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Fonality Connect+ User Guide

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  • 1. ®Connect + Install Guide ® For more information please visit fonality.com or call 877-FONALITY. 1
  • 2. ®Table of ContentsGetting Started with Fonality Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Fonality Assist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3Activate your Fonality Connect IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Fonality Connect Softphone Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4E911 Setup and Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . .. . 5Extension Details and Extension Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 6 Voicemail Settings .. . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Routing and Appearance Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Set Up your Auto Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Using the Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Recording Voice Prompts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Creating and Using Submenus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . ..11 Editing the Call Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Example Auto Attendant Using Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 13Using Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 CDR Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..14 ACD Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Creating and Managing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Adding a Queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16 Viewing and Managing Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18Options Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 Global Settings . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Time and Country Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 20 Telecom Settings . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . .20 Night Mode Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 21 Other Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 21 Professional Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22 2
  • 3. ®Getting Started with Fonality ConnectTo use your service, you will need to activate your phones, configure your extensions,and set up your features.Below is a step-by-step overview of this process. We will also be happy to help you set up yourservice over the phone at no charge. Call 1-866-366-2548 for help setting up your new phonesystem, have your numerical server ID ready as you will be asked to enter it.Fonality AssistFonality Assist is a service that is included with every system Fonality sells. Designed to getyou up and running as soon as possible, Fonality Assist is a program that assigns a FonalityAssist Specialist to help you through the setup and configuration of your Fonality Connectsystem as well as monitor and offer specialized assistance during the first month of activation.Program benefits include: » Complementary program enrollment with every system » Get up and running faster with full installation support » Improve adoption with user-type training » Specialized care assistance with active monitoring » Priority support and escalationFor more information please visit fonality.com or call 877-FONALITY. 3
  • 4. ®Activate Your Fonality Connect IP PhonesUse the activation process below to use your Fonality Connect IP phones. » Take the Ethernet cable and connect the IP phone to the Internet. To do this, plug one end into the jack marked LAN on the back of your phone and the other end into your router or switch. » Plug in the power cord to an electrical outlet. » The phone should boot itself up, if it displays an error such as “Network Link is Down” or “Could Not Contact Bootserver”, try restarting the phone and checking all connections to make sure the phone is plugged in properly receiving both power and internet into the correct ports. » After booting, you should see the extension number on the screen. » Perform these steps for all your IP phones. Once they are activated, please proceed with verifying your E911 Status and setting up your extensions by launching your web browser and navigating to http://cp.fonality.com. Log in using your administrator credentials found in your welcome email.Fonality Connect Soft phone ServiceIf you are setting up a Softphone without a desk phone, please follow the steps below to installthe software. Make sure that you have your softphone license key written down somewhere asyou will need it during the installation process. » Plug your headset into your computer’s headset port (sometimes located on the front of the computer) » Log into the Admin Panel at using your server’s admin username and password. » Click the “Extensions” tab, and locate the extension you wish to pair with the softphone. Click on the extension number and review all off the settings for accuracy (email address, web username, web password, etc.) » Set the “Phones/Devices” drop-down menu to the softphone (e.g. SOFTPHONE001). » Click “Apply all changes” once you have selected all of your desired settings. » Run the softphone installer from here for PC. 4
  • 5. ® » When the installer runs, enter your registration key (from the CSV file emailed when you ordered your softphone(s). » To properly provision the softphone, please use the web username & web password for your individual extension. The admin login will not work. » The audio tuning wizard lets you adjust your headset and microphone. Just follow the directions. » When you complete the installation wizard, your phone will be fully configured with the correct extension and device information. » For more information on your Fonality Softphone go to this page.E911 SettingsYour E911 settings are used to provide address-specific information to emergency serviceswhenever someone makes a 911 call. Emergency personnel use this information to dispatch aresponse team if the caller is unable to speak or if the call is suddenly disconnected. It is veryimportant that the address for each device (extension) is accurate and verified. To configure yourE911 settings, please follow the steps below. » Scroll over the Users/Extensions tab at the top of the page, in the menu below it click E911. » On the E911 page a list of numbers will be shown, some may have extension numbers assigned to them and some may not, this is normal. » On the right of the screen under the column marked ‘Status’ there will be lights that are a deep RED. Click on the pencil next to these lights to edit the E911 information. » A new window should launch with a form to fill out the correct address information for the E911 system. » Please fill it out accurately. If you need assistance refer to the image below. Once done click ‘Update My Information’ » Continue to update each number until all of the lights are GREEN. 5
  • 6. ®E911The E911 service address is where this phone is located and is passed on to the E911 servicedispatcher in case of an emergency. Please make sure to enter the correct informationRequired fields are denoted with*Extension Details and Extension OptionsBefore editing the details of each extension you should click on the Users/Extensions >Extension Status page, and check if all of your extensions showing up as Registered in thestatus column indicated by a GREEN light. If some extensions still have a RED light, pleaseactivate these extensions now by following the instructions above in the Activate Your FonalityConnect IP Phones section. If you have a YELLOW light please make sure that your E911 hasbeen updated properly.Once all of your extensions have been activated, access the Users/Extensions > ExtensionStatus page. Click on an extension and assign a first name, last name, and email address ofeach user. The Web Username and Web Password are used to log into your personal controlpanel for the extension, so be sure to set them to something you can remember. 6
  • 7. ®Below you will find an image of the Extension Options Page and explanations of what you willfind there. ` Voicemail Settings Expand the voicemail settings tab in the extension options page you are currently on. In this tab you can set your voicemail password, enter an e-mail in which you would like to receive notifications of new voicemails, and set e-mail attachments to ‘yes’ in order to receive the voicemail as an audio file in the e-mail you specified. 7
  • 8. ® ` Routing and Appearance Settings Expand the Routing and Appearance Settings tab in the extension options page you are currently on. In this tab you can set the inbound phone number which will be the phone number that allows you to reach this user directly, for example, if you set the inbound phone number to 414-409-XXXX then whenever you call 414-409-XXXX you will reach that user and only that user. You can also set the outbound caller ID which will change the number that shows to others whenever you call out from any extension assigned to this user.Set up your Auto AttendantThe Auto Attendant is a powerful automated service that replaces the need for a receptionist.Before diving into the auto attendants features directly, let us take a look at how to set theframework for a functioning auto attendant system. ` Using the Scheduler To begin using the scheduler you must scroll over the Auto Answer tab at the top of the screen and click on Scheduler. 8
  • 9. ® On this page you will set up the normal hours of your business including notable exceptions to those hours such as holidays. To begin using this feature you must give your schedule a name, you may also give it a description. The type refers to either your normal weekly schedule, or you can pick specific dates like Christmas or whole weeks you may be off with the calendar option. Depending on which you chose, weekday or calendar you can choose the day range and the hours you will be open in the time range per day column for your weekly schedule, or the start and end time of your calendar schedule. Once you have completed your schedule, click apply all changes to create it. Keep in mind that the schedule will not be active until used in the auto attendant itself.` Recording Voice Prompts To begin using the voice prompts feature scroll over the Auto Answer tab at the top of your screen and click Voice Prompts. Voice prompts enable the system to communicate instructions to customers calling into your auto attendant. To record your own voice prompt you will need: » A person whose voice you enjoy hearing » A well thought out script and file name ideas » A quiet room with very little background noise for recording 9
  • 10. ®To begin using voice prompts you must first decide whether or not you will be recordingnew voice prompts, or uploading existing ones.To record a voice prompt, enter a name for the file under the Record New Voice Promptarea, and add a description if you wish. Voice prompts are recorded through one of theIP phones provided to you, to specify which phone you would like to record from (itdoes not matter which) enter the extension number of that phone and click on ‘Call me!’.It is also possible to record a voice prompt through an external phone by entering theseven-digit phone number into the extension box. Within twenty seconds the designatedphone will ring, pick it up and listen to the instructions as they will guide you through therecording process. Once you are finished saving the voice prompts page should reload,and you should see the file name of your voice prompt on the bottom of the page alongwith our default voice prompts.To upload an existing voice prompt to the server click on the browse button under theUpload Existing Voice Prompts area and navigate to the folder on your computer thatcontains the file. When you have found the file you can add a description if you would likeand then click Upload. 10
  • 11. ®` Creating and Using Sub Menus Submenus are used to create different branches within your auto attendant. These branches can be used for various purposes, most commonly to create departments within the phone system to better direct call traffic. They can also be used to set up schedules, play messages and much more. To begin creating your own submenus scroll over the Auto Answer tab at the top of the page and click Sub-Menus. On the submenus page you will find a list like the one presented below: This page can be used to create new and jump to existing submenus. To create a new submenu simply enter a name into the Submenu Name field and click Create New Submenu. A submenu name may be up to thirty characters in length. To jump to an existing submenu click the name of the submenu you wish to jump to or click the magnifying glass to the right of the submenu you wish to examine. 11
  • 12. ®` Editing the Call Menu To begin editing the call menu scroll over the Auto Answer tab at the top of your screen and click Edit Call Menu. The call menu is the sequence of events that occur when someone calls into your phone system that can range from very simple, to a very complex set of rules giving you total control of the automated experience your customers will have. Every time a customer calls a number that is not assigned as a direct dial to a user they will reach this auto attendant and follow the series of steps under the Call Sequence. These steps can be deleted by checking the boxes on the left hand side of each step and clicking Apply All Changes at the bottom of the page. These steps can be replaced by going to the bottom left side under Add New Sequence. To add a sequence you must: 12
  • 13. ® » Choose where to place this new step by clicking the After step drop down box. Keep in mind that the new step you make will be placed immediately after the step you choose from the drop down box. For example, in the image above if I were to add a new step to the call sequence, it would currently be placed after the current step six in the sequence and thus be step seven. » Choose what kind of step you want to add. » Click Apply All Changes » If there is a drop down box in the step you added, make sure you select what you want from it and click Apply All Changes again Keypress Options are options that customers can access using the number pad on their phones. These options allow the customer to jump to different submenus in the auto attendant, as well as perform actions such as going to a direct extension or the Name Directory.` Example Auto Attendant Using Queues Below you will find images with examples of a possible auto attendant for a call center. We will start first with the MAIN call sequence. When a customer calls into the example business they will hear a voice prompt that gives them options to go to either the operator, the sales queue or the technical support queue. By pressing either 1 or 2 they will jump to either the SalesQueue or TechQueue submenu. 13
  • 14. ® In this example the customer has pressed 1 and been taken to the SalesQueue submenu. Notice that this submenu has them going directly into the sales queue. On the right you can see a keypress option that will allow the customer to press 0 at any time while in the queue to jump to another submenu set up to go directly into the sales voicemail box. The technical support submenu is set up identically.Using ReportsThe reporting feature of your Fonality Connect system allows you to gather various informationabout the calls going to and coming from your phone system. ` CDR Reports CDR reports or Call Detail Record reports allow you to gather information on inbound, outbound, and interoffice. 14
  • 15. ® In the far left column, under Call Types you are able to check and uncheck which types of calls you would like to pull a report about. Each of these calls will be color coded in relation to what kind of call they are, for example inbound is blue, outbound is green and so on. To the right of the call types column under View Columns you can check and uncheck the different information you’d like to pull about these calls. To the right of that under List Filters, if there is a particular extension you would like to see rather than the whole system, click the Extension drop down box and choose which extension you would like to filter. Once you have chosen the information that you would like displayed in the report click Run Report in the bottom right.` ACD Reports To begin using the ACD Reports feature of your Fonality Connect system scroll over the Reporting tab at the top of your control panel and click acd reports. ACD reports or Automated Call Distribution reports allow you to gather information specifically regarding queues and agents within those queues. Above you’ll find the create a new report tool, using this tool you can create a variety of reports for your business. By selecting one of the Queues you can immediately move to the report drop down box and select one of the many reports. By pressing and holding ctrl (control) and clicking on another queue you can get joint reports for multiple queues. The agents box allows you to select specific agents to report on, making use of the Agent Talk Time report as well as the Reasons reports. You can also select specific reasons from the Reasons box, to filter down which reasons you want reports on. Many of these reports are familiar to call center managers. Once you have chosen the criteria for the report you wish to create, choose a start and end date for the report. Click on View Report to create and view the report. 15
  • 16. ®Creating and Managing QueuesThe ACD feature of your Fonality Connect system allows you to integrate call center features intoyour phone system by creating and managing queues. Before you create your Queues, enablethe Call Center Agent License for each user whom you wish to have answer from your Queues.The Call Center Agent check box is located under Licensing Settings section of the Users /Extensions > View Users page. ` Adding a Queue To add a queue scroll over the ACD tab at the top of the control panel and click Add Queue. Below you will find an image of the add queue tool, as well as the steps on how to add a queue. 16
  • 17. ®Steps to add a queue: » First you must name your Queue so that you may identify it among any other queues. » Select the queue type from the Queue Type drop-down box. The queue types are defined as follows: » Fewest total calls: Agents are rung according to who has received the fewest total calls. » Least recently answered: Agents are rung according to who has waited the longest since last answering a call. » Ring random user: Agents are rung in a random order. » Ring all: All agents are rung. The first to pick up gets the call. » Round robin (circular hunt): Agents are rung according to the order they are listed in the queue. » Round robin with memory: Just like round robin, except the ringing begins with the agent right after whomever received the last call. » Select the maximum number of callers allowed to hold at once from the Max. Holders drop-down. » Hold the control key and click on every agent that should be a member of the queue. Once all relevant agents are highlighted, click ‘Add Agent’. » From the Ring column, select the duration in seconds that each agent’s phone should ring. 1 ring is approximately equal to 5 seconds. » Click Add Queue at the bottom of the page.For a more in depth guide on how to add a queue, refer to our knowledge basefor our video guide. 17
  • 18. ®` Viewing and Managing Queues To view your queues scroll over the ACD tab at the top of the control panel and click view queues. The view queues page allows you to gather basic information on each of your queues as well as edit them after creation by clicking on the queue name. Above is an example of a populated view queues page. Each column is defined below: » Del: Delete the queue. You should remove all agents from the queue before you delete it to ensure that no settings linger within the system’s configuration files. » Name: the name of the queue. » Hold: the number of callers currently holding in the queue. » Hold Time: the cumulative hold time of all callers currently holding in the queue. When you clear queue stats (located at the bottom left-hand corner of the Admin Panel), this value returns to zero. » Comp.: the total number of completed calls (e.g. calls that were answered by an agent) since the queue’s stats were last cleared. » Aband.: the total number of abandoned calls (e.g. calls that reached the maximum hold time specified in the queue’s configuration or when a caller hung up before an agent answered the call regardless of the total time the caller was holding) since the queue’s stats were last cleared. » Queue Agents: the extension and name of each ACD Agent on a per-queue basis. 18
  • 19. ®Options PageThe Options page on your Fonality Connect server allows you to change global settings on yourphone system. To reach the options page scroll over the Options tab at the top of your screenand click settings.Below you will find an example of the options page as it appears by default. Lets break downeach section individually. 19
  • 20. ®` Global Settings Under the Global Settings area there are three fields to fill out, Server Name, Admin Password, and Confirm Password. Server Name allows you to give your server a name, which may be useful, but is not required. Admin Password and Confirm Password allow you to change the password you use to log into the Admin Panel. To change your password simply delete the default one in the field and enter a new password in the Admin Password field, then enter it again in the Confirm Password field and click Apply All Changes at the bottom of the page.` Time and Country Settings Time and Country Settings allow you to change the time zone on your server. This will affect any schedules you make through the scheduler, and the time that is displayed on your phone. To set your time zone click Server Local Time and scroll through the options until you find one that is relevant to your location.` Telecom Settings Telecom Settings allow you to change the Global Caller ID of your system as well as what will be displayed for the Forwarded Caller ID. The Global Caller ID allows you to set a default number to show as your outbound caller ID. For example, if you were to set the Global Caller ID to 409-562-90XX unless specified in the extension, all phones would show that number to customers whenever you make an outbound call. This is useful for setting a main number if you do not want your customers to be calling certain phones directly. Forwarded Caller ID allows you to either have all forwarded calls show the Global Caller ID by default, or the original Caller ID of the forwarded call. 20
  • 21. ®` Night Mode Settings Night Mode Settings allow you to manually switch the system into Night Mode by using the drop down box, or setting a Night Mode Password and pressing *66 from any of your phones and entering that password.` Other Settings The Other Settings section is filled with miscellaneous features that you can enable or disable. By having Rollover Help enabled you will be able to make use of the blue question marks featured in the upper right hand corner of each feature. Scrolling over these question marks allows you to get useful help tips on the feature in question. Enabling Rollover Humor will add humorous examples to each of the Rollover Help text boxes. Enabling Different Length Extensions will allow you to have extension numbers of different length. 21
  • 22. ®Professional ServicesFonality Professional Services can provide you with powerful and customized applicationsthat will improve the effectiveness and efficiency of your organization. Examples includeCRM Integration, automated Appointment Reminder applications for your customers, Surveyapplications, and voicemail notification/escalation applications. Contact Professional Servicesat professionalservices@fonality.com for information on these and any other custom applicationsthat will help to ensure your success.Thank YouThank you for choosing Fonality as your communications provider. As North America’s fastestgrowing business communications company, we understand the needs of a dynamically grow-ing company, and Fonality is here to serve your communications needs. For additional supportincluding technical assistance, please do not hesitate to call us at 877-FONALITY.Fonality is North America’s fastest growing business communications company and the only provider of cloudbased,open source VoIP phone and Unified Communications solutions for small and mid-sized businesses. With a uniquesoftware model approach, Fonality provides all the features of legacy providers without the cost or complexity. Foundedin 2004, Fonality has delivered more than two billion phone calls across the cloud while enabling more than one millionusers of open-standards based communications software. Investors include Draper Fisher Jurveston, Intel Capital andAzure Capital Partners.Visit fonality.com or call 877-FONALITY for additional information. 22