AT&T Voice DNA® Administrator Support

If you have questions about using your AT&T Voice DNA® service that aren't answered here, see the online help content or contact Support.

 

As an AT&T Voice DNA Administrator, what elements can I create or modify using the AT&T Voice DNA Administrator Dashboard, and what elements do I need to order?

 

You can create, edit, and delete your organization's users, fax users, and hunt groups (provided you have sufficient phone numbers, feature packages, and hunt groups available).

 

You can also create and delete voice mailboxes for users who have the Premium feature package.

 

You can change some location features, but you can't create a new location. Use your normal ordering process to order or delete locations, phone number ranges, or feature packages.

 

If you have the proper permissions, you can create, edit, and delete administrators in Premier. Your permissions are designated in your Premier profile. You can modify other administrators' permissions up to the level of your own.

 

Can I create and delete internal key contacts?

 

When your AT&T Voice DNA system was set up, your organization was provisioned with one company contact position for the whole company, and one location contact position for each location. (These are shown in the AT&T Voice DNA Administrator Dashboard Contacts list.)

 

You can't create additional company or location contacts, but you can select a different person for these roles.

 

You can't delete the company contact position, but you can delete a location contact by removing all user information so that no one is designated as that location's contact. Later, you can add a different user's information to the entry list, and that user then becomes the location contact.

 

What's the difference between external contacts and internal key contacts?

 

External contacts are people not part of your organization who are called frequently, so for convenience are added to the Directory. You manage external contacts on the SETTINGS tab of the AT&T Voice DNA Administrator Dashboard.

 

Internal key contacts are people who function as the central point of contact for the organization or a location with the AT&T Voice DNA system. They are not included in the Dictionary as contacts (if they're AT&T Voice DNA users, they're included as users). You manage internal key contacts on the RESOURCES tab of the AT&T Voice DNA Administrator Dashboard.

 

On the Create User page, I added an existing Administrator as an AT&T Voice DNA user in my organization. Now this person has two Premier logins, one as Administrator and one as user. What happened? I want this person to have only one Premier login.

 

As an Administrator, this person already had a Premier login. Whenever you create an AT&T Voice DNA user, that new user receives an email with instructions to select the New Customer (to set up a Premier account) or Premier Account Holder option. In this case, the person should have selected Premier Account Holder, and then logged in using the existing login name and password. This would have associated the Administrator account with the AT&T Voice DNA phone number you assigned. Instead, the person selected the New Customer option and created a new, separate Premier account.

 

To resolve the problem, follow these steps:

1. Open the Premier home page.
2. In the Administrator and User Profiles tile, click Manage user profiles.
3. Under Premier User Profiles, locate the user and click Delete.
4. Follow the steps provided in the Create Users help file. Then tell the person to follow the registration process for their new user profile, using the new email with the registration link. Make sure they choose Premier Account Holder, and then log in with the existing Administrator account's login name and password. The Administrator and user roles are now associated with one login.

What's the difference between the Internal Key Contacts list and the Directory?

 

The Directory is a listing of all users, fax machines, and hunt groups existing within your AT&T Voice DNA service, as well as your external contacts and virtual extensions. The Internal Key Contacts list is a short list of people who are designated as your organization’s primary points of contact for the AT&T Voice DNA system. Your organization has a designated company contact, and each location may have a location contact. Internal key contacts are usually users in your organization, but they don’t have to be. If you need to talk to a lead person at a location, refer to the Internal Key Contacts list. AT&T may contact your organization’s contacts with information about service conditions. Internal key contacts are not listed in the Directory.

 

What's the difference between an external contact and a virtual extension?

 

As an administrator, you create external contacts and virtual extensions and add them to the Directory.

 

External contacts are people not part of your organization but called frequently, so for convenience are added to the Directory.

 

Some users are part of your organization but not yet on the AT&T Voice DNA system. You can add these users to the Directory as virtual extensions. A virtual extension has a length that matches the company's extension length and consists of a special dialing prefix plus the last digits of the user's phone number. You can call a virtual extension user by dialing the virtual extension or the full phone number.

 

I'm a Location Administrator. I want to edit an administrator in Premier, but I don’t see any Administrator options on my Premier Home page. Why not?

 

You don’t see this option because Location Administrators don’t have permissions to manage administrators.

 

I'm a Company Administrator. I want to delete another administrator but when I search for the administrator on my Premier home page, the Delete option is inactive. Why?

 

The Delete option is inactive because you don't have Delete Administrator permissions in Premier. For more information, contact your Company Administrator

 

I activated Location Caller ID for a location. When will called parties see the location ID information instead of individual users' information?

 

Activating Location Caller ID Number on the Location Details page is just the first step. For each user, you must go to the User Details page and, under Features, verify that Use Location Caller ID Number is active. Note that even if this feature is active for a user, the user's caller ID appears on called phones until you select the Location Caller ID number on the Location Details page.

 

Do I have to assign a device to a new user when I create the user?

 

No, you can add a user's devices at any time. A device is either an IP phone or an adapter port for connecting the user's existing non-IP (analog) phone. On the Create User page, adding a primary device is optional. If you already know which primary device you're going to give the user, it's convenient to add the primary device then. The user can't make or receive calls until you add a device. While you're working to set up a device, a user can use Locate Me features to forward incoming calls to voicemail (if the user has voicemail) or to another number. If the user doesn't have access to manage voicemail via the AT&T Voice DNA User Dashboard via Premier, as Administrator you can enable these settings for the user. Note that you can't add secondary devices until after the user is created.

 

A user's office phone is a non-IP phone connected to a desktop adapter, which is the user's primary device. I want to give that user an IP phone. Can I change the desktop adapter to be a secondary device and make the IP phone the user's primary device?

 

You can't change a primary device into a secondary device. However, you can delete the desktop adapter, and then add it as a secondary device. You can then add the IP phone as the user's primary device.

 

Users with the Standard feature package can have only one primary device. They can't have a secondary device.

 

What is a device's MAC address?

 

MAC stands for media access control, an electronic address that uniquely identifies a device on the network, enabling the device to send and receive data. Your organization's IP phones, location adapters, desktop adapters, and computers each have a unique MAC address. You can usually find a device's MAC address on a sticker on the back of the device or on your order invoice. AA:12:34:56:78:90 is an example of a typical MAC address.

 

When editing a user's devices on the User Details page, when do I need to enter a new MAC address?

 

Add the MAC address whenever you add an IP phone or desktop adapter as a user’s device. If you replace a user’s IP phone with another one of any model, enter the replacement unit's MAC address. If you replace a desktop adapter with another one of the same make and model, enter the replacement unit’s MAC address. If you replace a desktop adapter with a unit of a different make or model, you must delete the original device and add the new device and its MAC address.

 

You don't need to enter a location adapter's MAC address because it's preconfigured for the location. If a location adapter needs to be replaced, authorized AT&T personnel enter the new unit's MAC address.

 

If I change a user's profile settings, why do I have to reboot all the user's devices?

 

Profile settings, with the exception of the email address, are part of a device's (IP phone, desktop adapter, location adapter) configuration. Rebooting a device reconfigures it with the user's new information. You change a user's information on the User Details page under Profile, but until you reboot the device on which the user's phone number appears, the device retains the old settings.

 

What's the difference between a line key, line appearance, and line key label?

 

A line key is a button on an IP phone that has an AT&T Voice DNA® phone number assigned to it. A line appearance is a phone number assigned to a line key. A line key label is a paper label or electronic readout next to a line key that shows the key's assigned line appearance. For example, line appearance 555-1234 may be assigned to line key 2 on an IP Phone and have the line key label "Jane."

 

How can I view details of all the devices (IP phones, desktop and location adapters) my organizations uses?

 

You can see technical specifications for each device's make and model on the Equipment page, under Profiles. If you want information on how individual devices are provisioned for locations, users, and phone numbers, under Reports, run the User Devices Report.

 

What is an equipment registration? Where can I view a user's registrations?

 

A registration is a listing of active line appearances (appearances that can make and receive calls) for a given extension. When you assign a device to a user and then reboot the device, AT&T Voice DNA creates a registration that maps the user's phone number to that device. A user's phone number can be registered as a line appearance on the user's own phone, on an adapter (if using a non-IP phone), or on another user's phone. You can look up a user's equipment registrations on the AT&T Voice DNA Administrator Dashboard. Click RESOURCES, click Equipment, and select the Registrations tab. Or, run the Registration Report for comprehensive details about the devices currently in use at one or more locations. It includes information about every device and line appearance that are currently able to make and receive calls using the AT&T Voice DNA service.

 

What happens if my location loses our Internet connection?

 

If your location is set up with the Site Survivability feature, you can use your traditional phones lines to make and receive limited outgoing calls. You can also use the Locate Me settings to send calls through to numbers outside the affected AT&T Voice DNA location. For more information, see Manage Site Survivability.

 

In an AT&T Voice DNA phone's line key settings, what's the difference between shared and not shared call presence?

 

Call presence is a line key setting that applies to phones showing the same line appearance. When a phone number receives an incoming call, all phones showing that line appearance ring at the same time, and the call can be answered on any of these phones. If the call presence is not shared, the call, after it's answered, becomes exclusive to the phone that answered it and no longer appears on the other phones. If the call presence is shared, all phones show the shared call in progress and, if the call is put on hold, it can be taken off hold by anyone sharing the line appearance.

 

What's the difference between Standard, Enhanced, and Premium feature packages?

 

The Standard package includes the following features: Mandatory and Optional Account Codes, Anonymous Call Rejection, Automatic Call Back on Busy, Barge-In Exempt, Call Forward, Call Park, Call Return, Call Waiting, Caller ID Block, Calling Line ID Delivery, Enhanced Call Logs (viewable by Administrator), Last Number Redial, Music on Hold, Directory Privacy, and Three Way Call.

 

The Enhanced package includes all the Standard package features, plus access to the AT&T Voice DNA User Dashboard and these additional features: Directed Call Pickup, Directed Call Pickup with Barge In, Call Notification, Multiple Line Appearances, Click to Call, Intercom Over Speakerphone, Sequential Ring, Simultaneous Ring, and N-way Calling from the User Dashboard.

 

The Premium package includes all the Standard and Enhanced package features, plus advanced Locate Me functionality, voicemail, Virtual Office, and Priority Alert.

 

I accidentally deleted a user's voice mailbox. How can I restore the user's messages?

 

Unfortunately, whenever you delete a voice mailbox, all its messages are permanently gone. You can give the user a new mailbox, but it won't contain the old messages, settings, or recorded greetings.

 

How can I tell if a phone number is available to assign to a user or hunt group?

 

On the Phone Number Ranges page, locate the number range containing the number and then, under Actions, click the Show Details icon. All the individual numbers in the range are shown as available or assigned (and, if the number hasn't been ported yet, port pending).

 

What does a phone number's port pending status mean?

 

Port pending status appears in a phone number range when you're using existing phone numbers with your new, not yet active AT&T Voice DNA® service. Until your service is set up and the numbers are ported to it, calls to an existing number won't connect to the new AT&T Voice DNA service. When preparing for your AT&T Voice DNA service to be activated, you can assign a port pending number to a user or hunt group.

 

Where can I look to see if I have a hunt group available to provision for a location?

 

You can check hunt group availability by going to the Reports page and running the Service Quantities report. The Service Quantities report indicates how many hunt groups you have available and whether they're already assigned. You also get information on how many feature packages you have available to assign to users.

 

I'm a Location Administrator. Can I create a hunt group?

 

As a Location Administrator, you can create a hunt group only for your own location, but you can add members from any of your organization's locations. To learn how, see Add Hunt Group Members.

 

Can I add a user to a "standard" hunt group and a member number hunt group at the same time?

 

Yes. A user can belong to multiple "standard" hunt groups, but to only one member number hunt group at a time. For more information, see About Hunt Groups.

 

When I delete a hunt group, what happens to the members?

 

Deleting a hunt group doesn't delete the members from AT&T Voice DNA®. You're simply deleting the hunting service that results when a call comes in to the hunt group's phone number. Note that when you delete a hunt group that has a central phone number, you release that number for reassignment. For more information, see About Hunt Groups.

 

Can I use the Intercom Over Speakerphone feature to broadcast an announcement to more than one phone?

 

No. The Intercom Over Speakerphone feature enables you to call another phone number in your AT&T Voice DNA® service and be instantly connected. The recipient's phone automatically answers the call in speakerphone mode (if the phone is capable—for example, an IP phone).

 

What is the location dialing prefix?

 

The AT&T Voice DNA® service requires a location dialing prefix for every company location. Your organization's users can call station to station by dialing just the 4-digit extension. However, if you have more than one location, it's possible that you could use identical extensions (but different 10-digit numbers) at different locations. In that case, users must include the location dialing prefix when calling station to station. The location dialing prefix allows the system to distinguish between two otherwise identical extensions. For example, Location A and Location B both use extension 1234. Location A uses dialing prefix 6. To call extension 1234 at Location A, users enter 6-1234.

 

Why can't I find a user or hunt group in the Company Directory?

 

When the Directory Privacy option is enabled for that user or hunt group, the user or hunt group name and number don't appear in the Company Directory. You can enable or disable this option for users and hunt groups. If you want this user or hunt group to appear in the Company Directory, open the Profile page for the user or hunt group and uncheck the Directory Privacy option.

 

Where do I find a list of feature codes?

 

Feature codes, also called star (*) or pound (#) codes, enable a user to enter numeric codes on a phone's keypad for quick access to an AT&T Voice DNA® feature. You can find a list of feature codes in the Feature Codes Quick Reference Guide.

 

To view the Feature Codes Quick Reference Guide, click Support at the top of any page in AT&T Voice DNA. The Premier Support page opens. (If you aren't logged into Premier, you will be prompted to log in first. After you log in, click SUPPORT at the top of the Premier home page.) Then, under AT&T Voice DNA^® Management, click All topics. In the Quick Reference Guides tile, select the Feature Codes Quick Reference Guide.

 

What is a location operator?

 

Although not required, you can specify an operator for a location. This could be a receptionist or main desk at that location, a user, or it could be a toll free number that your company has in service. To reach the operator, users can enter #0 from their phones that work with AT&T Voice DNA. To specify a location operator, go to the Location Details page and on the Settings tab, click Manage Location Operator.