©2015 EarthLink. All rights reserved. 1071-07729 Hosted Voice Training Standard CommPortal (Polycom)

©2015 EarthLink. All rights reserved. 1071-07729

Hosted Voice TrainingStandard CommPortal(Polycom)


Agenda

• Customer Resource Center• How to Log In• “Help” Button• Dashboard• Messages & Calls• Contacts

• Call Manager− Summary− Forwarding− Follow Me− Screening

• Applications− Call Me Button

• Settings− Security – e911− Blocking− Preferences− Messaging− Phones configuration

• Contacts

2


Resource Center

3

https://www.earthlinkbusiness.com/hostedvoice

1 2 3



Log In

Open up a web browser•Go to https://voip.elnk.us•You will enter the following:

− Number – This is your 10 digit telephone number.

− Password – This is your CommPortal password.

4

https://voip.elnk.us/


Logging In For The First Time

• When you log into the CommPortal for the first time, you will be prompted to change your CommPortal password and voicemail pin.

• You can use the default voicemail greeting or create a personal voicemail greeting. (This step is not required on initial login)

Click “Next” to begin

Log in with 10 digit phone number & password (provided by Earthlink)

(Different from voicemail pin)

5


Powerful Help Tool

• For additional help, click on the settings icon (located at the top right corner)• Select Help

6


CommPortal – Dashboard

1. Dashboard: Provides a quick view of the most common functions

2. Messages & Calls: Provides call history3. Contacts: Provides a method for storing

and retrieving contact details4. Call Manager: Allows customer to manage

how incoming calls are handled5. Apps: Download Call Me button6. Groups: Displays Groups the telephone

number is part of (such as MLHG’s and MADN’s)

7. Settings: Provides access to call service settings

1 2 3 4 5 6 7

7


Messages & Calls

• The Messages & Calls tab allows you to:− Manage and listen to your voicemails− View your faxes− View details of your recent missed, dialed &

received calls.

• The export feature allows you to export your missed, dialed and received calls in a CSV format (Comma Separated Values)

8


Messages & Calls

• The Messages tab allows you to see and listen to voice mails messages

• The Faxes tab allows you to see and view faxes sent to your unified fax number.

* Unified fax is a subscription based service. If you are not subscribed, the Faxes tab will not appear

9


Messages & Calls

Messages & Calls tab also allows you to:− View the last 200 Missed calls− View the last 10 Dialed calls− View the last 200 Received calls− View Deleted messages

1 2 3 4

10


Contacts

• This page allows you to manage your Contact List and Speed Dials.

• It also displays your Extensions and Short Codes.

• Standard Seats can store up to 250 contacts.

11


Contacts – Import Contact List

Importing Contacts•If you have contacts in a Outlook, Yahoo, Gmail or Hotmail email account, you can import these details into your Contacts list.•Sign in to your email application and save the contact details that you want to import into in a suitable file. •This file must use the Windows comma separated variable format (CSV) and contain a header line that describes the column contents for each contact. Make a note of the file's name and location.

1. Select the Contacts tab.2. Select Import at the bottom of the screen to launch the

Import Contacts popup.3. Use the Browse button to search for the file on your PC.4. By default, the new contact details will replace existing ones

if the names are the same. 5. Click Import.

•For Example .CSV file format Enter a contact manually. Click Export All and a sample .csv will be generated. You can then use this as a template to add you Contacts.

12


Contacts – Speed Dials

• Speed Dial - This is the short code you will use when dialing from your phone.

• Number - This is the full number that you wish to call when using this speed dial entry.

13


Contacts – Extensions

• The Extensions tab displays a list of the contacts within your business group.

• This information is for viewing only and does not allow you edit the list.

14


Contacts – Short Codes

• Short codes allow you to quickly dial common numbers that are set up by the Business Group Administrator.

• This information is for viewing only and does not allow you edit the list.

15


Call Manager

Incoming Calls

The summary tab provides a description of how calls you receive will be handled, taking into account the settings for all of your incoming call services and any interactions between them.

Inbound Call Handling − Ring your Phone− Send to Voicemail− Forward to another number− Find Me / Follow Me

Call Manager allows you to define how your incoming calls are handled.

16


Call Manager – Call Forwarding

When enabled, this service immediately forwards all calls you receive to an alternate destination.

1.Enter the number you want the call to forward to.

2.Click the Apply button.

17


Call Manager – Busy / No Answer

• When the No Answer forwarding is enabled, incoming calls that you do not answer are forwarded to the alternate destination.

• When the Busy forwarding is enabled, this service forwards calls to an alternate destination any time your line is busy.

• You also have the ability to use the same call forward destination for both services

18


Call Manager – Selected Callers

• When enabled, the Selected Callers forwarding immediately forwards calls from specific callers to an alternate destination.

• Press the Edit List button to program your list of numbers that you want to use this feature.

• Enter the number you want to forward the calls to in the Options section

19


Call Manager – Forwarding Destinations

• If you frequently forward your calls to certain numbers (for example your own home, work, or mobile number), configuring them as Forwarding Destinations makes your other services easier to use.

• Enter the name of where you are forwarding the call in the Destination field.

• Enter the number of where you are forwarding the call in the Number field.

• Click the Add button.

20


Call Manager – Follow Me

• When enabled, this service redirects calls that you receive to one or more alternate destinations.

• You may configure multiple destinations to ring sequentially, simultaneously or a combination of both.

• To begin, Click Add Rule.

Your MobileYour Desk

PhoneHome Phone

21



1. Destination to Ring - Choose either My Phone (Desk Phone) or Other.

Note: If you choose Other enter the number you wish to ring

2. Choose the amount of time you want it to ring and the step you wish apply the rule to.

3. Enter a description

4. Hit OK to save.

Each ring is approximately 5 seconds long

22



Completed “Follow Me” Example

1.Rings Desk Phone for 15 seconds

2.Rings Home Phone and Cell Phone for 15 seconds.

3.Rings Desk Phone for 15 seconds.

4.If no phone is answered, call will left in the Desk Phones voicemail box.

Click Apply to save changes

23


Call Manager – Screening

• Selective Rejection: When enabled, this service rejects calls from specific callers. Rejected callers hear an announcement telling them that you do not wish to take their call. You can enable or disable this service.

• Anonymous Rejection: When enabled, this service rejects calls from callers who withhold their caller ID. Rejected callers hear an announcement telling them that you do not wish to take their call. You can enable or disable this service.

• Priority Call: When this service is enabled, calls from specific callers ring your phone with a distinctive ringing signal. You can enable or disable this service.

24


Applications (Apps)

• Call Me allows you to add a button to a website or email signature , allowing people to phone you by simply clicking on the button.

• Your account will be charged for the cost of the calls made using Call Me buttons.

25


Settings – Account – Emergency (e911)

• 911 Location: Allows the user to set the location for emergency 911 phone calls

• Remember to follow this step every time your phone moves to a new address.

26


Settings – Emergency (e911)

• In the new window, complete the fields and click the Update Address button.

IMPORTANT: Your address will be verified., so please enter a true physical address. Ensure to update this address whenever you change you physical location. It is also important Not to include special characters in the Name field.

27


Settings – Account Password

• Account Password: Allows you to change your login password for the CommPortal.

Note: Password must be alphanumeric and contain at least one letter and one number. (8 to 20 characters)

• Call Services Pin: Allows you to change your PIN for Remote Call Services. (remote call forward for standard seats)

Note: Password must be 4 numbers long.

• Voicemail Pin: Allows you to change your PIN for Voicemail.

Note: Password must be 6-20 numbers long with no numbersin a sequence. It also cannot be the number of the line or contain a part of the number

28

123


Settings – Change Account Password

• Enter Current Password

• Enter New Password

• Confirm New Password

• Click Confirm to save changes

29


Settings – Call Services PIN

1. Enter New PIN

2. Click ConfirmNote: Password must be 4 numbers long.

30


Settings – Change PIN

• Enter New PIN

• Click ConfirmNote: Password must be 6-20 numbers long with no numbers in a sequence. It also cannot be the number of the line or contain a part of the number

31


Settings – Account – Devices

• Devices provides a link to the interface that you use to configure your desk phone. (ex. Add / Remove soft keys)

• Clicking the link opens the interface in a separate window

Note: Options for programming keys on your phone depend on the type of phone ordered. Please refer to phone specific training for details on button programming.

32


Programming Phone Keys from the CommPortal

There are numerous functions that can be programmed to buttons on your phone

Click Programmable Keys – Line or Programmable Keys – Bottom to begin

•Programmable Keys – Line The keys to the left and right of the display are know as line keys.

*Keys on screen for vvx 600 model

•Programmable Keys – Bottom The keys under the display are know as the bottom keys.

*Keys on screen for vvx 600 model

33



To Program the Line keys

•Select a key from the list. * Line 1 is reserved for the phone number & should not be modified.

•There are various line keys depending on the phone model.

−VVX 310 – 6 buttons−VVX 410 – 12 button (pictured)−VVX 600 – 16 buttons

34



To Program the Bottom keys

•Select a key from the list. * By default Redial, DND (do not disturb) and Directory are assigned to Key 1, 2 and 3

•There are 10 available keys to assign.

•These buttons will only be available in a idle state. When on a call, these buttons will not be available and will change to an “in call” set of keys.

•If you need a key to be available while on a call, they should be added to the Line Keys.

35



There are numerous programmable options for Line keys.

− Automatic Callback− Automatic Recall− Directed pickup− Enhanced Monitored Extension− Enhanced Call Park− Last Caller ID Erasure− Line− Line Identity− Speed Dial− Trace Call− Voicemail

36



Here is a brief description on what the Line key functions do:•Automatic Callback: Do not use. The phones redial key works the same•Automatic Recall: Gives last caller info and time called. Gives you the option to return the call by pressing 1•Directed Pickup: Picks up specified ringing extensions (You will need to add extension to retrieve)•Enhanced Monitored Extensions: Adds Enhanced Monitored Extension (You will need to specify Extension)•Enhanced Call Park: Adds Enhanced Call Park•Group Pickup: If phone is in a “call pick up group”, this will allow phone to pick up ringing call from extension in specified group•Last Caller ID Erasure: Erases last record of recent calls you have made and received •Line: Adds Additional lines when programmed (in EarthLink system)•Speed Dial: Adds speed dial (specify number)•Trace Call: Traces last call received •Voice Mail: Adds voice mail key

37



• There are numerous programmable options for Bottom keys.− Automatic Recall− Call List− Directed Pickup− Directory− Do Not Disturb− Group Pickup− Intercom− Last Caller Id Erasure− Intercom (Specific Number)− Last Number Redial− Persistent Paging Key− Push to Talk− Persistent Push to Talk

38

‒ New Call‒ Park Call‒ Retrieve Parked Call‒ Speed Dial‒ Trace Call‒ Other Services (XML Apps)

• dialed call list• log out• call lists• messages• contacts• services



Here is a brief description on what the Bottom key functions do:− Automatic Callback: Do not use. Redial key works the same − Automatic Recall: Gives last caller info and time called. Gives

option to return the call by pressing 1− Call List: Brings up a list of inbound & outbound calls− Directed Pickup: Picks up specified ringing extensions (will ask

you to add extension to retrieve)− Directory: Please use Other Services Contacts− Do Not Disturb: Calls will not ring phone.− Group Pickup: If phone is in call pick up group, this will allow

phone to pick up ringing call from extension in a specified group− Intercom: Activates 2 way intercom feature. Must dial extension

after pressing Intercom− Intercom (Specific number) : Activates 2 way

intercom to specified extension− Last Caller Id Erasure: Erases last record of recent calls you have

made and received− Last Number Redial: Redials last number dialed− Persistent Paging Key: Bring up paging options ( Paging key

automatically added when paging enabled)

− Push to Talk: Bring up Push to Talk options ( PTT key automatically added when paging enabled)

− Persistent Push to Talk: Bring up Push to Talk options ( Paging key automatically added when paging enabled)

− New Call: Provides dial tone to make a phone call− Other services (XML Apps) (see - options)

o dialed call lists: Brings up dialed call list o log out: Dissociates phone number from mac address in meta

should only be used when hot desking is presento call lists: Brings up call list o Messages: Bring up VVX phone messaging center (allows for

listing to VM messages on phone)o Contacts: Brings up XML Directoryo Services: No services available at this time

− Park Call: Allows you to Park a Call − Retrieve Parked Call: Retrieves parked call (asks for Orbit

on phone screen)− Speed Dial: Adds speed dial (specify number)− Trace Call: Traces last call received

39



To Assign a Key Under the Line Key Area:1.Click on key you wish to assign2.Click on drop down arrow and make a selection3.Fill out any additional information needed *4.Click Save Changes on lower right 5.Phones will need to be rebooted to pick up new programming or they will automatically reboot overnight

* For example the Enhanced Monitored Extension key will need a valid extension in your business group and a label like the persons name you are monitoring

40



To Assign a Key Under the Bottom Keys Area:

•Click on key you wish to assign

•Click on drop down arrow and make a selection

•Fill out any additional information needed*

•Click Save Changes on lower right.

•Phones will need to be rebooted to pick up new programming or they will automatically reboot overnight.

* For example the Other service key will need you to choose a service and fill in a label describing that service

41


Settings – Calls – General

• Outbound Calling: Ability to withhold caller ID when dialing out.

• When receiving an inbound call: − Display caller name− Display caller number

42


Settings – Calls – Call Blocking

• Call Blocking: Allows you to restrict which types of calls can be dialed from your telephone.

− Note: By default, EarthLink blocks International calling. The Administrator must contact Customer Care to lift this restriction.

x

43


Settings – Calls – Call Me Button

Call Me Buttons: Ability to enable the Call Me button for use with email.

44


Settings – Messages – General

Configure various aspects of your messaging service.

•Allows you to change how many rings before a call will go to voicemail (1 ring = 5 seconds).

•Sends voicemails (as .wav file) to your email.

•Allows you to set up Voicemail to Email Notification.

•Allows you to decide if you want to leave a copy of the voicemail in your voicemail box and/or just forward it to your email.

•Allows you to add next action links in forwarded email.

45


Settings – Messages – General

Allows the system to forward an attachment of a voicemail to an e-mail address.

1.Place a checkmark in the box next to Forward messages as emails.

2.Click on add an email address.

3.Enter e-mail address and click Add.

4.Click the Apply button.Note: Message length is a maximum of three minutes

46

12 3

4


Settings – Messages

• Skip Pin – If Skip PIN is enabled, then when accessing your mailbox from your own telephone you are not required to enter your PIN.

• Fast Login – if enabled, when accessing your mailbox from your desk telephone, your phone number is recognized automatically and you only need to enter your PIN

• Auto-Play – Messages automatically play when voice mail is accessed.

• Voicemail Playback – When your messages are played, you can choose whether you wish to hear the message details (who the message is from and when it was left), the message itself, or both.

47


Settings – Messaging – Voicemail Greeting

• Allows user to record a message using a microphone attached to PC.

• Record multiple greetings including: personal greeting , extended absence or spoken name

• Configure which greeting to play when a caller gets your voice mail

48


Settings – Notifications – MWI

Specify if you want your Message Waiting Indicator light to flash when you receive a voicemail message.

49


Settings – Notifications – Email

• The Email sub tab allows you to set the system to notify multiple email addresses when a voice mail message is left.

• This is a notification only, there is no .wav file attachment sent with the message.

50


Settings – Notifications – Outdial

• This feature enables you to configure the voicemail system to call you whenever you receive a new message.

• User can specify the number of attempts the system tries to reach you

51


Settings – Notifications – Override

This feature allows you to override the Outdial notification for a day or multiple days.

52


Settings – Reminders

• The Reminders tab allows access to a service that you can configure your phone to ring at a specified time and date.

• For example, you could set this service to call you to act as a reminder of an important meeting.

53


For any questions or additional help, visit


- or - Contact our Customer Care Specialists @

54



Survey

• When you exit this training session, you will automatically be linked to Survey Monkey, a training survey evaluation.

• This survey will help us improve the training content and effectiveness of our facilitators.

• The survey is confidential and secure.

• Please complete the survey and have a great day.

If you are not automatically sent please feel free to click the link below to leave us your feedback.Survey Monkey

55

https://www.surveymonkey.com/r/?sm=yMAV2UuaM0qUi4w09fl/fA%3D%3D

56

Documents

©2015 EarthLink. All rights reserved. 1071-07729 Hosted Voice Training Standard CommPortal (Polycom)