Features

What you will learn:

• Call Center
  • Agent Status
  • Configure an Agent
• Conference
  • Conference Dashboard
  • Active Conference
  • Conference Settings
  • Conference Profiles
• Call Recording
• Greeting Manager
  • Add mailbox greetings
  • Download or Delete a Greeting
• Notifications

Call Center

Call Center capabilities are an add-on to the core unified communications service. When logging into the portal, the Call Center menu option is present on the left hand navigation bar if you have purchased the Call Center service.

Agent Status

An Agent represents a person. The Agent can then be assigned one or more phones or phone registrations. This allows you to have an Agent receive more than one call, or to receive calls on different devices.
To view the list of agents, navigate to Feature > Call Center > Agent Setup.

Configure an Agent

To configure an agent and determine what features and capabilities the agent may do, select the appropriate choice from the dropdown menu that appears beside each agent.

Conference

Conference Dashboard

ConnectMeVoice offers an optional audio conference bridge. If you have purchased this feature you can access and manage the bridge from a VoIP Phone with a direct dial extension, and from an outside line using a phone number. The bridge includes call recording, access code protection and an optional caller announce.

If you have a conference bridge set up on your account, any user on the account can dial in internally to the conference call using the extension assigned to that bridge (for example ext. 3000) and use the member pin. When you invite outside callers to a conference call, have them dial into the Conference Bridge phone number, and give them the member pin. As each member joins, they will not be able to hear each other until the moderator joins with their moderator pin. If you want everyone to hear each other as they join in to the call, then the moderator pin should be the same as the member pin.

If you have more than one Conference Bridge, then you will have an extension/phone number for each; and each bridge will have its own member pin and moderator pin.

To view the conference dashboard, navigate to Feature > Conference > Dashboard – Conference.

Active Conference

For the Active Conference, select the extension from the dropdown menu.

Conference Settings

Conference Settings allows you to customize various features within your meeting. You may change pins for members and moderators and select whether you’d like names announced within the Conference Settings.

Conference Profiles

ConnectMeVoice provides the option of creating a conference profile.

To view the list of conference profile, navigate to Feature > Conference > Audio > Profile

Add a new Profiles

1. Click the +Add New button on the top right corner. A new window will appear.
2. Enter the required information in the following fields:
   • Set profile name.
   • Select the required option from Music on Hold Option and Alone Music Option drop down menu.
3. Click Save

Edit or Delete an existing Profiles

You may also modify or delete a profile by selecting it and clicking the edit or delete icon next to it.

Call Recording

The call recording feature allows you to record any call and then listen to previously missed conference calls. Call recording is an optional feature.

To view the list of call recordings, navigate to Feature > Call Recordings

Greeting Manager

“Greetings” are what the caller hears when they dial your service. You can either record your greetings over the phone or use the portal to upload one.

To view the list of greetings, navigate to Feature > Greetings

Add mailbox greetings

The Greeting Manager allows users to upload new or updated greeting files to your extension. Additionally, you can preview the greeting by clicking the play sound button.

To add a new greeting:

1. Click the +Add New button. A new Add Mailbox Greetings pop-up will appear.
2. Select the appropriate greeting type from the drop-down menu, browse for and select your file.
3. Click Save.

NOTE: Only files in the.wav or.mp3 format can be used to upload greetings to the Portal.

Download or Delete a Greeting

You may also download or delete a greeting by selecting it and clicking the download or delete icon next to it.

Notifications

A notification is an email or text message alert that sends a reminder to the user whenever a new communication (email, voicemail, fax, or text) arrives in inbox.

To view the list of notification configured, navigate to Feature > Notification

Add Notifications

To add a new notification

1. 1. Navigate to Features > Notification.
   2. Click the + Add New button on the top left corner. A new window will appear.

To activate a notification of your choice:

1. Click the desired checkbox to setup your notification preference.
2. Click Save.