Phone, Fax, and Internet Management


Table of Contents


Phone/Fax Line and Internet Service Management


Seasonal Service Adjustments

Ultimately, it will be your responsibility to ensure that our phone and fax lines are always meeting business and our internet connection supports the traffic, while keeping cost down as much as possible. This can vary seasonally with staff/intern numbers as well as program and project needs. As a result, we often conduct what our phone company terms “seasonal disconnects” and “seasonal reconnects”

Traditionally, this will mean:

With MegaPath, a hunt group (such as Hotline) will have as many possible lines to ring on as there are phones assigned to that line. For example, if there are 5 phones assigned to Candidate Line, 5 possible callers can be on that line at one given time. This is because each phone has its own unique phone line.

Personal Voicemail


Our office phones are Polycom VVX 300. Here is an instruction sheet.

Check Voicemail


In order to set up your personal phone's voicemail, please follow these steps.
  1. Hit the "Messages" button with an envelope on the left side of your phone.
  2. Follow the initial prompts to enter your initial PIN (which should be 8689 or 8683), followed by the # key.
  3. Follow the prompts to enter a new PIN.
  4. Follow the prompts to set up a new message.

After setup, voicemails can be checked by hitting the same Messages button and entering your PIN. If you have issues, please contact the Office Manager.

Check Missed Calls


In order to check missed calls, click the down arrow on the 4-way toggle on your phone. This will list the calls you've missed. Select the "Type" key to view different types of calls, such as "Received" or "Placed" calls.

Office Voicemail


Check Voicemail

All three hunt groups (see below) - main line, candidate line, and hotline - forward to the same voicemail box.

To check Voicemail in the office, dial 099 (please remember to hit the send button, it's the first button below the interface). After the call goes through, dial * and enter our mailbox number followed by the pound key: 137#. Following this, please dial in 1234#. This will take you to our voicemail box.

While out of the office, please dial 515-989-6374, then dial * and enter our mailbox number followed by the pound key: 137#. Following this, please dial in 7757#. This will take you to our voicemail box.

Megapath is also currently set up to send transcriptions and audio files of individual voicemails to Officemgr@votesmart.org. These transcriptions may contain errors and any unclear parts of the transcription should be checked against the audio. These can then be forwarded to the intended recipient along with any corrections and filed under the /voicemails section of the Office Manager account. Voicemails are currently set to auto-delete from the mailbox after being sent via email to keep the mailbox clear.

Hunt Groups


Staff/intern phones may be assigned to one (or more) of three "Hunt Groups": main line (515-989-6363), Hotline (515-639-3040, which takes calls from 1-888-868-3762), and/or Candidate line (515-989-6359). This depends on their department: DevComm/Office Manager tend to be assigned main line, while Researchers are assigned to Hotline/Candidate line.

In order to assign a user's phone to a hunt group:
  1. Log in to my.megapath.com
  2. Go to "Voice Services"
  3. Scroll down to "Voice Services Management" and click "Manage Now"
  4. Select "Voice Admin" from the left-hand toolbar.
  5. Select "Project Vote Smart (grp_170732)" from the "Group" drop down menu
  6. Under "Hunt Groups", select the setting icon next to the relevant group's name.
  7. The interface allows you to add and subtract users. Highlight the name of an "Available User", then click "Add".
  8. Save.


All active phone lines should be assigned to at least one phone so that it will ring for those responsible for answering it (see Phone Set-Up)

When adding or removing lines, it's important to make sure that after changes are made, the hunts are working properly, voicemail is working for all the lines, and forwarding procedures work as planned. If not, please consult Megapath communications and our phone programming resources.

Advanced and Admin Options

Training sessions are available through MegaPath and may be useful to learning advanced configuration steps.

Time Schedules
The "Standard" time schedule for the IA office phones is 8AM-5PM CT. Outside of these hours, callers receive an after-hours message and forwarding.

This time schedule can be edited (for special events like election day) by following these steps:
  1. Log in to my.megapath.com
  2. Go to "Voice Services"
  3. Scroll down to "Voice Services Management" and click "Manage Now"
  4. Select "Voice Admin" from the left-hand toolbar.
  5. Select "...(grp_170732)" from the "Group" dropdown menu.
  6. Select the "Group Profile" tab
  7. Select "Time Schedules"
  8. Edit the hours by dragging the gray box to describe the appropriate work hours for a given day. Do this for both the "After Hours" and "Standard" tabs, such that all hours are covered.
  9. Click "Save".

Holiday Schedules
Holiday Schedules are set by date via Megapath -> Voice Admin -> Group -> Group Profile -> Holiday Schedule. Regular dated holidays are set to repeat indefinitely.
Holidays based on weekday should be updated each year.

Personal Time Schedules
Voice Over IP (VOIP) phone service allows our phones to be plugged in to any internet connection and make calls like they would in the Iowa office (they can also be redirected to mobile phone numbers). This allows remote users to be on the same phone system.

These users may have their phones in a home office. In order to set up call forwarding during non-business hours, a Time Schedule must first be set up by following these steps:
  1. Log in to my.megapath.com
  2. Go to "Voice Services"
  3. Scroll down to "Voice Services Management" and click "Manage Now"
  4. Select "Voice Admin" from the left-hand toolbar.
  5. Select the relevant user from the "User" dropdown menu
  6. Select the "Profile" tab
  7. Scroll down to "Time Schedules" and click "Add New Schedule"
  8. Set up a schedule of time by blocking off the hours the phone should ring, as described here. Be sure to block off the times that the user will be off-hours, such that calls go to voicemail during those hours.
  9. Click "Save"

Then, Selective Call Forwarding should be set up for the user with the given Time Schedule.
  1. Log in to my.megapath.com
  2. Go to "Voice Services"
  3. Scroll down to "Voice Services Management" and click "Manage Now"
  4. Select "Voice Admin" from the left-hand toolbar.
  5. Select "...(ste_323509)" from the "Group" dropdown menu
  6. Select Users
  7. Select the relevant user
  8. Select the gear icon for settings
  9. Enter a default number for "Call Forwarding Always" that is the voicemail box. This number is "*55" followed by the extension number (i.e., "*55104"). Be sure that the setting remains set to "Off".
  10. Click "Save".
  11. Click "View All Services".
  12. Click "Edit" next to "Call Forwarding Selective".
  13. Enter a the same voicemail box number (*55xxxx) for the "Default Call Forward to phone number". Click Save.
  14. Click "Edit" next to "Call Forwarding Selective".
  15. Click "Add Rule..."
  16. Add a description like "Off Hours". Select a Time Schedule from the dropdown menu. Be sure the "Use Default Forward phone number" and "Any phone number" options are selected.
  17. Click "Save".
  18. Click "Save" also on the "Call Features" window that is open.

Once this is set up, users can activate/deactivate selective call forwarding from their own phones.

To deactivate select call forwarding:
  1. Dial "#77" on your phone
  2. Hit "Send"
  3. You should then hear a message that select call forwarding is deactivated.
To activate select call forwarding:
  1. Dial "#76" on your phone
  2. Hit "Send"
  3. You should then hear a message that select call forwarding is activated.

Call Forwarding to Cell Phones
Incoming calls can be set up to transfer to a given phone number after it attempts to ring on the physical office phone.
  1. Log in to my.megapath.com
  2. Go to "Voice Services"
  3. Scroll down to "Voice Services Management" and click "Manage Now"
  4. Select "Voice Admin" from the left-hand toolbar.
  5. Select "...(ste_323509)" from the "Group" dropdown menu
  6. Select Users
  7. Select the relevant user
  8. Select "View All Services" link in the bottom right
  9. Next to "Call Forwarding No Answer", turn the setting "On" and enter the desired 10-digit phone number
  10. Set the number of rings (The default is high - 3 is suggested)
  11. Click "Save"


To block a spam number on one phone or in the entire organization, call or chat with the Megapath/Fusion customer service. The only information the customer service agent will need is the number that needs to be blocked.

Tracking Phone Usage

Each month's phone bill will display total minutes, including toll-free minutes (a good measure of Hotline use).

You can also pull total calls:
  1. Go to my.megapath.com
  2. Hover over "Billing"
  3. Click "Usage Reports"
  4. Click "View Now" for Call Detail Records
  5. Go to line "Extension Call Detail Enhanced". Click the "<- in" button (for inbound calls)
  6. Select a date range
  7. Select the line you are interested in (Hotline is the 888... number)
  8. Click "build report now"
  9. There are multiple options to download, including Export to CSV.

These reports can also be scheduled using the "schedule the report" button.

Reports are saved in /public/ITstuff/Hotline/

Monitoring the Uservoice and Comments@ Accounts


UserVoice is a program we use to monitor user feedback for our website. There is a "?" on the bottom right corner of each page on our site. Users can click on this link and leave comments or questions. These comments or questions are then sent to the UserVoice account. This account should be checked at least twice a day (once in the morning and once in the afternoon). To do so, click on https://votesmart.uservoice.com/forums/206243-votesmart-org-feedback and click the "sign in" button. Another window should pop up and you should be able to enter your username and password. You may have to put your username and password in multiple times before it lets you into your account. Once logged in, you can check for any new tickets by clicking on "new tickets". To respond to a ticket, click on the ticket on the left-hand side of the page and then click on "Assign this Ticket to Yourself to Reply". UserVoice will also send you an email everyday giving you a list of tickets from the previous day.

The comments@ email account is another way that receive feedback from our website users. If you are the person responsible for this account, you can log into the account by going to https://gmail.com. These emails should be responded to or forwarded as quickly as possible so keeping this email account open throughout the day is a must. Any emails that you don't know how to answer should be forwarded to the appropriate person who can answer that question.

Issues


If you are experiencing issues with the phone or fax lines or internet connection (perhaps a decline in call quality or are experiencing dropped calls), consult IT, then contact MegaPath. Keep a log of problems people are experiencing with the date, time, line, and description of problem for each issue.

Manning the Phones, Email, and Fax

Phone/fax/email coverage

We are required to man the phone lines from 8-5 Monday-Friday (including lunch) for all days except paid holidays and days the office is closed. We normally do this through a rotating schedule. Work with the Research Directors and Office Manager to ensure this is always the case.

Hunt group calls ring differently than direct line calls. For example, a hotline call will ring on the phones of everyone on hotlines. If that call is transferred to another staff, that ring will be different than the initial ring.

The Office Manager is the primary person responsible for checking voicemail and ensuring that phones are covered, though they may delegate these tasks. It is the Office Manager's responsibility to train others in these tasks and assign them to serve as backups in the case of the Office Manager's absence.

The National Director should also make sure all externally-provided email accounts are being monitored by someone in the office.

Greeting Messages

These messages play when a call comes in after hours (based on our Time Schedule and Holiday Hours). The message is recorded for Extension 137 (our Voicemail).

Generic (Everyday)
“Thank you for calling Vote Smart. Our regular office hours are Monday through Friday 8am to 5pm Central Standard Time. If you are calling during these hours and receive this message, all lines are busy and please try back again. If you are calling after hours please leave a message and someone will get back to you as soon as possible. Thank you and have a nice day.”

Extended Absence (Extended Holidays)
This message is dictated by DevComm. An example from 2020 is:
“Thank you for calling Vote Smart. Our office is closed for the holidays from December 25th through January 1st but we are checking messages each and every day. Please leave a message and we will get back to you. Our regular office hours of Monday through Friday from 8am to 5pm Central Standard Time will resume on January 4th. Happy Holidays from all of us at your Vote Smart office.”

"Thank you for calling Vote Smart. Our office is closed for the holiday weekend. Please leave a message and we will get back to you. Our regular office hours are Monday through Friday from 8am to 5pm Central Standard Time. Have a great weekend!"

To set this message for the Voicemail instead of the Generic greeting:
  1. Access the voicemail box (see above)
  2. Press 9 for User Options (a new recording can be made through this menu as well)
  3. Press 1 for Greetings and Name Announcement options
  4. Press 3 to set the current greeting
  5. Press to 2 to change to the Extended Absence greeting (or press 1 to change to the Generic greeting)

Hotline Schedules
Hotline schedules will be produced by the Director of Officials Research and sent to Research Staff every Friday. Research staff are assigned hotline hours through 8-12 and 1-5 as well as during the lunch hour. In the event that the Director of Officials Research position is not filled it will be provided by the National Director.

Phone use training

You will want to maintain the Phone and Email Operator's Guide, train staff and interns as necessary, and give feedback to those serving as operators.

Maintaining Contact directories

(see ManagingInformation)
In particular, you will want to ensure the PhoneList and all pages linked to from there are kept up-to-date and posted where necessary

There are extra phone sets in storage that may be swapped in as needed.
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