Related Manuals for Polycom Business VoiceEdge
Summary of Contents for Polycom Business VoiceEdge
- Page 1 FOCUS ON YOUR BUSINESS, NOT YOUR BUSINESS COMMUNICATIONS. Welcome to Comcast Business VoiceEdge ™...
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Page 2: Table Of Contents
Table of Contents Welcome to Comcast Business VoiceEdge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 ™... - Page 3 Business VoiceEdge Auto Attendant . . . . . . . . . . . . . . . . . .
- Page 4 More Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58–59 Business Level Support .
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Page 5: Welcome To Comcast Business Voiceedge
Plus, you get unlimited nationwide direct-dial calling for your office . Enhancing features have never been so accessible . With Business VoiceEdge, you can access features in three convenient ways — the Telephony Toolbar* available on your desktop integrated with Microsoft... -
Page 6: Quick Start: Voiceedge Common Basic Features
Quick Start: VoiceEdge Common Basic Features Get familiar with your new Business VoiceEdge service and phones by reading this quick start section . Introduction to Your Phone The Business VoiceEdge service comes with Polycom IP Phones . Please refer to the diagrams below to get ®... -
Page 7: Placing A Call
Voicemail Set Up Comcast Business VoiceEdge voicemail enables you to manage your time without missing your calls . Callers can leave a message while you’re on the phone, off-site, or just need phone-free time to focus on a project . -
Page 8: Listening To Voicemail
. Call Transfer Business VoiceEdge allows users to quickly and easily transfer callers to the appropriate party . Users have the option to blind transfer or transfer with a consultation . Blind transfers send the caller to a coworker without knowledge of the call, while a consultative transfer allows the coworker to talk with the destination party prior to transferring the call . -
Page 9: Quick Start: Voiceedge Common Advanced Features
Downloading the Telephony Toolbar The Telephony Toolbar is a tool that gives you quick access to many of your Business VoiceEdge functions and features . The Toolbar is available through an online download and installs to your browser and Microsoft... -
Page 10: Dialing From The Telephony Toolbar
Speed Dial Business VoiceEdge includes functionality for Speed Dial 8 or Speed Dial 100 . Speed Dial 8 is used for programming up to 8 telephone numbers into your phone for quick dialing using single digits . Speed Dial 100 does the same as Speed Dial 8, only it stores up to 100 numbers and you dial them using two digits . -
Page 11: Be Anywhere
To use Speed Dial 8: 1 . Lift the receiver and listen for the dial tone . 2 . Press the digit (2 through 9) that represents the number you wish to call, then press Note: Speed Dial can also be used on the Telephony Toolbar . Speed Dial 100 To set up Speed Dial 100 from your phone: 1 . -
Page 12: Voiceedge Mobile App
Make Business Calls from Your Mobile You can make calls from your mobile phone using your Business VoiceEdge business number as the calling line ID . From your mobile, dial your Be Anywhere portal number and wait for the dial tone . Once you hear the tone, dial the destination number or business extension . -
Page 13: Messages - On The Phone
To set up your new Comcast Business VoiceEdge voicemail service, follow these easy-to-use instructions . The first time you call into your Comcast Business VoiceEdge voicemail, you will be asked to create a new password and record your name to personalize the greeting that callers will hear when they reach your voicemail . -
Page 14: Managing Voicemail
Managing Voicemail When you access Comcast Business VoiceEdge voicemail by phone, you will be in the Main Menu . This menu will prompt you with a set of options to use in managing your messages . Once you’ve made a selection from the Main Menu, you will hear prompts to guide you through further options . -
Page 15: Using Your Voicemail Box To Forward Calls
Using Your Voicemail Box to Forward Calls If you are a Unified Communications seat user, you may use your voicemail box to activate and deactivate Call Forwarding options when you are out of the office or when your office phone is already in Call Forwarding mode . To activate Call Forwarding: 1 . -
Page 16: Messages - Online
Messages — Online With VoiceEdge, some feature management is only available through the portal, and this section will go through those features . 1 . From your browser, log on to http://hdvdmsweb.onvoip.net . 2 . You are on the Main Navigation Page . 3 . -
Page 17: Greetings
To be notified via email that new voicemail is waiting: 1 . From the Messaging Page, select “Voice Management” . 2 . Check the box for “Notify me by email of the new message at this address” . 3 . In the text box, enter the email address . 4 . -
Page 18: Distribution Lists
Distribution Lists Immediately broadcast a message to any combination of customers and colleagues with a Distribution List . You can create up to 14 different lists that will enable you to send bulk voicemail . To create a Distribution List: 1 . -
Page 19: Features - On The Phone
Features — On the Phone The features listed below are configurable through your advanced IP phone . Call Transfer Quickly respond to customers by transferring incoming calls to the appropriate party or to an off-site facility . To use Call Transfer: 1 . -
Page 20: Call Return
Call Return Call Return enables you to call the last party that called . To call back the last party that called, the user dials a recall feature access code . The system stores the number of the last party that called and attempts to connect the user to that party . -
Page 21: Do Not Disturb
Your phone will not ring until you deactivate Do Not Disturb . Extension Dialing Extension dialing speeds intra-office communications and several of the Business VoiceEdge features you will use are enabled by extension dialing . An extension is designated as the last four to six digits of any phone number in your account group . -
Page 22: Selective Call Rejection
To use Selective Call Acceptance: 1 . From the Incoming Calls Page, click “Selective Call Acceptance” . 2 . Select the appropriate title checkbox under “Active” and click “Apply” to activate . 3 . To deactivate, click the “Active” checkbox to turn off and click “Apply” . Selective Call Rejection Program your phone to act as a gatekeeper . -
Page 23: Features - Online And/Or Using The Telephony Toolbar
Features — Online and/or Using the Telephony Toolbar Downloading the Telephony Toolbar The Business VoiceEdge Unified Communications package includes a Toolbar that is fully integrated with Microsoft Outlook and Internet Explorer ® ® The Telephony Toolbar resides in Microsoft Outlook... -
Page 24: Using The Telephony Toolbar
3 . Services: Configure incoming call control features and/or voice messaging . 4 . Portal Login: Log on to the Business VoiceEdge portal from Internet Explorer or Firefox . 5 . Be Anywhere: Set up one number that rings all your phones; use the Be Anywhere voice portal to make and place calls using your office line while you are mobile . -
Page 25: Services Menu
Services Menu Anonymous Call Rejection: Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID . Callers without available caller ID are informed that the user is not accepting calls at that time . The user’s phone does not ring and the user sees or hears no indication of the attempted call . - Page 26 . Make Business Calls from Your Mobile You can make calls from your mobile phone using your Business VoiceEdge business number as the calling line ID . From your mobile, dial your Be Anywhere portal number and wait for the dial tone . Once you hear the tone, dial the destination number or business extension .
- Page 27 If someone dials your mobile number directly (instead of your VoiceEdge desk number that rings on your mobile device), you will not be able to move the call, since Be Anywhere and the Business VoiceEdge platform have no knowledge of the call .
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Page 28: Remote Office
Remote Office The Remote Office feature enables users to access and use their Business VoiceEdge service from any end point, on-net or off-net (e .g ., home office, mobile phone) . This service is especially useful for mobile workers, as it enables them to use all of their advanced features while working remotely (e .g ., extension dialing, transfers, conference calls, Outlook Integration, directories, etc .) . -
Page 29: Alternate Numbers
. Business VoiceEdge Customer Care can provision or update an Alternate Number . Once provisioned, you can see any Alternate Numbers provisioned to your main line on the Online Portal . -
Page 30: Call Forwarding Busy
Call Forwarding Busy When you’re waiting for a critical call, but still need to use your telephone, Call Forwarding Busy enables you to send all incoming calls to an alternate number when you’re using your line . Simply activate Call Forwarding Busy before making your call, or activate Call Forwarding Busy online while speaking if your call becomes unexpectedly lengthy . -
Page 31: Call Forwarding Selective
To deactivate Call Forwarding No Answer online: 1 . From the Main Navigation Page, select “Incoming Calls” . 2 . From the Incoming Calls Page, click “Call Forwarding No Answer” . 3 . Click “Off”, then click “Apply” . Your call activity will return to normal . Call Forwarding Selective Forward only those calls you don’t want to miss . -
Page 32: Call Notify
. Call Notify will send an email only when all of the pre-defined criteria are met . To set up Call Notify: 1 . Log on to Business VoiceEdge Online at http://hdvdmsweb.onvoip.net . 2 . From the left-hand side of your Main Navigation Page, select “Incoming Calls” . -
Page 33: Hoteling
Hoteling Hosts, your name does not appear in the list of available Hosts . Hoteling Host To enable your phone as host so that guests may use it, you will need to do so in the Business VoiceEdge portal, per the instructions that follow below . -
Page 34: Hoteling
To exit without saving, select another page or click “Cancel” to display the previous page . Hoteling Guest Users with Hoteling Guest assigned associate themselves with a Host via the Business VoiceEdge Online portal or the Voice portal . From the web portal, users select an idle Host and associate their service profiles with this Host . -
Page 35: Priority Alert
Priority Alert Priority Alert enables you to make your phone utilize a different ring tone based on pre-defined criteria . Use this service if you want to know when anyone from a specific company calls or any member of a group is working on a critical project . -
Page 36: Privacy
Privacy Use this menu item on the User — Profile page of the Business VoiceEdge Online portal to configure your privacy settings for Attendant Extension Dialing Privacy, Auto Attendant Name Dialing Privacy, and Phone Status Privacy . You can also choose which enterprise or group members can view your phone status regardless of your Phone Status Privacy setting . -
Page 37: Bria Softphone
The Bria Softphone from CounterPath is a powerful desktop application that, when integrated with your Comcast Business VoiceEdge service, is a feature-rich communications tool available with the Unified Communications seat . The Bria Softphone allows a user’s computer to act as their work telephone, whether you’re in the office or traveling . -
Page 38: Login
Login Installation and First Time Login 1 . Download the software from business.comcast.com/ getstarted . 2 . Install the downloaded software by double-clicking on the icon . 3 . Click next and finish the install by following the wizard instructions . 4 . -
Page 39: Placing A Call
Placing a Call You can use the Bria Softphone to place calls; there are many ways to place calls using the Bria Softphone . Method Where Instructions Dial a Number Call Panel Dial Pad 1 . If the Dial pad isn’t visible, press “Show or Hide Dial pad”... -
Page 40: Controlling Calls
Controlling Calls Raise or Lower Volume Click on the volume icon on the active call and either drag the volume up or down or use the arrows on your keyboard . Mute the Call Click on the microphone icon to mute your voice on the call . Turn On/Off The Speakerphone If your computer is equipped with a speaker phone, click the speaker icon to turn on or off . -
Page 41: Transfer A Call
Transfer a Call Click on the call transfer button to transfer a call . Clicking on this icon will put the caller on hold and change the window to allow you to enter in the party to transfer . There is a box to enter in a phone number or drag a contact into the box . Note: Click to dial in your group directory will not work as a transfer address, you’ll need to enter in the number in the transfer box . -
Page 42: Three-Way Calling
Three-Way Calling To add another caller onto an existing call for a three-way call, in the bottom right corner click the arrow and select “Invite to Conference Call” . A dial box will show up where you can either drag a contact to the box or type in the number . When your three-party call is established your Bria Softphone will show Conference Call: 3 Participants and list those whom are on the call in the active call window . -
Page 43: Voicemail
Splitting a Three-Way Call Click the arrow next to any participant and it will allow you to split the call or end the call with both parties . Upon splitting, one party will be active and the other will be on hold . Voicemail If your service includes voicemail, then when you have voicemail messages, an envelope icon will appear near the top of your Softphone and will indicate the number of voice messages you have . -
Page 44: Reception Console
Reception Console The Receptionist Console is a software based platform that allows your receptionist or office manager to manage calls with ease . This is an additional service that is provided in conjunction with Business VoiceEdge . This section includes information to get started with the Reception Console tool . For more detailed information, please also download the Reception Console user guide at business.comcast.com/getstarted . -
Page 45: Reception Console Overview
Reception Console Overview The Reception Console interface contains the following work areas: 1 . Switchboard panel 2 . Company Notes and Profile area 3 . Queue panel 4 . Contact Directory panel 5 . Alphabetical Index filter 6 . Options panel 7 . -
Page 46: Tech Admin
Music On Hold Comcast Business VoiceEdge enables a generic music stream for people to hear when on Hold in a Call Park scenario . If you would like a custom Music On Hold . w av file, please contact Customer Care at 800-472-4176 . -
Page 47: Call Pickup
Note: There is a one-time set-up charge for this feature . To have a Shared Call Appearance configured, call into the Business VoiceEdge Support Center with the following information: 1 . Which Unified Communications seat user requires the Shared Call Appearance? a . -
Page 48: Automatic Callback
Web portal . If you would like this feature activated or modified, please call 800-472-4176 . Business VoiceEdge Auto Attendant Auto Attendant ensures that incoming calls receive prompt, consistent and professional treatment . -
Page 49: Hunt Group - Automatically Handled
. Note: A Hunt Group is an INCLUDED feature of each Business VoiceEdge seat you purchase . If you require more Hunt Groups you may purchase additional Hunt Groups for a monthly charge . - Page 50 Types of Hunting Regular Incoming call Rings each user in the order they appear on the User List User 1 User 2 User 3 User 4 Simultaneous Incoming call Rings all users at once User 1 User 2 User 3 User 4 Circular Notes the last user to answer a...
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Page 51: Tech Admin
Directory Number Hunting This service allows users in the group to be called directly . When assigned to a Directory Number Hunting group, except for the Be Anywhere policy, the call is handled by the existing Hunt Group policies and the called user, if unavailable, is skipped . -
Page 52: Business Voice Continuity
Note: The forwarding phone number must be permitted by your outgoing calling plan . You can activate or change the phone number for this feature at Business VoiceEdge Online, or by using Feature Access Codes on your device . Business VoiceEdge Online activation of Call Forwarding Not Reachable: 1 . -
Page 53: Additional Business Voice Continuity Features
Additional Business Voice Continuity Features In addition to Call Forwarding Not Reachable mentioned previously, there are several other features that help ensure your business voice continuity . Options may include: For Users with Voicemail: • Voicemail to Email Integration: Receive voice messages in your email inbox on your computer or handheld device as a WAV file . -
Page 54: Privacy
Privacy Caller ID Blocking per Call You control when your business name and number appear on Caller ID . Caller ID Blocking enables you to block your business name and number from appearing on select calls you place . You may also want to employ Caller ID Blocking per Line so that EVERY call from a specific line is anonymous . -
Page 55: Billing Features
Opting in for automatic payments. Business VoiceEdge gives you the ability to opt-in for automatic payments . Automatic payments will charge your selected payment option once a month for the total amount of your bill . To sign up for automatic payments: 1 . -
Page 56: Call Detail Records
Call Detail Records Business VoiceEdge gives you the ability to see your detailed call records in different views through the use of reports . From your Ebill portal simply choose the Reports tab to view the following Billing Reports . -
Page 57: Billing Features
Support Center . International Calling Plans Business VoiceEdge offers three settings for international calling . This may be set by phone line or extension . It is important that you select the appropriate international calling option, as potential means to limit the expense, if fraudulent calls are made from your phone . -
Page 58: More Services
More Services Business Level Support Your dedicated Business Technical Support Team is available to assist you 24 hours a day, 7 days a week . To contact Tech Support, call 800-472-4176 . Directory Listings A simple directory listing in both the White Pages and Yellow Pages is included with your Comcast Business VoiceEdge service . -
Page 59: Ip Phone Information
Comcast at 800-472-4176 . • Comcast Business VoiceEdge uses the electrical power and Internet access in your office . You may not be able to make 911 calls if there is a power outage, Comcast experiences network or other technical problems, or your Internet service is suspended . -
Page 60: Useful Tips
Services may not be available in all areas . Additional charges will depend on the service requested . For prices, call your Business Customer Support Center . Feature Access Codes To view an available list of Feature Access Codes, navigate to the following location in the Business VoiceEdge portal . 1 . Log on to http://hdvdmsweb.onvoip.net . -
Page 61: Useful Tips
Feature Activation Deactivation Call Forwarding No Answer *61* Call Forwarding No Answer Interrogation Call Forwarding No Answer To Voicemail Call Forwarding Not Reachable Call Forwarding Selective Calling Line ID Delivery Blocking per Call Calling Line ID Delivery Blocking Persistent Calling Line ID Delivery per Call Call Park Call Park Retrieve Call Pickup... -
Page 62: Index
Index 3-Way Calling 8 Alternate Numbers 29 Anonymous Call Rejection 54 Auto Attendant 48–49 Automatic Callback 48 Basic Call Logs 48 Be Anywhere 11–12, 25–27 Block Calls 57 Bria Softphone 37–43 Business Level Support 58 Busy Lamp Field 47 Call Detail Records 56–57 Call Forwarding Always 29 Call Forwarding Busy 30 Call Forwarding No Answer 30–31... -
Page 63: Index
Diversion Inhibitor 58 Do Not Disturb 21 Domestic Dialing 60 Emergency Calls 59 Enhanced Directory Assistance 58 Extension Dialing 21 Extensions-Standard Seat 21 Feature Access Codes 60–61 Greetings 17 Hoteling 33–34 Hunt Group 49–51 International Calling 57, 60 IP Phone Information 59 Last Number Redial 60 Multiple Call Arrangement 47 Music On Hold 46... - Page 64 © 2013 Comcast. All rights reserved. BC BVE Rev . 10 . 1 3...
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