Knowledge Base

The Voice Portal (user level)

The Voice Portal provides an Interactive Voice Response (IVR) application that can be called by Users of the Site from any phone, to manage some of their features and their Voice Mailbox, or to change their Voicemail Passcode.

A feature of the Voice Portal enables Users to automatically log in to the Voice Portal if calling from their own phone or device. If the Automatically Login To Voice Portal When I Call From My Phone feature is enabled, then when Users call in to the Voice Portal from their own phone, they are not prompted for a Passcode. Instead, the User immediately accesses the Voice Portal Menu. When this feature is disabled, then Users are prompted to enter their Passcode.

The Voice Portal provides a convenient way for Users to manage some of their features from any phone. In particular, the Voice Portal allows Users to:

  • Log in by dialling the Voice Portal number or extension, or by dialling a Feature Access Code (default is *62)
  • Manage their Voice Mailbox
  • Retrieve messages
  • Compose, forward, or reply to messages
  • Change greetings for Busy and No Answer
  • Select, and make active, a CommPilot profile that has been preconfigured through the Toolbar > Services.
  • Record a personalized name for their mailbox
  • Modify their Passcode

To access the Voice Portal menu, Users must dial either their mailbox number, the number of their Site Voice Portal or a configurable Feature Access Code. Each User can enable or disable auto-login to the Voice Portal. When the Voice Portal auto-login option is disabled, the login behaviour remains unchanged. When enabled, all scenarios where the system recognizes the calling User (and would usually prompt immediately for a password rather than their mailbox number), resulting in an automatic authentication, and the password collection phase is skipped.

Examples of automatically logging in to the Voice Portal are as follows:

  • Cloud Direct Users call their Site Voice Portal number from their own phone
  • Cloud Direct Users call their mailbox from their own phone

Upon connecting to the Voice Portal, Users are prompted for their mailbox (extension), and Passcode.

Note:  
If Users have activated the auto-login option then, when calling their Voice Portal from their own phone, they are prompted to enter only their Passcode.

On successful authentication, Users are presented with the main menu, offering the options described above.

Note: The Voice Portal presents only the options corresponding to the features assigned to the user. If a user does not have the feature offered by the Voice Portal in their feature pack, then the option is not offered as part of the menu.

Users then select the desired option from the main menu and navigate through the menus by pressing the corresponding DTMF keys on their phone. All options offered by the Voice Portal feature allow Users to revert back to the main menu, so multiple options can be selected during the same session.

The Voice Portal Wizard

The Voice Portal Wizard is optionally assigned to Sites, and assists Users the first time they log into the Voice Portal. Upon logging in, Users are guided through the following steps:

  • Change Passcode on first use (or after the Group or Company  Administrator has reset it)
  • Record personalized name

When the Voice Portal Wizard is active for a Site, all Users must go through the wizard before they can use the Voice Portal for the first time.

Passcode Rules

Passcode Rules enhance the Voice Portal security by providing a set of rules to minimize Voice Portal access by unauthorized parties. Cloud Direct defines a system level default Voice Portal Passcode rule. When the CSR Administrator has the Voice Messaging Group feature authorized for the Customer and Site(s), the Cloud Direct default system Passcode rule is applied. The Voice Portal Passcode Rules, as defined by Cloud Direct, cannot be overridden at the Customer/Enterprise or Site level or at the individual User level for reasons of security. The Passcode rules are described below and apply each time a User changes their Passcode.

Users must select a Passcode that follows the rules defined by Cloud Direct. If the Passcode they have selected does not comply with these rules it is rejected, and they will be prompted to enter another one.

The following rules are defined by Cloud Direct..

  • Passcode length –The length of the Passcode must be between 4 and 6 digits.
  • Trivial Passcode –This rule rejects Passcodes that are considered trivial, such as:
    • Repeated digits (for example, 11111, or 22222)
    • The User's own extension number
    • The User's own extension number reversed
    • 1234
  • Repeated Passcode – This rule rejects a Passcode that is the same as the previous Passcode or a reversal of the previous Passcode.

Passcode Ageing

This rule starts a timer when the User changes their Passcode. The change can be performed through the VoIP Business Portal on the User's Service Settings page, or through the Voice Portal voice menu.

When the timer expires, Users will receive system generated voice prompts requesting that they select a new Passcode before they are granted access to their Voice Portal. The User hears the following system announcement:

"Your Passcode has expired; please enter a new one now to get access to the Voice Portal. Please enter the new Passcode, followed by # sign."

The new Passcode can be selected via the VoIP Business Portal Service Settings page, or through the Voice Portal voice menu. The User will be asked to confirm their new passcode.

Cloud Direct has defined the Passcode Ageing timer at the system level to ensure security and minimise the potential of access from unauthorised persons. It is set at 60 days and cannot be overridden at the Site level, or at the individual User level.

Passcode Lockout

The passcode Lockout feature locks out a User's Voice Portal access after five unsuccessful login attempts in a row. Cloud Direct has defined the number of attempts before a User becomes locked out at the system level. This cannot be overridden at the Customer/Enterprise or Site level or at the individual User level. When locked out, a User Voice Portal account must be reset by the Group or Company Administrator before it can be used again. If the User tries to log in when the account is locked out, the User will hear the following system announcement,

"Your Voice Portal access is locked out. Please contact your group administrator to reset the Passcode. This operation cannot be completed at this time. Please hang up and try again later."

 

Configuring the Voice Portal

The User has control of various Voicemail/Voice Portal features through the VoIP Business Portal.

To configure a User's Voice Portal feature from the Business Portal:

  1. Navigate to Employees (select employee) > Features
  2. The Features page opens.
  3. In the Features page, Messaging section, locate Voice Portal and click Configure.

The Voice Portal page opens.

  1. Tick the following checkboxes as required:
  • Use Personalized Name for Auto Attendant and Voice Messaging - The Voice Portal feature gives a User the ability to upload and enable use of a recording of their own name. If the User chooses to use a personalized name, it is used for the default system greeting that is played to callers if the User does not answer the phone. If this checkbox is ticked then continue as follows to upload the personalized name.
  1. In the Upload Personalized Name field, click Choose File to open a browser window.
  2. In the browser window, navigate to the pre-recorded .wav file containing your personalized name, and click Open to upload it.

Notes:
This feature is only to upload a personal 'name'. Recordings should be as short as possible.
The file you upload must be a .wav file:- CCITT u-law, 8 kb, 8 kHz, with mono sound.
If  you require personal "Busy" or "No Answer" greetings then these must be recorded through the Voice Portal Interactive Menu.

  • Automatically Login To Voice Portal When I Call From My Phone – Tick this checkbox to enable automatic login to the Voice Portal from the User's own phone, without being prompted for a Passcode.  When this feature is disabled, then Users are prompted to enter their Passcode.
  1. Click Save.

The Voice Portal is now configured for use.