UCaaS User Portal (formerly ENA SmartVoice)

Your UCaaS User Portal is a web-based interface you may access at any time to both customize your phone setup to best meet your needs, as well as manage calls and voicemails.

What is a Feature Package and How Does It Affect My UCaaS User Portal?

Each phone extension is assigned a feature package as specified by your UCaaS System Administrator. The UCaaS User Portal interface varies slightly from feature package to feature package.

Log In

1. Point your web browser to the User Portal
2. Enter your 10-digit phone number.
   Note

   If you have an extension-only number, your full 10-digit number will be a customer prefix followed by your extension. If you do not know your customer prefix, check with your system administrator.
3. Enter your default password.
   Note

   Your system administrator will provide you with your default account password. Your account password is not related in any way to your voicemail PIN.
4. Click Login.

Change Password

1. Once logged in, scroll down to bottom of window.
2. Click Change Password.
3. Enter Current password.
4. Enter New password and enter again to Confirm new password.
5. Click Confirm.
6. Click OK.

Make Call

You can initiate a call from your UCaaS User Portal. When you do this, the system rings your phone first and places the call to the recipient once you answer and are on the line.

1. Click Make Call.
2. Select a number from the extensions in your Business Group or from Contacts, or manually enter an external number.
3. Click Dial.
4. Your phone will ring. Pick up the handset or press Answer or the speaker button. This initiates the call to the recipient.
   Note

   If your extension is assigned an Executive or Pro feature package, you may initiate a call from another phone. The caller ID will show as your UCaaS extension.

Home

Phone status: Executive and Pro

Summary

When I Receive a Call: Ring my phone

This is the default setting. When selected, calls to your number or extension will ring your phone.

When calls are set to ring your phone, you may set Additional options for calls you don't answer or calls that come in while you are in a call. You may also record or upload a custom ringback tone.

When I Receive a Call: Forward to

Select a number from the drop-down menu or enter a new number to forward all calls immediately.

When I Receive a Call: Send to voicemail

Click the radio button to send all calls to voicemail.

When I Receive a Call: Use rules

Select a set of previously created rules from the drop down to apply them to incoming calls.

When I Receive a Call: Handle depending on the time or day

Apply different call handling rules to different schedule periods.

Rules

Use Sets of Rules for advanced handling of incoming calls.

Add New Set of Rules

Add New Rule to Set

Once you create a Set of Rules you may Add New Rules to that set to handle incoming calls differently for specific callers.

Weekly Schedule

You may apply different call handling rules to different schedule periods. For example, you may create an "Office Hours" schedule period, where calls ring your Account phone for 10 seconds, another phone for 10 seconds, then roll to voicemail if you do not answer. And you may apply a rule to forward calls directly to voicemail during all other times.

Special Days

You my set dates that are exceptions to your normal weekly schedule and apply a different Set of Rules to those days (e.g., holidays).

Phone Status: Enhanced and Plus

You view and configure settings for your incoming calls from the Phone Status screen.

Available for Calls

Available for Calls is your default status.

Do Not Disturb

When Do Not Disturb is enabled, all calls except for those from priority callers will go directly to voicemail. You toggle between Available for Calls and Do Not Disturb using the drop-down.

Allow priority callers

To specify numbers which will ring according to your incoming calls settings even when Do Not Disturb is enabled:

1. Select Allow priority callers to ring when in Do Not Disturb.
2. Click Apply.
   

To add a number to your priority callers list:

1. Click priority callers.
2. Enter a number in List or select from Contacts or Extensions.
3. Click Add New.
4. Click OK.
5. Click Apply.

To remove a number from your priority callers list:

1. Click priority callers.
2. Click X next to number you would like to remove.
3. Click OK.
4. Click Apply.
   

Incoming call settings

Use the drop-down to select how you want incoming calls to be handled.

• Ring your Account Phone
• Ring your phones in order

Click + in your phone list and add numbers you would like to ring when your receive an incoming call. Click on a step in the sequence to adjust how long each phone will ring or delete the step. You may also use the slider to adjust how long each phone rings in each step.

• Ring your phones together

Click + in your phone list to select or add numbers you would like to ring when your receive an incoming call.

Roll your mouse over a number in the list and click X to delete.

• Forward to another phone

If you have no numbers in your Forwarding Number list, add the number when prompted. If you have numbers in your Forwarding Number list, click on the current forwarded to number to select or add a different number.

If there is no answer

If you would like calls to ring another phone if you do not answer, select or add the number you would like to ring, and specify how many seconds you want your phone to ring before being forwarded.

If you would like calls to go to voicemail if you do not answer, specify how many seconds you want your phone to ring before going to voicemail.

If your phone is busy

If you would like calls to ring another phone if your account phone is busy, select or add the number to to which you would like incoming calls to be forwarded.

If you would like calls to got go to voicemail if you do not answer, specify how many seconds you want your phone to ring before going to voicemail.

Advanced Settings

You toggle Advanced Settings on an off by clicking on them. When a setting is disabled, the icon box is grayed out. When it is enabled the frame around the icon is solid.

Forward Selected

Use this setting if you would like calls from selected numbers to be handled differently than other incoming calls.

Reject Selected

Callers from the rejection list will be rejected without going to voicemail.

Forward if Unavailable

Forward calls if your phone is not available (e.g., disconnected from network, lost power) to take incoming calls.

Anonymous Callers

Calls from anonymous callers will be rejected without going to voicemail.

Phone Status: Essential and Prime

Summary

In the Summary area you see your current incoming call settings.

Forwarding

Forwarding Destinations

Save common forwarding destinations to use when you configure call forwarding.

1. Click Forwarding Destinations under Forwarding.
2. Under New Destination, enter name in Destination and Number.
3. Click Add.
4. Click Apply.

The Destination is now available in your call forwarding settings.

Immediately

To immediately forward calls from your extension to another extension:

1. Click Immediately under Forwarding.
2. Click Forward calls immediately.
3. Enter the number to which you would like to forward calls, or, if you have created Forwarding Destinations, select a destination from the Forward calls to drop-down, or select Other and manually enter a number.
   Note

   Ring my phone once when a call is forwarded is not supported for UCaaS endpoints.
4. Click Apply.

Busy/No Answer

If would like to use the same settings for Forward calls when no answer and Forward calls when busy, select Use same call forwarding configuration for both services.

Busy/No Answer: Forward calls if you do not answer:

1. Under Forwarding, click Forward calls if you do not answer.
2. Enter the number to which you would like to forward calls, or, if you have created Forwarding Destinations, select a destination from the Forward calls to drop-down, or select Other and manually enter a number.
3. Enter the number of seconds you would like the phone to ring before being forwarded.
4. Click Apply.
   

Busy/No Answer: Forward calls when busy:

1. Under Forwarding, click Forward calls when busy.
2. Enter the number to which you would like to forward calls, or, if you have created Forwarding Destinations, select a destination from the Forward calls to drop-down, or select Other and manually enter a number.
3. Click Apply.
   

Unavailable

1. Under Forwarding, click Unavailable.
2. Under Forwarding, click Selected Callers.
3. Click Forward calls if your phone is unavailable (e.g., it is unplugged or loses power).
4. Enter the number to which you would like to forward calls, or, if you have created Forwarding Destinations, select a destination from the Forward calls to drop-down, or select Other and manually enter a number.
5. Click Apply.
   

Selected Callers

You can specify that only calls from specific numbers are forwarded.

1. Under Forwarding, click Selected Callers.
2. Click Forward calls immediately if they are from selected callers.
3. Click Edit List and enter numbers you would like to have forwarded, and click OK.
4. Under Options, enter the number to which you would like to forward calls, or, if you have created Forwarding Destinations, select a destination from the Forward calls to drop-down, or select Other and manually enter a number.
   Note

   Ring my phone once when a call is forwarded is not supported for VoIP endpoints.
5. Click Apply.
   

Screening

Selective Rejection

You can reject calls from numbers you specify.

1. Under Screening, click Selective Rejection.
2. Click Reject calls if they are from selected callers.
3. Click Edit List and enter numbers you would like to reject.
4. Click Add New.
5. Click OK.
6. Click Apply.
   

Anonymous Rejection

To reject calls from anonymous callers:

1. Under Screening, click Anonymous Rejection.
2. Click Reject calls if they are from anonymous callers.
3. Click Apply.
   

Your Services

Groups

If your Account phone is included in a Call Pickup Group, or Multi-Line Hunt Group, you see a Groups icon on your home screen. Click here to see a listing of Multi-Line Hunt Groups or Call Pickup Groups of which you are a member.

Call Settings

General

If a Business Group operator number is created for your business group, you see it here. When you use a System, System with name, or System with number voicemail greeting, callers are given the option to press 0 to ring this extension prior to leaving a voicemail.

You also control how caller ID is handled for calls you make and for incoming calls. As well as whether contact names appear on screen when dialing.

Call Blocking

Check call types you would like to block.

Message Settings

General

Set how long phone rings before calls forwarded to voicemail

1. Enter the desired number of seconds in Incoming calls are forwarded to voicemail after ___ seconds.
2. Click Apply.
   

Forward messages as emails

To forward your voicemail messages to one or more email addresses:

1. Click Forward messages as emails.
2. Add the desired email addresses.
3. Check or uncheck Leave original in Inbox. If checked, voicemails will be forwarded to email and remain in the voicemail box on your phone or in portal Messages and Calls tab. If unchecked, voicemails are forwarded to email and do not remain in the voicemail box on your phone or in portal Messages and Calls tab.
4. Click Apply.
   

Mailbox Access

Fast Login

When checked, you do not have to enter your phone number after pressing the Messages key on your phone.

Auto-play voicemail

When checked, once you enter your voicemail PIN, messages play without your being required to select "Listen to your messages" from menu. When unchecked, you select "Listen to your messages" from menu to hear messages.

Voicemail playback

Specify whether you would like to hear one of the following when playing back a voicemail message:

• Details and Message
• Message only
• Details only

Voicemail Greeting

Select greeting type

Select your desired voicemail greeting type from the drop-down, and click Apply. Greeting types include:

• Extended absence
  Callers hear a temporary greeting you record and use in place of your personal greeting. You can record and use your Extended Absence greeting without needing to record over your main personal greeting.
  When your Extended Absence greeting is turned on, you can toggle the Allow callers to leave a message option on or off under more options.
• Personal
• System with name
  Callers hear name you recorded when set up voicemail followed by system generated prompt to leave a message.
• System with number
  Callers hear system recorded message, "Telephone number (your extension) can't take your call now," followed by system generated prompt to leave a message.
• System
  Callers hear system recorded message, "The person you have dialed can't take your call now," followed by system generated prompt to leave a message.

Record name and greetings from portal

To record your name, personal greeting, and extended absence greeting in the User Portal.

1. Select greeting type you would like to record.
2. If you have not yet recorded a greeting or your name to be used with System with name, click record. If you have previously recorded a greeting or name and would like to re-record, click edit.
3. If prompted to allow site to Use your microphone, click Allow.
4. Click red record button and record name or greeting.
5. Click Save.

Upload a pre-recorded greeting

1. Select greeting type for which you would like to upload a recording.
2. If you have not yet recorded name or greeting, click record. If you have, click edit.
3. Click Upload Greeting.
4. Click Choose file and browse to file you would like to upload.
5. Select file and click Open.
6. Click Upload.
7. Click Save.
   

Use different greeting within my business group

If you would like callers from within your business group to hear a different greeting than callers from outside your business group:

1. Click Use different greeting within my business group under more options.
2. If you have not yet recorded name or greeting, click record. If you have, click edit.
3. Record or upload business group greeting.
4. Click Save.
   

Notifications

The notifications tab allows you to configure the different kinds of notifications you can use with your messaging service.

Message Waiting Indicator

By default, your message waiting indicator (red LED on phone and/or onscreen icon) notifies you when any message is left in your extension's voicemail box. You may adjust this setting so the message waiting indicator notifies you only when an urgent voicemail message is left in your extension's voicemail box.

Email

If you would like to receive a notification via email when either an urgent or any message is left in your voicemail box:

1. Click Send email notification of incoming messages to the following addresses.
2. Click New Entry.
3. Type in email address.
4. Click Add.
5. Click Urgent Voicemail or All Voicemail.
6. Click Apply.
   Note

   This is simply a notification that a message has been received. It is not a copy of the actual voicemail message.

Outdial

You can configure your UCaaS service to call you whenever you receive a new voicemail. You can choose which types of messages you would like to be notified about. Click schedule to specify the hours you would like to receive the notifications.

Override

You may configure your UCaaS service to notify you differently during a specific period (e.g., vacation).

Reminders

To create reminders to be sent to your phone:

1. Click Reminders on the Home screen.
2. Click Enable reminder calls for this line.
3. Click New Reminder.
4. Enter a Description.
5. Select time and frequency.
6. Record or upload a reminder.
7. Click Save.
8. Click Apply.
   

Messages and Calls

Messages

You can access and manage voicemails in your Account Number inbox in the Messages tab under Messages and Calls.

To listen to a message, press .

To delete a message, press .

Open the Actions drop-down for a message to:

• Reply
• Mark as heard
• Forward as Email
• Forward as Voicemail to another number in your business group.

You can also click on the caller's number to initiate a call to that number from your User Portal.

Call and Deleted Voicemail Lists

To review your Missed, Dialed, and Received calls lists, or your Deleted voicemails, click on the corresponding tab.

You click on a caller's number in any list to initiate a call back from your User Portal.

Contacts

Contact List

Click Contact List to manage your contacts.

Speed Dials

Create a one or two digit code to speed dial to different telephone numbers. One digit codes can range from 2-9. Two digit codes can range from 20-49.

Extensions

This is a searchable list of all the extensions in your Business Group.

You click on a caller's number in any list to initiate a call back from your User Portal.

Short Codes

Short codes are speed dials which may be set up to be used from all the phones at a site or all the phones within your Business Group. Short codes are created and managed by your system administrator. If your system administrator has created short codes for your site or business group, you see them here.

Devices

To configure the available line keys and other settings on your phone:

1. Click Devices on the bottom of your User Portal screen.
2. Click set keys.
3. Click Edit.
   

Configure Poly Phones

Programmable Keys-Line

1. 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.
2. Click Save changes.
   
3. 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

Adjusting transfer preferences

You adjust transfer preference settings under User > Custom Preferences.

Display Blind Transfer Button

When set to Yes, you see an onscreen blind transfer soft key when you are on an active call.

Display Voicemail Transfer Button

If you would like to see a VMxfer soft key when you are on an active call, select the corresponding extension type for your Business Group: 4 Digit Extension or 5 or 6 Digit Extension.

Add and configure sidecar

If the phone model is capable of adding a sidecar (aka 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 bar to open the menu. Click the key you would like configure. Select the desired Soft key action, and enter the related information.
4. Click Save changes.

 If the 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.

Configure Yealink Phones

Programmable Keys-Soft Key

Programmable Keys-Line Key

1. 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.
2. Click Save Changes

If Update phone(s) immediately when saving box is checked, the phone will update when you Save changes. Otherwise the changes will appear the next day.

Programmable Line Key Options for Yealink Phones

Add and configure sidecar

If the phone model is capable of adding a sidecar (aka expansion module), you will 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 bar to open the menu. Click the key you would like configure. Select the desired Soft key action, and enter the related information.
4. Click Save changes.  

If the Update phone(s) immediately when saving box is checked, the phone will 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. 

Change Password

1. Once logged in, scroll down to bottom of window.
2. Click Change Password.
3. Enter Current password.
4. Enter New password and enter again to Confirm new password.
5. Click Confirm.
6. Click OK.
   

Change Call Services PIN

You use your Call Services PIN when using Remote Access to Call Forwarding to enable or disable call forwarding on your phone from a remote location.

1. Once logged in, scroll down to bottom of window.
2. Click Change Call Service PIN.
3. Enter New PIN.
4. Click Confirm.
5. Click OK.
   

Change Voicemail PIN

1. Once logged in, scroll down to bottom of window.
2. Click Change Voicemail PIN.
3. Enter Current PIN.
4. Enter New PIN and enter again to Confirm new PIN.
5. Click Confirm.
6. Click OK.