Confidentiality All information in this document is provided in confidence as per the terms and conditions of Wholesale Hosted Communications (WHC) and shall not be published or disclosed wholly or in part to any other party without BT’s prior permission in writing. These obligations shall not apply to information which is published or becomes known legitimately from some source other than BT. Version Control This document is controlled and issued by the BT Wholesale (BTW) Product Manager. Please ensure that you have the latest version of this document, existing Communications Providers (CP) can download this from the WHC Document Centre, and new customers should check with their Account Managers. Description of change Issue Date Published version for launch Final 1.0 04 July 2017 In support of Release BG: Added in Flexible Seating Host All changes can be seen via Track Changes. If you do not want to see the changes you can either ‘Accept’ all changes or change Review option to ‘No Markup’. Final 2.0 16 July 2017 In support of Release BG+: Updated Flexible Seating Host Updated Hunt Groups with Call Forward Unreachable Updated Music on Hold Updated Site Intercept All changes can be seen via Track Changes. If you do not want to see the changes you can either ‘Accept’ all changes or change Review option to ‘No Markup’. Final 3.0 14 August 2017 In support of Release BI: Added Bank Holidays to Holiday Schedules Final 4.0 13 November 2017
Define a distinct Call Director Portal instance for each access point. Each Call Director Portal instance has a distinct phone number and distinct attributes (for example, scope is limited to Group). Assign the Alternate Numbers to a Call Director Portal instance and define an access number for each access point. In this case, all access points share the same Call Director Portal instance configuration. For more information regarding the configuration and use of Call Director Portal instances, see the sections below. Configuration Call Director Portal – Site Feature The Call Director Portal Site Feature is available to configure in the Business Portal under: Service > Sites > Feature Settings > Call Director Multiple Call Director Portals can be created under a Site. Each of these Call Director Portals has its own Profile and Settings pages. To create a Call Director Portal click ‘Add’ Enter the required details and select a Directory Number to assign to the Call Director Portal. This will be the number that Users will dial to access the Call Director Portal to make calls or use Call Move from their Call Director Locations. Select whether the Portal will be available to the whole Customer or just the Site by selecting ‘Can Be Used By’ Enterprise or Group respectively. Call Director – User Feature The Call Director User Feature is available to configure in the Business Portal under: Employees > Feature Settings > Call Director
This feature allows the Group or Company Administrator to specify whether members of the selected Site can transfer or forward intra-group calls to external numbers. Click ‘Site Employee Calls Forwarded by Another Party’ menu on the left Select the Outside Group check box if you want to allow members of the Site to transfer or forward calls to numbers outside the Site. Clear the check box if you want to prevent transferring or forwarding of internal calls to external numbers. Click Save Configuration – Outgoing Calling Plan for an Individual User By default, the Outgoing Calling Plan you configure for a Site applies to all of the Users who are members of the Site. If required, you can apply custom outgoing calling plans to particular Users. NOTE: Custom outgoing calling plans applied to individual Users take precedence over the default outgoing calling plan applied to the parent Site. From the Site Feature Settings, Calling Plans page, click ‘Customize Users’ in box on the left Select the ‘Customize’ box in the ‘Outgoing Plan’ column for the required User. This page shows all Users that are members of the Site. Scroll to find the required User Click ‘Save’ at the bottom of the page
Custom Digit String (if configured) - Used to specify whether incoming calls to Site members that match the custom digit string are permitted Click Save Configuration – Incoming Calling Plan – User Level By default, the Incoming Calling Plan that the Group or Company Administrator configures for a given Site applies to all of the Users who are members of the Site. If required, you can apply custom Incoming Calling Plans to individual Users. NOTE: Custom Incoming Calling Plans applied to individual Users take precedence over the default Incoming Calling Plan applied to their parent Site. From the Site Feature Settings, Calling Plans page, Click ‘Customize Users’ from the Calling Plans and Activities box on the left. The Customize Settings per Activated Employee page will be displayed. Select the ‘Customize’ box in the ‘Incoming Plan’ column for the required User. This page shows all Users that are members of the Site. Scroll to find the required User Click ‘Save’ at the bottom of the page The functions in the ‘Incoming Plan’ column will now be available as a hyperlink. Click on the ‘Incoming Calling Plan’ hyperlink. The Incoming Calling Plan page is displayed. Configure the options as required. The available choices are:-
The incoming call rings all idle Members in the Hunt Group at the same time. The call is connected to the first Member to answer the call and the ringing is automatically cancelled on all the other Members. All Members are considered ‘busy’ whilst the phones are ringing. If a 2nd calls presents at the same time that all Members are ringing, the Hunt Group is considered busy and the caller will be presented with busy tone by default. Weighted The incoming call rings Members in a pseudo-random fashion according to their relative weight. Members with a higher weight are assigned more incoming calls than members with lower weights. Weights for individual Members are configured as relative percentage values in the Business Portal. Call presentation is determined by the system based of the relative weights assigned. Function - Hunt Group Features WHC Hunt Groups must be configured with a DDI/public phone numberi.e. a Pilot Number. If members of the Hunt Group do not answer an incoming call the following ‘no answer’ settings are available:- Skip to next agent after When a call is presented to a member’s phone and the Member does not answer the ringing call, the ‘Skip to next agent after x rings’ will forward the call to the next available member after the number of rings configured. For consistent operation of the ‘Simultaneous Ringing’ call distribution policy this option should be un-ticked. Forward call after waiting When a call has been ringing on available members(s) phones for the configured number of seconds, this function will forward the call to the configured destination. This is also referred to as the ‘No Answer’ forward. If Users are all busy on calls, the following ‘Call Waiting’ behaviour is available:- Call waiting When all the Members of a Hunt Group are busy the ‘Call Waiting’ functionality will allow one call to ‘call wait’ for the duration of the default call forwarding no answer timer. Call waiting is not a ‘queuing’ function.
This setting applies to: The main trunk number Any additional ‘Alternate’ numbers added to the Trunk Voicemail Attach a voicemail box to a Trunk and allow certain call types/conditions to be forwarded to a dedicated voicemail box and avoid missing customer calls. Incoming calls to the mailbox are sent to voicemail once they meet the criteria set by the administrator from within the Trunk voicemail settings page on the Business Portal. The caller is then played a greeting, system or personal, and once they have left a message they can hang up the phone to leave the message. For further options they can press # to access the following options: Record the message again – press 1 Review the message – press 2 Deposit the message – hang-up the phone The maximum length for a single voicemail is 5 minutes. Voicemails are stored on the WHC voicemail server and converted to an mp3 file if forwarded to an email address. Where a voicemail is elected to be sent to an email address, this is as a carbon copy, and the original will stay on the server until deleted by the administrator. Administrators can choose to delete messages by the following method: Directly from the Business Portal Trunk voicemail page The maximum storage capacity per voicemail box is 30 minutes. When the administrator receives a new voicemail, they can be notified by the following means: Business Portal – the Trunk Voicemail page will display total number of Read and Unread voicemails. Voicemail-to-email – the administrator can choose to have the voicemail immediately emailed over as an mp3 file. To turn on Voicemail, simply check the Turn on Voicemail box.