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Customer Administrator Reference Manual

1. OK Apply Cancel After Hours Greeting Default Greeting gt Persona Greeting Load personal greeting Menu Options _ Enable first level extension dialing Key Description Action Action Data group operator Transfer to operator 7 Phone Number 1 _ dial by extension Extension dialing vV dial by name Name dialing vV 3 v 4 vV 5 v 6 Vv 7 v 8 Vv 3 Vv z v vV Note Callers who do not indicate a transfer option will be forwarded to the operator OK Apply Cancel Group gt Services gt Auto Attendant gt Menus gt After Hours Menu On the Group Services menu page Click Auto Attendant Click Edit On the options menu select Menus and click After Hours Menu Select Default Greeting or Personal Greeting Select Default Greeting to play a generic system recording that does not identify your company by name Select Personal Greeting to play a custom recording Type the path and file name of a WAV file with your greeting in the Browse for a new audio greeting text box or click Browse to select a file on your computer Click the Enable first level extension dialing button to allow callers to enter the extension of the party they want to reach without selecting a menu option first Enabling this feature is more convenient for callers who know the extension of the person they want to reach After the W
2. Options G ti Profile Message Greetings allows you to upload personal audio files as greetings to use when people reach your voice messaging box Incoming Calls OK Apply Cancel Outgoing Calls Call Control iL_ Disable Message Deposit Calling Plans Semen Disconnect call after greeting Client Applications _ Forward call after greeting to D Messaging Utilities Busy Greeting System greeting f Personal greeting Load personal greeting Browse No Answer Greeting System greeting unavailable Greeting Load Unavailable Greeting Browse Alternate No Answer Greetings Greeting Name Greeting file Load Alternate Greeting Audio Browse Audio Browse Audio Browse Number of rings before greeting 3 v OK Apply Cancel Group gt User gt Messaging gt Greetings On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Messging Click Greetings To prevent callers from leaving messages check the Disable Message Deposit box Chosse from Disconnect call after greeting or Forward call after greeting to For Busy Greeting Selecting System greeting Default setting callers hear the system s standard greeting when your phone is busy If you choose Personal greeting type the path and file name of a WAV file with your greeting
3. D Profile Add a new group or department administrator or manage existing administrators Resources Services Administrator ID a Last Name First Name Department Acct Auth Codes Groupadmin Group Administrator Sales Call Center Page 1 of 1 Calling Plan Administrator ID 4 Starts With V Find Find All Group gt Profile gt Administrators 1 On the Group Profile menu page Click Administrators 2 To display the previous page click OK Note If additional Customer Group Administrators are required you will need to Contact Telstra for these additional Customer Group Administrator logons to be configured Note Customer Group Administrators can only be added and modified at an Enterprise level not at a group level Group Policies for a Group Administrator can only be added at an Enterprise level not a group level 14 4 DEPARTMENTS Use this item on the Group Profile menu page to e List Departments e Add Departments e Delete or Modify a Department List Departments Use the Group Department page to list all the departments in the group From this page you can add modify or delete a department CHAPTER 14 PROFILE 119 b Profile Resources Services Acct Auth Codes Call Center Calling Plan Utilities Options Welcome Sales Group Administrator Logout Departments Add a new department or manage existing departments in the gr
4. Options s sos Call Processing Policies Profi Profile Configure the Group Calling Line ID and the group name for outgoing calls The group settings override any user settings Also for users without phone numbers to make calls the Group Calling Line ID must be set This configuration also applies to the Group Connected Line Identification and name Resources Acct Auth Codes Call Center Calling Line ID Calling Plan Utilities Use group name for Calling Line Identity Allow Department Name Override Non Emergency Calls Use user phone number for Calling Line Identity O use configurable CLID for Calling Line Identity Use group department phone number for Calling Line Identity Emergency Calls Use user phone number for Calling Line Identity O Use configurable CLID for Calling Line Identity Use group department phone number for Calling Line Identity C Block Calling Name for External Calls Calling Line ID Group Number Calling Line ID Group Name Incoming Caller ID O use Group Dialable Caller ID Policy Use Enterprise Dialable Caller ID Policy Dialable Caller ID Access on off OK Apply Cancel Group gt Profile gt Call Processing Policies 1 On the Group Profile menu page Click Call Processing Policies Select the required option for Calling Line Identity Select the required option for Non Emergency Calls Select the required option for Emrergency Cal
5. Move Up Move Down Group gt Profile gt Users gt Client Aplications gt Attendant Console Click one or more names from the Available Users list Click Add or Add All if selecting all users Click on the headers from the Available Columns you want to view Click Add or Add All if selecting all headers 10 To save your changes Click Apply or OK You now have users available to monitor in Attendant Console 22 5 CALL CENTRE FAQ S gt O PO gt O PO PO O P gt O PO When log in as an Agent why are my Available and Unavailable buttons on the toolbar greyed out Your Customer Group Administrator may need to select the Allow Agent Logon check box on the CommPilot web portal What is the default refresh time for the Agent Activity real time report 5 minutes is the default refresh time however this can be altered to a minimum of one minute On the Monitoring tab in the Call Centre panel why am unable to see the calls in the queue and Not Monitored is displayed Ensure the password of the Call Centre has been entered into the Password field This password must correspond to the password of the Call Centre in the CommPilot web portal Why is the Agent s ACD State blank The Agent may not have initially updated their status or has not changed their status for a period of time Why can only expand one of the Call Centres and see the calls in that Call Centre A Super
6. Options Numbers Profile Displays the phone numbers of the group as well as the department and or user to which they are assigned and indicates if they are activated You can select a phone number and then modify the department to which it belongs The department of the phone number and the department of the user do not have to be identical the department on phone D Resources numbers just allows you to categorize the numbers Acct Auth Codes Enter search criteria below Call Center Calling Plan Utiliti Phone Numbers User ID Last Name First Name Extension Department Activated Edit ities 61 812345000 61 812345049 Edit Page 1 of 1 Group gt Resources gt Numbers 1 On the Group Resources menu page 2 Click Numbers 3 Click Search to display all phone numbers assigned to the group The Groups Numbers page is a list page that contains an advanced search The Phone Number Department and Assigned user display for each phone number Depending on the number of pages of data in a list list pages allow you to present the data several different ways You can click the headings of a column to change the sort order of items in the column use the input boxes below the data to specify search criteria or click the page links for example Next or Previous The advanced search lets you define specific search criteria to narrow your search and display a manageable list 4 To display the previous page click OK Change
7. CHAPTER 16 SERVICES MENU 142 Department Language Time Zone Business Hours Holiday Schedule Scope of extension dialing Scope of name dialing Name Dialing Entries Click the drop down arrow to choose a department for the auto attendant The language in which service specific messages are played during calls to the auto attendant Default is English U S English unless configured otherwise Click the drop down arrow to choose a time zone for the auto attendant The time schedule that defines the business hours for the auto attendant During non business hours callers hear the after hours greeting and dialing menu EveryDayAllDay means that no schedule for business hours is in effect The holiday schedule for the auto attendant On a scheduled holiday callers hear the after hours greeting and dialing menu Determines whether extension dialing applies across the department group or enterprise if your group Is part of an enterprise of the auto attendant Determines whether name dialing applies across the department group or enterprise if your group is part of an enterprise of the auto attendant Define how a caller should say the name of the person they want to reach LastName FirstName The caller must first say the last name of the person and then say the first name LastName FirstName and FirstName Lastname The caller can say either the last name and then the first name of the person orthe
8. SS To delete select Delete 20 2 CUSTOM CONTACT DIRECTORIES Use this page to view your group s for a service provider group or enterprise for an enterprise group custom contact directories From this page you can also create new custom contact directories and manage existing custom contact directories Note The Custom Contact Directories can be viewed by all users in the Group or Enterprise Welcome Sales Group Administrator Logout Options Custom Contact Directory fil Profile Create a new custom contact directory and manage existing custom contact directories Resources ok Add Cancel Services Acct Auth Codes Directory Name No Entries Present Call Center Page 1 of 1 Calling Plan Directory Name v Starts With v Find Find All D Utilities oK Add Cancel Group gt Utilities Menu gt Custom Contact Directories CHAPTER 20 UTILITIES MENU 221 On the Group Utilites menu page Click Custom Contact Directories Click Edit or any item on the Directory row to modify In the Directory Name text box highlight and type over the text you want to edit SS n p Select users from the Available Users column To select several items in sequential order click the first name hold down the SHIFT key on the keyboard and click the last name To select several items but not in a particular order click the names while holding down the CTRL key on th
9. Use the system default CLID configuration currently including the Hunt Group Name in the CLID customize the CLID for this Hunt Group W Include the Hunt Group Name in the CLID Enter search criteria below User Deew Available Users Assigned Users Add gt Remove lt Add All gt gt Remove All Move Up Move Down ok Cancet Group gt Services gt Hunt Group On the Group Services menu page Click Hunt Group Click Add Type or select information for the hunt group An asterisk indicates required data Hunt Group ID Enter an ID for the Hunt Group do not use spaces the length must be between 6 80 character Name Enter a name for the Hunt Group do not use spaces the length must be between 6 80 character Calling Line ID Last Name Enter the Last Name Calling Line ID this will display when an incoming call displays on your handset Calling Line ID First Name Enter the First Name Calling Line ID this will display when an incoming call displays on your handset Department Select a Department from the drop down list if required Select the Language that is the language in which service specific messages are played during calls to the hunt group Default is English U S English unless configured otherwise Time Zone Select the relevant Time Zone Allow Call waiting on agents Use this feature if you require the agents t
10. 1 On the Group Utilities menu page Click Voice Portal Branding 2 Select the source for your Voice Portal greeting Default Greeting or Branded Greeting 3 If you select Branded Greeting click Browse to find and open the source file for the greeting on your computer This file must be a properly configured WAV file CCITT u law or a law 8 bit 8 KHZ mono or MOV file H 263 video codec hinted streaming The path to the file displays in the Load Custom Greeting box CHAPTER 20 UTILITIES MENU 239 Select the source for your Voice Messaging greeting Default Greeting or Branded Greeting If you select Branded Greeting click Browse to find and open the source file for the greeting on your computer This file must be a properly configured WAV file CCITT u law or a law 8 bit 8 KHZ mono or MOV file H 263 video codec hinted streaming The path to the file displays in the Load Custom Greeting box To save your changes Click Apply or OK CHAPTER 20 UTILITIES MENU 240 HA AP TE ER 2 FREQUENTLY ASKED QUESTIONS Listed below are a number of Frequently Asked Questions that relate to numerous features that Customer Group Administrators are required to support Check these faults prior to calling Telstra Help Desk 21 1 PROCESS FAQ S 1 Identify and document fault Group User Phone Service etc 2 Verify phone features are not enabled eg Call Forwarding at phone TIPT 3 Verify
11. Codes Management Add Department pages to select the group or department and add a code for the group or the selected department Welcome Sales Group Administrator Logout ee Codes Management Add Department Profile Add a new authorization code for the group or a department Resources OK Cancel Acct Auth Codes Department Group Default Call Center Account Authorization Code Calling Plan Description Utilities OK Cancel Group gt Calling Plan gt Codes Management 1 On the Group Calling Plan menu page Click Codes Management This page lists all departments within your group If your group is part of an enterprise this page also lists any departments created on the enterprise level by your enterprise administrator If you choose to modify the code management settings for an enterprise level department your changes will only apply to users in that department that exist within your group 2 Inthe Department column click Group Default or the name of a department 3 Click Add 4 Type the new Authorisation Code The length of the code is determined by the setting that has been configured in the Acct Auth Codes Administration page Number of digits field An asterisk indicates required data 5 Enter a Description 6 To save your changes Click Apply or OK DELETE ACODE FOR THE GROUP OR A DEPARTMENT Use the Group Codes Management M
12. If the operator number is not valid the call ends with the message Your call cannot be transferred please try again later thank you Please wait while your call is transferred to Marketing Call is transferred to the number in the Number column If the number is not valid the call ends with the message Your call cannot be transferred please try again later thank you Please wait while your call is transferred to Accounting Call is transferred to the number in the Number column If the number is not valid the call ends with the message Your call cannot be transferred please try again later thank you Access to name dialing is provided Access to extension dialing is provided Call is released Menu greeting is played Menu greeting is played 145 12 To save your changes click Apply or OK Specify Greeting and Dailing Menu for After Hours Use the After Hours Menu page to select the greeting and dialing menu prompts and actions to be used outside business hours An example of a dialing prompt is We are closed Dial O to reach the operator Py Group gt Auto Attendant abc Welcome Sales Group Administrator Logout Options ima After Hours Menu Profile Configure the automated receptionist greeting prompt and dialing menu to be used after business hours b Menus
13. Client Applications dentity Device Profile Trunking None Messaging Aliases sip DCUseri model ipvs net Utilities sip model ipvs net V sip model ipvs net V sip model ipvs net V OK Apply Cancel Group gt Profile gt Users gt Addresses On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Addresses Update details as required Noa To save your changes click Apply or OK CHAPTER 6 PROFILE MENU 29 6 2 4 CHANGE A USER PASSWORD Use the User Passwords page to change a user password for the web portal or the voice portal A user can also change their password 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the user 4 Click Passwords 5 Select the type of password Set web access Password or Set portal Password The Set portal password button displays only for users with the Voice Messaging service a Type and retype the new password in the Reset Password text boxes To save your changes click Apply or OK Group gt Users DCUser1 Welcome Sales Group Administrator Logout Opti trea Passwords b Profil rrome Passwords allows you configure your passwords for the web portal and or portal Incoming Calls ok Apply Cancel Outgoing Calls Call
14. Messaging Yv Calls From Outside Enterprise Utilities SA Collect Calls Y DSOne Allow Y Partial Allow only if transferred by a group user P Block N OK Apply Cancel Group gt User gt Calling Plans gt Incoming Calling Plan On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Calling Plans Click Incoming Calling Plan In the Calls From Within Enterprise Collect Calls and any rules for digit string numbers check allow or uncheck prevent the Permitted check box for the user for one or more of the call types In the Calls From Outside Enterprise drop down list choose one of these settings Y Allows user to receive all calls from outside the group P Allows user to receive calls from outside the group only if the outside call is transferred or forwarded to the user by another user inside the group N Prevents user from receiving all calls from outside the group even if the outside call has been transferred or forwarded by a user inside the group Note Fully restricted users N for Calls From Outside Group cannot pick up outside calls in their call pickup group or outside calls parked by a user in their group To save your changes click Apply or OK CHAPTER 10 CALLING PLAN OPTIONS 87 10 2 OUTGOING CALLING PLAN Use the User Outgoing Calling Plan page to con
15. Remove lt Add All gt gt Remove All OK Apply Cancel Group gt User gt Call Contol gt Push to Talk 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 Onthe Users menu page Click Call Control 5 Select Push To Talk Select your Auto Answer options 6 Check On if you want to automatically answer Push To Talk calls Check Off if you do not want to automatically answer Push To Talk Calls 8 Select the Outgoing Connection Type 9 Select One way Voice to establish a one way path If this option is selected then the originator of the call can talk to the party receiving the call but the party receiving the call cannot talk to the originator of the call 10 Select Two way Voice to establish a two way path If this option is selected then both the originator of the call and the party receiving the call can talk to each other 11 Select your Access list Check Allow calls only from the users selected below to accept Push To Talk calls from only the listed users Check Allow calls from everyone except the users selected below to accept Push To Talk calls from everyone except the listed users 2 Enter your Search criteria or click the Search button to display a list of all users 13 Select the Available users from the Available Users column To select several items in sequential order click the first name hold do
16. SalesDept Welcome Sales Group Administrator Logout ee Call Center Addresses Profil D Profile Addresses allows you to view and maintain your phone number and other identities that are used to make and receive calls Routing Policies oK Apply Cancel Calling Plans Phone Number Extension Aliases sip model ipvs net V sip model ipvs net V sip model ipvs net V OK Apply Cancel Group gt Call Center menu gt Call Centers gt Addresses 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Select Addresses 4 Click on the drop down arrow from the Phone number field select a number for the Call Centre 5 To save your changes Click OK CHAPTER 18 CALL CENTRE MENU 188 18 5 AGENTS ASSIGN USERS AS AGENTS FOR THE CALL CENTRE 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Select the Agents menu 4 To view all users click the Search button OR To find the desired user enter the search criteria in the fields provided and click the Search button Group gt Call Centers Welcome Sales Group Administrator Logout Options Agents D gt Profde Configure the list of agents that belong to this call center Users are available if they have been assigned an appropriate Call
17. This menu displays the items that group administrators use to assign resources e Assign Group Services e New User Services Template e Existing User Services Use the items on the Group Resources menu to list resources assigned to your group for example modify or remove resources for example devices and add services to and remove services from the group CHAPTER 15 RESOURCES MENU 127 On your Home page on the Options list click Resources The Group Resources menu page displays 15 1 IDENTITY DEVICE ENDPOINTS Use this item on the Group Resources menu page to display the identity device endpoints assigned in the group Welcome Sales Group Administrator Logout Options f e Identity Device Endpoints Profile Search for identity device endpoints in the group D Resources Services aera Enter search criteria below cct Au es Line Port User Parthg Starts With V Call Center Calling Plan Line Port al User ID Last Name First Name Phone Number Extension Department Edit 123456879 model ipvs net DCUser1i Summers Anne Edit Utilities Page 1 of 1 Group gt Profile gt Identity Device Endpoints 1 On the Group Resources menu page Click Identity Device Endpoints 2 Click the Search button A list of devices assigned to your group appears 3 To display the previous page click OK 15 2 IDENTITY DEVICE PROFILES Use this item on the Group Resources menu page to
18. 119 14 5 14 6 14 7 14 8 14 9 List Departments Add Departments Delete or Modify a Department Schedules List Schedules Add Schedules Add Event Modify or Delete a Schedule Call Processing Policies Communication Barring Auth Codes Dial Plan Policy Dialable Caller ID CHAPTER 15 RESOURCES MENU 15 1 15 2 15 3 15 4 15 5 15 6 15 7 15 8 15 9 Identity Device Endpoints Identity Device profiles 119 120 121 121 121 122 122 123 124 124 125 126 127 128 128 15 2 1 To Rebuild Device configuration and reset the IP phone for the user 129 To Delete or Modify Information about a Device 15 2 2 To Re order Line Ports 15 2 3 To Delete a Device from a User Domains 15 3 1 List Domains Network Classes of Service Numbers List Assigned Numbers Change Department Assignment of Numbers Office Zones Services List Services Trunking Call Capacity Assign Group Services 15 10 New User Services Template 15 11 List Service Packs and User Services Existing User Services Assign or Unassign Service Packs or User Services CHAPTER 16 SERVICES MENU 16 1 16 2 16 3 16 4 Auto Attendant List and Activate or Deactivate Auto Attendants Add an Auto Attendant Specify Greeting and Dialing Menu for Business Hours Specify Greeting and Dailing Menu for After Hours Specify a phone number for the Auto Attendant Modify an Auto Attendant To Delete an Auto Attendant Recording
19. 51 53 53 54 54 55 55 56 57 58 58 60 9 19 Shared Call Appearance List or Delete Devices and Lines Add a Device or Line Delete or Modify Devices or Lines Multiple Call Arrangement CHAPTER 10 CALLING PLAN OPTIONS 10 1 10 2 10 3 Incoming Calling Plan Outgoing Calling Plan Outgoing Authorization Codes List Outgoing Authorization Codes Add an Outgoing Authorization Code Delete an Outgoing Authorization Code Outgoing Digit Plan 10 4 10 5 Outgoing pINHOLE Digit Plan Transfer Numbers CHAPTER 11 CLIENT APPLICATIONS OPTIONS 11 1 11 2 11 3 11 4 11 5 11 6 11 7 11 8 Attendant Console Busy lamp field CommPilot Call Manager Outlook Integration BroadWorks Agent BroadWorks Supervisor BroadWorks Receptionist Broadworks Assistant Enterprise Telstra Telephony Toolbar CHAPTER 12 MESSAGING OPTIONS 12 6 Aliases Distribution Lists Greetings Voice Management Voice Portal 12 5 1 To use your phone to record your announcement Voice Portal Calling CHAPTER 13 UTILITIES OPTIONS 13 1 13 2 13 3 13 4 13 5 13 6 Authentication Basic Call Logs Feature Access Codes Enterprise Directory Intercept User Registrations CHAPTER 14 PROFILE 14 1 14 2 14 3 14 4 Profile Change password Change Your Password Administrators List Administrators Departments CHAPTER 1 WHAT IS IP TELEPHONY 110 110 111 112 114 114 116 117 118 118 119 119 119
20. 6 2 14 COMMUNICATION BARRING AUTH CODES Use the User Profile Communication Barring Auth codes page to view and manage providing this has been pre configured by Telstra communication Barring Auth Codes for a user Group gt Users DCUser1 Welcome Sales Group Administrator Logout pant Communication Barring Auth Codes Create new Communication Barring authorization codes and manage existing codes Incoming Calls ok my Add Cancel Outgoing Calls Delete Codes a Description No Entries Present Calling Plans OK Apply Add Cancel Client Applications BP Profile Call Control Messaging Utilities Group gt Profile gt Users gt Communication Barring Auth Codes CHAPTER 6 PROFILE MENU 36 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Communication Barring Auth Codes Click Add to add a new code Enter Authoization Code and Description Click OK ee SS e To save your changes click Apply or OK 6 2 15 DEVICE POLICIES Use the User Profile Device Policies page to view and modify Device Policies for a user Options BP Profile Incoming Calls Outgoing Calls Call Control Calling Plans Group gt Users DCUser1 Welcome Sales Group Administrator Logout Device Policies View or modify Device Policies for the User OK A
21. ADD MODIFY AND DELETE OUTGOING DIGIT PLAN Use the Group Outgoing Digit Plan page to list add modify or delete the current settings for the Outgoing Digit Plan for the group and departments All new users receive the privileges assigned to the Group Default or if assigned to a department they receive the privileges assigned to that department Note Department settings override group settings Note This page lists all departments in your group If your group is part of an enterprise this page also lists all departments created at the enterprise level by your enterprise administrator If you alter the settings for an enterprise level department your changes will only apply to users in that department that exist within your group Welcome Sales Group Administrator Logout Outgoing Digit Plan Customize the Outgoing Digit Calling Plan for the group and or departments ess ok Apy Canc Biinitiating Call Forwards Transfers Call Center Department DSOne D Calling Plan Group Default aa Select from drop down list to permit call type Users can be configured with their own custorn settings in user level Calling Plan mr Aeely _ Cancel Group gt Calling Plan gt Outgoing Digit Plan 1 On the Group Calling Plan menu page Click Outgoing Digit Plan 2 Select the Originating tab to edit the settings on the row for the group and Department 3 To allow a call type select Y
22. Call Control Calling Plans Calling Line ID Client Applications j BZ M i i i i mtesseaing Non Emergency Calls Use user phone number for Calling Line Identity Utilities O Use configurable CLID for Calling Line Identity Use group department phone number for Calling Line Identity Emergency Calls Use user phone number for Calling Line Identity O Use configurable CLID for Calling Line Identity Use group department phone number for Calling Line Identity Use group name for Calling Line Identity Allow Department Name Override _ Block Calling Name for External Calls Calling Line ID Group Number Calling Line ID Group Name Incoming Caller ID O Use User Dialable Caller ID Policy O Use Group Dialable Caller ID Policy Dialable Caller ID Access C on off o Co cen Group gt Profile gt Users gt Call Processing Policies On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Call Processing Policies Select the required option Use User Calling Line Id Policy or Use Group Calling Line Id Policy Select the required option for Non emergency calls and Emergency calls If required select Use Group Name for Calling Line Identity and Allow Department Name Override If required select Block Calling Name for External Calls Oe I p a os To save your changes click Apply or OK
23. Click Delete Click OK to display the previous page Note Once you Delete the number is peranently deleted from the list This action cannot be undone 12 3 GREETINGS You use this page to set your voice message greetings that callers hear or see when they get either a busy tone or no answer when they call you Your greeting can be a generic system recording or a personalised recording You can also record your voice message greetings using the voice portal on your phone Note Other services such as Call Forwarding No Answer share this setting and if it is changed in one service that change affects all other services using this value Note If a mobile phone is used for the Simultaneous Ring service the number of rings before the Voice Messaging service answers your phone should be set to more than three rings Some mobile phones have slower location and connection services which may delay the Simultaneous Ring to the mobile phone from occurring before an answer by the Voice Messaging service Note You can upload video files to be used as your personal greetings However if the calling party is not able to see video then only the audio greeting are heard Note The maximum length allowed for WAV WMA MOV and 3GP files is 2 minutes CHAPTER 12 MESSAGING OPTIONS 105 h ee eS SS 10 11 12 13 Group gt Users DCUser1 Welcome Sales Group Administrator Logout
24. DCUser1 Welcome Sales Group Administrator Logout Options s Registrations Profile Displays all the static and dynamic registrations for a user Incoming Calls Outgoing Calls Call Control No Entries Present Calling Plans Client lications Messaging b Utilities Group gt User gt Utilities gt Registrations On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Utilities Click Registrations If the phone is not registered it will report that No Entries Present There is no configuration necessary on this page See Se SS Click OK to display the previous page CHAPTER 13 UTILITIES OPTIONS 116 CHAPTER 14 PROFILE Use this item from the Group Profile menu page to modify the group profile BASIC MENU This menu displays e Users e Profile e Change Password e Administrators e Departments e Schedules ADVANCED MENU This menu displays e Call Processing Policies e Communication Barring Auth Codes e Dial Plan Policy e Dialable Caller ID Welcome Sales Group Administrator Logout Options Profile D Profile Basic Advanced esources caruaae Users Call Processing Policies Add modify or remove users Configure group level Call Processing Policies Acct Auth Codes N A K Profile Communi
25. Delete Identity Device Profile Type a Identity Device Profile Name Line Port Edit No Entries Present Page 1 of 1 Identity Device Profile Type YV Starts With V Find Find All ok Apy Add Cancel Group gt User gt Call Contol gt Shared Call Appearance List or Delete Devices and Lines Use the User Shared Call Appearance page to list the shared appearance devices and lines assigned to the user and to delete a device or line CHAPTER9 CALL CONTROL OPTIONS 81 h On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Call Control Click Shared Call Appearance To delete a device or line check the Delete box on the line for the device or line Se nS Se e To save your changes click Apply or OK Note After making changes within CommPilot to the Shared Call Appearance page for a user please wait 3 6 minutes for the configuration file to be updated then all phones will require rebuilding of the file and rebooting for the change to take effect Add a Device or Line Use the User Shared Call Appearance Add page to add shared appearance devices lines for a user 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 Fora selected user click Call Control 5 Click Shared Call Appear
26. If you want to retrieve voice messages using your phone and your e mail account select Use unified messaging If you see the Advanced Settings Also saves current page data do not change the settings as they are managed by your group administrator When using unified messaging you can check the Use Phone Message Waiting Indicator box This option provides a stuttered dial tone and blinking light on some phones to inform you when you have messages waiting Select Forward it to this e mail address and provide the e mail address where you want your voice messages to be sent if you always listen to your voice messages using your e mail account and do not use the phone retrieval option Check Notify me by e mail of the new voice message at this address box to receive a short e mail message in your inbox informing you about the new caller and date time of the message is sent In the text box type the e mail address where you want these notifications to be sent Check the E mail a carbon copy of the voice message to box and provide the e mail address where you want the copy to be sent if you want a carbon copy of your messages to be sent to another e mail address CHAPTER 12 MESSAGING OPTIONS 107 14 To specify whether callers have the option to transfer to another number e g your mobile reception or an auto attendant instead of leaving a voice message check the Transfer on 0 to Phone Number When a caller chooses to press
27. Options BroadWorks Anywhere Add Profile Create a BroadWorks Anywhere Portal Resources OK Cancel D Services Acct Auth Codes BroadWorks Anywhere ID fs model ipvs net V Name Call Center Calling Plan Calling Line ID Last Name Calling Line ID First Name Department None V Language English Vv Time Zone GMT 10 00 Australia Victoria v Utilities Can Be Used By Users in Enterprise Users in Group Prompt to Confirm Calling Location C Never Prompt Q Always Prompt Prompt If Not Available C Silent Prompt Mode W Prompt For Passcode OK Cancel Group gt Services gt BroadWorks Anywhere Enter the Anywhere ID this name must be alphanumeric do not use spaces Enter a Name for the Anywhere Portal Enter the Calling Line ID Last Name Enter the Calling Line ID First Name Select the Department if required Select the Users in Group radio button Choosing Users in Group allows all users configured in the same group as the Anywhere portal to originate and receive calls through the Anywhere portal number Select Never Prompt for the Prompt to Confirm Calling location Never Prompt the portal never prompts for the calling address Always Prompt the portal always prompts for the calling address Prompt If Not Available the portal prompts if the calling address is not ava
28. Page 1 of 1 Group gt Profile gt Dial Plan Policy 1 On the Group Profile menu page Click Dial Plan Policy 2 Select the required Dial Plan Policy Settings For This Group System Setting default or Service Provider Settings or Group Settings Select Requires Access Codes for Public Calls if required Select E 164 for Public Calls if required Select Prefer E 164 Number format for Callback services if required Select Public Digital Map if required Select Private Digit Map if required So ph SS Ue To save your changes click Apply or OK 14 9 DIALABLE CALLER ID You use this page to configure dialable caller ID settings and manage dialable caller ID criteria for your group Dialable caller ID criteria are used to screen incoming calls and transform the caller s phone number into a dialable format Dialable caller ID criteria can be defined at the system service provider and group levels The level to use is determined by the Call Processing Policies settings Welcome Sales Group Administrator Logout Dialable Caller ID Configure the group s Dialable Caller ID settings You can select to use the Group s defined criteria or to use the Service Provider Enterprise criteria You can also create a new Dialable Caller ID criteria or manage existing criteria Resources Services OK Apply Add Cancel Acct Auth Codes Call Cente Dialable Caller ID Configuration Use Group Crite
29. Profile menu page Click Users CHAPTER 7 INCOMING CALL OPTIONS 41 Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Calling Name Delivery eo a E Click On to activate Off to deactivate the feature for Enable External Calling Name Delivery The default setting for this feature is On Click On to activate Off to deactivate the feature for Enable Internal Calling Name Delivery The default setting for this feature is On 8 To save your changes click Apply or OK 7 4 CALLING NAME RETRIEVAL The Calling Name Retrieval feature looks up the name of a caller in an external database when the name did not appear with the original call Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options p P Calling Name Retrieval Profile Calling Name Retrieval looks up the name of a caller in an external database when the name did not arrive with the original call This is helpful to identify callers when using the CommPilot Call Manager a phone that displays CLID information or other call clients D Incoming Calls Outgoing Calls OK Apply Cancel Call Control Calling Plans Enable Calling Name Retrieval C Jon of Client Applications Messaging OK Apply Cancel Utilities Group gt Profile gt Users gt Incoming Calls gt Calling Name Retrieval 7 4 1 TO ACTIVATE CALLING NAME
30. Public Switched Telephone Network Push To Talk CHAPTER 23 USER SCENARIOS AND EXERCISES 256 PVC QA QoS QoV RACF RADIUS RAM RAS RO ROM RTCP RTP SA SCA SIP SLA SMS SMTP SNTP SP SQL STP TCP TCP IP TFTP TIA TIPT ToS UM URL VAD VLAN VM VMS VolP VPN WAN WAP WAV WWW X 25 Private Virtual Circuit Quality Assurance Quality of Service Quality of Voice Resource Access Control Facility Remote Authentication Dial In User Service Random Access Memory Remote Access Service Remote Office Read Only Memory Real Time Control Protocol Real Time Transport Protocol Security Association Shared Call Appearance session Initiation Protocol service Level Agreement Short Message Service Simple Mail Transfer Protocol Simple Network Transport Protocol Service Provider Structured Query Language Signal Transfer Point Transmission Control Protocol Transmission Control Protocol Internet Protocol Trivial File Transfer Protocol Telecommunications Industry Australia Telstra IP Telephony Type of Service Unified Messaging Uniform Resource Locator Voice Activity Detection Virtual Location Area Network Voice Mail Voice Mail System Voice over IP Virtual Private Network Wide Area Network Wireless Application Protocol Wave file extension World Wide Web CCITT Packet Switching Standard CHAPTER 23 USER SCENARIOS AND EXERCISES 257 X 400 X 500 X 509 X11 xDSL XML CCITT and ISO Message handling S
31. Users must follow the criteria set on this page when entering resetting or changing their Voice Portal passcodes Group Welcome Sales Group Administrator Passcode Rules Configure the passcode rules to be used when cresting or updating Portal passcodes ae Lox Ay Coa _ Portal users use System Rules Call Center Service Provider Enterprise Rules Ca Plan Group Rules Utilities Passcode format V cannot be the user s own extension or phone number cannot be the user s own extension or phone number reversed Y cannot contain 3 Y or more repested digits cannot contain more than 3 sequentially ascending digits or 3 sequentially descending digits cannot be repeating patterns lt cannot be any of the last i 2 pesscode s Ss cannot be the reversed old passcode Y must be at least 4 7 characters no more than 8 Y characters Passcodes expire Never After Days Disable login Never afte 3 Y failed login attempts When login is disabled send e mail to OK Aepy Cancel Group gt Utilities Menu gt Passcode Rules 1 On the Group Utilities menu page Click Passcode Rules CHAPTER 20 UTILITIES MENU 235 Use the Portal users use control to determine whether your users voice portal passcodes will follow the rules set by the system provider administrator by the service provider or enterprise administrator or by the group settings on this page Check the follow
32. gt Calling Plans gt Outgoing Calling Plan 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Calling Plan Click Outgoing Digit Plan To edit the Originating Calls settings click the Originating Calls tab es 2s For each type of call listed select Y N A or Tx e Y or N means the user can or cannot make that type of outgoing call e A means the user must enter an authorization code to make that type of outgoing call e Tx where X 1 2 or 3 means that the user is transferred to the specified transfer number upon attempting to make that type of outgoing call CHAPTER 10 CALLING PLAN OPTIONS Group gt _Users DCUserl Welcome Sales Group Administrator Logout Options Outgoing Calling Plan Profile Outgoing Calling Plan allows you to view the calling plan rules for your outgoing calls Only your administrator can change which call types are permitted Incoming Calls Outgoing Calls Call Control D callinmaPlans 4l amp t m Originating Call i i i i Client Applications p tted Name Messaging Group Utilities Local Toll Free Toll International Operator Assisted Special Services I SAS AAA EK Special Services II Premium Services I Premium Services II Casual 4 URL Dialing wa Unknown Chargeable Di
33. gt Utilities gt Basic Call Logs On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the user to be modified CHAPTER 13 UTILITIES OPTIONS 111 For a selected user click Utilities Click Basic Call Logs Click the relevant tab to view calls Placed Calls Received Calls Missed Calls Click OK to display the previous page 13 3 FEATURE ACCESS CODES Feature Access Codes list the star codes for services that you have To activate a service hit the key and the number followed by the key Some require additional information such as a phone number but you are prompted for that information CHAPTER 13 UTILITIES OPTIONS 112 Group gt _Users DCUser1 Opti oda Feature Access Codes Profile Incoming Calls Welcome Sales Group Administrator Logout Feature Access Codes list the star codes for services that you have To activate a service hit the key and the number followed by the key Some require additional information such as a phone number but you are prompted for that information You cannot change your feature access codes Outgoing Calls Call Control Calling Plans 77 87 Client Applications 52 8 9 14 15 72 FE 21 21 90 91 67 40 40 92 93 41 41 94 95 63 76 77 54 67 31 31 65 11 69 92 43 43 70 99 56 57 97 33 55
34. provide information in the Contact sip text box for example sip 192 168 5 2 40070 ip 2403645125 12 39 208 204 23590 Sip 2403645286 12 39 208 207 40036 user phone transport udp Clickon the drop down box and select thePreferred Codec from the Preferred Audio Codec field To save your changes Click OK Use the Group Music Video On Hold Modify page to enable or disable the playing of a selected WAV audio file music or whatever a department wants with the Call Hold and Call Park services and to select the audio source for these services You can select an external device as the audio source for Music Video On Hold On the Group Services menu page Click Music Video On Hold Click Edit or any item on the row for the department To edit Music Video On Hold for the department check or uncheck the boxes to enable or disable this service for Call Hold and Call Park for the department On the Music Video On Hold message section click the System Defined Music Video button or click the button to select the source of the WAV audio file or MOV video file you want for the Call Hold and Call Park services If you click External Source Click the button that selects the type of external source Select the device specify the port and select the domain For devices that support only static registration provide information in the Contact sip text box for example sip 192 168 5 2 40070 ip 2403645125 12 39 208 204 23590 Sip 2403645286 12 3
35. right lf a digit string contains a and a the must be after the 4 To save your changes Click OK CHAPTER 19 CALLING PLAN MENU 212 19 4 TRANSFER NUMBERS e List Add Modify and Delete Transfer Numbers You assign transfer numbers T1 T2 and T3 to specific call types in the Outgoing Calling Plan and Outgoing Digit Plan to block users from making those types of calls When a user dials a number for a call type to which a transfer number has been assigned the call is routed to the transfer number instead of to the dialed number Ifa department has no transfer number and an outgoing call type has a transfer number assigned to it the call is blocked MBERS ND DELETE TRANSFER NU LIST ADD MODIFY A Use the Group Transfer Numbers page to list add modify or delete the current transfer numbers for the group and departments Note Department settings override group settings Welcome Sales Group Administrator Logout Options Transfer Numbers Profile Create transfer numbers for the group and or departments that are used on outgoing calls as specified in the Outgoing Calling Plan Resource 7 lotion a Services Acct Auth Codes Department Transfer Number 1 Transfer Number 2 Transfer Number 3 Call Center Group Default D Calling Plan Users can be configured with their own custom settings in user level Calling Plan Utilitie OK Apply Cancel Group gt Calling Plan
36. 2 Select the required call centre to Edit 3 Select Routing Policies from the Options menu 4 Select Stranded Calls Unavailable 5 To apply the policy when all agents are unavailable and at least a configured number of agents have set their unavailable code to a configured code check the box below the following text This policy is performed when all agents are unavailable and and enter the number of agents and the unavailable code 6 From the Action menu select either CHAPTER 18 CALL CENTRE MENU 204 Leave in queue Perform busy treatment Transfer to phone number SIP URI To save your changes Click Apply or OK te Group gt _Call Centers CC_DC Welcome Sales Group Administrator Logout Options Stranded Calls Unavailable Profile Configure the call center routing policy for calls stranded in queue when all the agents are unavailable BP Routing Policies Incoming Calls Calling Plans This policy is performed when all agents are unavailable and at least agents have unavailable code None Vv Action Leave in queue perform busy treatment O Transfer to phone number SIP URI Group gt Call Center menu gt Call Centers gt Routing Policies gt Stranded Calls Unavailable 18 18 CALLING PLANS A call centre is itself a virtual user the call centre user and you provision it with many of the same Incoming Calling Plan attributes a user has Group gt _
37. 5 18 6 Add a Standard Call Centre Profile Menu for a Call Centre Modifying and Assigning options to the Call Centre Addresses Assigning a number to a Call Centre Agents Password Status amp Statistics Supervisors Thresholds Announcements Voice Portal Weighted Call Distribution Assign services Call Application Policies Call Policies Distinctive Ringing Routing Policies 18 16 1 Bounced Calls CHAPTER 1 WHAT IS IP TELEPHONY 181 181 182 183 184 184 18 16 2 Overflow 18 16 3 Stranded Calls 18 16 4 Stranded Calls Unavailable 18 18 Calling Plans 18 17 1 incoming calling plan 18 19 To make a Call Centre Inactive 18 20 To change the call centre ID 18 21 To delete the call centre CHAPTER 19 CALLING PLAN MENU 19 1 Codes Management 19 2 Digit Strings 19 3 PINHOLE Digit Strings 19 4 Transfer Numbers 19 5 Incoming Calling Plan 19 6 Outgoing Calling Plan 19 7 Outgoing Digit Plan 19 8 Outgoing Pinhole Digit Plan CHAPTER 20 UTILITIES MENU 20 1 COMMON PHONE LIST 20 2 CUSTOM CONTACT DIRECTORIES 20 3 Feature Access Codes 20 4 Enterprise Directory 20 5 Inventory Report 20 6 Password Rules 20 7 Passcode Rules 20 8 Device configuration 20 9 Extension Dialing 20 10 Intercept Group 20 11 LDAP Directory 20 12 Voice Portal Branding CHAPTER 21 FREQUENTLY ASKED QUESTIONS 21 1 Process FAQ s 21 1 1 Escalation 21 2 Polycom Phones FAQ s 21 2 1 Phone FAQ s 21 3 Toolbar FAQ s A user
38. Activation allows users to activate the Call Waiting Persistent service Call Waiting Persistent Deactivation allows users to deactivate the Call Waiting Persistent service Cancel Call Waiting allows users to dial the assigned code in order to turn off Call Waiting for the next call they place Clear Voice Message Waiting Indicator allows users to dial the assigned code to clear the audible and visible for some devices message waiting indicator on their phone Communication Barring User_Control Activation allows users to dial the assigned code to activate the Communication Barring User Control service and applies the current profile The profile must be selected through the web portal Communication Barring User_Control Deactivation allows users to dial the assigned code to deactivate the Communication Barring User Control service Communication Barring User_Control Query allows the user to dial the assigned code to find out whether Communication Barring User Control service is activated or deactivated If the service is activated the user is also informed which profile is selected Connected Line Identification Restriction Interrogation allows the user to dial the assigned code to find out whether Connected Line Identification Restriction is activated or deactivated Customer Originated Trace allows users to dial the assigned code to place a trace on the last number that called them Directed Call Pickup allows users to pick up calls for
39. Add Cancel Calling Plans Client Applications Call Forwarding Selective Ojon or Default Call Forward to phone number SIP URI Messaging _ Play Ring Reminder when a call is forwarded Utilities Active Description Forward Calls from Forward to Edit No Entries Present OK Apply Add Cancel Group gt Profile gt Users gt Incoming Calls gt Call Forwarding Selective s On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Call Forwarding Selective Click On Enter a phone number into the Default Call Forward to phone number field Sa eS SS Se Click Play Ring Reminder when a call is forwarded if you require a short ring to be heard This reminds you that you have the service turned on 9 To save your changes click Apply or OK CHAPTER 7 INCOMING CALL OPTIONS 50 7 16 1 TO ADD ADDITIONAL NUMBERS 1 On the Call Forwarding Selective page 2 Click Add Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Call Forwarding Selective Add Allows you to add a call forwarding selective entry Specify the time schedule you would like calls forwarded Also you can have the call forwarded when only the specified numbers call or all numbers call If you need more than 12 numbers or more distinct time or holiday periods you
40. Authorization Plan 8 Enter the new authorization code with a brief description if desired 9 Click OK The User Outgoing Authorization Codes page displays listing your new authorization code 10 To display the previous page click OK or Cancel Note Unchecking the Custom Settings box and saving your changes by clicking OK or Apply will delete all custom authorization codes currently assigned to the selected user Delete an Outgoing Authorization Code Use the User Outgoing Authorization Codes page to delete an outgoing authorization codes currently assigned to the selected user 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 Fora selected user click Calling Plan 5 Click Outgoing Authorization Codes The page lists all custom authorization codes currently assigned to the selected user Group gt _Users DCUserl Welcome Sales Group Administrator Logout Options Outgoing Authorization Codes Create new authorization codes and manage existing authorization codes for a user Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Delete Codes al Description Messaging O at test Utilities OK Apply Add Cancel Group gt User gt Calling Plans gt Outgoing Authorization Plan 6 Check the box corresponding to the desired c
41. Barring Auth Codes 14 8 DIAL PLAN POLICY Call processing Policies allows a Customer Group Administrator to configure a group level Dial Plan Policy Use this item on the CHAPTER 14 PROFILE Group Profile Dial Plan Policy to configure a group level Dial Plan Policy Welcome Sales Group Administrator Logout D Profile Acct Auth Codes Call Center Calling Plan Utilities Dial Plan Policy Configure group s dial plan policy for digit collection and outside Access Codes policies Configure the customizable digit map including public and private dial plans simultaneously on a per group basis This capability allows integrated and consistent control of digit collection and external digit processing policies for MGCP devices and BroadWorks media servers minimizing usage of the long inter digit timeout and or requiring a terminator key i e to be dialed by the user Also provides the capability to allow the dial 9 to access an outside line feature common in many PBX systems OK Apply Add Cancel Dial Plan Policy Settings For This Group System Settings Service Provider Settings Group Settings Requires Access Code for Public Calls Allow E 164 Public Calls Prefer E 164 Number Format for Callback Services Public Digit Map Private Digit Map Access Code a Enable Secondary Dial Tone Description Edit No Entries Present
42. CHAPTER 18 CALL CENTRE MENU 198 Group gt _Call Centers CC_DC Welcome Sales Group Administrator Profile D Profile Routing Polic Basic Advanced Incoming Calls Profile Assign Services Display and configure profile information for this call center Assign or unassign services and service packs Calling Plans Addresses Call Application Policies Display and configure information such as phone number extension and identity device Select Call Control Applications enabled for a user profile for this call center Call Policies Agents Configure user Call Policies Configure the list of agents who may join this Call Center Distinctive Ringing Configure the call center distinctive ringing for calls routed to agents Password Configure the web access and voice portal password for this call center Status amp Statistics Display this call center s status amp statistical dats Supervisors Configure the list of users who may supervise this Call Center Configure key statistical call center thresholds and setup notification email Announcements Load or modify the call center announcements Voice Portal Change voice portal options of the call center Weighted Call Distribution Configure assigned users weighted call distribution Group gt Call Center menu gt Call Centers gt Weighted Call Distribution Use the Call Center Profile Weighted Call Distribution page to configure the call distribution p
43. Calling Plans Configure Call Transfer Recall Client Applications Number of rings before recall Messaging C Enable Busy Camp On seconds Utilities Use Diversion Inhibitor for Blind Transfer C on off Use Diversion Inhibitor for Consultative Calls on off OK Apply Cancel Group gt User gt Call Contol gt Call Transfer 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 On the Users menu page Click Call Control CHAPTER9 CALL CONTROL OPTIONS 71 10 11 Select Call Transfer Click On or Off for Call Transfer Recall When on Call Transfer returns a call to the receptionist or device that forwarded the call when the target device is unavailable to take the call based on the value selected in the Number of rings before recall text box Select the number of rings from the drop down list 2 to 20 to play before a call returns to the receptionist Select Enable Busy Camp On and enter the required number of seconds 30 600 seconds 120 is the default With Busy Camp On if the destination party becomes idle within a configurable timeframe the camp on call alerts the transfer to party If the camp on call remains unanswered beyond the configurable timeframe the camp on call recalls the transferring party Turn the Diversion Inhibitor on or off for blind transfers Click On or Off When
44. Center feature Users with Call Center Basic may be igned to Basic call centers Users with Call Center Standard may be assigned to Basic or Standard call centers Users with Call Center Pr ium may be assigned to any call Routing Policies center Calling Plans foo one Enter search criteria below v Starts With 2 Search Available Agents Assigned Agents Add gt Summers Anne DCUser1 Remove Add All Remove All lt lt Move Up Move Down OK Apy Cancel Group gt Call Center menu gt Call Centers gt Agents 5 From the Available Agents column select the users to be assigned as agents click Add gt To assign all users at once click Add All gt gt 6 To save your changes Click OK 18 6 PASSWORD The Customer Group Administrator using the Call Centers Password page can configure or change the CommPilot web access or portal password for the Call Centre 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Click Password TO RESET THE WEB ACCESS PASSWORD 1 Type new password into the Type new Password text box 2 Confirm new password in the Re type new Password text box TO RESET THE PORTAL PASSWORD 1 Ensure the Set portal Password is selected 2 Type and retype the Reset Password text boxes 3 To Save your changes Click Apply or OK CHAPTER 18 CALL CENTRE MENU 189 Group gt Call Centers DC Welcome Sales Group Administrator Logout
45. Click Auto Attendant 2 Select the require Auto Attendant and click Edit 3 The Group gt Auto Attendant padg displays 4 On the options menu select Menus and click Business Hours Menu 5 Select Default Greeting or Personal Greeting Select Default Greeting to play a generic system recording that does not identify your company by name Select Personal Greeting to play a custom recording Type the path and file name of a WAV file with your greeting in the Browse window for a new audio greeting text box or click Browse to select a file on your computer 6 Click the button to Enable First Level Extension Dialing Enabling this feature is more convenient for callers who know the extension of the person they want to reach After the Welcome message First Level Extension Dialing plays a prompt that allows a caller to dial an extension immediately A caller can interrupt the Welcome prompt When First Level Extension Dialing is not enabled the prompt after the Welcome message gives the caller two choices to press 1 to dial an extension or to press 2 to use the automated name directory CONFIGURE THE FIRST LEVEL AUTO ATTENDANT MENU Enter a description in the Description Box 8 Click the drop down Action Arrow and select an action 9 Enter Phone number in Action Data box where reqired 10 To save your changes click Apply or OK 11 Options for callers include the ability to dial an extension immediately after the Welcome m
46. DCGrp1 CHAPTER 20 UTILITIES MENU 232 Enterprise Directory Summary Displays in separate browser window Phone List Caro Jane CC_DC Call Center DCUser3 cc_pc Sales Leigh Sales Call Center DCUser2 SalesDept Summers Anne Voice Portal Voice Portal DCUser1 167145768_182721080_VMR Enterprise Directory Detail Displays in separate browser window 1 On the Group Utilities menu page Click Enterprise Directory The Group Group Directory page is a list page that contains an advanced search The Yahoo D Name Phone Number Extension Mobile E mail Address and Department display for each user Depending on the number of pages of data in a list list pages allow you to present the data several different ways You can click the headings of a column to change the sort order of items in the column use the input boxes below the data to specify search criteria or click the page links for example Next or Previous The advanced search lets you define specific search criteria to narrow your search and display a manageable list For more information on defining search criteria see section 3 6 Advanced Search 2 To display the summary of company phone numbers and related information click Enterprise Directory Summary A printable summary page displays in a separate browser window 3 To display the details for each phone number and related information click Enterprise Directory Detail A printable detail page displays in a separate browser
47. Group Resources menu page Select Identity Device Profiles The Group Identity Device Profiles page displays Click Search A list of devices assigned to your group appears Click on the Phone to be reconfigured or activated Verify the Identity Device Profile Type is correct Enter the MAC Address The MAC Address is a 12 digit Hexadecimal number and is located on the rear of the IP phone e g 004f1234abcd The MAC Address must be entered correctly without spaces colons or dashes and must be unique within the system Click OK You must now Rebuild the file and Reboot the phone Welcome Sales Group Administrator Logout Options 5 P a Identity Device Profile Add Profile Add a new group identity device profile BP Reso e ok Cane Services Acct Auth Codes Identity Device Profile Name O Call Center Identity Device Profile Type 2Wire HomePortal v Calling Plan Protocol SIP 2 0 Vv Utilities Host Name IP Address Port Transport Unspecified V MAC Address Serial Number Description Outbound Proxy Server STUN Server Physical Location OK Cancel Group gt Resources gt Identity Device Profiles 15 2 1 TO REBUILD DEVICE CONFIGURATION AND RESET THE IP PHONE FOR THE USER These steps allow you to rebuild the device configuration and optionally reset a User s registered phone This is
48. Group LDAP Directory Settings Directory Address Directory Port 389 Search Base Authenticated DN Authenticated Password Search Filter telephoneNumber y Always Include Search Attribute in Search Filter Column Search Attribute Attribute Name Web Label i oY ch Name 2 telephoneNumber Number OK Group gt Utilities Menu gt LDAP Directory 20 12VOICE PORTAL BRANDING e Select Branding SELECT GREETINGS Use the Voice Portal Branding page to select the sources for the Voice Portal Greeting and the Voice Messaging Greeting The Voice Portal Greeting is played when a caller dials the voice portal number The Voice Messaging Greeting is played when a user in the group dials their extension to access their mailbox Any voice portal administrator can also record or delete these messages by phone after they log in to the voice portal Note Assign the Voice Messaging Group service before using this page to brand greetings Welcome Sales Group Administrator Logout Acct Auth Codes Call Center Plan Utilities Voice Portal Branding Customize the voice portal entry greeting which is heard by users logging into the voice portal Cook a Cancel Voice Portal Greeting Default Greeting Branded Greeting Load Custom Greeting Voice Messaging Greeting Default Greeting Branded Greeting Load Custom Greeting OK Apply Cancel Group gt Utilities Menu gt Voice Portal Branding
49. Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Incoming Calls Basic Anonymous Rejection Off Prevent a caller from reaching you when the caller has explicitly restricted his her number Calling Line ID Blocking Override Off Allows a user to override calling line identity presentation restrictions Calling Name Delivery On Provides Calling Name information for external and internal callers Calling Name Retrieval Off Provide a caller s name by retrieving the calling name from the network Calling Number Delivery On Provides Calling Number information for external and internal callers Call Forwarding Always Off Automatically forward all your incoming calls to a different phone number Call Forwarding Busy Off Automatically forward your calls to a different phone number when your phone is busy Call Forwarding No Answer Off Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings Call Forwarding Not Reachable Off Automatically forward your calls to a different phone number when your phone is unreachable Call Notify Off Send an e mail with the caller s name and number to a specified e mail address when pre defined criteria such as phone number time of day or day of week are met Connected Line Identification Restriction Off Allows a user to
50. OK or Apply 23 1 5 CALL FORWARDING ALWAYS Call Forwarding Always allows a user to redirect incoming calls to another number Click Call Forwarding Always on the Incoming Calls menu page Click the On radio button Enter a phone number or URL to which calls will be forwarded such as an administrative assistant When the Call Forwarding service is turned on calls will be sent to the number you have designated in the Calls Forward to field Click Play Ring Reminder when a call is forwarded if required Click OK or Apply 23 1 6 PERSONAL PHONE LIST A Personal Phone List is a speed dial list from the Telstra Telephony Toolbar By selecting a name from the list of speed dial numbers the Toolbar will dial the person s phone number Click Personal Phone List on the Outgoing Calls menu page Click Add on the Personal Phone List page The Add to Personal Phone List page displays Type the Name and Number exactly as you want them to appear in the dialing list All numbers must be ten digits and long distance numbers must include a 1 Click OK 23 1 7 PHONE LIST PERSONAL IMPORT Click the Import Phone List link on the Personal Phone List page In the Select a Phone List File field type the file name or click the Browse button to locate the CSV file Click Open Click OK or Apply 23 1 8 VOICE MANAGEMENT Voice Management allows you to specify recorded messages for callers when the user s phone is busy and or when you
51. On Hold 1 On the Group Services menu page Click Music Video On Hold 2 Click Add 3 Select the Department on the Department drop down list Only departments without a custom department Music Video On Hold source are listed The list box displays all departments within your group If your group is part of an enterprise the box also displays any departments created on the enterprise level by your enterprise administrator If you select an enterprise level department your Music Video On Hold configuration changes will only apply to users in that department that exist within your group 4 Check or uncheck the boxes to enable or disable Music Video On Hold for Call Hold and Call Park and Busy Camp On for the department CHAPTER 16 SERVICES MENU 169 Note To play a department Music Video On Hold source for Call Hold Call Park and Busy Camp On calls the source must be enabled for both services and be selected If a source is enabled but not selected no Music Video On Hold is played Group Music Video On Hold is not played On the Music Video On Hold message section click the System Defined Music Video button or click the button to select the source of the WAV audio file or MOV video file you want for the Call Hold and Call Park services If you click External Source Click the button that selects the type of external source Select the device specify the port and select the domain For devices that support only static registration
52. Options E ta Domains Profile Displays the domains assigned to your group These domains are the only domains that users in the group can use as user ids and aliases _ Services Domain al Default Edit Acct Auth Codes m Acct Auth Codes model ipvs net v Edit Call Center Page 1 of 1 Calling Plan Vv Starts With V Find Find All Group gt Resources gt Domains 1 On the Group Resources menu page 2 Click Domains 3 To display the previous page click OK LIST USERS ASSIGNED TO A DOMAIN Use the Group Domains Users page to list the users assigned to a domain Note You cannot change the domain assigned to a user or the users assigned to a domain CHAPTER 15 RESOURCES MENU 132 a e e N Welcome Sales Group Administrator Logout Options i Domain Users Profile Displays the users with the selected domain in their user IDs am Services Enter search criteria below Acct Auth Codes EY Senin Call Center Calling Plan Domain model ipvs net Utilities User ID a Last Name First Name Phone Number Extension Department Edit DCUser1 Summers Anne Edit DCUser2 Sales Leigh Edit DCUser3 Caro Jane Edit Page 1 of 1 Group gt Resources gt Domains On the Group Resources menu page Click Domains Click Edit or any item on the row for the domain Click Search to display all users Click Edit or any item on the row for the user
53. PROFILE MENU Use the Users Profile menu page to display the pages to modify a user profile to delete a user to change a user password or to assign services to or unassign services from a user The User Profile menu contains these items CHAPTER 6 PROFILE MENU 26 Group gt Users DCUserl Options Profile b Profile Incoming Calls Basic Outgoing Calls Profile Call Control Addresses Calling Plans Addresses allows you to view and maintain your phone numbers and other identities that are used to make and receive calls Client Applications Passwords Messaging Set web access and portal passwords Utilities Schedules Add modify or remove schedules BASIC MENU This menu displays the items that all group administrators can use e Profile e Addresses e Passwords e Schedules ADVANCED MENU Display and configure profile information such as your name department and address Welcome Sales Group Administrator Logout Advanced Assign Services Assign or unassign services and service packs Assign Call Centers Assign or unassign user to a call center as agent Call Application Policies Select Call Control Applications enabled for a user Call Policies Configure user Call Policies Call Processing Policies Configure user level Call Processing Policies Communication Barring Auth Codes Configure Communication Barring Authorization codes for a user Device Policies Config
54. SS SSSSS _ S S _ Profile Outgoing Calls Call Control Receeens Client Applications Note Since Connected Line Identification Presentation is assigned the on off flag controls when the Connected Line Identification is presented OK Apply Cancel Group gt Profile gt Users gt Incoming Calls gt External Calling Line ID Delivery Messaging Utilities 7 13 1 TO ACTIVATE EXTERNAL CALLING LINE ID DELIVERY 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click External Calling Line ID Delivery eS a e E Click On to activate Off to deactivate the feature The default setting for this feature is On CHAPTER 7 INCOMING CALL OPTIONS 48 To save your changes click Apply or OK 7 14 INTERNAL CALLING LINE ID DELIVERY The nternal Calling Line ID Delivery feature allows the Calling Line name and number for callers from inside your group to be displayed Group gt _Users DCUserl1 Welcome Sales Group Administrator Logout Options Profile Internal Calling Line ID Delivery Internal Calling Line ID Delivery allows the Calling Line name and number for callers from inside your group to be displayed On assignment the Connected Line Identification z Presentation service acts as overlay service for the Internal Calling Line ID Delivery The Conn
55. Selective Rejection 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the user 4 Click Incoming Calls 5 Click Selective Rejection 7 20 1 TO ADD ADDITIONAL NUMBERS 1 Click Add Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options g Selective Call Rejection Add Selective Call Rejection Add allows you to add a selective call rejection entry Decide the time schedule you would like the call rejected Also you can have the call rejected when E only the specified numbers call or all numbers call or forwarded calls If you need more than 12 numbers or more distinct time or holiday periods you can create multiple selective D Incoming Calls call rejection entries Call Control Calling Plans Client Applications Profile Outgoing Calls O Reject call Messaging O Do not reject call Utilities Selected Time Schedule Selected Holiday Schedule Calls From any phone number O Forwarded O From following phone numbers _ Any private number C Any unavailable number Specific phone numbers OK Cancel Group gt Profile gt Users gt Incoming Calls gt Selective Rejection Enter a Description Select either Reject Call or Do not reject call Select a Time and or Holiday Schedule if required se In the Calls field select From any
56. THE CGA 12 Configure enterprise wide password rules Configure Voice Portal password rules Customise Voice Portal Greeting LOGGED IN AT GROUP LEVEL Administer a group s IP Telephony phone services in CommPilot Set up and manage Group Department Modify phone users Modify Devices for users Configure the group Calling Plan Configure Group Voice Messaging Administer Enhanced Service Instances Auto Attendants Department Music on hold Call Centers Hunt Groups Series Completion Groups In addition a selection of minor changes and services can be requested using the Add Moves and Changes tool accessed on the TIPT Online Resource Centre The changes you can request using the tool are Add remove quantity of authorised service packs Upgrade and downgrade quantity of authorised service packs Modify call centre services Configure complex services Modify Customer Enterprise Administrators Modify Enterprise profiles Order new CPE Request Additional Training CHAPTER 2 THE ROLE OF THE CGA 13 CHAPTER 3 CUSTOMER NETWORK AND DEVICES 3 1 CUSTOMER LAN This is your organisation s network setup which in the past would have been used to carry data but now carries voice as well It may include cabling hubs switches routers wiring closet in line power etc Your network is connected to TIPT using the Telstra IP network infrastructure 3 2 CUSTOMER DEVICES These are the handsets or phones used by your organisation If
57. Telstra Telephony Toolbar This feature is currently not available via CommPilot CHAPTER9 CALL CONTROL OPTIONS 72 Group gt _ Users DCUserl1 Welcome Sales Group Administrator Logout Options Profile Incoming Calls Outgoing Calls D Call Control Calling Plans Client Applications Messaging Utilities Three Way Call Three Way Calling allows you to perform a conference call that can be initiated from your phone or through the CommbPilot Call Manager This service has no configuration Group gt User gt Call Contol gt Three Way Call 9 11 MUSIC VIDEO ON HOLD Music On Hold allows you to turn on music for all calls when the remote party is held or parked Video on Hold is currently not supported es st o Group gt _Users DCUserl1 Welcome Sales Group Administrator Logout Options Profile Incoming Calls Outgoing Calls D Call Control Calling Plans Client Applications Messaging Utilities Music Video On Hold Music On Hold allows you to turn on music for all calls when the remote party is held or parked OK Apply Cancel oe tet cance Group gt User gt Call Contol gt Music Video on Hold On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Call Control Select Music Video On Hold Click On
58. Troubleshooting section of this manual Listed below are the different options a user can configure in their Incoming Calls menu option The list of features displayed is based on the service pack they have assigned to them i e Executive Standard or Basic The User Incoming Calls menu contains these items Based on the Service Pack a user has assigned to them will determine the features that are available in this menu The following list is based on the Executive Service pack being assigned to the user BASIC MENU This menu displays the items that all group administrators can use e Anonymous Rejection e Calling Line ID Blocking Override e Calling Name Delivery e Calling Name Retrieval e Calling Number Delivery e Call Forwarding Always e Call Forwarding Busy e Call Forwarding No Answer e Call Forwarding Not Reachable e Call Notify e Connected line Identification Restriction e Do Not Disturb e External Calling line ID Delivery e Internal Calling line ID Delivery ADVANCED MENU This menu displays the items that group administrators can use only if such functions have been assigned to them e Alternate Numbers e Call Forwarding Selective e CommPilot Express e Priority Alert e Selective Acceptance e Selective Rejection e Sequential Ring CHAPTER 7 INCOMING CALL OPTIONS 39 7 1 Simultaneous Ring Personal Group gt _Users DCUserl Welcome Sales Group Administrator Logout Options Profile D
59. add a new group identity device profile or manage identity device profiles LIS DEVICES Use the Group Devices page to list the devices allocated to your group by Telstra From this page you can modify or delete a device Welcome Sales Group Administrator Logout Options f 5 Identity Device Profiles Profil Add or modify group level identity device profiles Displays all the identity device profiles defined at group level D Resources OK Add Cancel Services Enter search criteria below Acct Auth Codes Identity Device Profile Name 4 Starts With V Search Call Center Callina Plan Identity Device Profile Name al Identity Device Profile Type Available Ports Host Name IP Address MAC Address Status Version Edit No Entries Present Utilities Page i of 1 OK Add Cancel Group gt Resources gt Identity Device Profiles 1 On the Group Resources menu page Click Identity Device Profiles 2 Click the Search button A list of devices assigned to your group appears 3 To display the previous page click OK or Cancel TO REPLACE OR ACTIVATE A NEW DEVICE SAME DEVICE TYPE If a user requires a replacement phone of the same model i e Polycom Soundpoint IP 650 then the MAC Address of the device needs to be assigned CHAPTER 15 RESOURCES MENU 128 lf anew model of IP phone is required Telstra will be required to make the change to the configuration for that user On the
60. allow any user in your enterprise to associate themselves with this user account or select Group to restrict access to this host only to users within your group 9 If a guest is currently associated with this user account the Associated Guest area of the page displays the identity of the guest user 10 To save your changes click Apply or OK 9 17 PUSH TO TALK The Push to Talk feature Intercom allows people to call each other and have the call answered automatically either as a one way call or a two way call To originate a Push To Talk call on your telephone dial 50 Feature Access Code followed by the number you wish to call CHAPTER9 CALL CONTROL OPTIONS 78 Group gt Users DCUser1i Welcome Sales Group Administrator Logout Options Push to Talk Profile Push to Talk allows people to call each other and have the call answered automatically You can control which users are allowed to call you in this way Incoming Calls OK Apply Cancel Outgoing Calls BP Call Control Auto Answer On off Calling Plans Outgoing Connection Type _ One Way Two Way Client Applications Access List Allow calls from only the users selected below Messaging Allow calls from everyone except the users selected below Utilities Enter search criteria below Available Users Selected Users Add gt
61. also make your g primary phone emit a short ring burst to inform you if you are next to your phone when the call is forwarded by using the Ring Reminder This is important when you have forgotten D Incoming Calls the service is turned on and you are at your primary phone waiting to receive calls Note that the address phone number or SIP URI you forward your calls to must be permitted by your outgoing calling plan You can also set the phone number or SIP URI to forward to using the voice portal or on the phone using the feature access code OK Apply Cancel Profile Outgoing Calls Call Control Calling Plans Client Applications EE NE eye i0n amp off Calls Forward to phone number SIP URI Messaging _ Play Ring Reminder when a call is forwarded Utilities o tee cone Group gt Profile gt Users gt Incoming Calls gt Call Forwarding Always 7 6 1 TO ACTIVATE CALL FORWARDING ALWAYS 1 2 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Call Forwarding Always CHAPTER 7 INCOMING CALL OPTIONS 43 6 Click On to activate the feature Enter a number into the Call Forward to phone number field 8 To save your changes click Apply or OK 7 7 CALL FORWARDING BUSY The Call Forwarding Busy feature automatically forwards all your incoming calls
62. an indication of packs that could potentially be assigned To view a list of packs that are available for you group you will need to go to the Group Resources Services menu and see if there are any packs still available that have not been assigned to your group yet CHAPTER 6 PROFILE MENU 33 6 2 9 ASSIGN CALL CENTRES Use the User Assign Services page to assign or unassign a user to a call centre as an agent als _Group gt Users DCUserl1 Welcome Sales Group Administrator Logout Options Assign Call Centers D Profile Configure user to be assigned as agent to call centers Available call centers are call centers that the user is currently not an agent of and can be assigned to Incoming Calls OK Apply Cancel Outgoing Calls Call Control Available Call Centers Assigned Call Centers Calling Plans Client Applications d Messaging Utilities Hie v Add All gt gt Remove All OK Apply Cancel Group gt Profile gt Users gt Call Centres 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the user 4 Click Assign Call Centres 6 2 9 1 ASSIGN CALL CENTRES In the Available Call Centres column select the agents to be assigned On a column you can select some or all of the items Item names are listed in alphabetical order To select several items in sequential order c
63. and number assigned to them depending on their requirements 2 1 CGA RESPONSIBILITIES As a Customer Group Administrator you are responsible for facilitating adds moves and changes to your group s phone services You can perform a wide range of changes yourself without involvement from Telstra using your group administrator login on the CommPilot web portal There are four key aspects to the role of an administrator Becoming the subject matter expert on your organisation s Telstra IP Telephony system and supporting phone users Managing one or more groups and users for each group logged in at a group level Diagnosing TIPT problems and if required escalating it or passing it onto the authorised representative to escalate to Telstra The administrator has control over Enterprise level features and functions Group and user level features and functions 2 2 KEY ADMINISTRATOR TASKS Answer questions from end users about their phone features and services Request service changes additional phones additional training and assistance with complex service configurations via the Minor Change Request tool on the TIPT Resource Centre or via the Telstra Sales Team Escalate more complex problems to LAN support or the TIPT Helpdesk LOGGED IN AT ENTERPRISE LEVEL Set up and manage Enterprise Departments Configure the Voice Portal Add remove and modify common contact phone numbers used by the enterprise CHAPTER 2 THE ROLE OF
64. another user in the same group by entering the assigned access code followed by the extension of the user whose call is to be picked up Directed Call Pickup with Barge in allows users to barge in on calls to or from another user in the same group by entering the assigned access code followed by the extension of the user whose call is to be barged in on Barge in is successful only when the second user has only that one call When a user barges in on an answered call the call becomes a three way call and the user who barged in becomes the controller of the three way call The group administrator configures a tone that warns users on a call that another user is barging in on their call Users can prevent having their calls being barged in on by using the Barge in Exempt user service Direct Voice Mail Transfer allows users to transfer a held call directly to a voice mailbox that is without using the CommPilot Call Manager The call can be transferred to the user s voice mailbox or to any other voice mailbox in the group The Voice Messaging service or the Third Party Voice Mail Support service must be assigned to the user s group Diversion Inhibitor allows a user to prevent Redirection services from being activated on the terminating side of an unanswered call CHAPTER 20 UTILITIES MENU 230 Do Not Disturb Activation allows users to dial the assigned code to activate the Do Not Disturb service When Do Not Disturb is active a user s phon
65. automatically for the phone number you select You can change the extension but the new extension cannot be the same as another extension in the group Calling Line ID Last Name This is the last name to be displayed on lines with Caller ID Calling Line ID First Name This is the first name to be displayed on lines with Caller ID CHAPTER 16 SERVICES MENU 172 Language The language for the initial greeting and login messages for calls to the voice portal from outside the group After login has been completed the user s language becomes the language of the call For calls from inside the group the caller s language is used throughout the call Time Zone From the drop down list select the relevant time zone for the Voice Portal Note A Language change is effective on the next new call to the Voice Portal 4 Type a numeric password 4 to 8 digits in length 5 Type the password used by any group administrator to log in to the voice portal system to record auto attendant messages A group administrator can change this password using the phone or this web page at any time 6 Type the Voice Portal Password again To save your changes Click Apply or OK 16 11 BROADWORKS ANYWHERE F Group Welcome Sales Group Administrator Logout Options Services Profile anes Basic Advanced D dna Auto Attendant BroadWorks Anywhere Serves as an automated receptionist that answers the phone and provides a Extends y
66. be external users Unlimited Allows a service provider to graciously take a group out of service by providing callers with informative announcements and options Allows a group administrator to produce reports on services users phone numbers departments and devices Allows a group to retrieve contacts from a LDAP directory using their CommPilot Call Manager i Allows a group administrator to enable enhanced functions for an outgoing calling plan WT Allows a group administrator to specify an audio or video source for example music or advertising that can be played to O held parties in various situations nie video support for Musk on HO lows group administrator to rest e a alow a sevice prover administrate fo assign prefered carrer ieced E a awe an eternal syste to perform the detrbuton fal orf Series Compton alow cals to be forwarded to the nert Ine nthe series for kay Sa eplene defo E Allows a group administrator to configure Call Processing Language CPL script files to manage incoming and outgoing oe Group calls for all users in the group Allows a group of users on a device to have a restricted number of active calls untimited o cce wessaging Gsup_ Alows simple phone reteval of vice messager a vice Of Charge Allows aver to get charge information messages nthe phone dif me nur to Rave aterm phone muribers and extensions nf anonymous Call Rejection Alows avert ignore incoming cl rom ano
67. call policies for a user Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Call Policies D Profile i View or modify Call Policies for the user Incoming Calls OK Apply Cancel Outgoing Calls Call Control Calling Plans S Privacy For External Calls A a n cr Client Applications Privacy For All Calls Messaging Send Call Being Forwarded Response on Redirected Calls Never Utilities Internal Calls O alll calls OK Apply Cancel Group gt Profile gt Users gt Call Policies 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the user 4 Click Call Policies 5 Select the required option for Connected Line Identification Privacy on Redirected calls No Privacy Privacy for External Calls or Privacy for All Calls 6 Select the required option for Send Call Being Forwarded Response on Redirected Calls Never External Calls or All Calls To save your changes click Apply or OK 6 2 13 CALL PROCESSING POLICIES Use the User Call Processing Policies page view or modify call processing policies for a user CHAPTER 6 PROFILE MENU 35 Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options s aon Call Processing Policies View or modify Call Processing Policies for the user Outgoing Calls b Profile
68. can create multiple call forwarding selective entries Profile BP Incoming Calls Outgoing Calls OK Cancel Call Control Client Applications Forward to Use Default Forward phone number SIP URI Messaging Forward to another phone number SIP URI Utilities _ Do not forward Selected Time Schedule Every Day All Day v Selected Holiday Schedule None W Calls from O Any phone number O Following phone numbers _ Any private number Any unavailable number Specific phone numbers OK Cancel Group gt Profile gt Users gt Incoming Calls gt Call Forwarding Selective Enter a Description Choose Use Default forward number Forward to another phone number or Do not forward Select a Time or Holiday Schedule if required Ns E In the Calls from field specify Any phone number or choose Following phone numbers and list the relevant numbers in the Specific phone numbers field To save your changes click Apply or OK 7 17 COMMPILOT EXPRESS The CommPilot Express feature allows you to pre configure four profiles to control your inbound calls These profiles can quickly be changed using the web or phone when you leave your desk or when you are at a remote location Available In the office profile is used when you are working from your desk where your phone is located Available Out of office profile is us
69. dial Incoming Calls Outgoing Calls Call Control Speed Code 100 Description Calling Plans Client Applications Phone Number SIP URI Messaging Utilities Group gt User gt Outgoing Calls gt Speed Dial 100 Select a Speed Dial code from the Speed code 100 drop down list 00 99 CHAPTER 8 OUTGOING CALLS OPTIONS 64 8 Enter a Description into the Description field 9 Enter a phone number into the Phone Number field 10 To save your changes click OK 8 6 ACCOUNT CODES The Account Codes page displays the Account Codes that have been configured and that can be used when making outgoing calls Group gt _Users DCUser1 Welcome Sales Group Administrator Logout suk Account Codes Profile Account Codes displays the account codes to use when making calls Incoming Calls D Outgoing Calls Codes Description Call Control 123456 CodeRed Calling Plans Client Applications Messaging Utilities Group gt User gt Outgoing Calls gt Speed Dial 100 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Outgoing Calls Select Account Codes yt Ss SS To exit click OK 8 7 PERSONAL PHONE LIST The Personal Phone List feature allows you to store frequently called num
70. enterprise if your group is part of an enterprise of the auto attendant Determines whether name dialing applies across the department group or enterprise if your group is part of an enterprise of the auto attendant Define how a caller should say the name of the person they want to reach LastName FirstName The caller must first say the last name of the person and then say the first name LastName FirstName and FirstName Lastname The caller can say either the last name and then the first name of the person orthe first name and then the last name 6 To save your changes click Apply or OK or CHAPTER 16 SERVICES MENU 148 To modify information for the greeting and dialing menu for business hours Click Menus Business Hours Menu Specify your required changes click OK To modify information for the greeting and dialing menu for after hours Click After Hours Menu Specify your required changes click OK On the Group Services menu page Click Auto Attendant Click Edit or any item on the row for the auto attendant Click Profile and choose Delete Click Apply or OK As a Customer Group Administrator once you have created an Auto Attendant and specified the levels and number callers are required to press you will have to re record the standard Auto Attendant greetings O RECORD AN AUTO ATTENDANT GREETING Press the Messages button on your phone Press This will enable you access to the CGA level to re record a greet
71. event to a selected Schedule CHAPTER 14 PROFILE 122 Options BP Profile Services Acct Auth Codes Call Center Calling Plan Utilities Welcome Sales Group Administrator Logout Event Add Add a new event to schedule ok Cance Schedule Name test Event Details Event Time Start Date 7 mm dd Start Time AM V J all Day Event yyyy End Date Es mm dd yyyy End Time AM Vv Duration Recurrence Pattern Recurs Never WV OK Cancel Group gt Profile gt Schedules 6 Onthe Group Profile menu page click Schedules Click Edit or any item on the row for the Schedule 8 Click Add 9 Enter the Event Name 10 Enter the Start Date and Time and End Date and Time 11 Select the Recurrence Pattern either daily weekly monthly yearly 12 To save your changes click OK Modify or Delete a Schedule 1 On the Group Profile menu page Click Schedules 2 Click the Delete tick box on the schedule you want to delete 3 To save your changes click Apply or OK CHAPTER 14 PROFILE 123 14 6 CALL PROCESSING POLICIES Call processing Policies allows a Customer Group Administrator to configure group level Call Processing Policies Use this item on the Group Profile Call Processing Policies menu page to configure group level Call Processing Policies Welcome Sales Group Administrator Logout
72. gt Hunt Group gt Profile 1 On the Group Services menu page Click Hunt Group 2 Click Edit or any item on the row for the hunt group 3 Click Profile CHAPTER 16 SERVICES MENU 159 Group gt _Hunt Groups 12345 Welcome Sales Group Administrator Logout aa Hunt Group Profile b Profile Modify the selected hunt group Hunt Group ID 12345 Change User ID Also saves current screen data Calling Line ID Last Name tet sis Calling Line ID First Name Department Language O Allow Call Waiting on agents Calling Plans Group Policy O circular Regular O simultaneous uniform O Weighted Call Distribution No Answer Settings Skip to next agent after Rings C Forward call after waiting fo seconds Calls Forward to Not Reachable Settings L Enable Call Forwarding Not Reachable Calls Forward to Make Hunt Group busy when all available agents are not reachable Calling Line ID Settings Use the system default CLID configuration currently including the Hunt Group Name in the CLID customize the CLID for this Hunt Group W Include the Hunt Group Name in the CLID Enter search criteria below User ID v Available Users Seach Caro Jane DCUser3 Sales Leigh DCUser2 Summers Anne DCUser1 Group gt Services gt Hunt Group gt Profile 4 To modify make the required changes see section Modify or Delete Hunt Group Profile An asteri
73. item on the row for the user Click Profile so a To delete the user click Delete The previous page displays CHAPTER6 PROFILE MENU 28 Note If you change the selection for Language for the change to be effective on the web interface the user must log out and then log in again For the voice prompts during calls the change is effective on the next call to or from the user 6 2 2 4 CHANGE A USER ID Note This feature should not be changed unless you are re configuring the User for OCS Use the User Change User ID page to change a user ID h On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Profile Click Change User ID n eS E Type the New User ID which can be up to 20 characters in length Do not use spaces dashes or the and symbols To save your changes click OK 6 2 3 ADDRESSES Use the User Addresses page to view or maintain your phone numbers that are used to make and receive calls Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Addresses Db Profile REN as Addresses allows you to view and maintain your phone number and other identities that are used to make and receive calls Incoming Calls ok Apply Cancel Outgoing Calls Call Control Phone Number Calling Plans Extension
74. large number of users typically present in the enterprise directory 6 To save your changes Click Apply or OK 16 6 HUNT GROUP Use this item on the Group Services menu page to e List and Activate or Deactivate Hunt Groups e Add a Hunt Group e Assign a Phone Number to a Hunt Group e Access the Profile menu for a Hunt Group e Add of Modify a voice Portal Password e Configure a personalised Name e Configure Weighted Call Distribution e Assign of Unassign Services e Configure the Outgoing Digit Plan e Configure the Outgoing Calling Plan CHAPTER 16 SERVICES MENU 155 e Configure the Incoming Calling Plan e Configure Transfer Numbers e Modify of Delete Hunt Group Profile List and Activate or Deactivate Hunt Groups Use the Group Hunt Group page to list all current hunt groups and to activate or deactivate a hunt group From this page you can access the Profile menu page for an existing hunt group Use the Profile menu page to add or modify attributes for a hunt group for example profile information or password Welcome Sales Group Administrator Logout Options Hunt Group Create a new hunt group and manage existing hunt groups Defining hunt groups allows you to redirect overflow calls to a destination when the group cannot accept calls OK Apply Add Cancel Profile Resources BP Service Active Name Phone Number Extension Department Edit Acct Auth Codes No Entries Pre
75. minutes or lower Group gt Call Center menu gt Call Centers gt Announcements 12 Click Enable estimated wait message for queued calls if you want callers to receive a wait message when they are in the queue CHAPTER 18 CALL CENTRE MENU 195 13 14 15 16 17 18 19 20 21 22 23 24 2D 26 ef 28 CHAPTER 18 CALL CENTRE MENU Click Play updated wait message every xx seconds and specify how often the message is to be played if you want callers to here the updated message every specified number of seconds Select from Announce queue position or Announce wait time to advise callers of their position in queue or estimated wait time Update other details as required Click Apply to save changes Click Comfort Message tab Group gt Call Centers D Welcome Sales Group Administrator ogout Profile Announcements allows you to customize the Call Center voice prompts that are played to callers while waiting in queve Routing Policies Apy Cancel Calling Plans s Note The urls files for audio video will be played in the order they are listed timated Wait Message 4 N usic On Hold Message J Play comfort message Time Between Messages 10 waconds Audio Default URL WE 3 4 Custom Filet File File3 File4 OK Apply Caneel Group gt Call Center menu gt Call Centers gt Announcements Play Comfort Message is selected by default unselect if you do not want an comfort message to
76. names while holding down the CTRL key on the keyboard To assign the selected users click Add To move all users unselected at once click Add All REMOVE MONITORED USERS 1 2 On the Monitored Users column select the users and click Remove To move all users unselected at once click Remove All To save your changes click Apply or OK 11 8 BROADWORKS ASSISTANT ENTERPRISE TELSTRA TELEPHONY TOOLBAR BroadWorks Assistant Enterprise Telstra Telephony Toolbar is a toolbar for Microsoft Outlook and Internet Explorer that enables users to perform basic call control and configure commonly used services Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options r 5 BroadWorks Assistant Enterprise Profile BroadWorks Assistant Enterprise is a toolbar for Microsoft Outlook and Internet Explorer that enables users to perform basic call control and configure commonly used services Incoming Calls Outgoing Calls x Call Control This service has no configuration Calling Plans D Client Applications Messaging Utilities CHAPTER 11 CLIENT APPLICATIONS OPTIONS 101 Group gt User gt Client Applications gt BroadWorks Assistant Enterprise On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Client Applications Click Broadworks Assist
77. of users that you can call on demand The active group name phone number extension and department appear for each instant group call LIST INSTANT GROUP CALL Use this item on the Group Services Instant Group Call menu page to e Configure a new instant group call and manage existing instant group calls Defining instant group call allows you to call a group of users Welcome Sales Group Administrator Logout Options Instant Group Call Profile Create a new instant group call and manage existing instant group calls Defining instant group call allows you to call a group of users Resources OK Apply Add Cancel b Services Active Group Name Phone Number Extension Department Edit Acct Auth Codes No Entries Present Call Center OK Apply Add Cancel Calling Plan Utilities Group gt Services gt Instant Group Call 1 On the Group Services menu page Click Instant Group Call 2 To display the previous page click OK or Cancel ADD INSTANT GROUP CALL Use the Group Instant Group Call Add page to create a new instant group call Welcome Sales Group Administrator Logout Options Instant Group Call Add Profile Create a new instant group call Resources OK Cancel D Services Acct Auth Codes Instant Group Call ID e model ipvs net V Call Center Name Calling Plan Calling Line ID Last Name Calling Line ID First
78. on the call is not redirected to an alternate destination or voice mail To save your changes click Apply or OK 9 9 IN CALL SERVICE ACTIVATION h E a Allows BroadWorks users hosted on a TDM system to activate mid call services Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options 5 In Call Service Activation Profile In Call Service Activation allows BroadWorks users to activate mid call services transparently Incoming Calls OK Apply Cancel Outgoing Calls D call Control In Call Service Activation i ion off Calling Plans Flash Activation DTMF Digits Citat Anclications Call Transfer Activation DTMF Digits 1 Cuent Applications Messaging ok Cancel Utilities eny Group gt User gt Call Contol gt In Call Serviec Activation On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Call Control Click In Call Service Activation If the incoming call was answered on the users mobile or pulled from their desk phone to their mobile turning this feature on will enable the user to transfer the call to another party or make three way calls from their mobile Click On Click OK 9 10 THREE WAY CALL Three Way Calling allows you to perform a conference call that can be initiated from your phone or through the
79. phone number Forwarded or From following phone numbers select Any private number and or Any available number ie Enter the relevant numbers in the Specific phone numbers field To save your changes click OK CHAPTER 7 INCOMING CALL OPTIONS 56 7 21 SEQUENTIAL RING The Sequential Ring feature allows you to sequentially ring up to 5 locations in addition to the base location for a specified number of rings The feature applies to calls matching your pre defined criteria Use this service to ring calls from your manager a family member or an important customer on your mobile phone alternate business phone or home phone For each phone number check Answer Confirmation Required to prompt the answering party to enter a confirmation digit to confirm acceptance of the call Criteria for each Sequential Ring entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule All criteria for an entry must be satisfied for the call to enter Sequential Ring phone number and day of week and time of day If the criteria do not match the call continues as if this service was not turned on Group gt Users DCUser1 Welcome Sales Group Administrator Logout sa a Sequential Ring Profile Sequential Ring allows you to sequentially ring up to 5 locations in addition to the base location for a specified number of rings The 5 locations can be either a phone number or a SIP URI The feature applies to calls matchin
80. played 22 2 CGA FAQ S 1 A user can only belong to one Department Departments can be nested A user can only belong to one Call Pick Up group A user can belong to many Hunt Groups or Call Centres Re assigning user service packs oF Ensure you assign the new service pack before un assigning the old service pack whether you are upgrading or downgrading With miRECEPTION the user who has the licence assigned to them needs to have the users they are monitoring assigned to them in User Client Applications BroadWorks Receptionist Enterprise CHAPTER 22 KNOWN ISSUES COMMON PROBLEMS 245 22 3 ADDING USERS TO MONITOR IN MIRECEPTION 1 Login to CommPilot Navigate to the user who has miRECEPTION assigned to them On the Group Profile menu page Click Users Click Search to display a list of users Click Edit or any item on the row for the User For a selected user click Client Applications Click BroadWorks Receptionist Enterprise eo NOOR wD Click Search System gt N1234567R gt N2234567R gt Users testuser1 model ipvs net opeenei BroadWorks Receptionist Enterprise BroadWorks Receptionist Enterprise is an advanced Attendant Console designed to meet the specific needs of an operator inc luding advanced call control contact directories and Outaoina Calle Avy Cancel Call Control Enter search criteria below Calling Plans X Starts With Search gt Client Applications Available Users Monitor
81. plg Server Password server Address http voci bxs Server Type HTTP Exit Edit Customer user specific Server User and Server Password names E Quick Setup Server User 03949729878 Server Password Server Address http voci bxs Server Type HTTP Exit Edit CHAPTER3 CUSTOMER NETWORK AND DEVICES 15 Once the user has entered their specific User name phone number and Password they are required to Save the Config and Reboot their phone al Quick Setup TERT Wo Save Save Config Resume setup lt Bl Aavenced __ _ d 1 Admin Settings 2 Chanoe User Password 3 Reboot Phone Back Select Rebooting the phone may take a couple of minutes 2 8 PREMIUM CALL CENTRE EACD With the launch of the Premium Call Centre on 31 1 12 ALL Standard and Premium Call Centre users who have a Telstra IP 450 550 560 650 or 670 phone will notice an Incoming Call Notification message on the screen of their phone Wait Time 10s CC UID Adrian_Q1 CC Name Adrian_Q1 Queue 1 calls Longest 26 s Exit To remove the information message from the phone screen either Lift the handset or 2 Press the Exit soft key and then the Answer soft key to answer the call or Press the Speaker button or Press the Headset button 2 9 COMMPILOT 2 9 1 COMMPILOT VOICE PORTAL PORTAL The Voice Portal provides an I
82. requirement to lock this requirement again Voice Mail Retrieval allows users to dial the assigned code to to retrieve their voice mail Upon dialing this feature access code the user is automatically connected to their voice mail retrieval menu Voice Portal Access allows the user to directly access the voice Portal by dialling the Feature Access code 62 20 4 ENTERPRISE DIRECTORY The Enterprise Directory is only available if your group is part of an enterprise LIST AND DISPLAY INFORMATION FOR PHONE NUMBERS IN THE ENTERPRISE Use the Group Utilities Enterprise Directory page to view the list of phone numbers and related information for each user in your enterprise You can display Enterprise Directory Summary Summary of all numbers or Enterprise Directory Detail a list that provides the details for each number ue Enterprise Directory Profile Displays the enterprise directory listing A summary of the enterprise directory can be generated which can be easily printed and a detailed phone list can be generated aay x PE th Codes EPEE Enterprise Directory Summary calina Plan Enter search criteria below ae Starts With pr Group gt Utilities gt Enterprise Directory Phone List Caro Jane DCUser3 DCGrp1 CC DC Call Center CC DC DCGrp1 Sales Leigh DCUser2 DCGrp1 Sales Call Center SalesDept DCGrp1 Summers Anne DCUserl DCGrp1 Voice Portal Voice Portal 167145768 182721080 VMR
83. restrict their connected identity when receiving a call Do Not Disturb Off Automatically forward your calls to your voice messaging service if configured otherwise the caller hears a busy tone External Calling Line ID Delivery On Provides Calling Line ID information of an external caller Internal Calling Line ID Delivery On Provide Calling Line ID information of group or enterprise member when called Advanced Alternate Numbers Allow up to ten additional phone numbers and extensions with each number having a distinctive ringing pattern Call Forwarding Selective Off Automatically forward your incoming calls to a different phone number when pre defined criteria such as the phone number time of day or day of week are met CommPilot Express Off Manage incoming calls based on four pre configured profiles Priority Alert Off Ring your phone with a distinctive ring when pre defined criteria such as phone number time of day or day of week are met Selective Acceptance Off Accept calls when pre defined criteria such as phone number time of day or day of week are met Selective Rejection Off Reject calls when pre defined criteria such as phone number time of day or day of week are met Sequential Ring Off Ring multiple phones sequentially when calls are received Simultaneous Ring Personal Off Ring multiple phones simultaneously when calls are recei
84. s0 78 79 83 22 72 73 66 12 13 80 81 60 70 71 610 71 50 75 74 47 37 86 62 Messaging D gt Utilities Group gt User gt Utilities gt Feature Access Codes Anonymous Call Rejection Activation Anonymous Call Rejection Deactivation Anonymous Call Rejection Interrogation Automatic Callback Deactivation Automatic Callback Menu Access BroadWorks Anywhere E 164 Dialing Call Bridge Call Forwarding Always Activation Call Forwarding Always Deactivation Call Forwarding Always Interrogation Call Forwarding Always To Voice Mail Activation Call Forwarding Always To Voice Mail Deactivation Call Forwarding Busy Activation Call Forwarding Busy Deactivation Call Forwarding Busy Interrogation Call Forwarding Busy To Voice Mail Activation Call Forwarding Busy To Voice Mail Deactivation Call Forwarding No Answer Activation Call Forwarding No Answer Deactivation Call Forwarding No Answer Interrogation Call Forwarding No Answer To Voice Mail Activation Call Forwarding No Answer To Voice Mail Deactivation Call Forwarding Not Reachable Activation Call Forwarding Not Reachable Deactivation Call Forwarding Not Reachable Interrogation Call Forwarding Selective Activation Call Forwarding Selective Deactivation Calling Line ID Delivery Blocking Interrogation Calling Line ID Delivery Blocking per Call Calling Line ID Delivery Blocking Persistent Activation Calling Line ID Delivery Blocking
85. search criteria in the fields provided 18 If your group is part of an enterprise your hunt group may include any user in the enterprise 19 To assign the selected users click Add gt To assign all users unselected at once click Add All gt gt 20 To save your changes Click Apply or OK Assign a Phone Number to a Hunt Group 1 On the Group Services menu page Click Hunt Group 2 Click Edit or any item on the row for a call center 3 Click Addresses 4 Select a Phone Number from the drop down list The Extension will be automatically populated 5 To save your changes Click Apply or OK Access the Profile Menu for a Hunt Group Use the Hunt Group Profile menu page to add attributes for a new hunt group or to modify attributes for a hunt group Group gt Hunt Groups 12345 Welcome Sales Group Administrator Logout Options Profile b Profile ES Sa Basic Advanced Profile Assign Services Display and configure profile information and members for this hunt group Assign or unassign services and service packs Addresses Call Application Policies Display and configure information such as phone number extension and identity device Select Call Control Applications enabled for a user profile for this hunt group DS Call Policies Password Configure user Call Policies Configure the voice portal password for this hunt group Voice Portal Change voice portal options of the hunt group Group gt Services
86. service by the Customer or their IT support group When an IP Phone is powered up or is reset the IP Phone will automatically fetch the configuration files from the Customer IP Phone Configuration Server using either Trivial File Transfer Protocol TFTP or File Transfer Protocol FTP 2 7 QSETUP QUICK SETUP First time users will be required to initially configure their IP phone If the QSetup soft key is visible on the screen of the phone the user will be required to enter a Username and Password This information will be supplied to the Customer Group Administrator The Username name will be the user s FNN phone number This information only needs to be entered once via the QSetup soft key If the phone has been preconfigured the QSetup soft key will not be visible on the screen of the phone Specific step by step instructions for the Telstra IP235 330 3831 335 450 550 560 650 670 and VVX Telstra Video phone are listed in the Features guides of each phone model on the Telstra Online Resource Centre www telstra com tiptresources The Telstra Polycom 301 430 501 600 601 400 will NOT support the QSetup soft key under TIPT DMS The following screen images will appear on the phone when performing the relevant steps as listed in the guides Press the QSetup soft key ndPoint IF 1 55PM Wed 25 Aug qelstra IP TELEPHONY New Call Forward KETI Default Server User and Server Password names E Quick Setup Server User
87. that user is in default profile Available in Office None 4 Verify user is registered to BroadWorks and phone has dial tone phone icon is black on LCD display 5 Check network settings IP DHCP DNS etc and statistics to see if voice quality issued are evident eg jitter packet loss 6 Verify TIPT user configuration call forwarding call plan etc Listen and document TIPT treatment messages 21 1 1 ESCALATION 1 Document fault details UserID DN MAC Address call scenario feature date time etc 2 Is user or entire site effected 3 What phone type is being used 4 Has the fault been reproduced on another phone Other information dialling ext or FNN 6 Fault must be submitted to CSG support via authorised contact 21 2 POLYCOM PHONES FAQ S 1 Reboot phone by holding down 2 Volume Volume Mute Messages 3 Or Unplug the LAN cable from the back of the phone wait 10 seconds replug the LAN cable 4 Phones load configuration from FTP server 5 Phone finds FTP server via DHCP Option 66 21 2 1 PHONE FAQ S OBTAIN PHONE MAC ADDRESS FROM THE PHONE e Press MENU 2 2 2 RESET PHONE ANGUAGE VIA THE PHONE FOR POLYCOM 501 AND 601 R LOL Q LAN QJ U MUL V A E a m U N L U mM E U Y lu o V O U A N _ O U e MENU 3 1 1 1 1 press last soft key Select e Phone language not available on Polycom 301 CHAPTER 21 FREQUENTLY ASKED QUESTIONS 241 CURRENT VOICE QUALITY STATISTICS
88. the service data that has been filled out will be lost Routing Polices n OK Apoy Cancel Calling Plans Available Services User Services AltemateNumbers _ _ _ a _ _Add gt Anonymous Call Rejection Basic Call Logs z Call Forwarding Always Remove lt Call Forwarding Busy Call Forwarding Selective Calling Line ID Delivery Blocking Calling Name Retneval Add Aloe Call Notify Client Call Control Connected Line identification Restichon Remove Al lt lt LOK Avy Cancel Group gt Call Center menu gt Call Centers gt Assign Services 1 On the Group Call Center menu page Click Call Centers Select the required call centre to Edit Click Assign Services Select the required services from the Available Services column Click Add gt to add the selected services or click Add All gt gt to assign all services ee To save your changes Click Apply or OK 18 14 CALL APPLICATION POLICIES Use the Call Center Call Application Policies page to view Call Applications enabled for a user Group gt _Call Centers Welcome Sales Group Administrator Logout tions P n E Call Application Policies D Profile Select Call Control Applications enabled for a user Routing Polici Apply Cancel l Enabled Application Id Description No Entries Present ox j Apy j Cao Group gt Call Center menu gt Call Centers gt Call Application Policies 1 On t
89. they will hear a recording stating that you are not accepting calls from anonymous callers Click OK or Apply Selective Call Acceptance Selective Call Rejection Example A busy salesman is working on an important presentation for his client and cannot be disturbed by anyone unless it is a customer He can setup Selective Call Acceptance to only receive calls from those numbers specified all others will receive an announcement stating that you are not accepting calls at this time CHAPTER 23 USER SCENARIOS AND EXERCISES 251 h Ee Ss eS eS a Exercise Selective Call Acceptance allows you to accept calls only from numbers of your choice When a call is received from other phone numbers not included in your Selective Call Acceptance list the callers will hear an announcement that you are presently not accepting calls from their numbers Selective Call Rejection works much like Selective Call Acceptance except with this service you select specific numbers to reject and all other numbers will be able to call your number When a call is received from a rejected number the caller will hear an announcement that you are presently not accepting calls from their number Select Selective Acceptance on the Incoming Calls menu page Click the Active box to enable the service A v indicates the service is active Click OK or Apply To add numbers click the Add button In the Description field enter a description of the phone numbers Se
90. to a different phone number when your phone is busy Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Call Forwarding Busy Call Forwarding Busy allows you to fonvard all your incoming calls to a different phone number or SIP URI if your phone is currently busy Use this service when you would rather i have a secretary or co worker receive the call instead of the caller being sent to your voice messaging box Note that the address phone number or SIP URI you forward your calls B Incoming Calls to must be permitted by your outgoing calling plan You can also set the phone number or SIP URI to forward to using the feature access code Qutgoing Calls OK Apply Cancel Call Control Profile Calling Plans rsa Reccceeee Calls Forward to phone number SIP URI Client Applications Messaging atinas OK meme Cancel Group gt Profile gt Users gt Incoming Calls gt Call Forwarding Busy 7 7 1 TO ACTIVATE CALL FORWARDING BUSY 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Call Forwarding Busy Click On to activate the feature Enter a number into the Call Forward to phone number field Se Se eS S To save your changes click Apply or OK 7 8 CALL FORWARDING NO ANSWER The Call Forwarding No Answer feature auto
91. your new agent will be assigned a percentage value of 0 and therefore will not receive calls until this value is altered on the Call Centre Weighted Distribution page PrO Why when I use Remote Office is the Escalate button greyed out The Escalate button is not available when using Remote Office Do Agents and Supervisors have to belong to the same group No Agents and Supervisors can be a part of any group in your Enterprise however they must be on TIPS FO PO Why am unable to configure the Weighted Call distribution page The Weighted Call Distribution policy on the Profile page for this Call Centre must be enabled PrO CHAPTER 22 KNOWN ISSUES COMMON PROBLEMS 248 CHAPTER 23 USER SCENARIOS AND EXERCISES 23 1 SCENARIO SET UP BASIC SERVICES Example of a Basic Services Setup A new user to the system would usually like to take advantage of managing their own services such as updating their profile and password setting up Call Forwarding setting up Voice Messaging and adding to their Personal Phone List However as a CGA you may perform all user tasks on behalf of a user After logging in the user has access to all the services the company has purchased Through the CommPilot Personal portal the user can Modify their profile NO Change their password 3 Activate Call Forwarding Always 4 Adda phone number to their Personal Phone List 5 Activate Voice Messaging 23 1 1 EXERCISE SET
92. 0 while leaving a message they will be prompted to send the voice mail messge or cancel the recording When a message is sent the caller is prompted to be transferred to the operator phone number configured or to return to the voice portal 15 To save your changes click Apply or OK 12 5 VOICE PORTAL Voice Portal allows you to set a Personalized Name upload a WAV file to use as your name for Auto Attendant and Voice Messaging and set voice portal auto login option Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Voice Portal Profile Voice Portal allows you to set a Personalized Name upload an audio file to use as your name for Auto Attendant and Voice Messaging and set voice portal auto login option Incoming Calls OK Apply Cancel Outgoing Calls Call Control f Use Personalized Name for Auto Attendant and Voice Messaging Calling Plans Load Name Browse Client Applications i H Auto login to Voice Portal when calling from my phone BD Messaging dem Utilities OK Apply Cancel Group gt User gt Messaging gt Voice Portal 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 Fora selected user click Messaging 5 Click Voice Portal 6 To use a pre recorded personalized name click the Browse button in the Load Name field Navi
93. 2 42 43 43 43 44 44 44 44 45 45 45 46 47 47 48 48 48 7 14 1 10 7 16 rae 7 18 7 19 7 20 7 21 7 22 Internal Calling line ID Delivery 7 14 1 To Activate Internal Calling Line ID Delivery Alternate Numbers 7 15 1 To Activate Alternate Number Call Forwarding Selective 7 16 1 To add additional numbers CommPilot Express Priority Alert 7 18 1 To add numbers 7 18 2 To Delete a Priority Alert option Selective Acceptance 7 19 1 To add additional numbers Selective Rejection 7 20 1 To add additional numbers sequential Ring 7 21 1 To add additional numbers Simultaneous Ring Personal 7 22 1 To add additional numbers CHAPTER8 amp OUTGOING CALLS OPTIONS 8 4 Speed 8 5 8 6 8 7 Basic menu Advanced menu Automatic Call Back Call Return Last Number Redial Line ID Blocking Dial 8 Speed Dial 100 Account Codes Personal Phone List 8 8 1 Importing a list from a CSV file CHAPTER9Q CALL CONTROL OPTIONS 9 18 Basic menu Advanced menu Barge in Exempt Call Waiting Customer Originated Trace Directed Call Pickup Diversion Inhibitor Directed Call Pickup with Barge in Flash Call Hold Call Transfer IN CALL SERVICE ACTIVATION Three Way Call Music Video On Hold N Way Call BroadWorks Anywhere Call Centers Hoteling Guest Configure Hoteling Host Push To Talk Remote Office CHAPTER 1 WHAT IS IP TELEPHONY 49 49 49 50 50 51
94. 2 Click Add 3 Type data for the digit string An asterisk indicates required data A digit string can contain one or more question marks as a wildcard that represents any digit between 0 9 These wild cards can appear in any position except as the national prefix or country code An asterisk can also be used as a wildcard This wild card can be used once in the trailing position to the right If a digit string contains a and a the must be after the 4 To save your changes Click Apply or OK MODIFY A PINHOLE DIGIT STRING Welcome Sales Group Administrator Logout Options Profile Resources Acct Auth Codes Pinhole Digit Strings Modify Modify the selected Pinhole digit string OK Delete Cancel Name test Call Center Digit String 4568797 a Calling Plan Utilities OK Delete Cancel Group gt Calling Plan gt Pinhole Digit Strings 1 On the Group Calling Plan menu page Click Pinhole Digit Strings 2 Click Edit or any item on the row for the string 3 To modify the string type data for the string An asterisk indicates required data A digit string can contain one or more question marks as a wildcard that represents any digit between 0 9 These wild cards can appear in any position except as the national prefix or country code An asterisk can also be used as a wildcard This wild card can be used once in the trailing position to the
95. 2 Select the require Call Centre to Edit CHAPTER 18 CALL CENTRE MENU 187 3 Select Profile to make changes to the required fields 4 To save your changes Click OK 18 3 MODIFYING AND ASSIGNING OPTIONS TO THE CALL CENTRE To modify a Call Centre a number of screens must be filled in Use the Group Call Center Call Center Profile page to add basic information for a Call Centre A Call Centre is a virtual user a Call Centre user and you provision it with many of the attributes a user has 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Select Profile 4 Enter the required information for the Call Centre an asterisk indicates a mandatory field and requires data 5 The following mandatory fields must be completed Call Centre ID Name Calling Line ID Last name Calling Name ID First Name Initial Password Re type Initial Password 6 The default language is English US English unless configured otherwise Clicking on the drop down arrow will list other available languages that are the language in which service specific messages are played during calls to the call centre Other options can be changed as required All explanations for fields on this screen are listed above in the Add a Call Centre section 8 To save your changes Click OK 18 4 ADDRESSES Assigning a number to a Call Centre TO ASSIGN A NUMBER TO THE CALL CENTRE Group gt _Call Centers
96. 4 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the user 4 Click Incoming Calls J Click Selective Acceptance 7 19 1 TO ADD ADDITIONAL NUMBERS 1 Click Add Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options f Selective Call Acceptance Add Profile Allows you to add a selective call acceptance entry Specify the time schedule and or holiday schedule you would like calls to be accepted Also you can have the call accepted when bi aa only the specified numbers call or all numbers call If you need more than 12 numbers or more distinct time or holiday periods you can create multiple entries to accomplish this ncoming Calls Outgoing Calls OK Cancel Call Control Client Applications Accept call Messaging O Do not accept call Selected Time Schedule Every Day All Day wv Selected Holiday Schedule Calls from Utilities Any phone number O Following phone numbers _ Any private number C Any unavailable number Specific phone numbers OK Cancel Group gt Profile gt Users gt Incoming Calls gt Selective Acceptance Enter a Description Select Accept call or Do not accept call Select a Time or Holiday Schedule if required a E In the Calls from field specify Any phone number or choose Follo
97. 7960 Polycom Soundpoint IP 330 450 550 650 670 TO DELETE OR MODIFY INFORMATION ABOUT A DEVICE Note It is recommended NOT to Delete a Device as this will render the handset unusable Add and Delete functions should be performed by Telstra Use the Group Resources Identity Device Profile Modify page to delete a device or to modify information about a device From this page you can also configure the device change the order of the line ports and modify the profile of a user to whom this device has been assigned identity Device Profile Modify Tjita oe SE ee ee ee E oe 1E a Gane arms Mick ath oe i Z O O CHAPTER 15 RESOURCES MENU 130 Group gt Resources gt Identity Device Profiles 15 2 2 TO RE ORDER LINE PORTS These steps allow you to re order the line display on a multi line IP phone which is configured with multiple phone numbers On the Group Resources menu page Click Identity Device Profiles Click Search to view the list of Identity or Device profiles for your group Click Edit for the user you want to modify Click the User tab Click the Reorder Line Ports on this Identity Device Profile link to change the order of the lines and ports Select the line ports that need to be re ordered Click Move Up or Move Down to change the order Click OK or Apply to save changes or click Cancel to exit without saving changes You must now Rebuild the file and Reboot the phone as listed above Note
98. 9 208 207 40036 user phone transport udp If you click Custom Music Video File select and upload the file or files to play from your computer Type the path and file name of a WAV file with your greeting in the Load Custom Audio File text box or click Browse to select a file on your computer If your Music Video On Hold service has video support enabled you can also type the path and file name of a MOV file with your greeting in the Load Custom Video File text box or click Browse to select a file on your computer To save your changes Click Apply or OK To delete Music Video On Hold for the department Click Edit or any item on the row for the department Click Delete The previous page displays CHAPTER 16 SERVICES MENU 170 Note The Delete button displays only for a group administrator 16 9 VOICE MESSAGING Use this item on the Group Services menu page to e Enable users to record messages for incoming calls CONFIGURE VOICE MESSAGING Use the Group Voice Messaging page to enable users to record messages for incoming calls Once configured a user can record a message when a Call is not answered within a certain number of rings when the user s phone is busy or when transferred directly to the user s voice mail Voice Messaging enables you to configure the voice messaging server for your group You can use the LDAP directory provided by the system or configure a group directory If you chose a group server you can co
99. B Automatic Call Back ACD Automatic Call Distribution ACL Access Control List ACM Audio Compression Manager Admin Administrator AES Advanced Encryption Standard AH Authentication Header ALG Application Layer Gateway API Application Programming Interface APPN Advanced Peer to Peer Networking ARP Address Resolution Protocol AS Application Server ASCII American Standard Code for Information Interchange ASR Application Server Redundancy ASR Application Server Registration BPS Bits Per Second BRI Basic Rate Interface CA Certification Authority CAC Call Admission Control CHAPTER 23 USER SCENARIOS AND EXERCISES 253 CAP CAS CDR CD ROM CE CFA CFNA CGA CGI CIR CLI CLID COS COT CPE CPL CPS CPU CRM CSV CT CTI CU CWC DBMS DDNS DHCP DID DME DMI DMTF DN DN DND DNS DOD DS DSCP DTMF DTP E1 Client Application Protocol Conferencing Application Server Call Detail Record Compact Disc Read Only Memory Customer Edge Call Forwarding Always Call Forward No Answer Customer Group Administrator Common Gateway Interface Committed Information Rate Command Line Interface Calling Line ID Class of Service Customer Originated Trace Customer Premises Equipment Call Processing Language Calls Per Second Central Processing Unit Customer Relationship Management Comma Separated Value Call Type Computer Telephony Integration Currently Unused City Wide Centrex Database Management System Dynamic Domain
100. Call Centers CC_DC Welcome Sales Group Administrator Logout Options Calling Plans Profile Routing Policies Incoming Plan Outgoing Plan Incoming Calls Incoming Calling Plan None of the menu items in this category are enabled Display the type of phone numbers you can receive calls from DP Calling Plans Group gt Call Center menu gt Call Centers gt Calling Plans 18 17 1 INCOMING CALLING PLAN 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Click Calling Plans from the options menu 4 Click Incoming Calling Plan 5 Click Custom Settings and make required changes CHAPTER 18 CALL CENTRE MENU 205 Group gt _Call Centers CC_DC Welcome Sales Group Administrator Logout Options Incoming Calling Plan Profile Incoming Calling Plan allows you to view the calling plan rules for your incoming calls Only your administrator can change the call types that are permitted Routing Policies Incoming Calls BP Calling Plans iL Custom Settings Permitted Name wv Calls From Within Enterprise vw Calls From Outside Enterprise vw Collect Calls vw DSOne Legend Allow Y Partial Allow only if transferred by a group user P Block N Group gt Call Center menu gt Call Centers gt Calling Plans 6 To save your changes Click Apply or OK 18 19 TO MAKE A CALL CENTRE INACTIVE There is no need to delete a call centre if it
101. Call Forwarding Busy deactivation Call Forwarding Busy Interrogation Call Forwarding Busy to Voicemail Activation Call Forwarding Busy to Voicemail Deactivation Call Forwarding No Answer Activation Call Forwarding No Answer Deactivation Call forwarding No Answer Interrogation Call Forwarding No Answer to Voicemail Activation Call Forwarding No Answer to Voicemail Deactivation Call Forwarding Not Reachable Activation Call Forwarding Not Reachable Deactivation Call Forwarding Not Reachable interrogation Call Forwarding Selective Activation Call Forwarding Selective Deactivation Calling Line ID Delivery Blocking Interrogation Calling Line ID Delivery Blocking per Call Calling Line ID Delivery Blocking Persistent Activation CHAPTER 20 UTILITIES MENU 223 31 65 68 88 98 11 69 92 B3 43 43 70 99 33 33 33 56 57 o 33 59 80 78 Calling Line ID Delivery Blocking Persistent Deactivation Calling Line ID Delivery per Call Call Park Call Park Retrieve Call Pickup Call Retrieve Call Return Call Return Number Deletion Call Waiting Interrogation Call Waiting Persistent Activation Call Waiting Persistent Deactivation Cancel Call Waiting Clear Voice Message Waiting Indicator Communication Barring User Control Activation Communication Barring User Control Deactivation Communication Barring User Control Q
102. Cancel peveseeey Enable Connected Line Identification Restriction O on off Reececeed OK Apply Cancel Group gt Profile gt Users gt Incoming Calls gt Connected Line Identification Restriction On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Connected Line Identification Restriction Click On to enable the feature To save your changes click Apply or OK 7 12 DO NOT DISTURB The Do Not Disturb feature automatically forwards your calls to your voice messaging service if configured otherwise the caller hears a busy tone With Do Not Disturb turned turned on your phone does not ring when a call arrives CHAPTER 7 INCOMING CALL OPTIONS 47 Group gt Users DCUser1 Welcome Sales Group Administrator Logout sa tani Do Not Disturb Profile Allows you to send your calls directly to your voice messaging box without ringing your phone In addition you can make your primary phone emit a short ring burst to inform you when the call is being sent to voice messaging by using the Ring Reminder This is important when you have forgotten the service is turned on and you are at your phone waiting to D Incoming Calls ferme ciii OK Apply Cancel Calling Plans penn Outgoing Calls Call Control a ane 5 Client Applications _ Play Ring Reminder when a
103. Centre Supervisor to dial the assigned code to listen in on calls handled by agents they are monitoring An optional configurable tone may be used to let agents know that they are being monitored Last Number Redial allows users to redial the last number they dialed Users are allowed only to redial calls to call types in the Outgoing Calling Plan Location Control Activation The Shared Call Appearance Location Control feature enables the user to activate an alternate endpoint Location Control Deactivation The Shared Call Appearance Location Control feature enables the user to deactivate an alternate endpoint Make Outgoing Call as Call Center allows a Call Centre Agent to dial the assigned code to make calls using a call center phone number The called party sees the Calling Line ID CLID or the DNIS of the Call Center instead of the agent s phone number Make Personal Outgoing Call allows Call Center Agent to dial the assigned code to make calls using their own phone number Monitioring Next Call allows a Premium Call Centre Supervisor to dial the assigned code to monitor the next incoming call To use this feature the supervisor must have the Directed Call Pickup with Barge in and Call Center Monitoring services assigned Music On Hold Per Call Deactivation allows users to deactivate the Music On Hold feature for their current calls Night Service Activation Manual Override allows the user to dial the assigned code to activate the Night
104. CommPilot Express Profile is Available In Office or None Check DND Do Not Disturb CFA Call Forward Always CFNA Call Forward No Answer SimRing and Remote Office RO features etc are OFF 4 Check the user hasn t turned CFA on by using the Feature Access Codes 72 Have the user press 73 to deactivate CFA Pressing Do Not Disturb DND on phone will not turn DND on in the Toolbar and vice versa If a user does not have Voice Messaging turned on and DND is turned on the caller will get Busy tone Check User has a Service Pack assigned User Can t make certain Calls User Calling Plan Outgoing Calling Plan e g Inter group Mobiles etc Check Call Baring on the User s Outgoing Call Plan and the Group outgoing Calling Plan Check Short code Voice VPN Dial Plan Telstra LA LA VC BE IQ MANNE IOTI ICED CA OON NI A AVA I ANAA eY e L VU a VVA ING DEL D WUU IV V Lao Ws Le PX Va A es SAIN YA j Turn Call Waiting Off CALL DIVERTS TO VOICE MESSAGING Set CFNA and Greetings to more than the default 3 rings options to choose are 2 20 rings fr t J CCR AOESNT BEQIIIPEVNICE MESSAGING Gh COMMPILOTNIISERAAECSAGCING USER DOESN T REQUIRE VO IESSAGING VM COMMPILOT USER MESSAGING Turn User s Voice Messaging off EYENIDA CET D CINIC CONAMA DII C PYDDECC DDOI E A AR C NI E F f U H Si UO N UY LU IVI V a U XI REDD FRUI TAVA ADI IN UI
105. Control Set web access password L Set portal password Calling Plans Reset Password Type new password Re type new password ok Apply Cancel Group gt Profile gt Users gt Passwords 6 2 5 SCHEDULES Schedules Time or Holiday schedules can be created with Events which are a set of criteria and a recurrence pattern used to configure the schedule Use this item on the Users Profile menu page to e Add Schedules e Modify a Schedule e Delete a Schedule Use the Users Schedule page to list all the time schedules in the group Schedules can be applied to services such as Call Notify Priority Alert and Selective Acceptance Rejection Forward From this page you can add modify or delete a schedule Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options iii Schedules Add a new schedule or manage existing schedules OK Apply Add Cancel D Profile Incoming Calls Outgoing Calls Delete Schedule Name A Type Level Edit Call Control Test Time Group View Calling Plans testa Time Group View i i testa Time Persona dit Messaging Schedule Name V Starts With V p Find Find All Utilities wut Group gt Profile gt Users gt Schedules CHAPTER 6 PROFILE MENU 30 1 On the Users Profile menu page Click Schedules This page is a list page Depending on the numb
106. Department Assignment of Numbers Use the Group Assign Numbers Modify page to modify the assignments of numbers to departments Welcome Sales Group Administrator Logout Options r 5 Assign Numbers Modify Profile Assign phone numbers to a department D Resources meai Services Acct Auth Codes Phone Numbers Assign to Department Call Center Add gt Calling Plan Eo E Remove lt Utilities 61 83812345004 61 812345005 61 812345006 61 812345007 Add All gt gt 61 812345008 61 812345009 y Remove All 61 812345010 OK Apply Cancel Group gt Resources gt Numbers 1 On the Group Resources menu page Click Numbers click Search Click Edit or any item on the row for the number gt r p On the Phone Numbers column select the number or range of numbers CHAPTER 15 RESOURCES MENU 134 To move the selected items to the Assign to Department column click Add To move all items unselected click Add All Select the department or None from the drop down list To save your changes click Apply or OK 15 6 OFFICE ZONES This service is currently not configured 15 7 SERVICES Use this menu item on the Group Resources menu page to display a list of services and service packs authorised for your group Use the Group Services page to list the service packs group services and user services assigned to your group This menu identifies if there are spare service
107. Dial soft key The relevant phone number configured in the Speed Dial 8 page will then be dialed Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Profile Incoming Calls BP Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Speed Dial 8 Speed Dial 8 allows you to set up to eight speed dial numbers that can be called with the push of a button Enter the number as you would normally dial it and then just hit that number on your touch pad to call it You can also program your speed dial using your phone and the star code for Speed Dial 8 OK Apply Cancel Speed Code Phone Number SIP URI Name E sd 3 LDLo y L O Doo E Loo E 7 PO E 9 OK Apply Cancel Group gt User gt Outgoing Calls gt Speed Dial 8 1 On the Group Profile menu page Click Users CHAPTER 8 OUTGOING CALLS OPTIONS 63 cg co a a Click Search to display a list of users in your group Click Edit or any item on the row for the On the Users menu page Click Outgoing Calls Select Speed Dial 8 Enter a phone number into the Phone number field Enter a name into the Name field Repeat the above 2 steps for each of the other speed dial entries you require To save your changes click Apply or OK 8 5 SPEED DIAL 100 The Speed Dial 100 feature allo
108. EARCH CRITERIA Specify advanced search criteria to produce a list in a page that contains the advanced search criteria CHAPTER 5 GETTING STARTED 23 Select a keyword to search by from the first drop down list on the left Select a search condition from the second drop down list Type the text for the search condition in the text box Click Search Once the list is displayed you can Change Sort Order of Column Data Display Another Page CHAPTER 5 GETTING STARTED 24 CHAPTER 6 PROFILE MENU This chapter contains sections that correspond to each item on the Group Profile menu page This menu page is the Home page for group administrators and it displays when you log in To return to this page at any time click Home elstra Telstra IP Telephony Help Home Welcome Sales Group Administrator Logout Options Profile D Profile Resources Basic Advanced rere Users Call Processing Policies Add modify or remove users Configure group level Call Processing Policies Acct Auth Codes Profile Communication Barring Auth Codes Call Center View or modify your group profile information Configure group level Communication Barring Authorization codes Calling Plan Change Password Dial Plan Policy Utilities Change your password Configure group level Dial Plan Policy Administrators Add modify or remove group administrators and department administrators Departments Add modify or remove
109. Exec configures for his PA s phone to ring at the same time as his phone does If both Exec and PA don t answer the call the Exec requires the call to go to his Voicemail box CHAPTER 22 KNOWN ISSUES COMMON PROBLEMS 243 The Exec must ensure that his CFNA number of rings is set to a lesser number than his PA s i e Exec CFNA 5 rings PA CFNA 6 rings If one phone has a silent ring tone selected with a Shared line when the phone that has the Silent ring selected rings and is answered the call is actually answered on Speaker If shared call appearance is configured on your phone the forward soft key will not be visible m gi a 7 r a Y LE WI L_ AFA TI Call Forward Always takes precedence over all other features i e Call Forward Busy Call Forward No Answer CommPilot Express Profiles Do Not Disturb Call Waiting overrides Call Forward Busy i e Call Waiting needs to be turned OFF for your phone to register the engaged signal if you are on a call Call Forward Busy overrides Automatic Call Back if CFB is activated to VM or another number the caller will not receive busy tone which in turn will not let Automatic Call Back activate CFA overrides Remote Office Number of Rings setting is greater in CommPilot than will display on the Telstra Telephony Toolbar When setting the number of rings on the Telstra Telephony Toolbar e g CFNA to 4 rings and then you go into CommPilot Web Portal and change the settin
110. Group gt Users DCUseri Welcome Sales Group Administrator Logout Options p Alternate Numbers Profile D Incoming Calls you Alternate Numbers allows up to ten additional phone numbers or extensions to be assigned in addition to your primary number and extension All additional numbers and extensions ring your phone s just like your primary phone In addition you can specify a distinctive ringing pattern for each number if your phone supports it Only your administrator can configure new numbers and extensions for Outgoing Calls OK Apply Cancel Call Control Calling Plans Distinctive Ring ion U off Client Applications Phone Number None None None None None None None None None Konan None Extension L Ring Pattern Normal Normal Normal Normal Normal Normal Normal Normal Normal lt J lt I lt I lt I LILI LI LK lt I lt Normal Alternate Number ID Messaging 1 Utilities 2 3 4 5 6 7 8 3 10 ok Apply Cancel Group gt Profile gt Users gt Incoming Calls gt Alternate Numbers CHAPTER 7 INCOMING CALL OPTIONS 49 7 15 1 TO ACTIVATE ALTERNATE NUMBER 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for
111. Guide CHAPTER 1 WHAT IS IP TELEPHONY 1 1 What is TIPT CHAPTER2 THE ROLE OF THE CGA 2 1 CGA responsibilities 2 2 Key Administrator tasks CHAPTER3 CUSTOMER NETWORK AND DEVICES 3 1 Customer LAN 3 2 Customer devices 2 3 Customer servers 2 4 DHCP server 2 5 DNS Server 2 6 IP Phone Configuration Server Stage 1 only 2 QSetup Quick setup 2 8 Premium Call Centre EACD 2 9 CommPilot 2 9 1 CommPilot Voice Portal Portal 2 9 2 CommPilot Web Portal 2 9 3 CommPilot Express 2 10 Telstra Telephony Toolbar 2 10 1 Display the toolbar in Internet Explorer IE CHAPTER 4 BROADWORKS OVERVIEW 3 1 Role Location Path 3 2 Help Home Logout Links 3 2 1 Navigation Pane and Content Pane 3 2 2 Buttons 3 2 3 Text Alignment CHAPTERS GETTING STARTED 3 3 LogIn 3 4 Add Telstra IP Telephony to Favorites 3 5 Search List Pages 3 5 1 Change Sort Order of Column Data 3 5 2 Define Search Criteria 3 5 3 Display Another Page 3 6 Advanced Search 3 6 1 Specify Advanced Search Criteria CHAPTER6 PROFILE MENU CHAPTER 1 WHAT IS IP TELEPHONY 11 11 12 12 12 18 18 18 19 20 21 21 22 22 23 23 23 25 6 1 6 2 Basic menu Advanced menu Access Group Profile Menu Users 6 2 1 List Users 6 2 2 User Profile Menu Basic menu Advanced menu 6 2 3 Addresses 6 2 4 Change a User Password 6 2 5 Schedules 6 2 6 Add Schedules 6 2 7 Modify or Delete a Time Schedule 6 2 8 As
112. Inbox of the users specified in the Voice Messaging feature Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Distribution Lists Distribution Lists allows you to create lists of numbers to send voice messages in bulk Profile Incoming Calls Outgoing Calls os Apply ln Call Control Distribution List Numbers Calling Plans ca Parana E B a 12 14 Client lications D Messagin Distribution List Utilities Phone Number SIP URI Aad Delete Phone Number SIP URI No Entries Present Co aer can Group gt User gt Messaging gt Distribution Lists 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Messaging a a D Click Distribution Lists CHAPTER 12 MESSAGING OPTIONS 104 Select the distribution list you wish to configure by clicking on one of the 15 tabs labeled 0 through 14 near the top of the window Each list can be configured independently In the Description text box type a name for the list Click Apply To add a phone number or address to the Distribution list Click on the tab for the list In the Phone Number SIP URI text box type the phone number or SIP URI address to add Click Add To save your changes click Apply or OK Check the Delete box next to the entry to delete
113. Logout links display on every page The Help link displays the Help page associated with the current function or page The Help page opens in its own browser window separate from the CommPilot application To exit the Help page click the X in the upper right corner of the browser window The Home link displays the Home page associated with the role of the current user The Logout link displays the Logout page Welcome Sales Group Administrator Logout Options Profile b Profile Basic Advanced esources Serco Users Call Processing Policies Add modify or remove users Configure group level Call Processing Policies Acct Auth Codes g Profile Communication Barring Auth Codes Call Center View or modify your group profile information Configure group level Communication Barring Authorization codes Calling Plan Change Password Dial Plan Policy aE Change your password Configure group level Dial Plan Policy Administrators Dialable Caller ID Add modify or remove group administrators and department administrators Automatically prepend digits to the incoming caller ID of public calls so the caller ID is esented in o ted in dialable format Departments Add modify or remove departments in your group Schedules Add modify or remove schedules Group Administrator gt Home page CHAPTER 4 BROADWORKS OVERVIEW 18 3 2 1 NAVIGATION PANE AND CONTENT PANE On a CommPilot web page the Opt
114. MENU This menu displays the items that group administrators can use only if such functions have been assigned to them e Configure Device Configuration e Extension Dialing e Intercept Group e LDAP Directory e Voice Portal Branding CHAPTER 20 UTILITIES MENU 220 20 1 COMMON PHONE LIST You use this page to view the contents of the Common Phone List This list is useful for including numbers frequently called by the group such as a security company company caterer or a company day care center From this page you can also e Delete a number e Add a number e Import a file of numbers e Modify or delete a number The Common Phone List is used as a speed dial list from a user s CommPilot Call Manager Welcome Sales Group Administrator Logout Options Common Phone List Profile Store frequently called numbers for the group so that they can be easily dialed from their CommPilot Call Manager You can also quickly add numbers to this list by importing a phone list and loading the numbers from a CSV file Resources Services Acct Auth Codes Call Center Calling Plan Delete Name al Phone Number Edit No Entries Present Utilities OK Apply Add Cancel Group gt Utilities gt Common Phone List 1 Onthe Group Utilites menu page Click Common Phone List Click Edit or any item on the row for Import Phone List Modify required Name field and Phone Number field if required Select OK to save
115. Name Utilities Department Language English v Time Zone GMT 10 00 Australia Victoria v O Enable Maximum Call Time for Unanswered Calls Minutes Instant Group Call User List Specify Phone Number SIP_URI OK Cancel CHAPTER 16 SERVICES MENU 176 Group gt Services gt Instant Group Call On the Group Services menu page Click Instant Group Call Click Add Type the Instant Group Call ID An asterisk indicates required data Type or select information to configure the Instant Group Call The input boxes include the following Name Enter a name Calling Line ID Last Name Enter the Last Name Calling Line ID this will display when an incoming call displays on your handset Calling Line ID First Name Enter the First Name Calling Line ID this will display when an incoming call displays on your handset Department Select a Department from the drop down list if required Select the Language that is the language in which service specific messages are played during calls to the hunt group Default is English U S English unless configured otherwise 0 Time Zone Select the relevant Time Zone EnableMaximum Call Time for Unanswered Calls Check Enable Maximum Call Time for Unanswered Calls and type the number of minutes in the input box 2 Enter phone numbers into the Instant Group Call User List a maximum of 20 numbers can be entered 3 To
116. Name System Dynamic Host Configuration Protocol Direct Inward Dialing Distributed Management Environment Desktop Management Interface Desktop Management Task Force Directory Number Distinguished Name Do Not Disturb Domain Name System Direct Outward Dialing Differentiated Service Differentiated Service CodePoint Dual Tone Multi Frequency Data Transfer Process European equivalent to North American T1 CHAPTER 23 USER SCENARIOS AND EXERCISES 254 EBCDIC EGP EIR EOCP FAC FAQ FCAPS FE FNN FRTS FTP GB GGP GIF GUI GW HTML HTTP IAD ICP Extended Binary Communication Data Interchange Code Exterior Gateway Protocol Extended Information Rate Enhanced Outgoing Calling Plan Feature Access Codes Frequently Asked Questions Fault Configuration Accounting Performance and Security Front End server Full National Number Frame Relay Traffic Shaping File Transfer Protocol Gigabyte Gateway to Gateway Protocol Graphics Interchange Format Graphical User Interface Gateway Hypertext Markup Language Hypertext Transfer Protocol Integrated Access Device Incoming Calling Plan Internet Explorer Internet Engineering Task Force Instant Message Instant Messaging and Presence Internet Message Access Protocol Information Management System Internet Protocol InterProcess Communication Internet Protocol Device Control Internet Protocol Network IP Telephony Internet Protocol Version 4 Internet Protocol Version 6 Intern
117. OR Following phone numbers and enter the relevant phone numbers one number in each field To save your changes click OK TO DELETE A PRIORITY ALERT OPTION From the Priority Alert page Click Edit or any item on the row for the alert Click Delete The entry is deleted and the Priority Alert option displays 7 19 SELECTIVE ACCEPTANCE The Selective Call Acceptance feature allows you to receive only calls that meet your pre defined criteria The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule All criteria for an entry must be true for you to receive the call CHAPTER 7 Welcome Sales Group Administrator Logout Group gt _Users DCUserl Options Profile D Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Selective Call Acceptance Selective Call Acceptance allows you to receive only calls that meet your pre defined criteria The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns a specified time schedule and a specified holiday schedule All criteria for an entry must be true for you to receive the call Active Description Accept Calls from Edit No Entries Present ox te att cant Group gt Profile gt Users gt Incoming Calls gt Selective Acceptance INCOMING CALL OPTIONS 5
118. Operator Assisted Calls made with the chargeable assistance of an operator Chargeable Directory Calls made to Directory Assistance such as 1234 or 1124 Assistance Special Services Special Services ll Premium Services Premium Services II Calls to 700 numbers These calls may or may not be chargeable Customizable by the system provider Chargeable calls to 900 numbers Chargeable calls to 976 numbers Casual 1010XXX or 10XXX chargeable calls Example 10 10 321 followed by the number you are calling URL Dialing Chargeable calls made to an e mail address instead of a phone number Unknown Unknown call type CHAPTER 19 CALLING PLAN MENU 215 h o p e e wW 11 12 13 Note Department settings override group settings Note This page lists all departments in your group If your group is part of an enterprise this page also lists all departments created at the enterprise level by your enterprise administrator If you alter the settings for an enterprise level department your changes will only apply to users in that department that exist within your group On the Group Calling Plan menu page Click Outgoing Calling Plan Click the Originating tab to edit the settings on the rows for the group and Department To allow a call type select Y from the drop down list To block a call type select N from the drop down list To specify use of an authorisation code for a call type select A
119. P Block N OK Apply Cancel Group gt Services gt Hunt Group gt Calling Plans gt Incoming Calling Plans On the Group Services menu page Click Hunt Group Click Edit or any item on the row for the hunt group From the Options menu Click Calling Plans Click Incoming Calling Plan To configure the Incoming Calling Plan for a hunt group user see section Incoming Calling Plan Configure Outgoing Calling Plan 1 2 3 4 On the Group Services menu page Click Hunt Group Click Edit or any item on the row for the hunt group From the Options menu Click Calling Plans Click Outgoing Calling Plan To configure the Outgoing Calling Plan for a hunt group user see section Outgoing Calling Plan Configure Outgoing Digit Plan 1 2 3 4 5 On the Group Services menu page Click Hunt Group Click Edit or any item on the row for the hunt group From the Options menu Click Calling Plans Click Outgoing Digit Plan To configure the Outgoing Digit Plan for a hunt group user see section Outgoing Digit Plan Configure Outgoing Authorization Codes 1 2 3 On the Group Services menu page Click Hunt Group Click Edit or any item on the row for the hunt group From the Options menu Click Calling Plans CHAPTER 16 SERVICES MENU 163 4 Click Outgoing Authorization Codes 5 To configure the Outgoing Authorization Codes for a hunt group user see section Outgoing Authorization Codes Configure Tr
120. PTER 11 CLIENT APPLICATIONS OPTIONS 100 1 2 3 A 5 Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options E BroadWorks Receptionist Enterprise Profil _ BroadWorks Receptionist Enterprise is an advanced Attendant Console designed to meet the specific needs of an operator including advanced call control contact directories and Incoming Calls phone status Call Control Enter search criteria below D Client Applications Available Users Monitored Users Messaging Utilities Add All gt gt Remove All oo ay C cance Group gt User gt Client Applications gt Receptionist Enterprise On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Client Applications Click Broadworks Receptionist Enterprise miRECEPTION To specify which other users are to be monitored 1 2 3 Click Search to find a desired user enter search criteria in the fields provided On the Available Users column select the users to be monitored On a column you can select some or all of the items Item names are listed in alphabetical order To select several items in sequential order click the first name hold down the SHIFT key on the keyboard and click the last name To select several items but not in a particular order click the
121. Park Groups and manage existing Call Park Groups Defining call park groups allows users in these groups to park calls on that group You can also configure Call Park settings for your groups users When enabled the Group Call Park service provides a hunting mechanism so that when parking a call the service hunts for an available user as a place to park the call instead of only trying the parking user as Call Park currently does Once the call is parked against an available user the service updates the parking user s display with the extension where the call is parked As part of this activity a configurable recall timer is provided with the Call Park service and can be set to your requirement When calls are recalled they can be recalled to either the parking user or an alternate recall user The Alternate Recall user can only be a Hunt Group in the Enterpise The Hunt Group is selected from the Select Alternate Recall User link List Call Park Groups Use the Group Call Park page to list the current call pickup groups in your group From this page you can add modify or delete a call park group CHAPTER 16 SERVICES MENU 150 Welcome Sales Group Administrator Logout iat Call Park Profile Create a new call park group and manage existing call park groups Defining call park groups allows users in these groups to park calls on that group Can also configure Call Park Resources settings for your group s us
122. Park Recall Timer expires the parking user is recalled The Recall Timer option has a range from 30 to 600 seconds The default is 45 seconds Note The Recall Timer option applies to all calls regardless of whether they are parked by Call Park or Group Call Park The Call Park service has a single Recall Timer option Group Call Park groups do not have their own individual Recall Timer options To save your changes Click OK 16 4 CALL PICKUP Use this menu item on the Group Services menu page to List Call Pickup Groups Add a Call Pickup Group Modify or Delete a Call Pickup Group The Call Pickup service enables a user to answer any ringing line within their pickup group A pickup group is a set of users to which an assigned call pickup service applies To pick up a ringing call a user dials the call pickup feature access code The user is then connected to the caller If more than one line in the pickup group is ringing the call that has been ringing the longest is answered More than one Call Pickup group can be established within a business group Users can belong to only one pickup group CHAPTER 16 SERVICES MENU 152 List Call Pickup Groups Use the Group Call Pickup page to list the current call pickup groups in your group From this page you can add modify or delete a call pickup group i Welcome Sales Group Administrator Logout Options Profile Acct Auth Codes Call Center Calling
123. Passwo rd Bookmark this page Bs pyright 2000 2012 BroadSo Ine This software and its documentation are protect sae parca paler international trezti Sneshanzet reproduction or distribution of this software or any part thereof may r sais Senne thei criminal penalties iaie e the maximum extent possible under the law BrozdSoft snd BroodiWorks are registered trademarks of Broi SEa ne Gaithersburg MD The programs included herein are subject to 2 restricted use license and can only be used in conjunction with this application Login Page 1 Launch your Internet browser Enter the CommPilot URL http ews tipt telstra com and press Enter Enter your User ID Example sysadmin2 4 Togo to the Password text box press the TAB key on the keyboard or click your mouse in the Password text box Type your password Your password does not display as you type asterisks display for each character you type Example Click Login or press ENTER Note If this is your first time logging in or if your password has expired the Password Change page displays Type your current password Type your new password Your password does not display as you type asterisks display for each character you type Re type your password 10 To save your changed password and display the Home page for your role click OK Click Cancel to display the previous page CHAPTER 5 GETTING STARTED 21 Note Do not log in to the same machine as both an admi
124. Passwords Profis Passwords allovs you configure your passwords for the web portal and or portal Routing Policies C apy Cancel Calling Plans Messaging This user s password expired Set web access password Set portal password Reset Password Type new password Re type new password OK Apply Cancel Group gt Call Center menu gt Call Centers gt Passwords 18 7 STATUS amp STATISTICS Call Centre Statistics allows the Customer Group Administrator to view the statistics of the Call Centre s activity produce a Daily Report select a reporting Period and configure E mail addresses for reports to be sent Three tabs are available for configuring or viewing Statistics Report Settings Queue Status Queue amp Agent Statistics 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 From Profile menu select Status amp Statistics Group gt Cali Centers CC _D Welcome Sales Group Administrator Logout Call Center Status amp Statistics Call Center Status and Statistics allows you to view the status and statistics of this Call Center s activity and as required configure e mail statistics reporting VWV E Daily Report Statistics Source AS X Reporting Period 15 Minutes v E mail Address es OK Apply Cancel Group gt Call Center menu gt Call Centers gt Status and Statistics CONFIGURE STATIS
125. Persistent Deactivation Calling Line ID Delivery per Call Call Retrieve Call Return Call Return Number Deletion Call Waiting Interrogation Call Waiting Persistent Activation Call Waiting Persistent Deactivation Cancel Call Waiting Clear Voice Message Waiting Indicator Connected Line Identification Restriction Interrogation Customer Originated Trace Directed Call Pickup Directed Call Pickup with Barge in Direct Voice Mail Transfer Diversion Inhibitor Do Not Disturb Activation Do Not Disturb Deactivation Escalate Call to Supervisor Flash Call Hold Forced Forwarding Activation Forced Forwarding Deactivation Last Number Redial Location Control Activation Location Control Deactivation Make Outgoing Call as Call Center Make Personal Outgoing Call Music On Hold Per Call Deactivation Night Service Activation Manual Override Night Service Deactivation Manual Override No Answer Timer Per Call Account Code Push to Talk Selective Call Rejection Interrogation Speed Dial 100 Speed Dial 8 Sustained Authorization Code Activation calls unlocking Sustained Authorization Code Deactivation calls locking Voice Mail Retrieval Voice Portal Access 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User Fora selected user click Utilities View the available Feature Access Codes 2 3 4 5 Click Feature A
126. Plan Utilities Call Pickup Create a new call pickup group and manage existing call pickup groups Defining call pickup groups allows users in these groups to answer any ringing line in their group on their own phone OK Add Cancel Group Name aj Edit No Entries Present OK Add Cancel Group gt Services gt Call Pickup On the Group Services menu page Click Call Pickup 2 To display the previous page click OK or Cancel Add a Call Pickup Group Use the Group Call Pickup Add page to add a call pickup group to your group On this page only Users not already assigned to a call pickup group display in the Available Users column After Call Pickup has been set up the user must dial the feature access code assigned for this service 97 is the default Feature Access Code for this feature This code displays in the user s Home page Welcome Sales Group Administrator Logout Options Profile Resources Acct Auth Codes Call Center Calling Plan Utilities Call Pickup Add Create a new call pickup group Enter search criteria below serv Available Users Assigned Users Remove lt Remove All OK Cancel Group gt Services gt Call Pickup 1 On the Group Services menu page Click Call Pickup 2 3 4 5 Click Add Type the group name Add users to the group Click Search to find a desired user enter sear
127. REFERENCE MANUAL WELCOME TO TIPT CUSTOMER GROUP ADMINISTRATOR REFERENCE GUIDE This reference guide is for use with Release 19 NEED MORE SUPPORT Additional information such as CONVENTIONS USED IN THIS GUIDE The following typographical conventions are used in this guide for simplicity and readability Web addresses e mail addresses and hyperlinks are shown in bold italics for example www telstra com tiptresources Button names and titles features on your computer screen are shown in italics Telstra IP Telephony Customer Group Administrator Reference Guide August 2014 Telstra Corporation Limited ABN 33 051 775 556 2013 All rights reserved This work is copyright Apart from any use as permitted under the Copyright Act 1968 information contained within this manual cannot be used for any other purpose other than the purpose for which it was released No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise without the written permission of Telstra Corporation Limited Words mentioned in this book that are known to be trademarks whether registered or unregistered have been capitalised or use initial capitals Terms identified as trademarks include Cisco Microsoft Microsoft Windows Apple AirPort Mac Linksys WHAT S INSIDE Need More Support Conventions Used in this
128. RETRIEVAL 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Calling Name Retrieval Click On to activate the feature eS S To save your changes click Apply or OK 7 5 CALLING NUMBER DELIVERY Calling Name Delivery allows the Calling Line number for callers from inside your group or enterprise Internal and or callers from outside your group or enterprise External to be displayed On assignment the Connected Line Identification Presentation service acts as an overlay service for Calling Number Delivery The connected line identification Presentation allows you to see the connected line identity of the called party The setting for Callling Number Delivery also controls the connected Line identification Presentation service CHAPTER 7 INCOMING CALL OPTIONS 42 Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options o Calling Number Delivery Profile Calling Number Delivery allows the Calling Line number for callers from inside your group or enterprise Internal and or callers from outside your group or enterprise External to i be displayed On assignment the Connected Line Identification Presentation service acts as a overlay service for Calling Number Delivery The Connected Line Identification D Incoming Calls Presentation allows you to see the connected line identity of the
129. Reorder Line Ports on this Device displays only when more than one line port on the device has been assigned to users 15 2 3 TO DELETE A DEVICE FROM A USER On the Group Resources menu page Click Identity Device Profiles Click Search Click Edit for the device you want to delete Click Delete button to delete a device WARNING Prior to deleting a device ensure the user has been unlinked from the device phone and has been assigned another phone This action cannot be undone Once the Delete button has been clicked the identity device is permanently deleted The device will then need to be re created CHAPTER 15 RESOURCES MENU 131 SSA ep A fee Identity Device Profile Modify CEJ Ge em moat poi a Ca HH Dri ae ee rE ieee fae Pre Tepe Peis Cpe iD iha oe ne Mirah cmm Carum Libh Soper ii Fe De mip eg ete bg Ser miaii Fa fim ba eee be ceed Fa piorar Ber peer hergeee be isiu oP P Esher fete ord Congres Pate 7 lee E i a5 i fees Cele T j Coca Group gt Resources gt Identity Device Profiles Note Telstra is responsible for loading the configuration files 15 3 DOMAINS Use this item on the Group Resources menu page to List Domains and assign users to Domains 15 3 1 LIST DOMAINS Use the Group Domains page to list the domains assigned to your group From this page you can modify the profile of a user assigned to a domain Welcome Sales Group Administrator Logout
130. S 57 7 21 1 TO ADD ADDITIONAL NUMBERS Profile BP Incoming Calls Outgoing Calls Call Control Calling Plans Messaging Utilities 1 Click Add oe Options Client Applications Enter a Description Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Sequential Ring Add Allows you to add a sequential ring entry Specify the time schedule and or holiday schedule you would like calls sequentially rung Also you can have the call sequentially rung when only the specified numbers call or all numbers call If you need more than 12 numbers or more distinct time or holiday periods you can create multiple sequential ring entries ok Cane Use sequential ring O Do not use sequential ring Selected Time Schedule Every Day All Day v Selected Holiday Schedule None V Calls from Any phone number Following phone numbers _ Any private number _ Any unavailable number Specific phone numbers OK Cancel Group gt Profile gt Users gt Incoming Calls gt Sequential Ring Select either Use sequential ring or Do not use sequential ring Select a Time or Holiday Schedule if required In the Calls from field select from Any phone number or Following phone numbers select Any private number and or Any available number m Enter the relevant numbe
131. Service feature which transfers incoming calls received outside of business hours to an alternate number Night Service Deactivation Manual Override allows a user to dial the assigned code to deactivate the Night Service feature CHAPTER 20 UTILITIES MENU 231 No Answer Timer allows users to change the number of rings a caller hears before no answering handling services apply Per Call Account Code allows users to provide an account code before attempting a call or during a call flash and provide an account code to be applied to all ongoing currently held calls Push to Talk allows users to activate the Push to Talk intercom service The next call will be automatically answered by its recipient subject to the recipient s Push to Talk access list Speed Dial 100 allows users to dial the assigned code and then dial the assigned 2 digit 00 99 speed dial number of the party they want to call Speed Dial 8 allows users to dial the assigned code then the 1 digit 2 9 speed dial number of the party they want to call Sustained Authorization Code Activation call unlocking allows users who are required to provide authorization codes for outgoing calls to unlock this requirement Having unlocked code activation the user is no longer prompted for an authorization code and their calls proceed without interruption Sustained Authorization Code Deactivation call locking allows users who have unlocked their code activation
132. TICS REPORTING SETTINGS 1 To enable or disable statistics reporting check or uncheck the Daily Report box Specify the Statistics Source default setting is AS Select the Reporting Period for the collection of statistics i e 15 30 60 minutes Type one or two E mail Addresses to receive the daily statistics report Click Apply to save changes SS eS amp Click the Queue Status tab to view the number of calls in the queue and Agents currently logged in Group gt _Call Centers Di Welcome Sales Group Administrator ogout Options Call Center Status amp Statistics Profile Call Center Status and Statistics alloys you to view the status and statistics of this Call Center s activity and as required configure e mail statistics reporting Routing Policies lt OK ee J Statistics Report Settings E Queue amp Agent Statistics Number of calls in queue now o Agents currently staffed am Mn Click the Queue amp Agent Statistics tab to view the Status and Statistics of the call centre s activity CHAPTER 18 CALL CENTRE MENU 190 8 Select the check box to Display current time statistics if you require the statistics for the current time to display then enter the Start date 9 Click Apply to view the following information i Centers Call Center Status amp Statistics Profile Call Center Status and Statistics allows you to view the status and statistics of this Call Center s activity and as required
133. U 161 6 ae Group gt Hunt Groups 12345 Welcome Sales Group Administrator Logout Options GroupService WeightedCallDistribution b Profil arose Configure assigned users weighted call distribution allocation With weighted call distribution any incoming calls to the Hunt Group are dispatched to the agents randomly according to specified percentage weight of each agent ox Cassie eames Caro Jane DCUser3 Sales Leigh DCUser2 Summers Anne DCUser1 Group gt Services gt Hunt Group gt Weighted Call Distribution Calling Plans Assign a percentage value for each user in your hunt group using the input boxes provided The values must add up to exactly 100 To save your changes Click Apply or OK Assign or Unassign Services Use the Hunt Group Assign Services page to assign or unassign the services that can be used by a hunt group user 2 Group gt _Hunt Groups 12345 Welcome Sales Group Administrator Logout Options p P Assign Services D Profile Assign Services allows you to assign or unassign services for a user If a service is unassigned the service data that has been filled out will be lost Calling Plans o o cones Available Services User Services Alternate Numbers Anonymous Call Rejection Basic Call Logs Call Forwarding Always Remove lt lt Call Forwarding Busy Lb Call Forwarding Selective Calling Line ID Delivery Bloc
134. UP BASIC SERVICES This exercise reviews the steps necessary to set up basic services 23 1 2 LOG IN 1 Inthe User ID field enter your user ID 2 Inthe Password field enter your password 3 Click Bookmark this page and type the name in the Add Favorite dialog box to access this page from your IE menu 4 Click the Login button or press the Enter key The CommPilot Personal home page and the CommPilot Call Manager page display as two separate windows 23 1 3 UPDATE PERSONAL PROFILE The profile contains personal information such as the user s name User ID phone number extension and e mail address 1 From the Options list click Profile and then click Profile on the Profile menu page M Update the profile as desired by typing the First Name and Last Name in the corresponding text boxes and selecting the appropriate language and time zone 3 Modify the additional information as required 4 Click OK or Apply 23 1 4 CHANGE PASSWORD You can change the user s log in password or voice portal password CHAPTER 23 USER SCENARIOS AND EXERCISES 249 Click Passwords on the Profile menu page To change the password that allows the user to login to TIPT click Set web access password clicking Set voice portal password changes the code that allows the user to change voice messaging options Type the current password Type the new password You are required to confirm the new password by typing it a second time Click
135. VR application that can be called by users of your group from any phone to manage their services and voice mailbox or to change their passcode Use this option to turn the Voice Portal service on or off specify the phone number that users and administrators call to change options and set or reset a password for phone access to the voice portal Information about the Voice Portal including step by step instructions for logging in to the Voice Portal are included in the CommPilot User Voice Portal QRG CHAPTER 3 CUSTOMER NETWORK AND DEVICES 16 2 9 2 COMMPILOT WEB PORTAL The CommPilot Personal Web Portal is a feature that provides users with the option of logging on and configuring their personal settings 2 9 3 COMMPILOT EXPRESS CommPilot Express is a service that consolidates TIPT call termination services into four profile based call management templates Each profile includes preferences for managing the relevant incoming call functions for example Call Forwarding busy no answer always selective Voice Messaging Simultaneous Ringing Call Notify all of which can be configured through Telstra Telephony Toolbar or the CommPilot web page 2 10 TELSTRA TELEPHONY TOOLBAR The Telstra Telephony Toolbar is a desktop communications product for users of Microsoft Outlook and Internet Explorer It allows users to make receive release and manipulate calls Users can also set their profiles for call management up via the Telstra Telep
136. WHILE ON ACALL PRESS MENU 2 2 3 21 3 TOOLBAR FAQ S To log onto another users phone using the Toolbar to change their features Click on the Logon Logoff button on your toolbar this will log you off your toolbar 2 Click on the Options button Click on the Accounts tab Enter the other user s Username and Password Click OK Click on the Loqon Logoff button to logon as the other user Repeat the above steps to log back onto your Toolbar A user cant logon into Toolbar Check UserID e g 0299997000 domain name 2 Reset UserID Web Password e g password1 23 CHAPTER 21 FREQUENTLY ASKED QUESTIONS 242 CHAPTER 22 KNOWN ISSUES COMMON PROBLEMS The Username and passwords for Toolbar and CommPilot are case sensitive Username fnn domain name Password password 1 Default Voice Portal PIN as specified from Provisioning Passwords can be reset for a user by logging onto CommPilot and drilling down to the user and selecting Profile Password Enter a new password and advise the user Q E D N T D i E N l a N N N Y la N A _ rn N N T A 5 D N A TT N N M C ET Q C D N N N N NI P h TN j LJ WV N GJ Lr V NLA PAIN CA AN ee Le UAA N J AAI IV INA A AINLY D LCL VU S A NIV NLA UVA j Check device is registered black phone icon on LCD screen If the device is not registered the call will go to Voice Mail 2 If user has Executive Pack check User s
137. able Interrogation allows users to dial the Feature Access Code to find out what their Call Forward Not Reachable setting is currently set at Call Forwarding Selective Activation allows users to dial the Feature Access Code to activate Call Forwarding Selective Call Forwarding Selective Deactivation allows users to dial the Feature Access Code to deactivate Call Forwarding Selective Calling Line ID Delivery Blocking Interrogation allows users to dial the Feature Access Code to find out what their Calling Line ID Delivery Blocking setting is currently set at Calling Line ID Delivery Blocking per Call allows users to block the display of their Calling Line ID Before placing a call a user dials the assigned code and then places the call as usual Note that this service is only active for one phone call Calling Line ID Delivery Blocking Persistent Activation allows users to activate the Calling Line ID blocking service to prevent display of their calling line ID Calling Line ID Delivery Blocking Persistent Deactivation allows users to deactivate the Calling Line ID blocking service preventing display of their calling line ID Calling Line ID Delivery per Call allows users to display their calling line ID on a per call basis Before placing a call a user dials the assigned code and then places the call as usual Note that this service is only active for one phone call Call Park allows users to park or hold a call on another exten
138. action all assignments will take place then the unassignments This will allow the configuration data to be maintained when changing from individual services to services packs and vice versa If there is a failure in any assignment the remaining assignments will occur but the unassignments will not to prevent loss of configuration data ox ae cane BroadWorks Supervisor 3 View Users Busy Lamp Field o Assign to All Users Service Pack Unassign from All Users Number Assigned Li TIPT Call Centre Agent Pack V6 go o O TIPT Call Centre Standard V8 O 0 CJ TIPT Call Centre Supervisor Pack V7 O o O TIPT Executive Pack V8 O 3 View Users O TIPT Standard Pack V8 O o Assign to All Users User Services Unassign from All Users Number Assigned O Advice Of Charge O o O Alternate Numbers O it O Anonymous Call Rejection O it O Attendant Console O 3 View Users O Authentication O it O Automatic Callback O o O Automatic Hold Retrieve O o O Barge in Exempt O 0 O Basic Call Logs O o O BroadWorks Agent O 3 View Users O BroadWorks Anywhere O o O BroadWorks Assistant Enterprise O o O BroadWorks Receptionist Enterprise O 3 View Users O BroadWorks Receptionist Office O o O BroadWorks Receptionist Small Business O o E O L E O O Call Center Basic 1 View Users Group gt Resources gt Existing User Services 1 On the Group Resources menu page Click Existing User Services 2 To view or Edit users cu
139. ad Name Browse ok Apply Cancel Group gt Services gt Hunt Group gt Voice Portal 1 On the Group Services menu page Click Hunt Group 2 Click Edit or any item on the row for the hunt group 3 Click Voice Portal 4 To find the audio file on your computer click Browse and open the file The path to the file displays in the Load Name text box 5 To save your changes Click Apply or OK Configure Weighted Call Distribution Use the Hunt Group Weighted Call Distribution page to configure the call distribution policy within your hunt group You can assign a percentage value to each user in the hunt group When a new call comes in the system is more or less likely to assign that call to a given user according to the values you set on this page Users already occupied with a call are not included in the random determination Note The Weighted Call Distribution policy must have been chosen when configuring the Hunt Group for this feature to appear Note The percentage values represent the statistical likelinood of each user receiving the next incoming call They are not exact guarantees or quotas 1 On the Group Services menu page 2 Click Hunt Group 3 Click Edit or any item on the row for the call center 4 Click Weighted Call Distribution This link will only appear if you have enabled the Weighted Call Distribution policy on the profile page for this hunt group CHAPTER 16 SERVICES MEN
140. all Hold feature access code You can then make another call while the first call is held Subsequent flashes followed by the Flash Call Hold feature access code cause the active and held calls to toggle That is the active call becomes held and the held call active Profile Incoming Calls Outgoing Calls Call Control lling Pl i i Calling Plans This service has no configuration Client Applications mesa Utilities Group gt User gt Call Contol gt Flash Call Hold 9 8 CALL TRANSFER The Call Transfer feature enables you to transfer a call to another phone either using your phone CommPilot Call Manager or Telstra Telephony Toolbar This feature is used with miRECEPTION feature When Call Transfer is configured you can ensure that the calling party is handled by a live person either the intended destination or the receptionist Call Transfer Recall also prevents diversion by the transfer destination to avoid sending the calling party to voice mail and to ensure that Call Transfer Recall is activated if the transfer destination is unavailable Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Call Transfer Profile Call Transfer allows you to transfer a call to another phone using your phone or the CommPilot Call Manager Incoming Calls OK Apply Cancel Outgoing Calls D Call Control Call Transfer Recall _ ion off Recreceed
141. all Park notification Allows a noitification to be displayed on the shared call appearance when a call has been parked 5 Bridge warning tone Allows you to configure a warning tone to alert all the users on a call that the call has been bridged Options available are None Barge in only Barge in and repeat every 30 seconds 6 Device Policies Device Policies is a Feature Synchronisation Enhancement offering options for single user mode and multi user mode Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Shared Call Appearance Shared Call Appearance allows administrators to allocate additional devices or lines to you These devices or lines also ring just like your primary phone Define the line policy on Device Policies page Profile Incoming Calls Add Cancel Outgoing Calls OK Apply BP Call Control Calling Plans Alert all appearances for Click to Dial calls Alert all appearances for Group Paging calls Client Applications Allow Call Retrieve from another location Messaging Multiple Call Arrangement On of Utilities Allow bridging between locations Enable Call Park notification Bridge Warning tone None _ Barge in only Barge in and repeat every 30 seconds fi olicies Device Policies Configure device
142. allers from outside your group or enterprise External to be displayed On assignment the Connected Line Identification Presentation service acts as an overlay service for Calling Name Delivery The connected line identification Presentation allows you to see the connected line identity of the called party The setting for Callling name Delivery also controls the connected Line identification Presentation service Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Calling Name Delivery Profile Calling Name Delivery allows the Calling Line name for callers from inside your group or enterprise Internal and or callers from outside your group or enterprise External to be displayed On assignment the Connected Line Identification Presentation service acts as a overlay service for Calling Name Delivery The Connected Line Identification Presentation allows you to see the connected line identity of the called party The setting for Calling Name Delivery also controls the Connected Line Identification Presentation service OK Apply Cancel Calling Plaas fe pprpenaney BP Incoming Calls Outgoing Calls Call Control i pp i i je A N Client Applications Enable Internal Calling Name Delivery on O of Messaging Utilities Co Ave cancel Group gt Profile gt Users gt Incoming Calls gt Calling Name Delivery 7 3 1 TO ACTIVATE CALLING NAME DELIVERY 1 On the Group
143. alls when they have an available call appearance regardless of the activity at the other locations The benefit of this feature is to allow more flexibility in handling the call line shared between manager and assistant Assistant can now make a call as well as take call using the same number while manager is on a call Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Shared Call Appearance Shared Call Appearance allows administrators to allocate additional devices or lines to you These devices or lines also ring just like your primary phone Define the line policy on Device Policies page Profile Incoming Calls Outgoing Calls OK Apply Add Cancel BP Call Control Calling Plans _ Alert all appearances for Click to Dial calls Alert all appearances for Group Paging calls Client Applications Allow Call Retrieve from another location Messaging Multiple Call Arrangement on off Utilities bf Allow bridging between locations Enable Call Park notification Bridge Warning tone None Barge in only O Barge in and repeat every 30 seconds Device Policies Configure device policies Delete Identity Device Profile Type aj Identity Device Profile Name Line Port Edit Polycom IP 601 MAC Polycom_IP_601_MAC_Profile Sy 123456879 model ip Edit Page 1 of 1 Identity Device Profile T
144. already assigned will remain when the new Service Pack is assigned You will need to have a spare Service Pack in order to swap packs around The miRECEPTION pack can be swapped between users CHAPTER 6 PROFILE MENU 32 Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Assign Services BD Profil rome Assign Services allows you to assign or unassign services and service packs for a user If a service or service pack is unassigned the service data that has been filled out will be lost Incoming Calls ok Apply Cancel Outgoing Calls Call Control Available Service Packs User Service Packs TIPT Call Centre Standard V8 TIPT Call Centre Supervisor Pack V7 Add gt TIPT Executive Pack V8 TIPT Standard Pack V8 Calling Plans 3 Remove lt Messaging Utilities Add All gt gt Remove All Available Services User Services Advice Of Charge Fax Messaging Alternate Numbers A Add gt Anonymous Call Rejection Attendant Console Remove lt Authentication Automatic Callback Automatic Hold Retrieve Barge in Exempt Add All gt gt Basic Call Logs BroadWorks Agent Vv Remove All BroadWorks Anywhere ok Apply Cancel Group gt Profile gt Users gt Assign Services 1 On the Group Profile menu page Click Users 2 Click Search to di
145. an Auto Attendant Greeting from your phone Exchange Integration Call Park List Call Park Groups Add Call Park Groups Call Pickup List Call Pickup Groups CHAPTER 1 WHAT IS IP TELEPHONY 130 131 131 132 132 133 133 134 134 135 135 135 137 137 138 138 138 138 140 141 141 142 143 146 147 147 149 149 149 150 150 151 152 153 16 5 16 6 16 7 16 8 16 9 16 10 Add a Call Pickup Group Modify or Delete a Call Pickup Group CommPilot Call Manager Configure Enterprise Directory Display Hunt Group List and Activate or Deactivate Hunt Groups Add a Hunt Group Assign a Phone Number to a Hunt Group Access the Profile Menu for a Hunt Group Add or Modify a Voice Portal Password Configure a Personalised Name Configure Weighted Call Distribution Assign or Unassign Services Configure Incoming Calling Plan Configure Outgoing Calling Plan Configure Outgoing Digit Plan Configure Outgoing Authorization Codes Configure Transfer Numbers Modify or Delete Hunt Group Profile To delete the Hunt Group LDAP Integration Music Video On Hold Voice Messaging Voice Portal broadworks Anywhere Custom Ringback Group Instant Group Call preferred carrier group series Completion Third Party Voice Mail Support Trunk Group CHAPTER 17 ACCT AUTH CODES MENU 17 1 Administration 17 1 1 Codes Management 17 1 2 Add Authorization Codes CHAPTER 18 CALL CENTRE MENU 18 1 18 2 18 3 18 4 18
146. ance This page is a list page Depending on the number of pages of data in a list list pages allow you to search several different ways You can click the heading of a column to change the sort order of items in the column use the input boxes below the data to specify search criteria or click the page links for example Next or Previous 6 Click Add Click the Identity Device Profile Name you want to add your number to e g d O3xxxXXxXxx 8 Enter the Line Port of next available shared line e g p03xxxxxxxx_01 p03xxxxxxxx_02 p03xxxxxxxx_03 etc Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Shared Call Appearance Add Profile Allows administrators to allocate additional devices or lines to you Incoming Calls OK Cancel Outgoing Calls IP Call Control Identity Device Profile Name faae ifs ol be ELD v Calling Plans Line Port al model ipvs net V Client Applications V Enable this location Messaging b Allow Origination from this location Utilities J Allow Termination to this location OK Cancel Group gt User gt Call Contol gt Shared Call Appearance 9 Select to Enable this location Allow Origination from this location and Allow Termination to this location 10 To save your changes click OK The following steps allow you to rebuild the device configuration and optionally reset a User s regist
147. and then click OK 5 To modify information for the auto attendant type or select information as described in the following table An asterisk indicates required data INPUT DESCRIPTION Auto Attendant ID Name Calling Line ID Last Name Calling Line ID First Name Department Language Time Zone Business Hours Holiday Schedule Scope of extension dialing Scope of name dialing Name Dialing Entries Type an ID in the input box for the auto attendant Click the drop down arrow to choose a domain for the auto attendant Type a name for the auto attendant Type the last name to be displayed on lines with Caller ID Type the first name to be displayed on lines with Caller ID Click the drop down arrow to choose a department for the auto attendant The language in which service specific messages are played during calls to the auto attendant Default is English U S English unless configured otherwise Click the drop down arrow to choose a time zone for the auto attendant The time schedule that defines the business hours for the auto attendant During non business hours callers hear the after hours greeting and dialing menu EveryDayAllDay means that no schedule for business hours is in effect The holiday schedule for the auto attendant On a scheduled holiday callers hear the after hours greeting and dialing menu Determines whether extension dialing applies across the department group or
148. ansfer Numbers h On the Group Services menu page Click Hunt Group 2 Click Edit or any item on the row for the hunt group 3 From the Options menu Click Calling Plans 4 Click Transfer Numbers 5 To configure the Transfer Numbers for a hunt group user see section Transfer Numbers Modify or Delete Hunt Group Profile The Hunt Group Hunt Group Profile page is used to delete a hunt group or to modify the profile information for a hunt group Department None X Language English sd Time Zone GMT 11 00 Austalia Victona Group No Answer Settings Not Reachable Settings Enable Call f Calling Line 10 Settings Use the system default Enter search criteria below User ID X Starts With r Seach Add gt Group gt Services gt Hunt Group gt Profile gt Profile 1 On the Group Services menu page Click Hunt Group 2 Click Edit or any item on the row for the hunt group 3 Click Profile in the Options menu then click Profile 4 To change the hunt group ID click Change User ID The Group Change User ID page displays Enter the new hunt group ID select the domain from the drop down list and then click OK 5 To modify the profile information type or select information for the hunt group An asterisk indicates a require field For a description of each option refer to section Add a Hunt Group 6 Allow Call waiting on agents Use this feature if you require the agents to
149. ant Enterprise This service is currently not configured Click OK to display the previous page CHAPTER 11 CLIENT APPLICATIONS OPTIONS 102 CHAPTER 12 MESSAGING OPTIONS The User Messaging menu contains these items Based on the services features a user has assigned to them will determine the features that are available in this menu Options Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications BD Messaging Utilities BASIC MENU This menu displays Aliases Distribution Lists Greetings Voice Management Voice Portal ADVANCED MENU This menu displays Voice Portal Calling 12 1 ALIASES Messaging Aliases allows you to enter numbers which when called from make your voice messaging box act as if you called from your office phone Options Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications BP Messaging Utilities Group gt Users DCUser1 Welcome Sales Group Administrator Logout Messaging Basic Advanced Aliases Voice Portal Calling On Directly access your voice messages from other pre defined numbers Originate calls from the Voice Portal Distribution Lists Create multiple distribution lists to use with voice messaging Greetings Load or modify your voice messaging greetings Voice Management Off Record messages for calls that are not answered within a specified number of
150. arch to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Client Applications Click OutlookIntegration To Enable Outlook Integration Click On default setting Se se SS Click Retrieve Contacts from Default Contact Folder Only or Retrieve All Contacts to filter the contacts based on your default folder 8 To save your changes click Apply or OK 11 5 BROADWORKS AGENT This feature is only visible if a user has the TIPT Call Centre Agent pack assigned to them BroadWorks Agent is a client that enables users to perform typical call center agent activities call control basic reporting and service configuration ae Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options BroadWorks Agent Profile BroadWorks Agent is a client that enables users to perform typical call center agent activities call control basic reporting and service configuration Incoming Calls Outgoing Calls Call Control This service has no configuration Calling Plans DB Client Applications Messaging Utilities Group gt User gt Client Applications gt BroadWorks Agent 1 On the Group Profile menu page Click Users CHAPTER 11 CLIENT APPLICATIONS OPTIONS 99 Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Client Applications Click Broadworks Agen
151. ategory are enabled Bounced Calls Configure the call center routing policy for cals unanswered by agents Messaging Overfiow Configure the call center routing policy when a large number of cals hawe been received or calls have been waiting longer than a configured threshold Stranded Calis Configure the call center routing policy for calls stranded in queue when all the sgents are signed out Stranded Calis Unavailable Configure the call center routing policy for calis stranded in queue when all the agents are unavailable Group gt Call Center menu gt Call Centers gt Routing Policies 18 16 1 BOUNCED CALLS Group gt Call Centers Welcome Sales Group Administrator Bounced Calls Configure the call center routing policy for calls unanswered by agents C ok Apy Canmi J Bounce Calls after 5 Rings Bounce calls if sgent becomes unavailable while routing the call Alert agent if call is on hold for longer than 30 seconds Bounce calls after being on hold by agent for longer than 60 seconds OK ji Apply J Cancel Group gt Call Center menu gt Call Centers gt Routing Policies gt Bounced Calls 1 On the Group Call Center menu page Click Call Centers Select the required call centre to Edit Select Routing Policies from the Options menu p 2 Select Bounced Calls CHAPTER 18 CALL CENTRE MENU 202 So a e 9 Enter the number of rings to Bounce Calls after Select Bounce calls if agent be
152. ber from being displayed when calling other numbers Speed Dial 8 Dial a pre defined number by dialing only one digit Speed Dial 100 Dial a pre defined number by dialing a Speed Dial 100 prefix and two digits Group gt User gt Outgoing Calls 8 1 AUTOMATIC CALL BACK This feature enables you to monitor a busy party engaged party in your group and automatically establish a call when the party become available not engaged on a call A distinctive ring is used to notify you when the user is available Note This feature is based on the user receiving an engaged signal If the called party has Call Forward Busy to Voicemail or another number turned on this feature will be inactive CHAPTER 8 OUTGOING CALLS OPTIONS 61 Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Automatic Callback Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Allows you to request notification when a busy line within your group becomes available A distinctive ring will be used to notify you when the user is available Group gt User gt Outgoing Calls gt Automatic Callback 1 On the Group Profile menu page Click Users ees o e Click the On option Click Search to display a list of users in your group Click Edit or any item on the row for the user On the Users menu page Click Outgoing Calls Select Automatic Cal
153. bers to be dialed from the Telstra Telephony Toolbar You can also import a phone list of multiple numbesr by loading them from a CSV file 500 Personal Contacts can be created in CommPilot however currently a maximum of 50 can be displayed in the web based client applications Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options E Personal Phone List Personal Phone List allows you to store frequently called numbers to be dialed from your CommPilot Call Manager You can also import multiple numbers for this list quickly by loading them from a CSV file OK Apply Add Cancel Profile Incoming Calls D Outgoing Calls Call Control Calling Plans Name py Client lications TA es eae Messaging No Entries Present Utilities OK Apply Add Cancel Group gt User gt Outgoing Calls gt Personal Phone List 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group CHAPTER 8 OUTGOING CALLS OPTIONS 65 oe a Click Edit or any item on the row for the On the Users menu page Click Outgoing Calls Select Personal Phone List To add Personal Phone List numbers Click Add Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Profile Incoming Calls D Outgoing Calls Call Control Calling Plans Client Applications Messaging litilitie lt Personal Pho
154. call is blocked Messaging Utilities OK Apply Cancel Group gt Profile gt Users gt Incoming Calls gt Do Not Disturb 7 12 1 TO ACTIVATE DO NOT DISTURB 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the Click Incoming Calls Click Do Not Disturb Click On to activate the feature 1 P P e N Click Play Ring Reminder when a call is blocked if you require a short ring to be heard This reminds you that you have the service turned on 8 To save your changes click Apply or OK 7 13 EXTERNAL CALLING LINE ID DELIVERY The External Calling Line ID Delivery feature allows the Calling Line name and number for callers from outside your group to be displayed Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options External Calling Line ID Delivery External Calling Line ID Delivery allows the Calling Line name and number for callers from outside your group or enterprise to be displayed On assignment the Connected Line k Identification Presentation service acts as overlay service for the External Calling Line ID Delivery The Connected Line Identification Presentation allows you to see the connected D Incoming Calls line identity of the called party The on off setting for External Calling Line ID Delivery also controls the Connected Line Identification Presentation service caas
155. called party The setting for Calling Number Delivery also controls the Connected Line Identification Presentation service Outgoing Calls Call Control Calling Plans peceeceey A Enable External Calling Number Delivery ion O off Enable Internal Calling Number Delivery on O off Messaging Utilities OK Apply Cancel Group gt Profile gt Users gt Incoming Calls gt Calling Number Delivery 7 5 1 TO ACTIVATE CALLING NUMBER DELIVERY 1 Ske eS On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Calling Number Delivery Click On to activate Off to deactivate the feature for Enable External Calling Number Delivery The default setting for this feature is On Click On to activate Off to deactivate the feature for Enable Internal Calling Number Delivery The default setting for this feature is On To save your changes click Apply or OK 7 6 CALL FORWARDING ALWAYS The Call Forwarding Always feature automatically forwards all your incoming calls to a different phone number which the user specifies Group gt Users DCUser1 Welcome Sales Group Administrator Logout feo Call Forwarding Always Call Forwarding Always allows you to forward all your incoming calls to a different phone number or SIP URI such as your home office or cell phone You can
156. caller was busy This is a default setting Transfer to phone number URI Play ringing until caller hangs up Select Enable overflow after calls wait xx seconds to specify how long calls wait before being overflowed Select Play announcement before overflow processing if you require an announcement to be played to the caller before overflowing the call CHAPTER 18 CALL CENTRE MENU 203 From the Audio section select either Default default setting or 8 Select Custom to specify your own audio file 9 Click the Browse button 10 Type the path and filename of the wav file OR Navigate to where your recording wav file is saved 11 Select the file 12 To save your changes Click Apply or OK 18 16 83 STRANDED CALLS 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Select Routing Policies from the Options menu 4 Select Stranded Calls 5 From the Action menu select either Leave in queue Perform busy treatment Transfer to phone number SIP URI 6 To save your changes Click Apply or OK Call Centers Welcome Sales Group Administrator Logout Stranded Calls Configure the call center routing policy for calls stranded in queue when all the agents are signed out r Cc Group gt Call Center menu gt Call Centers gt Routing Policies gt Stranded Calls 18 16 4 STRANDED CALLS UNAVAILABLE 1 On the Group Call Center menu page Click Call Centers
157. calls of this type are allowed On this page Calls From Within Group Calls From Outside Group and Collect Calls are call types provided by Telstra other call types are customized for the group CHAPTER 19 CALLING PLAN MENU 213 Note Department settings override group settings Note This page lists all departments in your group If your group is part of an enterprise this page also lists all departments created at the enterprise level by your enterprise administrator If you alter the settings for an enterprise level department your changes will only apply to users in that department that exist within your group Welcome Sales Group Administrator Incoming Calling Plan Customize the Incoming Calling Plan for the group and or departments CE Cie Crea Acct Auth Codes Acct Auth Codes Department Calls From Within Enterprise Calls From Outside Enterprise Collect Calls DSOne Call Center Group Default v Yr J J gt Calling Plan Check box to permit call type Users can be configured with their own custom settings in user level Calling Plan r Legend Allo Utilities ra Partial Allow only if transferred by a group user P lock OK Apply Cancel Group gt Calling Plan gt Incoming Calling Plan 1 On the Group Calling Plan menu page Click Incoming Calling Plan No Edit the settings on the rows for the group and departments e To enable a setting check the box for the call type for exampl
158. can t logon into Toolbar CHAPTER 22 KNOWN ISSUES COMMON PROBLEMS 22 1 RVA Messages 22 2 CGAFAQ s 22 3 Adding Users to Monitor in miIRECEPTION 22 4 Adding Users to Monitor in Attendant Console 22 5 Call Centre FAQ s CHAPTER 23 USER SCENARIOS AND EXERCISES 23 1 Scenario Set Up Basic Services Example of a Basic Services Setup 23 1 1 Exercise Set Up Basic Services CHAPTER 1 WHAT IS IP TELEPHONY 203 204 204 205 205 206 207 208 208 210 211 213 213 214 217 218 241 241 241 241 241 242 242 243 245 245 246 246 247 249 249 249 249 23 1 2 LogIn 23 1 3 Update Personal Profile 23 1 4 Change Password 23 1 5 Call Forwarding Always 23 1 6 Personal Phone List 23 1 7 Phone List Personal Import 23 1 8 Voice Management 23 1 9 Voice Messaging Greetings 23 2 Scenario Configure Enhanced Services 23 2 1 Anonymous Call Rejection Selective Call Acceptance Selective Call Rejection 23 2 2 Call Forwarding Selective 23 2 3 Simultaneous Ring Personal 23 3 Acronyms and Abbreviations 249 249 249 250 250 250 250 251 251 251 251 252 253 253 WHAT IS IP TELEPHONY Traditionally voice and fax data have been carried over the public switched telephone network PSTN This is now being done more and more using Internet Protocol IP data connections commonly known as voice over IP VOIP Some of you may have done this at home by speaking with a friend usin
159. cation Barring Auth Codes Call Center View or modify your group profile information Configure group level Communication Barring Authorization codes Calling Plan Change Password Dial Plan Policy Change your password Configure group level Dial Plan Policy Administrators Dialable Caller ID Add modify or remove group administrators and department administrators Automatically prepend digits to the incoming caller ID of public calls so the caller ID is presented in dialable format Departments Add modify or remove departments in your group Schedules Add modify or remove schedules Group gt Profile menu CHAPTER 14 PROFILE 117 14 1 PROFILE Use the Group Profile page to modify or delete a profile for a selected group for example the contact for the group Welcome Sales Group Administrator Logout Options Profile D Profile s i 7 3 a NOE n View or modify your group profile information Some information can be modified only by your administrator Resources Services Acct Auth Codes Enterprise DaveC Call Center Group DOGrp1 Default Domain CAAA V Group Name Utilities Calling Line ID Group Name Calling Line ID Group Number None Location Dialing Code Contact Name OE a J Contact E mail OE User Limits Maximum number of users 25 Current number of users 3 Additional Information Address City State Province Calling Plan Zip Postal Cod
160. ccess Codes 6 7 Click OK to display the previous page CHAPTER 13 UTILITIES OPTIONS 113 13 4 ENTERPRISE DIRECTORY Displays the enterprise directory listing ASummary of the enterprise directory can be generated which can be easily printed and a detailed phone list can be generated The Group Directory Summary and Group Directory Detail reports can use the following search criteria to narrow down the results returned Last Name First Name User ID Phone Number Location Dialing Code Extension Mobile E mail Address Yahoo ID Group ID if group is in an enterprise Arie _Group gt Users DCUser1 Welcome Sales Group Administrator Logout sch Enterprise Directory Brattle Displays the enterprise directory listing A summary of the enterprise directory can be generated which can be easily printed and a detailed phone list can be generated Incoming Calls Call Control Calling Plans Client Applications Enter search criteria below cans LastName RY Group gt User gt Utilities gt Enterprise Directory 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 Fora selected user click Utilities 5 Click Enterprise Directory TO DISPLAY OR PRINT ASUMMARY GROUP OR ENTERPRISE DIRECTORY Click Group Enterprise Directory Summary The Group Enterprise Directory Summary displays a group p
161. ch criteria in the fields provided CHAPTER 16 SERVICES MENU 153 On the Available Users column select the users to be assigned To assign the selected users click Add To move all users unselected at once click Add All Remove assigned users On the Assigned Users column select the users and click Remove To move all users unselected at once click Remove All Click OK to save Use the Group Call Pickup Modify page to modify or delete a call pickup group in your group On this page only users not already assigned to a call pickup group display in the Available Users column Note To change the assignment of a user from one group to another unassign the user from the first group and then assign the user to their new group On the Group Services menu page Click Call Pickup Click Edit or any item on the row for the call pickup group Edit the group name as required Add users to the group Click Search to find a desired user enter search criteria in the fields provided To assign the selected users click Add To assign all users unselected at once click Add All On the Assigned Users column select the users and click Remove To move all users unselected at once click Remove All To save your changes Click OK Click Edit or any item on the row for the call pickup group Click Delete Click OK to display the previous page 16 5 COMMPILOT CALL MANAGER Use this item to Configure Enterprise Directory Disp
162. ck CommPilot Express Se Se In the Available In the Office profile Enter a phone number into the Also ring this phone number field If Busy select either Have Voice messaging take call or Forward to this phone number and enter a phone number If No Answer select either Have Voice messaging take call or Forward to this phone number and enter a phone number inthe Available Out of the Office profile When a call comes in choose either Have Voice messaging take call or Forward to this phone number and enter a phone number If you require an email notification to appear in your Inbox when a message is left check the Also E mail me when a call comes in at and enter an email address into the E mail Address field CHAPTER 7 INCOMING CALL OPTIONS 52 8 Inthe Busy profile Select Send all calls to voice messaging except calls from these phone numbers enter up to 3 numbers which will be forwarded to this phone number enter a phone number If you require a notification of the voice messages via email Check the Also email me a notification when a voice message is received and enter an email address 9 Inthe Unavailable profile Select Send all calls to voice messaging except calls from these phone numbers enter up to 3 numbers which will be forwarded to this phone number enter a phone number Or select Have Voice Messaging take the call using either the No Answer Greeting or the Unavailable Greeting 10 To save your change
163. ck Incoming Calls Click Anonymous Call Rejection Click On to activate the feature INCOMING CALL OPTIONS To save your changes click Apply or OK 7 2 CALLING LINE ID BLOCKING OVERRIDE Calling Line ID Blocking Override CLIO allows a user to override calling line identity presentation restrictions and always receive the calling line identity if available Group gt _Users DCUserl1 Options Profile Incoming Calls Outgoing Calls Call Control Welcome Sales Group Administrator Logout Calling Line ID Blocking Override Calling Line ID Blocking Override CLIO allows a user to override calling line identity presentation restrictions and always receive the calling line identity if available ox Ave Cancel Calling Plans Client Applications OK Apply Cancel Messaging Utilities Group gt Profile gt Users gt Incoming Calls gt Calling Line I D Blocking Override 7 2 1 TO ACTIVATE CALLING LINE ID BLOCKIIG OVERRIDE 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Calling Line ID Blocking Override Click On to activate the feature aoe Se S To save your changes click Apply or OK 7 3 CALLING NAME DELIVERY Calling Name Delivery allows the Calling Line name for callers from inside your group or enterprise Internal and or c
164. ck OK MODIFY CONFIGURATION OF CONFIGURABLE DEVICES Use the Group Utilities Configure Device Modify page to load a new or modified configuration template file of a device that supports Enhanced Configuration some IP Phones and SNAP devices Welcome Sales Group Administrator Logout Options Profile Resources Services Acct Auth Codes Call Center Calling Plan DP Utilities Device Configuration Files View and modify files used by the Identity Device Profile Type in the group Rebuild the files Reset the phones After rebuilding the files be sure to reset the phones for your changes to take effect Device Type URL http spadms mod digitalbusiness telstra com 443 dms spas8000 Identity Device Profile Type Linksys SPA 8000 DMS Is Repository Template File Format a Authenticated Access File File File eit http spadms mod digitalbusiness telstra com 443 dms spa8000 spa 25BWMACADDRESS 25 xml spa BWMACADDRESS xml Y Note this URL has undefined content Validate it manually by replacing any content Download Edit between with valid value s http spadms mod digitalbusiness telstra com 443 dms spa8000 spaPorts spaPo Vv 25BWMACADDRESS 25 xml Danii Edit Note this URL has undefined content Validate it manually by replacing any content between with valid value s Page 1 of 1 Group gt Utilities Menu gt Device Configuration rts BWMACADDRESS xml 1 On th
165. ck Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Call Notify Enter an email address for the notifications to be sent To save your changes click Apply or OK TO ADD NUMBER TO THE CALL NOTIFY PAGE Allows you to add a single criteria entry for Call Notify Specify the time schedule you would like an e mail when the callers call Also you can have an e mail sent when only specified numbers call or all numbers call If you need more than 12 numbers or more distinct time or holiday periods you can create multiple call notify entries 1 2 Enter a Description Click Add Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Profile D Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Call Notify Add Allows you to add a single criteria entry for Call Notify Specify the time schedule you would like an e mail when the callers call Also you can have an e mail sent when only specified numbers call or all numbers call If you need more than 12 numbers or more distinct time or holiday periods you can create multiple call notify entries Description Notify O Do not notify Selected Time Schedule Every Day All Day v Selected Holiday Schedule Calls from Any phone number O Following phone numbers C An
166. comes unavailable while routing the call if required Select Alert agent if call is on hold for longer than xx seconds default setting is 30 seconds Select Bounce calls after being on hold by agent for longer than xx seconds default setting is 60 seconds To save your changes Click Apply or OK 10 Group gt Call Center menu gt Call Centers gt Routing Policies 18 16 2 h m e e OVERFLOW Group gt Call Centers Welcome Sales Group Administrator ogout Options Profile D Routing Policies Calling Plans Messaging Overflow Configure the call center routing policy when amp large number of calls have been 0K Ave cn Note The urls files for audio video will be played in the order they are listed Action O Perform busy treatment Transfer to phone number SIP URI Play ringing until caller hangs up Enable overflow after calls wait 30 seconds Play announcemen t before overflow processing Audio Default OK Arey Cancel received or calls have been waiting longer than a configured threshold Group gt Call Center menu gt Call Centers gt Routing Policies gt Overflow On the Group Call Center menu page Click Call Centers Select the required call centre to Edit Select Routing Policies from the Options menu Select Overflow From the Action area select one of the options Perform Busy treatment the caller will get the same treatment as if the
167. configure e mail statistics reporting Routina Policies gt OK Apply Cancel f Quen amp Agent Statistics a IJ Display current time statistics Start Date 7 28 2013 imal mm dd yyyy Start Time 12am 30 7 28 13 12 30 AM 7 29 13 2 41 PM Number of busy overflows a Number of calls ans i 0 Number of calls abandoned o Number of calls transferred o Number of calls timed out f Average number of agents talking 0 0 Average number of agents staffed 0 0 Average wait time 00 00 00 Average abandonment time 00 00 00 Number of calls handled Number of calls unanswered Average call time Total talk time Total staffed time Agent Statistics Group gt Call Center menu gt Call Centers gt Status and Statistics Number of busy overflows Number of calls that came in after the queue limit was exceeded It is likely that Auto Attendant answers such calls and the callers are directed to leave a message The queue length is set from the Call Centre Add or Call Centre Modify page Number of calls answered Number of calls that agents in this Call Centre have answered Number of calls abandoned This is the total number of calls that an incoming party abandoned hung up or selected to leave a message an agent became available Number of calls transferred This is the total number of calls transferred out of the Call centre queue Typically a call is transferred from a given call Centre queue to ano
168. ct directories Outlook Integration On and phone status Access your Outlook contact information from your CommPilot Call Manager BroadWorks Assistant Enterprise BroadWorks Assistant Enterprise is a toolbar for Microsoft Outlook and Internet Explorer that enables users to perform basic call control and configure commonly used services Group gt User gt Client Applications BASIC MENU This menu displays e Attendant Console e Busy Lamp Field e CommPilot Call Manager e Outlook Integration ADVANCED MENU This menu displays e BroadWorks Agent e BroadWorks Supervisor e BroadWorks Receptionist Enterprise e BroadWorks Assistant Enterprise 11 1 ATTENDANT CONSOLE This feature can only be configured if the user has the Attendant Console option assigned to them The User Attendant Console page allows users to configure and view their own call details The Attendant Console enables you to view call statistics of monitored users including duration of calls and number of calls to name a few With Attendant Console a user can also specify which other users they are required to monitor CHAPTER 11 CLIENT APPLICATIONS OPTIONS 95 CommPilot Call Manager CM and Attendant Console AC are two end user applications to perform call control or basic service management and monitoring respectively The Attendant Console also allows users to monitor the status of calls of selected users and the Call Manager provides cal
169. dWorks Anywhere 11 Enable Diversion Inhibitor Selecting this option prevents a call from being diverted to another configured location if you have forwarding activated It is suggested that you select this option 12 Require Answer Confirmation This option is not currently supported in TIPT 13 Use BroadWorks based Call Control Services Selecting this option will enable the TIPT platform to provide services such as Call Transfer and Three Way Conferencing It is suggested that you select this option CHAPTER9 CALL CONTROL OPTIONS 75 14 Click OK 9 14 CALL CENTERS This option will only appear if the user is assigned to a call centre The Call Centres option displays a users ACD state and all the Call Centres a user belongs to It also displays whether a user is currently joined to a call centre and other settings that can be enabled or disabled This feature is used for an agent to log into and out of a Call Centre using CommPilot if the Basic Call Centre pack is assigned Group gt Users DCUser1 Welcome Sales Group Administrator Logout Opti a Call Centers Profile Call Centers displays your current ACD state and all the ACDs you belong to and whether you are currently joined in their call centers You can set your ACD state and join or remove yourself from that ACD s call center if permitted by your administrator Incoming Calls Outgoing Calls BP Call Control 2 Calling Plans Call Center Service A
170. dWorks Receptionist Small BroadWorks Receptionist Small Business is a desktop application for Receptionists and Executive Assistants providing funimitealo lela ele Jeg lelalele AHH SHESHHHHEE AES z 3 2lololz TRESETA HHE EREJE Ble s Joyels HFF a Sial gt fete feta pope oleg 2 a ollo 35 e J a lla g e fle 5 D V 1 D s TE HHI HE IE w e f 3 6 3 ih a t E S i D a aw call control contact directories and phone status for a maximum of 30 contacts BroadWorks Supervisor is a call center supervisor soft client allowing call control advanced reporting and service configuration Allows the user to manage call center agents Allows a user to use to monitor the phone status of a list of users via an attendant console phone Call Center Basic allows the user to be an agent in basic call centers i Call Center Monitoring allows a supervisor to listen into calls being handled by their agents g 3 g ol o o hi o S lt 8 Ws oi Wo 379 J Ole n a 2 Wo 2 9 w w 2 a i 8 a 8 3 i Call Center Premium allows the user to be an agent in any call center type Standard Call Center Standard allows the user to be an agent in standard and basic call centers Allows a user to forward all calls to a specified phone number Unlimited o s y ff a 3 5 b e e e 8 7 JE a gt H 3 Group gt Resource
171. deo File Load Custom Music File OK Apply Cancel Group gt Services gt Music Video On Hold 1 On the Group Services menu page Click Music Video On Hold 2 Click Edit or any item on the row for the group Two tabs are displayed The General Settings tab and the Internal Calls Settings tab 3 Check or uncheck the boxes to enable or disable this service for Call Hold Call Park and Busy Camp On for the group 4 Click on the drop down box and select the Preferred Audio Codec 5 On the Music Video On Hold message section select from System Defined Music Video External Source or Custom Music Video File If you click External Source 6 Click the button that selects the type of external source CHAPTER 16 SERVICES MENU 168 Select the Identity Device profile specify the port and select the domain For devices that support only static registration provide information in the Contact sip text box for example sip 192 168 5 2 40070 Sip 2403645125 12 39 208 204 23590 Sip 2403645286 1 2 39 208 207 40036 user phone transport udp If you click Custom Music Video File select and upload the file or files to play from your computer Type the path and file name of a WAV file with your greeting in the Load Custom Audio File text box or click Browse to select a file on your computer If your Music Video On Hold service has video support enabled you can also type the path and file name of a MOV file with your greeti
172. departments in your group Schedules Add modify or remove schedules Group gt Profile Menu The Group Profile menu contains these items BASIC MENU This menu displays the items that all group administrators can use e Users e Profile e Change Password e Administrators e Departments e Schedules ADVANCED MENU This menu displays the ttems that group administrators can use only if such functions have been assigned to them In most systems Advanced menu items are reserved for your service provider administrator e Call Processing Policies e Communication Barring Auth Codes e Dial Plan Policy e Dialable Caller I D CHAPTER 6 PROFILE MENU 25 6 1 ACCESS GROUP PROFILE MENU Use the Group Profile menu to modify the users in your group modify the profile of the group modify departments in the group add and modify schedules Holiday and Time and change your password On your Home page on the Options list click Profile The Group Profile menu page displays 6 2 USERS As a Customer Group Administrator you can access the users in your group By logging into each user you have the ability to configure or make changes to all the features they have access to Having the ability to view all users features is also an advantage when troubleshooting 6 2 1 LIST USERS Use the Group Profile Users page to list all the users in the group On this page you can search for a particular user Fr
173. des menu page Click Administration To display the version of the page for authorization codes click Authorization Code From the dropdown list chose the Number of Digits for authorization codes eo Click the Allow Local and Toll Free Calls without Account Authorization Code box to turn the feature on 8 Assign users to the Restricted Users column To find a desired user enter search criteria in the fields provided and click Search To assign the selected users click Add To move all users unselected at once click Add All 9 Unassign users from the Restricted Users list On the Restricted Users column select the users and click Remove To move all users unselected at once click Remove All 10 To save your changes Click Apply or OK 17 1 1 CODES MANAGEMENT Use this item on the Group Acct Auth Codes Codes Management menu page to e View and delete Authorization Codes e Add Authorization Codes To modify a code delete the current code and add a replacement code CHAPTER 17 ACCT AUTH CODES MENU 182 The Codes Management page allows you to specify the required codes with the proper number of digits which must be entered prior to the placement of calls by users restricted by this service VIEW AND DELETE AUTHORIZATION CODES Use the Group Acct Auth Codes Codes Management page to view and delete account and authorization codes From this page you can add account and authorization codes Note If a six digi
174. do not answer Click Voice Management on the Messaging menu page If you would like to use the Voice Messaging service click the On radio button Click the Use unified messaging radio button If you would like a phone message waiting indicator click the Use Phone Message Waiting Indicator box Click the Forward it to this e mail address box Specify the e mail address CHAPTER 23 USER SCENARIOS AND EXERCISES 250 9 If you would like to receive an e mail notification when a caller has left a voice message click the Notify me by e mail of the new message at this address box and provide the e mail address If you would like to receive a carbon copy of this message voice message click the Email a carbon copy of the voice message to box and provide the e mail address For callers to transfer to another number click the Transfer on 0 box Enter the Attendant phone number Click OK or Apply 23 1 9 VOICE MESSAGING GREETINGS 1 Click Greetings on the Messaging menu page Under Busy Greeting select System greeting system recording or Personal greeting your voice or video recording If you select Personal greeting click the Browse button to locate the file If your voice messaging service has video support enabled you can also type the name of a MOV file that contains your personalized greeting in the Load video personal greeting text box or use the Browse button to locate the file Under No Answer Greeting select Syste
175. e An asterisk indicates mandatory data Click OK CHAPTER 18 CALL CENTRE MENU 206 Options b Profile Routing Policies Calling Plans Group gt Call Centers CC_DC Change User ID Change the ID of a user Welcome Sales Group Administrator Logout New User ID modelipvs net v E Ceara Group gt Call Center menu gt Call Centers 18 21 TO DELETE THE CALL CENTRE The Call Center Call Center Profile page is used to delete a call centre 1 On the Group Call Center menu page Click Call Centers Click Profile Click Delete A Group gt Call Centers CC_DC Routing Policies Incoming Calls Calling Plans Select the required call centre to Edit To save your changes Click Apply or OK Call Center Profile Modify the selected call center Welcome Sales Group Administrator Logout Call Center Type Standard Upgrade Call Center Type Also saves current screen data Call Center ID CC_DC Change User ID Also saves current screen data Name ICC_DC x Calling Line ID Last Name Calling Line ID First Name DC Department None V Language English V Time Zone GMT 10 00 Australia Victoria v Group Policy Circular O Regular O Simultaneous Uniform Weighted Call Distribution Bandwidth and QoS Settings Preferred announcement music codec for external calls None V Preferred announcement music codec for inter
176. e Collect Calls e To modify a setting check or uncheck the box for the call type e To disable a setting uncheck the box for the call type 5 3 Inthe Calls From Outside Group column choose one of these settings e Y Allows users in the group or department to receive all calls from outside the group e P Allows users in the group or department to receive calls from outside the group only if the outside call is transferred or forwarded to the user by another user inside the group e N Prevents users in the group or department from receiving all calls from outside the group even if the outside call has been transferred or forwarded by a user inside the group Note Fully restricted users N in Calls From Outside Group column cannot pick up outside calls in their call pickup group or outside calls parked by a user in their group 4 To save your changes Click Apply or OK 19 6 OUTGOING CALLING PLAN e List Add Modify and Delete Outgoing Calling Plan The settings on the Outgoing Calling Plan define the types of calls that group members and department members are allowed to make For example this page determines whether users in your group can initiate toll and international calls The settings also control whether group and department users can forward and transfer calls to numbers outside the group LIST ADD MODIFY AND DELETE OQUTGO NG CALLING PLAN Use the Group Outgoing Call
177. e Country Co Ce cerei Group gt Profile gt Profile 1 On the Group Profile menu page click Profile 2 Type new information or select a different value from a drop down list 3 To save your changes click Apply or OK 14 2 CHANGE PASSWORD Use this menu item on the Group Profile menu page to change your Group Administrator password Welcome Sales Group Administrator Logout options Change Password b Profile Change your password Resources Cance Services Acct Auth Codes Call Center Calling Plan current Password Utilities Reset Password FT Re type new password fo Co ae cance Administrator ID Groupadmin Group gt Profile gt Change Password CHAPTER 14 PROFILE 118 Change Your Password Use the Group Change Password page to change your password 1 On the Group Profile menu page click Change Password 2 Type the information for your current and new password Required data is indicated with an asterisk 3 To save your changes click Apply or OK 14 3 ADMINISTRATORS Use this item on the Group Profile menu page to e List Administrators List Administrators Use the Group Administrators page to list all the administrators group and department in the group On this page you can search for an administrator Welcome Sales Group Administrator Logout Options Q E Administrators
178. e for an auto attendant play the after hours greeting and dialing menu From this page you can add modify or delete a schedule CHAPTER 14 PROFILE 121 1 Welcome Sales Group Administrator Logout Options Schedules b Profile is Add a new schedule or manage existing schedules Resources Services Delete Schedule Name al Type Level Edit Acct Auth Codes mns E Test Time Group Edit Call Center O testa Time Group Edit Calling Plan Schedule Name V Starts With V Find Find All Utilities OK Apply Add Cancel Group gt Profile gt Departments gt Schedules On the Group Profile menu page click Schedules 2 To display the previous page click OK or Cancel Add Schedules Use the Group Profile Schedule Add page to add a holiday schedule for the group After you have added a schedule you can assign it to Auto Attendants Welcome Sales Group Administrator Logout Options Schedule Add D Profile Add a new schedule Resources Services Acct Auth Codes Call Center Schedule Type Holiday Time Calling Plan Group gt Profile gt Schedules 1 On the Group Profile menu page click Schedules 2 Click Add 3 Type a name for the schedule 4 Select either Holiday or Time Schedule Your entry is now available to schedule a Holiday or Time event 5 Click OK Add Event Use the Group Profile Schedule Add page to add an
179. e CGA and then pressing 11 the Feature Access Code to retrieve the call If the call is answered on the mobile phone or any other listed location it can be pulled onto the TIPT desk phone by simply dialling 11 on the TIPT desk phone to continue the conversation Other options such as making a call from the listed location e g mobile through the Anywhere Portal number and transferring or setting up a three way conference call on the listed location are also available with the Anywhere feature The Anywhere feature can be configured for a user from the Services button on the Telstra Telephony Toolbar or through CommPilot Listed below are the steps to configure Anywhere via CommPilot Note To configure the feature via the Telstra Telephony Toolbar please refer to the TIPT Anywhere Feature Guide for End Users on the Telstra Online Resource Centre www telstra com tiptresources CHAPTER9 CALL CONTROL OPTIONS 74 Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options BroadWorks Anywhere Configure the fixed and mobile phones you would like to link to this account OK Apply Add Cancel BR call Control jf a Profile Incoming Calls Outgoing Calls Calling Plans C Alert all locations for Group Paging calls Client Applications View Available Portal List Messaging Phone Number aj Description Edit Utilities No Entries Present Page 1 of 1 Phon
180. e Group Utilities menu page Click Configure Device 2 Click Edit or any item on the row for the device the Device Configuration Files page displays Verify that a Configuration File has been assigned default Note Telstra is responsible for loading the configuration files 3 Click Files tab 4 Click Rebuild the File This rebuilds all device configuration files 5 Click Reset the Phone to reset all registered phones This feature supports the following Devices Cisco 7940 Cisco 7960 Polycom Soundpoint IP 330 450 990 650 670 The device configuration file is regenerated and transmitted to the File Server The phone will not reload the new file unless the phone is reset CHAPTER 20 UTILITIES MENU 23 6 To save your changes Click OK 20 9 EXTENSION DIALING e View Extension Length Extension Dialing allows users in the group to dial only an extension number using the web interface or a phone to reach other members of the group All extensions in a group must be the same length The maximum number of digits an extension can be is 20 The configured length of a group extension cannot be decreased VIEW EXTENSION LENGTH Use the Group Extension Dialing page to view the minimum maximum and default extension length for the group Welcome Sales Group Administrator Logout Extension Dialing Configure extension dialing for the group ox Acct Auth Codes Minimum Extension Length 4 Ca
181. e Number Extension Department In Trunk Group Edit calling Plan DCUseri Summers Anne Edit Utilities DCUser2 Sales Leigh Edit DCUser3 Caro Jane m r Page 1 of 1 OK Add Cancel Example of a Search List CommPilot list pages provide three ways to display the row for the item you want for example phone number or User I D You can e Change Sort Order of Column Data e Define Search Criteria e Display Another Page 3 5 1 CHANGE SORT ORDER OF COLUMN DATA Data in columns display in ascending or descending alphanumeric order Column headings are underlined to indicate the sort order of the items in the column can be reversed An arrowhead beside an underlined column heading indicates the column that was last sorted on the page and the current sort order of the items in that CHAPTER 5 GETTING STARTED 22 column The direction of the arrowhead M indicates the sort order of the items in that column The following figure shows the column headings and sort order User ID a Last Name First Name Phone Number Extension Department In Trunk Group Edit Sort Order Column Data To change the sort order of the items in a column 1 Click the Column heading 3 5 2 DEFINE SEARCH CRITERIA To define your search criteria use the input boxes that display below the columns of data as shown in the following figure The first drop down list from the left displays the column headings in the list The second drop down list provide
182. e Number v Find Find All OK Apply Add Cancel Group gt User gt Call Contol gt BroadWorks Anywhere 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Call Control Click BroadWorks Anywhere Select Alert All locations for Click to Dial Calls or Alert all locations for Group Paging calls Click Add SS aS SS In the Phone Number field enter a phone number e g your mobile number or another number such as a home phone number Do not enter the initial 0 TIPT will add this on automatically i e 408785775 9 Click in the Description field and enter a description e g John mobile 10 Enable this Location is selected by default Group gt Users DCUser1 Welcome Sales Group Administrator Logout mania BroadWorks Anywhere Phone Number Add Allows BroadWorks Anywhere Phone Number to be configured along with multiple selective criteria for each phone number Qutgoing Calls Call Control Calling Plans Messaging Description Profile Incoming Calls Utilities M Enable this Location Advanced Options Outbound Alternate Phone Number SIP URI _ Enable Diversion Inhibitor C Require Answer Confirmation _ Use BroadWorks based Call Control Services OK Cancel Group gt User gt Call Contol gt Broa
183. e authorization codes to be used on outgoing calls as defined in the Outgoing Calling Plan Client Applications Outgoing Digit Plan Messaging Display the special type of phone numbers you can call Utilities Outgoing Pinhole Digit Plan Display the special type of phone numbers that override other calling plan rules Transfer Numbers Define the transfer numbers that are used when a caller makes an outgoing call that requires operator assistance as defined in the Outgoing Plan Group gt User gt Calling Plans INCOMING CALLING PLAN MENU This menu displays e Incoming Calling Plan OUTGOING CALLING PLAN MENU This menu displays e Outgoing Calling Plan e Outgoing Authorisation Codes e Outgoing Digit Plan e Outgoing Pinhold Digit Plan e Transfer Numbers CHAPTER 10 CALLING PLAN OPTIONS 10 1 INCOMING CALLING PLAN Use the User Incoming Calling Plan page to configure or change the incoming calling restrictions for a selected user eS S E 10 11 Group gt _Users DCUser1 Welcome Sales Group Administrator Logout i cosets Incoming Calling Plan Profile Incoming Calling Plan allows you to view the calling plan rules for your incoming calls Only your administrator can change the call types that are permitted Incoming Calls OK Apply Cancel Outgoing Calls Call Control Calling Plans Permitted Name Client Applications v Calls From Within Enterprise
184. e call centre 11 To save your changes Click OK 18 2 PROFILE MENU FOR A CALL CENTRE Use the Call Center Profile menu page to display the pages to add attributes for a new call centre or to modify attributes for a call centre Call Center Profile Modify the selected call center Co tee eine cancel Call Center Type Standard Call Center tO CC_OC Name CC_DC Calling Line ID Last Name CC Calling Line 10 First Name DC Department None v Language English Tima Zone GMT 10 00 Austraha Victoria ba Group Policy Crrcular Regular Simultaneous D Uniform Weighted Call Distribution r Bandwidth and QoS Settings Preferred announcement music codec for external calls None v Preferred announcement music codec for internal calls None v r Call Center Settings Queve Length 0 calis Enable video support J Play ringing when offering call F Aow callers to dial 0 to escape out of queue Reset caller statistics upon entry to queve r Reporting Settings Eneble Call Center External Reporting r Agent Settings J Allow agents to join Call Centers Allow Call Waiting on agents Enable calls to agents in wrap up state Enable maximum ACD wrap up timer t minutes seconds Automatically set agent state to Available v after call 0K Aco Delete Cancel Group gt Call Center menu gt Call Centers 1 On the Group Call Center menu page Click Call Centers
185. e does not ring and all calls go directly to a busy treatment such as Voice Messaging Do Not Disturb Deactivation allows users to dial the assigned code to turn off the Do Not Disturb service Escalate Call to Supervisor allows a call center agent to dial the assigned code to escalate calls to their supervisor Flash Call Hold allows users to dial the assigned code to put a call on hold on a phone that does not have a Hold button On this type of phone a user presses the Flash button or presses and releases the hang up button on the phone cradle Forced Fowarding Activation allows a call center supervisor to temporarily divert new incoming calls to another number When the supervisor dials this feature access code they are prompted to enter the supervised queue s primary phone number The number is validated and an activation message is played if the number is valid Forced Fowarding Deactivation allows a supervisor to dial the assigned code to deactivate Forced Forwarding for a Call Centre Group Call Park a hunting mechanism so that when parking a call the service hunts for an available user in your group as a place to park the call instead of only trying to park the call against the user When the supervisor dials this feature access code they are prompted to enter the supervised queue s primary phone number The number is validated and a deactivation message is played if the number is valid Initiate Silent Monitoring allows a Call
186. e following list is based on the Executive Service pack being assigned to the user BASIC MENU This menu displays the items that all group administrators can use e Barge in Exempt e Call Waiting e Customer Originated Trace e Directed Call Pick up e Diversion Inhibitor e Directed Call Pick up with Barge in e Flash Call Hold e Call Transfer e In Call Service Activation e Three Way Call e Music Video on Hold e N Way Call ADVANCED MENU This menu displays the items that group administrators can use only if such functions have been assigned to them e BroadWorks Anywhere e Call Centres e Hoteling Guest e Push to Talk e Remote Office e Shared Call Appearance CHAPTER9 CALL CONTROL OPTIONS 67 Options Profile Incoming Calls Outgoing Calls D Call Control Calling Plans Client Applications Messaging Utilities Group gt _Users DCUserl1 Call Control Basic Barge in Exempt On Block barge in attempts from other users with Directed Call Pickup with Barge in Call Waiting On Answer a call while already on another call Customer Originated Trace Issue a trace to your service provider for your last incoming call by using a feature access code Directed Call Pickup Pick up a call using a feature access code and an extension Diversion Inhibitor Inhibit the remote party s redirecting services Directed Call Pickup with Barge in Pick up or barge in on a call using a featu
187. e keyboard 10 Click Add To add all users unselected at once click Add All 11 To remove users On the Selected Users column select the users and click Remove To remove all users unselected at once 12 Click Remove All 13 To delete select Delete 14 To save your changes click Apply or OK 20 3 FEATURE ACCESS CODES e List Feature Access Codes Users dial feature access codes flash and star codes to access certain services for example Last Number Redial and Call Return Users also dial a prefix for Soeed Dial 100 calls LIST FEATURE ACCESS CODES Use the Group Utilities Feature Access Codes page to view Feature Access Codes This table provides the default Feature Access Codes CODE FEATURE 34 Advice of Charge Activation ae Anonymous Call Rejection Activation 87 Anonymous Call Rejection Deactivation 2525 Anonymous Call Rejection Interrogation 8 Automatic Callback Deactivation 9 Automatic Callback Menu Access 14 BroadWorks Anywhere E 164 Dialing 15 Call Bridge CHAPTER 20 UTILITIES MENU 222 72 TES O1 21 21 90 91 6 7 40 40 92 93 61 41 41 94 95 63 76 54 67 31 Call Forwarding Always Activation Call Forwarding Always Deactivation Call Forward Always Interrogation Call Forward Always to Voicemail Activation Call Forward Always to Voicemail Deactivation Call Forwarding Busy Activation
188. e off so that none of your other services are affected Client Applications Utilities Current Profile Available In the Office Also ring this phone number SIP URI If Busy Have Voice Messaging take the call Forward to this phone number SIP URI If No Answer Have Voice Messaging take the call O Forward to this phone number SIP URI Available Out of the office When a call comes in Have Voice Messaging take the call Forward to this phone number SIP URI O Also E mail me when a call comes in at E mail Address Busy C Send all calls to Voice Messaging except calls from these Phone numbers which will be forwarded to this phone number S1P uRI O Also E mail me a notification when a Voice Message is received to E mail Address Unavailable O Send all calls to Voice Messaging except calls from these Phone numbers which will be forwarded to this phone number SIP URI Have Voice Messaging take the call using No Answer Greeting Unavailable Greeting OK Apply Cancel Group gt Profile gt Users gt Incoming Calls gt CommPilot Express 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Cli
189. e the Any number default setting which will trigger Call Forwarding Selective Click OK CHAPTER 23 USER SCENARIOS AND EXERCISES 252 23 2 3 SIMULTANEOUS RING PERSONAL Example The VP of Sales is going to be in and out of the office all day but does not want to miss a call She wants the calls to be answered in her office while she is there By activating Simultaneous Ring with her mobile phone and assistant s phone she can send incoming calls to ring all phones and the first to be answered will receive the call Exercise Simultaneous Ring allows you to have incoming calls ring at your extension and up to 10 other phone numbers at the same time The calls will ring at any of the phone numbers in your listing for this service as long as the lines are not busy The person who picks up the call first answers the call 1 Click Simultaneous Ring Personal on the Incoming Calls menu page Click the On radio button to activate the service Select how you want to handle incoming calls Enter the Phone Number to be added Click Add Repeat steps 3 and 4 for each number yy Ss Click OK or Apply 23 3 ACRONYMS AND ABBREVIATIONS This section lists the acronyms and abbreviations found in this TIPT CGA Reference manual and TIPT Quick Reference Guides The acronyms and abbreviations are listed in alphabetical order along with their meanings AA Auto Attendant AAA Authentication Authorization and Accounting AC Attendant Console AC
190. e this menu item on the Group Calling Plan menu page to Configure the digit strings to be used in the Outgoing Pinhole Digit Plan Pinhole Digit Strings are used to override outgoing dial restrictions LIST AND DELETE PINHOLE DIGIT STRINGS Welcome Sales Group Administrator Logout Options m s a Pinhole Digit Strings Profile Create new Pinhole digit strings and manage existing digit strings that are used to override outgoing dial restrictions Resources OK Apply Add Cancel Services Delete Name al Digit String Edit Acct Auth Codes gumeny LJ test 4568797 Edit Call Cent all Center Page 1 of 1 BP Calling Plan Starts With V Find Find All Utilities ox Apply Add Cancel Group gt Calling Plan gt Pinhole Digit Strings 1 On the Group Calling Plan menu page Click Pinhole Digit Strings CHAPTER 19 CALLING PLAN MENU 211 2 To delete a digit string check the Delete box for the string 3 To save your changes Click Apply or OK ADD PINHOLE DIGIT STRINGS Welcome Sales Group Administrator Logout Options Pinhole Digit Strings Add Profile Add a new Pinhole digit string Resources mana OK Cancel Acct Auth Codes Call Center Digit String Calling Plan Utilities OK Cancel Group gt Calling Plan gt Pinhole Digit Strings 1 On the Group Calling Plan menu page Click Pinhole Digit Strings
191. ected Line Identification Presentation allows you to see the connected line identity of D Incoming Calls the called party The on off setting for Internal Calling Line ID Delivery also controls the Connected Line Identification Presentation service Call Control Client Applications Messaging Coes EEEE Note Since Connected Line Identification Presentation is assigned the on off flag controls when the Connected Line Identification is presented Utilities OK Apply Cancel Group gt Profile gt Users gt Incoming Calls gt Internal Calling Line ID Delivery 7 14 1 TO ACTIVATE INTERNAL CALLING LINE ID DELIVERY 1 On the Group Profile menu page Click Users Click Incoming Calls Click Internal Calling Line ID Delivery eS YS ow The default setting for this feature is On To save your changes click Apply or OK 7 15 ALTERNATE NUMBERS Click Search to display a list of users in your group Click Edit or any item on the row for the user Click On to activate Off to deactivate the feature Alternate Numbers allows up to ten additional phone numbers or extensions to be assigned in addition to your primary number and extension All additional numbers and extensions ring your phone s just like your primary phone In addition you can specify a distinctive ringing pattern for each number if your phone supports it Only your administrator can configure new numbers and extensions for you
192. ed then it is picked up If the call has been answered then barge in occurs A barge in results in a three way call being created between you the group member being barged in on and the other party the group member is connected to You are the controller of the barge in three way call LL SS HS Profile Incoming Calls Outgoing Calls B Call Control Reeseenee i i i on ia Cent Apolications Automatic Target Selection _ On off Messaging Utilities OK Apply Cancel Group gt User gt Call Contol gt Directed Call Pickup with Barge in 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group CHAPTER 9 CALL CONTROL OPTIONS 70 Click Edit or any item on the row for the User On the Users menu page Click Call Control Select Directed Call Pick up with Barge in Se SS If you require a warning tone when barging in on a call Select On A warning tone will be heard when barging in on a call To enable Automatic Target Selection Select On 8 To save your changes click Apply or OK 9 7 FLASH CALL HOLD This feature is currently not avaiable Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Flash Call Hold Flash Call Hold allows you to dial a feature access code to hold and retrieve calls To hold the call flash the phone click the flash button or click the hangup button once then dial the Flash C
193. ed Users User4 Test Testuser4 model ipvs net User2 Test Testuser2 model ipvs net Utilities User3 Test Testuser3 model ipvs net Co Ao cani Group gt Profile gt Users gt Client Aplications gt BroadWorks Receptionist Enterprise 9 Click one or more names from the Available Users list 10 Click Add or Add All if selecting all users 11 To save your changes Click Apply or OK 12 You now have users available to monitor in miRECEPTION 22 4 ADDING USERS TO MONITOR IN ATTENDANT CONSOLE 1 Login to CommPilot 2 Navigate to the user who has Attendant Console assigned to them 3 Click Client Applications 4 Click Attendant Console 5 Click Search CHAPTER 22 KNOWN ISSUES COMMON PROBLEMS 246 6 7 8 9 Attendant Console Attendant Console allows you to use the console to view call activity on a call not on a call or do not disturb for selected members in your group In addition if permitted By your administrator you can view the details of member calis such as the number of calls the name and number of the callers and Now long the call Nas been active To personalize the console you can modify which columns are shown Y Launch Attendant Console with CommPilct Call Manager on Login V Allow User to Configure Call Details V View Call Details Enter search criteria below Last Name X Starts With
194. ed and click the Search button 5 From the Available Supervisors column select the users to be assigned click Add gt To assign all users at once click Add All gt gt 6 To save your changes Click Apply or OK ASSIGN AGENTS TO ASUPERVISOR 1 Click the Assign Agents tab 2 Click Search to view all Agents 3 From the Available Agents column select the users to be assigned as agents click Add gt To assign all users at once click Add All gt gt 4 To save your changes Click Apply or OK 18 9 THRESHOLDS Thresholds allow you to configure key statistical call centre thresholds When these thresholds are met email notifications can be sent or other applications can be notified Group gt Call Centers CC_DC Welcome Sales Group Administrator Logout Options Thresholds Configure key statistical call center thresholds When Call Center Thresholds is On and a threshold is crossed notification emails can be sent or other applications can be notified about it Select the call center threshold you want to enable by setting a value for it D Profile Routing Policies Incoming Calls Calling Plans Thresholds Statistic Name Current Calls In Queue Current Longest Waiting Call i kmmiss _ mmiss Estimated Wait Time fmmiss kmm ss Average Handling Time femmes mms Average Speed Of Answer H kmm ss I kmm ss Notification email _ Enable Email Notificat
195. ed by any user after the specified seconds number of seconds to the phone number specified in the Calls Forward to text box This box accepts values from 0 to 7200 seconds 2 hours Calls Forward to Calls not answered within the time specified by the Forward call after waiting X seconds control are transferred to the specified number If this number is not one assigned to the group type the complete number lt country code gt lt national number gt 14 The Not Reachable Settings configure how the service behaves if the service is unreachable INPUT BOX DESCRIPTION Enable Call Forwarding Not Check this box to have the system pass incoming calls to the defined number if the service in Reachable unreachable Calls Forward to Calls are transferred to the specified number Make Hunt Group busy Check this box to have the system give busy tone when all agents specified for the group are when all available agents unreachable are not reachable 15 The Calling Line ID Settings configure how the service will display the CLID INPUT BOX DESCRIPTION CHAPTER 16 SERVICES MENU 158 Use the system default CLID Uses the settings defind at the system level displayed in configuration parenthesis Customise the CLID for this Use the custom settings defined on this page and check or Hunt Group uncheck Include the Hunt Group Name in the CLID 16 Assign users as members for the hunt group Click Search to find a desired user enter
196. ed the hoteling guest service can then be associated to the host user When associated the host user allows the guest Da Cale user to use the host s device with the guest s service profile If association limit is not enforced the Guest user is allowed to associate with the Host user indefinitely incoming Calls Outgoing Calls OK Apply Cancel Call Control Calling Plans Hoteling Host Oion of Client Applications Enforce Association Limit 24 Hours AEREA Access Level Enterprise O Group Associated Guest d Last Name First Name Location Dialing Code Extension K Apply Cance Group gt User gt Call Contol gt Hoteling Host 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User The User Profile menu page displays For a selected user click Call Control The User Call Control menu page displays 4 Click Hoteling Host The User Hoteling Host page displays 5 Configure the Hoteling Host service 6 Use the On and Off buttons to enable or disable the service inthe Enforce Association Limit box specify the maximum length of time guests may associate themselves with this user account 8 If your group is part of an enterprise use the Access Level control to determine the scope of the host Select Enterprise to
197. ed time schedule and a specified holiday schedule All criteria for an entry must be satisfied for the call to enter Simultaneous Ring phone number and day of week and time of day If the criteria do not match the call continues as if this service was not turned on Warning if your cell phone or other phone has voice mail that picks up before your office voice messaging picks up your voice mails could be on your cell phone messaging system BD Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications ia Simultaneous Ring Personal Oion of V Do not ring my Simultaneous Ring Numbers if I m already on a call Utilities Answer confirmation required Phone Number SIP URI Answer confirmation required Phone Number SIP URI o o o Doo m Lo E o Doo o o Doo o Doo o o No Entries Present Group gt Profile gt Users gt Incoming Calls gt Simultaeous Ring Personal 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Simultaneous Ring Personal See es Choose On Off CHAPTER 7 INCOMING CALL OPTIONS 7 22 1 TO ADD ADDITIONAL NUMBERS 1 Click Add Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Profile B Incoming Calls Outgoing Calls Call Control Ca
198. ed when you are working away from your desk for an extended period of time Busy profile is used when you are temporarily unavailable to take calls when you are in a meeting for instance Unavailable profile is used outside of business hours or when you are on vacation or holiday None turns this service off so that none of your other services are affected Note This feature requires the user to be assigned with the Executive Service pack CHAPTER 7 INCOMING CALL OPTIONS 51 Group gt Users DCUser1 Welcome Sales Group Administrator Logout options CommPilot Express Profile CommPilot Express allows you to pre configure four profiles to control your inbound calls These profiles can quickly be changed using the web or phone when you leave your desk or when you are ata bi aw remote location If you use CommPilot Express it takes precedence over some of your other service settings associated with processing incoming calls ncoming Calls Available In the office profile is used when you are working from your desk where your phone is located Qutgoing Calls Available Out of office profile is used when you are working away from your desk for an extended period of time Call Control Busy profile is used when you are temporarily unavailable to take calls when you are in a meeting for instance Calling Plans Unavailable profile is used outside of business hours or when you are on vacation or holiday None turns this servic
199. elcome message First Level Extension Dialing plays a prompt that allows a caller to dial an extension immediately A caller can interrupt the Welcome prompt When First Level Extension Dialing is not enabled the prompt after the Welcome message gives the caller two choices to press 1 to dial an extension or to press 2 to use the automated name directory CONFIGURE THE FIRST LEVEL AUTO ATTENDANT MENU 6 F Enter a description in the Description Box Click the drop down Action Arrow and select an action CHAPTER 16 SERVICES MENU 146 8 Enter Phone number in Action Data box where regired 9 To save your changes click Apply or OK Options for callers include the ability to dial an extension immediately after the Welcome message reach the operator reach company employees by extension or search for company employees by name OPTION DESCRIPTION Key List of the keys on a telephone keypad to which you assign actions Description Optional description of the menu option Action A drop down list of actions required data Options available are Transfer with prompt Transfer without prompt Transfer to Operator Name Dialling Extension Dialling Transfer to Mailbox Play announcement Repeat menu Exit Phone Number When an action transfers a call a number must be specified When an action transfers a call to the operator the number you provided for the auto attendant displays 10 To save your changes click Apply or OK Spec
200. empt Barge in Exempt allows you to block barge in attempts from other users with Directed Call Pickup with Barge in b call Contr 40 fn Profile Incoming Calls Outgoing Calls Sns Calling Plans Client Applications Messaging Utilities Group gt User gt Call Contol gt Barge in Exempt 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Call Control Select Barge in Exempt Click On to enable or Off to disable this feature m me SP To save your changes click Apply or OK CHAPTER9 CALL CONTROL OPTIONS 9 2 CALL WAITING Call Waiting allows you to receive another call while you are on the phone You can turn it on or off for all calls and then selectively turn it back on or off using the feature access codes Group gt Users DCUser1 Welcome Sales Group Administrator Logout see Call Waiting Profile Call Waiting allows you to receive another call while you are on the phone You can turn it on or off for all calls and then selectively turn it back on or off using the feature access codes Incoming Calls Outgoing Calls BP Call Control Calling Plans Call Waiting Oion O off Client Applications C Disable Calling Line ID Delivery on Call Waiting Messaging Group gt User gt Call Contol gt Call Waiting 1 On the Group Pro
201. en data Messagin Calling Line ID Last Name Summers Calling Line ID First Name Anne Utilities Department None V Language English V Time Zone GMT 10 00 Australia Victoria v Network Class of Service None V Additional Information Title Pager Mobile E mail YahooID Location Address City Zip Postal Code State Province Select Vv Country OK Apply Delete Cancel Group gt Profile gt Users gt Profile 6 2 2 2 TO VIEW OR MODIFY A USER IN YOUR GROUP 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Profile Retype the user s last name and first name if required Type Calling Line ID details if required From the drop down menu select the language if required From the drop down menu select the Time Zone if required Se ee ees oe a Complete any Additional information such as E mail address or Mobile number 10 To save your changes click Apply or OK 6 2 2 3 TO DELETE A USER IN YOUR GROUP Note It is recommended NOT to delete a User as this will delete the entire User s profile Note Add and Delete functions should be performed by Telstra 1 Onthe Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any
202. endant Add page to add an auto attendant From this page you configure the greeting and dialing menu for coverage of the business hours of the auto attendant Welcome Sales Group Administrator Logout Auto Attendant Add Create a new automated receptionist auto attendant Acct Auth Codes Auto Attendant Type Basic Call Center Auto Attendant ID O model ipvs net V Options Profile Resources BP Services Department Language English V Time Zone GMT 10 00 Australia Victoria Business Hours Every Day All Day V Holiday Schedule Scope of extension dialing O Enterprise Group O Department Scope of name dialing O Enterprise Group O Department sir Pn NN P Name Dialing Entries LastName FirstName LastName FirstName and FirstName LastName Group gt Services gt Auto Attendant 1 On the Group Services menu page Click Auto Attendant 2 Click Add Basic 3 Type or select information for the auto attendant as described in the following table An asterisk indicates required data INPUT DESCRIPTION Auto Attendant ID Type an ID in the input box for the auto attendant Click the drop down arrow to choose a domain for the auto attendant Name Type a name for the auto attendant Calling Line ID Last Name Type the last name to be displayed on lines with Caller ID Calling Line ID First Name Type the first name to be displayed on lines with Caller ID
203. entity Device Profiles Assign Group Services Call Center Add modify or remove group level identity device profiles in the group Assign or unassign group services for your group Calling Plan Domains New User Services Template slits Display the list of domains assigned to your group Add or remove user services and service packs for the user template which is applied when a new Utilities user is created Network Classes of Service a Display the list of Network Classes of Service assigned to your group Existing User Services Assign or unassign user services and service packs for all users in your group Numbers Display the list of phone numbers assigned to your group and assign those numbers to departments Office Zones Display the list of Office Zones assigned to your group Services Display the list of services and service packs authorized for your group Trunking Call Capacity Displays the maximum number of simultaneous calls available for your group to use in trunking groups and the number of simultaneous calls already allocated to existing trunk groups Group gt Resources menu The Group Resources menu contains these items CONFIGURATION MENU This menu displays the items that group administrators use to list and configure resources Identity Device Endpoints e Identity Device Profiles e Domains e Network Class of Service e Numbers e Office Zones e Services e Trunking Call capacity ASSIGNMENT MENU
204. ently set at Call Forwarding Always to Voicemail Activation allows users to activate the feature and redirect incoming phone calls directly to Voicemail Call Forwarding Always to Voicemail Deactivation allows user to deactivate the feature so incoming calls are received on their phone Call Forwarding Busy Activation allows users to redirect their incoming phone calls to another number such as a mobile phone or administrative assistant when they are on the phone After dialing the assigned code a user dials the phone number where they want their calls to be redirected Call Forwarding Busy Deactivation allows users to turn Call Forwarding Busy off After deactivation calls ring on the user s phone unless the user has set up another service such as Call Forwarding Always Call Forwarding No Answer or Do Not Disturb Call Forwarding Busy Interrogation allows users to dial the Feature Access Code to find out what their Call Forward Busy setting is currently set at Call Forwarding Busy to Voicemail Activation allows users to redirect their incoming phone calls to Voicemail when they are on the phone Call Forwarding Busy to Voicemail Deactivation allows users to turn Call Forwarding Busy to Voicemail off After deactivation calls ring on the user s phone unless the user has set up another service such as Call Forwarding Always Call Forwarding No Answer or Do Not Disturb Call Forwarding No Answer Activation allows users to redirect t
205. er ra CommPilot Call Manager Profile Resources Welcome Sales Group Administrator Logout Configure how the s Co mmPilo t Call Manager displays ang a terprise tab on the call manager may be hidden show raal enterprise directory or allow searching only It is recommended th ai conan nterprises of over 250 u sers use t rch option for best performance of the CommPilot Call Manager D Services OK Apply Cancel Acct Auth Codes En ams ise Directory Configuration Call Center Calling Plan 000 Hide En nterprise Directory Utilities Display Limited Enterprise Directory search only ok Apply Cancel Group gt Services gt CommPilot Call Manager 1 On the Group Services menu page click CommPilot Call Manager 2 Selectone of the following options in Enterprise Directory Configuration 3 Display Enterprise Directory Allows users to view the contents of the enterprise directory list the contents of department and web directories and search for individual names within the ENTERPRISE tab of the CommPilot Call Manager 4 Hide Enterprise Directory Hides the ENTERPRISE tab of the CommPilot Call Manager 5 Display Limited Enterprise Directory search only Allows users only to search for individual names within the ENTERPRISE tab of the CommPilot Call Manager For performance reasons this option is recommended for most enterprises due to the
206. er Department Outside Group Calling Pian Group Default i Utilities Check box to permit cal type Users can be configured with their own custom settings in user level Calling Plan OK Apy Cancer Group gt Calling Plan gt Outgoing Calling Plan To display the Group Being Forwarded Transferred settings for the group and Department Click the Group Being Forwarded Transferred tab Edit the Outside Group setting To allow calls between users in the group or a department intra group calls to be transferred or forwarded by another user in the same group or department to telephone numbers outside the group check the box for Outside Group for the group or department CHAPTER 19 CALLING PLAN MENU 216 14 To prevent calls between users in the group or a department intra group calls from being transferred or forwarded by another user in the same group or a department to telephone numbers outside the group uncheck the box for Outside Group for the group or a department 15 To save your changes Click Apply or OK 19 7 OUTGOING DIGIT PLAN e List Add Modify and Delete Outgoing Digit Plan The settings on the Outgoing Digit Plan define the customized types of calls that group members and department members are allowed to make forward or transfer The call types are configured as digit strings The call types in the Outgoing Digit Plan are in addition to those provided on the Outgoing Calling Plan LIST
207. er of pages of data in a list list pages allow you to search several different ways You can click the heading of a column to change the sort order of items in the column use the input boxes below the data to specify search criteria or click the page links for example Next or Previous 2 To display the previous page click OK or Cancel 6 2 6 ADD SCHEDULES Use the User Schedules Add page to add a time schedule for the group Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Schedule Add D Profile Add a new schedule Incoming Calls OK Cancel Outgoing Calls Call Control Calling Plans Schedule Type Holiday Y Time Client Applications Messaging OK Cancel Utilities Group gt Profile gt Users gt Schedules From the Group User Profile menu page Click Schedules Click Add 2 3 Type aname for the schedule 4 Select either Holiday or Time Schedule 5 To save your changes click Apply or OK 6 2 7 MODIFY OR DELETE A TIME SCHEDULE Use the User Schedules Modify page to modify or delete a time schedule 1 On the Users Profile menu page Click Schedules 2 Click Edit or any item on the row for the schedule Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Schedule Modify b Profile Modify an existing schedule Incoming Calls OK Apply Add Cancel Outgoing Calls Ca
208. ered phone This is required in order for a new or modified phone to obtain its configuration from the network CHAPTER9 CALL CONTROL OPTIONS 82 On the Group Resources Identity Device Profiles menu page Click Search and select the User s Phone Verify the MAC Address has been configured Verify the Identity Device Profile Type is correct Click Files Tab Note Telstra is responsible for loading the configuration files Click Rebuild the File to rebuild the device configuration file You will need to wait 3 6 minutes before resetting the phone Click Reset the Phone to reset a registered phone This feature supports the following Devices Polycom IP 330 450 550 650 670 Note If you haven t performed the above steps of Rebuilding the file and rebooting the phone after making changes within CommPilot to the Shared Call Appearance page for a user please wait 3 6 minutes for the configuration file to be updated then the user s phone will require rebooting for the change to take effect Use the User Shared Call Appearance Modify page to delete or modify the shared appearance devices and lines assigned to the user On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Call Control Click Shared Call Appearance This page is a list page Depending on the number of pages of data in a list list pages allow y
209. ers yee ma Acct Auth Codes Settings for Call Park Alternate Recall User Select Alternate Recall User Call Center Calling Plan Utilities Alert parking user first then alternate user Alert alternate user only Settings for Group Call Park Display Timer 5 seconds Enable Parked Destination Announcement Settings for All Parked Calls Ring Pattern for Recalled Calls Normal Vv Recall Timer seconds Alert Alternate Recall User Wait Time seconds Group Call Park Name aj Edit No Entries Present ox _ aw add cancel Group gt Services gt Call Park 1 On the Group Services menu page Click Call Park 2 To display the previous page click OK or Cancel Add Call Park Groups Welcome Sales Group Administrator Logout aii Group Call Park Add Profile Create a new Group Call Park group Resources D Services Acct Auth Codes Alternate Recall User Call Center Utilities Recall To Alert parking user only Alert parking user first then alternate user Alert alternate user only Enter search criteria below Available Users Assigned Users Group gt Services gt Call Park 1 On the Group Services menu page Click Call Park 2 Click Add 3 Enter a Group Name CHAPTER 16 SERVICES MENU 151 Select either Alert parking user only Alert parking user first then alternate user or Alert alternate user
210. ervice Standard ITU and ISO Directory Service Standard ITU and ISO Digital Certificate Standard X Window System Version 11 External Digital Subscriber Line Extensible Markup Language CHAPTER 23 USER SCENARIOS AND EXERCISES 258
211. es Common Phone List Device Configuration Display or modify common group phone lists Load or modify the default configuration file for an access gateway Acct Auth Codes Custom Contact Directories Extension Dialing Call Center Define new custom contact directories that contain a subset of the users in the group or Provide the ability to configure extension dialing for your group r enterprise Calling Plan LDAP Directory gt Feature Access Codes Configure the LDAP directory for your group Utilities Specify feature access codes also known as star codes and feature code prefixes associated with the group s services Voice Portal Branding Enterprise Directory Customize the voice portal entry greeting that is heard by users logging in to the voice portal Display the enterprise directory list Inventory Report Generate a report on the resources used in your group Resources include phone numbers devices services users and departments Password Rules Define the password rules that users and administrators must follow to create and update passwords Passcode Rules Define the passcode rules that users must follow to create and update portal passcodes Group gt Utilities Menu BASIC MENU This menu displays the items that all group administrators can use e Common Phone List e Custom Contact Directories e Feature Access Code e Enterprise Directory e Inventory Reports e Password Rules e Passcode Rules ADVANCED
212. essage reach the operator reach company employees by extension or search for company employees by name Options for callers include the ability to dial an extension immediately after the Welcome message reach the operator reach company employees by extension or search for company employees by name CHAPTER 16 SERVICES MENU 144 OPTION DESCRIPTION Key List of the keys on a telephone keypad to which you assign actions Description Optional description of the menu option Action A drop down list of actions required data Options available are Transfer with prompt Transfer without prompt Transfer to Operator Name Dialling Extension Dialling Transfer to Mailbox Play announcement Repeat menu Exit Phone Number When an action transfers a call a number must be specified When an action transfers a call to the operator the number you provided for the auto attendant displays For example a default greeting might include these options ACTION DESCRIPTION 0 Group operator 1 Marketing 2 Accounting 3 Name dialing 4 Extension dialing 5 End call 6 Repeat menu Indicates no action has been selected CHAPTER 16 SERVICES MENU Transfer to operator Transfer with prompt Transfer with prompt None None Thank you for calling None Not applicable PROMPT AND WHAT HAPPENS Please wait while your call is transferred to the operator Call is transferred to the number in the Number column
213. et Packet Exchange Integrated Services Digital Network International Organization for Standardization Internet Service Provider Interactive Voice Response Kilobyte Kilobits Per Second Key Telephone System CHAPTER 23 USER SCENARIOS AND EXERCISES 255 LAN LAPB LATA LCA LDAP MACs MB MS MSEC MSCML MSN MSP MSS MTU MWI NAT NIPT NRS NS OAMP OCP ODBC OTG PAP PAT PBX PC PDA PDF PDU PE PHB PI PM POP POTS PPP PPTP PSDN PSTN PTT Local Area Network Link Access Protocol Balanced Local Access Transport Area Local Calling Area Lightweight Directory Access Protocol Moves Adds and Changes Megabyte Media Server Milliseconds Media Server Control Markup Language Microsoft Network Programmable switch Media Server Selection Maximum Transmission Unit Message Waiting Indicator or Indication Network Address Translation Network IP Telephony Network Resource Selection Network Server Operations Administration Maintenance and Provisioning Outgoing Calling Plan Open Database Connectivity Originating Trunk Group Password Authentication Protocol Port Address Translation Private Branch Exchange Personal Computer Personal Digital Assistant Portable Document Format Protocol Data Unit Provider Edge Per Hop Behaviour Protocol Interpreter Performance Measurements Point Of Presence Plain Old Telephone Service Point to Point Protocol Point to Point Tunneling Protocol Public Switched Data Network
214. figure or change the outgoing calling restrictions for a selected user For information on configuring transfer numbers for use on this page see section 70 5 A an Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options F Outgoing Calling Plan Profile Outgoing Calling Plan allows you to view the calling plan rules for your outgoing calls Only your administrator can change which call types are permitted Incoming Calls Outgoing Calls Call Control Client Applications ERT gaa ees Messaging a 4 Group Calls within the business group Utilities fie Local Calls within the local calling area hess Toll Free Calls made to toll free numbers Yv Toll Local toll calls YOy International International calls TAN Operator Assisted Calls made with the chargeable assistance of an operator Yoy Chargeable Directory Assistance Directory assistance calls YEN Special Services I Special Services I 700 Number calls Y sy Special Services II Special Services II N v Premium Services I Premium Services I 900 Number calls N v Premium Services II Premium Services II 976 Number calls N v Casual 1010XXX chargeable calls Example 1010321 Yv URL Dialing Calls from internet Waxy Unknown Unknown call type Legend Allow Y Block N Authorization code required A Transfer to ist transfer number T1 Transfer to 2nd transfer number T2 Transfer to 3rd transfer number T3 Co aoe cone Group gt User
215. file menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Call Control Select Call Waiting Click On to enable Select Disable Calling Line ID Delivery on Call Waiting if required ol ee a To save your changes click Apply or OK 9 3 CUSTOMER ORIGINATED TRACE This feature is currently not available Group gt Users DCUse Welcome Sales Group Administrator Locout a User CustomerOriginatedTrace Customer Originated Trace allows you to dial a FAC to issue a trace to your service provider for your last incoming call OK J This service has no configuration lent Applications K Group gt User gt Call Contol gt Customer Originated Trace CHAPTER 9 CALL CONTROL OPTIONS 69 9 4 DIRECTED CALL PICKUP This feature is currently not available an Group gt Users DCUser1i Welcome Sales Group Administrator Logout Options g 2 Directed Call Pickup Profile Directed Call Pickup allows you to dial a feature access code followed by an extension to pick up a ringing call to another group member You can pick up a call to anyone in your group as long as it has not yet been answered Incoming Calls Outgoing Calls D call Control A E SS This service has no configuration Client Applications Messaging Utilities Group gt User gt Call Contol gt Direc
216. first name and then the last name To save your changes click OK Use the Group AutoAttendant Menus Business Hours Menu page to select the greeting for the auto attendant and to specify the dialing menu of prompts and actions to be used during business hours An example of a dialing prompt is Dial 2 to reach Marketing CHAPTER 16 SERVICES MENU 143 Group gt Auto Attendant abc Welcome Sales Group Administrator Logout Options i Business Hours Menu Configure the automated receptionist greeting prompt and dialing menu to be used during business hours Profile Menus OK Apply Cancel Business Hours Greeting Default Greeting Personal Greeting Load personal greeting Menu Options Enable first level extension dialing Key Description Action Action Data o group operator Transfer to operator aS dial by extension Extension dialing dial by name Name dialing wo ie N n wi gt wy N Ha KILI CILCILCIL lt I lt II lt II lt II lt lt Note Callers who do not indicate a transfer option will be forwarded to the operator ok Apply Cancel Group gt Services gt Auto Attendant gt Menus gt Business Hours Menu 1 On the Group Services menu page
217. from the drop down list To identify one of three transfer numbers a call type select T1 T2 or T3 from the drop down list Nelcome Sales Group Administrator Logout Outgoing Calling Plan Profile Customize the Outgoing Calling Plan for the group and or departrnents Resources z Aepy o Cancet Services Acct Auth Codes p COTE l ZE Caliente Toll Operator Chargeable Directory Special Special Premium Premium URL ii i Department GroupLocal Toll International ted m Garnag i 5 ices If S icant s ices tit Casual h Unknown i Cathng Plan Group Default v i 7 vi v 7 7 J J J 7 Utiliti Check box to permit call type Users can be configured with their own custom settings in user level Calling Pian OK Appyo Cancel Group gt Calling Plan gt Outgoing Calling Plan To display the Group Initiating Call Forwards Transfers settings for the group and Department Click the Initiating Call Forwards Transfers tab Edit the Group Initiating Call Forwards Transfers settings Check the box for the call type for example Toll Free To disable a setting uncheck the box for the call type Velcome Sales Group Administrator Logout Options r s Outgoing Calling Plan Prof Customize the Outgoing Calling Plan for the group and or departments Resources E OK Apply Cancel Services Acsct Auth Codes Originating initiating Call Forwards Transfers A Call Cent
218. from the drop down list 4 To block a call type select N from the drop down list 5 To specify use of an authorization code for a call type select A from the drop down list 6 To identify one of three transfer numbers for a call type select T1 T2 or T3 from the drop down list CHAPTER 19 CALLING PLAN MENU 217 Welcome Sales Group Administrator Outgoing Digit Plan Profile z Customize the Outgoing Digit Calling Plan for the group and or departments Resources Apy __Cancet on t J Acct Auth Codes Orig Call Center Department DSOne Calling Plan Group Default Utilitie Check box to permit call type Users can be configured v th their own custom settings in user level Calling Plan OK Apy Canai Group gt Calling Plan gt Outgoing Digit Plan To display the Group Initiating Call Forwards Transfer settings for the group and Department Click the Initiating Call Forwards Transfers tab 8 Select the Initiating Call Forwards Transfers tab to edit settings 9 To enable a setting check the box for the call type 10 To disable a setting uncheck the box for the call type 11 To save your changes Click Apply or OK 19 8 OUTGOING PINHOLE DIGIT PLAN Override departments or the group outgoing dial restrictions based on a defined digit pattern LIST ADD MODIFY AND DELETE OUTGOING PINHOLE DIGIT PLAN Note Department settings override group setti
219. g Guest Oion of Client Applications Ti Limit Association to Hours Messaging Enter search criteria below Utilities User ID v Starts With V Search Available Hosts Associated Host Add gt OK Apply Cancel Group gt User gt Call Contol gt Hoteling Guest On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Call Control Select Hoteling Guest Click On Enter a timeout limit in the Limit Association to field after which the Hotel Guest association ends The Association Timeout must be equal to or less than the Association Timeout of the Hoteling Host Click the Search button This will display a list of Available Hosts To select a host move a name from the Available Hosts column to the Associated Hosts column On the Available Hosts column select the host To set the selected host for Hoteling click Add To save your changes click Apply or OK To deactivate your phone device as a guest click Off To save your changes click Apply or OK CHAPTER9 CALL CONTROL OPTIONS 771 9 16 CONFIGURE HOTELING HOST Use the User Hoteling Host page to configure a user account and its associated device as a host for temporary guest users Welcome Sales Group Administrator Logout sa st Hoteling Host Profile Hoteling Host allows a user to be designated as a host user A user who is assign
220. g to 12 when you then log onto the toolbar again the radio button will read 6 maximum number that can be displayed on the Toolbar however the setting will take the CommPilot no of rings setting 12 Which ever setting Toolbar or CommPilot is the last one configured takes precedence HONE DOESN T RIN HOWEVER INDICATOR S GHUE Check Ring Type is NOT set to Silent Menu Settings Basic Ring Type Scroll onto a ring type press Select Ensure CFA or DND features from the Services button on the Toolbar DON T have Play Ring Reminder when call if forwarded selected Ensure External and Internal Calling line ID features on the Services button of the Toolbar are turned OFF 7 r A NA j Fam nU d a ra J ro i I MAy r 7 IN f ro j MNA T ro LAL A p p p E VfL j f A ES i If LIA T pe CY R eS f f f D C E A E y I VV f ho f a INg J B f ALLA V M f L 1 N VX L INJ A J 7 J l P as See 1 J N A LJ amp Py aaa A Ks L L J ar TN l Ln i L W Press End Call soft key press Resume ALL CALLS ARE COMING THROUGH TO MY MOBILE Ensure CFA and or Remote Office are turned OFF Press the W down arrow then Press Exit Lighten up the Contrast on the phone Menu Settings Basic Contrast CHAPTER 22 KNOWN ISSUES COMMON PROBLEMS 244 3 Press Down soft key CALL HISTORY BUTTON GREYED OUT IN TOOLBAR Ensure Basic Call logs service has been assi
221. g your computers IP Telephony takes this further utilising the VoIP standards to create a carrier grade telephony system where higher level features such as advanced call routing voice mail and contact centres can be utilised Voice and data networks come together into one shared infrastructure Unlike a traditional telephony system you have greater control of the features you want and how they are configured You don t have to rely on expensive engineers or external support for day to day changes to your telephony network 1 1 WHAT IS TIPT Telstra IP Telephony TIPT delivers hosted IP Telephony and applications with a broad and innovative range of features What does this mean for you Most users have access to call control features through their PCs They can determine where they want messages sent including voice mail email or fax As administrator for your group you can do most of the adds moves and changes for users phones and numbers quickly without relying on someone else outside of your group or company CHAPTER 1 WHAT IS IP TELEPHONY 11 THE ROLE OF THE OGA g i A m i A iat F o ai Your organisation has one or more groups that have been set up by Telstra Each group has a number of users and if required the users can belong to departments Each user is assigned the following A phone number A device typically an IP phone User and group services Users can have more than one device
222. g your pre defined criteria Use this service to ring calls from your manager a family member or an important customer on your cell DB Incoming Calls phone alternate business phone or home phone The criteria for each Sequential Ring entry can be a list of up to 12 phone numbers or digit patterns a specified time schedule and a specified holiday schedule All criteria for an entry must be satisfied for the call to enter Sequential Ring phone number and day of week and time of day If the criteria do Outgoing Calls not match the call continues as if this service was not turned on Call Control OK Apply Add Cancel Client Applications 5 Calling Plans Messaging Number of rings for Base Location Utilities v Continue the search process if the base location is busy W Enable caller to skip search process Assumes forwarding or messaging is enabled Location Phone Number SIP URI Number of rings Answer confirmation required By a 2 3 Vv O 3y A a m 5 3 m Active Description Ring Sequentially Calls from Edit No Entries Present OK Apply Add Cancel Group gt Profile gt Users gt Incoming Calls gt Sequential Ring 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Se Click Sequential Ring CHAPTER 7 INCOMING CALL OPTION
223. gate and select the file required for use 12 5 1 TO USE YOUR PHONE TO RECORD YOUR ANNOUNCEMENT 1 Dial the voice portal phone number and provide your extension and or passcode when prompted Follow the instructions for name recording 2 Check the Auto login to Voice Portal when calling from my phone box to enable the auto login option When this is enabled the system recognises the calling user and the password collection phase is skipped 3 To save your changes click Apply or OK 12 6 VOICE PORTAL CALLING Voice Portal Calling allows you to originate calls from the Voice Portal Once you have dialed in to the Voice Portal and authenticated yourself select the Make Call menu option and enter the destination number CHAPTER 12 MESSAGING OPTIONS 108 Group gt Users DCUser1 Welcome Sales Group Administrator Logout se User VoicePortalCalling Profile Voice Portal Calling allows you to originate calls from the Voice Portal Once you have dialed in to the Voice Portal and authenticated yourself select the Make Call menu option and eee rae enter the destination digits incoming Calls Qutgoing Calls OK Apply Cancel Call Control Calling Plans Voice Portal Calling Won Oof D Messaging OK Apply Cancel Utilities Group gt User gt Messaging gt Voice Portal Calling 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any ite
224. gent available currently not supervised and can include agents that are also supervisors Incoming Calls Outgoing Calls Call Control Available Agents Assigned Agents Calling Plans Sales Leigh DCUser2 Summers Anne DCUser1 Add gt Client Applications Remove lt Add All gt gt Remove All ok Apply Cancel Group gt Profile gt Users gt Supervisor 6 Select the agents from the Available Agents column To select several items in sequential order click the first name hold down the SHIFT key on the keyboard and click the last name To select several items but not in a particular order click the names while holding down the CTRL key on the keyboard Click Add To add all users unselected at once click Add All 8 To remove users On the Selected Users column select the users and click Remove To remove all users unselected at once 9 Click Remove All 10 To save your changes click Apply or OK CHAPTER 6 PROFILE MENU 38 m AN r j INCOMING CALL OPTIONS As a Customer Group Administrator you can access the users in your group By logging into each user you have the ability to configure or make changes to all the features they have access to Having the ability to view all users Incoming Call Options allows you to address troubleshooting issues Troubleshooting issues in relation to Incoming Calls setting can be found in the
225. gned to the user USER S CALLING LINE ID IS NOT DISPLAYING FOR OUTGOING EXTERNAL CALLS Ensure the Block Calling Line ID feature in the Services button of the Toolbar is OFF HEADSET DOESN T WORK 1 Ensure headset is plugged into the headset port at the back of the phone 2 Check headset is Enabled Menu Settings Basic Preferences Headset Memory Enabled is ticked 22 1 RVA MESSAGES BUSY TONE WHEN MAKING CALL FROM IP PHONE 1 Check Phone is Registered 2 Check User has Service Packs THE NUMBER YOU HAVE DIALLED IS NOTIN SERVICE WHEN SHORT CODE DIALLING A VALID EXTENSION Voice VPN DialPlan not configured correctly to translate to Short code to FNN YOU ARE NOT ABLE TO MAKE THIS CALL PLEASE CONTACT YOUR SYSTEM ADMINISTRATOR FOR ASSISTANCE Outgoing Call Plan is barring call e g International Numbers LINE JS NOT IN SERVICE PLEASE CONTACT YOURSYSTEM ADMINISTRATOR FOR ASSISTANCE The Intercept Service has been assigned to the Group New Site or User Activations WE RE SORRY YOUR CALL CANNOT BE COMPLETED AT THIS TIME PLEASE HANG UP AND TRY YOUR CALL AGAIN LATER Group s Call Capacity Group limit has been reached THE NUMBER YOU HAVE DIALLED IS NOT IN SERVICE PLEASE CHECK THE NUMBER AND TRY YOUR CALL AGAIN THANK YOU Ensure handset it on hook when dialling you may have entered part of a number which has been sent across the network causing the RVA to be
226. gs configured for the Outgoing and Incoming Calling Plans for the group Digit Strings Profile Create new digit strings and manage existing digit strings that are used to restrict calls in the Incoming Calling Plan and Outgoing Calling Plan Resources Popy Ada Cancel Services 2 s Dele Digit String Acct Auth Codes Name 4 a DSOne tit Edit Call Center Page 1 of 1 D Callina Pian Name Starts With i i OK Apply Add Cancel Group gt Calling Plan gt Digit Strings 1 On the Group Calling Plan menu page Click Digit Strings 2 To delete a digit string check the Delete box for the string 3 To save your changes Click Apply or OK ADD DIGIT STRINGS Use the Group Digit Strings Add page to add digit strings for the Outgoing and Incoming Calling Plans for the group Welcome Sales Group Administrator Logout Options Digit Strings Add Profile Add a new digit string Resources _ Cancel Services Acct Auth Codes Name Call Center Digit String D Calling Plan OK Cancel Group gt Calling Plan gt Digit Strings 1 On the Group Calling Plan menu page Click Digit Strings 2 Click Add CHAPTER 19 CALLING PLAN MENU 210 3 Type data for the digit string An asterisk indicates required data A digit string can contain one or more question marks as a wildcard that represents any digit between 0 9 These wild cards can appear in any p
227. gt Transfer Numbers 1 On the Group Calling Plan menu page Click Transfer Numbers 2 To add modify or delete the transfer numbers for a department with a customized Outgoing Calling Plan edit the Transfer Number text boxes for the department This page lists all departments in your group If your group is part of an enterprise this page also lists any departments created on the enterprise level by your enterprise administrator If you choose to modify the transfer numbers for an enterprise level department your changes will only apply to users in that department that exist within your group 3 To save your changes Click Apply or OK 19 5 INCOMING CALLING PLAN e List Add Modify and Delete Incoming Calling Plan The settings on the Incoming Calling Plan define the types of calls that are allowed to reach the group and departments For example the Incoming Calling Plan determines whether users in your group or department can accept calls from outside the group For all incoming calls the call type is compared to the set of allowed incoming calls in the plan If the call type is not in the set the call is denied and an appropriate message is played to the originating party LIST ADD MODIFY AND DELETE INCOMING CALLING PLAN Use the Group Incoming Calling Plan page to list add modify or delete the current settings for the Incoming Calling Plan for the group and departments A checked call type indicates that
228. have more than one call at a time directed to them Agents must also have their Call Waiting feature in their user profile also selected The Group Policy options configure the call distribution pattern for incoming calls Click the button for the type of setup you want CHAPTER 16 SERVICES MENU 164 POLICY DESCRIPTION Regular Sends incoming calls to the next available member of the hunt group Circular Sends incoming calls to users according to their position on a list After a call has been sent to the last user on the list the next call is sent to the user at the top of the list Simultaneous Sends incoming calls to all user numbers at the same time Once the call has been answered the remaining calls to other user are released Uniform Sends the current incoming call to the user who has been idle the longest After a user has answered a call they are moved to the bottom of the call queue Weighted Call Distribution Assigns calls randomly to users according to percentages you assign on the Hunt Group Weighted Call Distribution page 8 The No Answer Settings configure how the service behaves if a user does not answer a call INPUT BOX DESCRIPTION Skip to next agent after X Check this box to have the system pass incoming unanswered calls to the next user determined rings by the current group policy after the specified number of rings Forward call after waiting X Check this box to forward calls that have not been ans
229. he series completion group Telstra IP Telephony acts like a Key System LIST SERIES COMPLETION GROUPS Use the Group Services Series Completion page to list all current series completion groups From this page you can add modify or delete a group Welcome Sales Group Administrator Logout Options z a Series Completion Profile Create a new series EEE n group and manage existi png series completion groups This service is used a support system functionality that can forward calls a selected enema series of lines when lines are busy Key systems typica ing available lines in a specified order for incoming calls regardless of the number dialed to reach the c BP Services OK Add Cancel Acct Auth Codes Group Name Edit No Entries Present Call Center OK Add Cancel Calling Plan Utilities Group gt Services gt Series Completeion 1 On the Group Services menu page Click Series Completion 2 To display the previous page click OK or Cancel ADD ASERIES COMPLETION GROUP Use the Group Series Completion Add page to add a series completion group Welcome Sales Group Administrator Logout Options a Series Completion Add Profile Create a new series completion group Resources ok Cancet BD Services Acct Auth Codes Call Center Calling Plan Enter search criteria below vuttie
230. he Group Call Center menu page Click Call Centers Select the required call centre to Edit Click Call Application Policies gt p a Click OK CHAPTER 18 CALL CENTRE MENU 200 18 15 CALL POLICIES Use the Call Center Call Policies page to view Call Policies enabled for a user Group gt _Call Centers CC_DC Welcome Sales Group Administrator Logout Options Call Policies D Profite View or modify Call Policies for the User Routing Policies a Apply Cancel E Connected Line Identification Privacy on Redirected Calis No Privacy Privacy For External Calls Privacy For All Calls Send Call Being Forwarded Response on Redirected Calls S Never Internal Calls All Calls OK Apply Cancel Group gt Call Center menu gt Call Centers gt Call Policies On the Group Call Center menu page Click Call Centers Select the required call centre to Edit Click Call Policies O NDN For Connected Line Identification Privacy on Redirected Calls select either No Privacy Privacy for External Calls Privacy for All Calls 9 For Send Call Being Forwarded Response on Redirected Calls select either Never Internal Calls All Calls 10 To save your changes Click Apply or OK 18 16 DISTINCTIVE RINGING Use the Call Center Distinctive Ringing page to configure the call centre distinctive ringing for calls routed to agents Group gt Call Centers CC_DC Welcome Sales Group Administrator Logout Dist
231. heck box to join the Call Centre or if selected click the check box to un join the Call Centre 13 To save your changes click Apply or OK CHAPTER9 CALL CONTROL OPTIONS 76 9 15 HOTELING GUEST Hoteling is useful for transient employees Hoteling Guest allows a user to associate their service profile with a Hoteling Host user This allows the guest user to use the host s device with the guest user s service profile The Hoteling Host and Hoteling Guest services also cannot be active on the same user account The Hoteling Guest service has precedence and TIPT prevents the account from being associated with a Hoteling Host as well This feature eliminates this restriction and allows the two services to operate simultaneously on the same user account A Hoteling Guest can specify a time limit to associate with the Hoteling host by entering a time in hours in the Limit Association to field h eee R TTS 10 11 12 13 14 Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options n Hoteling Guest Profile Hoteling Guest allows a user to associate their service profile with a Hoteling Host user This allows the guest user to use the host s device with the guest user s service profile This oraaa Cae is useful for transient employees incoming Calls Outgoing Calls ok Apply Cancel D Call Control Calling Plans Hotelin
232. heir incoming phone calls to another number such as a mobile phone or administrative assistant when they do not answer their phone After dialing the assigned code the user dials the phone number where they want their calls to be redirected CHAPTER 20 UTILITIES MENU 228 Call Forwarding No Answer Deactivation allows users to turn Call Forwarding No Answer off After deactivation calls ring on the user s phone unless the user has set up another service such as Call Forwarding Busy Call Forwarding Always or Do Not Disturb Call Forwarding No Answer Interrogation allows users to dial the Feature Access Code to find out what their Call Forward No answer setting currently is set at Call Forwarding No Answer to Voicemail Activation allows users to redirect their incoming phone calls to Voicemail when they do not answer after a specified number of rings Call Forwarding No Answer to Voicemail Deactivation allows users to turn Call Forwarding No answer to Voicemail off After deactivation calls ring on the user s phone unless the user has set up another service such as Call Forwarding Always or Do Not Disturb Call Forwarding Not Reachable Activation allows a user to specify an alternative number that incoming calls will be directed should their phone be not reachable i e the network is unavailable Call Forwarding Not Reachable Deactivation allows users to deactivate the Call Forwarding Not Reachable service Call Forwarding No Reach
233. hone list in summary form 2 To print the directory Use the browser s print feature 3 To close the page click x in the right hand corner TO DISPLAY OR PRINT A DETAILED GROUP OR ENTERPRISE DIRECTORY 1 Click Group Enterprise Directory Detail The Group Enterprise Directory Detail displays a group phone list in detail 2 To print the directory Use the browser s print feature To close the page click x in the right hand corner 4 Click OK 13 5 INTERCEPT USER CHAPTER 13 UTILITIES OPTIONS 114 Use the User Intercept User page to decommission phone numbers while at the same time providing information to the caller For example when a user left the company the caller could hear a message that calls for that user are being directed to another person A phone number could accompany that message Another example is if a user has moved to another department and cannot forward calls this service can be set up to play an announcement that includes the new number oS SS E a Group gt Users DCUser1 Welcome Sales Group Administrator Logout ae Intercept User Intercept User allows your administrator to gracefully take your phone out of service while providing callers with informative announcements and alternative routing options Depending on service configuration none some or all incoming calls to the specified user are intercepted Also depending on service configuration outgoing calls are intercepted or re
234. hony Toolbar 2 10 1 DISPLAY THE TOOLBAR IN INTERNET EXPLORER IE The toolbar runs in Outlook and or IE The features and functionality are the same in both applications The toolbar settings allow you to automatically log in to TIPT when you start the application The step by step instructions for Installing the Telstra Telephony Toolbar are included in the Installing and Uninstalling the Telstra Telephony Toolbar QRG CHAPTER 3 CUSTOMER NETWORK AND DEVICES 17 CHAPTER 4 BROADWORKS OVERVIEW 3 1 ROLE LOCATION PATH TIPT provides a cascading system of user types or roles in which the top role system provider can perform any system function followed by roles that in turn can perform a subset of the functions than the preceding role system provider Enterprise enterprise administrator group administrator department administrator and finally User One person can perform more than one role In the following example the current user role is Group group administrator who is modifying the profile of a user Logon Pane Group Administrator Modifying the User Profile for a User You use the role location path to identify your location in the CommPilot web interface and to display different options and menu pages In this example to display the options and Profile menu page for the group administrator rather than the data for a user click Group in the role location path 3 2 HELP HOME LOGOUT LINKS The Help Home and
235. ick Edit or any item on the row for the group 3 To delete the group click Delete 4 Click OK or Cancel to return to the previous page 16 16 THIRD PARTY VOICE MAIL SUPPORT Use this item on the Group Services menu page to enable or disable a third party voice mail system for a group Welcome Sales Group Administrator Logout Options Third Party Voice Mail Support Profile Allows an administrator to enable or disable a third party voice mail system for a group Resources OK Apply Cancel BP Services Acct Auth Codes greet Call Center Calling Plan ok Apply Cancel Utilities Group gt Services gt Third Party Voce Mail Support 1 On the Group Services menu page Click Third Party Voice Mail Support 2 Click On to enable Off is set as the default 3 To save your changes Click OK 16 17 TRUNK GROUP Trunk Groups can only be created by Telstra CHAPTER 16 SERVICES MENU 179 Welcome Sales Group Administrator Logout Trunk Group Create a new trunk group and manage existing trunk Group gt Services gt Trunk Call CHAPTER 16 SERVICES MENU 180 CHAPTER 17 ACCT AUTH CODES MENU This chapter contains sections that correspond to each item on the Group Acct Auth Codes menu page Welcome Sales Group Administrator Logout Options Acct Auth Codes Profile Resources Basic Services Adminis
236. ick Search to display a list of users in your group 3 Click Edit or any item on the row for the user 4 Click Incoming Calls 5 Click Priority Alert 7 18 1 TO ADD NUMBERS 1 Click Add CHAPTER 7 INCOMING CALL OPTIONS 53 a es 6 7 18 2 1 2 3 Welcome Sales Group Administrator Logout Group gt _Users DCUserl Options Profile BD Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Priority Alert Add Allows you to add a priority alert entry Specify the time schedule and or holiday schedule you would like a priority alert to occur Also you can have a priority alert occur when only specified numbers call or all external numbers call If you need more than 12 numbers or more distinct time or holiday periods you can create multiple priority alert entries Use priority alert Do not use priority alert Selected Time Schedule Every Day All Day Vv Selected Holiday Schedule Calls from Any external phone number O Following phone numbers _ Any private number _ Any unavailable number Specific phone numbers OK Cancel Group gt Profile gt Users gt Incoming Calls gt Priority Alert Enter a Description Select User priority alert or Do not use priority alert Select a Time or Holiday Schedule if required Specify in the Calls From field Any external phone number
237. ify a phone number for the Auto Attendant Use the Group Auto Attendant Profile Addresses menu page to specify a phone number for the Auto Attendant Group gt Auto Attendant Sales Welcome Sales Group Administrator Logout Options Auto Attendant Addresses Addresses allows you to view and maintain your phone number and other identities that are used to make and receive calls Extension b Profile Aliases sip model ipvs net Vv sip le model ipvs net V sip model ipvs net v Group gt Services gt Auto Attendant gt Addresses 1 On the Group Services menu page Click Auto Attendant 2 Click Edit or any item on the row for the auto attendant 3 Click Addresses 4 Click on the dropdown arrow and select a phone number the Extension field automatically populates 5 To save your changes click Apply or OK Modify an Auto Attendant Use the Group Auto Attendant Modify page to delete or modify an auto attendant From this page you modify the greeting and dialing menu for coverage of the business hours of the auto attendant 1 On the Group Services menu page Click Auto Attendant CHAPTER 16 SERVICES MENU 147 2 Click Edit or any item on the row for the auto attendant Click Profile 4 To change the auto attendant ID click Change User ID The Group Change User ID page displays Enter the new auto attendant ID select the domain from the drop down list
238. igure the CommPilot Call Manager settings for your group s users Provide key system functionality by hunting through a set of lines according to a pre arranged order Hunt Group i i i Automatically process incoming calls received by a single phone number by distributing Third Party Voice Mail Support them among a group of users or agents Enable users to send busy and unanswered calls to a third party voice mail system LDAP Integration Trunk Group Enable users to access contact names and phone numbers from an external LDAP Allows a group of users on a device to have a restricted number of active calls directory using their CommPilot Call Manager Music Video on Hold Play an uploaded audio music or video file for callers on hold Voice Messagin Enable users to record messages for incoming calls A message can be recorded when the call is not answered within a certain number of rings when the user s phone is busy or when transferred directly to the user s voice mail Voice Portal Allow users to call from any phone so that they can use and configure their user services Group gt Services Menu Use the items on the Group Services menu page to configure services for example one or more auto attendants or call centers and configure special functions such as a user s ability to access an external directory and series completion The Group Services menu page contains these items BASIC MENU This menu displays the i
239. ilable Ensure Silent Prompt is not selected Select Silent prompt to make the prompt for calling address password and destination address silent Ensure Prompt for Passcode is not selected Select Prompt for Passcode to have the portal prompt for a passcode once the user is identified Click OK SELECTING AN ANYWHERE PORTAL NUMBER 1 Click on the Portal name that appears in the Portal list CHAPTER 16 SERVICES MENU 174 Welcome Sales Group Administrator Logout Options BroadWorks Anywhere Create a new BroadWorks Anywhere portal and manage existing portals Active Profile Resources D Services Name Phone Number Extension Department Edit Acct Auth Codes ivj Call Center Calling Plan Utilities Group gt Services gt BroadWorks Anywhere 2 Click Edit 3 Click on the Addresses link in the Portal Profile menu 4 Click on the drop down arrow in the Phone Number field and select a phone number for the Portal The Extension field is automatically populated Group gt BroadWorks Anywhere 12346 Welcome Sales Group Administrator Logout Options BroadWorks Anywhere Addresses Addresses allows you to view and maintain your phone number and other identities that are used to make and receive calls Phone Number Extension Aliases sip model ipvs net V sip le model ipvs net V sip model ipvs net V D Profile oc ave ca
240. ile gt Departments 1 On the Group Profile menu page Click Departments 2 Click Add 3 Type the name of the department 4 Use the Parent Department drop down list box to create the new department under an existing department Departments are listed with their parent departments if any For example the listing for a department named Pre Sales with the parent department Sales appears as follows Sales Pre Sales If your group is part of an enterprise departments within your group are listed with your group name in parentheses For example if your group is named DEF Distributing the listing for a department named Public Relations appears as follows Public Relations DEF Distributing This distinguishes departments created at your group level from departments created at the enterprise level by your enterprise administrator 5 To save your changes click OK CHAPTER 14 PROFILE 120 Use the Group Departments Modify page to delete or modify a department On the Group Profile menu page Click Departments Select the Department to be modified or deleted To edit the name for the department type a different name Use the Parent Department drop down list box to move the department under an existing department Departments are listed with their parent departments if any For example the listing for a department named Pre Sales with the parent department Sales appears as follows Sales Pre Sales lf your group is part
241. in the Load audio personal greeting text box or click Browse to select a file on your computer For No Answer Greeting Selecting System greeting Default setting callers hear the system s standard greeting when your phone is busy If you choose Unavailable greeting type the path and file name of a WAV file with your greeting in the Load Unavailable greeting text box or click Browse to select a file on your computer For Alternate No Answer Greeting enter the Greeting Name and click Browse to select a file on your computer From the drop down list set the number of rings callers hear before they are directed to voicemail and your greeting plays The maximum number of rings available is 20 To save your changes click Apply or OK 12 4 VOICE MANAGEMENT Voice Management allows you to specify how to handle your messages Use Unified messaging if you want to use your phone to retrieve messages You can also just choose to send the message to your e mail and not use the phone for messaging CHAPTER 12 MESSAGING OPTIONS 106 ee eS Group gt Users DCUser1 Welcome Sales Group Administrator Logout sa ti Voice Management Profile Voice Management allows you to specify how to handle your messages Use Unified messaging if you want to use your phone to retrieve messages You can also just choose to send ee Calis the message to your e mail and not use the phone for messaging Note that the message se
242. in the dialing menu on an upper level lead to the phone numbers for auto attendants at the next level down There is an inbuilt system parameter to prevent the infinite Auto Attendant redirection loop Auto Attendant to another Auto Attendant Use the Group Services Auto Attendant page to list the current auto attendants configured for your group On this page you can also activate or deactivate current auto attendants From this page you can add modify or delete an auto attendant CHAPTER 16 SERVICES MENU 141 Welcome Sales Group Administrator Logout se Auto Attendant Profile Create or modify an automated receptionist to answer the phone and provide personalized messages to callers A group can have multiple auto attendants configured either individually or integrated into a multi level auto attendant For example an enterprise s main Auto Attendant can be configured to seamlessly route to an Auto Attendant fora Resources x E particular department or location D Services Acct Auth Codes newe e Video Name Typ Phone Number Extension Department Edit Call Center WI Sample Basic Edit Calling Plan 5 Utilities Group gt Services gt Auto Attendant 1 On the Group Services menu page Click Auto Attendant 2 To activate or deactivate an auto attendant check or uncheck the Active box 3 To save your changes click Apply or OK Add an Auto Attendant Use the Group Services Auto Att
243. inctive Ringing gt Profis Configure the call center distinctive ringing policies for calls routed to the agent Routing Polici Apy __ Cancel Calling Plans _ Enable distinctive ringing for call center calls OK A Cancel Group gt Call Center menu gt Call Centers gt Distinctive Ringing 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Click Distinctive Ringing 4 Click Enable distinctive ringing for call centre calls if required CHAPTER 18 CALL CENTRE MENU 5 Click the Ring Pattern drop down arrow and select the ring pattern Long Long Short Short Long Short Long Short 6 To save your changes Click Apply or OK 18 17 ROUTING POLICIES From the Routing Policies menu a Customer Administrator can configure Bounced Calls Overflow calls and Stranded calls Bounced calls allow a CGA to configure how calls unanswered by Agents are handled The Overflow feature enables a CGA to configure the routing policy when a large number of calls have been received or call have been waiting longer than a configure threshold Stranded Calls are calls stranded in the queue when all agents are signed out Stranded Calls Unavailable are calls stranded in the queue when all the agents are unavailable Group gt Call Centers j ne Sales Group Administrator Optons Routing Policies D Routing Pohcies ACD Queue n pl None of the menu iterns in this c
244. ing calls Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Profile Incoming Calls Outgoing Calls Call Control BP Calling Plans Client Applications Messaging Utilities Transfer Numbers Create transfer numbers for users that are used on outgoing calls as specified in the Outgoing Calling Plan OK Apply Cancel Transfer Number 1 Transfer Number 2 Transfer Number 3 OK Apply Cancel Group gt User gt Calling Plans gt Transfer Numbers CHAPTER 10 CALLING PLAN OPTIONS 93 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Calling Plan Click Transfer Numbers To make the user settings editable check the Custom Settings check box Enter the desired numbers in the boxes provided To save your changes click Apply or OK Note Unchecking the Custom Settings box and saving your changes by clicking OK or Apply will delete all transfer numbers currently assigned to the selected user CHAPTER 10 CALLING PLAN OPTIONS 94 CHAPTER 11 CLIENT APPLICATIONS OPTIONS The User Client Applications menu contains the following items Based on the Service Pack and the services features a user has assigned to them will determine the features that are available in this menu The following list is based on a user having Telstra Telephony Too
245. ing Enter the Voice portal extension number Press Enter your Customer Group Administrator pin Follow the prompts and select Auto Attendant If you have multiple Auto Attendants select the Auto Attendant you want to re record the greeting for Follow the prompts to record your Business hours greeting Follow the prompts to record your After hours greeting 16 2 EXCHANGE INTEGRATION Use this item to Configure the Exchange Integration settings for the miIRECEPTION client integration Exchange Integration enhances the monitoring capability of the miRECEPTION client to display the calendar presence of the signed in user and their monitored contacts The monitored contact s display also shows the business day calendar of the contact Exchange Server access is configured at Group level by CGA Exchange admin account with access to users being monitored CHAPTER 16 SERVICES MENU 149 System gt _enterprisel gt groupl Welcome Exchange Integration Configure the Exchange Integration setting for client integration Exchange Integration Exchange URL Exchange User Name Exchange User Password Group gt Services gt Exchange Integration 1 On the Group Services menu page Click Exchange Integration 2 Select On 3 Update the fields for Exchange URL Exchange User Name and Exchange User Password 4 To save your changes click Apply or OK 16 3 CALL PARK Use this item to Configure Enterprise Directory Display Call
246. ing Plan page to list add modify or delete the current settings for the Outgoing Calling Plan for the group and departments All new users receive the privileges assigned to the Group Default or if assigned to a department they receive the privileges assigned to that department CHAPTER 19 CALLING PLAN MENU 214 Welcome Sales Group Administrator Logout Outgoing Calling Plan Customize the Outgoing Calling Plan for the group and or departments Resources ean aaa Call Center Dee Grae incall Toll Toll I nternational Perator Chargeable Directory Special Special Premium Premium c I URL TEn D Callina Plan ie Free Assisted Assistance ServicesI ServicesII Services I Services II Dialing Default MAa Y Y Y vy Tr Y 7 Y v Y v N v N N Y Y utilits Select from drop down list to permit call type Users can be configured with their own custom settings in user level Calling Plan Legend Allow Block N Authorization code required A Transfer to ist transfer number T1 Transfer to 2nd transfer number T2 Transfer to 3rd transfer number T3 Group gt Calling Plan gt Outgoing Calling Plan A definition of each call type is provided below 07 1 A d DESCRIPTION Group Calls from within the user s business group Local Calls within the local calling area Toll Free Free calls to numbers beginning with 1800 Toll Calls outside the local calling area International Chargeable calls to other countries
247. ing rules to apply to the format of the passcode Indicate whether a password cannot be the repeated digits for example 4444 A check mark means the password cannot be repeated digits The default is no check mark Indicate whether a password cannot be the user s own extension or phone number A check mark means the password cannot be the user s own extension or phone number The default is no check mark Indicate whether a password cannot be the user s own extension or phone number reversed A check mark means the password cannot be the user s own extension or phone number reversed The default is no check mark Indicate whether a password cannot be the old passcode A check mark means the password cannot be the user s old passcode The default is no check mark Indicate whether a password cannot be the reverse of the old passcode A check mark means the password cannot be the user s old passcode reversed The default is no check mark Indicate the minimum and maximum number of characters for passcodes Select the minimum and the maximum number of characters from the drop down lists Select Never to indicate that passwords do not expire Otherwise select After and type the number of days before passwords expire in the input box The default value is Never Select Never to indicate that login attempts are not disabled Otherwise select After and select the number of login attempts from the drop down list The default value is Ne
248. ion Email Addresses ok Apply Cance Group gt Call Center menu gt Call Centers gt Thresholds CHAPTER 18 CALL CENTRE MENU 193 On the Group Call Center menu page Click Call Centers Select the required call centre to Edit 2 3 Select Thresholds 4 To enable the thresholds check On to disable thresholds check Off THRESHOLDS DESCRIPTION Current Calls in Queue This is the number of calls in the queue Specify number of calls for Yellow threshold first level and Red threshold second level Current Longest Waiting Call This is the waiting time of the call that has been in the queue the longest Specify time in seconds for Yellow 200 threshold first level and Red threshold second level Estimated Waiting Time This is the estimated time a caller has to wait in the queue before their call is answered Specify time in seconds for Yellow threshold first level and Red threshold second level Average Handling Time This is the average time it takes to process a call in the queue Specify time in seconds for Yellow threshold first level and Red threshold second level Average Speed of Answer This is the average time a caller spends in the queue before the call is answered by an agent Specify time in seconds for Yellow threshold first level and Red threshold second level 5 Select Enable Email Notification if required and enter Email Addresses for notification
249. ions pane and Content pane display below the logo pane Welcome Sales Group Administrator Logout Options i Profile D Profile 5 Basic Advanced esources Sarina Users Call Processing Policies Add modify or remove users Configure group level Call Processing Policies Acct Auth Codes i i Profile Communication Barring Auth Codes Call Center View or modify your group profile information Configure group level Communication Barring Authorization codes Calling Plan Change Password Dial Plan Policy ae Change your password Configure group level Dial Plan Policy Administrators Dialable Caller ID Add modify or remove group administrators and department administrators Automatically prepend digits to the incoming caller ID of public calls so the caller ID is f presented in dialable format Departments Add modify or remove departments in your group Schedules Add modify or remove schedules Options Pane Left and Content Pane Right The Options pane displays options each of which has a menu associated with it Clicking an option for example Profile highlights the option and displays its associated menu Profile on the content pane Menu items display as links to related pages Note The options displayed on the Options pane change depending on the role of the user system provider enterprise administrator Enterprise group administrator department administrator and user their locati
250. is not required for a period of time Once a call centre has been created it can be made inactive or reactivated at any time 1 2 On the Group Call Center menu page Click Call Centers Ensure the Active checkbox that relates to the Call Centre you want to make inactive does NOT have a tick To save your changes click Apply or OK Welcome Sales Group Administrator Logout Call Centers Profile Create a new call center or manage existing call centers You can configure a call center to allow agents to log in and out to queue incoming calls that cannot be answered R immediately to re direct calls when the group cannot accept calls and to provide music or video for callers on hold esources Services OK Apply Add Basic Add Standard Add Premium Add Call Center Wizard Cancel Acct Auth Codes Active Name Type Video Phone Number Extension Department Edit D Call Center 4 cc_pc Standard Calling Plan ok Apy Add Basic Add Standard Add Premium AddCall Center Wizard Cancel _ iliti Group gt Call Center menu gt Call Centers 18 20 TO CHANGE THE CALL CENTRE ID 1 SS SS On the Group Call Center menu page Click Call Centers Select the required call centre to Edit Click Profile Click Change User ID Enter the new call centre ID select the domain from the drop down list and then click OK To modify other profile information type or select information for the call centr
251. k Edit or any item on the row for the user Click Incoming Calls Click Call Forwarding Not Reachable Click On to activate the feature Enter a number into the Call Forward to phone number field ees S N To save your changes click Apply or OK 7 10 CALL NOTIFY Send an e mail with the caller s name and number to a specified e mail address when pre defined criteria such as phone number time of day or day of week are met CHAPTER 7 INCOMING CALL OPTIONS 45 7 10 1 GE P o oe P N Group gt _Users DCUser1 Welcome Sales Group Administrator Logout D Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities st dat Call Notify Profile Call Notify allows you to send a notification e mail containing the caller s name and number if available when the call matches your pre defined criteria Use this to create an archive of callers or to determine if you missed any important calls The criteria for each Call Notify entry can be a list of up to 12 phone numbers or digit patterns a specified time schedule and a specified holiday schedule All criteria for an entry must be true for an e mail to be sent phone number and day of week and time of day Co Active Description Call Notify Calls from Edit No Entries Present OK Apply Add Cancel Group gt Profile gt Users gt Incoming Calls gt Call Notify On the Group Profile menu page Cli
252. k Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Utilities Click Authentication Enter the user s authentication user name While this name is separate from the user ID which is used at system login and is listed in the user s Personal Profile page the user name and user ID can be the same Type the new authentication password The password does not appear as you type on your keyboard a displays for each character typed Example ae Note The maximum length for a password for the Authentication service is 20 characters Re type the new authentication password again 8 To save your changes click Apply or OK 13 2 BASIC CALL LOGS Baisc Call Logs displays the most recently received missed or placed calls and also allows deletion of call logs Click on the appropriate tab to see the desired type of logs 1 Welcome Sales Group Administrator Logout Group gt _Users DCUserl1 Options Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging BP Utilities Basic Call Logs Basic Call Logs displays the most recently received missed or placed calls and also allows deletion of call logs Click on the appropriate tab to see the desired type of logs Select All Deselect All Delete Name Phone Number Date Time No Entries Present OK Apply Cancel Group gt User
253. king Calling Name Retrieval Add All gt gt Call Notify Connected Line Identification Restriction W Remove All Custom Ringback User OK Apply Cancel Group gt Services gt Hunt Group gt Assign Services On the Group Services menu page Click Hunt Group Click Edit or any item on the row for the hunt group Click Assign Services Assign services for the hunt group To assign the selected services click Add gt To assign all services unselected at once click Add All gt gt To unassign services select the services and click Remove lt To unassign all services unselected at once click Remove All lt lt To save your changes Click Apply or OK CHAPTER 16 SERVICES MENU 162 Configure Incoming Calling Plan Incoming Calling Plan allows you to view the calling plan rules for your incoming calls Only your administrator can change the call types that are permitted 1 2 3 4 5 Group gt _ Hunt Groups 12345 Welcome Sales Group Administrator Logout Options 5 P Incoming Calling Plan Profile Incoming Calling Plan allows you to view the calling plan rules for your incoming calls Only your administrator can change the call types that are permitted BP Calling Plans i ok Ammy __Cancet_ Permitted Name Y Calls From Within Enterprise Yv Calls From Outside Enterprise Y Collect Calls SA DSOne Allow Y Partial Allow only if transferred by a group user
254. l control features A user has the option to launch both CallManager and Attendant Console together or separately on login depending on the licence they have been assigned Group gt Users DCUser1 Welcome Sales Group Administrator Logout tt Attendant Console Attendant Console allows you to use the console to view call activity on a call not on a call or do not disturb for selected members in your group In addition if permitted by your P administrator you can view the details of member calls such as the number of calls the name and number of the callers and how long the call has been active To personalize the Incoming Calls s i console you can modify which columns are shown Profile Outgoing Calls Call Control OK Apply Cancel Calling Plans b Client Applications T ii Launch Attendant Console with CommPilot Call Manager on Login pp Seeeeeen oH Allow User to Configure Call Details Messaging W View Call Details Utilities Enter search criteria below Available Users Monitored Users Add gt Remove lt Add All gt gt Remove All Available Columns Displayed Columns Department Add gt Status E mail Name Mobile Remove lt Number Pager OO Extension Title as Action Add All gt gt Remove All Move Up Move Dowr ok Apply Cancel G
255. lay The Call Manager is a web based service for individual call management You can use it to dial and answer calls place calls on hold transfer or conference calls You can also enable features such as Do Not Disturb Call Forward Always Remote Office and CommPilot Express Profiles It can be used as a standalone application or in conjunction with Attendant Console The Attendant Console is a visual PC web based application that enables you to monitor phone activity of the users in your group that you have been assigned to monitor It also enables you to view call statistics of monitored users including duration of calls and number of calls The CommPilot Call Manager offers users in your group access to the Group Directory through the GROUP tab If your group is part of an enterprise the CommPilot Call Manager instead offers access to the Enterprise Directory through the ENTERPRISE tab Configure access to these directories using the Group CommPilot Call Manager page CHAPTER 16 SERVICES MENU 154 Configure Enterprise Directory Display The ENTERPRISE tab in the CommPilot Call Manager displays the contents of the enterprise directory lists the contents of department and web directories and can be used to search for individual names An enterprise directory search displays up to 100 results You can use the Group CommPilot Call Manager page to restrict the information displayed in the ENTERPRISE tab or hide the tab altogeth
256. lay to callers Select Default Announcement to play the following announcement The number you are trying to reach is out of service To upload a custom announcement select Personal Announcement Type the path and file name of a WAV file with your greeting in the Load Personal Audio Announcement text box or click Browse to select a file on your computer If your Intercept Group service has video support enabled you can also type the path and file name of a MOV file with your greeting in the Load Personal Video Announcement text box or click Browse to select a file on your computer Choose Inbound Calls to set how inbound calls to the user will be handled Select the required option Intercept All Inbound Calls Allow Inbound Calls from system Defined Phone Numbers CHAPTER 13 UTILITIES OPTIONS 115 Allow Inbound Calls Partial Intercept Use Alternate Outbound Blocking Announcement Route to Voicemail Play New Phone Number enter the desired number in the box provided Transfer on 0 to Phone number enter the desired number in the box provided 10 Choose Outbound Calls to set how outbound calls from the user will be handled Select the required option Block All Outbound Calls Route to Phone Number enter the desired number in the box provided Allow Outbound Local Calls 11 To save your changes click Apply or OK 13 6 REGISTRATIONS Displays all the static and dynamic registrations for a user Group gt _Users
257. lback To save your changes click Apply or OK 8 2 CALL RETURN This feature is currently unavailable Group gt _ Users DCUseri Options Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Welcome Sales Group Administrator Logout Call Return Call Return allows you to call the last party that called whether or not the call was answered To call back the last party that called just dial the call return feature access code see your Feature Access Code page If the calling number is not available you receive an error message This service has no configuration Group gt User gt Outgoing Calls gt Call Return 8 3 LAST NUMBER REDIAL This feature is currently unavailable Group gt _Users DCUserl1 Welcome Sales Group Administrator Logout Options Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Last Number Redial Last Number Redial allows you to redial the last number you called by clicking the Redial button on your CommPilot Call Manager or by dialing the feature access code This service has no configuration Group gt User gt Outgoing Calls gt Last Number Redial CHAPTER 8 OUTGOING CALLS OPTIONS 62 8 4 LINE ID BLOCKING The Calling Line ID Delivery Blocking allows you to block your number from being shown when cal
258. lbar BroadWorks Assitant Enterprise Attendant Console Call Centre Agent and Supervisor additional features being assigned Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Client Applications Profile Incoming Calls Basic Advanced Outgoing Calls Attendant Console BroadWorks Agent Provide a web based client that monitors phone status and details for specific users in BroadWorks Agent is a client that enables users to perform typical call center agent Call Control your group activities call control basic reporting and service configuration Also displays which users are call center supervisors for the agent Calling Plans Busy Lamp Field Allows monitoring user phone status via a SIP Attendant Console Phone BroadWorks Supervisor D Client Applications BroadWorks Supervisor is a call center supervisor soft client allowing call control advanced Comm Pilot Call Manager reporting and service configuration Allows the user to manage call center agents Messaging Provide a web based client for a user instead of using star codes or pressing the flash ami hook The client provides a visual graphical user interface that is used to initiate BroadWorks Receptionist Enterprise Utilities manipulate and release calls BroadWorks Receptionist Enterprise is an advanced Attendant Console designed to meet the specific needs of an operator including advanced call control conta
259. lds provided and click Search 2 If your group is part of an enterprise your hunt group may include any user in the enterprise 3 Assign users To assign the selected users click Add gt To assign all users unselected at once click Add All gt gt Note If your hunt group uses the Weighted Call Distribution policy your new user will be assigned a percentage value of 0 and therefore will receive no calls until you alter this value on the Hunt Group Weighted Call Distribution page UNASSIGN USERS 1 On the Assigned Users column select the users and click Remove lt To unassign all users unselected at once click Remove All lt lt 2 To save your changes Click Apply or OK To delete the Hunt Group 1 On the Group Services menu page Click Hunt Group 2 Click Edit or any item on the row for the hunt group 3 Click Profile on the Options menu then click Profile 4 To delete the hunt group click Delete 5 Click OK to display the previous page 16 7 LDAP INTEGRATION Use this menu item on the Group Services menu page to enable a user to Enable or disable the LDAP directory tab if using CommPilot Call Manager The LDAP Integration feature enables users to access contact names and phone numbers from an external LDAP directory using their CommPilot Call Manager Welcome Sales Group Administrator Logout Options LDAP Integration Profile Enable or disable the LDAP directory tab for users with the Com
260. le3 Clear File4 Clear External Source OK Apply Cancel Group gt Call Center menu gt Call Centers gt Announcements Select Enable music or video on hold for queued calls Audio Default is selected indicating that the default will be played To select an alternative ensure the message has been pre recorded and saved as a wav file The wav file needs to be in the following format CCITT u Law 8 000 kHz 8 bit Mono Click Custom Click the Browse button Type the path and filename of the wav file OR Navigate to where your recording wav file is saved Select the file Click Use Alternate source for Internal calls if you require internal callers to hear different music on hold Select Custom Click the Browse button Type the path and filename of the wav file OR Navigate to where your recording wav file is saved CHAPTER 18 CALL CENTRE MENU 197 42 Select the file OR 43 Click External source and select the Identity Device Profile MESSAGE SYSTEM ANNOUNCEMENT OR AUDIO SOURCE Entrance message Your Call is very important to us please wait for the next available agent or press zero to leave a message Periodic comfort message Your Call is very important to us please wait for the next available agent Music Video On Hold Audio source selected for the Music Video On Hold service 44 To save your changes Click Apply or OK 18 11 VOICE PORTAL Use the Call Centre Voice portal page to set a Pers
261. lect information for the call centre An asterisk indicates required data Call Centre ID Enter an ID for the Call Centre do not use spaces the length of the ID can be between 6 80 characters Name Enter a name for the Call Centre do not use spaces the length can be between 6 80 characters Calling Line ID Last Name Enter the Last Name Calling Line ID this will display when an incoming call displays on your handset Calling Line ID First Name Enter the First Name Calling Line ID this will display when an incoming call displays on your handset Initial Password Enter an initial password must be at least 6 characters Retype Password Retype your initial password as confirmation Department Select a Department from the drop down list if required Select the Language that is the language in which service specific messages are played during calls to the call centre Default is English U S English unless configured otherwise Time Zone Select the relevant Time Zone 4 The Group Policy options configure the call distribution pattern for incoming calls Click the radio button for the type of setup you want CHAPTER 18 CALL CENTRE MENU 185 POLICY DESCRIPTION Circular Sends incoming calls to agents according to their position on a list After a call has been sent to the last agent on the list the next call is sent to the agent at the top of the list Regular Sends incoming calls to the next available agent Simul
262. lect the Selected Time Schedule Check any numbers or enter the phone numbers that trigger Selective Call Acceptance Click OK For Selective Call Rejection follow the steps above except select Selective Rejection on the Incoming Calls menu page Remember Selective Call Rejection specifies the numbers for which you will not accept calls 23 2 2 CALL FORWARDING SELECTIVE h eS SP Example A service technician is going to be on the road all day She is expecting a call from her boss regarding a possible promotion and does not want to miss the call She setup her Call Forwarding Selective service to send only the calls from her boss to forward to her mobile phone All other calls can go to Voice Messaging Exercise Selective Call Forwarding allows you to forward calls from specified phone numbers to another phone of your choice such as your mobile phone administrative assistant or home phone Click Call Forwarding Selective on the Incoming Calls menu page Type the number to which calls should be forwarded Click Apply Click Add to add numbers to be forwarded In the Description field enter a description of the phone numbers Select the Selected Time Schedule Choose the Use Default Forward phone number SIP URI or Forward to another phone number SIP URI option Type in the number or SIP URI address you want to use as your forwarding number or SIP URI address if you choose the second option Enter the Specific numbers or leav
263. les Group Administrator Logout figure some of their user services Co Ae Cancel Voice Portal O On C off Voice Portal ID 167145768_182721080_VMR Name Voice Portal Phone Number None v Extension Calling Line ID Last Name Voice Portal Language English V Time Aliases Change User ID Also saves current screen data Calling Line ID First Name Voice Portal Zone GMT 11 00 Australia Victoria i sip model ipvs net V model ipvs net V sip sip model ipvs net V Allow Phone Numbers or Voice Mail Aliases on login in addition to Extensions v Use Voice Portal Wizard Reset Administrator Password Type Password ord Re type Password K Apply Cancel Group gt Services gt Voice Portal 1 On the Group Services menu page Click Voice Portal 2 To change the voice portal ID click Change User ID The Group Change User ID page displays Enter the new voice portal ID select the domain from the drop down list and then click OK 3 Type or select information to configure the voice portal The input boxes include the following Name Enter a name for the Voice Portal Phone Number Users dial this number to access Voice Messaging and other services Extension The extension box populates
264. lick Outgoing Authorization Codes The User Outgoing Authorization Codes page displays The page lists any custom outgoing authorization codes currently assigned to the selected user 6 To display the previous page click OK or Cancel Note Unchecking the Custom Settings box and saving your changes by clicking OK or Apply will delete all custom authorization codes currently assigned to the selected user Add an Outgoing Authorization Code Use the User Codes Management Add page to add an authorization code for the selected user 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Calling Plan Click Outgoing authorisation Codes Se Ss SS To make the user settings editable check the Custom Settings check box and click Apply to save your change CHAPTER 10 CALLING PLAN OPTIONS 90 To add anew code click Add The User Codes Management Add page displays Group gt _Users DCUserl Welcome Sales Group Administrator Logout Options Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Codes Management Add Create a new authorization code for a user OK Cancel Account Authorization Code e Description Utilities Group gt User gt Calling Plans gt Outgoing
265. lick the first option hold down the SHIFT key on the keyboard and click the last option To select several items but not ina particular order click the options while holding down the CTRL key on the keyboard To assign the selected items click Add gt To assign all items unselected at once click Add All gt gt 6 2 10 UNASSIGN AGENTS FROM CALL CENTRES 1 Select the items in the User Assigned Call Centres column and click Remove lt To unassign all items unselected at once click Remove All lt lt 2 To save your changes click Apply or OK 6 2 11 CALL APPLICATION POLICIES Use the User Call Application Policies page to list call application policies for a user Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options e j aoa Call Application Policies D Profile Select Call Control Applications enabled for a user Incoming Calls Outgoing Calls Enabled Application Id Description Call Control No Entries Present Calling Plans OK Apply Cancel Client Applications Messaging Utilities CHAPTER 6 PROFILE MENU 34 Group gt Profile gt Users gt Call Application Policies 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the 4 Click Call Application Policies 5 To save your changes click Apply or OK 6 2 12 CALL POLICIES Use the User Call Policies page view or modify
266. ling other numbers However members of your group can still see your number when they are called You have the choice of turning it on or off for all calls or selectively turning it on or off using Feature Access Codes 67 to block 65 to unblock Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Profile Incoming Calls D Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Calling Line ID Delivery Blocking Calling Line ID Delivery Blocking allows you to block your number from being shown when calling other numbers Members of your group can still see your number when they are called You have the choice of turning it on or off for all calls and then selectively turning it back on or off using the feature access codes Group gt User gt Outgoing Calls gt Line ID Blocking 1 On the Group Profile menu page Click Users aS as a SPEED DIAL 8 Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Outgoing Calls Select Line ID Delivery Blocking Click the On option to Block Calling Line ID on Outgoing Calls To save your changes click Apply or OK The Speed Dial 8 feature allows you to set up to 8 speed dial numbers that can be called Once configured in CommPilot to dial the number on your handset you enter the speed dial code and press the
267. ll Center Max mw u m Extension Len gth 4 Default Extension Length 4 Calling Plan D Utilities OK Group gt Utilities Menu gt Device Configuration 1 On the Group Utilities menu page Click Extension Dialing 2 Click OK to display the previous page 20 10 INTERCEPT GROUP This feature can only be cobnfigured by Telstra 20 11 LDAP DIRECTORY SELECT LDAP DIRECTORY TYPE AND CONFIGURE GROUP LDAP DIRECTORY The LDAP Directory service allows users to access an LDAP directory from their Telstra Telephony Toolbar or CommPilot Call Manager Use the Group Utilities LDAP Directory page to select the source of the Lightweight Directory Access Protocol LDAP directory configuration system level service provider or enterprise level or group level and to configure a group LDAP directory Note1 This service is not configurable at Group level Note 2 This service must also be assigned Assign Services on Group Resources menu and turned on LDAP Integration on Group Services menu in order for users to carry out searches on the directory server CHAPTER 20 UTILITIES MENU 238 Welcome Sales Group Administrator Logout Call Center Calling Plan Utilities LDAP Directory Configure the LDAP Lightweight Directory Access Protocol directory You can use the LDAP directory provided by the system or configure a group directory K LDAP Directory for Group Members System Provider Directory
268. ll Control Schedule Name Calling Plans Type Time Client lications Delete Event Name aj Edit M No Entries Present Messaging Event Name V Starts With V Find Find All OK Apply Add Cancel Group gt Profile gt Users gt Schedules 3 Click Add CHAPTER 6 PROFILE MENU 31 se SS 8 Group gt Users DCUser1 Welcome Sales Group Administrator Logout ae Event Add b Profile Add a new event to schedule Incoming Calls OK Cancel Outgoing Calls Call Control Schedule Name testa i i i Client Applications Event Details Messaging Event Time Start Date e ra mm dd yyyy Start Time All Day Event Utilities End Date e ma mm dd yyyy End Time Duration Recurrence Pattern Recurs Never vV OK Cancel Group gt Profile gt Users gt Schedules Enter the Event Name Enter the Start Date and Time Enter the End Date and Time Select the Recurrence Pattern Select from Never Daily Weekly Monthly Yearly To save your changes click OK 6 2 7 1 TO DELETE A SCHEDULE 1 2 Tick the Delete box next to the schedule you want to delete To save your changes click Apply or OK 6 2 8 ASSIGN SERVICES OR UNASSIGN SERVICES FROM A USER Use the User Assign Services page to assign services to or unassign services from a user Note You should assign the new Service Pack before removing an existing Service Pack That way the features
269. ll of the items Item names are listed in alphabetical order To select several items in sequential order click the first name hold down the SHIFT key on the keyboard and click the last name To select several items but not in a particular order click the names while holding down the CTRL key on the keyboard 3 To assign the selected users click Add To move all users unselected at once click Add All REMOVE MONITORED USERS 1 On the Monitored Users column select the users and click Remove To move all users unselected at once click Remove All 2 To save your changes click Apply or OK 11 2 BUSY LAMP FIELD Use this page to select the users in your group or enterprise to be monitored by the selected user using a SIP Attendant Console phone On this page you can also assign a SIP URI to the list of monitored users and enable or disable notifications about calls being parked no longer parked against monitored users To have CommPilot Call Manager open on Login Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Busy Lamp Field Busy Lamp Field allows you to create a list of users to monitor via your SIP Attendant Console Phone and assign a SIP URI to the list ok _ _Aepy __ Cancel Profile Incoming Calls Outgoing Calls Call Control model ipvs net v Calling Plans P D Client Applications Messaging Enter search criteria below Utilities UserID v Start
270. lling Plans Client Applications Messaging Utilities 2 Enter a Description Simultaneous Ring Personal Add Allows you to add a simultaneous ring personal entry Specify the time schedule and or holiday schedule you would like calls simultaneously rung Also you can have the call simultaneously rung when only the specified numbers call or all numbers call If you need more than 12 numbers or more distinct time or holiday periods you can create multiple simultaneously ring personal entries oo FFCCCC __C id Use simultaneous ring personal _ Do not use simultaneous ring personal Selected Time Schedule Every Day All Day V Selected Holiday Schedule Calls from Any phone number O Following phone numbers O Any private number _ Any unavailable number Specific phone numbers OK Cancel Group gt Profile gt Users gt Incoming Calls gt Simultaeous Ring Personal 3 Specify how you want to handle Incoming calls Use Simultaneous ring personal or Do no use Simultaneous ring personal 4 Select a Time or Holiday Schedule if required 5 Inthe Calls from field select from Any phone number or Following phone numbers select Any private number and or Any available number 6 Enter the relevant numbers in the Specific phone numbers field To save your changes click OK CHAPTER 7 INCOMING CALL OPTIONS 60 CHAPTER 8 OUTGOING CALLS OPTIONS The Outg
271. lls that are released or transferred by the agent during the specified period If an agent transfers a call then the call time only accounts for the time spent on the call by the agent prior to the call transfer Total Talk Time The amount of time that the agent was busy handling calls for this Call Centre specified time period Total staffed time Total amount of time that an agent joined the Call Centre instance and not in sign out state OR prior to clicking Apply 1 Specify a Start Date and Time and an End Date and Time 2 Click OK to save changes and return to the Call Centre Profile screen 18 8 SUPERVISORS ASSIGN SUPERVISOR S TO A CALL CENTRE 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Select Supervisors CHAPTER 18 CALL CENTRE MENU 192 Group gt Call Centers C Welcome Sales Group Administrator Supervisors b Profite Configure the list of users who may supervise this Call Center Routing Polici Aopy Cancel Calling Plans i Co Starts With a Search Available Supervisors Assigned Supervisors Caro Jane DCUser3 Add gt Summers Anne DCUser1 Sales Leigh DCUser2 Remove lt Add All gt gt Remove All lt lt 0K Apply Cancel Group gt Call Center menu gt Call Centers gt Supervisors 4 To view all users click the Search button OR To find the desired user enter the search criteria in the fields provid
272. ls Select Block Calling Name for External Calls if required Select correct Incoming Caller ID option Ss SS eS To save your changes click Apply or OK 14 7 COMMUNICATION BARRING AUTH CODES Communication Barring Auth Codes allows a Customer Group Administrator to configure group level barring Authorisation Codes Use this item on the Group Profile Communication Barring Auth Codes menu page to configure group level barring Authorisation codes CHAPTER 14 PROFILE 124 1 Welcome Sales Group Administrator Logout Resources Services Acct Auth Codes Call Center Calling Plan Utilities Options o Communication Barring Auth Codes D Profile Create new Communication Barring authorization codes and manage existing codes Delete Codes Description 123 Code1 Recveesee Group gt Profile gt Communication Barring Auth Codes On the Group Profile menu page Click Communication Barring Auth Codes TO ADD A COMMUNICATION BARRING AUTH CODE 1 2 Click Add Enter the Authorisation Code Enter a Description To save your changes click OK Welcome Sales Group Administrator Logout Options BD Profile Resources Services Acct Auth Codes Call Center Calling Plan Utilities Communication Barring Auth Code Add Add new Communication Barring authorization codes Description oe cancer Group gt Profile gt Communication
273. m greeting Unavailable Greeting or click Browse button to locate the Unavailable Greeting as a WAV file on your computer Additional greetings can be saved for future use You may provide up to three Alternate No Answer recordings Click the radio button corresponding to the number of times your phone should ring before voice messaging picks up Click OK or Apply 23 2 SCENARIO CONFIGURE ENHANCED SERVICES BroadWorks offers a number of enhanced services Below is a group of enhanced services that are part of the CommPilot Personal portal These services are easily accessible and simple to configure 23 2 1 ANONYMOUS CALL REJECTION 3 Example Telemarketers who have activated their Line ID blocking have hounded an engineer lately He would like this to stop He can activate his Anonymous Call Rejection service and callers who have activated their Line ID blocking will not be able to ring his line instead they will hear an announcement stating that the called party is not accepting calls from anonymous callers Exercise Anonymous Call Rejection allows you to prevent the receipt of phone calls from numbers that are not identifiable Click Anonymous Rejection on the Incoming Calls menu page The Reject Anonymous Caller defaults to Off If you would like to activate this service click the On radio button When the service is active callers who have intentionally blocked their calling line ID will not be able to ring your line instead
274. m on the row for the User For a selected user click Messaging Click Voice Portal Calling Click On to activate default setting or Off to deactivate SS SS To save your changes click Apply or OK CHAPTER 12 MESSAGING OPTIONS 109 CHAPTER 13 UTILITIES OPTIONS The User Utilities menu contains these items Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Utilities Profile Incoming Calls Basic Outgoing Calls Authentication Perform authentication upon the registration of an IP phone to prevent unauthorized access to the system Basic Call Logs Display the most recently received missed or placed calls Call Control Calling Plans Client Applications Feature Access Codes Messaging Display the feature access codes star codes for your services Enterprise Directory BD Utilities Display the enterprise directory list Intercept User Ofi Allows the system to intercept calls terminated to or originated from a line that has been decommissioned Registrations Displays all the static and dynamic registrations for a user Group gt User gt Utilities This menu displays e Authentication e Basic Call Logs e Feature Access Codes e Enterprise Directory e Intercept User e Registrations 13 1 AUTHENTICATION Note If this feature is changed the phone will become unregistered It is recommended NOT to change this feature Note A user does NOT have
275. mPilot Call Manager Resources OK Apply Cancel D Services Acct Auth Codes LDAP Integration i On off Call Center Calling Plan OK Apply Cancel Utilities Group gt Services gt LDAP Intergration CHAPTER 16 SERVICES MENU 166 1 On the Group Services menu page Click LDAP Integration 2 Click On to Enable or Off to disable the LDAP tab in CommPilot Call Manager 3 To save your changes Click Apply or OK 16 8 MUSIC VIDEO ON HOLD Use this menu item on the Group Services menu page to e List Music Video On Hold Types e Modify Music Video On Hold for the Group e Add Music Video On Hold for a Department e Delete or Modify Music Video On Hold for a Department Use Music Video On Hold to select the source of a WAV audio file or MOV video file not currently supported for the Call Hold and Call Park services and to enable playing of the audio file for these services for the group or department The Music On Hold MoH service and Call Center Music On Hold supports different audio sources and audio codecs for internal intra group or intra enterprise and external calls If only a group source is selected and also enabled for Call Hold and Call Park for the group callers to departments hear the Music Video On Hold from that source If a source is selected for a department but Call Hold and Call Park are not enabled for the departmen
276. matically forwards all your incoming calls to a different phone number when you do not answer your phone after a specified number of rings Es Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Call Forwarding No Answer Profile Call Forwarding No Answer allows you to forward all your calls to a different phone number or SIP URI when you do not answer your phone Use this service when you would rather a have a secretary or co worker receive the call instead of the caller being sent to your voice messaging box if you miss a call ncoming Calls Call Control Calling Plans Call Forwarding No Answer ion off Calls Forward to phone number SIP URI Number of rings before forwarding Client Applications Messaging Utilities Group gt Profile gt Users gt Incoming Calls gt Call Forwarding No Answer 7 8 1 TO ACTIVATE CALL FORWARDING NO ANSWER 1 On the Group Profile menu page Click Users CHAPTER 7 INCOMING CALL OPTIONS 44 Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Incoming Calls Click Call Forwarding No Answer Click On to activate the feature Enter a number into the Call Forward to phone number field gM a oe E Click on the drop down arrow to select your require number of rings 3 rings is the default setting The maximum number of rings available is 20 9 To save your cha
277. mple Inventory Report Beginning of Report 1 On the Group Utilities menu page Click Inventory Report E Click OK To send a copy of the report to an e mail address enter the address 20 6 PASSWORD RULES e List or Set Password Rules for Users LIST OR SET PASSWORD RULES FOR USERS ar Service Incoming Calling Plan Call Center Basic Fax Messaging Music On Hold Call Center Basic Fax Messaging Music On Hold Three Way Call Multiple Call Arrangement Diversion Inhibitor Hoteling Guest Basic Call Logs Push to Talk Barge in Exempt Calling Line ID Blocking Override Call Waiting Automatic Callback Internal Calling Line ID Delivery External Calling Line ID Delivery Call Transfer N Way Call Call Forwarding Not Reachable In Call Service Activation Connected Line Identification Presentation Connected Line Identification Restriction BroadWorks Anywhere Calling Name Delivery Calling Number Delivery Client License 3 Sequential Ring Fax Messaging Selective Call Acceptance Remote Office Call Return Priority Alert Alternate Numbers Last Number Redial To generate a report check the boxes for the items you want included in the report Use the Group Password Rules page to view the criteria currently set for user passwords If Telstra has set some password rules you cannot edit the input boxes for those rules If Telstra has set all the rules this page is read only Users must follo
278. n Custom Ringback Group Inventory Report Custom Ringback Group Video LDAP Integration Music On Hold Add All gt gt Outgoing Calling Plan Voice Messaging Group Remove All Preferred Carrier Group OK Apply Cancel Group gt Resources gt Assign Group Services On the Group Resources menu page Click Assign Group Services To Assign services In the Available Services column select the items to be assigned On a column you can select some or all of the items Item names are listed in alphabetical order To select several items in sequential order click the first option hold down the SHIFT key on the keyboard and click the last option To select several items but not in a particular order click the options while holding down the CTRL key on the keyboard To assign the selected items click Add gt To assign all items unselected at once click Add All gt gt To Unassign services Select the items in the Assigned Services column and click Remove lt To unassign all items unselected at once click Remove All lt lt To save your changes click Apply or OK CHAPTER 15 RESOURCES MENU 137 15 10 NEW USER SERVICES TEMPLATE Use this item to List Service Packs and User Services The system uses this template to assign service packs and user services automatically when a user is added List Service Packs and User Services Use the Group New User Services Template page to list the service packs and u
279. n authorization code for a call type select A from the drop down list To identify one of three transfer numbers for a call type select T1 T2 or T3 from the drop down Options Profile Resources Acct Auth Codes Call Center Calling Plan Utilities Welcome Sales Group Administrator Logout Group DigitPlan Outgoing Pinhole Customize the Outgoing Pinhole Digit Calling Plan for the group and or departments OK Apply Cancel Originating Department test Group Default Select from drop down list to permit call type Users can be configured with their own custom settings in user level Calling Plan Legend Ignore I Allow Y OK Apply Cancel Group gt Calling Plan gt Outgoing Pinhole Digit Plan To display the Group Initiating Call Forwards Transfer settings for the group and Department Click the Initiating Call Forwards Transfers tab 8 Select the Initiating Call Forwards Transfers tab to edit he settings 9 To enable a setting check the box for the call type 10 To disable a setting uncheck the box for the call type 11 To save your changes Click Apply or OK CHAPTER 19 CALLING PLAN MENU 219 CHAPTER 20 UTILITIES MENU This chapter contains sections that correspond to each item on the Group Utilities menu page Nelcome Sales Group Administrator 24 tuU LS Utilities Profile feuman Basic Advanced Servic
280. nal calls None V Call Center Settings Queue Length o calls _ Enable video support Play ringing when offering call i Allow callers to dial o to escape out of queue 0O Reset caller statistics upon entry to queue Reporting Settings _ Enable Call Center External Reporting Agent Settings M Allow agents to join Call Centers O Allow Call Waiting on agents g Enable calls to agents in wrap up state Enable maximum ACD wrap up timer minutes seconds CL Automatically set agent state to Available W after call Co aes C Dole cancel Group gt Call Center menu gt Call Centers CHAPTER 18 CALL CENTRE MENU 207 CHAPTER 19 CALLING PLAN MENU This chapter contains sections that correspond to each item on the Group Calling Plan menu page Welcome Sales Group Administrator Logout Calling Plan Profile Resoerces Configuration Management Services Codes Management Incoming Calling Plan Set the authorization codes to be used on outgoing calls as defined in the Outgoing Prevent departments or the group from receiving incoming calls of a specified type Acct Auth Codes Calling Plan Outgoing Calling Plan Call Center Digit Strings Prevent departments or the group from making outgoing calls of a specified type Configure the digit strings to be used in the Incoming Calling Plan and Outgoing Digit D Calling Plan Plan Outgoing Digit Plan 4 Pinhole Digit Strings Prevent departments or
281. ncel Group gt Services gt BroadWorks Anywhere 5 Click OK The phone number is now assigned to the Anywhere portal DELETING AN ANYWHERE PORTAL 1 On the Group Services menu page Click BroadWorks Anywhere 2 Select the Anywhere Portal number to be deleted from the list by clicking Edit Group gt _BroadWorks Anywhere 12346 Welcome Sales Group Administrator Logout esate BroadWorks Anywhere Modify Profil gt Profile Modify an existing BroadWorks Anywhere portal BroadWorks Anywhere ID 12346 Change User ID Also saves current screen data Calling Line ID Last Name test Calling Line ID First Name Department Language Time Zone GMT 10 00 Australia Victorian sists Y Can Be Used By Users in Enterprise Users in Group Prompt to Confirm Calling Location Never Prompt O Always Prompt O Prompt If Not Available _ Silent Prompt Mode _ Prompt For Passcode Group gt Services gt BroadWorks Anywhere 3 Click Profile from the Profile menu of the Anywhere Portal CHAPTER 16 SERVICES MENU 175 4 Click Delete The Anywhere Portal number has been deleted 16 12 CUSTOM RINGBACK GROUP This feature is currently not available 16 13 INSTANT GROUP CALL Instant Group Call enables users to call a group of other users Use the Instant Group Call page to display the list of instant group call instances in your group Instant group call instances are groups
282. ne List Add Add a personal phone entry OK Cancel Phone Number OK Cancel Group gt User gt Outgoing Calls gt Personal Phone List Enter a Name into the Name field 8 Enter a phone number into the Phone Number field 9 To save your changes click Apply or OK IMPORTING A LIST FROM A CSV FILE Group gt Users DCUser1 Welcome Sales Group Administrator Logout 8 8 1 Options Profile Incoming Calls D Outgoing Calls Call Control Calling Plans 1 P PI FPE Personal Phone List Import Import personal phone list entries from a CSV file For details about the CSV file click on the Help link for this page Select a Phone List File Browse Group gt User gt Outgoing Calls gt Personal Phone List On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Outgoing Calls Select Personal Phone List Click Import Phone list link Click the Browse button and select the folder you want to retrieve the list from To save click Apply or OK CHAPTER 8 OUTGOING CALLS OPTIONS 66 CALL CONTROL OPTIONS h imi id j Fa Eh l NYT I YA a The User Call Control menu contains these items Note Based on the Service Pack a user has assigned to them will determine the features that are available in this menu Th
283. new call center Resources Acct Auth Codes Call Center Type Standard b Call Center Call Center ID model ipvs net v Calling Plan Name Meet Me Conferencing Calling Line ID Last Name Calling Line ID First Name Utilities Initial Password Re type Initial Password Department None Vv Language English Vv Time Zone GMT 10 00 Australia Victoria v Group Policy circular Regular simultaneous Q Uniform Q Weighted Call Distribution Bandwidth and QoS Settings Preferred announcement music codec for external calls None YV Preferred announcement music codec for internal calls None Y Call Center Settings Queue Length 0 calls _ Enable video support lv Play ringing when offering call Allow callers to dial lo to escape out of queue Reset caller statistics upon entry to queue Reporting Settings Enable Call Center External Reporting Agent Settings C Allow agents to join Call Centers Allow Call Waiting on agents Enable calls to agents in wrap up state Enable maximum ACD wrap up timer minutes seconds Automatically set agent state to Available WY after call OK Cancel Group gt Call Center menu gt Call Centers 1 On the Group Call Center menu page Click Call Centers 2 Click Add Standard button 3 Type or se
284. nfigure the full mailbox limit messaging and hold period for messages If you chose the system server your administrator controls these settings Note once you have chosen a group server only your administrator can change your messaging system back to the system server Voice Messaging Configure the voice messaging server for your group You can use the LDAP directory provided by the system or configure a group directory If you c system server your administrator controls these settings Note once you have chosen a group server only your a ator can chan chose a group server you can configure the full mailbox limit message aging and hold period for messages If you chose ge your messaging system back to the system server BD Services OK Apply Cancel Call Center Mail Server for Group Members System Provider Mail Server Default Group Mail Server J Allow users to configure their Voice Mail Advanced Settings r Default Group Mail Server Settings Mail Server ID Mail Server Protocol POP3 v Delete all messages marked for deletion when using IMAP Group Default Full Mafbox Limit 30 Minutes v Group Default Message Aging L On OF Group Default Hold Period 15 Days v OK Apply Cancel Group gt Services gt Voice Messaging 1 On the Group Services menu page Click Voice Messaging 2 Ensure the following default settings are Enabled Mail Server for Group Memeber
285. ng Plans Remote Office Oon of Cenk Anulicatioes Remote Phone Number SIP URI Messaging Utilities OK Apply Cancel Group gt User gt Call Contol gt Remote Office a On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Call Control Select Remote Office es E Click On or Off When on the phone number indicated becomes your primary phone allowing you to dial and receive calls displayed on your web browser When off your normal office phone is your primary phone Type the phone number of the phone to act as your office phone 8 To save your changes click Apply or OK 9 19 SHARED CALL APPEARANCE Shared Call Appearance allows Customer Group Administrators to allocate additional devices or lines to you These devices or lines also ring just like your primary phone A user cannot add or remove these devices or lines Use the Shared Call Appearance SCA item on the User Call Control menu to e List or Delete devices or Lines e Adda Device or Line e Delete or Modify Devices or Lines The Shared Call Appearance service allows you to provision a maximum of 10 locations devices for a user however it is preferable to keep Shared Call Appearances limited to 5 per user These locations share the same line appearance so they all behave as extensions of a single line or
286. ng in the Load Custom Video File text box or click Browse to select a file on your computer The Music On Hold MoH service and Call Center Music On Hold supports different audio sources and audio codecs for internal intra group or intra enterprise and external calls ET TINGS INTERNAL MUSIC ON HOI ep 1 Click on the Internal Settings tab 2 Select the required options 3 To save your changes Click Apply or OK ADD MUSIC VIDEO ON HOLD FORA DEPARTMENT Use the Group Music Video On Hold Add page to enable or disable the playing of a selected WAV audio file or MOV video file music or whatever a department wants with the Call Hold and Call Park services and to select the audio source for these services You can select an external device as the audio source for Music Video On Hold Welcome Sales Group Administrator Logout EEEE Music Video On Hold Add Create a new Music Video On Hold source for a department Core Department KEDE a DSe V nd Enable music video dur ing Call Hold Calling Plan Acct Auth Codes Call Center Enable music video during Call Park Utilities I Enable music video during Busy Camp On Music Video On Hold message Preferred Audio Codec None v System Defined Music Video External Source O Identity Device Profile None K Cancel Group gt Services gt Music Video
287. nges click Apply or OK 7 9 CALL FORWARDING NOT REACHABLE The Call Forwarding Not Reachable CFNR feature provides a forwarding feature that allows you to forward your incoming calls to a different phone number when your device Telstra IP phone is not accessible by TIPT The phone number you forward your calls to must be permitted by your Outgoing Calling Plan This feature can also be activated by using Feature Access Codes Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Call Forwarding Not Reachable Profile Call Forwarding Not Reachable allows you to forward all your incoming calls to a different phone number or SIP URI when your device is not accessible by BroadWorks Note that the address phone number or SIP URI you forward your calls to must be permitted by your outgoing calling plan You can also set the phone number or SIP URI to forward to using DB Incoming Calls the feature access code Outgoing Calls OK Apply Cancel Call Control Calling Plans perseen Call Forwarding Not Reachable _ ion off EN Client Applications Calls Forward to phone number SIP URI Messaging Utilities 2 OK Apply Cancel Group gt Profile gt Users gt Incoming Calls gt Call Forwarding Not Reachable 7 9 1 TO ACTIVATE CALL FORWARDING NOT REACHABLE 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Clic
288. ngs Note This page lists all departments in your group If your group is part of an enterprise this page also lists all departments created at the enterprise level by your enterprise administrator If you alter the settings for an enterprise level department your changes will only apply to users in that department that exist within your group Welcome Sales Group Administrator Logout Options a R Outgoing Pinhole Digit Plan Profil Customize the Outgoing Pinhole Digit Calling Plan for the group and or departments Resources OK Apply Cancel Services Apy canei _ Acct Auth Codes A BR Initiating Call Forwards Transfers Call Center Department test DP Calling Plan Group Default Utilities Select from drop down list to permit call type Users can be configured with their own custom settings in user level Calling Plan Authorization code required Transfer to ist transfer number T1 Transfer to 2nd transfer numberT2 Transfer to 3rd transfer number T3 OK Apply Cancel Group gt Calling Plan gt Outgoing Pinhole Digit Plan 1 On the Group Calling Plan menu page Click Outgoing Pinhole Digit Plan 2 Select the Originating tab to edit the settings on the row for the group and Department CHAPTER 19 CALLING PLAN MENU 218 eS E list To allow a call type select Y from the drop down list To ignore a call type select I from the drop down list To specify use of a
289. nistrator group administrator enterprise administrator service provider administrator or system provider and as a user at the same time 3 4 ADD TELSTRAIP TELEPHONY TO FAVORITES For easy reference use Microsoft Internet Explorer 5 0 or higher to add Telstra IP Telephony to your Favorites Users can also access this feature 1 Atthe Telstra IP Telephony Login page click Favourites 2 Select Bookmark this page 3 The favorites name BroadWorks Login Page displays in the Name field You can change this name to an appropriate name e g CommPilot Login 4 Click Add to complete the procedure 5 You can now easily select the Telstra IP Telephony application from your Internet Explorer menu If you have saved your password you are automatically taken to your Home page If you have not saved your password you have to log in to the system 3 5 SEARCH LIST PAGES This section describes how to search for specific information on a CommPilot page that contains a list for example the Profile Users page gelstra Telstra IP Telephony Help Home Welcome Sales Group Administrator Logout Options E Users b Profile Add a new user or manage existing users in your department or group Resources o Add Cancel Services Enter search criteria below Acct Auth Codes UseriD_ M Starts With V Call Center E User ID a Last Name First Name Phon
290. ntegrate your personal contacts in Microsoft Outlook with your CommPilot Call Manager Using the Outlook Contacts tab in the CommPilot Call Manager you can perform a search of your personal Outlook contacts by name or company Once the desired contact is located you may click to dial one of the contact s phone numbers or may choose to display the contact s vCard by clicking on the name Profile Incoming Calls Outgoing Calls When receiving a call your Microsoft Outlook contact database is searched for a match of the caller s phone number If the number matches the icon next to the incoming calling name is highlighted and rolling the mouse over it gives the caller s name In addition you have the option to click the icon to open the caller s vCard You can have new Outlook Call Control journal entries automatically opened for incoming and or outgoing calls You can choose to turn it off if you are at a remote location using your Call Manager but do not have access to your Outlook The contact retrieval option allows you to only retrieve contacts from your default contact folder for performance reasons Utilities 00 greens Calling Plans b Client Applications Messaging Contact Retrieval O Retrieve Contacts From Default Contact Folder Only Retrieve All Contacts OK Apply Cancel Group gt User gt Client Applications gt Outlook Intergration 1 On the Group Profile menu page Click Users Click Se
291. nymous caller Hare wih Gling Une To Davey Worked nimtafo___ ntandant Conacts lows aver to ronor oer usu phone wing an attendant appt eto thentcaton alow aveertoauthentcateanibphone to ma aie Yio e A jatomi Hld Retievs Causes aa incoming call to ba autoratcally puk om hold or causas a held call to ba mutomaticaiy riria OOO funia O araen Bemet Alons a user to lock bergen attempts from othe users vith Directed Call Pcp wih Bargen unimneao esse Cal togs O Sovas a uaar tose the most recanti recaved miana or pacad ae OOOO fao US BroadWorks Agent is a client that enables users to perform typical call center agent activities call control basic reporting and service configuration Also displays which users are call center supervisors for the agent Extends your services so you can make and receive calls from any specified fixed phone mobile phone or soft client just as if it were your primary device BroadWorks Assistant Enterprise is a toolbar for Microsoft Outlook and Internet Explorer that enables users to perform basic call control and configure commonly used services BroadWorks Receptionist is an advanced Attendant Console designed to meet the specific needs of an operator including advanced call control contact directories and phone status BroadWorks Receptionist Office is a desktop application for Receptionists and Executive Assistants providing call control contact directories and phone status for a maximum of 8 contacts
292. o access contact names and phone numbers from an external LDAP Allows a group of users on a device to have a restricted number of active calls directory using their CommPilot Call Manager Music Video on Hold Play an uploaded audio music or video file for callers on hold Voice Messaging Enable users to record messages for incoming calls A message can be recorded when the call is not answered within a certain number of rings when the user s phone is busy or when transferred directly to the user s voice mail Voice Portal Allow users to call from any phone so that they can use and configure their user services Group gt Services gt BroadWorks Anywhere Use this item on the Group Services BroadWorks Anywhere menu page to Create a BroadWorks Anywhere Portal number Welcome Sales Group Administrator Logout Options BroadWorks Anywhere Profil coors Create a new BroadWorks Anywhere portal and manage existing portals Resources OK Apply Add Cancel D Services Active Name Phone Number Extension Department Edit Acct Auth Codes No Entries Present Call Center OK Apply Add Cancel Calling Plan Utilities Group gt Services gt BroadWorks Anywhere CHAPTER 16 SERVICES MENU 173 1 2 AOO P pa eA oe 9 10 11 12 13 14 15 On the Group Services menu page Click BroadWorks Anywhere Click the Add button Welcome Sales Group Administrator Logout
293. o have more than one call at a time directed to them Agents must also have their Call Waiting feature in their user profile selected CHAPTER 16 SERVICES MENU 157 12 The Group Policy options configure the call distribution pattern for incoming calls Click the button for the type of setup you want POLICY DESCRIPTION Regular Sends incoming calls to the next available user in the hunt group Circular Sends incoming calls to users according to their position on a list After a call has been sent to the last user on the list the next call is sent to the user at the top of the list Simultaneous Sends incoming calls to all user numbers at the same time Once the call has been answered the remaining calls to other users are released Uniform Sends the current incoming call to the user who has been idle the longest After a user has answered a call they are moved to the bottom of the call queue Weighted Call Distribution Assigns calls randomly to users according to percentages you assign on the Hunt Group Weighted Call Distribution page 13 The No Answer Settings configure how the service behaves if a user does not answer a call INPUT BOX DESCRIPTION Skip to next agent after X Check this box to have the system pass incoming unanswered calls to the next user determined rings by the current group policy after the specified number of rings Forward call after waiting X Check this box to forward calls that have not been answer
294. o move all users unselected at once click Add All REMOVE MONITORED USERS 11 On the Monitored Users column select the users and click Remove To move all users unselected at once click Remove All 12 To save your changes click Apply or OK 11 3 COMMPILOT CALL MANAGER CommPilot Call Manager provides a web based tool you use to customize your services To activate the tool click on the Call Manager link at the top of the page This opens the CommPilot Call Manager which allows you to initiate manipulate and receive calls as well as access your user directories including Microsoft Outlook To have CommPilot Call Manager open on Login 13 On the Group Profile menu page Click Users 14 Click Search to display a list of users in your group 15 Click Edit or any item on the row for the User 16 For a selected user click Client Applications 1 Click CommPilot Call Manger 18 If the user requires the CommPilot Call Manager page to open on login check the Launch CommPilot Call Manager on Login box If the user has been assigned both the Call Manager and Attendant Console applications the check box can be selected to launch both applications on login If the user only has Attendant Console licensed to them then they will only have the option to select the Launch Call Manager on login Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options 5 CommPilot Call Manager Profile CommPilot Call Manager
295. ode in the Delete column of the code list To save your changes click Apply or OK Note Unchecking the Custom Settings box and saving your changes by clicking OK or Apply will delete all custom authorization codes currently assigned to the selected user CHAPTER 10 CALLING PLAN OPTIONS 91 OUTGOING DIGIT PLAN Use the User Outgoing Digit Plan page to configure or change the outgoing calling restrictions for digit plans for a selected user 1 eee SE O 11 Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Outgoing Digit Plan Outgoing Digit Plan allows you to view the digit calling plan rules for your outgoing calls Only your administrator can change which call types are permitted Profile Incoming Calls Outgoing Calls Call Control DP Calling Plans mg tans a Initiating Call Forwards Transfers Client Applications Permitted Name Messaging TEN DSOne Utilities Allow Block N Authorization code required A Transfer to ist transfer number Ti Transfer to 2nd transfer number T2 Transfer to 3rd transfer number T3 OK Apply Cancel Group gt User gt Calling Plans gt Outgoing Digit Plan On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Calling Plan Click Outgoing Digit Plan To edi
296. odify Department and the Group Codes Management Add Department pages to select the group or department and delete a code for the group or the department 1 On the Group Calling Plan menu page Click Codes Management 2 On the row for the department with a code click the name of the department 3 To delete a code check the Delete box for the code 4 To save your changes Click Apply or OK CHAPTER 19 CALLING PLAN MENU 209 19 2 DIGIT STRINGS Use this menu item on the Group Calling Plan menu page to e List and Delete Digit Strings e Add or Modify Digit Strings The Digit Strings page allows you to set up a custom digit string plan Group Administrators can assign digit strings at the group department or user level Digit strings consist of any sequence of digits which can include wild cards and each string is given a name The digit strings are available for both incoming and outgoing plans When a call is placed or received the number is checked against assigned digit strings whether assigned to the individual user or to their department or group Note that if the user does not have individual assignments their department digit string settings take effect If the user is not assigned to a department then the group default assignments take effect If the number matches any assigned digit patterns the call is blocked LIST AND DELETE DIGIT STRINGS Use the Group Digit Strings page to list the current digit strin
297. of an enterprise departments within your group are listed with your group name in parentheses For example if your group is named DEF Distributing the listing for a department named Public Relations appears as follows Public Relations DEF Distributing This distinguishes departments created at your group level from departments created at the enterprise level by your enterprise administrator To delete the department click Delete To save your changes and display the previous page click OK NOTE You cannot delete a department that has users assigned to it Before you delete a department modify the profile of all users within that department to assign them to a different department or to no department NOTE You cannot delete a department that has any sub departments under it Before you delete a department either assign each of its sub departments a new parent or no parent or delete all of its sub departments To exit without saving select another page or click Cancel to display the previous page 14 5 SCHEDULES Schedules Time or Holiday schedules can be created with Events which are a set of criteria and a recurrence pattern used to configure the schedule Use this item on the Group Profile Schedule menu page to List Schedules Modify or Delete a Schedule Use the Group Schedule page to list all schedules in the group On scheduled times services that normally play daily greetings and dialing menus for exampl
298. ogon to configure additional features to the Standard Call Centre Refer to the TIPT Premium Call Centre customer Administrator User Guide on the online Resource Centre www telstra com tiptresources This chapter contains sections that correspond to each item on the Group Call Center menu page As a Customer Group Administrator you can Add Modify or Delete a Call Centre Once you have logged in as a CGA and selected Call Center from the Options menu the following screen will be displayed Welcome Sales Group Administrator Logout Options Call Center Profile a Basic Reporting Services Call Centers None of the menu items in this category are enabled Automatically process incoming calls received by a single phone number by distributing Acct Auth Codes them to a group of users or agents Includes enhanced features such as agent log in and log out call queuing and overflow control Call Center Calling Plan Meet Me Conferencin Utilities Group gt Call Center menu 18 1 ADD ASTANDARD CALL CENTRE To create a new Standard Call Centre use the Group Call Center Call Centers Add Standard button to add the information for a new call centre A call centre is itself a virtual user the call centre user and you provision it with many of the attributes that a user has CHAPTER 18 CALL CENTRE MENU 184 Welcome Sales Group Administrator Logout Options Call Center Add Profile Create a
299. oice Mail Activation 41 Call Forwarding No Answer To Voice Mail Deactivation 41 Call Forwarding Not Reachable Activation 94 Call Forwarding Not Reachable Deactivation 95 Call Forwarding Not Reachable Interrogation 63 Call Forwarding Selective Activation 276 Call Forwarding Selective Deactivation 77 Calling Line ID Delivery Blocking Interrogation 54 Calling Line ID Delivery Blocking per Call 67 Calling Line ID Delivery Blocking Persistent Activation z Calling Line ID Delivery Blocking Persistent Deactivation 31 Calling Line ID Delivery per Call 65 Call Park 68 Call Park Retrieve 88 Call Pickup 98 Call Retrieve 11 Call Return 69 Call Return Number Deletion 92 Call Waiting Interrogation 53 Call Waiting Persistent Activation 43 Call Waiting Persistent Deactivation 43 Cancel Call Waiting 70 Clear Voice Message Waiting Indicator 99 Communication Barring User Control Activation 33 Communication Barring User Control Deactivation 33 Communication Barring User Control Query 233 Connected Line Identification Restriction Interrogation 56 Customer Originated Trace 57 Directed Call Pickup 97 Directed Call Pickup with Barge in 33 Direct Voice Mail Transfer 35 Diversion Inhibitor 80 Do Not Disturb Activation 78 Do Not Disturb Deactivation 79 Escalate Call to Supervisor 83 Flash Call Hold 22 Forced Forwarding Activation 72 Forced Forwarding Deactivation 73 Group Call Park 58 Initiate Silent Monitoring 82 Las
300. oing Calling Plan 11 To edit the Being Forwarded Transferred settings click the Being Forwarded Transferred tab 12 To allow a call type check the Permitted check box 13 To prevent a call type uncheck the Permitted check box 14 To save your changes click Apply or OK CHAPTER 10 CALLING PLAN OPTIONS 89 10 3 OUTGOING AUTHORIZATION CODES Use the User Outgoing Authorization Codes page to e List Outgoing Authorization Codes e Add an Outgoing Authorization Code e Delete an Outgoing Authorization Code List Outgoing Authorization Codes Use the User Outgoing Authorization Codes page to list the outgoing authorization codes currently assigned to the selected user Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options i Outgoing Authorization Codes Profil _ Create new authorization codes and manage existing authorization codes for a user Incoming Calls ok Amy Add Cancel Outgoing Calls Call Control i Custom Settings D calling Plans fJ o o Client Applications Codes Description No Entries Present Messaging Z ok Apply Add Cancel Group gt User gt Calling Plans gt Outgoing Authorization Plan 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 Fora selected user click Calling Plan 5 C
301. oing Calls menu option lists the features that relates to users outgoing calls The User Outgoing Calls menu contains these items Based on the Service Pack a user has assigned to them will determine the features that are available in this menu The following list is based on the Executive Service pack being assigned to the user BASIC MENU This menu displays the items that all group administrators can use e Automatic Callback e Call Return e Last Number Redial e Line ID Blocking e Speed Dial 8 e Speed Dial 100 ADVANCED MENU This menu displays the items that group administrators can use only if such functions have been assigned to them e Account Codes e Personal Phone List Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Outgoing Calls Profile Incoming Calls Basic Advanced D Outgoing Calls Automatic Callback Off Account Codes Allows you to monitor a busy party in your group and automatically establish a call when Display the account codes to use when dialing numbers Call Control the busy party is available Personal Phone List Calling Plans Call Return Configure a list of numbers to allow quick dialing from your CommPilot Call Manager Return a call to the last party that called you whether or not the call was answered Client Applications Last Number Redial Messaging Call the last number that you dialed Utilities Line ID Blocking C Prevent your phone num
302. olicy within your call centre 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Click Weighted Call Distribution This link will only appear if you have enabled the Weighted Call Distribution policy on the profile page for this Call Centre ari Group gt Call Centers CC_DC Welcome Sales Group Administrator Logout Options 3 e Weighted Call Distribution b Profile Configure assigned users weighted call distribution allocation With weighted call distribution any incoming calls to the Call Center are dispatched to the agents randomly according Routina Poka to specified percentage weight of each agent outing Policies Calling Plans Sales Leigh DCUser2 2 Summers Anne DCUseri Group gt Call Center menu gt Call Centers gt Weighted Call Distribution 4 Assign a percentage value for each agent in your call centre using the input boxes provided The values must add up to exactly 100 5 To save your changes Click Apply or OK CHAPTER 18 CALL CENTRE MENU 199 18 13 ASSIGN SERVICES If specific other services such as Call Forward Selective or Call Forward Busy are required they need to be assigned To assign services Group gt Call Centers me Seles Group Administrator Logout Options e s Assign Services D Profile s Assign Services allows you to assign or unassign services for a user IF a service is unassigned
303. om this page you can select a user to be modified or deleted change a user password or assign services to or unassign services from a user Welcome Sales Group Administrator Logout Options E Users P Profile Add a new user or manage existing users in your department or group Resources ok Add Cancel Services Enter search criteria below Acct Auth Codes EY wy Call Center Calling Plan User ID a Last Name First Name Phone Number Extension Department In Trunk Group Edit tating Pian DCUser1 Summers Anne Edit Utilities DCUser2 Sales Leigh Edit DCUser3 Caro Jane Edit Page 1 of 1 o Add Cancel Group gt Profile gt Users 1 On the Group Profile menu page Click Users The Profile Users page is a list page that contains an advanced search The User ID Last Name First Name Phone Number Extension and Department display for each user Depending on the number of pages of data in a list list pages allow you to present the data several different ways You can click the headings of a column to change the sort order of items in the column use the input boxes below the data to specify search criteria or click the page links for example Next or Previous The advanced search lets you define specific search criteria to narrow your search and display a manageable list 2 To display the previous page click OK or Cancel 6 2 2 USER
304. on in the system and the function being performed 3 2 2 BUTTONS These buttons display on most content panes and are used to add modify and save data or to display the previous page BUTTON DETAILS Apply Click Apply to save any changed information on the current page ok Click OK to save any changed information on the current page and display the previous page Cancel Click Cancel to cancel the last operation reverts the display to information last saved on the page and display the previous page Add Click Add to display another page which allows you to add an item to the system for example a user Delete Click Delete to remove the selected item from the system Note Clicking the Back button on your browser can also be used to navigate the CommPilot web interface CHAPTER 4 BROADWORKS OVERVIEW 19 3 2 3 TEXT ALIGNMENT The CommPilot web interface aligns text to the left or right side of the screen according to the language set in your user or administrator profile However for the purposes of this manual all screen images and references to screen locations use the default English layout of left side alignment CHAPTER 4 BROADWORKS OVERVIEW 20 sH APTER G ETTI NG STARTED 3 3 LOG IN The Login page is used to log in to the CommPilot A user ID and password are required and are assigned by another administrator de ISELG Teira P Telephony User ID Password O Remember
305. onalised Name upload a wav file for the Auto Attendant and Voice Messaging The wav file needs to be in the following format CCITT u Law 8 000 kHz 8 bit Mono 1 On the Group Call Center menu page Click Call Centers Select the required call centre to Edit Click Voice Portal Click the Browse button Type the path and filename of the wav file OR Navigate to where your recording wav file is saved Select the file oe pE m S To save your changes Click Apply or OK ee me Sales Group Administrator Voice Portal Profite Voice Portal allows you to set a Personalized Name upload an audio file to use as your name for Auto Attendant and Voice Messaging Routing Policies OK Apply Cancel j Use Personalized Name for Auto Attendant and Voice Messaging Load Name l Browse OK Apply Cancel Group gt Call Center menu gt Call Centers gt Voice Portal 18 12 WEIGHTED CALL DISTRIBUTION This option only appears if the Weighted Call Distribution Policy was selected when creating or modifying a Call Centre When provisioning the call centre if the Weighted Distribution policy was selected you can assign a percentage value to each agent in the call centre When a new call comes in the system is more or less likely to assign that call to a given agent according to the values you set on this page Agents already occupied with a call are not included in the random determination
306. only The Alternate User must be configured as a Hunt Group only Click Search to find a desired user enter search criteria in the fields provided On the Available Users column select the Users to be assigned To assign the selected users click Add To move all users unselected at once click Add All To save click OK OK saves your changes and displays the previous page In the Display Timer drop down box select the time in seconds The Display Timer option controls how long the Application Server waits before automatically releasing the parked call when using Group Call Park The Display Timer option has a range from 2 to 15 seconds The default is 5 seconds Note The Display Timer option does not apply to calls parked by Call Park The Call Park service has a single Display Timer option Group Call Park groups do not have their own individual Display Timer options Select Enable Parked Destination Announcement to enable this option or de select it to disable it The Parked Destination Announcement option controls whether the Application Server provides an announcement The default is enabled Note The Parked Destination Audio Playback option does not apply to calls parked by Call Park and for those that the Call Park service has a single Parked Destination Audio Playback option Call Park groups do not have their own Parked Destination Audio Playback options In the Recall Timer text box enter the time in seconds When the Call
307. osition except as the national prefix or country code An asterisk can also be used as a wildcard This wild card can be used once in the trailing position to the right lf a digit string contains a and a the must be after the 4 To save your changes Click Apply or OK MODIFY A DIGIT STRING Use the Group Digit Strings Modify page to delete or modify a digit string for the Outgoing and Incoming Calling Plans for the group Welcome Sales Group Administrator Logout Digit Strings Modify Modify the selected digit string ok Delte _ Cancel Services Acct Auth Codes Name DSOne Call Center Digit String 111 B Calling Plan Utilities 0K bate Cancel Group gt Calling Plan gt Digit Strings 1 On the Group Calling Plan menu page Click Digit Strings 2 Click Edit or any item on the row for the string 3 To modify the string type data for the string An asterisk indicates required data A digit string can contain one or more question marks as a wildcard that represents any digit between 0 9 These wild cards can appear in any position except as the national prefix or country code An asterisk can also be used as a wildcard This wild card can be used once in the trailing position to the right If a digit string contains a and a the must be after the 4 To save your changes Click OK 19 3 PINHOLE DIGIT STRINGS Us
308. ou to search several different ways You can click the heading of a column to change the sort order of items in the column use the input boxes below the data to specify search criteria or click the page links for example Next or Previous To delete the device line Select the corresponding tick box To save your changes click Apply or OK Click Edit on any item on the row for the device line The User Shared Call Appearance Modify page displays Click Delete to to delete the device To modify a device or line click Edit or any item on the row for the User The Shared Call Appearance Modify page dispays Check the requird tick boxes To save your changes click Apply or OK CHAPTER 9 CALL CONTROL OPTIONS 83 14 To configure device policies click Configure Device Policies The Device Polices page displays 15 Check the requied tick boxes 16 To save your changes click Apply or OK Note After making changes within CommPilot to the Shared Call Appearance page for a user the user s phone will require rebooting for the change to take effect Multiple Call Arrangement The Multiple Call Arrangement MCA feature is added as an overlay to the existing Shared Call Appearance SCA feature SCA with MCA provides the ability for multiple calls to be handled concurrently on different SCA locations for a user No single SCA location is considered the active location so all locations are allowed to originate calls and receive new incoming c
309. oup OK Add Cancel Department al Edit No Entries Present Page 1 of 1 Departmenthy Starts With v Find Find All OK Add Cancel Group gt Profile gt Departments On the Group Profile menu page Click Departments Departments are listed with their parent departments if any For example the listing for a department named Pre Sales with the parent department Sales appears as follows Sales Pre Sales lf your group is part of an enterprise departments within your group are listed with your group name in parentheses For example if your group is named DEF Distributing the listing for a department named Public Relations appears as follows Public Relations DEF Distributing This distinguishes departments created at your group level from departments created at the enterprise level by your enterprise administrator 2 To display the previous page click OK or Cancel Add Departments Use the Group Departments Add page to add a department for the group After you have added a department you can assign users to the department Welcome Sales Group Administrator Logout Options b Profile Resources Services Acct Auth Codes Call Center Calling Plan Departments Add Add a new department OK Cancel Parent Department None W Department Calling Line ID Name Utilities Department Calling Line ID Number None OK Cancel Group gt Prof
310. oup will not ring if the user of the service is assigned an Authorization Code CHAPTER 17 ACCT AUTH CODES MENU 181 Welcome Sales Group Administrator Logout eS Administration Profile Set up the group and users to use authorization and account codes for outgoing calls Resources Using account codes enables the tracking of calls made outside the group by prompting users for an account code However codes are not validated The account codes you define are presented to the user in a read only screen on their CommPilot Portal Services 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 OK Apply Cancel b Acct Auth Codes Call Center Calling Plan Heet Me Conferencing Type Account Code Q Authorization Code Q Deactivated Utilities Number of Digits W Allow Local and Toll Free Calls without Account Authorization Code Enter search criteria below DeD y emy TT Non restricted Users Restricted Users Mandatory Usage Sales Leigh DCUser2 Caro Jane DCUser3 Add gt Summers Anne DCUser1 Remove lt Add All gt gt Remove All Optional FAC based Usage Add gt Remove lt Add All gt gt Remove All OK Apply Cancel Group gt Services gt Acct Auth Codes On the Group Acct Auth Co
311. our services so you can make and receive calls from any specified fixed Acct Auth Codes personalized message to callers Callers have the option to connect to the operator dial phone mobile phone or soft client just as if it were your primary device by name or extension or connect to configurable extensions i Cali Cantar Custom Ringback Group Exchange Integration Define the media ringback to be played to callers to members or services of your group Calling Plan Configure the Exchange Integration settings for client integration Instant Group Call Meet Me Conferencing Call Park Enable users to call a group of users where the users can be part of the same group or Enable users to park a call against their call park group and set call park attributes can be external users Utilities Call Pickup Preferred Carrier Group Enable users to answer any ringing line in their call pickup group Display and modify the preferred carriers assigned to the group CommPilot Call Manager Series Completion Configure the CommPilot Call Manager settings for your group s users Provide key system functionality by hunting through a set of lines according to a pre arranged order Hunt Group i i Automatically process incoming calls received by a single phone number by distributing Third Pa Voice Mail Support them among a group of users or agents Enable users to send busy and unanswered calls to a third party voice mail system LDAP Integration Trunk Group Enable users t
312. packs available for your group CHAPTER 15 RESOURCES MENU 135 b Resources Services Call Center Calling Plan Utilities Acct Auth Codes Welcome Sales Group Administrator Logout Services Displays the service packs and or services that have been authorized for the group by your administrator You can see the number of service packs and or services that you can use in the Limits column and you can see how many you have used in the Allocated column Only your administrator can increase the number of services Iaa r Shuto Atendant Base a customizable automated receptionist that alons calers to dial by extension or dial by rame onima ut Attendant Basie deo Ade vdeo support to an Aue Attendant Base OOOO OOU o US CETO E A E Allows user to suspend a call for an extended period of time and then retrieve that call from any extension Users Call Park i assigned to a call park group can park calls on that group Users assigned to a call pickup group can answer calls from any phone in that group unlimitedfo i Allows a group administrator to configure the ringback played to callers to your group Adds video support for Custom Ringback Group Allows a service provider to restrict SIP device call originations to within the home zone of a user s group Allows a group administrator to restrict incoming calls by call type Allows users to call a group of users where the users can be part of the same group or can
313. play Enter the Time between Messages in seconds Audio Default is selected indicating that the default entrance message will be played To select an alternative Entrance message ensure the message has been pre recorded and saved as a wav file The wav file needs to be in the following format CCITT u Law 8 000 kHz 8 bit Mono Click Custom field Click the Browse button Type the path and filename of the wav file OR Navigate to where your recording wav file is saved Select the file Click Apply to save your changes Click Music on Hold Message tab 196 29 30 31 32 33 34 35 36 37 38 39 40 41 Group gt Call Centers CC_DC Welcome Sales Group Administrator Logout Opti z tne Announcements DP Profile Announcements allows you to customize the Call Center voice prompts that are played to callers while waiting in queue Routing Policies Incoming Calls Calling Plans Note The urls files for audio video will be played in the order they are listed Entrance Message Estimated Wait Message omfort Message i JiEnable music or video on hold for queued calls Audio Default URL is 2 3 4 custom File1 Clear File2 Clear File3 Clear File4 Clear _ External Source C Use Alternate Source for Internal Calls Internal Audio Default Dur 1 2 3 4 p Custom File1 Clear File2 Clear Fi
314. pply Cancel V Enable Device Feature Synchronization O Multiple User Shared Lines OK Apply Cancel Group gt Profile gt Users gt Device Policies 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Device Policies Select Enable Device Feature Synchronization if required A Oo A o oe To save your changes click Apply or OK 6 2 16 SUPERVISOR Use the User Profile Supervisor page to Manage a list of agents supervised per call centre Select either Single User Private and Shared Lines or Multiple User Shared Lines Options b Profile Incoming Calls Outgoing Calls Call Control Calling Plans Group gt Users DCUser1 Welcome Sales Group Administrator Logout Supervisor Manage a list of agents supervised per call center Call Center ID Edit cc_pc Edit Group gt Profile gt Users gt Supervisor CHAPTER 6 PROFILE MENU 37 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Click Supervisor So Ss E Click Edit or any item on the row for the Call Centre I D Group gt Users DCUser1 Welcome Sales Group Administrator Logout east Supervised Agents Profil Profite Configure agents to be supervised Available agents are any a
315. provides a web based tool you use to customize your services To activate the tool click on the Call Manager link at the s u irectories i i icroso t top of the page This opens the CommPilot Call Manager which allows you to initiate manipulate and receive calls as well as access your user directories including Microsoft Outlook Incoming Calls The Call Manager uses Microsoft Active X components to access your directories so be sure you accept the downloads when prompted so that the CommPilot Call Manager functions Outgoing Calls correctly Also the CommPilot Call Manager may be logged out if you lose network connectivity or your PC hibernates Call Control ok Apply Cancel Calling Plans Client Applications iM Launch CommbPilot Call Manager on Login Messaging Utilities OK Apply Cancel Group gt User gt Client Applications gt CommPilot Call Manager 11 4 OUTLOOK INTEGRATION CHAPTER 11 CLIENT APPLICATIONS OPTIONS 98 Outlook Integration enables you to integrate your personal contacts in Microsoft Outlook with your Telstra Telephony Toolbar Using Telstra Telephony Toolbar you can perform a search of your personal Outlook contacts by name or company Once the desired contact is located you may click to dial one of the contact s phone numbers Group gt Users DCUser1 Welcome Sales Group Administrator Logout sist Outlook Integration Outlook Integration enables you to i
316. r statistics to be reset each time they log into a queue entry to queue 9 Enable Call Centre External Reporting if reporting is required 10 Agent Settings Type or select the data or check or uncheck a box A checked box indicates a feature is enabled CHAPTER 18 CALL CENTRE MENU 186 INPUT BOX DESCRIPTION Allow agents to join Call Allow agents to log on to or log off from the call centre A check mark indicates that the feature is Centers on Allow Call waiting on agents Use this feature if you require the agents to have more than one call at a time directed to them Agents must also have their Call Waiting feature in their user profile also selected Enable calls to agents in Use this feature if you require the agents to receive calls while in the wrap up state wrap up state Enable maximum ACD wrap Specify in minutes and seconds how long the system will wait before routing a call to a free up timer agent When a caller hangs up before an agent the system may attempt to route another incoming call to that agent before he or she has replaced the handset causing the call to return to the queue unanswered When this box is checked the system waits the specified number of seconds each time an agent s phone indicates that it is ready to receive calls before routing a new call to that agent Automatically set agent state Specify Available default Unavailable Wrap up to automatically set the agents state when an to agent logs into th
317. re access code and an extension Flash Call Hold Hold a call with a feature access code when using a simple phone without call control capability Call Transfer Transfer a call to another phone In Call Service Activation Off Allows BroadWorks users hosted on a TDM system to activate mid call services Three Way Call Start a conference call Music Video On Hold On Play audio music or video when the remote party is held or parked N Way Call Start a N Way Conference Call Welcome Sales Group Administrator Logout Advanced BroadWorks Anywhere Configure the fixed and mobile phones you would like to link to this account Call Centers Display the call centers that you belong to and allow log in or log out from those call centers Hoteling Guest Off Allows a user to associate their service profile with a host user and use the host user s device as their primary device Push to Talk Make and selectively receive Push to Talk calls Remote Office Off Use the full CommPilot Call Manager functionality from another phone Shared Call Appearance Display alternate calling identity device profiles or lines assigned to you Group gt User gt Call Contol 9 1 BARGE IN EXEMPT Barge in Exempt allows you to block barge in attempts from other users with Directed Call Pickup with Barge in Group gt _Users DCUserl Welcome Sales Group Administrator Logout Options Barge in Ex
318. rectory Assistance hy Being Forwarded Transferred Description Calls within the business group Calls within the local calling area Calls made to toll free numbers Local toll calls International calls Calls made with the chargeable assistance of an operator Directory assistance calls Special Services I 700 Number calls Special Services II Premium Services I 900 Number calls Premium Services II 976 Number calls 1010XXX chargeable calls Example 1010321 Calls from internet Unknown call type Co aoe tance Group gt User gt Calling Plans gt Outgoing Calling Plan 8 To edit the Initiating Call Forwards Transfers settings click the Initiating Call Forwards Transfers tab 9 To allow a call type check the Permitted check box 10 To prevent a call type uncheck the Permitted check box Group gt _Users DCUserl Welcome Sales Group Administrator Logout Options o Outgoing Calling Plan Profile Outgoing Calling Plan allows you to view the calling plan rules for your outgoing calls Only your administrator can change which call types are permitted Incoming Calls Outgoing Calls Utilities Call Control Custom Settings DP callingPlans A SSE e Originating Call Initiating Call Forw Client Applications p itted FEAN Messaging KA Outside Group Being Forwarded Transferred to a party outside of the business group Group gt User gt Calling Plans gt Outg
319. required in order for a new or modified phone to obtain its configuration from the network 1 2 3 4 5 On the Group Resources Identity Device Profiles menu page Click Search and select the User s Phone Verify the MAC Address has been configured Verify the Identity Device Profile Type is correct Click Files Tab Note Telstra is responsible for loading the configuration files CHAPTER 15 RESOURCES MENU 129 6 Click Rebuild the Files to rebuild the device configuration file You will need to wait 3 6 minutes before resetting thephone Click Reset the Phones to reset a registered phone Ata Identity Device Profile Modify Profile View or modify files used by the dentity Device Profile OK Services stad es i oom Cal Center Calling Plan a a aia te IA mdpoint IP 650 DMS Utities r ihe Alee Reret the phone After rebuii ng the Ales be sure to reset the phones for yo ur change effect Ir Authenticated Access File Repository Fie Template file fdt nE DORESS cfg Y uttpz polyd ynloag Downlond Eds contact SVIMACADDORE mi vY ontact ehoider tet Y ogo group bmp Y logo profile bmo v logi BW MACADORESS GI SB WMACADORE v o2 EWMACADORESS e b v 21 pisceholder txt v S erndes WEWMACADORESS dg Y erndes hi WMACADOR E Y en placeholder txt a phone BWOEVICEID Y F Y f1 OK Group gt Resources gt Identity Device Profiles This feature supports the following devices Cisco 7940 Cisco
320. ria Use Service Provider Enterprise Criteria Calling Plan P NS Screening Failure Policy Display the received caller ID Utilities Do not display the caller s number Do not display the caller s name or number Name Description Prefix Digits Priority Edit testdcid 1 Edit ok Apy Add J _Cancel_ Group gt Profile gt Dialable Caller ID h On the Group Profile menu page Click Dialable Caller ID Select which Dialable Caller ID to use Use Group Criteria to use the dialable caller ID criteria defined for the group Use Service Provider Enterprise Criteria to use the criteria defined for the service provider enterprise Select the NS Screening Failure Policy Display the received caller ID to display the caller s identity received from the network Do not display the caller s number to display only the caller s name Do not display the caller s name or number to not display the caller s identity AO O a p o e To save your changes click Apply or OK CHAPTER 14 PROFILE 126 CHAPTER 15 RESOURCES MENU This chapter contains sections that correspond to each item on the Group Resources menu page Welcome Sales Group Administrator Logout Options Resources Profile oe Configuration Assignment Services Identity Device Endpoints Activate Numbers Display the identity device endpoints assigned in the group Activate or deactivate phone numbers Acct Auth Codes i F Id
321. rings or for busy calls Voice Portal Change voice portal options for the user Group gt User gt Messaging Group gt Users DCUser1 Welcome Sales Group Administrator Logout Aliases Messaging Aliases allows you to enter numbers which when called from make your voice messaging box act as if you called from your office phone Delete Phone Number No Entries Present oe ace Cae est CHAPTER 12 MESSAGING OPTIONS 103 Group gt User gt Messaging gt Aliases 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 Fora selected user click Messaging 5 Click Aliases an Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Aliases Add Profile Messaging Aliases allows you to enter numbers which when called from make your voice messaging box act as if you called from your office phone Incoming Calls OK Cancel Outgoing Calls Call Control Calling Plans Client Applications DP Messaging Utilities Group gt User gt Messaging gt Aliases 6 To Add numbers Click Add Enter a phone number into the Phone Number field 8 To save your changes click Apply or OK 12 2 DISTRIBUTION LISTS Distribution Lists allows you to create lists of numbers to send voice messages in bulk These Voicemail messages are received in the
322. roup gt User gt Client Applications gt Attendant Console 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Client Applications Click Attendant Console a YY If the user requires the Attendant console to open on login check the Launch Attendant Console on Login box If the user has been assigned both the Call Manager and Attendant Console applications the check box can be selected to launch both applications on login If the user only has Attendant Console licened to them then they will ony have the option to select the Launch the Attendant Console box on login To allow users to configure or to prevent users from configuring their call details check or uncheck the Allow Users to Configure Call Details check box 8 To allow users to view their configured call details check or uncheck the View Call Details check box Note You can check this check box only if you have checked the Allow User to Configure Call Details check box for the user To specify which other users are to be monitored CHAPTER 11 CLIENT APPLICATIONS OPTIONS 96 1 Click Search to find a desired user enter search criteria in the fields provided For more information on defining search criteria see section 3 6 Advanced Search 2 Onthe Available Users column select the users to be monitored On acolumn you can select some or a
323. routed to another location Profile Incoming Calls Outgoing Calls ok Appy Cancel Call Control Calling Plans Client Applications Messaging Inbound Announcements Default Announcement BP Utilities _ Personal Announcement Load Personal Audio Announcement Load Personal Video Announcement Inbound Call Options Intercept All Inbound Calls Allow Inbound Calls from System Defined Phone Numbers Allow Inbound Calls Partial Intercept Use Alternate Outbound Blocking Announcement Route to Voice Mail Play new Phone Number _ Transfer on 0 to Phone Number Outbound Call Options O Block All Outbound Calls J Route to Phone Number Allow Outbound Local Calls OK Apply Cancel Group gt User gt Utilities gt Intercept User On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Utilities Click Intercept User Use the ntercept User control to determine whether or not the system will block this user s calls Click On to block this user s calls Click Off to return the user s account to normal service If you choose On configure the remaining controls as desired Choose Inbound Announcement to set the announcement the system will p
324. rrently assigned a service click View Users 3 Click OK to exit CHAPTER 15 RESOURCES MENU 139 CHAPTER 16 SERVICES MENU This chapter contains sections that correspond to each item on the Group Services menu page Group gt DCGrpi Welcome Sales Group Administrator Logout Options Services Profile REEDS Basic Advanced D Gorici Auto Attendant BroadWorks Anywhere Serves as an automated receptionist that answers the phone and provides a Extends your services so you can make and receive calls from any specified fixed Acct Auth Codes personalized message to callers Callers have the option to connect to the operator dial phone mobile phone or soft client just as if it were your primary device by name or extension or connect to configurable extensions i Exchange Integration Define the media ringback to be played to callers to members or services of your group Calling Plan Configure the Exchange Integration settings for client integration Instant Group Call Meet Me Conferencing Call Park Enable users to call a group of users where the users can be part of the same group or Enable users to park a call against their call park group and set call park attributes can be external users Utilities Call Pickup Preferred Carrier Group Enable users to answer any ringing line in their call pickup group Display and modify the preferred carriers assigned to the group CommPilot Call Manager Series Completion Conf
325. rs in the Specific phone numbers field To save your changes click OK 7 22 SIMULTANEOUS RING PERSONAL Simultaneous Ring Personal allows you to list phone numbers or SIP URI addresses you would like to ring in addition to your primary phone when you receive a call This feature is helpful when you are not at your phone but you would like your mobile phone to ring when you get a call You can also turn off simultaneous ringing when you are at your desk on a call Answer Confirmation required is configured by your Customer Administrator to prompt the answering party to enter a confirmation digit to confirm acceptance of the call Warning If your mobile phone or other phone has voice mail that picks up before your office voice messaging picks up your voice mails could be on your mobile phone messaging system CHAPTER 7 INCOMING CALL OPTIONS 58 Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options z 4 Simultaneous Ring Personal Profile Simultaneous Ring Personal allows you to list up to 10 phone numbers or SIP URI addresses you would like to ring in addition to your primary phone when you receive a call This feature is helpful when you are not at your phone but you would like your cell phone to ring when you get a call You can also turn off simultaneous ring when you are at your desk on a call The criteria for each Simultaneous Ring entry can be a list of up to 12 phone numbers or digit patterns a specifi
326. s 6 To save your changes Click Apply or OK 18 10 ANNOUNCEMENTS Announcements allow you to customise the Call Centre voice prompts that are played to callers at different times when their calls are answered Entrance message and when calls are put on hold Periodic comfort message and Music Video On Hold WAV files can be created for announcements however externally streaming sources URLs are not supported Instructions on the procedure of creating wav files are documented in the Help screen from any section you can add a wav file There is a default Entrance message Periodic comfort message and Music on Hold automatically configured however you can change these to customise them as required 1 On the Group Call Center menu page Click Call Centers 2 Select the required call centre to Edit 3 Click Announcements CHAPTER 18 CALL CENTRE MENU 194 Four tabs are available for configuration Entrance Message Estimated Wait Message Comfort Message Music on hold Message The Entrance Message tab is selected by default Group gt _Call Centers Welcome Sales Group Administrator Logo Options Announcements Profe Announcements allows you to customize the Call Center voice prompts that are played to callers vile vaiting in queue i f Ay Cane Calling Plans Note The uris files for audio video will be played in the order they are listed frate wat messaoe Faa Play entrance message En
327. s System Provider Mail Server Allow users to configure their Voice Mail Advanced Settings Mail Server Protocol POP3 3 Specifiy the Group Default Full Mailbox Limit The default setting is 30 minutes 4 Specifiy the Group Default Message Aging The default setting is Off 5 Specifiy the Group Default Hold Period The default setting is 15 days 6 To save your changes Click Apply or OK CHAPTER 16 SERVICES MENU 171 16 10 VOICE PORTAL Use this item on the Group Services menu page to e Configure Voice Portal CONFIGURE VOICE PORTAL Use the Group Voice Portal page to turn the feature on or off to configure the voice portal and to add or modify the password for voice portal administrators in the group All voice portal administrators share the same password and can use their phone and the voice portal to change the announcements for auto attendants The Voice Portal allows you to specify the number users without the Voice Messaging User service call to access Voice Messaging using the voice portal One number is used for all services if users do not have a service assigned they do not hear options for that service in the menu when calling this number Note The phone number or extension for the Voice Portal must be set for the Voice Messaging service to function Acct Auth Codes Call Center Calling Plan Utilities Voice Portal Enable users to call from any phone and con Welcome Sa
328. s The Users menu options screen displays where feature changes can then be made Click OK to save your changes and display the previous page 15 4 NETWORK CLASSES OF SERVICE Use this item on the Group Resources menu page to display the list of assigned Network Classes of Service A a Welcome Sales Group Administrator Logout Options n Network Classes of Service Profil S Displays the list of assigned Network Classes of Service D Resources OK Apply Cancel Services Default Name Description Edit Acct Auth Codes No Entries Present Call Center Page 1 of 1 Calling Plan Starts With v Find Find All Group gt Resources gt Network Classes of Service On the Group Resources menu page Click Network Classes of Service To display all of the assigned NCOS click Find All To search for specific NCOS enter your search criteria and click Find Click Cancel to display the previous page 15 5 NUMBERS Use this item on the Group Resources menu page to List Assigned Numbers and Change Department Assignment of Numbers CHAPTER 15 RESOURCES MENU 133 List Assigned Numbers Use the Group Numbers page to list the numbers assigned to your group This page displays the phone numbers of groups as well as department and indictes if they are active You can selct a phone number and modify the department to which it belongs Welcome Sales Group Administrator Logout
329. s UserID Starts With Available Users Assigned Users Remove lt Add All gt gt Remove All Move Up Move Down OK Cancel Group gt Services gt Series Completion 1 On the Group Services menu page Click Series Completion 2 Click Add 3 Type the group name An asterisk indicates required data 4 Assign users 5 Click Search to find a desired user enter search criteria in the fields provided CHAPTER 16 SERVICES MENU 178 6 To assign the selected users click Add To assign all users unselected at once click Add All To save your changes Click OK MODIFY OR DELETE ASERIES COMPLETION GROUP Use the Group Series Completion Modify page to delete a group or to modify the information for the group 1 On the Group Services menu page Click Series Completion Click Edit or any item on the row for the group Edit the information for the group Type or select information An asterisk indicates required data Assign users Click Search to find a desired user enter search criteria in the fields provided To assign the selected users click Add To assign all users unselected at once click Add All Unassign users Soe See E On the Assigned Users column select the users and click Remove To unassign all users unselected at once click Remove All 9 To save your changes Click OK TO DELETE ASERIES COMPLETION 1 On the Group Services menu page Click Series Completion 2 Cl
330. s gt Services 1 On the Group Resources menu page 2 Click Services 3 To display the previous page click OK CHAPTER 15 RESOURCES MENU 136 15 8 TRUNKING CALL CAPACITY Use this item on the Group Resources menu page to display the maximum number of simultaneous calls available for your group to use in trunking groups s Welcome Sales Group Administrator Logout iiss Trunking Call Capacity Profile Displays the number of business trunking license units and bursting maximum number of simultaneous calls available for your group to use in trunking groups D Resources Services Acct Auth Codes Maximum Capacity for any Trunk Group 0 Call Center Allocated Bursting Calls to this Group 0 Calling Plan Utilities Group gt Resources gt Trunking Call Capacity On the Group Resources menu page Click Trunking Call Capacity To display the previous page click OK 15 9 ASSIGN GROUP SERVICES Use this item to assign or unassign group services for your group Welcome Sales Group Administrator Logout Options Assign Group Services Profile Assign or unassign group services for the group D Resources OK Apply Cancel Services Acct Auth Codes Available Services Assigned Services Call Center Account Authorization Codes z Add gt Call Capacity Management lling PI c Enhanced Outgoing Calling Plan Utilities Remove lt Incoming Calling Pla
331. s With v m Search Available Users Monitored Users Caro Jane DCUser3 Sales Leigh DCUser2 Move Up Move Down re Group gt User gt Client Applications gt Busy Lamp Field h On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Client Applications Click Busy Lamp Field eS S To specify the SIP UR for the list type the name to associate with the list of users to monitor and select the Domain from the drop down list To enable notifications about calls being parked check the Enable Call Park notification tick box To specify which other users are to be monitored CHAPTER 11 CLIENT APPLICATIONS OPTIONS 97 8 Click Search to display all available users or enter search criteria in the fields provided For more information on defining search criteria see section 3 6 Advanced Search 9 On the Available Users column select the users to be monitored On a column you can select some or all of the items Item names are listed in alphabetical order To select several items in sequential order click the first name hold down the SHIFT key on the keyboard and click the last name To select several items but not in a particular order click the names while holding down the CTRL key on the keyboard 10 To assign the selected users click Add T
332. s click Apply or OK 7 18 PRIORITY ALERT Priority Alert allows you to make your phone ring with a different ring based on your pre defined criteria Use this service if you want to know when a specific person calls such as your manager or spouse or when you would like to easily tell when a call is from inside your group or outside your group Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Priority Alert Priority Alert allows you to make your phone ring with a different ring based on your pre defined criteria Use this service if you want to know when a specific person calls such as Z your manager or spouse or when you would like to easily tell when a call is from inside your group or outside your group The criteria for each Priority Alert entry can be a list of up D Incoming Calls to 12 phone numbers or digit patterns a specified time schedule and a specified holiday schedule All criteria for an entry must be true for the phone to ring with a different tone phone number and day of week and time of day Profile Outgoing Calls Call Control OK Apply Add Cancel Calling Plans Active Description Priority Alert Calls from Edit No Entries Present Client Applications ok Ay Add Cancel Messaging Utilities Group gt Profile gt Users gt Incoming Calls gt Priority Alert 1 On the Group Profile menu page Click Users 2 Cl
333. s options for how you want to use the data you enter in the text box on the right The contents of these three input boxes comprise your search criteria Sd Input Boxes for Search Criteria To display only items that meet your search criteria 1 Select or type the criteria and click Search To display all the items in the list 1 Click Search 3 5 3 DISPLAY ANOTHER PAGE A page that contains more list data than can be displayed on one page displays links that display the first and last pages of data First and Last links and the previous and next pages Previous and Next links as shown in the following figure The number of links that display depends on the number of pages for the list and which page is currently displayed For example when the last page of a list displays the Last link is not displayed First Previous Page 2 0f5 Next Last Links for Scrolling Through Lists 1 To scroll through the pages of a list click a link 3 6 ADVANCED SEARCH This section describes how to search for specific information on a CommPilot page that contains an advanced search list for example the Enterprise Enterprise Directory page Options Enterprise Directory Displays the enterprise directory listing A su Profile Resources bR Acct Auth Codes Call Center Callina Plan Enter search criteria below wv sV wv n D iWtitities Starts With Search Enterprise gt Enterprise Directory 3 6 1 SPECIFY ADVANCED S
334. sable the playing of a selected WAV audio file or music or whatever the group wants with the Call Hold and Call Park services and to select the audio source and preferred Audio Codec for these services You can select an external device as the audio source for Music Video On Hold Welcome Sales Group Administrator Logout Options a i Music Video On Hold Modify Profil A Modify the selected Music Video On Hold source Resources OK Apply Cancel D Services Acct Auth Codes Internal Calls Settings Call Center Calling Plan im Enable music video during Call Hold Utilities _ Enable music video during Call Park O Enable music video during Busy Camp On Music Video On Hold message Preferred Audio Codec None V System Defined Music Video O External Source O Identity Device Profile None custom Music Video File Load Custom Music File OK Apply Cancel Group gt Services gt Music Video On Hold Welcome Sales Group Administrator Logout Options n s Music Video On Hold Modify Profile Modify the selected Music Video On Hold source Resources rori D Services nA codes c Call Center Calling Plan Jm Use Alternate Source for Internal Calls K osssseod Utilities Internal Music Video On Hold message Preferred Audio Codec None V System Defined Music Video O External Source O Identity Device Profile none custom Music Vi
335. save your changes Click OK ONCE USERS HAVE BEEN ADDED TO AN INSTANT GROUP CALL GROUP TO INTERCOM DIAL THE USERS Enter 50 this is the Feature Access Code for Push to Talk and the number or extension of the Instant Group Call All phones users added to the Instant Group Call group will ring when IGC is dialled User s phones will be called via the speaker 16 14 PREFERRED CARRIER GROUP This feature is currently not available 16 15 SERIES COMPLETION Use this item on the Group Services menu page to List Series Completion Groups Add a Series Completion Group Modify or Delete a Series Completion Grou Series completion allows calls to be routed to the next available line much like the Hunt Group service The difference is the caller dials a real directory number rather than a virtual one and several lines ring at several phones CHAPTER 16 SERVICES MENU 177 This service is used to support Key System functionality Key Systems typically ring all available lines in a specified order when a call is incoming regardless of the number dialed to reach the company For example when calling a technical support hotline the user dials 86470000 That number rings line 1 of the company If line 1 is busy it rings line 2 If line 2 is busy it rings line 3 and so on If all lines are busy the call can be sent to Voice Messaging or another assigned service of the group If all lines or users of this company were assigned to t
336. sent call Center Apply Calling Plan Utilities Group gt Services gt Hunt Group 1 On the Group Services menu page Click Hunt Group 2 To activate or deactivate a hunt group check or uncheck the Active box for the hunt group 3 To save your changes Click Apply or OK Add a Hunt Group Use the Group Hunt Group Add page to add the basic information for a new hunt group A hunt group is itself a virtual user the hunt group user and you provision it with many of the attributes a user has CHAPTER 16 SERVICES MENU 156 10 11 Welcome Sales Group Administrator Logout Options Hunt Group Add Profile Create a new hunt group Resources OK Cancel b Services Acct Auth Codes Hunt Group ID o o ooo model ipvs net V Call Center Name Calling Plan Calling Line ID Last Name Calling Line ID First Name Utilities Department Language English Vv Time Zone GMT 10 00 Australia Victoria v C Allow Call Waiting on agents Group Policy C circular Regular Simultaneous Uniform Weighted Call Distribution No Answer Settings O Skip to next agent after Rings _ Forward call after waiting fo seconds Calls Forward to Not Reachable Settings C Enable Call Forwarding Not Reachable Calls Forward to Make Hunt Group busy when all available agents are not reachable Calling Line ID Settings
337. ser services currently assigned to the user template Welcome Sales Group Administrator Logout Options 5 a New User Services Template Profile Define a set of services and or service packs that are assigned automatically to a user when a user s profile is created D Resources OK Apply Cancel Services Acct Auth Codes Available Service Packs Assigned Service Packs Sall Center TIPT Call Centre Agent Pack V6 TIPT Call Centre Standard V8 TIPT Call Centre Supervisor Pack V7 Utilities TIPT Executive Pack V8 TIPT Standard Pack V8 Calling Plan d Add All gt gt Remove All Assigned User Services Available User Services Advice Of Charge Alternate Numbers A Anonymous Call Rejection Attendant Console ve lt Authentication Automatic Callback Automatic Hold Retrieve Barge in Exempt Add All gt gt Basic Call Logs BroadWorks Agent Vv Remove All BroadWorks Anywhere OK Apply Cancel Group gt Resources gt New User Services Template UE WE UE Oe 1 On the Group Resources menu page Click New User Services Template 2 Inthe Available Services column select the items to be assigned On a column you can select some or all of the items Item names are listed in alphabetical order To select several items in sequential order click the first option hold down the SHIFT key on the keyboard and click the last option To select se
338. sign Services or Unassign Services from a User 6 2 9 Assign Call Centres 6 2 10 Unassign agents from Call Centres 6 2 11 Call Application Policies 6 2 12 Call Policies 6 2 13 Call Processing Policies 6 2 14 Communication Barring Auth Codes 6 2 15 Device Policies 6 2 16 Supervisor CHAPTER 7 INCOMING CALL OPTIONS 7 1 7 2 7 3 1 4 7 9 7 6 1 1 7 8 7 9 7 10 7 11 7 12 7 13 Basic menu Advanced menu Anonymous Rejection 7 1 1 To Activate Anonymous Call Rejection Calling Line ID Blocking Override 7 2 1 To Activate calling line id blockiig Override Calling Name Delivery 7 3 1 To Activate calling Name Delivery Calling Name Retrieval 7 4 1 To Activate Calling Name Retrieval Calling Number Delivery 7 5 1 To Activate calling Number Delivery Call Forwarding Always 7 6 1 To Activate Call Forwarding Always Call Forwarding Busy 7 7 1 To Activate Call Forwarding Busy Call Forwarding No Answer 7 8 1 To Activate Call Forwarding No Answer Call Forwarding Not Reachable 7 9 1 To Activate Call Forwarding Not Reachable Call Notify 7 10 1 To add number to the Call Notify page 7 10 2 To delete a Call Notify entry Connected Line Identification Restriction Do Not Disturb 7 12 1 To Activate Do Not Disturb External Calling line ID Delivery 7 13 1 To Activate External Calling Line ID Delivery CHAPTER 1 WHAT IS IP TELEPHONY 39 39 39 40 40 41 41 41 41 42 4
339. sion Users can park calls on extensions within their enterprise to which this service has been assigned Call Park Retrieve allows users to retrieve or reconnect with a call that was previously parked Call Pickup allows users to pick up calls within an assigned call pickup group The extensions in the call pickup group can be viewed on the CommPilot web interface for each user in the group The call pickup group is determined by an administrator and may or may not consist of those in listed in the Group Phone Lists When users dial the Call Pickup code the ringing phone in the group is answered If more than one phone is ringing Call Pickup allows users to answer the phone that has been ringing the longest CHAPTER 20 UTILITIES MENU 229 Call Retrieve allows users to retrieve an existing active call from another location The user dials the Call Retrieve feature access code from the location where the call is to be retrieved This feature can be used from the primary location or from a Shared Call Appearance alternate location Call Return allows users to return a call to the phone number of the last call received Users will be allowed to return calls only to call types that are included in the Outgoing Calling Plan Call Return Number Deletion deletes the last incoming number Call Waiting Interrogation allows users to dial the Feature Access Code to find out what their Calling Waiting setting is currently set at Call Waiting Persistent
340. sk indicates required data 5 To save your changes Click Apply or OK Add or Modify a Voice Portal Password Use the Hunt Group Passwords page to add or change the password for the hunt group voice portal Group gt _Hunt Groups 12345 Welcome Sales Group Administrator Logout Opti 2 stato Passwords Passwords allows you configure your passwords for the web portal and or portal Set portal password Reset Password Group gt Services gt Hunt Group gt Passwords b Profile Calling Plans 1 On the Group Services menu page Click Hunt Group 2 Click Edit or any item on the row for the hunt group CHAPTER 16 SERVICES MENU 160 3 Click Passwords 4 Type and retype the password in the Reset Password text boxes 5 To save your changes Click Apply or OK Configure a Personalised Name Use the Hunt Group Voice Portal page to add or change the audio file that contains the personalised name for the hunt group The Personalised Name is used in the Auto Attendant and Voice Messaging services for the hunt group Group gt _Hunt Groups 12345 Welcome Sales Group Administrator Logout Options 2 Voice Portal b Profile i i i n n z Voice Portal allows you to set a Personalized Name upload an audio file to use as your name for Auto Attendant and Voice Messaging Calling Plans OK Apply Cancel W Use Personalized Name for Auto Attendant and Voice Messaging Lo
341. splay a list of users in your group 3 Click Edit or any item on the row for the 4 Click Assign Services 6 2 8 1 ASSIGN SERVICE PACKS AND USER SERVICES In the Available Service Packs column select the items to be assigned On a column you can select some or all of the items Item names are listed in alphabetical order To select several items in sequential order click the first option hold down the SHIFT key on the keyboard and click the last option To select several items but not ina particular order click the options while holding down the CTRL key on the keyboard To assign the selected items click Add gt To assign all items unselected at once click Add All gt gt 6 2 8 2 UNASSIGN SERVICE PACKS AND USER SERVICES 1 Select the items in the User Service Packs or User Services column and click Removes To unassign all items unselected at once click Remove All lt lt 2 To save your changes click Apply or OK Note You can only assign service packs that are authorised for your group and which you have assigned to the group Go to Group Resources Services or refer to Section 16 5 Depending on the Service Packs you have purchased will determine which Service Packs appear in the Available Service Packs Column Service Packs that are potentially available to be assigned are TIPT Executive Pack TIPT Standard Pack TIPT Basic Pack Even though these packs may appear in the Available Service Packs Column they are just
342. ssigned Premium Client Applications ACD State IPUR S V en Agent Threshold Profile Default Agent Threshold Profile V Utiliti L_ Make outgoing calls as None V ites Use Guard Timer Setting O Default O User _ Enable guard timer for seconds Use Agent Unavailable Settings Default O User _ Force agent to unavailable on Do Not Disturb activation Force agent to unavailable on personal calls _ Force agent to unavailable after consecutive bounced calls Force agent to unavailable on not reachable Join Call Center Call Center ID Phone Number Extension Routing Type Skill Level SalesDept Priority Based nd ok Apply Cancel Group gt User gt Call Contol gt Call Centers 1 On the Group Profile menu page Click Users 2 Click Search to display a list of users in your group 3 Click Edit or any item on the row for the User 4 Onthe Users menu page Click Call Control 5 Click Call Centers 6 Click on the drop down arrow to change the ACD State Select the Agent Threshold Profile settings 8 Select the Use Guard Timer Settings 9 Select Enable Guard Timer for xx seconds if required 10 Specify Agent Unavailable Settings Default or User 11 Select from Force Agent to Unavailable on Do Not Disturb activation Force Agent to unavailable on personal calls Force Agent to Unavailable after xx consecutive bounced calls or Force agent to unavailable on not reachable 12 Click the Join Call Centre c
343. t This service is currently not configured a SS eS Click OK to display the previous page 11 6 BROADWORKS SUPERVISOR This feature is only visible if a user has the TIPT Call Centre pack assigned to them BroadWorks Supervisor is a client that enables users to perform typical call center agent activities call control advanced reporting and service configuration Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options mack BroadWorks Supervisor BroadWorks Supervisor Profile Incoming Calls Outgoing Calls Call Control This service has no configuration Calling Plans Client Applications Messaging Utilities Group gt User gt Client Applications gt BroadWorks Supervisor h On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Client Application Click Broadworks Supervisor A list of Supervisors assigned to a particular Call Centre will display only if configured a Ss s Click OK to display the previous page 11 7 BROADWORKS RECEPTIONIST This feature is only visible if a user has the miRECEPTION pack and it has been assigned to the user BroadWorks Receptionist is an advanced Attendant Console designed to meet the specific needs of an operator including advanced call control contact directories and phone status CHA
344. t the caller does not hear any Music Video On Hold The group source is not played Note A department administrator can modify the source selected for their department LIST MUSIC VIDEO ON HOLD TYPES Use the Group Services Music Video On Hold page to list the departments that have selected a custom source for its use The page always includes the Group default settings in this list From this page you can modify the Music Video On Hold source for the group or for a department Welcome Sales Group Administrator Logout Group MusicOnHold Upload an audio or video file which is a wav or mov file containing for example music or advertising onto the system that is to be played for callers on hold This service can be used in conjunction with the Call Hold and Call Park services Music On Hold for Call Centers is enabled and selected separately for each Call Center D Services OK Add Cancel Acct Auth Codes Music Video On Hold Type Department al Edit Group Edit Call Center Department EngineeringDept Edit Calling Plan OK Add Cancel Utilities Group gt Services gt Music Video On Hold 1 On the Group Services menu page Click Music Video On Hold 2 To display the previous page click OK or Cancel CHAPTER 16 SERVICES MENU 167 MODIFY MUSIC VIDEO ON HOLD FOR THE GROUP Use the Group Music Video On Hold Modify page to enable or di
345. t Number Redial 66 Location Control Activation 12 Location Control Deactivation 13 Make Outgoing Call as Call Center 80 Make Personal Outgoing Call 81 Monitoring Next Call 84 Music On Hold Per Call Deactivation 60 Night Service Activation Manual Override 70 Night Service Deactivation Manual Override 71 No Answer Timer 610 Per Call Account Code 71 Push to Talk 50 Selective Call Rejection Interrogation 51 Speed Dial 100 75 Speed Dial 8 74 Sustained Authorization Code Activation calls unlocking 47 Sustained Authorization Code Deactivation calls locking 37 Voice Mail Retrieval 86 Voice Portal Access 62 Group gt Utilities Menu gt Feature Access Codes Advice of Charge Activation Activates the Advice of Charge service responsible for gathering and generating advice of charge information sent to access devices The advice of charge information is calculated based on the applicable tariff at the moment of the communication CHAPTER 20 UTILITIES MENU 227 Anonymous Call Rejection Activation allows the user to dial the Features access Code 77 to activate the Anonymous Call Rejection service Anonymous Call Rejection Deactivation allows the user to dial the Features access Code 87 to deactivate the Anonymous Call Rejection service Anonymous Call Rejection Interrogation Informs the user whether the Anonymous Call Rejection service is activated or deactivated Automatic Callback Deactivation allows users to deacti
346. t length is specified for a code on the Group Administration page and a corresponding code is added on the Group Codes Management page if the code length is changed the original six digit code is deleted from the list of codes on the Group Codes Management page Welcome Sales Group Administrator Logout Codes Management Create new account or authorization codes and manage existing codes Add Cancel Apply Codes a 123456 BD Acct AuthCodes f CodeRed Description Call Center Add Cancel Arey Calling Plan Meet Me Conferencing Utilities Group gt Services gt Acct Auth Codes gt Codes Management 17 1 2 ADD AUTHORIZATION CODES Use the Group Codes Management Add page to add authorization codes 1 On the Group Acct Auth Codes menu page Click Codes Management Click Add 2 4 The length of a code is specified on the Group Administration page 5 To save your changes Click OK DELETE AUTHORIZATION CODES Type the information for the code An asterisk indicates required data 1 On the Group Acct Auth Codes menu page Click Codes Management 2 To delete a code Check the Delete box for the code 3 To save your changes Click Apply or OK CHAPTER 17 ACCT AUTH CODES MENU 183 CHAPTER 18 CALL CENTRE MENU For Premium Call Centre configuration You will need a Customer Enterprise Administrator l
347. t the Originating Calls settings click the Originating Calls tab For each type of call listed select Y N A or Tx Y or N means the user can or cannot make that type of outgoing call A means the user must enter an authorization code to make that type of outgoing call Tx where x 1 2 or 3 means that the user is transferred to the specified transfer number upon attempting to make that type of outgoing call To edit the nitiating Call Forwards Transfers settings click the Initiating Call Forwards Transfers tab Group gt _ Users DCUser1 Welcome Sales Group Administrator Logout Options Outgoing Digit Plan Profile Outgoing Digit Plan allows you to view the digit calling plan rules for your outgoing calls Only your administrator can change which call types are permitted Incoming Calls OK Apply Cancel Outgoing Calls Call Control DP Calling Plans caer F Originating Call b i I Client Applications Te Name Messaging v DSOne Utilities oe aoe cones Group gt User gt Calling Plans gt Outgoing Digit Plan 12 To allow a call type check the Permitted check box CHAPTER 10 CALLING PLAN OPTIONS 92 13 To prevent a call type uncheck the Permitted check box 14 To save your changes click Apply or OK 10 4 OUTGOING PINHOLE DIGIT PLAN Use the User Outgoing Pinhole Digit Plan page to view the Pinhole digit calling plan rules for
348. taneous Sends incoming calls to all agent numbers at the same time Once the call has been answered the remaining calls are released to the other available agents Uniform Sends the current incoming call to the agent who has been idle the longest After an agent has answered a call they are moved to the bottom of the call queue Weighted Call Distibution Incoming calls are assigned to idle agents based on percentages you assign on the Call Center s Profile Weighted Call Distribution page 5 Bandwidth and QoS Quality of Service settings 6 Select the Preferred announcement music codec for external calls from the drop down list this should be selected based on the codec your company is using Select the Preferred announcement music codec for internal calls from the drop down list this should be selected based on the codec your company is using 8 Call Centre Settings attributes for calls Type or select what you want for the call centre INPUT BOX DESCRIPTION Queue Length The limit for the number of calls that can wait to be transferred to the next agent Enable Video support This feature is not currently supported Play ringing when offering Deselect this option if you do not require ringing when a call is being offered call Allow callers to dial O to Deselect this option if you do not want callers to press 0 to escape out of the queue escape out of queue Reset caller statistics upon Check this box if you require calle
349. ted Call PickUp 9 5 DIVERSION INHIBITOR This feature is currently not available Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Diversion Inhibitor Diversion Inhibitor allows you to inhibit the remote party s redirecting of a call through the use of a Feature Access Code This can only be used for calls within a Group or Enterprise This service has no configuration Profile Incoming Calls Outgoing Calls D call Control Calling Plans Client Applications Messaging Utilities Group gt User gt Call Contol gt Diversion Inhibitor 9 6 DIRECTED CALL PICKUP WITH BARGE IN Directed Call Pickup with Barge in allows you to dial a feature access code followed by an extension to pick up or barge in on a call to another group member If the call has not been answered then it is picked up If the call has been answered then barge in occurs A barge in results in a three way call being created between you the group member being barged in on and the other party the group member is connected to You are the controller of the barge in three way call Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Directed Call Pickup with Barge in Directed Call Pickup with Barge in allows you to dial a feature access code followed by an extension to pick up or barge in on a call to another group member If the call has not been answer
350. tems that all group administrators can use e Auto Attendant e Exchange Intergration e Call Park e Call Pick Up e CommPilot CallManger e Hunt Group e LDAP Integration e Music Video on Hold e Voice Messaging CHAPTER 16 SERVICES MENU 140 Voice Portal This menu displays the items that all group administrators can use only if such functions have been assigned to them Broadworks Anywhere Custom Ringback Group if assigned Instrant Group Call if assigned Preferred Carrier Group Telstra Series Completion Third Party Voice Mail support Trunk Group 16 1 AUTO ATTENDANT Use this menu item on the Group Services menu page to List and Activate or Deactivate Auto Attendants Add an Auto Attendant Specify Greeting and Dialing Menu for Business Hours Specify Greeting and Dailing Menu for After Hours Modify an Auto Attendant Specify Greeting and Dialing Menu for Business Hours Specify Greeting and Dailing Menu for After Hours An auto attendant can be used in a standalone or multilevel configuration For a standalone configuration the service can transfer calls to another number access extension dialing access name dialing or connect to the operator For a multilevel configuration one auto attendant functions as the top level entry service From this level other auto attendants function at the departmental level Finally additional auto attendants can function at the individual user level Phone numbers
351. the Click Incoming Calls Click Alternate Numbers Click On Select the required number from the Phone number drop down list a oe a Select the require ring pattern Normal Long long Short short long Short long short from the Ring Pattern drop down list 9 Repeat the above two steps for additional required alternate numbers 10 To save your changes click Apply or OK 7 16 CALL FORWARDING SELECTIVE The Call Forward Selective feature automatically forwards your incoming calls to a different phone number when pre defined criteria such as the phone number time of day or day of week are met Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options Call Forwarding Selective Profile Call Forwarding Selective allows you to forward specific calls a ng your pre defin cri oE to a different phone number or SIP URI Use yes is service to forward calls from your manager a family member or an important customer to your cell phone alternate business phone or home phone The criteria for each Call Forwarding Selective entry can be a B Incoming Calls list of up to 12 phone numbers or digit patterns a specified ti ime schedule and a epecified holiday schedule All criteria dae r an entry must be sati tiefied for the call to be forwarded phone number and day of week and time of day If the call is not forwarded the call continues as if this service was not turned on Outgoing Calls Call Control OK Apply
352. the group from making outgoing calls based on a defined digit pattern Configure the digit strings to be used in the Outgoing Pinhole Digit Plan Outgoing Pinhole Digit Pian Transfer Numbers Override departments or the group outgoing dial restrictions based on a defined digit Define the transfer numbers that are used when a caller makes an outgoing call that pattern requires operator assistance as defined in the Outgoing Plan Group gt Calling Plan Menu The Group Calling Plan menu contains these items CONFIGURATION MENU This menu displays the items that group administrators use to configure codes and digit strings for calling plans e Codes Management e Digit Strings e Pinhole Digit strings e Transfer Numbers MANAGEMENT MENU This menu displays the items that group administrators use to manage calling plans e Incoming Calling Plan e Outgoing Calling Plan e Outgoing Digit Plan e Outgoing Pinhole Digit Plan 19 1 CODES MANAGEMENT Use this item on the Group Calling Plan menu page to e List Codes for the Group and Departments e Adda Code for the Group or a Department e Delete a Code for the Group or a Department CHAPTER 19 CALLING PLAN MENU 208 LIST CODES FOR THE GROUP OR A DEPARTMENT 1 On the Group Calling Plan menu page Click Codes Management 2 To display the previous page click OK ADD ACODE FOR THE GROUP OR A DEPARTMENT Use the Group Codes Management Modify Department and the Group
353. ther Call Centre queue Number of calls timed out This is the total number of calls that remain Unanswered and that are forwarded out of the Call Centre queue upon timeout Average number of agents This is the average number of agents who were in the talking state in the Call Centre during the talking specified period Average number of agents This is the average number of agents staffed in the Call Centre during the specified period staffed Average wait time This is the average amount of time that callers spend waiting for the next available agent to answer the call CHAPTER 18 CALL CENTRE MENU 191 Average abandonment time This is the average time that callers spend waiting for an agent before hanging up or selecting the option to leave a message VIEW STATISTICS FOR INDIVIDUAL AGENTS STATISTIC DESCRIPTION Number of calls handled This is the total number of calls handled by an agent Number of calls not This is the total number of calls extended to an agent that are not answered for any unanswered reason other than because the agent is busy Note that for a single call Centre instance an agent any be rung multiple times as the call can be placed in the queue and presented to the agent again Therefore this statistic may be incremented more than once for a given call to the Call Centre instance Average call time Average amount of time an agent spends on a call from the Call Centre The statistics account for all Call Centre ca
354. to enable Music onHold or Off to disable Music On Hold To save your changes click Apply or OK CHAPTER9 CALL CONTROL OPTIONS 73 9 12 N WAY CALL The N Way Call feature allows authorised users the ability to create ad hoc conferences with up to 7 other parties 8 Way Conference call using the Telstra Telephony Toolbar This feature is currently not available via CommPilot Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options N Way Call Profile N Way Calling allows you to perform a conference call that can be initiated from your phone or through the CommPilot Call Manager Incoming Calls Outgoing Calls B Call Control This service has no configuration Calling Plans Client Applications OK Messaging Utilities Group gt User gt Call Contol gt N Way Call 9 13 BROADWORKS ANYWHERE The Anywhere feature allows users with an Executive Service pack to designate a single phone number TIPT number for both incoming and outgoing calls regardless of which phone they are currently using i e Telstra IP desk phone mobile home phone etc When an incoming call arrives both the TIPT desk phone and any listed location phone rings The call can be answered on either phone listed lf the call is answered on the TIPT desk phone it can be pulled to the mobile or any other listed location to continue the conversation by dialling the Anywhere Portal number configured by th
355. trance message is mandatory when played Audio Default Appy Cancel Group gt Call Center menu gt Call Centers gt Announcements 4 Play Entrance Message is selected unselect if you do not want an entrance message to play 5 Audio Default is selected indicating that the default entrance message will be played 6 To select an alternative Entrance message ensure the message has been pre recorded and saved as a wav file The wav file needs to be in the following format CCITT u Law 8 000 kHz 8 bit Mono Click Custom 8 Click the Browse button 9 Type the path and filename of the wav file OR Navigate to where your recording wav file is saved and select the file 10 Click Apply to save your changes 11 Click the Estimated Wait Message tab Group gt Call Centers CC_DC Welcome Sales Group Administrator Announcements Profile Routi Policies 7 Apply Cancel Messaging _ Enable estimated wait message for queued calls Play updated weit message every seconds i Announce queue position Play message for callers in queue position 100 J Play high volume message Announce vait time Play message for callers with a wait time of 100 7 Play high volume message Default handling time 5 minutes per call OK Apy Cancel Announcements allows you to customize the Call Center voice prompts that are played to callers while waiting in queue a ET or lower
356. tration Track outside calls using account codes or authorize outgoing calls using authorization codes BP Acct Auth Codes Codes Management Call Center Configure account or authorization codes Calling Plan Meet Me Conferencing Utilities Group gt Services gt Acct Auth Codes Menu The Group Acct Auth Codes menu contains these Basic items e Administration e Codes Management Use the Group Acct Auth Codes menu to create groups of users who are required to enter a code before being allowed to continue with a call Account codes track the calls users make for example to a particular customer This feature is not currently supported Authorization codes prevent users from making calls unless they have been given an authorization code to do so 17 1 ADMINISTRATION IDENTIFY USERS FOR AUTHORIZATION CODE USAGE Use the Group Acct Auth Codes Administration page to e Identify the users who cannot make calls outside the group or to other groups without entering an authorization code after a prompt e Remove authorization code usage restrictions for local and toll free calls Calls made with authorization codes are reported to the billing records Calls are connected when a valid code is entered Outgoing calls restricted by the Outgoing Calling Plan or the Forwarded Transferred Calls portion of the calling plan service will not be permitted In addition Simultaneous Ring phone numbers that are outside the gr
357. ttings here also apply to other types of messaging such as fax if enabled incoming Calls Outgoing Calls OK Apply Cancel Call Control Calling Plans Voice Messaging O on off Client Applications Send All Calls to Voice Mail b Send Busy Calls to Voice Mail D Messaging b Send Unanswered Calls to Voice Mail Utilities When a message arrives Use unified messaging iv Use Phone Message Waiting Indicator N Forward it to this e mail address Additionally O Notify me by e mail of the new message at this address E mail a carbon copy of the message to Transfer on 0 to Phone Number OK Apply Cancel Group gt User gt Messaging gt Voice Management On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Messaging Click Voice Management Click On or Off for Voice Messaging Select one of the following 3 options Check the Send All Calls to Voice Mail box to send all incoming calls to voice mail Check the Send Busy Calls to Voice Mail box to send calls to voice mail when you are engaged in a Call Check the Send Unanswered Calls to Voice Mail box to send calls to voice mail when they are unanswered Select how you want to use the Voice Messaging service 8 10 11 12 13
358. uery Connected Line Identification Restriction Interrogation Customer Originated Trace Directed Call Pickup Directed Call Pickup with Barge in Direct Voice Mail Transfer Diversion Inhibitor Do Not Disturb Activation CHAPTER 20 UTILITIES MENU 224 79 83 22 72 73 58 82 66 2 13 80 81 84 60 70 71 610 71 50 B 75 74 47 Do Not Disturb Deactivation Escalate Call to Supervisor Flash Call Hold Forced Forwarding Activation Forced Forwarding Deactivation Group Call Park Initiate Silent Monitoring Last Number Redial Location Control Activation Location Control Deactivation Make Outgoing Call as Call Center Make Personal Outgoing Call Monitoring Next Call Music On Hold Per Call Deactivation Night Service Activation Manual Override Night Service Deactivation Manual Override No Answer Timer Per Call Account Code Push to Talk Selective Call Rejection Interrogation Speed Dial 100 Speed Dial 8 Sustained Authorization Code activation calls unlocking CHAPTER 20 UTILITIES MENU 225 37 Sustained Authorization Code activation calls locking 86 Voice Mail Retrieval 62 Voice Portal Access CHAPTER 20 UTILITIES MENU 226 Welcome Sales Group Administrator Logout Opti cinta Feature Access Codes Profile If Use FAC codes radio buttons are set to Group FAC codes configure t
359. ure user Device Policies Supervisor Allows the user to manage which agents to supervise per call center Group gt Profile gt Users gt Profile This menu displays the items that group administrators can use only if such functions have been assigned to them e Assigned Services e Assign Call Centres e Call Application Policies e Call Policies e Call Processing Policies e Communication Barring Auth Codes e Device Policies e Supervisor 6 2 2 1 MODIFY OR DELETE A USER PROFILE Note It is recommended NOT to delete a User as this will delete the entire User s profile Use the Users Profile page to modify or delete a user profile CHAPTER 6 PROFILE MENU 2 Group gt _Users DCUser1 Welcome Sales Group Administrator Logout Options E E Profile DP Profil Profile allows you to view and maintain your profile information The information filled in specifies your primary phone number extension and device that are used for handling calls F K the additional information section allows your mobile phone pager and other information to be visible to other group members in the group phone list Some of this information can or Incoming Calls modified by your administrator Outgoing Calls ok Apply Delte Cancel Call Control Calling Pl ans Enterprise ID DaveC Group DCGrp1 Client cations User ID DCUser1 Change User ID Also saves current scre
360. user One of these provisioned locations is the user s primary location while the other locations are called alternate locations A user can be assigned any type of device for their primary and alternate locations CHAPTER 9 CALL CONTROL OPTIONS 80 The Shared Call Appearance Call Retrieve feature allows a user to dial a FAC to retrieve an existing active call from another phone by dialling 11 The Shared Call Appearance Call Location Control feature enables the user to activate or deactivate an alternate phone lf a call is answered on one of the devices that a Shared line is configured the other devices with the Shared Line s do not register the answered calls as a missed call To activate an alternate phone lift the telephone handset enter the assigned code 12 To deactivate an alternate phone lift the telephone handset enter the assigned code 13 Use the User Shared Call Appearance page to configure SCA options 1 Alert all appearances for Click to Dial calls Alerts all of your shared call appearance locations when you place calls from The Telstra Telephony Toolbar 2 Multiple Call Arrangement On or Off If On is selected it allows each of your shared call appearance locations to be utilised while you are on a Call 3 Allow bridging between locations To allow bridging it allows one or more users to pick up the device at a user s shared call appearance locations and barge in on the user s current call 4 Enable C
361. vate all current automatic callback sessions Automatic Callback is a user service that allows users to be called back automatically by a previously busy line in their group as soon as that line becomes free Automatic Callback Menu Access Provides access to an interactive voice response IVR menu which lists the current pending callback requests and allows the user to cancel individual callback requests BroadWorks Anywhere E 164 Dialing Allows the user to dial an E 164 number The user dials the feature access code as an alias to the sign The system replaces the feature access code digits with the sign and resumes the call origination with an E 164 number Call Bridge Allows a user with the Shared Call Appearance BroadWorks Anywhere service to join a bridge Call Forwarding Always Activation allows users to redirect incoming phone calls to another number such as a mobile phone or administrative assistant After dialing the assigned code users dial the phone number to which calls will be redirected followed by the pound sign Call Forwarding Always Deactivation allows users to turn Call Forwarding Always off After deactivation calls ring to the user s phone unless the user has set up another service such as Call Forwarding Busy Call Forwarding No Answer or Call Management Do Not Disturb Call Forwarding Always Interrogation allows users to dial the Feature Access Code to find out what their Call Forward Always setting is curr
362. ved Group gt Profile gt Users gt Incoming Calls ANONYMOUS REJECTION The Anonymous Rejection feature prevents a caller from reaching you when the caller has explicitly restricted their number A user can also activate or deactive the Anonymous Call Rejection feature via Feature Access Codes To activate Anonymous Call Rejection press 77 To de activate Anonymous Call Rejection press 87 Group gt Users DCUserl1 Welcome Sales Group Administrator Logout Options Profile BP Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Anonymous Call Rejection Anonymous Call Rejection allows you to reject calls from callers who have blocked the display of their number Only deliberate anonymous numbers are rejected Callers whose numbers are unavailable are not rejected Callers that are rejected are informed that you are not accepting calls from unidentified callers Your phone does not ring and you do not receive any indication that they called However this does not apply to calls within your group ox acts cance Eo aoe cancel Group gt Profile gt Users gt Incoming Calls gt Anonymous Call Rejection 7 1 1 TO ACTIVATE ANONYMOUS CALL REJECTION 1 ee SS hE CHAPTER 7 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the user Cli
363. ver Check When login is disabled send e mail to and type the e mail address to send notification of failed login attempts To save your changes Click Apply or OK Note The settings on this page reflect the current settings for the group passcode rules If you have chosen to use other settings provided by your system provider administrator enterprise administrator or service provider administrator the settings displayed on this page may not reflect the settings currently in effect within your group 20 8 DEVICE CONFIGURATION Note Do NOT use this feature unless instructed by Telstra List Configurable Devices Modify Configuration of Configurable Devices Use the Group Utilities Device Configuraton to view the configurable devices assigned to the group From this page you can modify the configuration of a listed device CHAPTER 20 UTILITIES MENU 236 Welcome Sales Group Administrator Logout Resources Services Acct Auth Codes Call Center Calling Plan Meet Me Conferencing Utilities Options is i Device Configuration Profile Lists the configurable devices for the group Identity Device Profile Type al Configure Device Edit No Entries Present Page 1 of 1 Identity Device Profile Type IY Find Find All Group gt Utilities Menu gt Device Configuration 1 On the Group Utilities menu page Click Device Configuration 2 To display the previous page Cli
364. veral items but not in a particular order click the options while holding down the CTRL key on the keyboard 3 To assign the selected items click Add gt To assign all items unselected at once click Add All gt gt 4 To Unassign services Select the items in the Assigned Services column and click Remove lt To unassign all items unselected at once click Remove All lt lt 5 To save your changes click Apply or OK 15 11 EXISTING USER SERVICES Use this item to Assign or Unassign Service Packs or User Services Assign or Unassign Service Packs or User Services Use the Group Existing User Services page to assign service packs or user services to or unassign from all existing Current users in the group Only services authoriesd to your group display The Number Assigned column identifies the number of instances of services assigned to all users in the group or assigned individually to users CHAPTER 15 RESOURCES MENU 138 Options Profile D Resources Services Acct Auth Codes Call Center Calling Plan Utilities You can also view the users currently assigned a service or service pack on the Group Service Usage page Welcome Sales Group Administrator Logout Existing User Services Assign or unassign services and service packs from all existing users Note that when a service is removed from an existing user the configuration data saved for that user is also removed When executing this
365. visibility to this feature A Customer Group Administrator has access to the feature at the user level The Authentication feature performs authentication upon the registration of an IP phone to prevent unauthorized access to the system This password is used to authenticate an IP phone which allows calls to be made over Internet Protocol IP based networks The authentication password and user name can be different from the system password and user ID that are used at initial system login The maximum number of characters for the Authentication password is 60 characters CHAPTER 13 UTILITIES OPTIONS 110 So se eS Welcome Sales Group Administrator Logout Group gt _Users DCUserl1 Options Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging b Utilities Authentication Authentication allows you to use encryption to safely determine that the user at a given phone is who they say they are This helps prevent hijacking of service in hosted communications networks The user name and password must match the user name and password configured on your phone or in your phone s configuration file Authentication User Name DCUser1 Type new authentication password E Re type new authentication password OK Apply Cancel Group gt User gt Utilities gt Authentication On the Group Profile menu page Click Users Clic
366. visor can only expand the Call Centre they have been assigned to monitor There may be multiple Call Centres but you may only be assigned a single Call Centre to monitor What is the default refresh time for real time reports 5minutes is the default refresh time however this can be altered to a minimum of one minute Once have entered a name in the Search Directory and the name has been displayed how do display the entire directory again Click the Reset button X at the right side of the Search Directory field Why when I click on the Personal Directory tab there are no names or numbers displayed CHAPTER 22 KNOWN ISSUES COMMON PROBLEMS 247 A These names and number need to be entered into the Personal List menu option in CommPilot web portal for them to display on the tab Why when I click on the Speed Dials tab there are no names or numbers displayed These names and number need to be entered into the Speed Dial 8 100 menu option in CommPilot web portal for them to display on the tab PO Can I have a call answered automatically Yes select Auto answer from the menu in the status bar Why is my Answer button greyed out If you have Auto answer turned on your answer button will be greyed out as the calls will automatically be answered as soon as they are routed to you FO PO Why are the Agents logged in but not receiving calls If the Call Centre uses the Weighted Call distribution policy
367. w the criteria set on this page when entering resetting or changing their passwords CHAPTER 20 UTILITIES MENU 234 Welcome Sales Group Administrator Password Rules Profile Configure the password rules to be used when creating or updating passwords Resources OK Services Password Rules for Users Call Center y Passvord format cannot contain the login 1D Calling Plan oY cannot contain the old password D Utilities cannot be the reverse of the old password oe cannot be any of the last 5 passwords e must contain at least 1 number s y must contain at least 1 uppercase alpha character s y must contain at least 1 lowercase alpha character s y must contain at least 1 non alphanumeric character s e must be at least 7 characters Passwords expire Never Disable login After 5 failed login attempts UW When login is disabled send e mail to las team telstra com Group gt Utilities Menu gt Password Rules 1 On the Group Utilities menu page Click Password Rules 2 Click OK to display the previous page 20 7 PASSCODE RULES e List or Set Voice Portal Passcode Rules for Users LIST OR SET VOICE PORTAL PASSCODE RULES FOR USERS Use the Group Utilities Passcode Rules page to edit or view the criteria currently set for user passcodes in the Voice Portal service You can choose to follow the passcode rules set by Telstra or define your own passcode rules for use by the members of your group
368. wered by any user after the specified seconds number of seconds to the phone number specified in the Calls Forward to text box This box accepts values from 0 to 7200 seconds 2 hours Calls Forward to Calls not answered within the time specified by the Forward call after waiting X seconds control are transferred to the specified number If this number is not one assigned to the group type the complete number lt country code gt lt national number gt 9 The Not Reachable Settings configure how the service behaves if the service is unreachable INPUT BOX DESCRIPTION Enable Call Forwarding Not Check this box to have the system pass incoming calls to the defined number if the service in Reachable unreachable Calls Forward to Calls are transferred to the specified number Make Hunt Group busy Check this box to have the system give busy tone when all agents specified for the group are when all available agents unreachable are not reachable 10 The Calling Line ID Settings configure how the service will display the CLID INPUT BOX DESCRIPTION CHAPTER 16 SERVICES MENU 165 Use the system default CLID Select ths option to use the system default CLID setting this currently does not include the Hunt configuration group name Customise the CLID for this Select this option to customize the CLID for the Hunt group Hunt Group ASSIGN USERS AS MEMBERS OF THE HUNT GROUP To find a desired user enter search criteria in the fie
369. window 4 To display the previous page click OK 20 5 INVENTORY REPORT e Generate Inventory Report for the Group GENERATE INVENTORY REPORT FOR THE GROUP Use the Group Inventory Report page to generate a report that lists an inventory of one or more of these criteria users services phone numbers devices or department You can also send a copy of the report to an e mail address Group Welcome Sales Group Administrator Logout Options Inventory Report Profile n Generate a report for the resources used by the group Resources Cancel Services a Acct Auth Report Generation Critena Call Center J User Calling Plan iy Saree J Phone Number Utilities V Device J Oepartment Send report to this e mail address OK Cancel Group gt Utilities Menu gt Inventory Report CHAPTER 20 UTILITIES MENU 233 User Name Phone Number CC Sales Caro Jane Caro Jane Caro Jane Sales Leigh Sales Leigh Sales Leigh Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne Summers Anne c D a Department iIdentity Device Profile Name IP Address Port Sa
370. wing phone numbers and list the relevant numbers in the Specific phone numbers field 6 To save your changes click OK 7 20 SELECTIVE REJECTION The Selective Call Rejection feature allows you to reject calls that meet your pre defined criteria These callers will be given an announcement that you cannot be reached Use this feature to prevent nuisance calls from people you would rather not talk to The criteria for each Selective Call Rejection entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule All criteria for an entry must be true to reject the call CHAPTER 7 INCOMING CALL OPTIONS 55 Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options O Selective Call Rejection Profile Selective Call Rejection allows you to reject calls that meet your pre defined criteria These callers will be given an announcement that you cannot be reached Use this feature to prevent nuisance calls from people you would rather not talk to The criteria for each Selective Call Rejection entry can be a list of up to 12 phone numbers or digit patterns a D Incoming Calls specified time schedule and a specified holiday schedule All criteria for an entry must be true to reject the call Active Description Reject Calls Edit Calling Plans No Entries Present Messaging Outgoing Calls Call Control Utilities Group gt Profile gt Users gt Incoming Calls gt
371. wn the SHIFT key on the keyboard and click the last name To select several items but not in a particular order click the names while holding down the CTRL key on the keyboard 14 Click Add To add all users unselected at once click Add All CHAPTER9 CALL CONTROL OPTIONS 19 15 To remove users On the Selected Users column select the users and click Remove To remove all users unselected at once 16 Click Remove All 17 To save your changes click Apply or OK 9 18 REMOTE OFFICE Remote Office allows you to use your home phone your mobile phone or even a hotel phone as your business phone By using the Telstra Telephony Toolbar you can make phone calls from this remote phone and have them billed to your business The Calling Line ID that a caller sees is your primary desk phone number This service also directs all calls coming to your business phone to ring the remote office phone Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Remote Office Profile Remote Office allows you to use your home phone your cell phone or even a hotel phone as your business phone By using the CommPilot Call Manager you can make phone calls incom allies from this remote phone and have them billed to your business This service also directs all calls coming to your business phone to ring the remote office phone Outgoing Calls OK Apply Cancel BP Call Control Calli
372. wo feature access codes prefixes that are used for authorized services for the group Otherwise Service R Provider FAC codes will be used If Speed Dial 100 is used the prefix for that service may be set Be careful to avoid conflicts between Feature Codes Speed Dial Codes esources A a Extensions and Emergency Numbers Services Speed Dial 100 Prefix e Use FAC codes Service Provider FAC codes Group FAC codes Acct Auth Codes Calling Plan Call Center Meet Me Conferencing Utiliti Feature Access Code Name Main Required Alternate Optional Advice Of Charge Activation 34 Anonymous Call Rejection Activation 77 Anonymous Call Rejection Deactivation 87 Anonymous Call Rejection Interrogation e Automatic Callback Deactivation 8 Automatic Callback Menu Access 9 BroadWorks Anywhere E 164 Dialing 14 Call Bridge 15 Call Forwarding Always Activation 72 Call Forwarding Always Deactivation 73 Call Forwarding Always Interrogation 21 Call Forwarding Always To Voice Mail Activation 21 Call Forwarding Always To Voice Mail Deactivation 21 Call Forwarding Busy Activation 90 Call Forwarding Busy Deactivation 91 Call Forwarding Busy Interrogation G7 Call Forwarding Busy To Voice Mail Activation 40 Call Forwarding Busy To Voice Mail Deactivation 40 Call Forwarding No Answer Activation 92 Call Forwarding No Answer Deactivation 93 Call Forwarding No Answer Interrogation t61 Call Forwarding No Answer To V
373. ws you to set up to 100 speed dial numbers that can be called Once configured in CommPilot to dial the number on your handset you enter the dialing prefix is the default then dial speed dial code The relevant phone number configured in the Speed Dial 100 page will then be dialled s es SS 2 Group gt _Users DCUserl1 Welcome Sales Group Administrator Logout Group gt User gt Outgoing Calls gt Speed Dial 100 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the On the Users menu page Click Outgoing Calls Select Speed Dial 100 To add speed dial numbers Click Add Group gt _Users DCUser1 Options Speed Dial 100 Profile Speed Dial 100 allows you to set up to 100 speed dial phone numbers or SIP URI addresses that can be called with the push of a few Enter the aa ee ee sase pd dial it and then just hit the speed code prefix and number on your touch pad to call it You can also program your speed di a usi aa pec r phone karp mini aor sa pma aor D Outgoing Calls OK Apply Add Cancel Call Control Calling Plans Speed Dial 100 Dialing Prefix Client Applications Delete Speed Code 100 aj Phone Number SIP URI Descri n Edit Messaging No Entries Present Utilities OK Apply Add Cancel Welcome Sales Group Administrator Logout Options Speed Dial 100 Add Profile Add a new speed
374. y private number _ Any unavailable number Specific phone numbers 0 cance Group gt Profile gt Users gt Incoming Calls gt Call Notify 3 Select Notify or Do not notify 4 Select a Time and or Holiday schedule if required CHAPTER 7 INCOMING CALL OPTIONS 46 5 Specify in the Calls From field Any phone number OR Following phone numbers and enter the relevant phone numbers one number in each field 1 To save your changes click OK 7 10 2 TO DELETE A CALL NOTIFY ENTRY 1 On the Call Notify page 2 Click Edit or any item on the row for the entry 3 Click Delete The entry is deleted and the Call Notify page displays 7 11 CONNECTED LINE IDENTIFICATION RESTRICTION The Connected line Identification Restriction feature allows a user to block their number from being shown when receiving calls Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Connected Line Identification Restriction Profile D Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities ee eS Connected Line Identification Restriction allows you to block your number from being shown when receiving a call Members of your group can still see your number when they call you You have the choice of turning it on or off for all calls and then selectively turning it right back on or off using the feature access codes OK Apply
375. you have IP phones these connect directly to the LAN If you have analogue phones they are connected to the LAN by another gateway 2 3 CUSTOMER SERVERS As well as your LAN you may have one or more servers hosted locally e DHCP server optional e Customer DNS Server optional 2 4 DHCP SERVER Customer Dynamic Host Configuration Protocol DHCP Server optional used to dynamically allocate and assign IP addresses to Access Devices without administrative attention Mandatory DHCP settings are e P address e Subnet mask e Default route e DNS server e Domain Optional settings are one of the following e DHCP option 150 FTP server IP address e DHCP option 66 TFTP server IP name With the introduction of TIPT DMS the DHCP Router settings for existing customer are required to be amended Option 66 and 160 need to be adjusted New customers receive these settings automatically 2 5 DNS SERVER The customer network uses Domain Name Service DNS for the location of service resources If a Customer DNS is not provided the customer will utilise the DNS available in the TIPT Platform 2 6 IP PHONE CONFIGURATION SERVER STAGE 1 ONLY CHAPTER 3 CUSTOMER NETWORK AND DEVICES 14 Stores configuration files for the IP Phones within the customer network The configuration files contain specific and general configuration information for IP phones The configuration files are loaded onto the Customer IP Phone Configuration
376. your outgoing calls Only an administrator can change which call types are permitted Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Profile Incoming Calls Outgoing Calls Call Control Calling Plans Client Applications Messaging Utilities Outgoing Pinhole Digit Plan Outgoing Pinhole Digit Plan allows you to view the Pinhole digit calling plan rules for your outgoing calls Only your administrator can change which call types are permitted ox a Vi Custom Settings 4 Pinhole omen test Legend Ignore I Allow Y Authorization code required A Transfer to ist transfer number T1 Transfer to 2nd transfer number T2 Transfer to 3rd transfer number T3 ok Apply Cancel Group gt User gt Calling Plans gt Outgoing Pinhole Digit Plan 1 On the Group Profile menu page Click Users eS SS FP Click Search to display a list of users in your group Click Edit or any item on the row for the User For a selected user click Calling Plan Click Outgoing Pinhole Digit Plan To view the Originating Calls settings click the Originating Calls tab To return to the previous page click OK 10 5 TRANSFER NUMBERS Use the User Transfer Numbers page to configure or change the transfer numbers used in the selected user s outgoing calling plan You can configure up to three transfer numbers for use with the selected user s outgo
377. ype V Starts With V Find Find All OK Apply Add Cancel Group gt User gt Call Contol gt Shared Call Appearance 1 On the Group Profile menu page Click Users Click Search to display a list of users in your group Click Edit or any item on the row for the User On the Users menu page Click Call Control Select Shared Call Appearance ew S E Select Alert all appearances for Click to Dial calls Alert call apperancers for Group Paging calls or Allow Call Retrieve from another location Click the On option in Multiple Call Arrangement 8 Select Allow bridging between locations This allows one or more users to pick up the device at a user s shared call appearance locations and barge in on the user s current call CHAPTER9 CALL CONTROL OPTIONS 84 Enable Call Park Notification if required QO Select a Barge Warning tone if required 1 To save your changes click Apply or OK CHAPTER9 CALL CONTROL OPTIONS 85 CHAPTER 10 CALLING PLAN OPTIONS The User Calling Plan menu contains these items Group gt Users DCUser1 Welcome Sales Group Administrator Logout Options Calling Plans Profile T Galle Incoming Plan Outgoing Plan Outgoing Calls Incoming Calling Plan Outgoing Calling Plan Display the type of phone numbers you can receive calls from Display the type of phone numbers you can call Call Control Outgoing Authorization Codes D Calling Plans Define th

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