1Introduction 5
1.1The Purpose of this Document 5
1.2Features 5
1.3Workflows 5
2User Enrollment 6
3User Switch 9
4Reports 10
4.1Report Types 10
4.2View Reports 10
5Alerts 12
6Bulk Dialer 14
7Call Recording 17
7.1Call Recording Groups 17
7.2Record Inbox 18
7.3Record Groups and Numbers Association 19
8Classes of Service 21
8.1Add Class of Service 21
8.2Class of Service Exceptions 22
9Conferences 24
10Destination Features 27
10.1Location of the Destination Feature Setting 27
10.2Selecting a Destination Feature 27
11Dial by Name 30
11.1System Rules for Matching Names 30
11.2Dial By Name Configuration 30
12Feature Codes 32
12.1Default Feature Codes 32
12.2Add Feature Codes 32
12.3Export Feature Codes 34
12.4Import Feature Codes 34
13Feature Prefixes 36
13.1Purposes of Feature Prefix 36
13.2Add Feature Prefix 37
14Hunt Groups 39
14.1Types of Hunt Groups 39
14.2Add Hunt Groups 39
15IVR Menus 43
15.1Add New IVR Menu 43
16Mailboxes 46
16.1Add New and Modify Mailboxes 46
16.2Mailbox Statistics 47
17Numbers 48
17.1Add New Telephone Numbers 48
17.2Determine Call Destination 50
17.3Number Routing 50
18.1New Pattern Menus 52
18.2Add New Pattern 52
18.3Export Patterns 53
18.4Import Patterns 54
19People 55
19.1Add New Person 55
19.2Switch Person 56
20Page Groups 57
20.1New Page Groups 57
20.2Page Group Destinations 58
21Pickup Groups 60
22Provisioning 61
22.1New Provisioning Template 61
22.2Copy a Template 61
23Queues 63
23.1Adding a Queue 63
23.2Adding Destinations to a Queue 65
23.3Add a Mechanism to Log In and Out of Queues 67
24Remote Access 68
25Sound Files 71
25.1Create or Modify Sound Files 71
25.2Call to Record 71
26Speed Dials 73
26.1Create a Shared Speed Dial 73
26.2Export Speed Dials 74
26.3Import Speed Dials 74
27Telephone Lines 75
27.1Add a New Telephone Line 75
27.2View Call History 79
27.3Set the Emergency Address 80
27.4Display Missed Calls 80
28Times and Dates 82
28.1Create a New Time Group 82
28.2Add a Time Period 83
29Virtual Telephones 85
30Web URLs 86
30.1Call Flow 86
30.2Fields 86
30.3Create and Modify Web URL 88
31Workflows 90
31.1Allowing Numbers to be Toggled Separately 90
31.1.1Overview 90
31.1.2Associate the Number Menu Feature with a Code 90
31.1.3Toggle the Destination of a Phone Line Using the Code 91
31.2Allowing Users to Toggle the Routing of Numbers Using Their Handsets 91
31.2.1Overview 91
31.2.2Associate the Set Numbers Routing: Weekends Feature With a Code 92
31.2.3Add a Time Route to All Numbers to be Routed with this Feature 92
31.2.4Associate the Set Numbers Routing: Normal Feature with a Code 93
31.2.5Use the Codes to Change the Routing of the Selected Phone Lines 93
31.3Connecting an Incoming Call to a Queue via Tiered IVR Menus 94
31.3.1Overview 94
31.3.2Create and Configure a Queue 94
31.3.3Create and Configure a Secondary IVR Menu 95
31.3.4Create and Configure a Primary IVR Menu 97
31.3.5Select a Phone Number and Connect It to the Primary IVR Menu 97
31.4Connecting an Incoming Call to a Hunt Group that Terminates in a Mailbox via Tiered IVR Menus 98
31.4.1Overview 98
31.4.2Define and Configure the Destination Mailbox 99
31.4.3Create and Configure a Hunt Group 99
31.4.4Create a Tiered IVR 100
31.4.5Direct a Secondary IVR Option to the Hunt Group 100
31.4.6Select a Phone Number and Direct it to the Primary IVR Menu 101
31.5Connecting an Incoming Call to a Telephone Line, Then to a Hunt Group That Terminates in a Mailbox 101
31.5.1Overview 101
31.5.2Define and Configure the Destination Mailbox 101
31.5.3Create and Configure a Hunt Group 102
31.5.4Direct an Incoming Telephone Line to the Hunt Group 102
31.6Enswitch per-Telephone Provision Setting 102
31.6.1Overview 103
31.6.2Configure the Telephone with Handset Information 103
31.6.3Configure the Handset with the Enswitch URL 103
31.7Integrating with Queue Statistics 103
31.7.1Overview 103
31.7.2Configure Queue Statistics 104
31.7.3Export Queue Statistics 104
31.8RDNIS Voicemail Configuration 105
31.8.1Overview 105
31.8.2Create a Mailbox for an RDNIS-Formatted Forwarded Call 105
31.8.3Assign a Number that Connects All Calls to Voicemail 106
31.9Creating a Hosted Recording Service 106
31.9.1Overview 106
31.9.2Adding a New Group 106
31.9.3Setting Recording Parameters 107
31.9.4Associate the Record Group with a Telephone Line 108
31.9.5Reviewing Recordings 109
Appendix ATelephone Models 111