ENA SmartVoice Administrator

Overview

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 SmartVoice Administrator Portal is intuitive and easy to use, and, of course, ENA support staff is here to help you at all times.

Business Group and Department Structure

Your entire system is 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. Changing your account password in either portal will change it for both.

Authenticating With my.ena.com Account

Associating ENA SmartVoice With my.ena.com Credentials

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

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

Logging into a Different ENA SmartVoice Administrator Account

If you would like to log in to a different ENA SmartVoice administrator account than the one associated with your my.ena.com account:

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

Search

You may filter your search results by department with the in Department drop-down. Use the Search for text box to search for any value in a table. Use the drop-down on the right of the Search for field to filter the search to a specific value.

Home

When you log into your ENA SmartVoice 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 Groups (MLHGs) 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).

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
    • The name of the Hunt Group
    • Whether new members can explicitly log in or log out of it by default
      
  • Hunt Settings
    • 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.

Call Pickup Groups

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

The Call Pickup Groups page lists all of the Call Pickup Groups in the business group. You may also filter the list on the screen by department.

On the Call Pickup Groups screen, 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

Download All Lines

Click All Users then click the Download all Lines button to download a CSV file which contains information about all the lines in the business group. This CSV file contains the department, name, directory number, and feature package for each line.

The options available in the Actions drop-down, vary 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 to individual users.

Reset Voicemail PIN

1. Click View individual settings in the Actions drop-down for the line.
2. Click View Account Settings.
3. Click Change Voicemail PIN.
4. Enter the New Pin.
5. Click Confirm.

Reset Password

1. Click View individual settings in the Actions drop-down for the line.
2. Click View Account Settings.
3. Click Change Password.
4. Enter the New password.
5. Click Confirm.

Change Name

You need to change both how the name appears in the portal as well as how the name appears on the line's caller ID.

As Appears in the Portal

1. Click Edit personal details in the Actions drop-down for the line.
2. Enter the new name.
3. Click Save.

As Appears in Caller ID

1. Click View individual settings in the Actions drop-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.
   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 Actions drop-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.

Unlock Account

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

To unlock a user’s account, click the arrow to open the Actions drop-down and click Unlock account.

Forward Voicemail to Email

1. Click View individual settings in the Actions drop-down for the line.
2. Click Message Settings.
3. Click Forward messages as emails.
4. Click add an email address.
5. Enter the email address to which you would like voicemails to be forwarded for the user.
6. Click Apply.

Adjust Ring Duration Before Call Goes to Voicemail

1. Click View individual settings in the Actions drop-down for the line.
2. Click Message Settings.
3. Enter the desired number of seconds in Incoming calls are forwarded to voicemail after __ seconds.
4. Click Apply.

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

1. Click View individual settings in the Actions drop-down for the line.
2. Click Go to Reach Me or Open Reach Me.
   Note

   Forwarding options vary by feature package.

Attendants

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

View Attendant Settings

Click View Attendant Settings in the Actions drop-down for the attendant line to open the Premium Attendant portal.

Edit Personal Details

Click Edit personal details in the Actions drop-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 ENA SmartVoice User Portal.

To unlock the attendant account, click the arrow to open the Actions drop-down menu and 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 Actions drop-down to open the Account Settings for a Hunt Group pilot line.

View Group Settings

Click View group settings in the Actions drop-down to open the MLHG configuration tool.

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 ENA SmartVoice User portal for a Hunt Group pilot line, or entering the incorrect voicemail PIN five times when attempting to access the ENA SmartVoice messaging center for the Hunt Group pilot line.

To unlock the account, click the arrow to open the Actions drop-down and click Unlock account.

Phones

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

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. Click the radio button next to the phone you would like to assign to a department.
2. Select department from drop down.
3. Click Assign to Department.
4. Click Yes to confirm.

Assign Phone to Line

1. Click the radio button next to the phone you would like to assign to a line.
2. Enter number to which you would like to assign the phone.
3. Click Assign to Line.

Remove Phone Line Assignment

1. Click anywhere in the phone information line or select Change phone from the Actions drop-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 Actions drop-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. Select View All or a department from the Phones in Department drop-down.
2. Click manage your phone profiles.
3. Click 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.

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 Actions menu.
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 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.
   To manually push updates to a Yealink phone, reboot by disconnecting from power or select Update configuration from the Settings/Advancedmenu on the phone.
   Note

   You will need your phone admin password to access the Settings/Advanced menu. This password is different from and not related to your ENA SmartVoice Administrator Portal or phone provisioning password. If you need your phone admin password, please contact ENA CTAC.

Add and Configure Sidecar

If the phone model is capable of having a sidecar added to it, 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. 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.
   To manually push updates to a Yealink phone, reboot by disconnecting from power or select Update configuration from the Settings/Advancedmenu on the phone.
   Note

   You will need your phone admin password to access the Settings/Advanced menu. This password is different from and not related to your ENA SmartVoice Administrator Portal or phone provisioning password. If you need your phone admin password, please contact ENA CTAC.

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

   ENA strongly recommends 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 Portfor this group.
   Note

   As a best practice, ENA recommends 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

   ENA strongly recommends 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 Portfor this group.
   Note

   As a best practice, ENA recommends 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 be entered before specific types of calls can be made. On the Account Codes screen, you can see which types of call 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 which 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, or departments, and sub- departments.

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-separtments 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 ENA SmartVoice Administrator portal.

Mappings

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

Resources

Business Group System 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.