VoiceManager User Guide Release 2.0

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VoiceManager User Guide

Release 2.0

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All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications.

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Getting Started with Cox Business VoiceManager

First-Time Users

As a first time user to the Cox Business VoiceManager application, you will receive a welcome email from [email protected] before your installation date. The email will contain your username and password.

Logging into MyAccount

Figure 1 shows a sample welcome email that new VoiceManager customers receive. The link that is highlighted should be used to access VoiceManager MyAccount.

Figure 1. Welcome Email (sample)

Complete the following steps to log onto VoiceManager MyAccount.

1. Click the embedded link in the email to complete the registration process. You should see the phrase, “Congratulations; you have successfully activated your account.”

2. Click Go to Login Page.

3. Complete the personalized Secret Question and Answer. (Note: The answer must be 5- 20 characters in length.)

4. Complete the Contact options and preferences information.

5. Click the Save button.

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Accessing the Web Portal

You can access the VoiceManager Web Portal in MyAccount through a graphical user interface (GUI).

Figure 2. MyAccount Login Page

Use the following steps to access the VoiceManager Web Portal.

1. Enter www.cox.com in your web browser to open the Cox Business home page.

2. Click MyAccount in the Business options at the top of the screen.

3. Enter the login name that has been assigned to you in the Username field. (Note: Your login name/email address has been set up with Administrator privileges.)

4. Enter your Password in the corresponding field. (Note: All first-time users are prompted to change their password.)

5. Click Go to view your online profile information and associated accounts.

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VoiceManager Features

This section provides steps to help you activate, enable and manage your VoiceManager features on your phone and online. Descriptions and benefits are provided where available.

Anonymous Rejection

This feature has been combined with others to create Call Acceptance & Rejection.

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Automatic Callback

Feature Description

Automatic Callback provides notification when a busy line within a group becomes available.

This feature is available with the VoiceManager Anywhere package and IP Centrex service.

Solution

Save time wasted on busy signals and redials. Automatic Callback redials the last number called as soon as it becomes available and connects instantly!

Setup

Turn On Automatic Callback

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Dial/Redial section, click the

Automatic Callback link.

5. Choose the On radio button.

Result: A message indicates your Automatic Callback settings were updated.

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Barge-In Exempt

Feature Description

Barge-In Exempt allows you to block users who have the Directed Call Pickup with barge-in feature from intruding on your active calls.

Solution

Maintain your privacy on a phone call without possibility of interruption from callers with barge-in capability. Barge-In Exempt conveniently turns on or off with the click of a button.

Setup

Barge-In Exempt

3. Click the Advanced Call Settings tab.

4. Under the Team Calling section, click the Barge-In Exempt link.

5. Click the ON radio button to block anyone with Directed Call Pickup with Barge-In from

conferencing in on your calls. Clicking the Off radio button will allow barge-ins.

Result: A message indicates the Barge-In Exempt settings were updated successfully.

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Busy Lamp

Feature Description

Busy Lamp works with the IP Phone to enable seeing when designated users are engaged in a telephone call. It is available with VoiceManager packages and IP Centrex service.

Solution

Improve productivity with this advanced monitoring capability. Calls can be answered and routed in record time, ensuring customer’s needs are met quickly!

Setup

Designate Monitored Users

4. Under the Team Calling section, click the Busy Lamp link.

5. Click the user or users listed in the Available Users list you want to designate as a Monitored User.

Monitored Users are those individuals whose phone activity can be monitored by others through the shared call appearance feature available on the IP Phones and Receptionist Console Software.

6. Click the Add or Add All button to move one or all to the Monitored Users list.

7. Likewise, click the Remove or Remove All button to remove users from the Monitored Users list and return them to Available Users.

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8. To find a user that is not in the Available Users list, click the Search drop-down menu.

9. Click either the Last Name or First Name option.

10. Enter the name in the Search field.

11. Click the Find button.

12. Once the list is

complete, click the Save button.

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Call Forwarding Always

This feature has been combined with others to create Call Forwarding.

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Call Forwarding Busy

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Call Forwarding No Answer

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Call Forwarding Not Reachable

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Call Forwarding Remote Access

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Call Forwarding Selective

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Call Forwarding

Feature Description

Call Forwarding feature options define how calls are managed in different situations and are available based on the type of VoiceManager service package purchased. They may also be included with IP Centrex, PRI, and SIP Mobility services. Options appear in the settings pages.

Solution

Call Forwarding is an important feature that can be used for disaster recovery and business continuity. Empower employees with advanced call forwarding capabilities, ensuring they can always be reached.

Setup

Turn On Call Forwarding

4. Under the Call

Forwarding section, click the Call Forwarding link.

Click the Always checkbox to forward all incoming calls to a different phone number.

1. Click the On checkbox to the left of Always.

2. In the Forward To column, enter the telephone number to which calls should be forwarded.

3. From the Options / Manage column, click the drop-down menu to specify if a Ring

Reminder will or will not send an alert of an incoming forwarded call.

Click the Busy checkbox to forward all incoming calls to a different phone number when your primary phone is busy.

1. Click the On checkbox to the left of Busy.

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Click the No Answer checkbox to forward calls when unavailable to answer the phone.

1. Click the On checkbox to the left of No Answer.

3. From the Options / Manage column, click the drop-down menu to specify the number of Rings that should occur before calls are

forwarded.

Click the Not Reachable checkbox to forward incoming calls when not accessible.

1. Click the On checkbox to the left of Not

Reachable.

3. Click Save.

Click the Call Forwarding Selective checkbox to forward specified calls to a different phone number.

1. Click the On checkbox to the left of Call

Forwarding Selective.

2. Click the Ring Reminder drop-down menu and select Ring Reminder Off or Ring Reminder On.

3. Click the Add Call

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Forwarding Selective Rule link.

4. Enter an explanation for the rule in the

Description field.

5. Click the When

Receiving Calls From drop-down menu to select the type of phone number to which to apply the rule.

6. Enter the phone number to which calls should be forwarded in the Forward to field, or Click the Do Not Forward checkbox.

7. Click the During Regular Schedule and During Holiday Schedule drop- down menus to select when to apply the rule.

8. To create additional schedules, click the Add a Regular Schedule and Add a Holiday Schedule links.

Create separate Call Forwarding Rules if both a Regular and Holiday Schedule are desired. See Setting Up Schedules for instructions on how to create and edit a schedule.

1. Click the Save and Return button.

2. To make changes to an existing Call Forwarding Selective Rule, click the checkbox next to the named rule.

3. Click either the Edit or Delete link to make changes to or remove an existing rule.

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Call Hold

Feature Description

Call Hold allows you to dial a feature access code to hold and retrieve calls. You can make another call while the first call is held and can toggle between active and held calls. Call Hold is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to hold and retrieve calls quickly, ensuring availability for important issues. Call Hold enables handling calls of a more urgent nature while affording opportunities to discuss call-back times for those that are not.

Setup

Call Hold

No setup is required for this feature.

1. Click the flash button or the switch hook.

2. Press *22.

3. Make a second call.

Note: To toggle between calls, flash the phone and press *22#.

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Call History

Feature Description

Call History allows you to view telephone numbers from calls you have missed, received, and dialed. When you click any of the tabs, the Name, Number, and Date/Time of the call appears.

You may call the number by clicking the link of the telephone number.

Solution

Increase productivity by capturing contacts and business – even when you miss the calls. Call History enables the access of contact information instantly on a recent call dialed, received, or missed, as well as redialing with the click of a mouse.

Setup

Call History

1. Log in to Voice Manager MyAccount.

3. In the Getting Started with VoiceManager box, under the Download Toolbar heading, click the VoiceManager Toolbar Download link.

4. Click the Call History Icon on the

VoiceManager Toolbar to open the Call History Log.

5. Click the desired number link.

Result: The call is initiated.

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Call Notify

Feature Description

Call Notify allows you to specify conditions for incoming calls that trigger email notification. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Stay connected anywhere you have email access! Call Notify generates an email notification to your inbox when specified calls are received.

Setup

Add Call Notify Rule

Forwarding section, click the Call Notify link.

5. Enter a valid email address in the Send All Notification Emails to field.

6. Click the Add Call Notify Rule link.

7. Enter a name for the rule in the Description field.

8. Click the When

Receiving Calls From drop down menu.

9. Click the phone number type to which the rule applies. The options are Any Phone Number or Specific Phone Numbers.

10. Click the checkbox for Specific Phone Numbers.

11. Click the type of phone number – Any Private Number or Any

Unavailable Number and enter that number. You may add more numbers when you click the Add Another Number link

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and repeat up to 12 times.

12. Click the Send

Notification radio button to activate an email alert or select Do Not Send Notification to deactivate this feature.

13. Click the During Regular Schedule and During Holiday Schedule drop down menus and select the option to define when the rule applies.

14. Click the Add a Regular Schedule or Add a Holiday Schedule link to create a new rule.

Create separate Call Notify Rules if both a Regular and a Holiday Schedule are desired.

See Add a Schedule Setup for detailed instructions.

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Call Park and Directed Call Park

Feature Description

Call Park allows you to hold a call for an extended period of time, then retrieve it from any extension within your group. Directed Call Park enables a user to hold a call by a specific extension number and pick up from any in-group extension. Both features are available with the VoiceManager Anywhere package and IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to hold and retrieve calls from any phone in the facility! Call Park allows you to answer a call and place it on hold at another extension in your group in order to assure customer’s needs are met quickly and efficiently.

Setup

Edit/Add a Call Park Group

14. Click the VoiceManager Tools menu in the left navigation bar.

16. Under the Holds and Transfers section, click the Call Park link.

17. Click Edit or Delete to change or remove an existing Call Park Group.

Click Add Call Park Group to create a new group.

18. Enter a description in the Group Name field.

19. Click on names from the Available Users list.

20. Click the Add or Add All button to move one or all to the Assigned Users list.

21. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users.

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26. Once the list is complete, click the Save and Return button.

Result: A message indicates the Call Park Group was added.

Call Park Settings

1. Enter a Recall Time value between 30 and 600 seconds to set the amount of time a parked call waits before being redirected back to the original extension.

2. Click the Display drop- down menu to set the amount of time a parked call that is not retrieved displays on the phone before it is automatically released.

3. Click the Enable Parked Destination

Announcement

checkbox to announce a call that is parked or waiting.

Directed Call Park

To Park a Call on a Different Extension:

1. Press *68#.

2. Enter the extension where the call is parked followed by the # sign.

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Call Park Retrieve

Feature Description

Call Park Retrieve allows you to pick up a parked call from your phone by dialing an access code. Call Park Retrieve is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to park and retrieve calls quickly, ensuring prompt customer service. Call Park Retrieve enables handling calls for others as well as mobility within an office, promoting the efficiency of a team effort and maximizing productivity.

Setup

Call Park Retrieve

1. Press *88#.

2. Dial the extension where the call is parked.

3. Press #.

4. If the call is parked on the extension retrieving the call, simply press #.

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Call Pickup

Feature Description

Call Pickup enables answering any line ringing within a Call Pickup Group. It is available with the VoiceManager Anywhere package and IP Centrex service.

Solution

Provide excellent customer service by enabling employees to answer any line within their Call Pickup Group.

Setup

Edit/Add a Call Pickup Group

4. Under the Team Calling section, click the Call Pickup link.

5. Click the Add Call Pickup Group link.

6. In the Group Name field, enter a name for those who can answer calls for each other.

7. To add users to a group, click on names from the Available Users list.

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14. Click the Save and Return button to complete the process.

Result: A message indicates your Call Pickup Group was added. It will now be available in the My Call Pickup Group section.

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Call Return

Feature Description

Call Return allows you to call the last party that called, whether or not the call was answered. To call back the last party that called, just dial the call return feature access code (see your Feature Access Code page). If the calling number is not available, you receive an error message. Call Return is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Enhance productivity and customer service by creating a climate of follow-up. Connect with clients, even after missing a call the first time, and build customer loyalty and business.

Setup

Call Return

1. Click the flash button or the switch hook.

2. Press *69.

Result: You will either connect with your previous caller, or, if not available, you will receive an error message.

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Call Transfer

Feature Description

Call Transfer manages how transferred calls are directed. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Ensure customers receive speedy service by routing calls quickly and efficiently. The Call Transfer feature facilitates call management and direction.

Setup

Call Transfer Settings

Call Transfer Recall:

Use this type of transfer to reconnect to the transferring party after a pre-defined number of rings.

4. Under the Holds and Transfers section, click the Call Transfer link.

5. Select the On radio button to activate the Call Transfer Recall feature.

6. From the Number of Rings Before Recall drop-down menu, select the number of times the phone should ring before it is reconnected to the transferring party.

Busy Camp:

Use this type of transfer to place the caller on hold for a pre-defined time until the line becomes available.

1. Select the On radio button to activate the Busy Camp feature.

2. Enter the number of seconds – 30 to 600 - the caller should hold until the line becomes available in the Busy Camp Duration field.

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Redirect Unannounced Transfers:

Use this type of transfer to prevent unannounced calls.

1. Select the On radio button to Redirect Unannounced Transfers.

Redirect Announced Transfers:

Use this type of transfer to prevent announced calls.

1. Select the On radio button to Redirect Announced Transfers.

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Call Waiting

Feature Description

Call Waiting notifies you of an incoming call while on the phone by sounding two short bursts allowing you to ignore the incoming call, or place the first call on hold and answer the second.

Call Waiting is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Increase productivity and enhance customer service by notifying employees when an additional call is waiting with the VoiceManager Call Waiting feature.

Setup

Activate Call Waiting

4. Under the Call Receiving section, click the Call Waiting link.

5. Select the On or Off radio button to activate or deactivate the Call Waiting feature.

Result: A message indicates your Call Waiting settings saved successfully.

Note: To make an

uninterrupted call, Press *70#

from your phone. The Call Waiting service turns back on after the next outgoing call.

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Calling Line ID

Feature Description

Calling Line ID provides the option to display or block the name and number for callers inside and outside a group. This feature is available with all VoiceManager packages and IP Centex service.

Solution

Control and protect personal identity. The Calling Line ID feature controls the information that displays on the phone for incoming and outgoing calls. Maintain privacy by blocking phone identification when making external calls.

Setup

Turn On Calling Line ID

4. Under the Call Acceptance section, click Calling Line ID link.

5. Click the On or Off radio button to activate or deactivate the following Calling Line ID functions:

o External Line ID Displays the name and number of callers outside the group.

o Internal Line ID Displays the name and number for callers inside the group.

o Name Retrieval

Searches for the name of an anonymous incoming caller through an external database.

o Line ID Blocking Omits personal identity when placing outgoing calls.

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Calling Line ID Blocking per Call

This feature has been combined with others to create Calling Line ID.

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Calling Line ID Delivery — Internal

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Calling Line ID Delivery – External

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Calling Name Delivery

Feature Description

Calling Name Delivery is activated through Calling Line ID, and displays the calling line name and number for callers from inside your group or enterprise (Internal) and / or callers from outside your group or enterprise (External). Calling Name Delivery is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Control your phone schedule time by identifying the name of a caller based upon unique information access, then manage the call as appropriate.

Setup

Calling Name Delivery

External Line ID Displays the name and number of callers outside the group.

Internal Line ID Displays the name and number for callers inside the group.

Name Retrieval

Result: A message indicates the Calling Line ID settings saved successfully.

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Calling Name Retrieval

Feature Description

Calling Name Retrieval is activated through Calling Line ID, and enables you to identify a caller’s name using information from a source other than the Cox Network, such as your Outlook folder or Smart Phone. Calling Name Retrieval is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Control your phone schedule time by identifying the name of a caller based upon unique information access, then manage the call as appropriate.

Setup

Calling Name Retrieval

Acceptance section, click Calling Line ID link.

Click the On or Off radio button to activate or deactivate the Calling Line ID function Name

Retrieval.

Name Retrieval searches for the name of an anonymous incoming caller through an external database.

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Calling Number Delivery

Feature Description

Calling Number Delivery is activated through Calling Line ID, and enables you to see a caller's telephone number and name when they are trying to reach you. Calling Number Delivery is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Identify an incoming call’s telephone number to prioritize and determine if you want to answer the call.

Setup

Calling Number Delivery

External Line ID Displays the name and number of callers outside the group.

Internal Line ID Displays the name and number for callers inside the group.

Name Retrieval

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Common Phone List

Feature Description

Common Phone List allows you to create and store a list of frequently called contacts that others in the company can access and call through an application called Contact List. Click-to- dial capabilities are provided via the VoiceManager Toolbar feature.

Solution

Create a convenient, customized list of contacts you may call at the click of a mouse from anywhere. Enhance productivity and find frequently called phone numbers instantly.

Setup

Add / Edit Contacts

1. Log in to VoiceManager MyAccount.

3. Click the Applications tab.

4. Under the VoiceManager Toolbar section, click the Contact List link.

5. To import a contact list from a saved file, click the Import Contact List link.

6. To add contacts one at a time as a User click the Add Personal Contact link.

7. Administrators, click the Add Common Contact link to add contacts one by one.

8. Enter the Name of the contact in the field provided.

9. Enter the associated Phone Number.

Result: A message indicates your contact added

successfully.

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Contact List

Feature Description

Contact List allows customization and management of a personal contact list. This feature is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Make fast work of managing business contacts! Quickly and easily personalize and manage a contact list using the Contact List feature. Administrators can also manage the Common Contact List that is accessible to all employees.

Setup

Add/Edit Contacts

1. Log in to VoiceManager MyAccount.

4. Under the VoiceManager Toolbar section, click the Contact List link.

5. To import a contact list from a saved file, click the Import Contact List link.

6. To add contacts one at a time as a User click the Add Personal Contact link.

7. Administrators, click the Add Common Contact link to add contacts one by one.

8. Enter the Name of the contact in the field provided.

9. Enter the associated Phone Number.

Result: A message indicates your contact added

successfully.

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Custom Ringback

Feature Description

Custom Ringback allows a selected and / or uploaded ringback to play to callers based on a phone number list or a specific time during the day or week. Custom Ringback is available as an a la carte feature with any VoiceManager package or IP Centrex service.

Solution

Deliver optimal customer service by providing a customized message or ring tone to specific customers.

Setup

Group and Personal Ringback Rules

4. Under the Call Receiving section, click the Custom Ringback link.

Group Ringback:

5. Click one of the Action radio buttons to select whether or not to play a Group Ringback.

6. If you choose Play Ringback, click Select Audio to upload a custom audio file.

7. Click Browse to find the file.

8. Click your file name to select it.

9. Click the checkbox to accept the disclaimer.

10. Click the Continue button.

Personal Ringback:

11. To engage an existing rule, click the On checkbox next to the Ringback Rule.

12. Click Save.

13. To create a new ringback selection, click the Add Custom Ringback Rule

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link.

14. Enter a name for this group in the Description field.

15. Click the When Receiving Calls From drop-down menu to select the phone numbers covered by this rule.

16. Click the Play Ringback or Do Not Play

Ringback, depending upon preference.

17. Click the drop-down menu for During Regular Schedule or During Holiday Schedule to select when the rule applies.

18. Click Add a Regular Schedule or Add a Holiday Schedule to create a time detailed schedule and event.

Create separate Custom Ringback Rules if both a Regular and Holiday Schedule are desired.

19. Enter a name for the new regular or holiday

schedule in the Schedule Name space.

20. Click the radio button for Group or Personal to indicate who will have access to this rule.

21. In the Event Name space, type what this rule will be called.

22. Enter the Start Time by clicking the calendar link and the start date.

23. Enter the start time in the four digit format, hh:mm, in the space.

24. Click the drop-down menu; select AM or PM.

25. If the rule applies more than specified hours, click the All Day checkbox.

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26. For the End Time, repeat steps #18-20.

27. Click the Recurs drop- down menu and select how often the rule applies.

29. To change an existing rule, click the Edit link next to the rule.

30. Make all necessary changes and click the Save button.

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Directed Call Park

This feature has been combined with Call Park.

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Directed Call Pickup

This feature has been combined with others to create Directed Call Pickup Including Barge-In.

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Directed Call Pickup with Barge In

Feature Description

Directed Call Pickup allows you to answer a call ringing to a specific extension within the call pick-up group. Directed Call Pickup with Barge-In enables you to automatically conference in to an existing call that has been answered within the call pickup group. These features are available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Note: A Call Pickup Group and a Call Pickup Group with Barge-In is defined by the Group Administrator.

1.

Solution

Maintain business priorities and choose to answer specific incoming calls to ensure faster handling time and service. Add convenience by answering an incoming call ringing on a different phone without leaving your desk. Also, join a call in progress to monitor the quality of the

communication and provide coaching or support.

Setup

Directed Call Pickup

1. From your phone, press Flash or switch hook.

2. Press *97# and the extension number of the call you want to answer.

3. Press the # sign.

Directed Call Pickup with Barge-In

1. . From your phone, press Flash or switch hook.

2. Press *33# and then the specific extension number of the call you want to pick up.

3. Press the # sign.

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Do Not Disturb

Feature Description

Do Not Disturb can send calls directly to voicemail without ringing the primary phone. It is available with the VoiceManager Anywhere package and IP Centrex service.

Solution

Increase productivity by minimizing interruptions. Do Not Disturb eliminates ringing by redirecting calls to voice mail.

Setup

Turn On Do Not Disturb

1. Log in to VoiceManager

MyAccount.

3. Click the Call Settings tab.

4. Under the Call Acceptance section, click the Do Not Disturb link.

5. Click the On radio button to activate the Do Not Disturb feature and send calls directly to voicemail.

When Do Not Disturb is turned on, a Ring Reminder option appears.

6. Click the Ring Reminder radio button On or Off to activate or deactivate a short ring when a call is sent to voicemail.

Result: A message indicates your Do Not Disturb setting was saved.

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Extension Dialing

Feature Description

Extension Dialing allows you to reach any other user within the VoiceManager group by dialing an internal extension. This feature is automatic with VoiceManager Anywhere and Office

packages, and IP Centrex service.

Solution

Save time and reach others in the company by using a convenient, abbreviated dialing plan.

Setup

Extension Dialing

Extension Dialing is set up with service installation and defaults to four-digit dialing – the last four digits of the phone number. Customers may request up to six-digit dialing.

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Group Directory

Feature Description

Group Directory allows you to create multiple contact lists containing names, phone numbers, extensions, emails and account numbers. Group Directory is available with VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Manage contacts quickly and efficiently with Group Directory. Maximize productivity by reducing the time spent looking for customer information.

Setup

Group Directory

3. Click the User & System Management tab.

4. Under the Utilities section, click the Group Directory link.

5. Click the Search drop- down menu and select the type of information by which to find a contact: Last Name, First Name, Phone Number, Extension or Email Address.

6. Enter the appropriate contact information in the adjacent field.

8. Click the desired contact from the options listed.

9. Repeat steps #5-8 until the Group Directory is

complete.

10. Click the Filter by drop- down menu to select an account-specific directory.

11. Click the Export button to transfer the Group Directory to an Excel file.

12. Click Back to return to the previous menu.

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Hoteling

Feature Description

Hoteling enables you to place and receive calls that display as your office phone number when visiting other companies that use VoiceManager. The Hoteling feature is available with IP Centrex service.

Solution

Enjoy complete mobility when visiting other company locations by making and receiving calls that appear as your own business phone number.

Setup

Activate

Activate Hosting:

4. Under the Remote Calling section, click the Hoteling link.

5. Select the Hoteling Host On radio button to activate the feature.

Once the host phone is activated, you can assign yourself as a Hoteling Guest to the phone temporarily.

Activate Guesting:

1. Scroll to the Guesting section and expand the Host pull-down menu.

2. Select a host from the list.

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Hunting & Series Completion

Feature Description

Hunting & Series Completion facilitates routing customer calls to a team of users. It is available with the VoiceManager Office and Anywhere packages, and IP Centrex service.

Solution

Never miss a customer call! Hunting and Series Completion facilitates routing calls to a team of employees. Routing can be customized based on the order phones ring, the number of rings at each extension before advancing calls to the next available user, and the treatment for any call that cannot be answered.

Setup

Create / Edit a Hunt Group or Series Completion Rule

4. Under the Team Calling section, click the Hunting and Series Completion link.

5. To create a Hunt Group rule, click the Add Hunt Group or Series Completion Rule link.

Note: the number of licenses or allowable groups is listed in the feature description above the link.

6. Click the Rule Type radio button for Hunt Group.

7. Click the Show General Hunt Group Rule Settings link.

8. Enter a descriptive title in the Hunt Group Name field.

9. Click the radio button to select Directory Number Hunt or Pilot Number Hunt.

10. In a Pilot Number Hunt, click the Phone Number drop-down menu and select the phone number provided by the customer service representative. In

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a Directory Number Hunt, the Hunt Group

Extension automatically matches the last four digits of the CSR

provided phone number.

In both, the number can be edited.

11. Click the Account drop- down menu and select the account to which to add the rule.

12. Click the Time Zone drop-down menu to select the timing to apply to the rule.

13. Click the Rollover Order to select how

unanswered calls forward to members of the group.

14. Click the Yes or No radio buttons to Allow Call Waiting.

15. For No Answer Settings, click the Roll Over After checkbox.

16. Click the drop-down menu to select the desired number of rings- from 1 – 20, or click the After checkbox and enter the number of seconds to wait before forwarding the call.

17. Click the adjacent drop- down menu to select Forward to Cox

VoiceMail or Forward to another number.

18. If clicking Forward to Cox VoiceMail, enter *55 then the phone number attached to the voicemail.

19. If clicking Forward to, enter another number in the field provided.

20. Click the Show Hunt Group Users link to add or edit users in a group.

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28. Click the Save and Continue button.

29. To change or cancel an existing rule, click the Edit or Delete link next to the rule.

30. Click the Save and Continue button.

31. Click the checkbox next to the Hunt Group or Series Completion Rule to activate the feature.

32. To create a Series Completion Rule, follow steps #1-5 under Create / Edit a Hunt Group, selecting the radio button for Series Completion in step 5.

33. Enter a descriptive title in the Series Name field.

34. Click the drop-down menu next to Search, selecting Last Name or First Name, and enter the name in the field provided.

35. Click names in Available Users, then click Add or Add All, depending on

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the users selected.

36. To remove users from a group, click Remove or Remove All to move users back to Available Users list.

37. Click the Save and Continue button to return to the previous screen.

38. Click the checkbox next to the Series

Completion Rule to activate the feature.

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Incoming Calling Plan (User)

Feature Description

Incoming Calling Plan allows you to manage the way incoming calls are received by groups or accounts. Incoming Calling Plan is available for all VoiceManager packages and services.

Solution

Maximize efficiency by managing the way incoming calls are received by employees with Incoming Calling Plan settings.

Setup

Define an Incoming Calling Plan for an Account

Incoming Calling Plan by Account:

4. Under the Call Access section, click the Incoming Calling Plan link.

5. Click the Inside Group checkbox to the right of the account name to establish the account can accept incoming calls from members inside the group only.

6. Click the Outside Group drop-down menu to select when members of an account can receive and transfer calls from others.

The options are: Never, All Transfer, and Allow Always.

7. Click the Collect Calls checkbox to define whether members of the account can accept incoming collect calls.

Result: A message indicates the Incoming Calling Plan saved successfully.

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Define an Incoming Calling Plan for a User

Incoming Calling Plan By User:

1. Follow steps 1-4 from Incoming Calling Plan for an Account.

2. Scroll to the Incoming Calling Plan by User section and click the Show Users link to view the list of users.

3. Locate a specific user by entering values in the Search fields, or view all users.

4. Click the Edit link to the right of the user you want to modify.

5. Follow steps 5-7 of the Incoming Calling Plan for an Account for the user.

Result: A message displays that the Incoming Calling Plan was saved.

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Instant Group Call

Feature Description

Instant Group Call allows creation and management of groups of users that can be called simultaneously for a conference call. Instant Group Call is available with the VoiceManager Anywhere package and the IP Centrex service.

Solution

Easily create and manage groups of users that can be called simultaneously for a conference call. Instant Group Call can also be combined with the Push-to-Talk feature to deliver Intercom functionality for IP Centrex Customers.

Setup

Create an Instant Group Call Group

4. Under the Team Calling section, click the Instant Group Call link.

5. To create or add a group, click the Add Instant Group Call Group link.

6. Enter a description in the Instant Group Name field.

7. Click the appropriate radio button to choose whether to Dial by Telephone Number, Extension, or both Telephone Number and Extension.

8. Click the Phone Number drop-down menu to select the number for the group.

The Extension automatically matches the last four digits of the phone number, but you can edit it to any four-digit number.

The Instant Group ID is populated based on phone number and extension.

9. Click the Time Zone drop-down menu and

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select the correct time.

10. Click the checkbox if you would like to Enable Maximum Call Time for Unanswered Call and enter a maximum number of minutes.

11. Click the Add Another Number link and enter up to 20 phone numbers for an Instant Group Call.

12. Click the Clear or Remove link to delete phone numbers from the list.

If you select an Account from the drop-down menu,

Account Administrators can also manage this Instant Group Call group and it will follow the Account Settings for the Incoming Calling Plan. If no account is selected, only the Profile Owner can manage this Instant Group Call group and it will follow the Group Settings for the Incoming Calling Plan.

13. Click the Incoming Calling Plan drop-down menu and select Custom Settings or Group Settings.

Choose Custom Settings to customize the Incoming Calling Plan for this Instant Group Call group; otherwise, choose the Group Settings.

14. Click the Save and Return button to save your changes and return to the previous screen.

Result: A message Indicates your Instant Group Call added successfully.

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Activate, Edit, Delete an Instant Group Call Group

4. Under the Team Calling section, click the Instant Group Call link.

5. Select the On check box next to the Instant Group Call group you want to activate.

6. Click the Edit or Delete link to change or remove an existing group.

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Last Number Redial

Feature Description

Last Number Redial allows you to redial the last number you called by clicking the "Redial"

button on your Personal Call Manager or by dialing the feature access code. Last Number Redial is available with the VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Save valuable time having to remember or look up the last number you called!

Setup

Last Number Redial

No setup is required for this feature. 1. Click the flash button or the switch hook.

2. Press #66.

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Multi-Location Extension Dialing

Feature Description

Multi-Location Extension Dialing allows VoiceManager customers with locations in different Cox Business markets in the same city or state, or in different states, to dial between locations using a 4-digit extension dialing without incurring any local or long distance usage charges. This feature is available with VoiceManager Anywhere and Office packages, and IP Centrex service.

Solution

Save time and money, and reach others in the company by using a convenient, abbreviated dialing plan.

Setup

Multi-Location Extension Dialing

No setup configuration is required.

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Monitored Users

Feature Description

Monitored Users is enabled through the Receptionist Console software. It is a convenient way to view users’ call status availability from a desktop and streamline processes and call routing for the receptionist. This feature is available with the VoiceManager IP Centrex service.

Solution

Maximize call center efficiency and productivity with this simple desktop tool for the receptionist.

Quick call reception and routing equals enhanced customer service!

Setup

Create Monitored Users List

4. Under the Enhanced Receptionist Console section, click the Monitored Users link.

6. Click the Add or Add All button to move one or all to the Monitored Users list.

7. Likewise, click the Remove or Remove All button to remove users from the Monitored Users list and return them to Available Users.

12. Once the list is finished, click the Save button.

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Music On Hold - User

Feature Description

Music On Hold plays music for callers on hold and is available with the VoiceManager Anywhere package and IP Centrex service. This feature can be used with Call Park, Call Waiting, Call Hold, and Busy Camp.

Solution

Make customers’ hold time more pleasant. Use music or messages to inform or entertain customers while they wait.

Setup

Music On Hold Personal Settings

4. Under the Holds and Transfers section, click the Music On

5. Click the On checkbox to activate Music On Hold.

6. Selecting Off overrides any group setting already selected and deactivates the feature.

7. Select the Music Type - Group-Defined Music or Custom.

Group-Defined Music is set for the entire organization.

Custom enables uploading an audio file that will replace the Group-Defined audio.

8. Click the Select Audio or Change Audio link to change a custom wave file.

9. Click Browse to find the desired audio file...

10. Click the checkbox to accept the disclaimer.

11. Click the Continue button.

12. Click the Internal Calls checkbox for music to

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play for Internal Calls.

13. Click the System Default or Custom radio button for music choice.

14. For Custom music, repeat steps #7-10.

Music On Hold Rules (Administrators)

1. Click the Edit or Delete link to manage Music on Hold options for the entire profile or specific

accounts

2. Select the On or Off checkbox to activate or deactivate Music On Hold.

3. If the feature is On, choose when the music will play – Call Hold, Call Park, Busy Camp.

4. Select the Music Type – System Default Music or Custom.

5. Click the Select Audio or Change Audio link to change a custom wave file.

6. Click Browse to find the desired audio file.

7. Click the checkbox to accept the disclaimer.

8. Click the Continue button.

9. Click the Internal Calls checkbox for music to play for Internal Calls.

10. Click the System Default or Custom radio button for music choice.

11. For Custom music, repeat steps #7-10.

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N-Way Conferencing

Feature Description

N-Way Conferencing allows a user to conduct teleconference calls for a maximum of 15 telephone numbers without the need for any special configuration. This feature is available with IP Centrex service.

Solution

Reduce meeting and travel costs by conducting business via teleconferencing. Increase productivity by getting the right people together in real-time to make decisions quicker. Add the flexibility of having a conference call anytime, anywhere to conduct business.

Setup

N-Way Conferencing

1. Dial the first party you want to conference.

2. When the person answers, click Conference to place that person on hold.

3. Dial another number to conference.

4. When that person

answers, click Conference to connect that call.

5. Click Conference to place the parties on hold.

6. Repeat steps #3-5 to add a maximum of 15 people to the call.

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Outgoing Calling Plan

Feature Description

Outgoing Calling Plan allows you to manage outgoing or transferred calls by groups or accounts. These settings can be customized for anyone subscribed to VoiceManager or IP Centrex services.

Solution

Outgoing call settings maximize productivity in the workplace by providing a means of managing how calls are made and transferred.

Setup

Outgoing Calling Plan by Account

4. Under the Call Access section, click the Outgoing Calling Plan link.

5. Click the checkboxes from the columns listed to define a call plan for an Account.

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Outgoing Calling Plan by User

4. Under the Call Access section, click the Outgoing Calling Plan link.

5. Under the Outgoing Calling Plan By User section, click the Show Users drop-down menu.

6. Locate an employee from the User Name list, or Search by entering a first name, last name, phone number, or email address in the drop down space provided to edit an existing call plan.

7. Click the Edit link.

8. Clilck the Outgoing Calling Plan checkboxes to select or deselect the call types listed.

VoiceManager User Guide Release 2.0