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Schedules in the Voice Management Portal Schedules are used to trigger call routing events in BroadSoft. Special rules guide how schedules appear and function. When you log in, you will be at the group level.  Create Schedules Go To: Profile > Schedules On the Schedules page, you will immediately see a list of group level schedules. To add a new schedule, press the Add button. Enter a unique name in the box and press OK to save this and begin to modify this new schedule. Back on the Schedules Page, you can see the newly-added schedule name. However, the new schedule has no events – it is empty. Press Edit to see more details and configure it. Add new events with the Add button. Once you are on the Event Add page, you can add an event to the schedule. Give the event a unique name. Set the start and end date and time of the event. Or set the event as an all day event. Frequently, the schedule events will need to repeat. The drop down menu will allow you to set the recurrence pattern. Decide when the repetition will end. Quite often this is never. When you have entered the event details, press OK to save and return to the Schedules page.     ... View more

Shared Call Appearance allows administrators to allocate additional devices or lines to you. These devices or lines also ring just like your primary phone. You cannot add or remove these devices or lines.    Go To: Call Control > Shared Call Appearance         ... View more

Manage Auto Attendants in the Voice Management Portal   Auto Attendants are a type of Call Distribution that gives your caller a menu of choices to decide where to go. When you log in, you will be at the group level. Call flow settings are typically found in Services. Press Services on the left hand side to go to the services section. Auto Attendants are found in the Basic column. On the Auto Attendant Page, you will immediately see a list of all group-level hunt groups you have. It is highly likely you had one or more in place at the time of activation. To view and edit one of your existing Auto Attendant, press the Edit link to get more information about this group. The logical path used to decide which menu to play in an auto attendant is as follows:  IF [time = Holidays] THEN “Play After Hours Menu” IF [time = Business Hours] THEN “Play Business Hours Menu” ELSE “Play After Hours Menu”  Addresses When editing the Auto Attendant, the Addresses link lets you manage the incoming number and internal extensions. The drop-down list shows the available direct inward dialing numbers available for this service. Select one if you want callers to directly dial into the Auto Attendant. Assign a two to five digit extension for this auto attendant, which will make it accessible internally via transfer or other service. When satisfied with your adjustments, save them with OK and return to the previous screen. Announcements Back on the Auto Attendant Profile page, the Profile action menu will take you to the Auto Attendant Profile page, where you can adjust several parameters. Back on the Auto Attendant profile, select Announcement Repository to go to the Announcement Repository page.  On the Announcement Repository page, you can find your files by selecting Search.  Add new announcement files with the Add button. Modify Auto Attendants The Profile link will take you to the Auto Attendant Modify page, where you can the basics of the auto attendant. The auto attendant is named here. Outgoing Calling Line ID first and last name and outgoing phone number can be placed here. Select the time zone and language. The Business Hours drop-down menu will have any of your custom schedules, it also has “Every Day All Day”, which means all calls coming in will use the business hours menu without regard to time of call.  You can get more detail about Schedules here. You can designate a holiday schedule, as well. These are built like regular schedules but are labeled Holiday. When calls come in, if they are either outside of business hours or within the holiday hours, they will use the after-hours menu. Otherwise, they use the Business Hours menu. You can get more detail about Schedules here. Designate when calls are sent to the operator after a set time of inactivity.   Assign Attendant Menus Select Menus from the left hand side to go to the Menus section. There are two menus available for a basic auto attendant – the business hours and the after hours menus. Select the menu to edit. You can either keep the default greeting, or select Personal Greeting and then select one of the audio files you added previously in the Announcement Repository. Next, you can enable the ability to directly dial extensions at the first level. You may have heard of this before with announcements such as “if you know your party’s extension, you may dial it at any time.” Finally, you will be able to add actions to the available keys with these selections. For each keypress you wish to enable, add a description of its function for easy troubleshooting later. Auto Attendant Actions The actions available to the auto attendant buttons are found in the drop-down menu. The no action setting is first. A button with this action will do nothing if pressed. Transfer with prompt will transfer to the extension or phone number in the action data column after a computer generated announcement. Transfer without prompt does the same thing without the announcement. It simply begins ringing. Transfer to operator works like Transfer with prompt, but designated this extension as the Operator for the purposes of inactivity transfers Name dialing reaches an IVR that asks the caller to input three letters of the party’s name to help find them. Extension dialing reaches an IVR that allows the caller to input the extension. This is unnecessary if the First Level Extension Dialing has already been enabled Transfer to mailbox is yet another IVR, this time sending the caller directly to the voice portal of the extension they enter Play announcement will play another chosen audio file then return to the main menu Repeat menu plays the main announcement again Exit will disconnect the call.   Advanced Auto Attendants The Advanced Auto Attendant product offers a few upgraded features to the basic model.  The logical path used to decide which menu to play in an advanced auto attendant is as follows:  IF [time = Holidays] THEN “Play Holiday Menu” ELSE IF [time = Business Hours] THEN “Play Business Hours Menu” ELSE “Play After Hours Menu”  Menus: The advanced auto attendant has separate menus for after hours and holidays.  Sub-menus: Within the menus, advanced auto attendants can have up to two levels of sub-menus. You will see the actions "Transfer to Submenu" and "Return to Previous Menu" to navigate through these levels. Each submenu acts like its own auto attendant, with its own audio file and actions separate from the parent menu.  ... View more

Set-Up Unified Messaging Go To: Messaging > Voice Management Voice Management allows you to specify how to handle your messages. Use Unified messaging if you want to use your phone to retrieve messages. You can also just choose to send the message to your e-mail and not use the phone for messaging. Note that the message settings here also apply to other types of messaging such as fax if enabled:     ... View more

Several guides videos for the Legacy Voyant Broadsoft platform Update Profile Information   Create Call Forwarding Rules   Enable Busy Lamp Fields   Set Up Unified Messaging   Call Waiting   Modify Shared Call Appearance   Speed Dialing   ... View more

User Information in the Voice Management Portal   Log into the BroadSoft Portal Select Profile from the left hand menu Select Profile from the Main section Make changes on the Profile Page Press OK to save and exit or Press Apply to save and remain on the page ... View more

Recording Guide for Meet-Me This is available in the Broadsoft client only   Go To: Meet-Me Conferencing > Conferences > Edit your Conference Bridge > Profile tab > Launch Moderator Client 1. In the Moderator Client, click the red Record icon. 2. After the call, go back to Meet-Me Conferencing and select Recordings. 3. Your recordings are saved here in .wav format ... View more

Managing Announcement in the Voice Management Portal Your Announcement Repository holds all custom announcements for your services. It provides the capabilities to List and Delete Announcements, Add Announcements, and Modify Announcements. To List and Delete Announcements Go To: Profile > Announcement Repository Select which announcement type you want to List and View.  Search for specific announcements by entering search criteria and click Search. To display all audio or video announcements, click Search without entering any criteria.  To delete an announcement, check the Delete box in the row of the announcement. The announcements are listed with their type and file size.  To Add Announcements Go To: Profile > Announcement Repository Press the Add button In the Name text box, enter a unique name for the new file In the Upload Announcement File text box, click Browse to locate the file on your computer. To Modify Announcements Go To: Profile > Music on Hold Choose when to play music on hold. Enable Custom Music on hold and select the file from the drop-down menu.  ... View more

The Call Center product allows the CAP Administrator to manage call queues, which are Automated Call Distribution algorithms that allow callers to get directed to an agent, when one becomes available, while remaining engaged during the hold process. Standard Call Center Set-up    The queues can be created and managed in the Call Center section. As long as the PBX contains at least one call center license of any type you can create queues. Like hunt groups, there is no practical limit to the number of call center queues. You can create new queues with the green button at the top labeled +Queue, which will open the dialog box to edit the new queue. For existent queues, the Action column allows you to Edit or Delete the queues with the appropriate icons.                 Queue Profile Tab The first tab within Edit Queue allows you to set up the basics of the call queue. These settings will be in a default mode when you make a new Queue.   At the top there is a section that lays out the identity of the call queue. Parameters such as Queue Name, Caller ID names, and Extension are definable. The Time Zone is most relevant for reporting and scheduled call routing (which is found in the Call Routing Tab). Call Distribution Type will determine the order in which the agents are offered calls. Some of these are based on the order in which the agents are listed in the Users Tab, which will be covered later. Circular: this will offer calls to each agent, in order, and will continue this order on each successive call. This is a useful method to share offered calls amongst your agents. Regular: like Circular, it will follow the order of the agents to offer the call but will always start at the top of the list. This is great if you have one primary agent and then backups. Simultaneous: this method will offer calls to all available agents at the same time. This is a form used by sales teams and other groups that are self-motivated to answer the calls. Uniform: this method most closely resembles the classic call center protocol. It offers the agent with the longest idle (the one who has gone the longest without a call) first, then moved down the list if it is not answered. Weighted Call Distribution: this method is seldom used but has its purposes. Once selected, you can assign weights to each agent (in the Users Tab), so long as all of the weights add up to 100. On the left side, below, are Call Center (Queue) Settings, which help define certain features of the queue itself. Queue Length: This is the maximum number of calls that can be handled by the queue (agents on active calls, plus calls on hold awaiting available agents) before new calls are handled as overflow (see Call Routing Tab). This will vary by the number of agents and types of calls they take, but a general rule of thumb is 2x the number of agents you expect to have staffed. Play ringing when offering call: This tells the algorithm to play a ringing sound to the caller when the agent is being offered the call. Allow caller to dial a set number to escape the queue: This activates a number, that if pressed anytime during the hold process, will engage the busy forward function. If there is a voicemail assigned to this call center, for example, it will route there. Reset caller statistics upon entry into the queue: When enabled, the call length (the amount of time since the call was originated on this PBX) will be reset to 0 seconds. This comes into play in the Call Routing Tab later, specifically for “Overflow after a set amount of time” calculations. Distinctive Ringing Pattern for Call Center Calls: You can enable and select a special ringing pattern with this selector. On the right side are Agent Settings, which influence how the queue interacts with agents. Allow agent to join Call Center: loads a tag onto the phone associated with the agent that allows them to use ASIGNIN and ASIGNOUT to log in and out of call centers, respectively. Allow Call Waiting on agents: when activated, agents will be presented with calls from this queue even if the agent is currently on another call. Enable calls to agents in wrap-up state: when enabled, this will allow the algorithm to send calls to the agent even though that agent is still in a wrap-up state. Automatically set agent state to set value after call: an administrator can set what state the agent will enter immediately after the termination of a call center call. If Wrap-Up is selected, the next timer is important. Maximum ACD wrap-up timer (mm:ss): this sets the amount of time the agent will remain in wrap-up as set above, unless they voluntarily exit that state early.   Call Routing Tab While the Queue Profile Tab covers the basics of routing and layout, and the Users Tab will assign agents, the Call Routing Tab deals with what to when the users cannot handle the volume. There are four handling features on this tab, to cover calls that Bounce, those that are Stranded, those that Overflow, and even how to handle calls outside of regular business hours.   At the top left is the Bounced Calls Settings. Bounced calls occur when a call is presented to an agent and it is not accepted. This of this as a “no Answer” situation. Bounced calls return to the queue at the highest priority, so they are the next call presented when an agent becomes available.   After a set number of rings: established how many rings should alert the agent’s device before it is considered bounced. If agent becomes unavailable while routing the call: this bounces the call immediately when the agent is not available after the algorithm decides to present the call. After being held by agents for longer than a set time: this will bounce the call back to the queue in the event of a long hold initiated by the agent. To the right is the Stranded Calls Settings. Stranded calls are ones where there are no agents available despite the call reaching the queue. The Call Center Administrator can determine how to handle calls that are stranded due to no agents signed on, and a separate treatment for a not available situation. The options for both conditions are the same.   Perform busy treatment: this will follow the busy treatment of the call center, which is a busy signal by default, but may route to a dedicated shared voicemail box if one has been added to this service. Transfer to phone number: this will send stranded calls to the phone number, extension, or voicemail box designated by the administrator. Leave in queue: this setting does not route the call at all, and will continue the regular queue treatment even though there are no agents available or logged in. Within the Unavailable portion, you can assign a code in the Call Center Settings that will permit even a single agent to “close” the queue by going into a specified status.   On the left middle lies the rules for Overflow Settings. Overflow is a condition that occurs when the total number of current calls being handled and on hold exceeds the queue length that was assigned on the Queue Profile Tab.   The handling of the Overflow calls is assigned first. Perform busy treatment: this will follow the busy treatment of the call center, which is a busy signal by default, but may route to a dedicated shared voicemail box if one has been added to this service. Transfer to phone number: this will send stranded calls to the phone number, extension, or voicemail box designated by the administrator. Play ringing until caller hangs up: this setting will present ringing to the caller indefinitely, even if the queue eventually opens back up. Once this call has been placed in overflow status, it is effectively out of the queue. Below these settings are additional handling features. Play announcement before overflow processing: when activated, this will either play a default message or a predefined one that can be uploaded below. Overflow after a call waits a set amount of time: this will set another condition for overflow, specifically when the call timer exceeds the set time. NOTE: this refers to the total length of the call from the time the PBX accepted it, unless Reset caller statistics upon entry into the queue has been enabled in the Queue Profile tab. Custom audio file: enabling this setting plays the selected audio file when the call is sent to overflow. At the bottom of the tab lies the Scheduled Call Routing section, which can divert calls from the queue entirely if set scheduled conditions are met. Scheduled Call Routing must be enabled with the slider before any of the scheduled events will be followed.   Details about how to manage schedules can be found in this article. Call centers use the same style as hunt groups.   You can add new rules with the New Rule button on the right. There is no practical limit to the number of rules you can have in place, and they will be checked from top to bottom. Only when none of the active rule conditions listed have been satisfied will the call go into the queue. The fields that can be assigned for each rule are as follows.   Name: you can define a name for the rule, which makes troubleshooting easier. Schedule: this drop-down allows you to select from the schedules that have been set up in the Customer Administration Portal under the Schedules section. Forward to: this is the field where you will enter the extension or number to handle the call in place of the call center if the conditions of the schedule are satisfied. Edit: there is an edit button (denoted by a pen and paper) to open the rule line for changes. Delete: the delete button (marked by a red trashcan) Users Tab The Users Tab is where an administrator assigns agents and supervisors to the call queue.   The available users with agent client licenses are listed in the Available Agents, while users with a supervisor license will appear under Available Agents as well as Available Supervisors. Those who have been assigned are found in the Assigned Agents and Assigned Supervisors sections. To move the assignments between the Available and Assigned sections, use the right facing and left facing arrows. The order in which the assigned agents appears can be relevant, depending on the Call Distribution Method selected in the Queue Profile tab. Announcement Tab Within the announcement tab the administrator can tailor the experience that the caller has while waiting for an available agent. The audio management tools are vastly improved over the one in the standard PBX, allowing an administrator to layer multiple .wav files to better provide a pleasant experience for your callers on hold.   Entrance Message can be enabled to play an announcement before the call comes to the hold music. Entrance Message: This enables the entrance message. Message is mandatory when played: Enabling this setting will force the entrance message to be played even if there are agents available and the call will not go on hold. This is useful to establish rules for the interaction “This call may be recorded...” Custom audio file: if this is disabled, the entrance message is a default message. When enabled, clicking the Browse button will enable you to decide what message will be played from your audio library. Music on hold controls the content of the on-hold file the caller will hear as they wait, either for an agent or once an agent has put the caller on hold. Music on Hold: This enables the message on hold to be played when the caller is on hold. If disabled, dead air will be presented instead, which will almost certainly increase the number of calls that abandon the call. Custom audio file: if this is disabled, the music on hold is played from a default file. When enabled, clicking the Browse button will enable you to decide what message will be played from your audio library. Use alternate audio for internal calls can provide alternate on-hold music when the calls originate from a user within the PBX. Use alternate audio for internal calls: This enables alternate audio handling. Custom audio file: if this is disabled, the alternate audio is played from a default file. When enabled, clicking the Browse button will enable you to decide what message will be played from your audio library. Estimated Wait Messages provides vocalized interrupts to remind the caller where they are in the queue or provide an estimated wait time. These messages have no custom audio selection because the messages will need to be generated on a case by case basis. The vocalization for these messages will be in English. Estimated Wait Messages: this will enable these messages Message interval (seconds): determines how often during the hold procedure the music on hold will be interrupted by the wait message vocalization Message type: this drop-down will allow the administrator to decide between Announce Wait Time and Queue Position Play message to callers with a wait time lower than (minutes): sets the upper limit of hold time where this will be presented. Callers on hold longer than this are treated to the High volume message, if enabled. Default handing time (minutes per call): this helps the vocalization algorithm to more accurately estimate the wait time. Comfort messages are set to interrupt the music on hold at a given interval to play a message of empathy for the long hold time. Comfort message: this enables the comfort message protocol. Message interval (seconds😞 establishes the amount of time between each play of this message. Custom audio file: if this is disabled, the comfort message is played from a default file. When enabled, clicking the Browse button will enable you to decide what message will be played from your audio library. When you press a Browse button in Custom audio file in this tab, you will be presented with the Choose Custom Audio File window. Upload New Audio File: this button lets you browse your local machine for an appropriate .wav file to upload. When a file has been uploaded, it will appear in the Uploaded Audio Files box. Uploaded Audio Files: this box displays the names of all of the files that have been uploaded. Regardless of which Custom audio file section you used to upload the file, they are available to all categories. You can use the button at the top to trash (delete) any files you no longer want to use Assigned Audio Files: lists the files that will be used in this section, in the order in which they will be played. Use the arrow buttons to move files from Uploaded to Assigned as desired. Thresholds Tab Thresholds allow the admin to set up real time alerts when certain parameters are met.     The Threshold section, on the left, lets the admin set up yellow and red alerts for any of the five metrics listed. The top two, Current Calls in Queue and Current Longest Waiting Call are gathered in real-time, while the other three are based on averages of averages over intervals throughout the day. The Estimated Wait Time, Average Handling Time, and Average Speed of Answer will become more accurate as the day goes on and there are more data points with which to compute the averages. If there is an active Supervisor Client Dashboard monitoring this call queue, it will discolor the particular metric according to the thresholds it has met. On the right side is the Notification section, which sends out email alerts to up to 6 defined addresses as soon as the queue meets any given threshold. The email entry fields are open; they do not need to be associated with a user in the Customer Administration Portal. You can even place a distribution list address in one of these fields.   ... View more

Auto Attendants are a type of Call Distribution that gives your caller a menu of choices to decide where to go.  Call flow settings like this one are typically found in the Enterprise Services section of the left hand menu:     Find the Auto Attendant you wish to edit and press the EDIT button on the right hand side:   Once expanded, you can edit the Settings at the top, set Schedules in the center, and edit the Menus at the bottom. Settings   By pressing "Edit" next to the Settings label you can open the settings for changes. Enabled: This will enable the auto attendant to function when ON. When OFF, calling the extension will reach nothing. Name: You can rename the auto attendant here. Calling Line ID First/Last Name: Define the CNAM information here. Extension: By default, the first Auto Attendant will be 7777, but it can be changed. Operator Transfer Timeout: This will set the amount of time before the call is transferred to the first Transfer to Operator on the list. Virtual / Toll Free Number: If you have assigned any Virtual Numbers, they will display here. Time Zone: Select the time zone for any scheduled call routing here. External Transfer Caller ID: For calls transferred through, this will determine whether the inbound CLID, or the CLID of the Auto Attendant itself will be displayed. Name Dialing: Select which fields are searched if the Name Dialing function is selected by the caller. Schedules   You set up rules for diverting calls to the different menus in the center section.  By default, the Business Hours menu will be played every time a call is routed to this auto attendant - shown as "Every Day All Day" in the Schedule category. You can see more about setting up schedules here. The logical path used to decide which menu to play in an auto attendant is as follows:  IF [time = Holidays] THEN “Play After Hours Menu” IF [time = Business Hours] THEN “Play Business Hours Menu” ELSE “Play After Hours Menu”  Menus   The menus describe the actions that the caller can perform with button presses.  The menu will also have an audio file that should inform the caller as to what actions are possible. Main Menu Section You can use the Browse button to upload a compatible .wav file to be used as the voice prompt for the auto attendant, or you can set up your system to record the prompt through the phone. Extension Dialing Toggling this ON will enable the caller to dial an extension at any point during the voice prompt or with in 10 seconds after. Menu Actions   An auto attendant can have up to 12 possible button prompts, numbers 0-9 as well as * and #.  Every one of these must have one of the following actions (by default, most of them will be 'disabled'): Disabled: no action will be taken when this is pressed. Transfer with Prompt: transfer to the listed extension or number after vocalizing a prompt. Transfer without Prompt: transfer to the listed extension or number. Extension Dialing: this launches an IVR where the caller can input the extension number they wish to reach. Transfer to Mailbox: this will launch an IVR where the caller is prompted to input the mailbox number (extension) they wish to reach. Transfer to Specific Mailbox: this allows you to control which voicemail box the call is transferred to. Name Dialing: another IVR that allows the caller to input three letters of the name. Play Announcement: this will play another compatible .wav file, then return to the main menu again. Repeat Menu: plays the top level recording again, and restarts the 10 second timer Transfer to Operator: similar to Transfer with Prompt, but it will automatically trigger if the caller cannot or will not interact before the Operator Countdown timer has elapsed. Exit: disconnects the call. Advanced Auto Attendants   The Advanced Auto Attendant product offers a few upgraded features to the basic model.  The logical path used to decide which menu to play in an advanced auto attendant is as follows:  IF [time = Holidays] THEN “Play Holiday Menu” ELSE IF [time = Business Hours] THEN “Play Business Hours Menu” ELSE “Play After Hours Menu”  Menus: The advanced auto attendant has separate menus for after hours and holidays.  Sub-menus: Within the menus, advanced auto attendants can have up to two levels of sub-menus. You will see the actions "Transfer to Submenu" and "Return to Previous Menu" to navigate through these levels. Each submenu acts like its own auto attendant, with its own audio file and actions separate from the parent menu.  ... View more

Hunt Groups are a type of Call Distribution that uses an algorithm to hunt through a list of potential agents to find one who is available to take the call.   Hunt Groups are found in the Enterprise Services section of the Customer Administration Portal.   Select the hunt group you wish to edit or press the + Hunt Group button at the top of the page to set up a new one.   Left Side - Basic Configuration Hunt Group Name: you can name the hunt group something appropriate to make it easier to find later Caller ID First/Last Name: Place the name of the hunt group here if you plan to use it for outbound dialing with a virtual number. Extension: you can customize the extension for internal dialing here. Time Zone: select the time zone from the drop-down menu.  This is important for schedule based routing. Virtual Toll Free Number: you can assign an available virtual number here, or use the Virtual/Toll Free Number widget to assign it. Allow Call Waiting on Phones: activate this to allow those in the hunt group a chance to answer the calls even if they are currently engaged on another line. Deliver Hunt Group name in CLID: activate this to prepend the Caller ID on the agent's phone with the hunt group name.  Very useful for those who are on multiple hunt groups. Hunting Policy: select the algorithm's hunting policy from the drop-down menu. Circular: the algorithm will hunt through the list of available users in order, from top to bottom, resuming after the agent who took the call on each subsequent presentation Regular: the algorithm will hunt through the list, top to bottom, always beginning at the top position if available Simultaneous: this policy will ring all available phones in the list of available users Weighted Call Distribution: this will let you assign a weight to every member of the group Uniform: the algorithm reviews which member has been idle from the hunt group for the longest, presenting calls in longest idle order. User/Extensions: add users to the list with the edit button, or search from members in the list with the search magnifying glass icon. If you plan to use Circular or Regular hunting, make sure you add them in the desired order. Right Side - Call Forwarding Call Forwarding Options: lets you set up how many rings between moving to the next assigned and available user, and where to route in case no one picks up after a given time.  You can transfer to any extension or external ten digit number. Not Reachable/Offline Option: set up business continuity and disaster recovery forwarding here. Bottom - Scheduled Call Routing You can set up schedule rules to forward the call away from the hunt group at pre-determined times. ... View more

Schedule based call routing is a tool used by Hunt Groups, Auto Attendants, and Call Center Queues to flow the calls to another extension or action during certain scheduled times, such as after hours or holidays. Building Schedules Schedules are found in the Schedules section of Enterprise Services within the Customer Administration Portal. You may have any number of schedules but they each must have a unique name. Schedules built as Global Schedules can be accessed by any service, regardless of location. This is generally the best tab to use to build schedules, and is the place to find the default schedules.   Press the NEW SCHEDULE button at the top Type in a unique schedule name in the Schedule Name text box Add events (see below) When all of your events have been scheduled, press the SAVE button at the bottom Events are added one at a time, and scheduled individually.   Press ADD EVENT Give the event a unique name in Description Select the repetition interval (see the example above for a weekly Monday-Friday event type) At the bottom, enter the start and end time for the event (in the example, we are scheduling the time before the office opens, so midnight AM to eight AM).  Note these times are in 24 hour format. When satisfied, press SAVE Continue adding events as you wish Hunt Groups and Call Centers use schedules to determine when calls are routed away from the service, while Auto Attendants use schedules to determine times when the service is engaged.  To make an After Hours schedule for Hunt groups, you would have three events: mornings (00:00 to 8:00 M-Fr), evenings (17:00 to 23:59 M-Fr), and weekends (Full Day Sat and Sun). Applying Schedules Use Scheduled Call Routing in the Hunt Groups and Call Center Queues to select the schedule you made. For Hunt Groups, you can apply after hours schedules very easily.   You can also incorporate some layered scheduled events, as well.   For Auto Attendants, the schedule selected will determine which menu is used.     ... View more

The Hosted Contact Center service offers two types of queues. With the appropriate user license, basic and premium call queue can be set up in the Customer Administration Portal in the Call Center section.   In order to have access to build call queues in the Customer Administration Portal, at least one seat must have a user with a license that allows agent privileges. A seat with a user with agent privileges can be assigned to any number of call queues. An advanced license can be assigned to both basic and advanced queues, while a basic license may only be assigned to basic queues. Users who are on multiple call queues can have those queues prioritized by wait time, queue priority, or skill level (advanced queue only for skill routing). The announcement services available to call queues are above and beyond what is typical for Music on Hold at the enterprise level.   Queue Feature Details Allow Agents to Join and Leave Queues: When turned ON this feature will allow the agent’s desktop phone and the nCommand/Voyant Connect app to log in and out of the call center queues of which the agent is a member. Alternate Audio for Internal Calls: The music on hold can be a different set of files when internal callers are on hold. Automatically Answer Calls: (Premium only) When activated, the incoming call automatically is answered by an agent’s endpoint after a set number of rings. Automatically Set Agent State After Call: Agents can automatically enter a wrap-up or unavailable code for a set period of time after each call terminates. Call Disposition Codes: (Premium only) A disposition code can be entered by an agent for the current call that is still ongoing or for the last call that has just ended. This is useful for reporting on call types. Call Distribution Types: This setting defines how the ACD algorithm will search through the list of agents to find the next one to present the call. Comfort Message Bypass: (Premium only) Allows the call queue to skip a planned comfort message if given parameters are set. Customizable Agent Unavailable Codes: Unavailable codes place the agent in a state where the ACD algorithm still recognizes them but will not route calls until they become available again. Administrators can define specific purpose codes. Customizable Bounced Calls Settings: Administrators can define the conditions that make a bounced call, such as the number of rings and how long a call can be on hold before it automatically bounces. Customizable Messages: Administrators can upload custom .wav files for the various messages that are played to callers. Customizable Overflow Settings: Administrators can define the conditions that determine overflows, such as queue length, time in queue, custom overflow message, and overflow path. Customizable Queue Threshold Alerts: Administrators can define the metrics that will trigger yellow and red alerts. These alerts appear in the Supervisor Console and can be delivered via email to up to nine addresses. Customizable Stranded Calls Settings: Calls are stranded when they reach the queue and no agents are logged in. The action these calls take can be defined by an Administrator. Distinctive Ring Pattern for Call Center Calls: A choice from four options can be chosen to be sent from the system to the agent so a distinctive ring plays depending on the call center. DNIS Prioritization and Display: (Premium only) The premium call center can display the inbound number dialed to the agent, and it can use this inbound number to determine priority for the algorithm as it chooses an available agent. Do Not Disturb Unavailable Activation: A given unavailable code can be triggered by the agent going into Do Not Disturb on the device. Estimated Wait Messages: Vocalized alerts can be played for callers. Administrators can set the interval and the type of message. Forced Forwarding: (Premium only) This feature can temporarily forward incoming calls. Holiday/Night Service Settings: (Premium only) Administrators can set call routing in the event of night and holiday service. Minimum Queue Length: The number of calls that can be handled by the ACD at any given time. Calls on hold + calls being handled must not exceed the set Queue Length or it will overflow. Multiple Agent Threshold Profiles: agent thresholds can be set for different types of agents. Multiple Bounce Unavailable Activation: Agent unavailability can be triggered by the agent bouncing calls a given number of times. Notification of Queue Status to Agent: (Premium only) The endpoint (device or soft phone app) will give the agent status of the queue (calls in queue and queue length) at the beginning of every incoming call. Not Reachable Unavailable Activation: A given unavailable code can be triggered by the agent being not reachable. Priority Based Routing for Multiple Queues: This is a call-assignment strategy used to assign incoming calls to the most urgent queue, instead of simply choosing the next available agent. Scheduled Call Routing: Calls can be routed away from the call center during set scheduled intervals. Skill Based Routing for Multiple Queues: (Premium only) This is a call-assignment strategy used to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. ... View more

Go to atlas.voyant.com Resetting your Atlas password by clicking the “I forgot my Username / Password link” Complete the required field by entering the email ID associated with your account Click the grey Send new password button ... View more

Using ATLAS to suspend then resume services Log into Atlas at atlas.anpi.com In the horizontal menu across the top, click on the Customers tab In the Customers panel that appears, using the Filters button on the right, filter by Customer Name, Email Address, First Name, Last Name, Phone or Status. Click Filter. Locate the Customer in the Customer Name column and double-click on that row Scroll down to the Features and Services panel Click on the Seat Packages tab Click the checkbox next to the user for which you intend to suspend or resume services In the Actions column on the right, click the Suspend or Resume icon. Or, in the menu along the bottom, click the Suspend Services or Resume Services button In the Are You Sure You Want To Suspend The Following Seat Package(s) pop-up window that appears, click the blue Suspend button on the lower-right. You’ll need to select a date when the change is to be effective. Note: You may need to use the Filters to search for Suspended services in order to find them to resume. ... View more