Telecom Remote Work Guide

This document was created to assist the remote worker with hands on tools that give step by step instructions and direction. How to Run an Internet Speed Test is a test utilized to check the speed between your computer and the internet. This will give you an idea of how well your internet performs. Voice over Wi-Fi is the use of your mobile device connected to Wi-Fi to deliver telephony services. There are steps for any mobile devices. The WE Connect App is a remote worker solution that enables your ACH desk phone number to be ported to Windstream. The app enables you to receive your ACH desk calls, place outgoing calls showing as your ACH desk phone and receive your ACH voice messages. There is a 48-hour turnaround to activate or deactivate this feature. If you are interested or have any further questions, contact Telecom. Minimum PC Requirements When possible, Arkansas Children’s issued equipment should be used. Below are some minimum pc requirements to run the basic applications for our organization. Windows Version: Windows 10 RAM: 2 GB (gigabytes) Hard Drive: 40 GB (gigabytes) Monitor: 24” (only if using Epic) Internet Speed: 25 MB preferred Internet Browser: Google Chrome and Internet Explorer (for API Timekeeping)

How to Run an Internet Speed Test How to Run a Speed Test? This is to test the speed between your computer and the internet. To ensure an accurate test, follow the process below.

• Place the laptop, tablet or smartphone you are using close to the router. Be aware that distance, walls, plumbing and other factors can affect your results. • Use a wired connection. • Turn off all devices that may be using the connection. This includes TVs, streaming devices, gaming systems, and other computers around your home, • DO not download any files or updates during the test.

Once the test is complete. You will see a Download Speed and Upload Speed

Sensitivity: Internal Understanding Your Internet Speed Test Results In order to better understand your internet speed test, it is vital to know the difference between upload speed and download speed.

Upload Speed Upload speed refers to how quickly your connection can send something (data, in this case) from your device to the wider internet.

Download Speed Download speed refers to how quickly your connection can retrieve data from a website or server online.

Go to speedtest.att.com

Click the START button Voice over Wi-Fi on Android First, make sure that the latest operating system is installed on your device and that you have Wi-Fi turned on. Next, follow these instructions:

Samsung In your phone's dialer, go to Settings.

Toggle on the Wi-Fi Calling switch.

Accept Terms and Conditions and follow the instructions to register your emergency address

LG Go to Settings > Network & Internet.

Select Advanced Calling.

Toggle on Wi-Fi Calling.

Follow the instructions to register your emergency address and accept Terms and Conditions.

Voice over Wi-Fi on iPhone Go to Settings > Phone

Wi-Fi Calling on This iPhone (to where the selection turns green)

Sensitivity: Internal WE Connect for iPhone The WE Connect Mobile Softphone is an additional feature that is part of the WE Connect Mobile App. To use the WE Connect Mobile Softphone, you must have the following:

- A WE Connect account with a Mobile Softphone license assigned to it - The WE Connect Mobile App - An iPhone or iPad device with the following specifications o Operating System: iOS 11 or higher o Supported devices: . iPhone: 5s, 6, 6 Plus, 6s, SE, 7, 7 Plus, 8, 8 Plus, X, XS, XS Max, XR

Installing the WE Connect Mobile App

1. Go to either the Google Play Store or the iTunes Store and search for “Windstream Enterprise Connect” 2. Select and download the app titled WE Connect by Windstream. 3. Open the WE Connect Mobile App

Logging in to the WE Connect Mobile App

1. Sign in using the Sign on with Another Provider link. This will redirect you to your company’s sign in screen.

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2. After you select “Sign on with Another Provider”, enter your email address.

3. Enter your email address and password.

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4. Select Send Me a Push to receive a login request. Once the login request is received, select Approve.

Sensitivity: Internal Signing into Contact Center Services (CCS) To sign into CCS using to the portal directly:

1. Go to https://officesuiteccs01.windstream.com/6/login?domain=510210AAAG

2. From the login page, you can login using either their Extension & Pin 3. Once logged in, click Go Ready to begin taking queued calls

Sensitivity: Internal Using the WE Connect Mobile Softphone

1. After you have logged into the WE Connect Mobile App, select the softphone icon in the top left

corner.

Making an OfficeSuite call You can make an OfficeSuite call from the following screens:

- Call from the dial pad - Call from a contact - Return a call from the call history

Make a call from the dial pad

1. Open the dialpad by selecting the More Options (blue ellipses icon), then select Dial 2. Enter the number you wish to dial, then select the green phone button at the bottom of the screen.

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Call from a contact

1. From the OfficeSuite UC Home screen, select the Contacts icon in the top left corner. 2. Select the type of contact you want to call (Favorite, Coworkers, Device, or Groups). 3. Select the phone icon next to the contact to begin the call. If you select the Device tab, you will need to select the contact first to see the phone icon.

Call from call history

1. From the OfficeSuite UC Home screen, select the Calls tab. 2. Select the number you want to call 3. Choose the Call button to begin a call. If you wish to not receive any future calls form this number, you can select Block Number

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Managing a Mobile Softphone Call within the WE Connect Mobile App

Once a call begins, you will have the following options:

1. Mute – Places the call on mute. If enabled, the other party will not hear you. 2. Keypad – Will bring up the numerical keypad. Used for entering DTMF commands, such as a PIN code or Conference bridge number. 3. Speaker – Places the call on speakerphone mode. 4. Add Call – Used to create a conference call or manage a second call while maintaining the first call. Additional information on managing multiple calls below. 5. Hold – Will place the call on hold. 6. More – Will open a new menu for additional call options, including launching an HD Meeting, Transfer Now and Call First. 7. End Call – This ends the call with the other party. 8. Return to WE Connect app – This button will let you navigate the rest of the WE Connect Mobile App without disconnecting the call.

How to Transfer a Call There are two types of call transfers: blind transfer (transfer now) and warm transfer (call first). A blind transfer is a transfer that is completed without talking to the third party that the call is being transferred to. A warm transfer is when you connect with the party you are transferring the call to prior to completing the transfer.

Sensitivity: Internal How to Make a Blind Transfer 1. Start your call with the first party. 2. While on the call, select the More icon. 3. From the More menu, select Transfer Now. 4. Search for and select the contact you want to transfer the call to. The call will automatically connect.

How to Make a Warm Transfer 1. Start your call with the first party. 2. While on the call, select the More icon. 3. From the More menu, select Call First. 4. Search for and select the contact you want to transfer the call to. The call will automatically connect

Sensitivity: Internal How to Check your Voicemail 1. On the OfficeSuite UC homepage, select the Voicemail tab. 2. Select the voicemail you want to listen to. You will have the following options for your Voicemail. 1. Play the voicemail 2. Turn speakerphone on/off 3. Call back the number that left the voicemail 4. Share the voicemail via email 5. Delete the voicemail

3. To setup VM, just call your desk phone number. Press the * key to get the password prompt as soon as you hear the greeting play. The temporary password is 2468. Then it will walk you through the prompts and options to record your greeting and change your password.

WE Connect for Android The WE Connect Mobile Softphone is an additional feature that is part of the WE Connect Mobile App. To use the WE Connect Mobile Softphone, you must have the following:

- A WE Connect account with a Mobile Softphone license assigned to it

Sensitivity: Internal - The WE Connect Mobile App - An Android device running Android version 5.0 (Lollipop) or higher

Installing the WE Connect Mobile App

Logging in to the WE Connect Mobile App

1. Sign in using the Sign on with Another Provider link. This will redirect you to your company’s sign in screen.

2. After you select “Sign on with Another Provider”, enter your email address. 3. Enter your email address and password. 4. Select Send Me a Push to receive a login request. Once the login request is received, select Approve.

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Sensitivity: Internal Signing into Contact Center Services (CCS) To sign directly into the CCS portal:

1. Go to https://officesuiteccs01.windstream.com/6/login?domain=510210AAAG

2. From the login page, enter your extension & pin, then select the Log In button

3. Once logged in, click Go Ready to begin taking queued calls

Sensitivity: Internal Using the WE Connect Mobile Softphone

1. After you have logged into the WE Connect Mobile App, select the softphone icon in the top left corner.

Making an OfficeSuite call You can make an OfficeSuite call from the following screens:

- Call from the dial pad - Call from a contact - Return a call from the call history

Make a call from the dial pad

1. Open the dialpad by selecting the More Options (blue ellipses icon), then select Dial 2. Enter the number you wish to dial, then select the green phone button at the bottom of the screen.

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Call from a contact

Call from call history

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Managing a Mobile Softphone Call within the WE Connect Mobile App

Once a call begins, you will have the following options:

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How to Check your Voicemail 1. On the OfficeSuite UC homepage, select the Voicemail tab. 2. Select the voicemail you want to listen to. You will have the following options for your Voicemail. 6. Play the voicemail 7. Turn speakerphone on/off 8. Call back the number that left the voicemail 9. Share the voicemail via email 10. Delete the voicemail 3. To setup VM, just call your desk phone number. Press the * key to get the password prompt as soon as you hear the greeting play. The temporary password is 2468. Then it will walk you through the prompts and options to record your greeting and change your password.

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