Administrator Manual

5. Settings

In this chapter:

• Locations
  • Emergency Services Calling
• Music on Hold
• Routing Rules
  • Inbound rules
    • Example
  • Outbound rules

Locations

Dial plan of each user depends on their geographical location. For example in most European countries prefix 00 for international numbers and single 0 for local numbers is used. In United States prefix 011 for international numbers and no prefix for local numbers is used. By default all your users are assigned to the location (country and time zone) as defined in your Company profile - see Figure 4.2 above. However if some of your users are located in different countries you can define additional location and assign users to them.

To add or modify locations click Locations link located in Settings panel - see Figure 5.1 above - and follow steps below:

1. Click Add location button.
2. Enter your new location address details.
3. Click Submit button.

Emergency Services Calling

In some locations you can enable Emergency Services Calling (Police, Ambulance and Fire Brigade). To enable this feature please ensure your address details are correct as they will be passed to Emergency Centre and used to dispatch Emergency vehicles in case of a "silent call" (when operator is unable to speak with person who called emergency number).

To enable Emergency Calling click Locations link located in Settings panel - see Figure 5.1 above - and follow steps below:

1. Select Request Activation checkbox - see (4) in Figure 5.1 above.
2. Click Update button.
3. Once you address is successfully validated you will be able to call Emergency Services by dialling 999 in the United States or 999 / 112 in the United Kingdom.

Important: you will not be able to make emergency call in case your Internet connection is down. Please use your mobile (cell) phones in this case.

Music on Hold

By default there is one set of music tunes which are being played to callers while they are awaiting for connection. It is possible to create up to 20 custom Music on Hold sets which can include marketing messages and other announcements.

To create custom Music on Hold set click Music on Hold link located in Settings panel - see Figure 5.1 above - and follow steps below:

1. CLick Add button located in top right part of Music on Hold window.
2. Drag and drop music tines you want to include in custom Music on Hold set.
3. Click Submit button.

Routing Rules

Using Routing Rules it is possible to overwrite default settings for inbound and outbound calls based on pre-defined conditions.

Inbound rules

To define inbound routing rules:

1. Click Add button (1) to create new Inbound rule.
2. Add one or more Source numbers and/or patters using Add button (2). Characters listed below are interpreted as a pattern rather than a literal:
   • X - any digit from 0-9
   • Z - any digit from 1-9
   • N - any digit from 2-9
   • [1235-9] - any digit in the brackets (in this example, 1,2,3,5,6,7,8,9)
   • X. - (dot) one or more of X - for example +442X. will match any number starting with 442
3. Drag and drop number and/or patters from Sources panel to Source column in Inbound rules tab.
4. Drag User, Inbound Number, IVR or Queue into Destination column.
5. Optionally you can add Time Conditions using panel (5).
6. Set Action that PBX should perform if inbound call matches defined conditions using drop down list (6).
7. Click Update button to save your rules.

Example

Call routing system will try to match all incoming calls according to their source (Caller ID), destination and time interval. In the example above there are two rules defined for "Destination" - "Queue: Sales". Lets analyze the following two scenarios:

Scenario 1. A call from number +1 321 987 323 to "Queue Sales" at 10:45 on Wednesday:

Rule 1 * Source: +1 321 987 323 - matches "Any" ? - Yes * Destination: matches "Queue Sales" ? - Yes * Time interval: 10:45 on Wednesday matches "from 9:00 to 17:30, Mon. - Fri." ? - Yes * Action: connect the call to the "Queue Sales" (Default) and stop execution of routing rules.

Scenario 2. A call from +1 321 987 323 to "Queue Sales" at 6:10 on Wednesday:

Rule 1 * Source: +1 321 987 323 - matches "Any" ? - Yes * Destination: matches "Queue Sales" ? - Yes * Time interval: 10:45 on Wednesday matches "from 9:00 to 17:30, Mon. - Fri." ? - No, skip this rule and continue to the next one

Rule 2 * Source: +1 321 987 323 - matches "Any" ? - Yes * Destination: matches "Queue Sales" ? - Yes * Time interval: 10:45 on Wednesday matches "from 9:00 to 17:30, Mon. - Fri." ? - Yes * Action: route call to John's Voicemail and stop execution of routing rules.

Outbound rules

To define outbound routing rule:

1. Click Add button (1) to add new rule.
2. Drag and drop users into Source column (2).
3. Add one or more Destination numbers and/or patters using Add button (3). Characters listed below are interpreted as a pattern rather than a literal:
   • X - any digit from 0-9
   • Z - any digit from 1-9
   • N - any digit from 2-9
   • [1235-9] - any digit in the brackets (in this example, 1,2,3,5,6,7,8,9)
   • X. - (dot) one or more of X - for example +442X. will match any number starting with 442
4. Drag and drop number and/or patters from Destinations panel to Destination column in Outbound rules tab.
5. Optionally you can add Time Conditions using panel (5).
6. Set Action that PBX should perform if inbound call matches defined conditions using drop down list (6).
7. Click Update button to save your rules.