Shaw Business Hosted PBX User Guide
Contents
1. Line ID Blocking Con Son Feature Access Code s Calling Line ID Blocking Interrogation 54 Calling Line ID Blocking per Call OL Calling Line ID Blocking Persistent Activation io Calling Line ID Blocking Persistent Deactivation 31 Personal Phone List This phone list enables users to dial any other member of their business group by selecting from a list of names on their Call Manager The list also serves as a searchable company director listing names numbers and email addresses Each user added to the group is automatically added to this list Also included are the extensions for reaching the Auto Attendant s Hunt Group s and the Voice Portal when applicable gt Add a new contact gt Click Add The Personal Phone List Add page appears 11 Managing Outgoing Calls Modify contact information gt Click Edit beside the name or number you want to change The Personal Phone List Modify page appears Delete a contact from your list gt Click Edit beside the name or number you want to delete The Personal Phone List Modify page appears Or check the Delete check box next to the contact to delete Save your changes gt Click Apply or OK gt Apply saves your changes gt OK saves your changes and displays the previous page To exit without saving select another page or click Cancel to display the previous page WARNING This action cannot be undone Once you click Apply or OK the contact is permanently delete2. 912319 15873912319 4036485826 ovzez01s S8 riginating oos ves For customer care and technical support Call 1 877 742 9249 Email inquiries shawbusiness ca Follow us on Linkedin linkedin com company shaw business
3. Shaw Business SmartVoice Online Feature Management User Guide Contents Sirah OVS ENa User Portal US Sr IIA aaa cunetas cuenca conetculs picada cali epica eatin uepicada calce picada creian 3 Earle o A e e Eno on 3 Cala Pe HIN Sustanciador iii A AT 4 Managing Ncoming Calls acuarios dado 4 Altemate NUMDET eriein ieaie eeraa PaRa NEE EES HEARANN AES AEE a ANE ARENES EAA ENEE NEEE nOA 4 ANONUMOUS SN ye O actoral edr iein ierdie o iisa aa arisna arisna i eirias 4 Cal Forwarding ERC ee ee ee ee ee ee ee 5 Cal Forwarding BUS Urna Ge ge OU aoe ci er ere tT Te tT Te ie ee ee rT 6 Call F rWwartd Not Reacha Dle scroll 6 a ROT a a A En O E een 7 o E A A tebe nddetecb odd eebaddeteeebo teeta 7 Selective Call Acceptance visas csnsetdtauscnvasciaiscanvios denn eruesstassansesdbessanviosatnasnnaisdtansesansaiaissarentdnaseransstnnsiensutdavosernetaiwacensnidevelssantanviolts 8 Selective Call REJOCCION ccccccececesseseecesssseseesessesaressesesecsessaresscsessssesearescesesnssescersvanseeceutsenseseensseutecerseseseesenestererseneesssesceneess 9 Managing CULTO aos 9 Automatic Call Dack a enne e TE Ee a Tee e e e r TE e EE A TEE EREA ERER 10 Hne IO DOCE e e Po OU OC E E E E oo o PO oO E E E E R 10 Aero A E E O 0 RE CO E OCEA E EA 10 oe aA D enn 11 Eo A e REE o e e OC OEA are 13 mye CG ches a eE E Eme e RO O UU UU E A 13 a PPP O CO En 13 E A E 14 P 15 Bli ar one aa Msi o Ao eer an snr a sneer ean are ere 15 notelihga G
4. a Hoteling Host i e function key user portal etc 16 Call Control Features Service type Cal Control hb Hoteing Guest 2 on on leales gt Holslag Host on E of cma No guest associated Calling Features gt Call Control gt Hoteling Guest The user with Hoteling Guest assigned can turn the service on off and associate their account to a host via the edit screen Within the edit screen a search for available hosts can be performed and set as the associated host Calling Features gt Call Control gt Hoteling Host The user with Hoteling Host assigned can turn the service on off and view associated quests via the edit screen Within the edit screen the host can also control the association limit and access level Enforce Association Limit im to 24 Hours Access Levet Enterprise Y Group Ho guesi associated a By default both of these services are set to off and must be turned on in this interface before the service will work through any of the management methods Call Control Features 17 Music on Hold The service can be individually enabled or disabled for the Call Hold Call Park and Busy Camp On services The group administrator can manage their Music on Hold service and add the desired audio This can be turned on off for each individual account Calling Features gt Call Control gt Music on Hold Service type Cal Contro be Music Gn Hold on O on F
5. a user with a SIP attendant console phone to monitor the hook switch status and remote party information of selected users via the busy lamp fields on the phone Busy Lamp Field requires two stages to manage the service BLF keys add to the phone by the group administrator and BLF line management performed by the user BLF keys can be added to the available line keys on a phone set This is performed by the group administrator using the Virtual Device Management VDM function Monitored BLF lines can nou be added to these keus Calling Features gt Client Applications gt Busy Lamp Field Edit Service typa Chent Appications gt amp Busy Lamp Fieid Once the edit window opens the user is able to search the enterprise for other accounts that they wish to actively monitor and use the Add and Remove options to move users from the available users to monitored users and back These lines will be added to the available BLF keys on the phone in the order that they are added in this list and can be reordered using the move up move down buttons provided The current maximum number of BLF keys that can be added to a phone set is fifty LJ Enable Call Park Nobfication Grow I Depanirent o id at GS E Available Users Monitored Users My Calls Basic Call Logs 23 The Call Logs services allow users to view information about their placed received and missed calls the Basic Call Logs service provi
6. certain service packages and la carte options to upgrade this to 10 15 and 20 shared appearances The user can view all of the devices sharing their line and manage the shared call appearance behavior when the line is on another device Calling Features gt Call Control gt Shared Call Appearance Service type Cal Control De Shared Cal Appearance lic The view button provides a list of all devices sharing the accounts line This includes all Business Communicator mobile applications and other phones programmed with a shared call appearance for the account Shared call appearances are added to this view when the user s appearance is added other accounts or devices by a provisioning or group admin role The edit screen allows the user to manage the following configurations for this service gt Alert all appearances for Click to Dial calls when a Click to Dial call is made all shared appearances will ring during the two stage dialing process e Allow Call Retrieve from another location allows the user to dial a feature access code to retrieve an existing active call from any of the shared appearances Enable Call Park Notification notification is sent to all shared appearances when call is parked to the account Multiple Call Arrangement provides the ability for multiple calls to be handled concurrently on different Shared Call Appearance locations gt Allow bridging between locations similar to directed call pi
7. ckup with barge in the user can also manage a warning tone when a bridge from another location occurs during a call Shared Call Appearance Settings 4 Alert all appearances for Click to Dial calls Wi stow Cal Retrieve from another location Enable Call Park Notification Bridge Warning tone O Barge in only Barge in and repeat every 30 seconds Feature Access Code s Call Retrieve 11 19 Messaging Aliases Greetings Voice Mail Engagement Voice Portal and Voicemail Distribution Lists Voice Messaging User service enables users to record messages from callers for calls that are not answered within a specified number of rings for calls that receive a busy condition or for calls received when the user is outside of their primary zone The user can manage all aspects of their voice messaging service as well as view their existing messages in a visual voicemail format The configurable services include alias greeting and voicemail management as well as managing distribution lists CEA view eam Number of rings before greeting 3 E Voice Email Management Ea Calling Features gt Messaging gt Aliases Alias service allows users to access their voice mailbox from other phone as if they were at their primary phone Note Any phone numbers added as Messaging Alias cannot be added again with the same service Attempting to do so will be presented with error Error 4422 Invalid Alias Calling F
8. d Import names and phone numbers from a file gt Click on Import Phone List The Personal Phone List Import page appears gt Whenever the list is changed it is automatically re sorted in alphabetical order Changes are effective immediately in your Phone screen indicates required field Name Phone Number Choose Fie No fie chosen Cancel 1 Save Speed Dial The Speed Dial service allows a user to place calls using a directory of frequently called numbers The user dials the associated one or two digit speed code preceded by a configurable prefix The service is available as Speed Dial 8 and Speed Dial 100 The user can create and manage their speed dial entries Calling Features gt Outgoing Calls gt Speed Dial 8 or Calling Features gt Outgoing Calls gt Speed Dial 100 Service type Outgoing Cals Y amp Speed Dial 8 db Speed Dial 100 Speed Dial 100 Dialing Pretec The speed dial 8 edit screen provides a list of 8 2 9 entries for speed dial numbers The speed dial 100 edit screen also provides a list 00 99 but it also allows for a csv upload and download of the speed dial list Managing Outgoing Calls Select a Speed Dial 100 List Fie Choose fie No fie chosen Feature Access Code s Speed Dial 8 74 Speed Dial 100 a 12 13 Call Control Features Barge In Exempt When a user has the Barge in Exempt service enabled another user using the Directed Call Pic
9. d manage selective call acceptance rules Calling Features gt Incoming Calls gt Selective Call Acceptance Edit Service type incoming Calls on Selective Cal Acceptance Serka b Off Deactivate view can b Selective Call Rejection Sence 3 ON Dinara nba vien ar The user can activate deactivate the service view existing rules and edit the service Once the edit window opens the user is able to create and manage selective call acceptance rules based on a pre created schedule and or the calling party s directory number indicates required field Active Description Time Schedule Holiday Schedule Calls From Add New Rule wn A gt e Accept call O Do not accept call Hoy Sen Calls From a Any phone number Any following phone numbers B Any private number B Any unavailable number Specific phone numbers Cancel Save Managing Incoming Calls Selected Call Rejection This service enables a user to define criteria that causes certain incoming calls to be rejected and provided a treatment Additional criteria are automatically created by the system when calls are reported as malicious by the Customer Originated Trace service All other calls terminate as usual The user can create and manage selective call rejection rules Calling Features gt Incoming Calls gt Selective Call Rejection Edit Service is ON Deactivate view eae Service ia CWT Deactivate Me
10. des a user with access to a small number of call logs Call Logs can be viewed for each user or for the group as a whole To view logs for the entire group the group administrator can build a report under the call details tab and email the report to any valid email address with the call logs in the message body or download as a PDF or CSV file The system stores three months of call record data which is available in the CSV and PDF downloads The email and on screen web view provides up to the latest 1000 records of the report period requested Dashboard Cresp Prol sparimente Manage Users Lop See akle z Dirediay iman Hedeect Cal bla Diery Call riada Query Call Details Rapal ihan ca LAE Oscar tgs dos at ser nage Ladera Sort by Start tations in dence 7 cacier sep A a Diloerseorrrn laa hace inbound col W Mead calas Cutbourd cain 1 The user can also view their individual call logs either as a report same as above or with a quick view of the last 20 calls in the My Calls tab in the user view Profile Calling Features My Calis VoiceMail Utilities Query Cali Details Last 20 Calis Last 20 Calls Callin Called 1 alled M Cailler Name m Number Number Date me Duration 1 IZOZ20141430 01 15873912319 15873912319 4034545245 owasaos C231 Originating 000010 ves 2 12022014143001 15873012319 15873912319 4036485826 owzeros C209 riginating 00 00 17 Yes 3 120220141430 01 15873
11. eature Access Code s Music on Hold per Call Deactivation 60 Push to Talk The Push to Talk service allows a user to call another station where the system requests that the destination station automatically answer This provides for intercom like functionality The user at the destination station can control which users are allowed to call them with this service The user can manage the Push to Talk configuration and turn auto answer on off for the service Calling Features gt Call Control gt Push to Talk e Push to Talk Auto Answer On ofr Edit Within the edit screen the user can manage auto answer whether the outgoing connection is one or two way communication and control the access list for incoming requests enterprise wide search Feature Access Code s Push to Talk 50 Basto inper on O os Qulgorg Connection Type Dora E Tea Bereng Let 13 Ao cols iram only the users selecied below ES 18 Call Control Features Shared Call Appearance The Shared Call Appearance service allows an incoming call to appear at multiple locations simultaneously All devices where call appearance is shared can be used to answer an incoming call or originate a call on behalf of the primary location The service also has private hold capability When a location puts a call on private hold only the location that held the call can retrieve it Shaw currently offers 5 shared call appearances as part of
12. eatures gt Messaging gt Greetings Personal and system greetings can be recorded uploaded and managed via the edit screen for this service The number of rings before the greeting is played can also be managed here Messaging Gamtai Sa Calling Features gt Messaging gt Voicemail Management The Voicemail Management edit screen manages all configurations about the voicemail behavior when calls are sent to voicemail and the notification to the user once a voicemail is deposited These notifications include a message waiting indicator light on the phone and mobile application and email notifications Send Unanswered Cals lo vorema Wibes a mesa e Ae re untied messaging Ml Use Prore Message Wailing Indicar 0 Forward io this emal address E mail aides lor ner message Hiza O on E oe E mad a CC of the message da D on amp of Tranater on T to Phone Humbe Bon om 58M TTO Vee Emal Management E on O on Calling Features gt Messaging gt Voicemail Distribution Lists Voicemail Distribution Lists allows the user to create and manage up to 15 0 14 distribution lists for mass voicemail distribution 20 Messaging Description Project A Phone Sumber Gamel Save Feature Access Code s Voicemail Retrieval do Clear Voicemail Waiting Indicator 98 Direct Voicemail Transfer 99 21 22 Client Applications Busy Lamp Field The Busy Lamp Field BLF service allows
13. ew Eat Qe Anonymous Call Rejection O on Y of Managing Incoming Calls Feature Access Code s Anonymous Call Rejection Activation oF a Anonymous Call Rejection Deactivation C7 Anonymous Call Rejection Interrogation ep a Call Forwarding Always The Call Forwarding Always service allows a user to redirect all incoming calls to another destination automatically Call Forwarding Always can be turned on off as required and call forward location can be added Calling Features gt Incoming Call gt Call Forwarding Always Service type Incoming Cals E SA Foruactag Juno Don oF o ATT 2 6 LO Play Ring Reminder when a callis forwarded MZ caroraming beer D on Dor L premas M iome Don Eon t pa Humber of rings before forwarding 2 TOF canoe tel needa D on Y or A This service can also be configured to play a ring reminder whenever a call is forwarded Feature Access Code s Call Forwarding Always Activation 72 Call Forwarding Always Deactivation aE Call Forwarding Always Interrogation Jar Call Forwarding Always Voicemail Activation e Call Forwarding Always Voicemail Deactivation 21 Call Forwarding Busy The Call Forwarding Busy service allows a user to redirect incoming calls to another destination when the user is busy Call Forwarding Busy can be turned on off as required and call forward location can be added Calling Features gt Incoming Call gt Call Forwarding Busy pa Cal Forwarding Sbvays Do Sor pira
14. kup with Barge in service cannot barge in on their calls If a user attempts to use Directed Call Pickup with Barge in to barge in on the user with Barge in Exempt enabled the barge in is rejected and the caller hears a reorder tone Barge in Exempt can be turned on off as required Calling Features gt Call Control gt Barge in Exempt Service type Cal Contro F Bange in exempt Don or SmartVoice Anywhere The user can register and manage distinct phone numbers a k a locations to extend their services to other devices in their control similar to a shared call appearance configuration Calling Features gt Call Control gt SmartVoice Anywhere Selecting add allows the user to add new locations for their account and optionally manage the outbound alternate number service for that location Service type Call Control y ae da No number s configured click Add to add number s view Add Outbound alternate phone number gt Whether to enable if available on account Whether answer confirmation is required e Whether to use SmartVoice based call control services Any phone number added as a SmartVoice Anywhere location cannot be added again by anyone with the SmartVoice service Anyone attempting to do so will be presented with the error Error 8251 Phone number already exists Call Control Features Outbound Alternate Phone Number SIP URI E Enable Diversion Inhibitor O Require Answer Co
15. nfirmation Y Use Network based Call Control Services Cancel Save The user can also select view to manage activate deactivate and delete locations from their account as well as control Click to Dial services for registered locations Alert all loc ations for Click to Dial calls View Available Portal List A A ia 1 number s configured Hide Call Transfer The Call Transfer service enables the user to transfer a call to a specified destination Call transfers can be blind with third party consultation or with three way consultation In addition the Busy Camp On and Call Transfer Recall features allow the user to camp the call to transfer on a busy destination and to be recalled if the transferred call is not answered for any reason The user can manage their Call Transfer service interactions No number s configured cick Add to add number s view Add Calling Features gt Call Control gt Call Transfer Edit Once the edit window opens the user is able to manage the follow Call Transfer Recall on off number of rings and busy camp Whether to enable if available on account Note For these two enhancements the user must subscribe to Diversion Inhibitor 14 Call Control Features 15 Call Transfer Recal On off Configure Call Transfer Recall Number of rings before recall 4 Enable Busy Camp On 120 seconds Use Diversion Inhibitor for Blind Transfer O on Sor Use Dive
16. or unregistered Call Forwarding Not Reachable can be turned on off as required and call forward location can be added Calling Features gt Incoming Call gt Call Forwarding Not Reachable AA Cal Forwarding Always Do or 4 paria O Play Ring Reminder when a call is forwarded MA coaroraraan pue Don or Q preas TAE Dia Forenntiinennr Don Dor to pissas Number of rings before forwarding 2 Y YA Cal Forward Not Reachable Don or prema Managing Incoming Calls Feature Access Code s Call Forwarding Not Reachable Activation 95 Call Forwarding Not Reachable Deactivation 94 Call Forwarding Not Reachable Interrogation 94 Call Notify The Call Notify service allows a user to receive e mail notifications about selected incoming calls based on the specified selective criteria The user can create and manage call notification rules and the notification e mail destination Calling Features gt Incoming Calls gt Call Notify Service ta Incoring Ca b ie Deactivate var Ban The user can activate deactivate the service view exist rules and edit the service Once the edit window opens the user is able to add their email address and create and manage call notification rules based on a pre created schedule and or the calling party s directory number Holiday Schedule Add New Rule Remove Description O Notify Do not notify Time Schedule Every Day All Day X Holiday Sched
17. rsion Inhibitor for Consultative Cals O On oF cancel Save Call Waiting The Call Waiting service enables a user to answer a call while already engaged in another call Call Waiting can be turned on off as required Calling Features gt Call Control gt Call Waiting Service type Cal Control E d Cal Waiting on Don Feature Access Code s Cancel Call Waiting 70 Call Waiting Interrogation 53 Call Waiting Persistent Activation 43 Call Waiting Persistent Deactivation 43 Directed Call Pickup with Barge In The Directed Call Pickup with Barge in service allows a user to pick up answer a call directed to another user in the same customer group or enterprise or barge in on the call if the call was already answered There is no user management of this service in the Customer Portal Interface Feature Access Code s Directed Call Pickup w Barge in 33 Hoteling Guest and Hoteling Host Hoteling allows SmartVoice users to associate their service profiles with devices other than their own The service is typically used by transient employees For example an enterprise can set up visitor cubicles with phones that visiting employees can use with their own service profiles Hoteling functionality is delivered in two separate services Hoteling Host and Hoteling Guest Hoteling Guest assigned to all accounts allows users to log into phones with Hoteling Host on the account Although there are methods to activate and log into
18. rved Managing Incoming Calls Calling Features To view and update your call service settings access the Calling Features Menu Alternate number The Alternate Numbers service allows a user to have up to ten alternate phone numbers in addition to the main phone number and to assign one of four distinctive ring patterns to each alternate number In addition a distinctive call waiting tone is associated with each distinctive ring pattern 1 Select the edit function for this service from within your calling features Calling Features gt Incoming Calls gt Alternate Numbers Edit Service type incoming Cals he A ernate Numbers lid View Eae PM Anonymous Cal Rejection Con or 2 Select the ring pattern in the drop down associated to each available alternate number Four ring patterns are available normal long long short short long and short long short 5873912350 2350 5873912351 2351 Normal v 873912352 2352 Short Long Short Normal Normals Normal Normal 7 Normal Mi Normal vw v Anonymous Call Rejection The Anonymous Call Rejection service enables a user to reject calls from parties outside the user s group who have explicitly restricted their identities phone number and name Anonymous Call Rejection can be turned on off as required Calling Features gt Incoming Calls gt Anonymous Call Rejection Service type Incoming Cals tae Abernate Numbers secs Vi
19. ta LD Play Ring Reminder when a call is forwarded MA carecer buey DO n Dor L assis MZ Cat Fornara Ho answer Don Dor Lo punssaag Humber of rings before forwarding 2 T ar Cal Forward Hot Reachable Don Sor prisas Managing Incoming Calls Feature Access Code s Call Forwarding Busy Activation 90 Call Forwarding Busy Deactivation 90 Call Forwarding Busy Interrogation 90 Call Forwarding Busy Voicemail Activation 40 Call Forwarding Busy Voicemail Deactivation 40 Call Forward No Answer The Call Forwarding Busy service allows a user to redirect incoming calls to another destination when the user is busy Call Forwarding Busy can be turned on off as required and call forward location can be added Calling Features gt Incoming Call gt Call Forwarding Busy AE CaF oraria enye D on of UL paraa LA Play Ring Reminder when a call is forwarded WA csarcrcardos Ray Don E or Ks peisan A omnia in O on E of t possas Number of rings before forwarding 2 Y TA Ccemrormeen Hol oeste D on or t prisme Feature Access Code s Call Forwarding No Answer Activation ae Call Forwarding No Answer Deactivation 93 Call Forwarding No Answer Interrogation e Call Forwarding No Answer Voicemail Activation 41 Call Forwarding No Answer Voicemail Deactivation 41 Call Forward Not Reachable The Call Forwarding Not Reachable service allows users to redirect incoming calls to a configurable destination when the user s device is unreachable
20. uest and Hotaling HOS Esiasissiiietssdeiridiidiiii a id idi aaa ind a ni aa i aa i aa aaa 15 lea ls A A Eno O O O A 17 A AAA 17 Shared Cal o A e RU E E OS OE 18 MES E ee ee rs 19 Aliases Greetings Voice Mail Engagement Voice Portal and Voicemail Distribution Lists 19 CHING FD Cia E N EA A AP E A aden naan e raat E E EA E E AE E A 22 SNE Sa a e A E g ti OA AA A Cree ree ner eee eer eee ees Ze MICA SAB Cal LOS untar its nadan id AAAA 25 Inside you ll find easy to follow instructions and definitions for all the features included with your SmartVoice service Note Some features may not display due to the packages you are currently subscribed to please contact your Administrator for more information Logging into the portal To access the user portal visit smartvoice shawbusiness ca 1 Refer to the welcome email for your username and password 2 The login fields can be located at the top left of the web page 3 First time users will be prompted to create a unique password choose a password that has Must be between 8 to 16 characters Must contain at least one number Must contain at least one uppercase alpha character Must contain at least one lowercase alpha character Can not contain Login ID 4 List of compatiable browsers Internet Explorer 9 or higher Mozilla Firefox v24 or higher Google Chrome v30 or higher Shaw Business SmartVoice Username i pasee Forgot password 2015 Shaw Communications All Rights Rese
21. ule y None gt Calls From 8 Any phone number Priority Alert The Priority Alert service enables a user to have a certain incoming calls ring on their phone with a different tone short short for example when they receive a call from their manager or spouse or when the call is from inside the group The user can create and manage priority alert rules that will ring the phone with a different tone Service type incoming Calz Y Save dy rena Seniceis On Calling Features gt Incoming Calls gt Priority Alert The user can activate deactivate the service view existing rules and edit the service Once the edit window opens the user is able to create and manage priority alert rules based on a pre created schedule and or the calling party s directory number Managing Incoming Calls Active Description Time Schedule Holiday Schedule Calls From Add New Rule Remove o Use priority alert Time Schedule Every Day All Day y Holiday Schedule None O ve Calls From 9 Any external phone number Any following phone numbers C any private number O Any unavailable number Specific phone numbers Selective Call Acceptance This service enables a user to accept calls selectively based on configurable conditions Calls that do not meet the specified conditions are rejected and provided a treatment The user can create an
22. w Ear The user can activate deactivate the service view existing rules and edit the service Once the edit window opens the user is able to create and manage Selective call rejection rules based on a pre created schedule and or the calling party s directory number Cerai Da Feature Access Code s Selective Call Rejection Interrogation 60 10 Managing Outgoing Calls Automatic Call Back The Automatic Call Back ACB service allows a user to request a notification when the previously called busy party becomes idle and is connected without having to redial the phone number The Automatic Call Back service can be activated against internal and external called parties Automatic Call Back can be turned on off as required via the End User Portal To Activate this feature you can dial 1 when a busy signal is reached Calling Features gt Outgoing Calls gt Automatic Call Back Sence type O Cab F amp Automatic Callback on Dor Line ID Blocking D on or Feature Access Code s Automatic Call Back Cancellation 86 Automatic Call Back Cancellation 66 Line ID Blocking This service enables a user to block delivery of their identity to the called party on a permanent basis or per call if the feature access code is used Calling Line ID Delivery Blocking can be turned on off as required Calling Features gt Outgoing Calls gt Line ID Blocking b Automate Calback Son on
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