EarthLink Business Hosted Voice

Transcription

EarthLink Business
Hosted Voice
Business Group Administrator Guide
March ‘14 Business Group Administrator Guide
1. INTRODUCTION .......................................................................................................... 7
1.1 Purpose of this Guide .............................................................................................. 7
1.2 Other Guides ......................................................................................................... 7
1.3 Helpful Links .......................................................................................................... 7
1.4 Rebooting Phones ................................................................................................... 8
2.0 BG ADMINISTRATOR COMMPORTAL ............................................................................. 8
2.1 Accessing .............................................................................................................. 8
2.2 Logging In ............................................................................................................. 9
2.3 Password Parameters .............................................................................................. 9
2.4 Using CommPortal ................................................................................................ 10
3. LINES ...................................................................................................................... 11
3.1 Moving Lines between Departments ........................................................................ 11
3.2 Logging In as Another User .................................................................................... 12
4. PHONES .................................................................................................................. 13
4.1 Modify Phone Description ....................................................................................... 14
4.2 Moving Phones between Departments ..................................................................... 14
4.3 Assigning a Line to a Phone.................................................................................... 15
4.4 Removing a Line from a Phone ............................................................................... 15
4.5 Phone Profiles ...................................................................................................... 16
4.5.1 Managing Phone Profiles .................................................................................. 16
4.5.2 Adding a New Phone Profile .............................................................................. 16
4.5.3 Modifying a Phone Profile ................................................................................. 18
4.5.4 Logging Out of Phone Profiles ........................................................................... 23
4.6 Modifying Phone Configuration as User .................................................................... 23
4.7 Copying Phone Configuration .................................................................................. 24
4.8 Installing a New Phone .......................................................................................... 24
4.9 Replacing with an Identical Phone Model .................................................................. 25
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Proprietary and Confidential – EarthLink Business
4.9.1 Replacing with a Different Phone Model .............................................................. 25
5. MULTIPLE APPEARANCE DIRECTORY NUMBERS (MADNs) ................................................ 26
5.1 Viewing MADNs .................................................................................................... 26
5.2 Moving MADNs to Another Department .................................................................... 27
5.3 Viewing and Modifying a MADN ............................................................................... 27
5.3.1 MADN Lines .................................................................................................... 28
5.3.2 Other Settings ................................................................................................ 29
5.4 Changing MADN settings ....................................................................................... 29
6. MULTI LINE HUNT GROUPS (MLHGs)............................................................................ 30
6.1 Viewing MLHGs .................................................................................................... 30
6.2 Moving MLHGs to Another Department .................................................................... 30
6.3 Viewing and Modifying MLHG .................................................................................. 30
6.3.1 MLHG Pilots .................................................................................................... 31
6.3.2 MLHG Lines .................................................................................................... 31
6.3.3 Settings ......................................................................................................... 32
7. CALL PICKUP GROUPS ............................................................................................... 34
7.1 Viewing Call Pickup Groups .................................................................................... 34
7.2 Moving Call Pickup Groups to Another Department .................................................... 34
7.3 Adding Call Pickup Groups ..................................................................................... 35
7.4 Deleting Call Pickup Groups ................................................................................... 35
7.5 Viewing and Modifying Call Pickup Groups ................................................................ 35
7.5.1 Lines ............................................................................................................. 36
7.5.2 Settings ......................................................................................................... 37
8. SHORT CODES.......................................................................................................... 37
8.1 Viewing Short Codes ............................................................................................. 37
8.2 Moving Short Codes to Another Department ............................................................. 38
8.3 Adding Short Codes .............................................................................................. 38
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8.4 Adding Short Code Ranges ..................................................................................... 39
8.5 Deleting Short Codes and Short Code Ranges ........................................................... 39
8.6 Modifying Short Codes........................................................................................... 40
8.7 Modifying Short Code Ranges ................................................................................. 40
9. EXTENSIONS ............................................................................................................ 41
9.1 Viewing Extensions ............................................................................................... 41
9.2 Adding Extensions ................................................................................................ 41
9.3 Adding Extension Ranges ....................................................................................... 42
9.4 Deleting Extensions and Extension Ranges ............................................................... 42
9.5 Modifying Extensions............................................................................................. 43
9.6 Modifying Extension Ranges ................................................................................... 43
10. DEPARTMENTS ........................................................................................................ 44
10.1 Add a New Department........................................................................................ 44
10.2 Modify an Existing Department ............................................................................. 45
10.3 Delete an Existing Department ............................................................................. 45
11. ACCOUNT CODES .................................................................................................... 46
11.1 Viewing and Modifying Account Code Settings ......................................................... 46
11.2.1 Modifying Call Types Requiring Account Codes...................................................... 46
11.2.2 Choosing Validated or Unvalidated Account Codes .............................................. 47
11.2.3 Setting Account Code Length .......................................................................... 47
11.2.4 Blocking Access after Incorrect Account Codes................................................... 47
11.2.5 Setting Individual Line Properties .................................................................... 48
11.2.6 Configuring Account Codes ............................................................................. 48
11.3 Viewing and Modifying Account Code Settings for a Line ........................................... 49
12. CALL LOGS ............................................................................................................. 50
13. MISCELLANEOUS SETTINGS ..................................................................................... 51
13.1 Number Blocks ................................................................................................... 51
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13.2 External Calls ..................................................................................................... 52
13.3 Other Settings .................................................................................................... 53
14. MUSIC ON HOLD ..................................................................................................... 54
14.1 CommPortal Access ............................................................................................. 54
14.1.1 Logging In .................................................................................................... 54
14.1.2 Managing Recordings ..................................................................................... 55
14.1.3 Assigning Recordings to Lines ......................................................................... 57
15. AUTO ATTENDANT ................................................................................................... 59
15.1 Planning Your Auto Attendant ............................................................................... 59
15.2 Types of Auto Attendant ...................................................................................... 60
15.3 Standard Auto Attendant ..................................................................................... 60
15.3.1 Logging In .................................................................................................... 60
15.3.2 Main Page .................................................................................................... 61
15.3.3 Schedule Tab ................................................................................................ 63
15.3.4 Business Hours Menu (Easy Attendant Menu) .................................................... 64
15.3.5 Non-Business Hours Menu .............................................................................. 68
15.3.6 Extension Tab ............................................................................................... 68
15.4 Premium Auto Attendant ...................................................................................... 70
15.4.1 Logging In .................................................................................................... 70
15.4.2 Main Page .................................................................................................... 71
15.4.3 Schedule Page .............................................................................................. 71
15.4.4 Menu Page ................................................................................................... 76
15.4.5 Announcement Page ...................................................................................... 83
15.4.6 Extension Tab ............................................................................................... 83
15.4.7 Advanced Tab ............................................................................................... 85
15.5 Recording Prompts Over the Phone ....................................................................... 86
15.5.1 Accessing Auto Attendant Subscriber Services Telephone Interface ...................... 86
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15.5.2 Standard Attendant Announcement Recording ................................................... 87
15.5.3 Premium Attendant Announcement Recording ................................................... 87
16. GLOSSARY ............................................................................................................. 89
16.1 CommPortal ....................................................................................................... 89
16.2 Logging Into CommPortal as Another User.............................................................. 89
16.3 Phones .............................................................................................................. 89
16.4 Phone Numbers .................................................................................................. 89
16.5 MAC addresses ................................................................................................... 90
16.6 Departments ...................................................................................................... 90
16.7 Phone Profiles .................................................................................................. 991
16.7.1 Phone Profile Graphical View ........................................................................... 91
16.7.2 Phone Profile Table View................................................................................. 91
16.7.3 Copying Phone Configuration .......................................................................... 91
16.8 Network ............................................................................................................ 92
16.9 Multiple Appearance Directory Numbers ................................................................. 92
16.10 Multi Line Hunt Groups ...................................................................................... 92
16.11 Call Pickup Groups ............................................................................................ 93
16.12 Short Codes ..................................................................................................... 93
16.13 Extensions ....................................................................................................... 93
16.14 Account Codes .................................................................................................. 93
16.15 Auto Attendant ................................................................................................. 94
16.16 Music On Hold .................................................................................................. 95
16.16.1 Music On Hold Performing Rights ................................................................... 95
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1. INTRODUCTION
1.1 Purpose of this Guide
Welcome to your new phone system from EarthLink Business!
This Guide is intended to help Business Group Administrators (BGA) of an EarthLink Business
Hosted Voice phone system perform the various tasks needed to administer the system,
including:

Adding new lines to the system.

Setting up your call groups.

Configuring your automated receptionist.
It is split into sections that describe how to configure aspects of your phone system.
There is a glossary at the end of this guide that explains the important concepts your phone
system uses.
1.2 Other Guides
There are some other guides to which you may need to refer when administering your phone
system, and you may need to provide them to other users of your phone system. Soft copies are
available at http://www.earthlinkbusiness.com/hostedvoice

EarthLink Business Hosted Voice Quick Start Guides
o These are quick reference cards that describe the basic features of your new
phones. You should distribute these Quick Start Guides to all of your end users.

Hardware User Guides
o These are detailed documents that describe how end users should use all the
functions and features of the specific IP phone they have been given.
1.3 Helpful Links

Business Group Administrator Portal
o

User CommPortal
o

https://voip.elnk.us/bg
https://voip.elnk.us
Auto Attendant (Standard & Premium)
o
https://voip.elnk.us
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1.4 Rebooting Phones
There are several options when it comes to rebooting the phones in order to apply changes
made through the CommPortal.
Every night a forced reboot will be sent to the phones to pick up any changes that have been
made that day.
For changes to take effect immediately there are 2 options:

Power cycling the phone
o

Unplug the PoE cable from the back of the phone
Using the phone menu restart action. Please visit the EarthLink Business Customer
Resource Center at www.earthlinkbusiness.com/hostedvoice for more information
2.0 BG ADMINISTRATOR COMMPORTAL
2.1 Accessing
To access the BGA CommPortal interface, point a browser at the following link:
https://voip.elnk.us/bg
The CommPortal is supported on Microsoft® Windows 2000, Windows XP, Windows 2003 and
Windows Vista, Windows 7 using the following browser versions:

Internet Explorer® 7 or later

Mozilla Firefox® 3.0 or later

Google Chrome 4 or later
JavaScript must be enabled.
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2.2 Logging In
The following shows a sample CommPortal login page.
To log into CommPortal, follow these steps:
1. Enter a phone number with administrative access
2. Enter the password
3. Click on Login
2.3 Password Parameters
The password must follow the parameters below:
1. Minimum Password Length – 6 Characters
2. Maximum Password Length – 20 Characters
3. PIN Strength – Cannot include part of the Telephone Number
4. Sequential Digits – Cannot include sequential series of numbers in ascending or
descending order
5. Repetition of Digits – An individual digit can only be repeated twice
Please note, after 6 attempts to log into an account with an incorrect password will lock the
account. At this time you will need to open a ticket with EarthLink Business to get the user
account unlocked.
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2.4 Using CommPortal
Once you are logged into CommPortal, you are presented with the BGA’s homepage.

Down the left hand side of this page are a series of links that take you to the
different pages within CommPortal.

The main panel shows the contents of the page you’ve selected.

In the top right corner of the page is the name of the user you are logged in as and
icons which:
o
Logs you out of CommPortal.
o
Refreshes the current CommPortal page.
o
Opens a separate browser window with detailed help on using the current
page.
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3. LINES
The Lines page is the CommPortal BGA’s homepage and it will display once you’ve logged in.
This menu shows you all the lines within the department for which you are an administrator. To
view lines that are in sub-departments, follow these steps:
1. Select the sub-department using the drop-down list at the top of the page.
3.1 Moving Lines between Departments
To move lines between departments, follow these steps:
2. Select the line using the checkbox to the left of the line.
3. Select the department to which you wish to move the line, using the drop-down list at the
bottom of the page.
4. Click on the Move button.
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3.2 Logging In as Another User
To log on as a regular user, follow these steps:
Select the Individual Line icon (rectangle with arrow) to the right of the line
This will launch the regular CommPortal interface for that line in a new browser window.
For more details on modifying settings on behalf of an individual user, refer to the Help icon in
the CommPortal
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4. PHONES
To access the Phones page, select the Phones link on the left hand side of the page.
This page shows you all of the known phones in the current department. To view the phones in
sub-departments, select a different department using the drop-down list at the top of the page.
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4.1 Modify Phone Description
To change the description given to a phone, follow these steps:
1. Click on the current description of the phone.
2. Enter the new description.
3. Click on the Apply button.
4.2 Moving Phones between Departments
To move a phone between departments, follow these steps:
1. Select the phone you wish to move using the checkbox to the left of the phone.
2. Select the department you wish to move the phone to using the drop-down list at the
bottom of the page.
3. Click on the Assign to Department button.
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4.3 Assigning a Line to a Phone
To assign a phone to a line, follow these steps:
1. Select the phone to which you wish to assign a line using the checkbox to the left of the
phone.
2. Enter the number of the line you wish to assign to the phone using the Enter number …
box at the bottom of the page.
3.
Click on the Assign to Line button.
4.4 Removing a Line from a Phone
You may wish to remove a line from a phone if, for example, the phone breaks and you need to
assign a new phone to the user.
To remove a line from a phone, follow these steps:
1. Select the phone by using the checkbox to the left of the phone.
2. Select the department to which the unassigned phone should belong.
3. Click on the Assign to Department button.
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4.5 Phone Profiles
Managing phone profiles requires Adobe® Flash® version 9.0 or greater.
A phone profile is a collection of default settings, for example key configuration or time zone that
can apply to multiple phones of the same type and department. For example, a profile could
specify that all Aastra 6757i phones in a particular department have their first softkey set to 'Do
Not Disturb' by default.
4.5.1 Managing Phone Profiles
To manage the phone profiles for the department for which you are an administrator, follow
these steps:
1. Click the manage your phone profiles link towards the top of the page.
2. This launches a new window with the Phone Profile Editor.
4.5.2 Adding a New Phone Profile
By default a department does not contain any phone profiles. To add a new phone profile, follow
these steps:
1. Click on the Create new profile button.
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2. Click on the icon for the phone for which you want to create a profile.
3. Click OK.
4. This creates a default profile for the phone.
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4.5.3 Modifying a Phone Profile
To modify a phone profile, follow these steps:
1. Hover your mouse over the picture of the phone whose profile you want to modify.
2. Select Edit from the drop-down list that appears.
Configuration Views
There are two views of the phone profile configuration:
1. Graphical Phone View(default): To select this view, click on the phone icon
bottom right of the window. This is the default view.
2. Table View: To select the table view, click on the table icon
the window.
at the
at the bottom right of
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Graphical View
To configure a phone key, follow these steps:
1. To see if a key can be configured, hover your mouse pointer over it.
a. If the key glows blue, it can be configured.
b. If it glows red, it cannot be configured.
2. To select a key to be configured, click on that key.
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3. From the drop-down list, select a function for this key.
4. Select a label for this key. If the phone you are configuring has a display next to the key,
this is the label which will appear on the phone display for that key. Some features will
ask for additional information, such as Monitored Extensions which require you to enter
the extension you wish to monitor. The functions which require extra values vary by
phone model.
Depending on your phone model and the level of the phone service to which you have
subscribed, not all these features may be available to you. Phone specific features can be
found at http://www.earthlinkbusiness.com/hostedvoice
5.
Click on OK.
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6. The change has now been temporarily stored to this phone profile. To permanently save a
change click on Save changes. To abandon any changes you have made in this session
or since you last saved by clicking on Discard changes.
NOTE: Changes will not be applied to the actual phones themselves until they are
rebooted or sync with the EarthLink provisioning overnight.
7. To return to the main Phone Profile
screen click on the Home icon.
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Table View
To change the value of a setting, follow these steps:
1. Expand the levels in the table view until the setting you wish to change is visible.
2. Select the value for that setting by clicking on it.
3. Depending on the type of setting you are changing, this will either give you a dropdown list to select a new value from, or give you a text box to enter a value. Select or
enter a value.
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4. To lock a setting so that neither end-users nor administrators of sub-departments can
change it, select the Lock check-box.
5. To hide a setting so that neither end-users nor administrators of sub-departments can see
it, select the Hide check-box.
6. The change has now been temporarily stored to this phone profile. To permanently save a
change click on Save changes. To abandon any changes you have made in this session
or since you last saved by clicking on Discard changes.
NOTE: Changes will not be applied to the actual phones themselves until they are
rebooted or sync with the EarthLink provisioning overnight.
7. To return to the main Phone Profile
screen click on the Home icon.
4.5.4 Logging Out of Phone Profiles
Close your browser window to log out of the Phone Profiles management.
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4.6 Modifying Phone Configuration as User
To log into and modify the phone settings as one of your users, follow these steps:
1. Click on the Individual Line icon to the right of the phone.
2. Modify settings via the Graphical or Table view in the same manner when modifying Phone
Profiles.
4.7 Copying Phone Configuration
To copy the configuration from one phone to another, follow these steps:
1. Modify the old phone as the user, by clicking on the Individual Line icon to the right of the
phone.
2. Go to the table view, using the table view icon to the bottom right of the screen.
3. Select the Phone Profile object.
4. Right click and select Edit->Copy.
5. Exit the phone Configurator by closing the window.
6. Now log into the new phone as the user.
7. Go to the table view.
8. Select the Phone Profile object.
9. Right click and select Edit->Paste.
10. Click on Save Changes.
4.8 Installing a New Phone
To install a new phone, follow these steps.
1. All new phones must be acquired through EarthLink Business to ensure that the phone is
compatible with our service.
2. If you need to connect a PC to the network through the phone, plug the computer’s
Ethernet cable into the PC socket of the phone.
3. Plug the Ethernet cable provided with the phone into the LAN or Network socket of the
new phone.
4. The phone should now power up and retrieve its configuration from our server.
5. Once it has fully powered up, if there is no phone number configured on the phone, you
will need to assign the phone to a spare line using CommPortal. See Section 4.3 Assigning
a Line to a Phone for instructions.
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4.9 Replacing with an Identical Phone Model
To replace a phone with one of an identical model, follow these steps:
1. Using CommPortal, copy the configuration of the existing phone to the new phone by
following the instructions in Section 4.7 Copying Phone Configuration.
2. Using CommPortal, remove the existing phone from the phone line, by following the
instructions in Section 4.4 Removing a Line from a Phone.
3. Using CommPortal, add the new phone to the line which was removed from the old line,
by following the instructions in Section 4.3 Assigning a Line to a Phone. Note that the new
phone must be in the same department as the phone being replaced. If it isn’t, you or
another administrator with sufficient permissions will need to move the phone to the
relevant department before you can assign the line to it. Follow instructions in Section 4.2
Moving Phones between Departments for instructions.
4. Unplug the computer’s Ethernet cable from the old phone if one is plugged in.
5. Unplug the LAN/Network Ethernet cable form the old phone.
6. Plug the computer’s Ethernet cable into the PC socket of the new phone.
7. Plug the LAN/Network Ethernet cable into the new phone.
8. The new phone should now power up and retrieve its configuration from the server. The
new phone will be configured identically to the old phone.
4.9.1 Replacing with a Different Phone Model
To replace a phone with one of a different model, follow these steps:
1. Using CommPortal, remove the existing phone from the phone line, by following the
instructions in Section 4.4 Removing a Line from a Phone.
2. Using CommPortal, add the new phone to the line which was removed from the old line,
by following the instructions in Section 4.3 Assigning a Line to a Phone. Note that the new
phone must be in the same department as the phone being replaced. If it isn’t, you or
another administrator with sufficient permissions will need to move the phone to the
relevant department before you can assign the line to it. Follow instructions in Section 4.2
Moving Phones between Departments for instructions on doing this.
3. Unplug the computer’s Ethernet cable from the old phone if one is plugged in.
4. Unplug the LAN/Network Ethernet cable form the old phone.
5. Plug the computer’s Ethernet cable into the PC socket of the new phone.
6. Plug the LAN/Network Ethernet cable into the new phone.
7. The new phone should now power up and retrieve its configuration from the server. It will
have the default configuration defined by any department profiles, and can now be
configured by the phone user. For more information on department phone profiles, see
Section 4.5 Phone Profiles.
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5. MULTIPLE APPEARANCE DIRECTORY NUMBERS (MADNs)
A Multiple Appearance Directory Number (MADN) is a single number that is associated with
a number of business lines. When a caller dials a MADN, all the numbers associated with that
MADN will ring at the same time.
5.1 Viewing MADNs
The MADNs page shows you all of the MADNs within your department.
To view MADNs in sub-departments, select the sub-department from the drop-down list at
the top of the page.
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5.2 Moving MADNs to Another Department
To move an MADN between departments, follow these steps:
1. Select the MADN using the checkbox to the left of the MADN.
2. Select the department to which you wish to move the MADN using the drop-down list
at the bottom of the page.
5.3 Viewing and Modifying a MADN
To view more details about a MADN or change its settings, click on the Group
right of the MADN number.
icon to the
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5.3.1 MADN Lines
The MADN Lines tab shows you all of the lines that will ring when the MADN is called.
Adding Lines
To add lines to the MADN, perform one of the following two steps:
1. If you know the number, enter it in the text box on the bottom 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.
Removing Lines
To remove a line from the MADN, follow these steps:
1. Select the line to remove using the checkbox to the left of it.
2. Click on the Remove Selected button.
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5.3.2 Other Settings
The Other Settings tab shows you the Call Limit Algorithm in use for this MADN.
5.4 Changing MADN settings
To view and change the settings for the MADN line, follow these steps:
1. Click on the Individual Line icon to the right of the MADN number.
2. This will open a new browser window and automatically log you into CommPortal for this
number. Follow the instructions for configuring settings given in the Help icon in the
CommPortal. Note that this will be under the Groups tab which is only included in the
CommPortal if your company has a MADN.
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6. MULTI LINE HUNT GROUPS (MLHGs)
A Multi Line Hunt Group (MLHG) is a collection of Business Group lines. Calls to a MLHG are passed to the first non‐busy line in the group, or to all non‐busy lines simultaneously. 6.1 Viewing MLHGs
The MLHGs page shows you all of the MLHGs in your department.
To view MLHGs in sub-departments, select the sub-department from the drop-down list at
the top of the page.
6.2 Moving MLHGs to Another Department
To move an MLHG between departments, follow these steps:
4. Select the MLHG using the checkbox to the left of the MLHG.
5. Select the department to which you wish to move the MLHG using the drop-down list
at the bottom of the page.
6.3 Viewing and Modifying MLHG
To view the details of an MLHG and to modify its settings, you first need to select that MLHG. Do
this by selecting the Group icon
to the right of the MLHG.
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This takes you to a series of tabs for that MLHG.
6.3.1 MLHG Pilots
The MLHG Pilots tab shows you any pilot numbers for this MLHG. 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. This could be useful, for example, if you are using a Multi
Line Hunt Group for a call center and wanted to provide one number for the public to call.
6.3.2 MLHG Lines
This tab shows you all of the lines that are members of this MLHG.
Adding Lines
To add lines to the MLHG, perform one of the following two steps:
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.
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Removing Lines
To remove a line from the MLHG, follow these steps:
1. Select the line to remove by using the checkbox to the left of it.
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Changing Positions
To change the positions of lines within the MLHG, follow these steps:
1. Click on the Change Positions button.
2. Move lines up and down using the icons.
3. Click on Apply.
6.3.3 Settings
The Settings tab lets you view and change various settings for the MLHG.
Preferences
The Preferences page allows you to rename the MLHG. To rename the MLHG, follow these
steps:
1. Type the new name in the text box.
2. Click on Apply.
Hunt Settings
The Hunt Settings page allows you to see the call distributed algorithm that is used for this
MLHG and other detailed MLHG settings. See the help page by clicking Gear on the upper right
corner for more information on Hunt Settings.
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7. CALL PICKUP GROUPS
A Call Pickup Group defines a group of lines within which the subscribers can use Call Pickup to
answer each other's incoming calls.
7.1 Viewing Call Pickup Groups
The Call Pickup Groups page shows you all of the Call Pickup Groups in your department.
To view Call Pickup Groups in sub-departments, select the sub-department from the dropdown list at the top of the page.
7.2 Moving Call Pickup Groups to Another Department
To move Call Pickup Groups between departments, follow these steps:
1. Select the Call Pickup Group using the checkbox to the left of the Call Pickup Group.
2. Select the department to which you wish to move the Call Pickup Group using the
drop-down list at the bottom of the page.
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7.3 Adding Call Pickup Groups
To create a new Call Pickup Group, follow these steps:
1. Click on Add Group.
2. Enter the name of the new Call Pickup Group in the text box.
3. Click on Add.
7.4 Deleting Call Pickup Groups
To delete a Call Pickup Group, follow these steps:
1. Select the Call Pickup Group using the checkbox to the left of the Call Pickup Group.
7.5 Viewing and Modifying Call Pickup Groups
To view the details of a Call Pickup Group and to modify its settings, follow these steps:
1. Select that Call Pickup Group by selecting the Group icon
Group.
to the right of the Call Pickup
2. This takes you to a series of tabs for that Call Pickup Group.
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7.5.1 Lines
The Lines tab shows you all the lines in this Call Pickup Group.
Adding Lines
To add lines to the Call Pickup Group, perform one of the following two operations:
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
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Removing Lines
To remove a line from the Call Pickup Group, follow these steps:
1. Select the line to remove by using the checkbox to the left of it.
7.5.2 Settings
The Settings tab lets you view and change the name of the Call Pickup Group. To change the
name, follow these steps:
1. Enter the new name in the text box.
2. Hit Apply.
8. SHORT CODES
A Short Code is a code specific to the Business Group that represents an external directory
number.
8.1 Viewing Short Codes
The Short Codes page shows you all of the Short Codes in your department.

To view Short Codes in sub-departments, select the sub-department from the drop-down
list at the top of the page.

To view all of the Short Codes for all departments, select View All from the department
drop-down list.
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8.2 Moving Short Codes to Another Department
To move Short Codes between departments, follow these steps:
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 to which you wish to move the Short Code or Short Code range,
using the drop-down list at the bottom of the page.
8.3 Adding Short Codes
To create a new Short Code, follow these steps:
1. Click on Add.
2. Enter the number of the Short Code to add.
3. Enter the telephone number or internal code the Short Code should dial.
4. Click on Add.
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8.4 Adding Short Code Ranges
To create a new Short Code range, follow these steps:
1. Click on Add Range.
2. Enter the first and last numbers of the Short Code range to add.
3. Enter the telephone number or internal code the first Short Code in the range should
dial.
4. Click on Add.
8.5 Deleting Short Codes and Short Code Ranges
To delete Short Codes and Short Code Ranges, follow these steps:
1. Select the Short Code or Short Code range using the checkbox to the left of the Short
Code or Short Code Range.
39
8.6 Modifying Short Codes
To modify an existing Short Code, follow these steps:
1. Click on either the Short Code number or the number the Short Code dials.
2. Modify the details.
3. Click on Save.
8.7 Modifying Short Code Ranges
To modify an existing Short Code Range, follow these steps:
1. Click on either the Short Code Range numbers or the numbers the Short Code Range
dials.
3. Click on Save.
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9. EXTENSIONS
9.1 Viewing Extensions
The Extensions page shows you all of the Extensions in your business.
9.2 Adding Extensions
To create a new Extension, follow these steps:
1. Click on Add.
2. Enter the number of the Extension to add.
3. Enter the telephone number of the line in your business to which this Extension should
map.
4. Click on Add.
If you have an Auto Attendant, make sure you record an announcement for this new Extension.
This is described in Section 13.3.4 Announcements.
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9.3 Adding Extension Ranges
To create a new Extension range, follow these steps:
1. Click on Add Range.
2. Enter the first and last Extension numbers to add.
3. Enter the telephone number of first line in your business to which this Extension range
should map.
4. Click on Add.
9.4 Deleting Extensions and Extension Ranges
To delete Extensions and Extension Ranges, follow these steps:
1. Select the Extension or Extension range using the checkbox to the left of the
Extension or Extension Range.
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9.5 Modifying Extensions
To modify an existing Extension, follow these steps:
1. Click on either the Extension number or the phone number of the Extension.
3. Click on Save.
9.6 Modifying Extension Ranges
To modify an existing Extension Range, follow these steps:
1. Click on either the Extension Range numbers or the phone numbers the Extension
Range dials.
3. Click on Save.
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10. DEPARTMENTS
Departments divide your Business group into separately-administrable groups. Business Group
administrators can optionally be restricted so that they only have privileges to administer lines
within a given Department. Departments can also be divided into sub-departments.
10.1 Add a New Department
To add a New Department:
1. Click on the Add Department button on the bottom right of the screen
2. Name the Department
3. Select the Parent Department it will be a member of
4. Select an Operator Number (Optional)
5. Set Limits for Department
a. This allows Business Group Administrator a degree of control over bandwidth usage
between departments
6. Click Add
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10.2 Modify an Existing Department
To modify an Existing Department:
1. Click on Department to be modified.
2. Modify the fields to be changed.
3. Click Apply.
a. Until you make a change to the Department the Apply button will not be
activated
10.3 Delete an Existing Department
To delete an Existing Department:
1. Click on Department to be deleted.
2. Click Delete.
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11. ACCOUNT CODES
The Account Codes service allows you to require account codes of your choice against calls that
you make by dialing the appropriate code when placing an outbound call.
11.1 Viewing and Modifying Account Code Settings
The Account Codes page shows you all of your business’s account code settings.
11.2 Modifying Settings
11.2.1 Modifying Call Types Requiring Account Codes
Use the checkboxes to specify which types of calls will require Account Codes:

International – Whether account codes are required for calling international numbers.

Local – Whether account codes are required for local calls.

Premium Rate – Whether account codes are required for premium rate (1-900 number)
calls.

Regional – Whether account codes are required for regional calls.

National – Whether account codes are required for long distance calls.

Operator – Whether account codes are required for operator calls.

Directory – Whether account codes are required for directory (411) calls.

Carrier Dialed – Whether account codes are required to make calls when dialing a carrier
code (such as 1010000).
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
Local Business Group – Whether calls to other numbers within your business require
account codes if they are local calls. Normally calls within your business will be local calls,
but if you have multiple sites, calls between numbers may be regional or national calls. In
this case you need to use the Other Business Group setting.

Other Business Group – Whether calls to other numbers within your business require
account codes if they are not local calls.
Once you have selected the call types, hit Apply to save your changes.
11.2.2 Choosing Validated or Unvalidated Account Codes

If account codes are validated then you define a set of permitted account codes, and you
must dial a code from this list whenever you place an outbound call (if it is a type you
have specified you wish to log account codes for). If you dial an account code that does
not match one on the list the call will not complete.

If account codes are not validated then you do not preconfigure a set of permitted account
codes. When you place an outbound call (of a type you have specified you wish to log
account codes for) you may dial any code of your choice.
To use Validated Account Codes, follow these steps:
1. Check the checkbox next to Use validated account codes.
2. Hit Apply.
To use Unvalidated Account Codes, follow these steps:
1. Uncheck the checkbox next to Use validated account codes.
2. Hit Apply.
11.2.3 Setting Account Code Length
To specify the length that should be used by your account codes, follow these steps:
1. Enter the length in the text box after Account code length.
2. Hit Apply.
11.2.4 Blocking Access after Incorrect Account Codes
If you are using Validated Account Codes, a user’s phone line will be blocked after an incorrect
account code is entered too many times in succession. To change the number of incorrect entries
the user is allowed, follow these steps:
1. Enter the value in the text box after Max incorrect attempts before account is
blocked.
2. Hit Apply.
If a line is locked due to excessive incorrect attempts, you must contact EarthLink Business to
unlock the line.
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11.2.5 Setting Individual Line Properties
To specify whether various settings can also be specified for each line in your business, perform
one of the following operations.

To allow which types of calls require account codes to be changed for each line, check Call
types may be overridden per line.

To allow the length of account codes to be changed for each line, check Account code
length may be overridden per line.

To allow lines to view the account codes that you have defined for the whole business,
check Lines may view business group account codes.

Set whether each line should be able to view, or both view and change, or not view their
own account codes by selecting the relevant setting from the drop-down list at the bottom
of the Account Code Options section.

If you want to have per-line account codes, but don’t want the user to be able to
configure these, configure these by logging on to CommPortal as that user. Doing this is
described in Section 11.3 Viewing and Modifying Account Code Settings for a Line.
Once you have made your changes, hit Apply to save them.
11.2.6 Configuring Account Codes
To modify the account codes, follow these steps:
1. Click on Edit List.
2. To add an account code, follow these steps:
a. Enter the code in the Account code text box.
b. Enter the description in the Description text box. The description will not be listed
on the invoice, but the account code will.
c. Click on Add.
3. Remove an account code by clicking the ‘X’ icon to the right of the account code.
4. To change the description of an account code, remove it and then re-add it with the new
description.
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5. Once you have finished making changes, click on OK.
6. To save your changes you must now click Apply.
11.3 Viewing and Modifying Account Code Settings for a Line
If you want to view and change a particular line’s account code settings, follow these steps:
1. Change the settings to allow you to do this as described in Section 11.2.5 Setting Individual
Line Properties.
2. Go to the Lines page in the CommPortal and log in as the line whose settings you wish to
change, as described in Section 3.2
3.
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12. CALL LOGS
The Call Logs page allows you to see a report of the calls to and from the lines in your Business
Group.
Request reports containing the logs of calls made up to a month at a time
Segments applicable
Entire Business Group
Department Level
Sub Department Level
To utilize the Call Logs page:
1. Choose timeframe
2. Select Department
3. Click Download
a. This will download the call logs as a Comma Separated Value (CSV) file.
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13. MISCELLANEOUS SETTINGS
Allows a BGA to configure a number of call settings associated with their Business Group.|
13.1 Number Blocks
The Number Blocks page shows you all of the telephone numbers that we have assigned to
your business.
To reserve additional numbers, the BGA must contact EarthLink Business at 1-855-352-2731
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13.2 External Calls
The External Calls page lets you view the settings that are in place for calls that are
external to your business.

External Calls – This can take one of the following values:
o
Not Permitted – Calls outside of your business are not permitted.
o
Unlimited – There is no explicit limit to the number of concurrent external calls you
can have, but there may be a limit to either the number of Incoming or Outgoing
Calls you can make.
o
Limited – There is a limit to the number of concurrent calls you can have to outside
of your business.

Maximum number of external calls – If the value of External Calls is Limited, the
value of this setting specifies how many concurrent external calls there may be at any
time.

Incoming Calls – This can take one of the following values:
o
Not Permitted – Inbound calls from outside of your business are not permitted.
o
Unlimited – There is no limit to the number of concurrent incoming external calls
you can have, although you are still subject to any Maximum number of external
calls.
o
Limited – There is a limit to the number of concurrent calls you can have from
outside of your business.
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 Maximum number of simultaneous incoming calls – If the value of Incoming Calls is
Limited, the value of this setting specifies how many concurrent incoming external calls
there may be at any time.

Outgoing Calls – This can take one of the following values:
o
Not Permitted – Outgoing calls to outside your business are not permitted.
o
Unlimited – There is no limit to the number of concurrent outgoing external calls
you can have, although you are still subject to any Maximum number of external
calls.
o
Limited – There is a limit to the number of concurrent calls you can have to outside
of your business.

Maximum number of simultaneous outgoing calls – If the value of Outgoing Calls
is Limited, the value of this setting specifies how many concurrent incoming external calls
there may be at any time.

Local carrier code – This is a code that identifies which carrier will be used for any local
calls your business makes. It is sometimes called PIC2.

Long distance carrier code – This is a code that identifies which carrier will be used for
any long distance calls your business makes. It is sometimes called PIC1.

International carrier code – This is a code that identifies which carrier will be used for
any international calls your business makes. It is sometimes called PIC3.
13.3 Other Settings
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
Restricted Subscriber Messaging
o

Use Internal Extensions
o

Determines whether members of this Business Group can forward voicemail
messages to subscribers outside of the Business Group
Determines whether or not CommPortal displays the Business Group extension
number associated with a directory number where possible
Internal Operator Number
o
Determines the number used to access this Business Group’s operator.
14. MUSIC ON HOLD
14.1 CommPortal Access
14.1.1 Logging In
To log into the Music On Hold system, click the Music On Hold link at the bottom left hand side of
CommPortal.
This will open up a new browser window with Music On Hold administration system.
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If you are the administrator for the top-level department of your business, then 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.

Resources – This section allows you to upload and manage your recordings.
If you are not an administrator for the top-level department of your business, you will not see
Resources, as only administrators for the top-level department can manage recordings.
14.1.2 Managing Recordings
To access the recordings section, click on the Resources link.
Global Media List
The Global Media List section specifies any recordings that we have made available for your
use. Whether we make any recordings available to you depends on which service you to which
you have subscribed. You can’t add or remove recordings from the Global Media List.
55
Your Own Recordings
The second section displays any recordings that you have uploaded to the system, either using
this web interface or via phone access.
Recording Limits
At the bottom of this section 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.
Recording Formats
You can upload recordings to the system in either WAV or MP3 format.
Adding a Recording
To add your own recording, follow these steps:
1. Enter a unique ID for this recording in the ID text box. This ID must be between 10 and
99.
2. Enter a description for this recording in the Description text box.
3. Click on Browse and select the recording you wish to upload. This must be either a .wav
or .mp3 file.
4. Click on Add.
Depending on the size of the recording you are uploading, this process may take a few seconds.
Modifying a Recording
To change the description of a recording, follow these steps:
1. Click on the Edit button to the right of the recording.
2. Edit the description field.
3. Click Save.
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To change the volume at which a recording will play, follow these steps:
1. Click on 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.
Playing a Recording
You can play a recording that you have uploaded by clicking on the ID or Description link for
that recording. Note that this will play the recording at its original volume – the Gain setting has
no impact on playing a recording through this interface.
Removing a Recording
To remove a recording, click on Delete to the right of the recording you wish to delete.
14.1.3 Assigning Recordings to Lines
You can assign recordings either to all lines in your business, or different recordings per line. To
do this you need to access the mappings section.
You will now see a list of mappings between the directory numbers of lines in your Business
Group or department and the Music On Hold resources that each line uses.
If the department of which you are an administrator 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 subdepartment.

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.
57
There is always a Default mapping that is used if you don’t specify a mapping for a particular
line. To edit the Default mapping, click on the Edit button next to the Default mapping. When
done, click on the Save button.
Each mapping consists of a series of fields that you can set:

An Initial resource, or recording, that is played when the call is first put on hold.

Optionally, a Follow-up resource, or recording, which may be played depending on the
Action.

An Action, which can be one of:
o
Repeat – The initial recording is played continually.
o
Play Once – The initial recording is played once, and then the follow-up recording
plays continually.
o
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.
o
Repeat – Follow-up Interrupted – The initial recording is played first. Then the
follow-up recording plays continually, being interrupted by the first recording.

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 is used by the Repeat – Initial Interrupted and Repeat – Followup Interrupted actions to indicate how often the repeated recording should be
interrupted.
Adding a Mapping
To add a mapping for a particular line, follow these steps:
1. Set the fields to the left of the Add button.
2. Click on Add.
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Modifying a Mapping
To modify either the Default mapping or the mapping for a line, follow these steps:
1. Click Edit to the right of the mapping.
2. Modify the fields.
3. Click on Save.
You cannot modify the telephone number to which a mapping applies. If you need to do this,
remove the mapping and add a new one.
Removing a Mapping
To remove a mapping, click on the Delete button to the right of the mapping. You cannot delete
the default mapping.
15. AUTO ATTENDANT
15.1 Planning Your Auto Attendant
Before you start to set up your Auto Attendant, it is a good idea to sketch out the operation of
each menu on paper. This allows you 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:
1. Play an announcement giving directions to the store, then return to the main menu so that
the user can select another option.
2. Place an order with a server.
3. Speak to the manager.
4. Speak to another employee using dial-by-name.
The sketch below shows how this menu would operate, including the key presses to access
each option:
59
In the diagram, option 1 (directions to the store) is shown with an arrow returning to the
main Welcome menu so that the caller can select another option if required. The other
options do not need to return to the menu.
You can also configure Out-of-hours and holiday operation menus where the Auto 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 (in which case you should
create a similar sketch).
15.2 Types of Auto Attendant
There are two types of Auto Attendant:
Standard Auto Attendant

Administration – Either through Phone or CommPortal

Basic Scheduling Options – Business and Non-Business Hours

Basic Call Handling – Dial by Name and Dial by Extension

Single Menu Option

Up to 30 Additional Extensions allowed
Premium Auto Attendant

Administration – Either through Phone or CommPortal

Advanced Scheduling Options – Including Holiday Schedule

Advanced Call Handling – Transfer to Voicemail by Name or Voicemail by Extension

Nested Menu Option

Uploading announcements

Up to 200 Additional Extensions allowed
15.3 Standard Auto Attendant
15.3.1 Logging In
To log into the Standard Auto Attendant, follow these steps in Section 3.2 Logging In as Another
User.
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15.3.2 Main Page
When first logging in the Main Page will you show the status of the Standard Auto Attendant

Current State is circled in Red below
o
To turn the Auto Attendant On or Off


Click on the Turn ON or Turn OFF depending on the current status
You can also see if a schedule is being used and switch the options by clicking the link at
the bottom of the page
o
Scheduling – This will play 2 different menus depending on when the caller reaches
the Auto Attendant
o
Single Menu – Regardless of when a caller reaches the Auto Attendant a single
menu will be presented to the caller.

If you are using a single menu then the tab options will be different
61
When the Auto Attendant is OFF there are two behaviors available
o

Click on the hyperlink showing the current behavior
This will open a new box allowing you to select from two options
o
Option 1 is to play a prerecorded message stating the number is unreachable
o
Option 2 is to forward callers to a single number
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15.3.3 Schedule Tab

The Schedule tab allows you to determine when each menu will be played.

On first use, the subscriber can choose whether to use an example schedule or a blank
one as a basis for creating their first schedule.
o
Example schedule is 9 – 5 Monday to Friday for Business Hours

Please note if you are utilizing a single menu this tab will not show.

To configure your schedule just select the boxes that are applicable.
o
You can select and drag to select multiple cells. By default, the schedule is
configurable hourly but can be configured by 15 minute intervals by clicking the Zoon In
link.
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
If there are days that fall into the Business Hours schedule that are known Non-Business
Hours you can select those through the “Special Days” option.
o
A calendar will pop up for you to select the days
o
There is an option to Add Public Holidays

You will be asked to select the appropriate Country and Year that is
applicable to your schedule.
15.3.4 Business Hours Menu (Easy Attendant Menu)
The Business Hours Menu, or Easy Attendant Menu if you are not using Scheduling, is to
determine the options the caller has when they are in the menu and what action to take when a
caller selects the option.
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Record Initial Greeting
This is the greeting that users will hear when they initially reach the Auto Attendant. It is the
audio that walks them through the options they can select from. These should match the
options you have configured.

To Record your Greeting press the listen/change hyperlink

This will open a new box to record the greeting.

Click the Red Circle button to begin recording.

If your computer does not have a microphone, then click on the here hyperlink.
There are several options for actions out of the Auto Attendant:
Option 1: Play Announcement

An example of this would be if you wanted to give users the option to “Press 1 to hear
directions to the store”

Once the user dials 1 then the announcement with the directions would play
65
Option 2: Transfer to Phone

If you want to have all calls for Account Payable go to the head of the department you
could have the Attendant say “Press 1 for Accounts Payable”

Once the user dials 1 then the caller would be sent to that phone number

You can enter a new phone number or select from a drop down of all the extensions
available
Option 3: Transfer to Voicemail

If you want to have all calls for order entry to go direct to a voicemail box that is for users
to leave their orders you could have the Attendant say “Press 1 to leave your Order
Details”

Once the user dials 1 then the call would be sent directly to that voicemail box. If there is
a phone associated to that number then it would NOT ring.

You can enter a new phone number or select from a drop down of all extensions available
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Option 4: Dial by Extension

If you want to give callers the option to reach members of the Business Group directly
from the Auto Attendant if the caller knows that persons extension you could have the
Attendant say “If you know your party’s extension please press 1”

Once the user dials 1 then the caller would be instructed to dial the extension.

Please note in order for this option to work all extensions must be programmed in the
Extension tab
Option 5: Dial by Name

If you want to give callers the option to reach members of the Business Group directly
from the Auto Attendant you could have the Attendant say “If you know the name of the
party you are trying to reach please press 1”

Once the user dials 1 then the caller would be instructed to dial the first 3 digits of the
users’ name.

If there are multiple matches the caller will be asked to choose the appropriate party to be
transferred to.

Users will need to have a Spoken Name recorded to be found in the Dial by Name
Directory.
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15.3.5 Non-Business Hours Menu
This menu will be played during the hours specified in the Schedule Menu for Non-Business
hours. The Non-Business Hours Menu will follow the steps detailed in 15.3.4 Business Hours
Menu (Easy Attendant Menu).
15.3.6 Extension Tab
The Extension Tab has a direct impact on the Dial by Name and Dial by Number capabilities.
Users in the Business Group will be shown as they have been provisioned.
You can also include Additional Extensions that are outside of the Business Group to be options
off the Auto Attendant. There is a limit of 30 Additional Extensions that can be included.
From the Extensions tab a BGA can:

Review the Business Group Extensions in the Auto Attendant line’s Business Group.

Select whether or not the Extensions can be used in your Auto Attendant menus
o
By selecting the checkbox to the left of Extension includes or excludes All
Extensions
o
Or select only the Extensions you would like to take action against.
o
Then select “Mark As Included” or “Mark As Excluded” to determine the action to be
taken against the Extensions that have been selected
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Types of Extensions

Business Group Extensions – These are the users that are native to the Business Group
set up for your EarthLink Business Hosted Voice service.

Additional Extensions – These are numbers you would like to give the caller the
opportunity to reach through the Auto Attendant.
o

An example of this would be a consultant that is not part of your Business Group,
but you would like to have callers be able to Dial by Name or Dial by Extension
To include an Additional Extension select “Add Extension”
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
Assign an Extension, Name, and Full Telephone Number to the user.

In order for them to be included in the Dial by Name option you will need to Record or
Upload a Spoken Name. The file announcement must be a G.711 (CCITT) 8 kHz 8 Bit
Mono u-Law WAV file. This will be played to users to select from when they utilize the
Dial by Name feature.

Click Save.
15.4 Premium Auto Attendant
15.4.1 Logging In
To log into the Premium Auto Attendant, follow these steps in Section 3.2 Logging In as Another
User.
15.4.2 Main Page
When first logging in the Main Page will you show the status of the Premium Auto Attendant

Activation Status is circled in Red below
o
To turn the Auto Attendant On or Off

o
Click on the Turn ON or Turn OFF depending on the current status
When the Auto Attendant is OFF there are two behaviors available
70

o
Click on the hyperlink showing the current behavior
This will open a new box allowing you to select from two options

Option 1 is to play a prerecorded message stating the number is unreachable

Option 2 is to forward callers to a single number

The Service Status will show which schedule and menu are currently in force and will
report if there are any errors in the configuration of your schedules, menus, or
announcements.

Each of the other hyperlinks on the Main Page will simply take you to the other tabs
15.4.3 Schedule Page

The Schedule tab allows you to determine when each menu will be played.

On first use, the subscriber can choose whether to use an example schedule or a blank
one as a basis for creating their first schedule.
o
Example schedule is 9 – 5 Monday to Friday for Business Hours
By selecting the Default Schedule you will have 5 periods of time pre-programmed:

Lunch – 12 PM – 1 PM

Weekend – Friday at 5 PM to Monday at 9 AM

Working Hours – Monday to Friday 8 AM to 12 PM and 1 PM to 5 PM

All other times – Anytime that falls outside of a specified menu
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
Special Days
You can specify any Special Days, including:

Any days you would like to follow an alternative menu

You can also upload all Public holidays that are appropriate for the country and year you
would like to apply them.
72
You will be required to specify the Menu to be played for each of the menus

Select the Period from the list of Periods on the left tool bar

Select the Menu to associate to that Period
o
There will not be any Menus to associate until you create them in the Menu tab

Repeat this step until each Period has a Menu associated

If you select “Create New Menu…” from the drop down
o
You will be forced to create this in the Menus tab before it takes effect
o
An error will show in the Menus tab to identify the configuration of the new Menu is
not complete
Customized Schedule
By selecting a Customized Schedule you will have 2 periods of time pre-programmed:

An out of hours period that will play a menu during any times not specified in any of the
other periods
73

A special days period that will play a different menu on public holidays and other specified
dates when your business is closed
Add New Period

To add a new parameter to play a menu select the Add New Period button on bottom left
of the screen

You will be required to Name this period

Click OK
74

You will be then asked to set the time period that will apply

You can select multiple cells by selecting the first cell and dragging your mouse

You will be required to specify the Menu to be played for each of the menus
o
Select the Period from the list of Periods on the left tool bar
o
Select the Menu to associate to that Period

There will not be any Menus to associate until you create them in the Menu
tab
o
Repeat this step until each Period has a Menu associated
o
If you select “Create New Menu…” from the drop down

You will be forced to create this in the Menus tab before it takes effect
75

o
An error will show in the Menus tab to identify the configuration of the new
Menu is not complete
Repeat this step until you have accounted for what menu will be played 7 days a week 24
hours. The hit Apply
15.4.4 Menu Page
The Menus tab allows you to configure the menus to be associated with the scheduled periods
that have been created.
The first time you login you will see a brief description of what the Menus page allows you to do:

On first login the only option available will be to “Add New Menu”
76
Adding New Menu
When adding a new menu you will be able to choose from 4 options:


General – Allows you to add a new menu, or edit the name, description and menu
announcement of an existing menu.
o
You will be required to Name the Menu
o
You will be required to select the Announcement to be played when callers reach
this menu
o
On first set up Announcements will not be set up until provisioned in the
Announcements tab
Keys – Allows you to define the action for keys 1 – 9, 0, #, and * for a selected menu.
Examples includes:

Use Default – This action is selected by default for all new menus
77

Transfer to Phone – Transfer callers to a specific number this will ring the
user’s device.


You can either enter a new number or select from the members of
the Business Group
Transfer to Voicemail – Transfer callers to a specific voicemail box, this
option will not ring the user’s device.

You can either enter a new number or select from the members of
the Business Group. The number must be a member of your
Business Group.

Dial by Extension – This allows the caller to dial the extension, if known, to
directly reach a member of the Business Group or any Additional Extensions
that were provisioned

Dial by Name – This allows the caller to dial the first 3 digits of the name of
the person they are trying to reach. If there are multiple matches the caller
will be given the option to choose the correct party.

Voicemail by Extension – Same idea as Dial by Extension, but rather than
ring the users phone it will send the caller directly to voicemail. The
extension must be for a Business Group line.

Voicemail by Name – Same idea as Dial by Name, but rather than ring the
users phone it will send the caller directly to voicemail. The extension must
be for a Business Group line.
78

Intercept Mailbox – Transfers callers to a mailbox configured in the Advanced
Settings tab. If the mailbox is not set up yet, then you will see a message
stating this option is “Missing Configuration”, and before it will work you must
set up the mailbox in Advanced Settings.

Go to Menu – Transfers callers to another Menu. It is the idea of having
Nested Attendants within a main Attendant.
o
You will be prompted to select the Menu to send callers to

Return to Previous Menu – Sends callers back to the Menu they were in prior
to being sent to a new menu through the Go to Menu option.

Reply Menu – This option allows users to replay the menu options in case
they missed any of the options on the first play

Announcement – Return – If the caller presses this key, they will hear an
announcement and then be returned to the menu.
79



Announcement – Hang up – If the caller presses this key, they will hear an
announcement and Premium Attendant will then hang up the call.

Hang up – This forces the call to be disconnected at a certain point in the
menu.
Timeout – Allows you to override the default value for timeout on a selected menu and
specify the action that Premium Attendant will take if the caller does not press a key
within this time.
o
The default values that apply to all menus unless specified under this tab,
are set using the Advanced tab.
o
The actions available are the same as under the Keys sub-menu
References – Allows you to see whether the selected menu is referenced by any other
menu or schedule in Premium Attendant.
o
You will not be able to delete a menu if it is referred to in another schedule, unless
that Premium Attendant is not currently active.
80
15.4.5 Announcements Page
The Announcements Page allows you to create and record all the announcements that will be
used in the Premium Attendant menus.

On first login the only option available will be to “Add New Announcement”

When you select “Add New Announcement” the following screen will prompt you to create
the announcement
o
There are 3 options to associate an Announcement

Record through the microphone on your computer
81


Upload an existing recording from your computer. The recording must be a
G.711 (CCITT) 8 kHz 8 Bit Mono u-Law WAV file.

Record the announcement through the phone. For more information see
Section 15.5 Recording Prompts Over the Phone
Once you record or upload the Announcement, click Add
o
You will be brought to a screen with all of the Announcements available for the
Premium Attendant
o
You will see a flag if an Announcement is not referenced in any of the Menus
o
To associate an Announcement go back to the Menus tab, and select the menu to
apply the Announcement
82
15.4.6 Extension Tab
The Extension Tab has a direct impact on the Dial by Name and Dial by Number capabilities.
Users in the Business Group will be shown as they have been provisioned.
You can also include Additional Extensions that are outside of the Business Group to be options
off the Auto Attendant. There is a limit of 200 Additional Extensions that can be included.
From the Extensions tab a BGA can:

Review the Business Group Extensions in the Auto Attendant line’s Business Group.

Select whether or not the Extensions can be used in your Auto Attendant menus
o
By selecting the checkbox to the left of Extension includes or excludes All
Extensions
o
Or select only the Extensions you would like to take action against.
o
Then select “Mark As Included” or “Mark As Excluded” to determine the action to be
taken against the Extensions that have been selected
Types of Extensions

Business Group Extensions – These are the users that are native to the Business Group
set up for your EarthLink Business Hosted Voice service.
83

Additional Extensions – These are numbers you would like to give the caller the
opportunity to reach through the Auto Attendant.
o
An example of this would be a consultant that is not part of your Business Group,
but you would like to have callers be able to Dial by Name or Dial by Extension

To include an Additional Extension select “Add Extension

Assign an Extension, Name, and Full Telephone Number to the user.

In order for them to be included in the Dial by Name option you will need to Record
Spoken Name. The file announcement must be a G.711 (CCITT) 8 kHz 8 Bit Mono uLaw WAV file. This will be played to users to select from when they utilize the Dial by
Name feature.

Click Save.
84
15.4.7 Advanced Tab
The Advanced tab allows you to change some of the default values in the Premium Attendant
configuration.

Default keys – Allows you to change what a key should do if it is set to “Use
default” on a menu.
o
o

This can be one of the following actions:

Do Nothing

Transfer to Phone

Transfer to Voicemail

Intercept Mailbox

Dial by Extension

Return to Previous Menu

Replay Menu
For more information about the details of each of these actions please see
15.4.4 Menus -> Adding New Menus -> Keys
Error handling – Allows you to change the default behavior of Premium Attendant.
o
This default behavior would happen if one of the following scenarios
occurred:

A caller fails to press a key within the specified timeout

A caller presses a key that is not configured in the Premium Attendant
menu

A call transfer fails

A caller selects an invalid extension
85


There is a specific menu to modify the default behavior in each of the scenarios.
The options will change based on which scenario you are modifying.
Other Settings –
o
Set the telephone number for the voicemail box to be used on the ‘Intercept
mailbox’ action.
15.5 Recording Prompts Over the Phone
The Standard and Premium Auto Attendants allow you to record announcements over the phone
to be played to callers.
15.5.1 Accessing Auto Attendant Subscriber Services Telephone Interface
You can access the Auto Attendant Subscriber Services from your EarthLink Business Hosted
phone or from an outside line.

Dial 877-869-8360
o
Once you have dialed into the messaging system, press the * key if you are dialing
from your EarthLink Business hosted line

When prompted enter your Auto Attendant number followed by the pound (#) key

When prompted, enter your PIN followed by the pound (#) key
86
15.5.2 Standard Attendant Announcement Recording
When you login to the Standard Attendant telephone configuration, you can record
announcements for the Business Hours menu, Non-Business Hours menu and for specific menu
options.

Access the Auto Attendant phone interface as described in Section 15.5.1 Accessing Auto
Attendant Subscriber Services Telephone Interface

Press 1 to change the Standard(Easy) Attendant Configuration

o
Press 2 to edit announcements for Business hours
o
Press 3 to edit announcements for Non-Business hours
You can edit the announcements for the Initial Greeting that callers hear when they call
during Business/Non-Business hour by pressing the pound (#) key
o

If you have assigned an Option to play an announcement as described in Section
15.3.4 or 15.3.5, you would press the key that corresponds to that Option
Record the announcement and press the pound (#) key when completed. Follow the
prompts to save, edit or discard the recording.
15.5.3 Premium Attendant Announcement Recording
When you login to the Standard Attendant telephone configuration, you can record
announcements for the Business Hours menu, Non-Business Hours menu and for specific menu
options.

Access the Auto Attendant phone interface as described in Section 15.5.1 Accessing Auto
Attendant Subscriber Services Telephone Interface

Press 1 to change the Premium Attendant Configuration. Note, you cannot change the
Attendant Configuration until you have created a Menu
o
Press 2 to edit announcements
87

Enter the number for the Announcement you wish to record and then press pound
(#).The number can be found on the Announcement section of the web interface

Record the announcement and press the pound (#) key when completed. Follow the
prompts to save, edit or discard the recording.
88
16. GLOSSARY
This appendix describes the important concepts used in your phone system.
16.1 CommPortal
CommPortal provides a web interface to your phone system and allows end users and
Business Group Administrators (BGA) to modify their settings. There are two CommPortal
interfaces:
1. The first is for regular users to modify their phone service settings.
2. The second is for BG Administrators to modify both global settings for the business and
to modify end-users’ settings.
The second of these interfaces is the one, which you will use to administer the phone system
and is described by this document. For more details on using the first interface, please see
the Help icon in the CommPortal.
16.2 Logging Into CommPortal as Another User
You will sometimes need to log into CommPortal on behalf of another user. This will enable
you to view and modify the user’s settings just as that user can by using the regular
CommPortal interface. Here are some examples of when this would come in useful:

If a user has forgotten his or her password, you can log on and change the password
to a new value.

If a user is unable to access CommPortal but needs a setting (such as Call Forwarding)
changed urgently, you can log on and do it for him/her.
There are a few differences between the regular CommPortal interface and what you will get
to see when you log in as another user.

The Dashboard page is not available, so by default CommPortal takes you to the Call
Manager page.

The Voice Mail page is not available for privacy reasons.

Click to Dial calls cannot be performed.
16.3 Phones
EarthLink Business Hosted Voice supports a number of different types of phones. Their keys
differ from each other and differ in their operation. For specific instructions on using specific
phones, please see the hardware user guides at http://www.earthlinkbusiness.com/hostedvoice
16.4 Phone Numbers
Every phone line will have its own DID (Direct Inward Dial) number, which is a regular 10digit number including the area code, such as 555-555-5556. Your phone system is capable
of having multiple lines configured on a single phone. You could configure one line on a
89
phone that is that employee’s personal DID, and another line which is your business’s main
switchboard number. Calls to both numbers will make this one phone ring.
Your phone system is also capable of sharing lines between phones. This means that in the
example above, each phone in your business could have its own DID line, and a second line
which is your business’s main switchboard number. Then every phone would ring when a call
came into your switchboard.
EarthLink Business assigns your business one or more blocks of numbers that you can then
assign to phones as you wish. You can then define your own extension codes that map to
these numbers. Alternatively, if you have asked us to, we will have pre-configured your
system so that the phone numbers and extension codes are already assigned.
16.5 MAC addresses
Every phone has a unique identifier called a MAC address. The phone system uses this
identifier to uniquely identify a phone.
This MAC address is printed on a sticker on the phone, usually underneath. It consists of six
groups of two letters or numbers, and will be printed in one of two forms:
• FE:DC:BA:12:34:56
• FEDCBA123456
16.6 Departments
Many smaller businesses will only have a single administrator, or a number of administrators
who all manage the entire phone system. However, if you work in a larger enterprise, you
may have different administrators each with responsibilities for the phones of different parts
of your organization.
EarthLink Business Hosted Voice supports the concept of departments. Every 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. He or she is also allowed to
manage the sub-departments.
Even the smallest business will have at least one department in the phone system, known as
the top-level or root department. When there is only one department, all of the phone lines
and phones will belong to it.
Larger businesses will have multiple departments, and phones and lines can be moved
around these departments to allow different administrators to manage them.
An administrator’s phone line is always part of the department for which he or she is the
administrator. Moving the administrator’s line to a different department will remove his/her
permissions for managing the prior department, and give him/her permissions to manage
his/her new department.
90
16.7 Phone Profiles
A department’s Phone Profiles consist of default phone configuration that 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 6757i
Aastra 6757i with 1 Expansion module
Aastra 6739i
In this case a department can 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.
16.7.1 Phone Profile Graphical View
You configure the keys of the phone using the graphical view so that the phones used by
people in your department will contain these settings by default. For example, you can
configure a key to access voicemail that will be configured on every phone in your
department.
16.7.2 Phone Profile Table View
The table view allows you to configure a wider range of settings than just key settings, and
provides a more powerful interface.

Lock settings so that neither end-users nor administrators in sub-departments can
override settings.

Hide settings so that neither end-users nor administrators in sub-departments can
view settings.

Configure ringtones.

Configure the phone display.

Configure the time and date format, and time zone.
Note: The exact options available to you will depend on your phone model and the level of
phone service to which you have subscribed. In some cases there may be more advanced
features available to you.
16.7.3 Copying Phone Configuration
If for any reason you need to replace a faulty phone, you may have to copy the
configuration of the old phone to a new phone. This is described in Section 4.9.
91
Note: Copying phone settings is only supported if you are replacing the old phone with a
new phone of exactly the same model. If you are upgrading the phone, you or the user will
need to manually apply any settings to the new phone.
16.8 Network
The phones for your EarthLink Business Hosted Voice phone system use an Ethernet-based
network to communicate with our systems. This is the same technology that provides
computers with access to a network.
Most of the phone models can also provide network access to the computers at users’ desks.
This means 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. EarthLink Business or one of our partners will either supply and install
your network or verify that your network is suitable for Hosted Voice.
However, it’s very important that you only connect the right type of network device to the
right network connection. If you connect the wrong type of equipment to your network, then
it may reduce the quality of your telephone calls, or even stop your telephone system from
working altogether.
16.9 Multiple Appearance Directory Numbers
A Multiple Appearance Directory Number (MADN) is a telephone number with no phone or
line associated with it. Instead, the MADN is configured to have a number of 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 idle lines whose directory numbers are MADN members will ring.
When any of these phones is answered, the rest of the phones will stop ringing.
16.10 Multi Line Hunt Groups
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. If specified phones are busy or not answered, the hunt algorithm will move
on to another phone.

Hunt groups can 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.
92
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.
16.11 Call Pickup Groups
Call Pickup allows users to pick up calls that are ringing on other phones in the same Call
Pickup Group by picking up their own phones and dialing an access code. You can have
multiple groups in your business. 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 he/she will pick up the call which started ringing first.
16.12 Short Codes
Short Codes are speed dials that are defined at the scope of your organization, so everyone
in your business can use them. Short Codes can also be assigned to a specific department
so that only lines in that department can use them.
16.13 Extensions
Extensions are the codes you can dial to reach other people in your business. These are
shorter numbers (3 or 4 digit numbers) that enable your employees to quickly call each
other. If using a 3 digit extension you should avoid utilizing n11 combinations as this could
potentially conflict with informational services dialing such as 911 or 311.
16.14 Account Codes
Account codes:

Authorize employees to make outbound phone calls.

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. This is
the prompt to enter the account code. Once the account code has been correctly entered,
the call will be made.
93
There are two types of account codes:
1. Validated Account Codes. When the user making a phone call enters the account code,
it is checked against a list of valid account codes. If the account code matches one on the
list, the call will continue. If the account code doesn’t match any on the list, then an error
is played. You should use Validated Account Codes when you want to stop any
unauthorized personnel from making outbound calls.
2. Non-validated Account Codes. When the user making a phone call enters the account
code, this account code is marked against the call in the EarthLink Business billing
system and the call continues. The account code isn’t checked for validity. You can use
Non-validated Account Codes where you want to be able to record an account code
against outgoing calls that you make. If you have subscribed for the service, your phone
bill will include the account code for each call. This is useful, for example, if you are
billing your clients for all of your phone calls.
You can set up either type of account code for your whole business or for individual lines,
and you can allow your users to manage their account codes.
16.15 Auto Attendant
The Auto Attendant system lets you set up an automated system for directing incoming
telephone calls to the appropriate person within your organization.
The Auto Attendant allows you to create a menu of different options that a caller can access
using telephone key presses.
You can define different menus for use out of business hours and on holidays, so that the
caller is presented with a different set of options according to the time of the call, or is
presented with an announcement that the business is closed and cannot accept calls at this
time.
You can also include options to allow callers to reach a particular phone extension directly, in
either or both of two ways:
1. Dial by Name – Callers who know the name of the person they want to call can dial the
person’s name using the telephone keypad. The Auto Attendant then asks for
confirmation of the correct extension before connecting the caller direct to the requested
extension. (There may be two or more names that match the key sequence used.)
2. Dial by Extension – Callers who know the extension number of the person they want to
call can dial this number. The Auto Attendant then connects the caller directly to the
requested extension.
You can configure the Auto Attendant system using both the CommPortal and your
telephone.
94
16.16 Music On Hold
The Music On Hold system lets you configure music and recordings to be played to your
callers when you put them on hold. You can either use recordings available in the Global
Media list or upload your own.
You can access the Music On Hold system by either using CommPortal or the telephone. The
CommPortal interface is more powerful and easier to use, but you can use the telephone
interface to record your own announcements to be played to callers.
16.16.1 Music On Hold Performing Rights
Playing music to callers on hold may constitute “public performance” of the music and
therefore risks infringing the copyrights of composers or artists. Therefore, you may need to
obtain appropriate licenses to play any material that you plan to use as Music On Hold.
You can obtain these licenses from licensors such as Broadcast Music Inc. (www.bmi.com) or
the American Society of Composers, Authors and Publishers (www.ascap.com).
We do not accept any legal liability arising from copyright infringements associated with
your use of Music On Hold.
95

EarthLink Business Hosted Voice

Transcription

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