TABLE OF CONTENTS
OVERVIEW
ENA Connect provides a separate portal for Users and Administrator. Each portal contains an extensive list of features. Here are just a few:
* indicates Admin feature
Phone book – Users can view and call (from the portal) personal contacts, other ENA Connect Users within the organization, and create speed dials
My Profile – Users can enter various e-mail and telephone information that can used in the advanced Smart Call Forwarding features
Reach Me – Allows users to control their call treatments from any internet-connected browser
My Calls – Allows users to see all call logs on-line, and call back or e-mail other callers
Voicemail – Allows users to listen to their voicemail through their browser
* Manage Users – Maintain user information, assign telephone numbers, extensions, add additional administrators
* Directories – Add new users, organization-wide contacts, and office (organization) and group administrators
* Groups – Add administrative groups, ACD groups, hunt groups, and call groups
* Services – Manage and create Class of Service (COS) templates, and access and view various reports
* Admin Help – The complete ENA Connect Administrator’s Portal Reference Guide available in both PDF and HTML formats
CPE (Phones)
What model phones are supported on ENA Connect?
What's the difference between the Polycom IP 320 and 330?
Is there a quick way to clear the "# Missed Calls" message on the phone display?
Can I set different ring types for the different lines on my phone?
Can I set different ring types for contacts in my contact directory?
Can I use a headset with my Polycom phone?
Which phones support a side car/expansion module? How many buttons are there on a side car? How many side cars can a single phone support?
Polycom IP 650 and IP 670 support the side car/expansion module. There are 14 buttons on the side car. A single phone can support up to 3 side cars. The expansion module for the 650 has a backlit display while the expansion module for the 670 has a color display.
What model phones are supported on ENA Connect?
Polycom IP 320, 330, 430, 450, 501, 550, 560, 650, 670, IP 4000 (conf phone), IP 6000 (conf phone). We are no longer selling, but continue to support the IP 430 and IP 501.
What's the difference between the Polycom IP 320 and 330?
The IP 330 has a switch port in the back of the phone. If a customer only has one LAN drop in their cubes/offices and they don't want to install additional wiring, then they should purchase the IP 330, which will allow them to daisy chain their phones and their computers.
Is there a quick way to clear the "# Missed Calls" message on the phone display?
On the Polycom IP 430, 450, 550, 560, 650 and 670, you can use the Down arrow to bring up the missed call logs, and when you hit the exit soft key, the Missed call message will be cleared. On the Polycom 320/330, you can press the "Callers" soft key to bring up the missed call log and then press the left arrow to exit back to the main menu. The Missed call message will be cleared.
On the Aastra phone, press the "Callers" soft key and then the "Done" soft key and the Missed Call message will be cleared.
Can I set different ring types for the different lines on my phone?
Yes, On your Polycom phone, press the Menu button, then choose Settings>Basic>Ring Type, use the up and down arrows to select the line you want to change, use the up and down arrows to choose the ring type you want for that line, then hit Select.
Can I set different ring types for contacts in my contact directory?
Yes. When entering a contact in the contact directory on your phone, input the number associated with the ring type you want to use for incoming calls from that person.
The numbers associated with each ring type can be found by pressing the Menu Button > Settings > Basic > Ring Type.
Can I use a headset with my Polycom phone?
Yes. The following link will provide a list of headsets that Polycom has tested and approved for use with their phones. (polycom headset compatibility)
Please note: If you have a Polycom IP 320/330, you will require a 2.5mm to RJ-9 adapter to use most headsets.
Features
What is the difference between BLA and BLF?
Can a user with a Connect Pro package, intercom a user with a Basic package?
How do customers block 900 #'s for each user?
Why are some of the features not available on the Class of Service Templates (i.e. Hunt Groups)?
Does hunting apply to all calls or only when a phone is busy?
What is the LCR soft key on the phone used for?
How many callers can a user have in a conference call?
Customer wants to swap the feature package/license that is assigned to two of their phones.
Can the "inter-digit" timer be extended so users don't time out when trying to dial a call?
What is Call Forking? How does it differ from Bridged Line Appearance (BLA)?
What is the difference between BLA and BLF?
BLA stands for Bridged Line Appearance. It allows a user to receive and make calls on the line appearance of another user that appears on their phone. It also shows whether that user is on the phone or not. BLF stands for Busy Lamp Field. It will show you if the user is on the phone or not, and allows you to use that button as a speed dial to call that user. You can not make a call on that user's line from your phone.
Note: A user can not have BLA and BLF configured on a phone at the same time
Can a user with a Connect Pro package, intercom a user with a Basic package?
Yes, the user that is initiating the intercom (or other feature) is the one that needs to have access to the feature, not the user on the receiving end.
When creating a COS template is there a way to assign it to a call group, or do you need to assign it to each individual user?
You need to assign the COS template to each individual user. You can not do a bulk assignment to all users in a call group.
How do customers block 900 #'s for each user?
ENA, by default, has blocked Premium Service (900#'s) for all users, when we created our service lists.
Why are some of the features not available on the Class of Service Templates (i.e. Hunt Groups)?
ENA Connect has two different types of features. Some are End User level features, which need to be enabled or disabled at an End User level. These are managed using the Class of Service Templates in the Services section of the Admin Portal.
There are also Tenant level features, like Hunt Groups and Call Groups. These features are not assignable to end users using the Class of Service Templates, but the configuration of the feature is done through the Admin portal. These types of features span multiple users.
Does hunting apply to all calls or only when a phone is busy?
"Hunt Groups" refers to calls that come in to a lead number of the Hunt Group and are then routed to the phones of the members of that Hunt Group. The Admin decides which users to put in the Hunt Group. The system will route the call to all available members of the Hunt Group, unless the Admin checks the "Ring First Available Only" box in the Hunt Group configuration screen. The system will not route the call to a user that is already on a call.
ENA Connect also supports what the industry refers to as hunting/rollover. In this situation, if the user has multiple appearances of their own number on their phone, an incoming call will "rollover" to the next available line if that user is on the phone.
What is the LCR soft key on the phone used for?
LCR stands for Last Call Return. Using that key will call back, the last incoming call you received. It is like using *69.
How many callers can a user have in a conference call?
Users can initiate a 3-way conference using their ENA Connect phone. (3 including themselves) Users with the ENA Connect Pro package can initiate a 6 way conference using the portal (6 including themselves).
Customer wants to swap the feature package/license that is assigned to two of their phones.
If the customer has spare licenses for the feature packages involved, then they can simply change the feature package assigned to the users in question.
If the customer is out of feature package licenses for the type of package they want to assign, they will first need to delete the package from the user they are swapping with, and then add it to the new user.
Can the "inter-digit" timer be extended so users don't time out when trying to dial a call?
If users need additional time to reference a call while they are dialing, a better way to dial would be to keep the handset in the cradle (on-hook), dial the number, then hit either send or dial. Dialing this way, acts more like a cell phone. This method also gives you the ability to "delete" a digit, if you make a mistake.
Is there a way to automatically forward all teachers' phones to Voice Mail during classes, so calls do not interrupt instruction?
Yes, The ENA Connect Pro, Plus and Basic packages all come with the Call Scheduler feature, which allows the user to set up a Time of Day/Day of Week schedule for how they would like their calls routed. Users with the Lite package do not have this feature, and would have to manually change their call forwarding for class times.
What is Call Forking? How does it differ from Bridged Line Appearance (BLA)?
Call Forking allows multiple phones to be registered to the same number. Think of this as your home phone situation, where someone calls your home number and all the phones in your house ring.
The BLA feature allows you to put an instance of another users number on your phone. You have the ability to answer and make calls on that number using your phone. You can also see the presence of that user's phone (i.e. on the phone, idle, ringing). BLA gives you the ability to answer a call on the line appearance on one phone, put it on hold and then pick it up on the line appearance on another phone.
I am working at home and make a call using the ENA Connect User portal, will I incur long distance charges?
Users with the Connect Pro package have a feature called Remote Click to Call. This feature allows them to initiate calls via their user portal and enter a "From" number that is different from their desk phone (i.e. their home phone) When the user hits the "call" button in the portal, the system will outdial to the number they put in the From field. Once they answer, the system will dial the number they put in the To field, and connect the two legs of the call together. Both parties will see the Caller ID of the desk phone. The user does not incur long distance charges on their home phone line, because the call was not initiated from there. They received an inbound call from the Connect platform.
Contact Directory
Can a user import their Outlook contacts into their personal directory in ENA Connect?
Can a user import their Outlook contacts into their personal directory in ENA Connect?
Yes, this can be done using the Outlook Plug In, which is available in the Connect Pro package
In the Organization Directory, which each user sees, is there a way to remove a user (i.e. the Superintendent) so that other users don't see his/her extension?
Not at this time. We have seen this request from a number of our customers and are working with our vendors to hopefully be able to provide this option in the future.
Voice Mail/Auto Attendant
How does a user check their voice mail from a phone other than their own desk phone?
How long are my messages saved?
I would prefer my messages not auto delete after 60 days, can this feature be shut off?
How do I save my messages and know it has been done?
What if I forgot to press option 2 to save the message, once I've listened to it?
How do I save the messages for more than 60 days?
How do I find out how long my message has left before it will be deleted?
Is there a way to save a voice message to my hard drive?
Is there a way to test an auto attendant prior to the number port?
Why are some End Users not available in the Dial By Name Directory?
Can I forward a Voice Mail to another user on the system?
How do I use the VCR FF/RW feature for my voicemail?
Is ENA looking into "breaking up" the organization, so all users are not on each school's Dial By Name Directory?
This is an enhancement that we are actively pursuing with our Voice Mail platform vendor.
Back to Voice Mail/Auto Attendant
How does a user check their voice mail from a phone other than their own desk phone?
The user has a couple options for checking their voice messages when away from their desk phone.
- They can log into the portal and click on the voice messages they want to listen to. This will play the messages over their computer speakers.
- If they use the "Messages" button on another phone in their organization, when the system asks for the PIN, they can hit the star (*) key and then enter their mailbox number and their PIN to get their messages.
- If they call in from a phone outside their organization, they can call the main number for their location to access the Dial By Name Directory for their organization, and after selecting themselves from the directory, they can press the star (*) key when they hear their greeting to callers being played. They will then be prompted for their VM PIN.
- Users with DID (Direct Inward Dial) numbers can dial their own number, when they hear the Voicemail greeting, they can hit star and they will be prompted for their VM PIN.
Back to Voice Mail/Auto Attendant
How long are my messages saved?
Once a messages has been listened to, it will be saved for 60 days.
Back to Voice Mail/Auto Attendant
I would prefer my messages not auto delete after 60 days, can this feature be shut off?
At this time, we do not have the ability to disable it.
Back to Voice Mail/Auto Attendant
How do I save my messages and know it has been done?
When a user is done listening to a message, press 2 to "save" the message. You will hear a recording that says "your message has been saved for 60 days".
Back to Voice Mail/Auto Attendant
What if I forgot to press option 2 to save the message, once I've listened to it?
Listening to a message, and not deleting it, will automatically classify the message as Saved (however you will not hear the recording telling you the message will be saved for 60 days) There is no other action needed.
Back to Voice Mail/Auto Attendant
How do I save the message for more than 60 days?
You will have to log into your mailbox and resave the message prior to the 60 day deadline. Simply listen to a saved message and "save" it again by pressing 2. The 60 day clock starts over.
Back to Voice Mail/Auto Attendant
If I forgot to resave a message before the 60 day deletion deadline, can you get it back for me?
No, once the message has been automatically purged from your mailbox, it is gone.
Back to Voice Mail/Auto Attendant
How do I find out how long my message has left before it will be deleted?
Log into the online Voicemail portal (http://voice.ena.com/vm) using your full mailbox number (i.e. the main number for your school location and your extension number) and the PIN you use to check messages from your phone. There you will see a "Days Remaining" column that tells you how many more days the message will be saved for. The days will automatically subtract to zero.
Back to Voice Mail/Auto Attendant
Is there a way to save a voice message to my hard drive?
Log into the ENA Connect End User portal (http://voice.ena.com/user) Click on the "Voicemail" header on the bottom right of your screen. Click on the speaker symbol next to the voicemail you want to save to your hard drive. A pop up window will open asking if you want to open or save the .wav file. Click save.
Note: This functionality may not be supported by all Media players and Browsers.
Back to Voice Mail/Auto Attendant
When configuring the Auto Attendant, can the Admin see the configuration of all the auto attendants that are created by other Admins in their tenant/organization?
No, the Admin will only see the Auto Attendants they are responsible for configuring. Their "view" will be determined by their User ID when they log in.
Note: For now, Admins will see All users in the Dial By Name Directory (even those at other locations within their organization) A future release will allow us to sub-divide the Dial By Name directory.
Back to Voice Mail/Auto Attendant
Is there a way to test an auto attendant prior to the number port?
Yes, the customer can dial the number for the Auto Attendant from an ENA Connect phone, prior to the port.
Back to Voice Mail/Auto Attendant
Why are some End Users not available in the Dial By Name Directory?
If a user hasn't recorded their Name Announcement when they set up their Voice Mail, then they will not be accessible via the Dial By Name Directory. To record their name announcement the user will need to access their mailbox, then select 9 for User Options, then 1 for Greetings and Name Announcement.
Back to Voice Mail/Auto Attendant
Can I forward a Voice Mail to another user on the system?
Yes, while listening to the Voice Mail over the phone, you can press 4 to forward the message, you will need to record an intro to go along with the message, then select 6 to add recipients, enter their extensions, and then press 2 to send the message.
Back to Voice Mail/Auto Attendant
Is it possible to turn off the envelope information (i.e. from number and date/time) that plays before a Voice mail when listening to messages?
Yes, A user can turn this feature off, by logging into their mailbox from the telephone, selecting option 9 for "User Options", then option 3 for "Message Playback Options, then option 2 to "Turn off Envelope Information"
Back to Voice Mail/Auto Attendant
How do I use the VCR FF/RW feature for my voicemail?
While listening to a message, you can press 6 to advance a couple of seconds, press 7 to rewind a couple of seconds and press # to pause and resume message playback.
Email/Domain
A customer has Outlook Web Access at some sites, where they don't install the Outlook fat client. Can the User Portal be configured to address email messages using OWA? And if so, how?
This is not something that ENA supports. The customer would need to work with their internal technical staff to see if there was a way they could configure their Windows registry to make that work.
What Domain/address do the Admin Portal reports originate from when they are sent via email? Customers may need to add this email or domain to their SPAM filter white list.
The emails will originate from voice.ena.com (i.e. administrator@voice.ena.com)
Does it matter what email client is used when the "If I'm not found, notify me by:" email option is used in the Reach Me forwarding sequence?
No, ENA Connect is sending the email, and can send it to any valid email address, irregardless of the email client. The email will come from voice@ena.com.
Portal
I’m an ENA Connect user. How do I log on?
I’m an ENA Connect Administrator. How do I log on?
What if I’ve forgotten my password?
How long before the user portal times out?
How do customers get access to the user guides after the training?
Where do I log on?
If you are an ENA Connect Administrator, press the Administrator button on the http://voice.ena.com main page, and then choose ENA Connect Administrator for almost all Administrative tasks.
If you wish to alter or edit your Organization’s Auto Attendant menus, choose Auto Attendant Configuration to access the on-line, visual Auto Attendant configuration menus.
If you are logging on as a user of ENA Connect Voice services, click on the user button, and then choose ENA Connect User Portal to access all your on-line ENA Connect features.
If you wish to change your voicemail settings, or configure an e-mail address or pager to which all your voicemails will be forwarded, choose the Voicemail Configuration option.
Please Note: You only need to access Voicemail Configuration to change your voicemail settings. You can access your voicemail on-line, and configure almost all other telephony features, in the ENA Connect User Portal.
I’m an ENA Connect user. How do I log on?
To logon to the ENA Connect User Portal
1) Open a Web browser on your computer
2) Go to http://voice.ena.com/user
3) Enter your portal username and password given to you by your office administrator
4) If you wish, click the Remember Me check box to keep your password for the next time, then click Login
By default, your username will be the 10-digit number of your primary work location, plus your 4 digit extension.
For example, If users must call (615) 312-6000 then extension 1067 to reach you, then your ENA Connect Portal Login is the 14-digit string 61531260001067.
To logon to the ENA Connect Voicemail Configuration Menu
1) Open a Web browser on your computer
2) Go to http://voice.ena.com/vm
3) Enter your portal username as described above
4) Your password for Voicemail configuration is *not* your portal password. It is the PIN you use to access your voicemail from your phone.
I’m an ENA Connect Administrator. How do I log on?
To logon to the ENA Connect Admin Portal
1) Open a Web browser on your computer
2) Go to http://voice.ena.com/admin
3) Enter your Administrative portal Tenant ID, username and password.
Initially, this information will be provided to you by ENA, though you may change your administrator password at any time, and/or create new administrator accounts.
What if I’ve forgotten my password?
You can have a new password sent to you by clicking on the Forgotten Password link on the Portal logon screen.
Please Note: This option will only function properly if you have configured your email address and Password Hint and Answer.
How long before the user portal times out?
60 minutes.
Why does the portal log Users off when they use the "back" or "refresh" buttons associated with their internet browser?
Users should use the refresh buttons within the ENA Connect portal rather than using the buttons associated with their browser. This is because the Connect Portal is running Flash.
How do users get access to the user guides after the training?
Clicking on the "Help" button in both the Administrator and the End User portals will bring you to the HTML version of the user guides. The End User Guide is also available by clicking on the "Help/FAQ" link at http://voice.ena.com and then clicking the link for "ENA Connect Portal User Guide"
Caller ID
For Extension only users, what Caller ID is sent on their outgoing calls?
Is there a way for me to see both the caller's name and number on my IP 320/330 phone?
When an ENA Connect user performs a Call Transfer, what Caller ID is presented to the receiving party?
Caller A calls User B, User B transfers the call to User C. For a Consultative transfer, the system will show the Caller ID of User B, while User B is telling User C who they are going to transfer. Once the transfer is completed, User C will see the Caller ID of Caller A. For a Blind Transfer, Caller C will see the Caller ID of User B.
For Extension only users, what Caller ID is sent on their outgoing calls?
The Caller ID that is sent will be the main number for the location
Is there a way for me to see both the caller's name and number on my Polycom IP 320/330 phone?
Due to the screen size on the Polycom IP 320/330 the incoming caller's name and phone number do not fit on the screen. To view both the name and number, while the call is actively ringing, simply press the right arrow on your silver disk and it will display the rest of the information.
To view the caller's full Caller ID info from your call logs: Access your call logs, highlight the caller you are interested in, and press the check mark in the middle of your silver disk, then press the Info soft key. You can then use your up and down arrows to scroll through all the available information for that caller.