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    Auto Attendant (IVR)

    Auto Attendant is a voice menu system that allows callers to be transferred to a desired extension or user. The auto-attendant voice menu system is also known as Interactive Voice Response (IVR). Having an auto attendant in a phone system is a very useful and cost-effective feature for a business, as it automating and simplifying the incoming phone call procedure. Unovon Business provide you two types of auto attendants.

    Simple IVR

    Simple IVR allows callers to be transferred to a user or group or a customer greeting.


    Advanced IVR

    Advanced IVR allows callers to be transferred to a user or group or a customer greeting by accepting key pressing events. Admin can set key pressing events,create desired IVR prompts. Admin can set up multiple IVRs to greet and transfer calls to any combination of phones, extensions, or voicemail.

    Organization Settings

    Admin can enable/disable the feature Dial-By-Name directory assistance for a caller to find a user on a phone system. This feature lists users by name, allowing the caller to press a key to automatically ring the extension of a user once his/her extension is announced by the auto attendant. Also using this feature Admin can set Star Key (*) Action and Pound Key (#) Action to be redirected to main menu of IVR or previous menu of IVR

    User (Extension)

    First Name and Last Name

    This is the name associated with this extension and can be edited any time. This will become the Caller ID Name. Only enter the name, NOT the number.

    Extension

    This will be the extension number associated with a user and cannot be changed once saved. We recommend using 4-digit extension numbers starting with 4 through 8.
    An extension may only be linked to one user, and a user may only be linked to one extension. By default an admin extension 9999 will be created once the sign-up process completes successfully with Admin privileges. The email ID and password provided at the time of sign-up process would be the login id and password for your admin extension 9999.

    Email

    This is the email associated with a user/extension and can be edited any time. This will become the login ID for a user. Only enter the name, NOT the number.
    Password (secret) configured for the user/extension. Should be alphanumeric with at least 8 characters to keep secure.

    User Type

    Member:Can handle only few features of his own account

    Admin: Can control complete unovon dashboard settings

    User Permissions

    Admin can manage user permissions like allowing outgoing calls for that user extension, enabling voice mail feature for that user extension etc..

    Groups (Call Groups/Ring Groups/Departments)

    A Call or Ring Group feature allows admin to set his company number incoming calls redirected to different departments, where a member of the department/group will able to answer. In Unovon Business call groups feature simply called as Groups. Groups are most handy for assigning an incoming call to a department. In the event none of those members get to the call, a voicemail is assigned to take a message, which those members typically all have access to.

    Types of Call Handling for Groups:

    Rotating Ring- Distributes calls among all extensions in the group in the same order that the extensions are listed. Each new call starts at the first extension in your list.

    Simultaneous Ring- Rings all extensions in the group at the same time. The first extension to pick up the phone will answer the call.

    Random Pattern- Allows random distribution of calls. The first extension to pick up the phone will answer the call.

    Conference Bridge (Audio conferencing)

    Audio conferencing is a single audio conference call, with multiple lines/parties connected through a conferencing bridge using a pass-code.

    Internal participants:Participants from In-Network extensions

    External participants:Participants from outside network numbers from anywhere in the world like mobile numbers,land line numbers etc..

    Connecting to an Audio Conference Call

    Admin has to send invitations through their email ids with required pass-code to connect to a conferencing bridge call.

    Internal participants can connect by dialing the 5 digit conference extension number starts with the number 10 provided by Admin, on the prompt provide pass-code to enter into the bridge call.

    External participants can connect to a conference extension by dialing a conference number which may be a direct conference number provided by Admin or a company number (if there is no direct conference number) ,on the prompt provide pass-code to enter into the bridge call.

    Conference admin

    Participants with conference admin privilege can mute/un-mute other participants in audio conference calls.

    How to create Audio Conference?

    1. Login to Unovon Dashboard to select Administration and select 'Conference Bridge'

    2. Select the user extension you wish to work with

    3. Goto Messages & Notification->Voicemail Greeting

    4. Click on Edit,you will then see the options custom/default in the dropdown.

    5. From the dropdown select Custom Audio or Text to Speech

    Voicemail

    Admin can activate/deactivate voicemail feature for a user under User Permissions

    Recording a custom voicemail greeting for a user

    1. Login to Unovon Dashboard to select administration and select users

    2. Select the user extension you wish to work with

    3. Goto Messages & Notification Voicemail greeting

    4. Click on Edit,you will then see the options custom/default in the dropdown

    5. From the dropdown select Custom audio or Text to speech

    This is where you can upload a recorded audio file from your computer. Select Browse and select the audio file from its location.
    Once you have chosen the file, click on Save. Alternately you can use text to speech to record custom voicemail greeting using a desired text.

    Note:You can upload an audio file up to size 5MB only (Mp3/Wav Format).

    Retrieving Voicemail Messages

    Please bear in mind that you can only store up to 100 voicemails before the voicemail box is full.To delete voicemails goto dashboard menu , select voicemails on the left side of the screen, and choose delete/delete all button.

    From an Auto Provisioned Desk Phone

    Press the Message button on the phone

    Enter your message box number followed by the # key

    Enter your password/PIN followed by the # key

    or

    Dial 117 on the desk phone dialpad

    Enter your message box number followed by the # key

    Enter your password/PIN followed by the # key

    From the Admin Dashboard

    Admins may organize and listen to voicemails of each user, selecting voicemails from the dashboard menu on the left side of the screen, and choosing the play audio button.

    Sending voicemail notifications and voicemail audio attachments to email of a user

    1. Goto Messages & Notification Settings

    2. Click on Edit , check/uncheck check box options.

    Call Block

    Call block allows you to block unwanted incoming calls from specific phone numbers.



    There are two options available 1) Block Specific Calls and 2) Block All Calls


    You can block specific phone numbers by choosing block Specific calls or you can block all numbers by choosing block all calls on a company number, extension or a group extension individually.



    1) Block Specific Calls


    You can block specific phone numbers on a company number,group extension or on a user extension individually.



    How to block specific phone numbers on a company number,group extension or user extension?

    Login to Unovon business admin dash board

    Go to Call Block on the left sidebar menu of the dash board

    Check if radio button is ON for Block Specific calls (by default it is ON)

    Select the Company,Group or Extension on which you want to block specific calls.

    To block on a comany number select Block Specific Calls under the drop down of Company and click on Add Number

    Enter the number and select the choice of Extension,Group or Company on which you want to block speific calls




    2) Block All Calls

    You can block calls from all phone numbers on a Company number,group extension or on a user extension individually.

    At the same time you can allow few phone numbers to receive calls.



    How to block all phone numbers on a company number,group extension or user extension?At the same time how to allow few numbers?

    Login to Unovon business admin dash board

    Go to Call Block on the left sidebar menu of the dash board

    Turn on the radio button for Block All Calls (by default it is OFF)

    Select the Company,Group or Extension on which you want to block all calls.

    To block on a comany number select Block All Calls under the drop down of company and click on Add Number

    To block on a comany number select Block All Calls under the drop down of company and click on Add Number