RCN Hosted Voice
Thank you for choosing RCN Hosted Voice as
your new telephone system. By partnering with
RCN Business Services, you now have access
to incredible state-of-the-art technology and
dedicated local support. RCN Hosted Voice offers
you a robust, scalable communications package
that fits your business.
This guide provides key information on your
services and features, so you can get the most
out of your RCN Hosted Voice Service.
Overview Logging in:
One of the exciting benefits of
RCN Hosted Voice is the ability
to set-up and control your
communications according
to your business’ specific
needs. You can access and
customize your phone via your
IP telephone or through our
Web Portal, our online tool
designed to allow even more
access and control to
manage your services.
6 Hosted Voice Access Phone Feature Overview Common Phone Access Codes Logging into Web Portal
8 Web Portal Features Messages & Calls Call Manager Contacts Settings
10 Caller ID Features Caller ID Overview Caller ID Blocking
Caller ID Permanent Blocking
12 Voice Mail Features Voice Mail Access Voice Mail in Web Portal E-fax
14 Hunting Features
Multi-Line Hunting Groups Types of Multi-Line Hunting Groups
16 Call Manager:
Forwarding Features Forwarding Destinations Forwarding Settings on Phone Forwarding Settings in Web Portal
18 Line Class Features Call Barring Levels Types of Call Barring
19 Call Manager: Follow Me Follow Me Settings in Web Portal
20 Contact Features Speed Dial Click-to-Dial
Short Codes
22 Phone Set Features Call Pick-up
Directed Call Pick-up Call Park
Three Way Calling Do Not Disturb
Table of Contents
Use your RCN phone number and Voice Mail PIN to log into the web portal.
user webportal
myphone.rcn.com/hostedvoice
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Hosted
Voice
Access
Step 1: Create your Voice Mail PIN
Step 2: Enter this URL in browser:
myphone.rcn.com/hostedvoice
Step 3: At login screen, enter
your 10-digit phone numberStep 4: In the password field,
enter your 4 to 9 digit PINWeb Portal Dashboard Logging into Web Portal
The dashboard gives quick access to the most frequently used information such as:
• Voice Mail messages
• Contacts
• Missed calls
• Call Forwarding options
Phone Feature Overview
Graphical LCD Call/Message Indicator Context-Sensitive
Soft Keys
Navigation Keys
Feature Keys
Microphone Mute
Handset Key Speakerphone Key Handsfree Microphone
Volume Adjustment Dial Pad
Hold
Feature Keys Handsfree
Speaker
Hookswitch
Feature Activate Deactivate
Automatic Call Back *66 n/a
Block Caller ID (per call)
*67 automatic
Call Park *95 or phone key n/a Call Park Retrieval *97 or phone key n/a Call Pick up *11 or phone key n/a Directed Call Pick up *12 or phone key n/a
Do Not Disturb *78 or phone key *79 or phone key Hunt Group Log-in
& Log-out
*96 or phone key *96 or phone key
Voice Mail *98 or phone key n/a Anonymous
Call Rejection
web portal web portal
Block Caller ID (permanent)
web portal web portal
Call Forwarding Rules
web portal web portal
Hunting web portal web portal
Simultaneous Ring web portal web portal
Dropdown Help Menu
Get user instructions for all of the Web Portal tabs and additional tutorials.
Contacts
Manage your contacts and speed dials.
Call Manager
Define how your incoming calls are handled.
Settings
Customize the handling of your calls, messages, notifications and reminders. You can also manage your telephone program keys.
Messages & Calls
Display new and saved Voice Mail messages, missed calls, dialed calls and received calls.
You can also play or delete messages.
Missed Call Log
Clicking on a name or number gives you additional options such as calling back.
Common Phone Access Codes
Reference this section of
the guide to learn about all
the features you can use to
streamline communication.
Find out how to log in to your
Hosted Voice’s Web Portal,
listen to voicemail, configure
personal phone settings,
transfer calls, and activate
frequently used shortcuts to
maximize your service.
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Web
Portal
Features
Messages & Calls displays new and saved Voice Mail messages. It also shows you:
• Missed Calls
• Dialed Calls
• Received Calls
• Deleted Voice Mail messages
Settings allows you to configure your Web Portal account and phone with some additional options.
Change your PIN Number (the same is used for Web Portal and Voice Mail) Which devices are associated with your Directory Number.
The other tabs available on the Settings tab are:
• Messages – Manage Voice Mail settings such as:
• How many seconds before Voice Mail picks up (default is 24 seconds)
• Forward a .wav file to an email address
• Log in options and what information is played by default when listening to Voice Mail
• Record a new greeting or different greetings for when your line is busy, calls outside normal business hours or if they’re calling from your business group
• Calls – Additional call forwarding and blocking options as well as general options such as Caller ID display on outgoing calls and auto-answer click-to-dial calls
• Notification and Reminders – Where notification and reminders should be sent
You can organize contacts and see extensions and short codes that are managed by the Business Group Administrator as well as:
• Create new contacts
• Create groups of contacts (such as customers, personal, etc…)
• Import a CSV file from a program that can export a CSV file (such as Outlook in Windows or the Contacts App in OS X)
• Export contacts (In a CSV format for use in other programs)
• Create Speed Dials (such as 41 for 1-212-555-4141)
Allows detailed configuration on how calls are handled.
The other tabs available on the Call Manager tab are:
• Forwarding – Forward all calls, if the line is busy, no answer, or if certain callers call to a predetermined number
• Follow Me – Create rules to forward calls to find you at nearly any number you choose
• Screening – Allows you to put your phone in “Do Not Disturb” mode, reject calls automatically from specified numbers or anonymous calls and lastly make calls from certain numbers ring distinctively Get the most out of your RCN Hosted Voice
experience with how-to videos and tutorials online at rcn.com/business
Contacts
Settings
Messages & Calls
Call Manager
Caller ID
Features
Caller ID
This is standard Caller ID Service. It will display both name and number of the incoming caller.
Activation Web Portal Deactivation Web Portal
Actions in Web Portal
Step 1: Click Settings
Step 2: Click Calls
Step 3: General Tab
• Withhold caller ID when making calls
• Display caller name for incoming calls
• Display caller number for incoming calls
Is a permanent blocking service applied on your request. Caller ID Blocking will remain active at all times unless you deactivate this service before you place each phone call.
Activation Web Portal Deactivation Web Portal
Actions in Web Portal
Settings > Calls > General Tab > Withhold caller ID when making calls
Caller ID Blocking
Caller ID Permanent Blocking
Prevents your phone number and/or name from appearing on the display unit of the called party. “P” “Private” or “Anonymous”
will show on their display units.
If you have deactivated “Withhold Caller ID when making calls” you can still temporarily block your Caller ID Name and Number on a per call basis.
*
8 2*
6 7If the called party has “Anonymous Call Rejection” your call will not be completed if the Caller ID Blocking feature is activated.
Caller ID Blocking must be deactivated to be able to reach the called party.
After deactivating the Caller ID Blocking, ID and number will appear on the Caller ID of the called party.
Per call ACTIVATION of Caller ID Block (before you dial) Per call DEACTIVATION of Caller ID Block (before you dial)
+ Phone Number
+ Phone Number
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Voice Mail
Features
Playback Key Function Key
Increases message volume 6
Incrementally increases message volume 6 (pause) 6
Slows playback speed 7
Incrementally slows playback speed 7 (pause) 7 Pauses playback (up to :20) audible “ping”
sound will be heard during pause
8
Resumes playback repeat 8
Increases playback speed 9
Incrementally Increases playback speed 9 (pause) 9
Date and time of message 66
Skips message back :05 77
Skips message forward :05 99
Access from ANY phone
MESSAGES
MENU Voice Mail
Access from YOUR phone
1. Press any of the following buttons:
1. Dial your phone number 2. Wait for greeting 3. Press
*
2. Enter your PIN
Message Center > Connect
> Features > Messages
> Message Center > Connect
4. Enter your PIN
Access Your Voice Mail
Message Playback Keys
The playback keys, are only active during the playback of a message.
They are designed to help you listen to your messages, for example by skipping back a few seconds to repeat an important detail.
Voice Mail in Web Portal
E-fax
Access in Web Portal
Messages & Calls > Message Tab
Voice Mail in Web Portal allows user to play and view Voice Mail.
Messages & Calls > Messages > Faxes
With E-fax, faxes can be downloaded as .pdf message to computer.
Play Button
Click to listen to audio file of VM
VM Playback Popup Window
Control playback and save, delete or close each VM
> List of Voice Mails
Delete All Button
Deletes entire VM box
New VM Button
Record and send new VM to the number you enter in box
> Messages
Actions Drop Down Menu
• Reply to VM
• Mark VM as new
• Forward as Email (with VM as .wav file)
• Forward as VM
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Hunting
Features
A Multi-Line Hunting Group (MLHG) allows you to direct incoming calls to a selection of available lines in a specified sequence until one of them answers.
If the pilot number is busy when called, calls are automatically toured through the Hunt Group of available lines until the call is answered. RCN Hosted Voice features five (5) hunting options. If all lines in the MLHG are busy, new calls can be queued.
NOTES: Business Line cannot log in / log out to more than 1 MLHG. A user with a number in a MLHG can log in/out of the MLHG via Web Portal.
The Groups tab displays any Multi Line Hunt Groups (MLHGs) and Call Pickup Groups of which you belong. Detailed information can be displayed by clicking on the group. Changes can only be made by the Administrator.
Multi-Line Hunting Groups
Multi-Line Hunting Groups
Log in/out of Hunt Group Web Portal Groups > Click on specific number to toggle in/out of Hunt Group
Linear
Rings 1st member of MLHG and rings down to other members. If you call the pilot number is cycles through all members of MLHG and ends in pilot number’s Voice Mail box.
If you call member in middle of MLHG, the call hunts to the remaining members of the MLHG and ends in the Voice Mail box of the member called.
Note: Hunt on direct dialed calls MUST be enabled. (E.g. if you call 3rd line in MLHG, it will hunt to 4th+ and then go to 3rd line’s Voice Mail. Lines 1 and 2 will not be reached).
Circular
Rings all phone numbers in the MLHG, if no one answers the call in placed in the pilot numbers Voice Mail.
When calling the pilot numbers, the call hunts to the other members and ends in the pilot number’s Voice Mail box.
When direct dialing a member in the middle of the hunt group, call hunts to ALL members in the MLHG in the order and ends in the directly dialed number’s Voice Mail box.
Ring all
Rings all phones in hunt group simulta- neously, after set time drops into pilot number’s Voice Mail box.
If you directly dial member, call rings on directly dialed number first, then rings on all other MLHG members simultaneously, ends in directly dialed member’s Voice Mail box.
Uniform (Round Robin)
If pilot number is called, hunting starts with 1st number after the line that rang in the previous hunt. The call cycles through remaining members and ends in pilot number’s Voice Mail box.
If directly dialing, the hunt starts with directly dialed number, cycles through remaining members and ends in directly dialed Voice Mail box. This acts the same way if the direct dialed number is busy, because the phone has multiple appearances.
Uniform (Longest idle)
If a pilot number is called, or a busy MLHG member is dialed directly and Hunt on direct dialed calls is set to True, hunting starts with the MLHG Member that has been idle for the longest.
If pilot number is dialed and no one answers the call is placed in pilot number’s Voice Mail box.
If a directly dialed member is called, hunt starts with directly dialed MLHG member, then rings the MLHG member with the longest idle, after the hunt cycle, if no answer the call is placed in the directly dialed Voice Mail box.
The idle time for a member is calculated using the end time of any incoming or outgoing calls to or from the member, not just those allocated by hunting. When an MLHG member disables the Do Not Disturb call service, its idle time is reset to zero.
Types of Multi-Line Hunting Groups
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Call
Manager
Forwarding
Features
Forwarding Destinations
Forwarding Settings (Phone)
The Call Manager tab in Web Portal gives many different Call Forwarding options.
Call Manager > Forwarding >
• Normal Calls
• Anonymous
• VIP
• Unwanted
• Additional Options
Forward all calls if the line is busy, no answer or if certain callers call to a predetermined number. The Call Manager gives you different Call Forwarding options.
Forwarding Phone Options Key Call Forwarding Activation *72 Call Forwarding Deactivation *73 Unavailable Forward Calls Activation *63 Unavailable Forward Call Deactivation *83
Forwarding Settings (Web Portal)
> Immediately Forward
Click box to turn feature on. Clicking again removes check and turns feature off.
> Forwarding Destinations Drop Down Menu
You can access previously saved forwarding numbers in this drop down menu.
You can also choose “Other”
and enter any number into the box.
> Unavailable
This is to forward calls only if you are unavailable (e.g. the phone is unplugged or loses power). You can configure settings under this tab.
> Forwarding Destinations
You can enter commonly used forwarding phone numbers to be saved and accessed later in drop down menus.
> Busy/No Answer
Forwards incoming calls to a specified number, when the dialed number is busy.
Click box to turn feature on. Clicking again removes check and turns feature off.
> Selected Caller
Forwards incoming calls from numbers you select.
Your configuration of unconditional. busy and delay call forwarding will impact this setting.
Call Manager > Forwarding >
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Call
Manager
Follow Me
Follow Me Settings
Follow Me
Click box to turn feature on. Clicking again removes check and turns feature off.
> Add Rule
Rules can determine:
• What stage in the Find Me/Follow Me process you are customizing
• Destination
• Length of ring
• Permit Forwarding
Call Manager > Follow Me >
Follow Me Settings allows you to configure additional ring settings for your phone via your Web Portal account.
This setting provides a way for you to configure additional numbers that will ring instead of or as well as your own number, any of which can answer the call.
Add Rule
A pre-defined order is used to determine which number(s) to ring next. Once one number has answered the call, ringing on the other configured numbers is stopped.
Line Class
Features
Call Barring Levels
Types of Call Barring
Various levels of outgoing calls can be blocked via Web Portal:
• Local
• National & Mobile • International
• Premium Rate
• Operator
• Directory*
* Directory stores a list of up to 200 names and numbers that can be created for each IP Telephone.
A directory key on your IP Telephone is pre-programed and labeled with this feature.
Call Barring Levels are established by your Administrator to define the calling privileges that will be assigned to each individual number.
Actions in Web Portal
Step 1: Click Settings
Step 2: Click Calls
Step 3: Click Call Blocking
Select/Deselect options as needed
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Contact
Features
Speed Dial
Short Codes
Short Codes allows your
Administrator to set up three digit or four digit codes to quickly dial common numbers. The Short Codes are then available to all users in the Business Group. The three digit and four digit codes are required to prevent duplication of Short Codes.
> Speed Dials >New Speed Dial
One digit codes range from 2–9. Two digit codes range from 20–49.
Type in the number to be dialed.
Press “Add”.
NOTE: Include all numbers needed to dial out, eg: 9 + area code + number.
Using Speed Dial
Dial the speed dial number then press
“Dial” on phone.
To delete Speed Dial: Under Speed Dial, press the black X next to the speed dial to be removed.
Press “Apply”.
NOTE: Configuring a button on phone is possible from Phone Profile. Just enter the speed dial code and save to the phone.
Click-to-Dial
> Click-to-Dial
This feature allows you to initiate calls by clicking the “Click-To-Dial” button that appears on each screen in Web Portal.
> Speed Dial
Calls can be initiated by clicking on a number or name in your contact list or call list.
The Click-To-Dial feature allows you to initiate calls using your computer.
RCN Hosted Voice then rings your primary phone (or, if you have chosen to allow it, another number of your choice, for example a mobile phone, or a number that you manually enter).
When the you answer the phone, RCN Hosted Voice dials the contact as with a normal phone call.
The status of the Click-To-Dial call is displayed in a pop-up throughout the call, and you can hang up with a single click at any point.
Contacts > Contact List >
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Phone Set
Features
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*
1 1*
1 2Call Pickup allows a subscriber on a Business Group Line to pick up an incoming call to any other line within a pre-defined group by dialing an access code.
Directed Call Pickup is a service that allows you to answer a call that is ringing on another line in the same business group. Additionally, some SIP phones can monitor the status of a line using Line State Monitoring. This means that, for example, an executive assistant can see when calls are made to the CEO, and pick them up when he is busy.
In order to use this feature, you will need to enable Directed Call Pickup and Line State Monitoring.
Call Pickup
Directed Call Pickup
1. Pick up non-ringing phone, dial either:
Once setup, simply dial
immediately followed by business line extension. The call will be picked up on your line.
2. Ringing call will appear on the phone
CALL PICKUP
OR
Web Portal
Web Portal
Conference: phone feature 1. After receiving an incoming call 2. Press
3. Enter the number you wish to conference in
4. Press
NOTE: A split button will appear on the phone, this will allow the conference to be split into two separate lines. This feature is optional.
5. Third party picks up
6. Press all three parties are now on the line together
Conference: phone feature 1. After receiving an incoming call 2. Press
NOTE: This defaults to warm transfer. Optional Blind button will appear on phone. Blind transfer option means the original call is immediately sent to the third party. The transferor is never connected to the third party.
3. Type number to transfer 4. Press
5. Once the third party picks up 6. Press again, this completes the transfer
This service allows a subscriber on a Business Group Line to put a call on hold so that any member of the same Business Group can pick it up later.
NOTE: Only one call per orbit; only able to config- ure one orbit per phone “Orbit” An Orbit is like a space ship. You put it into orbit around the earth.
It stays there until its “retrieved” by mission control.
Call Park
Do Not Disturb
Three Way Calling
*
9 51. During a call, press:
CALL PARK
CONFERENCE
TRANSFER
TRANSFER CONFERENCE
SEND
SEND
OR
*
9 7*
7 8*
7 94. Pickup phone from any other phone in business group, dial:
CALL PARK
OR 2. Press TRANSFER
3. Press TRANSFER
(prompt will play)
Star Key doesn’t work UNLESS you dial with the orbit code (e.g. *971000)
This is a button on the phone that puts the line on standby.
DND
DND
Activation
Deactivation
rcn.com/business
• How-to videos
• Video tours of Hosted Voice
• Downloadable guides
• Hosted Voice portal access login
Have more questions?
rcn.com/business/contact-us
We’re here to help. Follow the URL above to chat live, or call 877.RCN.7000.
Webinars
rcn.com/business/webinars
Webinars are informative and led by a live instructor. Check web site for schedule.
Hosted Voice Portal Help Click on gear icon
Access the help section by clicking on the upper right corner and selecting help.
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