Playing Back Greetings

After you record a greeting, use the following procedure to play it back.

• From the Greetings page, under the Domain column, click the domain whose greeting name you want to play. The Greetings page appears

• Under the Playback column, click the PLAY link that corresponds to the greeting you want to play back. The greeting is played back.

• If you are not satisfied with the greeting, edit it then play it back to make sure the greeting is satisfactory.

• Once you are satisfied with the greeting, you can upload it into the system

Editing Greetings

There may be times when you want to edit a greeting you have record. To edit a greeting:

• From the Greetings page, under the Domain column, click the domain that contains the greeting you want to edit. The Greetings page appears

• Under the Record column, click the Record link for the greeting you want to edit. The My Greeting dialog box

Changing Greeting Names

To change the name for a greeting:

• From the Greetings page, under the Domain column, click the domain whose greeting name you want to change. The Greetings page appears

• Under the Greeting Name column, click the name you want to change. The My Greeting dialog box appears. Only the Greeting Name field is editable. We recommend that you spell out the exact wording of the recording. The others are read-only fields in this dialog box.

• In the Greeting Name field, edit the name of the greeting.

• When you finish editing the greeting name, click the Modify button. The edited name appears in the Greetings page.

Managing Music-on-Hold

Music-on-hold files can be recorded or uploaded per domain. They are played when a caller is put on hold or when a caller is in a call queue. Music-on-hold files are managed using the Music on Hold >> Select Subscriber page.

When managing music-on-hold files, the filename is significant and must be in the format moh-nn where nn is the number of the music-on-hold file. In the case of call queuing, it is possible to have multiple music-on-hold files for a domain or user. The file named moh-00 is significant because this file will only be played once each time music-on-hold is activated. This allows for an introduction message.

It is not necessary to have an moh-00 introduction file if it is not required. The remaining music-on-hold files will be played in the order of the filename and repeated if necessary. The following example is for a possible music-on-hold implementation for a call center:

• moh-00 - “Thank you for calling company XYZ, all agents are currently busy. Please hold for the next available agent.”

• moh-01 - 1st music file.

• moh-02 - 2nd music file.

• moh-03 - “Please continue to hold. Your call is important to us.”

In this scenario, after moh-03 is played, the files will start over beginning with moh-01.

To Display the Music on Hold >> Select Subscriber Page

On the Applications menu, click Music On Hold.

Initially, the Select Subscriber page shows all the music-on-hold files in the system. To locate a particular file, you can use the Reseller and Domain drop-down lists at the bottom-left side of the Greeting page to filter music-on-hold files by reseller and/or domain.

If the number of music-on-hold files shown exceeds what the page can display, a next link appears at the lower right area of the page. Click this link to display the next page of greetings.

The Select Subscriber page also has a Refresh button. After you filter or edit a music-on-hold file, click this button to update the contents on this page.

Filtering Music-on-Hold files by Reseller and/or Domain

Initially, the Reseller and Domain fields contain an asterisk. This character means the Select Subscriber page shows music-on-hold files for all resellers and domains.

• To filter music-on-hold files by a particular reseller, select a reseller in the Reseller drop-down list.

• To filter music-on-hold files by a particular domain, select a domain in the Domain drop-down list.

The Reseller and Domain drop-down lists can be used together to narrow your view by filtering voice mail users by reseller and domain.

• Click the Refresh button. Only the music-on-hold files that correspond to the reseller and/or domain you selected are displayed in the Select Subscriber page.

Managing Music On Hold Files

• From the Select Subscriber page, perform one of the following steps:

• To manage the music-on-hold files for a particular Domain, under the User Name column, click a user name.
  

• To add music-on-hold for a particular user, click the Add button. When the Add page appears under the User Name column, click the user for whom you want to record the music-on-hold file.
  

• Record a music-on-hold file
  

• Play back a music-on-hold file
  

• Upload a music-on-hold file

• Change the description of a music-on-hold file
  

• Delete a music-on-hold file
  

Recording a Music On Hold File

• Under the Record column, click the Record link. The Music On Hold – Record dialog box appears

Music On Hold – Record Dialog Box

• Complete the fields in the Music On Hold – Record dialog box
  

• Click the Start Record Music-On-Hold file button. A message tells you to answer the call at the telephone number shown to record the messages.

• Click the BACK link to remove the message.

• When the telephone rings, lift the handset, record your music-on-hold file, and hang up the handset.

• To listen to your music-on-hold file
  

Playing Back Music On Hold Files

After you record a music-on-hold file, use the following procedure to play it back.

• Under the Playback column, click the PLAY link for the music-on-hold file you want to play back. The file is played back.

• If you are not satisfied with the file, edit it, then play it back to make sure the file is satisfactory.

• Once you are satisfied with the file, you can upload it into the system
  

Uploading Music On Hold Files

• Under the Upload column, click the Upload link for the music-on-hold file you want to upload. The Music On Hold – Upload dialog box appears
  

• Click the Start Upload Music-On-Hold file button. A message tells you to that the file was uploaded successfully.

• Click the BACK link to remove the message.

Changing the Description of a Music On Hold File

• From the Music On Hold table under the Description column, click the Description link for the music-on-hold file whose description you want to change. The dialog box below appears.

• In the Annotation field, change the description of the music-on-old file.

• Click the Modify button.

Deleting a Music On Hold File

If you no longer need a music-on-hold file, use the following procedure to delete it from the system.

• Under the Delete column, click the Delete link for the music-on-hold file you want to delete. A precautionary message shows information about the music-on-hold file you selected for deletion.

• Click the Delete button to delete the file (or click OK to retain it).

Managing Conferencing

Using the Conferencing page, the administrator can configure individual "Conference Rooms" and view all of the details regarding all active or inactive conferences of the NetSapiens Conference Server (NCS).

Conferencing is managed using the Conference page.

To Display the Conference Page

• On the Applications menu, click Conferencing.

Adding New Conferences

• From the Conferencing page, click the Add button. The Add New Conference dialog box appears
  

• Complete the fields in the Add New Conference dialog box
  

• Click the Create button, then click the Refresh button. The conference you added appears in the Conferencing page.

• You can now add participants to your conference
  

Adding, Viewing, and Deleting Participants

• From the Conference, under the Activate Show Participants column, click the SHOW PARTICIPANTS link for the desired conference. This page has two sections: the top section lets you edit the conference you selected, while the bottom section lets you edit the participants to the conference.

Using the Conference Section

Using the Conference section you can edit a conference and show or hide participants.

• To edit or delete the conference from the Conference section, click the conference under the Conference URI column. When the Conference Details dialog box appears you can edit or delete the conference.

• To hide the participants of the conference from the Conference section, click the HIDE PARTICIPANTS link under the Show Participants column. The participants are hidden and the Conference page reappears.

Using the Participants Section

Using the Participants section, you can add, call and disconnect, mute, and delete participants.

• To add participants from the Participants section, click the Add button in the participants section. When the New Conference Participant dialog box appears enter the participant’s phone number (including any special dialing requirements such as country or area code) and click either the Call Now button (to call the participant now) or the Call Later button (to call the participant at a later time). Multiple participants can be set up for Call later, in which case the Call All button in the main screen can be used to call all of the listed participants simultaneously.

• To call a participant from the Participants section, click the CALL link under the Call column for the participant. The link changes to DISCONNECT, You can click the DISCONNECT link to end the call.

To call all connected participants at one time, click the Call All button at the bottom-left area of the Participants section.

To disconnect all connected participants at one time, click the Disconnect All button at the bottom-right area of the Participants section.

• To mute a participant from the Participants section, click the MUTE link under the Mute column for the participant. The link changes to UNMUTE, You can click the UNMUTE link to turn off muting.

• To delete a participant from the Participants section, click the DELETE link under the Delete column for the participant you want to delete.

No precautionary message appears before you delete a participant. Therefore, be sure you do not need a participant before you delete it. If you accidentally delete a participant that you want to keep in a conference, perform steps 1 and 2 in this procedure to add the participant to the conference.

To delete all participants at one time, click the Delete All button at the top-right area of the Participants section.

Editing Conferences

There may be times when you want to edit a conference. To edit a conference:

• From the Conference, under the Conference URI column, click the conference you want to edit. The Conference Details dialog box appears.

• Complete the fields in the Conference Details dialog box
  

• Click the Modify button.

Deleting Conferences

• If you no longer need a conference, use the following procedure to delete it from the system.

• From the Conference, under the Conference URI column, click the conference you want to delete. The Conference Details dialog box appears.

• Click the Delete button. A precautionary message asks if you are sure you want to delete the item.

• Click OK to delete the conference (or click Cancel to retain it).

• Click the Refresh button to update the screen.

Managing Call Queues

Call queues are used to hold callers when no user is available to answer a call. Normally, call queues are used with Hunt Groups. A Hunt Group contains multiple users (i.e., Help Desk staff) and manages the distribution of calls to those users. Call queues are managed using the Call Queues page.

To Display the Call Queues Page

• On the Applications menu, click Call Queues.

Initially, the Call Queues page shows all the call queues in the system. To locate a particular call queue, you can use the Reseller and/or Domain drop-down lists at the bottom-left side of the Call Queues page to filter call queues by reseller and/or domain.

If the number of users shown exceeds what the page can display, a next link appears at the lower right area of the page. Click this link to display the next page of call queues.

The Call Queues page also has a Refresh button. After you add, edit, or delete call queues, click this button to update the contents on this page.

Filtering Call Queues by Reseller and/or Domain

Initially, the Reseller and Domain fields contain an asterisk. This character means the Call Queues page shows call queues for all resellers and domains.

• To filter call queues by a particular reseller, select a reseller in the Reseller drop-down list.

• To filter call queues by a particular domain, select a domain in the Domain drop-down list.

The Select Reseller and Domain drop-down lists can be used together to narrow your view by filtering call queues by reseller and domain.

• Click the Refresh button. Only the call queues that correspond to the reseller and/or domain you selected are displayed in the Call Queues page.

Adding a New Call Queue

• From the Call Queues page, click the ADD button. The Add New Queue dialog box appears.

• Complete the fields in the Add New Queue dialog box
  

• Click the Create button to exit the dialog box, then click the Refresh button. The new call queue you added appears on the Call Queues page, with the settings you selected in the Add New Queue dialog box.

Editing Call Queues

There may be times when you need to edit the information for a call queue. To edit a call queue:

• From the Call Queues page, under the EDIT column, click the EDIT for the call queue you want to edit. The Modify Queue Information dialog box appears
  

• Change the values in the Modify Queue Information dialog box as necessary
  

• Click the Modify button to exit the dialog box, then click the Refresh button to update the screen.

Deleting Call Queues

If you no longer need a call queue, use the following procedure to delete it from the system.

From the Call Queues page, under the EDIT column, click the EDIT link for the call queue you want to delete. The Modify Queue Information dialog box appears.

Click the Delete button. A precautionary message asks if you are sure you want to delete the item.

Click OK to delete the call queue (or click Cancel to retain it).

Click the Refresh button to update the screen.

Showing the Status of Call Queues

• From the Call Queues page, under the Show column, click the SHOW link for the call queue whose status you want to view. The Call Queues page appears.

• To change the default user, click the Change button in the bottom-right area of the page. When the button changes to Apply, click a default user in the drop-down list and click the Apply button.

The Answer button is not used.

• To return to the previous Call Queues page, click the Back to All Queues button.

Managing Hunt Groups

Hunt groups contain a list of users, such as members of a sales department or support group. Incoming calls to this department are distributed to the users in the hunt group. Hunt groups are managed using the Hunt Groups page.

To Display the Hunt Groups Page

• On the Applications menu, click Hunt Groups.

Initially, the Hunt Groups page shows all the hunt groups in the system. To locate a particular hunt group, you can use the Reseller and/or Domain drop-down lists at the bottom-left side of the Hunt Groups page to filter hunt groups by reseller and/or domain.

If the number of users shown exceeds what the page can display, a next link appears at the lower right area of the page. Click this link to display the next page of hunt groups.

The Hunt Group page also has a Refresh button. After you add, edit, or delete hunt groups, click this button to update the contents on this page.

Filtering Hunt Groups by Reseller and/or Domain

Initially, the Reseller and Domain fields contain an asterisk. This character means the Hunt Groups page shows hunt groups for all resellers and domains.

• To filter hunt groups by a particular reseller, select a reseller in the Reseller drop-down list.

• To filter hunt groups by a particular domain, select a domain in the Domain drop-down list.

The Reseller and Domain drop-down lists can be used together to narrow your view by filtering hunt groups by reseller and domain.

• Click the Refresh button. Only the hunt groups that correspond to the reseller and/or domain you selected are displayed in the Hunt Groups page.

Adding a New Hunt Group

• From the Hunt Groups page, click the ADD button. The Add New Group dialog box appears.

• Complete the fields in the Add New Group dialog box
  

• Click the Create button to exit the dialog box, then click the Refresh button. The new hunt group you added appears on the Hunt Groups page, with the settings you selected in the Add New Group dialog box.

Editing Hunt Groups

• From the Hunt Groups page, under the EDIT column, click the EDIT for the hunt group you want to edit.
  

• Change the values in the Modify Group Information dialog box as necessary
  

• Click the Modify button to exit the dialog box, then click the Refresh button to update the screen.

Deleting Hunt Groups

If you no longer need a hunt group, use the following procedure to delete it from the system.

• From the Hunt Groups page, under the EDIT column, click the EDIT link for the hunt group you want to delete. 

• Click the Delete button. A precautionary message asks if you are sure you want to delete the item.

• Click OK to delete the hunt group (or click Cancel to retain it).

• Click the Refresh button to update the screen.

Adding Hunt Group Entries

• From the Hunt Groups page, under the Show column, click the SHOW link for the hunt group you want to add entries to. 

• Click the ADD button to add users to the hunt group. The Add Entry dialog box appears
  

• Complete the entries in the Add Entry dialog box
  

• Click the ADD button.
  

Editing Hunt Group Entries

• From the Hunt Groups page, under the Show column, click the SHOW link for the hunt group whose entry you want to edit.
  

• The Hunt Groups page appears
  

• Under the Device AOR column, click the entry you want to edit. The dialog box below appears
  

• Change the Option and Order fields as necessary.

• Click the Modify button.

Deleting Hunt Group Entries

• From the Hunt Groups page, under the Show column, click the SHOW link for the hunt group you want to delete. The Hunt Groups page appears
  

• Below the Device AOR column, click the hunt group entry you want to delete. The dialog box below appears.

• Click the Delete button. A precautionary message asks if you are sure you want to delete the item.

• Click OK to delete the hunt group (or click Cancel to retain it).

• Click the Refresh button to update the screen.

Dial Planning

Viewing Call History