IP Talk Hosted Administration Training

Todays Agenda
Enterprise Administration
Group Administration Navigating the System Where to Login Enterprise Level Functions Group Level Functions Changing User Names and Passwords Contact Center Settings Call Detail Records

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Enterprise Administration
Your role as Enterprise Administrator, which is performed using the web interface, consists of the following:
View all groups within the enterprise Set policies for Group Administrators (i.e., set their entitlements)

Perform all functions that a Group Administrator can perform

Access and modify all user profiles within an enterprise including changing extensions, user names, which licenses the user can access, set passwords and more Change your personal password to the web portal

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Navigating the System: Administration Level Hierarchy

Enterprise Administrator
The left most column shows the Enterprise you are in. Click on the Enterprise link to get back to the top level.
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Group Administrator
To define group features pull down the list and select a group. These groups represent your physical locations.

User Level Administration

To access a user in your enterprise for their settings, select any from the drop down list; every user in your company is in a group.
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Login
All logins are accessed through https://navigator.iptalk.cimco.net The capabilities after login are defined by the entitlement of the person logging into the portal.

Username: Enter in the Username provided to you by CIMCO Password: Enter in the Password provided to you by CIMCO

Forgot Password?: Press this link for a user to change their password. For an enterprise administrator account please contact CIMCO at 877-691-8080 to reset
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Enterprise Administration: Navigation

When you log in you will be at a screen that shows the different levels of navigation. As an Enterprise Administrator you will have access to all levels of the enterprise.

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Enterprise Administration: Navigation Continued

1 2 3 1. The top level is navigation hierarchy. As an enterprise administrator youll see all levels of navigation (Enterprise, Group and Users) 2. The second level are the tabs to perform or view certain functions 3. The next level is buttons which change based on the tab you are viewing and underneath are items

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Enterprise Administration: Navigation Hierarchy

1 2 1. You can drill down and access a group directly under the Group list 2. You can drill down to individual users by using the User list

Note: When youre at the Enterprise level (as shown above), you can select either a Group or a User to change menus and view their details. The User list at this point is showing you all the Users in the Enterprise (whereas once you select a Group it will only show the Users in the selected Group).
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Enterprise Administration: Moving to Group Level from Enterprise

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1. Once youve drilled down on a group the group name will appear on the menu 2. A new set of tabs appears for the group level

Note: These are the same menus the Group Administrator will see on login.
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Enterprise Administration: Selecting a User from List

1. Select from the drop down list

Note: Next slide will show you how to search for a user. (Useful for very large organizations)
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Enterprise Administration: Searching for a User

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1. Press the Search key, a pop-up screen will appear

2. Search for User (or Group) based on actual names, user names, and phone numbers (you can use wildcards * for searches), then press the Search key
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Enterprise Administration: Moving back up the hierarchy

1 2

1. Press the Group hyperlink to see the group settings for the user 2. Press the Enterprise hyperlink to move back to the highest level of the hierarchy

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Password Reset
From the login page if you forgot your password press the Forgot password? hyperlink to reset your password.

Forgot Password?: Press this link for a user to change their password. For an enterprise administrator account please contact CIMCO at 877-691-8080 to reset

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Help Available Quick Tip

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1. Press the Help Available button 2. Press a hyperlink for detailed help information

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Enterprise Administration: Common Activities

The most common activities as an Enterprise Administrator will be to modify group and user settings; however a few items are important to know at the enterprise level; these include:
Changing your password

Managing Group Administrators passwords

View and download company directory

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Enterprise Administration: Password Management

Role Enterprise Administrator Function Change Request new Requirements

Must enter old password and create new one in portal

Must call CIMCO Help Desk

Change
Group Administrator

Change in Administrator
Use Forgot Password? button, request sent to Enterprise Administrator to change (via email) Enter in old password and create a new one Use Forgot Password? button, email sent to address in system

Request new
Change User Request New

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Password Management Requirements

Email addresses are essential for allowing for efficient password resets:
Enterprise Administrator: The Group Administrators Forgot Password request will send an email address to the Enterprise Administrators email address on file

Group Administrator: A primary administrator is identified by name and email under the Location Information for contact purposes only.
End User: Your end users will need a valid email address in their profile when to utilize the automatic password reset. When pressing the Forgot Password? Hyperlink the system will send the password to the end users email on file. System can not reset and will require a manual administrator reset if the email is not on file.

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Enterprise Administration: Changing Your Administrator Password

Under the Admin button select the Change Password item

Note: The Enterprise Administrator must enter their current password in order to change the password. If you have lost your password please contact CIMCO customer service. Unlike the Group Administrator or User passwords, the Forgot Password function is not available for the Enterprise Administrator
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Enterprise Administration: View and Download the Directory

In the Enterprise Directory tab, options to view and download the directory in PDF format are available.

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Group Administration
The Group Administrator capabilities may be done by the Group Administrator or the Enterprise Administrator and include the following:
Modify the profile of users within the group (e.g., name, calling line ID, phone number) Set holiday and office hour schedules View and assign users to available licenses Configure basic services (e.g. hunt group, call park, voice messaging) Set account and authorization codes Create password rules for users
Note: The Enterprise Administrator may choose to perform both the enterprise and group functions and limit or block any Group Administrator access
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Group Administration
Upon logging in, the Group Administrator will have access to only the group they are assigned and the users within that group.

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Group Administration: Main Page

The following are the tabs available for the Group Administrator:
Group Profile Department Manage Users Group Services Directory

Disaster Redirect

Tip: Under the Help File for Profile Menu there is a video describing these functions

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Group Administration: Profile Tab

The Group Profile Tab has seven items: Site Info: Location Info Service Authorizations Numbers Time Schedules Holiday Schedules Numbers Password Rules Administrators

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Group Administration: Profile Tab-Site Info

Item Location Info Change Password Service authorizations Description Shows you general information associated with your location, like contact details. Allows you to change your administrator password. Allows you to see service authorizations and service pack consumption for your Group. There are two types of services: one type that is assigned to Groups (like Auto Attendant) and another for Users (like Simultaneous Ring). The Services menu allows you to see which of these various services you have available and how many youve used. Shows you all the numbers available to your Group and whether or not theyve been Assigned and Activated. Assigned means that theyre currently in use by a User or Group service like Auto Attendant. Activated means that they are online and can be dialed from outside your location.

Numbers

Password Rules
Administrators
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Shows you the rules user must follow in formulating Navigator portal passwords and voice messaging/portal pass codes.
Add Administrator to group.
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Group Administration: Profile Tab-Site Info-Add Administrator

1. After selecting to add a new Administrator, create an Administrator ID 1 2 3 4

2. Type in the name of the person you are going to give administrative access
3. Type in their password

4. Select if this person is responsible for a Group or Department

Tip: Youll need to provide your other administrators with their user names and passwords manually.
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Group Administration: Profile Tab-Time Schedules

Use this page to list, add, modify and delete all the time schedules in the group. Use time schedules, for example, to configure the business hours for Auto Attendants. Time schedules can also be applied to services such as Call Notify, Priority Alert, CIMCO Anywhere features

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1. Select Add Time Schedule or Edit and Existing Schedule

2. Name your time schedule 3. Select beginning and ending days of the wee and hours for each day 4. Press Save

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Tip: Users can use your group time schedules or create their own.
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Group Administration: Profile Tab-Holiday Schedules

Use this page to list, add, modify and delete all the holiday schedules in the group. Use holiday schedules, for example, to configure the business hours for Auto Attendants. Holiday schedules can also be applied to services such as Call Notify, Priority Alert, CIMCO Anywhere features.

2 3

1. Select Add Holiday Schedule or Edit and Existing Schedule 2. Name your time schedule 3. Select beginning and ending days of the week and hours for each day 4. Press Save

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Tip: If a Holiday is only a single day, just put in the start day and no end day
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Group Administration: Departments Tab

The Group Departments menu provides you access to add, edit, and delete Departments. While CIMCO does not create departments, if you want to create departments to further organize your users, then the option is available to the group administrator. This can be useful to apply an Auto Attendant to a group only.

Tip: There is a help video on how to set up departments. Just select the Department Menu while hovering over help.

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Group Administration: Manage Users Tab

This provides direct links to be able to view and modify a users service settings and or profile. This gives the group administrator the ability to troubleshoot and edit their own users settings. It is a different path to access the users information just as the pull down menu of the hierarchy.

Note: Later in this presentation the user profile and services settings will be discussed

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Group Administration: Group Services Tab

The Group Service Tab has three buttons:
Site Services (with many individual items) Calling Plans Calling Plans Account and Authorization Codes FAC (Feature Access Codes)

Tip: There is a help video under Help Available. Just click on Group Services Menu and scroll down to the video.
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Group Administration: Group Services Tab-Site Services

Item Auto Attendant Broadworks Anywhere Call Center Call Park Call Pickup Group CLID Hunt Group Portal settings for dialing in for remote usage of CIMCO Anywhere Modify your CIMCO Contact Center ACD/queue settings (if subscribed) The ability to park calls against a pre-defined group The ability for a group to pick up others ringing phones Use this feature to display a common calling line ID for all users Allows users within an enterprise to be included in a specified subgroup to handle incoming calls received by an assigned Hunt Groups phone number Modify music on hold settings for your group Set options for the display of directories in the CIMCO Call Manager Change greetings, settings and voice portal management pass code
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Description

Music On Hold CommPilot Call Manager Voice Portal

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Group Administration: Group Services Tab-Site Services-Auto Attendant

1. After Selecting the Auto Attendant, select profile tab

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2. In profile change or set name of auto attendant and scope of dialing (enterprise, group, dept.) and options for dial by name 3. Different menus may be set for business and after hours (you must do both unless your business hours are everyday, all day) 4. Select default greetings or load your personal greetings 5. Set your options on your auto attendant for each selection (options available include, transfer with prompt, transfer without prompt, transfer to operator, extension dialing, name dialing, repeat menu and exit)
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Group Administration: Group Services-Site Services-Modify Call Center

The Contact Center is found under the group. Its built in under the Group Services tab. Then in the screen there will be an area for Call Center under Site Services to update the Contact Center settings.

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Items Administrator can Modify: Contact Center

Set Queue Length
Allow agents to join call centers (or force) Enable and change entrance message Enable and change Music On Hold Enable and change comfort message Set comfort message interval Enable Guard Timer and set time Assign Agents to Contact Center Assign/Change phone number/extension

Set/Change Contact Center Name

Set/change Contact Center Calling LINE ID Change Time Zone Force call Waiting on agents Force calls to agents in wrap up state Enable Queuing when contact center not staffed Set Call Distribution Policy Order Agents Set Weighting

Set/Change web password

Set/Change voice portal password View Contact Center Statistics Change Contact Center voice mailbox announcement Set Escape from Queue route

Set No Answer Settings

Skip to next agent after unanswered call Forward call after sitting in queue for x time Force maximum wrap-up time

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Group Administration: Group Services-Site Services-Contact Center

There are four areas of settings on the Contact Center Profile:
Profile Settings Contact Center Settings Users No Answer Settings

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Group Administration: Group Services-Site Services-Contact Center Profile

1 2 3

1. Change Password: This password is for the queue. The supervisor needs this password to monitor the queue from their client 2. Modify the name of your call center 3. Set the calling line ID of the contact center (this will be presented to agents so they know the queue/contact center routing the call

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Group Administration: Group Services-Site Services-Contact Center Profile

4. Call Routing Selections: - Select to require agents take calls when on a call - Select to route calls to agents in wrap up state - Select to enable calls in ACD when Contact Center is not staffed

1 2 3 4 6 7 5

5. Select Call Distribution Model from list (if selecting weighted then press edit to change weightings of agents) 6. Choose system or custom entrance, comfort messages and music on hold. 7. Set emails to provide daily queue reports

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Group Administration: Group Services-Site Services-Contact Center Profile

Call Distribution Policies:
Circular: Incoming calls hunt through agents in the order they appear on the list, starting with the agent following the agent to receive a call. When the search reaches the end of the list, it loops back to the top and continues until it has tried all users. Regular: Incoming calls hunt through agents in the order they appear on the list, starting from the top each time. Simultaneous: Incoming calls alert all agents at the same time. The first agent to answer handles the call. Uniform: Incoming calls hunt through all agents in order, starting with the agent who has been idle the longest and ending with the agent who most recently answered a call. Weighted Call Distribution: Incoming calls are assigned to idle agents based on percentages you assign on the Call Center's Profile Weighted Call Distribution page. Note: if this is selected there is an option to add the weightings on the Contact Center Profile Page

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Group Administration: Group Services-Site Services-Contact Center Settings

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1. Set the number of calls to allow in the queue from 1 to 50 2. Set the time between comfort message announcements (between 10 and 600 seconds)

3. Allow for agents to choose to join and unjoin call centers (otherwise system administrator automatically chooses)
4. Enable Music on Hold for queued calls (silent if unchecked) 5. Enable playing of comfort messages (time of playing is defined by time between messages setting) 6. Enable guard timer for xx seconds (between 1 and 30). Waits to offer call to agent after they hang up or other party hangs up for that many seconds to reduce bounced calls.
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Group Administration: Group Services-Site Services-Contact Center-Users

This is the screen where you assign the users to your contact center

1. Click Search to view all available users. 2. Select agents from available users and add them to the queue

3.

Move users up and down (for circular or regular distribution models)

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Group Administration: Group Services-Site Services-Contact Center-No Answer Settings

1 2 3

1. Select how long to ring an agent before offering to another agent when unanswered (between 1 and 20 rings)

2. Select when to forward a call after sitting in the queue for a certain time (between 1 and 7200 seconds (two hours) )
3. Choose where to forward calls to upon no answer

Tip: Forward calls with a Feature Access Code of *55 and an extension with voicemail to send to a voicemail box
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Group Administration: Group Services Tab-Site Services-Call Park

1. Set the time to recall the call to the person who parked it if no one picks up the call. Select if you want the parker to hear the extension the call is parked at (recommended) 2. Select or create a call park group 3. Select the users of the call park group from the list (note the users are only allowed in a single group) 4. Arrange the order in which calls are parked

1 2 3

4
Tip: The default Feature Access Code to park a call against the group is #58 and to retrieve a parked call is *88 followed by the extension number. This feature is different to call park to a specific extension which uses *68 to park the call followed by the extension number
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Group Administration: Group Services Tab-Site Services-Call Pickup

1. Choose or add a call pickup group

2. Add or remove users

Tip: The default Feature Access Code to pickup a call in your group is *98
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Group Administration: Group Services Tab-Site Services-Group CLID

1. Identify the Group Number to be displayed on your groups outgoing calls (default is none) 2. Select option if you want Group Number to be used instead of user number for outgoing calls

1 2 4 3

3. Select option if you want Group Name to be used instead of user name in outgoing calls 4. Enter in the Calling Line ID Name of the group

Tip: Group Calling Line ID ( Group CLID) settings can not be over-ridden at the user level
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Group Administration: Group Services Tab-Site Services-Hunt Group

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1. Select the Profile Tab 2. Enter in the Hunt Group Name and Calling Line ID of Hunt Group 3. Enter in the number of rings prior to forwarding to the next available agent

4. Enter in the total number of time the user is in ringing state prior to forwarding to another extension

Tip: Forward calls to a voice mail box to take messages when everyone in a hunt group is busy
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Group Administration: Group Services Tab-Site Services-CommPilot Call Manager

Select the directory capabilities you want to expose to users through the CIMCO Call Manager:

Display entire enterprise directory

Hide the Directory Allow for search only (not full display)

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Group Administration:
Group Services Tab-Site Services-Voice Portal
1. Modify calling line and name of voice portal 2. Allowing phone numbers or voice mail aliases allows users to log in remotely (i.e., not from their phones)

1 2 3 4

3. The wizard option forces users to change their password from the initial or a administrator reset 4. Set a default or custom greeting for the voice mail portal

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5. Set the default greeting for your users group-wide for leaving a message (end users can over-ride)
6. Enter in password for remotely modifying voice portal settings

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Group Administration: Group Services Tab-Calling Plans Tab- Calling Plans

This page displays menu items for your incoming and outgoing calling plans. You can view the types of calls you are authorized to make and receive on the list page for each calling plan including: Incoming Calls to group Calling within group Outgoing long distance Outgoing International Operator Assisted Calls Directory Assistance Special Services

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Group Administration: Group Services Tab-Calling Plans-Acct Codes/Auth Codes

1. Set if you want to use Account Codes or Authorization Codes

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2. Choose number of digits the codes will be 3. Select if you want to allow local and toll free calls without a code

4. Add users who shall use codes 5. Create a code and add a descriptions

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Tip: Account codes are not verified while authorization codes are. In a single group one or the other can be used, but not both

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Group Administration: Directory Tab

In the Enterprise Directory tab, options to view and download the directory in PDF are available. Modifying the common phone list allows you to add external or different numbers to the enterprise directory

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Group Administration: Disaster Redirect Tab

Disaster Redirect allows you to update the forwarding destination for the Call Forward Not Reachable destination that invokes when the link to your location is down

Tip: Entering the numbers to another main site or hunt group can provide coverage if your site is not available
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User Administration
The common applications of User Administration are:
Change the user name, calling line display information for this line Change/Set user passwords Troubleshooting

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User Administration: Change Name

After selecting the user, go to the Profile tab
1. Set Last Name and First Name of the user

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2. Set the Calling Line ID name for the user 3. Set the email of the user to ensure they can use the forgot password functionality
Note: Any change to the user profile will reboot a primary phone

Tip: Ensuring your users have their email will enable them to get a new password if they forget their login password
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User Administration: Reset Password

After selecting the user, go to the Profile tab (the same tab as changing name, you can have a password system generated or manually. 1 2 3

1. To have a system generated password, press Generate and Save, then email this password to the user. 2. To manually create one, type it in manually then save, then email to the user

3. For voicemail access create a numeric password (with the same generate option) and mail to the end user.
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User Administration: Troubleshooting

If a user has any issues receiving calls you may troubleshoot by going to their profile and to the Calling Features Tab and selecting Incoming Calls Any of the following, if set to on, can divert calls to a customer phone: Anonymous call rejection Automatic Hold/Retrieve Call Forwarding Always Call Forwarding Busy Call Forward No Answer Call Forwarding Selective CommPilot Express Do Not Disturb Selective Call Rejection Turn these options to off to ensure calls are not diverted
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Call Detail Records

CIMCO provides the ability to obtain Call Detail Records for all users in the enterprise. Rights to see records match the administrative rights for modifying user settings for group or enterprises. The ability to see records by user type is as follows:

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Call Detail Records

Call Detail Records are accessible for 9 months
Records are usually accessible within fifteen minutes of occurrence but may take up to forty five minutes Records may be accessed from September 15, 2009 onward Detailed usage instructions are available at www.cimcovoip.net

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Accessing Call Detail Records

1. Navigate to www.cimcovoip.net 2. Press on the Link: CIMCO IP Talk Hosted Call Detail Records 3. Login 1. Administrators should use their administrator ID and password 2. Users should use their user ID and password

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Running an Administrator Report

If running a single number or all numbers then press No for a specific range of numbers press Yes

Type in (All) for all numbers or type in a single number (no dashes) for one callers information

Select a start date and end date

To show report on sreen select Show Report to export report select Export Data

To view details on any particular call leg then press on the

in the report body.

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Running an End User Report

Select a start date and end date

To show report on screen select Show Report to export report select Export Data to Print select Print Report

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CDR Report Navigation

Page Navigation Text Search on screen

Zoom View Call Path Details

Refresh Data

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CDR Report Fields

Start Date and Time Calling Number (caller)

Direction Inbound, Outbound or Internal Call Dialed Number digits dialed

Called Number (receiver)

Other Party Call ID info Time Duration

Answer Date/Time
Account/ Authorization Code

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Questions?