Welcome to Cogeco's Hosted PBX. This guide will help get you up and running with the Customer Portal for Business Group Administrators (BG Admin). The Customer Portal BG Admin User Interface makes it possible for Business Group Administrators to view and manage the different features of their business phone service through their Customer Portal account.*
Ready to get started? (Consult your administrator regarding your default password. Once you log in, you will be prompted to create a new password.)
*This guide is representative and may vary from your individual Hosted PBX BG Admin Customer Portal screen.
A Business Group Administrator will initially see the Home page when logging into the Customer Portal BG Admin UI. The Customer Portal BG Admin UI Home page displays icons of all the services available in the Business Group as well as a scrollable left-hand sidebar, both of which provide links to screens where the BG Administrator can view and configure each service.
The left-hand sidebar also includes the following links.
The BG Admin can click on this link to see information about the options on the particular page they are currently viewing.
The BG Admin can use this link to send feedback if they encounter problems using the Customer Portal BG Admin UI.
BG Administrators can view and change the settings for any Hunt Groups (MLHGs) in their Business Group or Department. A Hunt Group (also referred to as a Multi Line Hunt Group or MLHG) is a collection of Business Group lines. Calls to a Hunt Group are passed to the first non-busy line in the group or to all non-busy lines simultaneously. If all lines are busy, then the caller is added to a queue. A Hunt Group may be used to create a small Call Center.
If you are using Cogeco's Integrated ACD product, you may configure this service on a maximum of 10 Hunt Groups in a single Business Group. The Hunt Groups page lists all of the Hunt Groups in the Business Group or selected department (not including those in sub-departments).
If you are using Cogeco's Integrated ACD product in one or more Hunt Group in a Business Group, this screen will also display the Service Level to indicate whether this Hunt Group can use either the Integrated ACD Basic and/or Premium service. If there is a limit on the number of licenses which can be used in the Business Group, the BG Admin will also be able to see how many ACD Basic and/or Premium licenses are currently available for use in this Business Group or Department.
On this screen, the BG Administrator can:
On the configuration screen for an individual Hunt Group, the BG Admin can:
BG Administrators can view and change the settings for any Call Pickup Groups in their Business Group or Department. Incoming calls to a Business Group Line that is a member of a Call Pickup Group can be answered by any other member of the Call Pickup group, who simply presses a key to connect to that call. The Call Pickup Groups page lists all of the Call Pickup Groups in the Business Group fragment or selected department (not including those in sub-departments).
On this screen, the BG Admin can:
On the Call Pickup Group Configuration screen, the BG Admin can:
If your deployment includes Integrated ACD, BG Admins who are also ACD Supervisors can access the Supervisor Dashboard directly the Customer Portal BG Admin UI. Integrated ACD (Automated Call Distribution) is a separately-licensed Customer Portal component that provides BG Administrators with detailed information about the activity of the MLHGs that they are managing.
If the BG Admin is also an ACD Supervisor, they will see the Supervisor Dashboard link on the Customer Portal BG Admin UI. Clicking this link launches a new browser window that enables the administrator to view a range of graphs for all the MLHGs that they administer (Department Administrators will only see their department and, if configured, sub-departments).
BG Administrators who are also ACD Supervisors will also be able to use this screen to launch the ACD Report Scheduler to generate and schedule reports on MLHG activity.
BG Administrators can view and change the settings for all the lines in their Business Group or Department. The Lines page displays all the lines in the selected Department, using icons to indicate lines of a particular type. The BG Admin can also click on the following links to view screens that only contain lines of a particular type.
There are a range of options on these pages. On the main Lines page, the BG Admin can use the Download all Lines button to download a CSV file which contains information about all the lines in this Business Group. This CSV file contains the name, DN and department of each line, ordered by the department to which the lines belong.
On all the pages, the BG Admin can use the Search for text box to search for any value in the table to find a particular line.
The BG Admin can use the Actions dropdown alongside a line to
Attention: Resetting an account is a significant change that takes a few seconds to complete, and cannot be reversed. The existing account is stripped—all messages and contacts are deleted, personal settings and schedules are removed and service options are returned to the Class of Service values. Subscribed services are still available, but may be disabled awaiting reactivation by the new subscriber.
The Reset Line option allows the BG Administrator to allocate the selected line to a different subscriber. Resetting a line removes all the current data associated with the line, including any call lists.
BG Administrators can assign phones to lines in the Department or Business Group, and click a link to launch the Customer Portal Phone Configurator where they can view and make changes to phone profiles. The Phones page lists all the SIP phones in the Business Group or Business Group fragment or selected department.
The BG Admin can:
The BG Administrator can make changes to the configuration for all the Departments for which they are administrators. On the Departments screen, the BG Administrator can view details of all the Departments for which they are an administrator, and also add new departments.
The BG Admin can click on any of the existing departments on this screen to launch a pop-up where they can:
The BG Administrator can view and make changes to the short codes used in a Department or Business Group. Short Codes allow subscribers to call a number by dialing the short code rather than the whole number. On the Short Codes screen, the BG Admin can see all of the Short Codes in the Business Group fragment or selected department (not including those in sub-departments).
The BG Admin can:
The BG Administrator can configure the Business Group's Account Code settings, and create and edit a list of Validated Account Codes.
On the Account Codes screen, the BG Administrator can see which types of call require an account code to be entered before they can be made, and, if account codes have been assigned, a list of these account codes.
Note: Only the BG Administrator for the whole Business Group fragment can access the Account Codes page.
On this screen, the BG Admin can
The BG Administrator can view and configure the extensions that can be used in their Business Group or Department.
On the Extensions screen, the BG Administrator can see all the extensions that are currently configured in the Business Group or Department. These extensions can be used to quickly dial other numbers in the Business Group.
Note: Only the BG Administrator for the whole Business Group fragment can access the Extensions page.
On this screen, the BG Admin can
BG Administrators with the appropriate permissions can download Call Logs for a specific period of time.
Note: Only BG Administrators with suitable permissions can see the Call Logs screen.
On the Call Logs screen, the BG Admin can:
Error messages are displayed if any of these filters are set to incorrect values.
The UI will validate these filters once the Download button is clicked, and then display a dialog box while the report downloads. The BG Admin cannot access the main page or navigate to another page during this process, although they can cancel the operation. Once downloaded, the report can be opened in a spreadsheet application such as Microsoft Excel.
The BG Administrator can click on the Call Recording menu button to access the default Call Recording Server where they can configure their call recording service.
Note: The Call Recording tab is only visible if Call Recording is enabled for the Business Group.
The BG Administrator can access configuration pages for Music on Hold directly from within the Customer Portal BG Admin UI.
The BG Administrator can click on the Music on Hold link to configure this service. This will open a new window containing the appropriate configuration interface.
The BG Administrator can use the Misc. Settings screens to view a range of settings for their Business Group or Department. On the Misc Settings screen, the BG Admin can see the Number Blocks screen, and click additional tabs to view External Call, Call Notifications and Other Settings screens.
On the Number Blocks screen, the BG Admin can see a list of the Telephone Number Blocks in their Department or Business Group, and the number of lines that are currently allocated in each block.
On the External Calls screen, the BG Admin can see if there are any limits on calls made outside of the Business Group or Department as well as the codes set for local, long distance and international carriers.
The BG Administrator can use the Call Notifications screen to enable or disable Emergency Call Notifications and, if these notifications are enabled, configure the targets who will receive either an email or outdial notification whenever an emergency call is made by one of the lines in the Business Group.
Note: The Call Notifications tab is only visible if the Business Group is subscribed to the Outgoing Calls Notifications service.
The BG Administrator can click Disable Emergency Call Notifications to turn call notifications off. When Call Notifications are disabled, this button displays Enable Emergency Call Notifications.
On this screen, the BG Admin can:
On the Other Settings screen, the BG Admin can configure the following options.
The following are just a few examples of the settings you can adjust in the Users, Attendants and Phones screens:
Select the desired user, and then clicking on Incoming calls will:
Open Call Manager, then Send to voicemail after (adjust the number of seconds before your extension goes to VM (1 ring = 5 seconds)
Change the internal name for each phone in the field after “If not withheld, signal my name as”
Select the desired attendant, and then click:
Select the desired phone, and then click:
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