Enswitch Administrator Guide

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

18Pattern Menus 52

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

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