Step-by-Step AnsweringCARE Setup

AnswerCARE Setup - Initial Stuff

1. Make sure your container is set up with an AnswerCARE DISA Access Line. If it isn't, please send an email to support@primevox.net and we can get one set up for you.
   1. An AnswerCARE DISA Access Line has the following requirements:
      1. A North American DID number.
      2. Voice Destination set to an AnswerCARE DISA Access Line
      3. "Answering Service DISA" is set to ON in the Advanced tab
2. Make sure your Container has some extra Forwarding Lines attached to it, so your customers can forward their offices into the system.
   1. This is not necessary if the customer is an actual PrimeVOX customer for their phone system, since they're already ported to us.

AnswerCARE Customer Setup - Typical Setup

1. Go to Call Routing > Inbound and add your customer's office line(s) for spoofing. (Spoofing is only necessary if the customer's phone provider is NOT primevox).
   1. They do not need Destinations set.
   2. They do not need e911.
   3. They should be properly labeled for easy identification.
   4. They will not be ported to PrimeVOX.
2. Go to Answering Service > Agencies and add your new customer as an Agency.
3. Click your new customer, to access their Agency.
4. Add an Account. Accounts are essentially "sites" or "locations" where greetings are stored.
5. Click your new account, and add a Greeting. 
6. Click your new greeting, and upload/record it, set some options, etc.
7. Go back to the Agency you are working with.
8. Click Add Agent to add an Urgent Box.
9. Feel free to add more stuff to this agency.

Additional Items of Interest

1. Within an Account (a location/site/office), you can create groups of on-call agents, called Agent Groups. These groups can have schedules which determine the current agent on-call.
2. Within an Account (a location/site/office), you can have more than 1 greeting and a schedule that automates when specific greetings are activated.
3. There are 3 ways to manage on-call agents and greetings:
   1. The Administrative Portal (which presumably you're using if you're reading this).
   2. The UCP (User Control Panel) - The part of the Web Portal that is just for individual users.
   3. Dialing Into the AnswerCARE DISA Access Line, using Hidden Options.
4. Any box can have "Disable Message Leaving" turned on, to simply play the greeting then hang up the call.

When do I click "APPLY CHANGES"?

It's a good idea to click APPLY CHANGES every once in a while. But, you don't need to between every change. If you do press it after every change, that's just going to waste a lot of time since you have to wait for it to reload the phone system each time. You shouldn't need to click it to record greetings and box greetings.