1. Simply click the "download as PDF" icon to the right of the Article title.
   
   
   

Answering Rules (where the Routing will forward)

1. Time Frames are “when” an Answering Rule takes effect.   Answering Rules control “where” the Routing for your Extension’s calls will go during that Time Frame.
   
   
2. The Answering Rule that is currently in effect for your Extension will always have a blue Active icon beside it. 
   
   
   
3. Answering Rules work on a “top-down” priority.  This means that if two Answering Rules are set to activate at the same time, the Answering Rule that is higher up in the list will be the Active Answering Rule. 
   
   
   
4. Priority is set this way by design.  For example, if a Holiday occurs on a Monday, and your normal Business Hours also occur on a Monday, Portal needs to know which Routing should take priority.
   
   
5. The Answering Rules tab is also where “ring time” for your Extension can be adjusted.   
   
   
   
6. Ring Time is the amount of time that your Extension will ring before the call is considered “unanswered” and follows the “When Unanswered” routing that you have set for the Answering Rule.
   
   

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How to Add a New Answering Rule

1. Choose the Answering Rules Tab.
   
   
   
2. All existing Answering Rules will show as a List, including your “Default” Rule. 
   
   
1. The Default Rule will activate whenever there are no other Time Frames higher in the Answering Rules list to take effect.  For example, if you have set Business Hours and no other Answering Rules, the Default Rule will activate when you are outside of your set Business Hours.
   
   
3. To add a new Answering Rule, choose Add Rule. 
   
   
   
4. A pop-up window will open.  Use the dropdown to select a Time Frame for when the Routing should occur.  Any Answering Rules already set for your Extension will show as “in use”. 
   
   
1. Select the Time Frame you would like to use.   For our example, we will be setting an Answering Rule to match the "Weekend Hours" Time Frame that we set. 
   
   
   
5. You have two options for your Call Routing.   
   
1. You may use Always to send the call directly to a single Device, Voicemail, or Phone Number with no additional adjustments.
   
   
2. You may use Simultaneous Ring to send the call to more than one Extension and/or to send the Call to a Phone Number with or without  added (also called “press one confirmation”). 
   
   
   
6. See the Routing Options below, make your selections, and then Save.
   
   
   

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Answering Rule Options

All Options

Option	Description
Enabled	By default, this option should always be checked unless a specific type of Answering Rule called a “Toggle” Time Frame is being used.    Toggle Time Frames Rule would be set up by Clarity, and you would receive instructions on how to use them at that time.
Do not disturb	When this option is chosen, all calls for your Extension will route directly to your Voicemail without ringing or alerting your devices.
Call Screening	When this option is chosen, all callers will receive a prompt to state their name prior to the call being connected to you.   The call will then connect to you, the recorded name will play, and you will be able to choose whether to answer the call or allow it to follow your “when unanswered” rule.
Always	Always is used when you want all of your Call Routing to directly forward to one Device, Extension, Voicemail, or Phone Number without any setting adjustments. This is often used to forward to an Answering Service or directly to Voicemail.
On Active	This is used to choose what the Call should do if you are already on an Active call.
When busy	This option is not currently in use for Clarity Voice domains.
When unanswered	This option should always be set.  It controls what happens to the call when your Ring Time has expired.  For example, if you are set to a 20 second Ring Time, and the call has already rung your Extension for the 20 seconds, you will want to set the "When Unanswered" option to route the call to the next destination.     The "When Unanswered" destination can be to your own Voicemail, an Answering Service number (or other outside phone number), or to another Extension.
When offline	This option determines where the call should route in the unlikely event that you lose internet/power, and your phone is no longer online. Typically, you would choose to either forward the call to your Voicemail, to your cell phone, or to an Answering Service, depending on what type of calls route to your Extension.
Simultaneous ring	Simultaneous Ring has the most flexibility for your Extension’s routing as it includes the ability to send the call to more than one destination.  Include user’s extension- When checked, your Extension will be included in the Routing.  Ring all user’s phones- When checked all devices for your Extension will ring.  The device must be online.    These devices include any device logged into the Mobile App and/or Web Phone.  Answering confirmation for offnet numbers- This option should always be checked if you are including routing to a cell phone.  It is sometimes called “press one confirmation”.  Additional extensions or phone numbers can be added by clicking the Add plus icon. Ring delay- Any extension or phone number added to the Simultaneous Ring routing can have a Ring Delay included.   For example, maybe you would like the call to first ring your Extension and after ten seconds (approximately two rings) you would like the call to also begin ringing your cell phone.   Simply click the Ring Delay clock icon and use the slider to adjust when a call should begin ringing the device/number.
Just ring user’s extension	This used to send all calls only to your Extension.

Note:  "Press One Confirmation" is one of the options in Answering Rules. When this option is chosen, the call will route to the outside Phone Number. 

Before connecting, the recipient/User will hear a "press one to accept this call" message.  If they press one, the call will connect to them.  If they do not, the call continues following all other routing.  Press One Confirmation is also known as "answer confirmation".

1. Having Press One Confirmation on ensures that not only does the recipient know that this is a Business call and how they should answer, but also ensures that the recipient's personal cell phone number does not apply its own rules to send the call to their personal cell phone Voicemail.   
   
   
2. If the call is being forwarded to an Answering Service or other similar entity, then Press One Confirmation is not needed. 

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Editing an Existing Extension Answering Rule

Choose the Answering Rules Tab.

All existing Answering Rules will show as a List, including your “Default” Rule. 

1. The Default Rule will activate whenever there are no other Time Frames higher in the Answering Rules list to take effect.  For example, if you have set Business Hours and no other Answering Rules, the Default Rule will activate when you are outside of your set Business Hours.
1. You will not be able to delete a Default Rule. 
   
   

Highlight the Answering Rule you would like to adjust.

1. The edit and delete options will appear on the right.   Click the Edit pencil icon. 
   
   
   

Make your adjustments.  If you need a reminder of the options available, scroll up to see the options above.

1. Make sure to Save.
   

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Using Smart Routing to Adjust Routing

Smart Routing is a fast way to see your Domain's Call Routing. 

1. You will be able to make changes, see Call Routing, and adjust Times.   
   
2. Smart Routing is available in both your Extension and Manager View.  Both Views will show the Domain Routing.
3. Any Phone Number that forwards directly to an Auto Attendant will not be displayed in Smart Routing. 
   

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Navigating Your Smart Routing

1. Click the Smart Routing Tab.
   
   
   
2. Your Smart Routing will take a moment to load. 
   
1. You will see a "loading" message while Smart Routing pulls your Domain information, Routing, and options. This is the expected behavior as it pulls the complete list of numbers from your Inventory.
   
   
   
3. Once this has loaded, you will see My Call Routing and My Timeframes. 
   
   
   
4. Each Call Routing will display the Call Queue name or Extension.
    
   
1. Hovering over the Phone icon will show you the Phone Number(s) that use this Routing. 
   
   
2. Hovering over the Caret icon will allow you to collapse Call Routing box so that your View is less cluttered.  Click the Caret icon again to reopen the Call Routing box.
   
   
   
5. See below for a detailed look at the My Call Routing options.
   
   
6. Each Time Frame will display the Dates/Times of the Time Frame so that you able to see "at a glance" what Times have been used.
   
   
1. Click the Settings gear icon to open a Time Frame pop-up window.  You may make changes directly from this window.  Make sure to click Save once all changes have been made. 
   
   
2. Hovering over the Caret icon will allow you to collapse Time Frames box so that your View is less cluttered.  Click the Caret icon again to reopen the Time Frames box.
   
   
   

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"My Call Routing" Smart Routing Options

For each Call Routing, you have five options:

Status

1. Status allows you to see if the Answering Rule for this Routing is currently Active (Green), the Default Rule (Black), or Disabled (Red).
   
2. Answering Rules that are currently Disabled can still be used if re-enabled. While in the Disabled state, they will not take effect during their scheduled times. They are, in effect, "paused" until re-enabled.   
   

Enable

1. If an Answering Rule is eligible to be re-enabled from this screen, you will see a switch that allows you to Toggle the status. 
   
2. These types of Answering Rules are called Toggle Time Frames.  Toggle Time Frames are always in the Disabled status until "toggled on" by re-enabling them.  If your domain has Toggle Time Frames set up, you will receive instruction on how they work and how to use them effectively.   
3. Toggle Time Frames can be Enabled/Disabled from Smart Routing, or a code may be used from any device in the Domain. 
   

Routing

1. The Routing Column will give you a readout of the Answering Rule's Routing.  This includes the actual User/Extension/Phone Number that the Routing forwards to, the "when unanswered" Rule, and any additional settings such as "if offline". 

When

1. Hovering over the "When" Column will tell you when this Answering Rule takes effect and the name of that Time Frame. 
   
   

Edit

1. Clicking on Edit will give you a pop-up of any Field that may be changed from Smart Routing. 
   
2. Changes made here are live and will take effect immediately, just as if they were changed from the User/Extension Answering Rule.
   
   

Blocking a Specific Caller from Reaching Your Extension

1. If a caller needs to be blocked from reaching your Extension, follow these instructions. 
   
   
2. Blocking a Caller from reaching your Extension does not affect your domain's Main Routing.  
   
   
3. If you need assistance in Toggling from your Manager View to your Extension View so that you may access your Extension Call Routing, scroll up to Extension View vs. Manager View. 
   

Instructions

1. Choose the Answering Rules Tab.
   
   
   
2. Choose Allow/Block.
   
   
   
3. In the Blocked Numbers column, type in the number you would like to block into the field.
   
   
1. Click the Add plus icon.
   
   
4. The blocked number will now be in the Blocked Numbers list.
   
1. Repeat for any additional numbers. 
   
   
   
5. When you are finished adding phone numbers, choose Done.
   
   
   

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Importing an Allow/Block Number List

If you have a list of numbers to Allow or Block for your extension, you may use the Import option to mass upload a list of phone numbers. 

1. Choose the Answering Rules tab.
   
   
   
2. Choose Allow/Block.
   
   
   
3. Choose Import.
   
   
1. Choose Download Template.
   
   
2. Open the Template and type in all of the numbers. 
   
3. Beside each number, enter yes or no on whether this number is allowed. 
   
   
4. Save the Template.
   
   
4. Choose Import again. 
   
   
1. Browse for the Template that you filled out, then click Upload. 
   
   
   
5. The numbers will now show in the appropriate column.  
   
1. Choose Done. 
   

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Types of Phones

Clarity Voice has multiple options to make and take calls.  Our Phone Options aim to give you the most flexibility in your business as possible, with options both in-office and on-the-go.

1. All of our Phone Options will display your Extension's Caller ID to the call recipient, eliminating the need to share your personal Cell Phone number with your business clients. 

Options included in Business Essentials:

Web Phone (also known as Clarity Office Anywhere):  Clarity Office Anywhere Web User Guide

1. Our browser-based Web Phone is accessible both as a pop-up window and as a downloadable version (PWA).
2. The Web Phone needs no special equipment to work, only your computer and preferred headset.  
3. Web Phone can be used in addition to a physical phone or in place of a physical phone.

Mobile App:  Clarity Office Anywhere Mobile App

1. Our Mobile App gives you the freedom to take calls wherever you are.  
2. Available for both Android and iPhone. 
3. Find yourself traveling or working in areas of low data signal or spotty Wi-Fi?  Contact us!  We'll help optimize your Mobile App settings and Call Routing.

Additional Options

Physical Phones

1. Clarity Voice carries deskphones.  Available phone models include Cordless options and Conference phones.   https://clarityvoice.com/products/business-phones/desktop-phones/
   

Clarity Cellular

1. Use the power of your cell phone!  Clarity Cellular allows you to make and take calls with your cell phone without the need for an App.   https://clarityvoice.com/clarity-cellular/
2. Using a second SIM, easily switch between your personal and business calls and texts, all on your own cell phone.
   

Teams Connector Call App

1. Our Teams Connector is especially designed for companies who use Microsoft Teams and would like to get the most out of their experience!   Article coming soon
2. Teams Connector allows you to access both Portal and your Extension (as a Call App) right from Teams.
3. The Teams Call App will allow you to make and take calls from your Extension, just as if you were using any other connected device.  It even has a Mobile option! 

CDP (also known as Clarity Desktop Pro)  https://clarityvoice.com/clarity-desktop-pro/

1. CDP is a downloadable soft phone option, tailored for both International and U.S. users.  

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Web Phone

The Web Phone can be used as an alternate phone to make/take calls or can be used as the primary phone for your Extension. 

1. Your Web Phone can be used for Inbound and/or Outbound Calls from your computer.  
   
   
2. If you will be using your Web Phone for Inbound calls, add it to your Inbound Routing options for your Extension.
   
   
3. The Web Phone will be in the “available” status for calls while you are logged into Portal. 
   
   
4. Both Chat and Texting (SMS) can be accessed from the Web Phone window.   
   
   
5. Your Web Phone can be accessed from both the Extension and Manager Views and does not require you Toggle to the Extension View to access the Web Phone.
   
   

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Web Phone View Options

The Web Phone has additional menu options that can be used to manage your Extension. 

1. The same options are available in "docked" position and in "full" position.    The difference is size and accessibility.
   
   
2. The Menu options in Web Phone are a limited version of your available Portal Tabs when in your Extension View. 
   

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Docked Position View

Contacts              Voicemail        Call History   Chat and SMS

There is an additional Menu that can also be accessed from Web Phone. 

1. Just click the three line Menu option. 
   
   
2. Under the Menu, you have access to:
   

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 "Expanded" Position View

1. Grab the corner of the Web Phone window and drag it outward to expand the window into its full size.  Your options are now in one large window and easily accessible.
   
   
   
   
2.   When you are ready, simply pull the Window back to its original size for convenient docking of all options.  
   
   

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How to Use Web Phone

1. In the top-right corner of your Portal, click Apps.
1. From the dropdown menu, choose Office Anywhere Web. 
   
   
   
2. First-time Users of Web Phone may need to give the Web Phone permissions to access the microphone.  Choose Allow.  
1. You will see a main menu message.  Choose Next. 
   
   
2.  You will see a profile area message. Choose Done. 
   
   
1. After the initial acceptance, Web Phone will not ask for these permissions or show these navigation prompts again. 
   
   
3.  To make an Outbound Call, choose the Plus button in the lower right corner. This will open the call options.  
   
   
1.  Click the Dial Pad icon.   
   
   
2.  Dial as normal. Press the green Call button when ready. 
   
   
   
4.  Once in the active call, you will have the options to:
   
1. Mute:  Your microphone will be Muted, but you will still be able to hear the call.  
2. Hold:  The call will be held for all parties on the call.  Your domain’s Music on Hold and any additional programmed Messages will play during this time. 
3. Add Call :  Clicking Add Call will allow you to add another person to the current call (conference call). The new person added can be from your Contacts list or you can manually dial their number. 
   
4.  Transfer:  You can transfer the call to a member of your Contacts list or manually add the number.  Click the Call phone icon beside the number.   
   
1. If you choose Blind transfer, the call will immediately forward to the chosen number.   Blind transfer is sometimes referred to as a “cold” transfer. 
2. If you choose Assisted transfer, your call will switch to pending transfer so that you can speak to the other party before you complete the transfer.  Assisted transfer is sometimes referred to as a “warm” transfer. 
3. Choose Complete Transfer when you are ready to complete the transfer of the call.  
   
   
5.  Park Call:  If your domain has Call Park Queues set up, you may Park the call into the Call Park Queue so that another Extension can pick up the call.  
6. Switch Phone:  If you would like to switch the call to another of your Extension devices, choose this option.  
7. Access Contacts:  This option will access your Contact List.  
8. Hide Call:  This option is in the More menu.   This will “hide” the current call in your window.  
   
   
5. When your call is complete, choose the red End Call icon.   
   

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Click-to-Call

There are several places in Portal where you can use Click-to-Call.  Click-to-Call allows you to click on a phone number in Portal, and Portal will call the number using your preferred phone device.

1. You may use Click-to-Call from your Contact List, Voicemail, or your own Call History.   
   
   
2. When in the Manager View, you will also be able to Click-to-Call from the Domain's Call History.
   
   
3. Phone Numbers that are eligible for Click-to-Call will appear in blue, similar to the appearance of a web link. 
   
1. When you hover over an eligible Phone Number, the Click-to-Call message will appear above it. 
   

Instructions

1. When the phone number is clicked, a small window will appear to allow you to choose your preferred Phone device. 
   
   
2. You will then click Call.
   
3. Your preferred device will dial the phone number for you, as normal. 

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Extension Music on Hold

Music on Hold is sometimes known as "message on hold", depending on how your Domain decides to use this option.  

1. You may add Music on Hold for your Extension.  This is the the Music and Messages that will be played if your Extension is dialed directly, and you place the caller on hold. This does not affect the Domain's Music on Hold that plays if you should receive a call through the Main Routing or Call Queue.
   
   
2. Setting an Extension Music on Hold is completely optional. If no Music on Hold is set, the Music on Hold will default to the Domain's Music on Hold. 
   
   
3. You may add Introductory Messages, Comfort Messages, and change the underlying Music. 
   
   
4. You may add more than one Music on Hold Recording.  These Recordings will play in order unless you select "Randomize music".
    
5. It is strongly recommended that any Recording uploaded be non-copyrighted material.  If you are part of a Franchise, Clarity may have your approved Franchise Music on Hold on file for you. 
   
   

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Changing/Setting Your Extension's Music on Hold

1. Click the Music on Hold Tab. 
   
   
   
2. You will be given the option to Add Music and Messages. 
   
   
   
3. To add Music, click Add Music. Browse for your Recording, Name it, and click Upload. 
   
   
1.   You may download, edit, or delete the Recording if needed.  If you choose to add more than one Music on Hold, you may let it play in order, or choose Randomize to play the Music in a random order. 
   
   
   

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Adding Messages to the Extension Music on Hold

1. Click the Music on Hold Tab. 
   
   
   
2. You will be given the option to Add Music and Messages. 
   
   
   
3. To Add Messages, click Add Message.   Messages are sometimes known as "comfort messages".  These Messages "break in" to the Music on Hold at whatever interval you set.  Many domains use these to:  thank the caller for waiting, offer alternative contact such as a website or email address, and/or to advertise special features. 
   
1. You will have the option to add Wait Status Updates. 
   
   
2. You will also have the option to Add a Message by using: Text-to-Speech, Upload, or Record.
   
   
   
4. To add an introductory Message, click Add Introduction.  Introductions will play in their entirety before the call is dispatched to an Agent.  Most domains will use this introduction to play a "calls may be recorded" message.
   
   
1. You will have the option to Add Introduction by using: Text-to-Speech, Upload, or Record.
   
   
5. Once your Music and Messages are set, you may look at additional options such as randomizing the music, changing Priority (which plays first), and the time between Messages.
   
   

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Extension Analytics

Analytics are available for your Extension.  The Analytics available here will give you the option to view a summary of your Inbound and/or Outbound calls for your Extension. 

1. Live Report Views will be saved as "Widgets". 
   
   
2. You may change the Date Range of your Analytics by choosing Override Date Range.
   
   
   
3. Overriding the Date Range is temporary and will not affect your saved Widget.

1. As an Advanced User, you will have an Analytics Tab for both your Extension and for your Domain. The instructions in this section are specific to your Extension only. 
   
   
2. If you need assistance in Toggling from your Manager View to your Extension View so that you may access your Extension Call Routing scroll up to Extension View vs. Manager View. 
   
   

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How to Add an Analytics Widget

1. Click the Analytics tab.
   
   
   
2. Click the Tools wrench icon.
   
   
   
3. Select Add Widget.
   
   
1. Choose your Report Type.
   
2. Choose Next.
   
   
   
4. Choose your Date Options.
   
1. Choose Next.
   
   
   
5. Choose the Group Options.  Use the Add/Remove icons to move Users (extensions) to the selected list.
   
1. Choose Next.
   
   
   
6. Choose the Call Type.  Use the Add/Remove icons to move Users (extensions) to the selected list.
1. Choose Next.
   
   
   
7. Choose your Advanced Options. Name your Widget and make additional Filter selections.
   
1. Choose Next.
   
   
   
8. Review Selections.
   
1. Choose Finish.
   
   
   
9. Your Widget will now appear on the Dashboard. 
   
   

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Viewing/Editing a Widget or Dashboard 

Viewing a Widget will allow you to see a deeper breakdown of the available information. 

1. You may also Print and Download from the View Widget option.
   

Instructions

1. Click the Analytics tab.
   
   
   
2. Click on the View magnifying glass icon on the Widget that you would like to view.  
   
   
   
3. The larger and more detailed view will appear. 
   
1. You will have the option to download or print the stats.  
   
   
2. Click the View magnifying glass icon again to close the view. 
   
   
4. To edit any Widget, simply click the Edit pencil icon on the Widget.
   
   
   
5. To edit or delete the Dashboard, simply click the Tools wrench icon.
   
   
1. Make your selection.

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Extension Call History and Call Recordings

Your Extension’s Call History and Call Recordings (if enabled) are available to you in Portal.  

1. All Call History will be defaulted to the current day.  
   
   
2. You may change the View by choosing the Filters option.   Filters will allow you to search by:  Date, Caller Number, Dialed Number, and/or Call Type.
   
   
3. You will have a Call History tab available in both your Extension and Manager Views. The instructions in this section are specific to your Extension. 
   
   
4. If you need assistance in Toggling from your Manager View to your Extension View so that you may access your Extension Call Routing scroll up to Extension View vs. Manager View. 
   
   

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How to View Your Extension Call History

1. Choose the Call History Tab.
   
   
   
2. A list of the calls made and taken for the specified date range will be displayed in the Call History list.  
   
   
   
3. You may adjust the dates that you are searching for by clicking Filters.
   
   
1. Make your choice, then choose Filter.
   
   
   
4. Highlight any call and additional options will appear to the right of the selected Call.
   
   
5. You may: 
   
   
1. Edit or Add Contact.
2. Download the Call Recording (if Call Recording is enabled for your domain).
   
3. Listen to the Call Recording (if Call Recording is enabled for your domain). 
   
4. Add Notes about the Call.  

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Video Chat and Meeting Options

Our Clarity Video Anywhere app allows you to Video Call with both internal and external Contacts right from Portal.

1. Meetings and Webinars can be created in Clarity Video Anywhere.
   
   
2. You may Start a Meeting, Schedule a One-time Meeting, or Schedule a Recurring Meeting.
   
   
3. Clarity Video Anywhere is available in both the Manager and Extension Views.   You will not need to Toggle to your Extension to use Clarity Video Anywhere. 
   
   

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How to use Clarity Video Anywhere

1. In Portal, click Apps. 
1. Choose Clarity Video Anywhere from the drop-down menu.  
   
   
   
2. Both Meetings and Webinars can be created in Clarity Video Anywhere. 
   
   
   
1. You may create a one-time Meeting or a Recurring Meeting by choosing Schedule a Meeting.  Make sure to Save your Meeting when your choices are complete. 
   
   
2. You may start an immediate Meeting by choosing Start a New Meeting.  Choose your options, if any, and click Next. 
   
   
1. The Meeting will immediately begin. 
   
   
3. You may also create a Meeting Room that can be joined at any time.   
   
1. These are especially handy for meetings or trainings that are not on a regular basis but do occur often. It gives all participants a "place" to meet up without having to schedule or start a new meeting. 
   
   
4. Make sure to Save your Meeting Room when your choices are complete. 
   
   
   
5. Existing Meeting Room information can be accessed by choosing Rooms and then the requested Room. 
   
   
1. The Join Information of the Room can be copied and shared quickly to participants. 
   
   
6. Once inside the Meeting, you have the option to Screen Share, Chat, and Record.
   
   
   

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1. You will find that many of the same options are available in multiple Tabs.  This is by design and allows you to manage easily and efficiently.  
   
   
2. All changes made are effective for your entire domain, regardless of where you accessed the option. 
   
   
3. If you need assistance Toggling from the Extension View back to your Manager View, scroll up to "Extension View vs. Manager View". 

Extensions vs. "Users"

1. Extensions have access to their own Call Routing and Phone Devices.  Extensions are assigned to a single Employee.
   
   
2. In addition to Extensions, we also have other types of Users, such as Shared Users and Routing Users.  Routing Users hold the Routing Answering Rules for a Phone Number.  For example, every Auto Attendant and Call Queue has a matching Routing User. 
   
   
3. Shared Users are used to share a specific feature.  For example, if more than one Extension needs access to a single Voicemail Inbox, rather than assign the Voicemail to a specific Exension, we may instead create a Shared Voicemail User and give the Extensions access to it.
   
   
4. Shared Users and Routing Users have no charge and will not be present on your monthly Invoice.   They will be present in the Users Tab in Portal so that you may adjust Routing as needed. 

"Listen In" Feature

Home Screen (in Manager View)

Home Screen is a great way to get details fast about the current Status of the Users (Extensions) and Domain.  It contains several Widgets of displayed information that may be interacted with. 

1. You may "Listen In" to live Phone Calls from the Home Tab. 
   
2. You may also view overall Statistics for the current Day and Month.  
   
   

Options in the Home Tab Manager View

Current Active Calls

1. Any call that is actively live in your Domain will be shown here.  You may see the Caller, number Dialed, and even the User's phone device that was used to make/take the call. 
    
   
   
2. You may also Listen in to a Live Call from the Current Active Calls Widget.   Just click the Listen in speaker icon. 
   
   
   

Call Graph

1. You may use the dropdowns to adjust the View by time or type of Call. 
   
   
   
2. Hovering over any line will display additional information about this time period.
   
    
   
3. You may print your results by clicking the Print printer icon.  You may use the Zoom feature to "zoom in" by Hour, Day, or Week.
   
   
   

Users and Applications

The Users and Applications Widget wil display the overall totals of Types of Users and Phone Devices for the Domain. 

1. Keep in mind that "Users" are the total Users, which includes both Extensions and Routing/Shared Users. 
   
   
2. Registered Devices refers to Phone Devices that have gone "online", even if they are not currently online at the moment.
   
   
3. Hovering over the "i" info icon will display the definition of the Statistic.
   
   
   
4. You may click the Refresh cycle icon at any time to refresh the displayed information.
   
   
    
   
   
   
   

Usage Statistics

Managing Your Domain's Users

1. You will have access to the Profile, Answering Rules, Voicemail, and Advanced Options (such as resetting the User's Password for them).
   
   

How Do I Update Another User's Profile Information?

1. You have access to update:   the User's Name, Department, Site, Time Zones, whether they are announced in the Directory, their Extension Caller ID, and their Voicemail PIN.
   
2. You must be in your Manager View to access Users. If you need assistance Toggling from the Extension View back to your Manager View, scroll up to "Extension View vs. Manager View". 

1. Click the Users Tab.
   
   
   
2. Search for the User that you will need to update.   Click on their Name. 
   
1. In our Example, we will be updating "Bob Rogers", extension 202. 
   
   
   
   
   
   
3. Once the User is chosen, you will be on the User's Profile tab by default. 
   
1. In our Example, we will be updating "Bob's" Voicemail PIN.
2. Make your changes, then Save. 
   
   

How do I Update Another User's Voicemail Options?

1. This is especially useful if you are onboarding a new Employee and want to set up their Voicemail Greeting for them.
   
2. You will have access to the same Settings that you do when managing your own Extension. 

1. Click the Users Tab.
   
   
   
2. Search for the User that you will need to update.   Click on their Name. 
   
1. In our Example, we will be updating "Bob Rogers", extension 202. 
   
   
   
3. Once the User is chosen, click Voicemail. 
   
   
1. In our Example, we are updating "Bob" to receive Notifications.
2. Make your changes, then click Save. 
   
   
   

How Do I "Remove" a User?

1. Resetting a User will remove their access, reset their Name, and clear Voicemails.   The User will then be available to be used by another employee.
2. You can Reset a User even if you do not have a replacement for the User at this time. 
   

1. Click the Users Tab.
   
   
   
2. Search for the User that you will need to update.   Click on their Name. 
   
1. In our Example, we will be updating "Bob Rogers", extension 202, who is retiring.
   
   
   
3. Click the Voicemail tab.  Before Resetting a User, it is best practice to ensure that they have no Voicemails to be attended to.  Voicemails cannot be recovered after deletion.
   
   
1. Look at the "Number of Messages" field.  In our Example, "Bob" has already cleared his own Voicemails. 
   
2. If there are any Voicemail Messages showing, contact us.  We will be able to access the Voicemails.  We can forward these to another Extension and/or download them for you.
   
   
   
4. If you are ready to proceed, click the Advanced Tab.
   
   
   
5. Click Reset User.
   
   
1. A pop-up window of options will appear.  Make your selections. Make sure to checkmark Recycle User (even if no new Employee is ready to replace the Employee).  Click Reset.
   
1. In our Example, "Bob" does not have a replacement yet. 
   
   
2. A new window will open. You will be asked if you are sure. If you would like to proceed, choose Reset again. 
   
   
   
6. Rename the User.  Add an Email Address.
   
1. If you do not have a new Email Address, type in a placeholder Email Address for now.  This ensures that the old Email Address clears completely.
   
2. Only send a Welcome Email if you have a new Employee who is ready to accept the Email.  Welcome Emails will expire in 3-5 minutes for security reasons. 
3. If you do not have a replacement Employee, name the Extension "Open" or "Available".  This will make it easier to locate the User later when you are ready to bring the new Employee on board.
   
1. Save.
   
   
   
2. You will now see the new User in your Users list.  The term "password required" notes that the User does not have a Password set up at this time.  
   
   
   

How Do I "Onboard" a New Employee?

1. Alternatively, you may send a Welcome Email for them manually by going to the Users Tab, choose the new User, then click Advanced. Choose "Send Welcome Email".  
   
   
   

1. If they are ready to receive the Welcome Email, then we will send it at that time.
   
2. If they are not ready, have them go to https://portal.clarityvoice.com/ when they are ready. 
   
1. Have them click "Forgot Password".   A reset password link will be sent to them so they can set up their Password.
   
   

Managing the Domain's Call Routing

1. Extension Call Routing is the Call Routing of your own individual Extension.  "Domain" Call Routing is the Call Routing of any of the Phone Numbers that are assigned to your Domain. 

1. The instructions listed here are meant to empower you to make changes to your Call Routing only if you should need or want to. 
   
   
2. Do not hesitate to reach out for major changes, guidance, or just a refresher training.
   
   

How Does Call Routing Work?

1. Initial Call Routing is set up by Clarity Voice.  You may make changes to this Call Routing at any time by logging into Portal. 
   
   
2. Call Routing consists of two pieces.  
   
1. One:  the Phone Number itself and the Routing User or Extension that it initially points to.
   
2. Two :  where the call should go next (Answering Rules) and when that should occur (Time Frames). 
   
   
3. If you have additional features in your Call Routing, such as Call Queues and/or Auto Attendants, you will also be able to control which Users are called and when.  You may also choose to present your customers with specific options to ensure they reach the right Department or Extension. 
   
   

How Do I Know How My Phone Numbers Are Routed?

1. Go to the Inventory Tab. 
   
   
   
2. This is where you will see a list of all of your Phone Numbers and which User they initially point to. 
   
1. You may use the Filters button to narrow your Search.  You may use the Export button to download the list once you have the view you would like.
   
   
   
3. Locate the "Destination" of the Phone Number. 
   
1. For our example, we are looking at User 3000. 
   
   
   
   
   
   
4. Go to the Users Tab.
   
   
1. Search for the User that your Phone Number pointed to.  Click on it.
   
   
1. If you do not see the User, make sure that System Users are not hidden. This option is in the bottom right.  Uncheck Hide System Users. 
   
   
   
5. Choose Answering Rules. 
   
   
1. You will now see a complete list of the Answering Rules for this Phone Number. In our Example, we can see that this Phone Number is currently in the After Hours Time Frame and the Answering Rule is routing to User 575 (After Hours Auto Attendant) currently.  We know this because the Answering Rule that is currently in use will always have a blue Active icon beside it. 
   
   
2. Just as it does with your Extension, Answering Rules work on a top-down priority, meaning that if there are two Answering Rules set to activate at the same time, the Answering Rule that is highest in the list will take priority.   
   
3. Just as it does with your Extension, the Default Rule will always activate if no other Answering Rules are set to go into effect.
   
   
6. If you are unsure what Times are set in the Time Frames, go to the Time Frames Tab and choose the Domain name. 
   
   
1. Choose the Time Frame to see the times that the Answering Rule will go into effect. 
   
   

Auto Attendants

Changing a Menu Prompt Auto Attendant Greeting

1. Status – You can set the Agent's initial Status to Online or Offline.  The agent will be allowed to update their own status once they are in the Queue by logging in/out.
   
   
2. Wrap Up Time – The number of seconds before an Agent is made available to take a call again.  This is sometimes known as "after-call work". 
   
   
3. Max Simultaneous Calls – The maximum number of calls the User can be on at one time.  For Call Center environments, this is generally set to (1).  For small offices, this is sometimes set higher, depending on business needs. 
   
   
4. Queue Priority for Agent – The priority for the Agent in the queue. Lower numbers are prioritized higher. This allows you to set agents with the higher skill level to be prioritized when a call comes in.
   
   
5. Request Confirmation – An agent can ‘Confirm’ receiving a call once they pick up the phone and press ‘1’.  This is generally used for External Agents only who are using cell phones to answer business calls. 
   
   
6. Auto Answer – Will answer the call automatically based on queue type. For a Round Robin queue, this will be the first agent to ring. For Ring All or Call Park, it will be the longest idle agent.

1. Click the Music on Hold Tab. 
   
   
   
2. A list of Users with Music on Hold will be displayed. Click on the Domain.
   
   
    
   
   
3. You will be given the option to Add Music and Messages. 
   
   
   
4. To add Music, click Add Music. Browse for your Recording, Name it, and click Upload. 
   
   
1.   You may download, edit, or delete the Recording if needed.  If you choose to add more than one Music on Hold, you may let it play in order, or choose Randomize to play the Music in a random order. 
   
   

Changing a Call Queue's Music on Hold

Adding Messages to the Call Queue Music on Hold

Accessing the Domain's List of Phone Numbers

1. Inventory will allow you to see and Export a list of your Phone Numbers.  Although you may technically edit which initial User the Phone Number points to, it is highly recommended that you contact us if a change to the initial User should be made.  We will make the adjustments and ensure the new Routing is working as intended. 
   
   
2. If Portal Faxing is enabled, Clarity will add your Fax Numbers for you.