Assistant Help Guide

Group

• Profile

  The Group section manages settings and configurations for groups.

  • Administrators

  The Group Administrator in BroadWorks is a user role with administrative privileges at the group level.
  This role allows users to manage group-specific settings and services, including user profiles, call routing, and feature assignments.
  Group Administrators can add or remove users, configure call control settings, and manage resources for the group.
  

  • Call Processing Policies

  • Licenses

  • Numbers

  • Devices

    The Devices page allows you to manage functions such as Shared Call Appearance (SCA), Speed Dial (SD), and Busy Lamp Field (BLF) for your group’s users’ phone keys using Visual Device Management (VDM).

    How to assign functions (SCA, SD, or BLF) to a user’s phone:

    1. Select the user and click Manage.
    2. Click a line key or soft key on the phone image. A pop-up will appear corresponding to the key clicked.
    3. Click the Button Configuration drop-down, select an action from the list, and click Save.
    4. Click Save again for the change to take effect on the phone.

  • Directory

  • Schedules

    The Schedules page allows you to view and manage schedules for the group.

    To add a new schedule:

    1. Click the “+” button and specify the Schedule Name and Schedule Type.
    2. Click Details to configure the schedule.
    • For Time Schedule: Configure the Operating Hours by checking the box corresponding to the day of the week and sliding the round button to indicate the operating hours. Click Save.
    • For Holiday Schedule: Add an event by clicking the “+” button, then specify:
      • Event Name
      • Start date & time
      • End date & time
      • Specify if it is an All Day event
      • Select the recurrence pattern
      Click Save.

    To edit a schedule:

    1. Click the settings wheel icon of the time or holiday schedule you want to edit.
    2. Click Save.

    To delete a schedule:

    1. Click the delete icon corresponding to the time or holiday schedule you want to delete.
    2. A pop-up will appear for you to confirm the action.
    3. Click Delete or Cancel.

  • Departments

  • Announcement Repository

    Announcements allows you to manage all audio announcements for a group.

    To add an audio announcement:

    1. Click the “+” button.
    2. The Add Announcement page will appear. You can drag and drop a file or browse for a file from your computer.
    3. Click Save.

    To delete an audio announcement:

    1. Click the delete icon corresponding to the announcement file you want to delete.
    2. A confirmation pop-up will appear.
    3. Click Delete to remove the file or Cancel to keep it.

  • Device Profiles

  • Account Authorization

• Entities

  • Users
  • Hunt Groups
  • Call Centers
  • Auto Attendant
  • Collaborate Bridges
  • Group Paging
  • Meet Me Conferencing
  • Trunk Group

• Features

  • Group Night Forwarding

  • Music On Hold

    Music On Hold allows you to select an audio file, for example, music or advertising, that is to be played for callers on hold. This service can be used in conjunction with the Call Hold and Call Park services.

    To enable or disable Music on Hold for a service:

    • Select or deselect the toggle button for that service.
    • Enable: Enable music during Call Hold
    • Enable for Call Park: Enable music during Call Park
    • Enable for Camp On: Enable music during Busy Camp On

    To change the source of the Music On Hold message:

    • Select System for system-defined music.
    • Select Custom to use a custom music file and then choose an audio announcement from the Media drop-down list.

    NOTE: An announcement must be added to the announcement repository before it can be used in a service. For more information, see the Announcements section.

    Click Save for the changes to take effect.

  • Virtual Extensions

  • Common Phone List

    The Common Phone List allows you to store frequently called numbers for the group. You can also quickly add numbers to this list by importing a phone list from a CSV file.

    To add a number:

    • Click the “+” button.
    • Enter the Name and Phone Number in the corresponding boxes.
    • Click Save.

    To delete a number:

    • Click the delete icon corresponding to the entry you want to remove.
    • A confirmation pop-up will appear.
    • Click Delete to confirm or Cancel to abort.

    To import a file of numbers:

    • Click the upload/import icon.
    • The Upload File page will appear. You can drag and drop a file or browse for one from your computer.
    • Click Import.

    Required format for the import file:

    "Name","Number"
    "Justin S Bieber","403-600-3000"
    "Jennifer M Aniston","587-390-2529"
    "Joey W Triviani","587-390-9520"
    "Chinandler B Bing","403-600-1234"
    "Brenda A Starr","403-500-1234"
                

    To modify or delete a number:

    • Click the edit icon.
    • The Edit Directory Entry page will appear. Modify the entry as needed.
    • Click Save to apply changes or Cancel to discard.

  • Intercept

  • Call Pickup

    The Call Pickup service allows users to answer a call that is ringing at another extension within their call pickup group. If multiple phones are ringing, the call that has been ringing the longest will be picked up first.

    Once a call is picked up from another extension, the original ringing extension becomes available for new calls.

    The Group Administrator can manage the Call Pickup settings.

    To add a call pickup group:

    • Click the “+” button.
    • Enter a pickup group name and click the Assign Users button.
    • Select the check box for each user to be added to the call pickup group.
    • Click Save.
    • Click the Save button at the upper right-hand corner of the page.

    To modify or delete a call pickup group:

    • Click the edit (pencil) icon to modify the group.
    • Click the delete icon to remove the group.

  • Call Park

    The Call Park service allows users to park a call so that any member of the group or enterprise can retrieve it using the Call Park Retrieve function.

    A call can be parked against any user within the group or any other group within the enterprise, including the user who parks the call.

    However, a user can only have one call parked at a time.

  • Inventory Report

• Analytics

• EMU

User

• Profile

  The User section manages configurations and settings specific to users.

  • Greeting

    Greetings allows users to upload personal audio files as greetings for their voice messaging box.

    • Disable Deposit Message
      Toggle the Disable Deposit Message option on or off to prevent callers from leaving messages. Choose between Disconnect and Forward from the drop-down menu:
      • Disconnect: Ends the call after the greeting plays.
      • Forward: Redirects the call to a specified number after the greeting plays.
    • Busy Greeting
      Choose whether callers hear the Default system greeting or a Personal greeting when the user’s phone is busy.
      • Default Greeting: Callers hear the system’s standard greeting.
      • Personal Greeting: Select an audio file from the drop-down list. (You must first add the file to the user’s Announcement Repository.)
    • No Answer Greeting & Extended Away Greeting
      Set the number of rings before the greeting plays using the Number of Rings Before Greeting drop-down menu.
      • Extended Away:
        • Toggle on Extended Away if you want callers to hear an extended-away greeting.
        • To disable message deposit while away, toggle on Disable Deposit Message.
        • Select a greeting from the Audio drop-down list.
        • Click Save at the top-right corner of the page.
      • No Answer Greeting:
        • Select whether callers hear the Default system greeting or a Personal greeting.
        • Default Greeting: Callers hear the system’s standard greeting when there is no answer.
        • Personal Greeting: Choose an audio file from the drop-down list.
        • You can configure up to three alternate greetings by selecting files from the Audio drop-down lists.
        • Click Save at the top-right corner of the page.

  • Devices

    The Devices page allows you to manage functions such as Shared Call Appearance (SCA), Speed Dial (SD), and Busy Lamp Field (BLF) for your Group’s users’ phone keys using Visual Device Management (VDM).

    How to assign functions, SCA, SD, or BLF to the user’s phone:

    1. Select the User and click Manage.
    2. Click a line key or soft key on the phone image. A pop-up will appear corresponding to the key that you clicked.
    3. Click the Button’s configuration drop-down and select an action from the list. Click Save.
    4. Click Save again for the change to take effect on the phone.

  • Directory

    The Directory displays your organization’s directory listing.

  • Logs

    Logs display the last 20 records of your received, missed, and placed calls.

  • Intercept

  • Schedules

    Schedules allow you to manage your schedules, which are used in services such as Call Forwarding Selective or Priority Alert to specify when the service action (e.g., forwarding calls, ringing the phone) should take place. You can view, but not modify, the schedules defined for your group.

    To add a new schedule:

    1. Click the “+” button, specify the Schedule Name, and select the Schedule Type.
    2. Click Details to configure the schedule:
       • Time Schedule: Configure the Operating Hours by checking the box corresponding to the day of the week and adjusting the time slider. Click Save.
       • Holiday Schedule: Click the “+” button to add an event. Enter the Event Name, Start Date & Time, End Date & Time, select whether it’s an All Day event, and choose the recurrence pattern. Click Save.

    To edit a schedule:

    1. Click the settings wheel icon of the time or holiday schedule you want to edit.
    2. Click Save.

    To delete a schedule:

    1. Click the delete icon corresponding to the time or holiday schedule you want to delete.
    2. A confirmation pop-up will appear.
    3. Click Delete to confirm or Cancel to dismiss.

  • Announcements

    This is the announcement repository where all your announcements can be viewed and maintained.

    To add an audio announcement:

    1. Click the “+” button.
    2. The Add Announcement page will appear. You can drag and drop a file or browse for a file from your computer.
    3. Click Save.

    To delete an audio announcement:

    1. Click the delete icon corresponding to the announcement file you want to delete.
    2. A pop-up will appear for you to confirm the action.
    3. Click Delete or Cancel.

  • Call Processing Policies

  • Registrations

  • Voice Management

    Voice Management allows you to configure how your voice messages are handled.

    • Set up your voice messaging options.
    • Enable notifications for new voice mails.
    • Configure carbon copies of voice messages.
    • Allow callers to press 0 to reach an alternate location.

  • Voice Portal

    The Administrator uses this page to use a recording of the user’s name option.
    When a call is connected to Voice Messaging, the user’s name is announced to the caller.
    Personalized names can also be recorded or deleted using your telephone through the voice portal.
    Select the announcement containing the recorded name from the drop-down list.
    The drop-down list includes the announcements in the Announcement Repository.
    An announcement must be added to the repository before it can be used in a service.

  • Greetings

    The Greetings page allows the user to upload personal audio files as greetings to use when people reach their voice messaging box.

    Disable Deposit Message:

    • Toggle on/off the Disable Deposit Message option to prevent callers from leaving messages for the user.
    • Select between disconnect and forward from the drop-down menu to disconnect the call after the greeting message has played or to forward the call to a specified number after the greeting message has played, respectively.

    Busy Greeting:

    • Select whether you want callers to hear the default greeting or the personal greeting for the user.
    • If you choose the Default greeting, callers hear the system’s standard greeting when the user’s phone is busy.
    • If you choose Personal greeting, select a greeting from the Audio drop-down list. To be able to select an announcement file from the list, you first need to add it to the user’s Announcement Repository.

    No Answer Greeting and Extended Away Greeting:

    • Set the number of rings the callers hear before the user’s greeting plays. From the “Number of Rings Before Greeting” drop-down menu, select the number of times you want the user’s phone to ring before callers are directed to their Voice Mailbox.
    • Toggle on the Extended Away option if you want callers to hear the extended-away greeting for the user.
    • Toggle off the Extended Away option if you want callers to hear the no-answer greeting for the user.

    If you selected Extended Away, set the following:

    1. If you would like to disable message deposit when the user is away, toggle on the Disable Deposit Message button.
    2. Select a greeting from the Audio drop-down list.
    3. Click the Save button at the upper right-hand corner of the page.

    If you selected No Answer Greeting, set the following:

    1. Select whether you want callers to hear the Default system greeting or a Personal greeting for the user.
    • If you choose Default greeting, callers hear the system’s standard greeting when the user does not answer their phone.
    • If you choose Personal Greeting, select a greeting from the Audio drop-down list.
    • You can select up to three alternate greetings. For each alternate greeting you wish to configure, select a greeting from the corresponding Audio drop-down list.
    2. Click the Save button at the upper right-hand corner of the page.

  • Call Waiting

    This feature allows the user to receive another call while already on the phone.

    The default for this service is “On”. You can toggle this off as required. The changes must be saved to take effect.

    When this service is on and the user receives a call while taking another, the user hears a beep. The user can put the first call on hold to answer the incoming call.

    When this service is turned off, the caller hears a busy tone or is redirected to voicemail, if the callee has the voicemail feature turned on.

  • Directed Pickup With Barge In

  • Call Transfer

  • Charge Number

  • Hoteling Guest

  • Push To Talk

• Incoming Calls

• Outgoing Calls

Advanced

• Busy Lamp Field

  The Busy Lamp Field feature allows users to monitor a list of people in the organization so they can see when they are busy or free.

  Only the Group Administrator is allowed to create a list by assigning BLF keys on the user’s desk phone using the VDM (Visual Device Management).

  To enable visual notifications for calls being parked or no longer parked against monitored users, check the Enable Call Park notification box. De-select the box to stop the notifications.

• Office Anywhere

  The Office Anywhere service allows a user to use one or more network locations, also referred to as BroadWorks Anywhere locations, as extensions to the user’s profile.

  When a number is added in Office Anywhere, an incoming call to the primary line will ring both the primary number and the number added in the Office Anywhere location. Once the call is answered in either location, the other line will stop ringing.

• Analytics

• EMU

Hunt Groups

Profile

• No Answer Settings

• Not Reachable Settings

• Hunt Group Members

• Other Settings

Call Queuing/Call Centers

Auto Attendants

• Profile

  Profile Allows you to display and configure the name of the Auto Attendant.

• Licenses

• Menus

• Sub Menus

  The Administrator uses this section to view the list of submenus defined for a selected Auto Attendant. From this page, you can also add, modify, or delete submenus.

  You can create up to 150 submenus for an Auto Attendant.

  How to define a new submenu for a selected Auto Attendant?

  • Click the SubMenu badge and then click the “+” icon to add a submenu.
  • In the Sub Menu Name text box, enter a name for the new submenu.
  • To configure the SubMenu’s greeting and dialing menu, follow the procedure in the Business Hours section’s How to set up a greeting and dialing menu for an Auto Attendant – Standard.

• Charge Number

Collaborate Bridges

Group Paging

• Profile

  • Group Paging Originators

  • Group Paging Targets

Meet Me Conferencing

• Profile

  Meet-Me Confernece Bridges allows you to view and activate Meet-Me conference bridges for your group.The Profile section allows you to:

  1. Display and configure profile information
     • Update the Calling ID First Name & Last Name.
  2. Restrict the length of scheduled conferences created on this bridge.
     • For Maximum Scheduled Conference Duration <X> hours <Y> minutes, select the hours and minutes from the drop-down lists.
     • Note 1: The maximum duration of a scheduled conference cannot be set to a value lower than the longest existing scheduled conference on this bridge.
     • Note 2: Maximum Scheduled Conference Duration cannot exceed the Maximum Conference Duration (if configured).
  3. Allocate ports to this conference bridge.
     • In the Allocated Ports input box, specify the number of ports to allocate to this conference bridge.
     • You can select Unlimited (if available) or enter a specific number of ports.
  4. Allow individual outdial.
     • To enable out-dialing to individual participants, toggle ON/OFF the Allow Individual Outdial option.
  5. Restrict the length of conferences created on this bridge.
     • Check Maximum Conference Duration <X> hours <Y> minutes and select the hours and minutes from the drop-down lists.
     • Note: The maximum duration of a conference cannot be changed to a value lower than the longest existing scheduled conference on this bridge.
  6. Enable a warning prompt.
     • Check Play Warning Prompt <X> minutes before the conference ends and select the number of minutes from the drop-down list.
     • When enabled:
       • For scheduled conferences, a warning message is played <X> minutes before the scheduled end.
       • For reservationless conferences, a warning message is played <X> minutes before the Maximum Conference Duration (if configured). If not configured, no warning message is played.

• Users

  The Group Administrator can specify which users are allowed to host conferences on this bridge.

  To assign conference hosts:

  1. Click the Assign Users button.
  2. From the drop-down list, select the checkboxes of the users to assign as hosts.
  3. Click Save, then click the Save button at the upper right-hand corner of the page.

  Once assigned as conference hosts, users can:

  • Schedule, manage, and delete conferences.
  • Listen to recorded conferences.

• Announcement Repository