Introduction
Getting Started
The Basics
Advanced


Introduction
Your new SmartVoice Service replaces your existing local and long distance telephone lines with a new Voice-Over-IP (VoIP) alternative, allowing you to keep your current phone equipment. Service Administrator provides you, as the phone services administrator for your business, with a convenient web-based tool to manage important aspects of your SmartVoice Service.

This tutorial will guide you through the process of getting started with the Service Administrator, and explain how to use its basic and advanced features.


Getting Started
This information will assist you in beginning to use your new Service Administrator. At this point you should have received your Service Administrator username and initial password. This section of the tutorial covers the following:
What is [product]?
What It Is
SmartVoice Service replaces your current local and long-distance telephone service. You select how many phone lines for each office location, how many toll-free and local numbers, and the type of phone numbers you want (Basic Number, Voicemail Number, Follow-Me Number with Voicemail, Fax Number, Automated Attendant Number, or Conferencing Number). Many of the phone number types available can be customized for your specific business need or for each employee's specific working situation (in the field, in the office, etc).

How it Works
A small piece of equipment (called a VoIP gateway) is installed in each of your offices. The gateway has telephone lines that connect to your existing phone system. The gateway also connects to a broadband data circuit at your office. Phone calls to and from your office pass over the broadband data circuit to the gateway, and from the gateway to your PBX. If you have more than one office location, you will need a gateway at each location.

The gateways are available in a variety of sizes to accommodate the specific number of phone lines you need at each office location. The gateways are also available in either analog or digital (T1, PRI) versions to accommodate the specific telephone line interface requirements of your existing PBX or Key System.

What is Service Administrator?
Service Administrator is a powerful web-based tool for managing your SmartVoice Service. You can access the Service Administrator over the Internet using any standard web browser.

As the administrator for your company’s phone services, you are provided with a special username and password to access the Service Administrator. Once you “log on”, the Service Administrator provides you with a view of the services your business has purchased, and allows you to perform a variety of tasks, including:



Logging In
In order to use the Service Administrator, you must use an Internet Web browser (e.g., Microsoft Internet Explorer, or Mozilla Firefox) to log in and begin a work session.

To log into the Service Administrator:

  1. Go to cp.serverdata.net/voice
  2. Enter your login username.
  3. Enter your password (Use your temporary password if this is your first time logging in).
  4. Click the “Log In” button.

When successful, the login process takes you to the Account Summary page for your business. As explained later this tutorial, you may navigate to other screens that allow you to manage your service.

NOTE: Service Administrator supports multiple simultaneous logins from the same username and password.

Changing Your Password
When you first log into Service Administrator it is important to change your password from the temporary password you were initially provided. The new password should be at least 6 characters in length, and can contain any combination of letters and numbers.

To change your password, proceed as follows:

  1. Login to Service Administrator, as described earlier.
  2. Click the Account Information tab.
  3. Click the Change Login Information button.
  4. Enter your current (or temporary) password.
  5. Enter your new password.
  6. Reenter your new password.
  7. Click the Save button.
NOTE: Only one username and password is supported per company.

Getting Around
Service Administrator has a convenient navigation area that appears at the top of each screen. As shown below, this area has an upper row of main “tabs” and a lower row of “buttons”.



The tabs and buttons are used to access the various functions of the Service Administrator. Each main tab causes a different set of buttons to appear. Each button causes a different Service Administrator screen to appear.

To move around in Service Administrator, simply click on a main tab to bring up the desired set of buttons, and then click on a button to bring up the Service Administrator screen you wish to work with.

When you initially log in, the Account Info tab is automatically selected and you are viewing the Account Summary screen.

Logging Out
For security reasons, it is a good idea to log out of Service Administrator if you are going to stop using it for a while.

To log out, simply click the Log Out button that appears at the top-right corner of the title bar for the screen you are viewing.

NOTE: Service Administrator automatically logs you out if you are inactive for a period of time.



The Basics
This information will assist you with learning to use the basic features of the Service Administrator.

This section of the tutorial covers the following:
Viewing Your Account Summary
The Account Summary screen presents a high-level description of your account that includes your contact information, and a summary of the locations, gateways, phone lines, and phone numbers available for use at your company.

Getting to the Summary
The Service Administrator login process automatically takes you to the Account Summary screen.

To navigate to the Account Summary screen from any other screen, proceed as follows:
  1. Click the Account Information tab.
  2. Click the Account Summary button.

Understanding the Summary
The Service Administrator Account Summary screen has three areas of information. Briefly, these three areas are, from top to bottom: A detailed description of the information contained in each of these areas follows.

Welcome Area
This area appears at the top of the screen just under the navigation bar.

Account Contact Information Area
This area appears in the middle of the Account Summary screen. It contains the: NOTE: If you wish to change the contact information, refer to the Viewing and Changing your Contact Information section in this tutorial.

Service Profile Area
This area appears at the bottom of the Account Summary screen. It presents a summary of the services currently provisioned for your business, including:
NOTE: You can add new lines and numbers and services by clicking on the Add New button associated with each item on this list.

Viewing and Changing Your Contact Information
The Contact Information screen displays the information that is used to identify person in your company who is acting as the phone services administrator for your business. This is typically the same person who uses the Service Administrator.

To change the contact information, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Account Information tab.
  3. Click the Contact Information button.
  4. Select the contents of a field that you wish to change.
    NOTE: You can change the contents of the following contact information fields:
    • Contact Name
    • Contact Phone Number
    • Contact Email (address)

    The other information on this screen is read-only. You must contact Customer Service in order to change it.
  5. Type in a new value.
  6. Repeat for each field you wish to change.
  7. Click the Save button.


Viewing Your Invoice
You may view your present invoice or one of your past invoices. Each invoice includes:

To view an invoice, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Reports and Billing tab.
  3. Click the View Invoice button.
  4. Select the invoice you wish to view from the list.


NOTE: The invoices are presented in PDF format. While viewing the invoice you can optionally print or save the file if desired.

Viewing the Call History for a Number
You can view the Call History for any enhanced number that has been provisioned for your company. The call history, for each call, includes:

To view the Call History number, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Reports and Billing tab.
  3. Click the Call History button.

    NOTE: It is also possible to get to the Call History screen from the Phone Number Detail screen. Refer to the Viewing Phone Number Details section of this tutorial for more information.
  4. Find the number you wish to view the Call History for on the list of numbers displayed on the Call History screen. Use the scroll bar if necessary.
  5. Click the view history button corresponding to the number you wish to view the Call History for.


Viewing the Catalog of Service Features
The Services Features pages offers descriptions of the various optional services you may purchase for your company.

To see the catalog of available services, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Services Feature Set tab.
  3. Click the Services Features button.


Getting Help
Service Administrator has an extensive set of help materials for your reference, including:

To access the help materials, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Help tab.
  3. Click on the Help button.
  4. Click on the link associated with the help material you wish to use.

NOTE: Once you select any of the On-line Tutorials, you can either use the buttons on the left hand side of the screen to begin using the Tutorial online. You can also print or download a copy of the tutorial by clicking the “Printable Copy” linkt in the upper right hand corner of any page of the tutorial, and then use your browser to print or save the file, as desired.

Accessing Customer Service
Customer Service support for your service is available in a variety of forms, including:

Information regarding Customer Service, including contact information and hours of service, is available via the Service Administrator.

To access the Service Administrator Customer Services Information Screen, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Customer Service tab.
  3. Click the button for the type of Customer Service support desired:


Viewing Agreements and Notices
The Service Administrator provides you with a convenient means to access important agreements and notices concerning your service. Via the Service Administrator you can view, print, or download these important documents, including:

Viewing Your Company's Service Agreement
The Service Agreement includes the overall terms and conditions for the service. This agreement was executed by your business as part of the sign-up process for the service.

To view your Service Agreement, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Account Information tab.
  3. Click the Agreements and Notices button (the Service Agreement will be displayed by default).
Note: If desired, use your browser to print or save a copy of this document.

Viewing Your Company's 911 Notice
The 911 Notice contains important information regarding 911 emergency calling. This 911 Notice was executed by your business as part of the sign-up process for the service. A copy of the 911 Notice is provided here for your convenience. Please read this important information. If you have any questions regarding 911, please contact customer service.

To view the 911 information for your company, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Account Information tab.
  3. Click the Agreements and Notices button.
  4. Click the “911 Notice” link at the top of the Agreements and Notices page.
    Note: If desired, use your browser to print or save a copy of this document.

Viewing the Privacy Policy
A copy of the Privacy Policy that pertains to your service is provided here for your convenience.

To view the Privacy Policy, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Account Information tab.
  3. Click the Agreements and Notices button.
  4. Click the “Privacy Policy” link at the top of the Agreements and Notices page.
    Note: If desired, use your browser to print or save a copy of this document.

Viewing the Copyright Notices
Copyright Notices that pertain to your service are provided here for your convenience.

To view the Copyright Notices, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Account Information tab.
  3. Click the Agreements and Notices button.
  4. Click the “Copyright Notices” link at the top of the Agreements and Notices page.
    Note: If desired, use your browser to print or save a copy of this document.




Advanced
This information will assist you with learning to use some of the more advanced features of the Service Administrator.

This section of the tutorial covers the following:
Viewing the Service Summary
As the phone services administrator for your business, you are likely to think in terms of managing phone lines and phone numbers. To make your task easier, the Service Administrator has a Service Summary screen that provides a convenient summary of the phone lines and phone numbers currently provisioned for your business.

From this screen, you can see the number of phone lines you have available, and the number and types of enhanced phone numbers your company has ordered. Also, from the Service Summary screen you can access other screens containing more detailed information regarding these lines and numbers, and order new lines and numbers if desired.

Getting to the Service Summary Screen
To view the Service Summary screen, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Service Management tab.

    Note: It is not necessary to click the Service Summary button, since the Service Summary screen is displayed by default when you click the Service Management tab).

Understanding the Service Summary Screen
The top half of the Service Summary screen shows the “Maximum Lines on the Gateways” in your company. This is the total of the maximum available physical lines on all gateways at all locations in your company. Please note that this is not necessary the same as the number of lines you have actually provisioned. For example you may have a gateway with a maximum available physical capacity of 24 lines, but may have only actually provisioned 20 lines on the gateway. To determine the number of lines you have provisioned, you may need to consult your invoice (see the section Viewing Your Invoice in this tutorial).

The bottom half of the Service Summary screen shows the number of phone numbers your business has provisioned.

Note: You can order new lines and phone numbers from the Service Summary screen by clicking the “Add” button next to the lines or number type you wish to order.

Viewing Phone Line Details
The Service Summary screen provides a summary of the phone lines in your business. If you would like more detailed information, including a list of all gateways and gateway types installed for your business, you can access this data via the Phone Line Details screen.

Getting to the Phone Line Detail Screen
To view the Phone Line Detail screen proceed as follows:
  1. Access the Service Summary screen, as described earlier in this tutorial under Viewing the Service Summary.
  2. To access the Phone Line Detail screen, click on the “Phone Line Detail” link at the top of the Service Summary screen, or click the “View Detail” link next to the Phone Line Summary on the Service Summary Screen.

Understanding the Phone Line Detail Screen
The Phone Line Detail screen includes a list of all gateways installed in your business. For each gateway, the following information is provided:


Viewing Hunt Group Details
A hunt group is a collection of phone lines on a gateway that are configured to “hunt” from one line to the next if any given line is in use. Typically all lines on digital gateways are configured as part of a single hunt group. By default, the lines on analog gateways are also configured to be part of a single hunt group, however it is possible to make exceptions. For example you may want a phone line on an analog gateway to be connected to a fax machine, in which case you would not want it to be part of the main hunt group for your business.

The Hunt Group Detail screen allows you to view the configuration of hunting on each gateway.

Getting to the Hunt Group Detail Screen
To view the details for the hunt groups provisioned for a specific gateway, proceed as follows:
  1. Access the Phone Line Detail screen, as described earlier in this tutorial under Viewing the Phone Line Details.
  2. To access the Hunt Group Detail screen, click on the “View Hunt Group” button next to the specific gateway you are interested in.

Understanding the Hunt Group Detail Screen
The Hunt Group Detail screen includes a list of all physical phone lines on the gateway you have selected. For each line on the gateway, there is an indication as to whether the line has been configured as part of a hunt group. If there is more than one hunt group configured on a gateway, the hunt groups will be uniquely named.

Viewing Phone Number Details
The Service Summary screen provides a summary of the phone numbers in your business. If you would like more detailed information on these numbers, you can access this data via the Phone Line Details screen.

Getting to the Phone Number Detail Screen
To view the Phone Number Detail screen proceed as follows:
  1. Access the Service Summary screen, as described earlier in this tutorial under Viewing the Service Summary.
  2. To access the Phone Number Detail screen, click on the “Phone Number Detail” link at the top of the Service Summary screen, or click the “View Detail” link next to the Phone Number Summary on the Service Summary Screen.

Understanding the Phone Number Detail Screen
The Phone Line Detail screen includes a list of all gateways installed in your business. For each phone number, the following information is provided:

Deleting a Phone Number
Service Administrator provides you with a means to request the permanent removal of any existing phone number from your service.

To request that a phone number be deleted, proceed as follows:
  1. Access the Phone Number Detail screen, as described earlier in this tutorial under Viewing the Phone Number Details.
  2. To request that a phone number be removed from service, check the checkbox to the left of the number to be removed (note you can select more than one number if desired).
  3. Click the “Delete Selected” button at the top of bottom of the screen.
    Note: After clicking the “Delete Selected” button, a request will be automatically forwarded to customer service to delete the selected number or numbers. This process may take several days to complete. You may be contacted if necessary during this process.


Adding New Phone Lines and Phone Numbers
Service Administrator provides you with a convenient means to order new telephone lines and telephone numbers to suit your company's evolving business needs. Refer to the Viewing the Catalog of Service Features in this tutorial for a description of the various types of enhanced numbers available.

The Service Administrator gathers the appropriate information from you, and then automatically submits your request for new service.

You can order either lines or numbers using a series of screens that begins with the Add New Line/Number screen.

Getting to the Add New Line/Number Screen
To get to the Add New Line/Number screen, proceed as follows:
  1. Login to Service Administrator, as described earlier in this tutorial under Logging In.
  2. Click the Account Information tab.
  3. Click the Add New Line/Number button.
  4. If you wish to add a new phone line, select the “Add New Phone LINE” option, then click the Continue button.

    OR

    If you wish to add a new phone number, select the “Add New Phone NUMBER” option, then click the Continue button.

Ordering New Phone Lines
After accessing the Add New Line/Number screen, and selecting the “Add New Phone LINE” option as described above, then to complete the process for ordering a new line proceed as follows:
  1. If you want to add phone lines to an existing location, select a location from the list of your company's existing provisioned locations.

    OR

    If this is a new location, select “--New--”, and fill in the corresponding name and address fields.
  2. Click the Continue button.
  3. Select the type of gateway required (Digital T1, Digital PRI, or Analog), corresponding to the type of phones line interface provided by your existing PBX or Key System.
  4. Enter the number of new lines you want to order.
  5. Click the Continue button.
  6. Enter any additional comments or special requests you would like to make as part of this order request.
  7. Click the Continue button.
  8. Click the Save button to submit the order, or the Cancel button to cancel the order.

    Note: After submitting the order, an order request will be automatically forwarded to customer service. It may take several days to process your order. You may be contacted if necessary during this process.

Ordering New Phone Numbers
After accessing the Add New Line/Number screen, and selecting the “Add New Phone NUMBER” option as described above, then to complete the process for ordering a new line proceed as follows:
  1. Select the type of number (Basic, Voicemail, Follow-Me with VoiceMail, Conferencing, Fax, or Auto-Attendant).
  2. Click the Continue button.
  3. Select either a Toll-Free or Local number. If you select Local, then choose an area code from the dropdown list, corresponding to the local area you want for this number Then click the Continue button.

    NOTE: This step is automatically skipped if you are ordering a Conferencing Number, since Conferencing Numbers are only available as toll-free.
  4. If there is more than one location provisioned for your company, select a location from the dropdown list corresponding to the location you want the new phone number to be associated with.
  5. If there is more than one gateway provisioned at this location, select a gateway from the dropdown list, corresponding to the location you want the new phone number to be associated with.
  6. Click the Continue button.
  7. Enter any additional comments or special requests you would like to make as part of this order request.
  8. Click the Continue button.
  9. Click the Save button to submit the order, or the Cancel button to cancel the order.

    Note: After submitting the order, an order request will be automatically forwarded to customer service. It may take several days to process your order. You may be contacted if necessary during this process.



Managing Account Codes
If desired, your service can be configured so that your employees must dial an 'Account Code' before placing an outbound call. This allows you to track usage of outbound calls from your system by employee, department, or project, etc, as desired. Your Account Codes can be configured as 'Verified' or 'Non-Verified'. With Verified Account Codes, the user must enter a code that matches one of the pre-configured codes in the Verified Account Code list. With Non-Verified Account Codes, the user can enter any code as desired. This is useful, for example, for tracking calls by project or client ID.

To setup your Account Codes, or to request a change in the configuration of your Account Codes, please contact Customer Service.

Managing Virtual Calling Card Numbers
Your service supports a 'Virtual Calling Card' feature, allowing your employees to access your service when away from the office, by dialing a toll-free number and entering a 'Virtual Calling Card PIN Code'. Multiple PIN Codes can be used, so that you can track usage of the Virtual Calling Card by department, employee, or project, as desired.

To setup your Virtual Calling Card feature, or to request a change in the configuration of your Virtual Calling Card PIN Codes, please contact Customer Service.

Managing Barred Numbers
Your service supports the use of 'Barred Numbers'. You can specify a list of numbers or range of numbers that your employees will be restricted from dialing. You can define restrictions on outbound calls to any off-net or on-net number or numbers as desired. For example, you may want to bar outbound calls to certain countries, or to certain prefixes. If an employee attempts to place a call to a number that has been barred, the service will reject the call. By default, your account has been configured to bar access to “900” numbers, certain restricted international locations, and “dial 0” operator assistance.

To request a change in the configuration of your Barred Numbers, please contact Customer Service.

Managing Group Messaging
Your service supports Group Messages for both Voice and Fax Messaging. Your employees who have either a Voice Mail Number, Forwarding Number with Voice Mail, or Fax Number can use Group Messaging. Group Messaging allows them to send and forward messages to groups of employees. Each employee with one of these types of accounts can manage their own personal group distribution lists via their web-based Service Manager.

As the administrator, you can create and manage company-wide group distribution lists. You create and manage these lists using the web-based Service Manager tool available with any Voice Mail Number or Forwarding Number with Voice Mail. For details, consult the tutorial for the corresponding number type.

911 Information
Important Information About Your 911 Service
Before activating your service, your business should have received and acknowledged a “911 Notice”. To view a copy of this notice, see “Viewing Your 911 Notice” under section Viewing Agreements and Notices in this tutorial. Please make sure that you have reviewed this important information.

How To Change Your 911 Emergency Address
Please contact Customer Service by phone, email, or mail if your business needs to change your 911 Emergency address(es). You may also submit a Service Ticket to request a change to your 911 Emergency address(es).

IMPORTANT: If you plan to move to move your equipment to a new location, you must request a change to your 911 Emergency Address. If you fail to update your 911 Emergency Address, you will not be able to use your 911 service.



----