Emerge Administrative Guide

Administrative Guide
Connected Office Voice Premium
Business Solutions
Contents
Getting Started – Dashboard Login ............................................................................................. 3
Main Profile Screen .................................................................................................................................. 4
Main Screen Example.......................................................................................................................... 4
Group Services ......................................................................................................................................... 4
Auto Attendant Overview .......................................................................................................................... 6
Modifying Auto Attendant Settings......................................................................................................... 6
Auto Attendant Modify Screen ............................................................................................................... 7
Auto Attendant: Business and After Hours Menu ...................................................................................... 9
Creating a Time Schedule ...................................................................................................................... 11
Setting up a Time Schedule for an Auto Attendant .............................................................................. 11
Creating a Holiday Schedule................................................................................................................... 17
Setting up your Holiday Schedule........................................................................................................ 17
Record/Change an Auto Attendant Greeting ....................................................................................... 20
Group Call Park ...................................................................................................................................... 23
Group Call Pickup ................................................................................................................................... 25
Hunt Group ............................................................................................................................................. 27
Music on Hold/Video ............................................................................................................................... 33
Voice Portal ............................................................................................................................................ 35
Modifying a Call Center........................................................................................................................... 36
Call Center Statistics .............................................................................................................................. 43
Call Center Announcements ................................................................................................................... 49
Customer Service and Support ..................................................................................................................... 51
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Getting Started – Dashboard Login
Follow the steps below to access the dashboard login
Step
Action
1
Access: https://web1.voip.fuse.net
2
The Log In screen will appear as shown below.
Note: Your administrator username and password will be provided on the day of
installation by the Training Specialist.
The portal allows for complete control of all user and group level features. Group feature examples
would be Auto Attendants, Hunt Groups, Call Centers, or Music on Hold. User feature examples would
be Voicemail, Call Forward Settings, Simultaneous Ring, BroadWorks Anywhere, or Remote Office.
Note: Cincinnati Bell Technology Solutions is responsible for the management, monitoring and repair of the network
core infrastructure, network connectivity and equipment deployed at the customer premise. Adds, changes, or
moves requested after install through the Customer Care group may be charged as a fee.
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Main Profile Screen
Once you have successfully logged in to the web portal, you will be at the administration Main Profile
Screen. From this screen you have the ability to modify user settings and access all your primary Group
services such as Auto Attendants, Call Centers, Hunt Groups and other group services.
Throughout the administration portal each screen has a HELP option for more information about the
current screen and the service being reviewed, added, or modified. Click on HELP to find out more about
the current screen and modification options being viewed.
Main Screen Example
Group Services
The following section will cover basic administration options for all Group Services. The available
group services vary according to user selection. Refer to the “User Administration” section to review
which Group services are applicable for Basic, Standard and Premium User assignment. Some features
may be available as an “Add-on” Features to the seat.
Your service includes a total of five hunt groups, five auto attendants, and five additional
mailboxes. The following sections will show you how to add new and modify existing group services:
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
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Auto Attendant
Group Call Park
Group Call Pickup
Hunt Groups
Voice Messaging
Call Centers
To access the Group Services Screen, from the Main Profile Screen, select Services listed under the
Options menu as shown below:
The available group services will appear. *Note: This screen will vary depending on services ordered.
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Auto Attendant Overview
The Auto Attendant is an automated receptionist who greets and routes calls on the main reception
line, as well as, the phone extension of various departments in a company. It may be used in place of a
receptionist greeting, or use for overflow calls. Special greeting prompts can be customized and
recorded for the company and individual departments (See Recording Auto Attendant Greetings). Your
company may have one or many Auto Attendants. They may be set up with Dial by Name or Dial by
Number directories.
The Auto Attendant is assigned a telephone number and an extension. Each Auto Attendant includes
business hours and after hours greetings for recording. You may record the greetings through The
Company’s Voice Portal or by uploading a .wav file via the web interface. The Menu items are
customized and may be viewed and changed via our web interface. Various options may be
programmed for:
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Time of day
Day of week
Holiday Schedules
Modifying Auto Attendant Settings
Step
1
2
6
Action
Click on Auto Attendant from the Group Services Screen
From your list of Auto Attendants select the one you wish to modify, Click Edit.
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Click on Profile
Auto Attendant Modify Screen
From the Auto Attendant Modify screen you may perform the following:
 Change the Name of your Auto Attendant
 Assign a different Calling Line ID
 Select a Department assigned to the Auto Attendant
 Alter the Business and After Hours Menu Options
The Auto Attendant Modify Screen is shown below.
Note: All fields that are marked with an asterisk (*) are required.
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Option
Description
Name
The name identifies the Auto Attendant and is found in the list of Auto
Attendant(s). You may rename the Auto Attendant by typing a new
name in the Auto Attendant Name text box.
Calling Line ID First
Name and Last
Name
The Calling Line ID Names reflect the To: and From: displayed when
calling the Auto Attendant number or extension. To change the Calling
line ID of the Auto Attendant, simply type in the new name or number
in the Calling Line ID First and last name Test box , can be
alphanumeric.
In order to select a Department, one must have been created when
your service was configured.
Department
Note: To create a department, please call customer service to set up
new departments and assign users to your department.
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Extension Dialing
This determines whether the Auto Attendant can redirect callers by
extension to any user in its Enterprise, Group or department.
Name Dialing
The option determines if the Auto Attendant can redirect callers by
name to any user in its Enterprise, Group, or department
Name Dialing
Entries
Change how callers find users from your Dial by Name Directory, by
searching first and last name entries.*Groups may also be assigned by
your service provider and are generally applicable as a way to identify
multi-locations
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Auto Attendant: Business and After Hours Menu
To modify or add to your current Business and After Hours items. Click on the Business Hours or After
Hours Menu. Once new items are added to the menu, the greeting must be changed to reflect the new
additions for listening and selection.
To set up/review access Auto Attendant > Business Hours Menu
Business Hours Screen
Business Hours Greeting
To personalize your Business Hours greeting, follow the instructions to record your greeting by calling
into the voice portal or, follow the instructions to upload .wav audio files. *The Auto Attendant example
above reflects a .wav file uploaded into the system.See Recording Auto Attendant Greetings
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Menu Options
Enabling First level Extension Dialing box allows callers to enter the extension of the party they want to
reach without selecting a menu option first. Enabling this feature makes the Auto Attendant more
convenient for callers who already know the extension of the person they are trying to reach.
*Reminder: When recording your Auto Attendant message, make sure you state Extension Dialing is an
option in your recording. Example: “If you know your party’s extension, you may dial it at any time.”
Menu Listings
To modify your menu listings type in the desired menu listing under the Description column. Then select
the desired “action” from the drop-down lists, the Action control offers the following choices.
Choice
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Description
Transfer with prompt
Plays the message, “ Your call is being transferred, please hold”, and
transfers the call to the specified number
Transfer without Prompt
Transfers to the specified number without playing a prompt
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Transfer to Operator
Name Dialing
Extension Dialing
Repeat Menu
Exit
Plays the message, “Please stay on the line while your call is transferred
to the operator”. The call is then transferred to the specified operator
number
Brings the caller into the automated name directory
Prompts the caller for an extension, and transfers the user
Replays the Auto Attendant greeting
Terminates the call
Note: When any “Transfer Action” is selected, a phone number text box will appear under the Phone
Number column. Click the Ok button to retain changes.
Creating a Time Schedule
Setting up a Time Schedule for an Auto Attendant
After the menu items for the Business and After Hours are modified or created, time schedules can be
set up for when the Business Hours and After hours menus selections are available and greetings are
played.
Every Day All Day is the default setting and will play the same greeting 24/7, unless, a Time Schedule
has been created. Once the Time Schedule(s) have been created, they will be listed as a selection in
the Business hours drop down box.
To Create a Time Schedule for your Auto Attendant, follow the steps below.
Step
11
Action
1
Access Main Menu Profile
2
Select Schedule
3
Click the Add button in the Schedule Screen
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4
Enter Time Schedule Name and select if it is a Holiday or Time Schedule. Select OK
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Click on the Schedule to edit.
6
Click Add
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Enter Event Name
8a
Daily Schedule: Start Date & End Date should be same day
Start time & End time should reflect your business hours
Under the Recurrence Pattern select Daily
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8b
Weekly Schedule: Start Date & End Date should be same day
Start time & End time should reflect your business hours
Under the Recurrence Pattern select Weekly
Check all days that apply to Start Time & End Time
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8c
Monthly Schedule: Start Date & End Date sould be same day
Start time & End time should reflect your business hours
Under the Recurrence Pattern select Monthly
Enter Month date or weekday
8d
Yearly Schedule: Start Date & End Date Should be same day
Start time & End time should reflect your business hours
Under the Recurrence Pattern select Yearly
Enter Month and Date or Month and weekday
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9
10
Once your Time Schedule is set up select OK
Go back to the Auto Attendant to modify screen
Select the new business hours schedule from the business hours drop down box.
Click OK
After Hours Menu
You can make available different menu items for callers after normal business hours by creating an
After Hours Menu
Note: If you use a Business Hours Schedule, be sure to record your After Hours greeting through the
Voice Portal, or upload a file. It is not necessary to create a Time Schedule for the After Hours as the
greeting and menu items will automatically be played and available to the caller, after the Business
Hour Time Schedule has been created.
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Creating a Holiday Schedule
During Holiday’s your office may operate with different business hours requiring a different schedule
and greeting. For Holiday’s, you may set up a separate Auto Attendant only for Holidays use, or, use
your existing Auto Attendant and change your greeting to reflect the times your company will be
unavailable during a Holiday.
Setting up your Holiday Schedule
Step
17
Action
1
Access Main Profile Page > Schedule
2
Click the Add button located at the bottom or top of the screen
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Enter the name of the Holiday in the Schedule Name and select Holiday for the
Schedule Type. Select OK
4
Select Holiday Schedule to Edit
5
Select Add
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6
Enter the dates and name of your Holiday’s. You may decide to create a separate
Holiday schedule for each holiday; in that case, only one holiday would be
entered per schedule.
The Holiday Schedule is created and ready to be selected in the Auto Attendant.
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Thanksgiving Example: Enter the Thanksgiving Start & End Date
Mark as an All Day Event if closed for both days
Recurrence Pattern should be Yearly
Set criteria for the 4th Thursday in November
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8
Christmas Example: Enter the Christmas Start & End Date
Mark as All Day Event if closed for multiple days
Recurrence Pattern Should be Yearly
Enter the Day & Month of recurrence
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In order to set up Holiday Schedule to work in the Auto Attendant:
Go back to the Auto Attendant Modify Screen. In the Holiday Screen Text Box,
use the Drop down arrow and select the Holiday Schedule you created. By
changing the Business Hours to “Every Day All Day” it will play your Holiday Greeting
24/7. Next, record or load the After Hours Greeting to play for the Holiday Schedule
The holiday schedule will play the After Hours menu options and greeting.
To remove the holiday greeting, select “none” on the holiday drop down list and revert back to the
previous settings. The After Hours greeting will need to be re-recorded or loaded with the previous after
hours greeting.
Record/Change an Auto Attendant Greeting
There are two greetings you can record for your Auto Attendant using the Voice Portal; the Business Hours and
After Hours greetings.
To Record or Change an Auto Attendant Greeting
The Auto Attendant may be accessed from any IP phone in your network or, from any outside phone.
You will need your Voice Portal Number or extension to access the Auto Attendant.
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From any IP phone in Company Network
Step
Action
1
Dial the extension of the Voice Portal Number
2
Press the * Key
3
When Prompted for the Mailbox ID, enter the extension of your Voice Portal
Number
4
Enter your passcode followed by the # Key
5
Press 1 to Change an Auto Attendant Greeting
6
If you have more than one Auto Attendant, enter the extension of the Auto
Attendant you are changing
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Press 1 to change the Business Hours Greeting
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Press 2 to change the After Hours Greeting
Business Hour Menu
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Press 1 to Change Business Hours Greeting
Press 1 to Record Business Hours Greeting
Press 2 to Listen to current Business Hours Greeting
Attendant Greeting
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If you have more than 1 Auto Attendant, enter the extension of the Attendant you are changing.
Press 1 to change the Business Hours Greeting
Press 2 to change the After Hours Greeting
Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension or
ID for each auto attendant
After Hour Menu
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Press 2 to Change After Hours Greeting
Press 1 to Record After Hours Greeting
Press 2 to Listen After Hours Greeting
Note: If you are looking for the extensions of the Auto Attendants, please print or refer to your Enterprise
Directory. (Select a user within your group> once in their profile select Utilities> Within Utilities select
Enterprise Directory> Select Enterprise Directory Summary)
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From Outside Your Network
When accessing your auto Attendant from an outside phone you will need your Voice Portal Number.
Step
Action
1
Dial the Voice Portal Number
2
When prompted for the Mailbox ID, enter the extension of your Voice
Portal followed by the # Key
3
Enter your passcode followed by the # Key
Press 1 to change an Auto Attendant Greeting
4
If you have more than 1 Auto Attendant, enter the extension of the Auto
Attendant you are changing.
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Press 1 to change the Business Greeting
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Press 2 to change the After Hours Greeting
Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension for each
Auto Attendant.
Record and Upload files for Greeting and Announcements
Instead of recording your greetings from the voice portal, you may decide it is more convenient to have
recorded files loaded for your Auto Attendant(s), Call Centers Announcements, and for Music On
hold/Parked Calls. The same instructions will apply to loading files throughout the administration portal.
Follow the below steps when using the Windows Sound Recorder.
Step
1
Action
Go to Start/All Programs/Accessories/ Entertainment/Sound Recorder.
The windows Sound Recorder will open. If you will be using a microphone,
make sure your microphone is plugged in. You can test by hitting the (record
button) and talking.
2
Press
to record your message. When finished with your recording
press
After you have recorded the message, hit
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(play) to hear the recording
3
Click on File in the top left corner of the recorder. Click on Properties prior to
saving your wav file, to change the Format to: CCITT u-law, (8.000 kHz, 8 bit,
Mono).
4
Click on the Convert Now button.
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Step
5
6
Action
Select CCITT u-law format to convert the file to be loaded.
To save the Format and Attribute settings for future use, click on Save As
Click OK.
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Go back to the Sound Selection screen, click Ok. The file is now in the correct
format. After naming the file, Click Save
After naming your file, click on Save. Now you may upload your file to any
group service that has a text box available for Greetings and
Announcements. As indicated in each group service section.
Your filePark
is now in the correct format to upload your greeting. This will
Group Call
automatically select the correct Attributes. (CCITT u-law and 8.000 kHz, 8 bit, Mono)
With Group Call Park you may change the Recall Timer, Display Timer, and enable Parked Destination
Announcements. By creating a Call Park Group, it allows the administrator to make adjustments and
modification to Parking features unavailable with “standard” Call Park. This configuration also allows the
administrator to define Call Park Settings for each group.
Select Call Park listed under the Services Column
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Group Call Park Settings
Recall Timer
The Recall Timer option applies to all Parked calls, both for standard Call Park and a created Group
Call Park. The Call Park service has a single Recall Timer option. Group Call Park groups do not have
their own individual Recall Timer Options. The Recall Timer option has a range from 30-600 seconds,
the default is 45 seconds.
Display Timer
The Display Timer option controls how long the Application Server waits before automatically, releasing
the parked call when using the Group Call Park. The Display Timer option has a range from 2-15
seconds. The Default setting is 5 seconds. The Display Timer is applicable only with the Group Call
Park and not in standard Call Park.
Parked Destination Announcement
The Parked Destination Announcement option controls whether the Application Server provides an
announcement.
Adding and Modifying Call Park Groups
Option
Details
Modify a Call Park Group
Select Edit beside the name of the call Park group. The
call Park Modify Page with appears. Make adjustment
click Apply or OK.
Add a Call Park Group
Click Add. The Call Park Add page appears
Save your changes
Click Apply or Ok. Apply saves your pages. Ok saves your
changes and displays the previous page.
Notes: All Features listed above are available through Group Call Park; these features are not
available with the standard Call Park.
After Call Park has been configured simply use the feature access code assigned for this service (#58)
for the group
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Group Call Pickup
The Call Pickup service allows users to answer a call that is ringing at another extension within their
group. If more than one phone within the group is ringing, the phone that has been ringing the longest is
the one that is picked up first. Once set up, use the Feature Access Code (FAC) *98 to pick up a ringing
phone in your group.
Note: Each person can only be in 1 Call Pickup group
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Choice
Action
1
To create a Call Pickup Group, click Add
2
Enter the Group Name
3
Click Search then select and add the Available Users that need to
become Assigned Users
Select OK
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Hunt Group
A Hunt Group automatically processes incoming calls received by a single phone number by distributing
them among a group of users or agents. Multiple settings are available for configuration.
Disclaimer: Activating BroadWorks Anywhere, Mobility, IM Presence endpoint termination or Remote
Office on any user contained in a hunt group will override Call Forwarding Not Reachable.
To modify an existing Hunt Group: Within Services, select Hunt Group.
To modify a Hunt Group, select the Hunt Group to Modify, and click Edit.
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In order to make changes to the Hunt Group select the Profile menu.
Next, choose a name to identify the Hunt Group. The Name will be displayed as identification purposes in
the directories and the list of Hunt Groups.
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
The Calling Line ID Last/First Name, the name selected will reflect to users in the Hunt
Group on incoming calls and to the internal group when dialing the Hunt Group number.
Note: Text boxes marked with an * must be filled out.

When Allow Call Waiting box is checked additional calls may be taken by agents in the
Hunt Group.
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Determining Group Policies
Group Policies apply to Hunt Groups and Call Centers and may be changed at any time by the Group
Administrator.
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Option
Description
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.
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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
Weighted Call
Distribution
Incoming calls hunt through all agents in the order, starting with the
agent who has been idol the longest and ending with the agent who
most recently answered a call.
Incoming calls are assigned to idle agents based on percentages you
assign on the Call Center Profile Weighted Call Distribution page.
No Answer Settings
Option
Skip to the Next
Agent
Defined
After X rings check box to pass incoming unanswered calls to the next
user after the specified number of rings, as determined by the current
group policy
*1 ring = 5 seconds
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Forward Call After
Waiting
Call Forward To
After specified Seconds checking this box will send unanswered calls
to the phone number specified in the Calls Forward test box. The box
accepts value from 0 to 7200 seconds or 2 hours.
Enter a number in the Calls Forward To box to
Transfer calls to the number entered when a call is not answered in the
time specified in the Forward call after waiting box. The following
Feature Access Codes may be used:

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
Direct Voice Mail Transfer
Calling Line ID Delivery Blocking per Call
Calling Line ID Delivery Blocking Allowing per Call
Adding and Removing Agents from your list of Assigned Users
Depending on the policy assigned to the new Hunt Group, the system will route calls to users in the order
they are listed in the Assigned Users column.
Step
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Action
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1
2
Select the Search button
In order to Add a user to the Assigned User list:
Select a user from the Available Users column and click on the Add button


To add all users listed in the Available Users column, Click Add All.
To add one or more users in the Available Users column, select the desired
names and Click Add.
To select a single user, click the desired name on the list. To select multiple
users, hold the CTRL key and click the desired names. To select a range of
names, click the first name, press the SHIFT key, click the last name, and then
release the SHIFT key.
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In order to Remove a user from the Assigned User list:
Select the user from the Assigned Users column and click on the Remove button

To remove all users listed in the Assigned Users column, Click Remove All.

To remove one or more users in the Assigned Users column, select the
desired names and Click Remove.
To select a single user, click the desired name on the list. To select multiple users,
hold the CTRL key and click the desired names. To select a range of names, click
the first name, press the SHIFT key, click the last name, and then release the
SHIFT key.
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Click Apply once all changes are made
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Choice
Description
Move up a user in the
list
Click the name in the “Assigned Users “column and click Move
Up.
Move a user down in
the order
Click the name in the “Assigned Users” column and click Move
Down.
Add a Hunt Group
Click Add
Music on Hold/Video
This Service will allow you to use system music or upload your own preferred music. The music will
play when a caller is placed on Hold or Park.
 The Music/Video Screen will appear. Select the Group you wish to modify and click Edit.
 The Music/Video On Hold Modify Screen will be displayed.
 Checking the Enable boxes for Call Hold and Call Park allows the system to play the selected
options for System Defined Music, External Sources, and Custom files.

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To upload your Custom Music/Video File, select the custom Radio Button, then select the file
you wish to load.
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Note: To upload a file, your music on hold must be converted in either of the following formats:
For .WAV files:




Linear PC
16.000 kHz
16 bit mono
WAV file type
For .WMA files:




Linear PCM
16.000 kHz
16 bit mono
WMA file type
For both .WAV and .WMA files:

The maximum audio length is 2 minutes for a Voice Messaging Greeting and Custom
Ringback User/Group.

The maximum audio length is 10 seconds for user's Voice Portal Personalized Name.

The maximum audio length is 10 minutes for the Music On Hold greeting.

For all other services, the maximum audio length is 5 minutes.
To save your changes Click Apply, Ok will saves changes and displays the previous page.
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Voice Portal
The Voice Portal was activated when your service was configured. Modifications may be made to change
user’s access and privileges to record, compose /send, and forward messages to other members in the
group.
It is important to note that the voice portal is used to access and record greetings for the Auto Attendant.
If disabled, users will not have access to voicemail options, or recording features.
Phone Number: This is the number you will call when checking or recording messages from outside of
the network
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To Reset the Voice Portal Password: type in a new 4-8 digit password, re-type again and click OK.
Modifying a Call Center
In the Services Screen, click on Call Center in the Advance column
Step
1
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Action
Click Edit, on the Call Center you wish to modify
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2
Click on the Call Center’s profile
From the Call Center Profile Screen, several adjustments and configuration
options are available.
If new numbers are needed for your Call Center, Customer Service will need to
be contacted. The number will need to be unassigned from any Address prior to
being assigned to the Call Center.
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Call Center Profile Screen will allow you to Modify features:
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Name Text Box: You may change the name of the Call Center which will be displayed in various directory
listings and the Call Center List.
The Calling Line ID Last Name and First Name will be displayed to any agents (users) assigned to the
Call Center. The example below reflects “Sales CC” as the Calling Line ID; this information will be
shown in the screen on the IP phone, in front of the incoming caller ID. This identification alerts the
agents in a call center so calls may be differentiated from other Call Center calls coming in and personal
calls to their assigned Direct Inward Dial numbers (DID’s) and answered accordingly by the agent.
Tip: The shorter the Calling Line ID First Name and Last name, the more characters will be displayed to
the agent on an incoming call. Putting a period (.) in the Calling ID Last name text box takes up one
character and enables the administrator to shorten the name for agents and keep all asterisk (*) areas
complete.
If a Department has been already provisioned, you may assign the Call Center to a specific department.
The Language is defaulted to English and your local Time Zone has been selected.
Option
Determining Group
Policies
Circular
Details
Group Policies apply to Hunt Groups and Call Centers and may be
changed at any time by the Group Administrator.
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.
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Uniform
Weighted Call
Distribution
Incoming calls hunt through all agents in the order, starting with the agent
who has been idol the longest and ending with the agent who most
recently answered a call.
Incoming calls are assigned to idle agents based on percentages you
assign on the Call Center Profile Weighted Call Distribution page. This will
appear in the Call Center’s Profile page.
Call Center Settings
Option
Details
Queue Length _____ calls Type in the limit for the number of calls the system keeps on hold,
waiting for an available agent.
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CCRS
Not Applicable at this time
Play ringing when
offering call
Check this box to offer ringing on inbound calls to the call center. If this
is unchecked, the callers will immediately hear your entrance message
and hold music until someone answers the call. NOTE: Your agents
must use the DND or Login/Logout of the call center when they are not
taking calls. If you have a phone that is available and no one is there
to answer it, the caller will only hear ringing and will abandon the call
after 6 or 7 rings. Our recommendation is to always leave this box
unchecked.
Enable video support
Not Supported at this time
Allow callers to dial ____
to escape out of queue
This is a customizable option which allows callers to skip the queue
and get routed to another option – typically a General Voicemail Box.
Zero (0) or # are the most common entries used.
Reset Caller Statistics
upon entry to queue
Not applicable at this time
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Agent Settings
Option
Details
Select this option if you would like agents to have the ability to join and
Allow Agent to join unjoin call centers. This requires the agent to have user level access to the
Call Center
web portal where they can choose to be available or unavailable.
Allow Call Waiting
on Agents
Enable Calls to
agents in wrapupstate
Check or uncheck the Allow Call Waiting on Agents box. By allowing Call
Waiting, agents can handle more than one call directed to them, regardless
of their individual user settings for Call Waiting.
Check or uncheck the Enable calls to agents in wrap-up state box.
Set the time to give an agent to make notes or finish paperwork after
Enable maximum receiving a call. The agent will not receive another call until this time has
ACD wrap-up timer: expired unless you have Enable Calls to agents in wrap-up state checked.
Selecting this option allows your agents to have their status changed
Automatically set automatically after handling a call. Available, Unavailable and Wrap-Up are
agent state to___ possible options. Note that the agent or supervisor would need to make them
after call
available through the web portal
Example of using a FAC
*55 is the FAC for Direct Voicemail Transfer, by placing *55 in front of the number entered it will assure the call
goes directly to the voicemail box specified and would be entered as *555132631220.
Note: For a Full List of FAC’s go to Utilities> Features Access Codes.
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Business Solutions
Adding and Removing Call Center agents
From the Call Center Basic Profile screen select the Agent option.
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Option
Assigning Agents to
the Call Center
Reorder the list of
Agents
Details
In order to assign an agent to the Call Center move their name(s) from the
Available Users column to the Assigned Users column. This can be done
in two ways:
 To add all users listed in the Available Users column, Click Add All.
 To add one or more users in the Available Users column, select the
desired names and Click Add.
To select a single user, click the desired name on the list. To select
multiple users, hold the CTRL key and click the desired names. To select a
range of names, click the first name, press the SHIFT key, click the last
name, and then release the SHIFT key.
Depending on the Group policy assigned to this Call Center, the system
may route calls to agents in the order they are listed in the Assigned Users
column. In the Assigned Users column and click Move
Down.
 To move a user up in the list, click the name in the Assigned Users
column and click Move Up.
 To move a user down in the order, click the
In order to remove an agent from the Call Center move their name from the
Assigned User column to the Available Users column. This can be done in
two ways:
Removing Agents from
Call Center

To remove all users listed in the Assigned Users column, Click
Remove All.

To remove one or more users in the Assigned Users column, select
the desired names and Click Remove.
To select a single user, click the desired name on the list. To select multiple
users, hold the CTRL key and click the desired names. To select a range of
names, click the first name, press the SHIFT key, click the last name, and
then release the SHIFT key.
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Call Center Statistics
Call Center Statistics are available for each Call Center and are located in the Call Center’s Main Profile
Screen as shown below.
To view your Call Center Statics, Click on Status &Statistics.
Call Statistics are stored for a 48 hour period.
Tip: If you select E-mail reports you may create a rule in your inbox and create or, specify a folder for
Call Center reports which then are immediately dropped directly to the designated inbox folder for
viewing later.
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To set up your Statistics Report Settings:
Option
Daily Report
Description
When you select Daily Report you are enabling the
accumulation of statistics on the Application Server and
allowing the web portal interface and daily email report
feature to retrieve the statistics from the Call Center
Reporting Server
This will always be AS
Statistics Source
Reporting Period
Email Address(es)
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From the Reporting Period drop down list, select the time in
minutes. You can select 15-minute, 30-minute, or 60-minute
time intervals. The lowest reporting granularity is determined
by the value of the statistics sampling period configured at
the system level.
In the Email Address(es) text box, enter the email
address(es) to which to send the report. If you need to have
more than two email addresses you must create a
distribution list with your email provider.
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To view Queue & Agent Statistics
To view the Queue & Agent Statistics fill out the Start & End Date along with the Start & End Time to pull specific records.
Select Apply,
Option
Display current-time statistics
Description
When Display current-time statistics option is checked,
then End Date and End Time will be hidden. The
statistics will be displayed from the start date and time
specified to the current time.
When Display current-time statistics option is not
selected, select the period for which you would like to
view the queue and agent statistics
Start Date & End Date
Start Time & End Time
For the Start Date, click on the Calendar icon to select
the start date.
For the End Date, click on the Calendar icon to select
the start date.
In the Start Time drop-down list, select a start time,
including the minutes from the second drop-down
list.
In the End Time drop-down list, select a start time,
including the minutes from the second drop-down
list
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The Queue & Agent Statistics main screen:
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About the Call Center Statistics
Option
Description
Number of busy
overflows
This is the number of calls that came in after the queue limit was
exceeded. Such calls are likely forwarded to voice mail.
Number of calls
answered
This is the total number of calls answered handled by an agent.
Number of calls
abandoned
This is the total number of calls for which the caller has hung up or has left
a message before an agent became available.
*This also includes callers who ‘press key to exit queue’ if feature is
activated
Number of calls
transferred
This is the total number of calls that are transferred out of the Call Center
queue.
Typically, a call is transferred from a given Call Center queue to another
Call Center queue using a client application
*This is not applicable at this time
Number of calls timed This is the total number of calls that remain unanswered and that are
forwarded out of the Call Center queue upon timeout.
out
Average Wait Time
This is the average amount of time that callers spend waiting for the next
available agent to answer the call.
Average Abandonment This is the average time that callers spend waiting for an agent before
hanging up or selecting the option to leave a message.
time
Average number of
agents staffed
This is the average number of agents staffed during the period for this Call
Center instance.
An agent who has joined the Call Center campaign and who is not in the
sign-out state is considered as staffed.
Average number of
agents talking
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This is the average number of agents who were in the talking state during
the period for this Call Center instance.
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About the Agent Statistics
All Agents assigned to this Call Center are listed. Agents who have deactivated the Available
switch on their Call Center page will have unavailable status shown at the end of their today
statistics line.
Note: As the administrator you may remove a user’s ability to log in and out of the call center.
The following table describes the statistics for individual agents:
Option
Number of calls
handled
Average call time
Description
This is the total number of calls that the agent has handled.
This statistic accounts for all Call Center calls that are released by the
agent during the specified period.
This is the average time that an agent spends on calls from the Call Center
instance.
This statistic accounts for all Call Center calls that are released or
transferred by the agent during the specified period.
If the agent transfers a call (for example, to another queue), then the call
time only accounts for the time spent on the call by the agent prior to the
call transfer. In previous releases, the call time after the call transfer would
be allocated to both the redirecting agent and the agent answering the call
from the other queue. This behavior is changed upon upgrade.
Number of calls
unanswered
This is the total number of calls extended to the agent that are not
answered (for any reason other than because the agent is busy.
Notice that for a single call to a Call Center instance, an agent may be rung
multiple times as the call can be placed in the queue and presented to the
agent again. Therefore, this statistic may increment more than once for a
given call to the Call Center instance.
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Total talk time
The amount of time that the agent was busy handling calls for this Call
Center instance.
Total staffed time
The amount of time that the agent has joined the Call Center
instance and was not in the sign-out state
Business Solutions
Call Center Announcements
This service allows you to set welcoming and on-hold messages for Call Center Callers.
System and Custom Announcements
The Announcement Screen will be displayed as shown below. If no customized Announcements were loaded, the
Call Center is defaulted to play System Announcements.
Note: You can record your own announcements to customize what your callers hear when they call.
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System Entrance message
Callers will hear the following message, “your call is very important to use, please wait for the next available agent
or press zero to leave a message.”
Estimated Wait Message
You use this page to customize the estimated wait message that plays to callers waiting in a call center
queue. The message provides callers either with the approximate waiting time or with their position in
the queue.
When the waiting time or queue position of the caller exceeds the configured maximum, you can
choose to play the following message to the caller: "We are experiencing a high volume of calls. Please
hold."
System Periodic Comfort message
Callers hear the following message, “your call is very important to us, please wait for the next available agent.”
Note: The time between messages option determines how frequently the Comfort Message is played.
System Music/Video on Hold Message
Callers hear the default Music/Video from your service provider
Custom Announcements
To customize your Call Center Announcements follow the instructions for Loading Greetings and
Announcement files, pages 23-24.
Note: If you have a company that records your hold music and greetings, request they convert the .wav
file into CCiTT u law format.
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Customer Service and Support
Congratulations and Welcome to your new Connected Office Voice Premium Service we are
pleased to have you on board and look forward to serving your organization!
Please contact our Customer Care Support Number with questions about your service, billing, or changes
regarding your system.
Customer Care: 877.290.2777 Option 4 or [email protected]
To report any service issues or to place a trouble ticket, please contact Technical Support.
Technical Support: 877.290.2777 Option 3
Learn more about your new features and for Connected Office Voice Premium support, visit:
www.cincinnatibell.com/business/covp-support
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