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					Using Epiphany Features and Services
for Administrators




June 1, 2009
Buckeye TeleSystem
4818 Angola Road
Toledo, OH 43615
www.EpiphanyIC.com


PROPRIETARY AND CONFIDENTIAL
Chapter 1
Introducing Epiphany™
Epiphany™ is an integrated system that gives business and consumer users network-hosted
telephone services with enhanced telephony capabilities, Web-based phone user access, and IP-adapted
telephones.

The topics in this chapter are:
• “Using the Desk Phone” on page 1-1.
• “Understanding the Epiphany Call Management Portals” on page 1-4.
• “Logging Into a Epiphany Portal” on page 1-9.
• “Resetting Portal Passwords” on page 1-10.
• “Summary of Features” on page 1-12.




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Using the Desk Phone
The basic telephone features are similar to telephones you have used in the past. Your telephone can have
fixed buttons, line buttons, programmable feature buttons, an LCD display, softkeys, and a dial pad similar
to the business phone shown in Figure 1-1. The phone can have a primary line and a secondary line for
additional incoming or outgoing calls.

The actual number of buttons and the size of the display depend on the type of phone. Please check with
your account executive for a list of supported phone models. For example, Figure 1-1 shows a typical busi-
ness phone.




Figure 1-1 IP Business Phone with LCD

        Note: Different types of phones and networks support different buttons and indicators.
        Analog telephones do not have all of the buttons shown in Figure 1-1. IP phones and
        other digital phones may have additional buttons. For information about using the
        buttons on your phone, see the manual that came with the phone.


Using the Telephone Buttons and Keys
Table 1-1 describes the type of buttons or keys that are generally available on an IP-based telephone, and
how to use them. The actual number of buttons and softkeys, as well as the size of the display depend on
the type of phone.

Table 1-1 Description of Telephone Buttons and Keys

  Button type     Button      Definition                                                     LCD
  Fixed buttons   Cnf/Trn      Lets user initiate a conference or transfer.                  After you press the softkey below
                                                                                             TRNS or CONF, dial the number of the
                                                                                             transfer to or conference party.

                                                                                             After you connect to the second party,
                                                                                             TRNS and CONF appear on the LCD
                                                                                             Press the softkey below TRNS to trans-
                                                                                             fer the call; press the softkey below
                                                                                             CONF to conference.

                  Hold         Press to hold an internal or outside call. To take a caller
                               off hold, press the line button or the hold button again.

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 Button type       Button          Definition                                                    LCD
                   Mute            Press to toggle the microphone ON/OFF while the
                                   telephone is in use. The LED next to the Mute button is lit
                                   when the microphone is on. The Mute button works the
                                   same way as the Spkr button.

                   Voicemail       Press to call the voicemail system to review or
                                   send messages.

                   Redial          Press to dial the most recently dialed number when
                                   the phone is off-hook. If your last call was initiated
                                   using the click-to-call feature from the portal, that
                                   number is redialed.

                   Spkr            Press to toggle the speaker ON/OFF. The LED next
                                   to the Spkr button is lit when the speaker is on.
                                   When the speaker is on, the phone is off-hook.

                   Directories     Press to access your call logs and speed dials.               The LCD displays the list of call logs.

                   Settings        Press to view and change things like the network              The LCD displays the network settings
                                   settings, ring type, and configuration for your IP            menu.
                                   phone.

                   Scroll button   Lets you navigate up and down the list of different
                                   softkey and feature options displayed on the LCD
                                   screen.

                   Navigation      Lets you navigate up and down the list buttons
                                   of different feature options displayed on the LCD
                                   screen.

                   “+”/”–”         Press to adjust volume levels as follows:
                   (Volume          • If you are currently on speaker, the volume
                   up/down)           buttons control the speaker volume.
                                    • If you are using the handset, the volume buttons
                                      control the call volume in the handset.
                                    • If your telephone is ringing, the volume buttons
                                      control the volume of the ring.

 Feature Buttons   Line buttons    Press to access one or more telephone lines used              The phone number of each line is dis-
                                   to place or receive calls. Pressing a line button             played next to the line.
                                   takes the phone off-hook.

                   Programmable Press to access a feature or call a contact.
                   buttons
                                Feature buttons on SIP phones are programmed
                                using the phones’ own configuration menus. Please
                                refer to the manual that comes with your phone

 Softkeys                          Press to access the feature displayed on the LCD. There       The LCD displays the feature that is
                                   are usually several softkeys below the LCD display (see       assigned to the softkey below it.
                                   Figure 1-1 on page 1-1). The softkey assignments change
                                   depending on the status of the phone, for example
                                   whether the phone is on-hook, or off-hook.




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Using the Telephone LCD and Softkeys
The display and softkeys on the telephone lets the user access many of the features available from the
Epiphany-hosted telephone. The size of the display and the number of softkeys depends on the type of tele-
phone. On certain phones the user may be able to view more text and use a variety of softkeys to navigate
through the display. The instructions in this section give examples using different sizes and types of displays
(Figure 1-2).




  Figure 1-2 Main Display on a Multi-Line and 2-Line Display

      Note: The call logs, speed dials and call pickup, options are accessed differently on
      different phones.




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Understanding the Epiphany
Call Management Portals
The Epiphany system provides default end user and administrative portals, which can be launched
immediately after Epiphany is installed, configured and running. The Admin Portal is an administrative
interface, which is used by office or group administrators of businesses who have subscribed to the
Epiphany service. The End User portal is a user-friendly and intuitive web interface, allowing business
users to manage their Epiphany features and applications with only a web browser.


Understanding the Admin Portal
The Admin Portal (Figure 1-3) is used to add and change employee telephone information and manage the
telecommunications services for your company. The Admin Portal is designed so that administrators can
easily access the functions needed most when managing telecommunication services, such as employee
moves, adds, changes, company directory updates, and configuring company-wide services.

The portal is divided into four panels, Top, Directories, Groups, and Services.




   Figure 1-3 The Epiphany Admin Portal

The features available on each section are described in Table 1-3.




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  Table 1-3     Description of Admin Portal Functionality

  Panel         Description

  Top           The top section of the portal lets administrators view information about their account
                including the billing ID, registration code, and the service address. Administrators can
                also access the online Admin portal for help and logout of the Admin portal using Help
                and Logout, respectively.

  Directories   Employees tab - Lets administrators add new employees, enter their personal
                information, set their services, and assign their telephone numbers, location, and type.
                Administrators can also use this tab to configure multiple line appearances on a specific
                employees’ phone.
                Contacts tab - Lets administrators enter company-wide contacts for everyone to access.
                Administrators can also assign a speed dial code to a contact and create up to 29
                company speed dials.
                Administrators tab - Lets administrators add office and group administrators. Administrators
                can also assign group administrators to administrative groups or initiate the creation of a
                new group.

  Groups        Admin tab - Lets administrators add administrative groups and assign employees to the groups.
                ComMerchant tab - Lets administrators add ComMerchant groups and set attributes for
                the groups. For more information on using the ComMerchant tab, see “ACD (Automated
                Call Distribution)-ComMerchant” on page 3-2.

                Hunt tab - Lets administrators add hunt groups, assign employees and manage the hunt
                member sequence for the groups. For more information on using the Hunt tab, see “Hunt
                Groups” on page 3-78.

                Call tab - Lets administrators add call groups and assign employees to the groups. When
                an employee is in a call group, certain features such as intercom or group call pickup
                work only within the call group. For more information on using the Call tab, see “Call
                Groups” on page 3-39.

  Services      Phone templates - A future enhancement that will let administrators manage and create
                phone templates based on the phones they provide to the users in their company.

                COS templates - Lets administrators manage and create new class of service templates
                based on service lists assigned to their company by their service provider.

                Billing codes - Lets administrators create billing codes for users who use the mandatory
                or optional billing code feature when making external calls. For more information on
                adding billing codes, see “Billing (Account) Codes” on page 3-9.

                Reports - Lets administrators view system reports, line appearance reports, and COS
                template assignments and license availability. For more information about viewing
                reports, see “Tenant Level Reports” on page 3-102.

                Devices - Lets administrators view information about your IP phones and adapters. For
                more information on viewing device information, see “Tenant Level Reports” on page 3-102.




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      Note: Not all administrators have access to all features described above. Only office
      administrators with full permissions and group administrators have access to the settings for
      the employees in a group. Group administrators cannot edit templates and configure other
      company-wide services.


Understanding the Admin Portal Icons
Table 1-4 describes rollover icons used in the Admin Portal that are displayed next to the employee or administra-
tor names when you roll your mouse over their entries in various lists. The icons displayed differ based on the list
you are viewing. For example, the Portal icon is accessible only in the Employees tab.

Table 1-4 Directories Panel Icons
   Icons                 Description
   Portal icon                 Launches a new browser window and automatically logs you into the user’s
                               portal for troubleshooting purposes.
   Remove icon                 Removes an entry from a list.
   Information icon            Displays the Details panel for the administrator or members in an
                               administrative group.


Managing Company Information
The company information is displayed at the top of the Admin Portal (Figure 1-4) and entered into the
system when your Epiphany service was configured. This information includes the company’s billing ID,
service address, billing address, main phone number, registration code, and the name and email address
of the service provider’s primary point of contact for the company.




   Figure 1-4 Viewing and Editing Company Information

Administrators can change their service location address or contact email address by clicking on Service
Address. Enter the new information when the address fields appear, and click Save. Administrators must
contact Buckeye TeleSystem to change other company information.


Understanding the User Portals
Epiphany provides Web-based portals so that users can easily operate and manage their phone services,
and office administrators can manage the telephony service and applications for the employees in their
companies. The Epiphany user portals are:
      • End-User Call Management Portal (Figure 1-5), which gives business users access to all of the
        features available with the Epiphany-hosted services. These features greatly enhance the usability
        of the telephone as a true business tool.




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      Figure 1-5 End-User Call Management Portal


Epiphany Portal System Requirements
In order for you to use the Admin Portal effectively, the PC you are using to access the portal must have
the following specifications:
    • Windows 2000 or XP
    • Minimum of 512MB RAM
    • Minimum 700MHz CPU
    • Flash 8

Configuring Your Web Browser
If you are using Internet Explorer as your web browser, you must set the browser’s caching to refresh its
data from the Epiphany servers when it displays a page.
    Follow the instructions below to set the caching setting:
    1. Go to the Tools menu on your browser and click Internet Options (Figure 1-6).
    2. Click on the Settings button in the Temporary Internet Files section.




Figure 1-6 Accessing Internet Explorer Internet Options

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    3. Click the Every visit to the page radio button (Figure 1-9).
    4. Click OK to save your selection and to leave the Settings page.
    5. When you return to the Internet Options page, click OK to return to your browser.
    6. Close, and then relaunch your browser.



Logging Into an Epiphany Portal
The Epiphany portal allows users to access and manage all of the features available on their Epiphany
telephones, and the Admin Portal lets office administrators manage all of the features and applications
available to their employees. To log into a portal, do the following:

      1. Office administrators must obtain an administrator ID, tenant ID, password, for the Admin Portal
         from Buckeye TeleSystem.
         Users must obtain a user name (userID) and password, from the office administrator or
         Buckeye TeleSystem. If a user’s email address was entered when their profiles are created, a
         Welcome email with the login information may be emailed after they are added to the system.

      2. Open a Web browser and go to www.EpiphanyIC.com. Click on the customer login link, then on the
         associated portal.

      The portal login page opens (Figure 1-7).




      Figure 1-7 Portal Login Page

      3. Office administrators enter their tenant ID, administrator ID and password as provided by Buckeye
         TeleSystem when the Admin Portal login page appears. The first time the administrator logs
         in, the administrator ID and the tenant ID are the same. After the initial log in, the office
         administrator can create an administrator account for themselves. For more information about
         creating office administrators, see the Provisioning Epiphany guide on page XXX

         Users enter their Tenant name, User name, and the Password as provided by their office
         administrator or service provider when the user portal login page appears.

         If you check the Remember Me box before you click Login, your tenant name, user name and
         password are retained for your next login. When you access the portal’s URL again from the same
         computer you were using when you enabled Remember Me, the login screen displays with your
         tenant name, user name and password automatically populated in the login fields. Click Login to
         log into the portal. Your tenant and user names and password are stored as long as Remember
         Me is checked. Once the box is unchecked, your information is no longer retained and you must
         enter your login information to log into the portal.




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Resetting Portal Passwords
Users and administrators can change their passwords at any time by logging into their web portals and
specifying a new password, as described in this section.


Resetting Portal Passwords from the Login Page
When users or administrators try to login but do not know or have forgotten their passwords, they can
reset their passwords. To use the password reset feature, follow these steps:
     1. Click the “Forgot your password?” link. The Password Reset page opens (Figure 1-8).




     Figure 1-8 Password Reset Page for Admin and User Portals
     2. Enter the tenant name (if required), and user name or admin name, and click OK.
        The Password Hint page opens (Figure 1-9).




     Figure 1-9 Password Hint Page for Admin and User Portals
     3. Enter the answer to the password hint, and click OK. The portal returns to the login page and
        informs the user or administrator that a new password has been sent to their work email account.
     4. Users and administrators must check their email for the new password, enter the password in the
        login page, and click Log In to access their portals.

     Note: The password reset only works if the user or administrator has previously specified a
     password reset hint and answer for their accounts. Business users who have not specified a
     hint and answer, and have forgotten their passwords, can contact their office administrators
     for password reset assistance.


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Setting Login Passwords and Reset Hints from the Portal
Epiphany users and office administrators can log into their portals at any time to change their portal
passwords, select a password reset hint and specify the associated answer. The hint is a question that is
selected by the user and the answer is provided by the user. This feature provides a second way to
authenticate you at login time.

Specify the password and password reset settings, as follows:

     1. Login into the portal using your login ID and password.

     2. Administrators must click the Administrator tab. When a list of office and group administrators
        appears, the administrator clicks their own entry to access its details (Figure 1-10). Business users
        must navigate to My Profile in their portal to access their password specifics, as shown in Figure 1-10.

     3. Enter the new password in the Password or New Password field and re-enter it in the Confirm
        Password: field.

     4. Select a hint question from the Hint or Password Hint drop-down box and enter an answer to the
        hint question in the Answer field.

     5. Click Save.

     Note: An administrator’s Hint and Answer fields appear only if they login to the Admin Portal
     with their administrator login. If they select another administrator’s entry from the list, the Hint
     and Answer fields do not appear.




     Figure 1-10 Resetting Your Admin Portal Password




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Summary of Features
Table 1-5 lists all of the features available with an Epiphany SIP phone.
Table 1-5 Epiphany Features

  Feature Name                       Feature Description

  Basic– ACD (Automatic Call         Lets office administrators configure call distribution capabilities. Incoming
  Distribution) - ComMerchant        calls can be put into a queue until an agent can answer the call.
                                     See “ACD (Automatic Call Distribution) - ComMerchant” on page 3-2.

  Anonymous Call Rejection           Lets users refuse all calls from callers who have their caller ID blocked.
                                     See “Anonymous Call Rejection” on page 3-7.

  Audible Call Forward               Lets users who have call forwarding enabled receive an indicator
                                     from the phone when an incoming call has been forwarded.
                                     See “Audible Call Forwarding” on page 3-7.

  Authorization Code                 Lets users make an external call on a phone that allows internal calls
                                     only (*80 followed by the user’s extension number, authorization
                                     code, and the phone number the user wants to call).
                                     See “Authorization Codes” on page 3-8.

  Black List Dialing                 Allows an administrator to create outbound call restrictions for your
                                     company based on the called number or a portion of the called number.
                                     See “Black List Dialing” on page 3-9.

  Billing Codes–Mandatory            Requires that users enter a specific code each time they make a call so
                                     all of their calls can be associated with specific customers or groups.
                                     For example, billing codes can be used to identify all calls to a specific
                                     client. Internal calls can be made without billing codes.
                                     See “Billing (Account) Codes” on page 3-9.

  Billing Codes–Optional             Lets users choose whether to enter a specific code each time they
                                     make a call, so some or all of their calls can be associated with
                                     specific customers or groups (*50).
                                     See “Billing (Account) Codes” on page 3-12.

  Bridged Line Appearance            Gives the ability to program one or more phones with multiple
                                     appearances of the same extension. For example, the receptionist
                                     can have all of the office extensions programmed on his/her phone
                                     so he/she can tell when people are on their phones.
                                     See “Bridged Line Appearance Appearance” on page 3-12.

  Bridged (Multi) Line               Gives the ability to program multiple extensions on multiple phones.
  Appearances–Call Group             For example, a user can answer any extension number or place a call
                                     from any extension number programmed on his/her phone.
                                     See “Bridged (Multi) Line Appearances–Call Group” on page 3-16.

  Bridged Line                       Lets administrator assign extensions to users, but not physical phones.
  Appearances–Virtual Line           For example, a remote employee could have the bridged line appearance
                                     of his number assigned to an assistant, so the assistant can answer his
                                     incoming calls and transfer them to his location.
                                     See “Bridged Line Appearances–Virtual Line” on page 3-16.

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 Busy Lamp Field                       Lets users view the phone presence of a group of monitored extensions
                                       using visual indicators on their hard console desk phones.
                                       See “Busy Lamp Field” on page 3-16.

 Call Connection Busy                  Lets users automatically redial a busy phone number every 90 seconds
                                       (*66). The system redials the number until the phone is aswered, the
                                       user enters a feature code to deactivate redialing (*86), or the
                                       maximum duration of 30 minutes is reached.
                                       See “Call Connection Busy” on page 3-18.

 Call Forking                          Lets users register multiple devices to the same extension, so that
                                       incoming calls then ring all of the registered devices at the same
                                       time. Lets administrators restrict the number of devices bound to
                                       a user’s extension number.
                                       See “Call Forking” on page 3-20.

 Call Forward Busy                     Lets users forward all calls to a different number when the desk
                                       phone is busy (*62). To deactivate the feature, use (*63).
                                       See “Call Forwarding” on page 3-21.

 Call Forward No Answer                Lets users forward all calls to a different number when the user
                                       does not answer the desk phone.
                                       See “Call Forwarding” on page 3-26.

 Call Forward                          Lets users forward all calls to voicemail. If this feature is not
 Fixed to Voice Mail                   enabled, the “Forward All Calls to” option is not available for the
                                       user. This feature is required for transferring calls to a user’s voicemail.
                                       See “Call Forwarding” on page 3-25.

 Call Forward Unconditional            Let users forward all call to a different phone number. This feature
 (Variable)                            is also known as Call Forward Variable.
                                       See “Call Forwarding Unconditional (Variable)” on page 3-27.

 Call Groups                           Lets administrators create user groups used for specific features
                                       such as group call pickup, intercom and distinctive ringing.
                                       See “Call Groups” on page 3-39.

 Call Hold*                            Lets users place an active call on hold.
                                       See “Call Hold” on page 3-40.

 Call Logs                             Lets users view a list of the last ten for missed, incoming, and
                                       outgoing calls.
                                       See “Call Logs” on page 3-41.

 Call Park                             Lets users place an active call in a ‘hold’ state, where it can be
                                       retrieved (picked-up) by another user or on another phone.
                                       See “Call Park” on page 3-43.

 Call Pickup                           Lets users retrieve a call that has been parked at an extension (*99)
                                       See “Call Pick–up” on page 3-44.

 Call Pickup - Directed                Lets users pick up a call ringing at a specific extension in their call
                                       group (*53).
                                       See “Call Pickup–Directed” on page 3-44.

 Call Pickup - Group                   Lets the user pick up the call that is currently ringing at any of the
                                       phones in the user’s call group (*54).
                                       See “Call Pickup–Group” on page 3-45.


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  Call Reason Display                   Displays information about a call (within the same company), such as
                                        whether the call was forwarded or transferred.
                                        See “Call Reason Display” on page 3-45.

  Call Restrictions                     Lets administrators restrict dialing of emergency calls, service calls,
                                        local calls, long distance calls, international calls, carrier calls,
                                        premium calls and toll-free calls.
                                        See “Call Restrictions” on page 3-46.

  Call Transfer–Blind
                          *             Lets users transfer an active call to another extension using fixed
                                        buttons or the softkeys on their phone.
                                        See “Call Transfer” on page 3-46.

  Call Transfer–Consultative
                                   *    Lets users talk to a third party before transferring an active call to
                                        that party using fixed buttons or the softkeys on their phone.
                                        See “Call Transfer” on page 3-46.

  Call Waiting                          Plays an audible tone to indicate that an incoming call is waiting. A
                                        user can then put the existing call on hold and accept the other call
                                        or can alternate between the two calls.
                                        See “Call Waiting” on page 3-48.

  Caller ID                             Lets user’s see the name of the caller if the caller’s number is in the
                                        user’s Call Management Portal contacts list. Otherwise, the number
                                        of the caller is displayed.
                                        See “Caller ID” on page 3-49.

  Caller ID                             Presents the calling party’s name in call logs and caller ID displays
  Presentation for Contacts             using information from contact lists. Without this feature, just the
                                        phone number of the incoming call is displayed.
                                        See “Caller ID Presentation for Contacts” on page 3-49.

  Caller ID Block/Unblock               Lets users block/unblock their caller ID on outgoing calls (*61/*65).
                                        See “Caller ID Block/Unblock” on page 3-49.

  Caller Name Presentation              Presents the network name or Epiphany derived name (from contact
                                        database) to the users IP, IP-enabled digital or analog phone.
                                        See “Caller Name Presentation” on page 3-52.

  Class of Service                      Lets service providers and office administrators create groups of
                                        services, features, and dialing restrictions and apply them to one or
                                        more tenants and users.
                                        See “Class of Service” on page 3-52.

  Click-to-Call–LCD                     Lets users call any number displayed in their call list or contacts list
                                        from the phone display.
                                        See “Click-to-Call–LCD” on page 3-52.

  Click-to-Call–Portal                  Lets users call any number displayed in their call lists or contacts
                                        list from the portal.
                                        See “Click-to-Call–Portal” on page 3-52.

  Click-to-Conference                   Lets users initiate a conference and add parties from the portal.
                                        See “Click-to-Conference” on page 3-54.




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 Click-to-Email                        Lets users send an email message to a caller from the portal call
                                       logs or voicemail log.
                                       See “Click-to-Email” on page 3-56.

 Collect Call Screening                Lets subscribers redirect a pre-defined set of incoming calls, such
                                       as collect calls, by using a feature code on their phones.
                                       See “Collect Call Screening” on page 3-57.

 ComCierge                             Lets users direct their incoming calls to pre-defined phone number
 (Smart Call Forwarding)               sequences based on the caller’s assigned ComCierge group. Calls
                                       from the various groups can be forwarded differently depending on
                                       a user’s current selection.
                                       See “ComCierge (Smart Call Forwarding)” on page 3-29.

 ComSchedule                           Lets the user specify different call forwarding treatments based on
 (Call Forward                         time of day and day of the week.
 Time and Day)                         See “ComSchedule (Call Forwarding Time and Day)” on page 3-36.

 Conferencing (3-way, 4-way)           Lets users add up to three additional parties to a call.
                                       See Conferencing (3-way, 4-way)” on page 3-61.

 Contact Lists                         Lets users quickly search, view and invoke features involving
                                       personal and company-wide contacts from the contact lists.
                                       See “Contact Lists” on page 3-62.

 DID (Direct Inward Dialing)           Lets users receive incoming directly to their phone from the Public
                                       Telephone Network.
                                       See “DID (Direct Inward Dialing)” on page 3-72.

 Distinctive Ringing                   If the user’s phone supports more than one ring, the user hears a
                                       different ring depending on whether the call is an internal call,
                                       external call, or a call from the user’s call group.
                                       See “Distinctive Ringing” on page 3-73.

 DOD (Direct Outward Dialing) Lets users place outgoing calls using a standard format for local,
                              national, or international numbers.
                                       See “DOD (Direct Outward Dialing)” on page 3-73.

 Do Not Disturb*                       Lets users specify ‘send all calls to voicemail’ from a button on the
                                       phone set.
                                       See “Do Not Disturb” on page 3-74.


 Executive Busy Override               Lets one user call another user who is already on a 2-party call or
                                       who has call forwarding or do not disturb settings active. There are
                                       four different modes: 3-way, silent, whisper, and override.
                                       See “Email Notifications” on page 3-75.


 Extension Only Users                  Lets tenant provision their users with extension number only. Direct
                                       inward dial numbers are not required for all users.
                                       See “Extension Only Users” on page 3-77.




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  E.164 Numbering Plan            Lets users enter + instead of the country’s access code, followed
                                  by the called party’s country code, area code and phone number.
                                  When the call is made, the + is replaced with the country’s
                                  international access code, as defined in the Epiphany system.
                                  See “E.164 Numbering Plan” on page 3-78.


  Hunt Groups                     Lets administrators configure a series of numbers to which calls
                                  ring when the previous number tried does not answer.
                                  See “Hunt Groups” on page 3-78.


  Intercom Calling                Lets a user talk to another user in the same group or company (*96).
                                  See “Intercom Calling” on page 3-81.


  Last Call Return                Lets users redial the number of the last incoming call (*69).
                                  See “Last Call Return” on page 3-84.


  Last Number Redial              Lets users automatically redial the last dialed number by pressing a
                                  single button on their telephone or using a feature code.
                                  See “Last Number Redial” on page 3-84.


  Malicious Call Trace            Lets users immediately output information to Buckeye Telesystem about
                                  calls from annoying parties (*57). This service is hidden by default.
                                  See “Malicious Call Trace” on page 3-85.


  Message Waiting Indicator       A lamp on the phone that notifies the user that a message has been
                                  left in voicemail.
                                  See “Message Waiting Indicator” on page 3-86.


  Microsoft Office                Lets users manage their Epiphany communication services through
  Outlook Integration             Microsoft Outlook.
                                  See “Microsoft Office Outlook Integration” on page 3-58.


  Music on Hold                   Lets callers hear music when they are on hold for any reason such
                                  as call hold, call transfer, conference or call park.
                                  See “Music on Hold” on page 3-86.


  Online Help                     Lets users access a help system from the portal. Information includes
                                  how to use the phone and how to use the portal to manage the features.
                                  See “Online Help” on page 3-86.


  Outgoing Call Barring           Lets users block/unblock the types of outgoing calls that can be made
                                  from their phone and view the restriction setting from the portal (*55/56)
                                  See “Outgoing Call Barring” on page 3-87.


  Personal User Profile           Lets users change personal information such as phone numbers
                                  and home address in their profile.
                                  See “Personal User Profile” on page 3-88.


  Personal Passwords              Provides secure user access to the portal interface.
                                  See “Personal Passwords” on page 3-90.



                                                                                        Continued on Next Page


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 Phone Number Quick Links        Lets users access frequently used phone numbers such as their
                                 mobile phone, and home phone in the portal through easy to use links.
                                 See “Phone Number Quick Links” on page 3-91.


 Refuse List                     Lets users define a list of callers who are automatically forwarded
                                 to voicemail or hear a busy signal.
                                 See “Refuse List” on page 3-93.


 Remote Click-to-Call (ComRIO) Lets users make an outgoing call using any phone. The called party
                               sees the user’s work number as the caller ID.
                                 See “Remote Click-to-Call (ComRIO)” on page 3-94.


 Ring Timers                     Lets users specify the length of time they want to have a particular
                                 forwarding number ring, which can speed up the call forwarding process.
                                 See ”Ring Timers” on page 3-95.


 Sequential Ringing              Lets users have calls ring in sequence when a call forwarding
                                 treatment is active.
                                 See “Sequential Ringing” on page 3-96.


 Simultaneous Ringing            Lets users have all incoming calls ring several different phones at the same
                                 time when a call forwarding treatment is active. ComCierge is required.
                                 See “Simultaneous Ringing” on page 3-97.


 Speed Dialing–Corporate         Lets administrators program up to 29 speed dial numbers accessible
                                 to all users in the tenant.
                                 See “Speed Dialing” on page 3-97.


 Speed Dialing–Personal          Lets users program up to 20 personal entries. Speed dial numbers
                                 can be programmed using the portal or the phone.
                                 See ”Speed Dialing” on page 3-97.


 Station to Station Dialing      Lets users call other extensions in their company by pressing 3-, 4-,
                                 or 5-digit extensions.
                                 See “Station to Station Dialing” on page 3-100.

 Survivability Number            Lets users specify a number, to which calls are routed if there is no
                                 connection to the user’s phone and call forwarding is not activated.
                                 See “Survivability Number” on page 3-100.


 Tenant Level Reports            Lets office administrators retrieve and view company-wide user and
                                 endpoint device reports.
                                 See “Tenant Level Reports” on page 3-102.


 Voicemail Integration           Lets users access voicemail mes1sages from the phone and view
                                 messages from the portal.
                                 See ”Voicemail Integration” on page 3-105.




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                                                                          Chapter 2

Enabling Epiphany Features
Epiphany features are enabled by a system administrator by assigning a class of service (COS) template
to each user. This chapter contains the following topics:
      • “Understanding How to Enable Features” on this page.
      • “Enabling Features Using the Command Line” on page 2-2.


Understanding How to Enable Features
When your service was created, the system automatically creates the default Class Of Service (COS)
template based on the initial service list assigned. The default COS template is a copy of the first service
list assigned to your company and it is automatically assigned to a subscriber (user) until the administrator
or Buckeye creates and assigns another template for the user. Additional COS templates can be created by
the administrator based on the attributes of the service lists assigned to the tenant.
Class of service templates are created and managed using the Admin Portal. Class of service templates
have the following attributes:
      • Typically created in the Admin Portal by the administrator or Buckeye.
      • The company’s default COS template is based on a service list selected by Buckeye.
      • COS templates may or may not have licensing restrictions, depending on the configuration ordered
         by the tenant.
      • Each user is assigned exactly one class of service template.
      • If not defined, the user is automatically assigned the default class of service template.
An administrator assigns a class of service to a user when the user is created in the Admin Portal, as
shown in Figure 2-1.




      Figure 2-1 Setting User’s Class of Service

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2 Enabling Epiphany Features


Selecting a class of service for a user assigns groups of features, services and calling privileges to the
user. As the administrator selects a different COS template from the drop-down list, the display changes
according to the feature settings associated with the template.


Create/modify Class of Service Lists
With the Epiphany service, there are 3 primary packages:
     • Basic
     • Enhanced
     • Premium
     You may determine that a set of employees or a department should not receive a specific feature
     that is available in their package. One way to remove this feature from an employee is to go into
     each user’s class of service and disable the feature. This method works well if the changes are
     minimal. However, if there are several employees who should have a subset of one of the Epiphany
     lists, you can create a specific COS template and when applied to the employees, they will inherit the
     features that the administrator enables.

To create a unique company Class of Service, do the following:
      1. Log into the Call Management Administrator Portal
      2. Expand the services pane.
      3. Expand the COS templates and click “New Template”
      4. Enter a template name (ex. Sales, Customer Service, etc)
      5. Select the Service List to modify (Basic, Enhanced, Premium). The number of employees
         currently assigned to each Class of Service is in parenthesis. (see figure 2-2)




      Figure 2-2
      6. If necessary, enter a template description
      NOTE: Template names can only contain letters, numbers or an underscore, no spaces are allowed.
      7. Click Save.
      8. Return to the drop down list and select the new Class of Service.
      9. Enable/disable features that should be available to the group of employees. (figure 2-3)




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     Figure 2-3
     10. Click Save.
     11. To assign the new template to a user, click the name of the employee under the “Employees”
         tab. When the details pane opens, click on the services pane. (See figure 2-4).




     Figure 2-4
     12. From the Template Name drop down list, select the newly created Class of Service. Click on
         Save Changes, and the new Class of Service will be assigned to the selected employee.
     13. To make additional Class of Services or assign different Class of Services to employees, repeat
         the steps above.

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                                                                        Chapter 3
Using Epiphany Features
The Epiphany service provides voice services ranging from traditional business telephone features to value-
added telecommunication applications. This chapter describes how to initiate and use each feature. Many
of the features can be accessed using more than one of the following methods:

     • Using the phone display and the softkeys. The size of the display and the number of softkeys
       depends on the type of phone. On some phones the user may view more text and use a variety
       of softkeys to navigate through the display. However, the softkey functionality is the same on all
       Epiphany phones.

     • Using the handset.

     • Using the programmable buttons.

     • Using the fixed buttons.

     • Using End-User Call Management Portal.

     This chapter contains the details about how to use each feature, in alphabetical order.

     A list of feature Star (
                             *) codes begins on page 3-XXX.




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ACD (Automatic Call Distribution) – ComMerchant
ComMerchant lets office administrators create special telephone numbers where callers are queued for
answering by agents when they are available. For example, ComMerchant can be used for a customer support
group, people taking reservations, or people making appointments. For customer service, customers with sup-
port contracts can be given a specific support number, which is the ComMerchant telephone (pilot) number.
Customer support agents can then check themselves in or out of the ACD group.
An administrator can configure up to 100 ACD queues that can have up to 32 agents at any given time
for their company. The maximum numbers are established using system-wide attributes and cannot be
modified by the administrator.
ComMerchant attributes include the following:
      • ComMerchant provides queuing.
      • Members of an ACD group can make themselves unavailable at any time. For example, ACD agents
        can make themselves unavailable when they go to lunch. The agents do not need to constantly
        check in and out of their ACD group.
      • Agents can check themselves in and out of the ACD group at will using the programmable feature
        buttons on their telephone.
      • Administrators create multiple ACD groups. When multiple groups have been created, agents
        check themselves into a specific group by entering the pilot number (extension) for the group and
        an optional passcode if one is specified. The administrator also specifies the number of callers
        allowed in the queue, the number of agents that can be checked into the group at one time, and
        the announcement/music file to play for callers to the specified group.


Enabling Automatic Call Distribution (ACD)
Office administrators can add or edit an ACD (ComMerchant) group by following these steps from their Admin Portals:
      1. Click the ComMerchant tab in the Admin Portal Groups panel. The ComMerchant group panel
         appears (Figure 3-2).
      2. Do one of the following:
        - To add a new group, select --- New Group ---from the drop-down list of ComMerchant groups
          and enter the name of the group. Once the group is added the group name cannot be edited.
        - To view or edit an existing group, select the group from the drop-down list of ComMerchant groups.




Figure 3-2 Viewing and Editing a ComMerchant Group
      3. Fill in the information for a new or existing ACD group as described in Table 3-1:

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Table 3-1 ACD Group Fields

 Field                  Description

 Group Name             Required field. The ACD group name must consist of no more than 20 characters
                        and must be unique within your company. Group names can contain letters,
                        numbers, underscores and spaces. Once the group is created the name cannot be
                        changed.

 Description            Enter a description of the ACD group. This field is optional.
                        Maximum length is 30 characters.

 Extension              Required field. Enter a unique 4- or 5-digit extension. This is an internal number and
                        is typically equal to the last four digits of the ComMerchant phone number you give
                        to your customers (public number). However, it can be any number you choose. This
                        is also the group ID for this ACD group. Representatives must enter this number to
                        check into the group if more than one ACD group is created for your company.

 Public Number          Required field. Enter a public number that people call to access the ACD group.
                        Click the (find available public number) Go button to view a list of unassigned public
                        numbers available to your company and enter a number from the list. The phone
                        number you select is removed from the list of available numbers.

 Final Destination      Enter a destination phone number for calls that are not answered by ACD group
                        members. A common destination number is your company’s voicemail number. The
                        final destination cannot be an external number.

 Pass Code enable       Click the checkbox to enable or disable the passcode feature. If passcode is
                        disabled, representatives do not need to enter a passcode when checking into the
                        ACD group. If passcode is enabled, representatives must enter the ACD group’s
                        extension number, then the passcode to check into the group.

 Pass Code              Required field when Passcode is enabled. Enter a 4-digit number that ACD
                        representatives must enter when checking into their ACD groups.

 Maximum Wait Time Enter the maximum number of minutes a call waits in the group’s queue before
                   going to the final destination. Refer to Table 3-2 for the recommended value for this
                   setting based on the average number of representatives checked into the ACD
                   group at one time. You can also use the following formula to determine your call
                   timer setting:

                        Queue Timer = [(# of agents checked in) * Ring No Answer Timeout (16 seconds)].

 Maximum Number of Enter the maximum number of representatives that can be checked into the ACD
 Agents in Group   group at one time. The default value is 32.

 Maximum Number of Enter the maximum number of calls that can wait in the queue. The default is 32.
 Calls in Queue    Calls that exceed the maximum number of calls go straight to the final destination.

 Music File Name        Required field. Select the announcement and music file you want to play to callers
                        when they are waiting in the queue. The music files are added to the system by Buckeye
                        TeleSystem. If you want custom music and announcements contact your
                        Buckeye Account Executive.




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     4. When finished, click Save.
     Note: If you configure more than one ComMerchant group, the system does not know
     which group an agent is checking into unless they enter the extension number associated
     with the group. For example, agents must enter the pilot extension number for their group
     after pressing the check-in key and hearing the dial tone.
     5. Make sure a check in/check out feature button is created on the phones of the ACD agents.
        Agents must have check in/check out and agent available buttons on their phones to check
        themselves in and out of the ACD group.
     On Epiphany phones, the method of creating the check in/check out button depends on whether the
     phone vendor implemented this feature. Contact your Buckeye TeleSystem Account Executive for
     more information.

Table 3-2 Recommended Values for Maximum Wait Time

  Number of Representatives              Max. Time a Call Waits in Queue
  1–2 representatives                    1 minute

  3–6 representatives                    2 minutes

  7+ representatives                     3 minutes

After the ACD groups have been created and check in/check out feature keys have been designated on
agent’s phones, administrators can provide the ComMerchant telephone number to their customers. Calls
to the specified number are sent to the extensions of the users that are currently checked into the group.
While on hold, as an agent’s phone is ringing, the callers hear music. Additionally, a message thanking
them for holding is played every 30 seconds.

To delete an ACD group, click the Delete Group button in the panel. When a confirmation message
displays, click Delete Group again to delete the selected group. The ACD group is removed from the
drop-down list in the ACD group panel.


Checking In and Out of an ACD Group
The Rep Check-in/Check-out button toggles between the user’s extension being part of the ACD group
so the user can receive calls coming into the group or the extension is not part of the group. The Agent
Avail button and its associated LED indicate if the user is available to answer calls. When the user picks
up an ACD call, the system makes the user unavailable automatically. When the agent is ready to receive
another call, they must push the Agent Avail button to indicate their available status.

     Note: The Rep Check-in/Check-out and Agent Avail buttons can only be used when the
     phone is on-hook and there is no activity or when the user puts an active call on hold.

     The Rep Check-in/Check-out and the Agent Avail button on the agent’s phone is used, as follows:

     • Press the Rep Check-in/Check-out button to check into or out of the company’s ACD group. If the
       company has more than one ACD group, the agent must select their group by entering the pilot
       phone number.

        If the ACD group has been assigned a 4-digit passcode, the agent must enter the passcode after
        pressing the Rep Check-in/Check-out button.

        Table 3-3 describes the check-in/check-out procedure for different ACD group and passcode scenarios.


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Table 3-3 ACD Group and Passcode Combinations

      Multiple           Group            Check-in/
     ACD Groups         Passcode          Check-out Procedure

          No                No            Press the Rep Check-in/Check-out feature button. Agents
                                          hear secondary dial tone if they have successfully checked
                                          into the ACD group.

          No                Yes           Press the Rep Check-in/Check-out feature button, wait for
                                          secondary dial tone, then enter the 4-digit passcode.

          Yes               No            Press the Rep Check-in/Check-out feature button, wait for
                                          secondary dial tone, then enter the pilot extension number
                                          of the ACD group.

          Yes               Yes           Press the Rep Check-in/Check-out feature button, wait for
                                          secondary dial tone, then enter the pilot extension number
                                          for the ACD group followed by the 4-digit passcode.
                                          For example, one ACD group has the pilot extension number
                                          5555 with passcode 1234, and another group has the pilot
                                          extension number 6666 with passcode 5678. To check into the
                                          first ACD group, agents must press the Rep Check-in/Check-
                                          out feature button, then dial 55551234.

        After an agent has checked himself into the ACD group, the indicator next to the Agent Avail
        button is lit, indicating that the user is available to receive calls from the group. As soon as the
        agent takes a call from the ACD group, the LED is no longer lit, indicating that the user’s extension
        is unavailable for calls from the ACD group.

     • After finishing a call, the agent must press the Agent Avail button to make his extension available
       to calls from the ACD group. The indicator next to the Agent Avail button remains lit until the user
       answers the next call from the ACD group.

     • If an agent is currently unavailable to take calls from the ACD group, the user can press the Agent
       Avail to toggle the availability status and make his extension temporarily unavailable. The indicator
       next to the Agent Avail button is no longer lit.

       The Agent Avail button lets the agent remain part of the ACD group but stops calls from coming
       to the user as long as he specifies that he is unavailable.


ComMerchant Behavior
When calls are made to the ComMerchant number, callers enter a queue, and the phone of the next
available ACD agent rings. If no agent is currently available, the caller is held in the queue until an agent
becomes available or until the ACD group’s timer expires, at which time they are connected to the final
destination number (usually a voicemail number). The end result is an ACD group ensuring their
company addresses incoming calls from customers. While on hold, customers hear music and a message
thanking them for waiting.

     Note: If callers are on hold in an ACD queue, they can exit the queue by pressing the 0 key.
     The callers are immediately forwarded to the final destination for the ACD group, usually a
     voicemail system where they can leave a message.

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      Table 3-4 describes how ComMerchant behaves given specific events. The information in this table
      assumes the final destination is the voicemail number.

Table 3-4 ComMerchant Behavior and Call Destinations

 Event                                   ComMerchant Behavior                                      Call Destination
A call comes into the ACD group,         ComMerchant sends the call to the first available         The call is sent to the next available
and one or more agents are               agent.                                                    agent.
checked in and are available to
take the call.

A call comes into the ACD group,         ComMerchant forwards the call directly to                 The call is sent to voicemail.
and no agent is checked in.              voicemail.

A call comes into the ACD group,         ComMerchant places the call in the ACD queue.             The call is sent to the ACD queue or to
and one or more agents are               As soon as an agent becomes available, the call           voicemail.
checked in but all agents are            is sent to the agent’s extension.
unavailable.
                                         If no agent becomes available within the time
                                         limit for queueing a call, ComMerchant forwards
                                         the call to voicemail.

A call comes into the ACD group,         ComMerchant sends the call to the first available         The call is forwarded to the extension of
and agents are checked in. How-          agent. If the agent does not answer his phone,            the next available agent, or to the ACD
ever, the first available agent is       ComMerchant changes the status of the agent’s             queue if all agents are unavailable.
not at his desk to take the call.        extension to “unavailable” and forwards the call
                                         to the next available agent. If all other agents are
                                         unavailable, the call is queued.

An agent is checked into the ACD         Since the first call did not go through the ACD           The call is sent to the extension of an
group and available to take a call.      group, it is not affected by ComMerchant, and             available agent, or to the ACD queue.
He first receives a direct call to his   the agent is still “available”. If the agent is next in
extension, and then receives a call      line for a call from the ACD group, and his phone
from the ACD group while he is           has two lines, an incoming ACD call is sent to the
still talking to the first caller.       agent’s second line. If the agent’s phone has only
                                         one line, ComMerchant changes the status of the
                                         agent’s extension to “unavailable”, and forwards
                                         the call to the next available agent. If no other
                                         agent is available, the call is queued.

An agent is checked in the ACD           The status of the agent is changed to “unavail-           The call is forwarded to the agent’s
group, activates the Do Not Dis-         able” for all calls, including calls from the ACD         voicemail box, if he has one, or the caller
turb feature on his desk phone.          group.                                                    hears a busy signal.

A number of calls are still in the       ComMerchant forwards all remaining calls in the           The call is forwarded to voicemail.
ACD queue when the last agent            ACD queue to voicemail.
checks himself out of the ACD
group.

The agent receives a call directly       Since the second call did not go through the              The call is sent to the extention of the
to his extension while he is han-        ACD, it is not affected by ComMerchant.                   agent.
dling a call from the ACD group.
                                                                                                   If the agent has a second line, the direct
                                                                                                   call comes in on the second line. If the
                                                                                                   agent has only one line, the second caller
                                                                                                   either hears a busy signal or is forwarded
                                                                                                   to the agent’s voicemail box, if he has
                                                                                                   one.

The agent has more than one              ComMerchant sends the call to all phones                  The call is sent to the extension of the
phone registered to his extension        registered to the agent’s phone number. One of            agent.
and available to take a call.            the agent’s phones must support ACD check-in/
                                         check-out functionality.




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Anonymous Call Rejection
 Administrators can configure a user’s extension to reject all incoming calls where the caller ID is blocked by
the caller. Calls from caller ID blocked phones are sometimes called anonymous calls. If an incoming call
is received by the Epiphany system where the caller ID is provided and the privacy indicator is enabled in
the call setup message, the call is treated as an anonymous call. If an incoming call does not have caller ID
information, the call is treated as a normal call and is presented to the user. When this feature is enabled,
anonymous callers hear an intercept announcement or a busy tone when they call the user’s phone number.


Anonymous Call Rejection Feature Interactions
Anonymous call rejection feature interacts with other Epiphany features as follows:

      • Does not work for ACD group and hunt group numbers.
      • Call transfer–Blocked calls can be transferred to an extension with anonymous call rejection
        enabled if the originally called number does not have anonymous call rejection enabled.
      • Call forwarding–Blocked calls are not forwarded.
      • ComCierge–Blocked calls do not follow ComCierge treatments.
      • Call logs–Blocked calls are not stored in call logs.
      • Call Waiting–Blocked calls are not placed in the call waiting queue.
      • Caller ID block/unblock–Users that block their caller ID cause the Anonymous Call Rejection
        feature to be applied to Epiphany subscribers.
      • Do Not Disturb–Blocked calls are not forwarded to voicemail or given a busy signal.
      • Last Call Return–Blocked calls do not get stored, so the last call return feature cannot be used to
        call an ACR call.
      • Malicious call trace–Blocked calls cannot be traced.
      • Simultaneous Ring–Blocked calls do not engage simultaneous ring settings.


Audible Call Forward
When a user enables unconditional call forwarding (call forwarding variable) and receives an incoming
call, Audible Call forward causes the desk phone to produce a two-second stutter tone and display a
message. The message informs the user that a call has been received and forwarded to the specified
number. Without Audible Call forward, users can wonder why they are not receiving incoming calls to
their phones, forgetting they have enabled unconditional call forwarding. Call forwarding variable and
Audible Call forward must be enabled in a user’s class of service.
      When a user activates unconditional call forwarding from their portal or from the phone, audible call
      forwarding is usually turned on automatically.
      The feature interactions with Audible Call forward are:
      • Picking up the phone while the stutter tone is played does not connect you to the incoming call.
        When you pick up the phone, the dial tone plays.
      • ComCierge–Audible Call forward does not indicate calls that are forwarded by ComCierge.
      • Bridged line appearance–Audible Call forward operates on a user’s bridged line appearances.
      • Call forking–Audible Call forward operates on all devices to which calls are forked.




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Authorization Codes
The authorization code feature allows users to make calls from phones using their own calling restrictions,
overriding the dialing restrictions of the phone. For example, a user can make an international call on a
lobby phone that allows internal calls only by using the authorization code feature code and his PIN.

Enabling Authorization Codes
The authorization code feature must be enabled in the user’s class of service and the user must have a PIN
defined in their profile (Figure 3-4).




     Figure 3-4 Changing a Userís PIN Number

Using Authorization Codes
Users can make a call using the authorization code feature as follows:
     *80*extension*pin*phone number where extension is the user’s extension number, pin is the PIN
     defined in the user profile, and number is the phone number to call.
     For information about entering or changing a PIN in the portal, see “Setting Personal Passwords” on
     page 3-90.

Feature Interactions
The interactions between authorization codes and other features are:
     • Call Restriction – You can override a call restriction with an authorization code.
     • Call Forwarding Variable – Authorization codes cannot be embedded in call forwarding destinations.
       The forwarding destination is under the same restriction as the user’s dialing restrictions.
     • Call Transfer – If transferring to a restricted destination, you can dial an authorization code to
       reach the destination.
     • Last Number Redial – An authorization code is not retained for a redial. If you enter an authorization
       code for the previous call, the redial is blocked.
     • Speed Dialing Personal – You cannot combine an authorization code with a speed dial code.




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Black List Dialing
Black list dialing allows business users to specify a range of phone numbers or specific phone numbers that
cannot be called. Using a combination of class of service dialing restrictions and the company dialing plan,
Epiphany restricts callers from dialing specified (black) numbers. Consider the following recommendations
as you plan black list dialing:
      • Subscribers are allowed to dial any subscriber within their company, which is defined in the public dial plan.
      • Implement the restrictions at the company level for all subscribers.
      • Implement either black list dialing or White List Calling for all subscribers.
      Implementing restrictions differently from the above list requires assistance from Buckeye
      TeleSystem Business Relations.

Using Black List Dialing
When a user dials a phone number, the phone number is analyzed to determine if the user has any
restrictions on the call. If the dialed number is a black list number and the user’s black list dialing call
restriction is enabled, the call is blocked, and the user hears an announcement.


Billing (Account) Codes
Billing codes let business users assign specific codes to some or all of their outgoing calls. These codes
can then be used to bill calls to clients, departments, projects, or for tracking purposes. For example,
billing codes can be used to track the time spent on a phone consultation with a client, or to track all calls
that are made in a specific business department. The billing code length can be 2 to 9 digits long, and is
set by Buckeye TeleSystem. The actual billing codes are created by the office administrator through the
Admin Portal. The Admin Portal does not include a billing code report, so administrators must contact
Buckeye TeleSystem and request a monthly billing code report.
Once the office administrator creates a billing code, it is added to the list of available billing codes in every
employee’s End-User Portal. Employees can then select this code when making calls using the click-to-call
feature in their portal, or enter the code on their phone before making external calls.
The office administrator can enable the billing code feature for individual users in their company in one
of two ways:
      • Mandatory billing codes–Employees must enter a billing code when making an outgoing call. Calls
        are not connected until a valid billing code is entered.
      • Optional or voluntary billing codes–Employees have the option of entering a billing code when
        making an outgoing call.
      Billing codes apply when you:
      • Make an outside (external) call.
      • Transfer an outside call to an external number.
      • Initiate an outside call using click-to-call, a speed dial code, or a feature button.

      Note: Users can contact their administrators to find out whether their company uses billing
      codes, and if so, whether they are mandatory or optional billing codes.




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Managing Billing Codes
Office administrators can use their Admin Portals to add and change billing codes for employees in their
company, by clicking the Billing Codes panel bar from the Services column. The Billing Codes panel dis-
plays and lists any billing codes currently configured for the company (Figure 3-5).




     Figure 3-5 Billing Codes Panel

     Note: If the Billing Codes panel bar does not appear in the Admin Portal’s Services panel,
     then the service is not available for your company The office administrator must then
     contact Buckeye TeleSystem to enable the feature.

     To add a new billing code, do the following:
     1. Enter a billing code in the Enter code field and an optional description in the Enter description
        field. When entering a new billing code, note the following:
        - Never create a billing code that starts with the first digit of your internal extension numbers, or
          the number used to make external calls (usually 9).
        - Billing code length is 2 to 9 digits in length, and the maximum length of the billing code
          description is 25 characters.
     After you enter a billing code and description, Add Code and Cancel buttons appear (Figure 3-6).




     Figure 3-6 Creating Billing Codes from the Admin Portal

     2. Click Add Code to add the new billing code to the list, or Cancel to clear the code and
        description fields.
        When you click Add Code, the new billing code and description is added to the list.
     Note: If the administrator receives a message that they cannot increase the number of billing
     codes, they must contact Buckeye TeleSystem and request to increase the maximum number
     of billing codes allowed. Administrators can then add more billing codes for their employees.
     After a billing code is created, the administrator cannot change the number or description.
     Administrators must delete the billing code entry and create a new one.
     To delete a billing code, click Delete Code. A confirmation message displays. Click Delete Code
     again to delete the billing code. When you click Delete Code the billing code is deleted and removed
     immediately from the billing code list.
     Caution: All calls using billing codes fail if administrators create billing codes that do not
     agree with the billing code digit map assigned to their company.




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Enabling Billing Codes
The Billing Code-Mandatory or Billing Code-Optional feature must be enabled in a user’s class of
service for this feature. Only one of the billing code features can be selected at a time.
       Note: Emergency calls (E911) and internal calls override the mandatory billing code
       feature. You do not need to enter a billing code when you call 911, or when you make a
       call to another extension within your company.


Using Billing Codes
Billing codes are not required for emergency calls (for example, 911 in the US and Canada), and calls
between extensions.
Table 3-5 describes how to use the billing codes with different types of calls

Table 3-5 Using Billing Codes

 Activity                          Billing Code   Action
 Make an outside call or           Mandatory      Dial the PSTN access number, if required by your phone. When you hear dial tone,
 conference.                                      dial the phone number you want to call. When you hear dial tone again, enter the
                                                  billing code.
                                                  Optionally, you can press # after you have entered the billing code. If you do not
                                                  press #, there is a 4 second delay before the system initiates the call.
                                                  If the billing code is invalid, you hear a fast busy tone or an intercept announcement.
                                   Optional       If dial plan changes have been made to support optional billing codes from SIP
                                                  phones, press *50<optional billing code>*<phone number>.

 Make an internal call.            Mandatory      Dial the extension you want to call.
                                   Optional       Dial the extension you want to call.

 Transfer a call to an             Mandatory      Press a key or softkey on your phone to initiate a call transfer, and dial the external
 external number.                                 number. When you hear a secondary dial tone enter a valid billing code.
                                                  Optionally, you can press # after you have entered the billing code. If you do not
                                                  press #, there is a 4 second delay before the system initiates the call.
                                   Optional       Press a key or softkey on your phone to initiate a call transfer, then dial *50 and
                                                  enter a valid billing code. Dial the external number.

 Make an emergency call.           Mandatory      Dial the emergency number. For example, in the US, dial 911. You do not need to
                                                  enter a billing code.
                                   Optional       Dial the emergency number.

 Call directory assistance.        Mandatory      Dial the number for an outside line and dial the directory assistance number. For
                                                  example, in the US, dial 9, followed by 411. When you hear dial tone again, enter
                                                  the billing code.
                                   Optional       Dial the directory assistance number.

 Redial a number you               Mandatory      Press the Redial button, or dial *00.
 previously called and
 had already entered               Optional       Press the Redial button, or dial *00.
 a billing code for.

 Make a call using click-to-call   Mandatory      Click on the phone number you want to call and choose a billing code from the billing
 or click-to-conference.                          code drop down list, as described in “Using Click-to-Call from the Portal” on page 3-52.
                                   Optional       Click on the phone number you want to call and choose a billing code from the
                                                  billing code drop down list if desired, as described in “Using Click-to-Call from the
                                                  Portal” on page 3-52.

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 Make a call using a feature Mandatory   To use feature buttons in conjunction with mandatory billing codes, you can do one
                                         of the following:

                                         • Press the feature button for the number you want to call. When you hear a
                                         secondary dial tone, enter the billing code.

                                         • Assign the billing code and the phone number to the feature button, as follows:
                                         9#<phone number>#<billing code>. For more information about assigning billing
                                         codes to your feature buttons,

                            Optional     To use feature buttons in conjunction with optional billing codes, you must first
                                         assign the billing code to the feature button, as follows: *50<billing code>#<phone
                                         number>

                                         For more information about assigning billing codes to your feature buttons.



      To make an outside call from the End-User Portal using mandatory or optional billing codes, see
      “Click-to-Call–Portal” on page 3-52 and “Remote Click-to-Call (ComRIO)” on page 3-94.


Bridged Line Appearance
Bridged line appearance allows a phone number to appear on multiple phones. Incoming calls to that
number alert all lines, and the state of the line is maintained across all phones. Possible states of the line
include busy, hold, and idle.

      Bridged line appearances lets users do the following:
      • Answer a call that comes into someone else’s phone using the bridged line button.
      • View the state of a user’s phone to determine if that person’s line is busy or free.
        For example, viewing a bridged line to a manager’s extension on her phone lets a receptionist
        check if the line is busy before transferring a call to that extension.
      • Pick up a call that was put on hold by pressing the associated bridged line button.
      • Use a virtual extension to receive incoming calls.

        A virtual extension is an extension that is associated with a user but not with a physical telephone.
        For example, an assistant can bridge a remote employee’s extension on her phone. When a call
        comes in for the remote employee, the assistant answers the call by pressing the bridged line and
        then transfers the call to the employee’s remote location or cell phone.

      Note: All phones need a light or other visual status indicator next to each feature button.
      These lights help an attendant identify when a line is busy or free.
      Bridged line appearance is not supported for analog phones




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Enabling Bridged Line Appearances
Bridged line appearances (BLAs) can only be configured using the tools supplied by the SIP phone vendor.
The process of configuring bridged lines on the phone itself depends on the type of phone and whether the
phone software supports bridged line appearances. Usually, the configuration is done via special configu-
ration files that the phone downloads during the boot process. For more information about configuring
bridged line appearances on your phone, contact your Buckeyey TeleSystem Account Executive.

You also cannot use the Admin Portal to assign a bridged line appearance to a SIP phone. BLAs can only
be assigned to phones using the phone vendors configuration tools. However, you must use the Admin
Portal to set up line authorizations for each user whose extension is to appear on another phone.

Authorizing Multiple Line Appearances
After logging into the Admin Portal, you can define a list of line extensions that are authorized to bridge
to a user’s extension by using the Authorize BLA field in the user’s General details panel as shown
below in Figure 3-7




     Figure 3-7 Authorize BLA List

     A subscriber must specify the other users in the company that are authorized to bridge the
     subscriber’s extension to their SIP phones. Click Go to access the subscriber’s Authorize BLA list.
     Add users to the list by dragging and dropping them from the Employees directory.

     Note: The Busy Lamp Field feature restricts BLA configuration as follows: a) The user
     must not have Busy Lamp Field (BLF) enabled in their class of service. If the user has Busy
     Lamp Field enabled, an error appears indicating that BLF is enabled when the administrator
     clicks the Authorize BLA Go button. b) The administrator cannot add a user who has BLF
     enabled to the BLA Authorize list.

     The subscriber and users that you add to the subscriber’s Authorize BLA list must have User IDs
     assigned in their profiles. When you add an employee without an assigned User ID to the Authorize
     BLA list, the employee’s entry is not saved when you click Save Changes.

     Note: When adding or removing entries from a user’s Authorize BLA list, the list updates
     immediately so you can see new or deleted entries. However, you must click Save Changes
     to save your changes in the system database.




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Using Bridged Line Appearances
Depending on how the bridged line is set up on your phone, an incoming call either rings your phone or
the LED for the associated bridged line flashes.
To pick up the call on the bridged line, press the associated bridged line button with your phone while
on-hook, or pick up your handset and then press the bridged line button. You are connected with the
caller. While you are engaged on a call on the bridged line, the line’s LED remains lit.
If you are on an active call when one of your bridged lines starts ringing, you can pick up the call on the
bridged line by pressing the associated line button. This automatically puts the first caller on hold, and
connects you with the caller on the bridged line. You can toggle between the two calls by pressing either
line button.

     Putting a Caller on Hold
     While on an active call, you can put a caller on hold by pressing the Hold button, or by pressing the
     softkey below Hold on the LCD, as described in “Using Call Hold” on page 3-40.
     Once a caller is put on hold, the LED for the user’s extension starts blinking on all phones that have
     the user’s extension configured as a bridged line appearance. Any user with a bridged line appearance
     of that extension can now pick up the held call by pressing the bridged line button for that extension.

     Transferring a Caller
     While on an active call you can transfer a caller to an internal number, or an outside number, as
     described in “Call Transfer” on page 3-46.

     Parking a Call
     A user can park a call at any internal extension, as described in “Using Call Park” on page 3-43. Once
     the call is parked anybody within your company can pick up the call, as described in “Using Call Park”
     on page 3-43.

     Using Conferencing
     Once a user picks up a call on your bridged line, she can set up a conference call with up to three
     other parties, as described in “Using Conferencing on Phones” on page 3-61.

     Bridged Line Behavior
     This section describes how bridged lines behave in a variety of call situations. Table 3-6 describes
     the call events and the associated bridged line behavior. To better illustrate the bridged line behavior
     we assume a scenario where an assistant and a receptionist have bridged line appearances for the
     manager’s phone.

Table 3-6 Bridged Line Behavior
 Call Event                   LED Status                      Bridged Line Behavior
 An incoming call rings the   The LED button flashes on all   The assistant or the receptionist can pick up the
 manager’s phone.             three phones.                   call by pressing the line button for the manager’s
                                                              extension on their phone while on-hook, or by
                                                              picking up the handset and pressing the line button
                                                              When one picks up the call, the bridged line
                                                              appearance on the other two phones are marked
                                                              as active (bridged line appearance LEDs are lit).

                                                                                          Continued on Next Page
 Call Event                   LED Status                      Bridged Line Behavior

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 Call Event                    LED Status                              Bridged Line Behavior
 The manager is on an          The LED button for the                  The LEDs on the bridged lines to the
 active call.                  manager’s phone are lit on all          manager’s extension is lit on the other two
                               three phones.                           phones, indicating the manager is on a call.

 The manager is on the         The LED button for the active call      The bridged line for the active call is blocked on
 phone and gets a call on      is lit all all phones. The LED button   the assistant and the receptionist phones.
 his second line.              for the manager’s second line
                               flashes on all phones.                The assistant or the receptionist can pick up
                                                                     the call by pressing the line button for the
                               If the assistant or receptionist only manager’s second line on their phone while
                               has one line appearance by the        on-hook, or by picking up the handset and
                               managers phone, they only see the pressing the line button. When one picks up
                               activity on the managers first line. the call, the bridged line appearance on the
                                                                     other two phones are marked as active.

 The manager puts a caller     The LED for the manager’s line          The manager, the assistant, or the receptionist
 on hold.                      flashes on all three phones.            can pick up the held call by pressing the
                                                                       associated line button.

 The manager receives a        The LED button flashes on all           The assistant or the receptionist can pick up
 call but has activated Do     phones but does not ring the            the call by pressing the line button for the
 Not Disturb on his phone.     the managers phone.                     manager’s second line on their phone while
                                                                       on-hook, or by picking up the handset and
                                                                       pressing the line button. When one picks up
                                                                       the call, the bridged line appearance on the
                                                                       other two phones are marked as active.

 The manager’s phone is        When the manager’s phone rings,         The assistant or the receptionist can pick up
 ringing. He does not want     the line LEDs flash on all phones.      the call by pressing the line button for the
 to be disturbed and presses   As soon as the manager presses          second line on their phone while on-hook,
 the Not Disturb button.       the Do Not Disturb button, the          or by picking up the handset and pressing the
                               LEDs stop flashing.                     line button. When one picks up the call, the
                                                                       bridged line appearance on the other two
                                                                       phones are marked as active.

 The manager is not in         The incoming call does not ring         The call cannot be picked up by the
 his office and has set his    on any of the phones.                   receptionist.
 call treatment to forward
 all incoming calls to his
 cell phone.

 The manager is not in his     When the manager’s phone                If nobody picks up the call it is forwarded
 office and has enabled        rings, the LED buttons flash on         according to the Reach Me setting.
 the Reach Me feature to       all phones.
 forward his calls                                                     If the assistant or the receptionist pick up the
                                                                       call before the fourth ring, they are connected
                                                                       to the caller. The assistant or the receptionist
                                                                       must transfer the call back to the manager’s
                                                                       extension to activate the Reach Me feature.

 The manager parks a call      While the manager is on the             The assistant and the receptionist cannot pick
 at his extension.             phone, the associated line LED          up the manager’s active call. As soon as the
                               is lit on all phones. Once the          call is parked, either one can pick it up using
                               manager has parked the call,            the call pick up feature.
                               LED buttons are not lit any
                               longer.

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 Call Event                     LED Status                           Bridged Line Behavior
 The manager is a member        When the manager’s phone rings,      The assistant or the receptionist can pick up
 of a hunt group. A call        the line LEDs flash on all lines.    the call by pressing the line button for the
 comes into the hunt group                                           manager’s extension on their phone while
 and rings the manager’s                                             on-hook, or by picking up the handset and
 phone.                                                              pressing the line button.

                                                                     If nobody picks up the call, it is forwarded to
                                                                     the next member of the hunt group.
 The manager is an agent in     When the manager’s phone             The assistant or the receptionist can pick up
 an ACD group, and is           rings, the line LEDs flash on all    the call by pressing the line button for the
 checked in and available.      phones.                              manager’s extension on their phone while
 A call comes into the                                               on-hook, or by picking up the handset and
 ACD group.                                                          pressing the line button.
                                                                     If nobody picks up the call, it is forwarded to the
                                                                     next agent in the ACD group.
 The manager is an agent in     Since the manager is unavailable     The call does not ring the assistant phones.
 an ACD group, is checked       for the ACD group, the call does
 in but unavailable. A call     not ring on any of the phones.
 comes into the ACD group.


Bridged (Multi) Line Appearances–Call Group
A Bridged Line Appearance (BLA) can serve as a shared answering group where extensions are common among
all group members. This type of BLA group may be used in support or service groups. Doctors’ offices and other
service industries use this feature so that multiple people can answer calls that come into one number.
For information on how to configure and use bridged line appearances, see “Bridged Line Appearance/
Shared Line Appearance” on page 3-12.

Bridged Line Appearances–Virtual Line
A virtual extension is an extension that is associated with a user but not with a physical telephone. For example,
a remote employee could have the bridged line appearance of his number assigned to an assistant, so the as-
sistant can answer the incoming calls and then transfer them to the employee’s remote location or cell phone.
For information on how to enable and use bridged line appearances, see “Bridged Line
Appearance/Shared Line Appearance” on page 3-12.

Busy Lamp Field
 Busy lamp field allows an attendant to view the phone presence associated with a group of monitored extensions
using visual indicators on their desk phones. This feature is useful for users who are using attendant console phones
with side-car modules that have line keys with visual indicators and displays, which are used to label the lines. Each
line is labeled with the monitored user’s first and last name, allowing the attendant to quickly determine whether a
user is idle or busy before transferring the call.
The group of monitored extensions is known as the busy lamp field (BLF) group. Each console phone user is associ-
ated with one BLF group. Office administrators can use their Admin Portals to enable the BLF feature for a user and
to configure the user’s BLF group. Unlike bridged line appearances, the assignment of monitored extensions to the
console phone lines is managed by the Epiphany system, and not through the phone’s configuration tools. The line
keys are assigned to extensions based on the order in which the users are placed in the BLF group. For example, if
User A is the third person listed in the BLF group, then User A’s name and presence is shown using the third line on the
console. The administrator can also modify the position of users in the list. When a BLF group is modified as a result
of adding, deleting or repositioning users in the list, the line assignments are modified and console displays change to
reflect the current list.

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                                                          3-16
When assigning monitored extensions to line keys, any unassigned lines on the phone are used first. The
assignments then continue to the lines on side-car modules. A console user can have more BLF group
members than available line keys. When additional side-car modules are installed, the lines are automati-
cally assigned based on the current BLF group list.

       Note: The user must have a desk phone that supports the busy lamp field feature.

Using Busy Lamp Field
The console userís public phone and extension number are the phone numbers for the console. When the console at-
tendant receives an incoming call and needs to transfer the call to User A, the attendant looks at User A’s line to see if
the extension is idle or busy. If User A’s line is idle, the attendant transfers the call by pressing the Transfer key on the
phone and then User A’s line key. The call is transferred to the user, and the attendant hangs up the phone.
       Table 3-7 describes how busy lamp field works in conjunction with other Epiphany features.
Table 3-7 Feature Interactions with Busy Lamp Field

  Feature Name                Feature Behavior
  ACD                         A BLF group member can also be an ACD agent. When the ACD agent is on the
                              phone to answer an ACD call, the phone status is shown as busy. Note that BLF
                              monitors the ACD agent’s private extension, and not the ACD pilot number.
  Bridged Line                A BLF console user cannot be in a BLA group. However, a BLF group member
  Appearances                 can also be in a BLA group, such that the member’s extension appears as a line
  (BLA)                       appearance on a secretary’s phone.
                              If a BLF group member’s extension appears as a bridged line on a secretaryís
                              phone, and the secretary answers an incoming call to the group member using the
                              bridged line, the group member’s status is shown as busy. For example, User A is
                              a BLF member with extension 1000. The secretary has extension 1000 on their
                              phone as a bridged line appearance. When the secretary answers an incoming
                              call to extension 1000, user Aís phone status is shown as busy.
  Call Connection Busy        When a BLF group member initiates call connection busy, also known as call
                              connection busy subscriber, the memberís phone status is shown as idle while
                              waiting for the called party. Once the call is established between the group
                              member and busy number, the group member’s extension is shown as busy.
  Call Forking                When a BLF member has call forking enabled and multiple devices are registered
                              to their extension number, the memberís phone status is shown as idle when all
                              devices are on-hook. When one of the registered devices becomes busy, then the
                              member’s phone status is shown as busy.
  Call Hold                   When a BLF group member puts a call on hold, their phone status remains as busy.
  Call Forwarding             When a call for a BLF group member is forwarded to phone number, the console
                              shows the member’s status as idle.
  Call Park                   When a BLF group member parks a call, the member’s phone status becomes
  Call Pick-up                idle. When a BLF group member picks up a parked call, the memberís status is
                              shown as busy. If the park call timer expires and call park reminder is initiated, the
                              BLF group member’s phone status shows busy when they answer the phone.
  Call Transfer               When a BLF group member transfers a call, the member’s phone status changes
                              from busy to idle. If the call is transferred to another BLF group member, the
                              member’s status changes to busy upon answering the call.
  Call Waiting                When a BLF group member is on the phone and receives a second call, the
                              member can place the first call on hold to answer the second call. The member’s
                              phone status is shown as busy until both calls have completed and the member
                              hangs up the phone.
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 Feature Name             Feature Behavior
  Click-to-Call           When a BLF group member initiates a click-to-call, their status is shown as busy
                          when they answer the phone as the calling party. If the called party is another BLF
                          group member, the member’s status is shown as busy upon answering the call.
 Click-to-Conference      When a BLF group member is in a conference call, either as the host or as a
                          participant, their status is shown as busy until they hangup their phones to leave
                          the conference.
 ComCierge                When a BLF group member has ComCierge enabled, the memberís status is
                          shown as busy when their monitored extension is one of the call treatment
                          numbers and the monitored extension starts ringing. When the member answers
                          the call with a phone, other than the monitored extension, their phone status is idle.
 Directed Call Pickup     When an incoming call is answered by a BLF group member using directed or
 Group Call Pickup        group call pickup, the memberís status is shown as busy.
 Hunt Groups              A BLF group member can also be in a hunt group. When the hunt group member
                          is on the phone to answer a call to the hunt group, the phone status is shown as
                          busy. Note that BLF monitors the hunt group memberís private extension, and not
                          the hunt group pilot number.
 Remote Click-to-call     When a BLF member initiates Remote Click-to-call ComRIO and uses their monitored
 (ComRIO)                 extension as the calling party, the phone status is busy. If the BLF member does not use
                          their monitored extension as the calling number, the phone status is idle.
                          When a BLF member receives a ComRIO call, their phone status is busy if they
                          receive the call on their monitored extension.
  Call Hold/Release       When a BLF group member puts a call on hold, the memberís phone status
                          continues to be busy. When two group members are talking to each other and one
                          member puts the call on hold, the phone status for both members is shown as busy.
 Simultaneous Ringing     When a BLF group member has simultaneous ringing enabled for their ComCierge
                          treatment, which includes their monitored extension and two other numbers, and
                          receives an incoming call, the member’s phone status is shown as busy when the
                          monitored extension starts ringing. If the member answers the call with a phone
                          other than the monitored extension, the member’s status is shown as idle.




Call Connection Busy
Call connection busy allows a user to redial a busy phone number in regular intervals. The system will re-
dial a number every 90 seconds until the phone is answered, the user enters a feature code to deactivate
dialing, or the maximum duration of 30 minutes is reached.
Call connection busy can be activated after any type of outgoing call attempt, and is a complementary
feature to Last Call Return (*00) and Last Number Redial (*69). Using call connection busy with these
features allows redial automation so the user does not need to enter the feature codes or press the Redial
key repeatedly. Call connection busy operates on any number stored by the last number redial feature,
whether an internal extension or external public number.
When call connection busy is ringing the caller to connect with the called party, a caller with a SIP phone
hears a special ring and sees an alert message on their phone display.




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Using Call Connection Busy
To activate the call connection busy feature, do one of the following:
     • From your phone, pickup the handset and enter *66.
     • On the portal, use the call panel or click-to-call features to enter *66 and the number to redial.
     To deactivate the feature, enter *86.
Table 3-8 describes the behavior of your phone and the called party’s phone.
Table 3-8 Call Connection Busy Behavior

 Calling User Action, Experience        Call Connection Busy Action                    Called User Action, Experience

 You call a number and hear a busy      The activation message plays: “The
 signal or the called party does not    Callback busy is activated. If the
 answer. You enter *66 and hang up.     number you called becomes free in the
                                        next 30 minutes, you are connected to
                                        that number. To deactivate, please
                                        hang-up and dial the callback busy
                                        deactivation code.

                                        Periodic attempts are made to connect
                                        to the called party for a preconfigured
                                        amount of time.


                                                                                       The called user ends their current
                                                                                       call or becomes available to answer
                                                                                       the new call.

                                        The call connection caller                     The called user stays on the phone.
                                        announcement plays for the called
                                        user: “This is return call service. Please
                                        hold. The number <number> is trying to
                                        reach you.”

 You answer the callback.               Rings the callerí’s phone.                     Called user is connected to calling
                                                                                       user.

 You do not answer the callback.        The call connection caller not                 Called user ends the call.
                                        answering announcement plays for the
                                        called user: “We are sorry. The number
                                        that initiated the return call service is
                                        not answering the call. You may
                                        hang-up.”

                                        Deactivates call connection busy.
                                                                                       The called user does not answer the
                                                                                       call within the preconfigured time.
                                        Deactivates call connection busy.

 Before the called user answers or      Deactivates call connection busy.
 the preconfigured time passes, you
 no longer need call connection busy
 and you deactivate the feature by
 entering *86.

 If two or more callers activate call
 connection busy to the same called
 party, Epiphany handles each
 session sequentially.



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Feature Interactions
Call connection busy has the following interactions with other Epiphany features:
     • Called number cannot be a hunt group.
     • When the mandatory or optional billing code feature is enabled and the user initiates call connection
       busy, the billing code is associated with next call attempt. The billing code is entered and
       associated only with the initial call attempt, not with each periodic attempt to connect.
     • With bridged line appearances, the primary and secondary lines support call connection busy.
       When the called party is connected after repeated dialing, call connection busy rings both lines and
       the caller can pickup the call on either line.
     • All call forwarding features are supported. For repeat connection attempts to the called party, call
       connection busy uses the original called number. When connecting the called party to the caller,
       call connection busy ignores the caller’s call forwarding settings and rings the caller’s
       Epiphany phone.
     • If the caller has the do not disturb feature active, or the phone is busy, call connection busy fails
       when it tries to connect the called party to the caller.
     • ComCierge simultaneous ring is supported for the called party, but not for the caller. The called
       party can answer any ringing phone. When call connection busy tries to connect the called party to
       the caller, only the caller’s desk phone rings, not the caller’s other phones configured for
       simultaneous ring.
     • Call transfer is not supported.
     • Remote click-to-call is not supported.
     • Call connection busy is not supported during a conference call.
     • All dialing restrictions are maintained.
     • Emergency numbers are not supported with call connection busy.



Call Forking
Call forking lets a user register multiple devices to the same extension number. An incoming call to the
user’s phone number rings all devices at the same time. When the user answers the call at one of the
devices, all other phones stop ringing.
     All phones registered to your extension appear as entries in the My Phone panel in your End–User Portal.
     Forking must be enabled in a user’s class of service for the Call Forking feature. The COS
     abbreviation to use in the cospackage command to enable call forking is FORKING. For information
     on enabling features, see “Understanding How to Enable Features” on page 2-1.
     With Epiphany there is a maximum of five forked extensions.

Call Forking Feature Interactions
The following sections describe the interaction between call forking and other services or phone features.
     • ACD (ComMerchant)–Incoming calls to an agent are forked to all of their devices. One of the
       devices must support ACD agent functionality so they can check-in/check-out of the ACD group.
     • Anonymous Call Rejection–Anonymous call rejection takes precedence over call forking.
     • Bridged line appearances–When a call is made to a user that has a bridged line appearance to
       another person’s number, the call routes to the user’s multiple registered devices.



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      • Call Forward
        – Call Forward Deactivation–If the userís extension has forking enabled, deactivating call
          forwarding causes incoming calls to fork.
        – Call Forwarding Variable–Call Forwarding Variable takes precedence over call forking.
        – Call Forwarding Variable Busy–Busy forwarding is applied only if the last forked endpoint to
          respond is also busy.
      • Remote Click to Call–If the first or second leg of a call is to an extension that supports call forking,
        Call Forking is applied and all devices ring.
      • Call Park/Pickup–When a user parks a call, the call park reminder rings the user’s multiple
        registered devices.
      • Click-to-call–When a user initiates click-to-call, the call is routed to the user’s multiple registered
        devices. The same behavior applies to a user initiating a ComRIO call.
      • Distinctive ringing–Distinctive ringing is invoked on all devices to which the call is forked.
      • Call hold–When a user puts a call on hold, the call hold reminder rings the userís multiple
        registered devices.
      • Intercom–Intercom is not invoked if the system has to fork the call to multiple devices.
      • Message waiting indicator–Message waiting indicators are sent to multiple devices registered to
        the user when call forking is enabled and disabled.


Call Forwarding
Multiple call forwarding features are available so that users can receive their calls at one or more phones.
For example, users might want to:
      • Forward all calls to one home phone to another phone in another room.
      • Forward all of their calls directly to their mobile telephone for a day when they are planning to be
        away from their office or home phones.
      • Forward all calls directly to a voicemail box.
      • Let callers hear a busy tone rather than be forwarded to voicemail.
Users can activate, deactivate, and change call forwarding features from multiple interfaces. For
example, users can activate or set call forwarding treatments using:
      • The phone dial pad to enter call forwarding feature codes.
      • The End–User Portal Reach Me panel.
This variety of interfaces lets users set their call forwarding “on the fly.” How to set, change, and use call
forwarding features are detailed in the following sections:
      • “Using Call Forwarding from the Portal“ on page 3-22.
      • “Using Call Forwarding Feature Codes from the Phone“ on page 3-24.
      • “Call Forwarding if Busy“ on page 3-24.
      • “Call Forwarding Fixed to Voicemail“ on page 3-25.
      • “Call Forwarding if No Answer“ on page 3-26.
      • “Call Forwarding Unconditional (Variable)“ on page 3-27.
      • “ComCierge (Smart Call Forwarding)“ on page 3-29.
      • “ComSchedule (Call Forwarding Time of Day)“ on page 3-36.


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    Using Call Forwarding from the Portal
    Users can view and change their call forwarding settings using the Reach Me panel in the Portal.



Radio
Button




          Figure 3-8 Reach Me and Call Forwarding Panels

    The current call forwarding setting is indicated by the selected radio button (Figure 3-8). To select a different set-
    ting, the user simply clicks the radio button associated with the feature. The radio buttons available depend on the
    features that have been enabled for the user by the administrator. The radio buttons are described in Table 3-9.

    Table 3-9 Call Forwarding Radio Buttons

     Radio Button Name          Description

     Ring desk phone            Calls are first sent to the user’s phone. If the user does not answer or the phone is busy,
                                calls are forwarded according to the user’s If no answer, then send calls to: or If phone
                                is busy, send calls to: setting, if enabled.
                                Users can have their calls forwarded to another number if they do not answer their phone
                                or their phone is busy by selecting a pre-defined phone number that they entered as part
                                of their profile. Alternatively, users can type in a phone number. Click Save to save the
                                call forward settings. Click the radio button to select this option. Calls cannot be
                                forwarded if the selected value is None or to a number that contains a feature code (*).
                                The Call Forward Busy and Call Forward No Answer features must be enabled by the
                                user in their class of service or they are not available as described.

     All calls to:              Calls are forwarded to a telephone number selected from the drop-down list. Users can
     selection field            send their calls directly to their home, mobile telephone, or any other number. If they do
                                not answer, callers are asked to leave a message in their voicemail box.
                                If users select Voicemail from the drop-down list, calls are forwarded directly to their
                                voicemail, if available, and the user’s telephone never rings. If they do not have voicemail,
                                callers hear a busy signal. The Voicemail selection in the drop-down box only*
                                displays if voicemail is enabled in the user’s class of service.
                                Click Save to save the call forward setting.
                                Click the radio button to select this option. Calls cannot be forwarded if the selected
                                value is None or to a number that contains a feature code (*).
                                                                                                     Continued on Next Page


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 Radio Button Name      Description

 Forwarding sequence    Calls are forwarded to a sequence of phone numbers until the user answers the call. If
                        user does not answer the last phone number in the sequence, the caller is asked to leave
                        a message in the user’s work voicemail, if available. Users specify up to three phone
                        numbers by selecting a number pre-defined in their profiles or by entering a number.
                        Note: Ring times for other devices must be set so that the device voice mail does not
                        initiate before the next sequence takes place. For example, if forwarding a call to a cell
                        phone, if the cell phone’s voice mail initiates on the forth ring, make sure the ring timer
                        for the cell phone is no more than 12 seconds (4 seconds equals one ring.) Otherwise
                        the call will end up in the cell phone voice mail, not the work # voicemail.
                        In ComCierge, if voicemail is not available, the last phone number rings for 300 seconds,
                        regardless of the user’s setting.
                        Users can define multiple call forward sequences and name each sequence. For
                        example, the sequence names can be “In the office”, “Home office”, “Traveling”.
                        If users do not answer the forwarded call, the caller is asked to leave a message in the
                        user’s work voicemail box. The user is notified of a missed call based on the call
                        treatment’s If I’m not found, notify me by: setting.
                        If users want to override the call treatment when their phones are busy, calls can be
                        forward to a specified number based on the call treatment’s If work phone busy,
                        override this sequence and ring: setting.
                        Click Save after specifying phone numbers and entering a name for the call sequence.
                        Click the radio button to activate the forwarding sequence.
                        This option only displays if ComCierge is enabled for the user. The voicemail
                        icon displays if voicemail is enabled.

 Forwarding by group    Calls are forwarded to a series of phone numbers for different groups of callers. Users
                        associate personal and corporate contacts to groups, and assign call treatments to
                        groups. Each call treatment consists of up to three phone numbers that are called
                        sequentially or at the same time. Calls are forwarded differently depending on the caller’s
                        group and the call treatment selection for that group.
                        Users can specify phone numbers for If I’m not found, notify me by: and If work phone
                        busy, override this sequence and ring: in the same way they are set for Forwarding
                        sequence call treatments.
                        In ComCierge, if voicemail is not available, the last phone number rings for 300 seconds,
                        regardless of the user’s setting.
                        Click Save after specifying phone numbers and entering a name for the call sequence.
                        Click the radio button to activate the forwarding by group sequence.
                        This option only displays if ComCierge is enabled. The voicemail icon displays if
                        voicemail is enabled for the user.

 ComSchedule            Call forwarding treatments are pre-scheduled for the current week and activated when
                        ComSchedule is enabled. If a call comes in and a call treatment is not scheduled for that
                        time, the ComSchedule default call treatment is invoked.
                        Users can choose to send calls to their phone, forward their calls to a phone number or
                        select a call forwarding sequence, pre-defined in the Reach Me or Call Forwarding panel.
                        This option only displays if ComSchedule is enabled in the user’s class of service.

     Note: If the call forwarding setting is changed to send calls to voicemail or to be forwarded
     to another number, users must remember to change their call forwarding setting back to
     normal. Otherwise, calls continue to be forwarded to the specified location until the setting is
     changed.


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Using Call Forwarding Feature Codes from the Phone
                                                                   *
To forward calls from your phone, you will need to use Star ( ) features codes. To use the star codes, lift
the handset or press the Speaker button, then enter the*code you want to use. In order to properly use a
star code, the code must be entered on the phone before picking up the handset.

  Dial          Feature Name                Description

  *62           Call Forward Busy -         Activates the call forwarding busy feature that lets you forward all incoming
                Activate                    calls to a specified number when your desk phone is busy.
                                            Press 62<number>#, where <number> is the internal or external number to
                                            which you want the calls forwarded.

  *63           Call Forward Busy -         Turns off the call forwarding busy feature.
                Deactivate
  *72           Call Forward - Activate     Activates the call forwarding feature. This feature lets you forward all
                                            incoming calls to another number. Press *72<number>#, where
                                            <number> is the internal or external number to which you want all calls are
                                            forwarded.

  *73           Call Forward - Deactivate Turns off the call forwarding feature.

  *92           Call Forward No Answer-     Activates the call forwarding no answer feature. This feature lets you
                Activate                    forward all incoming calls to a another number when you do not answer
                                            your desk phone. Press *92 <number> #, where <number> is the internal
                                            or external number to which you want all calls are forwarded.

  *93           Call Forward No Answer-     Turns off the call forwarding no answer feature.
                Deactivate


Call Forwarding if Busy
Call forwarding if busy lets you automatically forward all calls to another number if you are talking on your
phone. This feature can be enabled/disabled from the phone using a feature code (*), or from End User Portal.
Call forwarding if busy is configured in the Reach Me panels and activates when you select Ring desk phone
or None as your forwarding option. When call forwarding if busy is enabled in a user’s class of service, the If
busy, send calls to: or If phone is busy, send calls to: drop-down list appears in the Ring desk phone or None
configuration panel.
You can control how long your phone rings before forwarding. Ring timers are set in the My Profile panel
in the phone and the My Account panel for your work, mobile and home phone numbers. Each phone
number is used as a Quick Link. Use Quick Link icons in the Reach Me panel when setting call forwarding
options. When you setup Quick Links, you enter a phone number and ring timer. For information on setting
Quick Links, see “Phone Number Quick Links” on page 3-91.
You must have Call Forwarding Busy enabled in his class of service to use this feature. For more information,
see Chapter 2, “Enabling Epiphany Features.” on page 2-1.

Activating Call Forwarding if Busy
To activate call forwarding if busy from your phone, pickup the handset and enter *62<number> # where
<number> is the internal or external number to which the calls are forwarded. After pressing *62<num-
ber>#, you hear dial tone or an intercept announcement as confirmation that call forwarding has been
activated.

         If a user does not hear dial tone the call forwarding busy feature has not been activated.


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     To activate call forwarding if busy from the portals, follow these steps:
     1. Click Ring desk phone in the Reach Me panel, to activate call forward if busy.
     2. Click the Ring desk phone.
        The Ring desk phone opens (Figure 3-9).




     Figure 3-9 Setting Call Forwarding if Busy

     3. Select a phone number to which calls are forwarded from the If phone busy, send calls to: or If
        phone is busy, send calls to: drop-down list.

     – If you have assigned phone numbers in your My Profile or My Account panel, the phone
       numbers and their associated quick link icons appear in the drop-down list. For information on
       how to assign phone numbers to quick links, see “Phone Number Quick Links” on page 3-91.

     – To enter a number that is not in the list, select Other from the drop-down list. Highlight Other
       and enter the phone number you want to forward to.

     – If you donít want to select an entry for the 2nd or 3rd phone number, select None from the
       drop-down list.

Deactivating Call Forwarding if Busy
To deactivate call forwarding if busy from your phone, pickup the handset and enter *63.
You hear dial tone or an intercept announcement as confirmation that call forwarding if busy has been
deactivated.
To deactivate call forwarding if busy from the portals, use one of these methods:
     • Change your call forwarding setting from Ring desk phone or None to another option.
     • Keep Ring desk phone or None enabled as your call forwarding setting and set If phone busy, send
       calls to, or If phone is busy, send calls to: to None.

Using Call Forwarding if Busy
When call forwarding if busy is active, calls are first sent to your desk phone. If your phone is busy, the
call is forwarded to the phone number you specified when you activated call forwarding if busy.

Call Forwarding Fixed to Voicemail
Call forwarding fixed to voicemail lets you automatically forward all calls to your voicemail box. The
behavior of this feature is the same as the do not disturb feature.
Call Forward Variable and Enable Voicemail must be assigned to a user’s class of service to use call
forwarding fixed to voicemail. For information, see Chapter 2, “Enabling Epiphany Features.”
     To activate call forwarding fixed to voicemail from the portals, do the following:
     1. Click All calls to: in the Reach Me panel.


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      Note: Call forwarding fixed to voicemail is the same as the do not disturb feature behavior,
      but the features are independent. Activating the portalís All calls to option does not activate
      the phoneís do not disturb indicator.

      2. Select VM (voicemail) from the drop-down list as the forwarding destination (Figure 3-10).




       Figure 3-10 Call Forwarding Fixed to Voicemail Configuration

      For information on enabling the do not disturb feature from the phone, see “Do Not Disturb” on
      page 3-74.


Call Forwarding if No Answer
Call forwarding if no answer lets you automatically forward all calls to another number if you do not answer
your phone. This feature can be enabled/disabled from the phone using a feature code (*), or from the Portal.
This feature is set in the Reach Me panel in the Portal, and is active when you select Ring desk phone or
None as your forwarding option.
You can control how long your phone rings before forwarding. Ring timers are set in the My Profile panel
in the Portal for your work, mobile and home phone numbers. Each phone number is called a quick link.
Use quick link icons in the Reach Me panel when setting call forwarding options. To setup quick links, you
enter a phone number and ring timer. For information on setting quick links, see “Phone Number Quick
Links” on page 3-91.

For more information on setting the class of service, see Chapter 2, “Enabling Epiphany Features.”

Activating Call Forwarding if No Answer
To activate call forwarding if no answer from your phone, pickup the handset and enter *92<number>
# where <number> is the internal or external number to which the calls are forwarded. After pressing
*92<number>#, you hear dial tone or an intercept announcement as confirmation that call forwarding if
no answer is enabled.
      If you do not hear dial tone, the call forwarding if no answer feature has not been activated.
      To activate call forwarding if no answer from the portals, follow these steps:
      1. Click Ring desk phone in the Reach Me panel, to activate call forward if no answer.
      2. Click the Ring desk phone.
         The Ring desk phone or None configuration opens (Figure 3-16).
      3. Select the phone number to which calls are forwarded from the If no answer, then send calls to:
         drop-down list.
         – If you have assigned phone numbers in your My Profile panel, the phone numbers and their
           associated quick link icons appear in the drop-down list. For information on how to assign phone
           numbers to quick links, see “Phone Number Quick Links” on page 3-91.
         – To enter a number that is not in the list, select Other from the drop-down list. Highlight Other



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           and enter the phone number you want to forward to.
         – If you donít want to select an entry for the 2nd or 3rd phone number, select None from the
           drop-down list.

Deactivating Call Forwarding if No Answer
To deactivate call forwarding if no answer from your phone, pickup the handset and enter *93. You hear dial
tone or an intercept announcement as confirmation that call forwarding if no answer has been deactivated. If
a user does not hear dial tone the call forwarding if no answer feature has not been deactivated.
To deactivate call forwarding if no answer from the portals, do one of the following:
      • Change your call forwarding setting from Ring desk phone to another option.
      • Keep Ring desk phone enabled as your call forwarding setting and set If no answer, then
        send calls to: to None.

Using Call Forwarding if No Answer
When call forwarding if no answer is active, calls are first sent to your desk phone. If you do not answer
your phone, the call is forwarded to the phone number you specified when you activated the feature.



Call Forwarding Unconditional (Variable)
Also known as Call Forwarding variable, Call Forwarding Unconditional lets you automatically forward all
calls to another phone number. When Call Forwarding Unconditional is your active treatment, your
phone does not ring. If your administrator has also enabled the audible call forward feature, your phone
plays a tone to tell you an incoming call has been forwarded. Call forwarding unconditional can be
enabled/disabled from the phone using a feature code, or from the Reach Me panel in the Portal.
The user must have the Call Forward Variable feature enabled in their class of service to use
this feature. To direct all calls or unanswered calls to voicemail, the voicemail feature must also be
enabled for the user. When the voicemail feature is enabled, the All calls to option includes voicemail and
the Send to voicemail if no answer check box is displayed. For more information on setting the class of
service, see Chapter 2, “Enabling Epiphany Features.” on page 2-1.
When call forwarding unconditional is enabled, the user’s portal includes All calls to as an option in the
Reach Me panel. Calls are forwarded to the phone number specified by the All calls to option. If you have
the voicemail feature enabled, the panel displays a Send to voicemail if no answer check box. Check this
box if you want forwarded calls that you do not answer sent to your Epiphany hosted voicemail box.

Activating Call Forwarding Unconditional/Variable
To activate call forwarding unconditional from your phone, pickup the handset and enter *72<number>#
where <number> is the internal or external number to which the calls are forwarded. After pressing
*72<number>#, the you hear the dial tone. If you do not hear the dial tone, the call forwarding feature
has not been activated.
      To activate call forwarding unconditional from the portals, follow these steps:
      1. Click All calls to: in the Reach me panel.
      2. Click the All calls to:




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      Figure 3-11 Setting Call Forward Unconditional (Variable)
      3. Use the All calls to: drop-down list to select the phone number to which calls are forwarded.
      – If you have assigned phone numbers in My Profile in the Portal, the phone numbers and their
        associated quick link icons appear in the drop-down list. For information on how to assign phone
        numbers to quick links, see “Phone Number Quick Links” on page 3-91.
      – To enter a number that is not in the list, select Other from the drop-down list. Highlight Other
        and enter the phone number you want to forward to.
      4. To direct forwarded unanswered calls to your voicemail box, check Send to voicemail if no answer.

Deactivating Call Forwarding Unconditional/Variable
To deactivate call forwarding unconditional from your phone, pickup the handset and enter *73. After
pressing *73, you hear dial tone or an intercept announcement as confirmation that call forwarding
unconditional has been deactivated.
If a user does not hear dial tone the call forwarding unconditional feature has not been deactivated.
To deactivate call forwarding unconditional from ComPortal, change your Reach Me setting from All
calls to: to another option.
If the call forwarding option in your portal is set to All calls to: when you enter *73, Reach Me is set to Ring
desk phone and Call Forwarding is set to None, automatically. If a different call forwarding treatment (other
than All calls to:) is active in your portal when you enter *73, the call forwarding unconditional number is
unassigned and there are no changes to other call forwarding settings.

Using Call Forwarding Unconditional
When you have activated call forwarding from your phone or portal, calls are sent to your specified
phone number. If you have the audible call forward feature enabled, you hear an indicator tone from your
phone when an incoming call forwards to another number. If you have configured your call forwarding
to send calls directly to your voicemail, then the indicator tone is not played.



Call Forwarding Physical Phone
The call forwarding physical phone capability lets one Epiphany user forward their calls to another user’s
phone within the same company, while the other user forwards all their calls to another phone. For exam-
ple, suppose that Carol and John work at AAA Test Services. Carol is away from her test lab for a day and
John needs to use Carol’s lab. The call forward settings and call processing for Carol and John are listed in
Table 3-10.




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Table 3-10 Example of Using the Call Forwarding Physical Phone Capability

  Carol, away from her lab for a day                            John, using Carol’s lab while she is away

  1. Carol activates the Call Forward Variable                  1. John activates the Call Forward No Answer
     feature. (See “Call Forwarding Unconditional                  feature. (See “Call Forwarding if No Answer”
     (Variable)” on page 3-51.)                                    on page 3-26.)

  2. Carol sets the All Calls to option to her cell             2. John sets his Ring desk phone option to
     phone.                                                        send unanswered calls to Carolís extension.
    Epiphany delivers Carol’s incoming calls to her                Epiphany delivers John’s incoming calls to
    cell phone.                                                    Carol’s extension, ignoring Carol’s All Calls
                                                                   to setting.

  3. Carol, answers her calls on her cell phone.                3. John answers his calls at Carol’s extension.
     Caro’s cell phone service delivers her                        Epiphany delivers John’s unanswered calls to
     phone voicemail.                                              John’s Epiphany voicemail.




ComCierge (Smart Call Forwarding)
ComCierge lets users either forward all of their calls to a series of numbers, or set a forwarding sequence
that is different based on the caller. For example, a user could specify that calls from family are forwarded to
their cell phone, calls from friends are forwarded to voicemail, and calls from everyone else are not answered.
      ComCierge gives you use the following benefits:
      • Forward calls based on the caller.
      • Create and personalize your contact list to include key contacts, family, and friends.
      • Instantly notify you on your pager or by email when you have missed a call.
      Table 3-11 describes the features available with the ComCierge.

Table 3-11 ComCierge Features
 Feature                      Description
 Selecting smart call         Users can forward incoming calls to any number or series of numbers using call
 forwarding treatments        treatments that they create. Smart call forwarding options can be selected using the
                              Reach Me panel in the Portal, the Reach Me option on the telephone display.

 Customizing the smart        Users can name and configure various call forwarding sequences with commonly used
 call forwarding settings     phone numbers.

 Viewing Calls                Caller ID, which is included with ComCierge, lets users view the name and number on
                              phone displays and the call log in the portals. (Some telephone systems block caller ID
                              information so it might not be available.) Names are displayed for internal callers,
                              external callers that do not block caller ID, and callers whose numbers are in the user’s
                              personal contacts list.

 Adding contacts to the       Contacts can be added to a user’s personal contacts list by clicking a phone number.
 personal directory           Users can also add contacts directly from the phone book.

 Setting smart call           Users can assign contacts to predefined groups, then create special call forwarding
 forwarding for a             treatments for each group. The default names for the groups are VIPs, Family, Friends,
 group of callers             and Refuse. For example, after contacts are assigned to the VIP group, users can create
                              a call forwarding treatment that routes all calls from VIPs directly to the mobile telephone
                              so that calls from these people are not missed. A call treatment is also defined for
                              contacts that are not assigned to a group.


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 ComCierge is configured by specifying the set of numbers to which calls are forwarded. Each of these sets
of number series is called a treatment. For example, a user might want incoming calls to ring his desk phone
first, then be forwarded to his lab phone, then to his mobile phone. Call treatments and forwarding to multiple
numbers helps ensure that a user never misses important calls. In addition, all of the user’s messages can be
left in his Epiphany voicemail box. Now, the user can give all callers the same number and the user needs to
check only one voicemail box.
      There are two types of ComCierge treatments, as follows:
      • Forwarding sequence for all calls–A sequence of phone numbers applied to all incoming calls,
        when activated.
      • Forwarding sequence by group–A sequence of phone numbers specified for each caller group, and
        applied to calls from contacts in that group.

      Note: Users can have up to 10 total treatments, up to seven call sequence treatments
      and/or up to ten forwarding by group treatments. Treatment names can be changed when
      configuring the call treatment in the Reach Me panel.

 Four predefined call groups are included with the ComCierge feature and are used to configure call sequences
by groups. The group names are VIP, Family, Friends, and Refuse. You define the sequence of numbers to which
to forward calls, and how to handle unknown callers, in each call treatment. Unknown callers are considered
the Others group. You assign contacts in your phone book to each group. When you activate the call treatment,
incoming calls are routed to each number specified for the call group to which the caller belongs.

Enabling ComCierge
The user must have ComCierge enabled in his class of service for this feature. When this feature is
enabled, the Portal displays two panel bars in the Reach Me panel, one for Forwarding sequence treatments
and one for Forwarding by group treatments. A radio button is associated with each type of call forwarding
option. After you add and specify your treatments, select the treatment you want from the drop-down list
and select the associated call forwarding radio button to make it active.
When ComCierge is enabled for a user, the following features must also be enabled in the user’s class of
service for all ComCierge features to be available:
      • Enable Voicemail–Lets voicemail be the final destination of a call sequence. For information about
        the voicemail feature, see “Voicemail Integration” on page 3-105.
       Note: If voicemail is unavailable, the last phone number rings for 300 seconds,
       regardless of the user’s setting.
      • Simultaneous Ringing–Lets users configure call treatments so all numbers in the call sequence ring
        at the same time. For information about simultaneous ringing, see “Simultaneous Ringing” on
        page 3-97.
      • Contact Name Lookup–Presents the name of the caller, in addition to the phone number. For
        information about contact name lookup, see “Caller Name Presentation” on page 3-52.

Configuring Call Sequences
Before you can activate a call treatment you must configure the associated number sequences. Call
sequences must be configured with phone numbers before they are activated in the portal. If you activate
a ComCierge call treatment and phone numbers are not specified in the call treatment, your incoming
calls are treated as a normal calls and your phone rings.




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Configuring Forwarding Sequences for All Calls
To configure a call sequence for all calls, do the following from the portals:
     1. Click the Forwarding sequence panel bar.
       The configuration panel opens (Figure 3-12).




     Figure 3-12 Forwarding Sequence Configuration Panel
     2. Select an existing treatment to edit it, or --- NEW --- to create a new call treatment.
     3. Assign or enter values for the fields in the configuration panel.
     – Enter a name for the call sequence. The sequence name must be 2 to 12 characters in length with
       no spaces.
     – Define the first, second and third numbers in the call sequence by selecting pre-defined phone
       numbers from the drop-down lists, or by entering a number. If you have voicemail enabled in
       your class of service, voicemail is the final destination for all call sequences.
       If you have entered phone numbers in your My Profile panel, the phone numbers and their
       associated quick link icons appear in the drop-down lists. For information on how to enter phone
       numbers for quick links, see “Phone Number Quick Links” on page 3-91.
       To enter a number that is not in the list, select Other from the drop-down list. Use your mouse
       to highlight Other in the phone number field and replace it by entering a phone number. If you
       do not enter a phone number, the phone number field is set to None “-”. If you do not want to
       select an entry for the 2nd or 3rd phone number, select “-” from the drop-down list.
     Note: The final destination for forwarded calls is always your Epiphany voicemail, if
     voicemail is configured. However, if the call is picked up by an external voicemail system, the
     external voicemail system is treated as the final destination and all subsequent ComCierge
     numbers are ignored.
     – Select a delivery method for missed calls from the If I’m not found, notify me by drop-down lists.
       When all of the phone numbers in the call sequence are not answered, and the caller ends up in the
       user’s voicemail box, a missed call email is sent to the user.
       The options are described in Table 3-12.

Table 3-12 If I am not found Options

 Option                 Description
 Don’t Notify Me        Users are not notified.
 Pager w/Email          A notification of a missed call is sent via email to a pager. This option is
                        available only for email-enabled pagers.
 Work Email             A notification of a missed call is sent to the user’s work email address.
 Home Email             A notification of a missed call is sent to the user’s home email address.

       Your email addresses must be specified in your profile for the notify options to be available in
       the drop-down lists.

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        Note: A missed call email notification is sent only if the caller reaches the user’s Epiphany
        voicemail box as the final destination. If during the call sequence, the call is sent to
        another voicemail system, such as a mobile phoneís voicemail, or if the caller hangs up
        before reaching the userís Epiphany voicemail, then a missed call notification is not sent
        to the user.

        – Select a phone number from the If work phone busy, override this sequence and ring (ComPortal)
          drop-down lists. The selected phone number rings and the call sequence is ignored when users are
          engaged on their work phones. For example, a user can specify the receptionist’s number in this
          field when expecting a call from a visitor.
        Note: The user must enter at least one phone number for a call sequence before setting
        the “If work phone busy, override this sequence and ring” option. If the user selects a
        phone number for this field and has not previously defined the rest of the call treatment,
        ComCierge cannot forward the calls and all incoming calls fail.
        – Click the Ring Simultaneously box if you want all the phone numbers to ring at the same time.
          Uncheck the box if you want the phones to ring one at a time.
        4. Click Save to save your changes.
           After you save your configuration, the call treatment name appears in the Forwarding sequence
           drop-down list in the Portal and in ComSchedule. The number sequence is displayed in the
           Forwarding sequence panel bar using icons so you can easily identify the call sequence for the
           selected treatment.

Configuring Forwarding Sequences by Groups
ComCierge includes pre-defined call groups, as described in Table 3-13.

Table 3-13 Description of Call Groups

 Group          Description
 VIPs           Best customers, vendors, spouse, nanny and others whose calls the user does not want to miss.
 Family         Children, parents, and others who need to be able to reach the user if there is an emergency.
 Friends        Friends and other contacts who might need to reach the user rather than leave a message.
 Refuse         Contacts or phone numbers of callers the user does not intent to speak to. Calls from these people
                are typically given a busy signal or sent to the user’s voicemail.
 Others         Contacts that have not been included in the other groups.

 Before activating a forwarding by group treatment, you must define the number sequence for each call group,
and assign contacts to the groups. When a forwarding by group treatment is activated, incoming calls are
routed based on the phone number of the caller. For example, you can add a contact to a specific group, but
if the contact makes a call from a number that is not stored in your phone book, or from a number that has
caller ID blocked, the call is treated using the Others number sequence. Therefore, enter phone numbers for
the Others call group in all treatments so that these callers are sent to voicemail when the treatment is active.
There are four default Forwarding by group treatments, which are Standard, AtLunch, GoneHome and
Custom. The four treatments can be renamed, but they cannot be deleted. When you select one of the
default group treatments, the Delete button is disabled.
To configure a forwarding by group treatment in ComPortal, do the following:
        1. Click the Forwarding by group panel bar and select a call treatment from the drop-down list or
           select --- NEW --to create a new call treatment.
           A configuration panel opens and displays the call treatment’s name and current settings
           (Figure 3-13). When you change the call treatment’s name and save it, the new name appears in

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        the Forwarding by group drop-down list and in ComSchedule.
        The Forwarding by group panel contains a panel bar for each group of contacts, which when
        clicked, displays the number sequence for that group. The number sequence is displayed using
        icons so you can easily identify the call sequence for that group.




     Figure 3-13 Forwarding By Group Configuration Panel
     2. Use the steps described in “Configuring Forwarding Sequences for All Calls” to configure the call
        sequence for each call group.
     3. Click Save.

Adding a Contact to a Group
A contact can be added to a group by editing the details for the contact in your phone book, or by
dragging and dropping the contact to a call forwarding group icon in the Reach Me panel.
To add a contact to a call group in the user Portal, do one of the following:
     • Go to the Phone Book panel and find your contact. Retrieve the contact’s information by clicking
       the contactís name. When the contact’s detail panel appears, select a group from the Calling Group
       drop-down list and click Save Changes (Figure 3-45 on page 3-110).
     • Click on the Forwarding by group panel bar to open it so call forwarding group icons are shown.
       Locate your contactís entry in the phone book. Drag the entry to a call forwarding group bar in the
       Forwarding by group panel (Figure 3-14). Your contact’s Calling Group field is automatically set
       to the selected call group in your phone book.
     The phone book refreshes to update the contact’s Group setting.




     Figure 3-14 Dragging a Contact to a Call Forwarding Group Icon

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Deleting a Contact From a Call Group
To remove a contact from a call group in the User Portal, do one of the following:
      • Locate your contact in the phone book and change the contact’s Calling Group to another call
        group. If you do not want to put your contact in a specific call group, select None.
      • Drag the contact to the Other call group bar in the Forwarding by group panel.
        Calls from the contact are then forwarded based on the Others call group number sequence. Click
        Save Changes.
      Note: A Contact details panel for a personal contact has a Delete button that deletes the
      contact entirely. Be careful to not mistakenly use this button in an attempt to delete a contact
      from a group.

Adding Contacts to the Refuse List
The refuse list is a list of contacts the ComCierge user does not want to talk to. Contacts can be placed
in the refuse list by setting the contact’s Calling Group to Refuse in your phone book, or you can the
contacts from the phone book directly into the refuse list. When ComCierge is enabled, incoming calls
from contacts in your refuse list receive a busy signal.
For information on managing the refuse list, see “Refuse List” on page 3-93.

Viewing Contacts In a Group
ComCierge users can easily view a list of contacts assigned to a calling group. To do this, click the
Forwarding by Group panel bar to open it so the call forwarding group icons are shown. Click the icon
next to the calling group’s name to search the phone book for contacts assigned to the group
(Figure 3-15). The personal and corporate contact lists in the phone book display the number of matches
and the contacts assigned to the group.




      Figure 3-15 Viewing Contacts Assigned to a Call Forwarding Group


Selecting a Call Treatment
Call forwarding can be selected “on the fly” using radio buttons in the Reach Me panel (Figure 3-16). For
example, you can forward all calls to your desk phone, or have all calls go directly to your voicemail box
if you do not want to be disturbed. Additionally, you can choose to have all calls go directly to your mobile
telephone for a day when you are planning to be out of the office.




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      Figure 3-16 Reach Me and Call Forwarding Panels

The current active call treatment is indicated by the selected radio button and is shown in the user portal.
When you select Forwarding sequence or Forwarding by group, you must also select a call treatment from
the drop-down list (Figure 3-17). Calls are forwarded using the selected call sequence treatment.




        Click to activate                 Select a call treatment
        the call treatment                from the drop-down list
      Figure 3-17 Activating Call Sequences

ComCierge Behavior
ComCierge gives the user the unique advantage of applying different call treatments to different groups
of callers. For example, the user can have all calls from family members forwarded from his desk phone,
to his mobile phone, to his pager, and then to his voicemail box. Alternatively, the user can select to have
all devices ring at the same time. However, ComCierge can only function correctly if all the prerequisites
are met, and all the necessary information has been entered correctly.
The following examples describe ComCierge behavior that occurs under specific conditions:
      • If a user does not enter any phone numbers for his call treatments, and enables ComCierge, all
        incoming calls are treated as a normal call. This means, calls are forwarded to the userís normal
        setting, usually his desk phone.
      • If a user does not enter all of her personal contact numbers in her My Profile or My Account panel,
        she cannot select them as quick links in drop-down lists when configuring a call treatment. Without
        quick links, numbers must be entered manually for each phone number field.
      • If a user does not have a voicemail box, calls cannot be forwarded to the userís voicemail. In this
        case, the last number phone rings for 300 seconds.
      • If a user is forwarding calls to an external number with a voicemail box, and the external voicemail
        system picks up the forwarded call, all subsequent ComCierge treatments are ignored. Since the
        call was “answered” by the external voicemail system, the call is shown in the user’s incoming calls
        list, not the missed calls list. Ensure in your my profile settings that ringtimes are set so
        other voice mail systems will not pick up.
      • The user must enter a phone number for a call sequence before setting the If work phone busy,
        override this sequence and ring: or If busy field. If the user selects a phone number for this field
        and has not previously defined a call treatment, ComCierge cannot forward the calls and all
        incoming calls fail.
      • When the user is part of an ACD (ComMerchant) group, calls from the ACD queue take precedence
        over calls made directly to the user’s extension. Additionally, any ComCierge call forwarding settings the
        user has activated are ignored for calls from the ACD queue. However, the user’s ComCierge call treat-
        ments are in effect for calls made directly to the user’s extension even if he is checked into an ACD group.


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      • A user cannot use ComCierge call forwarding as the final destination number for an ACD group. For
        example, the user cannot use ComCierge to forward a call outside of the work extensions specified
        by ComMerchant. If an ACD call is not answered, the final destination is always a voicemail box.
      • The user’s ComCierge treatments are ignored when she is part of a hunt group and receives a call
        that has rolled to her extension from the hunt group. For example, the user cannot use ComCierge
        to forward a call outside of the work extensions specified by the hunt group. If a hunt group call is
        not answered, the final destination is always a voicemail box.
      • A user cannot use a hunt group number in a ComCierge treatment. The execution of the treatment
        stops at the hunt group number because hunt groups have priority over ComCierge treatments.
      • ComCierge treatments are ignored if another user within the company intercoms the user, unless
        he is currently on a call on the primary line.
      • Feature codes (*) cannot be used in ComCierge treatments.
      • Emergency numbers cannot be used in ComCierge treatments.
      • The user’s ComCierge treatments are ignored when the call barring feature is activated and the phone
        numbers set in any of the destinations are blocked. The call is automatically routed to the user’s desk phone.
      • If a ComCierge treatment is active, and the Call Forwarding is deactivated, the ReachMe setting
        changes to Deskphone.
      • The final destination of a ComCierge treatment defaults to the call forwarding fixed to voicemail
        (CFFV) treatment. In addition, if one of the ComCierge destinations encounters CFFV resulting in
        voicemail, that destination is treated as the answered destination.

ComSchedule (Call Forwarding Based on Time and Day)
ComSchedule allows you to pre-schedule call treatments for the week and then activate the entire set of
treatments by selecting ComSchedule as your call forwarding option. This feature is one of the call
forwarding options selectable from the Reach Me panel.
When a call comes in for a user with ComSchedule active, the Epiphany system checks to see if a call
treatment has been specified for that time. If a call treatment has not been specified, the default call
treatment from the ComSchedule settings is invoked.
You can pre-schedule calls to ring your desk phone, forward to another number or invoke any of the available
call forwarding options already configured in the Reach Me or Call Forwarding panels. The calendar displays
seven days of the current week and twenty-four hours for each day. You can select a time slot on one or
more days and pre-schedule a call treatment for that time. A maximum of five call treatments per day
and thirty-five treatments per week can be pre-scheduled.
If you have call sequences in your ComSchedule calendar and the administrator disables ComCierge in
your class of service, the call treatments are removed from the calendar and your ComSchedule default
treatment is used in those time slots.
      Note: If a user has more than one device registered to his phone number, ComSchedule
      call treatments ring all registered phones.

Enabling ComSchedule
ComSchedule must be enabled in the user’s class of service to use this feature. When ComSchedule is
enabled, ComSchedule appears as an option in the Reach Me panel, and Scheduled Forwarding
appears as an option in the Call Forwarding panel. Only call forwarding features that are enabled in the
user’s class of service are available as options in ComSchedule.




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Setting ComSchedule
Select a ComSchedule default call treatment and pre-schedule call treatments for the current week, as follows:
     1. Click on the ComSchedule panel bar. The ComSchedule default treatment setting and a view of the
      current week appear (Figure 3-18).




     Figure 3-18 ComSchedule and Schedule Forwarding Panels

     2. Click Change to select a default call forwarding treatment (Figure 3-25). The Epiphany system
      invokes the default treatment when an incoming call is received and a call treatment has not been
      pre-scheduled for that time.
       Your ComSchedule default treatment can send calls to your Desk phone, a forwarding number, or a
       call sequence (Figure 3-19). The All calls to drop-down list contains phone number quick links that
       you have configured in your profile. For information on quick links, see “Phone Number Quick Links”
       on page 3-91. If you have voicemail enabled, you can check the VM checkbox if you want
       unanswered calls to your forwarded number to go to voicemail. The Forwarding Sequence
       drop-down list contains all call sequences that you have pre-configured in the Forwarding Sequence
       and Forwarding by Group panels.
       After selecting your default treatment, click OK to exit the configuration panel, and then click Save
       to save the default treatment setting.




     Figure 3-19 Default Call Treatment Options
     3. Add pre-scheduled call treatments to your ComSchedule calendar as follows:
     – Click Add, and a scheduling panel appears.
     – Check the day for your call treatment. You can select multiple days when you first schedule your
       treatment. This allows you to schedule treatments at the same time every day of the week.
     – Enter the start and stop time for your treatment.


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     – Select the call treatment to be invoked when you receive an incoming call on the day and time
       you specify. The pre-scheduled treatment options are the same as the default treatment options.
     – Click OK to place the treatment on your calendar, and the treatment appears in the scheduled
       time slot. You can continue to add scheduled treatments for the week. All treatments scheduled
       are saved when you save your changes.
     – Click Save to save your all pre-scheduled call treatments.

     Note: A maximum of five call treatments can be specified for each day.

     To view pre-scheduled treatments for a specific day, click on the day at the top of the calendar. The
     ComSchedule week view is replaced by an expanded view of the day you selected (Figure 3-20). To
     return to the week view, click Close.




     Figure 3-20 ComSchedule Calendar Day View

     Once you have pre-scheduled call treatments, you can activate ComSchedule by selecting Com
     Schedule in the Reach Me panel.
     To edit or delete a pre-scheduled call treatment, click on the treatment’s slot in the calendar. When
     the scheduling panel appears with the treatment’s current setting, you can change the day, time, and
     call treatment, or click Delete to remove the treatment from the calendar. Click OK, then click Save.

Feature Interactions
The basic feature interactions with call forwarding are:
     • Call Forking–Busy forwarding is applied only if the last forked endpoint to respond is also busy.
     • Call Forwarding Variable–CFV takes precedence over Call Forward Fixed to Voicemail (CFFV).
     • Call Forwarding Variable Busy–CFVB takes precedence over CFFV.
     • Call Forwarding Variable No Answer–CFVNA takes precedence over CFFV.
     • Do Not Disturb–A device with DND active results in the CFFV treatment being applied if CFVB is not set.
     • Intercom Calling–If a user is busy, the Intercom feature is routed to the CFFV (if a CFVB
       destination is not set).
     • Simultaneous Ring–If one of the destinations encounters CFFV resulting in voicemail, that
       destination is treated as the answered destination.
     • Voicemail–A user configured with Voicemail in their class of service automatically receives the
       CFFV feature.



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Call Groups
Epiphany provides a number of features that can be enabled for a group of people instead of the entire
tenant. Call groups only affect the use of features, not how the members of the group are managed. The
intercom, group call pickup, executive busy override and distinctive ringing features can work on a group-
basis. Once a call group is created, you can assign users to the call group at any time.
A call group defines a group of people for which these features work provided they are enabled in the
user’s class of service. For example, Sally is in the same call group as Joe and is authorized to use the
group call pickup feature. Sally can dial *54 and pick up a call that is currently ringing on Joe’s phone.
Call groups are created by administrators. Using the Admin Portal, an administrator can create a call
group, assign a name to the group, view a list of users in the group, and add or remove users from the call
group (Figure 3-21).




      Figure 3-21 Admin Portal–Call Groups Panel
      For information on using features on a group basis, see:
      • “Call Pickup–Directed” on page 3-44.
      • “Call Pickup–Group” on page 3-45.
      • “Distinctive Ringing” on page 3-73.
      • “Executive Busy Override” on page 3-75.
      • “Intercom Calling” on page 3-81.


Adding and Editing Call Groups
To create and manage call groups, follow these steps:
      1. Click the Call tab in the Groups panel.
      2. When the Call Group panel appears, do one of the following:
       – To add a new group, select --- New Group --- from the drop-down list of call groups and enter
         the name of the group. Once the group is added the group name cannot be edited.
         The name must consists of no more than 20 characters and must be unique within your
         company. Group names can contain letters, numbers, underscores and spaces.
       – To view or edit an existing group, select the group from the drop-down list of call groups.
      3. Fill in the following call group information:
       – Call group description–Optional description of the group that is no longer than 30 characters.
       – Call group members– Select an employee in the Employees list and drag the entry from the
         Directories panel and drop it into the call group’s Members list (Figure 3-22). The employee’s
         name displays in the call group’s Members list.

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      Figure 3-22 Adding Employees to a Call Group
      4. To save your changes, click Save.
       The name of the new call group is added to the list of groups in the drop-down list.
      To delete a call group, click the Delete Group button in the panel (Figure 3-30). A confirmation
      message displays. Click Delete Group again to delete the selected group. The call group is removed
      from the drop-down list in the Call group panel.
      To delete a user from the call group, click the Delete rollover icon for the person you want to remove
      from the group, then click Save. The user is deleted from the group immediately and removed from
      the call group members list.



Call Hold
Call hold lets a user place an active call on hold using his phone. This is a basic phone feature and does
not require a class of service setting to be enabled. When a user puts a call on hold the other party hears
music. A hold button must be present on the phone to use this feature.

Using Call Hold
You can put a caller on hold using one of the following methods:
      • To put a caller on hold press the Hold button on the phone. To return to the current call, press the
        Hold button again, or press the line button.
       If you have a call coming in on your second line while you are talking on the first line, press the line
       button for the second call. This automatically puts the first caller on hold, and connects you with the
       second caller. You can toggle between the two calls by pressing either line button.
      • To put a caller on hold from the display, press the softkey below Hold. To pick up a call on hold,
        press the line key for that call.
      • On analog phones, press flash-hook or the Flash button to put a call on hold. To return to the
        current call, press flash-hook or the Flash button again. Some phones also provide a Resume
        button or softkey that you can press to return to the current call.

      Note: If you make a call to another extension within your company and then put the call on
      hold, the called party cannot put you on hold or press the second line key to get dial tone.
      This also means that the party put on hold cannot answer a new call on their second line.
      To answer the new call, the party on hold must first disconnect the call on the first line by

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     pressing the first line key, and then answer the new call by pressing the second line key.
     Flash-hook can be initiated by pressing Flash, if available, or by quickly pressing the
     on-hook/off-hook button.
     Note: If you are on hold by another Epiphany subscriber and do not want to listen to music,
     you can: a) Press any key to stop the music for 2 to 3 seconds; b) Press the # key to stop
     or resume playing the music.

Feature Interactions
The feature interactions between call hold and other features are:
     • Caller ID block/unblock–Held calls retain the Caller ID information. When the call is removed
       from hold, the same information is displayed to the phone.
     • Malicious Call Trace–A trace can be performed against a party on hold.


Call Logs
Users can view missed, incoming and outgoing calls from the My Calls panel (Figure 3-23).
From a call log entry, users can invoke a number of features. Users can do the following from the call list:
     • View the time and date a call was made or received.
     • View the duration of completed calls.
     • Retrieve and view Phone Book (contact) information about the called or calling party.
     • Add callers to the Phone Book as new personal contacts.
     • Initiate a call by clicking a phone number.
     • Open an email window to write a message by clicking the email icon.
     • Sort the call list by column.




     Figure 3-23 My Calls Panel

Viewing the Call Logs
Clicking the My Calls menu bar in the portals expands the call log panel, where users view their calls.
The call list contains the last 10 missed calls, the last 10 incoming and outgoing calls. The user can click
a Refresh now button in the Portal to update the list with any new calls.

Table 3-14 describes the data items in each entry.
Table 3-14 Call Log Fields
 Field Name            Description

 Call type icon             Identifies an incoming call.
                            Identifies an outgoing call.
                           Identifies a missed call.
                                                                                       Continued on Next Page


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                        Users can sort the call log by call type by clicking the column header.

 Name                   Name of the called or calling party. The name of the party is displayed as follows:
                        • If the calling or called party is in the same tenant as the user, the party’s name displays.
                        • If the calling or called party is not in the same tenant as the user, the party’s name
                          displays if all conditions below are met:
                          – User has the Caller ID Presentation contact feature enabled. The administrator
                            enables contact name lookup in the userís class of service to allow this feature.
                          – Called or calling party is in the user’s phone book as a personal or corporate contact.
                          – Calling party does not have caller ID blocking enabled (for incoming or missed calls).
                        If the conditions are not met, Unavailable displays as the calling or called party’s name
                        in the call list.
                        Users can click on a name to view the caller’s details in his phone book.
                        If the user clicks a contact’s name and the name is Unavailable, a new contact panel
                        opens so the caller can be added to the user’s phone book as a personal contact. The
                        contact’s Last Name is set to Unavailable and Work Phone is set to the caller’s phone
                        number automatically.
                        For information about adding or editing contacts, see “Contact Lists” on page 3-62.

 Email icon                  Displays next to the caller’s name if his email address is stored in the user’s phone
                        book. Launches the user’s native email client for the click-to-email feature. For
                        information on this feature see “Click-to-Email” on page 3-56.

 Phone                  Phone number of the calling or called party.

 Date Received          Date and time of the call.


If enabled on their phone, users can view call logs on their telephones if the phones have displays. Use the
documentation that came with your phone for more information.
      Note: The Netscape browser does not automatically refresh the User Portal while it’s
      minimized. To view the most current call logs click the Refresh button.

Using Call Log Features
You can invoke features from the My Calls panel (Figure 3-31) in the user portals, as follows:
      • Adding a personal contact – Click a caller’s name (Unavailable) or drag a call log entry to your
        personal contacts list in the phone book. A Details panel opens so contact information can be entered.
      • View contact information – Click a caller’s name or drag a call log entry to your personal contacts
        list. A Details panel with the contact’s information displays.
      • Initiating a call – Click a caller’s phone number or drag a call log entry to the Call icon, or Dial panel
        to activate a call. The click-to-call panel opens and the To: field is populated with the phone number
        in the call log entry. If you want to call the contact at a different number, and there are other phone
        numbers for the contact stored in your phone book, you can select a different number from the To:
        drop-down list. If the destination number is not in the phone book, you can enter it in the To: field.
      Note: The click-to-call feature dials the number shown. If the called party goes through a PBX
      or key system to make an outside call, their actual phone number may be different from the one
      shown in the call list. In this case, click-to-call cannot connect you to the called party at that
      number. For example, PBX’s and key systems can be configured to block caller-ID information
      or to always provide the company’s main number as the ID.



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        When a call is initiated from the portal, your telephone rings and the speaker is active. Continue the
        call on the speaker or pick up the handset. For information about initiating a call from the call log,
        see “Click-to-Call – Portal” on page 3-52.

      • Initiating an email – Click the email icon to send an email to the person in the call log entry.

        When an email is initiated from the portal, your native email client launches. The To: field of the
        email client automatically populates with the email address of the caller, if the contact’s email
        address is stored in the user’s phone book. For information about initiating an email from the portal,
        see “Click-to-Email” on page 3-56.

      • Sorting the call list – When you click on a column’s name, a sort icon appears next to it (Figure 3-24).
        Clicking the icon rearranges the call log, sorting the entries based on the selected column. You can
        sort the list based on the call type, calling or called party name, phone number, or date of the call.




      Figure 3-24 Sorting Call Log Entries


Setting the Time Zone for Call Logs
Call log entries show a time and date for each call based on the time zone set in the user’s profile. By default,
the time zone is set to the location where the Epiphany platform is installed, however, the user may be in a dif-
ferent time zone. For information on setting the user’s time zone, see “Personal User Profile” on page 3-88.


Call Logs Feature Interaction
Conferences calls generate call log entries for all outbound calls, including entries for the network based
conference bridge for each party involved in the conference. For example, user A sets up a three-way
conference call with user B and user C. In this case user A’s calls log has five entries, which correspond to
the calls to user B and user C, and three additional outbound call entries to the “Conference Bridge”, one
for each party involved in the conference.


Call Park
Call Park is a business phone feature that lets you place a call on hold so that another user can pick it up.
Calls can be parked at any internal extension number. Only one call at a time can be parked at a number.
The amount of time the call is parked is two minutes.
Call Park must be enabled in a user’s class of service to use this feature. For information, see
Chapter 2, “Enabling Epiphany Features.”


Using Call Park
How to park a call depends on the type of phone. For example, on analog and IP phones, call park is avail-
able only by using a feature code (*nn). The ways to park a call are discussed in the following sections.
      • Initiate a blind transfer and enter *98<park destination> as the transfer to number.
        Using another transfer method other than blind transfer does not work.


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      After you initiate a call park, you hear a two-second dial tone for confirmation when the call is
      successfully parked. Phones connected to analog adapters may play another tone, other than dial
      tone, for confirmation. If the call is not successfully parked, a fast busy signal is heard until a flash-
      hook returns the call to the first caller. The parked party hears the default treatment for a call on hold.
      Note: If a call is parked and not picked up within 2 minutes, the call rings back to the user
      who originally parked the call.

Feature Interactions
      • Caller ID block/unblock – The parked call’s Caller ID restriction values are retained when parked.
      • Conferencing (3-way, 4-way) – A conference call cannot be parked.
      • Malicious Call Trace – If the parked call was an incoming call, the Malicious Call Trace can be
        applied again to that call.


Call Pick-up
Call pickup is a business phone feature that lets you pick up a call parked at your extension or at another
internal extension. Phones with parked calls do not provide indications that a call is parked. You must know
the extension number where a call is parked to pickup the call.
Call Pickup must be enabled in a userís class of service to use this feature. For information, see
Chapter 2, “Enabling Epiphany Features.”

Using Call Pickup
How you pickup a call parked on an internal extension depends on the phone. To pickup a parked call, do
one of the following:
      • On analog or IP phones, pick up a parked call by first going off-hook, then after you hear a dial
        tone, press *99 (the call pickup code) and the extension where the call was parked. If the pickup is
        successful, you are connected to the parked call.
      You can also use the *99 code to pick up a hunt group call. To pick up the last call ringing in a hunt
      group, press *99 and the hunt group pilot number. If the pickup is successful, you are connected to
      the hunt group call.
      A call that is picked up cannot be traced using the Malicious Call Trace feature.


Call Pickup–Directed
Directed call pickup is a business phone feature that lets a user pick up a call that is ringing at another
extension by dialing a star code followed by the extension.
The directed call pickup feature is useful if the user wants to pick up an incoming call from a specific
extension. For example, a colleague is leaving his desk for a while and asks the user to pick up incoming
calls to his phone.
Call Pickup–Directed must be enabled in a user’s class of service to use this feature. For
information, see Chapter 2, “Enabling Epiphany Features.”


Using Call Pickup–Directed
To pick up a call ringing at a specific extension, pick up the handset, press the SPKR button or press a
line key and dial *53<number>, where <number> is the internal number where the call is ringing. You are
connected to the caller.


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Call Pickup–Group
Call pickup – group is a feature that lets the user pick up the last call ringing at an extension in the user’s
call group by dialing a code. If several calls come in at the same time, the group call pickup feature picks
up the call that started ringing first.
The Call Pickup – Group feature is useful if a user wants to pick up a call coming into any extension in
his area or office. For example, if several of the user’s colleagues are away from their desks, and the user
cannot distinguish whose phone is ringing, he can use this feature to pick up the call that is ringing.
Call Pickup-Group must be enabled in a user’s class of service to use this feature. For
information, see Chapter 2, “Enabling Epiphany Features.”


Using Call Pickup–Group
To pick up the last call ringing at any extension in your call group, pick up the handset, press the SPKR
button, or press a line key and dial *54. You are connected to the caller.


Call Reason Display
When a user in your company transfers or forwards a call to you, call reason display allows the receiving
phone to present information about the call. A message on your phone displays the calling number and
tells you whether the call is a transferred or forwarded call. Hunt group members and ACD (ComMerchant)
agents can view the calling number when they receive a call. This feature applies only to intra-tenant calls.
Call Reason Display must be enabled in your class of service for your phone to present call
information.


Using Call Reason Display
Your phone must have a display to use this feature. When you receive a transferred or forwarded call
from another user in your company, your phone tells you the reason and the calling number. Table 3-15
describes call reason display messages based on the feature initiating your call and the type of phone you
are using.

Table 3-15 Call Reason Display Messages
  Feature                          Call Reason Display Message
  Hunt Group-incoming call         HG Call<calling number>
  ACD group-incoming call          ACD Call<calling number>
  Call Forward                     CFW<calling number>
  Blind Transfer                   Trnsfr <calling name>
  Hold Recall                      N/A
  Call Park Recall                 Parked call <number where call is parked>

      Interactions between call reason display and other features are as follows:
      • ComCierge (smart call forwarding) – Call reason display messages are not presented when your
        incoming call is initiated by ComCierge forwarding.
      • ComRIO (remote click-to-call) – Call reason display messages are not presented when your
        incoming call is initiated by remote click-to-call.
      • Forking – When multiple phones are bound to the same extension, all devices receive the call
        reason display message.

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     • Bridged Line Appearance – When an extension is bridged to a line on another phone (bridged line
       appearance), call reason display appears on both phones: the phone bound to the called extension
       and the phone configured with the BLA line.

Call Restrictions
Call restrictions enabled in a user’s class of service prevent the user from making certain types of calls.
Once a restriction is placed on a call type, the user cannot dial phone numbers of that call type from his
phone or initiate restricted calls from the User Portal.

Feature Interactions
The feature interactions between call restrictions and other features are:
     • Authorization Codes – A call restriction can be overridden with an authorization code.
     • ComRIO – The user’s dialing restrictions apply to each of the ComRIO legs. If the first leg is
       restricted, the call is not placed. If the second leg is restricted, the call is intercepted.


Call Transfer
Blind and consultative call transfer are business phone features that let users transfer an active call to
another number using fixed buttons, softkeys, phone display, or feature (*) codes.
Consultative transfer lets the user converse with a third party before transferring the call to that party.
When using blind call transfer, the user does not converse with the third party before transferring the call.
Blind call transfer and consultative call transfer are basic phone features and do not require a class of
service setting to be enabled. To transfer calls to an outside number, the external transfer feature must be
enabled in your class of service.
     Note: The ability to transfer calls to an outside, non-company number depends on outside
     dialing being defined in the public dial plan. The external transfer feature can then be
     enabled by your administrator.
     The ways to transfer a call are:
     • “Transferring Calls to an Internal Number” on page 3-46.
     • “Transferring Calls to a User’s Voicemail Box” on page 3-47.
     • “Transferring an Internal Call to an Outside Number” on page 3-47.
     • “Transferring an Outside Call to an Outside Number” on page 3-48.

Transferring Calls to an Internal Number
You can transfer an active call to another extension, as follows:
     • On IP phones with displays and softkeys that support call transfer, press the softkey below TRNS
       on the display, and dial the number you want to transfer the caller to. You can either hang up
       (unsupervised, blind transfer) or, wait until the second party answers, announce the call
       (supervised, consultative transfer) and hang up to complete the transfer.
       Press CANCEL or CNCL on the display to return to the original caller for any of the following:
       – If the transferred call is not answered by the called party.
       – The call is or is not answered by a voicemail system.
     • On an analog telephone, flash-hook or press the Flash button during a call to transfer the current
       caller to another number. After the flash-hook, dial the transfer number. You can either hang up
       (unsupervised, blind transfer) or, announce (supervised, consultative transfer) the call by waiting
       until the second party answers and hang up your phone to connect the call.

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Transferring Calls to a User’s Voicemail Box
Transferring calls to voicemail depends on the Call Forwarding Fixed to Voicemail feature being enabled
for the transferred-to user. The COS abbreviation to set for Call Forwarding Fixed to Voicemail is CFFV.
To transfer an active call directly to another user’s voicemail box, do the following:
      1. Initiate the transfer by pressing Cnf/Trn on the phone or the softkey below TRNS on the display.
      2. Dial *90<number> where <number> is the user’s extension.
      3. Hangup the phone.
      The result is a blind transfer. If the user does not have a voicemail box, the call is rejected and you
      are reconnected with the original caller. If the user does not have the Call Forwarding Fixed to
      Voicemail feature enabled, the call rings and then disconnects.


Transferring an Internal Call to an Outside Number
If your administrator has configured mandatory billing codes for your extension, you must enter a billing
code when you want to transfer a caller to an outside number. Contact your administrator for information
about billing codes.
You can transfer an internal caller to an outside number by doing one of the following:
      • Press Cnf/Trn on the phone. Dial the outside number you want to transfer the caller to. You can
        either hang up (unsupervised, blind transfer), or wait until the other party answers, announce the
        call and then hang up to complete the transfer (supervised, consultative transfer).
       If you hear a secondary dial tone after you have dialed the outside number, you must enter a billing
       code before you can transfer the caller to the outside number. When you hear the secondary dial
       tone, enter a valid billing code. You can press # after you have entered the billing code. If you do
       not press #, there is a 4 second delay before the system initiates the call.
       If the billing code you entered is valid, the call is transferred. You can either hang up (unsupervised,
       blind transfer), or wait until the other party answers, announce the call and then hang up to complete
       the transfer (supervised, consultative transfer). For more information about billing codes, see
       “Billing (Account) Codes” on page 3-9.
       If the billing code you entered is invalid, you hear a busy signal. Press Cnf/Trn to return to the
       original caller.
     • Press the softkey below TRNS or Trnsfr on the display. Dial the number you want to transfer the caller
       to. If your company requires that you use a billing code for making outside calls, you hear a secondary
       dial tone, and the phone displays the message “Enter Bill Code”. Enter a valid billing code. If the billing
       code you entered is valid, the phone displays the message “Code Accepted”. You can either hang up (un
       supervised, blind transfer), or wait until the other party answers, announce the call and then hang up to
       complete the transfer (supervised, consultative transfer).
       You can press # after you have entered the billing code. If you do not press #, there is a 4 second
       delay before the system initiates the call.
      • On an analog phone, flash-hook during an active call to transfer the current caller to another
        number. After the initial flash-hook, dial the transfer number.
       If you hear a secondary dial tone after you have dialed the outside number, your company requires
       that you use a billing code before the system initiates an outside call. When you hear a secondary
       dial tone, enter a valid billing code. If the billing code you entered is valid, the call is transferred.
       You can either hang up (unsupervised, blind transfer), or to announce the call, wait until the second
       party answers then flash-hook again to connect the call (supervised, consultative transfer).
       You can press # after you have entered the billing code. If you do not press #, there is a 4 second
       delay before the system initiates the call. For more information about billing codes, see “Billing
       (Account) Codes” on page 3-9.

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Transferring an Outside Call to an Outside Number
In principle, you can transfer an outside call to an outside number the same way as described in
“Transferring an Internal Call to an Outside Number” on page 3-47. However, for security reasons your
administrator may have disabled the transfer of outside calls to outside numbers on the phone you are
using. If you see a “call failed” or “call unauthorized” message on your display when you try to transfer
an outside call, transferring calls to outside numbers is disabled. Press the CANCEL or CNCL softkey
to return to the original caller.
To transfer calls to an outside, non-company number, outside dialing must be defined in the public dial plan
and the external transfer feature must be enabled in your class of service. For information, see Chapter 2,
“Enabling Epiphany Features.”

Feature Interactions
The feature interactions between call transfer and other features are:
      • Authorization Code – If transferring to a restricted destination, the user can dial an authorization
        code to reach the destination.
      • Last Call Return, Last Number Redial – When dialing the other destination, the Last Call Return and
        Last Number Redial codes can be used to reach the transferred to party.


Call Waiting
While the user is on a call, the call waiting feature plays an audible tone or visual indicator to signal to
the user that another call is incoming or waiting. The user can answer the call or let the call proceed to
the next destination, depending on how call waiting is configured.

If the call waiting feature is not enabled or active, the user does not hear or see the incoming call indicator
and callers receive the busy signal or are sent directly to the next destination as configured.

To activate call waiting for a user, activate the Call Waiting feature in the user’s class of service
template as described in “Understanding How to Enable Features” on page 2-1. The audible or
visual cues used for call waiting depend on the phone.

If the call waiting feature is enabled for a business user, the user sees Call Waiting listed in the Portal, My
Profile, Features, Other Services area.


Using the Call Waiting Feature
Using the call waiting feature means deciding whether to answer a call while you are already on a call
and using your phone to deactivate call waiting during the outbound call you are making.

Answering the New Call
When another call arrives and the cue occurs, do one of the following:
On a single-line phone, press the hook flash. You are immediately connected to the second caller. When
you end the second call, you are immediately connected to the original call.
On a multi-line phone, the cue may be audible, visual, or both, such as an audible tone and a flashing
LED for the line being used for the subsequent call. Put the original call on hold and press the indicated
line button. You can alternate between calls by continuing to put one call on hold and pressing the line
button of the other call.
If you do not answer the subsequent call, the call is presented to voicemail if configured.

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Deactivating Call Waiting
You can deactivate call waiting for the current call by pressing *70. When you deactivate call waiting,
you do not receive a cue when a subsequent call comes in. The subsequent caller hears the busy signal
unless voicemail or another destination is configured.
To deactivate the call waiting feature:
      1. Go off-hook and wait for the dial tone.
      2. Enter the deactivate code, *70.
         An audible cue may indicate that the call waiting feature is not active, followed by the regular dial
         tone. If you do not hear the regular dial tone, the Call Waiting feature has not been disabled.
      3. Enter the number to call.
         All incoming calls during the current call are presented to voicemail or other destination if
         configured, or the caller hears the busy signal.

Feature Interactions
The feature interactions between call waiting and other features are:
      • Intercom Calling – If a user is on a call, an Intercom call to that user becomes a call waiting call.
      • Malicious Call Trace – If the user answers the call waiting call, a subsequent Malicious Call Trace
        applies to that answered call.


Caller ID
Caller ID presents the number of the calling party to the user. This applies to IP, and analog phones with
appropriate caller ID display equipment. When an inbound call is received, the phone number of the caller
is displayed. Presentation of caller ID requires that your phone have display capabilities and the caller ID is
not blocked.
You can control your caller ID settings for outgoing calls. For more information about using caller ID
features, see “Caller ID Block/Unblock” on page 3-50.


Caller ID Presentation for Contacts
Caller ID presentation for contacts matches the phone numbers of incoming calls with their names for
display in call logs and call treatments.
The Contact Name Lookup feature must be enabled in the user’s class of service to see the names of
incoming callers. When ComCierge is enabled in a user’s class of service, Contact Name Lookup must
also be enabled. If the administrator or service provider forgets to enable Contact Name Lookup when
enabling ComCierge for a user, the Admin Portal issues a message telling the administrator that Contact
Name Lookup is required and automatically enables it.


Using Caller ID Presentation for Contacts
When an inbound call arrives, a search is made to see if the caller ID matches a contact phone number in
the user’s phone book. If a caller ID and contact phone number match is found, the caller’s name displays
on the phone. The caller’s name also displays in the call logs and voicemail list in the user portals. The
incoming caller ID must not be blocked and the user’s phone must have display capability for the caller’s
name to be presented.




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Caller ID Block/Unblock
Caller ID Block/Unblock lets you send or block your caller ID for outgoing calls. All caller ID features, by default,
are disabled. There are four caller ID features you can use if activated in your class of service, as follows:
      • Caller ID-Block Delivery All – Caller ID is blocked on all outgoing calls.
      • Caller ID-Override per Call – Send caller ID on a per call basis.
      • Caller ID-Block per Call – Block caller ID on a per call basis.
      • User Controlled Line Identification Restriction – Lets the user activate or deactivate caller ID
        blocking features using star codes.
        You manage caller ID features using Caller ID-Block Delivery All or UCLIR. Both features are
        mutually exclusive.


Enabling Caller ID Blocking
Each caller ID blocking feature must be enabled in the user’s class of service to use the feature.
Administrators enable the features in the class of service as follows:
      • Caller ID-Block Delivery All – CBLK
      • Caller ID-Override per Cal l– CIDOVR
      • Caller ID-Block per Call – CIDBLK
      • User Caller Line Identification Restriction – UCLIR
        If UCLIR is enabled, administrators must also enable caller ID-block per call and caller ID-override
        per call. This allows the user to manage caller ID blocking on a per call basis.

      Note: The UCLIR feature does not work if Caller ID–Block Delivery All is enabled, or with
      internal calls. The caller ID is always sent on extension to extension calls.
      When enabled for a user, caller ID blocking features display in the Portal, My Profile, Features panel,
      in Other Services.


Using Caller ID–Block Deliver All and UCLIR
You manage caller ID features using Caller ID-Block Delivery All or UCLIR. Both features are mutually
exclusive.
When using caller ID-block delivery all, caller ID is blocked or unblocked for all outgoing calls. Feature
codes are used to block or send caller ID on a per-call basis. When caller ID-block delivery all is active,
use caller ID-override per call to send caller ID for the current call only. When the feature is inactive, use
caller ID-block per call to block caller ID for the current call.
The UCLIR feature allows you to block or unblock caller ID for all calls at any time using feature codes.
Activating UCLIR blocks caller ID for all outgoing calls. While UCLIR is active, use caller ID-override
per call to send caller ID for the current call only. Deactivating UCLIR sends caller ID for all calls. While
UCLIR is inactive, use caller ID-block per call to block caller ID for the current call.
Table 3-16 describes valid caller ID blocking use cases based on whether you are managing your caller
ID blocking using Caller ID-Block Delivery All or UCLIR. The required setting of caller ID features in
a user’s class of service is also specified for each case.




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Table 3-16 Caller ID Blocking Usage
                                                                     Caller ID        Caller ID        Caller ID
                                                      UCLIR          Block            Block per        Override Per
  Caller ID Blocking Usage Description                (*61/*65)      Delivery All     Call (*67)       Call (*82)
  If you use Caller ID-Block Delivery All
  • Caller ID is blocked for all calls.               Disabled       Enabled          Disabled         Disabled
    You cannot block your caller
    ID using a feature code.
  • Caller ID is unblocked for all calls.             Disabled       Disabled         Disabled         Disabled
    You cannot unblock your caller ID using
    feature codes. You cannot use UCLIR
    feature codes to block or unblock calls.
  • Caller ID is blocked for all calls. To            Disabled       Enabled          Disabled         Enabled
    unblock caller ID on a per-call basis,
    you enter *82. See row ìAfter you enter
    *67 or *82î on page 3-90.
  • Caller ID is unblocked for all calls. To          Disabled       Disabled         Enabled          Disabled
    block caller ID on a per-call basis, you use
    *67. See row “After you enter *67 or *82”
    on page 3-90.
    If you use UCLIR
  • To activate UCLIR, use *61 or the portal.         Enabled        Disabled         Disabled         Enabled
    Caller ID is blocked for all calls. To
    unblock caller ID on a per-call basis, use *82.
  • To deactivate UCLIR, use *65 or the portal.
    Caller ID is unblocked for all calls. To block
    caller ID on a per-call basis, use *67.
    After you enter *67 or *82
  • After you enter *67, you hear the dial tone. Dial the outbound number. Your caller ID is not presented on the
    receiving end.
  • After you enter *82, you hear the dial tone. Dial the outbound number. Your caller ID is presented on the
    receiving end.
  Currently most phones do not send a dial time to confirm that a feature has been activated deactivated.


Caller ID Block/Unblock Feature Interactions
This section describes feature interactions between caller ID blocking/unblocking and different features
available on your phone.
     • To override your default caller ID setting when setting up a conference call, you must press the
       respective feature code to block (*67), or present (*82) your caller ID for each call.
     • To override your default caller ID setting when you transfer a call, you must press the respective
       feature code to block (*67), or present (*82) your caller ID when you hear a secondary dial tone
       after pressing the transfer button.
     • To override your default caller ID setting when you are using click-to-call, or ComRIO, you must
       enter the respective feature code to block (*67), or present (*82) your caller ID followed by the
       phone number you want to call.
     • If you have a bridged line appearance of another extension configured on your phone, you can only
       override the default caller ID setting on the bridged line, if your primary line has the same default
       caller ID setting.


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      • ComRIO–The Caller ID enable/disable feature code cannot be entered in the ComRIO request.
      • Conferencing (3-way, 4-way)–The user can dial caller ID block/unblock codes when placing a leg
        of a conference call.


Caller Name Presentation
Caller name presentation allows the name of an incoming caller to be displayed on the user’s phone. The
caller’s name can come from the Public Telephone Network or from a contact entry in the user’s phone
book. Contact Name Lookup must be enabled in the user’s class of service to view the callerís name. The
presentation contact ID is not retained when the call is parked.
For information on name presentation for user contacts or callers from the PSTN, see “Caller ID
Presentation for Contacts” on page 3-49.


Class of Service
Class of service is a group of features and calling privileges assigned to individual users. Class of service
is managed through class of service templates. When Buckeye TeleSystem created your company, one
or more service lists are assigned to the company. Service lists contain enabled features and calling
privileges offered by the Epiphany as standard features and those purchased by your company. Buckeye
TeleSystem defines service lists based on service bundles offered to users. The current service lists are
Basic, Enhanced and Premium.
Service lists provide the basis for your company’s class of service templates. Using the Admin Portal,
administrators can create class of service templates derived from service lists assigned by Buckeye Tele-
System. Multiple class of service templates allow the administrator to easily assign different features to
different users. Class of service templates can be assigned to users when users are created by the
administrator. The templates can also be changed at any time by the administrator. Additionally, the
administrator can enable additional features for selected users.
For more information on class of service features, see Chapter 2, “Enabling Epiphany Features.”


Click-to-Call–LCD
A business user can view his call logs and return calls using the display. The call logs are stored directly on
the phone, please use the documentation that came with your phone for more information.


Click-to-Call–Portal
Users can easily initiate a call by clicking the Call icon in the Portal or by clicking a phone number in the
phone book, call log, or voicemail list. A click-to-call panel opens and the destination number is set in the
To: field. Users can select a billing code from the drop-down list if one is required. Users with ComRIO
enabled can also set the From number so that click-to-call can be used from any phone.


Enabling Click-to-Call from the Portal
Click-to-call is a standard portal feature and does not require a class of service attribute to be enabled.
Remote click-to-call (ComRIO) is a Portal feature that allows users to select their calling phone number
when using click-to-call and requires a class of service feature to be enabled. For information on using
remote click-to-call see, “Remote Click-to-Call (ComRIO)” on page 3-94.




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Using Click-to-Call from the Portal
To initiate a call using click-to-call from the portals, follow these steps:
      1. Do one of the following:
        – From the Portal, click the Call icon. The Call panel opens (Figure 3-25). The contents of the
          panel depend on whether remote click-to-call (ComRIO) is enabled for the user.




        Figure 3-25 Using Click-to-Call from ComPortal
      2. If the destination number is not already in the To: field, enter the phone number to be called, as follows:
        – Do not include any feature codes (*).
      3. Select a billing code from the Billing Code drop-down list if required or optional to place an
         outgoing call.
      4. Click Call or Dial.
         The user’s telephone rings as the call is initiated. If the phone has a speakerphone, the speaker
         and microphone activate.
      5. Pick up the handset or use the speakerphone to proceed with the call.

Click-to-Call Using Drag and Drop
Click-to-call can be initiated by dragging entries from the contact list, call log or voicemail list to the Call icon.
To initiate click-to-call by dragging an entry to the Call icon or Dial panel, select an entry by clicking on the
name of the person you wish to call. Drag the entry to the Call icon (Figure 3-26). You can select an entry
from your contact list, voicemail list or call log.

When the click-to-call panel opens, confirm the destination number in the To: field, which is automatically
set to the contact’s phone number. If the user wants to call the contact at another number, and other
phone numbers for the contact are stored in the phone book, the user can select a different phone number
to call from the a drop-down list (Figure 3-26). If the destination number is not in the phone book, the user
can enter a phone number in the To: field. To proceed with the call, do “Using Click-to-Call from the Portal.”
step 3 through step 5 (above).




      Figure 3-26 ComPortal–Using Drag/Drop to Initiate Click-to-Call




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Click-to-Call From Phone Lists
Click-to-call can also be initiated by clicking on a phone number in a contact list, speed dial list, call log
and voicemail list.
When users click on a phone number, the click-to-call panel opens and the To: or (Dial) this number field is
set to the phone number. If the user wants to call the contact at a different number and other numbers for
the contact are stored in the phone book, the user can select a different number from the To: drop-down
list. If the destination field is not in the phone book, the user can enter it in the To: field. To proceed with
the call, do “Using Click-to-Call from the Portal.” step 3 through step 5 on page 3-53.


Click-to-Conference
Click-to-conference, lets users initiate a conference from the Portal with up to five other parties. Contacts
can easily be added to the conference by selecting entries from the phone book, call log or voicemail list
and dragging them to the conference window.
When the Start conference or Start button is clicked to initiate the conference, outgoing calls are made to
the conference host’s number and to each participant simultaneously to bring everyone into the conference.
The participant entries in the click-to-conference panel display the phone number and phone status of each
person invited to the conference. This allows the conference host to monitor the dial-out status of each out-
going call to determine who joins the call. The phone status tells the host when a phone is dialed, ringing
and answered, whether the call fails and when the party joins the conference. While a conference call is in
session, the phone status can tell the host when a person leaves the call or can confirm a party is discon-
nected from the call when the host deletes him from the conference.


Enabling Click-to-Conference
Click-to-conference must be enabled in a user’s class of service for this feature. The COS abbreviation
is C2CONF. When business users have this feature enabled, a Conference icon is displayed in their Portal
(Figure 3-25 on page 3-53).


Using Click-to-Conference from the Portal
Users can do the following from the click-to-conference window:
      • Initiate a conference call.
      • Initiate a conference call and specify a billing code.
      • Add participants to the conference.
      • Monitor phone status of conference participants.
      • Add a party to the conference while the call is in progress.
      • Delete a conference participant while the call is in progress.
      • Terminate the conference call.
      Note: Click-to-conference supports a maximum of six parties, including the conference
      initiator, for each conference call.

Using Click-to-Conference from the Portal
To initiate and add parties to a conference call using click-to-conference from the portals, follow these steps:
      1. Click the Conference icon. The conference window opens (Figure 3-27).



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     Figure 3-27 Setting Up a Conference Call in ComPortal
     2. Select the host’s phone number from the From: drop-down list. (ComPortal only)
     The host’s phone number must be for the phone the host uses for the conference; no call forwarding
     features are supported for click-to-conference. If a number is not selected, the host’s primary number
     is used as his phone number.
     3. Add participants to the list using one of the following methods:
     – Select the name of a contact in the phone book, call log or voicemail entry and drag it to the
       conference window.
     – Enter a number in the phone number field. If you are typing in the phone number of a user in
       the same company, you can type in the user’s extension number.
       The phone status of each party is set to Idle (Figure 3-28).




     Figure 3-28 Click-to-Conference Window
     If the host wants to remove a phone number after it has been added to the list, click the Delete icon
     to remove the entry.
     Note: You can have a maximum of five phone numbers in your conference list. The
     conference window does not accept additional entries once the maximum number of
     phone numbers is reached.
     4. Click the Start Conference or Start button.
     5. The host picks up his phone when it rings to enter the conference.
        If the host does not answer, the conference is stopped and all parties are removed.
     6. Monitor the phone status of other parties to see if their phones have been answered and are
        joining the call. When a phone status changes, message Party status updated displays in the
        conference window. A phone status can be in one of the following states at any given time during
        call setup, while conference call is in progress or terminating.
        – Idle–Conference has not been initiated.
        – Dialing–Participant’s phone number is being dialed.
        – Ringing–Participant’s phone is ringing.
        – Connected–Participant’s phone is answered and a call is established.
        – In Call–Participant is in the conference call.
        – Failed–Outgoing call failed.
        – Disconnected–Participant’s phone has hung up after being on the call.
     When a conference participant answers his phone, he is automatically placed in the conference call.



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      To add a person to the conference call while it is in session, drag the contact’s name to the
      conference panel or type in the person’s phone number and press enter on your keyboard. An
      outgoing call is placed to bring the person into the conference, and the host can monitor the new
      participant’s phone status in the conference panel. When the contact answers the phone, he is
      placed into the conference automatically.
      To delete a person from the conference call during the outbound call to the person or while the
      conference is in session, click the Delete icon next to the contact’s phone status (Figure 3-28). The
      contact is disconnected from the conference call and disappears from the participant lists in the
      conference window.
      To terminate a conference using the portal, click the Stop Conference or Stop button. All parties are
      disconnected and calls are terminated. The conference window displays status message All parties
      hung up and the phone numbers are removed from the participant list. Click Cancel to close the
      conference panel.


Click-to-Conference Feature Interactions
Click-to-conference has the following interactions:
      • Billing Code–Billing codes can be included when entering a contact’s phone number in the conference list.
      • Call Forwarding–No call forwarding features are supported. The outgoing call to the host must be
        to the phone the host uses during the conference.
      • Call Forking–If call forking is enabled for the conference host, the outgoing call to the host rings
        all of the host’s devices.
      • Call Hold–The conference host and participants in the same tenant cannot put the conference on
        hold to take another call. Participants who are not in the same tenant as the host can put the
        conference on hold to take an incoming call and introduce music-on-hold into the conference call.
      • Call Transfer–The conference host and participants in the same tenant cannot put the conference
        on hold to take another call and transfer it to another number. Participants who are not in the
        same tenant as the host can put the conference on hold to take an incoming call and introduce
        music-on-hold into the conference call.
      • Call Restrictions–Enabled call restrictions are applied when the host adds contacts and phone
        numbers to the participant list. For example, if the user’s Disable international calls call restriction
        is enabled, the host cannot add a participant from another country.


Click-to-Email
Users can quickly compose and send an email message to someone from their contact list, or call log by
clicking the email icon displayed next to the contact names (Table 3-18 on page 3-63). Upon clicking
the icon, the user’s default email client launches.
When viewing contacts in the phone book, the email icon appears only if the contact’s email address is in the
user’s phone book. The email icon appears next to a contact’s name if the contact’s work email address is
stored in the user’s phone book. If a contact’s home email address is provided but the work email address is
blank, the email icon does not appear.
When viewing contacts in the call logs, the email icon always appears next to the contact’s name, even
if the contact’s email address is not available.
Administrators or service providers enter the email address for contacts in user directories and corporate
contact lists. ComCierge users enter contact email addresses when they create personal contacts.
Click-to-email is a standard feature and does not require a class of service feature to be enabled in the
user’s class of service.



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Using Click-to-Email from the Portal
Click the email icon next to a name in the contacts list, or call logs (Figure 3-29). The user’s default email client
launches with the contact’s email address populated in the To: field. If a user does not have an email program
configured on his system, a wizard takes him through the process of configuring one. For questions regarding
default email programs, see your administrator.




      Figure 3-29 Initiating Click-to-Email


Collect Call Screening
Collect Call Screening (CCS) lets subscribers redirect incoming collect calls by using a feature code on their
phones. Incoming collect calls are redirected to a voice-recorded announcement that informs the operator
of the rejection. A typical application for this feature is to reject collect calls from international operators.


Using Collect Call Screening
You can activate and deactivate the collect call screening feature from your phone. To activate the feature,
go off hook, wait for the dial tone, and enter *nn [1|0] pin, where:
      • nn is the star code defined for this feature, such as *68.
      • 1 is the activation code; 0 is the deactivation code.
      • pin is your authentication PIN, such as 1234.

      For example, to activate collect call screening, enter *6811234. If a fast busy signal is heard, the
      feature has been activated. While collect call screening is active, any collect calls to your number are
      automatically redirected and the operator hears a message saying that the call was rejected.
      To deactivate collect call screening, enter *6801234.




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  ComOffice (Microsoft Office Outlook Integration)
  Epiphany’s Microsoft Office Outlook client integration, known as ComOffice, integrates Epiphany capabilities with
  Microsoft Outlook, enabling users to access, control and manage their communication services through Outlook.
  Rather than the Portal, ComOffice provides advanced features including find me/follow me, click-to-call, call logs,
  and synchronized and integrated directories from an existing and ubiquitous desktop environment. Figure 3-47 is
  an example of Microsoft Outlook with ComOffice integration.




ComOffice
  toolbar


                                                                                     ComOffice menu




        Figure 3-47 Microsoft Outlook and Epiphany ComOffice Integration
  ComOffice also allows users to synchronize their Outlook contacts with their Epiphany personal contact list.
  ComOffice’s synchronization feature copies a user’s local Outlook contacts to the Epiphany server and places
  them in the user’s Epiphany personal contact list. Once Outlook contacts are synchronized with the Epiphany
  personal contact list, users can manage their business phone services along with their contact and phone lists
  directly from Outlook or the business portal.
        Note: Only 200 contacts can be imported at a time if you have more than 200 contacts
        you will have to create contact groups for import.
        ComOffice features include:
        • Setup Wizard–Setup wizard provides initial setup of client for first time users. Provides quick
          feature descriptions as well as captures relevant information to get user up and running quickly.
        • Call Forwarding Control–Gives users access to all of their call forwarding (Reach Me) features
          from their Outlook toolbar.
        • Call logs–Provides users with incoming, outgoing, and missed call, 30 in total. Each missed call
          can be returned using click-to-call or click-to-email.
        • Call Treatments–Lets the user add/modify/delete ComCierge call treatments.
        • Click-to-Call–Lets the user click to call from the ComOffice toolbar or contact directory list.
        • Click-to-Call Additional Numbers–Lets the user click to call and then select the specific phone
          number stored against the contact (e.g., office, home 1, home 2, custom 1, custom 2, mobile.)
        • Click-to-Call Billing Code–Lets the user specify the billing code to use for the call
        • Click-to-Call Remote–Lets the user perform a click to call using a remote DID-accessible phone number.
        • Click-to-E-mail–Lets the email contacts using the email address contained in their profile.
        • Click-to-Edit–Lets users edit contact information from call logs and contact lists.
        • Contact Search–Lets users search the contact database and place a call using the results.
        • Contact Group Association–Lets a user associate a contact with a ComCierge group (e.g., VIP,
          Friend, Family, Refuse.)

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     • Dial by Number–Lets the user click on the toolbar icon to dial any number through the Outlook interface.
       Once the call is placed, the users phone operates in the same manner as the Click-to-call feature.
     • Dial by Name–Lets the users enter a person’s name or initials
     • Directory Synchronization–Lets users synchronize their Outlook contact database with the hosted
       contact database.
     • Integrated file menu–Integration add-in to Outlook providing a drop-down menu from the file
       toolbar, includes contacts, directory, reach me, call logs, phone set up, contact search, about
       ComOffice and help options.
     • Integrated toolbar–Integration add-in to Outlook provides integrated toolbar for contact search,
       reach me, and call log features.
     • Profile management–Lets the user manage their personal account information (e.g., defining phone
       numbers, publishing those numbers, defining email addresses, etc.)
     • TAPI-Plug in–Allows and TAPI-compliant applications to initiate a phone call via the Epiphany
       system. For example, Epiphany-controlled calls can be initiated against contacts stored in Outlook.
     It is important to understand that a user’s ComOffice directory is stored on the Epiphany server and
     Outlook Contacts are on the user’s local computer. ComOffice provides a way to synchronize the two
     databases so Epiphany subscribers can use all of their ComOffice features with their current Outlook
     Contacts. For example, when an Outlook contacts calls a user, the contact’s caller ID appears on the
     subscriber’s phone display. Users must make sure to utilize the synchronize feature to ensure that their
     two contact lists always contain the same information. ComOffice also provides a complete list of all of
     the employees in the company and any company-wide contacts managed by the office administrator.
     The employee and company contact directories are stored on the Epiphany server, allowing users to
     access the directories from ComOffice and the user portal.


Installing the ComOffice Client Software
The ComOffice client software can be installed on any PC running Microsoft Windows 2000 or later,
and Microsoft Outlook 2000 or later. The core Epiphany Control or Administrator Servers do not require
any configuration for ComOffice deployment.
Contact Buckeye TeleSystem if you need the ComOffice installation file. This Windows file contains the
ComOffice Installer and Outlook add-ins required to use ComOffice.
     Note: Users must have installation rights on their own PC or they will be unable to install the client.
     To install the ComOffice client on a PC, follow these steps:
     1. Close Outlook and any other programs running on the PC.
     2. Double-click the ComOfficeSetup<version>.exe file, and follow the on screen instructions.
     3. When prompted for a serial number enter “Sylantro”.
     4. After ComOffice is installed, restart the PC if required and start Outlook.
        Some versions of Outlook require that Outlook is restarted after ComOffice initially configures itself.
     5. From the Outlook ComOffice menu, select Profile.
        A configuration wizard prompts you through the initial configuration steps.
     6. When prompted for a user name, password and URL, enter your Epiphany portal user name and
        password. Enter the URL in the following format:
         https://hsportal.epiphanyic.com/soap/servlet/rpcrouter
     To learn how to use the ComOffice features and synchronize your contacts list, see the ComOffice
     online help by selecting ComOffice Help from the ComOffice menu in Outlook.

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      Note: ComCierge and ComOffice must be enabled in the user’s class of service. ComOffice is
      automatically enabled upon upgrade for users who currently have ComCierge enabled.


Using the ComOffice Toolbar and Menu
When the ComOffice application is installed on the user’s computer, a ComOffice menu and toolbar
(Figure 3-70) appears on the Outlook desktop.
All ComOffice features can be invoked by selecting an item from the menu. Commonly used features such
as managing incoming calls, call logs and contact search are conveniently placed in the toolbar for ease of
accessibility. Refer to Table 3-27 for a list and description of the ComOffice menu items, and Table 3-28 for
descriptions of the toolbar items.
Table 3-28 ComOffice Menu Options

 Menu Option            Description
 Reach Me               Displays a Reach Me dialog box that lets you specify how you want your
                        calls forwarded. Select a forwarding location or call treatment from the list or
                        enter a number where you want all of your calls forwarded.
 Call Logs              Displays the Call Log dialog box that lets you view your last 10 missed calls,
                        your last 10 incoming calls, and your last 10 outgoing calls. Call statistics
                        are also displayed. From this dialog box, you can click Dial to automatically
                        dial a caller’s number, or click Email to send an email to the caller.

 Phone Directory        Displays the Phone Directory dialog box and lets you view and change information
                        about your contacts, add contacts, and assign contacts to predefined groups so
                        you can apply special call treatments to these groups of callers.

 Find Phone Numbers Opens a dialog that lets you search for any contact using any portion of
                    their first or last name.

 Call Treatments        Displays the Call Treatments dialog box that lets you create call forwarding
                        sequences for VIPs, family, friends, others, and your refuse list.

 Profile                Displays the Profile dialog box and lets you change any of the personal
                        information in your profile, such as your address and telephone numbers.

 Phone Service Setup Displays the Phone Service dialog box that lets you set your phone service
                     login information, change your password, or run the Setup wizard again.
 Synchronize Contacts Displays the Synchronize Contacts dialog box that lets you synchronize
                      your Outlook contacts with your phone directories.
 About ComOffice        Opens a dialog box that describes the version of the ComOffice software
                        loaded on your system.
 ComOffice Help         Opens a browser window with the online help system.
 Standard               Displays the Reach Me dialog box that lets you specify how you want your
                        calls routed. Select a forwarding location or call treatment from the list or
                        enter a number where you want all of your calls forwarded.
 Search window          Provides a search window where you can enter a portion of a name or a
                        phone number. If a name is entered, the matching contact information is
                        displayed and you can click-to-dial or click-to-email the selected contact. If
                        a number is entered, this field has instant dial capabilities.


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Conferencing (3-way, 4-way)
The conferencing feature lets you add one or two other parties to an existing call, creating an ad-hoc three-
way or four-way conference.
The methods for initiating an ad-hoc conference call depend on the type of phone and the phone vendor’s
implementation of the conference feature.


Enabling Conferencing
The conferencing feature does not need to be enabled, but external calls must be supported in the public
dial plan and the external transfer feature must be enabled for the user. For information on enabling
features, see Chapter 2, “Enabling Epiphany Features.”


Using Conferencing on Phones
While on an active call, you can initiate a conference with one or more parties. The methods for initiating
a conference depend on the type of phone and the phone vendor’s implementation of the conference
feature. The basic steps are:
      1. Establish a call with one party of the conference.
      2. On your phone, press CONFERENCE.
      3. Dial the next party.
      4. If you hear a busy tone, “call failed”, or “call unauthorized” message, return to the connected party
         (or parties) by pressing CANCEL or HOLD.
      Caution: When the conference initiate fails, do not press a second line button. Pressing the
      second line button disconnects you from the other parties.
      5. When the next party answers, you may need to press another button to connect the new party to
         the conference.
      6. To add a fourth party, repeat step 2 through step 5.


Conference Party Restrictions
While the conference parties are connected, the conference initiator and called parties have the following
restrictions:
       • Putting the conference on hold
        - If the conference initiator conferences with other parties within the same tenant, none of the
          conferenced-in parties can put the conference on hold.
        - In a centralized conference where one or more parties are inter-tenant or PSTN, any party who
          places the conference on hold causes music on hold to play for the other parties.
        - If multiple conference attendees place the call on hold, other parties hear overlapping music
          streams. Pressing “#” ends all streams.
        - If music on hold is playing and one party ends the music by pressing the “#” key, the music stops
          for all parties.
      • Answering a new call–On calls within the same company, only the initiator of a conference can answer a
        new call on the same or another line. Conferenced-in parties cannot answer a new call on any line. If the
        conferenced-in party answers an incoming call, the party is disconnected from the conference call.
        For the conferenced-in party to answer a new call, the party must:
        (a) Disconnect from the conference by pressing the first line key.
        (b) Press the second line key.

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Feature Interactions
The interactions between conferencing and other features are:
      • Caller ID block/unblock–The user can dial caller ID block/unblock codes when placing a leg of a
        conference call.
      • Call Logs–Entries for the conference bridge may appear in call logs, depending on the phone used
        by the conference initiator. For information, see “Call Logs Feature Interaction” on page 3-43.
      • Intercom Calling–A user can initiate an Intercom Call when adding a party to a conference call.
      • Last Call Return–A user can initiate a Last Call Return when adding a party to a conference call.
      • Last Number Redial–A user can initiate a Last Number Redial when adding a party to a conference call.


Contact Lists
Users can create and manage personal contacts lists from their user portals or ComOffice. Corporate con-
tact lists, which are created and managed by office administrators, are also accessible to business users.


Using Personal Contact Lists
The Epiphany system provides personal contact lists for users, which they manage from their user portals
or ComOffice. Users also have access to corporate contact lists, which are
The Phone Book panel in the Portal contains contact lists that let users quickly locate the phone number of
a contact and initiate a call automatically from the portal. When the click-to-call feature is used, the call is
started, their telephone rings, and the speaker, if available, becomes active as the call is connected. This
feature eliminates the need to do the following when calling someone.
      • Look up a number in a database or telephone directory
      • Dial the number
Users can also click an email icon next to a contact’s name to open an email window and send a
message to any contact.
Users can create personal contacts directly from their phone books, by dragging entries from their call
logs or voicemail list to the phone book, or by clicking on a caller’s name in the call log or voicemail list.
Business users also have a Corporate contacts list in their phone books, which is created by the adminis-
trator automatically as users are added.
Users with ComCierge enabled can use contact lists to create groups of callers. After a business user as-
signs callers to a group, such as family members, the user can apply special call treatments. For example,
someone might want to have calls from customers routed to their mobile phone when they are out of the
office while all other callers are sent to voicemail. If you do not have ComCierge enabled in your class of
service, you can add up to 20 callers to your Phone Book panel, but they must all be assigned speed dials.

Accessing the Portal Phone Book
To access the phone book in ComPortal, click the Phone Book panel bar. The phone book opens
(Figure 3-30) and contains the following.




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      • Personal tab–List of the user’s personal contacts (Figure 3-31). Users with ComCierge enabled can
        use this tab to manage their personal contacts. If ComCierge is not enabled for a user, the user
        can add up to 20 contacts and they must all have a speed dial assigned. Use the sort icons to
        change the list between sorting in ascending and descending order. To see contacts on the
        previous or next page, use the previous page and next page icons.

      • Corporate tab–List of all users in the company directory, and contacts used by everyone in the company
        (company contacts). Only Buckeye TeleSystem and office administrators can create corporate users
        and contacts for a company. From the contacts list displayed in the Corporate tab, the user can view
        information about the contact, initiate a call or send an email to the contact. Information in the corporate
        tab is view only. However, users can assign personal speed dial numbers to corporate contacts. Users
        with ComCierge enabled can also assign calling groups to corporate contacts.

      Note: Contacts in the corporate tab are displayed in ascending alphabetical order based
      on last name. Users in the company directory are displayed using normal text; company
      contacts are displayed using italicized text.

      • Add function–Use to create personal contacts. If ComCierge is not enabled for a user, up to 20
        contacts can be added and they must all have a speed dial assigned.

      • Speed dial list–List of personal and corporate speed dials.

      • Search functions–Users can use quick or advanced search to look for a particular contact. The
        search functions examine the Personal and Corporate lists for matches based on search criteria.
        You can display the full list of contacts by clicking the Display all Corporate/Personal Contacts button.




         Figure 3-31 ComPortal–Corporate and Personal Contacts List

Using the Phone Book
Each contact entry displays a contact name and feature roll-over icons. As you move your computer
mouse over a contact’s name, the icons appear. Table 3-21 describes the contact list icons.

Table 3-18 Contact List Icons

  Icon                  Description

  Email icon                Appears next to the contacts name if the contact’s email address is stored in
                        the user’s phone book. Launches the user’s native email client for the Click-to-Email
                        feature. For information on Click-to-Email see “Click-to-Email” on page 3-56.

  Delete icon               Lets the user delete a speed dial. Business users also use this icon to delete
                        personal contacts.

  Click-to-call icon        Lets the consumer dial a personal contact.

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Click on a name to view the contact’s information in a Details panel. Use the Details panel to view or
modify information about the contact or to delete the contact. Information in the Details panel is
organized in three sections: general information, phone numbers and addresses. Information for each
section is viewed by clicking on the panel bar for the section.

Calling a Contact
To call a contact from the phone book, do one of the following:
      • Click a contact’s phone number from the speed dial list.
      • Drag the contact to the Call or Dial icon from a contact list, or call logs.
      • Click a contact’s phone number in the Personal or Corporate contact list.

All of these methods open the click-to-call panel and the To: number is automatically set to the contact’s
phone number. The Portal uses the contact’s primary number. If the user wants to call the contact at a
different number, and there are other phone numbers for the contact stored in the phone book, the user
can select a different number from the To: drop-down list. If the destination number is not in the phone
book, the user can enter it in the To: field.
When the user clicks Call or Dial in the click-to-call panel, the user’s telephone rings and the speaker is
active. At this point you can continue the call on the speaker or pick up the handset. For information about
initiating a call from the portal, see “Click-to-Call–Portal” on page 3-52.
The user can also use click-to-conference to place a call by dragging a contact to the conference panel to
add him to a conference list. A call is made to the contact when the user presses the Start Conference or
Start button to initiate the conference.

Sending Email to a Contact
An email roll-over icon appears next to a contact’s name in the Portal phone book if the personal or
company contact’s work email address is stored in the user’s phone book. Click the email icon to
send an email to the contact. The user’s native email client launches and the To: field of the email client
is automatically set to the email address. For information about initiating an email from the portal, see
“Click-to-Email” on page 3-56.

Managing Contacts in ComCierge Groups
Business users with ComCierge enabled can assign personal and company contacts to call forwarding
groups by doing one of the following in their user Portals:
      • Click the contact’s name to access his Details panel and select a group from the Calling Group
        drop-down list.
      • Drag a contact to a call forwarding group bar in the Reach Me (Forwarding by group) panel.
      • Drag a contact to the Refuse panel.
For more information on assigning contacts to call forwarding groups, see “Adding a Contact to a
Group” on page 3-60 and “Adding Contacts to the Refuse List” on page 3-93.

Viewing Personal Contact Information
Contacts are displayed by last name in ascending alphabetic order, by default. The contact lists can be
sorted based on name and call forwarding group. To view a contact, click on the contact’s name in the
phone book, and a Details panel containing the contact’s information appears (Figure 3-32). Users can
also use the contact search features to look for contacts based on specified criteria.




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     Figure 3-32 Contact Details Panel

Adding and Editing Personal Contacts
Users can create contacts at any time in their phone books. To edit contact information, click the name
of an existing contact.
To add or edit a contact from the phone book, follow these steps:
     1. To add a new contact to the phone book in ComPortal, go to the Personal tab and click Add New.
         To edit a contact’s details, click the contact’s name in the phone book.
     2. Enter or change the contact’s details in the General panel, as shown in Figure 3-32.
         - Use the Calling Group drop-down list to add the contact to a ComCierge call forwarding group.
         - Use the Speed Dial drop-down list to assign a personal speed dial number to the contact’s phone
           number.
          In the user Portal, the contact’s primary number is assigned to the speed dial. Only unassigned
          speed dial numbers are available in the drop-down list. Use the speed dial number to initiate a
          call to the contact by entering the assigned * code on your telephone. Speed dial codes for
          personal contacts are 01 to 20.

     Note: Users that do not have ComCierge enabled must select a speed dial number for
     each contact before saving changes.
         - Enter the contact name, company department, title, and email addresses.
          When entering the contact name, do not use a dash (-) any where in the name.
          If the contact’s email address is not provided, click-to-email does not work from the portal.
          ComPortal uses the contact’s work email address to initiate email.

     Note: Contacts are displayed in the portal in ascending alphabetical order based on the
     last name of the contact. To identify the contact by their company name, include the
     company name in either the first or last name field.

     3. Click the Phone Number panel bar to enter or change the contact’s phone numbers in the panel,
        as shown in Figure 3-33.




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    Figure 3-33 Contact Phone Numbers Panel

      At least one phone number must be specified for each contact. If multiple phone numbers are
      specified for a contact, click the radio button next to the phone number to select the contact’s
      primary phone number.
    Note: The primary number is displayed for the contact in the contact list. When a user
    clicks a contact’s phone number in the phone book or speed dial list, the primary number
    is used to place the call. When the contact is assigned to the refuse call forwarding group,
    the contact’s primary number used to refuse the call.
      If the contact calls from any of the listed numbers and they do not have caller ID blocked, their name
      is displayed as the user’s phone rings if the user has the Contact Name Lookup feature enabled. It
      can be helpful to enter all of the contact’s phone numbers to ensure that the contact’s name is displayed.
      Note the following when entering phone numbers:
      - Enter the complete phone number, including the area code.
      - Do not include a prefix, such as the number 1 for out-of-area calls or the number 9 for an outside line.
      - If an international number is entered, the complete international number must be entered,
        including international access code and country code.
      - A valid local extension can be entered.

    4. Click the Addresses menu bar to enter or change contact address information in the panel, as
       shown in Figure 3-34.




       Figure 3-34 Contact Addresses Panel
      Enter the work address, home address, and any notes about this contact. Information in the
      Addresses panel is optional.
    5. Click Save Changes or Save to save the contact information.

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Creating a New Contact From the Call Logs or Voicemail List
You can create new contacts from call log and voicemail entries by doing one of the following:
      • Drag an entry from the call log or voicemail list and drop it into the personal contacts list in the
        Phone Book (Figure 3-35).
      • Click the caller’s name (Unavailable).
        Both methods present a new contact Details panel in the phone book so information can be entered.
        For information on creating new contacts, see “Adding and Editing Personal Contacts” on page 3-65.
        If the contact already exists in the phone book, the contact’s information is populated in the Details
        panel for viewing or editing. For information, see “Viewing Personal Contact Information” on page 3-64.




        Figure 3-35 ComPortalóDragging a New Contact to the Phone Book

Deleting a Personal Contact
Users can delete a contact from their personal contacts list. Users cannot delete entries from the
Corporate contact list. Only administrators or Buckeye TeleSystem can delete corporate contacts.
To delete a personal contact, do one of the following:
      • Click the contact’s name. When Details panel appears displaying the contact’s information, click
        Delete Contact to delete the contact.
      • In ComPortal, you can also roll over the contact’s entry in the Personal contacts list, and click the
        Delete icon when it appears.

Using Quick Search to Find a Personal Contact
To find a contact from the phone book, enter the beginning letters of a name, or the 7- or 10-digit number
of the contact in the Search field and click Search or press Return.
      Note the following when using the search feature:
      • Users can search using the beginning letters of the first name, last name, alternate first name or
        alternate last name. Users cannot search using addresses or company names.
        To aid contact searches, users can include descriptive information in one of the Name fields when
        adding personal contacts.


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     • Users can search using numbers that represent the whole phone number, or a part of the phone
       number. If the search string is contained anywhere in the phone number, the contact is considered
       a match. (Figure 3-36)




       Figure 3-36 Quick Search

       When a search completes, the number of contacts matching the search criteria and the contact
       names are displayed in the phone book.

Using Advanced Search to Find a Personal Contact
Advanced search is used to look for contacts based on multiple search criteria. To search for a contact
using the advanced search feature, follow these steps:

     1. In the phone book panel click the Advanced search button. The Advanced search panel opens
         (Figure 3-37), and the Advanced button is replaced by a Cancel search button.




         Figure 3-37 ComPortalóAdvanced Search Tab

     2. Enter search criteria for one or more attributes. If search strings are entered for more than one
       attribute, contact entries must meet all search criteria to be a match.
       - First Name – Enter alphanumeric characters. Searches for entries that contain the string in the
         contact’s first name.
       - Last Name – Enter alphanumeric characters. Searches for entries that contain the string in
         contact’s last name.
       - Phone Number – Enter numbers. Searches for entries that contain the number string in the
         contact’s phone number.
       - Group – Select a ComCierge group from the pull-down list. Searches for entries that belong to
         specified ComCierge group.
       - Company – Enter alphanumeric characters. Searches for entries that contain the string in the
         contact’s company.

     3. Click the Search button to start the search with the selected options.

     When a search completes, the number of contacts matching the search criteria and the contact
     names are displayed in the phone book.



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Searching for Contacts Based on ComCierge Group
Business users can search for contacts belonging to a ComCierge group by doing one of the following:
      • Use advanced search and select a group from the Group drop-down list.
      • Use the ComCierge group icons to sort all contacts by calling group. In the Reach Me panel, the
        Forwarding by group panel contains panel bars for each call group. To view personal and corporate
        contacts that you have assigned to a group, click on the call forwarding group icon (Figure 3-38).
        The Personal and Corporate tab labels in the phone book refresh to report the number of contacts
        belonging to the group and the contact names are displayed in the lists.




        Figure 3-38 Contact Search Using Call Forwarding Group Icons


Using Company Contacts
Office administrators can create a list of contacts accessible to everyone in their companies. Users rely
on the company contacts list for easy click-to-call access to commonly used phone numbers. After the list
of company contacts is created, all employees can use the click-to-call feature to call any of the listed con-
tacts from their phone books. The more complete the list of contacts, the more useful the user portal is to
your employees. After contact lists are created, employees can view the company contacts and speed dial
lists in their phone books. Employees can then call or email company contacts from their phone books.
The Contacts tab in the Directories panel (Figure 3-39) lets office administrators create and modify
company contacts. From the Contacts tab, administrators can do the following:
      • Click New Contact to add a new company contact.
      • Locate contacts using quick search or by clicking Adv (Advanced Search) to open a panel to enter
        multiple search criteria.
      • View and change a contact’s details.
      • Remove a company contact from the list.




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       Figure 3-39 Directories Panel–Contacts Tab

Searching for a Company Contact
You can look for company contacts in the Contacts list by using a quick or advanced search. To get
contact information, do one of the following:

     • Enter a single search string using quick search (Figure 3-39).
       Quick search checks to see if a contact’s first name, last name, alternate first or alternate last
       name begin with the search string. Quick search also check to see if a contact’s public number
       contains numbers entered as the search string.

     • Enter search strings for multiple criteria using advanced search (Figure 3-40).
       Advanced search checks to see if a contact’s first name, last name, public number, and company
       contain strings entered as search criteria for each field. A contact’s deta’s must meet all search
       criteria to be considered a match.




       Figure 3-40 Contact Advanced Search

       Each search examines entries in the Contacts list to determine if there is a match. When the search
       is complete, the Contacts list displays the number of matches in its tab label and the names of
       contacts that met the search criteria.

Creating and Editing Company Contacts
Office administrators can create and manage company contacts at any time from the Contacts tab in the
Admin Portal.
To add or edit a company contact, follow these steps:
     1. To add a new company contact, click New Contact.
        To edit an existing contact, click the contact’s name in the Contact list.
     2. Enter or edit the contact’s details in the Generals panel, as shown in Figure 3-41.


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        Figure 3-41 Company Contact–General Details

        - Enter the contact name, work phone number, company, department, title, work and home and
          email addresses. Optionally, you can enter alternate names that can have special characters in
          any of the alternate name fields. Contact names must be ASCII characters, no other language
          characters are accepted. Do not use a dash (-) any where in the contact name. The maximum
          length for the first name and last name is 30 characters.

        - Use the Speed Dial Code drop-down list to select the speed dial code you want to use for this
          contact. Epiphany adds this contact to your company speed dial list, which is displayed in users’
          Portals. You can add a total of 29 company favorites to the system using *21 through *49.
         Users in the company can now initiate a call to the primary number for this contact by pressing
         the selected speed dial key on their telephones. Adding speed dials for frequently called
         numbers can save your employees valuable time. For example, you might want to add the
         number for your travel service, benefits administrator, and numbers of local restaurants, to name
         a few.
         To remove a contact from your corporate speed dial list select None from the Speed Dial
         drop-down list.

     Note: If you change the name of a company contact that has a speed dial number as
     signed, any users that have a personal speed dial set for this contact, lose the speed dial
     setting. However, the speed dial number that you set for this contact is retained.

     3. Click the Phone Numbers panel bar to enter or edit the contact’s phone numbers in the panel, as
        shown in Figure 3-42.




        Figure 3-42 Company Contact–Phone Number Panel
        Note the following when entering phone numbers:
        - Do not include a numeric prefix, such as the number 1 for out-of-area calls or the number 9 for
          an outside line.

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         - You do not have to include an area code for local numbers.
      4. Click the Addresses panel bar to enter or edit the contact’s home or office address and any notes
         you would like to publish about this contact in the panel, as shown in Figure 3-43.




         Figure 3-43 Company Contact–Addresses Panel
      5. Click Save Changes when you are finished entering or changing the contact information. The
         information you entered is saved, and the panel closes.
      Note: You can use the Notes field in the Addresses panel to enter additional information
      about this contact. The information you enter is visible to your employees through their
      Portal.

Deleting a Company Contact
You can delete a contact from the company contacts list by following these steps:
      1. Locate a contact from the Contacts list and select the contact’s entry in the list.
         The Details panel opens, as shown in Figure 3-41.
      2. Click Delete Contact.
         The contact and its associated details are removed from the Contacts list.


DID (Direct Inward Dialing)
Direct inward dialing allows users to receive calls directly to their phone from the Public Telephone Network
callers with standard format for local, national or international numbers. When callers dial a user’s phone
number, the call goes directly to the user’s phone. If the user has activated call forwarding, the call is
directed to the forwarded number.
To receive external calls directly to the phone, the user must have a public phone number assigned to him.
Buckeye TeleSystem assigns a list of public numbers to customers. When a user is created, the adminis-
trator or Buckeye TeleSystem selects a public number from the company’s list and assigns it to the user.


Using Direct Inward Dialing
To answer a call on your phone, do one of the following:
      • Lift the handset and begin speaking.
      • Press the Spkr button to activate the speakerphone and begin speaking. A LED or icon next to the
        speaker button indicates the speakerphone is on. Using your speaker phone allows you to be
        hands-free while conversing with the caller.


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      • Press the line button for the incoming call and begin speaking. If you have a phone with multiple
        lines, an LED or indicator signals which line is receiving the incoming call. Phones with displays
        present the caller ID next to the line of the incoming call.


Distinctive Ringing
Epiphany supports multiple ring types, called distinctive ringing. A user’s phone can ring differently depend-
ing on whether the incoming call originated from inside or outside the company, or call group. Distinctive
ringing cannot be used to assign different ring tones to different numbers.


Using Distinctive Ringing
If distinctive ringing for the user’s extension is enabled, the user’s phone rings differently, depending on the
type of call coming in. For all phones, external calls play a single ring and internal calls have a double ring.


Distinctive Ringing Feature Interactions
The following describes interactions between distinctive ringing and the different features that are
available on the Epiphany phone.
      • Bridge Line Appearances – All bridged line appearances on the phone have a single ring regardless
        of whether the incoming call is an external or internal call.

      • Call Forking – If a distinctive ring is to be applied to a forked endpoint, the ring applies to all devices.

      • Call Waiting – Distinctive ringing can be applied to the call waiting call.

      • ComCierge – The ring tone for a ComCierge (smart call forwarding) call is based on the original call.

      • Remove Click-to-Call – If Remote Click-to-Call (ComRIO) is used to call the user from an external
        phone, a single ring is played.


DOD (Direct Outward Dialing)
Direct outward dialing allows users to make outbound calls to the PSTN on their phones by dialing the
standard format for local, national or international numbers.


Enabling Direct Outward Dialing
Direct outward dialing is implemented and managed through digit maps and dial plan files on the Epiphany
system. When a user makes a call, the dialed numbers are checked against public and company digit maps to
see if the digits are acceptable. If the digits are valid, the number is processed through public and company dial
plans to determine the call type, for example a long distance or an international call. The call type is checked
against call restrictions in the user’s class of service to determine whether the user is allowed to make the call.
Call restrictions in the user’s class of service are set by the administrator or Buckeye TeleSystem.


Using Direct Outward Dialing
You can make an outside call from the telephone using on-hook or off-hook dialing.
To make an outside call, follow these steps:
      1. Lift the handset, press Spkr, or press a line button.


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     2. Enter the phone number you wish to call, then press Send or the phone’s dial button to initiate
        the call.
     The name of the called party for both incoming and outgoing calls is shown on your display if the number
     is in your contacts list. The number dialed is displayed on outgoing calls when the name is unknown. When
     the called party answers, begin speaking. The LCD now displays the elapsed time of the call.
     3. When you are finished, hang up, press Spkr, or press the softkey below EndCall if there is one.
     Note: If an error message displays on the LCD, use the EndCall softkey to clear the display.
     You can also use the New Call softkey to make an outside call on some phones similar to the way
     calls are made on cell phones, as follows:
     1. Press the softkey below New Call on the display.
         A new window opens on the display.
     Caution: Do not use any of the feature codes (*) when initiating a call using the New Call button.
     2. Enter the phone number you wish to call, then press the send key (or wait 45 seconds)
     If the display shows <--------, you can use this button to remove digits from the dialed number before
     you press Send. The call is initiated anyway after 10 seconds.

     You can make external calls using the Click-to-Call feature in the portals. Calls can also be initiated by
     clicking on phone numbers in the phone book, call logs or voicemail list. For information on making
     calls from the portal, see the following features:
       • “Call Logs” on page 3-41.
       • “Click-to-Call-Portal” on page 3-52.
       • “Contact Lists” on page 3-62.
       • “Voicemail Integration” on page 3-105.
     If setup for your outgoing call fails, an intercept announcement plays to inform you that your call can
     not be completed.


Do Not Disturb
The Do Not Disturb feature lets a user direct all of his incoming phone calls and intercom calls to his
voicemail, if available, or a busy signal without ringing his desk telephone. The user can also press the
Do Not Disturb button, if one is programmed or available on the phone display, during a call to send a
second incoming caller directly to voicemail. Do Not Disturb is enabled for all users and does not require
a class of service feature to be enabled. However this button must be available on your Epiphany phone to
work The user must also have the voicemail class of service enabled to route calls to voicemail.
Do not disturb feature behavior is the same as the call forwarding fixed to voicemail feature, but the
features are independent. Activating the All calls to option in the portal does not activate the phone’s Do
Not Disturb indicator.


Feature Interactions
The interactions between do not disturb and other features are:
     • ComCierge – A ComCierge destination that encounters a device with DND active continues to the next
       destination (if available.) If the last destination of a ComCierge treatment has DND active and the Com-
       Cierge user has voicemail, the call is routed to voicemail. If the last destination of a ComCierge
       treatment has DND active and the user does not have voicemail, the caller hears a busy tone.
     • ComRIO – A ComRIO call that encounters DND within a tenant cancels the ComRIO call.

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Configuring User Settings for Email Notifications
Users must enter their email addresses in their profiles in order to receive email issued by the Epiphany
system. ComCierge users must also select an email option as the missed call notification method. For
information on user settings for ComCierge missed call notifications, see “Configuring Forwarding
Sequences for All Calls” on page 3-56.


Executive Busy Override
Executive busy override lets a user join another user’s two-way call and provide training or support. This
feature is especially useful in a call center environment. For example, an ACD supervisor can connect to
an agent’s call and monitor or coach the agent, or join the conversation with the caller. Executive busy
override offers three different modes for connecting to another user who is on a 2-party call and one mode
for calling a user who has call forwarding or do not disturb features active.
      The modes are:
      • 3-way–Lets a user join another user’s call and convert the call to a 3-way conference call.
      • Silent–Lets a user join another user’s call and listen silently, for monitoring or performance
        evaluation purposes.
      • Whisper–Lets a user join another user’s call and speak only to the person whose extension was
        called, for coaching or training purposes.
      • Override–Lets one person ring another person’s desk phone even though the called person has the
        call forwarding or do not disturb feature active. This feature is often referred to as “barge-in”
        capability.


Using Executive Busy Override
To activate an executive busy override mode, do one of the following:
      • From a phone, pickup the handset and enter *77<mode><extension> where <mode> is the
        digit representing the mode, as defined in Table 3-20 and <extension> is the 1 to 7-digit private
        extension of the called user.

Table 3-20 Digit to Enter for each Executive Busy Override Mode

  Mode        Description               Mode        Description

  1           3-Way                     3           Whisper
  2           Silent                    4           Override

      For example, to listen in whisper mode to the call at extension 2004, enter: *7732004
      You cannot invoke executive busy override when you hear a busy signal.
      • On the portal, use the call panel or click-to-call features to enter the same set of digits as on the
        phone, as shown in Figure 3-44.




        Figure 3-44 Using Executive Busy Override in ComPortal
      You cannot change your executive busy override call from one mode into another mode during the call.
      For example, if you invoke the executive busy override feature in whisper mode and then decide to be in
      3-way mode, you must end the whisper mode call, and invoke executive busy override in 3-way mode.

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      If you have EBO-Group Level enabled and initiate EBO toward a user who is not in your call group, an inter-
      cept is played to your phone indicating that you do not have permission to invoke this feature to the user.
      Table 3-21 describes the behavior of your phone and the called party’s phone in different executive
      busy override scenarios.
Table 3-21 Executive Busy Override Behavior
  Calling User Action                     Executive Busy Override Action                         Called User Experience

  • 3-Way mode                            1. The welcome message plays: “Please wait             Called user hears “A caller
                                             while your call is connected.”                      has barged in conference mode.”
  Calling user wants to join a 2-way
  call, and dials *771<extension>         2. The 2-way call is converted to a conference call.

                                          3. A confirmation tone is played for all participants.

                                          4. The calling user is added as an interactive
                                             participant.

  Calling user ends the *771 call.        The calling user is dropped from the call and
                                          the call is converted back to a 2-way call.

  • Silent mode                           1. The welcome message plays: ”Please wait             Called user receives no
                                             while your call is connected.”                      message.
  Calling user wants to listen
  silently to a 2-way call, and dials     2. The calling user is added to the 2-way call as
  *772<extension>                            a silent participant.

  Calling user ends the *772 call.        The calling user is dropped from the call.

  • Whisper mode                          1. The welcome message plays: ”Please wait             Called user hears “A caller
                                             while your call is connected.”                      has barged in whisper mode.”

  Calling user wants to speak only      2. The calling user is added to the 2-way call,
  to the called user, who is on a          but can only speak to the called party
  2-way call, and dials *773<extension>.
  Calling user ends the *773 call.        The calling user is dropped from the call.

  • Override mode                         1. The welcome message plays: “Please wait
    when the called user is on a call        while your call is connected.”

  Calling user wants to end the           2. For the second party in the 2-way call, the
  called user’s current 2-way call           “We are sorry. Your call has been disconnected.
  and then talk with the called user,        Please try your call again later.”
  and dials *774<extension>
                                          3. The 2-way call in progress is dropped.
                                          4. The calling user is connected with the called
                                             user in a 2-way call.
  Calling user ends *774 call.            The call is completed.

  • Override mode                         1. The welcome message plays: “Please wait             Called user hears “A caller
  when the called user is not on a call      while your call is connected.”                      has barged in conference mode.”

  Calling user wants to override          2. The calling user is connected with the called
  called user’s incoming call                in a 2-way call, even though the user has
  restrictions to connect with the           activated the call forwarding or do not
  called user, and dials                     disturb features.
  *774<extension>

  Calling user ends *774 call.            The call is completed.


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Feature Interactions for Executive Busy Override
The executive busy override feature has the following interactions with other Epiphany features:

      • Calling user must enter the extension of a target user, not a hunt group pilot number.

      • Calling user cannot use call hold, call transfer, or call conferencing features during an executive
        busy override call, but other parties can.

      • If the target user has multiple active calls due to bridged line appearances, the calling user cannot
        invoke executive busy override and hears an intercept treatment.

      • If the target user has multiple active calls due to call forking, the calling user cannot invoke
        executive busy override and hears an intercept treatment.

      • Executive busy override ignores the following features if the called user has activated them:
        - ComCierge routing
        - Call forwarding
        - Do not disturb treatments


Extension-Only Users
Each Epiphany subscriber must have an assigned extension number. However, the assignment of a public
routable direct inward dial number (DID) to a user is optional. As such, your company may choose to subscribe
to a few DID numbers and provision your employees with extension numbers only.

On the Epiphany system, each user has a public number attribute, which is a unique number that is gener-
ated on the system. The public number for DID users is their DID number. The public number for exten-
sion-only users can be left blank or it can be set to a non-routable number. A non-routable number is a valid
public number on the Epiphany system but is not a routable PSTN number that has been allocated to the
company. Users may require non-routable public numbers to accommodate Epiphany integration with third
party applications, or Epiphany features, which requires that users enter using their public numbers.

Note the following default call behaviors for extension-only users that have non-routable public numbers:
      • Extension-only users do not receive external calls directly. An external caller must call one of the
        company’s DID numbers, which is answered by a company receptionist or auto-attendant, who then
        transfers the call to the user.
      • When the user makes an outgoing call, the Epiphany dial plan sees that the user has a public
        number and presents the non-routable number as the caller ID. If the user’s public number is blank,
        the system uses the tenant main number as the caller ID.
      • Since a non-routable public number is a valid Epiphany number, an extension-only user can receive
        a call directly from another Epiphany subscriber in a different tenant.

To prevent invalid caller IDs and unintentional inter-tenant calls, a dial plan that replaces the user’s
public number with a valid DID number as the caller ID is highly recommended for tenants that have
extension-only users.




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E.164 Numbering Plan
E.164 is an international numbering plan specified by the ITU-T for national and international public
phone numbers to ensure each phone number is unique worldwide. An E.164 number consists of a
maximum of 15 digits, and contains a country code (CC), national destination code (NDC) and a
subscriber number (SN). International numbers can be denoted by a + prefix, which represents the
country’s international access code. For example, the international access code for the US is 011. A
phone number to Japan listed as +81-3-12345678 is interpreted in the US as 011-81-3-12345678.

The Epiphany system supports dialing of E.164 numbers. When making a call from the Epiphany portal,
users can enter + instead of their country’s access code, followed by the called party’s country code, area
code and phone number. When the call is made, the + is replaced with the user’s country’s international
access code, as defined in the Epiphany system.

E.164 numbering is a system-wide Epiphany parameter.


Hunt Groups
Hunt groups help ensure that important calls are answered by users in a company. Companies can use
hunt groups to direct incoming calls to a group of users in series. For example, the company can have a
sales hunt group, a marketing hunt group, and a support hunt group. When inbound calls are made to a
hunt group phone number, the first hunt group member’s phone rings. If the group member does not
answer the phone, the call is forwarded to the next hunt group member, as defined in the answer scheme
set by the office administrator. If the call is forwarded to all hunt group members without being answered,
the call is directed to the final destination phone number, which is usually voicemail.


Comparing Hunt Groups with ACD Groups
Hunt groups differ from ACD (ComMerchant) groups in the following ways:

     • Hunt groups do not queue callers. Either the telephone is answered, another extension is rung, or,
       if there is no answer at the final destination, the call is sent to voicemail.

     • Callers to hunt groups do not hear music while they wait.

     • After an extension is added to a hunt group, the extension can only be removed by the
       administrator. Hunt group members cannot check themselves in and out of a hunt group.

For information about ACD, see “ACD (Automatic call distribution (ACD))–ComMerchant” on page 3-2.


Hunt Group Restrictions
The following restrictions apply to all hunt groups:

     • A maximum of 10 groups, each with up to 24 extensions are allowed for each tenant.

     • Epiphany rings each hunt group member’s phone for 16 seconds, regardless of the member’s own
       ring timer settings.

     • When calls are sent to a member from the hunt group, the member’s call forwarding settings are
       ignored. Incoming calls made directly to the member’s Epiphany extension are handled based on
       the member’s call forwarding settings.


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Adding and Editing Hunt Groups
The office administrator creates and manages hunt groups for the company using the Admin Portal. Each
hunt group can start at a different extension number. For example, office administrators can create a sales
hunt group, a marketing hunt group, and a support hunt group. A user can belong to more than one hunt
group. Each hunt group starts at a different number, and calls forward to each extension in the group until
the call is answered.
To manage hunt groups, office administrators can do the following:

     1. Click the Hunt tab in the Groups panel. The Hunt Group panel appears, as shown in Figure 3-45




         Figure 3-45 Configuring a Hunt Group

     2. Using the hunt group panel, you can create a new group or edit an existing group by selecting an
        entry from the group list, and filling in the hunt group information, as described in Table 3-22.

Table 3-22 Hunt Group Fields

 Field                 Description

 Group name            Required field. The name must consists of no more than 20 characters and must be
                       unique within your company. Group names can contain letters, numbers, underscores
                       and spaces.
 Description           Enter a description if desired. Maximum length is 30 characters.
 Extension             Required field. An internal extension number that people in your company call to access
                       the hunt group. The extension number is usually the last 4 digits of the selected public
                       number.

 Public Number         Required field. The public number that people call to access the hunt group. Click the
                       (find available public number) Go button to view a list of unassigned public numbers
                       available to your company and click a number from the list to select it. The phone number
                       you select is removed from the list of available numbers.
 Final Destination     A phone number that is the final destination for calls that are not answered by hunt group
                       members. A common destination number is your company’s voicemail number.
                                                                                          Continued on Next Page


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Field                Description

Mode                 Defines the ring sequence for hunt group members. Options in the Mode drop-down list
                     include the following:
                     • Linear. The hunt order is the same as shown in the member list.
                     • Reverse. The hunt order is the opposite of the member list. The last member in the list
                       is the first number that rings.
                     • Circular. The hunt order is the same as the member list with looping enabled so the
                       member list is looped the number of times specified by the Maximum number of
                       loops parameter.
                     • Last answered. The hunt order is the same as that of the member list with looping
                       enabled. It starts from the member after the one who answered the last call to the
                       group.
                     • Longest idle. The hunt order is dynamically constructed based on the call activity
                       of the members in the hunt group. Members who have not answered a call for the
                       longest time are rung first.

 Max # of Loops      The maximum number of times the call is presented to all hunt group members.
                     This setting applies to the circular, last answered or longest idle modes. Default
                     value is 0. Maximum value is 3.

 Ring First          Incoming calls to the hunt group number ring only the first available members and
 Available Only      then go directly to the final destination if the call is unanswered.

    Note: Once the hunt group is created, the name of the hunt group can not be edited.
    3. Assign employees to the hunt group. Select an employee in the Employees list and drag the entry
       to the hunt group’s Members list (Figure 3-46). Put the employee in the list based on where you
       want him in the hunt group member order. The employee’s name appears in the hunt group’s
       member list.




        Figure 3-46 Adding Employees to a Hunt Group
        You can change the order sequence of the hunt group members by selecting an entry in the list
        and dragging it to a different position in the list.

    4. To save your changes, click Save.
    To delete a hunt group, click the Delete Group button in the panel. A confirmation message displays.
    Click Delete Group again to delete the selected group. The hunt group is removed from the drop-
    down list in the Hunt group panel.
    To delete a user from a hunt group, click the Delete rollover icon for the person you want to remove
    from the group, then click Save. The user is deleted from the group immediately and removed from
    the hunt group members list.

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Intercom Calling
Your Epiphany phone can be used as an intercom to talk to users in a call group or the company, but
not both. The intercom feature allows users to place an internal call to another user in the group/company
where the user’s phone beeps and the phone’s microphone and speaker automatically activate to allow
hands-free speaking with the caller.


Enabling the Intercom Feature
There are two intercom features that an administrator or service provider can enable in a user’s class of
service, as follows:
      • Intercom within Tenant–This feature lets the user intercom any phone within the company.
      • Intercom within Group–This feature lets the user intercom only phones that are in his call group.
        The administrator must also create call groups within the company and place users in the groups to
        use this feature.


Using the Intercom Feature
To use your Epiphany phone as an intercom, follow these steps:
      1. Lift the handset, press Spkr, or press a line button.
      2. Press *96 and dial the extension number of the person you want to talk to over the intercom, then
         press the # key.
         What your colleague hears depends on the phone’s features:
         - If the phone rings, your colleague must take the phone off-hook.
         - If the phone beeps, the phone takes itself off-hook and activates the microphone.
      3. You can now begin speaking.
      Note: You can program the intercom feature onto a speed dial button for easy access.
Table 3-23 describes the behavior of your phone and the called party’s phone in different intercom call
scenarios. Unless stated otherwise, it is assumed that your phone is configured for the company intercom.

Table 3-23 Intercom Behavior

 Intercom Activity                     Your Phone’s Behavior                     Called Party’s Phone Behavior

 You intercom to a phone within        You hear secondary dial tone after        The line LED for the primary line blinks,
 your company.                         you dial *96.                             and a beep tone is played on the
                                                                                 speaker (if supported). The speaker
                                                                                 phone goes off-hook.
                                                                                 If the phone does not support a beep,
                                                                                 the speaker phone goes off-hook.

 You only have group intercom          You hear a fast-busy tone indicating      No interaction.
 configured on your phone and          that your intercom call has failed.
 you try to intercom a phone that is
 not in your group.

 You intercom colleague A, but A is    You hear ringing. If A answers your       The intercom call rings the second line
 on another phone call.                intercom call on his second line, you     like a regular incoming phone call. The
                                       are connected in a regular phone          phone plays a call waiting tone (if config-
                                       call. The previous caller is put on       ured). The speaker does not go off-hook,
                                       hold.                                     even if the intercom call is answered.


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Table 3-23 Intercom Behavior (CONTINUED)

 Intercom Activity                    Your Phone’s Behavior                         Called Party’s Phone Behavior

                                      If A does not answer your intercom            If A does not answer the intercom call on
                                      call, you are sent to A’s voicemail (if       his second line, the call is sent to
                                      available).                                   voicemail (if available).

 You intercom colleague A, who        You are connected to A until you              The phone beeps, then goes off-hook
 does not answer. A has not           hang up.                                      with the microphone activated.
 enabled any smart call forwarding
 (ComCierge) treatments or call
 forwarding.

 You intercom colleague A, who        You are connected to A.                       The phone beeps, then goes off-hook
 does not answer. A has                                                             with the microphone activated. The
 ComCierge treatments enabled.                                                      ComCierge settings are ignored.

 You intercom colleague A, who is     You hear ringing.                             The intercom call first rings the second
 on a call. A has ComCierge                                                         line. If A does not answer the intercom
 configured to route incoming calls                                                 call on his second line, the call is routed
 to an external number.                                                             to voicemail (if available).

                                                                                    The ComCierge treatment is ignored.

 You intercom colleague A who         You are connected to A.                       The phone beeps, then goes off-hook
 has his phone configured to                                                        with the microphone activated.
 forward all calls to an external
 number.                                                                            The forwarding setting is ignored.

 You intercom colleague A who         You hear ringing.                             The intercom call first rings the second
 has his phone configured to                                                        line. If A does not answer the intercom
 forward all calls to an external                                                   call on his second line, the call is routed
 number. A is on a call.                                                            to voicemail (if available). The forwarding
                                                                                    setting is ignored.

 You intercom colleague A but A       You either hear a fast busy tone, or          No interaction.
 has Do Not Disturb enabled.          your intercom call is forwarded to
                                      voicemail (if available), depending on
                                      the configuration of A’s phone.

 You intercom colleague A, then       You are connected to A. Then A is             A’s phone beeps, then goes off-hook
 set up a conference with user B,     put on hold while you intercom B.             with the microphone activated. A hears
 using the intercom to invite B to    After you conference in B you are             music on hold while you intercom B. B’s
 the conference.                      connected to A and B in a                     phone beeps, then goes off-hook with
                                      conference call.                              the microphone activated.

 You intercom colleague A, then       You are connected to A. Then A is             A’s phone beeps, then goes off-hook
 use the intercom to transfer the     put on hold while you intercom B.             with the microphone activated. A hears
 call to user B.                      After the transfer, A is connected to B.      music on hold while you intercom B. B’s
                                                                                    phone beeps, then goes off-hook with
                                                                                    the microphone activated.

 You use click-to-call to intercom    Your phone and A’s phone go                   A’s phone beeps, then goes off-hook
 user A.                              off-hook simultaneously.                      with the microphone activated.

 You use remote click-to-call         You are connected to A as soon as             A’s phone beeps, then goes off-hook
 (ComRIO) from your cell phone to     you answer your cell phone.                   with the microphone activated.
 intercom colleague A.


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Table 3-23 Intercom Behavior (CONTINUED)

 Intercom Activity                    Your Phone’s Behavior               Called Party’s Phone Behavior

 You intercom colleague A, who        You are connected to A. Nothing     A’s phone beeps, then goes off-hook
 also has a multiple line             happens on the multiple line        with the microphone activated.
 appearance configured on B’s         appearance on B’s phone.
 phone. A does not answer the
 intercom.

 You intercom a hunt group pilot      You hear a fast busy tone.          No interaction.
 number.

 You intercom an ACD                  You hear a fast busy tone.          No interaction.
 (ComMerchant) pilot number.

 You use a speed dial key you         You are connected to A.             A’s phone beeps, then goes off-hook
 previously configured to intercom                                        with the microphone activated
 colleague A.

 You intercom colleague A, who        You hear a fast busy tone.          No interaction.
 has call forking enabled and
 multiple devices registered to his
 extension.



Intercom Feature Interactions
The following is a list of interactions between intercom and other features that are available on your
Epiphany hosted phone.

     • The intercom feature does not work on your bridged line appearances.

     • You can not intercom ACD (ComMerchant) and hunt group pilot numbers.

     • The intercom feature turns off ComCierge treatments. You receive intercom calls on your primary
       line, even if you have ComCierge configured to send all incoming calls to a different number.

     • The intercom feature turns off call forwarding. You receive intercom calls on your primary line, even
       if you have all calls forwarded to a different number.

     • If you want to transfer a call, or initiate a conference, you can put the current caller on hold,
       intercom the third party, and then either transfer the call to the third party or join the conference.

     • You cannot intercom a phone that has Do Not Disturb enabled. You either hear a busy signal, or
       your intercom call is routed to voicemail.

     • You can use intercom with click-to-call, or remote click-to-call (ComRIO) by entering *96 followed
       by the extension in the To: phone number field in the User Portal.




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Last Call Return
The last call return feature is useful for tracing a caller. For example, a user’s phone rings and the caller
hangs up before the user can pick up the phone, or he picks up the phone and the caller hangs up on him
before the user can identify him/her. The last call return feature automatically redials the number of the
last incoming call.

Last call return must be enabled in the user’s class of service for this feature. For information, see
Chapter 2, “Enabling Epiphany Features.”


Using Last Call Return
A user can return the last incoming call from any phone, as follows:

     • Pick up the handset, press the SPKR button, or press a line key. Dial *69. Your phone automatically
       redials the number of the last incoming call.

     • You can return calls directly from the call log in the portals. Find the person you want to call in the
       call log and click their phone number. When a call is initiated from the portal, the desktop telephone
       rings and the speaker is active. Continue the call on the speaker or pick up the handset. For
       information about initiating a call from the call log, see “Click-to-Call–Portal” on page 3-94.

     You cannot use the Call Return feature to return any of the following:

     • Calls that came in on your secondary line appearance, if you have multiple line appearances set up
       on your phone. The last call return feature calls the last call you answered on your primary line.

     • Calls that went to your voicemail box. The last call return feature calls the last call you answered on
       your primary line.

     • Calls that have the caller ID blocked. You hear a fast busy signal when you dial *69 and the last
       caller has caller ID blocking enabled.


Feature Interactions
The interactions between last call return and other features are:

     • Call Transfer–When dialing the other destination, the Last Call Return code can be used to reach
       the transferred to party.

     • Conferencing (3-way, 4-way)–A user can initiate a Last Call Return when adding a party to a
       conference call.

     • Intercom Calling–An intercom call cannot be combined with Last Call Return.


Last Number Redial
The Redial feature lets a user automatically redial the last number he entered for an outgoing call. The
number that is redialed could be the last one the user pressed on the phone dial pad or the last number
the user dialed using click-to-call from the portal.




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Using Redial
A user can redial the last outgoing call from his phone, as follows:
     • From an analog phone, pick up the handset, press the SPKR button, or press a line key. Dial *00.
       The phone automatically redials the last outgoing number.
     • From phones supporting the redial function, with the phone on or off-hook–, press the redial button
       to place a call to the last number dialed.


Feature Interactions
The interactions between last number redial and other features are:
     • Authorization Codes–An authorization code is not retained for a redial. If an authorization code
       was entered for the previous call, a redial is blocked.
     • Call Transfer–When dialing the other destination, the Last Number Redial code can be used to
       reach the transferred to party.
     • ComRIO–A ComRIO dialed destination is not stored for the Last Number Redial feature. Only call
       made directly from a phone associated with the extension have their number retained for the redial
       feature.
     • Conferencing (3-way, 4-way)–A user can initiate a Last Number Redial when adding a party to a
       conference call.


Malicious Call Trace
Malicious call trace, also known as annoyance call trace, lets a user initiate a trace on an annoying or
malicious caller after receiving the call. This feature only works for external calls.
     To trace an annoying or malicious caller:
     1. Hangup the phone.
     2. Pickup the phone and press *57.
         An announcement confirms that the trace request has succeeded.
     Pressing *57 has the following effects:

     • Sends information about the call to Buckeye TeleSystem, as discussed in this section.

     • Generates a system alarm.

     • Outputs information to the call detail record that the trace was requested.
       Click-to-call and Remote Click-to-call (ComRio) do not reject *57 as an invalid entry. If you enter *57
       on a click-to-call or ComRio call, a trace is initiated on the last call answered on the desk phone.

     • Contact Buckeye TeleSystem to obtain a copy of the report.


Feature Interactions
The interactions between malicious call trace and other features are:
     • Call Pickup–A call that is picked up cannot be traced.
     • ComCierge–The trace can only be invoked from an answered phone in the tenant. The phone
       number must be in the ComCierge treatment to which the call was delivered.



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Message Waiting Indicator
Message waiting indicator notifies the user that a new message has arrived in his voicemail box. This fea-
ture will only work if your phone supports a lamp that activates after a voicemail message has been left by
the caller. Phones without a lamp issue a stutter tone after a voicemail message has been received.
The administrator must enable the voicemail feature in the user’s class of service to allow voicemail and
the message waiting indicator feature. The user must also have a voicemail box and configure features on
the messaging system for the user.


Using the Message Waiting Indicator
The message waiting light is on or blinking when you have one or more new voicemail messages. Access
your messages using one of the following methods:
      • If your phone has a softkey for messages, press the softkey to access your voicemail box. Pressing the
        softkey dials the voicemail access number and provides your mailbox number to the messaging system.
      • Press the speed dial feature button, if you have one assigned, to access your voicemail system.
        Pressing the softkey dials the voicemail access number and provides your mailbox number to the
        messaging system.

Feature Interactions
When the message waiting indicator feature and the call forking feature are active, all forked devices are
sent the message waiting indication.


Music on Hold
Music on hold allows callers to hear music when they are on hold for any reason such as call hold, call
transfer, conference, or call park. When a user puts a caller on hold, the caller hears music. When the call
is picked up, the music terminates so conversation can resume. The Epiphany system comes with default
music on hold. If you have specific music on hold for your company please supply Buckeye TeleSystem a
file in mp3 format.


Suspending Music on Hold
Callers to Epiphany subscribers can suspend and resume music on hold by pressing the # key.
      Note: Using # to suspend and resume music on hold is supported only when the person
      initiating the hold is a Epiphany subscriber.
      For information about how music on hold works during a conference call, see “Conference Party
      Restrictions” on page 3-104.


Online Help
An online help system providing usage information about portal features is accessible directly in the End
User Portal and the Admin Portal. The help content is specific to the portal, from which it is launched. For
example, configuring Epiphany features for end users is provided by Admin Portal online help, and it is not
included in the end user help content. Online help launched from the user portals also includes information
on phone feature usage. For screen shot examples of the Help link location on each portal, see Chapter 1,
“Introducing Epiphany Synergy.”




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Outgoing Call Barring
The outgoing call barring (OCB) feature lets a subscriber block outgoing calls for his extension. This feature is
useful if a subscriber wants to prevent other users from making certain types of outgoing calls from his exten-
sion. For example, before a subscriber goes on vacation or a business trip, he configures his phone to only
allow internal calls. To secure the configuration, the user enters his PIN, as required by the OCB feature.
Users activate the OCB feature by entering *55,call code and their PIN numbers on their phones. When a
business user sets a call restriction using OCB, his ComPortal displays an OCB indicator allowing the user
to inspect the current restriction setting (Figure 3-72). When using the OCB feature from the phone, the
user must specify a number that identifies which types of outgoing calls to restrict. The Epiphany system
comes with four OCB numbers predefined. For a list of codes please see “Using Outingoing Call Barring”.




      Figure 3-72 ComPortal Outbound Call Barring Indicator
      To deactivate outgoing call barring, press *56, call code and the pin number.

Using Outgoing Call Barring
To use outgoing call barring feature, the user must have a PIN defined in the user profile.
Outgoing calls are blocked by pressing *55<package ID><pin number> on the phone. Where <package
ID> is the 1-digit code that identifies the call type and <pin number> is the user’s PIN as defined in his
user profile. The 1-digit call type code is configured by the service provider.
For information about entering or changing your PIN number, see “Setting Personal Passwords” on page 3-181.
      By default, the following package ID codes are available:
      • 1–Blocks all outgoing calls.
      • 2–Blocks long-distance, international, and premium number calls.
      • 3–Blocks international and premium number calls.
      • 4–Blocks premium number calls.
After OCB is activated, business users can view their selected setting as an OCB indicator in their portal. For example, if
a user with the PIN 2233 wants to block all long-distance and international calls, he would dial *5512233.
The user can unblock any previously blocked calls by pressing *56<package ID><pin number> on the phone.
After the feature is deactivated, the OCB indicator disappears from the user’s portal.

      Note: If a subscriber uses the call barring feature in conjunction with ComCierge and a
      forwarding destination falls into the blocked call category, the call is automatically routed to the
      subscriber’s desk phone.

Outgoing Call Barring Feature Interactions
The OCB feature has the following interactions with other Epiphany features:

      • When a subscriber who has call forwarding treatments and/or ComCierge configured enables the
        OCB feature, all forwarding destinations that fall into the disabled call type are skipped.




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      • When a subscriber has the OCB feature enabled, calls cannot be transferred or conferenced to
        numbers that fall into the disabled call type.
      • Emergency or intra-tenant calls cannot be disabled.
      • When a subscriber has the OCB feature enabled, he cannot use click-to-call or ComRIO to make
        calls to numbers that fall into the disabled call type.
      • If a subscriber has the OCB feature enabled and the administrator then disables the OCB feature
        for this person, the feature remains active until the subscriber turns the feature off. However, sub
        sequent attempts by the subscriber to enable call barring for other outgoing call types are denied.
      • A subscriber has outgoing call barring enabled and set to block all outgoing calls. The user also
        has ComCierge enabled. If the forwarding sequence set in the ComCierge treatment has a blocked
        number, the call forwarding setting automatically reverts to the default “At my Desk” treatment and
        the call is routed to the user’s desk phone.
      • A subscriber has outgoing call barring enabled and set to block all outgoing calls. The user also
        has ComCierge and the simultaneous ringing feature enabled to ring all phone numbers configured
        in his smart forwarding settings at the same time. The phone numbers in the forwarding sequence
        that fall into the blocked calls category do not ring.


Personal User Profile
When the Epiphany system is initially configured, some of the profile information for a user is configured.
However, users can add or modify additional profile information in their portals at any time. End users
can manage their profile information in the My Profile panel of their portal to view or change their profile
information.
      Note: The first time you log into the portal, verify the existing information and add information
      to complete the profile. The telephone number information helps users easily set their call
      forwarding.

Personal Profile
The personal user profile contains the following information:
      • Home address
      • Home telephone numbers, mobile numbers, custom numbers, and email addresses
        This information is used to let users automatically forward calls to one of the stored numbers,
        which is easier than entering the telephone number each time.
      • Password, and password reset hint/answer
      • PIN number
      • List of enabled features
      • List of available billing codes
      Note: From the My Profile page, a user can specify whether other people within the company
      can view their home address and the telephone numbers. Users can decide whether they want
      to publish their personal information.




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Changing Information in My Profile
     To change profile information, follow these steps:
     1. Click the My Profile panel bar. The My Profile panel opens and displays the Phone Numbers panel
        (Figure 3-49).




        Figure 3-49 Profile Panel

     2. Enter or change phone number information.
        The telephone numbers entered here are available as quick links in drop-down lists in the Reach
        Me panel. Entering these numbers makes configuration of call forwarding features as easy as
        selecting a single item. Users do not need to enter telephone numbers each time they want to
        change the number they are forwarding their calls to.
        Users set a ring timer for each phone number. The ring timer specifies how long the phone rings at
        selected destinations before the call is forwarded to voicemail or the next destination. The ring timer
        setting is connected to the phone number. For example, if the timer for the mobile phone number is set
        to 24 seconds, this timer setting is used whenever calls are forwarded to the mobile phone. Typically,
        one ring equals four seconds. Therefore, make sure to set the ring times for devices with voice mail
        to a time just before the devices voice mail is activated. For example, your mobile phone voice mail
        activates on the 4th ring, set your ring time to 12 seconds or 3 rings.
        The user clicks a radio button to select his primary number. The primary number is the phone
        number that displays with the user’s name in the corporate contact list (company directory). If others
        use click-to-call from the corporate contacts list or the call log to reach the user, their calls are
        routed to the primary number.

     3. Check the Publish check box associated with a phone number to publish the phone number in the
        company directory.

     4. Clicking the Personal Info menu bar to change personal information.
        The Personal Info panel opens (Figure 3-50). The user can enter his/her home address, home
        email address, timezone, country code and language.




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         Figure 3-50 My Profile Personal Info Panel

         Check the Publish Home address check box to show the user’s home address in the company
         directory and make it available for other employees to view.
         Check the Publish Home email check box to show the user’s home email address in the company
         directory and be available for other employees to use.

     5. Click Save Changes to save the personal information.
     6. Click the Features menu bar to view a list of features and call restrictions enabled for the user by
        the administrator.
     7. Click on the Password Info menu bar to change login, and PIN number. Do not change the SIP ID
        password. Your phone may deactivate if this password is changed. The Password Info
        panel opens. For information about user passwords and PIN numbers, see “Setting Personal
        Passwords” on page 3-181.


Personal Passwords
When a new Epiphany account is created, a user ID and password is assigned. Your user ID and user
password is required to log into your portal to ensure secure access to your phone setting, call logs and
contact information.
A PIN is also associated with each user account and is required when using the authorization code, or
outgoing call barring.


Setting Personal Passwords
Users can use their portal to change their own user password and their PINs. The administrator can also
reset login passwords for people in their company from the Admin Portal. When an administrator resets a
user’s password, the system sends an email to the user with his new password if his work email address is
stored in his profile.
To change the user password and PIN number using the portals, follow these steps:
     1. Do one of the following:
       – Go to the My Profile panel and click on the Passwords panel bar. The Passwords panel opens (Figure 3-51).


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       Figure 3-51 Password Info Panels
      2. To change a login password, enter the new password in the New Password field, then enter the
         new password again in the Confirm Password field.
         Users must also enter their current passwords in the Current Password field.
         Note: Passwords are case sensitive and can be any combination of letters and numbers from
         8 to 20 characters.
      3. Do not change the SIP password If this password is changed, your phone may deactivate.
      4. To select a password hint and define the hint answer, select a question from the Hint drop-down
         list and enter the answer in the Answer field..
         Note: A hint and answer must be entered if the system is used to help remember a password.
         If a user forgets their password, and they answer their personal security question correctly, the
         system issues a new password for them and sends an email notice with the new password. If
         the user does not set up a hint and answer and they forget their password, they must contact
         the administrator to get a new password.
      5. To change the PIN number, enter a number in the PIN field.
      6. Click Save Changes or Saved when finished.
         Note: Maximum length for PIN numbers is six digits.


Using Personal Passwords
Use your user ID and user password to log into the Portal. For information about logging into the portal
and using the password hint feature, see “Logging Into a Epiphany Portal” on page 1-13.


Phone Number Quick Links
Users can configure call sequences efficiently using quick links in their User Portals. A quick link is an
icon that represents a phone number in the user’s profile. Quick link icons are found in drop-down lists
used in call treatment panels to configure call forwarding features. To select a phone number, simply
click an icon from the drop-down list (Figure 3-52). This eliminates the need to enter frequently used
phone numbers repeatedly when defining call treatments. Quick link icons that do not have a
corresponding phone number defined in the profile panel do not appear in the drop-down lists.




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        Figure 3-52 Using Quick Links to Define Call Sequences
        Quick link icons are also used to display call sequence settings without opening the call sequence
        configuration panels (Figure 3-53). Call treatment menu bars display quick link icons to represent
        phone numbers defined for their call forwarding sequences. This lets users review at a glance the
        phone numbers used for each treatment and the sequence in which the phone numbers are called.




        Figure 3-53 Using Quick Links to Review Call Sequences

Table 3-29 describes the quick link icons.

Table 3-29 Reach Me Quick Link Icons
 Icon       Description

            Office phone number
            Home phone number #1
            Home phone number #2
            Custom phone number #1
            Custom phone number #2
            Mobile phone number
            Phone number has not been selected or entered.
            Phone number not configured in the user’s personal profile. Users select the
            icon and then enter a phone number.

In addition to pre-defined quick link icons, the phone number drop-down lists include selections for None
and Other. Select Other to enter a phone number not in the drop-down list. Selecting Other allows users
to enter numbers in the call sequence phone number field. Select None when you do not want to select
or enter a phone number.




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Configuring Quick Links
To configure quick links, go to the My Profile panel and open the Phone Numbers panel. For information on
entering phone numbers in the My Profile panel, see “Personal User Profile” on page 3-177.

Using Quick Links
Quick links let you select phone numbers for call forward treatments in the User Portal. For details about using
quick links, see “Activating Call Forwarding if Busy” on page 3-47 or “ComCierge Behavior” on page 3-63.


Refuse List
The refuse list is a ComCierge feature that identifies the Refuse call group. If a user does not want to talk to
specific callers, he can place the contacts into his Refuse list, which is a panel in the Portal. The refuse list
becomes active only when the user has a ComCierge forwarding sequence or ComSchedule as his active call
forwarding option. When an incoming call is received from a person in the refuse list, the call is forwarded to
the user’s voicemail or the caller receives a busy signal according to the user’s Caller hears setting.
A contact can be added to the Refuse list by editing the contact’s Calling group field in the phone book
or by dragging a contact entry to the Refuse list. When the user drags a contact to the Refuse list, the
contact’s Calling group setting automatically updates to Refuse. Contacts can be deleted from the refuse
list simply by clicking the Delete icon next to their names.

      Note: When the Refuse list is active, all numbers for a contact are refused.
A user must have ComCierge enabled in his class of service in order for the Refuse list panel to appear
in his the Portal. The user must also have voicemail enabled to be able to send calls from contacts in the
Refuse list to his voicemail. When the user selects the Forwarding by group or ComSchedule radio button in
the Reach Me panel to activate call forwarding, an indicator appears in the Refuse list signifying it is active,
as shown in Figure 3-54.




      Figure 3-54 Active Refuse List

If ComCierge or ComSchedule is inactive, the refuse list indicator changes to signify it is not in use, as
shown in Figure 3-55. Contacts stay in the refuse list even when the list is inactive. Users remove
contacts from the list by clicking the delete icon or changing the contact’s Calling group setting in the
Phone Book.



      Figure 3-55 Refuse List Inactive Indicator

Adding Contacts to the Refuse List
A contact is added to the refuse list using one of the following methods:
      • Edit the contact’s Calling group field in the Phone Book.
      • Drag an entry from the phone book to the Refuse list.
      A phone number must be associated with a contact before it can be dropped into the refuse list. To
      add a number that does not exist in the phone book, create a new contact with the phone number to
      be ignored and add the new contact to the refuse list.

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      To add a contact to the refuse list by editing the calling group field, locate the contact in your phone
      book and click on his name to access his details. When the General Details panel opens (Figure 3-32
      on page 3-???), select Refuse from the Calling Group drop-down list, and click Save Changes. The
      contact’s name now appears in the Refuse list.

      To drag a contact to the refuse list, select the contact’s name in your phone book and drag the entry
      to the Refuse list (Figure 3-56). The contact’s Calling Group field changes to Refused in the your
      phone book and the contact’s name appears in the Refuse list.




      Figure 3-56 Dragging and Dropping an Entry to the Refuse List

Deleting Contacts From the Refuse List
To delete an name from the refuse list, click on the Delete icon next to the name. The contact’s name
disappears from the Refuse List and his Calling group field is automatically set to None in the Phone Book.

Setting the Refuse List Option
At the top of the refuse list panel, select VoiceMail or Busy Signal from the Caller hears: drop-down list
to determine how calls from contacts in the refuse list are treated (Figure 3-90 on page 3-195). The user
must have the voicemail feature to see the Voicemail option in the drop-down list.

When the user selects Forwarding by group: or ComSchedule and a call sequence by group is
scheduled when a call is received, callers whose numbers are in the refuse list are routed to the user’s
voicemail or hear a busy signal.


Remote Click-to-Call (ComRIO)
The remote click-to-call feature is ideal for users who are frequently away from their office, because it lets
them take advantage of all of their Epiphany-hosted phone features from any location.
With a telephone, a Web connection, and ComRIO users can do the following:
      • Click-to-call from a remote location via the user Portal.
      • Use the work phone number as the caller ID when making calls from any location.
      • Accept and make calls from any remote phone or location.

Using Remote Click-to-Call
To initiate a call using click-to-call and ComRIO, follow these steps:
      1. Log into the user Portal from any location.
      2. Enter the number to call by doing one of the following:
        – Click the Call icon located at the top of portal page and enter the number in the To: field.
        – Drag a number from the Phone Book to the Call icon (Figure 3-25 on page 3-??).
        The Click-to-call panel opens with the number you selected already in the To: field (Figure 3-57).

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      Figure 3-57 Remote Click-to-Call Panel

      If the contact has more than one number configured, you can select from the list of additional
      numbers in the drop-down list next to the To: field.
      3. In the From: field, select the phone number or enter the number of a nearby phone that you can
         answer when ComRIO calls.
        If you entered your phone numbers in your personal profile, the list contains quick links
        corresponding to your phone numbers. You can then specify the originating phone number by
        simply selecting a quick link. If you want to use a phone number that is not in the drop-down list,
        select Other and enter the number.
      4. If billing codes are required or optional for your outgoing calls, you can select one from the
         drop-down list provided in the Click-to-call panel.
         If you do not know if a billing code is required or which billing code to use, contact your company
         administrator. If a billing code is required and you do not enter one, the call is not placed, an error
         message is displayed, and a fast busy is heard.
      5. Click Call.
         Your telephone rings as the call is initiated and the speaker, if available on the phone, is active.
      6. Stay on the speaker or pick up the handset to take the call.

      Note: A public phone number, such as an office, home or cell phone number, must be used to
      initiate a call with ComRIO. Users cannot use ComRIO from a phone connected to a PBX or a
      hotel phone system. For example, if they want to use ComRIO from their hotel room, they could
      initiate a call with ComRIO using their cell phone number.

Remote Click-to-Call Using Drag and Drop
Remote click-to-call can be initiated by dragging and dropping entries from a contact list, call log or
voicemail list onto the Call icon. Select your originating number in the From: field as described in
Figure on page 3-197, and select your To: phone number as described in “Click-to-Call Using Drag and
Drop” on page 3-96.

Remote Click-to-Call From Phone Lists
Remote click-to-call can also be initiated by clicking on phone numbers in a contact list, speed dial list,
call log or voicemail list. Select your originating number in the From: field as described in “Using
Remote Click-to-Call” on page 3-197, and select your To: phone number as described in “Click-to-Call
From Phone Lists” on page 3-97.


Ring Timers
Each phone number entered in a user’s profile has a ring timer. The ring timer determines how long the
specified phone number rings before sending the unanswered call to the next destination in a call
forwarding sequence.



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     Note: Some phone numbers may have voicemail services or an answering machine
     associated with them. To ensure unanswered calls route to your hosted voicemail box, the ring
     timers for the phone numbers must be shorter than the amount of time the phone rings before
     the local voicemail services pick up the call. For example, if calls to your mobile phone route to
     your mobile voicemail box after 16 seconds, you must set the mobile number’s ring timer to 12
     seconds so the caller leaves a message in your work voicemail box.

Using Ring Timers
For each phone number, set the amount of time you want the phone to ring at the selected destination
before it goes to voicemail or the next destination. The ring timer setting is associated with the phone
number. For example, if the timer for the mobile phone number is set to 24 seconds, this timer setting is
used whenever calls are forwarded to the mobile phone. Typically, four seconds equals one ring.
To set ring timers, do the following:
     1. Open your My Profile.
     2. Use the drop-down lists to select Ring Time durations for each phone number (Figure 3-58).




     Figure 3-58 Setting Ring Timers
     If the No Timer option is available, selecting it has the following effects:
     – The timer is disabled. The call rings for a maximum of 5 minutes.
     – The call forwarding settings are ignored.
     3. Click Save Changes or Save.


Sequential Ringing
When configuring a ComCierge call treatment, the user can set whether to ring the specified phone
numbers in sequence or simultaneously. If the first phone is unanswered, the call routes to the second
number, and then the third number. If the user specified sequential ringing, the second phone rings after
the first; the third phone rings after the second. If no phones are answered and the user has voicemail
enabled, the call routes to voicemail.
Sequential ringing is available by default when ComCierge is enabled in a user’s class of service. For
information on enabling ComCierge, see Chapter 2, “Enabling Epiphany Features.”
Sequential ringing is activated for ComCierge call sequences by default. To deactivate it and enable
simultaneous ringing, the user must:
     1. Check the Ring Simultaneously checkbox in the call treatment panel (Figure 3-19 on page 3-57).
     2. Click Save.
     For information on Simultaneous Ringing, see “Simultaneous Ringing.”

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Simultaneous Ringing
 When configuring a ComCierge call treatment, the user can set whether to ring the specified phone numbers
in sequence or simultaneously. By default, the phones ring in sequence. If the first phone is unanswered, the
call routes to the second number and rings it, and then the third number. If the user checks the Ring simulta-
neously option in the ComCierge call treatment panel, the call rings all phones at the same time. If no phones
are answered and the user has voicemail enabled, the call routes to voicemail.
To enable the simultaneous ringing feature, the ComCierge and Simultaneous Ringing features must
be enabled in a user’s class of service. For information on enabling features, see Chapter 2, “Enabling
Epiphany Features.”


Using Simultaneous Ringing
By default, sequential ringing is activated for ComCierge call treatments. To deactivate it and activate
simultaneous ringing, the user must:
      1. Check the Ring Simultaneously checkbox in the call treatment panel (Figure 3-19 on page 3-57).
      2. Click Save.
      When a caller dials the phone number of a user who has simultaneous ringing selected in their active
      ComCierge treatment, the phone numbers defined in the call treatment ring at the same time. The
      caller is connected to the first phone answered. When the call is answered, the other phones stop
      ringing. The simultaneous ringing feature behaves as follows:

      • If the Ring Simultaneously box is checked, incoming calls that match the selected call treatment
        are simultaneously forwarded to all numbers configured in the call treatment. When the user
        answers the call at one of the numbers, the other numbers stop ringing.
        – If the user does not answer the call at any of the numbers, the call is forwarded to the final
          destination, such as voicemail if activated.
        – If the final destination is not voicemail, the phone rings for 300 seconds regardless of the user’s
          ring time setting.

      • If the Ring Simultaneously box is checked and the subscriber has outgoing call barring enabled, the
        phone numbers in the forwarding sequence that fall into the blocked calls category do not ring.


Speed Dialing
Speed dialing lets users quickly call telephone numbers using a two-digit * code. All users can have up
to 20 personal speed dial numbers, which they can manage from their phones and their user portals. The
personal speed dial numbers must be numbered 01 through 20. Corparte speed dials are reserved by the
administrator, from numb ers 21 through 49.

The Portal displays the speed dials as a single list in the phone book. The first 20 numbers are personal
speed dials, followed by the corporate speed dial numbers. Assigned speed dial numbers display the
contact’s name and phone number assigned to it. Unused speed dial numbers display unassigned as the
contact name.

To create personal contacts without a speed dial, the user must have ComCierge enabled in his class of
service. Users without ComCierge can create up to 20 personal contacts that all have a speed dial code
configured.




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Assigning Personal Speed Dials
To assign a personal speed dial to a phone number, use one of the following methods:
     • To set a personal speed dial for a contact from a portal, do one of the following:
       – Click the contact’s name in the contact list. When the contact’s Details panel opens (Figure 3-45
         on page 3-110), select a number from the Speed Dial drop-down list. The drop-down list
         displays unassigned personal speed dial numbers only. Click Save Changes or Save to
         complete the speed dial assignment.
       – Drag a caller from the call log to an entry in the speed dial list.
       – Click the contact’s name in the Personal or Corporate contact list and drag the entry over the
         Speed Dial tab label. When the Speed Dial panel appears, put the contact into an unassigned
         entry in the Speed Dial list. (ComPortal only)
         The contact’s name appears next to the assigned speed dial number in the Speed Dials list.

     • To set a personal speed dial number for a contact from the phone, take the phone off-hook and
       enter the following:

       *74 <speed dial number>*<phone number>

       The speed dial number must be a 2-digit number between 01 and 20. The phone number is the
       contact’s number that you want dialed when the specified code is entered into the telephone. For
       example, to assign the number (408) 123-3333 to the speed dial number 5, a user would dial
       *7405*4081233333.

Resetting Personal Speed Dials
To reset a personal speed dial number using the User Portals, use one of the following methods:
     • In the Speed Dial list, use the Delete icon.
       In the Speed Dial list, a Delete rollover icon displays for each speed dial. Click the Delete icon of
       the speed dial entry you wish to delete (Figure 3-59). The Speed Dial list refreshes and displays
       Unassigned for the newly available speed dial number. The contact’s Speed Dial setting in your
       Phone Book is now set to None.




     Figure 3-59 Resetting Personal Speed Dials using the Portal
     • In the contact’s Details panel, select None in the Speed Dial field.
       In the contact list, click the contact’s name. When the Details panel appears, select None or an
       other number from the Speed Dial drop-down list. Click Save Changes or Save.
     • To delete a speed dial from the phone, take the phone off-hook and enter the following sequence: *
       *75 <speed_dial_number>
       where <speed_dial_number> is an assigned 2-digit number between 01 and 20.
       For example, to delete the speed dial number 5 from the number (408) 123-3333, a user would
       enter *7505.

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Assigning Corporate Speed Dials
The administrator can assign speed dial numbers that are shared by everyone in the company. For exam-
ple, a corporate speed dial number might be assigned to the company’s travel agent or printing company.
There are 29 speed dial numbers available for each tenant, which are displayed in the Portal Speed Dial
list. After a speed dial sequence is set, users can dial the contact’s phone number by entering the assigned
* code on their telephone.
To assign corporate speed dial numbers, use the Admin Portal as follows:
      1. From the Directories panel, access the Details panel for configuring a contact by clicking on the name.
      2. Select a number 21 to 49 from the Speed Dial drop-down list and save the change (Figure 3-60).




        Figure 3-60 Assigning Corporate Speed Dials from the Admin Portal

      The Speed Dial list in each user’s portal displays the contact’s name and phone number next to the
      assigned speed dial number.

Deleting Corporate Speed Dials
Administrators delete speed dial numbers using the same steps to enable a speed dial number. From the
Speed Dial drop-down list in the contact’s Details panel, select None to reset the number. The user’s Speed
Dial list displays Unassigned as the contact’s name and removes the phone number.


Using Speed Dials
Portal users can initiate a speed dial call by clicking a number displayed in the phone book’s Speed Dial
list. When the user clicks on a phone number, the click-to-call panel opens and the To: field is set to the
phone number in the speed dial list. Click Call (ComPortal) or Dial (ComFamily) to initiate the call.
To use speed dials from the phone, take the phone off-hook and dial *<speed dial number>.
The speed dial number must be a 2-digit number from 01 to 49 and assigned to a phone number. The
system dials the phone number assigned to the speed dial * code.


Feature Interactions
The interactions between speed dialing and other features are:
      • Authorization Codes–An authorization code cannot be combined with a speed dial code.
      • Call Transfer–The transferred to number can be accessed using the speed dialing feature code.
      • Caller ID block/unblock–The Caller ID Block/Unblock code can be embedded in a speed dial number.
      • Conferencing (3-way, 4-way)–A user can use speed dialing when adding a party to a conference call.
      • Intercom Calling–An Intercom call cannot be associated with a speed dial number.




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Station to Station Dialing
Station to station dialing lets users make internal calls to other users in their company or home by entering
their extension numbers. Users can make an internal call using on-hook or off-hook dialing, depending
on the type of phone they have.
To make an internal call, follow these steps:
     1. Lift the handset, press Spkr, or press a line button.
     2. Enter the extension number you wish to call, then press Send or the phone’s dial button or wait six
        seconds to initiate the call. The name of the called party is shown on your display. When the called
        party answers, begin speaking. The LCD now displays the elapsed time of the call.
     3. When you are finished, hang up, press Spkr, or press the softkey below EndCall if there is one.
     From the User Portal, make an inside call from the call log or contact lists in the phone book. For
     information about click-to-call features, see “Click-to-Call–Portal” on page 3-94 and “Remote
     Click-to-Call (ComRIO)” on page 3-197.


Survivability Number
Survivability number allows users to specify a phone number to which their calls are routed if their
Epiphany phone cannot be reached due to an unforeseen problem. Examples of such problems include
a network interruption or an unregistered phone. The Epiphany Control Server considers an endpoint as
unreachable when it receives a 408 Request Timeout or 6xx error message as a response.


Enabling Survivability Number
When survivability number is enabled for a user, an entry field is displayed in the user’s portal and in the
the user’s profile in the Admin Portal (Figure 3-61). This allows either the administrator or user to enter
the survivability phone number. The business portal displays the survivability number field in the Phone
Numbers section and the consumer portal displays the field in My Account.




     Figure 3-61 Survivability Number Example


Using Survivability Number
The Epiphany system routes a user’s incoming calls to the survivability number when all conditions below
are met:
     • A survivability number is defined.
     • The Epiphany Control Server receives an error code (408 or 6xx) that indicates the phone is not
       reachable.


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     • The user does not have call forwarding, ComCierge or ComSchedule activated.

     If the survivability number is not answered, the call is treated in the same manner as a call to the
     primary number. For example, if an unanswered call to the primary number results in routing the call
     to voicemail, an unanswered call to the survivability number is also forwarded to voicemail.

Survivability Number Feature Interactions
Survivability number interacts with other Epiphany features as follows:
     • Call Forking–Survivability number is activated if there are no devices reachable or registered to the
       forked extension. If multiple devices are available and contacted, and one device responds with a
       408 or 6xx error code, survivability number is not activated since calls to the other devices were
       successful.
     • Call Logs–The call log displays incoming calls as if the user had activated call forward
       unconditional to the survivability number and contains the caller’s ID.
     • Click-to-Call–Click-to-call makes an outgoing call to the user’s primary number to establish the
       call and fails if the primary number is unreachable.
     • Call Restrictions–Call restrictions apply to survivability numbers, as they apply to other call
       forwarding numbers. For example, if a user has Disable International Calls enabled, the survivability
       number cannot be an international number.
     • Ad-hoc Conferencing–If a conference host calls a user that has survivability number and an
       unreachable phone, the call is forwarded to the survivability number.
     • Click-to-Conference–If the system calls a conference participant who has survivability number and
       an unreachable phone, the call is forwarded to the participant’s survivability number.
     • Hunt Groups–If a call goes to a hunt group member has survivability number and an unreachable
     phone, the call then goes to the next member in the hunt group.




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Tenant Level Reports
Office administrators can request company usage reports using their Admin Portals. The reports are
provided in a spreadsheet format and sent to specified email addresses. Administrators can also view a
list of endpoint devices that are deployed for employees in their companies.

Accessing Company Reports
Office administrators can access the reports for their company by clicking the Reports panel bar in the
Services column (Figure 3-62).




     Figure 3-62 Reports Panel

     To request any of the reports, enter an email address and click the checkbox corresponding to the
     reports you want to receive. Click the Get Reports button to submit the reports request. The system
     sends the reports in *.xls format to the specified email address. If an email address is not entered,
     an error message displays in the portal. If more than one report is requested, the reports are
     emailed to the administrator individually.

     Use the Reports panel to request any of the following reports:

     • Overall system report–Provides general information about all users configured for the company,
       including extension, public number, personal information, and class of service attributes. Class of
       service attributes indicate which features, services or calling privileges are enabled for users. The
       System Overall reports are displayed in a spreadsheet format. Since the complete overview report
       can be very large, it can only be viewed in a spreadsheet, which is provided via email.

       To limit the system report to a range of extensions, enter numbers in the From: and To: fields.
       Figure 3-63 shows an example of an Overall System Report.




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     Figure 3-63 Overall System Report
     • SIP BLA Authorizations report–Provides information about line authorizations configured for
       each SIP phone user.
       The SIP BLA Authorizations report displayed in Figure 3-63 shows that extension numbers 5317
       and 5319 (Sender Extension) have the authorization to add extension 5311 as a secondary line
       appearance.




     Figure 3-63 SIP BLA Authorization Report

     Figure 3-64 shows the corresponding Authorize BLA list for extension 5311 (public number
     4083695311) in the Employee tab.




     Figure 3-64 User’s Authorize BLA List
     • Service List License report–Displays the service lists assigned to the company by the service
       provider, and the number of licenses used for each service list (Figure 3-65).
       The service provider has specified the number of licenses for each service list (service package)
       that the subscribing company has ordered. Each service list corresponds to a class of service
       template, which office administrators assign to users to enable a list of features. The service

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       quantity represents the number of users, to whom administrators can assign a COS template
       based on a service list. When office administrators assign a COS template to a user, the license
       count for the template’s corresponding service list decrements by one.




     Figure 3-65 Service List Licenses Report


Viewing Device Information
The Devices tab in the Service panel lets office administrators search for and view information about IP
phones and IP-enabled adapters installed in their companies.

From the Devices panel, administrators can do the following:
     • Look for devices based on specific search criteria.
     • View the device type, extension number and IP address for each device.
     • View device details based on the device type, as follows:
       – IP phones–Device model number, location or address, install and last reset date, employee
          information.
       – Adapters–Serial number, model number, number of ports available and in use, installation
         date/time, employee information for each port in use.

     Note: The device list shows phones that are registered at the time the list is generated. For
     example, endpoints corresponding to soft clients installed on PCs that are powered off when the list
     is generated are not displayed in the list.

     To view devices assigned to the company, administrator can do the following:
     1. Click on the Devices panel bar. The Search panel with a list of search fields displays (Figure 3-66).




     Figure 3-66 Devices Panel and Search List


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     2. For a list of devices, do one of the following:
       – Click the Display all Devices button to view a list of all of devices installed in the company.
       – Enter device search criteria then click the Search button to initiate the search.
         The search function uses the “and” operator and searches the device type, IP address,
         extension, device ID and model number fields.

       A list of devices along with information about each device is returned and displayed in the Devices
       panel as shown in Figure 3-104.

     3. Click an entry in the Device list to view details about the device. A panel opens, displaying device
        information and a list of employees assigned to the device (Figure 3-67).




     Figure 3-67 Device Details


Voicemail Integration
Epiphany phones and web-based portals provide a single seamless interface to the integration of Epiphany’s
enhanced telephony features and voicemail services. Users can retrieve voicemail messages stored on the
messaging system from their Epiphany phones and User Portals. With voicemail integration, users can do
the following:
     • Receive a new voicemail indicator on the phone or portal.
     • Check for new voicemail messages from the phone or portal.
     • View a list of voicemail messages from the portal.
     • Listen to voicemail messages from the phone or portal.
     • Delete voicemail messages from the phone or portal.
     • Access enhanced voicemail services from the phone.


Accessing Your Voicemail Messages
The LED Message Waiting Indicator (MWI) on your phone blinks when the user has one or more new voice-
mail messages. Users can also check for new messages by glancing at their User Portal. Which displays a
banner reporting the number of new messages. Users can access their voicemail messages, if available,
using several methods, as follows:
     • Press Msg or Messages button on the phone. With this method, users access their voicemail box
       directly.
     • From the Portal, open the voicemail panel to view a list of messages with caller and timestamp
       information. Click on the Speaker icon (Figure 3-108) to listen to the message on the computer.
     • Access the messaging and collaboration portal at http://msgcollab.epiphanyic.com. Please refer
       to the messaging and collaboration user guide for a description for this portal.



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     Figure 3-108 Voice Mail Panel


Viewing Your Voicemail Messages
Users with voicemail display enabled in their class of service can check the number of new messages in
their voicemail boxes by glancing at the top of their User Portals, and view a list of their messages from
the voicemail panel (Figure 3-108).

The voicemail panel displays the speaker icon, name of the caller (if available), calling number, date and
time the message was received and message duration. An active speaker icon indicates a new message.
Once the new message is played, the icon displays as an inactive speaker icon, which you can still click
to listen to the voicemail message. The column widths are adjustable and can be changed by selecting
and moving sliding column separators in the header row of the list.

Users can click Refresh now to update the voicemail list with any new messages, or to see an active
speaker icon re-appear as an inactive icon after listening to a new voicemail message. From the voicemail
panel, users can do the following:

     • Listen to voicemail messages on the PC–Clicking the Speaker icon launches your computer’s media
       player which plays the selected message from the user’s voicemail box as a *.wav file. After a new
       message is played, the active Speaker icon displays as an inactive icon to indicate you have listened
       to the message, and the You have X new voicemail messages banner changes to update the number
       of new messages. You can listen to the voicemail message again by clicking on the inactive icon.

     • Click-to-call to return a call–Users can return a call by clicking the phone number, or by dragging a
       voicemail entry to the Call icon. The click-to-call panel opens and the To: field is populated with the
       phone number in the voicemail list entry. If the user wants to call the contact at a different number,
       and there are other phone numbers for the contact stored in the phone book, the user can select a
       different number from the To: drop-down list. If the destination number is not in the phone book, the
       user can enter it in the To: field.

     • Delete voicemail messages–Remove a voicemail message from the user’s voicemail box by clicking
       the Delete icon.

     • Sort the message list–A sort icon appears next to the column name as the user’s pointer rolls over
       the name. Clicking the icon rearranges the voicemail list, sorting the entries based on the selected
       column. Users can sort the list based on the caller’s name, phone number, date/time message was
       received, and duration of the message.

     • Add a personal contact–Click a caller’s name (Unavailable) or drag a voicemail entry to the Personal
       contacts list in the Phone Book. A Details panel opens so contact information can be entered.

     • View contact information–Click a caller’s name or drag a voicemail entry to the Personal contacts list.
       A Details panel with the contact’s information displays.




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White List Calling
White List Calling allows users to specify the range of phone numbers or specific phone numbers that can
be called. Using a combination of class of service dialing restrictions and the tenant dial plan, Epiphany
limits callers to dialing approved “white” numbers. Consider the following recommendations as you plan
White List Calling:
      • Implement the restrictions at the tenant level for all subscribers.
      • Subscribers are allowed to dial any subscriber within their tenant, which is defined in the public dial
        plan.
      • Include the tenant’s public address pool in the white list.
      • Implement either black list dialing or White List Calling. Do not implement both.

Using White List Calling
When a user dials a phone number, the phone number is analyzed to determine if the user has any
restrictions on the call. If the dialed number is a white list number and the user’s White List Calling call
restriction is enabled, the call proceeds. If the user dials a number other than one that is on the white list,
that call is blocked, and the user hears an announcement.




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