unbundled hosted voice customer training guide · which allow them to modify the behavior of the...

Unbundled Hosted Voice

Customer Training Guide A guide to getting the most out of your Unbundled Hosted Voice service.

Group Administrator

• •••

Hawaiian Telcom • HAWAII'S TECHNOLOGY LEADER

Table of Contents:

1 Getting Started. ........................................................................................................................ 4

1.1 What is the Web Portal?.................................................................................................. 4

1.2 Audience… ...................................................................................................................... 4

1.3 What You’ll Learn… ......................................................................................................... 4

2 Numbers and Passwords. ....................................................................................................... 5

2.1 Overview .......................................................................................................................... 5

2.2 Voice Portal Information .................................................................................................. 5

2.3 Web Portal Information ................................................................................................... 5

3 Web Portal Interface. ............................................................................................................... 6

3.1 Logging In and Out of the Web Portal ............................................................................ 6

3.1.1 Logging in for the first time… ............................................................................. 6

3.1.2 Logging out ......................................................................................................... 8

3.1.3 Help Hyperlink .................................................................................................... 8

3.1.4 Changing the Group Administrator password .................................................. 10

4 Voice Portal Interface ............................................................................................................ 11

4.1 Locating your Voice Portal Number ............................................................................... 11

4.2 Accessing the Voice Portal ........................................................................................... 13

4.2.1 Log in from an IP phone in your office ............................................................. 13

4.2.2 Log in from an external phone outside your office ........................................... 13

4.2.3 Creating a new announcement as an Alternate greeting… ............................. 13

4.3 Modifying Greeting through the Voice Portal ................................................................ 13

4.3.1 Changing the default Auto Attendant greeting ................................................. 13

4.3.2 Creating a new announcement as an Alternate greeting. ............................... 14

5 Manage Greeting or Announcements via the Web Portal ................................................. 15

5.1 Renaming an Auto Attendant Greeting or Announcement ............................................ 15

5.2 Apply a Greeting or Announcement to the Auto Attendant ........................................... 18

5.3 Changing the Greeting Back to the Default Greeting .................................................... 20

6 Managing the Auto Attendant .............................................................................................. 21

6.1 View or Modify the Current Auto Attendant Configuration. ........................................... 21

6.2 View, Change or Add an Auto Attendant Schedule ...................................................... 24

6.3 View, Change or Add an Auto Attendant Holiday Schedule ......................................... 29

6.4 Applying a Schedule to the Auto Attendant. ................................................................. 34

7 Managing Services ................................................................................................................ 36

7.1 Call Park ........................................................................................................................ 36

7.1.1 Adding users to your Call Park Group ............................................................. 36

1 | Unbundled Hosted Voice

7.1.2 Removing users from your Call Pickup Group. ................................................ 40

7.1.3 Settings for Call Park ........................................................................................ 41

7.1.4 Setting for Group Call Park .............................................................................. 42

7.1.5 Settings for All Parked Calls ............................................................................ 42

7.2 Call Pickup ..................................................................................................................... 43

7.2.1 Adding users to your Call Pickup Group. ......................................................... 43

7.2.2 Removing users from your Call Pickup Group ................................................. 45

7.2.3 Using Call Pickup ............................................................................................. 47

7.3 Group Paging. ............................................................................................................... 48

7.3.1 Finding your Group Paging extension number ................................................ 48

7.3.2 Adding or removing users from Group Paging ................................................ 49

7.3.3 Using Group Paging ........................................................................................ 53

7.4 Music on Hold ................................................................................................................ 54

7.4.1 Uploading WAV files ......................................................................................... 54

7.4.2 Adding WAV files to the Music on Hold. .......................................................... 56

7.5 Hunt Groups................................................................................................................... 59

7.5.1 Viewing your Hunt Groups ............................................................................... 59

7.5.2 No Answer Settings .......................................................................................... 61

7.5.3 Not Reachable Settings ................................................................................... 62

7.5.4 Virtual Users .................................................................................................... 62


1 Getting Started

1.1 What is the Web Portal?

The Web Portal is a web based tool that can be accessed through any web browser and gives

you remote access to your business’s phone system. By logging into the Web Portal as an

Administrator, you can administer certain changes such as Modifying the Auto Attendant and

schedules that are linked to the Auto Attendant.

1.2 Audience

This course is intended for Users and Administrators who will be granted direct access to the

Web Portal.

1.3 What You’ll Learn

As an Administrator, you will learn about the Web Portal Interface and the Voice Portal Interface.

The Web Portal Interface will cover topics such as logging in and out of the Web Portal, changing

default passwords, and administering the Automated Attendant. The Voice Portal Interface will

cover topics such as calling into the Voice Portal, changing the default passcode and

administering the Automated Attendant.


2 Numbers and Passwords

2.1 Overview

The system has various numbers and passwords for both users and the Group Administrator

which allow them to modify the behavior of the Unbundled Hosted Voice.

The information below is specific to your Unbundled Hosted Voice installation.

2.2 Voice Portal Information

The Voice Portal Telephone Number is:

The Voice Portal Extension Number is:

The Voice Portal Group Administrator Password is:

2.3 Web Portal Information

The Web Portal URL is: https://bvoip.hawaiiantel.com

The Web Portal Group Administrator User ID is:

The Web Portal Group Administrator Password is:


https://bvoip.hawaiiantel.com/

3 Web Portal Interface

3.1 Logging In and Out of the Web Portal

3.1.1 Logging in and out for the first time

The Group Administrator account has been set up by Hawaiian Telcom. If you have not

received your User ID and password, please contact your Hawaiian Telcom Coordinator or

our 24 hour support at 643-8647.

Using any type of browser, please navigate to the link listed below:

https://bvoip.hawaiiantel.com

You will then be presented with the standard login screen. Enter the Web Portal Group

Administrator User ID (ex. OAT001234GRP1ADMIN) and Web Portal Group Administrator

Password.

The User ID and Password are case sensitive. Make sure to use the upper and lower case

letters.

Then click, Login.


https://bvoip.hawaiiantel.com/

Once you have logged in, you will be prompted to change your password. Your password

must include the following:

At least 6 characters

At least 1 number

At least 1 uppercase character

At least 1 lowercase character

At least 1 non-alphanumeric character (! @ # $ %, etc.)

Click OK to save your changes.

Once this is done, you will be presented with the Group Administrator home screen:


3.1.2 Logging out

Click on the Logout text at the top right corner of the web portal browser, located next to your

name. If you do not logout out manually, you will be automatically logged out after

approximately 3-5 minutes of inactivity.

3.1.3 Help Hyperlink

The help hyperlink, will provide you a description and additional information specific to the

screen you’re in.


For example, if we were in the Schedules feature and need to get a better understanding on

how to utilize this feature, we could click the Help hyperlink.

The following screen would appear:

When done viewing the screen, close the tab only.


3.1.4 Changing the Group Administrator password

To change your current Group Administrator password, in the Profile section, click on

Change Password.

In the following screen, enter in the Current Password, followed by the new

password in the Reset Password section. Enter the new password one more time in

the Re-type new password section. The password must still meet the following

requirements:

At least 6 characters

At least 1 number

At least 1 uppercase character

At least 1 lowercase character

At least 1 non-alphanumeric character (! @ # $ %, etc.)



4 Voice Portal Interface

The Voice Portal is used by the Group Administrators to record Auto Attendant greetings, record

new announcements and change the default Voice Portal passwords.

4.1 Locating Your Auto Attendant Voice Portal Number

Auto Attendant Greetings or Announcements are recorded via the Voice Portal. To locate your

Auto Attendant Voice Portal number log into the Web Portal as the Group Administrator and

follow the steps below.

Click on Services under the options menu located to the right of your screen.

Next, scroll down in the Services menu and click on Voice Portal.


Below is where you would locate your Voice Portal number and extension.

Use this number to access your Auto Attendant Voice Portal to record your Auto Attendant

Greetings and additional Announcements.

For more information on Recording AA Greetings, please refer to the Auto Attendant quick user

guide that can be found on www.hawaiiantel.com/voicesupport.

NOTE: The default password used for accessing the Auto Attendant Voice Portal is normally

“0000”, however, if this does not work you may reset the password by entering the information on

the bottom of the page, shown below.



http://www.hawaiiantel.com/voicesupport

4.2 Accessing the Voice Portal

4.2.1 Log in from an IP phone at your office:

1. Dial your Voice Portal Extension Number.

2. The system will welcome you and request a passcode or the star key (). Press the star

key ().

3. The system will request a mailbox ID. Enter your Voice Portal Extension Number,

followed by the pound key (#).

4. The system will request a passcode. Enter the Voice Portal Group Administrator

Password, followed by the pound key (#).

4.2.2 Log in from an external phone outside of the office:

1. Dial the Master Voice Portal Telephone Number at 643-2246.

2. The system will request a mailbox ID. Enter your 10 digit Voice Portal telephone

number, followed by the (#) key.

3. The system will request a passcode. Enter the Voice Portal Group Administrator

Password, followed by the pound key (#). The Voice Portal announces its Main Menu.

4.2.3 Changing the default passcode

After you log in as an Administrator, the Voice Portal announces the Main Menu:

To change an auto attendant’s greetings, press 1

To go to the Branding Configuration menu, press 2

To record a new announcement, press 5

To change your passcode, press 8

To exit the Voice Portal, press 9

To repeat this menu, press the pound key (#)

Press “8” and follow the prompts to change your default password.

4.3 Modifying Greetings through the Voice Portal

4.3.1 Changing the default Auto Attendant greetings

After you log in as an Administrator, the Voice Portal announces the Main Menu:




To change you passcode, press 8

To exit the Voice portal, press 9

To repeat this menu, press the pond key (#)

Press “1” and follow the prompts to change your greetings.


4.3.2 Creating a new announcement used as an Alternate greeting

After you log in as an Administrator, the Voice portal announces the Main Menu:




To change you passcode, press 8

To exit the Voice portal, press 9

To repeat this menu, press the pond key (#)

Press “5” and follow the prompts to record a new announcement.

Note: You are able to record more than one alternate greeting. All of your recording will be

stored in your Announcement Repository. Reference Section 5 to manage your recordings.


5 Manage Greetings or Announcements via the Web Portal

5.1 Renaming an Auto Attendant Greeting or Announcement

Once a greeting or announcement is recorded via the Voice Portal you can manage the greetings

via the Web Portal. Greetings are stored in what’s called the Announcement Repository.

When first logged into the Web Portal as the Group Administrator, you will see Announcement

Repository on the main Profile screen.

This is where all of your Announcements recorded via the Voice Portal (reference section 4.3.2)

will be stored and can be managed. You have the capability to store up to 1GB of combined

recordings in this Announcement Repository. These Announcements can be used as alternate

greetings for your Auto Attendant.

When greetings or announcements are recorded and become available to manage via the Web

Portal, the description of the greeting is a generic description/name that includes the date and

time of the recording. When multiple greetings or announcements are recorded, identifying the

different greetings can become difficult if the description/name isn’t changed.


To rename or manage your Announcements, while in the Profile section, click on Announcement

Repository.

In the follwing screen, click on Search to bring up all previously recorded announcements.

You will be presented with a list of all recordings belonging in that Announcement Repository.

Notice how the description/name of the recording in our example is the generic description that

includes the date and time of the recording.


Click on the recording Name of the recording that you would like to change the name for.

Next you will be taken to the Announcement Repository Modify page. This is where you can

change the name of your recording. Enter a new Name for the recording.


You can click on Search again, in the previous screen, if you want to verify that your change has

been saved.


5.2 Apply a Greeting or Announcement to the Auto Attendant

You can use the Web Portal to change what greeting the Auto Attendant will play when you need

a different greeting outside of your normal Business and After Hours greeting to be used. This

can be in the case of a special holiday, unexpected day your business will be closed or anytime

you want your callers to hear a specific greeting. In most cases, you will state in your previously

recorded greeting the dates, times and reasons on when your business will be closed/open when

outside of your regular business hours.

To change your greeting linked to your Auto Attendant, follow the steps below.

Click Services from the main Profile screen and then select Auto Attendant.


Next, click on the Auto Attendant name that you wish to modify.

Once in the Auto Attendants Profile you select, click on Menus in the options menu located to the

left side of your screen.

Then select the menu you wish to change the greeting for. In the example below we will select

the After Hours menu.


Using the drop down box as seen in the below screenshot select which greeting you would like to

use.

Click OK save your changes.

NOTE: Once you change the greeting in the Voice Portal, that greeting will take effect as soon as

the said Auto Attendant picks up based on your time schedule linked to the Auto Attendant. You

will also notice that when you view greetings in the dropdown box, both Announcement

Repository storage greetings will be available for you to choose from.

5.3 Changing the Greeting Back to the Default Greeting

When you want to change the Auto Attendant Greeting back to the original everyday greeting,

simply the Default Greeting radio button.



6 Managing the Auto Attendant

6.1 View or Modify the current Auto Attendant Configuration

The Auto Attendant Configuration is how the call is routed after the caller presses an option in the

Auto Attendant menu.

If you’d like to see the current Business Hours Menu or After Hours Menu, in the Services

section, click on Auto Attendant.

Click on the Auto Attendant you wish to access.


Once in the Auto Attendant feature, click on Menus in the Options section.

Note: If you are not in an Auto Attendant’s profile, you will not see the Menus link in the options

menu. Please follow the steps to go into an Auto Attendant’s profile before looking for the Menus

link.

Once you click on Menus you will then have the option to go into either the Business Hours Menu

or the After Hours Menu. In this example, we will click on Business Hours Menu.


You will then be taken to the screen as shown below. Here you can upload greetings as well as

change the menu properties. If, for example you wants callers who press “0” to be transferred to

the General Voicemail Box, you may define that in the options below.

The menu is limited to digits 0-9, # and but may be configured to do any of the following

Actions:

Transfer with prompt

Transfer without prompt

Transfer to operator

Name Dialing

Extension Dialing

Repeat Menu

Exit

Note 1: Callers who make no entry are transferred to the operator.

Note 2: After making any changes to the configuration, make sure to record a new greeting that

reflect the updated options.

Click OK to save any changes.


6.2 View, Change or Add an Auto Attendant Schedule

The Auto Attendant provides inbound callers with either a Business Hours Menu or an After

Hours Menu, depending upon whether it determines that your business is either open or closed.

It determines this by comparing the current date and time with your Time Schedule and Holiday

Schedule.

If the current date and time falls within the Time Schedule that you assigned as your Business

Hours, then it offers the inbound caller your Business Hours Menu.

If the current date and time falls outside of the Time Schedule you assigned to your Business

Hours or if it matches the time and date specified in your Holiday Schedule, then it offers the

inbound caller your After Hours Menu.

To view, change or add a Time Schedule, from main Profile screen, click on Schedules.

You will then be presented with an opportunity to define a Time Schedule. If you already have a

time schedule created, they will be listed as in the screen shot below.


To view or change an existing time schedule, click on the schedule name that you would like to

view or edit.

Or, click Add to define a new schedule folder.

You will then be presented with the following screen. Enter a Schedule Name and select a time

as the Schedule Type. Click OK to save your Schedule Name. In the following example we will be

adding an After Hours schedule.


When you are taken back to the previous screen, you will see that your new schedule folder is

now there. Click on your new schedule to start adding an event.

In the following screen, click Add to input the date and time for the Event.


In this example, we will define our After Hours Schedule. If our Business Hours starts at 8:00 am

and ends at 5:00 pm, we need to have our After Hours set to the time outside of that. We will set

the After Hours between 5:01 pm to 7:59 am the next day.

Enter an Event Name. Next, select the Start Date, using the calendar icon and Start Time as

5:01 pm. Select the End Date, using the calendar icon, which should be the next day as the start

date and end time as 7:59 am.

We will then tell the system to repeat itself from Monday to Friday by selecting the Recurrence

Pattern as Weekly. You can then select which days of the week you want to repeat this

schedule. In this example we set this schedule to repeat every Mon, Tues, Wed, Thurs and Fri.

You can also tell the system to End after a specific date, after the number of repeat occurrences

or Never. In this example, we set the recurrence as Never ending.

To change your regular hours of operation, simply modify these time settings in your Business

Hours schedule.

Press OK to save changes.


When you are taken back to the previous screen, you will see your new “Event” listed in your

schedule folder.

Click Add again and follow the same steps to create a weekend schedule if you wish to have

different options during Saturday and Sunday. For the weekend schedule you may want to list

them as an all-day event.



When completed and saved, the events will be listed in the schedule folder as seen below.


6.3 View, Change or Add an Auto Attendant Holiday Schedule

The Holiday Schedule is used to set up specific holiday times and days on which your business

will automatically play the After Hours Menu to inbound callers.

To view your current Schedule, from the main Profile screen, click on Schedules.


You will then be presented with a list of all schedule folders already created if applicable and this

is where you will also have the opportunity to define a New Holiday Schedule.

Click Add to define a new Holiday folder.

You will be presented with the following screen. Enter a name for your Schedule and select

Holiday as the Schedule type.


Note: By selecting “Holiday” as the schedule type, if a holiday falls on a day that is also defined

in the regular business hours schedule, the Holiday event takes priority and the After Hours

Greeting is played.


Once you are taken back to the previous screen, your holiday folder will appear in your schedules

list as shown below. Click the Holidays folder to start adding Holiday events.

In the following screen, click Add to add a new event.


Enter an Event Name. For this example we will enter Christmas Day. Next, select the Start and

End Date, using the calendar icons, as the date Christmas lands on.

Check the All Day Event box if you would like your message to play the whole day for that

Holiday.

Set the Recurrence Pattern as Yearly if this is a holiday your business will be closed every year.

Fill out the applicable criteria needed under the recurrence pattern section to ensure this holiday

will repeat yearly without you having to come back into schedules every year.

In this example, the recurrence pattern is set to recur Every one year on Day 25 of December

(See section highlighted in red in the below screenshot).

Click OK to save the event.

Note: You are able to define a holiday to recur even when it doesn’t land on the same day each

year. Take for example Thanksgiving which doesn’t land on a particular day each year but rather

the 4th Thursday of November each year. Fill out the applicable criteria needed under the

recurrence pattern section to ensure this holiday will repeat yearly without you having to come

back into schedules every year.


See the highlighted section in the screenshot below as an example.

Click OK to save the event.

In the previous screen, you will see all of the Holiday events you’ve created so far. To add more

events, follow the same process for the Holiday’s specific dates.


6.4 Applying Schedules to your Auto Attendant

After your are done creating your schedules, you will need to link them to your Auto Attendant

Click on Services in the Options section. Then select Auto Attendant.

Click on the Auto Attendant you wish to access and make changes to.

Once you are in the Auto Attendant, click on Profile.


The screen below shows the basic configuration information for your Auto Attendant. It is here

that you may apply Time Schedules to your Business Hours as well as Holiday Schedules (see in

red below).

Remember the schedules we created in the previous topics? A schedule is just a schedule and

will just sit in your schedules folder until you apply it to something. In this case, this is where you

would apply the schedules you’ve created to your Auto Attendant.



7 Managing Services

7.1 Call Park

The Call Park service allows users to park a call against an extension of their group so that any

member of the group can retrieve it using the Call Park Retrieve function.

Call Park is an optional feature and must first be added by your Hawaiian Telcom Coordinator.

After the initial Call Park group has been created, you are able to add or remove users to the

group.

7.1.1 Adding users to your Call Park Group

To access Call Park, click on Services in your Options menu then click on Call Park.


Once you are in the Call Park feature, click on the Call Park Group that was created

previously.

You will then see the Users who are currently assigned to the group. To look for more

available user to add. Click Search.


Group Call Park Modify Modify the selected Group Call Par1< ,group

Highlight the user you wish to add to the group and click Add >.

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Services

Gr oup Ca ll ParkMod fy

Modify the selected Group Call Park group.

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You will then see that the user has been moved to the Assigned Users section.

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••• Hawaiian Telcom • HA W A I I ' S TECHNOLOGY LEADER


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Modify the selecte<l Gro up Ca ll Park group.

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7.1.2 Removing users from your Call Park Group

While still in the Call Park feature, click on the Call Park Group.

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Alert parking us.er first then alternate us.er

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Settings for Group Ca ll Park- - - - - - - - - - -

Display Timer:IEfs.econds

Enable Parked Destination Announcement

Settings for All Parked Ca lls- - - - - - - - - - -

Ring Pattern for Recalled Calls:I N orm a l .- 1 Recall Timer second s

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In the Assigned Us-er se-ction-, high-light -the u-ser you wish to remove. Then click Remove.


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•••• 39 | Unbundled Hosted Voice Hawaiian Telcom

H A W A I I ' S TECHNOLOGY LEADER

You will then see that user has been remove and is back in the Available Users section.


7.1.3 Settings for Call Park

If applicable, for the Recall To setting, you may select a destination to be alerted once the

recall timer is met.

Select Alert parking user only to alert only the user who parked the call.

Select Alert parkiing user first, then alternate user to first alert the user who parked the

call, and then the alternate user if the parking user does not answer the recall.

Select Alert alternate user to alert only the alternate user.

This setting is intially set to Alert parking user only. It cannot be changed unitl an alternate

recall user is selected.


7.1.4 Settings for Group Call Park

Specify the Group Call Park time, which controls how long the server waits before

releasing the parking call, that is the call used to park an incoming call, made using

Group Call Park. In the Display Timer drop-down box, select the time in seconds.

To announce to the parking user the extension/directory number of the destination

against which the call has be parked, check the Enable parked destination

announcement.

7.1.5 Settings for All Parked Calls

Configure the ringing pattern for recalled calls so that the recalled party knows whether a

call is a recall or not. From the Ring Pattern for Recalled Calls drop-down list, select the

ringing pattern.

Configure the time after which the parked call is recalled. In the Recall Timer box, enter

the recall time in seconds.

Configure the time after which the send the recalled call to the alternate user. In the Alert

Alternate Recall User Wait Time box, enter the time in seconds.


7.2 Call Pickup

Call Pickup allows users to answer any ringing line in their Call Pickup Group on their own

phone.

Call Pickup is an optional feature and must first be added by your Hawaiian Telcom Coordinator.

After the initial group has been created, you are able to add or remove users to the group.

7.2.1 Adding users to your Call Pickup Group

Select Services in the options menu, then click on Call Pickup.

Click on the Call Pickup Group that was previously created.


Click on Search to bring up all Available Users to add to the group.

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You will then see that the user has been moved to the Assigned User section.

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Havvaiian Telcom • Group Welcome System Administra tor ILogouu

tO- p_li_on_s: Call Pickup Modify Profile

Resources Modify the selected call pickup group.

• Services

Call Center


7.2.2 Removing Users from your Call Pickup Group

Select Services in the options menu, then click on Call Pickup.



Sess ion Admission Contro l Group

Display, add, modify or remove Session Admission Control groups.

Enable users to pa rk a call against their call park group and group number or extension. set call park attributes.

Polycom Phone Services

CommPi lot Call Manager

Config ure the CommPilot Call Manager settings for your group's users.

Advanced

BroadWorks Anywhere

Extends you r services so you can make and receive calls from any specifi ed fixed pl1one , mobile plio ne or soft clien t

just as if it were your prima ry device.

Group Paging

Enable users to page a group of users by dialing a paging Call Park

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Click on the Call Pickup Group that was previously created.


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Call Center

In the following screen, select the user you wish to remove, then click Remove <.

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• Group Name: !Call Pie kup Group


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AvaHabk! U sers Assi gned Users

Add > 2 , U ser (8088881177)

I Remove <II

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I Remove All I

You will then see that the user has been moved to the Available Users section.


7.2.3 Using Call Pickup

Once your Call Pickup Group has been set up, when a phone is ringing within your Call

Pickup Group, dial *98 to pull the call to your phone.


7.3 Group Paging

To set up Group Paging, you must first contact your Hawaiian Telcom Coordinator. They must

set up the original Group Paging group and create the Group Paging extension number, then

going forward, you may add or remove users to that group.

7.3.1 Finding your Group Paging extension number

To use Group Paging, you must first find your Group Paging extension number.

Click on Services, in the Options menu, then select Group Paging.


This is where you can find your Group Paging extension number.

7.3.2 Adding or removing users from Group Paging

From the same page you find your Group Paging extension, click on either the Name,

Extension number, or Edit to access your Group Paging group.

In the next window, select Originators to add or remove users as Originators.


Click on Search, to bring up all available users.

!:ifilll. - Home

We lcome System Administrator ILogoull

Paging Group Origi


s Ava ilab Originators Ass igned Originators

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I Add All » I

2,User (8088881177)

' ,Training (8088881880)

1,Main_Virtual (OAT000001GRP3U1)




8085509332,8085509332(8085509332)

8085509333,8085509333 (8085509333)

8085509334,8085509334 (8085509334)

8085509335,8085509335 (8085509335)

•

Highlight the user(s) you would like to add as an Originator, then click Add.



••• •

Welcome System Administrator ILogoutl

Group Profi le

Assigned Originators

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8085509332,8085509332 (8085509332)

8085509333,8085509333 (8085509333)

8085509334,8085509334 (8085509334)

8085509335.8085509335 (8085509335)

I Remove • I

1,User (8088881785)

The selected user will then be added to the Assigned Originators section.

Welcome Sys tem Administrator ILogoun

Group Pro file

Create and man a,ge the list of subscribers who may ori,gin ate calls to th e paging ,oroup.

Enter search crrteria below

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8085509332,8085509332 (8085509332)

8085509335,8085509335 (8085509335)

•


To remove a user, highlight the user(s) you would like to remove, then click Remove.



• • ••

Welcome Sys tem Administrator ILoaoutJ

Paging Group Originators •

Communication Barring

Enter search crrteria l>elo w

A vaiLab Originators

Assigned Orig inators





8085509332,8085509332 (8085509332)

, 33 (8 855 333)

8085509334,8085509334 (8085509334)

8085509335.8085509335 {8085509335)

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1,User (8088881785)

The highlighted user will then be removed and put back in to the Available Originators

section.

Click OK to save the changes.

To add or remove Target users from your Group Paging. Go back to the Group Paging

Profile section, then select Targets.

Follow the same process you would use to add or remove Originators.


You may also choose to Add All available users or Remove All assigned users.

7.3.3 Using Group Paging

If you are an Originator, to activate your Group Paging, from your phone dial the Group

Paging extension number. There will be an announcement, “Paging system ready”. After you

hear the beep, you are able to speak to your Targets. On the Targets end, they will hear a

beep, then they will be able to hear you speaking.


7.4 Music on Hold

File Criteria: Audio files uploaded must be a WAV file. No more than the maximum of 10 minutes.

No more than the maximum file size of 4.6875 MB.

7.4.1 Uploading WAV files

In the Profile section, select Announcement Repository.

In the next screen, click on Add.


Type in a Name for the file. Then click Choose File, in the Upload Announcement File

section.

In the window that pops-up, browse for the WAV file you would like to upload. Select the file,

then click Open.


•

•

After you have chosen a WAV file, click OK to save.

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Welcome System Adm inistra tor ll.lllll1lill

Add a new audio or video announ cement

7.4.2 Adding WAV files to the Music on Hold

Select Services from the Options section. Then select Music/Video on Hold.


••• Hawaiian Telcom • HAWAI I ' S TECHNOLOGY LEADER

Welcome System Adm inistrator rLoaouu

option to connect to the operator, dial by name or extension, or

ct to configurab le extensions

Play an uploade-0 aud io {mus i c) or vid eo fil e for ca llers on ho ld.

Click on Group or Edit.

Here you will see the options determined for the Music on Hold. Select where you would like

to Enable the Music on Hold. System defined Music/Video is the default generic music on

hold.


To change the music on hold from the default generic music to your own file, choose Custom

Music/Video File and choose from the Audio drop down field to select the file you want to

play. See example below.

Click OK to Save.

Note 1: Please get permission or comply with copyright laws for the music or audio you

choose to use for your Music on Hold.

Note 2: Video on hold is currently not available with the system.


7.5 Hunt Groups

Hunt Groups allow you to automatically process incoming calls received by a single phone

number by distributing them among a group of users or agents. This feature must be setup and

maintained by your Hawaiian Telcom Coordinator.

Example: If your main number is 555-1111, the system can be programmed so if someone calls

the main number, it will ring across of four different phone. If the call is not answered by any of

the four phones, it can be sent to a General Voicemail Box or sent to another number of your

choice. The main number is now a virtual number and not physically tied to any one phone. It is

just the starting point where the call will be distributed to multiple phones when called.

On the phone itself, you will see a line key label with the main number indicating that this

particular phone will ring when the main number is called. If you have opted to add a General

Voicemail Box, you will see it as a label on one of the line keys as well.

7.5.1 Viewing your Hunt Groups

To view how your current Hunt Groups are set up, click on Services in the Options menu,

then select Hunt Groups.


In the following screen, you may have more than one Hunt Group. Click on the Hunt Group

you wish to access.

Once you are in the specific Hunt Group, click on Profile.


The Hunt Group Profile is where you can find how the hunt group is currently set up.

7.5.2 No Answer Settings

The No Answer Settings is where you are able to see what happens when a call is not

answered by any of the users in the Hunt Group. You may see that certain features were

previously set up by your Hawaiian Telcom Coordinator.

In the example above, the calls are being forwarded to a General Mailbox after 45 seconds

which equates to approximately 4 rings. If you need to make any changes, please contact

your Hawaiian Telcom Coordinator.


7.5.3 Not Reachable Settings

If you have Hunt Groups programmed on your system, it is recommended that the Call

Forwarding Not Reachable feature be set up on the Hunt Group instead of on the individual

numbers. That way, in case of an emergency or if the system is down, if someone calls the

Main number, it will be forwarded off to a back-up location or a number off site.

7.5.4 Virtual Users

On the bottom of the Hunt Group Profile, you will see the virtual extension of the users who

are assigned to the Hunt Group. If you need to add or remove users to the Hunt Group,

please contact your Hawaiian Telcom Coordinator.


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