Configuration/Feature Server
From Copbxwiki
Contents |
[edit] Company Settings
| Company Name | self explanatory |
|---|---|
| Outgoing CID | This number will be the default outgoing Caller ID Number (CID), and it must be selected from among the numbers assigned to your company. |
| Outgoing Name | This name will be the default outgoing Caller ID Name, however, the phone company that actually delivers the call the the called party may or may not use this name. |
| Record Menu | The passcode (digits only) is required to required to record your menu messages. Dial your admin number, enter this passcode and you will be in the record messages menu; just follow the prompts. |
| Force Open | Used to make the your phone system act as it would during open hours even it is now a normally closed time. Your might use this is your did not keep regular hours and your wanted to 'turn the phone system on' when you arrived at work. To activate, dial your Admin number and enter this code. Active on this line means that the phone system is currently Forced Open. If you 'Force Open' the system will be automatically reset to normal hours at 9 pm. |
| Force Closed | Used to make the your phone system act as it would during closed hours even it is now a normally open time. You might use this if you wanted to close early on Friday or take a weekday holiday. To activate, dial your Admin number and enter this code. Active on this line means that the phone system is currently Forced Closed. If you 'Force Open' the system will be automatically reset to normal hours at 9 pm. |
| Set Normal Hours | Used to deactivate a 'Force Open' or 'Force Closed' action and return to normal hours (as defined by your Open Hours settings). Dial your Admin number and enter '99'. Note: all 'Force Open' and 'Force Closed' actions are terminated at 9:00 pm each evening, so if the next day is a mid-week holiday your may safely 'Force Closed' your phone system any time after 9:05 pm the previous day. Active on this line means that the phone system is currently operating according to normal open hours. |
| Default Closed Message | Play this messages to callers that call outside of normal open hours |
| Default Closed VM Box | You should ALWAYS define a Default Closed VM Box
Callers that call outside of the Open Hours defined for a number will recieve a hangup unless Default Closed VM Box is defined. |
[edit] System Monitoring
We continuously monitor your PBX server, your stations and the connections the the PSTN (Public Switched Telephone Network). When we notice something that may affect your service we will alert someone in your organization, either to confirm that it is not problem (George in sales disconnected his phone and is taking it home so he can telecommute) or do something to correct the problem (Mark in shipping accidentally disconnected his phone).
Also, unlike legacy phone systems, we can automatically redirect your calls to another number if we are unable to deliver them to your business location. If your building should burn down (heaven forbid), at least you can still get your phone calls.
The following setting help support these capabilities:
alert - a problem that might affect normal call delivery emergency - a problem that will probably affect normal call delivery
Note: more than one email address or phone number can be entered in all but the Fail-Over Phone and Fax Phone fields.
| Admin Email | Contact email address for billing and non-technical issues. required |
|---|---|
| Tech Email | Receives normal system status reports, alert and emergency emails. optional |
| Alert Email | Receives alert and emergency emails. You may enter more than 1 email address. You may also enter an email address that delivers a text message to a cell phone; we will always summarize the issue in the Subject line. suggested |
| Emergency Email | Receives emergency emails. You may enter more than 1 email address. You may also enter an email address that delivers a text message to a cell phone; we will always summarize the issue in the Subject line. (You may not be able to receive these emails if access to your email server goes through the same Internet connection that the VoIP phone service uses and that connection is down.) required |
| Emergency Phone 1 | Receives a phone call when their is a problem that would affect the normal delivery of phone calls. Multiple phone numbers may be listed (separated by commas) and they must be either cell phones or phones that are NOT part of the PBX phone system. required |
| Emergency Hours 1 | The phone listed in 'Emergency Phone 1' may be called during these hours (eg M-F 9am-4pm). No need to wake someone up if iit is 3am Saturday night and noone is in the office until Monday morning. If you do not specify any notification hours we will use the default hours whick are M-F 8am-5pm. optional |
| Emergency Phone 2 | Same function as 'Emergency Phone 1' but may have different hours. optional |
| Emergency Hours 2 | The phone listed in 'Emergency Phone 2' may be called during these hours (eg M-F 7am-8am, M-F 5pm-7pm). optional |
| Fail-Over Phone | If we are unable to deliver phone calls to your stations we will forward the calls to this number. Only one number may be listed and it must be either a cell phone or phone that is NOT part of the PBX phone system. required |
| Fax Phone | If you have a fax line at your location, please list it here. (If your fax machine also has a handset and can receive voice calls then you may want the fax phone to also be your Fail-Over Phone.) highly suggested |
[edit] Open Hours
Open Hours define the time periods you normally receive calls. These open hours are used when configuring your incoming phone numbers (call sources). You may define different open hours periods for specific call sources or groups of call sources.
| Name | The name should be descriptive of the time period defined by each open hour entry and will be used to refer to this time period when configuring your call sources. Some common OpenHour names could be "weekdays", "techsupport", "bookkeeping".
Two time periods are pre-defined: -none- which is only open for 1 minute at 2 am, and is tantamount to "closed" Always which is only closed for 1 minute at 11:59 pm and tantamount to "always open". |
|---|---|
| Day(s) | This defines the day(s) for this OpenHour period. Use these abbreviations: mon, tue, wed, thu, fri, sat and sun.
You may define a single day ("fri"), multiple days ("mon,wed,fri") or a multi-day period ("mon-fri"). |
| Time Range | Specify the beginning and ending time using a 24-hour clock. For example 8am to 5pm would be "08:00-17:00". |
[edit] Staff Setup
Staff members must be defined so that voicemail boxes can be assigned and access to the Call Manager controlled.
| First Name | self explanatory |
|---|---|
| Last Name | self explanatory |
| UserName | The staff username is required to login to the Call Manager and the Voicemail Webpage. The Call Manager provides a real-time display of the status of all calls and easy access to call records, statistics, reports and voice mail messages. |
| Password | The password is required to login to the Call Manager and the Voicemail Webpage. |
| Station | This field is used to control the user's ability to login to a station and/or gain access to voicemail boxes.
-any- - The user may login on any station and listen to the voicemail for that station, even stations the user does not normally use. The user may also login to the web voicemail interface for any voicemail box. -none- - The user may not login on any station, nor listen to the voicemail for any station or any shared voicemail box. <ExtNum> -- The user may only login on the station with extension number <ExtNum> and may listen to voicemail for that station. The user may also listen to voicemail for any voicemail box included in the VM Notify list for that station. |
| SharedVM | This field is used to control the user's access to shared voicemail boxes.
Yes - The user may access to all the shared voicemail boxes (if he has access to any voicemail box). No - The user will not have access to any shared voicemail boxes. |
| CallManager | This field is used to control the user's access to the Call Manager.
Yes - The user will have access to the Call Manager and to the call logs accessible from the Call Manager. No - The user will not have access to the Call Manager. There is no way to grant a staff member access to the Call Manager without granting access to at least one voicemail box. |
| This email address is currently unused. (To receive voicemail messages by email you should configure the Notify Email field in the Voicemail Setup page.) | |
[edit] Stations Setup
A station can be a physical phone, a softphone or a pseudo phone.
A physical phone can make and receive calls and may be a regular analog phone connected to Line 1 or Line 2 on a VoIP adapter, or it might be connected to a line on a multi-line VoIP phone (which has a built-in adapter).
A softphone is a computer with special software installed allowing you to to make and receive calls. You use a headset and microphone plugged into the computer's sound card.
A pseudo-station is an extension number that, when dialed, will forward the call to some other destination. Because a pseudo-station can only forward calls it does not and must not have an adapter defined.
For each physical station that is added (with an adapter defined) a voice mail box is automatically set up, named 'x<station extension number>'.
| Seq | Used internally |
|---|---|
| Extension | The number to dial to reach this station (phone). The extension number may also be included in ring groups if multiple phones are to be rung at the same time. Use up to 5 digits maximum. |
| Adapter | The tag number on the VoIP phone or adapter (with 1 or 2 phone sockets) Select the tag for the VoIP phone you are using or the adapter that your phone is plugged into. |
| Line | VoIP phones can handle 2 to 4 lines, just like regular multi-line phones. Each line adapter box can handle 1 or 2 lines, each of which may be connected to a regular phone. Enter 1, 2, 3 or 4 for the line number you are configuring. |
| Call Limit | Enter 2 if you want to want to hear the call waiting beep in your earpiece, and be able to switch to the waiting call. Enter 1 if you want all additional calls to go to your voice mail (or other destination if so configured). |
| VM Box | The Voice Mail Box to which your calls will go if you do not answer a call. A setting of '0' defaults to the voice mail box number that is the same as the station's extension number. |
| VM Notify | A list of voice mail box numbers (comma separated) for which you wish to receive a Voice Mail Waiting Notification (stutter tone, blinking light or short rings) on your station. |
| OB CID | Outbound CallerID (-not yet implemented-). This number will be used as the Caller ID when calls to the PSTN are made from this station. |
| DID | If you want this station (phone) to be rung directly if someone dials one of the phone numbers assigned to your company, then select that phone number here. Note that each phone number selected here can not be used for other purposes (unless you change the configuration). |
| Forward | Enter the PSTN phone number, cell phone number, stations number or voice mail box extension number (voice mail extensions always starts with '7') to which calls to this station (phone) should be forwarded. You may NOT forward to extension numbers for ring groups, menus or menu options. |
| CID is DID | Normally outgoing calls (to the PSTN) from any station will show the CID (Caller ID) configured for the company. However, if the station has a DID (PSTN phone number that rings directly to station) configured for it, then setting this field to 'Yes' will cause outgoing calls from this station to use that DID as the CID. |
[edit] Voicemail Setup
You may set up multiple voice mail boxes, one for each station, staff member, function, group or section. Our voice mail system is very robust and provides a variety of notification and access methods.
Voice mails may be accessed from any phone or from any web browser.
Calls may be sent or transferred directly to voice mail (prefix the extension with a '7') and each voice mail message may also be sent to one or more email addresses.
| Box (number) | This is the voice mail box number. It is used in the other configuration web pages and is needed when you login to receive your voice mail (except when dialing 999 from your station). How to access your voice mail
Each station should have a voice mail box configured and by convention the voice mail box number is the same as the station's extension number, eg 201, 202, 203... |
|---|---|
| Box Name | This is the salutation that is used when a voice mail message is emailed to the Notify Email address. It also used (along with the box number) in the other configuration web pages. |
| Password | The password consists of 5 digits maximum and is used when logging in to receive your voice mail (except when dialing 999 from your station). |
| Escape Extension | A caller who winds up in a voice mail box may escape by pressing '0'. Escaping causes the call to be forwarded to extension 400 by default, and this may be overridden by specifying some other escape extension. Note: In order for the default escape extension to work you must specify one of your menus or menu options to have extension 400. |
| Notify Email | An email notification and an audio file copy of the voice mail message will be sent to this email address. |
[edit] Ring Groups Setup
A ring group is a list of one or more stations (phones).
Normally, all stations in a ring group are rung at the same time and the first station to answer gets the call. This is unlike 'legacy' phone system behavior and is very handy if you want to be sure certain calls (like sales inquiry calls) are answered. You can ring the stations that would normally handle the calls and if they do not answer quick enough you can immediately ring more stations, even all stations.
Ring groups can also be used as a Hunt Group in the definition of a Menu Option (recall, ring groups are just a list of stations) in which case they are tried one at a time and the first one not busy is rung.
| Name | The name will be used to identify the ring group in menu options. The name may contain only alphanumeric characters plus the underscore and hyphen (_-). Embedded white space is not allowed. |
|---|---|
| Extension | The ring group may be reached directly by dialing this extension. Ring group extensions are by convention 300 - 325. Although a ring group can be reached directly if an extension number is assigned to the group, its use is discouraged. A ring group does not have an associated voice mail box nor an action to take if there is no answer. A better way to pass a call to certain staff members is to assign an extension to a 'menuoption' and transfer the call to that extension. A 'menuoption' normally has a voice mail box and actions to take if there is no answer. |
| Members | Enter the extension numbers of the stations you wish to include in the ring group, each separated by a space. A list of available stations is shown at the bottom of the table. Stations must have been previously configured in 'Stations Setup' to be included in the list. |
[edit] Messages Setup
In menus and various other places, messages will be played to direct the caller to the right staff member or function or to provide some other information to the caller. Each message must be predefined (and recorded) before it can be used. Each message has a name and a number by which it is referred to in the setup and configuration process.
| Number | The message number is used in a company private menu (dial the Admin Number to get to this menu) to allow a staff member to record or modify the message. The staff member will enter the message number to tell which message he wants to record. |
|---|---|
| Name | The message name should be descriptive and is used in other configuration items to refer to this message. |
| Length | This is the maximum allowable length of the message. If the recording that is placed in the message is shorter than the maximum length then the message will be played for the length of the recording. |
| Play | Play the message that is currently saved on the PBX. Note that the tone and timbre of the messages may sound different when played on the computer's speakers. This is because the messages are normally optimized for playback in the phone system and have been converted to play on a computer. You should judge recording sound quality only by palying back on a telephone. |
To Record Your Messages: Dial your Admin number, enter the 'Record Menu passcode' and follow the voice prompts
[edit] Call Sources
Call source may be a new concept to most people. This is because information about what number someone dialed to reach you has not been available from the phone company. But if you think about it, the ability to know that number can be very valuable information. Suppose you put different phone numbers in different advertisements. Then when you receive inquiry calls you could tell which advertisement is working and which is not.
Each call source has a different phone number and is normally associated with a method by which people will find and call your company. Examples would include each different phone book, each radio ad campaign, each direct mail campaign, websites, business cards.
You will get reports on how many calls came to each number which in turn tells you how well the associated advertisement is working!
[edit] Add New Call Source
| Name | This name will be used in CDR's (records of each phone call) and in reports that you will receive. It should be descriptive of the advertisement or other source that generated the call. |
|---|---|
| Number | This is the number callers will use to reach you. It is important that this number be used in the advertisement or other source Identified by the Name field. |
[edit] Edit Call Source
| Name | This name will be used in CDR's (records of each phone call) and in reports that you will receive. It should be descriptive of the advertisement or other source that generated the call.
You must create a Call Source named Admin and it must go the a Menu named Admin, in order to some administrative functions that are only available via the Admin Menu. |
|---|---|
| Number | This is the number callers will use to reach you. It is important that this number be used in the advertisement or other source Identified by the Name field. |
| OB CID Code | OutBound Caller ID Code. Used to set the Caller ID on outbound calls to something other than your default outbound CID. To set the outbound CID on a call dial '#' follows by this code (always using 2 digits, eg if the code is 6 enter '#06') followed by the normal phone number you wish to reach. |
| Abbrev | This abbreviation will be used in some reports and in the CDR's. |
| Menu | All calls to this Number will be connected to this specified menu.
The Admin Call Source must go to a menu named Admin. |
| Is Inquiry | If this callsource primarily receives sales inquiry calls then this calls to this number will receive special handling in the webpage Call Manager display if 'Is Inquiry' is set to 'Yes'. |
| Open Hours 1,2,3,4 | These define the times that call to this Number will be answered and connected to the specified Menu. Open Hours must have been previously configured in 'Setup Open Hours'. |
| Closed Menu | If the time of the call is not within one of the specified Open Hour time periods then the caller will be connected to this menu, if this menu is defined (not set to '-none-'). |
| Closed Message | If the time of the call is not within one of the specified Open Hour time periods then if no Closed Menu is defined then this message will be played, if this message is defined (not set to '-none-'). Else the company closed messages will be played, if it is defined. |
| Closed VM Box | If the time of the call is not within one of the specified Open Hour time periods then if no Closed Menu is defined the caller (possibly after a closed message is played) will be directed this Voice Mail box, if this voice mail box is defined (not set to '-none-'). Else call will be directed to the company closed voice mail box, if it is defined. (Whew! That was a mouthful.) |
[edit] Menus & Menu Options Setup
Menus and Menu Options are the heart of our IVR (Interactive Voice Response) system. Each incoming call may be directed to a Menu. The Menu may play a Message for the caller and executes the Menu Option the caller selected by entering a KeyPress. Menu Options have great flexibility and can support a wide variety of call types.
[edit] Menu Fields
| Name | The menu name must be entered at the time the menu is created and cannot be modified thereafter. It must be alphanumeric and contain no white space (but underscore and hyphen are allowed). The menu name is used in the Call Source setup web page and in the Menu Option setup web page.
You must create a Menu named Admin, in order to use some administrative functions that are only available via the Admin Menu. You may, but are not required, to provide any MenuOptions for the Admin Menu. |
|---|---|
| Number | As a convienience the phone number(s) that go to this menu are listed. (They are configured in the Call Source setup pages.) |
| Message | You may change, or set to '-none-', the message that is played when a caller arrives at this menu. If the message is set to '-none-' then there MUST be only one menu option for the menu (otherwise there is no way for the caller to select which menu option he wants). |
| Extension | A call may be sent to a menu by transferring the call to its extension number. By convention menu extensions are in the range 400-410. |
[edit] Menu Option Fields
| Extension | A call may be sent to a menu option by transferring the call to its extension number. By convention menu option extensions are in the range 500-510, although it is OK to assign extension 400 to one of the menu options so it can serve as the voice mail escape extension.
Because the default 'escape' from voice mail (if the caller enters '0' during the voice mail greeting) goes to extension 400 you should assign it to an appropriate menu or menu option. |
|---|---|
| Key Press | Each menu option is selected from a menu by a key press. Allowable values are 0, 1, 2, 3, 4, 5, 6, 7, 8, 9 and t. The 't' option is the timeout option and normally repeats the menu or goes to voice mail. For every menu there is automatically configured an 'invalid' menu option which warns the caller and repeats the menu message. The exception is an inquiry which has no menu message defined and has only one menu option. In that case there is no need for a key press to be defined because the caller goes directly to the single menu option. |
| Name | The menu option name must be entered at the time the menu is created and can be modified later. It must be alphanumeric and contain no white space, but underscore and hyphen are allowed. Important! The menu option name is used in various reports and statistics to help you track your calls so it is vital to choose and consistently use names that are unique and descriptive of the functions you wish to track. |
| Sub Menu | If defined then the menu option will send the caller directly to this menu. Although a 'sub' menu it can be any menu at all, even the menu the caller came from, as in "press 0 to return to the previous menu". If Sub Menu is defined other possible menu option actions are never reached. |
| Queue | If defined then the menu option will send the caller directly to this queue. A queue allows several callers to 'wait in line' for the availability of a scarce resource. Queues are configured in the Setup Queues web page. If there is no Sub Menu and a Queue is defined then other possible menu option actions are never reached. |
| Distinct Ring | This field controls the ring pattern and is either left blank or set to a number between 1 and 8 (inclusive). Left blank yields the default ring pattern we all know and love. Patterns 1 through 8 have a different cadence and may be used to indicate the type of call for those stations that receive more than one type of call |
| Hunt Group | If defined, the stations in this group will be tried in succession. The first one that is not busy will be rung. If there is no answer at that station, or all stations are busy, then the call will go the to MenuOptions's no answer action (either another menu or voicemail). |
| Hunt Time | If a hunt group is defined then this is the amount of time (in seconds) that the station will be rung before going the the MenuOption's no answer action. |
| Ring Groups (& Times) | Ring groups allow you to select different groups of stations (Ring Groups) to ring in succession and the amount of time that each will be rung (ring times are in seconds). For example if a caller has selected the 'sales' option from the menu then the phones in the sales department may be rung for 10 seconds. Then if there is no answer, and because this is a call you do not want to miss, more phones may be called by selecting a ring group with more stations in it (and that probably includes the sales station as well) until someone answers. |
| Busy Menu | If the last ringgroup returns busy (all stations in that ringgroup are busy) then the caller will be sent to this menu, if it is defined. |
| No Answer Menu | If there is no answer from any of the selected Ring Groups then the caller will be sent to this menu, if it is defined. |
| Voice Mail | As a last resort the caller will be sent to this Voice Mail box to leave a message. |
[edit] Admin Menu
The admin menu is a special menu, you should always setup an Admin menu. This menu provides:
- Access to internal extensions after normal business hours
- Access to special functions like message recording
- Anytime access for special customers
Take these steps to setup an Admin Menu:
Create a menu named 'Admin' (it must be spelled exactly as it is here with the 'A' capitalized) The options in the Admin menu may duplicate another menu and use the same message as the main menu, but this is not necessary.
Select a phone number to use for Admin the setup a Call Source for that number, direct it the the 'Admin' Menu and set Open Hours1 to 'always' (mon-sun 0:00-23:59).
The key press actions for the special functions will be automatically added. Right now these include the Record Menu, AfterHours On and AfterHours Off which are configurable from the Main Menu. (Note that 'AfterHours On' does not bring calls to the Admin menu, instead it brings them to the menu they would normally reach if they called during normal business hours.)
[edit] Queues
| Music On Hold | If specified, music from this class (see Setup Music) is played while the caller is on hold. |
|---|---|
| Announce Queue | If a message file is named it will be played to the Agent upon answering the call to let him know which queue he is answering. |
| Ring Strategy | This determines how calls are distributed to the Agents. |
| Context | If a context is specified, and the user types a SINGLE digit while in the queue then the next action will be taken from the specified context. |
| Ring Timeout | How long to ring before we consider this a timeout. |
| Retry Delay | How long to wait befor trying all the agents again. |
| Wrapup Time | After a successful call, how long to wait before sending the agent a new call. |
| Max Size | Maximum number of callers in the queue (0 for unlimited). |
| Announce Frequency | How often to announce to the caller his position (and possibly estimated hold time) in the queue |
| Announce Hold Time | Should the hold time be included in the position announcements? |
| Round Seconds | If not 0, then the seconds will be rounded to the nearest specified value. |
| Monitor Format | If a format is specified then the call will be recorded in the specified format. |
| Monitor Join | Each side of the call is normally recorded separately. If yes, then the two parts will be combined into single recording. |
| Leave When Empty | Remove callers from the queue if there are no agent registered to receive calls. (This only works for dynamic queue members!) |
| Event When Called | Generate AgentCalled events where an agent is rung. |
| Members (stations) | Select the stations that will receive queued calls. Stations with higher penalty values (range 0-5) will only be called if stations with lower penalty values are busy. (And more complicated scenarios....) |
[edit] Website
The Configuration/Feature Server website is located here.
A username and password are required and you must set your browser to accept cookies.
