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The OrkWeb client is a platform to monitor, store, and manage recorded calls. It is used with the Broadsoft service. Agent Call Recording Use When the call recording service is added to a user, it can be configured to be Record All or Selective Record Calls. Record All: All calls (inbound and outbound, internal and external) are automatically recorded to the system. Selective Record Calls: In this mode, the agent must interact with their phone or soft client to turn the recording on, pause, and resume the recording. To Start Recording the Call: Place the call on hold then enter *44. Resume the call. To Stop Recording the Call: Place the call on hold then enter *45. Resume the call. To Pause the Recording: Place the call on hold then enter *48. Resume the call. To Resume Recording the Call: Place the call on hold then enter *49. Resume the call. Recordings The first section is Recordings and is used to listen to recorded calls, live monitor calls as they are being recorded, and manage those recordings. Recordings > Browse This page allows you to see the recordings left by agents you monitor.   Filters: Use the filter fields at the top left to search for the records you seek. Records: With the records found, you may play the recording with the Play Recording icon. Other actions include Download, Tags, Email, and Delete. Type: This indicates it is a recording, and the speaker icon here can be used to play the recording. ID: The system generated identifier for the call. Date: The date the call was recorded. Time: The time of the recording. Duration: The length of the recording, in seconds. Local Party: The SIP ID of the local seat that has the call recording service applied. Direction: Incoming calls will be listed with a green left-pointing arrow, and outbound will have a red right-pointing arrow. Remote Party: The phone number of the other party. User: The user name of the local party. Download: This icon will initiate downloading of the recording (in .wav format) Tags: Use this icon to view and apply tags. Email: This icon will send the recording via an internal email service (not a mailto link). Select: This box can be used to select multiple entries. Details: The carrot can be selected to open the details about the recording. Delete: Use this icon to permanently delete a record. Play Recording: When selected, a player will open in the top right corner.   The player offers controls to play, top, adjust volume, skip forward and back, and adjust speed. You will also see the filename of the recording.  Recordings > Live The Live section allows you to listen to the recordings as they are happening.    User ID: The system generated identification number for the user. First Name: The first name of the user. Last Name: The last name of the user. Local Party: The SIP ID of the local seat that has the call recording service applied. Direction: Incoming calls will be listed with a green left-pointing arrow, and outbound will have a red right-pointing arrow. Remote Party: The phone number of the other party. Elapsed Time: The length of time since the last status update (beginning or end of a call). Comments: Any comments that have been left about the call. Tags: Any tags assigned to the call. Live Tags: Details about the assigned tags. Keep: Select to save the recording once the call terminates. Discard: Select to not save the recording once the call terminates. Listen: Press this icon to listen to the recording as it is happening. Details: The carrot can be selected to open the details about the recording.   Recordings > Dashboard The Dashboard allows you to toggle four areas to show data in real time.   Hourly Recordings Stats: Bar chart showing the time (in hourly intervals) of calls vs. historical averages. This will let you determine if the call volume varies from the average. Recordings Summary Stats: A chart with a macro view of the number of calls, call duration, and average call duration for Today, Last 7 Days, and Last 30 Days. Frequent Callers: Bar chart showing the telephone numbers and total calls for the most frequent callers. Recordings Per User: Data set showing stats for the users. Provisioning This section allows you to set up tags, groups, and users. Provisioning > Users Find information about existing users here. Users are created by the system when the call recording service is assigned and used. Provisioning > Groups Use this section to create groups and add users to them. Provisioning > Roles This section creates roles and edits the permissions of members in those roles. Provisioning > Tag Types Create and manage Tags in this section. System Finally, this section allows you to see all activity that has been performed on your recordings. System > Audit Trail This section shows activity within the system.       ... View more

Manage Music on Hold in the Voice Management Portal   To Modify Music on Hold 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.    Download Music on Hold Files ... View more

How to add the custom paging tags for Yealink Devices in Broadworks In order to enable the Yealink devices to perform device to device paging, some custom tags need to be added to the device profiles in Broadworks. Log into your portal Navigate to the Group you want to configure Select the Utilities menu from the left side Select Device Configuration from the Utilities Advanced menu Find the device and press the Edit link Navigate to the Custom Tags tab Press the Add button The following tags need to be added in the Custom Tag Add utility: Tag Name Tag Value %multicast.listen_address.1.channel% 0 %multicast.listen_address.1.ip_address% [insert gateway IP address] %multicast.listen_address.1.label% Page All %multicast.paging_address.1.channel% 0 %multicast.paging_address.1.ip_address% [insert gateway IP address] %multicast.paging_address.1.label% Page All %multicast.receive_priority.priority% 0 When you add a field, press OK. Once all have been configured, press Apply. Devices will need to be rebooted after the updates have been put in place before the new tags will load.   For additional support, you can email to support@inteliquent.com. Include in your email: What lines you are wanting to enable paging. If you wonder if paging is the best solution or not. Explain your expected outcome. Return contact information. ... View more

This guide is intended to act as a quick step-by-step process outline for customers utilizing the MS Teams integration with their existing UCaaS IP phone deployments who want to add or remove users from the Teams deployment.   Adding or removing new users without following these steps in the correct order can lead to compounding issues that take time to resolve. Please be sure to read the document carefully to avoid problems.   This guide assumes the customer account has already been setup by the Inteliquent onboarding team and is ready to add or remove users as needed. If you need to have your account setup, please contact your account management team to discuss further. Customer Requirements for Adding Users Microsoft O365 admin access Azure Active Directory (AAD) admin access Ribbon Connect portal access Customers will also need the correct licenses on a user-by-user basis including the correct Microsoft Business License. E1 or E3 License (per user) Phone system license (per user) OR E5 License – This includes the needed Phone System License (Per User)   Legacy Voyant Customers Adding New Users Customers who wish to add new users to their Teams environment can follow the steps below to ensure the user gets added correctly. Purchase the needed license for the user (E5). Build the new user profile in your O365 and Azure AD. Ensure you use the same email address in each applicable field or the sync with Ribbon will not work. Ensure the email you use is in the correct domain. Log into the Ribbon Connect portal for your account and perform a sync. Submit a ticket to Inteliquent Support at (support@inteliquent.com) or (1-866-629-8200) requesting we configure the new user for use with Teams. Include the following. User name or 10-digit phone number. User email address (MUST match the email in the Azure AD/O365) Voyant will request another sync in Ribbon when the user has been built. Once the sync is done, the user should be ready to use their Teams integration. Removing Users Customers who wish to remove users from their Teams deployments can submit a request with Voyant to have this completed. Once Voyant confirms the removal is complete, the user details can be removed from the Azure AD if desired. ... View more

Speed Dial 8 allows you to associate single digit codes to frequently dialed phone numbers. You can dial a speed dial code instead of the full number to place calls. To use speed dial from the phone, dial the speed dial code number, and then press #. Go To: Outgoing Calls > Speed Dial 8     ... View more

  Hunt Groups 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. Hunt Groups are found in the Basic column.  On the Hunt Group 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 Hunt Groups, press the Edit link to get more information about this group. Addresses When editing the Hunt Group, the Addresses link lets you manage the incoming number and internal extension. The drop-down list shows the available direct inward dialing numbers available for this service. Select one if you want callers to directly dial to the hunt group. Place a two to five digit extension for this hunt group here, which will make the hunt group accessible internally via transfer or auto attendant. When satisfied with your adjustments, save them with OK and return to the previous screen. ... View more

Enable Call Forwarding in the Voice Management Portal   Call Forwarding Rules You can activate or deactivate some of the services by turning them on or off on the page for the service.  Call Forwarding is found within the Incoming Calls section for the user.  To access the page for a particular service, click on the link for that service on this page. Call Forwarding - Always: Automatically forward all your incoming calls to a different phone number. Call Forwarding – Busy: Automatically forward your calls to a different phone number when your phone is busy. Call Forwarding – No Answer: Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings. Call Forwarding – Not Reachable: Automatically forward your calls to a different phone number when your phone is unreachable. Sequential Ring: allows you to sequentially ring up to 5 locations in addition to the base location for a specified number of rings. Simultaneous Ring Personal: allows you to list up to 10 phone numbers you would like to ring in addition to your primary phone when you receive a call. This feature is helpful when you are not at your phone but you would like your cell phone to ring when you get a call.  ... View more

Enable BLF in the Voice Management Portal Busy Lamp Field allows you to create a list of users to monitor via your SIP Attendant Console Phone and assign a SIP URI to the list.   Go To: Client Application > Busy Lamp Field   ... View more

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