MBN Brukerveiledning Administrator
Contents
1. ee Pepe DYD OG Eo Sf ore rs ut Bar Document owner S lvi Korperud Bedrift AS Qraunr 972 Begni jer Ayisler Flere EEN MEF Avtale ID Shee Cech ger ater DOrganisasjonumedlemmer Endre Konfigurasjonstikgang db f rhardkere pg 0 kamier Padre Date 04 03 2013 Froffset BLEE Bad feet Fakturakopr rpl Gyldig fra ra DRA Imeranuminmer lengde i Inermnummer serier pea sm Eber 977 Jia JGS g dl podie p vises Page 5 53 Mobilt Bedriftsnett telenor MBN User Guide Administrators 3 The administration tool The administration tool opens in a separate window The figure below shows an example of the home screen Idriftsetting Katalog Menyer Tidsstyring K Operat rer Talemeldinger Musikklister Visningsnummer Organisasjonsstruktur t998877 Logg ut gt Ett eller flere produkter k er menyer etc trenger oppsett gt 5 stk menyer gt 15 stk interne brukere gt 6 stk k er svargrupper gt 3 stk eksterne kortnummer gt 6 stk operat rer gt D stk interne nummerserier gt stk hovednummer gt D stk eksterne nummerserier gt 7 stk talemeldinger gt O stk musikklister The left section of the screen displays the main MBN administration functions These comprise Fonn pen o Oversikt Overview Idriftsetting Cut over Katalog Directory Menyer Menus Tidsstyring Time control2. Avtale Oversikt Idriftsetting Katalog Velg enhet gt Menyer Tidsstyring K Operat rer Aktivbruker Dionne 95254930 94835942 EE Talemeldinger Borhaug Sigurd Bergen 41401925 67588200 Musik hite Bragseth Linn Oslo 90627834 67588200 i i Brug rd Agnar Bergen 97634981 67588210 UI yu eyes uUktur SS ME PE nd i o oe o Flannrtar linntaltar ss O kik eile DE E klikke for 3 All internal users are listed here and the administrator can limit the number of hits by specifying S k search criteria or selecting the organisational unit under lt Velg enhet gt This displays users who already have an assigned alternative display number numbers in blue in the above illustration and whether this is currently active for the user checkbox ticked to the right of the number To assign an alternative display number for a new user click on the blue text Klikk for sette In the example below user Ole Evensen needs to be assigned an alternative display number The administrator clicks on the Klikk for sette link to the right of the name and brings up the window below E Tilgjengeliggj r alternativt visningsnummer for bruker 97420463 90920056 Document owner Date Page telenor S lvi Korperud 04 03 2013 40 53 eleno MBN User Guide Administrators In order to configure values the administrator must first check the box labelled Tilgjengeliggj r alt
3. and Supporttelefon which are linked to Hovednummer Bedrift AS The status Aktiv indicates that this menu is in use in the company s setup A menu must be deactivated before it can be deleted Clicking on Legg til meny opens the Ny meny configuration window in which a new menu can be set up The steps that the administrator goes through in order to complete the menu are described on the right of this window Gi menyen et logisk navn eks Salgskontor Troms I tabellen angir du hvilke tastevalg Talemelding som avspilles mj ef Lagny innringer skal velge mellom og talemelding hvor man skal viderekobles Navn Beskrivelse angir den Manus for valgt talemelding personen funksjonen I bedriften innringer viderekobles til Type svarsted angir om man kobles til en k bedriftens hovednummer eller katalog dvs direkte til en person telefonnr i katalogen Svarsted lar deg velge riktig k nummer eller hente opp nummer person fra katalogen Tastevalg F rste gang ved ugyldig tastevalg Angi n r menyen skal v re aktiv Velg tidspunkt Angi om menyen bare skal nm brukes bestemte tidsperioder dager Hint Talemeldingen b r inneholde b de info og hvilke tastevalg innringer har velge mellom 20000 i 1 Navn The first thing the administrator does is to assign a descriptive name for the relevant menu e g Welcome to head office 2 Talemelding The next thing
4. 3 3 6 Legg til internnummer for MBN Hussentral add extension for MBN PBX In Katalog under the Privat nummerplan tab press the gear icon to access settings for an affiliated PBX number series for which an extension series needs to be added or edited Interne Eksterne Hovednummer K er Privat nummerplan gt Legg til nytt nummerintervall gt Legg til ny kortnummerserie Pbx nummerserier Oslo nr serie 1 4722391440 22391440 22391449 The Innstillinger for nummerserie screen appears Document owner Date Page telenor S lvi Korperud 04 03 2013 19 53 MBN User Guide Administrators Generelt Eksterne anrop Interne anrop Informasjon om abonnement Nummerserie 22391440 22391449 Nummerserien tilh rer hovednummer 4722391440 Tilknytningstype IP telefoni Innstillinger for nummerserie Lokasjonsnavn Oslo nr serie 1 Enhet lt Velg enhet gt Det m velges 10 sammenhengende nummer innenfor en ledig serie Internnummerserie Vis ledige Ingen andre nummerserier tilknyttet dette hovednummeret Tilbake til Katalog Enter the desired extensions in the extension number series fields Note that when you enter the first extension the system will suggest the last extension since the number of extensions must always be equal to the public number series Feel free to use the Vis Ledige link to check that the desired number series is available in the private numbering plan Regardless of wh
5. K Queue Document owner S lvi Korperud This option provides the administrator with a complete picture of services that are available in the Mobilt Bedriftsnett solution An individual service can be administered by clicking the corresponding link in the right hand screen This is the home screen This option provides the administrator with an overview of the services that need to be configured for activation Most settings can be configured via this function All telephone numbers listed in the company directory Bedriftskatalogen are listed here internal external switchboard numbers queues and private numbering plans The administrator can search for and administer users This allows the administrator to create welcome menus with key selection This function allows the operator to set up time control for services This option allows the administrator to administer the queues in terms of voice messages queue lengths caller ID queue names operators etc Date Page 04 03 2013 6 53 ene MBN User Guide Administrators Operat rer This displays an overview of the users connected to a queue Operators The administrator can add and remove users to and from the various queues Talemeldinger Voice The administrator can upload or record new voice messages for the messages service here Musikklister Playlists for music to be played to the queue can be created here The Playlists administrator can upl
6. select the Velkommen voice message to be played to callers and set up the menu structure that controls the options for the caller and the numbers to which the various options should be forwarded Talemelding Velkommen i i ol PN Navn Velkommen hl Bedrift AS 1 Gi menyen et logisk navn eks som ble spilt inn Sara Heen I 2 I tabellen angir du hvilke tasteval l punkt 6 Talemelding som avspill Vekommen oF Lagny innringer skal velge mellom og i eg hvor man skal viderekobles 3 Navn Beskrvelse angir den Manus for valgt talemelding Velkommen tl Bedrift AS personen funksjonen i bedriften rast 1 for Salg innnnger viderekobles til fast 2 for Sentralbord Type svarsted angir om man kobles fast 3 for Kundeservice til en ko bedrifters havedrummer eller katalog dvs direkte til en person teletonnr katalogen 5 Svarsted lar deg velge nktig k nummer eller hente opp nummer person fra katalogen Tastevalg Salg Katalog w 95256247 Se 2 Sentralbord Ke wl Sentrabord 3 Kundeservice Ke w Kundeservice Velg tidsstyrin 8 ty 8 F rste gang ved ugyldig tastevalg Gjenta meny av menyer og Y 8 dre gang ved ugyldig tastevalg Ko Sentrabord talemeldinger Angi n r menyen skal v re akay V lg tidspunkt 9 Configure time control Specify the times and dates during which callers should hear the Velkommen message and be offered options and when the Stengt meld
7. telenor S lvi Korperud 04 03 2013 32 53 R MBN User Guide Administrators The administrator can choose whether standard messages Standard should be used or if specific queue messages should be recorded for the various situations Specific messages and playlists can be played added by clicking the Rediger talemeldinger og musikk Edit voice messages and music link at the bottom of the page Once a new queue message has been recorded select it from the dropdown menu for the corresponding queue message Queue messages can be played back on the administrator s computer by clicking the loudspeaker symbol to the right of each message The figure below shows the K meldinger tab Innstillinger K operat rer K meldinger Overl p K velkomst Standard v mi Repeterende k melding Standard v s Musikkliste Standard v i Innenlands spr kvalg Norsk Utenlandsk spr kvalg gt Rediger talemeldinger og musikk 3 5 4 Overl p Overflow Under the overlgp tab calls to the queue that meet the following criteria can be administered e Maks k tid The threshold until the queue waiting time is reached e N r k en er full When the maximum number of callers waiting in the queue is exceeded no spaces in queue e N r ingen er p logget No operators are logged in to the queue In these situations the administrator can choose whether calls are to be forwarded or if a message should be played be
8. 6 stk k er svargrupper gt 3 stk eksterne kortnummer Katalog gt 6 stk operat rer gt O stk interne nummerserier Menyer gt 4 stk hovednummer gt O stk eksterne nummerserier Tidsstyring gt 7 stk talemeldinger K ES gt O stk musikklister Operat rer Talemeldinger Musikklister Visningsnummer pt Organisasjonsstruktur The music that you want the caller to hear when in the queue can be uploaded under the Musikklister function Selecting Musikklister opens a window displaying existing playlists e g Musikkliste ble lagret gt Lag ny musikkliste Bedrift musikkliste Inaktiv The columns display the name of the playlist and the owner Egen means it has been created by the company administrator while Brukes av indicates which queue is using the playlist Inaktiv means that it is not in use 7 Certain symbols are displayed on the right for each playlist e Clicking the fi loudspeaker plays back the music on the administrator s computer e Clicking the s symbol allows a recorded playlist to be downloaded to the administrator s computer e Clicking the u dustbin icon allows the administrator to delete a playlist Only playlists that are not in use Inaktiv may be deleted Clicking the Lag ny musikkliste Create new playlist window opens a window in which the administrator can name the playlist and upload music from a computer In the example below the new pla
9. Les inn ny vil du bli oppringt av en talemaskin Hent fil lagret p datamaskinen Nar du trykker Les inn ny vil du bli oppringt av en talemaskin Page 49 53 telenor MBN User Guide Administrators 6 Give the customer services answer group an appropriate name e g Kundeservice and add Arne Per and Helge as members of the answer group Since incoming calls are to be reported to everyone in the group simultaneously select the Ring samtidig algorithm Innstillinger K operat rer Navn Kundeservice Nummer 90229614 Talemeldinger A N r alle operatorer er Standard v td opptatte N r ingen operat rer er Standard v dd p logget Sox Sek Innstillinger K operat rer Algoritme Ring sa 9 anne 3389 90223752 7 e aviser Sew 3263 97128364 fw Hafjell Arne 11 3385 1 91395082 mi r Iverse n a 9 1 9013553 9 T ca Johnsen Helge 44 mi i a D z tage 7 Give the queue to be used in connection with the switchboard an appropriate name e g Sentralbord and add Stein Kari and Gunnar as members of the queue Stein should have priority 1 while Kari and Gunnar should have priority 2 Select the lengst ledig algorithm bringe i fe v re re medrger Document owner Date Page S lvi Korperud 04 03 2013 50 53 telenor MBN User Guide Administrators 8 Create the menu tel 95915945 by giving it an appropriate name e g Velkommen til Bedrift AS
10. answer point NB Spesialdager overrides the standard setup defined under the Ukedager tab point 4 for the relevant date In the example below the administrator wants to play a voice message when the company is closed for Easter a voice message called P skestengt has been pre recorded Document owner Date Page telenor S lvi Korperud 04 03 2013 25 53 MBN User Guide Administrators Ukedager Spesialdager gt Legg til spesialdag P skestengt l 21 04 2011 26 04 2011 Talemelding Tabellen kan inneholde maksimalt 9 rader med spesialdager Figure 11 Example of how to define specific dates 6 Once you have worked through points 1 4 and 5 if relevant remember to save the configuration by pressing the Lagre button You can always make changes afterward Document owner Date Page telenor S lvi Korperud 04 03 2013 26 53 MBN User Guide Administrators 3 4 2 Struktur Structure The Struktur tab displays a graphic representation of how the current menu is configured This provides the administrator with an overview of the solution This is illustrated below Menyer Struktur Ukedager Spesialdager Andre innstillinger ES Hovednummer 95915945 ES Tid Vanlige ukedager Ay Meny Velkommen til hovedkontor Endre Meny Eg Tastevalg 1 Sentralbord K Sentralbord 97473393 Vis Operat rer SJ Tastevalg 2 Salg K Salg 95307940 Vis Operat rer fro Tast
11. icon also displays a brief explanation of its meaning If a user s status is active out of office yellow icon the reason and duration can be displayed by holding the mouse pointer over the icon Clicking the o icon allows the administrator to arrange edit an extension number for the user neste ledige brings up the next unused extension number while Vis ledige displays number intervals from which extension numbers can be obtained edit the user name link an e mail address to the user and if required arrange an organisational unit for the user These changes are activated by clicking the Lagre Save button See chapter 3 3 5 for requirements relating to extensions The figure below shows an example of the fields used to edit an extension number Telefon 90913686 Internnr bio o Neste ledige Vis ledige Fornavn Leif Etternavn Haugen Epost hot mail com Enhet Organisasjonsniva 2 1 1 Figure 3 Edit user Clicking the F icon on the right enables the administrator to make changes to the user just as the user can do via MineSider e Set edit delete absence Frav r e Administer the user s call forwarding settings Viderekobling e Set the calling pattern for the user and activate an alternative display number Mine numre e Configure the user s Min Svartjeneste and welcome greeting Min Svartjeneste e Permit calls from undisclosed numbers Andre innstillinger Document owner Date Page
12. lands in the queue The default message is Alle v re operat rer er opptatte Du blir satt i k Vennligst vent lt musikk gt All of our operators are busy and you have been placed in a queue Please wait lt music gt Repeterende k melding Repeating message heard by the caller between music while waiting in the queue The default message is Alle v re operat rer er opptatte vennligst vent og du vil bli betjent sa fort en operat r blir ledig All of our operators are busy Please wait and your call will be dealt with as soon as an operator is free Musikkliste The music that should be played while the caller is waiting in the queue see also chapter 3 9 The default is the usual line free ring tone Innenlands sprakvalg The options here are Norsk Norsk Engelsk Engelsk or Engelsk Norsk If you select Norsk or Engelsk the voice message will only be played in the selected language for callers from Norway If you select Norsk Engelsk voice messages will be played in Norwegian first and then in English Utenlansk sprakvalg The options here are Norsk Norsk Engelsk Engelsk or Engelsk Norsk If you select Norsk or Engelsk the voice message will only be played in the selected language for international callers If you select Norsk Engelsk voice messages will be played in Norwegian first and then in English Document owner Date Page
13. order to relieve the switchboard if it is busy or unmanned If all operators are busy calls should be queued Customer Services is manned by three people Arne Per and Helge Everyone who is logged into the Customer Services answer group should be alerted to incoming calls simultaneously Calls to Customer Services do not need to be queued Sales consists of one person and one telephone number 95256247 The switchboard number within the fixed network 37089656 must be retained The company has a total of 20 employees who are to use Mobilt Bedriftsnett Proposed solution 1 Create an outline for the solution Caller Tidsstyrt Velkomsthilsen 95915945 Hovedmeny Mobilt Sentralbord Ko KREMER MEM i R i Stein 4 00 p m Dagar rr h 05 00 am gli d Fasinett hovednr 37089656 y Bolt hovednr i TEN ws S s Gunnar Mk Opening hours 4 00 pum i 08 00 am L sd 3 Svargruppe DOCK Kundeservice 3 AT gen Document owner Date Page telenor S lvi Korperud 04 03 2013 47 53 MBN User Guide Administrators Create a shopping list for Mobilt Bedriftsnett elements assuming that the company has an existing business subscription for 20 users v20 stk MB aktive brukere v 1x Mobilt Sentralbord vix Ko 1x Svargruppe v1x Tidsstyrt velkomstmeny v 1x Fastnett hovednummer 4 x time contro
14. to be set up configured Clicking the gear icon for the various services takes the administrator to the relevant configuration windows The figure below shows an example of the cut over window 94790941 4794790941 K Oppsett mangler 91675054 Kundeservice K Oppsett mangler 37089654 Hovednummer 1 Fastnett Hovednummer Oppsett mangler 91734754 Lager K Oppsett mangler 97480569 Skriv navn her Tidsstyrt Velkomstmeny Inkludert Oppsett mangler Figure 2 Idriftsetting e The Nummer column shows the number that needs to be set up this could be the number of a queue answer group menu time controlled welcome menu or fixed network switchboard number e The Navn column shows the name that is defined for the number In this example the menu with number 97480569 is lacking a name Clicking the names in the column enables you to set edit the names of the logical numbers directly e The Produkt column refers to the service that is linked to the number e The Status oppsett column indicates whether the product needs to be set up or is configured correctly OK For example a queue without operators will be listed as Oppsett mangler e Clicking with the mouse on the column containing gear icons takes the administrator to the page in which the relevant service can be configured e The Status idriftsetting column shows the status of the number and may have one of the following values D
15. 501012 Enhet Hovedkontor Innenlands spr kvalg Norsk Utenlands spr kvalg Engelsk Norsk Svarsted Svarsted type Svarsted Ved ikke svar innen 10 w sekunder Viderekobling 90928056 Ved opptatt Opptattsignal Ved ikke tilgjengelig Talemelding Sund gt Rediger talemeldinger Document owner Date Page telenor S lvi Korperud 04 03 2013 28 53 MBN User Guide Administrators 3 5 K Queue t998877 Logg ut gt Ett eller flere produkter k er menyer etc trenger oppsett gt 5 stk menyer gt 15 stk interne brukere Idriftsetting gt 6 stk k er svargrupper gt 3 stk eksterne kortnummer Katalog gt 6 stk operat rer gt D stk interne nummerserier Menyer gt stk hovednummer gt O stk eksterne nummerserier Tidsstvring S gt 7 stk talemeldinger K S gt O stk musikklister Operat rer ieee Talemeldinger Musikklister Visningsnummer Organisasjonsstruktur In Mobilt Bedriftsnett the customer can define queue settings such as queue length operators priority voice messages and so on This is done by logging in to the administration tool and then selecting the K function on the left The first thing the administrator sees is an overview of the queues that are defined for this agreement see the example below K fordeler anrop blant dem som er definert til svare en k med hensyn til om de er p logget og ledige Dersom ingen er ledige til svare sette
16. 91501012 Enhet lt Velg enhet gt Innenlands spr kvalg Norsk Utenlands spr kvalg Svarsted Svarsted type Svarsted Alle anrop Viderekobling ar 94846196 Sak Innstillingene nedenfor aktiveres for anrop som ikke besvares p svarstedet angitt for Alle anrop NB Alle anrop som f r avspilt talemelding eller viderekobles til Tidsstyrt Velkomstmeny K eller Svargruppe regnes som besvart Ved ikke svar innen 20 sekunder Ingen viderekobling Ved opptatt Viderekobling 24183001 S k Ved ikke tilgjengelig Talemelding Helgestengt drosje mi gt Rediger talemeldinger 1 Figure 8 Advanced settings for fixed network switchboard numbers Document owner Date Page telenor S lvi Korperud 04 03 2013 16 53 R eleno MBN User Guide Administrators 3 3 4 K er Queues The K er tab displays all queues and answer groups included in the contract select the K feature to see which is which Clicking the gear icon to the right of a queue answer group opens the corresponding administration window for this queue answer group see chapter 3 5 for administration of queue settings Interne Eksterne Hovednummer i K er Privat nummerplan Sentralbord 90928056 Salg 90928166 4790925424 90926424 47909256602 90928602 Kundesenter 97421341 4797421704 97421704 ft 3 3 9 Privat nummerplan Private numbering plan Under the Privat nummerplan tab the administrator can man
17. Calling 91 50 10 12 accesses a voice controlled menu enabling the administrator to make changes via telephone to the configuration of fixed network switchboard numbers and voice messages for the welcome menu and queue The administrator logs in by specifying the relevant e Queue answer group number and associated PIN for an explanation of the PIN see chapter 3 5 1 e The time controlled welcome greeting number and associated PIN for an explanation of the PIN see chapter 3 4 3 e Fixed network switchboard number and associated PIN for an explanation of the PIN see chapter 3 3 3 For K Svargruppe Queue answer group the administrator can edit internal voice messages not default standard messages that are played in connection with the queue answer group The following voice messages may be edited for the queue e Kgvelkomst queue welcome e Maks k tid maximum queuing time e Full k queue full e Repeterende k melding repeating queue message e Ingen operat rer palogget no operators logged in The following voice messages may be edited for an answer group messages recorded internally only e Alle operat rer opptatt all operators busy caller is then disconnected e Ingen operat rer palogget no operators logged in Voice messages that are not in use cannot be edited via this solution These voice messages must be edited via Min Bedrift For Tidsstyrt velkomsthilsen the voice messages are read out one af
18. MBN User Guide Administrators Product Mobilt Bedriftsnett MBN User Guide for Administrators Version 1 0 19988777 Ett eller flere produkter k er menyer etc trenger oppsett 5 stk menyer gt 15 stk interne brukere 6 stk k er svargrupper gt 3 stk eksterne kortnummer 6 stk operat rer gt 0 stk interne nummerserier Idriftsetting Katalog Menyer 4 stk hovednummer gt D stk eksterne nummerserier Tidsstyring S 7 stk talemeldinger K O stk musikklister Operat rer Talemeldinger Musikklister ET a A a a ee Visningsnummer OPEL LAAEPEE EEL EEE EE Organisasjonsstruktur Document owner Date Page telenor S lvi Korperud 04 03 2013 1 53 eleno MBN User Guide Administrators 0 1 New template used 28 01 2013 04 03 2013 Official version for launch Document owner S lvi Korperud Date 04 03 2013 Page 2 53 a4 telenor MBN User Guide Administrators Table of contents Wis Ep TS EE NE Ene ERE Er 5 SEE Ea EE REE EN EE EEE 5 gt TEN 6 31 Oversikt NNN 7 Bil MN 9 OPNE 11 DL terne TEN JV ae S earn he rdr AR 11 EE 2 CEI Ma EE EEE 13 3 3 3 Hovednummer Switchboard numbers rrrnrnnrrnnnnnrnnnnnnrnnnnnrnnnnnrnnnnnennnnnernnnnnrnnnnnsnnnnnn 15 EE EGET EEE EEE NE 17 3 3 5 Privat nummerplan Private numbering plan rrorrrrrnrnnrrrrnrnnnrrrnnnnvrrennnnnrrnnnnnserrnsnneee 17 3 3 5 1 Legg til nytt nummerintervall Add
19. age the company s extension and shortcut number series It is important to consider how the company s numbering plan will be divided up and to organise it in such a way that no series of extension or shortcut numbers overlaps with another To make this simpler and forward looking we recommend that you allocate space in the numbering plan Four different types of private numbers are used in Mobilt Bedriftsnett for this purpose e Extension interval Space in the numbering plan which is allocated to extensions for employees within the company e Shortcut number interval Space in the numbering plan which is allocated to shortcut numbers for external contacts outside of the company e Extension series for PBXs linked to Mobilt Bedriftsnett e Shortcut number series Space in the numbering plan which is allocated to a shortcut number series outside of the company There are certain restrictions regarding how numbers may be used in Mobilt Bedriftsnett Requirements for private numbering plan e Extension and shortcut numbers starting with 0 or 1 may not be used e The numbers 911 and 99x may not be used these are reserved e Extension and shortcut numbers must be of the same length 3 7 digits The length of extension numbers cannot be changed after the MBN agreement has been ordered Document owner Date Page telenor S lvi Korperud 04 03 2013 17 53 MBN User Guide Administrators When the extension and shortcut number int
20. av k ene som denne operat ren skal v re medlem av 46610271 Sentralbord A lt 95307940 Salg d 97473393 Sentralbord lt 97493177 Kundeservice lt Document owner Date Page telenor S lvi Korperud 04 03 2013 35 53 eleno MBN User Guide Administrators 3 8 Talemeldinger Voice messages t998877 gt Ett eller flere produkter k er menyer etc trenger oppsett gt 5 stk menyer gt 15 stk interne brukere Idriftsetting gt 6 stk k er svargrupper gt 3 stk eksterne kortnummer Katalog gt 6 stk operat rer gt O stk interne nummerserier Menyer gt stk hovednummer gt O stk eksterne nummerserier Tidsstyring gt 7 stk talemeldinger K M gt O stk musikklister Nnearatarar Talemeldinger MUs Rec Visningsnummer Organisasjonsstruktur The Talemeldinger function displays an overview of all voice messages included in the company s MBN solution Voice messages are used in conjunction with the Meny Tidsstyring and K functions The figure below shows an example of the Talemeldinger window gt Lag ny talemelding Velkommen til hovedkontor Velkommen til hovedkontor 95915945 Talemelding Inaktiv Stengt melding Test for NVS 94806875 Hovedkontor 95915945 Kvelds pent melding Kvelds pent 95915945 P skestengt Inaktiv Full k 2 Inaktiv This window displays the following columns Navn The name an administrator has assigned to a v
21. ce is administered via the Menyer and Tidsstyring functions One time controlled welcome menu is included in all Mobilt Bedriftsnett contracts Tidsstyrt velkomstmeny plays the caller a welcome message and allows him her to select menu options in order to reach the desired person For example Welcome to Company Ltd Press 1 for the switchboard 2 for sales and 3 for customer services Time control means that the caller will hear a different message and have other key selection options at specific times and on specific dates A menu may have up to two levels one sub menu for additional key selections A Tidsstyrt velkomstmeny may include additional menus but only one menu may be active at any one time 3 4 1 Menyer Menus You can see which menus need to be set up under Idriftsetting Cut over Clicking on the SF icon ona Tidsstyrt velkomstmeny opens the menu window The menu can also be accessed directly by clicking the Menyer function on the left of the screen Menyer Struktur Ukedager Spesialdager Andre innstillinger Menyer for 97420463 gt Legg til meny Support Supporttelefon Document owner Date Page telenor S lvi Korperud 04 03 2013 22 53 MBN User Guide Administrators The Tidsstyrt velkomstmeny window is displayed above for the name Hovednummer Bedrift AS linked to number 97420463 Two menus have been added in this example Support
22. erators who need to log in to this queue are added by clicking the Nytt medlem i kg new queue member link Operators who should no longer have access to the queue are deleted by clicking the corresponding dustbin icon in the Valg column Regarding the Lengst tilgjengelig longest available algorithm operators can also be prioritised with 1 being the highest If operators for the queue are free the call will always go to the operator with the highest priority first If two operators have the same priority the call goes to the one who has been free for the longest The administrator can see which operators are logged in to the queue and whether they are logged in via the switchboard interface mobile client or telephone console free via the Palogget column The figure below shows an example of the K operat rer tab Document owner Date Page 04 03 2013 31 53 R telenor S lvi Korperud MBN User Guide Administrators Innstillinger K operat rer K meldinger Overlap Algoritme Lengst tilgjengelig 1 A P logget telefonisk Fettersen agi 94815907 2 ar P logget PC eller App Koss 205 94815818 3 Avlogget Haugen 2 90913686 gt Nytt medlem i k 3 5 3 K meldinger Queue messages Under the K meldinger tab the administrator can define the following messages for the queue K velkomst Welcome message for this queue The message heard by the caller when he she
23. ernativt visningsnummer for bruker We must then select the type of alternative display number to be displayed The following options are available e Hovednummer Lists all switchboard numbers fixed network switchboard numbers and time controlled welcome menu in this agreement e Kgnummer Lists all queue numbers in this agreement e Andre This allows the administrator to add a number manually TODO e Innenfor nummerserie If a number series from the company s PBX is defined numbers within this series may be selected as alternative display numbers Once you have selected an alternative display number return to the previous screen by selecting Bruk The alternative display number which has just been set will be highlighted in yellow until the administrator selects Lagre at the bottom of the page Berg Hele bedrifte 90913218 37089652 Evensen Hele bedrifte 90963489 Haugen Hele Salg 90913686 37089652 The user has now been assigned an alternative display number queue number 90928166 but it is only available to the user when the administrator checks the Aktivert box Berg Hele bedrifte 90913218 37089652 Evensen Hele bedrifts 90963489 90978166 To set an alternative display number for a group it is a good idea to search for the group first In the example all users in the Salg Sales unit are to be assigned an alternative display number This is done by selecting Salg in
24. ervals are set initially extension shortcut numbers are assigned to individual users as described in chapter 3 3 1 and chapter 3 3 2 however dealers are able to import tables of user information directly into MBN via Dealeradmin The figure below shows an example of Privat nummerplan in Mobilt Bedriftsnett Interne Eksterne Hovednummer K er Privat nummerplan gt Legg til nytt nummerintervall gt Legg til ny kortnummerserie Nummerserier 200 399 Intervall for ef mn internnummer 920 989 Intervall for ef Il kortnummer In this example an interval placeholder has been entered for extensions from 200 to 399 as well as one for shortcut numbers from 920 to 989 This means that there is space for assigning additional number intervals series between 400 910 and 912 919 911 is not permitted since some telephones interpret this as an emergency number and 99x are reserved numbers Clicking on the number series in blue in the above figure brings up a list of all users assigned to this number interval Clicking on the gear symbol to the right of a number interval allows you to edit it The dustbin icon deletes the corresponding number interval all users must be removed from the interval before it can be deleted Names may only be assigned to number series not number intervals There are two options in this tab e Legg til nytt nummerintervall e Legg til ny kortnummerserie 3 3 9 1 Legg til nytt nummerin
25. ether you do this anything that is entered in the extension number fields will be verified when you press Lagre Existing users are automatically assigned extensions when this is added 3 3 6 1 Legg til ny kortnummerserie Add new shortcut number series Short number series can be defined to route to numbers outside of the MBN agreement e g to dial in number series for close partners in Norway or the company s own offices abroad MBN users will experience this as calling external contacts via shortcut numbers This feature is exactly like shortcut numbers for external contacts except that in this case shortcut numbers are converted to public numbers for a full number series This series may be of any length but the mapping between shortcut numbers and public numbers must be the same for the entire number series For example the customer has an office in Sweden with the number series 4672100400 4672100499 The office is assigned to a three digit MBN private numbering plan with the shortcut number series 400 499 This allows users to call 4672100423 via shortcut number 423 The figure below illustrates the configuration screen for the number series in the above example Document owner Date Page telenor S lvi Korperud 04 03 2013 20 53 R eleno MBN User Guide Administrators Generelt Informasjon om abonnement Nummerserie 4672100400 4672100499 Tilknytningstype Kortnummerserie til eksterne In
26. evalg 3 Kundeservice K Kundeservice 97493177 Vis Operat rer 3 Tastevalg 4 Faktura Katalog 97976326 SJikke tastet eller ugyldig valg K Sentralbord 97473393 Vis Operat rer AE Meny Kveldsapent Endre Meny J Tastevalg 1 K Kundeservice 97493177 Vis Operat rer SJ Ikke tastet eller ugyldig valg Talemelding Kvelds pent melding jf Talemelding Stengt melding FS Tid P skestengt SI Talemelding Paskestengt The administrator can click directly in the illustration in order to edit a menu or view operators linked to a queue Vis Operat rer 3 4 3 Andre innstillinger Other settings Under the Andre innstillinger you can name or edit the name of the time controlled welcome menu assign an organisational unit to the menu and administer the following PIN kode PIN 4 digits Used to administer the menu via telephone by calling number 91501012 See also chapter 4 Voice controlled menu for Administrator Innenlands spr kvalg The options here are Norsk Norsk engelsk Engelsk or Engelsk norsk If you select Norsk or Engelsk the voice message will only be played in the selected language for callers from Norway If you select Norsk engelsk voice messages will be played in Norwegian first and then in English Document owner Date Page telenor S lvi Korperud 04 03 2013 27 53 R MBN User Guide Administrators Utenlands spr kvalg The
27. fore the call is ended The default messages are Maks k tid Maksimum k tid er n dd Alle operat rer er opptatte og ditt anrop m dessverre kobles ned Maximum queuing time reached All operators are busy and we apologise that we are unable to take your call N r k en er full Alle v re operat rer er opptatte og k en er full Vennligst ring tilbake p et senere tidspunkt All of our operators are busy and the queue is full Please ring back later N r ingen operat rer er p logget ngen av v re operat rer er tilgjengelige Ditt anrop m dessverre kobles ned None of our operators are available We apologise but we are unable to take your call Document owner Date Page telenor S lvi Korperud 04 03 2013 33 53 R MBN User Guide Administrators The figure below shows a sample overflow screen Innstillinger K operat rer K meldinger Dverl p Maks k tid Talemelding A Standard PL N r k en er full Talemeklding A standard B ml N r ingen er p logget MESTE gt 90928166 Sek 3 6 Svargruppe Answer group An answer group provides similar options to K but features are more limited Incoming calls are not queued if all operators are busy but are disconnected after a voice message Nar k en er full The configuration is the same as for K see chapter 3 5 for configuration details Innstillinger K operat rer Dverl p Navn Svargruppel Nummer 91734754 Visningsn
28. ges is defined here see chapter 0 Voice controlled menu for Administrator Talemelding for ventetid p k When this option is checked callers waiting in the queue will be told an estimated waiting time before they will be answered Maks k tid The maximum number of seconds for which a call can be queued can be defined here If this threshold is exceeded the settings for Overl p Maks k tid Overflow max queue time will apply to the call see chapter 3 5 4 Ringetid per operat r In this field you can specify the number of seconds for which a specific operator s phone will ring until the call is passed to the next available operator logged in to the queue The default value is O which indicates 30 seconds of ringing time Etterbehandlingstid Specify the number of seconds for after call processing i e the length of time before the next call from the queue is routed to the operator after a call ends If the operator is logged in to multiple queues the desired after call processing time is selected under switchboard log in K ansvarlig Enter the mobile number of the person who receives an SMS notification when the last operator logs out of the queue The SMS message reads Siste operat r har logget av k med anropsnummer lt k nummer gt The last operator has logged out of the queue with call number lt queue number Automatisk operat r utlogging An upper limit can be set here for the number of consec
29. ide Administrators 1 General This user manual demonstrates how the administration tool can be used to administer the Mobilt Bedriftsnett solution The user manual does not cover ordering procedures in Min Bedrift It is assumed that the products to be included in the solution have already been ordered in Min Bedrift 2 Log in as administrator The person who is to administer the Mobilt Bedriftsnett solution can open the administration tool via Min Bedrift Log in to Min Bedrift Click the Mobilt Bedriftsnett button Mobil Telefoni Internett Fakturaoversikt P l pte kostnader mobil Kostnadsoversikt mobil Rapporter Administratorer Min profil Retningslinjer mobil Forhandlere mobil Abm pakke mobil Utstyrspakker mobil Mine kontakter i Telenor Meldinger Kampanjer Hjem gt Bedrift gt Nye abonnement Sperrede abonnement 0 Oppsagte abonnement 0 H Telefoni Ingen abonnement H Internett Ingen abonnement E L ring for Min Bedrift SDI E L ring er Min Bedrifts brukermanual Den er alltid tilgjengelig uansett hvor og n r du er innlogget i Min Bedrift Her l rer du deg p en enkel m te de Bestill nytt abonnement 2 Bestill Mobilt Bredb nd S k Bestill nytt abonnement Datakontroll Utland DataKontroll Utland beskytter bedriftens ansatte mot h ye regninger ved bruk av mobil datatrafikk i alle land utenfor Naras Tiensecten nialder far mahil
30. ing message should be played Meny Velkommen til Ukedager Spesialdager Bedrift AS som i ble laget sve punkt9 Mandag oO 08 00 16 00 Meny Tirsdag o 08 00 L 16 00 G Meny Vekommen ti Bel Onsdag o 08 00 16 00 g Meny ve vekommen ti Bel Torsdag O 08 00 16 00 3 Meny Velkommen t Be we om J gt i Talemelding redag 08 00 16 00 3 Many Ww Vekommen ti Be PE Stengt melding L rdag Talemelsing i som ble spilt inn S ndag Talemekiing punkt 5 Alle andre tidspunkter Ta making Document owner Date Page telenor S lvi Korperud 04 03 2013 51 53 elteno MBN User Guide Administrators 10 Forward the fixed network switchboard number to the menu number time controlled welcome greeting 95915945 Call forwarding is only activated on the agreed Cut over time and date Nummer 37089656 Navn Hovednummer Bedr AS Viderekoblingsnummer 85315085 5 Pinkode 1234 11 Check under the Idriftsetting function to ensure that the status of the setup is OK and that status idriftsetting is drift or Idriftsetting bestilt 90229614 Kundeservice Svargruppe OK I drift 46845751 Sentralbord Ke OK er I drift 37089656 Hovednummer Bedr AS Fastnett Hovednummer OK F drifts etting bestilt 95915945 Velkommen til Bedrift AS Tidsstyrt Velkomstmeny inkludert OK er I drift 12 Test the
31. ing information is displayed in this example Some products need to be configured set up clicking on the link opens the Idriftsetting cut over window Five menus are currently configured Six queues answer groups are available in the solution Six users are defined as operators There are four switchboard numbers time controlled welcome message fixed network switchboard numbers Seven personalised voice messages have been created No playlists have been created There are 15 internal users subscribers to this service The company directory includes four external contacts with shortcut numbers No extension number series has been defined No external number series has been defined Document owner Date Page telenor S lvi Korperud 04 03 2013 8 53 R MBN User Guide Administrators 3 2 Idriftsetting Cut over t998877 Logg ut gt Ett eller flere produkter k er menyer etc trenger oppsett gt 5 stk menyer gt 15 stk interne brukere Idriftsetting gt 6 stk k er svargrupper gt 3 stk eksterne kortnummer Katalog gt 6 stk operat rer gt O stk interne nummerserier Menyer SN gt stk hovednummer gt O stk eksterne nummerserier Tidsstyring I gt 7 stk talemeldinger K M gt 0 stk musikklister Operat rer Talemeldinger Musikklister Visningsnummer Organisasjonsstruktur EX This function window is intended to give the administrator an overview of the services that need
32. ingsnummer e Ko Svargruppe Operat rer se Tidsstyrt velkomstmeny Minst en meny m v re satt opp Oppdater Tilbake Document owner Date Page telenor S lvi Korperud 04 03 2013 48 53 eleno MBN User Guide Administrators 4 Record a voice message to be played outside of opening hours In this example the voice message is named Stengt melding and should inform the caller of the company s opening hours Navn Manus Norsk talemelding O Engelsk talemelding O Stengt melding Welkommen til Bedrift AS Vi har desverre stengt Vennligst ring igjen under pningtiden som er melom kl 8 og 16 hverdager 90128364 Velg fil Les inn Velg fil Hent fil lagret p datamaskinen N r du trykker Les inn ny vil du bli oppringt av en talemaskin Hent fil lagret p datamaskinen N r du trykker Les inn ny vil du bli oppringt av en talemaskin 5 Record a voice message to be played during opening hours In this example the voice message is named Velkommen and should present the various options for the caller Document owner S lvi Korperud Navn Manus Velkommen Velkommen til Bedrift AS Tast 1 for Salg Tast 2 for Sentralbord Tast 3 for Kundeservice Norsk talemelding Engelsk talemelding O 90128364 Velg fil Les Inn Velg fil Date 04 03 2013 Hent fil lagret pa datamaskinen Nar du trykker
33. is to record the voice message which the caller should hear when calling the head office if a message has already been recorded it can be retrieved from the dropdown menu Click the Lag ny talemelding link to record a new voice message see guide in chapter 3 8 3 Tastevalg The next step is to link the numbers behind the various key selections This is done in the lower area of the window Each row represents a key that the caller can press The first row corresponds to what should happen if the caller presses 1 the second if he she presses 2 and so on For the sake of clarity the administrator can enter a name or provide a description of key selections 1 2 and so on Document owner Date Page telenor S lvi Korperud 04 03 2013 23 53 R MBN User Guide Administrators In the next column we specify which type of answer point the key selection should point to this is to make it easier to find the answer point later Answer points may be a K The Svarsted answer point column lists the queues that are available for this agreement b Hovednummer The Svarsted answer point column lists all switchboard numbers in this agreement c Katalog To enter a specific telephone number under Svarsted This number may be internal or external d Talemelding The Svarsted answer point column lists all voice messages in this agreement e Annen meny The Svarsted answer point column list
34. kinen OQ Nar du trykker Les inn ny vil du bli oppringt av en talemaskin Enter a descriptive name for the voice message e g Velkommen til hovedkontor Welcome to head office This becomes the name of the voice message In the Manus script field the administrator can enter the wording of the voice message this is just to help the administrator while reading and then editing the voice message Voice messages can be recorded in Norwegian and if desired in English Voice messages can be uploaded as either a Lydfilfra PC Select the Velg fil button browse to the sound file on your computer and save it Files may be of type mp3 wav vma etc Save your settings b Innlesing via mobiltelefon Enter the number of the mobile phone to be called in order to record the voice message must be within the same Mobilt Bedriftsnett agreement twinned numbers will not be called select the Les inn button and follow the instructions in the incoming telephone call Save your settings The voice message will now be visible under Talemeldinger and is ready for use in Meny Tidsstyring or K Document owner Date Page telenor S lvi Korperud 04 03 2013 37 53 R MBN User Guide Administrators 3 9 Musikklister Playlists t998877 Logg ut gt Ett eller flere produkter k er menyer etc trenger oppsett R i gt 5 stk menyer gt 15 stk interne brukere Idriftsetting gt
35. lled welcome menu is included 2 Order the elements in Min Bedrift OFM and set a date for cut over of the switchboard number 3 Access the Mobilt Bedriftsnett administration tool via Min Bedrift OMF a Check that the Tidsstyrt velkomstmeny K and Svargruppe elements are set to I drift under the Idriftsetting function when they are ready to be configured b Set a date and time for Cut over of the switchboard number in the fixed network The status changes from Klar til idriftsetting to Idriftsetting bestilt Idriftsetting WW 90229614 4790229614 Svargruppe Oppsett mangler ar I drift 46845781 4746845781 K Oppsett mangler dr I drift 37089656 Skriv navn her Fastnett Hovednummer Oppsett mangler F Idriftsetting bestilt 95915945 Skriv navn her Tidsstyrt Velkomstmeny inkludert Oppsett mangler Da I drift En ordre som er godkjent skal gjennom f lgende steg for bli idriftsatt 1 Venter p oppsett 2 Klar til idriftsetting 3 Idriftsetting bestilt 4 I drift Nye nummer kan ha status I drift men mangle oppsett N r oppsett er OK og Status idriftsetting er I drift vil nummeret fjernes fra denne siden Ved Status Idriftsetting lik Ordre ikke godkjent er ordren under arbeid i Telenors systemer Vent noen minutter og trykk pa Oppdater knappen Hvis status fremdeles er den samme kontakt Telenor F lgende oppsett er obligatorisk Fastnett Hovednummer Viderekobl
36. nd during these hours the caller should hear the Velkommen til hovedkontoret welcome menu On Tuesdays and Thursdays between 5 p m and 8 p m Customer Services is open late and so a different menu Kveldsapent comes into effect During all other times and days Alle andre tidspunkter the caller should hear a message indicating that the company is closed A message called Stengt melding has been recorded for this purpose Document owner Date Page telenor S lvi Korperud 04 03 2013 24 53 MBN User Guide Administrators Ukedager Spesialdager Mandag Gi 17 F heny Velkommen til hol hul E Tirsdag 8 00 17 00 3 Meny 3 Velkommen til ho Meny Kvelds pent 1 Onsdag 8 00 17 00 Meny Velkommen til ha Torsdag 3 17 E Meny x Velkommen til ho Meny Kveldsapent kd 3 Fredag 17 F Meny Velkommen til ho l L rdag Talemelding Stengt melding Stengt melding Stengt melding hall lt Sendag Talemelding Alle andre tidspunkter Talemelding h Figure 10 Example of time control of menus and voice messages 5 Spesialdager Menus may be time controlled for up to two years in the future for specific dates that you know the company must observe be open late etc The administrator can thus set up how callers should be handled during Easter the previous summer To do this open the Spesialdager tab and enter a name duration and type of
37. new number interval cccccssseceecesseceeeeeeeees 18 3 3 6 Legg til internnummer for MBN Hussentral add extension for MBN PBX 06 19 3 3 6 1 Legg til ny kortnummerserie Add new shortcut number seriesj rrrnrrnrrnnnurrnnvnnnn 20 NTN jicara ncccsentadasuanshoratenapensonsacecseatacasaaees 22 TL Menyer NN 22 EEG GS CUI EEE 27 3 4 3 Andre innstillinger Other Settings rrrrrrrrrnrnnrrrnnnnnnrrnnnnnnrrrnnnnnrrrnrnnnerenrnneerrnrnnseennsnneee 27 ON 29 DL MV 29 3 5 2 K operat rer Queue operators rrrnrnnrrrrnrnnnnrnnnnnnrrnnnnnnernnrnnnernnnnnnerenrnnnernnsnnseeenrneeee 31 3 5 3 K meldinger Queue messages u u u d cdsssssesereeeene renere aent 32 3 54 NN NNN NG 33 3 6 NNN 34 3 7 TONN 35 38 Talemeldinger Voice messe Lav 36 3 9 Musikklister Playlists anden 38 3 10 Visningsnummer Display number rrrrronnrrnnnnnnrrnnnnnnrrnnnnnnnrnnnnnnnrnnrnnnernnrnnnsvnnnnnnennnnnnneenee 40 3 11 Organisasjonsstruktur Organisation StrUCtULe ccccccssscccceseseeeeececeeeceeeeneseeeueceseueeeees 44 4 Talestyrt meny for Administrator Voice controlled menu for Administrator rrrnnrnnnnrnr 46 A PDDE N EEE re 47 O 0 05 400 4 ee e E E EEE A E E ee ee eee 53 Document owner Date Page S lvi Korperud 04 03 2013 3 53 enor MBN User Guide Administrators Document owner Date Page telenor S lvi Korperud 04 03 2013 4 53 MBN User Gu
38. nstillinger for nummerserie Lokasjonsnavn Kontor Sverige Enhet lt Velg enhet gt Det m velges 0 sammenhengende nummer innenfor en ledig serie Kortnummerserie 400 499 Vis ledige Tilbake til Katalog The number series for the external company that you wish to include in the company s private numbering plan is defined in the nummerserie field You can give the number series an appropriate name assign a unit if required and then enter the first number in the shortcut number series that you wish to add The last number is entered automatically by clicking next to the field click Vis Ledige first if necessary to see which intervals series are available Click the Lagre button to add the number series Document owner Date Page telenor S lvi Korperud 04 03 2013 21 53 R MBN User Guide Administrators 3 4 Menyer Menus ta98877 Logg ut gt Ett eller flere produkter k er menyer etc trenger oppsett gt 5 stk menyer gt 15 stk interne brukere Idriftsetting gt 6 stk k er svargrupper gt 3 stk eksterne kortnummer Katalog gt 6 stk operat rer gt O stk interne nummerserier menyer SS gt stk hovednummer gt 0 stk eksterne nummerserier Tidsstyring KN gt 7 stk talemeldinger K gt Ostk musikklister PEE EEE EE Operaterer Talemeldinger Musikklister Visningsnummer Organisasjonsstruktur The Tidsstyrt velkomstmeny time controlled welcome menu servi
39. nummer Switchboard numbers The Hovednummer tab lists all types of switchboard numbers Tidsstyrt velkomstmeny Fastnett Hovednummer and Fastnett Hovednummer Avansert registered for the contract See an example of this tab below Interne Eksterne Hovednummer K er Privat nummerplan Hovednummer Bedrift AS Tidsstyrt Velkomstmeny 97420463 Regnskap og konomi Tidsstyrt Velkomstmeny 97420329 Teknisk Tidsstyrt Velkomstmeny 909351872 Til Sentralbordet Fastnett hovednummer 37089652 Figure 6 Example of the Hovednummer tab Clicking the icon on the right enables the administrator to make changes to the corresponding switchboard numbers In the case of time controlled welcome greetings Tidsstyrt velkomsthilsen the window described in chapter 3 4 opens In the case of fixed network switchboard numbers Fastnett hovednummer a window like the one below opens This allows the administrator to assign a name to the switchboard number this is so it is easier to remember the number e g when configuring menus The Viderekoblingsnummer indicates where incoming calls to the switchboard number in the fixed network should be forwarded routed e g to a menu The Pinkode is used in connection with voice controlled administration of switchboard numbers via a telephone number telephone number 91501012 see chapter 0 A switchboard number can also be linked to an organisational unit Enhet Nummer 37089652 Na
40. oad Music in order to create his her own playlist Visningsnummer Option allowing the employees to introduce themselves using a different Display number telephone number from the one linked to their user SIM card or telephone Organisasjonsstruktur Allows the administrator to divide Bedriftskatalogen into units Organisation structure Some of these functions are available via different screens for the purpose of simplicity of use The various functions are described in detail in the next few chapters 3 1 Oversikt Overview The purpose of this function window is to give the administrator a complete picture of the solution and provide quick access to the various services The overview essentially provides access to all main functions and services included in the solution and reflects the products covered by the contract If some services have not been activated configured this is indicated at the top of the screen The figure below shows an example of the Oversikt function Ett eller flere produkter k er menyer etc trenger oppsett 5 stk menyer gt 15 stk interne brukere 6 stk k er svargrupper gt stk eksterne kortnummer 6 stk operat rer gt D stk interne nummerserier 4 stk hovednummer gt 0 stk eksterne nummerserier 7 stk talemeldinger 0 stk musikklister Figure 1 Oversikt Document owner Date Page telenor S lvi Korperud 04 03 2013 7 53 R MBN User Guide Administrators The follow
41. ocess is described in detail below 3 3 1 Interne Internal The Interne tab enables you to search for Mobilt Bedriftsnett users within the company Enter the search term in the S k field and click the S k button or press Return to search If the company directory is divided into an organisational structure you can filter your search by selecting a unit in the lt Velg enhet gt field Search results can be sorted according to Etternavn surname Fornavn first name Enhet unit Internnummer extension and telephone number by clicking on the corresponding column name The figure below shows an example of the Interne tab Interne Eksterne Hovednummer K er Privat nummerplan lt Velg enhet gt 3 Organisasjonsniva 1 90913218 Organisasjonsniva 1 2 90963489 T Haugen Organisa Organisasjonsniv 21i 90913686 Document owner Date Page telenor S lvi Korperud 04 03 2013 11 53 eleno MBN User Guide Administrators On the far left is a status icon for internal users This icon appears in various colours indicating the following amp Green Status available the mobile phone land line phone is free Yellow The user has an active out of office notice with or without forwarding Red Status busy the subscriber is busy on a call Grey Status unknown the telephone may be switched off or out of network coverage Holding the mouse pointer over the relevant status
42. ocument owner Date Page telenor S lvi Korperud 04 03 2013 9 53 eleno MBN User Guide Administrators o Venter p oppsett This status appears for existing numbers until they are configured set up o Klar til idriftsetting This status is displayed for existing numbers that are used by the company and need to be migrated to Mobilt Bedriftsnett on a specific date and when the configuration as to how this number should be handled in MBN is in place Check the box to the right of this number and select Neste A template opens allowing the administrator to specify contact information and indicate when time and date this number should be activated in the Mobilt Bedriftsnett contract Cut over The figure below shows an example of this Legg til informasjon om idriftsetting nsket 20 01 2011 Ee Tidspunkt 10 00 Idnftsettingstdspunkt kan v re minimum 4 timer Dato fram i tid ag innen normal arbeidstid 3 16 Kontaktinformasjon For porterte nummer og Fastnett Hovedrummer m tidspunktet v re det samme som angitt ved bestilling av produktet Navn Eva Kristin Br ten Epost ek braa online no Telefon 95142830 Idnftsettingen gjelder f lgende telefonnummer Bolt Hovednummer Fastnett Hovednummer o Idriftsetting bestilt This status is displayed when the date and time of Cut over have been requested o I drift This service is ready for configuration This status is displayed for new numbers that have no
43. oice message Spr k The language that the administrator has assigned the voice message Brukes av Specify the Meny Tidsstyring or K in which voice messages are used If this has a status of Inaktiv it means that the voice message is not in use Certain symbols are displayed on the right for each voice message e Clicking the al loudspeaker plays back the voice message on the administrator s computer e Clicking the s symbol allows a recorded voice message to be downloaded to the administrator s computer e Clicking the gear symbol allows the administrator to change edit the voice message e Clicking the ui dustbin icon allows the administrator to delete a voice message Only voice messages that are not in use Inaktiv may be deleted Document owner Date Page telenor S lvi Korperud 04 03 2013 36 53 MBN User Guide Administrators To record a new voice message click on the Lag ny talemelding link This opens a new window and the example below illustrates how the voice message is recorded Velkommen til hovedkontc Welkommen til Bedrift AS Tast 1 for Sentralbord tast 2 for salg tast 3 for Kundeservice eller tast A for Faktura Norsk talemelding O velg fil Hent fil lagret p datamaskinen 95256247 Les inn N r du trykker Les inn ny vil du bli oppringt av en talemaskin Engelsk talemelding O Velg fil Hent fil lagret p datamas
44. options here are Norsk Norsk engelsk Engelsk or Engelsk norsk If you select Norsk or Engelsk the voice message will only be played in the selected language for international callers If you select Norsk engelsk voice messages will be played in Norwegian first and then in English Svarsted If one of the numbers available in the menu is a direct number for a user you can also choose what will happen if this user is busy does not answer or is unavailable Choose from e Voice message before call is ended e Forward to a specific number e Nocall forwarding call will ring for a specific number of seconds and then be ended e Busy signal plays the busy signal e Error signal In the example below Tidsstyrt velkomstmeny with logical number 97420463 has been assigned the following e thename Hovednummer Bedrift AS e if the receiver does not answer within 10 seconds on key selection the call is forwarded to number 90928056 e if the recipient is busy the busy signal is played e if the recipient is unavailable the Standard voice message is played and then the call is ended Menyer Struktur Ukedager Spesialdager Andre innstillinger Generelle innstillinger Navn Hovednummer Bedrift AS Navn p modulen Forklarende navn anbefales f eks Takturaave Nummer 97420463 Pinkode Velg pinkode 4 siffer Brukes til autentisering for administrere via telefon ring nummer 91
45. s kortnummer must have the same number of digits as extension numbers for internal users Document owner Date Page telenor S lvi Korperud 04 03 2013 13 53 eleno MBN User Guide Administrators see chapter 3 3 5 for requirements relating to extension shortcut numbers Selecting Neste ledige automatically brings up the next unused shortcut number while Vis ledige displays number intervals from which shortcut numbers can be obtained Kortnummer Neste ledige Vis ledige Nummer 91606367 Fornavn Cato Etternavn Hermansen Firmanavn Butikk AS Epost hot mail com Enhet lt Velg enhet gt The administrator can delete an external contact by clicking on the mi icon to the right of the contact The administrator can add a new external contact to the company directory by clicking the Legg til ny ekstern kontakt link filling out the form and then selecting Lagre Shortcut numbers kortnummer must have the same number of digits as extension numbers for internal users and clicking the Vis ledige link displays number intervals from which shortcut numbers can be selected see chapter 3 3 5 for requirements relating to extension shortcut numbers Internnummer Vis ledige Nummer Fornavn Etternavn Firmanavn Epost Enhet lt Velg enhet gt lege J av Document owner Date Page telenor S lvi Korperud 04 03 2013 14 53 R MBN User Guide Administrators 3 3 3 Hoved
46. s all menus This is used when a key selection should lead to a new menu only one sub menu is permitted Enter a new row new key selection by clicking the sign underneath the rows in the Tast key column The figure below shows an example of key selection Sentralbord Sentralbord Salg C salg Kundeservice Kundeservice Faktura Katalog 97976326 F rste gang ved ugyldig tastevalg Gjenta meny se Andre gang wed ugyldig tastewalg Ke i Sentralbord Figure 9 Example of how to set up key selection The administrator can use the two rows at the bottom of the key selection screen to determine what should happen if a caller makes an invalid key selection presses a key that is not defined or does not press any key The administrator can differentiate between what happens the first time an invalid key selection is made and what happens the second time In the example above the voice message is played once more for an invalid key selection and if it happens again the call is routed to the Sentralbord switchboard queue 4 Velg tidspunkt Clicking the Velg tidspunkt select time button allows the administrator to choose when a menu is active and what happens when it is inactive e g if a menu should be active during the company s opening hours but a voice message should be played when the company is closed In the example below the company has opening hours of Monday to Friday from 8 a m to 5 p m a
47. s innringer p vent Her gj res innstillinger for hvem som svarer i k er operat rer rekkef lgen og prioritet p operat rene samt meldinger info og musikk som innringere f r h re mens de venter 95307940 Salg 97473393 Sentralbord 97493177 Kundeservice 3 5 1 Innstillinger Settings Clicking the gear icon on the right opens the queue settings in which the administrator can make the following changes to the corresponding queue Navn Field for assigning or editing the name of a queue Nummer The telephone number of the queue that is being administered logical queue number K plasser The number of callers allowed in the queue at any one time is specified here All queues come with up to 10 places as standard If additional queue places are required this can be requested via Min Bedrift Online Forhandler Visningsnummer The telephone number that should be displayed on the recipient s screen when the operator makes a consultation call or outgoing call The administrator selects a number from the list of permitted numbers Document owner Date Page telenor S lvi Korperud 04 03 2013 29 53 MBN User Guide Administrators Enhet The administrator can assign a specific unit to a queue here Units are created using the Organisasjonsstruktur feature see chapter 3 11 Pinkode The PIN 4 digits used when an administrator is logging on to the voice controlled menu in order to maintain queue voice messa
48. solution by calling the number for the menu 95915945 and check that everything is working 13 On the agreed Cut over time and date Telenor ensures that the fixed network switchboard number for the company 37089656 is forwarded to the menu tel 95915945 as described in point 11 Document owner Date Page telenor S lvi Korperud 04 03 2013 52 53 R MBN User Guide Administrators 6 Questions e Dealers can contact the Telenor Dealer Service by calling 09900 End customers can contact their dealer or Telenor Customer Services on 09000 e mail 09000bedrift telenor com Document owner Date Page telenor S lvi Korperud 04 03 2013 53 53 R
49. t been cut over because the number has already been introduced in Mobilt Bedriftsnett and is ready for use o Ordren ikke godkjent This appears if an error has occurred Contact Telenor your dealer if this status persists When Status oppsett is OK and Status idriftsetting is I drift the configuration setup is valid and the number will be removed from the cut over list The number will still be available later e g via the Oversikt function The configuration of the various services is described in this guide Document owner Date Page telenor S lvi Korperud 04 03 2013 10 53 R MBN User Guide Administrators 3 3 Katalog Directory t998877 Logg ut gt Ett eller flere produkter k er menyer etc trenger oppsett gt 5 stk menyer gt 15 stk interne brukere gt 6 stk k er svargrupper gt 3 stk eksterne kortnummer Katalog gt amp stk operat rer gt O stk interne nummerserier Idriftsetting Menyer gt 4 stk hovednummer gt D stk eksterne nummerserier Tidsstyring gt 7 stk talemeldinger K M gt 0 stk musikklister Operat rer Talemeldinger Musikklister Visningsnummer Organisasjonsstruktur The Katalog function allows the administrator to search the company directory for internal users external numbers that have been entered switchboard numbers included in the contract queue numbers and number series These numbers can be administered this pr
50. telenor S lvi Korperud 04 03 2013 12 53 at eleno MBN User Guide Administrators NB This applies to users of type Aktiv bruker Users of type Medlem will have limited features The figure below illustrates the user settings Frav r Viderekobling Mine numre Min Svartjeneste Andre innstillinger viderekoble alle anrop til fritt valgt nummer Hvordan nsker du at innkommende anrop skal h ndteres dersom du er opptatt i en annen samtale og ikke svarer innen angitt tid Ved ikke svar innen sekunder Min Svartjeneste Ved opptatt Mobilsvar Alle viderekoblinger til sentralbord eller kollega sekret r skal g til f lgende nummer Sentralbord 97473393 wt Kollega sekret r 95256247 Figure 4 User settings If an e mail address is linked to a user an J icon is displayed on the far right Clicking on this opens the e mail reader with the user s e mail address in the To field 3 3 2 Eksterne External All external contacts listed in the company directory are searchable via the Eksterne tab Interne Eksterne Hovednummer K er Privat nummerplan lt Velg enhet gt gt Legg til ny ekstern kontakt Helmersen Faghandel AS 95153475 Hermansen Butikk AS 91606367 Figure 5 External contacts in the company directory ml The administrator can edit the external contact by clicking the amp icon This opens the window below in which changes can be made to fields Shortcut number
51. ter another The administrator can select the voice message that is to be edited and record a new voice message For Hovednummer i fastnett the Konverteringsnummer conversion number can be edited i e callers to the switchboard within a fixed network can be forwarded to a new number defined by the administrator Document owner Date Page telenor S lvi Korperud 04 03 2013 46 53 R MBN User Guide Administrators 5 Example This section describes an example of a customer s need for a telephony solution and suggests a procedure for configuring it in the Mobilt Bedriftsnett administration tool Customer requirements Company Ltd wishes to replace its PABX and switch to a completely mobile voice solution and has the following requirements Callers during opening hours Monday to Friday 8 a m 4 p m should have three key selection options 1 access a sales representative one answer point with number 95256247 2 access the switchboard up to three operators 3 access Customer Services up to three operators Ifno key selection is made the menu must be repeated before the call is routed to the switchboard on timeout Outside of opening hours a voice message should be played informing the caller that the company is closed and specifying opening hours The switchboard should primarily be served by one operator Stein but up to two others Kari and Gunnar should be able to log into the queue via mobile phone in
52. tervall Add new number interval The Legg til nytt nummerintervall option allows you to define and add two types of affiliations e Intervall for internnummer extension interval Used to collect extension numbers that are explicitly assigned to internal contacts This ensures that extension numbers are not scattered across the entire numbering plan and ensures that space is not given to extensions for say a large PBX series Document owner Date Page telenor S lvi Korperud 04 03 2013 18 53 MBN User Guide Administrators e Intervall for kortnummer shortcut number interval Used to collect shortcut numbers assigned to external contacts This ensures that shortcut numbers are not scattered across the entire numbering plan A maximum of 99 shortcut numbers may be assigned to external contacts the number of external contacts without shortcut numbers is unlimited in the company directory However it is possible to define shortcut number series that contain more shortcut numbers see chapter 3 3 6 1 The figure below shows an example screen for the Legg til nytt nummerintervall option Informasjon om abonnement Tilknytningstype Intervall for kortnummer fa Kortnurimerintervall z 912 919 Tilbake til Katalog Clicking Vis ledige displays number series that are not used by other number series intervals In this case there is space to assign more number intervals series between 400 910 and 912 919
53. the lt Velg enhet gt field and pressing the Search button All entries in the Sales unit are displayed Document owner Date Page telenor S lvi Korperud 04 03 2013 41 53 R MBN User Guide Administrators Endringen er lagret S k Haugen Hele Salg 909135686 Klikk for sette Koss Hele Salg 94815818 Klikk for sette Larsen Hele Salg 90962552 Klikk for sette Alle Klikk for endre alle E i If we then click the Klikk for endre alle Click to edit all link this enables you to assign a number to apply to everyone within Salg W Tilgjengeliggj r alternativt visningsnummer for bruker Hovednummer 37089652 ll K nummer 90923056 f Andre Innenfor nummerserie g Since everyone within Salg should have the same display number 37089652 the administrator selects this and clicks on Bruk If we then check Aktiver for all numbers and press Lagre everyone in the Salg unit can now use the alternative display number 37089652 Document owner Date Page telenor S lvi Korperud 04 03 2013 42 53 MBN User Guide Administrators Etternavn Fornavn Telefon Alternativt visningsnummer Klikk for endre Aktivert Haugen Hele Salg 90913686 Koss Hele Salg 94515818 Hele Salg 90962552 Klikk for endre alle GD Cie Setting the lt Velg enhet gt and S k fields to empt
54. ummer Innenlands spr kvalg Norsk Pinkode K ansvarlig Document owner Date Page telenor S lvi Korperud 04 03 2013 34 53 R MBN User Guide Administrators 3 7 Operat rer Operators t998877 Logg ut gt Ett eller flere produkter k er menyer etc trenger oppsett gt 5 stk menyer gt 15 stk interne brukere Idriftsetting gt 6 stk k er svargrupper gt 3 stk eksterne kortnummer Katalog gt 6 stk operat rer gt O stk interne nummerserier Menyer x gt stk hovednummer gt 0 stk eksterne nummerserier Tidsstyring gt 7 stk talemeldinger K a gt 0 stk musikklister Operat rer Talemerdinger Musikklister Visningsnummer Organisasjonsstruktur SS SEEDEDE ERE IS The Operat rer menu on the left of the screen gives the administrator a complete overview of the operators who belong to each queue and their priority settings The figure below shows an example of the Operat rer screen Madsen Gunnar 95254939 Salg Sentralbord Kundeservice Gylseth 90128364 Salg Sentralbord Kundeservice 95256247 Salg Sentralbord Kundeservice In this window an existing operator can quickly be added as a member of a queue maximum of 5 queues or removed This is done by clicking on the icon for the relevant operator and then checking the queue to which the operator should be added or removing the checkmark to remove the operator from the queue see example below Kryss
55. utive calls to an operator which go unanswered When this threshold is reached the operator is placed in Pause mode the operator will see a message in their browser regarding the reason for this and no new calls will be assigned to this operator until he she activates him herself again from the switchboard screen Operators who are logged in to the queue on a mobile client or telephone will receive an SMS message if they are logged out of the queue The figure below shows a sample queue settings screen Document owner Date Page telenor S lvi Korperud 04 03 2013 30 53 R MBN User Guide Administrators Innstillinger K operat rer K meldinger Overlap Navn Sentralbord k Nummer 94872141 K plasser 10 Skjul avanserte innstillinger Visningsnummer Enhet lt Velg enhet gt Pinkode Talemelding for ventetid pa ke Fy Maks ketid 3600 Ringetid per operater 25 Etterbehandlingstid 20 K ansvarlig 90817836 ly s k Automatisk operat rutlogging 2 anbefalt 3 5 2 K operat rer Queue operators The algorithm used to distribute calls for the relevant queue is defined under the K operat rer tab The following options are available e Ring samtidig ring simultaneously for all defined operators in the queue up to 10 operators The first operator who answers is assigned the call e Lengst ledig The next call from the queue is assigned to the operator who has been free for the longest New op
56. vn Til Sentralbordet Viderekoblingsnummer 90931872 S k Innkommende samtaler vil viderekoples til dette nummeret Pinkode 1234 Velg pinkode 4 siffer Brukes til autentisering for administrere via telefon ring nummer 91501012 Enhet lt Velg enhet gt Figure 7 Fixed network switchboard number Document owner Date Page telenor S lvi Korperud 04 03 2013 15 53 MBN User Guide Administrators In the case of advanced settings for fixed network switchboard numbers Fastnett Hovednummer Avansert a window like the one below opens As well as configuring fixed network switchboard numbers in this screen the administrator can determine what will happen to calls to the switchboard number in various situations such as e Noanswer within x seconds e Line busy e Unavailable Depending on the situation the following options are available Choose from e Voice message before call is ended e Forward to a specific number e Nocall forwarding call will ring for a specific number of seconds and then be ended e Busy signal plays the busy signal e Error signal You can also define the language in which voice messages are played for domestic and international calls respectively Generelle innstillinger Navn FHNR Avansert ISDN Navn p modulen Forklarende navn anbefales f eks fakturaavd Nummer 24183350 Pinkode 0000 Velg pinkode 4 siffer Brukes til autentisering for administrere via telefon ring nummer
57. y and then pressing the Search button will display all entries in the company directory again Document owner Date Page S lvi Korperud 04 03 2013 43 53 telenor MBN User Guide Administrators 3 11 Organisasjonsstruktur Organisation structure Using the Organisasjonsstruktur function the administrator can divide the company directory Bedriftskatalogen so that it fits the company s organisation better This can be used to simplify the process of searching for and administering users Under Mobilt Sentralbord the operator can limit the search to a specific organisational unit enabling continuous search if there are more than 1 000 employees The organisational structure window is opened by clicking on the Organisasjonsstruktur function A window similar to the one displayed below will open Avtale Oversikt Ny enhet Idriftsetting Katalog hann E O Hele bedriften Menyer Tidsstyring a Salg K a Support ae rie 23 Forvaltning L Helmersen Tore Faghandel AS DS Talemeldinger Musikklister Statistikk Visninasnummer Hermansen Cato Butikk AS New Learning New Learning SRG Salomonsen Ingrid Skogstad Finn Butikk AS Stornes Helene Malfint AS Svendsen Laila _ Telehuset Telenor _ Telenor Sentralbord Mobil _ K Sentralbord 4790928056 All Mobilt Bedriftsnett users are displayed in a file structure in this window As with Microsoft Windows Explorer
58. ylist is named Musikkliste 2 and three songs have been uploaded Document owner Date Page telenor S lvi Korperud 04 03 2013 38 53 eleno MBN User Guide Administrators Navn p musikkliste Musikkliste 2 03 Bend And Break mp3 07 She Has No Time mp3 11 Bedshaped mp3 Last opp filer Merk f lgende 1 N r du lagrer en musikkliste som inneholder flere sanger blir ikke navnet p sangene i den lagret Du m derfor gi listen et navn s du husker musikken den inneholder Eks Grieg Morgenstemning Lagrede musikklister kan ikke endres I stedet m du lage en ny og lagre denne FEE gt A song music file may not be larger than 25 MB in size Clicking the red icon to the right of each music file enables you to delete the relevant song Pressing Lagre saves the new playlist and makes it available in the K service Musikkliste ble lagret gt Lag ny musikkliste Bedrift musikkliste Inaktiv Musikkliste 2 Inaktiv Playlists cannot be edited once they have been saved Document owner Date Page telenor S lvi Korperud 04 03 2013 39 53 R eleno MBN User Guide Administrators 3 10 Visningsnummer Display number The Visningsnummer option allows Mobilt Bedriftsnett users to display a different number Users can then switch the alternative number on or off as necessary via Mine Sider or the mobile client Selecting Visningsnummer opens a window like the one shown below
59. you can create folders organisational units sub folders sub units and drag and drop files users into the desired folder unit Multiple recipients can be selected via Ctrl click select the top and bottom recipients in a series or Shift click when selecting multiple recipients that are not listed consecutively The figure below illustrates several organisational levels a Organisasjonaniv 1 b Organisasjonsniv 2 1 A 8 Organisasjonsniv 2 1 1 DJ Organisasjoneniv 2 1 2 DJ Organisasjonsniv 2 1 3 0 Mikkelsen Nils J rgen 0 Leines Anna _ Kristiansen P l a Crganisasionsniva 2 2 H Organisasjonsniv 2 3 Document owner Date Page telenor S lvi Korperud 04 03 2013 44 53 eleno MBN User Guide Administrators Four buttons are used to manage the organisational structure e Ny enhet Creates a new sub unit for the selected unit e Endre Select the unit that you wish to rename and then select Endre you can also double click on the unit e Slett Select the unit you wish to delete and then select Slett to delete it The unit must be empty in order to be deleted You cannot delete users e Fjern merking If a user is selected and you wish to de select them press Fjern merking Document owner Date Page telenor S lvi Korperud 04 03 2013 45 53 R MBN User Guide Administrators 4 Talestyrt meny for Administrator Voice controlled menu for Administrator
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