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Hosted Voice Product Training Business Group Administrator

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1 Hosted Voice Product Training Business Group Administrator
Welcome to the EarthLink Hosted Voice Training for the Business Group Administrator

2 Agenda Logging In Call Pick Up Groups “Help” Tool Short Codes
Administrator Portal Lines ICON’s Phones MADN’s MLHG’s Call Pick Up Groups Short Codes Extensions Departments Account Codes Call Logs Misc. Settings Music on Hold Contacts During this training session, we will cover the follow topics: We will discuss the customer resource page, how to log into your administrative portal, the powerful “help” tool, as well as the different tabs within the portal. These tabs include: Lines, and the different icons that may appear, phones, MADN’s (Multiple Appearance Directory Number), MLHG (Multi Line Hunt Groups), Call Pick up Groups, How to create short codes (external speed dialing for entire business group), Account codes, call logs, miscellaneous settings, and finally music on hold.

3 Resource Center http://www.earthlinkbusiness.com/hostedvoice
Explain how this “Hosted Voice Customer Resource “ page is very helpful to the customer. The right hand side of this web page, we will discuss the following topics: 1. Getting started with the phones. 2. User Support – for standard and premium seats 3. User guides that the customer can print out and review 4. Discuss the “How to” videos 5. The overview of EarthLink Business’ ACD In the center section, the customer can obtain user guides that were produced directly from the phone manufacturer . The right side of this web page will discuss: The Business Group Administrator training And towards the bottom of the page you will see hyper links that you can click on in order to get into the user commportal as well as the Business Group Administrator portal.

4 Log In Open up a web browser Go to https://voip.elnk.us/bg You will enter the following: Number – This is your 10 digit telephone number. Please enter numbers only without dashes Password– This will be the same password that you have for your voic When logging into the Business Group Administrator Portal, please go to https://voip.elnk.us/bg. This web page can be accessed from any place that you have an internet connection, such as a wireless connection, home pc or even your smart phone, (with an internet connection). Any web browser can access’ this portal. At the log in screen, please enter the following information in order to log into the portal. Your number – please enter only the 10 digits of your desk phone number. No dashes, dots, periods or parenthesis. Next enter your password. Your password will be the same password that you use for accessing you voice mail. Your password will be initially. After you log into the system, you can change your password. We will discuss this process later on in the training.

5 Powerful “Help” Tool At anytime the extensive “Help” topics are available for the user to assist them with first time issues. At the top of the screen, you see a wheel or sprocket. When you click here, you have access to logging out of the Administrator Portal, or a powerful help tool. This is an “easy to follow” help guide that you reference when you may have forgotten how to do something or need additional information about a topic within the portal. Whichever tab you are accessing (Lines, Phones, etc.) it will give you extensive help for that tab. For example, if you need help with setting up a MADN, it will give you step by step help for configuring that function. This help guide is several pages long if you decide to print it out.

6 Administrator Portal Lines: Shows all individual lines, MADN’s & MLHG’s. Phones: Allows you to manage the phones in a business group. MADN’s : Are external number that can be used to access multiple lines within a business group. MLHG’s: A set of lines within a business group that allow calls to be passed to non busy lines within a hunt group Call Pick Up Groups: defines a group of lines in which subscribers can answer each others incoming calls Short Codes: A specific code that is tied to an external phone number Extensions: Allows users to quickly dial another number within the business group Departments: Divide your business into separately administrable groups. Account Codes: Allows you to use a code of your choice when placing an outbound call. Calls Logs: Allows you to download a report of all calls made to or from your business. Misc. Settings: Gives access to the number blocks & external calls settings information. Music on Hold: The ability to change the music on hold for your business. 1 2 3 4 5 6 7 8 9 10 11 Displayed here is Administrator main screen. At a glance, it gives you access to all the areas you can access as the Business Group Administrator . There are twelve vertical tabs on this page. They are : 12 Lines: Shows all individual lines, MADN’s & MLHG’s. Phones: Allows you to manage the phones in a business group. MADN’s : Are external number that can be used to access multiple lines within a business group. MLHG’s: A set of lines within a business group that allow calls to be passed to non busy lines within a hunt group Call Pick Up Groups: defines a group of lines in which subscribers can answer each others incoming calls Short Codes: A specific code that is tied to an external phone number Extensions: Allows users to quickly dial another number within the business group Departments: Divide your business into separately administrable groups. Account Codes: Allows you to use a code of your choice when placing an outbound call. Calls Logs: Allows you to download a report of all calls made to or from your business. Misc. Settings: Gives access to the number blocks & external calls settings information. Music on Hold: The ability to change the music on hold for your business.

7 Lines Displays all the lines associated with your business group
Under the Lines tab you will see all the lines associated within your Business Group. You have the telephone number, extensions (if created), the name associated with the business line and the department (if assigned by the administrator).

8 Lines – View Call Manager Information
Click to gain access to an individuals CommPortal under the administrator’s view You will be able to make changes and view information to the selected individuals CommPortal with the exception of viewing voice mails. When you click on the “settings” icon, you gain access to an individuals commportal. A new window will display and you are now viewing the portal as an administrator. You can make changes and view information within an employees commportal. By accessing the portal as an administrator, you will not have access to that persons voice mails.

9 Reset Account Information
Go to Settings tab Click on the “Accounts” tab Click the “Reset Account” button Note: This will reset all the information for back to the initial setup. You should ensure that all voice mail messages are retrieved prior to completing this action. To reset an account back to the initial settings you need to follow these steps: From the lines tab, click on the icon for the users configuration to the right side of the page Click on the “Settings” tab Click the “Accounts” tab Click the “Reset Account” button Note: This will reset all the information for back to the initial setup. You should ensure that all voice mail messages are retrieved prior to completing this action.

10 Changing Line Name Go to “Account“ tab Click on the “Edit” link
Edit the name associated with the line Click the “Save” button When you want to change the name associated with a particular line, complete the following steps. From the lines tab, click on the icon for the users configuration on the right side of the page Click on the “Settings” tab Under the “Accounts” tab, click “edit” Edit the name appropriately Click on the “Save” button

11 Creating Sub-Administrators
After you have created “departments” you may want to assign an individual as a sub-administrator Go to Settings tab Click on the “Account” tab Click on the “Edit” link Click the drop down box under “Admin” Select the group you want to assign as an administrator When you want to create sub administrators for the business group, complete the following steps. From the lines tab, click on the icon for the users configuration to the right of the page Click on the “Settings” tab Under the “Account” tab, click on the “Edit” link Click on the drop down box under “Admin” Select the group you want to assign this individual to as a sub administrator Click on the “Save” button. Click “Save” button

12 Lines – View MADN Information
Click to gain access to an MADN configuration Click on the MADN Configuration icon (wheel with green arrow) to access the MADN’s configuration. A new window appears with the MADN information.

13 ICON’s Standard or “Easy” Auto Attendant Premium Auto Attendant
Administrator Displayed here are some of the common icons you may see when browsing in the lines section. The first is a silver star. This icon represents a standard or “easy” auto attendant. Next you may see a gold star. This icon represents a Premium auto attendant. Finally, you will see a person wearing a set of headphones. This icon represents an administrator.

14 Phones Ability to manage the phones within your business group and assign lines. Moving on to the phones tab. You can manage the phones within your business group and assign lines. On this page, you have the following: A picture of the phone associated wit that telephone number. The MAC Address – this is the unique hardware identifier for EarthLink to associate the physical phone to the telephone number provisioned A description name Who the phone is assigned to, and finally A department name (if associated by the administrator).

15 Phones The ability to search for a line within your business group by entering full or partial characters. To search for a particular person, or phone number within your business group, you would enter the specific information in the search for box and click enter. This can be a name, telephone number or even a partial name or partial telephone number. The system will automatically match any criteria that is listed within your business group and display it on the screen.

16 Phones To Change the Description Associated with Phone
Click on either MAC Address, Description or Assigned To hyperlink Change the Description field Click “Apply” If you decided to change the description that is associated to a particular line within the group, you would click on any of the links listed on the screen. This will bring up a box in which you can simply input a new description then click on the apply button.

17 Phones Place a check mark next to the phone.
Assign a Phone to a Department Place a check mark next to the phone. Select the department from the drop down box Click “Assign to Department” Assign a Line to a Phone Place a check mark next to the phone. Enter the telephone number To assign a phone to a department, you must first check the box next to the phone number you want to move to the new department. Using the drop down box below, choose the new department. When you click on the “assign to department button”, the phone will now be part of that department. If you decide to assign a line to a phone, once again you will put a check mark next to the phone you want to have the line assigned to. Enter a number, then click “assign to line”. Click “Assign to Line”

18 MADN’s A MADN or “Multiple Appearance Directory Number” displays all the lines set to ring when the MADN number is dialed. A MADN or “Multiple Appearance Directory Number” displays all the lines set to ring when the MAND number is dialed. An example of when a MADN may be used is for the main number of your company. When a customer dials the main published telephone number for your business, you want it to ring at the receptionist desk and the back up receptionist’s desk at the same time. This will help streamline your customer’s wait time before the call is answered. By having multiple phones ring simultaneously, eliminates the need for a hunt sequence.

19 MADN’s – Adding Lines Click “Add Lines” Button
Numbers not assigned to the MADN group will be displayed Select the number(s) you wish to add Click “Add Selected” Button Note: You may only have up to 32 lines within the group. Calls are limited to the number of lines programed on each users phone. For example-: If you only have 2 lines programed on the phone, you will only be allowed to have 2 simultaneous calls on that particular phone. To add lines to a MADN, first, click on the “Add Lines” button. A box will appear displaying all the numbers you can add to the MADN group. Choose to numbers by clicking on the box next to the telephone number Then click “Add Selected”. This new number(s) will now be a part of your MADN group and will ring when the number is called. Note: You may only have up to 32 lines within the group. Calls are limited to the number of lines programed on each users phone. For example-: If you only have 2 lines programed on the phone, you will only be allowed to have 2 simultaneous calls on that particular phone.

20 MADN’s – Removing Lines
Select the line(s) you want to remove Click “Remove Selected” If you no longer wish to have a particular number ring when the MADN number is dialed, you can easily remove it. Select the number(s) and click the “remove selected” button. When the MADN number is dialed, this number will not ring as it previously had done.

21 MLHG’s Displays the lines set to ring when the MLHG is configured
The MLHG or Multi Line Hunt Group tab displays the lines that are set to ring when the number is dialed. What is a Hunt Group? A hunt group rings the first number selected in the group and if that number is not answered, it rolls or moves on to the next number within the group. The MLHG can have two or multiple lines configured to ring. This is an alternative way of having the main number ring to a MADN. Instead of having all phones ring simultaneously, a hunt group rings one phone at a time and if not answered, moves to the next telephone number within the ring sequence.

22 MLHG’s - Settings Click to view the MLGH settings
To view the settings of your hunt group, click on the icon at the right side of the screen.

23 MLHG Piolts You can optionally assign one or more MLHG Pilot Directory Numbers to the Hunt Group. These provide a contact number for the whole group that will always pick a free line, instead of being associated with a specific line within the Hunt Group. Displayed will be your MLGH pilots tab. This tab can optionally assign one or more MLHG Pilot Directory Numbers to the Hunt Group. These provide a contact number for the whole group that will always pick a free line, instead of being associated with a specific line within the Hunt Group.

24 MLHG’s – Lines (Removing Lines)
Select the line(s) you want to remove Click “Remove Selected” To remove a line for the hunt group, select the line you want to remove and click on the “remove selected” button.

25 MLHG’s – Lines (Changing Line Positions)
Click “Change Positions” Use the arrows to move position up or down Click “Apply” To change the order in which the phones ring when the hunt group is called, click on the “change position” button at the bottom of the page. Clicking on the up or down arrows changes the order you want the lines to hunt within the sequence. Click on the “apply” button to save the changes.

26 MLHG’s – Lines (Adding Lines) Click “Add Lines”
Select the line(s) you want to move Click “Add Selected” To add additional lines to ring in the hunt group, click on the “add lines” button. A box will appear with the lines within your business group that can be added to the hunt sequence. Next select the line(s) you want to add to the group and click the “add selected” button. You have now successfully added lines to ring within your hunt group.

27 Call Pickup Groups A Call Pickup Group defines a group of Business Group Lines within which the subscribers can use Call Pickup to answer each other's incoming calls. Note: You may only have up to 32 lines within the group. Calls are limited to the number of lines programed on each users phone. For example-: If you only have 2 lines programed on the phone, you will only be allowed to have 2 simultaneous calls on that particular phone. A Call Pickup Group defines a set number of lines within the Business Group that can be answered by another individual’s handset when receiving and inbound call. For instance: You are an assistant to the president of your company. If his phone rings, you want to be able to answer it if he is not there, but you do not want it to ring each time on your phone. By adding a call pick up group, the assistant now has that ability. The next time the assistant hear the audible ring tone from the presidents office, all that need to be done is dial *11 from her phone and press the dial soft key. The presidents phone stops ringing and the call is answered by the assistant. Note: You must hear the other phone ringing in order to answer Note: You may only have up to 32 lines within the group. Calls are limited to the number of lines programed on each users phone. For example-: If you only have 2 lines programed on the phone, you will only be allowed to have 2 simultaneous calls on that particular phone.

28 Call Pickup Groups Delete Groups Select the group(s) you wish to
Click “Delete Selected” When the Call Pick Up Group is no longer needed: Select the Call Pick Up Group by placing a check mark next to the box associated with the group then click the “delete selected” button.

29 Call Pickup Groups Add Groups Click on “Add Group” Enter a group name
Click “Add” To add additional Call Pick Up Groups: Click the “add group” button at the bottom of the page. Enter a group name and click “add”.

30 Call Pickup Groups - Configuration
Each row in the table shows the following for each line in Telephone number of the Business Group Line. Extension number of the line. Name of the line. The Department that the line is in. To view the configuration of a call pick up group, click on the settings icon to the right side of the screen. Displayed will be the telephone number of the business group lines, the extension number, the name of the line as well as the department (if applicable), the line is associated with.

31 Call Pickup Groups - Settings
Change the Call Pick Group Name Click on “Settings” tab Enter a Call Pick Up Group name Click “Apply” Under the “Settings” tab you can change the name associated with the pick up group. Enter the call pick up group name in the appropriate box and click “Apply”.

32 Short Codes A specific code that is tied to an external phone number for all users within the business group to access. A short code is created by the administrator and allows “global speed dials” or “External Speed Dialing” for the entire business group. Instead of each person setting up a speed dial for a particular company or person, the administrator sets it up once and the entire business group now has access to the short code. For example: Many people within the office dials “ABC Company” on a daily basis. Instead of each individual entering a speed dial or assigning a speed dial button to their phone, the administrator can create a short code (between one and seven digits long and can’t mimic a extension number). Now each person has the ability to dial this Short Code when “ABC Company” needs to be contacted.

33 Short Codes – Add a Single
Enter a code to be assigned as the “Short Code” (Usually between 1 & 4 digits). Enter the telephone number to be assigned to the “Short Code” Use the drop down arrow to select a department (Optional) To add a short code: Enter the code to be assigned as the short code. This is usually one or four digits but can be as long as seven. Next, enter the telephone number you want to have dialed when the short code is accessed. Use the drop down box to assign the code to a particular department. This is optional. Then click “add”. Now each person within your business group can use this short code. Click “Add”

34 Short Codes – Add a Range
Enter a range of codes to be assigned as “Short Codes” (Usually between 1 & 4 digits). Enter the telephone number to be assigned to the “Short Code” Use the drop down arrow to select a department (Optional) To add a range of short codes: Enter the starting and ending short codes in the appropriate boxes. Next enter the telephone number you want to dial. Again, you can enter an optional department then click on the “add” button. Click “Add”

35 Short Codes - Delete Select the short code(s) you wish to delete
Click “Delete Selected” To delete a short code from the list: Click on the box next to the code you want to remove, then click the “delete selected” box.

36 Extensions Allows the Administrator to configure extensions within the business group for quick dialing “Extensions” or “Internal Speed Dialing” allow the business group to quickly dial another handset with the office by entering a preconfigured extension. These extensions have been assigned by the administrator.

37 Extensions – Add Single
Enter an extension number you wish to create. Enter an telephone number you want to associate the extension with when dialed. Click “Add” In order to add a single extension: Enter the extension number you want to create Enter an appropriate telephone number you want to be associated when used Click on the “add” button

38 Extensions – Add a Range
Enter a range of extension numbers you wish to create. Enter an telephone number you want to associate the extension with when dialed. Click “Add” If you want to add a range of extensions: Enter the range of extensions you want to create Enter the telephone number Click on “add”

39 Extensions – Edit Range
Click on the extension you want to edit Edit the appropriate information Click on “Save” To change or edit the range of extensions that have been previously created: Click on the extension to be edited Edit the information appropriately Click the “save” button

40 Departments The administrator can sub-divide the business group into departments. The administrator can sub divide the business group into departments. You can create department for customer service, accounting, accounts payable etc.. Note: You do not have to create departments, but they may help manage your business group more effectively.

41 Departments - Add Click on “Add Department” button
Enter the appropriate information Click “Apply” to save To add a department: Click the “add department” button Enter the appropriate information Click “apply” to save the configuration.

42 Departments - Edit Click on the department you wish to edit
Edit the appropriate information Click “Apply” to save After creating a department, but now wish to edit the information, this can be completed by following these steps: Click in the department name you want to edit Edit the appropriate information Click on “apply”.

43 Account Codes Check the box next to the appropriate feature you wish to have an account code associated with it. Activate account codes by selecting “yes” next to validate codes Decide account code length Decide maximum incorrect attempts before blocking account Click “apply” to save Account codes allow the administrator to set up codes for people within the business group which restrict certain types of calls from being made. In order for accounts codes to work, EarthLink business must enable or permit codes to be entered in to the system before they will work. Once this has been done, the administrator can create a code, so a user would now have to enter that code before a call can be placed from any phone within the business group. Note: Account codes must be enabled by EarthLink Business before any codes apply.

44 Assigning Account Codes
Click “Edit List” Enter in a numeric account code Enter in a description Click “OK” To assign account codes: Click on the “edit list” button on the bottom right side of the page Enter a numeric account code Enter a description for the account code Then click ok Once the code has been validated, a user must enter the code before completing the call.

45 Call Logs Create downloadable reports of all calls made to or from lines in the business group. Enter a start and end date for records you wish to display. Call logs are important because you do not have to wait until the end of your billing cycle to view call on the business group. You have the ability to enter in a start and end date for the logs you wish to retrieve (must not exceed 30 days). When you click download, a CSV file will be created. Using Microsoft Excel, you can view the report and sort by the column, delete any unnecessary information and create the report specific to your needs. EarthLink Business stores these call logs for 120 days.

46 Call Logs – Report (Example)
This will download a CSV (Comma Separated Variable) file which can be viewed in Microsoft Excel. Report displays a vast number of fields with call information. Displayed is an example of what a call report will display when opened with Microsoft Excel. You can now customize the report to display only what you need to view. You can hide columns, sort by fields or rows.

47 Misc. Settings – Other Settings
Restricted Subscriber Messaging Prevents forwarding of voic messages to someone outside the business group Use Internal Extensions Displays extensions rather than directory numbers when possible Internal Operator Number Changes the operator number for the business group The other settings tab is divided into three groups. Restricted Subscriber Messaging - Prevents forwarding of voic messages to someone outside the business group Use Internal Extensions - Displays extensions rather than directory numbers when possible Internal Operator Number - Changes the operator number for the business group

48 Music on Hold - Mapping Initial Resource – Initial choice of music to be played when a caller is place on hold. Action – do you want the music to repeat or play only once during customer hold time. Music on hold can be accessed by the administrator for the business group. Under the mapping tab, Use the drop down box to choose one of the pre-provided music selection from EarthLink. You also choose the action you want the music on hold to perform including repeat or play once. You even choose when you want the music to start. Either at a random point or at the beginning each time a person is placed on hold. Start Point– Where do you want the music to begin when a caller is placed on hold.

49 Note: Uploaded file can not exceed 10 MB
Music on Hold - Resources You can upload your own music on hold for customers to hear. Click on “Browse” Search for the file you want to upload Click “Add” Note: Uploaded file can not exceed 10 MB As the administrator you have the ability to upload your own “music on hold” for your business group. This allows you to change the music at any point of the year to reflect the holiday or a special event or promotion at you place of business. The only limitation that you have is the file size and type. The file to be uploaded must be either a .wav file or an mp3 and can not exceed 10 MB.

50 For any questions or additional help, visit
- or - Contact our Customer Care If you have any questions or need additional help, please contact our Customer Care Specialists at

51 The survey is confidential and secure.
When you exit this training session, you will automatically be linked to “Survey Monkey”, a training survey evaluation. This survey will help us improve the training content and effectiveness of our facilitators. The survey is confidential and secure. Please complete the survey and have a great day.


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