MightyCall Receptionist. Customers s Guide

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MightyCall Receptionist: Customers’s Guide

Document version: 5.2.857.0.rev.19012

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List of Figures

1.1. Subscribing to phone numbers ... 7

1.2. Uploading your media files ... 8

1.3. Creating new user account ... 10

1.4. Configuring call groups ... 11

1.5. Configuring existing user dialog ... 12

1.6. Billing window ... 14

1.7. Calls tab ... 16

1.8. Click Connect code generation ... 17

2.1. User profile configuring ... 18

2.2. Personal audiofiles ... 19

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List of Tables

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List of Examples

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Chapter 1. MightyCall Receptionist administration

Subscribing to phone numbers

Note

Only system administrator or user of specific instance marked as administrator in POA (Parallels Operation Automation) has an access to this part of

interface.

1. Go to Settings | Numbers tab.

Figure 1.1. Subscribing to phone numbers

2. Pick up local or toll free phone number. Select necessary region and state (or toll free number) from dropdown lists. If the phone number you would like to pick up must contain a word you can enter it in the field Vanity Search.

Note

If necessary you can click Get more numbers button to find other phone numbers.

3. Press Add number button. The selected number will be added on the Your Business

Phone numbers panel.

Note

● _{The quantity of phone numbers you can pick up depends on the number of}

pre-paid company public numbers. This quantity is displayed under the Your

Business Phone numbers panel. See MightyCall Receptionist Hoster Guide

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MightyCall Receptionist administration

● _{If you are logged with hoster's administrator privileges you can Remove any}

selected number. The appropriate button is dispalayed accross each phone number on the Your Business Phone numbers panel. So, you can change the selected numbers. If you are logged in as customer's administrator please contact your hoster to change the selected phone numbers.

Adding your own media files

To add media files go to Settings | Media tab.

In the bottom of the window select how you would like to add files. You can upload files from the computer, record via computer or record via phone. To upload files from the computer:

Figure 1.2. Uploading your media files

● _{Click Choose a file and select the necessary file on the computer. It must be .wav, .mp3}

or .wma file.

● _{Click Upload. You can playback the uploaded file.}

● _{To complete operation click Complete button. The file will be displayed on the My media}

files panel. Now you can use it, for example, in Receptionist Rules.

Configuring Receptionist

Receptionist allows to configure system behavior when receving an incoming call. You can configure greetings to be played to subscriber, menu and call routing rules. To adjust the Receptionist:

1. Go to Receptionist tab.

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Note

You can create an unlimited number of rules. Routing rules are picked one by one until the rule with matching conditions is found. If none matches, Default rule is used.

3. If necessary, enter Rule name. It's recommended to give informative names to the rules.

4. Configure When field. The rule can be applied to calls from any numbers or just from specified numbers. The list of phone numbers can also be defined on the Receptionist tab in Number-Based routing section. This section is available for all rules except for the Default one.

Note

In Number-Based routing section you can add phone numbers manually or import them from the text file.

5. Dials field allows to select external phone numbers for this rule. When an external subscriber calls to these numbers the rule is applied. Leave Any number if you will not use such Called ID routing.

6. at field enables to select if the rule will be applied at any time or just at business hours. You can configure the schedule at the same tab, Receptionist Business Hours section.

Note

If business hours node is specified, you must configure If call comes in the

other time section. The settings and actions in this section are similar with

corresponding opportunites of the main rule.

7. play - select audio file that will be played as a greeting. See Adding your own media files for more details.

8.

9. and then - select the necessary action. The following actions are available.

● _{Disconnect - disconnect a call,}

● _{Call group – route a call to a specific}_{calling group}_, ● _{Redirect to – route a call to specific telephony user,} ● _{Play audio – play specified audio prompt,}

● _{Leave voicemail to – route a call to a voicemail of specified user,} ● _{Forward to – route a call to an arbitrary phone number.}

● _{Enable voice menu – allows to enable voice menu.}

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digit with this option turned on, system waits for 5 seconds for a next digit. If second and more digits are dialed, system will consider this an extension number. If no sequential digits are entered after the first one, system will execute configured IVR action. You can configure any of 6 actions for each of dial pad buttons (these actions are described earlier). If caller doesn’t press any buttons during the playback of audio guide, system will execute an action, specified in On user timeout field.

Tip

To test your Receptionist click Test Receptionist button in the left top of the window. A test call to your business phone number will be initiated via Click Connect module.

Configuring the schedule

1. To setup timetable for routing rules, open Receptionist tab and expand Receptionist

Business Hours section.

2. There you can set working hours for your company and add holidays if necessary. This timetable will be used for automatic switching of system from working mode to afterhours mode.

3. You can also configure your time zone if necessary.

How to add users

To create new user account: 1. Go to Users tab.

2. In the left part of the interface click +Add new user button. 3. Configure properties of the account created.

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The following params are available:

● _{First Name and Last Name - user's first and last names.}

● _{Account Login - this login will be used to enter to MightyCall interface.}

● _{Email - this e-mail will be used to send notifications (for example, on voicemail}

received). After user account creation an welcome e-mail will be sent to this address. This email will also contain a link to set user account paasword.

Note

After user account creation account's password is generated randomly.

● _{Extension - phone number to transfer calls to this user.}

● _{Status - select user's current status. All calls to this user will be distributed according to}

rules configured for the selected state. User can change current status via his/her user interface.

● _{Role - Administrator and User roles are available. Administrator can manage other user}

accounts. See User interface chapter to learn more about user's possibilities.

● _{Forward to number - user's personal number to forward calls from extension. The}

number must be in form of international notation (for example, +1555555555).

Configuring call groups

1. You can set up calling groups on Users | Groups tab.

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2. Create or modify group, assigning it an extension number and users.

3. You can change calling mode for the group. There are two modes - phones of users can ring sequentially or simulteneously. In simulteneous mode the system will transfer a call to all users' phone numbers in group. The user who has picked up the phone first will be connected to the caller. In sequential mode the phones will be ringing according to the order in Users in this group list.

4. A user can enter several groups if necessary.

5. Groups can be dialed using assigned Extension number. Calls can be forwarded to groups based on Receptionist rules.

You can also specify no answer Timeout (in seconds). If there is no answer during this timeout Action on call missed is executed. The following actions are available:

● _{Disconnect - disconnect a call,}

● _{Redirect to – route a call to specific telephony user,} ● _{Play audio – play specified audio prompt,}

● _{Leave voicemail to – route a call to a voicemail of specified user,}

● _{Forward to – route a call to an arbitrary phone number. The number must be in form of}

international notation (for example, +1555555555).

Configuring existing user

Go to Users tab and select a user you want to modify.

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The following params are available:

● _{First Name and Last Name - user's first and last names.}

● _{Account Login - this login will be used to enter to MightyCall interface.}

● _{Email - this e-mail will be used to send notifications (for example, on voicemail}

received).

Note

After user account creation account's password is generated randomly. An welcome e-mail is also sent to this email address. This email contains a link to set user account paasword. To reset user's password click Reset

password link.

● _{Extension - phone number to transfer calls to this user.}

● _{Status - select user's current status. All calls to this user will be distributed according to}

rules configured for the selected state. User can change current status via his/her user interface.

● _{Role - Administrator and User roles are available. Administrator can manage other user}

accounts. See User interface chapter to learn more about user's possibilities.

● _{Forward to number - user's personal number to forward calls from extension. The}

number must be in form of international notation (for example, +1555555555).

If necessary, click Manage button to go into the user account. Top menu will change. See MightyCall Receptionist User's Guide for more details on these settings.

Outbound number format's management

To adjust phone number's format for outbound calls go to Settings tab and then select

Other tab. This format will be used, for example, when an employee forwards incoming

calls to his/her cell phone. The following parameters are available:

● _{Country code - specify country code,} ● _{Area code – enter area code (if exists),}

● _{International prefix – international prefix (if necessary),} ● _{Long distance prefix – long distance prefix (if necessary),}

● _{Minimal local number length – minimal length of phone number's local part,} ● _{Maximal local number length – maximum length of phone number's local part.}

Billing information

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Figure 1.6. Billing window

E-mail notification template configuring

E-mail notification template will be used for e-mail message which will be sent to an employee. You can adjust templates for e-mail notifications for the following cases:

● _{when the voicemail has been received,}

● _{when voicemail limit has been reached (limit for audiofiles storage),} ● _{when a user has been created.}

To adjust template go to Settings tab and then select Notifications tab. From the drop-down list select the necessary template. The following parameters are available for each template:

● _{Subject template - template of e-mail subject.}

● _{Message template - template of mail content. You may use embedded editor to adjust}

text display.

Click Preview email button to generate your email preview.

Note

The following variables are available (the most frequently used ones):

● _%StartTime%_{- date and time of the e-mail message;} ● _%Duration%_{- message duration;}

● _{%CallerAddress%}_{- caller ID (phone number);}

● _%CallerName%_{- name of the caller ('unknown' for external callers);} ● _{%CalledAddress%}_{- dialed number.}

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Template Template usage (when notification is sent)

Variable Variable usage

%Customer_WebUiUrl% Cusomer's web interface url %NewUser_DisplayName% Display name of

the user created %NewUser_Extension% Extension number of the user created %NewUser_LoginName% Customer's login name to MightyCall interface New user welcome

e-mail New useraccount was

created (inside a customer instance) %NewUser_Password% Customer's password to MightyCall interface %Customer_WebUiUrl% Cusomer's web

interface url

%CalledUserName% User's display

name Voicemail limit reached Voicemail

limit has been reached (limit for audiofiles storage) %CallerAddress% CallerID or CallerID Name of a caller whose voicemail can not be saved due to voicemail limit reached %Customer_WebUiUrl% Cusomer's web

interface url

%CalledUserName% User's display

name

%StartTime% Time when

voicemail has been received Voicemail received Voicemail has

been received %CallerAddress% CallerID or CallerID Name of a caller voicemail was received from

Table 1.1. Variables that can be used in e-mail notification templates

Administrator's Call Log

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Figure 1.7. Calls tab

1. To search for the necessary records you can use Search Calls field.

2. Period From and To fields to select the necessary period the data will be displayed for. 3. You can define the necessary call type to show records - Inbound, Outbound, Missed

and Connected Calls.

4. Click Export this call log link to export data to .csv file.

Adding Click Connect widget to web site

You can add Click Connect button to your web site. Your visitors will be able to call your company's phone number direct from the site page.

Important

These calls will be charged according your MightyCall service plan. To generate Click Connect code go to Click Connect tab and select the necessary

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Figure 1.8. Click Connect code generation

Administrator's voicemail

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Chapter 2. User Interface

Personal settings

● _{To adjust your personal profile settings click on your login name in the left top part of the}

window. From the drop-down list select Profile command.

● _{On Your Personal Profile tab set a phone number where calls coming to that specific}

user will be forwarded to.

Note

Phone number must be in form of international notation (for example, +1555555555).

Figure 2.1. User profile configuring

● _{Select your Time zone - it will be used when displaying call log and voicemail}

information.

● _{If necessary, you can change your personal information - such as Fisrt and Last names}

and email. This email address is used for any kind of system notifications (for example, when a new voicemail is received).

● _{You can change your account password from profile settings. To change password click}

on Change password link and enter current and new passwords.

Personal Receptionist

Personal receptionist allows to adjust call handling seetings and upload or record your personal greetings and messages.

1. Go to Receptionist tab.

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User Interface

Figure 2.2. Personal audiofiles

Tip

You can use .wav, .wma or .mp3 files. 8 kHz files are recommended for the best sound quality. To add your own audiofiles click Manage My Media

Files link. You can upload audiofiles from computer or make recordings via

computer or phone.

3. Define Send new Voicemail notifications via Email parameter - it allows to enable \disable voicemail notifications. When voicemail is received, e-mail message will be sent to user's mailbox.

4. Smart Call Settings section allows to enable\disable call screening and dial-by-name features. If call screening is enabled - when connecting to user, the system will speak the phone number or name of the caller. Dial-by-name feature provides a caller with an opportunity to reach a user by dialing his\her name instead of an extension number.

Switching DND mode

User can be switched to Do not disturb (DND) mode by pressing buttons on top of the page. You can adjust DND behavior on Personal profile | Rules tab.

Managing a voicemail

1. Go to the Voicemail tab.

2. Set filtering options for the voicemail list.

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User Interface

Managing call log

Figure 2.3. Managing call log

1. Go to the Calls tab.

2. Set filtering options for the call log list.

Call management

A user can manage calls via telephony interface. To manage call press ## sequentially during a conversation. There are two kinds of menus that allows a user to manage calls. The first one will be played if a user have not any calls on hold. It allows to dial new phone number. The current call will be placed on hold. The second will be played if a user has a call on another line. Call management keys are listed in the following tables.

Phone button Description

## Allows to dial a new phone number

Table 2.1. Single call menu

## Plays a menu with available options. All

the following keys must be entered after pressing ## key.

1 Complete call transfer. The call on the first

line will be transfered to the subscriber on the second line.

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User Interface

3 Disconnecting call on the second line

4 Return to the call on the first line

5 Return to the call on the second line

Table 2.2. A menu with a call on hold

Example 2.1. Call management - making a conference

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Chapter 3. User's FAQ

Customer's questions

1. What is MightyCall Receptionist?

MightyCall Receptionist is a virtual phone system that allows small business owners

to get a company phone number, train an automated receptionist to handle calls, connect team members using their existing phones and allow website visitors to “click to call” directly from their website.

2. Does MightyCall Receptionist affect my phone service?

No. MightyCall Receptionist is a system that is designed to enhance your existing phone service. Your cloud receptionist will only answer incoming calls and does not provide a dial tone for outbound calls. Therefore, you will maintain your existing telephone/mobile phone service with your existing provider.

3. What happens to my existing phone number once I get MightyCall Receptionist?

MightyCall Receptionist is an overlay to your existing phone service plan. Your

current phone number will not be affected by implementing MightyCall Receptionist and will also need to be maintained as your individual telephone service.

4. Can I use MightyCall Receptionist internationally?

Currently, MightyCall Receptionist is available for US and Canadian customers. International capabilities will be added in the near future.

5. Do I need to sign a long-term contract?

No. MightyCall Receptionist is a subscription-based, month-to-month virtual phone system. There are no long term contracts to sign and you can change subscription plans at any time.

6. How do I change my account settings?

You can log into your MightyCall Receptionist account profile at any time using your account login information.

7. How do I change or cancel my subscription?

You can change your plan settings by logging into your MightyCall Receptionist account profile using your account login information.

8. How do I ring multiple phones?

With MightyCall Receptionist, you can ring multiple phones at the same time or ring them sequentially. To set this functionality, log into MightyCall Receptionist at MightyCall panel, go to the Settings tab, click Groups and then click +Add new

group. Here, simply name your group, give it an extension, determine how long

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User's FAQ

9. How can I set my business hours?

With MightyCall Receptionist, you can change how your phones operate during business hours after hours. To set this functionality, log into MightyCall Receptionist at MightyCall panel, go to the Receptionist tab, expand Receptionist Business Hours tab and establish when you are open. You also need to configure system behavior on non-working hours within the Receptionist tab.

10. I need to set how incoming calls are handled. How do I do this?

To set this functionality, log into MightyCall Receptionist at MightyCall panel and go to Receptionist tab. Here you can assign an action (for example, to forward calls to extension) or enable a menu. You can also specify rules for Caller ID-based forwarding. For more details, please see Configuring Receptionist.

11. How do I set where calls to my extension go?

To set this functionality, log into MightyCall Receptionist at MightyCall panel and in the right upper part of the window click on the your account's name. In pop up menu select Profile command. Here, specify the Primary Forwarding Number: field value.

12. How do I set-up my main auto-attendant and a separate after-hours attendant? To set this functionality, log into MightyCall Receptionist at MightyCall panel and go to Receptionist tab. Here, you can build the rule you need.

13. How to add an extension?

To set this functionality, log into MightyCall Receptionist at MightyCall panel and go to Users tab. Here, click +Add new user. Assign a user name, e-mail, extension and default forward to position.

14. I'd like to record my own greeting. How can I do this?

To set this functionality, log into MightyCall Receptionist at MightyCall panel and go to the Settings | Media tab. You can upload files from your computer or record the necessary file via computer or via phone.

15. How do I check my voicemail?

To check voicemail, log into MightyCall Receptionist at MightyCall panel and go to

Voicemail tab. This tab allows you to view, manage and listen to your voicemails.

Note, you will also be notified of new voicemails by email.

16. How do I view call logs?

To check voicemail, log into MightyCall Receptionist at MightyCall panel and go to

Calls tab. Here, you will see a list of calls to your number or extension.

17. How do I set specific call-handling rules for my extension?

To set this functionality, log into MightyCall Receptionist at MightyCall panel and click on Receptionist. Here you can change how calls are routed for your extension under the following conditions: DND, Busy and No Answer and select custom greetings for each condition.

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User's FAQ

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Index

C

Call groups, 11, 12 Call log

customer administrator's call log, 15 Caller ID, 14

Click Connect widget, 16

E

E-mail

template, 14

template variables, 14

P

Parallels Operation Automation, 7 Phone numbers's format

MightyCall Receptionist. Customers s Guide