Find out how to change or record an IP Office Hunt Group mailbox greeting, add or remove extension users and set and record queuing announcements.
Change or record an IP office Hunt Group mailbox greeting
To change or record a Hunt Group mailbox greeting:
- Dial *17 from any extension.
- Enter the Hunt Group mailbox number.
- If you’re prompted to enter a password, enter the four digit password and then press the # key.
- Press digit 3 on your keypad.
The following options are available:
- Listen to greeting: Press 1 (listen to latest saved recording)
- Record a new greeting: Press 2 (speak after the tone)
- To end the recording: Press 2
- Save a new greeting: Press 3(if you hang up before pressing 3 the message won’t save)
- Save a new greeting as a loop (as an announcement only): Press 4
Add or remove an extension user from a Hunt Group
If you need to add or remove an extension user from a Hunt Group using the IP Office Manager:
Adding an extension user to a Hunt Group
To add an extension user:
- Log into IP Office Manager.
- Click and expand Hunt Group.
- Click on the Hunt Group to be changed.
- The User List will show all the extension users assigned to this Hunt Group.
- Select Edit.
- Select the Extension Users you want to assign to the Hunt Group and select Append.
- The extension users are now assigned. You can assign more extension users if required or select OK.
- Select OK again and send the updated configuration to the IP Office by selecting Merge.
Removing an extension user from a Hunt Group
To remove an extension user:
- Log into IP Office Manager.
- Click and expand Hunt Group.
- Click on the Hunt group to be changed.
- The user list will show all the extension users assigned to this Hunt Group.
- Select the Extension User you want to remove.
- Select Remove.
- Select OK to save the changes and send the updated configuration to the IP Office by selecting Merge.
Hunt Group queuing announcements
How to record a Hunt Group queuing announcement
If the Hunt Group has queuing (default setting) enabled, you’ll need to record queuing announcements.
There are two default short codes that you can use to record announcements.
The default short codes are:
*91N
This will record announcement 1.
For example, to record announcement 1 for a Hunt Group on extension 300, dial *91300# and follow the instructions to record the new announcement.
*92N
This will record announcement 2.
For example, to record announcement 2 for a Hunt Group on extension 300, dial *92300# and follow the instructions to record the announcement.
Things to be aware of:
- The maximum length for announcements is 10 minutes.
- Announcements are played to callers waiting to be answered.
- For announcements to be used effectively the Hunt Group's Voicemail Answer Time (found on the Hunt Group Tab) must be extended or Voicemail On (found on the Voicemail tab) must be unselected.
How to setup a Hunt Group queuing announcement
To setup your Hunt Group queuing announcement:
- Log in to IP Office Manager.
- Select the User or Hunt Group for which announcements are required.
- View the Announcements tab and make your required changes. See below for announcement explanations.
- Click OK to save the changes.
- Merge the configuration back to the IP Office.
Announcement Explanations
- Announcements On: Default = Off.
This setting enables or disables announcements. - Wait before 1st announcement: Default = 10 seconds. Range = 0 to 9999 seconds.
This setting sets the time delay from the calls presentation, after which the first announcement should be played to the caller.
If Synchronize Calls is selected the actual wait may differ, see below. - Flag call as answered: Default = Off.
This setting is used by the IP Office Custom Call Centre application.
By default they do not regard a call as answered until it has been answered by a person.
This setting allows calls to be marked as answered once the caller has heard the first announcement.
This setting is not used by the IP Office Customer Call Reporter application. - Post announcement tone: Default = Music on hold.
Following the first announcement, you can select whether the caller should hear Music on Hold, Ringing or Silence until answered or played another announcement. - 2nd Announcement: Default = On.
If selected, a second announcement can be played to the caller if they have still not been answered. - Wait before 2nd announcement: Default = 20 seconds. Range = 0 to 9999 seconds.
This setting sets the wait between the 1st and the 2nd announcement. If Synchronize Calls is selected, the actual wait may differ, see below. - Repeat last announcement: Default = On.
If selected, the last announcement played to the caller is repeated. This will continue until they are answered or hang-up. - Wait before repeat: Default = 20 seconds. Range = 0 to 9999 seconds.
If Repeat last announcement is selected, this setting sets is applied between each repeat of the last announcement. If Synchronize Calls is selected, this value is greyed out and set to match the Wait before 2nd announcement setting. - Synchronize calls: Default = Off
This option can be used to restrict how many voicemail channels are required to provide the announcements. - Off
When Synchronize calls is off, announcements are played individually for each call. This requires a separate voicemail channel each time an announcement is played to each caller. While this ensures accurate following of the wait settings selected, it does not make efficient use of voicemail channels. - On
When Synchronize calls is on, if a required announcement is already being played to another caller further callers wait until the announcement been completed and can be restarted. In addition, when a caller has waited for the set wait period and the announcement is started, any other callers waiting for the same announcement hear it even if they have not waited for the wait period. Using this setting, the maximum number of voicemail channels ever needed is 1 or 2 depending on the number of selected announcements.