Horizon Call Forwarding & Voicemails
by Craig Birtles
For IVR's Hunt Groups & Voicemail Boxes see below
To forward all calls and record a holiday out of office message for an individual users’ extension via their handset or soft phone they must first access their Voice Portal. To access the Voice Portal from the device, push the Voicemail Key or dial *62. Once in the Voice Portal, you’ll be prompted to enter your pass code as assigned to you by your Company Administrator.
You can also access the Voice Portal for your device by calling your extension or number, and when listening to your outbound message press * followed by your number and pass code.
Once in the Voice Portal press 1 to access voice messaging followed by 3 to enter the Record No Answer Message option. From here press 1 to record new message, 2 to listening to the recoded message and * to return to the previous menu.
When you are happy with the recorded message and have returned to the main menu press 4 to access the Call Forwarding menu. From this menu you can enable call forwarding by pressing 1, disable call forwarding by pressing 2 and set the call forwarding destination by pressing 3.
To forward all calls from a user’s extension via the Admin Portal navigate to users > List Users.
Select the user who you wish to apply the Call Forwarding feature to and click the “Edit” button.
Click on the Call Setup tab and then the Call Forwarding option in left hand column. From here you can enable call forwarding on all incoming calls
To access the company Voice Portal dial 900 from any handset or soft client. From here you can make changes to any of your Hunt Group or Voicemail Box messages by dialling * followed by the Hunt Group or Voicemail Box number and pass code. To change the message follow the instructions for recording no answer messages as above.
Auto Attendant, Hunt and Call Queue Groups
Call forwarding and out of office messages can be set at the Auto Attendant, Hunt or Call Queue Group level by an administrator in the Admin Portal. To do so navigate to the chosen call route under the Call Groups tab and click on the edit button.
Click on the Advanced Settings tab and from here you can activate call forwarding. By clicking the edit button, you will be prompted to enter the destination of where you would like incoming calls to that Auto Attendant, Hunt Group or Queue to be forwarded to.
Note: please remember to click Save when finished.
To create a bespoke voicemail message for Hunt Groups or Call Queue Groups click on the Voicemail tab and enable the voicemail. Under Voicemail Settings select Use My Audio File and upload your chosen audio file. Audio files must be .WAV files and encoded with CCITT u-Law. They should be formatted at 8.000 kHz, 8 Bit Mono, 7 kb/sec. Once you have uploaded the message tick Send All Calls to Voice Mail, this will ensure all your customers get through to your out of office message.
To record messages via a handset or soft client first access the company Voice Portal by dialling 900 followed by * when prompted to input a passcode (do not enter a passcode at this step). From here you can make changes to any of your Hunt Group or Voicemail Box messages by dialling the Hunt Group or Voicemail Box number followed by # and then the Hunt Group or Voicemail Box’s pass code. To change the message follow the instructions for recording no answer messages as above.
Note: Horizon will require you to have the relevant number of subscriptions to enable some features including voicemail boxes and advanced settings such as call forwarding