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Lab 7 - Configuring Calling features

In this lab, you will learn how to create virtual extensions, call park extensions, and call park groups.

  • Paw Pet Supply Solutions desire their telephone system configured in a certain way:

    • Call Park Group configured with call park extensions
    • Call Pickup
    • A way to bring anouncements with a Paging Group
    • After Hours Voicemail Group
    • A way for Rebekah to route the calls to the Product Development department to voicemail at will
    • Marketing and Product Development departments need their own extension
    • Factory main number routed to an IVR

Login Credentials

URL

 admin.webex.com

Login

 Charles Holland – Webex Administrator

Instructions

1.

Services-> Calling-> Features-> Call park extension-> Add New

The sales department needs to place callers on hold for team members to pick them up from any device without tying up their personal extensions.

Create call park extensions

  • Location: HQ

  • Names & Extensions:

    • Extension 1 – 401

    • Extension 2 – 402

    • Extension 3 – 403

Webex Help Article

2.

Services-> Calling-> Features-> Call park group-> Add New

Create a call park group

  • Location: HQ

  • Name: Sales CP Group

  • Members:

    • Kellie Melby

    • Sales1@YourFullName##.com

    • Sales2@YourFullName##.com

  • Park Destinations: Call Park Extensions 401, 402, 403

    • Recall: Alert Parking User Only

Webex Help Article

3.

Services-> Calling-> Features-> Call pickup-> Add New

the Sales Department employees need to answer each other calls when other team members in the same location are unavailable.

Create Pickup Group

  • Location: HQ

  • Name: SalesCPick

  • Users:

    • Kellie Melby

    • Sales1@YourFullName##.com

    • Sales2@YourFullName##.com

Webex Help Article

4.

Services-> Calling-> Features-> Paging group-> Add New

Anita Perez needs to quickly make important announcements to all employees.

Create a paging group

  • Location: HQ

  • Name: Announcements Page

  • Extension: 501

  • Paging Targets: All employees

  • Paging Originators: Anita Perez

Webex Help Article

5.

Services-> Calling-> Features ->Voicemail group-> Add New

After hours calls need to route to a voice mailbox that all employees in the Sales and Marketing departments can access

Create a voicemail group

  • Location: HQ

  • Name: AfterHours VmailGroup

  • Extension: 600

  • Passcode: 258011

  • Language: English

  • Do not make changes to Voicemail Settings

Webex Help Article

6.

Services-> Calling-> Features-> Operating Mode-> Add New

Rebekah Barretta needs to route Product Development calls to voicemail during events like unexpected office closures or company-wide meetings.

Create an operating mode

  • Level: Organization

  • Name: ToMode

  • Schedule: None

  • Forward destination: Ext 600 (AfterHours VmailGroup)

Webex Help Article

7.

Services-> Calling-> Features-> Hunt group-> Add New

During business hours, Marketing employees need to share the incoming call volume within their groups. Create a hunt group for Marketing

  • Location: HQ

  • Name: Marketing HG

  • Extensions: 701

  • Routing: Longest idle

  • Routing Options: Advance when busy

  • Assign all Marketing employees and Eric Steele

During business hours Product Development employees need to share the incoming call volume within their groups. Create a hunt group for Product Development. Rebekah Barretta needs to activate Operation mode to route calls to voicemail during events like unexpected office closures or company-wide meetings.

  • Location: Factory

  • Name: ProductDev HG

  • Extensions: 701

  • Routing: Circular

  • Routing Options: Advance when busy

  • Assign all ProductDev employees and Rebeka Barretta

  • Create HG

  • Open HG and open Call Forwarding

    • Call Forwarding: Enable

    • Forward calls by mode

    • Add ToMode operating mode

Webex Help Article

8.

Services-> Calling-> Features-> Announcements-> Add New

The company needs to let callers know that certain calls are recorded.

Upload a greeting to be used for specific features

  • Upload

  • Location: Organization

  • Label: All Calls are Recorded

  • Download All-Calls-are-Recorded.wav

  • Upload: All-Calls-are-Recorded.wav

The company wants callers to hear messages periodically while they are on hold for certain calls.

Record and save a greeting to be used for specific features

  • Record

  • Location: Organization

  • Label: Waiting

  • Filename: Answer Soon

  • Message: “Your call is important to us. We will be with you shortly”

Webex Help Article

9.

Services-> Calling-> Features-> Auto attendant-> Add New

Calls to the Factory main number must be answered by an automated system giving callers the options to reach their desired department with different options for business and after hours

Create an auto attendant for the Factory main number

  • Location: Factory

  • Name: AA Main

  • Phone Number: Factory Main Number (taken from Lab02)

  • Extension: 250

  • Language: English

  • Business Hours Schedule: Open Hours

  • Holiday Schedule: None

  • Business Hours Menu

    • Disable extension level dialing

    • Option 1:Transfer without prompt:Extension 81-701 (Marketing HG)

    • Option 2:Transfer without prompt: Extension 82-701 (Product Development Factory)

    • Option 3: Repeat Menu

    • Option 4: Transfer call to operator – Extension 81-101 (Anita Perez)

  • After Hours Menu

    • Option 1: Transfer call to operator – Extension 81-600 (VmailGroup)

  • Business Hours Greetings

    • Custom Welcome Greeting: Record and rename file to welcome.wav

  • After Hours Greetings

    • Custom Closed Greeting: Record and rename file to closed.wav

Webex Help Article

STOP - END OF LAB