Executive & Executive Assistant

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Feature Description

1. Overview

The Executive / Executive Assistant services allow an Executive to select from a pool of Assistants, who have been assigned the Executive Assistant service and who can answer or place calls on their behalf. Executives can apply filters and set up screening based on call origination. Executives can also assign schedules for when calls should be handled by the designated Assistants. Assistants have the ability to set the Call Forward destination as well as choosing to Opt In or Out of an Executive’s pool.

  • 1.1. Executive Service – Feature Details

A user becomes an executive when they have been assigned the Executive service. The executive can then configure the following Executive service options:

  • Assistants – The executive can configure the list of assistants that are assigned to the executive, and can set whether or not the assistants can opt in or opt out. The list of assistants is ordered for sequential alerting purposes, and all assistants must be within the executive’s group/enterprise.
  • Filtering – The executive can configure whether filtering is enabled, the filtering mode to use for filtering, the filter type to use for the simple filtering mode, and the criteria to be used for the advanced filtering mode.
  • Screening – The executive can configure whether screening is enabled, the alert type to use for screening, and whether to alert specific types of locations for screening.
  • Alerting – The executive can configure the alerting mode for filtered calls, the contents of the Calling Line ID (CLID) name and number for filtered calls, the timer for advancing to the next assistant for filtered calls using the sequential alerting mode, the timer for triggering the rollover action for filtered calls, the rollover action to apply for filtered calls, and the timer to use for call push recalls.
  • 1.2. Executive Assistant Service – Feature Details

A user becomes an assistant when they have been assigned the Executive-Assistant service. The assistant can then configure the following Executive-Assistant service options:

    • Divert – The assistant can configure whether the divert option is enabled, and the address to divert filtered calls to.
    • Opt-in/Opt-out – For any executive the assistant is assigned to, that has the Executive service’s Allow Assistants to Opt-in/Opt-out of Pool option enabled, the assistant can configure whether they have opted in or opted out for that executive.

Executive/Executive Assistant – Use Cases

Use Case: Site Provisioning – Site Admin assigns Features to Users

Location: My Site → User Features → Executive/Executive Assistant Tab

Once the features have been ordered for the Site, a Site Administrator needs to assign the Features to Users within the Site.

Please note the following:

  1. License counts for the Executive and Executive Assistant features can befound at the top of the screen.
  2. Only Users who have been assigned a Standard or Premium station type willappear in the assignment table
  3. A User may be assigned either the Executive or Executive Assistant featurebut not both.
  4. The Assignment of Assistants to Executives occurs at the My Phone Userlevel.

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Use Case: Executive User Configuration – Assigning Assistan

Location: My Phone → My Features → Executive Tab → Assistant Tab

Once the Executive Service has been assigned to an End User, the End User can now log into their My Phone portal to configure their new Feature. The first step will be for the Executive to assign Assistants to his Executive pool. Once assigned to the Executive’s pool, the Assistants will be able to place and receive calls on behalf of the Executive. As seen in the screen below, the Executive simply drags an available Assistant from the box on the left to the box on the right. The confirmation box at the top of the screen will confirm the selection.

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Note – Only Users assigned with the Executive Assistant feature will appear in the Available User List.

Use Case: Executive User Configuration – Configuring Filters

Location: My Phone → My Features → Executive Tab → Filtering Tab

The next step is for the Executive to choose when and which types of calls should be handled by their Assistant(s). This is accomplished on the Filtering Tab seen below. There are two primary options for Filtering, Basic and Advanced.

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Configuration Screen:

  1. Configuration Confirmation – provides feedback when configuration changes are made.
  2. Enable Call Filtering – – this turns Filtering On / Off
  3. Enable Basic Filters – a quick filtering solution with Basic filtering options.
  4. Enable Advanced Filters – allows for more complex Filtering options. – Advanced filters are Activated via the Active checkbox next to each filter.

Note – Filters that are not active will not be applied even when Filtering is enabled.

  1. Basic filtering consists of simple choices, like: All Calls, All Internal Calls, and All External Calls. See Screen Clip below. Configuration choice is confirmed in the Message box at the top of the page.
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  3. Advanced filtering consists of more complex filtering options. To start building an Advanced Filter, click on the Add button at the bottom of the Filtering tab. Advanced filters consist of five (5) primary parts:
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Configuration Options:

  1. Description – Alphanumeric string not to exceed 20 characters
  2. Filter Call
    1. Option 1 – “Filter call” – By choosing this option, the rules within the filter will be applied to the telephone numbers specified.
    2. Option 2 – “Do not filter call” – By choosing this option, the telephone numbers specified will NOT be filtered and thus NOT routed to Assistants.
  3. Choosing a pre-configured Time Schedule and / or Holiday Schedule
    1. Time Schedule / Holiday Schedule – these schedules are configured outside of the Executive Tab and must be pre-configured prior to creating the Filter rule.
      Schedules are created the via My Phone → My Rules → Schedules Tab
  4. Specify the Calling Telephone numbers to route
    1. Specify which inbound Calling telephone numbers to apply to the filter.
  5. Choose the Destination Telephone numbers that should be routed
    1. Choose which Called telephone numbers to apply to the filter.

Use Case: Executive User Configuration – Configuring Screening

Location: My Phone → My Features → Executive Tab → Screening Tab

When Executive Call Screening is enabled, the executive’s own locations can also be alerted for the call specified in the Filter tab.

The Executive can choose to be altered for Filtered call at the following secondary locations:

  1. Mobile Location – the TN specified in the Executive’s Mobility settings. This is configured in the My Phone portal → My Features → Mobility.
  2. Anywhere Location – the TN specified in the Executive’s Office Anywhere settings. This configured in the My Phone portal → User Features → Office Anywhere.
  3. Shared Call Appearing Locations – the locations that have been configured by the Site Administrator where the Executive’s TN is configured in My Site → User Features → Sharing tab.

Note – There is no Executive service setting for the executive’s primary location, so it is always considered valid for screening from the Executive service perspective. In addition to these Executive secondary locations, the existing controls for the Executive’s Primary locations apply as well. For example, locations that have been disabled entirely are not alerted for screening. If the executive does not have any locations enabled for screening purposes, then Executive Call Screening is essentially disabled and only the assistants are alerted for the filtered call.

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Use Case: Executive User Configuration – Configuring Alerting

Location: My Phone → My Features → Executive Tab → Alerting Tab

The Alerting tab allows the Executive to configure ring options for inbound calls, rollover options, and Caller ID presentation when calls roll to their Assistants.

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Alert Tab Configuration Options:

  1. Assistant Alerting Mode
    1. Simultaneous – rings all of the Assistant’s phones at the same time.
    2. Sequential – rings the Assistant’s phones in the order they appear in the Assistants tab.
      1. Recalled Pushed Calls Later
    1. This defines the number of rings to an Assistant before the call is returned back to the Executive.
      1. Call Advance to Next Assistant After
    1. The number of rings to an Assistant’s phone before the call progresses to the next Assistant.
    2. Note – Only applicable if the Assistant Alerting mode is set to Sequential.
      1. Enable Rollover after waiting – set a time limit before the rollover action is applied. Limits are from 0 to 120 seconds.
      2. Rollover To – specify the action to take on a Rollover event.
    1. Voice Messaging – send callers to the Executive’s voicemail
    2. Forward – specify a call forward telephone number. (160 digits max)
    3. No Answer Processing – follows the Executive’s normal Voice Messaging – No Answer treatment that has been configured by the Executive via his My Phone → My Messages portal.
      1. Caller ID shown on Assistant’s phone
    1. Caller ID Name – Caller ID Name presented to the Assistant’s Phone
      1. Executive Name – displays the Executive’s name to which the call was placed.
      2. Originator Name – displays the original Calling Party’s Caller ID Name.
      3. Custom
        1. Alerting Customer Calling ID Name – any alphanumeric string up to 60 characters.
        2. Unicode Alerting Customer Calling ID Name – any combination of alphanumeric and unicode characters up to 60 characters.
    2. Caller ID Number – Caller ID Number presented to the Assistant’s Phone
      1. Executive Number – displays the Executive’s primary telephone number as the Caller ID number to the Assistant’s phone.
      2. Originator Number – displays the original Caller ID telephone number of the Calling party as the Caller ID number to the Assistant’s phone.
      3. Custom
        1. Alerting Custom Number – a custom numeric string up to 23 numbers in length that will be presented to the Assistant’s phone.

Use Case: Executive Assistant User Configuration – Configuring Alerting

Location: My Phone → My Features → Executive Assistant Tab

From here, an Executive Assistant can configure whether the divert option is enabled, and the telephone number to divert filtered calls, and also, configure whether they have opted in or opted out of an Executive’s pool

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Executive Assistant Configuration Options:

  1. Call Forward to Phone Number – specify a number where the Executive’s calls should ring to. (Max. 160 numeric digits)
  2. Enable forward filtered calls – Enable / Disable Call Alerting.
  3. Opt-in – Choose which Executive you will be Assisting (Check to enable)

Executive/Executive Assistant – Feature Access Codes

The Executive/Executive Assistant features add additional Feature Access Codes (FAC) functionality that Users can use to enable / disable certain functionality from an IP Phone that is tied to the primary telephone number (extension).

Executive – Feature Access Codes

Feature Access Code Name Default Value Associated Services
Executive Call Filtering Activation* #61 Executive
Executive Call Filtering Deactivation* #62 Executive

* Does not require additional digits when dialed.

Executive Assistant – Feature Access Codes

Feature Access Code Name Default Value Associated Services
Executive-Assistant Call Push** #63 Executive-Assistant
Executive-Assistant Initiate Call** #64 Executive-Assistant
Executive-Assistant Opt-in** #65 Executive-Assistant
Executive-Assistant Opt-out** #66 Executive-Assistant

** Requires additional digits when dialed.

Calling Sequence Example – FACs that require additional digits

Example 1:

The following is an example of the valid dialing sequences for the Executive-Assistant

Opt-in feature access code:

  • #65, then prompted for the Executives Telephone Number or Extension – Executive-Assistant Opt-in feature access code dialed by itself
  • #654433 – Executive-Assistant Opt-in feature access code dialed with an executive’s extension number of 4433

If the executive’s address was not provided with the feature access code, then the assistant is prompted for the executive’s address. The executive’s address can be any valid address for the executive, such as a telephone number or extension.

Example 2:

The following is an example of the valid dialing sequences for the Executive-Assistant

Initiate Call feature access code:

  • #64, then prompted for the Executives Telephone Number or Extension, then prompted for destination telephone number – Executive-Assistant Initiate Call feature access code dialed by itself
  • #647135551212, then prompted for destination telephone number – Executive-Assistant Initiate Call feature access code dialed with an executive’s telephone number of 713-555-1212

f the executive’s address was not provided with the feature access code, then the assistant is prompted for the executive’s address. The executive’s address can be any valid address for the executive, such as a telephone number or extension.