Hosted Voice Training Standard CommPortal

1. Hosted Voice TrainingStandard CommPortal (Mitel)

2. Agenda • Customer Resource Center • How to Log In • “Help” Button • Dashboard • Messages & Calls • Contacts • Call Manager • Summary • Forwarding • Follow Me • Screening • Applications • Call Me Button • Settings • Security – e911 • Blocking • Preferences • Messaging • Phones configuration • Contacts

3. Resource Center https://www.earthlinkbusiness.com/hostedvoice 1 3 2

4. Log In • Open up a web browser • Go to https://voip.elnk.us • You will enter the following: • Number – This is your 10 digit telephone number. • Password– This is your default CommPortal password.

5. Logging In For The First Time • When you log into the Commportal for the first time, you will be prompted to change your Commportal password and voicemail pin. • You can use the default voicemail greeting or create a personal voicemail greeting. (This step is not required on initial login) Log in with 10 digit phone number & password (provided by Earthlink) (Different from voicemail pin) Click Next to begin

6. Powerful Help Tool • For additional help, click on the help icon (located at the top right corner) • Select Help

7. CommPortal – Dashboard • Dashboard: Provides a quick view of the most common functions • Messages & Calls: Provides call history • Contacts: Provides a method for storing and retrieving contact details • Call Manager: Allows customer to manage how incoming calls are handled • Apps: Download Call Me button • Groups: Displays Groups your telephone number is part of (such as MLHG’s and MADN’s) • Settings: Provides access to call service settings 1 2 3 4 5 6 7

8. Messages & Calls • The Messages & Calls tab allows you to: • Manage and listen to your voicemails • View your faxes • View details of your recent missed, dialed & received calls. • The export feature allows you to export your missed, dialed and received calls in a CSV format (Comma Separated Values)

9. Messages & Calls • The Messages tab allows you to see and listen to voice mails messages • The Faxes tab allows you to see and view faxes sent to your unified fax number. • Unified fax is a subscription based service. If you are not subscribed, the Faxes tab will not appear

10. Messages & Calls • Messages and Calls Tab also allows you to: • View the last 200 Missed calls • View the last 10 Dialed calls • View the last 200 Received calls • View Deleted messages

11. Contacts • This page allows you to manage your Contact List and Speed Dials. • It also shows you your Extensions and Short Codes. • Standard Seat can store up to 250 Contacts

12. Contacts – Import Contact List Importing Contacts • If you have contacts in a Outlook, Yahoo, Gmail or Hotmail email account, you can import these details into your Contacts list. • Sign in to your email application and save the contact details that you want to import into in a suitable file. • This file must use the Windows comma separated variable format (CSV) and contain a header line that describes the column contents for each contact. Make a note of the file's name and location. • Select the Contacts tab. • Select Import at the bottom of the screen to launch the Import Contacts popup. • Use the Browse button to search for the file on your PC. • By default, the new contact details will replace existing ones if the names are the same. • Click Import. • For an example .CSV file format, first enter a contact manually. Then click Export All and a sample .csv will be generated. You can then use this as a template to add your Contacts.

13. Contacts – Speed Dials • Speed Dial - This is the short number you will use when dialing from your phone. • Number - This is the full number that you wish to call when using this speed dial entry.

14. Contacts – Extensions • The Extensions tab displays a list of the contacts within your business group. • This information is for viewing only and does not allow you edit the list.

15. Contacts – Short Codes • Short codes allow you to quickly dial common numbers that are set up by the Business Group Administrator. • This information is for viewing only and does not allow you edit the list.

16. Call Manager Incoming Calls The summary tab provides a description of how calls you receive will be handled, taking into account the settings for all of your incoming call services and any interactions between them. • Ring your Phone • Send to Voicemail • Forward to another number • Find Me / Follow Me Call Manager allows you to define how your incoming calls are handled.

17. Call Manager – Call Forwarding When enabled, this service immediately forwards all calls you receive to an alternate destination. • Enter the number you want the call to forward to. • Click the Apply button.

18. Call Manager – Busy / No Answer • When the No Answer forwarding is enabled, incoming calls that you do not answer are forwarded to the alternate destination. • When the Busy forwarding is enabled, this service forwards calls to an alternate destination any time your line is busy. • You also have the ability to use the same call forward destination for both services

19. Call Manager – Selected Callers • When enabled, the Selected Callers forwarding immediately forwards calls from specific callers to an alternate destination. • Press the Edit List button to program your list of numbers that you want to use this feature. • Enter the number you want to forward the calls to in the Options section

20. Call Manager – Forwarding Destinations If you frequently forward your calls to certain numbers (for example your own home, work, or mobile number), configuring them as Forwarding Destinations makes your other services easier to use. • Enter the name of where you are forwarding the call in the Destination field. • Enter the number of where you are forwarding the call in the Number field. • Click the Add button.

21. Your Mobile Call Manager – Follow Me • When enabled, this service redirects calls that you receive to one or more alternate destinations. • You may configure multiple destinations to ring sequentially, simultaneously or a combination of both. • To begin, Click Add Rule Home Phone Your Desk Phone

22. Call Manager – Follow Me • Destination to Ring - Choose either My Phone (Desk Phone) or Other. • Note: If you choose Other enter the number you wish to ring • Choose the amount of time you want it to ring and the step you wish apply the rule to. • Enter a description • Hit OK to save. Each ring is approximately 5 seconds long

23. Call Manager – Follow Me Completed Follow Me Example • Rings Desk Phone for 15 seconds • Rings Home Phone and Cell Phone for 15 seconds. • Rings Desk Phone for 15 seconds. • If no phone is answered, call will left in the Desk Phones voicemail box. • Click Apply to save changes

24. Call Manager – Screening • Selective Rejection: When enabled, this service rejects calls from specific callers. Rejected callers hear an announcement telling them that you do not wish to take their call. You can enable or disable this service. • Anonymous Rejection: When enabled, this service rejects calls from callers who withhold their caller ID. Rejected callers hear an announcement telling them that you do not wish to take their call. You can enable or disable this service. • Priority Call: When this service is enabled, calls from specific callers ring your phone with a distinctive ringing signal. You can enable or disable this service.

25. Applications (Apps) Call Me allows you to add a button to a website or email signature, allowing people to phone you by simply clicking on the button.

26. Settings – Account – Emergency (e911) • 911 Location: Allows the user to set the location for emergency 911 phone calls • Remember to follow this step every time your phone moves to a new address.

27. Settings – Emergency (e911) In the new window, complete the fields and click the Update Address button. IMPORTANT: Your address will be verified., so please enter a true physical address. Ensure to update this address whenever you change you physical location. It is also important Not to include special characters in the Name field.

28. Settings – Account Password • Account Password: Allows you to change your login password for the CommPortal. • Note: Password must be alphanumeric and contain at least one letter and one number. (8 to 20 characters) • Call Services Pin: Allows you to change your PIN for Remote Call Services. (remote call forward for standard seats) • Note: Password must be 4 numbers long. • Voicemail Pin: Allows you to change your PIN for Voicemail • Note: Password must be 6-20 numbers long with no numbers in a sequence. It also cannot be the number of the line or contain a part of the number

29. Settings – Change Account Password • Enter Current Password • Enter New Password • Confirm New Password • Click Confirm to save changes • Note: Password must be alphanumeric and contain at least one letter and one number. (8 to 20 characters)

30. Settings – Call Services PIN • Enter New PIN • Click Confirm • Note: Password must be 4 numbers long.

31. Settings – Change PIN • Enter New PIN • Click Confirm • Note: Password must be 6-20 numbers long with no numbers in a sequence. It also cannot be the number of the line or contain a part of the number

32. Settings – Account – Devices • Devices provides a link to the interface that you use to configure your desk phone. (ex. Add / Remove soft keys) • Clicking the link opens the interface in a separate window • Note: Options for programming keys on your phone depend on the type of phone ordered. Please refer to phone specific training for details on button programming.

33. Programming Phone Keys from the CommPortal • There are numerous functions that can be programmed to buttons on your phone. • Programmable Keys - Top • The keys to the left of the display are know as top keys. • Programmable Keys - Main • The keys under the display are know as the main keys.

34. Programming Phone Keys from the CommPortal To Program the Top Keys • Select a key from the list. • The number of Top keys depends on the model of the phone. • Below are the 3 models of Mitel phones available from EarthLink. • 6863i– 3 programmable Top keys • 6865i– 8 programmable Top keys • 6867i– 20 programmable Top keys* *on the 6867i their 6 physical buttons and 4 available pages. The programming will appear on keys 1-5 and a “more” button on key 6 when you program more than 5 keys. The “more” button will allow you to access programmed keys past 5.

35. Programming Phone Keys from the CommPortal To Program the Main Keys (6867i only): • Select a key from the list. • There are 18 programmable keys to assign to the buttons (at the bottom of the phone display). • If you add more keys than you have buttons available “More” key will appear on the last key. • These buttons will be pushed one page over when on a call. To access in call use the more key (4th key from the left). * By default Voicemail and DND (do not disturb) are assigned to Key 1 & 2.

36. Programming Phone Keys from the CommPortal • Automatic Recall • Directed pickup • Do not disturb • Enhanced Monitored Extension • Enhanced Call Park • Last Caller ID Erasure • Line • Line Identity • Speed Dial • Trace Call • Voicemail Bottom Keys There are numerous programmable options: Top Keys - Automatic Recall - Call List - Directed Pickup - Directory - Do Not Disturb - Group Pickup - Intercom - Last Caller Id Erasure - Last Number Redial - Park Call - Persistent Paging Key - Speed Dial - Retrieve Parked Call - Trace Call - Other Services (XML Apps) - dialed call list - log out - call lists - messages - contacts

37. Programming Phone Keys from the CommPortal

38. Programming Phone Keys from the CommPortal • The More key (6867i only) • The more key will appear when there are more buttons programmed than there are physical keys. • The More button appears as a series of dots indicating how many pages of keys are programmed. • The Solid dot is the page that you are currently on • Pressing the more key will allow you to cycle through the pages. * The More Key will appears on the 6th key for the Top Keys and 4th key on the Main keys.

39. 1 Programming Phone Keys from the CommPortal 2 3 To Assign a Key Under the Top Key Area: • Click on key you wish to assign • Click on drop down arrow and make a selection • Fill out any additional information needed * • Click Save Changes on lower right • The phones will refresh automatically overnight or you can reboot the phone to make the changes. * For example the Enhanced Monitored Extension key will need a valid extension in your business group and a label like the persons name you are monitoring 4

40. Programming Phone Keys from the CommPortal To Assign a Key Under the Main Keys Area: • Click on key you wish to assign • Click on drop down arrow and make a selection • Fill out any additional information needed* • Click Save Changes on lower right. • The phones will refresh automatically overnight or you can reboot the phone to make the changes. * For example the Other service key will need you to choose a service and fill in a label describing that service 1 2 3 4

41. Changing Ring Tones from the CommPortal To Change a Ring Tone: • Click on User. • Click Line number you wish to change ring tone on. • Click on drop down box for ring tone and select new ring tone. • Click on Save Changes 1 2 3 4

42. Settings – Calls – General • Outbound Calling: Ability to withhold caller ID when dialing out. • When receiving an inbound call: • Display caller name • Display caller number

43. Settings – Calls – Call Blocking • Call Blocking: Allows you to restrict which types of calls can be dialed from your telephone. • Note: By default, EarthLink blocks International calling. An authorized user must contact Customer Care to lift this restriction. x

44. Settings – Calls – Call Me Button • Call Me Buttons: Ability to disable the Call Me button for use with email.

45. Settings – Messages – General • Configure various aspects of your messaging service. • Incoming calls are forwarded to voicemail after … Allows you to change how many rings before a call will go to voicemail. (1 ring = 5 seconds). • Enable Live Screening rings your phone with a different ringtone when a caller is being sent to voicemail. You can pick up the phone and hear the voicemail as it is being recorded without the caller knowing that you are listening in. • Forward messages and faxes as emails allows you to sends voicemails (as .wav file) to your email. To enable and configure • Place a checkmark in the box next to Forward messages as emails. • Click on add an email address. • Enter e-mail address and click Add. • Click the Apply Button. Note: Leave Original in Inbox allows you to decide if you want to leave a copy of the voicemail n your voicemail box and/or just forward it to your email.

46. Settings – Messages – General Allows the system to forward an attachment of a voicemail to an e-mail address. • Place a checkmark in the box next to Forward messages as emails. • Click on add an email address. • Enter e-mail address and click Add. • Click the Apply button. Note: Message length is a maximum of three minutes 1 3 2 4

47. Settings – Messages • Skip Pin – If Skip PIN is enabled, then when accessing your mailbox from your own telephone you are not required to enter your PIN. • Fast Login – if enabled, when accessing your mailbox from your desk telephone, your phone number is recognized automatically and you only need to enter your PIN • Auto-Play – Messages automatically play when voicemail is accessed. • Voicemail Playback – When your messages are played, you can choose whether you wish to hear the message details (who the message is from and when it was left), the message itself, or both.

48. Settings – Messaging – Voicemail Greeting • Allows you to record a greeting using a microphone attached to PC. • Record multiple greetings including: personal greeting, extended absence or your recorded name. • Configure which greeting to play when a caller gets your voicemail.

49. Settings – Notifications – MWI • Specify if you want your Message Waiting Indicator light to flash when you receive a voicemail message.

50. Settings – Notifications – Email • The Email sub tab allows you to set the system to notify multiple email addresses when a voice mail message is left. • This is a notification only, there is no .wav file attachment sent with the message