Overview

Hosted VoIP & Data Bundle

Purpose of this guide:

With Hosted VoIP and Data Bundle, Users and Administrators have access to several tools that enable the management of their voice features. This guide will show you how to use these tools and manage your robust set of features.


Management Tools:

Polycom Phones - used to place and receive calls, as well as, manage several of the voice features.

Voice Portal - used to access voice mail and manage call forwarding features. It also enables the Administrator to record their Auto Attendant greetings and menu options.

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Toolbar - used to place and accept telephone calls, as well as, change telephone settings from within Microsoft Outlook, Internet Explorer and Firefox.

Web Portal - enables Users and Administrators to manage telephone and routing settings. The Web Portal can be accessed from any internet connection.

*Note* For slides that have audio you will see the above audio player. Use the controls to play, pause, or stop the audio on that slide.

Help

Using this CBT

Please review these helpful tips for navigating through this CBT.

The Audio Player appears at the bottom of most slides. Use the controls to play, pause, or stop the audio on the slide. In addition, use the controls on the right to adjust the volume.

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*This is a screenshot of the audio player.

The Video Player displays at the bottom of the demonstration videos when you place your cursor in the window. Use the controls as follows:

  1. Click the pauseButton or playButton button to play or pause the video.
  2. Left click on the end of the progression line progressLine and drag to fast-forward or rewind the video.
  3. Hover the mouse over the volumeButton button to expand the volume panel. Left click in the panel to adjust the volume.

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Features

Basic Feature Bundle
Caller ID/Name Call Forward Always/Busy/No Answer Call Fwd. Universal
Last Number Redial Call Log 3Way Calling
Call Return Call Transfer Consultation Call Transfer 3way
Caller ID Block Call Transfer Disconnect Call Waiting
Call Waiting Cancel Attended Transfer Hunting
Voicemail Voicemail to email
Hosted Enhanced Feature Bundle
Caller ID/Name Diversion Inhibitor/Transfer Takeback Call Forward Always/Busy/No Answer
Call Forwarding Select (TOD) Call Fwd. Universal Automatic Call Hold
Last Number Redial Busy Lamp Field Call Log
N Way Call 3Way Calling Custom Ring Back
Call Return Directed Call Pickup (w/barge in) Call Transfer Consultation
Call Notify (email) Call Transfer 3way Selective Call Acceptance
Caller ID Block Selective Call Rejection Call Transfer Disconnect
Sequential Ring - Find Me/Follow Me Call Waiting SIM Ring
Call Waiting Cancel Alternate Numbers Attended Transfer
Automatic Hold Retrieve Hunting Barge-In Exempt
Anywhere Voice Portal Calling Speed Dial 8
Push to Talk/Auto Answer Speed Dial 100 Voicemail to email
Anonymous Call Rejection Call Park/Call Pickup Automatic Call Back
Voicemail Do Not Disturb Shared Appearance
Support

Contact the Customer Care team at 1-800-600-5050 to change your feature package.

Login Info

Obtaining IDs & Passwords

This section will show you where to find your usernames and passwords for the Toolbar and Web portal on the Install Kit that is emailed to you.

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Toolbar Downloading Video

Voice Portal

Overview

Users can:

  • Set up and access voice mail.
  • Access your call forwarding features from a remote location.

Administrators can:

  • Record Auto Attendant greetings and menu options.

General Information:

  • Each customer location is assigned 1 Voice Portal number which all employees at that location will use.
  • The Voice Portal number is a unique number for your location.
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  • You can find your assigned Voice Portal number listed on the "Install Kit" that was e-mailed to you prior to installation.
  • Everyone at the location will use the same Voice Portal number to access their individual voice mail account.
  • The Administrator for your location will use the Voice Portal passcode to manage the overall Voice Portal and Auto Attendant greetings.
  • Users will be locked out if they attempt to log in more than 5 times with the wrong passcode. The Administrator can reset the Users passcode from the Web Portal. If the Administrator is locked out, they will need to call Customer Care at 800-600-5050 for assistance.

Voice Portal

Logging in for the first time/Activating your Voice Portal number

For instruction on logging at the individual User level, click the Voice Mail tab. Before accessing the Administrative level of the Voice Portal, you must change your password and record a personalized name.

From any phone:

  • Dial your Voice portal Number.
  • If you are prompted for a password, press the * key.
  • You will be prompted for your "mailbox id", enter all 10 digits of your Voice Portal number and press the # key.
  • Now when prompted for a password, enter the default password "Windstream" (9463787326).
  • Then press # key.
  • Enter your new passcode and press the # key.
  • Password must be 6-10 digits in length without any repeated digits and can not be the same as your Voice Portal number.
  • You will be prompted to reenter your new passcode and press the # key to confirm.
  • You will be prompted to record your name. At the tone, clearly state the name of the business then press the # key.
  • If you are satisfied with the recording press the * key.

Once you have reset the password and recorded the name of your business, the Voice Portal is activated and you are ready to record your Auto Attendant greetings and menu options. Continue to the Auto Attendant section.

Voice Portal

Recording Auto Attendant Greetings and Menu Options

Before you record your Auto Attendant greetings, it's a good idea not only to write down what you want to say but check the menu options set up for your Auto Attendant. To view the programmed menu options, you will need to access the VoIP and Data portal at the Group Administrator level. See the Web Portal tab for instructions.


After you have accessed the Voice Portal at the Administrative level:

  • From the Administrative Voice Portal Main Menu, press 1 to access the Auto Attendant menu.
  • To set up your Business Hours greeting, press 1.
  • To record a Business Hours greeting, press 1.
  • After the tone, record your Business Hours greeting and menu options. Then press the # key to stop the recording.

"Thank you for calling Windstream. Please select one of the following options: To transfer to the operator, press 0. If you know your party's extension, press 1. To use our automated name directory, press 2."


  • If you are satisfied with the greeting, press the * key.
  • The Auto Attendant Main menu will start again.
  • If you would like to record your After Hours greeting menu, press 2.
  • After the tone, speak clearly to record your After Hours greeting menu. Then press the # key.
  • If you are satisfied with the recording, press the * key.

Voice Mail

Overview

With the Hosted VoIP and Data Bundle solution, there are several ways to access your voice mail. Choose the method that works best for you.

Calling from your Polycom phone:

  1. Dial the last 4 digits or extension number of your Voice Portal number and press the # key. The system will prompt you for a password. Or...
  2. If you have a Polycom phone with a Message button, models in 500 or 600 series, you can press the Message button on your phone.
  3. Select the line with the voice mail box you want to access then press the Connect softkey. You will then be prompted for your password.

Calling from another Polycom phone in the office:

  1. Dial the last 4 digits or extension number of your Voice Portal number and press the # key. The system will prompt you for a password. Do not enter your password.
  2. Instead of entering the password, press the * key. You will be prompted for your mailbox id, enter all 10 digits of your phone number and press the # key. This identifies which voice mail box you are trying to access.
  3. You will then be prompted for your password.

If Calling from outside the office:

  1. Dial the Voice Portal number.
  2. When prompted for your mailbox id, enter your 10-digit telephone number and press the # key.
  3. You will then be prompted for your password.

Voice Mail

Logging In for the First Time

After accessing your voice mail for the first time, using any of the methods mentioned on the previous page, you will need to reset your password and record your personalized name as described below:


  1. When prompted for a password enter the default password which is "Windstream" (i.e. 9463787326) and press the # key. Next, you are prompted to enter a new password.
  2. Enter a new password and press the # key.
  3. Re-enter the password and press the # key. Next, you are prompted to record your name.
  4. At the tone, speak clearly and record your name then press the # key.
  5. You will hear the following message: "If you are satisfied with your name recording, press the * key. To record your name, press 1; to listen to your name recording, press 2; to repeat this menu press the # key." If you are satisfied, press the * key.

The password is changed and your name is recorded. Now, we are ready to record your greetings! Click the forward arrow in the bottom right to continue.

Voice Mail

Recording your Busy and No Answer Greetings

Once you have changed your password and recorded your name, you will need to record your Busy greeting and No Answer greeting. Before recording, it's a good idea to write down what you want to say.

From the Voice Mail Main Menu:

  • Press 1 to access the Voice Messaging Menu.
  • Press 2 to access the Busy Greeting Menu.
  • Press 1 to record your Busy Greeting.
  • Record your greeting at the tone.
  • Press the # key to end the recording.
  • Press the * key if you are satisfied with the recording.

The Voice Messaging Menu begins to play again.

  • Press 3 to access the No Answer Greeting Menu.
  • Press 1 to record your No Answer Greeting.
  • Record your greeting at the tone.
  • Press the # key to end the recording.
  • Press the * key if you are satisfied with the recording.

And that's it, your voice mail is now set up and ready to receive calls. Click the forward arrow in the bottom right hand corner to review more Voice Messaging menu options.

Voice Mail

Retrieving Messages

Here are some of the Voice Mail menu options to help you manage your messages.

Voice Messaging Menu options:

  • Play Messages, press 1.
  • Save messages, press #.
  • Delete messages, press 7.
  • Repeat message, press 2.

While playing messages:

  • Skip backward 3 seconds, press 1.
  • Pause playback, press 2.
  • Skip forward 3 seconds, press 3.
  • Skip to beginning of message, press 4.
  • Play message envelope, press 5.
  • Skip to end of message, press 6.

To get a printable quick reference guide go to Business.Windstream.com. Click the Customer Login link. Under Customer Tools, click the Service Setup and User Tools link. Then choose the voice mail quick reference guide under Hosted PBX Tools section.

Voice Mail

Accessing the Call Forward Features Remotely

  • First dial your Voice Portal number.
  • When prompted for your "mailbox id" enter your phone number and then press the # key.
  • Enter your passcode and press the # key.
  • From the Voice Portal Main Menu, Press 4.



To activate Call Forwarding, press press 1.

To deactivate Call Forwarding, press press 2.

To change the forwarding destination, press press 3.

To listen to forwarding status, press press 4.

To return to Voice Portal Main Menu, press press *.

To repeat the menu, press press #.

The Toolbar

Overview and Key Functions

The Assistant Enterprise Toolbar is a value added service that comes with your Hosted VoIP and Data Bundle solution. You can set-up and manage your voice services right from your computer.

Illustration of the Assistant Enterprise Toolbar:

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Toolbar Downloading Video

The Toolbar

Downloading the Toolbar File

Learn how to download the Assistant Enterprise Toolbar application to your computer.

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Toolbar Downloading Video

The Toolbar

Logging in for the first time

Logging in for the first time is quick and easy.

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Illustration of the Assistant Enterprise Toolbar Login screen

Toolbar Downloading Video

The Toolbar

Feature Setup

This sections deals with the Services tab on the toolbar. Pre-select your settings then just toggle them off and on right from the icons on the toolbar.

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Illustration of the Feature Setup screen

Toolbar Feature Setup

The Toolbar

Call Handling

Learn how to answer, transfer and make outbound calls using the Assistant Enterprise toolbar.

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Toolbar Downloading Video

The Toolbar

"Anywhere" Function (1 of 3)

Anywhere Feature Benefits:

  • One Business Number - Callers dial one number to reach the User's desk phone, mobile phone and other desired numbers simultaneously. All phones share a single voice mail box.
  • Move Calls Among Devices - Users enjoy voice call continuity by moving ongoing calls seamlessly from one phone to another without hanging up.
  • Universal Features - Users have access to their business calling features and dialing plans, regardless of which device they use to receive or make the call.
  • Easy Management - Self-service management of User's phones (add, delete, etc) through the Toolbar or VoIP and Data Portal.

Set up your office and conduct business from anywhere you have access to a phone.

Note: You must purchase the Enhanced Feature Package to receive this feature. To add post installation, contact Customer Care at 800.600.5050.

The Toolbar

"Anywhere" Function (2 of 3)

In this section you'll learn how to configure your "Anywhere" Function.

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Illustration of the "Anywhere" Configuration Menu

Toolbar Downloading Video

The Toolbar

"Anywhere" Function (3 of 3)

For incoming calls

Just make sure at least one of the locations you configured is enabled and that's it. You stop calls from forwarding to your Anywhere locations, uncheck the enabled box by each location.

To make calls using Anywhere:

  1. Using one of the configured locations, call your Anywhere number.
  2. Enter your password and press the # key.
  3. Enter the destination digits

Move Call from your desk phone to your cell phone:

  1. While still on the call, dial your Anywhere number.
  2. Enter your password.
  3. When prompted to enter the destination digits press the * key and enter code 11. The call is now on your cell phone.

To move a call from your cell phone back to your desk phone:

  1. Select an open line on your phone by picking up the handset or pressing the headset button.
  2. Press the * key and enter code 11.

The call will move to your desk phone and you can keep talking.

The Toolbar

CommPilot Express

Specify call treatments according to the profile you select on the toolbar.

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Illustration of the Profile Screen of the CommPilot Express

Toolbar Downloading Video

The Web Portal

Overview

Manage your Hosted VoIP and Data Bundle solution from anywhere you have Internet access.

Administrator ID Functions

Manage telephone settings for the Group and User level - such as:

Passcode Reset Upload Music on Hold Anywhere
Call Forward And MUCH more!

Manage location level services and other services that are applied to the entire location:

Auto Attendant Hunting Disaster Redirect
And MORE!
User ID Functions

Manage telephone settings for the Group and User level - such as:

Call Forward Speed Dials Anywhere
Remote Office Do Not Disturb And MUCH more!

The Web Portal

Group Administrator Login (1 of 4)

This section will show you how to log into the VoIP and Data Portal at the Group Administrator level.

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Group Administrator Login Video

The Web Portal

Group Time and Holiday Schedules (2 of 4)

Learn how to create and modify time and holiday schedules that can be applied to your voice features.

Group Time and Holiday Schedules Video

The Web Portal

Group Managing Auto Attendant (3 of 4)

Manage your Auto Attendant call routing and learn how to apply time and holiday schedules.

Group Managing Auto Attendant Video

The Web Portal

Group Feature Management (4 of 4)

Learn how to set up and manage other group calling features. Setup and manage Hunt groups, Call Park/Pickup and more.

Group Feature Management Video

The Web Portal

Using the Help Menu

The VoIP and Data Portal has an intuitive help menu to assist you with managing your voice services.

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Illustration of the Help Menu website.

Using the Help Menu Video

The Web Portal

User(Employee) Login

In this section learn how to log into the VoIP and Data Portal at the User level to control your individual voice services.

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User(Employee) Login Video

The Web Portal

User level Time Schedules and Feature Management

This section will cover creating time schedules and feature setup at the individual user level.

User(Employee) Login Video

Support

Accessing Features

At Windstream we are here for you!

All of our Call Centers are located right here in the United States.

For technical support, billing or to make changes to your account, call our Customer Experience Center at 1-800-600-5050.

For printable quick reference and setup guides go to business.windstream.com, click the Customer Login link then click the Service Setup and User tools link.

Training Logo

This project was created by Windstream's Training & Development Department.

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