BroadWorks Application Server User Web Interface Administration ...

Application Server User Web Interface Administration Guide

Release 20.0 Document Version 2

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BroadWorks® Guide

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APPLICATION SERVER USER WEB INTERFACE ADMINISTRATION GUIDE 10-BD5122-00 ©2014 BROADSOFT, INC. PAGE 2 OF 300

Document Revision History

Release Version Reason for Change Date Author

14.0 1 Updated document for re-branding. January 6, 2006 Roberta Boyle

14.0 1 Updated for EVs 28669, 26386, 30015: Added note on Voice Portal configuration, clarification on Conferencing Roll Call and Hand Raising, plus new CommPilot graphic.

March 13, 2006 Robb Surridge

14.0 1 Deleted custom features. May 19, 2006 Patricia Renaud

14.0 1 Streamlined to simplify and reduce page count. Some sections moved into new guides.

July 11, 2006 Leif R. Montin

14.0 1 Minor changes. September 1, 2006 Leif R. Montin

14.0 1 Edited document. September 1, 2006 Patricia Renaud

14.0 2 Updated document for Release Close (RC).

October 18, 2006 Margot Hovey

14.0 2 Edited document. October 19, 2006 Patricia Renaud

14.0 3 Updated for Release 14.sp1 Client Management System (CMS) features.

February 15, 2007 Leif R. Montin

14.0 3 Edited changes. February 16, 2007 Patricia Renaud

14.0 4 Updated section 4.21.1 Add Custom Ringback User step 5 for EV 37180.

March 1, 2007 Roberta Boyle

14.0 4 Edited changes. March 26, 2007 Patricia Renaud

14.0 5 Updated section 4.16 Automatic Hold Retrieve for EV 60917.

May 15, 2008 Roberta Boyle

14.0 5 Edited and published document. June 13, 2008 Patricia Renaud

15.0 1 Updated document for Releases 14.sp1 through 14.sp6 and Release 15.0. Removed all references to Client Management System (CMS) features.

June 16, 2008 Patricia Renaud

15.0 1 Edited and published document. June 29, 2008 Patricia Renaud

15.0 1 Updated sections 6.31.2 Enable or Disable Shared Call Appearance and 10.10.1 Turn Fax Messaging On and Off for EV 67122.

September 11, 2008 Roberta Boyle

15.0 1 Updated sections 12.5.1 View Your Feature Access Codes and 5.2 Automatic Callback for EV 67093.

September 17, 2008 Roberta Boyle

15.0 1 Made minor editorial changes. September 24, 2008 Patricia Renaud

15.0 1 Edited changes and published document.

September 28, 2008 Andrea Fitzwilliam

15.0 2 Updated section 5.2 Automatic Callback for EV 67093.

October 9, 2008 Roberta Boyle


October 29, 2008 Andrea Fitzwilliam



15.0 3 Updated section 7.3.3 Display Permission for Your Calls to Be Forwarded or Transferred for EV 61621.

November 3, 2008 Goska Auerbach

15.0 3 Updated section 4.24.2 Add Priority Alert for EV 84336.

December 10, 2008 Roberta Boyle


December 22, 2008 Andrea Fitzwilliam

16.0 1 Updated document for Release 16.0. December 31, 2008 Goska Auerbach

16.0 1 Updated to reflect design changes and new features.

June 8, 2009 Goska Auerbach

16.0 1 Added section 8.27 UC-Connect for EV 96730

July 21, 2009 Goska Auerbach

16.0 1 Edited and published document. August 28, 2009 Patricia Renaud

17.0 1 Updated document for Release 17.0 September 14, 2009 Goska Auerbach

17.0 1 Updated section 10.8 Voice Management for EV 105948.

February 12, 2010 Goska Auerbach

17.0 1 Updated document for Release 17.0 and for EVs 109993, 110106, 110539, and 110737.

April 19, 2010 Goska Auerbach


April 29, 2010 Andrea Fitzwilliam

17.0 2 Updated section 6.18.1 Configure Call Center Settings or Join Call Centers for EV 112225.

May 21, 2010 Goska Auerbach

17.0 2 Removed custom features, which include Intelligent Network Service Control, Simultaneous Ringing Family, and Mobile Extension to Extension Dialing as well as Assistant–Mobile and edited changes and published document.

June 4, 2010 Andrea Fitzwilliam

18.0 1 Updated document for Release 18.0. June 7, 2010 Goska Auerbach

18.0 1 Updated section 12.4 Enhanced Call Logs for EV 155485.

December 6, 2011 Goska Auerbach

18.0 1 Updated section 12 Utilities for EV 155610.


18.0 1 Updated document for EV 155944. December 13, 2011 Goska Auerbach

18.0 1 Updated sections 5.9.1 View or Delete Speed Dial 100 Dialing Codes and 12.5.1 View Your Feature Access Codes for EV 156545.


18.0 1 Updated section 9.2 Conferences for EV 156605.



December 26, 2011 Jessica Boyle

19.0 1 Updated document for Release 19.0. January 18, 2012 Goska Auerbach

19.0 1 Updated section 4.20 CommPilot Express.

January 19, 2012 Goska Auerbach



19.0 1 Updated section 9.2.6 Define Conference Greeting for EV 179892.

November 27, 2012 Goska Auerbach


December 14, 2012 Patricia Renaud

19.0 2 Corrected section numbering. December 20, 2012 Goska Auerbach


January 7, 2013 Patricia Renaud

20.0 1 Updated document for Release 20.0. January 8, 2013 Goska Auerbach


December 13, 2013 Jessica Boyle

20.0 2 Revised indexing. June 2, 2014 Goska Auerbach

20.0 2 Edited indexing and republished document.

June 10, 2014 Andrea Fitzwilliam


Table of Contents

1 Summary of Changes .................................................................................................................... 20

1.1 Changes for Release 20.0, Document Version 2 .................................................................... 20 1.2 Changes for Release 20.0, Document Version 1 .................................................................... 20 1.3 Changes for Release 19.0, Document Version 2 .................................................................... 20 1.4 Changes for Release 19.0, Document Version 1 .................................................................... 21 1.5 Changes for Release 18.0, Document Version 1 .................................................................... 21 1.6 Changes for Release 17.0, Document Version 2 .................................................................... 23 1.7 Changes for Release 17.0, Document Version 1 .................................................................... 23 1.8 Changes for Release 16.0, Document Version 1 .................................................................... 24 1.9 Changes for Release 15.0, Document Version 3 .................................................................... 25 1.10 Changes for Release 15.0, Document Version 2 .................................................................... 25 1.11 Changes for Release 15.0, Document Version 1 .................................................................... 25 1.12 Changes for Releases 14.sp1 through 14.sp6 ........................................................................ 26

2 About This Guide ........................................................................................................................... 28

3 Profile ............................................................................................................................................... 29

3.1 Access Profile Menu .................................................................................................................. 29 3.2 Profile ......................................................................................................................................... 30 3.3 Addresses .................................................................................................................................. 32 3.4 Announcement Repository ....................................................................................................... 35

3.4.1 List and Delete Announcements ...................................................................................... 35 3.4.2 Add Announcement .......................................................................................................... 37 3.4.3 Modify Announcement ..................................................................................................... 37

3.5 Passwords ................................................................................................................................. 38 3.5.1 Change Your Password ................................................................................................... 38

3.6 Schedules .................................................................................................................................. 39 3.6.1 List and Delete Schedules ............................................................................................... 39 3.6.2 Add Personal Schedule .................................................................................................... 40 3.6.3 Add Event to Personal Schedule ..................................................................................... 41 3.6.4 Modify Personal Schedule ............................................................................................... 43 3.6.5 View Group or Enterprise Schedule Details .................................................................... 45

3.7 Call Policies ................................................................................................................................ 46 3.8 Privacy ........................................................................................................................................ 47

3.8.1 Customize Privacy ............................................................................................................ 47 3.9 Route Point Supervisors ........................................................................................................... 49

3.9.1 View Assigned Supervisors ............................................................................................. 49 3.10 Supervisor .................................................................................................................................. 49

3.10.1 Select Agents to Supervise .............................................................................................. 50 3.11 Office Zone................................................................................................................................. 51

4 Incoming Calls ................................................................................................................................ 52


4.1 Access Incoming Calls Menu .................................................................................................... 53 4.2 Anonymous Call Rejection ........................................................................................................ 53

4.2.1 Turn Anonymous Call Rejection On and Off ................................................................... 54 4.3 Calling Line ID Blocking Override ............................................................................................. 54

4.3.1 Turn Calling Line ID Blocking Override On and Off ........................................................ 55 4.4 Calling Name Retrieval .............................................................................................................. 55

4.4.1 Turn Calling Name Retrieval On and Off ........................................................................ 56 4.5 Calling Name Delivery ............................................................................................................... 56

4.5.1 Turn Calling Name Delivery On and Off .......................................................................... 56 4.6 Calling Number Delivery ........................................................................................................... 57

4.6.1 Turn Calling Number Delivery On and Off ...................................................................... 57 4.7 Call Forwarding Always ............................................................................................................. 58

4.7.1 Turn Call Forwarding Always On and Off........................................................................ 58 4.8 Call Forwarding Busy ................................................................................................................ 59

4.8.1 Turn Call Forwarding Busy On and Off ........................................................................... 59 4.9 Call Forwarding No Answer ...................................................................................................... 60

4.9.1 Turn Call Forwarding No Answer On and Off ................................................................. 60 4.10 Call Forwarding Not Reachable ................................................................................................ 61

4.10.1 Turn Call Forwarding Not Reachable On and Off ........................................................... 61 4.11 Call Notify ................................................................................................................................... 62

4.11.1 Activate or Deactivate a Call Notify Entry ........................................................................ 63 4.11.2 Add Call Notify Entry ........................................................................................................ 64 4.11.3 Modify or Delete Call Notify Entry .................................................................................... 65

4.12 Connected Line Identification Restriction ................................................................................. 66 4.12.1 Turn Connected Line Identification Restriction On and Off ............................................ 66

4.13 Do Not Disturb ........................................................................................................................... 67 4.13.1 Turn Do Not Disturb On and Off ...................................................................................... 67

4.14 External Calling Line ID Delivery .............................................................................................. 68 4.14.1 Turn External Calling Line ID Delivery On and Off ......................................................... 68

4.15 Internal Calling Line ID Delivery ................................................................................................ 68 4.15.1 Turn Internal Calling Line ID Delivery On and Off........................................................... 68

4.16 Automatic Hold Retrieve ........................................................................................................... 69 4.16.1 Hold a Call ......................................................................................................................... 69 4.16.2 Retrieve a Call .................................................................................................................. 70 4.16.3 AHR Recall ....................................................................................................................... 70 4.16.4 Configure Automatic Hold/Retrieve ................................................................................. 70

4.17 Alternate Numbers (Distinctive Ring) ....................................................................................... 70 4.17.1 Turn Distinctive Ring Feature On and Off ....................................................................... 71 4.17.2 Select Distinctive Ring Pattern ......................................................................................... 72

4.18 Call Forwarding Selective ......................................................................................................... 74 4.18.1 Set the Default Forwarding Number ................................................................................ 74 4.18.2 Add Call Forwarding Selective Call Entry ....................................................................... 75


4.18.3 Modify Delete a Call Forwarding Selective Entry ............................................................ 77 4.18.4 View, Activate, Deactivate Call Forwarding Selective Call Entries ................................ 78

4.19 Call Me Now ............................................................................................................................... 79 4.19.1 Configure Call Me Now Settings ...................................................................................... 79 4.19.2 Add Call Me Now Criteria Entry ....................................................................................... 80 4.19.3 Modify or Delete Call Me Now Criteria Entry................................................................... 81

4.20 CommPilot Express ................................................................................................................... 82 4.20.1 Configure Profiles for Incoming Calls .............................................................................. 82

4.21 Custom Ringback User ............................................................................................................. 85 4.21.1 Add Custom Ringback User Entry ................................................................................... 86 4.21.2 Modify Custom Ringback User Entry .............................................................................. 88 4.21.3 Delete a Custom Ringback User Entry ........................................................................... 91

4.22 External Custom Ringback ....................................................................................................... 92 4.22.1 Turn External Custom Ringback On and Off .................................................................. 92

4.23 Pre-alerting Announcement ...................................................................................................... 92 4.23.1 Configure Pre-alerting Announcement ............................................................................ 93 4.23.2 Add Criteria Entry ............................................................................................................. 93 4.23.3 Modify or Delete Criteria Entry ......................................................................................... 95

4.24 Priority Alert ................................................................................................................................ 96 4.24.1 Activate or Deactivate Priority Alert Entry ........................................................................ 96 4.24.2 Add Priority Alert Entry ..................................................................................................... 97 4.24.3 Modify or Delete Priority Alert Entry ................................................................................. 98

4.25 Selective Acceptance ................................................................................................................ 99 4.25.1 Activate or Deactivate Selective Acceptance Entry ........................................................ 99 4.25.2 Add Selective Acceptance Entry ................................................................................... 100 4.25.3 Modify or Delete Selective Acceptance Entry ............................................................... 102

4.26 Selective Rejection .................................................................................................................. 103 4.26.1 Activate or Deactivate Selective Rejection Entry .......................................................... 103 4.26.2 Add Selective Rejection Entry ........................................................................................ 104 4.26.3 Modify or Delete Selective Rejection Entry ................................................................... 105

4.27 Sequential Ringing .................................................................................................................. 106 4.27.1 Configure Features of the Sequential Ringing Service ................................................ 107 4.27.2 Add Sequential Ringing Entry ........................................................................................ 109 4.27.3 Modify or Delete Sequential Ringing Entry ................................................................... 110 4.27.4 View, Activate, or Deactivate Sequential Ringing Call Entries ..................................... 111

4.28 Series Completion ................................................................................................................... 112 4.28.1 View Your Series Completion Groups ........................................................................... 112

4.29 Simultaneous Ringing Personal ............................................................................................. 112 4.29.1 Configure Features of the Simultaneous Ringing Personal Service ........................... 113 4.29.2 Add Simultaneous Ringing Personal Entry ................................................................... 114 4.29.3 Modify or Delete Simultaneous Ringing Personal Call Entries .................................... 116 4.29.4 View, Activate, or Deactivate Simultaneous Ringing Personal Call Entries ................ 117


5 Outgoing Calls .............................................................................................................................. 118

5.1 Access Outgoing Calls Menu .................................................................................................. 119 5.2 Automatic Callback .................................................................................................................. 119 5.3 Call Return ............................................................................................................................... 120 5.4 Calling Party Category ............................................................................................................ 120 5.5 Last Number Redial ................................................................................................................. 121 5.6 Legacy Automatic Callback ..................................................................................................... 121 5.7 Line ID Blocking ....................................................................................................................... 122 5.8 Speed Dial 8 ............................................................................................................................ 123 5.9 Speed Dial 100 ........................................................................................................................ 124

5.9.1 View or Delete Speed Dial 100 Dialing Codes ............................................................. 124 5.9.2 Set a Speed Dial 100 Code ........................................................................................... 125 5.9.3 Modify a Speed Dial 100 Entry ...................................................................................... 126

5.10 Account Codes ........................................................................................................................ 127 5.11 Communication Barring User-Control .................................................................................... 128 5.12 Group Paging ........................................................................................................................... 129 5.13 Personal Phone List ................................................................................................................ 130

5.13.1 View or Delete Phone List Entries ................................................................................. 130 5.13.2 Add an Entry to Your Personal Phone List ................................................................... 131 5.13.3 Modify or Delete an Entry in Your Personal Phone List ............................................... 131 5.13.4 Import a Comma-Delimited Text File ............................................................................. 132

5.14 Preferred Carrier User ............................................................................................................. 133 5.15 Two-Stage Dialing ................................................................................................................... 134

6 Call Control .................................................................................................................................... 135

6.1 Access Call Control Menu ....................................................................................................... 136 6.2 Barge-in Exempt ...................................................................................................................... 136

6.2.1 Turning Barge-in Exempt On and Off ............................................................................ 136 6.3 Call Waiting .............................................................................................................................. 137

6.3.1 Configure Call Waiting .................................................................................................... 137 6.4 Call Pickup ............................................................................................................................... 138 6.5 Customer Originated Trace ..................................................................................................... 139

6.5.1 Verify Assigned Feature Access Codes ........................................................................ 139 6.6 Directed Call Pickup ................................................................................................................ 140

6.6.1 Pick Up a Call at an Extension of Your Call Pickup Group .......................................... 140 6.7 Directed Call Pickup with Barge-in ......................................................................................... 141

6.7.1 View the Status of the Directed Call Pickup with Barge-in Option ............................... 141 6.8 Diversion Inhibitor .................................................................................................................... 142 6.9 Flash Call Hold......................................................................................................................... 142 6.10 Call Transfer............................................................................................................................. 143 6.11 In-Call Service Activation ........................................................................................................ 144 6.12 Three-Way Call ........................................................................................................................ 145 6.13 Music/Video On Hold ............................................................................................................... 145


6.13.1 Turn Music/Video On-Hold On and Off ......................................................................... 146 6.13.2 General Settings Tab ..................................................................................................... 146 6.13.3 Internal Calls Settings Tab ............................................................................................. 147

6.14 N-Way Call ............................................................................................................................... 148 6.15 Advice of Charge ..................................................................................................................... 148 6.16 BroadWorks Anywhere ........................................................................................................... 149

6.16.1 Configure BroadWorks Anywhere Settings and View Locations and Portals ............. 149 6.16.2 Add BroadWorks Anywhere Location ........................................................................... 150 6.16.3 Modify or Delete BroadWorks Anywhere Location ....................................................... 153

6.17 BroadWorks Mobility ............................................................................................................... 155 6.18 Call Centers ............................................................................................................................. 156

6.18.1 Configure Call Center Settings or Join Call Centers..................................................... 156 6.19 Call Recording ......................................................................................................................... 158 6.20 Charge Number ....................................................................................................................... 160 6.21 Executive .................................................................................................................................. 160

6.21.1 Configure Assistant Pool ................................................................................................ 161 6.21.2 Configure Call Filtering ................................................................................................... 162 6.21.3 Set Alerting Mode ........................................................................................................... 168

6.22 Executive-Assistant ................................................................................................................. 170 6.22.1 Divert Executive Calls, View, Opt in, and Opt out of Executive Pools ......................... 170 6.22.2 Configure Call Filtering for Executive ............................................................................ 171 6.22.3 Configure Call Screening for Executive ......................................................................... 176 6.22.4 Configure Call Alerting for Executive ............................................................................. 177

6.23 Flexible Seating Guest ............................................................................................................ 179 6.23.1 Configure Flexible Seating Guest .................................................................................. 179 6.23.2 Associate with Host ........................................................................................................ 180 6.23.3 Dissociate from Host ...................................................................................................... 181

6.24 Group Night Forwarding .......................................................................................................... 182 6.25 Hoteling Guest ......................................................................................................................... 182 6.26 Hoteling Host ........................................................................................................................... 184 6.27 Instant Messaging and Presence ........................................................................................... 185 6.28 Push To Talk ............................................................................................................................ 186

6.28.1 Configure Push To Talk Options.................................................................................... 187 6.28.2 Allow Push To Talk Calls From Selected Users ........................................................... 188

6.29 Physical Location ..................................................................................................................... 189 6.30 Remote Office .......................................................................................................................... 189 6.31 Shared Call Appearance ......................................................................................................... 190

6.31.1 View Alternate Locations and Set SCA Preferences.................................................... 191 6.31.2 Enable or Disable Shared Call Appearance Location and View Settings ................... 192

6.32 Video Add-On .......................................................................................................................... 193 6.32.1 Configure Video Add-On and View Settings ................................................................. 193

6.33 Zone Calling Restrictions ........................................................................................................ 194


7 Calling Plans ................................................................................................................................. 195

7.1 Access Calling Plans Menu .................................................................................................... 195 7.2 Incoming Calling Plan .............................................................................................................. 196 7.3 Outgoing Calling Plan .............................................................................................................. 197

7.3.1 Display Calls You Can Place ......................................................................................... 197 7.3.2 Display Calls You Can Forward and Transfer .............................................................. 199 7.3.3 Display Permission for Your Calls to Be Forwarded or Transferred ............................ 200 7.3.4 Display Calls You Can Make Using Call Me Now Service ........................................... 200

7.4 Outgoing Digit Plan .................................................................................................................. 202 7.4.1 Display Calls You Can Place ......................................................................................... 202 7.4.2 Display Calls You Can Forward or Transfer ................................................................. 203 7.4.3 Display Calls You Can Make Using Call Me Now Service ........................................... 204

7.5 Outgoing Pinhole Digit Plan .................................................................................................... 204 7.5.1 Display Pinholes in Your Outgoing Plans for Originating Calls .................................... 205 7.5.2 Display Pinholes in Your Outgoing Plans for Forwarding/Transferring Calls .............. 205 7.5.3 Display Pinhole in Your Outgoing Calling Plans for Call Me Now Calls ...................... 206

8 Client Applications ....................................................................................................................... 208

8.1 Access Client Applications Menu ........................................................................................... 209 8.2 Attendant Console ................................................................................................................... 209

8.2.1 Customize the Attendant Console ................................................................................. 209 8.3 BroadWorks Connector for Lotus Sametime ......................................................................... 212 8.4 Busy Lamp Field ...................................................................................................................... 213 8.5 CommPilot Call Manager ........................................................................................................ 214 8.6 Client Call Control .................................................................................................................... 215 8.7 Lync CTI ................................................................................................................................... 215 8.8 Lync Softphone ........................................................................................................................ 216 8.9 Outlook Integration .................................................................................................................. 216 8.10 BroadTouch Business Communicator Client Licenses ......................................................... 217 8.11 BroadWorks Agent .................................................................................................................. 218 8.12 BroadWorks Supervisor .......................................................................................................... 218 8.13 BroadWorks Receptionist–Enterprise .................................................................................... 219 8.14 BroadWorks Receptionist–Small Business ............................................................................ 220 8.15 BroadWorks Receptionist–Office ............................................................................................ 221 8.16 BroadWorks Assistant–Enterprise .......................................................................................... 222 8.17 BroadWorks Communicator ................................................................................................... 222 8.18 BroadWorks Communicator Multimedia ................................................................................ 223 8.19 BroadWorks Communicator G.729 ........................................................................................ 224 8.20 eyePMedia Audio Video Client ............................................................................................... 224 8.21 Office Communicator Tab ....................................................................................................... 225 8.22 Polycom Web Browser ............................................................................................................ 225 8.23 Client Licenses......................................................................................................................... 226 8.24 BroadTouch Mobile Link ......................................................................................................... 226


8.25 Bria for BroadWorks ................................................................................................................ 227 8.26 Polycom Phone Services ........................................................................................................ 227 8.27 UC-Connect ............................................................................................................................. 228

9 Meet-Me Conferencing ................................................................................................................ 229

9.1 Access Meet-Me Conferencing Menu .................................................................................... 229 9.2 Conferences............................................................................................................................. 229

9.2.1 List Conferences ............................................................................................................. 230 9.2.2 Add Conference .............................................................................................................. 231 9.2.3 Modify Conference ......................................................................................................... 237 9.2.4 Delete Conference (Host) .............................................................................................. 239 9.2.5 Assign Conference Delegates (Host) ............................................................................ 239 9.2.6 Define Conference Greeting .......................................................................................... 240 9.2.7 Launch Moderator Client ................................................................................................ 241

9.3 Recordings ............................................................................................................................... 241 9.3.1 List or Delete Recordings ............................................................................................... 242 9.3.2 Download Recordings .................................................................................................... 242

9.4 Bridges ..................................................................................................................................... 243 9.4.1 View Conference Bridges............................................................................................... 243

10 Messaging ..................................................................................................................................... 244

10.1 Access Messaging Menu ........................................................................................................ 245 10.2 Aliases ...................................................................................................................................... 245

10.2.1 View or Delete Your Aliases .......................................................................................... 245 10.2.2 Add an Alias .................................................................................................................... 246

10.3 Distribution Lists ....................................................................................................................... 247 10.3.1 Create a Distribution List ................................................................................................ 247 10.3.2 Add or Delete a Distribution List Entry ........................................................................... 248

10.4 Greetings .................................................................................................................................. 248 10.4.1 Configure Greetings ....................................................................................................... 249

10.5 Integrated IM&P ....................................................................................................................... 251 10.6 Short Message Service ........................................................................................................... 252 10.7 Third-Party IM&P ..................................................................................................................... 252 10.8 Voice Management ................................................................................................................. 252

10.8.1 Activate and Set Up Voice Messaging .......................................................................... 253 10.8.2 Configure Advanced Settings for Voice Management ................................................. 254

10.9 Voice Portal .............................................................................................................................. 255 10.9.1 Upload a Recorded Personalized Name....................................................................... 255

10.10 Fax Messaging ........................................................................................................................ 256 10.10.1 Turn Fax Messaging On and Off ................................................................................. 257

10.11 MWI Delivery to Mobile Endpoint ........................................................................................... 258 10.11.1 Turn MWI Delivery to Mobile Endpoint On and Off ..................................................... 258

10.12 Third-Party MWI Control ......................................................................................................... 259 10.12.1 Use Third-Party MWI Control ....................................................................................... 259


10.13 Third-Party Voice Mail Support ............................................................................................... 260 10.13.1 Configure a Third-Party Voice Mail System ................................................................ 260

10.14 Voice Portal Calling ................................................................................................................. 261 10.14.1 Turn Voice Portal Calling On or Off ............................................................................. 261

11 Service Scripts .............................................................................................................................. 262

11.1 Access Service Scripts Menu ................................................................................................. 262 11.2 Configuration ............................................................................................................................ 262

11.2.1 Enable or Disable CPL Scripts ...................................................................................... 263 11.3 Load.......................................................................................................................................... 264

11.3.1 Load a CPL Script .......................................................................................................... 264 11.4 Logs .......................................................................................................................................... 265

11.4.1 View and Clear the CPL Log.......................................................................................... 265 12 Utilities ........................................................................................................................................... 266

12.1 Access Utilities Menu .............................................................................................................. 268 12.2 Authentication .......................................................................................................................... 268

12.2.1 Set Your New Password ................................................................................................ 268 12.3 Basic Call Logs ........................................................................................................................ 269

12.3.1 View Placed Calls ........................................................................................................... 269 12.3.2 View Received Calls ....................................................................................................... 270 12.3.3 View Missed Calls .......................................................................................................... 270

12.4 Enhanced Call Logs ................................................................................................................ 272 12.4.1 View Placed Calls ........................................................................................................... 272 12.4.2 View Received Calls ....................................................................................................... 273 12.4.3 View Missed Calls .......................................................................................................... 274

12.5 Feature Access Codes ............................................................................................................ 275 12.5.1 View Your Feature Access Codes ................................................................................. 276

12.6 Group Directory ....................................................................................................................... 283 12.6.1 View the Group Directory ............................................................................................... 284 12.6.2 View or Print a Summary of the Group Directory.......................................................... 285 12.6.3 View or Print a Phone List .............................................................................................. 286

12.7 Enterprise Directory ................................................................................................................. 287 12.7.1 View the Enterprise Directory ........................................................................................ 287 12.7.2 View or Print a Summary of the Enterprise Directory ................................................... 288 12.7.3 View or Print a Phone List .............................................................................................. 289

12.8 Intercept User .......................................................................................................................... 290 12.9 Registrations ............................................................................................................................ 292 12.10 Prepaid ..................................................................................................................................... 293 12.11 Visual Device Management .................................................................................................... 293 12.12 Security Classification ............................................................................................................. 293

Index 295


Table of Figures

Figure 1 User – Profile .............................................................................................................................. 29 Figure 2 Profile – Profile ........................................................................................................................... 30 Figure 3 Profile – Addresses for User Assigned Identity/Device Profile ................................................ 32 Figure 4 Profile – Addresses for User Assigned to Trunk Group ........................................................... 33 Figure 5 Profile – Addresses Advanced Settings.................................................................................... 33 Figure 6 Profile – Announcement Repository ......................................................................................... 36 Figure 7 Profile – Announcement Repository Add .................................................................................. 37 Figure 8 Profile – Announcement Repository Modify ............................................................................. 37 Figure 9 User – Passwords ...................................................................................................................... 38 Figure 10 User – Schedule ...................................................................................................................... 40 Figure 11 User – Schedule Add............................................................................................................... 40 Figure 12 User – Event Add ..................................................................................................................... 41 Figure 13 Event Add – Daily Recurrence Pattern ................................................................................... 42 Figure 14 Event Add – Weekly Recurrence Pattern ............................................................................... 42 Figure 15 Event Add – Monthly Recurrence Pattern .............................................................................. 42 Figure 16 Event Add – Yearly Recurrence Pattern................................................................................. 43 Figure 17 Event Add – Recurrence Range ............................................................................................. 43 Figure 18 User – Schedule Modify .......................................................................................................... 43 Figure 19 User – Event Modify ................................................................................................................ 44 Figure 20 User – Schedule View ............................................................................................................. 45 Figure 21 User – Event View ................................................................................................................... 45 Figure 22 User – Call Policies .................................................................................................................. 46 Figure 23 User – Privacy .......................................................................................................................... 48 Figure 24 User – Route Point Supervisors .............................................................................................. 49 Figure 25 User – Supervisor .................................................................................................................... 49 Figure 26 User – Supervised Agents ....................................................................................................... 50 Figure 27 User – Office Zone ................................................................................................................... 51 Figure 28 User – Incoming Calls ............................................................................................................. 52 Figure 29 Incoming Calls – Anonymous Call Rejection ......................................................................... 54 Figure 30 Incoming Calls – Calling Line ID Blocking Override .............................................................. 55 Figure 31 Incoming Calls – Calling Name Retrieval ............................................................................... 56 Figure 32 User – Calling Name Delivery ................................................................................................. 57 Figure 33 User – Calling Number Delivery .............................................................................................. 57 Figure 34 Incoming Calls – Call Forwarding Always .............................................................................. 58 Figure 35 Incoming Calls – Call Forwarding Busy .................................................................................. 59 Figure 36 Incoming Calls – Call Forwarding No Answer ........................................................................ 60 Figure 37 Incoming Calls – Call Forwarding Not Reachable ................................................................. 62 Figure 38 Incoming Calls – Call Notify .................................................................................................... 63 Figure 39 Call Notify – Call Notify Add .................................................................................................... 64 Figure 40 Call Notify – Call Notify Modify ................................................................................................ 65 Figure 41 Incoming Calls – Connected Line Identification Restriction .................................................. 66 Figure 42 Incoming Calls – Do Not Disturb ............................................................................................. 67 Figure 43 Incoming Calls – External Calling Line ID Delivery ................................................................ 68 Figure 44 Incoming Calls – Internal Calling Line ID Delivery ................................................................. 68 Figure 45 Incoming Calls – Automatic Hold/Retrieve ............................................................................. 69 Figure 46 Incoming Calls – Alternate Numbers ...................................................................................... 71 Figure 47 Incoming Calls − Call Forwarding Selective ........................................................................... 75 Figure 48 Call Forwarding Selective – Call Forwarding Selective Add ................................................. 76 Figure 49 Call Forwarding Selective – Call Forwarding Selective Modify ............................................. 77 Figure 50 Incoming Calls − Call Forwarding Selective (View) ............................................................... 78


Figure 51 User – Call Me Now ................................................................................................................. 79 Figure 52 User – Call Me Now Add ......................................................................................................... 80 Figure 53 User – Call Me Now Modify ..................................................................................................... 81 Figure 54 Incoming Calls – CommPilot Express (Available – In the Office) ......................................... 82 Figure 55 Incoming Calls – CommPilot Express (Available – Out of the Office) .................................. 83 Figure 56 Incoming Calls – CommPilot Express (Busy) ........................................................................ 84 Figure 57 Incoming Calls – CommPilot Express (Unavailable) ............................................................. 84 Figure 58 Incoming Calls – Custom Ringback User ............................................................................... 86 Figure 59 Custom Ringback User – Custom Ringback User Add ......................................................... 87 Figure 60 User – Custom Ringback User Modify ................................................................................... 88 Figure 61 Ringback User Modify Page – Initial Ringback Tab ............................................................... 89 Figure 62 User – Custom Ringback User Modify Waiting Ringback ..................................................... 90 Figure 63 Incoming Calls – External Custom Ringback ......................................................................... 92 Figure 64 User – Pre-alerting Announcement ........................................................................................ 93 Figure 65 User – Pre-alerting Announcement Criteria Add .................................................................... 94 Figure 66 User – Pre-alerting Announcement Criteria Modify ............................................................... 95 Figure 67 Incoming Calls – Priority Alert ................................................................................................. 96 Figure 68 Priority Alert – Priority Alert Add .............................................................................................. 97 Figure 69 Priority Alert – Priority Alert Modify ......................................................................................... 98 Figure 70 Incoming Calls – Selective Call Acceptance .......................................................................... 99 Figure 71 Selective Call Acceptance – Selective Call Acceptance Add ............................................. 100 Figure 72 Selective Call Acceptance – Selective Call Acceptance Modify ......................................... 102 Figure 73 Incoming Calls – Selective Call Rejection ............................................................................ 103 Figure 74 Selective Call Rejection – Selective Call Rejection Add ...................................................... 104 Figure 75 Selective Call Rejection – Selective Call Rejection Modify ................................................. 105 Figure 76 Selective Call Rejection Modify Page for Private COT Entry .............................................. 106 Figure 77 Incoming Calls − Sequential Ring ......................................................................................... 107 Figure 78 Sequential Ring − Sequential Ring Add ............................................................................... 109 Figure 79 Sequential Ring − Sequential Ring Modify ........................................................................... 110 Figure 80 Incoming Calls − Sequential Ring (View) ............................................................................. 111 Figure 81 Incoming Calls – Series Completion ..................................................................................... 112 Figure 82 Incoming Calls – Simultaneous Ring Personal .................................................................... 113 Figure 83 Simultaneous Ring Personal – Simultaneous Ring Personal Add ..................................... 114 Figure 84 Simultaneous Ring Personal – Simultaneous Ring Personal Modify ................................. 116 Figure 85 Incoming Calls – Simultaneous Ring Personal .................................................................... 117 Figure 86 User – Outgoing Calls ........................................................................................................... 118 Figure 87 Outgoing Calls – Automatic Callback ................................................................................... 119 Figure 88 Outgoing Calls – Call Return ................................................................................................. 120 Figure 89 Outgoing Calls – Calling Party Category .............................................................................. 120 Figure 90 Outgoing Calls – Last Number Redial .................................................................................. 121 Figure 91 User – Legacy Automatic Callback ....................................................................................... 121 Figure 92 Outgoing Calls – Calling Line ID Delivery Blocking ............................................................. 122 Figure 93 Outgoing Calls – Speed Dial 8 .............................................................................................. 123 Figure 94 Outgoing Calls – Speed Dial 100 .......................................................................................... 124 Figure 95 Speed Dial 100 – Speed Dial 100 Add ................................................................................. 125 Figure 96 Speed Dial 100 – Speed Dial 100 Modify ............................................................................ 126 Figure 97 Outgoing Calls – Account Codes .......................................................................................... 127 Figure 98 User – Communication Barring User-Control ....................................................................... 128 Figure 99 User – Communication Barring User-Control when User is Locked Out............................ 128 Figure 100 User – Group Paging ........................................................................................................... 129 Figure 101 Outgoing Calls – Personal Phone List ................................................................................ 130 Figure 102 Personal Phone List – Personal Phone List Add ............................................................... 131 Figure 103 Personal Phone List – Personal Phone List Modify........................................................... 131 Figure 104 Personal Phone List – Personal Phone List Import ........................................................... 132


Figure 105 User – Preferred Carrier User ............................................................................................. 133 Figure 106 Outgoing Calls – Two-Stage Dialing .................................................................................. 134 Figure 107 User – Call Control .............................................................................................................. 135 Figure 108 Call Control – Barge-in Exempt .......................................................................................... 137 Figure 109 Call Control – Call Waiting .................................................................................................. 137 Figure 110 Call Control – Call Pickup .................................................................................................... 138 Figure 111 Call Control − Customer Originated Trace ......................................................................... 139 Figure 112 Call Control – Directed Call Pickup ..................................................................................... 140 Figure 113 Call Control – Directed Call Pickup with Barge-in .............................................................. 141 Figure 114 Call Control – Diversion Inhibitor ........................................................................................ 142 Figure 115 Call Control – Flash Call Hold ............................................................................................. 142 Figure 116 Call Control – Call Transfer ................................................................................................. 143 Figure 117 Call Control – In-Call Service Activation ............................................................................. 144 Figure 118 Call Control – Three-Way Call ............................................................................................ 145 Figure 119 Call Control – Music/Video On Hold Page with Group-level Settings ............................... 145 Figure 120 Call Control – Music/Video On Hold with both Music On Hold User and

Video On Hold Features Assigned ................................................................................................... 146 Figure 121 Music/Video On Hold – Internal Calls Settings .................................................................. 147 Figure 122 Call Control – N-Way Calling .............................................................................................. 148 Figure 123 Call Control – Advice of Charge.......................................................................................... 148 Figure 124 Call Control – BroadWorks Anywhere ................................................................................ 149 Figure 125 Call Control – Available BroadWorks Anywhere Portals ................................................... 149 Figure 126 BroadWorks Anywhere – BroadWorks Anywhere Phone Number Add .......................... 150 Figure 127 BroadWorks Anywhere – BroadWorks Anywhere Criteria Add ........................................ 151 Figure 128 BroadWorks Anywhere – BroadWorks Anywhere Phone Number Modify ...................... 153 Figure 129 BroadWorks Anywhere Phone Number Modify – Selective Criteria Tab ......................... 153 Figure 130 BroadWorks Anywhere – BroadWorks Anywhere Criteria Modify ................................... 154 Figure 131 User – BroadWorks Mobility ................................................................................................ 155 Figure 132 Call Control – Call Centers .................................................................................................. 156 Figure 133 User – Call Recording.......................................................................................................... 158 Figure 134 Call Control – Charge Number ........................................................................................... 160 Figure 135 User – Executive (Assistants Tab) ...................................................................................... 161 Figure 136 User – Executive (Filtering Tab) .......................................................................................... 162 Figure 137 User – Executive Filtering Criteria Add ............................................................................... 164 Figure 138 User – Executive Filtering Criteria Modify........................................................................... 165 Figure 139 User – Executive (Filtering Tab) .......................................................................................... 166 Figure 140 User – Executive (Screening Tab) ...................................................................................... 167 Figure 141 User – Executive (Alerting Tab) .......................................................................................... 168 Figure 142 Call Control – Executive-Assistant ...................................................................................... 170 Figure 143 Executive – Filtering Tab (Assistant View) ......................................................................... 171 Figure 144 Executive Filtering Criteria Add (Assistant View) ............................................................... 172 Figure 145 Call Control – Executive Filtering Criteria Modify (Assistant View) ................................... 174 Figure 146 Executive – Filtering Tab (Assistant View) ......................................................................... 175 Figure 147 Executive – Screening Tab (Assistant View) ..................................................................... 176 Figure 148 Executive – Screening Tab (Assistant View) ..................................................................... 177 Figure 149 Call Control – Flexible Seating Guest ................................................................................. 179 Figure 150 Call Control – Flexible Seating Guest (Host Association Tab) .......................................... 180 Figure 151 User – Flexible Seating Guest (Host Association Tab with Active Association) .............. 181 Figure 152 Call Control – Group Night Forwarding ............................................................................... 182 Figure 153 Call Control – Hoteling Guest ............................................................................................. 183 Figure 154 Call Control – Hoteling Host ................................................................................................ 185 Figure 155 Call Control – Instant Messaging and Presence ................................................................ 186 Figure 156 Call Control – Push to Talk.................................................................................................. 187 Figure 157 Call Control – Physical Location ......................................................................................... 189


Figure 158 Call Control – Remote Office .............................................................................................. 189 Figure 159 Call Control – Shared Call Appearance ............................................................................. 191 Figure 160 Call Control – Shared Call Appearance Modify ................................................................. 192 Figure 161 Call Control – Video Add-On ............................................................................................... 194 Figure 162 Call Control – Zone Calling Restrictions ............................................................................. 194 Figure 163 User – Calling Plans ............................................................................................................ 195 Figure 164 Calling Plans – Incoming Calling Plan ................................................................................ 196 Figure 165 Calling Plans – (Enhanced) Outgoing Calling Plan (Originating Calls) ............................ 198 Figure 166 Calling Plans – Outgoing Calling Plan (Originating Calls) ................................................. 198 Figure 167 Calling Plans – Outgoing Calling Plan (Initiating Call Forwards/Transfers) ..................... 199 Figure 168 Calling Plans – Outgoing Calling Plan (Being Forwarded/Transferred) ........................... 200 Figure 169 Calling Plans – Outgoing Calling Plan (Call Me Now Tab) ................................................ 201 Figure 170 Calling Plans – (Enhanced) Outgoing Digit Plan (Originating Calls) ................................ 202 Figure 171 Calling Plans – Outgoing Digit Plan (Originating Calls) ..................................................... 202 Figure 172 Calling Plans – Outgoing Digit Plan (Initiating Call Forwards/Transfers) ......................... 203 Figure 173 Calling Plans – Outgoing Digit Plan (Call Me Now) ........................................................... 204 Figure 174 Calling Plans – Outgoing Pinhole Digit Plan (Originating Calls) ....................................... 205 Figure 175 Calling Plans – Outgoing Pinhole Digit Plan (Initiating Call Forwards/Transfers) ............ 206 Figure 176 Calling Plans – Outgoing Pinhole Digit Plan (Call Me Now) .............................................. 206 Figure 177 User – Client Applications ................................................................................................... 208 Figure 178 Client Applications – Attendant Console ............................................................................ 210 Figure 179 Attendant Console Display .................................................................................................. 212 Figure 180 Client Applications – BroadWorks Connector for Lotus Notes Sometime ........................ 212 Figure 181 Client Applications – Busy Lamp Field ............................................................................... 213 Figure 182 Client Applications – CommPilot Call Manager ................................................................. 214 Figure 183 Client Applications – Client Call Control ............................................................................. 215 Figure 184 Client Applications – Lync CTI ............................................................................................ 215 Figure 185 Client Applications – Lync Softphone ................................................................................. 216 Figure 186 Client Applications – Outlook Integration ........................................................................... 216 Figure 187 Client Applications – BroadTouch Business Communicator Desktop .............................. 217 Figure 188 Client Applications – BroadWorks Agent ........................................................................... 218 Figure 189 Client Applications – BroadWorks Supervisor ................................................................... 218 Figure 190 Client Applications – BroadWorks Receptionist–Enterprise ............................................. 219 Figure 191 Client Applications – BroadWorks Receptionist–Small Business ..................................... 220 Figure 192 Client Applications – BroadWorks Receptionist–Office ..................................................... 221 Figure 193 Client Applications – BroadSoft Assistant–Enterprise ....................................................... 222 Figure 194 Client Applications – BroadWorks Communicator ............................................................. 223 Figure 195 Client Applications – BroadWorks Communicator Multimedia ......................................... 223 Figure 196 Client Applications – BroadWorks Communicator G.729 ................................................. 224 Figure 197 Client Applications – eyePMedia Audio Video Client......................................................... 224 Figure 198 Client Applications – Office Communicator Tab ................................................................ 225 Figure 199 Client Applications – Polycom Web Browser ..................................................................... 225 Figure 200 Client Applications – Client License .................................................................................... 226 Figure 201 Client Applications – BroadTouch Mobile Link ................................................................... 226 Figure 202 Client Applications – Bria for BroadWorks.......................................................................... 227 Figure 203 Client Applications – Polycom Phone Services List ........................................................... 227 Figure 204 Client Applications – Polycom Phone Services Set ........................................................... 228 Figure 205 Client Applications – UC-Connect ...................................................................................... 228 Figure 206 User – Meet-Me Conferencing............................................................................................ 229 Figure 207 Meet-Me Conferencing – Meet-Me Conferences .............................................................. 230 Figure 208 Meet-Me Conferencing – Meet-Me Conference Add (Reservationless) .......................... 231 Figure 209 Meet-Me Conferencing – Meet-Me Conference Add (Recurring) ..................................... 232 Figure 210 Meet-Me Conference Add – Scheduling Details (Reservationless Conference) ............. 233 Figure 211 Meet-Me Conference Add – Scheduling Details (One-Time Conference) ....................... 234


Figure 212 Meet-Me Conference Add – Scheduling Details (Recurring Daily Conference) .............. 234 Figure 213 Meet-Me Conference Add – Scheduling Details (Recurring Weekly Conference) .......... 234 Figure 214 Meet-Me Conference Add – Scheduling Details (Recurring Monthly Conference) ......... 235 Figure 215 Meet-Me Conference Add – Scheduling Details (Recurring Yearly Conference) ............ 235 Figure 216 Meet-Me Conferencing – Meet-Me Conference Modify (Host View) ................................ 237 Figure 217 Meet-Me Conferencing – Meet-Me Conference Modify (Delegate View) ........................ 238 Figure 218 Meet-Me Conferencing – Meet-Me Conference Delegates Modify .................................. 239 Figure 219 Meet-Me Conferencing – Meet-Me Conference Custom Greeting Modify (Host View) .. 240 Figure 220 Meet-Me Conferencing – Meet-Me Conference Custom Greeting Modify

(Delegate View) ................................................................................................................................. 240 Figure 221 Meet-Me Conference Modify (Conference Access Information) ...................................... 241 Figure 222 Meet-Me Conferencing – Meet-Me Conference Recordings ............................................ 242 Figure 223 Meet-Me Conferencing – Meet-Me Conference Recordings ............................................ 242 Figure 224 Meet-Me Conferencing – Meet-Me Conference Bridges .................................................. 243 Figure 225 User – Messaging ................................................................................................................ 244 Figure 226 Messaging – Aliases............................................................................................................ 245 Figure 227 Aliases – Aliases Add .......................................................................................................... 246 Figure 228 Messaging – Distribution Lists ............................................................................................ 247 Figure 229 Distribution Lists – Distribution Lists Add/Delete ................................................................ 248 Figure 230 Messaging – Greetings ....................................................................................................... 249 Figure 231 Messaging – Integrated IM&P ............................................................................................ 251 Figure 232 Messaging – Short Message Service ................................................................................. 252 Figure 233 Messaging – Third-Party IM&P ........................................................................................... 252 Figure 234 Messaging – Voice Management ....................................................................................... 253 Figure 235 Messaging – Voice Management Advanced Settings ....................................................... 254 Figure 236 Messaging – Voice Portal ................................................................................................... 255 Figure 237 Messaging – Fax Messaging .............................................................................................. 257 Figure 238 Messaging – MWI Delivery to Mobile Endpoint ................................................................. 258 Figure 239 Messaging – Third-Party MWI Control ............................................................................... 259 Figure 240 Messaging – Third-Party Voice Mail Support..................................................................... 260 Figure 241 Messaging – Voice Portal Calling ....................................................................................... 261 Figure 242 User – Service Scripts ......................................................................................................... 262 Figure 243 Service Scripts – Configuration ........................................................................................... 263 Figure 244 Service Scripts – Load ........................................................................................................ 264 Figure 245 Service Scripts – Logs ......................................................................................................... 265 Figure 246 User – Utilities ...................................................................................................................... 266 Figure 247 Utilities – Authentication ...................................................................................................... 268 Figure 248 Utilities – Basic Call Logs (Placed Calls Tab) .................................................................... 269 Figure 249 Utilities – Basic Call Logs (Received Calls Tab) ................................................................ 270 Figure 250 Utilities – Basic Call Logs (Missed Calls Tab) .................................................................... 271 Figure 251 User – Enhanced Call Logs (Placed Calls Tab) ................................................................ 272 Figure 252 User – Enhanced Call Logs (Received Calls Tab) ............................................................ 273 Figure 253 User – Enhanced Call Logs (Missed Calls Tab) ................................................................ 274 Figure 254 Utilities – Feature Access Codes (Top of Page) ................................................................ 276 Figure 255 Utilities – Group Directory ................................................................................................... 284 Figure 256 Utilities – Group Directory Summary .................................................................................. 285 Figure 257 Utilities – Group Directory Detail ......................................................................................... 286 Figure 258 Utilities – Enterprise Directory (Top of Page) ..................................................................... 287 Figure 259 Utilities – Enterprise Directory Summary ............................................................................ 288 Figure 260 Utilities – Enterprise Directory Detail .................................................................................. 289 Figure 261 Utilities – Intercept User ...................................................................................................... 290 Figure 262 Utilities – Registrations ........................................................................................................ 292 Figure 263 Utilities – Prepaid ................................................................................................................. 293 Figure 264 Utilities – Visual Device Management ................................................................................ 293


Figure 265 Utilities – Security Classification .......................................................................................... 294


1 Summary of Changes

This section describes the changes to this document for each release and document version.

1.1 Changes for Release 20.0, Document Version 2 This version of the document includes the following change:

Revised indexing.

1.2 Changes for Release 20.0, Document Version 1 This version of the document includes the following changes:

Added sections 6.21 Executive and 6.22 Executive-Assistant and updated section 12.5 Feature Access Codes for the Executive and Assistant Services Feature Description (EV 160554).

Updated sections 6.19 Call Recording and 12.5 Feature Access Codes for the Call Recording – Start/Stop/Pause/Resume User Control Feature Description (EV 170972).

Updated section 6.19 Call Recording for the Call Recording End User Notification Of Recording Feature Description (EV 170971).

Updated section 10.4 Greetings for the Extended Away Feature Description (EV 173740).

Added sections 8.7 Lync CTI and 8.8 Lync Softphone for the Lync License Support Feature Description (EV 1730940).

Updated section 3.2 Profile for the Name Dialing Policy for Auto Attendant Feature Description (EV 178323).

Added section 12.12 Security Classification for the Visual Security Classification for Active Call Feature Description (EV 170974).

Added section 6.23 Flexible Seating Guest and updated section 12.5 Feature Access Codes for the Flexible Seating Feature Description (EV 114601).

Added section 12.11 Visual Device Management for the Visual Device Management Support Feature Description (EV 177199).

Updated section 6.19 Call Recording for the Call Recording Voice Mail Recording Feature Specification (EV 170964).

Updated section 3.7 Call Policies for the Call Processing Control Enhancements Feature Description (EV 178322).

Updated section 12.5 Feature Access Codes for the Hunt Group Call Busy Feature Description (EV 173577).

Added section 3.4 Announcement Repository and updated the 4.21 Custom Ringback User, 4.23 Pre-alerting Announcement, 6.13 Music/Video On Hold, 9.2.6 Define Conference Greeting, 10.4 Greetings, and 10.9 Voice Portal for the Announcement Repository Feature Description (EV 179248).



Corrected section numbering.


Updated section 4.20 CommPilot Express.

Updated section 12.5 Feature Access Codes for the Find-me/Follow-me Service Feature Description (EV 125258) and the Hunt Group Call Busy Feature Description (EV 146324).

Updated section 12.4.1 View Placed Calls for the Enhanced Call Log Server Feature Description (EV 117143).

Updated section 6.18 Call Centers for the Call Center Agent Not Reachable Stranded Policy Feature Description (EV 149564), CC Thresholds and Alerts Feature Description (EV 150062), and Call Center Skill-Based Routing Feature Description (EV 149447).

Added section 6.24 Group Night Forwarding for the Group Night Forwarding Service Feature Description (EV 155570).

Updated section 9 Meet-Me Conferencing for the Meet-Me Custom Entrance Announcement Feature Description (EV 150783), Meet-Me Security PIN Feature Description (EVs 150790 and 150792), and Meet-Me Attendee Initiated Self-Identity Feature Description (EV 150780).

Updated section 8 Client Applications for the Mobile Link Client License Feature Description (EV 160902) and Additional Client Licenses for BTBC and Generic Feature Description (EV 164985) and for EV 180736.

Updated section 3.3 Addresses for the Primary Line Controls Feature Description (EV 165936)

Updated sections 3.3 Addresses, 6.31 Shared Call Appearance, and 6.32 Video Add-On for the for the Device Management LinePort Ordering Enhancement Feature Description (EV 152312).

Updated section 12.9 Registrations for the SIP Authentication and Device Profile Password Rules Feature Description (EV 155574).

Updated sections 3.6 Schedules and 9 Meet-Me Conferencing for the Schedule User Interface Improvements Feature Description (EV 158330) and for EV 180946.

Corrected the capitalization of "voice portal".

Updated section 9.2.6 Define Conference Greeting for EV 179892.


Added section 5.12 Group Paging and modified sections 6.16 BroadWorks Anywhere and 6.31 Shared Call Appearance for the Group Paging Feature Description (EV 92408).

Updated sections 6.31 Shared Call Appearance and 8.4 Busy Lamp Field for the Call Park and Recall Enhancements Feature Description (EV 66066).

Updated section 12.5 Feature Access Codes for the Interrogation FACs for CW/SCR/ACR/CLIR/COLR Feature Description (EV 97685) and for the Call Recording Interface Feature Description (EV 46941).


Added section 9 Meet-Me Conferencing for the Meet-Me Conferencing, Phase 1 Feature Description (EV 110764), Meet Me Conference Delegates Support Feature Description (EV 142877).

Updated sections 3.6 Schedules, 4.11.2 Add Call Notify Entry, 4.18.2 Add Call Forwarding Selective Call Entry, 4.21.1 Add Custom Ringback User Entry, 4.24.2 Add Priority Alert Entry, 4.25.2 Add Selective Acceptance Entry, 4.26.2 Add Selective Rejection Entry, 4.27.2 Add Sequential Ringing Entry, 4.29.2 Add Simultaneous Ringing Personal Entry, 6.16.2 Add BroadWorks Anywhere Location for the Service Provider Schedules Feature Description (108949).

Added section 10.6 Short Message Service for the Short Message Service Feature Description (EV 52417).

Updated sections 10 Messaging and 3.2 Profile added sections 10.5 Integrated IM&P and 10.7 Third-Party IM&P for the BroadCloud IM&P Interconnect Support Feature Description (EV 114602).

Updated section 10.10 Fax Messaging for the Fax Alias Feature Description (EV 101583).

Added section 6.17 BroadWorks Mobility for the BroadWorks Mobility Feature Description (EV 119810).

Added section and updated section 7 Calling Plans for the Call Me Now Feature Description (EV 97691).

Updated the 5.9 Speed Dial 100 for the New Speed Dial 100 Dialing Pattern XX Feature Description (EV 104220).

Updated section 12 Utilities and added section 12.3 Basic Call Logs for the Basic Call Logs in Portal Feature Description (EV 143532).

Updated section 12.4 Enhanced Call Logs for the Enhanced Call Logs Server Feature Description (EV 113689).

Added section 7.5 Outgoing Pinhole Digit Plan for the Outgoing Calling Plan Dial Restriction Override Patterns Feature Description (EV 115681).

Updated section 7 Calling Plans to align the guide with the user interface.

Updated 8 Client Applications for the IBM Sametime License Feature Description (EV 115021).

Updated section 10.4 Greetings for the Greetings-Only Mailbox Option Feature Description (EV 115686).

Updated section 6.3 Call Waiting for the Calling Line ID with Call Waiting Decoupling Feature Description (EV 130563).

Updated section 3.2 Profile for the BroadCloud IM&P Interconnect Support Feature Description (EV 114602).

Updated sections 6.4 Call Pickup, 12.6 Group Directory, and 12.7 Enterprise Directory for the Search by Extension and User ID Feature Description (EV 62407).

Removed information and procedures for the Instant Conferencing service which has been replaced by Meet-Me Conferencing.

Updated section 12.4 Enhanced Call Logs for EV 155485.

Updated section 12 Utilities for EV 155610.

Updated document for EV 155944.


Updated section 4.17.2 Select Distinctive Ring Pattern.

Updated sections 5.9.1 View or Delete Speed Dial 100 Dialing Codes and 12.5.1 View Your Feature Access Codes for EV 156545.

Updated section 9.2 Conferences for EV 156605.


Updated section 6.18.1 Configure Call Center Settings or Join Call Centers for EV 112225.

Removed custom features, which include Intelligent Network Service Control, Simultaneous Ringing Family, and Mobile Extension to Extension Dialing as well as Assistant–Mobile.


Updated section 12.5 Feature Access Codes for the Call Center Enhancements, Voice Mail Retrieval FAC, Communication Barring User-Control, Legacy Automatic Callback Service (EV 98945), Directed MSN Support, and Call Center Barge-in Enhancements (EV 98104) Feature Descriptions.

Updated section 12.8 Intercept User for the Intercept Enhancements Feature Description.

Updated section 4.26 Selective Rejection for the Selective Call Rejection Enhancements Feature Description (EV 91793).

Added section 5.11 Communication Barring User-Control for the Communication Barring User-Control Feature Description.

Added sections 4.5 Calling Name Delivery and 4.6 Calling Number Delivery for the Calling Name and Number Delivery Split Feature Description (EV 95515).

Updated section Holiday Schedule for the Holiday Schedule Enhancements Feature Description.

Updated section 6.11 In-Call Service Activation for the In-Call Service Activation Enhancements for Call Transfer Feature Description (EV 95517).

Updated section 6.18 Call Centers for the Call Center Enhancements Feature Description (EV 95370).

Updated section 3.7 Call Policies for the Hidden Call Forwarding Option Support Feature Description (EV 98932).

Updated section 6.7 Directed Call Pickup with Barge-in for the Call Center Barge-in Enhancements (EV 98104) Feature Description.

Added section 8.21 Office Communicator Tab for the Office Communicator Tab Feature Description (EV 98563).

Updated sections 4.29 Simultaneous Ringing Personal and 4.30 Simultaneous Ringing Family for the Add Selective Criteria to Simultaneous Ringing Feature Description.

Updated section 6.18 Call Centers for the Agent Unavailability Codes Feature Description (EV 98105).


Deleted sections Time Schedule and Holiday Schedule and replaced them with section 3.6 Schedule for the Schedule Recurrence Support Feature Description (EV 99280).

Added section 3.11 Office Zone for the Location-based Calling Restrictions Feature Description (EV 101360).

Added section 4.23 Pre-alerting Announcement for the Pre-alerting Announcement Feature Description (EV 99279).

Added section 5.6 Legacy Automatic Callback for the Legacy Automatic Callback Service Feature Specification (EV 98945).

Updated sections 10.8 Voice Management and 10.13 Third-Party Voice Mail Support for the Location-based Calling Restrictions Feature Description (EV 101360).

Updated section 6.18 Call Centers and added section 3.9 Route Point Supervisors for the Network CTI Integration Feature Description (EV 87520).

Updated section 10.8 Voice Management for EV 105948.

Updated section 4.25 Selective Acceptance for EV 109993.

Updated section 5.6 Legacy Automatic Callback for EV 110106.

Updated section 10.13.1 Configure a Third-Party Voice Mail System for EV 110539.

Updated sections 12.6 Group Directory and 12.7 Enterprise Directory for the Variable Length and Longer Extension Support Feature Description (EV 95518).


Added section Holiday Schedule, and modified sections 3 Profile, 4.11 Call Notify, 4.18 Call Forwarding Selective, 4.21 Custom Ringback User, 4.24 Priority Alert, 4.25 Selective Acceptance, 4.26 Selective Rejection, 4.27 Sequential Ring, and 6.16 BroadWorks Anywhere for the Selective Call Forwarding Enhancement and Selective Call Rejection to Block Forwarded Calls Feature Description.

Modified section 6.7 Directed Call Pickup with Barge-in for the Barge-In Feature Access Code Feature Description.

Modified sections 3.3 Addresses and 6.20 Charge Number for the Enterprise Trunking Feature Description.

Modified sections 4.21 Custom Ringback User and 6.13 Music/Video On Hold for the User-Defined Custom Ringback and Music on Hold Feature Description.

Added section 12.10 Prepaid for the IMS Accounting Ro Interface Feature Description.

Added section 6.15 Advice of Charge and modified section 12.5 Feature Access Codes for the Advice of Charge Feature Description.

Updated section 5.4 Calling Party Category for the Configurable Calling Party Category Values Feature Description.

Modified section 12.5 Feature Access Codes for the Advice of Charge, Interrogation FAC, Selective Call Forwarding Enhancements, SIP Bridged Lines, and Call Return to Playback Number Feature Descriptions.

Modified section 4.26 Selective Rejection for the Selective Call Rejection to Block Forwarded Calls Feature Description.


Modified section 6.18 Call Centers and added section 3.10 Supervisor for the Call Center Enhancements Feature Description.

Added section 8.25 Bria for BroadWorks for the Bria for BroadWorks Feature Description.

Modified section 3.2 Profile for the Communication Barring – Fixed Feature Description.

Added section 8.26 Polycom Phone Services.

Modified section 8 Client Applications for the Web-based/Web-Services-based Receptionist and Call Center Client Applications Feature Description.

Added sections on Intelligent Network Service Control and Simultaneous Ringing Family and modified sections 4.11 Call Notify, 4.29 Simultaneous Ringing Personal to match the interface.

Added section 8.27 UC-Connect for EV 96730.

Updated for EV 98908.


Updated section 4.24.2 Add Priority Alert for EV 84336.

Updated section 7.3.3 Display Permission for Your Calls to Be Forwarded or Transferred for EV 61621.


Updated section 5.2 Automatic Callback for EV 67093.


Updated sections 6.31.2 Enable or Disable Shared Call Appearance and 10.10.1 Turn Fax Messaging On and Off for EV 67122.

Updated sections 12.5.1 View Your Feature Access Codes and 5.2 Automatic Callback for EV 67093.

Added a new check box called Enable this location in section 6.31.2 Enable or Disable Shared Call Appearance.

For the Automatic Callback Enhancements Feature Description, added two new feature access codes for Automatic Callback Menu Access and Automatic Callback Deactivation to section 12.5 Feature Access Codes.

For the Configurable Maximum For Number of Rings Setting Feature Description, updated the number of rings for the Call Forwarding No Answer, Sequential Ringing, Third-Party Voice Mail Support, and Greetings services in sections 4.9 Call Forwarding No Answer, 4.27 Sequential Ringing, 10.13 Third-Party Voice Mail Support and 10.4 Greetings.

For the Zone Calling Restrictions Feature Description, added new user service to section 6.33 Zone Calling Restrictions.


1.12 Changes for Releases 14.sp1 through 14.sp6 Release 14.sp6 The following changes were made to this document for Release 14.sp6:

For the Anonymous Call Rejection Feature Access Codes Feature Description, added two new feature access codes for Anonymous Call Rejection Activation and Anonymous Call Rejection Deactivation to section 12.5 Feature Access Codes.

For the Revised Attendant Console Feature Description, updated document to show the new single link to launch the Attendant and/or Console Call Manager, (depending on which services are configured for the user) in sections 8.2 Attendant Console and 8.5 CommPilot Call Manager.

Release 14.sp5 There were no changes to this document for Release 14.sp5.

Release 14.sp4 The following changes were made to this document for Release 14.sp4:

For the Answer Confirmation on Forking Services Enhancements Feature Description, added the “Answer Confirmation” check box for the Simultaneous Ringing service to section 4.29 Simultaneous Ringing Personal.

For the BroadWorks Anywhere Feature Description, added section 6.16 BroadWorks Anywhere.

For the Busy Camp On Feature Description, added new Call Transfer Recall settings for busy camp on functionality to section 6.10 Call Transfer.

For the Delete Call Logs Feature Description, added new delete call logs functionality to section 12.4 Enhanced Call Logs.

For the Group Call Park Feature Description, added the Group Call Park feature access code to section 12.5 Feature Access Codes.

For the Hoteling Timer Enhancements Feature Description, described enhancement to the Hoteling service, which made the disassociation timer optional to sections 6.26 Hoteling Host and 6.25 Hoteling Guest.


For the Call Manager Server Feature Description, updated sections 8.2 Attendant Console and 8.5 CommPilot Call Manager to add automatic login options.

For the Call Center Architecture Enhancements Feature Description, added ACD states to section Indicate Your ACD State of Join a Call Center.

For the Connected Line Identification Presentation (COLP)/Connected Line Identification Restriction (COLR) Feature Description, added section 3.7 Call Policies and 4.12 Connected Line Identification Restriction.

For the External Custom Ringback Feature Description, added new External Custom Ringback service to section 4.22 External Custom Ringback.

For the In-Call Service Activation for TDM Overlay Feature Description, added new In-Call Service Activation service to section 6.11 In-Call Service Activation.

For the Telephone Number Inventory Feature Description, added Activation Status to sections 3.3 Addresses, 4.16 Automatic Hold Retrieve and 10.10 Fax Messaging.



For the Call Forwarding Not Reachable Feature Description, the Call Forwarding Not Reachable service was added to section 4.10 Call Forwarding Not Reachable.

For the Receptionist – Application Server Licenses and Lists Feature Description, the BroadWorks Receptionist – Enterprise, BroadWorks Receptionist – Small Business, and BroadWorks Receptionist – Office were added to section 8 Client Applications. The Attendant Console service was also updated to allow the selection of a list of users to monitor. The Phone Status Monitoring section was removed.

For the Call Transfer Recall Feature Description, added new Call Transfer Recall settings to section 6.10 Call Transfer.

For the Hoteling Guest Provisioning Enhancements Feature Description, added new host association limit information to section 6.25 Hoteling Guest.

For the MWI Delivery to Mobile Endpoint Feature Description, added new user service to section 10.11 MWI Delivery to Mobile Endpoint.

For the Shared Call Appearance Enhancement Feature Description, added new check box called Allow Call Retrieve from another location to section 6.31 Shared Call Appearance.

For the User Managed Privacy Service Feature Description, added new options to section 3.7 Call Policies.

Release 14.sp1 There were no changes to this document for Release 14.sp1.


2 About This Guide

The BroadWorks Application Server User Web Interface Administration Guide is designed to assist users with all CommPilot Personal web portal functions on BroadWorks. The web portal enables users to self-configure and manage group and personal features in real-time. Detailed instructions for each CommPilot Personal function and page can be found both in this guide and in the online help, available from the Help link on each web page.

This guide assumes users are familiar with the procedures in the BroadWorks Getting Started Web Interface Administration Guide.

The organization of this guide follows the structure of the user interface.


3 Profile

Once you have logged in to the system, the User – Profile page appears. This is your Home page. At any time, you can click Home to return to your Home page.

Use the User – Profile menu page to manage your personal profile data.

Figure 1 User – Profile

Basic menu

The Basic menu displays the items that all users can use including:

− Profile

− Addresses

− Passwords

− Schedules

Advanced services

This menu displays the menu items that users can use only if such functions have been assigned to them:

− Call Policies

− Privacy

− Route Point Supervisors

− Supervisor

− Office Zone

3.1 Access Profile Menu When you log in, the User – Profile menu page appears. This is your Home page. You can click Home to access this page from any other page in CommPilot Personal web interface or click Profile from the Options list.


3.2 Profile Use this menu item on the User – Profile menu page to modify your personal information. Information marked with an asterisk is required. You cannot edit read-only information.

Figure 2 Profile – Profile

1) On the User – Profile menu page, click Profile. The User – Profile page appears.

2) Provide the following information. Required data are indicated with an asterisk (*). Other data are optional, but recommended.

Input Box Name Required? Instructions Example

Service Provider ID or Enterprise ID

(Read only) Service provider or enterprise for your group.

AWSTelecom

Group (Read only) Name of the group to which you belong. ABCDistributing

User ID (Read only) Your login ID. [email protected]

Last Name Yes Your last name. Jones-Smith

First Name Yes Your first name. Joseph

Calling Line ID Last Name

(Read only) Last name that appears on caller ID. Smith

Calling Line ID First Name

(Read only) First name that appears on caller ID. Joseph

Name Dialing Last Name

Optional Last name used by the automated receptionist to find you when callers dial by name.

Smith

Name Dialing First Name

Optional First name used by the automated receptionist to find you when callers dial by name.

Joe



Calling Line ID Phone Number (see Note 1)

(Read only) Optional

Phone number that appears on caller ID. If the administrator has enabled the Configurable Calling Line ID (CLID) for Emergency Calls, this number appears for emergency calls (for example, 911). If this number does not appear, the Group CLID appears for emergency calls.

3015551000

Department (Read only) Your department. Finance

Language Yes The language of your interface. English

Time Zone Yes A drop-down list of time zones. (GMT-05:00) – US Indiana

Network Class of Service

(Read only) The network class of service assigned to you, which determines how your calls are processed.

Business Standard

Additional Information Area

Title No Your title. Marketing Director

Pager No Your complete pager number. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long-distance number within the U.S.

4105558888

Mobile No Your complete mobile phone number. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long-distance number within the U.S.

4105559999

Yahoo ID No Your Instant Messaging Yahoo ID. Chatsalot88

E-mail No Your valid e-mail address in the format of [email protected].

[email protected]

Location No Your specific location (for example floor number or cubicle number).

12th Floor

Address No Your street address; this is likely the company address.

123 Main Street Suite 701

City No Your city name. Baltimore

State/Province No A drop-down list of states and Canadian provinces.

MD

Zip/Postal Code No Your zip or postal code. 20877

Country No Your country. United States

IM&P ID (see Note 2).

(Read-only for Integrated IM&P) Optional

The ID for your Integrated IM&P or Third-party IM&P service. You can only change your IM&P ID if you have the Third-Party IM&P service, and either do not have the Integrated IM&P service or your Integrated IM&P service is disabled.

[email protected]



IM&P Password (Read-only for Integrated IM&P) Optional

To change your IM&P password, type the new password. You can only change your IM&P ID if you have the Third-Party IM&P service, and either do not have the Integrated IM&P service or your Integrated IM&P service is disabled.

******

Re-type IM&P Password

Optional Type your new IM&P password again. ******

NOTE 1: The Calling Line ID Phone Number does not appear on the web page if your administrator did not configure this item.

NOTE 2: The Instant Messaging and Presence (IM&P) credentials (ID and password) appear only if you have the Integrated IM&P service activated or Third-Party IM&P service assigned. When you have both services assigned and Integrated IM&P is active, Integrated IM&P credentials are displayed (in read-only mode).

3) Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page.

To exit without saving, click Cancel or select another page.

3.3 Addresses Use this menu item on the User – Profile menu to view your phone numbers and other identities that are used to make and receive calls.

Figure 3 Profile – Addresses for User Assigned Identity/Device Profile


NOTE: Identity/Device profile or Trunk Group information is visible only if it has been defined for you by your administrator. Figure 3 shows the User – Addresses page for a user with an Identity/Device Profile assigned, Figure 4 shows the User – Addresses page for a user assigned to a trunk group, and Figure 5 shows the User – Addresses Advanced Settings page for a user with an Identity/Device Profile assigned.

Figure 4 Profile – Addresses for User Assigned to Trunk Group

Figure 5 Profile – Addresses Advanced Settings

1) On the User – Profile menu page, click Addresses. The User – Addresses page appears.

The following table explains the items on this page:

Item Name Description Example

Phone Number Your phone number. 3015551005


Item Name Description Example

Activation Status The activation status of the assigned phone number is displayed to the right of the number. The activation status is either “Activated” or “Not Activated”. The status is not shown if the phone number is set to “None”. Once your number is activated your phone (device) can be used to place calls; log in to the voice portal, receive voice messages, and so on.

Activated

Extension Your extension. 1005

Identity/Device Profile

Identity/Device Profile Name

The name of the identity/device profile assigned to you. Polycom601_7000_1

Line/Port The line/port of the identity/device profile assigned to you. Not available in IMS deployments.

4040@ abcdistributing.com

Public Identity The alphanumeric string identifying the device handling your calls. Available only in IMS deployments.

joesmith@ abcdistributing.com

Port Number The device port number assigned to you. Applicable only for devices with static line ordering enabled.

6

Contact Up to five contact addresses. Only available for identity/device profile types that allow static registrations. In IMS deployments, multiple contacts are not allowed.


Trunking

Trunk Group The trunk group assigned to you. abctrunkgroup

Line/Port Your line, port number, or SIP address, depending on the identity/device profile type assigned to you or to your trunk group. Not available in IMS deployments.


Public Identity The alphanumeric string identifying the device handling your calls. Available only in IMS deployments.


Contact Up to five contact addresses. Only available for trunks with a static registration-capable device assigned. In IMS deployments, multiple contacts are not allowed.


Alternate Trunk Identity

Your alternate trunk identity. joesmith@ abcdistributing.com

Enterprise Trunk The enterprise trunk you are assigned to. entTrunk1 (or any name your administrator gives to the enterprise trunk)

Aliases Up to three valid aliases to be used for URL dialing and other services.

joesmith@ abcdistributing.com or 3015551000@ broadsoft.com


2) If the Advanced Settings link is visible, click the link to view the advanced settings configured for your main line. The User – Addresses Advanced Settings read-only page appears.

The following table explains the items on this page:

Item Name Description

Allow Origination from this location When this option is checked, call originations from your main line are allowed.

Allow Termination to this location When this option is checked, call termination to your main line are allowed.

3) To display the previous page, click OK.

3.4 Announcement Repository Your Announcement Repository is a repository for all your custom announcements that you use in your services and allows you to add, modify, or delete announcements. It provides the following capabilities:

The ability to share a single announcement among multiple services.

The ability to modify an announcement while it is being used by services.

The ability to keep an announcement on the system without it being used by a service.

NOTE: You can also create announcements from the voice portal that can be used by any service.

Use this menu item on the User – Profile menu page to manage your custom announcements using the following procedures.

List and Delete Announcements

Add Announcement

Modify Announcement

3.4.1 List and Delete Announcements Use the Profile – Announcement Repository page to list your custom announcements.

This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, and click the page links, such as Next or Last. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.


Figure 6 Profile – Announcement Repository

1) On the User – Profile menu page, click Announcement Repository. The User – Announcement Repository page appears. The Audio tab is displayed by default.

2) To view your video announcements, click Video.

3) To search for specific announcements, enter your search criteria and click Search. Or to display all audio or video announcements, click Search without entering any criteria.

The announcements are listed with their type and file size.

4) To delete an announcement, check the Delete box in the row of the announcement.




3.4.2 Add Announcement Use the Profile – Announcement Repository Add page to add announcements to your Announcement Repository.

Figure 7 Profile – Announcement Repository Add

1) On the User – Profile menu page, click Announcement Repository. The User – Announcement Repository page appears.

2) Click Add. The User – Announcement Repository Add page appears.

3) In the Name text box, enter a name for the new announcement.

4) In the Upload Announcement File text box, type the path and file name of a file with your announcement or click Browse to locate the file on your computer.

5) Click OK. OK saves your changes and displays the previous page.


3.4.3 Modify Announcement Use the Profile – Announcement Repository Modify page to modify and existing announcement in your Announcement Repository.

Figure 8 Profile – Announcement Repository Modify


1) On the User – Profile menu page, click Announcement Repository. The User – Announcement Repository page appears, displaying the Audio tab.

2) To modify a video announcement, click the Video tab.

3) To search for specific announcements, enter your search criteria and click Search. Or to display all audio or video announcements, click Search without entering any criteria.

4) Click Edit in the row of the announcement to modify. The Group – Announcement Repository Modify page appears.

5) Modify the announcement as required. For information on the fields available on this page, see section 3.4.2 Add Announcement.

6) Click Apply or OK. Apply saves your changes. OK saves your changes and returns to the previous page.

To exit without changing, click Cancel or select another page.

3.5 Passwords Use this menu item on the User – Profile menu page to change your web access and portal passwords.

Figure 9 User – Passwords

3.5.1 Change Your Password Use this procedure to reset your web access or voice portal password.

1) On the User – Profile menu page, click Passwords. The User – Passwords page appears.

2) Click the button to indicate which password you are changing. To change the password that gets you into BroadWorks, click Set web access password. To change the password for your voice messaging options, click Set portal password.

NOTE: The Set portal password option appears only if you have the Voice Messaging service.


3) Type your current password. Type the password exactly as you do when logging into the system, including capitalization. The password does not appear as you type on the keyboard; * appears for each character typed, for example, ******.

4) Type the new password. Enter the password exactly as you do when logging into the system, including capitalization. Web access passwords are alphanumeric combinations that must begin with a character. Portal passwords are numeric characters only. The password does not appear as you type on the keyboard; * appears for each character typed, for example ******.

5) Type the new password again. Re-type the new password exactly as it was typed the first time, including capitalization.


To exit without saving, select another page or click Cancel to display the previous page.

3.6 Schedules The Schedules feature allows you to create personal schedules and view group schedules, and enterprise schedules if your group is part of an enterprise. You cannot modify or delete group and enterprise schedules.

Schedules can be of one of two types: Holiday or Time.

You can apply schedules to services such as BroadWorks Anywhere, Call Notify, or Selective Call Forwarding to specify when the service applies.

You create a schedule by first creating an empty schedule and then adding events to it to specify when the schedule applies.

NOTE: An empty schedule, that is a schedule with no events, is considered by the system as always applying.

Use the Schedules menu item on the User – Profile menu page to:

List and Delete Schedules

Add Personal Schedule

Add Event to Personal Schedule

Modify Personal Schedule

View Group or Enterprise Schedule Details

3.6.1 List and Delete Schedules Use the User – Schedule page to list your list the schedules available to you and to delete a personal schedule. From this page, you can also access pages to view, add, or modify schedules.

NOTE: You can view but not modify or delete group and enterprise schedules.


Figure 10 User – Schedule

7) On the User – Profile menu page, click Schedule. The User – Schedule page appears, listing the schedules available to you.

This page is a list page. Depending on the number of pages of data in a list, list pages allow you to search several different ways. You can click the heading of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, and click the page links, for example, Find or Find All. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

6) To delete a schedule, check the Delete box in the row of the schedule to delete. You can only delete personal schedules.


8) To exit without saving, click Cancel or select another page.

3.6.2 Add Personal Schedule Use the User – Schedule Add page to add a personal schedule.

Figure 11 User – Schedule Add

8) On the User – Profile menu page, click Schedules. The User – Schedules page appears.

9) Click Add. The User – Schedule Add page appears.


10) In the Schedule Name text box, enter a name for the schedule.

11) For Schedule Type select the type of schedule you want to create:

− To create a holiday schedule, check Holiday.

− To create a time schedule, check Time.

12) Click OK. This creates a schedule with no events. To complete the definition, add one or more events to the schedule; follow instructions in section 3.6.3 Add Event to Personal Schedule.

3.6.3 Add Event to Personal Schedule Use the User – Event Add page to add an event to the selected schedule.

Figure 12 User – Event Add

13) On the User – Profile menu page, click Schedules. The User – Schedules page appears.

14) Click Edit in the row for the schedule to which you want to add an event. The User – Schedule Modify page appears.

15) Click Add. The User – Event Add page appears.

16) In the Event Name text box, enter a name for the event.

17) In the Start Date box, type a date in the month/day/year format or select a date from the pop-up calendar.

18) To make it an all day event, check the All Day Event box.

NOTE: When you check All Day Event, the Start Time and End Time options are disabled.

19) If applicable, in the Start Time box, type a time (HH:MM) and select AM or PM from the drop-down list.

20) In the End Date box, type a date in the month/day/year format or select a date from the pop-up calendar.


21) If applicable, in the End Time box, type a time (HH:MM) and select AM or PM from the drop-down list.

22) Configure the recurrence pattern. From the Recurs drop-down list, select the type of recurrence for the event from the following options: Never, Daily, Weekly, Monthly, or Yearly. Never signifies that this is a one-time event.

− If you selected Daily, enter the frequency of occurrence in days.

Figure 13 Event Add – Daily Recurrence Pattern

− If you selected Weekly, enter the frequency of occurrence in weeks and select the day or days of the week on which the event should occur.

Figure 14 Event Add – Weekly Recurrence Pattern

− If you selected Monthly, enter the frequency of occurrence in months and specify the day for the recurrence of the event. Select one of the following options:

− To schedule the event on a specific day of the month, for example, the 27th, check Day <X> of the month and enter the day.

− To schedule the event on a specific day of the week within the month, for example the second Monday of the month, check The <Xth> <Day-of-Week> of the month and select Xth and Day-of-Week from the drop-down lists.

Figure 15 Event Add – Monthly Recurrence Pattern

− If you selected Yearly, specify the frequency of occurrence in years, for example every two years, and specify the day for the recurrence of the event. Select one of the following options:

− To schedule the event on a specific day of the year, check Day <X> of <Month> and select the day and the month.

− To schedule the event on a specific day of the week and month, for example, the first Sunday of January, check The <Xth> <Day-of-Week> of <Month> and select Xth, Day-of-Week, and Month from the drop-down lists.


Figure 16 Event Add – Yearly Recurrence Pattern

23) If this is a recurring event, specify when the event should end. In the Recurrence Range section, select one of the following options for End:

− Never

− After <X> occurrences, and enter the number of occurrences

− Date, and select a date from the calendar

Figure 17 Event Add – Recurrence Range



3.6.4 Modify Personal Schedule Use the User – Schedule Modify page to modify personal schedules.

NOTE: You can view but not modify group and enterprise schedules.

Figure 18 User – Schedule Modify

1) On the User – Profile menu page, click Schedule. The User – Schedule page appears.


2) Click Edit or any item in the row for the schedule you want to modify. The User – Schedule Modify page appears.

NOTE: If you selected a group or enterprise schedule, this page is read-only.

3) To change the schedule name, in the Schedule Name text box, enter the new name.

4) To delete one or more events from the schedule, check the Delete box in the rows for the events to delete and click Apply.

5) To modify an event, click Edit in the row for the event modify. The User – Event Modify page appears.

Figure 19 User – Event Modify

7) Modify the event as required. For information about the options available on this page, see section 3.6.3 Add Event to Personal Schedule.




3.6.5 View Group or Enterprise Schedule Details Use the User – Schedule View and User – Event View pages to view the details of a group or enterprise schedule.

Figure 20 User – Schedule View

Figure 21 User – Event View

1) On the User – Profile menu page, click Schedule. The User – Schedule page appears.

2) Click View in the row for the schedule you want to view. The User – Schedule View page appears.

3) To view the details of an event, click View in the row for the event. The User – Event View page appears.

4) To return to the previous page, click OK.


3.7 Call Policies Use this menu item on the User – Profile page to configure Call Policies.

The Connected Line Identification Presentation (COLP) service is used to maintain the privacy of the connected line identity for the destination of a redirected call. This allows users who redirect their calls to a personal number (for example, a mobile phone) to (optionally) keep this number private and use their business number as a connected line identity. This service is also applicable to other call redirection services such as Hunt Groups and Call Centers, where the pilot number can be delivered as a connected line identity instead of the agent’s number.

The Connected Line Identification Privacy on Redirected Calls option applies to redirections and “forkings” before and after answer including Call Forwarding, Blind Transfer, Transfer with Consultation, Sequential Ringing, and Simultaneous Ringing. This option does not apply to services that are not considered redirections or forkings, such as Automatic Hold/Retrieve, Call Pickup, Call Park, Directed Call Pickup, Directed Call Pickup with Barge-in, all types of Recalls, and so on.

Figure 22 User – Call Policies

1) On the User – Profile menu page, click Call Policies from the Advanced menu. The User – Call Policies page appears.

2) Select the privacy setting for Connected Line Identification Privacy on Redirected Calls.

3) For Connected Line Identification Privacy on Redirected Calls, select one of the following options:

− No Privacy – This is the default value. When set to this option, the redirecting party allows the Connected Line Identification Presentation of the redirect destination to be sent to the remote party.

− Privacy for External Calls – When this option is selected, the redirecting party allows the COLP of the redirect destination to be sent to the remote party only when the remote party is in the same group/enterprise as the redirecting party. If the remote party is not in the same group/enterprise as the redirecting party (in other words, is viewed as a network subscriber), then the COLP sent to the remote party is the COLP of the redirecting party, and not the COLP of the redirect destination.


− Privacy for All Calls – When this option is selected, the redirecting party never allows the COLP of the redirect destination to be sent to the remote party. The COLP sent to the remote party is always the COLP of the redirecting party, and not the COLP of the redirect destination.

4) For Send Call Being Forwarded Response on Redirected Calls, select Never, Internal Calls, or All Calls.

This parameter appears only if enabled by the system administrator. It allows you to decide whether and for which calls a response message should be sent back to the originator when the call is being redirected.

5) If applicable, select one of the following options for Calling Line Identity for Redirected Calls:

− Originating Identity – This is the default value. When this option is selected, the originating party’s calling line identity is provided to the redirection destination.

− Redirecting User's Identity for External Redirections – If the redirection is external (not a group/enterprise redirection), then the redirecting user’s external calling identity is provided to the redirection destination. If the redirection is internal, then the originating party’s calling line identity is provided to the redirection destination.

− Redirecting User’s Identity for All Redirections – When this option is selected, the redirecting user’s calling line identity (internal or external as appropriate based on the redirection destination) is provided to the redirection destination.



3.8 Privacy The Privacy service allows you to exclude yourself from group and enterprise directory listings as well as Auto Attendant extension and/or name dialing. You can also select members in an enterprise or group who are allowed to monitor your phone status. These selected members can view your phone status even if you enable phone status privacy.

3.8.1 Customize Privacy Use this menu item on the User – Profile page to configure the Privacy service.

By default, all user names and numbers appear in group and enterprise directory listings. These listings are accessible via the User – Utilities menu and the Call Manager Group/Enterprise tab. The Privacy service allows you to remove your name from these directory listings.

NOTE: The Privacy service hides your name and number from other users in your own group/enterprise and from group administrators. It does not hide it in Lightweight Directory Access Protocol (LDAP) listings or Outlook listings, nor does it remove it from people’s personal directories.

The User – Privacy page is a list page that contains an advanced search. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.


Figure 23 User – Privacy

1) On the User – Profile menu page, click Privacy. The User – Privacy page appears.

2) To enable directory privacy, select Enable Directory Privacy. With privacy enabled, when another user does a directory listing, your name and information do not appear. With privacy disabled, your name appears as usual.

3) To exclude yourself from Auto Attendant extension dialing, select Auto Attendant Extension Dialing Privacy.

4) To exclude yourself from Auto Attendant name dialing, select Auto Attendant Name Dialing Privacy.

5) To keep you phone status private, select Phone Status Privacy.

6) Select users who are allowed to see your phone status:

− In the Available Users column, select the users and click Add >. You can select some or all of the items in a column. Item names are listed in alphabetical order.

Or to select all users, click Add All >>.

7) To revoke the ability to see your phone status from some users.

− In the Monitored Users column, select the users and click Remove <.

Or to disallow all users to see you phone status, click Remove All <<.




3.9 Route Point Supervisors Use this menu item on the User – Profile menu page to view the route point supervisors assigned to you.

This menu item is only visible if your group has the Route Point service and you have been assigned the Call Center – Premium service.

3.9.1 View Assigned Supervisors Use the User – Route Point Supervisors page to view the route point supervisors assigned to you.

Figure 24 User – Route Point Supervisors

1) On the User – Profile menu page, click Route Point Supervisors. The User – Route Point Supervisors page appears, listing your route point supervisors.

2) Click OK to return to the previous page.

3.10 Supervisor Use this menu item on the User – Profile page to view the call centers you supervise and to manage the list of agents you supervise for the call centers.

NOTE: This menu item is available only if you have been assigned as a supervisor to one or more call centers.

Figure 25 User – Supervisor

1) On the User – Profile menu page, click Supervisor. The User – Supervisor page appears, listing the call centers to which you were assigned as supervisor.



3.10.1 Select Agents to Supervise Use the User – Supervised Agents page to configure the agents you want to supervise. Available agents are all call center agents currently not supervised and can include agents that are also supervisors.

Figure 26 User – Supervised Agents

1) On the User – Profile menu page, click Supervisor. The User – Supervisor page appears.

2) Click Edit or the Call Center ID in the row of the call center whose agents you want to supervise. The User – Supervised Agents page appears, displaying the list of available agents and agents supervised by you.

3) To select agents to supervise:

− In the Available Agents column, select the one or more agents, and click Add >. The selected agents are moved to the Assigned Agents column.

− To supervise all available agents, click Add All >>.

4) To unselect a currently supervised agent:

− In the Assigned Agents column, select one or more users and click Remove <.

5) To unselect all supervised agent, click Remove All <<.

6) To save your changes, click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page.



3.11 Office Zone Use the User – Office Zone page to view the office zone and primary zone assigned to you by your group administrator.

Figure 27 User – Office Zone

1) On the User – Profile menu page, click Office Zone from the Advanced menu. The User – Office Zone page appears.



4 Incoming Calls

Use the User – Incoming Calls menu page to manage incoming calls, for example, forwarding or screening your calls.

Figure 28 User – Incoming Calls

The following list of menu items includes all existing functions and services, although you may not see all of them on your User −Incoming Calls menu page. Your User – Incoming Calls page displays menu items that you can use only if such items have been assigned to you. Contact your system administrator to have additional functions or services assigned to you.

The User – Incoming Calls menu page contains these menu items:

Basic menu

− Anonymous Call Rejection

− Calling Line ID Blocking Override

− Calling Name Retrieval


− Calling Name Delivery

− Calling Number Delivery

− Call Forwarding Always

− Call Forwarding Busy

− Call Forwarding No Answer

− Call Forwarding Not Reachable

− Call Notify

− Connected Line Identification Restriction

− Do Not Disturb

− External Calling Line ID Delivery

− Internal Calling Line ID Delivery

Advanced services

− Automatic Hold Retrieve

− Alternate Numbers (Distinctive Ring)

− Call Forwarding Selective

− Call Me Now

− CommPilot Express

− Custom Ringback User

− External Custom Ringback

− Pre-alerting Announcement

− Priority Alert

− Selective Acceptance

− Selective Rejection

− Sequential Ringing

− Series Completion

− Simultaneous Ringing Personal

4.1 Access Incoming Calls Menu To access the User – Incoming Calls menu page, click Incoming Calls in the Options list.

4.2 Anonymous Call Rejection Use this menu item on the User – Incoming Calls page to turn Anonymous Call Rejection on and off.

The anonymous Call Rejection service allows you reject calls from yours who have blocked the display of their phone number.


4.2.1 Turn Anonymous Call Rejection On and Off Use the User – Anonymous Call Rejection page to enable or disable the Anonymous Call Rejection service.

Figure 29 Incoming Calls – Anonymous Call Rejection

1) On the User – Incoming Calls menu page, click Anonymous Rejection. The User – Anonymous Call Rejection page appears.

2) To enable the service, check On. To disable it, check Off. When on, Anonymous Rejection rejects calls from callers who have chosen to block the identification of their phone numbers. The caller hears a message notifying that his/her call is being rejected.



4.3 Calling Line ID Blocking Override Use this menu item on the User – Incoming Calls page to turn Calling Line ID Blocking Override on or off.

The Calling Line ID Blocking Override service allows you to view the calling line ID of callers, including those who have blocked their IDs. However, you never receive a calling line identity indicating “private”.


4.3.1 Turn Calling Line ID Blocking Override On and Off Use the User – Calling Line ID Blocking Override page to turn Calling Line ID Blocking Override on or off.

Figure 30 Incoming Calls – Calling Line ID Blocking Override

1) On the User – Incoming Calls menu page, click Calling Line ID Blocking Override. The User – Calling Line ID Blocking Override page appears.

2) To turn Calling Line ID Blocking Override on, check On. To turn it off, check Off.

3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page.


NOTE: You must also have Calling Line ID Delivery assigned to display blocked calling line IDs.

4.4 Calling Name Retrieval Use this menu item on the User – Incoming Calls page to turn Calling Name Retrieval on and off. The Calling Name Retrieval service allows you to retrieve the names of callers from the network.

If any of the following services are configured, Call Name Retrieval does not retrieve the caller’s information:

Anonymous Call Rejection

Call Forwarding Busy

Call Forwarding Always

Call Forwarding Selective

Do Not Disturb

Selective Call Acceptance

Selective Call Rejection

Incoming Plan

Lawful Intercept Terminator Service

Intercept User Service


CPL Service

4.4.1 Turn Calling Name Retrieval On and Off Use the User – Calling name retrieval page to turn Calling Name Retrieval on and off.

Figure 31 Incoming Calls – Calling Name Retrieval

1) On the User – Incoming Calls menu page, click, Calling Name Retrieval. The User – Calling Name Retrieval page appears.

2) To enable Calling Name Retrieval, check On. To disable it, check Off.



4.5 Calling Name Delivery Use this menu item on the User – Incoming Calls page to turn Calling Name Retrieval on and off. The Calling Name Delivery service, when enabled, displays the names of callers.

NOTE: The Internal Calling Line ID Delivery and External Calling Line ID Delivery services have precedence over Calling Name Delivery. If you have either the Internal Calling Line ID Delivery or External Calling Line ID Delivery service assigned, the assignment and configuration of the Calling Name Delivery service has no effect.

4.5.1 Turn Calling Name Delivery On and Off Use the User – Calling Name Delivery page to enable or disable the Calling Name Delivery service independently for internal and external calls.


Figure 32 User – Calling Name Delivery

1) On the User – Incoming Calls menu page, click, Calling Name Delivery. The User – Calling Name Delivery page appears.

2) For Enable External Calling Name Delivery, check On to enable and Off to disable the service.

3) For Enable Internal Calling Name Delivery, check On to enable and Off to disable the service.



4.6 Calling Number Delivery You use this menu item on the User – Incoming Calls page to enable or disable the Calling Number Delivery service independently for internal and external calls. The Calling Number Delivery service displays the telephone number of the calling party.

NOTE: The Internal Calling Line ID Delivery and External Calling Line ID Delivery services have precedence over Calling Number Delivery. If you have either Internal Calling Line ID Delivery or External Calling Line ID Delivery assigned, the assignment and configuration of the Calling Number Delivery service has no effect.

4.6.1 Turn Calling Number Delivery On and Off You use the User – Calling Number Delivery page to enable or disable the service independently for internal and external calls.

Figure 33 User – Calling Number Delivery


1) On the User – Incoming Calls menu page, click Calling Number Delivery. The User – Calling Number Delivery page appears.

2) For Enable External Calling Number Delivery, check On to enable and Off to disable the service.

3) For Enable Internal Calling Number Delivery, check On to enable and Off to disable the service.



4.7 Call Forwarding Always Use this menu item on the User – Incoming Calls page to turn Call Forwarding Always (CFA) on and off. The Call Forwarding Always service allows you to redirect all your calls to another number or SIP-URL.

4.7.1 Turn Call Forwarding Always On and Off Use this menu item on the User – Incoming Calls page to turn Call Forwarding Always on and off. The Call Forwarding Always service allows you to redirect all your calls to another number or SIP-URL.

NOTE: You can access this page by clicking the CFA link on your CommPilot Call Manager page. When the CFA is activated, this service is on. When it is not activated, it is off. As well, you can access Call Forwarding Always from the Voice Portal service.

Figure 34 Incoming Calls – Call Forwarding Always

1) On the User – Incoming Calls menu page, click Call Forwarding Always. The User – Call Forwarding Always page appears.

2) To enable Call Forwarding Always, check On. To disable it, check Off.


3) Type the number or SIP-URI address to forward your calls to in the Calls Forward to text box (dashes, parentheses, or spaces are not necessary). If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede long distance calls within the U.S. This is required information when the service is on. The text box must be populated with a valid phone number.

NOTE: You can enter feature access codes and speed codes in addition to phone numbers and extensions with this service.

4) To cause a short ring burst to be played at your office phone when a call is forwarded, check Play Ring Reminder when a call is forwarded.



NOTE: You can modify this information at any time. Remember to save your changes.

4.8 Call Forwarding Busy

4.8.1 Turn Call Forwarding Busy On and Off Use this menu item on the User – Incoming Calls page to turn Call Forwarding Busy on and off. The Call Forwarding Busy service allows you to redirect your calls to another number or SIP-URI when you are engaged in a call.

Figure 35 Incoming Calls – Call Forwarding Busy

1) On the User – Incoming Calls menu page, click Call Forwarding Busy. The User – Call Forwarding Busy page appears.

2) To enable Call Forwarding Busy, check On. To disable it, check Off.


3) Type the number or SIP-URI to forward your calls to in the Calls Forward to text box (dashes, parentheses, or spaces are not necessary). If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede long distance calls within the U.S. This is required information when the service is on. The text box must be populated with a valid phone number.





4.9 Call Forwarding No Answer

4.9.1 Turn Call Forwarding No Answer On and Off Use this menu item on the User – Incoming Calls page to turn Call Forwarding No Answer on and off. The Call Forwarding No Answer service allows you to redirect your calls to another number or SIP-URI when you do not answer after a certain number of rings.

NOTE: Other services, such as Messaging, share this setting and if it is changed in one service, that change affects all other services.

Figure 36 Incoming Calls – Call Forwarding No Answer

1) On the User – Incoming Calls menu page, click Call Forwarding No Answer. The User – Call Forwarding No Answer page appears.

2) To enable Call Forwarding No Answer, check On. To disable it, check Off.


3) Type the number or SIP-URI address to forward your calls to in the Calls Forward to text box (dashes, parentheses, or spaces are not necessary). If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede long distance calls within the U.S. This is required information when the service is on. The text box must be populated with a valid phone number.


4) From the Number of rings before forwarding drop-down list, select the number of rings before forwarding.




4.10 Call Forwarding Not Reachable The Call Forwarding Not Reachable service allows you to forward all your incoming calls to a different phone number or SIP-URI when your device is not accessible by BroadWorks. Note that the address (phone number or SIP-URI) you forward your calls to, must be permitted by your Outgoing Calling Plan. You can also set the phone number or SIP-URI to forward to, using a feature access code.

4.10.1 Turn Call Forwarding Not Reachable On and Off Use this menu item on the User – Incoming Calls page to turn Call Forwarding Not Reachable on and off.

NOTE: Other services, such as Messaging, share this setting and if it is changed in one service, that change affects all other services.


Figure 37 Incoming Calls – Call Forwarding Not Reachable

1) On the User – Incoming Calls menu page, click Call Forwarding Not Reachable. The User – Call Forwarding Not Reachable page appears.

2) To enable Call Forwarding Not Reachable, check On. To disable it, check Off.

3) Type the number or SIP-URI address to forward your calls to in the Calls Forward to phone number/SIP-URI text box (dashes, parentheses, or spaces are not necessary). If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede long distance calls within the U.S. This is required information when the service is on. The text box must be populated with a valid phone number.




4.11 Call Notify Use this menu item on the User – Incoming Calls page to:

Activate or Deactivate a Call Notify Entry

Add Call Notify Entry

Modify or Delete Call Notify Entry

The Call Notify service allows you to receive an e-mail notification when you receive a call.


4.11.1 Activate or Deactivate a Call Notify Entry Use this procedure to activate or deactivate an existing Call Notify entry. The entry specifies the e-mail where a message is to be sent to notify you of an incoming call during a specific time schedule when it is activated. No notification is sent to an entry that is deactivated.

Figure 38 Incoming Calls – Call Notify

1) On the User – Incoming Calls menu page, click Call Notify. The User – Call Notify page appears.

2) Check the Active check box beside the selection to activate. To deactivate this selection, uncheck the Active check box.



NOTE: The Call Notify service is dependent on the Calling Line ID (external and internal) services. If Calling Line ID is not enabled, the caller’s name and number are not included in the Call Notify e-mail.


4.11.2 Add Call Notify Entry Use this procedure to add an e-mail address where you want to receive notification of an incoming call.

Figure 39 Call Notify – Call Notify Add


2) Type the e-mail address to send the notification to in the Send e-mail to text box.

3) Click Apply to save your changes.

4) Click Add. The User – Call Notify Add page appears.

5) In the * Description text, type a description of the phone numbers in this selection.

6) Check Notify to receive a notification for calls that satisfy the criteria specified in this entry, or check Do not notify if you do not want to receive a notification for call that satisfy the criteria specified in this entry.

7) Select the time schedule to use this service from the drop-down list.

8) Select the holiday schedule to use this service from the drop-down list.

NOTE: You define your time and holiday schedules on the User – Schedules page. If you have not set any schedules, your choices are “Every Day All Day” time schedule and any time schedules and holiday schedules created by your group administrator. If your group is part of an enterprise, you can also use schedules defined by your enterprise administrator.


9) Select from the following:

− To receive notifications of calls from any phone number, select Any phone number

− To receive notifications of calls from defined telephone numbers, select Following phone numbers and check one or more of the following:

− To receive notifications of calls from any private phone number, select Any private number

− To receive notifications of calls from any unavailable phone number, select Any unavailable number

− To receive notifications of calls from specific phone numbers, enter the numbers you want in the Specific Phone Numbers text boxes. If a number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede long distance numbers within the U.S. You can enter up to 12 numbers for this service.

You can use wildcards characters. The “?” is a wildcard character that can replace a single digit anywhere in a digit string. A trailing “*” represents a digit string and can only appear at the end of a string containing digits and “?” wildcard characters. For example, 45055512?4, 450555??34, and 4505?5*, are all valid call entries.

10) To save your changes and display the previous page, click OK. To exit without saving, select another page or click Cancel to display the previous page.

4.11.3 Modify or Delete Call Notify Entry Use this procedure to modify or delete a Call Notify entry.

Figure 40 Call Notify – Call Notify Modify



2) Click Edit in the row for the entry. The User – Call Notify Modify page appears.

3) To remove an entry, click Delete. The entry is deleted and the User – Call Notify page appears.

WARNING: This action cannot be undone. Once you click Delete, the instance is permanently deleted.

4) To modify, change the information as required. For information about the options available on this page, see section 4.11.2 Add Call Notify Entry.

5) To save your changes and display the previous page, click OK.


4.12 Connected Line Identification Restriction Use this menu item on the User – Incoming Calls page to turn Connected Line Identification Restriction on and off.

4.12.1 Turn Connected Line Identification Restriction On and Off The Connected Line Identification Restriction service allows you to block your number from being shown when receiving a call. Members of your group can still see your number when they call you. You have the choice of turning it on or off for all calls and then selectively turning it immediately back on or off using the feature access codes.

Figure 41 Incoming Calls – Connected Line Identification Restriction

1) On the User – Incoming Calls menu page, click Connected Line Identification Restriction. The User – Connected Line Identification Restriction page appears.

2) To enable Connected Line Identification Restriction, check On. To disable it, check Off.




4.13 Do Not Disturb The Do Not Disturb (DND) service allows you to block your incoming calls. If your Voice Messaging service is configured to do so, the calls are automatically forwarded to your Voice Messaging service; otherwise, the caller hears a busy tone.

4.13.1 Turn Do Not Disturb On and Off Use this menu item on the User – Incoming Calls page to turn Do Not Disturb on and off.

NOTE: You can access this screen by clicking the DND link on the CommPilot Call Manager page. When the button to the left of the DND link on the CommPilot Call Manager is activated, this service is on. When it is not activated, it is off.

Figure 42 Incoming Calls – Do Not Disturb

1) On the User – Incoming Calls menu page, click Do Not Disturb. The User – Do Not Disturb page appears.

2) To activate Do Not Disturb, check On. To deactivate it, check Off.

3) To hear a ring when calls come in when Do Not Disturb is on, check the Play Ring Reminder when a call is blocked check box. A ring reminder is played if this service blocks a call while this check box is checked. To disengage the ring reminder, uncheck the Play Ring Reminder when a call is blocked check box.




4.14 External Calling Line ID Delivery The External Calling Line ID Delivery service allows you to view the caller identification of a caller from an external group.

4.14.1 Turn External Calling Line ID Delivery On and Off Use this menu item on the User – Incoming Calls page to turn External Calling Line ID Delivery on and off.

Figure 43 Incoming Calls – External Calling Line ID Delivery

1) On the User – Incoming Calls menu page, click External Calling Line ID Delivery. The User – External Calling Line ID Delivery page appears.

2) To enable External Calling Line ID Delivery, check On. To disable it, check Off.



4.15 Internal Calling Line ID Delivery The Internal Calling Line ID Delivery service allows you to view the caller identification of a caller from within your group.

4.15.1 Turn Internal Calling Line ID Delivery On and Off Use this menu item on the User – Incoming Calls page to turn Internal Calling Line ID Delivery on and off.

Figure 44 Incoming Calls – Internal Calling Line ID Delivery

1) On the User – Incoming Calls menu page, click Internal Calling Line ID Delivery. The User – Internal Calling Line ID Delivery page appears.


2) To enable Internal Calling Line ID Delivery, check On. To disable it, check Off.



4.16 Automatic Hold Retrieve The Automatic Hold and Retrieve (AHR) service provides an alternate method to hold and retrieve calls without using feature access codes or flash hook.

NOTE: Only one call can be held on an account with the Automatic Hold and Retrieve feature active.

The service should be assigned to accounts dedicated to holding and retrieving calls. Usually a subscriber with the Automatic Hold and Retrieve service should not have any device associated with it due to limitations with what that subscriber can do. For example, it would be impossible for that subscriber to receive calls, or invoke services that put calls on hold. For cases when a subscriber has a device and the Automatic Hold and Retrieve service is active, the system blocks call origination from that subscriber and applies a treatment. The system does not allow emergency and maintenance calls to go through.

Feature access codes, for example, Music On Hold activation/deactivation, Call Pickup, Call Retrieve, are also blocked.

While a subscriber, with the Automatic Hold and Retrieve feature active, is making an emergency or maintenance call, calls terminating to that subscriber get a busy signal.

Figure 45 Incoming Calls – Automatic Hold/Retrieve

4.16.1 Hold a Call A user can hold a call against a subscriber with the AHR service active. When this feature is active:

Calling a subscriber with AHR puts the caller on hold.

Transfer with consultation: Transferring a call to a subscriber with AHR holds the remote party.

Blind Transfer: Transferring a call to a subscriber with AHR holds the remote party.


Calls terminating to a subscriber with AHR can be originated within the group of the subscriber, outside the group of the subscriber, or from the PSTN.

4.16.2 Retrieve a Call A user can retrieve a held call by calling a subscriber with the AHR service active with the call on hold. Calls terminating to a subscriber with AHR to retrieve a held call can be originated within the group of the subscriber, outside the group of the subscriber, or from the PSTN.

4.16.3 AHR Recall After a call has been held on a subscriber with AHR active for a long time, the AHR service will try to recall the party who transferred the call to the AHR subscriber. If the recall is answered, the transferring party is connected to the held party. If the recall hits the busy treatment (or any other treatment), the recall is aborted, and will be retried 10 seconds later. If the recall is not answered, it will ring until there is device timeout, and then the recall will be retried 10 seconds later.

4.16.4 Configure Automatic Hold/Retrieve 1) On the User – Incoming Calls page, click Automatic Hold/Retrieve from the

Advanced menu.

2) For the Automatic Hold/Retrieve option, select On to enable the service or Off to disable the service.

3) In the *Automatically retrieve the call after text box, specify the number of minutes. The recall portion of the AHR feature kicks in after the call has been held for the value specified here.



4.17 Alternate Numbers (Distinctive Ring) Use this menu item on the User – Incoming Calls page to:

Turn Distinctive Ring Feature On and Off

Select Distinctive Ring Pattern

The Alternate Numbers service allows you to have up to ten alternate phone numbers or extensions assigned, in addition to your main phone number. You can be reached through any of the phone numbers. The first number is the main or primary phone number, while the additional ten numbers are your alternate or secondary phone numbers. Each alternate phone number can be a direct inward dialing number (DID) or an extension.

The activation status of the assigned phone number is displayed in the column to the right of the phone number. The activation status is either “Activated” or “Not Activated”. The status is not shown if the phone number is set to “None”. Once your number is activated, your phone (device) can be used to place calls, log in to the voice portal, receive voice messages, and so on.

For each alternate number, you can associate one of the four ring patterns. All calls to the main number result in the normal ring pattern. Calls to the alternate numbers result in a distinctive ring pattern that corresponds to the number that was used.


If you are busy (and Call Waiting is enabled), an incoming call to the main number results in the usual call waiting tone, while an incoming call to any of the alternate numbers results in a distinctive call waiting tone.

When calls are placed to one of the alternate numbers using the CommPilot Call Manager, the alternate phone number in addition to the caller’s main number appear.

You can select whether or not a distinctive ring should be provided when a call arrives on an alternate number, or whether the normal ring (pattern 1) should always be used. You can assign one of four ring patterns to an alternate number. The support for a distinctive ring pattern depends on the capability of a user’s device. If the device does not support a distinctive ring pattern, then the normal ring pattern is applied.

NOTE: When someone calls into your CommPilot Call Manager, the originating number displays AS WELL AS, and (Alternate #) is displayed in parentheses.

4.17.1 Turn Distinctive Ring Feature On and Off Use this procedure to enable or disable a distinctive ring for incoming calls on the alternate numbers displayed on this page.

Figure 46 Incoming Calls – Alternate Numbers

1) On the User – Incoming Calls menu page, click Alternate Numbers. The User – Alternate Numbers page appears.

2) To enable Distinctive Ring, check On. To disable it, check Off.

The activation status of the assigned phone number is displayed to the right of the number.




4.17.2 Select Distinctive Ring Pattern Use this procedure to assign a distinctive ring pattern for each number.

You can select whether or not a distinctive ring should be provided when a call arrives on an alternate number, or whether the normal ring pattern should be used. You can assign one of four ring patterns to an alternate number. (However, the support for a distinctive ring pattern depends on the capability of you device. If the device does not support a distinctive ring pattern then the normal ring pattern is applied.)

Normal Ring Pattern Calls to the main number alert the user with the normal ring pattern as shown in the following table.

Ring Pattern Cadence Minimum Duration (ms)

Nominal Duration (ms)

Maximum Duration (ms)

Ringing Silent

2 seconds on 4 seconds off

1800 3600

2000 4000

2200 4400

Calls to an alternate number can alert the user with the normal ring pattern or if selected, one of the distinctive ring patterns as shown in the following tables.

Long-Long Ring Pattern Selecting this pattern results in the following distinctive ring pattern:




Ringing Silent Ringing Silent

Long

Long

630 315 630

3475

800 400 800

4000

1025 525 1025 4400

Short-Short-Long Ring Pattern Selecting this pattern results in the following distinctive ring pattern:




Ringing Silent Ringing Silent Ringing Silent

Short Short Long

315 145 315 145 630

2975

400 200 400 200 800

4000

525 525 525 525 1025 4400


Short-Long-Short Ring Pattern Selecting this pattern results in the following distinctive ring pattern:




Ringing Silent Ringing Silent Ringing Silent

Short

Long

Short

200 145 800 145 200

2975

300 200

1000 200 300

4000

525 525 1100 525 525 4400

Distinctive Call Waiting Tones When the user is busy or on a line, an incoming call results in a call waiting tone (if enabled). There are different Call Waiting ring patterns associated with each of the four ring patterns. The Call Waiting ring pattern is based on the ring pattern selected for the alternate number. The following tables show the distinctive call waiting tone for each ring pattern.

This call waiting tone pattern for the normal ring pattern is as follows:




Tone On One Tone 270 300 330 This call waiting tone pattern for the long-long ring pattern is as follows:




Tone On Tone Off Tone On

Short

Short

90 90 90

100 100 100

110 110 110

This call waiting tone pattern for the short-short-long ring pattern is as follows:




Tone On Tone Off Tone On Tone Off Tone On

Short

Short

Short

90 90 90 90 90

100 100 100 100 100

110 110 110 110 110

This call waiting tone pattern for the short-long-short ring pattern is as follows:




Tone On Tone Off Tone On Tone Off Tone On

Short

Long

Short

90 90 270 90 90

100 100 300 100 100

110 110 330 110 110


1) On the User – Incoming Calls menu page, click Alternate Numbers. The User – Alternate Numbers page appears.

2) From the Ring Pattern drop-down list, select the ring pattern for the number you want to define. You can select from the following four ring patterns:

− Normal

− Long-Long

− Short-Short-Long

− Short-Long-Short



4.18 Call Forwarding Selective The Call Forwarding Selective service allows you to forward incoming calls with criteria that you set (a call entry) to a default phone number, SIP-URI address, or to another number of your choice.

NOTE 1: The criteria for each Call Forwarding Selective call entry can be a list of up to 12 caller phone numbers or digit patterns, or SIP-URI addresses, and a specified time schedule during which the service is active. All criteria for a call entry must be satisfied for the call to enter Call Forwarding Selective (phone number and day of week and time of day). Otherwise, the call does not activate the service.

NOTE 2: You can enter feature access codes and speed codes in addition to phone numbers and extensions with this service.

Use the following procedures to configure the Call Forwarding Selective service and manage call entries.

Set the Default Forwarding Number

Add Call Forwarding Selective Call Entry

Modify Delete a Call Forwarding Selective Entry

View, Activate, Deactivate Call Forwarding Selective Call Entries

4.18.1 Set the Default Forwarding Number Use this procedure to set the default forwarding number or SIP-URI address.


Figure 47 Incoming Calls − Call Forwarding Selective

1) On the User – Incoming Calls menu page, click Call Forwarding Selective. The User – Call Forwarding Selective page appears.

2) In the *Default Calls Forward to phone number/SIP-URI text box, type the phone number or SIP-URI address that you want to be your default forwarding number. This is required information.

3) To associate a sound (a short burst of rings) with the delivery of forwarded calls, click to select Play Ring Reminder when a call is forwarded.

4) All calls you specify go to the default number or SIP-URI address unless you specify a different forwarding number or SIP-URI address. To specify a different forwarding number or SIP-URI address, see section 4.18.2 Add Call Forwarding Selective Call Entry. You can enter feature access codes and speed codes in addition to phone numbers and extensions with this service.

5) To add an entry to specify criteria for callers whose numbers you want forwarded, see section 4.18.2 Add Call Forwarding Selective Call Entry.



4.18.2 Add Call Forwarding Selective Call Entry Use this procedure to add a Call Forwarding Selective entry, which allows you to specify the calls that should be forwarded and the time schedule when you would like calls forwarded. If you need more than twelve numbers or more distinct time or holiday periods, you can create multiple call forwarding selective entries.


Figure 48 Call Forwarding Selective – Call Forwarding Selective Add


2) Click Add. The User – Call Forwarding Selective Add page appears.

3) In the *Description text box, type a name for the entry you are adding.

4) For the Forward to parameter, choose from the following options:

− Use Default Forward phone number/SIP-URI

− Forward to another phone number/SIP-URI and type in the number or SIP-URI address you want to use as your forwarding number or SIP-URI address

− Do not forward

5) From the Selected Time Schedule drop-down list, choose the time schedule during which you want calls forwarded to the specified callers.

6) From the Selected Holiday Schedule drop-down list, choose the holiday schedule during which you want calls forwarded to the specified callers.

NOTE: You define your time and holiday schedules on the User – Schedules page. If you have not set any schedules, your choices are “Every Day All Day” time schedule and any time schedules and holiday schedules created by your group administrator. If your group is part of an enterprise, you can also use schedules defined by your enterprise administrator.

7) Specify the incoming calls for which the service applies:

− To have calls from any phone number forwarded to the number or SIP-URI address you specified and at the time you specified, select Any phone number.

− To have calls from defined telephone numbers forwarded, select Following phone numbers and


− To have calls from any private phone number forwarded, select Any private number.

− To have calls from any unavailable phone number forwarded, select Any unavailable number.

− To have calls from specific phone numbers forwarded, enter these phone numbers in the Specific phone numbers text boxes. If a number is not one assigned to the group, type the complete number: <country code> <national number>. You can enter up to twelve numbers for an entry. You can add more numbers by creating another entry with the same forwarding number.

You can use wildcard characters. The “?” is a wildcard character that can replace a single digit anywhere in a digit string. A trailing “*” represents a digit string and can only appear at the end of a string containing digits and “?” wildcard characters. For example, 45055512?4, 450555??34, and 4505?5*, are all valid call entries.


To modify criteria in an entry, see section 4.18.3 Modify Delete a Call Forwarding Selective Entry.

4.18.3 Modify Delete a Call Forwarding Selective Entry Use this procedure to modify or delete a Call Forwarding Selective entry.

Figure 49 Call Forwarding Selective – Call Forwarding Selective Modify


2) Click Edit on the right of the row for the entry. The User – Call Forwarding Selective Modify page appears.


3) To remove and entry, click Delete. The entry is deleted and the User – Call Forwarding Selective screen appears.


4) To modify, change the information as required. For information about the options available on this page, see section 4.18.2 Add Call Forwarding Selective Call Entry.



4.18.4 View, Activate, Deactivate Call Forwarding Selective Call Entries Use this procedure to view all call entries and activate and deactivate one or more call entries.

Figure 50 Incoming Calls − Call Forwarding Selective (View)


2) To view the call entries you have configured, look at the call entries at the bottom of the page. Call entries you have configured are automatically active.

− To see all details of an entry, click on Edit. The Call Forwarding Selective Modify page appears with the selected entry criteria displayed.

− Click OK to return to the Call Forward Selective page.

3) To activate an entry on the Call Forward Selective page, click on the Active check box to select it.

4) To deactivate an entry on the Call Forward Selective page, click on the Active check box to deselect it.

5) To save your changes and display the previous page, click Apply or OK.



4.19 Call Me Now Use this menu item on the User – Incoming Calls page to configure your Call Me Now service.

The Call Me Now service allows you to create a link and make it available for other people to access and request to be called back by you.

You can enable or disable the service and specify the phone numbers from which you accept Call Me Now requests and the time when you accept them. You can also require answer confirmation from the party that initiates a Call Me Now call.

When a party clicks your Call Me Now link, BroadWorks checks whether the call satisfies your Call Me Now service criteria and calling plans. If the call is allowed, a connection is established between you and the party that requested the Call Me Now call.

4.19.1 Configure Call Me Now Settings You use the User – Call Me Now page to configure your Call Me Now service. The page lists the criteria entries used to filter Call Me Now calls. You can activate or deactivate individual criteria entries. Only active criteria entries are used to filter calls.

Figure 51 User – Call Me Now

1) On the User – Incoming Calls menu page, click Call Me Now. The User – Call Me Now page appears.

2) To activate the service, check On and to deactivate it, check Off.

3) Specify whether answer confirmation is required as follows:

− To require no confirmation, check None.

− To require the requester to enter any key as answer confirmation, check Any Key.

− To require the requester to enter a passcode, check Passcode.

4) To activate or deactivate a criteria entry, check or uncheck the Active box in the row of the entry.

5) Click Apply.

6) To add a criteria entry, follow the procedure in section 4.19.2 Add Call Me Now Criteria Entry.


7) To exit the page, click OK or Cancel. OK also saves any unsaved changes on the current page.

4.19.2 Add Call Me Now Criteria Entry Use this procedure to add a Call Me Now service criteria entry, used to filter Call Me Now call requests that you receive.

Figure 52 User – Call Me Now Add


2) Click Add. The User – Call Me Now Add page appears.

3) Enter a description of the entry. This is a required field.

4) To reject calls that satisfy the criteria in this entry, check Reject call; or to accept the calls, check Do not reject call.

5) Select a time schedule and a holiday schedule to specify when the action in this entry (accept or reject calls) applies to calls from numbers specified in this entry.

6) Specify the phone numbers.

− To apply the action in this entry to any phone number, check Any phone number.

− To apply the action in this entry to specific phone numbers, check Following phone numbers and enter up to twelve phone numbers in the Specific phone numbers text boxes. You can use the following wildcards.


Wildcard Description Example

? Matches a single digit and can appear anywhere in the digit string. 45055512?4

* Matches any number of digits and can appear only at the end of the string.

4505?5*

NOTE: If you need to enter more than twelve phone number, add another entry.



4.19.3 Modify or Delete Call Me Now Criteria Entry Use this procedure to modify or delete a Call Me Now service criteria entry.

Figure 53 User – Call Me Now Modify


2) Click Edit on the line of the entry to edit. The User – Call Me Now Modify page appears.

3) To delete the entry, click Delete. The entry is deleted and the previous page appears.

NOTE: The delete operation is final and cannot be undone.


4) To modify the entry, change information as required. For information about the fields available on this page, see section 4.19.2 Add Call Me Now Criteria Entry.



4.20 CommPilot Express Use this menu item on the User – Incoming Calls page to configure profiles for incoming calls.

The CommPilot Express service allows you to select your CommPilot Express profile and configure the handling of your incoming calls.

4.20.1 Configure Profiles for Incoming Calls Use this procedure to configure CommPilot Express profiles for incoming calls.

1) On the User – Incoming Calls menu page, click CommPilot Express. The User – CommPilot Express page appears.

2) From the Current Profile drop-down list, select your current status. The default status is “None”.

For the Available – In the Office Profile:

Figure 54 Incoming Calls – CommPilot Express (Available – In the Office)


3) If you want your calls to ring at a phone or SIP-URI address in addition to your primary phone, type an alternative phone number (not extension) or SIP-URI where you can be reached in the Also ring this phone number /SIP-URI text box. When you receive a call, your phone rings and so does the other phone number or SIP-URI address that you provide for this option. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S.


4) To have Voice Messaging take the call when your line is busy, click the button beside this option.

Or,

To forward these calls, click the Forward to this Phone Number/SIP-URI button and type the phone number or SIP-URI address.

5) To have Voice Messaging take the call when there is no answer, click the button beside this option.

Or,

To forward calls when there is no answer, click the Forward to this Phone Number/SIP-URI button, and type the phone number or SIP-URI address.

For the Available - Out of the office profile:

Figure 55 Incoming Calls – CommPilot Express (Available – Out of the Office)

1) To have Voice Messaging take incoming calls, click the button beside this option.

Or,

To forward calls these calls, click the Forward to this Phone Number/SIP-URI button and type the phone number or SIP-URI address. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S.

2) Check the Also E-mail me when a call comes in at check box, if you would like a short e-mail message sent to you when a message arrives, and then complete the E-mail Address text box.


For the Busy profile:

Figure 56 Incoming Calls – CommPilot Express (Busy)

1) To specify up to three numbers to bypass the Busy setup, check the Send all calls to Voice Messaging except calls from these Phone numbers check box and type the phone numbers from the calls to forward. This option allows you to screen your calls, allowing just a few selected ones to come through. Otherwise, when your status is Busy, all incoming calls are forwarded to your voice mail. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede long distance numbers within the U.S.

2) Type the phone number or SIP-URI address where these calls can be answered in the text box called which will be forward to this phone number/SIP-URI. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S.

3) If you want an e-mail notification, check the Also E-mail me a notification when a Voice Message is received to check box. Complete the E-mail Address text box.

For the Unavailable profile:

Figure 57 Incoming Calls – CommPilot Express (Unavailable)

1) To specify up to three numbers to bypass the Unavailable setup, check the Send all calls to Voice Messaging except calls from these Phone numbers check box and type the phone numbers from the calls to forward. This option allows you to screen your calls, allowing just a few selected ones to come through. Otherwise, when your status is Unavailable all incoming calls are forwarded to your voice mail. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede long distance numbers within the U.S.


2) Type the phone number or SIP-URI address where these calls can be answered in the text box called which will be forward to this phone number/SIP-URI. If this number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S.

3) Click the button to select the greeting you want callers to hear. If you select Unavailable Greeting and you have a custom Unavailable Greeting loaded (via the User – Greetings page), that custom greeting is used, regardless of whether it is the active treatment selected on the User – Greetings page.



4.21 Custom Ringback User A ringback is the ringing heard by the calling party when they have dialed a number but it has not yet been answered by the called party. Custom ringback tones are customizable clips of recorded music, video, or other personalized audio content that you can substitute for the default ringback. When someone calls you, instead of the default ringback, they hear the custom ringback you specified.

BroadWorks allows you to specify custom audio and video ringbacks for both initial calls and call waiting.

What the caller hears or sees depends on the capabilities of their phone, and which custom ringbacks you have provided. It also depends on the date, time, and number criteria you have specified in the ringback profile.

For audio-only callers, the situation is straightforward. If you specify a custom audio ringback file at the user level, this is what they hear. Otherwise, they hear the custom audio ringback file that has been specified for the group. If no custom ringback has been specified at the user or group level, the system default ringback is heard.

For video-enabled callers, the “default” setting plays the custom audio file, if configured, with no accompanying video component. If no custom audio file is configured, the caller is played the video ringback file configured for the group.

The following table summarizes the behavior:

Audio Ringback File

Video Ringback File

Video-Capable Caller

Result

Yes No No Audio Ringback is used.

Yes Audio Ringback is used.

Yes No Audio Ringback is used.

Yes Video Ringback is used.

No Yes No Custom Ringback (at user level) does not apply.

Yes Video Ringback is used. You can specify a different ringback tone for up to 12 phone numbers or digit patterns. Use this feature to play a different ringback for your manager, a family member, or a customer, for example. In addition to a number or digit pattern, you can specify time of day and day of week criteria as well.


The ringbacks, numbers, or digit patterns and time and day criteria are stored in profiles. For the custom ringback to apply, the incoming number must match all criteria in a profile. You can create as many ringback profiles as you like, activating and deactivating them as you see fit.

Figure 58 Incoming Calls – Custom Ringback User

On the User – Incoming Calls page, select Custom Ringback User from the Advanced Menu. The User – Custom Ringback User page appears.

4.21.1 Add Custom Ringback User Entry Use the User – Custom Ringback User Add page to add a custom ringback profile. The Custom Ringback service allows you to customize the ringback that is played to your callers.

The Customer Ringback User Add page contains the following tabs:

General – Use this tab to create a new ringback entry with default ringback settings.

Initial Ringback – Use this tab to modify audio and video ringback media settings for the initial calls.

Waiting Ringback (optional) – Use this tab to modify ringback settings for call waiting. Waiting Ringback tab will be displayed only if you have both Call Waiting and Custom Ringback User – Call Waiting features.

NOTE: Selecting the Initial Ringback or Waiting Ringback tabs displays the corresponding page on the Custom Ringback User Modify page.


1) On the User – Custom Ringback User page, click Add.

The Custom Ringback User Add page appears.

Figure 59 Custom Ringback User – Custom Ringback User Add

2) In the *Description text box, type a description for the Custom Ringback entry.

3) Select Play custom ringback or Do not play custom ringback to enable or disable this entry.

4) From the Selected Time Schedule, select the time schedule for this entry.

5) From the Selected Holiday Schedule, select the holiday schedule for this entry.

NOTE: You define your time and holiday schedules on the User – Schedules page. If you have not set any schedules, your choices are “Every Day All Day” time schedule and any time schedules and holiday schedules that your group administrator has set. If your group is part of an enterprise, you can also use schedules defined by your enterprise administrator.

6) In the Calls From section select from the following:

− To play a custom ringback for all calls, check Any Phone Number.

− To play a custom ringback for specific calls, check Following phone numbers and specify the calls as follows:

− To play a custom ringback to any private number, select Any Private number.

− To play a custom ringback to any unknown number, select Any Unavailable number.


− To play a custom ringback for specific phone numbers, enter the numbers in the Specified phone numbers boxes. You can enter up to 12 numbers for an entry. To add more numbers, create another entry.

You can use wildcard characters. The "?" is a wildcard character that can replace a single digit anywhere in a digit string. A trailing "*" represents a digit string and can only appear at the end of a string containing digits and "?" wildcard characters. Example: 45055512?4, 450555??34, 4505?5*`.

7) Save your changes. Click OK or Initial Ringback. OK saves your changes and displays the previous page. Initial Ringback displays the Custom Ringback User Modify page where you can modify the media for the custom ringback.


4.21.2 Modify Custom Ringback User Entry Use the User – Custom Ringback User Modify page to modify a custom ringback entry.

The Customer Ringback User Modify page contains the following tabs:

General Settings – Use this tab to modify general settings or a ringback entry.

Initial Ringback – Use this tab to modify audio and video ringback media settings for the initial calls.

Waiting Ringback (optional) – Use this tab to modify ringback settings for call waiting. The Waiting Ringback tab is displayed only when both Call Waiting and Custom Ringback User – Call Waiting features are assigned.

Figure 60 User – Custom Ringback User Modify

1) On the User – Incoming Calls menu, click Custom Ringback User. The User – Custom Ringback User page appears.


2) Click Edit or any item on the row for the custom ringback entry you want to modify. The User – Custom Ringback User Modify General Settings tab appears.

3) To modify general settings for the entry, type or select information on the page. For the description of the settings, see section 4.21.1 Add Custom Ringback User Entry.



4.21.2.1 Modify Ringback Media Settings for Initial Calls

Use the Initial Ringback tab on the User – Custom Ringback User Modify page to modify audio and video ringback media settings for the initial calls.

NOTE: The Video Ringback section is shown only when Custom Ringback User – Video feature assigned.

Figure 61 Ringback User Modify Page – Initial Ringback Tab

NOTE: The URL option is removed from this tab if you are not using the URL. If you are using a URL ringback, the URL is displayed as a read-only field. Only your administrator can configure the URL.

1) On the User – Custom Ringback User Modify page, click Initial Ringback.

2) Specify the audio ringback file, the video ringback file, or both files, as applicable:


NOTE: If the No Personal Ringback radio button is selected on Waiting Ringback tab, the Application Server uses the same user-defined media source for both initial calls and waiting calls. For video ringback, you must specify a custom video ringback file (not Default) and the user must have a video-capable phone. In all other cases, if you specify a custom audio ringback file, that is played. Otherwise, the default audio file is played.

− To use the default settings, select No personal ringback

− To select a personal ringback file, check Personal Ringback File. Then select the file from the drop-down list.

NOTE: The maximum duration of a ringback file is 120 seconds.

3) Save your changes. Click OK or another tab. OK saves your changes and displays the previous page. Clicking another tab displays the selected page.


4.21.2.2 Modify Ringback Media Settings for Call Waiting

Use the Waiting Ringback tab on the User – Custom Ringback User Modify page to modify audio and video ringback media settings for call waiting.

NOTE: The Waiting Ringback tab is displayed only when both Call Waiting and Custom Ringback User – Call Waiting features are assigned. The Video Ringback section is shown only when Custom Ringback User – Video feature assigned.

Figure 62 User – Custom Ringback User Modify Waiting Ringback


NOTE: The URL option does not appear on this tab if you are not using a URL. If you are using a URL ringback, the URL is displayed as a read-only field. Only your administrator can configure URL.

1) On the User – Custom Ringback User Modify page, click Waiting Ringback.

2) Specify the audio ringback file, the video ringback file, or both files, as applicable:

NOTE: If the No Personal Ringback option is selected, BroadWorks uses the same user-defined media source for both initial calls and waiting calls.

For video ringback, you must specify a custom video ringback file and the user must have a video-capable phone. In all other cases, if you specify a custom audio ringback file, that is played. Otherwise, the default audio file is played.

− To select a personal ringback file, check Personal Ringback File. Then select your file from the drop-down list.

NOTE: The maximum duration of a ringback file is 120 seconds.

3) Save your changes. Click OK or another tab. OK saves your changes and displays the previous page. Clicking another tab displays the selected page.


4.21.3 Delete a Custom Ringback User Entry Use the Custom Ringback User Modify page to delete a custom ringback user entry.

1) On the User – Incoming Calls menu page, click Custom Ringback User. The User – Custom Ringback User page appears.

2) Click the Edit link next to the selection you want to modify or delete. The User – Custom Ringback User Modify page appears.

3) To remove an entry, click Delete. The entry is deleted and the User – Custom Ringback User page appears.




4.22 External Custom Ringback

4.22.1 Turn External Custom Ringback On and Off Use this menu item on the User – Incoming Calls page to turn External Custom Ringback on and off. The External Custom Ringback service allows you to use an external source for ringback played to callers.

Figure 63 Incoming Calls – External Custom Ringback

1) On the User – Incoming Calls menu page, click External Custom Ringback. The User – External Custom Ringback page appears.

2) To enable External Custom Ringback, check On. To disable it, check Off.



4.23 Pre-alerting Announcement The Pre-alerting Announcement service allows you to specify an audio or video announcement to be played to your callers before their call is connected. You can also specify the criteria that must be satisfied by the incoming call for the announcement to be played.

Use this menu item o the User – Incoming Calls page to:

Configure Pre-alerting Announcement

Add Criteria Entry

Modify or Delete Criteria Entry


4.23.1 Configure Pre-alerting Announcement Use the User – Pre-alerting Announcement page to configure the Pre-alerting Announcement service settings and activate or deactivate Pre-alerting Announcement criteria entries.

Figure 64 User – Pre-alerting Announcement

1) On the User – Incoming Calls menu page, click Pre-alerting Announcement. The User – Pre-alerting Announcement page appears.

2) For Pre-alerting Announcement, check On to activate the service and Off to deactivate it.

3) For the Audio Announcement or Video Announcement setting, select from the following:

− Default to use the default announcement

− URL to use the announcement stored at a specified location, and then enter the URL address where the announcement is stored

− Custom to use a custom announcement, and then select a file from the drop-down list.

4) To activate a criterion entry, check the Active box in the row for the entry.

5) Click Apply or OK. Apply saves your changes. OK saves your changes and returns to the previous page.

To cancel the changes and return to the previous page, click Cancel.

4.23.2 Add Criteria Entry


Use the User – Pre-alerting Announcement Criteria Add page to add a Pre-alerting Announcement criteria entry specifying the conditions that must be satisfied by an incoming call for the announcement to be played. You can create multiple criteria entries.

Figure 65 User – Pre-alerting Announcement Criteria Add


2) Click Add. The User – Pre-alerting Announcement Criteria Add page appears.

3) Enter a description of the entry.

4) Select Play pre-alerting announcement to activate the entry or Do not play pre-alerting announcement to deactivate the entry.

5) To have the announcement played during specific times or dates, select a schedule from the Selected Time Schedule and/or Selected Holiday Schedule drop-down lists.

6) Specify the phone numbers to which the announcement should be played:

− To play the announcement to all callers, check Any phone number.

− To play the announcement to callers from selected numbers, select one or more of the following options:

− Any private number

− Any unavailable number

− Specific phone numbers, and enter the numbers in the provided boxes


NOTE: If you want to specify more than 12 numbers, create another criteria entry.


8) To exit without saving, click Cancel or select another page.

4.23.3 Modify or Delete Criteria Entry Use the User – Pre-alerting Announcement Criteria Modify page to modify or delete a Pre-alerting Announcement criteria entry.

Figure 66 User – Pre-alerting Announcement Criteria Modify


2) Click Edit in the row for the entry you want to modify or delete. The User – Pre-alerting Announcement Criteria Modify page appears.

3) To delete the entry, click Delete. The previous page appears.

WARNING: The delete operation is final and cannot be undone.

4) To modify the entry, enter or select required information. For information about the options available on this page, see section 4.23.2 Add Criteria Entry.




4.24 Priority Alert The Priority Alert service allows you to specify the time schedule and/or holiday schedule when you would like a priority alert to occur. Also, you can make a priority alert to occur when only specified numbers call or all external numbers call. If you need more than 12 numbers or more distinct time or holiday periods, you can create multiple priority alert entries.

Use this menu item on the User – Incoming Calls page to:

Activate or Deactivate Priority Alert

Add Priority Alert

Modify or Delete Priority Alert

The Priority Alert service also allows you to assign a distinctive ring to certain selected incoming calls.

The following table provides an explanation of each item on the Incoming Calls – Priority Alert page:

Item Description

Description Description of the instance of the selected call type.

Priority Alert Specifies whether priority alert should be sent for the entry.

Calls from Phone numbers assigned to the instance of the selected call type.

4.24.1 Activate or Deactivate Priority Alert Entry Use this procedure to set or deactivate an existing priority alert.

Figure 67 Incoming Calls – Priority Alert

1) On the User – Incoming Calls menu page, click Priority Alert. The User – Priority Alert page appears.

2) Check the Active check box beside the selection to activate. If a check mark displays in the Active column, the corresponding priority alert is active. To deactivate an active priority alert, uncheck the check box.




4.24.2 Add Priority Alert Entry Use this procedure to add a new priority alert entry.

Figure 68 Priority Alert – Priority Alert Add


2) Click Add. The User – Priority Alert Add page appears.

3) In the * Description text box, type a description of the phone numbers assigned to this priority alert.

4) Check Use priority alert to use priority alert for call that satisfy the criteria specified in this entry or check Do not use priority alert if you do not want priority alert to be used for calls that satisfy the criteria specified in this entry.

5) From the Selected Time Schedule drop-down list, select the time schedule when you would like the priority alert to occur.

6) From the Selected Holiday Schedule drop-down list, select the holiday schedule when you would like the priority alert to occur.


7) Select from the following:

− To receive a distinctive ring for all calls outside of the company, check Any external phone number.

− To receive a distinctive ring for specific internal or external telephone numbers, select Following phone numbers and


− To trigger a priority alert for any private phone number, select Any private number

− To trigger a priority alert for any unknown phone number, select Any unavailable phone number

− To trigger a priority alert for specified telephone numbers, enter numbers (not extensions) in the Specified phone number text boxes. If a number is not assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S. You can enter up to 12 numbers for an entry. To add more telephone numbers, create another entry.

You can use wildcard characters. The “?” is a wildcard character that can replace a single digit anywhere in a digit string. A trailing “*” represents a digit string and can only appear at the end of a string containing digits and “?” wildcard characters. For example, 45055512?4, 450555??34, and 4505?5* are all valid call entries.



4.24.3 Modify or Delete Priority Alert Entry Use this procedure to modify or delete an existing priority alert entry.

Figure 69 Priority Alert – Priority Alert Modify


2) To remove an entry, click Delete. The entry is deleted and the User – Priority Alert page appears.


WARNING: This delete action is final and cannot be undone.

3) Click the Edit link in the row for the entry. The User – Priority Alert Modify page appears.

4) To modify, change the information as required. For information about the options available on this page, see section 4.24.2 Add Priority Alert Entry.



4.25 Selective Acceptance Use this menu item on the User – Incoming Calls page to:

Activate or Deactivate Selective Acceptance Entry

Add Selective Acceptance Entry

Modify or Delete Selective Acceptance Entry

The Selective Acceptance service allows you to screen calls by defining criteria for calls to accept.

The following table provides an explanation of each item on this page:

Item Description

Description Description of the instance of the selected call type.

Accept Indication of whether you want to accept calls that satisfy the criteria specified in this entry.

Calls from Phone numbers assigned to the instance of the selected call type.

4.25.1 Activate or Deactivate Selective Acceptance Entry Use this procedure to activate or deactivate a Selective Acceptance entry. Selective Acceptance allows you to accept only calls from selected numbers.

Figure 70 Incoming Calls – Selective Call Acceptance

1) On the User – Incoming Calls menu page, click Selective Acceptance. The User – Selective Call Acceptance page appears.


2) Check the Active check box beside the selection to activate. To deactivate a Selective Acceptance entry, uncheck the Active check box beside the selection to deactivate.



4.25.2 Add Selective Acceptance Entry Use this procedure to add a Selective Acceptance entry.

Figure 71 Selective Call Acceptance – Selective Call Acceptance Add


2) Click Add. The User – Selective Call Acceptance Add screen appears.

3) In the * Description text box, type a description of the phone numbers to add to your selective acceptance service.

4) Check Accept call to accept calls what satisfy the criteria specified in this entry; or check Do not accept calls if you do not want to accept calls that satisfy the criteria specified in this entry.

5) From the Selected Time Schedule drop-down list, select the time schedule to use this service.

6) From the Selected Holiday Schedule drop-down list, select the holiday schedule to use this service.



7) Specify the telephone numbers from which you want to accept calls by selecting from the following:

− To receive calls from any number, select Any phone number

− To receive calls from specified telephone numbers, select Following phone numbers and specify the telephone number

− To accept calls from any private number, select Any private number

− To accept calls from any unknown number, select Any unavailable number

− To accept calls from specific telephone numbers, enter the numbers (not extensions) in the Selected phone numbers boxes. If a number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S. You can enter up to 12 numbers for this entry. To specify more phone numbers, create another entry.





4.25.3 Modify or Delete Selective Acceptance Entry Use this procedure to modify or delete a Selective Acceptance entry.

Figure 72 Selective Call Acceptance – Selective Call Acceptance Modify


2) Click the Edit link in the row for the entry. The User – Selective Call Acceptance Modify page appears.

3) To remove the entry, click Delete. The entry is deleted and the User – Selective Call Acceptance page appears.

WARNING: This action is final and cannot be undone.

4) To modify, change the information as required.




4.26 Selective Rejection Selective Rejection allows you to reject calls that meet your pre-defined criteria. These callers are given an announcement that you cannot be reached.

Use this menu item on the User – Incoming Calls page to:

Activate or Deactivate Selective Rejection Entry

Add Selective Rejection Entry

Modify or Delete Selective Rejection Entry

There are two possible types of Selective Rejection entries:

Entries created by you to specify criteria for rejecting calls

Entries created automatically by the system, when a call is reported as malicious via the Customer Originated Trace (COT) service. If a COT entry was created for a private number, “Private number” is displayed instead of the phone number, as illustrated in Figure 73.

4.26.1 Activate or Deactivate Selective Rejection Entry Use this procedure to activate or deactivate a Selective Rejection entry. Selective Rejection allows you to reject calls from certain selected numbers.

Figure 73 Incoming Calls – Selective Call Rejection

1) On the User – Incoming Calls menu page, click Selective Rejection. The User – Selective Call Rejection page appears.

2) Check the Active check box beside the selection to activate. To deactivate a selection, uncheck the Active check box beside the selection to deactivate.




4.26.2 Add Selective Rejection Entry Use this procedure to add a new Selective Rejection entry.

Figure 74 Selective Call Rejection – Selective Call Rejection Add


2) Click Add. The User – Selective Call Rejection Add screen appears.

3) In the * Description text box, enter a description by which you want to identify the selective rejection service entry.

4) Select Reject call or Do not reject call to enable or disable call rejection.

5) From the Selected Time Schedule drop-down list, select the time schedule.

6) From the Selected Holiday Schedule drop-down list, select the holiday schedule.


7) To specify calls to reject, select from the following:

− To reject calls from any number, select “From any phone number”.

− To reject forwarded calls, select “Forwarded”.

− To reject calls from specific call numbers, select From following phone numbers and specify the phone numbers as follows:

− To reject calls from any private number, select Any private number


− To reject calls from any unknown number, select Any unavailable number

− To reject calls from specific telephone numbers, enter the numbers (not extensions) in the Specified phone numbers boxes. If a number is not one assigned to the group, type the complete number: +<country code> <national number>. For example, “+1” must precede a long distance number within the U.S. You can enter up to 12 numbers for an entry. To add more numbers, create another entry.




4.26.3 Modify or Delete Selective Rejection Entry Use this procedure to modify or delete a Selective Rejection entry.

Figure 75 Selective Call Rejection – Selective Call Rejection Modify

NOTE: A Selective Call Rejection entry created by the Customer Originated Trace service for a private number cannot be modified but can be deleted. The Selective Call Rejection Modify page is then read-only, as illustrated in Figure 76.


Figure 76 Selective Call Rejection Modify Page for Private COT Entry


2) Click the Edit next to the entry. The User – Selective Call Rejection Modify page appears.

3) To remove the entry, click Delete. The entry is deleted and the User – Selective Call Rejection page appears.

WARNING: This action cannot be undone. Once you click Delete, the entry is permanently deleted.

For an editable entry: 4) To modify the entry, change the information as required.



For a private COT entry: 6) Click OK to return to the previous page.

4.27 Sequential Ringing Sequential Ringing acts as a “Find me” service sending calls to your base location or other phone number or SIP-URI address of your choice. The Sequential Ringing service allows you to configure multiple phones to ring in sequence on incoming calls with criteria you set (a call entry).

NOTE 1: The criteria for each Sequential Ringing call entry can be a list of up to 12 caller phone numbers or digit patterns, or SIP-URI addresses and a specified time schedule during which the service is active. All criteria for an entry must be satisfied for the call to enter Sequential Ringing (phone number and day of week and time of day). Otherwise, the call does not activate the service.

NOTE 2: You can enter feature access codes and speed codes in addition to phone numbers and extensions with this service.


If your number is busy, you have the option of whether or not to continue the sequential search. If there is no answer at your number, the service tries up to five other locations in sequence until it receives an answer. The call is then connected as usual to the phone that answers. If none of the numbers in the sequence answer, the caller is directed to Voice Mail or to another no-answer service.

The caller has the option to terminate the Sequential Ringing service by pushing the # key. The call is then immediately forwarded to Voice Mail or other no-answer service. The caller hears a comfort message every 20 seconds during the ring sequence and is informed of the # key function.

Use the following procedures to configure the Sequential Ringing service and manage call entries.

Configure Features of the Sequential Ringing Service

Add Sequential Ringing Entry

Modify or Delete Sequential Ringing Entry

View, Activate, or Deactivate Sequential Ringing Call Entries

4.27.1 Configure Features of the Sequential Ringing Service Use the following procedure to configure the Sequential Ringing service.

Figure 77 Incoming Calls − Sequential Ring

1) On the User − Incoming Calls menu page, click Sequential Ring. The User − Sequential Ring page appears.

2) Click to select the check box to the left of Use Base Location first.

− If the check box is selected, your base location phone rings first in the ring sequence.

− If the check box is cleared, the first phone in the ring sequence rings first.


3) From the Number of rings for Base Location drop-down list, select the number of rings for the base location.

4) Click to select the check box to the left of Continue the search process if the base location is busy.

− If the check box is selected, the service continues to search.

− If the check box is cleared, the service terminates the search.

5) Click to select the check box to the left of Enable caller to skip search process.

− If the check box is selected, the caller can end the Sequential Ringing service at any time during the search by pressing the # key.

− If the check box is cleared, the caller cannot end the Sequential Ringing service.

NOTE: Forwarding or messaging services must be configured if the caller is allowed to terminate the Sequential Ringing service.

6) In the text boxes that follow Phone Number/SIP-URI, enter up to five phone numbers or SIP-URI addresses to which you want Sequential Ringing callers to be directed, in the order in which you want the phone numbers to be rung.

You can also enter feature access codes and speed codes in addition to the phone numbers.

7) From the Number of rings drop-down list, select the number of rings for each phone number.

8) For each phone number, check Answer Confirmation Required to prompt the answering party to enter a confirmation digit to complete the call. Un-check the Answer Confirmation Required to disable this feature




4.27.2 Add Sequential Ringing Entry Use this procedure to add Sequential Ringing entries.

Figure 78 Sequential Ring − Sequential Ring Add


2) On the User – Sequential Ring page, click Add. The User – Sequential Ring Add page appears.

3) In the * Description text box, type a name for the entry such as a supplier’s name.

4) Check Use sequential ring if you want sequential ringing to be used for this entry; or check Do not use sequential ring if you do not want sequential ringing to be used for this entry.

5) From the Selected Time Schedule drop-down list, select a time schedule during which you want the telephone numbers in this entry to be sent to your configured ring sequence.

6) From the Selected Holiday Schedule drop-down list, select a holiday schedule during which you want the telephone numbers in this entry to be sent to your configured ring sequence.


7) Specify which calls you receive are to be sent to your configured ring sequence:

− If you want all calls you receive sent to your configured ring sequence, check Any phone number


− If you want to specify phone numbers that you want sent to your configured ring sequence, check Following phone numbers and specify the numbers as follows:

− To send any private calls to your configured ring sequence, select Any private number

− To send any unknown calls to your configured ring sequence, select Any unavailable number

− To send calls from specific telephone numbers to your configured ring sequence, enter the numbers (not extensions) in the Specified phone numbers boxes.



4.27.3 Modify or Delete Sequential Ringing Entry Use this procedure to modify or delete Sequential Ringing entries.

Figure 79 Sequential Ring − Sequential Ring Modify


2) Click Edit in the row for the entry. The User – Sequential Ring Modify page appears.

3) To remove the entry, click Delete. The entry is deleted and the User – Sequential Ring page appears.

WARNING: The delete action is final and cannot be undone.

4) To modify the entry, change the information as required. For information about the options available on this page, see section 4.27.2 Add Sequential Ringing Entry.




4.27.4 View, Activate, or Deactivate Sequential Ringing Call Entries Use this procedure to view all Sequential Ringing call entries and activate and deactivate one or more call entries.

Figure 80 Incoming Calls − Sequential Ring (View)

1) On the User – Incoming Calls menu page, click Sequential Ring. The User –Sequential Ring page appears.

2) View the call entries you have configured at the bottom of the page. Call entries you have configured are automatically active.

− To see all details of an entry, click on Edit. The User – Sequential Ring Modify page appears with the selected entry criteria displayed.

− Click OK to return to the User – Sequential Ring page.

3) To activate an entry on the User – Sequential Ring page, check the Active box.

4) To deactivate an entry on the User – Sequential Ring page, uncheck the Active box.




4.28 Series Completion Use this menu item on the User – Incoming Calls page to view your series completion groups.

The Series Completion service allows calls to a member of a series completion group to be forwarded to the next member in the series if the called party is busy.

The following table provides an explanation of the items on this page:

Item Description

Group Name Name of the series completion group.

Name Names of the users in the series completion group.

Department Departments of the users in the series completion group.

4.28.1 View Your Series Completion Groups Use this procedure to verify the series completion groups to which you belong.

Figure 81 Incoming Calls – Series Completion

1) On the User – Incoming Calls menu page, click Series Completion. The User – Series Completion page appears, showing your series completion groups.

2) To display the previous page, click OK. The User – Incoming Calls menu page appears.

4.29 Simultaneous Ringing Personal Use this menu item on the User – Incoming Calls page to:

Configure Features of the Simultaneous Ringing Personal Service

Add Simultaneous Ringing Personal Entry

Modify or Delete Simultaneous Ringing Personal Call Entries

View, Activate, or Deactivate Simultaneous Ringing Personal Call Entries


The Simultaneous Ringing Personal service allows you to list phone numbers or SIP-URI addresses you would like to ring in addition to your primary phone when you receive a call that satisfies the criteria you set (in a call entry). This feature is helpful when you are not at your desk or home, and you would like your cell phone to ring when you receive an important call. You can turn off simultaneous ringing when you are at your desk and selectively activate or deactivate call entries.

WARNING: If your cell phone or other phone has voice mail that picks up before your office voice messaging picks up, your voice mails can be on your cell phone messaging system.

4.29.1 Configure Features of the Simultaneous Ringing Personal Service Use the following procedure to configure the Simultaneous Ringing Personal service.

Figure 82 Incoming Calls – Simultaneous Ring Personal

NOTE: The numbers ring if the incoming call matches one of the call entries you define. If there are no call entries defined or if all the entries are inactive, Simultaneous Ringing Personal rings the simultaneous ring numbers when the service is turned on.

1) On the User – Incoming Calls menu page, click Simultaneous Ring Personal. The User – Simultaneous Ring Personal page appears.

2) To activate Simultaneous Ringing Personal, check On. To disable it, check Off.


3) If you do not want the numbers entered for this service to ring if you are on another phone call, check Do not ring my Simultaneous Ring Numbers if I’m already on a call. This is the default for this service.

4) In the Phone Number/SIP-URI text boxes, enter up to ten phone numbers or SIP-URI addresses that you want to ring simultaneously on incoming calls.


5) For each phone number you entered, check Answer confirmation required to prompt the answering party to enter a confirmation digit to complete the call.



4.29.2 Add Simultaneous Ringing Personal Entry Use this procedure to add a Simultaneous Ringing Personal entry. Simultaneous Ringing Personal entries determine whether simultaneous ringing applies to the incoming call.

Figure 83 Simultaneous Ring Personal – Simultaneous Ring Personal Add


2) To add a Simultaneous Ring Personal entry, click Add. The User – Simultaneous Ring Personal Add page appears.


3) Enter the description of the entry.

4) Check Use simultaneous ring personal if you want the service to be used for this entry; or, check Do not use simultaneous ring personal to disable the entry.

5) From the Selected Time Schedule drop-down list, select a time schedule during which you want the calls from the numbers in this entry to be sent to your Simultaneous Ring Personal list.

6) From the Selected Holiday Schedule drop-down list, select a holiday schedule during which you want the calls from the numbers in this entry to be sent to your Simultaneous Ring Personal list.


7) Specify the numbers from which the calls satisfying the time and holiday schedules set in this entry are to be sent to your Simultaneous Ringing Personal list:

− To send calls from any number, check Any phone number.

− To send calls from specific phone numbers, check Following phone numbers and select or enter one or more of the following:

− To send any private calls to your Simultaneous Ringing Personal list, select Any private number.

− To send any unknown calls to your Simultaneous Ringing Personal list, select Any unavailable number.

− To send calls from specific telephone numbers to your Simultaneous Ringing Personal list, enter the numbers (not extensions) in the Specified phone numbers text boxes.

8) To save your changes, click OK. The entry is added and appears on your Simultaneous Ring Personal page.



4.29.3 Modify or Delete Simultaneous Ringing Personal Call Entries Use this procedure to modify or delete a Simultaneous Ringing Personal call entry.

Figure 84 Simultaneous Ring Personal – Simultaneous Ring Personal Modify


2) Click Edit in the row for the entry you want to modify or delete. The User – Simultaneous Ring Personal Modify page appears.

3) To delete the entry, click Delete. The entry is deleted.


4) To modify the entry, enter or select information as required. For information on the options available on this page, see section 4.29.2 Add Simultaneous Ringing Personal Entry.


4.29.4 View, Activate, or Deactivate Simultaneous Ringing Personal Call Entries Use the following procedure to activate or deactivate Simultaneous Ringing Personal call entries.

Figure 85 Incoming Calls – Simultaneous Ring Personal

NOTE: The numbers ring if the incoming call satisfies the criteria you set. If there are no criteria defined or if all the call entries are inactive, Simultaneous Ringing Personal always rings all the simultaneous ringing numbers when the service is turned on.


2) To activate a Simultaneous Ringing Personal call entry, check the Active box next to the entry. To deactivate the entry, deselect the box.

3) To save your changes, click Apply or OK. To exit without saving, click Cancel.


5 Outgoing Calls

Use the User – Outgoing Calls menu page to manage outgoing calls, for example, blocking your line ID or programming speed dial codes.

Figure 86 User – Outgoing Calls

The User – Outgoing Calls menu page contains these menu items:

Basic menu

− Automatic Callback

− Call Return

− Calling Party Category

− Last Number Redial

− Legacy Automatic Callback

− Line ID Blocking

− Speed Dial 8

− Speed Dial 100

Advanced services

− Account Codes

− Communication Barring User-Control

− Group Paging

− Personal Phone List

− Preferred Carrier User

− Two-Stage Dialing


5.1 Access Outgoing Calls Menu To access the Outgoing Calls menu page, click Outgoing Calls in the Options list.

5.2 Automatic Callback Use this menu item on the User - Outgoing Calls menu page to turn Automatic Callback on and off.

When this service is on, you are prompted to create an Automatic Callback request when you get a busy signal. The system monitors this line for thirty minutes by default. The Automatic Callback service sends a distinctive ring to notify you that a subscriber you are attempting to call is available.

Automatic Callback supports inter-group, intra-group, and inter-Application Server calls.

NOTE: The Automatic Callback service is invoked for busy scenarios. Basically, busy scenarios cover all cases in which the terminating user cannot receive an additional call. This includes Call Waiting, Do Not Disturb, and Simultaneous Call Policy service triggers.

You can access an interactive voice response (IVR) menu with the Automatic Callback Menu Access Feature Access Code (default is #9), which lists the current pending callbacks and allows you to cancel individual callbacks. You can also cancel all current Automatic Callback requests with the Automatic Callback Deactivation Feature Access Code (default is #8).

Figure 87 Outgoing Calls – Automatic Callback

1) On the User – Outgoing Calls menu page, click Automatic Callback. The User – Automatic Callback page appears.

2) To activate Automatic Callback, check On. To deactivate it, check Off.



NOTE: The total number of outstanding Automatic Callback sessions that can be initiated by one subscriber is 30. The range is 1 through 30, and the default is “5”.


5.3 Call Return Use this menu item on the User – Outgoing Calls menu page to return a call to the last party that called you.

The Call Return service allows you to easily return your last call, using a Feature Access Code. You can return a call whether or not the call was answered.

Figure 88 Outgoing Calls – Call Return

1) On the User – Outgoing Calls menu page, click Call Return. The User – Call Return page appears, giving instructions for Call Return.

2) To call back the last party who called you, enter the Call Return Feature Access Code at your phone.

3) To display the previous page, click OK. The User – Outgoing Calls page appears.

5.4 Calling Party Category Use this menu item on the User – Outgoing Calls menu page to see the Calling Party Category assigned to you by the group administrator.

Figure 89 Outgoing Calls – Calling Party Category

1) On the User – Outgoing Calls menu page, click Calling Party Category. The User – Calling Party Category page appears, describing Calling Party Category. Typically, the calling party categories include the categories listed below, but can be modified by your system administrator:

− Ordinary

− Payphone


− Prison

− Hotel

− Hospital

− Special


5.5 Last Number Redial Use this menu item on the User – Outgoing Calls menu page to redial the last number you called.

You can also use a Feature Access code to make use of the Last Number Redial service (*66, by default).

Figure 90 Outgoing Calls – Last Number Redial

1) On the User – Outgoing Calls menu page, click Last Number Redial. The User – Last Number Redial page appears, giving instructions for Last Number Redial.

2) To redial the last number you called, enter the Last Number Redial Feature Access Code at your phone or click the REDIAL button at your CommPilot Call Manager.


5.6 Legacy Automatic Callback The Legacy Automatic Callback service allows you to camp on a busy called party and be called back automatically when the called party hangs up.

Use the User – Legacy Automatic Callback page to turn the service on or off.

Figure 91 User – Legacy Automatic Callback


1) On the User – Outgoing Calls menu page, click Legacy Automatic Callback. The User – Legacy Automatic Callback page appears.

2) To enable the feature, check On. To disable it, check Off.



5.7 Line ID Blocking Use this menu item on the User - Outgoing Calls menu page to disable Calling Line ID Delivery. The Line ID Blocking service allows you to prevent your calling line ID from being shown when you make a call. When enabled, lines equipped with the Caller ID service will not see your name or number.

NOTE: Some people have their phones set up to refuse calls from "blocked numbers" - as with the Anonymous Rejection service. The Line ID Blocking service can be changed as needed for placing sensitive phone calls and turned off for placing calls to parties with Anonymous Rejection or similar services. This service does not apply to calls from within the group.

Figure 92 Outgoing Calls – Calling Line ID Delivery Blocking

1) On the User – Outgoing Calls menu page, click Line ID Blocking. The User – Calling Line ID Delivery Blocking page appears.

2) To enable Block Calling Line ID on Outgoing Calls, (i.e. to hide your name and number) check On. To disable it, check Off.




5.8 Speed Dial 8 Use this menu item on the User – Outgoing Calls menu page to program up to eight single-digit speed dial numbers. Once set up, you can make a call using the speed dial code, rather than dialing the whole phone number. For example, to dial the number associated with speed dial code 7, you would dial 7#.

Speed Dial 8 numbers can also be programmed using the handset, using a Feature Access Code (FAC). For example, *74 3 9624 programs speed dial code 3 to dial the number 9642. (*74 is the default FAC for Speed Dial 8. It might be different on your system.)

Figure 93 Outgoing Calls – Speed Dial 8

1) On the User – Outgoing Calls menu page, click Speed Dial 8. The User – Speed Dial 8 page appears.

2) Type the phone number or SIP-URI address in the Phone Number/SIP-URI text box next to a speed dial code.

3) Type a name or description for the speed dial code in the corresponding Name text box. This name does not affect the operation of the speed dial code.




5.9 Speed Dial 100 Use this menu item on the User – Outgoing Calls menu page to:

View or Delete Speed Dial 100 Dialing Codes

Set a Speed Dial 100 Code

Modify a Speed Dial 100 Entry

Speed Dial 100 lets you assign a two-digit speed dial code to phone number or SIP-URI address. Once set up, you can make a call using the speed dial code, rather than dialing the whole number. For example, to dial the number associated with speed dial code 77, you would dial **77#.

As indicated, Speed Dial 100 codes have a two-digit prefix associated with them. This prefix is assigned by your system administrator, and must be dialed prior to the speed dial code. By default, it is **.

You can have up to 100 two-digit speed dial numbers, from 00–99.

5.9.1 View or Delete Speed Dial 100 Dialing Codes Use this procedure to display your Speed Dial 100 call entries, or to delete entries from the list.

Figure 94 Outgoing Calls – Speed Dial 100

1) On the User – Outgoing Calls menu page, click Speed Dial 100. The User – Speed Dial 100 page appears, showing your Speed Dial 100 call entries.

Note the Speed Dial 100 dialing prefix. This prefix is configured by your administrator, and must be dialed before the two-digit speed dial code. For example, to dial the number associated with speed dial code 77, you would dial #77. (# is the default prefix for Speed Dial 100. It might be different on your system.

NOTE: In some systems, the Speed Dial 100 dialing prefix may be empty.

2) To delete an entry, check the Delete box next to the entry.



WARNING: This action cannot be undone. Once you click Apply or OK, the entry is permanently deleted.


5.9.2 Set a Speed Dial 100 Code Use this procedure to set a two-digit speed dial code to dial a frequently dialed or hard-to-remember phone number or SIP-URI address. You can have up to 100 Speed Dial 100 numbers.

Speed Dial 100 numbers can also be set using the handset, using a Feature Access Code (FAC). For example, *75 33 9624 programs speed dial code 33 to dial the number 9642. (*75 is the default FAC for Speed Dial 100. It might be different on your system.)

Figure 95 Speed Dial 100 – Speed Dial 100 Add


2) Click Add. The User – Speed Dial 100 Add page appears.

3) From the Speed Code 100 drop-down list, select a two-digit code.

4) Type a text description for the speed dial number in the Description text box.

5) Type the phone number or SIP-URI address to assign to the speed dial code in the * Phone Number/SIP-URI text box.




5.9.3 Modify a Speed Dial 100 Entry Use this procedure to make changes to a Speed Dial 100 entry.

Figure 96 Speed Dial 100 – Speed Dial 100 Modify


2) Click Edit next to the entry to edit. The User – Speed Dial 100 Modify page appears.

3) To remove the entry click Delete. The User – Speed Dial 100 page appears.

WARNING: This action cannot be undone. Once you click Delete, the recording is permanently deleted.

4) To modify the entry, change the information as required. Enter a new description, phone number, or SIP-URI address for the speed dial code. You cannot edit the speed dial code.




5.10 Account Codes Use this menu item on the User – Outgoing Calls menu page to display your account codes. The Account Codes service displays the account codes assigned to you for making calls.

Figure 97 Outgoing Calls – Account Codes

On the User – Outgoing Calls menu page, click Account Codes. The User – Account Codes page appears.

The User – Account Codes page displays the following information.

Item Description

Codes The number of the account assigned by the administrator.

Description A description of the account assigned by the administrator.

Place a Call Using an Account Code: 1) Dial the Feature Access Code for Per Call Account Code.

2) Dial the account code.

3) Dial the number.

If You Dial the Wrong Account Code: 1) While your call is in progress, flash the phone by clicking the flash button or clicking

the hang-up button once. The active call is placed on hold.

2) Redial the Feature Access Code and the account code.

3) Resume your call.

To Exit this Page: To display the previous page, click OK. The User – Outgoing Calls page appears.


5.11 Communication Barring User-Control Use this menu item on the User – Outgoing Calls menu page to change your Communication Barring personal identification number (PIN) and to select your active profile.

If you have been locked out of feature access code (FAC) access to this service due to repeated failed login attempts, you can use this page to clear the lockout.

Figure 98 User – Communication Barring User-Control

Figure 99 User – Communication Barring User-Control when User is Locked Out

1) On the User – Outgoing Calls menu page, click Communication Barring User-Control. The User – Communication Barring User-Control page appears.

2) If you have been locked out, click the Reset Lockout link to clear the lockout. The link is only visible while you are locked out.


3) To change your PIN, enter the current PIN and the new PIN in the provided text boxes.

4) To change your active profile, select the new profile from the Active Communication Barring Profile drop-down list.



5.12 Group Paging Use this menu item on the User – Outgoing Calls menu page to view the paging groups you belong to as originator.

NOTE: This menu item is only visible if you are an originator in at least one paging group.

To page a paging group, dial the paging group’s phone number or extension.

Figure 100 User – Group Paging

1) On the User – Outgoing Calls menu page, click Group Paging. The User – Group Paging page appears, listing the paging groups that you can page. The phone number and/or extension is displayed for each page group.



5.13 Personal Phone List Use this menu item on the User – Outgoing Calls menu page to:

View or Delete Phone List Entries

Add an Entry to Your Personal Phone List

Modify or Delete an Entry in Your Personal Phone List

Import a Comma-delimited Text File

The Personal Phone List service allows you to configure a list of phone numbers you call frequently or want to remember.

NOTE: Whenever you add, delete, or modify an entry on the list, the call entries are sorted automatically, in alphabetic order.

5.13.1 View or Delete Phone List Entries Use this procedure to display your personal phone list, or to delete entries from the list.

Figure 101 Outgoing Calls – Personal Phone List

1) On the User – Outgoing Calls menu page, click Personal Phone List. The User – Personal Phone List page appears, showing your customized phone list.






5.13.2 Add an Entry to Your Personal Phone List Use this procedure to add a number to your customized phone list.

Figure 102 Personal Phone List – Personal Phone List Add

1) On the User – Outgoing Calls menu page, click Personal Phone List. The User – Personal Phone List page appears.

2) Click Add. The User – Personal Phone List Add page appears.

3) Type the name and number in the * Name and * Phone Number text boxes.



5.13.3 Modify or Delete an Entry in Your Personal Phone List Use this procedure to make changes to an entry in your customized phone list.

Figure 103 Personal Phone List – Personal Phone List Modify


2) Click the Edit link next to the entry to modify. The User – Personal Phone List Modify page appears.

3) Modify the name and number as required.


4) To delete an entry, click Delete.




5.13.4 Import a Comma-Delimited Text File Use this procedure to import personal phone list call entries from an existing comma-delimited text file (.CSV format files). To produce a comma-delimited text file, see the instructions for a program such as Microsoft Outlook, Word, or Excel.

Figure 104 Personal Phone List – Personal Phone List Import


2) Click the Import Phone List link. The User - Personal Phone List Import page appears.

3) In the * Select a Phone List File text box, type the file name or click Browse to locate the .CSV file and click Open. The .CSV file must have headings “Name” and “Number”.



If you click Apply or OK, the names and numbers in the .CSV file appear in the Personal Phone List.

Following is an example of the call entries in an import list created in a text file before the file was converted to a .CSV file.

"Name","Number"

"Jane B Doe","301-555-1231"

"Jane M Doe","301-555-1232"

"Jane W Doe","301-555-1233"

"John B Doe","301-555-1234"


5.14 Preferred Carrier User Use this menu item on the User – Profile menu page to view your preferred carriers.

Figure 105 User – Preferred Carrier User

1) On the User – Profile menu page, click Preferred Carrier User. The User – Preferred Carrier page appears, listing the carriers assigned to you. Preferred carriers include:

− Intra-LATA Carrier

− Inter-LATA Carrier

− Preferred International Carrier

2) To display the previous page, click OK. The User – Profile page appears.


5.15 Two-Stage Dialing Use this menu item on the User - Outgoing Calls menu page to enable or disable Two-Staged Dialing. This service allows you to use BroadWorks services from your cell phone or PSTN landline. Two-Stage Dialing provides the ability to route calls when an auxiliary line-type service is used in conjunction with BroadWorks.

The Two-Stage Dialing page is a list page that contains an advanced search. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

Figure 106 Outgoing Calls – Two-Stage Dialing

1) On the User – Outgoing Calls menu page, click Two-Stage Dialing. The User – Two-Stage Dialing page appears.

2) To enable Two-Stage Dialing, check On. To disable it, check Off.

3) Select the Allow activation with any user address check box. When it is unchecked, dialing your BroadWorks number does not trigger Two-Stage Dialing.

4) You can use the search feature to search for more phone numbers that can be used for Two-Stage Dialing.




6 Call Control

Use the User – Call Control menu page to configure or use call control services, for example, call waiting or flash call functionality.

Figure 107 User – Call Control

The User – Call Control menu page contains these menu items:

Basic menu

− Barge-in Exempt

− Call Waiting

− Call Pickup

− Customer Originated Trace

− Directed Call Pickup

− Directed Call Pickup with Barge-in

− Diversion Inhibitor

− Flash Call Hold

− Call Transfer

− In-Call Service Activation

− Three-Way Call

− Music/Video On Hold


− N-Way Call

Advanced services

− Advice of Charge

− BroadWorks Anywhere

− BroadWorks Mobility

− Call Centers

− Call Recording

− Charge Number

− Executive

− Executive-Assistant

− Flexible Seating Guest

− Group Night Forwarding

− Hoteling Guest

− Hoteling Host

− Instant Messaging and Presence

− Push To Talk

− Physical Location

− Remote Office

− Shared Call Appearance

− Video Add-On

− Zone Calling Restrictions

6.1 Access Call Control Menu To access the User – Call Control menu page, click Call Control in the Options list.

6.2 Barge-in Exempt

6.2.1 Turning Barge-in Exempt On and Off Use this menu item on the User – Call Control menu page to turn Barge-in Exempt on and off. Barge-in Exempt allows you to prohibit others from interrupting your conversations with the Barge-in service. When it is on members of your group with the Barge-in service cannot interrupt your calls. When it is off, they can.


Figure 108 Call Control – Barge-in Exempt

1) On the User – Call Control menu page, click Barge-in Exempt. The User – Barge-in Exempt page appears.

2) To enable Barge-in Exempt, check On. To disable it, check Off.



6.3 Call Waiting

6.3.1 Configure Call Waiting Use this menu item on the User – Call Control menu page to turn Call Waiting on and off and to enable or disable Calling Line ID delivery when the line is busy. The Call Waiting service allows you to receive a signal when a call comes in while you are engaged in another call. You can then pick up the call, should you want to.

NOTE: Busy treatment is given to callers when the service is deactivated.

Figure 109 Call Control – Call Waiting

1) On the User – Call Control menu page, click Call Waiting. The User – Call Waiting page appears.

2) To enable Call Waiting, check On. To disable it, check Off.


3) To disable the delivery of the caller ID when you are busy on a call, check Disable Calling Line ID Delivery on Call Waiting. This setting is ignored when Call Waiting is disabled.



6.4 Call Pickup Use this menu item on the User – Call Control menu page to view your call pickup group.

The Call Pickup service allows you to answer a ringing call to another phone in your call pickup group.

Figure 110 Call Control – Call Pickup

1) On the User – Call Control menu page, click Call Pickup. The User – Call Pickup page appears, showing the members of your Call Pickup group.

The User – Call Pickup page displays the following items:

Item Description

Group Name Name of the Call Pickup group.

User ID ID of the user in the Call Pickup group.

Last Name Last name of the user in the Call Pickup group.

First Name First name of the user in the Call Pickup group.

Phone Number Phone number of the user in the Call Pickup group.

Extension Extension of the user in the Call Pickup group.

Department Department of the user in the Call Pickup group. 2) To pick up a ringing call at a member of your Call Pickup group, dial the Call Pickup

Feature Access Code. If there is more than one ringing call in your Call Pickup group, the call that has been ringing the longest is answered.

3) To display the previous page, click OK. The User – Call Control menu page appears.


6.5 Customer Originated Trace Select this menu item on the User – Call Control menu page to view the Customer Originated Trace service description. You cannot configure this service. You must request your group administrator to assign the service to you. If you have been assigned this service, you can dial a feature access code to put a trace on your last incoming call.

Figure 111 Call Control − Customer Originated Trace

6.5.1 Verify Assigned Feature Access Codes Use this procedure to determine whether or not you have been assigned this service.

1) From the Options List, click Utilities. The User-Utilities menu page opens.

2) On the User-Utilities menu page, click Feature Access Codes.

3) In the Feature Access Codes list, look for the Customer Originated Trace (COT) feature access code.

− If the COT feature access code is listed, you have been assigned this feature and can dial the code to trace your last incoming call.

− If the COT feature access code is not listed, you have not been assigned this feature and cannot use this service.

4) To display the previous page, click OK. The User – Utilities menu page appears.


6.6 Directed Call Pickup Use this menu item on the User – Call Control menu page to pick up a call at an extension of your call pickup group.

The Directed Call Pickup service allows you to pick up a call at a specific extension of your call pickup group.

6.6.1 Pick Up a Call at an Extension of Your Call Pickup Group Use this procedure to answer a call ringing at an extension of your Call Pickup group.

Figure 112 Call Control – Directed Call Pickup

1) On the User – Call Control menu page, click Directed Call Pickup. The User – Directed Call Pickup page appears, showing instructions for Directed Call Pickup.

2) To pick up a ringing call at an extension in your Call Pickup group, enter the Directed Call Pickup Feature Access Code followed by the extension at your phone.

To display the previous page, click OK. The User – Call Control page appears.


6.7 Directed Call Pickup with Barge-in Use the Directed Call Pickup with Barge-In menu item on the User – Call Control menu page to view the directed call pickup with barge-in options status.

Directed Call Pickup with Barge-in allows you to dial a feature access code followed by an extension to pick up or barge-in on a call to another group member. If the call has not been answered, then it is picked up. If the call has been answered, then barge-in occurs. A barge-in results in a three-way call being created between you, the group member being barged-in on, and the other party the group member is connected to. You are the controller of the barge-in three-way call.

NOTE: Dial *33 and the extension of the subscriber in your group to pickup or barge-in on a call.

6.7.1 View the Status of the Directed Call Pickup with Barge-in Option Use this procedure to view the status of the warning tone and automatic target selection associated with the Directed Call Pickup with Barge-in service. The warning tone, if enabled, precedes a barge-in. The automatic target selection allows you to dial the feature access code without providing the target extension, and a target for pick-up or barge-in is automatically selected if, at that moment, there is only one user from the same group involved in a call.

Figure 113 Call Control – Directed Call Pickup with Barge-in

1) On the User – Call Control menu page, click Directed Call Pickup with Barge-in. The User – Directed Call Pickup with Barge-in page appears.

The Warning Tone and Automatic Target Selection options display “On” or “Off”. Your group administrator sets the status of these options.



6.8 Diversion Inhibitor Use this menu item on the User – Call Control menu page to verify that the Diversion Inhibitor service has been assigned to you. Diversion Inhibitor allows you to prevent redirection services from being activated on the terminating side of an unanswered call. The feature access code to dial is listed on your Utilities – Feature Access Codes page.

Figure 114 Call Control – Diversion Inhibitor

1) On the User – Call Control menu page, click Diversion Inhibitor. The User – Diversion Inhibitor page appears, describing the Diversion Inhibitor service.


6.9 Flash Call Hold Use this menu item on the User – Call Control menu page to hold a call at a phone without the call control functionality.

The Flash Call Hold service allows you to hold a call at a phone with no Hold button.

Figure 115 Call Control – Flash Call Hold

1) On the User – Call Control menu page, click Flash Call Hold. The User – Flash Call Hold page appears, showing instructions for Flash Call Hold.

2) To hold a call at a phone without call control functionality, flash the phone (click the flash button or click the Hangup button once).

3) Dial the Flash Call Hold Feature Activation Code.

4) Make the second call.


5) To toggle between calls, flash the phone and dial the Flash Call Hold Feature Activation Code.


6.10 Call Transfer Use this menu item on the User – Call Control menu page to transfer a call to another phone using your phone or the CommPilot Call Manager.

The Call Transfer service allows you to transfer a call on a phone with no transfer button.

Figure 116 Call Control – Call Transfer

1) On the User – Call Control menu page, click Call Transfer. The User – Call Transfer page appears, showing instructions for Call Transfer.

2) To turn Call Transfer Recall on or off, check On or Off. When on, Call Transfer Recall returns a call to the receptionist (or device that forwarded the call) when the target device is unavailable to take the call, (based on the value selected in the Number of rings before recall text box).

3) From the Number of rings before recall drop-down list, select the number of rings (two to 20) to play before a call returns to the receptionist.

4) To enable or disable the Busy Camp On service, select or de-select the Enable Busy Camp On check box. Enter the number of seconds (30 to 600) for the Busy Camp On timer. (The default is 120 seconds.)

5) To turn the diversion inhibitor on or off for blind transfers, check On or Off. When on, the call is not redirected to an alternate destination or voice mail.

6) To turn the diversion inhibitor on or off for consultative calls, check On or Off. When turned on, the call is not redirected to an alternate destination or voice mail.




NOTE: If you have Three-Way Calling, you are connected to the two callers in a Three-Way Conference call. Hang up the phone to leave the other two callers connected.

6.11 In-Call Service Activation The In-Call Service Activation service allows users hosted on a time-division multiplexing (TDM) system to activate mid-call services, for example, flash services. This service complements the Two-Stage Dialing service providing BroadWorks users hosted on a TDM system with full access to BroadWorks services. For more information about the Two-Stage Dialing service, see section 5.15 Two-Stage Dialing.

The enhancement to this service, Explicit Call Transfer, monitors DTMF events from the In-Call Service Activation user’s intelligent access device for a specific Explicit Call Transfer (ECT) digit sequence and performs Call Transfer upon detecting the Explicit Call Transfer digit sequence.

NOTE: The Mid-call Flash service activation is applicable only to non-intelligent (BroadWorks-controlled) devices, and Explicit Call Transfer is applicable only to intelligent devices.

If you have been assigned this service, you can enable or disable the service using the User – In-Call Service Activation page. You have read-only access to the currently configured DTMF digits used to activate the In-Call Service Activation services.

Use this menu item on the User – Call Control menu page to turn In-Call Service Activation on and off.

Figure 117 Call Control – In-Call Service Activation

1) On the User – Call Control menu page, click In-Call Service Activation. The User – In-Call Service Activation page appears.

2) To activate In-Call Service Activation, check On. To deactivate it, check Off.




6.12 Three-Way Call Use this menu item on the User – Call Control menu page to connect three at a phone without conferencing functionality.

The Three-Way Call service allows you to set up a three-way conference call at a phone with no conferencing functionality.

Figure 118 Call Control – Three-Way Call

1) On the User – Call Control menu page, click Three-Way Call. The User – Three-Way Call page appears, showing instructions for Three-Way Call.

2) To set up a three-way conference call at a phone with no conferencing functionality, make the first call.

3) When the number answers, flash the phone by clicking the flash button or clicking the Hangup button once.


5) When the second number answers, flash the phone again.

6) To display the previous page, click OK. The User – Call Control page appears.

6.13 Music/Video On Hold Use Music/Video On Hold menu item on the User – Call Control menu page to configure Music/Video On Hold settings. The Music/Video On Hold feature plays music or a video when the remote party is held or parked.

Figure 119 Call Control – Music/Video On Hold Page with Group-level Settings

If you do not have Music On Hold User or Video On Hold User features assigned, then this page only contains the on/off button that allows you to indicate if the group level Music On Hold configuration is to be used.

When you have the Music On Hold User feature, there are two tabs below the on/off radio button to configure user level media for regular calls and internal calls.


6.13.1 Turn Music/Video On-Hold On and Off 1) On the User – Call Control menu page, click Music/Video On Hold. The User –

Music/Video On Hold page appears. The General Settings tab is displayed by default.

2) To activate Music On Hold, check On. To deactivate it, check Off.



6.13.2 General Settings Tab

Figure 120 Call Control – Music/Video On Hold with both Music On Hold User and Video On Hold Features Assigned

1) On the User – Call Control menu page, click Music/Video On Hold. The User – Music/Video On Hold page appears. The General Settings tab is displayed by default.

2) For Music/Video On Hold message option select either Group Defined Music/Video to play the media specified at the group level or Custom Music/Video File to provide your own music and/or video files.

3) If you selected Custom Music/Video File, select the file or files to play from your computer. Select the name of the audio file with your greeting from the Audio drop-down list. If your Music/Video On Hold service has video support enabled, you can also select the name of a video file with your greeting from the Video drop-down list.

NOTE: BroadWorks accepts .WAV and .WMA audio files and .MOV and .3GP video files. The maximum allowed length of a Music On Hold greeting is 10 minutes.




6.13.3 Internal Calls Settings Tab Use this tab to modify Music/Video On Hold settings for internal calls.

Figure 121 Music/Video On Hold – Internal Calls Settings

1) On the User – Call Control menu page, click Music/Video On Hold. The User – Music/Video On Hold page appears.

2) Click the Internal Calls Settings tab.

3) Check Use Alternate Source for Internal Calls if you want to define different settings for internal calls.

4) For Music/Video On Hold message option select either Group Defined Music/Video to play the media specified at the group level or Custom Music/Video File to provide your own music and/or video files.

5) If you selected Custom Music/Video File, select the file or files to play from your computer. Select the name of the audio file with your greeting from the Audio drop-down list. If your Music/Video On Hold service has video support enabled, you can also select the name of a video file with your greeting from the Video drop-down list.




6.14 N-Way Call Use this procedure to connect four or more calls in a conference call at a phone without conferencing functionality.

Figure 122 Call Control – N-Way Calling

1) On the User – Call Control menu page, click N-Way Call. The User – N-Way Call page appears, showing instructions for N-Way Calling.

2) To set up an N-way conference call at a phone with no conferencing functionality, make the first call.

3) When the number answers, flash the phone by clicking the flash button or clicking the Hangup button once.


5) When the second number answers, flash the phone again.


6.15 Advice of Charge Use the Call Control – Advice of Charge page to verify that the Advice of Charge service has been assigned to you.

The Advice of Charge service delivers charging information to your phone.

Figure 123 Call Control – Advice of Charge

1) On the User – Call Control menu page, click Advice of Charge. The User – Advice of Charge page appears.

2) Click OK to display the previous page.


6.16 BroadWorks Anywhere Use this menu item on the User – Call Control menu page to configure the fixed and mobile phones you would like to link to your account.

6.16.1 Configure BroadWorks Anywhere Settings and View Locations and Portals Use the User – BroadWorks Anywhere page to configure your BroadWorks Anywhere settings and view your BroadWorks anywhere locations and portals.

Figure 124 Call Control – BroadWorks Anywhere

1) On the User – Call Control menu page, click BroadWorks Anywhere. The User – BroadWorks Anywhere page appears, listing your BroadWorks Anywhere locations.

2) To view the list of available BroadWorks Anywhere portals, click View Available Portal List. The User – Available BroadWorks Anywhere Portals page appears, listing BroadWorks Anywhere portals available to you.

Figure 125 Call Control – Available BroadWorks Anywhere Portals

3) Click OK. The User – BroadWorks Anywhere page appears.

4) To enable your BroadWorks Anywhere locations for click-to-dial calls, check Alert all locations for Click-to-Dial calls. To disable, deselect this option.


5) To enable your BroadWorks Anywhere locations for group paging, check Alert all locations for Group Paging calls. To disable, deselect this option.



6.16.2 Add BroadWorks Anywhere Location Use this procedure to add a BroadWorks Anywhere location.

Figure 126 BroadWorks Anywhere – BroadWorks Anywhere Phone Number Add

1) On the User – Call Control menu page, click BroadWorks Anywhere. The User – BroadWorks Anywhere page appears.

2) Click Add. The BroadWorks Anywhere Phone Number Add page appears.

3) Type the phone number to be used as the BroadWorks Anywhere location in the *Phone Number text box.

4) Type a description in the Description text box. The description should allow you to remember, at a glance, why you have specified this phone number.

5) Select the Enable this Location check box, which enables this location for BroadWorks Anywhere. To disable this location, de-select the check box.

6) Type in the phone number or SIP URI in the Outbound Alternate Phone Number/SIP URI text box. The outbound alternate phone number or SIP URI is optional and is used when an alternate number needs to be dialed to reach the BroadWorks Anywhere location.

7) Select from the advanced options:

− Enable Diversion Inhibitor – This attribute enables a diversion inhibitor when extending a call leg to the BroadWorks Anywhere location.

− Require Answer Confirmation – This attribute determines if the system needs to prompt for an answer confirmation when a call leg extended to the BroadWorks Anywhere location is answered by you.


− Use BroadWorks-based Call Control Services – This attribute determines whether call control is to be performed by the BroadWorks Anywhere location device or by BroadWorks.

8) Click the Selective Criteria tab. The phone number is added and the BroadWorks Anywhere Phone Number Modify page appears, allowing you to add selective criteria for the phone number.

BroadWorks Anywhere Phone Number Modify – Selective Criteria Tab

9) Click Add. The User – BroadWorks Anywhere Criteria Add page appears.

Figure 127 BroadWorks Anywhere – BroadWorks Anywhere Criteria Add

10) In the Description text box, type a description for the selective criteria entry that reminds you why you set this entry.

11) To use BroadWorks Anywhere for this entry, check Use broadworks anywhere; or check Do not use broadworks anywhere if you do not want BroadWorks Anywhere to be used for this entry.

12) From the Select Time Schedule drop-down list, select the time schedule you want to use for this entry.


13) From the Select Holiday Schedule drop-down list, select the holiday schedule you want to use for this entry.

NOTE: You define your time and holiday schedules on the User – Schedules page. If you have not set any schedules, your choices are “Every Day All Day” time schedule and time schedules and holiday schedules that your group administrator has set. If your group is part of an enterprise, you can also use schedules defined by your enterprise administrator.

14) In the Calls from section, specify the phone numbers for which to alert your BroadWorks Anywhere locations when the criteria in this entry apply. Select one of the following options:

− To alter your locations for calls from any external phone number, check Any external phone number.

− To alter your locations for calls from specific call numbers, check Following phone numbers and specify the numbers as follows:

− Check Any private number to alert your locations when you receive a call from a private phone number.

− Select Any unavailable number to alert your locations when you receive a call from an unavailable phone number.

− Enter up to 12 phone numbers that should alert your locations.

Note that you can use wildcard characters. The “?” is a wildcard character that can replace a single digit anywhere in a digit string. A trailing “*” represents a digit string and can only appear at the end of a string containing digits and “?” wildcard characters.

Example: 45055512?4, 450555??34, 4505?5*



16) Repeat steps 9) to 15) for each criteria entry to add.

17) Click OK to return to the User – BroadWorks Anywhere page.


6.16.3 Modify or Delete BroadWorks Anywhere Location Use this procedure to modify or delete a BroadWorks Anywhere location.

Figure 128 BroadWorks Anywhere – BroadWorks Anywhere Phone Number Modify

1) On the User – Call Control menu page, click BroadWorks Anywhere. The User – BroadWorks Anywhere page appears.

2) Click Edit next to the entry to edit or delete. The User – BroadWorks Anywhere Phone Number Modify page appears.

3) To modify the entry, change the information as required.

4) To add or modify selective criteria, click the Selective Criteria tab. The User – BroadWorks Anywhere Phone Number Modify page changes displaying the list of existing selective criteria.

Figure 129 BroadWorks Anywhere Phone Number Modify – Selective Criteria Tab

− To modify an existing criteria entry, click the entry and modify information as required.


Figure 130 BroadWorks Anywhere – BroadWorks Anywhere Criteria Modify

− To add a new entry click add and follow the appropriate steps in section 6.16.2 Add BroadWorks Anywhere Location.

5) To remove the entry, click Delete. The User – BroadWorks Anywhere page appears.

WARNING: This action cannot be undone. Once you click Delete, the recording is permanently deleted.




6.17 BroadWorks Mobility Use this menu item on the User – Call Control menu page to view or modify your BroadWorks mobility settings.

The BroadWorks Mobility page displays your current BroadWorks Mobility settings and allows you to modify them if the service is enabled. When the service is disabled, the page is read-only.

Figure 131 User – BroadWorks Mobility

1) On the User – Call Control menu page, click BroadWorks Mobility. The User – BroadWorks Mobility page appears.

2) If the service is enabled, modify your settings as required.

− Specify which of your phones should ring: Fixed, Mobile, or Both.

− Check Alert for Click-to-Dial calls to make your phone ring for Click-to-Dial calls.

− Check Alert for Group Paging calls to make you phone ring when you receive a paging call.

− Check Enable Diversion Inhibitor if you do not want your unanswered incoming calls to be redirected.

− Check Require Answer Confirmation to be prompted for a confirmation digit before the mobile call leg answered by you is completed.

− Check Use BroadWorks-based Call Control Services to specify that you would like call control to be performed by BroadWorks and not by your mobile device.




6.18 Call Centers The Call Centers page displays your current Call Center settings, all the call centers you are assigned to, and your “joined” status for each call center. You can join or remove yourself from that call center if this option is enabled by your administrator.

The Call Centers menu appears only if you have a Call Center service.

For users with the Call Center – Premium service assigned, the settings on this page are shared by the Call Center and Route Point services. Any changes to the configuration on this page affect both services, except for the Use Guard Timer Setting option, which has no affect on the Route Point service.

6.18.1 Configure Call Center Settings or Join Call Centers Use the Call Center menu item on the User – Call Control page to configure your Call Center settings or to join a Call Center.

NOTE: The ACD State and Unavailable Code settings apply only to users with Call Center – Standard or Call Center – Premium service assigned, and Make outgoing calls as setting is available only to users with the Call Center – Premium service assigned.

Figure 132 Call Control – Call Centers

1) On the User – Call Control menu page, click Call Centers. The User – Call Centers page appears.

2) If permitted to join call centers, in the Join Call Centers list, check or uncheck the call center you want to join or leave.

For users with Call Center – Standard and Call Center – Premium services: 3) From the ACD State drop-down menu, select your Automatic Call Distribution (ACD)

state: Sign-in, Sign-out, Available, Unavailable, or Wrap-up.


4) If you changed your ACD State to “Unavailable”, select the Unavailable Code from the drop-down list.

NOTE: This option is only available if it has been enabled by your administrator.

For users with the Call Center – Premium service: 5) To set your outgoing call display option, check Make outgoing calls as and select a

dialed number information service (DNIS) on one of your calling centers and/or route points from the drop-down list. Select “None” to have your own name displayed.

This setting specifies what name and telephone number is displayed as your calling line ID, when you make a call. You can decide to use the identity of one of your call centers or route points or to use your own calling line ID.

NOTE: You can override this setting by using Make Call Center Call (default #80) and the Make Personal Call (default #81) feature access codes.

6) The User – Call Centers page displays the following read-only settings:

Item Description

All Call Center services

Call Center Service Assigned

The Call Center service you have been assigned by your administrator: Basic, Standard, or Premium.

Use Guard Timer Setting

Specifies whether default or user-level guard timer settings apply to you.

Enable guard timer for <x> seconds

If Use Guard Timer Setting is set to “User” and there is a check mark next to this item, the item specifies how long the guard timer will be enabled after you become available to take the next call.

Call Center Standard and Call Center Premium

Agent Threshold Profile

The threshold profile you have been assigned as a call center agent. It defines some performance thresholds that when crossed may trigger an alert.

Use Agent Unavailable Settings

Specifies whether default or user-level agent unavailable settings apply to you.

Force agent to unavailable on Do Not Disturb action

If Use Agent Unavailable Settings is set to “User”, a check mark next to this item specifies that when you set your Do Not Disturb service to “On” your ACD state automatically becomes “Unavailable”.

Force agent to unavailable after <x> consecutive bounced calls

If Use Agent Unavailable Settings is set to “User”, a check mark next to this item specifies that your ACD state is forced to “Unavailable” after the specified number of consecutive bounced calls.

Force agent to unavailable on not reachable

If Use Agent Unavailable Settings is set to “User”, a check mark next to this item specifies that your ACD state is forced to “Unavailable” when you become unreachable.

Call Center Premium

Force agent to unavailable on personal calls

If Use Agent Unavailable Settings is set to “User”, a check mark next to this item specifies that your ACD state is forced to “Unavailable” when you are on a personal call.


In addition, the following information is displayed for each call center to which you are assigned as agent:

Item Description

Call Center ID The ID of the Call Center.

Phone Number Call Center main phone number.

Extension Call Center extension.

Routing Type The type of routing used in the Call Center, which can be either priority-based or skill-based. This determines whether calls are distributed to agents based on agents’ skills or on the priority of the calls. This applies only to Premium call centers. In Standard and Basic call centers, routing is always based on call priority.

Skill Level Your skill level in the call canter. This applies only to skill-based call centers.

6.19 Call Recording Use this menu item on the User – Call Control menu page to set the recording mode for your Call Recording service.

The Call Recording service allows you to record calls that you originate or receive.

Figure 133 User – Call Recording

1) On the User – Call Control menu page, click Call Recording. The User – Call Recording page appears.

2) Set the call recording mode to one of the following options:

− Always – Select this option if you want all your calls to be recorded.


− Always with Pause/Resume – Select this option if you want all your calls to be automatically recorded but you want to have the option of stopping and resuming recording.

− On Demand – Select this option is you want selected calls to be recorded. In this mode, your calls are automatically recorded from the beginning to the end, but you have to explicitly request the call to be recorded, for example, by dialing *44 (default), before the end of the call to keep the recording. Otherwise the recording is discarded. Once you have indicated that you want the call to be recorded, you can pause and resume the recording during the call, to keep only selected parts of it.

− On Demand with User Initiated Start – Select this option is you want selected calls to be recorded. This option differs from the On Demand option in that the recording does not start until you explicitly request the call to be recorded. Once you have indicated that you want the call to be recorded, you can pause and resume the recording during the call, to keep only selected parts of it. You can also stop the recording at any point after the recording has started. If you do that and then make another recording request for the same call, a new recording is started.

− Never – Select this option to disable call recording.

3) To notify call participants when the call is being recorded, check Play Call Recording Start Stop Announcement.

4) To record calls to your voice mailbox, check Record Voice Messaging.

This parameter is only displayed if you have the Voice Messaging User service.

5) Configure the type of notification played to the call participants when you pause or resume the recording. For the Play/Resume Notification setting, select one of the following:

− Select None to give no indication to the parties in the call that the recording is paused or resumed.

− Select Beep to play a tone when the recording is paused or resumed.

− Select Play Announcement to play an announcement when the recording is paused or resumed.

6) To play a periodic reminder to the call participants that the call is being recorded, check Repeat Record Call Warning Tone Every <X> seconds and enter the frequency in seconds with which the reminder should be played.

7) Set the Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page.



6.20 Charge Number Use this menu item on the User – Call Control menu page to view your charge number information.

The Charge Number service allows an administrator to assign a charge number, different from your phone number, which will be included in the calls originated by you. The charge number is visible in call detail records, and is used for the purposes of billing and record keeping.

Figure 134 Call Control – Charge Number

In addition, the following information is provided on this page:

Use Charge Number For Enhanced Translations – When this option is enabled, then the charge number is sent to the Network Server.

Include Charge Number for Network Calls – When this option is enabled, then the Charge header is added to the outgoing SIP INVITE sent to the network.

6.21 Executive Use this menu item on the User – Call Control menu page to configure your Executive service. The service allows you to define a pool of assistants who can answer your calls for you, specify which calls your assistants should answer, and decide which of your locations to alert for calls routed to your assistant and how.

NOTE: For the service to work properly you must have the Multiple Call Appearance service enabled. If you have the Shared Call Appearance service assigned, make sure that the Multiple Call Arrangement option of Shared Call Appearance service is checked. For information, see section 6.31 Shared Call Appearance.

Use the following procedures to configure your Executive service:

Configure Assistant Pool

Configure Call Filtering

Configure Call Screening

Set Alerting Mode


6.21.1 Configure Assistant Pool Use the Assistants tab on the User – Executive page to configure the list of assistants who can answer your calls. You can also decide whether assistants can opt in and out of your pool of assistants. The list of assistants is ordered for sequential alerting purposes.

The User – Executive page is a list page that contains an advanced search. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

Figure 135 User – Executive (Assistants Tab)

1) On the User – Call Control menu page, click Executive. The User – Executive page appears. The Assistants tab is displayed by default.

2) Check the Allow Assistants to Opt-in/Opt-out of Pool box to allow assistants to opt in and out of your pool of assistants. To disallow it, uncheck the box.

3) Use the search function to search for available assistants.

4) Select users to assign to your pool of assistants.

− In the Available Assistants column, select one or more names and click Add >.

− Or to assign all available users, click Add All >>.

5) To remove assistants from the pool:

− In the Assigned Assistants column, select one or more assistants and click Remove<.

− Or to remove all assigned assistants, click Remove All <<.


NOTE: The Add > and Add All >> buttons always move items from a column on the left to a column on the right. The Remove < and Remove All << buttons always move items from a column on the right to a column on the left.

6) Order your assistants. Use the Move Up and Move Down buttons to change the position of assistants in the pool. The ordering only applies to sequential alerting. For more information, see section 6.21.3 Set Alerting Mode.



6.21.2 Configure Call Filtering Use the Filtering tab on the User – Executive page to specify which of your incoming calls should be routed to your assistants. You can enable or disable call filtering, set the filtering mode, specify the filter type to use for simple filtering, and define the criteria to use for advanced filtering.

Use the following procedures to configure call filtering:

Configure Call Filtering Settings

Add Call Filtering Criteria Entry

Modify or Delete Call Filtering Criteria Entry

View, Activate, or Deactivate Call Filtering Criteria Entries

6.21.2.1 Configure Call Filtering Settings

Use the Filtering tab on the User – Executive page to configure call filtering settings for your Executive service.

Figure 136 User – Executive (Filtering Tab)


1) On the User – Call Control menu page, click Executive. The User – Executive page appears.

2) Click the Filtering tab.

3) To enable call filtering, select On. To disable it, select Off.

4) Select the call filtering mode. For Call Filtering Mode, select Simple or Advanced.

5) If you selected the simple mode, select the filter type from the following options:

− All Calls

− All Internal Calls

− All External Calls

6) If you selected the advanced mode, define call filtering criteria by following the procedures in the following subsections. You can define filtering criteria whether you selected the simple or advanced mode, but they apply only to advanced filtering.

NOTE: If you select the advanced mode and do not define any filtering criteria or all criteria are inactive, no calls are routed to your assistants.



6.21.2.2 Add Call Filtering Criteria Entry

Use this procedure to add a call filtering criteria entry. This allows you to specify which calls should be filtered (that is routed to your assistants and screening destinations) and the time schedule when you would like calls filtered. If you need more than twelve numbers or more distinct time or holiday periods, you can create multiple criteria entries.


Figure 137 User – Executive Filtering Criteria Add


2) Click the Filtering tab and then click Add. The User – Executive Filtering Criteria Add page appears.

3) In the Description text box, type a name for the entry you are adding.

4) Select Filter call to route calls that satisfy the criteria defined in this entry to your assistants. Or select Do not filter call otherwise.

5) From the Selected Time Schedule drop-down list, choose the time schedule during which the criteria in this entry apply.

6) From the Selected Holiday Schedule drop-down list, choose the holiday schedule during which the criteria in this entry apply.

NOTE: You define your time and holiday schedules on the User – Schedules page. If you have not set any schedules, your choices are “Every Day All Day” time schedule, any time schedules and holiday schedules created by your group administrator. If your group is part of an enterprise, you can also use schedules defined by your enterprise administrator.

7) Specify incoming calls to filter in or out:

− To filter/not filter calls from any phone number, select Any phone number.

− To filter/not filter calls from any external phone number, select Any external phone number.


− To filter/not filter calls from and internal phone number, select Any internal phone number.

− To filter/not filter calls from specific telephone numbers, select Following phone numbers and configure one or more of the following options:

− Select Any private number.

− Select Any unavailable number.

− Enter up to twelve phone numbers in the Specific phone numbers text boxes. If a number is not one assigned to the group, type the complete number: <country code> <national number>. You can add more numbers by creating another entry.




6.21.2.3 Modify or Delete Call Filtering Criteria Entry

Use this procedure to modify or delete a call filtering criteria entry.

Figure 138 User – Executive Filtering Criteria Modify



2) Click the Filtering tab and then click Edit on the row of the entry to modify. The User – Executive Filtering Criteria Modify page appears.

3) To remove the entry, click Delete. The entry is deleted and the User – Executive page appears.


4) To modify the entry, change the information as required. For information about the options available on this page, see section 6.21.2.2 Add Call Filtering Criteria Entry.



6.21.2.4 View, Activate, or Deactivate Call Filtering Criteria Entries

Use this procedure to view all call filtering criteria entries and activate and deactivate one or more criteria entries.

NOTE: If you select the advanced mode and there are no active criteria entries, no calls are routed to your assistants.

Figure 139 User – Executive (Filtering Tab)


2) To view the call filtering criteria entries you have configured, click the Filtering tab. The criteria entries are listed at the bottom of the page.


− To see the details of an entry, click Edit in the row of the entry. The Executive Filtering Criteria Modify page appears displaying the details of the selected entry.

− Click OK to return to the Filtering tab.

3) To activate an entry, check the Active box in the row of the entry.

4) To deactivate an entry, uncheck the Active box in the row of the entry.



6.21.2.5 Configure Call Screening

Use the Screening tab on the User – Executive page to enable or disable call screening, specify the alert type to use for screening, and select the types of locations to alert for call screening.

Call screening allows you to be alerted at selected locations when a call is routed to your assistants. When you decide to answer a screened call, you are connected to the calling party and any remaining call legs to your assistants for that call are released.

Figure 140 User – Executive (Screening Tab)


2) Click the Screening tab.

3) To enable call screening, select On. To disable it, select Off.

4) Select the type of alert to use to notify you of a filtered incoming call at selected locations. For Alert Type, select Silent or Ring Splash.

5) Select the locations to alert for call screening, in addition to your main location, by checking one or more of the following options:

− Alert BroadWorks Mobility Location

− Alert BroadWorks Anywhere Locations


− Alert Shared Call Appearance Locations

NOTE: These options are available only if you have the corresponding services assigned. Depending on your profile, you may see all, some, or none of the options.



6.21.3 Set Alerting Mode Use the Alerting tab on the User – Executive page to specify the alerting settings for filtered calls. You can specify whether your assistants should be alerted sequentially or simultaneously about incoming calls, what calling line ID name and number to use for filtered calls, the timer to use for advancing to the next assistant when using the sequential alerting mode, the timer to use for triggering the rollover action when no assistant answers a call, the rollover action to apply to unanswered filtered calls, and the timer to use to recall a call to the originating assistant when you do not answer the call they pushed to you.

Figure 141 User – Executive (Alerting Tab)



2) Click the Alerting tab.

3) Select the alerting mode:

− To alert your assistants simultaneously, select Simultaneous.

− To alert your assistants sequentially, select Sequential. The assistants are alerted in the order set on the Assistants tab.

4) Specify the calling line ID name to use when alerting assistants of your incoming calls. For Alerting Calling Line ID Name, select one of the following options:

− Executive Name to use your name.

− Executive-Originator Names to use your name followed by the name of the caller.

− Originator-Executive Names to use the caller’s name followed by your name.

− Originator Name to use the caller’s name.

− Custom and enter the name to use in the Alerting Custom Calling Line ID Name text box. Optionally, you can also enter a Unicode name, in the Unicode Alerting Custom Calling Line ID Name text box.

5) Specify the calling line ID number to use when alerting assistants of your incoming calls. For Alerting Calling Line ID Number, select one of the following options:

− Executive Number to use your number.

− Originator Number to use the caller’s number.

− Custom and enter the number to use in the Alerting Calling Line ID Number text box.

6) Configure the call push recall timer. From the Call Push Recall After <X> Rings drop-down list, select the number of rings after a call pushed to you by one of your assistants should be recalled to the assistant if you do not answer the call.

7) Specify the number of rings after which to alert the next assistant when using the sequential alerting mode. From the Advance to Next Assistant After <X> Rings drop-down list select the number of rings.

8) Specify the rollover timeout, that is, the time after which to apply the rollover action to unanswered filtered calls.

9) Specify the rollover action. Select one of the following options:

− Voice Messaging to forward the call to your voice mail

− Forward to Phone Number/SIP URI to forward the call to a specified number and enter the number

− No Answer Processing to apply no answer processing, which either triggers a service such as Call Forwarding No Answer if it is enabled or sends the call the temporarily unavailable treatment




6.22 Executive-Assistant Use this menu item on the User – Call Control menu page to configure your Executive-Assistant service.

Use the following procedures to configure your Executive-Assistant service settings, view the executive pools to which you are assigned, opt in and out of an executive pool if allowed, and configure the executive service settings for an executive to whom you are assigned as an assistant:

Divert Executive Calls, View, Opt in, and Opt out of Executive Pools

Configure Call Filtering for Executive

Configure Call Screening for Executive

Configure Call Alerting for Executive

6.22.1 Divert Executive Calls, View, Opt in, and Opt out of Executive Pools You use the User – Executive-Assistant page to view the list of executives to whom you are assigned as assistant, opt in and out of executive pools, and divert executive calls.

Figure 142 Call Control – Executive-Assistant

1) On the User – Call Control menu page, click Executive-Assistant. The User – Executive-Assistant page appears displaying your service settings and the list of executives you are assigned to as assistant.

2) To divert executive calls, select On and enter the number to send the calls to. To disable diverting of calls, select Off.

3) To opt in or out of an executive pool, check or uncheck the Opt-in box on the line of the executive. If the executive does not allow assistants to opt in or out of their pool, the check box is disabled.




6.22.2 Configure Call Filtering for Executive You use the Filtering tab on the Executive page for a selected executive to configure call filtering for the executive.

Use the following procedures to configure call filtering for an executive:

Configure Call Filtering Settings

Add Call Filtering Criteria Entry

Modify or Delete Call Filtering Criteria Entry

View, Activate, or Deactivate Call Filtering Criteria Entries

6.22.2.1 Configure Call Filtering Settings

You use the Filtering tab on the User – Executive page for a selected executive to configure call filtering settings for the executive.

Figure 143 Executive – Filtering Tab (Assistant View)

1) On the User – Call Control menu page, click Executive-Assistant. The User – Executive-Assistant page appears.

2) Click Edit in the row of the executive whose service you want to configure. The User – Executive page for the selected executive appears. The Filtering tab is displayed by default.

3) To enable call filtering, select On. To disable it, select Off.

4) Select the filtering mode. For Call Filtering Mode, select Simple or Advanced.

5) If you selected the simple mode, select the filter type from the following options:

− All Calls

− All Internal Calls

− All External Calls


6) If you selected the advanced mode, define call filtering criteria by following the procedures in the following subsections. You can define filtering criteria whether you selected the simple or advanced mode, but they apply only to advanced filtering.

NOTE: If you select the advanced mode and no filtering criteria are defined or all criteria are inactive, none of the executive's calls are routed to the assistants.



6.22.2.2 Add Call Filtering Criteria Entry

Use the User – Executive Filtering Criteria Add page to add a call filtering criteria entry for the selected executive. This allows you to specify which calls should be routed to the executive’s assistants and to the executive’s screening destinations, and to define call filtering time schedule. If you need more than twelve numbers or more distinct time or holiday periods, you can create multiple criteria entries.

Figure 144 Executive Filtering Criteria Add (Assistant View)




3) Click Add. The User – Executive Filtering Criteria Add page appears.

4) In the Description text box, type a name for the entry you are adding.

5) Select Filter call to route calls that satisfy the criteria defined in this entry to the executive’s assistants. Or select Do not filter call otherwise.

6) From the Selected Time Schedule drop-down list, choose the time schedule during which the criteria in this entry apply.

7) From the Selected Holiday Schedule drop-down list, choose the holiday schedule during which the criteria in this entry apply.

NOTE: If the required schedule in not on the list, ask the executive to define it.

8) Specify the incoming calls to which the service applies:

− To filter/not filter calls from any phone number, select Any phone number.

− To filter/not filter calls from any external phone number, select Any external phone number.

− To filter/not filter calls from and internal phone number, select Any internal phone number.

− To filter/not filter calls from specific numbers, select Following phone numbers and configure one or more of the following options:

− Select Any private number

− Select Any unavailable number

− Enter up to twelve phone numbers in the Specific phone numbers text boxes. If a number is not one assigned to the group, type the complete number: <country code> <national number>. You can add more numbers by creating another.




6.22.2.3 Modify or Delete Call Filtering Criteria Entry

Use the User – Executive Filtering Criteria Modify page to modify or delete a filtering criteria entry for the selected executive.

Figure 145 Call Control – Executive Filtering Criteria Modify (Assistant View)



3) Click Edit on the row of the entry to modify. The User – Executive Filtering Criteria Modify page appears.

4) To remove the entry, click Delete. The entry is deleted and the User – Executive page appears.


5) To modify the entry, change the information as required. For information about the options available on this page, see section 6.22.2.2 Add Call Filtering Criteria Entry.




6.22.2.4 View, Activate, or Deactivate Call Filtering Criteria Entries

Use the User – Executive page to view call filtering criteria entries and activate and deactivate one or more criteria entries for a selected executive.

NOTE: If advanced filtering mode is selected for the executive and no filtering criteria are defined or all criteria are inactive, none of the executive’s calls are routed to the assistants.

Figure 146 Executive – Filtering Tab (Assistant View)


2) Click Edit in the row of the executive whose service you want to configure. The User – Executive page for the selected executive appears. The Filtering tab is displayed by default and the criteria entries are listed at the bottom of the page.

3) To activate an entry, check the Active box in the row of the entry.

4) To deactivate an entry, uncheck the Active box in the row of the entry.




6.22.3 Configure Call Screening for Executive You use the Screening tab on the User – Executive page to configure call screening for a selected executive.

Figure 147 Executive – Screening Tab (Assistant View)


2) Click Edit in the row of the executive whose service you want to configure. The User – Executive page for the selected executive appears.

3) Click the Screening tab.

4) To enable call screening, select On. To disable it, select Off.

5) Select the type of alert to use to notify the executive of an incoming filtered call on selected locations. For Alert Type, select Silent or Ring Splash.

6) Select the locations to alert for call screening by checking one or more of the following options:

− Alert BroadWorks Mobility Location

− Alert BroadWorks Anywhere Locations

− Alert Shared Call Appearance Locations




6.22.4 Configure Call Alerting for Executive You use the Alerting tab on the User – Executive page for a selected executive to configure alerting settings for the executive, that is, to specify how assistants should be alerted about filtered calls and how unanswered calls should be processed.

Figure 148 Executive – Screening Tab (Assistant View)


2) Click Edit in the row of the executive whose service you want to configure. The User – Executive page for the selected executive appears.

3) Click the Alerting tab.

4) Select the alerting mode:

− To alert the assistants simultaneously, select Simultaneous.

− To alert the assistants sequentially, select Sequential. The assistants are alerted in the order specified by the executive.

5) Specify the calling line ID name to use when alerting assistants of the executive's calls. For Alerting Calling Line ID Name, select one of the following options:

− Executive Name to use the executive’s name.


− Executive-Originator Names to use the executive’s name followed by the name of the caller.

− Originator-Executive Names to use the caller’s name followed by the name of the executive.

− Originator Name to use the caller’s name.

− Custom and enter the name to use in the Alerting Custom Calling Line ID Name text box. Optionally, you can also enter a Unicode name, in the Unicode Alerting Custom Calling Line ID Name text box.

6) Specify the calling line ID number to use when alerting assistants of the executive's calls. For Alerting Calling Line ID Number, select one of the following options:

− Executive Number to use the executive’s number

− Originator Number to use the caller’s number

− Custom and enter the number in the Alerting Calling Line ID Number text box.

7) Configure the call push recall timer. From the Call Push Recall After <X> Rings drop-down list, select the number of rings after a call pushed to the executive by one of their assistants should be recalled to the assistant if the executive does not answer the call.

8) Specify the number of rings after which to alert the next assistant when using the sequential alerting mode. From the Advance to Next Assistant After <X> Rings drop-down list select the number of rings.

9) Specify the rollover timeout, that is, the time after which to apply the rollover action to unanswered filtered calls.

10) Specify the rollover action. Select one of the following options:

− Voice Messaging to forward the call to the executive's voice mail

− Forward to Phone Number/SIP URI to forward the call to a specified number and enter the number

− No Answer Processing to apply no answer processing, which either triggers a service such as Call Forwarding No Answer if it is enabled for the executive or sends the call to the temporarily unavailable treatment




6.23 Flexible Seating Guest Use this item on the User – Call Control menu, to configure your Flexible Seating Guest service and to create an association with a host.

6.23.1 Configure Flexible Seating Guest Use the Profile tab on the User – Flexible Seating Guest page to configure your Flexible Seating Guest service.

NOTE: When the host-guest association is active, you cannot modify any Flexible Seating Guest settings.

Figure 149 Call Control – Flexible Seating Guest

1) On the User – Call Control menu page, click Flexible Seating Guest. The User – Flexible Seating Guest page appears. The Profile tab is displayed by default.

2) To activate your Flexible Seating Guest service, select On. To deactivate it, select Off.

3) In the Unlock Phone PIN Code text box, enter the code to use to unlock the host phone.

Configuring the PIN code allows you to lock the host phone. When the host phone is locked, the host-guest association cannot be terminated via the phone until the phone is unlocked using the PIN code.

To save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page.



6.23.2 Associate with Host You use the Host Association tab on the User – Flexible Seating Guest page to create an association with a host.

Figure 150 Call Control – Flexible Seating Guest (Host Association Tab)

1) On the User – Call Control menu page, click Flexible Seating Guest. The User – Flexible Seating Guest page appears.

2) Click the Host Association tab.

3) Use the search function to search for available hosts.

4) In the Available Hosts column, select a host and click Add >.

If the host enforces association time limit, the Host Association Limit appears at the top of the page.

5) To set your own association time limit, select the Limit Association to check box and enter a time limit in the Hours text box. If the host has association time limit, your own association time limit cannot exceed the host's time limit.

If the host has no association time limit, you can set an association that will never expire with that host by un-checking the Limit Association to check box. If the host does not enforce an association limit but you choose to set a limit, your time limit is not restricted by the host’s time limit. When either your or the host’s association time limit expires, you are automatically disassociated from the host’s device.

6) To select a different host, click Remove < and then repeat steps 4) and 5).




6.23.3 Dissociate from Host You use the Host Association tab on the User – Flexible Seating Guest page to terminate the association with a host.

Figure 151 User – Flexible Seating Guest (Host Association Tab with Active Association)

1) On the User – Call Control menu page, click Flexible Seating Guest. The User – Flexible Seating Guest page appears.

2) Click the Host Association tab.

3) Click Remove <.




6.24 Group Night Forwarding Use this menu item to view the status of your Group Night Forwarding service.

Group Night Forwarding forwards your calls to a specified destination when the service is activated.

Figure 152 Call Control – Group Night Forwarding

The following information is displayed on this page:

Item Description

Group Night Forwarding

Displays the status of your service, which can be: On - activated, Off - deactivated, or Automatic On – activated within the specified time and / or holiday schedule, displayed below. When you receive a call when the service is active, the call is forwarded to the phone number displayed below.

Business Hours Specifies the business schedule.

Holiday Schedule Specifies the holiday schedule.

Forward to phone number/SIP-URI

Displays the phone number/SIP-URI where calls are being forwarded.

6.25 Hoteling Guest Use this menu item on the User – Call Control page to activate or deactivate your phone as a Hoteling Guest.

Hoteling allows users to associate their service profiles with devices other than their own. This service can be used, for example, with transient employees. For example, an enterprise can set up a visitor office with a phone. The user account associated with this phone would have the Hoteling Host service assigned. Salespersons, with the Hoteling Guest service assigned, can associate their service profile with the phone in the visitor office.

Hoteling consists of two separate services, Hoteling Host and Hoteling Guest. The first service, Hoteling Host, is used to designate a particular user as a host, allowing other users, with the Hoteling Guest service assigned, to associate their service profile with the Host user’s device. The second service, Hoteling Guest, is used to allow Hoteling Guest users to associate their service profile with a Hoteling Host user’s device.

This service allows you to associate with the Hoteling Host for the purpose of making a call. The Hoteling Guest also has an ability to control the association time limit, which when it expires, automatically disassociates the Hoteling Guest from the associated


Hoteling Host. The maximum of the association limit is configured by Hoteling Host. When disabled, a Hoteling Guest user has an ability to set an association with the Hoteling Host that never expires.

The User – Hoteling Guest page is a list page that contains an advanced search. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

Figure 153 Call Control – Hoteling Guest

5) On the User – Call Control menu page, click Hoteling Guest. The User – Hoteling Guest page appears.

6) To activate your phone as a Hoteling Guest, select On. To deactivate it, select Off.

7) If your Host Association Limit is enforced, select the Limit Association to check box and enter a timeout limit in the Hours text box, after which the hotel-guest association ends. The Limit Association to time must be equal to or less than the Host Association Limit of the Hoteling Host.

If the Host Association Limit is not enforced, you can set an association with a host that will never expire by un-checking the Limit Association to check box, although the hours text box must still be populated. If the host does not enforce the association limit but the guest chooses to set the limit, the maximum association limit hours defined by the guest is not restricted by the host’s association limit hours.

8) To select one or more hosts, move their names from the Available Hosts column to the Associated Hosts column.

− Search for available hosts using the search function.


NOTE: A user who is a both a Hoteling Host and a Hoteling Guest cannot associate their Hoteling Guest service to themselves as a Host. Therefore, even if you are provisioned with both, Hoteling Guest and Hoteling Host services; when you as a Hoteling Guest, list all available Hoteling Hosts, your name does not appear in the list of available Hosts.

− In the Available Hosts column, select one or more hosts.

− Click Add >.


The Host Association Limit appears with the timeout limit of each selected host.



6.26 Hoteling Host Use this menu item on the User – Call Control page to activate or deactivate your phone device as a Hoteling Host. Hoteling allows users to associate their service profiles with devices other than their own.

This service can be used, for example, with transient employees. For example, an enterprise can set up a visitor office with a phone. The user account associated with this phone would have the Hoteling Host service assigned. A salesperson, with the Hoteling Guest service assigned, can associate their service profile with the phone in the visitor office.

Hoteling consists of two separate services, Hoteling Host and Hoteling Guest. The first service, Hoteling Host, is used to designate a particular user as a host, allowing other users, with the Hoteling Guest service assigned, to associate their service profile with the Host user’s device. The second service, Hoteling Guest, is used to allow Hoteling Guest users to associate their service profile with a Hoteling Host user’s device.

NOTE: A user who is a both a Hoteling Host and a Hoteling Guest cannot associate their Hoteling Guest service to themselves as a Host. Therefore, even if you are provisioned with both, Hoteling Guest and Hoteling Host services; when you as a Hoteling Guest, list all available Hoteling Hosts, your name does not appear in the list of available Hosts.


Figure 154 Call Control – Hoteling Host

1) On the User – Call Control menu page, click Hoteling Host. The User – Hoteling Host page appears, showing information on the Hoteling Host services.

2) To designate your phone as a Hoteling Host, check On. To deactivate it, check Off.



The User – Hoteling Host page displays information on the associated guest, as follows:

Item Description

Association Limit The amount of time a Hoteling Guest is allowed to use your device. If an association limit is enforced, the Enforce Association Limit is displayed beside the checkmark, for example, 24 hours. The Enforce Association Limit can be modified only by administrators. If the association limit is not enforced, the Hoteling Guest is allowed to associate with the Hoteling Host indefinitely.

Last Name Last name of the Hoteling Guest using your device.

First Name First name of the Hoteling Guest using your device.

Phone Number The phone number of the Hoteling Guest using your device.

Extension The extension number of the Hoteling Guest using your device.

Association Date The date the Hoteling Guest began using your device.

6.27 Instant Messaging and Presence Use this menu item on the User – Call Control menu page to provide private instant messaging and presence to soft clients and SIP phones.

The Instant Messaging and Presence service allows other users to view your presence status by adding your BroadWorks ID to their contacts list. They can also send you instant messages by using your BroadWorks ID as the message destination.


Figure 155 Call Control – Instant Messaging and Presence

1) On the User – Call Control menu page, click Instant Messaging and Presence. The User – Instant Messaging and Presence page appears, showing information on the Instant Messaging and Presence services.


6.28 Push To Talk Use this menu item on the User – Call Control menu page to:

Configure Push To Talk Options

Allow Push To Talk Calls From Selected Users

Push To Talk provides an intercom-like functionality where you can call another party and be instantly connected.


6.28.1 Configure Push To Talk Options Use this procedure to configure Push To Talk options.

The User – Push to Talk page is a list page that contains an advanced search. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

Figure 156 Call Control – Push to Talk

1) On the User – Call Control menu page, click Push to Talk. The User – Push to Talk page appears.

2) Select your Auto-Answer options.

− Select On if you want to automatically answer Push To Talk calls.

− Select Off if you do not want to automatically answer Push To Talk calls.

3) Select the Outgoing Connection Type.

− Select One-Way to establish a one-way path. If this option is selected, then the originator of the call can talk to the party receiving the call, but the party receiving the call cannot talk to the originator of the call.

− Select Two-Way to establish a two-way path. If this option is selected, then both the originator of the call and the party receiving the call can talk to each other.


6.28.2 Allow Push To Talk Calls From Selected Users Use this procedure to select which users Push To Talk calls can be received from.

1) On the User – Call Control menu page, click Push to Talk. The User – Push to Talk page appears.

2) Select your Access List options.

− Select Allow calls only from the users selected below to list the users who can use Push To Talk to call you.

− Select Allow calls from everyone except the users selected below to accept Push To Talk calls from everyone except the listed users.

3) To add users to the display, move users from the Available Users column to the Selected Users column.

− In the Available Users column, select the users. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several items in sequential order, click the first name, hold down the SHIFT key on the keyboard, and click the last name. To select several items, but not in a particular order, click the names while holding down the CTRL key on the keyboard.

− To add the selected users to the display, click Add >. To move all users (unselected) at once, click Add All >>.

4) To remove users from the display, move users from the Selected Users column to the Available Users column.

− In the Selected Users column, select the users.

− To remove the selected users from the display, click Remove <. To move all users (unselected) at once, click Remove All <<.





6.29 Physical Location Use this menu item on the User – Call Control menu page to view the Physical Location service configuration.

The Physical Location service allows proper support of emergency calling in countries and regions where the location of a user cannot be derived from the user's phone number. If the Physical Location service is configured for you, you can only make calls from the physical location designated for the calling device.

The administrator is responsible for both specifying the physical location of a device and activating the service.

Figure 157 Call Control – Physical Location

6.30 Remote Office Use this menu item on the User – Call Control menu page to activate or deactivate Remote Office. The Remote Office service allows you to use an off-site phone, for example your home office phone or cell phone, as your business phone. When active, you can access your CommPilot Call Manager functionality from another phone.

All services available from your office home are available through Remote Office. In particular, if you subscribe to a name delivery service at home, External Calling Line ID must be enabled for your caller’s name and number to display with Remote Office.

Figure 158 Call Control – Remote Office

1) On the User – Call Control menu page, click Remote Office. The User – Remote Office page appears.


NOTE: You can access this page by clicking RO on your CommPilot Call Manager page. When the button to the left of the RO link on the CommPilot Call Manager is selected, this service is on. When it is not selected, it is off.

2) To activate Remote Office, select On. To deactivate it, select Off.

3) Type the number of the remote phone in the Remote Phone Number text box.



NOTE: If you have both Simultaneous Ringing and the Remote Office features active for the same phone number, an incoming call results in two calls. One of these calls is to the phone number. The other call is to the numbers listed in the Simultaneous Ringing service or the members of the Simultaneous Ringing Group.

6.31 Shared Call Appearance Use this menu item on the User – Call Control menu page to view alternate locations assigned to you and to configure Shared Call Appearance settings.

You can have a maximum of 35 appearances assigned to you. Shared Call Appearances (SCAs) are assigned by your administrator.

The Shared Call Appearance service allows you to receive call at your alternate locations. Alternate locations are alerted along with the primary location when an incoming call is received. Any one of these locations can answer the incoming call. The location that answers the call becomes the active location.

The alternate locations can also be used to originate calls. The location originating the call becomes the active location.

Once one location is active, the other locations cannot be used until the active location is released.

The Users – Shared Call Appearance page is a list page that contains an advanced search. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.


6.31.1 View Alternate Locations and Set SCA Preferences

Figure 159 Call Control – Shared Call Appearance

1) On the User – Call Control menu page, click Shared Call Appearance. The User – Shared Call Appearance page appears.

2) Check Alert all appearances for Click-to-Dial calls to enable alerts for click-to-dial calls. When this is enabled, all of your locations (primary and SCA) are alerted for click-to-dial calls when no location is active or if you have Multiple Call Arrangement (MCA) assigned and enabled. If you do not have MCA enabled, or it is disabled, and one of your locations is active, only that active location is alerted.

3) Check Alert all appearances for Group Paging calls to enable alerts for group paging calls. When this is enabled, all of your locations (primary and SCA) are alerted for group paging calls when no location is active or if you have Multiple Call Arrangement (MCA) assigned and enabled. If you do not have MCA assigned, or if it is disabled, and one of your locations is active, only that active location is alerted.

4) Check Allow Call Retrieve from another location to be able to dial an FAC to retrieve an existing active call from another location.

5) For Multiple Call Arrangement, select On or Off. Multiple Call Arrangement provides the ability for multiple calls to be handled concurrently on your different Shared Call Appearance locations.

6) Check Allow bridging between locations to allow bridging. This allows one or more person to pick up the device at shared call appearance locations and barge in on an active call.

7) Check Enable Call Park Notification to allow notifications about parked calls. When this option is enabled, all your locations are notified when a call is parked at your extension.


8) To configure a warning tone to alert you that a third party is now on the line, turn on one of the Bridge Warning Tone options: Barge-in only, or Barge-in and repeat every 30 seconds.

9) Display alternate locations:

− To search for specific alternate locations, enter your search criteria and click Find.

− To display all alternate locations assigned to you, click Find All. The User – Shared Call Appearance page list displays the following information for each alternate location:

Item Description

Identity/Device Profile Type Type of device of the alternate location.

Identity/Device Profile Name Name of the device assigned to the alternate location.

Line/Port Line or port assigned to the alternate location. 10) Click Apply or OK. Apply saves your changes. OK saves your changes and displays

the previous page.


6.31.2 Enable or Disable Shared Call Appearance Location and View Settings Use this page to enable or disable a given Shared Call Appearance (SCA) location.

Figure 160 Call Control – Shared Call Appearance Modify

1) On the User – Call Control menu page, click Shared Call Appearance. The User – Shared Call Appearance page appears.

2) In the row of the alternate location you want to access, click Edit. 3) To enable or disable this location, check or uncheck Enable this location.

When a terminal is dissociated from a user, it becomes transparent to BroadWorks and is not presented with incoming calls.


This page displays the following information about the alternate location:

Item Description


Line/Port Line assigned to the alternate location.

Port Number Port number of the device port assigned to the location. This applies only to devices that support static port ordering.

Allow Origination from this location Specifies whether you can make calls from this location.

Allow Termination to this location Specifies whether you can receive calls from this location. 4) Click Apply or OK. Apply saves your changes. OK saves your changes and displays

the User – Call Control menu.


6.32 Video Add-On Use the Video Add-On service to configure a video-capable device to work with your audio device when making calls to a person who has video capability.

NOTE: You do not need this service if your audio device includes video capability.

If you do activate this feature, to receive video, you must have a video device, configured by your administrator, which is turned on and reachable by the system. If the video device cannot connect in the time allotted, the call comes through with the audio portion only.

NOTE: When you make a call with the Video Add-On service activated, it takes longer to start the call because the video is being set up.

If you set your calls to go to a remote office and the Video Add-On service is active, only the audio portion of the call goes to the remote location. With the Video Add-On service disabled on your local device, both audio and video parts of the call go to the remote location.

6.32.1 Configure Video Add-On and View Settings Use this procedure to turn the Video Add-On service on and off and to set the maximum length of time before the call drops the search for the video add-on device.

The Identity/Device Profile area displays the following details:

Item Description


Line/Port Line assigned to the alternate location.

Port Number Port number of the device port assigned to the location. This applies only to devices that support static port ordering.

Contact Contact address. Only available for identity/device profile types that allow static registrations.


Figure 161 Call Control – Video Add-On

1) On the User − Call Control menu page, click Video Add-On. The User − Video Add-On page appears.

2) To activate Video Add-On, select On. To deactivate it, select Off.

1) From the Maximum Originating Call Delay drop-down list, select “2”, “5”, or “10” seconds.



6.33 Zone Calling Restrictions Use this menu item on the User – Call Control menu page to view your Zone Calling Restrictions configuration. Your administrator assigns your “home zone”, which corresponds to your actual location and determines which services are prevented from linking (forwarding, transferring, or bridging) a PSTN party with a BroadWorks party from another zone. Users in an enterprise can always call each other freely regardless of zones.

Figure 162 Call Control – Zone Calling Restrictions

1) On the User – Call Control menu page, click Zone Calling Restrictions. The User – Zone Calling Restrictions page appears.



7 Calling Plans

Use the User – Calling Plans menu page to view the details of your calling plans, such as the type of numbers you can call and the type of numbers you can receive calls from.

Basic menu

This menu displays menu items that all users can use:

− Incoming Calling Plan

Advanced services


− Outgoing Calling Plan

− Outgoing Digit Plan

− Outgoing Pinhole Digit Plan

7.1 Access Calling Plans Menu To access the User – Calling Plans menu page, click Calling Plans in the Options list.

Figure 163 User – Calling Plans


7.2 Incoming Calling Plan Use this menu item on the User – Incoming Calls page to view the types of calls you are allowed to receive.

Figure 164 Calling Plans – Incoming Calling Plan

1) On the User – Calling Plans menu page, click Incoming Calling Plan. The User – Incoming Calling Plan page appears.

The User – Incoming Calling Plan page lists call types and specifies whether you are allowed to receive calls of that type as follows:

− “Y” in the Permitted column means that you can receive calls of that type.

− “P” in the Permitted column means that you can receive calls of that type only if they are transferred to you by a member of your group.

− “N” in the Permitted column means that you cannot receive calls of that type.



7.3 Outgoing Calling Plan Use this menu item on the User – Calling Plans menu page to:

Display Calls You Can Place

Display Calls You Can Forward and Transfer

Display Permission for Your Calls to Be Forwarded or Transferred

Display Calls You Can Make Using Call Me Now Service

Following is an explanation of each call type listed on this page:

Item Description

Group Calls to the business group. (Your group or system administrator designates your business group.)

Local Calls within the local calling area and local toll calls, which may or may not have charges associated with them.

Toll Free Free calls to numbers beginning with 1, usually followed by 800, 877, or 888.

Toll Chargeable calls within the same geographic region.

International Chargeable calls to other countries.

Operator Assisted Calls made with the assistance of an operator.

Chargeable Directory Assistance

Chargeable calls made to Directory Assistance such as 411 or the area code followed by 555-1212.

Special Services I Calls to 700 numbers. These calls may or may not be chargeable.

Special Services II (Reserved for System Administrator's discretion.)

Premium Services I Chargeable calls to numbers beginning with 900.

Premium Services II Chargeable calls to numbers beginning with 976.

Casual 101XXXX chargeable calls, for example, 1010321 followed by the number you are calling.

URL Dialing Calls made to an e-mail address that is outside of the business group.

Unknown Calls to unknown call types.

7.3.1 Display Calls You Can Place Use Originating Calls tab to view the types of calls you are permitted to make.

The information displayed on the Originating Calls tab depends on the Outgoing Calling Plan service assigned to your group. Figure 165 shows and example of the Outgoing Calling Plan – Originating Calls tab for a user with the Enhanced Outgoing Calling Plan service assigned to their group, and Figure 166 shows an example of the Outgoing Calling Plan – Originating Calls tab for a user with the Outgoing Calling Plan assigned to their group.


Figure 165 Calling Plans – (Enhanced) Outgoing Calling Plan (Originating Calls)

Figure 166 Calling Plans – Outgoing Calling Plan (Originating Calls)

1) On the User – Calling Plans menu page, click Outgoing Calling Plan. The User - Outgoing Calling Plan page appears. The Originating tab is displayed by default.

If your group has been assigned the Outgoing Calling Plan, a checkmark in the Permitted column indicates that the call type is permitted.


If your group has been assigned the Enhanced Outgoing Calling Plan:

− “Y” in the Permitted column indicates that you can dial this type of call.

− “N” in the Permitted column indicates that you cannot dial this type of call.

− "A" in the Permitted column indicates that an authorization code is required to make this type of call.

− "T1”, “T2”, or “T3" in the Permitted column indicates that the call is transferred to one of three alternate numbers, defined on the Transfer Numbers page.

You are permitted to make emergency calls to numbers such as 911, if those services are available in your area.

2) To display the previous page, click OK. The User – Calling Plans menu page appears.

7.3.2 Display Calls You Can Forward and Transfer Use this procedure to display the types of calls you are permitted to forward (or forward and transfer).

NOTE: Depending on the way your system is configured, you can see either the Initiating Call Forwards tab or the Initiating Call Forwards/Transfers tab.

Figure 167 Calling Plans – Outgoing Calling Plan (Initiating Call Forwards/Transfers)

1) On the User – Calling Plans menu page, click Outgoing Calling Plan. The User – Outgoing Calling Plan page appears.

2) Click the Initiating Call Forwards tab or the Initiating Call Forwards/Transfers tab. The Initiating Call Forwards or Initiating Call Forwards/Transfers tab appears.

A check mark in the Permitted column indicates that you can forward (or forward and transfer) this type of call. If no checkmark appears, you cannot.



7.3.3 Display Permission for Your Calls to Be Forwarded or Transferred Use this procedure to display the permission assigned to you for your calls to be forwarded or transferred outside of your group.

Figure 168 Calling Plans – Outgoing Calling Plan (Being Forwarded/Transferred)


2) Click the Being Forwarded/Transferred tab.

A check mark in the Permitted column indicates that your calls can be forwarded or transferred outside of your group.

3) To display the previous page, click OK. The User – Calling Plans menu page appears.

7.3.4 Display Calls You Can Make Using Call Me Now Service Use the Call Me Now tab on the Outgoing Calling Plan page to view the call types you are permitted to make using the Call Me Now service.

NOTE: The Call Me Now tab appears only if you have been assigned the Call Me Now service.


Figure 169 Calling Plans – Outgoing Calling Plan (Call Me Now Tab)


2) Click the Call Me Now tab.

The Call Me Now tab displays the types of calls you are permitted to make using your Call Me Now service. A check mark in the Permitted column indicates that this type of call is allowed. If no check mark appears, you are not allowed this type of call.



7.4 Outgoing Digit Plan Use this menu item on the User – Calling Plans menu page to:

Display Calls You Can Place

Display Calls You Can Forward or Transfer

Display Calls You Can Make Using Call Me Now Service

The Outgoing Digit Plan service displays the special call types you are permitted to make, forward, transfer, and establish using the Call Me Now service.

7.4.1 Display Calls You Can Place Use the Originating Calls tab on the Outgoing Digit Plan page to display the call types you are permitted to make. The call types on this screen are defined and assigned by your administrator.

Depending on the type of the Outgoing Calling Plan service assigned to your group the information on this tab differs as illustrated in Figure 170 and Figure 171.

Figure 170 Calling Plans – (Enhanced) Outgoing Digit Plan (Originating Calls)

Figure 171 Calling Plans – Outgoing Digit Plan (Originating Calls)


1) On the User – Calling Plans menu page, click Outgoing Digit Plan. The User – Outgoing Digit Plan page appears. The Originating Calls tab is displayed by default showing the types of calls you are permitted to make.

If your group has the Outgoing Calling Plan service assigned, a checkmark in the Permitted column indicates that you can make this type of call. Otherwise you cannot.

If your group has the Enhanced Outgoing Calling Plan service assigned:

− “Y” in the Permitted column indicates that you can make this type of call.

− “N” indicates you cannot.

− If an “A” appears in the Permitted column, an authorization code is required to make this type of call.

− If a “T1”, “T2”, or “T3” appears, the call is transferred to one of three alternate numbers, defined on your Transfer Numbers page.


7.4.2 Display Calls You Can Forward or Transfer Use this procedure to display the call types you are permitted to forward or transfer. The call types on this screen are defined and assigned by your administrator.

Figure 172 Calling Plans – Outgoing Digit Plan (Initiating Call Forwards/Transfers)

1) On the User – Calling Plans menu page, click Outgoing Digit Plan. The User – Outgoing Digit Plan page appears.

2) Click the Initiating Call Forwards/Transfers tab.

The Initiating Call Forwards/Transfers tab displays the types of calls you are permitted to forward or transfer. A check mark in the Permitted column indicates that you can forward or transfer this type of call. If no check mark appears, you cannot.



7.4.3 Display Calls You Can Make Using Call Me Now Service Use the Call Me Now tab on the Outgoing Digit Plan page to display the call types you are permitted to make using the Call Me Now service. The call types on this screen are defined and assigned by your administrator.

Figure 173 Calling Plans – Outgoing Digit Plan (Call Me Now)

1) On the User – Calling Plans menu page, click Outgoing Digit Plan. The User – Outgoing Digit Plan page appears.


The Call Me Now tab displays the types of calls you are permitted to make using the Call Me Now service. A check mark in the Permitted column indicates that that the call type is allowed. If no check mark appears, the call type is now allowed.


7.5 Outgoing Pinhole Digit Plan The Outgoing Pinhole Digit Plan (OPDP) is used to override some of the restrictions imposed by your Outgoing Calling Plan (OCP) and Outgoing Digit Plan (ODP) by authorizing calls to specific destinations.

Use this menu item on the User – Calling Plans menu page to:

Display Pinholes in Your Outgoing Plans for Originating Calls

Display Pinholes in Your Outgoing Plans for Forwarding/Transferring Calls

Display Pinhole in Your Outgoing Calling Plans for Call Me Now Calls


7.5.1 Display Pinholes in Your Outgoing Plans for Originating Calls Use this procedure to display the pinholes in your Outgoing Calling Plan (OCP) and Outgoing Digit Plan (ODP), that is, the call types you are permitted to make in addition to calls allowed by your OCP and ODP. The call types are defined and assigned by your administrator.

Figure 174 Calling Plans – Outgoing Pinhole Digit Plan (Originating Calls)

1) On the User – Calling Plans menu page, click Outgoing Pinhole Digit Plan. The User – Outgoing Pinhole Digit Plan page appears. The Originating Calls tab is displayed by default.

The Originating Calls tab lists calls types and for each listed call type, the Pinhole column specifies whether the call type is allowed for outgoing calls as follows:

− “I” in the Pinhole column means that this entry is ignored by the Outgoing Pinhole Digit Plan (OPDP). Other OPDP entries may still apply.

− “Y” means that you are allowed to originate calls to the destinations defined by this call type.

− “A” means that you need to supply an authorization code when originating calls to the destinations defined by this call type.

− "TX" (where X = 1, 2, or 3) means that you are transferred to the specified transfer number, defined on your Transfer Numbers page.


7.5.2 Display Pinholes in Your Outgoing Plans for Forwarding/Transferring Calls Use this procedure to display the pinholes in your Outgoing Calling Plan (OCP) and Outgoing Digit Plan (ODP) for forwarding and transferring calls; that is, the call types you are permitted to forward or transfer in addition to calls allowed by your OCP and ODP. The call types are defined and assigned by your administrator.


Figure 175 Calling Plans – Outgoing Pinhole Digit Plan (Initiating Call Forwards/Transfers)

1) On the User – Calling Plans menu page, click Outgoing Pinhole Digit Plan. The User – Outgoing Pinhole Digit Plan page appears.

2) Click the Initiating Call Forwards/Transfers tab.

The tab displays calls types; and for each call type listed on this tab, the Pinhole column specifies whether the call type is allowed as follows:

− “I” in the Pinhole column indicates that his call type is ignored by OPDP.

− “Y” indicates that you are allowed to forward and transfer calls to the destinations defined by this call type.


7.5.3 Display Pinhole in Your Outgoing Calling Plans for Call Me Now Calls Use this procedure to display the pinholes in your Outgoing Calling Plan (OCP) and Outgoing Digit Plan (ODP) for the Call Me Now service; that is, the call types you are permitted to make using your Call Me Now service in addition to calls allowed by your OCP and ODP. The call types are defined and assigned by your administrator.

Figure 176 Calling Plans – Outgoing Pinhole Digit Plan (Call Me Now)


1) On the User – Calling Plans menu page, click Outgoing Pinhole Digit Plan. The User – Outgoing Pinhole Digit Plan page appears.


The tab displays calls types; and for each call type listed on this tab, the Pinhole column specifies whether the call type is allowed as follows:

− “I” in the Pinhole column indicates that his call type is ignored by OPDP.

− “Y” indicates that you are allowed to establish calls using the Call Me Now service to the destinations defined by this call type.



8 Client Applications

The Client Applications menu page allows you to manage your client application settings.

In addition, the following client applications: Call Manager/Attendant Console, Call Center, and Receptionist, if assigned, can be launched using the Launch box displayed on every page.

Figure 177 User – Client Applications

The User – Client Applications menu page contains these menu items:

Basic Menu


− Attendant Console

− Busy Lamp Field

− CommPilot Call Manager

− Client Call Control

− Outlook Integration

− BroadWorks Connector for Lotus Sametime

Advanced Menu


− BroadTouch Business Communicator Client Licenses

− BroadWorks Agent


− BroadWorks Supervisor

− BroadWorks Receptionist–Enterprise

− BroadWorks Receptionist–Small Business

− BroadWorks Receptionist–Office

− BroadWorks Assistant–Enterprise

− BroadWorks Communicator

− BroadWorks Communicator Multimedia

− BroadWorks Communicator G.729

− eyePMedia Audio Video

− Office Communicator Tab

− Polycom Web Browser

− Client Licenses

− BroadTouch Mobile Link

− Bria for BroadWorks

− Polycom Phone Services

− UC-Connect

8.1 Access Client Applications Menu To access the User – Client Applications menu page, click Client Applications in the Options list.

8.2 Attendant Console The Attendant Console allows you to use the console to view call activity (on a call, not on a call, or do not disturb) for selected members in your group. In addition, if permitted by your administrator, you can view the details of member calls, such as the number of calls, the name and number of the callers, and how long the call has been active. To personalize the console, you can modify which columns are shown.

8.2.1 Customize the Attendant Console Use this menu item on the User – Client Applications menu page to customize the columns displayed on the Attendant Console.

The User – Attendant Console page is a list page that contains an advanced search. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.


Figure 178 Client Applications – Attendant Console

1) On the User – Client Applications menu page, click Attendant Console. The User – Attendant Console page appears.

2) If you have been assigned both the Attendant Console and CommPilot Call Manager, to have both launch automatically upon login, check Launch Attendant Console with CommPilot Call Manager on Login.

If you have been assigned the Attendant Console only, to have it launch automatically upon login, check Launch Attendant Console on Login.

3) Check View Call Details if you want to see details of calls on the Attendant Console.

NOTE: This check box can be hidden if you do not have the permission to view call details.

4) To select users to be monitored, move users from the Available Users column to the Monitored Users column.

− In the Available Users column, select the users. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several


items in sequential order, click the first name, hold down the SHIFT key on the keyboard, and click the last name. To select several items, but not in a particular order, click the names while holding down the CTRL key on the keyboard.

− To add the selected users to the display, click Add >. To move all users (unselected) at once, click Add All >>.

5) To remove users from the display, move users from the Monitored Users column to the Available Users column.

− In the Monitored Users column, select the users.

− To remove the selected users from the display, click Remove <. To move all users (unselected) at once, click Remove All <<.

6) To add columns to the display, move columns from Available Columns to Displayed Columns.

− In the Available Columns, select the columns. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several items in sequential order, click the first name, hold down the SHIFT key on the keyboard, and click the last name. To select several items, but not in a particular order, click the names while holding down the CTRL key on the keyboard.

− To add the selected columns to the display, click Add >. To move all columns (unselected) at once, click Add All >>.

The following table lists the columns that can be displayed on the Attendant Console.

Column Titles Description

Action Populates the Call Manager dialog box with the phone number.

Department Department of the user.

E-mail User’s e-mail address.

Extension Telephone extension of the user.

Mobile User’s mobile telephone number.

Name Name of the user.

Number Telephone number of the user.

Pager User’s pager number.

Status A red icon appears if you are on a call or has a red line through it indicating Do Not Disturb (DND) is enabled.

Title User’s title, name, and department. This is a sortable field. 7) To remove the selected columns from the display, click Remove <. To move all

columns (unselected) at once, click Remove All <<.

− In the Displayed Columns, select the columns.

− To remove columns from the display, move columns from the Displayed Columns to the Available Columns.

8) Position the columns in the desired order within the display, by selecting their names in the Displayed Columns column and clicking Move Up and Move Down until you move them to the desired position. The Attendant Console displays the columns in the order you choose, as illustrated in Figure 178 and Figure 179.




Figure 179 Attendant Console Display

8.3 BroadWorks Connector for Lotus Sametime This service has no configuration. Use this menu item to verify that the BroadWorks Connector for Lotus Sametime service has been assigned to you.

The BroadWorks Connector for Lotus Sametime service allows you manage BroadWorks services such as Do Not Disturb and Call Forwarding, view your call logs, and make calls to contacts in the IBM Lotus Sametime Connect client using BroadWorks.

This service replaces Client License 15, used prior to Release 18.0.

Figure 180 Client Applications – BroadWorks Connector for Lotus Notes Sometime

1) On the User – Client Applications menu page, click BroadWorks Connector for Lotus Sametime. The User – BroadWorks Connector for Lotus Sametime page appears.



8.4 Busy Lamp Field The Busy Lamp Field feature allows SIP Attendant Console phones to manage the lamp and console displays for monitored users. You can select members in your group or enterprise to be monitored using a SIP Attendant Console phone.

Use the Busy Lamp Field page to add or remove users to be monitored.

Figure 181 Client Applications – Busy Lamp Field

1) To receive notifications about calls parked against monitored users, check the Enable Call Park Notification box. When this option is checked, you are notified when calls are parked against monitored users and when parked calls are retrieved or released.

2) To select users to monitor, move users from the Available Users column to the Monitored Users column.

− To look for specific available users, enter your search criteria and click Search. Or to display all available users, click Search.

− In the Available Users column, select the users. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several items in sequential order, click the first name, hold down the SHIFT key on the keyboard, and click the last name. To select several items, but not in a particular order, click the names while holding down the CTRL key on the keyboard.

− To select the selected users, click Add >. To select all users (unselected) at once, click Add All >>.

3) To de-select, move users from the Monitored Users column to the Available Users column.

− In the Monitored Users column, select the users.

− To de-select the selected users, click Remove <. To de-select all users (unselected) at once, click Remove <<.


NOTE: The Add > and Add All >> buttons always move items from a column on the left to a column on the right. The Remove < and Remove << buttons always move items from a column on the right to a column on the left.



8.5 CommPilot Call Manager Use this menu item on the User – Client Applications menu page to display information on CommPilot Call Manager.

The CommPilot Call Manager service allows you to initiate, manipulate, and receive calls through a web-based interface.

Figure 182 Client Applications – CommPilot Call Manager

1) On the User – Client Applications menu page, click CommPilot Call Manager. The User – CommPilot Call Manager page appears, showing information on the CommPilot Call Manager services.

2) If you have been assigned both the CommPilot Call Manager and Attendant Console services, to have both launch automatically upon login, check Launch CommPilot Call Manager with Attendant Console on Login.

If you have been assigned the CommPilot Call Manager only, to have it launch automatically upon login, check Launch CommPilot Call Manager on Login.




8.6 Client Call Control Use this menu item on the User – Client Applications menu page to view your account for third-party call control applications.

The Client Call Control service allows you to use applications such as the Client Application Protocol (CAP) interface through an external call client application. This service must be assigned to you by your group administrator. You cannot configure this service.

Figure 183 Client Applications – Client Call Control

1) On the User – Client Applications menu page, click Client Call Control. The User – Client Call Control page appears.

2) To display the previous page, click OK. The User – Client Applications page appears.

8.7 Lync CTI This service has no configuration. Use this menu item on the User – Client Applications menu page to verify that the Lync CTI service has been assigned to you.

The Lync CTI service allows you to use click-to-call functionality and to receive presence updates to and from Lync.

Figure 184 Client Applications – Lync CTI

1) On the User – Client Applications menu page, click Lync CTI. The User – Lync CTI page appears.



8.8 Lync Softphone This service has no configuration. Use this menu item on the User – Client Applications menu page to verify that the Lync Softphone service has been assigned to you.

The Lync Softphone service allows you to use click-to-call functionality of Lync, receive presence updates, and initiate desktop soft-phone calls from Lync.

Figure 185 Client Applications – Lync Softphone

1) On the User – Client Applications menu page, click Lync Softphone. The User – Lync Softphone page appears.


8.9 Outlook Integration Use this menu item on the User – Client Applications menu page to activate or deactivate Outlook integration. The Outlook Integration service allows you to access your Outlook contacts from CommPilot Call Manager.

Figure 186 Client Applications – Outlook Integration


1) On the User – Client Applications menu page, click Outlook Integration. The User – Outlook Integration page appears.

NOTE: When the CommPilot Call Manager page is opened, an alert box appears asking if a BroadSoft component can be downloaded, which enables Outlook Integration. Click OK to allow download and installation. (This can take a few minutes.) The CommPilot window appears upon completion.

You may be instructed to reboot your PC for the changes to take effect. If you click NO, you do not have an Outlook list to view. Clicking NO can cause scripting errors. Until you download the necessary components, the alert box appears each time CommPilot is opened.

2) To activate Outlook Integration, select On. To deactivate it, select Off.

3) Specify the location from which your contacts are retrieved. Select either Retrieve Contacts From Default Contact Folder Only or Retrieve All Contacts.



8.10 BroadTouch Business Communicator Client Licenses Depending on the services assigned to you, you may see one or more BroadTouch Business Communicator menu items on the User – Client Applications menu page, for example, BroadTouch Business Communicator Desktop. Those services have no configuration.

Use this menu item on the User – Client Applications menu page to verify that the corresponding BroadTouch Business Communicator service has been assigned to you.

Figure 187 Client Applications – BroadTouch Business Communicator Desktop

For example, to access the User – BroadTouch Business Communicator Desktop page:

1) On the User – Client Applications menu page, click BroadTouch Business Communicator Desktop. The User – BroadTouch Business Communicator Desktop page appears.



8.11 BroadWorks Agent The BroadWorks Agent is a Call Center agent soft client that enables users to perform typical call center agent activities, call control, basic reporting, and service configuration.

For information on using BroadWorks Call Center, see the BroadWorks Hosted Thin Call Center Agent/Supervisor User Guide or BroadWorks Hosted Thick Call Center Agent/Supervisor User Guide.

Figure 188 Client Applications – BroadWorks Agent

1) On the User – Client Applications menu page, click BroadWorks Agent. The User – BroadWorks Agent page appears.


8.12 BroadWorks Supervisor The BroadWorks Supervisor is a Call Center supervisor soft client that enables users to perform advanced call features of a call center such as the following:

Real-time queue monitoring capabilities

Enhanced reporting

Supervisor barge-in service

BroadWorks Call Center service integration

For information on configuring BroadWorks Call Center, see the BroadWorks Hosted Thin Call Center Agent/Supervisor Administration Guide or BroadWorks Hosted Thick Call Center Agent/Supervisor Administration Guide. For information on using BroadWorks Call Center, see the BroadWorks Hosted Thin Call Center Agent/Supervisor User Guide or BroadWorks Hosted Thick Call Center Agent/Supervisor User Guide.

Figure 189 Client Applications – BroadWorks Supervisor

1) On the User – Client Applications menu page, click BroadWorks Supervisor. The User – BroadWorks Supervisor page appears.



8.13 BroadWorks Receptionist–Enterprise BroadWorks Receptionist–Enterprise is an advanced client application designed for an operator providing advanced call control, contact directories, and phone status.

For information on using BroadWorks Receptionist–Enterprise, see the BroadWorks Hosted Thin Receptionist User Guide or BroadWorks Hosted Thick Receptionist User Guide.

Use the User – BroadWorks Receptionist–Enterprise page to select users to monitor.

NOTE: The default monitoring style in Receptionist is dynamic monitoring; however if you wish to constantly monitor the status of a particular set of users (static monitoring), make sure that the contacts you wish to monitor are in the Monitored Users column.

Figure 190 Client Applications – BroadWorks Receptionist–Enterprise

1) On the User – Client Applications menu page, click BroadWorks Receptionist–Enterprise. The User – BroadWorks Receptionist–Enterprise page appears.






8.14 BroadWorks Receptionist–Small Business BroadWorks Receptionist–Small Business is a desktop application for receptionists and executive assistants providing call control, contact directories, and phone status for a maximum of 30 contacts.

For information on using BroadWorks Receptionist–Small Business, see the BroadWorks Hosted Thin Receptionist User Guide or BroadWorks Hosted Thick Receptionist User Guide.

Use the User – BroadWorks Receptionist–Small Business page to select users to monitor.


Figure 191 Client Applications – BroadWorks Receptionist–Small Business

1) On the User – Client Applications menu page, click BroadWorks Receptionist–Small Business. The User – BroadWorks Receptionist–Small Business page appears.






8.15 BroadWorks Receptionist–Office BroadWorks Receptionist–Office is a desktop application for receptionists and executive assistants providing call control, contact directories, and phone status for a maximum of eight contacts.

For information on using BroadWorks Receptionist–Office, see the BroadWorks Hosted Thin Receptionist User Guide or BroadWorks Hosted Thick Receptionist User Guide.

Use the User – BroadWorks Receptionist–Office page to select users to monitor.


Figure 192 Client Applications – BroadWorks Receptionist–Office

1) On the User – Client Applications menu page, click BroadWorks Receptionist–Office. The User – BroadWorks Receptionist–Office page appears.






8.16 BroadWorks Assistant–Enterprise The BroadWorks Assistant–Enterprise is an integrated toolbar that enables you to make and accept telephone calls, and change telephone settings, from within Internet Explorer and Outlook. For example, you can automatically initiate calls by clicking on phone numbers from within Outlook or Internet Explorer. You can also configure basic call control services, such as Selective Call Forwarding, Do Not Disturb, Voice Mail to E-mail, Simultaneous Ringing, and so on.

For information on using BroadWorks Assistant–Enterprise, see your BroadWorks Assistant–Enterprise User Guide.

Figure 193 Client Applications – BroadSoft Assistant–Enterprise

1) On the User – Client Applications menu page, click BroadSoft Assistant–Enterprise. The BroadSoft Assistant–Enterprise page appears.


8.17 BroadWorks Communicator Use this menu item on the User – Client Applications menu page to verify that the BroadWorks Communicator feature has been assigned to you.

BroadWorks Communicator is an audio-only soft client.


Figure 194 Client Applications – BroadWorks Communicator

1) On the User – Client Applications menu page, click BroadWorks Communicator. The User – BroadWorks Communicator page appears.


8.18 BroadWorks Communicator Multimedia Use this menu item on the User – Client Applications menu page to verify that the BroadWorks Communicator Multimedia feature has been assigned to you.

BroadWorks Communicator Multimedia is a video add-on service. This service enables video for the BroadWorks Communicator service.

Figure 195 Client Applications – BroadWorks Communicator Multimedia

1) On the User – Client Applications menu page, click BroadWorks Communicator Multimedia. The User – BroadWorks Communicator Multimedia page appears.



8.19 BroadWorks Communicator G.729 Use this menu item on the User – Client Applications menu page to verify that the BroadWorks Communicator G.729 feature has been assigned to you.

BroadWorks Communicator G.729 enables the G.729 audio codec for all voice calls on BroadWorks Communicator.

Figure 196 Client Applications – BroadWorks Communicator G.729

1) On the User – Client Applications menu page, click BroadWorks Communicator G.729. The User – BroadWorks Communicator G.729 page appears.


8.20 eyePMedia Audio Video Client Use this menu item on the User – Client Applications menu page to verify that the eyePMedia Audio Video Client feature has been assigned to you.

Figure 197 Client Applications – eyePMedia Audio Video Client

1) On the User – Client Applications menu page, click eyePMedia Audio Video Client. The User – eyePMedia Audio Video Client page appears.



8.21 Office Communicator Tab Use this menu item on the User – Client Applications menu page to verify that the Office Communicator Tab service has been assigned to you.

Figure 198 Client Applications – Office Communicator Tab

1) On the User – Client Applications menu page, click Office Communicator Tab. The User – Office Communicator Tab page appears.


8.22 Polycom Web Browser Use this menu item on the User – Client Applications menu page to verify that the Polycom Web Browser service has been assigned to you.

Figure 199 Client Applications – Polycom Web Browser

1) On the User – Client Applications menu page, click Polycom Web Browser. The User – Polycom Web Browser page appears.



8.23 Client Licenses Use this menu item on the User – Client Applications menu page to verify that a licensable third-party service has been assigned to you.

Figure 200 Client Applications – Client License

NOTE: If there are no Client License items on the menu, none have been assigned to you.

1) On the User – Client Applications menu page, click Client License <n>, where <n> denotes the client license number. The User – Client License <n> page appears.

The message “This service has no configuration” indicates the third-party service has been assigned to you, and requires no configuration at the user level.


8.24 BroadTouch Mobile Link Use this menu item on the User – Client Applications menu page to verify that the BroadTouch Mobile Link service license has been assigned to you.

Figure 201 Client Applications – BroadTouch Mobile Link

1) On the User – Client Applications menu page, click BroadTouch Mobile Link. The User – BroadTouch Mobile Link page appears.



8.25 Bria for BroadWorks Use this menu item on the User – Client Applications menu page to verify that the Bria for BroadWorks feature has been assigned to you.

Figure 202 Client Applications – Bria for BroadWorks

1) On the User – Client Applications menu page, click Bria for BroadWorks. The User – Bria for BroadWorks page appears.


8.26 Polycom Phone Services Use this menu item on the User – Client Applications menu page to configure how Polycom Phone Services should integrate with your BroadWorks services.

Figure 203 Client Applications – Polycom Phone Services List

1) On the User – Client Applications menu page, click Polycom Phone Services. The User – Polycom Phone Services page appears displaying the Polycom Identity/Device profile assigned to you.

2) Click the profile. The Polycom Phone Services page displays your Polycom Phone Service settings.


Figure 204 Client Applications – Polycom Phone Services Set

1) Check On to integrate your Polycom Phone Directory with BroadWorks or check Off otherwise.

2) Select one or more of the following options:

− Include the Personal Phone List in the Polycom Phone Directory

− Include the following Group Custom Contact Directory in the Polycom Phone Directory and select the Custom Contact directory from the drop-down list


Or to cancel your changes and return to the previous page, click Cancel.

8.27 UC-Connect Use this menu item to verify that the UC-Connect service has been assigned to you.

Figure 205 Client Applications – UC-Connect

1) On the User – Client Applications menu page, click UC-Connect. The User – UC-Connect page appears.



9 Meet-Me Conferencing

Use the User – Meet-Me Conferencing menu page to create and manage Meet-Me conferences, and to listen to conference recordings. You have access to this menu page only if you have been authorized. To create conferences you have to be assigned to a conference bridge. A conference host is a person who created the conference. A conference delegate is a person to whom the conference host has delegated a conference. You can be a host for one conference and a delegate for another conference. Both the host and the delegate can modify and moderate the conference, but the delegate cannot delete or delegate the conference.

Figure 206 User – Meet-Me Conferencing

The User – Conferencing menu page contains these menu items:

Basic menu

− Conferences

− Recordings

Advanced menu

− Bridges

9.1 Access Meet-Me Conferencing Menu To access the User – Meet-Me Conferencing menu page, click Meet-Me Conferencing in the Options list.

9.2 Conferences Use this menu item on the User – Meet-Me Conferencing menu page to:

List Conferences

Delete Conference (Host)

Add Conference

Modify Conference

Assign Conference Delegates (Host)

Define Conference Greeting

Launch Moderator Client


9.2.1 List Conferences You use the User – Meet-Me Conferences page to list the Meet-Me conferences for which you are the host or a delegate. On this page you can also search for a particular conference.

Figure 207 Meet-Me Conferencing – Meet-Me Conferences

Information about a conference includes:

Status

− Active – The conference has occurrences in the future.

− Completed – All occurrences of the conference have run. A completed conference can be edited and rescheduled for a future date. Completed conferences are deleted from the system after a certain time.

− Inactive – Any conference, whether active or completed, is shown as inactive if the bridge on which the conference is created is inactive.

Type

− Reservationless – Not scheduled for any particular time, can be started any time when active.

− One-time – The conference happens once, on the scheduled date and time, and is not repeated.

− Recurring (Daily, Weekly, Monthly, or Yearly) – This is a scheduled conference that happens regularly at specified intervals. It can be ongoing or can have an end-date.

Start Time

− For a one-time conference, the start time denotes the start date and time of the conference.

− For an active recurring conference, the start time denotes the next occurrence of the conference.

− For a competed recurring conference, the start time denotes the last occurrence of the conference.

− For a reservationless conference, the field is empty.


1) On the User – Meet-Me Conferencing menu page, click Conferences. The User – Meet-Me Conferences page appears. The page lists all the conferences for which you are the host or a delegate.

2) To search for a conference, enter your search criteria and click Find. To go back to the complete list, click Find All.

3) To access the details of a conference, click the Edit link on the row for the conference.

4) To exit the page click Cancel.

9.2.2 Add Conference To create a conference you have to be assigned a conference bridge.

You can create the following types of conferences:

Reservationless – The conference is not scheduled for any particular time, can be started any time.

One-time – The conference happens once, on the scheduled date and time, and is not repeated.

Recurring (Daily, Weekly, Monthly, or Yearly) – This is a scheduled conference that happens regularly at specified intervals. It can be ongoing or have an end-date.

You use the User – Meet-Me Conference Add page to schedule a new conference.

Figure 208 Meet-Me Conferencing – Meet-Me Conference Add (Reservationless)


Figure 209 Meet-Me Conferencing – Meet-Me Conference Add (Recurring)

1) On the User – Meet-Me Conferencing menu page, click Conferences. The User – Meet-Me Conferences page appears.

2) Click Add. The User – Meet-Me Conference Add page appears.

3) From the Bridge Name drop-down list, select the bridge to use for this conference.

A conference bridge can be used more than once. The number of ports on the bridge determines how many users can participate at the same time in conferences scheduled on the same bridge.

4) In the Title box, enter the name for the conference.

5) In the Account Code box, enter the account code to use for the conference.

The account code can be any string of digits and does not need to match an account code provisioned for the group. It will be included in the Call Detail Records (CDRs) for the call.

6) In the Estimated number of participants text box, enter the number of participants the conference may have.

You can enter a number between one through 294 but not higher than the maximum number of ports available on the bridge on which this conference is hosted.


7) You can put restrictions on the conference by checking one or more of the following options:

− Mute all attendees on entry

− End conference when host departs

− Moderator required to start conference

− Enable security pin

− Allow Unique Identifier

8) Specify how to notify the conference attendees when other attendees join or leave the conference. For When attendees join/leave, select one of the following options:

− Play tone

− Play recorded name

− No notification

NOTE: For conferences with more than 147 attendees; attendees are muted on entry, and the entry/exit tones and name announcements are disabled.

9) Specify the type of conference you want to create. Select One Time, Recurring, or Reservationless.

10) Specify the conference time.

NOTE: The conference cannot be scheduled to last longer that the maximum conference duration configured for the bridge.

For a reservationless conference:

Figure 210 Meet-Me Conference Add – Scheduling Details (Reservationless Conference)

− Specify the start date of the conference. In the Start Date box, enter the date in month/day/year format or select the date from the pop-up calendar.

− Specify the end date of the conference. For End Date, select Never or Date, if Never is an option. If you selected Date or if a date is the only option, enter the date in month/day/year format or select the date from the pop-up calendar.


For a one-time conference:

Figure 211 Meet-Me Conference Add – Scheduling Details (One-Time Conference)

− Specify the date of the conference. In the Start Date box, enter the date in month/day/year format or select the date from the pop-up calendar.

− Specify the time of day the conference is scheduled to run. In the Start Time box, type the time (HH:MM) and select AM” or “PM” from the drop-down list.

− Specify the Duration of the conference by selecting the number of hours and minutes from the drop-down lists.

For a recurring conference:

Figure 212 Meet-Me Conference Add – Scheduling Details (Recurring Daily Conference)

Figure 213 Meet-Me Conference Add – Scheduling Details (Recurring Weekly Conference)


Figure 214 Meet-Me Conference Add – Scheduling Details (Recurring Monthly Conference)

Figure 215 Meet-Me Conference Add – Scheduling Details (Recurring Yearly Conference)

− Specify the start date of the conference. In the Start Date box, enter the date in month/day/year format or select the date from the pop-up calendar.

− Specify the time of day the conference is scheduled to run. In the Start Time box, type the time in Hour:Minute format and select “AM” or “PM” from the drop-down list.

− Specify the Duration of the conference by selecting the number of hours and minutes from the drop-down lists.

− Enter the recurrence pattern. From the Recurs drop-down list, select the type of recurrence from the following options:

− Daily and specify the frequency of occurrence in days.

− Weekly and specify the frequency of occurrence in weeks, and the day or days of the week on which the conference should run.

− Monthly and specify the frequency of occurrence in months and the day for the recurrence of the conference. For the day of recurrence, select one of the following options:

− To schedule the conference on a specific day of the month, for example the 27th, check Day <X> of the month and enter the day.

− To schedule the conference on a specific day of the week within the month, for example the Second Monday of the month, check The <Xth>


<Day-of-Week> of the month, and select Xth and Day-of-Week from the drop-down lists.

− Yearly and specify the frequency of occurrence in years, for example every two (2) years, and the day for the recurrence from the following options:

− To schedule the conference on a specific day of the year, check Day <X> of <Month> and select the day and the month.

− To schedule the conference on a specific day of the week and month, for example the first Sunday of January, check The <Xth> <Day-of-Week> of <Month> and select Xth, Day-of-Week, and Month from the drop-down lists.

− Specify when the conference should end. In the Recurrence Range section, select one of the following options for End:

− Never to run the conference continuously (if this option is available)

− After <X> occurrences to end the conference after specified number of occurrences

− Date to end the conference on a specific date and select the date from the calendar.




9.2.3 Modify Conference You use the User – Meet-Me Conference Modify page to modify or delete a conference. You can modify any conference that is accessible from the User – Meet-Me Conferences page.

If you are a delegate, the Delete button and the Delegate tab are disabled.

Figure 216 Meet-Me Conferencing – Meet-Me Conference Modify (Host View)


Figure 217 Meet-Me Conferencing – Meet-Me Conference Modify (Delegate View)


1) Click Edit on the row of the conference to edit. The User – Meet-Me Conference Modify page appears.

2) To delete the conference, click Delete. The conference is deleted and the User – Meet-Me Conferences page appears.

WARNING: This action is final and cannot be undone.

3) To modify the conference details, edit information as required. For information about the options available on this page, see section 9.2.2 Add Conference.




9.2.4 Delete Conference (Host) You can only delete conferences that you created.


2) To delete a conference, check the Delete box on the row for the conference.



9.2.5 Assign Conference Delegates (Host) You can delegate conferences to other users on the same conference bridge.

Use the User – Meet-Me Conference Delegates Modify page to assign conference delegates.

Figure 218 Meet-Me Conferencing – Meet-Me Conference Delegates Modify


2) Click Edit on the row for the conference to edit. The User – Meet-Me Conference Modify page appears.

3) Click the Delegates tab. The User – Meet-Me Conference Delegates Modify page appears.

4) To display available users, click Search. Or display specific users, enter your search criteria and click Search. The results of your search appear in the Available Users column.

5) In the Available Users column, select the users to assign to the conference as delegates and click Add >. Or to assign all users in the Available Users column, click Add All >>. The selected users appear in the Conference Delegates column.


6) To remove some users from the list of delegates, select the users to remove in the Conference Delegates column and click Remove <. Or to remove all users, click Remove All <<.



9.2.6 Define Conference Greeting Use the User – Meet-Me Conference Custom Greeting Modify page to define a greeting to be played to participants when they join the conference.

Figure 219 Meet-Me Conferencing – Meet-Me Conference Custom Greeting Modify (Host View)

Figure 220 Meet-Me Conferencing – Meet-Me Conference Custom Greeting Modify (Delegate View)



3) Click the Custom Greetings tab. The User – Meet-Me Conference Custom Greeting Modify page appears.


4) Configure the entrance greeting:

− To play no greeting, select No Greeting.

− To play a custom greeting, select Custom Greeting and select a file with your greeting from the drop-down list. The file can be either in .WAV or .WMA format.

NOTE: The greeting can also be uploaded using the voice portal.



9.2.7 Launch Moderator Client Use the User – Meet-Me Conference Modify page to launch the Conferencing Moderator client application used to manage conferences.

The following read-only information is provided:

Conference Access – This section specifies the phone number and the conference ID to be used by the conference participants. If a security PIN is enabled for the conference, it is also listed.

This section also contains the Call Me Now link, which allows conference participants to request to be called into the conference.

Moderator Access – This section specifies the phone number and the PIN to be used by the conference moderators. If a security PIN is enabled for the conference, it is also listed.

Figure 221 Meet-Me Conference Modify (Conference Access Information)



3) To launch the Conferencing Moderator client, click Launch Moderator Client. 4) Click OK to return to exit the page.

9.3 Recordings Use this menu item on the User – Meet-Me Conferencing menu page to:

List or Delete Recordings

Download Recordings


9.3.1 List or Delete Recordings You use the User – Meet-Me Conference Recordings page to view, and deleted conference recordings.

Figure 222 Meet-Me Conferencing – Meet-Me Conference Recordings

1) On the User – Meet-Me Conferencing menu page, click Recordings. The User – Meet-Me Conference Recordings page appears.

2) To delete a recording, check the Delete box on the row of the recording.



9.3.2 Download Recordings You use the User – Meet-Me Conference Recordings page to download conference recordings.

Figure 223 Meet-Me Conferencing – Meet-Me Conference Recordings

1) On the User – Meet-Me Conferencing menu page, click Recordings. The User – Meet-Me Conference Recordings page appears.

2) Click the Download link in the row of the recording and follow the instructions of your browser.




9.4 Bridges Use this menu item on the User – Meet-Me Conferencing menu page to view conference bridges.

9.4.1 View Conference Bridges You use the User – Meet-Me Conference Bridges page to view conference bridges available to you. Active bridges are indicated by a check mark in the Active column.

Figure 224 Meet-Me Conferencing – Meet-Me Conference Bridges

1) On the User – Meet-Me Conferencing menu page, click Bridges. The User – Meet-Me Conference Bridges page appears.



10 Messaging

Use the User –Messaging menu page to configure voice mail parameters, such as distribution lists or greetings.

Figure 225 User – Messaging

Basic menu


− Aliases

− Distribution Lists

− Greetings

− Integrated IM&P

− Short Message Service

− Voice Management

− Voice Portal

− Third-Party IM&P

Advanced services


− Fax Messaging

− MWI Delivery to Mobile Endpoint

− Third-Party MWI Control

− Third-Party Voice Mail Support

− Voice Portal Calling


10.1 Access Messaging Menu To access the User – Messaging menu page, click Messaging in the Options list.

10.2 Aliases Use this menu item on the User – Messaging menu page to:

View or Delete Your Aliases

Add an Alias

The Aliases service allows you to access your voice mailbox from other phones as if you were at your primary phone.

NOTE: To receive calls from other phones, you need to program your phone to forward and/or call forward no answer to the voice portal DN, or the number that you call to retrieve your messages.

10.2.1 View or Delete Your Aliases Use this procedure to view or delete the other phone numbers from which you can access your voice mailbox as if you were at your office phone (for example, your cell phone).

Figure 226 Messaging – Aliases

1) On the User – Messaging menu page, click Aliases. The User – Aliases page appears, showing your aliases.




4) To exit without saving, select another page or click Cancel to display the previous page.


10.2.2 Add an Alias Use this procedure to add a phone number from which you can access your voice mailbox as if you were at your office phone (for example, your cell phone).

Figure 227 Aliases – Aliases Add

1) On the User – Messaging menu page, click Aliases. The User – Aliases page appears, showing your aliases.

2) Click Add. The User – Aliases Add page appears.

3) Type the alias phone number in the * Phone Number text box.



5) In the User – Aliases page, save your changes. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page.


10.3 Distribution Lists Use this menu item on the User – Messaging menu page to:

Create a Distribution List

Add or Delete a Distribution List

The Distribution Lists service allows you to create and maintain lists of phone numbers or SIP-URI addresses for distributing voice mail messages.

10.3.1 Create a Distribution List Use this procedure to create a list of phone numbers or SIP-URI addresses for distributing voice mail messages. You can create up to 10 different lists.

Figure 228 Messaging – Distribution Lists

1) On the User – Messaging menu page, click Distribution Lists. The User – Distribution Lists page appears.

2) Click the tab for the list that you want to create.

3) In the Description text box, enter a description of this list for your own reference.



NOTE: You can modify this list at any time. Remember to save your changes.


10.3.2 Add or Delete a Distribution List Entry Use this procedure to add a phone number or SIP-URI address to a distribution list, or to delete one from it.

Figure 229 Distribution Lists – Distribution Lists Add/Delete

1) On the User – Messaging menu page, click Distribution Lists. The User – Distribution Lists page appears.

2) Click the tab for the list from which you want to add to or delete.

3) To add an entry, type a phone number or SIP-URI address in the Phone Number/SIP-URI text box.

4) Click Add. The entry is added to the list.

5) Or, to delete and entry, check the Delete box beside the phone number to be deleted.

6) Click Delete. The entry is deleted.


10.4 Greetings Use this menu item on the User – Messaging menu page to configure your greetings.

The User – Greetings page allows you to configure the messages your callers hear or see when your phone is busy or you do not answer.

On this page, you can also disable message deposit in your voice mail.

NOTE: You can upload video files to be used as your personal greetings. However, if the calling party is not able to see video, then only the audio portion is heard.


10.4.1 Configure Greetings Use the User – Greetings page to configure the greeting messages your callers hear or see when your phone is busy or you do not answer.

Figure 230 Messaging – Greetings

1) On the User – Messaging menu page, click Greetings. The User – Greetings page appears.

2) To prevent callers from leaving you messages, check Disable Message Deposit and select one of the following options:


− To disconnect calls after the greeting message, check Disconnect call after greeting.

− To forward calls to another number, check Forward call after greeting to: and enter the phone number in the text box.

3) Set your Busy Greeting:

− If you want callers to hear or see the standard system greeting when your phone line is busy, select System greeting.

− If you want callers to hear a personalized message, select Personal greeting and select a file from the Audio drop-down list. If your voice messaging service has video support enabled, you can also select the name of a video file that contains your personalized greeting from the Video drop-down list.

NOTE: BroadWorks accepts.WAV and .WMA audio file formats and .MOV and .3GP video file formats. The maximum allowed length of a voice messaging greeting is two minutes.

4) Set your No Answer Greeting:

− From the Number of rings before greeting drop-down list, select the number of rings before the greeting is played. Note that other services, such as Call Forwarding No Answer, share this setting, and if it is changed in one service, this change affects all other services using this value.

− Select Extended Away to play your Extended Away greeting to callers when you do not answer the call or select No Answer Greeting to play your No Answer greeting. The Extended Away option allows you to play a different message to callers when you are away for an extended period of time.

− If you selected Extended Away:

− Check Disable Message Deposit to prevent users from leaving you voice mail while you are away.

− Select an audio file that contains the greeting to play to callers while you are away from the Audio drop-down list. If your voice messaging service has video support enabled, you can also select the name of a video file that contains your greeting from the Video drop-down list.

− If you selected No Answer Greeting:

− If you want callers to hear or see the standard system greeting, when there is no answer select System greeting.

− If you want callers to hear a personalized message when there is no answer, select Unavailable Greeting and select the name of an audio file that contains your personalized greeting from the Audio drop-down list. If your voice messaging service has video support enabled, you can also select the name of a video file that contains your personalized greeting from the Video drop-down list.

− If you want callers to hear or see an alternate greeting message when there is no answer, select the button next to one of the alternate greetings and select the name of an audio file that contains your greeting from the Audio drop-down list. If your voice messaging service has video support enabled, you can also select the name of a video file that contains your personalized greeting from the Video drop-down list.


NOTE: You can provide up to three alternate No Answer recordings. However, only one No Answer recording can be active at any time, that is, the Extended Away, System Greeting, Unavailable Greeting, or one of the alternate greetings.



NOTE: You can modify your greetings at any time. Remember to save your changes.

10.5 Integrated IM&P Use this menu item on the User – Messaging menu page to see whether your Integrated IM&P service is enabled. The service is enabled or disabled by your administrator.

You can see your Integrated IM&P service credentials on your Profile page. For information, see section 3.2 Profile.

Figure 231 Messaging – Integrated IM&P

1) On the User – Messaging menu page, click Integrated IM&P. The User – Integrated IM&P page appears.

2) To exit the page, click OK.


10.6 Short Message Service Use this menu item on the User – Messaging menu page to verify that the Short Message Service has been assigned to you. If you have not been assigned the service, the menu item does not appear.

Figure 232 Messaging – Short Message Service

1) On the User – Messaging menu page, click Short Message Service. The User – Short Message Service page appears.


10.7 Third-Party IM&P Use this menu item on the User – Messaging menu page to see whether the Third-Party IM&P service has been assigned to you. If you have not been assigned the service, the menu item does not appear.

You set your Third-Party IM&P credentials on your Profile page. For information, see section 3.2 Profile.

Figure 233 Messaging – Third-Party IM&P

1) On the User – Messaging menu page, click Third-Party IM&P. The User – Third-Party IM&P page appears.


10.8 Voice Management Use this menu item on the User – Messaging menu page to:

Activate and Set Up Voice Messaging


Configure Advanced Settings for Voice Management

The Voice Management service allows you to configure the handling of your voice messages.

10.8.1 Activate and Set Up Voice Messaging Use this procedure to specify how you want your voice messages handled.

Figure 234 Messaging – Voice Management

1) On the User – Messaging menu page, click Voice Management. The User – Management page appears.

2) For Voice Messaging, select On.

3) Indicate if you want all calls, busy calls, or unanswered calls sent to voice mail.

4) Indicate whether you want your calls to be sent to voice mail when you are outside of your primary zone.

NOTE: You must have the Location-based Calling Restrictions service assigned for this to be effective.

5) To retrieve voice messages using the phone and e-mail, select Use unified messaging.

6) If you have selected unified messaging and you want to hear a stuttered dial tone (and on some phones see a blinking light) to inform you when you have messages waiting, check Use Phone Message Waiting Indicator.

7) If you always listen to your voice messages using your e-mail client and do not use the phone retrieval option, click Forward it to this e-mail address and type the e-mail address where you want your voice messages to be sent.


8) If you want to receive a short e-mail message informing you about incoming calls, check Notify me by e-mail of the new voice message at this address and type the e-mail address where you want these notifications to be sent.

9) If you want a carbon copy of your messages to be sent to another e-mail address, check E-mail a carbon copy of the voice message to and type the e-mail address where you want the copy to be sent.

10) If you want callers to be able to press 0 during your outgoing voice message and be transferred to another number, such as a mobile phone or Auto Attendant, check Transfer on “0” to Phone Number and type the phone number to transfer the calls.



10.8.2 Configure Advanced Settings for Voice Management Use this procedure to configure advanced voice management settings. You can perform this procedure only if you have access to the (Advanced Settings [Also saves current screen data]) hyperlink. See your group administrator for access to this hyperlink or help in configuring advanced settings.

NOTE: The Full Mailbox Limit read-only field, which specifies the maximum allowed size of your voice mailbox, applies if your mailbox is stored on the group’s mail server. If you use a personal mail server, no limit is imposed by BroadWorks.

Figure 235 Messaging – Voice Management Advanced Settings

1) On the User – Messaging menu page, click Voice Management. The User – Management page appears.


2) Click the (Advanced Settings [Also saves current screen data]) link. The User – Management Advanced Settings screen appears.

3) If you want to use a personal server for your messages, go to step 8 of this procedure. Otherwise, click the Group’s Mail Server.

4) Type your e-mail address.

5) Type your user ID for the group mail server.

6) Type your password for the group mail server.

7) Go to step 14 of this procedure.

8) If you want to use a personal server for your messages, click a Personal Mail Server.

9) Type the IP address or the fully qualified name of the mail server hosting the e-mail account for your voice messages.

10) From the drop-down list, select the protocol that must be used to connect to the account, either “POP3” or “IMAP”.

11) Select Delete all messages marked for deletion when using IMAP to permanently delete all messages marked for deletion.

12) Type your e-mail address.

13) Type your user ID for the personal mail server.

14) Type your password for the personal mail server.



10.9 Voice Portal Use this menu item on the User – Messaging menu page to upload a recorded personalized name.

The Personalized Name service allows you to configure a recording of your name for Auto Attendant and Messaging.

10.9.1 Upload a Recorded Personalized Name Use this procedure to upload a recording of your name for Auto Attendant and Messaging.

Figure 236 Messaging – Voice Portal


1) On the User – Messaging menu page, click Voice Portal. The User – Voice Portal page appears.

2) Check the box to indicate that the personalized name recording should be used with Auto Attendant and Voice Messaging. Callers hear the user name recording when using the name-dialing feature and when transferring to the user’s extension.

NOTE: Depending on the way your group administrator has configured the group voice portal, this check box may not be editable. For example, if the personalized name recording usage has been assigned to your group by the group administrator, a checkmark appears in the interface, but it is not editable.

3) Select the name of the audio file of your name from the drop-down list.

NOTE: BroadWorks accepts .WAV and .WMA audio file formats. The maximum allowed length for your voice portal personalized name is 10 seconds.

4) Check the Auto-login to Voice Portal when calling from my home text box to enable the auto-login option. When this is enabled, the system recognizes the calling user, and the password collection phase is skipped.



10.10 Fax Messaging Fax Messaging allows you to receive faxes over a dedicated phone number. Faxes received are immediately stored in your voice messaging mailbox, and are accessible for review and printing via the voice portal. Voice Management services and Call Notification services apply to fax messages.

Using the voice portal, you retrieve fax messages in the same manner that you retrieve voice messages. You can review new and existing fax messages, skip, repeat, save and erase fax messages, and play fax envelope information. In addition, faxes can be printed. To print a fax from the voice portal, you supply a fax machine number, when prompted, identify where the fax is sent for printing. The call to the fax machine for printing is subject to your usual call restrictions.

If Call Notification is turned on for you, an e-mail is sent to the address specified each time a fax is received indicating the receipt of the fax message, the calling number, and the time and day it was received. After printing from the voice portal, an e-mail is also sent, indicating the success or failure of the print job. For information on setting up Call Notification, see section 4.11 Call Notify.

Depending on your Voice Management settings, you can also receive fax messages through your e-mail application. In this case, faxes appear as TIFF attachments to e-mail. You can view these using a suitable third-party application such as Microsoft Windows Picture and Fax Viewer. From there, faxes can be sent to a printer. For more information on setting up to receive voice and fax messages as e-mail, see section 10.8 Voice Management.

Your administrator is responsible for assigning you a fax number and initially enabling fax messaging.


10.10.1 Turn Fax Messaging On and Off Use the Fax Messaging menu item on the Messaging – Incoming Calls page to turn Fax Messaging on or off. The activation status of the assigned phone number is displayed to the right of the phone number. The activation status is either “Activated” or “Not Activated”. The status is not shown if the phone number is set to “None”. Once your number is activated, your phone (device) can be used for fax messaging.

Figure 237 Messaging – Fax Messaging

1) On the User – Messaging menu page, click Fax Messaging. The User – Fax Messaging page appears.

2) To enable Fax Messaging, check On. To disable it, check Off.

When Fax Messaging is on, you can receive faxes at the number or any of the aliases assigned to you for this purpose.




10.11 MWI Delivery to Mobile Endpoint The MWI Delivery to Mobile Endpoint service allows you to deliver a notification to your mobile phone whenever a new voice mail, fax, or video message is received. When this service is enabled and your mobile phone has the short messaging service (SMS) or message waiting indicator (MWI) capability, the information about new voice mail, fax, or video message is sent to your mobile phone.

10.11.1 Turn MWI Delivery to Mobile Endpoint On and Off Use this menu item on the Messaging – Incoming Calls page to turn MWI Delivery to Mobile Endpoint on or off.

Figure 238 Messaging – MWI Delivery to Mobile Endpoint

1) On the User – Messaging menu page, click MWI Delivery to Mobile Endpoint. The User – MWI Delivery to Mobile Endpoint page appears.

2) To enable MWI Delivery to Mobile Endpoint, check On. To disable it, check Off.

3) In the Mobile Phone Number text box, enter the mobile phone number.




10.12 Third-Party MWI Control Use this menu item on the User – Messaging menu page to use third-party MWI control.

The Third Party MWI Control service allows you to receive a message waiting indicator (MWI) to alert you of messages waiting on a third-party voice mail system. When you redirect incoming calls encountering a busy or no answer condition to a third-party voice mail system, this service gives you an MWI when messages are deposited on this mail system. The MWI can be a stuttered dial tone or, on some phones, a light on your phone. The MWI is deactivated when you retrieve your messages.

10.12.1 Use Third-Party MWI Control Use this procedure to receive a message from other network elements to allow your Message Waiting Indicator (MWI) to work on your phone.

Figure 239 Messaging – Third-Party MWI Control

1) On the User – Messaging menu page, click Third-Party MWI Control. The User – Third-Party MWI Control page appears, showing information about the Third-Party MWI Control service.

2) To display the previous page, click OK. The User – Messaging menu page appears.


10.13 Third-Party Voice Mail Support Use this menu item on the User – Messaging menu page to configure a third-party voice mail system.

Third-Party Voice Mail Support allows you to use an external voice mail system to handle your voice messages.

10.13.1 Configure a Third-Party Voice Mail System Use this procedure to configure a third-party voice mail system to handle your voice messages.

Figure 240 Messaging – Third-Party Voice Mail Support

1) On the User – Messaging menu page, click Third-Party Voice Mail Support. The User – Third-Party Voice Mail Support page appears.

2) To activate third-party voice mail support, check On. Check Off to deactivate this service.

3) If you activated this service and want to send all your calls to the third-party voice mail system, check the Send All Calls to Voice Mail box.

4) If you activated this service and want to send your busy calls to the third-party voice mail system, check the Send Busy Calls to Voice Mail box.

5) If you activated this service and want to send your unanswered calls to the third-party voice mail system, check the Send Unanswered Calls to Voice Mail box.

6) If you activated this service and want to send your calls to the third-party voice mail system when you are outside of your primary zone, check the Send Calls while out of Primary Zone to Voice Mail box.

NOTE: You must have the Location-based Calling Restrictions service assigned for this to be effective.

7) From the Number of rings before greeting drop-down list, select the number of rings before the voice mail greeting is played.




10.14 Voice Portal Calling Use this menu item on the Messaging – Incoming Calls page to turn Voice Portal Calling on or off. The Voice Portal Calling service allows you to make a call from a phone as if you were calling from your desk phone. To access the Make Call option from the Voice Portal Calling menu, turn Voice Portal Calling on.

10.14.1 Turn Voice Portal Calling On or Off Use this procedure to enable or disable Voice Portal Calling.

Figure 241 Messaging – Voice Portal Calling

1) On the User – Messaging menu page, click Voice Portal Calling. The User – Voice Portal Calling page appears.

2) To enable Voice Portal Calling, check On. To disable it, check Off. When Voice Portal Calling is on, you can make calls from the Voice Portal menu from the Make Call option.




11 Service Scripts

Use the User – Service Scripts menu page to configure and load Call Processing Language (CPL) scripts and view the CPL logs.

Call Processing Language scripts are custom-written scripts for specialized call control. For example, a law firm may want to customize Call Notify to trigger an e-mail notification to the billing department for every incoming call. This could be accomplished using a CPL script. BroadSoft, certified third-party developers, certified group administrators, or service providers develop CPL scripts.

Figure 242 User – Service Scripts

The User – Service Scripts – Basic menu displays the items that all users can use including:

Configuration

Load

Logs

11.1 Access Service Scripts Menu To access the User – Service Scripts menu page, click Service Scripts in the Options list.

11.2 Configuration Use this menu item on the User – Service Scripts menu page to enable or disable a CPL script that has already been loaded.

NOTE: A Service Script you enable at the user level takes precedence over one enabled at the group level.


11.2.1 Enable or Disable CPL Scripts Use this procedure to enable or disable a CPL script for specialized call control.

Figure 243 Service Scripts – Configuration

1) On the User – Service Scripts menu page, click Configuration. The User – Configuration page appears. When selected, the path of the script file displays with the .cpl extension in the Script Source box.

2) Click “Enabled” or “Disabled”. “Enabled” indicates the feature is on.




11.3 Load Use this menu item on the User – Service Scripts menu page to load a CPL script.

The Load service allows you to load a CPL script for use in specialized call control.

11.3.1 Load a CPL Script Use this procedure to load a CPL script.

Figure 244 Service Scripts – Load

1) On the User – Service Scripts menu page, click Load. The User – Load page appears.

2) If the script is in a file, type the path and file name in the File text box or click the Browse button to locate the file. If the file is located on a web server, type the address in the URL text box.

3) Click Apply to start loading. To exit without loading, click Cancel or select another page.

− “Saved” indicates the file loaded and parsed correctly. If the file does not parse, an error message is displayed indicating the line number and error type.

4) To display the previous page, click OK. The User – Service Scripts page appears.


11.4 Logs Use this menu item on the User – Service Scripts menu page to view and clear the CPL log.

The Logs service allows you to examine the CPL log file.

11.4.1 View and Clear the CPL Log Use this procedure to view the CPL log and clear the log, if you wish.

Figure 245 Service Scripts – Logs

1) On the User – Service Scripts menu page, click Logs. The User – Logs page appears, showing the CPL log trail. The logs displayed in the Log trail box are the logs generated by and specified in the script.

2) If you want to clear the log trail, check Clear Logs.




12 Utilities

This section contains subsections that correspond to each item on the User – Utilities menu page.

Use the User – Utilities menu page to change your system password, display your call logs, consult your Feature Access Codes, view your group directory, and verify your intercept user status.

Figure 246 User – Utilities

Basic menu


− Authentication

− Basic Call Logs

− Enhanced Call Logs

− Feature Access Codes

− Group Directory

− Enterprise Directory

− Intercept User

− Registrations

− Prepaid

− Visual Device Management

− Security Classification


NOTE: Group Directory only appears if you are a member of a group. Enterprise Directory only appears if you are a member of an enterprise. Basic Call Logs and/or Enhanced Call Logs appear only if you have the corresponding services assigned.


12.1 Access Utilities Menu To access the User – Utilities menu page, click Utilities in the Options list.

12.2 Authentication Use this menu item on the User – Utilities menu page to set your new password.

The Authentication service allows you to change your system password to prevent unauthorized access to your account.

12.2.1 Set Your New Password Use this procedure to set your new system password. All text boxes are required.

Figure 247 Utilities – Authentication

1) On the User – Utilities menu page, click Authentication. The User – Authentication page appears.

2) Type your Authentication User Name.

3) Type your current authentication password.

4) Type your new authentication password.

5) Confirm your new authentication password.




12.3 Basic Call Logs Use this menu item on the User – Utilities menu page to:

View Placed Calls

View Received Calls

View Missed Calls

The Basic Call Logs service allows you to view the latest placed, received, or missed calls. If you have “Full” access assigned, you can delete the logs for the calls you have placed, received, or missed.

The Basic Call Logs service was available prior to Release 18.0, but there was no web page in the CommPilot web portal for users to see them. In Release 18.0, the User –Basic Call Logs web page was added, which made basic call logs available from the web portal to users with the Basic Call Logs service assigned.

12.3.1 View Placed Calls Use this procedure to display your placed calls.

Figure 248 Utilities – Basic Call Logs (Placed Calls Tab)

1) On the User – Utilities menu page, click Basic Call Logs. The User – Basic Call Logs page displays the Placed Calls tab by default. The call information displayed for each call is described in the following table:

Item Description

Name Name of the person called.

Phone Number Phone number of the person called.

Date/Time The date and time the call was placed. 2) To delete call logs, click Select All or click the check box in the Delete column of the

row of the call logs you want to delete. You can select one or several check boxes.




12.3.2 View Received Calls Use this procedure to display your received calls.

Figure 249 Utilities – Basic Call Logs (Received Calls Tab)

1) On the User – Utilities menu page, click Basic Call Logs. The User – Basic Call Logs page appears.

2) Click the Received Calls tab. The tab displays your received calls. The information displayed for each call is described in the following table:

Item Description

Name Name of the person who called.

Phone Number Phone number of the person who called.





12.3.3 View Missed Calls Use this procedure to display your missed calls.


Figure 250 Utilities – Basic Call Logs (Missed Calls Tab)

1) On the User – Utilities menu page, click Basic Call Logs. The User – Basic Call Logs page displays the Placed Calls tab.

2) Click the Missed Calls tab. The tab displays your missed calls. The information displayed for each call is described in the following table:

Item Description








12.4 Enhanced Call Logs Use this menu item on the User – Utilities menu page to:

View Placed Calls

View Received Calls

View Missed Calls

The Enhanced Call Logs service allows you to view the latest placed, received, or missed calls. If you have “Full” access assigned, you can delete the logs for the calls you have placed, received, or missed.

NOTE: Depending on your system configuration, you may or may not see the fields identified as additional information in the following subsections.

12.4.1 View Placed Calls Use this procedure to display all placed calls.

Figure 251 User – Enhanced Call Logs (Placed Calls Tab)

1) On the User – Utilities menu page, click Enhanced Call Logs. The User – Enhanced Call Logs page displays the Placed Calls tab. The information displayed for each call depends on your system configuration. The call information is described in the following table, with the optional fields, available only in some systems, described in the Additional Information section:

Item Description

Name Name of the person called.

Phone Number Phone number of the person called.

Date/Time The date and time the call was placed.

Additional Information

Duration The duration of the call.

Outgoing Call Center DNIS

The call center or route point DNIS. This field is populated if an agent uses a call center or route point DNIS to make an outgoing call. In all other cases, this field is empty.


Item Description

Redirection Number The phone number to which the call has been redirected, if applicable.

Redirection Type The type of redirection or the reason why the call was redirected. The possible values are Deflection, Transfer Consult, Third Party Deflection, Call Park, and Voice Mail Transfer.

Redirection Class Information about the redirection destination if the call has been redirected. Otherwise, this field is empty. The possible values are Intra-Group, Enterprise, and Network.

2) To delete call logs, click Select All or click the check box in the Delete column of the




12.4.2 View Received Calls Use this procedure to display all received calls.

Figure 252 User – Enhanced Call Logs (Received Calls Tab)

1) On the User – Utilities menu page, click Enhanced Call Logs. The User – Enhanced Call Logs page appears

2) Click the Received Calls tab. The tab lists your received calls. The information displayed for each call depends on your system configuration. The call information is described in the following table, with the optional fields, available only in some systems, described in the Additional Information section:

Item Description





Duration The duration of the call.

Redirection Number The phone number to which the call has been redirected, if applicable.


Item Description

Redirection Type The type of redirection or the reason why the call was redirected. The possible values are Deflection, Transfer Consult, Third Party Deflection, Call Park, Call Forwarding Always, Call Forwarding Busy, Call Forwarding Not Reachable, Call Forwarding No Answer, Call Forwarding Selective, Trunk Group Forward Capacity Exceeded, Trunk Group Forward Unreachable, Trunk Group Forward Unconditional, Call Pickup, Directed Call Pickup, Sequential Ring, Series Completion, Simultaneous Ring, Automatic Hold/Retrieve, Fax Deposit, Voice Messaging, Third-Party Voice Mail Support, Do Not Disturb, Distribution from Route Point, Distribution from Call Center, Distribution from Hunt Group, and Voice Mail Transfer.






12.4.3 View Missed Calls Use this procedure to display all missed calls.

Figure 253 User – Enhanced Call Logs (Missed Calls Tab)

1) On the User – Utilities menu page, click Enhanced Call Logs. The User – Enhanced Call Logs page displays the Placed Calls tab.

2) Click the Missed Calls tab. The User – Enhanced Call Logs page displays your missed calls. The information displayed for each call depends on your system configuration. The call information is described in the following table, with the optional fields, available only in some systems, described in the Additional Information section:

Item Description






Item Description

Redirection Number

The phone number to which the call has been redirected, if applicable.

Redirection Type The type of redirection or the reason why the call was redirected. The possible values are Deflection, Transfer Consult, Third Party Deflection, Call Park, Call Forwarding Always, Call Forwarding Busy, Call Forwarding Not Reachable, Call Forwarding No Answer, Call Forwarding Selective, Trunk Group Forward Capacity Exceeded, Trunk Group Forward Unreachable, Trunk Group Forward Unconditional, Call Pickup, Directed Call Pickup, Sequential Ring, Series Completion, Simultaneous Ring, Automatic Hold/Retrieve, Fax Deposit, Voice Messaging, Third-Party Voice Mail Support, Do Not Disturb, Distribution from Route Point, Distribution from Call Center, Distribution from Hunt Group, and Voice Mail Transfer.






12.5 Feature Access Codes Use this menu item on the User – Utilities menu page to view your feature access codes.

The User – Feature Access Codes page allows you to display the list of star codes assigned to you. You can view, but not edit these codes.

For information on using feature access codes, see the BroadWorks Special Calling Features Quick Reference Guide.


12.5.1 View Your Feature Access Codes

Figure 254 Utilities – Feature Access Codes (Top of Page)

1) On the User – Utilities menu page, click Feature Access Codes. The User – Feature Access Codes page appears, showing your star codes. The following table describes the feature access codes.

Code Name Description

*34 Advice Of Charge Activation Allows you to get charge information messages to the phone in different ways based on the service configuration. Dialing the code activates the feature for the next outgoing call.

*77 Anonymous Call Rejection Activation

Allows you to activate the Anonymous Call Rejection service. After you dial the feature access code, the system plays an announcement to inform you that the service has been successfully activated. If the service was already active, you still receive the announcement.

*87 Anonymous Call Rejection Deactivation

Allows you to deactivate the Anonymous Call Rejection service. After you dial the feature access code, the system plays an announcement to inform you that the service has been successfully deactivated, even if the service was never activated.

*52* Anonymous Call Rejection Interrogation

Allows you to get the status of the Anonymous Call Rejection service.

#8 Automatic Callback Deactivation Terminates all current Automatic Callback sessions.



#9 Automatic Callback Menu Access Allows you access to an Interactive Voice Response (IVR) menu which lists the current pending callbacks and allows you to cancel individual callbacks.

*14 BroadWorks Anywhere E.164 Dialing

Allows you to dial E.164 numbers. You dial a feature access code as an alias to the “+” sign. The system replaces the feature access code digits with the “+” sign and resumes the call with an E.164 number.

*15 Call Bridge Allows a Shared Call Appearance (SCA) location to initiate or join an SCA-Bridge, upon which the Application Server automatically selects an appropriate call appearance to bridge on. Call Bridge FAC becomes visible when one or more of the following services are authorized (service provider or group) or assigned (user): BroadWorks Anywhere Shared Call Appearance Shared Call Appearance 5 Shared Call Appearance 10 Shared Call Appearance 15 Shared Call Appearance 20 Shared Call Appearance 25 Shared Call Appearance 30 Shared Call Appearance 35 Executive Flexible Seating Guest

*72 Call Forwarding Always Activation Redirects your incoming phone calls to another number, such as a mobile phone or administrative assistant. After dialing the feature access code, dial the phone number where you want your calls to be redirected.

*73 Call Forwarding Always Deactivation

Terminates the Call Forwarding Always service. Upon deactivation, your calls ring on your phone unless you have set up another service such as Call Forwarding Busy, Call Forwarding No Answer, or Do Not Disturb.

*21* Call Forwarding Always Interrogation

Allows users to get the current status and destination of the Call Forwarding Always service. The status is active or inactive and the destination is voice mail or the current forwarding number.

*21 Call Forwarding Always to Voice Mail Activation

Redirects incoming phone calls to your voice mail.

#21 Call Forwarding Always to Voice Mail Deactivation

Terminates the Call Forwarding Always To Voice Mail service. Upon deactivation, your calls ring on your phone unless you have set up another service such as Call Forwarding Busy, Call Forwarding Busy To Voice Mail, Call Forwarding No Answer, or Do Not Disturb.

*90 Call Forwarding Busy Activation Redirects incoming phone calls to another number, such as a mobile phone or administrative assistant, when you are on the phone. After dialing the feature access code, dial the phone number where you want your calls to be redirected.

*91 Call Forwarding Busy Deactivation

Terminates the Call Forwarding Busy service. Upon deactivation, your calls ring on your phone unless you have set up another service such as Call Forwarding Always, Call Forwarding No Answer, or Call Management – Do Not Disturb.



*67* Call Forwarding Busy Interrogation

Allows users to get the current status and destination of the Call Forwarding Busy service. The status is active or inactive and the destination is voice mail or the current forwarding number.

*40 Call Forwarding Busy To Voice Mail Activation

Redirects incoming phone calls to your voice mail when you are on the phone.

#40 Call Forwarding Busy To Voice Mail Deactivation

Terminates the Call Forwarding Busy To Voice Mail service. Upon deactivation, your calls ring on your phone unless you have set up another service such as Call Forwarding Always, Call Forwarding Always To Voice Mail, Call Forwarding No Answer, or Call Management – Do Not Disturb.

*92 Call Forwarding No Answer Activation

Redirects your incoming phone calls to another number, such as a mobile phone or administrative assistant, when you do not answer your phone. After dialing the feature access code, dial the phone number where you want your calls to be redirected.

*93 Call Forwarding No Answer Deactivation

Terminates the Call Forwarding No Answer service. Upon deactivation, your calls ring on your phone unless you have set up another service such as Call Forwarding Busy, Call Forwarding Always, or Do Not Disturb.

*61* Call Forwarding No Answer Interrogation

Allows users to get the current status and destination of the Call Forwarding No Answer service. The status is active or inactive and the destination is voice mail or the current forwarding number.

*41 Call Forwarding No Answer To Voice Mail Activation

Redirects incoming phone calls to your voice mail when you do not answer the phone.

#41 Call Forwarding No Answer To Voice Mail Deactivation

Terminates the Call Forwarding Busy To Voice Mail service. Upon deactivation, your calls ring on your phone unless you have set up another service such as Call Forwarding Busy, Call Forwarding Busy To Voice Mail, Call Forwarding Busy, or Call Management – Do Not Disturb.

*94 Call Forwarding Not Reachable Activation

Allows you to have your incoming calls forwarded to a different number when your device is not accessible by BroadWorks. After dialing the assigned code, you dial the phone number where you want your calls to be redirected.

*95 Call Forwarding Not Reachable Deactivation

Allows you to turn off the Call Forwarding Not Reachable service. After deactivation, should your phone become unreachable, calls are no longer rerouted to an alternate device through the Call Forwarding Not Reachable service.

*63* Call Forwarding Not Reachable Interrogation

Allows you to query the Call Forwarding Not Reachable service status.

#76 Call Forwarding Selective Activation

The Selective Call Forwarding service can be activated only if the service is configured with the following minimum requirements: The Default Call Forward to phone number/SIP URI

is configured At least one selective criterion is configured and

active

#77 Call Forwarding Selective Deactivation

Allows you to turn off the Selective Call Forwarding service. After the service has been deactivated, no criteria are used when a call is being redirected.



*54* Calling Line ID Delivery Blocking Interrogation

Allows you to get the status of the Calling Line ID Delivery Blocking service.

*67 Calling Line ID Delivery Blocking per Call

Hides your calling line ID on a per call basis. Before placing a call, dial the feature access code; then place your call as usual. Note that this service is only active for one phone call.

*31 Calling Line ID Delivery Blocking Persistent Activation

Prevents display of your calling line ID for all calls.

#31 Calling Line ID Delivery Blocking Persistent Deactivation

Displays your calling line ID for all calls.

*65 Calling Line ID Delivery per Call Overrides the Calling Line ID Delivery Blocking Persistent setting for one call.

*68 Call Park Places a call on hold with the intent of retrieving it from another extension. The call can be parked on your own extension or another within your group.

*88 Call Park Retrieve Retrieves a call that has been parked.

*98 Call Pickup Allows you to pick up calls within your assigned call pickup group. You cannot pick up calls outside your assigned group. When you dial the Call Pickup code, you answer the ringing phone in your group. If more than one phone is ringing, you answer the phone that has been ringing the longest. (The extensions within your call pickup group can be viewed on the CommPilot web interface in your group phone list. The call pickup group to which you belong is determined by your group administrator and may or may not consist of those members listed in your group phone list.)

*48 Call Recording – Pause Allows you to pause call recording. Your Call Recording service must be set to On Demand, On Demand with User Initiated Start, Always with Pause/Resume mode; otherwise dialing the code has no effect.

*49 Call Recording – Resume Allows you to resume call recording after you paused it.

*44 Call Recording – Start Allows you to record a call. If you dial the code when not on a call, you are prompted for the number to call. Your Call Recording service must be set to On Demand or On Demand with User Initiated Start mode; otherwise dialing the code has no effect.

*45 Call Recording – Stop Allows you to stop recording a call. This option is only available in On Demand with User Initiated Start mode.



*11 Call Retrieve Retrieves an existing active call from another endpoint. You have to dial the feature access code from the location where the call is to be retrieved. This feature can be used from the primary location, from a Shared Call Appearance alternate location, from a BroadWorks Anywhere location, or from a Flexible Seating Host to which you are currently associated. A user with the Executive service can retrieve a call that is connected to an assistant location, and a user with the Executive-Assistant service can use the Call Retrieve feature access code via the Executive-Assistant Initiate Call feature access code to retrieve/pull an executive’s call to the assistant’s location.

*69 Call Return Returns a call to the phone number of the last call you received. If configured for your system, a two-stage procedure allows you to confirm the call after hearing the number.

#92# Call Return Number Deletion Allows you to delete the last incoming number for the Call Return feature.

*43 Call Waiting Persistent Activation Turns on Call Waiting for all calls you place.

#43 Call Waiting Persistent Deactivation

Turns off Call Waiting for the next and all subsequent calls you place.

*53* Call Waiting Interrogation Allows you to get the status of the Call Waiting service.

*70 Cancel Call Waiting Turns off the Call Waiting service for the next call you place.

*99 Clear Voice Message Waiting Indicator

Clears the audible (and visible for some devices) message waiting indicator on your phone.

*33* Communication Barring User-Control Activation

Activates the current Communication Barring profile selected by the user through the web portal.

#33* Communication Barring User-Control Deactivation

Deactivates the currently active Communication Barring profile selected by the user through the web portal.

*#33# Communication Barring User-Control Query

Provides information on which profile is currently active.

*56* Connected Line Identification Restriction Interrogation

Allows you to get the status of the Connected Line Identification Restriction service.

*57 Customer Originated Trace Places a trace on the last number that called you.

*97 Directed Call Pickup Picks up a call at a specific extension within your assigned group. The extensions within your business group can be viewed on the CommPilot Call Manager in your Group list. The Call Pickup group to which you belong is determined by the group administrator and may or may not consist of those members listed in your Group phone list. When you dial the Directed Call Pickup code followed by the extension, you answer the ringing call at that extension.

*33 Directed Call Pick-up with Barge-in

Dials an allowed prefix, followed by the assigned code and an extension either to pick up a ringing call in your group or to join an ongoing call with someone in your group.



*55 Direct Voice Mail Transfer Transfers a caller on hold to your voice mail.

*80 Diversion Inhibitor Allows a user to prevent redirection services from being activated on the terminating side of an unanswered call.

*78 Do Not Disturb Activation Activates the Do Not Disturb service. When Do Not Disturb is active, your phone does not ring and all calls go directly to "busy treatment", such as Voice Messaging.

*79 Do Not Disturb Deactivation Turns off the Do Not Disturb service.

#83 Escalate Call Supervision Call Center agents can use this code to escalate calls to a supervisor. A supervisor who is not on a call and who does not have the Do Not Disturb service enabled is considered available and the call is routed to that supervisor. The caller is put on “hold” by the agent when the escalation to the supervisor is initiated. The FAC code is available to agents with Call Center – Standard or Call Center – Premium service assigned.

#63 Executive-Assistant Call Push Allows an assistant to push a call to the executive to whom the call is intended. It can be either an incoming filtered call or a call initiated by the assistant on behalf of the executive.

#64 Executive-Assistant Initiate Call Allows an assistant to initiate a call on behalf of an executive.

#65 Executive-Assistant Opt-in Allows an executive assistant to opt in to an executive pool.

#66 Executive-Assistant Opt-out Allows an executive assistant to opt out of an executive pool.

#61 Executive Call Filtering Activation Activates executive call filtering.

#62 Executive Call Filtering Deactivation

Deactivates executive call filtering.

*26 Find-me/Follow-me Call Push Allows the user to send a call that they received from a Find-me/Follow-me group back to the group to re-alert the members. This feature is only available to users who are defined as BroadWorks users of a Find-me/Follow-me group.

*22 Flash Call Hold Places a call on hold with the flash-hook to place another call. You can toggle between the two calls by pressing the flash hook.

#72 Forced Forwarding Activation Activates Forced Forwarding. When supervisors dial the FAC, they are prompted to enter the supervised queue’s primary phone number. Once you enter the destination number, the destination number is validated and an activation message is played (if the number is valid).

#73 Forced Forwarding Deactivation Deactivates Forced Forwarding. When supervisors dial the FAC, they are prompted to enter the supervised queue’s primary phone number. Once you enter the destination number, the destination number is validated and an activation message is played (if the number is valid).



#58 Group Call Park Allows you to park a call. The service hunts for the first available user in the Call Park group and parks the call there. Note that this feature access code cannot be used until the Call Park service has been assigned.

#51 Hunt Group Busy Activation Enables the Hunt Group Busy policy for your hunt group. When the policy is enabled, all calls to the hunt group receive busy treatment.

#52 Hunt Group Busy Deactivation Disables the Hunt Group Busy policy for your hunt group.

#53 Hunt Group Busy Interrogation Provides the status of the Hunt Group Busy policy for your hunt group.

#82 Initiate Silent Monitoring A supervisor can use this code to silently listen in on a call handled by an agent that they are monitoring. This FAC code is available to supervisors with the Call Center Monitoring service assigned.

*66 Last Number Redial Dials the most recently dialed phone number called from your extension.

*96 Legacy Automatic Callback Invocation

Allows you to camp on a busy called party. When you dial the feature access code after a call to a busy destination, a callback request is created and you are automatically called back when the called party hangs up.

#96 Legacy Automatic Callback Cancellation

Cancels all active Legacy Automatic Callback requests.

*12 Location Control Activation Allows you to activate a location. You dial the Location Control Activation feature access code from the location that needs to be activated. This feature can be used from a Shared Call Appearance alternate location or a BroadWorks Anywhere location.

*13 Location Control Deactivation Allows you to deactivate a location. You dial the Location Control Deactivation feature access code from the location that needs to be deactivated. This feature can be used from a Shared Call Appearance alternate location or a BroadWorks Anywhere location.

#80 Make Outgoing Call as Call Center

Allows call center agents to make calls using the call center phone number. Users can thus override the default setting configured by the administrator. The FAC code is available to agents with Call Center – Premium service assigned.

#81 Make Personal Outgoing Call Allows call center agents to make calls using their personal phone number. User can thus override the default setting configured by the administrator. The FAC code is available to agents with Call Center – Standard or Call Center – Premium service assigned.

#84 Monitor Next Call Allows users to monitor route point or call center calls to agents with Call Center – Premium service assigned. The FAC code is available to users with Directed Call Pickup with Barge-in and Call Center Monitoring services assigned.



*60 Music On Hold Per-Call Deactivation

Deactivates the Music On Hold service for the current calls.

#70 Night Service Activation Manual Override

Activates the Night Service, which identifies business hours for the queue, and transfers incoming calls received outside of business hours to an alternate queue.

#71 Night Service Deactivation Manual Override

Deactivates the Night Service, which identifies business hours for the queue, and transfers incoming calls received outside of business hours to an alternate queue.

*610 No Answer Timer Sets the numbers of rings before No-Answer handling is applied to the Voice Messaging, Third-Party Voice Mail Support, Call Forwarding No Answer, Call Forwarding No Answer To Voice Mail, and Sequential Ringing services.

*71 Per Call Account Code Charges a call to an account code assigned to you.

*50 Push to Talk Provides an intercom-like functionality where you can call another party and be instantly connected.

*51* Selective Call Rejection Interrogation

Allows you to get the status of the Selective Call Rejection service.

*75 Speed Dial 100 Calls the two-digit speed dial number of the party you want to call.

*74 Speed Dial 8 Calls the two to nine-digit speed dial number of the party you want to call.

*47 Sustained Authorization Code Activation (calls unlocking)

Unlocks your calls. When you are required to provide authorization codes for outgoing calls, this code allows you to “unlock” this requirement. Having unlocked code activation, you are no longer prompted for an authorization code and your calls proceed without interruption.

*37 Sustained Authorization Code Deactivation (calls locking)

Locks your calls. When you are required to provide authorization codes for outgoing calls, this code allows you to “lock" this requirement again.

*86 Voice Mail Retrieval Allows users to retrieve BroadWorks and third-party voice mail.

*62 Voice Portal Access Allows you to access your voice portal.


12.6 Group Directory Use this menu item on the User – Utilities menu page to:

View the Group Directory

View or Print a Summary of the Group Directory

View or Print a Phone List

The Group Directory service allows you to display your group directory and view or print a summary of detailed phone list.


12.6.1 View the Group Directory You use the Utilities – Group Directory page to view your group directory.

Figure 255 Utilities – Group Directory

The User – Group Directory page is a list page that contains an advanced search. The Yahoo ID, Name, Phone Number, Extension, Mobile, E-mail Address, and Department appear for each user in the Group. Depending on the number of pages of data in a list, list pages allow you to present the data several different ways. You can click the headings of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

1) On the User – Utilities menu page, click Group Directory. The User – Group Directory page displays your group directory.

The items displayed on the Group Directory page follow:

Item Description

Name Displays the name of the person in the group.

User ID Displays the user ID of the person in the group.

Phone Number Displays the phone number of the person in the group.

Extension Displays the phone extension of the person in the group.

Department Displays the department of the person in the group.

Mobile Displays the mobile phone number of the person in the group.


Item Description

E-mail Address Displays the e-mail address of the person in the group.

YahooID Displays the Yahoo ID of the person in the group.

IM&P ID Displays the IM&P ID of the person in the group.


12.6.2 View or Print a Summary of the Group Directory Use this procedure to display or print your Group Directory.

Figure 256 Utilities – Group Directory Summary

1) On the User – Utilities menu page, click Group Directory. The User –Group Directory page displays your group directory.

2) Click Group Directory Summary. The Group Directory Summary displays a group phone list in summary form.

The items displayed on the Group Directory Summary page follow:

Item Description

Name Displays the name of the person in the group.

User ID Displays the user ID of the person in the group.

Number Displays the phone number of the person in the group.

Extension Displays the phone extension of the person in the group.

Department Displays the department of the person in the group.

Mobile Displays the mobile phone number of the person in the group.

Email Address Displays the e-mail address of the person in the group.


3) To display the previous page, click x in the right-hand corner of the page. The User – Group Directory page appears.

12.6.3 View or Print a Phone List Use this procedure to display or print your Group Directory Detail Phone List.

Figure 257 Utilities – Group Directory Detail

1) On the User – Utilities menu page, click Group Directory. The User – Group Directory page displays your group directory.

2) Click Group Directory Detail. The Group Directory Detail displays a group phone list in detail. The name, department, and phone number of each group member appear.


3) To display the previous page, click x in the right-hand corner of the page. The User – Group Directory page appears.

12.7 Enterprise Directory Use this menu item on the User – Utilities menu page to:

View the Enterprise Directory

View or Print a Summary of the Enterprise Directory

View or Print a Phone List

The Enterprise Directory service allows you to display your enterprise directory and view or print a summary of the enterprise directory or a detailed phone list.

12.7.1 View the Enterprise Directory The User – Enterprise Directory page is a list page that contains an advanced search. The Name, Phone Number, Extension, Mobile, E-mail Address, Group, and Department appear for each user in the Enterprise. Depending on the number of pages of data in a list, list pages allow you to present the data several different ways. You can click the headings of a column to change the sort order of items in the column, use the input boxes below the data to specify search criteria, or click the page links, for example, Next or Previous. The advanced search lets you define specific search criteria to narrow your search and display a manageable list. For more information on defining search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

Use this procedure to display your Enterprise Directory.

Figure 258 Utilities – Enterprise Directory (Top of Page)

1) On the User – Utilities menu page, click Enterprise Directory. The User –Enterprise Directory page displays your enterprise directory.


The items displayed on the Enterprise Directory page follow:

Item Description

Name Displays the name of the person in the enterprise.

User ID Displays the user ID of the person in the enterprise.

Phone Number Displays the phone number of the person in the enterprise.

Extension Displays the phone extension of the person in the enterprise.

Department Displays the department of the person in the enterprise.

Mobile Displays the mobile phone number of the person in the enterprise.

E-mail Address Displays the e-mail address of the person in the enterprise.

YahooID Displays the Yahoo ID of the person in the enterprise.

Group ID Displays the group ID of the person in the enterprise.

IM&P ID Displays the IM&P ID of the person in the enterprise.


12.7.2 View or Print a Summary of the Enterprise Directory Use this procedure to display or print your Enterprise Directory.

Figure 259 Utilities – Enterprise Directory Summary



2) Click Enterprise Directory Summary. The Enterprise Directory Summary displays an enterprise phone list in summary form.

The items displayed on the Enterprise Directory Summary page follow:

Item Description

Name Displays the name of the person in the enterprise.

User ID Displays the user ID of the person in the enterprise.

Number Displays the phone number of the person in the enterprise.

Extension Displays the phone extension of the person in the enterprise.

Department Displays the department of the person in the enterprise.

Mobile Displays the mobile phone number of the person in the enterprise.

Email Address Displays the e-mail address of the person in the enterprise.

Group ID Displays the group ID of the person in the enterprise. 3) To display the previous page, click x in the right-hand corner of the page. The User –

Enterprise Directory page appears.

12.7.3 View or Print a Phone List Use this procedure to display or print your Enterprise Directory Detail Phone List.

Figure 260 Utilities – Enterprise Directory Detail



2) Click Enterprise Directory Detail. The Enterprise Directory Detail displays a group phone list in detail. The name, department, and phone number of each enterprise member appears.

3) To display the previous page, click x in the right-hand corner of the page. The User – Enterprise Directory page appears.

12.8 Intercept User The Intercept User service allows you to verify whether your service has been intercepted. If the Intercept User service is enabled for your account, some or all calls to your number and from your number are intercepted. When your incoming calls are intercepted, the caller may hear a message indicating “Out of Service” or the caller may be routed to another number or to your voice mail. When your outgoing calls are intercepted, you may hear an announcement.

If you have been assigned the Intercept User service, your Intercept User page specifies whether your service has been intercepted and displays your intercept settings.

NOTE: Even if your Intercept User service is disabled, your calls may still be intercepted if your group’s Intercept service is enabled.

12.8.1 View Intercept User Status and Settings

Use the Utilities – Intercept User page to verify whether your service has been intercepted and to view your intercept settings.

Figure 261 Utilities – Intercept User


To access the Intercept User page: 1) On the User – Utilities menu page, click Intercept User. The User – Intercept User

page appears, showing your intercept user status and settings.


The following table provides an explanation of each read-only item on the Utilities – Intercept User page.

Item Description

Intercept User When set to “On”, the Intercept User service is enabled and your calls are intercepted as specified on this page.

Inbound Call Options

Intercept All Inbound Calls

When checked, all calls to your number are intercepted.

Allow Inbound Calls from System-Defined Phone Numbers

When checked, your calls are intercepted, except for the calls from specific numbers defined by the system administrator.

Allow Inbound Calls (Partial Intercept)

If this option is checked, you can receive calls.

Use Alternate Outbound Blocking Announcement

If this option is checked, you hear an outbound blocking announcement when trying to make a call.

Route to Voice Mail When this option is checked, all your incoming calls are routed to your voice mail.

Play New Phone Number

When this option is checked, your callers hear the new phone number that replaces your current phone number.

Transfer on “0” to Phone Number

When this option is checked, your callers are transferred to the specified phone number upon pressing “0”.

Outbound Call Options

Block All Outbound Calls

When this option is checked, you cannot make calls. When you try to make a call, the call is intercepted and you hear an announcement.

Route to Phone Number

When this option is checked, the calls you make are routed to a specified phone number.

Allow Outbound Local Calls

When this option is checked, you are allowed to make local calls.


12.9 Registrations Use the Utilities – Registration menu item to see all your static and dynamic registrations.

This page also displays information about devices that have been locked out due to a SIP authentication failure. If a device was locked out and the registration has expired, the lockout is present even though the registration no longer exists. When a device has been permanently locked out, the Lockout Expires field is empty and the Lockout Count field displays the word Permanent. Lockout date and time are in GMT offset time.

Figure 262 Utilities – Registrations

1) On the User – Utilities menu page, click Registrations. The User – Registrations page appears, showing all your static and dynamic registrations.



12.10 Prepaid The Prepaid service allows you to use your phone without the need for signing a contract.

Use the Utilities – Prepaid menu item to verify that you have been assigned the service. Prepaid has no configuration.

Figure 263 Utilities – Prepaid

1) On the User – Utilities menu page, click Prepaid. The User – Prepaid page displays the Prepaid service page.


12.11 Visual Device Management Use the Utilities – Visual Device Management menu item to view whether the Visual Device Management service has been assigned to you. The service allows an administrator to use a visual configuration tool to configure your phone.

Figure 264 Utilities – Visual Device Management

1) On the User – Utilities menu page, click Visual Device Management. The User – Visual Device Management page appears.


12.12 Security Classification Use the Utilities – Security Classification menu item to view the security classification assigned to you.

The security classification indicates the maximum level of classified information that you can be safely exchange in a conversation.

For more information, contact your administrator.


Figure 265 Utilities – Security Classification

1) On the User – Utilities menu page, click Security Classification. The User – Security Classification page appears displaying the security classification level assigned to you.



Index

Account Codes, Placing a Call, 127 Activating

Call Me Now, 79 Do Not Disturb, 67 Selective Criteria

Call Forwarding Selective, 78 Call Me Now, 79 Call Notify, 63 Custom Ringback User, 86 Executive Call Filtering, 166, 175

Adding Announcements, 37 BroadWorks Anywhere

Phone Number, 150 Selective Criteria, 151

Events to Schedule, 41 Meet-Me Conferences, 231 Schedules, 40 Selective Criteria

BroadWorks Anywhere, 151 Call Forwarding Selective, 75 Call Me Now, 80 Call Notify, 64 Custom Ringback User, 86 Executive Call Filtering, 163, 172 Pre-alerting Announcement, 93

Sequential Ring Call Entries, 109, 114 Addresses, 32 Agents, Supervising, 50 AHR Recall, 70 Aliases, 245

Adding, 246 Viewing or Deleting, 245

Announcements Adding, 37 Deleting, 35 Listing, 35 Modifying, 37 Repository, 35

Anonymous Call Rejection, Turning On and Off, 54 Assigning, Delegates to Meet-Me Conferences, 239 Attendant Console, Customizing, 209 Authentication, Setting Your Password, 268 Automatic Callback, 119 Automatic Hold/Retrieve, 69

Call Recall, 70 Configuring Calls, 70 Holding Calls, 69 Retrieving Calls, 70

Barge-in Exempt, Turning On and Off, 136 Bria for BroadWorks, 227 Bridges for Meet-Me Conferences, 243 BroadSoft Assistant–Enterprise, 222 BroadTouch Business Communicator, 217 BroadTouch Mobile Link, 226

BroadWorks Anywhere, 149 Phone Number

Adding, 150 Deleting, 153 Modifying, 153

Selective Criteria Adding, 151 Deleting, 153 Modifying, 153

BroadWorks Call Center Supervisor, 218 BroadWorks Communicator, 222 BroadWorks Communicator G.729, 224 BroadWorks Communicator Multimedia, 223 BroadWorks Connector for Lotus Sametime, 212 BroadWorks Mobility, 155 BroadWorks Receptionist–Enterprise, 219 BroadWorks Receptionist–Office, 221 BroadWorks Receptionist–Small Business, 220 Busy Lamp Field, Configuring, 213 Call Centers, 156

Agent, 218 Indicating Your ACD State, 156 Joining Call Center, 156

Call Control Menu, 135 Accessing, 136 Barge-in Exempt, 136 BroadWorks Anywhere, 149 BroadWorks Mobility, 155 Call Centers, 156 Call Pickup, 138 Call Recording, 158 Call Transfer, 143 Call Waiting, 137 Charge Number, 160 Customer Originated Trace, 139 Directed Call Pickup, 140 Directed Call Pickup with Barge-in, 141 Diversion Inhibitor, 142 Executive, 160 Executive-Assistant, 170 Flash Call Hold, 142 Flexible Seating Guest, 179 Group Night Forwarding, 182 Hoteling Guest, 182 Hoteling Host, 184 In-Call Service Activation, 144 Instant Messaging and Presence, 185 Music/Video On Hold, 145 N-Way Calling, 148 Physical Location, 189 Push To Talk, 186 Remote Office, 189 Shared Call Appearance, 190 Three-Way Call, 145 Video Add-On, 193 Zone Calling Restrictions, 194


Call Forwarding Always, Turning On and Off, 58 Call Forwarding Busy, Turning On and Off, 59 Call Forwarding No Answer, Turning On and Off, 60 Call Forwarding Not Reachable,

Turning On and Off, 61 Call Forwarding Selective, 74

Call Entry Activating, 78 Adding, 75 Deleting, 77 Modifying, 77

Setting Default Forwarding Number, 74 Call Holding, Music/Video On Hold, 145 Call Me Now, 79

Allowed Calls Outgoing Calling Plan, 200 Outgoing Digit Plan, 204 Outgoing Pinhole Digit Plan, 206

General Settings, 79 Selective Criteria

Activating, 79 Adding, 80 Deleting, 81 Modifying, 81

Turning On or Off, 79 Call Notify, 62

Configuring E-mail Address, 63 Selective Criteria


Call Pickup, 138 Call Policies, 46 Call Recording, 158 Call Return, 120 Call Transfer, 143 Call Waiting, 137 Calling Line ID Blocking, 122 Calling Line ID Blocking Override,

Turning On and Off, 55 Calling Name Retrieval, Turning On and Off, 56 Calling Party Category, 120 Calling Plans Menu, 195

Accessing, 195 Incoming Calling Plan, 196 Outgoing Calling Plan, 197 Outgoing Digit Plan, 202 Outgoing Pinhole Digit Plan, 204

Charge Number, 160 Client Applications Menu, 208

Attendant Console, 209 Bria for BroadWorks, 227 BroadSoft Assistant–Enterprise, 222 BroadTouch Business Communicator, 217 BroadTouch Mobile Link, 226 BroadWorks Call Center Supervisor, 218 BroadWorks Communicator, 222

BroadWorks Communicator G.729, 224 BroadWorks Communicator Multimedia, 223 BroadWorks Connector for

Lotus Sametime, 212 BroadWorks Receptionist–Enterprise, 219 BroadWorks Receptionist–Office, 221 BroadWorks Receptionist–Small Business, 220 Busy Lamp Field, 213 Call Center Agent, 218 Client Call Control, 215 Client Licenses, 226 CommPilot Call Manager, 214 eyePMedia Audio Video Client, 224 Lync CTI, 215 Office Communicator, 225 Outlook Integration, 216 Polycom Phone Services, 227 Polycom Web Browser, 225 UC-Connect, 228

Client Call Control, 215 Client Licenses, 226 Comma-delimited Text File, 132 CommPilot Call Manager, Configuring, 214 CommPilot Express, 82

Available - In Office, 82 Available - Out of the Office, 83 Busy, 84 Configuring Profiles, 82 Unavailable, 84

Communication Barring User-Control, 128 Conferences, Meet-Me Conferencing, 229 Configuring Calls, Automatic Hold/Retrieve, 70 Connected Line Identification Restriction,

Turning On and Off, 66 CPL Log

Clearing, 265 Viewing, 265

CPL Scripts Enabling and Disabling, 263 Loading, 264

Criteria. See Selective Criteria Custom Ringback User

Overview, 85 Selective Criteria

Activating, 86 Adding, 86 Deleting, 91 Initial Ringback, 89 Modifying, 88 Waiting Ringback, 90

Customer Originated Trace, 139 Defining, Meet-Me Conference Greeting, 240 Delegates, Assigning to Meet-Me Conferences, 239 Deleting

Announcements, 35 BroadWorks Anywhere



Events from Schedule, 44 Meet-Me Conferences, 239 Schedules, 39 Selective Criteria

BroadWorks Anywhere, 153 Call Forwarding Selective, 77 Call Me Now, 81 Call Notify, 65 Custom Ringback User, 91 Executive Call Filtering, 165, 174 Pre-alerting Announcement, 95

Directed Call Pickup, 140 Directed Call Pickup with Barge-in, 141 Distinctive Ring, 70

Selecting Ring Pattern, 72 Turning On and Off, 71

Distribution Lists Adding or Deleting Entries, 248 Creating, 247

Diversion Inhibitor, 142 Diverting Executive Calls, 170 Do Not Disturb, Turning On and Off, 67 Downloading, Recordings for

Meet-Me Conferences, 242 E-mail Invitation to Meet-Me Conference, 241 Enabling or Disabling CPL Scripts, 263 Enhanced Call Logs, 269, 272

Viewing Missed Calls, 270, 274 Viewing Placed Calls, 269, 272 Viewing Received Calls, 270, 273

Enterprise Directory, 287 Summary, Printing, 288 Summary, Viewing, 288 Viewing, 287 Viewing or Printing a Phone List, 289 Viewing or Printing a Summary of, 288

Events, Adding to Schedule, 41 Executive, 160

Alerting, 168 Call Filtering

Activating Selective Criteria, 166 Adding Selective Criteria, 163 Configuring, 162 Deleting Selective Criteria, 165 Modifying Selective Criteria, 165

Call Screening, 167 Executive-Assistant, 170

Diverting Executive Calls, 170 Executive Call Alerting, 177 Executive Call Filtering, 171

Activating Selective Criteria, 175 Adding Selective Criteria, 172 Modifying or Deleting Selective

Criteria, 174 Executive Call Screening, 176 Opting Out of Executive Pool, 170

External Calling Line ID Delivery, 68 External Custom Ringback, 92

eyePMedia Audio Video Client, 224 Fax Messaging

Printing Faxes, 256 Turning On and Off, 256

Feature Access Codes Customer Originated Trace, Verifying, 139 Viewing, 276

Flash Call Hold, 142 Flexible Seating Guest, 179

Associating with Host, 180 Dissociating from Host, 181

Forwarded Calls, Outgoing Calling Plan, 200 Forwarding or Transferring Calls

Outgoing Calling Plan, 199 Outgoing Digit Plan, 203 Outgoing Pinhole Digit Plan, 205

Greetings, 248 Defining for Meet-Me Conferences, 240 Setting Busy Greeting, 250

Group Directory Summary, Printing, 285 Summary, Viewing, 285 Viewing, 284 Viewing or Printing Phone List, 286

Group Night Forwarding, 182 Group Paging, 129 Holding Calls

Automatic Hold Retrieve, 69 Music/Video On Hold, 145

Hoteling Guest, 182 Host, 184

IM&P Integrated, 251 Third-Party, 252

Importing a Personal Phone List, 132 In-Call Service Activation, 144 Incoming Calling Plan, 196 Incoming Calls Menu, 52

Accessing, 53 Alternate Numbers, 70 Anonymous Call Rejection, 53 Automatic Hold Retrieve, 69 Call Forwarding Always, 58 Call Forwarding Busy, 59 Call Forwarding No Answer, 60 Call Forwarding Not Reachable, 61 Call Forwarding Selective, 74 Call Me Now, 79 Call Notify, 62 Calling Line ID Blocking Override, 54 Calling Name Delivery, 56 Calling Name Retrieval, 55 Calling Number Delivery, 57 CommPilot Express, 82 Connected Line Identification Restriction, 66 Custom Ringback User, 85 Do Not Disturb, 67


External Calling Line ID Delivery, 68 External Custom Ringback, 92 Internal Calling Line ID Delivery, 68 Pre-Alerting Announcement, 92 Priority Alert, 96 Selective Acceptance, 99 Selective Rejection, 103 Sequential Ringing, 106 Series Completion, 112 Simultaneous Ringing Personal, 112

Instant Messaging and Presence, 185 Integrated IM&P, 251 Intercept User, 290 Internal Calling Line ID Delivery, 68 Last Number Redial, 121 Launching, Moderator Client, 241 Legacy Automatic Callback, 121 Listing

Meet-Me Conferences, 230 Recordings for Meet-Me Conferences, 242

Loading, CPL Scripts, 264 Lync CTI, 215 Meet-Me Conferencing, 229

Adding Conferences, 231 Assigning Delegates to Conferences, 239 Bridges, 243 Conferences, 229 Defining Entrance Greeting, 240 Deleting Conferences, 239 Launching Moderator Client, 241 Listing Conferences, 230 Menu, 229 Modifying Conferences, 237 Recordings, 241

Downloading, 242 Listing, 242

Sending E-mail Invitation, 241 Menus

Call Control, 135 Client Applications, 208 Incoming Calls, 52 Meet-Me Conferencing, 229 Messaging, 244 Outgoing Calls, 118 Profile, 29 Service Scripts, 262 Utilities, 266

Messaging Menu, 244 Accessing, 245 Aliases, 245 Distribution Lists, 247 Fax Messaging, 256 Greetings, 248 Integrated IM&P, 251 MWI Delivery to Mobile Endpoint, 258 Short Message Service, 252 Third-Party IM&P, 252 Third-Party MWI Control, 259 Third-Party Voice Mail Support, 260

Voice Management, 252 Voice Portal, 255 Voice Portal Calling, 261

Moderator Client, Launching, 241 Modifying

Announcements, 37 BroadWorks Anywhere


Meet-Me Conferences, 237 Selective Criteria

Call Forwarding Selective, 77 Call Me Now, 81 Call Notify, 65 Custom Ringback User, 88 Executive Call Filtering, 165, 174 Pre-alerting Announcement, 95

Music/Video On Hold, Turning On or Off, 145 MWI Delivery to Mobile Endpoint, 258

Turning On and Off, 258 N-Way Calling, 148 Office Communicator, 225 Office Zone, 51 Opting Out of Executive Pool, 170 Originating Calls

Outgoing Digit Plan, 202 Outgoing Pinhole Digit Plan, 205

Outgoing Calling Plan, 197 Being Forwarded or Transferred, 200 Call Me Now Calls, 200 Displaying Outgoing Calls You Can Place, 197 Forwarding or Transferring Calls, 199

Outgoing Calls Outgoing Digit Plan, 202 Outgoing Pinhole Digit Plan, 204

Outgoing Calls Menu, 118 Accessing, 119 Account Codes, 127 Automatic Callback, 119 Call Return, 120 Calling Line ID Blocking, 122 Calling Party Category, 120 Communication Barring User-Control, 128 Group Paging, 129 Last Number Redial, 121 Legacy Automatic Callback, 121 Personal Phone List, 130 Preferred Carrier User, 133 Speed Dial 100, 124 Speed Dial 8, 123 Two-Stage Dialing, 134

Outgoing Digit Plan, 202 Call Me Now Calls, 204 Forwarded or Transferred Calls, 203 Originating Calls, 202

Outgoing Pinhole Digit Plan, 204 Call Me Now Calls, 206 Forwarding or Transferring Calls, 205 Originating Calls, 205


Outlook Integration, 216 Password

Resetting, 38 Setting, 268

Personal Phone List, 130 Adding Entries, 131 Importing, 132 Modifying Entries, 131 Viewing or Deleting Entries, 130

Personalized Name, Recording, 255 Phone List

Printing, 286, 289 Viewing, 286, 289 Viewing or Printing, 289

Physical Location, 189 Picking Up a Call, 140 Polycom Phone Services, 227 Polycom Web Browser, 225 Pre-alerting Announcement

Configuring, 92 Selective Criteria

Adding, 93 Deleting, 95 Modifying, 93, 95

Preferred Carrier User, 133 Prepaid, 293 Printing

Enterprise Directory Summary, 288 Faxes, 256 Group Directory Summary, 285 Phone List, 286, 289

Priority Alert, 96 Activating or Deactivating, 96 Adding, 97 Modifying, 98

Privacy, 47 Customize, 47

Profile Menu, 29 Addresses, 32 Announcement Repository, 35 Call Policies, 46 Office Zone, 51 Passwords, 38 Personal, 30 Privacy, 47 Route Point Supervisors, 49 Schedules, 39 Supervisor, 49

Profile, Editing, 30 Push To Talk, 186

Allowing Selected Calls, 188 Configuring, 187

Recordings Meet-Me Conferencing, 241

Downloading, 242 Listing, 242

Voice Portal Personalized Name, 255 Redialing Calls, 121

Registrations, 292 Remote Office, Configuring, 189 Retrieving Calls, Automatic Hold/Retrieve, 70 Returning Calls, 120 Route Point Supervisors, 49 Schedules

Adding, 40 Adding Event, 41 Deleting, 39 Listing, 39 Modifying, 43 Page, 39 Viewing, 45

Security Classification, 293 Selecting Agents to Supervise, 50 Selective Acceptance

Activating or Deactivating, 99 Adding, 100 Modifying or Deleting, 102

Selective Criteria Call Forwarding Selective


Call Me Now Activating, 79 Adding, 80 Deleting, 81 Modifying, 81

Call Notify Activating, 63 Adding, 64 Deleting, 65 Modifying, 65

Custom Ringback User Activating, 86 Adding, 86 Deleting, 91 Modifying, 88

Executive Call Filtering Activating, 166, 175 Adding, 163, 172 Deleting, 165, 174 Modifying, 165, 174

Pre-alerting Announcement Adding, 93 Deleting, 95 Modifying, 95

Selective Rejection Activating or Deactivating, 103 Adding, 104 Modifying, 105

Sequential Ringing Activating and Deactivating Call Entries, 111 Call Entries, Adding, 109 Configuring Features, 107 Modifying Call Entries, 110

Series Completion, Viewing, 112


Service Scripts Menu, 262 Accessing, 262 Configuration, 262 Load, 264 Logs, 265

Setting, Your Password, 268 Shared Call Appearance, 190

Enabling/Disabling, 192 Setting Preferences, 191 Viewing Alternate Locations, 191

Short Message Service, 252 Simultaneous Ringing Personal

Activating and Deactivating Call Entries, 117 Call Entries, Adding, 114 Configuring Features, 113 Modifying Call Entries, 116

Speed Dial 100, 124 Modifying, 126 Setting, 125 Viewing or Deleting, 124

Speed Dial 8, 123 Supervising Agents, 50 Supervisor, 49 Third-Party

IM&P, 252 MWI Control, 259 Voice Mail Support, 260

Three-Way Call, 145 Transferring Calls, 143

Outgoing Calling Plan, 199, 200 Outgoing Digit Plan, 203 Outgoing Pinhole Digit Plan, 205

Turning On, Voice Portal Calling, 261

Two-Stage Dialing, 134 UC-Connect, 228 User Home Page, 29 Utilities Menu, 266

Accessing, 268 Authentication, 268 Enhanced Call Logs, 269, 272 Enterprise Directory, 287 Feature Access Codes, 275 Group Directory, 283 Intercept User, 290 Prepaid, 293 Registrations, 292 Security Classification, 293 Visual Device Management, 293

Video Add-On, Turning On and Off, 193 Viewing

Announcements, 35 Schedules, 39, 45

Visual Device Management, 293 Voice Messaging

Activating, 253 Configuring Advanced Settings, 254 Setting Up, 253

Voice Portal Auto-login, 255 Calling, 261 Calling, Turning On, 261 Personalized Name, Uploading, 255

Warning Tone Status, Directed Call Pickup with Barge-in, 141

Zone Calling Restrictions, 194


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