SASKTEL INTEGRATED BUSINESS COMMUNICATIONS (IBC) ADMINISTRATOR USER GUIDE March 2021 Version 6 TABLE OF CONTENTS ABOUT IBC ADMINISTRATOR WEB PORTAL ........................................................................................... 4 IBC HIERARCHY .......................................................................................................................................... 5 Searching for Groups and Users........................................................................................................... 5 Resetting User Password ...................................................................................................................... 5 Adding an Administrator ........................................................................................................................ 6 Editing and Deleting Administrators ...................................................................................................... 6 Creating, Assigning Users and Group Services to a Department............................................................. 7 Create a department within an Enterprise: ........................................................................................... 7 Create a department within a group: ..................................................................................................... 7 Assign Users and/Group Services ........................................................................................................ 7 Assign a Group Service to a Department: ............................................................................................ 8 Changing A User’s Profile ......................................................................................................................... 8 SCHEDULING ............................................................................................................................................... 9 ANNOUNCEMENT REPOSITORY ............................................................................................................. 10 Setting up the Announcement Repository .............................................................................................. 11 MUSIC ON HOLD ....................................................................................................................................... 12 AUTO ATTENDANT .................................................................................................................................... 13 Configuring Auto Attendant Settings ....................................................................................................... 13 Configure Auto Attendant – Profile...................................................................................................... 14 Configure Auto Attendant - Menus and Greetings .............................................................................. 15 Configure Auto Attendant – Dialing Menu ........................................................................................... 15 Configure Auto Attendant – Creating Submenus ................................................................................ 16 HUNT GROUP ............................................................................................................................................ 17 Hunt Group Settings – Profile ................................................................................................................. 18 Hunt Group Settings – Call Distribution Policies ..................................................................................... 19 Hunt Group Settings – Call Forwarding .................................................................................................. 20 Hunt Group Settings – Call forwarding Not Reachable .......................................................................... 21 Hunt Group Settings – Calling Line ID .................................................................................................... 21 Hunt Group Settings – Adding/Removing Users .................................................................................... 22 Hunt Group Settings – Call Forwarding Busy ......................................................................................... 22 Hunt Group Settings – Selective Call Forwarding .................................................................................. 23 Hunt Group Settings – Priority Alert ........................................................................................................ 24 Hunt Group Settings – Selective Call Accept/Reject .............................................................................. 25 Selective Call Acceptance ................................................................................................................... 25 Selective Call Rejection ...................................................................................................................... 26 Hunt Group Settings – Voice Mail ........................................................................................................... 28 CALL QUEUE ............................................................................................................................................. 28 Call Queue – Profile ................................................................................................................................ 29 Call Queue – Agent Unavailability Codes ............................................................................................... 31 Call Queue – Assigning Agents .............................................................................................................. 32 SaskTel IBC Administrator User Guide 2 Call Queue – Status and Statistics ......................................................................................................... 33 Call Queue Status and Statistics – Statistics Reporting Settings ....................................................... 33 Example of Agent Statistics in cvs file format delivered to an email address ..................................... 35 Call Queue Status and Statistics – Queue Status .............................................................................. 36 Call Queue Status and Statistics – Queue & Agent Statistics ............................................................ 37 Call Queue – Supervisors ....................................................................................................................... 37 Call Queue – Thresholds ........................................................................................................................ 38 Call Queue – Announcements ................................................................................................................ 40 Call Queue Announcements – Entrance Message ............................................................................. 40 Call Queue Announcements – Estimated Wait Message ................................................................... 41 Call Queue Announcements – Comfort Message............................................................................... 42 Call Queue Announcements – Music on Hold for Queued Calls ........................................................ 42 Call Queue – Distinctive Ringing ............................................................................................................ 42 Call Queue – Bounced Calls ................................................................................................................... 42 Call Queue – Overflow ............................................................................................................................ 43 Call Queue – Stranded Calls .................................................................................................................. 44 Call Queue – Stranded Calls - Unavailable ............................................................................................ 45 Call Queue – Call Forwarding Busy ........................................................................................................ 46 Call Queue – Selective Call Forwarding ................................................................................................. 46 Call Queue – Priority Alert ....................................................................................................................... 46 Call Queue – Selective Call Accept/Reject ............................................................................................. 46 Selective Call Acceptance ................................................................................................................... 46 Selective Call Rejection ...................................................................................................................... 46 Call Queue – Voice Mail .......................................................................................................................... 47 VIRTUAL ON-NET ENTERPRISE EXTENSIONS (GROUP SPEED DIAL) ............................................... 47 ADDING COMMON DIRECTORIES TO THE DESKTOP PHONES .......................................................... 48 CALLING PLANS ........................................................................................................................................ 49 EXTENSION DIALING ...............................................................................................................................