Nextiva

Polycom VVX Phones

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Using Polycom VVX Phones Polycom® VVX phones are feature-rich phones that provide a unified experience for today’s professionals and executives. The Polycom VVX phones also feature Polycom’s Acoustic Fence technology, which eliminates surrounding audio noise for a superior call experience.

Hard Keys Your Polycom VVX phone will have keys on the lower-left side of the phone with the following Icons: • Transfer : This key will place the caller on hold and open a new line on the phone to call another extension or number so you can to transfer the call to another party. • Mail : This key will access your Voice Portal so you can check your voicemail. • Hold : This key will put the caller on hold. The caller will hear music, and they will not hear you. On the lower-right right side of the Polycom VVX phone there will be three additional keys: • Mute : This key allows you to hear what the party on the other end of the call is saying, but they cannot hear you. • Speakerphone : This key sends the audio out through the speakers in your phone’s base, and uses a microphone for input that is installed into your phone’s base.

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• Headset : When your headset is in use, this button will light up. If the phone is ringing, press the key to answer with your headset instead of the speaker or handset. Softkeys Underneath the screen on your Polycom VVX phone there are four keys. These keys link to features that can be enabled from the phone. They are considered softkeys because the key’s function can change. If there are more than four softkeys, a More softkey will appear allowing the user to scroll to the next set of keys. Transferring Calls: • Warm Transfer: A warm transfer involves speaking with the person to whom you are transferring the call. 1. While on a call, press the button. complete the transfer. • Blind Transfer: A blind transfer involves transferring the call to another number without speaking to the receiving party, regardless of whether or not they answer. 1. While on a call, press the BlindX softkey. 2. Dial the extension or the phone number of the party to whom you are transferring the call. 3. Press the Send softkey to complete the transfer. Conference Calls: 1. While on a call, press the Conf softkey. 2. Call the party you want to add to the conference. 3. After they answer, press the Conf softkey to merge the calls. Missed Calls: There are two ways to locate missed calls. The first is to press the Down ↓ arrow key on your Polycom VVX phone. The second is below: 1. Press the Home Key to bring up the menu. 2. Select Directory followed by Option 2 – Recent Calls, 3. Select the Type softkey. It will bring up a list of check-boxes. Change All Calls to Missed Calls, and then press the Back softkey. Checking Voicemail: You must not have a call on the line when attempting to check your voicemail. 2. Dial the party you are transferring the call to. 3. After speaking with the receiving party, press the button again to

1. Dial *86 or press the

on your phone.

2. Enter your voicemail passcode. 3. Select the option to listen to new or saved voicemails.

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Poly VVX 500 and 600 Series Quick Reference Guide

These quick tips apply to VVX 500, 501, 600, and 601 business media phones.

Viewing Recent Calls To access the Recent Calls list, tap Directories from the Home (1) screen, then tap Recent Calls . Checking Voicemail You must not have a call on the line when attempting to check your voicemail. 5. If you chose Consultative , greet the receiving party and advise them of any important information. Then press the Transfer soft key to perform a warm transfer. A Transferring Calls Awarm transfer involves speaking to the person you are transferring the call to before the transfer is made. A blind transfer involves transferring the call to another number without speaking to the receiving party, regardless ofwhether they answer. 1. While on a call, press the Transfer soft key. 2. Choose Blind or Consultative . 3. Dial the phone number or extension of the person to which you are transferring. 4. If you chose Blind , the call is automatically transferred.

1. Home / Lines Key 2. Headset 3. Speakerphone 4. Mute 5. Volume Up / Down A B C D E

A

B

C

D

E

1. Tap Messages from the Home

screen or dial *86 .

A

2. Tap Message Center > Connect. 3. Enter your personal voicemail passcode. 4. Press 1 to listen to new or saved voicemails.

Nextiva Voicemail

Setting up Voicemail From a Nextiva Phone:

1. 2.

Dial *86 and enter your PIN (default PIN is 0000) . Update your PIN to a personalized 4-digit number, and then record your name and press # . Press * to confirm. Then press 3 to change the mailbox No Answer Greeting. This is the greeting callers will hear before leaving a voicemail message. Press 1 to record a new greet and press # to stop recording.

3.

4.

Accessing Voicemail

1. 2. From a Nextiva Phone:

Dial *86 and enter your PIN. Press 1 to listen to new messages.

Press and hold the number 1 key and enter your PIN. Press 1 to listen to new messages. 1. 2. From the Nextiva App:

From an External Phone:

Dial the phone number and press * after reaching the voicemail greeting. Enter your PIN and press # . Press 1 to listen to new messag 1. 2. 3.

Nextiva Voicemail Shortcuts

1 – Play 2 – Busy Greeting Menu 3 – No Answer Greeting Menu 5 – Compose Message Menu 7 – Delete All Messages # – Repeat

Nextiva Voicemail Menu Options

Access the Voicemail Box

1 Press

1. Listen to Messages 2. Change Busy Greeting 3. Change No Answer Greeting 4. Change Extended Away Greeting

# Repeat Menu 5. Compose Voicemail Message and Send 7. Delete All Messages 8. Modify Message Deposit Settings CommPilot Voice Portal *

Change CommPilot Express Profile

2 Press

1. Activate Available: In Office 2. Activate Available: Out of Office 3. Activate Busy Profile 4. Activate Unavailable Profile

5. No Profile Return to Main Menu *

Greetings Menu

1 3 Press

1. Record Name 2. Change Conference Greetings *

Return to Main Menu

# Repeat Menu

Record a New Announcement

# Repeat Menu * 5 Press

1. Record Audio Announcement Return to Main Menu

NOTE: Announcements will be stored in the Announcement Repository in the Nextiva Voice Portal.

Change Voicemail Passcode

8 Press

Enter the new Voicemail passcode, then press #. Press to Return to the Main Menu. *

Exit Voicemail Portal

1 9 Press

Disconnects the call from the Voicemail Portal.

Repeat Menu

# Press

Repeats the Main Menu options.

Nextiva Desktop App Access phone service, team collaboration, and video meetings — all in one place.

Table of contents Contacts and favorites Call history and voicemail Transferring calls Move a call from phone to app Send text messages (SMS) Collaborate in My Room

1 2 3 4 5 6

01

Quickly locate all of your saved contacts in My Contacts . Can’t locate a colleague? Click the Globe icon to access your company directory, right-click their name and select Add to Contacts . You can also set a contact as a favorite by right-clicking on a contact > Set as Favorite . Just right-click on a contact to chat, call, video call, or share screens. Contacts and favorites

COMPANY DIRECTORY

MY CONTACTS

nextiva.com/support

support@nextiva.com

02

Call history and voicemail

Call history shows all inbound and outbound calls, while the voicemail option lets you hear messages.

You can also always check voicemail by dialing *86.

VOICEMAIL

CALL HISTORY

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support@nextiva.com

03

Transferring calls

Personal transfer At the bottom of the call screen, click Ellipsis (…) > Transfer .

Search Contacts by typing a name, phone number, or extension.

Choose Attended Audio , connect to the call recipient, and Complete Transfer when ready.

Immediate transfer Transfer calls directly to another extension, or any U.S. number, without needing to speak with them rst.

At the bottom of the screen, click Ellipsis (…) > Transfer .

Search Contacts by typing a name, phone number, or extension.

CALL TRANSFER

Choose Transfer Now to complete the call transfer.

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support@nextiva.com

04

Move a call from phone to app. Seamlessly transition a call from your desk phone or mobile device to another mobile device or phone.

To move your call, open the Dial Pad > and type *11 .

Or, at the top right, click Pull Call under the Ellipsis (…).

CALL PULL

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support@nextiva.com

05

Send text messages (SMS). SMS must be enabled on your account to use this feature. If you haven’t done this yet, just complete this form. Once enabled, you can send a text to any saved contact. To add a contact you want to text, go to My Contacts and choose Plus (+) > Add Contact and enter their IM address as 1+area code+phone number@smsnextiva.com (e.g. 15556667777@smsnextiva.com), and click Save .

ADDING AN SMS CONTACT

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support@nextiva.com

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Collaborate in My Room. Host group chats and team meetings using screen share, conferencing, and instant messaging. Drag and drop contacts into the group or send a guest link to invite anyone. Dial into the conference with one click. To set up conferencing, chat with us at nextiva.com/support. Share your entire screen or just a single application with meeting participants.

COLLABORATING IN MY ROOM

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support@nextiva.com

Nextiva App for iOS

Table of contents

Contacts Transfer calls Pull calls Send text messages

01

Take your Nextiva service with you wherever you go. Contacts

Add a contact.

On the home screen, My Contacts, you'll nd all your saved contacts and favorites for easy access to frequently used numbers. In the top-right corner, search your company directory or contacts saved on your cell phone using the Filter icon.

To save a contact from your directory to My Contacts, search and tap on a contact > Add to Contacts .

Add to favorites.

To add a contact as a Favorite, search and tap on a contact > Add to Favorites .

Call or video with a contact.

To call a contact, tap their name and choose Call or Video .

Transfer calls.

Immediate transfers

Personal transfers

In the bottom-right corner, choose the Ellipses > Transfer . Type your transfer-to phone number or search a contact in My Contacts/Directory. Choose Transfer to _ when ready.

In the bottom-right corner, choose the Ellipses > Transfer .

Search any internal contact by typing their name or searching My Contacts/Directory. Next, choose Call_ rst to warm transfer and speak to the call recipient before completion. Complete transfer when ready.

support@nextiva.com

nextiva.com/support

02

Amazing relationships are built one connection at a time.

Pull calls (from your desk phone). Seamlessly transition a call from your desk phone to the Nextiva Mobile App.

To move your call, at the top right, click Pull Call under the Share icon.

Or, open the Dial Pad and type *11 .

Send text messages (SMS) .

SMS must be enabled on your account to use this feature. If you haven’t done this yet, just complete this form. Once enabled, you can send a text to any saved contact. To add a contact you want to text, go to My Contacts and choose Plus (+) > Add Contact and enter their IM address as 1+area code+phone number@smsnextiva.com (e.g. 15556667777@smsnextiva.com), and click Save .

support@nextiva.com

nextiva.com/support

Nextiva App for Android

Table of contents Contacts Transfer calls Pull calls Send text messages

01

Take your Nextiva service with you wherever you go. Contacts

Add a contact.

On the home screen, My Contacts, you'll nd all your saved contacts and favorites for easy access to frequently used numbers. In the top-right corner, search your company directory or contacts saved on your cell phone using the Filter icon.

To save a contact from your directory to My Contacts, search and tap on a contact > Add to Contacts .

Add to favorites.

To add a contact as a Favorite, search and tap on a contact > Add to Favorites .

Call or video with a contact.

To call a contact, tap their name and choose Call or Video .

Transfer calls.

Immediate transfers

Personal transfers

In the bottom-right corner, choose the Ellipses > Transfer . Type your transfer-to phone number or search a contact in My Contacts/Directory. Choose Transfer to _ when ready.

In the bottom-right corner, choose the Ellipses > Transfer .

Search any internal contact by typing their name or searching My Contacts/Directory. Next, choose Call_ rst to warm transfer and speak to the call recipient before completion. Complete transfer when ready.

support@nextiva.com

nextiva.com/support

02

Amazing relationships are built one connection at a time.

Pull calls (from your desk phone).

Seamlessly transition a call from your desk phone to the Nextiva Mobile App.

To move your call, at the top right, choose Ellipses > Pull Call .

Or, open the Dial Pad and type *11 .

Send text messages (SMS) .

SMS must be enabled on your account to use this feature. If you haven’t done this yet, just complete this form. Once enabled, you can send a text to any saved contact. To add a contact you want to text, go to My Contacts and choose Plus (+) > Add Contact and enter their IM address as 1+area code+phone number@smsnextiva.com (e.g. 15556667777@smsnextiva.com), and click Save .

support@nextiva.com

nextiva.com/support

Nextiva voice basic settings Admin guide

VERSION 1.2

Table of contents

Getting started Logging in

1

Users Creating new users Roles and permissions Teams Licenses Editing users Deactivating and reactivating users

2 2 2 2 3 3

Voice settings Phone number Phone Voicemail Emergency location Business hours Call flows Creating a new call flow Call flow options

4 4 5 5 6

7 8

01

Getting started Manage all NextOS voice settings from one dashboard, making it easy to manage employee and device details at any time.

Logging in

Visit Nextiva.com, then click Login or navigate to authenticate.nextiva.com.

Your Nextiva username is the email address tied to your NextOS user. If you forget your username or password, use these links:

Forgot Username? | Forgot Password?

Once logged into the platform, click the initials or avatar near the top right of the page. Choose Administration Tools . If you don’t have this option, contact the account administrator.

02

Users

Manage all user details, such as role, team(s), licenses, and more. From the NextOS admin home page, click Users to create and manage all NextOS users.

Creating new users

Click Create users > enter the user’s information > Add License > Create . The new user’s login credentials are automatically sent to the email provided.

Licenses Add various licenses, providing users access to specific services, such as Nextiva Voice. Make sure to assign a license for each voice user. Admins don’t require a voice license unless they need phone service as well.

Roles (optional) Roles limit user access to specified areas of NextOS.

Primary team Assign a primary team to group users together based on job responsibilities. You can later direct calls to these teams. Assign a team when creating a user. You can also manage and create teams in the left menu under Teams .

Admins can create and manage users, roles, and settings by default. Users can only edit their own voice settings. Click Roles & Permissions on the left menu to create or manage roles and permissions.

03

Editing users

Edit user details, including resetting passwords. Hover over a user to reveal the Actions menu.

Click the Actions drop-down > Edit Profile > Save .

Reactivating users Click the Gear > X to show inactive users. Select the checkbox next to the user > Reactivate .

Deactivating users Select the checkbox next to the user > Deactivate > Deactivate .

04

Voice settings

Manage all essential user voice settings, such as phone numbers, devices, voicemail, emergency locations, and business hours from one place.

Select Users > Actions > Voice Setup or Voice Settings if the user is already set up with voice.

Phone number Assign a phone number, extension, and call forward unreachable number. Call forward unreachable allows you to receive calls in the event your Nextiva phone disconnects from the internet.

Phone Add a phone by choosing between the Available phones or by adding a New phone . To add a new phone, Choose a phone > enter MAC address > Save .

Add additional phone numbers or extensions by clicking Add Number .

You can also choose a ringtone to help identify the number called based on a particular tone or pattern.

05

Voicemail Adjust user voicemail settings, such as the voicemail PIN, greeting, the number of rings before voicemail picks up, and voicemail to email.

Emergency location The emergency location is the address that the emergency dispatcher sees in the event the user places an emergency call. If users work remotely, it’s recommended to enter the user’s home address.

Click Voicemail (advanced) to configure the busy greeting, storage options, and more.

Users can also sign in and set up their voicemai l preferences or dial *86 from their Nextiva App or device.

06

Business hours Set up a schedule to route calls based on the day and time. For example, add lunch breaks and holidays, so all incoming calls during those times forward to voicemail or an emergency line. Click Add new hours > enter a name and select the time zone. Choose to use the same hours Monday – Friday or add weekend hours. Adjust the hours using the sliders and add breaks by clicking the Plus sign under Break. Add dates the business is closed, such as a federal holiday, by clicking Add Holiday .

07

Call flows Set up a menu for callers, and customize the call flow that best fits your business needs. Route calls based on set days and times, specify where they get routed, and what happens if the call goes unanswered. From the admin home page, select Communications > Phone Systems > Call flows .

Creating a new call flow

Select Create New Flow > Start from scratch . Edit the name on the top right.

Click the Phone > select a phone number > Save & Continue. This number is typically the main phone number or a direct number for a specific depart - ment.

Click Add action , and choose one of the below options.

Or from the left menu, select Voice > Call Flows

08

Call flow options

Upload or record an announcement for callers to hear, such as monthly specials or business location details.

Route calls directly to the appropriate user or team.

Upload or record a custom greeting with options for callers to hear, such as press 1 for sales, 2 for sup- port, 3 for billing, etc.

Route calls to voicemail when needed, such as during after-hours or when the call is unanswered.

Transfer calls to any external phone number, such as an emergency line during after hours.

Allow callers to contact a user or team directly by entering their extension.

Transfer calls to another call flow. Only live call flows will show in the drop-down.

Allow callers to contact a user directly by entering the first few letters of their first name.

Repeat this process until all call flow branches reach an ending point such as a voicemail box or transfer out. Click Go Live to activate the call flow.

Nextiva voice advanced settings Admin guide

VERSION 1.2

Table of contents Getting started Logging in

1

Users Mobility Nextiva Anywhere Remote office Sequential ring Simultaneous ring

2 2 2 3 3 4 4 4 4 4 5 5 5 6 6 6 6 7 7 7 8 8 8 9

Forwarding Call forward always Call forward selective Call forward busy Call forward unanswered

Monitoring Call recording Busy lamp field Call routing Call waiting Do not disturb Push-to-talk

Selective call rejection Shared call appearance Speed dial Caller identification Custom integrations Conferencing Additional resources

01

Getting started

Manage all NextOS voice settings from one dashboard, making it easy to view and update employee and device details at any time.

Logging in

Visit Nextiva.com then click Login, or navigate to authenticate.nextiva.com .

Your Nextiva username is the email address tied to your NextOS user. If you forgot your username or password, use these links:

Forgot Username? | Forgot Password?

02

Advanced settings Manage all NextOS users’ advanced voice settings, such as mobility, forwarding, monitoring, call routing, and caller identification settings from one dashboard.

From the NextOS admin home page, select Users > Actions > Voice Settings .

Mobility

Stay connected with Nextiva’s mobility features, such as Nextiva Anywhere, remote office, sequential ring, and simultaneous ring. Nextiva Anywhere Make and receive calls from your mobile phone or home phone just like you would from the office.

Enter a description and the phone number(s) to forward calls to during a specified schedule.

You can also choose conditions for specific phone numbers, including any private or unavailable numbers. Remote office Use an alternate number, such as a mobile or home phone number, as the user’s office phone number. To make calls, the user must use call control tools such as a dialer or call manager.

03

Sequential ring Ring as many as five additional numbers in a sequence if the call is not answered within a predefined number of rings. Add internal phone numbers/extensions or remote phone numbers. Enable Answer confirmation so unanswered calls route to an appropriate destination, such as your Nextiva voicemail and not your personal voicemail. You can also choose conditions based on a specified schedule and phone number(s), including any private or unavailable numbers. Simultaneous ring List as many as 10 additional phone numbers or extensions to ring when receiving a call. These may be other phones in the office or remote phones, such as mobile phones. You can also choose conditions based on a specified schedule and phone number(s), including any private or unavailable numbers.

04

Forwarding

Nextiva’s advanced forwarding redirects incoming calls to another number based on a defined schedule, providing the flexibility to receive calls anywhere.

Call forward always

Automatically forward all incoming calls to any number, such as a phone number, voicemail, or extension.

Call forward selective

Forward calls based on a specified schedule and phone number(s), including any private or unavailable numbers.

Call forward busy

Re-route calls to any number when a user’s phone is busy.

Call forward unanswered

Automatically forward unanswered calls to any number after a defined number of rings.

05

Monitoring

Monitor employees directly from your desk with call recording and busy lamp field.

Call recording Choose when the user’s calls should be recorded and set up call recording announcements to inform the caller they’re being recorded.

Busy lamp field

Quickly identify the call status of as many as 10 users.

Check the Enable Call Park notifications checkbox to see when parking calls against monitored extensions.

Click Edit monitored users to add users to monitor.

06

Call routing

Manage all call routing settings, such as call waiting, do not disturb, push-to-talk, selective call rejection, shared call appearance, and speed dial from one place.

Call waiting

Receive additional calls while on an active call.

Do not disturb

Automatically send all incoming calls to the user’s voicemail, instead of ringing the phone. Click the Play a ring reminder when a call is blocked checkbox as an alert when do not disturb is enabled.

Push-to-talk

Allow users to call specific users and have the phone automatically answer, similar to an intercom.

Click the Allow inbound push-to-talk checkbox to allow the user to receive push-to-talk messages.

Choose the connection type, and the users to allow push-to-talk from by clicking Edit users .

07

Selective call rejection Set up criteria to reject calls based on a specified schedule and phone number(s), including any private or unavailable numbers. Shared call appearance This feature allows users to make and receive calls from multiple devices. Set up multiple phones by clicking Add appearance . Enter the MAC address of the device and a unique ID, such as the user’s username in the Name of line/port field . Choose to make the device active, and if you want to make and receive calls using this device. Speed dial Set up speed dials for the most commonly dialed numbers. Click Add speed dial to set up a speed dial code. When using speed dial, you must dial # and the two-digit speed dial code.

08

Caller identification

Hide the user’s display name from the person calling them.

Custom integrations

Send users the required login credentials for custom integrations, such as a softphone. Click Email login credentials to provide the user with their credentials.

Conferencing To set up a personal conference bridge, first set up a location conference number and assign the user as a host of the conference number ( Account Info > Location > Actions > Voice Settings > Conferencing ).

Then from the NextOS admin home page, click Users > Actions > Voice Settings > Conferencing > Add conference bridge .

09

Additional resources

Find helpful articles, webinars, and live chat on our support site, and download the Nextiva App to use your Nextiva service from any computer or mobile phone.

Nextiva support https://www.nextiva.com/support

Nextiva App downloads

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Nextiva Voice Analytics

VERSION 3.1

1

Table of Contents

Product Summary..........................................................................................................................................................................2 Product Requirements...............................................................................................................................................................2 Nextiva VoiceAnalytics: Logging In....................................................................................................................................3 Nextiva VoiceAnalyticsDashboard...................................................................................................................................3 Marketing ...........................................................................................................................................................................................4 Key Performance Indicators (KPIs)....................................................................................................................................7 Staffing Requirements................................................................................................................................................................9 Employee Engagement ...........................................................................................................................................................11

©Nextiva, All Rights Reserved

2

Product Summary

Nextiva Voice Analytics is a reporting and analysis tool that can access and manipulate call data visually through customizable reports, wallboards, dashboards, and company-wide gamification. Nextiva Voice Analytics provides unprecedented visibility into call and employee activity data, allowing businesses to m make quick, data-driven decisions. View historical data in easy-to-read graphs or traditional tables. Create dashboards and wallboards to track real- time data. Analyze past call behavior by running reports and schedule them to be sent to key stakeholders. Track real-time details by monitoring calls and displaying them on large screens. Engage employees using gamification that encourages healthy competition and helps retain employees. Use previous data to predict future trends with data-driven analytics. The benefits of Nextiva Voice Analytics can help any business to reduce costs and operate more efficiently. This document covers the following functions related to the Nextiva Voice Analytics feature set:

Marketing

• • • •

Key Performance Indicators (KPIs)

Staffing Requirements Employee Engagement

Product Requirements

In addition to a Nextiva Voice license (Basic, Pro, or Enterprise), a Nextiva Voice Analytics license is required for all phones and Users on an account.

Please contact our Amazing Service Team at (800) 285-7995 or email support@nextiva.com for assistance.

©Nextiva, All Rights Reserved

3

Nextiva Voice Analytics: Logging In

1. Visit www.nextiva.com, and click Client Login to log in to NextOS. 2. From the NextOS Home Page, select Voice. 3. From the Nextiva Voice Admin Dashboard, select Analytics.

Analytics

NOTE: Administrators can visit analytics.nextiva.com to directly access the Nextiva Voice Analytics dashboard.

Nextiva Voice Analytics Dashboard

A new window will open, displaying the Nextiva Voice Analytics Dashboard. The tiles displayed in Nextiva Voice Analytics include:

• Report: View business activity using popular report templates or create custom reports. This is especially useful for managers and supervisors looking for easy access to historical data. • Monitor: Keep a finger on the pulse of your business with standard or custom dashboards. Foster transparency with wallboards and engage teams with Gamification, broadcasting top teammember metrics on TVs and monitors. • Analyze: Gain insight by identifying data trends. Draw comparisons between the activity of two agents or locations, for example. Use historical data to better predict future business needs. • Customize: Create custom reports tailored to business need and see them side- to-side with custom dashboards. • Save: Save custom reports, and schedule them to run and distribute automatically. • Set: Set global date defaults, and cluster users or phone numbers into custom groups.

©Nextiva, All Rights Reserved

4

Administrators can also access these sections from selecting one of the options from the header.

Analytics Dashboard

Marketing

Customers want to form a relationship with a company’s brand. Marketing provides brand loyalty and helps bring products and services that are important to customers. Identifying trends and knowing how to respond to those trends are key. Customers want to be informed, engaged, and purchase products that improve their own business. Nextiva Voice Analytics can provide insight into Marketing trends that were previously difficult to uncover. NOTE: To fully utilize the power of Analytics for Marketing or Advertising endeavors, please assign a unique phone number to each campaign. For example, a business should have two different numbers if they are running two ad campaigns: one for radio ads and one for TV ads.

The summary page of the Reports tile can provide insight into total call counts, calls per day, and an hourly average of calls.

©Nextiva, All Rights Reserved

5

Summary Voice Analytics Page

When juggling multiple marketing campaigns, it is important to know where leads and opportunities are successful, as well as unsuccessful. The ability to viewwhere calls are coming from could be a vital tool for regional or nationwide businesses. Nextiva Voice Analytics unlocks this data easily and quickly, with a state by state comparison on the Summary page. In the example below, we can see that the majority of callers are calling from Texas and Arizona phone numbers, and not from Tennessee and North Carolina phone numbers. Quickly adjust advertising campaigns utilizing this information; for example, a business might add more marketing funds to better target Tennessee. Hover over a state to view the calls to and from that state. Download the information to an Excel sheet by clicking the Download Arrow at the top-right of the window.

©Nextiva, All Rights Reserved

6

State Comparison on Summary Page

Running a successful marketing campaign can change a business overnight. Qualifying the effects of a campaign can pose hurdles. With Nextiva Voice Analytics, it is easy to filter any phone number to view traffic to specific advertised phone numbers. Select or deselect any phone numbers needed to gain insight on market penetration.

Phone Number Filtering

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7

Ensuring employees are reaching out to new prospects can be time-consuming. Similarly, many businesses struggle to track key metrics. With the Nextiva Voice Analytics feature Unique Dials, you can effortlessly track new callers to your business. Managing teams is easy with access to dozens of metrics, such as talk times, call length averages, outbound dial averages, and trends, and so much more. Keep employees engaged by displaying a Wallboard under the Monitoring section and increase transparency throughout the organization. Filter the results that make sense for the company and department and display them in real time.

Unique Calls and Outbound Talk TimeWallboard

Key Performance Indicators (KPIs)

Managers and Supervisors understand the importance of answering calls from customers to ensure quality service. KPIs are different than metrics. Metrics provide information that can be digested, and KPIs offer comparative insights that guide future actions. KPIs are initiated by high-level decision-makers, incorporate company goals and objectives, and can be evaluated and reset over time. Sales Managers know how significant it is to ensure their employees are making unique dials to new prospects, and the value of employee engagement with customers. With Nextiva Voice Analytics, it is easy to view this information. Build a custom report to review the number of calls coming into the business or going out to new customers, to ensure that

©Nextiva, All Rights Reserved

8

employees are aiding in the growth of the business overall. The Custom section under Reporting can be used to create specific reports based on what is important to the company or customer.

Custom Report Creation

©Nextiva, All Rights Reserved

9

With multi-location businesses, it is important to measure key performance indicators in real time. Utilize Wallboards under the Monitoring section to display information about Locations, Departments, or Call Groups, to ensure that any call volume spikes are tracked.

Filtering aWallboard by Call Group

Staffing Requirements

Determining how much staff is needed to run a business properly can be daunting. This task becomes even trickier when trying to determine what times are busiest and need the most headcount. With Nextiva Voice Analytics, viewing when the highest volume of calls coming in is easier than ever. Simply view the hourly average for a Location, Call Group, or phone number to determine the most effective use of employee time. For seasonal businesses that operate on a heavy schedule, but only during a certain time of year, this level of trend analysis becomes vital. An air conditioning repair service will likely have more clients during the summer months, while a snow removal service will see spikes in business calls during the winter months.

©Nextiva, All Rights Reserved

10

Access the Analytics section of Nextiva Voice Analytics to use historical data to predict possible spikes in business and ensure that there is an adequate number of employees to handle the extra call load. View Trend Analysis, or filter by Comparison, Period over period, or Call Duration.

Trend Analysis and Additional Filtering Options

Not all businesses will have a seasonal spike in clients. Many will see a rise during certain times of the day. Knowing when these changes may occur helps managers staff their teams during times of higher call volume. With Nextiva Voice Analytics, it is easy to see on the Summary page historical data relating to the number of calls that come in by the hour. This information can be used to appropriately staff enough employees and ensure customers are helped when needed. Filter by Call Group, specific phone numbers, and more, and hover over the results to get the data that is needed to make staffing decisions.

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Hover-over Any Visualization to Gain Additional Insight

Employee Engagement

Every business knows the importance of engaging employees, but it can be hard to foster the right conditions for all members of an organization to give their best each day and stay committed to the goals and values of their company. Nextiva Voice Analytics can help by encouraging healthy competition in the workplace. The Gamification section under Monitoring allows Administrators to create and display customGamification wallboards on a call floor, motivating employees to earn first place.

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Gamification Creation Screen

Employee engagement is about positive attitudes and behaviors that lead to improved business outcomes. The ability to engage each employee with statistical data helps managers set expectations and allows employees to meet those expectations head-on. In the example above, Carla will likely receive a favorable review, as she is outperforming all other representatives. Scorecards under the Monitoring section will help show factual data to back this up.

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Scorecard Monitoring

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Nextiva Mobility

Version 2.4

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Table of Contents

Nextiva Mobility...........................................................................................................................................................................1

Product Summary...................................................................................................................................................................3

Nextiva Anywhere vs. Nextiva App ................................................................................................................................4

Activating Nextiva Anywhere via the Nextiva Voice Administrative Portal................................................5

Activating Nextiva Anywhere via Nextiva Voice User Portal.............................................................................9

Remote Office ....................................................................................................................................................................... 12

Activating Remote Office via Nextiva Voice Administrator Portal .............................................................. 13

Activating Remote Office via Nextiva Voice User Portal .................................................................................. 16

Sequential Ring ..................................................................................................................................................................... 19

Simultaneous Ring............................................................................................................................................................... 20

Module Quick Reference ................................................................................................................................................. 21 Nextiva Anywhere.......................................................................................................................................................... 21 Remote Office .................................................................................................................................................................. 21 Sequential Ring ................................................................................................................................................................ 21 Simultaneous Ring.......................................................................................................................................................... 21

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Product Summary

Nextiva Mobility refers to a collection of features available to Nextiva Users. This document covers the following features:

Nextiva Anywhere Remote Office Sequential Ring Simultaneous Ring

NOTE: The Nextiva App is covered in a separate module.

Nextiva Anywhere

Nextiva Anywhere allows Users to make and receive calls from any device, at any location, using only one phone number, one dial plan, one voicemail box, and a unified set of features. The numbers set up with the Nextiva Anywhere feature will ring anytime someone calls the User directly or reaches them via a call group or a call center queue. Nextiva Anywhere takes mobility to the next level, allowing calls to remain on the Nextiva network even when handed off to a cell phone. Users can now leave the office without leaving their business behind.

NOTE: Nextiva Anywhere requires an Enterprise upgrade.

Users who take calls via Nextiva Anywhere will still have:

● Analytics ● Call History ● Call Recording

● Extension Dialing ● Transferring Ability ● Conferencing or N-Way Calling ● Simultaneous Ring

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Nextiva Anywhere vs. Nextiva App

Please reference the following feature comparison to see the difference between Nextiva Anywhere and the Nextiva App.

Both allow Users to use their Nextiva service while away from their desk phone, but there are key differences between the two features.

NOTE: Nextiva Anywhere requires an Enterprise upgrade, and the Nextiva App requires a Pro upgrade.

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Activating Nextiva Anywhere via the Nextiva Voice Administrative Portal

Nextiva Anywhere can be set up by Administrators by logging in to the Nextiva Voice Portal.

1. Visit www.nextiva.com, and click Client Login to log in to NextOS. 2. From the NextOS Home Page, select Voice. 3. From the Nextiva Voice Admin Dashboard, hover over Users and select Manage Users.

Manage Users

4. Hover over the desired User , and click the pencil icon to edit the User settings.

Edit User

5. Scroll down and click Mobility to expand the section.

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Expanded Mobility Section

6. Under Mobility, click the pencil icon or the OFF button to enable Nextiva Anywhere.

Activating Nextiva Anywhere

7. Press the plus (+) icon to add one or more numbers to notify anytime someone calls. Also, choose to add alerts for Click-to-Dial and group paging.

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Entering Nextiva Anywhere Numbers

8. Click Advanced Settings for more options such as: •

Outbound alternate phone number/SIP URI: This setting allows a secondary external number to be tried when attempting to connect to the Nextiva Anywhere location. Both the “ Phone number ” and “ Outbound alternate phone number ” will ring when this feature is enabled. • Diversion Inhibitor: This setting will prevent the Nextiva Anywhere location from re- forwarding the call to a secondary forwarding destination. • Answer Confirmation: This setting requires the User to press any key after answering the call. This will prevent unanswered calls from going to the external phone number's voicemail box. Instead, unanswered calls will be redirected back to the User's voicemail.

Hover over the

icon and click the

button next to the Nextiva Anywhere

feature names for more assistance.

9. Click Save. Nextiva Anywhere will activate automatically.

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Saving Nextiva Anywhere Number(s)

NOTE: This section only covers inbound routing services for Nextiva Anywhere.

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Activating Nextiva Anywhere via Nextiva Voice User Portal

Users can turn on Nextiva Anywhere by logging in to the Nextiva Voice Portal.

1. Visit www.nextiva.com, and click Client Login to log in to NextOS. 2. From the NextOS Home Page, select Voice. 3. From the Nextiva Voice User Dashboard, click Features in the upper-right corner.

Nextiva Anywhere User Configuration

4. Scroll down and click Mobility to expand the section and display all mobility features.

Expanded User Mobility Section

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5. Under Mobility, click the pencil icon or the OFF button to turn the Nextiva Anywhere feature on.

Activating Nextiva Anywhere

6. Click-to-Dial alerts the user's phone if Click-to-Dial is embedded on a webpage, and Group Paging enables group paging for the Nextiva Anywhere phone number. 7. Press the plus (+) icon to add one or more numbers to ring when receiving a call.

Entering Nextiva Anywhere Numbers

8. Click Advanced Settings for additional options such as:

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• Outbound alternate phone number/SIP URI: This setting allows a secondary external number to be tried when attempting to connect to the Nextiva Anywhere location. Both the “Phone number” and “Outbound alternate phone number” will ring when this feature is enabled. • Diversion Inhibitor: This setting will prevent the Nextiva Anywhere location from re- forwarding the call to a secondary forwarding destination. • Answer Confirmation: This setting requires the User to press any key after answering the call. This will prevent unanswered calls from going to the external phone number's voicemail box. Instead, unanswered calls will be redirected back to the User's voicemail.

Hover over the

icon and click the

button next to the Nextiva

Anywhere feature names for more assistance.

9. Click Save. Nextiva Anywhere will activate automatically.

Saving Nextiva Anywhere Number(s)

NOTE: This section only covers inbound routing services for Nextiva Anywhere.

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Remote Office

Remote Office allows a User to substitute a different phone number (such as a mobile phone, home phone, or even hotel phone) as their office phone number. When a caller dials the User ’s office number, the Remote Office feature will ring the device specified in the Nextiva Voice Portal. Outgoing calls require the use of the Nextiva App, software, or online application that interfaces with the Nextiva network. All options require an additional upgrade and are sold separately, except the Nextiva App, which is included in the Business Communication Pro suite. If the User is part of a call group, incoming calls will be delivered to the Remote Office number. An important distinction between Remote Office and Nextiva Anywhere is that Users can accept both call group and call center queue calls with Nextiva Anywhere, while call center queue calls will not be routed to the Remote Office phone number. The Nextiva App can also receive incoming calls from call groups and call center queues. However, call center incoming calls can only be controlled with the Windows and MacOS versions. iOS and Android versions are unable to change their ACD states to sign in and out of a call center queue.

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Activating Remote Office via Nextiva Voice Administrator Portal

Remote Office can be set up by Administrators by logging in to the Nextiva Voice Portal.

1. Visit www.nextiva.com, and click Client Login to log in to NextOS. 2. From the NextOS Home Page, select Voice. 3. From the Nextiva Voice Admin Dashboard, hover over Users and select Manage Users.

Manage Users

4. Hover over the desired User , and click the pencil icon to edit the User settings.

Edit User

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