In order to configure the advanced setting for your Premium Attendant, click on the Advanced tab and define the default handling for each key press. These actions will be available to callers in all menusunless you assign an alternative action to the key in the per menu configuration.
Next click on the Error Handling link and set the value and behavior for Timeout, Call Transfers, Unknown Input and Invalid Extensions. If these are set, they will automatically apply to all menus. You may skip this set if you would like the menus to differ.
“Other Settings” allow you to select “Dial By Name” or “Voicemail by Name” options as “First and Last Names”, “First Names” or “Last Names”.
You may also choose an “Intercept Mailbox”. It must be a Voicemail in your Grid4 Business Group.
A “Holiday” announcement can be recorded in advance of any holiday and applied when needed. Many businesses use the same prompts as their “After Hours” prompts for holiday announcements.
*** It is recommended that a script be written for each announcement. ***
Go to www.grid4.com/adminportal
Log into the Admin CommPortal using your Admin number and password.
Go to the Auto Attendant line and open the Premium Attendant.
Go to “Announcements” and then “Add New Announcement”.
Name it “Holiday”, “Thanksgiving”, etc.
Click apply to save the changes.
Do this for every new announcement.
The system will generate a new 3 digit announcement number that you will reference when you call in to record it.
Recording a New Announcement
Dial 248.556.7000 from any phone. Mobile phones have excellent audio quality for recording.
** Note: If you are recording an announcement from your desk phone
Press your voicemail key and listen for the prompt “to leave this mailbox and to log in as another subscriber press 7”. **
The account number is your Premium Attendant number followed by the pound sign.
Enter your PIN followed by the pound sign.
Choose option 1, “change the Premium Attendant configuration.”
Choose “edit your announcements,” press 2.
Enter the 3 digit announcement number that corresponds to the announcement you’re going to record.
Follow prompts to record & save your recording.
Set up a Holiday Menu
Go the “Menu” tab and “Add New Menu” with the same name as the announcement.
Make sure to use your new “Holiday” announcement for that menu.
Program the menu keys to correspond with your announcement.
Click “Apply” to save the changes.
Holiday Schedule
To apply the holiday announcement, use the “Special Day” time period in the “Schedule” tab.
Go to the “Menu” dropdown at the top of the schedule and choose the “Holiday” menu.
Click on the calendar day that you want your “Holiday” announcement and menu to play
Click “Apply” to save the changes.
This will override the normal schedule for the days that are highlighted. It will go back to the normal schedule on the next non-highlighted day. You may select all the days you want to follow the Holiday schedule by using the arrows to the right of the calendar.
PLEASE NOTE: The week begins with Monday for these calendars.
Half Days or Leaving Early – Option 1
For 1/2 days or days that you close early you can set a custom recording the same way.
Log into the Premium Attendant line.
Go to the “Schedule” tab and choose “Special Days”.
Click on “Go To Today” and the “Holiday” menu and announcement will be immediately applied.
The schedule will go back to normal on the next non-highlighted day. You will not have to remove the holiday announcement.
Half Days or Leaving Early – Option 2
For 1/2 days or days that you close early you can set a Holiday schedule by coloring the grid in the regular schedule.
Log into the Premium Attendant line.
Create a Holiday time period.
Apply the Holiday Menu to the Holiday time period.
Color the grid in the appropriate day and hours that you will be closed.
PLEASE NOTE: This is the weekly schedule. You will need to change it back to the normal schedule before the same day in the following week or the Holiday schedule will still be in effect.
If setting up rules for the first time, a short description of rules-based routing is displayed along with a link to get started with an example set of rules.
By selecting this link, three rules will be created, “Normal”, “Reject Calls and “Screen Calls”:
Click Add New Set of Rules to create a new rule.
Instead of creating a new rule, you may choose to modify your current rules.
To modify how your “Normal” rules will be handled:
Click on the “Normal” rule
Click on the Edit button.
From this page, you can select and configure the following:
Ring your phone with a standard or distinctive ringtone
Forward the call to a different number
Send the call to voicemail
Play a reject message and reject the call
Prompt the caller to record their name then prompt you to accept or reject the call
Ring more than one phone at the same time or in sequence
Prompt the caller to record their name then ring more than one phone at the same time or in sequence.
Choose one of these actions and click Finish then Apply. You have now created a new rule.
If you would like to set a more advanced feature and have this rule apply only to certain callers:
Click on the rule you would like to modify and click the Add New Rule button. (If you would like this rule to apply to all callers, skip this step and select Edit.)
Begin configuring your rule by selecting which caller or callers the rule will apply to. The options are:
This individual contact – Apply to individual contact (in your contact directory)
This group of contacts – Apply to a group of contacts as defined in my contact directory.
Anyone in my contact list – Apply to all callers for which you have a contact defined.
Anyone in my business group – Apply to all other members of your business, with the Grid4 Hosted IP Complete service.
This number or group of numbers – Apply to a specific phone number. This can be any number.
An anonymous number – Apply to any caller that has restricted their calling number.
Select the individual or group of callers that this rule will apply to and click the Next button.
Next you will select how the system will route your calls when you receive a call from selected user or group. The available routing options are:
Ring your phone with a standard or distinctive ringtone
Send the call to voicemail
Forward the call to a different number
Inform the caller that I am unavailable and reject the call
Prompt the caller to record their name then prompt you to accept or reject the call
Ring more than one phone simultaneously or in sequence
Prompt the caller to record their name then ring more than one phone and prompt you to accept or reject the call.
Choose an action, click “Next” (if it becomes available), then click Finish
Make sure to click “Apply”. Go back to the “Summary” tab and apply your new Rule.
Once you are logged into CommPortal you are presented with the Business Group Admin Portal homepage.
Down the left hand side of the Admin Homepage are a series of tabs which take you to the different pages within your Admin CommPortal. The orange circles will take you to the same pages.
The Business Group Admin has the ability to create departments within the business group. Typically BG Admins will create a different department per location. To create a department within your Business Group follow these steps:
The Business Group Admin Portal tab is the homepage of Admin CommPortal.
Click down to the Departments tab in the left hand column or the orange circle under “Services”.
Below is the Departments Homepage:
Click the Add Department button following dialog appears:
Enter the following information:
Department Name
Parent Directory – If this is a top level department, you will use the Business Group Name. If this is a sub department, this will be the Upper level department
Operator Number – Enter the number of the line that will act as operator for this department. Whomever will control this departments setting in the future must know this number.
If you choose to limit the number of calls allowed for this Department, enter the following information:
Incoming & Outgoing – Enter the total number of combined concurrent calls that this department will be permitted to have active at any given time.Incoming – Enter the total number of concurrent incoming calls that this department will be permitted to have active at any given time.
Outgoing – Enter the number of concurrent outgoing calls that this department will be permitted to have active at any given time.
NOTE: To allow any mix of incoming & outgoing enter the same value in all three fields, or set both the Incoming and the Outgoing fields to Unlimited.
The Business Group Admin Commportal tab is the homepage of Admin CommPortal. Click on “Users” in the left side panel or the orange circle under “All Lines”
Check the box next to the line you want to move. Click “Move”
The line you selected will now be part of the new department and follow those rules or restrictions.
An administrator may choose to reset the user account entirely. This will wipe out all messages, contacts, settings, and sensitive information for this user. Follow these steps:
