V5102C00776 One Net Express USER GUIDE AL V8 - vodafone.ie

Your step-by-step guide to getting started with Vodafone One Net Express

Vodafone One Net Express

Vodafone User Guide | Vodafone One Net Express

1.0 Welcome to Vodafone One Net Express 3

1.1 Setting Up Your One Net Express 4

2.0 User Features 5

2.1 Making a Call 6

2.2 Presenting Your Number 6

2.3 Call Barring 6

2.4 Call Forward 7

2.5 Call Hold 7

2.5.1 Put a Call on Hold 7

2.6 Call Transfer 8

2.6.1 To Transfer a Call 8

2.7 Conference Calls 8

2.7.1 Establish a Conference Call 8

2.8 Call Waiting 9

2.8.1 Accept a Waiting Call 9

2.9 Emergency Calls 9

2.10 Withholding Your Number 9

2.10.1 Permanently Withhold Your Number 9

2.11 Queuing 10

2.12 Voicemail 10

2.13 Roaming 10

2.14 Other Mobile Services 10

3.0 Company Features 11

3.1 Auto Attendant 12

3.2 Hunt Groups 12

3.2.1 Four Types of Hunt Group 12

3.2.2 Hunt Group Identification 12

3.2.3 Voicemail in a Multi-User Hunt Group 12

3.3 Recorded Message Options 13

3.3.1 Auto Attendant Recordings 13

3.3.2 Welcome Messages 13

3.3.3 Music on Hold 13

3.3.4 Recording Process 13

3.4 Sample Transcript and WAV File 14

3.5 In Call on Hold 14

4.0 One Net Express Portal – Customer Training 15

Appendix

Vodafone One Net Express ‘User’ Features 16

Vodafone One Net Express ‘Company’ Features 17

Contents


2

Welcome to Vodafone One Net Express

Vodafone One Net Express combines the features of your office phone with the flexibility and freedom of your mobile in one scalable phone system. It makes your team more productive, your service to your customers more responsive, and your costs more controllable. As it’s hosted on the cloud by Vodafone, there’s no worry or expense of an on-site system. And because your One Net Express service runs on the Vodafone Mobile network, you’ll get the same great coverage on your desk phones as your Vodafone mobile.

1.0


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1.1 Setting Up Your One Net Express Service:

During your site survey, the features of your One Net Express service will be configured to suit your company’s needs.

Key features that will be configured include:

• Thetwinningofmobilenumberswithdeskphones/geographic (fixed) numbers.

• ThetypesofHuntGroupsyourequire(e.g.Sales,Service,Care).

• WhichnumbersareassignedtoHuntGroups.

• Yourautomatedgreetingmessages.

• Youroutofofficerules(i.e.wherecallsarerouted).

At this visit the site service engineer will also train you in how to use the online self-service portal. Thisself-serviceportalallowsyoutoprovision and configure features of your One Net Express phone system.

Theonlineself-serviceportalallowsyoutochangethe settings of your One Net Express features such asCallQueues,HuntGroups,WelcomeMessages, and Auto Attendant.

Your One Net Express service comprises:

• YourmobilesonOneNet.

• Yourdeskphones(Huaweif610).

• Phonesystemfeatureshostedinthecloud.

• Anonlineportalwhereyoucanconfigurethesephone system features.

Thisguideoutlinesthekeyfeaturesoftheservice.

If you wish to change the configuration of your features, please refer to the Online Portal User Guide or contact the Vodafone service desk.

Ifyourequirefurtherdetailonyourdeskphone please refer to the Deskphone User Guide.

A description of each of the following features that you can change on the portal is outlined in this guide:

• CallForward.

• PresentingYourNumber/CallerLineIdentity.

• CallWaiting.

• VoicemailBox.

• AutoAttendant(TexttoSpeech).

• HuntGroups.

• MusiconHold.

Forfurtherdetailonhowtomakechangesto these functions, please refer to the Online Portal User Guide.

1.0 Welcome to Vodafone One Net Express


4

UserFeatures Many mobile devices have menus which provide an easier way to activate some of these features, so please take some time to become familiar with your particular mobile device.

2.0


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2.2 Presenting your Number

Presentingyournumberisalsoknownas“Caller LineIdentity”.

Eachusercanhaveamobileanddeskphone.Thesedevices can be combined with a single landline or mobile telephone number, allowing users to decide which number to publish and advertise to customers when making outgoing calls.

Forexample,0871122233and014270000canbetwinned. Users may select to retain existing numbers, fixed or mobile, or order new numbers if required.

If you wish to make changes to how your number is presented, you can either call customer services or make the changes yourself via the online self-service portal. You can control whether you display a user’s fixedormobilenumbertopeopletheycall.Thesesettings can be applied to all calls.

If you are calling from your mobile, the standard defaultisyourmobilenumber.Thestandarddefault if you have a geographic number is to present this number when you make outgoing calls.

2.1 Making a Call

• Fromyourdeskphone,simplydialthenumber to make a voice call. Unlike other phone systems, there is no need to press ‘9’ or ‘0’ for an outside line.

• Fromyourmobilephone,simplymakeacall as usual.

2.1.1 To make an Internal Call

You can call another person in your One Net Express Groupfromeitheryourdeskphoneormobilephonesimply by dialing either their full number or their short code extension number.

2.3 Call Barring

You can restrict calls that can be made or received fromyourphone.Tosetuporchangeeither IncomingCallBarringorOutgoingCallBarring, pleasecallCustomerServices.

If you are unable to make a call please check with CustomerServicestoseeifthenumberornumberrange has been barred.

2.0 UserFeatures


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• CallForwardonNotReachable:

- WhereALLcallstoyournumberareforwardedif you are not registered or not reachable on the Vodafone network.

• CallForwardonNoAnswer:

- WhereALLcallstoyournumberareforwardedif you do not answer incoming calls after a defined period of time. You can select from the following: 10, 20, 30 or 40 seconds.

• CallForwardSelective:

- WhereSPECIFICcallstoanumberare forwarded to another number when certain conditions are met.

Thefollowingoptionsareavailable:

- TimeofDay.

- Day of Week.

- CallingPartyNumber–listoffullnumbers e.g.CallForwardallcallsfrom012037000 or calls from a specific area code. Up to 10 entries can be supported.

2.4 Call Forward

Your Vodafone site services engineer will provide these options for you during your site visit.

YoucanconfigureCallForwardingrulestoensurecalls are treated correctly when one of your One Net Express extensions is busy, not available, or not reachable. You can also apply different treatments to specificnumbers,oratdifferenttimesoftheday.Forexample, a user may define that during office hours, calls to the landline number are connected, but outside of hours are diverted straight to voicemail or to a One Net Express mobile.

IfyourequirechangestoyourCallForwardingsetup,you can make the changes yourself on the Online Portalorbycallingourservicedeskon1907. CallForwardingallowsforcallstobedeliveredto your voicemail or any other number under specific conditions, as defined below:

• CallForwardUnconditional:

- WhereALLcallstoyournumberareunconditionally forwarded.

• CallForwardonBusy:

- WhereALLcallstoyournumberareforwardedifyou are busy or when you explicitly reject an incoming call. (Note: If Call Waiting is activated thenCallForwardonBusywillnotbetriggeredfor the second call you receive.)

2.5 Call Hold

When the call is on hold you have the option to make a second call and then either toggle between the two calls, join the other two parties together while you leavethecall(Transfer)orjoinallpartiesasaConference.(Pleaseseetherelevantsectionsbelowfor more information on these features.)

2.5.1 To put a Call on Hold

• Fromyourdeskphone,pressthe‘Hold’keyon the phone.

• Fromyourmobilephone,selectthe‘Hold’option if available in the phone’s menu.

2.0 UserFeatures


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2.6.1 To Transfer a Call

• Fromyourdeskphone:

1. Firstputthecallonholdbypressing‘Hold’.

2. Dial the number you wish to transfer to, and then press the phone symbol.

3. Whenthecallconnects,press‘Trans’.

4. Finally,hangupthehandset.

• Fromyourmobilephone:

1. Firstplacethecallonhold.

2. Now call the person you wish to transfer the callto(note:somemobilephonesrequireyouto select ‘new call’ on the phone menu before being able to dial this second number).

3. Finally,transferthecall.

Thisprocesswillworkfornearlyallmobilephones.However,somephonesdonotsupportCallTransferatallusingeithermethod(e.g.iPhones).Inthiscase,CallTransfercannotbeperformed.

2.6 Call Transfer

CallTransferallowsyoutotransferanexistingcall toanotherperson.Thetransfercaneitherbetosomeone within your company or to a number outside of your One Net Express service.

Important Note: When transferring to a number not in your company you will be charged as if you had initiated the call for the duration that the two parties are on the call.

2.7 Conference Calls

You are able to join up to seven people (including yourself) into a conference call.

2.7.1 Establish a Conference Call

• Fromyourdeskphone:

1. Dial the first number to be added.

2. Pressthe‘Hold’button.

3. Thendialthenextnumbertobeaddedandpress the phone symbol.

4. Pressthe‘Conf’button.

5. Repeatsteps3&4forupto6numbers.

• Fromyourmobilephone,thesimplestwaytoachieve this is by using the in-built menus where available: place the active call on hold, dial the third party, and then select ‘conference’ or ‘join’ to connect all three parties in a conference.

2.0 UserFeatures


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2.9 Emergency Calls

Tomakeanemergencycallsimplydial999or112.

2.8 Call Waiting

Call Waiting lets you know that a new caller is trying to contact you while you are already engaged on an existing call. You can speak to the caller with or without ending the original call.

Call Waiting indication is activated by default so that users can choose to move between calls, ensuring that important calls are not diverted straight to voicemail.

2.8.1 Accept a Waiting Call

You will hear an intermittent tone which will alert you to the caller that is waiting to speak to you.

• SomedeviceswillautomaticallyofferCallWaitingoptions (such as ‘accept the incoming call and end the active’, ‘accept the incoming call and hold the active’or‘rejecttheincomingcall’).Theseoptionswill function correctly.

2.10 Withholding Your Number

You can prevent the person you are calling from seeing your phone number. You can do this for individual calls or permanently.

2.10.1 Permanently withhold your number

You can permanently withhold your number for all calls by using the setting in your mobile phone (please refer to your phone manual).

2.0 UserFeatures

9

2.11 Queuing

CallQueuingissetupaspartofyourHuntGroupconfiguration. Call Queuing rules will be defined at the time of site survey and can be updated via the customer web portal.

If you have Queuing enabled then up to 20 calls willstayinthequeue.TherearetwoconfigurableQueue options:

• Apresettimethatacallremainsinthequeuebefore being redirected to voicemail or another predetermined number.

• Timeintervalbetweenansweredcalls,sometimes alsoknownaswrap-uptime.Thisgivesagentstimetofinish the last call and prepare to take the next call.

Queuing is only available on fixed (geographic e.g.012001234)numbers.Bydefaultthisoption is not enabled.

2.14 Other Mobile Services

Thefollowingservicesarenotavailableon Vodafone One Net Express:

• 3GVideoCalling

• MobileFax

• Circuit-switchedDataServices.

2.0 UserFeatures


2.12 Voicemail

All calls to either your mobile or your fixed (geographice.g.012081234)numbercanalsobedepositedinasinglevoicemailbox–soyounevermiss a call. You can set this up during your site survey or you can call our customer services team.

• Fromyourdeskphone,dial1744+yourlandlinenumber (including area code) to retrieve your voicemail.Pressthe#keytointerruptyourgreeting, and then enter your password. Your site services engineer can pre-programme one of your quickdialbuttonsonyourdeskphonetoconnectto your voicemail.

• Fromyourmobilephone,dial171toretrieve your voicemail.

2.13 Roaming

Fromyourmobileonly,youwillbeabletomake and receive calls while roaming (subject to overseas network availability).

• Itshouldbenotedthatshortcodeextensiondialling is not available while roaming.

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Company Features

We also offer you additional features such as HuntGroupsandAutoAttendantfunctionalityacross multiple users in your company.

3.0


3.1 Auto Attendant

Auto Attendant allows your incoming callers to select a department or individual through an interactive voice promptmenu.Thisfeatureisgenerallyusedinconjunction with your main published company number.

Theannouncementwouldtypicallycontainacompanygreeting:e.g.“WelcometoCompanyX, ForSalespress1,ForSupportpress2,Forallotherdepartmentspleasepress3.”Amaximumofnineoptions can be used.

An Auto Attendant can only exist on company level numbers and by default is not enabled unless requested.Customersmustdefinetheirrequired Auto Attendant text at the time of site survey. Thiscanbechangedontheonlineselfservice.

3.0 CompanyFeatures

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3.2 Hunt Groups

HuntGroupsenableagroupoflinkedOneNetExpress users to be contacted via a single number. Forexampleasalesteammayhaveasinglephonenumber that will ring all the sales staff within the groupinapredefinedsequence.

Youcanhaveamaximumof20usersinanyHuntGroup.ItispossibletohavemultipleHuntGroups, each with their own telephone number and these can beconfigureduniquelyintermsofuserswhoformpartoftheHuntGroupandhowtheHuntGroup‘hunts’.

Pleasenote:IfyourequireHuntGroupsfunctionality,this will be set by default to ring all users

simultaneously as detailed below. If the call is not answered it will be forwarded to the voice mailbox of a nominated account user.

Once One Net is set up you can change your settings via the Online portal or call customer serviceson1907.

3.2.1 Four Types of Hunt Group

• Simultaneous

- AllphonesintheGroupringatthesametime.

• Sequential

- Calls are delivered in a fixed order always starting with the first available person on the list.

• Circular

- Calls are delivered in a fixed order, starting with the first available person on the list. Subsequentlythenextincomingcallerwillbesent to the next person on the list beginning from where the last call was answered.

• MostIdle

- ThisisdesignedtobemostequitableinsharingcallsaroundaGroup.AssoonasaHuntGroupcalliscompleted,thentheOneNet Express user moves to the bottom of the HuntGroupinashufflingfashion.Thenextincoming call goes to the user who has been idle the longest.

3.2.2 Hunt Group Identification

WhenacallisreceivedfromaHuntGroupthecallingnumberwillbeshown.ThisnumberisuniquetoeachHuntGroupinyourcompany.Thisallowsyoutoidentify and answer incoming calls appropriately for the number your caller has used.

WhenyoureceiveacallfromaHuntGroupthenumber stored in your received/missed call list willshowtheHuntGroupcode.

3.2.3 Voicemail in a Hunt Group

Ifacallisnotansweredwhenthehuntingsequencehas completed (i.e. no one was available to answer the call), the incoming caller will be sent to the voicemail of a nominated person in your company. Tochangethenominatedperson,pleasecontactCustomerServices.

ThenominatedpersonreceivingHuntGroupcallsintotheir voicemail should consider recording a generic company-type greeting rather than a personal one.


3.3 Recorded Messages Options

Therearethreetypesofrecordedmessageoptionsavailable, which are all configurable to your company’srequirements.

3.3.1 Auto Attendant Recordings

You can create your own message for your Auto AttendantviaaTexttoSpeech(TTS)optiononly. Thisusesspeechrecognitionsoftwarethatconvertstext to natural-sounding voice.

3.3.2 Welcome Messages

Users can choose to play a Welcome Message which a caller will hear when they call their business. A Welcome Message is different to an Auto Attendant service as callers will not be presented with further options to direct their call around the business.

A Welcome Message will simply answer the call and inform the caller to hold the line while their call is passed through the business. A typical Welcome Messagewillbe:“Welcome,pleaseholdtheline whileweconnectyourcall.”

Welcome Messages can be customised and recorded by customers using a real customer voice or sound filesuchasacompanyadvert.Texttospeechisnotusedinthisinstance.BydefaultVodafoneappliespre-recorded welcome messages, but you can choose to have no Welcome Messages and simply apply ringing to your configuration.

3.0 CompanyFeatures3.3.3 Music on Hold

When a customer calls your business they can firstly hear your Welcome Message and then hear Music on Holdwhiletheyarewaitingtobeconnected.YoucaneitherusethedefaultMusiconHoldoryoucanupload your own piece of music via the service desk.

3.3.4 Recording Process

1 Connect a microphone to your PC, preferably one with headphones so that you can hear the recording without any other ambient noises. You should ensure that there is no background noise in your recording. Note:Seepage14forinstructions.

2 Start Windows Recorder software. You should find this in the ‘Start’ menu, ‘All Programs’ under ‘Accessories’, ‘Entertainment’.

3 In the Sound Recorder window, select ‘File’ and ‘Properties’. You can now set the Audio Format by selecting 11.025KHz, 16 Bit, Mono. You can save this using ‘Save As’, suggested name ‘Welcome Message’. Note: when you nextopenSoundRecorderyouwillneedtoreselectthecorrectAudioFormat.

4 To change the recording volume level, select the ‘Edit’ menu, then ‘Audio Properties’ and then ‘Sound Recording’. You may need to experiment to get the right sound level. Try starting at about the midpoint.

5 Now press the red record button. Record your announcement. Once recorded press ‘Stop’ and then go to the ‘Start’ of your recording and press play to review.

6 Now you have your announcement recorded you will need to contact our Customer Services team:

Please email the .WAV file to [email protected]

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3.0 CompanyFeatures3.4 Sample Transcript and WAV File

“WelcometoWorldWideTravelLtd.OuropeninghoursareMondaytoFriday8.30amto6pmandSaturdaysfrom9amto4pm.”

3.5 In Call on Hold

Once a call has been answered and placed on hold, youwillheartheOnHoldtone.Thistoneispredefinedon the network, and there is no facility to customise it.

Theannouncementfilemustberecordedandsavedasa.WAVfileusingthefollowingaudioformat:16bit,11KHz,Mono.ThefollowinginstructionswillguideyouthroughtheprocessusingaWindowsPC;however you can use any computer/software you like to record your announcement.

It is recommended that you do not use the microphone built into a computer/laptop as these tend to pick up background noise from the computer’s fan and hard disk. A microphone such as one built into a headset has been found to produce good results.

Diagram is a visual representation of how to access the sound recording functionfromyourWindowsPC.

All Programs

Volume Control

Windows Media Player

Sound Recorder

Accessories

Entertainment

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One Net Express Portal– Customer Training

On the day of set-up you will be trained by VodafoneSiteServicesinthebasicfunctionsofthecustomerOnlineSelfServicePortal.ThiscustomerPortalisagraphicaluserinterfaceaccessible via the web which allows you to provision and configure features of your One Net Express phone system. You will be trained in how to change some core features of the system, but additional services can be enabled by our specialist One Net Express supportteam.Forfurtherdetailsyoucan refertotheOneNetExpressOnlinePortal UserGuide.

4.0

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Feature Description

Mobile and Landline Phone Number

Each user will have a single mobile device, which can have both a mobile and a landline phone number, allowing users to decidewhichnumbertopublishtocustomersandadvertise,whilstnevermissingacall(e.g.0871122333and016354455willbepaired).Usersmaychoosetoretainexistingnumbers,fixedormobile,orordernewonesifrequired.

Call ForwardUserscanconfigureCallForwardingrulestoensurecallsaretreatedcorrectlywhentheyarenotavailable,busyornotreachableand also to apply different treatment to specific numbers, or at different times of the day (e.g. a user may define that during office hours the landline number is connected, but outside of hours is diverted straight to voicemail).

Caller Line IdentityUserscancontrolwhethertodisplaytheirfixedormobilenumbertopeopletheycall.Settingscanbeappliedtoallcalls,oradjustedonapercallbasis.Bydefaultalluserscallingfromthedeskphonewillappearasalandlinenumberandallcallsfromamobile will appear as a mobile number.

Call WaitingCall Waiting indication is activated by default so that users can choose to move between calls ensuring that important calls are not diverted straight to voicemail.

Call Transfer

CallTransferallowsuserstotransfercallstosomeoneelse,asintraditionalPBXsystems.Thisfeatureishighlydependentonthespecificmobilephonehandsetavailable;manyNokiassupportthisfeatureinthedevicemenus,somedevicesrequireaspecificsequenceofdigitstobeentered,andsomecannotsupportthefeatureatallduetodevicelimitations.TheiPhonedoesnotallowthis feature.

Call HoldTheCallHoldfeaturecanbesupportedbyallmobilephones.ThisfeatureisalsorequiredtoinstigateCallTransferandpersonalconferences.

Conference Call All desk phones allow an ad hoc personal conference to be created with up to seven parties connected together on a single call.

Single Voicemail Box

Calls which are made to either the landline or mobile number can be stored in a single common voicemail box, allowing for easy retrieval.

VodafoneOneNetExpress‘User’FeaturesAll features are configured at set-up by Vodafone site services. Customers can make changes via our service desk , or via your customer portal.

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Feature Description

Incoming Call Barring

CompanyaccountadministratorscandefineincomingCallBarringrulestopreventnuisancecalls.Rulescanbeappliedtospecificnumbers,users,groupsofusersorthewholecompany.Bydefaultnobarringisappliedtoanyuser.

Outgoing Call Barring

OutgoingCallBarringcanalsobeconfiguredandcanbeappliedtospecificnumbers,users,groupsofusersorthewholecompany.Thisallowsadministratorstorestrictdialleddestinations–forexamplepremiumrate,internationalcallsandsoon. International and premium rate calls are barred by default from One Net Express desk phones.

Company Main Number

Thisfeatureallowsacompanytodefineaspecificmainnumberwhichcanbeusedinadvertisingliteratureandonsignageforexample.Thisnumbercanthenbedirectedtoringonaspecificuser’sphone,orifrequiredseveralusersinaHuntGroup.Company numbers are not connected to specific users directly.

Auto Attendant

TheAutoAttendantfeatureprovidessmallbusinesseswithanautomatedsecretarystyleofservice,whereallinboundcallsareautomaticallyansweredbyapre-recordedmessage(Texttospeechonly),allowingcallerstoselectfromanyofuptonineonwardroutingselections(e.g.“WelcometoA.N.OtherLtd,tospeaktosalespress1,forsupportpress2,toleaveamessagepress3…”).AutoAttendantcanonlyexistoncompanylevelnumbersandbydefaultisnotenabledunlessrequested.

Hunt Group

Thisisagroupofuserswhocanallbereachedonasinglecontactnumber,forexampleasalesorsupportteam.BydefaultallHuntGroupswillbeconfiguredtoringallusersatthesametime,called‘simultaneousmode’,butoncethesystemisinstalledadministratorscanselectsequential,circularormostidleringingpatterns,whicheversuitsbest.Upto20userscanbeina HuntGroup.

Music On Hold Allcallerswhoareplacedonholdorareheldinaqueuecanhearmusicinsteadofsilenceoratone.

VodafoneOneNetExpress‘Company’Features

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©November2012.VodafoneLimited.VodafoneandtheVodafonelogoaretrademarksofthe VodafoneGroup.Otherproductandcompanynamesmentionedhereinmaybethetrademarksorregisteredtrademarksoftheirrespectiveowners.Theinformationinthispublicationiscorrectatthetimeofgoingtoprint.Suchinformationmaybesubjecttochangeandservicesmaybemodified, supplemented or withdrawn by Vodafone without prior notice. All services are subject totermsandconditions,copiesofwhichmaybeobtaineduponrequest.

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V5102C00776 One Net Express USER GUIDE AL V8 - vodafone.ie

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