Welcome to Halloo! Administrator`s Guide
Contents
1. If your hunt group routing fails to find an available member you can direct the call to the voicemail of an individual or a specially created user extension for example sales voicemail by choosing the appropriate option from the dropdown menu at the bottom of this pop up dialogue box By default a failed hunt will revert to the routing instructions of the last person tried Select Save Changes before leaving this screen 2015 Halloo Communications Availability Settings for Hunt Groups User Availability Users should be instructed to make themselves AVAILABLE and Settings UNAVAILABLE at the start end of their work shifts and also when they are taking breaks Users can block or accept calls from aHunt Groupin the My Halloo summary page By blocking calls when you are unable to take calls the system will automatically go to the next person in the rollover speeding up the hunt process Barbara Jensen s x20 barbara Unknown 1 510 837 m Tel 1400 533 1470 Called x00 BusyBiz 7 missed Alice Cathcart connected to Barbara Jensen t Home EP Messages GB contacts es FE Call Log 3 User Settings GROUPS I F Halloo Customer Care mm Sales Welcome to the new Halloo activity feed The feed brings all of amp 5 your recent conversations together In one place so that you can Support be more productive in your daily communications Take notes on TO ATTENDANTS conversations monitor activity for r2. what to do when a certain action is selected Note Coordinating the greeting with events should make intuitive sense Just because a greeting says Press 1 for Sales doesn t guarantee anything will happen if you don t have a Keypress 1 event in the system New Events By creating a new event you can direct how a call is routed depending on a series of if then statements my halloo com dialog menuev new extn Main amp id gt New Event for menu Test ABC If Caller enters 0 9 No match Invalid key press Timeout seconds Transfer to x00 BusyBiz Jump to menu Dial by Name Directory Hangup Create Cancel Select the radio dial next to the appropriate If statement beginning caller enters no match or time out Enter the desired key presses or length of time before timing out in the space provided Next select the radio dial to the corresponding Then statement option transfer to jump to menu or hangup Click the Create button once you have made your selections Repeat this step as many times as necessary to trigger the routing options you desire Continued on next page 2015 Halloo Communications Set Up Auto Attendant s Continued Auto Attendant Tip Default Directories Dial by Name Dial by Extension There are two ways to go with a timeout event 1 A timeout event can be set so that the call is not disconnected if the caller does not press a vali
3. d selection 2 Not setting one requires your callers to press something in order to continue While in some cases this may be an annoyance the positive side is that it screens ROBO CALLERS So depending on whether you are annoyed by occasional ROBO CALLERS or not you can set a timeout event Two special default menus are provided for your convenience dial by name directory and dial by extension directory When the dial by name directory is activated callers can select their desired extension by dialing the letters in the associated person s name The dial by extension directory when activated allows callers to input their party s extension number directly 2015 Halloo Communications 10
4. elated calls and comment on actions or follow ups that may be required Ss BusyBiz The left column on the My Halloo website will list hunt groups to which you have been assigned You can temporarily block calls from a particular group by clicking on the small icon to the left of the group name See the green highlighted box above In the example above Barbara is accepting calls from the Sales hunt group but blocking calls from the Support group As a default all new members of a hunt group are blocked Click on the group name itself to see all members of the group and their current status 2015 Halloo Communications Set Up Auto Attendant s Overview You can set up different messages for callers to hear while their call is being routed Uses of Auto The role of the auto attendant is to route calls according to a set of rules Attendant s that you define to the correct Hunt Group and ultimately a single User Extension where a team member should answer the phone Only if that person is not available will voicemail pick up The auto attendant itself has no ability to take a message it s the voice mailbox function that is triggered when the auto attendant fails to connect to a specific user For example callers dialing one number may be routed differently than those dialing into your company via another direct inward dial line In addition callers selecting certain extensions may have different experiences depending on t
5. have a unique extension code must be listed here Under Extensions you can add anew User Group Auto attendant Fax or Conference line Add new extensions by clicking on the appropriate classification button at the top of your screen halloo Call oOo O Location Alice Cathcart Sign out e sole Extensi yA Alice Cathcart peg sacle Extensions dh New Selected rows Tel Anonymous z 3 User Group A Attend Fax X Conf Delete y Name or Description q Flags Type Name Ext DID Description ALL EXTENSIONS Main 00 18662257095 BusyBiz Extensions WF alice 01 Alice Cathcart Phone Numbers BE Sales 10 Sales Team Call Blocker 3g Support 11 Support Group tracyb 15 Tracy B barbara 20 14085338470 Barbara Jensen f charlie 21 Charlie Harper a suzanne 22 Suzanne Lee Sales_VM 29 Sales VM jennifer 40 Jennifer Killian paula 41 Paula Gordon 3 Support_Q 48 X Meet_Me 91 14085338469 Jg Cust_serv 98 Cust_serv group amp New_Orders 99 New orders fax inbox Press the Create button to finish adding the extension from each pop up dialogue box Repeat this process as many times as necessary to fit your company s needs Creating a user extension is the primary way that a real person is associated with the system Each extension is associated with a unique login to My Halloo All users have up to three forwarding numbers Home Mobile Office and a Voice Mail box 2015 Halloo Communicatio
6. he rules associated with that specific auto attendant Customize the Your new account has one generic auto attendant menu It s important Default Auto that you customize your auto attendant to fit your business needs To Attendant begin customizing your default auto attendant click on the greeting link halloo Call EFES Location ESATA Aice athcart sion out p d Rice Cae Auto Attendant new menu New Special Menu J Properties x01 alice Tel Anonymous v Extension Main x00 Phone number s 1 866 225 7095 Default menu Greeting Y B auto Attendant Save Changes 8 Advanced Rules E call tog Note Advanced rules may be in effect which override the default menu Menu Action TERR qm O E 2 Hours P play Delete Dial by Name Directory Delete Dial by Extension Directory Auto Attendant When you click on the link for the Greeting auto attendant menu the Options screen expands giving you buttons for Creating a new event Uploading audio Recording audio or Changing properties for this menu 2015 Halloo Communications Set Up Auto Attendant s Continued What Is a A menu is a recorded message that presents options to the listener for Menu example press 1 for sales press 2 for support or stay on the line for xyz A menu can be linked keypress events timeout events etc Events are the actual IF THEN instructions that tell the system
7. n Welcome to Halloo Administrator s Guide Welcome Benefits of Being an Administrator Getting Started Contents After signing up for a Halloo account you will receive a welcome email Follow the instructions to begin using your new phone services As an administrator you have all of the individual user options plus additional features that you ll need to set up for your team even if your team is really only you This user manual will help you understand the additional features that administrators set up for the team Compete all steps in the Individual User s Guide then complete the following steps to maximize the benefits of Halloo s phone system Topic See Page Common User Configurations Add Users and Extensions Add Users to Groups Hunt Group Routing Availability Settings for Hunt Groups COIN I D HR W N Set Up Auto Attendant s 2015 Halloo Communications Common User Configurations Typical User Categories Multiple Users Single Users Hunt Groups Auto Attendant Benefits of an Auto Attendant Halloo customers typically fall into one of two categories Your company has several users organized into two or three work groups that need a professional phone system solution You are working alone but want to sound like you have a larger team when customers call Either way Halloo has you covered If you are setting up the account f
8. ns Add Users to Groups Overview You can create groups such as sales customer service or returns as unique extensions see instructions above It is often easier for customers if your extension choices reflect functions within your organization instead individuals Often customers do not know the name of the individual that they need to speak with but do know what type of service they are looking to receive Adding Usersto Once you have created a group you need to add users a New Extension 5 my halloo com dialog ext newaatt type hunt Sg New Hunt Group Extension Information a e g sales e g BusyBiz Sales Extension I Time zone Fusieasten v 00 99 Time zone to display in the call jogs Create Cancel Adding Users Click the button to add users to your group DuUusyDi halloo c Location Alice Cathcart Sign out e 20 o ompanies nd D AgentConsole Extensions MyAccount Support Alice Cathcart ae 7 F x01 alice ales hunt group routing order Sequential hunt Tel Anonymous x Action x10 SALES 4a Hunt Group t t t t t Ext 22 01 40 20 41 21 Sales_VM v If hunt fails transfer to 29 Add user Select an extension Y dP Add Name suzanne alice jennifer barbara paula charlie Round robin Description Suzanne Lee Alice Cathcart Jennifer Killian Barbara Jensen Paula Gordon Cha
9. or multiple users start thinking about the major functions of your team members for example customer service sales installation For single users you ll want to consider your functional areas of your business as well The only difference is that you are the one and only member of every team These functional units along with their individual members will become hunt groups But first let s talk about the auto attendant An auto attendant is a virtual phone system feature that answers your phone with a greeting of your choice The benefits of configuring your auto attendant even if you are a solopreneur is that you Reassure callers they have reached the right number as you can set up the greeting to say Thank you for calling XYZ Company We look forward to talking with you Give the customer a better experience Using forwarding numbers without the help of the auto attendant can often lead to lag time and uncertainty for the caller While the system is transferring calls to forwarding numbers your caller is not being greeted and often hears a series of disconcerting clicks Without the auto attendant greeting callers are more likely to hang up before reaching a real person 2015 Halloo Communications TF Add Users and Extensions to Your Account Types of Extensions Adding Extensions More about Extensions Each individual group auto attendant or line that you would like to
10. rlie Harper Directly to voicemail Save Changes 2015 Halloo Communications Continued on next page to Add Users to Groups Continued Changing the Click the green up or down arrows to change the order of the group Order Deleting a Select the red x to delete a member from the group Member 2015 Halloo Communications Hunt Group Routing Overview Changing Sequence Sequential Routing Round Robin Routing Hunt Failure Set Routing Options When All Are Unavailable Default Setting Remember Once you have created a group you need to select the hunt group routing order Alice Cathcart PEN x01 alice Tel Anonymou Support hunt group routing order Sequential hunt SP add Action Ext Name _ epee x 20 barbara Hunt Group t i o1 alice If hunt fails transfer to Add user Select an extension i Select an extension Y Click the desired radio dial sequential or round robin to change the routing sequence Sequential means that the call routing will start at the top of the member s list and work down toward the bottom in order until an available teammate is found Round robin means that the starting extension will rotate and then proceed sequentially down the list until an available agent is found Once you have created a group you need to select what happens to the call if the hunt group routing does not reach an available team member
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