itelecenter online user guide · 2015. 10. 27. · • enter [4] in the itelecenter main menu to...

Version 23October 2015© COANetwork 2015

iTeleCenterOnline User Guide

© 2015 COA Network - Page 1

PHONE INTERFACEAccessing your iTeleCenter[1] Dial your iTeleCenter Number.[2] When you hear your greeting begin, enter [*].[3] Enter your personal passcode when prompted.

Retrieving Your Messages

To get your Messages and Faxes:• Enter [1] in the Main Menu.• Enter [1] to Play New Messages.• Enter [2] to Play Saved Messages.• Enter [3] to Retrieve New Faxes.• Enter [4] to Retrieve Saved Faxes.• Enter [9] to Recover Deleted Messages.

When you play a message you have the following options available to you:

[1] Replay: This will allow you to replay the current message.[2] Save: This will store your message in your Inbox.[3] Delete: This will erase the current message.[4] Reply: This allows you to respond to the message if it was sent by another user from within their iTel-

eCenter.[5] Forward: This allows you to forward the message to another subscriber. You will be prompted for com-

ments and then the iTeleCenter number or broadcast list to which you want to forward the message.[6] Caller ID: This allows you to receive the phone number of the person who left you the message.[7] Direct Call: This allows you to call back the person who has left you the message.[8] Rewind: This will rewind the message approximately 5 seconds.[9] Fast Forward: This will forward the message approximately 5 seconds.[#] Skip Message: This will skip the message and leave the status of the message unchanged.

When you retrieve a fax you have the following options available to you:

[1] Deliver: This will allow your fax to be delivered to you. You will need to enter a fax number.[2] Replay: This will allow you to replay the attached voice message. [If there is one.][3] Save: This will store your fax in your Inbox.[4] Delete: This will erase the fax.[5] Reply: This allows you to respond to the fax if it was sent by another iTeleCenter user.[6] Forward: This allows you to forward the fax to another subscriber. You will be prompted for comments

and then the iTeleCenter number or broadcast list to which you want to forward the fax.[7] Caller ID: This allows you to receive the phone number of the person who left you the fax.[8] Rewind: This will rewind the attached voice message approximately 5 seconds. [If there is one.][9] Fast Forward: This will forward the attached voice message approximately 5 seconds. [If there is one.][#] Skip Fax: This will skip the fax and leave the status of the fax (New or Saved) unchanged.

• You may save messages and faxes for up to 60 days.• You can recover deleted messages and faxes that were received within the previous 60 days.• You may bypass the date/time header by pressing the # key.

Helpful Hints 1. Enter [*] at anytime to return to the

previous menu. 2. Toll Saver feature. If you call your

iTeleCenter and hear two “quick” rings before your greeting plays, you have no new messages. If you hear one “quick ring” you have messages waiting.

3. You may skip the prompts if you know that option you need in a menu and se-lect it immediately.

4. Callers can enter [#] at anytime dur-ing your greeting to leave a message without having to listen to your entire greeting.


Standard Greeting

To listen to your current greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [1] in the Greetings Menu to manage your Standard Greeting.• Enter [1] in the Standard Greeting Menu to listen to your Standard

Greeting.

To record your own greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [1] in the Greetings Menu to manage your Standard Greeting.• Enter [2] in the Standard Greeting Menu to record your Standard Greeting.

• If you already have a greeting, the system prompts you to keep the greeting for future use. Press 1 for Yes to save the greeting. Press 2 for No, don’t save the existing greeting.

• Press any key to begin recording your greeting and then enter [#] when you’ve finished recording.• Rerecord the greeting if necessary or enter [1] to save the greeting.If the company or organization you are with has setup prerecorded greetings, follow the directions below to preview or download the greeting of your choice. You can also download a greeting from another subscriber’s iTeleCenter.

To download a prerecorded standard greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [1] in the Greetings Menu to manage your Standard Greeting.• Enter [3] in the Standard Greeting Menu download a prerecorded Standard Greeting.• Enter the 4 digit greeting code for the greeting you want to download or preview, enter the iTeleCenter

number of the person that has the greeting you want or enter [#] to hear a listing of greetings available to you for download.

• Follow the prompts to preview and or download the greeting.

Follow the directions below if you would like to personalize a prerecorded stan-dard greeting by adding an introduction or closing greeting.

To add or delete an introduction or closing to a greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [1] in the Greetings Menu to manage your Standard Greeting.• Enter [4] in the Standard Greeting Main Menu to Manage your Introduction or Closing.• To add or delete an introduction to your greeting enter [1]. To add or delete a closing to your greeting

enter [2].

Follow the directions below if you want to download a previously recorded stan-dard personal greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [1] in the Greetings Menu to manage your Standard Greeting.• Enter [5] in the Standard Greeting Main Menu to download a previously recorded personal Standard

Greeting.• Follow the directions to listen to and download the greeting.


Unavailable Greeting (The Unavailable Greeting will play when the caller is sent to voicemail)

To listen to your current unavailable greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [2] in the Greetings Menu to manage your Unavailable Greeting.• Enter [1] in the Unavailable Greeting Menu to listen to your Unavailable Greeting.• The system will play your current unavailable greeting and it will state the length of the greeting.

To record your own unavailable greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [2] in the Greetings Menu to manage your Unavailable Greeting.• Enter [2] in the Unavailable Greeting Menu to record your Unavailable Greeting.• Press any key to begin recording your greeting and then enter [#] when you’ve finished recording.• Rerecord the greeting if necessary or enter [1] to save the greeting.

After-Hours Greeting (The After Hours Greeting will play if you have business hours set up)

To listen to your current After Hours Greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [3] in the Greetings Menu to manage your After Hours Greeting.• Enter [1] in the After Hours Greeting Menu to listen to your After Hours Greeting.

To record your own After Hours Greeting:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [1] in the Configuration Menu to manage your Greetings.• Enter [3] in the Greetings Menu to manage your After Hours Greeting.• Enter [2] in the After Hours Greeting Menu to record your greeting.• Press any key to begin recording your greeting and then enter [#] when you’ve finished recording.• Rerecord the greeting if necessary or enter [1] to save the greeting.


Dial an Outbound Call• Enter [3] in the iTeleCenter Main Menu to make a call.• To end of your call, simply hang up, or enter [*] twice to place another call.

Call ForwardingWith the Call Forwarding feature of your iTeleCenter your callers can enter [0] at anytime while your greeting is playing to reach you directly. Your iTeleCenter will also prompt your caller to Enter [0] at the end of your greeting if they want to speak with you directly. The system will then ask the caller his/her name, and then the system will then call you at the phone number you have programmed and give you the option to speak with the person directly or send him/her to your voicemail. You will also have the ability to record an on hold message that callers will hear while your iTeleCenter attempts to connect you with your caller.

To set up Call Forwarding:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [6] in the Configuration Menu to program your call forwarding.• Enter [1] to turn Call Forwarding on or enter [2] to turn Call Forwarding off.• Enter [3] to program Priority 1 telephone number.• Enter [4] to program your Priority 1 number time schedule.• Enter [5] to program your custom on hold message.• Enter [6] to play your custom on hold message.

On Hold and Transfer OptionsThere are on hold and transfer call options available for the calls that are forwarded to you.To Place a Caller on Hold, press the # key.They will hear your On Hold selection (whatever music or recorded message you have chosen).Once the Caller is on Hold you will be able to choose from the following menu:• For a Supervised Transfer to another Extension or to an Outside Number, press 1.• For a Blind Transfer to another Extension, or to an Outside Number, press 2.• To transfer the Caller to another Extension’s voicemail, press 3.• To retrieve the call that is currently holding, press the pound key.• To repeat these options, press the star key.A supervised transfer allows you to speak to the person you are transferring the caller to before they are connected. To do this, place the caller on hold (press #), press 1 for supervised transfer, and dial the 3 digit PBX extension or 10 digit outside number. When the person you are calling answers, speak to them briefly, and when finished, simply hang up and the original caller will be connected to them.A blind transfer allows you to transfer the caller without your intervention. To do this, place the caller on hold (press #), press 2 for blind transfer, and dial the 3 digit PBX extension or 10 digit outside number. As soon as you hear ‘the call has been transferred’, you may hang up. The caller will be transferred.There may be a time when after speaking to you, a caller needs to leave a message in another PBX exten-sion’s voicemail. To do this, place the caller on hold (press #), press 3 for transfer to another extension’s voicemail, and dial the 3 digit PBX extension.


Recording CallsYou can record your outbound calls and calls that are forwarded to you from your iTeleCenter. Your recorded calls will be available in your back office for 30 days. The Online Interface section of this manual has informa-tion on how you can access your recorded calls and save recorded calls to your local computer.

To record a call:• After you are connected to the other party on the call, press *7 on your phone to begin recording.• A message will play that states, “This call is now being recorded.”• Press *7 on your phone again to stop recording.NOTE: You can do multiple recordings in a single call.

Sending Messages

To send a message to an individual subscriber:• Enter [2] in the iTeleCenter Main Menu to send a message.• Enter [1] to send a voice message or [2] to send a fax.• Enter [1] to send to an individual subscriber.• Enter the 10 digit iTeleCenter number of the person you want to send a message or fax to.• If you would like to send your message or fax to an additional person enter their 10 digit iTeleCenter num-

ber.• Enter [#] to begin recording and then enter [#] when you are finished recording your message.• Follow directions to edit your message if necessary or enter [1] to send. If you are sending a fax begin

transmission now.

To send a message or fax to your entire organization:With your iTeleCenter you will be able to broadcast a message or fax to your entire organization on our service with a press of a button. At any time you may get a listing of the people that we have registered in your orga-nization by entering [5] in the Broadcast Main Menu and requesting a listing of broadcast list 01.• Enter [2] in the iTeleCenter Main Menu to send a message.• Enter [1] to send a voice message or [2] to send a fax.• Enter [2] to broadcast a message or fax to your entire organization.• Enter [#] to begin recording and then enter [#] when you are finished recording your message.• Follow prompts to edit your message, or enter [1] to send.

To create or modify a broadcast list:You should create broadcast lists if you frequently send messages or faxes to certain groups of people. By cre-ating a broadcast list you can send a message or fax to certain groups of people just by entering the broadcast list you created for that group.• Enter [2] in the iTeleCenter Main Menu to

send a message.• Enter [4] in the Send a Message Menu to

create or modify a broadcast list.• Enter [1] to create a new broadcast list. Fol-

low the prompts to create and add users to your list.

• Enter [2] to modify a broadcast list. Follow the prompts to add or delete users from your list.

• Enter [3] to delete a broadcast list.• Enter [4] to receive a listing of a broadcast

list. Follow the prompts to receive a listing of users on a broadcast list.


ExtensionsYou can add, modify or delete your extensions on your iTeleCenter at anytime. Extensions allow your callers to choose from a menu of options. For example: “Thank you for calling. To hear about our revolutionary new product, press 1. To hear about our incredible business opportunity press 2. Or to receive detailed information via fax press 3.”

Extensions Types:• Message Taking: This type of extension will play a greeting for a caller and prompt the caller to leave a

message.• Greeting Only: This type of extension will only play a greeting for the caller. It will not prompt the caller to

leave a message.• Question & Answer Extension: This type of extension will ask the caller a series of questions and record

their response. This is useful for order taking or surveys.• Fax-On-Demand Extension: This type of extension will play a greeting for the caller and then it will ask the

caller for a fax number to deliver the documents to.

To add a Message Taking Extension:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [4] in the Configuration Menu to program your extension.• Enter the extension number you want to create. You may use any number between 1 and 9999.• Enter [1] to set the extension to be a Message Taking Extension.• Follow the directions to record or download a greeting.

To add a Greeting Only Extension:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [4] in the Configuration Menu to program your extension.• Enter the extension number you want to create. You may use any number between 1 and 9999.• Enter [2] to set the extension to be a Greeting Only Extension.• Follow the directions to record or download a greeting.

To add a Question & Answer Extension:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [4] in the Configuration Menu to program your extension.• Enter the extension number you want to create. You may use any number between 1 and 9999.• Enter [3] to set the extension to be a Question & Answer Extension.• Record an introduction greeting.• Follow the prompts to record each question.

To add a Fax on Demand Extension:You must be calling from a fax machine to create a Fax on Demand Extension.• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [4] in the Configuration Menu to program your extension.• Enter the extension number you want to create. You may use any number between 1 and 9999.• Enter [4] to set the extension to be a Fax on Demand Extension.• Record a greeting that will inform the caller what document he/she has selected. Example “You have cho-

sen the Application and Order Forms.”• Upload your document.


To modify or delete an extension:• Enter [4] in the iTeleCenter Main Menu to modify your configura-

tion.• Enter [4] in the Configuration Menu to program your extension.• Enter the extension number you want to modify or delete. • Follow the directions to modify or delete the extension.

Call Statistics & BillingTo receive call statistics:• Enter [5] in the iTeleCenter Main Menu for call statistics.• Enter [1] in the Call Statistics/Billing Menu to get your call sta-

tistics.• The system will inform you on how many calls you have re-

ceived.

To receive invoice information:• Enter [5] in the iTeleCenter Main Menu for call statistics.• Enter [2] in the Call Statistics/Billing Menu for billing informa-

tion.• Enter [1] in the Billing Menu to find out your account balance.• The system will provide you information on your most recently

processed invoice.

To find out how many minutes you have used:• Enter [5] in the iTeleCenter Main Menu for call statistics.• Enter [2] in the Call Statistics/Billing Main Menu for billing information.• Enter [2] in the Billing Menu to find out how many minutes you have used this month.• The system will inform you on the number of minutes you have used this month.


Changing Your Passcode• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [2] in the Configuration Menu to manage your passcode.• Enter [1] to change your passcode.• Enter a 4 to 6 digit number for your new passcode.• The system will ask you to reenter your passcode for accuracy.

Recording Your NameIt is important to record your name on the system. It is played to other subscribers to verify that they have keyed in the correct iTeleCenter when sending you a message. Please state your name clearly and slowly.• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [3] in the Configuration Menu to record your name.• Record your name.

Message NotificationYour iTeleCenter can notify you by phone, email or text message every time you receive a message. With Phone Notification, your iTeleCenter will call your designated number and allow you to listen to your message. Only Phone Notification can be configured using the phone interface.NOTE: You must use the online interface to set up email and text message notification.

To setup Phone Notification:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [5] in the Configuration Menu to manage your message notification.• Enter [3] in the Message Notification Menu to program your Phone Notification number.• Enter [1] to modify your phone notification number.• Enter your 10 digit telephone number.

To setup your Phone Notification time schedule:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [5] in the Configuration Menu to manage your message notification.• Enter [4] in the Message Notification Menu to program your phone notification time schedule.• Enter [1] to setup the start time.• Enter [2] to setup end time• Enter [3] to setup 24 hour notification.NOTE: If you do not setup a time schedule for message notification, you will be notified of messages with the system default time schedule which is 8:00 AM to 8:00 PM (this is based on your time zone).


Call BlockCall Block allows you to block certain phone numbers or entire area codes from calling your iTeleCenter.

To set up Call Block:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [9] in the Configuration Menu to program your call block list.• Enter [1] to add a number to your call block list.• Enter [2] to delete a number from your call block list.• Enter [3] to hear a listing of your call block list.• Enter [4] to add an area code to your call block list.• Enter [5] to delete an area code from your call block list.• Enter [6] to hear a listing of the area codes in your call block list.

AdTrackerTM

AdTracker is managed through Option [4] of iTeleCenter’s Menu. AdTracker requests that the caller input a unique three-digit code to track responses from advertising. Use different codes in different advertising to track the source of your callers, and monitor the success of your advertising.

To set up AdTracker:• Enter [4] in the iTeleCenter Main Menu to modify your configuration.• Enter [0] in the Configuration Menu to manage AdTracker.• Enter [1] to turn AdTracker on or enter [2] to turn AdTracker off. • Enter [3] to record your AdTracker message.• Enter [4] to play your AdTracker message, and [5] to delete it.


iTeleCenter will ALWAYS prompt you with your available options!


ONLINE INTERFACELogging Into the Online Interface1. Go to www.COASecure.com.2. Enter your iTeleCenter Number or E-mail Address and Passcode, and click the Log In button.

iTeleCenter Online Navigation

The Top Menu appears on every screen with the following options: • Click the Home option to view the iTeleCenter Home page.• Click the Help option to open the Online Help.• Click the Account Management option to manage your billing information for your iTeleCenter account.• Click the Contact Us option to send an email to Customer Service.• Click the Logout option to log out of iTeleCenter Online.• Click the Tech Support option to chat with a Customer Service Representative. If a Customer Service Rep-

resentative is not available, the Email option will be available for you to email a Customer Service Repre-sentative.

The iTeleCenter Online Main Menu has the following options:

• Click the Inbox option to go to the Message Center.

• Click the FaxOut option to go to the FaxOut screen where you can send faxes.

• Click on the Reports option to go to the Reports screen where you can view your Call Reports.

• The Greeting drop-down gives you options to configure your Greetings and set up the business hours (the hours your business is open).

• Click the Standard option in the Greeting drop-down to go to the Standard Greet-ing screen where you can configure your standard greeting (the greeting that plays when your business is open).

• Click the Opening and Closing Greetings option in the Greeting drop-down to go to the Opening and Closing Greetings screen where you can configure these greet-ings (optional).


• Click the Unavailable option in the Greeting drop-down to go to the Unavailable Greeting screen where you can configure your unavailable greeting (the greeting that plays when your caller is sent to voice mail).

• Click the After Hours option in the Greeting drop-down to go to the After Hours Greeting screen where you can set up your business hours and configure your after hours greeting (the greeting that plays when your business is closed).

• Click the Voice Studio option in the Greeting drop-down to go to the Voice Talent screen where you can place an order for a Voice Talent Professional to record a Greeting.

• Click the Extensions option to go to the Extensions screen to configure your Extensions.• Enter a new extension.• Modify an existing extension.• Delete an existing extension.

• The Manage Settings drop-down gives you options to manage your settings.

• Click the Message Notification option in the Manage Settings drop-down to go to the Message Notifications screen where you can configure your Phone Notifications, your Text Notifications and your Email Notifications.

• Click the Call Forwarding option in the Manage Settings drop-down to go to the Call Forwarding screen to configure your Call Forwarding settings.• Turn Call Forwarding On or Off.• Turn Do Not Disturb On or Off.• Enter your Call Forwarding number(s).• Set your Call Forwarding schedule.


• Click the User Settings option on the Manage Settings drop-down to go to the User Settings screen where you can update your settings.• Change your passcode.• Change your time zone.• Edit your display name• Choose if you want to include Hang-up Calls in your Inbox.• Choose the order that messages play on the Phone (Oldest First or Newest First).• Choose if you want to allow Callers to leave a message on the main number.• Choose if you want to allow Callers to leave a message on the main number.

• Click the Mobile App Settings option to un-pair a mobile phone from the Mobile App. Note, this option only displays if you have a mobile phone paired with the mobile app.

• Click the Call Block option on the Manage Settings drop-down to go to the Call Block screen where you can configure your Call Blocks.• Enter your Auto Call Block setting (the maximum times per day (between 1-99) a

number may call your iTeleCenter number).• Turn Auto Call Block On or Off.• Add or delete blocked callers from the blocked callers list.• Add or delete blocked area codes from the blocked area codes list.• Add or delete excluded numbers from the excluded numbers list.

• The Power Tools drop-down gives you options to manage your Ad Tracker Greeting, set up or access a conference bridge line, send voice broadcasts, view broadcasts and manage your broadcast lists.

• Click the Click to Call option in the Power Tools drop-down to go to the Click to Call screen where you get HTML code to paste to insert a Click to Call link on a web page or email signature.

• Click the Ad Tracker option in the Power Tools drop-down to go to the Ad Tracker Greet-ing screen where you can set up your Ad Tracker greeting.

• Click the Conference Bridge option to go to the Conference Bridge screen where you can set up or access a conference bridge line.


• Click the Recorded Calls option to go to the Recorded Calls screen where you can listen to and save your recorded calls.

• Click the New Broadcast option to go to the Voice Broadcast screen where you can send a voice broadcast.

• Click the View Broadcasts option to go to the View Broadcasts screen where you view and listen to sent voice broadcasts.

• Click the Manage Broadcast Lists option to go to the Manage Broadcast Lists screen where you can view, edit and add broadcast lists.

• The Help drop-down gives you options to help you use your iTeleCenter.

• Click the Video Directory option to access links to Help Video Tutorials.

• Click the User Guide option to get the latest version of the iTeleCenter User Guide.

• Click the FAQs option to see answers to frequently asked questions.


Message Center Inbox

The Message Center Inbox allows you to manage your voicemail and faxes.

Available Folders: Message Table Columns: Manage Message Links:Inbox - contains mes-sages that have not been saved or deleted.Saved - contains mes-sages that have been saved.Deleted - contains mes-sages that have been moved to the Deleted folder.

Click this button to permanently delete the messages in the Deleted folder.Sent Faxes - contains faxes that have sent from your iTeleCenter.Missed Calls - contains a list of missed calls with:• Date/time of the call• Phone Number• Reason the call was

missed

Checkbox - allows you to select the message to manage (save or delete). Check the top checkbox (above the messages) to select all the messages for the folder.Type - graphic shows what type of message:

Voicemail

Fax

Text Message - NOTE: Text messages you send will display in your Inbox.

Click this to save a message.From - displays the Caller ID the message is from.

Phone Match (button) - Click this button to open a window with contact information for the phone number the message came from (if available)Received - displays when the message was received.Extension - displays the extension for the message.Size/Length - displays how long the voicemail is. If the Source is a hang up call (no message left by the caller), the amount of time the caller listened to your greeting displays.Listen - displays a Play button for voicemail messages. Click the button to listen to the mes-sage. Displays View for fax and text messages. Click the hyperlink to view to the fax or text message.

Notes (button) - Click the button to enter notes for the message.

Notes (button) - Click the button to review and edit saved notes for the message.Comments (hyperlink) - comment voice mes-sage for forwarded messages. Click the hyper-link to listen to the comment.

Refresh - gets your latest messages.Save Selected - moves the selected messages to the Saved folder.Delete Selected - moves the selected messages to the Deleted folder.

To get your voicemail messages transcribed and emailed to you:1. Click the Activate Voicemail Transcription link in the upper right hand corner above the inbox.2. Click the Activate button in the pop up window that appears.

NOTE: You can cancel voicemail transcription at any time on the User Settings page.

To be able to send SMS Text Messages through your iTeleCenter:1. Click the Activate SMS/Text Messaging link in the upper right hand corner above the inbox.2. Click the Activate button in the pop up window that appears.

NOTE: You can cancel SMS/Text Messaging at any time on the User Settings page.


To send a SMS Text Message through your iTeleCenter:1. Click the Send Text Message link in the upper right hand corner above the inbox.2. Enter the phone number you want to send the text message to.3. Enter the message you want to send in the Message box.4. Click the Submit button.

To search for messages:1. Click the Advanced Search link above the message table.2. Enter/select the parameters you wish to search on.

• Date Range• Caller’s Area Code or Number• Extension the message was left on• Call Type• Ad Tracker Code• Notes entered for the message

3. Click the Search button.

To listen to voicemail messages:1. Click the Inbox, Saved or Deleted Folder to view a listing of your messages.2. Click on the Voicemail icon or Play button to play the voicemail message.

To view fax messages:1. Click the Inbox, Saved or Deleted Folders to view a listing of your faxes.2. Click on the Fax Icon or View link to view the fax.3. The fax will open with a toolbar above it.


Buttons available for faxes:

Generate PDF - Click to generate a PDF of the fax.

Invert Image - Click to invert the fax image.

Last Page - Click to go to the previous page of the fax.

Thumbnails Full Screen - Click to view the thumbnails of the fax within the full screen.

Next Page - Click to go to the next page of the fax.

Thumbnails Left - Click to view thumbnails of the fax in the left panel.

Fit to Width - Click to fit the fax within the width of the window.

Double Page Display - Click for a double page display of the fax.

Fit to Window - Click to fit the fax within the window.

Single Page Display - Click for a single page dis-play of the fax.

Zoom In - Click to zoom in. Full Window - Click to open a full window of the fax.

Zoom Out - Click to zoom out. Zoom Selection - Click to select the area you want to zoom in on.

Rotate Left - Click to rotate the fax image left.

Pan - Click to pan across the fax.

Rotate Right - Click to rotate the fax image right.

Print - Click to print the fax.

To move messages to the Saved Folder:1. Click the Inbox, Saved or Deleted Folder to view a listing of

your messages.2. Click the checkbox(es) to select the message(s) you want

to move to the Saved Folder.3. Click the Save Selected button to move the message(s).NOTE: All iTeleCenter messages are deleted 60 days after receipt of the message regardless of the folder the messages are in.

To save a voicemail message as a .wav file to your local computer:1. Click the Save Icon in the message table for the voicemail. A window will open asking if you want to open

or save the voicemail audio file. Click the Save button.2. A new window will open allowing you to select a destination on your local computer to save the voicemail

audio file. Click the Save button to save the .wav file.


To move messages to the Deleted Folder:1. Click the Inbox, Saved or Deleted Folder to view a listing of

your messages.2. Click the checkbox(es) to select the message(s) you want to

move to the Deleted Folder.3. Click the Delete Selected button to move the message(s).

Call ForwardingThis is the screen where you can specify your Call Forwarding settings and turn this feature on or off. You can update all your settings at once and then click the Save button to save these settings or change just some of your settings.

To turn Call Forwarding On or Off:1. Select the On/Off setting at the top of the screen.

• Select the On option to turn Call Forwarding ON.• Select the Off option to turn Call Forwarding OFF.

2. Click the Save button to save your selection.

To turn Do NOT Disturb On or Off:1. Select the On/Off setting at the top of the screen.

• Select the On option to turn Do NOT Disturb ON. When Do NOT Disturb is on, Call Forwarding will be temporarily halted.

• Select the Off option to turn Do NOT Disturb OFF.2. Click the Save Settings button to save your time setting.NOTE: Your Unavailable Greeting will play when you have “Do Not Disturb” on.

To set up your Call Forwarding options:• When someone calls - Select from the options available in the drop-down:

• Play My Standard Greeting: When selected, the caller will hear the Standard Greeting.• Connect My Caller Directly To Me: When selected, the caller will be forwarded immediately (greeting

will not play).• Prompt callers to - Select from the options available in the drop-down:

• Caller ID Display - Select the number to be displayed for Caller ID when calls are being forwarded to you. If your Calling Plan has “Favorites”, choose the “732-463-6349” option, make 732-463-6349 one of your “Favorites”, and you will not use minutes on your calling plan when you receive forwarded calls from iTeleCenter.

• Record Their Name• No Prompt

• Callers will hear (this is the recording your caller will hear while the system attempts to forward your call) - Select an on-hold music option from the drop-down or upload a Custom music file or message. It will be saved as “Custom” in the drop-down.”• To select the hold music for your iTeleCenter from existing options:

1. Select the music from the Callers will hear drop-down list.You can listen to a music selection by clicking on the speaker button next to the Music on hold drop-down list.

2. Click the Save button to save your selection.


• To upload a music file for your hold music:1. Enter the path for the recording file you wish to upload in the Upload a Custom Recording for my

callers to hear text box or click the Browse button to find the file.2. Select “Custom” from the Callers will hear drop-down.3. Click the Save button to save the uploaded music to the Music on hold drop-down list. It will be

saved in the drop-down list as “Custom”. You may only have one custom recording. Uploading a new custom audio file will overwrite the existing one.NOTE: To ensure the best quality for playback, we recommend one of the following formats: • WAV (8000 Hz, 8 bit, mono CCITT U-Law)• MP3 (256 bit, mono)• WAV (8000 Hz, 8 bit, mono PCM)

• To record an on-hold message on the phone:1. Select “I will record my greeting on the phone” option.2. Click the Save button to save selection.3. Using the Phone, log in to your iTeleCenter and follow these prompts:

• Press 4 to Modify your Configuration• Press 6 to Manage your Call Forwarding• Press 5 to Record your On-hold message

To set up your Call Forwarding numbers and schedule:Follow the directions below to set the number(s) your calls will be forwarded to (in priority order). If the first number is not answered, the second number will be called. Each number listed will be dialed in succession until one is answered. If no call forward number is answered, the caller will be sent to Voicemail.

1. For each priority, enter the telephone number you want your iTeleCenter calls to be forwarded to. You can set the following for each number:Extension: Use this text box if your call is being forwarded to a number with an extension. If there needs to be a delay before the extension is dialed (because of an automated announcement), enter a comma before the extension number for each second you want to delay the dialing of the extension. (,,,123 will pause 3 seconds before dialing extension 123). NOTE: The call is answered when a call is forwarded to an extension, so the call will not forward to the next priority if an extension is called.Call Announcement: To turn call announcement off, uncheck the Call Announcement checkbox. When Call Announcement is off, callers will be connected directly to you when you pick up the phone. To turn call announcement on, check the Call Announcement checkbox. When Call Announcement is on, you will hear the following options prior to accepting the call.

• Press 1 (on the telephone keypad) to accept the call.• Press 2 (on the telephone keypad) to send the call to voicemail.• Press 3 (on the telephone keypad) to replay the caller’s name.• Press 4 (on the telephone keypad) to hear the caller ID #.• Press 5 (on the telephone keypad) to record a short message that the caller will hear before be-

ing sent to voicemail.Call Forwarding Schedule: Select the Start Time with an AM or PM setting. This is the time of day call forwarding will begin. Select the End Time with an AM or PM setting. This is the time of day call forwarding will end. Check the checkboxes for the days of the week that you want call forwarding on for. Uncheck the days you don’t want calls forwarded to you on.


Number of Rings: Enter the number of rings that you would like forwarding to try before calling the next number.

2. Click the Save button to save your entries.

Message NotificationThis is the screen where you can specify your Message Notification settings and turn these features on or off.

To set up Email Notification:1. Enter your email address or addresses.2. Click the On button for the email address to turn on notification for that email address.3. Click the Save button to save the email address.

To set up what you will be notified about:1. Select “Notify me by email when I receive” options.2. Click the Save button to save the selections.

To change your email address for email notification:1. Edit your email address or addresses.2. Click the Save button to save the edits.

What Do I Receive with Email Notification?When you receive a voicemail or fax through Email Notification, the following displays for the message:• Received From - displays who the message is from.• Message Length - displays how long the voicemail is or how many pages the fax is.• Delivered To - displays the number the call was place to.• Received On - displays when the message was received.• Contact Information - personal information for the phone number the message came from (if available).• Message Reference Number• Extension - displays the extension number the call came on.

When you receive a voicemail message through Email Notification, you have the following options:

• Play - Click the link to play the message using your computer’s media player.

• Save - Click the link to move the message to your Saved folder in the Message Center.

• Delete - Click the link to move the message to your Deleted folder in the Message Center.

When you receive a fax through Email Notification, click on the link to view the fax. You will have the same op-tions available as in your Message Center.


To set up Text Notification:To enter your cell phone number for text notification:1. Enter the cell phone number you want the text notifications to be sent to.2. Select your cell phone carrier from the drop down. If you don’t see your cell phone service provider in the

drop-down list, select the “other” option, and enter the domain name for your service provider.3. Click the Save button to save your number.

To set up what you will be notified about:1. Select “Notify me by text when I receive” options.2. Click the Save button to save the selections.

To edit the cell phone for text notification:1. Click the Change Button if you need to change the cell phone number for your text notifications. When the

screen refreshes, enter the cell phone number you want the text notifications to be sent to. Select your cell phone service provider from the drop down. If you don’t see your cell phone carrier in the drop-down list, select the “other” option, and enter the domain name for your service provider.

2. Select “On” to turn on text notification. Select “Off” to turn off text notification.3. Click the Save button to save the edited number.

If Message Notification by Text is currently off, the Off button will be selected. Click the On button to turn this feature on. If Message Notification by Text is currently on for an email address, the On button will be selected. Click the Off button to turn this feature off.

To set up Phone Notification:To enter your notification phone number:1. Enter the telephone number you want to receive notifications on.2. Click the Save button to save your number.


To set the times you want to be notified:1. Select the Set to 24 Hours option if you want to receive notification 24 hours a day. Select the Set Times

option to specify the times to receive notification.2. If you have selected the Set Times option:

• Enter the Start Time with an AM or PM setting. This is the time of day Message Notification will begin.• Enter the End Time with an AM or PM setting. This is the time of day Message Notification will end.

3. Click the Save button to save your Notification times.

To set up what you will be notified about:1. Select “Notify me by phone when I receive” options.2. Click the Save button to save the selections.

If Message Notification by Phone is currently off, the Off button will be selected. Click the On button to turn this feature on. If Message Notification is currently on, the On button will be selected. Click the Off button to turn this feature off.

Greetings

Standard GreetingThis is the screen where you can update your Standard Greeting. Information about and a link to play your current greeting can be found at the top of this screen. You can login into your iTeleCenter using a phone and record a greeting or choose from the options on this screen to save a new greeting.

Click on the Speaker button to listen to your current standard greeting (if available).

To upload a Standard Greeting recording file:1. Click the Upload WAV/MP3 File tab.2. Enter the path for the recording file you wish to upload or click the Browse button to find the file.3. Click the Save button to upload and save the file for your greeting.

NOTE: To ensure the best quality for playback, we recommend one of the following formats: • WAV (8000 Hz, 8 bit, mono CCITT U-Law)• MP3 (256 bit, mono)• WAV (8000 Hz, 8 bit, mono PCM)

To make a recording using your computer’s microphone: 1. Click the Record with Microphone tab.

NOTE: If your computer has more than one microphone, there will be a drop-down so you can choose which mic to use to record your greeting.

2. Click the red Start Recording button to begin recording. Click the Stop Recording button when you have finished recording.

3. Click the Play Recording button to review the audio you have just recorded. Click the Upload your Record-ed Greeting button to upload the recording for your greeting.

To assign a Standard Greeting from another iTeleCenter:1. Click the Assign a Greeting tab.2. Enter the iTeleCenter number in the Assign a Greeting from another iTeleCenter text box.3. Click the Save button to save the greeting.

To create an audio greeting from typed text:1. Click the Text-to-Speech tab.2. Type your greeting in the textbox below.


3. Click the Convert button. NOTE: Your Text-to-Speech greeting will not be assigned as your greeting until you activate it after the conversion completes.

4. Wait approximately 10 minutes for the conversion process to finish and return to this page. (Greetings>>Standard Greeting>>Text-to-Speech tab)

5. Click the Play button to review the converted greeting. 6. When you are happy with the results, activate the greeting so callers will hear it.

a. Click the Activate TTS Greeting checkbox. b. Click the Save button.

NOTE: Occasionally, Text-to-Speech (TTS) technology may mispronounce some words, depending on their spelling and the voice you select. Sometimes it may be necessary to intentionally misspell some words to ensure proper pronunciation. Example: if you want a phone number to be read out one digit at a time, each digit must be separated by a space. If the greeting is not satisfactory, try different voices and/or speeds until you are satisfied with the result.

To remove a Greeting recording file:1. Select the Remove My Current Greeting option. Select the option for the greeting or greetings you wish to

remove.2. Click the Save button to remove the selected greeting(s).

NOTE: When you remove the Standard Greeting, the default Standard Greeting will be used.

Opening and Closing GreetingsYou may create an Introduction and/or a Closing to the Standard Greeting your callers will hear. For example, if your Greeting consists of Testimonials, you may want to record an introduction explaining what the caller will be listening to.You may want to also record a closing that could include information about how to contact you or how to get further information about your products or services.You can use your Standard Greeting by itself or with an Introduction, a Closing, or both.You can login using a phone and record a greeting or choose from the options available to save your greetings.

Unavailable GreetingThis is the screen where you can update your Unavailable greeting. Information about and a link to play your current greeting can be found at the top of this screen. You can login into your iTeleCenter using a phone and record a greeting or choose from the options on this screen to save a new greeting.

Click on the Speaker button to listen to your current Unavailable greeting (if available).

To upload an Unavailable Greeting recording file:1. Click the Upload WAV/MP3 File tab.2. Enter the path for the recording file you wish to upload in the Upload File text box or click the Browse but-

ton to find the file3. Click the Save button to upload and save the file for your greeting.







To remove an Unavailable Greeting recording file:1. Select the Remove My Current Unavailable Greeting option.2. Click the Save button to remove the greeting.

NOTE: When you remove the Unavailable Greeting, the default Unavailable Greeting will be used.

After Hours GreetingThis is the screen where you can update your After Hours greeting and set up the business hours for your company. The Standard Greeting will play when your business is open. The After Hours Greeting will play when your business is “closed”.• Setting Your Business Hours:

• If you want your callers to always hear the Standard greeting (no matter what day of the week or time of day they call), select the Yes option for My Business is Open 24/7.

• If you want to set up the hours your company is open, so the After Hours Greeting plays when the company is closed, select the No option for My Business is Open 24/7. The scheduling options will then appear.1. Select the checkboxes for the Days of the Week and Start (From) and End (To) times your com-

pany is open. If you have different hours on different days of the week, click View More Schedule Options for additional set up options.

2. Follow the directions below to upload an After-hours Greeting (if you have not have not already).3. Click the Save button to save your settings and greeting.

EXAMPLE: In the example below, the company is open from 9:00 AM - 5:00 PM Monday through Fri-day. The company is open 10:00 AM - 3:00 PM Saturday and Sunday.

Information about and a link to play your current greeting can be found on this screen. You can login into your iTeleCenter using a phone and record a greeting or choose from the options on this screen to save a new greeting.

Click on the Speaker button to listen to your current After Hours greeting (if available).

To upload an After Hours Greeting recording file:1. Click the Upload WAV/MP3 File tab.2. Enter the path for the recording file you wish to upload in the Upload File text box or click the Browse but-

ton to find the file.3. Click the Save button to upload and save the file for your greeting.







To remove an After Hours Greeting recording file:1. Select the Remove My Current After Hours Greeting option.2. Click the Save button to remove the greeting.

NOTE: When you remove an After Hours Greeting, your business hours will update to be “Open 24/7”.

Ad TrackerTM GreetingThe Ad Tracker menu option is under Power Tools. This is the screen where you can update your Ad Tracker greeting. Your Ad Tracker Greeting should instruct the caller to enter the Advertising Code.

Click on the Speaker button to listen to your current Ad Tracker greeting (if available).

To upload an Ad Tracker Greeting recording file:1. Click the Upload WAV/MP3 File tab.2. Enter the path for the recording file you wish to upload in the Upload File text box or click the Browse but-

ton to find the file3. Click the Save button to upload and save the file for your greeting.







To remove an Ad Tracker Greeting recording file:1. Select the Remove My Current Ad Tracker Greeting option.2. Click the Save button to remove the greeting. NOTE: If you turn Ad Tracker on but do not upload or record

an Ad Tracker Greeting the iTelecenter Ad Tracker default greeting will play, “Please enter the Ad Code number found in the Advertisement now.”

Voice StudioYou can place an order to have a Voice Talent Professional record your Greeting. Click on a Name link to listen to a sample from a Voice Talent Professional.

To place an order to have a Voice Talent Professional record your Greeting:1. Select the Voice you want for your recording. Select an alternate Voice (in case your first choice is not

available). If you don’t want to select an alternate, select the same Voice you selected in the Select Talent drop-down.

2. Click the Next button to proceed.3. Select the checkboxes for the Greeting Types you want to order Greetings for. For an Extension Greet-

ing, click on the + button for the Extension you want to purchase a greeting for, and a textbox will appear where you can enter your greeting text.NOTE: • If you click the + button for an ACD extension, checkboxes will appear for the ACD greeting types.

Click on the + button for the ACD Greeting you want to purchase a greeting for, and a textbox will ap-pear where you can enter your greeting text.

• If you click the + button for a PBX extension, checkboxes will appear for the PBX greeting types. Click on the + button for the PBX Greeting you want to purchase a greeting for, and a textbox will appear where you can enter your greeting text.

4. Enter the Greetings for the Greeting Types you have selected in the appropriate textboxes. 5. Click the Next button to proceed.6. Enter a description of how you want the Talent to read your greeting. Enter information for any unique

pronunciations (spell them phonetically). If there are no unique pronunciations in your greeting, enter "NONE."

7. Click the Next button to proceed.8. Click the links for your Greeting types to make sure the Greeting content is correct. 9. Click the Submit button to submit your order. You will be emailed when your greeting has been recorded

and uploaded.Note, Once an order is submitted, a binding, non-refundable transaction has occurred. Selected Talent is subject to availability. If neither your Voice Talent choices are not available, we will contact you.

Click-to-CallClick to Call is a smart way to prompt web visitors or email recipients to request a call. Click to Call is a snip-pet of HTML code that you can insert on any web page. It embeds any of several buttons or icons into your website, email signature, online ad, or any online document. When a website visitor or email recipient clicks the button or link to request a call, a pop-up appears with a form for the visitor/recipient to submit his or her phone number with. iTeleCenter immediately attempts to connect the visitor to you using your Call Forwarding set up. Please make sure your Call Forwarding Settings have been configured. They will determine the phone number and calling rules that will be followed by Click to Call. NOTE: Each Click to Call initiation will result in outbound minute usage.You can manage your incoming calls with Call Forwarding’s Call Screen and Announce. If you’re unavailable, incoming calls are forwarded to voicemail. The Click to Call Greeting allows you to record a special message that will play while the call is being forward-ed to you (instead of your normal on-hold greeting or music).


To upload a Click to Call Greeting recording file:1. Click the Upload WAV/MP3 File tab.2. Enter the path for the recording file you wish to upload in the Upload File text box or click the Browse but-

ton to find the file.3. Click the Save button to upload and save the file for your greeting.






To remove a Click to Call Greeting recording file:1. Select the Remove My Current Click to Call Greeting option.2. Click the Save button to remove the greeting.

Voice StudioYou can also place an order to have a Voice Talent Professional record your Greeting.

To place a Click to Call button or link on a website page or email:The Click to Call Widgets tab shows you the Click to Call buttons and links available to you.1. Select the Click to Call button that you want to use in the Select a Button column.2. Select where you want to place the Click to Call button or link:

• Select the Website Code option if you want to place the Click to Call button on a web page.• Select the Email Code option if you want to place the Click to Call button in an email.

NOTE: Microsoft Outlook users, please follow the instructions at the bottom of the Click to Call tab.3. Put your cursor in the HTML window. Hold down the “CTRL” key and hit the “A” key on your computer key-

board to select all the content in the HTML window. Hold down the “CTRL” key and hit the “C” key on your computer keyboard to copy the selected content in the HTML window. You can then paste the HTML code for the Click to Call button or link on the site you are adding the button/link to.

4. To paste the HTML, make sure the HTML Editor for the site or email you want to put the Click to Call but-ton on is in HTML mode. Put your cursor in the HTML Editor window. Hold down the “CTRL” key and hit the “V” key on your computer keyboard to paste the HTML code.

5. Save and publish your web page, and the Click to Call button/link will appear. NOTE: MAC Users should use the “Apple” Key instead of the “CTRL” Key.


Call RecordingsThis is the screen where you can listen to and save your call recordings to your local computer.IMPORTANT NOTE: Recorded calls will be removed after 30 days. If you would like to retain a copy of the re-cording for longer, please use the save option to store a copy on your local computer.

Recorded Calls Table Columns:• Checkbox - allows you to select the recording to delete. Check the top checkbox (above the messages) to

select all the recordings.

• Save (button) - Click this button to save a recorded call as an audio file to your local computer.• Date - displays the date and time for the recorded call.

• Phone Match (button) - Click this button to open a window with contact information for the phone number (if available).

• Caller ID (hyperlink) - displays the number the recorded call is from. Click the hyperlink to listen to the recorded call.

• Extension - displays the extension the call was forwarded from (if the caller was on an extension when the call was forwarded).

• Length - displays how long the recorded call is.• Play (button) - Click the button to listen to the recorded call. • Email (hyperlink) – Click the Email link to send an email with a URL/link that allows the email recipient to

listen to the recorded call.

Manage Recorded Call Links:• Refresh - gets your latest recorded calls.• Delete Selected – permanently deletes the selected recorded calls.

Extension BoxesThis is the screen where you can view your extensions and navigate to update your extensions. Information about and links to play the greeting for your current extensions can be found in the Extensions table.


Extension Types:

• The Message Taking extension can be used to present information and then allow your caller to leave a message. By far the greatest use for this type of extension is for Lead Capture. With a Message Taking extension you can spend a few minutes exciting the caller about your Product or Service 24/7 and then give them an immediate outlet to demonstrate their interest by leaving a message with their contact info for you to call them back.

• The Greeting Only extension can be used to present an audio message for your callers to listen to. A Greeting Only extension is the ultimate tool when it comes to providing Product/Service information, testimonials and other types of information around the clock. This feature is your 24/7 Information Hot-line!

• The Fax-On-Demand extension can be used to give prospects immediate access to your order forms, product or company details, directories, written testimonials, or any other printable information you would like to have accessible to your callers 24/7. When the caller dials a Fax-On-Demand extension, he will hear a short description of the documents and will be prompted to enter his fax number. iTeleCenter will automatically call the fax number and deliver the document you have uploaded onto that extension.

• The Question and Answer extension allows you to record multiple questions, each followed by a beep in order to record an answer from the caller. This feature is great for 24/7 automated order taking and surveys.

• The Virtual PBX extension is designed to ring to a specific person rather than a mailbox. You can assign specific VPBX extensions to each of your employees, departments, sub-contractors and even third party support vendors. As the admin-istrator of this iTeleCenter, you will assign names and passcodes to each VPBX extension you cre-ate. Once they are set up, each person can go in and manage his or her own extension.

• The Automatic Call Distribution (ACD) extension allows iTeleCenter to distribute calls to a defined list of PBX extensions. The Administrator will set up PBX extensions. The PBX extension owner will set up Call Forwarding to his or her phone num-ber or numbers. The Administrator will then set up the ACD Extension and assign PBX extensions to that ACD extension. Watch calls come into the ACD extension and route to a participant’s exten-sion. You can set the distribution to Round Robin or Next Available, monitor calls in the queue, and view statistics including average wait time.

Helpful Hints for VPBXThe Dial-by-Name directory is designed to be used in conjunction with Virtual PBX exten-sions. If you would like to use this feature, please include instructions in your main greet-ing indicating that a caller can enter the Exten-sion of the person they would like to speak to or dial 411 for a company directory. The last name that is entered in the Virtual PBX extension Back Office is converted to digits (corresponding to the telephone key pad) that will be used in the Dial-by-Name directory. If the last name is ‘King’ it will be converted to ‘8797’. If a caller accesses 411 and then enters ‘879’ or ‘8797’ they will hear a list of all names in your company directory with last names that correspond to that sequence. The name they hear will be the name recorded by the exten-sion owner via the phone interface.

The Extension Table contains the following:

• Click on the Speaker button to listen to the greeting for the extension (if available).• Extension #: Displays the extension number. • Type: Displays the Extension Type.• Description: Displays the extension description for Message Taking, Greeting Only, Q&A and Fax on De-

mand extensions. Displays the Belongs to Name for PBX extensions.• Action Links:

• For a Message Taking or Greeting Only extension, click the Manage link to go to the Extension Box details screen to update the extension greeting and description.

• For a Fax-On-Demand extension, click the Manage link to update the fax, extension greeting and de-scription.

• For a PBX extension, click the Configure link to go to the Configure PBX Extension screen to update the pass code, time zone, display name and permissions.

• For a PBX extension, click the Access link to access the PBX back office.


• For an ACD extension, click the Configure link to go to the Configure ACD Extension screen to update the description, call distribution type, assign PBX extensions to the ACD, set up automatic recording for “next available” calls that come into ACD extensions and to set up voicemail transcription for the ACD.

• For an ACD extension, click the Access link to access the ACD back office.• For an ACD extension, click the View Queue link to view the ACD Queue.• Click the Delete link for an extension to delete that extension.

Add an Extension1. Enter the Extension Number.2. Select the Extension Type from the drop-down list (depending on the type of account you have, some ex-

tension types may not be available for you): • Message Taking• Greeting Only• Q&A• Fax on Demand• PBX• ACDNOTE: Once you select the extension type, the screen will refresh with the fields for that type.

• For a Message Taking or Greeting Only extension:1. Enter the Extension Description.2. Click the Save button to save the description.3. Choose from the options available to add a greeting to the extension:

• To upload a Greeting recording file:a. Click the Upload WAV/MP3 File tab.b. Enter the path for the recording file you wish to upload in the Upload File text box or click the

Browse button to find the file.NOTE: To ensure the best quality for playback, we recommend one of the following formats:

• WAV (8000 Hz, 8 bit, mono CCITT U-Law)• MP3 (256 bit, mono)• WAV (8000 Hz, 8 bit, mono PCM)

• To make a recording using your computer’s microphone: a. Click the Record with Microphone tab.NOTE: If your computer has more than one microphone, there will be a drop-down so you can choose which mic to use to record your greeting.b. Click the red Start Recording button to begin recording. Click the Stop Recording button when you

have finished recording. c. Click the Play Recording button to review the audio you have just recorded. Click the Save button

to save the recording locally on your computer. You can then upload the recording for your greet-ing.

• To assign a Greeting from another iTeleCenter or Extension, click the Assign a Greeting tab.• To assign a Greeting from another extension, select the Assign Greeting from another Extension

Box option and select the extension from the corresponding drop-down list.• To assign a Greeting from another iTeleCenter, select the Assign a Greeting from another iTel-

eCenter option, and enter the iTeleCenter number in the corresponding text box.4. Click the Save button to save the new extension.


• For a Q&A extension:1. Enter the Extension Description.2. Click the Save button to save the new extension.

NOTE: You must use the phone interface to record the greeting and questions for a Q&A extension. Log in to your iTeleCenter and follow these prompts: Enter [4] to Modify your ConfigurationEnter [4] to program your extensionEnter the extension number you want to modify from 1 through 9999Enter [1] to modify the extensionEnter [3] for Q & A ExtensionEnter [1] record your greeting

• For a Fax On Demand extension:1. Enter the Extension Description.2. If your document has password protection, you must remove the password protection before uploading it.

To upload the Fax file, enter the path for the file you want to upload in the Upload File text box or click the Browse button to find the file. NOTE: To ensure proper functioning, the file must be in one of the following formats: DOC, TXT, PDF, XLS, CSV

3. Click the Save button to save the uploaded file.4. Choose from the options available to add a greeting to the extension and then click the Save button to

save the new extension:• To upload a Greeting recording file:

a. Click the Upload WAV/MP3 File tab.b. Enter the path for the recording file you wish to upload in the Upload File text box or click the




have finished recording. c. Click the Play Recording button to review the audio you have just recorded. Click the Upload your

Recorded Greeting button to upload the recording for your greeting.• For a PBX extension:1. Enter the Belongs to First Name and Last Name.2. Enter the 4 to 6 digit passcode.3. Retype the passcode.4. Click the Save button to save the new extension.• For an ACD extension:1. Enter the Extension Name.2. Enter the 4 to 6 digit Passcode.3. Retype the Passcode.4. Enter the Extension Description.


5. Select the Call Distribution Type:• Round Robin – If you select Round Robin, calls will be distributed evenly to the PBX extensions you as-

sign to the ACD. If the PBX Extension Call Forwarding Number is busy, the caller will be sent to voice-mail.

• Next Available – If you select Next Available, calls will be given to the next PBX extension that is avail-able to take the call.

6. Select the Call Wrap Up Time: Call Wrap Up Time gives the PBX extension extra time after hanging up from a call before making the PBX extension available for the next call.

7. Select the time interval to Repeat the Leave a Message prompt. 8. Select the on hold time. Calls will be sent to voicemail when they are on hold for this time period.9. Click the Save button to save the new extension.

NOTE: After you create the extension, you should go the Extension Boxes screen and click the Configure link for the ACD extension to assign PBX extensions to the ACD, set up the ACD’s prompts and set up the notifications for the ACD.

Manage Extension BoxThis is the screen where you can update the configurations for the extension.• Extension Number: You can update the Extension Number.• Extension Type: You can update a Message Taking extension to be a Greeting Only Extension. You can

update a Greeting Only Extension to be a Message Taking extension. Once created you cannot modify the extension type for the following extension types:• Q&A extension• Fax on Demand extension• PBX extension• ACD extension

• To remove a Greeting recording file for an extension:1. Select the Remove My Current Extension Greeting option.2. Click the Save button to remove the greeting.

• For a Message Taking or Greeting Only extension, you can update the following:• Extension Description.• Choose from the options available to update the greeting for the extension:• To upload a Greeting recording file:

a. Click the Upload WAV/MP3 File tab.b. Enter the path for the recording file you wish to upload in the Upload File text box or click the





Recorded Greeting button to upload the recording for your greeting.• To assign a Greeting from another iTeleCenter or Extension, click the Assign a Greeting tab.

• To assign a Greeting from another extension, select the Assign Greeting from another Extension Box option and select the extension from the corresponding drop-down list.

• To assign a Greeting from another iTeleCenter, select the Assign a Greeting from another iTel-eCenter option, and enter the iTeleCenter number in the corresponding text box.

• Once you have completed your updates, click the appropriate Save button to save the updates.


• For a Fax On Demand extension, you can update the following:• Extension Description• To upload the Fax file, enter the path for the file you want to upload in the Upload File text box or click

the Browse button to find the file. NOTE: To ensure proper functioning, the file must be in one of the following formats: DOC, TXT, PDF, XLS, CSV

• To upload a Greeting recording file:a. Click the Upload WAV/MP3 File tab.b. Enter the path for the recording file you wish to upload in the Upload File text box or click the


• MP3 (256 bit, mono)• WAV (8000 Hz, 8 bit, mono PCM) • WAV (8000 Hz, 8 bit, mono CCITT U-Law)



Recorded Greeting button to upload the recording for your greeting.• Once you have completed your updates, click the appropriate Save button to save the updates.

Call BlockThis is the screen where you can set up Auto Call Block, as well as enter phone numbers and area codes to block.

Auto Call BlockWith Auto Call Block, you can set the maximum number of times a person at a particular phone number may call you per day. NOTE: This feature will also count the number of times you call in from a particular number, and if you exceed the maximum calls allowed per day, you will be blocked also.To set up Auto Call Block:1. If Auto Call Block is currently off, the button will display Turn On Auto Call Block. Click the Turn On Auto

Call Block button to turn this feature on. If Auto Call Block is currently on, the button will display Turn Off Connect Live. Click the Turn Off Auto Call Block button to turn this feature off.

2. Enter the Maximum Times a Number May Call (between 1 and 99) in the text box, and click the Save but-ton.

Blocked Callers and Area CodesYou may block a particular phone number or area code from ever calling your iTeleCenter number. This feature is separate from Auto Call Block, so Auto Call Block does not need to be turned on to block a number or area code.

Blocked Callers Blocked Area CodesTo add a number to your Blocked Callers list:1. Enter the phone number you want to block in the

Add Number to Blocked List text box.2. Click the Add button. The number will now ap-

pear in the Blocked Numbers table.

To add an area code to your Blocked Area Codes list:1. Enter the area code you want to block in the Add

Area Code to Blocked List text box.2. Click the Add button. The number will now ap-

pear in the Blocked Area codes table.To remove a number or numbers from your Blocked Callers list:1. Select checkbox(es) for the number(s) you want

to delete in the table.2. Click the Save button to delete the selected

numbers.

To remove an area code or area codes from your Blocked Area Codes list:1. Select checkbox(es) for the area code(s) you

want to delete in the table.2. Click the Save button to delete the selected area

codes.


Numbers Excluded from Blocked CallsYou may exclude a particular phone number from ever being blocked by your iTeleCenter number. Using the Exclude feature, you can exclude a number from a blocked area code, so that number can still get through even though the area code for the number is blocked.To add a number to your Exclusions list:1. Enter the phone number you want to exclude from blocks in the Exclude Number from Blocks text box.2. Click the Add button. The number will now appear in the Exclusions table.To remove a number or numbers from your Exclusions list:1. Select checkbox(es) for the number(s) you want to delete in the table.2. Click the Save button to delete the selected numbers.

User Settings

To set up automatic log in:If you place a lot of outbound calls or access your messages on the phone, this will speed things up!Calls placed to your iTeleCenter number from this number will automatically log you into your main menu. You will not need to press * and enter your passcode to make outbound calls, play your messages, configure your settings, etc. NOTE: You cannot send faxes to your iTeleCenter number from the number you automatically log in with.• To turn Auto-login on, simply enter the number you want to call in from in the Automatic Login when I Call

from this Number textbox and save your settings.• To turn Auto-login off, simply clear he Automatic Login when I Call from this Number textbox and save

your settings.

To change your passcode:1. Enter and retype your new passcode.2. Click the Save button to save your changes.

NOTE: Passcode must be 4 to 6 digits.Passcode cannot contain letters.Passcode cannot contain special characters (%, @, etc…).

To change your display name:1. Enter your first name and last name in the appropriate textboxes.2. Click the Save button to save your changes.

To set the Time Zone for your account:1. Select your time zone from the drop-down options.2. Click the Save button to save your time zone.

NOTE: The Time Zone you select will determine the Time Zone for your messages displays. Email sends are based on the system Time Zone which is Eastern Standard Time (EST).

To set up your iTeleCenter like another iTeleCenter:1. Enter the iTeleCenter number you want to set up your iTeleCenter like in the textbox.

• This will copy all Extension Numbers, Extension Greetings, AdTracker Greeting, and On-Hold selection from the iTeleCenter number you enter. If you have any existing Extensions that you setup on your number, they will not be affected.

2. Click the Save button to save your set up.


To use another iTeleCenter’s Standard Greeting for your iTeleCenter:1. Enter the iTeleCenter number you want to use the Standard Greeting for in the textbox.2. Click the Save button to save your greeting.

Fax Only ServiceUnder Switch to/from Fax Only Service the iTeleCenter option enables all of your number’s included features. The Fax only option limits the features and turns your number into a virtual fax machine that just sends and receives faxes.

To include hang-up calls in your Inbox:1. Select the Yes option.2. Click the Save button to save your setting.

To set how your messages will play on the phone:1. Select from the options provided.

• Select the Oldest First option if you want your oldest messages to play first.• Select the Newest First option if you want your newest messages to play first.

2. Click the Save button to save your setting.

To set if you will allow callers to leave a message on the main number:1. Select from the options provided.

• Select the Yes option if you want your callers to be able to leave a message on the main number.• Select the No option if you don’t want your callers to be able to leave a message on the main number.


To set if callers will hear the prompt before Recording a Message:When a caller goes to voicemail, a prompt plays that states. “Record your message at the tone, press any key when finished.” If your greeting includes instructions for recording a message, you may want to turn off this prompt.1. Select from the options provided.

• If you select “Yes”, the prompt will play when a caller goes to voicemail. • If you select “No”, the prompt will NOT play when a caller goes to voicemail.



To get your voicemail messages transcribed and emailed to you:1. Click the Activate Voicemail Transcription button.2. Click the Activate button in the pop up window that appears.

NOTE: You can cancel voicemail transcription at any time.

To activate SMS/Text Messaging so you may send text messages from your iTeleCenter:1. Click the Activate SMS/Text Messaging button.2. Click the Activate button in the pop up window that appears.

NOTE: You can cancel SMS/Text Messaging at any time.

ReportsClick on the link for the Report you want to generate. NOTE: Pop-up blockers may prevent the report from opening since the report opens in a separate window.• Today's Call Report - Clicking the Today's Call Report link will generate Today's Call Report with the follow-

ing information on today's calls:• Date• Time• Caller ID• Duration of call• Call Type

• Calls By Date Range Report - Clicking the Calls By Date Range Report link will bring you to the Calls By Date Range Report screen.

1. Enter the Date Range you want for the report.2. Click the Submit button to generate the report. The report will contain the following details for calls:

• Date• Time• Caller ID• Duration• Call Type

• Call Statistics Report - Clicking the Call Statistics Report link will bring you to the Call Statistics Report screen.

1. Enter the Date Range you want for the report.2. Click the Submit button to generate the report. The report will contain statistics for the following:

• Calls• Voice Mails• Hang Ups• Call Forwards• Faxes• Fax on Demand• Average Duration

• Call Detail Report - Clicking the Call Detail Report link will bring you to the Call Detail Report screen1. Enter the Date Range you want for the report.2. Click the Submit button to generate the report. The report will contain the following details for calls:

• Date• Time• Caller ID• Call Details• Duration


• Calls by Date Range and Extension - Clicking the Calls by Date Range and Extension link will bring you to the Calls by Date Range and Extension screen.

1. Enter the Date Range you want for the report.2. Click the Submit button to generate the report. The report will contain statistics for the following:

• Date• Time Caller ID• Extension

• Ad Tracker - Clicking the Ad Tracker link will bring you to the Ad Tracker by Date Range screen.1. Enter the Date Range you want for the report.2. Select “All” or the Ad Tracker number you want to run the report for.3. Click the Submit button to generate the report. The report will contain the following:

• Ad Code• Count (amount of calls that came in on that Ad Code)

• Text Message Details - Clicking the Text Message Details link will bring you to the Text Message Details by Date Range screen.

1. Enter the Date Range you want for the report.2. Click the Submit button to generate the report. The report will contain the following:

• Date• Time• Mobile Number• Message Type (sent or received)

Report Options:

• Printable View - Click to generate a printable version of the report.

• Export to Excel - Click to export an Excel spreadsheet of the report.

• Export to Word - Click to export a Word document of the report.

• Export to CSV - Click to export a CSV file of the report. Save the file to your computer and open it with Notepad to retain the CSV (Comma delimited) format.

• Export to PDF - Click to export a PDF of the report.


Voice Broadcasts

To send a voice broadcast:1. Complete Step 1, upload the message.

• Enter the Message Name in the textbox.• Enter the path for the recording file you wish to upload in the Upload New Message text box or click

the Browse button to find the file.• Click the Upload button to upload the file.


2. Complete Step 2, select the Broadcast List to send to from the drop-down options.3. Complete Step 3, schedule the Broadcast for delivery.

• Select the Send Immediately option if you want the Broadcast to go out immediately.• If you want the Broadcast to be delivered in the future, enter the date and select the time for delivery. NOTE: Broadcast sends are based on the system Time Zone which is Eastern Standard Time (EST).

4. Click the Next button to continue. A screen will appear with the details for your Broadcast. If the details look correct, click the Send Button. If the details do not look correct, click the Cancel button to cancel the broadcast.

To view your Broadcasts:The following displays for your Broadcasts.• Date/Time Sent• Broadcast List # - click the Broadcast List # link to view the people that will receive the Broadcast.• Broadcast Message - click the Broadcast Message link to listen to the Broadcast.

To manage your Broadcast lists:1. Select the Manage Existing iTeleCenter Number List option.2. Select the Broadcast List you want to manage from the Select Existing List drop-down options. An Edit link

will appear next to the drop-down.3. Click the Edit link to go to the Manage List screen for that list.

NOTE: You can not modify Broadcast List 01, this list is for your entire Organization.

To add a person to the Broadcast list:1. Enter the iTeleCenter number you want to add to the broadcast list in the iTeleCenter Number text box.2. Click the Add button.

To remove a person or people from a broadcast list:1. Select checkbox(es) for the iTeleCenter number(s) you want to delete in the table.2. Click the Update button to delete the selected numbers.

To create a new iTeleCenter Number List:1. Select the Create New iTeleCenter Number List option.2. Enter the any unused number between 2 and 99 in the List Number textbox.3. Enter an iTeleCenter number that you want to add to the list.4. Click the Add button. The Mange Broadcast List screen will now appear where you can add iTeleCenter

numbers to the list table.


To upload a new iTeleCenter Number List:1. Select the Upload New iTeleCenter Number List option.2. Enter the any unused number between 2 and 99 in the List Number textbox.3. Enter the path for the recording file you wish to upload in the Upload New iTeleCenter List text box or click

the Browse button to find the file.4. Click the Upload button to upload the list.

NOTE: The uploaded file must be a CSV or TXT file containing a record for each 10 digit iTeleCenter num-ber in the format of 9999999999 (no spaces or special characters.).

FaxOut

To send a FaxOut:If your document has password protection, you must remove the password protection before uploading the document for FaxOut1. Enter the fax phone number you want to send a FaxOut to in the Fax Number textbox.2. Enter the path for the file you wish to upload for the FaxOut or click the Browse button to find the file.3. Click the Send button to send the FaxOut.

NOTE: The uploaded file format must be one of the following: .DOC, .PDF, .TIF, or .TXT.

To view a sent a Fax:You can view the Faxes you have sent in the Message Center. • Click the Sent Faxes folder in the Message Center to open the folder.

The Sent Faxes Table displays:• Sent: Displays the date and time the fax was sent.• To: Displays the phone number the fax was sent to. • View: Click the View link to view the fax that was sent.

To resend a FaxOut:If for some reason, the fax is not successfully delivered, you can resend the fax. Follow these steps while in the Sent Faxes folder in the Message Center:1. Check the checkbox for the fax or faxes you want to resend2. Click the Resend Selected link.

To forward a FaxOut:You can forward a sent fax. Follow these steps while in the Sent Faxes folder in the Message Center:1. Check the checkbox for the fax or faxes you want to forward.2. Click the Forward Selected link. 3. A pop-up window or tab will appear. Enter the fax number you want to forward the fax to.4. Click the Submit button.

itelecenter online user guide · 2015. 10. 27. · • enter [4] in the itelecenter main menu to...

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