FAQ-Business

Common Tasks

Call Report Acronyms

Volume (VOL) Number of calls originating through a Call Queue.

Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH) Number of calls answered by agent originating through a Call Queue.
Calls Offered (CO) Number of calls that reached the queue to be dispatched to agents.

Includes abandoned calls. Excludes forwards and voicemail.

Adjusted Calls Offered (ACO) Adjusted number of calls that reached the queue.

Excludes calls abandoned in less than 10 seconds.

(Calls Offered CO) – (Adjusted Abandoned Calls AAC).

To Vmail Number of calls handled by the automated voicemail system.
Forwarded Number of calls forwarded to another queue or offnet phone number for handling.

Includes forwarded calls to voicemail.

Avg Talk Time (ATT) Average number of minutes spent by agent talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW) Average time an agent spends between the end of a call and submitting call disposition.
Avg Hold Time (AH) Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.
Service Level (SL) Percentage of calls answered originating through the queue within 60 seconds. Other time windows are available
Dial Transfers (DT) Percentage of calls that landed in the queue and were offered to an agent.
Abandoned Calls (AC) Number of calls that abandoned the queue before being offered to an agent.
Adjusted Abandon Calls (AAC) Adjusted number of calls that abandoned the queue.

Excludes calls abandoned in less than 10 seconds.

(Abandoned Calls) – (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR) Percentage of calls offered that were abandoned.

(Abandoned Calls AC) / (Calls Offered CO).

Adjusted Abandon Rate (AAR) Percentage of calls offered that were abandoned in under 10 seconds.

(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO).

Avg Handle Time (AHT) Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Avg Answer Speed (AAS) Average time a call is in the queue before being dispatched to an agent.

Shared Contacts

Adding Shared Contacts

  • Log into the Portal with a scope of Office Manager or higher and navigate to the Users page.
  • Click on the Shared Contacts button close to the top right of the page; as shown below:

 

 

 

 

 

  • Shared contacts will be displayed in a table similar to the way that regular contacts are displayed.
  • A shared contact can be added by clicking the Add Shared Contact button or by importing. Importing shared contacts uses the same CSV formats as for regular contacts.
  • Fill out the details of the contact and click Save:

  • Additional shared contacts can be added quickly by using the Save and add another option:

  • Shared contacts can be edited or deleted using the standard Edit and Delete buttons:

Viewing Shared Contacts

Shared contacts will appear in every user’s contacts and can be seen throughout the Portal and other applications. These contacts behave just like regular contacts but are not editable by scopes lower than Office Manager; such as Basic User.

  • You can view shared contacts by visiting the contacts page or opening the contacts dock. Shared contacts will also appear in other apps like the Attendant Console.

  • View only shared contacts in the contacts page or dock by clicking the dropdown filter and selecting Shared.

  • A shared contact will have a special icon next to their name to differentiate it from regular contacts.

  • Shared contacts can be edited and deleted from the contacts page by scopes of Office Manager and higher.

Common Star Codes

*72 – Enable Call Forwarding

  • Note: If you have previously configured a destination number for forwarding, then *72 will automatically use that number.  To change the destination number, add the full 10-digit number to end of the *72.  For example, to forward all calls to 8015551212, you would dial *728015551212.

*73 – Disable Call Forwarding

*69 – Call back the last number that called you

*78 – Activate Do Not Disturb.  Sends all calls directly to voicemail.

*79 – Disable Do Not Disturb

Configuring Voicemail

After selecting a user, click the Voicemail tab.  A page similar to the following appears:

  • Enable – Enable (check) or disable (uncheck) voicemail.
  • Options – This setting affects audio voicemail (calling into voicemail), but does not affect the web portal voice messages. Check the appropriate inbox options. Choices are:
    1. Sort Voicemail inbox by latest first = plays newest messages first.
    2. Announce voicemail received time = plays the timestamp of the message.
    3. Announce incoming call ID = plays the caller ID number if available.
  • Operator Forward – This setting determines where a call is sent if the caller presses 0 while the voicemail greeting is being played. When using this feature, tell callers near the beginning of your recorded voicemail greeting that they can press 0 to redirect their call.
  • Number of Messages – Read-only field that shows the current count of messages. Click the Clear messages link to delete messages, but leave greetings in place.
  • Limit – Read-only field that shows user’s storage limit.
  • Used – Read-only field that shows user’s used storage. Click the Clear data link to delete all messages, greetings, and the name recording.
  • Voicemail Greeting
    1. To select an active voicemail greeting, click a greeting from the drop-down list.
    2. To play the selected greeting, click the  icon.
    3. To download the selected greeting, click the  icon.
    4. To upload or record a greeting, click the  icon to display the Manage Greetings pop-up window. Greetings must be in MP3 or WAV format.To upload a greeting:
      1. Next to New Greeting, click Upload.
      2. Use the Browse button to select the file.
      3. In the Greeting Name field, enter a name for the greeting.
      4. Click Save and Done.

      To record a greeting:

      1. Next to New Greeting, click Record.
      2. In the Call me field, enter number to call (either an extension or a telephone number such as your cell phone).
      3. In the Greeting Name field, enter a name for the greeting.
      4. Click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.

      Click Done. (Or click Add Greeting to add another greeting.)

  • Recorded Name – If your company has a dial-by-name directory, you must record your name to appear in the directory. Click the   icon to listen to your current name recording on your computer or click the  icon to upload or record a new greeting.
  • Email Notification – Adjust your voicemail to email settings. Choices are:
    1. None = no emails when voicemail is left.
    2. Send w/ Hyperlink = system sends an email to this user with a link to the voicemail.
    3. Send w/ Brief Hyperlink = system sends an email to this user in plaintext with a link to the voicemail.
    4. Send w/ Attachment (storage option) = system sends an email to this user with the audio file of the message attached. The storage option lets this user leave messages in his inbox as new, move to saved, or move to trash.
  • Options – Check the appropriate unified messaging options. Choices are:
    1. Send email when inbox is full = system sends an email if this user’s voice mail inbox runs out of space.
    2. Send email after missed call = system sends an email if this user missed a call.
  • Click “Save” when you are finished.

Auto Attendants

Automated attendants (“auto attendants”) are automated greetings with options to route calls.

The Auto Attendants list displays each auto attendant. From the Auto Attendants List, you can edit auto attendant settings and record the auto attendant greeting.

  • To display this page, click the Auto Attendants icon on the menu bar:
  • The following figure shows an example of the Auto Attendants page. The   button at the top-right side of the page refreshes the information on the page.

Adding Auto Attendants

The following procedure describes how to add auto attendants.

  • From the Auto Attendants page, click the Add Attendant The Add an Auto Attendant pop-up window appears.

  • Name – Enter a name for this auto attendant. The name should allow you to differentiate this auto attendant from other auto attendants you configured.
  • Extension – Enter a new extension number here  (Typically 4000, 5000, 6000, etc).  The system will tell you if the extension number is already in use.
  • Time Frame – Select a time frame to which this answering rule will be applied. Choices shown are the Time Frames located under the main Time Frames menu.  For information on working with Time Frames, click here.
  • Click Continue. A page similar to the following appears:

  • Complete the fields:
    1. Auto Attendant Name – This is the auto attendant name you entered on the previous page. Use this field to change the name if desired.
    2. Intro Greetings – Click the   icon to display the Manage Greetings pop-up window and play, upload, record, or delete greetings. See Recording Intro Greetings and Menu Prompts for more information on managing greetings.

 


Dial Pad Menu

Routes calls to one of a variety of resources when a caller selects that option. Click a number, and then select an application from the following pop-up:

  • User = goes to a user (extension).
  • Conference = goes to a conference bridge.
  • Call Queue = goes to a call queue.
  • Directory = goes to a dial by name directory.
  • Voicemail = goes to a specific mailbox.
  • Voicemail Management = allows outside staff to call in and retrieve voicemail.
  • External Number = forwards to an external telephone number (for example, to send caller to on-call staff).
  • Play Message = commonly used for hours and directions.
  • Repeat Prompt = replays the menu of options to the caller.
  • Add Tier = adds a submenu with a new greeting and set of options.

Options – Click this button to open a pop-up window with the following options. Click Done when finished:

  • Enable dial by extension = enable (check) or disable (uncheck) dial by extension.
  • If no key is pressed = sets the default action if no key is pressed.
  • If unassigned key is pressed = sets the action if an unassigned key is pressed.

Click Save when done.

 


Recording Intro Greetings and Menu Prompts

Each auto attendant can have an optional introductory greeting that plays when a call is directed to the auto attendant followed by the menu prompt. An example of an introductory greeting might be:

Thank you for calling Acme Corporation. You’ve reached us outside normal business hours.

A menu prompt might be:

Press 1 for sales, press 2 for marketing, or press 0 for operator assistance.

Separating intro greetings from menu prompts allows you to change greetings for holidays or night-time hours, for example, without re-recording the entire message.

To record an intro greeting:

  • From Auto Attendants page, click the  icon next to Intro Greetings. A Manage Greetings pop-up window similar to the following appears:

From this pop-up window:

  • To play a greeting, click the icon.
  • To upload a new greeting, hover over it, and then click the icon on the right side of the row. For New Greeting, click Upload. Click the Browse button, navigate to the MP3 or WAV file you want to use for your greeting, click the file, and click Open. Click Upload.
  • To record a new greeting, hover over it, and then click the edit icon on the right side of the row. For New Greeting, click Record. In the Call me at field, enter the number to call (either an extension or a telephone number such as your cell phone) and click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.
  • To delete a recording, hover over it, and then click the icon at the far right of the row. At confirmation prompt, click Yes to delete the recording or No to retain it.
  • When you finish, click Add Greeting followed by Done.

To record a menu prompt:

  • From Auto Attendants page, under Menu Prompt, click either the field Click to add a new menu prompt or click the  icon next to the field. Either step displays a Manage Audio pop-up window similar to the following:

  • Description – Enter a name for this greeting. The name should allow you to differentiate this greeting from other greetings you recorded.
  • New Greeting- Select whether to upload or record a greeting. Greetings must be in MP3 or WAV format. Choices are:
    1. Upload = use this option to upload a file for use as your greeting. Click the Browse button. Navigate to the file, click the file, and click Open. Click Upload.
    2. Record = if you select this option, enter the number to call (either an extension or a telephone number such as your cell phone) and click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.
  • Click Save in the Manage Audio pop-up window.

 


Editing Auto Attendants

  • From the Auto Attendants page, either Click a name OR hover over a name, and then click the icon at the far right of the Auto Attendants page. For example:

Either step displays a pop-up window similar to the following:

Click a number, and then select an application from the following pop-up:

  • User = goes to a user (extension).
  • Conference = goes to a conference bridge.
  • Call Queue = goes to a call queue.
  • Directory = goes to a dial by name directory.
  • Voicemail = goes to a specific mailbox.
  • Voicemail Management = allows outside staff to call in and retrieve voicemail.
  • External Number = forwards to an external telephone number (for example, to send caller to on-call staff).
  • Play Message = commonly used for hours and directions.
  • Repeat Prompt = replays the menu of options to the caller.
  • Add Tier = adds a submenu with a new greeting and set of options.

Options – Click this button to open a pop-up window with the following options. Click Done when finished:

  • Enable dial by extension = enable (check) or disable (uncheck) dial by extension.
  • If no key is pressed = sets the default action if no key is pressed.
  • If unassigned key is pressed = sets the action if an unassigned key is pressed.

Click Save when done.

 


Auto Attendant Best Practices

When configuring your auto attendant, observe the following best practices:

  • Consider your callers. Do they know with whom they want to talk or what function they need (customer service, sales, and so on)? Taking your callers into account will help you determine how to configure your auto attendant.
  • If callers know with whom they want to talk, assist them by providing options such as:
    1. Dial your party’s extension at any time.
    2. Press x for a dial by name directory.
    3. Press x for the first available person/general voicemail.
    4. Press 1 for Bob, 2 for Susan,” and so on. However, this approach does not scale well.
  • If callers do not know a specific person but need a function, provide options such as:
    1. Press x for a dial by name directory.
    2. For sales, press 1.
    3. For customer service, press 2.
    4. For accounting, press 3.

Keep greetings brief. Do not flood callers with too much information (hours, directions, fax numbers). Instead, place that information into a “play message” option.

Time Frames – Business

Using time frames, you can tell the system about the times when your office is open, closed, or celebrating a holiday.
Time frames do not go into effect until you apply a time frame to an answering rule or auto attendant greeting. When the time frames are applied, the first matching time frame becomes active.

Answering Rules

Answering rules define how incoming calls are handled

  • Log in to the web portal at https://portal.myvoip.me
  • Click the Answering Rules button in the menu bar:
    • Use the Ring for drop-down list to select the maximum number of seconds that incoming calls ring for this user before the system routes the call to the user’s voicemail or the Forward if Unanswered option, if configured.
  • Click the edit icon on the far right of the desired Answering Rule (In most cases, this will be labeled “Default”).

  • A window will open to configure the Anwering Rule:


Time Frame

  • Select a time frame to which this answering rule will be applied (The Default time frame applies 24×7.  To create a custom Time Frame, see the article for Time Frames.)

Do Not Disturb

  • If checked, the system sends all calls directly to voicemail (if available), without ringing the phone.

Call Screening

  • If checked, the system prompts callers to say their name, and then lets you screen the call before accepting it.

Call Forwarding

Some settings might not appear, depending on the features associated with your account.

  • Always – immediately forward calls to the number specified in the text field.
  • On Active –  Forward the call if the line is in use, bypassing Call Waiting.
  • When Busy – Forward the call if the line is in use, and Call Waiting is not available.
  • When Unanswered – Forward calls to the number specified in the text field if the call is not answered after the specified ring timeout.
  • When Offline – Automatically forward calls to the number specified in the text field if your phone has lost communication (for example, during a power outage).

Simultaneous Ring

Allows multiple phones to ring at the same time. Check boxes allow you to include the user’s extension, ring all user phones at the same time, and use answer confirmation for offnet numbers.

  • Include user’s extension – Whether or not to include your main extension in the ring group
  • Ring all user’s phones – Ring all devices that are registered to this user (ie handsets, soft-phones, mobile app)
  • Answer confirmation for offnet numbers – This is useful for when you include a cell phone in the ring group.  If you answer the call from your cell, the system will first ask you if you want to take the call.  This is also useful for preventing your cell phone’s voicemail from answering the call.  Without this option enabled, your cell phone’s voicemail may answer the call, rather than the VoIP system’s voicemail.

Changing the Active Answering Rule

You can define multiple answering rules, but only one rule can be active at a time. The active rule is the first rule with a matching time frame. Best practices dictate that you order answering rules according to how specific they are, with the most specific time frames (for example, Holidays) at the top.

Assume today is Monday, July 4th. In this example, the Holidays and Open time frames could match the time and date conditions for July 4th. If Holidays is the first rule, however, it becomes the active rule. But if Open is the first rule, Open becomes the active rule.

To specify a rule other than the top one as the active rule:

  1. In the Answering Rules tab, find the rule you want to designate as the active rule.
  2. On the left side of the Answering Rules tab, hover the mouse over the up/down arrows for that rule (the pointer changes to a 4-headed arrow). 
  3. Hold down your mouse button, drag the rule to the top row, and then release the mouse button. A message tells you that the answering rules have been reprioritized and prompts you to click Save.   
  4. Click Save. The Active designation appears next to the topmost time frame.

Blocking a Caller

  • Log in to the web portal at https://portal.myvoip.me
  • Click the Answering Rules button in the menu bar:
  • Click the Allow/Block button towards the top-right:
  • In the Allow/Block window, add the numbers that you wish to block, one at a time.  You can also enable the option to “Block anonymous or unknown” which will block calls that do not have a Caller ID number.

  • Click “Done” when you are finished.

Managing Greetings

There are two ways to manage greetings.  From your phone, dial 9999#.  Then follow the prompts to manage your greetings.  For a complete guide on using your phone to access the menu, click here.

From the web portal:

  • Log in at https://portal.myvoip.me
  • Click the Messages button in the menu bar:

  • Click the Settings tab beneath the Message bar:

  • To manage your greeting, click on “Voicemail Greeting” in the Greetings section
    • The easiest way to configure your greeting is via the Record option.  When you select the Record option, you can enter a number where the system will call you.  After clicking the Call button, the system will call the number you entered and will walk you through recording a greeting.  This number can be your VoIP phone or any other number (ie cell phone).  If you have multiple greetings recorded, you can select the active greeting on this page.

Checking Voicemail Messages

There are two ways to check your voicemail.  From your phone, dial 9999#.  Then follow the prompts to retrieve your message(s).  For a complete guide on using your phone to access the menu, click here.

From the web portal:

  • Log in at https://portal.myvoip.me
  • Click the Messages button in the menu bar:

  • You will see a list of your new messages.

Working With Users

Configuring Voicemail

After selecting a user, click the Voicemail tab.  A page similar to the following appears:

  • Enable – Enable (check) or disable (uncheck) voicemail.
  • Options – This setting affects audio voicemail (calling into voicemail), but does not affect the web portal voice messages. Check the appropriate inbox options. Choices are:
    1. Sort Voicemail inbox by latest first = plays newest messages first.
    2. Announce voicemail received time = plays the timestamp of the message.
    3. Announce incoming call ID = plays the caller ID number if available.
  • Operator Forward – This setting determines where a call is sent if the caller presses 0 while the voicemail greeting is being played. When using this feature, tell callers near the beginning of your recorded voicemail greeting that they can press 0 to redirect their call.
  • Number of Messages – Read-only field that shows the current count of messages. Click the Clear messages link to delete messages, but leave greetings in place.
  • Limit – Read-only field that shows user’s storage limit.
  • Used – Read-only field that shows user’s used storage. Click the Clear data link to delete all messages, greetings, and the name recording.
  • Voicemail Greeting
    1. To select an active voicemail greeting, click a greeting from the drop-down list.
    2. To play the selected greeting, click the  icon.
    3. To download the selected greeting, click the  icon.
    4. To upload or record a greeting, click the  icon to display the Manage Greetings pop-up window. Greetings must be in MP3 or WAV format.To upload a greeting:
      1. Next to New Greeting, click Upload.
      2. Use the Browse button to select the file.
      3. In the Greeting Name field, enter a name for the greeting.
      4. Click Save and Done.

      To record a greeting:

      1. Next to New Greeting, click Record.
      2. In the Call me field, enter number to call (either an extension or a telephone number such as your cell phone).
      3. In the Greeting Name field, enter a name for the greeting.
      4. Click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.

      Click Done. (Or click Add Greeting to add another greeting.)

  • Recorded Name – If your company has a dial-by-name directory, you must record your name to appear in the directory. Click the   icon to listen to your current name recording on your computer or click the  icon to upload or record a new greeting.
  • Email Notification – Adjust your voicemail to email settings. Choices are:
    1. None = no emails when voicemail is left.
    2. Send w/ Hyperlink = system sends an email to this user with a link to the voicemail.
    3. Send w/ Brief Hyperlink = system sends an email to this user in plaintext with a link to the voicemail.
    4. Send w/ Attachment (storage option) = system sends an email to this user with the audio file of the message attached. The storage option lets this user leave messages in his inbox as new, move to saved, or move to trash.
  • Options – Check the appropriate unified messaging options. Choices are:
    1. Send email when inbox is full = system sends an email if this user’s voice mail inbox runs out of space.
    2. Send email after missed call = system sends an email if this user missed a call.
  • Click “Save” when you are finished.