Hosted Voice Product Training Business Group Administrator

1. Hosted Voice Product Training Business Group Administrator

2. Agenda Logging In “Help” Tool Administrator Portal Lines ICON’s Phones MADN’s MLHG’s Call Pick Up Groups Short Codes Extensions Departments Account Codes Call Logs Misc. Settings Music on Hold Contacts

3. Resource Center http://www.earthlinkbusiness.com/hostedvoice

4. Log In Open up a web browser Go to https://voip.elnk.us/bg You will enter the following: Number – This is your 10 digit telephone number. Please enter numbers only without dashes Password–This will be the same password that you have for your voicemail

5. Powerful “Help” Tool At anytime the extensive “Help” topics are available for the user to assist them with first time issues.

6. Administrator Portal Lines: Shows all individual lines, MADN’s & MLHG’s. Phones: Allows you to manage the phones in a business group. MADN’s: Are external number that can be used to access multiple lines within a business group. MLHG’s: A set of lines within a business group that allow calls to be passed to non busy lines within a hunt group Call Pick Up Groups: defines a group of lines in which subscribers can answer each others incoming calls Short Codes:A specific code that is tied to an external phone number Extensions: Allows users to quickly dial another number within the business group Departments: Divide your business into separately administrable groups. Account Codes: Allows you to use a code of your choice when placing an outbound call. Calls Logs: Allows you to download a report of all calls made to or from your business. Misc. Settings: Gives access to the number blocks & external calls settings information. Music on Hold: The ability to change the music on hold for your business. 5 11 2 3 4 12 6 7 8 9 10 1

7. Lines Displays all the lines associated with your business group

8. Lines – View Call Manager Information • Click to gain access to an individuals CommPortal under the administrator’s view • You will be able to make changes and view information to the selected individuals CommPortal with the exception of viewing voice mails.

9. Reset Account Information • Go to Settings tab • Click on the “Accounts” tab • Click the “Reset Account” button Note: This will reset all the information for back to the initial setup. You should ensure that all voice mail messages are retrieved prior to completing this action.

10. Changing Line Name • Go to “Account“ tab • Click on the “Edit” link • Edit the name associated with the line • Click the “Save” button

11. Creating Sub-Administrators After you have created “departments” you may want to assign an individual as a sub-administrator • Go to Settings tab • Click on the “Account” tab • Click on the “Edit” link • Click the drop down box under “Admin” • Select the group you want to assign as an administrator • Click “Save” button

12. Lines – View MADN Information Click to gain access to an MADN configuration

13. ICON’s Standard or “Easy” Auto Attendant Premium Auto Attendant Administrator

14. Phones Ability to manage the phones within your business group and assign lines.

15. Phones The ability to search for a line within your business group by entering full or partial characters.

16. Phones To Change the Description Associated with Phone • Click on either MAC Address, Description or Assigned To hyperlink • Change the Description field • Click “Apply”

17. Phones Assign a Phone to a Department • Place a check mark next to the phone. • Select the department from the drop down box • Click “Assign to Department” Assign a Line to a Phone • Place a check mark next to the phone. • Enter the telephone number • Click “Assign to Line”

18. MADN’s A MADN or “Multiple Appearance Directory Number” displays all the lines set to ring when the MADN number is dialed.

19. MADN’s – Adding Lines Click “Add Lines” Button Numbers not assigned to the MADN group will be displayed Select the number(s) you wish to add Click “Add Selected” Button Note: You may only have up to 32 lines within the group. Calls are limited to the number of lines programed on each users phone. For example-: If you only have 2 lines programed on the phone, you will only be allowed to have 2 simultaneous calls on that particular phone.

20. MADN’s – Removing Lines Select the line(s) you want to remove Click “Remove Selected”

21. MLHG’s Displays the lines set to ring when the MLHG is configured

22. MLHG’s - Settings Click to view the MLGH settings

23. MLHG Piolts You can optionally assign one or more MLHG Pilot Directory Numbers to the Hunt Group. These provide a contact number for the whole group that will always pick a free line, instead of being associated with a specific line within the Hunt Group.

24. MLHG’s – Lines (Removing Lines) Select the line(s) you want to remove Click “Remove Selected”

25. MLHG’s – Lines (Changing Line Positions) Click “Change Positions” Use the arrows to move position up or down Click “Apply”

26. MLHG’s – Lines (Adding Lines) Click “Add Lines” Select the line(s) you want to move Click “Add Selected”

27. Call Pickup Groups A Call Pickup Group defines a group of Business Group Lines within which the subscribers can use Call Pickup to answer each other's incoming calls. Note: You may only have up to 32 lines within the group. Calls are limited to the number of lines programed on each users phone. For example-: If you only have 2 lines programed on the phone, you will only be allowed to have 2 simultaneous calls on that particular phone. Note: You must hear the other phone ringing in order to answer

28. Call Pickup Groups Delete Groups Select the group(s) you wish to Click “Delete Selected”

29. Call Pickup Groups Add Groups Click on “Add Group” Enter a group name Click “Add”

30. Call Pickup Groups - Configuration Each row in the table shows the following for each line in • Telephone number of the Business Group Line. • Extension number of the line. • Name of the line. • The Department that the line is in.

31. Call Pickup Groups - Settings Change the Call Pick Group Name Click on “Settings” tab Enter a Call Pick Up Group name Click “Apply”

32. Short Codes A specific code that is tied to an external phone number for all users within the business group to access.

33. Short Codes – Add a Single Enter a code to be assigned as the “Short Code”(Usually between 1 & 4 digits). Enter the telephone number to be assigned to the “Short Code” Use the drop down arrow to select a department (Optional) Click “Add”

34. Short Codes – Add a Range Enter a range of codes to be assigned as “Short Codes”(Usually between 1 & 4 digits). Enter the telephone number to be assigned to the “Short Code” Use the drop down arrow to select a department (Optional) Click “Add”

35. Short Codes - Delete Select the short code(s) you wish to delete Click “Delete Selected”

36. Extensions Allows the Administrator to configure extensions within the business group for quick dialing

37. Extensions – Add Single • Enter an extension number you wish to create. • Enter an telephone number you want to associate the extension with when dialed. • Click “Add”

38. Extensions – Add a Range • Enter a range of extension numbers you wish to create. • Enter an telephone number you want to associate the extension with when dialed. • Click “Add”

39. Extensions – Edit Range • Click on the extension you want to edit • Edit the appropriate information • Click on “Save”

40. Departments The administrator can sub-divide the business group into departments.

41. Departments - Add Click on “Add Department” button Enter the appropriate information Click “Apply” to save

42. Departments - Edit Click on the department you wish to edit Edit the appropriate information Click “Apply” to save

43. Account Codes Check the box next to the appropriate feature you wish to have an account code associated with it. Activate account codes by selecting “yes” next to validate codes Decide account code length Decide maximum incorrect attempts before blocking account Click “apply” to save • Note: Account codes must be enabled by EarthLink Business before any codes apply.

44. Assigning Account Codes • Click “Edit List” • Enter in a numeric account code • Enter in a description • Click “OK”

45. Call Logs • Create downloadable reports of all calls made to or from lines in the business group. • Enter a start and end date for records you wish to display.

46. Call Logs – Report (Example) • This will download a CSV (Comma Separated Variable) file which can be viewed in Microsoft Excel. • Report displays a vast number of fields with call information. • You can now customize the report to display only what you need to view. You can hide columns, sort by fields or rows.

47. Misc. Settings – Other Settings Restricted Subscriber Messaging Prevents forwarding of voicemail messages to someone outside the business group Use Internal Extensions Displays extensions rather than directory numbers when possible Internal Operator Number Changes the operator number for the business group

48. Music on Hold - Mapping Initial Resource – Initial choice of music to be played when a caller is place on hold. Action– do you want the music to repeat or play only once during customer hold time. Start Point– Where do you want the music to begin when a caller is placed on hold.

49. Music on Hold - Resources • You can upload your own music on hold for customers to hear. • Click on “Browse” • Search for the file you want to upload • Click “Add” • Note: Uploaded file can not exceed 10 MB

50. For any questions or additional help, visit http://www.earthlinkbusiness.com/hostedvoice - or - Contact our Customer Care Specialists @ 1-855-352-2731