Enswitch Administrator Guide Enswitch Release 10

Changes in This Release 3

1Introduction 4

1.1The Purpose of this Document 4

1.2Features 4

1.3Workflows 4

2User Enrollment 5

3User Switch 8

4Reports 9

4.1Report Types 9

4.2View Reports 10

5Alerts 11

6Bulk Dialer 14

7Call Recording 17

7.1Call Recording Groups 17

7.2Record Inbox 18

7.3Record Groups and Numbers Association 20

8Classes of Service 22

8.1Add Class of Service 22

8.2Class of Service Exceptions 23

9Conferences 25

10Destination Features 28

10.1Location of the Destination Feature Setting 28

10.2Selecting a Destination Feature 28

11Dial by Name 31

11.1System Rules for Matching Names 31

11.2Dial By Name Configuration 32

12Feature Codes 34

12.1Default Feature Codes 34

12.2Add Feature Codes 34

12.3Export Feature Codes 37

12.4Import Feature Codes 37

13Feature Prefixes 38

13.1Purposes of Feature Prefix 38

13.2Add Feature Prefix 39

14Hunt Groups 41

14.1Types of Hunt Groups 41

14.2Add Hunt Groups 42

15IVR Menus 45

15.1Add New IVR Menu 45

16Mailboxes 48

16.1Add New and Modify Mailboxes 48

16.2Mailbox Statistics 50

17Music 52

18Numbers 54

18.1Add New Telephone Numbers 54

18.2Number Routing 56

19Pattern Menus 58

19.1New Pattern Menus 58

19.2Add New Pattern 59

19.3Export Patterns 60

19.4Import Patterns 60

20People 62

20.1Add New Person 62

20.2Switch Person 64

21Page Groups 65

21.1New Page Groups 65

21.2Page Group Destinations 66

22Pickup Groups 68

23Provisioning 69

23.1New Provisioning Template 69

23.2Copy a Template 70

24Queues 71

24.1Adding a Queue 71

24.2Adding Destinations to a Queue 73

24.3Add a Mechanism to Log In and Out of Queues 74

25Remote Access 75

26Sound Files 78

26.1Create or Modify Sound Files 78

26.2Call to Record 79

27Speed Dials 80

27.1Create a Shared Speed Dial 80

27.2Export Speed Dials 81

27.3Import Speed Dials 81

28Telephone Lines 83

28.1Add a New Telephone Line 83

28.2View Call History 88

28.3Set the Emergency Address 89

28.4Display Missed Calls 90

29Times and Dates 91

29.1Create a New Time Group 91

29.2Add a Time Period 93

30Virtual Telephones 94

31Web URLs 96

31.1Call Flow 96

31.2Fields 96

31.3Create and Modify Web URL 98

32Workflows 100

32.1Allowing Numbers to be Toggled Separately 100

32.1.1Overview 100

32.1.2Associate the Number Menu Feature with a Code 100

32.1.3Toggle the Destination of a Phone Line Using the Code 101

32.2Allowing Users to Toggle the Routing of Numbers Using Their Handsets 102

32.2.1Overview 102

32.2.2Associate the Set Numbers Routing: Weekends Feature With a Code 102

32.2.3Add a Time Route to All Numbers to be Routed with this Feature 103

32.2.4Associate the Set Numbers Routing: Normal Feature with a Code 104

32.2.5Use the Codes to Change the Routing of the Selected Phone Lines 104

32.3Connecting an Incoming Call to a Queue via Tiered IVR Menus 104

32.3.1Overview 105

32.3.2Create and Configure a Queue 105

32.3.3Create and Configure a Secondary IVR Menu 107

32.3.4Create and Configure a Primary IVR Menu 107

32.3.5Select a Phone Number and Connect It to the Primary IVR Menu 108

32.4Connecting an Incoming Call to a Hunt Group that Terminates in a Mailbox via Tiered IVR Menus 109

32.4.1Overview 109

32.4.2Define and Configure the Destination Mailbox 110

32.4.3Create and Configure a Hunt Group 110

32.4.4Create a Tiered IVR 112

32.4.5Direct a Secondary IVR Option to the Hunt Group 112

32.4.6Select a Phone Number and Direct it to the Primary IVR Menu 112

32.5Connecting an Incoming Call to a Telephone Line, Then to a Hunt Group That Terminates in a Mailbox 112

32.5.1Overview 113

32.5.2Define and Configure the Destination Mailbox 113

32.5.3Create and Configure a Hunt Group 113

32.5.4Direct an Incoming Telephone Line to the Hunt Group 113

32.6Enswitch per-Telephone Provision Setting 114

32.6.1Overview 114

32.6.2Configure the Telephone with Handset Information 115

32.6.3Configure the Handset with the Enswitch URL 115

32.7Integrating with Queue Statistics 115

32.7.1Overview 115

32.7.2Configure Queue Statistics 116

32.7.3Export Queue Statistics 116

32.8RDNIS Voicemail Configuration 117

32.8.1Overview 117

32.8.2Create a Mailbox for an RDNIS-Formatted Forwarded Call 117

32.8.3Assign a Number that Connects All Calls to Voicemail 118

32.9Creating a Hosted Recording Service 119

32.9.1Overview 119

32.9.2Adding a New Group 119

32.9.3Setting Recording Parameters 120

32.9.4Associate the Record Group with a Telephone Line 122

32.9.5Reviewing Recordings 122

Telephone Models 125