cimco training guide

IP Talk HostedAdministration Training

Today‟s Agenda

Enterprise Administration

Group Administration

Navigating the System

Where to Login

Enterprise Level Functions

Group Level Functions

Changing User Names and Passwords

Contact Center Settings

Call Detail Records

4/5/2010 CIMCO Confidential 2

4/5/2010 CIMCO Confidential

Enterprise Administration

Your role as Enterprise Administrator, which is performed using the web interface, consists of the following:

View all groups within the enterprise

Set policies for Group Administrators (i.e., set their entitlements)

Perform all functions that a Group Administrator can perform

Access and modify all user profiles within an enterprise including changing extensions, user names, which licenses the user can access, set passwords and more

Change your personal password to the web portal

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Navigating the System:Administration Level Hierarchy

4/5/2010CIMCO Confidential

The left most column

shows the Enterprise

you are in. Click on

the “Enterprise” link to

get back to the top

level.

To define group features

pull down the list and

select a group. These

groups represent your

physical locations.

To access a user in

your enterprise for

their settings, select

any from the drop

down list; every user

in your company is in

a group.

Enterprise Administrator

Group Administrator

User Level Administration

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4/5/20105

LoginAll logins are accessed through https://navigator.iptalk.cimco.net The

capabilities after login are defined by the entitlement of the person logging into

the portal.

Username: Enter in the Username provided to you by CIMCO

Password: Enter in the Password provided to you by CIMCO

Forgot Password?: Press this link for a user to change their password. For an

enterprise administrator account please contact CIMCO at 877-691-8080 to reset

CIMCO Confidential

https://navigator.iptalk.cimco.net/


Enterprise Administration:Navigation

When you log in you will be at a screen that shows the different levels of

navigation. As an Enterprise Administrator you will have access to all levels

of the enterprise.

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Enterprise Administration:Navigation Continued

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1. The top level is navigation hierarchy. As an enterprise administrator you’ll see all levels of navigation (Enterprise, Group and Users)

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3. The next level is buttons which change based on the tab you are viewing and underneath are items

2. The second level are the tabsto perform or view certain functions


Enterprise Administration:Navigation Hierarchy

1. You can drill down and access a group directly under the Group list

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Note: When you’re at the Enterprise level (as shown above), you can select either a Group or a User to

change menu’s and view their details. The User list at this point is showing you all the Users in the

Enterprise (whereas once you select a Group it will only show the Users in the selected Group).

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2. You can drill down to individual users by using the User list


Enterprise Administration:Moving to Group Level from Enterprise

1. Once you’ve drilled down on a group the group name will appear on the menu

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Note: These are the same menus the Group Administrator will see on login.

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2. A new set of tabs appears for the group level


Enterprise Administration:Selecting a User from List

1. Select from the drop down list1

Note: Next slide will show you how to search for a user. (Useful for very large organizations)

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Enterprise Administration:Searching for a User

1. Press the Search key, a pop-up screen will appear

2. Search for User (or Group) based on actual names, user names, and phone numbers (you can use wildcards “*” for searches), then press the Search key

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Enterprise Administration:Moving back up the hierarchy

1. Press the Group hyperlink to see the group settings for the user

2. Press the Enterprise hyperlink to move back to the highest level of the hierarchy

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Password Reset

From the login page if you forgot your password press the Forgot password?

hyperlink to reset your password.

Forgot Password?: Press this link for a user to change their password. For an enterprise administrator account please contact CIMCO at 877-691-8080 to reset

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Help AvailableQuick Tip

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1. Press the Help Available button

2. Press a hyperlink for detailed help information

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Enterprise Administration:Common ActivitiesThe most common activities as an Enterprise Administrator will be to modify group and user settings; however a few items are important to know at the enterprise level; these include:

Changing your password

Managing Group Administrators passwords

View and download company directory

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Enterprise Administration:Password Management

Role Function Requirements

EnterpriseAdministrator

ChangeMust enter old password and create new one in portal

Request new Must call CIMCO Help Desk

Group Administrator

Change Change in Administrator

Request newUse Forgot Password? button, request sent to Enterprise Administrator to change (via email)

User

Change Enter in old password and create a new one

Request NewUse Forgot Password? button, email sent to address in system

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Password Management RequirementsEmail addresses are essential for allowing for efficient password resets:

Enterprise Administrator: The Group Administrator‟s “Forgot Password”

request will send an email address to the Enterprise Administrators email

address on file

Group Administrator: A primary administrator is identified by name and email under the Location Information for contact purposes only.

End User: Your end users will need a valid email address in their profile when to utilize the automatic password reset. When pressing the Forgot Password? Hyperlink the system will send the password to the end user‟s email on file. System can not reset and will require a manual administrator reset if the email is not on file.

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Enterprise Administration:Changing Your Administrator Password

Under the Admin button select the Change Password item

Note: The Enterprise Administrator must enter their current password in order to change the password.

If you have lost your password please contact CIMCO customer service. Unlike the Group Administrator

or User passwords, the “Forgot Password” function is not available for the Enterprise Administrator

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Enterprise Administration:View and Download the Directory

In the Enterprise Directory tab, options to view and download the directory in PDF format are available.

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Group AdministrationThe Group Administrator capabilities may be done by the Group Administrator or the Enterprise Administrator and include the following:

Modify the profile of users within the group (e.g., name, calling line ID, phone number)

Set holiday and office hour schedules

View and assign users to available licenses

Configure basic services (e.g. hunt group, call park, voice messaging)

Set account and authorization codes

Create password rules for users

Note: The Enterprise Administrator may choose to perform both the enterprise and group functions

and limit or block any Group Administrator access

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Group AdministrationUpon logging in, the Group Administrator will have access to only the group

they are assigned and the users within that group.

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Group Administration:Main Page

The following are the tabs available for the Group Administrator:

Group Profile

Department

Manage Users

Group Services

Directory

Disaster Redirect

Tip: Under the Help File for Profile Menu there is a video describing these functions

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Group Administration:Profile Tab

The Group Profile Tab has seven items:

• Site Info:

• Location Info

• Service Authorizations

• Numbers

• Time Schedules

• Holiday Schedules

• Numbers

• Password Rules

• Administrators

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Group Administration:Profile Tab-Site Info

Item Description

Location Info Shows you general information associated with your location, like contact details.

Change Password Allows you to change your administrator password.

Service authorizations Allows you to see service authorizations and service pack consumption for your Group. There are two types of services: one type that is assigned to Groups (like Auto Attendant) and another for Users (like Simultaneous Ring). The Services menu allows you to see which of these various services you have available and how many you’ve used.

Numbers Shows you all the numbers available to your Group and whether or not they’ve been Assigned and Activated. Assigned means that they’re currently in use by a User or Group service like Auto Attendant. Activated means that they are online and can be dialed from outside your location.

Password Rules Shows you the rules user must follow in formulating Navigator portal passwords and voice messaging/portal pass codes.

Administrators Add Administrator to group.

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Group Administration:Profile Tab-Site Info-Add Administrator

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1. After selecting to add a new Administrator, create an Administrator ID

2. Type in the name of the person you are going to give administrative access

3. Type in their password

4. Select if this person is responsible for a Group or Department

Tip: You’ll need to provide your other administrators with their user names and passwords manually.

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Group Administration:Profile Tab-Time Schedules

Use this page to list, add, modify and delete all the time schedules in the group. Use

time schedules, for example, to configure the business hours for Auto Attendants. Time

schedules can also be applied to services such as Call Notify, Priority Alert, CIMCO

Anywhere features

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1. Select Add Time Schedule or

Edit and Existing Schedule

2. Name your time schedule

3. Select beginning and ending

days of the wee and hours

for each day

4. Press Save

Tip: Users can use your group time schedules or create their own.

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Group Administration:Profile Tab-Holiday Schedules

Use this page to list, add, modify and delete all the holiday schedules in the group. Use

holiday schedules, for example, to configure the business hours for Auto

Attendants. Holiday schedules can also be applied to services such as Call Notify, Priority

Alert, CIMCO Anywhere features.

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1. Select Add Holiday Schedule

or Edit and Existing Schedule

2. Name your time schedule

3. Select beginning and ending

days of the week and hours

for each day

4. Press Save

Tip: If a Holiday is only a single day, just put in the start day and no end day

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Group Administration:Departments Tab

The Group Departments menu provides you access to add, edit, and deleteDepartments. While CIMCO does not create departments, if you want to createdepartments to further organize your users, then the option is available to the groupadministrator. This can be useful to apply an Auto Attendant to a group only.

Tip: There is a help video on how to set up departments. Just select the “Department Menu”

while hovering over help.

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Group Administration:Manage Users Tab

This provides direct links to be able to view and modify a users service settings andor profile. This gives the group administrator the ability to troubleshoot and edittheir own users’ settings. It is a different path to access the user’s information justas the pull down menu of the hierarchy.

Note: Later in this presentation the user profile and services settings will be discussed

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Group Administration:Group Services Tab

The Group Service Tab has three buttons:

• Site Services (with many individual items)

• Calling Plans

• Calling Plans

• Account and Authorization Codes

• FAC (Feature Access Codes)

Tip: There is a help video under Help Available. Just click on “Group Services Menu” and

scroll down to the video.

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Group Administration:Group Services Tab-Site Services

Item Description

Auto Attendant

Broadworks Anywhere Portal settings for dialing in for remote usage of CIMCO Anywhere

Call Center Modify your CIMCO Contact Center ACD/queue settings (if subscribed)

Call Park The ability to park calls against a pre-defined group

Call Pickup The ability for a group to pick up others ringing phones

Group CLID Use this feature to display a common calling line ID for all users

Hunt Group Allows users within an enterprise to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Group’s phone number

Music On Hold Modify music on hold settings for your group

CommPilot Call Manager

Set options for the display of directories in the CIMCO Call Manager

Voice Portal Change greetings, settings and voice portal management pass code

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Group Administration:Group Services Tab-Site Services-Auto Attendant

1. After Selecting the Auto Attendant,

select profile tab

2. In profile change or set name of auto

attendant and scope of dialing

(enterprise, group, dept.) and options

for dial by name

3. Different menus may be set for

business and after hours (you must do

both unless your business hours are

everyday, all day)

4. Select default greetings or load your

personal greetings

5. Set your options on your auto attendant

for each selection (options available

include, transfer with prompt, transfer

without prompt, transfer to operator,

extension dialing, name dialing, repeat

menu and exit)

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Group Administration:

Group Services-Site Services-Modify Call Center

The Contact Center is found under the group. It‟s built in under the Group

Services tab. Then in the screen there will be an area for Call Center under

Site Services to update the Contact Center settings.

4/5/2010CIMCO Confidential 33

Items Administrator can Modify:

Contact CenterSet/Change Contact Center Name

Set/change Contact Center Calling LINE ID

Change Time Zone

Force call Waiting on agents

Force calls to agents in wrap up state

Enable Queuing when contact center not staffed

Set Call Distribution Policy

Order Agents

Set Weighting

Set No Answer Settings

Skip to next agent after unanswered call

Forward call after sitting in queue for x time

Force maximum wrap-up time

Set Queue Length

Allow agents to join call centers (or force)

Enable and change entrance message

Enable and change Music On Hold

Enable and change comfort message

Set comfort message interval

Enable Guard Timer and set time

Assign Agents to Contact Center

Assign/Change phone number/extension

Set/Change web password

Set/Change voice portal password

View Contact Center Statistics

Change Contact Center voice mailbox

announcement

Set Escape from Queue route


There are four areas of settings on the Contact Center Profile:

Profile Settings

Contact Center Settings

Users

No Answer Settings


Group Services-Site Services-Contact Center



Group Services-Site Services-Contact Center Profile

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1. Change Password: This

password is for the queue.

The supervisor needs this

password to monitor the

queue from their client

2. Modify the name of your call

center

3. Set the calling line ID of the

contact center (this will be

presented to agents so they

know the queue/contact

center routing the call




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4. Call Routing Selections:

- Select to require agents

take calls when on a call

- Select to route calls to

agents in wrap up state

- Select to enable calls in

ACD when Contact

Center is not staffed

5. Select Call Distribution Model

from list (if selecting weighted

then press „edit‟ to change

weightings of agents)

6. Choose system or custom

entrance, comfort messages

and music on hold.

7. Set emails to provide daily

queue reports




Call Distribution Policies:

Circular: Incoming calls hunt through agents in the order they appear on the list,

starting with the agent following the agent to receive a call. When the search reaches

the end of the list, it loops back to the top and continues until it has tried all users.

Regular: Incoming calls hunt through agents in the order they appear on the list,

starting from the top each time.

Simultaneous: Incoming calls alert all agents at the same time. The first agent to

answer handles the call.

Uniform: Incoming calls hunt through all agents in order, starting with the agent who

has been idle the longest and ending with the agent who most recently answered a

call.

Weighted Call Distribution: Incoming calls are assigned to idle agents based on

percentages you assign on the Call Center's Profile Weighted Call Distribution page.

Note: if this is selected there is an option to add the weightings on the Contact Center

Profile Page



Group Services-Site Services-Contact Center Settings

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1. Set the number of calls to allow in the queue from 1 to 50

2. Set the time between comfort message announcements (between 10 and 600 seconds)

3. Allow for agents to choose to join and unjoin call centers (otherwise system administrator

automatically chooses)

4. Enable Music on Hold for queued calls (silent if unchecked)

5. Enable playing of comfort messages (time of playing is defined by time between

messages setting)

6. Enable guard timer for xx seconds (between 1 and 30). Waits to offer call to agent after

they hang up or other party hangs up for that many seconds to reduce bounced calls.



Group Services-Site Services-Contact Center-Users

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1 1. Click “Search” to view

all available users.

2. Select agents from

available users and

add them to the

queue

3. Move users up and

down (for circular or

regular distribution

models)

This is the screen where you assign the users to your contact center



Group Services-Site Services-Contact Center-No Answer Settings

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1. Select how long to ring an agent before offering to another agent when

unanswered (between 1 and 20 rings)

2. Select when to forward a call after sitting in the queue for a certain time (between

1 and 7200 seconds (two hours) )

3. Choose where to forward calls to upon no answer

Tip: Forward calls with a Feature Access Code of “*55” and an extension with voicemail to send

to a voicemail box



Group Administration:Group Services Tab-Site Services-Call Park

1. Set the time to recall the call to the

person who parked it if no one picks

up the call. Select if you want the

parker to hear the extension the call

is parked at (recommended)

2. Select or create a call park group

3. Select the users of the call park

group from the list (note the users

are only allowed in a single group)

4. Arrange the order in which calls are

parked

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Tip: The default Feature Access Code to park a call against the group is “#58” and to retrieve a

parked call is “*88” followed by the extension number. This feature is different to call park to a

specific extension which uses *68 to park the call followed by the extension number

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Group Administration:Group Services Tab-Site Services-Call Pickup

1. Choose or add a call

pickup group

2. Add or remove users

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Tip: The default Feature Access Code to pickup a call in your group is “*98”

CIMCO Confidential


Group Administration:Group Services Tab-Site Services-Group CLID

1. Identify the Group Number

to be displayed on your

group‟s outgoing calls

(default is „none‟)

2. Select option if you want

Group Number to be used

instead of user number for

outgoing calls

3. Select option if you want

Group Name to be used

instead of user name in

outgoing calls

4. Enter in the Calling Line ID

Name of the group

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Tip: Group Calling Line ID ( Group CLID) settings can not be over-ridden at the user level

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Group Administration: Group Services Tab-Site Services-Hunt Group

1. Select the Profile Tab

2. Enter in the Hunt Group Name

and Calling Line ID of Hunt

Group

3. Enter in the number of rings

prior to forwarding to the next

available agent

4. Enter in the total number of time

the user is in ringing state prior

to forwarding to another

extension

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Tip: Forward calls to a voice mail box to take messages when everyone in a hunt group is busy

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Group Administration:Group Services Tab-Site Services-CommPilot Call Manager

• Display entire enterprise

directory

• Hide the Directory

• Allow for search only (not

full display)

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Select the directory capabilities you want to expose to users through the

CIMCO Call Manager:


Group Administration:Group Services Tab-Site Services-Voice Portal

1. Modify calling line and name of voice

portal

2. Allowing phone numbers or voice mail

aliases allows users to log in remotely

(i.e., not from their phones)

3. The wizard option forces users to

change their password from the initial

or a administrator reset

4. Set a default or custom greeting for the

voice mail portal

5. Set the default greeting for your users

group-wide for leaving a message (end

users can over-ride)

6. Enter in password for remotely

modifying voice portal settings

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Group Administration:Group Services Tab-Calling Plans Tab- Calling Plans

This page displays menu items for your incoming and outgoing calling

plans. You can view the types of calls you are authorized to make and receive

on the list page for each calling plan including:

Incoming Calls to group

Calling within group

Outgoing long distance

Outgoing International

Operator Assisted Calls

Directory Assistance

Special Services

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Group Administration:Group Services Tab-Calling Plans-Acct Codes/Auth Codes

1. Set if you want to use Account

Codes or Authorization Codes

2. Choose number of digits the codes

will be

3. Select if you want to allow local and

toll free calls without a code

4. Add users who shall use codes

5. Create a code and add a

descriptions

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Tip: Account codes are not verified

while authorization codes are. In a

single group one or the other can be

used, but not both

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Group Administration:Directory Tab

In the Enterprise Directory tab, options to view and download the directory in PDF are available. Modifying the common phone list allows you to add external or different numbers to the enterprise directory

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Group Administration:Disaster Redirect Tab

Disaster Redirect allows you to update the forwarding destination for the Call Forward

Not Reachable destination that invokes when the link to your location is down

Tip: Entering the numbers to another main site or hunt group can provide coverage if your site is

not available

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User AdministrationThe common applications of User Administration are:

Change the user name, calling line display information for this line

Change/Set user passwords

Troubleshooting

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User Administration:Change Name

After selecting the user, go to the Profile tab

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1. Set Last Name and First Name

of the user

2. Set the Calling Line ID name for

the user

3. Set the email of the user to

ensure they can use the „forgot

password‟ functionality

Note: Any change to the user profile

will reboot a primary phone

Tip: Ensuring your users have their email will enable them to get a new password if they forget

their login password

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User Administration: Reset Password

After selecting the user, go to the Profile tab (the same tab as changing

name, you can have a password system generated or manually.

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1. To have a system generated password, press “Generate and Save”, then

email this password to the user.

2. To manually create one, type it in manually then save, then email to the user

3. For voicemail access create a numeric password (with the same generate

option) and mail to the end user.

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User Administration: Troubleshooting

If a user has any issues receiving calls you may troubleshoot by going to

their profile and to the Calling Features Tab and selecting Incoming Calls

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Any of the following, if set to on, can divert calls to a customer phone:• Anonymous call rejection• Automatic Hold/Retrieve• Call Forwarding Always• Call Forwarding Busy• Call Forward No Answer• Call Forwarding Selective• CommPilot Express• Do Not Disturb• Selective Call RejectionTurn these options to “off” to ensure calls are not diverted

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Call Detail RecordsCIMCO provides the ability to obtain Call Detail Records for all users in the enterprise.

Rights to see records match the administrative rights for modifying user settings for

group or enterprises. The ability to see records by user type is as follows:

CIMCO Confidential4/5/2010

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Call Detail Records

Call Detail Records are accessible for 9 months

Records are usually accessible within fifteen minutes of occurrence but

may take up to forty five minutes

Records may be accessed from September 15, 2009 onward

Detailed usage instructions are available at www.cimcovoip.net


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cimcovoip.net

Accessing Call Detail Records

1. Navigate to www.cimcovoip.net

2. Press on the Link: “CIMCO IP Talk Hosted Call Detail Records”

3. Login

1. Administrators should use their administrator ID and password

2. Users should use their user ID and password


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http://www.cimcovoip.net/

Running an Administrator Report

If running a single

number or all

numbers then press

“No” for a specific

range of numbers

press “Yes”

Type in “(All)” for

all numbers or

type in a single

number (no

dashes) for one

callers

information

Select a start date

and end dateTo show report on

sreen select

“Show Report” to

export report

select “Export

Data”

To view details on any particular call leg then press on the in the report body.


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Running an End User Report

Select a start date

and end date

To show report on

screen select “Show

Report” to export

report select “Export

Data” to Print select

“Print Report”


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CDR Report Navigation

View Call Path

Details

Page Navigation

Zoom

Text Search on

screen

Refresh Data


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CDR Report Fields

Start Date and Time

Calling Number (caller)

Called Number (receiver)

Other Party – Call ID info

Time – Duration


Direction – Inbound, Outbound or Internal Call

Dialed Number – digits dialed

Answer Date/Time

Account/ Authorization Code

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Questions?

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