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User Guides & Feature Instructions

CommPortal User Guide

Commportal User Guide

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Accessing CommPortal

  1. Access https://commportal.pioneer.net from any web browser.
  2. You will be presented with a simple login box.
  3. In the Number field, enter your 10-digit telephone number (do not include dashes).
  4. In the Password field, enter your CommPortal Password.
  5. Click the Login button.

If you are using a public computer, do not check the “Remember me on this computer” check box. Always make sure you log out of CommPortal when you have finished.

Minimum requirements for password:

  • Between 8–20 characters
  • At least 1 number
  • At least 1 letter
  • AND at least 1 special character (such as @!#)
  • No more than 2 repeated letters/numbers/special characters in order within Password. For example: Rabbit1@ is permitted, but Rabbbit1@ or Rabbit111@ are not allowed
  • Password cannot be the same as Voicemail PIN
  • Passwords expire after 1 year

Home Screen

The home screen provides a way to quickly access several key features and provides you with a summary of your configured services.

Depending upon the services you subscribe to, your dashboard may have different tabs than what’s listed below. Available tabs:

  • Messages and Calls: View calls and retrieve any Voicemails
  • Contacts: Import your contacts from Outlook or create new contacts
  • Phone Status: Control your Call Manager settings
  • Your Services: Access a range of services available with your CommPortal account. For example: change your call, message, and notification settings, or set up a reminder call
  • Personal Details: Includes the name of your CommPortal account
  • Security: Change your password, Call Services PIN and Voicemail PIN
  • Support: Help, Send Feedback and Download apps that you’ve subscribed to. For example: Accession Communicator or CommPortal Desktop

Phone Status

Depending upon the services you subscribe to, your Phone Status options may have different tabs than those listed below.

  • Summary: Summary of how your services are configured
  • Forwarding: Forward calls to another number
  • Follow Me: Forward calls you receive to one or more alternate destinations
  • Screening: Configure the calls you accept or reject

Forwarding

The Forwarding tab allows you to forward all calls to another number and set conditions for call forwarding.

Additional Call Forwarding features include:

  • Immediately: Forward calls immediately to another number
  • Busy/No Answer: Forward calls if your phone line is busy or if you do not answer
  • Selected Callers: Forward calls immediately if they are from a list of selected callers you create
  • Forwarding Destinations: If you Call Forward to different numbers, organize your destinations by name rather than number (such as “cell phone” or “office line”). Configuring them as forwarding destinations makes your other services easier to use

Find Me, Follow Me

COMING SOON

You must subscribe to this feature to access this tab. Find Me, Follow Me allows you to be accessible even when away from your office or home phone. Calls are forwarded to a specified list of numbers that ring whenever your number is called. Each number is called in the order you specify (or, numbers can be rung simultaneously). Once one number has answered, it will stop ringing the other numbers. Example: Ring my office phone for 10 seconds, then ring BOTH my office phone and my mobile phone for 20 seconds.

If the call is unanswered, then the line’s usual behavior for an unanswered call will apply (such as sending to Voicemail).

Screening

You must subscribe to this feature to access this tab. In addition, only those call screening features to which you are subscribed will appear in the list within your CommPortal.

  • Selective Acceptance: Only accept calls from selected callers
  • Selective Rejection: Reject calls from selected callers
  • Anonymous Rejection: Reject calls from anonymous callers
  • Priority Call: Make calls ring distinctively from selected callers (so you never miss a call from those important to you)

Messages and Calls

The Messages and Calls page has a number of sections you can view and select by clicking on the tab: Messages, Faxes, Missed, Dialed, Received, Rejected, and Deleted.

Messages

Messages displays your new and stored voice messages, both those you have listened to and those unheard. Unheard messages are shown in bold. Messages older then 30 days will automatically be deleted.

NOTE: Once you have listened to messages within the web portal, the message indicator light on your phone will no longer be illuminated.

Listen to a message:

To listen to a message, click on the loudspeaker icon to the left of the message. This will cause a Voicemail player to pop up, which loads and plays the message for you. With this player, you can:

  • See when the message was received and how long it is
  • Pause, rewind and fast forward the message
  • Delete the message, or save it to your computer
  • Mute the player or change the volume
  • Close the player

Once the message is listened to, the player will mark it as “heard.”

Actions:

Click the down arrow by “Actions” to Reply, Mark as New, Mark as Heard, Forward as Email, or Forward as Voicemail.

  • Mark as Heard: If you would like to mark a message as “heard” without listening to it, click on the dropdown arrow next to Actions and select Mark as Heard
  • Mark as New: If you’ve listened to the message but would like to mark it as new or unheard, click on the dropdown arrow next to Actions and select Mark as New
  • Forward as Email: If you would like to forward a Voicemail to an email address, click on the dropdown arrow next to Actions and select Forward as Email. Enter the email address you’d like to send the Voicemail to and click Send
  • Forward as Voicemail: If you would like to forward the message to another Pioneer Voicemail box, click on the dropdown arrow next to Actions and select Forward as Voicemail. Enter the telephone number you’d like to forward the message to and click Send

Missed Calls

Displays the recent calls you have received and not answered.

Dialed Calls

Displays the recent outgoing calls you have made.

Received Calls

Shows the recent calls you have answered.

Rejected Calls

Displays calls that have been rejected.

Deleting a Message

To delete a voice message, click on the X to the right of the message. The message will be then moved to the Deleted box and will be accessible for 30 days. After 30 days, the message will automatically be deleted.

Faxes

COMING SOON

You must subscribe to this feature to access this tab. Allows you to use your home/business phone to receive faxes. This section displays any new or stored fax messages.

  • To view the fax: Click the Fax icon to the left of the phone number. A new browser window will appear to display the fax. If your browser is configured to block “pop ups,” you may receive an alert notifying you pop ups are not allowed and asking if you would like to allow pop ups from CommPortal. Select “yes”
  • To delete a fax: Click on the X to the right of the message. The message will be moved to the Deleted box and will remain for 30 days before automatically being deleted

From the Action dropdown arrow, you may select to Mark as Read, Forward as Email, or Forward as Fax.

 Contacts

The Contacts tab enables you to manage your contact information. In this tab, you can create new contacts (using recent call information, or creating new contacts from scratch), create groups of contacts, or import/export your contacts.

Add Caller to Contacts

To add the number of a recent caller (who may have left you a Voicemail, or is displayed under Dialed or Received Calls), follow these steps:

  1. Click on the number or name of the caller
  2. Select the Add to Contacts option
  3. Selecting Add to Contacts will lead you to the Contacts page. Enter the details for your new contact and click save. See the Contacts section for more information about using the Contacts page

Import Contacts from Outlook

The fastest way to add your contacts is to import them from your email program. The steps below reflect the process in Microsoft Outlook. Note that steps may vary slightly depending on the version of Outlook you use.

Import contacts from Outlook:

  1. Open Outlook and click on File tab
  2. Select Open and Export on the left side
  3. Select Import/Export
  4. Select Export to File, then click Next
  5. Select Comma Separated Values, then click Next
  6. Select Contacts from the folder tree, then click Next
  7. Save exported file as “Outlook Contacts,” and click OK. Save the file in a place you can easily access, such as Desktop or My Documents
  8. Click Next, then Finish
  9. Next, return to the CommPortal Contacts tab
  10. Click the Import button
  11. Choose the Action when contacts exists
  12. Click the Browse button and locate your “Outlook Contacts” file
  13. Click Import
  14. Your contacts are now in CommPortal

Your Services

The Your Services section allows you to view and configure settings for calling features you subscribe to, manage message settings, manage how you receive your Voicemail notifications, and set up reminders.

Call Settings

This screen allows you to customize how to handle Caller ID, Call Forwarding and Call Blocking (if subscribed).

  • General: This section allows you to customize your Caller ID as well as determine whether to display Caller ID for incoming calls, or withhold when making calls
  • Call Forwarding: This section allows you to have the system ask you for a forwarding number each time forwarding is turned on
  • Call Blocking: This section allows you to choose what type of phone numbers should be blocked. Call Blocking allows you to customize and restrict which types of calls can be made from your phone as well. (For example: International and Premium Rate Calls.) To set up, check the desired call type to block and click Apply

Message Settings

The Message Settings section enables you to receive Voicemail notifications via email, manage mailbox settings, customize how you are notified of a Voicemail, configure greetings and more. From Voicemail Greetings, you can personalize your greeting by recording an announcement (a microphone hooked up to or built into your computer is required).

General:

Choose to have Voicemails forwarded to an email address of your choice:

  • When a Voicemail is received, an email will be sent with a .wav file attachment of the message for you to listen to
  • If you would like the system to transcribe the Voicemail and include it in the email body, check the box reading “Transcribe Voicemails in your inbox”
  • Click Apply after changes have been made

NOTE: If “Leave original in inbox” is unchecked, Voicemail messages will be deleted from your Voicemail box once sent to email. They will only be delivered to the email address you’ve set up to forward messages to. This only occurs if you have set up your Voicemail to forward to email and do not want messages left on your Voicemail system.

Mailbox Access:

When dialing into the Voicemail system, there are several options you can enable to streamline quick access to your messages. You can enable the following options within CommPortal:

  • Skip Pin: Bypass inputting your PIN each time you log into the Voicemail system
  • Fast Login: Bypass the automated attendant’s directions
  • Auto-Play Voicemail: Automatically listen to messages after logging in without pressing additional keys
  • Voicemail Playback:
    • Details and Message: Announces the time, phone number that left message (if information is available), and playback of message
    • Message: Plays message only, without details of the call announced
    • Details: Announces details of the call without playing the message

Click Apply to save any changes you have made.

Voicemail Greeting:

Choose which greeting you would like to use: Personal, System with Name, System Number, or System Announcement Only.

  • To listen to your greeting, or record or upload a new greeting, click Edit
  • Under “More Options,” you can also set an additional greeting to let the caller know you’re on another call
  • Click Apply to save any changes you have made

NOTE: To utilize the record feature, you must have a microphone that is hooked up to or built into your computer.

Notifications

The Notifications tab allows you to set options for how you wish to receive notifications when a new message arrives for you.

Send Voicemail notifications to another phone number: Receive a notification of new Voicemail to a different phone number within Pioneer’s serving area. To enable this feature:

  • Select “New Entry”
  • Input the Pioneer telephone number you’d like the Voicemail notification to be sent to
  • Click Apply to save any changes you have made

Send Voicemail notifications to an email address: Get notification you have a Voicemail delivered to your email address of choice. You can choose whether you prefer an email sent each time you receive a message, or only when you receive a certain type of message (for example, an urgent Voicemail). You can send email notifications to multiple email addresses.

Select New Entry:

  • Input the email address you’d like notification sent to
  • Click Apply to save any changes you have made

NOTE: These options will only send notification that you have received a Voicemail. If you’d like the option to have the actual Voicemail message delivered to your email address to listen to, please see the Message Settings section.

Reminders

Reminders is a calling feature that allows you to create your own voice recording, used to remind you of something via a phone call. This can be a task to do, an event to remember, or even a wake-up call. Reminders will call your home phone at the time you decide. When a reminder is sent to your home phone and is answered, press (1) and your voice recording will play, reminding you of the task or event.

Reminder calls may be scheduled to occur either:

  • Once, at the time of your choice in the next 24 hours
  • Every week at the time and day of your choice
  • Every day at the time of your choice
  • Every weekday at the time of your choice

You may schedule multiple reminder calls, and these may be any combination of the above types.

NOTE: Reminders must be activated on your account for it to be listed as an option within CommPortal.

To add a new reminder, follow these steps:

  1. Select New Reminder
  2. Enter the Description of the reminder
  3. Select when you want the reminder call to occur from the dropdown list. You can either choose for it to happen once on a specified day, every weekday or every day
  4. Enter the time you would like the reminder to call
  5. Record a message if you wish
  6. Click Add
  7. Click Apply

Note: If no recording is made, you will still get a Reminder Call.

To delete a reminder, follow these steps:

  1. Click on the X icon to the right of the reminder in the list
  2. Click Apply

Alternatively, to delete all your reminder calls, follow these steps:

  1. Click Clear List
  2. Click Apply

Receiving Reminders:

Reminders will make four attempts to deliver the Reminder message to the telephone number linked to the reminder account. The Caller ID (if active) will display the telephone number on which Reminders are activated. When answered, the recipient is prompted to press (1) to hear the Reminder message. If the Reminder call is not answered or (1) is not pressed, a message is delivered to Voicemail informing that:

  • There was a missed Reminder
  • When the Reminder was originally scheduled for delivery
  • How many attempts were made to deliver the message
  • The recorded Reminder message, if applicable

Security

The Security sections allows you to change your Password, your Call Services PIN, and your Voicemail PIN.

PIN and Password Requirements

  • Voicemail PIN (dial into Voicemail)

CommPortal Account Password

Minimum requirements for password:

  • Between 8 and 20 characters
  • At least 1 number
  • At least 1 letter
  • At least 1 special character (such as @!#)
  • No more than 2 repeated letters/numbers/special characters in order within Password For example: Rabbit1@ is permitted, but Rabbbit1@ or Rabbit111@ are not allowed
  • Password cannot be the same as Voicemail PIN
  • Passwords expire after 1 year

Voicemail PIN

Minimum requirements for Voicemail PIN:

  • Between 6 and 20 numbers
  • No more than 2 repeated letters/numbers/special characters in order (for example, 122576 is okay, but 1222576 has too many repeated numbers)
  • Complete PIN cannot be sequential, forward or backward (for example, cannot be 123456 or 654321)
  • Cannot use your phone number or a portion of your phone number

Call Services PIN:

Minimum requirements for PIN:

    • 4 numbers
    • Cannot use phone number or portion of phone number

Logging Out and Help

When you are finished accessing your CommPortal, it is always best to log out of the web program.

To logout, click the down arrow in the upper right corner (by your name) and click Logout.

Should you have questions about a tab or the various features regarding CommPortal, click on the Help at the bottom of your browser under Support.

Easy Attendant User Guide

Easy Attendant

Download Guide

Easy Attendant will provide your business with a convenient and virtual means to answer your business’ incoming telephone calls. Easy Attendant is an easy to use solution that combines advanced web and telephone features to create a professional caller interface for your busi­ness. For more complex applications, you may want to take advantage of Premium Attendant which is described in a separate guide.

Designing Your New Easy Attendant / Overview

Designing your new Easy Attendant involves deciding how you would like to present your business to your callers. What options would you like your callers to have? What greetings will they hear and who can they reach? Do you want callers to be able to reach your employees directly from the Easy Attendant by dialing an extension number? Do you want to present your callers with a different menu after hours or on holidays? Before setting up your Easy At­tendant through the web-based interface, we suggest you take a few minutes to read through this section on designing the best application for your business.

Caller Routing Options

As you design your application, you will need to understand the call routing options available to you. With these routing options you can:

Transfer to Phone – Transfers callers to a phone number that you program.

Transfer to Voicemail – Transfers callers directly to Voicemail to leave a message or to an information mailbox.

Dial-by-Extension – Allows callers to enter an extension number and be transferred to the phone line of their choice. Note that this feature requires Extensions to be set up as described in the next section.

Dial-by-Name – Allows callers to spell a name with their telephone keypad, hear the recorded name, and be transferred to the phone line of their choice. Note that this feature requires set up in the Extensions tab, as described in the next section.

Play Announcement – Plays an announcement to callers, then allows them to replay the information or return to the previous menu.

Business Group Extensions – The Business Group extensions feature allows you to provide Dial-by-Name and Dial-by-Extension options to your callers. When your Easy Attendant is part of a Business Group, all Business Group members will be pre-populated on the Extensions tab of your Easy Attendant. As lines are added or deleted from your Business Group, they will be automatically added and deleted from the Extensions list. However, you can click on any line to exclude it from your Easy Attendant’s Dial-by-Extension and Dial-by-Name menu.

The Extension is the number callers will enter to be routed directly to the employee or department of their choice. For more detailed information about managing extensions, see Step 5 (page 20): Manage Extensions.

Additional Extensions – To use additional extensions, you must define the set of extensions which callers can dial. For each extension, you must specify the extension number (a short number of your choice, such as 871), the extension’s name, and the phone number that your caller should be transferred to if they dial this extension.

Other Considerations

  • Put frequently used options first in the menu. This helps serve callers more quickly.
  • Speak slowly and distinctly, keeping options concise and direct for easy understanding by all callers.
  • Consider using a branding statement in your greeting as you welcome callers to your business.
  • Think about information your callers request frequently. Announcements are great for recording answers to commonly asked questions like business hours, mailing address, email address, fax number, driving directions, etc.
  • Avoid making your callers feel like they are in “Voicemail jail.” Where possible, offer a live attendant transfer option. Never transfer callers back to the number they’ve just called, which could route them back into the Easy Attendant if you can’t answer their call.
  • If your business needs multiple menus (sub-menus), you should consider using Premium Attendant, or you can link your Easy Attendant to another Easy Attendant.

Business Hours

You can take full advantage of this application’s capabilities by setting up Business Hours and Non-Business Hours schedules. The web-based Easy Attendant Schedule feature provides an easy and flexible way to configure and change greetings and menus.

The Business Hours and Non-Business-Hours schedules can vary from day to day or they can be the same every day. During the business day, the Business Hours greeting and menus will play. When you are closed, the Non-Business Hours greeting and menus will play. You may select open and close times in 15-minute increments.

Special Days

You may also define Special Days (Holidays). For each Special Day, the Non-Business Hours menu is automatically played throughout the year. These dates, which might be holidays, vacation days, or closed dates specific to your business, can be set several years in advance or selected as needed throughout each year.

You will have an option to add all Public Holidays and/or select dates as needed. You will find more detailed information about establishing Special Days in Step 1: Schedule.

Greetings

As mentioned in the Business Hours section, the Easy Attendant can use different greetings based on your defined schedule. These greetings provide instructions to callers on how to access the people and information they need from your business, whenever they call.

As noted before, you can have a Business Hours greeting and a Non-Business-Hours greeting, where the Non-Business Hours greeting can also be used for Special Days like holidays. You can also choose to use a single menu greeting that will be used at all times.

Your greetings should welcome your caller as well as provide instructions on the services available to them. Before you record your greetings, write down (or type up) what you would like the greetings to say. Based on what you have learned so far, consider the complete planned menu structure of your Easy Attendant as you script these greetings.

The Business Hours greeting will be played during normal business hours. The menu can use key presses 0 through 9, where 0 is normally reserved for Live Operator. During the recording of your initial greeting, you can instruct the caller to press # to hear the announcement again.

For example: “Thank you for calling ACME Corporation. For Technical Support, press 1; For Sales, press 2; For Product Information, press 3; For Marketing, press 4; For Help with Online Orders, press 5; For Directions to our office, press 6; or to speak with the Operator, press 0. To hear this message again, please press #.”

The Non-Business Hours greeting will be played outside of normal business hours. This greeting has its own menu selections separate from the Business Hours greeting.

For example: “Thank you for calling ACME Corporation. Our office is now closed. Our regular business hours are Monday through Friday, 8am to 5pm, excluding holidays. For Technical Support or Help with Online Orders, please call back during regular business hours. To leave a message for Sales, press 2; For Product Information, press 3; To leave a message for Marketing, press 4; For Directions to our office, press 6; For all other business, please call back during our regular business hours. To hear this message again, please press #.”

The Non-Business Hours greeting is also played on the Special Days you have defined for your business. This greeting plays for the 24 hours of the Special Day, in place of the Business Hours greeting and menus.

Announcements

Announcement recordings offer you the opportunity to record information frequently requested by your callers. This information could include information such as business hours, directions, mailing address, email address, fax, etc.

For example: “Our business hours are weekdays from 9am to 5pm, excluding holidays. We are located at 3 Free St, directly across from the park.”

Accessing Easy Attendant on the Web

  1. Access https://commportal.pioneer.net from any web browser.
  2. You will be presented with a simple login box (Figure 1).
  3. In the Phone Number field, enter your 10-digit Easy Attendant number (without dashes).
  4. In the Password field, enter your CommPortal Password. (See figure 5 on how to change password.)
  5. Click the Login button.

Figure 1 – Login Screen

Password Requirements 

  • Between 8 and 20 characters.
  • At least 1 number.
  • At least 1 letter.
  • AND at least 1 special character (such as @!#).

Note:

  • No more than 2 repeated letters/numbers/special characters in order within Password. For example: Rabbit1@ is okay, but Rabbbit1@ or Rabbit111@ are not allowed.
  • Password cannot be the same as Voicemail PIN.
  • Passwords expire after 1 year.

First Time Logging On

The first time you login, the application will ask if you want to offer your callers different options during Business Hours and Non-Business-Hours, or if you want to offer your callers the same options all of the time. This is just to get you started. You can always switch options later if your business needs change. Make a selection and click Continue (Figure 2).

Figure 2 – Menu Options

Once you have selected either Use a Schedule or Use a Simple Menu, you’ll see the Main Easy Attendant tab (Figure 3). If you have chosen to offer your callers different menus for Business Hours and Non-Business Hours, you will see a screen like the one shown on next page (Figure 3). From this tab you can go directly to Schedule, Business Hours Menu, Non-Business Hours Menu, and Extensions.

If you have chosen to offer your callers one menu at all times, you will see only one Easy Attendant Menu tab at the top of the screen, along with the Extensions tab.

Figure 3 – Easy Attendant Main Tab

Remember:

  • If you initially chose to offer your callers more than one menu, from the Main tab you can always choose to Switch to using a single menu using the link at the bottom of the screen (Figure 3). If you have already set up menus, the application will ask you which menu you want to use for your new menu.
  • If you initially chose to offer your callers only one menu, from the Main tab you can always choose to Switch to using a schedule using the link at the bottom of the screen (Figure 3). If you have already set up a menu, the application will ask you if this menu should be used for Business Hours or for Non-Business-Hours.

Setting Up A Forwarding Number

 When your Easy Attendant is turned off, callers will hear a system generated message stating that “this number is unreachable.” To ensure callers will not get this recording, you need to specify another number for the calls to be forwarded to.

  • Click on “this number is unreachable” in the Main tab and a pop-up box will allow you to enter a forwarding number (Figure 4). This will ensure, if your Auto Attendant gets turned off, callers will be directed to the number of choice.
  • Input the number you’d like calls to be forwarded to and click Apply.

You can’t turn your Easy Attendant ON until you create your menus and all required recordings are made.

Figure 4 – Forwarding Number

Securing Your Easy Attendant

For security reasons, you should immediately change your starter Password and starter PIN unless you provided us with what you would like. The Password is used to access your Easy Attendant online using the CommPortal. The PIN is used to access your Easy Attendant by telephone.

To change your Account Password:

  1. At the bottom of the page under Security, select Change Password.
  2. Enter your old password and your new password in the fields provided. Your password must be minimum of 8 characters long (see page 5 for password requirements).
  3. Confirm your new password by entering it again.
  4. Click Confirm.

Figure 5 – Change Password

To change your Voicemail PIN:

The Voicemail PIN will be used if you need to change greetings/announcements using a telephone rather than on the computer using a microphone.

  1. At the bottom of the webpage, under Security, select Change Voicemail PIN.
  2. Enter your old PIN and your new PIN in the fields provided. Your PIN must be between 6 and 20 numbers/characters.
  3. Click Confirm.

Setting Up Your Easy Attendant

Once you have completed the design process described under “Designing Your New Easy Attendant Application,” we recommend that you set up your application following the five easy steps: Schedule, Business Hours, Non-Business-Hours, Record Greetings, and Manage Extensions.

Key Functions

For each key, with the exception of the 0 key, you can choose from the list below. Key 0 can only be used for “Transfer to Phone.” For example, to speak to a live representative.

Unassigned – Your callers will be informed that it is an invalid extension should they press this key.

Transfer to Phone – Places an out dial to the phone number you enter. You can select from a dropdown menu of your Business Group phones or type a number. Remember to enter the number the way you would dial it from your Business Group. For example, if you must dial 9 to complete an outside call, be sure to include the 9 here. If transferring to a long distance number, add a “1” to the beginning as if you were dialing the number. Long distance charges do apply when transferring to a long distance number. Choose this option if you have another Auto Attendant you’d like to transfer to.

Transfer to Voicemail – Transfers callers to another Voicemail box on the system. You can select mailboxes in your business group from a dropdown menu or enter the 10-digit mailbox number. You cannot transfer directly to another Auto Attendant with this option. If you do not already have Voicemail boxes, please contact Pioneer to add Voicemail boxes to your account.

Dial-by-Extension – Transfers callers to the phone line of their choice. If you offer this option to callers, you must also:

  1. Go to the Extensions tab and define the extensions your callers can dial (see Step 5 Manage Extensions).
  2. Include appropriate instructions to your callers in your greeting directing them how to use this option. For example: “If you know your party’s extension, press 4 then dial the 3-digit extension number, followed by the pound key.”

Dial-by-Name – Allows callers to reach their party by entering a name. If you offer this option to callers, you must also:

  1. Go to the Extensions tab and define the names your callers can dial. A recorded name is also required for each person you wish to be reached by Dial-by-Name (see Step 5 Manage Extensions).
  2. Include appropriate instructions to your callers in your greeting directing them how to use this option. For example: “If you know the name of the person you want to reach, press 5 and enter the first few letters of their first name.”

Announcement – Plays the information that you have recorded and then prompts your caller to replay it or return to the previous menu. No Voicemail message option is offered (this is useful for store hours, product information, directions, etc.).

  1. Record the greeting for this menu now or you can wait until you have completed configuration of all menus and make all recordings as described in Step 4. To record the Business Hours Greeting now, click on the red record link on the right side of the screen. Also, if you have selected Play Announcement for any key press, be sure to click and record those as well.
  2. When you have finished, click Apply to save your menu.

Caution:

If you do not record your greeting and announcements at this point, you can always record them later either by using your computer microphone or by calling into the Voicemail system and following the prompts. Until all recordings are completed, you cannot turn your Easy Attendant on.

STEP 1: Schedule Business Hours

If you DO NOT want to offer your callers different options during Business Hours and Non-Business Hours, skip Steps 1 and 2 and go to Step 3 to set up your Single Easy Attendant menu.

If you DO want to offer your callers different options during Business Hours and Non-Business Hours, follow these instructions from the Easy Attendant main tab:

  1. Click the Schedule (Configure your business hours) Icon on the Main Screen.

Figure 6 – Configure Schedule

  1. Click on the first link “An example schedule that you can customize (recommended – Figure 5).” The system will display a default Business Hours schedule of 9am to 5pm (Figure 6).
  2. To change the default hours, click a cell to toggle boxes, or drag blue boxes for Business Hours or white boxes for Non-Business Hours to choose the hours you will be open for each day of the week. Click Zoom In to select times in 15-minute increments.

Figure 7 – Set a Schedule

If you want to designate Special Days (like holidays or vacations), click the green calendar icon on the right side of the screen.

  1. Using the monthly calendars displayed, click on the dates you want to select for your Special Days (Figure 7). If you change your mind, click on the date again to unselect it. You can add all public holidays by clicking on the Add Public Holidays button then select the region you’d like to use. Use the arrows underneath the calendars to move forward and backward to different months.

Figure 8 – Select Special Days and Holidays

  1. When you have finished defining your Business Hours and any Special Days, click the OK button in the lower right corner of the Schedule page.
  2. Once complete, click Apply.
  3. Select Business Hours Menu tab at the top (Figure 9).
  4. Assign functions to each key on the caller’s phone. Refer to Key Functions to decide what option(s) you want to provide customers.
  5. Record Initial Greeting. See Step 4 to record now or later.
  6. Record any Announcements you’ve assigned to your function keys. See Step 4 to record now or later.
  7. Click Apply. If you choose to record the Initial Greeting and/or Announcements later, you will receive a message that your recordings aren’t done, and you will be unable to turn on Easy Attendant until this is complete. Click OK and refer to Step 4 when you’re ready to make recordings.

If transferring to a long distance number, long distance charges do apply.

Caution:

The Non-Business-Hours greeting is played when the Business Hours greeting is not in effect. If you set up Business Hours and do not record a Non-Business-Hours greeting, you cannot turn your Easy Attendant ON.

Figure 9 – Create a Business Hours Menu

STEP 2: Schedule Non-Business Hours Menu

If you have NOT defined a schedule in Step 1 and will play the same menu to callers at all times, go to Step 3.

  1. Click the Schedule (Configure your Business Hours) Icon on the Main Screen or select the Non-Business Hours Menu tab at the top of the screen (Figure 10).
  2. To change the default hours, click a cell to toggle boxes, or drag blue boxes for Business Hours or white boxes for Non-Business Hours to choose the hours you will be open for each day of the week. Click Zoom In to select times in 15-minute increments. See Figure 6 – Set a Schedule.
  3. If you want to designate Special Days (like holidays or vacations), click the green calendar icon on the right side of the screen.
    1. Using the monthly calendars displayed, click on the dates you want to select for your Special Days (Figure 7). If you change your mind, click on the date again to unselect it. You can add all public holidays by clicking on the Add Public Holidays button, then select the region you’d like to use. Use the arrows underneath the calendars to move forward and backward to different months. See Figure 7 – Select Special Days and Holidays.
    2. When you have finished defining your Business Hours and any Special Days, click the OK button in the lower right corner of the Schedule page.
  4. Once complete, click Apply.
  5. Select Business Hours Menu tab at the top.
  6. Assign functions to each key on the caller’s phone. Refer to Key Functions to decide what option(s) you want to provide customers.
  7. Record Initial Greeting. You can choose to record your initial greeting now using a microphone on your computer, or you can record using your phone following Step 4 instructions.
  8. Record any Announcements you’ve assigned to your function keys. You can choose to record your initial greeting now using a microphone on your computer or you can record using your phone, following Step 4 instructions.
  9. Click Apply. If you chose to record Initial Greeting or Announcements later, you will receive a message that your recordings aren’t done, and you will be unable to turn on Easy Attendant until this is complete. This will be to the right of the screen under Record Initial Greeting. Click OK.

If transferring to a long distance number, long distance charges do apply.

Figure 10 – Non-Business Hours Menu

STEP 3: Set Up Single Menu Option

  1. Click the Easy Attendant Menu (Configure the menu your callers will hear) Icon on the Main Screen

Figure 11 – Configure Your Menu

  1. Assign functions to each key on the caller’s phone. Refer to Key Functions to decide what option(s) you want to provide customers.
  2. Record Initial Greeting. You can choose to record your initial greeting now using a microphone on your computer, or you can record using your phone following Step 4 instructions.
  3. Record any Announcements you’ve assigned to your function keys. You can choose to record your initial greeting now using a microphone on your computer, or you can record using your phone following Step 4 instructions.
  4. Click Apply. If you chose to record Initial Greeting or Announcements later, you will receive a message that your recordings aren’t done, and you will be unable to turn on Easy Attendant until this is complete. This will be to the right of the screen under Record Initial Greeting. Click OK.

If transferring to a long distance number, long distance charges do apply.

Figure 12 – Create an Easy Attendant Menu

STEP 4: Record your Greetings

There are two methods available for recording your greetings:

  • Click to record from the web-based CommPortal (if your computer has a microphone)
  • Record using telephone (see Record greetings and announcements by phone)

Note:  When recording your initial greeting, you can instruct the callers to Press # if they’d like the greeting repeated.

Figure 13 – Recording, Stopping, Listening to and Uploading Announcement

To Record Greetings and Announcements from the CommPortal:

  1. Click on a Menu tab to display the menu you would like to record (Business Hours Menu, Non-Business-Hours Menu, or Easy Attendant Menu).
  2. Click on the red record link to the right of each menu (Figures 9 & 10) or click on Upload Announcement if you have already created a .wav file announcement/greeting.
  3. When you click the record link, you will see a pop-up box. When you are ready to record, click the round red record button to begin (Figure 12).
  4. During recording, you will see sound level indicators. You may need to adjust the sound level on your microphone and start your recording again (Figure 12).
  5. When you have completed your recording, press the square red stop button.
  6. Listen to your recording for volume and accuracy by pressing the blue play arrow (Figure 12). To accept the recording, press the Add button. If you are not happy with your message, then record a new message by pressing the record button again. This will overwrite your previous message.
  7. Repeat this process to record all menu greetings and announcements.

To Record Greetings and Announcements by Phone:

  1. Assign all functions to each key in the Easy Attendant Menu (Steps 1–3).
  2. From telephone, dial 541-(Your Prefix)-1222.
    1. Enter the 10-digit number for your Easy Attendant plus (#).
    2. Enter your PIN plus (#).
  3. Press (1) to change your Easy Attendant configuration. If you are setting up Easy Attendant for the first time, the system will tell you:
    1. Your Easy Attendant is off.
    2. Your current schedule (Business or Non-Business), if you are using a Schedule.
    3. The number of announcements you need to record.

Note: If you have previously set up and turned on your Easy Attendant, the system will tell you that your Easy Attendant is on. If you are using a Schedule, it will tell you the current schedule.

  1. If you are setting up Easy Attendant for the first time, do not turn your Easy Attendant on until you have completed all your recordings. Choose one of the following to create or change recordings:
    1. To edit announcements for your Easy Attendant Menu, press (2).
    2. To edit announcements for Business Hours press (2).
    3. To edit announcements for Non-Business Hours press (3).
  2. The system will tell you any key press options that require recordings. If you are setting up Easy Attendant for the first time, it will also tell you that you need to record your initial greeting. Record your initial greeting first (this is the greeting callers will hear instructing them what keys to press):
    1. Press (#) to record your initial greeting.
    2. When finished recording press (#).
    3. To save the recording as is press (1).
    4. To re-record press (2).
    5. To exit press (3).
    6. To continue recording press (4).
  3. Once you have recorded your initial greeting, record any announcements needed for your key press options. The system will again tell you which key press options need recordings. Press a key to record the announcement for it. When finished, press (#).
    1. To save the recording as is press (1).
    2. To re-record press (2).
    3. To exit press (3).
    4. To continue recording press (4).
  4. When you have finished all of your recordings, you can turn your Easy Attendant ON. In the Easy Attendant configuration menu, press 1 to turn your application ON. Or you may login to your Easy Attendant through the CommPortal to turn it on.

The next time you log into your Easy Attendant on CommPortal, you will see a green listen/change link next to each recording you have made. By clicking on these links, you can hear your recordings through your computer’s speakers and can re-record them using your computer’s microphone.

STEP 5: Manage Extensions

Skip this step if no extensions will be used.

The Extensions tab provides a list of all lines/extensions in your Business Group. Initially, all extensions in your Business Group are automatically “included” for use with Dial-by-Name and Dial-by-Extension within your Easy Attendant. However, you can easily select lines to be excluded. In addition, you can change the default for your Business Group so that new lines are not automatically included. If you chose this option in CommPortal, once new lines are working, you can log into your Easy Attendant and select which lines to include.

When a line is “included,” it is shown in bold type in the Extensions tab. When a line is excluded, it is shown in plain type. You can easily include or exclude a line at any time, as the needs of your business change. Simply click on the box to the left of an extension then click on either Mark as Included or Mark as Excluded at the bottom of the screen.

Dial-by-Name and Dial-by-Extension features can be used by your callers only if you offer that option in your Easy Attendant menus (Figure 13). For Dial-by-Extension, your callers will simply enter the extension number of the party they are trying to reach (typically 3 or 4 digits), followed by the pound (#) key.

Figure 14 – Including/Excluding Extensions

When your callers select Dial-by-Name, they will be prompted to “spell’ the name of the person they are trying to reach using the dial pad. However, for a name to be included in the Dial-by-Name search, one additional step is required.

For every line you want to include in Dial-by-Name, a spoken name must be recorded. Normally, users in your Business Group will record their name as part of individual mailbox set up. If a name has not been recorded yet, you will see a red record link on the right side of the extension list. You have the option to record this name yourself by using the record link or you can ask each user to complete their mailbox set up and record their name. You also have the option to override a user’s recorded name. This override recording will be used only in the Easy Attendant Dial-by-Name application and will not replace the recording in a Voicemail mailbox.

Caution:

  • Spelling accuracy and a complete list of extensions are important in keeping the Dial-by-Name and Dial-by-Extension features useful for your callers. As people enter or leave your company, simply log onto the CommPortal to review your extensions for completeness and accuracy. If you need spelling corrected, contact your Business Group Administrator.
  • The Dial-by-Name option begins with the first name. If you offer Dial-by-Name, remember to tell your callers that they can reach employees “by spelling their name with the telephone keypad, beginning with their first name.”
  • If you offer the Dial-by-Extension option, remember to tell your callers to press the programmed key, followed by the extension number. For example, “If you know your party’s 3-digit extension number, press 4 followed by that 3-digit extension number, then press (#).”

You can also set up Additional Extensions for numbers outside your Business Group that you’d like your callers to reach using Dial-by-Name and/or Dial-by-Extension. For each entry, you must choose an extension number that is 1 to 7 digits long and enter the phone number that callers should be transferred to.

These extensions must be different from any “internal” extension numbers you may use for dialing colleagues within your Business Group. Enter the telephone number the way you would dial it from your business group (e.g. 9 555-6789). If you are using Dial-by-Name, you must also record a name for each person you wish to be contacted.

To Configure Additional Extensions:

  1. Click on the Additional Extensions link at the top of the Extensions page.
  2. Click on the Add Extension button (Figure 14).
  3. Enter the extension number, name, and telephone number.
  4. Record or upload a spoken name for this additional extension for use with Dial-by-Name.
  5. When done, click Add to include this extension in your Easy Attendant application.

Figure 15 – Add Extensions

Congratulations! You have successfully set up your Easy Attendant.

Figure 16 – Logging Out

Turning Your Easy Attendant ON/OFF

To turn your Easy Attendant on or off, navigate to the Main tab at the top of the Easy Attendant page, and click on the button labeled Turn ON or Turn OFF (Figure 15).

When your Easy Attendant is turned off, callers will either be played an announcement telling them that the number is unreachable, or all calls will be forwarded to a number of your choice (Figure 4). Many users will leave their Easy Attendant turned on all of the time, but depending upon how Easy Attendant has been deployed you may, for example, wish to turn Easy Attendant off during the day and forward your callers directly to a live receptionist.

Figure 17 – Turning Easy Attendant on/off

To Turn On/Off Easy Attendant by Phone:

  1. From telephone, dial 541-(Your Prefix)-1222.
  2. Enter the 10-digit number for your Easy Attendant plus (#).
  3. Enter your PIN plus (#).
  4. Press (1) to change your Easy Attendant configuration.
  5. Press (1) to turn off/on Easy Attendant.

Switching From Schedule Mode to Single Menu Mode

In schedule mode, you have two separate menus: one for use during Business Hours and one for use during Non-Business Hours. Switching to single menu mode will cause one of these menus to be permanently deleted (you can choose which one you wish to keep). Switching to single menu mode will also permanently delete any business hours schedule you have configured. If you subsequently wish to return to schedule mode, you will need to set these up again.

  1. Navigate to the Main tab at the top of the Easy Attendant page (Figure 16).
  2. You may wish to turn Easy Attendant off, and optionally forward callers to an alternative number while you carry out the rest of this procedure.
  3. Click on the “Switch to using a single menu” link.
  4. If you had previously set up both your Business Hours menu and your Non-Business Hours menu, you will be asked which one you wish to keep. The other menu is permanently deleted.

Figure 18 – Switching to Single Mode

Accessing Your Voicemail

To Set Your Voicemail by Phone:

IMPORTANT: If your mailbox has been given a temporary PIN#, we recommend you change this immediately. Follow steps 1–9 below to set up your Voicemail for the first time.

  1. Dial the Voicemail access number: 541-(Your Prefix)-1222.
  2. Enter Telephone Number plus (#).
  3. Enter PIN followed by (#).
  4. Press (3) to Work with Greetings.
  5. Press (1) to Set Up Personal Greeting.
  6. Record your Personal Greeting.
  7. Press (#) when done.
  8. Press (1) to approve.
  9. Press (*) to exit to Main Menu.

To Access your Voicemail by Phone:

  1. From telephone, dial 541-(Your Prefix)-1222.
  2. Enter the 10-digit number for your mailbox plus (#).
  3. Enter your PIN plus (#).
  4. Follow the voice prompts and then press the keys on your phone to select which option you would like.

To Access Your Voicemail by CommPortal (Web Access):

  1. Access https://www.commportal.pioneer.net from any web browser.
  2. You will be presented with a simple login box.
  3. In the Phone Number field, enter your 10-digit Voicemail box number (without dashes).
  4. In the Password field, enter your CommPortal Password.
  5. Click the Login button.

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