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. This article walks through the process of configuring voicemail extensions. Leads can leave messages for Agents that can be sent to the Agent's registered email address.

Contents:

• Editing Extensions

Editing Extensions

1.) Click the Phone System main menu.
2.) Click the Extensions menu option.
The Show Extensions page will open.

3.) Click the Edit option in the Action gear-wheel drop-down.

The Extension Settings page will open.

4.) Configure the Extension Options:

• (A) Outbound Caller ID Name:
  Overrides the Caller ID Name when dialing out directly through the SoftPhone (not the dialer).
• (B) Outbound Caller ID Phone:
  Type the Phone Caller ID.
• (C) Internal CID Alias:
  The Caller ID Number for internal calls, if different from the Extension number. This is used to masquerade as a different user.
  • A common example is a team of support people who would like their internal Caller ID to display the general support number (a Ringgroup or Queue). There will be no effect on the external Calls.

5.) Configure the Voicemail Options:

• (A) Voicemail Password:
  The numerical password used to access the Voicemail system.
  • A user can change the password you enter here after logging into the Voicemail system (*98) with a phone.
• (B) Email Address:
  The email address to receive voicemails.
• (C) Pager Email Address :
  Pager/Mobile email address that short Voicemail notifications are sent to.
• (D) Email Attachment:
  Option to attach Voicemails to email.
• (E) Play CID:
  Read back the caller’s telephone number prior to playing the incoming message, and just after announcing the date and time the message was left.
• (F) Play Envelope:
  Envelope controls whether or not the Voicemail system will play the message envelope (date/time) before playing the Voicemail message. This setting does not affect the operation of the envelope option in the advanced Voicemail menu.
• (G) Delete Voicemail:
  If set to Yes, the message will be deleted from the Voicemail box (after being emailed). Provided functionality that allows a user to receive their Voicemail via email alone rather than having the Voicemail able to be retrieved from the Web interface or the Extension handset.
  • Note: Email Attachment must be set to Yes to prevent permanent loss of Extension's Voicemails.

6.) Configure Voicemail Destinations: Once you choose a Destination Type in the drop-down for one of these Statuses, a new field will appear to specify the exact Destination.

For Example: If you choose Announcements in the first drop-down then you would pick a specific Announcement in the second drop-down.

• (A) No Answer:
  Calls with a Status of No Answer will go to the Destination chosen in this drop-down.
  • Destination Options include:
    • No Changes: This means the call will go to Voicemail for this Extension.
    • 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) Busy:
  Calls with a Status of Busy will go to the Destination chosen in this drop-down.
  • The Destination Options are detailed for field (A).
• (C) Not Reachable: 
• Calls with a Status of Not Reachable will go to the Destination chosen in this drop-down.
  • The Destination Options are detailed for field (A).

7.) Click the Apply Changes button.

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