all westcommunications€¦ · hosted pbx – let’s get started! 4/2019 1. 2. 4. 3. 1. links that...
TRANSCRIPT
ALL WEST COMMUNICATIONS
Hosted PBXAdmin Training
4/2019
www.allwest.com
This guide will help you:• Add new lines to the system• Set up your call groups• Configure your automated receptionist• and more!
PLUS a glossary is included at the end explaining important features of your phone system.
All West also provides two end-user guides:• Hosted PBX (CommPortal) Quick Start Guide• Accession Communicator for Mobile Quick Start Guide
And offers several trainings that can be scheduled with your sales executive. At the end of the training you will be provided with PowerPoints of the trainings for reference.
Hosted PBX – Overview
4/2019
www.allwest.com
Log into your CommPortal instance:commportal.allwest.com/commportal/bg*
• Enter your ten-digit phone number• Enter your password• Click LOGIN
*“bg” stands for “business group”
Hosted PBX – Let’s Get Started!
4/2019
www.allwest.com
Once you are logged in, you will see this*:
*Your CommPortal instance may include different links (Phones, MADNs, etc.) depending on the services provisioned.
Hosted PBX – Let’s Get Started!
4/2019
1
2
43
1. Links that will take you to different pages within CommPortal; the links on the left panel are the same as those within the large visual display—you can choose either to get where you need to go
2. Main panel / displays chosen link3. User name you are logged in as4. Dropdown that allows you to log out
Name
www.allwest.com
Now that you are logged in, click on the ALL LINES link (on the left panel or visual view) to see all the lines within your department you are an administrator of.
Hosted PBX – Managing Lines
4/2019
Once on this page, use the VIEW ALL to scroll through a listing of your various departments.
You can also search for a specific department or person in the SEARCH FOR . . . field.
And DOWNLOAD ALL LINES into a .CSV file with:• Name• DN (Directory Number)• Department of each line• Ordered by the department to which the line
belongs. (This is helpful for search.)
www.allwest.com
To RESET the LINE:1. Choose RESET LINE under ACTIONS (This
will launch a pop-up)2. Enter the new account (subscriber) name3. Choose whether to use the account name
as the local calling name (This is ticked by default)
4. Choose whether to remove the line from all the groups which the previous subscriber belonged to (This is ticked by default)
5. Click APPLY
Hosted PBX – Resetting a Business Group (BG) Line
4/2019
If you need to allocate a line to a different subscriber, you can use the RESET LINE option under ACTIONS. Resetting the line removes all current data including call lists.
www.allwest.com
To RESET the LINE continued:
1. A confirmation pop-up will warn you that resetting the line will lose all the data for the line and cannot be undone.
2. Click OK to reset the line.3. A New User Details pop-up will show the new account name, directory number and all the PINs/passwords,
which will have been set to randomly generated numeric or alphanumeric sequences.4. You can copy and paste this information into an email to send to the new line user.5. When the user dials into the voicemail system for the first time they will be prompted to set up recordings
and a new pin / password.
Hosted PBX – Resetting a BG Line
4/2019
www.allwest.com
To MOVE lines between departments:
1. Select the line you want to move using the checkbox to the left of the line
2. Using the MOVE SELECTED TO dropdown—choose which department you want to move the line to
3. Click the MOVE button
Hosted PBX – Moving Lines Between Departments
4/2019
www.allwest.com
To log on as a user within your company*: 1. Click the ACTIONS dropdown next to
the individual’s name you want to access
2. Choose VIEW INDIVIDUAL SETTINGS3. This will launch the CommPortal
interface for that user4. Once here, you can change call and
message settings as well as notifications and reminders
*This is especially helpful if a user forgets his/her password and you need to reset it. You can also update features, like Call Forwarding, for a user who will be out for an extended period.
Hosted PBX – Logging into a User’s Account
4/2019
www.allwest.com
The DEPARTMENTS link—under SERVICES—is only visible to root Business Group (BG) Admins.
• This displays all departments in your business group along with any restrictions on the number of incoming, outgoing or simultaneous incoming/outgoing calls
• You can also use the SEARCH FOR . . . bar to find a department
Hosted PBX – Managing Departments
4/2019
www.allwest.com
1. Click DEPARTMENTS > ADD DEPARTMENT
2. A dialog box will appear; enter:• Department Name• Parent Directory – If this is a top
level department, you will use the Business Group Name. If this is a sub department, this will be the upper level department.
• Operator Number – Enter the number of the line that will act as operator for this department.
• Set Limits on incoming and outgoing calls, if necessary.
Hosted PBX – Adding Departments
4/2019
Each business group can have up to 1,000 departments. To create a DEPARTMENT:
www.allwest.com
To limit the number of calls allowed for this department, enter the following information:• Incoming & Outgoing – Enter the total number of
combined concurrent calls that this department will be permitted to have active at any given time.
• Incoming – Enter the total number of concurrent incoming calls that this department will be permitted to have active at any given time.
• Outgoing – Enter the number of concurrent outgoing calls that this department will be permitted to have active at any given time.
NOTE: To allow any mix of incoming & outgoing enter the same value in all three fields, or set both the Incoming and the Outgoing fields to Unlimited.
Hosted PBX – Adding Departments continued . . .
4/2019
www.allwest.com
Hosted PBX – Phones | Modifying Description
4/2019
To change the DESCRIPTION given to a phone:
1. On left-side panel, under ALL LINES, choose PHONES2. Use PHONES IN DEPARTMENT dropdown to select other departments as needed3. Use ACTIONS dropdown to choose CHANGE PHONE; a pop-up will appear4. Enter the new description and click APPLY
www.allwest.com
Hosted PBX – Phones | Moving Between Depts.
4/2019
1. Choose PHONES on side panel2. Use PHONES IN DEPARTMENT
dropdown to select other departments as needed
3. Click on the box to the left of the phone you want to move
4. Using the dropdown, select the department you want to move the phone to sing the dropdown
5. Click on ASSIGN TO DEPARTMENT
To MOVE phones between departments:
www.allwest.com
Hosted PBX – Phones | Assigning to a Line
4/2019
To ASSIGN a phone to a line*:
1. Choose PHONES on the left side panel2. Use PHONES IN DEPARTMENT
dropdown to select other departments as needed
3. Click on the box to the left of the phone you want to assign
4. Enter the number in the box to the left of ASSIGN TO LINE that you want to give to that phone line
5. Click on ASSIGN TO LINE
*This action is not immediate and the phone will need to be rebooted before this action becomes active.
www.allwest.com
Hosted PBX – Phones | Reassigning to Another Line
4/2019
To REMOVE a phone from a line*:
1. Choose PHONES on the left side panel2. Use PHONES IN DEPARTMENT
dropdown to select other departments as needed
3. Click on the box to the left of the phone you want to remove
4. Select the department the unassigned phone should be part
5. Click on ASSIGN TO DEPARTMENT
*You may need to do this if a phone breaks and you need to assign a new phone to the user’s line.
www.allwest.com
Hosted PBX – Phones | Modifying Profiles
4/2019
To MODIFY/EDIT a PROFILE*:1. Click CREATE NEW PROFILE2. Choose phone3. Choose EDIT from the dropdown
*Modifications you can make may include: ringtones, phone display, time and date format, soft keys and more. The exact options are model and phone service dependent.
www.allwest.com
Hosted PBX – Phones | Modifying Profiles cont’d
4/2019
To MODIFY/EDIT a PROFILE continued*:
1. Once you’ve chosen EDIT on the phone, you will see another pop-up
2. You can click each header to expand the options and choose the individual setting(s) you want to modify–or choose EXPAND ALL
3. Click the padlock to lock or hide the setting from a subscriber’s profile
4. The column on the far right indicates when a default value is set (You can use RESET ALL TO DEFAULTS at the bottom if desired)
5. Click SAVE CHANGES or DISCARD CHANGES as needed
6. Close out of browser window tolog out of Phone Profile Editor
*Grayed-out settings cannot be changed.You will need to reboot for changes to take affect.
www.allwest.com
Hosted PBX – Phones | Modifying Profiles cont’d
4/2019
For some phone models, some settings may be grouped together into 'hotspots'. If you hover your mouse over the handset image and a hotspot appears, you can click on this so that only the settings that relate to the keys in this hotspot appear on the right-hand side.
Click on any other area of the phone image to restore the full list of settings.
Some settings are shared between Phone Profiles and are displayed in a Shared Settings panel.Click Edit shared settings to view and, if you have permission, modify these settings. For example, you may want to enable or disable the useof XML applications for this phone.
www.allwest.com
Hosted PBX – Multi-line Hunt Groups (MLHG)
4/2019
This page displays all of the MLHGs in the Business Group or departments you have permission to administer*.
Click the HUNT GROUPS (MLHGs) link in the left panel to view your hunt groups. To view MLHGs in sub-departments, select the sub-department from the dropdown.
*For more information on MLHG’s, see the Glossary at the end of this presentation.
www.allwest.com
Hosted PBX – Moving MLHGs to Another Dpt.
4/2019
To MOVE an MLHG between departments:
1. Select the MLHG using the checkbox to the left of the MLHG.2. Select the department you wish to move the MLHG to using the MOVE SELECTED TO
dropdown list .3. Click the MOVE button.
www.allwest.com
Hosted PBX – Viewing and Modifying MLHGs
4/2019
To VIEW the details of an MLHG and to MODIFY its settings:
1. Select the MLHG by clicking the Group link in the left-side panel2. This takes you to a series of tabs for that MLHG
www.allwest.com
Hosted PBX – MLHG Pilots
4/2019
The MLHG Pilots tab displays any pilot numbers for this MLHG.
A pilot number is one which when called, enters this MLHG.
On this tab, you can click on the telephone number or name to access the CommPortal interface for this line. This allows you to carry out any configuration on the Pilot line. For example, if there was a power outage and your lines were unavailable, you could enable or disable the Unavailable Call Forwarding service for this line and configure the forwarding number that would be used.
www.allwest.com
Hosted PBX – MLHG Lines
4/2019
The HUNT GROUP MEMBERS tab displays all of the lines which are members of the MLHG.
There is an icon for each line which tells you whether each member is currently logged intothe MLHG.
www.allwest.com
Hosted PBX – Adding MLHG Lines
4/2019
To ADD lines:
1. Once in a specific Hunt Group, click the HUNT GROUP MEMBERS tab at the top.
2. If you know the number, enter it in the ADD SINGLE LINE text box.3. If you don't know the number, click on ADD LINES. (A pop-up box will open.) 4. To select one or more lines to add, use the checkboxes to the left of the lines
and click ADD SELECTED.
www.allwest.com
Hosted PBX – Removing MLHG Lines
4/2019
To REMOVE lines:
1. Select the line to remove by using the checkbox to the left of it.2. Click the REMOVE SELECTED button.
www.allwest.com
Hosted PBX – Changing MLHG Line Positions
4/2019
To CHANGE LINE POSITIONS:1. In the HUNT GROUP MEMBERS tab, click CHANGE POSITIONS. A pop-up box will appear2. Use the ARROW icons to move the lines up and down3. Click APPLY
www.allwest.com
Hosted PBX – MLHG Settings
4/2019
The SETTINGS tab lets you view and change various setting, such as Preferences and Hunt Settings.
• Preferences allows you to rename the MLHG by:1. Typing the new name in the text box2. Clicking on APPLY
• Hunt Settings allows you to see the call distribution algorithm that is currently in use for this MLHG and other detailed MLHG settings.
You can also use a setting on this page to determine whether the Pilot Line's information (DN and name) is delivered as the Caller ID.
www.allwest.com
Hosted PBX – To View & Move Call Pickup Groups
4/2019
To VIEW CALL PICKUP GROUPS*:1. Click on the CALL PICKUP GROUPS link on the
left-side panel or in the visual view. 2. To view CALL PICKUP GROUPS in sub-
departments, select the sub-department from the dropdown list at the top of the page.
To MOVE CALL PICKUP GROUPS:1. Select the Call Pickup Group using the checkbox
to the left of the Call Pickup Group.2. SELECT the DEPARTMENT you wish to move the
Call Pickup group to using the dropdown list at the top.
3. Click the MOVE button.*For more information on Call Pickup Groups, see the Glossary at the end of this presentation.
www.allwest.com
Hosted PBX – To Add & Delete Call Pickup Groups
4/2019
To ADD CALL PICKUP GROUPS:1. Click on ADD GROUP (A pop-up box will
appear)2. Enter the name of the new Call Pickup
Group in the text box3. Click ADD
To DELETE CALL PICKUP GROUPS:1. Select the Call Pickup Group using the
checkbox to the left of the Call Pickup Group
2. Click on DELETE SELECTED
www.allwest.com
Hosted PBX – Modifying & Adding Call Pickup Groups
4/2019
To MODIFY Call Pickup Groups:1. Select that Call Pickup Group by
clicking on its entry.2. This takes you to the page for that
Call Pickup Group.
To ADD lines:1. If you know the number, enter it in
the text box on the top right and click Add.
2. If you don't know the number, click on Add Lines. To select one or more lines to add, use the checkboxes to the left of the lines and click Add Selected.
www.allwest.com
Hosted PBX – Removing Call Pickup Group Lines
4/2019
To REMOVE CALL PICKUP GROUP LINES:
1. Select the line to remove by using the checkbox to the left of it.
2. Click on the REMOVE SELECTED button.
www.allwest.com
Hosted PBX – Viewing Short Codes
4/2019
To VIEW SHORT CODES (Speed Dials):
1. Choose the SHORT CODES link in the left- side panel or visual view under SERVICES.
2. To view Short Codes in sub-departments, select the sub-department from the drop-down list at the top of the page.
3. To view all of the Short Codes for all departments, select VIEW ALL from the department drop-down list.
www.allwest.com
Hosted PBX – Moving Short Codes
4/2019
To MOVE SHORT CODES to ANOTHER DEPARTMENT:
1. Select the Short Code or Short Code range using the checkbox to the left of the Short Code or Short Code range
2. Select the department you wish to move the Short Code or Short Code range to using the drop-down list at the bottom of the page
3. Click the MOVE button
www.allwest.com
Hosted PBX – Adding a Single Short Code
4/2019
To ADD a SINGLE SHORT CODE:
1. Click on ADD. (A pop-up box will appear.)2. Enter Short Code number to add.3. Map to: Telephone number or Service
Access Code.4. Enter the telephone number or service
access code the Short Code should dial.5. Click ADD.
www.allwest.com
Hosted PBX – Adding a Short Code Range
4/2019
To ADD a SHORT CODE RANGE:
1. Click on ADD RANGE. (A pop-up box will appear.)
2. Enter the first and last numbers of the Short Code range to add.
3. Optionally, enter the telephone number or internal code that the first Short Code in the range should dial.
4. Click on ADD.
www.allwest.com
Hosted PBX – Deleting Short Codes & Ranges
4/2019
To DELETE a SHORT CODE or RANGE:
• Select the Short Code or Short Code range using the checkbox to the left of the Short Code or Short Code range.
• Click the DELETE SELECTED button.
www.allwest.com
Hosted PBX – Modifying Short Codes & Ranges
4/2019
To MODIFY a SHORT CODE:1. Click on either the Short Code number or the
Short Code dials in the main SHORT CODES dashboard. (A pop-up box will appear.)
2. Modify the details as needed.3. Click on SAVE.
To MODIFY a RANGE:• Click on either the Short Code range numbers or
the Short Code dials in the main SHORT CODES dashboard. (A pop-up box will appear.)
• Modify the details as needed.• Click on SAVE.
www.allwest.com
Hosted PBX – Viewing & Adding a Single Extension
4/2019
To VIEW an EXTENSION:1. Click the EXTENSIONS link on the left-
side panel or in the visual view under SERVICES.
To ADD an EXTENSION :1. Click on ADD. (A pop-up box will
appear.)2. Enter the number of the Extension to
add.3. Enter the telephone number of the line
in your business that this Extension should map to.
4. Click on ADD.
www.allwest.com
Hosted PBX – Adding Extension Ranges
4/2019
To ADD an EXTENSION RANGE:
1. Click ADD RANGE in the EXTENSIONS dashboard. (A pop-up box will appear.)
2. Enter the first and last Range of Extension numbers to add.
3. Enter the telephone number of the first line in your business that this Extension should map to.
4. Click ADD.
www.allwest.com
Hosted PBX – Deleting Extensions & Ranges
4/2019
To DELETE an EXTENSION or RANGE:
1. Select the Extension or Extension range using the checkbox to the left of the Extension or Extension range.
2. Click on the DELETE SELECTED button.
www.allwest.com
Hosted PBX – Modifying Extensions & Ranges
4/2019
To MODIFY an EXTENSION:1. Click the box to the left of the Extension
number or the phone number of the Extension. (A pop-up box will appear.)
2. Modify the details.3. Click SAVE.
To MODIFY an EXTENSION RANGE:1. Click either the Extension range numbers
or the phone numbers the Extension range dials. (A pop-up box will appear.)
2. Modify the details.3. Click SAVE.
www.allwest.com
Hosted PBX – Viewing Miscellaneous Settings
4/2019
The MISC. SETTINGS page allows you to view and change a number of settings associated with your Business Group.
And includes the following tabs:• NUMBER BLOCKS tab displays all of
the telephone number which have been assigned to your business.
• EXTERNAL CALLS• OTHER SETTINGS
www.allwest.com
Hosted PBX – Viewing Other Settings
4/2019
The OTHER SETTINGS tab lets you view settings for:
• RESTRICTED SUBSCRIBER MESSAGING – This determines whether members of this Business Group can send messages only to other members of the same Business Group.
• INTERNAL OPERATOR NUMBER – This determines the number used to access this Business Group's operator.
• USE INTERNAL EXTENSIONS – This determines whether or not CommPortal displays the Business Group extension number associated with a directory number where possible.
www.allwest.com
Hosted PBX – Easy Attendant
4/2019
Callers to a business are directed to the automated TUI, providing key options to:• transfer to specific departments or individuals in the business• transfer to a voicemail account directly• listen to a recorded announcement
You can choose to either have a single menu play when Easy Attendant is turned on, or two different menus for business and non-business hours that are used according to a pre-defined schedule.
When Easy Attendant is turned off, you can either forward callers to another telephone number or play a message informing the caller that your business is currently closed.
EASY ATTENDANT offers a very simple automated telephone menu.
www.allwest.com
Hosted PBX – Premium Attendant
4/2019
In addition to all the features offered by Easy Attendant, Premium Attendant allows multiple menus with a finer scheduling control.
It also includes more call handling options, such as:• Voicemail by Name• Voicemail by Extension• As well as greater control over the actions taken for any given key press
Both Easy and Premium Attendant can also be configured to allow callers to dial an extension at any point in the menu and not just on a Dial by Extension menu option. If you want to use this option, you must enable it as described in Slide 56 (Easy) and Slide 73 (Premium), and you should also ensure that your initial greeting mentions the option to dial an extension immediately.
PREMIUM ATTENDANT offers an increased level of service.
www.allwest.com
Hosted PBX – Easy Attendant | Planning
4/2019
Before you start to set up your Easy Attendant, it is a good idea to sketch out the operation of each menu on paper—to plan what options you need from the menu and how each one will operate.
For example, the main menu for a pizza company may need to include the following options:• Play an announcement giving directions to the store,
then return to the main menu so that the user can select another option
• Place an order with a server• Speak to the manager• Speak to another employee using dial-by-name
For out-of-hours and holiday operation, Easy Attendant may provide an announcement that the store is closed without allowing the caller to select any options, or it may provide an alternative set of menu options.
This diagram shows how this menu would operate, including the key presses to access each option.
www.allwest.com
Hosted PBX – Easy Attendant | Logging On
4/2019
Use the radio buttons to select either a scheduled menu for business hours and non-business hours or a single menu that will be played whenever Easy Attendant is turned on, and press Continue.
(You can change this later if you need to.)
If this is the first time you have logged in, or if no Easy Attendant configuration has yet been set up, you will see a Welcome screen.
www.allwest.com
Hosted PBX – Easy Attendant | Logging On
4/2019
Once you have made your choices in the Welcome screen, you will see the Easy Attendant portal, where you can:• Turn Easy Attendant on and off (Easy Attendant must be turned off while you are configuring it)• Configure Easy Attendant menus • Set the Schedule, if you are using different menus for business hours and non-business hours
www.allwest.com
Hosted PBX – Easy Attendant | Logging On
4/2019
When you log into the Easy Attendant going forward, via the Business Group (BG) Admin portal*, you will see this:
1. Navigate to “Easy Attendant Menu” 2. You will see the options you chose already configured.
*As an alternative, you can access the CommPortal user login screen and enter the Easy Attendant Number and Password. Also, you will not be able to “Turn ON” Easy Attendant until you have recorded your announcements.
www.allwest.com
Hosted PBX – Easy Attendant | Initial Greeting
4/2019
You should now begin configuring your Easy Attendant menu(s) and schedules.
• Select either the BUSINESS HOURS MENU tab or, if you are using a single menu, the EASY ATTENDANT MENU tab.
• First, set up your Easy Attendant by recording the initial greeting.
• If you are using the Dial By Extension At Any Time option, you should ensure that this initial greeting includes the option for a caller to dial an extension immediately if they know the extension number of the person or department they want to reach.
• Select the RECORD link—which will launch the announcement recorder, where you can either record an announcement, or upload a pre-recorded announcement.
www.allwest.com
Hosted PBX – Easy Attendant | Menu Options
4/2019
Once you have recorded or uploaded your initial greeting, you can return to the BUSINESS HOURS MENU tab.
Now you are ready to define the specific menu items as defined in your plan to one of the following options:• Play Announcement• Transfer to Phone• Transfer to Voicemail• Dial by Extension• Dial by Name
If you are using a different menu for non-business hours, you should now set up the initial recording and configure the menu options on the NON-BUSINESS HOURS MENU tab.
www.allwest.com
Hosted PBX – Easy Attendant | Schedules
4/2019
Next you will need to establish your working hours by selecting the SCHEDULE tab.
Once in the Schedule screen:1. Click the BUSINESS HOURS key2. Click in the calendar and while holding down
the left mouse button drag the mouse across the calendar to indicate the business hours
In this example, the business hours are Monday –Friday, 9am – 5pm. Any other times are considered non-working hours.
www.allwest.com
Hosted PBX – Easy Attendant | Schedules
4/2019
Next you will need to select any non-working days such as holidays.
1. Click the calendar icon in the SPECIAL DAYS section of the SCHEDULE page.
2. You can choose individual non-working days by clicking on the date in the calendar
3. Or you can use the CHOOSE PUBLIC HOLIDAYS option to automatically add public holidays for your region
www.allwest.com
Hosted PBX – Easy Attendant | Extensions
4/2019
If you will be using Dial by Name, then you will need to define which extensions will participate in dial by name and record the names of users in the extensions tab.
Additionally, if you want to use the Dial by Extension At Any Time option, you must configure it here.
To restrict dial by extension to Dial by Extension menu options only, click on the Callers are allowed to dial by extension at any time to change it to Callers are allowed to dial by extension only after selecting “Dial by Extension” menu option.
www.allwest.com
Hosted PBX – Easy Attendant | Extensions
4/2019
To include or exclude an extension from dial by name, select the extension(s) by ticking the checkbox on the left of each extension and then click either INCLUDE SELECTED or EXCLUDE SELECTED.
To record the user's name click on the RECORD link for the user. If a name has already been recorded, this link will display LISTEN/CHANGE.
Use this recording interface to record the name or upload a spoken name recording, and click the SAVE button.
www.allwest.com
Hosted PBX – Easy Attendant | Activating
4/2019
The final step in this process is to activate your Easy Attendant:• Click the TURN ON button from the MAIN Tab.
Your Easy Attendant is now active!
www.allwest.com
Hosted PBX – Premium Attendant | General Info
4/2019
The Premium Attendant interface uses the following error messages and icons to alert you to incorrect or missing configuration. These are produced on page load, and are not updated dynamically.
The Main tab has a Service Status panel that states your current schedule period and the menu that callers will hear. It also reports if you have errors in any menus, or one or more announcements is missing audio.
The Schedule and Menus pages use a banner line to report any errors.
The following icons are used to indicate incorrect or incomplete configuration:Error iconWarning icon
If there are any errors in your configuration, you will be warned against turning on Premium Attendant, and in some cases this will be prohibited. You should therefore resolve the configuration errors before attempting to turn Premium Attendant on.
www.allwest.com
Hosted PBX – Premium Attendant | Planning
4/2019
Just as with the Easy Attendant, it is a good idea to sketch out the operation of each Premium Attendant menu.
For example, the main menu for a sales company may include the following options:• Have a scheduled Attendant• Provide a main menu for business hours that
provides the companies default greeting and menu
• Have the ability to transfer to a sales menu that provides additional menu options
• Transfer to speak with the Billing department• Dial by name• Dial by extension• Transfer to an operator
The sketch below shows how this menu would operate, including the key presses to access each option.
www.allwest.com
Hosted PBX – Premium Attendant | Logging In
4/2019
To configure your Premium Attendant log into the Auto-Attendant from the Business Group (BG) Administrator portal*:
• Select LINES• Click the Individual Line icon on the far right
side of the page.
*As an alternative, you can access the CommPortal user login screen and enter the Premium Attendant Number and Password. The screen then displays the Premium Attendant portal.
www.allwest.com
Hosted PBX – Premium Attendant | Schedules
4/2019
To can configure your weekly schedule:
1. Click on the WEEKLY SCHEDULE AND HOLIDAYS link. (A schedule screen will pop-up.)
2. Click on the BUSINESS HOURS key 3. Click in the calendar4. While holding down the left mouse
button, drag the mouse across the calendar to indicate the business hours.
In this example, the business hours are Monday – Friday from 9 am – 5 pm. Any other time are considered non-working hours.
www.allwest.com
Hosted PBX – Premium Attendant | Schedules
4/2019
Next you will need to select any non-working days such as holidays.
1. Click on the SPECIAL DAYS link in the Periods section of the Schedule page.
2. Choose individual non-working days by clicking on the date in the calendar—or—you can use the ADD PUBLIC HOLIDAYS option to automatically add public holidays for your region.
www.allwest.com
Hosted PBX – Premium Attendant | Announcements
4/2019
You will need to record or upload the primary Business Hours or Non-business Hours greetings—at well as any other recorded announcements required.
For this example, you will need three announcements:• Non-business Hours• Business Hours• Sales
Click in the ANNOUCEMENTS tab to begin configuration.
1
2
3
www.allwest.com
Hosted PBX – Premium Attendant | Announcements
4/2019
To add a new Announcement:
1. Click the ADD NEW ANNOUNCEMENT button (A pop-up will appear)
2. Enter the name and description of your announcement
3. Connect headset or use computer microphone
4. Click the red record/stop button to begin recording
5. Press the stop button when finished6. Click ADD
www.allwest.com
Hosted PBX – Premium Attendant | Announcements
4/2019
To upload pre-recorded announcements:
1. Select UPLOAD ANNOUNCEMENT from the drop-down menu
2. Browse to the location of your announcement
3. Click UPLOAD4. After your upload has completed,
click the SAVE button
www.allwest.com
Hosted PBX – Premium Attendant | Announcements
4/2019
To record the announcement using your telephone:1. Choose ADD NEW ANNOUNCEMENT from main
ANNOUNCEMENTS tab2. Add a name and description3. Select RECORD BY PHONE from the drop-down
menu4. Make a note of the announcement number5. Click the ADD button 6. Dial the main number for your Premium Attendant
service provided by your service provider7. Enter the number for your Premium Attendant8. Enter the pin and then follow the prompts to
record your announcement using the announcement number noted in the previous step
www.allwest.com
Hosted PBX – Premium Attendant | Menus
4/2019
Next you will need to set up your Premium Attendant menu options.
By default, there are two menus defined in Premium Attendant.
These could be used as your main business hours menu and you main non-business hours menu.
You can add additional menus as required by clicking the ADD NEW MENU button.
www.allwest.com
Hosted PBX – Premium Attendant | Menus
4/2019
To configure your menu:1. Enter a Name2. Enter a Description3. Choose the Menu Announcement to be used by this menu4. Click APPLY
www.allwest.com
Hosted PBX – Premium Attendant | Menus
4/2019
Next you will need to configure the action for each key pressed:1. Select the KEYS link2. Select an option
using the dropdown menus for each key pressed in the menu
www.allwest.com
Hosted PBX – Premium Attendant | Key Config
4/2019
Next you will need to configure the action for each key pressed:1. Select the KEYS link2. Select an option using the dropdown menus for each key
pressed in the menu
The following options are “Class of Service” controlled:• Transfer to Voicemail• Dial by Extension• Self-care Extension – allows subscribers with mailboxes
only identified by extension numbers to dial in to their mailboxes
• Dial by Name• Voicemail by Extension• Voicemail by Name• Transfer to Operator• Intercept mailbox
www.allwest.com
Hosted PBX – Premium Attendant | Timeout Config
4/2019
Next, you will need to configure the timeout behavior of your menu to address callers who do not press a key in this menu.
1. Enter the timeout duration2. Enter the timeout behavior from
the dropdown list3. Click APPLY
www.allwest.com
Hosted PBX – Premium Attendant | Extensions
4/2019
If you will be using Dial by Name, then you will need to define which extensions will participate in dial by name and record the names of users in the extensions tab.
Additionally, if you want to use the Dial by Extension At Any Time option, you must configure it here.
To restrict dial by extension to Dial by Extension menu options only, click on the Callers are allowed to dial by extension at any time to change it to Callers are allowed to dial by extension only after selecting “Dial by Extension” menu option.
www.allwest.com
Hosted PBX – Premium Attendant | Extensions
4/2019
To include or exclude an extension from dial by name, select the extension(s) by ticking the checkbox on the left of each extension and then click either INCLUDE SELECTED or EXCLUDE SELECTED.
To record the user's name click on the RECORD link for the user. If a name has already been recorded, this link will display LISTEN/CHANGE.
Use this recording interface to record the name or upload a spoken name recording, and click the SAVE button.
www.allwest.com
Hosted PBX – Premium Attendant | Advanced Options
4/2019
To configure the advanced settings for your Premium Attendant:1. Click on the ADVANCED tab2. Define the default handling for each
key press by choosing from the dropdown menu.
These actions will be available to callers in all menus unless you assign an alternative action to the key in the per menu configuration.
www.allwest.com
Hosted PBX – Premium Attendant | Advanced Options
4/2019
Next . . . 1. Click the ERROR
HANDLING link; a pop-up box will appear
2. Set the value and behavior for:• Timeout• Call Transfers• Unknown Input• Invalid Extensions
www.allwest.com
Hosted PBX – Premium Attendant | Activating
4/2019
Finally . . . you need to activate your Premium Attendant:1. Go to the Main page2. Select the TURN ON button
www.allwest.com
Hosted PBX – Music on Hold | Logging In
4/2019
To access the Music On Hold system:• Click the MUSIC ON HOLD link in the left
panel or on the visual icon at the bottom
This opens up a new browser window with the Music On Hold administration system.
www.allwest.com
Hosted PBX – Music on Hold | Logging In
4/2019
As the admin, you will see three links at the top of the page, each taking you to a different section of the Music On Hold administration system.• SECURITY – View and configure your security settings.• MAPPINGS – This section allows you to configure different recordings to be played when different lines
within your business put callers on hold. (Your system will be set up with a default music recording.)• RESOURCES – This section allows you to upload and manage your recordings.
www.allwest.com
Hosted PBX – Music on Hold | Security Settings
4/2019
To view your security settings:• Select the Security tab
You can also use your phone (vs. CommPortal) to access Security. On this page, you can view and change the password you will need to enter to use the phone access. To change your password:1. Enter the new password in the text box2. Click APPLY
www.allwest.com
Hosted PBX – Music on Hold | Recordings
4/2019
To access the recordings section:• Click on the RESOURCES link (A pop-up box will appear showing Global and Local resources.)
www.allwest.com
Hosted PBX – Music on Hold | Recordings
4/2019
The Global Media List section specifies any recordings that we have made available for your use. You cannot add or remove recordings from the Global Media List.
Your own recordingsThe second section displays any recordings that you have uploaded to the system, either using this web interface or via the phone access.
Recording limits*Further in this training, you will see:• how many MB of storage you have used• how many MB of storage you are allowed• how many recordings you have uploaded• how many recordings you are allowed.
*The system will not allow you to exceed either your storage limit or the maximum number of recordings you are allowed.
www.allwest.com
Hosted PBX – Music on Hold | Adding a Recording
4/2019
To add your own recording:1. Enter an ID for this recording in the
ID text box; it must be between 10 and 99.
2. Enter a description for this recording in the DESCRIPTION text box.
3. Click on CHOOSE FILE and select the recording you wish to upload. (This must be either a .wav or .mp3 file and cannot be copyrighted material.)
4. Click ADD.
PLEASE NOTE: Do not upload copyrighted material. All West Communications is not liable for any infringements.
www.allwest.com
Hosted PBX – Music on Hold | Modifying a Recording
4/2019
To change the description of a recording:1. Click the EDIT* button to the right of the recording.2. Edit the DESCRIPTION field.3. Click SAVE.
To change the recording volume:1. Click the EDIT* button to the right of the recording.2. Select a new gain value from the drop-down list.
• Select 0 to play the recording at its original volume,
• Select +1, +2 or +3 to play the recording louder, with +3 being the loudest.
• Select -1, -2 or -3 to play the recording quieter, with -3 being the quietest.
3. Click SAVE.
*Only files uploaded by customer can be edited.
www.allwest.com
Hosted PBX – Music on Hold | Playing & Removing
4/2019
To play a recording you uploaded:• Click on the ID or DESCRIPTION link for
that recording.
Note: This will play the recording at its original volume – the Gain setting has no impact on playing a recording through this interface. If you want to check the effect of changing the volume of a recording you should log into the phone interface and play the recording from there.
To remove a recording:• Click on DELETE to the right of the
recording you wish to delete.
www.allwest.com
Hosted PBX – Music on Hold | Assigning Recordings
4/2019
To assign recordings either to all lines in your business, or different recordings per line*:• Click on the MAPPINGS tab – You will see a list of mappings between the directory numbers of lines in
your Business Group (BG) or department and the Music on Hold resources each line uses.
*This is useful if you want each department to have a different announcement.
www.allwest.com
Hosted PBX – Music on Hold | Assigning Recordings
4/2019
If the department you are an administrator of has one or more sub-departments, you will see links to these at the bottom of the screen.
To manage resources for a line that is in a sub-department, click on the link for that sub-department.
When you have followed the link to a sub-department, an additional link appears at the top of the screen, allowing you to move back up to the parent department.
www.allwest.com
Hosted PBX – Music on Hold | Assigning Recordings
4/2019
If you don't specify a mapping for a particular line, it will use Default mapping. This is shown first in the list with Default instead of a Directory number and applies to all directory numbers except for those with their own individual mappings in the list.
The mappings screen also shows how many individual mappings you are allowed to create.
Each mapping consists of a series of fields which you can set:• An INITIAL RESOURCE, or recording, which is
played when the call is put on hold.• Optionally a FOLLOW-UP RESOURCE, or
recording, which may be played depending on the ACTION.
www.allwest.com
Hosted PBX – Music on Hold | Assigning Recordings
4/2019
An ACTION can be one of:• Repeat (Loop) – The initial recording is played
continually.• Play Once – The initial recording is played
once, and then the follow-up recording plays continually.
• Repeat–Initial Interrupted – The initial recording should be interrupted at set intervals by the follow-up recording. This could be used to interrupt music with an announcement indicating that the user is in a queue.
• Repeat–Follow-up Interrupted – The initial recording is played first. Then the follow-up recording plays continually being interrupted by the first recording.
www.allwest.com
Hosted PBX – Music on Hold | Assigning Recordings
4/2019
The START POINT field indicates whether the recording will start at the beginning (the value Start indicates this) or whether it should start at a random point of the recording (the value Random indicates this).
The DURATION field which is used by the REPEAT–INITIAL INTERRUPTED andREPEAT–FOLLOW-UP INTERRUPTED actions to indicate how often the repeated recording should be interrupted.
www.allwest.com
Hosted PBX – Music on Hold | Assigning Recordings
4/2019
In general, your Service Provider will configure a Default resource to be played as a single, repeating resource.
If you are an administrator for the whole Business Group, you can override this mapping for the whole group and all its departments, to use a different resource or a combination of resources.
If you are an administrator for a department within the group, you can override the default mapping for your department and any sub-departments.
If you have not changed the default, it appears with an OVERRIDE button to the right (instead of the EDIT button shown for other mappings).
www.allwest.com
Hosted PBX – Music on Hold | Adding a Mapping
4/2019
To add a mapping for a particular line:
• Use the Directory number, Initial resource, Action, Follow-up resource, Start Point, and Durationdrop-downs to set these fields (located to the left of the ADDbutton).
• Click ADD.
www.allwest.com
Hosted PBX – Music on Hold | Modifying a Mapping
4/2019
To modify either the default mapping, or the mapping for a line:• To change the default mapping that was
supplied by your Service Provider or inherited from a higher-level department:
• Click the OVERRIDE button.
If you were overriding the default mapping, the OVERRIDE button is now replaced by EDIT and USE DEFAULT buttons.
To change any other existing mapping, including the default mapping if you have already overridden it• Click EDIT to the right of the mapping.
www.allwest.com
Hosted PBX – Music on Hold | Modifying a Mapping
4/2019
To modify the fields:• To revert to the existing default mapping
that was supplied by your Service Provider for the whole Business Group, or the default mapping for your department if you are a department administrator:
• Click the USE DEFAULT* button.• Click SAVE.
You cannot modify the telephone number that a mapping applies to. If you need to do this, remove the mapping and add a new one.
*This will only show up if you are trying to override default mapping; if not, it will be the OVERRIDE button.
www.allwest.com
Hosted PBX – Music on Hold | Removing a Mapping
4/2019
To remove a mapping you have created:• Click on the DELETE button to the
right of the mapping.
You cannot delete the default mapping but you can override it, edit it, or revert to the original default that was inherited from Service Provider settings or from a higher-level department.
www.allwest.com
Hosted PBX – Music on Hold | Phone Access
4/2019
If you don’t have microphone on your computer you can use these instructions to record an announcement via your phone. And . . .
Using this interface you can:• Listen to the music or other recordings for the default mapping or the mapping you have configured for
any of your lines.• Listen to the Global Media Resources we have made available.• Create, change or delete your own recordings.
To log in:1. Dial 435.783.1917 from your phone. 2. Enter your telephone number.3. Enter your Music On Hold password*. (You can view or change this via CommPortal; instructions on next
slide.)
*The BG Administrator sets this on the Security Tab of the Music on Hold interface. It must be a 4-digit number.
www.allwest.com
Hosted PBX – Music on Hold | Phone Interface
4/2019
The telephone interface is menu driven with voice prompts, so listen to the prompts and then press the keys on your phone to select which option you would like. This option is available for those times when accessing a computer / CommPortal is not possible, like on vacation.
Following are are the top-level menus:Press * at any time to go back to the previous menu.
• Listen to resource for default mapping. This will play the recording which is played to callers on hold for extensions which do not have their own mappings.
• If you logged in using an admin line assigned to the top-level Business Group (BG), you will hear the default mapping for that BG. If you logged in as a department admin, you will hear the default mapping for your department.
• Listen to resource for particular extension. This will play the recording which is played to callers on hold on a particular extension.
• If you type a valid extension number, you will hear the resources that are mapped to this line, or the resources for the default mapping that it uses if it does not have its own explicit mapping.
You will hear these resources in the same pattern as a caller would hear them.
www.allwest.com
Hosted PBX – Music on Hold | Phone Interface
4/2019
• Listen to global resources. This allows you to listen to the recordings in the Global Media List, described previously. You will need the two-digit resource ID of the recording you want to listen to.
• Manage existing local resources. This allows you to modify or delete recordings you have added to the Music On Hold system, including recording a new resource to replace an existing one. You will need the two-digit resource ID of the recording you want to modify or delete.
• Record new local resource. This allows you to record a new resource over the phone.
www.allwest.com
Hosted PBX – Glossary
4/2019
Account codesAccount codes authorize employees to make outbound phone calls and associate a reference number to outgoing phone calls that your business makes.
Once you have dialed a number that requires an account code you will hear a tone—to prompt you to enter the account code. Once entered correctly the call will be made.
There are two types of account codes—which can be set up for the entire business or individual lines.:• Validated Account Codes. The account code it is checked against a list of valid account codes–and if valid,
the call will continue; if not, an error message is played. (Use this when you want to stop any unauthorized personnel from making outbound calls.)
• Unvalidated Account Codes. The account code is marked against the call in your billing system and the call continues. (Use this where you want to record an account code against outgoing calls made.)
See next slide for sample bill.
www.allwest.com
Hosted PBX – Glossary
4/2019
Account codes continued
*If you have signed up for the service, each call on your phone bill will be marked with an account code. (The Account Code would appear where the yellow highlighted blocks are on this sample bill.)
This is useful, for example, if you bill clients for all of your phone calls.
www.allwest.com
Hosted PBX – Glossary
4/2019
Auto Attendant | Premium AttendantPremium Attendant offers an increased level of service compared to Easy Attendant.
In addition to all the features offered by Easy Attendant, Premium Attendant allows multiple menus with a finer scheduling control.
It also includes more call handling options, such as:• Voicemail by Name,• Voicemail by Extension, • as well as greater control over the actions taken for any given key press.
www.allwest.com
Hosted PBX – Glossary
4/2019
Call Pickup GroupsCall Pickup Groups allow users to pick up calls that are ringing on other phones (in a pre-defined pickup group within the same business group by picking up their own phones and dialing an access code).
Note: If two or more phones within the pickup group are ringing at the same time, the user cannot control which call is picked up.
You can have multiple groups in your business and a line can be in multiple Call Pickup Groups.
If a call is ringing on lines in both groups simultaneously and the user who is in both groups picks up a call, then they will pick up the call which started ringing first.
Directed Call Pickup is similar, but allows the user to pick up the call that is ringing on a specific phone within the group. Users pick up their own phones, and dial an access code followed by the extension code for the line which is ringing.
www.allwest.com
Hosted PBX – Glossary
4/2019
CommPortalCommPortal provides a web interface to your phone system, and allows end users to modify their own seetings, and Business Administrators to modify global and end-user settings.
DepartmentsEvery phone line and phone is a member of a department. Departments are hierarchical, with some departments having sub-departments. An administrator of a department is permitted to manage all phones, lines and other resources within that department, as well as the sub-departments.
For the primary department, known as the top-level or root department, there is only one department all of the phone lines and phones will be part of this. (Larger businesses will have multiple departments, and phones and lines can be moved around these departments to allow different administrators to manage them.)
Moving the administrator's line to a different department will remove her permissions for managing the department she used to be in, and give her permissions to manage her new department.
www.allwest.com
Hosted PBX – Glossary
4/2019
DID (Direct Inward Dial)Every phone within your business line has its own DID. This is a regular 10-digit number.You can assign extensions codes to these numbers via the Admin Portal—or we can do it for you.
ExtensionsExtensions are the codes you can dial to reach other people in your business.
MAC AddressesEvery phone has a unique identifier called a MAC address—which is printed on a sticker on the phone, usually underneath. It consists of 6 groups of 2 letters or numbers, and will be printed in one of two forms:• FE:DC:BA:12:34:56• FEDCBA123456
www.allwest.com
Hosted PBX – Glossary
4/2019
Multiple Appearance Directory Numbers (MADN’s)A Multiple Appearance Directory Number (MADN) is a telephone number with no phone or line associated with it. Instead it is configured to have multiple MADN members, each of which is a number with a line associated with it.
Whenever a call comes in to the MADN all of the lines whose directory numbers are MADN members will be rung—and all phones will stop ringing once the call is picked up.
A line may be a member of one more than one MADN. In this case it rings when a call comes in to any of the MADNs that the line is a member of.
MADNs can also be configured to enable queuing. If configured, calls which come in to a MADN whose members are all busy will be queued. These queued calls will receive Music On Hold if you have subscribed to this feature.
You can configure to allow calls direct to a MADN member's directory number (rather than to the MADN itself). If permitted, these calls bypass the MADN and use the called number's services. Similarly, calls made from the MADN member's phone use the line's caller ID and call services rather than those of the MADN, although youcan configure the calling party number on these lines to match the MADN number if required.
www.allwest.com
Hosted PBX – Glossary
4/2019
Multi-Line Hunt Groups (MLHG’s)A Multi Line Hunt Group allows sequential ringing of available phones for use in applications such as call centers. An MLHG consists of a number of lines within the business group, known as members.
When a call comes into the hunt group, a hunt algorithm will decide which phone to ring—and in which order.• Hunt groups have a pilot number, which is a directory number associated with the MLHG. When this pilot number is
called the members of the MLHG are alerted in turn.• Alternatively, a hunt group can be configured to hunt if any member of the hunt group is called directly using its DID
number and doesn't answer.
There are various distribution algorithms available:• Linear – hunting starts at the first configured line and goes sequentially through the members in the list in the order they
were configured.• Circular – hunting starts at the line which has been called, and then goes through as in the linear case.• Uniform – hunting starts at the first line after the line which was called the last time this MLHG was called.• Most idle – hunting starts at the line which has been idle for the longest period of time. After this
it tries the line which has been idle the next longest period, etc.• Ring all – all free MLHG members ring simultaneously until one member answers the call.
www.allwest.com
Hosted PBX – Glossary
4/2019
Multi-Line Hunt Groups (MLHG’s) continuedMLHGs can also be configured to enable queuing.
If configured, calls which come in to an MLHG whose members are all busy will be queued. These queued calls will receive Music On Hold if this feature is configured. You can also offer callers the option to press “0” to exit the queue and have theircall diverted to voicemail or forwarded to another number.
www.allwest.com
Hosted PBX – Glossary
4/2019
NetworkAn ethernet-based network is used to communicate with our systems. (This is the same technology that provides computers with access to a network.)
The phones are also powered via Ethernet so if you have a compatible Ethernet switch there is no need for separate power connections to the phones. Most of the phone models can also provide network access to the computers at users' desks—so only a single network connection needs to be run to each desk.
As your telephone calls travel over an IP network the quality of the network in your offices is very important. Normally we or one of our partners will either supply and install your network, or verify that your network is suitable for Hosted VoIP.
And it's very important that you only connect the right type of network device to the right network connection. If not, the quality of your telephone calls may be reduced, or your telephone system may stop working altogether.
www.allwest.com
Hosted PBX – Glossary
4/2019
Phone ProfilesA department's phone profiles consist of default phone configuration which will be automatically applied to all phones within that department. There is a different profile for each type of phone within the department.As an example, a department may deploy three types of phones:• Aastra 53i• Aastra 55i with 3 560M sidecars• Aastra 57i with a 536M sidecar
In this case the department will have up to three profiles – one for each type of phone.
A department inherits the phone profiles from any parent departments, so parent departments can specify some elements of a phone's configuration, and the sub-department can configure others.
Short CodesShort codes are speed dials that are defined at the scope of your organization so everyonein your business can use these speed dials.