RingCentral Office@Hand from AT&T
Mobile App
Guide
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Table of Contents | 2
Table of Contents
6 Overview
11 The Main Menu
15 Making a Phone Call
15 RingOut
16 RingOut Mode
16 VoIP Calls
17 Conferencing: Conference Calling
18 Business SMS
19 Faxing
19
Receiving and Viewing Faxes
19 FaxOut from Mobile App
20 Choosing a Default Fax Cover Sheet
20 Email Addresses That Can Send Faxes
21 Send a Fax from Your RingCentral Online Account
22 Call Recording
22 On-Demand Call Recording
22 Automatic Call Recording
23 Call Recording—Important Legal Requirement
24 Do Not Disturb (DND)
24 Call Log
24 Mobile Call Quality Indicator (CQI)
25 Presence
27 Managing Your User Settings
27 My Extension Settings
27 User Info
28 User Hours
29 Phones & Numbers
30 Call Screening, Greeting & Hold Music
30 Screening and Blocking Calls
31 After Hours Greeting
32 Call Handling & Forwarding
32 User Hours Call Handling & Forwarding
32 After-Hours Call Handling & Forwarding
33 Incoming Call Information
34 Call Flip
34 To use Call Flip
34 To add numbers to your Call Flip list
35 Call Handling – Advanced Rules
35 To create an Advanced Rule
36 Messages & Notifications
36 Voicemail Greeting
36 Notifications
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39 My Mobile App Settings
39 VoIP Calling
39 Caller ID
39 RingOut Mode
39 To make a RingOut call
40 Default Launching
40 Cloud Storage
40 Tell a Friend
40 About RingCentral
40 Re-sync Messages Inbox
40 Logout
41 Admin Phone System Settings
42 Company Numbers and Info
42 Direct Extension Numbers
43 Using an Existing Number (Porting and Forwarding)
43 To Transfer an Existing Number
43 To Forward your Calls
44 Auto-Receptionist Settings
44 Company Business Hours
44 How to Handle Incoming Calls: Greetings & Company Calls
45 Company Greeting
45 Recording your Company Greeting over the Phone
45 The Company Operator Extension
46 Company Dial-by-Name Directory
47 Groups
47 Benefits
47 Call Queues
48 Add a Call Queue Group
48 Call Queue Info
49 Call Queue Group Members Availability
49 Call Queue Group Member Availability and Wait Time
Settings
50 Call Queue Business Hours
50 Call Queue Greeting
51 To record a custom greeting
52 Group Call Handling
53 Advanced Call Handling for Groups: Rules
54 Group Messages/Voicemail Greetings
55 To record a custom Group voicemail greeting
55 Call Queue Notifications
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57 Paging Only Groups
57 Creating a Paging Only Group from your RingCentral
Online Account
58 How to Page
58 Create an Announcement-Only Extension
59 To record a custom announcement
59 Create a Group Messages-Only Extension
60 To record a custom greeting
61 Other Administrator Settings
61 Some settings unique to the Administrator
62 Billing
62 Service Plan
62 Auto-Purchase
63 International Calling
63 Setting International Calling Permissions for Individual Users
64 User Permissions—Making Users into Administrators
65 Express Setup for Administrators
65 How to Start
65 If you already have a RingCentral Office account
66 To create a new RingCentral account
66 Schedule an Implementation Appointment
Call Forwarding
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80 Appendix: RingCentral Customer Support Center
81 Appendix: Express Setup for Users
90 Appendix: Setup for Managers
92 Appendix: Touch Tone Commands—Intercom
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The Main Menu | 6
Overview
New Look, New Functionality—Improved Usability and Security
The new RingCentral Office@Hand from AT&T Mobile App has an updated
interface with a cleaner look that’s simple and easy to use. The improved
mobile app extends your Office@Hand business phone system beyond
your office, enabling you to take and make calls, access voicemail, manage
group settings, view faxes, monitor call logs, and more.
The Office@Hand from AT&T Mobile App provides you and your
employees with easy and convenient integrated communications—
anytime, anywhere. Now they can easily connect and collaborate through
voice, fax, text, global conferencing and HD video meetings.*
The mobile app is fully integrated with company directories. It allows
individuals to see their contacts’ availability and eliminate phone tag or
on-hold time. This new “Presence” feature shows the real-time status of
co-workers’ extensions (busy or not) across all devices, including their
smartphones and tablets.
The new Office@Hand mobile app also enables administrators to partition
business and personal call logs separately for easy call tracking and phone
expense control.
The Office@Hand Mobile App supports Bring Your Own Device (BYOD)
initiatives, and empowers you and your employees with solutions such as
company directory and a single business identity for voice, text and fax—
all while reducing your costs on devices, improving employee productivity,
and safeguarding your business data.
* RingCentral Meetings is available with Office Enterprise edition in the US.
NOTE: This document discusses managing and using the Mobile
App with screen illustrations from Android platforms; the
iPhone smartphones operate the same and look almost
identical.
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The Main Menu | 7
With the RingCentral Office@Hand from AT&T Mobile App you
can:
•
Receive business calls and faxes;
•
Check your voicemail and received faxes;
•
Monitor call logs that provide a detailed history of incoming, outgoing,
and missed calls;
•
Create custom business greetings for business and after hours;
•
Set up business voicemail greetings;
•
Manage your call-handling and call screening rules;
•
Host or join a global conference with up to 1000 participants;*
•
Host or join an HD Video Meeting with Web sharing of desktops.*
*
Available with selected Office@Hand plans.
All features and functions can be accessed and managed by logging into
your account on the Office@Hand Web site. In addition, almost all of the
Admin, User, and Group Manager features can be accessed and managed
from the Office@Hand Mobile App, as described in this document.**
* Office@Hand Meetings is available with Office@Hand Enterprise edition in the US.
** Certain features may not be available for BlackBerry smartphones.
See the Appendices at the end of this document for instructions for on
installing the Mobile App and setting up your a
ccount.
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Flip your calls
You can transfer live conversations seamlessly from one device to another
with Office@Hand Call Flip. That frees you from interrupting calls with the
infamous "let me call you back".
Call Flip uses your list of quick-dial forwarding numbers, so you can easily
move a call in progress from one of your devices to another.
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Park a call in the Cloud
Office@Hand Call Park enables you to place calls on hold in a virtual
location and retrieve them from any desk phone in your system. Simply
press the Park soft key on your mobile phone to put calls on hold. The
system will announce the location, which you pass along to the party who
will receive the call.
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Active Call Controls
Transfer lets you transfer a call to other extensions or call
queues on your Office@Hand phone system.
Record activates On demand Call Recording for your phone
extension. Recordings are saved in your extension's online
account.
Hold puts the other party on the line on hold until you tap it
again to undo the action.
Mute turns off your microphone, eliminating background
noise from your side of the call, and it may provide better
incoming sound from the other party.
Keypad allows you to dial a number or press numeric inputs
to access a certain department or queue.
Source gives you the option to use any of your audio sources.
The most common audio sources for a mobile device are the
headset and the internal speakers.
Answer call button.
End call button.
Park a call in the Cloud
RingCentral Call Park enables you to place calls on hold in a virtual
location and retrieve them from any desk phone in your system.
Simply press the Park soft key on your mobile phone to put calls on
hold. The system will announce the location, which you pass along to
the party who will receive the call.
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The Main Menu | 11
The Main Menu
On most of the App screens, click the three-line icon in the upper left of the
screen to slide out the App menu. (See left-facing red arrow in figure below.)
This gives you access to most of the App features including Messages,
Contacts, Documents, and Settings. You can also “swipe” left-to-right across
most screens to reveal this menu.
Messages
To see your voicemail and fax messages, tap the Menu icon, then tap
Messages. Tap the appropriate tab to
see All, Voice, Fax, or Text
messages. In the Search box, search for messages by sender name or
number.
Tap a message to listen, view, or read it. Tap the circled caret to the
right of the message to view information about it, and respond with:
•
call back
•
send a text or a fax to the number
•
create a new contact
•
add the number to an existing contact, or
•
block the number
Keypad Send SMS Join Video Join Audio Send Fax
Meeting Conference
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Tap the triangle symbol at the top right of the screen to see the
dropdown for various options, depending on the type of message,
such as forwarding the voicemail or fax to an email address, editing a
text message, viewing the contact information of the sender, or to
mark the message Unopened.
To listen to your voicemail, choose Headset, or smartphone Speaker.
Tap the handset button to return the call (you will need a Direct
Number to be able to make outbound
Office@Hand
calls from your
smartphone).
Tap the Trash can icon to delete any message being viewed.
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Call Log*
The Call Log maintains your call history, including calls you placed,
received, and missed. Admins are able to view both company-wide call
logs and his or her personal call log.
Dial numbers by tapping a number in your Call Log. (You must have a
Direct Number to make outbound RingCentral calls from your
smartphone.)
Tap the caret on the right side of an entry to see caller details, to call
the number back or send a text or fax to the number, or to block the
number.
Favorites
Quickly find the people you contact frequently by adding them to your
Favorites.
To add a contact to Favorites, from Contacts choose the Personal or
the Company tab, tap a contact name, then tap the Star symbol to add
this contact to your Favorites list.
To remove a contact from the Favorites list, click the caret next to the
name to bring up the Contact Info. Tap the highlighted Star symbol to
remove this contact in the Favorites.
Or tap the blue caret at the top of the screen, select Edit, tap the red
circle next to a contact name, and tap Delete.
*Images are IOS unless noted otherwise.
Android screen
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Contacts
Find the people you need, fast. The Contacts
feature lets you view your personal contacts or
to view the people listed in your company
directory. To access your contacts, tap Contacts
on the slide-out menu (accessed by tapping the
three-line menu bar on the top left of most
screens).
Tap Personal to view the contacts from your
smartphone’s contacts list. (You may get a
message suggesting you change your
smartphone Privacy settings to allow the
mobile app to access this.)
Tap Company to see the contacts in your
company directory.
Use the Search field at the top to find
specific contacts by name.
To add a new contact to the Personal list, tap
the Personal tab, then tap the caret in the
upper right corner and select Create New
Contact. Enter your new contact’s details,
then tap Save. (Company contacts come
from the users in your
Office@Hand
account
and cannot be edited from the mobile app.)
Tap a contact name to view details including
extensions, direct and mobile numbers, and
email address.
Choose/Filter Groups in Contacts
On the Contacts page, with the Company tab
selected, tap Filter in the upper right corner.
Select User Extensions and Others to display all
Company contacts; and/or choose Set Filters to
display these on the Contact page. Or select
Hide All Contacts to display no contact
information on the Company page of your
Contacts list.
Select the Personal tab, then tap the blue caret
in the upper right and select Choose Groups.
Select from among the displayed contact lists
those you wish displayed on your Personal
Contacts listing.
You will be able to choose contact
folders/groups from any contact list with which
your smartphone is synchronizing. Selected lists
will display in your Office@Hand Contacts
under the Personal tab. Or select Hide All
Contacts to display no contact information on
the Personal page off your Contacts list.
IOS screen Android screen
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Making a Phone Call | 15
Making a Phone Call
To make phone calls, tap the green Handset icon
at the bottom of most screens of the mobile app.
Tap the keypad numbers, then tap the green Call
button.
You can choose a number in your contact list by
tapping the contacts icon on the upper
right and choosing the Personal or the
Company list, or by tapping the star icon
at the top to access your Favorites lists. Tap
one of their phone numbers displayed.
You can also dial directly from your Contacts
list: Tap the three-line Menu icon on the
upper-left of most screens and on the slide-out
menu that appears, tap Contacts. Or tap
Favorites to display your most-called contacts.
Other areas, such as the Call Log and the
Messages screen, display phone numbers which
you can tap to call.
From the dial pad, tap the caret on the right of
the From line to select your default Caller ID for
outbound phone calls.
RingOut
The RingOut feature lets you use your
Office@Hand
business number to place
outgoing calls from any phone you choose. The
people you dial will see your business number
on their caller ID instead of your personal name
and number.
For example, if you’re working from home,
you can initiate Office@Hand calls from your
smartphone, then connect and complete the
call from your home phone. The person you’re
calling will see your Office@Hand number.
RingOut is accessed by tapping the green
Handset icon on the bottom of most mobile app
screens, such as the Message screen, the
Contacts screen, and the Call Log screen.
Use the dial pad that appears to dial the
number you want to call. Your mobile app will
do the rest. (To specify your RingOut phone, see
RingOut Mode, next.)
When you’ve entered the phone number on the
dial pad, you can also click the button to
create a new Contact with this number, or to add
the number to an existing Contact.
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RingOut Mode
To make outbound calls, the mobile app uses your cellphone’s native calling
system through your cellphone carrier. Use RingOut Mode to maintain
your presentation on such calls, including such features as Caller ID and
call logging. You keep your personal cellphone number private. RingOut
calls use carrier voice minutes rather than your carrier data plan.
RingOut lets you use your Office@Hand business number from any
phone you choose, including your smartphone. To configure, from
Settings > My Mobile App Settings, tap RingOut Mode.
Choose an Office@Hand device to set as your RingOut Mode phone. Or
tap Another Phone to add phone numbers, then tap one of them to be
your RingOut device.
To avoid accidentally sending calls to your personal voicemail (if you don’t
pick up when your phone rings, or if you misdialed), turn on Confirm
Connection so the mobile app will prompt you to press 1 before it dials the
number and connects your call.
VoIP Calls
The Office@Hand mobile app can make and receive calls using VoIP (Voice
over IP) which uses the Cloud (Internet) instead of your wireless carrier’s
3G or 4G network. This can save carrier voice and data charges, especially
when traveling internationally.
See details on VoIP Calling below.
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Conference Calling | 17
Conference Calling
Conference Calling is available on all RingCentral Office@Hand from
ATT&T user plans, except in Canada and the UK.
A single conference bridge phone number is provided for each account,
shared by all users—no need for your users to keep track of multiple
bridge lines.
Each user gets their own individual host and participant access code, so
they can hold conference calls whenever they want, wherever they are.
Each user can host a conference with up to 1000 attendees, using their IP
desk phone while in the office, or their Softphone on their desktop
computer, or the Office@Hand mobile app while on the go. Conferences are
reservationless—you send an invite to participants, and the conference
starts as soon as you join as host.
To start a conference, tap the Conferencing icon at the top of most screens.
The Conferencing screen shows the dial-in number, Host and Participant
access codes, and Invite buttons.
As host, the user can mute participants, get caller counts, record
conferences, and more.
The main conferencing number is available in the U.S. In addition,
in-country dial-in numbers are available for use in over 30 countries.
For additional information including touch-tones to use for control during
the conference, and a list of international dial-in phone numbers please
visit this page:
Conference Calling Touch-Tone Commands and
International Dial-In Numbers.
Administrators can locate the unique conference calling information for
a specific user by going to Settings > Phone System > Users; select a user
and click the tab Phones & Numbers. You will see the conference number,
host code, and participant access code for that user.
Tap Invite with Text Messaging or Invite with Email to create a new SMS
text message or email that says “Please join now, meeting in progress” and
contains the conference number and the participant access code the
attendee should use to join the meeting. Add a subject line and additional
messaging , plus any attachments as needed, and tap Send.
Note: You can attach documents from your files to the Invitation Email.
Tap JOIN AS HOST to call and log in automatically and begin your audio
conference.
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Business SMS | 18
Business SMS
Business SMS integrates text messaging into your mobile app on your
smartphone or tablet, as well as your desktop Softphone. You can send and
receive an unlimited number of 160-character text messages to and from
multiple extensions, or 10-digit local (non-toll-free) phone numbers. This
feature is available to all Office@Hand customers.
Message clients, colleagues, and your groups without having to text each
individual group member. Recipients can reply via Business SMS, or via
their native SMS system.
Send Business SMS messages to any non-toll-free number in the United
States, or to any Office@Hand customer number even if the customer is
traveling overseas.
In the Messages window, received SMS messages are displayed when you
click the Text tab (or the All tab) and are indicated by the SMS icon. Click
on a message to view it, to respond to it, and to view the sender’s contact
information.
The SMS icon, which looks like a speech balloon, appears at the bottom of
most screens in the RingCentral Office@Hand mobile app. Click the icon to
create a new message. Enter names or phone numbers in the To: line, or
select from your Contacts by tapping the green plus sign (+). You can
message anyone whose phone is able to receive text messages.
You can message Office@Hand colleagues by extension number.
You can block unwanted SMS messages to individual Users or Groups by
blocking the phone number of the sender. Go to Settings > Phone System
> Groups (or) Users > (select a Group or User) > Greeting > Blocked
Numbers and select from the options. See Screening and Blocking Calls.
When creating an SMS message, tap Choose number to the right of the
From line to select your default Caller ID for outbound messages.
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Faxing | 19
Faxing
You can send, receive, and view faxes using the
Office@Hand mobile app. If you have an iPhone, you can
use that device’s AirPrint function to directly print any fax.
First, we’ll cover viewing received faxes in the mobile app. Then we’ll set
up outbound faxing, and explain how to send faxes.
Receiving and Viewing Faxes
Your Office@Hand phone number by default receives both
voice calls and faxes. (Optionally, you can set up specific
extensions to receive only voice calls or only faxes.)
View the faxes you’ve received in the Messages section of the
Office@Hand mobile app. You can also arrange to receive
faxes as PDF attachments in your email account.
To access faxes on your smartphone:
1. Tap the Menu icon, then tap Messages.
2. For convenience, tap the Fax tab to see just your faxes.
3. Tap the Fax icon next to the fax message you want
to view.
4. The fax will be displayed on screen.
FaxOut from Mobile App
FaxOut is available to all users with the latest Office@Hand mobile app.
You can send or forward documents as fax messages to any contact
anywhere from your iOS and Android-powered devices.
1. Launch the Office@Hand mobile app from your mobile device.
2. Tap the Fax tab.
3. Enter recipient’s name (with associated number) in the To: field.
Note: You can also click the icon to choose a contact from
your phone.
4. Select your Cover Page (optional) and fill it in.
5. Tap to attach a document.
6. Attach files from Dropbox, Box, Google Drive or your phone or tablet.
7. Authorize RingCentral Office@Hand to access your files (required
only once).
8. Tap Send.
Note: Documents can be added to your Documents folder from email
attachments. From your smartphone’s email app, open an email and tap
and hold the attachment name until the grey screen of app icons displays;
tap the icon Open. The document will be added to the Documents folder,
from which it can be selected for faxing.
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Faxing | 20
Choosing a Default Fax Cover Sheet
A cover sheet is attached to each fax you send through the RingCentral
Office@Hand fax service. On the Fax a Document screen, tap to
select the default Contempo cover sheet. Tap again to preview
other available cover sheets. Select the cover page you want and click
Save. The variable information on the cover page will be filled in during
the fax-sending process.
Email Addresses That Can Send Faxes
On the Fax Settings screen, under Faxes Sent via Email, under the line
Email addresses permitted to send faxes add, one by one, the email
addresses from which users can send faxes by email through your account
with Office@Hand. Click Add after each one; click Save when done. Email
addresses might include alternate company accounts, personal accounts,
or accounts for contractors. You can store up to five such email addresses.
When a fax is sent by email as described below, the system checks the
email address of the sender, and sends the fax if it is on this approved list.
Omitting the Cover Sheet When Email Subject is Blank is in the same
information block. When you send a fax by email, the subject line of the
email is put on the cover page. Check On to omit the cover page by sending
the fax without a subject line.
To Send a Fax by Email
You can email documents to a special Office@Hand email address that
automatically converts the attachments into fax format and sends them to
the fax number specified. You can send faxes by email in this way from any
email address you have added to Email addresses permitted to send faxes
described above.
1. Create an email message. Attach one or more documents you wish
to fax.
2. The text in the Subject Line of the email will be added to the cover
sheet. (If no subject line text is included, the cover sheet will be
omitted if you set that feature as described above.)
3. Send the email to the recipient’s 10-digit fax number at the email
address rcfax.com. For example, to send a document to the fax number
1-510-555-1212, you would use this email address: 5105551212@
rcfax.com. You can send the fax to multiple recipients by adding fax
number-addresses, separated by a comma, thus: *5105551212@rcfax.
com,5115551212@rcfax.com,2105551[email protected]m*.
Contempo fax cover sheet
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Send a Fax from Your Office@Hand Online Account
1. Through a Web browser on your smartphone or desktop PC, log in to
your online account at https://service-officeathand.att.com and click
the FaxOut icon in the upper-right corner of the Web page.
2. Enter the fax numbers of the recipients in the To: box.
3. You can click the green plus sign to select fax numbers from your
Contacts list. You can also select Groups, which will send the fax to
each member of the Group for whom you have a fax number listed.
4. Create a Cover Page with a personal message (optional).
5. Click Browse to add one or more documents to fax.
6. Choose Send Now and then click the Send Now button to send
your fax.
7. Or choose Schedule to schedule delivery for some future date.
A wide variety of standard document types, including word processing,
spreadsheet, and PDF documents, are recognized by the RingCentral
Office@Hand Cloud Fax system.
You can also send faxes using the Softphone desktop application, which
you can download and install on your Windows PC or Mac desktop.
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Call Recording | 22
Call Recording
Two types of call recording are available:
On-Demand and Automatic.
On-Demand Call Recording
Once On-Demand Call Recording has been set
up, users can activate call recording while taking
a call on a RingCentral Office@Hand IP desk
phone, or anywhere using the RingCentral
Office@Hand mobile app.
Press the Record button on the Call
Control screen to start recording a call, and once
again to end the recording. The Start
announcement will play when recording begins,
and the Stop announcement will play when the
recording ends.
Users can find their call recordings by clicking
Messages in the menu bar, then Recordings.
On-Demand Recordings are saved for 90 days.
Download recordings to retain them longer.
Automatic Call Recording
With Automatic Call Recording, the
Administrator designates specific extensions for
which all inbound and outbound calls will be
recorded without further interaction by the
user. Automatic Call Recording is activated and
managed by the Administrator from the
Office@Hand online account, rather than from
the mobile app.
The Automatic Call Recording feature enables
Administrators to record and review all calls to and
from selected extensions. Automatic Call Recording
is available to Administrators of the RingCentral
Office User Plan.
Administrators: Follow these instructions to
enable Automatic Call Recording for selected
extensions.
1.
Log into your online account and from the
Settings dropdown tab, select Phone
System.
2.
Click Auto-Receptionist > Call Recording >
Automatic Call Recording.
3.
Click Enabled.
4.
Review the call-recording waiver pop-up that
warns of U.S. federal and state laws requiring
consent to record calls.
5.
Click the Users & Groups to Record bar.
6.
For each user you wish to record, check
Incoming and/or Outgoing. Click Save.
7.
Click Call Recording Announcement to check
and, optionally, edit the message that
automatically plays to incoming callers when
they call a user who has inbound call recording
set to On; this announcement lets them know
the call is being recorded. The message will be
played just before ringing the user’s phone. This
message can be customized.
NOTE: The warning message does not play
for outgoing calls; the user making the
outgoing call must announce when the call
is answered that the call is being recorded.
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When the Admin sets Automatic Call
Recording, each User receives an email alert
that their incoming/outgoing calls are being
recorded; when you the Admin deselects a
user, that user will receive another email
that their incoming or outgoing calls are no
longer being recorded.
Once a user extension has been activated by
the Administrator, Automatic Call Recording
will record all of that extension’s incoming
and/or outgoing calls. Recordings are saved in
the Administrator’s Call Log, where they can be
played back individually, or downloaded as a
group as MP3 files.
Automatic Call Recordings are saved in the
cloud for 90 days. Download recordings to
retain them for a longer period.
Users can also review and download their own
recorded calls.
Users: If your Administrator has activated
Automatic Call Recording for incoming to, or
outgoing calls from, your extensions, you will
get an email letting you know. You will also get
an email when Automatic Call Recording is
deactivated for your extensions.
Once recordings are activated for incoming
calls, an announcement will automatically
play to incoming callers letting them know
that their call is being recorded.
However, if your Administrator has activated
Automatic Call Recording for outgoing calls for
your extensions, no such automated
announcement is played when you call others;
it is your obligation to let those you call know
that the call is being recorded—see Call
Recording—Important Legal Requirement.
Call Recording – Important Legal Requirement
Certain state and federal call recording laws
apply to the use of this call recording feature by
you and all users associated with your account.
In some states, you and each user associated
with your account is required to obtain consent
from all parties to record a phone call.
By using the RingCentral call recording feature,
you and each user associated with your account
are required and must agree to maintain
compliance with all applicable state and federal
laws and regulations.
On behalf of your organization, you, as
Administrator, agree to notify all users
associated with your account of their obligation
to comply with all applicable state and federal
laws and regulations.
You, as Administrator, and each user associated
with your account, understand and agree that
each of you are solely liable for compliance of
such laws and regulations, and under no
circumstances shall RingCentral be responsible
or held liable for such compliance.
RingCentral provides default announcements to
play before and after the call. Review, and create
your own custom announcements if you wish;
custom messages must comply with laws and
regulations as noted above.
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Do Not Disturb (DND) / Call Log | 24
Do Not Disturb (DND)
When you’re busy and don’t want to be interrupted, use Do Not Disturb to
forward calls directly to voicemail.
To change settings for Do Not Disturb, tap and select DND from
the slide-out menu. Choose a setting from the options shown.
Call Log
Office@Hand gives you easy access to your call history, including calls
you placed, received, and missed. To view your call history, tap . On
the slide-out Menu tap Call Log. To see your entire call history tap the
All tab .
To see only calls you’ve missed, tap Missed. To see more calls in your call
log, scroll to the bottom and pull up, to load earlier records.
Dial numbers by tapping any number in your Call Log (You must have a
Direct Number to make outbound calls from your smartphone.).
Tap the caret on the right side of an entry to see caller details.
Mobile Call Quality Indicator (CQI)
The Call Quality Indicator displays three lights on your smartphone screen
when you make a phone call using the mobile app. The lights show the
quality of the connection.
Three green lights shows that call quality should be good. Two yellow
lights means the connection is experiencing some packet loss and/or jitter
and so your call quality may be suffering. One red light displays when call
quality is noticeably poor.
This display is dynamic for the duration of your call.
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Presence | 25
Presence
Presence is a feature by which you can see if another user is on the phone.
Presence-enabled Office@Hand desktop IP phones use lights to indicate
which specific user extensions are in use or on hold, with the user’s
permission.
Presence cannot be monitored from the mobile app, but the Admin can
manage Presence settings for the users, and users can manage their own
Presence settings, from their mobile apps.
Administrator:
Admins can use their Smartphone App to set permission to share a user’s
presence status with colleagues by going to Settings > Phone System >
Users, selecting a user, then User Info, tapping the Phones & Numbers tab,
then tapping Presence. Admins can set their own Presence as a user by
selecting their own name/extension.
Tap Appearance.
If the user has no Presence-enabled phones, you will see the message
Currently none of the phones on your extension can show presence. Phones with
the capability can be purchased from Office@Hand by clicking Add Phone. As
an Administrator, you can add Presence- enabled phones. (Users will get a
message telling them to contact their Administrator to purchase phones.)
If the Call Quality Indicator shows the red light, your call quality may be
too poor to use. You can change locations to find a better Wi-Fi
connection; or you can switch over to making the call using your carrier
voice plan.
To switch from VoIP/Wi-Fi to Carrier:
•
End the phone call.
•
Tap Menu > VoIP Calling.
•
Turn VoIP Calling to Off.
•
Try your phone call again.
Now your call will go over your carrier’s 3G/4G connection, which may be a
better connection if available, though it will consume carrier voice minutes.
You can turn VoIP Calling back to On later, when your Wi-Fi connection
situation has improved.
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Presence | 26
If the user does have a Presence-enabled desktop IP phone, its Presence
lights will be listed as shown on the right. The first two lights (Line 1 and
Line 2) are dedicated to that user and cannot be changed. Tap on the other
lights to choose colleagues whose presence you wish the user to monitor,
from among those who have granted permission to show their presence
status.
When you add extensions for this user to monitor with Presence, you can
also check Ring my phone when any user I am monitoring rings so the user
will know when the monitored user’s phone is ringing; and/or check Enable
me to pick up a monitored line on hold so this user can act as backup to the
other user.
Now tap Permissions.
Tap Share my presence. When On, this allows other users to see this user’s
presence status—whether the user is on the line. Note that Presence
detects calls to numbers/extensions. No matter which actual device the
call is sent to, the system detects that the number/ extension is ringing,
active, or on hold. You can also select other users who can pick up this
user’s phone calls. A user can thus answer a busy manager’s calls, or a call
to a user who is in a meeting or out at lunch.
User:
Manage your Presence settings from the mobile app by tapping Menu >
Settings > My Extension Settings > User Info. Tap the Phones & Numbers
tab, then scroll down and tap Presence.
Under the Appearance tab, view and manage your Presence settings for
that phone.
Or you may see the message “Currently none of the phones on your
extension can show Presence. Phones with this capability can be
purchased from Office@Hand by clicking Add Phones.” adding
phones is an Administrator function.)
Under the tab Permissions you can check those colleagues who can
monitor your phone’s Presence. Then click Save.
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Managing Your User Settings | 27
Managing Your User Settings
Most of the special customizable features of your Office@Hand mobile
app are found in the Settings area, particularly under My Extension
Settings. This includes such items as User Info, Call Handling including Call
Forwarding, Call Screening including Blocking, Messages that alert you to
received faxes and voicemail, and VoIP settings for making outbound calls.
These features are the same for Users and for Administrators acting as
Users.
From the Menu, tap the Settings icon.
Now tap My Extension Settings.
My Extension Settings
This screen contains most of the functions you’ll use to manage your
own user settings.
User Info
To manage your basic settings, greetings, call screening, call handling,
direct numbers and desktop phones if you have them, security settings,
notifications, and more, tap User Info.
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My Extension Settings | 28
Or tap the Text-to-speech name field and
type in a phonetic pronunciation. (You
must log into your online account to hear
the pronunciation being used by the
system.)
•
Email: This email address can be used for
notifications.
•
Contact Phone: This is an optional
alternative phone number that might be used
for call forwarding, if you wish.
•
Company Name: Optional.
•
Address: Optional.
•
First Name/Last Name: You can edit your
name here.
•
Record User Name: Office@Hand uses
text- to-speech conversion to pronounce
your name when answering your calls. If
your name is mispronounced, you can tap
this item to record the correct
pronunciation (Office@Hand will call you to
capture the recording).
User Hours
Set your user business hours here. The default is
24 hours, seven days a week. If you set specific
business hours here, you can then set call-
handling rules that will apply during business
hours and separate call handling rules for after
hours.
Tap User Hours. Tap 24 hours for incoming
calls to be handled the same way all the time,
including weekends. Tap Specify hours and
specify the days and times you are available
to take calls. Setting specific hours will allow
you to set call-handling rules that apply during
Business Hours and separate call-handling
rules for After Hours. Also check the Time
Zone setting at the bottom of this screen.
When you’re finished, tap Save.
You may also Change User Password from this
User Info menu.
•
Extension Number: When someone calls
you on your company number, they can
reach you by entering the this extension
number. They can also reach you by dialing
your Direct Number, if you have one.
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My Extension Settings | 29
Phones & Numbers
At the top of the User Info screen, tap
Phones & Numbers.
Here you will see the direct-dial numbers,
if any, assigned to you.
•
Conference Number: On this screen you
will also see your company Conference
Number, Host Code, and Participant Code.
You can use this information to start or join
a conference; or you can simply tap the
slide-out Menu and tap Conference to set
up and manage your Conferences.
•
Direct Numbers allow customers to contact
you directly without having to go through the
company receptionist or phone tree.
If you have direct numbers, you can tap each
number to select the number type—voice and
fax, voice only, or fax only—for each.
Tap Add a Direct Number—if you are not an
Administrator, you will receive a message
to contact your Administrator to request
direct numbers.
If you do have Administrator privileges, you
can add a Direct Number yourself. To add one
or more numbers, tap Add Number and follow
the screens to choose a Local, a Toll-Free, or a
Vanity (custom) number. Additional charges for
extra numbers will be provided on the Order
Confirmation screen.
•
Add Phone: This is an Administrator function
and must be done through the Office@Hand
online account. Administrators can add,
remove, or reassign phones.
Presence
See “Presence” above for information on managing
Presence settings.
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Call Screening, Greeting & Hold Music | 30
Call Screening, Greeting &
Hold Music
From the Menu go to Settings > My Extension
Settings > Call Screening, Greeting &
Hold Music.
Choose the message callers will hear when they
call you during business hours (or at all times if
you are using “24 hours” as your User Hours).
1. Tap the User Hours tab (if displayed).
2. Turn On User Greeting.
3. Tap Set Greeting.
4. On the Set Greeting screen, review the text
of the default greeting. To hear it, tap Play.
The Auto-Receptionist will read your name
using text-to-speech technology. If you
want to use the default greeting, tap Save
(or Cancel if you have made no changes).
5. Or create a Custom greeting.
6. To record a Custom greeting:
a. Tap Custom and then tap Record.
b. Provide a phone number for the system
to call, or have it call your forwarding
number (select one under the
Forwarding Number dropdown below).
c. Tap Call Now.
d. Office@Hand will call you and
prompt you to record your greeting.
e. On the User Greeting screen, a message
will confirm that your custom message
has been successfully received.
f. To listen to your custom greeting later,
access your account on the Web.
g. Tap Cancel to return to the
previous screen.
Screening and Blocking Calls
At the top of the User Info screen, tap
Phones & Numbers.
1. Turn on Call Screening and choose to
ask callers to say their name before
connecting:
a. If Caller ID is not present,
b. If the caller is not in the user’s Contact
list, or
c. Always.
2. Turn on Audio While Connecting, and select
the style of music to be played to the caller.
3. Turn on Hold Music and select the style
of music to be played to the caller. Choose
from a dozen and a half types of music—
from easy listening to jazz, country, classical,
corporate, Latin, or none. You can also
choose a simple ringtone.
4. To listen to the music options, tap the
Play button.
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Call Screening, Greeting & Hold Music | 31
5. Tap Blocked Numbers and select from the
options for blocking calls.
a. All Calls—If selected, you will not
receive any calls or faxes made to this
number, unless you select Allowed
Numbers, below, and enter specific
numbers or area codes.
b. Specific calls will block all calls and
faxes from specific numbers or area
codes you enter, or will block calls and
faxes with no Caller ID.
c. You can also Block calls from
Pay Phones.
Each choice also lets you set the message
callers will hear, such as “This number is
not available from your calling area” or
“Mailbox Full.”
6. Tap Save.
After Hours Greeting
NOTE: If in Call Handling/After Hours you choose
Only Play Greeting and Disconnect, you will now
have the opportunity to choose a Default message or
a Custom message.
If in Call Handling/After Hours you instead
chose to Unconditionally forward after-hours
calls, or to send after-hours callers directly
to voicemail, your After-Hours greeting will
not be played. You can still set Blocked
Numbers handling.
Repeat this process with the After Hours tab.
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Call Handling & Forwarding | 32
Call Handling & Forwarding
Go to Settings > My Extension Settings > Call Handling & Forwarding.
Review Business Hours and After Hours settings, and create Advanced
call-handling rules.
User Hours Call Handling & Forwarding
Choose from among the many options for determining which phones will
ring, in what order, when calls come in during User business hours.
•
Your Office@Hand Direct Numbers, if you have any, are listed first.
Tap On for the ones you want to ring your during business hours.
If you have no direct numbers, but only extensions, no numbers will be
displayed here.
•
Tap Ring my existing numbers to add non-Office@Hand numbers you
may have, such as your home phone. Tap the space next to the label,
such as Home, and type in a phone number, then tap On to activate it.
•
To call outside numbers with extensions, put an asterisk between them,
thus: [number] * [extension]. The system will dial the number, pause,
then dial the extension.
•
Tap Forward calls to other user’s phone to select other users on your
Office@Hand account to add to your forwarding list.
•
Tap Change Ring Order to decide in which order phones will ring when
using Ring Sequentially. Tap Back when done.
•
Tap Edit Ring Groups to check phones you want to be treated as
a group. For example, if you use Ring Sequentially, then your Ring
Order can include groups of numbers that will ring as a group (that is,
simultaneously when it is their turn). Click Back when done.
•
Tap Number of Rings to set how many times a given phone will ring
before the call is forwarded to the next number, or sent to voicemail.
(Keep in mind how many total rings callers will be subject to if the call is
not answered.)
•
Tap Sequentially or Simultaneously to have the phones to ring one
after the other in the order given in Ring Order, or all at once.
•
Tap Smartphone and Softphone to have your Office@Hand Softphone
call controller, if you have downloaded and installed it on your desktop
computer, display incoming calls as soon as they come in. This gives
you the opportunity to pick up the call on your Softphone, or send it to
voicemail, or otherwise manage the call before other call-handling rules
begin. Select the number of rings to Wait before forwarding begins.
After-Hours Call Handling & Forwarding
Tap After Hours, then select:
•
Send callers to voicemail—You will be able to create a custom voicemail
message or accept the default message.
•
Play announcement and disconnect—You will be able to create a
custom announcement or accept the default message.
•
Forward Calls—Turn On phones listed under Ring these phones during
after hours.
•
Unconditional Forwarding sends calls directly to a specified number
without applying any call-handling or call-screening rules.
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Call Handling & Forwarding | 33
Incoming Call Information
At the bottom of the User Call Handling screen, tap Incoming Call
Information to set how inbound calls will be displayed to you on your
device—helpful for distinguishing business calls from personal calls.
(Settings for Incoming Call Information are the same for both Business
Hours and After Hours screens, not separate.)
•
Incoming number displayed to me – Typically you will see the Caller ID
of an incoming call. You can tap Caller’s Phone Number Options, just
below, and choose, for callers whose Caller ID is blocked or unknown, to
have displayed the number being called.
You can also have a numeric prefix or suffix added to the Caller ID
being displayed, which can be useful for immediately identifying calls
from your Office@Hand system, to distinguish them from incoming
personal calls.
Under Display this call information you can tap On Office@Hand
phones only or display the call information on All Phones.
Alternately, tap Called Number to have the number being called
displayed instead of the Caller ID. Again, this is useful for recognizing
business calls.
•
Play announcement before connecting. When you receive a call from
the Office@Hand system, whether directly or by call forwarding, you
will hear “You have a call; press 1 to accept.” This tells you the call is a
business call, rather than a personal call. You can set this feature so that
you always get such an announcement, never get such an
announcement,
or only get such an announcement when the call is coming in to a
non-Office@Hand device—such as when calls are forwarded to
your home phone.
•
Include Mailbox Name in announcement. The mailbox name
being called is played as part of the incoming call information
announcement—for example, “Mary, you have a call,” or “Sales,
you have a call.”
•
Require my password to answer protects your business calls when on
the road or at home by requiring your Office@Hand login password
for any calls coming through Office@Hand, even calls forwarded to
your home phone, for example.
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Call Handling – Advanced Rules | 34
Call Flip
Office@Hand Call Flip lets you transfer live conversations from one
device to another quickly and easily. For example, when you are on a call
and arrive home after your commute, you can flip the call to your home
phone. Simply dial two numbers and Flip.
To manage your Flip numbers, go to Settings > My Extension Settings >
Call Handling & Forwarding. Towards the bottom of Call Handling, click
the Call Flip bar. (You will find a Call Flip bar on both Business Hours and
After Hours screens; settings are the same on both, not separate.)
You will see a list of numbers/devices assigned to you, including desktop
IP phones, smartphones, and the Softphone, as well as numbers and
extensions from your Company Contact list. The first eight positions are
your Call Flip number positions. Use the up-and-down arrows to move
entries up and down until you have populated your eight Flip positions to
your satisfaction.
To use Call Flip
When you are on a phone call, press the asterisk key (*) and a number
corresponding to the device to which it is assigned, and the call is
transferred immediately to that device. For example, if you have the
number 2 assigned to your home phone, tapping *2 while you are on a call
will instantly transfer the call to your home phone. Call Flip makes it easy
and convenient to flip calls from device to device as you move about.
To add numbers to your Call Flip list
Back on the main Call Handling & Forwarding screen, tap Ring my existing
phone numbers, turn on other devices listed, and also to enter additional
phone numbers such as your home phone, and tap them On.
Tap Save.
Tap Call Flip. You should see the phones you selected added to the Call Flip
list. You can change the order (and thus the assigned Flip numbers) to suit.
(If you don’t see the numbers you added, go back to the previous step and
remember to Save before moving on to Call Flip.) The numbered entries
not being used are labeled “Unused”.
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Call Handling – Advanced Rules | 35
Call Handling – Advanced Rules
Advanced Call Handling lets you create specific
additional rules for your number or extension
based on date and/or time of call, or Caller ID, or
the number being called. These rules override
your regular call handling rules for that number.
To create an Advanced Rule
1. Go to Settings > My Extension Settings
> Call Handling & Forwarding, then tap
Advanced.
2. Tap Add Rule.
3. Give your rule a Name, then select the
conditions: Date and/or Time the call
comes in; the Caller ID of the caller;
and/or the Called Number. You can
combine these selections.
4. Tap Next.
5. If you selected Date and/or Time as your
rule condition, now select a Weekly
Schedule, with specific times for each day if
you wish. Or select a Specific Date Range.
6. If you selected Caller ID for this rule, enter
one or more phone numbers, or choose
names from your Contact List, or enter area
codes or other partial numbers.
7. If you selected Called Number, choose the
number(s) to which the rule will be applied.
The choices will be the Main Number, or the
Auto-Receptionist for the Group.
8. Tap Next and choose when to apply the rule:
during Business hours, After Hours, or
Always.
9. Tap Next.
10. Select the action to take when incoming
calls match this rule.
a. Forward Calls: Then set custom
Call Screening, Call Forwarding, or
Messages handling for these calls.
b. Take Messages Only to send callers to
voicemail. You can choose to take
messages or not, and can customize the
voicemail greeting.
c. Play Announcement Only and then end
the call.
d. Unconditional Forwarding, which
immediately forwards the call to a
number you then select, bypassing any
other call handling, including greetings,
call screening, voicemail, and Softphone.
e. You can also set Group Greetings and
Call Handling for this rule, and under
Messages choose a voicemail greeting
and select the extension that will
receive messages generated by use of
this rule.
f. Tap Done.
Because these Rules can be made quite complex
and sophisticated, it is a good idea to test a new
rule to make sure it operates the way you intend.
You can edit, changing details and conditions,
turn the rule on and off, or delete any of these
Rules by tapping Advanced from Call Handling,
then tapping on the named Rule and making
desired changes on the screens that follow.
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Messages & Notifications | 36
Messages & Notifications
The Messages & Notifications screen lets you
manage your voicemail greetings, and receive
notifications of received voicemails, faxes, or
missed calls.
Tap the Menu > Settings > My Extension
Settings > Messages & Notifications.
Voicemail Greeting
The process for setting voicemail greetings are
the same for Business Hours and for
After Hours.
Tap Take Messages to On or Off.
When On, tap Voicemail Greeting to view the
script of the default voicemail greeting. To
hear it, tap Play. If you want to use the default
voicemail greeting, tap Cancel to return to the
previous screen. Or record a Custom greeting.
When Take Messages is turned Off, tap
Unavailable Greeting to view the script of
the default voicemail greeting saying you are
unavailable. To hear it, tap Play. If you want to
use the default greeting, tap Cancel to return to
the previous screen.
Or record a Custom voicemail greeting.
Office@Hand will call you so you can record
your greeting over the phone.
To record a custom voicemail greeting:
1. Tap Custom, then Record.
2. Provide a phone number, then tap Call Now.
3. Office@Hand will call the number. Follow
the instructions to record, review, and save
the message.
4. On the Record over the Phone screen,
tap Save.
Repeat this process for the After Hours tab.
Notifications
At the bottom of the Messages & Notifications
screen, tap Notifications.
Here the Admin or the User can be notified, by
email or text message (SMS), of various events
such as received voicemail, received faxes,
missed calls, and fax transmission result
messages.
At the bottom of this screen is a toggle to switch
between the Basic and Advanced screens.
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Messages & Notifications | 37
On the Basic screen, you have the choice of
sending notification by email and/or by SMS.
Tap a choice to turn it On or Off. Scroll to the
bottom to enter the Email address to receive
notifications. This could be the user, or the
Admin, or a receptionist, for example.
Also at the bottom of the screen, tap Add Phone
Number and enter a phone number to receive
the text messages; the phone number can be
that of the user, or the Admin, or someone else;
it need not be an Office@Hand number. Select
the Carrier for that phone number, to ensure
that the text message is correctly sent through
that carrier’s texting system. You can enter
more than one phone number to receive
SMS notifications.
Tap Save.
The email and phone number selected are
now displayed at the bottom of the
Notifications page.
At the bottom of the Notifications screen,
tap Advanced. Now for each feature you turn
On for notification, you can then tap Options to
select an email address and a phone number for
each feature individually. For email notifications,
you can also include any attachments, and
also mark the email message in your inbox
as Received.
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My Mobile App Settings | 38
My Mobile App Settings
The My Mobile App Settings menu for both
users and administrators includes a number of
specialty settings.
VoIP Calling
Turn VoIP Calls to On to allow inbound and
outbound calls to use Wi-Fi connections,
Check Over 3G/4G or Wi-Fi to have the system
use Wi-Fi; if Wi-Fi is not available, it will then
•
VoIP Calling
•
Caller ID
•
RingOut Mode
•
Default Launching
•
Cloud Storage
•
Tell A Friend
•
About RingCentral
•
Re-sync Messages
Inbox
•
Logout
if available.
Check Over Wi-Fi to have the system make
calls only when connected to Wi-Fi. When you
are overseas, this option allows you to avoid
international voice roaming charges. (Data
roaming charges may apply.)
NOTE: If Wi-Fi is not available, the system will use
RingOut (see below).
use your carrier data plan over its 3G/4G
network (possible charges and lower voice
quality may result).
Turn VoIP to Off to only make calls using your
carrier voice plan.
To enable RingOut (see below), turn VoIP Calls
to Off.
Turn Incoming VoIP Calls to On to use VoIP for
incoming calls, using Wi-Fi or 3G/4G depending
on the VoIP Calls settings listed above. Incoming
calls via VoIP over Wi-Fi avoid carrier voice-plan
charges. To save battery power, turn Incoming
VoIP Calls to Off; your incoming calls will then
use your carrier voice plan.
On Android smartphones, turn Echo
Cancellation to On to if the other party hears
an echo during our VoIP calls. Tap Microphone
Calibration Setup to perform a 30-second
microphone calibration of your smartphone to
ensure the best sound quality during VoIP calls.
(These features are not needed for Android
phones that have built-in echo cancellation and
microphone calibration.)
Android screens shown. iOS screens look slightly different but function the same.
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My Mobile App Settings | 39
To make a RingOut call:
•
Set VoIP Calling (above) to Off. With VoIP
Calling set to Off, calls you make from
RingCentral automatically use RingOut.
•
If in the RingOut Mode screen you set Your
Phone as the device to take RingCentral calls,
you will make outbound calls in the usual
way—use the dial pad or choose from your
contact list.
•
However, if in RingOut Mode you select
Another Phone—for example, if you want to
make RingCentral calls from your hotel
phone—then, RingCentral will ring that phone
first. When you pick up, RingCentral will then
dial the outbound number and connect you.
(If you set Confirm Connection, you’ll be
prompted to press “1” first.)
NOTES:
•
RingOut calls use carrier voice-plan minutes.
•
RingOut preserves your RingCentral calling
identity, so those you call will see your selected
RingCentral Caller ID.
•
RingOut may save you from having to pay toll
charges that would occur if you called directly from
your smartphone. This is especially useful for
international travelers.
Caller ID
To set the number you want people to see when
you place calls, tap Caller ID. Choose from among
your Office@Hand company phone numbers.
Calls you make from your Office@Hand local
numbers will have the Company ID included in
the Caller ID displayed to the called party.
RingOut Mode
To make outbound calls, the Office@Hand
mobile app uses your cellphone’s native calling
system through your cellphone carrier. Use
RingOut Mode to maintain your Office@Hand
identity on such calls, including such features as
Caller ID and call logging.
You can keep your personal cellphone number
private. RingOut calls use carrier voice minutes
rather than your carrier data plan.
RingOut lets you use your Office@Hand business
number from any phone you choose, including
your smartphone. To configure, from Settings >
My Mobile App Settings, tap RingOut Mode.
Choose an Office@Hand device to set it as your
RingOut Mode phone.
Or tap Another Phone to add phone numbers,
then tap one of them to be your RingOut device.
To avoid accidentally sending calls to your
personal voicemail (if you don’t pick up when
your phone rings), turn on Confirm Connection
so Office@Hand will prompt you to press 1
before it dials the number and connects your
call.
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My Mobile App Settings | 40
About RingCentral
Tap Settings > My Mobile App Settings > About
RingCentral to see a list of What’s New with this
version of the RingCentral mobile app; to read an
Application Description; to Send Feedback Email
to RingCentral; or to Rate This App on the select*
smartphones’ app store sites.
Default Launching
Default Launching in Settings > My Mobile App
Settings lets you turn off Call from Android
Dialer and select Google Voice as your
preferred dialer (if you are on an iOS platform).
Cloud Storage
Office@Hand can access documents stored in
select cloud-storage apps, such as Dropbox and
Box, you have installed on your smartphone. Tap
Cloud Storage in Settings > My Mobile App
Settings to access the files you have stored in
the cloud. You will now be able to fax
documents directly from these cloud data apps.
If you don’t see one of your supported cloud-
storage services displayed, download and
install that service’s app to your smartphone.
Once installed and activated, the app and its
stored documents should show up on the
Office@Hand Cloud Storage listing.
Re-sync Messages Inbox
Tap this button to re-synchronize all of your
text, fax, and voicemail messages to the
mobile app from your Office@Hand account
in the cloud. This would be useful if for
example you feel your app is not receiving
messages or voicemail that you expect. No
data will be lost using this feature (since the
data is all in the cloud).
Tell a Friend
Tap Tell a Friend, then tap the Invite Friends
bar to invite them to sign up for a free
Office@Hand mobile app trial.
Logout
Log out from the phone number and
extension displayed.
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Admin Phone System Setting | 41
Admin Phone System Settings
Express Setup helped you set up your phone system, numbers, Auto-Receptionist, users, and groups.
You can change or update any of these settings at any time. In addition, as Administrator/Account
Owner you can manage settings for your Company, Groups, and Users through the mobile app Phone
System settings. These settings, along with the Billing settings, are only available to the administrators.
(Users see only the two entries under User: My Extension Settings and Application Settings)
To access the Office@Hand phone system settings on your smartphone, start the App and log in.
Tap Settings > Phone System to see the screen from which you can manage Company, Group, and User
settings, as well as your Office@Hand desktop IP phones.
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Company Numbers and Info | 42
Company Numbers and Info
Tap Company Numbers and Info to manage
phone numbers. Your Office@Hand account
includes three company direct numbers: a toll-
free, a local, and a fax number. In addition, you
get a direct-dial number for each employee.
You can tap each number, and the Company ID,
to manage it.
•
Click Company Caller ID and edit the
name there (up to 15 characters). This is
the company name you provided when you
created your account. It will be added to the
local phone number you use to make calls.
(From toll-free numbers, only that toll-
free number be displayed as the Caller ID.)
Changes to this Caller ID can take a week or
more to take full effect.
•
View the Company Toll-Free Number;
you cannot alter this number
•
View the Company Local Number; you can
delete this number if you wish.
•
View the Company Fax Number; faxes are
delivered by default to the extension you’ve
listed as the operator; you can change this to
another extension; or delete the number.
Direct Extension Numbers
Scroll down Company Numbers to the Direct
Extension Numbers listing. A direct extension
is a full 10-digit phone number that can be
called to reach a user directly. (Other company
extensions are reached by calling the company
number and entering the extension at the
prompt.) You can tap a number to edit the
following information for the direct extensions
assigned to you and to your users:
•
Whether this number accepts both voice and
fax (the default), voice only, or fax only.
•
Whether calls to this number connect to an
extension (user or group) or to the Auto-
Receptionist.
•
Which extension is assigned to this number.
•
You can also delete this number.
To add one or more numbers, tap Add
Number at the bottom of this screen, and
follow the screens to choose a Local, a Toll-
Free, or a Vanity (custom) number. Additional
charges for extra numbers will be provided on
the Order Confirmation screen.
Once you have obtained extra numbers, you
can return to this Company Number screen
and edit each number’s type (voice, fax, or
both) and its assigned extension/user.
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Using an Existing Number | 43
Using an Existing Number (Porting and Forwarding)
You can transfer (port) eligible existing phone numbers from your current provider to your
Office@Hand account service, and you can forward calls to an existing number to your
Office@Hand number.
To Transfer an Existing Number
To transfer a number or set of numbers to your Office@Hand account, log into your account on the
Web, at https://service-Of[email protected]m and go to Settings > Phone System > Company
Numbers and Info and click on the Use My Existing Number button at the bottom of the center
column, and follow the instructions.
To Forward your Calls
Forward calls to an existing number to your new Office@Hand number. From Settings > Phone
System > Company Numbers and Info scroll to the bottom and tap the Use My Existing Number
button. Tap Forward my calls to Office@Hand. Fill in the existing number you wish to transfer, and
follow the detailed instructions.
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Auto-Receptionist Settings | 44
Auto-Receptionist Settings
The Auto-Receptionist settings determine how incoming calls are handled
for your company.
Go to Settings > Phone System > Auto-Receptionist.
Company Business Hours
On the Auto-Receptionist screen, tap Company Hours.
•
Check 24 hours to have incoming calls handled the same way all the
time, including weekends.
•
Check Specify Hours to have separate call handling for Business hours
and for After Hours. On the week display, choose business hours for
each day, or Closed.
•
Also choose your Time Zone.
•
Tap Save when done.
How to Handle Incoming Calls: Greetings & Company Calls
Tap Greeting & Company Calls. Here you decide how to greet callers and
route incoming company calls during your company’s business hours and
after hours, as well as setting up advanced call-handling rules.
1. From the Phone System screen, click Auto-Receptionist.
2. Tap Greeting & Company Calls.
3. Select the Company Hours tab (if available).
4. Select Play company greeting if you’d like callers to hear a default or
custom greeting. You can select to play the default greeting, or create a
custom greeting on the next screen. (See instructions below.)
5. Or select Connect directly to extension to bypass the Auto-
Receptionist and connect calls directly to a specific extension.
6. Under If caller enters no action, you can select Connect to operator
(extension 0). Or select Disconnect to automatically disconnect callers
after the greeting is played three times with no action by the caller.
7. Select the After Hours tab to set call handling for after hours. (If you
have Business Hours set to 24 hour you will get a pop-up message
when you select the After Hours tab offering to let you change your
business hours.)
8. Tap Save when done.
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Auto-Receptionist Settings | 45
Company Greeting
The Auto-Receptionist greets callers with a recorded message when
they call your company. Your Auto-Receptionist is initially set to play
a default greeting with your company name using text-to-speech
technology (you can review the script of this default greeting from the
Call Handling screen).
Follow these instructions to create a custom company greeting, using your
phone or uploading a prerecorded greeting file from your computer.
Recording your Company Greeting over the Phone
1. From the Phone System screen, select Auto-Receptionist.
2. Select Greeting & Company Calls.
3. Select the Company Hours or After Hours tab.
4. Tap Greeting.
5. Select Default or select Custom.
6. If you selected Custom, click the Record button.
7. In Call me at, select Forwarding Number and choose one from
the dropdown.
8. Or select Custom number, tap the field, then type in a phone number.
9. Office@Hand will call you and prompt you to record your greeting.
10. Repeat this process for the After Hours tab.
11. Tap Done.
The Company Operator Extension
Choose an extension to receive calls intended for the operator
(extension 0). When callers press 0 or don’t enter an extension number,
the system will connect the call to the designated employee.
1. From the Settings screen tap Phone System, then Auto-Receptionist.
2. Tap Operator Extension.
3. Choose a name/extension of the user who will receive operator calls.
4. Tap Save.
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Auto-Receptionist Settings | 46
Company Dial-by-Name Directory
The Dial-by-Name Directory allows callers to find user and group
extensions by spelling out the name on their phone keypads. Follow these
steps.
1. From the Settings screen tap Phone System, then Auto-Receptionist.
2. Tap Dial-by-Name Directory.
3. Tap Dial-by-Name Directory to On.
4. Select as the Directory Extension a number that is not already in use as
an extension. This will become the number callers will tap to get to the
dial-by-name directory.
5. Tap Extensions in Directory.
6. Deselect any extensions to be excluded from your company’s
Dial-by-Name Directory. This list includes both user extensions and
group extensions.
7. Select to search by First Name or by Last Name.
8. Tap Done.
When Dial-by-Name Directory is On, callers will hear a recording that,
in addition to telling them to dial an extension, also suggests they can
dial the Directory Extension number in order to locate a user by name.
When callers tap the Directly Extension, they are instructed to use their
phone keypad to spell out the first three letters of the first name, or of the
last name, of the person or group they wish to call. The system will connect
them, or offer additional options if there is more than one choice.
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Groups / Call Queues | 47
Groups
In the latest Office@Hand release, Departments
are now called Groups.
Groups support these new features:
1. Call Queues
2. Paging
3. Messages-Only Extension
4. Announcement-Only Extension
Groups enable you to designate a group of
employees with similar activities or services.
The following name changes have been
implemented on the Mobile App and on your
online account:
•
Change the hierarchy term from Department
to Group
•
Rename Departments function to
Call Queues
•
Add a new call management features –
Paging to Group
•
Change Phones to Phones & Devices
Benefits
•
Better communication by grouping related
members with similar activities beyond
group functions.
•
Increase communication efficiency
with the new Paging feature. Broadcast
announcements and emergency alerts to the
entire organization or selected peers at the
same time.
•
Reduce missing important calls by enabling a
call to be answered from any phone with the
Shared Lines feature.
Call Queues
Create a call queue group when you want a
specific group of users (such as Sales, Support,
or Billing) to share incoming calls.
Each call queue can have an extension or
direct (local or toll-free) number of its own.
You can define specific business hours for each
call queue and set up email or text message
notifications of any missed calls or voicemails.
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Call Queues | 48
Add a Call Queue Group
1. From the slide-out Menu, tap Settings >
Phone System > Groups.
2. Tap the plus sign (+) to the right of
Call Queues.
3. Fill out the form: Give the new call queue
an Extension Number and Extension
Name, and add the email of the designated
Manager of this Call Queue group.
4. Tap to Select call queue members.
5. Click Save.
Call Queue Info
From the Groups menu, tap the name of a Call
Queue group, then tap Call Queue Info, where
you can edit or add information, as needed:
•
Record or modify the pronunciation of the
Call Queue Name.
•
Enter a Contact Phone for the group.
•
View Member Availability (according to how
the members have set their Business Hours
and After Hours).
•
Enter an Address for the group.
•
Set the Call Queue group’s business Hours;
incoming calls can be handled differently for
Business Hours and for After Hours.
•
Enter Regional Settings.
•
Re-send the Welcome Email that is sent
to the Group Manager and the Group
Members if they haven’t yet responded
to their original invitation. This option
goes away when this group’s manager and
members have all responded.
•
You can also Delete the Call Queue.
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Call Queues | 49
Call Queue Group Members Availability Tap on a specific Call Queue and on that group’s
Call Queue Info screen, scroll down and tap
Members Availability to see the names of
the group members who are Available or
Unavailable.
Call Queue Group Member Availability
and
Wait Time Settings
Scroll down to the bottom and tap Member
availability and wait times.
Tap Settings > Phone System > Groups.
Under each Call Queue group name there is
a count of Available and of Unavailable
members of that group. For example, the IT
call queue screen above shows 6 Unavailable
and 1 Available.
Available members can take phone calls.
Unavailable members are on the phone, or are
outside their set business hours.
Go to Settings > Phone System > Groups,
tap a specific Call Queue Group, and tap Call
Handling.
Options on this menu determine how inbound
calls to the Group are handled, depending on the
availability of the Group members, and how long
it takes to connect to a given member.
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Call Queue Greeting | 50
Call Queue Greeting
Options are:
•
Maximum time to wait for a Group member to answer a call before
trying the next member in the Group rotation order, in minutes.
•
Minimum post-call wrap-up time before agent’s status is automatically
set to available, in seconds. You can give the Group member some time
to handle the results of the call, such as making notes.
•
Maximum hold time to wait for an available Group member, in minutes,
before transferring the on-hold call to the next member.
•
Maximum Callers Waiting—If the number of callers waiting exceeds
(number), you can either send the next callers directly to voicemail, or
disconnect after telling new callers of the heavy call volume.
Call Queue Business Hours
Your Call Queue’s business hours determine when calls will be routed to
Group members and when after-hours rules will apply.
On the Group Info screen, tap Group Hours to access your current
settings. Select 24 hours for Groups that handle all incoming calls the same
at all times. Tap Specify hours to set the specific days and times the Group
will be available to take calls. When you’re finished, tap Save.
The Auto-Receptionist greets callers when they call a Group in your
company. Your phone system is initially set to play a default greeting in
which the Auto-Receptionist automatically reads the name of the Group
(using text-to-speech technology) connecting the caller with a Group
member. When Off, callers will just connect directly to the Group member
according to Company call-handling rules.
NOTE: If you choose unconditional
forwarding for after-hours calls,
or send after-hours Group callers
directly to voicemail, your after-
hours Group greeting will not be
played even if it is set to On.
NOTE: If you have specified Group
Hours, then you will be able to set
Greeting for business hours and
separately for after hour. If you have
not specified Group Hours but have
set this Group’s to “24 hours”, then
there will be only one Greeting, which
will play at all times.
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Call Queue Greeting | 51
Go to Setup > Phone System > Groups, select a Call Queue group,
then tap Greeting.
Turn Call Queue Greeting to On. Tap Set Greeting, then Play to listen
to the Default greeting. You can use this Default greeting (simply select
Cancel to back out), or create a Custom greeting.
To record a Custom greeting:
1. Tap Set Greeting, then tap Custom and then Record.
2. Provide a phone number for the system to call, or have it call your
forwarding number (select one under the Forwarding Number
dropdown below).
3. Tap Call Now.
4. Office@Hand will call you and prompt you to record your greeting.
5. On the User Greeting screen, a message will confirm that your custom
message has been successfully received.
6. To listen to your custom greeting later, access your account on
the Web.
7. Tap Cancel to return to the previous screen.
From this screen you can also tap Blocked Numbers.
Select from the options.
•
You can block All calls.
•
You can tap Specific calls and select
- Specific numbers;
- Calls and/or faxes from callers with no Caller ID;
- Calls from Pay Phones.
In each case you can choose what message the blocked callers will hear.
When done, tap Save.
Tap Cancel to exit from Greetings.
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Group Call Handling | 52
Group Call Handling
Group call handling includes deciding the
order in which calls are transferring to Group
members; the music that is played while
connecting the call; and Group member
availability and wait times.
To access and edit these settings, tap Settings >
Phone System > Groups and select a Group.
Tap Call Handling.
Group Call Handling during Business Hours
To manage the order in which calls are answered
by Group members, tap Group Hours at the top
of the Call Handling screen.
•
Tap Rotating to set calls to rotate among
available Group members.
•
Tap Simultaneously to set calls to ring all
available Group extensions at the same time.
•
Tap In fixed order, then tap Specify fixed
order and decide the order by taping the up
and down arrows to move Group member
names up and down the list.
•
Tap Back.
•
Tap Audio While Connecting to On to
select the music that will keep Group callers
entertained while connecting, You can
choose from among more than a dozen types
of music. Tap the type of music you want,
then tap Save.
Group Call Handling After Hours
Now tap After Hours tab at the top of the Call
Handling screen. Choose from the following
settings for how to handle calls during your
defined after-hours times, when no one is
available to take calls:
•
Play a greeting and disconnect
•
Send callers to Group voicemail
•
Unconditional call forwarding
If you select Unconditional call forwarding,
you will be prompted to enter a phone number.
Unconditional call forwarding will forward all
calls to the number you specify and override
all after- hours settings, such as voicemail and
greetings.
NOTE: The after-hours setting becomes available
only after you change Group business hours from the
default 24 hours setting.
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Group Call Handling | 53
Advanced Call Handling for Groups: Rules
Advanced Call Handling lets you create specific
additional rules for that Group extension based
on date and/or time of call, or Caller ID, or
the number called. These rules override your
regular call-handling rules for that extension.
These rules can be useful for special situations
such as promotions and events: Customers can
call a contest number and get a special message
or leave a message, for example; and the rule
can be modified or turned off when the contest
finishes.
To create a Rule for a specific Group, go to
Settings > Phone System, tap Group, then tap a
specific Group.
Tap Call Handling, then tap the Advanced tab.
Tap Add Rule.
If you selected Date and/or Time as your Rule
condition, now select a Weekly Schedule and
specific times for each day if you wish. Or select
a Specific Date Range. Then tap Back, view your
Conditions Summary, and tap Next.
If you selected Caller ID for this rule, you can
enter one or more phone numbers, or choose
names from your Contact list, or enter area
codes or other partial numbers. Tap Next.
If you selected Called Number, choose the
number(s) to which the Rule will be applied. The
choices will be the Main Number, or the Group
Auto-Receptionist.
On this Custom Rule screen, give your Rule a
Name, then select the conditions: Date and/
or Time the call comes in; the Caller ID of the
caller; and/or the Called Number. You can
combine these selections.
Tap Next.
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Group Call Handling | 54
Tap Next and choose when to apply the Rule: during Business Hours, After
Hours, or Always.
Now select the action to take when incoming calls match this rule:
•
Forward Calls: Then set custom Call Screening, Call Forwarding,
or Messages handling for these calls.
•
Take Messages Only to send callers to voicemail. You can choose to
take messages or not, and can customize the voicemail greeting.
•
Play Announcement Only and then end the call.
•
Unconditional Forwarding, which immediately forwards the call to a
number you then select, bypassing any other call handling, including
greetings, call screening, voicemail, and Softphone.
You can also set Group Greetings and Call Handling for this Rule, and
under Messages choose a voicemail greeting and select the extension that
will receive messages generated by use of this Rule. As you can see, there
are rich programmatic possibilities with this Advance Rule feature.
Tap Done.
You can go back to edit the Rule, turn the rule on and off, change details
and conditions, add more Rules, or delete a Rule.
Group Messages/Voicemail Greetings
This setting is for the Group voicemail greeting, which callers to the group
extension hear when they are sent to voicemail.
From Settings > Phone System > tap a Call Queue group name. Scroll
down and tap Messages & Notifications.
Tap Queue Hours or After Hours, if offered.
Tap Voicemail Greetings. Read or Play the script for the default greeting,
or record a custom greeting.
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Group Call Handling | 55
To record a custom Group voicemail
greeting
1. Tap Custom and then tap Record.
2. Provide a phone number for the system to
call, or have it call your forwarding
number (select one under the Forwarding
Number dropdown).
3. Tap Call Now.
4. Office@Hand will call you and prompt you
to record your greeting.
You can designate a Group member to receive
voicemail messages. By default, Office@Hand
saves voicemail messages to a Group
voicemail box.
Call Queue Notifications
Back at the Messages & Notifications screen,
tap Notifications. Here the Admin or the
User can be notified, by email or text message
(SMS), of various events such as received
voicemail, received faxes, missed calls, and fax
transmission result messages.
At the bottom of this screen is a toggle to switch
between the Basic and Advanced screens.
To designate a specific employee as the message
recipient, tap Message Recipient and then
tap the name of the employee. When you’re
finished, tap Save.
NOTE: If you designate a Group member as the
message recipient, Group messages will no longer be
saved to the Group voicemail box.
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Group Call Handling | 56
On the Basic screen, you have the choice of
sending notification by email and/or by SMS.
Tap a choice to turn it On or Off. Scroll to the
bottom to enter the Email address to receive
notifications. This could be the user, or the
Admin, or a receptionist, for example.
number, to ensure that the text message is
correctly sent through that carrier’s texting
system. You can enter more than one phone
number to receive SMS notifications.
Tap Save.
The email and phone number selected
are now displayed at the bottom of the
Notifications page.
Tap Advanced at the bottom of the Notifications
screen for an alternative set of options for
notifications. Now for each feature you turn On
for notification, you can then tap Options to
select an email address and a phone number for
each feature individually. For email notifications,
you can also include any attachments, and
also mark the email message in your inbox
as Received.
Also at the bottom of the screen, tap Add
Phone Number and enter a phone number
to receive the text messages; the phone
number can be that of the user, or the Admin,
or someone else; it need not be an
Office@Hand number. Select the Carrier for
that phone
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Paging Only Groups | 57
Paging Only Groups
Paging is a commonly required function in
many locations such as warehouse/shipping
centers, retail stores, schools, and hospitals,
among others.
Office@Hand Paging supports
broadcasting through multiple desk
phones (groups) and through overhead
paging devices.
Creating a Paging Only Group from your
Office@Hand Online Account
The Administrator must log into the
Office@Hand Online account to create and
manage Paging- Only groups; they cannot be
created or managed from the Mobile App.
Log into your Office@Hand online account
at https://service-OfficeatHand.ATT.com
1. From the Settings tab, select Phone System.
2. Click Groups.
3. Click Add Group.
4. Select the Paging Only radio button, and
click Next.
5. Accept or change the Extension Number for
the Group, and enter a Paging Group Name
for easy reference. Click Save.
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Paging Only Groups | 58
6. With the new Paging-Only group highlighted, on the right side of the
screen click Devices to Receive Page. Click the User Phones tab and
select, from the list of user phones with paging capabilities, those user
phones that will be part of this Paging group.
7. Click the Paging Devices tab to select paging device, if any, to be part
of the group.
8. Click Save.
9. Now on the right side of the main screen, click Users allowed to page
this group and select users you want to have access to the paging
feature for this Paging group.
10. Click Save.
How to Page
Mobile App users with paging permission can page by dialing *84.
NOTE: User must first enable VoIP calling on the mobile app.
In addition, from digital desk phones, enabled users can page using a
paging soft-key if one is present, or by dialing *84.
Create an Announcement-Only Extension
You can create an announcement-only extension that plays a recorded
message giving commonly requested information, such as hours of
operation or directions to your business.
To create an announcement-only extension:
1. On the Settings screen, tap Groups.
2. Scroll down the Groups screen and tap the + next to
Announcements Only Extension.
3. Enter an extension number and name.
4. You can enter an email address of a user who can log into this
extension to update the announcement.
5. When you’re finished, tap Save.
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Paging Only Groups | 59
Next, create the message for your new
announcement-only extension. Scroll down to
the Messages-Only extension you just created
and tap it. Tap Announcements.
Review the text of the default announcement:
“No one is available to take your call. Thank
you for calling. Goodbye.” To hear the
announcement, tap Play. If you want to use the
default announcement, tap Save.
To record a custom announcement:
1. Tap Custom and then tap Record.
2. Provide a phone number for the system to
call, or have it call your forwarding
number (select one under the Forwarding
Number dropdown).
3. Tap Call Now.
4. RingCentral will call you and prompt you to
record your greeting.
Create a Group Messages-Only Extension
You can create an extension that only takes
messages. It plays a greeting and transfers
callers directly to voicemail—making it easy for
callers who want to simply leave a message.
First, create a messages-only extension, then set
up the greeting.
To create a Messages-Only Extension:
1. From the Settings screen, tap Groups.
2. To the right of Messages Only Extension,
tap the +.
3. Enter number and name for the extension.
4. Enter the email address of a user who will
be notified of messages received by this
extension. (This user will receive an email
instruction to create their password for this
purpose.)
5. When you’re finished, tap Save.
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Paging Only Groups | 60
Next, create the greeting for your new messages-only extension. Under
Messages Only Extension, tap the extension name you’ve just created,
then tap Messages & Notifications. Tap Greeting to review the text of the
default greeting. To listen to the message, tap Play. If you want to use the
default announcement, tap Save.
To record a custom greeting:
1. Tap Custom and then tap Record.
2. Provide a phone number for the system to call, or have it call your
forwarding number (select one under the Forwarding Number
dropdown below).
3. Tap Call Now.
4. Office@Hand will call you and prompt you to record your greeting.
You can also choose to have messages left in the extension mailbox or later
pickup, or have them delivered to a designated employee. To select a
message recipient, tap Messages & Notifications, then Message Recipient
and select an employee extension. Tap Save.
Additionally, you can Notifications to have email or text messages sent to a
designated email address or phone number when messages come in to this
number, whether voicemail, text message, or fax message.
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Other Administrator Settings
There are some special settings for Administrators in Phone System and also Billing.
Phone System gives the Administrator access to all settings for the company phone system.
See Admin Phone System Settings for details.
Some settings unique to the Administrator:
•
Only Administrators can set and change Company settings.
•
Administrators can create new Groups and edit any existing Group settings. (Group Managers can
edit settings for their own Groups.)
•
Administrators can make another user into an Administrator.
•
Only Admins can purchase new desktop IP phones—and only from the service web site.
•
Only Administrators can review, manage, and assign company desktop phones.
•
Administrators can turn on On-Demand Call Recording.
•
Administrators can enable and manage International Calling, and authorize Auto-Purchase for
International Calling charges.
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Billing | 62
Billing
Admins have access to the Billing menus, which
include the plan, the ability to change the
current plan.
Service Plan
Review your Office@Hand service plan and
costs. You can change your plan from this menu,
including changing the number of users on your
account. You can also set up Auto Purchase for
international calling.
Click the Change Plan button to manage your
service plan, including the number of your users.
From this menu you can select a Calling Credits
package of $20 or $100, which will be renewed
automatically when you run low, thus preventing
any interruption of service.
Purchased funds will roll over month to month
for up to 12 months. The price of international
calls will vary according to the applicable
international rate (see International Calling).
Auto-Purchase
Per-minute charges for international calls (see
next page) are not billed to your account.
Instead, they are deducted from your prepaid
Calling Credits account.
Auto-Purchase ensures you will never run out
of such Calling Credits.
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Billing | 63
International Calling
Calls your users make to countries outside the United States incur charges.
To manage your costs, outbound International Calling is disabled by
default. Your users will not be able to call out of the U.S. unless you enable
International Calling.
On the Billing page, click International Calling, then click the Enable
International Calling button to display and enable a list of countries and
their calling areas. You can enable or disable specific calling areas. For your
convenience, you can Search for specific areas, and display Enabled and
Disabled areas.
The per-minute costs for outbound calls are shown for each calling area
for each country. (Callers from outside the U.S. can continue to reach your
local (non-800) numbers regardless of your selection.)
NOTE: Rates displayed in this menu are AT&T World Connect rates. Rates are
subject to change. International calls are paid using Calling Credits (see Auto-
Purchase, above).
NOTE: International roaming must be enabled with your carrier for your cellular
network. Data roaming charges may apply for such calls. For AT&T customers, see
http://www.att.com/global.
Setting International Calling Permissions for Individual Users
Once you have enabled International Calling, you can give or withhold
permission to your individual users to make international calls to the
countries you have activated. Tap Settings > Phone System > Users and at
the top of the screen tap Permissions, then International Calling.
All users are checked by default. Uncheck users who will not have
permission to make international calls. Tap Save.
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Billing | 64
User Permissions—Making Users into Administrators
Permissions also lets you assign Administrator privileges to other users.
Tap Settings > Phone System > Users and at the top of the screen, on the
right side of the blue bar, tap Permissions.
Tap Administrator.
On the list of your users, tap the checkbox next to users you wish to give
Administrator privileges.
NOTE: Such users now have full Administrator access, except that they cannot
delete the account owner, nor change the billing address and billing info settings.
A warning message reminds you of the significance of adding someone as
an administrator.
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Express Setup for Administrators | 65
Express Setup for Administrators
Download the Office@Hand mobile app from
the relevant mobile-phone App store, create a
new Office@Hand account, verify and activate,
set up, configure your account, add users and
groups, and more. Follow these easy steps to get
started in no time.
NOTE: You can also configure and manage your
system by logging in to your online
Office@Hand online account from a Web
browser; the steps are similar.
How to Start
NOTE: The Office@Hand mobile app requires the account owner to have a wireless account. Billing for the
Office@Hand mobile app account is done through the wireless account.
If you already have an Office@Hand account
If you already have an Office@Hand account deskphone account, install the mobile app on your
smartphone so you can receive your business calls and manage your Office@Hand account from
your smartphone.
From your smartphone: Go to your device’s App store, search for Office@Hand mobile app,
download and install. Launch the App and log in with your Office@Hand number, extension, and
password.
Or from your Office@Hand online Web account, click the Tools dropdown menu on the far right of
the menu bar, and select Mobile Apps.
Select the appropriate app to install. It will start your app store interface so you can download the app.
Follow your usual procedure for synchronizing the download to your mobile device: It will appear on
your mobile device, or in the mobile app store, depending on how you have set up your mobile device.
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Schedule an Implementation Appointment | 66
To create a new Office@Hand account:
If you do not already have an Office@Hand
account, you can sign up from a browser or
through your mobile-device App store.
From a Web browser, go to Office@Hand at:
https://service-
OfficeatHand.ATT.com/tools/mobile html
Click the Free Trial button or the
Buy Now button.
OR:
From your smartphone, go to your device’s
App store, search for Office@Hand mobile
app, download and install it. Tap the
Office@Hand mobile app icon on your
smartphone, then tap Free Trial or Buy Now.
(NOTE: Billing begins automatically at the expiration
of the free-trial period.)
In either case:
On the form offered, provide your contact
information and set up a password.
Follow the onscreen steps to verify the wireless
number that will be billed for this service.
Select a plan based on the number of users
you’ll be setting up.
Choose a main company toll-free or
local number.
Tap Setup Now to configure your Office@Hand
business phone system. (If you already have an
account set up, you won’t need to reconfigure.)
Schedule an Implementation
Appointment
If you prefer, you can set up an appointment
with an AT&T Office@Hand Implementation
Specialist, who will call you at the scheduled
time and help set up your system. To do this,
click the button Schedule Now, and choose an
Appointment Date, and an appointment time
from among the Available Slots. You can also
enter Notes for
the specialist. Click Schedule. Then back at the
previous screen, click I will do it later.
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The Administrator Express Setup | 67
The Administrator Express Setup
If this is a new account, then after installing the Office@Hand mobile app on your smartphone and
activating it, when you first log into the App you’ll be invited to follow the Express Setup, which will
guide you through the process of setting up your account, adding users, creating groups, configuring
your Auto-Receptionist, and more.
It will be helpful to have on hand a list of your users, their contact numbers, and their email addresses.
If you skip the Express Setup, you will be offered the opportunity again the next time you log in. It is
highly recommended that you take advantage of Express Setup to be able to get the most from your
Office@Hand mobile app.
Setting up Users
Your first task will be to set up your users. Start
by verifying your own information in the
Account Owner section at the top of the User
Info screen. Click the caret next to Ext. 101, the
Administrator ’s extension (that’s you) to check
the info you gave in the purchase process. Then
click Next, in the upper right of the screen.
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Setting up Users | 68
To add your first user, tap the highlighted New
User Ext. 102. Fill in the fields for that user: first
and last name, email address, contact number.
Click Next. Then click New User Ext. 103, and so
on until you have set up all your users.
Follow the same process for each of your users.
Let each user know that they will receive an automatic Office@Hand email message like the one
below, with their account number (business main phone number), their extension number, and a
link—they should click on the link in that email to set their account password and security question.
It will also prompt them to download the mobile app to their smartphones so they can start managing
their own extensions.
When you’re finished naming users, from the main User Info page, tap Next in the top-right corner of
the screen. Now you will be guided to set up your Groups.
NOTE: The number of users you can have on your
account depends on your plan. If you need to add
more users than your current plan allows, you can
change your plan and add more users at any time.
Simply log in to https://service-
OfficeatHand.ATT.com using your atphone number
and password. Select Billing, then click Change Plan
and follow the onscreen instructions to add more
users to your plan.
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Call Handling: Setup | 69
Administrator Call Forwarding
Call Handling: Set up
Administrator Call Forwarding
Define your own extension’s call-forwarding
rules by deciding to which phones, in which
order, will ring when you get a call to your
Office@Hand number.
Tap the highlighted Call Handling.
Your Office@Hand numbers/extensions are
listed. You can enter additional numbers, such as
Work, Home, and Other. For numbers with
extensions, put an asterisk between them, thus:
[number] * [extension]. (The system will dial the
number, pause, then dial the extension.) Tap the
up and down carets to determine the order.
Scroll down: Sequential is checked – calls to
your extension will ring at the listed numbers in
sequential order, until the call is answered. Or
check Simultaneously to have calls ring all the
listed devices at the same time.
Tap Next to continue.
Choosing Your Voicemail Message
Call Handling is now checked as completed. As
with all these settings, you will be able to come
back and adjust settings.
Click the highlighted Messages
and Notifications.
Choose the greeting that callers will hear when
they reach your voicemail.
Tap Messages and Notifications and then
Voicemail Greeting.
You can choose from a default message or
record a custom message. Review the script of
the default message, or tap Play to hear it.
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Administrator Call Forwarding
To record a custom group voicemail
greeting:
1. Tap Custom and then tap Record.
2. Enter a phone number for the system to
call, or have it call your forwarding
number (select one under the Forwarding
Number dropdown).
3. Tap Call Now.
4. Office@Hand will call you and prompt you
to record your greeting.
5. When finished, click Save to return to the
Messages and Notifications screen.
6. Tap Next.
7. If you checked Custom and failed to record
a message, you won’t be able to continue
until you do so, or check Default.
All the entries on the Call Handling page are
now checked as completed. You can tap any
of these entries to rework them. Or tap Next
to continue.
User Settings
The rest of your users will receive an email
instructing them how to set up their own
extensions. It is not necessary for you to set up
their extensions at this point, yet you can do so
if you wish. To set up a user extension, tap one
displayed on this User Settings page.
When finished, tap Next.
Phones & Numbers
If you already have desktop IP phones installed,
you can configure them now.
If you have ordered phones, they will arrive
Plug and Ring Ready
®
. Once they are installed,
you will be able to access your phone settings
when you log in to your online account on the
service Web site.
As the Administrator, you can access
settings for all phones associated with your
Office@Hand account by going to Settings
> Phone System > Phones.
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Add Call Queue Groups | 71
Add Call Queue Groups
Tap Next to continue.
Congratulations! Your RingCentral account initial configuration is
now complete, and you’re all set to start taking and making calls.
You can change all the settings later by logging in to your account online
and selecting a menu under the Settings tab. Or you can log in to your
mobile app and follow the instructions in the rest of this document to make
selected changes.
Tap Finish.
Tap Launch Now to launch the smartphone App, log in, and try out your
new Office@Hand phone system.
If you have not yet installed the App, tap Download the application to
download and install on your smartphone. Then log in through the App.
You can start using your
Office@Hand business
phone system right away.
Let your users know that they
will receive activation emails
allowing them to manage their
own accounts.
Give your business phone system the flexibility of a much larger
organization by creating call queue groups such as sales, support,
and billing. Configure as many call queues as you need.
To add a call queue group in Express Setup:
1. From the Add Groups screen, tap Add Group.
2. On the Create your group screen, accept the group extension number
suggested, or enter another number.
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Configure the Auto-Receptionist | 72
Configure the Auto-Receptionist
3. Tap Group Name and type a name for the group—such as Sales
or Billing.
4. Tap Manager Email and enter the email address of the group manager.
The group manager will have access to group call logs, group voicemail,
email, faxes, and group settings.
5. Under Select group members you will find a list of your users.
Check the ones you want to assign to this group.
NOTE: A Group must have at least one member.
6. Tap Add More Groups to continue setting up groups. Or tap Next to
continue to the next step—configuring the auto-receptionist.
Office@Hand sends a message to the group manager’s email address with a
single-use link. They should click on that link to confirm. It will take them to
a Web page (on their desktop or on their mobile device) where they can set
up their Group Manager password.
The Auto-Receptionist directs callers to the appropriate group or
employee extension, or any U.S. phone number you choose.
To continue Express Setup, tap Auto-Receptionist. Tap the first item on the
Auto-Receptionist screen, How to handle incoming calls, where you will
also set up your Company Greeting and choose your Operator Extension.
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Create a Company Greeting | 73
Create a Company Greeting
The Auto-Receptionist will greet callers with a
recorded message when they call. You can use
the default greeting or you can create a
custom greeting.
Review the script of the default greeting. To
hear it, tap Play. The Auto-Receptionist will
automatically read the name of your company
using text-to-speech technology. If you want to
use the default greeting, tap Save.
Or you can create a custom message.
Office@Hand includes dial-by-number
directory capability, so your custom greeting
could tell callers the employee or group
numbers they might be calling. For example,
your greeting could say:
•
Press 1 for sales, press 2 for support, press 3
for billing …
To record a custom greeting:
1. Tap Custom and then tap Record.
2. Provide a phone number for the system to
call, or have it call your forwarding number
(select one under the Forwarding Number
dropdown below).
3. Tap Call Now.
4. Office@Hand will call you and prompt you
to record your greeting.
or
To view the default greeting or to record a
custom greeting, on the Auto-Receptionist page,
under Select your company greeting, tap Default
to accept the default message.
•
Press 1 for John Smith, press 2 for Jane Doe
or
•
If you know the number of the party you’d
like to reach …
(NOTE: If you tap Custom Greeting and then for some
reason don’t record a custom greeting, you won’t be
able to continue until you either record a greeting, or
change the selection here to Default.)
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Configure Groups | 74
Configure Groups
Designate an Operator Extension
You can designate an extension that will receive calls intended for the
operator (extension 0). When callers press 0 or don’t enter an extension
number, the system will connect the call to the designated employee.
Tap Operator Extension, then choose an employee to receive
operator calls. When you’re finished, tap Save.
The Auto-Receptionist screen will have a check next to How to handle
incoming calls, and a check next to Operator Extension, indicating you
have complete that portion of the Express Setup. Tap Next to continue.
Now Express Setup will lead to further configure the groups you created
earlier.
To begin, tap the highlighted Groups section on the screen. Next select a
Group to configure.
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Configure Groups | 75
Select Group Greetings
Tap the highlighted Group Greeting to set the greeting for the group.
You can choose from a default greeting or you can record a
custom greeting.
To listen to the default message, tap Play. The Auto-Receptionist
will automatically read the name of your group using text-to-speech
technology. If you want to use the default message, tap Save.
To record a custom group greeting:
1. Tap Custom and then tap Record.
2. Provide a phone number for the system to call, or have it call
your forwarding number (select one under the Forwarding
Number dropdown).
3. Tap Call Now.
4. Office@Hand will call you and prompt you to record your
greeting. Review your message, tap Save, then tap Next.
Configure Call Handling for Groups
You can create rules to manage how calls to the group are distributed
to group members. For example, you can set calls to rotate among
employees assigned to the group extension. Or you can set calls to ring
all extensions simultaneously.
To set group call-handling rules, tap the highlighted Call Handling for your
first Group.
Tap Rotating to allow calls to rotate among group members.
Tap Simultaneously to allow calls to ring all extensions at the same time.
When you’re finished, tap Save. Then tap Next.
NOTE: After the initial setup, you’ll also have the option to select Sequentially in
fixed order, which enables you to determine the order in which phones will ring
among group members.
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Configure Groups | 76
Configure Group Voicemail Greetings
To set up group voicemail greetings, which is the
message callers will hear when they are sent
to voicemail, from the Group screen tap the
highlighted Messages and Notifications.
To set up this Group’s greetings for voicemail,
choose to accept the Default message by
tapping Next, or record a custom message.
Review the script of the default message, or tap
Play to hear it.
To record a custom group voicemail
greeting:
1. Tap Custom and then tap Record.
2. Enter a phone number for the system to
call, or have it call your forwarding
number (select one under the Forwarding
Number dropdown).
3. Tap Call Now.
4. Office@Hand will call you and prompt you
to record your greeting.
5. When finished, click Save to return to the
Messages and Notifications screen.
6. Note the voicemail Message Recipient;
click to change to another extension, and
click Save.
7. Tap Next to continue the Express Setup.
Set up any additional Groups. A check mark
will appear next to each listed Group as you
complete its configuration.
When finished configuring your Groups,
tap Next.
Set up Administrator Call Screening
Back at the Configure System screen, tap the
highlighted Users square to define call handling
for your own extension as the Administrator.
(Your users will be configured later.)
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Call Handling: Setup Administrator Call Forwarding | 77
On the Call Screening screen, optionally tap to
turn on Call Screening for your account.
Choose the setting you prefer:
Ask users to say their name before connecting
if they:
•
Display no Caller ID
•
Are not in your Contact list, or
•
Always
Tap Next.
The screen is now labeled Call Handling, and
Call Screening is now checked off.
Call Handling: Set up
Administrator Call Forwarding
Define your own extension’s call-forwarding
rules by deciding to which phones, in which
order, will ring when you get a call to your
Office@Hand number.
Tap the highlighted Call Handling.
Your Office@Hand numbers/extensions are
listed. You can enter additional numbers, such as
Work, Home, and Other. For numbers with
extensions, put an asterisk between them, thus:
[number] * [extension]. (The system will dial the
number, pause, then dial the extension.) Tap the
up and down carets to determine the order.
Scroll down: Sequential is checked – calls to
your extension will ring at the listed numbers
in sequential order, until the call is answered.
Or check Simultaneously to have calls ring all
the listed devices at the same time.
Tap Next to continue.
Choosing Your Voicemail Message
Call Handling is now checked as completed.
As with all these settings, you will be able to
come back and adjust settings.
Click the highlighted Messages
and Notifications.
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Call Handling: Setup Administrator Call Forwarding | 78
Choose the greeting that callers will hear when
they reach your voicemail.
Tap Messages and Notifications and then
Voicemail Greeting.
You can choose from a Default message or
record a custom message.
Review the script of the default message, or tap
Play to hear it.
To record a custom group voicemail greeting:
1. Tap Custom and then tap Record.
2. Enter a phone number for the system to
call, or have it call your forwarding
number (select one under the Forwarding
Number dropdown).
3. Tap Call Now.
4. Office@Hand will call you and prompt you
to record your greeting.
5. When finished, click Save to return to the
Messages and Notifications screen.
6. Tap Next.
7. If you checked Custom and failed to record
a message, you won’t be able to continue
until you do so, or check Default.
All the entries on the Call Handling page are now
checked as completed. You can tap any of these
entries to rework them. Or tap Next to continue.
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User Settings | 79
User Settings
The rest of your users will receive an email
instructing them how to set up their own
extensions. It is not necessary for you to set up
their extensions at this point, yet you can do so
if you wish. To set up a user extension, tap one
displayed on this User Settings page.
When finished, tap Next.
Phones & Numbers
If you already have desktop IP phones installed, you can configure them now.
If you have ordered phones, they will arrive Plug and Ring Ready
®
. Once they are installed, you will be
able to access your phone settings when you log in to your online account on the service Web site.
As the Administrator, you can access settings for all phones associated with your Office@Hand
account by going to Settings > Phone System > Phones.
Tap Next to continue.
Tap Finish.
Congratulations! Your Office@Hand account initial
configuration is now complete, and you’re all set to start
taking and making calls.
You can change any of these settings at any time by logging
into your account online and selecting a menu under the
Settings tab. Or you can log in to your Mobile App and
follow the instructions in the rest of this document to make
selected changes.
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Appendix: RingCentral Customer Support Center | 80
Appendix: RingCentral Office@Hand from AT&T
Customer Support Center
The RingCentral Office@Hand from AT&T Customer Support Center at http://support-officeathand.att.com/ provides
the Knowledge Base, quick instructions for most Office@Hand features and functions.
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Appendix: Express Setup for Users | 81
Appendix: Express Setup for Users
After your organization’s Office@Hand Administrator sets you up as a
Office@Hand user, you’ll receive an email, similar to the one shown
here, from Office@Hand with your new company account number (main
phone number), your assigned extension number, and a link that will
take you to a Web page where you can set up your account password
and security questions.
•
To set up your account from your smartphone, view this email in your
smartphone email program and click on the link; this will open a mobile
Web browser window so you can set up your account from your
smartphone. When you have finished the initial setup, you will be asked
to install the Office@Hand mobile app for your specific smartphone.
(Skip this step if you have already installed the app.)
•
If you click the email link from your desktop computer email program, it
will open a desktop Web browser window to set up your account from
your desktop computer. Either method is fine.
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Appendix: Express Setup for Users | 82
Now on your smartphone, launch the app and log in using your
Office@Hand phone number, extension number, and the password you just
created.
•
When you finish this form, you will be offered the opportunity to install
the Office@Hand mobile app; select and install the App
appropriate to your smartphone, following your smartphone’s
procedures for installing apps.
•
You must use the link provided in the email and create a password to
begin using the Office@Hand mobile app.
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Appendix: Express Setup for Users | 83
The first time you log into your Office@Hand mobile app, you will be invited to follow the Express
Setup, which guides you step by step through the process of setting up your account, quickly and easily.
We strongly urge you to follow the Express Setup, which will only take a few minutes and will ensure
that the most valuable features of your phone system are set up and running for you so you can get
started using your new Office@Hand Mobile App right away.
The Express Setup invitation from the desktop Web browser (L) and from your mobile Web browser
®
.
Click or tap Sounds easy. Let’s do it! to continue.
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Appendix: Express Setup for Users | 84
Express Setup begins with the User Info screen (see the desktop and the mobile app views below,
depending on which platform you choose to start setup).
It shows your Extension number, name, email,
User Type, and other basic user information.
You can update any of this information
whenever necessary.
Click or tap Next when ready.
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Appendix: Express Setup for Users | 85
Review your Call Screening settings. Turn On Call Screening if you wish to have callers asked to state
their name before connecting when the caller does not display a Caller ID, or if the caller is not in your
Contact, or Always. Then click or tap Next.
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Appendix: Express Setup for Users | 86
Now tap or click Call Handling. (Notice on the mobile app screen, the previous two items are now
checked off as completed.)
Here you can have calls that come in to your Office@Hand number or extension ring to any of your
Office@Hand phones or other personal phones you may have, in any order you wish. (For numbers with
extensions, put an asterisk between them, thus: [number] * [extension] The system will dial the number,
pause, then dial the extension.) Tap the up and down carets to reorder the phone numbers.
Add numbers for Home and Other if you wish.
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Appendix: Express Setup for Users | 87
Decide whether to have the phones listed
ring in order (Sequentially), or all at once
(Simultaneously).
You’ll be able to come back later to set up
additional features in Call Handling such as
forwarding other user’s phone, changing the
ring order, create and edit ring groups, and
choose the number of rings before moving to
the next phone (the default is four rings).
You’ll also be able to set up caller information
and Call Flip.
Tap Next.
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Appendix: Express Setup for Users | 88
Now set up your voicemail message, which callers will hear when going to voicemail.
Tap Take Messages to turn it On, then tap Default next to Voicemail Greetings to
review the default message and, if you wish, record your own Custom message.
Your custom message is recorded over the phone: Office@Hand calls the number
you provide and prompts you to speak your message. When finished, click or tap Next.
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Appendix: Express Setup for Users | 89
Congratulations – Express Setup is now complete! You can change or update your settings, and
explore additional features, by logging in to your Office@Hand online account or your
Office@Hand mobile app and following the instructions in this document.
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Appendix: Setup for Managers | 90
Appendix: Setup for Managers
Now download and install the Office@Hand mobile app onto your
smartphone, if you haven’t already done so. Go to the App Store of
your smartphone, search for Office@Hand, and follow the instructions
to install the mobile app.
Managers are Users who are designated by the Administrator to
manage Groups, such as Call Queues and Paging Groups.
Once your organization’s Office@Hand Administrator sets you up as a
manager on Office@Hand, you’ll receive an email with a link giving your
manager extension, and creating a password.
Here is an example of the email you will receive.
NOTE: You must use the link provided in the email and create a password before
you can begin using Office@Hand mobile app as a Group Manager.
Follow the on-screen instructions to create your password. You may use
your existing Office@Hand password as your Group Manager password,
if you wish. Select and answer one of the questions from the Security
Question dropdown menu.
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Appendix: Setup for Managers | 91
Launch the Office@Hand mobile app, and log in with your Office@Hand phone number, the Group
extension number (rather than your User extension number), and your password. This will log you in as
Group Manager.
From the mobile app you can now set up your group details and add members or devices, as
appropriate—see details for Call Queues and Paging Groups described elsewhere in this document.
You can make changes and update the group info at any time from your Office@Hand online
account, or right from your smartphone app, by logging in as Group Manager.
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Appendix: Touch Tone Commands—Intercom | 92
Appendix: Touch Tone Commands—Intercom
CT-3603 R3.3
© 2014 AT&T Intellectual Property. All Rights Reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. RingCentral and RingCentral logo are trademarks of RingCentral, Inc..
Mobile app users can initiate Intercom by dialing *85 and then entering the extension number of the user they wish to intercom with.