Transcription

BT CLOUD PHONE.USER GUIDE FOR THE ADMIN PORTAL.A guide to setting up and making themost of BT Cloud Phone.

WHAT’S IN THIS GUIDE.1.34.1.1 Being an Administrator.34.1 Company numbers and info.121.2 What’s worth considering?34.2 Auto Receptionist.121.3 Accessing the BT Cloud Phone Portal.34.3 Groups.152.Express Setup.44.4 Users.202.1 Company info.54.5 Phones and Devices.222.2 999/112.55.Call Log.232.3 User info.66.Billing.242.4 Add call queues.66.1 Service summary.242.5 Set up basic system settings.76.2 Calling rates.242.6 Download Apps.97.Tools.25107.1Appearance.253.1 Phone System.107.2Account validation.253.2 Call Log.107.3IVR (interactive voice response).263.3 Billing.117.4Templates.263.4 Tools.118App for Salesforce273.Welcome to BT Cloud Phone.Admin Portal Dashboard.EMERGENCYCALLS.Phone System.12999 or 112 emergency calls.Each BT Cloud Phone number is registered to a specific address, so when you make a 999 or 112 call fromthis number, that’s the address the emergency services will see. Make sure your users add their emergencyservices address based on their current work location and also let you know if this changes so that you canupdate their address details on the portal. With any groups that you set up, please note that emergencyservices are only provided with a single address for 999 or 112 calls from any of the phones in the group.So, it’s important that phones in a group are all at the same physical address.You might not be able to make 999 or 112 calls when there’s a power or network failure or if using theservice through an app on a mobile device.2

1. WELCOME TO BT CLOUD PHONE.Welcome to BT Cloud Phone, the up-to-date way to manage your businesscommunications on any device, from any location at any time.1.1Being an Administrator.As an Administrator, you can set up and change the BT Cloud Phone system settingsfor yourself and other users. The Express Setup and simple navigation mean you’ll beready to go within minutes – to get started you’ll just need to activate your ownaccount, then follow the on-screen instructions and this user guide.The BT Cloud Phone portal can be used to update your service whenever you like,from adding new users to simply making a few changes to your existing set-up.There are built-in short video tutorials to help you get to grips with many of thefeatures, and there’s a My Extension User Guide for when you’re using your own BTCloud Phone account.The BT Cloud Phone portal lets you see how many of your people are using theservice, how many licences you’re allowed to allocate, and therefore how many arefree. If you reach your limit and want to buy some more, simply contact us and wecan sort that out for you.1.2What’s worth considering?Every business is different in terms of how it operates. We want to make sure your BTCloud Phone service meets your needs and easily handles all the different ways thatyour customers can contact you. Therefore it’s worth taking time to consider whatyou want the service to do for you and how you want it to work.Before setting up, here are a few things to take into account: What volume of calls do you receive and does it fluctuate throughout the day? Do you want to manage calls differently depending on the time of day and the dayof the week? How do you want to handle calls to main company numbers such as those used forsales or support? Would it be a good idea to put calls in a queue, so callers don’t hear an engagedtone? Do users need different features, such as mobile applications and conferencing?Remember, a user is generally a person, but could also be a ‘functional’ user suchas a reception phone. Does everyone need voicemail? Is your workforce distributed across multiple locations?1.3 Accessing the BT CloudPhone portal.You can log in to the BT Cloud Phone online portal from a desktop, a smartphoneor a tablet:1. Go to https://portal.btcloudphone.bt.com and log in using your mainBT Cloud Phone number and password. The Portal works with a rangeof browsers, including Internet Explorer 9.0, Firefox 12, Chrome 25and Safari 6 or higher versions.2. Download the BT Cloud Phone Mobile App for your smartphone or tablet.3

2. EXPRESS SETUP.The first thing to do is click on the activation link in your Welcome email, then followthe setup wizard. Once you’ve activated your account, BT Cloud Phone will startExpress Setup, which takes you through the steps to personalise your new phonesystem quickly and easily, using the options set out below. Remember, you can viewand change your settings at any time once you’ve set it up.You can also schedule an appointment for someone to talk you through the process– if you don’t book one at this stage, you’ll receive a reminder by email. If you skipExpress Setup, you’ll be given the chance to do it the next time you log in.We recommend that you do go through it (it won’t take long) to get the mostfrom your BT Cloud Phone system.4

2. EXPRESS SETUP.2.1Company info.Add in the number of employees and business locations, enter your company websiteURL, then click Next.2.2999/112.This is important as it’s the address the emergency services will see when youmake a 999 or 112 call from this number. Make sure that your users add theiremergency services address based on their current work location and also letyou know if this changes.5

2. EXPRESS SETUP.2.3User info.Confirm your personal details and choose any number for your extension – just don’tmake it 0 or 9 because these numbers are reserved. If you plan to add call queuegroups (see Section 2.4), we suggest that you keep extensions 1 – 8 free for these.Then just select the correct Time Zone for your location before continuing.You can now add new users and extensions. Complete their details, accept or changethe assigned extension, confirm the emergency services address for them and clickSave. Repeat for every BT Cloud Phone user at this number.2.4Add call queues.Call queue groups send incoming calls to several different user extensions, and canbe a powerful addition to your phone system. A call queue always has a name and anextension number of its own, such as Ext 1 for Sales or Ext. 2 for Billing. Add callqueues, plus the people who will pick up the calls for each queue, as you need them.You can update the settings for them later.6

2. EXPRESS SETUP.2.5Set up basic system settings.Auto-Receptionist.This is where you can set up your company greeting and the operator extension.You’ll need to decide how you want to handle incoming calls to the main companynumber; choose to play the company greeting or send calls directly to an extension tobe answered straight away. The system gives you a default greeting but you can alsorecord or import a personalised greeting if you prefer.Remember to assign the Operator Ext. 0 to a user or group; this extension will receiveall calls and messages intended for the operator.Groups.Now let’s look at call handling for each of the call queues that you’ve set up.Turn the Call Queue Greeting option on if you want callers to hear a recordedgreeting before they are connected to someone. The greeting can be a default optionor one of your own that you record over the phone or upload from your computer.In Call Handling, decide the order in which calls to this particular queue are sent to itsmembers. With the “rotating” option, all call queue members receive approximatelythe same number of calls over time. The “simultaneous” option rings every extensionat the same time.Now set up Messages and Notifications. Select the default voicemail greeting orrecord / import one of your own and then decide which extension should receive allmessages for the call queue.7

2. EXPRESS SETUP.Users.Only the call handling for your extension needs to be set up at this stage – you canchange the settings for call screening, messages and notifications now or later.If you want to use the same settings for more than one user, wait until later anduse Templates (Section 6.4) rather than going through them one at a time.Turn Call Screening on if you want callers to announce their name beforebeing connected.In Call Handling you can add forwarding numbers, such as a mobile or home number,and set calls to ring at these numbers either one after another in order of priority orall at the same time.In Messages and Notifications select the default voicemail greeting or choose one ofyour own that you record over the phone or upload from your computer.Phones & Devices.You’ll see a message about accessing phone settings before clicking Finish Setup tocomplete Express Setup.NOTE:When you click Finish Setup, anemail requesting activation ofgroups, call queues, and users willbe sent to the group manager’semail account (or whicheveraccount was chosen during set-up)so that they can get things started.8

2. EXPRESS SETUP.2.6Download Apps.You’ll now have the chance to download BT Cloud Phone Apps for your mobile deviceand desktop computer. Mobile Apps for Android, iPhone and iPad give you quick andeasy access to your BT Cloud Phone account wherever you are. Desktop Apps let youcontrol calls from your PC or Mac.9

3. ADMIN PORTAL DASHBOARD.The images below show you how to quickly navigate the four main areas of the BTCloud Phone Admin Portal dashboard, and a summary of the features you’ll be ableto access. We’ll go into more detail for each area in Sections 4-7:3.1Phone System. View and change company contact details, company greeting and call handling. Manage groups, assign users and extensions. Review your phone and device inventory. Take shortcuts to Edit Company Business Hours, Change Company Greeting,Set Company Caller ID and video tutorials.3.2Call Log. Use this to view call activity and create customised logs and reports so you canreview incoming and outgoing calls and faxes for all users. Look at a simple version or pick a more detailed view with itemised steps toexplain what happens to a call and individual call costs.10

3. ADMIN PORTAL DASHBOARD.3.3Billing. Manage your service plan. View your billing history. Check charges by destination. Set permissions for international dialling.3.4Tools. Appearance lets you add a logo with a hyperlink to your BT Cloud Phone site. Account Validation is a security measure that requires a user to confirm anaccount when they log in on a new or unrecognised computer. IVR (Interactive Voice Response) is used to manage XML files and the voiceprompts for your call routing menus. Templates let you apply the same settings across lots of different users.11

4. PHONE SYSTEM.By clicking on the relevant section in the left-hand panel, you can view and makechanges to the company settings.4.1 Company Numbersand Info.This is where you’ll see a list of all your numbers, including the main companynumber, your user extensions and direct numbers, and numbers that are still availablefor you to assign to people. You can use the Search box to find specific users byname, number or extension.The Company Address information is used in the Directory Listing, if this service isavailable for your account. It’s important to add your Company Name as this is usedin the default company greeting.Add Number lets you add new numbers to your BT Cloud Phone account. Select alocal number which you can then connect to your Auto Receptionist or to a specificextension.Use My Existing Number lets you transfer an existing number to your BT Cloud Phoneaccount or automatically forward calls from a phone number with another provider.4.2Decide how you want to greet, answer, and route the calls that come in to your maincompany phone number during and after business hours.There’s the option to switch your IVR Mode (see Section 7.3) from single to multilevel (only for Connect and Collaborate customers). The IVR menu gives peopledifferent options when they call the company (for example, press 1 for Sales, press2 for Billing), so their calls are routed to the right place. With multi-level IVR, calls toyour company number are connected to a top-level IVR menu which can link toadditional IVR menus or other system.Auto Receptionist.12

4. PHONE SYSTEM.In Company Hours, choose 24 Hours if you want to handle incoming calls the sameway all the time, every day. Or pick Specify Hours if you want to deal with yourincoming calls differently during and after business hours.Use Company Call Handling to manage what your callers hear, during and afterbusiness hours. You can play a greeting, giving your callers the option of entering anextension at any time during the message to be connected directly, or you can routecalls straight to a person or a call queue extension.13

4. PHONE SYSTEM.You can also apply advanced call handling rules depending on the time of day, daterange, incoming caller ID and called number. Date and/or time rules are based on aweekly schedule or on a specific date range. Caller ID rules apply to calls coming froma list of specific phone numbers which you choose. Called number rules are activatedwhen callers dial the selected number, for example calls in response to a promotion.Any combination of these rules is possible.Do test your call flows carefully to make sure calls are being handled as expected.In Company Greeting and Menu you can view or listen to default company greetings forbusiness hours and after hours. Or you can record a company greeting of your own,either over the phone or through your computer microphone; or you could upload onefrom your computer. During business hours, if the caller takes no action after hearing thegreeting, you can send them to the operator extension or choose to disconnect the call.Dial-by-Name Directory lets your callers find the extension they want by entering allor part of the user’s name. You can turn this feature on or off, and choose whichextensions you want included in the directory.Operator Extension is the number that acts as the operator and receives all incomingcalls and messages. You can choose it here from any of your extensions.Call Recording lets you manage on-demand and automatic call recording options, andthe announcements that people will hear at the beginning and end of each recording.On-demand Call Recording lets users record calls at any time by pressing (*) (9) on theirphone dialpad. Enable Automatic Call Recording (only for Connect and Collaboratecustomers) if you want to record every call to a specific user or group extension – therecordings will be saved in your Call Log.Regional Settings is where you can set your time zone in either 12 or 24-hourformat. You can also select your Home County code here so you can make local callswithout having to dial the area code first.14

4. PHONE SYSTEM.4.3Groups.Call Queues.In Groups you can set up extensions for people who do similar activities oroffer similar services and decide what to do with the calls that come in for them.At the bottom of the listing you’ll see Add Group – you can choose from thefollowing options.Call Queues are usually used to route calls to several user extensions. They canincrease the efficiency of your company by directing calls to the right employees.Select Call Queue in the Add Group menu, enter the extension number, name and themanager’s email and click Save. Now choose the people that you want to be membersof the call queue by using the arrows to move them from the Available Members tothe Selected Members column.The new call queue is now listed in Groups. It’s disabled to start with, as indicated bythe grey bullet. The group manager will receive an email with a link so that they canactivate it.Click on the group to bring up the call queue menu:Under Info you’ll see general information about the group which you can viewand update.15

4. PHONE SYSTEM.Direct Numbers is an optional feature that lets you add a specific number to the callqueue, such as a dedicated customer service or sales team number.Greeting lets you decide what the caller hears when they enter the call queue.Blocked Calls stops numbers, or those with no caller ID, calling the group.Under Call Handling you can decide whether the call will ring through to theextensions in a rotating, simultaneous, or fixed order. The Audio While Connectingand Interrupt Audio settings decide what callers will hear while they wait to beconnected to a member of the call queue.In Messages and Notifications you can create a voicemail greeting in case no-one inthe group can pick up the call. You can also choose which mailbox the group’smessages go to and who will receive notifications for voicemails, missed calls, andreceived faxes.Paging Only.A Paging Only group lets you make real-time, one-way broadcasts through multipledesk phones and special paging devices.Select Paging Only in the Add Group menu, enter the extension number and nameand click Save. Now you need to add details of the devices you’re assigning to thegroup, and the people who will be allowed to page the group. This step is importantas unrestricted access to a paging group can lead to misuse.Click on Devices to receive page to add those that you want to be part of the paginggroup – select them from the list given on the left and click on the arrow to movethem into the ‘selected devices’ column. You’ll need to do this for phones and pagingdevices. Now click on Users allowed to page this group and you’ll see a similarselection screen. Select from the ‘Available Users’ on the left and click on the arrowto move them to the ‘Allowed Users’ list. This new group is now listed in Groups – justclick on it if you want to change the group information and settings.16

4. PHONE SYSTEM.IVR Menus.IVR Menus (see Section 7.3) give callers prompts and menu selections that will routethem automatically to the extension that they need. Select IVR Menu in the AddGroup menu, accept or overwrite the extension number and name, then click Save.The new extension is now listed in Groups. You can click on it to view and change theIVR menu information and settings.Shared Lines.A Shared Lines group lets you use up to 8 phone lines across up to 16 desk phones.You can answer calls to a shared line at any phone in the group, and you can forwarda call to another phone in the group by putting it on hold then taking it off again atone of the other handsets.To set this up, select Shared Lines in the Add Group menu, enter the extensionnumber, name and manager’s email and click Save. Now choose how many phonelines you want to assign to the group, up to a maximum of 8. You can order newlines with new numbers, or use existing phone numbers – any order details and pricesare shown.The next step is to pick the desk phones that will receive the calls – you can add upto 16 phones, either existing or new – again, any details and prices will be shown.Now add the address that emergency services will be sent to if you dial 999 or 112from any phone in the group. Please note that emergency services are only providedwith this one address so it’s important that the phones are all at the same place.Finally, complete the shipping address and shipping option for your order – you canreview your order details and charges before proceeding.17

4. PHONE SYSTEM.The newly created group is now listed in Groups. It’s disabled to start with, asindicated by the grey bullet. The group manager will receive an email with a linkthat allows them to activate it.Click on the group to bring up the shared lines menu:Under Info you’ll see general information about the group, which you can viewand update.Check the details of the Phones and lines assigned to the group. You can add orremove them as needed, or change your emergency services address. Use LineConfiguration to set the phone line order by clicking the up-down arrows; youcan also complete the labels that phones in this group will show on their display.Click Preview on Phones to see the how the phone lines are displayed on the sharedline phones.Direct Numbers is an optional feature that lets you add a specific number for thegroup, such as a dedicated customer service or sales team number.Under Greetings and Blocked Calls you can record a group-wide greeting that callerswill hear before being connected to a shared line. Blocked Calls stops certainnumbers, or those with no caller ID, from calling the group.In Call Handling you can set up rules for what callers hear while connecting, wherecalls to the group go if all the lines are busy, and how long to wait before forwardingunanswered calls, either during or after normal business hours. Outbound Caller ID isthe number you’d like displayed when making calls from any line in the group.18

4. PHONE SYSTEM.In Messages and Notifications you can choose how you want to take messages,decide on the greeting played to callers being transferred to the group voicemailbox, and pick which extension will receive messages. Under notifications, you canchoose which activities you want to trigger email alerts and the email address tosend them to.Message-Only Extension.A Message-Only Extension is a dedicated extension for receiving voice messages.All calls forwarded to it are automatically sent to the voicemail box. SelectMessage-Only Extension in the Add Group menu, enter the extension number,name and manager’s email and Save. The new extension is now listed in Groups.It’s disabled to start with, as indicated by the grey bullet. The extension managerwill receive an email with a link that allows them to activate it.Click on the group to bring up the settings menu:Under Extension Info you’ll see details about the extension which you can viewand update.Direct Numbers is an optional feature that lets you allocate a specific number to themessage only extension.In Messages and Notifications you can set up the voicemail greeting that the callerwill hear when they call this extension. You can also define who will receivenotifications when messages are left.Announcements-Only Extension.An Announcements-Only Extension is a dedicated extension for playing a recordedannouncement. Any calls routed to it will hear this message before beingdisconnected. Select Announcements-Only Extension in the Add Group menu,enter the extension number, name and manager’s email and click Save. The newextension is now listed in Groups. It’s disabled to start with, as indicated by the greybullet. The extension manager will receive an email with a link that allows them toactivate it.19

4. PHONE SYSTEM.Click on the group to bring up the settings menu:Under Extension Info you’ll see details about the extension, which you can view andupdate.Direct Numbers is an optional feature that lets you allocate a specific number to theannouncements only extension.In Announcement you can set up the voicemail greeting that the caller will hear whenthey reach this extension.4.4 Users.In Users with Ext you’ll find a list of people already using the service, with details oftheir internal extensions, direct phone numbers and voicemail box activity.20

4. PHONE SYSTEM.Click on a user to have a look at their BT Cloud Phone settings and messages.People can view and change their own personal settings in the Settings tab, but thisinformation also appears here so you can make changes on their behalf if needed.For anyone who hasn’t yet activated their account, you can resend their welcomeemail under User Info, or you can reset passwords for those who have.Unassigned Ext shows you the extensions and phone lines that are still available,so that you can assign them to new users. To add someone new, first select theextension or phone line you want them to use, then enter their contact details.Once you’ve finished, their details will be in the Users with Ext list.Add Users lets you increase the number of extensions supported by your BT CloudPhone account. A bandwidth test tool is supplied so you can check that your accessnetwork and LAN can support these extra users or whether you need to add morebandwidth.Edit Permissions for all Users is where you decide who is allowed to do what – forexample, you can give certain people permission to make international calls or givethem administrator rights. International calling must be set up at the company levelbefore you can grant permission to individuals (see Section 6.2). And don’t forgetthat giving someone Administrator status will give them full access to change anyphone and user settings, so use it carefully.21

4. PHONE SYSTEM.4.5 Phones and Devices.This is where you can check the details of any device that’s associated with your BTCloud Phone account, and see which phones are already assigned and which areavailable to give to new users. You can also buy more phones here if you need to.The User Phones tab lets you see the way the phones are allocated by their extensionnumbers; this includes people using Desktop Apps to control calls from theircomputer. Devices provides information about your shared line and paging devices.The Unassigned tab shows you which phones have unassigned extensions that can beallocated to new users. When you click on an unassigned phone you’ll see the phonedetails with an option to give it to someone – just add in their details and an addressfor the emergency services. Unassigned phones that you can set up with extensionsalso appear here.Use Add Device to buy new phones and devices from the BT Cloud Phone range.22

5. CALL LOG.The Call Log is a way of reviewing all the incoming and outgoing calls and faxes forthe company number or specified extensions – you can look at a simple version orpick a more detailed view with itemised steps to explain what happens to a call andindividual call costs (scroll window to view).The arrow icons indicate different types and status of activities.:Incoming callIncoming faxOutgoing callOutgoing faxMissed callUse the Call Log to create customised reports on call activity; select the time period,then choose from advanced features such as type of call, call direction, extension,blocked calls, or recorded calls. You can also show the referral URLs for calls madethrough RingMe buttons on web pages. Once you’ve finished your call log report,you can send it directly to an email address on a daily, weekly, or monthly basis onspecified days.There are direct links to RingOut from the phone numbers column and to Add NewContacts from the names column.23

6. BILLING.6.1Service Summary.Under Service Summary you’ll see information relating to your BT Cloud Phonecontract, billing and service usage. In Billing Transaction History, you can look backover your full billing history.6.2Calling Rates.Calling Rates includes a list of call charges for premium rate destinations. There’s alsothe option to disable or enable International Calling. If it’s disabled, it will be turnedoff for all users on your account; if it’s enabled, you can view a list of call rates bycountry and turn them on or off as you prefer.24

7. TOOLS.7.1Appearance.This is where you can add a logo to your BT Cloud Phone site and a set a hyperlinkwhen users click on it.7.2Account Validation.This is recommended as a security measure to protect your account. It preventsunauthorised people from accessing your account information by making users entera security code sent to them by email when they log in on a new or unrecognisedcomputer. While it can be turned off, it’s not recommended.25

7. TOOLS.7.3I VR (InteractiveVoice Response).An IVR menu is a message that gives callers different options to help them getthrough to the right person straight away. For example, a simple single level IVRmight be “Thank you for calling Company Ltd. Please press 1 for Sales, press 2 tospeak to the Customer Services, or press 3 for Accounts. If you know the extensionnumber of your party, you may dial it any time”.Think carefully about your IVR menu before putting it into practice; there areexample menus for you to use if you like. Use the IVR tool to import your own XMLfiles, import prompt recordings or record your own prompts – or maybe considerhaving your greetings and prompts professionally recorded.7.4Templates.Rather than adding user information one at a time, Templates let you apply the samesettings across multiple users. Click Add Template to create a new template thencomplete the details – you may want to take a look at the My Extension User Guide– and Save. Click on Apply to select the people who are going to be using thetemplate settings.26

8. APP FOR SALESFORCE.This section only applies to Connect and Collaborate customers who are runningSalesforce CRM from Salesforce.com.App for Salesforce provides seamless integration between BT Cloud Phone and theSalesforce CRM, improving workflow and increasing productivity. A SalesforceAdministrator can can set up the App for Salesforce by following the instructions inthe App for Salesforce Administrator Guide. Users can then download App forSalesforce from the Tools tab on their dashboard.27

Offices WorldwideThe services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standardconditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc 2015. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No. 1800000.PHME 72070

BT Cloud Phone number and password. The Portal works with a range of browsers, including Internet Explorer 9.0, Firefox 12, Chrome 25 and Safari 6 or higher versions. 2. Download the BT Cloud Phone Mobile App for your smartphone or tablet. Every business is different in terms of how i