set customer self-care interface mr50

Ironton Telephone Company - July 12, 2016 11:36 AM

PortaOne

Customer Self-care InterfaceMR50

Publication History

Date Version Author =============== ====== ============ December 17, 2015 1 Jeffrey K Brady July 12, 2016 2 Jeffrey K. Brady

2000-2014 PortaOne, Inc. Proprietary

© All rights reserved.

Information subject to change without notice.

The information disclosed herein is proprietary to Ironton Telephone Company or others and is not to be used by or disclosed to unauthorized persons without the written consent of Ironton Telephone Company. The recipient of this document shall respect the security status of the information.

2 Ironton Telephone Company - July 15, 2016

Table of Contents PortaOne - Customer Self-care Interface

Contents

Chapter 1Introduction 01-pg.3

Client System Recommendations 01-pg.3Logging into the Self-Care Portal: 02-pg.4Overview: 03-pg.6Common Features: 04-pg.7

Chapter 2Dashboard Tab: 01-pg.8

Contact Information: 01-pg.8Brief Billing Information: 01-pg.8Recent Calls Table: 02-pg.9Main Office: 02-pg.10Branch Offices: 02-pg.10

Chapter 3My Profile Tab 01-pg.11

General: 01-pg.11Settings: 02-pg.12Change Password: 03-pg.13

Chapter 4IP Centrex Tab: 01-pg.14

General: 01-pg.14Extensions: 02-pg.15Sites: 03-pg.19Phone Lines: 04-pg.24Abbreviated Dialing: 05-pg.26Incoming Calls: 06-pg.29Hunt Groups: 08-pg.30Call Queue: 09-pg.36Identity: 10-pg.39Music On Hold: 11-pg.40

Section 01-pg.3 Ironton Telephone Company - July 15, 2016

Introduction PortaOne - Account Self-care Interface

Introduction

Client System Recommendations

• OS: Windows XP, Vista, 7, 8 or 10, UNIX or Mac OS X• Web browser: Internet Explorer 8.0 (or higher), Mozilla Firefox 3.6 (or higher)• Java Script and cookies enabled in web browser• Display settings:

• Minimum screen resolution: 1024 x 768



Logging into the Self-Care Portal:

• Account Self-care Portal.• http://customer.itcgn.com/

1. Self-Care Portal Login Page:

A. Enter your 11 Digit Account ID into the Login field.B. Enter your Password in the Password Field.

I. The Password is “Case Sensitive”.C. Select the “Login” button to Complete process.

2. Login Failure:A. Entering the wrong Login or Password.

I. The Failure Message will appear in the Login Form.B. If you cannot remember your “Password”, It can be reset.

3. Resetting your Password:• If an E-mail address has not been entered into the account.

• Contact your Customer Service Representative to reset your password.

A. Select “Forgot your password” in the Login Form.B. The Password Recovery Window will open.

I. Enter your “11 Digit” Account ID into the Login field.II. Enter your e-mail address in the E-mail field.III. Select the reset link button.IV. A sent message will open.

a. If you enter the wrong e-mail address a failure message will appear.01. Select the “OK” button to close.

b. The Password “CANNOT” be reset if the e-mail address does not match what was setup in the account.• This is a security feature built into the Portal.01. Contact your Customer Service Representative to verify your e-mail address.



C. A Password Confirmation window appears when the reset process is completed.I. Select the “OK” button to close.II. The Password Recovery Window will Open.

D. Open the PortaBilling Password Reset e-mail

I. Select the link provided in the e-mail to reset the password.E. A Change Password Window will open in your default browser.

I. Enter the new password in the “New Password” field.II. Re-enter the password in the “Retype New Password” field.III. Select the “OK” button to complete.

F. A password change confirmation window will open.I. Select the “OK” button to close the window.

G. A PortaBilling Password Change e-mail will be sent.

H. The Account Login Window will open.

I. Enter your 11 Digit Account ID into the Login field.II. Enter your Password in the Password Field.

a. The Password is “Case Sensitive”.III. Select the “Login” button to Complete process.



Overview:

• The Account self-care interface was designed for end-users to access their profile data, check billing information, make mobile payment transfers and, most importantly, manage their IP Centrex settings.

• The front-end design offers simple and intuitive navigation. • This includes an easy-to-use structure of menus and controls, graphic icons and improved presentation of

information.

For your convenience, the account self-care interface is divided into four tabbed sections:• Dashboard (your home page)• My Profile• IP Centrex• Billing Information

At the top of the interface you can always view billing information such as your balance information, web interface language, etc.



Common Features:

• Most of the data on the self-care portal is formatted like a page and sorted into columns. • You can go to the next page or the previous page, jump to the first or last page, or use the Refresh icon to

update any of the pages. • You can also change the number of columns and sort them in ascending or descending order by clicking your

mouse on the name field of any of these columns. • If you point your mouse at the name field you will see a triangle. • Click on it and a drop-down menu will appear. • You can choose how to sort your data and add or remove columns by selecting or un-selecting items in the

drop-down menu:

1. Action buttons• The top right hand side of the interface provides you with the following information and actions:

A. Your ID and a login name that was used to log in.B. The Logout button that terminates your current session on the web interface. Also, you can change your

password here if necessary.

• In order for changes to take effect when adding / editing information, you need to click the Save icon on the appropriate page.

• If you do not want to save the information entered – follow associated section steps to Cancel.


Chapter 2 - Dashboard PortaOne - Customer Self-care Interface

Dashboard Tab:• Your home page is organized like a dashboard so that you can easily view the most important information

separated by category into different windows. • In addition, these windows can be moved around, rearranged or minimized as you wish.

Contact Information:

• Here you can view your contact info such as address, e-mail, etc.

Brief Billing Information:

• This reflects thumbnail billing information such as your current balance and credit limit.

continued ....



Recent Calls Table:

1. This table lists the most recent calls and call details.A. Inbound and Outbound calls.B. Call details generated by your phone line.

I. Date / Time.II. Calling Number.III. Called Number.IV. Duration of Call.V. Call Cost.

a. This may reflect billing information for Long Distance charges if they apply to your account.C. This Option IS ONLY APPLICABLE for SIP (Session Initiation Protocol) Telephone service.

2. Recorded Calls:• Users can playback their phone conversations when Call Recording is enabled.

• Call recording is available only if this functionality is enabled by your provider.• Please contact your Agent or Sales Representative to activate this feature.

3. Customizing Records:A. Sorting Columns:

I. Place curser over column you wish to sort.II. Select the drop-down arrow.III. Select the desired sort type.

B. Adding or Removing Columns:I. Place curser over column you wish to sort.II. Select the drop-down arrow.III. Select the Columns drop-down.IV. Check columns you wish to be shown.V. Remove the check for Columns you wish to be removed.



Main Office:

• This window is only available when the accounts are setup using Hierarchy of Offices.• Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information

on specific options for setting up Hierarchy of Offices.

• Here you can review the Main office information setup for a branch office account.

Branch Offices:

• This window is only available when the accounts are setup using Hierarchy of Offices.• Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information

on specific options for setting up Hierarchy of Offices.

• Here you can review any Branch office information setup in the Main office account.


Chapter 3. My Profile PortaOne - Account Self-care Interface

My Profile Tab• The My Profile tab allows you to view and change your personal (or your company’s) details such as contact

information, personal info, password, etc.:

General:• Here you can enter general information such as company name, address, etc.

1. Enter Desired Information in the text boxes.A. Personal Information:

I. Company Contact, President, CEO, etc.B. Address Information:

I. Office location.C. Contact Information:

I. Phone Service Representative.a. Alt. Phone:

01. Enter the contacts mobile number in this field to receive SMS notifications.b. E-mail.

01. Enter the contacts e-mail address in this field to allow resetting of the Web Self-care password.

2. Select the Save icon when finished.



Settings:

• Here you can choose the language to be used on your self-care web interface.

1. Time Zone:• Indicates the Time zone the customer account is set for.

• Contact your Provider (Agent, Sales Person, Customer Service Representative or Support) if the time zone requires alteration.

2. Web Interface Language:• Indicates the written language of the web interfaces.A. Select the Drop-down menu button.B. Select the desired language.

I. The default language is EnglishC. Select the Save icon when finished.



Change Password:• Here you can change your current password for the self-care portal.

1. Enter the Old Password in the text boxA. If the Old Password text field border will turn RED.

I. The password does not match.II. Re-enter old password.

B. The login information was supplied in the welcome letter.C. If you cannot remember the password.

I. Refer to Chapter 1 - Section 2-3 - “Logging into the Self-Care Portal - Resetting your Password”.II. Contact Technical Support to have the password reset.

2. Enter the New Password.3. Confirm the New Password.

A. Text field border will turn RED if the passwords do not match.B. When you select the field a message for the mismatch will appear.

4. Select the Save icon when finished.


Chapter 4 - IP Centrex PortaOne - Customer Self-care Interface

IP Centrex Tab:• This tab allows you to manage phone lines, add extensions and hunt groups and configure other IP Centrex

services. • Here you can also modify the options for separate phone lines.

General:

1. Paging / Intercom:• Intercom calls enable users belonging to the same group to use two phones like on-door speakerphones.• Here you can see whether this feature is enabled or not for your phone line.

2. Paging / Intercom Prefix:• This appears only if Paging / Intercom is enabled.

• This is a special code that is dialed before the other extension number to automatically connect both extensions.

• When a two-way audio channel is established, speakerphone mode is immediately activated on the phone of the party being called.

3. Extension Number Length:• Here you can see the number of digits for an extension number (e.g. 3, 4 etc.).

• This is a reference number.• Keep this in mind when adding extensions to the account.

• Contact your Vendor or Provider (Agent, Sales Person or Customer Service Representative) to determine the correct digit length for your extensions.



Extensions:• Here you can define a list of extensions for phone lines within your IP Centrex environment. • You can easily add new extensions or change existing ones without any actual reconfiguration of your phone.• Branch Office extensions can only be added, deleted or modified on the Main Office self-care portal.

• Note: Additional consideration is required when setting up extension numbers for companies with Branch offices or different building locations, as well as, departments at each branch location.• Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information

in setting up extensions, as well as, understanding the options for each extension.

1. Adding an Extension:A. Select the Add Extension button.

I. The Add New Extension Window will open.B. Extension Number:

• The number the end-user will dial on his phone • An extension number should contain only digits.

I. Enter the Extension Number in the text field:C. Extension Name:

• Enter the logical name for this extension • (e.g. name of the person using this line: “John”).

I. Enter the Extension Name in the text field:a. Using Extension in Dial-by-name Directory:

01. Enter the full name of the user.02. Enter the Sir name first.

D. Office: • The main office is the default location.

• (Note that the Branch Office field is only available on the Main Office self-care portal).I. Select the Drop-down Menu Icon to change the Office from the Main to a Branch.

a. Select a Branch Office to which the extension will be assigned.



E. Assigned To Phone Line:• This is the number that the extension is associated with.

• (Note that each phone line from the list can only be used once.I. Select the Drop-down Menu Icon to open the list of numbers.

a. Select the desired number / account to which the extension will be assigned.

II. Viewing all Numbers:a. Use the Slide Bar to scroll through the number list.

F. Primary Group:• Allow calls within a group to be picked up by dialing the group

pickup prefix (without specifying the group number). • The Primary Group will need to be assigned after the extension is added to a Hunt Group.

• The extension cannot be assigned to a hunt group until the extension is initially built.• Refer to Section 02 - “Editing an Extension Number”.

I. Select the Drop-down Menu Icon to open the list.a. Select the desired primary hunt group the

extension is assigned.01. If the extension is assigned to multiple hunt groups, each

hunt group will appear in the list.

G. Published:• Allows the extension to be published in the Dial-by-Name Directory.I. Check the box to publish the extension.II. Clear this check box to exclude certain extensions from being accessible via dial-by-name.

a. e.g. you do not want telemarketers to directly reach your CEO or CFO because their names are publicly accessible.

H. Recorded Name:• You can record or upload a voice prompt with the actual person’s name for each extension. • This can be used in the Dial-by-name Directory feature.

• If a caller does not know the extension number of the person he is trying to reach, he may look up the called party using the first three letters of his surname.

I. Record Directly from Computer.• A Microphone configured on the computer is required.a. Select the Record button to begin recording.b. Select the Stop button to end recording.c. Select the Play button to review the recording.

II. Upload recorded file:a. Select the Browse button.b. Select desired File.c. Select the Open button to upload file.

I. Select the Update button to complete building the extension.J. Select the Cancel button to cancel building the extension.



2. Editing an extension number:A. Click the Edit icon.

I. A Editing Extension Window will open.a. Edit the desired information:

B. Extension Number:• An extension number should contain only digits.I. Enter the number the end-user will dial on his phone in

the text filed.C. Extension Name:

• Enter the logical name for this extension in the text filed.• (e.g. name of the person using this line: “John”).

I. Using Extension in Dial-by-name Directory:a. Enter the full name of the user.b. Enter the Sir name first.

D. Assigned To Phone Line:• This is the number that the extension is associated with. I. Select the Drop-down Menu Icon to open the list of numbers.

a. Select the desired number / account to which the extension will be assigned.

II. Viewing all Numbers:a. Use the Slide Bar to scroll through the number list.

E. Primary Group:• Allow calls within a group to be picked up by dialing the group pickup prefix (without specifying the

group number). • The Primary Group will need to be assigned after the extension is added to a Hunt Group.

• Refer to Section 08 - “Hunt Groups” I. Select the Drop-down Menu Icon to open the list.

a. Select the desired primary hunt group the extension is assigned.01. If the extension is assigned to multiple hunt groups, each

hunt group will appear in the list.

F. Published:• Allows the extension to be published in the Dial-by-Name Directory.I. Check the box to publish the extension.II. Clear this check box to exclude certain extensions from being accessible via dial-by-name.

a. e.g. you do not want telemarketers to directly reach your CEO or CFO because their names are publicly accessible.

continued....



G. Recorded Name:• You can record or upload a voice prompt with the actual person’s name for each extension.

• This can be used in the Dial-by-name Directory feature. • If a caller does not know the extension number of the person he is trying to reach, he may look up the

called party using the first three letters of his surname.

I. Uploading an Intro Greeting and Menu prompts.a. Select the Browse button.b. Select the desired file.c. Select the Open button to complete.

II. Record a new Intro & Menu greeting with a microphone attached to your computer. • A Green Play button next to the message type indicates that a sound file already exists• A Gray Play button means no recording is currently available.a. Select the Red Record button. b. When you have finished recording, select the Stop button.

01. A blinking play button indicates that a message has been successfully recorded. III. To re-record a message:

a. Select the undo button next to the record button.01. Two buttons are active when playing back messages: play and pause.

IV. Select the Red Record button. a. When you have finished recording, select the Stop button.

01. A blinking play button indicates that a message has been successfully recorded.

H. Select the Update button to complete building the extension.I. Select the Cancel button to cancel building the extension.

3. Deleting an Extension:A. Select the Red “X” to the right of the extension you wish to delete.



Sites:• A site is a group of customer’s accounts that can be conveniently managed as a single entity.

• For instance, all of the phone lines used in a sales department or in ‘Office Building A’ can be joined into a single group.

• This allows you to apply certain configuration parameters or service restrictions to the accounts in that group. You can limit the combined number of simultaneous calls for all accounts of a particular site.

• This is useful if, for instance, ‘Office Building A’ has limited bandwidth and can only support 30 calls – no more calls will be allowed in order to avoid severe degradation of the sound quality on all calls in progress.

• Any account that is not assigned to a specific site will share the limitations of the Default site.• Note: Additional consideration is required when setting up extension numbers for companies with Branch

offices or different building locations, as well as, departments at each branch location.• Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information

on specific options for setting up Sites.

1. Overview:• Note: The associated pages for this section are READ ONLY and cannot be changed by the customer.

• Changes to this section must be made by the Provider.• Contact your Provider (Agent, Sales Person or Customer Service Representative) for information on

specific options or questions on setting up Sites.A. Site Restrictions:

• Limits to inbound and outbound calls based on customer device and contract.I. Call Paths per devise.

a. Hosted phone:01. 2 inbound call paths.02. 1 Outbound call path.

b. Trunk:01. 2 inbound call paths.02. 1 Outbound call path.

II. Examples:a. Total number of devices.

01. 10 Hosted Devices.i) 20 Inbound call paths.ii) 10 Outbound call paths.

02. 12 Individual Trunksi) 24 Inbound call paths.ii) 12 Outbound call paths.

03. 1 trunk with Unlimited call pathsi) No Restrictions



2. Single Site:• Utilizes the default site for a single location customer.

• No additional restrictions have been requested by the customer.

A. Sample Customer Site Setup:I. This account has been setup to follow the Providers standards.

a. Allowed calls per trunk or hosted phone.01. 2 inbound 02. 1 Outbound Call.

II. This customer has 4 hosted phones in their account.a. Max Number of Incoming Calls = 8b. Max Number of Outgoing Calls = 4

III. This Customer is using Follow me to forward calls to other staff when a direct call is not answered.a. Max Number of Forwarded Calls = 24

• This Option is only set when a customer is using forwarding on an associated account.



3. Multiple Site:• Utilizes the default site for the main building at the customer location.• Utilizes additional requested sites for additional buildings and/or departments at the customer location.

• Additional restrictions have been requested by the customer.• Single Address Location:

• Limit number of calls per Building.• Limit number of calls per Department.

A. Site Setup.• Additional Sites were added by provider for each requested Building and/or Department.I. Default Site:

a. Main Site for Customer location.b. No Call restrictions applied.

II. Customer Service.a. This site has 4 hosted phones in their account.

01. Max Number of Incoming Calls = 802. Max Number of Outgoing Calls = 4

b. This site is using Follow me to forward calls to other staff when a direct call is not answered.01. Max Number of Forwarded Calls = 32

III. Technical Support:a. No Call restrictions applied.

IV. Garage:a. This site has 2 hosted phones in their account.



V. Engineering:a. This site has 4 hosted phones in their account.





1. Site LayoutA. Site Name:

• Name for a group of accounts.

B. Limit Simultaneous Calls:• Engage real-time checks of the number of concurrent calls made by accounts that belong to this site.

• When the specified number of concurrent calls has already been established (calls are in a “connected” state) and the account tries to place another call, that call will be rejected.

C. Max Number of Simultaneous Calls:• Allow only a specific number of concurrent calls (regardless of their type, such as incoming or outgoing) for

all accounts at this site.• When the specified number of Simultaneous calls has already been established (calls are in a

“connected” state) and the account tries to place another call, that call will be rejected.

I. Example:a. Limited to 10 Concurrent Simultaneous Calls.

D. Max Number of Incoming Calls:• Allow only a specific number of concurrent incoming calls for all accounts at this site.

• When the specified number of incoming calls has already been established (calls are in a “connected” state) and the account tries to place another call, that call will be rejected.

I. Example:a. Limited to 8 Concurrent Incoming Calls.

E. Max Number of Outgoing Calls:• Allow only a specific number of concurrent outgoing calls for accounts at this site.

• When the specified number of outgoing calls has already been established (calls are in a “connected” state) and the account tries to place another call, that call will be rejected.

I. Example:a. Limited to 4 Concurrent Incoming Calls.



F. Max Number of Forwarded Calls:• Allow only a specific number of concurrent forwarded calls for accounts at this site.

• When the specified number of concurrent forwarded calls has already been established (calls are in a “connected” state) and the account tries to place another call, that call will be rejected.

I. Example:a. Limited to 50 Concurrent Forwarded Calls.

G. Codec Connectivity Profile:• Codec connectivity profile that will be used for bandwidth allocation calculation. • Every new call’s allocated bandwidth is calculated by considering a negotiated codec and its parameters

to enable full use of the available bandwidth and block new calls if no more bandwidth is available.

The Following Controls are not utilized at this time.

H. Max Bandwidth:• Bandwidth utilization limitation to ensure that only an acceptable number of calls are allowed, in order to

avoid severe degradation of the sound quality on calls in progress.I. Max Incoming Bandwidth:

• Bandwidth utilization limitation for incoming calls.J. Max Outgoing Bandwidth:

• Bandwidth utilization limitation for outgoing calls.K. Location Information:

• Customer’s permanent location for geo-IP fraud prevention.L. Current Location:

• Customer’s permanent location. It contains a country code top-level domain (in iso_3166_1_a2 format, e.g. fr for France, de for Germany etc.)

M. Allowed Mobility:• Stationary user (constant location) option can be used if the customer is not authorized to make calls from

various countries (e.g. as a residential customer would make calls from his SIP phone).• Calls made from any other country will be screened.• The Roaming user (frequent location) option can be used for customers who travel frequently. • In this case, a change in location would be considered acceptable.



Phone Lines:• Here you can view the full list of phone lines and proceed to the Account Self-care Portal to configure them if

necessary:• Use the Navigation Bar to scroll through all of the phone lines.

1. Configure:A. Click the “Configure” icon to the left of the phone line ID to edit the settings for a particular phone line.

I. Refer to - “Account Self-care Interface MR50” documentation.2. ID:

• This is the primary identification for this phone line.• The Account ID as provided in the Welcome Letter.

3. Idle, days:• This is the number of days the phone line has not been in use.

4. Available Funds:• This is the amount of funds available for the user to spend on services.

• This is determined by the type of account.5. Type:

• The type of phone line. • Example:

• “Debit”• “Debit” is usually associated with prepaid cards.

• “Credit.”• “Credit” is a phone line that will be invoiced for costs incurred.

6. Product:• The product assigned to a particular phone line.

7. Batch:• Batch is a group of phone lines under the same logical name.

• Here you can see the name of the batch that a particular phone line belongs to.A. Group By Batch:

I. Select the Group By Batch button located at the bottom of the page.

continued ....



8. Site:• The name of the site the phone line belongs to.

• Refer to Section 3 - “Sites”9. Forwarding Enabled:

• The forwarding field shows whether this function is enabled or disabled for a particular phone line.

A. Enabled:I. The “Green Check” icon is displayed.

B. Disabled:I. The “Red Dash” icon is displayed.

• NOTE: This type of forward indication is only represented when forwarding is enabled in the SIP switch.

• This type of forward indication is NOT represented when forwarding is enabled in a SIP Phone or any other SIP Devise registered to the SIP Switch.

C. You can configure forwarding when it is enabled for the phone line. I. Click the “Configure” icon next to the phone line to go to the Edit Phone Line page.

a. Refer to - “Account Self-care Interface MR45” documentation.II. There are several call forwarding modes:

a. Follow-Meb. Advanced Forwardingc. Forward to SIP URId. Simple Forwarding.

10. SIP:• When the phone line is used by a SIP Phone or any other SIP Devise to register with the SIP server, the

icon is displayed.11. IP Phone Model:

• Indicates the SIP Devise that is registered or assigned to a particular phone line.A. Devise Layout:

I. Devise ManufacturerII. Devise ModelIII. Devise Firmware



Abbreviated Dialing:

• Here you may define a list of additional phone extensions for your IP Centrex environment, plus create abbreviated dialing for external phone numbers.

• You can set up dialing rules as an international prefix, outside prefix, direct number (e.g. 911), or abbreviated dialing for your accounts.

• Note: Additional consideration is required when setting up abbreviated dialing for companies with Branch offices or different building locations, as well as, departments at each branch location.• Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information

on setting up specific abbreviated dialing rules.

1. Abbreviated Number Length:• NOTE: To be able to add extensions / abbreviated numbers, you should enter the maximum length of

anticipated digits (e.g. 3 in the case of 123 - like numbers) in the Abbreviated Number Length field.A. No Abbreviated Dialing Length Entered.

I. Maximum Length is 4 digits.B. The length of this field also determines the length of the pickup code required to pickup Parked Calls.

• Refer to - “Product Note - Call Park”• Refer to Section 06-4 - “Incoming Calls - Call Parking”I. Examples

a. Abbreviated Dialing Length not entered.01. Call Park Pickup code = 71XXXX

b. Abbreviated Dialing Length = 101. Call Park Pickup code = 71XX

c. Abbreviated Dialing Length = 201. Call Park Pickup code = 71XXX

d. Abbreviated Dialing Length = 301. Call Park Pickup code = 71XXXX

e. Abbreviated Dialing Length = 401. Call Park Pickup code = 71XXXXX

II. Recommendations:a. Call Park is utilized:

01. Keep Abbreviated number length to 2 or 3 digits.

Release Prefix

Pickup Code generated by the system.



2. Adding a new abbreviated dialing number:

A. Select the Add button.B. The Edit Section will open.

C. Enter the following information:I. Abbreviated #:

a. The number the end-user will dial on his phone.II. # to Dial:

a. The number that the call will be forwarded to. 01. You may enter the ID of one of your accounts.

i) Example:001) A Ring only Account ID.002) A Voice Mail only account ID.

• Contact your Provider (Agent, Sales Person or Customer Service Representative) for information on setting up specialized abbreviated dialing rules.

02. You may enter any phone number.• Note: Phone numbers must be entered in the E.164 format.i) 1+ the number for Domestic calls.

001) 1 + Area Code + Local Number = 1+555+555-5555ii) 011+ the number for International calls.

001) 011 + Country Code + City Code + Local Number = 011+44+1224+555-555503. If you leave this field blank, then the abbreviated number is considered to be a direct number, or

“dial as is.” i) This is useful for making sure that special numbers (e.g. 112) are never converted by other

translation rules.III. Description:

a. Description of this abbreviated number, e.g.01. “Andrew’s IP phone.”

IV. Select the Update button to complete building the dialing rule.V. Select the Cancel button to cancel building the dialing rule.

D. Repeat Sections A through C to add additional numbers.E. Select the Save button when finished.

continued ....



3. Deleting an Abbreviated Dialing Number:

A. Select the Red “X” to the left of the number you wish to delete.B. Select the Save button when finished.



Incoming Calls:• Here you can set the parameters for incoming calls:

1. Ext-to-ext call distinctive ring:A. For incoming calls from phones within the IP Centrex environment, use a ring pattern different from the

default one.2. Group Pickup:

A. Enable the Group Pickup feature, which enables phones within the same IP Centrex environment to answer each other’s calls by dialing a Group Pickup Prefix.

3. Group Pickup Prefix:A. This is only available if Group Pickup is activated.B. Specify the special code for picking up calls here.

4. Call Parking:• Call parking allows users to put a conversation on hold and then resume it from a different IP phone. • If you enable this feature, you can set the required parameters for it here.

• Refer to - “Product Note - Call Park”• Refer to Section 05-1 - “Abbreviated Dialing”

A. Call Parking:I. Enables the Call Parking feature.

B. Park Prefix:• This is only available if Call Parking is activated.I. This allows you to specify a key combination for parking a call.

C. Release Prefix:• This is only available if Call Parking is activated.• Note: Adding digits to the Prefix increases the digits to complete the pickup sequence. I. This allows you to specify a code in order to quit the call parking status and resume the conversation.II. The Pick up sequence is a combination of the Release Prefix + the pickup code generated by the system.

a. Example:

01. 71XXXX02. 701XXXX

Release PrefixPickup Code generated by the system.



Hunt Groups:

• Sometimes there is a need for a call to be delivered to several extensions at once. • With the Hunt group function.

• You can easily configure a scheme for call distribution in such a way that incoming calls are delivered to one or more assigned extensions.

• Note: • Branch Office hunt groups can only be added, deleted or modified on the Main Office self-care portal.• Additional consideration is required when setting up Hunt Groups.

• Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information in setting up Hunt Groups.

1. Adding a New Hunt Group:• NOTE: Extension and hunt group numbers must be different.A. Select the Add Hunt group button and enter the following information:B. The Edit Bar will open.

I. Enter the Hunt group Number in the text field:• The number the end-user must dial on his phone to reach one or more assigned

extensions.

II. Enter the hunt group name in the text filed.• Logical name for this group of extensions, e.g. “Accounting or Customer Service.”

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III. Select the Drop-down Menu Icon to open the Hunt Sequence list.a. Select the desired Hunt Sequence:• Specifies the order for delivering a call to one or more extensions.

01. Order:• The extensions or another hunt groups will be called one by

one from the first (topmost) to the last number until the call is answered.

02. Random:• The extensions or other hunt groups will be called one by one in a

random order.03. Simultaneous:

• This enables simultaneous calls to every extension or another hunt group from the list.04. Least Used:

• This sorts the phone lines in descending order beginning with their last usage, and delivers a call to their extensions, accordingly.

i) Example:001) Phone line XXX-XXX-5111 with extension 5111 was last used on 2010-12-11 @ 8am.002) Phone line XXX-XXX-5222 with extension 5222 was last used on 2010-12-11 @ 10am.003) The call goes to extension 111 and if it is not answered, it goes to extension 222.

IV. Select the Drop-down Menu Icon to open the Caller ID list.a. Select the desired Caller ID option:b. Keep original:

01. Default Option.02. Recommended option to verify calling parties name and

number.c. Set to name and CLI of the hunt group:d. Replace Caller Info with Hunt group Name, keep Caller CLI:

01. Recommended option when a single phone or account is listed in several hunt groups.

02. Allows identification of call type via the hunt group name.V. Call Pickup Allowed:

• Enable this option to allow extensions to pick up calls made to the members of this hunt group.a. Select the check box to enable optionb. Un-check box to disable option.

C. Select The Update button when finished.

I. The Edit Hunt group screen will open.II. Proceed to Section 08-2-C - “Configuring Extensions to a Hunt Group”.

D. Select the Cancel button to exit without saving.

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2. Configuring Extensions to a Hunt Group:A. Select the Configure Icon to the left of the Hunt Group to edit the configuration.

B. Select the Include Extensions Tab. C. Adding an Extension to the hunt group.

I. Select the Add Extension icon.a. The Edit Bar will open.

II. Select the drop-down menu under Extension Number.a. A list of extension numbers will open.

01. Use the Slide Bar to view entire list.b. Select the desired extension number:

III. The Extension Name and Assigned to Phone Line will populate automatically.

IV. Enter the Ringing Delay, sec. in the text field.• Delay (in seconds) before the extension starts to ring.

• This field is not required.V. Enter the Ringing Time, sec. in the text field.

• Duration (in seconds) the call will ring this extension.VI. Select the Check box under Ignore Follow-me/Voicemail to enable this option.

• This option disables forwarding (voicemail, follow-me) on the specific extension for calls made to this hunt group.

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VII. Select the check box under Set This Group as Primary to enable this option.• This option allows the extension owner to pick up calls within that group by merely

dialing the group pickup prefix.D. Select the Update button to complete building the dialing rule.

E. Select the Cancel button to cancel building the dialing rule.I. Repeat Sections 08-2-C to add additional extensions.II. Proceed to Section 08-2-C - “Configuring Hunt Groups to a Hunt Group”.

F. Select the Save button when finished.

3. Configuring Hunt Groups to a Hunt Group:• Several hunt groups can be combined into one hunt group. Go to the Included Hunt groups tab and choose

the required hunt groups to add from the list of Hunt group Number. A. Select the Configure Icon to the left of the Hunt Group to edit the configuration.

B. Select the Include Hunt groups Tab. C. Adding a Hunt group to the hunt group.

I. Select the Add Hunt group icon.a. The Edit Bar will open.

II. Select the drop-down menu under Hunt group Number.a. A list of extension numbers will open.

01. Use the Slide Bar to view entire list.b. Select the desired extension number:

III. The Hunt group Name and Included Extensions will populate automatically.



IV. Select the Check box under Ignore Follow-me/Voicemail to enable this option.• This option disables forwarding (voicemail, follow-me) on the specific extension for

calls made to this hunt group.

D. Select the Update button to complete building the dialing rule.

E. Select the Cancel button to cancel building the dialing rule.I. Repeat Sections 08-2-C to add additional extensions.

F. Select the Save button when finished.

4. Deleting an Extension or Hunt group from a Hunt group.A. Select the Configure Icon to the left of the Hunt Group to edit the configuration.

B. Select the desired Tab.

C. Select the Red “X” to the right of the extension or hunt group you wish to delete.D. Select the Save button when finished.

5. Making Changes to a Hunt group.A. Changing the Order of Ringing:

I. Select the Configure Icon to the left of the Hunt Group to edit the configuration.

II. Select the desired Tab. a. Select the “Down” or “Up” Arrow to move the desired

extension to the new location on the list.

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B. Changing an Extension Number or It’s setup.:I. Select the Configure Icon to the left of the Hunt Group to edit the configuration.

II. Select the desired Tab.

III. Select the desired extension by Double Clicking on the Extension.a. The Edit Bar will open.

01. Refer to Section 08-2-C - “Configuring Hunt Groups to a Hunt Group”.



Call Queue:

• This feature allows you to provide a “call center” functionality to your IP Centrex customers.

• This option is available upon request.• Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information

in setting up Hunt Groups.

1. Overview:A. When a large number of incoming calls from customers arrive to the auto attendant, PortaSIP® can forward

these calls to the actual agents within a hunt group (customer service representatives) in a regulated fashion.

B. Each call queue contains a pool of incoming calls (users trying to get connected) and a number of connected outgoing calls (calls that have already been connected to agents).

C. When a new incoming call arrives, it is assigned a position in the queue.I. The caller will hear an announcement about his position in the queue.II. The caller will hear the estimated waiting time.

a. Calculated as (average call duration) / (maximum number of connected calls) * (total number of users before him in the queue).

III. After that, the specified “music on hold” is played.IV. Every minute the caller is updated as to his current position in the queue and the estimated waiting time.

• Note that estimated wait time is calculated as follows:• For the new Media Server:

• (Average handle time)*(Number of callers ahead).• For the previous-generation Media Server:

• (Average handle time)*[(Number of simultaneous calls made to the call queue number) – (Maximum number of outgoing calls to agents)].

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2. Adding a Call Queue:A. Select the Add button.

I. The Call Queue Edit Window will open.

a. Enter the Call Queue Name in the text field.• This is an objective name of the call queue.

b. Select the drop-down menu next to the right of Hunt group Number.01. A list of hunt groups will open.

i) Use the Slide Bar to view entire list.02. Select the Hunt group Number:

• When creating a new call queue, a customer will need to select a hunt group number (i.e. a common dialing code for multiple extensions).

• When a call arrives at the call queue, it is transferred to the corresponding hunt group.

c. Enter the Maximum Number of Unconnected Calls in the text filed.• The maximum number of calls that can be placed on hold

within this queue.

d. Enter the Call Duration in the text field.• The average expected processing time for each call

• (Used to calculate the estimated waiting time).e. Music on Hold:

• A melody (or announcement) which is played to users waiting to be connected.01. To upload music or announcements.

i) Select the Browse button.001) An open file window will open.

ii) Select an audio file.

iii) Select Upload.

001) The File will be added in the Music on Hold window.iv) The music will be enabled within 10 minutes.



02. Changing the selection.

i) Click the treble clef to enable / disable this feature.001) The Enabled Music file will be in Bold.002) The Disabled Music file will be in Gray.



Identity:

• It is possible to set up the following options for handling Identity information:• NOTE:

• You can only manage the identity if you have been granted special permission by your service provider.• Due to the “Truth in Caller ID Act of 2009, This feature is managed by your provider.”

• Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) to setup the specific options in Identity.

1. Hide CLI:• Removes CLI (ANI) information for outgoing calls.A. You can choose one of the following options:

I. Never:a. Always show CLI. Privacy service is not permitted.

II. Always:a. Always hide CLI. Privacy service is permitted and in effect (all calls are private).

III. Automatic:a. Allows flexible configuration for CLI hiding. It depends on the prefix number dialed and the privacy

headers provided by an IP phone device.2. Hide CLI Prefix:

• The prefix to be dialed before the outgoing number in order to prevent the called party from seeing your phone number (Only available when Hide CLI option is set to “Automatic”).

3. Show CLI Prefix:• The prefix to be dialed before the outgoing number in order to allow the called party to see your phone

number (Only available when Hide CLI option is set to “Automatic”).



Music On Hold:

• Here you can define which music will be used for calls on hold within your IP Centrex environment.• This feature is available only if this functionality is enabled by your provider.

• The Feature will not appear as an option on the left column if not enabled by your provider.

• Customers with Multiple accounts:• Adding Music on Hold to an account will override any Customer level Music on Hold Settings.• It is recommended by the provider to only make Music on Hold changes through the Customer Self-care.

1. To upload music:A. Select the Browse button.

I. An open file window will open.B. Select an audio file.

C. Select Upload.

I. The File will be added in the Music on Hold window.D. The music will be enabled within 10 minutes.

2. Changing the selection.

A. Click the treble clef to enable / disable this feature.I. The Enabled Music file will be in Bold.II. The Disabled Music file will be in Gray.

set customer self-care interface mr50

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