Company User Manual

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Contents

Business Line - Company User Manual ......................................................................................................1

1 Introduction.............................................................................................................................................4

2 Administration .........................................................................................................................................4

2.1 VPBX Administrator (Company Manager).........................................................................................4

Flow of VPBX Setup .................................................................................................................................7

2.2 VPBX Manager - Working Hours........................................................................................................8

2.3 VPBX Manager - Create Department ................................................................................................8

2.4 VPBX Manager - Extension Details ....................................................................................................9

2.5 VPBX Manager - Update Extensions............................................................................................... 10

2.6 VPBX Manager - Call Forwarding.................................................................................................... 11

2.7 VPBX Manager - List Manager........................................................................................................ 14

2.8 VPBX Manager - Sound & Settings ................................................................................................. 14

2.9 VPBX Manager - Call Conference ................................................................................................... 16

2.10 VPBX Manager - IVR Flow............................................................................................................. 19

2.11 VPBX Manager - Event Details...................................................................................................... 19

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2.12 VPBX Manager – Call Routing....................................................................................................... 19

2.13 VPBX Manager – Good Bye SMS .................................................................................................. 19

3 Reports ................................................................................................................................................ 21

3.1 Conference Details ......................................................................................................................... 21

3.2 Forwarding Details ......................................................................................................................... 21

3.3 Account Info ................................................................................................................................... 22

3.4 CDRs Details.................................................................................................................................... 22

3.5 outbound Details............................................................................................................................ 22

4 How to Use Jazz Business Line.............................................................................................................. 23

Making a Call ........................................................................................................................................ 23

Making a Call to an Extension .............................................................................................................. 23

Operator to Call Transfer ..................................................................................................................... 23

During Call Transfer to Extension......................................................................................................... 23

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1 Introduction

Jazz’s Business Line 2.0 is the most advanced, reliable and user friendly module in which a Jazz’s Customer can manage its customer data and create the complete access point for Business Line 2.0 User by registering employees and assigning them with Assign User Groups, Extension, Call Forwarding, Recording of the Menus and other capabilities that be used for the purpose of Virtual VPBX as well as a Virtual Call Center. Company Administrator can assign a flow to the customer based on their requirements and allow customer to function independently.

The panel can be accessed by entering the URL

https://businessline.mobilink.com.pk/Businessvpbx/

Note 1: Login shall be your VPBX number allocated by Jazz Note 2: Password shall be provided by your Customer Account Manager Note 3: If you are unable to access this portal, please contact your Customer Account Manager assigned by Jazz.

2 Administration

2.1 VPBX Administrator (Company Manager)

The first view after login into the platform will be of the Dash Board.

The Dash board gives the overall view of

1. Total Incoming Calls (During last 30 days) 2. Total Incoming Minutes (During last 30 days)

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3. Total Outgoing Calls (Including Extension to Extension and Bolt-On Minutes) 4. Total Outgoing Minutes (Including Extension to Extension and Bolt-On Minutes) 5. Package Detail (Bolt-On/Bundle that Company has purchased) 6. Minutes Consumed (from the Bolt On and/or Bundle) 7. Registered Extension (Total Purchased Extensions) 8. Conferences (Total Conferences Set)

On the right hand side are the following Tabs

- Home

Dashboard

- VPBX Manager Working Hours

(Setting up the working hours as per Company)

Create Departments Extension Details Update Extensions Call Forwarding List Manager Sound & Settings Call Conference IVR Flow Event Details Call Routing Good Bye SMS

(Defining Departments in the Company) (Extensions made available in the portal by Jazz) (Update the extension of a user/users) (Defining Call Forwarding) (Defining White List and Black List) (Setting up the IVR Flow as per Company) (Setting up call conferencing’s) (Defined Company IVR Flow) (Created Events and Timings of the events) (Setting up call routing on input DTMFs) (Send Good Bye or Thanks you SMS on call hanging)

- Reports Conference Details

(Details of the Conferences)

Forwarding Details Account Info CDR Details Outbound Details

(Details of Call Forwarding) (Account information details) (Details of the Call Data Records) (Details of All Outbound Calls)

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start

end

Create

Flow of VPBX Setup

Call Routing and

Management

Upload Sound Files

Set Working hours and Holidays

Add MSISDNs to

Departments

Departments Create Users

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2.2 VPBX Manager - Set Working Hours

VPBX Manager -> Set Working Hours

The purpose of Working Hour is to enable Company admin to set their working hour.

2.3 VPBX Manager - Create Department

VPBX Manager -> Create Department

Step 1: Enter Department Name Step 2: Upload Voice File Step 3: Click Create

Department can be activated or deactivated according to the required departments.

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2.4 VPBX Manger – Extension Details

VPBX Manager -> Extension Details

Verify the Extensions allocated along with Extension Number, Department, Designation, Mobile Numbers, and Name etc.

Important Note: Please assign Number(s) for the Operator/Receptionist of the Company by selecting Select Operator Tab against the extension number.

Note: In case of any issue, please contact your Jazz Representative

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2.5 VPBX Manger – Update Extension

VPBX Manager -> Update Extensions

Incase multiple extension numbers are required to be updated.

Step 1: Download File from the Portal Step 2: Enter Data in the provided format Step 3: Save the file on the Desktop in the same format (DO NOT CHANGE THE FILE FORMAT) Step 4: Click Choose File from the Desktop Step 5: Upload Step 6: Verify the Extension Details by performing steps in 2.4 of the manual. Step 7: Select File

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2.6 VPBX Manager – Call Forwarding

VPBX Manager -> Call Forwarding

Purpose: Establish Call Forwarding on the Extensions

Step 1: Assign the Type of Call Forwarding There are 4 Types of Call Forwarding

Unconditional All call will be forward. Busy Only those calls will be forward when the calling Party number is on another call. Time Out Only those calls will be forward when the calling Party number didn’t pick up the call. Unavailable Only those calls will be forward when the calling Party number is not responding.

Step 2: Assign the Number on which the Call Forwarding needs to be enabled in Call Froward From Field. Enter the number where you want to put forwarding on. This number must exist in subscriber form of the respective company.

Step 3: Assign the Number on which the Calls will be forwarded in Call Forward To Field. Enter the number where you want to forward the call. This number must exist in subscriber form of the respective company.

Step 4: Assign Dates in which you want the call forwarding to be implemented. Select the During Period time range for the active configuration of Call Forwarding. Only the time period set in

this configuration will activate the settings for call forwarding tab.

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Step 5: (Optional) Activate Play Prompt If Admin wants to activate a special prompt to play select Play Sound Prompt

Step 6: (Optional) Browse and select Sound Prompt to Play Browse your computer and must upload the sound file in the following format.

Voice File Format: .wav

Channel: Mono

Bits per sample: 16 Audio Sample Rate: 8 kHz

Step 7: Submit to Activate the Call Forwarding Click Submit to activate the Call Forwarding Feature.

2.7 VPBX Manager - List Manager

VPBX Manager -> List Manager

The purpose of List Manager to enable Black List and White List on the Free Inbound Calling Solution Suite, To

access the List Manager, please select List Manager Option.

Step 1: Assign the Name of the List

Step 2: Select Mode of Listing

There are 2 options available

- White List (List of Numbers that are only allowed to make calls to the company or Company members can call that number)

- Black List (List of Number that are not only restricted to male calls to the company or company members can call them)

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Step 3: Browse the File on your computer by clicking File Input

Step 4: Click Submit to Create the List of your choice.

How to Create a List in CSV Format

1. Open MS Excel. Create new excel file. The file need to be uploaded successfully, you should add “caller_id” in the first row.

2. You can add the single number in single row 3. For more than one numbers yon need to add your desired numbers from second row & so on. 4. Save the excel file in “<any name>.CSV” format. Uploading of the file other than “.CSV” will not be accepted.

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2.8 Sound and Settings

VPBX Manager -> Sound and Settings

The purpose of Sound & Settings is to enable Company admin to create the welcome message as well as play

other messages on the company VPBX. The Sound & settings page hold all the default prompts audio any

changes and events based notification are made on this page.

Note: All Files must be in the below mentioned format.

Voice File Format: .wav Channel: Mono

Bits Rate: 16 Audio Sample Rate: 8 kHz

Changing Default Prompts To change the default prompts “All Time” check box should be checked and audio files should be selected to their relevant headings.

Adding Special Event Prompts Prompts for special event can be created and edited .To create an event it requires “name” and the “duration period” of the event, audio files can be selected during the creation of event and set accordingly.

Changeable Files

Main Menu - The Main Menu Voice Files include the welcome note, company name and names of the departments,

Operator Extension and Extension Calling. It is the identity of the company.

Off Time - This Voice file is used after office Hours, usually applied after 6pm onwards to communicate that the office

is no longer operational for the day.

Bye - This Voice file at the end of the call for the purpose of communicate pleasantries to the caller.

Feedback - Incase company admin want to take the feedback from the customer, this voice file is updated.

Recording - Incase company admin wants to use a special recording of Voice Messages; this voice file is updated.

Music on Hold - If the company admin wants special music on hold including advertising of the company products this voice

file is updated.

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Call Forwarding - If the company admin wants special music on call forwarding including advertising of the company

products this voice file is updated

Custom Voice Prompts - There are 3 custom voice files that can be added in the system and can be used in special categories.

Step 1: Check All Time

- Add Company Welcome Prompt in (Input Main Menu Wav File) - Welcome to the <<Company Name>>

Step 2: Click Update

Main Menu will be updated

Note: The file Format shall be Sample Rate: 8 KHz, Bits per sample: 16

with .Wav Format

Optional Features:

Off Office Menu Office Timings Step 1: Create Event Name “Off Office Timings”

Step 2: Select Date Range for Off Office Timings

Step 3: Upload File for Off Office Timings

Step 4: Click Upload

Bye Menu Step 1: Upload File for Bye Step 2: Click Upload

Feedback Menu Step 1: Upload File for Bye Step 2: Click Upload

Record your Message Step 1: Upload File for Bye Step 2: Click Upload

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Music on Hold Step 1: Upload File for Bye Step 2: Click Upload

Call Forward Step 1: Upload File for Bye

Step 2: Click Upload

Note: The file Format shall be Sample rate: 8 KHz, Bits per sample: 16

with .Wav Format

Note: Multiple files can be uploaded in single time.

2.9 VPBX Manager - Conference Call

VPBX Manager -> Conference Call

Intercompany call conference feature used in significantly VPBX. Through this feature, only VPBX ADMIN can

setup the call conference bridging within the listed subscribers in any company account.

Note 1: * fields are mandatory.

Note 2: In conference, maximum 4 participants are allowed.

Note 3: In conference, at least 2 participants are required.

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Step 1: Select the users which will be part of the conference from to category

Step 2: Enter the subject of the conference call

Step 3: Set Duration of the Conference Call Set the time range when you want to start the conference.

Step 4: Set Reminder (Optional) The reminder can be sent using the following - SMS - NOTE: The reminder notice by SMS is not applicable for the customer yet.

Step 5: Set Number of Retries for the reminder Number of Retry: set the number to how many times you want to send the reminder notices.

Step 6: Click the Add Conference button to schedule the Conference Call Step 7: Set Numbers for the Conference Call Engage by Dialing Enter into Conference call: Dial Master Number AND then enter in the conference by dialing 333.

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2.10 VPBX Manager – IVR Flow

VPBX Manager -> IVR Flow

IVR Flow is the newest feature used in VPBX. Through this feature, only VPBX ADMIN can setup the call IVR flow.

Within the listed subscribers in any company account

2.11 VPBX Manager - Event Details

VPBX Manager -> Event Details

Special event list will show here. To create an event it requires “name” and the “duration period” of the event,

audio files can be selected during the creation of event and set accordingly.

NOTE: Use 2.8 Sound & Settings Section.

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2.12 VPBX Manager - Call Routing

VPBX Manager -> Call Routing

Purpose: Establish Call Forwarding on the Desired Extensions

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2.13 VPBX Manager - Good Bye SMS

VPBX Manager -> Good Bye SMS

Purpose: Setting up Good Bye SMS that will be sending on call hanging.

3. Reports

3.1 Conference Details This report allows the company admin to view all the conferences that have been arranged.

3.2 Forwarding Details This report communicates the call forwarding that has been set up by the company administrator.

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3.3 Account Info This report communicates the usage against the package that has been purchased by the company.

3.4 CDRs Details This report communicates the call data records.

3.5 Outbound Details This report communicates the outbound call data records.

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4. How to Use Jazz Business Line

Making a Call

In order to make an outbound call from your Business Line Solution; dial 66 followed by Mobile

Number.

Format Example: 6603001234567

Making a Call to an Extension

In order to make a call from your Business Line Solution to an extension; dial 550 followed by

Extension Number.

Format Example: 5501101

Operator to Call Transfer

In order to forward an incoming call from your extension to some other extension; dial 0 followed by extension

number.

Format Example: 0 1101

During Call Transfer to Extension

In order to Transfer a conversation to someone else extension to some other extension; dial 0 followed by

extension number.

Format Example: 0 wait for prompt and then 1101

Call Voice Recording and CRDs Regulations for Jazz – Business Line

CDRs

CDRs will be available for 60 days on the web portal and after 60 days CDRs will be offline and cannot be accessible by

customers.

Call Voice Recording

All incoming calls through Master Number will be recorded and it will be available for 30 days on the web portal. After 30

days call voice recording will be offline and cannot be accessible by customers.

NOTE: Once account is unsubscribed then no previous data will be available for that account.