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Transcript of CIMCO Training Guide
IP Talk HostedAdministration Training
Today‟s Agenda
Enterprise Administration
Group Administration
Navigating the System
Where to Login
Enterprise Level Functions
Group Level Functions
Changing User Names and Passwords
Contact Center Settings
Call Detail Records
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Enterprise Administration
Your role as Enterprise Administrator, which is performed using the web interface, consists of the following:
View all groups within the enterprise
Set policies for Group Administrators (i.e., set their entitlements)
Perform all functions that a Group Administrator can perform
Access and modify all user profiles within an enterprise including changing extensions, user names, which licenses the user can access, set passwords and more
Change your personal password to the web portal
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Navigating the System:Administration Level Hierarchy
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The left most column
shows the Enterprise
you are in. Click on
the “Enterprise” link to
get back to the top
level.
To define group features
pull down the list and
select a group. These
groups represent your
physical locations.
To access a user in
your enterprise for
their settings, select
any from the drop
down list; every user
in your company is in
a group.
Enterprise Administrator
Group Administrator
User Level Administration
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LoginAll logins are accessed through https://navigator.iptalk.cimco.net The
capabilities after login are defined by the entitlement of the person logging into
the portal.
Username: Enter in the Username provided to you by CIMCO
Password: Enter in the Password provided to you by CIMCO
Forgot Password?: Press this link for a user to change their password. For an
enterprise administrator account please contact CIMCO at 877-691-8080 to reset
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Enterprise Administration:Navigation
When you log in you will be at a screen that shows the different levels of
navigation. As an Enterprise Administrator you will have access to all levels
of the enterprise.
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Enterprise Administration:Navigation Continued
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2
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1. The top level is navigation hierarchy. As an enterprise administrator you’ll see all levels of navigation (Enterprise, Group and Users)
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3. The next level is buttons which change based on the tab you are viewing and underneath are items
2. The second level are the tabsto perform or view certain functions
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Enterprise Administration:Navigation Hierarchy
1. You can drill down and access a group directly under the Group list
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Note: When you’re at the Enterprise level (as shown above), you can select either a Group or a User to
change menu’s and view their details. The User list at this point is showing you all the Users in the
Enterprise (whereas once you select a Group it will only show the Users in the selected Group).
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2. You can drill down to individual users by using the User list
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Enterprise Administration:Moving to Group Level from Enterprise
1. Once you’ve drilled down on a group the group name will appear on the menu
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2
Note: These are the same menus the Group Administrator will see on login.
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2. A new set of tabs appears for the group level
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Enterprise Administration:Selecting a User from List
1. Select from the drop down list1
Note: Next slide will show you how to search for a user. (Useful for very large organizations)
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Enterprise Administration:Searching for a User
1. Press the Search key, a pop-up screen will appear
2. Search for User (or Group) based on actual names, user names, and phone numbers (you can use wildcards “*” for searches), then press the Search key
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2
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Enterprise Administration:Moving back up the hierarchy
1. Press the Group hyperlink to see the group settings for the user
2. Press the Enterprise hyperlink to move back to the highest level of the hierarchy
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2
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Password Reset
From the login page if you forgot your password press the Forgot password?
hyperlink to reset your password.
Forgot Password?: Press this link for a user to change their password. For an enterprise administrator account please contact CIMCO at 877-691-8080 to reset
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Help AvailableQuick Tip
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2
1. Press the Help Available button
2. Press a hyperlink for detailed help information
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Enterprise Administration:Common ActivitiesThe most common activities as an Enterprise Administrator will be to modify group and user settings; however a few items are important to know at the enterprise level; these include:
Changing your password
Managing Group Administrators passwords
View and download company directory
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Enterprise Administration:Password Management
Role Function Requirements
EnterpriseAdministrator
ChangeMust enter old password and create new one in portal
Request new Must call CIMCO Help Desk
Group Administrator
Change Change in Administrator
Request newUse Forgot Password? button, request sent to Enterprise Administrator to change (via email)
User
Change Enter in old password and create a new one
Request NewUse Forgot Password? button, email sent to address in system
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Password Management RequirementsEmail addresses are essential for allowing for efficient password resets:
Enterprise Administrator: The Group Administrator‟s “Forgot Password”
request will send an email address to the Enterprise Administrators email
address on file
Group Administrator: A primary administrator is identified by name and email under the Location Information for contact purposes only.
End User: Your end users will need a valid email address in their profile when to utilize the automatic password reset. When pressing the Forgot Password? Hyperlink the system will send the password to the end user‟s email on file. System can not reset and will require a manual administrator reset if the email is not on file.
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Enterprise Administration:Changing Your Administrator Password
Under the Admin button select the Change Password item
Note: The Enterprise Administrator must enter their current password in order to change the password.
If you have lost your password please contact CIMCO customer service. Unlike the Group Administrator
or User passwords, the “Forgot Password” function is not available for the Enterprise Administrator
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Enterprise Administration:View and Download the Directory
In the Enterprise Directory tab, options to view and download the directory in PDF format are available.
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Group AdministrationThe Group Administrator capabilities may be done by the Group Administrator or the Enterprise Administrator and include the following:
Modify the profile of users within the group (e.g., name, calling line ID, phone number)
Set holiday and office hour schedules
View and assign users to available licenses
Configure basic services (e.g. hunt group, call park, voice messaging)
Set account and authorization codes
Create password rules for users
Note: The Enterprise Administrator may choose to perform both the enterprise and group functions
and limit or block any Group Administrator access
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Group AdministrationUpon logging in, the Group Administrator will have access to only the group
they are assigned and the users within that group.
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Group Administration:Main Page
The following are the tabs available for the Group Administrator:
Group Profile
Department
Manage Users
Group Services
Directory
Disaster Redirect
Tip: Under the Help File for Profile Menu there is a video describing these functions
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Group Administration:Profile Tab
The Group Profile Tab has seven items:
• Site Info:
• Location Info
• Service Authorizations
• Numbers
• Time Schedules
• Holiday Schedules
• Numbers
• Password Rules
• Administrators
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Group Administration:Profile Tab-Site Info
Item Description
Location Info Shows you general information associated with your location, like contact details.
Change Password Allows you to change your administrator password.
Service authorizations Allows you to see service authorizations and service pack consumption for your Group. There are two types of services: one type that is assigned to Groups (like Auto Attendant) and another for Users (like Simultaneous Ring). The Services menu allows you to see which of these various services you have available and how many you’ve used.
Numbers Shows you all the numbers available to your Group and whether or not they’ve been Assigned and Activated. Assigned means that they’re currently in use by a User or Group service like Auto Attendant. Activated means that they are online and can be dialed from outside your location.
Password Rules Shows you the rules user must follow in formulating Navigator portal passwords and voice messaging/portal pass codes.
Administrators Add Administrator to group.
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Group Administration:Profile Tab-Site Info-Add Administrator
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3
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1. After selecting to add a new Administrator, create an Administrator ID
2. Type in the name of the person you are going to give administrative access
3. Type in their password
4. Select if this person is responsible for a Group or Department
Tip: You’ll need to provide your other administrators with their user names and passwords manually.
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Group Administration:Profile Tab-Time Schedules
Use this page to list, add, modify and delete all the time schedules in the group. Use
time schedules, for example, to configure the business hours for Auto Attendants. Time
schedules can also be applied to services such as Call Notify, Priority Alert, CIMCO
Anywhere features
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3
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1. Select Add Time Schedule or
Edit and Existing Schedule
2. Name your time schedule
3. Select beginning and ending
days of the wee and hours
for each day
4. Press Save
Tip: Users can use your group time schedules or create their own.
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Group Administration:Profile Tab-Holiday Schedules
Use this page to list, add, modify and delete all the holiday schedules in the group. Use
holiday schedules, for example, to configure the business hours for Auto
Attendants. Holiday schedules can also be applied to services such as Call Notify, Priority
Alert, CIMCO Anywhere features.
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3
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1. Select Add Holiday Schedule
or Edit and Existing Schedule
2. Name your time schedule
3. Select beginning and ending
days of the week and hours
for each day
4. Press Save
Tip: If a Holiday is only a single day, just put in the start day and no end day
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Group Administration:Departments Tab
The Group Departments menu provides you access to add, edit, and deleteDepartments. While CIMCO does not create departments, if you want to createdepartments to further organize your users, then the option is available to the groupadministrator. This can be useful to apply an Auto Attendant to a group only.
Tip: There is a help video on how to set up departments. Just select the “Department Menu”
while hovering over help.
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Group Administration:Manage Users Tab
This provides direct links to be able to view and modify a users service settings andor profile. This gives the group administrator the ability to troubleshoot and edittheir own users’ settings. It is a different path to access the user’s information justas the pull down menu of the hierarchy.
Note: Later in this presentation the user profile and services settings will be discussed
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Group Administration:Group Services Tab
The Group Service Tab has three buttons:
• Site Services (with many individual items)
• Calling Plans
• Calling Plans
• Account and Authorization Codes
• FAC (Feature Access Codes)
Tip: There is a help video under Help Available. Just click on “Group Services Menu” and
scroll down to the video.
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Group Administration:Group Services Tab-Site Services
Item Description
Auto Attendant
Broadworks Anywhere Portal settings for dialing in for remote usage of CIMCO Anywhere
Call Center Modify your CIMCO Contact Center ACD/queue settings (if subscribed)
Call Park The ability to park calls against a pre-defined group
Call Pickup The ability for a group to pick up others ringing phones
Group CLID Use this feature to display a common calling line ID for all users
Hunt Group Allows users within an enterprise to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Group’s phone number
Music On Hold Modify music on hold settings for your group
CommPilot Call Manager
Set options for the display of directories in the CIMCO Call Manager
Voice Portal Change greetings, settings and voice portal management pass code
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Group Administration:Group Services Tab-Site Services-Auto Attendant
1. After Selecting the Auto Attendant,
select profile tab
2. In profile change or set name of auto
attendant and scope of dialing
(enterprise, group, dept.) and options
for dial by name
3. Different menus may be set for
business and after hours (you must do
both unless your business hours are
everyday, all day)
4. Select default greetings or load your
personal greetings
5. Set your options on your auto attendant
for each selection (options available
include, transfer with prompt, transfer
without prompt, transfer to operator,
extension dialing, name dialing, repeat
menu and exit)
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Group Administration:
Group Services-Site Services-Modify Call Center
The Contact Center is found under the group. It‟s built in under the Group
Services tab. Then in the screen there will be an area for Call Center under
Site Services to update the Contact Center settings.
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Items Administrator can Modify:
Contact CenterSet/Change Contact Center Name
Set/change Contact Center Calling LINE ID
Change Time Zone
Force call Waiting on agents
Force calls to agents in wrap up state
Enable Queuing when contact center not staffed
Set Call Distribution Policy
Order Agents
Set Weighting
Set No Answer Settings
Skip to next agent after unanswered call
Forward call after sitting in queue for x time
Force maximum wrap-up time
Set Queue Length
Allow agents to join call centers (or force)
Enable and change entrance message
Enable and change Music On Hold
Enable and change comfort message
Set comfort message interval
Enable Guard Timer and set time
Assign Agents to Contact Center
Assign/Change phone number/extension
Set/Change web password
Set/Change voice portal password
View Contact Center Statistics
Change Contact Center voice mailbox
announcement
Set Escape from Queue route
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There are four areas of settings on the Contact Center Profile:
Profile Settings
Contact Center Settings
Users
No Answer Settings
Group Administration:
Group Services-Site Services-Contact Center
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Group Administration:
Group Services-Site Services-Contact Center Profile
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3
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4
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1. Change Password: This
password is for the queue.
The supervisor needs this
password to monitor the
queue from their client
2. Modify the name of your call
center
3. Set the calling line ID of the
contact center (this will be
presented to agents so they
know the queue/contact
center routing the call
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Group Administration:
Group Services-Site Services-Contact Center Profile
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3
1
4
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4. Call Routing Selections:
- Select to require agents
take calls when on a call
- Select to route calls to
agents in wrap up state
- Select to enable calls in
ACD when Contact
Center is not staffed
5. Select Call Distribution Model
from list (if selecting weighted
then press „edit‟ to change
weightings of agents)
6. Choose system or custom
entrance, comfort messages
and music on hold.
7. Set emails to provide daily
queue reports
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Group Administration:
Group Services-Site Services-Contact Center Profile
Call Distribution Policies:
Circular: Incoming calls hunt through agents in the order they appear on the list,
starting with the agent following the agent to receive a call. When the search reaches
the end of the list, it loops back to the top and continues until it has tried all users.
Regular: Incoming calls hunt through agents in the order they appear on the list,
starting from the top each time.
Simultaneous: Incoming calls alert all agents at the same time. The first agent to
answer handles the call.
Uniform: Incoming calls hunt through all agents in order, starting with the agent who
has been idle the longest and ending with the agent who most recently answered a
call.
Weighted Call Distribution: Incoming calls are assigned to idle agents based on
percentages you assign on the Call Center's Profile Weighted Call Distribution page.
Note: if this is selected there is an option to add the weightings on the Contact Center
Profile Page
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Group Administration:
Group Services-Site Services-Contact Center Settings
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1. Set the number of calls to allow in the queue from 1 to 50
2. Set the time between comfort message announcements (between 10 and 600 seconds)
3. Allow for agents to choose to join and unjoin call centers (otherwise system administrator
automatically chooses)
4. Enable Music on Hold for queued calls (silent if unchecked)
5. Enable playing of comfort messages (time of playing is defined by time between
messages setting)
6. Enable guard timer for xx seconds (between 1 and 30). Waits to offer call to agent after
they hang up or other party hangs up for that many seconds to reduce bounced calls.
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Group Administration:
Group Services-Site Services-Contact Center-Users
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1 1. Click “Search” to view
all available users.
2. Select agents from
available users and
add them to the
queue
3. Move users up and
down (for circular or
regular distribution
models)
This is the screen where you assign the users to your contact center
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Group Administration:
Group Services-Site Services-Contact Center-No Answer Settings
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1. Select how long to ring an agent before offering to another agent when
unanswered (between 1 and 20 rings)
2. Select when to forward a call after sitting in the queue for a certain time (between
1 and 7200 seconds (two hours) )
3. Choose where to forward calls to upon no answer
Tip: Forward calls with a Feature Access Code of “*55” and an extension with voicemail to send
to a voicemail box
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Group Administration:Group Services Tab-Site Services-Call Park
1. Set the time to recall the call to the
person who parked it if no one picks
up the call. Select if you want the
parker to hear the extension the call
is parked at (recommended)
2. Select or create a call park group
3. Select the users of the call park
group from the list (note the users
are only allowed in a single group)
4. Arrange the order in which calls are
parked
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2
3
4
Tip: The default Feature Access Code to park a call against the group is “#58” and to retrieve a
parked call is “*88” followed by the extension number. This feature is different to call park to a
specific extension which uses *68 to park the call followed by the extension number
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Group Administration:Group Services Tab-Site Services-Call Pickup
1. Choose or add a call
pickup group
2. Add or remove users
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2
Tip: The default Feature Access Code to pickup a call in your group is “*98”
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Group Administration:Group Services Tab-Site Services-Group CLID
1. Identify the Group Number
to be displayed on your
group‟s outgoing calls
(default is „none‟)
2. Select option if you want
Group Number to be used
instead of user number for
outgoing calls
3. Select option if you want
Group Name to be used
instead of user name in
outgoing calls
4. Enter in the Calling Line ID
Name of the group
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Tip: Group Calling Line ID ( Group CLID) settings can not be over-ridden at the user level
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Group Administration: Group Services Tab-Site Services-Hunt Group
1. Select the Profile Tab
2. Enter in the Hunt Group Name
and Calling Line ID of Hunt
Group
3. Enter in the number of rings
prior to forwarding to the next
available agent
4. Enter in the total number of time
the user is in ringing state prior
to forwarding to another
extension
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2
3
4
Tip: Forward calls to a voice mail box to take messages when everyone in a hunt group is busy
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Group Administration:Group Services Tab-Site Services-CommPilot Call Manager
• Display entire enterprise
directory
• Hide the Directory
• Allow for search only (not
full display)
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Select the directory capabilities you want to expose to users through the
CIMCO Call Manager:
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Group Administration:Group Services Tab-Site Services-Voice Portal
1. Modify calling line and name of voice
portal
2. Allowing phone numbers or voice mail
aliases allows users to log in remotely
(i.e., not from their phones)
3. The wizard option forces users to
change their password from the initial
or a administrator reset
4. Set a default or custom greeting for the
voice mail portal
5. Set the default greeting for your users
group-wide for leaving a message (end
users can over-ride)
6. Enter in password for remotely
modifying voice portal settings
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Group Administration:Group Services Tab-Calling Plans Tab- Calling Plans
This page displays menu items for your incoming and outgoing calling
plans. You can view the types of calls you are authorized to make and receive
on the list page for each calling plan including:
Incoming Calls to group
Calling within group
Outgoing long distance
Outgoing International
Operator Assisted Calls
Directory Assistance
Special Services
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Group Administration:Group Services Tab-Calling Plans-Acct Codes/Auth Codes
1. Set if you want to use Account
Codes or Authorization Codes
2. Choose number of digits the codes
will be
3. Select if you want to allow local and
toll free calls without a code
4. Add users who shall use codes
5. Create a code and add a
descriptions
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3
4
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Tip: Account codes are not verified
while authorization codes are. In a
single group one or the other can be
used, but not both
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Group Administration:Directory Tab
In the Enterprise Directory tab, options to view and download the directory in PDF are available. Modifying the common phone list allows you to add external or different numbers to the enterprise directory
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Group Administration:Disaster Redirect Tab
Disaster Redirect allows you to update the forwarding destination for the Call Forward
Not Reachable destination that invokes when the link to your location is down
Tip: Entering the numbers to another main site or hunt group can provide coverage if your site is
not available
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User AdministrationThe common applications of User Administration are:
Change the user name, calling line display information for this line
Change/Set user passwords
Troubleshooting
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User Administration:Change Name
After selecting the user, go to the Profile tab
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2
3
1. Set Last Name and First Name
of the user
2. Set the Calling Line ID name for
the user
3. Set the email of the user to
ensure they can use the „forgot
password‟ functionality
Note: Any change to the user profile
will reboot a primary phone
Tip: Ensuring your users have their email will enable them to get a new password if they forget
their login password
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User Administration: Reset Password
After selecting the user, go to the Profile tab (the same tab as changing
name, you can have a password system generated or manually.
2
3
1. To have a system generated password, press “Generate and Save”, then
email this password to the user.
2. To manually create one, type it in manually then save, then email to the user
3. For voicemail access create a numeric password (with the same generate
option) and mail to the end user.
1
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User Administration: Troubleshooting
If a user has any issues receiving calls you may troubleshoot by going to
their profile and to the Calling Features Tab and selecting Incoming Calls
2
3
Any of the following, if set to on, can divert calls to a customer phone:• Anonymous call rejection• Automatic Hold/Retrieve• Call Forwarding Always• Call Forwarding Busy• Call Forward No Answer• Call Forwarding Selective• CommPilot Express• Do Not Disturb• Selective Call RejectionTurn these options to “off” to ensure calls are not diverted
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Call Detail RecordsCIMCO provides the ability to obtain Call Detail Records for all users in the enterprise.
Rights to see records match the administrative rights for modifying user settings for
group or enterprises. The ability to see records by user type is as follows:
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Call Detail Records
Call Detail Records are accessible for 9 months
Records are usually accessible within fifteen minutes of occurrence but
may take up to forty five minutes
Records may be accessed from September 15, 2009 onward
Detailed usage instructions are available at www.cimcovoip.net
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Accessing Call Detail Records
1. Navigate to www.cimcovoip.net
2. Press on the Link: “CIMCO IP Talk Hosted Call Detail Records”
3. Login
1. Administrators should use their administrator ID and password
2. Users should use their user ID and password
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Running an Administrator Report
If running a single
number or all
numbers then press
“No” for a specific
range of numbers
press “Yes”
Type in “(All)” for
all numbers or
type in a single
number (no
dashes) for one
callers
information
Select a start date
and end dateTo show report on
sreen select
“Show Report” to
export report
select “Export
Data”
To view details on any particular call leg then press on the in the report body.
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Running an End User Report
Select a start date
and end date
To show report on
screen select “Show
Report” to export
report select “Export
Data” to Print select
“Print Report”
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CDR Report Navigation
View Call Path
Details
Page Navigation
Zoom
Text Search on
screen
Refresh Data
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CDR Report Fields
Start Date and Time
Calling Number (caller)
Called Number (receiver)
Other Party – Call ID info
Time – Duration
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Direction – Inbound, Outbound or Internal Call
Dialed Number – digits dialed
Answer Date/Time
Account/ Authorization Code
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Questions?