UCaaS Administrator (formerly ENA SmartVoice)

Overview

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

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

Business Group and Department Structure

Your entire system is a business group and each location or sub-group is defined as a department.

You may be a global administrator for the entire business group or you may be an administrator for your department.

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

Log in

1. Point your browser to https://my.ena.com/smartvoice-admin/
2. Enter your 10-digit phone number.
3. Enter your account password.
4. Click Login.
   Note

   The account password for your Administrator Portal is the same as, and is synced with, the account password for your User Portal and your UCaaS (if enabled). Changing your account password in any of those portals will change it across all.

Authenticating with myENA Account

Associating UCaaS with myENA Credentials

If you have a my.ENA.com username and password and are logged in, you can access the Administrator Portal from your dashboard. The first time you click on the UCaaS Admin icon, it will prompt you to enter your administrator number and account password. Your account password will be provided to you during deployment.

Once you complete these steps, you can open your Administrator Portal by clicking the UCaaS Admin icon in your myENA dashboard without being required to enter the phone number or account password again.

Logging into a Different UCaaS Administrator Account

If you would like to log in to a different administrator account than the one associated with your myENA account:

1. Click your myENA username from within your Administrator Portal.
2. Click Logout.
3. Enter the number and password of the administrator account you would like to log in to.
4. Click Login.
   

Search

You may filter your search by department with the Lines in Department drop-down. Use the Search for Lines text box to search for any value in a table. The in any field drop-down allows you to filter the search to a specific value

Home

When you log into your Administrator Portal, you see all your services. To access the settings for a service, click the icon on the Home page or the name of the service in the left sidebar.

Hunt Groups (MLHGs)

View and change the settings for any Multi-Line Hunt Group (MLHG) in your business group or department here. The Hunt Groups (MLHGs) page lists all of the Hunt Groups in the business group or selected department (not including those in sub-departments).

Multi-Line Hunt Groups are enabled by Voice Engineering a part of your UCaaS project or are ordered with your Account Service Manager (or CTAC).

On this screen, you are able to:

• Select one or more Hunt Groups and move the selected Hunt Group(s) between departments using the drop-down
• Click on a Hunt Group to access the group's configuration screen

On the configuration screen for an individual Hunt Group, you are able to:

• View details of Hunt Group Pilots
• Add or remove Hunt Group Members, or change the position of member lines within the group
• Change Settings, including:
  • Preferences
    • Change the name of the Hunt Group.
    • Allow new members to explicitly log in or log out of MLHG by default.
      
  • Hunt Settings
    • Change the Call Distribution Algorithm.
      Linear - Hunting starts with the first MLHG member and continues through the list until a non-busy line is found. It does not start again from the beginning of the list.
      Circular - Hunting starts with the first MLHG member and continues through the list until a non-busy line is found. When the end of the list is reached, hunting continues from the beginning of the list until a non-busy line is found.
      Uniform (round robin) - Hunting starts with the first number after the member that was selected by the previous hunt. When the end of the list is reached, hunting continues from the beginning of the list until it reaches the number it started with.
      Uniform (longest idle) - Hunting starts with the MLHG member that has been idle for the longest. The idle time for a member is calculated using the end time of any incoming or outgoing calls to or from the line, not just those allocated by hunting.
      Ring all - All hunt group member extensions ring simultaneously.
    • Apply hunting to direct-dial calls.
      Specifies if external calls directly to a line within the multi-line hunt group receive line-hunting treatment if the line is busy.
    • Deliver pilot information as the caller ID.
      Specifies if the pilot that was called should be delivered as the caller ID. This may be used to let hunt group members know the pilot number was called.
    • Set ring time for members.
      Determine the number of seconds to ring each member of the hunt group.
    • If a member does not answer, do not call again...
      If a hunt group member does not answer, you can set the number of seconds the system will wait before calling that member again.

Click Apply to save any changes you made to the MLHG.

Call Pickup Groups

Incoming calls to an extension that is a member of a Call Pickup Group can be answered by any other member of the Call Pickup Group, using either an Access code (*54) or a phone key configured as a Group Pickup.

Each call pickup group member needs to be able to hear all the other member phones ring and an extension may only be included in one Call Pickup Group.

Call Pickup Groups list all of the Call Pickup Groups in the business group. You may also filter the list by department.

From Call Pickup Groups, you are able to: 

• View all the currently configured Call Pickup Groups.
• Add or delete Call Pickup Groups.
• Click on a Call Pickup Group to access the configuration screen for that Call Pickup Group.

Click on a Call Pickup Group to:

• Add or remove lines from the Call Pickup Group.
• Access the configuration options for the member lines in the Call Pickup Group.

All Lines

From All Lines, you can view all the lines in your business group, run a report, generate a phone onboarding code, and perform other administrative tasks. 

The More Options iconprovides a drop-down with individual line settings. The available actions vary by the type of line.

Download All Lines Report

Click All Lines then Download All Lines to download a report that contains information on all the extensions in the business group. This CSV file includes the department (location), name, ten-digit number, and feature package for each extension.

If the Download All Lines button is missing, verify Lines in Department is set to View All and not filtered by department.

More Options Actions

More optionsvary by line type. They are described in detail for each line type in the corresponding sections below.

Users

Clicking Users filters All lines to show lines configured as phone extensions.

Reset Voicemail PIN

1. Click View individual settings in the More Optionsdrop-down for the line.
2. Click View Account Settings.
3. Click Change Voicemail PIN.
4. Enter the New Pin.
5. Enter the PIN again in Confirm new PIN.
6. Click Confirm to save.

Reset Password

1. Click View individual settings in the More Optionsdrop-down for the line.
2. Click View Account Settings.
3. Click Change Password.
4. Enter the New password.
5. Enter the new password again in the Confirm new password field.
6. Click Confirm to save.

Generate Phone Onboarding Code

1. Click Generate phone onboarding code in the More Optionsdrop-down for the line.
2. A pop-up will appear, asking you to confirm you wish to override the current onboarding code for the extension. Click OK.
3. The phone onboarding code and expiration date/time will be displayed. Use this code when provisioning your phone.

Change Name

Use this option instead of Reset Line if you simply want to change the name (e.g., a legal name change for the end user) and not reset voicemail.

You need to change how the name appears in the portal as well as how the name appears on the line's internal caller ID. And if your organization is utilizing voicemail to email, remember to update those settings as well.
Please note, this will not change the caller ID when dialing outside of your business group but only the caller ID when dialing extension to extension.

As Appears in the Portal

1. Click Edit personal details in the More Optionsdrop-down for the line.
2. Click in the Name field and enter the new name.
3. Click Save.

As Appears on the Internal Caller ID

1. Click View individual settings in the More Optionsdrop-down for the line.
2. Click Call Settings.
3. Enter the name you would like to appear in the caller ID in the If not withheld, signal my name as field under Call Settings.
4. Click Apply to save.

   

   Note

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

Assign Administrator Access to an Extension

1. Click Edit personal details in the More Optionsdrop-down for the line.
2. In the Admin drop-down, select the Business Group number to assign system-wide administrator privileges or select the Department (building) name to assign site-specific administrator privileges.
3. Click Save.

Reset Line - Change Name and Reset Voicemail

Reset Line will delete the current voicemail box (recorded name, password, and messages) and reset it to an uninitialized state. It also allows you to change the extension name as it appears in the portal with the internal caller ID.

Please note, this will not change the caller ID when calling outside of your business group but only the caller ID when dialing extension to extension. And if your organization is utilizing voicemail to email, remember to update those settings as well.

1. Click Reset Line in the More Optionsdrop-down for the line.
2. In the New account name field, type in the new name.
3. Click Apply.
4. Also use as local calling name (internal caller ID) is ticked by default. But uncheck if you'd like to leave caller ID as-is or change it separately.
5. Remove from Groups is ticked by default. If the line is currently included in any of your Groups, it will be removed unless you uncheck this box.
6. Click Apply.
7. Confirm changes.
8. New User Details display.
   1.  If your organization is utilizing the User Portal or UCaaS Mobile, share the Account Password with the new user.
      
   2. Please disregard the Voicemail PIN; a unique PIN will be created by the user during initialization.
   3. Call Services PIN is not used, please disregard.

Unlock Account

A user’s account will be locked after 5 unsuccessful attempts to log in to either voicemail or User/Admin Portals.

To unlock a user’s account, click More Optionsthen Unlock account.

Forward Voicemail to Email

1. Click View individual settings in the More Optionsdrop-down for the line.
2. Click Message Settings.
3. Tick the box to Forward messages as emails.
4. Click Add an email address.
5. Enter the email address to receive voicemail then click Add.
6. If you would like messages to remain on the phone in addition to receiving them to an email address, tick the box to Leave original in Inbox.
7. Click Apply to save the changes.

Adjust Ring Duration Before the Call Goes to Voicemail

1. Click View individual settings in the More Optionsdrop-down for the line.
2. Click Message Settings.
3. Enter the desired number of seconds in Incoming calls are forwarded to voicemail after __ seconds. Each ring is approximately four to five seconds.
4. Click Apply.

For an extension with an Executive service package:

1. Click View individual settings in the More Optionsdrop-down for the line.
2. Open Call Manager.
3. Enter the desired number of seconds in Send to voicemail after __ seconds. Each ring is approximately four to five seconds.
4. Click Apply.

Manage Call Handling to Extension (e.g., forward, create rules, etc.)

1. Click View individual settings in the More Optionsdrop-down for the line.
2. Click Go to Reach Me or Open Call Manager.
   Note

   Call handling options vary by feature package. See the User Portal Help Guide for detailed information.

Attendants

See the Premium Attendant Help Guide for details on how to setup and manage your Premium Attendant.

Clicking Attendants filters All lines to show lines configured as Premium Attendants.

View Attendant Settings

Click View Attendant Settings in the More Optionsdrop-down to open the Premium Attendant.

Edit Personal Details

Click Edit personal details in the More Optionsdrop-down for the attendant line to change the name and/or assign administrator privileges to it.

Unlock Account

An attendant account will be locked after 5 unsuccessful attempts to login to either voicemail or the User Portal.

To unlock the attendant account, click More Optionsto open the drop-down menu then click Unlock account.

Group Access

Clicking Group Access filters All lines to show lines configured as Hunt Group pilot lines.

View Line Settings

Click View line settings in the More Optionsdrop-down to open the Settings for a Hunt Group pilot line.

View Group Settings

Click View group settings in the More Optionsdrop-down to open the Settings for a MLHG.

Edit personal details

Click Edit personal details in the Actions drop-down to change the name and/or assign administrator privileges to it.

Unlock Account

The account is locked after entering the incorrect account password five times in the User portal for a Hunt Group pilot line, or entering the incorrect voicemail PIN five times when attempting to access the messaging center for the Hunt Group pilot line.

To unlock the account, click the More Optionsdrop-down and click Unlock account.

Phones

Click Phones to view all the phones in your business group or a specific department (location).

A question mark icon next to a phone indicates the phone is not currently able to be used. For example, the phone has not been authenticated.

Assign Phone to Department

1. Tick the box next to the phone you would like to assign to a department.
2. Select department from drop down.
3. Click Assign to Department.

Assign Phone to Line

1. Tick the box next to the phone you would like to assign.
2. In the Assign to Line field, Enter the number you're assigning to the phone.
3. Click Assign to Line.
4. Add Authenticate Until info. You may click on Allow authentication for an hour from now or set a date and time in the future (using drop-down and calendar) to allow yourself more time to install the phone.
5. Click OK

Remove Phone Line Assignment

1. Click anywhere in the phone information line or select Change phone from the More Optionsdrop-down.
2. Click check mark next to Assigned to Line? to clear it.
3. Click Apply.

Change Phone Description

1. Click anywhere in the phone information line or select Change phone from the More Optionsdrop-down.
2. Enter the new Description.
3. Click Apply.

Manage Phone Profiles

Each phone model shares a profile. The profile is the base configuration the phone will apply when it is initially provisioned or when the configuration updates. You can use manage your phone profiles to push a configuration change to all the phones that share that profile. You can do this for your entire business group or a specific department.

Manage Phone Profile for a Phone Model for your Entire Business Group or a Department

1. From the Phones in Department drop-down, select View All to edit a phone model for the entire organization or select a department to edit a phone model for one department.
2. Click manage your phone profiles.
3. Click on the phone model you would like to edit.
4. Configure the profile as you would an individual Poly or Yealink phone.
5. If you do not see a profile for the phone you would like to edit, create a new profile.

Create New Profile

If you do not see a profile for the phone model you would like to edit after clicking manage your phone profiles, click Create new profile and select the profile for the phone model you would like to add.

Configure Poly Phones

Programmable Keys-Line

1. In the Phones tab, select Configure phone from the phone's Actions menu.
2. Click Edit underneath the image of the phone.
3. Click anywhere in the Programmable Keys-Line bar to open the menu. Click the key you would like configure. Select the desired Soft key action, and enter the related information.
   
4. If you would like to lock a key configuration so it may only be changed through the Administrator Portal, click the lock icon and use the drop-down menu to change Writable By to Admin, then click Apply.
   
5. Update phone configuration.
   If Update phone(s) immediately when saving box is checked, the phone will reboot and update when you Save changes.Phone configurations are updated every evening, so if you do not update the phone immediately when saving, you will see the new settings the next day.
   You may also manually update the phone configuration through the phone menu.
   To manually push updates to a Poly phone:
   1. Press the Home button or Menu key.
   2. Press Settings.
   3. Press Basic.
   4. Press Update Configuration.

Add and Configure Sidecar

If the phone model is capable of having a sidecar added to it, you see an Add Sidecar button.

Connecting an expansion module disables pagination on the Poly Edge phones, so the first line on the connected expansion module is Line 13.

1. Click Add Sidecar.
2. Click on sidecar icon.
3. Click anywhere in the Sidecar bar to open the menu. Click the key you would like configure. Select the desired Soft key action, and enter the related information.
   
4. Update phone configuration.
   If Update phone(s) immediately when saving box is checked, the phone will reboot and update when you Save changes.
   Phone configurations are updated every evening, so if you do not update the phone immediately when saving, you will see the new settings the next day.
   You may also manually update the phone configuration through the phone menu.
   To manually push updates to a Poly phone:
   1. Press the Home button or Menu key.
   2. Press Settings.
   3. Press Basic.
   4. Press Update Configuration.

Programmable Line Key Options for Poly Phones

Programmable Keys-Bottom

Paging Groups

Your Poly phones may be configured to transmit and receive pages through the phone speakers. You may assign transmit and/or receive capability to individual phones for up to 25 groups.

A valid multi-cast IP address and port are pre-loaded.

Open a paging group to which you would like to subscribe the phone.

1. Enter the name of the paging group as you would like it to appear on the phone in the Description field.
2. Click Yes for Subscribed.
3. Click Yes in Transmission allowed if you would like to be able to broadcast pages to the group from the phone.
4. Click Yes in Receive Pages if you would pages to the group to broadcast through the phone's speakers.
5. Click Save Changes.
   

Export Phone Configurations

1. Click Export at the bottom of the phone configuration screen.
2. Click Export to confirm.
   

Import Phone Configurations

1. Click Import at the bottom of the phone configuration screen.
2. Select Keep current settings or Reset current settings.
   If you choose Keep current settings, the imported file will overwrite the current settings, however, settings that are not specified in the file will remain on the current phone. For example, if you have previously configured Line Key 4 as a speed dial, but the import file does not contain an update for Line Key 4, the current setting for Line Key 4 will remain. If the import file does contain an update for Line Key 4, the current speed dial will be overwritten with the new configuration.
   If you choose Reset current settings, all keys that do not contain a configuration update are reset to the default values. The default for Soft key action for line keys is None.
3. Click Import to confirm.
4. Browse to the .txt file to be imported, highlight it, and click Open.
5. Click OK when see success message.
6. Click Save changes.
   

Configure Yealink Phones

Programmable Keys-Line

1. In the Phones tab, select Configure phone from the phone's More Optionsdrop-down.
2. Click Edit underneath the image of the phone.
3. Click anywhere in the Programmable Keys-Line Key bar to open the menu. Click the key you would like configure. Select the desired Soft key action, and enter the related information.
   
4. If you would like to lock a key configuration so it may only be changed through the Administrator Portal, click the lock icon and use the drop-down menu to change Writable By to Admin, then click Apply.
   
5. Update phone configuration.
   If Update phone(s) immediately when saving box is checked, the phone will update when you Save changes.
6. Phone configurations are updated overnight, so if you do not update the phone immediately when saving, you will see the new settings the next day.
7. To manually push updates to a Yealink phone, reboot by disconnecting from power or selecting Settings, Basic, then Reboot on the phone Menu.

Add and Configure Sidecar

If the phone model is compatible with a sidecar (expansion module), you see an Add Sidecar button.

To Add and configure a sidecar:

1. Click Add Sidecar.
2. Click on sidecar icon.
3. Click anywhere in the Sidecar 1 bar to open the menu. Click the key you would like configure. Select the desired Soft key action, and enter the related information.
   
4. Update phone configuration.
   If the Update phone(s) immediately when saving box is checked, the phone will update when you Save changes. Phone configurations are updated overnight, so if you do not update the phone immediately when saving, you will see the new settings the next day.
   To manually push updates to a Yealink phone, reboot by disconnecting from power or selecting Settings, Basic, then Reboot on the phone Menu

Programmable Line Key Options for Yealink Phones

Programmable Keys-Soft Key

Paging Groups

You have 10 available Paging/Listening Groups to which your Yealink phones may be added as a listener and/or pager to transmit and receive pages through the phone speakers.

The Outgoing Page Codec is pre-loaded.

For each group for which you would like this phone to receive pages:

1. Open the Listening Group.
2. Enter a valid multicast IP Address.
   Note

   We strongly recommend using 224.0.1.116 as the multicast IP address. This will ensure all groups will integrate with Algo devices currently included in your paging solution or added in the future. This IP address may be used for all groups.
3. Enter a Port for this group.
   Note

   As a best practice, we recommend using port 10001 for Group 1, 10002 for Group 2, 10003 for Group 3, etc.
4. Click Save Changes.
   

For each group to which you would like this phone to be used to broadcast a page:

1. Open the Paging Group.
2. Enter a valid multicast IP Address.
   Note

   We strongly recommend using 224.0.2.10 as the multicast IP address. This will ensure all groups will integrate with Algo devices currently included in your paging solution or added in the future. This IP address may be used for all groups.
3. Enter a Port for this group.
   Note

   As a best practice, we recommend using port 10001 for Group 1, 10002 for group 2, 10003 for Group 3, etc.
4. Click Save Changes.
   

The last step is to configure an available key as either Paging List or Multicast Paging on the phones with broadcast permission which will be used to make a page.

When a key configured as Paging List is pressed, it brings up a list of available paging groups from which the user may choose.

A key configured as Multicast Paging will make a page to a specific group.

Export Phone Configurations

You may export the configuration settings of a phone (including sidecar) as a .txt file and import them to be applied to another phone.

1. Click Export at the bottom of the phone configuration screen.
2. Click Export to confirm.
   

Import Phone Configurations

1. Click Import at the bottom of the phone configuration screen.
2. Select Keep current settings or Reset current settings.
   If you choose Keep current settings, the imported file will overwrite the current settings, however, settings that are not specified in the file will remain on the current phone. For example, if you have previously configured Line Key 4 as a speed dial, but the import file does not contain an update for Line Key 4, the current setting for Line Key 4 will remain. If the import file does contain an update for Line Key 4, the current speed dial will be overwritten with the new configuration.
   If you choose Reset current settings, all keys that do not contain a configuration update are reset to the default values. The default for Soft key action for line keys is None.
3. Click Import to confirm.
4. Browse to the .txt file to be imported, highlight it, and click Open.
5. Click OK when see success message.
6. Click Save changes.

Add Business Group Extensions to Yealink Phone Directory

To add Business Group extensions to the directory on Yealink phones:

1. In the Phones tab, open the configuration tool for a phone or profile.
2. Open Features > CommPortal Phone Applications.
3. Enable the following:
   • CommPortal Phone Apps
   • Network Contacts
   • Contact Groups
   • Extension Groups
4. Open Features > Directory.
5. Set a priority for Network Contacts. Lists appear on the phone in order of priority.
6. Click Save changes.

Short Codes

Short codes function as business group or department speed dials. When you create short code, it may be used to dial a longer number.

Select Short Codes from the menu to:

• Move a selected Short Code to another department
• Select a Short Code and delete it
• Add a single Short Code or a range of Short Codes
• Click on an existing Short Code to launch a pop-up where they can edit it

Account Codes

You can require an Account Code to be entered before specific types of calls can be made. On the Account Codes screen, you can see which types of calls require an account code and a list of assigned account codes.

You can take the following actions on the Account Codes screen:

• Edit List of assigned account codes
• Specify call types that require account codes
• Choose whether or not to use validated account codes (so that subscribers must enter a specific code before making a call of a particular type)
• Set the account code length (1-15 characters)
• Set the maximum number of incorrect attempts to enter an account code before the account is blocked (1-100 attempts)
• Choose whether or not call types and Account Code length can be overridden on a per-line basis
• Choose whether account codes can be viewed and changed under individual lines

Call Analytics

You can download a CSV file containing the logs of all calls made (up to a month at a time) to and from lines within your whole business group, departments, and sub-departments. If you need a report that covers more than a month, simply run two separate reports that span the necessary dates.

Messaging on Hold

At deployment, all lines in your business group are mapped to the default Messaging On Hold resource.

You may map all lines in your business group or sub-departments to a different pre-loaded resource, or upload and map to your own recordings.

Please see Music or Messaging on Hold for a detailed Help Guide.

Security

Manage the password you need to manage Messaging On Hold using the telephone rather than the Administrator portal.

Mappings

Configure what Messaging On Hold resources callers will hear when on hold.

Resources

Business Group Administrators may upload new Messaging On Hold resources. Department System Administrators do not have access to this tab.

Misc Settings

Number Blocks

Click Number Blocks to view all of the telephone numbers in your business group or department.

External Calls

Click External Calls to view the settings for calls that are external to your business group or department.

Other Settings

Click Other Settings to view or adjust Restricted Subscriber Messaging, the Internal Operator Number, and whether you Use Internal Extensions rather than external directory numbers where possible.