Interactive SmartVoice Feature Table

Account Codes

The Account Codes service is a multi-user service that enables the tracking of calls made outside of the group by prompting selected users for an account code. Currently account codes are supported only for long distance calls.

Anonymous Call Rejection (ACR)

The Anonymous Call Rejection service enables a user to reject calls from parties outside the user’s group who have explicitly restricted their identities (phone number and name). The caller will hear an announcement that “The party you are trying to reach does not accept unidentified calls. Please try your call again later. Thank you”. The phone will not ring and the user will not know about the call. This service is activated by dialing *77 and deactivated by *87. It also can be managed from the calling features tab of the end user portal. This service does not apply to calls made within the group.

Andriod

All devices with the following minimum specifications are supported. Android version 4

Authorization Codes

The Authorization Codes service is a multi-user service that performs an authorization of calls made outside of the group by prompting selected users for an authorization code. Calls are not connected unless a valid code is entered. Currently authorization codes are supported only for long distance calls.

Auto Attendant (AA)

The auto-attendant is an Interactive Voice Response system that fields incoming calls and deliver them to the intended destination through interactions with the user. Typical operations performed by the auto-attendant include connecting to the operator, dialing by name or extension, leaving a voicemail, listening to an announcement and connecting to configurable destinations (such as hunt groups for Sales and Support). The system supports two versions of the auto-attendant and either one can be deployed in an enterprise depending on business needs.
Basic Auto-Attendant supports:
1. Dialing by Name or Extension
2. Leaving a voicemail
3. Announcements
4. Connecting to specific destinations
5. Direct transfer to voicemail
Standard Auto-Attendant supports:
1. All the capabilities of the Basic Auto-Attendant
2. Sub-Menus or Nested Auto-Attendants
3. Holiday schedules.

Auto-Attendants can be configured by the group administrator using the end user portal.

Read more on [Business] SmartVoice: Auto Attendant Overview

Automatic Call Back (ACB)

This feature provides the option to the user to monitor a busy line and establish the call when the line becomes free. When the called party is busy, the user will be prompted with the treatment “The line you are calling is busy. Press 1 if you would like to be notified when the line becomes available”. If the user presses 1, the system will monitor the status of the called line, and when it becomes free, calls the user first. If the user answers the call, the system will then dial the called party, and if the called party is available, will complete the call. Automatic call back can be managed by the end user portal or by dialing feature codes: *66 for activation and management and *86 for deactivation.

Automatic Hold/Retrieve (AHR)

This feature may be used by an operator or a receptionist who handles large volume of calls. An enterprise will have dedicated parking stations against which a call can be held. When the receptionist answers an incoming call in the console (phone or thin client), she answers the call, gathers information and transfers the call to the dedicated station. At this point the call will be put on hold, and if Music on Hold is enabled, the caller will hear music or custom announcement. The receptionist then contacts the person who will take the call and provides them with the extension against which the call is held. The person dials the extensions and retrieves the call. If the call is not answered within a specified amount of time, it will be returned to the receptionist console.

Busy Lamp Field (BLF)

BLF service allows a user to monitor the phone status of a list of users in the enterprise. The phone status includes the hook status, outgoing or incoming call as well as parked calls. This BLF list needs to be configured by the end user or the administrator. Up to 50 users can be monitored. A phone or receptionist console can be used for this service. Typical use case is transferring an incoming call to a user who is not busy.

Call Forwarding Always/ Busy/ No Answer/ Not Unavailable

As discussed below, there are four flavors of call forwarding. In all these cases, the forwarded-to number will be validated against the users calling plan. For example, if the user does not have International Calling in his plan, configuration will fail. Also, call forwarding to certain other destinations such as emergency numbers, directory assistance is also not allowed. Call forwarding feature can be managed from the phone portal, phones and soft clients as well as the traditional feature codes.
Call Forwarding Always will immediately redirect all incoming calls for a user to a pre-configured number. Optionally, a splash ring can be configured to remind the user that an incoming call is being forwarded. CFA can be activated and interrogated by dialing *72 and deactivated by dialing *73.
Call Forwarding Busy will redirect an incoming call to a pre-configured number when the system detects the user to be busy; this includes multiple active calls, Do Not Disturb is set or the caller is in the Selective Call Rejection list. The feature code for activation and interrogation is *90 and for deactivation *91.
Call Forwarding No Answer will redirect an incoming call to a pre-configured number if the user does not answer a call for a configured number of rings in any of her devices. This feature can be activated or interrogated by dialing *92 and deactivated by dialing *93.
Call Forwarding Not Available will redirect an incoming call to an alternate number if all of a user’s devices are not reachable (not registered). For example, a user who uses only SmartVoice app can choose to configure his cellular number as the forwarded number and if he/she does not have Wi-Fi or cellular data coverage, the platform will route the call to her cell number. This feature is activated by dialing *94 and deactivated by dialing *95.

Call Logs

Currently only the basic call logs service is supported. When assigned, this enabled the users to see 20 latest calls of each type (placed, received or missed) in the soft clients. The older call logs can be retrieved from the end user portal.

Call Notify

When configured by the user, this service will send e-mail notifications when they receive calls based on the criteria they choose; the criteria may include phone numbers or patterns in phone numbers, business hours, work days or holidays or combinations thereof.

Call Park

This feature allows a user to park a call against an extension so that any member of the group or enterprise can retrieve it, thereby freeing his phone to make and receive other calls. During this time, the party will hear Music on Hold (if configured) or silence. The feature code to park the call is *62 and to retrieve the parked call it is *82.

Call Pickup

Call pickup is a multi-user service that allows selected users to answer any ringing line within their call pickup group. To pick up a ringing call to another user, the user need to dial *88 and the user will be connected to the ringing party. If there are more than one line in the call pickup group is ringing, the call that has been ringing the longest will be connected.

Call Return

This feature mimics legacy call return feature whereby the users can dial the caller who made the last incoming call by dialing *69. The user will hear an announcement that repeats the number of the last incoming call and prompts the user to dial 1 if he would like to call that number. If the number of the last incoming call is not available (e.g. a private call), a treatment will be played. (The number you are trying to reach is anonymous and cannot be called with call return. This call was received on ….) The user can delete the last incoming call number by dialing #69.

Call Transfer

The users can transfer already answered calls to other users either by blind transfer (without verification of third party’s availability) or by consultative transfer (after discussion with the third party).

More details

With SmartVoice the default call transfer type is Consultative. This means when you transfer a call you may stay on the line until the call is answered to tell the recipient who is calling.

• With Consultative transfer the caller's CID information is hidden. When a call is transferred the CID info is for the person who is transferring the calls.
• With Blind Transfer as soon as you press send the call is disconnected from you and transferred to the intended recipient. With Blind Transfer the CID information will be for the caller who is being transferred.

After selecting the "transfer" button the screen changes to the transfer screen where a "blind" button appears at the top right corner, allowing the person transferring the call to switch from a consultative transfer to a blind transfer.

How to change the Default call transfer type permanently:

• vvx300/311: home> Settings > Basic > Preferences > Default Call Transfer
• vvx400/411: house button > settings > basic > default transfer type
• vvx500/501: home> Settings > Basic > Preferences > Default Call Transfer
• vvx600/601: home> Settings > Basic > Preferences > Default Call Transfer

How to change the Default call transfer type temporarily on a per call basis:

1. Select Transfer & hold until the transfer screen appears
   • The alternate transfer type will appear in the top right corner of the screen.
2. Enter number or extension to transfer call to.

Note: on a vvx600/601 because it is a touch-screen you will have to "swipe up" in order to scroll down in the preferences menu. On any of the other phone models use the wheel/select button to navigate the menu.

Read more on how to use Call Transfer

Call Waiting

Call waiting service enables a receipt of a second call while the user is already engaged in another call. When the user receives the second call, he will either be visually alerted in the phone or by audible call waiting tone. On accepting the second call, the first call will be put on hold. The user can toggle between the calls using the phone soft keys or buttons.

Caller ID

Group administrators can configure the caller IDs that will display for recipients when someone from your organization calls them. Group caller IDs can be set to override personal caller IDs. Businesses typically use the business name and main phone number as the group caller ID.

https://business.shaw.ca/support/how-to-setup-smartvoice-caller-id

Set a personal caller ID

1. Go to smartvoice.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. Click the user/number you want to edit.
4. Click the Profile / 911 Update tab.
5. Next to Calling Line ID First Name and Calling Line ID Last Name, enter your first and last name. You could also use these fields to display a name like “Reception Desk”.
6. Click Save.

Set up a group caller ID

1. Go to smartvoice.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. Click the Group Services tab.
4. Click Site Services and select Group CLID from the dropdown list.
5. Under Group CLID:
   • Next to Group Calling Line ID Number, enter the number people will see when group members call them.
   • Next to Calling Line ID Policy, select Use Group Calling Line ID Policy and select the checkbox next to Use group number instead of user number.
   • Next to Calling Line ID Group Name, enter the name (up to 15 characters) people will see when group members call them, and select the checkbox next to Use group name instead of user name. Special characters (eg. “&”) will take up extra space.
6. Click Save.

Exclude the Hunt Group from a group caller ID

If calls transferred internally display the group caller ID instead of personal caller IDs, it could be because the personal number is in a Hunt Group. Group administrators can exclude Hunt Group numbers from being overridden.

1. Go to smartvoice.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. Click the Group Services tab.
4. Click Site Services and select Hunt Group from the dropdown list.
5. Under Caller ID Settings, select Customize the CLID for the Hunt Group.
6. Clear the checkbox next to Include the Hunt Group Name in the CLID.
7. Click Save.

Calling Name/Number Delivery

Calling Name and Calling Number delivery service deliver the name and number of the called party to the devices. They are separate services and can be assigned to the user independently. Also, these services can be enabled or disabled separately for internal and external calls.

Call Hold Notification

• Must be added by enabling "Call Hold Reminder" in RLMI. For more info, see BCD: Hold tone to remind user of calls put on-hold.

Call hold notification is a reminder tone to notify customer when they have someone on hold for an extended period.

• The tone will start after the line has been on hold for 2 minutes. It will repeat every 30 seconds until the call is no longer on hold.

• The hold reminder tone can be added to the user or group.

Customer Originated Trace

When a customer initiates the call trace either after receiving the call or during mid call, the following information about the call will be stored in the system.
• The phone number of the user who initiated the trace
• The name and number of the caller
• The date and time of the call
Call trace is initiated by dialing *57. The system will send a trap that a trace was initiated.

The Call Queuing service allows incoming calls to be placed in an orderly fashion and distributed to the members of that group according to a hunting policy.

Five different hunting policies are supported. The group admin can configure a specific policy to suit the business needs. For further details on hunting policies, please see Hunt Group description

Queue length - this dictates the maximum number of calls that can sit within the queue. The setting value can be 1-25 calls

The group administrator can allow individuals with the SmartVoice Call Queue license to add and remove themselves from taking calls from SmartVoice Call Queues

The group administrator can enable\disable announcements for callers to hear when they are in the queue. Announcements have default audio but can be customized by uploading up to four audio files. All uploaded media is converted using the ffmpeg encoder before transferring to the applications servers for storage. All media types are supported by ffmpeg are supported by the end user interface. Files must be less than 10 minutes and 16Mb in size

There are four announcements

• Entrance - this message is played to the caller as soon as they enter the queue.
• Estimated Wait - a caller will hear either their position in queue or an estimated time for when their call will be answered
• Comfort - message that is played to caller while they are on hold.
• Music on Hold - customer will hear audio that is selected by the group administrator

Overflow – If the queue has reached the maximum number of calls allowed, any additional calls will follow the overflow routing. Additionally, if enabled, calls that have been in the queue for the set amount of time will follow the overflow routing. There are three options for overflow treatment

• Perform busy treatment – caller will hear the busy tone
• Transfer to phone number – call will be transferred to the designated phone number
• Play ringing until caller hangs up – caller will hear a ringing tone until they hang up the phone

Call Recording makes SmartVoice call content easily accessible in new/innovative ways that were not available before. Our partnership with Dubber enables you to benefit from their leading cloud platform technology with features such as instant playback and secure share.

**Customer portal "Dubber"  for SmartVoice Call Recording - https://smartvoicerecordings.shawbusiness.ca/login

Business class recording

• Capture communications from anywhere, any SmartVoice device
• Next generation call recording making call content easily accessible through an online portal

Cloud Storage

• Unlimited Cloud Storage and scalability
• Highly secure and rapid deployment

Cloud management

• Easy online management
• Share, download, tag and track recordings

Features

• Captures and makes call content easily accessible in ways not available before
• With correct permissions, users can benefit from recording such as instant playback or secure share
• Recordings are securely captured and maintained on the cloud
• Recordings can be downloaded from the cloud and are automatically deleted from the cloud after 90 days
• Can record all incoming/outgoing calls, or on demand through customer action in either SmartVoice handset or app

Desktop

The following services are supported in the SmartVoice application running in desktop computers.
• Voice calls including HD voice calls
• Video calls (with HD resolution)
• Instant Messaging and Presence
• Ad hoc (drag and drop) group messaging (Chat Rooms)
• File Sharing
• Contacts
• Enterprise Directory
• Desktop Sharing

• Meet-Meet or My Room (Not Available in SmartVoice Office and SmartVoice Remote)

• Spaces, Space Meetings and Private Meeting Room (PMR) [Business] SmartVoice | Cisco Webex Overview 

Desktop Sharing

This collaboration service allows a presenter to share his screen with an audience, for example for slide presentations.

Direct Inward Dialing, Direct Outward Dialing (DID/DOD)

Users can be assigned with a public telephone number (Direct Inward Dialing or DID number) that can be used to make or receive calls from outside the enterprise without having to go through an attendant.

Directed Call Pickup

Users in a Directed Call Pickup group, say a group of personnel sharing the roles such as a sales group, can answer calls meant for others in that group by dialing *55.

Directed Call Pickup - with Barge In

This feature enhances Directed Call Pickup by allowing a user to Barge into an existing call by dialing *33 and setup a 3-way conference. Admins can configure an optional warning tone to be played when a user attempts to barge in.

Diversion Inhibitor

Normally, if the called party had setup a redirection service such as SIMRING or Call forwarding, calls to that party will redirect the calls. When Diversion Inhibitor is enabled, Broadworks includes a Diversion header sent to the terminating switch in the SIP message. If the terminating switch honors it, it will prevent the call being redirected (for example call forwarding) and the called phone will continue to ring. The user can invoke Diversion inhibitor by dialing *51*.

Do Not Disturb

When Do Not Disturb is activated, all the incoming calls will be treated as if the user is busy, and calls will not be sent to the device. Other conditions such as Call Forwarding busy and Call Forwarding Busy Voicemail rules will apply. The feature codes for activating and deactivating the DND service are *52 and *53 respectively. Below picture shows a phone where DND is set.

Group Paging

This service allows unidirectional paging to a group of users by dialing a paging group phone number or extension. A group administrator can create a paging group with a selected number of users in an enterprise intend to receive the page and assign an extension or 10 digit telephone number. The administrator can define list of originator and list of targets in that group. A paging group can be part of another paging group (nested paging group). When the allowed user dials the paging number, all targets will be alerted and immediately connected to the originator in an n-way conference.
How to add originator and target users, and program a paging button.

High Definition (HD) Voice

The phones and the soft clients will use G722 as the default HD voice codec for calls to other users in the platform. G722 uses the audio spectrum of 50 to 7000 Hz compared the PSTN codec G711 which uses 300 to 3400 Hz. Currently, all calls to and from PSTN will fall back to G711. During conferencing, the codec that is supported by all the participants will be used; specifically, if all the participants are using devices that support G722 HD voice codec, then G722 will be used, however, once a PSTN user joins the call, all the phones will negotiate to use non HD voice G711µlaw codec. The conference participants will notice a perceptible drop in voice quality. The below picture shows when a HD voice call is made.

Hoteling Host and Hoteling Guest

Hoteling consists of two separate services, hoteling host and hoteling guest. A user with hoteling guest service can login to a hoteling host and temporarily use that device as if it’s his own phone. During the time the user has logged into the hoteling phone, all the non-emergency calls made from the host phone will carry the caller id of the hoteling guest. Emergency calls made from the host phone will carry the caller id of the hoteling host. In contrast, non-emergency calls made from the hoteling guest phone will be rejected. Emergency calls will be allowed to go through. The user can also activate this service from the end user portal. After 12 hours, the user will be automatically logged out of the hoteling host.

Hunt Group

The Hunt Group service allows incoming calls to a central number to be distributed to the members of that group according to a hunting policy. Five different hunting policies are supported. The group admin can configure a specific policy to suit the business needs.
Linear/Regular: The hunt starts with the first user in the list and progresses sequentially till an idle user is found.
Circular: The hunt starts with the user who is next in the list to the user who answered the last call. If the end of the list is reached, the hunting circles back to the first user on the list. The hunting ends when the idle user is found.
Uniform: The incoming calls to the group are presented to the user who has been idle for the longest time.
Simultaneous: All the users in the list will be simultaneously alerted.
Weighted: The administrator assigns appropriate weights to the users in the list. Agents with higher weight will receive more calls than those with less weight.

Instant Group Call

The Instant Group Call (IGC) service allows a user to call a phone number assigned to the instant group call group, whereby the system alerts all members in the group. As the members answer, they are joined into a multi-way conference.

Instant Messaging and Presence

In addition to Instant Messaging and Presence monitoring, IMPS also provides Directory to all soft clients as well as file sharing (desktop and mobile clients only). Instant Messaging (chat) provides a mechanism whereby a business user can exchange private and secure messages with another user or groups of users within the platform, including those outside their own enterprises.
 

The seven presence states are:

1. Airplane—The out of office reply is set in Microsoft Outlook.
2. Moon—Do not disturb.
3. Sharing—Sharing a screen or application.
4. Meeting—In a meeting.
5. Call—On a call.
6. Green border—Active in the last 10 minutes.
7. Clock—Not active.

Visit Webex | See People's Availability to learn more.

Intercept Group

This service enables a user to gracefully take a group out of service. The administrator can configure so that a treatment will be played for incoming calls (such as “The number you have called is no longer service, please hang-up and call”)

Inventory Report

A group administrator can generate a report on the following resources used a group and in each department.
• Phone numbers
• Devices
• Users and departments
• Services

Ipad / Iphone / Androids

Mac Recommended Minimum System Requirements:

These requirements are continuously reviewed and may be revised.

• MacOS 10.12 and later on a supported Mac. https://support.apple.com/kb/sp742?locale=en_US.
• M1 chip or Intel CPU-based (4 GB of RAM minimum recommended).
• iPhone and iPad—iOS 13.7 and later, and iPadOS 13.7 and later.

• Android Smartphones—Oreo 8.0 and later (3GB of RAM required).

Visit - System Requirements for Cisco Webex Services to learn more

In the Webex app, the user's work takes place within spaces and teams. Here the user can send messages, make calls, have video meetings, and share files and whiteboards.

Direct Messages

The user can directly send a message to one person. The conversation that you started remains between the two of you, and you can't add other people to the conversation later.

Spaces

Spaces work well for a group of people working on a specific topic. The users come together to handle this thing (which can be something quick or long term), but the focus is more narrow and specific. A user can refer to them as standalone spaces.

The user can join a space when someone who's already in the space adds the user to it.

Spaces start out unmoderated, which means anyone can do things like add or remove people, or change the name and picture . But if the user need more control over who's joining, user can make themself a moderator of a space . Then, only the user can add people to the space, and get other privileges like being able to delete people's messages or files .

Teams

If the user’s original intention changes and that project outgrows its original purpose, the user can create a team and then move a space into a team .

Teams help keep everything organized by putting multiple spaces under a common theme. Teams are great for a consistent group of people who are going to be working on something for a long time. That something can involve many activities, or could be subprojects happening at the same time.

To join a team , a moderator must add you to it.

Last Number Redial

Most users will dial last dialed numbers from the button or call logs. However, this feature is included for legacy reasons. The user can dial ## to make a call to the last dialed number from any of his devices.

Malicious Call Trace

This feature allows Shaw to trace calls to and from a user. The trace has information about the caller (name and number), the time and date of the call etc.

Meet-Me Conferencing

The Meet-Me service provides next generation conferencing service with the following capabilities:
• Up to 294-way audio conferencing
• Scheduled and reservation less conferences
• Custom greeting
• Conference recording
• Muting participants and inviting new participants
• Automatic Lecture Mode
• Web based Moderator thin client to moderate the conference
• HD audio

Mobile Devices

The following services are supported in the mobile devices (mobile phones and tablets running Apple IOS or Google Android operating systems). Windows tablets are considered as desktop devices.
• Voice calls including HD voice calls
• Video
• Instant Messaging and Presence
• Ad hoc group messaging (Chat Rooms)
• Contacts
• Enterprise Directory

• Meet-Meet or My Room (Not Available in SmartVoice Office and SmartVoice Remote)

• Spaces, Space Meetings and Private Meeting Room (PMR) [Business] SmartVoice | Cisco Webex Overview 

Moderator console (thin client)

The moderator console is available for those users who has been provisioned with Meet-Me conferencing services. This console is launched from the end user portal smartvoice.shawbusiness.ca and provides an alternate means of managing the conference. Specifically these functionalities are available for the user:
• Join Conference
• Add or drop a Participant
• Mute or Unmute Participant
• Put a participant on hold or remove the participant from hold
• Turn Lecture Mode On or Off
• Lock or Unlock Conference
• Start, Stop, Pause, Resume conference recordings

• (Not Available in SmartVoice Office and SmartVoice Remote)

Multi Appearance Directory No. (MADN) or Shared Call Appearance

In SCA, the user will have multiple appearances in various physical devices or applications. This enabled the user to receive calls in various locations and able make calls from these locations. In the current deployment, SCA is used for two purposes. As an appearance is another users handset. For example, Alice Riojas (4033001000) may have a shared call appearance with Adele Gutierrez (4033001001). When Alice gets an incoming call, both Alice’s and Adele’s phone will ring. If Alice is not available to take the call, Adele can take it in her phone. SCA is also used to extend the telephony service to mobile devices as Shaw Hosted PBX app. If the user has the app running in three devices (e.g. in Desktop, iPhone and a tablet), each of these is a shared call appearance. The user can answer an incoming call or make calls in any of these devices.

Multiple Call Arrangement

Along with Shared Call Appearance, this feature allows a user to make and receive calls from multiple devices.

Music on Hold

Configuring the Music on Hold service will play music (or another audio recording) for callers you’ve placed on hold.

This feature is automatically available on all lines except Analog and Conference.

Works with

• Call Hold
• Call Park
• Busy Camp On

How to set up and use the Music on Hold SmartVoice service

Uploading audio files

Before you can set a music or other audio file to play for callers on hold, you will need to upload the file, or record a custom message. You can learn how to do both by reading the article How To: Upload or record custom audio files.

Please note that before you upload copyrighted music to theMusic on Hold service, you may be required to purchase a licensing fee from SOCAN. If your music file was provided by a music supplier, SOCAN fees may not apply. We suggest that you contact SOCAN to ensure that you are covered, or learn more at socan.ca.

Enable the Music On Hold feature

Group administrators can enable the Music On Hold feature for calls being held, parked (placed on hold on one desk phone, and continued on another), and camped (incoming calls held in queue for the same desk phone).

1. Go to smartvoice.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. Click the Group Services tab.
4. Click Site Services and select Music On Hold from the dropdown list.
5. Configure settings as desired.
   • Under Departments without Music On Hold settings, click Add to exclude lines from the service.
   • Under Group/Department settings, select a group/department from the dropdown list. Then, under General Settings, select checkboxes to enable hold music during Call Hold, Call Park, and Busy Camp On. Under Music On Hold Message, select an audio file to play for callers on hold (System-defined music or Custom — but not External source).
   • Under Internal Calls settings, you can choose an alternate audio file for callers on-hold within your business.
6. Click Save.

Selectively disable Music On Hold

Enabling or disable Music On Hold on your own SmartVoice line or extension:

1. Go to smartvoice.shawbusiness.ca.
2. Log in using your personal credentials.
3. Click the Calling Features tab.
4. Under Call Control, set Music On Hold to On or Off.
5. Click Save.

To disable hold music on outbound calls, when you anticipate putting the other party on hold:

1. Lift the receiver.
2. Dial ✱60✱.
3. Wait for a stutter tone, then dial the number to call.

For the duration of the call, if the other party is placed on hold, they will hear silence.

My Room

My Room integrates the user’s permanent chat room, desktop sharing and Meet-Me Conference Bridge into a true Unified Communications View. Drag and dropping users into My Room will automatically invoke multi-mode communication with those users with minimal effort from those users.
• Audio conferencing bridge without the need to enter the bridge PIN codes.
• This sends Invite to all the clients (Desktop and Mobile) they are logged in.
• Desktop Share button to start the screen share (Desktop clients only)

(Not Available in SmartVoice Office and SmartVoice Remote, see [Business] SmartVoice | Cisco Webex Overview ) 

This service is very similar to 3-way voice and video calling but increases the number of participants to the currently configured limit of 6.

You can host up to six people (including yourself) in a conference call.

1. While on a three-way call with two other people, press the Conference button.
2. Enter the phone number or extension of the fourth person.
3. Press the call button or # to engage the 3rd caller.
4. When the fourth person answers, press the Conference button again.
5. Repeat steps 1-3 until there are a maximum of six people in your conference call.

If any of the other people hangs up, your call with the remaining people will continue. If you hang up, everyone will be disconnected from the conference call.

Personal computers running Apple Mac OS

The clients are supported in Apple Mac Desktops with the following minimum requirements.
• Mac OS 10.7 Lion, Mac OS 10.8 Mountain Lion, Mac OS 10.9 Mavericks, Mac OS 10.10 Yosemite
• Minimum hardware requirements for audio calls are 1.5 GHz CPU and 2GB RAM.
• Headsets are recommended for voice calls.
• Video calls require a Web Cam. A dual core CPU is the recommended minimum.
• For high-definition (HD) video calls, a HD camera, a HD compatible display and a minimum Quad Core x86 or equivalent processor is recommended.
• Open Graphics Library (OpenGL) 1.5 or higher is recommended.

Personal computers running Microsoft Windows

• Windows Vista, Windows 7, or Windows 8/8.1 (Classical view only).
• Minimum hardware requirements for audio calls are 1.5 GHz CPU and 2GB RAM.
• Headsets are recommended for voice calls.
• Video calls require a Web Cam. A dual core CPU is the recommended minimum.
• For high-definition (HD) video calls a HD camera, a HD compatible display and a minimum Quad Core x86 or equivalent processor is recommended.
• Open Graphics Library (OpenGL) 1.5 or higher is recommended.

Priority Alert

This service causes the user’s phone to ring with a different tone for selected incoming calls. This service, when applied to hunt groups will cause the agents phone to ring with a different pattern for selected calls.

Privacy

There are three components in this service:
Directory privacy whereby the user can exclude himself from group and enterprise directory listings.
• Privacy in extension dialing and/or name dialing from Auto Attendants.
Phone status privacy whereby the user can choose which other users can monitor their status of the phone.

Push to Talk (Intercom)

When the user dials *50, the system requests the called station answer automatically. The administrators and users can create accept and reject lists including wild cards.

Receptionist console (thin client)

The Receptionist console is the next generation call management console for the receptionists or telephone attendants. It can be launched from the end user portal (https://smartvoice.shawbusiness.ca) or directly from the URL (https://webapps.cloudpbx.shawbusiness.ca/receptionist). Both portals need the user to login using the hosted PBX credentials.
• A supported browser and installation of Java are required for using this console.
• The Receptionist thin client console is available in three versions, Office, Small Business and Enterprise.
The Office version supports the following features:
-----Call Management functions:
• Answer Call
• Hold Call
• Resume Held Call
• End Call
• Blind Call Transfer
• Supervised Call Transfer
• Consultative Call Transfer
• Transfer to Voicemail
• Directed Call Pickup
• Operator Call Barge-in
• Start Conference Call
• Add participant to a Conference call
• Hold Conference Call
• Resume Conference call
• Put a Conference participant on hold
• Take Participant off Hold
• Remove Conference participant
• Leave Conference Call
• End Conference Call
• View Call Details
• Dial from Contacts
• Dial Ad Hoc Number
• Redial
• Speed Dial
• Dial from Call History
In addition to the above Office features the Small Business Edition supports the following features:
• Busy Camp On
• Statically monitor the status of up to 30 contacts enterprise wide.
In Addition to the above the Enterprise edition supports the following features: Call Management Functions:
• Transfer to Queue
• Group Call Park
• Static Monitoring of up to 200 contacts enterprise wide and dynamically monitor up to 100 contacts enterprise wide.
• Management of call queues

DID stands for Direct Inward Dial, in simple terms a DID is a telephone number.

A reserve DID allows a customer to reserve a block of DID’s for a small fee so these telephone numbers can be activated at a later time.  This is typically used when a customer knows they will be adding users in the future and would like these new users to have numbers that are sequential or similar to the existing ones.

Selective Call Forwarding or Call Forwarding Selective is an a la carte feature that allows users to redirect incoming calls to a configurable destination based on specified selective criteria. This feature can be turned on/off as required and is managed from the End User Portal.

Selective Call Rejection

Selective Call Rejection enables a user to define criteria by which incoming calls to be rejected. The criteria may include certain phone numbers, patterns of phone numbers, time of the day, day of the week or combinations of these.

Shared Call Appearance 5 (SCA)

This service enables a user to make calls from multiple devices with the identity of the primary device and also and receive calls simultaneously in those devices. Ongoing calls in in one device can be retrieved in another device by dialing *11.

Shared Call Appearance 10 (SCA)

This service enables a user to make calls from multiple devices with the identity of the primary device and also and receive calls simultaneously in those devices. Ongoing calls in in one device can be retrieved in another device by dialing *11.

Soft Clients

The user can use SmartVoice application in a maximum of three devices, one device in each of the below three categories. Using the application in two or more devices is not permitted and doing so will temporarily disable the application (log the user out of the network) in the previously used device. The user can use all three devices concurrently. Incoming calls will ring all his devices (both soft clients and handsets and the user can make concurrent calls in all his devices.
1. One Desktop computer running either Microsoft Windows or Apple Mac OS.
2. One Mobile Phone such as iPhone or Google Nexus. (Windows Phones and Blackberry phones are not supported)
3. One tablet such as iPad or Samsung Android tablet.
For example, these are valid combinations:
1. Windows 7 PC, Samsung S5 and iPad.
2. Apple Mac, iPhone and iPad.
3. Windows 8.1 PC, Google Nexus 5 phone and Nexus 9 tablet.
These are not valid combinations:
1. Windows 7 PC, Google Nexus 5 phone and iPhone
2. iPhone, Apple Mac and Windows 8.1 PC.

Speed Dial 8

This feature enables the user to create single digit codes for up to eight numbers such as frequently dialed numbers or long strings of digits that are hard to remember.

Three-Way Call

This feature enables a user to have audio and video conversation with two other parties where all parties can communicate with each other.

With three-way calling, you can have three people on the same call together.

1. While on a call with someone else, press the Conference button.
2. Enter the phone number or extension of the third person
3. Press the call button or # to engage the 3rd caller.
4. When the third person answers, press the Conference button again.

If either of the other two people on the call hangs up, your call with the remaining person will continue. If you hang up, everyone will be disconnected from the conference call.

Voicemail

Maximum length of the message: 3 minutes
Full mailbox limit: 200 minutes
Hold period: 30 days

Video Calling

End users can use Polycom VVX 500/501, VVX 600/601, Cisco 8845 and Cisco 8865 handsets. SmartVoice applications running in Desktop to make video calls to other users. Users with 3-Way or N-Way calling can increase the number of participants in the video call. 3-Way has a maximum of 3 participants. N-Way has a maximum of 6 participants. Polycom supports H.264 and Cisco supports 720p HD video.

Video Conferencing

Video conferencing is available with Cisco Webex.

Group Mailbox / Group Voicemail

Group voicemail is voicemail that can be accessed from multiple SmartVoice desk phones.

Access group voicemail

If group voicemail has been added as an extension on your phone:

Polycom Handsets

1. Press the Message Center button on your desk phone.
2. Select the group voicemail line.
3. Press the connect button.
4. Enter the group voicemail passcode.

Cisco Handsets

1. Using the Select button scroll down to highlight the group voicemail extension.
2. Press the Messages button.
3. Pick up the handset.
4. Enter the group voicemail passcode.

If you do not have the group voicemail extension on your phone:

1. Dial ✱99 , then press the ✱ while in the menu.
2. Enter the extension of the group voicemail followed by the # key.
3. Enter the group voicemail passcode followed by the # key.

Remote Access:

Remote Access is not available for Group Voicemail (other than setting up Voicemail-To-Email). See How To: Send SmartVoice Voicemail To Email for more information.