AccessLine SmartNumber Tutorial
Introduction
Getting Started
The Basics
Advanced


Introduction
Thank you for choosing AccessLine SmartNumber. SmartNumber marries the web, voice, and computer-based communication technologies to give you powerful and time saving features that help you to work effectively from anywhere, anytime.

SmartNumber enables you to:


The Basics
The previous section of this tutorial introduced you to the SmartNumber Getting Started steps.

This section of the tutorial covers the following:


Directing Calls
Your SmartNumber receives calls and then routes them to your current location. You can send calls to any phone or location, allowing important calls to reach you. We refer to this feature as Directing Calls.

How is this possible?
Simple. Your SmartNumber is essentially your own virtual phone system. Similar to most phone systems, your SmartNumber comes with several Extensions that identify the locations where calls can be directed such as your office or cellular phone. An Extension can ring at one phone or multiple phones one after another. Each Extension is represented by a 2-digit number (10, 20, 30, etc.) and a name that you designate.

Tip: The first time you change to an extension you have never used, place a call to your SmartNumber to confirm the call is handled the way you intended.

Please note that Directing Calls with SmartNumber works differently from other call forwarding services that only forward from one phone to another. With SmartNumber, all calls are received by the SmartNumber system first, and then are sent off to the various locations you choose. This gives you greater flexibility in how each call is handled.

By Phone:
To Direct Calls Using the Phone:

  1. During the initial ring or the greeting, enter your PIN
  2. From the Main Directory, touch 2 to direct calls.
  3. Touch in the 2-digit Extension of where you want your calls to go. List of Basic Extensions:
    10- Home Office
    20- Office
    30- Cellular Phone
    40- Open
    70- Voicemail
    71- Extended Absence
  4. Touch (*) or hang up to keep the Extension active until you manually select another Extension. You can also set a timer by touching in the hours and minutes. For Example, for 1 hour and 30 minutes, touch 130.
If you set the timer, touch the 2-digit Extension that indicates where you would like calls forwarded after the timer runs out.


By Web:
To Direct Calls Using the Web:
  1. Once logged into the website, click the “Change” button at the top of the page next to the words “Current Active Extension”
  2. Select any Extension you wish to activate



Basic Extension Types
Your SmartNumber comes with several pre-configured Extensions that identify the locations to which your calls can be directed. For example, your office or cellular phone can be an extension. Each extension is represented by a 2-digit number (10,20,30, etc.) and a name that you can designate.

Standard pre-configured Basic Extensions are:
10 - Home Office
20 - Regular Office
30 - Cellular phone
40 - Open
70 - Voicemail
71 - Voicemail

Your company may have designed additional or different pre-configured Extensions for you. For a complete list of your pre-configured Extensions, login to your AccessLine web account and click on Call Manager.

Note: You may also be pre-configured with a set of Advanced Extensions; these are described in the Advanced section of this tutorial.

Below is a list of Standard pre-configured Basic Extensions.

Ext. # Name Routing Greeting Best Used
10 Home Office Home, then to voicemail Introduction When working from your home office.
20 Office Office, then to voicemail Introduction When working from your Office.
30 Cell Cell then to voicemail Introduction, with Acknowledge Call Forwarding (system says "Please Hold" and caller hears hold music until user connects). When cell phone use is authorized and you are not in your regular office or home office.
40 Open Open number entered "on-the-fly" daily Introduction A temporary number that is not used regularly. For example, a temporary office.
70 Voicemail Straight to voicemail Unavailable Greeting such as: "Hi, this Joe Smith and I am not able to take your call at this time. Please leave me a message and I will return your call as soon as I can." Nights and weekends and forwarding from other extensions above if you are unavailable.
71 Voicemail Straight to voicemail Extended Absence Greeting such as: "Hi, this Joe Smith and I will be out of the office for the week, returning September 26." Nights and weekends and forwarding from other extensions above if you are unavailable.


Managing Voicemail
Your SmartNumber comes equipped with a built-in voicemail box. You may access your voicemail messages from any touch-tone phone or the Web. You may:

By Phone:
To listen to voicemail over the phone

  1. Dial your SmartNumber phone number.
  2. Enter your PIN over the initial ring or the greeting (either the temporary system- generated greeting or a greeting you have previously recorded).
  3. Touch 1 to listen to messages.
  4. Follow the instructions to listen to, save, delete and forward messages. Note: You may touch 9* to call the person back who has left you a message, providing the system was able to capture his or her caller ID. You may touch ## to rebound back to your SmartNumber when finished with the call.



By Web:
To listen to voicemail via the Web:

  1. Once logged in to the web site, click on the voicemail button on the left side of the page.
  2. Click the Play button associated with the voicemail you wish to listen to.



Managing Faxes
Your SmartNumber can act also as your fax machine for incoming faxes. Callers send faxes to your SmartNumber phone number which recognizes the call as a fax, and subsequently stores it for you. You may then access the fax from any touch-tone phone or via the Web.

Faxing Highlights:

By Phone:
To forward a fax to a fax machine using the phone:

  1. Dial your SmartNumber.
  2. Enter your PIN over the initial ring or the greeting (either the temporary system- generated greeting or a greeting you have previously recorded).
  3. Touch 3 to access faxes.
  4. Follow the instructions to forward all faxes, individual faxes, or access a fax status report to a specific fax machine or list of fax machines.
Note: You may store a fax forwarding number by touching 8 for User Options, then 4 for Forwarding numbers. Then touch 3 to add your fax number.


By Web:
To View a Fax via the Web:
  1. Once logged in to the web site, click on the fax button on the left of the page.
  2. Click the icon representing the format you wish to view your fax (PDF, JPG or TIFF).



Changing Your PIN
When you first log into your service via the web, it is important to change your PIN from the temporary PIN you were provided. The new PIN must be between 6 and 10 digits and cannot start with 0. Also, the system will not allow a PIN that uses repeating numbers such as 222222 or an easily recognized pattern such as 123456.

By Phone:
To change your PIN using the Phone:

  1. Dial your SmartNumber.
  2. During the initial ring or the greeting, enter your PIN.
  3. Touch 8 for User Options.
  4. Touch 7 to change your PIN and follow the instructions.



By Web:
To change your PIN using the Web:

  1. Click the Personal Info tab.
  2. Select Change PIN.
  3. Enter your current (temporary) PIN.
  4. Enter your new PIN.
  5. Reenter you new PIN.
  6. Click Ok.



Placing Calls
When logged into your account over the phone, you can use the Out-dial feature to place a call at anytime by touching 9 from any menu. (Note: You may have some/all of these features.)

Out-dial Highlights:
Rebound
After placing a call through your SmartNumber, you can quickly return to your SmartNumber by touching ##. Using rebound saves you the effort of having to hang up, redial, and log back into your SmartNumber.

Speed Dial
You can use the Speed Dial feature when placing calls through your SmartNumber. The Speed Dial helps save you time on dialing or remembering the numbers you frequently call. Before using your Speed Dial, you must first set it up via your Web account.

By Phone:
To place a call once logged into your SmartNumber using the Phone:

  1. From any menu, touch 9.
  2. When you hear the dial tone touch in the desired 10-digit number.

To use Rebound:
Place a call through your SmartNumber. When finished with the call, touch ##, or simply wait for the called party to hang up.

To use your Speed Dial over the phone:
From any menu, touch 9 to get an outside line. Touch in the 2-digit code (90 through 99) for the desired number. (For example, 9-91, 9-92, 9-93, etc.)


By Web:
To set up your Speed Dial via the Web:

  1. Log into your SmartNumber via the Web and click the Preferences tab
  2. Click the Speed Dial button.
  3. Enter the name and number of the Speed Dial in the fields.



Setting Up Notification
To save you time and increase your efficiency, your SmartNumber has the ability to notify you of new voicemail and faxes. Notification is available via pager, email, or digital cell phone.

Notification Highlights:



By Web:
To set up notification via the Web:

  1. Log into your SmartNumber via the Web and click the Preferences tab.
  2. Select Notification
  3. Enter the email address(s) you want notifications sent to. (If you wish to receive notification to a cell phone and are unsure of the email address, use the provided list of cell phone carriers' email addresses.)
  4. Determine the format of the notification.
  5. Use the test button to send a test notification.



Open Extensions
Open Extensions are designed so you can enter a temporary "forward to" number such as the phone number of a hotelling station, at any time.

Open Extensions:
Your SmartNumber open extension is extension 40.

IMPORTANT: The "forward to" number you program into these types of Extensions will automatically be erased as soon as you activate another Extension.

Making your Open Extension Active

Each time you select an Open Extension as your Active Extension, you will be prompted to enter a temporary "forward to" number.
  1. From the SmartNumber Main Directory, touch (2) to direct your calls.
  2. Enter the Open Extension number.
  3. Enter the temporary "forward to" number. For example: The desk phone number.
  4. Touch (*) (or hang up) to keep the Extension you selected active until you activate another Extension.


Note: You can also set a timer by touching in the hours and minutes that you want this Extension to remain active. For example, for 1 hour and 30 minutes, touch 130. If you set the timer, you will be prompted to touch the 2-digit Extension that indicates where you would like calls forwarded after the timer runs out.



Getting Started
The previous section of this tutorial introduced you to the SmartNumber Introduction.

This section of the tutorial covers the following:


Logging In
One of the powerful capabilities of your SmartNumber is that you can access its features from almost anywhere. You can access your new service through any touch-tone phone or through the Internet, using your new 10 digit SmartNumber phone number and the PIN you selected.

By Phone:
  1. Dial your SmartNumber.
  2. During the initial ring or your introduction, enter your PIN.
That's all there is to it. Once your PIN is accepted, you are automatically placed into the Main Directory of your account and will have access to its many features.


By Web:
  1. Go to www.accessline.com/login
  2. In the Number field, enter your 10 digit SmartNumber.
  3. In the PIN field, enter your numeric PIN.
  4. Click Enter
That's all there is to it. Once your PIN is accepted, you are automatically placed into your account and will have access to its many features.



Recording Your Name and Greetings
The first time you log into your SmartNumber through the phone, you will be prompted to record your Name (used for forwarding voicemail), an Introduction (used for greeting callers) and your unavailable greeting (when you can't take calls). It is important to complete these steps prior to taking calls.

Your Introduction is a greeting that plays regardless of how you choose to route your calls. Unlike a typical voicemail system, your callers hear it first, before calls are forwarded to you at your current location. If your line is busy or unanswered, a separate automated greeting prompts callers to leave a message. Your Introduction should be a general greeting and SHOULD NOT prompt callers to leave a message.

Important - The General Introduction we recommend is;
"Hi, this is (Your name). You've reached my SmartNumber..."

By Phone:
  1. Dial your SmartNumber.
  2. During the initial ring or over the voiced greeting, enter your PIN.
  3. Follow the instructions for recording your name, introduction and unavailable greeting.

Further into the tutorial, we will go into depth on how to record additional personalized greetings.


Places to Find Help
With SmartNumber, there is always help available when you need it. For instance, try any or all of these:

This Tutorial- Come back and visit this tutorial at any time.
Web-based Help- Online help that really helps! You can get to it from any screen in your Web account by clicking the ? button.

Phone Help- While using your SmartNumber over the phone, just touch (0) and our automated attendant will help guide you to where you need to go.

Customer Service- To contact Customer Service, call 1-877-880-0055 or just touch (00) while logged into your SmartNumber over the phone. You can also send an email by clicking the Customer Service button from within your Web account or use our LIVE web chat available at www.accessline.com/login.

Setup Checklist
Congratulations! If you have completed all the setup tasks, your SmartNumber is ready to go. Please review the checklist below and make sure you have completed all the necessary tasks.



Now that your account is all set up, the next step is to visit the Basics and Advanced sections of this tutorial to learn how to use your SmartNumber.



Advanced
The previous section of this tutorial introduced you to the SmartNumber Advanced topics.

This section of the tutorial covers the following:


Group Messaging
Group Messaging allows you to forward voicemail messages from one AccessLine user to another. If there are multiple people within your company who have AccessLine voicemail, you can create lists to send broadcast and forwarded messages. With Group Messaging, you can:



By Web:
To create Group Messaging:

  1. Click the Call Manager tab
  2. Select Group Manager button
  3. Click Create Group
  4. Enter a unique Group Number (used when sending messages via the phone)
  5. Enter a unique Group Name (used when sending message via the Web)
  6. Enter a Description for this group (optional)
  7. Enter the SmartNumber phone number or first or last name of the first person to be added to the list
  8. Determine if this person is an Administrator (able to modify this list) and/or a Sender (able to send messages to this group) and/or a Recipient (only able to receive messages)
  9. Click Add
  10. Repeat steps 7, 8 and 9 until all members of the group have been added



Greetings - Introduction
You can record two types of customizable greetings. You have already recorded your General Introduction when you first called into your SmartNumber.

General Introduction
A greeting that plays regardless of how you choose to manage your calls. It is ideal when you want callers to hear the same initial message. You can record only one General Introduction for your entire account.

Example: "Hi this is (your name) with (your company)"

Your SmartNumber has been pre-configured to use your General Introduction for most of your Basic and Advanced extensions. You may update your General Introduction anytime over the phone.

By Phone:
To record a General Introduction:

  1. From the Main Directory, touch 8 to access the User Options.
  2. Touch 2 to record General Greetings.
  3. Touch 1 to record your General Introduction.
  4. Listen to the existing introduction, or touch * to skip it.
  5. At the tone, record the new introduction.
  6. Touch * to end recording.



Greetings - Additional
You may also choose to record Extension Announcements.

Extension Announcements
Customized greetings that are specific to a location or event. They are ideal when you want callers to hear different messages at different times. Extension Announcements can be recorded over the phone or uploaded to your Web account.

An Example for Extension 30 would be: "Hi. This is (your name). Your call is being forwarded to my cellular phone."

TIP: Whenever you use a new extension, call your SmartNumber to confirm your greetings and call flow work as you intended.

By Phone:
To record an Extension Announcement:
  1. From the Main Directory, touch 8 to access the User Options.
  2. Touch 1 to record an announcement.
  3. Touch in the 2-digit Extension number of the Extension you wish to record an Extension Announcement for.
  4. Listen to the existing Extension Announcement or touch * to skip listening to it.
  5. At the tone, record the new announcement.
  6. Touch * to end recording.


Note: If your Extension is configured to use System Announcement or your General Introduction, you will need to modify it to use Extension Announcement. You can modify this is in Call Manager on the web.


Call Manager
Call Manager allows you to modify or create new Extensions via the Web.

Call Manager Highlights:


Your Call Manager is a great place to visually see how your calls are being directed and to modify Extensions as needed.

By Web:
Modifying Extensions:
  1. From the Call Manager, click Modify Extension.
  2. Click the “Modify” button associated with the Extension you wish to modify.
  3. Make the desired changes
  4. Click the “Save” button


Reviewing an Existing Extension:
  1. From the Call Manager, click Modify Extension.
  2. Click the “Review” button associated with the Extension you wish to review.
  3. A new window will open which explains the details of the specific Extension


Creating a New Extension:
  1. From Call Manager, click Create Extension.
  2. From either the Recommended or Full list, select the type of Extension you wish to create.
  3. Select an Extension number.
  4. Enter a name for the Extension.
  5. Enter the specific information required for that Extension.
  6. Click Save.



Setting Up Weekly Schedule
The Weekly Schedule is used to activate specific Extensions at predetermined times and days of the week. For example, SmartNumber could route calls to your voicemail when your business is closed. To use the Weekly Schedule you select the day of week and time you want to activate each Extensions. The Weekly Schedule may be changed or turned on or off at anytime.

By Web:
To setup your Weekly Schedule:
  1. Click on the Call Manager tab
  2. Select Weekly Schedule
  3. Select the day or days you want to create a schedule for
  4. Select the start time (time the Extension will become active)
  5. Select the Extension you wish to activate
  6. Click add
  7. Repeat as necessary


Note: When creating a Weekly Schedule, you must have more than one Extension included in the list. (If you want to have one Extension active all the time there is no need to configure the Weekly Schedule.) Also, the Weekly Schedule allows you to configure start times. This means one Extension is active until the next Extension is scheduled to become active.


Reservationless Conference Calling
An Reservationless Conference does not have a defined start time, so you may initiate a conference call whenever needed. Up to 9 callers may participate. Your SmartNumber serves as the "call in" number.

Reservationless Conferencing Highlights:


Note: To allow you the greatest amount of flexibility, you can use a combination of Reservationless and Reserved conferencing.

Reservationless Conference calls can ONLY be created and modified via the web interface.

By Phone:
Joining an Reservationless Conference:

An Reservationless Conference may be accessed at any time: Dial the SmartNumber on which the conference is scheduled. Touch ** when prompted. (See NOTE below) Enter your Host or Guest code to join the call.

Note: The prompt that instructs callers to "touch **" to join a conference IS NOT permanently activated if you create an Reservationless Conference. The first participant joining your call must know they need to touch ** to access the conference. After the first participant joins the conference, the "touch **" prompt is played for all subsequent callers.


By Web:
Creating an Reservationless Conference:

To create an Reservationless Conference via your web account:
  1. Log on to your web account.
  2. Select the Conferencing Services button on the left of the page.
  3. Click "Set Up Reservationless Conference Now" button.
  4. Enter all required information.
  5. Click Reserve.


Modifying an Reservationless Conference:
An Reservationless Conference may be modified at any time via your web account:

  1. Log on to your web account.
  2. Select the Conferencing Services button on the left of the page.
  3. Locate the Reservationless Conference you wish to alter and click the "modify" button.
  4. Make any necessary changes.
  5. Click Save.



Reserved Conference Calling
Reserved Conference Calling gives you the ability to host a conference call over the phone for yourself and up to 15 guests. Your SmartNumber number serves as the "call in" number.

Reserved Conference Calling Highlights:


Reserving a Conference Call
You can reserve a conference call for up to 16 people.

By Web:
To Reserve a conference call via the Web:

  1. Click the Conference Calling button on the left side of the page.
  2. Click Reserve a New Conference Now!
  3. Enter the date of the conference.
  4. Enter the start time of the conference.
  5. Enter the length of the conference.
  6. Enter the number of guests desired, both listen only and speaker/listener, for the conference.
  7. Enter the Guest Code (4-10 digits) that allows guests to join the conference.
  8. Enter the Host Code (4-10 digits) that allows you to join the conference and access host options during the conference.
  9. Click Reserve Conference to confirm and accept the reservation.


Tip! After reserving a conference call, remember to send your guests invitations that include the time of the conference call, the Guest Code and instructions to enter ** during your greeting followed by the Guest Code.

Tip: During a conference, touch *1 to mute your line, touch *1 again to unmute.


Remote Call Transfer
Whenever you receive or place a call on your SmartNumber you can transfer that call to any other phone or person.

Remote Call Transfer Highlights:


An Example of When to use Remote Call Transfer:
An important caller reaches you through your SmartNumber on your cellular phone. Your cellular phone's battery is running low. By touching a few buttons, your caller can be transferred conveniently to your office phone.

Rather than transferring the call, you can also stay on the line and host an On-the-Fly (unscheduled) conference.

By Phone:
To Transfer a Call:

  1. Receive a call on your SmartNumber or place a call through your SmartNumber.
  2. Touch #5 to start the transfer.
  3. At the dial tone, touch in the number you want to transfer the caller to. (Include the area code if necessary.)
  4. When the transfer party picks up the phone, touch #5 again.
  5. All three of you will be connected. Hang up and the two parties are connected.


Tip! If the transfer party does not pick up the phone, touch #6 to return back to the original caller.


On-The-Fly Conferencing
On-the-Fly Conferencing allows you to host an unscheduled conference call with up to 5 other people at any time. There is no need to hang up, make a reservation, or send email invitations. You simply call the guests and add them to the conference. In order to host an On-the-Fly Conference, you need to place or receive a call through your SmartNumber.

On-the-Fly Conferencing is useful for quickly resolving issues effectively, contacting the appropriate people, and quickly coming to group decisions.

By Phone:
To host an On-the-Fly Conference:

  1. Answer a call or place a call through your SmartNumber.
  2. With the first guest on the call, touch #5.
  3. Touch in the phone number of the next guest.
  4. Wait for the guest to answer. If the phone number of the guest you are trying to conference is busy or unanswered, touch #6 to reconnect to the other guest(s) already in the conference.
  5. Touch #5 to conference yourself and your 2 guests.
  6. Repeat the steps above until all guests have been added to the conference.



Billing Info/Call History
SmartNumber allows you to view your Billing Info (invoices) and Call History through the Web site. You may view billing information and call history for specific months and years. Billing Information shows your monthly charges and taxes and Call History details every call made to and from your SmartNumber.

By Web:
To view Billing Info or Call History:
  1. Click the Personal Info tab
  2. Select either the Billing Info (invoices) or Call History button
  3. Select the timeframe of the invoice or call history you wish to view





----