The ‘My Office’ application is accessed through a Virtual Office web site. My Office is used to create and administer a specific customer’s account.

The application allows an administrator to create and configure users and departments, allocate direct dial numbers and configure the auto attendant.

An administrator of a Virtual Office account can logon and make administration changes through the Web Self-Care interface. Follow the steps below to login into the ‘My Office’ website.

Open your web browser.
Enter the web address - www.virtual.commrich.net 
The Secure Customer Login screen is displayed.

1. Enter your username and password and click Submit. Click on the ‘Submit Button ‘ to enter the web site. The ‘Home’ screen of the ‘My Office’ interface will now be displayed.

This section outlines how to configure an Extension User and covers the Extension Details, Message Centre Setting and Registered Numbers screens.

1.3.1 EXTENSION DETAILS SCREEN

1.3.1.1 DISPLAY NAME

This field defines the user name that will be displayed on all screens within the Web Self-Care application.

1.3.1.2 WEB ACCESS USERNAME

1.3.1.3 WEB ACCESS PASSWORD:

This field defines the extension users password. Ensure that the same password is entered into both fields.

1.3.1.4 LOGIN GROUP

This field defines the permissions of the login. An Admin User has the ability to modify settings for this instance of Virtual Office while the Extension User only has the ability to modify their own settings.

1.3.1.5 DIRECT DIAL

This field defines the extension users DDI, if they have one. This is the access code that will be routed to their direct dial number(s).

1.3.1.6 EXTENSION NUMBER

This field defines the extension users extension number. This is a number that can be used with the call-forwarding feature. This can be set to any number, providing that it has not already been assigned to another extension within the Virtual Office.

1.3.2.1 SEND MY VOICE MESSAGES AS:

This field defines the file format in which the extension users voice mails will be sent. Select from .mp3 and .wav.

1.3.2.2 SECURITY PIN

This field defines the security PIN used when accessing the service through IVR.

1.3.3 REGISTERED NUMBERS

The Registered Numbers screen is where the subscribers direct dial numbers can be configured. As with the message centre this information can also be accessed and configured by the extension user.

The screen shot below shows the Registered Numbers screen.

1.3.3.1 DIRECT DIAL NUMBER FIELDS

These fields define the extension users individual numbers. The Virtual Office administrator can decide which of the following 10 categories are available for configuration:

As many as necessary of the available fields can be completed with the extension's users' numbers.

The ring duration list box determines how long Virtual Office will try each number before either, ending the call, or redirecting it to voice mail. The duration can be set between 5 and 30 seconds. (15 seconds = 3 rings approx.)

The ‘Find by:’ options select the hunting strategy that will be applied when routing a call to the Extension Users direct dial numbers. There are 3 options.

1.3.3.3 FIND BY

These radio buttons defines the hunting strategy used when ringing the members of the department.

The table below describes the hunting strategies available.

1.3.3.4 1^{ST, 2ND, 3RD AND 4TH CHOICES}

Follow the steps below to configure a number.

Click on the number to be configured.

Click on the Department, Extension or IVR menu radio button.

Select the specific department, extension user or IVR menu required from the drop-down list box.

Click Save. Result: The new configuration of the number will be saved.

1.6.1 ABOUT THE AUTO ATTENDANT

The auto-attendant is a built in IVR responsive menu that allows all to be routed with no need for manual interaction.

When a call is routed to the auto attendant a welcome message is played and the caller is presented with a series of departments and extensions to which their call can be routed.

Click Auto Attendant on the navigation tree.

1.6.2.1 MENU TIMEOUT

This field defines the amount of time after the message is played that the platform will wait for DTMF before selecting the default key.

1.6.2.2 DEFAULT KEY

This field defines the key that will be entered if a user does not press a key within the menu timeout period.

1.6.2.3 ASSIGNING EXTENSION TO KEYS

The IVR menu determines the result of a user pressing a key when connected to the auto attendant. Each key can be assigned to a different extension user. The keys available for usage by the auto attendant are defined in Serve. See section 3.2.7 IVR menu for further information.

Follow the steps below to assign an extension to a key.
Select the key to be configured by clicking on it.

Select the Department or Extension radio button, as required.
Select the required entry from the Department or Extension drop-down list box.

 
Click Save. Result: The key will now route calls to the chosen destination.

 
Repeat steps 1 to 4 to assign additional keys.

An extension user of a Virtual Office account can logon and make administration changes through the Web Self-Care interface. Follow the steps below to login into the ‘My Office’ website.
 
Open Internet Explorer.
Got to web address - www.virtual.commrich.net
The Secure Customer Login screen is displayed.

Enter your username and password and click Submit.
Click on the ‘Submit Button ‘ to enter the web site. The ‘Home’ screen of the ‘My Office’ interface will now be displayed.

2.2 PROFILES

Profiles are created by Virtual Office administrator and determine the manner in which Virtual Office will behave at specific times. In addition there are two default profiles that are not based on a specific time period and are referred to as the Default and Override profiles. The extension user configures as many of the available profiles themselves to reflect their needs.

For example, you can set profiles so that Virtual Office will route calls to a office phone, mobile phone and then a Personal Assistant during working hours, just a mobile number in the evening and at weekends Virtual Office could send all calls straight to voice mail.

2.2.1 DEFAULT PROFILE

The default profile is a "catch all" profile that is used if no other profile is currently being used.

2.2.2 OVERRIDE PROFILE

The override profile, which is sometimes referred to as the emergency profile, is the one profile that can be activated by IVR.

2.2.3 CONFIGURING A PROFILE

Follow the steps below to configure a profile.
 
Click Profiles on the navigation tree.

Select the required profile by clicking on the relevant tab.
Complete the information required.
Click Save. Result: The profiles configuration is saved.

This field defines when calls will be taken and who from. The four available options are described below.

2.2.3.2 ROUTING PLAN

This field defines the hunting strategy used when ringing the members of the department.

The table below describes the hunting strategies available.

2.2.3.2 1^{ST, 2ND, 3RD AND 4TH CHOICES}

The Hours of Business screen determines when each of your profiles will be used, and also to schedule holidays when no calls will be accepted.

2.3.1 CONFIGURING THE HOURS OF BUSINESS SCREEN

Follow the steps below to configure the Hours of Business screen.

Click Hours of Business on the navigation tree.

Select the profile to configure by clicking the relevant tab.
Fill in the start and finish time, or select not available, for each day as required.

After a profile has been fully configured with the times it is to be force it will work during those times for as long as the system is operational. If a user does not want to be contacted during a time that is normally covered by a profile, for example they are going away on holiday, they can set a break period using the "Except For" function. During the break period the time-based profile(s) will not be used and Virtual Office will revert to using the default profile. The default profile can therefore be set, for example, to send all calls to voice mail.

From the Hours of Business screen, follow the steps below to set a break period.

Select the Except For check box. Result: The From and To date options will be displayed:

Click on the "from date" and select the required starting date for the break period form the calendar dialog.
Click on the "to date" and select the required finish date for the break period from the calendar dialog.
Click Save my changes. Result: The break period is set.
 

The My Numbers screen contains the numbers to be used in conjunction with this extension.

2.4.1 CONFIGURING MY NUMBERS

The extension user fills in the relevant numbers with their own details. This allows Virtual Office to contact them on a wide variety of pre-defined numbers.

2.4.1.1 RING DURATION

The ring duration list box determines how long Virtual Office will try each number before either, ending the call, or redirecting it to voice mail. The duration can be set between 5 and 30 seconds.

The My Phonebook screen allows an extension user to create a list of individual numbers so that Virtual Office can record names in addition to a CLI on the recent calls screen. In addition My Phonebook allows an extension user to create Red and Green lists that can be used in conjunction with the Availability settings on a profile to automatically allow and deny certain callers. See section 5.2.3.1 in this user guide for further information on the availability option.

2.5.1 CONFIGURING MY PHONE BOOK

Follow the steps below to configure My Phone Book.

Select My Phone Book>All Callers on the navigation tree.

2.5.1.1 NUMBER

2.5.1.2 NAME

2.5.1.3 NUMBER TYPE

This field defines the type of number that this phone book entry relates to.

2.5.1.4 CALLER TYPE

These radio buttons determines if the entry is added to the:

2.6.1 CONFIGURING THE MESSAGE CENTRE

Follow the steps below to configure the message centre.

Click Message Centre on the navigation tree.

Complete the message centre dialog.

Click Save my changes. Result: The changes to your message centre will be saved.

This field defines the email address to which voice mails and faxes will be sent. Users will be able to listen to voice mails and view faxes via their mail application.

2.6.1.2 SEND MY VOICE MESSAGES AS:

This field defines the file format in which the user’s voice mails will be sent. Select from .mp3 and .wav.

The files containing the voice mail will be attached to an email and sent the email address from the ‘Send my voice messages as’ field.

2.6.1.3 SEND MY FAX MESSAGES AS:

This field defines the file format in which the user’s faxes will be sent. Select from .tif and .pdf.

The files containing the fax will be attached to an email and sent the email address in the ‘Send my voice messages as:’ field.

2.6.1.4 SECURITY PIN

This field defines the security PIN used when accessing the service through IVR.

The Recent Call screen displays the details of the last 1000 calls that were made to the extension user.

For each call the following information is recorded:

The Home screen displays a summary of the current Virtual Office extension and allows a user to:

change their password.

select which departments to take calls from.

activate their emergency profile.

decide when to take messages.

The screen shot below shows an example of the Home screen.

2.8.1 CHANGING A PASSWORD

Depending on the permissions set in service an extension user may have access to change their password. If you can change your password the "Change your password here" option will be displayed on the home page. See section 3.1.7 of this user guide for further information.

Follow the steps below from the Home screen to change your password.

Complete the old and new password fields.

Click Save my Changes. Result: Your password has been changed.

When an extension is part of one of more departments then they can choose whether to receive calls routed to that departmental number.

Follow the steps below to accept call for a department.

Select the check box next the department name.

2.8.3 TAKING MESSAGES

2.8.4 SETTING UP CUSTOMISED ‘ANNOUNCEMENT’ OR VOICEMAIL MESSAGE

1. Dial your non-geographic extension number e.g. 0870 005 xxxx
2. As you hear ringing tone the message ‘Please hold while we connect you’ start Press * * (star, star)
3. Listen to voice prompts till it asks for your Pin Number
4. Enter your Pin Number when requested (Default is 1234)
5. Listen to the MENU selections.
6. Select ‘6’ to ‘Personalise your Voicemail’
7. Follow the menu instructions to make your recording.
8. Record, listen and then either re-record or accept.
9. Hang up, or pressing ‘0’ will take you back to the Main Menu.