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Horizon User Guide

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1. yntech TELECOM Horizon User Guide Z N ILIIICHTIDT1S AA VERSION 1 1 Contents VERSON T EE 2 0 ca kere ee ene nee cere eer ee ee eee ee ee ee eee 2 OL ee 6 SET ge E 6 OR a cena SE S S6 ga n ae 6 Haroware User GUIES de ee c T c 6 DO E E E A E E ene 6 SAS LATE EU DO F EE 7 PO SCC b i a ea a ce be aie to dde eee 7 Z9 739 87 00w 2 62 a c 7 Changing Your PSS Wy OV Cisse c c ca c c Ta C C 7 KE DETI aer 8 DCE E n de 8 IC OIS S eee ee ee eee ae ca 9 Core alle dei e 10 Er PS ee ed ne nt 10 EE 10 Sr TE 10 Creating CSV THE T T CT AR ele Te BEE 11 e at EP ATIVE E 12 RE a eee ee ee 5g E g5 c c s5 ae 13 EEN 13 EA c2 15 CD CSSS a ee 18 PCM NE KC ea E c ae 20 PEPATE ee Ta ee ee de 20 AGIR fe RR Ee 2 eee EEE eee nn ee c o 20 CGI reg 21 EGS Te DISCO a en na 22 Page 2 Z N ILIFIICRTIGTS SR Adine a 6 ee GE 22 SU SC OCHO ee NAE a a ae a a 22 N mber Mane SING EE 24 COMMON 06 e e E 26 company PrO O een C ae tn te 27 EI OS a a te te D le c De ie 28 AOA SN E LS 28 CPR 31 CPR 32 PVA ET e E 33 IRSC e Ta E e e e NEE 36 SIS MM SNS C4000 e E sn ll ce ce oi pe tn in 39 Eegeregie 40 D c C he 41 E E 41 MONI c C c C C areecessseeees 41 EE 42 Authorisation Account COde siennes 42 ACCOUNT COR ea netic ae ee se an et ee 43 gn e gg te ie COG a a a E one 44 CPO
2. If you want to override company settings you need to set override company call policy to on and then select block caller name to on or off If you have it on then you need to select whether you want the person receiving the call to be presented with the user s number or the sites number Page 21 HORIZON Unlim ted communications External Directory Dashboard Administrator Contacts and Directory As an administrator you are able to add external directories that will be displayed on all users directory The user s directory also displays all of the users as well so there is no need to add them to the directory First Name Last Name Number Extension John smith 07402365917 7410 Jsmith horizon co uk Figure 25 External Directory Adding a Contact Dashboard Administrator Contacts and Directory New Contact To add a contact you need to select directories on the administration home page which will take you to a list of all directories you have added and from there you can add edit and delete directory contacts To add a contact click on Add New Contact and that will take you to the add contact form where you can fill in the details about the contact Contact Details First Name Last Name Number Extension Email Figure 26 Add Contact Subscription Centre Dashboard Administrator Subscription Centre Subscription centre allows you to manage your subscriptions You can view the n
3. you are also for Once you have selected all the details you wanted for a schedule and you have saved the event you will be able to view the even on the calendar just like in figure 60 If you want to edit an event you can either select the schedule the event is under You are also able to click on the individual event you want to update and this will open the event directly Authorisation Account Code Dashboard Site Management Testing Site Auth Code Administration Authorisation accounts codes allows you to set up the need for authorisation on outgoing calls or the option of inputting a account code with outgoing calls Authorization and account code are only used for outgoing calls You are only able to have one of these features active at one time To enable this feature you need to select the on off switch so it is on and then select how long you would like the code to be To input a code you need to enter what you would like the code to be and a description for the code and then click Add Manage Testing Site Code Structure Enable Codes on Code Length 4 Directory Results Standard Code Add Code Code Description Figure 56 Auth Account Code Home To configure which option you would like and select what users you want in the group you need to click on Manage Structure This will allow you to select which type of code structure you want active and then manage users Page 42 HORIZO
4. 110 Preedeep Das 93 Testing CG dev london 17 HuntGroup dev london 12 Jason331 dev london 10 Jason650 dev london 8 ICGhunt dev london 8 HHgroup dev london 8 StatsTest 6 NewlCD dev london 2 O zl O On amp GA h sch Page 12 HORIZON Unlimited communications User Dashboard User Management As an administrator you are able to add new users to the system which will allow them to use the horizon system For anyone who wants to use this system they will need to have a user account set up user s account is active only when it has an extension and a service pack assigned to it And only then he will the user be emailed with details such as username password PIN and URL Add Users Dashboard User Management Add New User To start this process you need to click Add User from the menu or on the list user page There is an add button which will take you to the same page On the first page you will need to fill in all the account details including the user s username and the e mail that login credentials should be sent to alternatively you can simply put in your own email and then forward it when you wish are ready to Add New User Assign Number gt Assign Services Permissions gt Phone Account Details Title Choose One amp First Name Last Name Username jason example com Department None Mobile Email Figure 10
5. Add New User Account After you have filled in the account details you will automatically be taken to the assign number input fields to proceed click Create and Continue This is where you give the user a DDI number and an extension The number display shows all available numbers that are en assigned to the site You can also change what is displayed when the user calls another user this is defaulted as their name Page 13 Dashboard User Management Add New User Assign Services 5 Permissions 3 Phone Extension Caller ID Presented Same as user details Y Once you have assigned a number to a user you need to select what service pack they will have and whether they can have access to voice mail The service pack you select will depend on what features the user needs Also from this screen you are able to request more service packs If you request more this way you will need to go back and edit the user to complete all the remaining forms Dashboard User Management Add New User Permissions gt Phone EN KE Standard Voice Mail Premium Request More Request More Save and Continue The next step in adding a user is to select what permissions they can have this will depend on what service pack you selected for the user In Figure 11 you can see what permissions you can give to a user with a Premium service pack lf you gave the user Standard then you would only see the first two boxes Always Forwa
6. Core Functionality These features appear on many pages and will commonly be found as the home page for a function From here you are able to perform all the actions you need to create edit or delete a service The main pages where this layout is used are e Call Groups e Users e Devices e Directory Search Feature A common first page for a function is the list page which shows a search feature and all the services or users that have been setup The result shown will depend on what you search for If you search with all fields empty you will get a full list of services If you edit a text field and then search your results will change based upon the criteria entered From this screen you are also able to edit delete and add To add a new service use the blue add button under the list First Name Last Name Username uat horizon1 E Number Extension Department Site Andy Adams 01643803651 London Bertie Basset 01643803652 London Dan Dare 01643803656 Newbury Eddie Eagle 01643803657 Newbury home worker Homeworkers Figure 6 List Page Delete To delete a service select a check box next to the service you want to delete You are able to delete multiple services at once time Once you have selected the services you want to delete click the Delete Selected button Edit To edit a service you need to click on the Edit button next to the service which will take you to the same page as adding a service This i
7. call recording to the DDI of a user Call Recording select Recording Type Record for 100 Record On Demand Do not record calls Figure 71 Call Recording Set up Page 51 a TA Unlimited communications This is the homepage for end users this is where they are able to set up all the settings they would like From here you can go into call setup to configure and activate different features and you are also able to create your own directory The home page gives you a few quick options that you can perform HORIZON SE Unlimited communications Call Setup Directory amp Contacts Voicemail My Features Remote Office Call Forwarding Inactive w Profile None w Manage Profiles you th February to find You have a total of new messages of which O Naat Gr E are urgent You have a total of 0 old messages of which O are urgent You dont have any call statistics yet Name Number Page 52 HORIZON Unlim 180 commun Cations Profiles Profiles allow you to pre configure settings of different way of dealing with incoming calls You are able to set up to four different profiles depending on the type of situation e Available In Office o This profile is for users working from their desks where their devices are located They users are able to redirect incoming calls to voice mail when they are busy or unable to answer the call Alternatively users can choose to have their calls redi
8. Auto Attendant CallParking CallPickUp Call Recording Hunt Group InstantConferenceGroup Voice Mail Dashboard Administrator Manage Number The number management section allows you to move DDI numbers between different sites so they can be used for different features Available Numbers l Numbers Page 24 HORIZON Unlimited communications The home page will display all available numbers your company has showing them as a range or individual numbers To assign a number to a site click on Assign if you select a range it will give you the option of assigning all of the numbers in that range or select individual numbers in that range lf you select a single number it will ask you what site you want to assign that number to Select Numbers 4 Site Testing Site el All in range Select numbers Figure 32 Select Number Once you have selected all numbers you want to assign to a site click Assign and then the numbers will be free to use for any user or service that has the site allocated Page 25 HORIZON Unlimited communications Company Voice Portal Dashboard Administrator Voice Portal The voice portal provides an interactive voice response application that can be called by a user from any phone to manage their services and voice mailbox or to change their pin For this feature to work across a site then the site DDI needs to have been set up To set up a DDI for a site you ju
9. Y EN 44 EUR TT E E A 45 ROE RE 45 VE Te HO e EE 47 EIER dn En a a eee 48 ee ele Be TEE 50 EUR Recording USSR en a a ee 51 Suz 52 5891712707070 0 7 E E C C C aa C c 53 HEET A die 54 ANS DIS G117 Or OC a nee et E Coton 54 EEE 55 BEE a a an ot 56 Directory ANG CONTES E 56 Page 3 ZON IUMICATIONS me Adda e ne RSR 57 MPE O ee 02 eine en 57 CN SMO EE 59 Ke lafe ee MR EN 59 SUR E ee ln RER D Na S C 59 Monne C SCI EE 60 UT OW CAS Se CARS ad De de C T 60 CU ILES LA SE a ea A 4 4 4 4 lt 60 COS ie 7n A E c c teste ah AT 61 NICS II SO e C C C CT5 C C C h EEE 61 PES SR a ee see 62 OMR cn nl den CC CC c CA N el dt noie 62 RSS CIC DY NOR a cote 63 RSC ON SC el 64 ARR te ne 64 CO EE AS ER ao ne eo ao 65 CN a E a2 os secateesesesiedent 65 SONO URI a Ca C TC c 66 BUSY El E 67 Sd DO E 67 OR RE D 68 AAU E Ca C c a C C c 70 TT EE 70 Calls NIadle RGLT CV EN 70 B029 C Ca a er eee c eee 71 How many Calls are getting through ss 71 Where Are CNRS eo de 71 Advancen KEE e 72 SAUT DAS ADO nt as ee Ge ti ii uen 73 Te e EP h c c EE E c C C C S E 73 Ae RE s 4 4 4 73 Elle SS PE EE EEEE EEE O A EE E E E EEE E EEE E E E 5 E 74 OO eee
10. You are able to set call barring for each site This allows you to change whether a site is allowed to make certain types of call and in what instants they can be transferred Manage Testing Site Call Plan Options When Making A Call When Transferring A Call Allow freephone calls Allow national calls Allow international calls Allow chargeable directory service calls Allow premium calls Figure 61 Call Barring You are able to edit 5 different features you activate these features by clicking on the on off switch e Allow free phone calls o This allows users to make any calls that will not have a charge e Allow national calls o That will allow this site to make any call to anywhere nationally Allow international calls o This give the site permission to make any international call Allow chargeable directory service calls o Includes services such as any 118 or 123 Allow Premium calls o Includes any number beginning 09 Hot Desking Dashboard Site Management Testing Site Manage Hot Desking This feature allows user to use any phone and not just the one on their desk this allows users to switch between desks based on their own needs You are able to set up pre configured hot desks which a user can come in and use as they need To start creating a hot desk you will first need to give it a username and then the location of the desk The primary location would be something like first floor and the secondary l
11. allows you to create events so that some of your features can be different depending on the time such as auto attendant You are able to set up time and holiday events so that you are able to have one recording playing during work time and another being played after You can create recurrence of an event so you only need to create your work hours once and then duplicate it for every working day You are able to set events to daily weekly monthly or yearly recurrence this allows you to set up for such events as Christmas and just keep the same settings Manage Testing Site September 2011 month Tue i Sun 13 14 16 19 20 21 22 23 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning Meeting Meeting Meeting Meeting Meeting 26 2 28 28 30 Office Closed 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning Meeting Meeting Meeting Meeting Meeting 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning 9 30 10 00 Morning Meeting Meeting Meeting Meeting Meeting Name Type Meeting Time Office Closed Holiday Schedule Setup The schedule home page displays all the events S SE Ss that you have created for this site On the Colour C calendar it displays all the events and each instants of the event under the calendar it displays all the schedules you have created For example if you create a sched
12. and what MAC address Add New User Add New User Use existing device Create new device Vendor Cisco e Model SPA501G Codec Choose One Mac 4 Cancel Figure 14 Add New User Device Once you have completed this form you can either finish and edit them or view the user list with all other existing users Edit Users Dashboard User Management Modify User Once a user has been created they can be edited if and when needed The edit screen has the same screens as adding a user as well as a few additional options These include a personal details screen where you can additional information about a user such as address Call setup is also an additional screen but this will be discussed later on page 58 the final difference is call barring which allows Page 15 HORIZON Unlimited communications you to give user fewer calling permissions than the site Unlike adding a user when editing you can jump to the area you need The first section is profile where you are able to change any of the core information about the user You are also able to reset their password and their voicemail pin Their new password or pin will be sent to the e mail address that is registered to that user Personal Details Services Call Setup Permissions Phone Call Barring Account Details Title Mr E First Name John Last Name Smith Username JohnSmith jason example com Department it Department E Mobile 0770
13. communications entered you will be redirected to the administrator Username or the end users home page 2141717 Remember Me If it is the first time you ve logged in then you will be Forgot Password taken to the initial login setup For an Administrator Figure 1 Login you will be asked to change your password from the one initially provided to you and you used to log in with For an end user you will be asked to set up call handling twinning and you will also need to change your password You will only need to set up call handling if you are a Standard user Anything you setup on initial login can be changed later Forgotten Password If you have forgotten your password you are able to oe request a new password that will be sent directly to HORIZONS your e mail This can be done by simply selecting the ss forgotten password on the login page Then you will SE need to input your username and e mail The e mail HER needs to be the one connected with your account Ema and then you will be sent a new password Figure 2 Forgot Password Changing Your Password To change your password as an administrator you click on Change Password in the top right corner of any page Then you need to input your old password followed by your new password For an end user you need to go to My Details which is located in the top right corner of every page Then select Change Password and input your old password and what you
14. feature allows users to define a find me list of phone numbers which are alerted sequentially upon receiving an incoming call that matches a set of criteria While the service searches for the user the calling party is provided with a greeting followed by periodic comfort announcements This feature will ring a contact number and then move on to the next number in the list after a preset number of rings has been met You will need to activate the feature by selecting the on off switch so on is displayed Then you need to input up to 5 numbers that you can be reached on you can either select these numbers from your directory or input your own numbers The settings options allow you to select after how many rings a number will receive before moving onto the next number Enabhle Sequential Ring Enable Sequential Ring 0 off My Phone Numbers Phone number Move onto next number after B rings Page 66 HORIZON Unlimited communications If you click on the advance button you will be able to select advance options where you can input whether you want this feature to work for certain numbers only and at certain times of the day To set up this feature look at headers restrict by number and restrict by schedule Busy Lamp Busy Lamp allows you to monitor other users to see if they are available or in a call This feature is only available to phone that support it To set up a busy lamp you add a user that you would like
15. instant For this feature to be activated someone rings the conference number and then all people within the conference group will be rang To set up a Instant conference group select it from the group home page and you will be taken to the list page from there click the Add button and it will start the process The first section is to complete all the account settings this is the Standard information for the group You need to select what site you want the group to be on but all users from all sites can still be in the group as it is not site specific For the group details you need to select what you want it to be called what user name you want it to have and what department you want it to be in You also need to give it a caller ID this is what will be displayed on the devices receiving a call Page 36 a n a mn g u e Unlimited commun cations Dashboard Group Management Instant Conference Group Create New Instant Conference Group Create Instant Conference Grou p Account Options gt Select Numbers gt Assign Number Site Testing Site Group Details d Mame Department el Username jason example com se Calling ID Last Name Calling ID First Name Figure 49 Instant Conference Group Account The next section is to input what options you would like this allows you to set up a maximum time before a call is cut out This will allow you to get calls to cut out if they have not been an
16. many of the calls you want recording You are able to select what user you would like to view the calls of click on the View Calls button to see the calls they have made First Name Last Name Number Site First Name Last Name Phone Number Email Andy A 1643803651 Iclarke gammatelecom com View Calls R I Dare 1643803656 Iclarke gammatelecom com View Calls Dashboard User Search Recorded Call Search Once you have selected a user you would like to view you will be able to select whether you want to download inbound or outbound calls You are also able to select a start date and time if you are looking for a specific call Once you have selected the search criteria you want and have clicked the Search button you will be able to view all calls the fit your criteria for this user To download a call just check the call or calls you would like to download and then click download Start Date Time oc v Eiffel D Inbound Outbound End Date Time co y Eiffel Kg Call Date Time Duration File Size From 2011 09 12 12 03 3 24938 01635881200 2011 09 12 11 45 49 24937 016358612 2011 09 12 11 44 36 25251 2011 09 12 11 37 55 12399 10047 7853 7696 14750 9891 0637 oc ca 2011 09 09 15 43 41 2011 09 09 15 49 25 2011 09 09 15 49 10 2011 09 09 15 31 04 2011 09 09 13 47 45 NUNUA i tn J TE Previous Next Download Selected If you download a single file you will receive a file in an m
17. nee ene ene oe ee ee ene eee ee eee eee ee eee a5 s 5 sa 75 APETA a0 a5 oa ce citesen uta nt basa a 75 Page 4 HORIZON Unlimited communications Page 5 Z N ILIIICHTIDT1S AA Overview What is Horizon Horizon is a complete communications service for business that provides an extensive range of fixed and mobile telephony capabilities via an easy to use web portal The purpose of this document is to provide the Horizon Administrator and User the information required to manage their Horizon Service System Specifications Browser Internet Explorer 6 0 Internet Explorer 7 0 Internet Explorer 8 0 Mozilla FireFox Safari Chrome Opera Horizon URL WWW unlimitedhorizon co uk Hardware User Guides For Cisco phones see the CD included with the phone For Yealink phones see the CD included with the phone For Polycom phones see the link below and enter the phone type before html http www polycom com global flash products tutorials soundpointip450 html Domain When setting up a domain you need to follow e Domain name may only contain letter digit and e No longer than 80 characters e The Domain needs to start with a letter e Capital letters should not be used Page 6 HORIZON Unlimited communications Standard Features Login Screen This will be the first screen that all Horizon users will HORIZONS see Depending on what login credentials you have Unlimited
18. will do You are also able to select what happens when there is no answer This includes selecting and when it skips to then next agent you can select anywhere between 1 20 rings if you don t have this feature activated it will skip to the next agent if the previous contact rejects the call You are also able to select whether you want to forward to another number after so long This allows you to send all calls that have been going round in circles to a new number in or outside the hunt group You are also able to turn on call waiting which will mean if a call is forwarded to someone already on a call it will display they have an incoming call on their device Select Users gt Assign Number Ring Order Circular Regular Simultaneous Uniform Weighted No Answer Action Skip to next agent after 2 rings Forward call to 10 seconds Additional Options Enable call waiting Once you have selected all the options you will need to select what users you want in the hunt group depending on what option you have selected this screen may have a few changes Firstly to Page 34 i a na ia F ie XI d 4 P P d p 4 F Tin r i 1 bh N TT 7 T it Gah SE TA BS d h EL L7 d SW Lei L H E DS k j SC E Unlimited communications add a user you will need to search for the user you want to add in the left hand search box then sele
19. would like to change it to Change your Password Old Password New Password Confirm Password Figure 3 Change Password 1 i aa F d L F Unlimited communications My details are only viewable as an end user this page displays all basic information about as a user You can change your password from this screen Name it test user first it test user last Username jason it end usen jason example com Department Phone Number 01665680000 Extension 2422 Mobile Number 0748547464 Throughout the system there is a directory search icon eee Appendix 1 that will let you Number nn Extension First Name search your directory and then Last Name L input the contact s number into that function To perform this SS E feature click on the icon and then a directory search window will open figure 5 SS You are able to search using 5 different fields name User one 01665680008 Ext 5423 extension first name last name and group If you search by name or number you will search contacts and groups If you search just by group it will search for the group name and display all users that fit the other criteria Page 8 HORIZON Unlimited communications cons Definition This button will activate the search depending on the details you have entered This button will take you to a new page where you are able to edit the service or user
20. 011 123r 21 Oct 2011 12 36 21 Oct 2011 12 36 21 Oct 2011 12 35 21 Oct 2011 12 34 21 Oct 2011 10 20 21 Oct 2011 10 19 imiti J 1k A ZO IUMICATIONS Glossary Page 74 Word Codec CSV DDI End User Form Mac Address Definition A codec encodes a real time media stream for transmission over an IP network It is also able to decode the stream from an IP network A comma separated value file is a way of formatting plain text files which stores database style information in a very simple format Direct Dial In is a phone number for a user or a service An end user is someone who uses the horizon system and is not a administrator Bring different fields all combined in one section A Media Access Control address is a unique identifier assigned to network device for communications on the physical network HORIZON Unlimited communications Appendix Appendix 1 cons Definition This button will activate the search depending on the details you have inputted This button will take you to a new page where you are able to edit the service or user the button is associated with This button will allow you to delete one or many of either a service or user depending on what you have selected This button will allow you to cancel the action that you have started This button will upload the file that you have selected to upload either for bulk upload of for music This butt
21. 4563456 stuart smillie 0765464645634 Figure 80 Directory List Add a Contact Dashboard Directory and Contacts New Contact To add a new contact you need to click Add New Contact which will take you to the page where you fill in the details of a contact To add a new contact you only need to add a first and last name as well as the number they can be contacted on You can also add an extension and an e mail to the user if you require extra details about them Contact Details First Name Last Name Number Extension Email Figure 81 New Contact My Features Dashboard My Features The my features page displays all the features that you currently have available this will depend on whether you are a Standard or Premium user You are able to select a feature and it will give youa small description about the feature The features have been separated into the different categories depending if it affects an incoming call an outgoing call or changes something while you are in a call Page 57 DRIZON Unlimited communications E e Account Authorization Codes Authentication Auto Attendant Automatic Callback Automatic Hold Retrieve Call Forwardina RBusv Feature Information 4 Account Authorization Codes Enables the tracking of calls made to outside of a group by prompting users when mandatory for an account code This service does not validate the codes entered see Authorizatio
22. 5 Premium Unified Messaging 3 janeDoe domain Jane Doe jane doe something com 1665660233 5436 Polycom550 01 1a a0 88 89 a6 Standard Figure 8 Create CSV Excel Page 11 HORIZON Unlimited communications This section of the document will contain all features that can be performed as an administrator This is apart from call setup which will be discussed later on in the document as they can be performed by all type of users All these features can be found on the menu which is located on administrator screen This is the administrator s home screen where you are able to direct yourself around to configure different functions HORIZONS Unlimited communications Help Change Password Log Out Users Site Management Call Groups Device Management Administration Recorded Calls Statistics Add User Create Group w Calls per week Call Outcomes Inbound Outbound Inbound Outbound fou th February to find nquer your 2011 targets Subscription Summary Name used Available Premium 49 Standard 50 Voice Mail 49 Top 10 Callers Calls Recieved I Top 10 Callers Calls Made j Minutes Calls Minutes Preedeep Das 84 jasonmcmahon dev london 37 105537549 VMR dev london 15 TestinglCG dev london 11 Jason331 dev london 8 HuntGroup dev london 5 ICGhunt dev london 3 175009894 VMR dev london 3 HHgroup dev london 2 StatsTest 2 jasonmcmahon dev london
23. 6426375 Email JohnSmith Horizon com Figure 15 Edit User Profile The next section is personal details where you can add additional information about each user This includes Address City State County Country and Post Code Personal Details 4 Address City State County Country Zip or PostalCode Figure 16 Edit User Personal Details The next screen is editing DDI which allows you to change a user s number or display details You can remove or change their number or change their extension You are also able to change what is displayed when this user calls another user You are also able to change a user s service pack and optional extras The next option is call setup which is explained later on page 58 Similar to adding a user you are able to select what permissions they have and change what phone they are using if needed The final option is call barring which allows you to override the site call plan for each individual user you can select these settings en for when a user is making a call or transferring a call You are able to turn on Allow free phone calls o This allows users to make any calls that will not have a charge Allow national calls o That will allow the user to make any call to anywhere nationally Allow international calls o This give the user permission to make any international call Page 16 HORIZON Unlimited communications e Allow chargeable directory service c
24. 8 Account Code Page 43 Unlimited communications Dashboard Site Management Auth Codes Administration Authorization codes are used to perform authorization of calls made outside the group by prompting users for an authorization code Calls are not connected unless a valid code is entered All users within this group will be asked to enter the authorization code before the call is connected To add a contact to the group you need to select which contact you would like to add and then click Add Selected Manage Testing Site ee EE Search it test user first it test user last Add Selected Dashboard Site Management Testing Site Call Policies Call policy allows you to override the company s policies for each individual site this allows you to vary the activation of blocking callers name for external calls for each site To do this you need to set override company call policy to on and the set the setting to whatever you would like it to be for the site you have selected You are only able to select the display site phone number if the site DDI has been set Manage Testing Site Testing SiteCall Policies on Override company call policy off Block calling name for external calls gt Number to use for calling line identity User phone number site phone number Page 44 HORIZON Unlim ted communications Call Barring Dashboard Site Management Testing Site Call Plan
25. Blacklist Hot Desk Voicemail Settings The full list of features is still edited by an administrator The Premium user figure 92 premium will still have the same features as the Standard as well Twinning This service allows you to connect up to 4 additional numbers so that all devices will ring at once so you can be reached where ever you are To activate this feature just input the name for the additional number and the number you would like to ring as well If you click on the cog you will be able to go to the advance option page where you can set up addition features For the twinning feature to work correctly you are unable to use extensions Page 62 E 4 H A S A al J _ 4 j F Unlimited communications Mobile 07805145983 tame Home Office 01652147866 Ss amp The advance features allows you to set it up so that your devices only call if they are from certain numbers you are able to set this up independently for each number You are also able to set up a schedule for the numbers so they only become active during certain times this can also be set up for each number independently The restrict number section can be used for multiple features and is the same for features To set up restriction on the incoming number select only twin for the following numbers and then input the numbers that you want this feature to work for This will allow you to set up so that your twinned number will only rin
26. Demo TestDemo horizon com 4 7415 Polycom650 G711 01 14 A47 65 59 46 Premium Figure 19 Bulk Upload Error If your upload is successful you will be presented with a confirmation screen this will let you check that all your uploads are correct Once you have checked all the users are as expected click confirm and all the users will have been created and you will return to the bulk user upload home page Please confirm you wish to import this information Please Confirms User Import TestDemo2 jason example com Test Demo 1656 Polycom650 G711 TestDemo cample com Test Demo 37417 Polycom650 G711 TestDemo4 jason example com Test Demo Polycom650 G711 Figure 20 Bulk Upload Successful Page 19 HORIZON Unlimited communications Administrative Tab Dashboard Administrator This section covers features that only are available for an administrator to change and that will have an affect across the company All these features can be found on the administrator tab on the main menu From here you are able to get to all the features by clicking on one of the yellow buttons Company Administration l Departments Call Policies Company Directory Departments Call Policies Company Directory Licence Centre Number Management Company Voice Portal Licence Centre Manage Numbers Set up the company voice portal Company Profile Edit Company Profile Figure 21 Administration Home Department Dashboard Administrator Depar
27. N Unlimited communications Dashboard Site Management Authorization and Account Codes Testing Site Auth Code Administration Manage Testing Site Code Structure l Only one code structure may be used at a time Authorization Codes Account Codes When switching from one structure to another any Switch to this Manage Users ETS CEET Figure 57 Auth Account Code Select Account Code Dashboard Site Management Auth Codes Administration Using account codes enables the tracking of calls made outside the company by prompting users for an account code For account code you have two different types of user s ones that mandatory need to enter the account code and others who have the option of adding the code When making a call if users are is in the mandatory group they will be asked to enter the account code before the call is connected If the user is in the optional group you have the option of making calls which are not monitored For the account code to be tracked the user will need to enter 71 then the account code they are using and finally the number they would like to ring To add a contact to one of the options you need to select what user you would like to add and then click the Add Selected button which is associated with the group Testing Site Auth Code Administration Manage Testing Site Search Mandatory it test user first it test user last Add Selected Optional Add Selected Figure 5
28. ach individual user You will need to enable call transfer to set up a recall and then you will need to select the dropdown and select after how many rings you want call to return to you Busy camp will allow you to affectively allow you to park a call This means that if you transfer a call to a user who is busy then the call will be put on hold and if the call ends within the time Busy Camp is enabled the call will be successfully transferred Blind transfer will allow you to transfer a call without answering it if you turn on Use Diversion Inhibitor for Blind Transfer this will turn that feature off Page 60 Unlimited communications Consultative Calls allows you to transfer a call and tell the caller that they are being transferred Diversion Inhibitor for Consultative Calls will turn this feature off Call Transfer Recall Number of Rings before Recall ER rings L Enable Busy Camp onl 120 Seconds Options Use Diversion Inhibitor for Blind Transfer Use Diversion Inhibitor for Consultative Calls The in call settings page will let you enable call waiting which will allow you to see incoming calls on your device and the person ringing will just hear a ringing tone This enables you to put one on hold while you speak to the other call Settings Enable call waiting The voice mail option allows you to configure your own voice mail You are able to set up the system so you can play your own recording w
29. aining calls to other users are released e Uniform o Sends the current incoming call to the user who has been idle the longest After a user has answered a call they move to the bottom of the queue Weighted o Assign calls to users according to percentages you assign on the Hunt Group When creating a hunt group you will need to complete all the account information This will include what site the hunt group is based on even though it has a site all users can be added to it You will also need to assign the hunt group with a name a username and a caller ID The caller ID will be what is displayed on the device of who makes the call Once you have completed this screen click Continue to carry on making the hunt group When the next page loads you will get a feedback message that will tell you how many hunt group subscriptions you have left Page 33 Unlimited communications Dashboard Group Management Hunt Group Create New Hunt Group Options S Select Users gt Assign Number Te st in g S ite Group Details Name Department e Username jason example com D Calling ID Last Name Calling ID First Name Once you have create the hunt group you will need to select what options you want the hunt group to have this is where you select what ring order they will have To select a ring order simply click on what option you would like if you highlight over an option it will give you a description of what that option
30. alls o Includes services such as any 118 or 123 Allow Premium calls o Includes any number beginning 09 When Making A Call When Transferring A Call off Override site call plan Allow freephone calls Allow national calls Allow international calls Allow chargeable directory service calls Allow premium calls Figure 17 Edit User Call Barring Page 17 HORIZON Unlimited communications Bulk Upload Users Dashboard User Management Bulk Upload User As an Administrator you are able to bulk upload a number of users This will reduce the level of effort in the creation of a large number of users This allows you to add multiple users to the system all at once It should be noted that you are only able to upload users to the same site Users can be uploaded with new devices or assigned devices that are available Horizon provides you with download templates for uploading users with a new or existing device so that you can just edit them and then upload those files with all the details you want to upload You are only able to upload users with new devices if you are a portal admin therefore administrators are only allowed to add users with existing devices Upload File Site Testing Site H Devices Create new devices Use existing devices File to Upload Figure 18 Bulk Upload Users To upload users the first thing you need to do is select what site you would like the users to be on This will make an e
31. alls made per hour day s worth of calls including today Each day is in a different colour on the graph and you are also able to turn days off on the graph so they don t get displayed To do this click on the day from the key and then the line on the graph will be hidden To show the days calls again just re click on the name If a aw you hover over a point on the graph it will display the day and time of what that point GE Ree N c represents and display how many calls were during that time How many of our calls are getting through This graph will display how many calls were answered how many were unanswered and how many were engaged This information is displayed for the previous 6 days as well as today As with the previous graph you are able to hide certain bars just by clicking on the name within the key If you hover over the bar it will display how many calls that bar represents Where are we calling The final graph on the page displays the location where calls are being placed to and being received from This will display either a geographical location based upon the area code for the DDI or what phone network a mobile device is using If you click a segment of the pie it will display how many callers you have received calls from Page 71 HORIZON Unlimited communications Advanced Statistics Dashboard Advanced Statistics The Advanced statistics functionality allows yo
32. ard Performance Dashboard Performance On the performance page you will see four graphs which show calls made retrieved daily calls how many calls are getting through and where are my callers You can refine the results so that they only show calls related to either a site or a user To search for a specific user s calls just select the user from the directory window and click on update To search by site select it from the dropdown and then click update You can view both inbound and outbound calls in all of the graphs to change what information is displayed just select either inbound or outbound from the tab menu under the search options Search User Calls Made Retrieved This graph displays all external calls and you are able to select if you want to view the calls ona monthly or weekly basis By default the graph will show monthly stats to change this just click on the drop down box and change it to weekly On the weekly graph there is a red trend line This displays the average of the previous 4 week s worth of calls which allows you to easily see an average of how many calls your company is making or receiving If you hover over one of the bars it will display the total number of calls b Calls made ad Calls made Figure 105 Calls made retrieved monthly Figure 106 Calls made retrieved weekly Page 70 HORIZ Unlimited communications The daily call graph displays the 6 previous C
33. associated with it This button will allow you to delete one or many services or users depending on what you have selected This button will allow you to cancel the action that you have started This button will upload the file that you have selected to upload either for bulk upload or for music This button allows you to continue in performing the action you have started This button will perform a download action This button will save the changes you have made to either a user or service This button allows you to view details of a caller on the recorded calls page This button will add either the service or user once you have filled in the details This icon will take 1 away from the number that is on display This icon will add 1 to the number that is on display This icon means that the service it is connected to have been deactivated This icon means that the service it is connected to is active This icon will open up a box to select a date Y This will delete the service that it is attached to This icon will allow you to view a scheduled event that you have created This icon will allow you to search for a contact from your directory This icon will call the contact or service that it is attached to This icon will give you a hint about whatever it is attached to EY This icon means that the feature is off CT This icon means that the feature is on Page 9 HORIZON Unlimited communications
34. ch for a users name and then click on the checkbox next to it Once you have entered all the users in the group click Create and the call pick up group will be created Dashboard Group Management Auto Attendant Create New Call Pickup Create Call Pickup Name Pick Up ege Site Testing Site el Search it test user first it test user last User Two Add Selected Page 31 Unlimited communications Dashboard Group Management Call Parking The Call Park service allows a user to hold a call for an extended period of time During this time the user can freely make and receive other calls and invoke other features without limitation When notified any user can retrieve the parked call from any extension A call park group is site specific and each user can only be in one call parking group To park a call you need to enter 68 and then enter the extension of the call you would like to park Then you will be able to use your phone as normal To retrieve a the parked call enter 88 and then to be reconnected to the call To set up a call parking group you need to go to the group home page and click call parking group then you click the Add button From the home page you are also able to change a few key settings such as how long the call will be on the users display and how long until the call is recalled to the user who first accepted the call Call Parking Settings l Display parked calls to user
35. ct the user and click Add Selected You are able to remove a selected user by clicking on the cross that is connected to their name For circular and regular hunt group this is where you select what order you want them to ring them in To change the order click and hold the user and then drag them to the position you would like them to bein Assign Number Select Users Search it test user first it test user last John Smith Jane Smith Add Selected For the weighted option you will get a slider attached to all users to select what percentage you want them to have To select what percentage you want to assign them click on the slider and then slide the bar to whatever percentage you would like the user to be on The total needs to add up to 100 Search 16 it test user first it test user last John Smith Jane Smith Add Selected Total Weight 100 The final step in creating a hunt group is to assign a contact number This is the number that people will dial to ring the hunt group and activate the ring option You need to select a number from the site the hunt group is created as well as an extension Page 35 HORIZON Unlimited communications Search Extension Figure 48 Hunt Group Assign Number Instant Conference Group Dashboard Group Management Instant Conference Group This allows you to set up a conference with many different people all from remote locations in an
36. dit you will be taken to a page where you can select what feature you would like to configure From this page you are also able to assign a site with a DDI Click on Current Site DDI and a small box will appear and then you can select a available number from the site You are also able to go to the create user page or create group page to quickly redirect yourself To set up one of the other features just click on the yellow button and you will be redirected to that page On each one of those pages you are able to select a button on the top right corner that will take you back to this page Dashboard Site Management Testing Site This will be the sites name Testing Site Add User Create Group w Current Site DDI Choose One w Manage Testing Site d Schedules Authorisation Account Codes Call Policy Create and manage time Create and manage authorisation account Override a sub set of call policy features for this codes site Schedules Call Policy Authorisation Codes Call Barring Hot Desking Music on Hold Setup the call barring options for this site Set up phones that can be used by hot desking Set up the music that a person hears when put users on hold Call Plan Hot Desking Music on Hold Manage Numbers Manage the numbers assigned to this site Manage Numbers Figure 54 Site Management Page 39 H J L O N H Unlimited communications Dashboard Site Management Testing Site Schedule The schedule
37. e options for when I don t answer but you are able to select after how many rings an action is performed When I m Busy Mo Action Forward the callto Send the call to voicemail When don t answer after 3 rings Mo Action Forward the callto Send the call to voicemail Figure 86 Call Handling Page 59 HORIZON Unlim ted communications Incoming Calls Settings These are all the other settings that a Standard user can set that will affect incoming calls Enabling music for calls on hold will enable music on hold if the feature has been set up for the site you are associated with Present incoming caller s ID for external calls will turn and present incoming Caller ID for internal calls will allow users to see your caller ID Enable music for calls on hold Present Incoming C allar s ID for External Calls Present Incoming Callers ID for Internal Calls Figure 87 Incoming Calls Standard Outgoing Calls Settings From the outgoing call settings you are able to turn whether you would like your number to be withheld or not this will mean that the person you are making the call to will be unable to view your number Settings Withhold my number when making calls Figure 88 Outgoing Calls Call Transfer Call transfer recall will allow you to transfer a call and receive the call back if no one answerers the call From this page you can also limit the use of this feature for e
38. elect the date it should start on if it recurs if it doesn t then select the date you want the even to occur on If you select recurrence one of four windows will be open This is the daily recurrence window you are able to select how often it recurs as well as how long until it stop recurring This window allows you to setup weekly recurrence you are able to set up on what days you want it to recur on You can also set up how long until it stop recurring This is the monthly recurrence you are able to set whether you want an event to occur on a specific date or on a specific day in the month second Friday You are also able to set up the duration of the recurrence Page 41 This event recures every 1 day s Stop recurring d Never After 1 On week s L Monday Tuesday Wednesday Ll Thursday Friday Stop recurring Saturda y Sunda d Never Alter 1 On d i month 5 i U Onthe 1 of every month Stop recurring After 1 On HORIZON Unlimited communications Yearly This event recures every year s The yearly window allows you to set recurrence TT een tte erem on a yearly base You can select what date you Onthe Choose One J Choose One RY ofevery Choose One would like the event to recur on or by date the BC ch Never After 1 able to set up for how long the recurrence lasts con RTT first Wednesday of every April
39. fer To O perator vig d None Name Dialing D None Extension Dialin q D None The next section is to assign your auto attendant a DDI number an extension as well as a caller display name You will need to select an available number that is attached to the site responsible for the auto attendant ia The caller display will be displayed on the device receiving the call Extension Display Caller ID Display First Name Display Last Name The final page is to upload the audio file of what the person calling the auto attendant will receive You need to record your own message that people will hear this need to be in a WAV format and encoded with CCITT u Law It will also need to be formatted at 8 000 kHz 8 Bit Mono 7 kb sec Page 30 Business Hours Audio wv Finish and Edit wv Finish and Show List Dashboard Group Management Call Pickup Call Pickup allows users to answer any ringing within their call pickup group To pick up a ringing call users dial 98 which connects them to the caller If more than one line in the call pickup group is ringing the call that has been ringing the longest is picked up Each user is only able to be in one call pickup group A call pick up group is created though the group option and can only have users from the site it is created in You will need to enter a name for the call pickup group and a site Then select the users who will be in the call pick up group To select a user you can sear
40. for 2 e seconds Recall user who parked call after 45 seconds To create the group you just need to give the group a name and then select on what site you would like the call parking group to work Then you are able to select what users you want in the group and then click create To select a user you can search for a users name and then click which users you would like in the group Dashboard Group Management Call Parking Create New Call Parking Name pa Wl ng site Testing Site Sea rc e it test user first it test user last User Two John Smith Jane Smith Add Selected Page 32 ZON ILITIICHTIDT1S AA Hunt Group Dashboard Group Management Hunt Group A hunt group allows a caller to automatically find an available user from amongst a group of selected users Each user will be called in order until a free user is reached this process can be done in one of 5 Ways e Circular o Sends incoming calls to users according to their position in a list After a call has been send to the last user on the list the next call is send to the user at the top of the list Circular will continue the order even when a different call comes in e Regular o Sends incoming calls to the next available user in the hunt group Regular hunt group will re start from the top when a new call is made e Simultaneous o Sends incoming calls to all users in the group at the same time Once the call has been answered the rem
41. g from callers you want it to You are unable to use extensions for this feature Twin for any incoming call 0 nly twin for the following numbers 01600300101 Page 63 Unlimited communications Restrict by Schedule works for multiple features and works the same for all features To set up a schedule you need to click on use twinning on this number only when l m available Then you will need to click on a schedule that you would like to use This means that your number will only be activated during that time scale You are able to click on a plus logo which will take you to a page where you are able to create a new event and schedule Follow the schedule setup that is under the site management Restrict by Schedule Use twinnin H or this number all the time Use twinnin q on this number a nly when l m available Business Hours Meeting a Holiday Mons D f 2 Your blacklist feature allows you to block any number you like so that the number will be automatically blocked To add a number either searches your directory by clicking the directory button or add a known number Once you have inputted a number click the Add button and then the Save button You are unable to block extensions only DDIs and if a number is withheld you will need to turn on the reject withheld feature for them to be blocked Blacklisted Numbers Page 64 HORIZON Unlimited communications Incomi
42. hich must be a WAV and encoded with CCITT u Law They should be formatted at 8 000 kHz 8 Bit Mono 7 kb sec Or you can also keep it as the system default message From this screen you can set it up so that you are notified by email when you have received a voice message You are also able to change your pin from here if needed On a Polycom phone you are able to press the message button which will take you to your messaging service When accessing you voice portal via an external number pressing the hash key will not always be needed but will help speed up the process The longest voice message that you are able to receive is 2 minutes once you reach the limit a message will play to inform you that the limit has been reached Page 61 HORIZON Unlimited communications e Announcement al V Use System Default Use My Audio file Notification Settings Notify Me at This Address Personalised Name Audio Upload File Figure 91 Voice Mail Settings Premium Features Call Handling Twinning For a Premium user they will be able to have access to all features if their Blacklist administrator gives them permission to be able to edit all their own Pipes features If the admin decided to only give them access to some features Call Notify Sequential Ring then an end user will only be able to edit Busy Lamp e Call Handling Speed Dial Settings e Twinning e Hot Desking Call Transfer e Speed Dial SES e
43. is is also the page where you can edit what the four different profiles do by clicking on the Edit button Dashboard Manage Profile Page 53 Unli Wed communications Profile None w Status Name Available In Office Available Out Of Office Busy Unavailable Dashboard Manage Profile Edit Available In Office Available in office has three different features you can configure depending on your needs these are a general setting what happens when you are busy and when you don t answer Settings allows you to enter another number so it rings that number at the same time you could use your mobile for example You are able to search your directory using the directory model window to select a number Profile None w Also ring this phone number You are also able to select whether you want to send the call to voice mail or to forward it to another number If you want to send it to voice mail you have to have the voice mail set up This feature can be set for when you are busy on a call or when you don t answer To save all setting that you have set up click on the Apply button If Don t Answer Send to Voice Mail Forward Call Forward to this number Dashboard Manage Profile Edit Available Out of Office In available out of office you are able to set whether you want the call to go to voice mail or be forwarded to another number If you select send to voice mail you need to have your voice mai
44. l set up To forward to another number select that option and then input the number you would like the Page 54 ORIZON Unlim ted communications call to be forwarded to You are also able to set up an e mail system where you receive an e mail if someone calls just select the checkbox and input your e mail address Profile Send to Voice Mail Forward Call Forward to this number Also send me an email at Dashboard Manage Profile Edit Busy If you select your profile to busy you are able to set number to go to voice mail but you are able to make up to 3 different numbers forwarded to a new number To send all calls to voice mail select the check box send all calls to voice mail for this feature to work you need to have your voice mail set up Then if you want a number to be diverted to your mobile service or another user then input the number you would like it to be forwarded to Then add up to three numbers you want to be forward to you can either enter the numbers all search your directory You can also set it up to send you an e mail when you receive a call Se Send all calls to Voice Mail But forward the following numbers to Also send me an email at Page 55 HORIZON Unlim Tea commun cations Unavailable Dashboard Manage Profile Edit Unavailable The unavailable profile allows you to send calls to voice mail and then forward up to three numbers to another number i
45. lback off Withhold my number when making calls This feature allows user to use any phone and not just the one on their desk this allows users to switch between desks based on their own needs A hot desk needs to be set up on your site by your administrator so that you are able to assign that device to you To assign a desk to you you need to select what site you are currently at and then enter the location if you know what it has been saved at Then click on search and select the device that you want to use Page 68 Search for a Hot Desk Phone Choose One Primary Location Secondary Location Once you have selected a device you are using a small box will appear to show what device you are using It will contain the location and how long you have been using it for You are also able to stop using the device so other people are able to use the device when you have finished with it Current Hot Desk Device Testing Site dev room jason s desk In Use Since 19 September 16 53 Page 69 HORIZON Unlimited communications Statistics The statistic page allows you to view information about the calls your company has received from and made to external numbers There are four different graphs on the main statistics page The advanced statistics page offers more detailed information about every internal or external call your company has made You will also find some summary graphs on the dashbo
46. ller is played a Request More greeting that provides a menu of options to complete call routing Account Authorization Codes Anonymous Call Rejection Authentication Auto Attendant Automatic Callback Automatic Hold Retrieve Call Forwardina Bis Figure 28 Subscription More Info From there you are able to select request more or show users if you select show users you will see a table that displays all users that are on a Premium or Standard subscription Page 23 ORIZON Unlimited communications R D Dashboard Administrator Premium Subscription Information Premium Users Name Username Number Email it test user first it test user last jason it end user 01665680000 2422 mcassidy gammatelecom com John Smith JohnSmith 01665680004 7646 JohnSmith hotmail com Jane Smith JaneSmith Jsmith hotmail co uk User Two fghdfhfd 365 hfghfgdh hfgdf om User one sdfadfadfs 1 If you click Request More which can also be found on the subscription centre home page you can add more services by clicking the plus or minus icons or just entering the number of subscriptions you want into the box When you have completed the form click on continue and you will be asked to confirm the order Once an order has been confirmed the main administrator will be contacted with your request Dashboard Administrator Subscription Centre Order More Subscriptions Request Additional Subscriptions standard Premium
47. llows people on the site to have music on hold enabled depending on what situations you would like it to be enabled It can also be set up so that you have different music on hold whether the call is coming from an internal or external phone You are also able to select if the music plays depending on the state of the caller Manage Testing Site General Settings P Enable during call hold Enable during call park Enable while caller holding Figure 65 Music on Hold Settings You are able to use either the system default or upload a custom audio file To keep the system default select use system default to upload a custom file you need to select custom audio file then upload your file To upload a file you click on Browse and then select the file you would like to upload Uploaded files must be WAV and encoded with CCITT a Law and also needs to be formatted at 8 000 kHz 8 Bit Mono 7 kb sec For internal calls to use a different type of music on hold you need to select the checkbox at the top of the internal calls section otherwise external calls will be defaulted for both Page 47 HORIZON Unlimited communications External Calls A Use System Default Custom Audio File Upload File Internal Calls A Use a different source for internal calls Jse System Default Custom Audio File Upload File Figure 66 Music on Hold Options Manage Number Dashboard Site Management Testing Site Manage Numbe
48. n Codes so calls are not blocked Account codes are managed by the group administrator and can be two to 14 digits long Note that groups cannot have this servi id the Authorization Codes service enabled at the same time This appears in the CDR Account Codes can also be implemented on a per call basis in which users have the option to enter an account code by dialing a feature access code before the call Authorization Codes Performs an authorization of calls made outside the group by prompting users for an authorization code Calls are not connected unless a valid code is entered Authorization codes are managed by the group administrator and can be of two to 14 digits in length Note that groups cannot have this service and the Account Codes ed at the same time Setup Remote Office 2 ashboard Remote Office SERRE Inactive This service enables users to access and use their Phone Number horizon profile and services from any device online or Activate offline such as a mobile phone This feature can be turned on or off by the administrator and from an end users screen the feature can be found on the main menu if it is active To set up a remote office you just need to input a phone number be it a mobile or a hotel number and then click on the activate button Once active it Active Deactivate will state that it is active and you will be able to deactivate it or upgrade if you want to change the Upda
49. nd Admin On the dashboard there are four statistic panels two of which show top ten callers and the others show the same information as on the statistics page one gives how many calls are getting through the other graph showing calls per week is a little different as it shows data for fewer weeks six instead of twenty six The top ten callers display the top ten callers within the company Only external calls are recognised and you can either view the top ten callers by number of calls or the time they have spent on calls There are two different panels one which displays outbound calls and the other inbound calls Top 10 Callers Calls Made Calls Minutes Jasons ligidey london 3 ICGGbuntodeu london OC D NewlCDi des london 0 5 HuntGroup des london 0j ICisstatsdes london 1 End User On an end users dashboard they will be able to see some basic information about their calls It will show the previous ten calls inbound and outbound as well as a graph to display how many calls you have placed and answered From this panel you are able to call any of the displayed numbers just by clicking on the dial button Page 73 Call Statistics Placed Preedeen Development Preedeep Development Preedeep Development 07505921356 07814637715 07605921386 1234 Freedeep Development Preedeep Development 21 Oct 2011 17 08 21 Oct 2011 17 08 21 Oct 2011 21 Oct 2
50. ng Call Settings Premium users will be able to set a different number of settings depending on what they require Reject Withheld Numbers This means that all numbers that have withheld their number will be rejected Enabling music for calls on hold will enable music on hold if the feature has been set up for the site you are associated with Present incoming caller s ID for external calls will turn and present incoming caller s ID for internal calls will allow users to see your caller ID when making outgoing calls Do not disturb This will block all incoming numbers and will send them to your voice mail or forward them to another number Reject Withheld Numbers Sa Enable music for calls on hold Present Incoming Callers ID for External Calls Present Incoming Callers ID for Internal Calls Do Mot Disturb Figure 97 Incoming Call Settings Premium Call Notify You are able to set up a call notify which will notify you with a e mail that you have been called and you are also able to set it up so it only works at certain times and for certain numbers To activate call notify click the on off switch and then input the e mail you would like to be notified at Page 65 Unlim ted communications Notify Options Call Notify Notify Email To view advance options where you are able to set selective numbers or set times using a schedule view restrict by number and restrict by schedule This
51. oard Group Management There are several groups which provide a variety of features to the users To configure a group you need to click on the yellow button that is under the group header you want to modify Group Management 4 Auto Attendant Call Parking Call Pickup Auto Attendant Call Parking Call Pickup Hunt Group Instant Conference Group Hunt Group Instant Conference Group Figure 35 Group Home Auto Attendant Dashboard Group Management Auto Attendant Auto attendant allows callers to be automatically transferred to another person without the intervention of an operator or receptionist When you are setting up an auto attendant you select what options will represent each keypad number and then record a message giving a prompt for each keypad option When creating an auto attendant you need to select a site which will responsible for this service All users across all sites can still use an auto attendant Once you have selected a site you will need to fill in the details about it such as name username and a department Once you have completed the details now you need to plan the dialling scope Page 28 Unlim ted communications Dashboard Group Management Auto Attendant Create New Auto Attendant Menu Options gt Assign Number p Audio Site Choose One Attendant Details Name Username jason example com Department Choose One e Dialling Scope Scope of extension dialling C
52. ocation would be location reference or room Then you will need to set up configuration depending on that desks needs You can select whether you want the hot desk enabled and set up a time limit for the desk Page 45 bk mo o TH F d L F Unlimited communications Dashboard Site Management Testing Site Manage Hot Desking Create New Hot Desk Assign Number gt Assign Device Hot Desk Details Username jason example com D Primary Location Secondary Location Enable Hot Desk Yes No V Enforce Association Limit for 4 hours Once you have completed these settings click Continue and then you will be moved to the next page where you will need to assign the hot desk with a number and an extension You are also able to select what will be displayed on the phone and in the directory by changing the caller id Assign Device SR Search Extension 7 Caller ID Presented l Same as user details Y The final section is to assign a device to the hot desk you need to select what vendor it is what model and what codec it is using You will also need to input the mac address for the device If you have available device then you can assign that device to the desk Page 46 HORIZON Unlimited communications Vendor Yealink E Model Mac Figure 64 Hot Desk Device Music on Hold Dashboard Site Management Testing Site Music on Hold This feature a
53. ompany Site Department Scope of name dialling Company Site Department Name Dialling Entries LastName FirstName LastName FirstName or FirstName LastName When completing the account page you will need to select the menu options handles business hours and holiday settings To set up select one of the different menus either business hours or out of business hours Then the business hours and holiday section pop up as in figure 41 You are able to select a schedule that has already been created by selecting the schedule in the drop down or you can create a new schedule by clicking the plus symbol To see how you create schedules see the schedule chapter page 41 Assign Number Audio Auto Attendant Options Use the same menu all the time Use different menus during and after business hours Business Hours None BA Holiday None Once the correct schedule is select you need to fill in the menu options select from e Transfer With Prompt e Transfer Without Prompt e Transfer To Operator e Name Dialling e Extension Dialling e Repeat Menu e Exit e None When selecting one of the options enter a number you would like the call to be forwarded to When you have selected all the options click Continue for the next step Page 29 Unlim ted communications Menu Options Business Hours After Hours None D tepeat Menu Transfer With Prompt e 1 Exit Transfer Without Prompt vig i None Trans
54. on allows you to continue in performing the action you have started This button will perform a download action depending on what you want to download This button will save the changes you have made to either a user or service This button allows you to view details of a caller on the recorded calls page This button will add either the service or user that you have filled in the details This icon will take 1 away from the number that is on display This icon will add 1 to the number that is on display This icon means that the service it is connected to had been deactivated This icon means that the service it is connected to is active This icon will open up a box to select a date v This will delete the service that it is attached to This icon will allow you to view a scheduled event that you have created This icon will allow you to search for a contact from your directory This icon will call the contact or service that it is attached to mame This icon will give you a hint about whatever it is attached to EY This icon means that the feature is off This icon means that the feature is on Page 75
55. p3 format if you download a selection you will get a zip file with multiple mp3 files Depending on your browser will depend on where the file Page 50 HORIZON Unlimited communications will go for Firefox and Chrome it will go to your download folder or where ever you have assigned your downloads to go to Internet Explorer and Opera you will be asked where they would like to save the file For Safari the default download location will be either your documents or download folder this will different if you have changed it The mp3 files name includes basic information about the call each section is separated by an underscore and it is in this order e DDI for the person making the call e DDI for the person receiving the call e The date the call was made e The time the call was made So if you want to search for a recording to a certain number you will need to perform a file search and search for the number Call Recording Users To set up call recording for a user you need to go to the call set up page for that user and select call recording from the menu You are able to set up so that the caller can decide when the call is recorded or select a percentage of calls that are recorded You just need to select the option you want for that user and then click save To record a call on demand the person making the call needs to input 1 before the number they are calling This feature is only available if you have given
56. rd To and Advanced Call Setup Page 14 HORIZON Unlimited communications Always Forward To allows all incoming numbers to be forwarded to another designated number Advance call setup will give the user more options to configure personally If this is turned off the administrator is still able to edit the features Profiles give the user permission to set up 4 profiles that will perform different actions if that profile is selected For example if a profile is set to busy then it will forward a specified number to a different number Remote office allows users to use an external number as their own number This allows users to use mobiles as their main number so all calls will be redirected to there depending on what other features have been set up Add New User Add New User RECRUE D Assign Number C AssignServices gt Permissions d Access and Permissions d This User can enable Always Forward To This User can use Advanced Call Setup This User can use Profiles Eu on ri This User can use Remote Office 4 Cancel Figure 13 Add New User Permissions The final section is to assign user with a device You can assign them a device that has already been added or create a new device For using existing devices you just need to select what device you would like to give them the drop down that displays all devices that have been added To create a new device you will need to select what brand the device is what model
57. rected to a selected phone number or URL for example to an Auto Attendant e Available Out of office o This profile is for users working away from their desks for an extended period of time In this case users are interested in getting all of their calls sent to their temporary locations e Busy o This profile is for users who are temporarily unavailable to take calls for instance when they are in a meeting In this context users are interested in screening their calls so only the most important ones come through Hence the busy profile allows the users to select up to three parties for which calls are allowed to come through e Unavailable o This profile is to be used outside of business hours or while users are on vacation or holidays In this case users are interested in sending all of their calls directly to voice mail or to a specified phone number and provide callers with a distinctive greeting informing them of their unavailability or regular business hours To select a profile there is a drop down under the main menu and is called profile this feature will only be available if your admin gave you permission to use them Call Setup Directory amp Contacts Voicemail My Features Remote Office Call Forwarding Inactive w Profile None w Manage Profiles Figure 73 Menu You can also click on the manage profile button and that will take you to the profile page and you can also activate and deactivate your profiles from there Th
58. rs Manage Numbers allows you to see all the numbers that are allocated to that site and see whether they are free or being used by a user or service This screen allows you to release any numbers which are assigned to that site and then you can reassign them to another site Numbers are displayed as either a range of numbers or individual numbers and you can chose to either release the full range or select number individually Manage Testing Site Available Numbers Figure 67 Manage Numbers To release a number you click on release selected or release all depending on which option you want If you click release all it will simply release all numbers for reallocation If you click on release selected you will be taken to a screen where you will be asked to select which numbers you want to select figure 74 Once you have selected all the numbers you click on release and then all the numbers will be available to reallocate to a new site If you want to see how to reallocate numbers go to the Number Management section under administrative features Page 48 HORIZON Unlimited communications Manage Testing Site Select Numbers 4 RW Figure 68 Select Number Page 49 ORIZO N Unlim ted communications Dashboard User Search Recorded calls allow you to be able to view and download calls that have been made to an outside number You are able to set up the recorded call via call setup and decide how
59. s apart from users where you will be able to edit a few extra features Page 10 HORIZON Unlimited communications Creating CSV file for Bulk Upload To do any bulk upload you need to use a csv file which are commonly created using either Excel or notepad If you are using Excel then it should look like figure 17 with the headings on the first row and then information for each user or device on all other rows Each device or user needs its own line and each heading needs its own column If you are creating it in notepad then it will have a similar layout with headings on the first line each heading separated by a comma Then you will have each new entry on the next line figure 16 At the end of each user or device you do not finish with a comma just leave it blank and add the next device or user on a new line E usersexistingdevices Notepad File Edit Format View Help User ID First Name Last Name Email Phone Number Extension Device Service Pack add on johnboe domain John Doe john doe something com 01665660232 5435 Polycom450_01 1a a0 88 89 45 Premium Unified messaging aneDne8dnman Jane Doe jane doe something com 01665660233 5436 Polycom550_01 1a 40 88 89 a6 Standard Figure 7 Create CSV Notepad A B C D E F G H 1 User ID First Name Last Name Email Phone Number Extension Device Service Pack Add On 2 johnDoe domain John Doe john doe something com 1665660232 5435 Polycom450 01 1a a0 88 89 a
60. st need to go to site management and select a site and then there will be a box that says Site DDI To set this up you need to give the voice portal a site and then assign it a free number from that site even though the voice portal is set to a site all sites are still able to access it You are also able to give the voice portal an extension To use the voice portal either press the message key on your desk phone or if you are outside the office dial the Voice Portal DDI then enter your extension number followed by your 6 digit voice portal passcode Location site Testin q Site Figure 33 Company Voice Portal Page 26 HORIZON Unlimited communications Company Profile Dashboard Administrator Company Profile The company profile page displays basic information about the company This page is editable so you can update the company administrator if necessary It will also display how many users you have registered To edit any of the information simply edit the text boxes click Save and your company information will be updated Company Details Company Name jason company BroadsoftEnvironmentManagerlmpl Default Domain jason example com Company Administrator Contact Details Contact Name someone Contact Number 056423141564 Contact Email mcassidy gammatelecor Current number of users 2 Figure 34 Company Profile Page 27 HORIZON Unlimited communications Groups Dashb
61. swered so the phone does not keep ringing until the conference call has ended Create Instant Conference Group Select Numbers gt Assign Number all ID NUUNC JNANNNNBNN NaaBl6 Enable Maximum Call Time for Unanswered Calls Maximum Call Time for Unanswered Calls 10 Minutes Figure 50 Instant Conference Group Options The next step will allow you to add the numbers you want within the conference group You are able to input a contact number into the text box and then click Add or search you directory for a number Create Instant Conference Group Assign Number Instant Conference Group Call Number List Figure 51 Instant Conference Group Select Numbers Page 37 HORIZON Unlimited communications The final page is to assign a number and an extension for people to call the conference group You need to select an available number from the site you assigned the group to Search Extension Figure 52 Instant Conference Group Assign Number Page 38 HORIZON Unlimited communications Site Management Dashboard Site Management The site management page allows you to manage options specific to just a single site When you first go to the site management page you will need to select what site you would like to manage Manage Sites Site Name Testing Site jason secondResourceProviderlmpl Figure 53 Manage Site Select Site Once you have selected what site to e
62. t also allows you to set up a different greeting message To send calls to voice mail select the check box that sends calls to voice mail you need to have voice mail set up for this feature to work Then if you want to forward up to three numbers to a new number then fill in the text box of where you would like it to be forwarded to and then add up to three new numbers You can either add a known number or search your directory for a contact that you would like to be forward to the alternative number If you want to select a different greeting message there are two options at the bottom of the page and select one of them depending on what you would like the message to be Send all calls to Voice Mail But forward the following numbers to Have Voicemail take the call using No Answer Greeting Unavailable Greeting Figure 79 Unavailable Directory and Contacts Dashboard Directory and Contacts The end users directory is a place where you are able to add edit or view all contacts that you have added as well as other users within the same company You are also able to view contacts that your administrator has added You are only able to edit and delete the contacts that you have added Page 56 HORIZON Unlimited communications First Name Last Name Number Extension Department A E ______ cSScKcK ccK _bBbB_ Jane Smith 5432 Jsmith hotmail co uk John smith JohnSmith hotmail com Justin small 0746
63. te number Page 58 HORIZON Unlimited communications Call Setup Dashboard Call Setup The call set up screen can be found on either the end users screen from the main menu or from an administrator login which can be found when editing a user From here you are able to edit some of the core features that an end user would use These features will vary depending what service pack the user is enrolled on whether the administrator has given permission to the user to edit all their own features Standard User This is the list of features that a Standard user would have available to Call Handling them if the administrator has given them permissions to view advanced Settings options If that feature is turned off then they will only be able to change call handling via a user s login but will still be able to change all of these Settings features via an administrative login Call Transfer i Saa Call Handling l This service enables a user to define criteria that causes certain incoming Voicemail Settings calls to be redirected to user specified destinations You are able to set Figure 85 Call Setup this up to two different options for when you are busy and for when you Standard don t answer The when I m busy option works when you are already on a call and the person making the call will be either forwarded to another number send the call to a voice mail or have no affect You are also able to select the sam
64. tment Departments can be added to the company and then used across any site This will just give an indication of what department a user or service is in Adding a Department To add a new department to your company you need to input the name of the department in the name field and then click Add Once you have done this your new department has been created and will be displayed in the department box Page 20 DRIZON Unlim R D ted communications Departments l Name it Department Add Department Name Dashboard Administrator Call Policies Call Policies allow you to alter whether the users within your company s username is are hidden when making an external call You are also able to override the feature for different sites so you can have different settings for each site Company Call Policies on Block calling name for external calls Name Testing Site jason secondResourceProvidermpl You are able to turn blocking call name for external calls on simply by clicking on the on off switch show it shows on and the saving it If you would like to change this feature for a site click on the Edit button next to the sites name This only applies within a Company Manage Testing Site Testing SiteCall Policies l on Override company call policy off Block calling name for external calls Number to use for calling line identity User phone number site phone number
65. to monitor and then click Save When you have done this a small icon will appear on your device with the person s name next to it If the person is in call the icon will change to a do not disturb symbol Monitored Users _ Search User Two Leer one John Smith Jane Smith Figure 100 Busy Lamp Speed Dial Each user is able to set up their own speed dial so they can call people quicker using either 1 digit or 2 digit numbers To make a cool using 1 digit dialling just enter the number and then push the dial button on your device To use the 2 digit dialling enter a hash and then the 2 digits and then press the dial button on your device To set up your speed dial either click on the 1 digit or 2 digit dialling tab and then click the Add New to add a new speed dial entry Then you are able to add a new contact by inputting their name and number or by selecting a contact from your directory Page 67 Unlim ted communications Speed Dial Numbers 1 Digit Dialling Digit Dialling Name Destination Outgoing call settings allows you to set up some configurations that will affect your outgoing calls You are able to turn on automatic call back which will allow you to call back a busy contact when that contact is next free You are also able to make your number withheld which will allow you to be able to hide your number when making outgoing calls xa Enable Automatic Cal
66. u to search view and download call data for calls that the company has made or received When searching the calls you are able to select from a range of options such as date where you can select a start date and end date and it will display all the calls within that range By default this is set to search for calls over the last week You can also filter calls by call type where you can select inbound outbound or both You can also filter results on external or internal calls by changing the call scope The final search criterion enables you to view calls by user or site Click the download button to get a copy of your call data This will be downloaded onto your system in a csv file to your default download folder site A e search User Start Date Time ie y ARE Call Type Both Ways Y End Date Time ul RE Call Scope Both D Calls Per Page 10 amp A Incoming 2london 2011 10 12 12 20 33 Outgoing london 2011 10 12 S Incoming london 2011 10 Incoming london 2011 Outgoing london 2011 10 12 12 17 57 Outgoing london 2011 10 12 12 15 05 Incoming london 2011 10 12 12 15 05 Outgoing london 2011 10 12 12 15 05 Incoming 2london 2011 10 12 12 14 59 Incoming Zlondon 2011 10 12 12 14 39 42 a esch U 01339720472 Answered 0470 N NN NN Nh N WE et FORT Ga in 0133972047 1 Page 72 HORIZON s Unlimited communications Statistic Dashboard Calls per week Outbound Inbou
67. ule called bank holiday at the bottom it will just display bank holiday and what colour you have assigned to it On the calendar it will display a coloured box for each bank holiday In figure 59 the calendar is being displayed in the month view but you are able to change it to week or day view Using the arrows in the top right corner you can move the Page 40 Name All Day Event start Date Time End Date Time Recurs Unlimited communications calendar back and forward so in month view it will take you to another month then you are able to select on today to return to today s date Standard Hours 18 18 11 op op 19 0911 EA EE Never mg zg To create an event using work hours as an example you click on Add New and you will get another window open where you are able to create the schedule You need to give the schedule a name and select whether it is holiday or time in the instants of working hours it would be a time Then you need to select a colour and then click create You will then be redirected to a new event window where you can create your new event This window is where you are able to select the event and what recurrence it has You will need to input the name of the event and whether it is all day event If you uncheck this box you will be able to input a time that you want the schedule to have so in our example you would use 09 00 17 00 You are also able to s
68. umber of remaining subscriptions and add more if you wish You are also able to view a list of Premium and Standard users Select the subscription centre from the main menu which is under the administration option You will be taken to a page where you are able to view how many available subscriptions you have and how many are currently being used Page 22 HORIZON Unlim ted communications Subscription Centre Available User Subscriptions d Premium _ 45 More Info standard More Info Auto Attendant More Info Voice Mail More Info Available Call Group Subscriptions Call Parking Call Pick Up Call Recording Hunt Group Instant Conference Group Figure 27 Subscription Centre Home lf you want to find out more information about a service click on More Info next to the service and you will be taken to figure 32 If you select the Premium or Standard service it will display all the features that users have and if you select one of them it will give you a small definition about that the features that are available Dashboard Administrator Premium Subscription Information Premium Auto Attendant used Provides companies with a powerful and flexible tool to field inbound calls and deliver them to the intended destination through interactions with the caller 45 available Auto Attendant is reached by dialing an associated phone number or an extension Once connected to the Auto Attendant the ca
69. xtra button appear so you can view what available numbers that site has Once you have done that you will need to create the csv file that you will upload To see how to create csv files look at the section above this Once you have completed the file you need to save it on your computer and then select the document by clicking the Browse button Then you are ready to upload Once you have clicked Upload you will be taken to one of two screensl One screen will tell you your upload has been successful and show you what users you are adding figure 20 The other screen will display what errors you have in your file figure 19 If you get the error in user upload you will need to edit the csv file based upon what the error message is So in this example figure 19 you would need to check the number that the user has been given The first column is to tell you what row that user was created on to make it easier to update the user To re upload the csv file click on try again and it will take you back to the previous screen Page 18 HORIZON Unlimited communications Errors were found in your upload Please review them below Roll you mouse over the error icons to see more information J J Errors in User Upload ni The number is not available for assignment or does not exist 2 TestDemo jason example com Test Demo TestDemo horizon com rare FOOT oan oT ooo Premium 01678412346 Ta EE l 3 TestDemol jason example com Test

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