Post Training Guide – Administrator

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Accessing the Admin Portal

The Hosted UC Portal can be found at: https://portal.hosted-uc.com/app/#!/

Login by entering your Username and Password, then click login. As a group administrator, when you log in to the admin portal, you will land on the group dashboard page. In the middle of the dashboard page, you’ll find quick access links to some of the most frequently used areas of the admin portal, including the following:

  • Numbers and Devices - Here you have a quick view of the numbers and devices assigned to your group.
  • Reports - Quickly access reports for your auto attendant, call center, users, and more.
  • Group Services - Click any of the group services to go straight to that area of the admin portal to make any necessary modifications.
  • Management - Here is where you can quickly access things like your admin list, business directory, schedules, and more.
  • Users - On the user's area of the dashboard, you have a list of all of the users assigned to this group. You can search at the top and/or scroll through the list at the bottom. You can also quickly add new users or modify user bulk user features by clicking the icons in the top right corner.
  • Bulk Features - Here is where you can access the bulk calling features assigned to the users within your group. By clicking one of these features from this menu, you can go directly to that feature and make any necessary modifications and apply it to multiple users.

Set Up and Configure Your Business Operating Schedules

Schedules are used to support group services (e.g. auto attendants and call queues). A schedule establishes a set of time slots in which a feature can execute specific behavior. They are used to route incoming calls based on the day of the week and/or time of day.

Create Your Office Hours Schedule
  1. From the group dashboard, select Business Schedules from the left-hand menu.
  2. To add a new schedule, select the Plus icon.
  3. Enter the Name for the schedule, for example, Daytime Hours.
  4. Select the Type from the drop-down menu - Time or Holiday.
  5. Select Save.

Once created, you can add Events. Events represent days of the week and times of the day.

  1. Under Events, select the Plus icon.
  2. Enter the Event Name. This is typically the day of the week for the event.
  3. If this is an all-day event, check All Day Event.
  4. Enter the start and end times. start date and end date.
  5. Under Repeats, select the recurrence pattern for this event. For example, you might select Never if this is for a time schedule to route calls for a special meeting. Or, you might select Yearly for a recurring holiday.
  6. Under Ends, select when the recurrence will end, if applicable.
  7. Select Save.
Modify Your Office Hours

Administrators will need to update schedules as office hours change or holidays observances are modified.

  1. From the schedules page, select the schedule you would like to modify.
  2. Select the Settings icon in the upper, right-hand corner to change the schedule name or to delete the entire schedule.
  3. To modify a schedule's specific event, select the event you would like to change to expand the Edit Event window. Make any necessary changes.
  4. Select Save.
Set Up and Configure Your Holiday Hours

As an administrator, you can create a Holiday Schedule for any holidays that your business is closed. Once the Holiday Schedule is applied, the system will send calls to your holiday hours treatment for any days within your Holiday Schedule. To create a Holiday Schedule, follow these steps:

  1. From the group dashboard, select Business Schedules from the left-hand menu.
  2. To add a new schedule, select the Plus icon.
  3. Enter the Name for the schedule, for example, Daytime Hours.
  4. Select the Type from the drop-down menu - Time or Holiday.
  5. Select Save.

Once created, you can add Events. Events represent days of the week and times of the day.

  1. Under Events, select the Plus icon.
  2. Enter the Event Name. This is typically the day of the week for the event.
  3. If this is an all-day event, check All Day Event.
  4. Enter the start and end times. start date and end date.
  5. Under Repeats, select the recurrence pattern for this event. For example, you might select Never if this is for a time schedule to route calls for a special meeting. Or, you might select Yearly for a recurring holiday.
  6. Under Ends, select when the recurrence will end, if applicable.

Reset a User’s Portal Password or Voicemail Passcode

As an administrator, you can reset a user’s software (web portal) password and/or their voice portal passcode within the user’s profile in the admin portal.
To do so, follow these steps:

  1. From the group dashboard, you can search and select a user under Users.
  2. Reset Password.
  3. Select the user you would like to modify. The user’s settings appear.
  4. Scroll down to the Password section of the user’s profile.
  5. To reset the user’s Software Password for web portal access, select the Lock icon.
  6. Reset Password.
  7. Enter the new password and confirm by re-entering the new password.
  8. Select Save.

Set Up and Configure Your Auto Attendant

The Auto Attendant is used to route calls to various destinations, employees within your company, specific groups of employees, voicemail, or other outside numbers – without the assistance of an operator or receptionist. They also provide callers with your company Greeting and Dialing Menu options.

An auto-attendant has two modes - one for business hours and one for after hours. Each mode allows you to set up options for keys 1 through 9, pound (#), and star (*) to present callers with different choices from which to select.

Recording Custom Auto Attendant Greetings

Auto Attendant Greetings are the dialing options callers hear when they reach your Auto Attendant. For example: “Press 1 for Sales, 2 for Customer Service.” There are two options to use for greeting:

  1. Default Greeting
  2. Upload a WAV file to the portal

Note: All Auto Attendants require you to record an Auto Attendant greeting, please take notice of the following items:

  1.  It is critical to record or upload them prior to going live with your CBTS service. If this is not done, callers will receive a default greeting and could potentially think they have a wrong number or that you are no longer in business.
  2. It is also critical that when recording the greetings that they match exactly what was designed while designing the call flow with the Hosted Voice design team.

Here are a couple of sample greetings to get you started depending on your AA settings:

  • Business Hours Greeting
    Thank you for calling “ABC Company”, we are currently assisting other callers but your call is important to us. You may reach your desired party directly by dialing their extension at any time. For all other calls, please dial “0” or remain on the line. And thank you again for calling.
  • After Hours Greeting
    Thank you for calling “ABC Company”. We are currently closed. Normal hours of operation are Monday through Friday from 8:30 am to 5 pm EST. You may leave a message for your desired party by dialing their extension at any time. To leave a general message, which will be returned when we reopen, please dial 0 or remain on the line. And again, thank you for calling.

Once your custom greetings are recorded you can select them as an option to assign to your Auto Attendant Business Hours, After Hours, and/or Holiday Hours when setting up your auto-attendant.

To do so, follow these steps:

  1. From the group dashboard, select Auto Attendant under Group Services.
  2. A list of the auto attendants assigned to this group/location is displayed. Select the auto attendant you would like to modify.

    After Hours/Business Hours Audio:

  3. Select the Settings icon to modify the announcement type.
  4. Then select Personal.
  5. Select Create Announcement.
  6. Proceed to upload your personal custom greeting to the portal.
  7. Select Save to save your changes.
  8. Select Save to save your changes.
Set Up and Configure your Auto Attendant

Administrators can set up and modify auto attendants within the admin portal. To view and modify an auto attendant, follow these steps:

  1. From the group dashboard, select Auto Attendant under Group Services.
  2. A list of the auto attendants assigned to this group/location is displayed. Select the auto attendant you would like to modify.
  3. This will bring you to the auto-attendant menu where the left-hand navigation refers to the settings available to modify for this auto attendant.
  4. The After Hours Menu and Business Hours Menu is where you can modify the announcements and dialing menu options for both after-hours and business hours.
    1. After Hours/Business Hours Audio:
      1. Select the Settings icon to modify the announcement type.
      2. Then select either Default or Personal. If you select Personal, upload your custom audio.
      3. Select Save to save your changes.
    2. After Hours Menu Keys:
      1. You can modify existing menu key options or create a new menu key option. To edit an existing menu key, click to open the edit window. To create a new menu key, select the Plus icon.Select the Key to assign and the Action from the drop-down menu. Options include
        1. Transfer With Prompt - Callers are sent to a pre-configured user extension or outside number. As soon as the caller chooses this option, a prompt will play a message before the transfer is placed. If transferring to an extension, it will include the user’s name as recorded in the voicemail box.
        2. Transfer Without Prompt - Callers are sent to a pre-configured user extension or outside number. This option will route the caller as soon as it is selected.
        3. Transfer To Operator - This will redirect callers to a configured operator, who will either receive calls when that option is selected or receive all calls that “time out” when a caller does not choose an option from the Auto Attendant.
        4. Name Dialing - This action permits callers to dial by recipient name, using the letters on the Keypad.
        5. Extension Dialing - This action lets callers dial by recipient extension, using the numbers on the Keypad.
        6. Transfer To Mailbox - If selected, this action will transfer to the mailbox.
        7. Play Announcement - If selected, this action will play the announcement file chosen.
        8. Repeat Menu - If selected, this action will repeat the announcement and menu options.
        9. Exit - This action allows callers to exit the menu system. This will terminate the call.
      2. Enter an appropriate description and select Save to save your changes.
  5. The Settings tab in the left-hand menu is where you can view the auto attendant settings details, including the schedule assignments. Select the Settings icon to modify.
    1. Here you can modify the following settings:
      1. Transfer to Operator Timeout Seconds - Set the number of seconds before the call is transferred to the operator. Default is 10 seconds.
      2. Extension Dialing - Choose where the extensions are pulled from for the extension dialing menu -- Group, Department or Enterprise.
      3. Name Dialing - Choose where the names are pulled from for the dial-by-name dialing menu -- Group, Department or Enterprise.
      4. Dialing Entries - Choose how the name dialing entries are received.
      5. Business Schedule - Choose the auto attendant schedule for business hours.
      6. Holiday Schedule - Choose the auto attendant schedule for holidays, if applicable.
  6. Click Save to finalize your changes.

Set Up and Configure Your Hunt Group

A hunt group is used to ring a specific group of users in a predetermined pattern within or across locations when a call is made to the phone number assigned to the hunt group. As business needs change, the admin can adjust the hunt group settings.

  • Hunt Group Name and how it displays on the members’ of the Hunt Groups phones
  • Settings for Ring Pattern, Call Forwarding and Not Reachable scenarios
  • Assignment of users to the Hunt Group
Modify the Hunt Group Name

Administrators can set up and modify hunt groups within the admin portal. To view and modify a hunt group, follow these steps:

  1. From the group dashboard, select Hunt Group under Group Services.
  2. A list of the hunt groups assigned to this group/location are displayed.
  3. Select the hunt group you would like to modify. This will bring you to the hunt group menu where the left-hand navigation refers to the settings available to modify:
    1. Agents
      The Agents tab displays the agents assigned to this hunt group. To edit the assigned agents, select the Agents icon in the upper, right-hand corner.
      1. Here you can see the Available and Selected agents. To assign/unassign an agent, simply click the agent’s name/contact information and the agent will move to the other list.
      2. Use the arrows next to each agent in the Selected column to adjust the order in which the agents will ring, depending on the routing assigned.
      3. Select Save to save your changes.
    2. Settings
      The Settings tab in the left-hand menu is where you can view the hunt group setting details, including the schedule assignments. Select the Settings icon to modify. Here you can modify the following: General Settings, No Answer Settings, Not Reachable Settings, and Calling Line ID Settings.
      1. General Settings
        1. Under the General Settings, you can enable/disable the following:
          1. Allow Call Waiting on Agents
          2. Allow Members to Control Busy
          3. Enable Group Busy
        2. Next, choose the Group Policy. This is how calls will ring into the agents assigned. Options include:
          1. Circular - Choose this option to ring the phones one at a time, always ringing the agents in the same order.
          2. Regular - Select this option to ring phones one at a time always starting with the agent configured at the top of the Selected list of assigned agents, followed by the agents listed beneath, in sequential order.
          3. Simultaneous - Rings all assigned agents at once.
          4. Uniform - Select this option to ring the agent in the group who has been idle the longest.
          5. Weighted - Select this option to direct a certain percentage of calls to individual hunt group agents. Note: Users assigned a 0% weight will only receive calls if all other users are busy.
        3. No Answer Settings
          1. Check the box next to Skip To No Answer to enable this setting. Then select the number of rings.
          2. Check the box next to Forward After Timeout to forward calls after a set number of them. Then enter the number of seconds and the Forward To number.
        4. Not Reachable
          1. Check Enable Call Forwarding Not Reachable to forward calls to a specific number when no agents in the hunt group are able to answer. Then, enter the number to forward to in the Forward To field.
        5. Calling Line ID
          1. Modify the Calling Line ID settings here. Options include using the default CLID configuration or customizing.