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BT Cloud Phone.
User guide for the Admin Portal.
A guide to setting up and making
the most of BT Cloud Phone.
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What’s in this guide.
1. Welcome to BT Cloud Phone.
1.1 Being an administrator.
1.2 What’s worth considering?
1.3 Accessing the BT Cloud Phone portal.
1.4 BT Cloud Phone help and support.
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2. Express setup.
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2.1 Company info.6
2.2 My info.
2.3Review.
2.4 Download apps.
Emergency calls.
999 or 112 emergency calls.
Each BT Cloud Phone number is
registered to a specific address, so
when you make a 999 or 112 call
that’s the address the emergency
services will see. Make sure you or
your users add their emergency
services address based on their
current work location. You can
check or update your emergency
addresses on the BT Cloud Phone
admin portal in the Phone system
tab under Phones & numbers. Click
on a device to see its emergency
address and add anything that’s
missing. Remember to keep
emergency addresses up to date.
If you move a device to a different
address, you’ll need to update the
emergency details straight away.
It’ll avoid a delay if a user needs to
use the device to call 999 or 112.
With any groups that you set up,
please note that emergency
services are only provided with a
single address for 999 or 112 calls
from any of the phones in the
group. So, it’s important that
phones in a group are all at the
same physical address.
You might not be able to make
999 or 112 calls when there’s a
power or network failure or if using
the service through an app on a
mobile device.
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3. Admin portal dashboard.
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4. Phone system.
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5. Users.
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6. Reports.
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7. Call log.
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8. Billing.
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9. Tools.
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10. BT Cloud Phone integrations.
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3.1
3.2 3.3 3.4 3.5 3.6 Phone system.
Users.
Reports.
Call log.
Billing.
Tools.
4.1 Company info.
4.2 Phone numbers.
4.3 Auto receptionist.
4.4 Groups.
4.5Phones & devices.
5.1 User list.
5.2 Roles.
5.3 User groups.
5.4 Templates.
6.1 6.2 6.3 6.4 6.5 8.1 8.2 Summary.
Queue activity.
User activity.
Phone number.
Call details.
Service summary.
Calling rates.
9.1Archiver. 9.2 Appearance.
9.3 Session timeout.
9.4Hot desk session timeout.
9.5Account linking.
9.6 Directory integration.
10.1BT Cloud Phone for Microsoft Office 365.
10.2BT Cloud Phone for Google.
10.3 BT Cloud Phone for Skype for Business.
10.4 BT Cloud Phone Meetingsfor Microsoft Outlook.
10.5BT Cloud Phone App for Salesforce.
10.6BT Cloud Phone App for Zendesk. 10.7BT Cloud Phone App for Desk.
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1. Welcome to BT Cloud Phone.
Welcome to BT Cloud Phone, the up-to-date way to manage your
business communications on any device, from any location, at any time.
1.1 Being an administrator.
As an administrator, you can set up and change the BT Cloud Phone system settings for
yourself and other users. The Express Setup and simple navigation mean you’ll be ready
to go within minutes – to get started you’ll just need to follow the on-screen
instructions and this user guide.
The BT Cloud Phone portal can be used to update your service whenever you like, from
adding new users to simply making a few changes to your existing set-up.
There are built-in short video tutorials to help you get to grips with many of the
features, and there’s a My Extension User Guide for when you’re using your own
BT Cloud Phone account.
The BT Cloud Phone portal lets you see how many of your people are using the service,
how many licences you’re allowed to allocate, and therefore how many are free. If you
reach your limit and want to buy some more, simply contact us and we can sort that out
for you.
1.2 What’s worth considering?
Every business is different in terms of how it operates. We want to make sure your
BT Cloud Phone service meets your needs and easily handles all the different ways that
your customers can contact you. Therefore it’s worth taking time to consider what you
want the service to do for you and how you want it to work.
Before setting up, here are a few things to take into account:
• What volume of calls do you receive and does it fluctuate throughout the day?
• Do you want to manage calls differently depending on the time of day and the day of
the week?
• How do you want to handle calls to main company numbers such as those used for
sales or support?
• Would it be a good idea to put calls in a queue, so callers don’t hear an engaged tone?
• Do users need different features, such as mobile applications and conferencing?
Remember, a user is generally a person, but could also be a ‘functional’ user such as a
reception phone.
• Does everyone need voicemail?
• Is your workforce distributed across multiple locations?
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1. Welcome to BT Cloud Phone.
1.3 Accessing the BT Cloud
Phone portal.
You can log in to the BT Cloud Phone online portal from a desktop, a smartphone
or a tablet:
1. Go to https://portal.btcloudphone.bt.com and sign in using your main
BT Cloud Phone number and password. There are options to sign in with email if this
is set up in your user details, or using a Google account if you’ve got one. The portal
works with a range of browsers, including Internet Explorer, Firefox, Chrome, Safari
and Webkit.
2. Download the BT Cloud Phone mobile app for your smartphone or tablet.
To prevent unauthorised people from accessing your account information,
it includes a security measure that requires users to enter a security code
sent to them by email or voice call, to confirm an account when they log in on
a new or unrecognised computer.
1.4 BT Cloud Phone help
and support.
Once you’ve signed in to the portal, you’ll see the Get Help link in the top right hand
corner, or you can access it at https://support.btcloudphone.bt.com. You’ll find lots of
useful ‘how-to’ articles for both administrators and users which are organised into
relevant categories and provide ready answers to most questions. You can also search
the knowledge base by keyword or phrase. Common tasks are supported by short video
tutorials to guide you through the process; there are links to user guides for the system
and phones and you can submit a case online and get real-time updates from an expert.
When you use the knowledge base, please help us to improve it by rating the content.
If the Help Centre articles, guides and videos don’t tell you what you need to know or if
you have any problems setting up or using your BT Cloud Phone system, you can contact
BT Cloud Phone support on 0800 389 0598. If you have BT Cloud Phone Connect or
Collaborate, we’re open 24/7. If you have BT Cloud Phone Basic or a single user account,
you can call us 8am to 6pm Monday to Friday (excluding public holidays).
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2. Express setup.
Note:
The log-in link expires after
30 days. If you click on an expired
link, you’ll be asked to submit
your company number and we’ll
then send you another email
with a live link.
The first thing to do is click on the log-in link in the welcome email, specify your account
security details then follow the setup wizard. BT Cloud Phone will start Express Setup,
which takes you through the steps to personalise your new phone system quickly and
easily, using the options set out below. We recommend that you complete all the steps
(it won’t take long) to get the most from your BT Cloud Phone system. If you skip any
steps you’ll be given the chance to do them next time you log in.
The first step is to schedule an appointment for someone to talk you through the
process – you can choose another contact for the training if you prefer. You’ll receive a
confirmation and reminder by email. If it turns out that the time doesn’t work for
you after all, you’ll be able to change it later.
Your account is now ready for setup.
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2. Express setup.
2.1 Company info.
Users.
You can now add users and their extensions.
Complete their details then accept or change the assigned extension. Repeat for every
BT Cloud Phone user at this number. Users can now set up their own extension settings.
Company greeting.
This is where you can set up the company greeting that callers hear when they phone
the main company number. The system gives you a default greeting but you can also
record or import a personalised greeting if you prefer.
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2. Express setup.
Operator.
You’ll need to decide which user or group will be the Operator extension. When callers
phone the main company number and press 0, this extension will receive these calls and
any messages. The system gives you a default extension but you can change it to
another extension if you prefer.
2.2
My info.
The settings for your extension are set up at this stage – you can change them at any
time if you need to.
My info.
Check and confirm your personal details and choose a different number for your
extension if you want to – don’t make it 0 or 9 because these numbers are reserved.
Then just select the correct time zone for your location before continuing. You’ll need to
complete the registered address details for emergency services. This is important as it’s
the address the emergency services will see when you make a 999 or 112 call from this
number. Make sure that your users add their emergency services address based on their
current work location and also let you know if this changes.
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2. Express setup.
Call forwarding.
In Call forwarding you can add forwarding numbers, such as a mobile or home number,
and set calls to ring at these numbers either one after another in order of priority or all
at the same time.
Voicemail.
In Voicemail select the default voicemail greeting or choose one of your own that you
record over the phone or upload from your computer.
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2. Express setup.
2.3
Review.
2.4 Download apps.
The next step lets you view a summary of your Express setup settings, which you can
change if you want to before confirming. Remember, you can view and change your
settings at any time once you’ve set them up.
You’ll now have the chance to download BT Cloud Phone apps for your mobile device
and desktop computer. Mobile apps for Android, iPhone and iPad give you quick and
easy access to your BT Cloud Phone account wherever you are. Desktop apps let you
control calls from your PC or Mac.
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3. Admin portal dashboard.
Note:
To use your own BT Cloud Phone
account, click on Admin portal at
the top of the screen and select
My extension from the drop
down menu.
The images below show you how to quickly navigate the main areas of the
BT Cloud Phone admin portal dashboard, and a summary of the features you’ll
be able to access. The areas you can see depend on your admin role. Contact the
Super Administrator if you want to change your role and permissions.
We’ll go into more detail for each area in sections 4-9. The other buttons for
Conference, RingOut and FaxOut are user functions that are covered in the
My Extension User Guide.
3.1 Phone system.
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3.2 Users.
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View and change company contact details, company greeting and call handling.
Manage company numbers.
Set up menus for routing callers to the extension they need.
Set up and manage extensions for groups.
Review your phone and device inventory.
Take shortcuts to edit company business hours, change company greeting,
set company caller ID and video tutorials.
Assign users and extensions.
Manage users’ settings and messages.
Set roles and permissions to control what users can do.
Create user groups and manage group members (only for Connect and
Collaborate customers).
• Use Templates to apply the same settings across lots of different users.
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3. Admin portal dashboard.
3.3 Reports.
• View incoming and outgoing call activity over a chosen date range as summary data
and charts.
• Choose reports based on an account summary, queue activity, user activity, phone
number or call detail.
3.4 Call log.
• Use this to view call activity and create customised logs and reports so you can
review incoming and outgoing calls and faxes for all users.
• Look at a simple version or pick a more detailed view with itemised steps to explain
what happens to a call and individual call costs.
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3. Admin portal dashboard.
3.5 Billing.
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3.6 Tools.
• Archiver* lets you connect to Dropbox or your SFTP so you can upload recordings.
• Appearance lets you add a logo with a hyperlink to your BT Cloud Phone site.
• Session timeout lets you set how long to wait before inactive users are
logged out.
• Hot Desk session timeout** lets you set the session expiry time for
common phones.
• Account linking is where users with multiple BT Cloud Phone accounts can view
services for all accounts from a single location. You’ll need to contact the
BT Cloud Phone support team to set it up.
• Directory integration is where you can automatically input users from your
corporate directory.
* Only for Collaborate customers. ** Only for Connect and Collaborate customers.
Manage your service plan.
Check your billing cycle.
View your billing history.
Check charges by destination.
Set permissions for international dialling.
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4. Phone system.
4.1 Company info.
In the Company Name tab you can view and edit the name that’s used in the default
company greeting.
The BT Directory Listing tab is where you can list your BT Cloud Phone number, name
and address in directories, such as the BT Phone Book.
4.2 Phone numbers.
This is where you’ll see details of all numbers that are associated with your BT Cloud Phone
account. There are separate tabs for each type of number, including the main company
number, numbers assigned to users and those that are still available for you to assign,
numbers transferred to BT Cloud Phone from other services and numbers allocated to
common phones. Click on a number to see its details. You can give the company numbers
a descriptive label or nickname if you want to help identify them.
In each tab you can use the search boxes to find specific numbers by free text, extension
or location.
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4. Phone system.
Add number in the Company and Assigned tabs lets you order new numbers for your
BT Cloud Phone account. Select a local number which you can then connect to your
Auto Receptionist or to a specific extension before completing the order.
To keep an existing phone number and have the calls forwarded automatically to your
BT Cloud Phone, go to the Company tab and click on Forward number. To transfer
existing phone numbers to BT Cloud Phone, go to the Transferred tab and click the
Transfer numbers button on the right. This will start the number transfer wizard.
Take a look at the Transferring Numbers to BT Cloud Phone video if you want to keep
your existing phone number(s) for use with BT Cloud Phone or forward calls from
another number.
4.3 Auto receptionist.
In the General Settings tab decide how you want to greet, answer and route the calls
that come in to your main company phone number during and after business hours.
Set up your call recording options here too.
There are more tabs where you can create and manage IVR (Interactive Voice Response)
menus. These give people different options when they call the company (for example,
press 1 for sales, press 2 for billing), so their calls are routed to the right place.
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4. Phone system.
In Company hours, choose 24 hours/7 days a week if you want to handle incoming calls
the same way all the time, every day. Or pick Custom hours if you want to deal with your
incoming calls differently during and after business hours.
Use IVR Settings to manage what your callers hear, during and after business hours.
You can play a company greeting, giving your callers the option of entering an extension
at any time during the message to be connected directly, or you can route calls straight
to a person or a call queue extension. If the caller takes no action after hearing the
greeting, you can send them to the operator extension or choose to disconnect the call.
In Company greeting you can listen to the greetings set up for business hours and after
hours. Click Edit to change a greeting or its settings. Use the default company greeting
or record one of your own, either over the phone or through your computer
microphone, or upload one from your computer.
In Custom Answering Rules you can apply advanced call handling rules depending on
the incoming caller ID, called number, date range and time of day. Caller ID rules apply to
calls coming from a list of specific phone numbers which you choose. Called number
rules are activated when callers dial the selected number, for example calls in response
to a promotion. Date and/or time rules are based on a weekly schedule or on a specific
date range. Any combination of these rules is possible.
Remember to test your call flows carefully to make sure calls are being handled
as expected.
General IVR settings lets you view and change the number that you select to use as the
operator which receives all incoming calls and messages. It can be any of your extensions.
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4. Phone system.
Dial-by-Name directory lets your callers find the extension they want by entering
all or part of the user’s name. You can turn this feature on or off, and choose which
extensions you want included in the directory.
Call recording lets you manage on-demand and automatic call recording options, and
the announcements that people will hear at the beginning and end of each recording.
On-demand call recording lets users record calls at any time by pressing (*) (9) on their
phone dialpad. Enable Automatic call recording (only for Connect and Collaborate
customers) if you want to record every call to a specific user or group extension – the
recordings will be saved in your Call log. Allow users to mute sections of the call recording
so that sensitive information isn’t captured.
Regional settings is where you can set your time zone in either 12 or 24 hour format.
You can also select your home county code here so you can make local calls without
having to dial the area code first.
There’s a drop down box in the banner where you can switch your IVR menu (see below)
mode from single to multi-level (only for Connect and Collaborate customers). For
example, a simple single level IVR might be “Thank you for calling Company Ltd. Please
press 1 for sales, press 2 to speak to customer services, or press 3 for accounts. If you
know the extension number of your party, you may dial it any time”. The multi-level IVR is
an extended automated phone menu that gives full control over how calls are routed to
make sure your business needs are met. It efficiently connects callers to individuals, call
queues, or locations within an organisation, based on their selections from the menus.
In the IVR menus tab you’ll see a list of existing menus and their details. IVR menus
give callers prompts and menu selections that will route them automatically to the
extension that they need. Think carefully about your IVR menus before putting them
into practice.
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4. Phone system.
Validate menus lets you check existing IVR menus and see if anything is missing. To add
a new menu, select + New IVR menu, accept or overwrite the extension number and
name, then click Save. The new extension is now listed in the IVR menus tab. You can
click on it to view and change the IVR menu information and settings.
In the IVR editor tab use XML Editor to manage the XML files that define the IVR
menu. There are example menus for you to use if you choose to or you can import or
export your own XML files.
If you’re a Connect or Collaborate customer and have a multi-level IVR, the Visual
IVR Editor is a tool that helps you to build and manage the multi-level menus using
an easy to use graphical interface. You can add menus and assign to extensions with
just a few clicks.
When you first launch the Visual IVR Editor, you’ll be invited to take a tour through the
main features used to create and edit an IVR tree.
Click the phone icon to create a new IVR tree; this automatically generates a menu with
a pre-set extension which you can edit later. Hover over the menu and click + to add
links to your IVR menu from the following options:
New menu creates a new menu as an option within your tree.
Existing menu lets you choose an existing menu from a different IVR tree.
External transfer lets you transfer the caller to an external number.
Directory transfers the call to a dial-by-name directory menu.
Voicemail sends callers to an extension’s voicemail where they can leave a message.
Extension sends callers to a specific extension, which can be a group or a user.
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4. Phone system.
Hover over the menu then click on the
three dots and select Settings to edit and
customise the menu settings, or Delete if
you want to remove it from the editor.
You can easily make in-line edits by
clicking on items such as the name of the
menu, extension number, or key presses.
Simply click the item you’d like to edit,
make your changes, then click out to save.
When you save your IVR menu,
BT Cloud Phone will automatically verify
the settings and display any missing
information. Your IVR menus are saved
in the folder icon in the upper left corner.
Click the folder icon to preview and open
each menu you’ve created.
In the Prompts Library tab you can import prompt recordings or record your own
prompts – or maybe consider having your greetings and prompts professionally
recorded.
4.4 Groups.
In Groups you can set up extensions for people who do similar activities or
offer similar services and decide what to do with the calls that come in for them.
There are separate tabs for each group type – you can choose from the
following options.
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4. Phone system.
Note:
Your BT Cloud Phone is set up
with a maximum of 10 members
in a simultaneous call queue.
If you need more, just contact
BT Cloud Phone support on
0800 389 0598.
Call queues.
Call queues are usually used to route incoming calls to several user extensions. They can
be a powerful addition to your phone system, increasing efficiency by directing calls to
the right employees. A call queue always has a name and an extension number of its
own, such as Ext 1 for sales or Ext 2 for billing.
To add call queues, plus the people who will pick up the calls for each queue, select
+ New call queue in the Call queues tab and then choose Call queue in the Add group
menu. Enter the extension number, name and the manager’s email and click Save. Now
use the tick boxes to select the people that you want to be members of the call queue.
The new call queue is now listed in the Call queues tab. It’s inactive to start with, as
indicated by the grey bullet in the Status column. The group manager will receive an
email with a link so that they can activate it and set up the extension.
Click on the group to bring up the Call queue menu.
Under Info you’ll see general information about the group which you can view
and update. You can set the hours when the call queue is active. For times when you
expect to receive more calls than the call queue can handle, there’s an Overflow call
queues option that sends ‘overflow’ calls to another call queue (only for Connect or
Collaborate customers). You can turn this on or off as call volumes vary.
Direct numbers is an optional feature that lets you add a specific number to the call
queue, such as a dedicated customer service or sales team number.
Greeting lets you decide what the caller hears when they enter the call queue. Turn the
Call queue greeting option on if you want callers to hear a recorded greeting before
they’re connected to someone. The greeting can be a default option or one of your own
that you record over the phone or upload from your computer.
In Call handling decide on the order that calls are sent to the call queue members. With
the Rotating option, all call queue members receive approximately the same number of
calls over time. The Simultaneous option rings every extension at the same time. The
Audio while connecting and Hold music settings decide what callers will hear while
they wait to be connected to a member of the call queue.
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4. Phone system.
In Messages & notifications you can create a voicemail greeting in case no one in the
group can pick up the call. You can also choose which mailbox the group’s messages go
to and who will receive notifications for voicemails, missed calls and received faxes.
Paging only.
A Paging only group lets you make real-time, one-way broadcasts through multiple
desk phones and special paging devices.
Select + New paging only line in the Paging only tab and then choose Paging only in
the Add group menu. Enter the extension number and name and click Save. Now you
need to add details of the devices you’re assigning to the group, and the people who will
be allowed to page the group. Although you can leave it until later, this step is
important as unrestricted access to a paging group can lead to misuse.
Under Info you’ll see general information about the group, which you can view and
update. Under Paging click on Devices to receive page and tick those that you want to
be part of the paging group. You can filter on phones with a paging feature or paging
devices. Now click on Users allowed to page this group and select from the list of
available users.
This new group is now listed in the Paging only tab – just click on it if you want to
change the group information and settings.
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4. Phone system.
Shared lines.
A Shared lines group lets you use up to eight phone lines across up to 16 desk phones.
You can answer calls to a shared line at any phone in the group, and you can forward a
call to another phone in the group by putting it on hold then taking it off again at one of
the other handsets.
To set this up, select + New shared line in the Shared lines tab and then Shared lines in
the Add group menu. Enter the extension number, name and manager’s email and click
Save. Now choose how many phone lines you want to assign to the group, up to a
maximum of eight. You can order new lines with new numbers, or use existing phone
numbers – any order details and prices are shown.
The next step is to pick the desk phones that will receive the calls – you can add up
to 16 phones, either existing or new – again, any details and prices will be shown. Now
add the address that emergency services will be sent to if you dial 999 or 112 from any
phone in the group. Please note that emergency services are only provided with this
one address so it’s important that the phones are all at the same place. Finally, complete
the shipping address and shipping option for your order – you can review your order
details and charges before proceeding.
The newly created group is now listed in the Shared lines tab. It’s disabled to start with,
as indicated by the grey bullet in the Status column. The group manager will receive an
email with a link that allows them to activate it.
Click on the group to bring up the shared lines menu.
Under Info you’ll see general information about the group, which you can view
and update.
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4. Phone system.
Check the details of the phones and lines assigned to the group. You can add or remove
them as needed, or change your emergency services address. Use Line configuration to
set the phone line order by clicking the up-down arrows; you can also complete the
labels that phones in this group will show on their display. Click Preview on phones to
see the how the phone lines are displayed on the shared line phones.
Direct numbers is an optional feature that lets you add a specific number for the group,
such as a dedicated customer service or sales team number.
Under Greetings & blocked calls you can record a group-wide greeting that callers will
hear before being connected to a shared line. Blocked calls stops certain numbers, or
those with no caller ID, from calling the group.
In Call handling you can set up rules for what callers hear while connecting, where calls
to the group go if all the lines are busy, and how long to wait before forwarding
unanswered calls, either during or after normal business hours. Outbound caller ID is
the number you’d like displayed when making calls from any line in the group.
In Messages & notifications you can choose how you want to take messages, decide on
the greeting played to callers being transferred to the group voicemail box, and pick
which extension will receive messages. Under notifications, you can choose which
activities you want to trigger email alerts and the email address to send them to.
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4. Phone system.
Note:
The following BT Cloud Phone IP
phones have presence capability:
• Polycom® VVX® 300 series.
• Polycom® VVX® 400 series.
• Polycom® VVX® 500 & 601.
Park locations.
A Park location is a group of users who can park calls for each other on a dedicated
extension. They’ll need to have a phone with presence capability, or by using the
Desktop app HUD (Heads-Up Display) or the Mobile app. Take a look at the My
Extension User Guide for more about using the Desktop app.
To set this up, select + New park location in the Park locations tab and then choose
Park location in the Add group menu. Accept or overwrite the extension number and
group name, then click Save.
Under Info you’ll see general information about the group, which you can view and
update. Under Location users select Users of this park location and tick the users that
can park calls to this extension and receive parked call.
The Park location is now listed in the Park locations tab.
For each Park location user you’ll need to check or set up their Presence, making sure
the Park location extension is listed in the Appearance tab (in Users, click on the user
name and you’ll find their Presence under Phones & numbers).
Call monitoring (only for Connect and Collaborate customers).
A Call monitoring group defines a set of permissions allowing users to monitor the
calls of other users. Any user can monitor calls, a facility that works best when using
a phone with presence capability or by using the Desktop app HUD. Take a look at the
My Extension User Guide for more about using the Desktop app.
To set this up, select + New call monitoring in the Call monitoring tab and then choose
Call monitoring in the Add group menu and enter the group name. Now use the tick
boxes to select the people that you want to monitor this group. Then select the people
that can be monitored in a similar way and click Save. The new call monitoring group is
now listed in the Call monitoring tab.
Click on the call monitoring group to bring up the settings menu.
Under Info you can view and update the group name or delete the group.
Group members lets you view and update the people who can monitor the group
or be monitored.
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4. Phone system.
For users who can monitor calls, you’ll need to check or set up their Presence, making
sure the extensions being monitored are listed in the Appearance tab and will appear
on their phone or Desktop app HUD (in Users, click on the user who can monitor calls
and you’ll find their Presence under Phones & numbers).
Messages-only extension.
A Messages-only extension is a dedicated extension for receiving voice messages.
All calls forwarded to it are automatically sent to the voicemail box. In the Others tab,
select + New messages-only extension from the drop down menu and then choose
Messages-only extension in the Add group menu. Enter the extension number,
name and manager’s email and Save. The new extension is now listed in the Others tab.
It’s disabled to start with, as indicated by the grey bullet in the Status column. The
extension manager will receive an email with a link that allows them to activate it.
Click on the extension to bring up the settings menu.
Under Extension info you’ll see details about the extension which you can view
and update.
Direct numbers is an optional feature that lets you allocate a specific number to the
message only extension.
In Messages & notifications you can set up the voicemail greeting that the caller will
hear when they call this extension. You can also define who will receive notifications
when messages are left.
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4. Phone system.
Announcements-only extension.
An Announcements-only extension is a dedicated extension for playing a recorded
announcement. Any calls routed to it will hear this message before being disconnected.
In the Others tab, select + New announcements-only extension from the drop down
menu and then choose Announcements-only extension in the Add group menu. Enter
the extension number, name and manager’s email and click Save. The new extension is
now listed in the Others tab. It’s disabled to start with, as indicated by the grey bullet in
the Status column. The extension manager will receive an email with a link that allows
them to activate it.
Click on the extension to bring up the settings menu.
Under Extension info you’ll see details about the extension, which you can view
and update.
Direct numbers is an optional feature that lets you allocate a specific number to the
announcements only extension.
In Announcement you can set up the voicemail greeting that the caller will hear when
they reach this extension.
4.5Phones & devices.
This is where you can check the details of any device that’s associated with your
BT Cloud Phone account, and see which phones are already assigned and which are
available to give to new users. You can also buy more phones here if you need to.
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4. Phone system.
There are separate tabs for each type of device. The User phones tab lets you see the way
the phones are allocated by their extension numbers; this includes softphones – that’s
people using the desktop app to control calls from their computer. Click on a phone to see
its details, change its allocation and check the emergency address details.
You’ll see any Common phones that people in the office can log in to and use as their
own extension (only for Connect or Collaborate customers). In the common phone details
you can log out a user or reallocate the phone as a common phone. There are tabs that
provide information about any Paging devices and Shared lines. The Unassigned tab
shows you which phones have unassigned extensions that can be allocated to new users.
When you click on an unassigned phone you’ll see the phone details with an option to
give it to someone – just add in their details and an address for the emergency services.
Unassigned phones that you can set up with extensions or convert to a common phone
also appear here.
In each tab you can use the search boxes to find specific devices by free text,
status or type.
Use Add device to buy new phones and devices from the BT Cloud Phone range.
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5. Users.
5.1 User list (includes adding
users and phones).
This is where you can view existing users, add or remove users, assign new phones and
extensions, set roles to control what users can do and manage how users’ calls are
routed. In Users with extensions you’ll find a list of people already using the service,
with details of their internal extensions, direct phone numbers, roles and voicemail box
activity. The list identifies the Super Admin who has full control of the entire
BT Cloud Phone service. For anyone who hasn’t yet activated their account, click on
the Resend invitation link to resend their welcome email.
Add User lets you increase the number of extensions supported by your BT Cloud Phone
account. A bandwidth test tool is supplied so you can check that your access network
and LAN can support these extra users or whether you need to add more bandwidth.
You can add users with and without phones as you choose.
Note:
To make sure you experience the
quality of calls you’d expect, only
IP Phones supplied from the
BT Cloud Phone portfolio can be
connected to the service – we have
a range to choose from, so you can
pick the one that best suits your
business needs.
Download user list is a handy tool for auditing users or publishing a company directory.
It creates a list of all users with their contact details, phones and numbers.
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5. Users.
Unassigned extensions shows you the extensions and phone lines that are still
available, so that you can assign them to new users. To add someone new, first select
the extension or phone line you want them to use, then enter their contact details.
Once you’ve finished, their details will be in the Users with extensions list.
Clicking on a user takes you to User details where you can view or edit their
BT Cloud Phone settings, role and groups or reset their password. People
can view and change their own personal settings in the Settings tab on their
BT Cloud Phone portal, but this information also appears here so you can
make changes on their behalf if needed. You may want to take a look at the
My Extension User Guide to help you do this.
The role Standard (International) is assigned to new users by default. Edit is where you
can change their role and give them different permissions – for example, the role of
User Admin lets them create and manage users and groups as well. There's more
information on roles and their descriptions in section 5.2.
Click Back to return to the full user list.
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5. Users.
5.2 Roles.
With Roles, administrators can control what users are able to do within the system. A
role is a collection of permissions which could be based on a job function.
You’ll see a list of predefined roles, based on a fixed set of permissions, that can’t be
changed or deleted. New users are given the Standard (International) role by default.
Or you can click on New role to create a custom role with your own set of permissions
(only for Connect and Collaborate customers).
There’s a summary description of each role – you’ll need to click on the role name for a
full list of the permissions included in that role.
International calling must be set up at the company level before you can grant
permission to individuals (see section 8.2). And don’t forget that giving someone
administrator status will give them full access to change any phone and user settings, so
use it carefully.
5.3 User groups
(only for Connect and
Collaborate customers).
A user group gives a group manager access to all members’ settings and call logs.
For example, a sales team with the sales manager having access to the settings and
call logs for the salespeople.
In User groups, the + New Group button takes you through the steps needed to
create a user group, then assign its members and a group manager.
The new group is now listed in User groups. Click on a user group to edit its details
and members.
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5. Users.
5.4 Templates.
Rather than adding user information one at a time, Templates let you apply the same
settings across multiple users. Click Add Template to create a new template then
complete the details – you may want to take a look at the My Extension User Guide
– and save. Click on Apply to select the people who are going to be using the
template settings.
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6. Reports.
Note:
You can access Reports as an
administrator from the
BT Cloud Phone mobile app.
6.1 Summary.
Use Reports to view historical call activity as summary data and charts. You can look at
a summary for your account or click on one of the other report tabs - Queue Activity,
User Activity, Phone Number or Call Detail - to create a report based on this activity.
Select the date range for your report by clicking the down arrow in the date box. Apply
filters and select columns to focus your report on the data you want to see. Once you’ve
created a filtered view click + to save it for easy access in the future.
This is where you can view a summary of call activity over the chosen date range for all
incoming and outgoing calls. Fax and extension-to-extension calls are not included.
There’s a breakdown of incoming calls that lets you see how many have been answered,
missed or have gone to voicemail. There are charts showing the trend in incoming call
volume and the average peak call time by hour.
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6. Reports.
6.2 Queue activity.
This tab shows call volumes, handling and response times by call queue. Click on the up
arrow by Expand to apply filters to the data:
•
•
•
•
6.3 User activity.
Call queue lets you select one or more call queues.
Call type lets you focus on either internal or external calls.
Dialled number allows you to filter calls by the main company numbers you’ve used.
Call length allows you to exclude short calls that are typically where callers dial a
wrong number or hang up.
Use this tab to view call volumes, daily or hourly call rates and average length of call
by user. You can see how many calls have been answered, missed or have gone to
voicemail. Click on the up arrow by Expand to apply filters to the data:
• User lets you select one or more user. To do this, click on the Users box, tick the people
that you want to include, then click Done and Apply.
• Call type lets you focus on either internal or external calls.
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6. Reports.
6.4 Phone number.
This is where you can view call volumes, daily call rates and average length of incoming
calls by a dialled number. It’s useful for viewing which company numbers are creating
the most traffic. You’ll see how many calls have been answered, missed or have gone to
voicemail. Click on the up arrow by Expand to select one or more number. To do this,
click on the Dialled numbers box, tick the numbers that you want to include, then click
Done and Apply.
6.5 Call details.
Use this tab to view and export detailed call information over the chosen date range.
Click on the up arrow by Expand to apply filters to the data:
• Users lets you select one or more user. To do this, click on the Users box, tick the people
that you want to include, then click Done and Apply.
• Call type lets you focus on either internal or external calls.
Click on the Export button to export reports as csv files.
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7. Call log.
The Call log is a way of reviewing all the incoming and outgoing calls and faxes for the
company number or specified extensions – you can look at a simple version or pick a more
detailed view with itemised steps to explain what happens to a call and individual call costs
(scroll window to view). Call logs are stored for one year or until you delete them.
The arrow icons indicate different types and status of activities:
Incoming call
Incoming fax
Outgoing call
Outgoing fax
Missed call
Use the Call log to create customised reports on call activity; select the time period,
then choose from advanced features such as type of call, call direction, extension,
blocked calls, or recorded calls. You can also show the referral URLs for calls made
through RingMe buttons on web pages. Once you’ve finished your call log report,
you can send it directly to an email address on a daily, weekly, or monthly basis on
specified days.
There are direct links to RingOut from the phone numbers column and to
Add New Contacts from the names column.
Download your call logs and call recordings by clicking on the Download button.
To clear your call log click on the Purge button.
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8. Billing.
8.1 Service summary.
Under Service Summary you’ll see information relating to your BT Cloud Phone
contract, billing and service usage. In Billing Transaction History, you can look back
over your full billing history.
Note:
BT Cloud Phone accounts have
a cap on chargeable calls (such as
international calls and UK calls not
included in your call package).
This is to help protect you from
unauthorised usage and highlight
unusual call spend. It’s unlikely, but
if your account does reaches its cap,
then users will receive a voice
prompt. Of course, we don’t want
to stop you making authorised calls
so we can set the cap to suit your
business. To review the cap on your
account, call BT Cloud Phone
support on 0800 389 0598
and select the required menu option.
8.2 Calling rates.
Note:
You can access Billing as an
administrator from the
BT Cloud Phone mobile app.
If you’re reaching the end of your minimum period, you’ll see a Renew Contract option
here too, so you can renew your contract through the BT Cloud Phone portal (available
from June 2017).
Calling Rates includes a list of call charges for premium rate destinations. If you scroll
down there’s also the option to disable or enable International Calling. If it’s disabled, it
will be turned off for all users on your account; if it’s enabled, you can view a list of call
rates by country and turn them on or off as you prefer.
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9. Tools.
9.1Archiver
(only for Collaborate customers).
Archiver lets you connect to Dropbox or your SFTP so you can upload recordings.
9.2 Appearance.
This is where you can add a logo to your BT Cloud Phone site and set a hyperlink
when users click on it.
9.3 Session timeout.
Session timeout lets you set how long to wait before inactive users are logged out.
It can be as little as 15 minutes or as long as 24 hours.
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9. Tools.
9.4Hot desk session timeout
(only for Connect and
Collaborate customers).
This is where you can set the session expiry time for common phones.
The default value is 12 hours.
9.5Account linking.
If you have multiple BT Cloud Phone accounts, you can ask BT Cloud Phone support to
set up account linking. This area of the portal is where you’ll see a summary of the linked
accounts and their services. Once linked, the company directory shows users from all
accounts and calls made between accounts are regarded as internal extension to
extension calls.
9.6 Directory integration.
This is where you can automatically input users from your corporate directory into
BT Cloud Phone.
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10. BT Cloud Phone integrations.
BT Cloud Phone integrates seamlessly with the following business applications, helping
users to work more efficiently and improve customer service and support.
10.1BT Cloud Phone for
Microsoft Office 365.
BT Cloud Phone for Office 365 is available for all users running Office 365 with
Google Chrome web browser. Users should visit the Chrome Web Store to download
the extension. Once installed, BT Cloud Phone for Microsoft Office 365 integrates
contacts and capabilities from BT Cloud Phone and Office 365.
10.2BT Cloud Phone for Google.
BT Cloud Phone for Google is available for all users with an active Google account and
using Chrome web browser. Here are some of the features they’ll be able to access:
• M
ake or receive calls through the BT Cloud Phone system directly from their
Gmail account.
• Schedule BT Cloud Phone conferences and BT Cloud Phone meetings from
their Google calendar.
• Click to dial any phone number in Gmail.
• Listen to your voicemails directly in Gmail.
Users can download the extension from the Chrome web store by searching
for BT Cloud Phone.
10.3 BT Cloud Phone for Skype
for Business.
BT Cloud Phone for Skype for Business is available for all users of Skype for Business
running Windows 7 or later. It lets users make and receive BT Cloud Phone calls, send
and receive texts, start online meetings and host audio conferences and update their
presence status, all within Skype for Business.
10.4 BT Cloud Phone Meetings
for Microsoft Outlook
(only for Connect and
Collaborate customers).
This extension lets users schedule or start a meeting directly from Outlook. A scheduled
event in Outlook is automatically synchronised with the BT Cloud Phone meetings app.
It's available from the Tools tab on the My extension portal. They'll need to select
Meetings then Meetings Outlook plugin from the downloads options.
10.5BT Cloud Phone App for Salesforce.
(only for Connect and
Collaborate customers).
This applies to customers who are running Salesforce CRM from Salesforce.com.
A Salesforce administrator can set up the app by following the instructions in the
App for Salesforce Administrator Guide. Users can then download app for Salesforce
from the Tools tab on their dashboard.
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10. BT Cloud Phone integrations.
10.6BT Cloud Phone App for Zendesk.
(only for Connect and
Collaborate customers).
This applies to customers who are running Zendesk customer service software.
Administrators can download the app from the Zendesk app exchange and install it on
Zendesk by following the instructions in the App for Zendesk Administrator Guide.
10.7BT Cloud Phone App for Desk.
(only for Connect and
Collaborate customers).
This applies to customers who are running Desk.com customer service software.
Administrators of Desk can download the app from the Desk app exchange and install it
on Desk by following the instructions in the App for Desk Administrator Guide.
Offices Worldwide.
The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions
of contract. Nothing in this publication forms any part of any contract. © British Telecommunications plc 2017. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No. 1800000.
RingCentral logo is a registered trademark of RingCentral, Inc. Polycom and VVX are trademarks of Polycom, Inc.
May 2017 - PHME 72070