DigitalTalk Calling Features

What is DigitalTalk voice mail?
As a subscriber to ACN DigitalTalk, you are provided with voice mail. No longer do you need to support an answering machine, or worry about accessing you messages remotely.
What if I forgot my voice mail password?
  1. Visit myacn.com and select DigitalTalk at the bottom of the screen, and click ‘My Account’ in the upper right hand corner.
  2. Log in with your user name and password and select the User from the drop down on the left for the Voice Mail password you need reset.
  3.  Click on ‘Profile’ on the left-hand side
  4. Scroll down till you see ‘Voice Portal Passcode’, input a 4-digit pin number (this can be any number)
  5. Scroll to the top of the page and click Save.
How do I access my voice mail from my Polycom phone?
Simply press the ‘Messaging’ button on your Polycom phone. Enter your 6-digit password (initially set by your Business Implementation Manager). Follow the prompts to listen to messages, save or delete messages, update or change your greeting, and more.
How do I access my voice mail remotely?
Call your DigitalTalk Phone Service phone number. When you hear the Voice Mail greeting, press the * button to interrupt the greeting.  Follow the prompts to listen to messages, save or delete messages, update or change your greeting, and more.
What is DigitalTalk Email Notification?

Activate Voice Mail Email Notification to direct your voice mail to send an email message each time a new voice mail message is received. Each voice mail message will appear in a separate email and, if Caller ID information is available, you'll see the caller's phone number in the subject line of the email. You will also be able to see if callers mark their messages as urgent. Email notification can be activated or deactivated online. Please note changes to your settings will not take effect immediately.

How do I set up email notification?
  1. Visit myacn.com and select DigitalTalk at the bottom of the screen, and click ‘My Account’ in the upper right hand corner
  2. Log in with your user name and password and select the User from the drop down on the left-hand side that you wish to set up
  3. Select Calling Features and then select Messaging
  4. Under the Voice Mail Delivery Options section of the page, select the ‘Send Notification Email To’ box and enter the email you would like to have your voice mails delivered to
  5. Click the ‘Save All’ button on the bottom right of the page to confirm your changes
What are voice mail attachments?

When selected, you can send a notification email every time a new voice mail message arrives as well as attach a .wav file.

  • Play back your voice messages through your computer without accessing your voice mail system or online account.
  • Forward the voice message via email.
  • Save the voice message to your hard drive, CD-Rom, etc.

Most media player formats are supported. Be sure to complete the Email Address text box field when using this option.

How do I use Call Waiting?
When you are on the phone, you will hear a series of beeps indicating an incoming call. To accept the incoming call and put the original call party on hold, press your phone's hold button and then select the line that is ringing in. To switch back to the original party just simply select the line your original party is on.
How do I use Caller ID?

Caller ID allows you to see the phone number of the person calling you. For phones that have a built-in Caller ID screen, when a call comes in, you'll hear the phone ring and see the screen display the caller ID information of the caller (if not blocked by the caller).
May not be available in all areas.

How do I use Call Forwarding?
Call Forwarding allows you to forward inbound calls to only one telephone number when your phone is busy, when there is no answer, or all the time. 
 
To enable Call Forwarding No Answer:
  1. Visit myacn.com and select DigitalTalk at the bottom of the screen, and click ‘My Account’ in the upper right hand corner
  2. Log in with your user name and password and select the User from the drop down on the left hand side that you wish to set up Call Forwarding No Answer
  3. Select ‘Calling features’ and then ‘Incoming Calls’.
  4. Select ‘Call Forwarding No Answer’
  5. To enable, select ‘On’, to disable the feature, select ‘Off’. 
  6. Input the number, or Extension, you wish to forward to.
  7. Select the amount of rings before the call will forward.
  8.  Click Save. 

Note: You can also use star code *92 to enable Call Forwarding No Answer and just follow the prompts to configure. To disable use *93
 
To Enable Call Forwarding Busy:

  1. Visit myacn.com and select DigitalTalk at the bottom of the screen, and click ‘My Account’ in the upper right hand corner
  2. Log in with your user name and password and select the User from the drop down on the left hand side that you wish to set up Call Forwarding No Answer
  3.  Select Calling features and then Incoming Calls.
  4. Click on Call Forwarding Not Reachable
  5. To enable, select ‘On’, to disable the feature select ‘Off’. 
  6.  Input the number, or Extension, you wish to forward to.
  7. Click Save. 

 Note: You can also use star code *90 to enable Call Forwarding No Busy and just follow the prompts to configure. To disable use *91

To Enable Call Forwarding Always:

  1. Visit myacn.com and select DigitalTalk at the bottom of the screen, and click ‘My Account’ in the upper right hand corner
  2. Log in with your user name and password and select the User from the drop down on the left hand side that you wish to set up Call Forwarding Always
  3. Select Calling features and then Incoming Calls.
  4. Click on ‘Call Forwarding Always’
  5. To enable, select ‘On, to disable the feature, select ‘Off’. 
  6.  Input the number or Extension you wish to forward to.
  7. Click Save. 

Note: You can also use star code *72 to enable Call Forwarding No Always and just follow the prompts to configure. To disable use *73

How do I use Call Return: Last Number Redial?

If your phone does not have a redial button, press *66 to call the last number you dialed. To dial back the last person who called you, simply pick up your phone and dial *69. Your ACN Digital Phone Service will dial back the number of your last incoming call.

How do I use Speed Dial?

Dial the people you call most with just a push of a button. To program a phone number, enter the star code for Speed Dial 8 (*74), followed by the one-digit number (choose from 2-9) you want to assign as one of your eight speed dial choices, followed by the telephone number you want to associate with that speed dial, followed by the # key on your phone. For example, to assign speed dial code 2 with the number 704-555-1212, dial *74 27045551212 and then press the # key. A message announces the success of the operation. When you want to call the person, simply dial the single digit instead of the entire phone number.

How do I change the number of rings I receive?

Dial *610 and press the Send button. An automated system will request you to dial the number of rings you would like using the key pad. Your Digital Phone Service can be adjusted up to 20 rings.

What is Music on Hold?

This feature allows you to play music when a customer is on hold. You can either use the default music or upload your own! This feature only supports .wav files

Accessing Music On Hold:

  • Log into your DigitalTalk Online Account (can be found by selecting the My Account section on the DigitalTalk homepage).
  • Select Group Services on the left-hand side and then select Site Services.
  • Select Music On Hold.
  • Check the box for Enable Music During Call Hold.
  • Select the Message Type the Custom to upload your own music.
  • Click Save.

File Requirements for Music on Hold:

  • File Format: .wav
  • Maximum File Size: 10 minutes
  • Audio Format: CCITT u-Law / Attributes: 8.0 khz, 8 Bit, Mono
  • Most other file formats can be converted to the format above using commercially available software such as:  Sound Recorder (Windows XP), Switch Audio and Audacity

File Conversion using Audacity with Windows 98/ME/2000/XP:

  • Visit Audacity
  • Download Audacity 1.2.6 installer.
  • After installation, launch Audacity 1.2.6.
  • At the top click Edit and then Preferences.
  • Click File Formats.
  • Under Uncompressed Export Format drop down box, select Other.
  • A pop up box appears.  For the Header choose WAV (Microsoft) and for Encoding select U-Law.
  • Click OK, then OK again.
What is Hunt Group?

Hunt Group is a tool that allows one phone number to ring multiple devices. Accessing your Hunt Group:

  • Log into your DigitalTalk Online Account by selecting the My Account section on the DigitalTalk homepage.
  • Select Group Services on the left hand side and then select Site Services.
  • Select Hunt Group and use the drop down to click on your phone number.
  • Click Profile on the left hand side.
  • Once you configure your Hunt Group click Save.
What is Auto Attendant and how is it configured?

What is an Auto Attendant?
An Auto Attendant is a tool that acts as an automated receptionist for your customers. Callers get a professional greeting and routing options that enable them to reach the correct party, improving efficiency and customer satisfaction for your business.

Setting up your Auto Attendant:
You have the ability to access your Auto Attendant settings via the online portal. Once you setup your menu options for the Auto Attendant in the portal, you may record your greetings via your phone system or the portal. If you wish to use a professional greeting, you can use the online portal to upload your file. However, if you wish to use a simple greeting, you can use your phone system to create your greetings.

Accessing your Auto Attendant via the online portal:

  • Log in to your DigitalTalk Online Account (can be found by selecting the My Account section on the DigitalTalk homepage).
  • Select Group Services on the left-hand side and then select Site Services.
  • Select Auto Attendant and use the drop-down to click on your phone number.
  • Click on Profile on the left-hand side.
  • You can now configure your Auto Attendant menu options for Business Hours and After Hours. This includes setting up your options for employees, including their extension/telephone number and call transferring options:
    • Transfer to Operator – Will transfer to the operator
    • Transfer without Prompt – Will transfer the call without a message
    • Transfer with Prompt –  Will state the extension to which you will be transferred
    • Name Dialing – Will allow you to enter the first 3 letters of the individual’s name at any time for transfer to that individual
    • Extension Dialing – Will allow you to enter the individual’s extension at any time for transfer to that individual
    • Repeat Menu – Will repeat the menu until the call is disconnected or any selection is made
  • Once your changes have been made, click Save.
  • Follow the instructions below to setup your greetings.

Setting up your greetings via the online portal:

File Requirements for the Auto Attendant:

  • File Format: .wav
  • Maximum File Size: 10 minutes
  • Audio Format: CCITT u-Law / Attributes: 8.0 kHz, 8 Bit, Mono
  • Most other file formats can be converted to the format above using commercially available software such as:  Sound Recorder (Windows XP), Switch Audio and Audacity

File Conversion using Audacity with Windows 98/ME/2000/XP:

  1. Visit Audacity
  2. Download Audacity 1.2.6 installer.
  3. After installation, launch Audacity 1.2.6.
  4. At the top click Edit and then Preferences.
  5. Click File Formats.
  6. Under Uncompressed Export Format drop down box, select Other.
  7. A pop up box appears.  For the Header choose WAV (Microsoft) and for Encoding select U-Law.
  8. Click OK, then OK again.

Locating and Applying your Converted File:

  1. Click on File to locate the file saved on your computer.
  2. Ensure that the Project Rate of your file is at 8000 Hz (bottom left hand corner).  If not, click on the number and select 8000 Hz from the list.
  3. At the top select File and then Export as WAV and save the file to your desktop.
  4. Log into your DigitalTalk Online Account.
  5. Scroll down the page and on the left-hand side, click on Company Features.
  6. By default your Auto Attendant should be highlighted. From the drop down menu, select your Auto Attendant Number or Extension
  7. Scroll down the page and select from either Business or After Hours.
  8. Click Personal Greeting and then Browse to locate the file (should be on your desktop).
    NOTE: Please wait until your file has been uploaded before proceeding with the next step.
  9. Once you are satisfied with the changes to your greetings and your menu options, click Save.

Setting up your greetings via your phone system:

Required information for this process

  • Your Group Voice Portal extension number (typically ext. 6000)
  • Your Group Voice Portal password
  • Your Auto Attendant extension number (if there are multiple auto attendants)

NOTE: If the above information is not known, you will need to contact ACN DigitalTalk Customer Support.

Calling your Voice Portal to setup your greetings:

  • From your business phone, connect to your voice mail system either by using the Messages à Message Center method, or by dialing *62.
  • When you hear the voice portal greeting, press *.
  • You should now hear “Please enter your mailbox ID now...” At this point, dial the Group Voice Portal extension number (typically ext. 6000).
  • You will now be prompted to enter a password. At this point, enter the Group Voice Portal password.
  • Press ‘1’ to enter the Auto Attendant greeting menu. If you have multiple Auto Attendants, you will now be prompted for the extension number of the Auto Attendant that you wish to make changes to.
  • Press ‘1’ to change your Business Hours greeting, or press ‘2’ to change your After Hours greeting.
    • If you selected ‘1’, you can now choose:
  • 1 – Change current Business Hours greeting
  • 2 – Listen to current Business Hours greeting
  • 3 – Revert back to default (system) Business Hours greeting
  • * – Go back to previous menu
    • If you selected ‘2’, you can now choose:
  • 1 – Change current After Hours greeting
  • 2 – Listen to current After Hours greeting
  • 3 – Revert back to default (system) After Hours greeting
  • * – back to previous menu
  • Once complete, you may hang up. If you wish to test your Auto Attendant, you may dial the respective Auto Attendant extension number.

NOTE: Remember to set your Auto Attendant Business Hours and After Hours menus to match your greetings.

 

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