HV Select & Yealink Phone User Guide - Premier Telecom
Table of Contents
1. Introduction to HV Select and Yealink Handset
• Overview of the system and handset functionality.
2. Making and Receiving Calls
• Step-by-step guide for making, receiving, and ending calls on the Yealink handset.
3. Call Transferring
• Instructions for both blind and attended transfers.
4. Call Forwarding
• How to set up call forwarding, including Always Forward, Forward When Busy, and Forward When Unanswered.
5. Call Recording
• Recording calls manually and accessing saved recordings.
6. Checking Call Statistics
• Viewing call history and accessing detailed call reports via the portal.
7. Fax to Email
• Receiving faxes via email and sending faxes through the HV Select system.
8. Managing Your Phone Number
• Handling multiple phone numbers and extensions.
9. Mobile Twinning
• How to configure and use mobile twinning for receiving calls on both your desk phone and mobile.
10. Webex for Your Devices
• Using Webex for calls, meetings, and messaging on mobile, tablet, or desktop.
11. Integration with Microsoft Teams
• Integrating Webex with Teams for seamless communication and collaboration.
12. Call Center Features
• Overview of key call center functionalities like Automatic Call Distribution, Call Queues, Monitoring, and more.
13. Do Not Disturb, Call Parking, and Other Features
• Activating Do Not Disturb, using Call Parking, and other essential features.
1. Introduction to HV Select and Yealink Handset
The HV Select system is a cloud-based telecom solution designed to replace traditional phone lines with a more advanced, feature-rich service. It provides flexibility by allowing users to make and receive calls over the internet, access advanced call management tools, and integrate with productivity apps like Webex and Microsoft Teams.
The Yealink handset connects seamlessly with HV Select, offering a reliable and easy-to-use interface for everyday communication tasks. This guide will walk you through using the Yealink handset with the HV Select system to maximize your productivity.
Key Features of HV Select:
1. Hosted Phone System: No physical phone lines are needed—your calls are routed through the internet.
2. Voicemail: Store and manage voicemail directly on your Yealink handset or access them via email.
3. Call Forwarding: Redirect your calls to any number, ensuring you never miss important communications.
4. Call Transferring: Transfer calls easily within your organization or to external numbers.
5. Mobile Twinning: Receive calls simultaneously on both your mobile phone and desk phone.
6. Integration with Webex: Participate in video meetings and manage messages and calls from your mobile or desktop device.
7. Call Center Tools: Advanced features such as call queuing, call monitoring, and automatic call distribution (ACD) help businesses manage high call volumes efficiently.
Overview of Your Yealink Handset:
Your Yealink handset is designed to make your communication easier and more efficient. Below are some of the key components you’ll use:
1. Screen Display:
• Shows caller ID, call status, and available options like call hold, transfer, and conferencing.
• Provides navigation through various features and settings.
2. Navigation Keys:
• Use the arrow keys to scroll through menus and options displayed on the screen.
• The OK button selects highlighted options, while the Cancel button returns to the previous menu.
3. Soft Keys:
• Located below the display screen, these keys provide different options depending on what is shown on the screen. For example, they may display options like Transfer, Hold, or Conference when you’re on a call.
4. Call Control Buttons:
• Call: Initiates outgoing calls after you’ve dialed a number.
• Hold: Places an active call on hold.
• Transfer: Transfers a call to another person.
• End Call: Hangs up the call.
5. Speaker Button:
• Press this button for hands-free conversations using the phone’s speakerphone feature. The Speaker button is also used to switch between the handset and speakerphone during calls.
6. Voicemail Button:
• Accesses your voicemail directly from the phone. The phone will alert you if new messages are waiting.
7. Mute Button:
• Mutes your microphone during a call. You will still hear the other person, but they won’t hear you.
8. Volume Control:
• Adjusts the call volume during a conversation or ringer volume when idle.
2. Making and Receiving Calls
The Yealink handset makes it easy to handle both internal and external calls. Whether you’re making a call, receiving one, or managing multiple calls, this section provides clear instructions for each action.
Making a Call
Step-by-Step Instructions:
1. Pick up the handset or press the Speaker button if you prefer to use speakerphone.
2. Dial the number:
• For internal calls within your organisation, dial the extension number (e.g., 102).
• For external calls, dial the full phone number, including the area code (e.g., 020 for London).
3. Press the Call button (or wait a few seconds after dialing), and your call will be connected.
4. To end the call, either hang up the handset or press the End Call soft key if you’re using speakerphone.
Calling Using the Directory:
1. Press the Directory button to open your contacts.
2. Scroll through your saved contacts using the arrow keys.
3. Select the contact you wish to call and press the Call button.
Receiving a Call
When someone calls your Yealink phone, you’ll see their number (or name if they’re in your contacts) on the display screen.
How to Answer an Incoming Call:
1. Pick up the handset to answer the call.
2. If you want to use the speakerphone, press the Speaker button instead.
3. To answer the call using a connected headset, press the Headset button.
Additional Options When Receiving a Call:
• Reject the Call: Press the Reject soft key to send the call directly to voicemail.
• Forward the Call: Press the Forward soft key to send the incoming call to another number (e.g., your mobile phone).
Call Management During a Call
While on a call, you have several options for managing the call:
1. Hold:
• To place a call on hold, press the Hold button. The person on the other end will hear music or a message while on hold.
• To resume the call, press the Resume soft key or the Hold button again.
2. Mute:
• Press the Mute button if you need to mute your microphone. You can hear the other person, but they won’t hear you.
• To unmute, press the Mute button again.
3. Switching Between Calls:
• If you receive a second call while you’re on the phone, you’ll hear a beep and see the details of the new call on your display.
• Press the Answer soft key to put the first call on hold and take the new one. You can switch back by pressing Swap.
Ending a Call
To End a Call:
1. If you’re using the handset, simply hang up by placing the handset back on the cradle.
2. If you’re using the speakerphone or headset, press the End Call soft key on the screen.
3. Call Transferring
The Yealink handset allows you to easily transfer calls to another person within your organisation or to an external number. There are two types of transfers: Blind Transfer and Attended Transfer.
Blind Transfer (Direct Transfer)
A blind transfer allows you to transfer a call to another person without speaking to them first. The call is sent directly to the recipient, and you are disconnected from the call once the transfer is completed.
Step-by-Step Instructions:
1. While on a call, press the Transfer button on your Yealink handset. This puts the current caller on hold.
2. Dial the number or extension of the person you want to transfer the call to.
3. Press the Transfer button again to complete the transfer. The call will immediately be transferred, and you will be disconnected.
Attended Transfer (Consultative Transfer)
An attended transfer allows you to speak to the recipient before transferring the call. This is useful if you need to introduce the caller or give the recipient some information before passing the call along.
Step-by-Step Instructions:
1. While on a call, press the Transfer button. This puts the current caller on hold.
2. Dial the number or extension of the person you want to transfer the call to, but do not press Transfer again yet.
3. Wait for the recipient to answer. Once the recipient answers, you can talk to them and explain who is calling.
4. If the recipient agrees to take the call, press the Transfer button again to complete the transfer and disconnect yourself from the call.
5. If the recipient cannot take the call, press the Cancel soft key to return to the original caller.
Semi-Attended Transfer
A semi-attended transfer allows you to transfer the call as soon as you hear the recipient’s phone ringing, without waiting for them to answer.
Step-by-Step Instructions:
1. During the call, press the Transfer button.
2. Dial the recipient’s number or extension.
3. As soon as the recipient’s phone starts ringing, press the Transfer button again to complete the transfer. The call will continue ringing on the recipient’s phone, and you will be disconnected.
Transferring Calls Using DSS Keys (Speed Dial)
If you have DSS (Direct Station Selection) keys programmed with specific extensions or contacts, you can transfer calls more quickly.
Step-by-Step Instructions:
1. While on a call, press the DSS key corresponding to the person you want to transfer the call to.
2. The call will be transferred immediately, without needing to dial the number or press Transfer again.
4. Call Forwarding
Call forwarding allows you to automatically send incoming calls to another phone number or extension, ensuring you never miss important calls. You can set different types of call forwarding depending on whether you want to forward all calls, calls when your line is busy, or calls that are unanswered.
Types of Call Forwarding:
1. Always Forward:
• Forwards all incoming calls to another number.
2. Forward When Busy:
• Forwards calls when your line is engaged on another call.
3. Forward When Unanswered:
• Forwards calls if you do not answer after a set number of rings.
How to Set Up Call Forwarding
Step-by-Step Instructions:
1. Press the Menu button on your Yealink handset.
2. Use the arrow keys to navigate to Features and press OK.
3. Select Call Forward from the menu and press OK.
4. You will see the following options:
• Always Forward
• Forward When Busy
• Forward When Unanswered
Setting Up Always Forward (Forwarding All Calls)
1. Scroll to Always Forward and press OK.
2. Set Always Forward to Enabled using the arrow keys.
3. Enter the phone number or extension to which you want to forward all calls (e.g., your mobile number or another extension).
4. Press Save to confirm the settings.
Setting Up Forward When Busy
1. Scroll to Forward When Busy and press OK.
2. Set Forward When Busy to Enabled.
3. Enter the phone number or extension** to forward calls when your line is busy.
4. Press Save to confirm.
Setting Up Forward When Unanswered
1. Scroll to Forward When Unanswered and press OK.
2. Set Forward When Unanswered to Enabled.
3. Enter the phone number or extension** to forward calls if they go unanswered.
4. Set the number of rings before the call is forwarded (e.g., after 3 rings).
5. Press Save to confirm.
How to Disable Call Forwarding
1. Press the Menu button and navigate to Features.
2. Select Call Forward.
3. Choose the type of forwarding (Always Forward, Forward When Busy, or Forward When Unanswered).
4. Set the option to Disabled.
5. Press Save to confirm.
Advanced Call Forwarding Rules
For more specific forwarding needs, such as forwarding based on time of day or specific numbers, Premier Telecom can assist you in setting up these advanced rules through the HV Select online portal.
5. Call Recording
The call recording feature on the HV Select system allows you to record your conversations for future reference, training purposes, or legal requirements. You can choose to start and stop recordings manually during a call.
How to Manually Record a Call
Step-by-Step Instructions:
1. During an active call, press the More soft key on your Yealink handset. This brings up additional call options.
2. Select Start REC (Start Recording) from the menu. The call recording will begin immediately.
3. You will see an indicator on the screen that shows the recording is in progress.
4. To stop the recording, press the More soft key again and select Stop REC (Stop Recording). The recording will end, and the audio file will be saved automatically in the system.
Accessing Recorded Calls
After recording a call, you can access and listen to it through the HV Select online portal.
Steps to Access Recordings:
1. Log in to the HV Select online portal using your provided credentials.
2. Navigate to the Call Recordings section, where all recorded calls are stored.
3. You will see a list of your recorded calls, including details such as date, time, duration, and the number involved.
4. Click on the recording you wish to listen to. You can either:
• Play the recording directly in the portal.
• Download the recording as an audio file (e.g., MP3 or WAV) for offline use or archiving.
Best Practices for Call Recording
1. Legal Compliance: Always inform the person on the other end of the call that the conversation is being recorded. This ensures compliance with legal regulations, which may vary by region.
2. File Storage: Keep in mind that recorded calls are stored within the HV Select system, but you may also want to download and save important recordings for long-term storage.
3. Use for Training: Call recordings can be valuable for training purposes, allowing you to review how conversations were handled and provide feedback to improve service.
Automatic Call Recording (Optional)
In addition to manual recording, Premier Telecom can set up automatic call recording, where all calls are recorded by default. This feature can be customized based on your company’s needs (e.g., recording only certain departments or call types).
To enable automatic call recording, contact Premier Telecom to discuss your requirements, and they will assist you in configuring the feature in the HV Select system.
6. Checking Call Statistics
The HV Select system allows you to monitor your call activity through detailed call statistics. You can view call logs, analyze call durations, track missed calls, and review overall phone performance either directly on your Yealink handset or via the HV Select online portal.
Viewing Call History on the Yealink Handset
Your Yealink phone keeps a record of your call history, including missed, received, and dialed calls. Here’s how to access this information:
Step-by-Step Instructions:
1. Press the History button (often represented by a clock icon) on your Yealink handset.
2. You will see three options for call logs:
• Missed Calls: Calls that you didn’t answer.
• Received Calls: Calls that you answered.
• Dialed Calls: Calls that you made.
3. Use the arrow keys to navigate between the lists of calls.
4. To view more details about a specific call, use the arrow keys to highlight the call and press OK. Details such as the time, date, and call duration will be displayed.
5. To call someone back, select the call and press the Call button.
Accessing Detailed Call Reports via the HV Select Online Portal
For more in-depth call analytics, such as call volumes, durations, and detailed performance statistics, the HV Select online portal provides robust reporting features.
Steps to Access Call Reports:
1. Log in to the HV Select online portal using your credentials (provided by your system administrator).
2. Once logged in, navigate to the Call Reports or Call Statistics section (the exact name may vary).
3. You can view reports such as:
• Total Calls: The total number of calls made, received, and missed over a certain time period.
• Call Durations: Average and total call durations.
• Call Logs: A detailed breakdown of all calls, including times, dates, numbers, and outcomes (e.g., answered or missed).
• Peak Call Times: Information about the busiest periods of the day for calls.
4. You can use filters to sort by date range (e.g., last week, last month) or by call type (e.g., only missed calls or only outbound calls).
5. Download Reports: Most reports can be downloaded as a CSV or PDF file for further analysis or sharing with your team.
Benefits of Monitoring Call Statistics
1. Track Productivity: Call reports allow managers to monitor the performance of employees or teams, ensuring that call volumes and response times meet business goals.
2. Identify Missed Calls: By regularly reviewing missed call logs, businesses can identify gaps in service and ensure that important calls don’t go unanswered in the future.
3. Peak Call Times: Understanding when your phone lines are busiest helps you schedule employees more effectively, ensuring adequate coverage during high-volume periods.
4. Performance Reviews: Call durations and logs can be used during employee performance reviews to assess the quality and efficiency of communication with customers.
7. Fax to Email
The Fax to Email feature on the HV Select system allows you to send and receive faxes digitally without the need for a physical fax machine. Incoming faxes are automatically converted into PDF files and sent to your email inbox, making it easier to store, manage, and access fax documents from anywhere.
Receiving Faxes via Email
When someone sends a fax to your dedicated business fax number, the system automatically converts it to an email attachment (usually in PDF format). This means you no longer need a traditional fax machine or paper faxes, simplifying document management.
Step-by-Step Instructions:
1. When someone sends a fax to your fax number, the HV Select system will receive it and convert it into a digital PDF file.
2. The PDF file will be automatically sent to the email address linked to your fax number.
3. Check your email inbox. The email subject line typically includes details such as the fax sender’s information and timestamp.
4. Open the email and download the PDF attachment to view the faxed document.
Benefits of Fax to Email:
• Convenience: You can receive faxes from anywhere as long as you have access to your email.
• Digital Records: Faxes are stored digitally, reducing paper waste and improving document management.
• Access from Multiple Devices: Since faxes arrive via email, you can open and view them on your desktop, tablet, or mobile device.
Sending Faxes via Email
In addition to receiving faxes, the HV Select system allows you to send faxes directly from your email account, making the process much more efficient than using a traditional fax machine.
Step-by-Step Instructions:
1. Open your email client (e.g., Outlook, Gmail) and compose a new email.
2. In the To field, enter the recipient’s fax number followed by the appropriate HV Select fax domain (e.g., faxnumber@fax.hvselect.com). This domain will be provided by Premier Telecom.
• For example, if the fax number is 0123456789, you would enter 0123456789@fax.hvselect.com.
3. Attach the document you want to fax, such as a PDF or Word file. The document will be converted to fax format by the system.
4. Write any notes in the email body, but remember that only the attached document will be faxed; the email body will not be included in the fax.
5. Press Send. The HV Select system will convert the email and attachment into a fax and deliver it to the recipient’s fax machine.
6. You will receive an email confirmation when the fax has been successfully delivered.
Best Practices for Sending Faxes via Email:
• Use PDF Format: Always attach documents in PDF or other compatible formats (e.g., DOCX) to ensure the faxed document looks correct.
• Check Recipient Fax Number: Double-check the recipient’s fax number before sending to ensure the fax reaches the correct person.
• Track Fax Status: After sending a fax, check your inbox for a delivery confirmation email. This will tell you whether the fax was delivered successfully or if there were any issues.
How to Manage Fax Settings
If you need to update the email address linked to your fax number or manage other fax-related settings, you can do so through the HV Select online portal.
Steps to Manage Settings:
1. Log in to the HV Select online portal using your credentials.
2. Navigate to the Fax Settings section.
3. From here, you can change the email address that receives incoming faxes, manage notification settings, and view sent and received fax logs.
8. Managing Your Phone Number
The HV Select system allows users to manage multiple phone numbers or extensions easily through their Yealink handset. Whether you’re handling incoming calls from various numbers or forwarding calls to another phone, this feature helps you stay organized and reachable.
Viewing and Managing Multiple Phone Numbers
If your business has multiple phone numbers associated with a single handset (e.g., direct lines for different departments or teams), you can manage these numbers directly from your Yealink phone.
Step-by-Step Instructions:
1. When a call comes in, the phone display will show which phone number or extension the call is coming through (if multiple numbers are linked to your device).
2. To answer calls from different numbers, simply pick up the handset or press the Answer soft key, just like any other call.
3. If needed, you can customize how calls from each number are handled by configuring call forwarding or call rules in the HV Select portal (explained in further detail below).
Forwarding Your Phone Number
If you’re away from your desk or need to redirect calls to another number, the call forwarding feature allows you to send incoming calls to a different phone number, such as your mobile or another colleague’s extension.
Forwarding All Calls from a Specific Number:
1. Press the Menu button on your Yealink handset.
2. Use the arrow keys to scroll to Features, and press OK.
3. Select Call Forward from the menu.
4. Choose the Always Forward option if you want to forward all calls from your phone number.
5. Enter the phone number or extension you want to forward your calls to (e.g., your mobile number).
6. Press Save to confirm your settings.
Forwarding Calls Based on Busy or Unanswered Status:
1. Repeat steps 1-3 from above.
2. Choose either Forward When Busy or Forward When Unanswered, depending on your preference.
3. Enter the forwarding number for each scenario.
4. Press Save to confirm.
Changing Your Phone Number
If you need to change the phone number assigned to your desk phone, Premier Telecom can assist with the setup. Contact them for support, and they will help update your phone’s configuration to reflect the new number.
Managing Multiple Extensions
If your Yealink phone is linked to multiple extensions (e.g., personal and team numbers), you can select which extension to use when making a call.
Selecting an Extension for Outgoing Calls:
1. Before making a call, press the Line button to choose the desired extension.
2. Dial the number you wish to call.
3. Press the Call button to connect the call. The recipient will see the phone number associated with the selected extension.
Advanced Number Management Features
Through the HV Select online portal, you can access more advanced management options for your phone numbers:
• Set time-based call routing rules: Forward calls during specific times of day (e.g., after hours).
• View call logs for each number: Monitor call activity for different phone numbers or extensions.
• Customize voicemail settings: Set up unique voicemail greetings for each phone number associated with your handset.
9. Mobile Twinning
Mobile Twinning is a feature that allows your desk phone and mobile phone to ring simultaneously for incoming calls. With mobile twinning, you never miss important calls whether you’re at your desk or on the go. Calls can be answered on either device, and outgoing calls from your mobile can show your office number, maintaining a professional appearance.
How Mobile Twinning Works
Once configured, mobile twinning ensures that any incoming calls to your Yealink desk phone will also ring on your mobile phone. You can pick up the call on either device, and if you don’t answer, the call will be routed to your designated voicemail or forwarded number.
Key Features:
• Answer incoming calls on either your Yealink desk phone or your mobile phone.
• Outgoing calls made from your mobile phone can be configured to show your office number as the caller ID, preserving a professional identity.
• The system allows for seamless transfer between devices if needed.
Premier Telecom’s Role in Setting Up Mobile Twinning
Premier Telecom configures mobile twinning for you as part of your HV Select setup. They will ensure the system is set up to meet your specific business needs, including linking the correct mobile number to your desk phone.
Using Mobile Twinning
Step-by-Step Instructions:
1. Receiving Calls:
• When a call is made to your office number, your Yealink desk phone and mobile phone will ring simultaneously.
• You can choose to answer the call on either device by picking up your desk phone’s handset or answering on your mobile phone.
2. Making Outgoing Calls from Your Mobile:
• You can place outgoing calls from your mobile phone, and if configured, the recipient will see your office number as the caller ID.
• This keeps your personal mobile number private while maintaining a professional image for your business calls.
3. Seamless Call Switching:
• If you answer a call on your mobile but want to switch to your desk phone, you can place the call on hold on your mobile and resume it on your Yealink phone by dialing a special code or pressing the Resume button on the desk phone.
Managing Mobile Twinning Settings
If you need to adjust your mobile twinning settings, such as changing the mobile number associated with your desk phone, Premier Telecom can assist with this configuration. You may also be able to manage basic twinning options via the HV Select online portal.
Advanced Twinning Settings:
• Time-Based Twinning: You can configure your system to only twin calls to your mobile during specific hours (e.g., during office hours or outside of office hours).
• Custom Call Routing: Set specific rules for how calls are handled if unanswered on both devices (e.g., forward to voicemail or a colleague’s number).
Benefits of Mobile Twinning
1. Never Miss a Call: With mobile twinning, you’re reachable on both your desk phone and mobile phone, ensuring that important calls are always answered.
2. Professional Outbound Calls: When making calls from your mobile, the recipient sees your office number rather than your personal number.
3. Flexibility: Whether you’re at your desk, out in the field, or traveling, mobile twinning ensures you stay connected and responsive.
10. Webex for Your Devices
Webex is a powerful tool that integrates with the HV Select system to provide seamless video conferencing, messaging, and call management from your mobile phone, tablet, or desktop computer. With Webex, you can stay connected to your team and manage communications efficiently, whether you’re in the office or on the go.
Getting Started with Webex
Step-by-Step Instructions for Setting Up Webex:
1. Download the Webex App:
• For iPhone or iPad, go to the App Store and search for “Webex.”
• For Android devices, go to the Google Play Store and search for “Webex.”
• For desktop users, visit the Webex website to download the appropriate version for your Windows or Mac computer.
2. Log in to Webex:
• Open the Webex app on your device.
• Enter the login credentials provided by Premier Telecom (typically your work email and password).
• Follow the on-screen instructions to complete the setup.
3. Grant Permissions:
• When prompted, allow Webex to access your microphone, camera, and contacts so you can use all the features, including video calls, voice calls, and messaging.
Making and Receiving Calls with Webex
Webex allows you to make and receive calls using your office number, even when you’re away from your desk.
Making a Call:
1. Open the Webex app on your mobile device, tablet, or desktop.
2. Tap the Call button (often represented by a phone icon).
3. Enter the phone number or contact name you want to call.
4. Select Audio Call or Video Call depending on your preference.
5. Press Call to start the conversation.
Receiving a Call:
1. When you receive an incoming call, your mobile phone, tablet, or desktop will ring, just like your desk phone.
2. Tap the Answer button to take the call.
3. You can mute your microphone, switch between audio and video, or put the call on hold using the in-call options.
Joining and Scheduling Webex Meetings
Joining a Webex Meeting:
1. Open the Webex app and tap the Meetings tab.
2. Select the meeting you want to join from the list of upcoming meetings.
3. Tap Join to enter the meeting. You can choose whether to join with audio only or with both audio and video.
Scheduling a Webex Meeting:
1. In the Webex app, navigate to the Schedule Meeting option.
2. Select the date, time, and participants for the meeting.
3. Webex will automatically generate a meeting link, which you can share with your team via email or messaging.
Syncing Webex with Your Calendar
To make managing meetings easier, Webex can sync with your work calendar (Google Calendar, Microsoft Outlook, etc.), so you never miss an important meeting.
Steps to Sync Webex with Your Calendar:
1. In the Webex app, go to Settings.
2. Select Calendar Sync and follow the on-screen instructions to connect your calendar app.
3. Once synced, your upcoming Webex meetings will automatically appear in your calendar with reminders.
Using Webex for Messaging and Collaboration
Webex is not just for calls and meetings—it’s also a great platform for instant messaging and collaboration.
Sending Messages:
1. Open the Webex app and go to the Messages tab.
2. Select a contact or create a group space for multiple participants.
3. Type your message and send it. You can also attach files, images, and links.
Collaborating in Group Spaces:
• Spaces in Webex allow you to create dedicated chat rooms for ongoing collaboration with specific teams or projects.
• You can share documents, set tasks, and even host group video meetings directly from the space.
Using Webex on Multiple Devices
Webex allows you to stay connected across multiple devices—switching between your desktop, tablet, and mobile phone seamlessly.
• Start a call on one device and continue on another: If you begin a call or meeting on your mobile phone, you can switch to your desktop by simply logging in to the Webex app on your computer and tapping Continue on Desktop.
• Receive notifications on all devices: You’ll get meeting reminders, call alerts, and message notifications on every device where Webex is installed.
Premier Telecom’s Support for Webex Setup
Premier Telecom will assist you in selecting the correct Webex version for your devices and ensuring the app is set up correctly. This includes support for installation, syncing calendars, and linking Webex to your office number for calls.
If you have any issues with Webex, Premier Telecom will provide troubleshooting support, ensuring that your communications run smoothly.
11. Integration with Microsoft Teams
The integration between Webex and Microsoft Teams within the HV Select system allows users to seamlessly combine the collaboration tools of Teams with the calling features of Webex. This integration helps streamline communication by enabling you to schedule and join Webex meetings, make and receive calls, and manage messages all within the Microsoft Teams environment.
Benefits of Integrating Webex with Microsoft Teams
1. Unified Communication Platform: By combining Webex and Teams, users can access both calling and collaboration tools from a single interface, making it easier to manage meetings, messages, and calls.
2. Seamless Meeting Scheduling: Users can schedule Webex meetings directly from Microsoft Teams, and calendar integration ensures meetings are synced with Outlook or other calendars.
3. Improved Collaboration: You can use Teams for internal collaboration and chats while using Webex for high-quality video meetings, voice calls, and advanced call management.
How Premier Telecom Helps with Integration
Premier Telecom will assist you in integrating Webex with Microsoft Teams, ensuring that the setup is configured correctly to meet your business needs. They will provide guidance and support throughout the setup process, ensuring that you can fully utilize both platforms.
Setting Up the Webex and Teams Integration
Premier Telecom will handle most of the setup, but here’s an overview of the process:
1. Ensure Compatibility:
• Webex and Microsoft Teams integration is compatible with both desktop and mobile devices. Premier Telecom will ensure that your versions of Teams and Webex are up to date and compatible.
2. Configure Webex for Teams:
• Premier Telecom will configure the integration in the Webex Control Hub, setting up the required permissions and connecting it to your Microsoft Teams environment.
3. Enable Microsoft Teams Integration:
• Premier Telecom will ensure that the Webex integration is enabled in the Teams Admin Center, allowing users to schedule Webex meetings and use Webex calling features from within Microsoft Teams.
4. Single Sign-On (SSO):
• To simplify login and enhance security, Premier Telecom can set up Single Sign-On (SSO) so users can access both Webex and Microsoft Teams with the same login credentials.
Using Webex in Microsoft Teams
Once the integration is set up, you can start taking advantage of Webex’s powerful features within the Teams interface.
Scheduling a Webex Meeting in Teams:
1. Open the Microsoft Teams app and go to the Calendar tab.
2. Select New Meeting and choose Webex as the meeting provider.
3. Fill in the meeting details such as title, date, and participants.
4. Click Send, and the meeting invitation will automatically include a Webex meeting link for all participants.
Joining a Webex Meeting from Teams:
1. Open Microsoft Teams and navigate to the Meetings tab.
2. Find the Webex meeting you need to join.
3. Click Join, and you will be connected to the Webex meeting without needing to open a separate Webex app.
Using Webex Calling in Teams
Webex calling features are integrated directly into Microsoft Teams, allowing you to make and receive calls using your office number from within the Teams interface.
Making a Call Using Webex in Teams:
1. Open Microsoft Teams and navigate to the Calls tab.
2. Click the Call icon and dial the phone number or choose a contact from your Teams directory.
3. The call will be initiated through Webex, but you can manage it directly from the Teams interface.
Receiving a Call in Teams:
1. When a call comes in, you will receive a notification within Microsoft Teams.
2. Click Answer to take the call. The call will be connected using Webex’s calling infrastructure, but you’ll manage it from the Teams window.
Accessing Webex Voicemail in Teams:
1. Navigate to the Calls tab in Teams.
2. Under Voicemail, you will see any messages left for you via Webex. You can play, delete, or respond to the voicemails directly within the Teams environment.
Syncing Webex with Teams Calendar
To ensure that you don’t miss important meetings or calls, Webex meetings and call schedules can be synced with your Teams calendar.
Steps to Sync Webex Meetings with Teams:
1. Open Microsoft Teams and go to Settings.
2. Under Calendar, select Webex as the default meeting provider.
3. Webex will automatically sync with your Teams calendar, ensuring that all scheduled Webex meetings appear in your Teams calendar as well.
Benefits of the Integration
1. Improved Workflow: Users no longer need to switch between apps for calls and collaboration. Everything can be managed within the Teams interface, improving efficiency.
2. Advanced Calling Features: Access Webex’s superior calling features such as call forwarding, voicemail, and conference calls directly from Teams.
3. Unified Platform: Bring together Webex’s high-quality video meetings and calling features with the chat, collaboration, and file-sharing tools of Microsoft Teams, all in one place.
Premier Telecom’s Support:
If you encounter any issues or have questions about using Webex within Microsoft Teams, Premier Telecom is available to provide troubleshooting, guidance, and additional training for your team.
12. Call Center Features
The HV Select system offers a range of advanced call center features designed to help businesses manage high call volumes efficiently, improve customer service, and monitor agent performance. These features are particularly useful for businesses handling inbound and outbound customer service, technical support, or sales calls.
1. Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is a feature that automatically routes incoming calls to the appropriate agent or department based on predefined rules, such as agent availability or caller needs.
How It Works:
1. When a call comes in, the system checks for available agents who meet the routing criteria.
2. Calls are distributed evenly among agents to avoid overloading any single individual.
3. If no agents are available, the caller may be placed in a queue or redirected to voicemail.
Key Benefits:
• Ensures that calls are routed to the right person quickly.
• Reduces wait times and improves customer satisfaction by minimizing missed or dropped calls.
2. Call Queues
Call Queues allow you to manage incoming calls when there are more callers than available agents. Callers are placed in a queue and served in the order they arrived, ensuring that no calls are lost or missed during busy times.
How It Works:
1. If all agents are busy, incoming callers are placed in a queue and informed of their position in line and estimated wait time.
2. Agents are notified when a caller is available and can pick up the next call from the queue.
3. You can customize the hold message, play on-hold music, or offer callers the option to leave a voicemail if they prefer not to wait.
Key Benefits:
• Ensures that all incoming calls are handled, even during peak hours.
• Reduces caller frustration by keeping them informed of their wait time.
3. Call Monitoring and Coaching
Call Monitoring allows supervisors to listen in on live calls without the caller or agent knowing, while Call Coaching enables supervisors to whisper instructions to agents during a call.
How It Works:
• Supervisors can use the Call Monitoring feature to listen to calls in real-time to ensure quality and professionalism.
• During Call Coaching, the supervisor can speak privately to the agent to provide feedback or guidance without the caller hearing.
Key Benefits:
• Great for training new agents and ensuring that customer service standards are being met.
• Helps managers identify areas where agents may need additional support or training.
4. Call Recording
Call Recording allows you to automatically or manually record incoming and outgoing calls for training, quality assurance, or compliance purposes.
How It Works:
• Call recordings can be triggered manually by agents or set up to record all calls automatically.
• Recordings are stored securely and can be accessed through the HV Select online portal, where they can be reviewed and downloaded as needed.
Key Benefits:
• Provides a record of customer interactions for training or dispute resolution.
• Helps maintain compliance with legal or industry regulations regarding call recording.
5. Wallboards
Wallboards are real-time displays that show important metrics and statistics for call center agents and supervisors. These statistics include call volume, average wait times, and the number of agents currently available.
How It Works:
1. Wallboards can be displayed on monitors in your call center, giving agents and managers a live overview of call center activity.
2. You can customize the metrics displayed based on your business needs, such as:
• Number of calls in the queue.
• Average wait time for callers.
• Agent availability and current workload.
Key Benefits:
• Provides visibility into real-time performance, helping teams stay on top of call volumes.
• Allows managers to make quick adjustments to staffing during peak times.
6. Agent Performance Reports
The Agent Performance Reports feature provides detailed insights into individual agent performance, including metrics such as the number of calls handled, average call duration, and call outcomes.
How It Works:
• Reports can be generated through the HV Select online portal.
• You can filter the reports by agent, date range, or specific performance metrics.
• These reports can be downloaded and shared with team members for performance reviews or training purposes.
Key Benefits:
• Helps managers track productivity and identify top-performing agents.
• Provides insights into areas where agents may need improvement or additional training.
7. Outbound Call Campaigns
If your business frequently makes outbound calls, the HV Select system can assist with outbound call campaigns. This feature includes tools like predictive dialers, which automatically dial phone numbers and connect agents only when the call is answered.
How It Works:
1. Agents are provided with a list of phone numbers to call, and the system automatically dials these numbers.
2. The system detects when the call is answered and connects the agent immediately, skipping over voicemails or unanswered calls.
3. The system can also track the success of each call, such as whether it was answered, completed, or resulted in a voicemail.
Key Benefits:
• Saves time by automating outbound dialing for large campaigns.
• Ensures agents spend more time talking to customers and less time waiting for connections.
8. Call Center Workforce Management
This feature helps call centers manage agent shifts, ensuring that there is always enough coverage during peak times without overstaffing during slower periods.
How It Works:
• Workforce management tools track agent availability, break times, and scheduled shifts.
• Managers can create schedules based on historical data, such as peak call times and agent productivity.
• Alerts can notify managers when additional agents are needed to handle increased call volume.
Key Benefits:
• Improves call center efficiency by ensuring the right number of agents are available at all times.
• Reduces wait times for callers and prevents agent burnout by balancing workloads.
9. Interactive Voice Response (IVR)
IVR allows callers to interact with an automated system through voice commands or keypad inputs, routing their call to the correct department or agent based on their selection.
How It Works:
1. Callers are greeted with a pre-recorded menu of options (e.g., “Press 1 for Sales, Press 2 for Support”).
2. Based on their selection, the IVR routes the call to the appropriate agent or department.
3. IVR can also handle common tasks, such as checking account balances or retrieving basic information, without the need for an agent.
Key Benefits:
• Reduces the need for live agents to handle basic inquiries.
• Improves call routing efficiency by ensuring callers reach the correct department quickly.
13. Do Not Disturb, Call Parking, Voicemail to eMail and Other Features
In addition to core functionalities like calling, transferring, and forwarding, the HV Select system and Yealink handsets offer several additional features that can help users manage their calls more efficiently. These include Do Not Disturb (DND), Call Parking, and other tools for handling calls in different situations.
1. Do Not Disturb (DND)
The Do Not Disturb (DND) feature allows you to temporarily block all incoming calls. When DND is enabled, calls are automatically redirected to voicemail or another destination of your choice, preventing interruptions.
How to Enable DND:
1. Press the DND button on your Yealink handset. You’ll see a DND icon appear on your phone display.
2. Once activated, all incoming calls will be diverted directly to voicemail or forwarded according to your call routing settings.
How to Disable DND:
1. Press the DND button again to disable the feature. The DND icon will disappear, and incoming calls will ring as usual.
Benefits of DND:
• Prevents interruptions during important meetings or when focused on specific tasks.
• Ensures that calls are still routed appropriately without ringing your phone.
2. Call Parking
Call Parking allows you to place a call on hold in a park location so it can be retrieved from another phone. This is useful in a shared office environment where the call may need to be picked up by another team member at a different desk.
How to Park a Call:
1. During an active call, press the Transfer button on your Yealink handset.
2. Dial the Call Park extension (which may be provided by your system administrator, such as 801).
3. Press Transfer again to park the call. The system will assign the call to a park location (e.g., 801 or 802), and you’ll hear the location announced.
How to Retrieve a Parked Call:
1. From any phone in the system, dial the park location number (e.g., 801).
2. The parked call will be retrieved, and the conversation will continue.
Benefits of Call Parking:
• Useful for transferring calls to someone else when they’re not at their desk.
• Allows for flexible call handling in a multi-desk environment.
3. Call Hold
The Call Hold feature allows you to put a caller on hold while you complete another task, such as checking information or answering another call.
How to Place a Call on Hold:
1. During an active call, press the Hold button on your handset. The caller will be placed on hold and will hear music or a message.
2. To return to the call, press the Resume soft key or the Hold button again.
Benefits of Call Hold:
• Gives you time to gather information or manage multiple calls without disconnecting the first caller.
4. Busy Lamp Field (BLF)
The Busy Lamp Field (BLF) is a feature that allows you to monitor the status of other extensions in your organization. It shows whether a specific line is busy, available, or on a call.
How BLF Works:
• On your Yealink phone, BLF keys are typically displayed with red, green, or no lights:
• Green: The extension is available.
• Red: The extension is busy or on a call.
• Unlit: The extension is idle.
Using BLF:
• Press the BLF key associated with a specific extension to call that user directly.
• If the light is red, you’ll know they are on a call, and you may want to transfer to another person or leave a message.
Benefits of BLF:
• Helps in quickly identifying whether a colleague is available to take a call.
• Improves workflow by reducing the need for internal communication about availability.
5. Voicemail to Email
The Voicemail to Email feature sends a copy of your voicemail messages directly to your email inbox, allowing you to listen to them from any device.
How to Use Voicemail to Email:
1. When you receive a voicemail, the system automatically sends an email to your linked email address.
2. The email will include a .wav or .mp3 file attachment containing the voicemail message.
3. You can listen to the voicemail by opening the attachment from any email-capable device, such as a phone, tablet, or computer.
Benefits of Voicemail to Email:
• Ensures that you don’t miss important messages when you’re away from your desk.
• Allows for easy storage and organization of voicemail messages.
6. Caller ID Customization
Caller ID Customization lets you adjust the information displayed on the recipient’s phone when you make an outbound call. This is particularly useful for businesses that want to maintain a consistent and professional identity across all outbound calls.
How to Set Up Caller ID:
1. Log in to the HV Select online portal and navigate to the Caller ID settings.
2. Enter the desired name or number that you want to appear when making outbound calls.
3. Save the settings, and the new caller ID information will be applied to all future outbound calls.
Benefits of Caller ID Customization:
• Helps maintain a professional appearance by displaying a company name or primary office number instead of a personal or department-specific number.
7. Call Forwarding Rules (Advanced)
Advanced Call Forwarding Rules allow you to set more complex call handling options, such as forwarding calls based on time of day or caller identity.
How to Set Up Advanced Call Forwarding:
1. Log in to the HV Select online portal and navigate to the Call Forwarding section.
2. Select Advanced Rules.
3. Set up rules such as:
• Forwarding calls during specific hours (e.g., forward calls to voicemail after office hours).
• Forwarding calls from specific numbers (e.g., send VIP clients directly to your mobile).
4. Save the settings, and the system will apply the forwarding rules as specified.
Benefits of Advanced Call Forwarding:
• Offers more control over how and when your calls are routed, allowing for flexibility in managing your business communications.
