of instructions, call the Spectrum Business Voice telephone number. 2. Follow the prompts to set up the Auto Attendant application. Many people find it helpful to ...
Getting Started With Voice Manager User Guide. s: Signing in as an ... You can expand the section for quick reference online or print the guide to use as a desk...
Overview This guide covers a sampling of features available through Voice Manager. It’s divided into two main sections – s and Users.
GETTING STARTED WITH VOICE MANAGER USER GUIDE Table of Contents Overview...................................................................................................................... 1 Administrators ............................................................................................................ 1 Signing in as an Administrator ............................................................................... 1 Getting to Know Voice Manager ............................................................................ 3 Home Page Overview...................................................................................... 3 Global Call Settings ......................................................................................... 4 Call Details ...................................................................................................... 5 Support ............................................................................................................ 5 Configuring Voice Manager ................................................................................... 6 Incoming Calls ................................................................................................. 6 Call Waiting Example ................................................................................ 6 Outgoing Calls ................................................................................................. 7 Custom Caller ID Example........................................................................ 7 Custom Routing ............................................................................................... 9 Auto Attendant Example ........................................................................... 9 Business Group ............................................................................................. 11 Call Park and Retrieve Example ............................................................. 11 Mobility........................................................................................................... 12 Simultaneous Ring Example................................................................... 12 Call Details .................................................................................................... 13 The Call Details Overview Tab ............................................................... 13 The Call Summary Tab ........................................................................... 15 The Call Details Tab ............................................................................... 16 Phone Number Call Summary ................................................................ 17 Call Details by Phone Number and Call Type ........................................ 17 The My Plan Tab ........................................................................................... 18 The Usage Reports Tab ................................................................................ 19 Table of Contents Call Duration Report ............................................................................... 21 Top 10 Longest Duration Calls Report ................................................... 21 Top 10 Highest Cost Calls Report .......................................................... 22 Time of Day Call Summary Report ......................................................... 22 Day of Week Call Summary Report ........................................................ 23 Downloaded Reports ..................................................................................... 23 Users.......................................................................................................................... 26 Signing In as a User............................................................................................. 26 Getting to Know Voice Manager .......................................................................... 28 Home Page Overview.................................................................................... 28 Account Codes Overview........................................................................ 29 Verify Your Phone Lines ......................................................................... 29 Voicemail Overview ....................................................................................... 30 Access Voicemail .................................................................................... 30 Listen to Voicemail .................................................................................. 31 Maintain Your Mailbox ............................................................................ 32 Voicemail Settings ......................................................................................... 34 Navigate to Voicemail Settings ............................................................... 34 View and Change Voicemail Settings ..................................................... 35 Preferences ................................................................................................... 35 Navigate to Preferences ......................................................................... 35 Configuring Voice Manager ................................................................................. 38 Incoming Calls ............................................................................................... 38 Call Forward............................................................................................ 38 Selective Call Forwarding ....................................................................... 40 Selective Call Rejection .......................................................................... 41 Outgoing Calls ............................................................................................... 42 Speed Dial............................................................................................... 42 Custom Routing ............................................................................................. 43 Call Scheduler......................................................................................... 44 Mobility........................................................................................................... 49 Simultaneous Ring .................................................................................. 50 Sequential Ring....................................................................................... 51 © 2009-2017 Charter Communications, all rights reserved. Page ii Table of Contents Office Anywhere...................................................................................... 53 Personal Attendant ................................................................................. 54 Appendix ................................................................................................................... 57 Voice Manager Feature Activation List ................................................................ 57 Additional Information .......................................................................................... 58 © 2009-2017 Charter Communications, all rights reserved. Page iii Overview This guide covers a sampling of features available through Voice Manager. It's divided into two main sections Administrators and Users. Sign in to Voice Manager and visit the Support page for FAQs and How-Tos on all features. Voice Manager for Administrators Voice Manager for Users Signing In Find out how to sign in to Voice Manager Find out how to sign in to Voice Manager with your administrator username and with your username and password. password. Getting to Know Voice Manager Voice Manager details: Voice Manager details: The Home page. The Home page. The Global Call Settings tab, where The Call Logs and Voicemail tab, you will enable and disable features where you can view your recent call for your phone lines. history and manage Voicemail (if The Call Details tab, where you can applicable). see an overview of your call history as The Preferences tab, where you can well as call plans assigned to your turn features on or off and configure lines and call usage reports. settings for your phone lines. The Support tab, where you can find The Support tab, where you can find a plethora of content to help you learn a plethora of content to help you about Voice Manager's features and customize Voice Manager's features. functionality. Configuring Voice Manager Administrators can edit settings for all phone lines. Find out which features are managed via Voice Manager. Find out how users can edit the settings of for their phone lines, Voicemail and other Voice features. Administrators Signing in as an Administrator When you sign in to Voice Manager as an administrator, you have many more options than those signing in with user credentials. To sign in to Voice Manager as an administrator 1. Navigate to https://www.spectrumbusiness.net/login. Figure 1 Sign-In Page 2. Enter your administrator Username and Password. 3. Select Sign In. The Overview page opens. Getting Started With Voice Manager User Guide Administrators: Signing in as an Administrator Figure 2 Overview Page 4. In the Voice Manager section, select Visit Site. The Voice Manager Home page opens. © 2009-2017 Charter Communications, all rights reserved. Page 2 Getting Started With Voice Manager User Guide Administrators: Getting to Know Voice Manager Getting to Know Voice Manager Home Page Overview When you sign in to Voice Manager, the Home page for administrators opens. The Home page provides a summary of your Spectrum Business Voice account and is designed to put information at your fingertips to help you quickly navigate the site. Figure 3 Voice Manager Administrator Home Page You can use the Profile link to edit your name and username, change your password and edit your security questions. The My Portals menu provides convenient access to other portals, such as My Account (and Trunk Services, if your account is subscribed). You can select the orange arrow button to view your account information. Quickly access popular areas of the site using the icons on the right, or use the tabs: o The Global Call Settings tab enables you to modify features and settings related to your phone lines. o The Call Details tab presents your usage and charges. o The Support tab provides FAQs, How-Tos, Videos, User Guides and contact information for Spectrum Business Voice Customer Support. © 2009-2017 Charter Communications, all rights reserved. Page 3 Getting Started With Voice Manager User Guide Administrators: Getting to Know Voice Manager If you have Account Codes set up, they are listed for reference on your Home page. Account Codes are available to customers who connected prior to 2017. Learn more about Voice Manager's features in the main section of the Home page, which focuses on a select group of features each month. Need to know more? View the FAQs and How-Tos on the Support tab for detailed information. To quickly enable or disable specific features from your phone, you can use Star Codes, which are detailed in the Star Code Guide. You can expand the section for quick reference online or print the guide to use as a desk reference. New is displayed on the Call Logs and Voicemail tab on the Home page when you have a new Voicemail available. Global Call Settings Voice Manager Administrators use the Global Call Settings tab to enable and disable features related to their Spectrum Business Voice service. Manage all your lines -- or set up each phone line separately -- by editing global call settings. Once enabled by an administrator, some features (Anonymous Call Rejection, for example) need to be turned on and possibly configured by a phone line's user before they become active. Other features, once they are enabled by the administrator, are active with no further action require by the user. For a complete list of features and what activation is required by administrator and users, see the Appendix. Figure 4 Global Call Settings Tab The Global Call Settings tab groups features according to: © 2009-2017 Charter Communications, all rights reserved. Page 4 Getting Started With Voice Manager User Guide Administrators: Getting to Know Voice Manager o Incoming Calls. o Outgoing Calls. o Custom Routing. o Business Group. o Mobility. Select one of these tabs to view and edit associated features. A brief overview of the feature is displayed, along with the enable/disable status for each phone line. To enable or disable a feature on a specific phone line, expand the feature by selecting its drop-down arrow. This view provides more information about the feature and enables you to select specific phone lines (or all phone lines) on which the feature should be enabled or disabled. Call Details The Call Details tab enables you to access your call history. There you can view information about each call, including call type (Local, Long Distance, etc.), duration and cost. Support The Support tab provides several options to help you make the most of your Voice Manager features: Introductory videos. FAQs. How-Tos. User Guides. Customer Support contacts via chat, email or phone. © 2009-2017 Charter Communications, all rights reserved. Page 5 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Configuring Voice Manager On the Global Call Settings tab, administrators can configure many Voice features, such as Call Waiting, Call Forwarding and Speed Dial. Administrators can enable, disable and configure these features so that individual users and phone lines have the necessary features. Features are grouped by: Incoming Calls. Outgoing Calls. Custom Routing. Business Group. Mobility. Select one of the above tabs to view and edit associated features. Start by reviewing the features displayed as available on your account. If you plan to use hunting on your Spectrum Business Voice lines, we suggest you set up that feature (on the Custom Routing tab) first so your services are in place as quickly as possible. Following are some highlights from each feature group. Incoming Calls Features on the Incoming Calls tab enable you to specify how phones handle incoming calls. Call Waiting Example Figure 5 Call Waiting To configure Call Waiting 1. On the Global Settings tab, select Incoming Calls. 2. Select the drop-down arrow for Call Waiting. The expanded view of Call © 2009-2017 Charter Communications, all rights reserved. Page 6 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Waiting provides additional details on the feature and instructions for how to edit the settings for specific phone lines. o If Call Waiting is enabled , you can disable the feature for all phone lines by selecting the left end of the button so that Disabled is displayed. o If Call Waiting is disabled , you can enable the feature for all phone lines by selecting the right end of the button so that Enabled is displayed. o With the feature enabled , you can limit the feature to specific lines by selecting the check box for the phone lines that should have Call Waiting. The feature is disabled for unselected phone lines. 3. When you're done making changes, select save. Users must then turn Call Waiting on and configure its settings on the Preferences tab. Outgoing Calls Features on the Outgoing Calls tab enable you to specify how your phones handle outgoing calls. Custom Caller ID Example Custom Caller ID enables the administrator to specify which phone number is displayed for the outbound Caller ID for each line. © 2009-2017 Charter Communications, all rights reserved. Page 7 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Figure 6 Custom Caller ID To enable Customer Caller ID 1. On the Global Call Settings tab, select Outgoing Calls. 2. Select the drop-down arrow for Custom Caller ID. You can: o If Custom Caller ID is enabled , you can disable the feature for all phone lines by selecting the left end of the button so that Disabled is displayed. o If Custom Caller ID is disabled , you can enable the feature for all phone lines by selecting the right end of the button so that Enabled is displayed. 3. To enable Custom Caller ID for a specific phone number: o Make sure Customer Caller ID is enabled . o For the phone line you want apply the feature to, select on. o Select the number you want to display from the Phone Line to Display drop-down list. Any of your phone numbers can be displayed as the Custom Caller ID number. © 2009-2017 Charter Communications, all rights reserved. Page 8 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager 4. When you're done making changes, select save. Custom Routing Custom Routing options enable you to specify when and how your calls are routed. These options include Call Scheduler and Hunt Groups. Auto Attendant Example Auto Attendant answers your phone automatically and plays a customized menu for your callers. Figure 7 Auto Attendant To set up Auto Attendant 1. On the Global Settings tab, select Custom Routing. © 2009-2017 Charter Communications, all rights reserved. Page 9 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager 2. For Auto Attendant, select the drop-down arrow. o Auto Attendant can be enabled or disabled and set to always answer calls, or only at specified times you customize. o You can define the number of rings allowed before Auto Attendant answers the call. o Select Edit for Name Directory to create your directory of names and phone numbers. You can then enable incoming callers to: Dial by name. Dial by extension. Transfer to a phone line or Voicemail box based on the members you set up in the list. o You can customize your Menu Tree, which defines how the caller navigates your phone system via their keypad. Select the action you want the application to take when a caller presses the corresponding number. The choices are: Transfer to Phone Number (select a phone line from the drop-down list). Dial by Name Directory. Dial by Extension. Transfer to Mailbox (select a mailbox from the drop-down list). Transfer to Current Mailbox. 3. When you're done making changes, select save. 4. After configuring Auto Attendant in Voice Manager, record your customized menu greeting callers hear (unless you prefer to have the default message play). See the following instructions for recording the greeting from your Spectrum Business Voice phone. Settings for Auto Attendant apply to all phone lines. Users don't have to configure anything on the Preferences tab. To record the Auto Attendant greeting from your phone 1. Using the line that you associated with the Auto Attendant in the previous set of instructions, call the Spectrum Business Voice telephone number. 2. Follow the prompts to set up the Auto Attendant application. Many people find it helpful to write down what they want callers to hear for each option before they record (e.g., "Thank you for calling the Pediatric Office. If you know your party's extension, press 1. If you would like to search for your party by last name, press 2.") 3. After setting up the default greeting, you are prompted to set up the remaining © 2009-2017 Charter Communications, all rights reserved. Page 10 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager greetings. You always have the ability to rerecord. 4. Keep a record of what you set up using Voice Manager. For any lines to which Auto Attendant directs calls, be sure that a greeting and name are recorded for the associated Voicemail box. You can do this yourself or simply ensure that the user of each line has done so. Callers then hear the user's voice when selecting a line from the main menu. Business Group Features on the Business Group tab enable sharing of incoming calls among a group of Spectrum Business Voice lines as well as provide 4-digit dialing between the members of the group. (Business Group is an optional feature.) Call Park and Retrieve Example Figure 8 Call Park And Retrieve To set up Call Park and Retrieve 1. On the Global Settings tab, select Business Group. 2. Then select the Call Park and Retrieve drop-down arrow to expand and edit the feature. 3. The expanded view of Call Park and Retrieve provides additional details on the feature and instructions for how to edit the settings for specific phone lines. You can: o If Call Park and Retrieve is enabled , you can disable the feature for all phone lines by selecting the left end of the button so that Disabled is displayed. o If Call Park and Retrieve is disabled , you can enable the feature for all phone lines by selecting the right end of the button so that Enabled is displayed. o With the feature enabled , you can limit the feature to specific lines by selecting the check box for the phone lines that should have Call Park and Retrieve. The feature is disabled for unselected phone lines. © 2009-2017 Charter Communications, all rights reserved. Page 11 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager 4. When you're done making changes, select save. Mobility Features on the Mobility tab enable you to configure settings that provide flexibility in location when taking and placing calls. (Mobility is an optional feature.) Simultaneous Ring Example Figure 9 Simultaneous Ring To configure Simultaneous Ring 1. On the Global Settings tab, select Mobility Package. 2. For Simultaneous Ring, select the drop-down arrow. 3. The expanded view of Simultaneous Ring provides additional details on the feature and instructions for how to edit the settings for specific phone lines. You can: 4. If Simultaneous Ring is enabled , you can disable the feature for all phone lines by selecting the left end of the button so that Disabled is displayed. 5. If Simultaneous Ring is disabled , you can enable the feature for all phone lines by selecting the right end of the button so that Enabled is displayed. 6. With the feature enabled , you can limit the feature to specific lines by selecting the check box for the phone lines that should have Simultaneous Ring. The feature is disabled for unselected phone lines. 7. When you're done making changes, select Save. Once Simultaneous Ring is enabled by the administrator, the user must then turn the feature on and configure its settings on the Preferences tab. © 2009-2017 Charter Communications, all rights reserved. Page 12 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Call Details As a Spectrum Business Voice customer, you have several ways to view information about your calling plans and calls made using the Call Details tab in Voice Manager. When you're signed in as an administrator, you can: Review calling history, including printing copies and saving to a file on your computer. Run call history reports highlighting calling patterns. Review information to help you understand and manage your costs. View the calling plans assigned to your organization. It's very efficient to perform these tasks in Voice Manager, but if you encounter difficulties you can contact Spectrum Business Voice via chat, email or phone with a service request. Your call history reports only show chargeable calls (calls for which you are normally charged a per minute usage rate). These include outbound long distance calls, both domestic and international, as well as operator-assisted and directory-assistance calls. Outbound long distance calls that are covered by a Trunk Minutes of Use package are shown, but with a $0.00 charge. If you have the Custom Caller ID feature enabled on a Spectrum Business Voice phone line, the Call From value in applicable usage reports shows the phone line from which the call was placed versus the Custom Caller ID value. The Call Details Overview Tab When you select Call Details, the Overview tab is displayed. The Overview tab presents a summary of all calls for the current billing period. The information is available for online viewing, download and printing. Please allow up to 48 hours after a telephone number is activated or changed for the call usage details to be available. © 2009-2017 Charter Communications, all rights reserved. Page 13 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Figure 10 Call DetailsOverview Tab When you select the Call Details tab, a new set of sub-tabs is displayed: 1. Overview Tab: This provides Call Summary and Call Details about your phone calls. If you have Spectrum Business Voice Toll-Free service or PRI/ SIP Trunks service, these calls are included here. 2. My Plan Tab: Here you can review the calling plans that are assigned to your account. 3. Usage Reports Tab: On this tab you can generate customized reports such as Top 10 Highest Calls or Time of Day Usage Summary. 4. Downloaded Reports Tab: Any reports you have downloaded previously can be found here for seven days. An indicator displays how many reports are available on this tab. 5. If you have more than one service (Spectrum Business Voice, Trunk Service, Toll-Free Service), you will see a drop-down menu where you can select the service you want to view. 6. The current billing period is displayed by default, which shows unbilled charges. You can select this drop-down to see up to four months of historical billing data. 7. To see more information about a service, select the service name at the top of each section. This takes you to the Call Summary tab. 8. You can sort the columns by selecting each column header. © 2009-2017 Charter Communications, all rights reserved. Page 14 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager 9. You can sort the data displayed by Phone Number, Call Type or Account Code using the drop-down menus. Account Codes are available to customers who connected prior to 2017. 10. The information displayed include the number of calls, duration and charges for each service type. By selecting a phone number you can view more information about its calls. 11. Select Download to save a copy of the report. The Call Summary Tab There are a number of ways to access the Call Summary tab to see more information about your calls. 1. Select any of the primary headers across the top of the table (service type, number of calls, duration, or charges). 2. Select a specific phone number (if you have the data displayed by phone number). 3. Select a specific call type (if you have the data displayed by call type). By default, the information on the Call Summary is displayed, but you can view more detailed information by selecting the Call Details tab. Figure 11 Call Summary Tab You can sort the columns by selecting the arrow next to each column header. For Spectrum Business Voice, the columns provide information about: 1. Call Type: Local, Long Distance, International, Directory Assistance, Operator Assistance. © 2009-2017 Charter Communications, all rights reserved. Page 15 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager 2. Number of Calls by Call Type. 3. Duration by Call Type. 4. Charges by Call Type. 5. Applicable call types for the billing period, which you can select for more information. 6. Select the Call Details tab to view the detailed information for this period. The Call Details Tab On the Call Details tab, you can view more information and download more detailed reports. The Call Details tab displays information such as the date and time of the call, the originating and receiving phone number, the destination location, any Account Code entered, the duration, charge and call type. The actual information displayed depends on the service being viewed. Account Codes are available to customers who connected prior to 2017. Figure 12 Call Details Tab You can filter the Call Details report by making selections from the drop-down menus. 1. Call Type: Local, Long Distance, International, Directory Assistance, Operator Assistance, or Show All Call Types. © 2009-2017 Charter Communications, all rights reserved. Page 16 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager 2. Account Code, if provisioned on your account. Account Codes are available to subscribers who connected prior to 2017. 3. Reporting Period. 4. Phone Number. 5. When you have made your selections, select Submit. 6. You can also sort the data based on the column titles. A small arrow is displayed next to the column currently being sorted to indicate the sort preference. To sort a different column, simply select the name of the column. 7. Select Download to save a copy of the report. If you select a report to download that contains more than 2,000 records, you are prompted to confirm the download. The report will be available on the Downloaded Reports tab. Phone Number Call Summary If you selected on a phone number on the Call Details Overview tab, you are presented with more detailed information about the calls associated with that number. See the Call Summary tab to learn more about this format. Figure 13 Phone Number Call Summary Call Details by Phone Number and Call Type If you select a Call Type on the Call Summary tab, you are presented with details for the calls associated with that phone number and call type. See the Call Details tab to learn more about this format. © 2009-2017 Charter Communications, all rights reserved. Page 17 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Figure 14 Call Details by Phone Number and Call Type The My Plan Tab You can review the plans assigned to your account by selecting the My Plan tab. Figure 15 My Plan Tab © 2009-2017 Charter Communications, all rights reserved. Page 18 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Here you can view the following information: 1. The calling plan associated with each service. The default view displays plans for all services. You can view plans by service type by selecting the drop-down menu at the top right of the report. Depending on the services provided by Spectrum Business Voice, your options are to view by All Services, Spectrum Business Voice, Trunk Service and Toll-Free Service. 2. The phone number associated with the plan. 3. The service associated with the plan. 4. The status of the plan (Active or Disconnected). 5. The date the plan was connected. 6. The date the plan was or will be disconnected unless it is renewed. Disconnected plans remain in the system for 6 months. The Usage Reports Tab Usage reports give you a fast way to understand your business's chargeable calling activity by using call history information to answer questions such as "When does my business make the most calls?" Report Availability by Service Report Title Spectrum Business Voice Call Duration Top 10 Longest Duration Calls Report Top 10 Highest Cost Calls Report Time of Day Usage Summary Report Day of Week Usage Summary Report Trunk Overflow Day of Week Call Summary Alternate Routing Day of Week Call Summary PRI/SIP Toll-Free Trunk Service Service The Trunk Overflow Day of Week Call Summary Report is only available to PRI/SIP Trunk service customers who subscribe to the optional Trunk Overflow feature. © 2009-2017 Charter Communications, all rights reserved. Page 19 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Usage reports can be accessed by selecting the Usage Reports tab from Call Details. The Usage Reports tab displays a series of drop-down menus to guide you through selection of the parameters for the report. Figure 16 Usage Reports Tab To generate a usage report 1. On the Call Details tab, select Usage Reports. Then select the Service for which you wish to generate the report. Depending on your subscribed services, your options are: o Spectrum Business Voice. o Trunk Service. o Toll-Free Service. 2. Select the Report Type. For all three services your options are: o Call Duration. o Top 10 Longest Duration Calls Report. o Top 10 Highest Cost Calls Report. o Time of Day Usage Summary Report. o Day of Week Usage Summary Report. Trunk Service customers can view the following report options: o Trunk Overflow Day of Week Call Summary Report. o Alternate Routing Day of Week Call Summary. 3. Select the Reporting Period for the report. © 2009-2017 Charter Communications, all rights reserved. Page 20 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager 4. Select the Phone Number for the report, or leave the default set to return data for all phone numbers. 5. Select Submit. The results of any report can be sorted by selecting the column headers. Report Title Description Call Duration Displays daily call information for a particular phone number per reporting period Top 10 Longest Duration Calls Displays all calls with the top 10 longest duration calls across the reporting period Top 10 Highest Cost Calls Displays all calls with the top 10 highest cost across the reporting period Time of Day Call Summary Displays a summary of call volume activity for each hour in which there was activity during the selected day and reporting period. Select + to expand and show all times of day, including those with no calls. Day of Week Call Summary Displays a summary of call volume activity for each day across the reporting period Call Duration Report This report provides the total duration for all calls for the specified criteria. It also itemizes the number of calls by their duration, the number and percentage of calls falling into each duration period and their cost. Figure 17 Call Duration Report Top 10 Longest Duration Calls Report This report displays the top 10 longest duration calls for a particular service (Spectrum Business Voice, Trunk Lead Numbers or Toll-Free Service) per reporting period. © 2009-2017 Charter Communications, all rights reserved. Page 21 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Charges shown online are exclusive of taxes, surcharges and fees. Figure 18 Top 10 Longest Duration Calls Report Top 10 Highest Cost Calls Report This report displays the top 10 highest cost calls for a particular service (Spectrum Business Voice, Trunk Lead Numbers or Toll-Free Service) per reporting period. Figure 19 Top 10 Highest Cost Calls Report Time of Day Call Summary Report This report displays a summary of call volume activity for each hour in the selected day and billing period. © 2009-2017 Charter Communications, all rights reserved. Page 22 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager Figure 20 Time of Day Call Summary Report The call data returned on the Call Details tab and in the Time of Day Call Summary report is in the local time based on your account's location (for example, an account located in New York City return see data in Eastern Standard Time). Day of Week Call Summary Report This report displays a summary of call volume activity for each day from 00:00:00 to 23:59:59 in the selected reporting period. Figure 21 Day of Week Call Summary Report Downloaded Reports Reports you have previously downloaded are saved for seven days on the Downloaded Reports tab. To download a report, select Download. If the file can be downloaded immediately, you will see options to either save it or open it in Excel. © 2009-2017 Charter Communications, all rights reserved. Page 23 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager If the file has more than 2,000 records, a confirmation dialog box is displayed before the report is generated. Select Confirm to generate the report. Figure 22 Download Confirmation The report will be generated and when it is complete you will be able to download it from the Downloaded Reports tab. You can also see the status of reports that are currently being generated. Figure 23 Downloaded Reports You can sort downloaded reports by selecting the down arrow next to a column title. The arrow is displayed only for the column you are sorting. Sorting options are by: 1. Date: The date the report was requested. 2. Time: The time the report was requested. 3. Report Name: The title of the report based on topic. 4. Status: In progress indicates the report is currently downloading. Available indicates the report is available for download. © 2009-2017 Charter Communications, all rights reserved. Page 24 Getting Started With Voice Manager User Guide Administrators: Configuring Voice Manager 5. Actions: In the Actions column you can: o Select Download to download a report again. o Select the trash icon to delete a report from the list. o Select X to stop generating a report that is in progress. 6. The number of reports available for download is displayed next to the name of the tab. © 2009-2017 Charter Communications, all rights reserved. Page 25 Users Signing In as a User Access to Voice Manager requires secure authentication with a username and password unique to each user. To sign in to Voice Manager as a user 1. Navigate to https://www.spectrumbusiness.net/login. Figure 24 Sign-In Page 2. Enter your Username and Password. 3. Select Sign In. The Overview page opens. Getting Started With Voice Manager User Guide Users: Signing In as a User Figure 25 Overview Page 4. In the Voice Manager section, select Visit Site. The Voice Manager Home page opens. © 2009-2017 Charter Communications, all rights reserved. Page 27 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager Getting to Know Voice Manager Home Page Overview When you sign in to Voice Manager the Home page opens. The Home page provides a summary of your Spectrum Business Voice account and puts information at your fingertips to help you quickly navigate the site. Figure 26 User Home Page You can use the Profile link to edit your name and Username, change your Password and edit your security questions. My Portals drop-down menu provides convenient access to other Spectrum Business Voice portals such as My Account, Call Details and Trunk Services (if your account is subscribed). You can select the orange arrow button to view account information, including the name of your administrator, whom you can contact with questions or requests for features. Quickly link to popular areas of the site using the icons on the right, or use your tabs at the top of the page to navigate to Call Logs and Voicemail, Preferences or Support. o Call Logs and Voicemail tab enables you to manage your Voicemail (if applicable) and view a log of received, missed and outgoing calls. o Preferences tab enables you to modify features and settings related to your phone lines. o Support tab provides detailed FAQs, How-Tos, introductory videos and © 2009-2017 Charter Communications, all rights reserved. Page 28 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager contact links to Spectrum Business Voice Customer Support. If your administrator has set up Account Codes, they are listed for reference on your Home page. Account Codes are available to customers who connected prior to 2017. Learn more about Voice Manager's features on the main section of the Home page, which focuses on a select group of features each month. Need to know more? View the FAQs and How-Tos for detailed information. To quickly enable or disable specific features from your phone, you can use Star Codes, which are detailed in the Star Code Guide. You can expand the section for quick reference online or print the guide to use as a desk reference. Account Codes Overview Account Codes are available to customers who connected prior to 2017. If your organization is using Account Codes, you should see an additional area on your Home page. Figure 27 Account Code Area Account Codes enable your organization to keep track of outgoing phone calls. Each organization uses Account Codes in its own way. If you have an Account Codes list on your Home page, be sure you understand the Account Code dialing policies in your organization. For example, your organization may require Account Codes for all types of calls (local, long distance, and international) or only for some types -- for example, only for international long distance calls. Similarly, your organization may require Account Codes on all phone lines or only on some lines. For emergency calls, Account Codes are not required. Verify Your Phone Lines You may be assigned one line or multiple lines. If you have one line, that is most likely the line that is connected to the phone on your desk. If you have multiple lines, it may be so that you can cover someone else's phone when they are out of the office, or a similar situation. There might also be a shared line that multiple people are assigned to, such as an incoming sales line. One of your phone lines will likely be considered your primary line (corresponding to a © 2009-2017 Charter Communications, all rights reserved. Page 29 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager phone on your desk), and the others will be shared with other people. Your lines may also be assigned to one or more Voice Manager administrators in your organization. At any time, you can view the settings and features for each of your lines by selecting the Preferences tab and selecting a phone line from the Select line drop-down menu. Figure 28 Preferences Tab Voicemail Overview Access Voicemail If Voicemail has been purchased for your account, it can be managed from the Call Logs and Voicemail tab. © 2009-2017 Charter Communications, all rights reserved. Page 30 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager Figure 29 Call Logs and Voicemail Tab Messages are displayed in a list format, with the most recent at the top. A new message is one that has not yet been played, and is indicated as New in the status column. If there are several messages in your mailbox, the full list may populate on multiple pages. If needed, use the page numbers navigate your messages list, or select View All. You can listen to, download, email and delete messages using the action icons in the same row as the Voicemail. Listen to Voicemail Voice Manager offers a simple and familiar interface to allow you to listen to and play © 2009-2017 Charter Communications, all rights reserved. Page 31 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager back the messages in your Voicemail list. Each message in the list has a control panel representing the play, pause, download, email and delete functions. Maintain Your Mailbox As you use your Voicemail box over time, you may accumulate a number of older messages, in particular if you receive a high volume of calls. It's a good idea to use the Voicemail area of Voice Manager to monitor the remaining capacity in your mailbox and delete any messages you no longer need. The Voicemail list always shows the current mailbox capacity. Figure 30 Voicemail Capacity Indicator To delete a Voicemail message 1. Locate a message in the list you would like to delete permanently. 2. Select the Delete icon on the same row as the message. Figure 31 Delete Voicemail Message 3. Select Confirm to delete the message. You can download or email any message you would like to clear from your Voicemail box. Then you can delete the message from your Voicemail list to free up space. To download and save a Voicemail message 1. Locate a message in the list you would like to save to your computer. Figure 32 Download a Voicemail Message 2. Select the Download icon on the same row as the message. A dialog box opens. (Its exact appearance depends on your web browser and operating system). 3. Select Save. Depending on your browser settings, the file may be saved to a default location, or you may be prompted to choose a location. The Voicemail © 2009-2017 Charter Communications, all rights reserved. Page 32 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager is saved as an MP3 file. Some browsers may automatically download the file without asking you whether you wish to open it or save it. Approved Browsers for Voice Manager Operating System Browser Windows 10 Microsoft Internet Explorer, version 11 or higher Latest version of Google Chrome Latest version of Firefox Mac Latest version of Google Chrome Latest version of Firefox Apple iOS 7, iPad 2 Default browser Android 4.1, Galaxy Pad 10" Default browser In addition to downloading a message as an MP3 file to your computer, you can also use Voice Manager to email a copy of the message as an MP3 file to any email address, including your own. The MP3 file will be sent as an attachment to the email message. To email a Voicemail message 1. Locate a message in the list you would like to email to yourself or someone else. 2. Select the email icon on the same row as the message. A dialog box opens. Figure 33 Send a Voicemail Message 3. Enter a valid Email Address. 4. Select Send. The email is sent from the email address associated with your © 2009-2017 Charter Communications, all rights reserved. Page 33 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager Voice Manager profile. Voicemail Settings Voice Manager enables you to view or edit the configuration settings of each of your assigned Voicemail boxes. Navigate to Voicemail Settings On the Call Logs and Voicemail tab, select the Edit Voicemail Settings link. The Voicemail Settings page opens. Figure 34 Voicemail Settings Page © 2009-2017 Charter Communications, all rights reserved. Page 34 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager View and Change Voicemail Settings The following table provides an overview of the Voicemail settings you can modify. Voicemail Setting Description Number of Rings Before You can choose the number of rings a caller hears before Calls Go to Voicemail the call goes to Voicemail. Voicemail PIN The Voicemail PIN is a sequence of digits you provide to gain access to your Voicemail box from any telephone. The PIN for a new Voicemail box is set to the system default (See your administrator if you don't know the PIN). You can change your PIN at any time, but you must know the current PIN in order to change it. You can change PIN to a 4-digit number that's easy for you to remember, but it can't be the same as the last digits of your Spectrum Business Voice number, a multiple of 1000 or repeating digits (1111). PIN Skip PIN Skip enables you to listen to messages from your Spectrum Business phone without entering your PIN. For your security, the PIN is always required when you're accessing your messages remotely. Email Notification Enable this feature to receive email notifications on any computer or smartphone when you receive new Voicemail. You can specify an email address and choose whether to have the Voicemail message attached to the email as a file. Select Save when you're finished making changes. Preferences The Preferences tab in Voice Manager enables you to view and edit the features that have been enabled for each of your assigned phone lines. In some cases, there may be no need for you to change any of your preferences, but it's a good idea to review the settings for each of your lines. Navigate to Preferences Select the Preferences tab to view settings you can configure in Voice Manager. Select a phone line from the Select line drop-down menu to identify the line for which you want to review or modify settings. © 2009-2017 Charter Communications, all rights reserved. Page 35 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager Figure 35 Preferences Tab The Preferences tab groups features according to: Incoming Calls. Outgoing Calls. Custom Routing. Mobility. Business Group contains features only an administrator can configure. All configurable features are displayed with a corresponding status. See the following table for an explanation of status indicators. For a complete list of features that are required to be turned on or off by a user after being enabled by an administrator, see the Appendix. © 2009-2017 Charter Communications, all rights reserved. Page 36 Getting Started With Voice Manager User Guide Users: Getting to Know Voice Manager Status Explanation On This feature has been enabled by the administrator for this line and is currently turned on. To turn it off or configure it, select the drop-down arrow. Off This feature has been enabled by the administrator for this line and is currently turned off. To turn it on or configure it, select the drop-down arrow. Disabled by Administrator This feature has been disabled by the administrator. © 2009-2017 Charter Communications, all rights reserved. Page 37 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Configuring Voice Manager This section follow briefly describes some of the features that require configuration by users. For more detailed information on each feature, visit the Support tab in Voice Manager. Incoming Calls Incoming Calls features primarily focus on how incoming calls are managed. Users see six features listed on this tab; administrators see more since several features in this category are configured only by administrators. Call Forward Call Forward enables you to forward all your calls to a specific phone number, including your Voicemail box. This feature must be enabled by your Voice Manager administrator. You can set your forwarding number for: All calls. Only when your line is busy. Only when a call goes unanswered. Incoming Call Feature Anonymous Call Rejection Call Forward Forward All Calls Call Forward Busy Call Forward No Answer Call Transfer Call Waiting Custom Ring Do Not Disturb (DND) Selective Call Forwarding Selective Call Rejection User Can Turn On or Off? Yes Configuration by User Required? No Yes Yes No: Managed by administrator N/A No: Managed by administrator N/A No: Managed by administrator N/A Yes No Yes Yes Yes Yes Custom Ring is available to customers who connected prior to 2017. Even if you don't plan to forward your calls to another phone number, it's a good idea to review the current Call Forward settings on each of your lines to ensure they are set to your needs, especially with regard to forwarding your Voicemail. You can configure Call Forward for each line assigned to you. © 2009-2017 Charter Communications, all rights reserved. Page 38 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Figure 36 Call Forward To forward your calls 1. On the Incoming Calls tab, select Call Forward. 2. Select a phone line from the Select line drop-down list. 3. Identify the setting to be adjusted: o Call Forward. o Call Forward Busy. o Call Forward No Answer. You can slide the status button to On or Off for each available feature. 4. Slide the button to On. Then enter a phone number in the Forward To field. 5. If Account Codes are provisioned on this line, you must also enter an Account Code in the Account Code field. Contact your administrator with questions. Account Codes are available to customers who connected prior to 2017. 6. Select Save to apply your settings. © 2009-2017 Charter Communications, all rights reserved. Page 39 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Selective Call Forwarding Selective Call Forwarding enables you to selectively forward calls to a number you choose, when those calls originate from a specific number you identify. Calls not on the list will complete as normal. You can configure Selective Call Forwarding for each line assigned to you. Figure 37 Selective Call Forwarding To enable Selective Call Forwarding 1. On the Preferences tab select Incoming Calls, and then select Selective Call Forwarding. 2. Select a phone line from the Select line drop-down list. 3. Slide the status button to on. 4. In the Numbers to Forward section, enter the Phone Number you want to be forwarded and select Add New Number. To remove an individual number from your list, use the Delete icon next to a specific number. You can also select Delete All to delete all the numbers you have entered to be forwarded. 5. In the Forward Calls to section, enter the phone number to which you want © 2009-2017 Charter Communications, all rights reserved. Page 40 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager the calls forwarded. 6. If Account Codes are provisioned on this line, you must also enter an Account Code in the Account Code field. Contact your administrator with questions. Account Codes are available to customers who connected prior to 2017. 7. Select Save to apply your settings. Selective Call Rejection Selective Call Rejection enables you to reject calls from specific phone numbers. When a call is received from a phone number on your Selective Call Rejection list, the caller hears a message that indicates the line is not accepting calls. You can configure Selective Call Rejection for each line assigned to you. Figure 38 Selective Call Rejection To enable Selective Call Rejection 1. On the Preferences tab select Incoming Calls. 2. Select Selective Call Rejection. 3. Select a phone line from the Select line drop-down list. © 2009-2017 Charter Communications, all rights reserved. Page 41 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager 4. Slide the status button to On. 5. Enter the phone number you want to reject and select Add New Number. To remove a phone number from your list, select the Delete icon for that number. You can also select Delete All to delete all the numbers you have entered to be rejected. 6. Select Save to apply your settings. Outgoing Calls Outgoing Calls features primarily focus on how outgoing calls will be managed. Users will see one feature listed on this page, though the administrator will see more since there are several features in this category that are configured only from the administrator's side. Outgoing Call Feature Account Codes Verified Non-Verified Call Return - *69 Custom Caller ID Hotline Last Number Redial Speed Dial Suspended Line Three-Way Calling User Can Turn On or Off? No: Managed by administrator No: Managed by administrator No: Managed by administrator No: Managed by administrator No: Managed by administrator Yes No: Managed by administrator No: Managed by administrator Configuration by User Required? N/A N/A N/A N/A N/A Yes N/A N/A Account Codes, Hotline, and Suspended Line are available to customers who connected prior to 2017. Speed Dial Speed Dial enables you to store up to eight frequently dialed numbers for simplified dialing. Once you've activated Speed Dial, use it by dialing *74, followed by the Speed Dial digit you assigned to the phone line. You can configure Speed Dial for each line assigned to you. © 2009-2017 Charter Communications, all rights reserved. Page 42 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Figure 39 Speed Dial To set up Speed Dial 1. On the Preferences tab select Outgoing Calls, and then select Speed Dial. 2. Select a phone line from the Select line drop-down list. 3. Enter the phone numbers you want to add for the Speed Dial numbers you want to use. You don't have to use all the Speed Dial numbers or start at the top. 4. Enter an appropriate Account Code, if necessary. Account Codes are available to customers who connected prior to 2017. 5. Select Save to apply your settings. Custom Routing Custom Routing features are complex features that primarily focus on how incoming calls are routed within the business. Only one feature is listed on this page, though the administrator has access to more since some Custom Routing features are configured only by the administrator. © 2009-2017 Charter Communications, all rights reserved. Page 43 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Custom Routing Feature User Can Turn On or Off? Call Scheduler Yes Auto Attendant No: Managed by administrator Hunt Group Circular Hunting Sequential Hunting Uniform Call Distribution Hunting No: Managed by administrator Configuration by User Required? Yes No No Call Scheduler Call Scheduler enables you to change the behavior of call features based on a schedule you set (a configuration). Up to three configurations can be customized to support the needs of your business. For example, Configuration 1 could be set for your regular business hours, and two additional configurations could be set for after business hours and staff lunch hour. To access Call Scheduler, on the Preferences tab select Custom Routing, and then select Call Scheduler. You can review the steps you'll take and then select Get Started to start the configuration wizard. Figure 40 Call Scheduler Wizard © 2009-2017 Charter Communications, all rights reserved. Page 44 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Step 1: Create Configuration 1 First, define Configuration 1 for your account. Enter a name for this configuration, and then edit the settings to assign the calling features you want to use as your default settings. Many businesses use Configuration 1 for call settings used during regular business hours. Once you activate Call Scheduler, Configuration 1 is applied to the phone number in the Select Line drop-down menu whenever there is no other configuration scheduled to take effect. Figure 41 Call Scheduler Configuration 1 Step 2: Create Additional Configurations Next, define at least one (but up to two) additional configurations. These call settings will be employed at other times, such as after business hours or during staff lunch hour. Enter a name for each configuration, and then edit your settings as you did for Configuration 1. © 2009-2017 Charter Communications, all rights reserved. Page 45 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Figure 42 Call Scheduler Configuration 2 Step 3: Create Your Call Schedules Now that your configurations are defined, configure the calendar schedule to activate the configurations at certain days and times. Configuration 1 will be active at all times, except when you have scheduled Configuration 2 or Configuration 3 to take effect instead. Customize the Call Schedule for your configurations by adding a single or repeating event. Select Set Up Call Schedule from within the wizard. A repeating schedule repeats every week for a specific date and time. A single event schedule is applied only on the date you specify. If you have repeating and single event schedules set for the same date and time, the single event schedule takes precedence over the repeating schedule. © 2009-2017 Charter Communications, all rights reserved. Page 46 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Figure 43 Create a Call Schedule To set up a single or repeating event 1. On the Preferences tab select Outgoing Calls, and then select Speed Dial. Select the type of event you want to create: Single Event or Repeating Event. 2. Select the configuration to which this Call Schedule is applied. 3. Set the Start and End Dates for a single event, or the Days to Repeat for a repeating event. 4. Under Set Time of Day, enter the From and To times for the event. 5. Select Add Event to add the event to this Call Schedule. 6. Select Save Call Schedule to save your settings. © 2009-2017 Charter Communications, all rights reserved. Page 47 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Your current schedule is displayed in the right pane. If you prefer, select View Calendar to see the schedule in a weekly or monthly calendar view. Figure 44 Call Schedule and Calendar View Step 4: Activate Call Scheduler Lastly, activate Call Scheduler. Activating Call Scheduler applies the configuration settings according to the Call Schedules you specified. If you select Activate Later, the current settings remain in effect. Figure 45 Activate Call Scheduler Once they are activated, you can view and edit your configurations and Call Schedules at any time by visiting the Call Scheduler feature on your Preferences tab. © 2009-2017 Charter Communications, all rights reserved. Page 48 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Figure 46 Call Scheduler, Configured Select Edit to modify settings for a particular configuration, reset it, or delete it. You can modify a configuration by: Selecting Edit for a specific feature settings, making your changes and selecting Save. Selecting Reset to remove all schedules associated with a configuration or Delete to permanently delete it. To delete a configuration, you must first have all three available configurations set up. Only Configuration 2 or 3 can be deleted; Configuration 1 can't be deleted, but it can be turned off. Mobility Mobility is available to customers who connected prior to 2017. Mobility promotes flexibility in your schedule and location by routing calls directly to you and removing the need to leave messages or play telephone tag. Mobility Feature Simultaneous Ring Sequential Ring Office Anywhere Personal Attendant User Can Turn On or Off? Yes Yes No: Managed by administrator Yes Configuration by User Required? Yes Yes No Yes © 2009-2017 Charter Communications, all rights reserved. Page 49 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Office Anywhere and Personal Attendant are available to customers who connected prior to 2017. Simultaneous Ring Simultaneous Ring enables you to set incoming calls to a specified line to ring up to five phone numbers simultaneously until the call is picked up. The first line to answer is connected, and the other lines are released. If a line directs the call to Voicemail, then the other lines are released. If the call is not picked up because all lines are busy, the caller hears a busy signal. You can configure Simultaneous Ring for each line assigned to you. Figure 47 Simultaneous Ring © 2009-2017 Charter Communications, all rights reserved. Page 50 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager To set up Simultaneous Ring 1. On the Preferences tab select Mobility, and then select Simultaneous Ring. Then select a phone line from the Select line drop-down list. 2. Slide the status button to On. 3. Enter the phone numbers to which you want to direct incoming calls from the selected line. Use the up and down arrows under the Position column to promote or demote a number in the ring order. You can also specify the number of rings you want each line to receive before the call proceeds to the next number in sequence. 4. If Account Codes are provisioned on this line, you must also enter an Account Code in the Account Code field. Contact your administrator with questions. Account Codes are available to customers who connected prior to 2017. 5. Select Save to apply your settings. Sequential Ring Sequential Ring enables you to set incoming calls to a specified line to ring up to five additional phone numbers in sequence. The phone number in the first position rings first, and after a preset number of rings the next phone number rings, and then the next numbers until the call is picked up, goes to Voicemail or other no-answer processing from the main number is configured to handle the call. You can configure Sequential Ring for each line assigned to you. © 2009-2017 Charter Communications, all rights reserved. Page 51 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Figure 48 Sequential Ring To set up Sequential Ring 1. On the Preferences tab select Mobility, and then select Simultaneous Ring. Then select a phone line from the Select line drop-down list. 2. Slide the status button to On. 3. Enter the phone numbers to which you want to direct incoming calls from the selected line. Use the up and down arrows under the Position column to promote or demote a number in the ring order. 4. If Account Codes are provisioned on this line, you must also enter an Account Code in the Account Code field. Contact your administrator with questions. © 2009-2017 Charter Communications, all rights reserved. Page 52 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Account Codes are available to customers who connected prior to 2017. 5. Select the number of rings you want each line to receive before the call proceeds to the next number in sequence. 6. Select Save to apply your settings. Office Anywhere Office Anywhere is available to customers who connected prior to 2017. Office Anywhere allows you the option to appear as if you are using your office phone for inbound and outbound calls, even while you are working remotely. When Office Anywhere is enabled, outbound calls made from your remote phone will display the Caller ID so it appears the call is made from your office phone. The initial Office Anywhere PIN is the last four digits of the Spectrum Business Voice phone line with the Office Anywhere feature. To establish a new 4-digit PIN for the selected phone line, follow the steps below. Figure 49 Office Anywhere To set up Office Anywhere 1. On the Preferences tab select Mobility, and then select Office Anywhere. Select a phone line from the Select line drop-down list. © 2009-2017 Charter Communications, all rights reserved. Page 53 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager 2. Enter and confirm your new PIN in the appropriate fields. 3. Select Save to apply your settings. Personal Attendant Personal Attendant is available to customers who connected prior to 2017. Personal Attendant allows you to answer calls with a greeting and then route the calls to Voicemail, another telephone number or to a second announcement. Before you set up Personal Attendant, be sure to set your calling features so you can receive the automated call that's part of recording your audio files. Features such as Call Forward might need to be disabled. Figure 50 Personal Attendant To set up Personal Attendant 1. On the Preferences tab select Mobility, and then select Personal Attendant. Select a phone line from the Select line drop-down list. 2. Select Record New. An audio file must be recorded using the phone that will play the audio file. You can create up to four audio files to use for your Personal Attendant Dialogs. © 2009-2017 Charter Communications, all rights reserved. Page 54 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Figure 51 Record a New Audio File 3. First, enter a Name and short Description for the new audio file. This information will show up throughout Personal Attendant to help you easily locate the audio file later. 4. When you are ready to record the audio file, select Call Me. The phone line you selected in Step 1 will ring. Simply follow the voice prompts to record your audio file. 5. Now that your audio file is recorded, you can create up to two dialogs (custom greetings) to help manage your calls via the Personal Attendant feature. Many people create one dialog to run during office hours and another for when business is closed. Each dialog can offer callers up to two separate actions to take, such as trying another phone line, leaving a voicemail or hearing recorded information. © 2009-2017 Charter Communications, all rights reserved. Page 55 Getting Started With Voice Manager User Guide Users: Configuring Voice Manager Figure 52 Create New Dialog 6. In the Manage Personal Attendant Dialogs section, select Create New. The Create New Personal Attendant Dialog box opens. Figure 53 Create New Personal Attendant Dialog 7. Enter a dialog name. o Select a custom greeting from the drop-down menu (use the play button to review your message, if desired). o Designate an action when the caller presses Button 1 and Button 2, respectively. 8. Select Add Dialog to apply your settings. © 2009-2017 Charter Communications, all rights reserved. Page 56 Appendix Voice Manager Feature Activation List Feature Name Incoming Calls Anonymous Call Rejection Call Forward Call Forward Busy Call Forward No Answer Call Transfer Call Waiting Custom Ring Do Not Disturb (DND) Selective Call Forwarding Selective Call Rejection Outgoing Calls Account Codes (Non-Verified) Account Codes (Verified) Call Logs Call Return Custom Caller ID Hotline Last Number Redial Speed Dial Suspended Line Three-Way Calling Enabled Automatically Enabled By: User Enabled or Modified Admin Admin Admin Admin Admin Admin Spectrum Account Rep Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Admin Custom Ring, Account Codes, Hotline and Suspended Line are available to customers who connected prior to 2017. Getting Started With Voice Manager User Guide Appendix: Additional Information Feature Name Custom Routing Auto Attendant Call Scheduler Circular Hunting Sequential Hunting Uniform Call Distribution Hunting Business Group Package Extension Dialing Call Hold Call Park and Retrieve Directed Call Pickup Enabled Automatically Enabled By: Admin Admin Admin Admin Admin N/A Admin Admin Admin User Enabled or Modified Mobility Simultaneous Ring Sequential Ring Office Anywhere Personal Attendant Admin Admin Admin Admin Features Not Included in a Group Caller ID Caller ID Blocking Per Line Inbound/Outbound Call Restrictions Intercept Message Remote Call Forward Voicemail: Single Mailbox Voicemail: Group Mailbox Voicemail: Shared Mailbox Spectrum Account Rep Spectrum Account Rep Spectrum Account Rep Spectrum Account Rep Spectrum Account Rep Spectrum Account Rep Spectrum Account Rep Spectrum Account Rep Office Anywhere, Personal Attendant, Inbound/Outbound Call Restrictions, and Group and Shared Mailboxes are available to customers who connected prior to 2017. Additional Information For additional information or assistance, or to purchase additional features, contact your Spectrum Business Account Executive or call 1-800-314-7195. © 2009-2017 Charter Communications, all rights reserved. Page 58Microsoft Word 2010