earthlink business - it, data, voice & internet services
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Proprietary and Confidential
EarthLink Business Hosted Voice Premium Seat User Training
1 Proprietary and Confidential
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Welcome!
• Welcome to Earthlink Business!
• This training will help you to get comfortable with your new Hosted Voice solution
• There are a vast number of features you can use with this new phone system that will help you to be more efficient in your day to day activities
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Where to Start?
• EarthLink Business has created a Getting Started guide to help you with the initial set up of your new solution – Includes how to set up voicemail greetings
• Additionally EarthLink Business has a guide specific to Premium Users to help with the installation of your CommPortal Assistant – CommPortal Assistant is a desktop application
that allows you additional control over your call handling
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Resources
• Customer Information Portal
– There are a number of resources posted to this website including phone guides and portal training
– www.earthlinkbusiness.com/hostedvoice
• CommPortal
– Online portal to manage your voicemail, contacts, and call features, i.e. Find-Me/Follow-Me
– https://voip.elnk.us
• Customer Care
– 855 352.2731
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Components of Solution
• Phone – There are several different phone options with the solution
– For information about your specific phone please go to the Customer Information Portal for the Quick Reference Guide that relates to your phone
• Voicemail – Access through both the phone, remotely, and through on-
line web portal
• CommPortal – On-line web portal that allows you to:
• Access your voicemail
• Set up voicemail to email forwarding or notification
• And many other options
• CommPortal Assistant – Desktop application that allows you to handle calls as they
are coming in through your desktop
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Voicemail
• Accessing Voicemail – From your IP Phone: Dial *99
– From outside the office: • Dial your telephone number
• When you get your greeting hit the * button
• You will be prompted for your PIN
• First Time Login – You will be prompted to take the following
actions: • Recording your greeting
• Record your name
• Change your PIN – Must be between 6 and 20 digits long
– Cannot be part of your telephone number
– Cannot repeat a single digit more than two (2) times
– Cannot be a sequence of numbers such as “123456”
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CommPortal
• CommPortal is an on-line portal that allows you to manage your communications from any place you have an Internet connection
• Allows you to take the following actions:
– Access your voicemail
– Set up voicemail to email forwarding or notification
– Change incoming call management, i.e. call forwarding
– Retrieve contact information
– See missed calls
– And many other options
• Please note many of the features you were able to use star (*) codes for previously you will still be able to use
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Logging into CommPortal
• Go to https://voip.elnk.us
• You will be prompted for:
– Number
• This is your telephone number
– Password
• This is the same as the PIN you use to login to voicemail
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Dashboard
• Most of your basic functionality sits right on the first page you see when you login
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Click-to-Dial
• You can make a call easily from your CommPortal
• Select the number you would like to call
– Either by entering the number
– Selecting the number from your contacts
• Select the number you would like to initiate the call from
• Hit Dial
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Messages & Calls Tab
• Allows you to navigate through voicemails – Typically you have to
listen to the voicemail that was left most recently, but with the web layout you are able to listen to the voicemails as you need
– Deleted Messages are kept on the last sub-tab
• View all calls through the portal or your IP Phone – Missed
– Dialed
– Received
– Rejected
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Additional Actions with Calls
Allows you to
Export contacts
from call lists
Allows you to
listen to voicemail
if caller left one
Allows you to
see if there are
any rules related
to the caller
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Contacts Tab
• Allows you to store contact information on portal for easily identifying callers within call lists and ease of use with the Click-to-Dial feature
• New contacts can be added manually or imported using a .csv file
• Use the export function to import contacts into applications like Outlook or Excel
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Additional Actions with Contacts
Import or Export
contacts from/for
other applications Edit or Delete
contacts
Search for
contacts within
your contacts
Create new
Contacts and groups
Your administrator
can set up extensions
and short codes for
you to easily contact
other users within your
organization
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Call Manager Tab
• One of the most powerful tools with your EarthLink Business solution is the Call Manager tab
• Allows you to control how calls to your number are handled
• Summary tab shows you what settings are currently being applied to your calls
– Summary tab also you to make basic changes to how your calls are handled
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Summary Tab
All calls will be automatically
forwarded to the number specified
Phone will ring normally
Send calls directly to voicemail
Handle calls based on
rules/scheduling set on tabs
Rather than caller going to
voicemail have call forwarded
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Rules Tab
Defines the Set of Rules that are
applicable to the option selected
from the left “Set of Rules” list
Lists the Rules that
are already
programmed
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Rule Options Continued
• 1- Distinctive Ring
• 2 - Call Forward to a Single Number
• 3 - Send Directly to Voicemail
• 4 – Message the Caller of Unavailability and Disconnect Call
• 5 – Screen Call Before Answering
• 6 – Find-Me/Follow-Me or Simultaneous Ring
• 7 – Screen Call then Find-Me/Follow-Me or Simultaneous Ring
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Find-Me/Follow Me & Sim Ring
At this point in the call
both phone will be ringing
at the same time
Tells system what to do if
no one picks up at any of
the numbers specified
Determines how long the
call will ring at the number
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Tips for Using Find-Me/Follow-Me
• If you are sending calls to a phone that has voicemail, make sure that you are not ringing the phone for so long that it goes to voicemail
• When using the Find-Me/Follow-Me feature callers will not be notified that the system is ringing alternate numbers
• The total length you should have the combine steps in your Find-Me/Follow-Me sequence should not exceed 115 seconds before rolling over to your voicemail – If it exceeds 115 seconds then the caller will not
be sent to your voicemail box
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Weekly Schedule
Allows you to set
schedules where your
rules will be the same
based on the time of day
and day of week
Easy to change: simply
select the period to
change then select
applicable times/days
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Special Days
• Allows you to specify days that should follow a different schedule then what is stated in the Weekly Schedule
• Typically this is used for Monday holidays where you would like your call handling to follow a weekend schedule rather than a weekday schedule
• Add Public Holidays will give you the option to input all US Federal holidays
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Apps Tab
• Allows you to download applications that will enhance your ability to manage your calls
• CommPortal Assistant is a desktop application that does a call ‘pop’ on your desktop when a call is coming in – Allows you real-time
capability to handle incoming calls
• Call Me is a button you can put on your email for your customers to easily call you back
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CommPortal Assistant
• EarthLink Business has created a guide specific to the installation of the CommPortal Assistant
– This guide can be found at www.earthlinkbusiness.com/hostedvoice
• When configuring your application you will be asked for several specific pieces of information:
– 10-Digit Phone Number: Your Telephone Number
– Voicemail PIN: Your PIN to get into CommPortal
– CommPortal URL: https://voip.elnk.us
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Settings Tab
• Allows you to customize your solution beyond the call management
• As simple as changing your password to changing the soft keys on your phone
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Account Tab
Change your PIN,
used for accessing
voicemail from a
remote call forwarding
number
Change the location
sent to 911 for
emergency dispatch
Change your
password, used for
both voicemail
through phone and
CommPortal access
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Calls Tab - General
Determines caller ID
preferences for
incoming and outgoing
calls
Calls Tab – Call Blocking
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Restricts the types of calls
that can be made from your
phone. If you cannot
unselect an option then this
has been by your
administrator
Calls Tab – Call Me
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Allows customer to
enable or cancel all “Call
Me” Buttons
Messages Tab
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Setup automated
voicemail-to-email
preferences
Determine email
address to forward
messaging to
Warning message
when Call Manager
Rules are enabled
Messaging Tab Continued
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Setup steps required when
logging into voicemail through
your IP Phone. Allows you to
skip having enter PIN or
listening to greetings.
Determines which greeting is
played to callers in various
scenarios
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Notifications – MWI Tab
Allows you to set up an
additional phone where
you would like the
Message Waiting
Indication to be sent
when a voicemail is left
Allows you to only set
the Message Waiting
Indicator to be sent if
the message is marked
as Urgent
Please note, one or the other must be selected, but both cannot be
selected on the same number.
Notifications – Email Tab
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Allows you to determine
which messages will be
sent to which email
addresses
Allows you to setup a notification to
multiple email addresses when you
receive a voicemail. This feature is
different from the Settings tab, as it is
ONLY NOTIFICATION
Notifications – Outdial Tab
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Allows you to setup a
notification to a phone when
you receive a voicemail. Lets
you specify what type of
voicemail and how often to
notify
Notifications – Override Tab
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Override your notifications
until a specified date.
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Reminders Tab
• Allows you to send a voicemail reminder to you with your recorded message
• Set the date and time when you would like to be notified, and record your message
• The message will then be sent to you at the date and time you selected
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Configure Phone
• Allows you to modify some of the keys on your IP Phone
• Once you click on the link “set keys” you will be directed to a new web page
• The view will show keys – BLUE if you are
able to modify the key
– RED if it is locked and
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Reminders Tab
• Allows you to send a voicemail reminder to you with your recorded message
• Set the date and time when you would like to be notified, and record your message
• The message will then be sent to you at the date and time you selected
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Phones Tab
• Allows you to modify some of the keys on your IP Phone
• Once you click on the link “Configure your phone” you will be directed to a new web page
• The view will show keys – BLUE if you are
able to modify the key
– RED if it is locked and
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Helpful Hint
The Help section is dynamic
based on what page you are
currently on, and has
additional information for
specific functions you may
be looking to do
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Additional Help
• Customer Information Portal – There are a number of resources posted
to this website including phone guides and portal training
– www.earthlinkbusiness.com/hostedvoice
• Customer Care – If you have questions that are not
answered in the attached presentation or the other materials on the Customer Information Portal then you can reach us at 855 352.2731