Hosted VoIP Administrator Portal Guide July 2022 Table of Contents Portal Navigation ........................................................................................................................................... 5 Home Page ................................................................................................................................................... 5 User Administration ....................................................................................................................................... 8 Creating a New User ................................................................................................................................. 8 Creating an ATA Device .......................................................................................................................... 30 Adtran/ATA Router Devices ..................................................................................................................... 32 Grandstream DP750 Devices .................................................................................................................. 37 Editing a New or Existing User................................................................................................................. 43 Copying an Existing User......................................................................................................................... 61 Custom User Templates .......................................................................................................................... 66 Bulk Load Users ...................................................................................................................................... 68 Modify Multiple Ender User Assignment Feature ..................................................................................... 72 Modify Multiple Ender User Feature Settings ........................................................................................... 75 Modify Multiple Ender User Feature Settings – Bulk Upload .................................................................... 80 Bulk 911 Registration ............................................................................................................................... 83 Manage Services ........................................................................................................................................ 86 Anywhere ................................................................................................................................................ 87 Auto Attendant ......................................................................................................................................... 90 Change Auto Attendant Number .............................................................................................................. 92 Features Settings..................................................................................................................................... 94 Configure Auto Attendant ......................................................................................................................... 95 Settings ................................................................................................................................................. 111 Call Park Group ..................................................................................................................................... 113 Escape to Operator ................................................................................................................................ 116 Maximum Concurrent Calls .................................................................................................................... 119 Music/Message On Hold ........................................................................................................................ 120 Paging ................................................................................................................................................... 122 Project Account Codes .......................................................................................................................... 125 Programming Non-Verified Project Account Codes ................................................................................ 127 Programming Verified Project Account Codes ....................................................................................... 129 Virtual Users .......................................................................................................................................... 135 Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 2 of 254 Voicemail Retrieval Numbers ................................................................................................................. 138 Call Pickup Group .................................................................................................................................. 139 Contact Center ACD (Call Queuing) – Basic and Standard .................................................................... 140 Add/Edit Members ................................................................................................................................. 145 Contact Center Feature Settings and Alternate Numbers ...................................................................... 149 Contact Center Announcements ............................................................................................................ 151 Hunt Groups .......................................................................................................................................... 156 Configure Hunt Group Features ............................................................................................................. 159 Editing Hunt Groups .............................................................................................................................. 170 Copying Hunt Groups ............................................................................................................................ 172 Instant Call Group .................................................................................................................................. 174 Common Phone List .............................................................................................................................. 176 LDAP (Lightweight Directory Access Protocol) ...................................................................................... 178 Schedules .............................................................................................................................................. 180 Device Management .............................................................................................................................. 182 Support Contact ..................................................................................................................................... 192 Dial Plan Policy ...................................................................................................................................... 193 Group Caller ID ...................................................................................................................................... 194 Changing your 911 Location .................................................................................................................. 198 Scheduling your 911 Location Change .................................................................................................. 199 Extension Dialing Policy......................................................................................................................... 200 Portal Administration ................................................................................................................................. 201 Call Recording Administration ................................................................................................................ 201 Call Recordings ..................................................................................................................................... 203 Portal Sub Administration ...................................................................................................................... 204 Link Control Center ID ........................................................................................................................... 209 User Portal Access ................................................................................................................................ 211 Inventory ................................................................................................................................................... 218 Inventory Overview ................................................................................................................................ 218 Telephone Numbers .............................................................................................................................. 220 Delete Telephone Numbers ................................................................................................................... 222 Add Telephone Numbers: New .............................................................................................................. 225 Add Telephone Numbers: Port............................................................................................................... 228 Seats ..................................................................................................................................................... 233 Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 3 of 254 Add On Features ................................................................................................................................... 235 SIP Trunking Sessions .......................................................................................................................... 238 Order Status .......................................................................................................................................... 238 Reports ..................................................................................................................................................... 241 Utilization Reports.................................................................................................................................. 241 Enterprise CDR Reports ........................................................................................................................ 245 Voice Mail Reports ................................................................................................................................. 248 Portal Usage Reports ............................................................................................................................ 250 Trunk Utilization Reports........................................................................................................................ 251 Profile ........................................................................................................................................................ 251 Help .......................................................................................................................................................... 253 Live Chat ................................................................................................................................................... 254 Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 4 of 254 Portal Navigation URL: https://centurylink.com/voip. Enter your Administrator user ID/password to access admin functionality within the portal. You should have received your administrator login details via email and will look similar to the following: Home Page The Default Group option allows you to define which group you want as your default location. As you work in a specific group, managing users and features, this prevents you from having to define your group on each page as you navigate through the portal. Main Menu Sub Menu Tenant ID Default Group Setting Group/Location Selector Create New User Search for Specific Users Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 5 of 254 As you navigate throughout the portal, you’ll have several opportunities to search for specific groups for managing inventory, creating or editing users, etc. You can enter search criteria in the Search a Group field, which filters which group is displayed, based on that search criteria. All Groups display when clicking the Select a Group dropdown box Enter search criteria in the Select a Group field Groups displayed are filtered based on your search criteria Define your Default Group, so a group doesn’t have to be selected on every page as you navigate through the portal: 1. Click the Change Group button. 2. In the Change Default Group window, click the arrow to search for the group, or enter a search or partial search of the group name in the Group field to refine your search. 3. If you don’t want to set a default group, select No Default Group from the dropdown list. 4. Once you’ve selected your group, click the Save button. As you navigate from feature to feature within the portal, your default group automatically populates. A new Default Group can be redefined at any time, by following this same process. Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 6 of 254 The Search End Users option is available throughout the portal. Click Search to display all users in the group. If there are more than 1000 users, you’ll be required to refine your search by selecting an option from the Find dropdown list. Depending on the page you are on, the Find dropdown list will let you search by: First Name Partial search supported. Last Name Partial search supported. Extension Partial search supported. MAC Address Partial search is not supported; the full 12-digit MAC address is required. User Search The Trunk Administration option within the main menu will only be visible for customers with SIP Trunking from CenturyLink. If you don’t have SIP Trunking, the Trunk Administration option won’t be available from your main menu. For details on specific features associated to our SIP Trunking product, refer to the Hosted VoIP Trunk Administration Portal Guide, found under Help from the main menu. Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 7 of 254 User Administration Within the User Administration section of the portal, Manage and Create New users, Edit existing users, create Custom User Templates, process Bulk Uploads, and modify multiple users with the Modify End User Feature tool. Creating a New User 1. Click User Administration from the main menu. 2. Click Manage Users from the sub menu. 3. If your organization has only one group (location), users automatically appear for editing users, deleting users, etc., without having to select a group. 4. To edit or delete a user, click on the Edit or Trash Can icon next to the individual you plan to edit. The Gear icon allows you to access that user’s end user portal, to manage individual features such as forwarding, simultaneous ring, etc., on their behalf. Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 8 of 254 5. Click the Create New User button to load a Manage User – Create New User form. 6. If you have more than one group within your tenant, select the group from the Select a Group dropdown list where the user should be built; you can also select your group from the Create New User screen. 7. Complete the Manage Users - Create New User form. All fields denoted with an asterisk (*) are required fields and must be populated to successfully build the user. 8. Enter the user’s First Name and Last Name in the appropriate fields. 9. Select the group (location) from the dropdown list if different than what’s displayed. 10. Select the Seat type from the dropdown list; available options are based on your available inventory. 11. Apply a Custom Template (if applicable) by selecting your option from the dropdown list (optional). Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 9 of 254 12. Select a number from the Hosted VoIP Number dropdown list; number options within this list are based on telephone numbers available in your inventory within the selected group. Note: If you have more than one group in your tenant, all available (unassigned numbers) are shown in the dropdown list. It’s suggested you use a number assigned to the group you’re building the user in, however, you’re allowed to create a user in one group with a number from another group. 13. To choose an available number from another group, click the Select from another group button. s 14. Select a group from the Select another group dropdown list. 15. From available numbers in that group, select a number from the Hosted VoIP Number dropdown list. 16. Click the Select button. Services not available everywhere. Business customers only. Lumen may change, cancel or substitute products and services, or vary them by service area at its sole discretion without notice. ©2022 Lumen Technologies. All Rights Reserved. Page 10 of 254