HOWTO Online Self Care (OSC)



Online Self Care is an extension administration interface used by the extension owner.


Online Self Care can be accessed:


1. Via gloCOM/Communicator





2. Via Browser


To log in to OSC via browser, open the system IP in your browser (e.g. 192.151.2.3).








  • Email:

The email address assigned to the extension.

(ex. The provided email address is used as a username for logging into Online Self Care (e.g. email@example.com))

([a-z] [0-9] [@_.-])

  • Password:

User password assigned to extension.

(ex. This field accepts extension password (e.g.Sl0-AEe2sdo))

([a-z] [0-9] [@_.-])



1. Dashboard



After logging into the OSC, on Dashboard user can see the following:


1. Voicemail – how many voicemail messages the user has.

2. Today’s calls :

  • Total – Total number of calls for today

  • Answered – Answered number of calls today

  • Talk time – Amount of talked time today.



3. Call forwarding – If call forwarding is set on the Enhanced services for extension, it will be shown in this section.


4. Do not disturb – If ‘Do not disturb’ is enabled on Enhanced services for extension, it will be shown in this section.






5. Devices online – Shows number of Devices where extension is registered and also what Devices are in question, as well as the IP address of the registered devices.






2. My Details


The user can manage his email account, password and PIN associated with his extension.


  • E-mail:

The E-mail address associated with the extension. This address is used for various system notifications and for users logging into Self Care(ex. To login to Self Care, type this email address into the 'E-mail' field)

([a-z] [0-9] [@._-])


  • Password:

User password assigned to the extension.

(ex. This field accepts extension password (e.g.Sl0-AEe2sdo))

([a-z] [0-9] [@_.-])


  • PIN(Personal Identification Number):

Four-digit password used for accessing voicemail and other additional PBXware services.








3. Voicemail


The user can manage voice messages left on his extension from this location.




  • Msg:

Voicemail message identification number

(ex. 0000)

(Display)

  • Caller:

Identifies the user who has left the message by his name and extension number

(ex. "BobReilly" <5000>)

(Display)

  • Date:

Time/Date that a voicemail was received in the inbox

(ex. 13 Apr 2006 15:12)

(Display)

  • Duration:

Time duration of the voice message

(ex. 00:18)

(Display)




Settings for Voicemail can be set under ‘Voicemail Features’ section.






  • Send E-mail

Whether or not to send an e-mail to the address given above

(E.g. Yes, No, Not Set)

(Option buttons)

  • Carbon Copy E-mails

Add additional E-mail addresses to which you want voice inbox to be associated.

(Select box)

  • Pager e-mail

Pager e-mail address associated with the voice box.

(E.g. When A calls B and leaves a voice message, B will get a pager email notification about a new voice message on this email address).

([a-z] [0-9] [@._-])

  • Greeting message

Greeting message played to users upon entering the voice box.

(E.g. When A gets to B's voice box, the selected 'Greeting message' is played to A before he is allowed to leave a message).

(Select box)

  • Unavailable/Busy message

Upload a sound file that will be played when the extension is unavailable/busy.

(Button)

  • Reset Busy message

If greeting message is set to busy you have the option to reset the busy message.

(E.g. Yes, No, Not Set)

(Option buttons)

  • Skip Instructions

Skip the instructions on how to leave a voice message.

(E.g. Once user A reaches the dialled voice box, if this option is set to 'Yes', A will hear the 'Greeting message', and then be transferred directly to the 'beep' sound).

(Option buttons)

  • Skip PIN Prompt

Enter your voicemail options faster. Setting this option to Yes will skip the PIN entry when dialling *123 (*124 should work as before with the PIN.

(Option buttons)

  • Attach

Send the voice message as an attachment to the user's email.

(E.g. Once B gets the new voice message, if this option is set to 'Yes', the message sound file will be attached to the new voicemail notification email).

(Option buttons)

  • Delete After E-mailing:

Delete the voice message after sending it as an attachment to the user's email.

(E.g. Once B gets the new voice message, if this option is set to 'Yes', the message will be deleted from the voice box after it has been emailed to B.)

(Option buttons)

  • Say Caller ID

Announce the extension number from which the voice message has been recorded.

(E.g. If this option is set to 'Yes', when checking voicemail, the 'From phone number {$NUMBER}' message will be heard).

(Option buttons)

  • Allow Review mode

Allow B to review the voice message before committing it permanently to A's voice box.

E.g. B leaves a message on A's voice box, but instead of hanging up, he presses '#'. Three options are offered to B:

Press 1 to accept this recording

Press 2 to listen to it

Press 3 to re-record your message

(Option buttons)

  • Allow Operator

Allow the user to reach an operator from within the voice box.

E.g. B leaves a message on A's voice box, but instead of hanging up, B presses '#'.

'Press 0 to reach an operator' message played (Once '0' is pressed, the user is offered the following options):

Press 1 to accept this recording (If selected, 'Your message has been saved. Please hold while I try that extension' is played and operator is dialled)

Or continue to hold (If B holds for a moment, 'Message deleted. Please hold while I try that extension' is played and operator is dialled)

(Option buttons)

  • Operator Extension

Local extension number that acts as an operator.

(E.g. If A's voice box has an option 'Allow Operator' set to 'Yes', all users dialling '#0' inside the voice box will reach this operator extension).

([0-9])

  • Play Envelope message

Announces the Date/Time and the Extension number from which the message was recorded.

(E.g. Once the voice box is checked for new messages, if this option is set to 'Yes', 'Received at {$DATE} from phone number {$NUMBER}' will be played, giving more details about the message originator).

(Option buttons)

  • Hide from directory

This option will allow you to hide your extension from the Directory/BLF list.

(E.g. Yes, No, Not Set)

(Option buttons)

  • Rings to answer

Number of rings before Voicemail answers the call

(E.g. 5)

([0-9])

  • Voicemail Delay (sec)

How long to pause in seconds before asking the user for PIN/Password.

(E.g. Some UADs/Phones have a tendency to garble the beginning of sound files. Therefore, the user checking the voice box, when asked for a password, would hear '...sword' instead of 'Password'. Setting this field to 1-2 seconds will provide a long enough gap to fix this anomaly).

([0-9])

  • Timezone:

Sets the correct date/time stamp.

NOTE: Time zones are taken from '/usr/share/zoneinfo' system directory

(E.g. By setting the correct time zone, the user would always be notified of the exact date/time voice message was left on their box. Set the correct time zone if the user is located in a different time zone than PBXware MT).

(Select box)







On selected voicemail message following actions can be performed:



1. Move to another folder


Moves the content into a different voice mailbox location/directory

(ex. Select the box next to a voice message, set the destination folder in the Select box and click this button to move the voice message to a new destination/folder)

(Command Button)







2. Forward to another extension


Forward the voice message to another network extension inbox

(ex. Select the box next to a voice message and click this button. When prompted for an extension, type '1005', for example, and the selected voice message will be transferred to the voice inbox of the network extension 1005)

(Command Button)








3. Listen


Downloads/Plays the voice message

(ex. Select the box next to a voice message and click this button to download the message on the Desktop or to play it in your media player (depending on the option selected in the popup window))

(Command Button)








4. Download






5. Delete


Deletes the voice message from the inbox

(ex. Select the box next to a voice message and click this button to permanently delete the voice message from the inbox)

(Command Button)





4. Services


On Enhanced Services for Extension (Extension → Edit → Enhanced Services), a user can add a certain service to the OSC by putting the star next to the Enhanced Service.










Enanced Serviced: Enhanced Services



A user can edit and enable/disable Enhanced Services for that Extension.



5. CDR


CDR (Call Detail Records) for all placed or received calls on the system. In addition to normal operation, an authorized user is able to perform additional actions such as extensive search, listen to recorded calls, call any destinations listed and access advanced features.



  • From:

Extension number the call was made from

(ex. If the call was made from extension 1001 to extension 1004, '1001' is displayed here).

(Display)

  • To:

Extension number the call was made to

(ex. If the call was made from extension 1001 to extension 1004, '1004' is displayed here).

(Display)

  • Date/Time:

Date and Time when the call was made

(ex. 04 Oct 2006 10:44:10)

(Display)

  • Duration:

Call duration time in hh:mm:ss format

(ex. 00:12:45)

(Display)

  • Billing:

Time billed by the system

(ex. 00:12:45)

(Display)

Cost:

Total cost of the call calculated through a service plan

(ex. 0.71)

(Display)

  • Status:

Displays the call status

Example:

Depending on whether a call was answered or not, this field value may have the following content:

•Answered

•Not Answered

•Busy

•Error



6. Central Phone Book




Central Phone Book set on Extension Level represents a Personal Phone Book.

Navigate to Extension → Advanced → General → Central Phone Book






Contacts added in this Central Phone Book are visible only to the Extension where this is

set.


To enable Central Phone Book Directory on a Tenant Level in the Online Self Care for

Extension navigate to Master Tenant → Settings → Tenant → General Settings →

Show Directory in OSC – Yes.





Central Phone Book in OSC: Central Phone Book




7. Meetings



Meetings in OSC: Meetings



Online Self Care and Service Plan 


OSC in Service Plan is located on: Master Tenant → Home → Service Plan → Your Service Plan → Online Self Care.


This option enables users to choose which options will be shown in Online Self Care of extensions to which this Service plan is applied to.








Online Self Care

  • Show voicemail

Whether to show the voicemail option in OSC of extensions covered by this Service Plan.

(Check box)

  • Show Enhanced Services

Whether to show Enhanced Services in OSC of extensions covered by this Service Plan.

(Check box)

  • Show destination permissions

Whether to show allowed destinations in OSC of extensions covered by this Service Plan.

(Check box)

  • Show Personal Phone Book

Whether to show Personal Phone Book in OSC of extensions covered by this Service Plan.





Show Call Rating Cost in OSC:

Users can choose to have a call rating displayed for their extension in the Online Self Care window.

(E.g. Yes/No/Not Set)

(Option buttons)


This option can be found on the following path: Extensions → Edit → Advanced → Call Rating → Show Call Rating Cost in OSC.


If this option is enabled, next to all other options in OSC, ‘Amount spent’ will be shown as well.





Options on Master Tenant for OSC: 


1. Default domain for OSC login:

Default domain used for Online Self Care login.

(E.g. http://pbx.domain.com/)

([a-z][0-9])


2.Show Directory in OSC:

Whether to show the Directory in Online Self Care. Extensions visible in the Directory will be the ones that have the "Show in Directory" option set to "Yes".

(Option buttons)





3. Hide CallerID in OSC:

Whether to hide Caller ID Enhanced Service in Online Self Care. Set this option to Yes if you want to prevent users from changing their Caller IDs.

(Option buttons)





NOTE: (2) and (3) are available on Slave Tenants as well and if set on Slave Tenant they are applied only on that Tenant.