ROGERS BUSINESS Advantage Voice Self Serve Portal User Guide

Advantage Voice Self-Serve Portal
Administrator Guide

Log-in Process/Hierarchy and Navigation

Inside you’ll find easy-to-follow instructions and definitions for all the features included with your Advantage Voice service.
Note: Some features may not be accessible due to the package and/or add-on(s) you are currently subscribed to. If an enabled feature is not appearing properly in the portal, please clear your cache, log out and log back into the portal may resolve your issue. If problem persists, please contact our Support team
VolP phone emergency 9-1-1 features differ from traditional 9-1-1 services.
Hierarchy
There are multiple levels of access for the portal:

• End Users – able to access and manage their profile (including password and calling ID name), call features, and call records. Typical username credential is ‘phonenumber@email.com’
• Group Administrator – able to manage all group services and schedules, common directories, and control the visual device management for all users (add/remove keys on the phone sets). Typical username credential is ‘Enterprise ID-Group ID’@email.com’ or ‘1234-01@email.com’
• Enterprise Administrator – username credential is ‘Enterprise ID- GrouplD@cloudpbx.shawbusiness.ca’

Logging into the Portal
To access the user portal visit: https://voiceportal.shawbusiness.ca/

1. Refer to the welcome email for your group admin username and password

2. First-time users will be prompted to create a unique password. Choose a password that are:
   a. Cannot contain the login ID
   b. Cannot contain the old password
   c. Cannot be the reverse of the old password
   d. Cannot be any of the last 3 passwords
   e. Must be at least 12 characters
   f. Must contain at least 1 number(s) g. Must contain at least 1 non- alphanumeric character (special character)
   h. Must contain at least 1 uppercase alpha character(s) **i. Must contain at least 1 lowercase alpha character(s)
   **

3. Click the ‘Show Password’ toggle to the right if you require to review the password

Navigating the Self-Serve Portal

The self-serve portal is intuitively categorized into specific calling features for ease-of-use.
An icon in the menu flagged as a red icon is an ‘active’ feature that the customer can access An icon in black is an ‘inactive’ feature, which may require activation through the portal. An icon in grey or unclickable is not available and may require a subscription change.
Note: Some features may not be accessible due to the package and/or add- on(s) you are currently subscribed to. If an enabled feature is not appearing properly in the portal, please clear your cache, log out and log back into the portal may resolve your issue. If problem persists, please contact our Support team

A.) Company Name/Enterprise Name
B.) Advanced Menu Settings
C.) Administrator Settings
D.) Entities
E.) Features

Need Help?

The features in the self-serve portal are further defined via the help menu, via the question mark (?) icon when applicable. Click on the help icon to get a description of each feature from avendor’s perspective
Alternatively, our Rogers Business support team may assist you in any query related to the new self-serve portal. We are reachable at https://business.shaw.ca/support or 1-877-742-9249

Advanced Menu Settings

By clicking on the gear icon on the right side of the screen, it will bring you to the advanced menu, which will show all relevant fields that you can update and save in one menu. Click ‘Save’ on the top right-hand side of the browser to finalize activation.
The advanced menu will inform the administrator information such as Enterprise/Site ID, Site Name, User count and features being managed, other group administrator(s) when applicable, and feature(s) that are enabled/disabled
If any changes are made, the feature will have a green outline and a green checkmark will appear, indicating the feature is changed. Click ‘Save’ on the top right-hand sice of the browser to finalize changes

Administrator Settings

Any icon in the menu flagged as a red icon is an ‘active’ feature that the customer can access . Any icon in black is an ‘inactive’ feature, which may require activation through the portal. Any icon in grey or unclickable is not available and may require a subscription change
Profile
Clicking on the ‘Profile icon gives you the ability to review your user profile related to your product. This cannot be modified without calling Rogers Business Support.
Admins
Clicking on the ‘Admins’ icon will give you a list of other group administrator(s) helping you manage your voice services. The top right-hand corner visually informs you how many group administrators exists, which are ‘5’ in this example
If required, a group administrator user credential must be created only by Rogers Business Support.
Devices
Clicking on the ‘Devices’ icon will let you manage any user’s device using our Visual Device Management (VDM). If at least one device is active, the icon will turn red. In this case, all 104 devices are inactive and requires activation.
Visual Device Management
In this section, an administrator can manage a specific user device, if needed. You can search for a user by clicking on the red drop-down menu, clicking on OK. Once selected, the user will appear as a selected person and can now be managed. When applicable, you can now access the user’s device to manage their buttons or reset the  device, located on the top right-hand corner, if necessary. Directory
Clicking on the ‘Directory’ icon allows user to manage their contacts and serves as a searchable company directory, listing names, numbers, and email addresses.

Schedules
If your organization requires a set schedule to handle your calls, you can create one here. Click on the ‘Schedules’ icon to start the process.

Create a Schedule

1. Click on ‘Schedules’ icon from the main menu

2. Click on the plus (+) icon located on the top right-hand corner of the page

3. Enter the name of the schedule you would like to input

4. Select the type of schedule you would like to build
   a. Time – |deal for after-hours schedule, business hour schedule, etc.
   b. Holiday – Ideal for holiday scheduling

5. Click OK

6. Click Save on the top right-hand corner of the page

Creating a ‘Time’ Schedule

1. Create a schedule using the ‘Create a Schedule’ steps above

2. Once you have created the schedule file, it should appear from your list of schedules on the ‘Schedules’ page

3. Click on the schedule you created using the gear icon. As a group administrator, you can edit a group schedule and/or a user-defined schedule

4. Click on the blue plus (+) icon to edit the operating hours of your business that day

5. Adjust the left circular indicator to adjust your start time and adjust the right circular indicator to adjust your end time. Right now, the operating hours on Monday is set between 7:15AM and 4:30PM
   If this schedule is implemented, any call received from 4:31PM to 11:59PM could be set as an ‘after hours’ call

6. Adjust any other applicable day of the week for your customized experience

7. Click on ‘Save’ on the top right-hand corner of the page

Creating a Holiday Schedule

1. Create a schedule using the ‘Create a Schedule’ steps above
2. Once you have created the schedule file, it should appear from your list of schedules on the ‘Schedules’ page
3. Click on the schedule you created using the gear icon. As a group administrator, you can edit a group schedule and/or a user-defined schedule
4. To add a scheduled holiday, click on the plus (+) icon on the ‘Holidays’ section of the page
5. To add the holiday event, fill in the fields below:

a. Event Name is the name of your holiday
b. Select ‘All day event’ if it’s the whole day holiday; do not select if it’s time sensitive
c. Click on the start date to modify it
d. Select date on the top left-hand downward arrow of the calendar to modify it

e. Click on the upward arrow of the calendar after you have selected the appropriate month
f. Select the appropriate start date and click outside the calendar to complete the start date

g. Repeat the same steps to change the time and the end date

h. Click on Save on the right-hand side of the sub-menu
i. If successful, it would show as an event in your schedule

Using a Schedule
Schedules can be utilized through a specific calling feature available to your phone line. The following call features that are schedule-driven, but not limited to, are:

• Auto Attendant
• Office Anywhere – Selective
• Selective Call Forwarding
• Selective Call Acceptance

Please refer to the specific feature in the ‘End User Guide’ you would like to add a schedule to for more details.
Announcements
Clicking on the ‘Announcements’ icon will give you the ability to upload your customized announcement into a repository and use it for call-specific features, such as auto-attendant.
Adding an Announcement
Clicking on the (+) icon, located at top right-hand corner of the browser will give you the ability to upload an MP3 or WAV file for announcements also called ‘Personal Greeting’.

Entities

This section will give administrative control over users when required. These users and features are provisioned by Rogers for your Group according to your organization’s requirements.
Note: Some features may not be accessible due to the package and/or add-on(s) you are currently subscribed to. If an enabled feature is not appearing properly in the portal, please clear your cache, log out and log back into the portal may resolve your issue. If problem persists, please contact our Support team.

Users
  Clicking the ‘Users” icon will give an administrator the ability to control a specific  user and maintain their data, if needed. The icon will inform you how many users are in the organization, which are 26

Searching for a User
You can search for a specific user by typing their first name, last name, or phone number in the search bar and then hit the ‘Enter’ key.

User View
After searching for the user, it will bring you their specific user view. An icon in the menu flagged as a red icon is an ‘active’ feature that the customer can access. An icon in black is an ‘inactive’ feature, which may require activat on through the portal. An icon in grey or unclickable is not available and may require a subscription change.
Resetting user credentials/password/voicemail PIN, changing first name/last name will be under ‘Profile,” while enabling/disabling features will be available by clicking on the appropriate icon.
Please review the Advantage Voice Online Feature Management End User Guide’ for a detailed view of how to navigate the end-user portal.

Hunt Groups

1. The Hunt Groups page displays all the Hunt Groups in your group. You can look for  SpeCific

Hunt Group by typing in ID, name, or phone number in the search box.
A Hunt Group automatically processes incoming calls received by a single phone number by distriouting them among a group of users or agents.
Note: Some features may not be accessible due to the package and/or add- on(s) to  which you are currently subscribed. If an enabled feature is not appearing properly in the portal, please clear your cache, log out and log back into the portal may resolve your issue. If problem persists, please contact our Support team.

Advanced Hunt Group Menu
Clicking on the gearicon on the right-hand side of the Hunt Groups Menu will give you access to the advanced menu of your hunt group.

Hunt Group Profile
Clicking on “Profile’ will you access to the hunt group settings. Alternatively, this section is accessible via the Advanced Menu.
When making a change, the text field will indicate a change by having a green outline and agreencheck mark, signaling a user change.

Click ‘Save’ on the right-hand side to finalize settings.

Hunt Group Policies
Depending on your use case, selecting the appropriate policy will help the company fully utilize the hunt group feature. Your cptions for incoming calls are:
Circular: The hunting process starts on the Assigned Users list, after the most recent user to take a call. When the end of the list is reached, the process returns to the top of the list and continues. The process ends when an available user is found, or all users have been deemed busy and the Call Forwarding Busy action is triggered
Regular: The hunting process starts at the top of the Assigned Users list and evaluates users sequentially, until an available user is found, or the end of the list is reached.
Simultaneous: All available users on the Assigned Users are called at the same time. The call is connected to the first user to answer the call.
Uniform: The incoming calls to the group are presented with the user who has been idle for the longest time
Weighted Call Distribution : The incoming calls alert agents in a pseudo- rendom fashion according to their relative weight. Agents with a higher weight are assigned more incoming calls than agents with lower weights. The weight distribution can be  managed on the available edit screen.
No Answer Settings
When enabled, this feature allows you to configure the following when Hunt Group agents are not able to answer the calls.
– Enable skip to next agent after a configured number of rings.
– Enable forwarding of call after a configured number of seconds.
When making a change, the text field will indicate a change by having a green outline and a green check mark, signaling a user change Click ‘Save’ on the right-hand side to finalize settings

Not Reachable
When enabled, this feature allows you to configure the following when Hunt Group is not reachable.
– Enable call forwarding not reachable

– Make Hunt Group busy when all available agents are not reachable
When making a change, the text field will indicate a change by having a green outline and a green check mark, signaling a user change.
Click ‘Save’ on the right-hand side to finalize settings

Hunt Group Members
This section gives you the ability to add and/or remove users within your organization as part of the hunt group. It will also tell you which user(s) are currently part of the hunt group.

Adding Hunt Group Members

1. Click on ‘Assign Members’ to begin the process.
2. Search for the appropriate user and add them as a hunt group member by clicking on their checkbox, indicating a red checkmark and click on ‘Save’ on the right-hand side.
3. Confirm if that user has been added into the member list view. Note that the green outline appears on the member view. Click ‘Save’ on the right-hand corner to finalize the addition of the member.

Removing Hunt Group Members

1. Click on ‘Assign Members’ to begin the process.
2. Search for the appropriate user and add them as a hunt group member by clicking on their checkbox, indicating a red checkmark and click on ‘Save’ on the right-hand side.
3. Confirm if that user has been added into the member list view. Note that the green outline appears on the member view. Click ‘Save’ on the right-hand corner to finalize the removal of the member.

Call Waiting
Enable/disable Call Waiting oy moving the slider

Call Logs
Clicking on the ‘Call Logs’ icon will give you a basic call log related to your hunt group. Please note that when virtual users such as Hunt Group, Auto Attendant, or Call Queuing, the Basic Call Logs is not provisioned by default.

Incoming Call Hunt Group Settings
An icon in the menu flagged as a red icon is an ‘active’ feature that the customer can access An icon in black is an ‘inactive’ feature, which may require activation through the portal. An icon in grey or unclickable is not available and may require a subscription change.

Call Forwarding Always
Call Forwarding Always automatically forwards all your incoming calls to a different destination. You can enable the Ring Splash to play a short ring burst to your phone to remind you the call is forwarded This feature can be turned on/off as required

Incoming -> Call
Forwarding Always ->
Active or Inactive -> Save

If activated, the feature will have a green outline and a green checkmark will appear beside Active, indicating the feature is activated. Click ‘Save’ on the top right-hand side of the browser to finalize activation.
On the main menu, the feature will appear as a red icon, meaning that the feature is ‘Active;’ black icon is ‘inactive’.

Call Forwarding Busy
Call Forwarding Busy automatically forwards your calls to a different phone number when your phone is busy.
This feature can be turned on/off as required.

Incoming -> Call Forwarding Busy -> Active or Inactive -> Save

If activated, the feature will have a green outline and a green checkmark will appear beside Active, indicating the feature is activated. Click ‘Save’ on the top right-hand side of the browser to finalize activation.
On the main menu, the feature will appear as a red icon, meaning that the feature is ‘Active;’ black icon is ‘inactive.

Call Queuing
Call queuing is an add-on to an Advantage Voice plan and additional charges may apply When utilized, call queue can help an organization manage your call volume in various ways.
Select “Call Queuing’ from the main menu and search/locate the call queue to edit the parameters

Profile
This is where you can edit the name for the call queue and what appears in the Calling Line ID.
This is also where you can change the call queuing policy to one of the following:
– Simultaneous: All idle agents assigned to the queue will receive the call. The call is connected to the first user to answer the call
– Circular: Incoming calls from the queue start hunting with the agent following the last agent to receive a call. The queue ends when an idle agent is found, or all agents have been visited
– Regular: Incoming calls from the queue start hunting on the first agent on the list and hunts all the agents sequentially, until an idle agent is found, or the end of the list is reached
– Uniform: Incoming calls from the queue are presented with the agent who has been idle for the longest time

Profile section is where you can modify settings:
– Queue Length: This is where you can change how many calls the queue can manage (default is 25 calls)
– Play ringing when offering call: if selected, this will provide a ring tone to the caller in the queue when the call is being offered o an agent. Otherwise, the caller will continue to hear the announcement media until the call is answered by an agent.
– Reset caller statistics upon entry to queue: this determines if the caller statistics will be reset upon entry into that queue.
For example, if a caller is waiting in queue# 1 for 150 seconds and is then transferred to queuet# 2, if caller statistics are not reset upon entry to queue, their wait time will continue from 150 seconds. If caller statistics are reset upon entry into to queue, their wait time will be reset to 0 seconds.
– Allow agents to join Call Queues – this allows individuals or agents with the Call Queue license to add and remove themselves from taking calls from Call Queues.
– Allow Call Waiting on agents – this allows individuals or agents to receive a call waiting notification while on a call from a queue

Agents (Adding/Removing Agents from Call Queue
This section is where you can add or remove an agent from the call queue

– Toadd an agent: Click on Agents -> Assign Agents -> Select the user(s) you want added into the queue by adding the checkmark by clicking beside their name(s) -> Click ‘Save’ -> Click ‘Save’ again
– Toremove an agent: Click on Agents -> Assign Agents -> Select the user(s) you want removed from the queue by removing the checkmark by clicking beside their name(s) – > Click ‘Save’ -> Click ‘Save’ again

Announcements
This section is where you can modify the announcement settings for the call queue, estimated wait time, comfort message, and music on hold message
– Play entrance message – If this is selected, this will play a selected message to the caller as soon as they enter the queue.
– Entrance message is mandatory when played – if this is selected, the caller will hear the full entrance message even if an agent becomes available to take the call.
– Audio – you can choose from three audio settings
o Default – the default audio response is “Your call is very important to us. Please wait for the next available agent.”
o Custom – you can upload up to 4 custom audio files, which will play sequentially
– Estimated Wait Time When you select Entrance from the Announcements page dropdown menu, you can see the following settings:
o Enable estimated wait message for queued calls – if this is selected, a caller will hear either their position in queue or an estimated time for when their call will be answered. ii. Play updated wait message – the Estimated Wait message will be played for the caller for the period of time elapses.
o Operating Mode – Default is ‘time,” which puts priority on the caller that waited the longest time
Maximum wait time – Default is 100 minutes
Call handling time – Default is 5 minutes. This value is used to calculate the estimated wait time
– Play comfort message – if this is selected, this will play a selected message for the caller while they are on hold
– Enable music on hold for queued calls – if this is selected, the caller will hear audio that is selected under “Audio” section

Announcement Repository
This section is where you can manage custom announcements that can be utilized for your call queue
Overflow
Overflow section allows you to configure the call queuing routing policy when many calls have been received or calls have been waiting longer than the configured threshold. If the queue has reached the maximum number of calls allowed, any additional calls will follow the overflow routing.
Additionally, if enabled, calls that have been in the queue for the set amount of time will also follow the overflow routing. It is important to note that if caller statistics are not reset upon entering a queue, the time in queue carries from one queue to the next.

– Action – you have three options for how to respond to overflow calls:
o Busy -if this is selected, this means the caller will hear the busy tone.
o Transfer to phone number – if this is selected, this means the call will be transferred to a chosen phone number.
o Play ringing until caller hang
– Enable overflow after calls wait seconds – if this is selected, the calls that are in queue and have a time stamp that is greater than the entered value will follow the overflow treatment.
– Play announcement before overflow processing – if this is selected, the caller will hear the audio selected before being put through the overflow action.

Auto Attendant
The Auto Attendants page displays all the Auto Attendants in your group. You can look for specific Auto Attendant by typing in ID, name, or phone number in the search box.
An Auto Attendant serves as an automated receptionist that answers the phone and provides a personalized message to callers. Callers have the option to connect to the operator, dial by name or extension, or connect to configurable extensions.

Profile
The Profile allows you to configure the various settings for the hunt group.
Logs
Logs, if provisioned, will display the last 20 records of the auto attendant’s received calls.
Please note that when virtual users such as Hunt Group, Auto Attendant, or Call Queuing, the Basic Call Logs is not provisioned by default.
Auto Attendant Menus
Menu allows you to configure the auto attendant for normal business hours, after hours and holidays.
Business Hours Menu
Allows you to configure the automated greeting prompt and dialing menu to be used during business hours.
Greetings
You can select an option from the Greeting control, which can be a default generic system recording or can be a custom greeting
Key Configuration/Action Drop-Down List
You can define a menu option for each numeric key, one for the * key and one for the # key.
For each menu option, select an action from the Action drop-down list.

The Action control offers the following choices:

• “Extension”: Transfers the call to the specified extension. You can configure it by selecting from the extensions drop-down list.
• “Phone number”: Transfers the call to the specified phone number. You can configure it by typing the phone number into the Phone Number box
• “Transfer to mailbox”: Prompts the user for an extension and transfers the user to the voice mailbox of the dialed extension.
• “Name dialing”: Brings the user into the automated name directory.
• “Extension dialing”: Prompts the user for an extension and transfers the user.
• “Play announcement”: Plays a recorded message and returns to the current Auto Attendant menu. You can configure it by selecting from Media drop-down list.
• “Repeat menu”: Replays the Auto Attendant greeting.
• “Exit”: Terminates the call.

For extension & phone number Action options, select a transfer prompt to use from the Prompt drop-down list.

• ” With prompt”: Plays the message, your call is being transferred, please hold, and then transfers the call to the specified number.
• “Without prompt”: Transfers the call to the specified number, without playing a transfer prompt.
• “With operator prompt”: Plays the message, “Please stay on the line while your call is transferred to the operator, and then transfers the call to the specified operator number.”

Group Paging
This section will enable the group administrator to edit settings related to the group paging feature.

Originators are internal accounts that are allowed to place calls to the paging group and targets are internal accounts that will receive the pages on their desk phones.
Accounts that do not have a desk phone, or the desk phone is not registered, will not receive a page request if they are in the list of targets, and will not interfere with the page request to all other targets.
The maximum number of targets in any paging group is controlled at the enterprise and group levels by modifying the Group Paging Targets Capacity resource.

Adding Users to Originator List

1. Select Group Pagings icon

2. Under Group Paging, select a paging group that you would like to customize by selecting the gear icon on the right-hand side.

3. Select Assign Originator

4. Under Group Paging Originators, select a name from the Available Originators list, via the checkbox.

5. Select Save on the right-hand side of the submenu to Add the name(s) into the Originators list.
   o If successful, the user will appear on the list of originators.

6. Select Save on the top right-hand corner of the portal.

Adding Users to Target List

1. Select Group Pagings icon
2. Under Group Paging, select a paging group that you would like to customize by clicking
3. Select Assign Target
4. Under Group Paging Targets, select a name from the Group Paging Targets list, via the on the gear icon on the right-hand side. checkbox.
5. Click Save on the right-hand side of the submenu to Add the name(s) into the Target list.
6. If successful, the user will appear on the list of targets.
7. Select Save on the top right-hand corner of the portal.

Meet Me Conferencing
This legacy feature is for our SmartVoice customers that requires audio conferencing services.
This feature has been replaced with Webex going forward but paying customers still have access to this optional add-on when required.
Limited support is provided for this feature and must be handled through Technical Support if questions arise.

Group Administration Features

Music on Hold
Music On Hold allows you to select an audio file, for example, music or advertising, which is to be played for callers on hold. This service can be used in conjunction with the Call Hold, and Call Park services.

Enable/Disable Services
To enable or disable Music on Hold for a service, select or deselect the toggle button for that service.
“Enable”: Enable music during Call Hold
“Enable for Call Park”: Enable music during Call Park
“Enable for Camp On”: Enable music during Busy Camp On Click Save for the changes to take effect.

Changing and Playing Music on Hold
To change the source of the Music on Hold message, select System or Custom
To play the default music selection, select System for system defined music.
To play custom music, select Custom for custom music file and then select an audio announcement from the Media drop-down list.
NOTE: An announcement must be added to the announcement repository before it can be used in a service. For more information, see Announcements section.
Click Save for the changes to take effect

Common Phone List
The Common Phone List allows you to store frequently called numbers for the group. You can also quickly add numbers to this list by importing a phone list and loading the numbers from a CSVfile.

Add/Delete/Import/Modifying Numbers
To add a number:

1. Click the “+” button.
2. Indicate the Name and Phone Number in the corresponding boxes
3. Click Save.

To delete a number;

1. Click the delete icon corresponding to the entry you want to delete.
2. A pop-up will appear for you to confirm the action
3. Click Delete or Cancel.

To import a file of numbers:

1. Click the upload/import icon
2. The Upload File page will appear. You can drag or drop file or browse for file from your computer.
3. Click Import.

When creating the file format, use:
“Name”,”Number”
To modify or delete a number:

1. Click the edit icon.
2. The Edit Directory Entry page will appear. Edit the entry.
3. Click Save or Cancel.

Call Pickup
Call Pickup is a multiuser service that allows selected users to answer any ringing line within their call pickup group. A call pickup group is defined by the customer administrator and is a subset of the users in the group who can pick up each other’s calls. The customer can create call pickup groups and use the Add and Remove options to move users from the available users to assigned users and back.

Creating a Call Pickup Group

1. After clicking on the Call Pickup icon on the main menu, you will be prompted to add a new group
2. Click on the plus (+) icon on the right-hand side of the sub-menu
3. Type the desired name of the group under ‘Group Name’
4. Click on ‘Assign Users’” and select the user(s) you want to add into the group
5. Click on ‘Save’ on the right-hand corner of the portal to save the group

Call Park
The Call Park service allows users to park a call so that any member of the group or enterprise can retrieve it with the Call Park Retrieve function. A call may be parked against any user of the group or any other group within the enterprise, including the user who parks the call. However, a user can only have one call parked at a time .
The customer can manage the call park and group call park settings. Settings for the service include recall and alternate recall configurations, and group call park display timer and announcement management.

Modifying Call Park Settings
Configurations include

• Recall To You can modify how the call park can be alerted, whether it be the parking user only; parking user first then alternate user; or alert alternate user only

• Alternate Recall Users – When the recall timer ends the call can be recalled to an alternate Hunt Group instead of the individual that parked the call.

• Display Timer – controls how long a Group Call Park notification is held

• Parked Destination
  Announcement – provides an announcement with the parked against extension/directory number voiced back to the parking user.

• Settings for all Parked Calls – Ring pattern and timer for the recall of the parked call can also be configured.

• Click ‘Save’ to ensure any settings are saved to your group setting

Creating a Call Park Group

1. Scroll down from the Call Park menu to create a new group
2. Click on the plus (+) icon on the right-hand side of the sub-menu
3. Type the desired name of the group under ‘Group Name’
4. Click on ‘Assign Users’ and select the user(s) you want to add into the group

Click on ‘Save’ on the right-hand corner of the portal to save the group. Added users can park calls to the group extensions, but a user can only belong to a single Call Park Group.

References

• Rogers Business - Advantage Voice Portal

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