Access Cloud Hosted PBX Web Portal User Guide

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820 W Jackson Blvd., Fl 6 Chicago, IL 60607 Ver. 06132014

Access Cloud Hosted PBX

Web Portal User Guide

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820 W Jackson Blvd., Fl 6 Chicago, IL 60607 Ver. 06132014

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pg. 3 Contents

1 About This Guide ... 9

2 Profile... 9

2.1 Access Profile Menu ... 9

2.2 Profile ... 10

2.3 Addresses ... 11

2.4 Passwords ... 13

2.4.1 Reset Your Password ... 13

2.5 Time Schedule ... 14

2.5.1 Add a Schedule ... 14

2.5.2 Modify or Delete a Time Schedule ... 16

2.6 Privacy ... 16

2.6.1 Turn Privacy On and Off ... 16

3 Incoming Calls ... 18

3.1 Access Incoming Calls Menu ... 19

3.2 Anonymous Call Rejection ... 19

3.2.1 Turn Anonymous Call Rejection On and Off ... 19

3.3 Calling Line ID Blocking Override ... 20

3.3.1 Turn Calling Line ID Blocking Override On and Off... 20

3.4 Calling Name Retrieval ... 21

3.4.1 Turn Calling Name Retrieval On and Off ... 21

3.5 Call Forwarding Always ... 22

3.5.1 Turn Call Forwarding Always On and Off ... 22

3.6 Call Forwarding Busy ... 23

3.6.1 Turn Call Forwarding Busy On and Of ... 23

3.7 Call Forwarding No Answer ... 23

3.7.1 Turn Call Forwarding No Answer On and Off ... 23

3.8 Call Notify ... 24

3.8.1 Activate or Deactivate a Call Notify Entry ... 24

3.8.2 Add a Call Notify Entry ... 26

3.8.3 Modify or Delete a Call Notify Entry ... 27

3.9 Do Not Disturb ... 27

3.9.1 Turn Do Not Disturb On and Off ... 27

3.10 External Calling Line ID Delivery ... 28

3.10.1 Turn External Calling Line ID Delivery On and Off ... 28

3.11 Internal Calling Line ID Delivery ... 29

3.11.1 Turn Internal Calling Line ID Delivery... 29

3.12 Alternate Numbers (Distinctive Ring)... 29

3.12.1 Turn Distinctive Ring Feature On and Off ... 30

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3.12.2 Select Distinctive Ring Pattern ... 31

3.13 Call Centers ... 31

3.13.1 Indicate Your Call Center Availability ... 32

3.14 Call Forwarding Selective ... 32

3.15 Set the Default Forwarding Number ... 33

3.15.1 Add a Call Forwarding Selective Call Entry ... 33

3.15.2 Modify or Delete a Call Forwarding Selective Entry ... 35

3.15.3 View, Activate, Deactivate Call Forwarding Selective Call Entries ... 36

3.16 CommPilot Express ... 36

3.16.1 Configure Profiles for Incoming Calls ... 36

3.17 Custom Ringback User ... 39

3.17.1 Add a Custom Ringback User ... 40

3.17.2 Modify or Delete a Custom Ringback User Entry ... 42

3.18 Priority Alert ... 43

3.18.1 Activate or Deactivate a Priority Alert ... 43

3.18.2 Add a Priority Alert ... 44

3.18.3 Modify or Delete a Priority Alert ... 45

3.19 Selective Acceptance ... 46

3.19.1 Activate or Deactivate a Selective Acceptance Entry ... 46

3.19.2 Add a Selective Acceptance Entry ... 47

3.19.3 Modify or Delete a Selective Acceptance Entry ... 48

3.20 Selective Rejection ... 48

3.20.1 Activate or Deactivate a Selective Rejection Entry ... 49

3.20.2 Add a Selective Rejection Entry ... 50

3.20.3 Modify or Delete a Selective Rejection Entry ... 51

3.21 Sequential Ringing ... 51

3.21.1 Configure Features of the Sequential Ringing Service ... 52

3.21.2 Set the Ring Sequence ... 53

3.21.3 Add Sequential Ringing Call Entries ... 53

3.21.4 Modify or Delete Sequential Ringing Call Entries ... 55

3.21.5 View, Activate or Deactivate Sequential Ringing Call Entries ... 55

3.22 Series Completion ... 56

3.22.1 View Your Series Completion Groups ... 57

3.23 Simultaneous Ringing ... 57

3.23.1 Activate or Deactivate Simultaneous Ringing ... 57

3.23.2 Add a Number or SIP-URI Address to Your Simultaneous Ringing List ... 58

3.23.3 Delete a Phone Number/SIP-URI Address from Your Simultaneous Ringing List ... 59

3.24 Automatic Hold Retrieve ... 60

3.24.1 Holding a Call ... 61

3.24.2 Retrieving a Call ... 61

3.24.3 AHR Recall ... 61

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3.24.4 Configuring Automatic Hold/Retrieve ... 61

4 Outgoing Calls ... 62

4.1 Access Outgoing Calls Menu ... 63

4.2 Automatic Callback ... 63

4.3 Call Return ... 63

4.4 Calling Party Category ... 64

4.5 Last Number Redial ... 65

4.6 Calling Line ID Blocking ... 65

4.7 Speed Dial 8 ... 66

4.8 Speed Dial 100 ... 67

4.8.1 View or Delete Speed Dial 100 Dialing Codes ... 67

4.8.2 Set a Speed Dial 100 Code ... 68

4.8.3 Modify a Speed Dial 100 Entry ... 69

4.9 Account Codes ... 69

4.10 Personal Phone List ... 70

4.10.1 View or Delete Phone List Entries ... 71

4.10.2 Add an Entry to Your Personal Phone List ... 71

4.10.3 Modify or Delete an Entry in Your Personal Phone List ... 72

4.10.4 Import a Comma-delimited Text File ... 72

4.11 Preferred Carrier User ... 73

4.12 Two-Stage Dialing ... 73

5 Call Control ... 75

5.1 Access Call Control Menu ... 76

5.2 Barge-in Exempt ... 76

5.2.1 Turning Barge-in Exempt On and Off ... 76

5.3 Call Waiting ... 77

5.3.1 Turn Call Waiting On and Off ... 77

5.4 Call Pickup ... 78

5.5 Customer Originated Trace ... 79

5.5.1 Verify Assigned Feature Access Codes ... 79

5.6 Directed Call Pickup ... 79

5.6.1 Pick Up a Call at an Extension of Your Call Pickup Group ... 79

5.7 Directed Call Pickup with Barge-in ... 80

5.7.1 View the Status of the Warning Tone ... 80

5.8 Diversion Inhibitor ... 81

5.9 Flash Call Hold ... 81

5.10 Call Transfer ... 82

5.11 Three-Way Call ... 83

5.12 N-Way Call ... 83

5.13 Music/Video On Hold ... 84

5.13.1 Turn Music/Video On Hold On and Off ... 84

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5.14 Charge Number ... 85

5.15 Hoteling Host ... 85

5.16 Hoteling Guest ... 86

5.17 Instant Messaging and Presence ... 88

5.18 Mobile Extension to Extension Dialing... 88

5.19 Push to Talk ... 89

5.19.1 Configure Push to Talk Options ... 89

5.19.2 Allow Push to Talk Calls From Selected Users ... 90

5.20 Physical Location ... 91

5.21 Remote Office ... 91

5.22 Shared Call Appearance ... 92

5.22.1 Query the Alternate Locations Assigned to You ... 93

5.23 Video Add-On ... 94

5.23.1 Turn Video Add-On On and Off ... 94

5.23.2 Set the Maximum Originating Call Delay... 95

6 Calling Plans ... 96

6.1 Access Calling Plans Menu ... 96

6.2 Incoming Calling Plan ... 96

6.3 Outgoing Calling Plan ... 97

6.3.1 Display Outgoing Calls You Can Place ... 98

6.3.2 Display the Outgoing Calls You Can Forward ... 99

6.3.3 Display the Outgoing Calls You Can Forward or Transfer ... 100

6.3.4 Display Your Permission to be Forwarded or Transferred ... 102

6.4 Outgoing Digit Plan ... 102

6.4.1 Display Special Calls You Can Make ... 103

6.4.2 Display Special Calls You Can Forward or Transfer ... 103

7 Client Applications ... 104

7.1 Access Client Applications Menu ... 105

7.2 Busy Lamp Field ... 105

7.3 CommPilot Call Manager ... 106

7.4 Client Call Control ... 106

7.5 Outlook Integration ... 107

7.6 Phone Status Monitoring ... 107

7.7 BroadWorks Agent ... 109

7.8 BroadWorks Supervisor ... 109

7.9 BroadWorks Assistant – Enterprise ... 110

7.10 BroadWorks Receptionist ... 110

7.11 Client License ... 111

8 Messaging ... 111

8.1.1 Access Messaging Menu ... 112

8.2 Aliases ... 112

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8.2.1 View or Delete Your Aliases ... 112

8.2.2 Add an Alias ... 113

8.3 Distribution Lists ... 113

8.3.1 Create a Distribution List ... 114

8.3.2 Add or Delete a Distribution List Entry ... 115

8.4 Greetings ... 116

8.4.1 To Set the Busy Greeting: ... 116

8.4.2 To Set the No Answer Greeting: ... 117

8.5 Voice Portal ... 117

8.5.1 Upload a Recorded Personalized Name ... 117

8.6 Voice Management ... 118

8.6.1 Activate and Set Up Voice Messaging ... 118

8.6.2 Configure Advanced Settings for Voice Management ... 120

8.7 Third-Party MWI Control ... 121

8.7.1 Use Third-Party MWI Control ... 121

8.8 Third-Party Voice Mail Support ... 121

8.8.1 Configure a Third-Party Voice Mail System ... 122

8.9 Voice Portal Calling ... 122

8.9.1 Turn Voice Portal Calling On or Off ... 123

9 Service Scripts ... 124

9.1 Access Service Scripts Menu ... 124

9.2 Configuration ... 124

9.2.1 Enable or Disable CPL Scripts ... 124

9.3 Load ... 125

9.3.1 Load a CPL Script ... 125

9.4 Logs ... 126

9.4.1 View and Clear the CPL Log ... 126

10 Utilities ... 127

10.1 Access Utilities Menu ... 127

10.2 Authentication ... 127

10.2.1 Set Your New Password ... 128

10.3 Feature Access Codes ... 128

10.3.1 View Your Feature Access Codes ... 128

10.4 Group Directory ... 132

10.4.1 View the Group Directory ... 133

10.4.2 View or Print a Summary of the Group Directory ... 134

10.4.3 View or Print a Phone List ... 135

10.5 Enterprise Directory ... 135

10.5.1 View the Enterprise Directory ... 136

10.5.2 View or Print a Summary of the Enterprise Directory ... 137

10.5.3 View or Print a Phone List ... 138

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10.6 Intercept User ... 138 10.6.1 View Intercept User Status ... 139

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1 About This Guide

The BroadW orks Application Server User Web Interface Administration Guide is designed to assist users with all CommPilot Personal web portal functions for the BroadW orks Applications Server. The web portal enables users to self-configure and manage group and personal features in real-time. Detailed instructions for each CommPilot Personal function and page can be found both in this guide and in the online help, available from the Help link on each web page.

2 Profile

Use the User – Profile menu page to manage your personal profile data. Once you’ve logged into the system, the User – Profile page appears, which is the user’s Home page. At any time you can click Home to return to your Home page.

Figure 1 User – Profile Basic menu

The User – Profile – Basic menu displays the items that all users can use including:

o Profile o Addresses o Passwords o Time Schedule Advanced services

This menu displays the menu items that users can use only if such functions have been assigned to them:

o Privacy

2.1 Access Profile Menu

When you log in, the User – Profile menu page appears. This is your Home page. Click Home to access this page from any other page in CommPilot Personal web interface or click Profile in the Options list.

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2.2 Profile

Use this menu item on the User – Profile menu page to modify your personal

information. Information marked with an asterisk is required. You cannot edit read-only information.

Figure 1 User – Profile

1) On the User – Profile menu page, click Profile. The User – Profile page appears.

2) On the Profile page, position your mouse pointer in the text box to edit and click. Required data are indicated with an asterisk (*). Other data are optional, but recommended.

3) Press DELETE on your keyboard to empty the field of its contents, or simply begin typing to enter new information.

Input Box Name

Required? Instructions Example

Service Provider ID

(Read only) Service provider for your group. SP01 Group (Read only) Name of the group to which you belong. GP01

User ID (Read only) Your login ID. Joe123

Last Name Yes Your last name. Smith

First Name Yes Your first name. Joe

Calling Line ID Last Name

(Read only) Last name that appears on caller ID. Smith Calling Line ID

First Name

(Read only) First name that appears on caller ID. Joe Calling Line ID

Phone Number*

(Read only) Optional

Phone number that appears on caller ID. If the system administrator has enabled the Configurable Calling Line ID (CLID) for Emergency Calls, this number appears for emergency calls (for example, 911). If this number does not appear, the Group CLID appears for emergency calls.

3015551000

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Department (Read only) Your department. Finance

Language Yes The language of your interface. English

Time Zone Yes A drop-down list of time zones. (GMT-05:00) – US

Indiana Additional Information Area

Title No Your title. Marketing Director

Pager No Your complete pager number. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long-distance number within the U.S.

4105558888

Mobile No Your complete mobile phone number. If this number is not

one assigned to the group, type the complete number: +<country code> <national

number>. For example, “+1” must precede a long-distance number within the U.S.

4105559999

Yahoo ID No Your Instant Messaging Yahoo ID. Chatsalot88

E-mail No Your valid e-mail address in the format of [email protected].

[email protected] Location No Your specific location (for example floor

number or cubicle number).

12th Floor Address No Your street address; this is likely the

company address. There are two lines for information such as a suite or office number.

123 Main Street Suite 701

City No Your city name. Baltimore

State/Province No A drop-down list of states and Canadian provinces.

MD Zip/Postal

Code

No Your zip or postal code. 20877

Country No Your country. United States

NOTE: The Calling Line ID Phone Number does not appear on the web page if your administrator did not configure this item using the command line interface (CLI).

4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page.

To exit without saving, select another page or click Cancel to display the previous page.

2.3 Addresses

Use this menu item on the User – Profile menu to view your phone numbers and other identities that are used to make and receive calls.

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Figure 3 User – Addresses

Figure 4 User – Addresses (CMS)

1) On the User – Profile menu page, click Addresses. The User – Addresses page appears.

The following table explains the items on this page:

Input Box Name Required? Instructions Example Phone Number (Read-

only)

Your phone number. 3015551000

Extension (Read-

only)

Your extension. 1234

Aliases (Read-

only)

Up to three valid aliases to be used

for URL dialing and other services.

[email protected] Or

sip:

[email protected] Identity/Device Profile Area (not available in CMS)

Identity/Device Profile

Name

(Read- only)

Assigned IP phone. SipPhone2

Line/Port (Read-

only)

Assigned line or port for your IP phone.

3015551000 Or

[email protected]

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Set Up Identity Area (CMS only)

Sip (Read-

only)

Assigned line identity for your phone.

[email protected]

Contact sip (Read-

only)

The statically registered contact sip, for devices capable of static registration.

<sip:3331111653@

192.168.8.80:5060;

user=phone;transpo rt=udp>

2) To display the previous page, click OK. The User – Profile menu page appears.

2.4 Passwords

Use this menu item on the User – Profile menu page to reset your password.

Figure 5 User – Passwords

2.4.1 Reset Your Password

Use this procedure to reset your web access or voice portal password.

1) On the User – Profile menu page, click Passwords. The User – Passwords page appears.

2) Click the button to indicate which password you are changing. To change the password that gets you into BroadW orks, click Set web access password. To change the password for your voice messaging options, click Set voice portal password.

3) Type your current password. Type the password exactly as you do when logging into the system, including capitalization. The password does not appear as you type on the keyboard; * appears for each character typed, for example, ******.

4) Type the new password. Enter the password exactly as you do when logging into the system, including capitalization. W eb access passwords are alphanumeric combinations that must begin with a character. Voice portal passwords are numeric characters only. The password does not appear as you type on the keyboard; * appears for each character typed, for example ******.

5) Type the new password again. Re-type the new password exactly as it was typed the first time, including capitalization.

To exit without saving, select another page or click Cancel to display the previous page.

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2.5 Time Schedule

Use this menu item on the User – Profile menu page to:

Add a Schedule

Modify or Delete a Time Schedule

The User – Time Schedule page is a list page that contains an advanced search. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

Figure 6 User – Time Schedule 2.5.1 Add a Schedule

Use this procedure to add a personal schedule. Personal schedules effect the following service configurations: Selective Call Forwarding, Selective Call Rejection, Selective Call Acceptance, and Priority Alert.

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Figure 7 Time Schedule – Time Schedule Add

1) On the User – Profile menu page, click Time Schedule. The User – Time Schedule page appears.

2) Click Add. The User – Time Schedule Add page appears. The time schedule is composed of call entries that include the day of the week, the start time, the end day, and the end time.

3) Type the name of the schedule in the Time Schedule Name text box.

4) From the Start Day drop-down list, select the day to start the entry.

5) Type the start time, and select “AM” or “PM” from the drop-down list (if required by the time format).

6) From the End Day drop-down box, select the end day of the entry.

7) Type the end time, and select “AM” or “PM” from the drop-down list (if required by the time format).

8) Repeat steps 3 through 6 for each entry to add to the schedule.

9) To save your changes and display the previous page, click OK.

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2.5.2 Modify or Delete a Time Schedule

Use this procedure to modify or delete a time schedule entry.

Figure 8 Time Schedule – Time Schedule Modify

1) On the User – Profile menu page, click Time Schedule. The User – Time Schedule page appears.

2) Click Edit in the row for the entry. The User – Time Schedule Modify page appears.

3) To remove the time schedule click Delete. The entry is deleted and the User – Time Schedule page appears.

WARNING: This action cannot be undone. Once you click Delete, the schedule is permanently deleted.

4) To modify, change the information as required.

2.6 Privacy

2.6.1 Turn Privacy On and Off

Use this menu item on the User – Profile page to turn Privacy on or off.

By default all user names and numbers appear in Group and Enterprise directory listings.

These listings are accessible via the User – Utilities menu and the Call Manager

Group/Enterprise tab. The Profile – Privacy menu page allows you to eliminate your name from these directory listings. With privacy on, when another user does a directory listing, your name, and information will not appear. With privacy off, you name appears as usual.

NOTE: Turning Privacy on hides your name and number from other users in your own group/enterprise and from group administrators. It does not hide it in LDAP listings or Outlook listings, nor does it remove it from people’s personal directories.

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Figure 9 User – Privacy

1) On the User – Profile menu page, click Privacy from the Advanced menu. The User – Privacy page appears.

2) For Privacy, click “On”. To eliminate Privacy, click “Off”.

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3 Incoming Calls

Use the User – Incoming Calls menu page to manage incoming calls, for example, call forwarding or screening your calls.

Figure 10 User – Incoming Calls

The list of menu items below includes all existing functions and services, although you may not see all of them on your User −Incoming Calls menu page. Your User – Incoming Calls page displays menu items that you can use only if such items have been assigned to them. Contact your system administrator to have additional functions or services assigned to you.

The User – Incoming Calls menu page contains these menu items:

Basic menu

This menu displays menu items that all users can use:

− Anonymous Call Rejection

− Calling Line ID Blocking Override

− Calling Name Retrieval

− Call Forwarding Always

− Call Forwarding Busy

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− Call Forwarding No Answer

− Call Notify

− Do Not Disturb

− External Calling Line ID Delivery

− Internal Calling Line ID Delivery Advanced services

This menu displays the menu items that users can use only if such functions have been assigned to them:

− Automatic Hold Retrieve

− Alternate Numbers

− Call Centers

− Call Forwarding Selective

− CommPilot Express

− Custom Ringback User

− Priority Alert

− Selective Acceptance

− Selective Rejection

− Sequential Ringing

− Series Completion

− Simultaneous Ringing

3.1 Access Incoming Calls Menu

To access the User – Incoming Calls menu page, click Incoming Calls in the Options list.

3.2 Anonymous Call Rejection

3.2.1 Turn Anonymous Call Rejection On and Off

Use this menu item on the User – Incoming Calls page to turn Anonymous Call Rejection on and off. The Anonymous Call Rejection service allows you to reject calls from callers who have blocked the identification of their phone numbers.

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Figure 11 Incoming Calls – Anonymous Call Rejection

1) On the User – Incoming Calls menu page, click Anonymous Rejection. The User – Anonymous Call Rejection page appears.

2) For Anonymous Call Rejection, click “On”. To turn it off, click “Off”. When on, Anonymous Rejection rejects calls from callers who have chosen to block the identification of their phone numbers. The caller hears a message notifying that his/her call is being rejected.

3.3 Calling Line ID Blocking Override

3.3.1 Turn Calling Line ID Blocking Override On and Off

Use this menu item on the User – Incoming Calls page to turn Calling Line ID Blocking Override on or off. The Calling Line ID Blocking Override service allows you to view the calling line ID of callers, including those who have blocked their IDs.

Figure 12 Incoming Calls – Calling Line ID Blocking Override

1) On the User – Incoming Calls menu page, click Calling Line ID Blocking Override. The User – Calling Line ID Blocking Override page appears.

2) To turn Calling Line ID Blocking Override on, click “On”. To turn it off, click “Off”.

To exit without saving, select another page or click Cancel to display the previous page.

NOTE: You must also have Calling Line ID Delivery assigned to display blocked calling line IDs.

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3.4 Calling Name Retrieval

3.4.1 Turn Calling Name Retrieval On and Off

Use this menu item on the User – Incoming Calls page to turn Calling Name Retrieval on and off. The Calling Name Retrieval service allows you to retrieve the names of callers from the network.

Figure 13 Incoming Calls – Calling Name Retrieval

1) On the User – Incoming Calls menu page, click, Calling Name Retrieval. The User – Calling Name Retrieval page appears.

2) To enable Calling Name Retrieval, click “On”. To Disable it, click “Off”.

4) To exit without saving, select another page or click Cancel to display the previous page.

If any of the following services are configured, Call Name Retrieval does not retrieve the caller’s information:

Anonymous Call Rejection Call Forwarding Busy Call Forwarding Always Call Forwarding Selective Do Not Disturb

Selective Call Acceptance Selective Call Rejection Incoming Plan

Lawful Intercept Terminator Service Intercept User Service

CPL Service

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3.5 Call Forwarding Always

3.5.1 Turn Call Forwarding Always On and Off

Use this menu item on the User – Incoming Calls page to turn Call Forwarding Always on and off. The Call Forwarding Always service allows you to redirect all your calls to another number or SIP-URL.

NOTE: You can access this page by clicking the CFA link on your CommPilot Call Manager page. When the CFA is activated, this service is on. When it is not activated, it is off. As well, you can access Call Forwarding Always from the Voice Portal service.

Figure 14 Incoming Calls – Call Forwarding Always

1) On the User – Incoming Calls menu page, click Call Forwarding Always. The User – Call Forwarding Always page appears.

2) To enable Call Forwarding Always, click “On”. To disable it, click “Off”.

3) Type the number or SIP-URI address to forward your calls to in the Calls Forward to text box (dashes, parentheses, or spaces are not necessary). If this number is not one assigned to the group, type the complete number: +<country code> <national number>.

For example, “+1” must precede long distance calls within the U.S. This is required information when the service is on. The text box must be populated with a valid phone number.

NOTE: You can enter feature access codes and speed codes in addition to phone numbers and extensions with this service.

4) To cause a short ring burst to be played at your office phone when a call is forwarded, check Play Ring Reminder when a call is forwarded.

5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page.

NOTE: You can modify this information at any time. Remember to save your changes.

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3.6 Call Forwarding Busy

3.6.1 Turn Call Forwarding Busy On and Off

Use this menu item on the User – Incoming Calls page to turn Call Forwarding Busy on and off. The Call Forwarding Busy service allows you to redirect your calls to another number or SIP-URI when you are engaged in a call.

Figure 15 Incoming Calls – Call Forwarding Busy

1) On the User – Incoming Calls menu page, click Call Forwarding Busy. The User – Call Forwarding Busy page appears.

2) To enable Call Forwarding Busy, click “On”. To disable it, click “Off”.

3) Type the number or SIP-URI to forward your calls to in the Calls Forward to text box (dashes, parentheses, or spaces are not necessary). If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example,

“+1” must precede long distance calls within the U.S. This is required information when the service is on. The text box must be populated with a valid phone number.

3.7 Call Forwarding No Answer

3.7.1 Turn Call Forwarding No Answer On and Off

Use this menu item on the User – Incoming Calls page to turn Call Forwarding No Answer on and off. The Call Forwarding No Answer service allows you to redirect your calls to another number or SIP-URI when you do not answer after a certain number of rings.

NOTE: Other services, such as Messaging, share this setting and if it is changed in one service, that change affects all other services.

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Figure 16 Incoming Calls – Call Forwarding No Answer

1) On the User – Incoming Calls menu page, click Call Forwarding No Answer. The User – Call Forwarding No Answer page appears.

2) To enable Call Forwarding No Answer, click “On”. To disable it, click “Off”

3) Type the number or SIP-URI address to forward your calls to in the Calls Forward to text box (dashes, parentheses, or spaces are not necessary). If this number is not one assigned to the group, type the complete number: +<country code> <national number>.

For example, “+1” must precede long distance calls within the U.S. This is required information when the service is on. The text box must be populated with a valid phone number.

4) Click the button that indicates the number of rings before forwarding.

3.8 Call Notify

Use this menu item on the User – Incoming Calls page to:

Activate or Deactivate a Call Notify Entry Add a Call Notify Entry

Modify or Delete a Call Notify Entry

The Call Notify service allows you to receive an e-mail notification when you receive a call.

3.8.1 Activate or Deactivate a Call Notify Entry

Use this procedure to activate or deactivate an existing Call Notify entry. The entry specifies the e-mail where a message is to be sent to notify you of an incoming call during a specific time schedule when it is activated. No notification is sent to an entry that is deactivated.

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Figure 17 Incoming Calls – Call Notify

1) On the User – Incoming Calls menu page, click Call Notify. The User – Call Notify page appears.

2) Check the Active check box beside the selection to activate. To deactivate this selection, uncheck the Active check box.

NOTE: The Call Notify service is dependent on the Calling Line ID (external and internal) services. If Calling Line ID is not enabled, the caller’s name and number are not included in the Call Notify e-mail.

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3.8.2 Add a Call Notify Entry

Use this procedure to add an e-mail address where you want to receive notification of an incoming call.

Figure 18 Call Notify – Call Notify Add

1) On the User – Incoming Calls menu page, click Call Notify. The User – Call Notify page appears.

2) Type the e-mail address to send the notification to in the Send e-mail to text box.

3) Click Apply to save your changes.

4) Click Add. The User – Call Notify Add page appears.

5) In the * Description text, type a description of the phone numbers in this selection.

6) Select the time schedule to use this service from the drop-down list.

NOTE: Define your time schedules on the User - Time Schedule page.

7) To have notifications of calls from any phone number sent, select Any phone number.

8) To receive notifications of calls from a defined telephone number, select Following phone numbers. You can select “Any private number” or “Any unavailable number”.

Click your cursor in the text box and type the complete number to trigger the service. If this number is not one assigned to the group, type the complete number: +<country code>

<national number>. For example, “+1” must precede long distance numbers within the U.S. You can enter up to 12 numbers for this service.

You can use wild cards. The “?” is a wild card that can replace a single digit anywhere in a digit string. A trailing “*” represents a digit string and can only appear at the end of a string containing digits and “?” wild cards. For example, 45055512?4, 450555??34, and

4505?5*, are all valid call entries.

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3.8.3 Modify or Delete a Call Notify Entry

Use this procedure to modify or delete a Call Notify entry.

Figure 19 Call Notify – Call Notify Modify

1) On the User – Incoming Calls menu page, click Call Notify. The User – Call Notify page appears.

2) Click Edit in the row for the entry. The User – Call Notify Modify page appears.

3) To remove an entry, click Delete. The entry is deleted and the User – Call Notify page appears.

WARNING: This action cannot be undone. Once you click Delete, the instance is permanently deleted.

3.9 Do Not Disturb

3.9.1 Turn Do Not Disturb On and Off

Use this menu item on the User – Incoming Calls page to turn Do Not Disturb on and off. The Do Not Disturb service allows you to block your incoming calls.

NOTE: You can access this screen by clicking the DND link on the CommPilot Call Manager page. When the button to the left of the DND link on the CommPilot Call Manager is activated, this service is on. When it is not activated, it is off.

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Figure 20 Incoming Calls – Do Not Disturb

1) On the User – Incoming Calls menu page, click Do Not Disturb. The User – Do Not Disturb page appears.

2) To activate Do Not Disturb, click "On”. To deactivate it, click “Off”.

3) To hear a ring when calls come in when Do Not Disturb is on, check the Play Ring

Reminder when a call is blocked check box. A ring reminder is played if this service blocks a call while this check box is checked. To disengage the ring reminder, uncheck the Play Ring Reminder when a call is blocked check box.

3.10 External Calling Line ID Delivery

3.10.1 Turn External Calling Line ID Delivery On and Off

Use this menu item on the User – Incoming Calls page to turn External Calling Line ID Delivery on and off. The External Calling Line ID Delivery service allows you to view the caller

identification of a caller from an external group.

Figure 21 Incoming Calls – External Calling Line ID Delivery

1) On the User – Incoming Calls menu page, click External Calling Line ID Delivery. The User – External Calling Line ID Delivery page appears.

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2) To enable External Calling Line ID Delivery, click "On”. To disable it, click “Off”.

3.11 Internal Calling Line ID Delivery

3.11.1 Turn Internal Calling Line ID Delivery

Use this menu item on the User – Incoming Calls page to turn Internal Calling Line ID Deliver on and off. The Internal Calling Line ID Delivery service allows you to view the caller

identification of a caller from within your group.

Figure 22 Incoming Calls – Internal Calling Line ID Delivery

1) On the User – Incoming Calls menu page, click Internal Calling Line ID Delivery. The User – Internal Calling Line ID Delivery page appears.

2) To enable Internal Calling Line ID Delivery, click “On”. To disable it, click “Off”.

3.12 Alternate Numbers (Distinctive Ring)

Turn Distinctive Ring Feature On and Off Select Distinctive Ring Pattern

The Alternate Numbers service allows you to have up to ten alternate phone numbers or extensions assigned, in addition to your main phone number. You can be reached through any of the phone numbers. The first number is the main or primary phone number, while the additional ten numbers are your alternate or secondary phone numbers. Each alternate phone number can be a direct inward dialing number (DID) or an Extension.

For each alternate number, you can associate one of the four ring patterns. All calls to the main number result in the normal ring pattern. Calls to the alternate numbers result in a distinctive ring pattern that corresponds to the number that was used.

If you are busy (and Call Waiting is enabled), an incoming call to the main number results in the usual call waiting tone, while an incoming call to any of the alternate numbers results in a distinctive call waiting tone.

When calls are placed to one of the alternate numbers using the CommPilot Call Manager, the alternate phone number in addition to the caller’s main number appear.

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You can select whether or not a distinctive ring should be provided when a call arrives on an alternate number, or whether the normal ring (pattern 1) should always be used. You can assign one of four ring patterns to an alternate number. The support for a distinctive ring pattern depends on the capability of a user’s device. If the device does not support a distinctive ring pattern, then the normal ring pattern is applied.

NOTE: When someone calls into your CommPilot Call Manager, the originating number displays AS WELL AS, and (Alternate #) is displayed in parentheses.

3.12.1 Turn Distinctive Ring Feature On and Off

Use this procedure to enable or disable a distinctive ring for incoming calls on the alternate numbers displayed on this page.

Figure 23 Incoming Calls – Alternate Numbers

1) On the User – Incoming Calls menu page, click Alternate Numbers. The User – Alternate Numbers page appears.

2) To enable Distinctive Ring, click “On”. To disable it, click “Off”.

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3.12.2 Select Distinctive Ring Pattern

Use this procedure to assign a distinctive ring pattern for each number.

Figure 24 Incoming Calls – Alternate Numbers

1) On the User – Incoming Calls menu page, click Alternate Numbers. The User – Alternate Numbers page appears.

2) From the Ring Pattern drop-down list, select the ring pattern for the number you want to define. You can select from the following four ring patterns:

− Normal

− Long-Long

− Short-Short-Long

− Short-Long-Short

NOTE: There are different Call Waiting ring patterns associated with each of the four Alternate Number ring patterns. If the user has the Call Waiting feature assigned and enabled, the Call Waiting ring pattern is based on the Alternate Number ring pattern selected.

3.13 Call Centers

The Call Centers menu appears only if the group you are a member of has been assigned this service by your service provider.

Use this menu item on the User – Incoming Calls page to indicate your call center availability.

The Call Centers service allows you to signal whether you are available or unavailable to take calls from your call centers.

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3.13.1 Indicate Your Call Center Availability

Use this procedure to indicate whether you are available to your Call Center to receive calls.

Figure 25 Incoming Calls – Call Centers

1) On the User – Incoming Calls menu page, click Call Centers. The User – Call Centers page appears.

The User – Call Centers page displays the items described below.

Item Description

Call Center ID Name or number of the Call Center assigned by the administrator.

Phone Number Phone number assigned to the Call Center.

Extension Extension associated with your Call Center phone.

2) Check the Available check box to indicate that you are available to receive calls in your Call Center group. Uncheck the Available check box to indicate that you are unavailable to receive calls in your Call Center group.

3.14 Call Forwarding Selective

The Call Forwarding Selective service allows you to forward incoming calls with criteria that you set (a call entry) to a default phone number, SIP-URI address, or to another number of your choice.

NOTE: The criteria for each Call Forwarding Selective call entry can be a list of up to 12 caller phone numbers or digit patterns, or SIP-URI addresses, and a specified time schedule during which the service is active. All criteria for a call entry must be satisfied for the call to enter Call Forwarding Selective (phone number and day of week and time of day). Otherwise, the call does not activate the service.

NOTE 2: You can enter feature access codes and speed codes in addition to phone numbers and extensions with this service.

Use the following procedures to configure the Call Forwarding Selective service and manage call entries.

Set the Default Forwarding Number Add a Call Forwarding Selective Call Entry Modify or Delete a Call Forwarding Selective Entry

View, Activate, Deactivate Call Forwarding Selective Call Entries

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3.15 Set the Default Forwarding Number

Use this procedure to set the default forwarding number or SIP-URI address.

Figure 26 Incoming Calls − Call Forwarding Selective

1) On the User – Incoming Calls menu page, click Call Forwarding Selective. The User – Call Forwarding Selective page appears.

2) In the *Default Calls Forward to phone number/SIP-URI text box, type the phone number or SIP-URI address that you want to be your default forwarding number. This is required information.

3) To associate a sound (a short burst of rings) with the delivery of forwarded calls, click to select Play Ring Reminder when a call is forwarded.

4) All calls you specify go to the default number or SIP-URI address unless you specify a different forwarding number or SIP-URI address. To specify a different forwarding number or SIP-URI address, see section 3.15.1 Add a Call Forwarding Selective Call Entry. You can enter feature access codes and speed codes in addition to phone numbers and extensions with this service.

5) To add an entry to specify criteria for callers whose numbers you want forwarded, see section 3.15.1 Add a Call Forwarding Selective Call Entry.

3.15.1 Add a Call Forwarding Selective Call Entry

Use this procedure to specify an alternate forwarding number or SIP-URI address and to add a Call Forwarding Selective entry.

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Figure 27 Call Forwarding Selective – Call Forwarding Selective Add

2) Click Add. The User – Call Forwarding Selective Add page appears.

3) In the *Description text box, type a name for the entry you are adding.

4) Choose the Use Default Forward phone number/SIP-URI or Forward to another phone number/SIP-URI option. Type in the number or SIP-URI address you want to use as your forwarding number or SIP-URI address if you choose the second option.

5) From the Selected Time Schedule drop-down list, choose a time period during which you want calls forwarded to the specified callers.

NOTE: Define your time schedules on the User – Profile −Time Schedule page. If you have not set any time schedules, your choices are “Every Day All Day” and any group time schedules that your group administrator has set.

6) To have calls from any phone number forwarded to the number or SIP-URI address you specified and at the time you specified, select Any phone number.

7) To receive notifications of calls from a defined telephone number, select Following phone numbers. You can select “Any private number” or “Any unavailable number”.

Enter these phone numbers in the Specific phone numbers text boxes. If a number is not one assigned to the group, type the complete number: <country code> <national

number>. You can enter up to 12 numbers for this service.

You can use wild cards. The “?” is a wild card that can replace a single digit anywhere in a digit string. A trailing “*” represents a digit string and can only appear at the end of a string containing digits and “?” wild cards. For example, 45055512?4, 450555??34, and

4505?5*, are all valid call entries.

You can enter only one number if you want. Entering information in these text boxes clears the Any phone number check box. You can add more numbers by creating another entry with the same forwarding number.

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8) To save your changes and display the previous page, click OK.

To modify criteria in an entry, see section 3.15.2 Modify or Delete a Call Forwarding Selective Entry.

3.15.2 Modify or Delete a Call Forwarding Selective Entry

Use this procedure to modify or delete a Call Forwarding Selective entry.

Figure 28 Call Forwarding Selective – Call Forwarding Selective Modify

2) Click Edit on the right of the row for the entry. The User – Call Forwarding Selective Modify page appears.

3) To remove and entry, click Delete. The entry is deleted and the User – Call Forwarding Selective screen appears.

NOTE: Highlight the text box you wish to change and type over the highlighted entry. Do not use the Delete button on the page to clear a box. The Delete button permanently deletes all information for the entry on the page.

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3.15.3 View, Activate, Deactivate Call Forwarding Selective Call Entries

Use this procedure to view all call entries and activate and deactivate one or more call entries.

Figure 29 Incoming Calls − Call Forwarding Selective (View)

2) To view the call entries you have configured, look at the call entries at the bottom of the page. Call entries you have configured are automatically active.

− To see all details of an entry, click on Edit. The Call Forwarding Selective Modify page appears with the selected entry criteria displayed.

− Click OK to return to the Call Forward Selective page.

3) To activate an entry on the Call Forward Selective page, click on the Active check box to select it.

4) To deactivate an entry on the Call Forward Selective page, click on the Active check box to deselect it.

3.16 CommPilot Express

Use this menu item on the User – Incoming Calls page to configure profiles for incoming calls.

The CommPilot Express service allows you to select your CommPilot Express profile and configure the handling of your incoming calls.

3.16.1 Configure Profiles for Incoming Calls

Use this procedure to configure CommPilot Express profiles for incoming calls.

1) On the User – Incoming Calls menu page, click CommPilot Express. The User – CommPilot Express page appears.

2) From the Current Profile drop-down list, select your current status. The default status is

“None”.

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For the Available – In the Office Profile

Figure 30 Incoming Calls – CommPilot Express (Available – In the Office)

3) If you want your calls to ring at a phone or SIP-URI address in addition to your primary phone, type an alternative phone number (not extension) or SIP-URI where you can be reached in the Also ring this phone number /SIP-URI text box. When you receive a call, your phone rings and so does the other phone number or SIP-URI address that you provide for this option. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S.

4) To have Voice Messaging take the call when your line is busy, click the button beside this option.

Or,

To forward these calls, click the Forward to this Phone Number/SIP-URI button and type the phone number or SIP-URI address.

5) To have Voice Messaging take the call when there is no answer, click the button beside this option.

Or,

To forward calls when there is no answer, click the Forward to this Phone Number/SIP- URI button, and type the phone number or SIP-URI address.

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For the Available - Out of the office profile:

Figure 31 Incoming Calls – CommPilot Express (Available – Out of the Office) 1) To have Voice Messaging take incoming calls, click the button beside this option.

Or,

To forward calls these calls, click the Forward to this Phone Number/SIP-URI button and type the phone number or SIP-URI address. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1”

must precede a long distance number within the U.S.

2) Check the Also E-mail me when a call comes in at check box, if you would like a short e- mail message sent to you when a message arrives, and then complete the E-mail Address text box.

For the Busy Profile

Figure 32 Incoming Calls – CommPilot Express (Busy)

1) To specify up to three numbers to bypass the Busy setup, check the Send all calls to Voice Messaging except calls from these Phone numbers check box and type the phone numbers from the calls to forward. This option allows you to screen your calls, allowing just a few selected ones to come through. Otherwise, when your status is Busy, all incoming calls are forwarded to your voice mail. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1”

must precede long distance numbers within the U.S.

2) Type the phone number or SIP-URI address where these calls can be answered in the text box called which will be forward to this phone number/SIP-URI. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S.

3) If you want an e-mail notification, check the Also E-mail me a notification when a Voice Message is received to check box. Complete the E-mail Address text box.

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For the Unavailable profile:

Figure 33 Incoming Calls – CommPilot Express (Unavailable)

1) To specify up to three numbers to bypass the Unavailable setup, check the Send all calls to Voice Messaging except calls from these Phone numbers check box and type the phone numbers from the calls to forward. This option allows you to screen your calls, allowing just a few selected ones to come through. Otherwise, when your status is Unavailable all incoming calls are forwarded to your voice mail. If this number is not one assigned to the group, type the complete number: +<country code> <national number>.

For example, “+1” must precede long distance numbers within the U.S.

2) Type the phone number or SIP-URI address where these calls can be answered in the text box called which will be forward to this phone number/SIP-URI. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S.

3) Click the button to select the greeting you want callers to hear.

3.17 Custom Ringback User

A ringback is the ringing heard by the calling party when they have dialed a number but it has not yet been answered by the called party. Custom ringback tones are customizable clips of recorded music, video, or other personalized audio content that you can substitute for the default ringback. When someone calls you, instead of the default ringback, they hear the custom ringback you specified.

BroadWorks allows you to specify both a custom audio ringback and custom video ringback, at both the user and group level. What the caller hears or sees depends on the capabilities of their phone, and which custom ringbacks you have provided. It also depends on the date, time, and number criteria you have specified in the ringback profile.

For audio-only callers, the situation is straightforward. If you specify a custom audio ringback file at the user level, this is what they hear. Otherwise, they hear the custom audio ringback file that has been specified for the group. If no custom ringback has been specified at the user or group level, the system default ringback is heard.

For video-enabled callers, the “default” setting plays the custom audio file, if configured, with no accompanying video component. If no custom audio file is configured, the caller is played the video ringback file configured for the group.

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The following table summarizes the behavior:

Audio Ringback File

Video Ringback File

Video-Capable Caller Result

N N Audio ringback is used

Y Y Audio ringback is used

Y N Audio ringback is used

Y Video ringback is used

N Y N Custom Ringback (at user level) does not

apply

Y Video ringback is used

You can specify a different ringback tone for up to 12 phone numbers or digit patterns. Use this feature to play a different ringback for your manager, a family member, or a customer, for example. In addition to a number or digit pattern, you can specify time of day and day of week criteria as well.

The ringbacks, numbers, or digit patterns and time and day criteria are stored in profiles. For the custom ringback to apply, the incoming number must match all criteria in a profile. You can create as many ringback profiles as you like, activating and deactivating them as you see fit.

Figure 34 Incoming Calls – Custom Ringback User

On the User – Incoming Calls page, select Custom Ringback User from the Advanced Menu.

The User – Custom Ringback User page appears.

3.17.1 Add a Custom Ringback User

1) Select Add from the User – Custom Ringback User page. The Custom Ringback User Add page appears.

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Figure 35 Custom Ringback User – Custom Ringback User Add

2) In the *Description text box, enter a description for the Ringback User.

3) In the Selected Time Schedule drop-down list, select the time schedule.

4) For Audio Ringback and Video Ringback, select:

− “Default”, or

− “Personal Ringback File” to select your own file. Select Browse to search, and then add your file to the Load text box.

5) To play the ringback for all calls, select Any phone number.

6) To play the ringback for calls from a defined telephone number, select Following phone numbers. You can select “Any private number” or “Any unavailable number”.

Click your cursor in a text box and type the phone numbers (not extensions). If this number is not one assigned to the group, type the complete number: +<country code>

<national number>. For example, “+1” must precede a long distance number within the U.S. You can enter up to 12 numbers for this service.

7) You can use wild cards. The “?” is a wild card that can replace a single digit anywhere in a digit string. A trailing “*” represents a digit string and can only appear at the end of a string containing digits and “?” wild cards. For example, 45055512?4, 450555??34, and 4505?5*

are all valid call entries.

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3.17.2 Modify or Delete a Custom Ringback User Entry

Use this page to modify or delete a Custom Ringback User entry.

Figure 36 Custom Ringback User – Customer Ringback User Modify

1) On the User – Incoming Calls menu page, click Custom Ringback User. The User – Custom Ringback User page appears.

2) Click the Edit link next to the selection you want to modify or delete. The User – Custom Ringback User Modify page appears.

3) To remove an entry, click Delete. The entry is deleted and the User – Custom Ringback User page appears.

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3.18 Priority Alert

Activate or Deactivate a Priority Alert Add a Priority Alert

Modify or Delete a Priority Alert

The Priority Alert service allows you to assign a distinctive ring to certain selected incoming calls.

The table below provides an explanation of each priority alert:

Description Description of the instance of the priority alert.

Days Days assigned to the priority alert.

Hours Hours assigned to the priority alert.

Calls From Phone numbers assigned to the priority alert.

3.18.1 Activate or Deactivate a Priority Alert

Use this procedure to set or deactivate an existing priority alert.

Figure 37 Incoming Calls – Priority Alert

1) On the User – Incoming Calls menu page, click Priority Alert. The User – Priority Alert page appears.

2) Check the Active check box beside the selection to activate. If a check mark displays in the Active column, the corresponding priority alert is active. To deactivate an active priority alert, uncheck the check box.

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3.18.2 Add a Priority Alert

Use this procedure to add a new priority alert.

Figure 38 Priority Alert – Priority Alert Add

2) Click Add. The User – Priority Alert Add page appears.

3) In the * Description text box, type a description of the phone numbers assigned to this priority alert.

4) Select the time schedule to use this service from the drop-down list.

NOTE: Define your time schedules on the User - Time Schedule page.

5) When a call is received for this user, the Priority Alert service tags this call as external or group/enterprise.

− If the call is external:

To receive a distinctive ring for all calls outside of the company, check Any external phone number.

− If the call is group/enterprise:

When the call is a group call, the Priority Alert service always goes to the Following phone numbers even if it has not been selected.

6) To receive notifications of calls from a defined telephone number, enter the numbers in the Specific phone numbers text boxes. You can select “Any private number” or “Any

unavailable number”.

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Click your cursor in a text box and type the phone numbers to trigger Priority Alert (not extensions). If this number is not one assigned to the group, type the complete number:

+<country code> <national number>. For example, “+1” must precede a long distance number within the U.S. You can enter up to 12 numbers for this service.

You can use wild cards. The “?” is a wild card that can replace a single digit anywhere in a digit string. A trailing “*” represents a digit string and can only appear at the end of a string containing digits and “?” wild cards. For example, 45055512?4, 450555??34, and 4505?5*

are all valid call entries.

3.18.3 Modify or Delete a Priority Alert

Use this procedure to modify or delete an existing priority alert.

Figure 39 Priority Alert – Priority Alert Modify

2) Click the Edit link in the row for the entry. The User – Priority Alert Modify page appears.

3) To remove an entry, click Delete. The entry is deleted and the User – Priority Alert page appears.

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3.19 Selective Acceptance

Use this menu item on the User – Incoming Calls page to:

Activate or Deactivate a Selective Rejection Entry Add a Selective Acceptance Entry

Modify or Delete a Selective Acceptance Entry

The Selective Acceptance service allows you to screen calls by defining criteria for calls to accept.

Below is an explanation of each item on this page:

Description Description of the instance of the selected call type.

Time Schedule Time schedule assigned to the instance of the selected call type.

Calls from Phone numbers assigned to the instance of the selected call type.

3.19.1 Activate or Deactivate a Selective Acceptance Entry

Use this procedure to activate or deactivate a Selective Acceptance entry. Selective Acceptance allows you to accept only calls from selected numbers.

Figure 40 Incoming Calls – Selective Call Acceptance

1) On the User – Incoming Calls menu page, click Selective Acceptance. The User – Selective Call Acceptance page appears.

2) Check the Active check box beside the selection to activate. To deactivate a Selective Acceptance entry, uncheck the Active check box beside the selection to deactivate.