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.
i
Table of Contents
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
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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
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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
login name/email address has been set up with Administrator privileges.)
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
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
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
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
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