End User Training Guide Everything You Need to Get Started on

Transcription

End User Training Guide
Everything You Need to Get Started on
Vonage Business Solutions’ End User Portal
This guide will give you a comprehensive look at the Vonage Business Solutions online user interface
from the End User side. You can access voicemail, set up phone ring options (“Never Miss a Call”), view
company call activity, and more!
Accessing Your Online User Interface
To log in to the online user interface:
1. Navigate to http://my.vonagebusiness.com.
2. Enter your username and password. If you do not have this information, please contact your
administrator.
3. Click “Sign In.”
Please Note: When you log in for the first time, you will be prompted to choose a secret question and
answer. This question is used to verify your identity in the event that you need to reset your password.
Navigating the User Interface
The End User online interface is designed so that you can make changes to your extension(s) from a
single page.
Top Navigation
Quickly navigate to different sections of the
user interface by using the navigation icons
at the top of each page.
Home
Recordings
Voicemail
Settings
Call Logs
Company
Directory
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Copyright © 2014 Vonage Business Solutions, Inc. All Rights Reserved
1-877-862-2562 | www.vonagebusiness.com
If you have multiple
extensions, choose
which extension
you would like to
manage or edit.
Click here to Log Out.
Left Navigation
The left navigation pane provides
access to management tools for your
extension and profile settings.
Make a Phone Call on your Vonage
phone from the online user interface.
See the current settings for your
Outbound Caller ID.
Never Miss a Call allows you to view
and configure your extension’s ring
options. You can also set your phone
to Do Not Disturb.
My Devices allows you to select
between various phones (devices)
configured for your extension. Click
Edit My Devices to configure an
additional phone.
Get Help provides a link to
online support pages as well
as our Customer Care Team.
This section shows you information
about your account. Click Edit Profile
Settings to update your cell phone
number, email address, or password.
To see the current System
Status of Vonage’s service,
follow this link.
You can also check out the
Vonage Blog.
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Home
The Home Page is the default page when first logging in. Here
you can find information about recent calls and voicemails.
To navigate back to this page, click on the Home icon.
View a graphical
representation of your calls
from the past week.
View and play your recent
Voicemails.
View your Recent Calls.
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My Voicemail
Your extension’s voicemail is stored on your phone as well as in
an online inbox accessible through the “My Voicemail” section.*
In this section you can edit your voicemail settings, record greetings, listen to voicemails, or download and
delete voicemails.
Click to expand or hide the
Advance Search Filters.
Search Voicemail based on
Date, Time, Caller ID, Notes, and/
or length of the voicemail.
Click the green Play button to
listen to your voicemail message.
Quickly search your voicemails.
Check the box to Delete your
message, mark your message as
played, or mark your message as
unplayed.
*Please Note: Vonage stores voicemail messages for 90 days. After this time, your voicemail messages may be removed from
Vonage’s system.
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My Recordings
My Recordings section allows you to search, play,
download, and email your On Demand call recordings.
Search Recordings based on
Date, Time, Caller ID, Notes,
Duration, and more.
View your recordings, sorting by
the Date and time, Name of the
caller, the Direction (inbound,
outbound or intra-PBX), Phone
Number, the Length of the call or
the Location.
Check the box to Email,
Download, Delete or move your
recording to the Recycle Bin.
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My Call Log
A log of your inbound, outbound, and intra-PBX (within the
system) calls are listed under the “My Call Logs” section.
Search calls based on the Date,
Time, Caller ID, Call Direction, Call
Disposition, and International
Calls.
Export your call logs as a PDF or
Excel file.
Show or hide columns of the
call log results.
View your call logs, sorting by the
Date and time, the Caller ID, the
Length of the call, the Direction
(inbound, outbound or intra-PBX),
or the call result (Disposition).
Click the speaker icon to play the
recording associated with this
call.
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Settings
Click on the Settings icon to configure your Extension Settings,
Never Miss a Call, Voicemail PIN and Greeting, Call Monitoring,
and your Devices.
Extension Settings
Extension Settings is the default page when first clicking onto Settings.
View your extension details.
To use Call Continuity Service,
designate a backup number for
your extension.
Enter the area code you would
like to use as the default when
making outbound calls.
Turn Call Screening on and
record a call screening greeting.
Enable Call Announce to hear the
call tag of the extension called.
Choose to connect the call,
send the caller to voicemail or
transfer the call by enabling the
Screening Menu.
Save and continue.
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Never Miss a Call
The “Never Miss a Call” section allows you to configure how your phone will ring. Click the radio button to
choose one of four ways your phone can ring: Send Calls to Voicemail, Call Forwarding, Follow-me, and
Simultaneous Ring. You may also turn on Do Not Disturb in this section.
Send Calls to Voicemail
To send calls to your extension’s voicemail if you do not pick up, choose “Send Calls to Voicemail.”
1. Next, choose the number of seconds your phone will ring before your voicemail picks up the call.
Please Note: Each ring is about five seconds.
2. Press “Save.”
Enable Call Forwarding
To forward your calls to another extension, Call Group, Call Queue, other feature, or an outside number,
choose “Enable Call Forwarding.”
1. Choose the extension or feature from the drop-down menu, or choose “Add Personal Number” to
forward your calls outside the Vonage system.
2. Next, choose the Caller ID that will show up on the phone to which your calls are being sent. You can
choose to show either the originating (original) Caller ID or any number on your account.
3. Press “Save.”
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Enable Follow Me
Customize your phone to “follow” you by ringing different numbers.
1. Choose the extension or outside number you want to ring first next to “Ring this Number First”.
If you want your own extension to ring first, make sure to choose “This Extension’s Handset”.
2. Choose the amount of time you want the call to ring the chosen extension or outside number.
3. To add another number or phone, click the “+” sign to the right of the ring time. You may add up to five
extensions or outside numbers.
4. Choose the voicemail box that you want your messages to go to if no one picks up the call*. This can be
your extension, or another extension on your account.
5. Finally, choose the Caller ID and press “Save.”
*Please Note: Vonage’s system will leave the call wherever a connection is made. This includes an outside number’s voicemail.
Please keep this in mind when choosing an outside number and a ring time.
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Enable Simultaneous Ring
To ring multiple extensions or outside numbers simultaneously, choose “Enable Simultaneous Ring.”
1. Choose an extension or an outside number you want to ring simultaneously when your extension
receives a call from the drop-down menu next to “Ring Simultaneously.”
2. To add another extension or number to ring simultaneously, click “+”. You can add up to four extensions
or outside numbers.
3. Choose the amount of time you want the call to ring before going to your extension’s voicemail.
4. Finally, choose the caller ID that will show up on the phone to which your calls are being sent, and
press “Save.”
Do Not Disturb
Your final option under “Never Miss a Call” is to set your extension to “Do Not Disturb.” If this option is
selected, your calls will go straight to your busy message and your phone will not ring. When Do Not
Disturb is selected the slider will appear blue, if not selected the slider will be gray.
Please Note: If you set your phone to “Do Not Disturb” on the online user interface, there will not be an indicator on your phone
itself.
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Voicemail PIN and Greetings Settings
Click on the Voicemail tab to edit your voicemail settings, record your greetings, and set your exiting
voicemail options.
Edit your Voicemail PIN. This can
be any number, up to 10 digits.
Check the box to Send Voicemail
to Email. Enter your email address,
and you will receive an email with
an attachment of your voicemail
message.
Check this box if you want to delete
your voicemail messages from
your phone and from the Vonage
system after you receive them via
email.*
Record or upload your Voicemail
Greetings. Press the speaker button
to play the greeting already saved.
Press the red button to record; when
pressed Vonage will call you on your
extension or any outside number to
record your message through your
phone. Press the blue arrow button
to upload a greeting.
Please Note: Uploaded greetings
must be in .wav or .mp3 format and
no bigger than 8MB in file size.
If you would like callers to have the
ability to exit your voicemail box
by pressing “4”, click the Ring this
Number button and enter either
an extension or an outside number.
Make sure to let callers know that
this is an option in your voicemail
greeting.
*Please Note: If you choose to delete your voicemail messages after they are sent to your email address, it is important to
remember that Vonage does not store these messages on our system. Please make sure that you are receiving your voicemails via
email prior to checking this box.
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There are four types of voicemail greetings for each extension:
1. “Name Greeting”: Record your first and last name only. This greeting is played when a customer accesses
your extension using the dial by name directory.
2. “Unavailable Greeting”: This greeting is played when you do not answer the phone. It is the most
commonly heard greeting.
3. “Busy Greeting”: This greeting is played when your phone is on “Do Not Disturb,” or when all of your
phones’ line appearances are in use.
4. “Out of Office”: This greeting is played when the “Use ‘Out of Office’ Greeting” is checked. It will override
all other greetings until the box is un-checked.
Call Monitoring Settings
When Call Monitoring is enabled for your extension click on “Call Monitoring” to configure your PIN
(personal identification number).
Edit your Call Monitoring PIN. This can be
any number, up to 10 digits.
Devices Settings
Configure your extension for up to three devices on the Devices Tab.
Click to make this device Active.
Uncheck for this phone to no longer
receive calls.
Choose an E911 Location to indicate
the phone’s physical location in the
event you need to call 911.
Enter your device information
including, Device Name, Provisioning
Model, and MAC Address*.
Click Save at the bottom of the
screen when complete (not shown).
Once you have saved your device information, power cycle your phone (unplug for 10 seconds, then plug
back in and wait for it to finish booting up) to allow your phone to connect to your Vonage system.
If the phone does not show your extension number when the power cycle process is complete, call
Customer Care at 1-866-901-0242. Please note some phones will auto power cycle a second time to
complete the connection.
*MAC Address can be found on the bottom of your phone; typically on a sticker with the Serial Number. It will be a 12-digit AlphaNumeric combination. For Polycom the Serial Number is the MAC Address.
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Company Directory
The Company Directory presents real-time status of coworkers and allows you to Click-to-Call a co-worker from
within your company-wide directory.
Change your status from
Available to Away.
Select how you would like
to View your Dashboard.
Click Customize to choose
who you would like to
view in your Personal
Dashboard.
View Caller ID and
Duration of active calls.
View the number of
Attendees in a conference
call.
See detailed information
about your Call Queue
including the number of
agents on a call, callers
waiting, agents logged in,
and the average wait time.
Icons will appear next to
the Vonage logo indicating
if your colleagues are on
the phone or set to Do Not
Disturb.
Click to Call an extension
or queue, or click to enter
a conference call.
Click here to view your
colleagues contact
information.
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End User Training Guide Everything You Need to Get Started on

Transcription

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