Customer Administration Portal User Guide

Customer Administration Portal
User Guide

Table of Contents
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SECTION 1: CUSTOMER ADMINISTRATION PORTAL OVERVIEW 5
1.1 Administrator vs. End User 6
SECTION 2: WIDGETS 6
2.1 Personalize 6
2.2. Learn more about a widget 6
2.3 View all widget content 6
SECTION 3: CUSTOMER ADMINISTRATION PORTAL ACCESS 7
3.1 Log-in 7
3.2 Edit Profile 7
SECTION 4: DASHBOARD TAB 8
4.1 Order Status Widget 8
4.1.1 View Orders 8
4.2 Location Widget 8
4.2.1 Zoom and Pan 8
4.2.2 View Device Details 8
4.2.3 View Street Map / Satellite Imagery 9
4.3 Manage Phone System Widget 9
4.3.1 Manage an Individual Phone or Fax Extension 10
4.3.2 Manage Multiple Extensions 11
4.3.3 Reassign Extension to Another User 11
4.3.4 Buy Additional Services 11
4.3.5 Initiate Number Porting 12
4.3.6 Download Extension Details as CSV 12
4.3.7 Sync a Password Across All ANPI VIP Applications 13
4.3.8 Manage Phone and Fax Extension Features 14
SECTION 5: SERVICES TAB 24
5.1 Number Porting Status Widget 24
5.2 Devices Widget 24
5.2.1 What Is Hoteling? 24
5.2.2 Hoteling Host and Hoteling Guest 25
5.2.3 Enable Hoteling for a User 25
5.3 Auto Attendant Widget 27
5.3.1 Buy Auto Attendant 27
5.3.2 Configure Auto Attendant 27
5.3.3 Configure Advanced Auto Attendant 32
5.4 Virtual / Toll Free Numbers Widget 35
5.4.1 Buy Virtual and Toll Free Numbers 35
5.4.2 Assign Virtual and Toll Free Numbers 36
5.4.3 Unassign Virtual and Toll Free Numbers 36
5.5 Hunt Group Widget 36

Table of Contents
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5.5.1 Hunting Policies 36
5.5.2 Call Policies 36
5.5.3 Add or Modify a Hunt Group 37
5.5.4 Remove a Hunt Group 38
5.5.5 Advanced Call Routing Rules 38
5.6 Music on Hold Widget 39
5.7 Conference Bridge Widget 39
5.7.1 Buy Conference Services 39
5.7.2 Reassign Moderator (for Add-On Audio Conferences only). 40
5.8 Virtual Extensions Widget 40
5.8.1 Buy Virtual Extension 40
5.8.2 Edit Virtual Extensions 41
5.9 Receptionist Widget 41
5.9.1 Assign User 41
5.9.2 Configure the Receptionist Client 41
SECTION 6: OTHER SERVICES TAB 43
6.1 Call Recording Widget 43
6.1.1 Configure Users 43
6.1.2 Manage Settings 43
6.1.3 View My Recorded Calls 43
6.1.4 View Supervised Calls 44
6.2 Hosted Fax Widget 45
6.2.1 Configure Fax 46
6.2.2 Manage Settings 46
6.2.3 Send Fax 47
6.2.4 View Fax 48
6.3 Storage Widget 48
6.3.1 View Total Storage Available/Used by the Company 49
6.3.2 View the Storage Used by an Individual Service 49
SECTION 7: CALL CENTER TAB 49
7.1 Call Center Statistics Widget 49
7.2 Call Center Widget 52
7.2.1 Modify Call Center Settings 52
7.2.2 Add Queue 56
7.2.3 Edit Queue Settings 57
7.2.4 Delete Queue 70
SECTION 8: BUY SERVICES TAB 72
8.1 Add-on Services Widget 72
SECTION 9: REPORTING TAB 73
9.1 Call Log Widget 74
9.2 Traffic Summary Widget 75

Table of Contents
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SECTION 10: ADMINISTRATION AND ACCESS TAB 76
10.1 Administration and Access widget 76
10.1.1 Add Users 76
10.1.2 Download User Details as CSV 76
10.1.3 Remove Users 77
10.1.4 Edit User Settings 77
10.1.5 Reset Passwords 80
SECTION 11: SUPPORT TAB 81
11.1 Contact Us Widget 81
11.1.1 Send us Feedback 81
11.1.2 Technical Issues 81
11.1.3 Speak To a Representative 81
11.1.4 Email 81
11.2 Tickets Widget 82
SECTION 12: SCHEDULES TAB 82
12.1 Schedules Widget 82
12.1.1 Global/Location Schedules 83
12.1.2 Creating, Editing and Deleting Schedules 83
SECTION 13: ACCOUNT SETTINGS 86
SECTION 14: COMPANY SETTINGS 87
SECTION 15: FREQUENTLY ASKED FUNCTIONS 88

Hosted UC: Customer Administration Portal
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Section 1: Customer Administration Portal Overview
ANPI has designed the most advanced Customer Administration Portal on the market to manage the
ANPI Hosted Unified Communications (UC) solution. Administrators and End Users can control every
aspect of the solution in one place with the point-and-click simplicity of widgets. This design also
allows users to personalize their Customer Administration Portal experience.
ANPI Hosted UC Private Label customer will have a Customer Administration Portal with their own
branding to provide to each of their customers. This document is designed to provide direction on
how to use the Customer Administration Portal. The ANPI VIP brand is used for directional purposes.

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1.1 Administrator vs. End User
Every Hosted UC solution includes a Customer Administrator Portal for the company’s
Administrator, as well as individual Customer Administrator Portals for every seat or End User. The
Administrator has access to the entire company’s phone system and can manage and edit every seat.
The End User has access to his/her own seat and services only.
Section 2: Widgets
Every page within the Customer Administration Portal is comprised of widgets. Widgets are
individual windows on a web page that isolate applications and functionality. You can easily organize
the widgets for a fully personalized experience (for example, you can place the two widgets you use
the most at the top of the page).
2.1 Personalize
• Move the cursor to the top of the widget.
• Click and drag that widget to the desired location.
• To expand or reduce a widget, click the lower right-hand corner, and drag to the desired size.
2.2. Learn more about a widget
• Hover the cursor over the feature title or icon.
• A description box will pop out with a definition of that feature.
2.3 View all widget content
• Click on the arrows in the upper right-hand corner.
• The widget will expand.
• To close, click on the arrows again.

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Section 3: Customer Administration Portal Access
Below are instructions on how to access your Customer Administration Portal, and how to edit
individual profiles. Both the Administrator and every End User will receive credentials via email from
ANPI to access their individual Portal.
3.1 Log-in
• Go to vip.anpi.com.
• Enter username and password.
o Username and password information is emailed to every customer shortly after
order completion.
3.2 Edit Profile
• Click on the arrow next to the name in the upper right-hand corner to:
o Upload a profile picture
o Change password
o Change security questions
o Manage opt-ins
• Click on the arrow next to the company name in the upper right-hand corner to:
o Edit company name
o Edit company phone number
o Edit company address
o Change time zone

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Section 4: Dashboard Tab
The main page is what is known as the Dashboard, and gives you an overview of the entire phone
system.
4.1 Order Status Widget
The most recent orders are displayed in this widget. Orders marked have been placed, but not
yet fulfilled. Orders marked have been completed.
4.1.1 View Orders
1. Click View Order; or
2. Click to open a PDF version.
4.2 Location Widget
Locate all activated devices worldwide in this widget.
4.2.1 Zoom and Pan
To zoom in and out:
1. Click and ; or
2. Use the scroll button on the mouse.
To pan up, down, left or right, click .
4.2.2 View Device Details
1. Click , or on the map.
Note: indicates a cluster of phones; the other two icons indicate an individual active or
inactive phone.
2. The Location widget displays:

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▪ Device
▪ Phone Number
▪ City
▪ Country
▪ First Activity
▪ Recent Activity
▪ Status
4.2.3 View Street Map / Satellite Imagery
To view a street map of a device location, click .
To view satellite imagery of the device location, click .
Note: Initially, when no phones are activated, the widget displays the message “No phones activated.”
Location widget: Status indicator
The status of each device is indicated by color.
= Device is activated and working.
= Device is disconnected.
4.3 Manage Phone System Widget
Administrators use this widget to:
• Manage phone or fax features associated with individual and multiple extensions
• Reassign extensions
• Buy services
• Initiate number porting
• Download extension details as CSV
• Sync a username and password across all ANPI VIP applications

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4.3.1 Manage an Individual Phone or Fax Extension
1. To manage extension features, locate the extension in the list and click Edit.
2. To edit the extension number itself, click the number and enter a new one.
3. Manage Extension Features for more information.

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4.3.2 Manage Multiple Extensions
1. To manage all extensions, check the box on the menu bar. All extensions listed below it are
automatically selected.
OR
To select particular extensions, check the box next to each extension you want to manage.
2. Click Edit at the bottom of the column.
3. Click the Previous and Next buttons to access each extension.
4. See Manage Extension Features for more information.
4.3.3 Reassign Extension to Another User
1. Click Reassign.
2. Click the drop-down arrow and select a username.
Note: To add a new user, see the Administration and Access widget; Add Users.
3. Click Save.
4.3.4 Buy Additional Services
1. Click Buy Services.

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2. Choose Core Services, Auto Attendant Services, Conference Services or Other Services.
3. Find the services to buy and click Add to Cart. Note: If buying Core Services, click the item to
buy, and the Add to Cart button appears.
4. Click Continue.
5. Confirm or enter your billing and payment information.
6. Click Continue.
7. Review order details. To make any changes, click Back. If order is correct, click Place Order.
8. A dialog box appears confirming that the order has been submitted.
4.3.5 Initiate Number Porting
1. Click Initiate Number Porting.
2. Click Continue to open a ticket.
3. A dialog box appears confirming that a customer service representative will be in contact.
4.3.6 Download Extension Details as CSV
The extension information displayed can be exported in Manage Phone System to an Excel worksheet
for viewing, sorting and printing.
1. Click Download as CSV.

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2. When the confirmation message appears, click Yes.
3. Open the Excel worksheet.
4.3.7 Sync a Password Across All ANPI VIP Applications
Users typically have different login passwords for the ANPI VIP Customer Administration Portal,
VIPresence desktop soft phone, VIPresent Now collaboration solution and VIPresence mobile phone
applications. A customer can simplify the login process by syncing these applications so users can
enter their ANPI VIP Customer Administration Portal password for all applications.
1. Click the icon next to the user’s extension number.
2. Enter the user’s current ANPI VIP Customer Administration Portal password.
3. Click Sync.
4. When the confirmation message appears, click Close.

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4.3.8 Manage Phone and Fax Extension Features
As an administrator, you can change a number of phone features associated with extensions,
including:
▪ Time Zone
▪ E911 Service Address
▪ Incoming Calls
▪ Outgoing Calls
▪ Call Control
▪ Messaging
4.3.8.1 Time Zone
To display the correct local time for users, extensions must be set to the appropriate time zone.
1. Click the drop-down arrow and select a time zone for the extension.
2. Click Save.
4.3.8.2 E911 Service Address
To ensure that emergency personnel come to the correct location when users dial 911, an E911
Service Address must be associated with each extension.
User Traveling Outside U.S.
Note: E911 service is disabled when User Traveling Outside the U.S. is On.
1. Set the User Traveling Outside the U.S. field to On.
2. Click Save E911 Changes.
3. Click Save.
Modify E911 Service Address
1. Update the address fields.
2. Click Save E911 Changes.
3. Click Save.
4.3.8.3 Incoming Calls
You can select multiple options for handling incoming calls, including:
• Alternate Numbers
• Automatic Hold/Retrieve
• Anonymous Call Rejection

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• Call Forwarding Always
• Call Forwarding Busy
• Call Forwarding No Answer
• Call Forwarding Not Reachable
• Call Forwarding Selective
• Call Notify
• Calling Number Delivery
• Do Not Disturb
• Selective Call Acceptance/Rejection
• Simultaneous Ring Personal
Alternate Numbers
Users can be assigned up to 10 alternate phone numbers in addition to their main phone number.
These must be direct inward dialing numbers (DIDs). Callers can reach users at their primary phone
numbers by dialing any of their alternate phone numbers.
One of four ring patterns can also be associated with each alternate number:
▪ Normal
▪ Long-Long
▪ Short-Short-Long
▪ Short-Long-Short
Note: The user’s device must be able to support a distinctive ring pattern. If it doesn’t, then the
normal ring pattern is applied.
Set up Alternate Numbers
1. Click next to Add Alternate Numbers.
2. Click the Phone Number drop-down arrow and select a number.
3. (optional) Click the Ring Pattern drop-down arrow and select a ring pattern.
Note: The Set a distinctive ring for up to ten alternate numbers field must be set to On.
4. Click Save.
Add or Delete Alternate Numbers
To add more alternate numbers:
1. Click next to Add Alternate Numbers.
Note: The maximum supported is 10.
2. Click Save.
To delete an alternate number:
1. Click in the row displaying that number.
3. Click Save.
Automatic Hold/Retrieve
Extensions can be enabled to automatically hold and retrieve incoming calls without entering feature
access codes. This feature is especially useful for attendants managing large volumes of incoming
calls. When an incoming call is transferred to a dedicated parking station, it is automatically put on
hold. When the attendant is ready to take the call, they simply retrieve the call from the parking
station. If a call is held longer than the preconfigured time limit, it is automatically returned to the
attendant.
1. Set Automatic Hold/Retrieve to On.

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2. Enter the number of seconds calls will be held before being automatically retrieved.
Note: The default is 120 seconds.
3. Click Save.
Anonymous Call Rejection
Calls that come in with blocked caller ID (no phone number or name displayed) can be rejected.
Callers hear an announcement that the user does not accept anonymous calls. The user’s phone does
not ring when an anonymous call is attempted.
1. Set Anonymous Call Rejection to On or Off to reject or accept anonymous calls.
2. Click Save.
Call Forwarding Always
All incoming calls can be redirected to another destination. The destination phone number must be
permitted by the user’s calling plan. Emergency, repair and chargeable directory assistance phone
numbers cannot be destinations.
1. Set Call Forwarding Always to On.
2. Enter the destination phone number.
3. (optional) Check Play ring reminder when call is forwarded to hear a ring splash when
calls are forwarded.
4. Click Save.
Call Forwarding Busy
Incoming calls can be redirected to another destination when the user’s extension is busy. The
destination phone number must be permitted by the user’s calling plan. Emergency, repair and
chargeable directory assistance phone numbers cannot be destinations.
1. Set Call Forwarding Busy to On.
3. Click Save.
Call Forwarding No Answer
Incoming calls can be redirected to another destination when the user does not answer within a
specified number of rings. The destination phone number must be permitted by the user’s calling
plan. Emergency, repair and chargeable directory assistance phone numbers cannot be destinations.
1. Set Call Forwarding No Answer to On.
3. Click the pull-down arrow and select the number of rings before calls are forwarded.
4. Click Save.
Call Forwarding Not Reachable
Incoming calls can be automatically forwarded when the user’s device is unreachable or
unregistered. For example, if a desk phone becomes inoperable because of a power failure, incoming
calls to that extension can be redirected to the user’s cell phone.
The destination phone number must be permitted by the user’s calling plan. Emergency, repair and
chargeable directory assistance phone numbers cannot be destinations.
1. Set Call Forwarding Not Reachable to On.
3. Click Save.
Call Forwarding Selective

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Incoming calls can be forwarded to specific destinations based on defined rules. For example, calls
originating from a particular phone number can be selectively forwarded.
1. Set Call Forwarding Selective to On.
2. Enter the Default Destination Number that will be used when this feature is enabled and
no other call forwarding number is selected.
3. (optional) To hear a ring splash when calls are forwarded, set Play ring reminder when
call is forwarded to On.
4. Click to add a Call Forwarding Selective rule.
a. Set Enabled to On.
b. Enter a description of the rule.
c. Choose one of the following options:
• Select Forward to a Specified Number and enter a destination phone
number; or
• Select Forward to Default Number.
Note: The Default Forward Number entered earlier will be used.
d. Select whether to forward All Calls or Specific Numbers from which calls will be
forwarded.
i. If specifying a number, enter it.
ii. To add more numbers, click .
iii. To delete a call-forwarding number, click and then Yes when the
confirmation message appears.
5. Click Save.
Note: To delete a call-forwarding rule, click and then Yes when the confirmation message
appears.
Call Notify
Users receive email notifications when incoming calls arrive. The notifications provide the caller’s
name and phone number. They can be triggered by all calls or selected calls.
1. Select the email address where the notification will be sent.
2. Click to add a Call Notify rule.
3. Set Enabled to On.
4. Enter a description of the rule.
5. Select whether to apply the rule to Any Phone Number or Following Phone Numbers.
6. If you select Following Phone Numbers:
a. Check at least one of the following boxes:
▪ Any Private Number (the caller ID is blocked)
▪ Any Unavailable Number (the caller ID is not being provided to the ANPI phone
system)
OR
b. Specify at least one number.
▪ Click to add numbers.
▪ Click and then Yes when the confirmation message appears to delete
numbers.
7. Click Save.
Note: To delete a rule, click and then Yes when the confirmation message appears.
Calling Number Delivery
The caller ID for incoming external and internal calls can be turned on or off. This feature is useful
when an organization needs to protect the privacy of customers or other callers.

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1. Set External Calling Number Delivery and/or Internal Calling Number Delivery to On or
Off, depending on whether you want to display or block incoming caller ID.
2. Click Save.
Do Not Disturb
When this feature is enabled, calls are processed as if the extension is busy and cannot receive calls.
1. Set Do Not Disturb to On.
2. (optional) Check Play ring reminder when call is forwarded to hear a ring splash when
calls are forwarded.
3. Click Save.
Selective Call Acceptance / Rejection
Calls can be selectively accepted or rejected, depending on the caller’s phone number.
1. Choose whether to allow Selective Call Acceptance or Selective Call Rejection.
2. Click to highlight the number to accept/reject and then click . The number now appears in
the Accept/Reject These Calls column.
Note: To select multiple numbers, hold the Shift key while highlighting numbers.
3. To manually add a number to the Accept/Reject These Calls column, enter it in the Add a
Phone Number field and click .
4. To remove a number from the Accept/Reject These Calls column, click .
Simultaneous Ring Personal
Up to 10 destinations can ring simultaneously when a user receives an incoming call. For example,
the user’s home phone and cell phone can ring along with their office phone.
1. Set Simultaneous Ring Personal to On.
2. Choose either Don’t ring simultaneous numbers if on a call or Always ring
simultaneous numbers.
3. Click to add simultaneous ringing numbers.
Note: To delete a number, click and then click Yes when the confirmation message
appears.
4. Check the Answer Confirmation box to prompt users to press a digit confirming that
they accept the call.
5. Click to add a Simultaneous Ring Personal rule.
a. Set Enabled to On.
b. Enter a description of the rule.
c. Select whether simultaneous ringing applies to All Calls or Specific Numbers that
will trigger simultaneous ringing.
d. If you selected Specific Numbers:
i. Enter at least two numbers in the fields provided.
ii. To add more numbers, click .
iii. To delete a number, click and then Yes when the confirmation message
appears.
6. Click Save.
Note: To delete a rule, click and then Yes when the confirmation message appears.
4.3.8.4 Outgoing Calls
Administrators can set up call-handling options for outgoing calls, including:
• Make International Calls

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• Line ID Blocking
• Calling Line ID
• Personal List
• Speed Dial 100
Make International Calls
Administrators can enable or prevent international calls from users’ extensions.
1. Set Make International Calls to On or Off, depending on user permissions.
2. Click Save.
Line ID Blocking
Administrators can block a user’s outgoing caller ID so that call recipients do not know who is calling.
1. Set Line ID Blocking to On or Off, to choose if the user’s caller ID is to be displayed.
2. Click Save.
Calling Line ID
Administrators can decide whether a user’s outgoing caller ID will be the user’s own phone number
or another group phone number.
1. Select the chosen Calling Line ID from the drop-down menu.
Note: The phone number that will be displayed is listed in the drop-down menu.
2. Click Save.

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Personal List
Frequently called numbers can be entered so users can dial them easily.
1. Click to add contacts.
2. Enter the contact’s name.
3. Enter the contact’s phone number.
4. Click Save.
• Note: Click to remove a contact from the list.
Speed Dial 100
Administrators can designate 2-digit speed codes for up to 100 phone numbers. The speed codes are
preceded by when dialing.
1. Click to add more contacts.
2. Click the Speed Dial drop-down arrow and select a 2-digit speed code.
3. Enter the contact’s telephone number.
4. Enter the contact’s name.
5. Click Save.
• Note: Click to remove a contact from the list.
4.3.8.5 Call Control
The following functions are provided for call control:
• Call Transfer
• Call Waiting
• Music on Hold
• Shared Line Appearance / Busy Lamp Field
Call Transfer
Call transfer enables users to redirect calls to another extension. Call transfers can be blind, with
third-party consultation or announced, e.g., with three-way consultation.
▪ Blind Transfer: user transfers the caller without consulting the destination party.
▪ Transfer with Third-Party Consultation: user consults with the third party before
transferring the caller.
▪ Announced Transfer: user has a three-way call with the original caller and the third party
before transferring the caller.
The Call Transfer Recall feature enables users to recall the transferred call if, for any reason, it is not
answered.
The Busy Camp On feature allows users to camp on a busy destination. If the destination becomes
idle within a selected time period, the camped call alerts the destination party. If the camped call is
not answered within the time period, the call returns the transferring party. Note: Busy Camp On
applies only to blind call transfers.
The Diversion Inhibitor feature prevents transferred calls from being redirected again by the
transferred-to party. When used with Call Transfer Recall, it ensures that the call is handled by a live
person, if the transferred-to destination is unavailable.
1. Set Call Transfer Recall to On or Off.
2. If Call Transfer Recall is On, click the pull-down arrow and select the number of rings after
which the unanswered call will be recalled to the transferring party.
3. Set Busy Camp on to On or Off.
4. If Busy Camp on is On, enter the number of seconds calls will be camped.

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5. Set Diversion Inhibitor for Blind Transfers to On or Off.
6. Set Diversion Inhibitor for Consultative Transfers to On or Off.
7. Click Save.
Call Waiting
When this feature is enabled, users hear a call waiting tone alerting them that they have another call
while they are on the phone. Users can go back and forth between the two calls.
Set Call Waiting to On or Off, depending on user preferences.
Music on Hold
Administrators can enable music files to be broadcast while callers are in queue, on hold, camping on
a busy extension, etc.
Set Music on Hold to On or Off, depending on user preferences. The default is On.
Shared Line Appearance / Busy Lamp Field
Shared Line Appearance allows calls to appear at multiple locations simultaneously. For example,
incoming calls can be answered on any device sharing that line, and outgoing calls from a secondary
location, such as an assistant’s desk phone, appear to originate from the executive’s phone.
Essentially, all shared line locations behave as if they are extensions of a single line or user.
Busy Lamp Field allows a device to monitor the phone status of multiple users. For each monitored
user, the device shows whether the user is busy and whether they are on an incoming or outgoing
call.
To add users to Shared Line Appearance / Busy Lamp Field:
1. Click in the appropriate field.
2. Click the drop-down arrow and select the user you want to add.
3. To add more users, click again.
Note: To remove users, click and then click Yes when the confirmation message appears.
4. Click Save.
4.3.8.6 Messaging
Administrators can configure these options for messaging:
▪ Voicemail Distribution Lists
▪ Voicemail Greetings
▪ Voice Email Management
▪ Aliases
▪ Voicemail

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Voicemail Distribution Lists
By creating up to 15 distribution lists (selected through the Customer Administration Portal main
menu), users can send new or forwarded voice messages to multiple recipients simultaneously.
1. Enter a description of the distribution list.
2. Click to add a phone number to the list.
3. Enter the phone number.
4. To add more phone numbers, click again.
Note: To remove phone numbers, click and then click Yes when the confirmation
message appears.
Voicemail Greetings
Administrators can select to play default system greetings or uploaded customized greetings when a
caller reaches a user’s voicemail.
Busy Greeting
This is the greeting callers hear when the extension is busy and the call goes to voicemail.
1. Select Default Greeting or Custom Greeting.
2. For Custom Greeting, click Browse to upload an audio file.
3. To upload an audio file, click Choose, select a file on your computer, then click Save.
4. To listen to an uploaded greeting, click Play.
No Answer Greeting
This is the greeting callers hear when the call is not answered. The steps are the same as for Busy Greeting
above. You can upload multiple custom greetings and then select which one you want callers to hear.
Voice Email Management
These options let you decide which calls to send to voicemail and whether to receive email
notification of voicemail.
1. Set Voice Email Management to On.
2. Check the appropriate boxes:
▪ Send All Calls to Voicemail
▪ Send Busy Calls to Voicemail
▪ Send Unanswered Calls to Voicemail
3. If the user retrieves voice messages using both their phone and email, select Use unified
messaging and set Use Phone Message Waiting Indicator to On.
Note: This option provides a stutter tone (and blinking light, on some phones) to inform
users they have messages waiting.
4. If the user always listens to voice messages through email, and does not retrieve them by
phone, select Forward to email. Notifications will be sent to the email address displayed in
the Email will be sent to field.
5. You can also configure these additional options:
a. To send a copy of the message to an additional email address, enter the address in
the Forward a copy of this email field and select On.
b. To let callers transfer out of voicemail by pressing 0, enter a number in the Transfer
on '0' to this phone number field, and select On.
6. Click Save.
Aliases
This feature allows you to assign phone numbers, such as your office number or cell phone number,
from which you can directly access your voicemail.

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1. Click to add a phone number to the list.
2. Enter the phone number.
3. To add more phone numbers, click again.
Note: To remove phone numbers, click , then click Yes when the confirmation message
appears.
4. Click Save.
Voicemail
The Voicemail feature makes it easy for users to manage their voicemail services or change their pass
codes from any phone.
1. Set Auto-login to Voice Portal when calling from my phone to On. This allows users to
automatically log in to voicemail when calling from their own phone or device.
2. To change a user’s voicemail pass code, enter digits in the field provided.
3. To upload a recorded name that is announced by the auto attendant or voicemail system:
a. Click Browse > Choose.
b. Select a file from your computer and click Submit.
Note: When logged in to voicemail, users can record (and delete) their names using their
phones.
4. Click Save.
Fax Extensions
Fax extensions are enabled by connecting a physical fax machine to a smart analog telephone adapter
(ATA) that is optimized for fax transmissions. The ATA converts hard-copy faxes to IP documents,
allowing users to send them electronically.
Manage the following fax extension features:
▪ Time Zone
▪ E911 Service Address
▪ Outgoing Calls

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Section 5: Services Tab
The Services tab allows the Administrator to manage and assign specific services of ANPI VIP.
5.1 Number Porting Status Widget
Every organization can port its existing telephone numbers to ANPI VIP service. The Manage Phone
System is used to initiate the number porting process.
This widget displays the status of numbers requested be ported to the ANPI VIP phone system. Filter
the list by selecting:
▪ All
▪ Completed
▪ In Progress
▪ Submitted
5.2 Devices Widget
Use this widget to enable devices to serve as Hoteling Hosts and associate/disassociate a phone to an
extension number.
5.2.1 What Is Hoteling?
Hoteling (also known as Hot Desking) allows users to associate their phone service (phone number
and caller ID) with a host device other than their own. For example, an employee visiting another
office can use a phone there to make and receive calls just as if they were using their own desk phone
in their own office.

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5.2.2 Hoteling Host and Hoteling Guest
Hoteling involves two separate services: Hoteling Host and Hoteling Guest.
• Hoteling Host requires administrators to designate which devices can be shared so they can
serve as hosts for users. This is done using the Devices widget.
• Hoteling Guest allows users to associate their service profiles with a host device. This is
done via the IVR interface in the Voice Portal.
Note: Only one Hoteling Guest can be associated with a Hoteling Host at any given time. Once a
guest user is disassociated from the host device, the host is free to accept other hoteling
associations.
The Device widget displays these columns:
• Device: Devices associated with this enterprise
• Device Type: Includes the MAC ID of the device
• Location: Name of location where device is provisioned
• Phone Number: Original phone number of the device; once associated with a Hoteling
Guest, it will accept only calls to the guest’s phone number
• Device Owner: Original owner of the host device
• Allow Guest: Set this to On to enable a device to serve as a Hoteling Host
• Current Guest: View the name of the user currently associated with the host device
• Action: Associate additional handsets for wireless Yealink devices, for example
5.2.3 Enable Hoteling for a User
1. Locate the user in the Manage Phone System widget and click Edit.
2. Click Manage Phone Settings > Messaging > Voice Portal.
3. Confirm that Auto-login to Voice Portal when calling from my phone is Off.
4. In the Devices widget, locate the device you want to enable as a Hoteling Host.
5. In the Allow Guest column, set the button to On. A message appears confirming that it
successfully updated the setting.
6. To associate with the host device, the guest user must log in to the Voice Portal by phone
and Access Hoteling (#7) from the Main Menu, as show below.
Note: Access the Voice Portal by dialing the extension number of the phone you’re calling
from or by dialing 2001.

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7. The user then hears the Hoteling Menu, which allows them to Check Host Status (#1)
and/or Associate With Host (#2).
8. If the host device is not already associated with a guest, the user hears a message that they
have successfully associated with the device.
9. To disassociate with the host device, the user must log in to the Voice Portal again, Access
Hoteling, and select the Disassociate From Host (#3) from the menu.
10. Once a Hoteling Guest disassociates from a Hoteling Host, their phone service reverts back to
their original device.

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5.3 Auto Attendant Widget
Auto Attendant serves as an automated receptionist that answers the phone and provides a
personalized message to callers, with options for connecting to the operator, dialing by name or
extension, or connecting to up to 12 configurable destinations (for example, 1 = Marketing, 2 = Sales,
and so on).
Multiple Auto Attendants can be configured, either individually (for example, a customer service
department with separate business hours) or integrated into an Advanced Auto Attendant (for
example, the main Auto Attendant is configured to route to a department’s Auto Attendant
submenu).
5.3.1 Buy Auto Attendant
1. Click Buy Auto Attendant.
2. Hover over a service offering to see more details.
3. Click Add to Cart.
4. Click Continue.
5. Enter or confirm your billing and payment information.
6. Click Continue.
7. Review your order details. To make any changes, click Back. If your order is correct, click
Place Order.
8. A dialog box appears confirming that your order has been submitted.
5.3.2 Configure Auto Attendant
To configure, click Edit on the right of the Auto Attendant. This displays the setup details.
Configure several Auto Attendant features, including:
▪ Settings
▪ Default Call Routing Rules and Menus
▪ Advanced Call Routing Rules
The action and phone number associated with each of the 12 call-routing keys can also be configured
using the Business Hours Menu and After Hours Menu.

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5.3.2.1 Settings
1. Click Edit to enable/disable the Auto Attendant or change its name.
2. Set the Calling Line ID First Name and Calling Line ID Last Name that will be shown if a
call transfers from the Auto Attendant to an external destination.
Note: Matching your company CNAM is suggested as setting the calling name in this setting
only affects calls that remain on our network.
3. Verify or select the correct Time Zone setting for this Auto Attendant. This sets the Time
Zone for all schedules, whether on Menus or Rules.
4. Use the External Transfer Calling ID setting to:
a. Pass-through a callers incoming caller ID to an external destination
b. Set it to send the Main Company Number Caller ID. This will also send the calling
name configured in step 2 above.
5. Use the Name Dialing setting to configure how callers can enter a user’s name when
searching for users using the Name Dialing option in the Auto Attendent menus. This can be
either by Last Name or by Last Name and First Name. The latter option allows callers to
enter characters from either the user’s first or last name.
6. Click Save.
Note: To edit Auto Attendant phone number, see Virtual / Toll Free Numbers.
5.3.2.2 Default Call Routing Rules and Menus
Call routing is used to make decisions on when calls should go to the Auto Attendant or other queue,
and once they do, which Menu should be used during the specified schedule. In an initial Auto
Attendant configuration, three items are in the Rules list:
1. Business Hours Menu. Click the edit icon on the far right to edit the time for which the
Business Hours Menu should be used. By default, this shows the Every Day All Day schedule
which is a built-in 24/7 schedule. Click the drop-down list to select a
different schedule. Schedules are created on the Schedules Tab. Click the check mark
icon to save this change, or the red X icon to cancel any changes.
2. Holiday Menu. The Holiday Menu is used for both After Hours and Holidays. By default, this
shows None as the schedule since the default Business Hours schedule is 24/7. To use the
Holiday Menu, click the Edit icon and choose a Holiday schedule from the drop-down menu.
Again, these schedules are created in the Schedules Tab. Click the green check mark icon to
save, or the red X icon to cancel any changes.
3. Default Action. The Default Action is a built-in rule that acts as a catch-all to ensure that
calls not handled by any other rule will route to the Auto Attendant. In the initial default
setup, no additional rules exist, so all calls route to the Auto Attendant. Also, with the default
schedule configuration of Business Hours Menu being Every Day All Day, and the Holiday
Menu being None, all calls routed to the Auto Attendant will use the Business Hours Menu.

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5.3.2.3 Business Hours Menu
The Auto Attendant includes 12 configurable call routing options for callers. Users can modify which
action corresponds to each key, including 0 to 9, * and #. The Business Hours Menu is reached when
a time matches the specified Business Hours Menu schedule.
1. Click .
2. Find the key to modify.
3. Click Edit to enter a description of the key’s function.
4. Click the drop-down arrows to select the action associated with that key:
▪ Disabled: Does not associate an action with the key
▪ Transfer with Prompt: Transfers the caller after informing them
▪ Transfer without Prompt: Transfers the caller immediately
▪ Extension Dialing: Allows the caller to reach a user by dialing their extension.
▪ Transfer to Mailbox: Transfers the caller to an extension’s voicemail box entered
by the caller
▪ Transfer to Specific Mailbox: Transfers the caller to the specified user’s mailbox,
including any Standalone Voicemail boxes.
▪ Name Dialing: Allows the caller to reach a user by spelling out their name on the
keypad
▪ Play Announcement: Plays an uploaded announcement to the caller (When you
select this option, a dialog box appears prompting you to Choose File. Select an
audio file from your computer and click Upload.)
▪ Repeat Menu: States the menu options again
▪ Transfer to Operator: Enables the caller to reach a live operator
▪ Exit: Takes the caller out of the Auto Attendant menu
Note: When Transfer with/without Prompt or Transfer to Operator is selected, a user must
also select a destination phone number or extension from the drop-down menu that appears.
Note: When transferring a call, if Destination Number/Extn is chosen as the destination
option, any external number is restricted to extensions, local, domestic long distance or toll
free numbers.
5. Click Browse to upload announcements that callers hear when interacting with the Auto
Attendant. Click Play to hear the audio file selected.
6. Set the Extension Dialing option. Enabling this option allows callers to enter a user’s
extension at any time. If disabled, extension dialing can still be provided by setting a key to
the Extension Dialing menu option.
7. Click Save Changes.
5.3.2.4 After Hours Menu
The Advanced Auto Attendant includes 12 configurable call-routing options for callers. Users can
modify which action corresponds to each key, including 0 to 9, * and #.
1. Click .
2. The remaining configuration is identical to the Business Hours Menu above.
Note: The After Hours Menu is reached only when a time does not match either a Business Hours
or Holidays schedule.

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5.3.2.5 Advanced Call Routing Rules
In the default configuration, all calls route to the Auto Attendant 24/7. Businesses wanting an office
administrator or a group of extensions that may be in a Hunt Group to answer calls during Business
Hours (or various other scenarios), can use this feature to customize how calls route automatically
based on a schedule.
To create a new rule, click the New Rule button . This adds a new line at the top of the
list of rules.
There are three components to creating a rule:
1. Rule Name. The first entry is a Rule Name. Make this something that will remind you what
this rule does, such as “Route To Admin.”
2. Schedule. Choose a schedule from the drop-down list to determine when this rule is to run.
If you don’t yet have a schedule to use, such as a Business Hours schedule, see the section on
the Schedules Tab to learn how to create schedules.
3. Forward to. In the Forward to field, enter a destination number to which calls should route.
This could be another extension, such as the extension of the administrator, or the extension
of a Hunt Group, Call Center queue, Auto Attendant or anything else in the system. If the call
is to route to a number outside the system, enter a 10-digit number. If you would like calls to
roll to a voicemail box, enter *55 and the extension of the voicemail box to use. This could be
*557777 if this Auto Attendant is configured with a Standalone Voicemail box.
4. Click the green check mark on the far right to save the new rule. Up to 99 rules can be
created.
5. Rule order processing starts at the top of the list and goes down. For example, if you created
a “Route To Admin” rule that routed to the admin’s extension during Business Hours, this
would be the top rule. Any calls to the Auto Attendant would then route to the admin’s
extension during Business Hours. For any time that was not defined by the Business Hours
schedule, processing would fall through to the Default rule, which would route calls to the
Auto Attendant.
6. Any rules that span an entire day should be at the top of the list. This includes any Holiday
rule, as most holidays will span the entire day. If a Holiday is not the top rule, and the “Route
to Admin” rule is higher up on the list, for example, calls may still route to the Admin during
Business Hours, even on a Holiday, because that rule would be processed first.
7. New rules are always added to the top of the list. To rearrange the list of rules, use the
arrows on the far left.
If an arrow is gray, that rule cannot be moved in that direction. If an arrow is black, you can
click the arrow to move that rule up or down in the list.
8. If you don’t want to delete a rule, individual rules can be suspended, then re-enabled, if that
rule needs to be suspended temporarily. Use the On/Off slider to enable or
suspend processing of that rule. For rules that are suspended, rule processing will fall
through to the rule below the suspended one.
9. Rules can also be edited or deleted .

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10. The schedules run based on the Time Zone setting. Make sure to set the Time Zone correctly
or rule processing may occur an hour or two off.

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5.3.3 Configure Advanced Auto Attendant
Configure several Advanced Auto Attendant features, including:
▪ Settings
▪ Default Call Routing Rules and Menus
▪ Advanced Call Routing Rules
Configure the action and phone number associated with each of the 12 call-routing keys by using the
Business Hours Menu, After Hours Menu or Holiday Hours Menu.
5.3.3.1 Settings
1. Click Edit to enable/disable the Auto Attendant or change its name.
2. Set the Calling Line ID First Name and Calling Line ID Last Name that will be shown if a
call transfers from the Auto Attendant to an external destination.
Note: Matching your company CNAM is suggested as setting the calling name in this setting
only affects calls that remain on our network.
3. Verify or select the correct Time Zone setting for this Auto Attendant. This sets the Time
Zone that is used by any schedules, whether on Menus or Rules.
4. Use the External Transfer Calling ID setting to:
a. Pass-through a callers incoming caller ID to an external destination
b. Set it to send the Main Company Number Caller ID. This will also send the calling
name configured in step 2 above.
5. Use the Name Dialing setting to configure how callers can enter a user’s name when
searching for users using the Name Dialing option in the Auto Attendent menus. This can be
either by Last Name or by Last Name and First Name. The latter option allows callers to
enter characters from either the user’s first or last name.
6. Click Save.
Note: To edit the Auto Attendant phone number, see Virtual / Toll Free Numbers.

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5.3.3.2 Default Call Routing Rules and Menus
Call routing is used to make decisions on when calls should go to the Auto Attendant or other queue,
and once they do, which Menu should be used during the specified schedule. In an initial Auto
Attendant configuration, three items are in the Rules list:
1. Business Hours Menu. Click the edit icon on the far right to edit the time for which the
Business Hours Menu should be used. By default, this shows the Every Day All Day schedule
which is a built-in 24/7 schedule. Click the drop-down list to select a
different schedule. Schedules are created on the Schedules Tab. Click the check mark
icon to save this change, or the red X icon to cancel any changes.
2. Holiday Menu. The Holiday Menu is used for both After Hours and Holidays. By default, this
shows None as the schedule since the default Business Hours schedule is 24/7. To use the
Holiday Menu, click the Edit icon and choose a Holiday schedule from the drop-down menu.
Again, these schedules are created in the Schedules Tab. Click the green check mark icon to
save, or the red X icon to cancel any changes.
3. Default Action. The Default Action is a built-in rule that acts as a catch-all to ensure that
calls not handled by any other rule will route to the Auto Attendant. In the initial default
setup, no additional rules exist, so all calls route to the Auto Attendant. Also, with the default
schedule configuration of Business Hours Menu being Every Day All Day, and the Holiday
Menu being None, all calls routed to the Auto Attendant will use the Business Hours Menu.
5.3.3.3 Business Hours Menu
modify which action corresponds to each key, including 0 to 9, * and #. Users can also route callers
from one Auto Attendant to the submenu of another Auto Attendant; for example, to seamlessly
connect callers to a particular department or location. The Business Hours Menu is reached when a
time matches the specified Business Hours Menu schedule.
1. Click .
2. Find the key to modify.
3. Click Edit to enter a description of the key’s function.
4. Click the drop-down arrows to select the action associated with that key:
▪ Disabled: Does not associate an action with the key
▪ Transfer with Prompt: Transfers the caller after informing them
▪ Transfer without Prompt: Transfers the caller immediately
▪ Extension Dialing: Allows the caller to reach a user by dialing their extension
▪ Transfer to Mailbox: Transfers the caller to an extension’s voicemail box entered
by the caller
▪ Transfer to Specific Mailbox: Transfers the caller to the specified user’s mailbox,
including any Standalone Voicemail boxes.
▪ Name Dialing: Allows the caller to reach a user by spelling out their name on the
keypad
▪ Play Announcement: Plays an uploaded announcement to the caller (When this
option is selected, a dialog box appears to Choose File. Select an audio file from the
computer and click Upload.)
▪ Repeat Menu: States the menu options again

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▪ Transfer to Submenu: When this option is selected, a submenu with another 12
configurable keys opens for that key. If this option is selected again within the
submenu, another nested submenu opens. This enables the user to create multi-
level Auto Attendant menus for any key.
Note: To open or close a submenu, click the and buttons on the left side.
▪ Transfer to Operator: Enables the caller to reach a live operator
▪ Exit: Takes the caller out of the Auto Attendant menu
Note: When Transfer with/without Prompt or Transfer to Operator is selected, the user also
selects a destination phone number or extension from the drop-down menu that appears.
Note: When transferring a call, if Destination Number/Extn is chosen as the destination option,
any external number is restricted to extensions, local, domestic long distance or toll free
numbers.
5. Click Browse to upload announcements that callers hear when interacting with the Auto
Attendant. Click Play to hear the audio file you selected.
6. Set the Extension Dialing option. Enabling this option allows callers to enter a user’s
extension at any time. If disabled, extension dialing can still be provided by setting a key to
the Extension Dialing menu option. This can be set indepedently on each submenu as well.
7. Click Save Changes.

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5.3.3.4 After Hours Menu
connect callers to a particular department or location.
3. Click .
Note: The After Hours Menu is reached only when a time does not match either a Business Hours or
Holidays schedule.
5.3.3.5 Holiday Hours Menu
connect callers to a particular department or location.
1. Click .
Note: The Holiday Hours Menu is reached only when a time matches the specified Holiday Menu
schedule.
5.3.3.6 Creating Advanced Routing Rules
Rules are created on Advanced Auto Attendants in the same way they are created on Auto
Attendants. See the section Advanced Call Routing Rules in Section 5.3.2.1.
5.4 Virtual / Toll Free Numbers Widget
Using this widget, virtual and toll free numbers can be purchased, and assigned to specific
extensions. For example, the Administrator can assign them to auto attendants and hunt groups for
incoming call handling.
5.4.1 Buy Virtual and Toll Free Numbers
1. Click Buy Virtual and Toll Free Numbers.
2. Click the Virtual Number or Toll Free Number row. Additional details are displayed,
including a default phone number when applicable.
3. If satisfied with the default number:
a. Click Add to Cart.
b. Click Continue.
4. To purchase a different phone number:
a. Click .
b. Choose a new phone number or click Show More Numbers and then choose one.
c. Click Select.
d. Click Add to Cart.
e. Click Continue.
5. Enter or confirm the billing and payment information.
6. Click Continue.

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5.4.2 Assign Virtual and Toll Free Numbers
1. Find the number to assign and click Edit.
2. Click the drop-down arrow and select an extension.
3. Click Choose. The confirmation message “Assigned Successfully” appears.
Note: If the assignment is not successful, select a different extension.
4. The number’s new assignment is shown in the list of virtual and toll free numbers.
5.4.3 Unassign Virtual and Toll Free Numbers
1. Find the number to assign and click Unassign.
2. When the confirmation message appears click “yes,” “Assigned Successfully” appears.
Note: To add a new user, see the Administration and Access widget, Add Users.
5.5 Hunt Group Widget
Hunt groups allow an Administrator to distribute incoming calls to a central phone number to a
specified group of users. An incoming call “hunts” for an available user within the group to answer it.
There are several hunting policies and call policies administrators can configure when they add or
modify a hunt group. In addition, Administrators can create Advanced Call Routing rules to set
customized routing.
5.5.1 Hunting Policies
Circular: Incoming calls start the hunt with the user who is next on the list to receive a call (that is,
the user who follows the last user scheduled to receive a call). When the end of the list is reached, the
hunt circles back to the first user on the list. The hunt ends when an available user is found or all
users have been tried.
• Regular: Incoming calls start the hunt with the first user on the list, then hunt sequentially
until an available user is found or the end of the list is reached.
• Simultaneous: Incoming calls alert all available users in the group. The call is connected to
the first user who answers the call.
• Uniform: Incoming calls are sent to the user who has been idle the longest.
• Weighted: Incoming calls alert agents according to the agent’s relative weight. Agents with
higher weights are assigned more incoming calls than agents with lower weights.
5.5.2 Call Policies
5.5.2.1 Connected Line Identification Privacy on Redirected Calls
Administrators can use Connected Line Identification Privacy on Redirected Calls to protect the
privacy of the destination phone number receiving a redirected call. This allows a user who forwards
a call to their home phone or cell phone to keep their personal number private and use their business
number as their connected line identity. This service also applies to hunt groups, where the central
extension assigned to the group can be presented as the connected line identity instead of the agent’s
individual extension.
Administrators can configure three different options for Connected Line Identification Privacy on
Redirected Calls.
• No Privacy: This is the default value. The Connected Line Identification of the destination
party is sent to the calling party.
• Privacy for External Calls: The Connected Line Identification of the destination party is
presented only to internal callers. External callers see the Connected Line Identification of

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the redirecting party (for example, the central hunt group extension), not the destination
number (for example, the user’s individual extension).
• Privacy for All Calls: The Connected Line Identification of the destination party is never
presented to callers. They always see only the Connected Line Identification of redirecting
party (for example, the central hunt group extension).
5.5.2.1 Send Call Being Forwarded Response on Redirected Calls
This policy controls whether the calling party receives a notification that their call is being forwarded
by a user.
▪ Never: The calling party never receives any indication of their call being forwarded.
▪ Internal Calls: Only callers on the same PBX are notified.
▪ All calls: External callers are also notified either visually or audibly, depending on what type
of device (phone) they have.
Note: The default is Never.
5.5.3 Add or Modify a Hunt Group
1. Click Add Hunt Group or click Edit next to the group to modify.
2. Enter or edit the Hunt Group Name, Caller ID First Name and Caller ID Last Name, as
necessary.
3. (optional) Click the Virtual Toll Free Number drop-down arrow to select a number.
4. (optional) Click the Allow Call Waiting on Phones setting to allow user’s phones to receive
more than one call at a time.
5. (optional) Click the Deliver Hunt Group Name in CLID setting to have the system send
through the Hunt Group’s Caller ID First Name and Caller ID Last Name text to the user so
the user knows which Hunt Group is delivering the call to them if they are in more than one
Hunt Group.
6. Click the Hunting Policy drop-down arrow and select a policy.
7. Scroll through the list of Users/Extensions. Highlight the users/extensions to add to the
hunt group and click . To remove a user/extension from the group, click .
8. If Weighted Call Distribution is selected, the Edit button becomes active. Click Edit to
assign weights to the users added to the hunt group.
Note: The total combined weight must equal 100%.
9. Click Browse to upload a prerecorded greeting from your computer. To hear the greeting
uploaded, click Play.
10. Set the options for handling calls that are not answered. If Forward call after waiting XX
Seconds is selected, enter a destination phone number for the call.
11. (optional) Set the options for handling calls when users phones are offline.
a. Enable Call Fowarding Not Reachable and enter a destination phone number to
route calls to instead.
b. Make Hunt Group busy when phones offline will route calls to busy treament
when only some users’s phones are offline.

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12. Select call policies for handling redirected calls.
13. Click Save.
5.5.4 Remove a Hunt Group
1. Find the hunt group to delete and click Remove Hunt Group.
5.5.5 Advanced Call Routing Rules
In the default configuration (Default Action: Schedule Always: Forward to: 6666), all calls route to the
Hunt Group 24/7. Businesses wanting calls coming in during After Hours to route to an answering
service (or various other scenarios) can use this feature to customize how calls route automatically,
based on a schedule.
list of rules.
this rule does, such as “Route To Answering Service.”
If you don’t yet have a schedule to use, such as an After Hours schedule, see the section on
This could be another extension, such as the extension of the main Auto Attendant, or the
extension of another Hunt Group, Call Center queue or anything else in the system. If the call
is to route to a number outside of the system, enter a 10-digit number. If you would like calls
to roll to a voicemail box, enter *55 and the extension of the voicemail box to use. This could
be *556666 if this Hunt Group is configured with a Standalone Voicemail box.
created.
a “Route To Answering Service” rule that routed to an outside answering service during
After Hours, this would be the top rule. Any calls to the Hunt Group would then route to the
answering service during after hours. For any time that was not defined by the After Hours
schedule, processing would fall through to the Default rule which would route calls to this
Hunt Group.
rule routing as most holidays will span the entire day. If a Holiday is not the top rule, and the
“Route to Answering Service” rule is higher up on the list, for example, calls may still route to
the answering service during After Hours, even on a Holiday, because that rule would be
processed first.

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If an arrow is gray, that rule cannot be moved in that direction. If an arrow is black, click the
arrow to move that rule up or down in the list.
10. Rule processing can be completely suspended for all rules by moving the Scheduled Call
Routing slider to the Off position. When in the Off position, only the Default
Action will be taken. To resume rules processing, move back to the On position.
5.6 Music on Hold Widget
Music on Hold is a group service that administrators can enable for Call Hold, Call Park and Call
Transfer Recall. The held party hears either default music or a custom audio file uploaded by the
Administrator.
If no audio file is uploaded, or if Music on Hold is turned off for a feature, the caller hears silence.
1. Click the drop-down arrow at the top of the widget to choose the location for the Music On
Hold selections.
2. Set Call Hold, Call Park and/or Call Transfer Recall to On or Off, as desired. The caller will
hear default music, unless the remaining steps are followed.
3. Click Custom to upload a custom audio file that will play instead of default music.
4. Click Browse and select an audio file on the computer.
5. Review the Electronic Signature dialog box that appears and click I Agree, if applicable.
5.7 Conference Bridge Widget
Administrators can buy add-on audio conference services for a user extension.
When a conference is created, a moderator PIN is generated along with the conference ID. Users can
share the phone number and conference ID with meeting participants. They should not share the
moderator code. Administrators can also reassign add-on audio conferences to another user.
Note: Administrators cannot reassign VIPremier conferences. These accounts are assigned
to individual users and can only be modified by them; however, the administrator can view
conference details.
5.7.1 Buy Conference Services
1. Click Buy Conference services.

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3. Click Continue.
4. Confirm or enter the billing and payment information.
5. Click Continue.
5.7.2 Reassign Moderator (for Add-On Audio Conferences only).
1. Click Reassign.
2. Click the drop-down arrow and select another user.
3. Click Save.
Note: To add a new user, see Administration and Access widget, Add Users.
5.8 Virtual Extensions Widget
Virtual extensions allow external numbers to be integrated into the extension dialing plan. For
example, the Administrator can buy and/or assign a virtual extension to a mobile employee who
frequently uses their cell phone for business. Callers who dial the employee’s virtual extension are
automatically forwarded to the person’s cell phone.
Virtual extensions can also be used to route callers to recorded announcements such as the
company’s standard hours of operation so that users do not have to answer those calls.
5.8.1 Buy Virtual Extension
1. Click Buy Virtual Extension.

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2. Click Virtual Extension.
4. Click Continue.
5. Enter or confirm the billing and payment information.
6. Click Continue.
7. Review the order details. To make any changes, click Back. If the order is correct, click Place
Order.
5.8.2 Edit Virtual Extensions
1. Locate the extension to assign and click Edit.
2. Enter or update the user’s name and phone number.
3. Click Update.
5.9 Receptionist Widget
If a Receptionist Console has been purchases, a Receptionist widget will appear to provide the ability
to assign users and set-up. Users need to be designated as a Receptionist.
5.9.1 Assign User
To designate someone as a Receptionist user, locate the user in the Administration and Access widget
and click Edit.
1. Scroll through the settings, then click Receptionist.
2. Set Grant Receptionist Client Access to On.
3. Click the Select Extn drop-down arrow and select a user extension for the license. The
number of Licenses Used goes up by 1.
Note: This setting is only available if you have purchased a Receptionist client license.
5.9.2 Configure the Receptionist Client
Edit a user’s client configuration by selecting users to monitor (see line status) by default.

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1. Locate the user whose configuration you want to edit and click in the Actions column.
2. The Edit Receptionist Profile dialog box will open. Scroll or search to find the user that you
want to monitor.
3. To move a user into the monitored group, click to highlight their name in the left pane and
click .
4. To remove a user from the monitored group, click to highlight their name in the right pane
and click .
5. Click Save.

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Section 6: Other Services Tab
The Other Services tab allows the Administrator to manage and assign specific add-on services of
ANPI VIP and manage the storage for the company.
6.1 Call Recording Widget
Call Recording allows calls to be recorded automatically or on demand, and provides easy access to
stored files in the web-based Customer Administration Portal.
Call Recordings Modes
Calls can be recorded in either Supervised or Unsupervised mode.
• Supervised - The company administrator have access to the recordings. Your access to
supervised recordings is dependent on your configuration.
• Unsupervised (default mode) – only the user has access to the recordings.
ANPI VIP offers floating licenses that can be reassigned as needed, making call recording more
economical for an organization. Administrators can Configure Services, Manage Settings, View your
Recorded Calls and View Supervised Calls Configure Call Recording Services
6.1.1 Configure Users
The configuration tab of the Call Recording widget allows you to view/manage all of your Call
Recording accounts. To configure Call Recording,
1. Browse down the list of call recording licenses that are available, to the one you want to
configure, click Configure.
2. Assign User whose calls will be recorded.
3. Select the appropriate Call Recording Mode i.e., Never Record Calls, Record All Calls, and
Selectively Record Calls.
4. Select the type of Notification you want i.e, Play Recorded Message, Repeat warning tone
every 60 seconds.
5. Select if it is a Supervised Call Recording
Click Save
Note: Users who have been assigned supervised Call Recording will not have the ability to
modify their Call Recording settings.
6.1.2 Manage Settings
You can easily set Call Recording preferences within the Call Recording widget for yourself or an
employee you are supervising. You can edit your settings in My recordings tab and the settings of an
employee you are supervising in Supervised Recordings tab. Select the appropriate User - DID from
the dropdown and click on Settings.
Choose among the following settings:
• Call recording mode - Never, Record All Calls or Selective Record Calls.
• Automatically play recording notification and /or recording warning tone.
All recordings made using devices and applications associated with your assigned DID will be stored
(based on settings) in your Customer Administration Portal.
6.1.3 View My Recorded Calls
All of your recorded calls are stored within the Call Recording widget in the My Recorded Calls tab.

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Note: You may not be able to view some of the calls recorded in the supervised recording mode.
Contact your administrator for further details.
To view a list of all your recorded calls:
1. Expand the Storage widget by clicking the double arrow icon in the upper right-hand corner
of the widget.
2. Choose the DID for which the recordings are to be displayed.
3. The following information will be displayed for each file:
a. User (You)
b. Call Details (Direction of Call, Other User details)
i. Date and Time when the call was recorded.
ii. Duration of the recorded call
c. Size
d. Comments (if Applicable): This is the comment as provided by your supervisor(s)
for the specific recording
e. Ratings (if applicable): This is the rating provided by your supervisor for this
specific recording
f. Actions: Actions applicable to the specific call Recording.
4. You can perform the following actions on individual files:
a. Play
b. Download
c. Email
d. Delete
To email, download or delete multiple files from your storage:
1. Click on the little box located on the right side of the row corresponding to each file.
2. Click all files you wish to email or delete.
3. Click “Bulk Actions” in the lower left-hand corner of the widget.
4. Click “Email” or “Delete” or “Download”
a. If emailing, input the recipient’s email address.
b. If deleting, confirm the deletion.
c. If downloading, a download link will be sent automatically to your email address.
6.1.4 View Supervised Calls
If you have chosen the supervised recording mode for any user, you will be able to view all stored
supervised recordings. You can perform the following actions within the Customer Administration
Portal:
• View Supervised Recordings
• Filter Supervised Recordings
6.1.4.1 View Supervised Recordings
To view a list of all supervised recordings:
1. Expand the Call Recording widget by clicking the double arrow icon in the upper right-
hand corner of the widget.
2. Click on the Supervised Recordings tab.
3. Select a DID from the Dropdown box to view recordings related to a particular
employee.
4. The following information will be displayed for each file:
a. User whose call was recorded.

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b. Call Details (Direction of Call, Other user details)
c. Date and Time when the call was recorded.
d. Duration of the recorded call.
e. Size of the recorded file.
f. Comments (if Applicable): Comment made on recording. You can add/edit
Comments by clicking the add/edit comments link.
g. Ratings (if applicable): Rating made on recording. You can rate a call by simply
clicking the appropriate star.
h. Actions: Actions applicable to the specific recording.
5. You can perform the following actions on individual files:
a. Play
b. Download
c. Email
d. Delete
To email, or delete multiple files from your storage:
1. Click on the little box located on the right side of the row corresponding to each file.
2. Click all files you wish to email or delete.
3. Click “Bulk Actions” in the lower left-hand corner of the widget.
4. Click “Email” or “Delete” or “Download”
a. If emailing, input the recipient’s email address.
b. If deleting, confirm the deletion.
c. If downloading, a download link will be sent automatically to your email
address.
6.1.4.2 Filter Supervised Recordings
To view files stored based on certain criteria:
1. Click on the Filter button on the top right-hand corner.
2. Click on the calendar to enter time frame of the recordings you wish to view:
3. Type in the name of user whose recordings you are trying to search.
4. Type in the phone number of user whose recordings you are trying to search.
5. Select Rating (if applicable).
6. Click Filter.
7. The files matching the filter criteria will be displayed.
6.2 Hosted Fax Widget
Using Hosted Fax, you can send and receive faxes using your Customer Administration Portal or
email.
ANPI Hosted Fax is available in two options depending on how many users within your company
need this service:
• Personal Hosted Fax - assigned to one user and can be used like a personal fax machine.
• Shared Hosted Fax - assigned to multiple users and can be used like a company fax machine.
The following actions can be done from within the Customer Administration Portal:
▪ Configure Fax
▪ Manage Settings
▪ Send Fax

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▪ View Fax
6.2.1 Configure Fax
The Configuration Tab within the Hosted Fax widget is an admin only option that allows
administrators to view and manage all Hosted Fax accounts. To configure a Hosted Fax service:
• Browse down the list of faxes that are available
• Choose the one you want to configure
• Click Configure.
6.2.1.1 Configure Shared Hosted Fax
In the configuration window of a shared hosted fax, you can do the following:
1. Create a label. A meaningful label will help for quick identification.
2. Select if you want to store received faxes in the widget.
Note: If you choose not to store fax in Customer Administration Portal, admins and users
(with view and delete permissions) will need to change individual settings to allow faxes to
be emailed directly to them. Please consider your company’s email size restrictions when
choosing this option.
3. Assign Users who can send fax from this account by selecting users from the dropdown box.
4. Manage individual service settings, determine who can
a. Download and email from this fax number
b. Delete faxes sent to this fax number
c. Unassign a user
Note: Make sure you save settings by clicking Save.
6.2.1.2 Configure Personal Hosted Fax
In the configuration window of the personal hosted fax, you can do the following:
1. Create a label. A meaningful label will help for quick identification.
2. Assign the user who can send faxes from this account.
Note: Once a user is assigned to a Personal Hosted Fax; they cannot be unassigned.
6.2.2 Manage Settings
You can manage the outgoing and incoming settings of each fax (shared or personal) from within
your Customer Administration Portal.
To change settings:
1. In the Hosted Fax dropdown, select the fax for which you want to change settings.
2. Click Settings.
3. You can edit the following outgoing fax settings
a. Select if you want to Store sent faxes in Hosted Fax Widget.
Note: Faxes stored in the Customer administration portal will be counted towards
storage limit.
b. Select if you want to get an Email when fax is successfully delivered.
c. Select if you want to get an Email when fax is not delivered.
4. You can edit the following incoming fax settings
a. Select if you want to Store received faxes in Hosted Fax Widget.

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b. Select if you want to Email received faxes.
c. Select if you want to Store and Email received faxes in Hosted Fax Widget.
5. Click Save.
Note: You might not have all the options above. Contact your administrator for further
information.
6.2.3 Send Fax
6.2.3.1 Sending Fax via Customer Administration Portal
Faxes can be easily sent through your Customer Administration Portal. This option allows you to see
if your fax was delivered.
1. In the Hosted Fax widget, click on Send Fax. A box will pop up.
2. Your name will be automatically filled in the Sender Name box. Choose the Sender Fax
Number (if applicable).
3. Enter the Recipient’s name, and Recipient’s Fax Number by filling the appropriate text
boxes. Click + to add multiple recipients.
4. Enter a subject line for the fax.
5. Choose whether the fax content will be sent as an attachment or you will type out the
text to be faxed.
a. To attach a document, click the + button. You will be able to navigate through
your desktop to find the document(s) you wish to send.
b. To send text, type in the information.
6. Send fax by clicking the green Send Fax button on the lower right-hand corner.
7. Once the fax is sent, the Send Fax dialog closes and you will see the alert, “Fax Sent
Successfully.”
8. To confirm if the fax reached your recipient, check the status in the Status Column.. You
can also change your settings to receive an email when a fax is sent successfully or not.

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Note: ANPI Hosted Fax currently supports the following file types: PDF, TIFF, Doc . Total size
of attachments cannot be greater than 20 MB
6.2.4 View Fax
To view faxes previously sent or received and stored within the Customer Administration Portal:
1. Click on the Other Services Tab. Locate the Hosted Fax widget. If necessary, you can expand
the widget by clicking on the double arrow in the upper right-hand corner.
2. The following information is available for each file:
a. Type: Incoming or Outgoing fax
b. User (You)
c. Details: Recipient or Sender of fax, Date, Time : fax was sent or received
d. Status: Sent – Pending Delivery, Delivered, Failed
e. Actions: , you can perform the following actions:
f. Delete
g. View
h. Email
i. Resend Fax
To email or delete multiple files from your storage:
1. Click on the small box next to the document icon within each file.
2. Click on all files you wish to perform the action on.
3. Click Actions in the lower left-hand corner of the widget.
4. Click Email, Download Delete.
a. If emailing, a box will appear to input the recipient’s email address.If
deleting, a box will appear for you to confirm the deletion.
6.3 Storage Widget
1 GB of total system storage is available for every Hosted Fax and Call Recording license added to
your phone system. Only faxes sent/received using the Hosted Fax widget are stored within the
portal and go against the allotted 1GB; faxes sent/received using a fax line connected to an analog
telephone adapter (ATA) are not stored within the portal. For information on how to send electronic
faxes via Hosted Fax, see Hosted Fax widget.
Note: If your total used storage exceeds the available storage limit, the organization may
incur additional storage fees.

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6.3.1 View Total Storage Available/Used by the Company
The horizontal bar on the top of the widget provides information on usage and total available storage
for the company. The total storage available is shared within your company and is not restricted to a
particular service or user.
The color of the horizontal bar indicates how much of storage you have used.
• Green: Within your total storage limit
• Orange: More than 90% of the total storage available has been used.
• Red: All available storage has been used. Delete files to avoid being charged for excess
storage.
6.3.2 View the Storage Used by an Individual Service
You can view the storage used by each Hosted Fax and Call Recording license added to your phone
system. The following information is displayed for the individual services:
• Label, Status of service
• Assigned Users: If multiple users are/were assigned to a single service, they will all be listed
under the Assigned Users column.
• Storage Space Used
Section 7: Call Center Tab
If you have ordered the Call Center solution, a tab to manage the solution will appear in the
Administrator’s Customer Administration Portal. This tab will not appear if you did not purchase the
Call Center solution.
7.1 Call Center Statistics Widget
Using this widget, Administrators and supervisors can view queue and agent statistics over a selected
period of time.
1. Click the icon next to the queue to view the statistics. An expanded view opens. At the top
left, the widget indicates the time frame for the statistics displayed below.

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2. To change the time frame:
a. Click Change Time Frame at the top right.

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b. The Change Time Frame dialog box opens.
c. Set Real-Time Statistics to Off. The system automatically switches Specified Time
Frame to On, and vice versa.
d. Click the icons and select a Start Time and End Time.
Note: If you Real-Time Statistics is chosen, you only need to select a Start Time.
e. Click Update Time Frame.
3. View the following queue statistics:
• Number-of-busy-overflows
• Number-of-calls-answered
• Number-of-calls-abandoned
• Number-of-calls-transferred
• Average-number-of-agents-talking
• Average-number-of-agents-staffed
• Average-wait-seconds
• Average-abandonment-seconds
4. View the following agent statistics:
• Agent name and phone number
• Calls handled
• Calls unanswered
• Average call time
• Total talk time
• Total staffed time

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7.2 Call Center Widget
Using this widget, Administrators can modify call center settings, add new queues, edit queue
settings and delete queues. By default, a list of all currently active queues is displayed.
7.2.1 Modify Call Center Settings
1. Click the blue Call Center Settings bar.
2. The Call Center Settings dialog box opens.
7.2.1.1 Call Routing Priorities
1. Click the button to select whether to prioritize call routing based on Longest Wait Time or
Priority Order.
Note: This setting will affect how calls are routed to agents when they are part of multiple
queues.
2. If Priority Order is selected, use the keys to move queues up and down in Routing
Priority list.
7.2.1.2 Agent Threshold Profiles
Call centers have the option of setting “Yellow” and “Red” threshold values for a set of agent-related
metrics. When these thresholds are crossed, the severity is rendered visually on the supervisor’s
Dashboard client. Email notifications may also be sent to addresses included in the profile.
Add, edit and delete Agent Threshold Profiles in this widget. Agent Threshold Profiles are assigned to
agents in Administration and Access > Edit User Settings.

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Add Agent Threshold Profile
1. Enter a name and description for the new Agent Threshold Profile.
2. Click the drop-down arrows and select the Yellow and Red Thresholds (in hours, minutes
and/or seconds) for Current Call State Idle Time, Current Call State On-Call Time,
Current Agent State Unavailable Time, Average Busy In, Average Busy Out and Average
Wrap-Up.
3. (optional) To also send email notifications when thresholds are crossed:
a. Set the Email Notification button to On.
b. Enter up to 6 email addresses.
4. Click Save. The Agent Threshold Profile you added is now displayed in the list.
Edit Agent Threshold Profiles
1. Locate the profile you want to edit by searching or scrolling through the list.
2. Click .
3. The Edit Agent Threshold Profile dialog box appears.
4. Make the desired changes to the Name, Description, Thresholds and/or Email
Notifications. (See Add Agent Threshold Profile for detailed instructions.)
5. Click Update. A message appears confirming that the Agent Threshold Profile was
successfully updated.
Delete Agent Threshold Profiles
1. Locate the profile to delete by searching or scrolling through the list.

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2. Click .
3. A message appears asking you to confirm the deletion of the Agent Threshold Profile. Click
Yes.
4. The Agent Threshold Profile deleted is no longer displayed in the list.
7.2.1.3 Agent Unavailable Settings
Unavailable codes—sometimes called auxiliary codes or agent unavailable states—help measure why
agents are unavailable. Examples include:
• Product Training
• Lunch
• Break
• Team Meeting
Administrators can add agent unavailable codes, turn agent unavailable codes on or off, edit agent
unavailable codes, delete agent unavailable codes, force use of agent unavailable code with set
default code and customize unavailability settings.
Add Agent Unavailable Codes
1. Set Agent Unavailable Codes to On.
2. Click Add Agent Unavailable Codes.
3. The Add Agent Unavailable Codes dialog box appears.
4. Enter a Code and Description.
5. Set the Status button to On.
6. Click Save. The code added now appears in the list and agents can select it when changing
their state to unavailable using either their desktop client or phone.

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Turn Agent Unavailable Codes On/Off
2. In the Status column, click to turn the Agent Unavailable Code On or Off.
Edit Agent Unavailable Codes
2. Locate the code to edit by searching or scrolling through the list.
3. Click . The Add Agent Unavailable Codes dialog box appears.
4. Edit the Description and/or Status and click Update. A message appears confirming the
update was successful.
Delete Agent Unavailable Code
2. Locate the code to delete by searching or scrolling through the list.
3. Click .
4. A message appears asking to confirm to delete the code. Click Yes.
5. The Agent Unavailable Code no longer appears in the list.
Force Use of Agent Unavailable Code with Set Default Code
When this feature is enabled, a default unavailable code is used when an agent changes their state to
Unavailable. The agent can select a different unavailable code, but if they do not, the default code
selected here is “forced.”
1. Set Force Use of Agent Unavailable Code with Set Default Code to On.
2. Click the drop-down arrow to select the default code that will force use of the Agent
Unavailable Code.

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Customize Unavailable Settings
By customizing these Unavailable Settings, you can select which agent unavailable code is used for
the following three conditions.
1. Set Customize Unavailable Settings to On.
2. To force an agent unavailable code for any of these conditions, set them to On:
• On Do Not Disturb Activation
• After 1–5 consecutive bounces: Click the drop-down arrow to select the number
of bounces
• On not reachable
3. For any condition set to On, click the corresponding drop-down arrow and select an agent
unavailable code.
4. Click Save. A message appears confirming the update was successful.
7.2.2 Add Queue
1. Click Add Queue. The Add New Queue dialog box opens.
2. Enter a Queue Name.
3. Enter a Calling ID First Name for the queue.
4. Enter a Calling ID Last Name for the queue.
5. Enter an Extension number for the queue.
6. Click Save Queue Profile. The queue you added is now listed in the Call Center widget and
the dialog box name changes to Edit Queue – [Queue Name]. See Edit Queue Settings for
more instructions.

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7.2.3 Edit Queue Settings
1. Highlight the queue to edit and click the icon. The Edit Queue – [Queue Name] dialog
box opens.
2. Click the tab to edit.
• Queue Profile: Select call center (queue) and agent settings.
• Thresholds: Set yellow and red thresholds for queue metrics.
• Announcements: Select announced messages and music on hold.
• Users: Assign available agents and supervisors.
• Call Routing: Configure handling of bounced calls, stranded calls and overflow calls.

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7.2.3.1 Queue Profile
On this tab, edit the following queue and agent settings.
• Time Zone: Click the drop-down arrow and make a selection.
• Call Distribution Type: Click the drop-down arrow and select one of the following:
➢ Circular – Incoming calls hunt through agents in the order they appear on the list,
starting with the agent who follows the agent who received the previous call. When
the search reaches the end of the list, it loops back to the top and continues until it
has tried all agents.
➢ Regular – Incoming calls hunt through agents in the order they appear on the list,
starting from the top each time.
➢ Simultaneous – Incoming calls alert all agents at the same time. The first agent to
answer handles the call.
➢ Uniform – Incoming calls hunt through all agents, starting with the agent who has
been idle the longest and ending with the agent who most recently answered a call.
➢ Weighted – Incoming calls are assigned to idle agents based on percentages
assigned to the agents in the queue’s profile. This feature supports an element of
skills-based routing, since a higher percentage of calls can be routed to more highly
skilled agents within the queue.
• Phone Number: Click the drop-down arrow and select a number.
Note: Virtual numbers not assigned to any other service are listed here.
• Extension number: Edit the queue’s extension number.
• Queue Length: Click the drop-down arrow and select the number of active calls allowed in
the queue.
• Play ringing when offering call to: Click to turn On or Off. Default is Off.
• Allow caller to dial a set number to escape out of queue: Click to turn On or Off. If On is
selected, click the drop-down arrow to select the number users will dial to escape.
• Reset caller statistics upon entry to queue: Click to turn On or Off. Selecting On resets the
wait time of callers to 0 when they are transferred to a different queue.
• Distinctive Ringing Pattern for Queue Calls: Click to turn On or Off. If On is selected, click
the drop-down arrow and select a ringing pattern.
• Allow agents to join Queue: Click to turn On or Off. If On is selected, agents have the ability
to explicitly join a queue. If set to Off, they are “Joined In” by default.
• Allow call waiting on agents: Click to turn On or Off.
Note: If you have a high-volume call center, set this value to On.
• Enable calls to agents in wrap-up state: Click to turn On or Off.
Note: If you select On, agents will receive calls while in wrap-up state, no matter how
much Maximum ACD wrap-up time you set (see setting below).
• Automatically set agent state to set value after call: Click to turn On or Off. If On is
selected, click the drop-down arrow and select a state:
➢ Available
➢ Unavailable
➢ Wrap-up
• Maximum ACD wrap-up time: Click to turn On or Off. If you select On, click the drop-down
arrows and select the number of minutes and seconds. This will set maximum time an agent
assigned to this queue can be the wrap-up state. Wrap-up state provides time for an agent to
perform post-call activities before being available for the next call.

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• Click Save Queue Profile. A message appears confirming that it was successfully updated
the profile.
7.2.3.2 Thresholds
On this tab, “Yellow” and “Red” threshold values can be set for the following call center metrics:
• Current calls in queue
• Current longest waiting call
• Estimated wait time
• Average handling time
• Average speed of answer
When these thresholds are crossed, the severity is rendered visually on the supervisor’s Dashboard.
Email notifications can also be sent to the addresses entered on this tab.
Note: Agent Threshold Profiles are set up in Call Center Settings and selected in Administration
and Access > Edit User Settings.
1. Set the Threshold button to On.
2. Enter a number for Current Calls in Queue in the Yellow Thresholds and Red Thresholds
columns. Once the number of calls in queue exceeds the number entered, supervisors will
see a visual representation on their Dashboards and optional email notifications can also be
sent.
3. Click the drop-down arrows and select the Yellow and Red Thresholds (in hours, minutes
and/or seconds) for Current Longest Waiting Call, Estimated Wait Time, Average
Handling Time and Average Speed of Answer.

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4. (optional) To also send email notifications when thresholds are crossed:
a. Set the Email Notification button to On.
b. Enter up to 6 email addresses.
5. Click Save Thresholds. A message appears confirming that the update was successful.
7.2.3.3 Announcements
On this tab, the messages and music on hold that callers hear while in queue are enabled. Alternative
audio for internal calls can also be selected.
• Entrance message: The first message played when there are no agents available to accept
the call or when agents are available and the Play ringing when offering call option is not
enabled.
• Mandatory Entrance message: When this option is selected, the entire Entrance message is
played to each inbound caller. During playback, callers cannot escape and supervisors
cannot manipulate the call.
• Estimated Wait Message: When a new call is added to the call queue, this message is played
after the Entrance message and before any other announcement. Callers are informed of
their Queue Position or their Estimated Waiting Time. The interval at which this message is
played can be selected.
• High Volume Message: An announcement that there is an usually high volume of calls so
wait times are longer than usual.
• Default Handling Time: The estimated handling time per call, which is used to calculate the
expected wait time. The announced expected wait time is the default handling time
multiplied by number of calls in queue.
• Comfort and Music-On-Hold messages: These messages are played in a loop at selected
intervals until the call is answered.
Entrance message
1. Set Entrance Message to On.
2. To make the Entrance Message mandatory, set Message is mandatory when played to On.
3. (optional) Set Custom audio file to On and then click Browse.

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Note: If a custom audio file is not selected, the default system message plays.
4. To select a previously uploaded file, highlight it in the Uploaded Audio Files list and click
the > button to move it to Assigned Audio Files.
5. To upload a new audio file, click Upload New Audio File and select a .wav file from the
computer. Highlight the file in the Uploaded Audio Files list and click the > button to move
it to Assigned Audio Files.
6. Click Use This Audio.
7. Click Save Announcement. A message appears confirming that the announcement was
Music on Hold
1. Set Music on Hold to On.
2. (optional) set Custom audio file to On and then click Browse.
Note: If a custom audio file is not selected, default music plays.

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4. To upload a new audio file, click Upload New Audio File and select a .wav file from your
Alternate Audio for Internal Calls
1. Set Use alternate audio for internal calls to On.
Note: If a custom audio file is not selected, the default system message plays.

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Estimated Wait Messages
1. Set Estimated Wait Messages to On.
2. Set Message Interval to On and enter the number of seconds between message
announcements.
3. Click the Message Type drop-down arrow and select either Announce Wait Time or
Announce Queue Position.
4. Set High volume message to On or Off, as desired.
5. Enter the Default handling time in minutes.
6. Click Save Announcement. A message appears confirming that you successfully updated the
announcement.
Comfort Message
1. Set Comfort Message to On.
2. Enter the Message Interval in seconds.

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Note: If you do not select a custom audio file, the default system message plays.

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7.2.3.4 Users
On this tab, available agents and supervisors can be assigned to the queue. Administrators can also
search and reorder the lists of agents and supervisors.
Assign Agents
1. Highlight the agent to assign in the Available Agents list.
Note: Scroll or begin typing the agent’s name in the search box.
2. Click the > button to move the agent to the Assigned Agents list.
3. To move an agent up or down in the list, click the ^ and v buttons.
4. To remove an assigned agent, select the agent and click the < button.
5. Click Save Assigned Users. A message appears that assigned users have been successfully
updated.

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Assign Supervisors
1. Highlight the supervisor to assign in the Available Supervisors list.
Note: Scroll or begin typing the supervisor’s name in the search box.
2. Click the > button to move the supervisor to the Assigned Supervisors list.
3. To move a supervisor up or down in the list, click the ^ and v buttons.
4. To remove an assigned supervisor, select the supervisor and click the < button.
5. Click Save Assigned Users. A message appears that you successfully updated assigned
users.
7.2.3.5 Call Routing
On this tab, configure call routing policies using the bounced call settings, overflow call settings and
stranded call settings.
Bounced calls: Calls that are routed to an agent but for some reason (agent does not answer
the call, they change to unavailable, their device is not registered, etc.), the call is not
answered. A bounced call is treated with the highest importance and is placed ahead of the
rest of the non-bounced calls when it is returned to the queue.
Overflow calls: Overflow occurs (1) when an incoming call cannot be queued because the
queue has reached its configured maximum capacity, or (2) when a queued call is not
handled (either by an agent or by another queue policy) within a specified amount of time.
Stranded calls: Calls in a queue that has no staffing agents (an agent is said to be staffing a
queue if the agent has joined the queue and is not in the Sign-out state), or a staffed queue
where all agents are currently unavailable.

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Bounced Call Settings
Select the conditions under which a call is considered “bounced.”
1. After a set number of rings: Set the button to On and enter the number of rings.
2. If agent becomes unavailable while routing the call: Set the button to On.
3. After being held by agents for longer than the set time: Set the button to On and enter
the time in seconds.
4. Click Save Call Routing. A message appears confirming that call routing was successfully
updated.
Overflow Call Settings
Select which actions are taken when calls overflow.
1. Choose one of the following actions:
• Perform busy treatment
• Transfer to phone number (If selected, you must also enter a phone number)
• Play ringing until the caller hangs up
2. Play announcement before overflow processing: Set to On or Off, as desired.
Note: If On, the default announcement will play unless you select a custom audio file. See
step 4 below.
3. Overflow after a call waits a set amount of time: Set to On or Off, as desired. If On, enter
the amount of time in seconds.
4. (optional) If you want to select a custom audio file for the announcement played before
overflow processing:
a. Set Custom audio file to On and then click Browse.
b. To select a previously uploaded file, highlight it in the Uploaded Audio Files list
and click the > button to move it to Assigned Audio Files.

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c. To upload a new audio file, click Upload New Audio File and select a .wav file from
your computer. Highlight the file in the Uploaded Audio Files list and click the >
button to move it to Assigned Audio Files.
d. Click Use This Audio.
e. Click Save Announcement. A message appears confirming that the announcement
was successfully updated.
updated.
Stranded Call Settings
Select the call routing for stranded calls under two scenarios: (1) when all agents are signed out, and
(2) when all agents are unavailable and another triggering condition applies.
All Agents Are Signed Out
1. Choose one of the following:
• Perform busy treatment
• Transfer to phone number (If selected, a phone number must also be entered)
• Leave in queue
updated.

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All Agents Are Unavailable
This call routing is performed when all agents are unavailable, and at least [X] number of agents in
queue have unavailable code [select from existing unavailable codes].
When this option is enabled and the triggering condition is not enabled, calls are not considered
stranded and this call routing is not applied. If unavailable codes are not provisioned for the call
center, this option is ignored.
1. At least [X] agents have a set unavailable code: Enter the number of agents, set the button
to On, and click the drop-down arrow to select the unavailable code that will trigger the call
handling in step 2 below.
2. Choose one of the following:
a. Perform busy treatment
b. Transfer to phone number (If selected, a phone number must be entered)
c. Leave in queue
updated.
Advanced Call Routing Rules
In the default configuration (Default Action: Schedule Always: Forward to: 4444), all calls route to the
Call Center queue 24/7. Businesses wanting calls coming in during After Hours to route to an
answering service (or various other scenarios) can use this feature to customize how calls route
automatically, based on a schedule.
list of rules.
this rule does, such as “Route To Answering Service.”
If you don’t yet have a schedule to use, such as an After Hours schedule, see the section on
This could be another extension, such as the extension of the main Auto Attendant, or the
extension of another Hunt Group, Call Center queue or anything else in the system. If the call
is to route to a number outside of the system, enter a 10-digit number. If you would like calls

70
to roll to a voicemail box, enter *55 and the extension of the voicemail box to use. This could
be *556666 if this Hunt Group is configured with a Standalone Voicemail box.
created.
a “Route To Answering Service” rule that routed to an outside answering service during
After Hours, this would be the top rule. Any calls to the Hunt Group would then route to the
answering service during after hours. For any time that was not defined by the After Hours
schedule, processing would fall through to the Default rule which would route calls to this
Hunt Group.
rule routing as most holidays will span the entire day. If a Holiday is not the top rule, and the
“Route to Answering Service” rule is higher up on the list, for example, calls may still route to
the answering service during After Hours, even on a Holiday, because that rule would be
processed first.
If an arrow is gray, that rule cannot be moved in that direction. If an arrow is black, click the
arrow to move that rule up or down in the list.
10. Rule processing can be completely suspended for all rules by moving the Scheduled Call
Routing slider to the Off position. When in the Off position, only the Default
Action will be taken. To resume rules processing, move back to the On position.
7.2.4 Delete Queue
1. Highlight the queue to delete and click the icon. .
2. A confirmation dialog box appears asking whether to delete the queue. Click Yes.
3. The queue no longer appears in the Call Center widget.

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Section 8: Buy Services Tab
8.1 Add-on Services Widget
As an Administrator, Core Services, Auto Attendant Services, Conferencing Services or Other Services
can be added to the organization’s users.
1. Click in the widget to open a larger pane.
2. Choose Core Services, Auto Attendant Services, Conferencing Services or Other
Services.
3. A Location dialog box appears. Select whether the services are for the same location or a
new address and click Proceed.
4. If the services are for a new address, the Enter New Location dialog box appears.
a. Enter a location label, address, city, state and zip code and click Proceed.

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b. The Confirm Location dialog box opens. Select an address from the list presented
and click Continue.
5. If buying Core Services, click the service to purchase. Additional details appear, along with
the Add to Cart button.
6. If applicable, enter or edit any required information, such as the physical E911 address
associated with the extension, user name or the phone number associated with the service.
8. Click Continue.
9. Enter or edit the billing and payment information.
10. Click Continue.
11. Review the order details. To make any changes, click Back. If the order is correct, click Place
Order.
Section 9: Reporting Tab

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9.1 Call Log Widget
The Call Log displays information about incoming and outgoing calls. Administrators can filter this
information to create customized reports.
1. Click the Call Type drop-down arrow and select All, Inbound, Outbound or Intercom calls.
2. Click the Time Period drop-down arrow and select a time period for the report.

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3. Click the Number of Calls drop-down and select how many calls you want to display at a
time.
4. Click the and buttons to display the previous group of calls and the next group of
calls.
5. (optional) Click Download as CSV to export the Call Log to an Excel worksheet for viewing,
sorting and printing.
Note: indicates Intercom calls; indicates Inbound calls; indicates Outbound calls.
9.2 Traffic Summary Widget
Both incoming and outgoing call traffic is summarized in this chart. Administrators can apply various
filters to create customized charts and then print or download them.
1. Choose whether to chart Incoming, Outgoing or Both types of calls.
2. Click the Time Period drop-down arrow and select the time period to chart.
3. To print or download your customized chart, click the icon and select an option.

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Section 10: Administration and Access Tab
10.1 Administration and Access widget
Administrators can add users, download user details as CSV files, remove users, edit user settings
and reset passwords.
10.1.1 Add Users
1. Click Add User.
2. Enter the user’s name and email address.
3. Scroll through the list of Tags. Highlight the tags to add to the user’s profile and click . To
remove a tag from the profile, click .
4. (optional) If a tag does not appear in the list, enter it in the box provided and click New Tag.
5. Click the Role drop-down arrow and select either Admin or End User.
6. If adding only one user, click Create User. If adding multiple users, click Create User and
Add Another.
10.1.2 Download User Details as CSV
Export the user information displayed in Administration and Access widget to an Excel worksheet for
viewing, sorting and printing.
1. Click Download as CSV.
3. Open the Excel worksheet.

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10.1.3 Remove Users
1. Check the box next the user’s name.
2. Click Remove.
3. When the confirmation dialog appears, click Yes.
10.1.4 Edit User Settings
Administrators can edit settings for individual users and multiple users.
1. To edit an individual user’s settings, locate the username and click Edit.
2. To edit settings for multiple users, check the box on the menu bar. All users below it are
automatically selected.
OR
To select particular users, check the boxes next to their usernames.
3. Click Edit at the bottom of the column.

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4. Edit the user’s name and email address, if applicable.
5. Scroll through the list of Tags. Highlight any you want to add to the user’s profile and click
. To remove labels from the profile, click .
6. (optional) To add a tag that does not appear in the list, enter it in the box provided and click
New Tag.
7. To modify the user’s permissions, click the Role drop-down arrow and select either Admin
or End User.
8. If applicable, select Call Center User Settings.
Note: These settings are only available if call center services were purchased. In addition,
licenses must be available to designate users as call center agents; users can be designated as
call center supervisors without requiring a license. To purchase call center services and
licenses, contact ANPI.
a. To Grant Agent Privileges (i.e., to pair an extension or phone number with the
agent’s license), change the Off setting to On and select an extension number for the
agent. The number of Licenses Used increases by 1.
b. To Grant Agent Client Access (i.e., to give agents access to a web-based user
interface), change the Off setting to On and select an extension number for the
agent. The number of Licenses Used Increases by 1. Agents can now use the online
client interface for the call center.
Note: The agent’s login URL and username/password are sent to them via email.
c. To Grant Supervisor Privileges (i.e., to enable the user to modify call center
queues and view call center statistics), change the Off setting to On and select an
extension number for the supervisor. This also grants the supervisor access to the
online client interface for the call center.
Note: In many call centers, supervisors also function as agents, especially during

79
peak times or when hold times exceed SLAs. To enable a supervisor to serve as an
agent, you must grant them agent privileges (see steps a and b), which requires a
license, in addition to granting them supervisor privileges.
d. (optional) Select an Agent Threshold Profile by clicking the drop-down arrow and
choosing a profile.
Note: The call center has the option of setting “Yellow” and “Red” threshold values
for a set of agent-related metrics. When these thresholds are crossed, the severity is
rendered visually on the supervisor’s Dashboard client. Email notifications may also
be sent to addresses included in the profile. Profiles are set up in Call Center
Settings.
9. If editing multiple user settings, click Next User and Previous User to cycle through the
users you selected.
10. Click Save.

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10.1.5 Reset Passwords
Administrators can reset passwords for users who have forgotten the answers to their security
questions.
1. Locate the user’s name and click Reset Password.
2. A dialog box appears asking whether you want the user to receive an email to reset their
password. Click Yes.
3. Another dialog box appears confirming that an email has been sent to the user. Click Close.

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Section 11: Support Tab
11.1 Contact Us Widget
ANPI can be contacted in a variety of ways:
• Send us Feedback
• Technical Issues
• Speak To a Representative
• Email
11.1.1 Send us Feedback
1. Click Send us Feedback. A feedback form opens.
2. Enter your comments or suggestions.
3. Click Send Feedback.
11.1.2 Technical Issues
1. Click Technical Issues. A service ticket opens.
2. Enter the required information.
3. (optional) Click Browse to select and upload an attachment. Repeat to add multiple
attachments.
4. Click Submit.
11.1.3 Speak To a Representative
Call the number displayed to talk to a live customer service representative.
11.1.4 Email
Click Email on the email address provided to send us an email message.

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11.2 Tickets Widget
Recent tickets are displayed here. Tickets can be sorted by ticket ID, issue type, status, subject and
date created.
Administrators can also open new tickets.
1. Click New Ticket. A service ticket opens.
2. Enter the required information.
3. (optional) Click Browse to select and upload an attachment. Repeat to add multiple
attachments.
4. Click Submit.
Section 12: Schedules Tab
12.1 Schedules Widget
Administrators can use the Schedules Widget to create and manage existing schedules. Schedules can
be used by Administrators in various areas within the Customer Administration Portal, including
with Auto Attendants, Hunt Groups and Call Center queues. Schedules can be built once, then used
among all these services. For example, a schedule for Business Hours can be created which can also
be used for Hunt Groups. If the Business Hours change, only the Schedule needs to be updated, and
all services using it will be current.

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12.1.1 Global/Location Schedules
Schedules can be created as Global or Location schedules. This is mainly an organizational
convenience. The default tab is the Global Schedules tab. Most schedules will be created in this tab. If
an Administrator wants to create a schedule that is to be used with a specific location, this schedule
can be created in the Location Schedules tab. However, when using schedules, all schedules will be
available to be used in any queu, regardless of location.
If all locations use the same set of hours, it is not necessary to create a Business Hours schedule for
each location. This is because any Time Zone setting is set in the specific service using the schedule,
and not in the schedule itself.
12.1.2 Creating, Editing and Deleting Schedules
Administrators can create new schedules.
1. Click New Schedule . A New Schedule dialog opens.
2. The New Schedule dialog uses a standard calendar view.
3. Enter a name, such as Business Hours, in the Schedule Name field.
4. Choose a Schedule Type from the drop-down list. A Regular Schedule is a standard
schedule. A Holiday Schedule is used for any holiday type schedules and must be tagged
this way.
5. Click Add Event to add a new event to a schedule. As a second editing option, Left-
click on a specific day and time in the calendar view and begin dragging down the screen.
When the mouse button is released, the new event dialog will be displayed, along with the
selected start and end times. As a third option, double-click on any day/time in the calendar
view to bring up the new event dialog with that day and time set as the starting day and
time.

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6. A schedule can contain multiple events. For example, an After Hours schedule could contain
an event spanning 12:00 a.m. to 8:00 a.m. weekly, a second event spanning 5:00 p.m. to
12:00 p.m. weekly, and a third event covering the full day for both days of the weekend.
7. When creating an event, each event must be named. Enter the name in the Description field.
8. Events can be repeating events or single events. By default, the repeating options are
enabled. If you want a single event, click the red Disabled button to collapse the repeating
options. Different repeating options are available, depending on whether the event repeats
Daily, Weekly (default), Monthly or Yearly.
9. Choose the proper start and end times for this event. If the event is using any repeating
option, the end day does not matter. The end day is only used for non-repeating events. The
beginning day is used to choose when this event should start. For example, the above event
would start repeating on July 1st.
10. If this event is a full day event, click the Full day check box instead of setting start and end
times.
11. Click Save to save this event, Cancel to cancel creating this event,or Delete if this is an
existing event you want to delete from a schedule.
12. To add additional events, click New Event again and create another event.

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13. When all events have been added to this schedule, Click Save in the New Schedule dialog.
14. The schedule dialog also supports Day, Week, Month and Year views. Choose the view you
want from the tab in the date bar on the schedule. Use the arrows on the right to move to the
next Day, Week, Month or Year, depending on the view.
15. Creating events for a Holiday schedule is easier to do in the Year view. Click New Schedule,
choose Holiday Schedule, then choose Year from the tab. Double-click on any day to create
an event on that day. By default, the Full Day option will be checked. Multiple days can be
added to the schedule.
16. Once a schedule exists in the Schedules Widget, the schedule can be modified by clicking
Edit or Delete.
17. If a schedule is in use, any attempt to delete the schedule will fail. Anything using this
schedule must first be modified to not reference the schedule before it can be deleted.

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Section 13: Account Settings
End Users can manage account settings, including your password and security questions.
1. Reset the password and select security questions as applicable.
2. Enter CPNI pass phrase and answer your security questions. This will confirm your identity
to our customer service representatives.
3. Opt in/out of receiving ANPI promotional materials.
4. (optional) Click Browse to upload a profile photo.
5. Click Save.

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Section 14: Company Settings
Administrators can modify company settings.
Note: These changes will take effect across the entire Customer Administration Portal.
1. Update the company address and time zone, as applicable.
2. Click Save.

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Section 15: Frequently Asked Functions
Below is a list of common functions within the Customer Administration Portal and where to find
them inside this guide.
• Adding a new user (page 77)
• Change or customize extension numbers (page 10)
• Sync users across applications (page 13)
• Activating a new phone (page 10)
• Set up voicemail to email (page 22)
• Change Caller Line ID (page 19)
• Change members of a hunt group (page 35)
• Upload custom music on hold (page 36)
• Sending a hosted fax (47)

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