IC Knowledge Base

Business portal user features guide

Overview

This document describes the basic functionality of each User Feature and provides an explanation of how the Feature is used and configured by administrators or Users.

Contextual Help

This functionality is deployed on the Business Portal and provides a guided tour to all users on how to configure Company, Site and User features. It does this by providing an ‘Assistance’ button located in the top right-hand side of each feature.

 

 

When the assistance button is clicked on it will guide the user, step by step, on how to configure that particular feature. It does this by providing onscreen pop-ups against each of the key parameters with key written information. It also enables the user to move to the next step, go back to the previous step or exit the tour.

 

Contextual Help supplements this user guide and provides onscreen help as you go. This user guide provides more detail than the portal, but for some the Contextual Help will negate the need to use the guides so often.

Navigation

A User’s feature pack and assigned features can be displayed from Business Portal once the user has been selected. The full feature list can be seen by an Administrator and the User from within the Business Portal by selecting the Service Offerings button:

 

Clicking on this button will provide the user with an alphabetical list of features available to them. Please note features that are available in areas of the portal, other than the ‘Features’ page will not appear in this list, i.e. Additional Line.

 

 

 

Any chargeable add-ons/extras will be displayed when added to the License pack. These add-ons will either be:

  • Features available to configure in the Business Portal
  • Applications to download from the Business Portal
  • Applications to download from other sources
  • Applications available to download from the Business are available from the Applications page on the Business Portal.

 

 

Features are then available to configure from the Features page on the Business Portal.

 

 

If an administrator does not want a User to have access to a feature then it can be removed for that User. Simply click on the Feature Assignment button from the Business Portal and removing the feature by unticking the box.

 

 

Feature Configuration A-Z

Additional Line

Description

Additional Line is a ‘User Type’ that is configured when a new User is created.

Function

An additional line can be created to give a device, IP handset etc. a 2nd, 3rd, 4th…. call appearance, on spare line keys if supported, for multiple DECT handsets off a DECT base station or to utilise a 2nd line on an ATA.

Configuration/Operation

To provide a User with an additional line in the Business Portal navigate to:

Employees>Add Employee

 

 

Click Save & Activate

 

 

Select Site Name

 

 

Select Additional Line

 

Select Primary Number and Feature Package

 

 

  • Select Optional Add-On Feature Package (if required)
  • Select Device
  • New Device:- If you wish to create a new device for this service
  • Define a new device ID
  • Select the device type from the dropdown box
  • Enter the device MAC address
  • Existing Device
  • Select the existing device in the Device ID dropdown box.
  • Click Activate

The additional line will be added to device. If the additional line is on an existing device the device will reboot and the additional line will appear under the first spare line key.

Alternate Number

Description

The Alternate Numbers feature allows Users to specify the Alternate Numbers they can use with their phone service. Users can configure up to ten Alternate Numbers. The Alternative number will call the User’s Primary Line appearance and a distinctive ring pattern is applied to differentiate the call.

Function

Normal ringing is provided for incoming calls to the primary phone number and Users have the option of selecting from 3 distinctive ring patterns for calls to their subsequent alternate numbers. The distinctive ring patterns available are:

  • Normal
  • Long-Long
  • Short-Short-Long
  • Short-Long-Short

Only numbers that are Reserved for the Site but unassigned to Site features or Users are available in the dropdown list for assigning as Alternate Numbers. Alternate Numbers will appear in the CDR billing files.

For outgoing calls from the User, the User’s primary phone number is the calling line identity.

Configuration/Operation

The User can select the feature setting Alternate Numbers in the Business Portal on their User Features page.

In the Business Portal, navigate to:

Employees (select employee) > Features > Alternate Numbers

 

 

If you want to allow each alternate number to have a distinctive ring pattern, select the "Use distinctive ring patterns" check box.
Click ‘Save’

 

Click ‘Add’

 

From the Alternate Number list box, select a telephone number for your new alternate number.
Type a telephone number extension in the Extension field if required.

 

From the Ring Pattern list box, select a ring pattern for your new alternate number.
Click Save.

Anonymous Call Rejection

Description

This service enables a user to reject calls from anonymous parties who have explicitly restricted their identities. By activating the service, callers who have restricted their identities are informed that the user is not accepting calls from restricted callers. The user’s phone does not ring and the user does not see or hear any indication of the attempted call.

This service does not apply to calls from within a group.

Function

Anonymous Call Rejection enables users to instruct WHC to reject incoming call attempts from callers not within the same group, who have blocked their identity (phone number) to the user, with a calling identity delivery blocking feature. When this feature is active, the user receives no alerting indication for external calls from callers with their identities blocked. Instead, the caller is connected to an announcement stating that the user does not accept calls with the caller’s identity blocked.

Configuration/Operation

The User can configure this service through the Anonymous Call Rejection Feature on the User’s Features page on the Business Portal or the Services tab on the Toolbar

In the Business Portal, navigate to:

Employees (select employee) > Features

 

Toggle the Anonymous Call Rejection switch to the ‘On’ position

 

 

 

OR

In the Toolbar click Services

Click Anonymous Call Rejection on the left

 

Select the ‘On’ radio button on the right
Click Apply

Answer Confirmation

Description

This feature enhances the existing Simultaneous Ring, Sequential Ringing and Call Director features to (optionally) prompt the called party to enter a digit to confirm the acceptance of the call.

Function

These enhancements allow us to better deal with situations in which a find-me-follow-me destination rolls over to voice mail, thus ending the find-me-follow-me functionality and preventing real parties from answering the call (for example, when a mobile phone is off or unreachable). The Answer Confirmation feature ensures that the call is connected to a live party, or rolls over to the user’s WHC voicemail inbox. As such, the answering party will be prompted to enter a confirmation digit (any) before getting connected to the calling party.

Alerting continues for all other destinations until the successful collection of a confirmation digit.

Upon collection of a successful confirmation digit, the call is connected and other find-me-follow-me destinations are released as usual.

Configuration/Operation
Configuration of Answer Confirmation for the Simultaneous Ring, Sequential Ringing and Call Director services is found in the Mobility section on the User’s Features page on the Business Portal

For Simultaneous Ring you can configure via the Toolbar application, see below, and from the UC-Office application, Desktop and Smartphone.

In the Business Portal, navigate to:

• Employees > Features > Mobility

 

Answer Confirmation for Simultaneous Ring

Answer Confirmation is available to configure in the Simultaneous Ring Features page in the Business Portal. There are check boxes to turn Answer Confirmation On or Off for each Simultaneous Ring Phone Number:

 

  • Turn on Simultaneous Ring
  • Using the +Add button, add in the numbers you wish to ring
  • Select Answer Confirmation if required
  • Click Save

From the Toolbar

  • Select the ‘Simultaneous Ring’ icon (Highlighted below)

 

 

 

 

  • Turn on Simultaneous Ring
  • Using the Add button, add in the numbers you wish to ring
  • Select Answer Confirmation if required
  • Click ‘OK’

When Simultaneous Ring is enabled, calls to the user are presented to their devices and all Simultaneous Ring phone numbers simultaneously. The user can then answer the call on any of their devices or Simultaneous Ring numbers.

When enabled, the Answer Confirmation option provides a prompt to the User (the answering party) to enter a digit to complete the call when answered by one of their Simultaneous Ring numbers. Any digit can be dialled to confirm the call.

The default prompt played to the User is ‘Please press any key to complete the call’.

Until the answering party successfully dials a confirmation digit, the service continues to ring all Simultaneous Ring phone numbers.

If a confirmation digit is not pressed within 5 seconds of answering the call then the call leg is released and the other phone numbers continue to ring.

Upon successfully confirming the answer with a digit, the call is connected and the other destinations are released as usual.

Example

  • A calls B, who has Simultaneous Ring set to location C and D
  • Locations C and D ring
  • User B answers the call from location C, D continues to ring
  • User B is presented with the prompt ‘Please press any key to complete the call’
  • User B presses a digit to confirm the call
  • A is connected to User B at location C. The call to location D is dropped
  • A and B are now talking

Answer Confirmation for Sequential Ring
Answer Confirmation is available to configure in the Sequential Ring Features page in the Business Portal. There are check boxes to turn Answer Confirmation On or Off for each Sequential Ring Phone Number:

 

The Sequential Ring feature uses the Answer Confirmation feature in a way that is very similar to Simultaneous Ring. However, for the Sequential Ringing feature there is only one alerted location at a time. A failed confirmation at a given Sequential Ring phone number (due to sequential ring timeout, confirmation timeout, user hang-up, and so on) results in the service automatically ringing the next location.

A confirmation is never requested for a sequential ringing location that corresponds to the user’s primary phone number. When Sequential Ring is enabled, calls to the User are presented to the User’s primary phone and/or up to 5 Sequential Ring phone numbers one after the other. The Users configures how long each location should ring for before moving on to the next.

When enabled, the Answer Confirmation option provides a prompt to the User (the answering party) to enter a digit to complete the call when answered by one of their Sequential Ring numbers. Any digit can be dialled to confirm the call.

The default prompt played to the User is ‘Please press any key to complete the call’.

Until the answering party successfully dials a confirmation digit, the service continues to ring all Sequential Ring phone numbers in turn.

If a confirmation digit is not pressed within the timeout of answering the call then the call leg is released and the next location is alerted.

Upon successfully confirming the answer with a digit, the call is connected and the next locations are not alerted.

Example

  • A calls B, who has Sequential Ring set to location C and then D and then E
  • Location C rings
  • User B does not answer. The sequential ring alerts the next location (D)
  • User B answers at location D and is presented with the prompt ‘Please press any key to complete the call’
  • User B does nothing (no digit pressed) and the sequential ringing timeout for next location occurs in the middle of the confirmation procedure
  • Call leg to location D is released and E starts ringing
  • User B answers at location E and presses a digit to confirm the call
  • A is connected to User B and location E and A and B are now talking

Answer Confirmation for Call Director

Answer Confirmation is available to configure in the Call Director Features page in the Business Portal.

 

• Select the ‘Phone Number’ you wish to enable ‘Answer Confirmation’ for

 

When Call Director is enabled, calls to the user are presented to their locations and all the Devices Ring dependent on the rules in place. See the Call Director Section for further information. The user can then answer the call on any of their devices.

When enabled, the Answer Confirmation option provides a prompt to the User (the answering party) to enter a digit to complete the call when answered by one of their Simultaneous Ring numbers. Any digit can be dialled to confirm the call. The default prompt played to the User is ‘Please press any key to complete the call’. Until the answering party successfully dials a confirmation digit, the service continues to ring all Simultaneous Ring phone numbers. If a confirmation digit is not pressed within 5 seconds of answering the call then the call leg is released and the other phone numbers continue to ring. Upon successfully confirming the answer with a digit, the call is connected and the other locations are released as usual.

Answer Confirmation Interactions

The following table shows different actions that can be attempted whilst a call is waiting for confirmation and the result of the attempted action:

 

Automatic Callback

Description
The Automatic Callback (ACB) service allows Users to monitor a busy party and automatically establish a call when the busy party becomes idle. Upon reaching a valid ACB busy condition, the User will hear an announcement asking if they would like to monitor the line and be called back when it is idle. The ACB service can only be activated against a destination/number that resides on the WHC platform.

Function

Automatic Callback is an outgoing call feature that allows a User to place a call to another User in the same group. If the called User is busy, the call originator can activate Automatic Callback to be notified when the called User is idle.

When notified, a new call setup attempt to the now idle User is initiated automatically and the originating User is not required to redial the phone number. The new call attempt is treated as an originating call attempt; it may receive busy treatment or be redirected. For the new call setup to be attempted, both parties must be idle.

When a User originates a call to another User on the WHC platform, if the called party is unable to receive the call because of a valid ACB busy condition, a prompt is played giving the originator the opportunity to activate ACB, (for example, “The line you are calling is busy. Press 1 if you would like to be notified when the line is available”).

After activating ACB, the Originating User goes on hook and is notified with special ringing when both parties are idle. If the User answers special ringing, call setup is automatically initiated towards the other party.

Configuration/Operation

A User can activate or deactivate Automatic Callback via the toggle switch in their Feature page on the Business Portal or through the Services Tab on the Toolbar.
In the Business Portal:

• Navigate to:- Employees (select employee) > Features

 

• Toggle the Automatic Callback switch to the ‘On’ position


OR
• In the Toolbar click Services

 

• Select Automatic Callback in the menu on the left

 

• Select the ‘On’ radio button
• Click Apply

 

Limiting Conditions

Terminating Users are considered busy, or unavailable, if they cannot receive a call at their primary locations. This means that if a terminating feature redirects the call and the new location is busy, ACB is not activated.

ACB is disabled if the call is handled by any of the following terminating services, but is not limited to these service interactions.

• Selective Call Rejection and Selective Call Acceptance

The length of time ACB remains active and the numbers of retry attempts etc. are not configurable, they are controlled by the system.

Automatic Hold/Retrieve

Automatic Hold/Retrieve (AHR) provides users with the ability to automatically hold and retrieve incoming calls without having to use a feature access code or flash key. It is useful for users who manage a large volume of incoming calls as it enables them to hold calls by simply transferring them to dedicated parking stations. A dedicated parking station is a separate user license reserved for holding or retrieving calls.

Function

This service is commonly used by receptionists operating attendant consoles. When a call terminates on the attendant console, the receptionist typically:

• Answers the call, gathers information from the caller, and then transfers the call to a dedicated station with the AHR service enabled.

• Once transferred to the parking station, the call is automatically put on hold and the caller is played Music On Hold while they wait.

• The receptionist then communicates with the person who should handle the call, and provides them with the extension against which the call is held. That person calls the extension and retrieves the call.

If the call is not answered within a specified amount of time, it is recalled to the receptionist’s device.

The parking station with the AHR service assigned should not have any device associated with it due to the calling limitations. For example, calls cannot be made or received and services that put calls on hold cannot be invoked from such a device. The emergency and maintenance calls cannot go through and feature access codes (for example, Music-On-Hold activation, or Call Pickup requests) are blocked. Emergency calls made from a device with the AHR service activated receive a busy signal.

Configuration/Operation
This is not a regular user service and needs to be treated differently. This feature should only be enabled on a dedicated user account, so a Functional User Account or above, dedicated as a parking station. That dedicated user license, as explained above, should have no device associated with it and no other features should be configured. Likewise this number should not be used in conjunction with Group Calling Line ID otherwise any returned call will automatically be placed on hold.

To turn this on please navigate to Features within the Business Portal.

• Select the Configure button next to Automatic Hold/Retrieve which will open up the configuration options against the feature

 

• Click in the small box where it says Turn on Automatic Hold/Retrieve.
• Type in the number of seconds that the call should be held for before being automatically returned to the attendant, the default is 20 seconds.
• Select Save to enable the feature.
• Please note, only one call can be held at a station at any given time.

Basic Call Logs

Description

Basic Call Logs provides users with call logs for received, missed, and placed calls.

Function

The basic call logs are all accessible from the Business Portal, phones and applications. It provides the user with the following:

• Missed calls
• Placed calls
• Received calls

Note that for SIPT users, logs will not contain any internal calls between PBX users that do not pass through the WHC platform.

Configuration/Operation
No configuration is required to use this feature as it is an inherent feature. Operation of the feature is dependent on the device or application being used. The screenshot below shows Basic Call logs being accessed from the Business Portal:

 

The screenshot below is from a Yealink T48G IP Phone and demonstrates the options available on the left-hand side of the screen.

 

The example below is taken from the Toolbar.

 

Busy Lamp Field

Description

The Busy Lamp Field (BLF) feature allows another user to monitor another user’s call state, through Busy Lamp Field LED’s, available on an IP Phone or IP Phone attendant console (sidecar). Users can be subscribed to a list of Users to monitor, and receive notifications of the busy/idle state of the monitored Users.

For a full list of supported IP Phones and devices please refer to the Product Handbook.

Function

The Busy Lamp Field feature supplies the ability to use the "busy lamp" fields on an IP phone or attendant console phone to monitor the busy/idle status, pick up a ringing call and ‘one touch’ transfer a call for a specified set of Users. This feature is particularly useful to operators and receptionists who need to handle and distribute calls on behalf of a group of Users.

BLF is a User level feature that supports the configuration of an ordered list of monitored Users. This list of monitored Users requires a unique identifier in the form of a SIP URI (SIP telephone number) which is automatically configured once BLF is assigned to a user, or if their phone number is changed.

The signalling for the Busy Lamp Field feature is carried via TCP, (not UDP). Please take this in to account when advising your Customers on firewall configuration.

The initial NOTIFY for the subscription contains the full state of all the Users in the order specified in the BLF configuration file. The monitored Users are automatically populated in the configuration file. If the customer requires changes to the monitored User list they can alter the Busy Lamp Field list in the Business Portal by adding or removing members until they appear in the order the customer requires. Rebooting the device may be required to reorder the keys to match the configuration file.

In general the colours of the BLF LED’s are:

• Green = idle status
• Red (Blinking) = ringing (alerting)
• Red = busy
• Orange = configuration error

The BLF User is able to pick up a ringing call and transfer an active call to any monitored User using the monitored User’s BLF key.
• The monitored User does not have to be provisioned on the same site as the BLF User to perform transfers.
• The monitored User MUST be provisioned on the same site as the BLF User to enable the Call Pick Up functionality
• Location Dialling Codes do not need to be configured to enable this functionality. If Location Dialling Codes are configured the Location Dialling Code plus the extension number will display on the destination User’s phone.

Please note, the maximum number of Users that can be provisioned and monitored in the system is limited to 50 in the Busy Lamp Field list, which is less than the available number of keys on a Sidecar. This is a system limitation from the soft switch that cannot be overcome.

Configuration/Operation

The BLF add-on will need to be added to the User from with the Business Zone Ordering portal, or Business Portal Service Settings, before it is available to configure in the Business Portal.

The Group or Company Administrator will also need to customise the User’s device using the Device Management Site Feature. However if you have changed the Device Type at Device management/Device Types to BLF on, this then will have set BLF on for all users of this phone type and the following will not need to be carried out.

VDM Device Types

For devices using a VDM profile, created after 02 March 2018 or upgraded to VDM, then you need to navigate to:

• Sites (select a Site)>Device Management>Devices
• Locate the Users device and click on the hyperlink to take you into the settings page

 

 

• Click on General Settings and then select On from the BLF – Busy Lamp Field radio button.

 

• Click Save at the bottom of the page.

Non VDM Device Types

For devices not using a VDM profile, created before 02 March 2018 and not upgraded to VDM, then you need to navigate to:

• Sites (select a Site) >Device Management>Devices
• Check the BLF checkbox for the device assigned to the Employee that requires the Busy Lamp Field configuration on their device:

 

• Click Save at the bottom of the page.

Please note if the Users Device has not been configured to BLF then this will create an issue whereby when a call is made from user to another, other users in the BLF group will see the call being made on their screen. To correct simply follow the procedure above to set this up correctly.

The User, Group or Company Administrator can then configure the Busy Lamp Field list of monitored User’s through the User’s Features page in the Business Portal. The list should contain the Users whose busy/idle status you want to be able to monitor using a supported IP Phone or attendant console phone. Navigate to:

• Employees (select employee) >Features>Busy Lamp Field

 

• Select the Users that are to have their busy/idle status to be monitored from the Available Users list on top.

 

• Click Add to move them to the Assigned Users table at the bottom.

Please note, Company, Site and User admins will not see the SIP URI field, but a Reseller Administrator will. This should not be changed unless advised by the Customer support team. Where this does need changing please ensure that the number is the Users DDI in E.164 format, i.e. 441234123456@subscription.domain.

The order of Users in the list you create will correspond to the line appearance order on the supported device. In other words, the first User in the list on the Busy Lamp Field page is listed on the first available line appearance for BLF on the device and so on until all the Users appear on a key or all the available line appearance keys are used. You can control this order by using the up/down buttons next to each Assigned User. In addition, if using a Sidecar, an administrator can configure the BLF keys to start on the Sidecar first by refereeing to the Business Portal Company Administrator Guide.

• Click Save.

Please note a reboot of the IP Phone will be required to download the new BLF configuration file which can be carried out on the Business Portal from any of the following areas:

Administrators

• Company>Site>Device Management>Device Types or Devices
• Company>Site>Employee/Devices

Users
• Devices

Once located simply hit the reboot button available to initiate a reboot which will then download the new configuration file.

Limiting Conditions

 

For ‘Call Pick Up’ of a ringing call using the BLF key of the monitored User, the Users need to be configured in a Call Pick Up Group. Call Pick Up is only supported for monitored Users provisioned on the same site as the BLF User.

As the BLF key performs an automatic ‘One Touch’ transfer, if the BLF User needs to perform a Consultative transfer to a monitored User the process is different to the standard Consultative transfer to a user not on the BLF Monitored User list.

For the BLF User to perform a Consultative transfer to a monitored User the process is: -

During an Active Call: -

• Press Hold
• Press the required monitored User’s BLF key
• Wait until the monitored User answers
• Press the ‘Xfer line’ soft key

The Feature Access Code for Call Pick Up, *98, will pick up the longest ringing call of the users configured in the Call Pick Up Group. The FAC for Call Pick Up can be configured in the phone’s directory if a key is available.

Directed Call Pick Up, *33, must be manually dialled to pick up a specific call.

Call Barge –in Exempt

Description

Call Barge-in Exempt is used by Users wanting to stop other users from baring in on an active call.

Function

Block barge-in attempts from other users with Directed Call Pickup with Barge-in.

Configuration/Operation

In the Business Portal, navigate to:

• Employees > Features > Call control > Call Barge In Exempt

 

• Use the slider switch to Enable/Disable the feature.

Call Centres (Agent)

Description

The Call Centres employee feature is for use by users whom have been assigned to a Call Centre queue to set their status in a queue, and log in an out of queues if permitted.

Function

This feature will only appear if the user has been assigned to a Call Centre by an administrator from within the Site features page.

The feature control in the Business Portal will allow an agent to sign in and out of the Call Centre and set their status. Alternatively an agent can do this via the other following means

• IP Phone – if the soft keys have been added by the Site Administrator under Sites>Device Manager>ACD>On)
• Office UC Applications

Configuration/Operation

This section describes how a user/agent can manage their Call Centre status using the Business Portal. Once logged on, Navigate to Employees>Features>Call Control>Call Centres.

 

• Click Configure
• ACD State – select the status from the dropdown from one of the following:

Sign-In

Sign-Out

Available

Unavailable

Wrap-Up

• Join Call Centre – select a queue/s to add or remove yourself. However please note an agent can only choose to add or remove themselves from these queues if the administrator has allowed this option from the Site feature setting.

 

Call Director

Description

Call Director is a fixed-mobile convergence (FMC) solution that allows users to make and receive calls using one number on any device and move calls between devices.

Call Director must also be configured as a Site Level Feature. For guidance please refer to the Site Features Guide.

The Call Director user feature allows the user to define one or more phone number locations e.g. a Mobile Phone (also referred as Call Director locations in this document) that can be used as extensions to the user’s account. These numbers are all alerted for inbound calls, similar to the Simultaneous Ring/Remote Office feature. Call Director supersedes the Simultaneous Ring feature.

There is also the Call Director portal, which is a Site level Feature that:
• Allows users to make calls via the Call Director Portal from any Call Director location and present their business number
• Move calls from their device/locations to any Call Director location

The Call Director portal allows Users to make outbound calls from any phone using their WHC service. Once the passcode and destination digits are collected by the Call Director Portal, the call proceeds as if the call originated from the user’s desk phone.

Call move/handover functionality is provided by a Call Director Call Move feature access code. When dialled from a User’s device the active call is moved to that device. This feature access code can also be dialled via the Call Director Portal to move the call to a Call Director Location.

Call Director User Feature

The Call Director User Feature allows the user to configure Call Director locations. A Call Director location is a phone number in national format e.g. 07123456790. A Call Director location can be enabled or disabled from the Business Portal or by using the Location Control Feature Access Codes. The following attributes are also configurable for each Call Director location:

• Require Answer confirmation – This attribute determines whether the user is prompted for answer confirmation when a call leg is extended to the Call Director location and is answered by the user.
• In addition to these options, the user can configure Call Director locations to be alerted for Click-to-Dial calls. The Alert all locations for Click-to-Dial call attribute applies to all configured Call Director locations.

The Call Director User Feature is available to configure in the Business Portal under:
• Employees > Feature Settings > Call Director

A new Call Director Number / Location can be added by clicking the ‘Add’ button.

Multiple Call Director Numbers can be added and configured separately. All Call Director Numbers are alerted simultaneously, when enabled, for inbound calls. Call Director Numbers can use the Call Director Portal to make calls and use the Call Director Call Move Feature and Feature Access Codes.

 

 

 

Enter the Call Director Phone Number (Location) in national format and optionally enter a Description for the Number/Location, then optionally select ‘Require Answer Confirmation’.

• Click ‘Save’ or ‘Save & Add More Details’ to add this Number/Location to the Call Director Service.

To add subsequent Call Director Numbers click the ‘Add’ button and follow the above steps. Once a Call Director Number is added Selective Criteria or ‘Rules’ can be added to the Number to specify when the Call Director Number should be active and the Number alerted for inbound calls.

Call Director Numbers can be modified e.g. Enabled/Disabled, Answer Confirmation Enabled/Disabled as required. Disabled Call Director Numbers are not alerted for inbound calls, Click-to-Dial originations etc. Call Director Numbers can be deleted by selecting the Number and clicking the Delete button. Once a Number has been added to the Call Director User Feature, other Users will be forbidden from using the same number.

For SIPT users this feature will not work for internal inbound calls between PBX users that do not pass through the WHC platform.

Configuration/Operation

Call Director Inbound

Inbound calls are forked to the user’s Call Director locations. The user may have multiple Call Director locations configured. Each Call Director location is configured individually with optional selective criteria that determine whether a Call Director location can be alerted for a given call termination.

Each Call Director location can also be enabled or disabled for call terminations in the Business Portal or by using the Location Control Activation or Deactivation (default *12 and *13 respectively) Feature Access Codes.
Enabled Call Director locations are alerted in parallel to the user’s primary location and the alternate locations configured via the Shared Call Appearance feature. To alert a Call Director location, the platform uses the Call Director phone number configured for the location.

If the user answers from a Call Director location that has the Answer Confirmation Required attribute enabled, then the platform connects the Call Director location to an Interactive Voice Response (IVR) session and prompts for confirmation. This capability of requiring answer confirmation is introduced in Release SDAB of the Service Delivery Platform in the context of the Simultaneous Ringing and Sequential Ring services. This capability is extended to Call Director locations through a configuration option of the Call Director user feature. The behaviour of this capability is the same as it is for the other forking services. If the user confirms by dialling a key, then the Call Director location is connected to the calling party; otherwise the Call Director location is released. Note that the Answer Confirmation Required attribute may be configured for more than one Call Director location. In this case, the first Call Director location to confirm on answer always gets connected, while the other locations are released.

Call Director Outbound

The user originates a call from a Call Director location through a Call Director Portal or using a call client (that is, Click-to-Dial). Click-to-Dial originations are processed in a similar way as call terminations (Call Director Inbound) and are described in the above section.

This section describes the behaviour when the user originates calls from the Call Director location by dialling through a Call Director Portal.

The user dials into the Call Director Portal, which is primarily responsible for collecting the destination digits. Once the User’s passcode (same as Voice Mail PIN) have been entered and the destination digits are collected, the Call Director portal resumes the call origination through a redirection mechanism, as described in the sub-section that follows. The call origination is resumed as if the call was originated from the user’s desk.

The process is as follows:
• The user calls the Call Director portal from the Call Director location.
• The Call Director portal handles the incoming call and attempts to identify the user from the calling number
• The calling number is then used to look up a Call Director location.
• If the calling number is not available, then the calling party is prompted for the calling number.
• If the Call Director portal prompts for the calling number, then the entered digits are resolved and a Call Director location is looked up from that number.
• The Call Director portal validates the scope of the calling number.
 If the Call Director portal scope is set to “enterprise”, then the user identified by the calling number must be in the same Customer as the Call Director Portal.
 If the Call Director portal scope is set to “group”, then the user identified by the calling number must be in the same Site as the Call Director portal.
• Once the user is identified from the calling number, then Call Director Portal prompts for a passcode and prompts for a destination address.
• The user enters the same passcode used for the voice portal (Voice Mail) and the Call Director Portal. The passcode is configurable from the Business Portal via Service Settings >Service Passwords, or from a Voice Portal menu. If the entered password is invalid, locked, or expired, then the call is released and an appropriate message is played to the caller. If the user enters an invalid calling address or an invalid password, then the user is allowed to retry twice.
• The Call Director Portal prompts for destination digits. If the user fails to enter the destination digits prior to the digit-collection timeout, then the call origination proceeds with no destination digits, and the caller eventually hears the dial tone timeout treatment.
• Once the user is identified and the destination digits are collected, the call to the destination party is connected.

If the user is already active on a call from a different location and attempts to originate a call from a Call Director location, then the call origination is rejected unless the destination number is for the Call Director Call Move FAC. In the latter case, the Call Director Call Move FAC is handled as described in the section Call Director Call Move and Location Control below.

Click-to-Dial Calls

Call Director locations are alerted for Click-to-Dial originations if the Alert All Locations for Click-to-Dial Call attribute is set. A call leg is created for each Call Director location similar to an inbound call termination, and Auto-Answer is disabled for the call leg to the primary location. Auto-Answer is a function that allows a Click-to-Dial origination to proceed from the primary location without ringing the phone.
The Call Director location’s optional time-based selective criteria are considered for Click-to-Dial originations. In addition, if the Call Director location is disabled, then that Call Director location is not alerted. The Request Answer Confirmation attribute operates in the same way as an inbound call termination to the Call Director location.

Call Director Call Move and Location Control

Call Director Call Move is performed by dialling the Call Director Call Move Feature Access Code (FAC). The default FAC is *11.

The Call Move FAC can be dialled from a User’s Primary or Shared Call Appearance device to move the call to the device. The User can also dial the FAC through the Call Director Portal to move the call to a Call Director Location.

An example of each scenario is shown below

Moving a call from a Call Director Location to a User’s Primary or SCA Device

User A is on a call with Party B using a Call Director Location and the call was made via the Call Director Portal.

 

 

 

Moving a call from a User’s Primary or SCA Device to a Call Director Location
User A is on a call with Party B using their primary or shared call appearance device.

 

 

Location Activation

If the user dials the Location Activation FAC via the Call Director Portal, then the Call Director location is activated for inbound call terminations and an activation message is played to the user. From that point, the user may hang up or wait to be disconnected.

Location Deactivation

If the user dials the Location Deactivation FAC via the Call Director Portal, then the Call Director location is deactivated for inbound call terminations and a deactivation message is played to the user. From that point, the user may hang up or wait to be disconnected.

Example Uses

Outbound Calling through Call Director Portal

The user has a mobile phone configured as a Call Director location. The user dials in to the Call Director portal from the mobile phone. The Call Director portal recognizes the calling number and identifies the user. The Call Director portal prompts the user for a passcode and destination digits. The user enters the passcode and the destination digits.

The call origination is resumed using the destination digits collected by the Call Director Portal. The called party receives and answers the incoming call. The user is connected to the called party.

Inbound Call

The user has a mobile phone configured as a Call Director location and receives a call. The user’s desk phone and mobile phone start ringing. The user answers from the mobile phone and gets connected to the calling party.

Inbound Call with Answer Confirmation

The user has a mobile phone configured as a Call Director location and the mobile phone is turned off. The user receives a call and the desk phone start ringing. The incoming call is extended to the user’s mobile phone and is connected to a treatment provided by the user’s mobile phone provider. There is a prompt for confirmation, which never occurs because the call is connected to treatment. The call leg to the mobile phone is released and the incoming call is eventually answered from the user’s desk phone.

Click-to-Dial Outbound Call

The user has a mobile phone configured as a Call Director location and uses a call client (e.g. Toolbar) to originate a call. The option to alert Call Director locations for Click-to-

Dial is enabled so the user’s desk phone and the mobile phone both start ringing. The user answers from the mobile phone and the call origination proceeds to the called party. The user hears ring back until the called party answers, at which point the user is connected to the called party.

Call Move

The user has a mobile phone configured as a Call Director location and is already active on a call from the desk phone. The user dials in to the Call Director Portal from the mobile phone and dials the Call Director Call Move FAC. The user is connected to the remote party on the mobile phone, and the desk phone is released.

Location Control

The user has a mobile phone configured as a Call Director location and wishes to disable the location temporarily. The user dials in to the Call Director portal from the mobile phone, and dials the Location Control Deactivation FAC. The user hears confirmation that the location is disabled and hangs up.

Incoming calls to the user are presented to the user’s desk phone, but not the mobile phone.

Later, the user wants to re-enable the Call Director location. The user dials in to the Call Director portal from the mobile phone and dials the Location Control Activation FAC. The user hears confirmation that the location is enabled and hangs up.

Incoming calls to the user are now presented to the user’s desk phone and mobile phone.

Feature Interaction

This section provides details regarding specific feature/service interactions. Note that when the user originates a call through the Call Director portal, the user’s originating services are executed as if the call had been dialled from one of the user’s primary or shared call appearance location.

Shared Call Appearance

If the user attempts to originate a call from a primary or shared call appearance location while already active on a call from/to a Call Director location, then the call origination is rejected.

The user’s primary and shared call appearance locations are alerted in parallel to the user’s Call Director locations. When a user answers the incoming call from any location, then the other locations are simply released.

Other Feature Interactions

 

 

 

Call Forward Always

Description

Call Forwarding Always (CFA) feature provides the capability to automatically redirect all incoming calls intended for a User, to another phone destination.

Function

If you enable the Call Forwarding Always option, all incoming calls will be redirected to the phone number you specify, regardless of the settings you have for Busy and No Answer. When the feature is active an optional ring reminder can be applied to the User’s device each time a call is forwarded.

WHC supports multi-path forwarding for all types of call forwarding. There are no restrictions on the number of simultaneous forwarded calls.

The Outgoing Calling Plan service allows a Group or Company Administrator to impose restrictions at a Site level that are specific to calls forwarded from a User. This may help to minimize a fraud exposure that may result from uncontrolled forwarding of calls.

Note, if you make changes in the Business Portal to any of these features, the change will only be reflected in the Toolbar Services when you log in. So if you are already logged in on Toolbar, you will have to log out and log in again to see changes made in the Business Portal.

For SIPT users this feature will not work for internal calls between PBX users that do not pass through the WHC platform.

Configuration/Operation

A User can set Call Forwarding Always through their Features on the Business Portal or through the Toolbar. The optional Ring Reminder when a call is forwarded can be set through both of these options. This feature can also be set through the Voice Portal, CommPilot Menu, if the User has access. Feature Access Codes can also be used to activate and deactivate this feature.

To configure Call Forwarding Always through the Business Portal, navigate to:

• Employees (select employee) > Features > Call Forwarding
• Select the ‘Always forward calls’ box to turn on the Call Forwarding Always feature

 

• Select the ‘Play ring reminder when a call is forwarded’ box if you want to be alerted when a call is forwarded.
• Enter a valid phone number or SIP URI that you wish to forward all calls to in the ‘forward to number/SIP URI’ box. If the number or SIP URI you enter is not valid the caller will receive number unattainable tone or a network announcement.
• Click Save

OR
• To activate or deactivate the Call Forwarding Always feature through the Toolbar, click on the Call Forwarding Always icon.

 

• If a Call Forwarding Always destination has been previously configured by the User, all calls will be automatically forwarded to that destination.
• If no destination has been previously configured, the Call Forwarding Always configuration box will appear.
• Select Services on the Toolbar
• Select Call Forwarding Always
• Select the ‘On’ radio button
• Enter a valid phone number or SIP URI in the ‘Call Forward to’ box.
• Select the ‘Play Ring Reminder when a call is forwarded’ box if required.
• Click Apply

 


OR
• To activate or deactivate the Call Forwarding Always feature through the Voice Portal, dial into the Voice Portal once you have entered your secure credentials,
• Push 3 to change Call Forward Always profile:
Push 1 to activate

Push 2 to deactivate

Push 3 to check status

Limiting Conditions

It is possible for the Call Forwarding Always (CFA) feature to create a loop. For example, consider the case that arises when User A has the CFA service activated and configured to forward all calls to User B, and User B forwards all calls to User A. In this case, if the two Users are in the same Site, the system detects the loop and overrides the CFA service, resulting in User B establishing a normal call connection to User A. If the two Users are not in the same Site, the system redirects the call to User A, terminating with a re-order tone, (or being accepted by Subscriber A’s voice mail).

Call Forwarding Always to Voicemail does not override Call Forwarding Always.


Call Forward Busy

Description

This feature enables a User to redirect incoming calls to another phone destination when the User is busy.

Function

Call Forwarding Busy feature forwards calls to a specified phone destination when the User is busy. A User is considered busy when there are too many active calls or a feature makes the User appear busy to the caller.

Features that will make a User appear busy to a caller include, but are not limited to, Do Not Disturb or Selective Call Rejection.

For SIPT users this feature will not work for internal calls between PBX users that do not pass through the WHC platform. Refer to PBX configuration guide for details of support on specific devices.

Configuration/Operation

A User can set Call Forwarding Busy through their Features on the Business Portal or through the Toolbar. This service can also be set through the Voice Portal, CommPilot Menu, if the User has access. Feature Access Codes can also be used to activate and deactivate this service.

To configure Call Forwarding Busy through the Business Portal, navigate to:
• Employees (select employee) > Features > Call Forwarding
• Select the ‘Forward calls when line is busy’ box to turn on the Call Forwarding Busy feature

 

• Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is busy in the ‘forward to number/SIP URI’ box. If the number or SIP URI you enter is not valid the caller will receive number unattainable tone or a network announcement.
• Click Save

• OR

Activate or deactivate the Call Forwarding Busy feature through the Toolbar:

• Select Services from the Toolbar
• Select Call Forwarding Busy
• Select the ‘On’ radio button
• Enter a valid phone number or SIP URI in the ‘Call Forward to’ box.
• Click Apply

 

When a Call Forwarding Busy destination has been previously configured by the User, all calls when the line is busy will be automatically forwarded to that destination.


Call Forward No Answer

Description

This feature enables a User to redirect incoming calls to another phone destination when the User does not answer within a specified number of rings.

Function

Call Forwarding No-Answer forwards calls to a specified forwarding phone number when a User does not answer an incoming call for a specified number of rings.

For SIPT users the PBX should not have divert on RTNR (ring tone no reply) set and the number of rings configured on the WHC platform should be less than on the PBX. Note that this feature will not work for internal calls between PBX users that do not pass through the WHC platform.

Configuration/Operation

A User can set Call Forwarding No Answer through their Features on the Business Portal or through the Toolbar. The specified number of rings for the User before Call Forwarding No Answer forwards the call to the specified destination can be set though the Business Portal and Toolbar. This feature can also be set through the Voice Portal, CommPilot Menu, if the User has access. Feature Access Codes can also be used to activate and deactivate this feature.

To configure Call Forwarding No Answer through the Business Portal, navigate to:

• Employees (select employee) > Features > Call Forwarding
• Select the ‘Forward calls when there is no answer’ box to turn on the Call Forwarding No Answer feature

 

• Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is not answered in the ‘Forward to number/SIP URI’ box. If the number or SIP URI you enter is not valid the caller will receive number unattainable tone or a network announcement.
• Select the number of rings required before the call is forwarded from the dropdown box. The default value is 3 rings.
• Click Save
OR

To activate or deactivate Call Forwarding No Answer feature through the Toolbar Services, click on the Call Forwarding No Answer icon.
• Select Services from the Toolbar
• Select Call Forwarding No Answer
• Select the ‘On’ radio button
• Enter a valid phone number or SIP URI in the ‘Call Forward to’ box.
• Select the radio button for the number of rings required before the call is forwarded
• Click Apply

 

If a Call Forwarding No Answer destination has been previously configured by the User, all calls when the line is not answered will be automatically forwarded to that destination.

Call Forward Not Reachable
Description
This feature enables a User to redirect incoming calls to another phone destination when the Uses device fails to respond to an incoming call request or is not registered with the service.
Function
Call Forward Not Reachable forwards calls to a specified forwarding phone number when the Users device fails to respond to an incoming call request.
For SIPT users, inbound calls will divert when the trunk or PBX is down. Note that the feature will not work for internal calls between PBX users that do not pass through the WHC platform.
Configuration/Operation
A User can set Call Forward Not Reachable through their Features on the Business. To configure Call Forward Not Reachable through the Business Portal, navigate to:
• Employees (select employee) > Features > Call Forwarding
• Select the ‘Forward calls when there is no answer’ box to turn on the Call Forwarding Not Reachable feature
• Enter a valid phone number or SIP URI that you wish to forward all calls to when the line is not answered in the ‘Forward to number/SIP URI’ box. If the number or SIP URI you enter is not valid the caller will receive number unattainable tone or a network announcement.
• Click Save

Call Forwarding Selective

Description

This feature enables a User to define criteria that causes certain incoming calls to be redirected to User-specified destinations.

Call Forwarding Selective provides the capability to forward calls intended for a User to another destination, when the incoming call matches pre-specified criteria. Normal call handling is applied to all calls that do not match any of the criteria you define.

For example, if you want to make sure that you always receive calls from important clients, you can set up a rule that automatically forwards their calls to your mobile phone after work hours and on weekends.

Function

You use the Call Forwarding Selective feature to define rules for forwarding incoming calls.

Each rule can include pre-specified criteria relating to:
• Selected Time Schedule that includes a time range
• Selected Holiday Schedule that includes a date range
• Whether the calling line ID is PRIVATE or UNAVAILABLE
• A list of up to 12 phone numbers or digit patterns (for example, 514*). Phone numbers are matched against the sending number received in the INVITE. This service may require the user to provide complete 10- digit numbers to match those included in the INVITE.
• If you do not specify individual phone numbers or digit patterns, the rule applies to all telephone numbers.

The criteria can be combined within base rules (for example, incoming call from this number and within business hours). Multiple base rules can be defined and the call is forwarded when at least one of the base rules is met.

The User can associate a different destination with each base rule, or use the same destination for all base rules.

You can create, edit, enable, or disable call forwarding rules as required. Incoming calls are forwarded whenever they match the criteria defined in any currently enabled rule.

Configuration/Operation

Individual Holiday and/or Time Schedules may need to be created by the User and this can be done in the Business Portal.

The Call Forwarding Selective criteria and base rules can be set through the Business Portal by the User on their Features page.

In the Business Portal, navigate to Employees (select employee) > Features > Call Forwarding Selective.

• Please do not tick the Turn On Call Forwarding Selective box as this cannot be done until the end of the journey, once you have added the number, set a rule and saved.
• Enter a valid phone number in the Default Forward To Number/SIP URI box.
o This is the phone number or SIP URI to which you want calls to be forwarded by default when they match the criteria you define in your Call Forwarding Selective rules.
o When you define a rule, you can choose to use this default number or to specify a number that applies only to that rule.
• Select the Play a short ring when a call is forwarded check box if you want your telephone to play a brief tone (or ring splash) each time an incoming call is forwarded by the Call Forwarding Selective feature.

 

• Click Save
• Click +Add

• Enter a short description of no more than 50 characters in to the Rule Description box.

 

• Specify where you want calls to be forwarded if they match the criteria you define for the rule.
Select the Use Default Forward to Number/SIP URI option to set the forwarding destination as the one set as the default.
If you want calls to be forwarded to a different destination number, select the Use this phone number/SIP URI instead option and type the number in the field provided.
• Use the Time Schedule list to specify when the rule should be applied from the ones available in the dropdown box. The default Time Schedule is Every Day All Day. If your Group or Company Administrator has defined other Time Schedules for the Site, you will see them in this list.
• Use the Holiday Schedule list to specify when the rule should be applied from the ones available in the dropdown box. The default Holiday Schedule is None.
• Please note, where you combine a Holiday Schedule and a Time Schedule, CFS will only apply on the times set against the days defined in the Holiday Schedule. If you want the time schedule to apply on days not defined in the holiday, you will need to create a new rule which covers the ‘In Office’ days.
• Click Save and Add more Details
• The Call Forwarding Selective page refreshes and displays the Phone Numbers section.
• Select the radio button to configure Call Forwarding Selective to forward calls from:-
All phone numbers
Only these phone numbers

 

• :If you select the Only these phone numbers option as part of your Call Forwarding Selective rule, only specific phone numbers will be forwarded. If the incoming call does not match any of the criteria, normal call handling applies. In addition to the Time Schedule you have already selected, the possible criteria include
Private Numbers - If you select this check box, the criteria includes phone numbers whose calling line ID is PRIVATE. Any phone number with a PRIVATE calling line ID is forwarded.
Unknown Numbers - If you select this check box, the criteria includes phone numbers whose calling line ID is UNAVAILABLE. Any phone number with an UNAVAILABLE calling line ID is forwarded.
• Specific Numbers
You can enter up to 12 individual phone numbers or digit patterns (for example, 514*) for each rule. Any phone number that you enter into the list is forwarded.

• To add a specific number and/or digit string to the rule enter it into the Add Phone Number box and click Save.
You can specify telephone numbers that match a specific pattern or that contain a specific digit string. Use the asterisk (*) and question mark (?) characters as wildcards.
Use an asterisk (*) to replace digits at the end of any digit string. If you want to forward all calls that begin with the digit string 514, you can enter 514* in the Add Phone Number field.

Use a question mark (?) to replace any single digit at any place in a phone number digit string. If you want to forward calls from the phone number 5551111 in several area codes, you can enter???5551111 in the Add Phone 

• The numbers and/or digit strings will be displayed in the Phone Number list.

• Click Save to save the Rule.
• To enable a Rule, toggle the switch next to the relevant Rule description to the On position.
• Finally, turn on the feature by ticking the Turn On Call Forwarding Selective checkbox.

• Click Save

 

Call Hold

Description

Call Hold enables a user to place an existing call on hold for a period of time, and then retrieve the call to resume conversation. While the calling party is held, the user can choose to make a consultation call to another party or invoke one of the other options listed below.

Function

When using Call Hold the user has several options whilst the call is on Hold.

Configuration/Operation

Calls can be placed on Hold in a variety of different ways, and does depend on the device being used. The example screenshot below shows the Hold key that appears on a Polycom VVX 300. Almost all devices operate in the same fashion and will highlight a soft key during a call.

Simply push the corresponding key next to the Hold button and the call will be placed on Hold. When using a soft client, the behaviour is similar in that a Hold key will be showing during a call.
The following example screen shot demonstrates what the user will see when they place a call on hold using the Polycom VVX 300.

 

Once a call is placed on Hold, the following options are available:

• Resume - User takes caller off Hold and continues conversation.
• Transfer - transfer the other caller, please see the Transfer Feature
• New Call – The user can make another call out then return to the held call.
• End Call – The user can terminate the call, (Note the end caller will then receive NU tone if they have not replaced their handset).
• Call Park – Park a call, please see the Call Park Feature
• Conference – Add another person to the call to create a 3 way call, please see 3 Way Calling Feature

Call Notify

Description

This service enables a User to define criteria and specify rules that cause certain incoming calls to trigger an email notification to a User-specified address.

Function

If an incoming call meets the criteria set by one or more of these rules, an e-mail that specifies details relating to the incoming call are sent to a specific address.

This feature only applies to incoming calls. The criteria include:
• Selected time schedule, for example, “Every Day All Day”
• Whether the calling line ID is PRIVATE or UNAVAILABLE
• A list of up to 12 phone numbers or digit patterns (for example, 514*)

The criteria can be combined within base rules (for example, incoming call from this number AND within business hours AND during work week). An unlimited number of base rules can be defined, but each rule can apply to a maximum of 12 telephone numbers.

An email notification is sent when at least one of the base rules is met.

Configuration/Operation

The Call Notify criteria and base rules can be configured through the Business Portal by the User on their Features page.

Individual Time Schedules may need to be created by the User and this can be done in the Business Portal on their Features page, if the User has access to the Feature. Refer to the Time Schedule feature for instructions on how to configure the Time Schedule.

In the Business Portal:

In the Business Portal, navigate to:
• Employees (select Employee) > Features > Call Notify
• Enter the required email address in the ‘Send to this Email’ box

• Click ‘Save’ and navigate back to the Call Notify feature.
• Click ‘Add’

• Enter a name for the rule in the ‘Description’ box
• Select the required Time Schedule from those available in the dropdown box

• Click ‘Save and Add More Details’

 

• Select the radio button to configure Call Notify to forward notification from:-

All phone numbers
Only these phone numbers
• If you select the "Only these phone numbers" option as part of your Call Notify rule, only specific phone numbers will forward notification. If the incoming call does not match any of the criteria, normal call handling applies.
• In addition to the Time Schedule you have already selected, the possible criteria include:
• Private Numbers
If you select this check box, the criteria includes phone numbers whose calling line ID is PRIVATE. Any phone number with a PRIVATE calling line ID is forwarded.
• Unknown Numbers
If you select this check box, the criteria includes phone numbers whose calling line ID is UNAVAILABLE. Any phone number with an UNAVAILABLE calling line ID is forwarded.
• Specific Numbers
You can enter up to 12 individual phone numbers or digit patterns (for example, 514*) for each rule. Any phone number that you enter into the list is forwarded.
• To add a specific number and/or digit string to the rule enter it into the ‘Add Phone Number’ box and click ‘+’.

 

• You can specify telephone numbers that match a specific pattern or that contain a specific digit string.
• Use the asterisk (*) and question mark (?) characters as wildcards.
• Use an asterisk (*) to replace digits at the end of any digit string. If you want to forward all calls that begin with the digit string 514, you can enter 514* in the Add Phone Number field.
• Use a question mark (?) to replace any single digit at any place in a phone number digit string. If you want to forward calls from the phone number 5551111 in several area codes, you can enter???5551111 in the Add Phone Number field.
• The numbers and/or digit strings will be displayed in the Phone Number list.

 

• Click Save to save and complete the Rule.
• To enable a Rule, toggle the switch next to the relevant Rule description to the ‘On’ position.

 

• Click Save

Call Park

Description

The Call Park feature allows a User to suspend, or ‘park’, a call for an extended period of time.

Call Park is configured and controlled by administrators at site level. A User can only invoke what has been configured by the administrator. Please refer to the Site Features Guide for a full description.

Function

Whilst a call is parked, the User can freely make and receive other calls and invoke other features without limitation. When ready, the User can retrieve the parked call from any extension.

Configuration/Operation

The feature is controlled by use of site level Feature Access Codes. By default, these codes are as follows:
• *68 Call Park - Place the call on hold, enter *68 and then click dial
• *88 Call Park Retrieve

Call Pickup Groups

Description

The Call Pickup feature allows users to answer any ringing call within their Call-Pickup Group. A Call-Pickup Group is set up by the Group or Company Administrator. This group is defined as a subset of the Users in the Site that can pick up each other’s calls. Each Site can have multiple Call-Pickup Groups but any User can only be a member of a single Call Pick-Up Group.

Call Pick Up Group is a site level feature Please refer to the Site Features Guide for a full description.

Function

Call Pickup will allow users to answers other people’s calls when they are busy or unavailable.

Configuration/Operation

The feature is controlled by use of site level Feature Access Codes. By default, the code is as follows

• *98 Call Pickup

This feature will pick-up the longest ringing call if there is more than 1 call. If a User wants to pick up a specific users phone that is ringing then they will need to use the Directed Call Pickup feature.

Call Policies

Description

The Call Policies feature allows users to decide whether they want people calling them, from the WHC platform, to see when they are forwarding the call to another destination. Calls made to the User from outside of the platform, off-net, will not be able to benefit from this functionality,

This feature is only available for on-net calls and all Users need to be on the same publication, i.e. all users have this feature listed against them.

Function

Call policies are split into two sub settings:
• Connected Line Identification Privacy on Redirected Calls – allows the display/restriction on the caller’s device, of the number to where the call has been redirected to, where receiving caller is using call forwarding functions, including features like Simultaneous Ring. Only available on calls initiated on-net.

Configuration/Operation

This feature is available to configure in the Business Portal by navigating to:
• Employees > Features > Call Control> Call Policies


To configure Connected Line Identification Privacy on Redirected Calls, select from the following:

• No Privacy – Forwarded calls will be displayed to any on-net caller by way of showing the number on the users IP phone display. This is the default setting. Prior to March 12 2017 this was the default setting. Therefore any users built before this will need to change this setting if this is not the desired behaviour.
• Privacy for External Calls – Forwarded calls from on-net callers, not within the Company, will not be displayed to any on-net caller. Forwarded calls where the caller is from the Company will show the caller the forwarded destination,

• Privacy for All Calls – This is the default setting and will ensure forwarded calls will not be displayed to any on-net caller.

Connected Line Identification Privacy on Redirected Calls Scenario:
• Initial Setup:
• User A from Company 1 makes a call to User B from Company 2. Both users are on the platform but reside in different Company’s under different resellers.
• User B has Call Forward Always set to send the call to their personal mobile

Requirement:
• User B does not want User A knowing they have forwarded the call, once they answer, nor do they want User A to be able to see and save their mobile phone number.

Configuration
• User B configures Connected Line Identification Privacy on Redirected Calls to ‘Privacy for All Calls’

Alternative
• If User B want to let users in their own Company know then they can change the setting to ‘Privacy for External Calls’.

Call Return

Description

This feature enables a User to call the last party that called. To call back the last party that called, the User dials a recall Feature Access Code. The system stores the number of the last party that called and attempts to connect the User to that party.

Function
Call Return allows the User to call the last party that called by dialling the required Feature Access Code on the User’s device.

Call Return can be used for calling back answered and unanswered calls, as long as the calling number is available. If the calling number is available, the last calling party is called as if the User dialled this number manually. If the calling number is not available, the User is played an error announcement. A call originated with Call Return is subject to all User features and restrictions.

Configuration/Operation

The feature is controlled by use of site level Feature Access Codes. By default the code is as follows

• *69 Call

Limiting Conditions

Note however, that when a User tries to use Call Return on a call with the incoming caller ID blocked, the User is played an error announcement. If the calling number is not available, the User will be played an error announcement.

Call Transfer

Description

This feature enables a User to transfer a call to another number using a number of different methods and is able to have failed transfers returned to the originating party.

Function

Call transfer is used to allow callers to transfer calls between parties and advanced functionality is available to key user types to ensure transferred calls are handled and not redirected to other parties. The advanced functionality within this feature is useful to support users using the Call Centre or Receptionist applications.

Configuration/Operation
To configure what happens with a transfer called, locate the Call Transfer feature in the Business Portal and select Configure:

The options available to configure within this feature are displayed below:

• Call Transfer Recall – enable if you are expecting to use the license with a Reception Client, or similar service and want transferred calls to be handled differently, i.e. answered by a person. In this scenario if you transfer a call and it is not answered then it will be recalled to the originating transferee.
o Number of rings before recall – select how many rings the caller will hear before the call is returned to the originating party who transferred the call.
o User Diversion Inhibitor for Blind Transfer – selecting on will mean calls Blind Transferred to a User with Call Forwarding (CFx) or Voicemail (VM) enabled will not be diverted, instead the call will be recalled back to the originating transferee. Selecting Off will mean calls Blind Transferred to a User with with CFx or VM enabled will be diverted and not recalled.

User Diversion Inhibitor for Consultative Calls – selecting on will mean calls transferred in this way to a User with Call Forwarding (CFx) or Voicemail (VM) enabled will not be diverted, instead the call will be recalled back to the originating transferee. Selecting Off will mean calls transfered in this way to a User with with CFx or VM enabled will be diverted and not recalled.

• Enable Busy Camp On – if you was wishing to use the Busy Camp function in the Call Centre or Receptionist application to camp callees on this user when Busy, then this will need to be set by selecting how many seconds you will allow a caller to be camped/park on a caller who is currently busy. Once this expires the caller will be returned to the original caller.

To transfer a call using an IP phone, a User simply needs to:
• Select the Transfer softkey on their device, which will only appear when a call is in progress.

• Select from the available softkey whether this will be a Blind Transfer or a Consultative Transfer:
o A blind transfer will immediately transfer the call and hang-up on the Users device.
o A consultative transfer (default) will allow the transferring party to consult with the end party, in private, and if the end party is happy to receive the call, the user selects the Transfer button on their device.

Please note the default setting is to transfer calls using Consultative Transfer, unless the administrator has changed this.
To transfer using an application, please refer to the relevant Userguide.

Call Waiting

Description

This feature enables a User to answer another incoming call while already engaged in a call.

Function

When an incoming call is received while a User is already engaged on an active call, the User is informed of the new call by a Call Waiting tone. To answer the waiting call, the User places the first caller on hold, (how this is done will depend on the device being used), and answers the new incoming call and will be connected to the new caller. The User can toggle between the two parties. How the User switches between the active call and the call on hold will depend on the device being used

If the User hangs up on the active call the call on hold or waiting will ring the User. When the User answers this call, the User is reconnected to the held or waiting caller.

For SIPT users, this feature enables a second call to be delivered to the PBX that may for example be handled by PBX call waiting function or picked up by the PBX internal voicemail. Feature access code control of this feature will not work for SIPT users as they will not be passed through to the WHC platform by the PBX.

Configuration/Operation

Call waiting can be Activated and Deactivated through the Business Portal on the User’s Features Page or The Services Tab on the Toolbar. Feature Access Codes may also be used.

To Activate Call Waiting through the Business Portal, navigate to:

• Employees (select Employee) > Features
• Toggle the Call Waiting switch to the ‘On’ position
• Toggle the Call Waiting switch to the ‘Off’ position and when the user is on a call any incoming calls will receive the user’s busy treatment.
Caller will Here Busy Tone
Caller will follow ‘Call Forward Busy’ if configured
Caller will be forwarded to the users Voicemail box (if configured)

OR
• To Activate Call Waiting through the Toolbar, click on ‘Services’.

• Select Call Waiting from the Menu on the left.

 

• Select the ‘On’ radio button on the right.
• Click Apply

Cancel Call Waiting Per Call

To cancel Call Waiting per Call, the User dials the required Feature Access Code. The system plays a confirmation announcement then secondary dial tone. The User then dials the destination number. For the duration of the call, the User is not presented with any waiting calls.

Call Waiting is automatically re-activated when the call ends.

The User can also cancel Call Waiting for active calls in progress. The User can flash the switch hook or park/hold the call, depending on the device, while a call is in progress. Once the caller is on hold the User dials the required Feature Access Code. The system then responds with a confirmation announcement, followed by a dial tone. The User can then resume the call from the held state, and no other waiting calls are presented for the duration of that active call.
Please refer to the Configurable Feature Access Codes table in the Site Features Guide.

Calling Line ID Blocking

Description

This feature enables a User to block delivery of his/her identity on all outgoing calls to a called party outside of the Site. There are 2 types of blocking, ‘Persistently’ block or block on a per call basis.

Function

Calling Line ID Blocking is used to block or allow the delivery of a User’s identity (both name and number), on an outgoing call to the called party.

When active, calls made by the User to parties outside of the Company have the presentation of their identity, both name and number blocked. The blocking is achieved by setting the presentation indicator associated with the calling party number to “private”, which prevents the User’s identity from being revealed to the called party’s device.

The use of Calling Line Identity Blocking Persistent will block the User’s Calling Line Identity for all outgoing calls outside of the Site.

For SIPT users, who want to send the CLI on certain calls Star/Hash control codes may be interpreted by the PBX and not reach the WHC platform. The feature is dependent on the PBX being used and whether or not it can be configured to support the feature. Blocking is typically done from the PBX.

Configuration/Function

Calling Line ID Blocking Persistent can be activated or deactivated via the toggle switch on the User’s Features page of the Business Portal or the Services Tab on the Toolbar.

To Activate Calling Line ID Blocking Persistent through the Business Portal, navigate to:

• Employees (select Employee) > Features
• Toggle the Calling Line ID Blocking switch to the ‘On’ position

OR
• To activate Calling Line ID Blocking Persistent from the Business Toolbar, click ‘Services’.

 

• Select Calling Line ID Delivery Blocking from the menu on the left.

 

• Select the ‘On’ radio button on the right
• Click Apply

Calling Line ID Blocking Per Call

This feature overrides the persistent presentation of the active Calling Line ID (CLID) so Users can block the delivery of their identities for the next outgoing call only. At the end of the call, the presentation of the User’s identity is restored to its persistent active status.

The Users can block the delivery of their identities for the next call by dialling the Feature Access Code from their devices before making the call. This results in a confirmation tone followed by a dial tone. The Users can then make the outgoing call as usual and their identities are blocked.

Please refer to the Configurable Feature Access Code table in the Site Features Guide.

Limiting Conditions

A User’s calling Line Identity cannot be blocked for calls to other User’s within the Site.
When the Calling Line Identity is blocked, calls may be refused by the other party if they have features similar to ‘Anonymous Caller Rejection’ activated.

Calling Line ID Delivery-External Calling Line ID Delivery

Description

Allows the user to view the incoming Caller ID information for a call coming from outside the customer’s organisation.

Function

To control whether the user is presented with the Calling Line Information, Number and Name, where available, for incoming calls that have originated outside the customer’s organisation.
For SIPT users this can be used for inbound calls delivered from the PSTN although the PBX could override it. The feature is dependent on the PBX being used and whether or not it can be configured to support the feature.

Configuration/Function
In the Business Portal, navigate to:
• Employees > Features > Call Control
• Scroll down to External Calling Line ID Delivery

 

 

 

• Move the Slider Switch to toggle the setting On or Off.

Calling Line ID Delivery –Internal Calling Line ID Delivery

Allows the User to view the incoming Caller ID information for a call coming from inside the customer’s organisation.

Function

To control whether the user is presented with the Calling Line Information, Number and Name, where available, for incoming calls that have originated outside the customers organisation.

For SIPT users, this can be used for inbound calls from other internal users who are not configured on the same SIP trunk although the PBX could override it. The feature is dependent on the PBX being used and whether it can be configured to support the feature. Note that the feature will not work for internal calls between PBX users that do not pass through the WHC platform

Configuration/Function

In the Business Portal, navigate to:
• Employees > Features > Call Control
• Scroll down to External Calling Line ID Delivery

 

• Move the Slider Switch to toggle the setting On or Off.

Client Call Control

Description

This is not a configurable service but a feature that is bundled into the Toolbar to enable control of calls.

Comm Pilot Express

Description

CommPilot Express is a Feature of the Toolbar.

Function
CommPilot Express allows you to pre-configure four profiles to Control you inbound calls
• Available-In Office
• Available-Out of Office
• Busy
• Unavailable
If you use CommPilot Express, it takes precedence over some of you other service settings associated with processing incoming calls.

Configuration/Operation
Configuration of the four profiles is achieved via the ‘Services’ option on the Toolbar.

• To Edit a Profile select ‘CommPilot Express in the left hand windowc
• Select the Profile you wish to use in the Current Profile Dropdown on the right.

 

• Select the same profile in the left hand window and edit the profile with the desired settings
• Click ‘Apply’ to save the changes and set this profile as the ‘Current’ profile
• Click ‘OK’ to save the changes, set this profile as the ‘Current’ profile and Close the window
If you just wish to switch profile without editing you can do this by changing the ‘Current Profile setting and clicking ‘Apply or ‘OK’
Note you can also change which Profile is active via the Voice Portal using the Voice Messaging menu commands.

Connected Line Identification Restriction

Description

This feature provides an end user with the ability to allow/stop a calling party seeing their phone number, where another user has forwarded a call to them.

This feature is only available for on-net calls and all Users need to be on the same publication, i.e. all users have this feature listed against them.

Function

This is an ISDN based feature where it allows the calling party to see the remote user’s number, where the call has been forwarded to another user.

So an example is:
• Caller A make a Call to Caller B
• Caller B is forwarding to Caller C
• Caller B will see that the Call has been delivered to Caller C and will see their telephone number

Configuration/Operation
This feature is available to configure in the Business Portal by navigating to:
• Employees > Features > Call Control > Connected Line Identification Restriction

 

To configure Connected Line Identification Restriction, follow these steps:
• Off – This will provide your number back to any on-net callers. The initiating caller will see this displayed on their handset. Prior to March 12 2017 this was the default setting. Therefore any users built before this will need to change this setting if this is not the desired behaviour.
• On – This is the default setting and will ensure your number does not get passed to other on-net users, where calls are forwarded to you. Other users in a Site will still see the connected line.

A user can also dial *56* to check whether this is setting is enabled or disabled.

Directed Call Pickup with Barge in

Description

Allows the user to Pick up a call or Barge Into a call on another user. Unlike Group Call Pickup, where a Feature Access Code is used to pick up a call on a pre-define list of users, Directed Call Pickup with Barge In uses a Feature Access Code plus the Extension Number of the phone to pick up or Barge into a call on any phone on the customers Site.

Note, Barge In cannot be completed if the user has Barge In Exempt set as a feature.

Function

Directed Call Pickup

• The Phone for user A is ringing
• User B dials *33 (default FAC) followed by User B’s extension number.
• User B has picked up the call meant for user A

Barge In

• User A is on a call to a customer
• User B need to speak to user A urgently
• User B dials *33 (default FAC) followed by User A’s extension number
• User A is Not Barge In Exempt.
• User B is now in the Call with User A.
Note: - A tone may or may not be played to User A to make them aware that Barge In has occurred. This is dependent on the Configuration of User B.

Configuration/Operation

Direct Call Pickup with Barge In is not a configurable Option. It is usually a standard feature in some of the Feature Packs that go to make up a customer’s service offering. Please Check the Availability with your Customer Administrator or your Reseller.
For Employees that do have this feature available there is a configuration option that allows the playing of a tone on Barge In.

In the Business Portal, navigate to:
• Employees > Features > Call Control > Direct Call Pickup with Barge In

 

• Select ‘Play A Warning Tone When You Barge In’ if required
• Click Save


Distinctive & Priority Ringing

 

Description

Allows you to make your phone ring with a different ring cadence. Use this service if you want to know when a specific person calls such as your manager or spouse or when you would like to easily tell when a call is from inside your group or outside your group.

Function

The criteria for each Priority Alert entry can be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be true for the phone to ring with a different tone (phone number and day of week and time of day).

Note: - The change in ring on the phone is only a change in the ringing cadence it does not change the ringing tone applied.

Some Handsets support the use of different ring tones based on the Calling Line ID. This is a phone feature and not a feature of the WHC service.

Configuration/Operation

Configuration is in the Employee section of the Business Portal and requires that a Time schedule has been pre-configured.

Please refer to the section on Time Schedules in the Site Features Guide.

In the Business Portal, navigate to:
• Employees > Features > Call Control
• Scroll Down to Distinctive & Priority Ringing

 

 

• Select Configure

 

• To add a new ‘Rule click the ‘+ Add’ button
• To Edit an Existing ‘Rule’ select the description of the rule.
• To Activate/Deactivate a ‘Rule’ use the slide button under the status field
• To Delete a ‘Rule’ select the left hand tick box and click the ‘x Delete’ button

 

When adding a new ‘Rule’
• Type a description on the rule in the box provided.
• Select a time schedule from the dropdown box.
• Time schedule must be pre-configured for the customer’s site.
• When adding a new ‘Rule’ or editing an existing one.
• To add a new phone number enter the details in the box provided and Click the button
• To delete a phone number select the number using the right hand side tick box and click the ‘x Delete’ button
• To delete all numbers select the tick box in the header bar and then click the ‘x Delete’ button
See Below

 

• When all changes have been completed click ’Save’

Do Not Disturb

Description

Allows you to send your calls directly to your voice messaging box without ringing your phone.

In addition, you can make your primary phone emit a short ring burst to inform you when the call is being sent to voice messaging by using the Ring Reminder.

This is important when you have forgotten the service is turned on and you are at your phone waiting to receive calls

Please note, when setting DND on the Business Portal, it becomes system wide DND and affects all your devices once turned on. However if it is evoked on a phone handset, then it will only affect the handset, all other ‘Shared’ devices will be unaffected.

Function

You use this to prevent your phone from ringing. Callers are sent to Voice Messaging or another specified location, such as a number indicated by the Call Forwarding Busy service.

Configuration/Operation

In the Business Portal, navigate to:
• Employees > Features > Call Control
• Scroll Down to Do Not Disturb

 

• Select Configure

 

 

 

From the Toolbar
• You can activate the Do Not Disturb service by clicking DND on your Toolbar. When the button to the left of the DND link on the Toolbar is selected, this service is on. When it is not selected, it is off.

 

Or
• Select Services and then set Do Not Disturb from the Incoming calls menu

 

 

From Your Voice Portal

The Do Not Disturb service can also be activated or options can be changed using your voice portal. To do this, on your telephone dial *, followed by the two-digit feature access code that has been assigned for this service. You can activate this service by dialling star (*) and the assigned two-digit code.

To view the feature access code that was assigned by your group or system administrator, click on Feature Access Codes on the Utilities menu page. The codes are to the left of Do Not Disturb Activation and Do Not Disturb Deactivation and are preceded by an *, which must be dialled first.

Using a Feature Access Code

Do Not Disturb can be activated and Deactivated by use of Feature Access Codes.

• By Default
 * 78 Do Not Disturb Activation
 * 79 Do Not Disturb Deactivation

Fax Messaging

Description

This feature allows users to receive a fax and email it to themselves.

Function

The Fax Messaging service requires the Voice Messaging (Voicemail) User feature to be assigned and configured to function properly.

The feature can be turned on and off by an end user through the Business Portal. An administrator can assign a phone number and extension where faxes can be received for each end user with the Fax Messaging feature assigned. This number is read-only for end users and cannot be the same as the user’s DDI Telephone Number used for voice calls.

This number, as is true with the user’s DDI, is taken from the pool of numbers assigned to the Site. If provisioned as a fax number, it cannot be used for anything else at the same time.

When the feature is assigned to a user, the current profile for voicemail management is used.

The user can choose to have notifications sent via e-mail, the fax sent as an attachment via voicemail-to-email, check for received messages via 1571, use MWI on their device (if available) to indicate a new message, and so on.

Configuration/Operation
Fax Messaging is available as a User Feature within a User Feature Package. Fax Messaging requires Voicemail to be assigned to the User in order to function correctly.

In order to use Fax Messaging a User must have:

• Voicemail in their license pack
The Fax Messaging Feature is available to configure in the Business Portal under:
• Employees (select an existing User) > Features > Fax Messaging

 

In the business portal, an end user can see their Fax Messaging configuration from the Features page. But, they can only toggle it on or off.

Note, end users are not allowed to modify the phone number or extension. Administrators can access this same page, but they have modification access which means they can set and change the phone number and extension.

 

Enable/disable Fax Messaging as required. Administrators can select a Phone Number and enter an Extension. This will be the Fax Messaging number for the user and all inbound calls to this number will be treated as faxes.

Receiving Faxes
• Incoming faxes terminate on the fax messaging number provisioned for the user. The caller uses the T.38 protocol to identify itself as an incoming fax to the receiving number.
• The fax image data, if successfully sent, is converted to a TIFF file, and then sent to the user’s voicemail box for later retrieval.
• Incoming fax calls generate terminating accounting records.
• Note that the user must have the Fax Messaging feature assigned and enabled, and the Voicemail User feature assigned and enabled as well to receive a fax.
• If a user has Fax Messaging disabled, then calls to the fax number are rejected.
• If a user has Fax Messaging enabled, but does not have the Voicemail feature assigned, then calls to the fax number are rejected.
• If the user has Fax Messaging enabled and the Voicemail User feature is assigned but not enabled, then calls to the fax number are rejected.

Fax Storage
Fax messages are subject to the same message aging, message size, and mailbox size limitation as voice messages and are stored as TIFF image files.

Max Message Age 15 days
Max Message Length 5 minutes
Mailbox Size 30 minutes = ~ 10MB

In order to delete faxes Users must access their voicemail and select the option to delete..

Fax Notification

• A notification is sent as a MWI to the user’s device, if supported, the same as for audio messages.
• An e-mail notification is also sent if the user has provisioned e-mail notification.
• The body of the e-mail indicates that the message attachment is a fax document. The fax document is not attached to this e-mail notification.

Example of an e-mail notification of received fax:

Date: Tue, 28/08/2012 13:34
From: voicemessage@yourvm.co.uk
To: John Smith
Subject: Incoming Fax Mail from 01234567890

------------------------------------------------------------------------------------------------------

01234567890

Fax Retrieval

Faxes can be retrieved using a standard e-mail client, and displayed using any software that can display TIFF files, if the user has provisioned his or her messaging profile for messages to be sent via e-mail.

Example of an e-mailed fax message with attachment:
Date: Tue, 28/08/2012 13:34

From: voicemessage@yourvm.co.uk
To: John Smith
Subject: Fax Message Attached from 01234567890

Time: Aug 28, 2012 1:34 PM
Fax Message Attached <01234567890_20120828_1334.tif>

The software that can be used to view attached TIFF images include:
• Windows Paint
• Windows Picture and Fax Viewer
In order to receive faxes as email attachments turn on Voicemail and add an email address in the User’s Voicemail feature from the Business Portal:

 

This means that voice and fax messages are stored in the User’s voicemail for access and management via their Voicemail service (1571), but are also sent to the specified email address with the voice or fax message attached.

Voice Mail Access

Faxes that have been received at a user’s Voicemail can be retrieved via their 1571 voicemail service along with voice messages. In this case, the messaging IVR is enhanced to provide a verbal notification that a message is a fax, and allows the user to review the envelope (time of reception, and number of pages).

The message envelope includes an indication that a fax is included in the retrieved message, by appending the phrase “fax” to the message announcement.

For example:
• “First message, fax” → reception time, number of pages
• “Next message”→ message playback (for audio or video)

After the message envelope plays, the following options are available to the user:

• Print fax
• Save the fax and skip to the next message by pressing 2
• Go to the next message by pressing #
• Delete the fax by pressing 3
• Return to the previous menu by pressing * (star)

Flexible Seating Guest

Description

Flexible Seating Guest, included in the Mobile User license, allows a User to temporarily log onto a Flexible Seating Host phone. They can then make and receive calls from this device, view/dial their BLF’s, and set DND from the device.

Function

Users with the Flexible Seating Guest feature can assign and associate themselves with a Flexible Seating Host Device through directly from the Host phone or through the Voice Portal menus. Once an association is made between a Guest User and a Host User Device, the Device configured on the Host User is associated to the Guest User for a temporary period of time.

Calls made to and from the Guest User will use the Guest User’s available features and Calling Line ID and the Host User’s Device. Calls initiated through the Toolbar by the Guest User will use the Host User’s Device. The Guest User’s primary device will still be reachable but calls cannot be made from the primary device if the user is making a call from the Host device.

Once a Guest User disassociates themselves from the Host User Device, the Host User Device is free to accept associations from other Guest Users.

Configuration/Operation

The following steps, listed in the recommended order, need to be followed in order to configure a Host device:
• Create a Virtual Host Device (Administrator only)
• Configure the Guest Feature

Create a Virtual Host Device

Log into the Business Portal as an Administrator and then follow the steps below:
• Select Device Management from the left-hand navigation.
• Click on Devices from the top of the page, followed by the Add+ button.

 

• Type a name in the Device ID box, select a device profile ending in FS from the Device Type box and ensure this is the same model number as the Host Device. Place a tick in the Virtual Device parameter.

 

• Select Save to complete this part of the setup.

Configure the Guest Feature

Flexible Seating Guest can now be configured by the User through the Feature Settings page in the Business Portal. To configure the feature in the Business Portal:

• Navigate to the Features page and select Flexible Seating Guest, located under the Call Control category.

 

• Click on Configure and tick the Turn On Flexible Seating Guest button to enable the service.

• Create a Guest Unlock Pin Code (Polycom devices only) which will then be used to log off of the phone, and prevent another person logging the user off their phone when they are away.

• Select a Flexible Seating Guest device from the Device Name parameter, ensuring that the model you select matches the model of the Host that you are about to log into. For example if the model on the desk is T46S then please ensure you select a device with that matching name, i.e. don’t select T46G.

• Select Save to complete this part of the setup.

 

Associate to a Phone

To log in directly from the Hosts phone menu:
• Select the GuestIn soft key from the phone
• In the User ID parameter input your extension number
• In the Password parameter input your Voice Portal pin
• Select Ok and the following behaviour will occur:
Polycom devices reboot immediately and once powered up will be ready to use
Yealink devices will firstly update the configuration and then reboot and once powered up will be ready to use

To log in directly from the Voice Portal menu:
• Dial your Voice Portal telephone number from the Host.
• Please press the * key, enter your own extension number, followed by your Voice Portal passcode #
• Select option 7 to choose the Flexible Seating Options Menu, followed by option 2 to associate with the device.
• Once you hang the phone the following behaviour will occur:
Polycom devices reboot immediately and once powered up will be ready to use

Yealink devices will firstly update the configuration and then reboot and once powered up will be ready to use

Disassociate from a Phone

To log out directly from the Hosts phone menu:
• Select the GuestOut soft key from the phone
• In the Enter Pin parameter, input the Guest Unlock Pin Code (Polycom devices only)
• Select Ok and the following behaviour will occur:
Polycom devices reboot immediately and once powered up will be ready to use
Yealink devices will firstly update the configuration and then reboot and once powered up will be ready to use by another user

To log out of the Host using the Voice Portal menu:

• Dial your Voice Portal telephone number from the Host.
• Enter your Voice Portal Passcode followed by the hash key (#).
• Select option 7 to choose the Flexible Seating Options Menu, followed by option 3 to dissassociate with the device.
• Once you hang the phone the following behaviour will occur:
 Polycom devices reboot immediately and once powered up will be ready to use
 Yealink devices will firstly update the configuration and then reboot and once powered up will be ready to use by another user

A Guest can only associate with a device for a maximum of 24 hours, before it automatically disassociates.

Associate/Dissociate to/from a Call Centre ACD Queue
Once a user is logged into a phone, they can then also sign in and out of their Call Centre queues by:
• Select either of the ASignIn (Polycom devices) or Available (Yealink devices) soft key from the phone and this will automatically sign you into all of your Call Centre queues.
• Select either of the ASignOut (Polycom devices) or Unavailable (Yealink devices) soft key from the phone and this will automatically sign you out all of your Call Centre queues.

Go Integrator DB-CRM Connect

Go Integrator DB* is an application for Windows Desktop that integrates leading CRM Applications into the WHC service. It works in conjunction with a User’s primary** phone and CRM software to enhance a User’s productivity, i.e. screen popping a CRM file based on the number calling in.

This application is provided from a partner called Mondago and they provide two variants; Go Integrator Lite and Go Integrator DB.

*Go Integrator DB is referred to as CRM Connect on the Business Zone Ordering Page and Business Portal Service Settings page. This will change to Go Integrator DB in a future release.

**Devices set up a shared devices to the primary device cannot be controlled.

Function

Go Integrator DB enables users to integrate call control into an approved CRM system providing the following functionality:

• Manual (default) or Automatic screen popping of customer files when inbound calls are received
• Call Control from PC
• Click-to-dial from CRM file

In addition the application will allow:

• Configuration/control of a number of features
• Monitoring of a User’s presence status

For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the app.

Configuration/Operation

For guidance on how to download, install, configure and use this application please refer to the following application user guide available on the KB:
• https://kb.ic.uk/article/68/go-intergrator-user-guide-232.html

Go Integrator Lite- CRM Connect

Go Integrator Lite* is an application for Windows Desktop that integrates Lotus Notes and Microsoft Outlook Applications into the WHC service. It works in conjunction with a User’s primary** phone and CRM software to enhance a User’s productivity, i.e. screen popping a CRM file based on the number calling in.

This application is provided from a partner called Mondago and they provide two variants; Go Integrator Lite and Go Integrator DB.

*Go Integrator Lite is referred to as CRM Connect Lite on the Business Zone Ordering Page and Business Portal Service Settings page. This will change to Go Integrator Lite in a future release.

**Devices set up a shared devices to the primary device cannot be controlled.

Function

Go Integrator Lite enables users to integrate call control into Lotus Notes and Microsoft Outlook, providing the following functionality:

• Manual (default) or Automatic screen popping of customer files when inbound calls are received
• Call Control from PC
• Click-to-dial from Lotus Notes and Microsoft Outlook

In addition the application will allow:

• Configuration/control of a number of features
• Monitoring of a Users presence status

For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the app.

Configuration/Operation

For guidance on how to download, install, configure and use this application please refer to the following application user guide available on the Knowledge base:
https://kb.ic.uk/article/68/go-intergrator-user-guide-232.html

Hot Desking Guest

Description

Hot Desking Guest, included in the Mobile User license, allows a User to temporarily log onto another user’s phone, providing it has the Hot Desking Host license enabled. They can also make calls from this device which will present their own number, from their pre-existing WHC account, to other users.

Function

Users with the Hot Desking Guest feature can assign and associate themselves with a Hot Desking Host User Device through the Business Portal or through the Voice Portal menus. Once an association is made between a Guest User and a Host User Device, the Device configured on the Host User is associated to the Guest User for a temporary period of time.

Calls made to and from the Guest User will use the Guest User’s available features and Calling Line ID and the Host User’s Device. Calls initiated through the Toolbar by the Guest User will use the Host User’s Device. The Guest User’s primary device will be unreachable and unable to receive calls whilst they are associated with the guest.

Calls made to the Host User account will trigger a not-reachable condition, and available features configured for this condition on the Host User will execute. The behaviour is similar to the Host User having no assigned device or being unregistered on the platform

Please be aware of the following points around emergency calls behaviour on Hot Desking:

• All non-emergency calls placed from the Guest User’s primary device will be blocked while the Guest User is associated to the Host User’s Device.
• Emergency calls made from the Guest User’s primary device will not be blocked.
• All non-emergency calls made by the Guest User from the Host User’s Device will use the outgoing Calling Line ID of the Guest User.
• Emergency calls made by the Guest User from the Host User’s Device will use the outgoing Calling Line ID of the Host User Device. This is required so that emergency services will have the physical location of the Guest User.

Once a Guest User disassociates themselves from the Host User Device, the Host User Device is free to accept associations from other Guest Users. If there are any active calls up when a Guest User disassociates themselves from a Host User Device, those calls are allowed to complete normally. Once the disassociation is complete the available features of the Guest User that are configured for their primary device now operate for incoming or outgoing calls to the Guest User’s primary location.

Configuration/Operation

Hot Desking Guest is configurable at a User level through the User’s Feature Settings page in the Business Portal or via the Voice Portal.
To associate in the Business Portal, navigate to:
• Employees > Features > Hot Desking Guest

• Select the ‘Turn on Hot Desking Guest’ check box to enable the feature.
• In the ‘Association Limit’ field specify the maximum time in hours that any Guest User can be associated to the Host User Device account. Once this expires it will automatically dissociate a guest from a host.
• Select an available hosts followed by Save.

 

• To disassociate a Guest User from a Host User Device, simply uncheck the box and click Save.

To associate via the Voice Portal menus:
• Dial the Voice Portal telephone number from the Hot Desking Host.
• Enter your Voice Portal Passcode followed by the hash key (#).
• Select option 7 to choose the Hot Desking Options Menu (announcement will call it Hoteling).
• Follow the Menus and select the appropriate actions. Your options are:

Option 1 - Check Host Status

• The system provides an indication of whether the Host User Device is associated with a Guest User, and indicates the identity of the associated Guest User if one is associated to the particular Host Device. The associated Guest User is identified by their recorded name (if available) and a phone number or extension.

Option 2 – Association

• If the Host User Device is not currently associated with a Guest User then the User is played a message indicating the association was successful. The Guest association timeout is automatically set to the association time limit value configured for the Host.
• If the Host User Device is already associated to another Guest User, then the request is denied and the User is informed that another Guest User is associated to this Host User Device.
• If the Guest User is already associated to another Host User Device, then that association is terminated and a new association is made with the current Host User Device. The Guest User is played a message indicating that the association was successful.

Option 3 – Disassociation
• If the disassociate option is chosen, the associated Guest User is disassociated from the Host User’s Device. If the Guest User is not the current user associated with the host, then the request is denied and the Guest User is informed that they are not currently associated with this Host User Device.

Hot Desking Host

Description

Hot Desking Host, included in the Fixed or Mobile User license, allows a phone device to become a Host to another user’s phone number. Another User, with the Guest feature, can then log onto this existing phone with their own credentials and receive all their calls to this device. They can also make calls from this device which will present their own number, from their pre-existing WHC account, to other users.

Function

This feature can be enabled on an existing Fixed or Mobile User license and will then allow users with the Hot Desking guest feature to log onto. A user without the Guest feature cannot log onto a Host license/device and likewise a user with the Guest license cannot log onto a license phone that does not have the Host feature in and enabled. The Hot Desking Host feature is ‘off’ by default and can be unassigned, using feature assignment on the BP, in order to prevent incorrect or accidental use.

A User can be both a Hot Desking Host and a Hot Desking Guest providing they have the correct license pack.

Configuration/Operation

Hot Desking Host is configurable at a User level through the User’s Feature Settings page in the Business Portal.

In the Business Portal, navigate to:
• Employees > Features > Hot Desking Host

 

• Select the ‘Turn on Hot Desking Host’ check box to enable the feature.
• In the ‘Association Limit’ field specify the maximum time in hours that any Guest User can be associated to the Host User Device account. Once this expires it will automatically dissociate a guest from a host. The minimum in hours us 0, maximum is 999, and default is 24.
• Set the Access Level to either Company, allowing any User from the Company to associate with the phone, or Site if only limited to Users from the Site.

• Click Save.

 

The Hot Desking Host feature is operated by a user with a Hot Desking Guest Feature Please refer to the Hot Desking Guest section of this guide,

Last Number Redial

Description

This feature allows users to redial the last number that they previously dialled. Users can only redial calls where the call type is allowed in the Outgoing Calling Plan.
Function
Used by a User to quickly dial/return a previous call.
Configuration/Operation
No configuration is required to turn this feature on as it is on by default. A User can use the ‘Redial’ button on their appropriate handset to redial a previous call or they can dial the following feature access code:
• *66 (default)

Local Area Code Dialling

Description

This feature allows users to dial local telephone numbers without having to dial the area code. This is based on users with phone numbers on the platform sharing the same area code of the recipient that they intend to dial, and has no relevance to their actual geographic location.

Function

With this feature a user can make calls quickly by avoiding the need to dial the 3-5 digit area code.

Configuration/Operation

No configuration is required to turn this feature on as it is a standard platform feature.

Limiting Conditions

The system first looks in the Private Dial Plan (extension numbers and SLC) and if no match is found, passes to the public dial plan. A clash can occur if the length of the extension number or SLC plus extension number is the same as the length of the local numbers in that area, in this case it is the extension that would ring. In addition if Local Numbers have been barred under the Site Calling Plans feature, then this function will not operate.

Office UC Desktop inc Skype for Business Plug-in

Description

Office UC provides Users with an application and series of features to enable Unified Communications across one or many devices. The Desktop application will work across computers running Windows and MAC iOS.
Office UC Skype for Business/Lync Plug-in (referred to as S4B in this document) offers an enhancement to the existing Office UC suite of products. The plug-in is offered as an additional device type on WHC for PC Desktop, and integrates with the Microsoft Skype for Business and Lync Applications, delivered as part of Microsoft Office 365 suite.
The Desktop application/s will work across computers running Windows. This application is available through the following add-ons:
• UC Office Desktop
• UC Business added to a Fixed or Mobile User License
• UC Team added to a Fixed or Mobile User License

Function
This application when taken standalone as the Office UC Desktop add-on provides Users with the following:
• Desktop softphone application enabling:
Voice and Video Calling – using inbuilt softphone or via hard- phone
Call Centre Agent Login – when agent is assigned to an ACD
This SB4 application provides Users with the following:
• Desktop softphone application enabling:
ability to call, voice and video, S4B contacts using a phone number displayed against the user in S4B
ability to call a number not listed on S4B using the free text field or software dial-pad
ability to click-to call from SharePoint, Office, Outlook and Internet Explorer
ability to initiate call from S4B but have an IP phone make the physical call
ability to escalate an audio call to a video call
ability to update S4B presence information when User is on a call

For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the applications used.

Configuration/Operation

For guidance on how to download, install, configure and use this application on any of the User Licenses, please refer to the following application user guides available on the Knowledge Base:

https://kb.ic.uk/article/68/uc-office-desktop-user-guide-222.html

Office UC for Smartphone

Description

Office UC provides Users with an application and series of features to enable Unified Communications across one or many devices. Office UC for Smartphone when deployed as part of a Mobile License, where UC Business or Team have not been enabled, provides a User with:

• Smartphone application enabling:
• Voice and Video Calling – using inbuilt softphone or native dialler
The application is supported on both Apple iOS and Google Android OS smartphones.

Inbuilt with the application is some basic feature control which can be used to control the following features whilst away from the Business Portal:

• Do Not Disturb
• Call Forwarding
• Remote Office
• Hide number
• Call Director
• Outgoing Call (Wi-Fi or Carrier)
• Simultaneous Ring Personal

Function
Office UC for Smartphone enables a User to use this smartphone installed softphone application alongside a physical hard phone or our Office UC Desktop and Tablet applications. A user simply needs to open the application on the smartphone and they can then initiate calls from the application over either Wi-Fi or via the Users carrier. As this is deployed as a Shared device, using the Shared Call Appearance 5 feature, it uses the Users single business number to make and receive calls. Likewise all call functions and controls are initiated within the application from the Smartphone.

Alternatively, but not recommended, Office UC for Smartphone enables a User to use this smartphone installed softphone application instead of a physical hard phone. A user simply needs to open the application on the smartphone and they can then initiate calls from the application over either Wi-Fi or via the Users carrier. All call functions and controls are initiated within the application from the Smartphone.

For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the applications used.

Configuration/Operation
For guidance on how to download, install, configure and use this application for use on a Fixed User License, please refer to the following application user guide available on the Knowledge base:
https://kb.ic.uk/article/68/uc-business-uc-team-smartphone-user-guide-226.html


Office UC for Tablet

Office UC provides Users with an application and series of features to enable Unified Communications across one or many devices. Office UC for Tablet, when deployed as part of a Mobile License, where UC Business or Team have not been enabled, provides a User with:

• Tablet softphone application enabling:
• Voice and Video Calling – using inbuilt softphone or native dialler
The application is supported on both Apple iOS and Google Android OS tablets.

Inbuilt with the application is some basic feature control which can be used to control the following features whilst away from the Business Portal:

• Do Not Disturb
• Call Forwarding
• Remote Office
• Hide number
• Call Director
• Outgoing Call (Wi-Fi or Carrier)
• Simultaneous Ring Personal

Function

UC Office for Tablet enables a User to use this tablet installed softphone application alongside a physical hard phone or our Office UC Desktop and Smartphone applications. A user simply needs to open the application on the tablet and they can then initiate calls from the application over either Wi-Fi or via the Users carrier. As this is deployed as a Shared device, using the Shared Call Appearance 5 feature, it uses the Users single business number to make and receive calls. Likewise all call functions and controls are initiated within the application from the tablet.

Alternatively, but not recommended, Office UC for Tablet enables a User to use this smartphone installed softphone application instead of a physical hard phone. A user simply needs to open the application on the tablet and they can then initiate calls from the application over either Wi-Fi or via the Users carrier. All call functions and controls are initiated within the application from the tablet.

For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the applications used.

Configuration/Operation

For guidance on how to download, install, configure and use this application for use on a Fixed User License, please refer to the following application user guide available on the Knowledge base:
https://kb.ic.uk/article/68/uc-office-tablet-user-guide-229.html

Personal Contacts

Description

The Personal Contact Directory Feature provides the ability to create custom contact directories for use by an individual Employee. These directories will then be available from the Directories option across hard and soft phone devices.

Please note, if you are simply looking to add speed dials to an IP phones front screen, then please refer to the Business Portal End User guide which wil show you how to do this.

Function

Administrators and End Users can use this feature to create a custom Personal Contact Directory that contains numbers frequently called by the End User, such as individual clients, suppliers etc. You can also quickly add numbers to this list by importing a phone list and loading the numbers from a CSV file. Hover over the information (i) icon for the file format.

A directory can contain a maximum of 500 contacts.

If a user has the Company Contacts feature all the contacts are added into a single directory.

For SIPT users, contacts can be created, but won't be sync'd to the PBX phone. Contacts can however be used in UC apps.

Configuration/Operation

The Personal Contacts Feature is available to configure in the Business Portal under:

• Employees > Features > Contacts > Personal Contacts

 

• Click Configure

 

 

• To Import a list of contacts in .CSV format browse to the file and click ‘Import’
• To Manually add an entry click ‘+Add’
• To Edit an existing entry click on the entries ‘Name’
• To delete an entry select the entry via the right hand tick box and click ‘x Delete’
• To delete all entries select the tick box on the right hand side of the header bar and then click ‘x Delete’

 

• Click ‘Add’ to add an entry

• Click Save

 

Limiting Conditions

The Business Portal supports the use of Alpha Numeric Characters A to Z, both upper and lower case, and 0 to 9. Special Characters Hyphen (-) and Apostrophe (‘) are also supported. All other Special Characters are not supported in the Business Portal and any entry containing these characters will be rejected.
The following numbers are barred from the upload:
• 118xxx
• 999
Note: - We would advise against the use of Apostrophe in Personal Contacts as some handsets may not support this character. This may lead to issues when trying to access the contacts from the handset.

Phone Services

Description

This feature provides a method of pushing down personal and company contacts (in Personal and/or Company Directories) to a User’s devices.

Function

Administrators and End Users can use this feature to select which Company Contact Directory and/or the Personal Contact Directory is integrated with the User’s devices.

If Phone Services are enabled for a device, but the Phone Directory is turned ‘off’ then neither the Site Level Phone Services nor User level configuration will apply. This means that no directories will be integrated with the device(s) that the User has.

Configuration/Operation

The User Level Phone Services feature is available to configure in the Business Portal. Navigate to:

• Employees > Features > Contacts > Phone Services

 

• The first page lists all the devices for which the user is able to use Phone Services with. The list only includes device profiles with a device type supporting Phone Services.

• Enabling and then Clicking on a Device Name allows you to go to the corresponding Phone Services configuration page for the device

• Status
• Enable/Disable Phone Directory for the Device.
• Include Personal Contacts
• Include the following Company Contacts
• Select the list of Company Contacts
• Click Save

 

Please note:
• In Site Phone Services, when you select apply Company Directory, when you then enable Phone Services at a User level, you must not tick company directory again, or it will duplicate
• When you make a change to the Group or Company Directory, you must disable phone services before updating

Pre- alerting Announcement

The Pre-alerting Announcement feature allows users to play a pre-recorded announcement to all/some callers, ahead of the phone being alerted (ringing). Pre-alerting can be created with a user defined Time Schedule and optional Holiday Schedule, so that it only plays the alert at set times and days. In addition the user can choose to play the alert to select number/number types.

Function

By uploading a recorded audio file, the user can play any pre-announcement they like to callers. When a caller phones the users number, prior to hearing ringing, they will be played the audio alert. During this audio alert, the caller’s phone will not ring and the caller will not be charged for this ‘pre-call media’. Once the alert has finished, standard ringing behaviour will kick in and the user’s devices will ring.

Pre-alerting is useful for providing callers with information up front about the user’s availability, instead of the traditional method where a caller has to get to a user’s voicemail to get a similar message, which also includes a call charge. Likewise with Pre-alerting, if the caller stops the call during the announcement, it does not ring the user, and thus does not disturb them.

Configuration/Operation

This feature is available to configure in the Business Portal by navigating to:
• Employees > Features > Call Control > Pre-alerting Announcement

 

To configure a Pre-alerting Announcement, follow these steps:
• Select the Configure button.
• Upload a pre-recorded File, up to a maximum file size of 5Mb but please ensure the length of the message is no longer than 60 seconds. If the message is longer then calls may be cut-off before they are answered.

 

• Select the +Add button to create a rule/s – you can create more than 1 rule.

• Enter a Description for the rule.
• Select Play pre-alerting announcement. Alternatively you can select Do not play pre-alerting announcement if you want to create a rule where you perhaps play the announcement to everyone as standard, but don’t play it to select numbers.
• Select a Time Schedule, selecting the Every Day All Day (Employee) option will play the announcement every day at any time, subject to further rules defined below,
• Select a Holiday Schedule, if one has been created, to only play the announcement on set days.
• Select Save & Add More Details if you want to restrict announcement to specific call types.

 

• If adding call type restrictions,
• Select Only These Numbers, followed by Private Numbers if you want to only play the announcement to withheld numbers.
• Select Only These Numbers and Unknown Numbers if you want to block unknown numbers.
• Type in a specific number into the Add Phone Number box and select the + button. You can add up to 12 specific numbers.
• Once finished, select the Save button

 

Please note the following exclusions:
• Pre-Alerting will not initiate if the User is using Call Forward Always
• Pre-Alerting will not initiate if the User is using Call Forward Unreachable, and the primary device becomes unregistered.
• If the Pre-alerting message is greater than 60 seconds, then calls may be cut off before the callee is able to answer.

Pre-alerting Scenario 1:
• Initial Setup:
• User A from Company 1 has a flexible working pattern, works from home, and does not work Mondays.
• User A has a Functional License and does not use Voicemail
• User A receives calls on the Monday which disturbs them and the caller gets persistent ringing.
Requirement:
• User A wants to play a message to the caller that advises them that they do not work Mondays and that the caller should ringback on Tuesday, send an email or contact an alternative colleague.
• User A only wants the message to play on a Monday

Configuration
• User A creates a Time Schedule from the Time Schedule feature setting, provides it with a descriptive name, and configures Monday 00:00 to Monday 23:59.
• User A records a message from their PC and uploads this to the Pre-Alerting feature.
• User A provides a descriptive name for the Alert and selects ‘Play pre-alerting announcement’
• User A selects the Time Schedule and/or Holiday schedule
• User A selects All Phone Numbers
• User A saves the settings

Push to Talk

Description

Push to Talk allows people to call each other and have the call answered automatically (Intercom service).

Function

Push to Talk allows people to call each other and have the call answered automatically, either as a one-way call, or a two-way call.

Configuration/Operation
To Configure the PTT service in the Business Portal navigate to:
• Employees > Features > Call Control > Push To Talk

 

 

• Select Configure

To originate a Push To Talk call on your telephone dial the Feature Access followed by the number you wish to call.
• *50 Default Feature Access Code
An administrator can specify in the configuration from which other users a PTT call is ‘Allowed’. Only PTT calls for users on the allowed list will be connect to the employee.

Reception Console-Small Business and Enterprise

 

Description

The Reception Console is an application that allows Users to control calls, monitor the lines of employees, manage directories and use productivity tools from a PC. It comes in two varieties, either an Enterprise grade version or a Small-Medium Business (SMB) version. The application is the same for either, but the functionality exposed will be slightly different.

The Enterprise version includes:
• Queuing
• Outlook Integration
• Monitor up to 500 users (200 static Plus 300 dynamic)
The SMB version includes:
• Queuing
• Outlook Integration
• Monitor up to 30 users
Receptionist is deployed on a Microsoft Windows platform and/or Citrix Presentation Server platform.

Function

The application will enables users to become receptionists by providing them with a web application that allows them to monitor users and easily transfer calls. The console can actively monitor up to 30 users at a time on the SMB version and 200 users at a time on the Enterprise version.

The application provides the reception user with the following:
• Call Management features – Answer; dial, hold, conference, blind and attended transfer, move to queue
• Line Monitoring – Monitor a User’s line to see line states include on-hook, off-hook, ringing, DND, Privacy and Call Forwarding Always
• Camp On with Recall - Perform a directed hold when called party is busy
• Directed Call Pickup - Pickup any ringing extension
• Voicemail Transfer – Transfer calls directly to voicemail
• Call Barge-In - Operator intrusion on a busy line
• Group Call Park – Initiate line hunting on incoming calls directed to a department or group (e.g. support, sales)
• Day/Night mode – Operators can automate the switch from “day” to “night” mode
• Messaging – Send emails to contacts from desktop screen
• Call History – Logs outgoing, received and missed calls
• Call Statistics – Average hold time, transfer count
• Supports multiple Directories – Corporate, Monitored, LDAP,
• Speed Dials - Search and call numbers from a list of up to 100
• Contact Directory Filtering - Directory filtering of enterprise

Remote Office

Description

Allows a user to define a phone number, any working phone number, mobile or land line. This Device can then be used to make and receive calls. Outgoing calls will present the users ‘WHC’ CLI not the devices CLI for business continuity when you are away from your office.

Remote Office is a feature of the following applications

• Toolbar
• Office UC Desktop
• Office UC Smartphone
• Office UC Tablet

Function

• In the ‘Remote Office setting within the ‘WHC’ application define the number of the device you wish to use to make and receive calls.

Incoming Calls

• Incoming Calls to the users ‘WHC’ number are automatically forwarded to the ‘Remote Office’ location.
• The caller will see the users WHC CLI, if delivered, on their phone.

Outgoing Calls

• Outgoing calls are made from the WHC application, Toolbar, UC-Office.
 Use either the pre-defined Contacts
 Or
 Manually dial for the web app
Note: - Do Not Dial from the ‘Remote Office’ device
• The user will receive an incoming call on the ‘Remote Office’ device.
• When the user answers the incoming call an outgoing call is made to the dialled number
• The called number will see the users WHC CLI, if delivered, on their phone.
For SIPT users this feature will not work for internal inbound calls between PBX users that do not pass through the WHC platform.
Configuration/Operation
Toolbar
• From the Toolbar select Services

• Select Remote Office

 

• Define the phone of the device you wish to use.
• Turn on Remote Office using the radio buttons
• If the Remote Office number has been previously defined you can activate the service simply by clicking the Remote Office icon on the Toolbar.

 

Office UC Desktop
• From the application left click on the Office UC icon on the header bar

• Select Call Settings
• Select Remote Office

• Select the ‘Edit’ Icon

 

• Configure the Remote Office number
• Enable Service
• Click Save

Office Smartphone
• From the application (iPhone Shown) click on the settings option

 

• Select Call Settings
• Select Remote Office
• Configure The Remote Office settings
• Click Save  

Selective Call Appearance

Description

Accept calls when pre-defined criteria, such as phone number, time of day or day of week, are met.
Function
Selective Call Acceptance allows you to receive only calls that meet your pre-defined criteria. The criteria for each Selective Acceptance entry can be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be true for you to receive the call.
Configuration/Operation
In The Business Port navigate to:
• Employees > Features > Call Control > Selective Call Acceptance

 

• Select ‘Configure’

 

• To Add a New Rule Click ‘Add’
• To edit an existing Rule select the Rule under the ‘Description’ Heading.
• To Delete a rule select the right hand tick box and click ‘Delete’
• To Delete all rules select the right hand tick box in the header bar and click ‘Delete’
• Click ‘Add’

 

• Add a description of the rule.
• Select a Time schedule from the dropdown menu.
 Note:- Time schedules need to be pre-configured (Please refer to the Site Features Guide for more details)
• Click ‘Save & Add More Details’

 

 

• To add a phone number type the number into the box and click the ‘+’ button

 

• To delete a number select the right hand tick box and click delete
• To delete all numbers select the right hand tick box in the header bar and click delete.
• When you have completed the configuration Click ‘Save’

Selective Call Rejection

Description

Reject calls when pre-defined criteria, such as phone number, time of day or day of week, are met.

Function

Selective Call Rejection allows you to reject calls that meet your pre-defined criteria. These callers will be given an announcement that you cannot be reached. Use this feature to prevent nuisance calls from people you would rather not talk to. The criteria for each Selective Call Rejection entry can be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be true to reject the call.

Configuration/Operation

In The Business Port navigate to:
• Employees > Features > Call Control > Selective Call Rejection

 


• Select ‘Configure’

 

• To Add a New rule Click ‘Add’
• To edit an existing Rule select the Rule under the ‘Description’ Heading.
• To Delete a rule select the right hand tick box and click ‘Delete’
• To Delete all rules select the right hand tick box in the header bar and click ‘Delete’
• Click ‘Add’

 

• Add a description of the rule.
• Select a Time schedule from the dropdown menu.
Note:- Time schedules have to be pre-configured (Please refer to the Site Features Guide for more details)
• Click ‘Save & Add More Details’

 

• To add a phone number type the number into the box and click the ‘+’ button

 

• To delete a number select the right hand tick box and click delete
• To delete all numbers select the right hand tick box in the header bar and click delete.
• When you have completed the configuration Click ‘Save’

Sequential Ring

Description

Ring multiple phones sequentially when calls are received

Function

Sequential Ring allows you to sequentially ring up to 5 locations in addition to the base location for a specified number of rings.

The 5 locations can be either a phone number or a SIP-URI. The feature applies to calls matching your pre-defined criteria. Use this service to ring calls from your manager, a family member, or an important customer on your mobile phone, alternate business phone, or home phone.

The criteria for each Sequential Ring entry can be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be satisfied for the call to enter Sequential Ring (phone number and day of week and time of day). If the criteria do not match, the call continues as if this service was not turned on.

Configuration/Operation

In the Business Portal navigate to:
• Employee > Features > Mobility > Sequential Ring

• Select Configure

 

 

 


• Setup the sequential list of phone numbers
• The Number of rings at each location
• Select is Answer Confirmation is required.
Refer to the Answer Confirmation feature section in this guide.
• Add a rule or edit an existing rule
Sequential Ring cannot be activated without a rule being defined. It could be as simple as All Calls, All Day Every Day.

 

• Every Rule must have a unique Description
• Select a Time schedule from the dropdown menu.
 Note:- Time schedules have to be pre-configured (Please refer to the Site Features Guide for more details)
• If Rule is to cover ‘All Calls’ select the ‘All Phone Numbers’ radio button and click ‘Save’
• If Rule is for specific phone numbers select the ‘Only These Phone Numbers’ and add the phone numbers (max of 12)

 

• To add a phone number type the number into the box and click the ‘+’ button

 

• To delete a number select the right hand tick box and click delete
• To delete all numbers select the right hand tick box in the header bar and click delete.
• When you have completed the configuration Click ‘Save’

Simultaneous Ring

Description

• Ring multiple phones simultaneously when calls are received.

Function

Simultaneous Ring Personal allows you to list up to 10 phone numbers you would like to ring in addition to your primary phone when you receive a call.

This feature is helpful when you are not at your phone but you would like your mobile phone to ring when you get a call. You can also turn off simultaneous ring when you are at your desk on a call.

The criteria for each Simultaneous Ring entry can be a list of up to 12 phone numbers or digit patterns, a specified time schedule, and a specified holiday schedule. All criteria for an entry must be satisfied for the call to enter Simultaneous Ring (phone number and day of week and time of day).

If the criteria do not match, the call continues as if this service was not turned on.

Warning: if your mobile phone or other phone has voice mail that picks up before your office voice messaging picks up, your voice mails could be on your mobile phone messaging system. Please refer to the Answer Confirmation feature to avoid this.
For SIPT users this feature will not work for internal calls between PBX users that do not pass through the WHC platform.

Configuration/Operation

From The Business Portal either navigate to:
• Employees > Dashboard > Sim Ring

 

Note: - You can switch Simultaneous ring On/Off in this Window.
Or
Navigate to:
• Employees > Features > Mobility > Simultaneous Ring

 

• Click Configure

 

• Turn on Simultaneous Ring
• ‘Settings’ Allows you to choose the treatment of an incoming call if you are already on an existing cal
• To Add a location enter the phone number in the box provided and click ‘Add’
• Select Answer Confirmation if required
• See Answer Confirmation Service in an earlier section of this guide.
• To Delete a location select the right hand tick box next to the entry and click ‘Delete’
• To Delete ALL entries select the right hand tick box in the header bar and click ‘Delete’

• When all configuration is complete click ‘Save’

 

From Toolbar
• If Simultaneous Ring has NO previous configuration
• Select the Simultaneous Ring Icon from the Toolbar

 


If Simultaneous Ring HAS been configured and you wish to edit the configuration.

• Select ‘Services’ from the Toolbar

 

 

 

• In the left hand Window select ‘Simultaneous Ringing’
• Turn Simultaneous Ring On or Off
• ‘How to Handle incoming calls’ Allows you to choose the treatment of an incoming call if you are already on an existing call
• To Add a location
Click ‘Add’
Enter the phone number in the box provided
Click ‘Add’ again
• Select Answer Confirmation if required
• See Answer Confirmation Service in an earlier section of this guide.
• To Delete a location select the location (left click) and click ‘Delete’
• When all configuration is complete click either ‘Apply’ or ‘OK’

From Office UC Clients

All Office UC clients support configuration and control of Simultaneous Ring

Please refer to the relevant Office UC guide for details.

Below are screen shots of Office UC for Windows Desktop and Office UC for iPhone
• Windows desktop:- Call Settings > Simultaneous Ring Personal

 

• iPhone:- Settings > Call Settings > Simultaneous Ring

Shared Call Appearance 5

 

Shared Call Appearance 5 allows Users to share multiple call appearances of their line number (CLI) over multiple devices, a maximum of 5. For example, a Personal Assistant can take calls for multiple Executives and identify each line on their handset. Each Executive will share their CLI on the Personal Assistant’s device.

Function

The Maximum number of devices you can share a number across is 5. Shared Call Appearance is not available in all packs. Ensure you check the Product Handbook to see if this is available.

For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the applications used.

Configuration/Operation

As an administrator in the Business Portal, select the User that will be sharing their call appearance on another device.
Either navigate to:

• Employees > Devices > Shared Call Appearance

 


• Select Create New Shared Call appearance
Or
• Navigate to:- Employees > Features > Mobility > Shared Call Appearance

 

• Click ‘Configure’

 

Adding a Device

New Device

If you are not sharing a call appearance on another user’s existing handset you will need to add a new device using the ‘From New Device’ option.

 

Select the ‘From New Device’ option

 

• Enter a Device ID
• Select the ‘Device Type’ from the Dropdown list.
• Enter the MAC Address that will be the Shared Call Appearance.
• You can enter a brief description of the device, this can be useful for future reference.
• Click ‘Save’ 

 

• Click ‘Save’

Existing Device
If you are creating a ‘Shared Call Appearance’ for an existing device

 

• Select the ‘From Existing Device’ option
• Select the Device you wish to add to ‘Shared call appearance’

 

• Click ‘Save’

 

• Click ‘Save’
Note, the Allow Call Move From Another Device allows you to move calls between you devices using the ‘Call Retrieve and Call Director Move’ Feature Access Code
• By Default FAC = *11
• User answers a call on device A
• The user wishes to move the call to device B
• From device B the user dial *11
• The Call is moved to device B

Shared Call Appearance 20 & Multiple Call Arrangement

Description

Shared Call Appearance 20 (SCA) allows Users to share multiple call appearances of their line number (CLI) over multiple devices, a maximum of 21, 20 shared and 1 primary. For example, a Personal Assistant can take calls for multiple Executives and identify each line on their handset. Each Executive will share their CLI on the Personal Assistant’s device.

Function

The Maximum number of new devices you can share a number across is 20. SCA20 is not available in all packs. Ensure you check the Product Handbook to see if this is available.

For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the applications used.

Configuration/Operation

As an administrator in the Business Portal, select the User that will be sharing their call appearance on another device.

Either navigate to:
• Employees > Devices > Shared Call Appearance

 

• Select Create New Shared Call appearance
Or
• Navigate to:- Employees > Features > Mobility > Shared Call Appearance

 

• Click ‘Configure’

 

Adding a Devic

New Device

If you are not sharing a call appearance on another user’s existing handset you will need to add a new device using the ‘From New Device’ option.

 

Select the ‘From New Device’ option

 

Enter a Device ID

• Select the ‘Device Type’ from the Dropdown list.
• Enter the MAC Address that will be the Shared Call Appearance.
• You can enter a brief description of the device, this can be useful for future reference.
• Click ‘Save’

Existing Device
If you are creating a ‘Shared Call Appearance’ for an existing device
• Select the ‘From Existing Device’ option
• Select the Device you wish to add to ‘Shared call appearance’
• Click save


Allow Call Move From Another Device allows you to move calls between you devices using the ‘Call Retrieve and Call Director Move’ Feature Access Code
• By Default FAC = *11
• User answers a call on device A
• The user wishes to move the call to device B
• From device B the user dial *11
• The Call is moved to device B

 

Multiple Call Appearance (MCA) is included with SCA 20. Ticking Enable Multiple Call Arrangement will allow each individual appearance to make and receive calls, allowing multiple simultaneous calls from the same number. MCA is useful for Personal/Executive Assistants as it will allow the assistant to make a call on behalf of a directory, without affecting the director’s ability to make calls.
As MCA allows you to make calls from each Shared Device, and a user can have a desktop, tablet and mobile client with 17 hard phones, 20 Simultaneous calls can be made. For this reason, if you are to use this feature then it is important you are using the Fraud Management Tool to monitor call traffic

Speed Dial 8

Allows a User too dial another telephone number by simply dialling a single digit.

Please note, this feature relies on a User remembering the telephone number that they have to dial. However on the 02 March 2018 we launched phone customisation options in the Business Portal which will allow users, using one of our VDM phone profiles, to add speed dials to their IP phones front screen. Please refer to the Business Portal End User Guide for guidance on how to configure and add these speed dials.

Function

Users are able to use the Business Portal to program an assigned single digit (2 through 9) speed dial code to store commonly called numbers. To call the stored number the user simply dial a single digit (2 – 9).

Configuration/Operation

In the Business Portal select the User and navigate to:

• Employees > Features > Contacts > Speed Dial 8
• Click ‘Configure’

 

• To Add or Edit an Entry
• Click on the ‘Phone Number/Sip URI’ Field and enter the required Number.
• Click on the Description field and enter a description.
• Click Save

Adding an entry from the Phone

• Dial the Speed Dial 8 Feature Access Code (Default *74)
• Dial the Speed Dial 8 Location (2 - 9)
• Dial the required Phone Number followed by #
 Example:- *74107711234567#


Speed Dial 100

Description

Allows a User to dial another telephone number by dialling a Speed Prefix Access Code and two digits.

Please note, this feature relies on a User remembering the telephone number that they have to dial. However on the 02 March 2018 we launched phone customisation options in the Business Portal which will allow users, using one of our VDM phone profiles, to add speed dials to their IP phones front screen. Please refer to the Business Portal End User Guide for guidance on how to configure and add these speed dials.

Function

Allows Users to program an assigned two-digit (00 through 99) speed dial code to store commonly called numbers.

To call the stored number the user dials the Speed Dial Prefix Feature access Code (by default this is #) followed by the 2 digits (00 to 99) of the stored numbers location.

Configuration/Operation

In the Business Portal navigate to:
• Employees > Features > Contacts > Speed Dial 100

• Click ‘Configure’

 

• To Add an entry click ‘Add’

• Select the ‘Speed Code’
• The next Available is shown by default but you can select any free code 00 – 99 using the dropdown box
• Enter a description or name for the phone number.
• Enter the phone number
• Click Save.
• To Edit an Existing Entry
• Select the Existing ‘Speed Code’

 

 

• Edit the Entry
• Click Save.
• To Delete an select the tick box to the left of the entry and click ‘Delete
• To delete all entries select the tick box on the left hand side of the header Bar and click delete.

Adding an entry from the Phone

• Dial the Speed Dial 100 Feature Access Code (Default *75)
• Dial the Speed Dial 100 Location (00 - 99)
• Dial the required Phone Number followed by #
 Example:- *750107711234567#

Three Way Calling

Description

Three Way Calling enables a user to make a three-way call with two parties, in which all parties can communicate with each other.

Function

This feature is used to set-up a mini conference call with three parties, allowing all three people to be on the same call, without the need to set-up an external conference call.

Configuration/Operation

There is no configuration necessary for this feature.

To initiate a three-way call while engaged in a regular two-party call, the user presses the Conference button on the IP Phone or soft-phone. Depending on the phone type, this may be a hard key or a soft key. This action immediately places the other caller on Hold and allows the user to dial the other party. Once the other party answers the user simply needs to push the Join soft key and this will set-up the three-way call. To end a conference call, simply push the End soft key.

Each device is different so it is advisable to review the user guide or quick install guide supplied with the device to understand the exact operation.

Toolbar

Description

The Toolbar User feature is an application that enables a user to control calls and turn WHC features on or off from the application within Outlook, Internet Explorer or Firefox, saving them the need to log into the Configuration Portal (Business Portal). With the Toolbar, users have access to the main functionality of the service and can control this at the click of a button.

The Toolbar can only be installed on Windows PCs and must be used in conjunction with Internet Explorer 7 or later or Firefox Version 3, 10 or 11. The Toolbar will also integrate with Microsoft Outlook if installed.

Function

The Toolbar enables a user to control calls and turn features on or off from the Toolbar in Outlook, Internet Explorer or Firefox, saving them the need to log into a portal. With the Toolbar users have access to some of the main functionality of the service and can control this at the click of a button, this includes:

• Anonymous Call Rejection
• Call forwarding – Always, No Answer, Busy
• Do Not Disturb
• Comm Pilot Express
• External Calling ID Delivery
• Internal Calling ID Delivery
• Simultaneous Ringing
• Outgoing Call Control – Automatic Call Back, Calling Line ID Delivery Blocking
• Call Control – Call Director, Call Waiting, Remote Office

UC Business inc Skype for Business Plug in

Description

UC Business provides the following functionality:
• Desktop softphone application enabling:
Voice and Video Calling – using inbuilt softphone or via hard- phone
Call Centre Agent Login – when agent is assigned to an ACD
• Instant Messaging and Presence (IM&P) from the provided applications
• Microsoft Skype for Business Plug-In

Inbuilt within the applications are some basic feature control which can be used to control the following features whilst away from the Business Portal:

• Call Director

• Remote Office
• Call Forwarding
• Do Not Disturb
• Hide Number
• Outgoing Call (Wi-Fi or Carrier) (only available on the Smartphone and tablet clients)
• Simultaneous Ring Personal
• Call Centre Agent Login (only available on the Desktop client)

Function
UC Business provides the User with a Desktop PC installed softphone application that can be used instead of a physical hard phone. A user simply needs a headset connected to the PC to be able to hear audio as well deliver audio to the recipient. All call functions and controls are initiated within the application from the PC. Additionally UC Business enables all Users with the client to Instant Messaging each other using the Chat function, and their presence status will update when they are I a call.

Alternatively, UC Business enables a User to use this PC installed softphone application alongside a physical hard phone. Using the preferences in the application, outbound calling can switch between using the softphone or the physical hard phone. Where the application uses the hard phone, it initiates the call to the phone and takes the phone of hook via the speakerphone. If a suitable headset is plugged into the hard phone with an Electronic Hook Switch cable, then the outbound call will be sent directly to the headset. As this is deployed as a Shared device, using the Shared Call Appearance 5 feature, it uses the Users single business number to make and receive calls. Additionally UC Business enables all Users with the client to Instant Message each other using the Chat function, and their presence status will update when they are on a call.

UC Office Skype for Business enables a User to use this PC installed softphone application plug-in instead of a physical hard phone. A user simply needs a headset connected to the PC to be able to hear audio as well deliver audio to the recipient. All call functions and controls are initiated within the Skype for Business application, or the plug-in can be used. UC Office Desktop and Skype for Business cannot be used together, only one can be used. When the Skype for Business Application is used, all Instant Messaging functionality is turned off as the Microsoft client controls that. Presence is included though and will update the Microsoft client with availability.

Alternatively, UC Office Skype for Business enables a User to use this PC installed softphone application plug-in alongside a physical hard phone. Using the preferences in the application, outbound calling can switch between using Skype for Business via the softphone or Skype for Business can initiate calls on the physical hard phone. Where the application uses the hard phone, it initiates the call to the phone and takes the phone of hook via the speakerphone. If a suitable headset is plugged into the hard phone with an Electronic Hook Switch cable, then the outbound call will be sent directly to the headset. As this is deployed as a Shared device, using the Shared Call Appearance 5 feature, it uses the Users single business number to make and receive calls. When the Skype for Business Application is used, all Instant Messaging functionality is turned off as the Microsoft client controls that. Presence is included though and will update the Microsoft client with availability.

For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the app.

UC Team inc My Room and Skype for Business Plug in

Description

UC Team provides the following functionality:

• Desktop softphone application enabling:
 Voice and Video Calling – using inbuilt softphone or via hard- phone
 Call Centre Agent Login – when agent is assigned to an ACD
• Instant Messaging and Presence (IM&P) from the provided applications
• Microsoft Skype for Business Plug-In
• Personal Audio Conferencing for up to 8 people
• Personal Web Collaboration and Desktop Sharing (My Room)
Inbuilt within the applications are some basic feature control which can be used to control the following features whilst away from the Business Portal:
• Call Director
• Remote Office
• Call Forwarding
• Do Not Disturb
• Hide Number
• Outgoing Call (Wi-Fi or Carrier) (only available on the Smartphone and tablet clients)
• Simultaneous Ring Personal
• Call Centre Agent Login (only available on the Desktop client)

Function

UC Team provides the User with a Desktop PC installed softphone application that can be used instead of a physical hard phone. A user simply needs a headset connected to the PC to be able to hear audio as well deliver audio to the recipient. All call functions and controls are initiated within the application from the PC. UC Team uses the UC Business functionality to enable all Users with the client to Instant Messaging each other using the Chat function, and their presence status will update when they are I a call. Additionally it provides the User with the ability to share their Desktop on the client, set-up a web-based sharing session, use the Smartphone client, and provides an 8 person audio conferencing facility.

Alternatively, UC Team enables a User to use this PC installed softphone application alongside a physical hard phone. Using the preferences in the application, outbound calling can switch between using the softphone or the physical hard phone. Where the application uses the hard phone, it initiates the call to the phone and takes the phone of hook via the speakerphone. If a suitable headset is plugged into the hard phone with an Electronic Hook Switch cable, then the outbound call will be sent directly to the headset. As this is deployed as a Shared device, using the Shared Call Appearance 5 feature, it uses the Users single business number to make and receive calls. UC Team uses the UC Business functionality to enable all Users with the client to Instant Messaging each other using the Chat function, and their presence status will update when they are I a call. Additionally it provides the User with the ability to share their Desktop on the client, set-up a web-based sharing session, use the Smartphone client, and provides an 8 person audio conferencing facility.

UC Office Skype for Business enables a User to use this PC installed softphone application plug-in instead of a physical hard phone. A user simply needs a headset connected to the PC to be able to hear audio as well deliver audio to the recipient. All call functions and controls are initiated within the Skype for Business application, or the plug-in can be used. UC Office Desktop and Skype for Business cannot be used together, only one can be used. When the Skype for Business Application is used, all Instant Messaging functionality is turned off as the Microsoft client controls that. Presence is included though and will update the Microsoft client with availability.

Alternatively, UC Office Skype for Business enables a User to use this PC installed softphone application plug-in alongside a physical hard phone. Using the preferences in the application, outbound calling can switch between using Skype for Business via the softphone or Skype for Business can initiate calls on the physical hard phone. Where the application uses the hard phone, it initiates the call to the phone and takes the phone of hook via the speakerphone. If a suitable headset is plugged into the hard phone with an Electronic Hook Switch cable, then the outbound call will be sent directly to the headset. As this is deployed as a Shared device, using the Shared Call Appearance 5 feature, it uses the Users single business number to make and receive calls. When the Skype for Business Application is used, all Instant Messaging functionality is turned off as the Microsoft client controls that. Presence is included though and will update the Microsoft client with availability.
For SIPT users, internal calls between PBX users that do not pass through the WHC platform will not go to the app.

User Intercept

Description

Allows a user’s phone number to be taken out of service while providing callers with informative Announcements and alternative routing options.

Function

This is useful for an administrator to use when an employee has left the company and you want to ensure you do not lose the calls.
For SIPT users this feature will not work for internal calls between PBX users that do not pass through the WHC platform.

Configuration/Operation
In the Business Portal, navigate to:
• Employees > Features > Call Control > User Intercept

 

 

 

• Select ‘Configure’

 

• Intercept All Incoming Calls
 This Enables User Intercept
• Play New Telephone Number
 The system will play an announcement containing the phone number configured here.
• Transfer On ‘0’
 Select to allow a caller the option of being transferred to a new number, such as a switchboard operator.
 Configure the number you wish to transfer the incoming call too.

• Use Personal Announcement
 Select and upload a personal announcement rather than using the system default.


Video Calling

Description

Video Calling is available on a limited range of devices allowing video calls to be conducted on desktop phones, tablets, mobile phones, PCs and laptops whether in a meeting room, office or travelling.

Function

Video calling can be used by Users whom both a video capable line device. A User simply selects to add video to an existing call and there is no extra configuration required. Our default Video Calling uses the industry standard H.264 codec and CIF 352 × 288 or QVGA 320 x 240 resolutions.

Configuration/Operation
There is no configuration required video is automatically configured for devices that can support it. Please refer to the Product handbook for video capable devices.

Voice Recording User

Description

Voice Recording User is an add-on User application which will allow a User’s calls to be recorded and stored in a secure cloud environment. The Voice Recording User add-on can be added to all 3 User license types; Functional, Fixed and Mobile.
A Voice Recording User will have their recordings stored for either 30 days or 180 days, depending on what policy has been set-up on the initial order form.

Function
Voice Recording provides a business with a User level recording function and allows calls to be recorded in real-time either proactively or reactively, in accordance with PCI DSS compliance. PCI DSS requirement 3.2 stipulates that card validation codes and values must not be stored other than for transaction authorisation. The call recorder therefore provides the facility to pause and restart recordings using DTMF codes entered by the agent during the call. When credit card data is about to be given the agent keys a code into their handset and the recording pauses. When the credit card details have been completed the agent re-enters the code to restart recording.

SIPT users using "Always" will work for external PSTN calls, but not for internal calls between PBX users that do not pass through the WHC platform. For SIPT users, the other three variants "Always with Pause/Resume", "On Demand", "On Demand with User Initiated Start" are dependent on PBX support as codes may not be passed through to the WHC platform by the PBX (see PBX config guide for details). These variants can however be controlled via the BP.

Configuration/Operation

Voice Recording is turned on/off for Users from the Business Portal by a CP or Company Administrator. Once enabled a User has the ability to configure their recording options and directly access their own recordings. Likewise a Company Administrator has access to these recordings and a lot more functionality.

For guidance on how to download, install, configure and use this application please refer to the following application user guide available on the Document Centre:

https://kb.ic.uk/article/68/voice-recording-application-user-guide-233.html

Voicemail

Description

Provides a user with a personal voicemail service which allows them to listen to their voicemails from any phone, any internet browser or any email client.

Function

Provides the user with the ability to have unanswered calls managed by a voicemail service, allowing the caller to leave a message for the user to pick up when they are free. Alternatively allows a user to have voicemails emailed out to other users as mp3 audio files. See below for further information on the capability of the voicemail feature.

Incoming calls to the user are sent to voicemail once they meet the criteria set by the user from within their voicemail settings page on the Business Portal. The caller is then played a greeting, system or personal, and once they have left a message they can hang up the phone to leave the message. For further options they can press # to access the following options:

• Record the message again – press 1
• Review the message – press 2
• Deposit the message – hang-up the phone
The maximum length for a single voicemail is 5 minutes.
Voicemails are stored on the WHC voicemail server and converted to an mp3 file if forwarded to an email address. Where a voicemail is elected to be sent to an email address, this is as a carbon copy, and the original will stay on the server until deleted by the user. Users can choose to delete messages by either:
• Dial 1571 from a primary device and follow the prompts (detailed below)
• Dial the users number from another device and follow the prompts (detailed below)
• Directly from the Business Portal dashboard
The maximum storage capacity per voicemail box is 30 minutes.
When the User receives a new voicemail, they can be notified by the following means:
• Message Waiting Indicator – by default this is enabled for all IP Phones and will show a flashing red lamp on the IP Phone (device dependent) and will provide a stutter dial-tone if the user picks up the phone. Some IP phones may also display an envelope icon on the handset.
• Business Portal Dashboard – the user’s dashboard will display to total number of Read and Unread voicemails.
• Voicemail-to-email – the user can choose to have the voicemail immediately emailed over as an mp3 file.

For SIPT users, this feature may conflict with a PBX mailbox if also configured as calls may hit the PBX RTNR (ring tone no reply) or Busy condition and will always go to PBX voicemail. If a SIPT user is configured without a PBX mailbox or is using divert services then this feature may be used (see PBX config guide for unified mailbox support details).

Configuration/Operation

If a user has a Fixed or Mobile User license then they will have voicemail as an inclusive feature within their license pack. By default voicemail is turned on once the User is created but the user can choose to turn this off in the Business Portal by navigating to:

• Employee> Feature Settings>Voicemail
• Uncheck the Turn On Voicemail and click Save.

 

Feature settings from the Business Portal
To configure voicemail rules, select from the following:
• Send All Calls To Voicemail – this will put all calls immediately to voicemail
• Send Calls To Voicemail When...:
 Line Is Busy – if the user is busy then the call will be sent to voicemail
 There Is No Answer – if the user does not pickup after the set amount of rings the call will be sent to voicemail
• From the dropdown select the number of rings before greeting commences. (2-20). Please see note below on Answer Confirmation. Please note on some Yealink devices, the number of rings set on the portal is not translating correctly on the device. For example if the setting is set to 3, it is actually taking 7 audible rings. This defect is being addressed with Yealink.
• Greeting:
 System – uses a standard system generated greeting that will be played to callers
 Personal - upload a personal greeting using the Choose file button.
• Voicemail-to-email - Enter an email address/s, followed by the + button, to have voicemails sent as an mp3 to a user’s or a central voicemail box. Please note, only a Company Admin,

 

Feature settings from 1571
A user can access the voicemail feature settings menu from one of the following 3 options:
• By dialling 1571 or using the Message button from any off their Primary or Secondary IP Phones (device dependant)
• By dialling 1571 or using the Message button from the Toolbar or Office UC applications
• By dialling their phone number from any other phone, push the * key, and enter their voicemail pin
When the user accesses their voicemail they will be presented with the following greeting “Welcome to call minder, you have X messages/saved messages, or you have no messages. Main menu, to listen to your messages push 1 or to change your personal options push 2.”
• Push 1 to record a personal greeting
 Push 2 to set the default system greeting
• Push 2 to Access Pin options
 Push 1 to change your pin
 Push 2 for pin entry suppression
 On means you do not need to enter a pin from your WHC device
 Off means you are challenged for a pin from your device
• Push 5 to access Fax settings, where Fax is on.
 Push 1 to leave the fax receipt option on
 Push 2 to turn the fax receipt option on

Accessing Voicemails from 1571
A user can access the voicemail menu from one of the following 3 options:
• By dialling 1571 or using the Message button from any off their Primary or Secondary IP Phones (device dependant)
• By dialling 1571 or using the Message button from the Toolbar or Office UC applications
• By dialling their phone number from any other phone, push the * key, and enter their voicemail pin
When the user accesses their voicemail they will be presented with the following greeting “Welcome to call minder, you have X messages/saved messages, or you have no messages. Main menu, to listen to your messages push 1 or to change your personal options push 2.”
Push 1 to listen your messages where you will hear the following “First new message, message received today at” -- Date and Time:
• Push 1 to the listen to the message again
• Push 2 to Save the message for 30 days
• Push 3 to Delete the message

Accessing Voicemails from the Business Portal

A User logging into the Business Portal will see the following information displayed at the top of their dashboard, advising them on how many Read or Unread messages they have.

 

If the User scrolls down the page of the Dashboard they will see their visual voicemail section which will display their voicemails. Against each voicemail they will see:
• Calling Number – details the calling number that has left the voicemail
• Type – determines if this is a Voicemail or a Fax Message (where enabled)
• Message – choose to play the voicemail through your PC speakers, pause it, stop it and advanced forwards and backwards throughout the message
• Time – date and time stamps of when the voicemail came in
• Duration – displays in seconds the length of the voicemail

 

The user can choose to do the following with the Business Portal audio file:
• Listen to message
• Stop the message
• Pause the message
• Scroll back through the message
• Scroll forward through the message
• Repeat the message
• Delete the message (this will remove the message from the voicemail server)

Accessing Voicemails from Email

If the setting is selected in the feature setting, then voicemails will be sent to a nominated email address/s. The user can choose to do the following with the mp3 audio file:
• Listen to message
• Repeat the message
• Erase the message (this will only erase from the email account)
• Store the message locally or upload to a CRM system
• Forward the message to another email recipient

 

Pin Rules

 

A pin, if set, can prevent unauthorized parties accessing a user’s voicemail from their Primary phone. By default, a user’s voicemail cannot be accessed without a pin if dialling in from a non-registered device.
To set a pin the User has two options:
• Dial 1571 from their registered device and select option 2, and option 2 again.
• From the Business Portal, select My Account Tab, Password to Change dropdown, followed by Voicemail portal pin.
• When setting a pin, the following rules need to be adhered to:
• Pin length – The length of the Passcode must be 4 digits
• Trivial pin –This rule rejects Passcodes that are considered trivial, such as:
• Repeated digits (for example, 11111, or 22222)
• Sequential digits, such as a sequence of more than 2 digits either ascending or descending (for example 1234, 4321)

Pin Aging

The system does not operate a pin aging policy.

Pin Lockout

This feature locks out a user’s voicemail access after 3 unsuccessful login attempts in a row. When locked out the pin must be reset in the Business from the My Account Tab, Password to Change dropdown, followed by Voicemail portal pin.

Answer Confirmation and Voicemail

Answer Confirmation, when enabled against features such as SIM Ring, will ensure that these forwarded calls, which are then not answered, will be returned to the Users WHC voicemail.

However when Answer Confirmation is not turned on, the User has the ability to allow their mobile voicemail to pick up the message. To do this the user needs to ensure the following:
• From the Number Of Rings Before Greeting dropdown, change the number of rings to a minimum of 10. This will ensure the Mobile Voicemail will kick in and take the message before the WHC voicemail kicks in
• Ensure Answer Confirmation is not enabled


Voice Portal (Comm Pilot)

Description

The Voice Portal provides a facility for a Company or Group Administrator to manage Auto Attendant greetings. It also provides Users with a facility to manage CommPilot Express profiles, Flexible Seating Guest and Hot Desking Guest logins, via a central phone number.

Voice Portal should not be confused with Voicemail as it has no interworking (it did on WHC 1.0, but not on WHC 2.0 or WHC 3.0).

Function

The Voice Portal provides a convenient way for Company/Group Administrators and Users to manage some of their features from any phone. To access the Voice Portal menu a user will need to dial the Voice Portal telephone number, provided to them by an Administrator.

For Voice Portal to work, a Company or Site Administrator will have needed to firstly allocate a telephone number to this Site feature in the Business Portal. Once this has been done, the administrator will need to arrange to provide this number to their users. For guidance please refer to the Site Features Guide.

• The Voice Portal allows a User to phone a central IVR function which will allow them to:
• Select and make active a CommPilot profile that has been preconfigured through the Toolbar
• Log in and out of a Hot Desking Host phone, where the User has a Mobile User license and has configured Hot Desking Guest
• Modify their Voice Portal passcode

Configuration/Operation

User (Employee) Voice Portal

 

The Voice Portal feature is accessed by logging onto the Business Portal and navigating to

 

• Employee> Feature Settings>Voice Portal

By default a user dialling into Voice Portal will be challenged to enter a passcode. However this can be turned off so that when a user dials in from their registered WHC device, it will automatically log them in with no passcode challenge. However please note, if this is turned on, a user will not be able to log into the Voice Portal Administration area to change Auto Attendant greetings.

• Check the Automatically Login to Voice Portal When I Call from My Phone box, followed by Save if you do not want the user to enter a passcode.
To access the Voice Portal a user simply need to dial into this via any of the following options:
• Dial Voice Portal extension number from their registered WHC device, IP phone or soft client
• Dial Voice Portal full number from their registered WHC device, IP phone or soft client
• Dial Voice Portal full number from any other device, with this option they will always be challenged for a passcode
Once a user dials into the Voice Portal from their registered device, where auto login has not been enabled, they will presented with a system greeting asking them to:
• Enter their passcode, as supplied on their Welcome email. Please note:
• If anyone has changed the Voicemail portal pin in the users Profile section on Business Portal, from the Password to Change dropdown, then this will replace the passcode on the email. Please note that this will also change the Voicemail pin.
• If the user has forgotten the pin then they can change this on Business Portal under the Profile tab and by changing the passcode for Voicemail portal pin, from the Password to Change dropdown. Please note that this will also change the Voicemail password.
If auto login is enabled then the above steps will not be requested. However, if the user dials in from a non-registered device they will be asked to:
• Enter this extension number, or full number if Aliase has been turned on in the Business Portal
• Enter their passcode
• Once authenticated, the user will then be asked to do the following, providing the Administrator has retained the ‘Voice Portal Wizard’ option when setting up the Voice Portal:
• Create a new passcode
Once a user passes security, they are presented with various options covering the following features:

• Push 2 to change CommPilot express profile, where the user has Toolbar and has set this up.
• Push 3 to change Call Forward Always profile:
• Push 7 to access the Flexible Seating or Hot Desking (hoteling) service.
• Push 9 to exit the Voice Portal
• Push # to repeat the options
Administrator Voice Portal
Anyone can change the Auto Attendant if they have been provided with the Voice Portal password. To enter the Voice Portal administrator area the user should dial the Voice Portal number from:
• A registered WHC device, but the Auto Login from phone option must be turned off against the User, and they will need to push the * key.
• Any device phone device

They then need to:
• Enter the extension number of the Voice Portal (not the users extension number)
• Enter the Voice Portal password (set against the Voice Portal Site feature) followed by the # key.
Once a user passes security, they are presented with the following options:

• Push 1 to change Auto Attendant greeting:
• Push 1 to change Business Hours greeting
• Push 1 to record a new announcement
• Push 2 to listen to the current announcement
• Push 3 to default back to the system announcement
• Push 2 to change After Hours greeting
• Push 1 to record a new announcement
• Push 2 to listen to the current announcement
• Push 3 to default back to the system announcement
• Push 2 to change the Voice Portal greeting that users will hear when they dial into the Voice Portal (referred to as Branding Configuration menu)
• Push 1 to change Voice Portal greeting
• Push 1 to record new greeting
• Push 2 to listen to current greeting
• Push 3 to revert to default system greeting
• Push 8 to change the Voice Portal administrator password

 

 

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