You can select all functions in the navigation line.

1. The function Welcome opens the "NEWS" section.

2. The function Targets is described in D 3. Targets.

3. The function Elements contains the functions "Devices" (see D 4.1) und "Announcements" (see D 4.2).

4. The function Administration contains the functions "Profile" (see D 5.1), "Sites" (see D 5.2),  "Batch Import" (see D 5.3)  and "Phonebook" (see D 5.4).

5. The function DID is described in D 6. DID.

6.The function Help opens our main documentation page.

5.Here you can reset the filter and select with rows should be shown.

1. Next symbols are available:

You can select every item.

You can edit your selection and a new confiration-window is opened.

You can delete the seleted item.

If you push the ADD Symbol  you can add a new target:

In the right corner of the footer line you can see the number of objects.

If you select one or more List-elements (e.g. under Targets) and you open them (double-click), then the selected items are opened in a new configuration window, using different tabs for every item. You can select more then one item and you can close them by clicking the X. If you have made changes in a tab, then the header information in the tab is in italic.

An extension is always the internal number, i.e. you reach participants and services within the company without dialing a “0” first. This internal number is completely independent of the direct dial (external number). Extensions could be also defined without a direct dial (just internal extension) or with a different direct dial for an external caller.

Example:
You want to create an extension, which is accessible internally under the number 111, externally by calling +49 123 456789-111 and the phone number +49 123 456789-112. Furthermore, this extension will also have a desk phone as a device. If the extension isn’t available within 30 seconds, the caller will be forwarded to the voicemail of the extension.

Instructions:

• First, name the extension. Usually the extension name corresponds to the employee's name (example: John Doe).
• Second, assign an extension number. The employee can now be reached at this extension number within the company. If you have only one trunk line, then a direct dial (external number) is created automatically. If you have multiple trunks, you need to choose a "Preferred Outbound Trunk" in the "Configuration". Afterwards, the direct dial will be created automatically. Then your extension is externally accessible at the direct dial +49 123 456789-111. Insert +49 123 456789-112 in the dialog window "Inbound Numbers" to ensure that your extension is also externally accessible at this number. You also have the option to be available only via the second number.
• Finally, select a device. You see a drop-down list with all available devices (the MAC addresses of the devices are shown). The device that you select is immediately accessible at the extension.
• Furthermore, you can also configure the settings such as Voicemail, function keys (BLF), call forwarding, etc. Activate your voicemail and upload your personal announcements, set a parallel ring, if desired, or configure the function keys (BLF) on your desk phone (snom).

Click on Targets in the navigation area. In the main window you can add a new phone extension by clicking the ADD symbol and select phone extension, or double click on an existing phone extension element to change this entry.

You can also define a skill group and skill level in the configuration part of an extension.

A new window with "phone extension" with several sections is shown.

You can create a telephone conference with up to 50 participants, they can dial in and communicate with each other. There are different rights for the conference leader and the participants. The conference leader for example can mute all participants.

Example:

You want to create a conference which is internally available by calling the extension 300.

Instructions:

• Enter a short name for your conference.
• In addition please remember the admin and user PIN. These are important to log into a conference.
• Optionally you can make additional settings, such as the announcement of a new participant in the conference, etc.
• Now you assign the extension number 300 to your conference, so that it is internally accessible.
• If you have only one trunk line, then a direct dial is created automatically. If you have multiple trunks, and the conference needs to be accessed externally, please submit the direct dial +49 123 456789-300 via the dialog box „Inbound Numbers“. Now the conference is externally accessible.

In the administration portal under "Targets", click on the ADD-button and select a new telephone conference. You can also edit an existing conference by double-click.

A new window with "New Conference service" with several sections is shown:

Example:
You want to create a time control, which is accessible externally by calling +49 123 456789-111. In addition the time control should be defined from Monday to Friday, 8:00 to 18:00. Anybody calling within this time will be forwarded to the employee group. If someone calls beyond the specified time, he should be forwarded to thecompany mailbox.

Instructions:
Enter a short name for your time control.

Next create the direct dial +49 111 456 789-300 in the dialog box "Inbound Numbers", so your time control is accessible for external calls. However, you can also add more direct dials.

Please define finally the period of your time control:

• From : Monday To: Friday
• From Time: 08:00 To Time: 18:00
• Destination if Allowed: Group Staff
• Destination if Denied: Company - Mailbox

Special case:
If you still have a lunch break from 12:00 to 14:00 and it is therefore necessary to forward the caller to the company voicemail, you need to connect the two time controls with each other (special case).You create a new time control and define first of all the third interval. I.e., Monday to Friday 12 am to 14 pm. Next choose the the company mailbox as "Destination if Allowed" and the employee group mailbox as "Destination if Denied". Now go back into the existing time control and select the just created new time control as "Destination if Allowed". Thus you have both connected and calls can reach you from Mondays to Fridays from 8 am to 12 am and 2 pm to 6 pm.
Furthermore, you still have the option to set special rules. For example if a public holiday is on weekdays, there you can specify the time control to behave as if it were outside of business hours.

In the serviceportal under "Targets" you click on the ADD-button and select a new time control service. You can also edit an existing time service by double-click.

A new window with "New time control service" with several sections is shown:

A queue is used for the "consolation" of the customer, for example, if there is not enough staff available to answer a call directly. This function is, among other things, used for hotlines.

Example:
You want to create a queue that is internally accessible at the extension 101. Furthermore 2 employees (Agent 1 and Agent 2) should be members of the same queue. If none of the two is available within 60 seconds, the caller will be forwarded to the voice mail of the team leader. Furthermore, the queue is the target for the time control 1 (main time).

Instructions:
1. Enter a short name to your queue and select whether it is an inbound or outbound queue.
2. Allocate the extension number 101 to your queue, so it is accessible internally. If you have only one trunk line, the direct dial (external number) is created automatically. If you have multiple trunks and the queue should be reachable externally, please submit the direct dial +49 123 456789- 101 via the dialog box "Inbound Numbers (external numbers)".
3. Now the queue is available for external calls.
4. Finally select the agents (members) of the queue. In this example these are the extensions "Agent 1" and "Agent 2".

You also define a timeout of 60 seconds and choose the voice mail of the team leader for the "Destination on rejection".

In the serviceportal under "Targets" you click on the ADD-button and select a new queue service. You can also edit an existing queue service by double-click.

A new window with "New group service" with several sections is shown:

A Skill is used to optimize a hotline. You can define skill groups and skill-levels within a group.

Instructions:

• You have an announcement, e.g. "dial 1 for english support or 2 for german support.
• Now you define two skill groups, one names Support-EN the other with Support-DE.
• Now you add those extensions to the skill group, who will bring the support and you define his skill level. The caller is directed to the extension with the highest skill level (if available).
• You must direct the IVR to the skill groups.
• You can also add an extension to a skill under Targets/Phone extensions.

In the serviceportal under "Targets" you click on the ADD-button and select a new Skill service. You can also edit an existing Skill service by double-click.

A new window with "New Skill service" with several sections is shown:

A group is for example a certain number of persons who should be achievable at one (or several) specific telephone number(s). Usually this is used for teams of employees, or departments of a company. In addition, you can configure a pick-up group in the group dialog. The function of a pick-up group is to determine which persons are authorized to put each other on the freely programmable function keys (BLF) on their desk phones (snom, AASTRA) and mutually accept, to monitor and possibly pick up a call from a colleague.

Furthermore, the group dialogue allows you to specify a pick-up group. For example, all members within a pick-up group can answer (pick-up) a call of a co-worker, who is currently unavailable, from their own telephone using a function key (BFL). If a co-worker is not part of a pick-up group, he/she can still add all co-workers to the function keys (BFL) and see when phones are ringing, redirect calls to them or call them with the function key (BFL).The only function, which is not available, is picking up a call**.**

Example:
You want to create a group that is internally accessible at the extension 100. There should be also 2 employees (employee 1 and 2) in this group. If none of the two is available within 60 seconds, the caller will be forwarded to the voicemail of the team leader. Furthermore, this group is the target for the time control 2 (main time).

Instructions:

• Give your group a short name. Then allocate your group the extension number 100, so it is accessible internally. If you have only one trunk line, then a direct dial (external number) is created automatically. If you have multiple trunks, and the group should be accessible for external calls, insert +49 123 456789-100 in the dialog box "Inbound Numbers" to ensure that your extension is also externally accessible at this number.
• Please select finally the members of the group. In this example the extensions are "employee 1" and "employee 2". You also define a timeout of 60 seconds and choose as "Destination if unavailable", the voicemail of the team leader.

Configuration:
In the serviceportal under "Targets" you click on the ADD-button and select a new group service. You can also edit an existing group service by double-click.

A new window with "New group service" with several sections is shown:

An IVR is initially an announcement. The customer then has several interactive features. For example: For sales inquiries, select the "1", for technical support, please select the "2".

Special case:
Announcement before a personal call: You can also use the IVR for playing a personal announcement before the external caller gets forwarded to the actual extension (employees). For this you select "no option" for each target, and set a timeout with the desired extension as timeout target.

Announcement without recording:
The IVR is also intended to play a personal announcement for incoming calls, which are calling outside normal working hours, but without the option to speak to the company mailbox after the announcement. For this you select "no option" for each goal and set a timeout with the timeout target "hang up".

Example:
You want to create an IVR, which is externally accessible by calling +49 123 456789 – 111. Furthermore the caller will be connected with the queue “Technical department” if he selects the "1", with the Marketing group if he selects the "2", with the support if he selects the "3" button. The announcement should be repeated if he presses "#" and the call will be terminated if he presses "*". If none of the defined goals is available within 90 seconds, the caller will be forwarded to the voicemail of the team leader.

Instructions:
Enter a short name for your IVR and select an announcement, which you have previously uploaded under the menu item ELEMENTS / Announcement. But you can also upload directly an announcement by clicking the Add-button.

Next you have to allocate the direct dial +49 123 456789-111 to your IVR using the dialog box "Inbound numbers", so that your IVR is accessible for external calls. However, you can also add more direct dials. The number of direct dials per IVR isn’t limited.

Finally select the targets for the IVR:

1: Queue Technical department

2: Group Marketing

3: Support

#: Repeat

*: Hang up

Timeout Delay(in seconds): 90

Destination on Timeout: Voicemail team leader

In the serviceportal under "Targets" you click on the ADD-button and select a new IVR service. You can also edit an existing IVR service by double-click.

A new window with "new IVR service" with several sections is shown:

An eFax is a virtual fax. With an eFax you receive conventional faxes in PDF format to your email account.

Example:
You want to create an eFax that is internally accessible by the extension 111. All incoming faxes will be sent to the email address max@mustermann.net

Instructions:

• Enter a short name for your eFax.
• Next you assign the extension number 111 to your eFax, so that it is internally accessible. If you have only one trunk line, the direct dial (external number) is created automatically. If you have multiple trunks, you need to choose a "Preferred Outbound Trunk" in the "Configuration".
• Afterwards the direct dial (external number) is created automatically.
• Then your eFax is externally accessible at the direct dial +49 123 456789 - 111.
• Finally select your email address "max@mustermann.de" as destination, so the eFax knows where to send incoming faxes.

In the serviceportal under "Targets" you click on the ADD-button and select a new eFax service. You can also edit an existing eFax service by double-click.

A new window with "New EFax extension" with several sections is shown:

A device is usually a phone. However, there are different types of phones:

• standard device (snom desk phone)
• Conference phone (Polycom SoundStation)
• nPhone (Softphone)
• DECT base (Kirk)
• DECT handset (Kirk)
• FMC device
• ATA (Linksys or Patton)

Select your device to suit your needs. If you need a phone for your office, you usually use a standard device. If you travel a lot, you can use your mobile phone as a FMC device. Or if you need a device for your warehouse, you get a DECT wireless handset, so you are always accessible.

First select in the serviceportal ELEMENTS, then select Devices.

In the "Select (List)"-area you see all configured devices. Here you can edit, delete and change an existing device by double-click.

A new device is realised by the Add-button. Here you can select the device and configure it in a new window (e.g. snom821).

If you have bought your device at your provider, then the device is already configured. If you uses own devices, then please follow the next steps.

Description:

You can either add a new device or select an existing device. In the List-view you can activate, deactivate, edit or delete a device.

If you push the Add-button, then a new window appears.

Here you select your new device.