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Manage Cloud Phone as an administrator

Find out how to manage the features of Cloud Phone as an administrator.

If you'd prefer a visual overview, select See a video tutorial for the administration portal from the menu below.

What do you want to do in the administration portal? 

  • See a video tutorial for the administration portal

    The video tutorial shows how to sign in and navigate the administration portal. Find out where to go to perform common tasks. Start Spark Cloud Phone admin portal video

  • Sign into the administration portal

    1. Go to the administration portal
    2. Enter your username and password – you would have received two emails from Spark with these details
    3. Select Sign in
  • Navigate the administration portal

    When you sign into the adminstration portal you'll see a menu at the top right of the screen and a list of sites to the left. 


    The main menu at the top includes the following:

    • Home: When you sign in you'll be taken to the home screen
    • Profile: This is where you'll update your personal details and change your password
    • Orders: This is where you can view the status of your pending or completed orders
    • Account admin: This is where you can create account administrators
    • My Site: This is where you can view and manage site and user features, for example, hunt groups and auto attendants. You can also set up and manage phone number assignments and view call history for all sites.
    • My Reports: This is where you can generate and export reports for auto attendent, queue stats and call history for all sites.
  • Change your password

    1. Sign in to the administration portal 
    2. Enter your username (this would have been sent to you in an email from Spark)
    3. Enter your password (this would have been sent to you in an email from Spark)
    4. Select the Profile tab from the top left menu
    5. Scroll to the Password field and enter your new password
    6. Confirm the email address by entering it again in the Repeat password to confirm field
    7. Select Save
  • View the status of an order

    This is where you can see a list and status of orders by site.

    1. Sign in to the administration portal
    2. Select Orders from the menu at the top
    3. Sort orders by the heeadings at the top of the table
    4. To view the order you're wanting, select View order
  • Create account administrators 

    1. Sign in to the administration portal
    2. Select Account admin at the top right
    3. Select Create account admin from the top left – the account admin screen will appear
    4. Fill out the contact information and username fields
    5. Choose which sites the user can access from the Select a site section
    6. Under Select user permissions, choose what the admin can access
    7. Select Save
  • Learn about My Site

    The My Site dashboard lets administrators manage users, features and devices for individual sites. This tool also provides reporting for call history as well as a notes facility.


    To find the My Site dashboard

    • Sign in to the administration portal (My Account)
    • Select the My Site tab
    • Select the site you want to view from the menu on the left


    Overview of the menu tabs

    • ​Home screen: A dashboard featuring quick links to the most common tasks. For example, setting business hours, modifying users and resetting user passwords.
    • Phone assignment: Within the initial setup, Spark will create your users and assign them numbers, stations and phones. You can view or manage user profiles, extensions and reset passwords here.
    • Device management: Use this tab to view and manage the status of phones and clients assigned to each site
    • Site services: Manage site services, features and calling plans available at each site. This includes hunt groups, call centres and auto attendants.
    • User features: Edit features and calling plans for individual users at each site. This includes call waiting, call forwarding and monitoring.
    • Call history: View call history for users and numbers at each site. You can also export call history for further analysis.
    • Notes: This is where administrators can add and review site notes
  • Call history

    As an administrator you can view the call history for each number assigned to your account. Call history includes:

    • Start date
    • Start time
    • Calling number
    • Called number
    • Caller ID
    • Caller ID information (city)
    • Call duration
    • Type of call (outgoing, incoming and missed)


    View call history

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Call history from the tabs that appear
    5. Search for the phone number you want to view the call history for, then select the checkbox
    6. Enter the date range you want to review
    7. Select the checkboxes next to the type of calls you want to review
    8. Select Retrieve 
    9. If you want to export the information, select Export – this will produce a .csv option
  • Use My Reports

    This is where you generate reports on call history, call queue and auto attendants.

    1. Sign in to the administration portal
    2. Select My Reports from the top right menu
    3. Select the report type you want from the top left menu, for example, auto attendant, queue stats or call history
    4. Select the following filters:
      a. Select sites
      b. To select phone numbers, select Get phone numbers first. Select the phone numbers you want reports on.
      c. Select date range
    5. Select Retrieve
    6. Select Export if you want to download a .csv file

What site feature would you like to manage? 

  • Manage your voice portal

    The voice portal lets administrators record greetings through any telephone. To access your voice portal, call your voice portal phone number, sign in and follow the audio prompts.  

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the tabs that appear
    5. Select Voice portal from the left menu
    6. The list of curent voice portal numbers will show


    Change the voice portal number

    1. Follow steps one to six above
    2. Select Remove number 
    3. Select a new number to display from the dropdown menu
    4. Select Save


    Change the voice portal extension

    1. Follow steps one to six above
    2. Enter a valid extension
    3. Select Save


    Change the voice portal password

    1. Follow steps one to six above
    2. Enter the new password
    3. Enter the new pasword again to confirm it 
    4. Select Save
  • Manage office anywhere

    The office anywhere feature allows you to receive or place calls from any phone set up with the office anywhere feature. It also allows you to switch calls between their desktop and mobile phones, mid-conversation.

  • About hold music

    Hold music lets you play music while your customers wait on hold. It will let them know they're still connected. There are two options:

    • System: The default Cloud Phone music will play
    • Custom: Lets you upload a customised message. For example, an advertisement or company overview.


    Manage music on hold

    1. Sign in to the administration portal
    2. Select My Site from the top right
    3. Select a site from the left menu
    4. Select Site services from the tabs that appear
    5. Select Music on hold from the left menu
    6. Select the System or Custom checkbox to choose what music source you’d like to play
    7. If you select Custom you’ll need to upload a .wav file. Do this by selecting Upload announcement.
    8. Select the On hold and/or Call park checkboxes to choose when the audio file will play
    9. Select Save 

How would you like to transfer a call?

  • Blind transfer

    1. Select Transfer during a call to place the call on hold
    2. Enter the number you want to transfer to
    3. Select B Trans 
  • Semi-attended transfer

    1. Select Transfer during a call to place the call on hold
    2. Enter the number you want to transfer to
    3. Select Send 
    4. Select Transfer when you hear the dial tone
  • Attended transfer

    1. Select Transfer during a call to place the call on hold
    2. Enter the number you want to transfer to
    3. Select Send 
    4. Select Transfer when the second party answers

How would you like to place a call?

  • Place a call

    1. You can either:
      a. Enter the phone number when the handset is idle
      b. Select the speaker button to enter the pre-dialing screen, then enter the number
    2. If there's more than one line assigned to your handset as outgoing lines, select Line to select a line to dial from
    3. Select the phone button, speaker button or OK button to call
  • Place a call from the local directory

    1. Select the down arrow when the handset is idle
    2. Select the up or down arrow to choose the number you want to call
    3. Select the phone button or speaker button to call


    Place a call from call history

    1. Select History when the handset is idle
    2. Select the call history list
    3. Select the up or down arrow to choose a call
    4. Select the phone button or the speaker button to place the call
  • Place a call from the redial list

    1. Select the phone button when the handset is idle
    2. Select the up or down arrow to choose a call
    3. Select the phone button or the speaker button to place the call


    Place a call using the speed dial key

    Hold down the speed dial key to call the preset number.

How would you like to transfer a call?

  • Blind transfer

    1. Select Options during a call
    2. Select Transfer
    3. Enter the number you want to transfer a call to
    4. Select Transfer 
  • Semi-attended transfer

    1. Select Options during a call
    2. Select Transfer
    3. Enter the number you want to transfer the call to
    4. Select the phone button, speaker button or OK button
    5. Select Transfer when you hear the dial tone
  • Attended transfer

    1. Select Options during a call
    2. Select Transfer
    3. Select the phone button, speaker button or OK button
    4. Select Transfer after someone answers the call
  • Forward a call

    To enable call forwarding on a specific line:

    1. Select OK to enter the main menu
    2. Select Call features
    3. Select Call forward
    4. Select the up or down arrow to highlight a line
    5. Select OK 
    6. Select the up or down arrow to highlight the forwarding type:
      a. Always: Incoming calls are always forwarded
      b. Busy: Forward incoming calls when the line is busy
      c. No answer: Forward incoming calls if not answered after a period of time
    7. Select OK 
    8. Select Enabled from the Status field
    9. Enter the number you want to forward the incoming calls to in the Target field
    10. For No answer, select the left or right arrow in the After ring field to choose the time before the call's forwarded
    11. Select Save

What user feature would you like to manage?

  • Reassign devices to another user

    A device refers to the type of handset assigned to a user. You don't need to create a new profile if a user needs a different device.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Add/Modify users from the dashboard, or select Phone assignment from the My Site menu     
    5. Select the user you want to update
    6. Select Edit
    7. Select the Phone and model assignment tab
    8. Select the options you want from the dropdown menus
      Note: If the user already has a device you might need to unassign this first.
    9. Select Assign
  • Reassign a profile to another user

    To reassign an existing profile to another user:

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Add/Modify users from the dashboard, or select Phone assignment from the My Site menu     
    5. Select the user you want to update
    6. Select Edit
    7. Select the User Info tab  
    8. Update the First Name, Last Name, User ID and Email sections
    9. Select Save 
    10. Select Reset My Phone password 
    11. Select Reset voicemail password 
    12. Select save 
    13. The new user will be sent emails with their new My Phone and voicemail passwords 
  • Reassign the Receptionist Console to another user

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Receptionist from the left menu
    6. Remove the checkbox under Active for the person you wish to remove the receptionist console from. Add it to the new person you would like to assign the receptionist console to. 
  • Change a user's name

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Phone assignment from the options at the top
    5. Select the user you want to change
    6. Select Edit
    7. Select the User info tab
    8. Update the existing user's name and ID, and any other information
    9. Select Save


    Note: The new user will have the same phone number as the previous user, but the profile will now display the new name.


    Reset a user’s voicemail password

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Phone assignment from the options at the top
    5. Select the number or user you want to reset the voicemail password for
    6. Select Edit
    7. Select the User info tab
    8. Select Reset voicemail password
    9. The user will get an email with a new voicemail password


    Reset a user's My Phone password

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Phone assignment from the options at the top
    5. Select the number or user you want to reset the My Phone password for
    6. Select Edit
    7. Select the User info tab
    8. Select Reset My Phone password
    9. The user will get an email with a new voicemail password
  • Update a user's calling line ID

    The calling line ID is the number that will display when the user rings someone. 

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Phone assignments from the options at the top
    5. Select the user you wish to edit
    6. Select Edit
    7. Select the User info tab from the bottom section
    8. Using the dropdown arrow next to the Caller ID number field select the new Caller ID number that you would like to display
    9. Select Save
  • Call monitoring (busy lamp)

    Call monitoring lets someone see if a user is on a call or able to take a call. An administrator can set up call monitoring against an individual user.

     

    Set up call monitoring

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Monitor a line from the My Site dashboard, or select User features from the options at the top and select Monitoring from the left menu
    5. Select the user you want to allow monitoring capability
    6. Select Edit
    7. Drag and drop users between the columns called Phones not monitored and Monitored phones
    8. To get alerts if a call is parked against a monitored link, select the Call park notification checkbox
    9. Select Save

     

    Call monitoring lights (busy lamp)

    To monitor each user's phone status, use the lights that display on your call console on your IP desk phone.

    • Green: Available
    • Red: On a call
    • Flashing amber light: The user's phone is ringing

    The number of lines on the user's phone determines the number of phones you can monitor.

  • Barge in

    Barge in lets a user barge in on an existing call by dialling the feature access code for directed call pick up with barge in. The user then needs to enter the user’s extension they want to barge in on.  

    Note: This feature can also be enabled by users through the My Phone portal.


    Set up barge in

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Barge in from the left menu
    6. Select the user you want to configure
    7. Select Edit 
    8. Select the checkbox next to Do not allow users to barge in to turn this feature off 
    9. Select the checkbox next to Play barge in warning tone to turn the tone on
    10. Select Save
  • Call waiting

    • Call waiting lets you receive a second call while already on a call 
    • If you answer the second call your current call will go on hold 
    • If you're on a call and a second call comes in you'll hear a tone alerting you to the new call and the caller ID will show 
    • If you choose to answer the second call your first caller will go on hold


    Note: This feature isn’t recommended for lines in hunt groups because it takes precedence over line hunting.


    Set up call waiting

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Call waiting from the left menu
    6. Select the user you want to set up call waiting for
    7. Select the Call waiting checkbox to turn on call waiting
  • Set up business continuity

    The business continuity feature lets you get calls if there's disruption to your service. The feature can be set up by an administrator, or by a user through the My Phone portal. The following details outline the steps for administrators to set up business continuity.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set business continuity from the My Site dashboard, or select User features from the options at the top
    5. Select Business continuity
    6. Select the user you want to add business continuity to
    7. Select Edit
    8. To forward the call to an internal number
      a. Select Forward calls to > internal
      b. Select a phone number from the dropdown menu
      c. Select Send to voicemail to direct the call to the forwarding number’s voicemail
      d. Select Save
    9. To forward the call to an external number
      a. Select Forward calls to > external
      b. Enter the number to forward to
      c. Select Save
  • Set up privacy options

    The privacy feature allows you to exclude particular users (such as senior executives) from being monitored, or reached via an auto attendant queue. 


    Set up privacy options for a user 

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Privacy from the left menu
    6. Highlight the user you want to set up 
    7. Select Edit
    8. To stop people from being able to call the user from an auto attendant queue via their extension number, select the checkbox next to the Do not allow dialing to user extension
    9. To stop people from being able to reach the user from an auto attendant queue by dialing their first or last name, select the checkbox next to Do not include user first name or last name in the lookup 
    10. To choose who can monitor the user’s phone, select the checkbox next to Enable selective monitoring by others. Drag and drop the users from the Available monitoring to Authorized monitoring columns to suit your needs.
    11. Select Save
  • Set up push to talk

    Push to talk lets users use their IP phones as intercoms. By letting a user contact another extension and causing the called station to answer automatically, push to talk delivers a convenient intercom by using equipment already in place.

     

    To turn on push to talk for a user

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Push to talk from the left menu
    6. Select the user you want to set up 
    7. Select Edit
    8. Select the Enable auto answer or push to talk calls via speakerphone checkbox to turn this feature on for the user
    9. Select if the user is to have one-way or two-way communications with the called party by selecting the checkboxes
    10. Specify how you want the user's access list to work by selecting the relevant checkbox: 
      a. White list: Selected users can make push to talk calls to the user
      b.  Black list: Selected users are blocked from making calls to the user
    11. Drag and drop users between the Available and Assigned user lists 
    12. Select Save

What do you want to do?

  • Voicemail and messaging

    All users get a voicemail account and can manage their messages from the My Phone portal. An administrator can also manage users voicemail and other unified messaging options.


    Manage a user's voicemail

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Unified messaging from the left menu
    6. Select the user from the list
    7. Select Edit
    8. From the voice messaging section, select one of the following options:
      a. On (busy and unanswered calls go to voicemail)
      b. Always (all calls go to voicemail)
      c. Off (no voicemail)
    9. Select Save


    Manage a user's additional settings

    1. Follow steps 1-7 above
    2. To send a notification to a mobile number or email address when a user has a message, go to the additional settings section, select the Email checkbox and enter an email address
    3. You can let callers transfer from voicemail by dialing zero. To allow this, select the checkbox next to Transfer on zero to phone number, and enter a phone number.
    4. Select Save

    Note: SMS as a notification option isn't available.


    Manage a user's message storage

    1. Follow steps 1-7 above
    2. Go to the message storage section
    3. If you select System mailbox, a user can access their messages via their phone or My Phone portal
    4. If you select External mailbox, all messages will go to a specified email address. The file formats will be a .wave (voicemail or .tiff (fax).
    5. Selecting the message waiting indicator on the phone triggers a light on the user's phone
    6. Select Save


    Manage a user's voicemail greetings

    1. Follow steps 1-7 above
    2. Go to the greetings section
    3. Enter the number of rings in the Number of rings before playing greeting field
    4. Select the type of message the caller will hear when the phone is busy
      a. System greeting
      b. Personal greeting – upload a .wav file of your custom greeting
    5. Select the type of greeting the caller will hear when there's no answer
      a. System greeting
      b. Personal greeting – upload a .wav file of your custom greeting
    6. Select Save
  • Set up fax to email 

    Fax to email lets users manage their fax messages from any location. You can send faxes as email attachments. You can assign fax number to each user, so you need an inbound number for each user to assign the fax number to.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Unified messaging from the left menu
    6. Select Edit on a user
    7. Scroll to the Fax messaging section
    8. Select On
    9. Select an available number to receive inbound faxes for the user from the dropdown menu
    10. Enter an Extension for the fax number
    11. From the Message storage area, select External mailbox
    12. Enter the user's email address
    13. Scroll to the bottom of the page and select Save

What do you want to do?

  • Sharing

    Sharing lets you choose other devices to share your profile settings with. Shared line appearance lets users receive or place calls from another user's line. They can also see the status of that line from the line key on their own phone.

  • Use shared call appearance

    A user can have more than one device assigned to their phone number. The devices share the same line appearance so they all behave the same. An example would be a user has shared call appearance on the following devices:

    • Desk phone
    • Home phone
    • Cloud Phone desktop client
    • Cloud Phone mobile client


    An incoming call will ring on all devices using shared call appearance on your account.

    If you turn on a feature on one device, it'll activate on all the other devices you have shared call appearance on.

  • Set up sharing

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Share a line from the My Site dashboard, or select User features from the options at the top and select Sharing
    5. Select the user from the list
    6. Select Edit
    7. Select the Sharing tab
    8. From the sharing settings section select the required settings:
      a. Alert all appearances for click to dial calls: When someone makes a click to dial call, all shared devices ring
      b. Alert all appearances for group paging calls: If a user is part of a paging group, calls to the group will alert all devices in the group
      c. Call park notification: When a user receives a parked call, all shared devices will get an alert
    9. In the table below, select the checkbox in the Shared column next to the devices you want to share with
    10. Select Save

    Note: You can select up to 35 devices for users assigned a Premium Station type. You can select up to five devices for Standard Station users.

What would you like to do?

  • Auto attendants

    A virtual receptionist that answers and directs calls to specific departments or users. Callers will hear options to select, for example, press one for sales, two for service or three for support. You can set up schedules to define business hours, after hours and public holidays. You can also set the appropriate messages and call routing options.

  • Set up the auto attendant

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up auto attendant from the My Site dashboard, or select Site services from the options at the top and select Auto attendant from the left menu
    5. Select the auto attendant you want to edit
    6. Select Edit

    Note: The auto attendant has two modes. There's one for business hours and the other for after hours. Each mode allows you to set up options from one to nine. When the caller hears the auto attendant, they need to select the option that will send them to the right number.

  • Set up a schedule for the auto attendant

    You can set up a schedule so calls will be answered during out of office times, including public holidays.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up auto attendant from the My Site dashboard, or select Site services from the options at the top and select Auto attendant from the left menu
    5. Select the auto attendant you want to edit
    6. Select Edit
    7. In the Scheduling field, select the time schedule you want to add to the auto attendant
    8. Under Dialing options, select Site
    9. Select the Enable extension dialing without requiring a menu item checkbox
  • Set up the auto attendant dialing menu

    1. Sign in to the administration portal
    2. Select My Site
    3. Select a site from the left menu
    4. Select Set up auto attendant from the My Site dashboard, or select Site services from the options at the top and select Auto attendant from the left menu
    5. Select the auto attendant you want to edit
    6. Select Edit
    7. Select the number you want, then select the dropdown menu
    8. From the list select the transfer action
    9. Enter the extension or phone number in the Telephone number field
    10. Enter a name in the Description field
    11. Repeat the previous steps for each dialing menu option you want to set up

    Note: The status Not used is the default action for a number that isn't being used.

  • Add a greeting to the auto attendant

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up auto attendant from the My Site dashboard, or select Site services from the options at the top and select Auto attendant from the left menu
    5. Select the auto attendant you want to edit
    6. Select Edit
    7. Select Default to hear the default greeting. This provides options for numbers one and two.
    8. To personalise your greeting select Custom
    9. Select Upload to upload a greeting file. It should provide prompts to the caller matching the options you have set up in the dialing menu.
  • Generate auto attendant reports

    Auto attendant reports provide information about call volumes and route options.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up auto attendant from the My Site dashboard, or select Site services from the options at the top and select Auto attendant from the left menu
    5. Select the auto attendant you want to edit
    6. Select Edit
    7. Select the Date range box and select a range or create a custom range
    8. Select Apply
    9. Select Generate to create the report

What would you like to do?

  • Hunt groups 

    A hunt group distributes calls from a single phone number to a group of users. Hunt groups are included as part of your Cloud Phone solution. Spark will set up any initial hunt groups you need, otherwise an administrator can set up and edit a hunt group for your business. 

    Note: There's no extra charge for hunt groups or users. Hunt groups can contain users from more than one site and users can be part of more than one hunt group.

  • Edit a name or caller ID of a hunt group

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up hunt groups from the My Site dashboard, or select Site services from the options at the top and select Hunt group from the left menu
    5. Select the hunt group you want to edit
    6. Select Edit
    7. The hunt group options will show
    8. Fill out the Incoming call section to give your hunt group a name, caller ID and extension
    9. Select Save
  • Add or remove users from hunt groups

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up hunt groups from the My Site dashboard, or select Site services from the options at the top and select Hunt group from the left menu
    5. Select the hunt group you want to edit
    6. Select Edit
    7. Under the Number selections tab, drag and drop users from the Available for assignment and Assigned to hunt group columns to add and remove users from a hunt group
    8. Select Save
  • Set up how hunt groups manage calls

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up hunt groups from the My Site dashboard, or select Site services from the options at the top and select Hunt group from the left menu
    5. Select the hunt group you want to edit
    6. Select Edit
    7. Select the Settings tab
    8. You can choose a call routing setting for the hunt group numbers. Select from the following settings:
      a. All at once: All phones in your hunt group will ring at the same time and the first user to pick up will answer the call
      b. One at a time:

    i. Ring in a circular sequence: Distributes calls in a fixed order to users within the hunt group
    ii. Distribute evenly: An incoming call will go to the user who has been idle the longest
    iii. Ring in the order of the selected number: Incoming calls go to the first available person, always starting from the first person on the call list
    iv. Weighted: Calls go to users according to a predefined weighting. If you want to use this option, you'll need to set up weighted percentages first

    9. Select the checkbox next to Advance to next number after # rings and choose the number of rings. The calls move onto the next available user after this occurs
    10. Select the checkbox next to Advance when busy if you want the call to advance immediately if the user is busy
    11. Select Save

  • Set up call forwarding

    Direct calls to a different number if the users in the hunt group don't answer a call within a set number of rings:

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up hunt groups from the My Site dashboard, or select Site services from the options at the top and select Hunt group from the left menu
    5. Select the hunt group you want to edit
    6. Select Edit
    7. The hunt group options will show
    8. Select the Settings tab and scroll down to the forwarding section
    9. Expand the Forwarding section
    10. Select the Forward after a set number of rings checkbox
    11. Select the number of rings from the dropdown menu
    12. Either:
      a. Select Forward calls to destination and enter an internal, external or extension number
      b. If voicemail is available you can select the checkbox to send unanswered calls to voicemail
    13. Select Save
  • Set up business continuity

    Forward calls to a different number if the hunt group isn't reachable.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Set up hunt groups from the My Site dashboard, or select Site services from the options at the top and select Hunt group from the left menu
    5. Select the hunt group you want to edit
    6. Select Edit
    7. The hunt group options will show
    8. Select the Settings tab and scroll down to the busines continuity section
    9. Expand the Business continuity section
    10. Select the If not reachable forward calls to # checkbox
    11. Enter the destination phone number
    12. Select Save

What do you want to do?

  • Call queues

    In a call queue, calls will queue in the cloud until someone is available to take the call. You can set up custom entrance, wait, comfort, hold or overflow messages. Administrators can also view reports on call queue activity.

  • Edit a name or caller ID of a call queue

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queues from the left menu
    6. Select the call queue you want to edit
    7. Select Edit
    8. Go to the Settings tab
    9. Change the fields you want to edit:
      a. Name
      b. Caller ID
      c. Extension 
    10. Select Save
  • Set up a call queue's distinctive ring and ring sequence

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queues from the left menu
    6. Select the call queue you want to edit
    7. Select Edit
    8. Go to the Settings tab
    9. Expand the Distinctive ringing section
    10. Select the Enable distinctive ringing checkbox
    11. Select the ring pattern from the dropdown menu
    12. Expand the How do you want your phones to ring section
    13. Select a ring pattern for the call queue:
      a. All at once: All phones in your call queue will ring at the same time and the first user to pick up will answer the call
      b. One at a time:

    i. Ring in a circular sequence: Distributes calls in a fixed order to users within the call queue
    ii. Distribute evenly: An incoming call will go to the user who has been idle the longest
    iii. Ring in the order of the selected number: Incoming calls go to the first available person, always starting from the first person on the call list
    iv. Weighted: Calls go to users according to a predefined weighting. If you want to use this option, you'll need to set up weighted percentages first

    14. Expand the Calls queue size section
    15. Enter the number of calls to be held in a queue
    16. Select the checkbox if you'd like to play ringing when offering a call
    17. Select Save

  • Assign a call queue agent

    Users must be assigned as a call queue agent before they can go into a call queue.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top 
    5. Select Call queue from the left menu
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Agent assignments tab. You'll be able to see how many licences you have available and in use.
    9. Filter by site
    10. Assign agents by dragging and dropping users between the Available agents and Assigned agents columns
    11. Select Save
  • Agent settings

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queues from the left menu
    6. Select the call queue you want to edit
    7. Select Edit
    8. Go to the Settings tab
    9. Scroll down and expand Agent settings section
    10. Select the checkbox to allow more than one call per agent (call waiting on) 
    11. Select the checkbox to enable calls to agents in wrap-up state
    12. Select Save
  • Edit bounced calls settings

    Bounced calls are those that have gone to an available agent, but the agent doesn't answer.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu
    6. Select the call queue you want to edit
    7. Select Edit
    8. Go to the Settings tab
    9. Scroll down and expand the Bounced calls section 
    10. If you want to specify the number of rings before a call is considered bounced, select the checkbox next to After # rings and enter the number of rings
    11. If needed, select the If agent becomes unavailable while routing checkbox
    12. If needed, select the Alert if call on hold for longer than # seconds checkbox, and enter the number of seconds
    13. If needed, select the Alert if call on hold by agent for longer than # checkbox, and enter the number of seconds
    14. Select Save
  • View call queue reports

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Queue reports tab
    9. Enter a date range for the report
    10. Select Queue/agent stats to run the report
    11. Select Export if you want to export the report

    Note: You can also see the current number of calls in the Reports info section.

What would you like to do with call centres?

  • Call centres

    Adds another dimension to hunt groups and call queues. It's great for businesses that have a dedicated inbound call centre. Call Centre fuctions include: 

    • Dedicated web-based portals for agents and supervisors
    • Customisable music for callers to listen to while they're on hold. You can also customise entrance, wait and comfort messages. 
    • Configurable overflow and night service settings
    • Multiple call distribution and routing policies 
    • Ability to customise agent settings including availability and wrap up settings
    • Supervisor tools: The supervisor can track the status of agents, give an escalation path, act as an agent and take calls, move calls in a queue and view activity and reports
    • Agent tools: Ability to escalate to supervisors, use whisper messages and disposition codes

    Note: Call centre agents are a chargeable feature. Agents must be on a Premium profile. Individual call centre queues aren't chargeable. Call centre queues can contain agents from more than one site and agents can be part of more than one queue.

  • Set up a call centre

    Spark will set up your initial call centre for you. Once set up, you'll be able to edit your call centre settings.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. You can make changes to the details under each of the six tabs
    9. Select Apply to save your changes

    Note: You must assign agents to a call centre before you can use it. Supervisors are optional.

     

    Delete a call centre

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Lead numbers from the left menu
    6. Select the call centre from the list
    7. Select Unassign
  • Change call centre name, caller ID or extension

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to edit
    7. Select Edit
    8. Select the Profile tab 
    9. Change the details in the Call centre info section
    10. Select Save
  • Manage how your call centre rings by first following these steps: 

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to edit
    7. Select Edit
    8. Select the Profile tab

     

    Turn on distinctive ringing

    1. Follow steps one to eight above 
    2. In the Distinctive ringing section, select the checkbox next to Enable distinctive ringing
    3. Select a ring pattern from the dropdown menu
    4. Select Save
     
    Choose how your phone rings
     
    1. Follow steps one to eight above
    2. In the How do you want your phones to ring section, select the checkbox next to how you want your phone to ring. You can choose between all at the same time or one at a time.
      a. All at the same time rings all users and the first person to pick up will take the call
    3. If you choose one at a time, select the order you want your phones to ring in from the dropdown menu
      a. Ring in a circular sequence: Distributes calls in a fixed order to users within the hunt group
      b. Distribute evenly: An incoming call will go to the user who has been idle the longest
      c. Ring in the order of the selected number: Incoming calls go to the first available person, always starting from the first person on the call list
      d. Weighted: Calls go to users according to a predefined weighting. If you want to use this option, you'll need to set up weighted percentages first.
    4. Select Save
  • Change call queue size 

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to edit
    7. Select Edit
    8. Select the Profile tab 
    9. In the Call queue size section, enter the queue size amount in the Queue size field
    10. Select the checkbox next to Play ringing when offering call if you want the caller to hear ringing between music/announcement and their call being answered
    11. Select Reset caller statistics upon queue entry if you want this to happen
    12. Select Save
  • Change agent settings

    This is where you can set how you'd like agents to receive calls, including in the wrap-up state.
     

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to edit 
    7. Select Edit
    8. Select the Profile tab 
    9. In the Agent settings section, select the checkboxes next to the options you want to apply:
      a. Allow multiple calls per agent: When checked, agents will receive more calls while they're on a call
      b. Enable calls to agents in wrap-up state: When checked, agents will receive calls when they're in a wrap-up state
      c. Enable maximum wrap-up timer to x: Set a time limit for agents to wrap up a call. The highest time is 60 minutes
      d. Automatically set agent state after calls: Be able to change an agent's state to available, unavailable or wrap-up after they hang up a call
      e. Automatically answer calls after waiting x seconds: Set a time limit that the call centre will wait until it answers a call for an agent
    10. Select Save
  • Manage bounced calls

    A bounced call occurs when a call is waiting for an agent to answer, but for some reason the agent can't answer the call.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to edit
    7. Select Edit
    8. Select the Profile tab 
    9. In the Bounced calls section, select the checkboxes next to the options you want to apply:
      a. After x rings: Choose the number of rings until a call bounces
      b. Transfer to: Choose to transfer the call somewhere else
      c. If agent becomes unavailable while routing: Will bounce a call if an agent becomes unavailable during the transfer of the call
      d. Alert if call is on hold for longer than x seconds: Select the number of seconds until an agent gets a notification about the call on hold
      e. After being on hold by an agent for longer than x seconds: Select the number of seconds until a call bounces if it's on hold by an agent
    10. Select Save
  • Assign call centre agents and supervisors

    In the Assignments section of the call centre, you can see how many agents and supervisors licences are available for a site. You can choose from this list who you want to be an agent or a supervisor. 

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to edit
    7. Select Edit
    8. Select the Assignments tab
    9. Under the Licenses info section, you'll be able to see how many licenses you have and how many are in use
    10. Select a site you want to assign agents and supervisors to from the Filter by site dropdown menu
    11. Select the Agent or Supervisor checkboxes next to the user to assign licenses to them. If you want to change someone from an agent to a supervisor or vice versa, you'll  need to deselect the checkbox first.
    12. Drag the agents to the Assigned agents section and drag the supervisors to the Assigned supervisor section 
  • Manage dialed number identification service (DNIS)

    Administrators can choose to show the called number information instead of the calling name and number. To manage the DNIS options:

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to edit
    7. Select Edit
    8. Select the DNIS tab
    9. Select the checkboxes next to the options you want to apply:
      a. Display DNIS number to agent instead of calling number
      b. Display DNIS name to agent instead of calling name
    10. Select Save

     

    Edit priority settings

    Calls are usually sent to an agent in the order they arrive in a call queue. They are then given a priority from zero (highest) to three (lowest). You can give calls a different priority based on the time they've been in the queue. 

    1. Follow steps one to eight above
    2. Go to the Priority settings section
    3. Select the checkboxes next to the options you want to apply and choose the number of seconds until a call priority changes
    4. Select Save

     

    Add and remove DNIS

    You can choose to direct more phone numbers to a call centre and have the same group of agents answer the calls.  

    1. Follow steps one to eight above
    2. Go to the Add/Remove DNIS section
    3. Select Add and fill out the fields that apply
    4. Select Save
  • Manage disposition and unavailable codes

    You can use disposition and unavailable codes to generate reports about agent activity. 


    Disposition codes

    You can use disposition codes to track the outcome or status of a call. An agent can assign this code during a call or when wrapping up a call. You can generate a report using these codes to see a view of all calls.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. Select the Codes tab
    9. Select Disposition from the left menu
    10. Select the checkbox next to Enable call disposition codes. You can choose to make disposition codes mandatory. You can also choose if you want to use the default codes or your own custom list.
    11. Select Save

    Note: To choose which codes you want to use, expand the Default code list section and select the checkboxes. To add custom codes, expand the Custom code list section and select Add.


    Unavailable codes

    These codes are used to track reasons why agents go into an unavailable status.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. Select the Codes tab
    9. Select Unavailable from the left menu
    10. Select the checkbox next to Enable agent unavailable codes. You can choose to fill out the three optional fields below
    11. You can also choose to make the use of unavailable codes mandatory. Select the checkbox next to Force use of agent unavailable codes with default code.
    12. Select Save

    Note: To choose which codes you want to use, expand the Default code list section and select the checkboxes. To add custom codes, expand the Custom code list section and select Add.

  • Generate reports

    You can see up to 48 hours of data in the Reports info section of the call centre. 

    The queue statistics you can gather are: 

    • Calls abandoned 
    • Number of agents staffed
    • Number of agents talking
    • Wait time
    • Busy overflows
    • Calls abandoned
    • Calls answered
    • Calls timed out
    • Calls transferred


    The agent statistics you can gather are:

    • Average calls
    • Calls handled
    • Total minutes
    • Total calls
    • Unanswered calls
    • Hold time
    • Talk time
       
    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call Centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. Select the Reports tab. In this section you'll be able to see how many calls are currently in the queue. Select Refresh to get an updated count.
    9. To run a report enter a start and end date, then select Queue /A gent stats
    10. If you want to export the information, select Export

What would you like to set up?

  • Set up an entrance message

    The entrance message is the message that will play when a caller first enters the call queue.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Expand the Entrance settings section
    10. Select Entrance message from the left menu
    11. Select the Play entrance message checkbox
    12. Select the Entrance message is mandatory when played checkbox if you want every caller to hear the message
    13. Expand the Announcement recording upload section
    14. Select Default to add the system greeting
    15. Select Custom to add a personalised greeting
    16. For a customised greeting, upload your personalised greeting file
    17. Select Save
  • Set up a wait message

    The wait message lets callers know where they are in the queue and the estimated wait time.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Select Wait from the left menu
    10. To enable wait messages, select the Enable estimated wait message for queued calls checkbox
    11. To announce the caller's queue position, select the Announce queue position checkbox and specify the number of callers in the queue before it plays 
    12. To announce the caller's wait time, select the Announce wait time checkbox and specify the number of  minutes before the announcement plays
      Note: You can play a high volume message by selecting the checkbox next to Play high volume message next to both options. Wait messages are based on your specified call handling time. Enter your average call handling time in minutes in the Default handling time section. The default is set to five minutes.
    13. Select Save
  • Set up a comfort message

    Add a message that plays between the entrance message and music on hold.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Select Comfort from the left menu
    10. Select the checkbox if you want to play a comfort message
    11. Enter the time in seconds you want to set between messages
    12. Select Default to add the system greeting
    13. Select Custom to add a personalised greeting
    14. For a personalised greeting, upload your greeting file
    15. Select Save
  • Set up a hold message

    Play a hold message (or music) to callers who are waiting in the queue before they're transferred to a user.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Select Hold from the left menu
    10. Select the Enable music on hold checkbox
    11. If you want to have an alternate source for internal calls, select the checkbox
    12. Go to the Announcement recording upload section
    13. Select Default to add the system greeting
    14. Select Custom to add a personalised greeting
    15. For a personalised greeting, upload your greeting file
    16. If you've selected the alternate source for internal calls checkbox, you'll need to repeat steps 12 to 15
    17. Select Save
  • Set up an overflow message

    When the queue reaches its size limit, calls will go into overflow.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Select Overflow from the left menu
    10. From the dropdown menu select the treatment to apply to overflow calls
    11. If needed add an overflow queue wait time
    12. Select the checkbox to play an announcement
    13. Select Default to add the system greeting
    14. Select Custom to add a personalised greeting
    15. For a personalised greeting, upload your greeting file
    16. Select Save

What would you like to do with call pick up groups?

  • Call pick up groups

    A call pick up group lets you answer a colleague's phone without leaving your desk. If you hear a phone in your group ringing, dial the code *98 on your phone to pick up that call. You'll need to be added to a group to be able to use this feature.

  • Set up a call pick up group

    1. Sign in to the administration portal 
    2. Select My Site at the top right 
    3. Select a site from the left menu 
    4. Select Site services from the options at the top 
    5. Select Park/pick up from the left menu 
    6. Select Pick up tab from the top 
    7. Select Add 
    8. Enter the call pick up group name in the Group name field 
    9. Select OK 
    10. Drag and drop users from the Available for assignment list to the Assigned to group list 
    11. Select Save 

    Note: A user can only be in one call pick up group.

  • Edit a call pick up group

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Park/pick up from the left menu
    6. Select Pick up tab from the top
    7. Go to the group and select Edit
    8. You can edit the group name or drag and drop users between the Available for assignment list and the Assigned to group list
    9. Select Save

    Note: All users in the call pick up group can pick up an incoming call from anyone else in the group.

  • Pick up a call using your phone

    When a call pick up group has been set up, answer the phone of someone in your group by dialling *98 on your own phone.

What would you like to do with call park?

  • Call park prerequisites and restrictions

    • Group call park is a site level feature and can only include users from the same site
    • A user can only be assigned to one call park group
    • A site may have more than one call park groups
    • Call park group names must be unique
  • Set up call park

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Park / Pick up from the left menu
    6. Select the Park tab at the top
    7. Select Add
    8. Enter a group name and select OK
    9. Select the dropdown menu next to Recall to
    10. Select the recall desitination, which is where the call will go if it isn't picked up
    11. Drag and drop users between the Available for assignment column and the Assigned to group column
    12. Select Save
  • Edit a call park group

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Park / Pick up from the left menu
    6. Select the Park tab from the top
    7. Select the group you want to edit
    8. From here you can:
      a. Change the group name
      b. Change the recall options
      c. Drag and drop users between the Available for assignment column and the Assigned to group column
    9. Select Save
  • Delete a call park group

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Park / Pick up from the left menu
    6. Select the Park tab from the tab
    7. Select the call park group you want to delete
    8. Select Delete
    9. Select Yes

Which call park global settings do you want to set up?

  • Set up directed call park

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Park / Pick up from the left menu 
    6. Select the Park tab from the top
    7. Select Global settings 
    8. Go to the Directed call park section
    9. Select the recall destination for directed call park (*68) from the Recall dropdown menu
    10. Select Save
  • Set up all parked calls

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Park / Pick up from the left menu 
    6. Select the Park tab from the top
    7. Select Global settings 
    8. Go to the All parked calls settings section these settings apply to directed call park (*68) and group call park (*58)
    9. Select a distinctive ring pattern for recalled calls from the Ring pattern dropdown menu
    10. Select the time a call is on hold for before it reverts back to the user or hunt group
    11. Select Save

What would you like to do with event schedules?

  • Event schedules

    Event schedules let you choose to redirect calls to a different number based on the time of day, day of the week and public holidays.

  • Set up event schedules

    You can set up schedules using the auto attendant for business hours or holidays.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top 
    5. Select Schedule from the left menu
    6. The schedule page will appear and you can add, edit or delete schedules here

    Note: If you create extra schedules they won't impact the auto attendant. Users can also set up their own schedules via the My Rules section in the My Phone portal. During a holiday schedule, callers will route to the after hours settings.

  • Update your default auto attendant business hours schedule

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Auto attendant from the left menu
    6. Select Auto attendant business hours 
    7. Select Edit
    8. Fill out the required fields
      a. Enter a name for the event / day in the Name field
      b. Select the All day event checkbox if this event is occurring all day from 12am to 11.59pm
      c. Select a start date and time for the event
      d. Select an end date and time for the event
    9. Select the recurrence pattern requirements:
      a. Select None for a one-time only event
      b. Select Weekly for an event that occurs the same day and time each week
      c. Select Yearly for an event that occurs the same month, day and time each year
    10. If you want this event to reoccur weekly, go to the Recur every one week on option
    11. Select the checkbox next to the day of the week
    12. Select Save

    Note: Make sure you update all daily listings in your schedule.

  • Add an event to the default auto attendant holiday schedule

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Auto attendant from the left menu
    6. Select Auto attendant holiday
    7. Select Edit
    8. For a public holiday schedule you'll need to add a new event for each public holiday
    9. Select Add
    10. Fill out the required fields
      a. Enter a name for the event in the Name field, for example, Christmas
      b. Select the All day event checkbox if this event is occurring all day from 12am to 11.59pm
      c. Select a start date and time for the event
      d. Select an end date and time for the event
    11. Select the recurrence pattern requirements:
      a. Select None for a one-time only event
      b. Select Weekly for an event that occurs the same day and time each week
      c. Select Yearly for an event that occurs the same month, day and time each year
    12. Select Save

    Note: Repeat this step for all holidays you want to add.

  • Change an event in my schedules

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Auto attendant from the left menu
    6. Select the event
    7. Select Edit
    8. Make the changes you need to, or select the schedule and select Delete to remove the event

    Note: Once your schedules are set up you can assign them to auto attendants or other services. This ensures call flows to your business reflect these times.

What would you like to do with conferencing?

  • Conferencing

    Cloud Phone's conferencing tool is Meet Me Conferencing. It's included as a feature for premium users. Once it's installed it can be used at any time, making it useful for impromptu meetings. Businesses can have more than one Meet Me Conferencing bridge per site. To use this feature, a two-way number needs to be available and an administrator needs to set up conferencing for users and assign moderators.

  • Set up conferencing

    An administrator must set up conferencing before a user can use it. To do this:

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Conferencing from the left menu
    6. Select the conference bridge you want to set up
    7. Select Edit
    8. Fill out the conference bridge settings 
    9. Select Save


    Settings you can change

    The settings an administrator can change for a user are the:

    • Name
    • Caller ID
    • Toll free number
    • Time zone
  • Assign moderators

    An administrator can assign moderators and users to make conference calls.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Conferencing from the left menu
    6. Select the conferencing bridge you want to edit
    7. Select Edit
    8. Go to the Total and available licences section – you'll see how many licences are in use and available
    9. Select Moderator selections
    10. Drag and drop users from the Available for assignment column to the Assigned list
    11. Select Save
  • Edit moderator settings

    1. Sign in to the administrator portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Conferencing from the left menu
    6. Select the conferencing bridge you want to edit
    7. Select Edit
    8. Select the Moderator selections tab
    9. Select the moderator you want to edit from the Assigned to conference bridge column
    10. Select Edit
    11. You can edit:
      a. The conference title
      b. The notification when an attendee leaves or joins
      c. The number of simultaneous attendees that can be on the bridge at the same time. The default is 20 and you can change this to anything between three and 147.
      d. The ability to mute all attendees
      e. Whether a moderator is needed to start a conference
      f. Whether the conference ends when the moderator leaves
    12. Select Save

    Note: You can see a list of recordings made by the moderator by selecting the Recordings tab. Select the recording you want to download. They'll be kept for 30 days before they're deleted.

  • Get a utilisation report

    You can see the usage of the Meet Me Conferencing feature by viewing the utilisation report.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Conferencing from the left menu
    6. Select the conferencing bridge you want to view
    7. Select Edit
    8. Select the Utilisation report tab
    9. Select Allocated to see what percentage of ports are allocated
    10. In the Reports section you can run reports for all hours in a date or time range. Enter the start and end dates and times and select Utilisation report.

What do you want to do with call forwarding?

  • There are three types of call forward settings:

    Call forward always: Incoming calls are always forwarded to the specified number or voicemail

    Call forward busy: Incoming calls are forwarded to a different number or voicemail if the phone is busy

    Call forward no answer: Incoming calls are forwarded  to a different number or voicemail after a specified number of rings

  • Always forward calls to an internal number or voicemail

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Call forward always from the left menu
    6. Select the user you want to update the settings for
    7. Select Edit
    8. Select Internal
    9. Select the Internal phone number dropdown menu, or select the voicemail checkbox
    10. Select the number to forward your calls to
    11. Select Save


    Always forward calls to an external number

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Call forward always from the left menu
    6. Select the user you want to update the settings for
    7. Select Edit
    8. Select External
    9. In the Phone number field, enter the number you want the calls to forward to. This can be a mobile number.
    10. Select Save
      Note: You can set a ring reminder by selecting the Ring reminder checkbox.
  • Forward calls to an internal number when busy

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Call forward busy from the left menu
    6. Select the user you want to update
    7. Select Edit
    8. Select the Busy tab
    9. Select Internal
    10. Select the Internal phone number dropdown menu, or select the voicemail checkbox
    11. Select the number you want to forward calls to
    12. Select Save

     

    Forward calls to an external number when busy

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Call forward busy from the left menu
    6. Select the user you want to update the settings for
    7. Select Edit
    8. Under Forward to, select External
    9. Enter the number to forward the call to
    10. Select Save
  • Forward calls to an internal number when there's no answer

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Call forward no answer from the left menu
    6. Select the user you want to update the settings for
    7. Select Edit
    8. Under Forward to, select Internal
    9. Select the Internal phone number dropdown menu and select a number to forward calls to, or select the voicemail checkbox
    10. Select the number of rings before the call forwards
      Note: The default is three rings.
    11. Select Save

     

    Forward calls to an external number when there's no answer

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Call forward no answer from the left menu
    6. Select the user you want to update the settings for
    7. Select Edit
    8. Under Forward to, select External
    9. Enter the phone number to forward to - this can be a mobile number
    10. Select the number of rings before the call forwards
      Note: The default is three rings.
    11. Select Save
  • Forward calls to an internal number when they aren't reachable

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Business continuity from the left menu
    6. Select the user you want to update the settings for
    7. Select Edit
    8. Under Forward to, select Internal
    9. Select a number to forward calls to from the Internal phone number dropdown menu, or select the voicemail checkbox
    10. Select Save

     

    Forward unreachable calls to an external number

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Business continuity from the left menu
    6. Select the user you want to update the settings for
    7. Select Edit
    8. Under forward to, select External
    9. Enter the number to forward to in the Phone number field - this could be a mobile
    10. Select Save
  • Stop forwarding all calls

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Call forward always
    6. Select the user you want to edit
    7. Select Edit
    8. Select the Do not forward checkbox
    9. Select Save

What would you like to do for group paging?

  • Group paging

    Group paging lets a user set up a one-way call or group page to a up to 75 target users. To do this, users dial a number or extension. Users can make a simultaneous call to all the target users and they'll get an announcement that the system is ready for paging. After speaking, the user ends the call by hanging it up. 

    Note: Known bugs include group paging auto answer / busy lamp field. Polycom has confirmed there’s a bug that when phones are assigned with busy lamp field, and when a monitored phone initiates group paging, the monitoring phones may not auto answer the paging call. There’s not a fix yet – the workaround is to remove busy lamp field or answer paging calls manually if phones don’t auto answer.

  • Set up group paging originators

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top  
    5. Select Group paging from the left menu
    6. Select the group you want to edit
    7. Select Edit
    8. Select the Paging originators tab
    9. Using the filter, generate a list of the available users by searcing by site or first or last name
    10. Select the users and drag and drop them between the Available for assignment and Assigned to group columns 
    11. Select Save

    Note: From the Group paging settings above you can select whether you want to display the page grouping ID or the page originator when a call is made.

  • Set up group paging targets

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top  
    5. Select Group paging from the left menu
    6. Select the group you want to edit
    7. Select Edit
    8. Select the Paging targets tab
    9. Using the filter, generate a list of the available users by searcing by site or first or last name 
    10. Select the users and drag and drop them between the Available for assignment and Assigned to group columns 
    11. Select Save

What would you like to do with hoteling?

  • Hoteling 

    Hoteling lets a user’s phone profile, number, features and calling plan be temporarily loaded onto a shared (host) phone. It has two features: hoteling host (multi-user phone) and hoteling guest (transportable profile). These features work together to let the customer designate specific phones (hosts) that users (guests) can temporarily sign in to and use as their own phone. When a guest signs in to a host phone, their user profile is transferred to the device. The host device then becomes the user’s primary device while they are signed in.

  • Set up a host station 

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Phone assignment from the options at the top
    5. Search for a station to be a host device, then select it
    6. Select Edit
    7. Select the Phone and model assignment tab 
    8. Select a model from the Model dropdown menu
    9. Select the Multi-user phone checkbox to enable this device as a host phone
    10. To limit the time a guest may use this host device, select the Settings button
    11. Select the Enforce association limits checkbox and enter the number of hours you want to limit users to
    12. Select Save
  • Set up a user station

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top  
    5. Select Hoteling guest from the menu on the left
    6. Select the user you want to set up
    7. Select Edit
    8. Select the checkbox next to Yes to let the user be a hoteling guest, or select the checkbox next to No to turn it off 

What would you like to do with outbound calling rules?

  • Outbound calling rules  

    Cloud Phone lets you manage the outbound calling plans for each site or for an individual user. The call types that can be controlled are as follows:

     

    • Internal: Calls within your own company – both within your own site and to users at other sites/locations
    • Local: Calls placed with in your local calling area
    • Freephone: Calls to toll free numbers with a prefix of 0508 or 0800
    • National calls: Long distance calls to other regions of New Zealand
    • International: These are calls to international numbers with a prefix of 00
    • Operator assistance: Any call requiring operator assistance. Including calls to numbers with a prefix of 010 and 0170.
    • Directory assistance: These are chargeable calls to numbers with a prefix of 018 or 0172
    • Special Service Calls I: Calls made to mobile or paging numbers with a prefix of 020, 021, 022, 026, 027, 028 or 029
    • Special Service Calls II: Not used right now  
    • Premium Service Calls I: Calls made to premium rate numbers with a prefix of 0900  
    • Premium Service Calls II: Not used right now
  • Set up or view outbound calling rules for a specific user

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select User features from the options at the top
    5. Select Outbound calling from the left meu 
    6. Select the user you want to set up or view
    7. Settings are greyed out if the user is set up with the standard outbound calling rules for the site. To change them select the Customer setting checkbox.
    8. Make any changes you want to
    9. Select Save
  • Set up outbound calling rules at a site level

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top 
    5. Select Outbound calling from the left menu
    6. Select the action required for each call type:
      a. Allow: Calls may be placed to destination type
      b. Authorisation code required: User must enter a predefined code to place the call to the destination type
      c. Block: Calls are blocked to the destination type
      d. Transfer to first: Calls to any number will be transferred to the first transfer number defined in the transfer number section
      e. Transfer to second: Calls to any number will be transferred to the second transfer number defined in the transfer number section
      f. Transfer to third: Calls to any number will be transferred to the third transfer number defined in the transfer number section
    7. Choose if the specified call types can be transferred or forwarded to another number by selecting the checkbox under Transfer / Forward. If selected, users can transfer or forward the call to another number.
    8. Select Save
  • Set up authorisation codes

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top 
    5. Select Outbound calling from the left menu
    6. Select Authorisation codes
      a. Select Add
      b. Enter a description and the code. Note: codes must be numeric and between two and 14 digits long.
      c. Select Save
  • Set up transfer to number

    If you’d like attempted calls to specific destination types to be transferred, the numbers must be set up.

    1. Sign in to the administration portal 
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top 
    5. Select Outbound calling from the left menu
    6. Expand the Transfer number tab
    7. Enter the transfer to number in the appropriate one, two or three fields

Which call routing option do you want to set up?

  • Set up overflow treatment

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Select Overflow from the left menu
    10. Select what action you'd like to take for overflow calls from the dropdown menu
    11. If needed, add an overflow queue wait time by selecting the checkbox and choosing the number of seconds
    12. Select the checkbox next to Play announcement before overflow processing if you want to let the caller know when they're about to be transferred
    13. Go to the Announcement recording upload section
    14. Select Default to use the system greeting
    15. Select Custom to add a personalised greeting
    16. For a personalised greeting, upload your greeting file
    17. Select Save
  • Set up stranded calls or stranded  – unavailable routing

    A stranded call is a call that's being processed by a queue that has no agents available to take the call.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. Select the Routing tab
    9. Select:
      a. Stranded calls from the left menu
      b. Stranded – unavailable from the left menu
    10. In the Stranded calls settings section, select the action you want for stranded calls:
      a. Leave in queue
      b. Perform busy treatment
      c. Transfer to phone number
      d. Night service
      e. Play ringing until caller hangs up
      f. Play announcement until caller hangs up
    11. Go to the Announcement recording upload section
    12. Select Default to use the system greeting
    13. Select Custom to add a personalised greeting
    14. For a personalised greeting, upload your greeting file
    15. Select Save
  • Set up comfort bypass routing

    Comfort bypass lets calls that are likely to be answered quickly hear ringing or a message instead of a comfort message or hold music.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. Select the Routing tab
    9. Select Comfort bypass from the left menu
    10. Select the action you want to take from the Comfort bypass settings section:
      a. You can choose to bypass the comfort message if a call will take less than x seconds to answer
      b. Select the checkbox next to Play announcement after ringing for x seconds
    11. Go to the Announcement recording upload section
    12. Select Default to use the system greeting
    13. Select Custom to add a personalised greeting
    14. For a personalised greeting, upload your greeting file
    15. Select Save
  • Set up forced forward routing

    Forced forward  diverts calls to a different number on a temporary or emergency basis. Calls in the queue aren't affected but new calls will be forwarded.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. Select the Routing tab
    9. Select Forced forward from the left menu
    10. In the Forced forward settings section:
      a. Select the checkbox next to Forced forward on to turn it on, and enter a number to forward calls to
      b. Select the checkbox next to Allow feature access codes to configure forced forward
      c. Select the checkbox next to Play announcement before forwarding
    11. Go to the Announcement recording upload section
    12. Select Default to use the system greeting
    13. Select Custom to add a personalised greeting
    14. For a personalised greeting, upload your greeting file
    15. Select Save
  • Set up holiday or night service routing

    Holiday and night service let you route calls that come in during times marked as holidays or non-business hours in your schedules.


    Set up holiday routing

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. Select the Routing tab
    9. Select Holiday service from the left menu
    10. Choose an action to perform from the dropdown menu, and enter a phone number if you choose to transfer the calls
    11. Select the holiday or time schedule from the dropdown menu. You'll need to set up a holiday schedule in advance.
    12. Go to the Announcement recording upload section
    13. Select Default to use the system greeting
    14. Select Custom to add a personalised greeting
    15. For a personalised greeting, upload your greeting file
    16. Select Save

     

    Set up night service routing

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call centre from the left menu
    6. Select the call centre you want to set up
    7. Select Edit
    8. Select the Routing tab
    9. Select Night service from the left menu
    10. Choose an action to perform from the dropdown menu, and enter a phone number if you choose to transfer the calls
    11. Select the schedule from the dropdown menu. You'll need to set up a schedule in advance.
    12. For night service you can also select the checkboxes to choose to:
      a. Force night service even if it's still regular business hours
      b. Allow feature access codes override night service
      c. To play an announcement before night service action
    13. Select the checkbox next to Normal or Manual under the Announcement to play mode section. When Manual is chosen the Announcement record upload section will let you upload and play a different message if night service is in forced mode.
    14. Go to the Announcement recording upload section
    15. Select Default to use the system greeting
    16. Select Custom to add a personalised greeting
    17. For a personalised greeting, upload your greeting file
    18. Select Save

Which announcement would you like to manage?

  • Set up an entrance message

    The entrance message is the message that will play when a caller first enters the call queue.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Expand the Entrance settings section
    10. Select Entrance message from the left menu
    11. Select the Play entrance message checkbox
    12. Select the Entrance message is mandatory when played checkbox if you want every caller to hear the message
    13. Go to the Announcement recording upload section
    14. Select Default to use the system greeting
    15. Select Custom to add a personalised greeting
    16. For a personalised greeting, upload your greeting file
    17. Select Save
  • Set up a wait message

    The wait message lets callers know where they are in the queue and the estimated wait time.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Select Wait from the left menu
    10. To enable wait messages, select the Enable estimated wait message for queued calls checkbox
    11. To announce the caller's queue position, select the Announce queue position checkbox and specify the number of callers in the queue before it plays 
    12. To announce the caller's wait time, select the Announce wait time checkbox and specify the number of  minutes before the announcement plays
      Note: You can play a high volume message by selecting the checkbox next to Play high volume message next to both options. Wait messages are based on your specified call handling time. Enter your average call handling time in minutes in the Default handling time section. The default is set to five minutes.
    13. Select Save
  • Set up a comfort message

    Add a message that plays between the entrance message and music on hold.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Select Comfort from the left menu
    10. Select the checkbox if you want to play a comfort message
    11. Enter the time in seconds you want to set between messages
    12. Go to the Announcement recording upload section
    13. Select Default to use the system greeting
    14. Select Custom to add a personalised greeting
    15. For a personalised greeting, upload your greeting file
    16. Select Save
  • Set up a hold message

    Play a hold message (or music) to callers who are waiting in the queue before they're transferred to a user.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu 
    6. Select the call queue you want to edit
    7. Select Edit
    8. Select the Announcements tab
    9. Select Hold from the left menu
    10. Select the Enable music on hold checkbox
    11. Go to the Announcement recording upload section
    12. Select Default to use the system greeting
    13. Select Custom to add a personalised greeting
    14. For a personalised greeting, upload your greeting file
    15. Select Save
  • Set up a call whisper message

    A call whisper message is a short announcement that plays to the agent when they answer a call centre call. It can let them know if a call is from a queue or a direct call to their extension.

    1. Sign in to the administration portal
    2. Select My Site at the top right
    3. Select a site from the left menu
    4. Select Site services from the options at the top
    5. Select Call queue from the left menu
    6. Select the call queue you want to set up
    7. Select Edit
    8. Select the Announcements tab
    9. Select Call whisper from left menu
    10. Select the checkbox next to Play call whisper message
    11. Go to the Announcement recording upload section
    12. Select Default to use the system greeting
    13. Select Custom to add a personalised greeting
    14. For a personalised greeting, upload your greeting file
    15. Select Save

What would you like to do?

  • Learn about monitored lines (Busy Lamp)

    Users that have been set up as monitored lines on your handset will show as entries on your phone’s line buttons. A light next to the user will show their current status:

    • Red: On a call
    • Green: Available
    • Flashing red: Their phone is ringing

    Once an monitored line has been set you'll be able to:

    • See the users status
    • Speed dial the user directly from your phone
    • Pick up the users incoming calls Transfer a call back to the user if you answered it for them
  • Speed dial a monitored contact

    1. Select the line button next to the user's name
    2. Your phone will start dialing the user
  • Pick up a call from someone you're monitoring

    1. A flashing red light next to a user will show they have an incoming call
    2. Select the button while it's flashing to redirect the call to your phone
    3. When you answer the call the incoming caller’s details will show on your phone
  • Transfer a call back to a monitored contact

    1. With the caller on the line, select Transfer. This looks like two phones with an arrow between them.
    2. Select the monitored line you want to transfer the call to
    3. When someone answers the call, announce the call
    4. Select Transfer again to complete the transfer
    5. If the person refuses the call before completing the transfer, select More, then End call
    6. Select Resume to go back to the original caller
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