Starting with the Profile section, and ending with Call History. For information on browser-based calling, see the Attendant Console Overview and Webphone Overview. 

Profile Section

The Profile section allows you to make changes such as your email address, directory options, and password or voicemail PIN. 

While First Name and Last Name don’t require an explanation, you can modify them if you wish.

Timezone: This will affect the clock on your phone as well as your time frames. It is essential to match this timezone with the timezone in which you live. 

User's Scope: Only some user types have access to change scopes within the Client Portal. Learn more about User Scopes in this article. 

Directory Options: You can choose whether or not you can be found in your company's dial-by-name Auto Attendant directory by enabling “Announce in Audio Directory.” “List in Directory” will affect if you can be found in the Contacts tab.

Area Code: This is the default area code that your phone uses to do7-digit dialing and can be changed if desired. Whenever a seven-digit number is dialed, this area code will be added automatically.

Caller ID: This is the phone number shown when making outbound calls and cannot be modified by a Basic User. Only Office Managers and Resellers can perform this change.

911 Caller ID: The phone number entered here will display as the caller ID when making an emergency 911 call and cannot be modified by a Basic User. Only Office Managers and Resellers can perform this change.

Under the Change Account Security sub-section, you can change your email address, add new ones via the green + icon, and change your client portal password.

Finally, in the Change Voicemail PIN sub-section, you can change your PIN without knowing the current one. 

Home Tab

The Home section is designed to give you fast access to the most important and frequently viewed information. There are four components of the Home section:

• New messages
• Recent call history
• Active answering rule
• Active phones

New Messages

Voicemail messages only display here if your messages are configured to appear in the client portal and on your physical phone. If your voicemails are configured to be sent to your email (i.e., unified messaging), this section will always say “No new messages.” 

Recent Call History

Quickly see your most recent inbound, outbound, and missed calls. Most recent calls are listed at the top.

Active Answering Rule

This section displays which answering rule is currently active and what features that rule has in place. You can change your active answering rule here, by clicking Active Answering Rule in light gray above your current answering rule.

To see the Time Frame your active answering rule is currently using, you can hover over the answering rule name.

Active Phones 

This area will show you all of your online devices. Note that if you have phones that are offline, they will not appear in this box.

Messages 

You can locate voicemail messages and message settings in the tab bar of your client portal.

There are three tabs on the right side, Messages, and Settings. 

Under the Messages tab, you can see all of your recent messages only if your voicemails are configured to keep messages on your phone/the client portal. If voicemails are configured to go to email, no messages will display in this section. 

(Voicemail) Settings

The Settings tab gives you access to all the features offered for voicemail preferences.

Inbox: Organize how you want your messages to be displayed.

Greetings: Record, upload, and change your current voicemail greeting.

Unified Messaging: Enable email notifications to have all your voicemails sent to your email rather than keeping them on the client portal and your physical device.

Send email when mailbox is full: This only applies if you do not have voicemail-to-email enabled.

Send email after missed call: Get an email notification if you miss a call, and they do not leave a message.  

(Voicemail) Inbox 

The following options are only applicable if you choose to leave messages on the client portal and your physical device:

Sort voicemail inbox by latest first: Sorts by latest voicemail first.

Announce voicemail recorded time: A greeting announces the time the voicemail was received before playing back the message.

Announce incoming call ID – a greeting announces the caller’s ID before playing back the message.

Operator Forward – applicable to both voicemail delivery method options. If you want to configure an alternate extension for a caller to reach, the caller leaving a voicemail can press zero“0” to be forwarded to the extension specified. You must let callers know they have this option as the system itself will not. 

(Voicemail) Greetings 

Voicemail Greeting: This is where you can record and manage your voicemail greetings. If you have multiple voicemail greetings, click on the drop-down menu to select which greeting is set to play.

Managing Greetings: Gives you access to all the recorded greetings,  including information about the greeting, such as the greeting name and duration.

Recorded Name: It is only necessary to record your name if your company uses the Dial-By-Name Directory feature. 

Greeting Iconography 

●     Listen to a greeting.

●     Download a greeting as a .wavfile.

●     Manage greetings.

●     Edit a greeting.

●      Delete a greeting.

Unified Messaging (voicemail-to-email)

Here you can control where voicemail messages are delivered. One of the following two options must be selected.

Note: Selecting both methods is not possible. 

1.    Send w/ attachment (move to trash) – deletes voicemail messages off the client portal and your physical device and delivers messages to the email address that is in your profile.

2.   None – Messages remain on the client portal and your physical device until the User manually deletes them. Users can access the voicemails from their phones by dialing *98 and entering their PIN.

Contacts 

You can locate your contact list in the tab bar of your client portal or the bottom pop-up on the right side.

Under the Contacts tab, you can easily access all of your contacts. Your contacts are displayed by name, phone number/extension number, status (online/offline), and department. 

You can search for a contact using their name or extension and filter contacts using the drop-down menu. Starred contacts are saved as your “favorites.”

You can also add your own custom contacts via the Add Contact button.

Contacts Tab

When you are not in the Contacts section of the client portal, you can access your contacts by clicking on the contacts pop-up tab at the bottom right corner of the screen. The arrow pointing to the right pops the contact list into a new window. You can keep that window open after you navigate away from the client portal. 

Or, you can press the Pop-Out button on the right side.  

Once in the Contacts Pop-out window, contacts can be organized by clicking on the blue text above the contact list and selecting one of the following filters: online, extension, last name, or first name. 

You can enter a status message that appears directly under your name so the rest of your organization can view it. These messages will remain under your name until they are deleted. 

Contact availability is indicated by colored circles. 

●       Contact is available

●       Contact is unavailable/on the phone

●       Contact's phone is offline

●       Contact has DND (Do Not Disturb) enabled 

Answering Rules  

You can locate Answering Rulesin the tab bar of your Client portal. In this section, you can create various answering rules that will change how calls are directed and forwarded at different times.

Answering Rules must be used in conjunction with Time Frames. If you do not have a corresponding time frame already in place, you cannot create a new answering rule. The client portal will inform you if you have an answering rule that has a deleted time frame. In the next module, you will learn more about Time Frames. 

Answering Rules Iconography 

●        Edit a greeting or answering rule.

●       Add a number or extension.

●        Delete an answering rule.

General Answering Rule Options 

Within the Answering Rules tab, you can easily access, edit, and delete any answering rules currently in place. 

You can change your ring duration before the timeout by clicking the drop-down menu between “ring for” and “seconds.” This will affect how long the phone rings before going to voicemail. This value is also important if you are forwarding your calls to a cellphone or personal landline.

Decreasing the duration will give you less time to answer the call but will ensure that your business voicemail is activated if the call is unanswered.

Increasing the duration will give you more time to answer the call but may activate your personal voicemail if the call is unanswered.

By dragging answering rules using the arrow buttons on the left side, you can arrange the priority in top-down order. Whichever answering rule is currently active will have the active tag next to its name. It's important to know that the order of the answering rules matter. You should always have the answering rule with the most specific timeframe at the top.

Now the answering rule with the Office Hours Time Frame is active because it is above the Default one. The answering rule with the Default Time Frame will automatically activate once the Office Hours Time Frame expires. 

The icons on the right side allow you to edit or delete answering rules.

The Block button gives you access to a pop-up window where you can block a specific number or block all anonymous/unknown incoming calls. 

Adding and Editing Answering Rules 

Whether you are adding a new answering rule or editing an existing one, the pop-up window is the same. 

Answering  Rule Options 

Time Frame: Select a preexisting time frame and link it to this answering rule.

Enabled: Enables or disables the current answering rule you are viewing or creating. 

Do not disturb: Blocks all calls going to your extension and sends them directly to your voicemail box. If you have Do not disturb activated, you will not be able to select any Call Forwarding or Simultaneousring options.

Call Forwarding: Calls will forward to a specified extension, number, or phone. You can configure call forwarding based on the following:

Always: This option will bypass your primary physical device and send calls directly to the extension or phone number you have entered. Please note that you need to enter 10 digits without spaces, brackets, or dashes when entering an external number.

When busy: While visible, the “when busy” option is not available for use for individual answering rules as you will never have a busy signal with us. This option is visible as it can be used when managing answering rules for queues and other features.

When unanswered: This option will ring your physical phone first and send calls directly to the extension or phone number entered if you don’t answer. When entering an external number, you need to enter 10 digits without spaces, brackets, or dashes. 

SureAnswer: This option will only forward a call if your physical phone goes offline due to a power outage, internet outage, etc. This feature is often used in conjunction with a mobile phone.

Simultaneous ring: You can configure multiple devices to ring at the same time to ensure you never miss a call. You can configure simultaneous rings based on the following: 

Include user’s extension: Ensure your primary extension is included if you want your phone to ring.

Ring all user’s phones: Select this if you have multiple phones associated with your extension. This includes softphones and mobile apps. 

Enable SmartAnswer: Used to configure an external phone number that will ring at the same time as your physical phones. When you answer a call, you will first hear a prompt asking if you want to connect to the caller or not. You can press 1 to answer or hang up to reject the call. If you reject the call, the caller will be sent to your business voicemail rather than your mobile voicemail.

Extension, number, or phone: You can enter an additional extension or phone number along with your personal extension. You also have the option to add a ring delay. The green plus button will add additional fields if you want to enter more numbers.

When selecting another extension, there will likely be three main options to choose from: 

User: If you select another user’s extension, the call will follow that user’s personal answering rules (the call may be forwarded again).

Phone: If you have multiple devices configured, you may want to forward calls to an additional extension. Each additional device is associated with an extension followed by a letter (i.e. 501m for your mobile phone). Your primary device will never have a letter. If a call is sent to an additional device and is not answered, it will be transferred back to your primary extension's voicemail. 

Voicemail – if selecting an additional extension’s voicemail, the call will be sent straight to voicemail without ringing any of your devices. 

Time Frames 

You can locate the Time Frames section in the tab bar of your Client portal. Times frames allow you to choose what happens based on a date range, or a time. There are three types of TimeFrames you can choose from in addition to your default Time Frame:

• Always
• Days of the week and times
• Specific dates and ranges

NOTE: It is important to remember that once a Time Frame is created, you cannot edit the name. Aim to name your Time Frames, so they are easily recognizable when you are creating answering rules. 

The Default Time Frame 

The default Time Frame becomes active whenever you do not have a Time Frame currently in place. For example, if you set a work-week Time Frame to be 9:00 a.m. to 5:00 p.m. from Monday to Friday, your default Time Frame becomes active during the week from  5:01 p.m.to 8:59 a.m. the next day, and all day during the weekend.

Always 

“Always” includes all times of every day. This option is ideal if you need an answering rule turned on/off at irregular times. For example, if you don’t have set lunch hours. 

Days of the Week and Times 

"Days of the Week and Times" allows you to select the days of the week, as well as the start and end times per day. The blue bars indicate the active period, and whatever is not in blue is considered your default Time Frame. The screenshot below demonstrates the average office worker's work hours. 

Specific Dates or Ranges 

"Specific Dates or Ranges" allows you to select specific dates or a date range, including by-the-hour or even by-the-minute ranges. If you want a time range within one day, select the same period for both calendar fields.  

Phones

The Phones tab displays all the information on any device associated with your extension. 

You can locate the Phones section in the tab bar of your client portal. This section displays which phones are connected to your extension.

   A phone that is properly configured and turned on will have a green circle with a checkmark beside it.

  A mobile app device that is not online but running in the background and ready to activate when a call comes in will have a green circle with an arrow beside it.

  A phone that is configured but not turned on will have a red circle with an X beside it.

Phones are listed by connection, name, device type, IP address, MAC address, and line number. 

If you have multiple devices, multiple extension numbers are listed with a letter after the number (e.g., 200b, 200c). The device configured to the extension with no letter (e.g., 200) is considered your primary device.

Call History 

You can locate your Call History in the tab bar of your client portal. All users have access to their personal call history. 

The call history list contains the call type, the number of the caller, the name of the caller, the date and time the call occurred, and the duration of the call.

The default number of calls displayed is 15, but you have the option to set the calls-per-page to 25, 50, or 100. You can navigate through pages by either clicking the page numbers at the bottom or scrolling through pages using the arrow buttons. 

Call History Iconography 

●        Incoming Calls

●       Outbound Calls

●       Missed Calls

Call History Filters 

Using filters will save time tracking, searching, and managing your call history. Any filters in use will be displayed next to the Filters button. 

The date range (From-To): Refine your search by entering a specific time range using the “from” and “to” calendars. The maximum range is 16 days.

Caller number: Refine your search by entering a specific caller’s number.

Dialed number: Refine your search by entering a specific outbound number.

Call type: Refine your search by selecting a call type: inbound, outbound, missed, ext to ext (internal calls), and off-net (external calls). 

Exporting your Call History 

You can export call history as a .csv by clicking the Export button.  If you want to export a filtered call history, apply your filter before exporting.

Attendant Console

The Attendant Console is useful for anyone who is regularly transferring calls.  

Access the Attendant Console 

From any page of the client portal, click the blue AttendantConsole Link at the top of the page.

 There are 4 sections within the Attendant Console, as well as the dial pad and active calls.

●      Contacts 

●      Call Queues

●      Auto Attendants

●      Call Parking 

Contacts 

The Contacts section displays all the contacts you have saved in the Contact section of the client. You can:

Search contacts by name or extension,  filter through departments, and create groups.

Call Queues

The Call Queue section displays all the call queues in your organization. By default, it is sorted from the queue with the most-to-least available agents, however, you can also sort by name and extension number. 

While on a call, you can drag and drop to place the caller in an extension queue in the list. 

Auto Attendants 

The Auto Attendants section behaves in a similar way as the Call Queue section. Auto Attendants are listed by name or extension.

While on a call, you can drag and drop to place the caller into an Auto Attendant, so they can hear the pre-recorded options available to them.   

Call Parking 

The Call Parking section allows you to place a call on hold without taking up a line on your phone while giving other people the opportunity to go retrieve the call. You must have pre-existing call parks enabled for this section to populate with call parks; otherwise, this section will be empty.