1. From the Dashboard, select the Group Profile tab.
2. Next, select the Time Schedule tab.
3. Click the Add New Schedule.
4. Enter a name for the new schedule, for example, Office Hours.
5. When complete, click Okay.

The Office Hours time schedule will now appear in the table.

6. To set the time click and drag the duration in the chart below.
7. Once you have entered the correct time, click Save.

1. From the Dashboard, select the Group Profile tab.
2. Next, select the Time Schedule tab.
3. Select your time schedule in the chart below.
4. Once done, drag the marker until the new desired time is highlighted.
5. Click Save when complete.

Note: If you make modifications to your business hours, you need to make edits to the After Hours schedules as well. so there are no gaps or overlapping instances.

As an administrator, you can create a Holiday Schedule for any holidays that your business is closed. Once the Holiday Schedule is applied, the system will send calls to your holiday hours treatment for any days within your Holiday Schedule. To create a Holiday Schedule, follow these steps:

1. From the Dashboard, select the Group Profile tab.
2. Next, select the Holiday Schedule tab.

   Note: If a Holiday Schedule already exists, you will see it listed and can modify the existing one.

3. To create a new Holiday Schedule, select the Add Holiday Schedule button.
4. Enter a Holiday Schedule Name in the text box.
5. To add a new holiday, enter the name of the holiday in a blank field under the Holiday column.
6. Next, enter the first date that your office is closed in the Date Start column.
7. In the Date End column, enter the date for the final day your office is closed.

   (Example: If it is a one-day holiday, the Date Start and Date End will be the same dates. If your office is closed for multiple dates, the Date Start and Date End will be different dates.)

8. After making the changes, select the Save button.

Auto Attendant Greetings are the dialing options callers hear when they reach your Auto Attendant. For example: “Press 1 for Sales, 2 for Customer Service.” There are two options to use a custom greeting:

1. Record a greeting from the portal.
2. Upload a WAV file to the portal.

Note: All Auto Attendants require you to record an Auto Attendant greeting, please take notice of the following items:

1. It is critical to record or upload them prior to going live on the Spectrum Hosted Voice system. If this is not done, callers will receive a default greeting and could potentially think they have a wrong number or that you are no longer in business.
2. It is also critical that when recording the greetings that they match exactly what was designed while designing the call flow with the Hosted Voice design team.

Here are a couple of sample greetings to get you started:

• Business Hours Greeting
  Thank you for calling “ABC Company”, we are currently assisting other callers but your call is important to us. You may reach your desired party directly by dialing their extension at any time. For all other calls, please dial “0” or remain on the line. And thank you again for calling.
• After Hours Greeting
  Thank you for calling “ABC Company”. We are currently closed. Normal hours of operation are Monday through Friday from 8:30 am to 5 pm EST. You may leave a message for your desired party by dialing their extension at any time. To leave a general message, which will be returned when we reopen, please dial 0 or remain on the line. And again, thank you for calling.

Once your custom greetings are recorded and uploaded to the Announcement Repository, you can select them as an option to assign to your Auto Attendant Business Hours, After Hours, and/or Holiday Hours. To upload to the Announcement Repository, see Custom Greetings – Uploading to the Announcement Repository.

To do so, follow these steps:

1. From the dashboard, find the Auto Attendant you would like to modify and select the Settings icon.
2. From the tabs located below the Auto Attendant name, select the schedule you would like to modify the greeting for - Business Hours, After Hours or Holiday Hours.
3. Under the Greetings section, you can choose to assign the Default Greeting or a Personal Greeting. The Personal Greeting option allows you to choose one of the custom greetings you have already saved in the Announcement Repository.
4. Select the greeting from the Audio drop-down menu.

5. Select Save to save your changes.

The Dialing Menu determines which action the Auto Attendant will take when an incoming caller chooses a particular number or symbol on the Keypad. For example, “Press 1 for Sales. Press 2 for Customer Service.” As an administrator, you can change your Auto Attendant dialing menu options any time it is necessary.

To modify your Dialing Menu, follow these steps:

1. From the dashboard, find the Auto Attendant you would like to modify and select the Settings icon.
2. From the tabs located below the Auto Attendant name, select the schedule you would like to modify the dialing menu for - Business Hours, After Hours or Holiday Hours.
3. Under the Dialing Menu section, check the Enable first-level extension dialing to allow callers to dial the extension of the party they wish to reach without selecting a menu item first.

   Note: If this option is enabled, your greeting should instruct callers that if they know the extension for the party they are trying to reach, they may dial it at any time.

4. Next, enter the Key Description numbers. These can include numbers 0 through 9, star (*), and pound (#). To configure a keypad number, enter the description on the row of the number. For example, “Sales.”
5. Then select the action from the drop-down menu. Options include:
   1. Transfer With Prompt - Callers are sent to a pre-configured user extension or outside number. As soon as the caller chooses this option, a prompt will play a message before the transfer is placed. If transferring to an extension, it will include the user’s name as recorded in the voicemail box.
   2. Transfer Without Prompt - Callers are sent to a pre-configured user extension or outside number. This option will route the caller as soon as it is selected.
   3. Transfer To Operator - This will redirect callers to a configured operator, who will either receive calls when that option is selected or receive all calls that “time out” when a caller does not choose an option from the Auto Attendant.
   4. Transfer To Submenu - This selection takes users to another menu for more specific choices. For example, if you have an option in the Auto Attendant for “Sales,” the submenu may contain options for “New Sales” and “Used Sales.”
   5. Name Dialing - This action permits callers to dial by recipient name, using the letters on the Keypad.
   6. Extension Dialing - This action lets callers dial by recipient extension, using the numbers on the Keypad.
   7. Repeat Menu - If selected, this action will repeat the Greeting and Menu options.
   8. Exit - This action allows callers to exit the menu system.  This will terminate the call.
6. In the Details column, enter the destination to which the call should be transferred.

Note: This does not apply if the Name Dialing, Extension Dialing, Repeat Menu or Exit options are selected.

7. Repeat these steps for each keypad number you wish to configure for the Auto Attendant dialing menu.
8. Select Save to save your changes.

You can rename or edit the name of a Hunt Group or change the way that it appears on the phone display from the admin portal. To make changes to the name of a Hunt Group, follow these steps:

1. From the dashboard, go to Hunt Groups.
2. Select the name of the Hunt Group you would like to modify.
3. Edit the name field with the new name of the Hunt Group.
4. In the CLID (Calling Line ID) First and Last Name fields, enter how you would like the Hunt group name to appear on the phone’s display of members of the hunt group when they are receiving a call.

   Note: It is required to populate at least one character in both the First and Last name fields. Keep in mind that the longer the name of the Hunt Group, the more space it takes up on the phone’s display, possibly cutting off the caller’s caller ID.

5. Select Save to save your changes.

To make changes to the settings of a Hunt Group, such as modifying the ring pattern and no-answer settings, follow these steps:

1. From the dashboard, go to Hunt Groups.
2. Select the Settings icon next to the Hunt Group you would like to modify.
3. To change the ring pattern, choose one of the options under Group Policy. These options include the following:
   1. Circular - Choose this option to ring the phones one at a time, always ringing the users in the same order. The system notes the last user to answer a call and then rings the next user on the Assigned Users list, in a circular pattern.
   2. Regular - Select this option to ring the phones one at a time, always starting with the user configured at the top of the Assigned Users list first, followed by the users listed beneath, in sequential order.
   3. Simultaneous - Rings all assigned users at once.
   4. Uniform - Select this option to ring the User in the group who has been idle the longest.
   5. Weighted Call Distribution - Administrators may choose to direct a certain percentage of calls to individual Hunt Group Users.  For example, Agent A is designated to receive 20 percent of calls, while Agent B receives 80 percent. To route calls to users in this manner, select this option. If this option is selected, select Edit to assign weights (or percentages) to users. These weight assignments must total 100 percent.

      Note: Agents with a zero percent weight assignment will only receive calls when all other agents are on calls delivered to them from the Hunt Group.

   

To change the No Answer Settings of the Hunt Group, follow these steps:

1. Edit the options under No Answer Settings.
2. If your ring pattern is something other than Simultaneous, you can check Skip to next agent after (x) rings to skip to the next assigned user after a predetermined number of rings.
3. Choose the number of rings before skipping to the next user from the drop-down list.

Hunt Group Forwarding settings are used to forward calls if none of the Hunt Group members are available to answer an incoming call.

1. Check Forward all after waiting (x) seconds to enable forwarding.
2. Enter the number of seconds before the call is forwarded.

   Note: Every six seconds equals one ring.

3. In the Call Forwards to field, enter the destination where the call will be forwarded to if unanswered.
4. Once you have made your changes, select Save.

If you would like to edit features such as Call Waiting or Not Reachable settings, follow these steps:

1. Select on the Detailed Settings link.
2. If you would like to turn on Call Waiting for the Hunt Group, check the box next to Allow Call Waiting on agents. This will allow the members of the Hunt Group to receive more than one Hunt Group call at a time. If Call Waiting is enabled and every user has four active calls, the next caller will hear a busy signal.

3. Not Reachable Settings are used to forward calls if users within the Hunt Group cannot be reached. For example, if your office loses network connectivity, Not Reachable settings will be activated. Check the box next to Enable Call Forwarding Not Reachable and enter the destination.
4. Alternatively, you can choose to Make Hunt Group busy when all available agents are not reachable by checking this box.
5. Once you have made your changes, select Save.

To reassign or modify assigned users of a Hunt Group, follow these steps:

1. Go to Hunt Groups from the dashboard.
2. Select the Settings icon for the Hunt Group you would like to modify.
3. Under Users, you will see lists for Available Users and Assigned Users. The Available Users list contains people within your organization who are not currently members of the Hunt Group.

   Note: If your organization has multiple locations you may see names listed in the Available Users list from those different locations, meaning that people working in different locations can be part of the same Hunt Group.

4. To add users to the Hunt Group, select the user from the Available User list and select ADD. This will place that user at the bottom of the Assigned User list.
5. To change the order of the Assigned Users, select the user and select either Move Up or Move Down. The order of users is important, especially when you have a Regular or Circular ring pattern selected as the Group Policy. This determines the order in which calls will be received.
6. To remove users from the Hunt Group, select the user from the Assigned User list and select Remove.
7. Once you have made your changes, select Save.