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TM User Guide Copyright © 1997-2010, j2 Global Communications, Inc. All rights

TM User Guide Copyright © 1997-2010, j2 Global Communications, Inc. All rights reserved. eReceptionist™ is a registered trademark of j2 Global Communications, Inc. eReceptionist™User Guide Copyright © 1997-2010 j2 Global Communications, Inc. All rights reserved. eReceptionist™is a registered trademark of j2 Global Communications, Inc. 1 Table of Contents Welcome! 2 Access Your Account 2 Keep Your Account Secure 3 Support Center 3 Quick Set Up 4 Step 1 — Manage Extensions 4 Step 2 — Set Up Call Routing 4 Step 3 — Create a Welcome Greeting 4 Next Steps . . . 4 Manage Extensions 5 Edit Extension Info 5 Set Up Call Routing 6 Manage Call Routing Schedules 8 Set Call Options 9 Set Voicemail Options 10 User-Recorded Greetings 11 Admin Customisations 12 Set Up Extensions 12 Add Extensions 12 Remove Extensions 12 Disable the Auto Attendant 13 Admin-Controlled Greetings 13 Use Your Extension 16 Answer Calls 16 Make Calls (Dialing the Full Number) 16 Make Calls (Using Speed Dial) 16 Transfer Calls 17 Hold Calls 17 Check Voicemail by Phone 18 Block Calls 18 View Call History 19 Maintain Your Speed Dial List 19 Appendix One — Pocket TUI Guide 20 Appendix Two — Useful Terms 21 Appendix Three — Features Overview 22 eReceptionist™User Guide Copyright © 1997-2010 j2 Global Communications, Inc. All rights reserved. eReceptionist™is a registered trademark of j2 Global Communications, Inc. 2 Welcome! Welcome to eReceptionist! This User Guide walks you through the initial configuration of your eReceptionist account. It also provides instructions for answering and making calls, checking voicemail, and using each of the advanced features. Most of the procedures in this Guide require that you log into the account either online or by telephone. Refer to the Access Your Account section below for details. Access Your Account After account sign-up, log in information (main number, extension, and password) is sent to the Admin in a Welcome Email. Each extension user set up by the Admin also receives a Welcome Email with their access information. Log In Online 1. Go to www.ereceptionist.co.uk. 2. Click Log In at the top of the screen. 3. Enter the main eReceptionist number, the extension, and the password for the exten- sion in the appropriate fields. IMPORTANT! For the main number, include the country code and drop the initial 0. For example, the UK number beginning with 0207 is input as 44207. 4. Click the LOG IN button. Log In by Telephone 1. Dial the main eReceptionist number. 2. Enter the extension when the Welcome Greeting starts. 3. Press the * key when the Extension Greeting starts. 4. Enter the extension password and press the # key. If the password includes the letters Q and/or Z, press 7 for Q and press 9 for Z. TIP: Use the Pocket TUI Guide to navigate the telephone user interface. Welcome! eReceptionist™User Guide Copyright © 1997-2010 j2 Global Communications, Inc. All rights reserved. eReceptionist™is a registered trademark of j2 Global Communications, Inc. 3 Keep Your Account Secure It is a good idea to regularly change your password and to activate the Secret Question and Answer user verification feature. Change Your Password Passwords must be 4-10 alphanumeric characters. To change your password: 1. Click the Account Settings link at the top of the My Account page. 2. Click the Password link. 3. Click the Change Password tab. Follow the onscreen instructions to change and save your password. Change Your Secret Question and Answer If you forget your password, the Secret Question and Answer feature verifies that you are an approved user of the account. To modify your secret question and answer: 1. Click the Account Settings link at the top of the My Account page. 2. Click the Password link. 3. Click the Secret Question tab. Follow the onscreen instructions to change and save your information. Support Center For answers to common questions use the eReceptionist FAQ page, available through the Help link in the main eReceptionist page. You can also call or email us with your question: Email Phone Hours In the UK support@ereceptionist.co.uk +44 (0)203 070 1000 M-F 08:00-17:00 GMT In France support@ereceptionist.fr +33 (0)1 70 70 76 60 M-F 09:00-18:00 CET In The Netherlands support@ereceptionist.nl +31 (0)20 717 6860 M-F 09:00-18:00 CET Welcome! eReceptionist™User Guide Copyright © 1997-2010 j2 Global Communications, Inc. All rights reserved. eReceptionist™is a registered trademark of j2 Global Communications, Inc. 4 Quick Set Up Here are three quick steps for getting started with eReceptionist. Step 1 — Manage Extensions Each eReceptionist account comes with three extensions. The “Admin Extension” is created during account sign-up. For help setting up the other two extensions, refer to Set Up Exten- sions. Each extension must have at least one Call Routing number and an email address for receiving voicemail. Depending upon the size of your company, you may need to purchase additional exten- sions. Refer to the Add Extensions section for details. If you decide you do not want to use extensions, turn off the Auto Attendant. Step 2 — Set Up Call Routing Each extension can forward calls to up to three different numbers before going to voice- mail. This allows the extension user to receive calls anywhere at any time of day. Determine where you would like to forward calls and whether you need to create a sched- ule for the time of day/days of the week. If no Call Routing numbers are added, calls go straight to voicemail. For more information, refer to the steps in the Call Routing section. Step 3 — Create a Welcome Greeting After you have determined the number of extensions you need and configured them for use, you'll need to create a welcome greeting. This greeting is the first thing callers hear when they call your eReceptionist number and will assist them in selecting an extension. To record a new Welcome Greeting over the phone, or to request a professionally-recorded Welcome Greeting, refer to the Admin-Controlled Greetings section. Each account comes with one free professionally-recorded greeting to get you started! Next Steps . . . G Visit Use Your Extension for easy-to-use steps for making and answering calls, speed dialing, blocking calls, checking voicemail, and more (both Admin and users). G Customise your extension using the features and options described in Manage Exten- sions (both Admin and users). G Perform additional account customisations (Admin only). Quick Set Up eReceptionist™User Guide Copyright © 1997-2010 j2 Global Communications, Inc. All rights reserved. eReceptionist™is a registered trademark of j2 Global Communications, Inc. 5 Manage Extensions Effective extension management includes editing contact information for extensions already set up in the account, as well as setting up Call Routing and Call/Voicemail Options. Additional tasks may include overriding or deleting your Call Routing schedule or activating user-recorded greetings. Most of these tasks can be performed by both users and the Admin. If the procedures differ by role, then those differences are noted where applicable. Edit Extension Info Extension Info is contact data for a particular extension for all system-related com- munication and extension log in. If you have not yet set up the extension you want to edit, then follow the steps in the Set Up Extensions section. To edit extension info: 1. Log into your account online and go to Manage Extensions. Users skip to Step 5. 2. Admin only: Click the Edit link that corresponds to the extension you wish to edit. 3. Admin only: Change the number assigned to the extension in the Extension # field (on the Info tab). This number can be up to two digits. IMPORTANT! Changing the number assigned to an existing extension deletes ALL voicemail messages stored for that extension (you may also have to change your greetings). 4. Admin only: Change the extension assignee in the Name or Department field. This data populates the Manage Extensions table. 5. Change the password assigned to the extension in the Password field (on the Info tab). It must be 4 to 10 alphanumeric characters. 6. Re-enter the password in the Confirm New Password field. 7. Change the email address associated with the extension in the Email Address field. This becomes the default voicemail forwarding address, unless the Admin or user has already changed the voicemail forwarding address in the VM Options tab. Users skip to Step 9. 8. Admin only: Check the Set this user as administrator checkbox to assign Admin rights to this extension. IMPORTANT! Only one extension can have Admin rights. Each time Admin rights are assigned to an extension, they are removed from the previous Admin's extension. 9. Click Update. Manage Extensions eReceptionist™User Guide Copyright © 1997-2010 j2 Global Communications, Inc. All rights reserved. eReceptionist™is a registered trademark of j2 Global Communications, Inc. 6 Set Up Call Routing Let’s consider an example of how Call Routing works. I work Monday through Friday, from 9:00 a.m. to 6:00 p.m., but since I work from home occasionally, I may not be at my office desk when callers attempt to reach me. I also have a mobile phone that I carry uploads/Management/ ereceptionist-guide.pdf