Overview

A PBX (Private Branch Exchange) is a phone system that allows an organization to manage incoming and outgoing phone calls and also allows internal communication within the organization. Ring Groups are used to give the option of ringing multiple PBX numbers simultaneously or in sequence.

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Contents:

• Adding a Ring Group

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Adding a Ring Group

1.) Click the Phone System main menu.

2.) Click the Ring Groups menu option.

The Show Ring Groups page will open.

3.) Click the Add Ring Group button.

The Add Ring Group page will open.

4.) Configure the Ring Group Options:

• (A) Ring Group Number: The system will populate this number once the Group is created.
• (B) Description: Provide a descriptive title for this Ring Group.
• (C) Ring Strategy:
  • Ring All: Ring Extension for the duration set in Initial Ring Time, and then terminate the call to Extension and ring Follow Me List for the duration set in Ring Time.
  • Hunt: Take turns ringing each available Extension.
  • Memory Hunt: Ring the first Extension in the list, then the 1st and 2nd Extension, then the 1st, 2nd, and 3rd Extension in the list, etc. 
  • *-[Primary Dependent]: The Modes ending in Primary Dependent act as those described above. However, if the primary Extension (first in the list) is occupied, the other Extensions will not be rung. If the primary is on Do Not Disturb, it will not be rung. If the primary is Call Forward unconditional, then all will be rung.
  • First Available: ring only the first available channel.
  • First Not On Phone: ring only the first channel, which is not off-hook - ignore Call Waiting.
• (D) Ring Time (max 300 sec): Time in seconds that the phones will ring. For all hunt style ring strategies, this is the time for each iteration of phone(s) that are rung
• (E) Extension List: List of extensions to ring
• (F) Add External Number: Add a custom phone number to "Extension List".
• (G) Recording: Message to be played to the caller before dialing this group.
• (H) Play Music On Hold: If you select a Music on Hold class to play, instead of 'Ring', they will hear that instead of Ringing while they are waiting for someone to pick up.
• (I) CID Name Prefix: You can optionally prefix the CallerID name when ringing extensions in this group. i.e.: If you prefix with "Sales:", a call from John Doe would display as "Sales: John Doe" on the extensions that ring.
• (J) Ignore CF Settings: When checked, agents who attempt to Call Forward will be ignored.
• (K) Skip Busy Agent: When checked, agents who are on an occupied phone will be skipped as if the line were returning busy. This means that Call Waiting or multi-line phones will not be presented with the call and in the various hunt style ring strategies, the next agent will be attempted.
• (L) Enable Call Pickup: Checking this will allow calls to the Ring Group to be picked up with the directed call pickup feature using the group number. When not checked, individual extensions that are part of the group can still be picked up by doing a directed call pickup to the ringing extension, which works whether or not this is checked.
• (M) Confirm Calls: Enable this if you're calling external numbers that need confirmation - e.g., a mobile phone may go to voicemail, which will pick up the call. Enabling this requires the remote side to push 1 on their phone before the call is put through. This feature only works with the Ring All Strategy.
• (N) Remote Announce: Message to be played to the person RECEIVING the call, if Confirm Calls is enabled.
• (O) Too-Late Announce: Message to be played to the person RECEIVING the call if the call has already been accepted before they push 1.

5.) Configure Change External CID Configuration:

• (A) Mode: 
  Determines the external Caller ID.
  • Default: Transmits the Caller's CID if allowed by the trunk.
  • Fixed CID Value: Always transmit the Fixed CID Value below.
  • Outside Calls Fixed CID Value: Transmit the Fixed CID Value below on calls that come in from outside only. Internal Extension to Extension calls will continue to operate in Default.
  • Use Dialed Number: Transmit the number that was dialed as the CID for calls coming from outside. Internal Extension to Extension calls will continue to operate in Default. There must be a DID on the inbound route for this. This will be Blocked on trunks that block foreign Caller IDs.
  • Force Dialed Number: Transmit the number that was dialed as the CID for calls coming from outside. Internal Extension to Extension calls will continue to operate in Default Mode. There must be a DID on the Inbound Route for this. This will be transmitted on trunks that block foreign Caller IDs.
• (B) Fixed CID Value:
  This field specifies the Fixed CID Value for the CID Modes that require one. It is inactive when you choose a Mode that does not need a Fixed CID Value. The format should be digits only. 

 6.) Configure Call Recording:

• Never: The system will never record the calls.
• On Demand: The Agent must manually click the recording button to start the recording. They can also use the Stop button to stop the recording anytime.
• Always: The system will automatically record all the calls.

7.) Configure the Destination if no answer:

• (A) Destination options include:
  • Announcements: Plays a pre-recorded audio file.

  • Call Center Queues: Routes to any of your Call Center Queues.

  • Callback: Routes to a Callback which has a destination of its own.

  • Conferences: Routes to one of your PBX Conferences.

  • Conversational AI: Routes to a Virtual Agent.

  • Directory: Routes the call to a User Directory.

  • Extensions: Routes the call to a specific Agent's extension.

  • External Numbers: Routes the call to an external number.

  • IVA (Virtual Agent): Routes the call to a Voso.ai Campaign.

  • IVR: Routes the call to an IVR.

  • PBX Queues: Routes the call to one of your PBX Queues.

  • Queues Priority: Routes call to one of your PBX Queues Priorities.

  • Ring Groups: Routes to one of your Ring Groups. Which are used to ring multiple Extensions simultaneously or in sequence.

  • Terminate Call: Ends the call as Busy, Congestion, or Hangup.

  • Time Conditions: Routes to one of your Time Conditions. 

  • Voicemail: Routes to a specific Agent's Voicemail box.

• (B) The options in this field depend on your selection in (A).

8.) Click the Apply Changes button.

A notice will open, prompting you to reload the PBX to activate your changes.

9.) Click the Close button.

10.) Click the Phone System main menu.

11.) Click the Reload PBX menu option.

A Confirmation window will open.

12.) Click the Reload button.

The Reload PBX page will open. Changes may take up to fifteen minutes to take effect.

 

 

 

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