Connected Office Voice
Administration User Guide
05/17/16
COV Administration User Guide
Contents
Getting Started – Dashboard Login ............................................................................................................ 3
Main Profile Screen ................................................................................................................................... 4
Group Services .......................................................................................................................................... 4
Auto Attendant Overview ........................................................................................................................... 6
Modifying Auto Attendant Settings ............................................................................................................. 6
Auto Attendant Modify Screen ................................................................................................................... 7
Auto Attendant: Business and After Hours Menu ........................................................................................ 9
Menu Listings .......................................................................................................................................... 10
Creating a Time Schedule ....................................................................................................................... 11
Setting up a Time Schedule for an Auto Attendant ................................................................................... 11
After Hours Menu .................................................................................................................................... 16
Creating a Holiday Schedule.................................................................................................................... 17
Setting up your Holiday Schedule ............................................................................................................ 17
Record/Change an Auto Attendant Greeting ............................................................................................ 20
To Record or Change an Auto Attendant Greeting ................................................................................... 20
Attendant Greeting .................................................................................................................................. 21
After Hour Menu ...................................................................................................................................... 21
From Outside Your Network .................................................................................................................... 22
Record and Upload files for Greeting and Announcements .................................................................................. 22
Group Call Park ....................................................................................................................................... 23
Group Call Park Settings ......................................................................................................................... 25
Group Call Pickup.................................................................................................................................... 26
Hunt Group.............................................................................................................................................. 29
Determining Group Policies ........................................................................................................................... 31
No Answer Settings ................................................................................................................................. 32
Adding and Removing Agents from your list of Assigned Users .................................................................................................. 33
Music on Hold/Video ................................................................................................................................ 36
Voice Portal ............................................................................................................................................. 38
Customer Service and Support ........................................................................................................................ 39
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COV Administration User Guide
Getting Started – Dashboard Login
Follow the steps below to access the Emerge dashboard login
Step
Action
1
Access: https://web1.voip.fuse.net
2
The Log In screen will appear as shown below.
Note: Your administrator username and password will be provided on your email
welcome letter
The portal allows for complete control of all user and group level features. Group feature examples would be Auto
Attendants, Hunt Groups, Call Centers, or Music on Hold. User feature examples would be Voicemail, Call Forward Settings,
Simultaneous Ring, BroadWorks Anywhere, or Remote Office.
Note: Cincinnati Bell Business is responsible for the management, monitoring and repair of the network core
infrastructure, network connectivity and equipment deployed at the customer premise. Adds, changes, or moves
requested may be charged as a fee.
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COV Administration User Guide
Main Profile Screen
Once you have successfully logged in to the web portal, you will be at the administration Main Profile Screen. From this
screen you have the ability to modify user settings and access all your primary Group services such as Auto Attendants, Call
Centers, Hunt Groups and other group services.
Throughout the administration portal each screen has a HELP option for more information about the current screen and
the service being reviewed, added, or modified. Click on HELP to find out more about the current screen and modification
options being viewed.
Main Screen Example
Group Services
The following section will cover basic administration options for all Group Services. The available group services vary
according to user selection. Refer to the “User Administration” section to review which Group services are applicable for Basic,
Standard and Premium User assignment. Some features may be available as an “Add-on” Features to the seat.
Your service includes a hunt group, auto attendant, and mailbox. The following sections will show you how to add new and
modify existing group services:
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
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Auto Attendant
Group Call Park
Group Call Pickup
Hunt Groups
Voice Messaging
Call Centers
To access the Group Services Screen, from the Main Profile Screen, select Services listed under the Options menu as
shown below:
The available group services will appear. *Note: This screen will vary depending on services ordered.
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COV Administration User Guide
Auto Attendant Overview
The Auto Attendant is an automated receptionist who greets and routes calls on the main reception line, as well as, the
phone extension of various departments in a company. It may be used in place of a receptionist greeting, or use for overflow
calls. Special greeting prompts can be customized and recorded for the company and individual departments (See Recording
Auto Attendant Greetings). Your company may have one or many Auto Attendants. They may be set up with Dial by Name or
Dial by Number directories.
The Auto Attendant is assigned a telephone number and an extension. Each Auto Attendant includes business hours and
after hours greetings for recording. You may record the greetings through The Company’s Voice Portal or by uploading a
.wav file via the web interface. The Menu items are customized and may be viewed and changed via our web interface.
Various options may be programmed for:


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Time of day
Day of week
Holiday Schedules
Modifying Auto Attendant Settings
Step
1
2
Action
Click on Auto Attendant from the Group Services Screen
From your list of Auto Attendants select the one you wish to modify, Click Edit.
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3
Click on Profile
Auto Attendant Modify Screen
From the Auto Attendant Modify screen you may perform the following:
 Change the Name of your Auto Attendant
 Assign a different Calling Line ID
 Select a Department assigned to the Auto Attendant
 Alter the Business and After Hours Menu Options The Auto
Attendant Modify Screen is shown below.
Note: All fields that are marked with an asterisk (*) are required.
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Option
Description
Name
The name identifies the Auto Attendant and is found in the list of Auto
Attendant(s). You may rename the Auto Attendant by typing a new
name in the Auto Attendant Name text box.
Calling Line ID First
Name and Last
Name
The Calling Line ID Names reflect the To: and From: displayed when
calling the Auto Attendant number or extension. To change the Calling
line ID of the Auto Attendant, simply type in the new name or number
in the Calling Line ID First and last name Test box , can be
alphanumeric.
In order to select a Department, one must have been created when
your service was configured.
Department
Note: To create a department, please call customer service to set up
new departments and assign users to your department.
Extension Dialing
This determines whether the Auto Attendant can redirect callers by
extension to any user in its Enterprise, Group or department.
Name Dialing
The option determines if the Auto Attendant can redirect callers by
name to any user in its Enterprise, Group, or department
Name Dialing
Entries
Change how callers find users from your Dial by Name Directory, by
searching first and last name entries.*Groups may also be assigned by
your service provider and are generally applicable as a way to identify
multi-locations
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Auto Attendant: Business and After Hours Menu
To modify or add to your current Business and After Hours items. Click on the Business Hours or After Hours Menu. Once new
items are added to the menu, the greeting must be changed to reflect the new additions for listening and selection.
To set up/review access Auto Attendant > Business Hours Menu
Business Hours Screen
Business Hours Greeting
To personalize your Business Hours greeting, follow the instructions to record your greeting by calling into the voice portal or,
follow the instructions to upload .wav audio files. *The Auto Attendant example above reflects a .wav file uploaded into the
system. See Recording Auto Attendant Greetings
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Menu Options
Enabling First level Extension Dialing box allows callers to enter the extension of the party they want to reach without selecting
a menu option first. Enabling this feature makes the Auto Attendant more convenient for callers who already know the
extension of the person they are trying to reach.
*Reminder: When recording your Auto Attendant message, make sure you state Extension Dialing is an
option in your recording. Example: “If you know your party’s extension, you may dial it at any time.”
Menu Listings
To modify your menu listings type in the desired menu listing under the Description column. Then select the desired “action” from
the drop-down lists, the Action control offers the following choices.
Choice
Description
Transfer with prompt
Plays the message, “ Your call is being transferred, please hold”, and
transfers the call to the specified number
Transfer without Prompt
Transfers to the specified number without playing a prompt
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Transfer to Operator
Name Dialing
Extension Dialing
Repeat Menu
Exit
Plays the message, “Please stay on the line while your call is transferred
to the operator”. The call is then transferred to the specified operator
number
Brings the caller into the automated name directory
Prompts the caller for an extension, and transfers the user
Replays the Auto Attendant greeting
Terminates the call
Note: When any “Transfer Action” is selected, a phone number text box will appear under the Phone Number column. Click the
Ok button to retain changes.
Creating a Time Schedule
Setting up a Time Schedule for an Auto Attendant
After the menu items for the Business and After Hours are modified or created, time schedules can be set up for when the
Business Hours and After hours menus selections are available and greetings are played.
Every Day All Day is the default setting and will play the same greeting 24/7, unless, a Time Schedule has been created. Once
the Time Schedule(s) have been created, they will be listed as a selection in the Business hours drop down box.
To Create a Time Schedule for your Auto Attendant, follow the steps below.
Step
Action
1
Access Main Menu Profile
2
Select Schedule
3
Click the Add button in the Schedule Screen
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4
Enter Time Schedule Name and select if it is a Holiday or Time Schedule. Select OK
5
Click on the Schedule to edit.
6
Click Add
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7
Enter Event Name
8a
Daily Schedule: Start Date & End Date should be same day
Start time & End time should reflect your business hours
Under the Recurrence Pattern select Daily
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8b
Weekly Schedule: Start Date & End Date should be same day
Start time & End time should reflect your business hours
Under the Recurrence Pattern select Weekly
Check all days that apply to Start Time & End Time
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8c
Monthly Schedule: Start Date & End Date should be same day
Start time & End time should reflect your business hours
Under the Recurrence Pattern select Monthly
Enter Month date or weekday
8d
Yearly Schedule: Start Date & End Date Should be same day
Start time & End time should reflect your business hours
Under the Recurrence Pattern select Yearly
Enter Month and Date or Month and weekday
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9
10
Once your Time Schedule is set up select OK
Go back to the Auto Attendant to modify screen
Select the new business hours schedule from the business hours drop down box.
Click OK
After Hours Menu
You can make available different menu items for callers after normal business hours by creating an
After Hours Menu
Note: If you use a Business Hours Schedule, be sure to record your After Hours greeting through the Voice Portal, or
upload a file. It is not necessary to create a Time Schedule for the After Hours as the greeting and menu items will
automatically be played and available to the caller, after the Business Hour Time Schedule has been created.
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Creating a Holiday Schedule
During Holiday’s your office may operate with different business hours requiring a different schedule and greeting. For Holiday’s,
you may set up a separate Auto Attendant only for Holidays use, or, use your existing Auto Attendant and change your greeting
to reflect the times your company will be unavailable during a Holiday.
Setting up your Holiday Schedule
Step
Action
1
Access Main Profile Page > Schedule
2
Click the Add button located at the bottom or top of the screen
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3
Enter the name of the Holiday in the Schedule Name and select Holiday for the
Schedule Type. Select OK
4
Select Holiday Schedule to Edit
5
Select Add
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6
Enter the dates and name of your Holiday’s. You may decide to create a separate
Holiday schedule for each holiday; in that case, only one holiday would be
entered per schedule.
The Holiday Schedule is created and ready to be selected in the Auto Attendant.
7
Thanksgiving Example: Enter the Thanksgiving Start & End Date
Mark as an All Day Event if closed for both days
Recurrence Pattern should be Yearly
Set criteria for the 4th Thursday in November
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8
Christmas Example: Enter the Christmas Start & End Date
Mark as All Day Event if closed for multiple days
Recurrence Pattern Should be Yearly
Enter the Day & Month of recurrence
9
In order to set up Holiday Schedule to work in the Auto Attendant:
Go back to the Auto Attendant Modify Screen. In the Holiday Screen Text Box,
use the Drop down arrow and select the Holiday Schedule you created. By
changing the Business Hours to “Every Day All Day” it will play your Holiday Greeting
24/7. Next, record or load the After Hours Greeting to play for the Holiday Schedule
The holiday schedule will play the After Hours menu options and greeting.
To remove the holiday greeting, select “none” on the holiday drop down list and revert back to the previous settings. The
After Hours greeting will need to be re-recorded or loaded with the previous after hours greeting.
Record/Change an Auto Attendant Greeting
There are two greetings you can record for your Auto Attendant using the Voice Portal; the Business Hours and After Hours greetings.
To Record or Change an Auto Attendant Greeting
The Auto Attendant may be accessed from any IP phone in your network or, from any outside phone. You will need your Voice
Portal Number or extension to access the Auto Attendant.
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From any IP phone in Company Network
Step
Action
1
Dial the extension of the Voice Portal Number
2
Press the * Key
3
When Prompted for the Mailbox ID, enter the extension of your Voice Portal
Number
4
Enter your passcode followed by the # Key
5
Press 1 to Change an Auto Attendant Greeting
6
If you have more than one Auto Attendant, enter the extension of the Auto
Attendant you are changing
7
Press 1 to change the Business Hours Greeting
8
Press 2 to change the After Hours Greeting
Business Hour Menu
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Press 1 to Change Business Hours Greeting
Press 1 to Record Business Hours Greeting
Press 2 to Listen to current Business Hours Greeting
Attendant Greeting
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If you have more than 1 Auto Attendant, enter the extension of the Attendant you are changing.
Press 1 to change the Business Hours Greeting
Press 2 to change the After Hours Greeting
Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension or ID for each auto
attendant
After Hour Menu
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Press 2 to Change After Hours Greeting
Press 1 to Record After Hours Greeting
Press 2 to Listen After Hours Greeting
Note: If you are looking for the extensions of the Auto Attendants, please print or refer to your Enterprise
Directory. (Select a user within your group> once in their profile select Utilities> Within Utilities select
Enterprise Directory> Select Enterprise Directory Summary)
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From Outside Your Network
When accessing your auto Attendant from an outside phone you will need your Voice Portal Number.
Step
Action
1
Dial the Voice Portal Number
2
When prompted for the Mailbox ID, enter the extension of your Voice
Portal followed by the # Key
3
Enter your passcode followed by the # Key
Press 1 to change an Auto Attendant Greeting
4
If you have more than 1 Auto Attendant, enter the extension of the Auto
Attendant you are changing.

Press 1 to change the Business Greeting

Press 2 to change the After Hours Greeting
Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension for each Auto Attendant.
Record and Upload files for Greeting and Announcements
Instead of recording your greetings from the voice portal, you may decide it is more convenient to have recorded files loaded for
your Auto Attendant(s), Call Centers Announcements, and for Music On hold/Parked Calls. The same instructions will apply to
loading files throughout the administration portal. Follow the below steps when using the Windows Sound Recorder.
Step
1
Action
Go to Start/All Programs/Accessories/ Entertainment/Sound Recorder.
The windows Sound Recorder will open. If you will be using a microphone,
make sure your microphone is plugged in. You can test by hitting the (record
button) and talking.
2
Press
to record your message. When finished with your recording
press
After you have recorded the message, hit
(play) to hear the recording
3
Click on File in the top left corner of the recorder. Click on Properties prior to
saving your wav file, to change the Format to: CCITT u-law, (8.000 kHz, 8 bit,
Mono).
4
Click on the Convert Now button.
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Step
5
6
Action
Select CCITT u-law format to convert the file to be loaded.
To save the Format and Attribute settings for future use, click on Save As
Click OK.
7
Go back to the Sound Selection screen, click Ok. The file is now in the correct
format. After naming the file, Click Save
After naming your file, click on Save. Now you may upload your file to any
group service that has a text box available for Greetings and
Announcements. As indicated in each group service section.
Group Call Park
With Group Call Park you may change the Recall Timer, Display Timer, and enable Parked Destination Announcements. By
creating a Call Park Group, it allows the administrator to make adjustments and modification to Parking features
unavailable with “standard” Call Park. This configuration also allows the administrator to define Call Park Settings for each
group.
Select Call Park listed under the Services Column
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Group Call Park Settings
Recall Timer
The Recall Timer option applies to all Parked calls, both for standard Call Park and a created Group Call Park. The Call Park
service has a single Recall Timer option. Group Call Park groups do not have their own individual Recall Timer Options. The
Recall Timer option has a range from 30-600 seconds, the default is 45 seconds.
Display Timer
The Display Timer option controls how long the Application Server waits before automatically, releasing the parked call when
using the Group Call Park. The Display Timer option has a range from 2-15 seconds. The Default setting is 5 seconds.
The Display Timer is applicable only with the Group Call Park and not in standard Call Park.
Parked Destination Announcement
The Parked Destination Announcement option controls whether the Application Server provides an announcement.
Adding and Modifying Call Park Groups
Option
Details
Modify a Call Park Group
Select Edit beside the name of the call Park group. The
call Park Modify Page with appears. Make adjustment
click Apply or OK.
Add a Call Park Group
Click Add. The Call Park Add page appears
Save your changes
Click Apply or Ok. Apply saves your pages. Ok saves your
changes and displays the previous page.
Notes: All Features listed above are available through Group Call Park; these features are not available with the
standard Call Park.
After Call Park has been configured simply use the feature access code assigned for this service (#58) for the group
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Group Call Pickup
The Call Pickup service allows users to answer a call that is ringing at another extension within their group. If more than one
phone within the group is ringing, the phone that has been ringing the longest is the one that is picked up first. Once set up, use
the Feature Access Code (FAC) *98 to pick up a ringing phone in your group.
Note: Each person can only be in 1 Call Pickup group
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Choice
Action
1
To create a Call Pickup Group, click Add
2
Enter the Group Name
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3
Click Search then select and add the Available Users that need to
become Assigned Users
Select OK
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Hunt Group
A Hunt Group automatically processes incoming calls received by a single phone number by distributing them among a group
of users or agents. Multiple settings are available for configuration.
Disclaimer: Activating BroadWorks Anywhere, Mobility, IM Presence endpoint termination or Remote Office on any user
contained in a hunt group will override Call Forwarding Not Reachable.
To modify an existing Hunt Group: Within Services, select Hunt Group.
To modify a Hunt Group, select the Hunt Group to Modify, and click Edit.
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In order to make changes to the Hunt Group select the Profile menu.
Next, choose a name to identify the Hunt Group. The Name will be displayed as identification purposes in the directories and the
list of Hunt Groups.

The Calling Line ID Last/First Name, the name selected will reflect to users in the Hunt Group on incoming
calls and to the internal group when dialing the Hunt Group number. Note: Text boxes marked with an *
must be filled out.

When Allow Call Waiting box is checked additional calls may be taken by agents in the Hunt Group.
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Determining Group Policies
Group Policies apply to Hunt Groups and Call Centers and may be changed at any time by the Group Administrator.
Option
Description
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.
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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 the order, starting with the
agent who has been idol 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 Profile Weighted Call Distribution page.
No Answer Settings
Option
Skip to the Next
Agent
Defined
After X rings check box to pass incoming unanswered calls to the next
user after the specified number of rings, as determined by the current
group policy
*1 ring = 5 seconds
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Forward Call After
Waiting
After specified Seconds checking this box will send unanswered calls
to the phone number specified in the Calls Forward test box. The box
accepts value from 0 to 7200 seconds or 2 hours.
Call Forward To
Enter a number in the Calls Forward To box to
Transfer calls to the number entered when a call is not answered in the
time specified in the Forward call after waiting box. The following
Feature Access Codes may be used:



Direct Voice Mail Transfer
Calling Line ID Delivery Blocking per Call
Calling Line ID Delivery Blocking Allowing per Call
Adding and Removing Agents from your list of Assigned Users
Depending on the policy assigned to the new Hunt Group, the system will route calls to users in the order they are listed in the
Assigned Users column.
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COV Administration User Guide
Step
Action
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COV Administration User Guide
1
2
Select the Search button
In order to Add a user to the Assigned User list:
Select a user from the Available Users column and click on the Add button


To add all users listed in the Available Users column, Click Add All.
To add one or more users in the Available Users column, select the desired
names and Click Add.
To select a single user, click the desired name on the list. To select multiple
users, hold the CTRL key and click the desired names. To select a range of
names, click the first name, press the SHIFT key, click the last name, and then
release the SHIFT key.
3
In order to Remove a user from the Assigned User list:
Select the user from the Assigned Users column and click on the Remove button

To remove all users listed in the Assigned Users column, Click Remove All.

To remove one or more users in the Assigned Users column, select the
desired names and Click Remove.
To select a single user, click the desired name on the list. To select multiple users,
hold the CTRL key and click the desired names. To select a range of names, click
the first name, press the SHIFT key, click the last name, and then release the
SHIFT key.
4
Click Apply once all changes are made
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Choice
Description
Move up a user in the
list
Click the name in the “Assigned Users “column and click Move
Up.
Move a user down in
the order
Click the name in the “Assigned Users” column and click Move
Down.
Add a Hunt Group
Click Add
Music on Hold/Video
This Service will allow you to use system music or upload your own preferred music. The music will play when a caller is placed
on Hold or Park.
 The Music/Video Screen will appear. Select the Group you wish to modify and click Edit.
 The Music/Video On Hold Modify Screen will be displayed.
 Checking the Enable boxes for Call Hold and Call Park allows the system to play the selected options for System

Defined Music, External Sources, and Custom files.
To upload your Custom Music/Video File, select the custom Radio Button, then select the file you wish to load.
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Note: To upload a file, your music on hold must be converted in either of the following formats:
For .WAV files:




For .WMA files:




Linear PC
16.000 kHz
16 bit mono
WAV file type
Linear PCM
16.000 kHz
16 bit mono
WMA file type
For both .WAV and .WMA files:

The maximum audio length is 2 minutes for a Voice Messaging Greeting and Custom
Ringback User/Group.

The maximum audio length is 10 seconds for user's Voice Portal Personalized Name.

The maximum audio length is 10 minutes for the Music On Hold greeting.

For all other services, the maximum audio length is 5 minutes.
To save your changes Click Apply, Ok will saves changes and displays the previous page.
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Voice Portal
The Voice Portal was activated when your service was configured. Modifications may be made to change user’s
access and privileges to record, compose /send, and forward messages to other members in the group.
It is important to note that the voice portal is used to access and record greetings for the Auto Attendant. If
disabled, users will not have access to voicemail options, or recording features.
Phone Number: This is the number you will call when checking or recording messages from outside of the
network
To Reset the Voice Portal Password: type in a new 4-8 digit password, re-type again and
click OK.
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Customer Service and Support
Congratulations and Welcome to your new Connected Office Voice Service we are pleased to have you on
board and look forward to serving your organization!
Please contact our Customer Care Support Number with questions about your service, billing, or
changes regarding your system.
Customer Care: 877.290.2777 Option 4 or [email protected]
To report any service issues or to place a trouble ticket, please contact Technical Support.
Technical Support: 877.290.2777 Option 3
Learn more about your voice system via our support page located at
cincinnatibell.com/smallbusiness
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