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