Advanced Cloud Voice Features

March 29, 2019

Advanced Cloud Voice Features 

GCI’s Cloud Voice is a feature-rich product that allows for a variety of advanced calling features that you can easily manage from the Cloud Voice portal.

Note: Some of the features on this list can only be configured by a Cloud Voice web portal administrator or GCI. For more information on how to add features, please contact GCI Customer Service at 1-800-800-7754.  

Shared Call Appearance

Shared Call Appearance allows administrators to allocate additional devices or lines to users within their organization. These devices or lines will ring just like the end user’s primary phone.

Note: Users cannot add or remove devices or lines to their Shared Call Appearance, they can only modify alerting. Shared Call Appearance profiles can only be added, modified, or removed by Cloud Voice administrators or GCI. For assistance with this feature, please contact GCI Technical Support at 1-800-800-7754.

To add or remove devices or lines:

  1. From the main menu, select “Call Control” from the left-hand menu. Then, click “Shared Call Appearance” from the table. Note: If you are not an administrator you won’t have the ability to edit or add Shared Call Appearance policies.

  1. Next, configure the Shared Call Appearance settings.
  2. Click “Device Policies” to define the device policy.

  1. After defining the Device Policies, Click OK or Cancel
  2. Next, back on the Shared Call Appearance menu, click “Add,” enter the search criteria and click “Find.”
  3. Click “Edit” to modify the shared call appearance location.
  4. Click “Apply” or “OK” to save and apply your changes. Note: Apply saves your changes. OK saves your changes and displays the previous page.
 

Music/Video on Hold

Music/Video On Hold will allow Cloud Voice web portal administrators to upload an audio file for callers on hold. This can be used in conjunction with Call Hold and Call Park services. Although the feature is called Music/Video On Hold in the web portal, only music on hold is currently supported by the system.

Note: This is a more advanced feature and is normally configured by GCI or a Cloud Voice web portal administrator. For assistance with this feature, please contact GCI Technical Support at 1-800-800-7754.

To add or change music or video on hold (group-level administrator only):

  1. When logged on as an administrator, from the main menu, select “Services” from the left-hand menu. Then, click “Music/Video On Hold” from the table. Note: Custom audio/music files must be uploaded to the Announcement Repository before they can be selected here. To upload audio/music files, click “Announcement Repository” from the Profile section.

  1. Click “Edit” next to the group or department name.

  1. On the General Settings tab, check or uncheck the boxes to enable or disable music/video during Call Hold, Call Park and Busy Camp On.
  2. If desired, you may also change the source of the Music/Video On Hold message. Settings include:

Option

Details

System Defined Music/Video

This plays the default music/video selection.

External Source

This option is not supported.

Custom Music/Video File

This allows you to select from the custom files that are already stored in the Announcement Repository. To play custom music, select an audio announcement from the“Audio”drop-down list. If your Music/Video On Hold service has video support enabled, you can also select a video announcement from the “Video” drop-down list.

  1. Click “OK” or “Apply” to save changes or click “Cancel” to exit without saving. Note: Apply saves your changes. OK saves your changes and displays the previous page.

Group Night-Forwarding

Group Night Forwarding redirects a user’s incoming calls to a specified number outside of the group’s business hours. When the service is activated for an individual user, incoming calls are redirected to the alternative phone number specified.

To set up Group Night Forwarding:

  1. When logged on as an administrator, from the main menu, select “Services” from the left-hand menu. Then, click “Group Night Forwarding” from the table.
  2. Click “Off” to deactivate and “On” to activate the service. Note: Automatic is used when business hours or holiday schedule is created.
  3. Enter a phone number to direct calls to. You can direct calls to another number, extension or voicemail box.
  4. Click “OK” or “Apply” to save changes. Note: Apply saves your changes. OK saves your changes and displays the previous page.

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Busy Lamp Field

Busy Lamp Field allows you to monitor the lines of selected members in your company using a Cloud Voice desk phone.

To set up or edit:

  1. From the main menu, select “Client applications” from the left-hand menu. Then, click “Busy Lamp Field” from the table.

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  1. To be notified about calls being parked/no longer parked for a user being monitored, check the “Enable Call Park” notification box.
  2. Select the users to monitor.
    1. Enter search criteria and click “Search,” or to display all the available users, leave the search fields empty and click “Search.”
    2. Results appear in the Available Users column. Select the users to monitor and click “Add.” To add all available users, click “Add All.”
  3. To remove monitored users, select them in the Monitored Users column and click “Remove,” or click “Remove All” to remove all monitored users.
  4. Click “OK” or “Apply” to save changes or click “Cancel” to exit without saving. Note: Apply saves your changes. OK saves your changes and displays the previous page.