Managing Applications

Contents

  1. 1 Managing Voice Mail
    1. 1.1 To Display the Vmail Status Page
      1. 1.1.1 Finding a Voice Mail User
      2. 1.1.2 Filtering Voice Mail Users by Offset, Reseller, and/or Domain
      3. 1.1.3 Changing Voice Mail Status
      4. 1.1.4 Emptying Deleted Voice Mail Messages
  2. 2 Managing Greetings
    1. 2.1 To Display the Greetings Page
    2. 2.2 Filtering Greetings by Reseller
    3. 2.3 Adding New Greetings
      1. 2.3.1 Recording a new greeting from a phone
      2. 2.3.2 Uploading a Greeting from a .wav File
    4. 2.4 Playing Back Greetings
    5. 2.5 Editing Greetings
    6. 2.6 Changing Greeting Names
  3. 3 Managing Music-on-Hold
    1. 3.1 To Display the Music on Hold >> Select Subscriber Page
      1. 3.1.1 Filtering Music-on-Hold files by Reseller and/or Domain
      2. 3.1.2 Managing Music On Hold Files
      3. 3.1.3 Recording a Music On Hold File
      4. 3.1.4 Playing Back Music On Hold Files
      5. 3.1.5 Uploading Music On Hold Files
      6. 3.1.6 Changing the Description of a Music On Hold File
      7. 3.1.7 Deleting a Music On Hold File
    2. 3.2 Managing Conferencing
      1. 3.2.1 Adding New Conferences
      2. 3.2.2 Adding, Viewing, and Deleting Participants
      3. 3.2.3 Using the Conference Section
      4. 3.2.4 Using the Participants Section
      5. 3.2.5 Editing Conferences
      6. 3.2.6 Deleting Conferences
    3. 3.3 Managing Call Queues
      1. 3.3.1 To Display the Call Queues Page
      2. 3.3.2 Adding a New Call Queue
      3. 3.3.3 Editing Call Queues
      4. 3.3.4 Deleting Call Queues
    4. 3.4 Showing the Status of Call Queues
    5. 3.5 Managing Hunt Groups
      1. 3.5.1 To Display the Hunt Groups Page
      2. 3.5.2 Adding a New Hunt Group
      3. 3.5.3 Editing Hunt Groups
      4. 3.5.4 Deleting Hunt Groups
      5. 3.5.5 Adding Hunt Group Entries
      6. 3.5.6 Editing Hunt Group Entries
      7. 3.5.7 Deleting Hunt Group Entries

Managing Voice Mail

This section describes the administration of the voice mail application. Voice mail is managed using the Vmail Status page.

To Display the Vmail Status Page

  • On the Applications menu, click Voice Mail.



Column

Description

Last Name

User’s last name.

First Name

User’s first name.

User Name

SIP user account.

Domain

Domain to which the user is assigned.

Dept.

Department to which the user is assigned.

Greeting

Greeting number (1-7) selected by the user.

Vmail

Determines whether voice mail is enabled or disabled.

Yes = voice mail is enabled. (default)

No = voice mail is disabled.

Rcv Brdcast

Determines whether the user will receive voice mail broadcasts.

Yes = user can receive broadcast voice mail messages. (default)

No = user cannot receive broadcast voice mail messages.

Sort LiFo

Determines the sorting order (whether to play newest or oldest voice mail first).

Yes = play newest voice mail first.(default)

No = play oldest voice mail first.

Announce Time

Determines whether the time is announced when voice mail is played.

Yes = announce time when voice mail is played. (default)

No = don't announce time when voice mail is played.

VMail Notice

Enables or disables the sending of a voice mail notification via email.

Yes = send voice mail notification via email with one of the following options:

  • hyperlink
  • brief hyperlink
  • attachment (leave as new)
  • attachment (move to saved)
  • attachment (move to trash)
  • brief attachment (leave as new)
  • brief attachment (move to saved)
  • brief attachment (move to trash)

No = do not send voice mail notification via email. (default)

VMail Notice Address

Email address to which the voice mail notification is sent. The notification can be sent as a link or as an attachment in .wav format. When sent as an attachment, the user can select whether to move the voice mail to the folder for saved emails, or leave it in the folder for new emails. If the saved folder is selected, the voice mail indication light on the phone will no longer blink.

# Draft

Number of messages in draft folder.

# Greeting

Number of recorded greetings.

# New Msg

Number of new voice mail messages.

# Saved Msg

Number of saved voice mail messages.

# Deleted VMail

Number of voice mail messages that have been deleted.

Size

Size, in kb, of all the voice mail messages in the user’s voice mail box.

Initially, the Vmail Status page shows voice mail information for all of the system users. To locate voicemail information for a particular user, you can use the Find User field at the top right side of the Vmail Status page to find a user that meets certain search criteria, or the Offset field and the Reseller or Domain drop-down list at the bottom-left side of the Vmail Status page to filter voice mails by reseller and/or domain.

If the number of voice mail 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 voice mail users.

The Vmail Status page also has a Refresh button. After you filter or edit a voice mail, click this button to update the contents on this page.

Finding a Voice Mail User

To find a voice mail user on the Vmail Status page:

  • In the Find User field, enter the first few characters of the user whose voicemail information you want to find. For example, to find the voice mail for the user “John Smith,” you can type john or Smith.

  • Click the Refresh button. Only the users that match the characters you typed appear in the Vmail Status page.

Filtering Voice Mail Users by Offset, Reseller, and/or Domain

Initially, the Offset field is empty and the Reseller and Domain fields contain an asterisk. This character means the Vmail Status page shows resellers and domains for all users. To filter the voice mail users by a particular offset, reseller, and/or domain:

  • To filter voice mail users by an offset, enter a value in the Offset field.

  • To filter voice mail users by a particular reseller, select a reseller in the Reseller drop-down list.

  • To filter voice mail users 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 voice mail users that correspond to the reseller and/or domain you selected are displayed in the Vmail Status page.

Changing Voice Mail Status

To change the status for a voice mail:

  • From the Vmail Status page, under the User Name column, click the user name whose voice mail status you want to change. The Vmail Status dialog box appears


  • Complete the fields in the Vmail Status dialog box (see Table 7-35).

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

Table 735. Fields in the Vmail Status Dialog Box

Column

Description

User Name

Read-only field that shows the name of the user.

Domain

Read-only field that shows the name of the domain.

First Name

User’s last name.

Last Name

User’s first name.

Dept

Department to which the user is assigned.

VMail

Determines whether voice mail is enabled or disabled.

Yes = voice mail is enabled. (default)

No = voice mail is disabled.

Rcv Brdcast

Determines whether the user can receive voice mail broadcasts.

Yes = user can receive broadcast voice mail messages. (default)

No = user cannot receive broadcast voice mail messages.

Sort LiFo

Determines the sorting order (whether to play newest or oldest voice mail first).

Yes = play newest voice mail first. (default)

No = play oldest voice mail first.

Announce Time

Determines whether the time is announced when voice mail is played.

Yes = announce time when voice mail is played. (default)

No = do not announce time when voice mail is played.

 Announce CID
Determines whether the the caller ID is announced when voice mail is played.

VMail Notice

Enables or disables the sending of a voice mail notification via email.

Yes = send voice mail notification via email with one of the following options:

  • hyperlink
  • brief hyperlink
  • attachment (leave as new)
  • attachment (move to saved)
  • attachment (move to trash)
  • brief attachment (leave as new)
  • brief attachment (move to saved)
  • brief attachment (move to trash)

No = do not send voice mail notification via email. (default)

VMail Notice Address

Email address to which the voice mail notification is sent. The notification can be sent as a link or as an attachment in .wav format. When sent as an attachment, the user can select whether to move the voice mail to the folder for saved emails, or leave it in the folder for new emails. If the saved folder is selected, the voice mail indication light on the phone will no longer blink.

Greeting

Greeting number selected for this user.

Emptying Deleted Voice Mail Messages

To empty deleted voice mail messages:

  • From the Vmail Status page, click the Empty Deleted VMail button. A message displays the number of directories from which trash was emptied

  • Click the BACK link to return to the Vmail Status page.

Managing Greetings

Greetings are managed using the Greetings page. Using the Greetings page, you can record, delete, and edit greetings used by the auto attendants.

To Display the Greetings Page

On the Applications menu, click Greetings.


Column

Description

Domain

Lists all domains in the system.

Greeting File

Number of greeting files recorded in each domain.

Initially, the Greetings page shows all the greetings in the system. To locate a particular greeting, you can use the Reseller drop-down list at the bottom-left side of the Greeting page to filter greetings by reseller.

If the number of greetings 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 Greetings page also has a Refresh button. After you filter or edit a greeting, click this button to update the contents on this page.

Filtering Greetings by Reseller

Initially, the Reseller field contains an asterisk. This character means the Greetings page shows resellers and domains for all users. To filter the greetings messages by a particular offset, reseller, and/or domain:

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

  • Click the Refresh button. Only the greetings that correspond to the reseller you selected are displayed in the Greeting page.

Adding New Greetings

New greetings for the Domain’s auto attendant can be recorded from any phone or uploaded from a pre-recorded .wav file

Recording a new greeting from a phone

  • From the Greetings page, under the Domain column, click the domain for which you want to record a greeting. The Greetings page appears


  • Click the Record Greeting button. The My Greeting dialog box appears



  • Complete the fields in the My Greeting dialog box (see Table 7-37).

  • Click the Start Record Greeting 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 message, and hang up the handset.


Column

Description

Description

Read-only field that describes the greeting.

Call To

Enter the phone number from where you want to record the greeting. This can be an on-net phone number or off-net phone number (i.e., cell phone).

Greeting

Select the number of the greeting you want to record.

Greeting Name

Enter a description for the greeting. We recommend that you spell out the actual wording that is being recorded.

Example Script

This read-only field appears when you edit a greeting. It provides an example of a script you can use to record your greeting.

Uploading a Greeting from a .wav File

To record a new greeting from a .wav file:

  • From the Greetings page, under the Domain column, click the domain for which you want to record a greeting. The Greetings page appears.



  • Under the Upload column, click the Upload link for the greeting you want to upload. The My Greeting dialog box appears


  • Click the Start Upload Greeting button.

Column

Description

Description

Read-only field that describes the greeting.

File to upload

Click the Browse button and point to the file that you want to upload.

Greeting

Read-only field that shows the number of the greeting to be uploaded.

Greeting Name

Enter a description for the greeting. We recommend that you spell out the actual wording that is being recorded.

Example Script

Read-only field that provides an example of a script you can use to record your greeting

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.


Column

Description

User Name

Music-on-hold is loaded to the ‘domain’ user in each domain or to the default user in a Hunt Group.

Domain

Domain name of for the music-on-hold file.

# Wave File

Number of music-on-hold files in the selected Domain. Multiple files can be loaded and are played in sequence.

#G723 File

Only used when the system is enabled to use compressed audio files. Please contact NetSapiens support for further instructions.

#G729 File

Only used when the system is enabled to use compressed audio files. Please contact NetSapiens support for further instructions.

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.



From this page, you can:
  • 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

Column

Description

Filename

Read-only field that shows the name of the music-on-hold file.

Domain

Read-only field that shows the domain where the music-on-hold file will be uploaded.

User

User for which the music-on-hold is loaded.

Annotation

Description of the music-on-hold file.

Record At

Phone number where the music-on-hold will be recorded at.

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.

Column

Description

Filename

Read-only field that shows the name of the music-on-hold file.

Domain

Read-only field that shows the domain where the music-on-hold file will be uploaded.

User

User for which the music-on-hold is loaded.

Annotation

Description of the music-on-hold file.

File to Upload

Click the Browse button to select the music-on-hold file you want to upload.

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.


Column

Description

Conference URI

Uniform Resource Identifier for uniquely identifying the conference.

Conference Name

Name of the conference.

PIN

Personal Identification Number that must be specified to enter the conference.

Time Begin

Time when the conference is to start.

Time End

Time when the conference is to end.

GMT Offset

Greenwich Mean Time offset that corresponds to the time zone where the conference is to be started.

Activate

Indicates whether conferencing is activated.

Show Participants

Indicates whether conference participants are shown or hidden. If they are shown, you can view and access participants

# Participants

Number of individuals participating in the conference.

Max # Participants

Maximum number of individuals who can participate in the conference.

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

Column

Description

Conference URI

Enter the name of the conference you are adding.

This field is read only in the Conference Details dialog box.

Conference Name

Enter the name for the conference you are adding.

Leader Login

Enter the login number that the leader of the conference must enter to access the conference.

Leader Pin

Enter the PIN that the leader of the conference must enter to start the conference.

PIN

Enter the PIN that all other attendees must enter to participate in the conference.

Activate

Indicate whether the conference should be activated.

Yes = conference is activated.

No = conference is not activated (default)

Time Begin

Use the controls to specify the time when the conference is to start.

Time End

Use the controls to specify the time when the conference is to end.

GMT Offset

Enter the GMT offset that corresponds to the time zone where the conference is to be started. For example, if the conference is to start in Los Angeles, specify an offset of -7.

Max # Participants

Enter the maximum number of individuals who can participate in the conference (default is 8).

Save Participants

Indicates whether participants to this conference are saved. If they are saved, the leader can start a conference at a later time and have the Conference Room call the participants. In this way, the participants do not need to remember a PIN and nobody will be late, as the NetSapiens server sets up the conference to all participants.

Yes = participants are saved. (default)

No = participants are not saved.

Announce Participants

Select the Wave (.wav) file that will be used to announce participants who join the conference.

Depart Tone

Select the Wave (.wav) file that will be used to announce participants who exit the conference.

Dial Translation

Select which dial translation will be used for this 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.



Column

Description

Edit

Click the EDIT link to edit a call queue.

Queue Name

Name of the call queue.

Domain

Domain to which the call queue belongs.

SHOW

Click the SHOW link to view the status of a call queue.

Description

Shows the description of the call queue.

Default User

User name to which the call queue is attached.

# of Entries

Number of entries in the call queue.

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.

Column

Description

Queue Name

Enter a name for the call queue you are adding.

Domain

Select the domain to which the call queue will belong.

Description

Enter a description for the call queue.

Default User

User name to which the call queue is attached.

Options

Reserved for future use.

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.



Column

Description

Edit

Click the EDIT link to edit a hunt group.

Queue Name

Name of the hunt group.

Domain

Domain to which the hunt group belongs.

SHOW

Click the SHOW link to view the status of a hunt group.

Description

Shows the description of the hunt group.

Default User

User name to which the hunt group is attached.

# of Entries

Number of entries in the hunt group.

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.

Column

Description

Hunt Group Name

Enter a name for the hunt group you are adding.

Domain

Select the domain to which the hunt group will belong.

Description

Enter a description for the hunt group.

Options

Reserved for future use.

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.

Column

Description

Hunt Group Name

Read-only field that shows the name of the selected hunt group.

Domain

Read-only field that shows the name of the domain to which the hunt group belongs.

Device AOR

Specifies the device to be added. This field is read only when displayed from the Hunt Groups page

Option

Disabled = user is not in the hunt group.

Manual = after a call, the user must manually change the status to available using the Agents Portal to become available again.

Auto Immediate = user will be made available automatically again after each call.

Order

Priority of the user in the hunt group.

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.



Viewing Call History