VoiceManager User Guide Release 2.0

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VoiceManager User Guide

Release 2.0

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Cox Communications Policies Terms and Conditions

Customer Obligations/911 Disclaimer

Refer to item (8) of the Cox Communications Policies, Terms and Conditions, Customer Obligations for information regarding the 911 Disclaimer. The disclaimer states:

“Cox may provide a modem with backup battery power for telephone service that requires a telephone cable modem to receive telephone service. That modem will remain the property of Cox and must be returned upon disconnection of Service. In the event of a power outage, your telephone Service will continue to operate for up to eight hours with the backup battery that Cox provides. If Cox does not provide a modem or backup battery power for Cox Services utilizing a telephone cable modem, you must provide it and it will remain your responsibility in all respects. If (i) the modem that supplies your telephone Service is disconnected or moved, (ii) the backup battery is not charged or otherwise becomes inoperable, or (iii) there is an extended power outage, telephone Service, including access to E911, will not be available.

Cox uses your telephone Service address to identify your location for E911 Service. To ensure that E911 dispatch receives your correct address, the telephone modem should not be moved, even inside your home. You must notify Cox in advance if you would like to move or relocate your telephone Service.”

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 users receive. The link that is highlighted should be used to access VoiceManager’s MyAccount.

Figure 1. Welcome Email (sample)

Complete the following steps to log onto VoiceManager’s 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 Save.

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Accessing the Web Portal

You can access the MyAccount web portal in VoiceManager 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

Feature Description Benefits

Anonymous Rejection enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID.

By activating the service, callers without available Caller ID are informed that the user is not accepting calls at that time. The user’s phone does not ring and they do not see or hear any indication of the attempted call. This service does not apply to calls from within the group.

You have the option to activate and deactivate the service by accessing the feature either within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone.

Privacy — Only identified callers are accepted;

those without identification don't ring through to your phone. You choose which calls to accept.

Efficiency — Anonymous Call Rejection helps you avoid unwanted calls so you can manage your time more effectively.

Effortless — You can turn this feature on in seconds with the click of a mouse.

Setup

1. From the Voice Tools menu, click the Incoming Calls option.

2. Click the Anonymous Rejection link.

3. Click the Anonymous Call Rejection On button to activate this feature. (Note: You may

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Answer Confirmation

Answer Confirmation allows the user to enable answer validation for all Simultaneous and Sequential features. The feature is automatically added to all user packages and the default provision setting is “off”; therefore, you must manually turn it on to activate. It is used in conjunction with Simultaneous Ring or Sequential Ring features.

When you turn it on and receive a simultaneous ring or sequential ring to a device you have configured, the caller hears the message, “please push any key to continue this call”. This message notifies you that you are about to answer a VoiceManager business call. If you press any key, you are connected to the caller. If you hang up the call without pressing a DTMF key, the call is disconnected. (Note: This is useful to avoid a mobile phone answering with voicemail.)

Auto Callback

Automatic Callback allows you to request notification when a busy line within your group becomes available. A distinctive ring notifies you when the user is available.

Convenience — Eliminate the need to repeatedly dial a user in your firm to check if they are

available.

Efficient — Establish better and faster communications within your company.

Setup

1. From the Voice Tools menu, click the Outgoing Calls option.

2. Click the Automatic Callback link.

3. Click the Automatic Callback On button to activate this feature. (Note: From your phone, you may elect to use feature access code #80# to deactivate.)

4. Click OK to save.

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Barge-In Exempt

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

Privacy — Maintain your current phone call without possibility of interruption from callers with barge-in capability.

Convenience — Turn feature on or off with the click of a button.

Setup

1. From the Voice Tools menu, click the Call Control option.

2. Click the Barge-In Exempt link.

3. Click the Barge-In Exempt On button to activate this feature.

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Call Forwarding Always

Call Forwarding Always enables you to redirect incoming calls to another phone number.

You may activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If you activate the feature, you must specify the telephone number to which the calls will be forwarded.

Within the web interface, a ring reminder option alerts you that this service is still activated.

Availability — Enables key personnel to be available even when they are out of the office.

Mobility — Increases employee mobility without reducing communication. Decreases the risk of missing an important call.

Coverage — Equips other resources to manage calls when a key resource is away.

Setup

1. From the Voice Tools menu, select the Incoming Calls option.

2. Click the Call Forwarding Always link.

3. Click the Call Forwarding Always On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *72# to activate and *73# to

deactivate.)

4. Enter the telephone number that you want calls forwarded to in the Calls Forward to phone number field.

5. Check the Play Ring Reminder when a call is forwarded checkbox if you want an alert ring to sound on your phone to remind you that the call has been forwarded.

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Call Forwarding Busy

Call Forwarding Busy allows you to forward your incoming calls to a different number when your phone is busy.

Use this service when you want another person to receive the call instead of the caller being sent to your voice messaging box.

You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If activated, you must specify the forwarding number.

Coverage — Instead of having callers sent to your voice mail, program your phone to ring another person to maintain a more individual approach.

Focus — Stay focused on your tasks and decrease the chance of missed deadlines.

Setup

2. Click the Call Forwarding Busy link.

3. Click the Call Forwarding Busy On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *90# to activate and *91# to deactivate.)

4. In the Calls Forward to phone number field, enter the telephone number that you would like your calls forwarded to when you are on another line.

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Call Forwarding No Answer

Call Forwarding No Answer allows you to forward your calls to a different phone when you do not answer your phone within a predetermined number of rings.

Use this service to ensure the call is answered rather than having it sent to a voice messaging system or missing the call.

You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If activated, you must specify the forwarding number.

Service — Instead of making callers leave a message, you can instantly provide another answering option.

Availability — Keep in touch regardless of your location and minimize caller frustration if you are unable to answer your calls.

Setup

2. Click the Call Forwarding No Answer link.

3. Click the Call Forwarding No Answer On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *92# to activate and *93# to deactivate.)

4. Enter the Call Forward No Answer phone number.

5. Select the number of rings you prefer before the call is sent to the forwarded number.

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Call Forwarding Not Reachable

Call Forwarding Not Reachable allows you to forward all of your incoming calls to a different phone number when the phone system is not operational; for example, due to a power outage, cable cut, or device connection issue.

Continuity — Enables calls to be answered during an outage or disaster recovery situation.

Automatic — After initial set up, 24x7 Business Continuity occurs automatically on all routing.

Flexibility — The telephone number used for routing calls can be changed instantly from any internet connection.

Setup

2. Click the Call Forwarding Not Reachable link.

3. Click the Call Transfer Recall On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *94# to activate and *95# to deactivate the feature.)

4. Enter the Call Forward To phone number.

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Call Forwarding Remote Access

Call Forwarding Remote Access enables users to activate, deactivate, and program their Call Forwarding Always service from any phone via their voice portal.

Convenience — Manage how your calls are forwarded from any location.

Ease: Change your call forwarding option, activate and deactivate the feature and change the destination to which calls are forwarded through a one-digit touch.

Setup

1. From your phone, dial the 10-digit Voice Portal number provided by Cox Business.

2. At the prompt, enter your 10-digit VoiceManager number followed by the # key.

3. At the prompt, enter your passcode followed by the # key.

4. Press 4 to change your Call Forwarding option.

5. Press 1 to activate Call Forwarding.

6. Press 2 to deactivate Call Forwarding.

7. Press 3 to change the Forwarding Destination.

8. Press * to return to the previous menu.

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Call Forwarding Selective

Call Forwarding Selective allows you to forward specific calls matching pre- defined criteria to a different phone number.

The criteria for Call Forwarding Selective entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. For example, all business calls from area code 704 could

automatically be forwarded to a specific person or hunt group; or a call from the user’s home number from 2:00-3:00 p.m.

on Tuesday can be forwarded to your cell phone.

All criteria for an entry must be true for the call to be forwarded.

Speed — Eliminate playing “phone tag” and having to return messages. You can get your calls without having to give callers different numbers to try and locate you.

Control — Define which callers can reach you and those that can’t. Take the guess-work out of your decision to answer the phone.

Setup

2. Click the Call Forwarding Selective link.

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7. Designate the phone number types or specific numbers you want to answer in the Calls From section.

8. Click OK.

9. Click the Call Forwarding Selective On radio button.

Call Hold

Flash Call Hold allows you to dial a feature access code to hold and retrieve calls.

To hold the call, click the Flash button or switch hook once then dial the feature access code, *22#.

You can then make another call while the first call is held. Press the Flash button followed by *22# to toggle between active and held calls.

Availability — Ensure important calls are not missed if you are engaged in a call.

Flexibility — Address those calls that are of a more urgent nature and discuss call-back times for those that are not.

Setup

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

2. Dial feature access code *22# to place the call on hold.

3. Make a second call. (Note: To toggle between calls, press the Flash button and dial *22#.)

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Call History

Call History enables you to view telephone numbers from calls that 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.

Convenience — Dial calls automatically with the click of a mouse.

Information — Access contact information instantly on recent call dialed, received, or missed.

Setup

1. From the Voice Tools menu, click the Personal Call Manager link.

2. Click the Call History tab.

3. Select Missed Calls, Received Calls, or Dialed Calls to view the calls in those categories.

4. You may place a call to that number immediately by clicking the number link.

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Call Notify

Call Notify sends you an email alert for all incoming calls that meet criteria you have specified.

Each Call Notify profile can include up to 12 numbers or digit patterns (such as area codes) and a specific time schedule.

Urgency — Provide a reminder alert to your smart phone on any high priority business calls you miss.

Balance — Customize setup options to include calls from family and friends to ensure

appropriate follow up.

Setup

2. Click the Call Notify link.

3. Input the email address to which the notification should be sent.

4. Click Apply and Add.

5. Enter a name for this selective call type in the Description text field.

6. Click the radio button to designate whether you want to be notified or not.

7. From the drop-down menu, select the time schedule that you want to enable for call notification.

8. Designate the phone number types or specific numbers for which you want to be notified. Click OK to save the profile.

9. Select the Active box for the Call Notify profile you wish to use.

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Call Park

Call Park enables you to answer a call and park it (place it on hold) so a party at another extension can retrieve it.

If you have the Music On Hold feature, it can be enabled for all callers who are parked to hear while they are waiting to have their call answered.

Flexibility — Hold and retrieve calls from any phone in the facility.

Service — Answer and hold important calls for other team member until they are available to speak with the caller.

Setup

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

2. Press feature access code *68# to park a call to your own line, or press *68 (without the # sign) and follow instructions to park the call on a different extension.

3. Hang up to park the call on that extension.

Note: To answer a call parked on your phone, dial feature access code *88# and then the # sign again. To answer a call parked on a different phone, dial feature access code *88# and follow instructions to park the call on that extension.

Call Park Retrieve

Re-connect with calls that are parked.

1. From your phone, press *88#.

2. Dial the extension where the call is parked and press # or press # if parked on the extension retrieving the call.

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Call Pickup

Call Pickup enables you to answer any line ringing within your Call Pickup Group.

Note: A Call Pickup Group is defined by the Group Administrator.

Convenience — Answer calls to any phone in the group from any other phone within the call pick-up group.

Customer Service — Ensure that customer calls are answered in the fewest number of rings.

Setup

1. From your phone, press feature access code *98# to answer calls for other phones within your group. (Note: The phone that has been ringing the longest in the Call Pickup Group is answered.)

Call Return

Call back the last incoming caller (for numbers available to VoiceManager).

1. From your phone, use feature access code *69# to dial the last incoming call automatically.

Call Transfer

Call Transfer allows you to transfer a call to another phone number inside or outside of the company.

This can be done from any flash-equipped phone, the VoiceManager Toolbar, or the Personal Call Manager portal.

Service — Transfer a caller to the right resource that can best serve them. Send calls to other parties with or without introducing the caller.

Setup

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To transfer a call:

1. Use the Flash button or the switch hook on the initial call.

2. Dial the telephone number or the extension of the person to whom you wish to transfer the call.

3. When the called party answers, you can connect all three calls by flashing your switch hook.

4. To drop out of the call and connect the other two parties, hang up the phone.

To set up advanced transfer features:

2. Click the Call Transfer link and click the Call Transfer Recall On radio button.

3. Set the Number of rings before recall you want the transferring call to ring before returning to you for re-answer.

4. Select the Enable Busy Camp On box and enter the time in seconds if you want to set a time limit for how long a blind transferred call will remain available to be directly answered.

For example, Employee A is configured (as shown in the image above) and they blind transfer a call to Employee C, who is engaged in a call, and has activated the Call Waiting feature. If Employee C ends the call within 30 seconds, the camped on call rings their phone immediately.

5. Click the Use Diversion Inhibitor for Blind Transfer On radio button to prevent the call from being redirected to another destination or voice mail without providing information to the destination party.

6. Click the Use Diversion Inhibitor for Consultative Transfer On radio button to prevent the call from being redirected to another destination or voice mail when you provide information to the destination party.

7. Click OK.

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Call Waiting

Call Waiting allows you to answer another call while you are on the phone.

The caller’s line identification is provided if your phone is equipped with this capability.

You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone.

Productivity — Enables identification of important calls to address needs immediately.

Convenience — Decreases the chance of missing calls while on another line with the click of a button.

Setup

2. Click the Call Waiting link.

3. Click the Call Waiting On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *43# to activate and #43# to deactivate.)

4. Click OK to save. When a call comes in while you are on the phone, depress the Flash button to place the current call on hold and answer the second call.

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Calling Line ID Blocking per Call

Calling Line ID Blocking allows you to prevent your number from being displayed when calling numbers outside of your company. However, members of your group can see your number when they are called.

You have the option to activate and deactivate the service by accessing the feature either within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone.

Privacy — Prevent viewing of your calling line identification; and retain calling line anonymity while on the phone.

Choice — Show calling line information for specific calls when preferred.

Setup

2. Click the Line ID Blocking link.

3. Click the Block Calling Line ID on Outgoing Calls On button to activate this feature.

To activate Calling Line ID Delivery Blocking for all outgoing calls from your phone, dial feature access code *31#.

To deactivate Calling Line ID Delivery Blocking on all outgoing calls, dial feature access code #31#.

To block your Calling Line ID on only the next outgoing call from your phone, dial feature access codes *67#, followed by the outgoing call number.

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Calling Line ID Delivery — Internal

Internal Call Line ID Delivery enables the display of a caller’s identity inside the company or group,

Unless blocked by the user, VoiceManager delivers the available phone number and name of the internal caller.

You have the option to activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface or the MyAccount Portal.

Control — Decide whether or not to accept an internal company call and customize your greeting accordingly.

Setup

2. Click the Internal Calling Line ID Delivery link.

3. Click the Internal Calling Line ID Delivery On button.

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Calling Line ID Delivery – External

External Call Line ID Delivery enables the display of an outside caller’s identity to the user via any calling line ID-equipped phone or device.

Delivered information can include the caller’s phone number and name. This data is delivered only if available and if it has not been blocked by the caller.

You have the option to activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface or the MyAccount Portal.

Control — Decide whether or not to accept a call from an external caller and customize your greeting accordingly.

Setup

2. Click the External Calling Line ID Delivery link.

3. Click the Enable External Calling Line ID Delivery On button to activate this feature.

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Calling Name Delivery

Calling Name Delivery enables you to see an incoming caller's name if it is made available with the call.

Control — Identify the incoming caller’s name regardless of whether the caller is from inside or outside of your group.

Setup

2. Click the Calling Name Delivery link.

3. Click the Enable External Calling Name Delivery On radio button to display names of callers outside your group.

4. Click the Enable Internal Calling Name Delivery On radio button to display names of callers inside your group.

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Calling Name Retrieval

Calling Name Retrieval 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.

Control — Identify the name of a caller based upon unique information access, and then manage the call as appropriate.

Setup

2. Click the Calling Name Retrieval link.

3. Click the Enable Calling Name Retrieval On radio button to activate the feature.

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Calling Number Delivery

Calling Number Delivery enables you to see a caller's telephone number when they are trying to reach you.

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

Setup

2. Click the Calling Number Delivery link.

3. Click the Enable External Calling Number Delivery On radio button to display telephone numbers of callers outside your group.

4. Click the Enable Internal Calling Number Delivery On radio button to display telephone numbers of callers inside your group.

5. Click OK.

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Cancel Call Waiting per Call

Turn off Call Waiting to make an uninterrupted phone call. The Call Waiting service turns back on after the next outgoing phone call.

1. From your phone, press *70#.

Common Phone List

Common Phone List allows you to create and store a list of frequently called contacts that others in the company can access and call.

Click-to-dial capabilities are provided via the VoiceManager Toolbar and Personal Call Manager features.

Convenience — Create a customized list of contacts you may call at the click of a mouse from anywhere.

Productivity — Find and use frequently called phone numbers instantly.

Setup

To Input And Save Phone Numbers

1. From the Voice Administration menu, click the Utilities option.

2. Click the Common Phone List link.

3. Click Add.

4. Enter the contact’s Name and Phone Number.

5. Click OK. (Note: To modify an existing contact, follow steps 1-2 above and click the Edit link to the right of the contact’s name. Make the changes and click Save.)

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To Dial Common Phone List Numbers

2. Select the Group tab.

3. Select the Number you wish to contact.

4. Click Dial. (Note: To eliminate this step and place the call when you click it, open the Settings tab and check the Use One-Click Dialing checkbox.)

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Custom Ringback User

Custom Ringback User enables callers to hear a media file when they call you.

Instead of ringing, they hear the message or music you specify until their call is answered or goes to voice mail.

Image — Enhance perception of callers related to unique business or customer service applications, by providing custom messaging or music for them to listen to until their call is answered.

Setup

1. From the Voice Tools menu, select the Incoming Calls option.

2. Click the Custom Ringback User link.

3. Click Add to create or Edit to modify an existing ringback profile.

4. In the Description field, enter the name you want to associate to this ringback profile.

5. Select the Play customer ringback radio button. From the Selected Time Schedule drop-

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Directed Call Park

Directed Call Park enables a user to hold a call by a specific extension number and pick up from any in-group extension.

Directed Call Pickup allows a user to hold a call against a specific extension and retrieve the call from any extension within the group.

Convenience – Answer incoming calls ringing on any phone within your group without having to leave your desk.

Flexibility — You may park the call on the destination phone number and retrieve it from any extension in the group. You may also pick up the call that is parked on any extension in the group.

Setup

If you want to… Then…

Park a Call on a Different Extension 1. Press *68#.

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

Retrieve the Parked Call from Any Extension in the Group

1. Press *88#.

2. Enter the extension that the call was parked on.

Pickup a Directed Call from Any Extension in the Group

1. Press *97#.

2. Enter the extension where the call is ringing.

3. The call is transferred to the phone from which you are calling.

Directed Call Pickup

Directed Call Pickup allows you to answer a call ringing to a specific extension within the call pick-up group, instead of other calls that may be ringing within that call pickup group.

Note: A Call Pickup Group is defined by the Group Administrator.

Convenience — Answer an incoming call to another phone without having to leave your desk.

Priority — Answer a specific incoming call to the call pick up group first to ensure faster handling time and service.

Setup

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

2. Press feature access code *97# and the extension number of the phone you want to pick up.

3. Press the # sign again.

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Directed Call Pickup with Barge In

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.

Note: A Call Pickup Group and Barge In rules are defined by the Group

Administrator.

Convenience — Answer an incoming call to another phone without having to leave your desk.

Quality — Join a call in progress to monitor the quality of the communication and provide coaching or support.

Setup

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

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

3. Press the # sign again.

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Do Not Disturb

Do Not Disturb allows you to set your station as unavailable so that incoming calls are given a busy response.

You have the option to activate and deactivate the service by dialing a feature access code from your phone or configuring the service through your web interface. A status indicator on the Personal Call Manager identifies whether this service is enabled.

Productivity — Maintain your concentration because it stops your handset from ringing.

Convenient — Turn feature on and off with the click of a button.

Flexibility — Make outgoing calls even when the feature is activated.

How to Use

2. Click the Do Not Disturb link.

3. Click the Do Not Disturb On radio button to activate the feature.( Note: From your phone, you may elect to use feature access code *78# to activate the feature and *79# to

deactivate.)

4. Check the Play Ring Reminder when a call is blocked checkbox if you want an alert to remind you that the feature is still active.

5. Click OK.

Group Directory

Group Directory provides easy access to the names and phone numbers of people in the company; and any names and phone numbers added by the administrator to the common phone list.

Convenience — Find any employee’s phone number at the click of a mouse button.

Productivity — Find and use frequently called company phone numbers instantly.

Continuity — Obtain immediate and 24x7 access to employee and emergency numbers from any internet browser.

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Setup

2. Click the Group button.

3. Select the phone number link you wish to call and click Dial. If you have selected one-click dialing in the Settings tab, click the number link to bypass the click Dial step. (Note:

Employee/User numbers are automatically inserted into the Group Directory from MyAccount. All other names and numbers are from the common phone list feature, if configured.)

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Incoming Calling Plan (User)

Incoming Calling Plan for Users enables your company to set restrictions on the types of calls that your staff can receive. Permissions can be set up on a company- wide or user specific basis.

Cost — Reduce calling expenses by preventing collect calls from being accepted by a user.

Productivity — Prevent outside callers from reaching and speaking with a user that should be restricted to only internal calling Setup

1. From the Voice Administration menu, click the Users link.

2. Click Search to view the list of all users.

3. Click the Edit link next to the person you want to modify.

4. Return to the Voice Administration menu and click the Call Plans option.

5. Click the Incoming Call Plan link.

6. From the Calls From Within Group column, check the box to grant access so the user can accept calls from different group members.

7. From the Calls From Outside Group column, select Y, N, or P in the drop-down menus to define whether the user can accept or reject calls from external callers, or opt to accept transferred calls from another user.

8. From the Collect Calls column, check the box to grant the user the ability to accept Collect Calls.

9. Click OK.

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Last Number Redial

Last Number Redial enables you to redial the last number you called by dialing a feature access code from your phone.

Convenience and Speed — Save time having to remember or looking up the last number you called.

Setup

1. From your phone, use feature access code *66# to redial the last outgoing number.

Multi-Location Extension Dialing

VoiceManager customers with locations in different Cox Business markets in the same city or state or in different states can dial between the locations using a 4-digit extension dialing without incurring any local or long distance usage charges.

1. No setup configuration is required.

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Music On Hold - User

Music on Hold enables a user to allow their caller to hear company-provided music or messaging when the caller must be placed on hold.

This service can be used in conjunction with the Call Hold and Call Park features.

Courtesy — Make the time that callers must be on hold more pleasant. Hearing music or a message assures the caller they have not been cut off.

Awareness — Advertise your product suite and service offerings.

Ease — Turn feature off and on with the click of a button.

Setup

2. Click the Music on Hold link.

3. From the General Settings tab, click the Music on Hold On radio button.

4. Click the Group Defined Music or Customer Music File to define what you want the callers to hear. (Note: If you select the Custom Music File, click the Browse button to locate and upload the specific file.)

5. You may elect to click the Internal Calls Settings tab to play a different message or music for calls made to employees in your company. Check the Use Alternate Source for Internal Calls checkbox and repeat step 4.

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Outlook

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Integration

Outlook Integration enables users to incorporate their contacts from Microsoft Outlook for access via VoiceManager^® Toolbar and Personal Call Manager.

Outlook Contacts can be searched by name or company and the number called by use of a click-to-dial option. V-card information, if available, can also be displayed by clicking their name.

Efficient — Access all your contacts, including those in Outlook, from a single interface.

Convenience — Click an Outlook contact and automatically dial their number with ease.

Setup

1. For initial setup, from the Voice Tools menu, click the Client Applications option.

2. Click the Outlook Integration link.

3. Click the Outlook Integration On radio button to activate this feature.

4. Select how you want to incorporate your contacts’ information by clicking either Retrieve Contacts From Default Contact Folder Only or Retrieve All Contacts.

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Personal Call Manager

Personal Call Manager is a web-based tool in MyAccount. When connected to any direct dialed phone, it provides feature-rich calling capability whether you are in the office or working remotely.

Mobility — From an Internet browser, make and receive calls when you have access to a phone that can be dialed directly.

Convenience — Through a single computer screen, you can initiate and receive calls as if you are at your desk. With the click of the mouse, calls can be: speed- dialed, placed on hold, transferred, conferenced or sent to voice mail.

Setup

1. From the Voice Tools menu, click the Personal Call Manager link in the upper right corner to open the screen. (Note: The Service Status checkboxes, Do Not Disturb (DND), Call Forwarding Always (CFA) and Remote Office (RO) are selected based on settings you have configured previously.)

2. Choose your availability status from the Profile drop-down menu. This menu reflects any settings you have configured in the Personal Status Manager feature.

3. Enter a phone number in the Enter Phone Number field and click Dial to initiate a call.

4. Click the Group tab to display a list of all users in your business group or enterprise.

From the Personal or Call History tabs, you can click a phone number link to: initiate a call, redial a previous incoming / outgoing call, transfer, send a call to voice mail, answer the call, place a new call on hold, conference, or end the call.

5. Within the active tabs labeled Group, Personal, Call History or Outlook, outbound calls can be made to any telephone number there by clicking on the phone number link. (Note:

These features are detailed in their respective feature pages.)

6. Within the Options tab, current configurations are available to activate one-click dialing, and in Outlook, be able to open a journal entry on incoming / outgoing calls and load contacts from your computer.

7. Close the window by clicking the red X in the upper right corner.

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Personal Phone List

Personal Phone List allows you to create a list of your contacts’ names and phone numbers that you can call with a click-to-dial feature.

Convenience — Create a customized list of contacts you may call at the click of a mouse.

Productivity — Find and use frequently called phone numbers instantly.

Setup

To Input and Save Phone Numbers

2. Click the Personal Phone List link.

3. Click Add.

4. Enter the Name and Phone Number in the fields

5. Click OK. (Note: To edit entries, click the Edit link to the right of the contact you want to modify. Make the desired changes and select Save.)

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Personal Status Manager

Personal Status Manager allows you to control your inbound calls through four pre-configured profiles: in the office, out of the office, busy, or unavailable.

These profiles can be changed quickly from any Internet browser, and can be activated online or from any phone, anywhere using the Voice Portal feature.

Choice — Manage your incoming calls based on four business scenarios that enable you to customize call management from a remote location.

Ease — “Set it and forget it”, or instantly change the routing of your calls with a single setting.

Setup

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1. From the Voice Tools menu, click the Incoming option.

2. Click the Personal Status Manager link.

3. From the Current Profile drop-down menu, select the type of profile you want to configure and insert values in any section of the screen. (Note: Personal Status Manager takes precedence over other service settings associated with processing incoming calls. You can use the Voice Portal feature to activate any of the four calling profiles from a telephone.) 4. Click OK.

Priority Alert

Priority Alert allows you to make your phone ring with a different cadence on calls based on your pre-defined criteria.

Use this service to alert you when a call from a specific telephone number or digit string (such as area code) is trying to reach you.

Service — Provides you with a quick way to identify high priority calls.

Convenient — Provides time range distinctions when you want to answer calls; and governs your time by limiting interruptions.

Setup

2. Click the Priority Alert link.

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number, Any unavailable number, and up to 12 Specific phone numbers or digit strings to trigger the Priority Alert feature. For example, in using the (?) sign as a wild card character, if you entered the digit string 404???????, any call from the 404 area code triggers the Priority Alert feature.

8. Click OK.

Remote Office

Remote Office allows you to use your home phone, your cell, or any direct dialed number as your business phone. All calls coming to your business line will ring this remote office phone.

When you use Personal Call Manager, you can also make calls from the remote phone and have them billed to your business.

Mobility — Use your office number to make and receive calls anywhere in the world.

Costs — Reduce facility costs by enabling employees to work from home. Use company long distance service instead of more costly calling options.

Productivity — Eliminate office interruptions by allowing you to work from anywhere and manage communications as though you are in your office.

Setup

2. Click the Remote Office link.

3. Click the Remote Office On button to activate this feature.

4. In the Remote Phone Number field, enter the telephone number that you want your calls sent.

Note: Use Remote Office in conjunction with Personal Call Manager to place outbound calls that use your office Calling Line ID and also bill to the company.

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Selective Call Acceptance

Selective Acceptance allows you to receive calls that meet pre-defined criteria.

The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule.

All criteria for an entry must be true for you to receive the call.

Control — Authorize calls you will answer.

Provide time range distinctions for when you want to accept or decline certain calls to govern your time by limiting interruptions.

Setup

2. Click the Selective Acceptance link.

3. Click Add.

4. In the Description field, enter a name for this selective call type.

5. Click the Accept call or Do not accept call radio button to define what calls to accept.

6. From the Selected Time Schedule and Selected Holiday Schedule drop-down menus, select the time or holiday schedule for which you want to activate a call acceptance rule.

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Selective Call Rejection

Selective Rejection allows you to decline calls that meet pre-defined criteria.

The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule.

All criteria for an entry must be true for you to reject the call.

Control — Prevent calls you do not want to answer from reaching you. Provide time range distinctions for when you want to reject or not reject certain calls to govern your time by limiting interruptions.

Setup

2. Click the Selective Rejection link.

3. Click Add.

4. In the Description field, enter a name for this selective call type.

5. From the Selected Time Schedule and Selected Holiday Schedule drop-down menus, select the time or holiday schedule that you want to activate a call rejection rule.

6. Designate the phone number types or Specific phone numbers for which you want to reject or accept calls.

7. Click OK. (Note: Callers that meet the criteria of this rule hear a voice response message that you are not accepting calls.)

Note: Once a Selective Acceptance profile has been added, you can check or uncheck the Active box to apply the rule you created.

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Sequential Ring

Sequential Ring enables users to define a

“find-me” list of phone numbers that are alerted sequentially for incoming calls that match specified criteria.

While the service searches for the user, the calling party is provided with a greeting followed by periodic “find-me” comfort announcements.

Coverage — Enable important calls to your office that cannot be answered to route in a preferred sequence to your cell, your home phone, or other numbers instead of voice mail.

Service — Minimize caller frustration if you are unable to answer your main line. Enable the caller to have a better experience while waiting for their call to be answered.

Setup

2. Click the Sequential Ring link and click the Use Base Location first checkbox, if you want that number to be called first.

3. Select the Number of rings you prefer before the call rings the next line.

4. Enter the telephone numbers for Sequential Ring and select the number of rings you want to

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Simultaneous Ring Personal

Simultaneous Ring Personal rings multiple phone numbers in addition to your primary phone when you receive a call.

Service — Minimize calls missed from customers and other important callers.

Mobility — Receive office calls immediately regardless of where you are.

Setup

2. Click the Simultaneous Ring Personal link.

3. Click the Simultaneous Ring Personal On button to activate this feature.

4. Choose Don’t ring my Simultaneous Ring numbers if I’m already on a call to activate that rule.

5. Enter up to 10 phone numbers that you want to ring simultaneously when you receive a call to your office line.

6. Select the Answer confirmation required checkbox to prompt the answering party on that line to enter a confirmation digit to answer the call. (Note: We recommend that you use this option to prevent an unanswered call from going into a voice mailbox that may be

associated with another line.)

7. If the specific telephone number or time of day rules are not needed, click OK to save the configuration.

8. If the specific telephone number or time of day rules are needed, click Add and enter text in the Description field to define the Simultaneous Ring feature.

9. Click the Use simultaneous ring personal or Do not use simultaneous ring personal radio button to define the action you want to use based on the specific telephone number or time of day rules.

10. From the Selected Time Schedule and Selected Holiday Schedule, choose the schedule to want to use.

11. In the Calls from section, select the radio button next to Any phone number or Following phone numbers. If Following phone numbers is selected, you can select Any private number, Any unavailable number, and up to 12 Specific phone numbers or digit strings

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to trigger the Simultaneous Ring Personal feature. For example, in using the (?) sign as a wild card character, if you entered the digit string “404???????”, any call from the 404 area code triggers the Simultaneous Ring Personal feature.

12. Click OK.

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Speed Dial 8

Speed Dial 8 allows you to set up single digit dialing for up to eight (8) frequently called phone numbers.

With Speed Dial 8, numbers can be programmed into the system through the online portal or from your desk phone.

Likewise, one-digit dialing on any of the programmed numbers can be done from the phone connected to your line, or from the Personal Call Manager portal.

Productivity — Use a one-digit code to dial up to eight (8) phone numbers from your phone or remotely through Personal Call Manager.

Flexibility — Add, remove, or change speed dial numbers as necessary by highlighting and deleting, or changing the number and name.

Setup

Program numbers into the system from the Web Portal

1. From the Voice Tools menu, select the Outgoing Calls option.

2. Click the Speed Dial 8 link.

3. Select one of the Speed Codes.

4. Enter the telephone number and name to assign to the code and click OK to save. (Note: When programming a toll free number, such as “800”,

“866”, etc., place a “1” as the first digit of the number.)

Make a call from the MyAccount portal

1. From the Voice Tools menu, select the Personal Call Manager link and place the cursor in the Enter Phone Number text field.

2. Enter the one-digit code of the number you want to call and press #.

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Program numbers into the system from your phone

1. From your phone, press the feature access code

*74#.

2. When you hear the dial tone, enter the one-digit code of the number you want to program, followed by the complete number and the # key. (Note:

When programming a toll free number, such as

“800”, “866”, etc., place a “1” as the first digit of the number.)

Make a call from your phone 1. When you hear the dial tone, press the one-digit code of the number you want to call and press #.

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Speed Dial 100

Speed Dial 100 allows you to set up two- digit dialing for up to 100 frequently called phone numbers.

With Speed Dial 100, numbers can be programmed into the system through the online portal or from your desk phone.

Likewise, two-digit dialing on any of the programmed numbers can be done from the phone connected to your line, or from the Personal Call Manager portal.

Productivity — Use a two-digit code to dial any of up to 100 phone numbers from your phone or remotely through Personal Call Manager.

Flexibility — Add, remove, or change speed dial numbers as necessary by highlighting and deleting, or changing the number and name.

Setup

Program numbers into the system from the Web Portal

5. From the Voice Tools menu, select Outgoing Calls option.

6. Click the Speed Dial 100 link.

7. Click Add.

8. From the Speed Code 100 drop-down menu, select a two-digit value to assign to the telephone number.

9. Enter a description and telephone number to assign to the code.

(Note: When programming a toll free number, such as “800”, “866”, etc., place a “1” as the first digit of the number.)

Make a Call from the Web Portal

4. Place your cursor in the Enter Phone Number text field.

5. Press # and enter the two-digit code of the number you want to call.

6. Click Dial to call.

Program numbers into the system from your phone

1. Press *75#.

2. When you hear the dial tone, enter the two-digit code of the number you want to program, followed by the complete telephone number and #. You will receive a voice prompt that the speed dial was programmedsuccessfully. (Note: When programming a toll free number, such as “800”, “866”, etc., place a “1” as the first digit of the number.)

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Make a Speed Dial 100 Call from Your Phone

1. When you hear the dial tone, press # and the two-digit code of the number you want to call.

2. Press # to call.

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Standard Voice Mail

Standard Voice Mail provides your callers with the option to leave a private recorded message when you cannot answer their call.

You are able to create and select the

customized greeting you wish to play, and have your own password-protected access to listen to recorded messages and make changes to service options.

Coverage — Capture information left by callers when you are unable to answer your phone and review it at your convenience.

Privacy — Safeguard access to your voice mail messages through a unique passcode.

Setup

To activate your voice mail service from your office phone:

1. Dial the Cox Voice Mail Access Number for your area that has been provided by your Cox Representative.

2. Review the tutorial for steps on how to create your password, record your name, and record your personal greeting. (Note: Your password must be between 4 and 7 digits in length.)

To activate your voice mail service from a non-business phone:

Check that you have your temporary password that has been provided by your Cox Representative and follow steps 1-2 above.

Once you activate your voice mail service, you can make changes through a Telephone User Interface or MyAccount.

1. From the Voicemail Portal Tools menu, click the Messaging Controls option.

2. Click the Voice Portal Password link.

3. Click Voice Mailbox Passcode Management Preferences.

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4. Enter your new passcode in the Type New Passcode field and enter it again in the Re-type new passcode field.

5. Click OK.

6. Use the Voice Mailbox Preferences window to modify your mailbox configuration.

7. From the Voicemail Portal Tools menu, click the Messaging Controls option.

8. Click the Voicemail Preferences link.

9. Click the Voice mailbox status on or off button; select how you want to manage incoming calls in the Voice call preferences section; and choose the number of rings you want before the caller hears your greeting in the Number of rings before greeting drop-down menu.

10. Click Save.

11. Assign your voicemail greeting from the Messaging Controls window.

12. Click the Greeting link.

13. Click the radio button to the left of the greeting you want callers to hear.

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Three-Way Calling/Consultation Hold/Call Transfer

Three Way Call allows you to conference with two other parties on the phone simultaneously.

A conference call participant may be added or released from any call.

Productivity — Get the right people together in real-time to make decisions quicker.

Convenience — Add and remove people on a call by simply pressing the switch hook/flash button, or the click of a mouse in the MyAccount portal.

Setup From Phone

1. Press the switch hook or Flash button on your phone to hold the initial call.

2. Enter the complete phone number or extension of the third party. (Note: You can press the

# key to signal the end of the phone number or extension.)

3. When the call is connected, press the switch hook or Flash button again to connect all calls.

4. To drop the add-on party, press the switch hook or Flash button again. (Note: If one of the callers hangs up, the other callers remain connected.)

Setup From Personal Call Manager

1. Answer or initiate first call.

2. Answer or initiate second call. This action will automatically place the first call on hold.

3. Click Conference.

4. All calls are connected.

NOTE: While engaged in an active conference call, click the Transfer button. The two calls remain connected and you are disconnected.

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Time Schedule (Personal and Holiday)

Time Schedule at the Personal level enables you to customize how your incoming calls are managed based on your preconfigured calendar.

Time Schedules are created as events which can be based on holidays, date, day of week, and time of day. You can also set up recurring pattern options as necessary.

Convenience — Customize your personal schedule to trigger how your incoming calls are managed.

Efficiency — Build or edit your Personal Time Schedules once to avoid duplicating your efforts for each calendar you select.

Add, change or delete time schedules with just a few clicks of your mouse.

Setup - Time Schedules

1. From the Voice Tools menu, click the Profile option.

2. Click the Schedule link and click Add to create a new schedule.

3. In the Schedule Name field, enter a description for the time schedule. Click the radio button to designate whether the Schedule Type represents Time or Holiday hours and click OK.

4. Click the Schedule Name link and click Add and enter a more detailed description of the time schedule name in the Event Name field.

5. Enter the Start Date and Start Time along with the End Date and End Time. (Note: You may elect to check the All Day Event checkbox.) If applicable, select a recurrence pattern from the Recurs drop-down menu.

6. Populate the corresponding fields to define when the schedule repeats and click OK.

7. Delete an existing Personal time schedule by checking the checkbox to the left of the Schedule Name you want to remove and click OK.

8. Modify an existing Personal Schedule by clicking the Edit link to the right of the Schedule Name.

9. Click the Event Name and revise the schedule as needed. (Note: Users cannot edit or delete Group Schedules.)

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Setup –Holiday Schedules

1. Follow steps 1-5 on the previous page, but click the Holiday radio button in step 3 and click OK.

2. Enter the Start Date / Start Time and the End Date / End Time. Select AM or PM from the drop-down menu. (Note: You may elect to check the All Day Event checkbox if applicable.) 3. From the Recurrence Pattern section, select an option to define if and when you want the

Holiday to repeat. The options are Never, Daily, Weekly, Monthly and Yearly. Based on the selection you choose, you will be prompted to populate associated values.

4. Click OK.

Application Note: Time and Holiday Personal Schedules can be used with several VoiceManager features including: Auto Attendant, Call Notify, Custom Ringback, Priority Alert, Selective Call Acceptance, Selective Call Rejection, Selective Call Forwarding, Simultaneous Ring, and Sequential Ring.

VoiceManager User Guide Release 2.0