SASKTEL HOSTED COLLABORATION SOLUTION (HCS) · HCS CUSTOMER ADMINSTRATION GUIDE 5 Username: If LDAP...
Transcript of SASKTEL HOSTED COLLABORATION SOLUTION (HCS) · HCS CUSTOMER ADMINSTRATION GUIDE 5 Username: If LDAP...
SASKTEL HOSTED COLLABORATION
SOLUTION (HCS)
CUSTOMER ADMINISTRATION GUIDE
March 2017
Confidentiality and Proprietary Statement
This information is the property of SaskTel, and it is strictly confidential. Without prior written
permission from SaskTel, this information must not be copied, disclosed, or distributed in whole
or in part. By receiving this information, the receiving party is bound by these conditions.
TABLE OF CONTENTS
Login ........................................................................................................................................... 1
How to Navigate .......................................................................................................................... 2
How to View Recent Changes ..................................................................................................... 3
How to Add a User ...................................................................................................................... 4
How to Add a Phone ................................................................................................................... 7
How to Add a Voicemail Box ..................................................................................................... 12
How to Make Phone Changes ................................................................................................... 14
How to Delete a Phone ............................................................................................................. 16
How to Delete a User ................................................................................................................ 18
How to Enable IM and Presence ............................................................................................... 20
How to Create a Pickup Group .................................................................................................. 21
How to Create a Hunt Group ..................................................................................................... 23
How to Create a Hunt Group with Queuing ............................................................................... 26
How to Configure Single Number Reach ................................................................................... 28
How to Configure Extension Mobility ......................................................................................... 31
Resetting Passwords and PINs: ................................................................................................ 36
HCS CUSTOMER ADMINSTRATION GUIDE 1
LOGIN
Browse to https://142.165.90.80/bvsm and log in with the username and password that you
have been provided.
For assistance with adds, moves, or changes, click on Help or Help Index.
HCS CUSTOMER ADMINSTRATION GUIDE 2
HOW TO NAVIGATE
Menus are located on the left hand side of the screen. On the top of the screen, you can see
which Customer, Division, and Location you are viewing.
Always look at the top of the page to ensure that you are viewing the correct Customer,
Division, and Location before you save any changes.
If you want to view a different location, click on the Division at the top of the page or Customer
if you only have one Division. If you want to view a different Division, click on Customer at the
top of the page.
HCS CUSTOMER ADMINSTRATION GUIDE 3
HOW TO VIEW RECENT CHANGES
If you want to see all the changes that have been made on the system by you, or by another
administrator with equal or less access as you, click on General Tools and then Transactions.
HCS CUSTOMER ADMINSTRATION GUIDE 4
HOW TO ADD A USER
Click on Location Administration and then End Users.
Click the Add button.
HCS CUSTOMER ADMINSTRATION GUIDE 5
Username: If LDAP integrated, use the username from Active Directory, otherwise, any
username will work.
Security Profile: For an end-user, choose one of the following:
EndUser – High (Very Complex Password)
EndUser – Medium (Complex Password)
EndUser – Low (Non-Complex Password)
Password: This will be the password used to log in to the End User Self Care page.
Fill out the following text boxes:
First Name
Last Name
Email Address
Click Next.
HCS CUSTOMER ADMINSTRATION GUIDE 6
Feature Group:
FG-CUPC-CSF-Client-VM-1DID: Use for softphones
FG-Enhanced-UM-ML: Choose if user has unified messaging and multiple lines.
Can call International
FG-PublicArea-NoVM-1INT: Choose for public area phones that can only dial internal
FG-Restricted-NoEM-VM-1DID: Choose if user has voicemail and no extension mobility
FG-Restricted-NoVM-1DDI: Choose if user has no voicemail and can only can only call
internal
FG-Standard-NoVM-ML: Choose if user can call Internationally but has no voicemail
FG-Standard-VM-ML: Choose if user has unified messaging and can call Internationally
FG-VM-Only-1DID: Choose if this is for voicemail only. Can only call internal
Feature Display Policy: For end users, always choose Standard-DP
Service Profile: Always choose the profile specific to your location
Allow Control of Device from CTI: Always check
HCS CUSTOMER ADMINSTRATION GUIDE 7
HOW TO ADD A PHONE
To get a list of phones currently configured, or to add or modify a phone, go to Location
Administration and then to Phone Inventory.
If you want to add a phone, click Add Phone.
Select a Move Target: Indicates which location the phone will exist
Phone Type: The phone model, which can be found on the back of the phone
If you are adding a Jabber Client for the Desktop, choose Cisco Jabber Client
If you are adding a Jabber Client for an iPhone, choose Cisco Dual Mode for iPhone
If you are adding a Jabber Client for a Tablet, choose Cisco Jabber for Tablet
If you are adding a Jabber Client for an Android Phone, choose Cisco Dual Mode for
Android
HCS CUSTOMER ADMINSTRATION GUIDE 8
Device Name: The MAC address, which can be found on the back of the phone. If you are
adding a Jabber Client, the device name is as follows:
Cisco Jabber Client: Username. For example, if the username is JDOE, the device name
is CSFJDOE
Cisco Dual Mode for iPhone: Username. For example, if the username is JDOE, the
device name is TCTJDOE
Cisco Dual Mode for Android: Username. For example, if the username is JDOE, the
device name is BOTJDOE
Cisco Jabber for Tablet: Username. For example, if the username is JDOE, the device
name is TABJDOE
NOTE: When adding a Jabber Client, you must also enable presence for that user. Please see Enabling Presence on Page 20.
Device Names can contain up to 15 characters
Leave Configuration Profile unchecked. Select the checkbox if it is not a real phone.
Click Add Phone.
Select Subnet: Leave set to Don’t manage phone subnet
Button Template Name: Standard is the default, but there may be various custom templates
listed. See the attached Phone Button Template sheet.
Click Continue to Register Phone.
HCS CUSTOMER ADMINSTRATION GUIDE 9
Description: Generally, the name of the user
SIP Profile: This will be Standard SIP Profile
Softkey Template: This configures the softkeys. See attached sheet of available Softkey
Templates
First & Second Expansion Module: This is only applicable if you are adding add-on modules.
Media Services: Keep set to Derived from Location
Select Phone Feature Group: See the list below for an explanation of the options
Click Next.
Phone Feature Groups:
FG-CUPC-CSF-Client-VM-1DID
o (CUPC-CSF SoftClient Settings - UM CoS - 1 DDI - International CoS (Default)-
Natl-Mob-CF)
FG-Enhanced-UM-ML
o (Advanced Settings - UM CoS - Multi-Line - International CoS (Default) -
Natl-Mob-CF)
o Use this Feature Group for majority of phones.
FG-PublicArea-NoVM-1INT
o (Public Area Settings - NoVM - 1 Internal Line - Internal CoS (Default) - Internal-
Only-CF)
FG-Restricted-NoEM-VM-1DID
o (Restricted (No EM) Settings - VMCoS - 1 DDI - International CoS (Default) -
Natl-Mob-CF)
HCS CUSTOMER ADMINSTRATION GUIDE 10
FG-Restricted-NoVM-1DDI
o (Restricted Settings - NoVM - 1 DID - Internal CoS (Default) - Internal-Only-CF)
FG-Standard-NoVM-ML
o (Standard Settings - NoVM - 6 DID - International CoS (Default)- Natl-Mob-
CF)
o Use this Feature Group for Public Use phones.
FG-Standard-VM-ML
o (Standard Settings - UM CoS - 6 DID - International CoS (Default)- Natl-Mob-CF)
FG-VM-Only-1DID
o (VM-Only Settings - VM-CoS - 1 DDI - Internal CoS (CoS) - Internal-Only-CF)
To assign an extension to the phone, click on the drop down under Number, and choose the
extension you wish to assign. The unused extensions and DIDs are listed at the top and the
ones already in use are listed at the bottom.
To assign a user to the phone, search beside Associated user, and once the user has been
selected, click Next.
HCS CUSTOMER ADMINSTRATION GUIDE 11
Label: The name or number showing beside the line button
Class of Service: What the user is allowed to call
Use Feature Group Default
CF-BlockAll
CF-International24Hrs-Standard
CF-National24Hrs-Standard
CF-National24Hrs-Restricted
CF-Local24Hrs-Enhanced
CF-InternalOnly
CF-InternalCLIR
Click Register.
HCS CUSTOMER ADMINSTRATION GUIDE 12
HOW TO ADD A VOICEMAIL BOX
To add a Voicemail Box, go to Locations Administration and then End User. Find the user
that requires a Voicemail Box (all mailboxes have to be assigned to an end user).
Click on the username of the user that requires Voicemail.
Click on the Voicemail button in the top left.
Click on Add beside Personal Voicemail.
HCS CUSTOMER ADMINSTRATION GUIDE 13
You must fill in the PIN text box. This is the password the users enter to access their Voicemail
Box.
Voicemail Template:
UCX-Standard-CoS-CST is used for standard voicemail
UCX-Advanced-CoS-CST is used if the user will have Unified Messaging
Leave Voicemail Profile set to Standard Location Profile.
Click Add to save.
HCS CUSTOMER ADMINSTRATION GUIDE 14
HOW TO MAKE PHONE CHANGES
To make changes to a phone, go to Location Administration and then Phone Management.
Find the phone you are looking for and click on the Device Name.
HCS CUSTOMER ADMINSTRATION GUIDE 15
To add speed dial buttons, click Manage Speed Dials.
Click Add.
Speed Dial Number: The number that you will dial on your phone to access the number
Label: The name of the speed dial number
Label (ASCII): If the ASCII Label field is not provided and the standard Label field has a valid
ASCII value, then the standard Label field's value is used for the ASCII Label field. If the
standard Label is not a valid ASCII value, then the Telephone Number field's value is used for
as the ASCII Label.
HCS CUSTOMER ADMINSTRATION GUIDE 16
HOW TO DELETE A PHONE
To delete a phone, go to Location Administration and then to Phone Management. Click on
the device name of the phone you wish to delete.
Scroll to the bottom of the page and click Unregister.
The following screen will pop up. Click Unregister.
Click Phone Inventory on the left pane.
Click the device name of the phone you wish to delete.
Click Delete.
HCS CUSTOMER ADMINSTRATION GUIDE 17
HCS CUSTOMER ADMINSTRATION GUIDE 18
HOW TO DELETE A USER
To delete a user, go to Location End Users. Click on the name of the user you wish to delete.
Scroll to the bottom of the page and click Delete.
HCS CUSTOMER ADMINSTRATION GUIDE 19
A pop-up screen will appear. Review and click Delete.
HCS CUSTOMER ADMINSTRATION GUIDE 20
HOW TO ENABLE IM AND PRESENCE
When you add a Jabber Client, you want to enable presence so that other users can see your
availability and have the option to IM with you.
Click on Location Administration and then End Users.
Search for the user you have created a Jabber Client for, and click on their username.
At the top of the page, click the Presence button.
You will see a list of the device assigned to that user. In most cases, you will want to check the
Monitor box beside All. If you only want presence enabled for a specific device, check the
Monitor box beside that device.
Click Apply.
HCS CUSTOMER ADMINSTRATION GUIDE 21
HOW TO CREATE A PICKUP GROUP
Call Pickup and Group Call Pickup are features that allow a user to answer an incoming call that
rings on a telephone other than the user's own. For example, if you want everyone in the payroll
department to be able to answer calls to any payroll extension (in case someone is away from
their desk), create a pickup group that contains all of the payroll extensions. Members of a
pickup group should be located in the same area so that they can hear ringing at the other
extensions in the group.
NOTE: Extensions can only belong to one pickup group.
Call pickup: Allows users to pick up incoming calls within their own group. The system
allows a Location Administrator to select a set of phones to be included in a Pickup
Group. Additional phones can be added to the group, or existing phones within the group
can be removed.
Group call pickup: Allows users to pick up incoming calls within their own group or in
other groups. Users must dial the appropriate call pickup group number when activating
this feature from their phone.
To create a Pickup Group, click on Location Administration and then Pickup Groups.
Click on Add.
Name: Name to assign to the pickup group (mandatory field)
Description: A brief description of the pickup group
Pickup Number: The extension number for use by the pickup group
Call Pickup Group Notification Policy: How the users will be notified of a call
HCS CUSTOMER ADMINSTRATION GUIDE 22
Call Pickup Group Notification Timer: The seconds of delay (1-300) between the time that
the call first comes into the original called party and the time that the notification to the rest of
the call pickup group occurs.
Once you have added the Pickup Group, you can add extensions to the group.
Click the Add Line button.
Choose the extension or DID you wish to add to the pickup group from the drop down and click
Add. You can add multiple numbers to a pickup group.
HCS CUSTOMER ADMINSTRATION GUIDE 23
HOW TO CREATE A HUNT GROUP
A hunt group is a set of phones to which rules can be applied so that calls can be answered
more efficiently. Depending on the rules, a call to any phone in the group causes all the phones
to ring at the same time, or each phone rings in turn and the call is forwarded to the next phone
in the group until it is answered.
Hunt Groups utilize Number Groups. Therefore, in order to create or manage Hunt Groups, the
relevant Number Groups must be available in the location.
To create a Hunt Group, you must first create a Number Group.
Click on Location Administration and then Number Groups.
Click Add.
Name: A unique name to identify the group (mandatory field)
Description: A brief description of the Number Group
The following are the menu choices for the next 3 fields:
Stop Hunting
Try next member, then, try next group in Hunt List
Skip remaining members, and go directly to next group
Try next member but do not go to next group
Hunt on Busy:
Hunt No Answer:
Hunt Not Available:
HCS CUSTOMER ADMINSTRATION GUIDE 24
Distribution Method: This determines the order in which the numbers within the number list
are called
RNA Reversion Timeout: How many seconds before the call moves to the next member or line
group
Line Number: Extensions to be added to the number group
Click Add.
To add additional lines to the Number Group, click on Add Lines at the top of the page.
HCS CUSTOMER ADMINSTRATION GUIDE 25
HCS CUSTOMER ADMINSTRATION GUIDE 26
HOW TO CREATE A HUNT GROUP WITH QUEUING
To create a Hunt Group, click on Location Administration, then click on Hunt Groups.
Click on Add.
Name: A unique name to identify the group
Description: A brief description of the Hunt Group
Pilot Number: The extension you would like to assign to the group
Number Group Name: A Number Group is a set or group of phones that can be used by one or
multiple Hunt Groups
Ex Directory: If selected the number is excluded from the Corporate Directory list
HCS CUSTOMER ADMINSTRATION GUIDE 27
Maximum Hunt Timer: This Timer specifies the total length of time that the incoming call rings
on any associated number groups before it is forwarded to the number specified in the Call
Forward Destination field.
Select the Queue Calls radio button.
Network Hold MOH Source & Announcements: Leave default
Choose your queue configuration.
Click Add.
HCS CUSTOMER ADMINSTRATION GUIDE 28
HOW TO CONFIGURE SINGLE NUMBER REACH
Single Number Reach enables an incoming call to a corporate phone to be directed to the
user's normal desk phone as well as up to ten other configurable destinations. The remote
destinations would usually be a mobile (cellular) phone or a user's home phone number. Once
the call has been directed to the desktop and remote phone(s), the user can answer either
device. Upon answering the call, the user can transfer the call to one of the other devices.
Click on Location Administration and then End Users.
Search for the user you want to configure Single Number Reach for, and click on their
username.
At the top of the page, click the Single Number Reach button.
HCS CUSTOMER ADMINSTRATION GUIDE 29
Mobile Phone: Selecting the Mobile Phone checkbox gives a user the ability to hand off an
active desk phone call to the desired Remote Destination, by pressing the Mobility softkey.
Once the Remote Destination answers, the desk phone releases the call.
Enable Mobile Connect: Selecting the Enable Mobile Connect checkbox enables both the
desk phone, as well as the Remote Destination, to ring for incoming calls.
Enable Fixed Mobile Convergence: Selecting the checkbox results in your desk phone
number being displayed to the called party when making a call from your mobile device
associated to your remote destination (Single Number Reach) profile.
Remote Name: (Mandatory field) unique name
Description: A short description of the single number reach entry.
Privacy: When privacy is enabled (select On), the system removes the call information from all
phones that share lines and blocks other shared lines from barging in on its calls. When privacy
is disabled (select Off), the system displays call information on all phones that have shared line
appearances and allows other shared lines to barge in on its calls.
Device Pool: Leave set to the default entry
Remote Number: (Mandatory field) the number to which the call must re-direct
Answer too Late Timer: When selected, the system disconnects the remote destination if it is
not answered within the specified time frame.
Answer too Soon Timer: When selected, the system disconnects the remote destination if it is
answered within the specified time frame.
HCS CUSTOMER ADMINSTRATION GUIDE 30
Delay Before Ringing Timer: This setting is used to delay the ringing of the remote destination
phone. This is used to further lengthen the amount of time that must pass before a remote
destination phone forwards the call to its own voicemail box.
Select from available lines: This section lists all extensions available to the user. Select the
checkbox adjacent to the line(s) that you would like to associate this SNR entry with.
Ring Schedule: If you want to direct calls to the selected numbers at all times for a particular
day, select the relevant checkbox next to the required day and leave the start and end times as
00:00.
If you want to direct calls to the selected numbers only within certain start and end times for a
particular day, select the relevant day checkbox and then select the required start and end times
from the appropriate drop down lists.
Here is an example of a completed Single Number Reach Profile:
HCS CUSTOMER ADMINSTRATION GUIDE 31
HOW TO CONFIGURE EXTENSION MOBILITY
Extension mobility profiles, often referred to as roaming profiles, enable a user to log onto a
phone in another location and the phone automatically adopts the profile for that user. An
extension mobility profile is required for users who move between locations on a regular basis,
or for users in an organization or location, who have been assigned an extension mobility profile
rather than a permanent phone.
Click on Location Administration and then End Users.
Search for the user you want to configure Extension Mobility for, and click on their username.
At the top of the page, click the Extension Mobility Profile button.
HCS CUSTOMER ADMINSTRATION GUIDE 32
Description: A short description of the Extension Mobility Profile
Phone Type: The phone type assigned to this user
Button Template Name: Use the Button Template that is used for the physical phone identified
above
Softkey Template: Use the Softkey Template that is used for the physical phone identified
above
Privacy: When privacy is enabled (select On), the system removes the call information from all
phones that share lines and blocks other shared lines from barging in on its calls. When privacy
is disabled, the system displays call information on all phones that have shared line
appearances and allows other shared lines to barge in on its calls.
Expansion Module 1 & 2: Expansion module type to be used by phone
Extension Mobility Cross Cluster: Determines whether the user is enabled for cross-cluster
roaming
Click Next. If everything is correct, click Add.
See below for an example of a completed Extension Mobility Profile:
HCS CUSTOMER ADMINSTRATION GUIDE 33
HCS CUSTOMER ADMINSTRATION GUIDE 34
HCS CUSTOMER ADMINSTRATION GUIDE 35
HCS CUSTOMER ADMINSTRATION GUIDE 36
RESETTING PASSWORDS AND PINS:
Click on Location Administration and End Users.
Choose the appropriate End User’s username in the left hand column.
Along the top, you have the options to Change PIN and Change Password and Voicemail.
To change the user’s Voicemail PIN, click on Voicemail.
HCS CUSTOMER ADMINSTRATION GUIDE 37
Click on Personal Voicemail
In the PIN text box, type in the new PIN and click Modify.
To change the user’s PIN for Extension Mobility, click on Change PIN.
Enter the new PIN, re-enter the PIN, then click Submit.