Cox Business VoiceManager User Manual

VoiceManager User Guide Release 2.0

Table of Contents

© 2014 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications.

Table of Contents

Table of Contents ........................................................................................................................... i

Getting Started with Cox Business VoiceManager .................................................................... 1

First-Time Users ........................................................................................................................ 1

Logging into MyAccount .......................................................................................................... 1

Accessing the Web Portal ........................................................................................................ 2

VoiceManager Features ................................................................................................................ 3

Anonymous Call Rejection ....................................................................................................... 3

Automatic Callback ................................................................................................................... 4

Barge-In Exempt ........................................................................................................................ 5

Call Forwarding Busy .............................................................................................................. 11

Call Forwarding No Answer .................................................................................................... 12

Call Forwarding Not Reachable ............................................................................................. 13

Call Forwarding Remote Access............................................................................................ 14

Call Forwarding Selective ....................................................................................................... 15

Call Forwarding........................................................................................................................ 16

Call Hold ................................................................................................................................... 19

Call History ............................................................................................................................... 20

Call Notify ................................................................................................................................. 21

Call Park and Directed Call Park ............................................................................................ 23

Call Park Retrieve .................................................................................................................... 25

Call Pickup ............................................................................................................................... 26

Call Return ................................................................................................................................ 28

Call Transfer ............................................................................................................................. 29

Call Waiting .............................................................................................................................. 31

Calling Line ID .......................................................................................................................... 32

Calling Line ID Blocking per Call ........................................................................................... 33

Calling Line ID Delivery — Internal ........................................................................................ 34

Calling Line ID Delivery – External ........................................................................................ 35

Calling Name Delivery ............................................................................................................. 36

Calling Name Retrieval ............................................................................................................ 37

Calling Number Delivery ......................................................................................................... 38

Contact List .............................................................................................................................. 39

Custom Ringback .................................................................................................................... 40

Directed Call Park .................................................................................................................... 43

Table of Contents

Directed Call Pickup ................................................................................................................ 44

Directed Call Pickup with Barge In ........................................................................................ 45

Do Not Disturb ......................................................................................................................... 46

Extension Dialing..................................................................................................................... 47

Group Directory ....................................................................................................................... 48

Hoteling .................................................................................................................................... 49

Hunting & Series Completion ................................................................................................. 50

Incoming Calling Plan (User) .................................................................................................. 54

Instant Group Call.................................................................................................................... 56

Last Number Redial ................................................................................................................. 59

Multi-Location Extension Dialing ........................................................................................... 60

Monitored Users ...................................................................................................................... 61

Music On Hold - User .............................................................................................................. 62

N-Way Conferencing ............................................................................................................... 64

Outgoing Calling Plan ............................................................................................................. 65

Outlook® Integration ................................................................................................................ 67

Personal Phone List ................................................................................................................ 68

Personal Status Manager ........................................................................................................ 69

Priority Alert ............................................................................................................................. 72

Privacy Settings ....................................................................................................................... 74

Push to Talk ............................................................................................................................. 76

Remote Office .......................................................................................................................... 78

Schedules ................................................................................................................................. 79

Selective Call Acceptance ...................................................................................................... 81

Selective Call Rejection .......................................................................................................... 82

Sequential Ring........................................................................................................................ 83

Simultaneous Ring Personal .................................................................................................. 87

Speed Dial ................................................................................................................................ 90

Speed Dial 8 ............................................................................................................................. 91

Speed Dial 100 ......................................................................................................................... 92

Standard Voice Mail ................................................................................................................ 93

Three-Way Calling/Consultation Hold/Call Transfer ............................................................ 96

Time Schedule (Personal and Holiday) ................................................................................. 97

Toll Restriction......................................................................................................................... 98

Trunk Group ............................................................................................................................. 99

Unified Messaging ................................................................................................................. 100

Table of Contents

User Profile & Feature Settings ............................................................................................ 101

Virtual Number Service ......................................................................................................... 105

VoiceManager Toolbar .......................................................................................................... 106

Voice Portal ............................................................................................................................ 107

Appendix A ...................................................................................................................................... i

Feature Access Codes ............................................................................................................... i

Index ............................................................................................................................................. vii

iii

Getting Started

Getting Started with Cox Business VoiceManager

First-Time Users

As a first time user to the Cox Business VoiceManager application, you will receive a welcome email from myaccount@coxbusiness.com before your installation date. The email will contain your username and password.

Logging into MyAccount

Figure 1 shows a sample welcome email that new VoiceManager customers receive. The link that is highlighted should be used to access VoiceManager MyAccount.

Figure 1. Welcome Email (sample)

Complete the following steps to log onto VoiceManager MyAccount.

1. Click the embedded link in the email to complete the registration process. You should see the phrase, “Congratulations; you have successfully activated your account.”

2. Click Go to Login Page.

3. Complete the personalized Secret Question and Answer. (Note: The answer must be 5-

20 characters in length.)

4. Complete the Contact options and preferences information.

5. Click the Save button.

VoiceManager MyAccount User Guide 1

Getting Started

Accessing the Web Portal

You can access the VoiceManager Web Portal in MyAccount through a graphical user interface (GUI).

Figure 2. MyAccount Login Page

Use the following steps to access the VoiceManager Web Portal.

1. Enter www.cox.com in your web browser to open the Cox Business home page.

2. Click MyAccount in the Business options at the top of the screen.

3. Enter the login name that has been assigned to you in the Username field. (Note: Your

4. Enter your Password in the corresponding field. (Note: All first-time users are prompted to change their password.)

5. Click Go to view your online profile information and associated accounts.

2 VoiceManager MyAccount User Guide

VoiceManager Features

This section provides steps to help you activate, enable and manage your VoiceManager features on your phone and online. Descriptions and benefits are provided where available.

Anonymous Call Rejection

This feature has been combined with others to create Call Acceptance & Rejection.

VoiceManager User Guide 3

VoiceManager Features

Turn On Automatic Callback

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Dial/Redial section, click the Automatic Callback link.

5. Choose the On radio button.

6. Click the Save button.

Result: A message indicates your Automatic Callback settings were updated.

Automatic Callback

Feature Description

Automatic Callback provides notification when a busy line within a group becomes available. This feature is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Save time wasted on busy signals and redials. Automatic Callback redials the last number called as soon as it becomes available and connects instantly!

Setup

4 VoiceManager MyAccount User Guide

VoiceManager Features

Barge-In Exempt

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Advanced Call Settings tab.

4. Under the Team Calling section, click the Barge-In Exempt link.

5. Click the ON radio button to block anyone with

Directed Call Pickup with Barge-In from

conferencing in on your calls. Clicking the Off radio button will allow barge-ins.

6. Click the Save button.

Result: A message indicates the Barge-In Exempt settings were updated successfully.

Barge-In Exempt

Feature Description

Barge-In Exempt allows you to block users who have the Directed Call Pickup with barge-in feature from intruding on your active calls. This feature is available with IP Centrex service.

Solution

Maintain your privacy on a phone call without possibility of interruption from callers with barge-in capability. Barge-In Exempt conveniently turns on or off with the click of a button.

Setup

VoiceManager MyAccount User Guide 5

VoiceManager Features

Designate Monitored Users

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Advanced Call Settings tab.

4. Under the Team Calling section, click the Busy Lamp link.

5. Click the user or users listed in the Available Users list you want to designate as a Monitored User.

Monitored Users are those individuals whose phone activity can be monitored by others through the shared call appearance feature available on the IP Phones and Receptionist Console Software.

6. Click the Add or Add All button to move one or all to the Monitored Users list.

7. Likewise, click the

Remove or Remove All button to remove users from the Monitored Users list and return them to Available Users.

Busy Lamp

Feature Description

Busy Lamp works with the IP Phone to enable seeing when designated users are engaged in a telephone call. It is available with IP Centrex service.

Solution

Improve productivity with this advanced monitoring capability. Calls can be answered and routed in record time, ensuring customer’s needs are met quickly!

Setup

6 VoiceManager MyAccount User Guide

VoiceManager Features

8. To find a user that is not

in the Available Users list, click the Search drop-down menu.

9. Click either the Last

Name or First Name option.

10. Enter the name in the

Search field.

11. Click the Find button.

12. Once the list is complete, click the Save button.

VoiceManager MyAccount User Guide 7

VoiceManager Features

Turn On Call Acceptance and Rejection

1. Log in to VoiceManager

MyAccount.

2. Click the VoiceManager

Tools menu in the left navigation bar.

3. Click the Call Settings

tab.

4. Under the Call

Acceptance section, click the Call Acceptance and Rejection link.

5. Click the Add Selective

Call Acceptance Rule link.

6. Enter an explanation for

the rule in the Description field.

7. Select the type of phone

number to apply the rule to in the When Receiving Calls From drop-down menu.

8. Define how to treat the

call by clicking the Accept Call or Do Not Accept Call radio button.

9. Select when to apply the

rule by choosing an option in the During Regular Schedule and

Schedule drop-down

Call Acceptance and Rejection

Feature Description

Call Acceptance and Rejection provides the ability to receive and reject calls that meet specified conditions. Rejected calls hear an announcement that the customer cannot be reached at the moment. Call Acceptance and Rejection is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Call Acceptance and Rejection helps manage incoming calls by authorizing whether or not to answer them. Create time range rules to determine whether a call is accepted or rejected. Avoid harassing phone calls and block those that prevent focusing on business or customers with the Call Acceptance and Rejection feature.

Setup

8 VoiceManager MyAccount User Guide

VoiceManager Features

menus.

10. Create separate

Acceptance or Rejection rules if both a Regular and Holiday schedule is desired.

See

Setting Up Schedules for instructions on how to create and edit a schedule.

11. Click the Save and

Return button. Create a Selective Call Rejection rule by clicking the Add Selective Call Rejection link in step 5 and repeating

steps 6-10.

VoiceManager MyAccount User Guide 9

VoiceManager Features

Call Forwarding Always

This feature has been combined with others to create Call Forwarding.

10 VoiceManager MyAccount User Guide

VoiceManager Features

Call Forwarding Busy

This feature has been combined with others to create Call Forwarding.

VoiceManager MyAccount User Guide 11

VoiceManager Features

Call Forwarding No Answer

This feature has been combined with others to create Call Forwarding.

12 VoiceManager MyAccount User Guide

VoiceManager Features

Call Forwarding Not Reachable

This feature has been combined with others to create Call Forwarding.

VoiceManager MyAccount User Guide 13

VoiceManager Features

Call Forwarding Remote Access

This feature has been combined with others to create Call Forwarding.

14 VoiceManager MyAccount User Guide

VoiceManager Features

Call Forwarding Selective

This feature has been combined with others to create Call Forwarding.

VoiceManager MyAccount User Guide 15

VoiceManager Features

Turn On Call Forwarding

1. Log in to VoiceManager

MyAccount.

2. Click the VoiceManager

Tools menu in the left navigation bar.

3. Click the Call Settings

tab.

4. Under the Call

Forwarding section, click the Call Forwarding link.

Click the Always checkbox to forward all incoming calls to a different phone number.

1. Click the On checkbox to

the left of Always.

2. In the Forward To

column, enter the telephone number to which calls should be forwarded.

3. From the Options /

Manage column, click the drop-down menu to specify if a Ring Reminder will or will not send an alert of an incoming forwarded call.

4. Click the Save button.

Click the Busy checkbox to forward all incoming calls to a different phone number when your primary phone is busy.

1. Click the On checkbox to

the left of Busy.

Call Forwarding

Feature Description

Call Forwarding feature options define how calls are managed in different situations and are available in all VoiceManager packages and with IP Centrex. Call Forwarding Selective is only available with VoiceManager Enhanced and Unlimited packages. .

Solution

Call Forwarding is an important feature that can be used for disaster recovery and business continuity. Empower employees with advanced call forwarding capabilities, ensuring they can always be reached.

Setup

16 VoiceManager MyAccount User Guide

2. In the Forward To

column, enter the telephone number to which calls should be forwarded.

3. Click the Save button.

Click the No Answer checkbox to forward calls when unavailable to answer the phone.

1. Click the On checkbox to

the left of No Answer.

2. In the Forward To

column, enter the telephone number to which calls should be forwarded.

3. From the Options /

Manage column, click the drop-down menu to specify the number of Rings that should occur before calls are forwarded.

4. Click the Save button.

Click the Not Reachable checkbox to forward incoming calls when not accessible.

1. Click the On checkbox to

the left of Not Reachable.

2. In the Forward To

column, enter the telephone number to which calls should be forwarded.

3. Click Save.

Click the Call Forwarding Selective checkbox to

forward specified calls to a different phone number.

1. Click the On checkbox to

the left of Call Forwarding Selective.

2. Click the Ring Reminder

drop-down menu and select Ring Reminder

Off or Ring Reminder On.

3. Click the Add Call

VoiceManager MyAccount User Guide 17

VoiceManager Features

Forwarding Selective Rule link.

4. Enter an explanation for

the rule in the Description field.

5. Click the When

Receiving Calls From

drop-down menu to select the type of phone number to which to apply the rule.

6. Enter the phone number

to which calls should be forwarded in the Forward

to field, or Click the Do Not Forward checkbox.

7. Click the During Regular

Schedule and During Holiday Schedule drop-

down menus to select when to apply the rule.

8. To create additional

schedules, click the Add

a Regular Schedule and Add a Holiday Schedule

links.

Create separate Call Forwarding Rules if both a Regular and Holiday Schedule are desired. See Setting Up Schedules for

instructions on how to create and edit a schedule.

1. Click the Save and

Return button.

2. To make changes to an

existing Call Forwarding Selective Rule, click the checkbox next to the named rule.

3. Click either the Edit or

Delete link to make changes to or remove an existing rule.

4. Click the Save and

Return button.

18 VoiceManager MyAccount User Guide

VoiceManager Features

Call Hold

No setup is required for this feature.

1. Click the flash button or

the switch hook.

2. Press *22.

3. Make a second call. Note: To toggle between

calls, flash the phone and press *22#.

Call Hold

Feature Description

Call Hold allows you to dial a feature access code to hold and retrieve calls. You can make another call while the first call is held and can toggle between active and held calls. Call Hold is available with IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to hold and retrieve calls quickly, ensuring availability for important issues. Call Hold enables handling calls of a more urgent nature while affording opportunities to discuss call-back times for those that are not.

Setup

VoiceManager MyAccount User Guide 19

VoiceManager Features

Call History

1. Log in to Voice Manager

MyAccount.

2. Click the VoiceManager

Tools menu in the left

navigation bar.

3. In the Getting Started

with VoiceManager box,

under the Download

Toolbar heading, click

the VoiceManager

Toolbar Download link.

4. Click the Call History

Icon on the

VoiceManager Toolbar to

open the Call History Log.

5. Click the desired number

link. Result: The call is initiated.

Call History

Feature Description

Call History allows you to view telephone numbers from calls you have missed, received, and dialed. When you click any of the tabs, the Name, Number, and Date/Time of the call appears. You may call the number by clicking the link of the telephone number.

Solution

Increase productivity by capturing contacts and business – even when you miss the calls. Call History enables the access of contact information instantly on a recent call dialed, received, or missed, as well as redialing with the click of a mouse.

Setup

20 VoiceManager MyAccount User Guide

Call Notify

Add Call Notify Rule

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Forwarding section, click the Call Notify link.

5. Enter a valid email address in the Send All

Notification Emails to

field.

6. Click the Add Call Notify Rule link.

7. Enter a name for the rule in the Description field.

8. Click the When Receiving Calls From drop down menu.

9. Click the phone number type to which the rule applies. The options are

Any Phone Number or Specific Phone Numbers.

10. Click the checkbox for

Specific Phone Numbers.

11. Click the type of phone number – Any Private

Number or Any Unavailable Number and

enter that number. You may add more numbers when you click the Add Another Number link

Feature Description

Call Notify allows you to specify conditions for incoming calls that trigger email notification. It is available with all VoiceManager packages and IP Centrex service.

Solution

Stay connected anywhere you have email access! Call Notify generates an email notification to your inbox when specified calls are received.

Setup

VoiceManager MyAccount User Guide 21

VoiceManager Features

and repeat up to 12 times.

12. Click the Send Notification radio button to activate an email alert or select Do Not Send Notification to deactivate this feature.

13. Click the During Regular

Schedule and During Holiday Schedule drop

down menus and select the option to define when the rule applies.

14. Click the Add a Regular

Schedule or Add a Holiday Schedule link to

create a new rule.

Create separate Call Notify Rules if both a Regular and

a Holiday Schedule are desired.

See Add a Schedule Setup for detailed instructions.

15. Click the Save and Return button.

22 VoiceManager MyAccount User Guide

VoiceManager Features

Edit/Add a Call Park Group

12. Log in to VoiceManager

MyAccount.

13. Click the VoiceManager

Tools menu in the left navigation bar.

14. Click the Call Settings

tab.

15. Under the Holds and

Transfers section, click the Call Park link.

16. Click Edit or Delete to

change or remove an existing Call Park Group. Click Add Call Park Group to create a new group.

17. Enter a description in the

Group Name field.

18. Click on names from the

Available Users list.

19. Click the Add or Add All

button to move one or all to the Assigned Users list.

20. Likewise, click the

Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users.

21. To find a user that is not

in the Available Users list, click the Search drop-down menu.

Call Park and Directed Call Park

Feature Description

Call Park allows you to hold a call for an extended period of time, then retrieve it from any extension within your group. Directed Call Park enables a user to hold a call by a specific extension number and pick up from any in-group extension. Both features are available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to hold and retrieve calls from any phone in the facility! Call Park allows you to answer a call and place it on hold at

another extension in your group in order to assure customer’s needs are met quickly and

efficiently.

Setup

VoiceManager MyAccount User Guide 23

VoiceManager Features

22. Click either the Last

Name or First Name

option.

23. Enter the name in the

Search field.

24. Click the Find button.

25. Once the list is complete,

click the Save and

Return button.

Result: A message indicates

the Call Park Group was added.

Call Park Settings

1. Enter a Recall Time

value between 30 and 600 seconds to set the amount of time a parked call waits before being redirected back to the original extension.

2. Click the Display drop-

down menu to set the amount of time a parked call that is not retrieved displays on the phone before it is automatically released.

3. Click the Enable Parked

Destination Announcement

checkbox to announce a call that is parked or waiting.

4. Click the Save button.

Directed Call Park

No setup is required for this feature.

To Park a Call on a Different Extension:

1. Press *68#.

2. Enter the extension where the call is parked followed by the # sign.

24 VoiceManager MyAccount User Guide

VoiceManager Features

Call Park Retrieve

No setup is required for this feature.

1. Press *88#.

2. Dial the extension where

the call is parked.

3. Press #.

4. If the call is parked on the

extension retrieving the call, simply press #.

Call Park Retrieve

Feature Description

Call Park Retrieve allows you to pick up a parked call from your phone by dialing an access code. Call Park Retrieve is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Provide excellent service with flexible features that enable employees to park and retrieve calls quickly, ensuring prompt customer service. Call Park Retrieve enables handling calls for others as well as mobility within an office, promoting the efficiency of a team effort and maximizing productivity.

Setup

VoiceManager MyAccount User Guide 25

VoiceManager Features

Edit/Add a Call Pickup Group

1. Log in to VoiceManager

MyAccount.

2. Click the VoiceManager

Tools menu in the left navigation bar.

3. Click the Advanced Call

Settings tab.

4. Under the Team Calling

section, click the Call Pickup link.

5. Click the Add Call

Pickup Group link.

6. In the Group Name field,

enter a name for those who can answer calls for each other.

7. To add users to a group,

click on names from the Available Users list.

8. Click the Add or Add All

button to move one or all to the Assigned Users list.

9. Likewise, click the

Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users.

10. To find a user that is not

in the Available Users list, click the Search drop-down menu.

11. Click either the Last

Name or First Name option.

12. Enter the name in the

Search field.

13. Click the Find button.

Call Pickup

Feature Description

Call Pickup enables answering any line ringing within a Call Pickup Group. It is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Provide excellent customer service by enabling employees to answer any line within their Call Pickup Group.

Setup

26 VoiceManager MyAccount User Guide

VoiceManager Features

14. Click the Save and

Return button to complete the process.

Result: A message indicates your Call Pickup Group was added. It will now be available in the My Call Pickup Group section.

VoiceManager MyAccount User Guide 27

VoiceManager Features

Call Return

No setup is required for this feature.

1. Click the flash button or the

switch hook.

2. Press *69.

Result: You will either connect with your previous caller, or, if not available, you will receive an error message.

Call Return

Feature Description

Call Return allows you to call the last party that called, whether or not the call was answered. To

call back the last party that called, just dial the call return feature access code (see your Feature Access Code page). If the calling number is not available, you receive an error message. Call Return is available with all VoiceManager packages and IP Centrex service.

Solution

Enhance productivity and customer service by creating a climate of follow-up. Connect with clients, even after missing a call the first time, and build customer loyalty and business.

Setup

28 VoiceManager MyAccount User Guide

Call Transfer

Call Transfer Settings

Call Transfer Recall:

Use this type of transfer to reconnect to the transferring party after a pre-defined number of rings.

1. Log in to VoiceManager

MyAccount.

2. Click the VoiceManager

Tools menu in the left

navigation bar.

3. Click the Call Settings

tab.

4. Under the Holds and

Transfers section, click the Call Transfer link.

5. Select the On radio

button to activate the Call Transfer Recall feature.

6. From the Number of

Rings Before Recall

drop-down menu, select the number of times the phone should ring before it is reconnected to the transferring party.

Busy Camp:

Use this type of transfer to place the caller on hold for a pre-defined time until the line becomes available.

1. Select the On radio

button to activate the Busy Camp feature.

2. Enter the number of

seconds – 30 to 600 - the caller should hold until the line becomes available in the Busy Camp Duration field.

Feature Description

Call Transfer manages how transferred calls are directed. It is available with all VoiceManager packages and IP Centrex service.

Solution

Ensure customers receive speedy service by routing calls quickly and efficiently. The Call Transfer feature facilitates call management and direction.

Setup

VoiceManager MyAccount User Guide 29

VoiceManager Features

Redirect Unannounced Transfers:

Use this type of transfer to prevent unannounced calls.

1. Select the On radio

button to Redirect

Unannounced Transfers.

Redirect Announced Transfers:

Use this type of transfer to prevent announced calls.

1. Select the On radio

button to Redirect Announced Transfers.

2. Click the Save button.

30 VoiceManager MyAccount User Guide

VoiceManager Features

Activate Call Waiting

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Receiving section, click the Call Waiting link.

5. Select the On or Off radio button to activate or deactivate the Call Waiting feature.

6. Click the Save button.

Result: A message indicates your Call Waiting settings saved successfully.

Note: To make an uninterrupted call, Press *70# from your phone. The Call Waiting service turns back on after the next outgoing call.

Call Waiting

Feature Description

Call Waiting notifies you of an incoming call while on the phone by sounding two short bursts allowing you to ignore the incoming call, or place the first call on hold and answer the second. Call Waiting is available with all VoiceManager packages and IP Centrex service.

Solution

Increase productivity and enhance customer service by notifying employees when an additional call is waiting with the VoiceManager Call Waiting feature.

Setup

VoiceManager MyAccount User Guide 31

VoiceManager Features

Turn On Calling Line ID

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Acceptance section, click Calling Line ID link.

5. Click the On or Off radio button to activate or deactivate the following Calling Line ID functions:

o External Line ID

Displays the name and number of callers outside the group.

o Internal Line ID

Displays the name and number for callers inside the group.

o Name Retrieval

Searches for the name of an anonymous incoming caller through an external database.

o Line ID Blocking

Omits personal identity when placing outgoing calls.

6. Click the Save button.

Calling Line ID

Feature Description

Calling Line ID provides the option to display or block the name and number for callers inside and outside a group. This feature is available with all VoiceManager packages and IP Centex service.

Solution

Control and protect personal identity. The Calling Line ID feature controls the information that displays on the phone for incoming and outgoing calls. Maintain privacy by blocking phone identification when making external calls.

Setup

32 VoiceManager MyAccount User Guide

VoiceManager Features

Calling Line ID Blocking per Call

This feature has been combined with others to create Calling Line ID.

VoiceManager MyAccount User Guide 33

VoiceManager Features

Calling Line ID Delivery — Internal

This feature has been combined with others to create Calling Line ID.

34 VoiceManager MyAccount User Guide

VoiceManager Features

Calling Line ID Delivery – External

This feature has been combined with others to create Calling Line ID.

VoiceManager MyAccount User Guide 35

VoiceManager Features

Calling Name Delivery

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Acceptance section, click Calling Line ID link.

5. Click the On or Off radio button to activate or deactivate the following Calling Line ID functions:

External Line ID

Displays the name and number of callers outside the group.

Internal Line ID

Displays the name and number for callers inside the group.

Name Retrieval

Searches for the name of an anonymous incoming caller through an external database.

6. Click the Save button.

Result: A message indicates

the Calling Line ID settings saved successfully.

Calling Name Delivery

Feature Description

Calling Name Delivery is activated through Calling Line ID, and displays the calling line name and number for callers from inside your group or enterprise (Internal) and / or callers from outside your group or enterprise (External). Calling Name Delivery is available with all VoiceManager packages and IP Centrex service.

Solution

Control your phone schedule time by identifying the name of a caller based upon unique information access, then manage the call as appropriate.

Setup

36 VoiceManager MyAccount User Guide

VoiceManager Features

Calling Name Retrieval

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call

Acceptance section, click Calling Line ID link.

Click the On or Off radio button to activate or deactivate the Calling Line ID function Name

Retrieval.

Name Retrieval searches for the name of an anonymous incoming caller through an external database.

5. Click the Save button.

Result: A message indicates

the Calling Line ID settings saved successfully.

Calling Name Retrieval

Feature Description

Calling Name Retrieval is activated through Calling Line ID, and enables you to identify a caller’s name using information from a source other than the Cox Network, such as your Outlook folder or Smart Phone. Calling Name Retrieval is available with all VoiceManager packages and IP Centrex service.

Solution

Control your phone schedule time by identifying the name of a caller based upon unique information access, then manage the call as appropriate.

Setup

VoiceManager MyAccount User Guide 37

VoiceManager Features

Calling Number Delivery

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Acceptance section, click Calling Line ID link.

5. Click the On or Off radio button to activate or deactivate the following Calling Line ID functions:

External Line ID

Displays the name and number of callers outside the group.

Internal Line ID

Displays the name and number for callers inside the group.

Name Retrieval

Searches for the name of an anonymous incoming caller through an external database.

6. Click the Save button.

Result: A message indicates

the Calling Line ID settings saved successfully.

Calling Number Delivery

Feature Description

Calling Number Delivery is activated through Calling Line ID, and enables you to see a caller's telephone number and name when they are trying to reach you. Calling Number Delivery is available with all VoiceManager packages and IP Centrex service.

Solution

Identify an incoming call’s telephone number to prioritize and determine if you want to answer the call.

Setup

38 VoiceManager MyAccount User Guide

VoiceManager Features

Add/Edit Contacts

1. Log in to VoiceManager

MyAccount.

2. Click the VoiceManager

Tools menu in the left navigation bar.

3. Click the Applications

tab.

4. Under the VoiceManager

Toolbar section, click the Contact List link.

5. To import a contact list

from a saved file, click the Import Contact List link.

6. To add contacts one at a

time as a User click the

Add Personal Contact

link.

7. Administrators, click the

Add Common Contact link to add contacts one by one.

8. Enter the Name of the

contact in the field provided.

9. Enter the associated

Phone Number.

10. Click the Save button.

Result: A message indicates your contact added successfully.

Contact List

Feature Description

Contact List allows customization and management of a personal contact list. This feature is available with all VoiceManager packages and IP Centrex service.

Solution

Make fast work of managing business contacts! Quickly and easily personalize and manage a contact list using the Contact List feature. Administrators can also manage the Common Contact List that is accessible to all employees.

Setup

VoiceManager MyAccount User Guide 39

VoiceManager Features

Group and Personal Ringback Rules

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Receiving section, click the Custom Ringback link.

Group Ringback:

5. Click one of the Action radio buttons to select whether or not to play a Group Ringback.

6. If you choose Play

Ringback, click Select Audio to upload a

custom audio file.

7. Click Browse to find the file.

8. Click your file name to select it.

9. Click the checkbox to accept the disclaimer.

10. Click the Continue button.

Personal Ringback:

11. To engage an existing rule, click the On checkbox next to the Ringback Rule.

12. Click Save.

13. To create a new ringback selection, click the Add

Custom Ringback Rule

Custom Ringback

Feature Description

Custom Ringback allows a selected and / or uploaded ringback to play to callers based on a phone number list or a specific time during the day or week. Custom Ringback is available as an a la carte feature with any VoiceManager package or IP Centrex service.

Solution

Deliver optimal customer service by providing a customized message or ring tone to specific customers.

Setup

40 VoiceManager MyAccount User Guide

link.

14. Enter a name for this group in the Description field.

15. Click the When Receiving Calls From drop-down menu to select the phone numbers covered by this rule.

16. Click the Play Ringback or Do Not Play Ringback, depending upon preference.

17. Click the drop-down menu for During Regular

Schedule or During Holiday Schedule to

select when the rule applies.

18. Click Add a Regular

Schedule or Add a Holiday Schedule to

create a time detailed schedule and event.

Create separate Custom Ringback Rules if both a Regular and Holiday Schedule are desired.

19. Enter a name for the new regular or holiday schedule in the Schedule Name space.

20. Click the radio button for Group or Personal to indicate who will have access to this rule.

21. In the Event Name space, type what this rule will be called.

22. Enter the Start Time by clicking the calendar link and the start date.

23. Enter the start time in the four digit format, hh:mm, in the space.

24. Click the drop-down menu; select AM or PM.

25. If the rule applies more than specified hours, click the All Day checkbox.

VoiceManager MyAccount User Guide 41

VoiceManager Features

26. For the End Time, repeat steps #18-20.

27. Click the Recurs dropdown menu and select how often the rule applies.

28. Click the Save button.

29. To change an existing rule, click the Edit link next to the rule.

30. Make all necessary changes and click the

Save button.

42 VoiceManager MyAccount User Guide

VoiceManager Features

Directed Call Park

This feature has been combined with Call Park.

VoiceManager MyAccount User Guide 43

VoiceManager Features

Directed Call Pickup

This feature has been combined with others to create Directed Call Pickup Including Barge-In.

44 VoiceManager MyAccount User Guide

VoiceManager Features

Directed Call Pickup

No setup is required for this feature.

1. From your phone, press Flash or switch hook.

2. Press *97# and the extension number of the call you want to answer.

3. Press the # sign.

Directed Call Pickup with Barge-In

No setup is required for this feature.

1. . From your phone, press Flash or switch hook.

2. Press *33# and then the specific extension number of the call you want to pick up.

3. Press the # sign.

Directed Call Pickup with Barge In

Feature Description

Directed Call Pickup allows you to answer a call ringing to a specific extension within the call pick-up group. Directed Call Pickup with Barge-In enables you to automatically conference in to an existing call that has been answered within the call pickup group. These features are available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Note: A Call Pickup Group and a Call Pickup Group with Barge-In is defined by the Group Administrator.

Solution

Maintain business priorities and choose to answer specific incoming calls to ensure faster handling time and service. Add convenience by answering an incoming call ringing on a different phone without leaving your desk. Also, join a call in progress to monitor the quality of the communication and provide coaching or support.

Setup

VoiceManager MyAccount User Guide 45

VoiceManager Features

Turn On Do Not Disturb

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Acceptance section, click the Do Not Disturb link.

5. Click the On radio button to activate the Do Not Disturb feature and send calls directly to voicemail. When Do Not Disturb is turned on, a Ring Reminder option appears.

6. Click the Ring Reminder radio button On or Off to activate or deactivate a short ring when a call is sent to voicemail.

7. Click the Save button.

Result: A message indicates your Do Not Disturb setting was saved.

Do Not Disturb

Feature Description

Do Not Disturb can send calls directly to voicemail without ringing the primary phone. It is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Increase productivity by minimizing interruptions. Do Not Disturb eliminates ringing by redirecting calls to voice mail.

Setup

46 VoiceManager MyAccount User Guide

VoiceManager Features

Extension Dialing

Extension Dialing is set up with service installation and defaults to four-digit dialing – the last four digits of the phone number. Customers may request up to six-digit dialing.

Extension Dialing

Feature Description

Extension Dialing allows you to reach any other user within the VoiceManager group by dialing an internal extension. This feature is automatic with all VoiceManager packages and IP Centrex service.

Solution

Save time and reach others in the company by using a convenient, abbreviated dialing plan.

Setup

VoiceManager MyAccount User Guide 47

VoiceManager Features

Group Directory

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the User & System Management tab.

4. Under the Utilities section, click the Group Directory link.

5. Click the Search dropdown menu and select the type of information by which to find a contact: Last Name, First Name, Phone Number, Extension or Email Address.

6. Enter the appropriate contact information in the adjacent field.

7. Click the Find button.

8. Click the desired contact from the options listed.

9. Repeat steps #5-8 until the Group Directory is complete.

10. Click the Filter by dropdown menu to select an account-specific directory.

11. Click the Export button to transfer the Group Directory to an Excel file.

12. Click Back to return to the previous menu.

Group Directory

Feature Description

Group Directory allows you to create multiple contact lists containing names, phone numbers, extensions, emails and account numbers. Group Directory is available with all VoiceManager packages and IP Centrex service.

Solution

Manage contacts quickly and efficiently with Group Directory. Maximize productivity by reducing the time spent looking for customer information.

Setup

48 VoiceManager MyAccount User Guide

VoiceManager Features

Hoteling enables you to place and receive calls that display as your office phone number when

visiting other companies that use VoiceManager. The Hoteling feature is available with IP Centrex service.

Activate

Activate Hosting:

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left

navigation bar.

3. Click the Advanced Call Settings tab.

4. Under the Remote

Calling section, click the Hoteling link.

5. Select the Hoteling Host On radio button to

activate the feature.

Once the host phone is activated, you can assign yourself as a Hoteling Guest to the phone temporarily.

Activate Guesting:

1. Scroll to the Guesting section and expand the Host pull-down menu.

2. Select a host from the list.

3. Click the Save button.

Hoteling

Feature Description

Solution

Enjoy complete mobility when visiting other company locations by making and receiving calls that appear as your own business phone number.

Setup

VoiceManager MyAccount User Guide 49

VoiceManager Features

Create / Edit a Hunt Group or Series Completion Rule

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Advanced Call Settings tab.

4. Under the Team Calling section, click the Hunting and Series Completion link.

5. To create a Hunt Group rule, click the Add Hunt

Group or Series Completion Rule link.

Note: the number of licenses or allowable groups is listed in the feature description above the link.

6. Click the Rule Type radio button for Hunt Group.

7. Click the Show General

Hunt Group Rule Settings link.

8. Enter a descriptive title in the Hunt Group Name field.

9. Click the radio button to select Directory Number

Hunt or Pilot Number Hunt.

10. In a Pilot Number Hunt, click the Phone Number drop-down menu and select the phone number provided by the customer

Hunting & Series Completion

Feature Description

Hunting & Series Completion facilitates routing customer calls to a team of users. Directory and Pilot Number Hunt are available as a la carte features in the VoiceManager Essential package; all are included in the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Never miss a customer call! Hunting and Series Completion facilitates routing calls to a team of employees. Routing can be customized based on the order phones ring, the number of rings at each extension before advancing calls to the next available user, and the treatment for any call that cannot be answered.

Setup

50 VoiceManager MyAccount User Guide

service representative. In a Directory Number Hunt, the Hunt Group Extension automatically matches the last four digits of the CSR provided phone number. In both, the number can be edited.

11. Click the Account dropdown menu and select the account to which to add the rule.

12. Click the Time Zone drop-down menu to select the timing to apply to the rule.

13. Click the Rollover Order to select how unanswered calls forward to members of the group.

14. Click the Yes or No radio buttons to Allow Call Waiting.

15. For No Answer Settings, click the Roll Over After checkbox.

16. Click the drop-down menu to select the desired number of ringsfrom 1 – 20, or click the After checkbox and enter the number of seconds to wait before forwarding the call.

17. Click the adjacent dropdown menu to select

Forward to Cox VoiceMail or Forward to

another number.

18. If clicking Forward to Cox VoiceMail, enter *55 then the phone number attached to the voicemail.

19. If clicking Forward to, enter another number in the field provided.

20. Click the Show Hunt Group Users link to add or edit users in a group.

21. Click on names from the

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VoiceManager Features

Available Users list.

22. Click the Add or Add All button to move one or all to the Assigned Users list.

23. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users.

24. To find a user that is not in the Available Users list, click the Search drop-down menu.

25. Click either the Last Name or First Name option.

26. Enter the name in the Search field.

27. Click the Find button.

28. Click the Save and Continue button.

29. To change or cancel an existing rule, click the Edit or Delete link next to the rule.

30. Click the Save and Continue button.

31. Click the checkbox next to the Hunt Group or Series Completion Rule to activate the feature.

32. To create a Series Completion Rule, follow steps #1-5 under Create / Edit a Hunt Group, selecting the radio button for Series Completion in step 5.

33. Enter a descriptive title in the Series Name field.

34. Click the drop-down menu next to Search, selecting Last Name or First Name, and enter the name in the field provided.

35. Click names in Available

Users, then click Add or

52 VoiceManager MyAccount User Guide

VoiceManager Features

Add All, depending on

the users selected.

36. To remove users from a group, click Remove or Remove All to move users back to Available Users list.

37. Click the Save and Continue button to return to the previous screen.

38. Click the checkbox next to the Series Completion Rule to activate the feature.

39. Click the Save button.

VoiceManager MyAccount User Guide 53

VoiceManager Features

Define an Incoming Calling Plan for an Account

Incoming Calling Plan by Account:

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left

navigation bar.

3. Click the User & System Management tab.

4. Under the Call Access section, click the Incoming Calling Plan link.

5. Click the Inside Group checkbox to the right of the account name to establish the account can accept incoming calls from members inside the group only.

6. Click the Outside Group drop-down menu to select when members of an account can receive and transfer calls from others. The options are: Never,

All Transfer, and Allow Always.

7. Click the Collect Calls checkbox to define whether members of the account can accept incoming collect calls.

8. Click the Save button.

Result: A message indicates the Incoming Calling Plan saved successfully.

Incoming Calling Plan (User)

Feature Description

Incoming Calling Plan allows you to manage the way incoming calls are received by groups or accounts. Incoming Calling Plan is included in all VoiceManager packages and IP Centrex service.

Solution

Maximize efficiency by managing the way incoming calls are received by employees with Incoming Calling Plan settings.

Setup

54 VoiceManager MyAccount User Guide

VoiceManager Features

Define an Incoming Calling Plan for a User

Incoming Calling Plan By User:

1. Follow steps 1-4 from

Incoming Calling Plan for an Account.

2. Scroll to the Incoming Calling Plan by User section and click the Show Users link to view the list

of users.

3. Locate a specific user by entering values in the Search fields, or view all users.

4. Click the Edit link to the right of the user you want to modify.

5. Follow steps 5-7 of the

Incoming Calling Plan for an Account for the

user.

6. Click the Save and

Return button.

Result: A message displays that the Incoming Calling Plan was saved.

VoiceManager MyAccount User Guide 55

VoiceManager Features

Create an Instant Group Call Group

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Advanced Call Settings tab.

4. Under the Team Calling section, click the Instant Group Call link.

5. To create or add a group, click the Add Instant Group Call Group link.

6. Enter a description in the Instant Group Name field.

7. Click the appropriate radio button to choose whether to Dial by

Telephone Number, Extension, or both Telephone Number and Extension.

8. Click the Phone Number drop-down menu to select the number for the group.

The Extension automatically matches the last four digits of the phone number, but you can edit it to any four-digit number.

The Instant Group ID is populated based on phone number and extension.

9. Click the Time Zone drop-down menu and

Instant Group Call

Feature Description

Instant Group Call allows creation and management of groups of users that can be called simultaneously for a conference call. Instant Group Call is available with the IP Centrex service and as an a la carte feature with all VoiceManager packages.

Solution

Easily create and manage groups of users that can be called simultaneously for a conference call. Instant Group Call can also be combined with the Push-to-Talk feature to deliver Intercom functionality for IP Centrex Customers.

Setup

56 VoiceManager MyAccount User Guide

select the correct time.

10. Click the checkbox if you would like to Enable

Maximum Call Time for Unanswered Call and

enter a maximum number of minutes.

11. Click the Add Another Number link and enter up to 20 phone numbers for an Instant Group Call.

12. Click the Clear or Remove link to delete phone numbers from the list.

If you select an Account from the drop-down menu, Account Administrators can also manage this Instant Group Call group and it will follow the Account Settings for the Incoming Calling Plan. If no account is selected, only the Profile Owner can manage this Instant Group Call group and it will follow the Group Settings for the Incoming Calling Plan.

13. Click the Incoming Calling Plan drop-down menu and select Custom Settings or Group Settings.

Choose Custom Settings to customize the Incoming

Calling Plan for this Instant Group Call group; otherwise, choose the Group Settings.

14. Click the Save and Return button to save

your changes and return to the previous screen.

Result: A message Indicates your Instant Group Call added successfully.

VoiceManager MyAccount User Guide 57

VoiceManager Features

Activate, Edit, Delete an Instant Group Call Group

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Advanced Call Settings tab.

4. Under the Team Calling section, click the Instant Group Call link.

5. Select the On check box next to the Instant Group Call group you want to activate.

6. Click the Edit or Delete link to change or remove an existing group.

7. Click the Save button.

58 VoiceManager MyAccount User Guide

VoiceManager Features

Last Number Redial

No setup is required for this feature.

1. Click the flash button or the switch hook.

2. Press #66.

Last Number Redial

Feature Description

Last Number Redial allows you to redial the last number you called by clicking the "Redial" button on your Personal Call Manager or by dialing the feature access code. Last Number Redial is available with all VoiceManager packages and IP Centrex service.

Solution

Save valuable time having to remember or look up the last number you called!

Setup

VoiceManager MyAccount User Guide 59

VoiceManager Features

Multi-Location Extension Dialing

No setup configuration is required.

Multi-Location Extension Dialing

Feature Description

Multi-Location Extension Dialing allows VoiceManager customers with locations in different Cox Business markets in the same city or state, or in different states, to dial between locations using a 4-digit extension dialing without incurring any local or long distance usage charges. This feature is available with all VoiceManager packages and IP Centrex service.

Solution

Save time and money, and reach others in the company by using a convenient, abbreviated dialing plan.

Setup

60 VoiceManager MyAccount User Guide

Monitored Users

Create Monitored Users List

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Applications tab.

4. Under the Enhanced

Receptionist Console

section, click the Monitored Users link.

5. Click on names from the Available Users list.

6. Click the Add or Add All button to move one or all to the Monitored Users list.

7. Likewise, click the Remove or Remove All button to remove users from the Monitored Users list and return them to Available Users.

8. To find a user that is not in the Available Users list, click the Search drop-down menu.

9. Click either the Last Name or First Name option.

10. Enter the name in the Search field.

11. Click the Find button.

12. Once the list is finished, click the Save button.

Feature Description

Monitored Users is enabled through the Receptionist Console software. It is a convenient way to

view users’ call status availability from a desktop and streamline processes and call routing for

the receptionist. This feature is available with the VoiceManager IP Centrex service.

Solution

Maximize call center efficiency and productivity with this simple desktop tool for the receptionist. Quick call reception and routing equals enhanced customer service!

Setup

VoiceManager MyAccount User Guide 61

VoiceManager Features

Music On Hold Personal Settings

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Holds and Transfers section, click the Music On

5. Click the On checkbox to activate Music On Hold.

6. Selecting Off overrides any group setting already selected and deactivates the feature.

7. Select the Music Type -

Group-Defined Music or Custom.

Group-Defined Music is set for the entire organization.

Custom enables uploading an audio file that will replace the Group-Defined audio.

8. Click the Select Audio or Change Audio link to

change a custom wave file.

9. Click Browse to find the desired audio file...

10. Click the checkbox to accept the disclaimer.

11. Click the Continue button.

12. Click the Internal Calls checkbox for music to

Music On Hold - User

Feature Description

Music On Hold plays music for callers on hold and is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service. This feature can be used with Call Park, Call Waiting, Call Hold, and Busy Camp.

Solution

Make customers’ hold time more pleasant. Use music or messages to inform or entertain customers while they wait.

Setup

62 VoiceManager MyAccount User Guide

VoiceManager Features

play for Internal Calls.

13. Click the System Default or Custom radio button for music choice.

14. For Custom music, repeat steps #7-10.

15. Click the Save and Return button.

Music On Hold Rules (Administrators)

1. Click the Edit or Delete link to manage Music on Hold options for the entire profile or specific accounts

2. Select the On or Off checkbox to activate or deactivate Music On Hold.

3. If the feature is On, choose when the music will play – Call Hold, Call Park, Busy Camp.

4. Select the Music Type –

System Default Music or Custom.

5. Click the Select Audio or Change Audio link to

change a custom wave file.

6. Click Browse to find the desired audio file.

7. Click the checkbox to accept the disclaimer.

8. Click the Continue button.

9. Click the Internal Calls checkbox for music to play for Internal Calls.

10. Click the System Default or Custom radio button for music choice.

11. For Custom music, repeat steps #7-10.

12. Click the Save and

Return button.

VoiceManager MyAccount User Guide 63

VoiceManager Features

N-Way Conferencing

No setup is required for this feature.

1. Dial the first party you

want to conference.

2. When the person answers,

click Conference to place that person on hold.

3. Dial another number to

conference.

4. When that person

answers, click Conference to connect that call.

5. Click Conference to place

the parties on hold.

6. Repeat steps #3-5 to add

a maximum of 15 people to the call.

N-Way Conferencing

Feature Description

N-Way Conferencing allows a user to conduct teleconference calls for a maximum of 15 telephone numbers without the need for any special configuration. This feature is available with IP Centrex service.

Solution

Reduce meeting and travel costs by conducting business via teleconferencing. Increase productivity by getting the right people together in real-time to make decisions quicker. Add the flexibility of having a conference call anytime, anywhere to conduct business.

Setup

64 VoiceManager MyAccount User Guide

VoiceManager Features

Outgoing Calling Plan by Account

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the User & System Management tab.

4. Under the Call Access section, click the Outgoing Calling Plan link.

5. Click the checkboxes from the columns listed to define a call plan for an Account.

6. Click the Save button.

Outgoing Calling Plan

Feature Description

Outgoing Calling Plan allows you to manage outgoing or transferred calls by groups or accounts. These settings can be customized and are included in all VoiceManager packages and IP Centrex service.

Solution

Outgoing call settings maximize productivity in the workplace by providing a means of managing how calls are made and transferred.

Setup

VoiceManager MyAccount User Guide 65

VoiceManager Features

Outgoing Calling Plan by User

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the User & System Management tab.

4. Under the Call Access section, click the Outgoing Calling Plan link.

5. Under the Outgoing Calling Plan By User section, click the Show Users drop-down menu.

6. Locate an employee from the User Name list, or Search by entering a first name, last name, phone number, or email address in the drop down space provided to edit an existing call plan.

7. Click the Edit link.

8. Clilck the Outgoing Calling Plan checkboxes to select or deselect the call types listed.

9. Click the Save and

Return button.

66 VoiceManager MyAccount User Guide

VoiceManager Features

Turn On Outlook Integration

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Applications tab.

4. Under the VoiceManager

Toolbar section, click the Outlook Integration link.

5. Click the Outlook Integration On radio

button to enable the feature.

6. Click the Retrieve Contacts From dropdown menu to select the contact list to reference when making calls: All Contacts Folders -

VoiceManager Toolbar and Outlook Contacts, or

Default Contacts Folder

– VoiceManager Toolbar only.

7. Click the Save button.

Outlook® Integration

Feature Description

Outlook Integration enables the use of personal contact lists with the VoiceManager Toolbar, Receptionist Console, and Personal and Group directories. Outlook Integration is available with all VoiceManager packages and IP Centrex service.

Solution

Save time and return calls more quickly with click-to-call functionality enabled through contacts available from your Outlook directories.

Setup

VoiceManager MyAccount User Guide 67

VoiceManager Features

Add / Edit Contacts

1. Log in to VoiceManager

MyAccount.

2. Click the VoiceManager

Tools menu in the left navigation bar.

3. Click the Applications

tab.

4. Under the VoiceManager

Toolbar section, click the Contact List link.

5. To import a contact list

from a saved file, click the Import Contact List link.

6. To add contacts one at a

time as a User click the

Add Personal Contact

link.

7. Administrators, click the

Add Common Contact link to add contacts one by one.

8. Enter the Name of the

contact in the field provided.

9. Enter the associated

Phone Number.

10. Click the Save button.

Result: A message indicates your contact added successfully.

Personal Phone List

Feature Description

Personal Phone List allows a user to conduct teleconference calls for a maximum of 15 telephone numbers without the need for any special configuration. Personal Phone List is available with all VoiceManager packages and IP Centrex service.

Solution

Setup

68 VoiceManager MyAccount User Guide

VoiceManager Features

Set Your Status Setting

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Applications tab.

4. Under the VoiceManager

Toolbar section, click the Personal Status Manager link.

5. Under the Set Your Status section, click the Current Status drop

down menu and select accessibility.

Setting the status to None maintains normal call management.

6. Click the Save button.

Personal Status Manager

Feature Description

Personal Status Manager enables one-click routing management of incoming calls. It is available with all VoiceManager packages and IP Centrex service.

Solution

One click and you are on the go! Maximize productivity and customer service by choosing from four pre-set options to receive calls anywhere, anytime.

Setup

VoiceManager MyAccount User Guide 69

VoiceManager Features

Status Settings – Available (In Office)

1. Under Status Settings,

click the Show Setting link for Available (In Office).

2. In the Simultaneously

Ring field, enter a phone

number to ring with the primary line.

3. Click the If My Line Is

Busy drop-down menu

and select where calls should go if line is busy.

4. Click Forward to Cox

Voicemail or Forward to Other and enter a phone

number in the field provided.

5. Click the If I Don’t Answer drop-down menu and select where calls should route.

6. Click Forward to Cox Voicemail or Forward to Other and enter a phone

number in the field provided.

7. Click the Save button.

Status Settings – Available (Out of Office)

1. Under Status Settings,

click the Show Setting link for Available (Out of Office).

2. Click the When a Call Is

Received drop-down menu and select where calls should route.

3. Click Forward to Cox

Voicemail or Forward to Other and enter a phone

number in the field provided.

4. Enter an Email address in

the Send Notification Emails to field to receive an alert of a missed call.

5. Click the Save button.

70 VoiceManager MyAccount User Guide

VoiceManager Features

Status Settings – Busy

1. Under Status Settings,

click the Show Setting link for Busy.

2. Click the When a Call Is

Received drop-down menu and select where calls should route.

3. Click Forward to Cox

Voicemail or Forward to Cox Voicemail except from specific phone numbers.

4. If selecting Forward to

Cox Voicemail except from specific phone numbers, enter up to

three phone numbers, then enter the phone number to ring when those numbers call.

5. Click the Save button.

Status Settings – Unavailable

1. Under Status Settings,

click the Show Setting link for Unavailable.

2. Click the When a Call Is

Received drop-down menu and select where calls should route.

3. Click Forward to Cox

Voicemail or Forward to Cox Voicemail except from specific phone numbers.

4. If selecting Forward to

Cox Voicemail except from specific phone numbers, enter up to

three phone numbers, then enter the phone number to ring when those numbers call.

5. Click the Save button.

VoiceManager MyAccount User Guide 71

VoiceManager Features

Turn On Priority Alert

1. Log in to VoiceManager

MyAccount.

2. Click the VoiceManager

Tools menu in the left navigation bar.

3. Click the Call Settings

tab.

4. Under the Call Receiving

section, click the Priority Alert link.

5. Click the On checkbox

next to a Priority Alert Rule from your list.

6. Click the Save button.

7. Click the Add Priority

Alert link to create a new rule.

8. Enter an explanation for

the rule in the Description field.

9. Select the type of phone

number to apply the rule to in the When Receiving Calls From drop-down menu.

10. Click the Use Priority

Alert or Do Not Use Priority Alert radio

button to define how to treat the call.

11. Select when to apply the

rule by clicking an option in the During Regular

Schedule and During Holiday Schedule drop-

down menus.

Priority Alert

Feature Description

Priority Alert allows selection of a different ring type for certain incoming calls, such as a specific person, or a call from inside or outside a group. This feature is available with VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Increase customer satisfaction while making sure to answer the most important calls first. The Priority Alert feature allows you to identify specific callers with a distinctive ring based on creating distinctive alert rules.

Setup

72 VoiceManager MyAccount User Guide

VoiceManager Features

Create separate Priority Alert Rules if both a Regular

and a Holiday Schedule are desired.

See Setting Up Schedules for instructions on how to create and edit a schedule.

12. Click the Save and

Return button.

Edit / Create a Priority Alert Rule

1. Follow steps #1-4 from

Turn On Priority Alert.

2. Click the Edit link to

make changes to an existing rule, or the Add Priority Alert link to create a new rule.

3. Enter an explanation for

the rule in the Description field.

4. Select the type of phone

number you want to apply the rule to in the When Reciving Calls From drop-down menu.

5. Define how you want to

treat the call by selecting the Use Priority Alert or

Do Not Use Priority Alert radio button.

6. Select when you want the

rule to apply by choosing an option in the During

Regular Schedule and During Holiday Schedule drop-down

menus.

See Setting Up Schedules for instructions on how to create and edit a schedule.

7. Click the Save and

Return button.

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VoiceManager Features

Privacy Settings

1. Log in to VoiceManager

MyAccount.

2. Click the VoiceManager

Tools menu in the left navigation bar.

3. Click the User & System

Management tab.

4. Under the User

Management section, click the Privacy Settings link.

5. Click the Group

Directory drop-down menu to select either

Hide My name and Number or Show My Name and Number.

6. Click the Auto Attendant

drop-down menu to select either Exclude Me from

Extension Dialing, Exclude Me From Name Dialing, Exclude Me from Extension and Name Dialing or Include Me in Extension and Name Dialing.

7. Click the Phone Status

drop-down menu to select

Hide My Status or Show My Status

8. To select who can

monitor your phone status, click on names from the Available Users list.

9. Click the Add or Add All

button to move one or all

Privacy Settings

Feature Description

Privacy Settings allow you to restrict access to your phone status and personal visibility. Privacy Settings is available with all VoiceManager packages and IP Centrex.

Solution

Define specific individuals who are allowed to reach you so that you can manage businesssensitive and personal-related issues. Maximize productivity and prevent phone interruptions, remaining focused on your projects.

Setup

74 VoiceManager MyAccount User Guide

VoiceManager Features

to the Assigned Users list.

10. Likewise, click the

Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users.

11. To find a user that is not

in the Available Users list, click the Search drop-down menu.

12. Click either the Last

Name or First Name option.

13. Enter the name in the

Search field.

14. Click the Find button.

15. Once the exceptions list

is complete, click the

Save button.

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VoiceManager Features

Push to Talk Settings

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Receiving section, click the Push to Talk link.

5. Click the On checkbox to enable the Auto Answer feature and hear the

caller’s voice over the

intercom.

6. Click the Off checkbox to manually answer a Push to Talk call without using the intercom.

7. Click the Outgoing Connection Type dropdown menu and select One-Way or Two-Way communication.

One-Way Connection - only the caller can talk and be heard.

Two-Way Connection - both parties can talk and be heard.

8. Choose who to Allow Calls From by clicking

the drop-down menu and selecting Only the

Assigned Users or Everyone except the Assigned Users.

9. Click the Save button.

Push to Talk

Feature Description

Push to Talk provides user-to-user intercom service across an enterprise. This service may be used in conjunction with Instant Call Group to emulate key system intercom functionality. It is only available with the IP Centrex service and requires an IP Centrex phone.

Solution

Communicate easily with intercom-like functionality. Push to Talk can be used between members of a team with the Instant Group Call feature so that you can broadcast messages across multiple phones simultaneously to increase productivity and streamline communication.

Setup

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Push to Talk Assigned Users List

10. Click the Search dropdown menu.

11. Click either the Last Name or First Name option.

12. Enter the name in the Search field.

13. Click the Find button.

14. Alternately, click on names from the Available Users list.

15. Click the Add or Add All button to move one or all to the Assigned Users list.

16. Likewise, click the Remove or Remove All button to remove users from the Assigned Users list and return them to Available Users.

17. Click the Save button to store settings.

Result: A message indicates the Push to Talk settings updated successfully.

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VoiceManager Features

Turn on Remote Office

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Advanced Call Settings tab.

4. Under the Remote

Calling section, click the Remote Office link.

5. Click the Remote Office On radio button to

activate the feature.

6. Enter a phone number in the Remote Phone Number field where you can be reached.

7. Click the Save button.

Result: A message indicates the Remote Office settings were updated successfully.

Remote Office

Feature Description

Remote Office allows you to associate a remote phone number with your primary business number. Make and receive calls as if from the office! Your business number displays to called parties and your business will be billed for your phone activity. This feature is available a la carte with the VoiceManager Essential package, and included with the Enhanced and Unlimited packages and IP Centrex service.

Solution

Maximize your time and expand your business; place and answer business calls from any location!

Setup

78 VoiceManager MyAccount User Guide

Schedules

Create a Schedule/Event

Schedules organize time(s) for call management. You need to create a schedule before you add an event. Examples of commonly used schedules are: Weekend Hours, After Hours, and Evenings.

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left

navigation bar.

3. Click the User &

Management System

tab.

4. Under the User Management section, click Schedules.

5. Click the Add Schedule/Event link.

6. Enter a description in the Schedule Name field.

7. Select the Type – Regular or Holiday.

Create separate schedules for an event if both a Regular and Holiday Schedule are desired.

8. Select the Access – Group or Personal.

9. Enter a description in the Event Name field.

10. Enter a Start Time for the date and time of the

Feature Description

Schedules allow you to configure timeframes that define how incoming calls will be managed. Once schedules are created, they appear as an option available for selection on other feature setting pages, such as Sequential Ring, Auto Attendant, and Call Notify. This feature is available with all VoiceManager packages or IP Centrex service.

Solution

VoiceManager services provide time and holiday schedules to customize incoming call management based on a preconfigured calendar. They are created as events based on holidays, date, day of week, time of day, and recurring pattern options.

Setup

VoiceManager MyAccount User Guide 79

VoiceManager Features

event.

11. Enter an End Time for the date and time of the event.

12. Choose if and when the Event Recurs.

13. Click the Save or Save &

Add Another button.

Result: A message indicates

your Schedule and Event were added.

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VoiceManager Features

Selective Call Acceptance

This feature has been combined with others to create Call Acceptance & Rejection.

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VoiceManager Features

Selective Call Rejection

This feature has been combined with others to create Call Acceptance & Rejection.

82 VoiceManager MyAccount User Guide

Sequential Ring

Create a Sequential Ring List

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Forwarding section, click the Sequential Ring link.

5. Click the Ring My Phone Number First check box to ring your phone number before routing calls to the next phone number in the list.

6. Click the Skip to Next Number if Busy check box to ring the next number in the list if a number is busy.

7. Click the Allow Caller to Skip Sequence check box for call to advance to the first available number in the list.

You may choose to route all or only selective incoming calls to your Sequential Ring List. To route only selective calls, you must add rules that will determine when calls are routed.

Feature Description

Sequential Ring acts as a find-me-follow-me feature that rings up to five numbers in a customized sequence when an incoming call matches specified conditions. Sequential Ring is available as an a la carte feature with the VoiceManager Essential package, an option with the Enhanced and Unlimited packages, and is included in IP Centrex service.

Solution

Provide enhanced service and stay connected when away from the office!

Setup

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VoiceManager Features

Define Routing of Calls

8. Click the Add Another Number link. You can enter up to 5 numbers.

9. Enter the Phone Number to which calls should be routed.

10. Choose Yes or No from the Answer Confirmation drop-down menu.

11. Click the Rings dropdown menu to select the number of rings before the call is forwarded to the next number.

12. Click Clear or Remove to delete any number from your list.

13. Click the Save button to complete your list.

14. To activate Sequential Ring, you must have at least one Sequential Ring Rule turned On.

15. Click the Save button.

84 VoiceManager MyAccount User Guide

Add/Edit Sequential Ring Rule

1. Click the Edit or Add Sequential Ring Rule link to change or add a new Sequential Ring Rule.

2. Enter a Description for the rule in the field provided.

3. Click the When Receiving Calls From drop-down menu.

4. Click the phone number to which the rule applies. The options are Any

Phone Number or Specific Phone Numbers.

5. If you select Specific Phone Numbers, click

the type of phone number (Any Private Number or

Any Unavailable Number) and enter the

number.

6. Click the Call Sequential

Ring List or Do Not Call Sequential Ring List

check box to activate or deactivate this feature.

7. Click the During Regular

Schedule or During Holiday Schedule drop-

down menus.

8. Click the schedule for when the Sequential Ring Rule should apply.

9. Add a new schedule by clicking the Add a

Regular Schedule or Add a Holiday Schedule

link and entering the required information.

10. Create separate Sequential Ring Rules if both a Regular and a Holiday Schedule are desired.

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VoiceManager Features

See Setting Up Schedules for detailed instructions.

11. Click Save and Return.

86 VoiceManager MyAccount User Guide

Simultaneous Ring Personal

Simultaneous Ring List Options

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left navigation bar.

3. Click the Call Settings tab.

4. Under the Call Forwarding section, click the Simultaneous Ring link.

5. Click the Off checkbox to disable the

Simultaneous Ring

feature.

6. Click the Always On check box to turn Simultaneous Ring on all the time.

7. Enter up to ten Phone Numbers that will ring at the same time.

8. Click the Yes or No dropdown menu for the Answer Confirmation action for each phone number.

9. Click the Add Another Number link to add a phone number tothe list.

10. Click Remove to delete a phone number from the list.

11. Click On With

Simultaneous Ring Rules to enable feature

when a specific rule is

Feature Description

Simultaneous Ring enables selecting up to ten other phone numbers that will ring at the same time for incoming calls. It may also be activated or updated using the VoiceManager Toolbar which is downloadable from the Applications tab. Simultaneous Ring is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Maximize customer service and streamline all phone numbers into one so that incoming calls ring multiple phones to ensure you are reached!

Setup

VoiceManager MyAccount User Guide 87

VoiceManager Features

selected.

12. Click the Do Not Call My List If I Am On a Call check box to disable the feature when on a call.

13. Click the Save button.

Add/Edit Simultaneous Ring Rule

1. Follow steps #1-4 of

Simultaneous Ring List Options.

2. Click the checkbox next to an existing rule to activate the feature.

3. Click the Edit or Delete link to change or remove a rule.

4. Click the Add Simultaneous Ring Rule link to create a new rule.

5. Enter a rule name in the Description field.

6. Clickthe When Receiving Calls From drop-down menu.

7. Click the phone number to which the rule applies.. The options are Any

Phone Number or Specific Phone Numbers.

8. If you select Specific Phone Numbers, click

the type of phone number (Any Private Number or

Any Unavailable Number) and enter the

number.

9. Click the Call Simultaneous Ring List or Do Not Call

Simultaneous Ring List

check box to activate or deactivate this feature.

10. Click the drop-down menu for During Regular

Schedule or During Holiday Schedule to

select when the rule applies.

11. Create a new schedule

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VoiceManager Features

by clicking the Add a

Regular Schedule or Add a Holiday Schedule

link.

12. Create separate

Simultaneous Ring Rules if both a Regular

and a Holiday Schedule are desired.

See Setting Up Schedules for detailed instructions.

13. Click the Save and Return button.

Result: A message indicates your Simultaneous Ring Rule settings were saved

successfully.

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VoiceManager Features

Speed Dial Rules

To turn on the Speed Dial feature, at least one Speed Dial Rule must exist.

1. Log in to VoiceManager MyAccount.

2. Click the VoiceManager Tools menu in the left

navigation bar.

3. Click the Call Settings tab.

4. Under the Dial / Redial heading, click the Speed Dial link.

5. Click the Add Speed Dial Rule link.

6. Click the Speed Code drop-down menu to assign a code to a Phone Number.

7. Enter the Phone Number to attach to the Speed Code.

8. Enter a name in the Description field for the speed dial party.

9. Click the Save button.

10. Click the Edit or Delete link to modify an existing rule.

Result: A message indicates the Speed Dial Rule was added, edited, or deleted.

Speed Dial numbers may be accessed using a code or the VoiceManager Toolbar.

Speed Dial

Feature Description

Speed Dial offers two options that allow making calls using speed codes. Speed Dial 8 provides single-digit dialing for up to eight (8) frequently called phone numbers and is available with all VoiceManager packages and IP Centrex service. Speed Dial 100 provides two-digit dialing for up to 100 frequently called phone numbers and is available with the VoiceManager Enhanced and Unlimited packages and IP Centrex service.

Solution

Save time wasted looking up names and phone numbers! VoiceManager can create customized lists of one or two-digit codes to call the most frequently dialed numbers.

Setup

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VoiceManager Features

Speed Dial 8

This feature has been combined with Speed Dial.

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VoiceManager Features

Speed Dial 100

This feature has been combined with Speed Dial.

92 VoiceManager MyAccount User Guide

Cox Business VoiceManager User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual