Hosted Voice / Unity Desktop VOICE | DATA | CLOUD | MANAGED SERVICES Pre-Call Thank you for joining us today! Welcome to the Cisco SPA Basic Phone and Voicemail Training– we will be getting started at the top of the hour. The lines are currently unmuted and if you have not done so already please dial into the audio conferencing on this training. We will be getting started shortly. Thank you for your patience, we are just waiting for a few more attendees to join in, we’ll be getting started in just a minute! 1. Announce the lines are not muted. 2. Mute the lines on the hour. ## Hello and welcome to Cisco Phone and Bright House Networks User Portal Training! Thank you so much for joining us today. We know you are all busy and we appreciate you taking the time out of your day to learn about your new features! If you have some colleagues that could not be on the call today please check “____” for more training sessions. During today’s session we will be covering the basics to get you up and running with your new phones, setting up your Voice Mail, and accessing the User Portal. We expect Today’s session will last approximately 50 min. Because you are new to the service – we understand you may have lots of questions, which we encourage you to ask! With that - I have enabled chat – I’m going to send you a quick message. Please send us questions throughout the session and we can address them as we go. Lets take a look at what we have planned to cover today….

Where to find more resources TRAINING OBJECTIVES Unity Desktop Where to find more resources So, what are we going to cover on this call? Well… First – we are going to address how to use your new Cisco SPA High Def IP Phones. If you are all dialed in from your desk – great job, looks like you know how to place a call! Then we are going to cover how to set up your voicemail for the first time, record your greetings and access your voicemail messages. I’ll show you where you can go to get resources to help you feel comfortable with your new service and learn how to use some of the more advanced features that are available to you. We’ll end the session with Q/A – but as I mentioned previously, if you have specific questions as we go through the content please send a chat message and we can address them as we go.

Unity Desktop

Setup Unity Desktop Installation Follow the prompts for installation

Configuration Click Settings Under Connection Click Authentication Setup Unity Desktop Configuration Click Settings Under Connection Click Authentication Login ID Password Your login ID is your 10 digit telephone number @ voip.telovations.net. Your password is the same 6 digit password you will use for your toolbar, User Portal, and any other Hosted Voice BHN applications. NOTE: This will be different for everyone.

Setup Unity Desktop Configuration cont. Under Connection Click Network Broadworks Server Connection Address: xspca.brighthouse.com Port: 2208 Unity Server Connection Address: im.unityclient.com Port: 2208 These settings should be preconfigured, but if they are not you will need to enter them. Click green check mark. At this point you will see a dialogue box showing “Logging into Broadworks”

Window Layout Unity is split into three functional areas: Call Control Buttons Active Call Window Directory Integration User Status Unity is split into three functional areas: -Call Control -Active Call Window -User Status The Call Control Buttons include features and functions that can be performed for placing calls, handling active calls and locating settings associated with your account. The Active Call Window will display the status of all current calls. The User Status tab displays current user status for users you have selected. By default, the users displayed are those in your department. To modify the list of users, right click anywhere in the tab and select ‘Manage User List.’ Select the users to add from the list of users on the left, and then click the right arrow button. To remove users, select them from the list on the right and click the left arrow button. When finished making your selections, click the check mark to save and close the user list. Please note – the maximum numbers of users you can view is 30. Additionally, you can modify the way the users are displayed on the user status tab. By default you will see the list view, shown here. To change this to the ‘icon’ view, right click anywhere in the User Status tab and click ‘Appearance’ then “change view, then select ‘icon.’ You can resize the Unity application by dragging the window from the bottom right corner. The Active Call Window resized independently by dragging the border at the bottom of the window.

Call Control Answer/Release Hold When a call comes in the release button will change to Answer When finished with a call click the Release Button Hold Click Hold to put a call on Hold Click Retrieve to take a call off Hold A call on hold will show red in the Active Call Window READ FROM SLIDE

Call Control Manual Dial Click dial, Enter number Click green check If you right click on the Dial icon to show the last 10 numbers dial READ From screen

Call Control Other ways to dial Double clicking an available user on the User Status Tab Double clicking an entry in a Group or Personal Directory READ From Screen

Call Control Other ways to transfer a call Announced transfer While still on the phone, click Dial and enter number This puts the first call on hold NOTE: You will see two calls in your Active Call Window Once the dialed party answers click transfer Both Calls disappear from your Active Call window Other ways of Performing Announced Transfer: While on a call you can also announce a transfer by Double clicking an available user on the User Status Tab Double clicking an entry in a Group or Personal Directory Once the user answers click Transfer to connect the call Announced transfer allows you to say who the call is from. Announced Transfers Other ways to do this is double clicking on an available colleague or double clicking a Group or Personal directory Entry We will go over the directories next. Once the second call is established, click transfer. Once you click that both calls disappear from the Active Call Window

Call Control Transfers cont. Blind Transfer Click transfer, enter the number Click green check NOTE: Call is immediately transferred to user While on a call, you can right click on an user in the User Status Tab and click Transfer call to Mobile Transfer call to Extension Transfer call to Voicemail Blind transfer just drops the call to their phone. Blind transfer can also be done by right clicking on a user on the User Status tab and click on one of the options. Once you click that both calls disappear from the Active Call Window

Call Control Conference Voicemail While still on the phone, click Dial and enter number This puts the first call on hold NOTE: You will see two calls in your Active Call Window Once the dialed party answers click Conference The other parties show as Active Conference in the Active Call Window Voicemail Sends an inbound call directly to your voicemail Conference Call During a Conference Call, if you click Release both parties will be disconnected. You can also drop one of the parties from the Conference Call by highlighting that called and then selecting Release. Voicemail Button This button will send calls, that were dialed directly to you, straight to your voicemail. This button does not work for Hunt Group or calls from the Queue.

Active Call Window Visual representation of the status of all current calls. Includes The caller [From], Number called [To] Duration Hold/active/ringing Status. The caller [From], If matched to the Group or Personal Directory, the caller name rather than the number will be displayed Number called [To] Will display the user name or call center that has been called Duration Time the call has been in progress Hold/active/ringing Status. Will show Redirection if a call is transferred to you

Ringing – The user’s telephone is ringing User Status On Hook– The users telephone is logged on, and they are free to receive a call. Ringing – The user’s telephone is ringing Off Hook– The user is currently engaged on the telephone Unavailable – The user has set their Status to Do Not Disturb, Busy or Unavailable. Under the User Status Tab you can see up to 20 of your colleagues. (soon to be 30) You can see if they are on the phone by looking at the color of their avatar to the left of their name.

Adding Users to User Status Tab Right click on any user Click Manage User List To add Click a user on the left, click right arrow To remove Click a user on the right, click left arrow Click Green Check when completed Unity is populated with colleagues from the users department, up to 30 users. Each user has the ability to adjust who those users are that they can see by using the steps above.

Directories Group directory shows all numbers in your group NOTE: Your group directory dictated by how your group and departments are set up in our switch Group directory shows all numbers in your group Defined in the switch Everyone can see this in their own app Personal Directory As entered by you Only you can see these users To Add Right Click and click Add Personal Directory Entry Enter Name and Number Outlook Contacts Will display if you have Unity set up to integrate with Outlook This is defaulted to Group Directory and Personal Directory. If you have Unity set to integrate without Outlook you will also see Outlook contacts in your list

Why are Directories Important? Right click on name View User Details Dial Extension Dial Mobile Double Click the name Dials the user

Call Logs This shows your Missed, Received, and Dialed calls The tab shows the number of Missed calls If you double click an entry in your call logs, it will dial out. Or you can right click and add to the personal directory.

Instant Messenger User will have envelope on their status Right Click user, click instant messenger Enter your message and hit enter You can also click the phone to call the person your are chatting with Add more users by clicking the group of users, and have a group chat Click the red X to close the window. NOTE: Even if a user is Off Hook (red) they can still receive instant messages. ALERT: All instant messages are logged. So be sure you are not saying something in Instant Message that you don’t want others to see.

Additional resources http://enterprise.brighthouse.com/support/customer-services/customer-resources.html Software Downloads User Portal Access Class Schedule Video Library Technical Data Sheets Quick Reference Guides Customer Care Number Here you will find all the additional resources that you will need to for your new service: You can go to: If you have any questions or need further assistance you can find the Customer Care number here. This toll free number available to you to assist you. Here you will find where to sign up for upcoming webinars. You can also download you telephony toolbar from here if you have not done so already. User guides And additional the quick reference guides for your equipment as well. Along with some video’s of the phones with animations to help you learn further how to use you phone which ever model it may be.

& Support Customer care Enterprise Solutions: www.brighthouse.com/enterprise 866-477-1386: Customer Care This number is on the business cards in your Welcome Kit and in the box with the phone. From your Spectrum phone, you can also dial 611 to reach Customer Support. Email: enterpriseinfo@mybrighthouse.com