• BizPhone terminology
• Frontier Portal home page
• vPBX Music on Hold
• Schedules and events
• Advanced features
• Global Address Book
• BizPhone Admin
• BizPhone users
• BizPhone group features

BizPhone terminology

These terms are used throughout our guides and the Frontier Portal:

• vPBX – Virtual Private Branch Exchange (PBX). This is an umbrella term for your entire BizPhone system, as opposed to individual users or features.
• User – This refers to a single BizPhone handset, ATA line or Softphone.
• Group Feature – This refers to a Hunt Group, Auto Attendant or Queue.
• Hunt Group – Similar to a Line Hunt facility, when calls are directed to the Hunt Group number, you can configure selected handsets to ring simultaneously or in a particular order.
• Auto Attendant – A customizable call routing system which allows you to set up custom recordings and menu options for incoming calls, such as dialling 1 for Sales.

Frontier Portal home page

After logging in to Frontier Portal, you'll see a number of sections on the home page.

vPBX Music on Hold

Here you can upload your own hold music to replace the default piano music by following these steps:

1. Select the arrow to expand the options.
2. Set the Enable muic/video during Call Hold switch to ON.
3. Select Custom Music/Video File.
4. Choose to use an existing audio file, or upload a new file.
5. Select Browse and choose your audio file.
   Note: Click the information icon to view details about acceptable audio file formats. You can search online for an audio file converter if necessary.
6. Select Update to save your changes.
   

Schedules and events

Here you can set up a schedule of your work hours, after hours or holiday hours. For more information, please see our Schedules and Events guide or watch this video.

Advanced features

• Configure Pilot Number - Allows you to set a number as your outbound caller ID for all handsets.
• Call Forward Unused Numbers - All unassigned numbers (not assigned to a User or Group Feature) that are part of your vPBX can be forwarded to an assigned number.
• Upload Announcement - This allows you to upload an audio file that can be used for Group Features or User Voice Mail Greetings.
• Group Call Barring - Here you have the option to prohibit all handsets within your vPBX to be blocked form making calls to certain numbers such as Mobile, International and Long Distance (interstate calls to landlines).

Global Address Book

This feature allows you to upload a list of up to 500 of your contacts that can then be accessed from each of your BizPhone handsets. For more information, please see our Global Address Book guide.

BizPhone Admin

In this section, you’ll see an overview of all Group Features and Users within your vPBX:

• Type of service (e.g. Hunt Group/Auto Attendant/User)
• iiNet account number
• Service number (e.g. U336688@bizphone.iinet.net.au)
• Name of the User (to assign names, select the User and go to the User Details tab)

BizPhone users

To access the configuration details for each of your BizPhone handsets, select the BizPhone user in the BizPhone Admin section.

You'll see the available settings on the User configuration page. For more information, please see the user guides available here.

BizPhone group features

If you requested your service to be set up with a Line Hunt, then your main business number may be assigned to a group feature such as a Hunt Group, Auto Attendant or Queue. More information about group features can be found in the following guides:

• BizPhone Hunt Group guides
• BizPhone Auto Attendant guide

To access the configuration details for each of your Group Features, select the BizPhone group feature in the BizPhone Admin section.

• Call Routing settings
• Group Policy types
• Circular Group Policy
• Regular Group Policy
• Simultaneous Group Policy
• Uniform Group Policy
• Further examples

Call Routing settings

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
   
3. Select Call Routing to expand the options.
4. To enable Call Waiting for the Hunt Group, set the Allow Call Waiting on Agents switch to ON. This will allow assigned users to answer a second incoming call while the other caller waits.
5. To allow assigned users to control the Hunt Group Busy feature, set the Allow members to control Group Busy switch to ON. Enabling this setting is not recommended.
6. To turn on the Group Busy policy for the Hunt Group, set the Enable Group Busy switch to ON.
   Note: While enabled, all calls will fall to a fast busy tone unless Call Forward Busy is enabled on a Premium Hunt Group. Call overflow only applies to the No Answer or Not Reachable conditions covered in BizPhone Hunt Group Introduction.
7. To allow assigned users to control the Hunt Group Busy feature, set the Allow members to control Group Busy switch to ON. Enabling this setting is not recommended.
8. Select the desired Group Policy - Circular, Regular, Simultaneous or Uniform. See Group Policy types for more information about how each of these policies work.
9. Select Update to save any changes.
   

Group Policy types

Circular Group Policy

This Group Policy will route calls in the order specified by the list of assigned users, starting with the agent who has answered a call most recently. If the call rings for all assigned agents, the cycle will start again until the call is answered, or the call overflows due to Busy or No Answer conditions.

Regular Group Policy

This Group Policy will route calls in the order specified by the list of assigned users, from beginning to end. If the end of the list is reached, the call overflows due to Busy or No Answer conditions.

Simultaneous Group Policy

This Group Policy will have the same call ring on all assigned handsets, allowing the fastest agent to answer to take the call. Calls may overflow due to Busy or No Answer conditions.

Uniform Group Policy

This Group Policy will route calls in the order specified by the list of assigned users, starting with the agent who has been idle for the longest. If the call rings for all assigned agents, the cycle will start again until the call is answered, or the call overflows due to Busy or No Answer conditions.

Further examples

• Call Forwarding Always/Busy
• Call Forwarding Selective - After Hours Diversions
• Call Forwarding Selective - From Specific Numbers

Call Forwarding Always/Busy

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
   
3. Select Call Forwarding (Always/Busy) to expand the options.
4. To override all other call forwarding settings and always forward incoming calls to another number, set the Always switch is set to ON and enter a phone number in the Call Forward to box.
   Note: To forward calls to voice mail, enter *55 followed by the last 5 digits of the BizPhone handset where you wish voice mail to be sent.
5. To forward incoming calls to another number when Group Busy is enabled, set the Busy switch is set to ON and enter a phone number in the Call Forward to box.
6. Select Update to save any changes.
   

Call Forwarding Selective - After Hours Diversions

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
   
3. Select Call Forwarding Selective to expand the options.
4. Set the Enable switch to ON.
5. If you wish to have a reminder message played on forwarded calls, set the Play Ring Reminder switch to ON.
6. Enter a phone number to forward calls to in the Default Forward to box.
   Note: To forward calls to voice mail, enter *55 followed by the last 5 digits of the BizPhone handset where you wish voice mail to be sent.
7. Select Update to save your changes.
   
8. Click the plus (+) symbol to expand the New Criteria options.
9. Enter an appropriate Description for this new forwarding criteria.
10. If you have not already done so, follow the steps in BizPhone Schedules and Events setup to establish your Business Hours/After Hours schedules and/or Holiday Events.
11. If applicable, select the desired Holiday Schedule from the drop-down menu.
12. Select the desired Time Schedule from the drop-down menu.
13. Under Forward To, choose to forward calls to the Default Number, a new Specified Number, or Do Not Forward calls.
14. Select Update to save your changes.
    

Call Forwarding Selective - From Specific Numbers

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
   
3. Select Call Forwarding Selective to expand the options.
4. Set the Enable switch to ON.
5. If you wish to have a reminder message played on forwarded calls, set the Play Ring Reminder switch to ON.
6. Enter a phone number to forward calls to in the Default Forward to box.
   Note: To forward calls to voice mail, enter *55 followed by the last 5 digits of the BizPhone handset where you wish voice mail to be sent.
7. Select Update to save your changes.
   
8. Click the plus (+) symbol to expand the New Criteria options.
9. Enter an appropriate Description for this new forwarding criteria.
10. If you have not already done so, follow the steps in BizPhone Schedules and Events setup to establish your Business Hours/After Hours schedules and/or Holiday Events.
11. If applicable, select the desired Holiday Schedule from the drop-down menu.
12. Select the desired Time Schedule from the drop-down menu.
13. Under Forward To, choose to forward calls to the Default Number, a new Specified Number, or Do Not Forward calls.
14. Under Calls From, select Following Phone Numbers and enter the phone numbers for incoming calls you wish to be forwarded.
15. Select Update to save your changes.
    

• BizPhone Hunt Group Voice Mail Settings
• Accessing the Hunt Group Voice Mail

BizPhone Hunt Group Voice Mail Settings

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
   
3. Ensure the Activate Voice Mail Feature switch is set to ON.
4. If you wish to allow users to listen to voice mail through the voice portal, ensure the Enable voice mail to be used with voice portal switch is set to ON.
   Note: See Accessing the Hunt Group Voice Mail for advice on how to access voice mail via the voice portal.
5. To have a copy of voice mail messages forwarded to an email address, set the Enable voice mail to be forwarded as email switch to ON and specify a Delivery Email Address.
   
6. Similarly, to send voice mail to an additional email address, set the Enable voice mail to be sent as carbon copy switch to ON and specify a Carbon Copy Email Address.
   
7. If you wish to have all voice mail forwarded as a media file to an email address, set the Enable voice mail notifications to be forwarded as email switch to ON and specify a Notification Email Address.
   Note: While this setting is enabled, users cannot access voice mail via the voice portal.
   
8. To use a custom voice mail greeting, set the Enable voice mail greeting switch to ON and select the desired media file from the Select Media File drop-down menu.
   Note: If no media file is available, upload one in the Music on Hold section of Frontier Portal.
9. Select Update to save any changes.
   

Accessing the Hunt Group Voice Mail

1. Dial *62 from one of your BizPhone handsets.
2. Dial the Hunt Group phone number followed by # (e.g. 08 1234 5678 #).
3. Dial the Mailbox ID (this is the same as the Hunt Group phone number) followed by # (e.g. 08 1234 5678 #).
4. Enter the voice mail passcode (this is included in our service completion advice email) followed by # (e.g. 123456 #).

 
Note: If you prefer to listen to voice mails on a handset more easily, we recommend you use the voice mail feature for a BizPhone user rather than the Hunt Group. This will allow you to access voice mail by simply pressing the envelope button/icon ✉ on the BizPhone handset.

• General settings
• No Answer settings
• Not Reachable settings
• Group members

General settings

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
   
3. Ensure the Set Active switch is set to ON if you wish to use Hunt Group.
4. The Hunt Group ID is the identity of your Hunt Group. This is configured upon creation and cannot be changed.
5. Adjust the Hunt Group Name as desired so it's easy to recognise in your settings.
6. When calls are diverted from the Hunt Group to a handset, the CLID First Name and CLID Last Name will be displayed on the handset screen.
7. Phone Number is the number assigned to the Hunt Group. This may be your main business phone number, or an alternative number. If you wish to change this phone number, please email bizsupport@iinet.net.au for assistance.
8. Select Update to save any changes.
   

No Answer settings

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
3. Scroll down to Enable Call Forwarding No Answer and ensure the switch is set to ON.
4. Calls which are not answered by any assigned users will be forwarded to the phone number specified for Call Forward To (standard charges apply for external phone numbers and you cannot divert to international numbers).
   Note: To forward calls to voice mail, enter *55 followed by the last 5 digits of the BizPhone handset where you wish voice mail to be sent.
5. For Skip to next agent after X rings, enter the number of rings before the call moves to the next assigned user in the Hunt Group. 1 ring is approximately 5 seconds.
   Note: This option can only be used with Circular, Regular and Uniform Group Policies.
6. For Forward call after waiting X seconds, enter the amount of time a call will ring across all assigned users before being forwarded to the number you specified in "Call Forward To".
7. Select Update to save any changes.
   

Not Reachable settings

Unlike No Answer, Not Reachable means that the BizPhone service is not operational, typically due to an internet or power outage.

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
3. Scroll down to Enable Call Forwarding Not Reachable and ensure the switch is set to ON.
4. Calls which are not answered by any assigned users will be forwarded to the phone number specified for Call Forward To (standard charges apply for external phone numbers and you cannot divert to international numbers).
   Note: To forward calls to voice mail, enter *55 followed by the last 5 digits of the BizPhone handset where you wish voice mail to be sent. However, this is not recommended for Not Reachable as you may not realise that your Hunt Group is not reachable.
5. If you wish callers to hear a busy tone when the Hunt Group is not reachable, set the Make Hunt Group busy when all available agents are not reachable switch to ON.
6. Select Update to save any changes.
   

Group members

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Hunt Group.
3. Scroll down to Available BizPhone Users. You'll see a list of all BizPhone users who are not currently assigned to this Hunt Group.
4. Select a BizPhone user and use the left/right arrow buttons to shift them into the Assigned BizPhone Users list.
5. The order of BizPhone users in the Assigned BizPhone Users list is important for certain Group Policies. To re-order the list, select a BizPhone user and use the up/down arrow keys to move them higher or lower in the list.
6. Select Update to save any changes.
   

• Creating a Schedule
• Business Hours/After Hours Events
• Holiday Events
• Further examples

Creating a Schedule

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select the arrow next to Schedules and Events to expand the options.
   
3. Under "Create Schedule", enter a Schedule Name.
4. Select a Schedule Type:
   - Time should be used for a Business Hours Schedule or After Hours Schedule.
   - Holiday should be used for a Holiday Schedule.
   
5. Select Save to finish.

Business Hours/After Hours Events

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select the arrow next to Schedules and Events to expand the options.
   
3. Select the desired schedule to expand the options, then select Create Event.
   
4. Enter an Event Name. We recommend you include the days the event applies to, e.g. "Mon-Fri" for a Business Hours event.
   Note: If creating an After Hours event, specify if this is the AM, PM or Weekend event.
5. Enter today's date as both the Start Date and End Date, and ensure the All day event switch is set to OFF (unless you are creating an After Hours Weekend event, then keep it ON).
   
6. Enter a Start Time and an End Time in 2400 hour time, e.g. 900 to 1700.
   Note: If All day event is ON, enter random numbers for start and end time - these fields cannot be left blank.
7. Select a Recurrence Pattern - Weekly is the most common.
8. Set the Recurrence Interval to 1.
9. Turn ON the switches for each day of the week you want the event to apply for.
10. Leave Recurrence End Date blank if you want the event to continue indefinitely, otherwise specify an end date. 
    
11. Select Save.
12. Select Update Event and Schedule to finish.

Holiday Events

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select the arrow next to Schedules and Events to expand the options.
   
3. Select the desired schedule to expand the options, then select Create Event.
   
4. Enter an Event Name, e.g. "Christmas".
5. Enter the Start Date and End Date for the holiday period.
6. Ensure the All day event switch is set to ON.
7. Enter random numbers for Start Time and End Time - these fields cannot be left blank.
8. Set the desired Recurrence Pattern. We recommend you set this to "Never" for holidays which change dates each year, such as the Easter holidays.
   
9. Select Save.
10. Select Update Event and Schedule to finish.

Further examples

• Basic Auto Attendant Settings
• Business Hours/After Hours Menu Settings
• Further examples

Basic Auto Attendant Settings

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Auto Attendant. Basic settings will display by default.
   
3. Under "BizPhone Auto Attendant", ensure the Set Active switch is set to ON.
   
4. If you have not already done so, follow the steps in BizPhone Schedules and Events to set up your business hours and any desired holiday schedules.
5. Set the desired Holiday Schedule. While a Holiday Schedule is in effect, your Auto Attendant will automatically use your After Hours Menu.
6. Set the desired Office Hours.
   - Every Day All Day will ensure that the Business Hours Menu is always used.
   - Business Hours will use the Business Hours Menu during the scheduled business hours, and the After Hours Menu after that.
   
7. If desire, set the Activate Voice Mail Feature switch to ON. See the advice in BizPhone voice mail setup for more information about configuring voice mail.
   Note: We recommend using a BizPhone User's voicemail rather than the Auto Attendant's voice mail, as Auto Attendant voice mail access is limited to dialing *62 and entering the voice mail passcode. If you don't know your passcode, please watch this video.
   
8. Select Update to save.

Business Hours/After Hours Menu Settings

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
2. Select BizPhone Auto Attendant. 
   
3. Select Business Hours Menu or After Hours Menu.
   
4. Under "Business Hours/Afters Hours Audio File Selection", select Personal to upload custom audio.
5. To select a previously uploaded audio file, select Use existing audio file, then select the file from the drop-down menu.
6. To upload new audio, select Upload new audio file, then Browse and select the audio file to upload.
   Note: Click the information icon to get a list of accepted file formats.
   
7. Select Update to save.
8. Next, you'll need to set up your menu. Under "Business Hours/Afters Hours Audio Keys", you'll see a list of entries from 0-9 plus * and #, representing the keys on phone handset.
   Note: Entries will be announced in numerical order - leave an entry blank if you do not wish for it to be included in your menu.
9. Each entry can be assigned a specific Description and Action:
   
   - Transfer to Operator will announce "Transferring to operator" before transferring to the destination number. When this option is present in the menu, calls will be forcibly transferred to the operator if a menu item is not selected within 10 seconds.
    
   - Transfer with Prompt will announce "Your call is being transferred, please hold" before transferring to the destination number.
    
   - Transfer without Prompt will immediately transfer to the destination number without an announcement.
    
   - Name Dialing will transfer the customer to the automated name directory where the name of a BizPhone user can be stated, and the system will dial through to that user. If used, we recommend you return to the Basic settings and select Last + First or First + Last under "Scope of Dialing" to allow users to state names in any order.

   - Extension Dialing will prompt the customer for an extension (i.e. the last five digits of a BizPhone number) and the system will dial through to that extension.
   
   - Repeat Menu will repeat the Auto Attendant menu from the beginning. If used, we recommend this option is placed at the end of the menu (or just before the Exit option, if applicable).
   
   - Exit will terminate the call. If used, we recommend this option is placed at the end of the menu.

   
10. If you wish to have a menu entry direct to voice mail, select Transfer With Prompt or Transfer Without Prompt, then set the destination number as *55, followed by the last 5 digits of the Auto Attendant or BizPhone user's phone number, e.g. "*5545679".
11. Select Update to save your changes.

Further examples