ENA SmartVoice Administrator

Note: If you are looking for help content for the ENA SmartVoice Premium Attendant setup and management, click here.

Overview to your ENA SmartVoice Administrator Portal

Once ENA SmartVoice is deployed on your network, you have many options for customizing and managing your system.

Your ENA SmartVoice Administrator Portal is a web-based interface you may access at any time to adjust your system to address changing needs. The ENA Administrator Portal is intuitive and easy to use, and, of course, ENA support staff is here to help you at all times.

What is a feature package and how does it affect features available for different extensions?

Once ENA SmartVoice is deployed on your network, you have many options for customizing and managing your system.

During your initial system configuration, you will have identified a feature package to be assigned to each extension. Available features vary by package, so it is important to know what is available for each user as you assist them. In this guide, if a feature is only available in specific feature packages, we will note that. Here is a chart showing which features are available with each feature package.

Log in

  1. Point your browser to https://my.ena.com/smartvoice-admin/
  1. Enter your 10-digit phone number.
  2. Enter your account password.
  3. Click Login.
  4. Note: The account password for your Administrator Portal is the same as and is synced with the account password for your User Portal. Changing your account password in either portal will change it for both.

Business group and department structure

Each district or library system is set up as a Business Group and each location is defined as a Department.

You may be a global administrator for the entire Business Group.

You may be an administrator for your Department (site or building).

If you are a global administrator, you can use the drop down menu at the top to filter the view to a single department.

Unlock User Account After Unsuccessful Login Attempts

A user’s account will be locked after 5 unsuccessful attempts to login to either voicemail or the ENA SmartVoice User Portal.

To unlock a user’s account, click the arrow to open the Actions dropdown menu and click Unlock account.

Manage individual settings for a line

You can open the User Portal for all the lines for which you are an administrator and adjust the settings.

To open the User Portal for a line:

  • Click the Lines tab to see all the lines for which you are the administrator.
  • Click the arrow to open the Actions dropdown menu and click View individual settings.

Note: End-users may also open their user portal and manage the settings for their extension at https://my.ena.com/smartvoice-user.

Change a Name

Once you have accessed the Individual Settings for a user’s account:

  • Click Settings.
  • Click Account.
  • Under Personal Details, click edit.

  • Type the new name
  • Click Save

Note: It may take up to 24 hours for name changes to show in the caller ID.

Assign Administrator Privileges to a User

  1. Under Settings/Account, click Edit under Personal Details.
  2. Click the arrow next to the Admin field to open up the drop-down menu.
  3. Select the Business Group number to assign system-wide administrator privileges or the Department (building) name to assign site-specific administrator privileges.
  4. Click Save.

Reset a User’s Voicemail PIN

If a user forgets his or her voicemail PIN, you can assign them a new one under Settings/Account.

  1. Click Change next to Voicemail PIN.
  2. Enter new voicemail PIN.
  3. Click Confirm.

Reset a User’s Account Password

If a user forgets his or her Account Password, you can assign them a new one under Settings/Account.

  1. Click Change next to Account Password.
  2. Enter new Account Password.
  3. Click Confirm.

Note: A user’s account password and their voicemail PIN are not related in any way.

What is the Call Services PIN?

The Call Services PIN is not used in your ENA SmartVoice system and you may ignore it.

Adjust How Long a Phone Rings Before a Call Goes to Voicemail

Under Settings/Messages:

  1. Type in the number of seconds you would like the user’s phone to ring before it goes to voicemail.
  2. Click Apply.

Forward a User’s Voicemail to Email

Under Settings/Messages:

  1. Click Forward messages as emails.
  2. Click add an email address.
  3. Enter the email address to which you would like voicemails to be forwarded for the user.
  4. Click Apply.

Manage Call Forwarding for a User

You can make call forwarding changes on a user’s behalf under the Reach Me tab.

Modify a phone description or assign/remove a phone from a line

  • Click the Phones tab and the phone’s MAC address.
  • Adjust the settings as needed in the Change Phone tool.

Configure Phone Keys

You can program unused keys on the phones in your system under the Phones tab in the ENA SmartVoice Administrator portal.

Note: It is important to configure phone keys through either the ENA SmartVoice Administrator or User portal. While it is possible to configure keys locally on a Yealink phone, keys configured locally through the phone will be erased if a configuration update is made. In addition, keys configured through the phone are not visible to the ENA CTAC.

Programmable Key Options for Polycom Phones

Option

Available in Feature Package What it Does Notes
Directed Pickup Plus, Plus Mobile, Plus Office, Pro When target phone number receives an incoming call, able to press key to answer. Target phone number must be an ENA SmartVoice extension.
Enhanced Monitored Extension

Prime

Shows when the target ENA SmartVoice extension is in use.

Is a speed dial to that extension.

Is a one-touch blind transfer to that extension.

Limit to 4 per phone with Prime feature package.

The extension being monitored must be a part of your ENA SmartVoice system.

An Enhanced Monitored Extension key does not work as a speed dial key during a Consultative transfer.

Enhanced Monitored Extension Plus, Plus Mobile, Plus Office, Pro

All of the features available in the Prime package, plus the ability to press key to answer incoming call to target extension.

The extension being monitored must be a part of your ENA SmartVoice system.

An Enhanced Monitored Extension key does not work as a speed dial key during a Consultative transfer.

Enhanced Call Park Plus, Plus Mobile, Plus Office, Pro

One touch call park on the Call Park Orbit you specify when configuring the key.

Provides onscreen indicator of whether or not call has been retrieved.

 
Group Pickup Plus, Plus Mobile, Plus Office, Pro When any member of call group receives an incoming call, able to press Group Pickup key to answer. Your ENA SmartVoice System Administrator creates and manages call groups.
Line All Line from which calls may be placed and on which calls may be received.

Line 1 on a phone is almost always the extension for that phone.

Additional lines (e.g., Main) may be added (forked) to a phone.

Your ENA SmartVoice System Administrator may add or remove lines from your phone.

Park Call All One touch call park to the first available Call Park Orbit.

They system will notify you of the orbit on which the call is parked.

If you receive an error message of "No call park orbits available," please check with your ENA SmartVoice System Administrator to have them activated.

Retrieve Parked Call (Specified Orbit) All Retrieves a call parked on the Call Park Orbit you specify when you configure the key.  
Speed Dial All

Dials out to the number you specify in the Number field.

Speed dial numbers may be internal or external.

The speed dial key may be used in conjunction with the transfer key to complete a blind or consultative transfer.

One Touch Transfer All One touch blind transfer to target number.  
Voicemail All Performs the same function as the Voicemail soft key or button.  

Programmable Key Options for Yealink Phones

Option

Available in Feature Package What it Does Notes
Line All Line from which calls may be placed and on which calls may be received.

Line 1 on a phone is almost always the extension for that phone.

Additional lines (e.g., Main) may be added (forked) to a phone.

Your ENA SmartVoice System Administrator may add or remove lines from your phone.

Conference All Performs the same function as the Conference soft key available during an active call.  
Directed Pickup Plus, Plus Mobile, Plus Office, Pro When target phone number receives an incoming call, able to press key to answer. Target phone number must be an ENA SmartVoice extension.
Directory All Provides access to your phone's Directory both when you are on a call and when the phone is idle.  
DND All Performs the same function as the DND soft key.  
Enhanced Call Park Plus, Plus Mobile, Plus Office, Pro

One touch call park on the Call Park Orbit you specify when configuring the key.

Provides onscreen indicator of whether or not call has been retrieved.

 
Enhanced Monitor Extension Prime

Shows when the target ENA SmartVoice extension is in use.

Is a speed dial to that extension.

Is a one-touch blind transfer to that extension.

Limit to 4 per phone with Prime feature package.

The extension being monitored must be a part of your ENA SmartVoice system.

An Enhanced Monitored Extension key does not work as a speed dial key during a Consultative transfer.

Enhanced Monitor Extension Plus, Plus Mobile, Plus Office, Pro

All of the features available in the Prime package, plus the ability to press key to answer incoming call to target extension.

The extension being monitored must be a part of your ENA SmartVoice system.

An Enhanced Monitored Extension key does not work as a speed dial key during a Consultative transfer.

Forward All Toggles call forwarding to the number specified in the Number field on and off.

When call forwarding is on, see a yellow arrow at top of screen.

When call forwarding is on, press key again to stop forwarding.

Can be used as Day/Night key to forward calls to Premium Attendant.

Group Listening All Activates the Speakerphone and Handset/Headset mode at the same time. Enables you to to speak and listen through the handset/headset, while the others nearby can only listen through the speaker.
Group Pickup Plus, Plus Mobile, Plus Office, Pro When any member of call group receives an incoming call, able to press Group Pickup key to answer. Your ENA SmartVoice System Administrator creates and manages call groups.
Hold All Place an active call on hold or retrieve a held call.  
Intercom/PTT All

Places intercom call to extension specified in Number field.

If do not specify a number, may press key and enter number in your ENA SmartVoice system to which you would like to place an intercom call.

 
Multicast Paging All Broadcasts a page to a single paging group (e.g., All Call) you specify in the Port field. Your ENA SmartVoice System Administrator creates and manages paging groups.
Paging List All Brings up a list of paging groups to which you can broadcast from your phone.  
Park Call All One touch call park to the first available Call Park Orbit.

They system will notify you of the orbit on which the call is parked.

If you receive an error message of "No call park orbits available," please check with your ENA SmartVoice System Administrator to have them activated.

Private Call Hold All A call placed on Private Call Hold may only be retrieved from your phone, even if it is on a shared line.  
Retrieve Parked Call All Retrieves a call parked on the Call Park Orbit you specify when you configure the key.  
Speed Dial All

Dials out to the number you specify in the Number field.

Speed dial numbers may be internal or external.

The speed dial key may be used in conjunction with the transfer key to complete a blind or consultative transfer.

Transfer All One touch blind transfer to target number.  

Configure keys for a single phone

In the Phones tab, click the symbol to the right of a phone, then click Edit to open up the configuration tool.

  1. Click > next to the key want to program and select desired option from drop down menu.
  2. Add the required information to the fields.
  3. Click Save changes.

Configure Expansion Module (Sidecar) Keys

Once you have added an Expansion Module (Sidecar) to your phone, you follow the same steps you use to program keys on your phone and have the same options.

Add Expansion Module (Sidecar)

  1. Click Settings.
  2. Click Set keys.
  3. Click Edit.
  4. If do not see Sidecar, click Add Sidecar.
  5. Select expansion module.

Configure Expansion Module keys

  1. Click >to open the menu for key want to program and select desired option from drop down menu.
  2. 7. Add the required information to the fields.
  3. Click Save Changes.

Batch configure keys for all the phones in a profile (phone model)

You can batch configure all the phones of a given profile (phone model) in the Phones tab by clicking manage your phone profiles and clicking Edit on the model of the group of phones you would like to configure.

  1. Click > to open the menu for key want to program and select desired option from drop down menu.
  2. Add the required information to the fields.
  3. Click Save changes.

Push updates to keys and expansion module to phone

Phone configurations are updated every evening, so if you do not manually update a phone’s configuration, you will see the new settings the next day.

To manually push updates:

  1. Press the Home button or Menu key.
  2. Press Settings.
  3. Press Basic.
  4. Press Update Configuration.

Call Pick Up Groups

Call Pick Up Groups control which lines can be answered using the Group Call Pick Up feature.

Once you have created a Call Pick Up Group, a user can press *54 from any phone in the group to pick up any other ringing phone. You may also program an unused key to be a Group Call Pick Up.

Note: The Call Pickup Group feature is available on extensions with the Plus, PlusMobile, PlusOffice, and Pro feature packages.

Creating a call pick up group

Under the Call Pickup Groups tab, click Add Group.

Enter a name, then click Add.

Editing a call pick up group

Once you see your group appear on the list, click theicon to manage your group.

Click Add Lines.

Click the checkbox next to lines you would like to include in the group, then click Add Selected.

Managing Messaging On Hold

In addition to using the pre-loaded Messaging On Hold resources, you can upload your own Messaging/Music files.

These can be used to promote different programs/activities going on within your organization, announce schedules, etc.

You can use different Messaging/Music files for each department (site) or even numbers within a department.

Accessing Call Logs

Administrators can pull call detail records from the Call Logs tab.

You can pull records for the entire organization or a specific department (site).

You can pull records for a up to 30 day block of time. (Not limited to the most recent 30 days.)

Data is output as a .csv file.

You can sort/search for a specific number, date, or time period.

Managing Main Number Call Flow

Ring During Open Hours and Automatically Forward to AA After Hours

Note: This option requires the main number be assigned an ENA SmartVoice Pro feature package

Open Settings for Main Number

From your ENA SmartVoice Administrator Portal, click View individual settings for the main number.

Create a schedule

  1. Click Weekly Schedule.
  2. If you see the option to choose A blank schedule, do so. If you do not see that option, go to the next step.
  3. Click Add New Period.
  4. Type in a name for the schedule period. In this example, we'll create an Open schedule period.
  5. Click OK.
  6. With that schedule period highlighted, use your mouse to click and drag to select the times you want to include in this period. In this example, Open will be from 7:45 am to 4:15 M-F and all day Saturday and Sunday.
  7. Note: Click Zoom In to see the schedule broken up into 15 minutes increments.

  8. Click Apply.

Create a rule

  1. Click Rules.
  2. Click an example set of rules.
  3. Click Add New Set of Rules.
  4. Type in a name for the rule. In this example, we'll create a Forward to AA rule.
  5. Click OK.
  6. Click Apply.
  7. With that rule highlighted, click Edit.
  8. Click forward to and enter the AA extension.
  9. Click Finish.
  10. Click Apply.

Activate time of day/time of week call handling

  1. Click Summary.
  2. Click Handle depending on the time or day.
  3. Select the rule to be applied for each schedule period. In this example, we will use Normal during Open. We will use Forward to AA at all other times.
  4. Click Apply.