Creating a New Voice Mailbox

General Settings

1. Click on the Services tab.
2. Click on Mailboxes.
3. Click on New Mailbox.
4. In the Mailbox Number field, type a 3-5 digit number to be used for the new mailbox. This number is typically the same number used for the user's extension number.
5. In the Name (for Directory) field, type the user's full name. The name typed here will also appear in the company directory.

6. In the Password field, type the same number that you typed in the Mailbox Number field. Using the mailbox number as the password will ensure that the user will hear the voicemail setup wizard the first time they access their voicemail. At that time, the user will be prompted to change their password.

 

Recordings & Greeting

Recording Greetings on the New Mailbox Page

1. Type the user's name or extension number in the field at the top of the Recordings & Greeting area.
2. Click on the Record button next to the type of message you wish to record (Unavailable Message, Busy Message or Your Name).
3. The user's extension will ring. When the call is answered, the user will be guided through the recording process.

 

Uploading an Existing Greeting to the New Mailbox Page

1. Type the user's name or extension number in the field at the top of the Recordings & Greeting area.
2. Click on the Browse button next to the type of message you wish to record (Unavailable Message, Busy Message or Your Name).
3. Navigate to the existing sound file and select it.
4. Click Open.

Playing Greetings on the New Mailbox Page

1. Click on the Play button next to the type of message you wish to hear (Unavailable Message, Busy Message or Your Name).

 

Notifications

1. To have an email message sent each time a voicemail is received, type an email address in the Email to notify field. The audio file will be attached to the email in .wav format.

2. To have a text message sent each time a voicemail is received, type an email address in the SMS email to notify field. (No audio file is attached.)

Advanced Settings

1. Click in the Dial During Announcement check box if you want to give the caller the ability to to dial an extension while the greeting plays (instead of being asked to record a message).
2. Click in the Skip Voicemail Instructions check box if you want give the caller the ability to skip instructions for leaving a message after the user's unavailable message plays.
3. Click in the Announcement Only check box to create an Announcement Box within an auto attendant (for example, "Our FAX number is...") and then do the following:
   1. Record your Busy Greeting message. When a caller listens to your greeting and hears "Press <number> for our FAX number, your Busy Message greeting will play and then the caller is returned to the top of the auto attendant the announcement was selected from.
   2. Map to this mailbox from within an auto attendant.
4. Click in the Hide from Directory check box if you do not want the user's name to appear in the company directory.
5. Select the user's timezone from the Timezone dropdown list.

 

Saving the New Mailbox

1. Click on Save button at the bottom of the New Mailbox screen.

 

PBX Info

The PBX Info screen shows basic information about the PBX account, such as the PBX context, the On-network Caller ID Name, The number of prepaid Virtual Paths assigned your account, and whether or not international calling is allowed for your account. The Caller ID Name and International calling settings can be changed. On this screen, you also have the ability to create a backup file of your current PBX configuration. This file is saved on your service providers servers in an encrypted format. Your Service Provider will be able to re-create your configuration from this file if this ever becomes necessary.

 

General Info

• Customer Name: This is the name assigned to your account by CTC-Connect.
• PBX Context: This field will primarily be used when provisiong devices to talk to the PBX.
• PBX Pin: This number may be requested by your service provider prior to providing certain information regarding your account or before making changes to your PBX for you.
• Prepaid Paths: This Field displays the amount of prepaid paths that are on your account.
• On-Demand Paths: This field is used to dictate the amount of additional on-demand paths that are available to you account in the event your call volume exceeds the available Prepaid Paths. You are limited to a Maximum of 10 On-demand paths and your account will only be charged if the paths are used. Per the terms with your service provider.

 

PBX Features

• Caller ID Name: This field determines how your Caller ID is Displayed to other parties on your providers network.
• Allow International Calling - If set to "No", then outbound international calls cannot be made from this account.
• Enable Directed Call Pickup? - If enabled, all users of the PBX will be able to dial *8 plus an extension number to answer a call ringing another user's phone.
• Enable Intercom? - If enabled, all users of the PBX will be able to dial *1 + another user's extension to activate the intercom feature of the phone.
• Enable 7 digit dialing? - If enabled, instead of requiring the user to dial 10 digits for local calls, the caller can now dial the number without the area code in the local calling area.
  • Prefix - If 7 digit dialing is enabled, then the local calling area's area-code must be entered here.
• Enable Directory By First Name? If set to yes , Caller's who access the Company directory will be prompted to enter the first 3 letter of the parties First name instead of the default prompt asking for the last name.
• Read Extension Numbers in Directory? If enabled the caller will be given the extension prior to being presented with the dialing options.
• Call Parking Timeout: This determines the amount of time, in seconds, a parked call will stay parked before ringing back to the user who placed the call in the valet. The default setting for this 600 seconds (10 Minutes).

 

Update PBX button

This button is used to save any changes made in this section.

 

Backup PBX

This button saves an encrypted copy of your current PBX configurations to a server on your service providers network.

 

Phone Numbers

Phone Numbers that are assigned to your account are visible in the Phone Numbers section of CTC-Connect. Here, you have the ability to modify the call routing and behavior of incoming calls.

The default view will give you a quick view of the number assigned to your account and how they will be routed if dialed.

To modify the behavior or view more details of a phone number, click either the phone number or the “Edit” link:

Phone Number Details Screen

• Global Caller ID Name - the value of this field will be displayed on the called party's Caller ID display when you make outgoing calls from this phone number. This field is limited to 15 characters including spaces, commas and periods. No other punctuation should be used. Please allow between 7-10 days for changes to this field to take effect.
• Incoming Toll Free Number: This is set by your service provider and dictates if incoming calls are billed.
• Screen for Privacy - one feature of CTC-Connect is to have incoming calls screened for telemarketers or other automatic dialer programs. If “Yes” is selected, then all callers who do not present a caller ID will hear a greeting asking them to enter a caller ID number using the dial pad of their phone. If they do not enter a 10-digit number, they are disconnected.
• Internal Presentation - If you have a need for the caller ID name for incoming calls to be presented differently than the caller has supplied, the settings can be changed here. If any text is entered into the text box, it will be pre-pended to the beginning of the caller ID name that the caller has presented, and displayed to the called party. If the checkbox is checked, then the caller ID name that the caller has presented will be displayed to the customer, otherwise it will not be.
• If Holiday - you have the option to configure specific dates to be holidays, using the “Holidays” module. If a call comes in on a day that is configured as a holiday, the call be be routed based on the rule defined in this field.
• Route To - all incoming calls to this number are routed based on the rule defined by this field.
  • Calls can be routed to a:
    • Extension
    • Phone
    • Mailbox
    • Group
    • Auto Attendant
    • Time Frames setting
    • Conference
    • Queue
    • Outside Phone Number
    • Company Directory
    • Checkmail application
    • Custom Setting
• Hold Music Group: This setting allows you to pick which hold music group to use for this number if you have multiple groups set up. If none are set up the system will use the default music supplied by your service provider.

 

E911

To meet Federal regulations, each phone must have the ability to dial 9-1-1 and be connected to a Public Safety Answering Point (PSAP). When 9-1-1 is dialed, the PSAP must be presented with a callback phone number, and a physical street address. Therefore, each extension entered into the Customer Portal must have an associated E911 address. To associate an E911 address with extensions, first you must enter E911 locations in the E911 module.

Click on "New Location" from the E911 locations list screen. On the New E911 Location screen, you will be asked to enter an address. Enter the geographical street address of your office. If you have multiple locations, you will need to add multiple E911 Locations. Make sure the street address entered is valid, it will be verified by the national E911 system before being accepted. If you enter your address, and receive an error about not being able to verify the address, go to the United States Postal Service's Find a Zip Code utility, enter your address and click Submit. The USPS website will present you with a properly formatted version of the address you entered. Copy and paste that address into the form on the New E911 Location Screen.

After filling in the street address, you must select which phone number to associate this address with. This phone number will be the callback number presented to the emergency personnel when someone dials 9-1-1 from this location. Note that each of your phone numbers can only be used for a single E911 location.

After selecting the phone number, you may optionally associate this new E911 location with any existing extensions, or none if you choose. Click the checkbox next to each extension that will be located at this address.

Before you create this E911 location, you must agree to the E911 Terms of Service in the text box at the bottom of the screen. Click the "I agree to the Terms and Conditions" checkbox, then click "Save". After the E911 Location is added, it will be available in the select menu for "E911 Location" on the Extension screen. You may use this address for any existing extensions or new extensions.

 

Extensions

The Default view will show you all the extensions created on the account and basic information for those extensions. To modify an extension, click on “Extensions”, then click “Edit”:

 

Extension Detail Screen

The Extension Configuration screen shows the settings of your extension and phone. You can modify the mailbox associated with your extension, your E911 information, caller ID and forwarding settings, and other settings. Modifying an Extension

 

Extension Detail

• Name: presented to all users in your organization when you make calls within the PBX system.
• Voice Mailbox: select an existing mailbox to send the caller to if you are unable to answer your phone.
• Outgoing Caller ID: select a phone number to be presented on the Caller ID display of phones you call outside the PBX.
• E911 Location: select the address at which your phone will be located. If the address is not available in the menu, please contact your system administrator for assistance. This is a required field, and if a valid address is not set the extension will no function
• Seconds to ring: This is the amount of time you would like the extension to before following the If not answered rule under Call routing.

 

Routing & Configuration

Routing and configuration is broken down into 3 configuration tabs.

 

Call Routing

How would you like incoming calls to be handled?

• Try First: The system will send all calls to this setting first.
• If Busy: This setting is used to route calls when you phone is Do Not Disturb.
• If Not Answered: This setting is used when you are unable to answer a call or if you use the ignore option on the phone when a call comes in.

If Offline: This is used if the phone is off-line and not peered up to the PBX for any reason.

• • Extensions can be routed to:
    • Extension: Use this when you would like to forward one extension to another.
    • Phone: This is the most common setting to have the extension ring at device on your PBX.
    • Mailbox: Forward all calls directly to the voicemail specified.
    • Group: Enable the extension to ring a group of extensions
    • Auto Attendant: Send calls to the specified Auto Attendant
    • Time Frames setting: Have calls to this extension follow a user define time frame.
    • Conference: Point the a specific Conference Bridge on the PBX
    • Queue: Send calls to a specific Call Center queue if that feature is available on the PBX
    • Outside Phone Number: Route calls to a phone number not on your PBX.
    • Company Directory: Send calls to the company directly.
    • Checkmail application: Send calls to the the Voicemail lobby.
    • Custom Setting: Route to a custom setting set up by your service provider
    • Find me: Handle the call per the rules set under the Find Me tab.

 

Find Me/ Personal Attendant

The Find Me feature attempts to locate you by dialing each of the following locations until you accept or reject the call. The caller is placed on hold until you are found. Once you answer the call, you have the option to accept the call, or reject the call. You also have the option to reject the call and leave a short message for the caller.

• Options 1-5 are where you will set how the caller will be handled. The caller will be presented with the option of continuing to search for you or to leave a message between each option, If selected.
  • The available options are
    • My extension: This will send calls to the try first for this extension.
    • Outside Line: This will forward calls to the number specified.
    • Another Extension: Dials another extension on your PBX.

• Ring each location specifies how long to ring each option before prompting for the next option.
• Checking, records the callers name and announce them to you, before connecting will give you the ability to reject the call when it is answered at a location.
• If you give the caller the option of transferring to voicemail between each location as defined above, and checking is not selected, the caller will cycle through each ot the locations before being sent to voicemail.

• You also have the option of enabling these Find Me Rules all the time or only during specified times. If you choose to set an active time period you will need to specify the hours of operating in the From and To field, If the time frame will be active on Saturday and Sunday and finally what to do when it is outside of the specified times.

Advanced

There are a few advanced options which you may modify:

• Message Waiting Extension - By default, the same as the associated mailbox. The value of this field should be a mailbox number or blank. If a mailbox number is supplied, then the message waiting indicator on the phone is illuminated when a message is waiting in the specified voice mailbox.
• Disallow Dial-by-Extension - if you do not want this extension to be able to be dialed from any of the auto attendants, check this box. It will still be possible to dial this extension by picking up a phone in the PBX and dialing it.
• Disable Call Waiting - If set to Yes, the in-call call waiting tone will be disabled if this extension is a Polycom™ phone. Calls will still ring in and be present visual notification that a call is coming in.
• Disable Missed Call List - If set to Yes, Missed Calls list on the LCD display of the Polycom™ phone will be disabled.
• Enable Buddy List - If set to Yes, the "Buddy" feature will be active for this device if it is a Polycom™ phone.
• Show agent status on LCD display - If set to "Yes", then the phone will display the Visual Queue Indicator on the LCD display of the phone, instead of the default logo. (Only works with Polycom brand phones).
• Dial '#' to transfer - If checked, then the called party can dial # to initiate a blind transfer. This feature is primarily used for Analog Telephone Adapters.

 

Auto Attendant

An auto attended is a recorded greeting and associated menu at which the caller has the ability to select from multiple options to choose how their call is routed. The caller can dial any extension defined for the PBX, as well as a set of options that route to the digits on a phone dial pad. CTC-Connect is not limited to a given number of auto attendants, there can be as many as the customer wishes.

To create an auto attendant, click “Auto Attendants”, then click “New Attendant”:

 

General Setting

• Attendant Name – a short name given to each attendant, just for something to refer to the attendant by within CTC-Connect.
• Attendant Timeout – the amount of time after the greeting is finished playing, before the “Timeout” rule is executed.
• Digit Timeout – the amount of time between key presses before the attendant attempts to connect the user to the extension or option dialed.

 

 

Annoucement

• Record Via Phone: Click the "Record" button to record the Attendant greeting by phone. Click the "Play" button to listen to the current greeting. Your phone will ring and you will be guided through the recording process.
• Upload A File: You may upload a file with your announcement in .mp3 or .wav format. The maximum file size is 10 MB.
• Default Recording: a generic, pre-recorded message is played to the caller.
• Mailbox: Older versions of the system used voice mailbox recordings for the auto attendant greetings. This method is no longer preferred, as there are now easier options available. It is recommended that you use the "Record via Phone" or "Upload a File" options.

 

Button Configuration

To configure the options of the attendant, use the table on the screen to determine which each key of the phone dial pad does. If you wish for any given key to have no function, just leave it to the default setting of “----”. Keys 0 to 9, * (star) and # (pound) refer to the keys on a phone dial pad. The “Timeout” option is executed if the caller does not press any keys in the time defined in the “Attendant Timeout” field above.

 

Time Frames

Time Frame settings are applied by creating the Rules in the Time Frame module, then routing a phone number, extension or other feature to that Time Frame setting. For example, if you wanted calls to your phone number to ring an auto attendant during business hours, but ring a mailbox after hours, you would first create the Time Frame setting. For the “During Hours” option, select the auto attendant. For the “After Hours” setting, select the mailbox. Then go to the settings for the phone number, and select “Time Frame” as the option for the “Route To:” field.

To create a Time Frame setting, click on “Time Frame, then click on “New Time Frame”:

• Time Frame Name - a short name given to each Time Frame setting, just for something to refer to the setting by within CTC-Connect.
• During hours forward call – select how you’d like incoming calls to be routed during normal hours
• After hours forward call – select how you’d like incoming calls to be routed after normal hours

For each day that you’d like timed settings to take effect, check the check box in the first column, then select the start of the business day in the Before Field and end of the business day in the After Field.

• If the entire day is to be considered “after hours”, then check the “All Day” check box along with the Day Checkbox.

 

Groups

A Group is a collection of extensions which are to be rung at the same time by the same call. For example, you may have a customer support department with 4 support representatives. If you want all support phones to ring simultaneously when a caller hits key 2 at your auto attendant, create a Group.

To create a new Group, click on “Groups”, then click on “New Group”:

• Group Name - a short name given to each group, just for something to refer to the group by within CTC-Connect.
• Ring all extensions – if “At the same time” is selected, then all extensions will ring simultaneously. If “Sequentially” is selected, then each extension will ring for “Seconds to Ring”, then the call be be sent to the next extension.
• Seconds to Ring – If ring all is selected this is the number of seconds to ring before the timeout option is executed. If Sequentially is selected this is time that each extension will ring before moving on to the next extension in the list. After the last extension is rung the call the Timeout option is executed.
• Extensions
  • Available Extensions – this lists all extensions defined in the PBX
  • Selected Extensions – to move an extension into this box, highlight the corresponding extension in the “Available Extensions” box, and click the “Add” button. To remove the extension, highlight it and click “Remove”. If sequentially is selected under "Ring All Extensions" this is also the order the extension appear in the list will dictate the order they ring when calls come in. An extensions position in the list can be changed by clicking the extension and using the "Up" and "Down" buttons.
• After ringing Group forward call – if none of the extensions answer the call in the time defined in the “Seconds to Ring” field, the call is routed in the manner defined by this field.
  • This option should be set or the caller will be disconnected.

 

Conference Bridge

To create a new Conference Bridge room, click “New Conference”:

• Conference Name - a short name given to each conference room, just for something to refer to the conference room by within CTC-Connect
• Password – the password that will be required for a caller to enter the conference room
• Enable Music On Hold – if checked, then music will play when there is only one participant in the conference room.
• Play Enter/Exit Sounds – if checked, a sound will play each time a participant enters or exits the conference room.
• Announce Attendee Count – if checked, then each participant will be told the number of existing participants when entering.

 

Listen Live

Listen Live is the ability to listen to another user's calls from your own phone. Barge is the ability to listen to another user's calls, and be able to speak with them as well.

 

• Listen Live Settings - This determines if Listen Live is enabled, and if so, which features are enabled:
  • Off - Listen Live and Barge are disabled
  • Listen Live Only - Users may listen in on a conversation, but not speak to either party
  • Barge Only - Users may listen in on a conversation, and speak to the party whose extension number was dialed
• Listen Live and Barge - Users may use either of the above features

• Password - In order to use this feature, you will be prompted for a password after you dial. Enter a number with at least 3 digits into this field to set the password.

• Users who can use this feature - This determines which user extensions may use the Listen Live feature.
  • Select extensions in the left box and click the "Add" button. The selected extensions will be moved to the right box. All extensions listed in the right box will be able to use the Listen Live and Barge features, as long as they enter the password above.
    • If a user attempts to use either feature from an extension that is not listed in the right box, they will receive an error message, even if they know the password.

• Users that may be listened to - This determines which user extensions may be listened to or barged on by authorized users. Check the check box of any extension that you'd like authorized users to be able to listen to. If the check box is not checked, no users will be able to listen in on calls to or from that extension.

 

Holidays

To define a new Holiday click on “New Holiday”.

• Name - Enter a name for the holiday
• Date - select the date for the holiday

Then click “Add Holiday”.

For more information on Holidays, please see the section Phone Numbers, above.

 

Hold Music

The system allows you to upload your own hold music, or professionally recorded commercial recordings.

To create a new Hold Music Group, click on “Hold Music”, then click “New Group”:

• Name - Please provide a name for the group of tracks (recordings/music).

• Use for outbound calling? - To use this Hold Music Group for all outbound calls, select "Yes". The system uses only one single Hold Music Group for outbound calling.

• Save and Add Tracks - To add tracks to the Group, click "Save & Add Tracks". You will then be able to browse for the .mp3 file you wish to upload.

• Save - Click save if want to save the current group without adding any tracks.

Please note that tracks must be in .mp3 format, the maximum quota for Music On Hold is 60MB, and each track must be no larger than 10MB.

 

Call Blocking

The system allows you to block given phone numbers from inbound and/or outbound calling.

To create a new Call Block, click on “Call Blocking”, then click “New Call Block”:

• Phone Number – the phone number to be blocked, either for incoming or outgoing calls

• Direction – defines whether we’re blocking this number from making inbound or outbound calls

• Play – if we’re creating an outbound call block, then we need to select what we want the caller to hear when they attempt to call this number. They can either hear a busy signal, or a generic, pre-recorded message stating that the number has been blocked.

• Comment – optional, perhaps a reason why this number is being blocked, who the number belongs to, or other general information about the call block.