VoiceLinQ Call Center

Portal Admin Guide

(revised 1/17/2022)
 CONTENTS
Preface
o Document Conventions
o Glossary Conventions

1. Accessing the Admin Web Portal

o Logging in to the Web Portal
o Understanding the Admin Portal Interface

2. Quick Guide to Common Tasks

o Resetting a Password
o Replacing Employees
o Moving a Phone
o Changing Open Hours
o Setting New Holidays
o Setting Call Forwarding
o Blocking a Caller

3. Working with Active Calls

o Call Graphs
o Statistics Panel

4. Working with Users

o Displaying the Users Page
o Adding Users
o Editing Users
 Configuring the User Profile
 Configuring User Answering Rules
• Allowing or Blocking Calls
• Adding Answering Rules
• Changing the Active Answering Rule
• Editing Answering Rules
• Deleting Answering Rules
 Configuring User Voice mail
 Configuring Phones
 Associating Phones with This User
 Editing Phones
 Deleting Phones
o Importing Users
o Deleting Users

Page 2 of 101
5. Working with Conferences
o Displaying the Conferences Page
o Adding Conferences
o Editing Conferences
o Deleting Conferences
o Joining a Conference
o Viewing Conference Statistics

6. Working with Automated Attendants

o Displaying the Auto Attendants Page
o Adding Auto Attendants
 Recording Intro Greetings and Menu Prompts
o Editing Auto Attendants
o Deleting Auto Attendants
o Auto Attendant Best Practices

7. Working with Call Queues

o Displaying the Call Queues Page
o Adding Call Queues
o Editing Call Queues
o Deleting Call Queues
o Adding Music on Hold to a Queue
o Working with Agents

8. Working with Time Frames

o Displaying the Time Frames Page
o Working with Time Frames
o Adding Time Frames
o Editing Time Frames
o Deleting Time Frames
o Viewing Begin and End Dates

9. Working with Music on Hold

o Displaying the Music on Hold Page
o Adding Music on Hold Files
o Changing the Order of Music on Hold Files
o Editing Music on Hold Files
o Deleting Music on Hold Files
o Adjusting Music on Hold Settings

Page 3 of 101
10. Working with Inventory
o Displaying the Inventory Page
o Managing Phone Numbers
 Filtering Phone Numbers
 Editing Phone Numbers
 Exporting Phone Numbers
 Managing Phone Hardware
 Filtering Phone Hardware
 Adding Phones
 Editing Phones
 Exporting Phone Hardware Information

11. Viewing Call History

o Displaying the Call History Page
o Filtering Call History
o Exporting Call History

12. Taking a Phone Home

 Installing a Phone at Home
o Troubleshooting a Remote Phone

Appendix A. Glossary

Index

Page 4 of 101
PREFACE

Welcome to the VoiceLinQ Call Center Portal Administrator’s Guide. Your VoiceLinQ Call
Center Portal system includes a comprehensive set of administrator tools for configuring and
managing the system. This guide describes how to use these features to optimize your
VoiceLinQ Call Center Portal experience.

Document Conventions
This guide uses the following conventions to draw your attention to certain information.

Convention Description

Note Notes emphasize or supplement important points of the main text.

Bold Indicates text on a window, other than the window title, including menus, menu options, buttons, fields, and
labels.

Italic Indicates a variable, which is a placeholder for actual text provided by the user or system. Angled brackets (<
>) are also used to indicate variables.
screen/code Indicates text that is displayed on screen or entered by the user.

Page 5 of 101
 1. ACCESSING THE ADMIN WEB PORTAL

Topics: All administrator tasks are performed from the admin

portal. The admin portal is a web-based application
• Logging in to the Web Portal that runs on any device (mobile phone, tablet, or PC)
(page 7) running a browser.
• Understanding the Admin You access the admin portal using the user portal
Portal Interface (page 8) login. After logging in to the user portal, users with
admin permission can access the admin portal.

Page 6 of 101
Logging in to the Web Portal
To log in to the web portal:
1. Launch a web browser.
2. In the browser address bar, type the supplied portal https://pbx.voicelinq.com/portal/ and
press the Enter key. The Login page appears.

3. At the Login page, enter the login name ext@customerdomain.com, where

customerdomain.com typically is the same as your email address domain. Then enter
your password. For security, each typed password character is masked by a dot (●).
4. Click Log In.
5. At the top-right of the page, click the Manage Organization link.

Note: If the Manage Organization link does not appear, you do not have Office Manager
permissions.

Page 7 of 101
Understanding the Admin Portal Interface
The top of the admin portal interface contains a menu bar with icons for navigating through
the portal (see Table 1-1). When you click an icon, the page associated with the icon appears
in the dashboard. Some pages have tabs for accessing configuration settings.

Username-displayed
My Account/Log Out- Blue dropdown

Page 8 of 101
 2. QUICK GUIDE TO COMMON TASKS

Topics: This chapter describes frequently performed tasks.

• Resetting a Password (page
10)
• Replacing Employees (page
10)
• Moving a Phone (page 10)
• Changing Open Hours (page
11)
• Setting New Holidays (page 11)
• Setting Call Forwarding (page
12)
• Blocking a Caller (page 12)

Page 9 of 101
Resetting a Password
1. On the menu bar, click Users.
2. Click the name of the user that needs a password change.
3. Scroll down to the Change Password section, and then enter a new numeric password
in the New Password and Confirm New Password fields.
4. Click Save.

Replacing Employees
If you have a new employee taking over an old employee’s extension:
1. On the menu bar, click Users.
2. Click the name of the user being replaced.
3. Change the name, department, email address, and password, as appropriate, and then
click Save.
4. To reset the mailbox for the new employee, click the Voicemail tab, scroll down to the
Data section, click Clear Data followed by Yes at the confirmation prompt, and then click
Save.

Moving a Phone
If a user changes offices, we recommend moving the phone. The user’s extension will follow
the phone. Otherwise, use the following procedure to reassign phones:

1. On the menu bar, click Inventory.

2. Click the Phone Hardware tab.
3. Click the MAC address of the appropriate phone.
4. In the pop-up window, reassign the extensions, and then click Save.

Page 10 of 101
Changing Open Hours
1. On the menu bar, click Time Frames.
2. Click the name of the time frame you want to edit.
3. In the pop-up window, change the When setting. Use the check boxes, sliders, and text
fields to adjust the open hours rules, as appropriate.
4. Click Save.

Setting New Holidays

Setting new holidays is a 2-step procedure. First, create or edit a time frame, and then
configure user answering rules for that time frame.

1. Set the time frame:

a. On the menu bar, click Time Frames.
b. Click Add Time Frame to add a new time frame or click the Name of the time frame
you want to edit.
c. In the pop-up window, enter or edit the name for the holiday, click when it occurs, and
use the check boxes, sliders, and text fields to adjust the rules, as appropriate.
d. Click Save.
2. Set the user answering rules:
a. On the menu bar, click Users.
b. Click the Name of a user who needs the time frame applied to him.
c. Click the Answering Rules link.
d. Check to see whether the time frame already applies to that user. Otherwise click Add
Rule.
e. Using the Time Frame drop-down list, select the time frame you defined in step 1.
f. Complete the other settings as appropriate (see Working with Time Frames for more
info).
g. Click Save.
h. Reorder the time frames as needed to ensure the new rule will take precedence.

Page 11 of 101
Setting Call Forwarding
1. On the menu bar, click Users.
2. Click the name of the user you want to forward.
3. Click the Answering Rules tab.

5. In the pop-up window, select the appropriate call forwarding check box and enter the
extension, number, or phone.

Note: Your main number usually is associated with a user called the “Inbound Route.” For
more information about Call Forwarding, see “Adding Answering Rules” on page 27.

6. Click Save.

Blocking a Caller
1. On the menu bar, click Users.
2. Click the name of the user that needs a block. To block a caller from the main number,
look for the Inbound Route user.
3. Click the Answering Rules tab.
4. Click the Allow/Block button.
5. In the pop-up window, enter the caller’s number under BLOCKED NUMBERS, and then
click +.
6. Click Done.

Page 12 of 101
 3. WORKING WITH ACTIVE CALLS

Topics: The Home page has an ACTIVE CALLS section

that shows graphical and statistical information
• Call Graphs (page 14) about current calls. This information updates
• Statistics Panel (page 15) automatically as active calls change.

Page 13 of 101
 Active Calls Page

Call Graphs
The left side of the Home page shows call graphs. These graphs display calls by hour and
day, allowing you to see trends in system usage. For more information about call details, see
“Viewing Call History” on page 100.

Page 14 of 101
Statistics Panel

Statistics Description

Active Calls Number of calls that are currently active.

Users Number of users on the system.
Registered Devices Number of phones that are currently operational.
Total Devices Total number of devices configured on your system.
Auto Attendants Total number of auto attendants in the system.
Call Queues Total number of call queues in the system.
Conferences Total number of conferences in the system.
Phone Numbers Number of phone numbers assigned to your system.
Calls Today Number of calls dialed and received today.
Total Minutes Today Total amount of talk time.
Avg. Talk Time Average talk time per call.

Page 15 of 101
 4. WORKING WITH USERS

Topics: Users are the extensions on your system. This

chapter describes how to add, edit, and import users
• Displaying the Users Page to the system. System users are users associated
(page 17) with queues, auto attendants, and other system
• Adding Users (page 19) features.
• Editing Users (page 20)
• Importing Users (page 35)
• Deleting Users (page 36)

Page 16 of 101
Displaying the Users Page
All user tasks are performed from the Users page. To display this page, click the Users icon
on the menu bar:

The following figure shows an example of the Users page.

A search field at the top-left of the page allows you

to search users by entering their name, extension,
or department, and then clicking the magnifying
glass icon:

To sort users by name, extension, or department, click a blue column header. The arrow next
to column header shows whether the items are sorted in ascending (up arrow) or descending
(down arrow) order.

The bottom-left side of the page has controls to display the next or previous page. The bottom-
right side has controls to hide system users and select the number of users shown per page.

Page 17 of 101
Where to go from here: From the Users page, you can:
● Add users. See “Adding Users” on page 20.
● Edit users. See “Editing Users” on page 22.
● Import users. See “Importing Users” on page 38.
● Delete users. See “Deleting Users” on page 39.

Page 18 of 101
Adding Users
1. From the Users page, click the Add User button. An add a user pop-up window similar to
the following appears. (The options in your window might differ from the ones shown
below.)

2. Complete the fields (see Table 4-1).

3. Click Add User.

Page 19 of 101
 Table 4-1. Adding/Editing a User
Setting Description

First Name Enter the user’s first name. The dial-by-name directory can match on this field
but will by default match Last Name.
Last Name Enter the user’s last name. The dial-by-name directory can match on this field.
Extension Enter the user’s extension.
Department Enter the department to which the user belongs.
Time zone Enter the user’s time zone.
Email Address(es) Enter the user’s address used for email, password resets, etc. To add email
addresses, click the green plus icon.
User’s Scope Select the user’s access level. Choices are the following (your selections might
be different):
● Basic user

● Office manager

● Call center agent (may not appear in your drop-down list)

● Call center supervisor (may not appear in your drop-down list)

Enable Voicemail Enable or disable voicemail. Choices are:

● Checked = enable voicemail.

● Not checked = disable voicemail.

Add Phone Extension This setting allows you to add a phone extension. Phone extensions allow users
to be associated with a phone. A user can have one or more phone extensions.
For example, user 111 could have three phones designated as 111a, 111b, and
111c. If you check this check box, you can then associate a phone to the user
(see Table 10-3 on page 86). Choices are:
● Checked = add phone extension.

● Not checked = do not add phone extension.

New Password Enter a new numeric login password for the user. For security, each typed
password character is masked by a dot (●).
Confirm New Password Enter the same numeric login password you entered in the New Password field.
For security, each typed password character is masked by a dot (●).

Page 20 of 101
 Editing Users
There might be times when you need to edit users. For example, you might need to change
names, passwords, answering rules, voice mail, or phone settings.
1. From the Users page, either:
– Click a name

OR

Click a name or…

icon …click this icon and…

…click this
selection

Where to go from here: When a similar page appears, use the tabs to configure the
settings for this user:
● Use the Profile tab to configure profile, caller ID, dial
planning, and login password for the selected user. See
“Configuring the User Profile” on page 23.
● Use the Answering Rules tab to configure time frames
and answering rules for the selected user. See
“Configuring User Answering Rules” on page 25.
● Use the Voicemail tab to configure voicemail settings for
the selected user. See “Configuring User Voice mail” on
page 32.
● Use the Phones tab to configure the phones associated
with the selected user. See “Configuring Phones” on
page 35.

Page 21 of 101
Configuring the User Profile
To configure the profile for the selected user, complete the fields in the Profile tab, and then
click Save.
Note: The options in your tab might be different than the ones shown below.

Page 22 of 101
 Setting Description

Profile Information

First Name Enter the user’s first name.

Last Name Enter the user’s last name. The user’s last name is particularly important for the
dial-by-name directory, as it matches on this field.
Login Name Read-only field that shows the login name this user uses to log in to the portal.
Department Enter the department to which the user belongs.
Time zone Enter the user’s time zone.
Email Address(es) Enter the user’s address used for email, password resets, etc. To add email
addresses, click the green plus icon.
Record User’s Calls Select whether the calls for this user will be recorded (Yes) or not recorded (No).
Directory Options Enables or disables announce in auto directory and list in directory features.
● Announce in Audio directory = check to include the user in the dial-by-name
directory.
● List in Directory = check to add user to the internal extensions list (contacts).

Caller ID Information

Area Code Area code associated with the user.

Caller ID Caller ID numbers that will be displayed for this user.
911 Caller ID Caller ID number sent when calling 911. This may be different than your regular
caller ID.
Dial Planning

Dial Permission Select the dialing permissions for the user.

Change Password

New Password Enter a new numeric login password for the user. For security, each typed
password character is masked by a dot (●).
Confirm New Password Enter the same numeric login password you entered in the New Password field.
For security, each typed password character is masked by a dot (●).

Page 23 of 101
Configuring User Answering Rules
Answering rules define how calls to this extension are handled. To configure answering rules
for the selected user:
1. From the Users page, click the Answering Rules tab. A page similar to the following
appears.

2. Use the Ring for drop-down list to select the maximum number of seconds that incoming
calls ring for this user before the system routes the call to the user’s voicemail or the
Forward if Unanswered option, if configured.
3. From this page, you can:
– Allow or block calls for this user (see “Allowing or Blocking Calls” on page 26).
– Add answering rules for this user (see “Adding Answering Rules” on page 27).
– Change the active rule for this user (see “Changing the Active Answering Rule” on
page 28).
– Edit answering rules for this user (see “Editing Answering Rule” on page 31).
– Deleting answering rules for this user (see “Deleting Answering Rules” on page 32).

Page 24 of 101
Allowing or Blocking Calls
To allow or block calls for this user:
1. Click the Allow/Block button. The Allow/Block pop-up window appears.

2. Calls from allowed numbers bypass call screening and server side Do Not Disturb (not
phone DND). To allow numbers for this user, enter a number in the Enter a number field
under ALLOWED NUMBERS, and then click the plus sign next to this field. Repeat this
step for each additional number you want to allow for this user.
3. Calls from blocked numbers receive a fast busy or number disconnected message. To
block numbers for this user, enter a number in the Enter a number field under BLOCKED
NUMBERS, and then click the plus sign next to this field. Repeat this step for each
additional number you want to block for this user.
4. To block anonymous or unknown numbers, check Block anonymous or unknown.
5. Click Done.

Page 25 of 101
Adding Answering Rules
Adding additional answering rules allows you specify alternate call answering rules in a
different time frame (for example, handle calls differently on a weekend than on a weekday).
To add an answering rule for this user:

1. Click the Add Rule button. The Add an Answering Rule pop-up window appears.

2. Complete the settings in the Add an Answering Rule pop-up window.

Page 26 of 101
 Table 4-2. Adding/Editing Answering Rules
Setting Description

Time Frame Select a time frame to which this answering rule will be applied. Choices shown
are the ones previously configured using the procedure under “Adding Time
Frames” on page 77.
Enabled Add an answering rule: this check box does not appear.
Edit an answering rule: enable (check) or disable (uncheck) this time frame for
this user.
Do not disturb Enables or disables the Do Not Disturb feature. Choices are:
● Checked = enable Do Not Disturb. Send all calls directly to voicemail (if
available), without ringing the phone.
● Not checked = disable Do Not Disturb.

Call screening Enables or disables the Call Screening feature. Choices are:
● Checked = enable Call Screening. System prompts callers to say their name,
and then lets you screen the call before accepting it.
● Not checked = disable Call Screening.

Call Forwarding options Select the following appropriate Call Forwarding settings. When entering another
extension as a Call Forward option, a drop-down menu allows you to forward the
call to specific resources associated with that extension (see Table 4-3). Some
settings might not appear, depending on the features associated with the given
extension.
Choices are:
● Always = immediately forward calls to the number specified in the text field.

● When busy = forward calls to the number specified in the text field when your
extension has used all available call paths.
● When unanswered = forward calls to the number specified in the text field if
the call is not answered after the specified ring timeout.
● When offline = automatically forward calls to the number specified in the text
field if your desk phone has lost communication (for example, during a power
outage).
Simultaneous Ring Simultaneous ring (simring) allows multiple phones to ring at the same time.
Check boxes allow you to include the user’s extension, ring all user phones at
the same time, and use answer confirmation for offnet numbers.
● Include user’s extension = check to ring the phone with the same extension
as the user.
● Ring all user’s phones = ring all phones associated with this user at the same
time.
● Answer confirmation for offnet numbers = ensures when conducting a simring
to a cell/landline that the answering party is a person instead of voicemail by
requesting them to press 1 to accept the call.
In this field, you can enter the extension of another telephone you want to ring.
The clock icon allows you to specify a ring delay. A ring delay allows you to enter
the amount of time before the call rings at the destination. To add other phones
to the simring, click the green plus icon.
Just ring user’s extension Enables or disables the ringing of your telephone only.
● Checked = incoming call rings just your telephone.

● Not checked = feature is disabled.

Page 27 of 101
 Table 4-3. Call Forward Selections
Selection Description

User Forward calls to the user at the specified extension and follow their user-answering rules.
Handset Bypass the user-answering rules and forward calls to the handset associated with the specified user.
Voicemail Forward calls to voicemail at the specified extension.
Queue Forward calls to the queue associated with this user.
Auto Attendant Forward calls to the auto-attendant associated with this user.

3. Click Save.
4. Repeat this procedure to add answering rules for this user.

Changing the Active Answering Rule

You can define multiple answering rules, but only one rule can be active at a time. The active
rule is the first rule with a matching time frame. Best practices dictate that you order answering
rules according to how specific they are, with the most specific time frames (for example,
Holidays) at the top.
Assume today is Monday, July 4th. In this example, the Holidays and Open time frames could
match the time and date conditions for July 4th. If Holidays is the first rule, however, it
becomes the active rule. But if Open is the first rule, Open becomes the active rule.
To specify a rule other than the top one as the active rule:
1. In the Answering Rules tab, find the rule you want to designate as the active rule.
2. On the left side of the Answering Rules tab, hover the mouse over the up/down arrows
for that rule (the pointer changes to a 4-headed arrow).

Pointer is
hovering here

3. Hold down your mouse button, drag the rule to the top row, and then release the mouse
button. A message tells you that the answering rules have been reprioritized and prompts
you to click Save.

Message that active rule

has been reprioritized

4. Click Save. The Active designation appears next to the topmost time frame.

Page 28 of 101
Editing Answering Rules
To edit an answering rule for this user:

Click this icon

The Edit Answering Rule pop-up window appears below.

2. Change the rule, as appropriate. For assistance, see Table 4-2 on page 25.
3. Click Save.

Page 29 of 101
Deleting Answering Rules
If you no longer need an answering rule for a user, you can delete the rule. You can delete
any answering rule, except the default rule.

Click this icon

A confirmation prompt appears.

4. Click Yes to delete the rule, or No, to retain it.

Configuring User Voice mail

To configure voice mail for the selected user:
1. From the Users page, click the Voicemail tab. A
page like the following appears.
2. Complete the settings in the Voicemail tab.

Page 30 of 101
 Table 4-4. Voicemail Settings
Setting Description

Enable Enable (check) or disable (uncheck) voicemail.

Inbox

Options This setting affects audio voicemail (calling into voicemail) but does not affect the web portal voice
messages. Check the appropriate inbox options. Choices are:
● Sort Voicemail inbox by latest first = plays newest messages first.

● Announce voicemail received time = plays the timestamp of the message.

● Announce incoming call ID = plays the caller ID number if available.

Operator Forward This setting determines where a call is sent if the caller presses 0 while the voicemail greeting is being
played. When using this feature, tell callers near the beginning of your recorded voicemail greeting that they
can press 0 to redirect their call.
Number of Messages Read-only field that shows the current count of messages. Click the Clear messages link to delete messages
but leave greetings in place.
Data

Limit Read-only field that shows user’s storage limit.

Used Read-only field that shows user’s used storage. Click the Clear data link to delete all messages, greetings,
and the name recording.
Greetings

Voicemail Greeting To select an active voicemail greeting, click a greeting from the drop-down list.

To upload a greeting:
1. Next to New Greeting, click Upload.
2. Use the Browse button to select the file.
3. In the Greeting Name field, enter a name for the greeting.
4. Click Save and Done.
To record a greeting:
1. Next to New Greeting, click Record.
2. In the Call me field, enter number to call (either an extension or a telephone number such as your cell
phone).
3. In the Greeting Name field, enter a name for the greeting.
4. Click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when
you finish your recording.
5. Click Done. (Or click Add Greeting to add another greeting.)
Recorded Name

Page 31 of 101
 Unified Messaging

Email Notification Adjust your voicemail to email settings. Choices are:

● None = no emails when voicemail is left.

● Send w/ Hyperlink = system sends an email to this user with a link to the voicemail

● Send w/ Brief Hyperlink = system sends an email to this user in plaintext with a link to the voicemail

● Send w/ Attachment (storage option) = system sends an email to this user with the audio file of the
message attached. The storage option lets this user leave messages in his inbox as new, move to saved,
or move to trash.
● Send w/ Brief Attachment (storage option) = system sends an email to this user in plaintext with the audio
file of the message attached. The storage option lets this user leave messages in his inbox as new, move
to saved, or move to trash.
Options Check the appropriate unified messaging options. Choices are:
● Send email when inbox is full = system sends an email if this user’s voice mail inbox runs out of space.

● Send email after missed call = system sends an email if this user missed a call.

3. Click Save.

Page 32 of 101
Configuring Phones
To associate phones with the selected user:
1. From the Users page, click the Phones tab. A page like the following appears.

Where to go from here: From the Phones tab, you can:

● Associate a phone with this user (see “Associating
Phones with This User” on page 30).
● Edit phones associated with this user (see “Editing
Phones” on page 31).
● Delete phones associated with this user (see “Deleting
Phones” on page 32).

Page 33 of 101
Associating Phones with This User
To associate phones with this user:
1. Click the Add Phone button. The Add a Phone pop-up window appears.

2. Complete the settings in the Add a Phone pop-up window.

Table 4-5. Adding/Editing Phones

Setting Description

Phone Name Adding a phone: Enter a name for this phone. The name should allow you to
differentiate this phone from other phones you associated. For example, if you
add phones for x111, you can name them 111a, 111b, and so on.
Editing a phone: read-only field that shows the name of the phone.
Record Calls Select whether calls will be recorded (Yes) or not recorded (No).
Model Select the telephone model. The remaining settings in the window change
depending on the model selected.
Preferred Server Select the preferred server with which the phone will be used.

3. Click Add.
4. Repeat this procedure to associate additional phones with this user.
5. After you configure all phones, reboot the phones to apply these settings.

Page 34 of 101
Editing Phones
To edit a phone associated with this user:
1. From the Phones tab, either:
– Click a name

OR

Click a name or… icon …click this icon

Either step displays the Edit Phone pop-up window.

2. Change the phone settings, as appropriate. For assistance, see Table 4-5 on page 30.
3. Click Save.

Page 35 of 101
Deleting Phones
If you no longer need a phone that is associated with this user, you can delete the phone.

2. Click Yes to delete the phone or No to retain it.

Click this icon

Importing Users
A quick way to add users into the system is by importing them. The system accepts users in
comma-separated-value (CSV) format. As part of this procedure, you can download a CSV-
formatted template that can be opened using Microsoft Excel, populate the template with
users, and then import the template.
1. From the Users page, click the Import button. The Import Users pop-up window appears.

2. To download a template that you can populate and import into the system:
a. Click the Download Template button.
b. Save the template to an area you can access.
c. Open the template, populate it with users, and then save the template.
3. Click the Browse button, navigate to the location where the file containing the users to be
imported is located, click the file, and then click Open.
4. Click Upload. The system shows a preview of the data to be imported and allows you to
edit the values if needed.

Page 36 of 101
Deleting Users
If you no longer need a user, you can delete the user from the system.

2. Click Yes to delete the user or No to retain it.

Click this icon

Page 37 of 101
 5. WORKING WITH CONFERENCES

Topics: Your VoiceLinQ Call Center Portal system includes

a conference bridge that allows people inside and
• Displaying the Conferences outside your company to participate in a
Page (page 38) conference call.
• Adding Conferences (page 38)
• Editing Conferences (page 40)
• Deleting Conferences (page
40)
• Joining a Conference (page
41)
• Viewing Conference Statistics
(page 41)

Page 38 of 101
Displaying the Conferences Page
All conference tasks are performed from the Conferences page. To display this page, click the
Conference icon on the menu bar:

Where to go from here: From the Conferences page, you can:

● Add conferences. See “Adding Conferences” on page 42.
● Edit conferences. See “Editing Conferences” on page 44.
● Delete conferences. See “Deleting Conferences” on page
45.
● Join a conference. See “Joining a Conference” on page 45.
● View conference statistics. See “Viewing Conference
Statistics” on page 46.

Adding Conferences
The following procedure describes how to add conferences. When adding a conference, we
recommend you require a leader to start the conference; otherwise, anyone with your
participant code can use your bridge.
1. From the Conferences page, click the Add Conference button. The Add a Conference
pop-up window appears.

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2. Complete the fields (see Table 5-1).
3. Click Add Conference.

Table 5-1. Adding/Editing a Conference

Setting Description

Name Enter a name for this bridge. The name should allow you to differentiate this bridge from other
bridges you configured.
Type Select the conference type. Choices are:
● Dedicated conference bridge = a shared bridge on its own dedicated extension.

● Owned conference bridge = a bridge associated to a user on the system (for example, the
bridge for user 111).
Extension Adding a conference: select the extension used to join this conference.
Editing a conference: read-only field that shows the extension.
Direct Phone Number Select the phone number used to join the conference.
Owned bridges also have a direct dial field, which is the number internal users can dial to access
the bridge.
Leader PIN Enter the personal identification number (PIN) that the leader will use to authenticate access
when joining the meeting. This PIN is private and should be known by internal staff only.
Participant PIN Enter the PIN that participants will use to authenticate access when joining the meeting. Distribute
this PIN to all guests of the meeting.
Minimum participants to start Select the minimum number of participants that must attend the conference before it can start.
Options Select the following options:
● Require a Leader to start = when checked, the system requires a leader to start the
conference. If unchecked, the conference call will start when the first participant joins,
regardless of whether a leader is present.
● Prompt all participants for their name = when checked the system prompts users for their name
when they call in to the conference call.
● Announce participant arrivals/departures = when checked the system either beeps or
announces when a participant joins or leaves the conference.

4. Click Save.

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 Editing Conferences
There might be times when you need to edit conferences. For example, you might want to
change the leader or participant PIN.
1. From the Conferences page, either:
– Click a name

OR

Click a name or… …click this icon

Either step displays the Edit pop-up window. For example:

2. Complete the fields (see Table 5-1 on page 43).

3. Click Save.

Deleting Conferences
If you no longer need a conference, you can delete it from
the system.

2. Click Yes to delete the conference or No to retain it.

Click this icon

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Joining a Conference
There are several ways to join a conference.
● Phones in your system can dial a dedicated bridge via the extension of the bridge. An owned
bridge can be dialed by using the configured Direct Dial code.
● Set a Direct Inward Dial (DID) number to the bridge for inside and outside callers (see
“Working with Inventory “, on page 90).
● Participants can call into your main number, and then be transferred to the bridge, or the
bridge can be an option of the auto attendant.

When joining, the system prompts you for your password (either the leader or participant PIN,
depending on your role).

Viewing Conference Statistics

You can display historical information about your bridge.

Click this icon

A pop-up window shows statistics about the selected conference.

2. For more information about participants, click the hyperlink under the Participants
column.
3. When you finish viewing the information, click Close to close the pop-up window.

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 6. WORKING WITH AUTOMATED ATTENDANTS

Topics:
• Displaying the Auto Attendants Automated attendants (“auto attendants”) are
Page (page 43) automated greetings with options to route calls. The
VoiceLinQ Call Center Portal system has an auto
• Adding Auto Attendants (page attendant builder that gives you easy access to
43) change recordings and options anytime.
• Editing Auto Attendants (page The Auto Attendants list displays each auto
49) attendant. From the Auto Attendants List, you can
• Deleting Auto Attendants (page edit auto attendant settings and record the auto
50) attendant greeting.
• Auto Attendant Best Practices
(page 50)

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Displaying the Auto Attendants Page
All auto attendant tasks are performed from the Auto Attendants page. To display this page,
click the Auto Attendants icon on the menu bar:

Where to go from here: From the Auto Attendants page, you can:
● Add attendants. See “Adding Attendants” on page 41.
● Edit attendants. See “Editing Attendants” on page 45.
● Delete attendants. See “Deleting Attendants” on page 47.

Adding Auto Attendants

The following procedure describes how to add auto attendants.
1. From the Auto Attendants page, click the Add Attendant button. The Add an Auto
Attendant pop-up window appears.

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2. Complete the fields (see Table 6-1).

Table 6-1. Adding/Editing an Auto Attendant (Page 1)

Setting Description

Name Enter a name for this auto attendant. The name should allow you to differentiate
this auto attendant from other auto attendants you configured.
Extension Adding an auto attendant: select the extension used with this auto attendant.
Editing an auto attendant: read-only field that shows the extension.
Time Frame Select a time frame to which this answering rule will be applied. Choices shown
are the ones previously configured using the procedure under “Adding Time
Frames” on page 74.

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3. Click Continue. A page like the following appears.

4. Complete the fields (see Table 6-2).

Table 6-2. Adding/Editing an Auto Attendant (Page 2)

Setting Description

Auto Attendant Name This is the auto attendant name you entered on the previous page. Use this field
to change the name if desired.
Extension Read-only field that shows the extension associated with this auto attendant that
you entered on the previous page.
Intro Greetings
Click the icon to display the Manage Greetings pop-up window and play,
upload, record, or delete greetings. See “Recording Intro Greetings and Menu
Prompts” on page ).
Menu Prompt
Click in the text box or click the icon to upload or record a menu prompt (see
“Recording Intro Greetings and Menu Prompts” on page ).

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 Dial Pad Menu Routes calls to one of a variety of resources when a caller selects that option. Click
a number, and then select an application from the following pop-up:

● User = goes to a user (extension).

● Conference = goes to a conference bridge.

● Call Queue = goes to a call queue.

● Directory = goes to a dial by name directory.

● Voicemail = goes to a specific mailbox.

● Voicemail Management = allows outside staff to call in and retrieve voicemail.

● External Number = forwards to an external telephone number (for example, to

send caller to on-call staff).
● Play Message = commonly used for hours and directions.

● Repeat Prompt = replays the menu of options to the caller.

Add Tier = adds a submenu with a new greeting and set of options.
Options Click this button to open a pop-up window with the following options. Click Done
when finished.:
● Enable dial by extension = enable (check) or disable (uncheck) dial by
extension.
● If no key is pressed = sets the default action if no key is pressed.

● If unassigned key is pressed = sets the action if an unassigned key is pressed.

5. Click Save.

Recording Intro Greetings and Menu Prompts

Each auto attendant can have an optional introductory greeting that plays when a call is
directed to the auto attendant followed by the menu prompt. An example of an introductory
greeting might be:

"Thank you for calling Acme Corporation. You've reached us outside normal business
hours."
A menu prompt might be:

“Press 1 for sales, press 2 for marketing, or press 0 for operator assistance.”
Separating intro greetings from menu prompts allows you to change greetings for holidays or
night-time hours, for example, without re-recording the entire message.

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To record an intro greeting:

2. From this pop-up window:

– When you finish, click Add Greeting followed by Done.

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To record a menu prompt:

3. Complete the fields (see Table 6-3).

Table 6-3. Manage Audio Settings

Setting Description

Description Enter a name for this greeting. The name should allow you to differentiate this
greeting from other greetings you recorded.
New Greeting Select whether to upload or record a greeting. Greetings must be in MP3 or WAV
format. Choices are:
● Upload = use this option to upload a file for use as your greeting. Click the
Browse button. Navigate to the file, click the file, and click Open. Click Upload.
● Record = if you select this option, enter the number to call (either an extension
or a telephone number such as your cell phone) and click Call. Your phone
will be called. At the prompt, record the new greeting, and then press # when
you finish your recording.

4. Click Save in the Manage Audio pop-up window.

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 Editing Auto Attendants
There might be times when you need to edit auto attendants.
1. From the Auto Attendants page, either:
– Click a name

OR

Click a name or… icon …click this icon

Either step displays a pop-up window like the following.

2. Complete the fields (see Table 6-2 on page 43).

3. Click Save.

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Deleting Auto Attendants
If you no longer need an auto attendant, you can delete it from the system.

1. From the Auto Attendants page, hover over the auto attendant, and then click the icon
at the far right of the row. A confirmation prompt appears.
Click this icon
3. Click Yes to delete the auto attendant or No to retain it.

Auto Attendant Best Practices

When configuring your auto attendant, observe the following best practices:
❑ Consider your callers. Do they know with whom they want to talk or what function they
need (customer service, sales, and so on)? Taking your callers into account will help you
determine how to configure your auto attendant.
❑ If callers know with whom they want to talk, assist them by providing options such as:
– “Dial your party’s extension at any time.”
– “Press x for a dial by name directory.”
– “Press x for the first available person/general voicemail.”
– “Press 1 for Bob, 2 for Susan,” and so on. However, this approach does not scale well.
❑ If callers do not know a specific person but need a function, provide options such as:
– “Press x for a dial by name directory.”
– “For sales, press 1.”
– “For customer service, press 2.”
– “For accounting, press 3.”
Keep greetings brief. Do not flood callers with too much information (hours, directions, fax
numbers). Instead, place that information into a “play message” option.

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 7. WORKING WITH CALL QUEUES

Topics:
Call queues are a “waiting line” commonly used for
• Displaying the Call Queues support and sales groups. Callers receive music on
Page (page 52) hold while waiting for the next available agent.
• Adding Call Queues (page 53)
• Editing Call Queues (page 57)
• Deleting Call Queues (page
59)
• Adding Music on Hold Files
(page 59)
• Working with Agents (page 59)

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Displaying the Call Queues Page
All call queue tasks are performed from the Call Queues page. To display this page, click the
Call Queues icon on the menu bar:

Where to go from here: From the Call Queues page, you can:
● Add call queues. See “Adding Call Queues” on page 49.
● Edit call queues. See “Editing Call Queues” on page 54.
● Delete call queues. See “Deleting Call Queues” on page 56.
● Edit Music on Hold settings. See “Adding Music on Hold” on
page 56.
● Work with agents associated with call queues. See “Working
with Agents” on page 56.

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Adding Call Queues
To add call queues:
1. From the Call Queues page, click the Add Call Queue button. The Add a Call Queue pop-
up window appears, with the Basic tab displayed.

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2. Complete the fields (see Table 7-1).

Table 7-1. Adding/Editing Basic Call Queue Settings

Setting Description

Name Enter a name for this call queue. The name should allow you to differentiate this
call queue from other call queues you configured.
Extension Adding a call queue: Select an extension.
Editing a call queue: read-only field that shows the extension.
Type Determines how calls are distributed. Choices are:
● Round robin = routes callers to the agent that has been idle for the longest
period of time. Then complete the remaining fields in the window.
● Ring All = routes callers to all available agents at the same time. Then
complete the remaining fields in the window.
● Linear Hunt = routes callers to the available agents in a predefined order. The
order is defined when editing the queue’s agents (see “Working with Agents”
on page 57). Then complete the remaining fields in the window.
● Linear Cascade = routes callers to groups of available agents in a predefined
order. The order is defined when editing the queue’s agents (see “Working
with Agents” on page 57). Then complete the remaining fields in the window.
● Call Park = places callers on hold until the agent retrieves them. Go to step
4.
Phone Number Select the phone number
Record Calls Select whether calls will be recorded (Yes) or not recorded (No) for this call
queue.
Statistics Select whether statistics will be recorded (Yes) or not recorded (No) for this call
queue.
Message to Agent Enter the message that will be sent to the agent (for example, “Here's a call from
the emergency support queue.”)
You configure this setting after adding the call queue.

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3. For Type, if you clicked Park, click Save to complete this procedure. Otherwise, click
Next to display the Pre-Queue Options tab and proceed to the next step.

4. Complete the fields (see Table 7-2).

Page 56 of 101
 Table 7-2. Adding/Editing Pre-Queue Option Settings
Setting Description

Require agents Select whether to require (Yes) or not require (No) agents for this call queue.
Require Intro into MOH This setting forces playback of the complete intro MOH before dispatch. This is
useful for compliance greetings such as "Calls may be recorded,” and so on.
Select whether to require (Yes) or not require (No) the complete playback of the
Intro Music on Hold for this call queue.
Max Expected Wait Use the slider to specify the maximum expected wait time, in seconds. If the
estimated wait time exceeds this time, the call cannot queue.
Max Queue Length Use the slider to specify the maximum number of people that the system will
allow to wait in this call queue.
Allow Callback option This setting allows callers to record their number, hang up, keep their spot in
line, then get called when an agent is available. Select whether the callback
option is available (Yes) or not available (No) to users in this call queue.
Forward if unavailable This setting specifies where to forward if prequeue options will not allow
queueing (for example, expected wait is too high). Enter where the call forwards
if queueing is not available.

5. Click Next. The In Queue Options tab appears.

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 6. Complete the fields (see Table 7-3).

Table 7-3. Adding/Editing In-Queue Option Settings

Setting Description

Queue Ring Timeout Use the slider to specify the maximum number of seconds that the call remains
in the queue before timing-out. If Forward if Unanswered is enabled, the call is
handled according to the Forward if Unanswered setting. If Voicemail is enabled
and Forward if Unanswered is disabled, the system prompts the caller to stay in
the queue or go to voicemail.
Agent Ring Timeout Use the slider to specify the maximum number of seconds that the queue will
ring an agent before moving on to the next agent. This value should be less than
the Queue Ring Timeout value.
Logout agent on missed call Select whether an agent logs callers out of the queue (Yes) or does not log out
callers if an agent misses a call.
Forward if Unanswered Enter the extension, phone, or number where callers are forwarded if agents fail
to answer before the Queue Ring Timeout occurs
Voicemail Select whether callers will be (Yes) or will not be (No) given the option to leave
a voicemail if agents fail to answer when the Queue Ring Timeout occurs and
forward if unanswered is not set.

7. Click Add.

Editing Call Queues

There might be times when you need to edit Call Queues. For example, you might want to
change basic, pre-queue, or in-queue options.
1. From the Call Queues page, either:
– Click a name

OR

–
Click a name or… icon …click this icon

Page 58 of 101
 Either step displays the Edit pop-up window. For example:

2. Perform the procedure starting with step 2 under “Adding Call Queues” on page.

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Deleting Call Queues
If you no longer need a call queue, you can delete it from the system.

2. Click Yes to delete the call queue or No to retain it.

Click this icon

Adding Music on Hold to a Queue

The Call Queues page allows you to add Music on Hold for call queues.

2. Proceed to “Adding Music on Hold Files” on page.

Click this icon

Working with Agents

The Call Queues page allows you to add, edit, and delete agents for call queues.

Click this icon

Page 60 of 101
An Edit Agents pop-up window like the following appears.
2. To add an agent:
• Click the Add Agent button. The following settings
appear.

a. Complete the fields (see Table 7-4).

b. Click Save. The color-coded status of the new
agent is displayed:
– Green = available
– Gray = offline
– Red = on a call

Table 7-4. Adding/Editing Agent Settings

Setting Description

Agent Phone Select a phone of an agent to add to the queue.

Status Select whether the agent is ready to take calls (Online) or not active (Offline).
Wrap up time Use the slider to specify the amount of time the agent is allocated to complete
paperwork after finishing a call and before a new call is dispatched.
Max Simultaneous calls Use the slider to specify the maximum number of calls an agent can take at one
time. This will almost always be 1.
Order in Linear Hunt Sets the dispatch order. If a call is dispatching, it will go to the available agent
with the lowest order.
Queue priority for agent Sets weighting for an agent that is servicing multiple queues. If you have an
agent servicing two queues and both queues have a person waiting, for
example, the agent will get the call from the queue whose priority is highest
(lowest number).
Request Confirmation Enables or disables request confirmation. Choices are:
● Checked = requires the agent to confirm receiving the call.

● Not checked = agent does not confirm the call.

Auto Answer Enables or disables auto answer. Choices are:

● Checked = agent phone answers automatically (not all phones support this
feature).
● Not checked = agent phone does not answer automatically.

c. Click Done.
3. To edit agent settings:

Page 61 of 101
 b. Complete the fields (see Table 7-4 on page 60).
d. Click Save. The color-coded status of the new agent is displayed:
• Green = available
• Gray = offline
• Red = on a call
4. To delete an agent:

b. When a confirmation prompt appears, click Yes to delete the agent or No to retain it.
5. When you finish working within the pop-up window, click Done.

Page 62 of 101
 8. WORKING WITH TIME FRAMES

Topics:
Using time frames, you can tell the system about the
• Displaying the Time Frames times when your office is open, closed, or
Page (see page 63) celebrating a holiday.
• Working with Time Frames Time frames do not go into effect until you apply a
(page 64) time frame to an answering rule or auto attendant
greeting. When the time frames are applied, the first
• Adding Time Frames (page 66)
matching time frame becomes active.
• Editing Time Frames (see page
68)
• Deleting Time Frames (see
page 68)
• Viewing Begin and End Dates
(see page 69)

Page 63 of 101
Displaying the Time Frames Page
All time frame tasks are performed from the Time Frames page. To display this page, click
the Time Frames icon on the menu bar:

The following figure shows an example of the Time Frames page.

A search field at the top-left of the page allows you to review a specific user's personal time
frames by entering a user time frame, and then clicking the magnifying glass icon:

Where to go from here: From the Time Frames page, you can:
● Add time frame. See “Adding Time Frames” on page 65.
● Edit time frames. See “Editing Time Frames” on page 68.
● Delete time frames. See “Deleting Time Frames” on page
68.
● See begin and end dates for a time frame. See “Viewing
Begin and End Dates” on page 69.

Page 64 of 101
Working with Time Frames
When you create a new time frame, you assign a unique name to it and then specify one of
the following times associated with the time frame:
● Always = time frame applies to all hours of every day (24/7/365).
● Days of the week and times = commonly used to define office open hours such as Monday-
Friday 9am – 5pm. Each day has its own check box. Check the days to which the time frame
will be applied, and then use slide bars to define the time ranges for each checked day.
● Specific dates or range = commonly used to define holidays or other special events such
as New Year’s or a training closure. Use pop-up calendars to select the To and From dates
when the time range will apply.

Page 65 of 101
 When you check a check box, a blue control bar covers the times 9AM to 5PM for that
day. Drag this control to change the time according to your requirements. If you need to
add more ranges for a day, click the following icon to the right of the time range:

● Specific dates or ranges = allows you to specify a time range for the time frame by
selecting starting and ending dates from a pop-up calendar.

The following example shows a time frame called Open Hours, which covers 9AM to 5PM
hours for the days Monday through Friday.

Page 66 of 101
This time frame might be used with another time frame called Holiday, which covers holiday
periods. You might even create a time frame called Closed Hours (default already exists),
which would be an “Always” rule, but would not always be active since it can be set for lower
priority than Holiday or Open Hours.

Adding Time Frames

To add time frames:
1. From the Time Frames page, click the Add Time Frame button. The Add a Timeframe
pop-up window appears.

2. Complete the fields (see Table 8-1).

Table 8-1. Adding/Editing Time Frame Settings

Setting Description

Name Adding a time frame: Enter a name for this time frame. The name should allow
you to differentiate this time frame from other time frames you configured.
Editing a time frame: read-only field that shows the name of the time frame.
When Select when the time frame will be applied. Choices are:
● Always = time frame is applied to all days and times.

● Days of the week and times = use the controls in Figure 8-1 to check the
days when the time frame applies, and then use the slider controls to select
the hours for that date when the time frame applies.
● Specific dates or ranges = use the controls in Figure 8-2 to select the dates
or range to which the time frame applies.

Page 67 of 101
 Figure 8-1. Configuring Days of the Week

Figure 8-2. Configuring Specific Dates or Ranges

3. Click Save.

Page 68 of 101
 Editing Time Frames
There might be times when you need to edit time frames. For example, you might want to
change when they occur.
1. From the Time Frames page, either:
– Click a name

OR

Click a name or… …click this icon

icon

Either step displays the Edit pop-up window. For example:

2. Complete the fields (see Table 8-1 on page 67).

3. Click Save.

Deleting Time Frames

If you no longer need a time frame, you can delete it from the system.

2. Click Yes to delete the time frame or No to retain it.

Click this icon

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Viewing Begin and End Dates
To view the begin and end dates for a time frame:
1. From the Time Frames page, hover over the description. A pop-up window like the
following shows the begin and end dates for the time frame.

Hover over a …to see the begin

description… and end dates

Page 70 of 101
 9. WORKING WITH MUSIC ON HOLD

Topics: The system has a Music on Hold feature that plays

when callers are on hold or waiting in queue. You
• Displaying the Music on Hold can precede the first file with an optional introductory
Page (page 71) greeting.
• Adding Music on Hold (page
71)
• Changing the Order of Music
on Hold Files (page 73)
• Editing Music on Hold Files
(page 74)
• Deleting Music on Hold Files
(page 74)
• Adjusting Music on Hold
Settings (page 75)

Page 71 of 101
Displaying the Music on Hold Page
All Music on Hold tasks are performed from the Music on Hold page. To display this page,
click the Music on Hold icon on the menu bar:

The following figure shows an example of the Music on Hold page.

A search field at the top-left of the page allows you to view the MOH files for a specific user
by entering a file name, and then clicking the magnifying glass icon:

Adding Music on Hold Files

The following procedure describes how to add files. Only properly licensed music files can
be used with the Music on Hold feature.
Where to go from here: From the Music on Hold page, you can:
● Add files. See “Adding Music on Hold” on page 71.
● Change the order of files. See “Changing the Order of
Music on Hold Files” on page 73.
● Edit files. See “Editing Music on Hold Files” on page 74.
● Delete files. See “Deleting Music on Hold Files” on page
74.
● Adjust Music on Hold settings. See “Adjusting Music on
Hold Settings” on page 75.

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1. From the Music on Hold page, click the Add Music button. The Add Music pop-up window
appears.

2. Complete the fields (see Table 9-1).

Table 9-1. Adding/Editing Music on Hold

Setting Description

Browse Adding a Music on Hold file: Use this button to upload a file in MP3 or WAV
format. Click the Browse button. Navigate to the music file, click the file, and
click Open.
Editing a Music on Hold file: this field does not appear.
Song Name Enter a name for this file.

3. Click Upload.

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Changing the Order of Music on Hold Files
Music On Hold files play according to the order in which they appear in the Music on Hold
page, starting with the top file on the page, if the randomization setting is not selected. To
change the order in which files are played:
1. On the left side of the Music on Hold page, hover the mouse over the up/down arrows for
the file you want to move (the pointer changes to a 4-headed arrow).

Pointer is
hovering here

2. Hold down your mouse button, drag the file to the desired location, and then release the
mouse button. A message tells you that the file has been reprioritized and prompts you to
click Save.

Message that the file

has been reprioritized

3. Click Save.

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Editing Music on Hold Files
There might be times when you need to edit the name of a Music on Hold file.
1. From the Music on Hold page, either:
– Click a file name

OR

Click a file name or… …click this icon

icon

Either step displays the Edit Music pop-up window. For example:

2. Complete the field (see Table 9-1 on page 73).

3. Click Save.

Deleting Music on Hold Files

If you no longer need a Music on Hold file, you can delete it from the system.

2. Click Yes to delete the file or No to retain it.

Click this icon

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Adjusting Music on Hold Settings
To adjust Music on Hold settings:
1. From the Music on Hold page, click the Settings button. A Music on Hold Settings pop-up
window like the following shows the begin and end dates for the time frame.

2. Complete the fields (see Table 9-2).

Page 76 of 101
 Table 9-2. Music On Hold Settings
Setting Description

Enable Music on Hold Enable (check) or disable (uncheck) the Music on Hold feature.
Randomize Music on Hold Play Music on Hold files in a random order (check) or according to their order on
the Music on Hold page (uncheck).
Play introductory greeting Play (check) or do not play (uncheck) an introductory greeting before playing the
first Music on Hold file. If you check this check box, the New Greeting and
Greeting Name fields appear for uploading or recording a greeting. Greetings
must be in MP3 or WAV format:
To upload a greeting file:
1. Next to New Greeting, click Upload.
2. Use the Browse button to select the file.
3. In the Greeting Name field, enter a name for the greeting.
4. Click Save.
To record a greeting:
1. Next to New Greeting, click Record.
2. In the Call me at field, enter the number to call (either an extension or a
telephone number such as your cell phone).
3. In the Greeting Name field, enter a name for the greeting.
4. Click Call. Your phone will be called. At the prompt, record the new
greeting, and then press # when you finish your recording.

3. Click Save.

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 10. WORKING WITH INVENTORY

Topics: The Inventory page allows you to manage your

phone numbers and phone hardware.
• Displaying the Inventory Page
(see page 78)
• Managing Phone Numbers (see
page 79)
• Managing Phone Hardware
(see page 82)

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Displaying the Inventory Page
All inventory tasks are performed from the Inventory page. To display this page, click the
Inventory icon on the menu bar:

The following figure shows an example of the Inventory page. The page has two tabs:
● Phone Numbers allows you to filter, edit, and export phone numbers.
● Phone Hardware allows you to filter, add, edit, and export information about phone
hardware.

Where to go from here: From the Inventory, you can:

● Manage phone numbers. See “Managing Phone Numbers”
on page 79.
● Manage phone hardware. See “Managing Phone
Hardware” on page 82.

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Managing Phone Numbers
The Phone Numbers tab allows you to filter, edit, and export phone numbers.

Filtering Phone Numbers

Using the Filter button, you can filter phone numbers and view only the numbers of interest
to you.
1. From the Phone Numbers tab, click the Filters button. The Phone Number Filters pop-
up window appears.
2. Complete the fields (see Table 10-1).
3. Click Set Filters. The Phone Numbers tab shows only the phone numbers that match
your criteria. If no phone numbers match your criteria, a message informs you that there
are no matches to your filter.

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 Table 10-1 Phone Number Filter Settings
Setting Description

Phone number Enter all or part of the phone numbers you want to view.
Treatment Select a treatment for the phone numbers you want to view. Choices are:
● Available Number = an unassigned telephone number.

● User = routes to a user specified.

● Conference = routes to a conference bridge specified.

● Call Queue = routes to a specified call queue.

● Voicemail = routes to the specified user’s voicemail box.

● SIP Trunk = routes to a specified SIP trunk.

● Auto Attendant = routes to a specified auto attendant.

Destination Enter the name or extension of the phone destination.

Notes Enter optional notes about this phone number.

Editing Phone Numbers

To edit phone numbers:
1. From the Phone Numbers tab, either:
– Click a phone number

OR

Click a phone number or… …click this icon

icon

Either step displays the Edit pop-up window. For example:

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2. Complete the field (see Table 9-1 on page 73).
3. Click Save.

Setting Description

Treatment Select a treatment for the phone numbers you want to view. Choices are:
● Available number = an unassigned telephone number.

● User = routes to a specified user.

● Fax = routes to a fax number.

● Conference = routes to a conference bridge specified.

● Call queue = routes to a specified call queue.

● Voicemail = routes to the specified user’s voicemail box.

● Auto Attendant = routes to a specified auto attendant.

Notes Enter optional notes about this phone number.

Caller ID Prefix Enter a prefix to the caller ID for this phone number. Range: up to 64
alphanumeric characters.

Exporting Phone Numbers

You can export phone numbers in CSV format, and then open the phone numbers in Microsoft
Excel for further manipulation.
1. From the Phone Numbers tab, click the Export button.
2. When prompted, click Save.

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Managing Phone Hardware
The Phone Hardware tab allows you to filter, add, edit, and export information about the
phone hardware in your system.

Filtering Phone Hardware

Using the Filter button, you can filter phone hardware and view only the phones of interest to
you.
1. From the Phone Hardware tab, click the Filters button. The Phone Hardware Filters pop-
up window appears.

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2. Complete the fields (see Table 10-2).
3. Click Set Filters. The Phone Hardware tab shows only the phones that match your
criteria. If no phones match your criteria, a message informs you that there are no matches
to your filter.

Table 10-2 Phone Filter Settings

Setting Description

MAC Address Enter all or part of the MAC address of the phones you want to view.
Make and Model Select the make and model of the phones you want to view,
Notes Enter optional notes about this phone filter.

Adding Phones
To add phones:
1. From the Phone Hardware tab, click the Add Phone button. The Add Phone pop-up
window appears, with the Basic tab displayed.

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2. Complete the fields in the Basic tab (see Table 10-3). The fields that appear are based
on the make and model of the telephone selected.
3. Click Advanced, and then complete the fields in the tab (see Table 10-4). The fields that
appear are based on the make and model of the telephone selected.

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4. Click Save.

Table 10-3 Basic Phone Settings

Setting Description

Model Adding a phone: enter the telephone’s make and model. The remaining fields
that appear in this window depend on the make and model selected.
Editing a phone: read-only field that shows the phone model.
MAC Address Adding a phone: enter the telephone’s MAC address.
Editing a phone: read-only field that shows the phone’s MAC address.
Line If your phone make and model have one or more lines, enter them in these fields.
The lines available for selection appear if the Add Phone Extension check box
is checked when adding a user (see Table 4-1 on page ).
Notes Enter optional notes about this phone.

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 Table 10-4 Advanced Phone Settings
Setting Description

Directory If this setting is available for your make and model of phone, select a directory
for this phone.
Preferred Server If this setting is available for your make and model of phone, select the preferred
server you want to associate with this phone.
Transport Method Select a transport method for the phone. Choices are:
● UDP

● TCP

● TLS

Editing Phones
To edit phones:
1. From the Phone Hardware tab, either:
– Click a MAC address

OR

Click a MAC address or… …click this icon

Either step displays the Edit pop-up window. For example:

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2. Complete the fields in the Basic and Advanced tabs (see Table 10-3 on page 86 and
Table 10-4 on page 87).
3. Click Save.

Exporting Phone Hardware Information

You can export phone hardware information in CSV format, and then open the information in
Microsoft Excel for further manipulation.
1. From the Phone Hardware tab, click the Export button.
3. When prompted, click Save.

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 11. VIEWING CALL HISTORY

Topics: Call history allows you to review, filter, and export

call logs for greater analysis.
• Displaying the Call History
Page (see page 89)
• Filtering Call History (see page
90)
• Exporting Call History (see
page 91)

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Displaying the Call History Page
All call history tasks are performed from the Call History page. To display this page, click the
Call History icon on the menu bar:

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Filtering Call History
Using the Filter button, you can filter your call history and view only the events of interest to
you.
1. From the Call History page, click the Filters button. The Call History Filters pop-up window
appears.

2. Complete the fields (see Table 11-1).

3. Click Set Filters. The Call History page shows only the events that match your criteria. If
no events match your criteria, a message informs you that there are no matches to your
filter.

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 Table 11-1 Call History Filter Settings
Setting Description

Date Range Select the From and To dates for the events you want to view. The maximum
From-To range is 31 days.
User Enter the name or extension you want to view.
Caller Number Enter the caller number you want to view.
Dialed Number Enter the dialed number you want to view.
Call Type Enter the type of call you want to view. Choices are:
● Inbound

● Outbound

● Missed

Exporting Call History

You can export the call history in CSV format, and then open the information in Microsoft
Excel for further manipulation.
1. From the Call History page, click the Export button.
2. When prompted, click Save.

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 12. TAKING A PHONE HOME

Topics:
Depending on your office’s network configuration,
• Installing a Phone at Home you may be able to use your phone at home.
(page 93)
• Troubleshooting a Remote
Phone (page 93)

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Installing a Phone at Home
To install the phone at home, you need an Ethernet cable and an AC power supply.
1. Plug either end of the Ethernet cable into the phone’s LAN jack.
2. Connect the other end of the cable to your home router or switch.
3. Connect the supplied the AC adapter to the phone and to a working AC outlet. The phone
is now ready for use.

Note: Your provider cannot guarantee call quality or reliability with phones not on the
provider’s data network. In addition, E911 services might not work properly when removing
a phone from the office.

Troubleshooting a Remote Phone

In the unlikely event you encounter a problem using the phone at home, consider the following
troubleshooting suggestions.

Problem Corrective Action

Phone can make a call but lacks audio or cannot There might be a problem with your home network. Ensure that your network
receive calls. does not have double Network Address Translation (NAT), or SIP Application
Layer Gateway (ALG) disabled on the router. Your provider cannot reconfigure
home network; however, your provider will provide technical assistance to your
IT staff or vendor.

Your home router is in a different room from the Consider using a Home Plug Powerline solution. Your provider does not
phone, and Ethernet wiring isn’t available between provide or support Home Plug systems, but such solutions are available from
the rooms. office supply and electronics stores.
Phone does not work at all. Contact your provider for technical support. Before calling, have the phone’s
MAC address ready.
Phone can make and receive calls but call quality or ● For connecting your phone/softphone, use Ethernet instead of Wi-Fi.
reliability is poor.
● Check the quality of your internet connection at
http://myspeed.visualware.com. If your Mean Opinion Score (MOS) is below
4, your Internet connection lacks the speed or quality to support an IP
phone.
● Your router may be able to prioritize SIP (IP Phone) traffic. Have your IT
staff or vendor configure the Quality of Service on your router.
Your provider cannot guarantee call quality or reliability with phones not on the
provider’s data network.

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Appendix A. GLOSSARY

Term Definition

Application Layer Gateway A router component that theoretically helps with NAT traversal. In reality, phones can traverse NAT,
so ALGs should be disabled.
Answering rule A rule that specifies how to handle calls for a time frame.
Auto attendant A feature that transfers calls to the appropriate destination (an extension, voice mail, or recording, for
example) without human intervention, by prompting callers to press buttons on their phone keypads.
Call forwarding A VoiceLinQ Call Center Portal feature that allows you to forward or redirect incoming calls to an
alternate number.
Call queue A call queue allows you to put callers in a waiting line until a person (a.k.a. agent) is available to help
them. While in queued callers will listen to Music on Hold and, depending on the configuration, may
have options to leave the queue.
Call screening Prompts callers to say their name, and then lets you screen the call before accepting it.
Conference bridge Allows a group of people to participate in the same phone call by dialing in using their own phone.
Dial-by-name directory An auto attendant feature that allows callers to contact employees by knowing their name. The
directory is set up by your company and can include the first or last name of all employees. When the
caller specifies the first or last name of a person they are trying to reach, the directory confirms the
name and connects the caller to that person automatically.
Dialing permission Defines the types of calls a user can and cannot make. For example, a dialing permission might prevent
a user from dialing international calls.
Direct Inward Dial A service where each user can have a dedicated phone number to reach them, bypassing the auto
attendant or receptionist.
Do Not Disturb The ability of the VoiceLinQ Call Center Portal phone to ignore any incoming calls.
E911 Enhanced 911. A system used in North America that provides emergency service on cellular and
Internet voice calls.
Ethernet A family of networking technologies for LANs.
Extension A numerical way to dial a user on your system from a phone (e.g., Bob Smith is extension 111).
Handset A device that a user holds to the ear to hear the audio sound through a phone. Handsets usually
include the phone's transmitter (microphone), which is positioned close to the mouth. A handset is also
sometimes used to refer to the entire phone.
IP phone A telephone handset designed for a VoIP phone system. Instead of being connected to traditional
phone lines, IP phones have ports to connect to a LAN.
LAN Local-area network. A group of computers and other devices that share a common communications
line. These devices often share a server and are located within a small geographic area.
Log A file that records events that occur in the VoiceLinQ Call Center Portal system.
MAC address Media Access Control address. A unique identifier assigned to network interfaces for communications
on the physical network.
Mean Opinion Score A test that used in telephony networks to estimate the human user's view of the quality of the network.
Music on Hold Music or announcements that callers listen to while on hold.
Network Address Translation Converts your private LAN IP address to a public IP address, allowing traffic to go out to the Internet
and route back to the correct device on your LAN.
Offnet Off-network calls. Calls placed to a network other than your network.

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PBX Private Branch Exchange. Also known as a phone system. A PBX provides an expanded range of
voice services such as phone extensions; call forwarding, paging, voicemail for each user.
Server A computer that is dedicated to a particular purpose. Typically, a server provides information to client
computers upon request. For example, a voicemail server manages all voicemail-related functions,
and client computers access that server to retrieve or send voicemail.
Simultaneous ring Allows multiple phones to ring at the same time. For example, you can configure the system so that
when someone calls an office number, a desk phone and a mobile phone can ring simultaneously.
SIP Session Initiation Protocol. The standard protocol for Voice Over IP communications. For example,
when making a call from one extension to another on a VoIP phone system, SIP sets up the call and
creates the connection between the two extensions.
Softphone IP telephony software that allows users to send and receive calls from non-dedicated hardware, such
as a PC or Smartphone. It is typically used with a headset and microphone.
Time frame In the VoiceLinQ Call Center Portal system, a configuration that is applied to a specific period of time,
such as a holiday. A time frame does not go into effect until you apply it to an answering rule or auto
attendant greeting. When the time frames are applied, the first matching time frame becomes active.
Trunk A communications channel between two points.
Uniform Resource Locator The address of a specific site on the Internet. A URL cannot have spaces or certain other characters
and uses forward slashes to denote different directories. For example, http://web.mit.edu/.
Voicemail A feature that allows callers to deliver voice information using an ordinary telephone and allows the
system to process those transactions.
Wi-Fi A popular wireless networking technology that uses radio waves to provide wireless high-speed
Internet and network connections.

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INDEX
A
Active calls, 14
Adding
answering rules, 26
auto attendants, 50
call queues, 61
conferences, 42
Music on Hold, 67
Music On Hold files, 86
phones, 97
time frames, 79
users, 19
Adjusting Music on Hold settings, 89
Agents, 68
Allowing calls, 25
Answering rules
adding, 26
changing, 28
configuring, 24
deleting, 31
editing, 30
Associating phones with a user, 36
Auto attendants
adding, 50
best practices, 57
deleting, 57
editing, 55
recording intro greetings, 52
recording menu prompts, 52

B
Best practices, auto attendant, 57
Blocking
callers, 13
calls, 25

C
Call forwarding, 13
Call graphs, 15
Call history
exporting, 105
filtering, 104
Call History page, 103
Call queues
adding, 61
agents, 68
deleting, 67
editing, 65
Call Queues page, 60
Callers, blocking, 13
Calls, active, 14
Calls, allowing or blocking, 25
Changing
answering rules, 28
open hours, 12

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 order of Music on Hold files, 87
Conferences
adding, 42
deleting, 46
editing, 44
joining, 46
statistics, 47
Conferences page, 41, 49
Configuring
phones, 35
user answering rules, 24
user profiles, 22
user voice mail, 31
Conventions in this document, v

D
Deleting
answering rules, 31
auto attendants, 57
call queues, 67
conferences, 46
Music On Hold files, 89
phones, 38
time frames, 82
users, 39
Displaying
Call History page, 103
Call Queues page, 60
Conferences page, 41, 49
Inventory page, 92
Music On Hold page, 84
Time Frames page, 74
User’s page, 17
Document conventions, v

E
Editing
answering rules, 30
auto attendants, 55
call queues, 65
conferences, 44
Music On Hold files, 88
phone numbers, 94
phones, 37, 100
time frames, 81
users, 21
Employees, replacing, 11
Exporting
call history, 105
phone hardware information, 101
phone numbers, 95

F
Filtering
call history, 104
phone hardware, 96
phone numbers, 93

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G
Glossary, 108
Graphs, 15

H
Holidays, 12
Hours, changing, 12

I
Importing users, 38
Installing a phone at home, 107
Intro greetings, recording, 52
Inventory page, 92

J
Joining a conference, 46

L
Logging in to the Web Portal, 7

M
Menu prompts, recording, 52
Moving a phone, 11
Music on Hold
adding, 67
Music On Hold
adding files, 86
changing file order, 87
deleting files, 89
editing files, 88
page, 84
settings, 89

O
Open hours, 12

P
Password reset, 11
Phone
installing at home, 107
troubleshooting, 107
Phone numbers
editing, 94
exporting, 95
filtering, 93
Phone, moving, 11
Phones
adding, 97
associating with a user, 36
configuring, 35

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 deleting, 38
editing, 37, 100
exporting hardware information, 101
filtering, 96

R
Recording
intro greetings, 52
menu prompts, 52
Replacing employees, 11
Resetting a password, 11

S
Setting
call forwarding, 13
new holidays, 12
Statistics
conference, 47
panel, 15

T
Time frames
adding, 79
deleting, 82
editing, 81
viewing begin and end dates, 82
Time Frames page, 74
Troubleshooting a remote phone, 107

U
User profiles, configuring, 22
Users
adding, 19
deleting, 39
editing, 21
importing, 38
User’s page, 17

V
Viewing begin and end dates, 82
Voice mail, configuring, 31

W
Web portal log in, 7

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 VoiceLinQ
Phone: (800) 803-1535
www.VoiceLinQ.com

VoiceLinQ has made a good faith effort to ensure the accuracy of the information in this document and
disclaims the implied warranties of merchantability and fitness for a particular purpose and makes no
express warranties, except as may be stated in its written agreement with and for its customers.
VoiceLinQ shall not be held liable to anyone for any indirect, special, or consequential damages due to
omissions or errors. The information and specifications in this document are subject to change without
notice.

Copyright © 2018. All Rights Reserved.

All trademarks and registered trademarks are the property of their respective owners.

VoiceLinQ Call Center Portal Administrator's Guide

October 2021
Document version: Version 1.5

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