Presentation on theme: "Hosted Voice Product Training"— Presentation transcript:
1 Hosted Voice Product Training Standard CommPortalWelcome to the EarthLink Hosted Voice Training for the Standard CommPortal.
2 Agenda Call Manager Customer Resource Page How to Log In Applications “Help” ButtonDashboardMessages & CallsContactsCall ManagerSummaryForwardingFollow MeScreeningApplicationsCall MeSettingsSecurity – 911BlockingPreferencesMessagingPhones configurationDiscuss what topics will be covered during this training session
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 seats3. User guides that the customer can print out and review4. Discuss the “How to” videos5. The overview of EarthLink Business’ ACDIn 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 trainingAnd 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 InOpen up a web browserGo to https://voip.elnk.usYou will enter the following:Number – This is your 10 digit telephone number. Please enter numbers only without dashesPassword– This will be the same password that you have for your voicWhen logging into the User Commportal, please go to https://voip.elnk.us.You will be asked to enter the following in order to log into the portal.Your number – please enter only the 10 digits of your phone number. No dashes, dots or parenthesis.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” ToolAt anytime the extensive “Help” topics are availablefor the user to assist them with first time issues.At the top of the screen, you will see a wheel or sprocket. When you click here, you will have access to logging out of the CommPortal, or a powerful help tool. This is an easy to follow help guide that our customers can reference when they may have forgotten how to do something or need additional information about a topic within the portal. This help guide is approximately 115 pages long if you decide to print it out.
6 Call ButtonAllows the system to dial to a number but will always display the office number as the caller ID despite the physical phone the call is being placed from.
7 CommPortal (User Dashboard) Web-based interface to manage system234651Dashboard : Provides a quick view of the most common functionsMessages & Calls : Provides call historyContacts : Provides a method for storing and retrieving contact detailsCall Manager : Allows customer to manage how incoming calls are handledApps Download “Call Me” buttonSettings : Provides access to call service settingsThis is call the dashboard screen. I usually compare it to the dashboard of your car. At a glance, it will give you all the gauges that you need in order to ensure that your car is running fine.There are seven tabs across the top. They are :The Dashboard - provides you with an overview of most common functionsMessages & Calls – provides a detailed call historyContacts – ability to enter contact information into you portal or import up to 250 contacts from your outlookCall Manager – gives you access to manage how your incoming calls will be handledApplications – download “call me” buttonAnd Settings – which provides access to security settings and phone configurations.
8 Messages & Call The Messages & Calls page allows you to manage and listen to your voic s,view your faxes, and viewdetails of your recentmissed, dialed, andreceived calls.The export feature allowsyou to export lists of yourmissed, dialed, received,rejected and received callsas a text file in CSV format.Under the Messages & Calls tab you will notice that there are many sub tabs. We will explore each tab during this training.As you can see, there is an “Export” button on the lower right hand side of the page. You will be able to export Missed, Dialed, Received and Rejected. This will generate a CSV (Comma Separated Variable) file that can be opened using Excel. When you view this report, you are presented the raw data. Using Excel, you now have an option to hide columns or sort the data by fields or columns. You can customize the report based on your needs.
9 Messages & Call / Messages Allows you to see and listen to voice mails messagesThe Messages tab allows you to listen to any voice mail messages by simply clicking on the play button. The system will open up your media player and play your voice mail message using the speakers attached to you computer. You can also delete the message by clicking on “Delete” to the right of the message.
10 Messages & Call / Missed View missed callsThe “Missed” tab displays information on any missed phone calls. It will display the name, date and time of the missed call
11 Messages & Call / Dialed View dialed callsHere you have the ability to view any dialed calls from your phone.
12 Messages & Call / Recieved View received callsThis tab displays any “Received” calls including the name, time and date of the call
13 Messages & Call / Deleted View deleted callsThis tab lists the voic s & faxes in your deleted items folder.
14 Contacts / Contact List This page allows you tomanage your Contact Listand Speed Dials.It also shows you yourExtensions and Short Codes.Standard Seat = 250 ContactsMoving to the “Contacts” section, you will be able to manage your contact list & speed dials. You will also be able to view any extensions or short codes that your administrator has set up for the company. As a standard seat, you will be able to store or import up to 250 contacts from Outlook.
15 Contacts / Contact List To Import Contacts from Outlook:Select File > Import and Export from the main menuChoose "Export to a file" and press the Next buttonChoose Comma Separated Values (Windows) and press the Next buttonSelect your Contacts folder and press the Next buttonChoose a location to save the CSV file to and press the Next button.Remember where you have saved the file as you will need this again shortly.Press the Finish button.Let take a quick look on how to import contact from Outlook. The steps listed here will walk you through the process of saving your Outlook contacts to a CSV file, then import them into you CommPortal.Then click on the Import button
16 Contacts / Speed DIalsSpeed Dial - This is the short number you will use when dialing from your phone.Number - This is the full number that you wish to call when using this speed dial entry.If you want to set up “speed Dials” in your portal, you have the option of using 1 digit codes from 2 – 9 or two digit codes from 20 – 49. A speed dial is just a code you dial on the key pad of the phone and it is preprogramed with a telephone number to dial.First you want to use the drop down box next to Speed Dial to select the code, then enter the telephone number you wish the system to dial when accessed. Click “Apply to save the speed dial.
17 This is a listing of all the parties within your Business Group Contacts / ExtensionsThis is a listing of all the parties within your Business GroupExtensions allow you to quickly dial others within your business group. An extension is created by the Business Group Administrator. Note: This is just for viewing purposes only.
18 Contacts / Short CodesShort codes allow you to quickly dial common numbers that are set up by the Business Group Administrator.Short Codes allow you to quickly dial common numbers. A short code is also created by the Business Group Administrator. If you or many individuals within your group frequently dial the same numbers, the administrator can create a short code. This allows each person within the group to dial a “Short Code” which is associated to a number. Now instead of each person setting up a speed dial on their desk phone, the administrator has created a code for all users within the group to use. Note: This is just for viewing purposes only.
19 Call Manager Call Manager allows you to define how Incoming CallsThe summary tab provides a description of how calls you receive will be handled, taking into account the settings for all of your incoming call services and any interactions between them.Ring your Phone.Send to Voic .Forward to anothernumber.4. Find Me / Follow Me.Call Manager allows you to define howyour incoming calls are handled.The “Call Manager” tab allows you to manage or define how you want your incoming calls to be handled. Do you want the call to ring on the desk phone, send the call to voice mail, forward to another number. You also can set up your Find Me / Follow Me. We will discuss each of these features in the next few slides.
20 Call Manager Immediately When enabled, this service immediately forwards all calls you receive to an alternate destination.If you want to forward a call immediately, you can configure the system by entering the number you want all your call to go to then click apply.
21 Call Manager Busy / No Answer When enabled, this service forwards calls to an alternate destination any time your line is busy.In addition to the configuration for busy call forwarding and no answer call forwarding, there is also an option to use same call forwarding configuration for both services.If you do not answer a call or you are busy, you can forward the calls to an alternate number of your choice.
22 Call Manager Selected Callers When enabled, this service immediately forwards calls from specific callers to an alternate destination.You can forward a call for selective individuals. Simply add the number you want the system to recognize when you receive a call and when that number call you, it will then forward the call to a number you want to receive the call on. An example of this may be when your boss calls or a family member. The system can recognize the caller and forward that particular call to you. All other calls will ring you desk phone.
23 Call Manager Forwarding Destinations If you frequently forward your calls to certain numbers (for example your own home, work, or mobile number), configuring them as forwarding destinations makes your others services easier to use.If you frequently forward your calls to certain numbers (for example your own home, work, or mobile number), configuring them as forwarding destinations makes your others services easier to use.
24 Call Manager / Follow Me When enabled, this service redirects calls that you receive to one or more alternate destinations. You may configure multiple destinations to ring in turn, simultaneously, or a combination of the two.The follow me tab allows you to have your call find you and follow you. This will ensure you never miss that important call. You can have the call ring your destination phones in a sequential order or have the phones ring simultaneously.
25 Route calls from your number to multiple numbers Find Me / Follow MeRoute calls from your number to multiple numbersOne timeSequentialTime of DayYour MobileNow lets take a look at the Find Me / Follow Me function. Using this feature you can have the call ring to your desk phone first, then move to ring on a cell phone and even go to your home phone before returning to the desk phone. This will ensure that you never miss an important phone call again if you choose.Your Desk PhoneHome PhoneEnsure that you do not miss important calls
26 Call Manager “Follow Me” To configure this service, you must define a number of rules. Each rule defines a destination you want to ring when you receive a call, and how long you wish that destination to ring for. Each rule is assigned to a numbered step. As soon as you receive a call, all destinations referred to by rules in step 1 begin to ring simultaneously. As soon as the last of these destinations has completed ringing, all destinations referred to by rules in step 2 begin to ring simultaneously and so on. This continues until the call is answered or all configured destinations have been rung. You can have up to a maximum of 6 steps, and multiple rules may be assigned to each step.To configure this service, you must define a number of rules. Each rule defines a destination you want to ring when you receive a call, and how long you wish that destination to ring for. Each rule is assigned to a numbered step. As soon as you receive a call, all destinations referred to by rules in step 1 begin to ring simultaneously. As soon as the last of these destinations has completed ringing, all destinations referred to by rules in step 2 begin to ring simultaneously and so on. This continues until the call is answered or all configured destinations have been rung. You can have up to a maximum of 6 steps, and multiple rules may be assigned to each step.
27 Call Manager / “Follow Me” 12Lets discuss the steps in order to configure you phone call to follow you.34
28 Call Manager / “Follow Me” Rings “Desk Phone” for 15 secondsThen rings “Cell Phone” for 15 seconds ANDRings “Lisa Cell” for 15 seconds simultaneouslyFinally, rings “Desk Phone” again for 15 secondsIf no phone is answered, call will left in the “Desk Phones” voice mail boxEach ring is approximately 5 seconds longRings “Desk Phone” for 18 secondsThen rings “Cell Phone” for 18 seconds ANDRings “Lisa Cell” for 18 seconds simultaneouslyFinally, rings “Desk Phone” again for 18 secondsIf no phone is answered, call will left in the “Desk Phones” voice mail box
29 Call Manager Selective Rejection When enabled, this service rejects calls from specific callers. Rejected callers hear an announcement telling them that you do not wish to take their call. You can enable or disable this service.When enabled, this service rejects calls from specific callers. Rejected callers hear an announcement telling them that you do not wish to take their call. You can enable or disable this service.
30 Call Manager Anonymous Rejection When enabled, this service rejects calls from callers who withhold their caller ID. Rejected callers hear an announcement telling them that you do not wish to take their call. You can enable or disable this service.When enabled, this service rejects calls from callers who withhold their caller ID. Rejected callers hear an announcement telling them that you do not wish to take their call. You can enable or disable this service.
31 Call Manager Priority Call When this service is enabled, calls from specific callers ring your phone with a distinctive ringing signal. You can enable or disable this service.When this service is enabled, calls from specific callers ring your phone with a distinctive ringing signal. You can enable or disable this service.
32 Applications (Apps)The Applications tab is a place where the user can acquire additional tools. As a Standard seat, you will have access to the Call Me button. You to add this Call Me button to the signature line of your so a person has the ability to click the button, enter the phone number that they wish to talk from and it will automatically dial your number. This is a great way for having customer’s contact you without giving out your phone number.“Call Me” allows you to add a button to a website or signature , allowing people to phone you by simply clicking on the button. Your account will be charged for the cost of the calls made using Call Me buttons.
33 Settings / AccountAllows you to change you login password for the CommPortal and Voice Mail.Under the security tab is a easy way for you to change the password associated with accessing the CommPortal and Voice Mail. Simply input your old password, enter in a new password between 6 and 20 digits long then confirm the password and click change password. It is that simple.
34 Settings / Account – Change Password Enter current passwordEnter new passwordConfirm new passwordNote: New password must be between6 & 20 digits
35 Settings / Sub Menu – Emergency (911) Allows the user to set the location for emergency 911 phone callsAn important feature under the security tab is configuring your emergency 911 location. This allows emergency personal the ability to find the location from where a call is coming from (in case you can’t speak) in an emergency situation. Click on the link to “set your current location”.
36 Settings / Sub Menu – Emergency (911) Fill out all fields and click “Update Address”Complete all the fields and click “Update Address”. Every time your physical phone is moved to a new address, please be sure to follow these steps again to update the new address. This ensures that emergency personal can get you the help you need and the correct location.
37 Settings / Calls / General Ability to withhold caller ID when dialing out.When receiving an inbound call:Display caller nameDisplay caller number
38 Settings / Calls / Call Blocking Allows you to restrict whichtypes of calls can be madefrom your telephone.Default is to blockInternational CallsxThe Blocking tab allows the individual to restrict call made from the phone. By default, EarthLink has blocked international calls. The administrator would need to contact EarthLink if they wish this setting to be changed. Put a check mark in the box in which you want to restrict access by a click of your mouse. Once you have completed any changes you wish to make, click “Apply”.An example may be: you have a phone in the waiting room of your company. Instead of having the receptionist “watch “ over the calls being made by customers, simply restrict the access to allow only local calls. Now you will not be responsible for unwanted calls on long distance or internationally, but also allow your employee to do their job without the stress of monitoring the lobby phone.
39 Settings / Calls / Call Me Button Ability to enable the “Call Me” button for use with .The preferences tab displays line information including the name associated with that phone number, ability to configure how many seconds do you want the phone to ring before going to the voice mail box (if no rules are established). When you use the call button or click to dial feature, what phone do you wish to default dialing from. Do you want to have the Call me button enabled and personalize your caller id preferences.
40 Settings / MessagesAllows you to configure various aspects of your messaging service.The messages tab allows the user to configure many features in the messages section of the CommPortal.
41 Settings / MessagesAllows the system to forward an attachment of a voice mail left by customer to an address.Enter address and click “Apply”.One message is approximately 250 – 500 kb of spaceSettings – Allows the system to forward an attachment of the voice mail left by a customer to a specific address. To configure, enter the address in the appropriate box and click “apply”.Note: each voice mail message take approximately 250 – 500 kb of space.
42 Settings / MessagesSkip Pin – No password required when accessing voice mail from desk phone.Fast Login – when accessing voice mail from a phone other then desk phone you only need to enter password not mail box number.Auto-Play – Messages automatically play when voice mail is accessed.Voice Mail Playback – Allows user to configure if they want to hear envelope information and message or message only.The mailbox section allows the user to configure the following”:skip the pin - If this box is checked, the user does not need to enter a password when accessing their voice mail from their desk phone.Fast Login – If a user accesses their voice mail from a phone other than the desk phone, you only need to enter the password. The mailbox information is not needed to be input.Auto Play – allows the messages to play once the mail box is accessed.Voice Mail Playback – allows the user to determine what they want to hear when a message is played. Do you want to hear the envelope information and the message or the message only.Message Play Order – determines which message oldest or newest to be played first.
43 Settings / Messaging / Voicemail Greetings Allows user to record a message using a microphone attached to PC.Record multiple greetings for: personal greeting , extended absence or spoken nameConfigure which greeting to play when a caller gets voice mailThe greetings tab allows you to record multiple greetings such as your person greeting or an extended absence greeting then determine which message is play to the caller. If you have a microphone attached to or built into your pc, you can even record the greeting from this tab.
44 Settings / Notififcations / MWI Specify if you want your “Message Waiting Indicator” light to flash when you receive a voic message.Message Waiting Indicator (MWI) – you can determine if you want other phones message waiting indicator light to be triggered when a message is received. Also specify messages marked urgent or all messages to give notification.
45 Settings / Notifications / Email Allows the system to notify multiple addresses when a voice mail message is leftallows you to send notification to multiple addresses when a voice mail message is left.
46 Settings / Notifications / Outdial This feature enables you to configure the voic system to call you whenever you receive a new message. You can choose whether you want to be called every time you receive a message, or only when you receive a certain type of message.User can specify the number of attempts the system tries to reach youOutdial configures the system to call a specific number when a message is left in the voice mail box. You have the option to be notified each time a message is left or only when the message is marked urgent.You also have the ability to configure the number of times you want the system to try reaching you
47 Settings / Notifications / Override This feature allows you to override the Outdial notification for a day or multiple days.An example might be while on vacationIf you want to override the outdial notification due to meetings or on vacation, simply use this override tab to stop notifications for a day or multiple days.
48 Settings / Messaging / Reminders The Reminders service allowsyou to configure your phoneto ring at a specified time and date(for example as a wake-up call).A reminder allows you to record a message and have it played back at a certain time and day you specify. If you have an important meeting and don’t want to forget, you can enter you cell number to have the system call you on a day and time of your choosing and play the reminder message for you.
49 Settings / Account / Devices This tab provides a link to the interface that you use to configure your deskphone.Clicking the link opensthe interface in its ownwindow.Under the phones tab, click on “Configure your phone” to have the ability to edit buttons on your phone.
50 Customize IP Phone Buttons With the cursor positionedover a button, If red halo,button cannot be changedIf the button turns red when you place your mouse over it, this is a non configurable button and you do not have access to changing it.
51 Customize IP Phone Buttons With the cursor positioned over a button, If blue halo, button can be changedDrop Down Menu SelectionsIf the button turns blue when you place your mouse over it, this is a configurable button and you have access to changing it. Click on the button and using the drop down box that appears, choose the function you want this button to be configured as. You can set up speed dial buttons, add a park or retrieve buttons and even set up the button to monitor another phone number within your business group. It will light up when they are on the phone.Once you are done configuring the buttons, click “Save” in the lower right hand side of the screen to save the configuration. There are two ways to get these new buttons to show on the phone.1, wait until the next morning and they will appear after the overnight rebooting of the phonesOr –2. Simply unplug your phone, plug it back in and the system will force the reboot of the phone and the new changes will appear.
52 For any questions or additional help, visit - or -Contact our Customer CareIf you have any questions or need additional help, please contact our Customer Care Specialists at
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