Getting Started. Getting Started with Time Warner Cable Business Class. Voice Manager. A Guide for Administrators and Users

(1)

Getting Started

Getting Started with Time Warner Cable Business Class

Voice Manager

A Guide for Administrators and Users

(2)

How to Use This Guide

This “Getting Started Guide” for Time Warner Cable Business Class (TWCBC) Voice Manager is divided into three main sections for both Administrators and Users to allow you to find the most useful information when you need it.

Administrators

 Voice Manager Quick Start – Four short sections to get you started right away:

o Register o Login

o Set up Users and/or a Second Administrator o Manage Users

 Get to Know Voice Manager – More detailed information about Voice Manager, including:

o The Home page

o The Global Phone Settings tab, where you will enable and disable features for your phone lines¹

o The Billing tab, where you can connect with your Online Account Detail to view and pay bills

 Configure Voice Manager – Learn about the ways in which you can edit the settings of your phone lines, Voicemail, and other Voice features

Users

 Voice Manager Quick Start – Two short sections to get you started right away:

o Register o Login

 Get to Know Voice Manager – More detailed information about Voice Manager, including the Home page and your Voicemail

 Configure Voice Manager – Learn about the ways in which you can edit the settings of your phone lines, Voicemail, and other Voice features

(4)

Administrators

Quick Start for Administrators

Register

The first step is to register as an Administrator in Voice Manager. If you have already registered for My Account, you can use your My Account login credentials and skip to the “Login” section of this guide.

To create your Voice Manager Administrator Account, you will need the following information:

 Account Number - (This number is found on the installation receipt for new customers and the invoice for existing customers.)

 Customer Code - (This 4-digit code was created when you ordered your service. It can also be found on your Time Warner Cable sales contract and invoice, if you are an existing customer.²)

 Billing ZIP Code

Follow the steps below to register as the Administrator. The first ID that you create for your account will be the Primary Administrator in Voice Manager.

1. In your browser, navigate to http://voicemanager.timewarnercable.com.

2. Click the Create Account link in the lower right area of the log-in screen.

3. Enter your Email address and ZIP code. (Use the 5-digit billing ZIP code that is registered with Time Warner Cable Business Class.) Click the Continue button.

Figure 1: Create New Account Page

2 If you are unable to locate your customer code, please contact Time Warner Cable Business Class Customer Support at 1-866-TWC-4BIZ (1-866-892-4249).

(5)

4. This will trigger a validation Email to be sent to you with the subject: Welcome to TWCBC Registration. If you do not receive this Email, check your junk folders and/or try again to ensure your Email address was entered properly. If you still require assistance, please contact Time Warner Cable Business Class Customer Support at 1-866-TWC-4BIZ (1-866-892-4249).

5. Close the browser window or tab.

To create your Voice Manager account:

1. Open up the Email with the subject “Welcome to TWCBC Registration.” Click the link in the Email.

Your web browser should open a window or tab and navigate to a Complete Account Setup form that looks like Figure 2.

(6)

2. Enter your Account Number and Customer Code, which can be found near the top of your TWCBC invoice.

3. Enter a value for the User Name field. This will be your Username when logging into Voice Manager.

 Your Username can be a combination of letters and numbers, but must be between 5 and 64 characters and cannot contain special characters such as * or %, or spaces.

 We recommend using your Email address as your Username; this is easy to remember and convenient to use.

4. Enter the same value into the Password and Confirm Password fields.

 Choose a password that is both secure and easy for you to remember.

 Your password must be between 8 and 16 characters long and must contain one number. It cannot have any character repeated three times in a row.

 Your password cannot match your Username.

 Passwords are case sensitive.

5. Define your own questions and answers for Security Question 1 and Security Question 2.

 Security questions are used to verify your identity when resetting your password, or emailing your Username.

 These questions are unique to you and should be things you can easily remember, but are not easy for others to guess.

 Be sure to capitalize, punctuate, and spell your answers the way you are most likely to type them in again later.

 After your Security Questions and Answers are saved, they will not be displayed on the screen.

6. Read the Terms and Conditions, and if you agree, click the I accept check box.

7. Click the Continue button at the bottom of the page. When your new registration has been saved, you will be presented with a Login page like the one in Figure 3.

NOTE: After you have successfully registered and logged in (see next section), the My Profile link at the top of screen within Voice Manager takes you to the Registration Information page.

You can use the My Profile link to make edits to your information such as your security questions and password at any time.

(7)

Login

Access to Voice Manager requires secure authentication using a Username and password unique to each User.³ If you do not have a Username and password, please see the previous section, “Register.”

1. In your browser, navigate to: http://voicemanager.timewarnercable.com. You should be presented with a Login screen like the image in Figure 3.

Figure 3: Voice Manager Login Screen

2. Enter your Username and password into the Username and Password fields.

NOTE: You may also use the Forgot Username? or Forgot Password? links if you are having trouble remembering your Username or password.

3. Click the Remember Me checkbox if you are using a private computer and want Voice Manager to remember your login credentials in the future.

4. Click the Login button. The screen will look like Figure 4 while we verify your credentials.

(8)

Set Up and Manage Users and/or a Second Administrator

Voice Manager Administrators are able to provide access to Voice Manager for their company employees so they can manage their own phone settings. As a Voice Manager Administrator, you may designate one other User as a Second Administrator. This person will have the same privileges you have within Voice Manager. The Manage Users tab allows you to add, edit, or delete Users, including a Second

Administrator.

1. To add a User, click the Add New User button and follow the prompts (see step 3).

2. To view registrations that have not yet been completed, click the Pending Registrations button.

For security reasons, pending registrations will expire after 72 hours. If a registration has expired, or if you need to modify a User’s Email address or name, you can resend the request. Expired registrations will be automatically deleted from the history after 30 days, at which point the Administrator must create the new User again.

3. To edit a User once their account has been created, click Edit under the appropriate User on the Manage Users Home page (see step 5).

Figure 5: Manage Users Tab for Administrators

(9)

4. To create a Second Administrator or a User, navigate to the Manage Users tab and click the Add New User button.

a. Complete the fields in the Add User form with the User’s First Name, Last Name and Email address.

b. Click the Set as Administrator box (NOTE: Only if this individual will serve as the Second Administrator).

c. Click the Add User button.

Figure 6: Add User Functionality for Administrators

5. The Users you add will receive an Email invitation to complete their registration for Voice Manager. They will have 72 hours to complete registration before their unique link expires, after which time the Administrator must re-create the User in order to initiate the process again. Upon registering, the User will create a unique Username and password, which they will use to manage their Voice Manager settings.

(10)

6. On the Edit User page, you can edit the User’s:

a. Personal information b. Assigned phone line(s) c. Assigned group mailboxes

d. Accesses and permissions (click Suspend User, Delete User or Set as Administrator) NOTE: These options may not be available for every User, such as the Administrator. When you try to edit the Administrator, you will notice the only option is to Suspend User, because the Administrator cannot delete him/herself.

7. After editing the User’s information, click Save to keep your changes, or click Cancel to discard changes.

Figure 7: Edit User Functionality for Administrators

(11)

Get to Know Voice Manager

Home Page Overview

When you log in to Voice Manager, you will see the Administrator’s Home page, which is shown below.

The Home page features an Account Overview, which provides a summary of your Business Class Phone account. It shows all billable features and active phone lines on your account. Additionally, it shows the current Account Owner and how your account shows in our records.

NOTE: Features provided at no charge do not appear on this page.

Figure 8: Home Page Overview for Administrators

(12)

The following list highlights the major navigation options on the Home page.

In the top right portion of the screen, you should see a welcome message with your name, and the My Profile, Switch to User Mode, Help, and Log Out menu choices underneath.

You can use the My Profile link to edit your name and Username, change your password and edit your security questions.

NOTE: It is a good idea to use the Log Out link when you have finished with your session, before closing your browser, especially when using a public computer.

In the upper left portion of the screen you can find the tabs that link to the main sections of Voice Manager.

 The Global Phone Settings tab allows you to modify features and settings related to your phone lines. (See “Global Phone Settings” section later in this guide).

 The Manage Users tab allows you to add, edit, or delete Users, including a Second Administrator.

 The Billing tab will connect you with your Online Account Detail to view your usage and charges.

Throughout Voice Manager, you will see Tool Tips such as the one after the Account Overview heading. Tool Tips are designed to provide you more information about a topic;

just click the blue question mark to learn more.

If at any time you would like to review the terms and conditions for the use of Voice Manager, or if you would like to review the privacy policy, you may click the Legal &

Privacy link in the bottom right of the Home page.

(13)

Global Phone Settings

Voice Manager Administrators use the Global Phone Settings page to set up and change features related to their Business Class Phone service. Manage all your lines – or set up each phone line separately – by editing the Global Phone Settings.

Once enabled by the Administrator, some features (e.g., Anonymous Call Rejection) will need to be turned on by a User for that phone line before they will become active. Other features (e.g., Call Waiting) are automatically activated with no further action required by a User once they are enabled by the

Administrator. For a complete list of features that are required to be turned on or off by a User after being enabled by an Administrator, see the Appendix.

1. The left navigation contains groupings of features for Receiving Calls, Hunting and Auto Attendant, Business Group, Mobility and Other (e.g., Account Codes and Call Logs).⁴ Click one of these tabs to view and edit associated features.

2. The current status of each feature is displayed on the page; click Edit to make changes to a feature.

3. For more information about a particular feature, click on the associated Tool Tip .

(14)

Billing

The Billing tab will connect you with your Online Account Detail to view current and past call charges.

There you can view information about each call, including call type (Local, Long Distance, etc.), duration and cost.

Click the Online Account Detail button to open a new page with this information.

Figure 10: Billing Tab for Administrators

(15)

Configure Voice Manager

On the Global Phone Settings tab, an Administrator can configure many Voice features, some of which are probably already familiar to you, such as Call Waiting, Call Forwarding, and Speed Dial.

Administrators can enable/disable and configure these features so that individual Users and phone lines will have the features they need. Features are grouped by Receiving Calls, Hunting and Auto

Attendant, Business Group, Mobility and Other.⁵ Click one of these tabs to view and edit associated features.

Start by reviewing the features displayed as available on your account. If you want Hunting on your Business Class Phone lines, we suggest you set up that feature first so your services are in place as quickly as possible. Below we will discuss some highlights from each of these feature groups. For more information on a specific feature, click on the associated Tool Tip .

Receiving Calls

Features under the Receiving Calls section allow you to specify how your phone(s) will handle incoming calls. To edit any feature, click Edit next to the feature.

(16)

As an example, we will take a closer look at the Call Forward feature.

1. Click Edit next to Call Forward.

Figure 12: Click Edit to Modify the Call Forward Feature

2. The Call Forward page appears with additional information such as the Current Status and instructions regarding the feature. You can:

a. Disable the feature for all lines by selecting Off.

b. Enable the feature for all lines by selecting On.

c. Enable the feature for selected lines only by choosing On: Selected Only, and then clicking the box next to the appropriate phone line(s).

3. After you have made the appropriate changes, click Save. To activate this feature for a specific line, a User must then turn the feature on under the Call Settings tab in User mode.

Figure 13: Call Forward Editing Functionality

(17)

Hunting & Auto Attendant

Features under the Hunting & Auto Attendant section allow you to configure settings for an automated greeting for a group of lines answering calls. To edit any feature, click Edit next to the feature.

Figure 14: Hunting and Auto Attendant Call Settings

As an example, we will take a closer look at the Auto Attendant feature.

1. Click Edit next to Auto Attendant Main.

Figure 15: Click Edit to Modify the Auto Attendant Main Feature

(18)

2. The Auto Attendant page appears with additional information and instructions regarding the feature.

a. The Auto Attendant can be turned On or Off and set to always answer calls, or only at specified times you customize.

b. You can define the number of rings allowed before Auto Attendant answers the call.

c. Click Edit next to Member List to create your member list. You can then allow incoming callers to dial by name, dial by extension or transfer to a phone line or Voicemail box based on the members you set up in the list.

d. Customize your Menu Tree, which defines how the caller can navigate your phone system via their keypad. Select the action you want the application to take when a caller presses the corresponding number. The choices are:

i. Transfer to Phone Number ii. Dial by Name Directory iii. Dial by Extension iv. Transfer to Mailbox

v. Transfer to Current Mailbox

3. After you have made the appropriate changes, click Save.

Figure 16: Auto Attendant Editing Functionality

(19)

4. After configuring Auto Attendant, record your customized menu greeting unless you prefer to have the default message play. Follow the steps below to record your greeting:

a. Using the BCP line that you associated with the Auto Attendant in the previous set of instructions, call the BCP telephone number.

b. You will be prompted to set up the Auto Attendant application. The first Voicemail greeting that you hear will be what is played when Auto Attendant is “Off.”

c. After setting up the default greeting, you will be prompted to set up the remaining greetings. You always have the ability to re-record.

d. Keep a record of what you set up using the online application (or keep the screen open while you do this task). Many people find it helpful to write down what they want callers to hear for each option before they record.

e. One additional tip: For any lines to which the Auto Attendant will direct calls, be sure to record a greeting and name for each Voicemail box if those lines are subscribed to Voicemail. You can do this yourself, or ensure that the owner of each line has completed this task so that callers will hear the name in the owner’s voice when callers select their line from the main menu.

(20)

Business Group

Features under the Business Group section allow you to configure settings that allow sharing of incoming calls among a group of Business Class Phone lines as well as provides 4-digit dialing between the members. To edit any feature, click Edit next to the feature.

As an example, we will take a closer look at the Call Park and Retrieve feature.

1. Click Edit next to Call Park and Retrieve.

Figure 18: Click Edit to Modify the Call Park and Retrieve Feature Figure 17: Business Group Call Settings

(21)

2. The Call Park and Retrieve page appears with additional information such as the Current Status and instructions regarding the feature. You can:

c. Enable the feature for selected lines only by choosing On: Selected Only, and then clicking the box next to the appropriate phone line(s).

3. After you have made the appropriate changes, click Save.

Figure 19: Call Park and Retrieve Editing Functionality

(22)

Mobility

Features under the Mobility section allow you to configure settings that allow flexibility in location when taking and placing calls. To edit any feature, click Edit next to the feature.

Figure 20: Mobility Call Settings

As an example, we will take a closer look at the Simultaneous Ring feature.

1. Click Edit next to Simultaneous Ring.

Figure 21: Click Edit to Modify the Simultaneous Ring Feature

(23)

2. The Simultaneous Ring page appears with additional information such as Current Status and instructions regarding the feature. You can:

c. Enable the feature for selected lines only by selecting On: Selected Only, and then clicking the box next to the appropriate phone line(s).

Figure 22: Simultaneous Ring Editing Functionality

(24)

Other

The Other section includes various additional features that should be considered for your Business Class Phone service. To edit any feature, click Edit next to the feature.

Figure 23: Other Call Settings

(25)

As an example, we will take a closer look at the Call Scheduler feature.

1. Click Edit next to Call Scheduler.

Figure 24: Click Edit to Modify the Call Scheduler Feature

2. The Call Scheduler page appears with additional information such as Current Status and instructions regarding the feature. Note that Users cannot turn on the Call Scheduler feature and set up Configurations on their phone line(s) until you enable Call Scheduler on their line(s).

You can:

c. Enable the feature for selected lines only by selecting On: Selected Only, and then clicking the box next to the appropriate phone line(s).

(26)

Users

Quick Start for Users

A User account is automatically created for the Voice Manager Administrator when the Administrator account is created. Administrators can access their User account by clicking the Switch to User Mode link at the top of any page in Voice Manager.

Register

The first step is to register as a User (or Secondary Administrator, if applicable) in Voice Manager once the Administrator creates your basic account in Voice Manager. If you have already registered for My Account, you can use your My Account login credentials and skip to the “Login” section of this guide.

You should have received two welcome Emails from Time Warner Cable Business Class, with these subjects:

Welcome to TWCBC Registration – Link

Welcome to TWCBC Registration – Registration Code

You will need both of these Emails to complete the registration process. If you did not receive both Emails, check your junk folder and/or see the Voice Manager Administrator in your office.

1. Open the Email with the subject “Welcome to TWCBC Registration – Link” and click the link. Your web browser should open a window or tab and navigate to a web page that looks like Figure 26.

Figure 26: Registration Code Entry Page

2. Open the other Email you received with the subject “Welcome to TWCBC Registration – Registration Code” and locate the registration code in the Email. Copy the code directly from the Email and paste it in the Enter User Registration Code field.

3. You can also type the registration code into the field labeled Enter User Registration Code field.

(27)

4. Click the Continue button. This will take you to a screen that looks like Figure 27.

(28)

6. Enter a name in the User Name field. This will be your Username when logging into Voice Manager.

 Your Username can be a combination of letters and numbers, but must be at least 3 characters.

 We recommend using your Email address as your Username; this is easy to remember and convenient to use.

7. Enter a password into the Password and Confirm Password fields.

 Choose a password that is both secure and easy for you to remember.

 Your password must be at least 8 characters and must contain one number.

 The first character cannot be a number.

 Passwords are case sensitive.

8. Define your own questions and answers for Security Question 1 and Security Question 2.

 Security questions are used to verify your identity when resetting your password, or emailing your Username.

 These questions are unique to you and should be things you can easily remember, but that are not easy for others to guess.

 Be sure to capitalize, punctuate, and spell your answers the way you are most likely to type them in again later.

9. Read the Terms and Conditions, and if you agree, click the I accept check box.

10. Click the Save Settings and Log In button at the bottom of the page. When your new registration has been saved, you will be presented with a Login page like the one in Figure 28 at the beginning of the next section.

NOTE: After you have successfully registered and logged in (see next section), the My Profile link at the top of screen within Voice Manager takes you to the Registration Information page. If for some reason you did not finish or were not satisfied with your entries during the registration process, you can use the My Profile link to make edits at any time.

(29)

Login

Access to Voice Manager requires secure authentication using a Username and password unique to each User.⁶ If you do not have a Username and password, please see the previous section on how to register.

1. In your browser, navigate to http://voicemanager.timewarnercable.com. You should be presented with a Login screen like Figure 28.

Figure 28: Voice Manager Login Screen

2. Enter your Username and password into the Username and Password fields.

NOTE: You may also use the Forgot Username? and Forgot Password? links if you are having trouble remembering your Username or password.

3. Click the Remember Me checkbox if you are using a private computer and want Voice Manager to remember your login credentials in the future.

4. Click the Login button. The screen will look like Figure 29 while your information is authenticated by the server.

(30)

Get to Know Voice Manager

Home Page Overview

When you log in to Voice Manager, you will see your Home page such as the image in Figure 30.

Figure 30: Voice Manager User Home Page

The following list highlights the major navigation options on the Home page.

(31)

In the top right portion of the screen, you should see a welcome message with your name, and the My Profile, Help and Log Out menu choices underneath.

You can use the My Profile link to edit your name and Username, change your password and edit your security questions.

NOTE: It is a good idea to use the Log Out link when you have finished with your session, before closing your browser, especially when using a public computer.

In the upper left portion of the screen you can find the tabs that link to the main sections of Voice Manager.

The Call Settings tab allows you to modify features and settings related to your assigned phone lines. (See “Call Settings” section later in this guide).

If you have Voicemail service enabled for your account, the My Voicemail tab will take you to an area of the portal where you can listen to and manage Voicemails, and modify your Voicemail preferences. (See “My Voicemail Overview” section later in this guide).

The main content area of the Home page is underneath the tabs. If you have been assigned a Voicemail box, the first section listed is labeled My Voicemail, with the number of new Voicemails you have in parentheses.

If you have been assigned to more than one Voicemail box, each of these will appear in the My Voicemail list. The Go link next to each mailbox will take you to the corresponding My Voicemail page for that Voicemail box.

Also in the main area of the Home page you should find the My Phone Lines section, which contains a list of all phone lines to which you have been assigned. The Go link next to each line will take you to the Call Settings page for that line.

If you do not see any phone lines in the list, then you have none assigned to you. This may be normal and appropriate for your role in the organization, or it could be an indication that the Administrator has not yet assigned a line to you.

The Top How-Tos and Top FAQs are posted on the right of the Home page for quick reference. To view all How-Tos and FAQs, click View all next to the appropriate section.

It is recommended that you download Voice Manager Connect, a downloadable client that allows you to have additional access to your Voice Services and:

 See incoming call notifications on your computer anywhere

 Transfer incoming calls to Voicemail or another phone line

(32)

Account Codes Overview

If your organization is using Account Codes, you will most likely see an additional area on your Home page, similar to the image below.⁷

Figure 31: If Enabled, List of Account Codes Appears on the Home Page

Account Codes allow your organization to keep track of outgoing phone calls. Your organization, or one or more of your assigned phone lines, may have a policy of requiring an Account Code with all calls or only with certain calls.

Each organization utilizes Account Codes in its own way. If you have a My Account Codes list on your Home page, be sure you understand the account code dialing policies in your organization. For example, your organization may require Account Codes for all types of calls (local, long distance, and

international) or only for some types—for example, only for international long distance calls. Similarly, your organization may require Account Codes on all phone lines or only on some lines.

Emergency calls do not require an Account Code to be dialed in order for the call to go through.

Verify Your Lines

When you log in to Voice Manager, any phone lines currently assigned to you will appear in the My Phone Lines list on the Home page. You may be assigned one line or multiple lines. If you have one line, that is most likely the line that is connected to the phone on your desk. If you have only one phone line displayed, you can skip ahead to the next section.

7 The codes shown above are for example purposes only. Please use only the codes as they appear on your Home page.

(33)

Figure 32 shows an example of a User who has multiple lines assigned. Notice how she has four lines assigned at the bottom of the image. Three of them have Voicemail boxes listed under My Voicemail and one of them has a Group Mailbox.

Only one extension of the Group Mailbox has a Voicemail message; the other extensions display

“Voicemail messages not available.” This message may also appear if there is an issue retrieving Voicemail.

Figure 32: Voice Manager Home Page with Multiple Phone Lines Assigned, Some with Voicemail Boxes

If you have multiple lines, it may be so that you can cover someone else’s phone when they are out of the office, or a similar situation. There might also be a shared line that multiple people are assigned to, such

(34)

My Voicemail Overview Access My Voicemail

Follow these steps to navigate to the Voice Manager Voicemail functionality.

1. Follow the steps to log in to Voice Manager defined in the previous section, “Login.”

2. When you have successfully logged in, you will be taken to the Home screen. Click on the My Voicemail tab on the top of the screen.

Figure 33: My Voicemail Tab for Users

NOTE: As an alternative, especially if you are assigned to more than one Voicemail box, you may prefer to locate the “My Voicemail” section on the Home page when you first log in. Each mailbox you can access will be listed there. Click the Go link next to the Voicemail box you want to access.

3. If this is your first time accessing My Voicemail on this computer, you will most likely need to approve one or more “browser plugins” that are used to play your Voicemail via your browser.

4. When you are ready, proceed to the steps in the “Listen to Voicemail” section below.

When you have logged in to Voice Manager and navigate to the My Voicemail tab, you will see a screen similar to Figure 34.

Figure 34: The My Voicemail Screen - New Message Indicated in Status Column

(35)

Note the following details about the My Voicemail message list:

 The messages in the mailbox are displayed in a list format, with the most recent at the top.

 If there are several messages in your mailbox, the full list may populate on multiple pages. You can view the total number of messages in your mailbox, and the pages they appear on, below the list. If needed, use the page numbers in the lower right to navigate back and forth through your messages list.

 You can listen, save, Email and delete messages using the Actions buttons provided in the same row as the Voicemail.

Figure 35: Available Actions for Voicemail Messages: Listen, Save, Email and Delete

 The total number of “New” messages is displayed at the top of the list, next to the phone number of the mailbox. A new message is one that has not yet been played, and will also be indicated by “New” in the status column.

Listen to Voicemail

Voice Manager offers a simple and familiar interface to allow you to listen to and play back the messages in your My Voicemail list. Each message in the list has a small control panel with three buttons,

representing the back, play and stop functions. Figure 36 zooms in on the top of the My Voicemail list, with three messages visible.

(36)

Notice the control panel that appears on each message row.

Figure 37: Voicemail Message Control Panel, with Buttons for Back, Play and Stop The list below summarizes the functions of the three buttons on the message control panel.

Button Function Description

Back/Rewind Rewind the message backward from the current position to the beginning

Play Play the message forward from the current position; can also use this to pause while

message is playing

Pause/Stop Stop playing (pause) the message at the current position

Save/Download a Voicemail Message

At any time you can download a copy of a Voicemail message as a computer sound file.

1. Navigate to the My Voicemail tab.

2. Locate a message in the list you would like to save to your local computer.

3. Click on the Save link on the same row as the message. A dialog box like the one below will appear (exact appearance depending on your web browser and operating system).

Figure 38: Web Browser Confirmation Dialog Confirming Open or Save for Voicemail Sound File

4. You have three options at this point:

a. If you want to listen to the file on an approved browser without saving it to your local computer, click the Open button.

b. If you want to save the file to your local computer, click the Save button. Depending on the settings of your browser, the file may be saved to a default location, or you may be prompted to choose a location.

NOTE: You will notice that the filename is chosen for you automatically. If your browser will save this file in a default location, you may want to take note of the filename in the confirmation dialog box before clicking the Save button. If your browser settings ask you to choose the location where the file will be saved, you will have the opportunity to change the filename.

c. If you want to stop the download process, click the Cancel button.

(37)

NOTE: Some browsers, such as Chrome, may automatically download the file without asking you whether you wish to open it or save it. A list of approved browsers is included below:

Approved Browsers for Voice Manager

Windows 7: IE 8-11 Google Chrome Latest: Mac & Windows 7 Mac Mountain Lion: Safari 6.1 IPAD 2 iOS 7 – default browser

Firefox Latest: Mac & Windows 7 Galaxy Pad 10" Android 4.1 – default browser

Share/ Email a Voicemail Message

In addition to downloading a message as an MP3 file to your local computer (see previous section), you can also use Voice Manager to Email a copy of the message as an MP3 file to any Email address, including your own. The MP3 file will be sent as an attachment to the Email message.

1. Navigate to the My Voicemail screen.

2. Locate a message in the list you would like to Email to yourself or someone else.

3. Click on the Email icon on the same row as the message. At that point the row will expand downward to expose a text box where you can enter an Email address, as shown in Figure 39.

Figure 39: Click the Email Link to Expand the Message Row in the My Voicemail List

4. Enter a valid Email address in the field labeled, “Send this Voicemail Message to:”

5. Click the Send button. The Email will be sent from your Voice Manager Email address to the address you entered.

(38)

Maintain Your Mailbox

As you use your Voicemail box over time, you may accumulate a number of older messages, in particular if you receive a high volume of calls. It is a good idea to use the My Voicemail area of Voice Manager to monitor the remaining capacity in your mailbox and to delete any messages you no longer need.

The My Voicemail list will always show the current mailbox capacity in the lower left corner below the list.

The image below shows a mailbox with only 1% of its storage capacity in use.

Figure 40: The Mailbox Capacity is Displayed in the Lower Left Corner Below the My Voicemail List

Delete a Voicemail Message

To delete a Voicemail message:

1. Navigate to the My Voicemail screen.

2. Locate a message in the list you would like to delete permanently.

3. Click on the Delete link on the same row as the message.

Figure 41: Click the Delete Button to Delete a Voicemail Message At that point you will see a dialog box like Figure 42.

(39)

Figure 42: Message Delete Confirmation Dialog Box - Click OK to Confirm Deletion of Message

NOTE: Clicking Delete will delete the message permanently, and you will not be able to retrieve using Voice Manager or your phone.

4. Click the Delete button to confirm the deletion of the message. When the My Voicemail list is refreshed, the deleted message will no longer appear.

5. Click Cancel to prevent the message from being deleted.

Keep in mind that you can use the Save and Email features (described in the previous section) to store copies of any messages that you would like to clear from your Voicemail box but not delete.

Voicemail Settings

Voice Manager allows you to view or edit the configuration settings of each of your assigned Voicemail boxes.

Navigate to Voicemail Settings

1. Navigate to the My Voicemail tab.

2. Click on the Edit Your Voicemail Settings link in the upper right portion of the screen. You will see the Voicemail settings screen like the one below. Please see the next section for a review of the individual Voicemail settings.

Alternate navigation: From the Home page, click on the Call Settings tab or a Go link in your My Phone Lines list to navigate to the main Call Settings page; on the right of the settings grid, you should see the Business Voicemail Settings block—click on the Edit link you see there.

(40)

Figure 43: Voicemail Settings Screen

View/Change Voicemail Settings

The table below provides an overview of the Voicemail settings.

Setting Description

Number of Rings Before Going to

Voicemail

Choose the number of rings a caller should hear before the call forwards to Voicemail.

PIN Skip

PIN Skip is an option which allows you to listen to Voicemail messages from your Business Class Phone without entering the Voicemail PIN.

PIN Skip only works when you are using your Business Class Phone at the service location where it is installed.

For your security, we always require the PIN when accessing your messages remotely.

(41)

Setting Description

Voicemail PIN

The Voicemail PIN is a sequence of digits that you provide to gain access to your Voicemail box from any telephone.

The PIN for a new Voicemail box should be set to the system default (please see your Administrator if you do not know the PIN).

You can change your PIN at any time, but you must know the current PIN in order to change it. Your PIN can be any 4-digit number that is easy for you to remember.

Your PIN cannot be the same as your BCP number, a multiple of 1000 (like 1000, 2000), or repeating digits (1111).

Email Notification

Enable this feature in order to receive Email notifications on any computer or smartphone whenever you receive a new Voicemail.

You can specify an Email address and choose whether or not to have the Voicemail message attached as a file to the Email.

Click the Save button when you have completed making changes.

Call Settings

The Call Settings area in Voice Manager allows you to view and edit the features that have been enabled for each of your assigned phone lines. Examples of features you may be familiar with include Speed Dial, Caller ID and Call Forwarding. In some cases, there may be no need for you to change any of your Call Settings, but it is a good idea to review the settings for each of your lines.

NOTE: Your phone lines may also be assigned certain features, such as Call Waiting, that are configured by the Voice Manager Administrator in your office. Only features that have been enabled by the Administrator will appear in your Call Settings tab.

Navigate to Call Settings

1. Follow the steps to log in to Voice Manager defined in the “Login” section.

(42)

3. Regardless of which path you follow, the Call Settings screen will look similar to Figure 44with a grid of different settings for the line displayed.⁸ Notice how each feature for the specified line is identified by name (e.g., “Call Forwarding” and “Distinctive Ring”), and some have an On or Off designation next to the name.

Figure 44: A Typical Call Settings Page in Voice Manager - Actual Options Shown May Differ

4. To view or change the current settings for a feature, click the Edit link to the right of the feature name. Keep in mind that the Edit link will not always turn the feature On or Off. Some features are enabled or disabled by your Voice Manager Administrator with no further action required by the User. For a complete list of features that are required to be turned on or off by a User after being enabled by an Administrator, see the Appendix.

The sections that follow will briefly describe some of the features you may have on your assigned lines.

For more detailed information on each feature, view the Tool Tips next to each feature in Voice Manager or view the Help site from the navigation menu on the top right of your Voice Manager screen.

8 Your screen may not list the same options as Figure 44. Each Time Warner Cable Business Class customer chooses different Voice features, and different features can be enabled on different lines.

(43)

Configure Voice Manager

Receiving Calls

Advanced Call Options

Advanced Call Options offers two related features:

 Selective Call Rejection (SCR) allows you to reject calls on a pre-defined list. Any calls not on the list will complete as normal. When a caller from a phone number on the lists dials the

Business Class Phone number with SCR turned on, the caller will hear a message indicating the line is not accepting calls.

 Selective Call Forwarding (SCF) allows you to forward calls from a pre-defined list to a number you specify. All calls on the list will be forwarded to the same number. Calls not on the list will complete as normal. With SCF, only one forward number is available.

You can build a list of phone numbers for just one of these options or for both. An Advanced Call Options list may contain up to 30 phone numbers. The Advanced Call Options can also be combined.

1. Navigate to the Call Settings area of Voice Manager.

2. Locate the Advanced Call Options feature listed on the Call Settings page. If you do not find this feature on your Call Settings page, please consult with your Voice Manager Administrator.

(44)

3. Click the Edit link next to each feature: Selective Call Rejection or Selective Call Forwarding.

4. To change the settings for Selective Call Rejection:

a. To start using this option:

i. First, change the setting to On next to Current Status.

ii. Second, enter up to 30 phone numbers in the Reject calls from list. Click the Add to List button for each number you enter before adding another number and before using the Save button. You will see the newly added numbers under Current pre-defined phone numbers.

b. To stop using this option, change the setting to Off next to Selective Call Rejection.

c. When this option is turned on, you may use the Delete link next to any item in the phone number list to remove it.

5. Click Save to keep your changes, or click Cancel to discard changes and exit.

Figure 46: Use the Drop-Down Menu to Select a Phone Line, Turn the Status to On or Off and Add Numbers to Your Call Rejection List

(45)

6. To change the settings for Selective Call Forwarding:

a. To start using this option:

i. First, change the setting to On next to Current Status.

ii. Second, enter the number where you would like the calls to be forwarded in the Forward calls to field.

iii. Third, enter up to 30 phone numbers in the Forward calls from list. Click the Add to List button for each number you enter before adding another number and before using the Save button. You will see the newly added numbers under Current phone numbers list.

b. To stop using this option, change the setting to Off next to Selective Call Forwarding.

c. When this option is turned on, you may use the Delete link next to any item in the phone number list to remove it.

NOTE: If you turn off one of the Advanced Call Options, and you have established a list previously, the list will be retained but the feature will be turned off. When you want to return to use of feature(s), simply turn the feature back on by clicking the On radio button.

7. Click Save to keep your changes, or click Cancel to discard changes and exit.

(46)

Anonymous Call Rejection

Anonymous Call Rejection is a feature that allows you to block unwanted calls from callers who restrict sending their Caller ID information. These calls appear as "Anonymous" on your Caller ID. Anonymous Call Rejection only blocks calls when callers have purposefully blocked their Caller ID information.

In some cases, Caller ID information is simply unavailable or cannot be included with the call. In these situations, since Caller ID has not been blocked at caller request, the calls will complete. Examples of calls without Caller ID information include some cell phone calls and international long distance calls.

This feature must be enabled by your Voice Manager Administrator. Anonymous Call Rejection is a feature that can only be switched between the On and Off settings for your phone lines; there are no other settings or options. You can use the Edit link to change the setting.

2. Locate the Anonymous Call Rejection feature listed on the Call Settings page. If you do not find this feature on your Call Settings page, please consult with your Voice Manager

Administrator.

3. Click the Edit link that appears next to the Anonymous Call Rejection feature name.

Figure 48: Call Settings Page Showing Anonymous Call Rejection as an Option

(47)

4. Select the phone number that you want to edit and click Go.

5. Change the setting to On or Off, as you wish.

6. Click Save to keep your changes, or click Cancel to discard changes and exit the feature.

Figure 49: Use the Drop-Down Menu to Select the Phone Number, Turn the Status to On or Off and Click Save

Call Forward

Call Forward allows you to forward all your calls to a specific phone number, including your Voicemail box. This feature must be enabled by your Voice Manager Administrator. You can set your forwarding number for:

 All calls

 Only when your line is busy

 Only when a call goes unanswered

Even if you do not plan to forward your calls to another phone number, it is a good idea to review the current Call Forward settings on each of your lines to ensure that they are set to your needs, especially with regard to forwarding your Voicemail.

2. Locate the Call Forward feature listed on the Call Settings page. If you do not find this feature on your Call Settings page, please consult with your Voice Manager Administrator.

(48)

3. Click the Edit link that appears next to the Call Forward feature.

Figure 50: Call Settings Page Showing Call Forwarding as an Available Option

4. Select the line you wish to edit and click Go.

5. Identify the setting to be adjusted: Call Forward, Call Forward Busy or Call Forward No Answer.

NOTE: You will only be able to edit features enabled by your Administrator. For example, notice in Figure 51 the only enabled On/Off capability is for the first option in the table: Call Forward.

The other two options appear but are not able to be edited because the Administrator has not enabled them for this line.

Figure 51: Complete the Empty Fields to Customize Your Call Forward Settings

(49)

6. To change the setting for all calls to this line:

a. To start forwarding for all phone calls:

i. Change the Call Forward, Busy option to On.

ii. Enter a phone number in the Forward All Calls to field.

iii. If you wish to apply an Account Code to the forwarded calls, enter it in the Account Code field.⁹

iv. If you only wish to forward local calls, check the Local Calls Only box.

b. To stop forwarding for all phone calls, erase all parts of the phone number from the Forward All Calls to field.

7. To change the setting for calls when this line is busy:

c. To start forwarding for busy calls:

i. Change the Call Forward, Busy option to On.

ii. Enter a phone number in the Forward All Busy Calls to field.

iii. If you wish to apply an Account Code to the forwarded calls, enter it in the Account Code field.

d. To stop forwarding for busy calls, change the Call Forward, Busy option to Off.

8. To change the setting for calls to this line when there is no answer:

e. To start forwarding for unanswered calls:

i. Change the Call Forward, No Answer option to On.

ii. Enter a phone number in the Forward All Calls to field.

iii. If you wish to apply an Account Code to the forwarded calls, enter it in the Account Code field.

v. Choose the number of rings that should happen before a call is considered “no answer.”

f. To stop forwarding for busy calls, change the Call Forward, Busy option to Off.

9. Click Save to keep your changes, or click Cancel to discard changes.

For a related topic, see also the Selective Call Forwarding option covered in the “Advanced Call Options” section.

(50)

To set up your Personal Attendant:

2. Locate the Personal Attendant feature listed on the Call Settings page. If you do not find this feature on your Call Settings page, please consult with your Voice Manager Administrator.

3. Click the Edit link next to Personal Attendant.

Figure 52: Personal Attendant Feature on Call Settings Tab

4. Select a phone line from the drop-down list and click Go.

You will need to create at least one Dialog (custom greeting) to use with Personal Attendant. Many people create one Dialog to run during office hours, and another for when business is closed. Each Dialog can offer callers up to two separate actions to take, such as trying another phone line, leaving a Voicemail or hearing recorded information.

(51)

Before creating a Dialog, you must record an Audio File that will be used to greet your callers.

5. Click Record Audio File.

Figure 53: Click Record Audio File to Record Customized a Greeting

6. Enter a name and description for your Audio File and then click Call Me. You will receive a call at the phone number you have selected from the drop-down menu. Simply follow the voice prompts to record your Audio File.

7. After your Audio File has been recorded, click Create Dialog on the Personal Attendant feature page to customize your Dialog interactions.

(52)

8. Enter a name for your Dialog in the Dialog Name field.

9. Select your audio greeting or click Record Audio File to record a new greeting.

10. Select an action from the drop-down menu that will occur when the User presses button 1. In this example, the User will be forwarded to another phone number.

11. Select an action from the drop-down menu that will occur when the User presses button 2. In this example, we have provided a view of the available options.

12. Click Save to complete your changes.

Figure 55: Edit or Create Dialog Fields to be Completed by User to Configure Personal Attendant Dialog

13. Back on the Personal Attendant main page, click Turn On to activate the Dialog you just created.

Figure 56: Turn On Dialog from Personal Attendant Page

(53)

Sequential Ring

Sequential Ring allows incoming calls to a specified line to ring up to five additional phone numbers in sequence. The phone number in the first position will ring first, and after a preset number of rings the next phone number will ring, and then the next number(s) until the call is picked up, goes to Voicemail, or other no-answer processing from the main number. The Administrator must first enable this feature before a User can configure it.

To set up Sequential Ring:

2. Locate the Sequential Ring feature listed on the Call Settings page. If you do not find this feature on your Call Settings page, please consult with your Voice Manager Administrator.

3. Click the Edit link next to Sequential Ring.