Charter Business Hunt Group Administrator Start-up and Quick Reference Guide

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Charter Business

Hunt Group Administrator Start-up and

Quick Reference Guide

This guide is designed to help company telephone administrators manage the most common tasks related to initial set-up and on-going maintenance of Hunt Groups. It includes specific guidance and instructions on how to:

1. Verify Lines in a Hunt Group 2. Add lines to a Hunt Group 3. Remove lines from a Hunt Group

4. Add Directory Number Hunting (DNH) to a line 5. Remove Directory Number Hunting (DNH) from a line

6. Voice Messaging Group/Hunt Group Voicemail – Initial Set-up 7. Voice Messaging Group/Hunt Group Voicemail – Retrieve Messages 8. Hunt Group Call Forwarding & Number of Rings

Verify Lines in a Hunt Group:

Charter has built the initial set up for your Hunt Group based on the information provided during the order entry process. You should verify that the correct phone lines are included in your Hunt Group.

Step 1:

Log in to the Charter Business Portal as an Administrator and click on the Voice

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Step 2:

Once logged in as an administrator you will see the following page.

Step 3:

Select “Services” from the left hand navigation column.

Step 4:

Select “Hunt Group” from the available Basic Services list.

Step 5:

Select Edit on the line that displays your Hunt Group name.

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Add Lines to a Hunt Group:

Step 1:

Follow Steps 1 – 7 above from “Verify Lines in a Hunt Group” and you will see the following page.

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Step 3:

You will see the following screen where any additional “Available Users” will be displayed in the box on the lower left of the screen.

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Remove Lines from a Hunt Group:

Step 1:

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Add Directory Number Hunting (DNH) to a Line

Directory Number Hunting

Individual phone lines can be set to have calls to that individual line roll into the Hunt Group if not answered initially by the user of that direct line. This feature is called Directory Number Hunting (DNH). When DNH is set on a line, all unanswered calls to that line will be directed to the next line in the Hunt Group. Calls to a line with DNH will not reach an individual voicemail box. DNH lines also lose the ability to call forward their line. Any line that does not have DNH set will still receive Hunt Group calls if that line is part of the Hunt Group.

Step 1:

Step 2:

Select Directory Number Hunting from the Advanced section of the profile page.

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Remove Directory Number Hunting from a Line

Step 1:

Step 2:

Select Directory Number Hunting from the Advanced section of the profile page.

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Voice Messaging Group/Hunt Group Voicemail – Initial

Set-up

Access to and control of Hunt Group Voicemail is provided by both the Online Control Panel and through the Voice Portal.

IMPORTANT NOTE: The following procedures only apply to setting up and accessing a HUNT GROUP VOICEMAIL also known as VOICE MESSAGING GROUP. It is possible that your business is set up with only individual user voicemail. In that case, the set up and access procedures will be slightly different and you will need to review the Voice Portal Quick Reference Guide for individual users.

On the day of your new service installation follow these steps to set up your Hunt Group voicemail. Steps 1-7 below will be completed by accessing the Voice Portal through a Charter Business phone line located at your business premises. Steps 8 – 15 will be completed by accessing the Online Control Panel.

Step 1:

From any Charter Business phone line located in your business, dial “999” to reach the Voice Portal.

Step 2:

As you hear the automated greeting press the star button “*”

Step 3:

You will be prompted to enter your extension. Enter the extension for the Hunt Group which is typically “998”

Step 4:

If prompted to enter a PIN/pass code, enter “1234”. If prompted to enter a new PIN/pass code, select and enter the PIN/pass code of your choice.

Step 5:

If prompted, follow the voice instructions to record the Company Name then press #

Step 6:

At the Voice Portal main menu select option 1 to enter the Voicemail Menu

Step 7:

At the Voicemail Menu select options and follow the voice prompts to record both your Busy Greeting (option 2) and your No Answer greeting (option 3).

The following steps (steps 8 – 15) allow you to access and confirm additional settings for your Hunt Group Voicemail via the Online Control Panel. You will be able to turn voice messaging for the Hunt Group on or off. In addition, you can make selections on which Hunt Group calls are sent to voicemail (including the option to send all calls to voicemail). You can also select options to send email

notifications and/or copies (wav files) of messages. Finally, you can set an option to allow a caller that reaches the Hunt Group voicemail the option to press “0” and be directed to any phone number.

Step 8:

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Step 9:

Step 10:

Select “Services” from the left hand navigation column and you will see the following page.

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Step 12:

Step 13:

Select “Messaging” from the left hand side menu.

Step 14:

Select “Voice Management” from the Basic Messaging list.

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1. Turn the Voice Messaging for the Hunt Group on or off

2. Make selections on which Hunt Group calls are sent to voicemail (including the option to send all calls to voicemail).

3. Select options to send email notifications and/or copies (wav files) of messages

4. Set an option to allow a caller that reaches the Hunt Group voicemail the option to press “0” and be directed to any phone number that you enter on the screen below.

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Voice Messaging Group/Hunt Group Voicemail – Retrieve

Messages

Step 1:

From any Charter Business phone line located in your business, dial “999” to reach the Voice Portal.

Step 2:

As you hear the automated greeting press the star button “*”

Step 3:

You will be prompted to enter your extension. Enter the extension for the Hunt Group which is typically “998”

Step 4:

Enter your PIN/pass code

Step 5:

At the Voice Portal main menu, select option 1 to enter the Voicemail Menu

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Hunt Group Call Forwarding & Number of Rings

You can set the number of rings each line will ring before the call moves forward in the Hunt Group. Calls to a Hunt Group can also be forwarded to any phone number. This feature may be useful if you want to forward all Hunt Group calls to an after-hours answering service or to another company location that is open after all employees depart for the day.

Step 1:

Administration link. The Charter Business Voice Portal Login screen will be displayed. Login using the administrator login username and password that were provided in the welcome email sent to you on the day of installation. If you do not have the administrative login username and password, please contact the Customer Care Team.

Step 2:

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Step 4:

Select “Hunt Group” from the available Basic Services list.

Step 5:

Step 6:

Select “Profile” from the available “Basic” menu.

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1. “Send to next agent” - Make sure the check box is checked and select the number of rings by using the available drop down selection (3 rings is the default setting).

2. “Forward call after waiting” – Checking this box will forward all Hunt Group calls to the phone number that is entered in the “Call Forward to” box. The forwarding will occur after the number of seconds that is entered in the box. A typical “ring” lasts about 5-6 seconds so if you want the call to forward after “3 rings” you will enter 15 seconds. If the number of seconds is set to “0”, calls to the Hunt Group will immediately be forwarded to the forward to number and will not ring the Hunt Group lines.