TABLE OF CONTENTS

Platforms

TMS

How to Login to the TMS V3

Step 1: Go to the TMS URL:  https://tms.euphoria.co.za/

Step 2: Enter your email address.

Step 3: Enter your password.

Step 4: Select the correct account.


How to Login to the TMS V2

Step 1: Go to the TMS URL:  https://tms-old.euphoria.co.za/

Step 2: Enter your email address.

Step 3: Enter your password.

Step 4: Select the correct account.



How to Verify an Account.

To verify a TMS account, please send an email to support@euphoria.co.za.



How to Reset a TMS password. 

Step 1: Go to the TMS URL:  https://tms.euphoria.co.za/

Step 2: Click on “Reset Password” bottom right on the TMS Login page.

Step 3: Type in your company email address that is linked to the account. 

This will send an email with an OTP to the user to reset the password.

Step 4: Go to the mail and copy the OTP to the TMS page to change. Once done, the option to reset the password will show. 

Step 5: Create a new password and click Next. This will save the new password. 


Note: A password can be reset in the TMS as well. 

Step 1: Click on the user name or profile icon.

Step 2: Click on “Reset Password” and follow step 3 -  from above.


Note: From here, all how to’s will start on the dashboard page after an account has been chosen.




Dashboard Pages

How to RICA your Account.

Step 1: Click on the Upload/Change RICA documents button in the green notification box on the dashboard.

Step 2: Complete the required fields and upload a copy of the representative's ID document. 

Step 3: Your documents will be sent to our accounts department for review, and you will receive an email notifying you if your RICA documents have been approved or rejected. 

If your RICA documents are in order, you will see the following notification on the dashboard when you log in to your Euphoria TMS.




Billing & Accounts

Account Details.

How to View Account  Details and Monthly Service Fees.

Step 1: Click on Billing & Accounts menu item. 

Step 2: Click on the Accounts Details sub-menu. 

Step 3: Click on “Edit Billing Details”.

Step 4: Edit the needed field and click “Apply” to save the changes.

 

Pre-Paid Billing: 

How to Renew Monthly Services.

Step 1: Click on Billing & Accounts menu item. 

Step 2: Click on the Accounts Details sub-menu. 

Step 3: Click on the “Renew Services” tab. 

Step 4: Choose the amount to top up with given in monthly increments. 

Step 5: Choose your preferred payment method; there are two options: 

Order Now, Pay via EFT 

  • This will create a proforma invoice which will be sent to the accounts email address you have provided.

  • Please send confirmation of payment to accounts@euphoria.co.za.

  • Kindly note that EFT payments are only processed during office hours, from Monday to Friday, 8:00 am to 5:00 pm.

Pay Now with Credit Card 

  • Credit card payments are processed instantly.


 

How to Pay for a New Extension Created for Pre-Paid Users.

Step 1: Click on Billing & Accounts menu item. 

Step 2: Click on the Orders sub-menu. 

Step 3: From this page, you can either view or pay the invoice. 

Note: Once paid the extension will be available for use. 



How to Purchase Airtime.

Step 1: Click on Billing & Accounts menu item. 

Step 2: Click on the Accounts Details sub-menu. 

Step 3: Click on the “Buy Airtime” tab. 

Step 4: Choose the amount to top up with given in monetary amounts. 

Step 5: Choose your preferred payment method; there are two options: 

Order Now, Pay via EFT 

  • This will create a proforma invoice which will be sent to the accounts email address you have provided.

  • Please send confirmation of payment to accounts@euphoria.co.za 

  • Kindly note that EFT payments are only processed during office hours, from Monday to Friday, 8:00 am to 5:00 pm.

Pay Now with Credit Card 

  • Credit card payments are processed instantly.

 

Postpaid Billing

Postpaid Billing Cycle (Debit Order).

  • Monthly service invoices are generated on the 15th of each month.

  • Your monthly service invoice includes:

    • Outgoing call charges from the 15th to the 14th (e.g. 15th October to 14th of November).

    • Service fees are charged a month in advance (e.g. on the 15th of November, the services on your monthly service invoice will be for December).

  • Debit orders are processed on the 20th of every month. 

  • The debit order amount comprises of the monthly invoice amount and any outstanding amounts and/or any invoices for additional services ordered during the current billing cycle.

  • You will receive a notification of the total amount to be debited 1 to 2 days before the debit order batch being submitted to the receiving bank for processing. 

  • Should your debit order fail, an administration fee of R90.00 will be charged to your account. Payment is required via EFT within 48 hours of you receiving notification that your debit order has failed. 

  • Should the debit order fail, we reserve the right to convert your account to prepaid should we deem it necessary.



What is a Calling Credit limit?

The calling credit limit is an advance that allows a user to make outgoing calls up to a specified amount for each billing cycle. A calling credit limit that may require a deposit.

Should the limit be reached or exceeded, outbound calling services will be automatically suspended. These services will only be restored once an additional deposit or other security has been provided.



How to Activate Postpaid Calling Credit Limits.

Contact Euphoria Telecom. We will set a calling credit limit that may require a deposit.

  • The monthly calling credit limit will revert to R 0.00 at midnight on the 14th of each month. Outgoing call charges are calculated from the 15th to the 14th of each month and are included on your monthly service invoice, issued on the 15th of each month. 

  • Payments for deposit slips are required via EFT; they can also be paid by credit card via the Euphoria TMS; once payment has cleared into our account, the credit limit will be set or increased. 

  • A notify value is set on the account; once this value is reached, an email alert will be sent. An increase request can be sent via the Euphoria TMS or contact our accounts department for assistance.

  • Deposits are fully refundable should you cancel your services with Euphoria Telecom. Please note that deposits are held in a non-interest-bearing account. 



Transaction History

How to Access Invoices and Statements.

Step 1: Click on Billing & Accounts menu item. 

Step 2: Click on the Transaction History sub-menu. 

2.1: Download statements according to a specific period by entering the relevant date range and clicking on the “Display” button. 

2.2: Download or view any invoice, credit note, or deposit slip by clicking on the “PDF / View” button.

2.3: Pay invoices by clicking on the “Pay” button next to the invoice. (Select multiple invoices/deposit slips for payment by selecting the invoices/deposit slips on the left-hand side.)



Voucher History

How to Redeem a Voucher.

Step 1: Click on the Billing & Accounts menu item.

Step 2: Click on the Vouchers History sub-menu item.

Step 3: Enter the voucher number into the voucher code request tab, click “Submit”.



How to Track Airtime Purchases.

Step 1: Click on the Billing & Accounts menu item.

Step 2: Click on the Vouchers History sub-menu item.

  • Keep track of how often you add airtime and your airtime usage.



Orders

Where to Find Incomplete Orders? 

If unable to complete order:

Step 1: Click on the Billing & Accounts menu item.

Step 2: Click on the Orders sub-menu item.       

  • The Orders page contains a record of all unprocessed transactions on your account. 

  • Complete payments from here directly.




TMS Users

Note: When assigning permissions, roles, extensions, queues and campaigns, ALWAYS ensure the correct manager is chosen first. 


How to Create a Custom Role.  

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the arrow next to the Roles tab at the top toolbar. 

Step 4: Click on “ Add Roles”.

Step 5: Create a Role Name and Type.  

Step 6: Enable features for the custom role. 

Step 7: Click “Apply” to save the role.  



What can Custom Roles be used for?

Custom roles can be created to add to a group of managers or extensions instead of editing permissions one by one. 



How to Assign a Role to Multiple Extensions.

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the arrow next to the Roles tab at the top toolbar. 

Step 4: Click on “ Assign Roles”.

Step 5: Choose the role type and landing page (The “Dashboard” page when a user logs into the TMS account.)

Step 6: Choose the extensions that should be added to the role.

Step 7: Click “Save Permissions”.



How to Assign a Role to Individual Extensions. 

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the arrow next to the Roles tab at the top toolbar. 

Step 4: Click on “ Extension”. (Open the extension you want to assign a role to.)

Step 5: Choose the role type and landing page. (The “Dashboard” page when a user logs into the TMS account.)

Step 6: Click “Apply” to save the changes. 



How to Add a Manager to the TMS

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the arrow next to the Manager tab at the top toolbar. 

Step 4: Click on the “Add Manager” tab.

Step 5: Give the manager a name and Type. 

Step 6: Create a TMS Account for the manager.

6.1: Fill in all Account details needed to create the login. 

Step 7: Click on “Apply” to save the manager login. 



How to Add a Manager TMS Account to an Existing Extension.

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the arrow next to the Manager tab at the top toolbar. 

Step 4: Click on the “Add Manager” tab.

Step 5: Give the manager a name and Type. 

Step 6: Add a TMS log in to the manager. (Add a User name.)

6.1: Fill in all Account details needed to create the login. 

Step 7: Click on “Apply” to save the manager login. 



How to Assign Permissions to Managers.

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the Manager you wish to add the permission to.

Step 4: Click on the Permissions tab at the top toolbar. 

Step 5: Select a role type and click on “ Save Permissions”. 



How to Set Up a TMS Account for an Extension user.

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the down arrow next to the Distribution tab on the top of the page and open extensions.

Step 4: Double click on the extension and a pop-up window will open.

Step 5: Click on the key icon to open the pop-up window.

Step 6: Select either “Create a TMS account for this extension (Used for a new user) or  ”Assign this extension” to an existing TMS account ( The client already has a login created and needs this extension added to their view). Once the correct option is chosen, fill in the details of the user. 

 

Please Note!

  • Once the TMS login is created, it can take up to 30minutes for the login to be generated before it is accessible.

  • If  ”Create a TMS login for this extension” is chosen and it doesn’t allow the login to be created - the email address is already connected to a TMS login. Call support for assistance.



How to Reset a TMS Password(For Reseller Tenants)

Resellers not wanting clients to receive the OTP mailer are to setup the TMS login as follows:

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the down arrow next to the Distribution tab on the top of the page and open extensions.

Step 4: Double click on the extension and a pop-up window will open.

Step 5: Click on the key icon to open the next pop-up window:

Step 6: Select either “Create a TMS account” for this extension - Is used for a new user or “Assign this extension” to an existing TMS account - The client already has a login created and needs this extension added to their view. Once the correct option is chosen, fill in the details of the user. 

Step 7: Add the Reseller email Address under the TMS details tab - This is the email address the system will send the OTP.

Step 8: Add the client’s email address under the TMS login username - This needs to be the client's email address.


NoteIf any staff member leaves the company, PLEASE remember to DELETE their TMS login by emailing accounts@euphoria.co.za.



How to Assign Extensions, Queues and Campaigns to each Manager.

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the Manager you wish to add the Extensions/Queue/Campaign to. 

Step 4: Click on the arrow next to the Distribution tab at the top toolbar. 

Step 5: Click  on the “Extension/Queue/Campaign” tab (All available Extension/Queue/Campaign will appear)

Step 6: Click and drag the extension from the “Available” column to the “Assigned” 

column.



What does it mean to add a new Team Leader to the account?

A team leader is a manager type that is selected when a manager is created. A team leader can be added to another manager as part of their group. 



How to Distribute an Extension to more than one Manager?

Extensions not under management can be added to multiple managers. Only extensions that have been put under management will not be available to multiple managers.  

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the Manager you wish to add the Extensions to. 

Step 4: Click on the arrow next to the Distribution tab at the top toolbar. 

Step 5: Click on the “Extension” tab. (All available Extensions will appear.)

Step 6: Click and drag the extension from the “Available” column to the “Assigned” 

column. 



How to put an Extension Under Management. 

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the Manager you wish to add the Extensions to. 

Step 4: Click on the arrow next to the Distribution tab at the top toolbar. 

Step 5: Click on the “Extension” tab. (All available Extensions will appear.)

Step 6: Double-click on the extension you want to put under management.

Step 7: Click on the “Put under Management” tab.



How to see Which Features are Active on my Extension?

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on the Manager under whom the extension is added. 

Step 4: Click on the arrow next to the Distribution tab at the top toolbar. 

Step 5: Click on the “Extension” tab. (All available Extensions will appear.)

Step 6: Double-click on the extension you wish to inspect. 

Note: The features in blue are active on that extension. Grey will show the features currently disabled on that extension. The number at the end indicates the 'Retention Period' on that extension.




DID Manager

Telephone Numbers

How to Request a New Number. 

Step 1: Click on the DID Manager menu item.

Step 2: Click on the Telephone Numbers sub-menu item.

Step 3: Click on the “Request New/Delete” tab.

Step 4: Fill in all the details to create a request. 



Randomised Pools

How to Add a Randomise Pool.

Step 1: Click on the DID Manager menu item.

Step 2: Click on the Randomise Pool sub-menu item.

Step 3: Click on the “Add a Randomise Pool” tab.

Step 4: Add a pool name and the numbers. 

Step 5: Click “Apply” to save the changes. 



Where to set Randomised Pools.

2 Ways: 

Method 1:Extension Manager

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the extension that you want to change.

Step 4: Click on the Details tab at the top.

Step 5: Click on the Edit Icon next to the External Caller Id on the right. 

Step 6: Set the Caller ID to Randomise.

Step 7: Click ”Apply” to save the change. 


Method 2: Campaign Manager

Step 1: Click on the Campaign Manager menu item.

Step 2: Click on the Campaigns sub-menu item.

Step 3: Click on  “Manage” on an existing campaign

Step 4: Click on “Edit Campaign”.

Step 6: Set the Caller ID to Randomise.

Step 7: Click ”Update” to save the change



Can the contact in the TMS DID Manager integrate with other platforms?

Integrate with Freshdesk?

No

 



PBX Manager


PBX Settings


How do I change my default caller ID? 

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the PBX Settings sub-menu item.

Step 4: In the very first dropdown box, select the number you would like as your Default External Caller ID.

Step 5: Uncheck the box that says Allow Personal Caller ID.

Step 6: Now click the Apply button. This change will take effect immediately.


How to Disable Personal Caller ID.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the PBX Settings sub-menu item.

Step 3: Uncheck the checkbox next to "Allow Personal Caller ID”. 

Step 4: To save the setting, click Update PBX Settings.



How to change the system voice on the PBX?

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the PBX Settings sub-menu item.

Step 3: Click on the Sound and Language Pack dropdown box and select the voice option that best suits your needs.

Step 5: Click “Update PBX Setting” to save the changes.




How to Setup Parking Lots

Step 1: Send an email to support@euphoria.co.za requesting the following:

  • The number of parking lots selected; generally, clients use around 1 (701) – 5 (705). There is a dropdown list on the TMS, under PBX Manager – PBX settings.

  • Euphoria will then add the parking lots to the requested PBX and create additional feature codes.

  • 700 - This will be the code to use to transfer callers to the parking lot.

  • 701 to 705 – These will be the parking lots. (These codes will be set up on the device)

Step 2: Log in to the device and navigate to DSSKey. After clicking on DSSKey, a page will open, providing line keys that can be edited.



How to Use Parking Lost.

To use the Parking lot (using the park feature 700), notice the parking lot lights will start flashing red. Unpark that call back click on the parking lot that’s flashing.



  • Key - The button on the phone. Generally on-screen on side cart, this can be done on expansion modules as well; click on the Ext Key option.

  • Type – What type of key/feature will be used.

  • Value – This will be the action the phone must “activate“  when pressed  

  • Line – This would be the name of the button being configured (This will display on the screen.

  • Extension – This would be the same as the Value.

  • As per the image below, notice that the correct fields have already been implemented.    (standard parking lots 701 – 705)




How to Create Pickup Groups.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the PBX Settings sub-menu item.

Step 3: Click on the “Add Pickup Groups” button. 

Step 4: Give the Pickup group a name and choose the extension that should be in the group.

Step 5: Click on “Apply” to save the Pickup group.



Queues

How to Configuration a Queue. 

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Queues sub-menu item.

Step 3: Click on “Create New Queue”.

Step 4: Create a queue name, description and decide if the queue is Inbound or outbound. 

(Please do not choose a similar name to your PBX name, this will cause the Queue not to work.)

Step 5: Fill in and decide on all basic details.

  •  Entry Conditions: Decide how many callers can be on hold and waiting for an operator at any one time. For a  small business, 20 should be fine. For a large Inbound call centre, consider 300. Set how the callers can enter the queue; by default, Windows callers enter the queue regardless of agents presence or availability.

  • Position and hold time: 

  • Periodic Announcement.

  • Connections and ring strategy.

  • Agent/Member  Settings.

  • Service Level Agreement.

  • Miscellaneous.

  • Dispositions.

Step 6: Click “Apply” to save all changes.



How to Enable Disposition for Queues.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Queues sub-menu item.

Step 3: Choose the correct queue. 

Step 4: Click on the “Dispositions”  Section to open it. 

Step 5: Tick the “enable” box.

Step 6: Click ”Apply” to save the changes. 



How to Add a Webhook.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Queues sub-menu item.

Step 3: Choose the correct queue. 

Step 4: Click on the Webhook tab.

Step 5: Click the “Add Webhook” button. (Ensure the webhook is created in the API And Integration Centre.).How to Create a Webhook.

Step 6: Choose the Correct Webhook. 

Step 7: Click ”Apply” to save the changes. 



How to add Members to a Queue.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Queues sub-menu item.

Step 3: Choose the correct queue. 

Step 4: Click on the Members tab.

Step 5: Drag available members from the “Available” column to the “Assigned” column. 

Step 6: Click “Apply” to save the changes. 



Where is the Time for a Queue Controlled? 

The Hunt list controls the timeout. When a timeout is reached, the call can be sent to an overflow queue or to a set of extensions. 



Inbound Route

How to Set Up an Inbound Route.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Inbound Routes sub-menu item.

Step 3: Click on  “Create New Action Group” - Add the name of the inbound route and a description and apply the changes.  

Step 4: Click on the down arrow next to the "Actions" tab and then on the "Add action" button to create the route. 

Step 5: Add the Type, Description, Operator, Schedule, Action and Action details to the route. 

Step 6: Add a DID to the Route.

Step 7: Click “Apply” to save the changes. 



How to add a Huntlist/IVR/ or Queue to the Inbound routes. 

Step 1: Set up the specific action as per their individual How To’s.(How to Configuration a Queue, How To Add A Hunt List, How to Add an IVR / Digital Receptionist?)

Step 2: Follow steps 1- 4 as above.

Step 3: Choose the specific action from the drop-down list in the Actions section.

Step 4: Click “Apply” to save the changes. 



How to Add a Custom Holiday Message to a Business PBX.

Method 1

Step 1: Record a message via VoIP phone by dialling *31 and following the voice prompts. Once the recording is saved, it will automatically load to the voice recordings sub-menu item in the PBX Manager.

Step 2: Log onto the TMS, go to the PBX Manager menu item. 

Step 3: Click on the Inbound Routes sub-menu item. 

Step 4: Select the correct route. Click on the down arrow next to the “Actions” tab and add a new action. This will be used for 1 Holiday message. 

4.1: Add the type(Time Based), Description (Christmas/Easter Holiday Message), Schedule (Month, date or day and times), Action (Play File and Hang Up) and Action details (Choose the recording created) to the route. 

Step 5: Click “Apply” to save the changes.

Step 6. During the holiday season, move the action to the top of the list so that the dialer knows which route to follow. At the end of the season, the dialplan will ship this action if the dates are set up correctly. 

Step 7: Assign the DID’s to the Action group if this has not already been done and click ”Apply” to save the changes. 

Note: This route does not need to be adjusted unless a new DID needs to be added or the holiday times need to be adjusted. 


Method 2: 

When a large amount of DID’s need to be added to a Holiday message, the best option would be to create a new action group and add the DID’s to this group for the season. It is important to remember to remove the DID’s at the end of the season and add them back to their usual routes. 



How to adjust/Change an Inbound Route.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Inbound Routes sub-menu item.

Step 3: Click on the action group you want to change. 

Step 4: Click on the edit icon on the action within the action group or add an action to the action group.

4.1: To add an action click on the down arrow next to the "Actions" tab. Click on "Add Actions"

Step 5: Move the actions into the correct order to allow the dialer to follow the required route. (This is done with a drag and drop motion)

Step 6: Click “Apply” to save the changes.  

.  

  




Pause Codes 

How to set up Pause Codes.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Pause Codes sub-menu item.

Step 3: Click on the “Add Pause Code” tab.

Step 4: Create a pause reason, code, threshold, and enable productivity if needed. 

Step 5: Click “ Apply” to save the pause code.  



Feature Codes

Can I change Feature codes?

No - Feature codes are preset key sequences and special numbers you can type into your touch-tone keypad.


Where to get a Professionally Recorded IVR Message Created?

Contact your sales executive at Euphoria, who will advise you on the available packages.



IVR Menus

How to Add a Recording via Your Phone.

Step 1: Dial *31 from your phone.

Step 2: Follow the voice prompt and record the message. (This recording will now automatically be uploaded to your Media Manager in the TMS, where it can be assigned to where you want it to be. Take note of the time and date you do the recording, as the recording will be named with a time and date stamp.)



How to Add an IVR / Digital Receptionist?

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the IVR sub-menu item.

Step 3: Click Add IVR Menu.

Step 4: Create the IVR name, menu settings as well as menu actions. (Do not name the IVR anything like the PBX name, as this will cause the IVR not to work. Example of a good IVR name: "Inbound" or "Primary".)

Step 5: Assign buttons to do specific actions. For example, if the caller presses 1, they will be sent to an admin hunt list in which only admin staff's phones are going to ring. 

Step 6: Save the IVR.



Voice Recordings

On Which Website can I find Music for my Telephone Recording?

The website is http://freeplaymusic.com.



Hunt Lists

How To Add A Hunt List.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Hunt Lists sub-menu item.

Step 3: Click on the “Add Hunt List” button top right.

Step 4: Give the Hunt List a name and a description.

Step 5: Click on Add Announcement if no IVR’s are set up. (The announcement can be 1 second of                      silence or a pre-recorded welcome message.)

Step 6: Click on Add Ring Group:

Step 7: In "Extensions to ring", click the "+Add" button to select the correct extension for an incoming call. Select the extension with the drop-down arrow, click the Add button to add the extension.

Step 8: Select the number of seconds you would like the call to ring at your selected extension.

Step 9: Add as many ring groups as the Hunt List requires and ensure the hunt list follows the correct route by moving the ring group up or down to correct the sequence. 

Step 10: Click “Apply” to save the Hunt List. 



How To Make Multiple Extensions Ring At The Same Time.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Hunt Lists sub-menu item.

Step 3: Click on the “Add Hunt List” button top right or Edit an existing Hunt List.

Step 4: Give the Hunt List a name and a description (If it is a new Hunt List)

Step 5: Create a ring group or go to the existing ring group. 

Step 6:  Click on “Add” on the "Extensions to ring", select the extension and click add. This will add the extension directly next to the first one.

Step 7: Repeat step 6 to add more extensions. Once all your extensions are added, click on "Apply”.



Conference Rooms

How to Set up a Conference Room.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Conference Rooms sub-menu item.

Step 3: Click on the” Add Permanent Conference” button. 

Step 4: Add the Description, a pin if needed and enable any of the options required. 

Step 5: Click on “Apply” to save changes and create the virtual conference room.



How to join a conference room? 

Method 1:  Using the *63 feature code.

Step 1: Use any phone and dial *63, then follow the voice prompts. 

Step 2: Enter the room number created when asked for it. 


Method 2: Pointing a DID (number) to the conference.

Step 1: Route a number that is on the PBX to point to the *63 or custom feature code which is linked to the conference.

  • Pointing the number to *63 – The caller would be asked to specify the conference room number.

  • Pointing to the custom feature code linked to the conference room (i.e. 600) – Call will be routed directly into the conference room.


Method 3: Using an IVR to go to the conference.

  • Point the IVR to the conference room.

Dial the feature code directly from the IVR menu.


Method 4: Transferring callers to the conference.

  • Transfer a caller into the conference the same way as transferring a regular extension.



Mailboxes

How to Set Up and Activate Hot Desking.

Step 1: Click on the PBX Manager menu item.

Step 2: Click on the Mailboxes sub-menu item.

Step 3: Click on the “Add Mailbox”.

Step 4: Fill in the Mailbox Number and PIN, which will be your username and password.

Step 5: Click on the Extension Manager Menu Item.

Step 6: Click on the Extension submenu.

Step 7: Select the extension that you want to change.

Step 8: Click on the Details tab at the top.

Step 9 Scroll down to the Hot Desking Checkbox and enable Hot Desking. 

Step 10: Click on “Apply” to save the changes. 

Note: Do not make the mailbox username the same as an extension number.



Extension Manager


Extensions

How to Create an Extension in the TMS for Pre-Paid Users.

Step 1: Click on the TMS User menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Click on, "Create Extension". 

Step 4: To create a new Extension, choose a type from the drop-down.

Step 5: Give the new extension a name and a number. (We suggest that this should follow the last created extension.)

Step 6: Click on the "Add Extension" button, to save it.

Note: As this account is Prepaid, the item will not be activated until the pro-rata invoice is settled.


How to Create an Extension in the TMS for Post-Paid Users

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on “Create Extension”.

Step 4: Select an extension type.

Step 5: Give the extension a number - This should follow the previously created number. 

Step 6: Click” Add Extension” to save the extension. 

Note: A notification will open to inform you that the extension will be added to your next billing run.



Can an Extension Number be Chosen?

Yes, the manager can choose the extension number.  



How to Create a New Extension.

Step 1: Click on the TMS User menu item.

Step 2: Click on the Manager sub-menu item.

Step 3: Click on “Create Extension”.

Step 4: Select an extension type.

Step 5: Give the extension a number - This should follow the previously created number. 

Step 6: Click” Add Extension” to save the extension. 

Step 7: On a prepaid account, Pay for the extension to activate it. 

7.1:  Click on the Billing & Accounts menu item.

7.2: Click on the Orders sub-menu item.

7.3: Pay the Pro Rata invoice. 


Details Tab

Enabling the API on an Extension.

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extensionsub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Details tab at the top. Scroll down to the “Integration” section.

Step 5: Enable the API Integration.

Step 6: Click Apply to save the changes. 


How to Provision a Device to an Extension

Step 1: Log into the Yealink RPS server, https://rps.yealink.com and add the device to be provisioned.

Step 2: Log in to the TMS, navigate to the Extension Manager menu Item. 

Step 3:  Click on the Extension sub-menu item.

Step 4:  Select the correct extension.

Step 5:Click on the Details tab at the top. Scroll down to the “Provision Settings”. Fill in the details of the Phone. 

5.1: To add in the Phone mac address, look on the back of the device.

5.2: Specify an IP to use static IP's. This must coincide with the same subnet as stipulated in the config file. 

Step 6: Click ”Apply” to save the changes.

Step 7: Plug the phone in, and it will auto-provision.



How to Set Up/Remove Pin Dialing.

Step 1: Click on the Extension Manager Menu Item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Details tab at the top.

Step 5: Scroll down to the “Pin to Dial” box and add a pin or remove the pin.  

Step 6: Click on “Apply” to save the changes. 



How to Get Sip Credentials.

Step 1: Click on the Extension Manager Menu Item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Details tab at the top.

Step 5.: Click on the Sip Password “Send Password” button.

Step 6: Click on the “Send Auth Key” Button to view the SIP Password. (This will be sent to the email address in the “Administrator Email” line.

Step 7:  Paste the Authorization Key in the Authorization Key field and click “Show Password.



How to Set the Audio CODEC to G729AB. 

Step 1: Log in to the IP address of the Fanvil; this address can be found by pressing the “OK” button.

Step 2: Select the SIP Tab.

Step 3: Click on the line sub-menu.

Step 4: Click the 'Codec Settings' drop-down menu.

Step 5: Ensure that G729AB is the only codec in the 'Enabled Codecs' block.

Step 6: Click Apply for the changes to take effect.


On Enabled Features, What does the Standard 182 Mean?

This indicates the retention period available on the extension.



Voicemail Tab

How do I Access my Voicemail?

Access to voicemail is activated by pressing *85 on your phone. When prompted for the password, please enter your extension number and the # key.



What is My Voicemail Password?

Your voicemail password is, by default, the same as your extension number. Your PBX administrator can change this.



How do I Change My Voicemail-to-Email Address?

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Voicemail tab at the top.



How to Deactivate Voicemail on My Extension?

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Voicemail tab at the top.

Step 5: Change the mailbox button from enabled to disabled.



Options Tab

How to Set Up the Callback Feature for Extensions.

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Options tab at the top.

Step 5: Ensure Call forwarding is disabled.

Step 6: Ensure Call waiting is disabled.

Step 7: Ensure a busy message is recorded via the *85 feature code.

  • You need to be on a call for this feature to work (It does not work for no answer, only busy)

  • Once all these conditions have been met, dial the extension. If they are on a call can dial "0".


Why Can an Extension Make a Call But Not Receive a Call?

  • Do Not Disturb (DND) could be active on the handset. Disable DND

  • A Forward could be active on the handset. Disable all Call Forwards




Why and How to Set Up the Callback Feature (On PBX)

Creating this will allow the cost of the call to be on by the Euphoria PBX rather than the users’ cell phone airtime.

  • Send in a request to support@euphoria.co.za to set up a feature code for “Call Back”, please provide us with the code you would like to use. (This cannot be in the same range as your extensions)

  • Confirm the number you want this facility to be set on. Keeping in mind that this number would be dedicated to the callback feature.

Euphoria will use an extension that is not on the PBX to create the callback. This option does not allow for recordings and will use the PBX’s default caller ID. 



How to Set Up an Extension for Cellular Features. 

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Options tab at the top.

Step 5: Under Call forwarding, set the extension with the following rules:

  • Tick the “find me/follow me” checkbox.

  • Tick the “Call Forwarding on Busy” checkbox.

  • Add the number you wish to forward the call to (the employees mobile number)




Registration Tab

Why am I Online, But shown as Offline?

This will happen when you are using an additional registration and not your primary registration. It will show as offline as that is the status of your Primary Registration. 



How to View the Online Status of an Additional Registration

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Registration tab at the top.



Where can I Find the Details Needed to Register an Extension?

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click the button that says "Send Password". A dialogue box will appear with all the required details: 

Step 5: Add the SIP Credentials  How to Get Sip Credentials. (The  SIP Username can be found next to the 'Full Name' field, which should be displayed as the following naming scheme 100-TestAcc.)

Step 6: Retrieve the PBX server

6.1: Click on the PMX Manager 

6.2: Click on the PBX Settings sub-menu item.

6.3: View the SIP Server, which will be displayed next to 'Hostname'.



How to Add an Additional Registration for Extensions

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Registration tab at the top.

Step 5: Click on the “Add Registration” button

Step 6: Fill in the details 

Step 7: Click “Apply” to save the registration. 

Step 8: Tick the 'Ring Inbound' option, which will allow your extension and registration to ring.

Note: You may only have up to 2 registrations, and it is recommended to use the following naming scheme'RickCell' or 'RickDeskPhone'. This consists of the person's name and device being used.



Agents Tab

How to Enable an Extension as an Agent. 

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Agent tab at the top.

Step 5: Click on the “Enable Agent configurations” button. This will open the agent configurations. 

Step 6: Fill in, enable and tick all the features that are needed for the agent. 

Step 7: Click “Apply” to save the configuration.



How to Disable the Transfer for Agents

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Extension sub-menu item.

Step 3: Select the correct extension.

Step 4: Click on the Agent tab at the top.

Step 5: Untick the box next to “Allow Call Transfer”

Step 6: Click “Apply” to save the configuration.




Groups

How to Create an Extension Group. 

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Groups sub-menu item.

Step 3: Click on the “Add Group” button. 

Step 4: Give the group a name. 

Step 5: Click “Ok” to save the group name. 



How to Add Extensions to a Group.

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Groups sub-menu item.

Step 3: Click on the Assignment icon.

Step 4: Drag the required extension from the “Extensions Available” column to the “Extensions Assigned” column. 




Provisioning

How to Create a Provisioning Template. 

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Provisioning sub-menu item.

Step 3: Click on the “Add Phone Template” button. 

Step 4: Fill in phone details. 

Step 5: Click “Apply” to save the Phone template. 



Call Detail Recordings

Do CDR’s Include Recordings from Previous TMS Versions?

Yes


How to search for CDR’s (Call Detail Records)

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Call Detail Record sub-menu item.

Step 3: Add the filter options and click on display.



Call Recordings

Which Calls are Recorded?

  • Euphoria charges for Call Recording on a per extension level. Any call received by an extension or made by an extension with Call Recording active will record that call. 

  • Call Forwards to external numbers added to hunt lists or IVR menus will not record a call; unless the call is directed to an extension, and in turn, the extension forwards the call onto the external number.




How to Search, Listen and Download a Call Recording.

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Call Recordings sub-menu item.

Step 3: Add the filter options and click on display.

Step 4: Play the recording by clicking the “Play” icon next to the recording 

Step 5: Download the recording by clicking on the cloud icon next to the recording

Note: When searching for a number, do not use the leading 0, as the standard for a CallerID is the full.

International number i.e. +27821233459 and NOT 0821233459.



Call Backs

Can Callbacks be Created for Groups? 

No - Callbacks are per extension user. 



How to Use Call Backs.

Step 1: Click on the Extension Manager menu item.

Step 2: Click on the Callbacks sub-menu item.

Step 3: Click on the “Add Callback” button. 

Step 4: Fill in the required information. 

Step 5: Click “Apply” to save the callback.  

Note: Callbacks initiate with a hangup event. For example, if a callback is scheduled for 14:30, the callback will only initiate once the agent ends another call after 14:30.




Contact Manager


Contacts

How to Set Up the Remote Directory Feature.

Step 1: Locate the provisioning URL.

1.1: Log into the Euphoria TMS.

1.2: Click on the Contact Manager menu item.

1.3: Click on the Contacts sub-menu item.

1.4: Click on the “Provisioning Key” button.

Provision Key URL, e.g.https://yealink.euphoria.co.za/xxxxxxxx/Contactxxxxxxml

1.5: Copy the Provision Key URL.

Step 2: Paste the copied URL in the Remote Directory field.

2.1: Log into the desk phone(Yealink device)  by inserting the IP address in a web browser.

Note: To log into the device, the user will need the IP address (refer to the devices configuration manual)

2.2:  Click on the ‘Directory’ tab seen below.

2.3: Click on the ‘Remote Phone Book’ menu.

2.4: Paste the Provision Key URL copied from the TMS.

Step 3: View the remote directory on the Yealink device.

    3.1: Select ‘Menu’.

3.2: Select ‘Directory’ from the list of options.

3.3: Select ‘Remote Directory.




Campaign Manager

How to Create a Campaign.

Step 1: Click on the Campaign Manager menu item.

Step 2: Click on the Campaigns sub-menu item.

Step 3: Click on “ Add Campaign”.

Step 4: Add all necessary information to create the campaign parameters. 

Step 5: Click Submit to save changes made.



How to Enable Dispositions for a Campaign.

Note: Each Campaign will have its own dispositions. 

Step 1: Click on the Campaign Manager menu item.

Step 2: Click on the Campaigns sub-menu item.

Step 3: Click on “Add Campaign” or “Manage” on an existing campaign.

Step 4.1: On a new campaign, scroll Down and Add the dispositions needed in the 4 categories. 

Step 4.2: On an existing campaign, click on Edit Campaign, then Scroll Down and Add the dispositions needed in the 4 categories. 

Step 5: Click Submit to save changes made. 



How to Manage a Campaign.

Step 1: Click on the Campaign Manager menu item.

Step 2: Click on the Campaigns sub-menu item.

Step 3:  Click on “Manage” on an existing campaign.

Step 4: From here, add agents and lists to the campaign. Add webhooks to the account and edit the campaign details. 



How to Create a Script to the Campaign. 

Step 1: Click on the Campaign Manager menu item.

Step 2: Click on the Campaigns sub-menu item.

Step 3:  Click on “Manage” on an existing campaign.

Step 4: In the “Default Script” section, add the campaign script. 



How to Add Agents to the Campaign. 

Step 1: Click on the Campaign Manager menu item.

Step 2: Click on the Campaigns sub-menu item.

Step 3:  Click on “Manage” on an existing campaign.

Step 4: Under “Default Script” in the agents’ section, add the campaign agents here. 



If Agents are Added to a Campaign, are the Same Agents Added to a List on Creation?

Yes, Unless agents are added to a list specifically, the campaign agents will be dialled.  



How to Assign a List to a Campaign. 

Step 1: Click on the Campaign Manager menu item.

Step 2: Click on the Campaigns sub-menu item.

Step 3:  Click on “Manage” on an existing campaign.

Step 4: Scroll down to lists and click on “Add List”

Step 5: Give the list a name and decide on a target. Give the List a script or leave it on default to use the campaign script. 

Step 6: Drop the CSV list in the allocated space.

Step 7: Click apply to save the list. 



Where to Customize a Script? 

A custom script can be added when creating a list as above OR:

Step 1: Click on the Campaign Manager menu item.

Step 2: Click on the Campaigns sub-menu item.

Step 3: Click on “Manage” on an existing campaign.

Step 4: Scroll down to lists and click on the edit icon.

Step 5: Add a Custom Script to the list.

Step 6: Click on “Apply” to save the changes. 




Call History

How to View an Outbound Cost Analysis Report.

Step 1: Click on the Call History menu item.

Step 2: Click on the Outbound Cost Analysis sub-menu item.

Step 3: Add the date range and click on display.



How to View an Outbound Call History Report.

Step 1: Click on the Call History menu item.

Step 2: Click on the Outbound Call history sub-menu item.

Step 3: Add the filter options and click on display and export if needed. 

 


How to View an Incoming Call Analysis Report.

Step 1: Click on the Call History menu item.

Step 2: Click on the Incoming Call Analysis sub-menu item.

Step 3: Add the date range and click on display.



How to view an Incoming Call History Report.

Step 1: Click on the Call History menu item.

Step 2: Click on the Incoming Call history sub-menu item.

Step 3: Add the filter options and click on display and export if needed. 




Analytics

Agent Analytics

How to View ALL Agent Analytics.

Step 1: Click on the Analytics menu item.

Step 2: Click on the Agent Analytics sub-menu item.

Step 3: Add the date range and click on display and export if needed. (When a particular day is chosen, a specific time can be added as well.)



How to View Individual Agents Analytics.

Step 1: Click on the Analytics menu item.

Step 2: Click on the Agent Analytics sub-menu item.

Step 3: Add the date range and click on display. (When a particular day is chosen, a specific time can be added as well.)

Step 4: Click on the agent whose analytics you want to view. 

Step 5: Add the date range and click on display.

Step 6: Click on any of the dates or numbers that highlight blue when you hover over them to get an analysis of that specific detail.  



Queue Analytics

How to View ALL Queue Analytics.

Step 1: Click on the Analytics menu item.

Step 2: Click on the Queue Analytics sub-menu item.

Step 3: Add the date range, Queue Type and/or filter by Queue and click on display and export if needed. (When a particular day is chosen, a specific time can be added as well.)



How to View Individual Queue Analytics.

Step 1: Click on the Analytics menu item.

Step 2: Click on the Queue Analytics sub-menu item.

Step 3:Add the date range, Queue Type and/or filter by Queue and click on display. (When a particular day is chosen, a specific time can be added as well.)

Step 4: Click on the queue you want to view. 

Step 5: Add the date range and click on display. (When a particular day is chosen, a specific time can be added as well.)

Step 6: Click on any of the dates or numbers that highlight blue when you hover over them to get an analysis of that specific Queue call log.  Or click on the  “Open Queue Logs” button.

Step 7:  Change the search options on the Queue Call Logs page to see information on a specified date, queue, disposition or extension. (When a particular day is chosen, a specific time can be added as well.)

Step 8: Click the “Play” button next to any of the calls to listen to the recording. 

Step 9: Click the “+” in front of a call to open the call path. 



How to use the Queue Analytics to trace Inbound/Outbound calls

Step 1:  Click on the Analytics menu.

Step 2: Click on the Queue Analytics Sub-menu.

Step 3: Select the queue that the call was received from or made via.

Step 4:  Select the number under 'Total Calls'. 

Step 5: From here, you may search for the call you would like to view via the 'Search' field.



Inbound Analytics

How to View Inbound Analytics.

Step 1: Click on the Analytics menu item.

Step 2: Click on the Inbound Analytics sub-menu item.

Step 3: Add the date range and click display. (When a particular day is chosen, a specific time can be added as well.)

Step 4: Click on any of the dates or numbers that highlight blue when you hover over them to get an analysis on that specific Inbound call log.  Or click on the  “Open Call Logs” button.

Step 5:  Change the search options on the Inbound Call Logs page to see information on a specified date and the “Filter by” option.

Step 6: Click the Play button next to any of the calls to listen to the recording. 

Step 7: Click the + in front of a call to open the call path. 



Campaign Analytics

How to View Campaign Analytics.

Step 1: Click on the Analytics menu item.

Step 2: Click on the Campaign Analytics sub-menu item.

Step 3: Add the date range and click display. 

Step 4: Click on the campaign you want to view or any of the numbers that highlight blue when you hover over them to get an analysis of that specific section of the campaign.

 

Automated reporting

How to Set Up Automated Reporting.

Note: Automated Reporting can only be done on a manager account

Step 1: Click on the Analytics menu item.

Step 2: Click on the Automated Reporting sub-menu item.

Step 3: Click on the “Add Report” button. 

Step 4: Fill in Report requirements. 

Step 5: Click on the “Advance Settings” button. (This is needed for the frequency details.)

Step 6: Click “Apply” to save the report.




What are the SFTP Details?

The SFTP  server is a file server a client sets up on their side to receive reports.



How to Add SFTP Details for Automated Reports.

Step 1: Click on the Analytics menu item.

Step 2: Click on the Automated Reporting sub-menu item.

Step 3: Click on the “+SFTP Details” button. 

Step 4: Fill in all the requirements.

Step 5: Click “Apply” to save the report.




Realtime Monitor

How to View Realtime Calls, Extensions, Queues, Campaigns, Dialer Status, Conferences, Agents. 

Step 1: Click on the Realtime Monitor menu item.

Step 2: Click on the correct sub-menu item.

Note: All current live actions will show in the chosen sub-menu item. 




Dialing Restrictions

Country Lists

How to Enable International Dialling on your PBX.

Step 1: Click on the Dialing Restrictions menu item.

Step 2: Click on the Country Lists sub-menu item.

Step 3: Open the correct list, choose the Zone, and Enable a destination by clicking the checkbox to its left. Click Apply to save the changes. 

Step 4: Enable international dialling on a per extension level.

4.1: Click on the Extension Manager menu item.

4.2: Click On extensions.

4.3. Choose the extension international dialling should be enabled on.

4.4: Choose the Details tab and scroll down to “Outbound Dialling Restrictions. 

4.5: Tick the international destinations box. 

Note: The section above refers to hard limits set by Euphoria on your PBX and can only be changed by a Euphoria technician. The settings should be suitable for most customers, but if you have special requirements and need these changes, please let us know.



Allow Lists

How to Create an Allow List. 

Step 1: Click on the Dialing Restrictions menu item.

Step 2: Click on the Allow List sub-menu item.

Step 3: Click on the “Add Allow List Item” button

Step 4: Add the number that needs to be allowed. 

Step 5: Click “OK” to save the number.



How to import an Allow list. 

Step 1: Click on the Dialing Restrictions menu item.

Step 2: Click on the Allow List sub-menu item.

Step 3: Click on the “Import Items” button.

Step 4: Choose the lists you want to import

Step 5: Click “Apply” to save the list. 



How to Edit/Delete an Allow List.

Step 1: Click on the Dialing Restrictions menu item.

Step 2: Click on the Allow List sub-menu item.

Step 3: Click the “Edit” or “Delete” button next to the List you wish to edit or delete.

 


Block Lists

How to Create a Block List. 

Step 1: Click on the Dialing Restrictions menu item.

Step 2: Click on the Block List sub-menu item.

Step 3: Click on the “Add Block List Item” button

Step 4: Add the number that needs to be allowed. 

Step 5: Click “OK” to save the number.



How to import a Block List. 

Step 1: Click on the Dialing Restrictions menu item.

Step 2: Click on the Block List sub-menu item.

Step 3: Click on the “Import Items” button.

Step 4: Choose the lists you want to import

Step 5: Click “Apply” to save the list. 



How to Edit/Delete a Block List. 

Step 1: Click on the Dialing Restrictions menu item.

Step 2: Click on the Block List sub-menu item.

Step 3: Click the “Edit” or “Delete” button next to the List you wish to edit or delete. 



How do I Block All Cell Phone Numbers from being Called?

Step 1: Click on the Dialing Restrictions menu item.

Step 2: Click on the Block List sub-menu item.

Step 3: Click on the “Add Block List Item” button.

Step 4: In the field available, use the prefix followed by a * to block all numbers in that range.

 For example, to block all 082 numbers, you may dial 082*

Step 5: Click “Apply” to save.



API & Integration

Integration Center

How to Create an Integration Group.

Step 1: Click on the API & Integration Center menu item.

Step 2: Click on the Integration Center sub-menu item.

Step 3: Click on the “Add New” button. 

Step 4: Give the integration group a name and choose an Authentication Type.

Step 5: Fill in the details of the Authentication Type

Step 6: Click “Save” to save the group.


How to Create a Webhook.

Step 1: Click on the API & Integration Center menu item.

Step 2: Click on the Integration Center sub-menu item.

Step 3: Choose the correct Integration group.

Step 4: Click on the down arrow next to the “Actions” tab. 

Step 5: Click on the “Add Webhook” button. 

Step 6: Fille in the Webhook details.

Step 7: Click the “Test and Configure” button, (Often, the result may contain many fields that are not essential to the current objective; by selecting checkboxes at the head of each column, the view presented to the agent can be configured.)

Step 8: Click “Save” to save the webhook. 



Can a webhook be activated during a call?

Yes, it can; there is an 'In Call (button)' option when adding webhooks in the queue.



API Manager

How to Set Up an API Key.

Step 1: Click on the API & Integration Center menu item.

Step 2: Click on the API Manager sub-menu item.

Step 3: Click on the “Add API Key” button. 

Step 4: Give the API Key a name. 

Step 5: Click “Apply” to save the key name.




Downloads & Tools

Windows Applications

Euphoria Advanced Softphone 

How to Install and Set Up the Euphoria Advanced Softphone 1.2.6 (Previously Agent Manager)

Step 1: Go to the TMS URL: https://tms.euphoria.co.za/  

Step 2: Choose the correct account.

Step 3: Click on the Downloads & Tools menu item.

Step 4: Click on the Windows Applications sub-menu item

Step 5:Click the download button next to the Euphoria Advanced Softphone name to download the file to your computer. 

Step 6: Run the setup application.

Step 7: Enter the login credentials. A Euphoria representative will send the login email and password credentials.

Step 8: Click More Setting.

Step 9: Select the correct options under the General Settings category.

Step 10: Click the Apply button.

Step 11: The extension will now be Initialized but not registered as yet.

Step 12 Click on the cog next to the dial pad, navigate to Select Account and choose the extension attached to the login.

Note: The first time you run the application, you will need to enter the API details and the user's TMS details. 



How to Run the Euphoria Advanced Softphone 1.2.6 (Previously Agent Manager)

Step 1:Open the Euphoria Advance Softphone.

Step 2: Use the TMS Login details and click apply.

Step 3: The Softphone open op and show “Initialized “. you can choose which extension to run if you have more than one.

3.1: Click on the Settings wheel. 

3.2: Click on “Select account ‘’ then select the extension.

After selecting the correct registration, the extension should now be online and make/receive calls.



How to get the  Euphoria Advanced Softphone to Ring with One Device while using Another Device for the Conversation.

Step 1: Change the default audio device. This will need to be done on your Laptop or PC.

1.1: Click on Start > Control Panel > Sound.

1.2: Open Sound and then Control Panel, where you will find a list of sounds devices.

1.3: Change the default device to Speakers This is done by selecting it and clicking the Set

Default button. The green tick will now be on the Speakers. 

Step 2: Open the Euphoria Soft-phone, go to:

2.1: Phone > Phone Settings, and you will see Speaker / Headset, where the same list of devices is listed, this time select Headphones.

2.2: Test your configuration, and adjust the audio levels to suit your needs.



How to make Calls on the Euphoria Advanced Softphone: (Previously Agent Manager)

Step 1: Click on the dial pad next to the settings icon.

Step 2: Add the number you wish to dial. 

Step 3: Click on the green call button. 



How to Receive Calls on the Euphoria Advanced Softphone: (Previously Agent Manager)

When the phone rings, double click on the green bar.



How to do a Transfer  on the Euphoria Advanced Softphone: (Previously Agent Manager)

Once on a call, you can push the transfer button, which is the green call button with the blue arrow. 

  • Transfer to another extension by selecting “to extension” from the dropdown.

  • Transfer to external numbers by selecting “to external” and entering the number.



Sync Contacts From Microsoft Outlook to the Euphoria Advanced Softphone: (Previously Agent Manager)

Step 1: Open the application.

Step 2: If you would like to dial out through your physical desk phone:

2.1: Click on the "View" tab at the top left corner, and select "Hide phone". 

2.2: Click on the "Contacts" tab and then on “Contact Settings”.

2.3: On the pop-up screen, tick the box to enable the Microsoft Outlook Sync. 

2.4: Click the Test button. If you are satisfied with the results, you can proceed to click OK.

2.5: Close the Address Book Settings. Go back to the Contact tab, click on "Sync Contacts Now."

2.6: Verify the contacts sync  - The contacts which the Outlook account has synced will have an Outlook icon next to them.

2.7: Right-click on any synced number and click Dial-number. Select the number to dial, and it will ring on your desk phone. 



Sync Contacts From Microsoft Excel to the Euphoria Advanced Softphone: (Previously Agent Manager)

Step 1: Open the application.

Step 2:  Create an  Excel Spreadsheet with the below format in TEXT format. (Do so by selecting the entire workbook,  right-click on the mouse and scroll to "format cells".)


Contact Name

Company Name

Contact No. 1

Contact No. 2

Contact No. 3

Contact No. 4

Shared

The "Shared" column refers to the contact being shared in the entire organisation. To share the contact, type "Yes". If you would like to keep a contact private, type "No". Make sure to save the Spreadsheet as an "Excel Workbook". 


Step 3: Navigate back to the Softphone.

Step 4: If you would like to dial out through your physical desk phone:

4.1: Click on the "View" tab at the top left corner, and select "Hide phone". 

4.2: Click on the "Contacts" tab and then on “Contact Settings”.

4.3: On the pop-up screen, tick the box to enable the CSV/Excel file Sync. 

4.4: Click on the folder icon to browse for the Excel Spreadsheet created.

4.5: Click the Test button. If you are satisfied with the results, you can proceed to click OK.

4.6: Close the Address Book Settings. Go back to the Contact tab, click on "Sync Contacts Now".


 

How to make a call on hold in the Euphoria Advanced Softphone (Agent Manager)? 

Call initiation can be done by using the built-in number pad or simply by typing the number on the keyboard in the number field.



How to place a call on hold in the Euphoria Advanced Softphone (Agent Manager)? 

Press the green button to place a customer on hold and press it again to retrieve the call.



How to Transfer Calls in the Euphoria Advanced Softphone (Agent Manager)? 

Unattended Transfer

Step 1: Answer the call.

Step 2: Push transfer on the phone  (this puts the caller on hold).

Step 3: Dial the extension you wish to transfer to and push transfer again. 


Attended Transfer

Step 1: Answer the call.

Step 2: Push transfer on the phone  (this puts the caller on hold).

Step 3: Dial the extension you wish to transfer and push the # (send key); the person you are transferring to will answer the phone. You can then ask them if they wish to take the call; once ready, you push transfer again. 



How to hang up a call in the Euphoria Advanced Softphone (Agent Manager)? 

Press the hang-up button press this to terminate a call.



Softphone gets a "Could not Load File or Assembly" Error.

The phone did not download the update correctly; This is most likely due to access rights set up on the PC. If this happens in the future, navigate to C:\Users\XXXXXXXX\AppData\Local\Euphoria\Application\2.0.0.x. where XXXXXXXX is the users’ name that is logged on to that PC. and the 2.0.0.x is the last version that the softphone tried to update to. Simply delete that folder 2.0.0.x and then restart the softphone; it will then re-update and get the correct new version.

 

If you can't see the AppData folder, then you have to activate view hidden files. You do this by clicking on Organize in the windows explorer once you have navigated to the users’ name. Then click on the "folder and search options", select the "View" tab and tick the radio button that says "Show hidden files, folders, and drives".  Now you will see that the AppData folder is now visible in the Users\XXXXX folder.



Development Tools

See How to install the API Adapter 

Step 1: Log in to the TMS.

Step 2: Click on the Downloads & Tools menu item.

Step 3: Click on the Development Tools sub-menu item.

Step 4: Click the download button next to the API Adapter.

Step 5: Run the install file and complete the installation.

Step 6: Run the API adapter (If there is no shortcut created on your desktop, you can search for it by pressing the Windows button on your keyboard and searching for “API adapter”.)

Step 7: Install the adapter service as it’s not running yet due to the fields being empty:

Step 8: The service status field now states that the service has been stopped. To start the service, just click on the start button.

 


Browser Plugins

How to add Click to Dial.

Step 1: Ensure the API Adapter is installed  - See How to install the API Adapter 

        1.1: Log in to the TMS.

1.2: Click on the API & Integration menu item.

1.3: Click on the API Manager sub-menu item.

1.4: Click on “Add API Key.”

1.5: Enter a friendly name for your API key and click “Apply” to save the changes. 

1.6: Enable the API key on the extension that requires the feature.

Step 2: Click on the Downloads & Tools menu item.

Step 3: Click on the Browser Plugins submenu.

Step 4: Click the download button next to the Euphoria Dialer and the Euphoria Menu.

Step 5:  Add the extensions/plugins to Chrome.

(We recommend using Google Chrome browser as the integration works best on this browser.)

Step 6: After clicking add to Chrome, the browser should confirm before downloading the plugin. (The same goes for the Euphoria menu.)



Mobile Applications

What are Cellular Features on a PBX?

This means that users can configure their extensions from the PBX settings to direct calls to a mobile phone by configuring the PBX and the extension settings from the TMS.

 

Setting up cellular features involves setting up each mobile extension and creating ring groups on the PBX. The PBX automatically registers that the inbound call is directed to a mobile extension and sends the call over the GSM network, instead of an internet connection, in real-time. Mobile employees can be unchained from their desks and still benefit from IVR's automated messages, blind transfers and attended transfers.



How to Set Up the TMS on a Mobile Phone.

Step 1: Ensure the extension has a TMS account. (See how to set up a TMS Login Account.)

Step 2: Create an additional registration so that the desk phone and the softphone do not clash. (See how to set up additional registration here.)

Step 3: On your Cell Phone, go to the Google Play Store (IOS / Android) and download the Euphoria softphone and TMS.

Step 4: Open the Application and Log in to TMS with your account details and password.

Step 5: Choose the correct account. The phone will download the necessary files and prompt for permissions. Allow all permissions so that the application will run smoothly.



How to Log Out of the TMS on a Mobile Phone.

Step 1: Click on the elips to open settings. 

Step 2: Click on Reset Application.  



How to transfer calls in the TMS on a Mobile Phone? 

Unattended Transfer.

Step 1:  Answer the call.

Step 2: Push transfer on the phone. (This puts the caller on hold.)

Step 3: Dial the extension you wish to transfer to and push transfer again. 


Attended Transfer.

Step 1:  Answer the call.

Step 2: Push transfer on the phone. (This puts the caller on hold.)

Step 3: Dial the extension you wish to transfer and push the # (send key); the person you are transferring to will answer the phone. You can then ask them if they wish to take the call; once ready, you push transfer again. 



Enabling the TMS Bluetooth Headset on a Mobile Phone.

Step 1: Click on the settings ellipsis.

Step 2: Click on Preferences.

Step 3: Click on Sound.

Step 4: Tap support Bluetooth.



How to Set Up the TMS Call Forwarding on a Mobile Phone.

Step 1: Click on the settings ellipsis.

Step 2: Click on Preferences.

Step 3: Click Call Forwarding.

Step 4: Enable Call forwarding by tapping the button and enter the number of calls that need to be forwarded.




Help and Support

How to Create a Ticket when you have a Query.

Step 1: Click on the Help & Support menu item in the TMS.

Step 2: Click on the Help & Support sub-menu item.

Step 3: Click on the “View Forum” button. (This will open the support portal - in this case, Freshdesk.) 

Step 4: Click on “New Support Ticket” to create a query and follow the steps. 



How to Log a Query with Euphoria Directly.

Email  support@euphoria.co.za. 



How to check the status of an existing Query? 

Step 1: Click on the Help & Support menu item in the TMS.

Step 2: Click on the Help & Support sub-menu item.

Step 3: Click on the “View Forum” button. (This will open the support portal - in this case, Freshdesk.) 

Step 4: Click on “CheckTicket Status” to view all open tickets. 



Where to Find All Training Materials? 

Step 1: Click on the Help & Support menu item in the TMS.

Step 2: Click on the Help & Support sub-menu item.

Step 3: Click on the “View Forum” button. (This will open the support portal - in this case, Freshdesk.) 

Step 4: Click on the “Solutions” option at the top of the screen.



Call Diagnostics

How to troubleshoot a contact number. 

Step 1: Click on the Help & Support menu item.

Step 2: Click on the Call Diagnostics sub-menu item.

Step 3: Troubleshoot a number or extension.

3.1: Enter the number and click “Display”.

3.2 Click the “Options” button, enter the extension and click “Display.”




Extension Level Menu Items:

Browser Phone(Applications) 

Setup of the Browser Phone.

Step 1: Let Euphoria support know if you are setting up the browser phone to enable the applicable audio codec.

Step 2: Create an additional registration how to Add an Additional Registration for an Extension.  

Step 3: Ensure a TMS Login account is created for the extension How to Set Up a TMS Account for an Extension user. 

Step 4: Ensure that the API integration option is enabled. Enabling the API on an Extension.

Step 5: Enable the call recordings option for the extension.

Step 6: Once all of the above has been done, log in with the newly created TMS account. 



How to transfer calls in the Browser phone? 

Unattended Transfer

Step 1:  Answer the call.

Step 2: Push transfer on the phone  (This puts the caller on hold.)

Step 3: Dial the extension you wish to transfer to and push transfer again. 


 Attended Transfer

Step 1:  Answer the call.

Step 2: Push transfer on the phone  (This puts the caller on hold.)

Step 3: Dial the extension you wish to transfer and push the # (send key); the person you are transferring to will answer the phone. You can then ask them if they wish to take the call; once ready, you push transfer again. 




Voicemail on Extension Level.

How do I Access my Voicemail?

Access to voicemail is activated by pressing *85 on your phone. When prompted for the password, please enter your extension number and the # key.




Agent Workspace

Accessing the Agent Workspace.

Step 1: Go to the TMS URL: https://tms.euphoria.co.za/  

Step 2: Choose an extension account.

Step 3: Click on the Agent menu item.

Step 4: Click on the Agent Workspace sub-menu item.

Step 5: Ensure the External Client is installed and running.

Step 6: Log in to the agent workspace by clicking on the “Login” button. 



How to Create a Callback through Agent Workspace. 

When a call ends, a disposition window opens

Step 1: Click the “Unsure” 

Step 2: Choose the Callback option

Step 3: Fill in the details for the callback 



How to Dial Using the Dial Pad or Keyboard in Agent Workspace.

Step 1: Click on the Agent menu item.

Step 2: Click on the Agent Workspace sub-menu item.

Step 3: Log Into the Agent Workspace.

Step 4: Click on the phone icon to open the dial pad. 

Step 5: Use a mouse to click on the numbers OR Type the numbers into the Keyboard.

Step 6: Click the green Call button OR press “Enter” on the keyboard to make the call.



How to Transfer a Call (Unattended or Attended) in Agent Workspace.

Unattended Transfer

Step 1: Make a call/answer an incoming call within the agent workspace

Step 2: Click on the Transfer button from the phone panel 

Step 3: Add the number to whom the transfer will be going.

Step 4: Click the “Transfer Now” Button.


Attended Transfer

Step 1: Make a call/answer an incoming call within the agent workspace

Step 2:  Click on the Transfer button from the phone panel

Step 3: Add the number to whom the transfer will be going.

Step 4: Click the “Call First” Button.

Step 5: Once the receiver confirms they can take the call, Click the transfer Icon Or the close icon if the receiver can not take the call. 



How to See the Status of the Person I am Transferring to in the Agent Workspace.

When the name you want to transfer to is entered - that person's status will be directly under their name/ number. 



How to Adjust the Volume and Mute options in the Agent Workspace.

Step 1: Click on the Agent menu item.

Step 2: Click on the Agent Workspace sub-menu item.

Step 3: Log Into the Agent Workspace.

Step 4: Click on the phone icon to open the dial pad and make a call.

Step 5: Click on the Volume icon to adjust the volume OR Click on the Mute Icon to mute yourself on the call. 



How to Pause Using the Pre-configured Pause Codes in Agent Workspace.

Step 1: Click on the Agent menu item.

Step 2: Click on the Agent Workspace sub-menu item.

Step 3: Log Into the Agent Workspace.

Step 4: Click on the down arrow next to the pause button.

Step 5: Choose the pause that best suits your reason for stepping away. 

Step 6: When returning to your computer, click the” Unpause” button” to resume work. 



Can a webhook be activated during a call?

Yes, If the call is part of a queue (Outbound/Inbound) that has an “In-Call” type webhook linked to it (needs to be set up in PBX Manager/Queues).

Step 1: Make a call/answer an incoming call within the Agent Workspace.

Step 2: Once the call is answered, you will see a button to trigger the “In Call” type webhook set in the queue settings.




Questions

Dialer



  1. Where can I customise my script if I have 300 VIP members I want to give slightly different information to? Where to customise a script? 

  1. Can I always add a new contact to the campaign while in a call?

Yes

  1. How many contact numbers can each contact have? 

Five numbers

  1. What's the difference between a failed contact and a failed number?

TMS Guide - Chapter: Campaign Analytics ( A contact may have more than one number that can be dialled; thus, a failed number may not mean a failed contact.)

  1. Why do I have one-way audio?

One way audio can be related to a firewall setting on the router. Most home routers do come with a setting called SIP ALG, which can be found under the NAT Settings.

We would recommend disabling this feature as it is known to interfere with cloud-based VOIP systems.

  1. Why do I have bad call quality?

Bad call quality usually occurs when sharing voice and data on the same link. We recommend prioritising your network traffic using Quality Of Service; this will allow you to dedicate a portion of your bandwidth to voice to prevent call quality from deteriorating as voice traffic generally is not prioritised over data traffic.

We accept UDP connections on port 5060 and TCP connections on port 5061. Open ports 10000 - 20000 for RTP You will need to have some kind of DSCP marking rule to tag voice packets for the destination of the PBX.




User Manager

  1. Can a manager delete another Manager?

No


  1. Can one extension be distributed to 2 managers?

Yes - How to Distribute an extension to more than one manager? 


  1. Under extension, what is the difference between a red icon and a blue one?

TMS Guide: TMS User (Extensions not linked to a TMS login or an existing account have a RED icon. Extensions linked to a TMS login or an existing account have a BLUE icon )


  1. Why can't I see my agent workspace under my extension?

The feature has not been enabled for the extension. Speak to your manager. 


  1. Where do I stop my team from making transfers while using the Agent Workspace?

In the extension manager Menu Item - How to disable transfer feature for agents. 


  1. I set my agent's extension up, but he is not receiving calls. Why?

The agent has not been added to the inbound route or the campaign. 


  1. Am I able to make calls during prep time? 

No, but you can take calls.




Zendesk

How to use the Zendesk Cloud Phone 

Step 1: Log into Zendesk

Step 2: From the dashboard, click on the Phone Icon to open it. 

Step 3: Add the username and password to log in. 

Step 4: Choose Auto Register or Auto Register and WebRTC for the default engine. Calls can now be made or received.  

Step 5: To dial out enter a number and click on the call button or press enter on your keyboard to initiate the call.

Step 6: When a call is made or received the caller has the following options.

6.1:The use of the dial pad for IVR options.

6.2: Hold, to action what is needed

    6.2.1: Whilst on hold the user can end the call, continue to speak to the

caller, or transfer the caller.

6.3: To transfer the call, click on the transfer button. type in the number or extension to 

        transfer to and confirm or cancel the transfer. 

6.4: Other on-call options include changing the volume. Adding the caller to a conference, adjusting the speaker, or placing the call on mute

Step 7: Once the call is ended it will be added to the recent call list.which can be used as a quick dial option to call clients back.

Step 8: Cloud Phone Users can also change their phone status. (This will be seen by all internal callers when they call or transfer to your extension.)

Step 9: Personal settings can be adjusted. When settings are changed, press “save” to ensure all preferences are captured. 



How to use the Zendesk Agent with Dialer Extension 

Step 1: Log into Zendesk

Step 2: From the dashboard, click on the Phone Icon to open it. 

Step 3: Add the username and password to log in. 

Step 4: Choose Auto Register or Auto Register and WebRTC for the default engine. Calls can now be received.  

Note: When a call comes in, the caller’s details will appear in a preparation window giving the agent an opportunity to answer the call professionally. 

Step 5: During a call, the caller can be placed on hold or muted, and notes can be made about the call or caller.

Step 6: Once the call is ended, a disposition window will open where the agent will choose a call outcome, its reason and additional notes can be made. With the disposition saved, the agent will automatically receive the next cal.




Phones/Hardware


Softphone options: 

How to install Euphoria Mobile App:

Step 1: Download and install the Euphoria Softphone and TMS app from the mobile app store.

Step 2: Open the app.

Step 3: A screen to input personal TMS username and password will be presented.

Step 4: A Euphoria representative will send the login email and password credentials.

Step 5: Once logged in, please choose the extension you would like to use for calling from the mobile app by tapping on it.

Step 6: When prompted for access, please allow the app to access the microphone, send notifications and contacts.



Deskphones


SNOM

Setting up a SNOM Phone

Step 1: Connect the SNOM to the network and let it get an IP Address.

Step 2: Log in to the device’s web interface.

Step 3: Click on the  Identity 1 option on the left under the Setup category.

Step 4: The page will open on the “ Login” tab; fill in the SIP credentials.How to Get Sip Credentials. This will allow the extension to register.

Step 5: Next, navigate to the RTP tab (Still under the Identity section) and make sure the settings are set like the image below :

·       Codec: g729

·       RTP encryption: Off

·       Media transport offer: UDP

Step 6: Select System Information to confirm Identity 1 is online.

Step 7: Navigate to the Advanced section on the left.

Step 8: Choose Behavior.

Step 9: Disable Challenge-Response.



How to Make network Change on the SNOM Phone.

Step 1: Navigate to the advanced options on the left and on the network tab. 

Step 2:  Fill in the NTP time server as above and the time zone ( +2 ). 

  • To set the phone on static, make sure the DHCP is turned off and the following filled in:

    • Ip address :

    • Netmask :

    • IP Gateway :

    • DNS

    • DNS server 1 :

    • DNS server 2 : 

  • All the options that are left out do not need to be filled in.

  • To add the phone on a VLAN, navigate to the QOS/Security tab ( Still on the advanced settings)




Yealink 

Registering extensions to a Yealink device is done via the Web Interface of the Yealink IP Phone.

Step 1: Log into the handset by opening a new tab in your Web Browser and inserting the phone’s IP Address into the Address bar. ( Press the OK  button to get the IP address.)

Step 2: Go to “Account”, this is where we enter the extension’s details.How to Get Sip Credentials.

Step 4: Log into the Yealink account by inserting the IP address in a web browser.

Note: To log into the device, the user will need the IP address. (Refer to the devices configuration manual.)

Step 5: Click on the  “Account” tab and fill in the information. 

Step 6: Click on “Apply”  - the extension should say registered.

Step 7: Enable the correct audio codecs. ( Euphoria uses the G729 Codec.)

7.1:  Remove unnecessary Codecs by holding the “Shift” key on the keyboard and select all unwanted Codecs. Click on the arrow facing towards the “Disabled codecs” block. Click “Confirm”. 

Step 8: Ensure Time & Date settings are correct.Euphoria has its own time servers, ntp1.euphoria.co.za and ntp.euphoria.co.za.

8.1: Insert ntp1.euphoria.co.za.

8.2: If a secondary NTP Server is required, insert NTP.euphoria.co.za.

8.3: Choose the correct time zone (+2 Greece, Israel, Turkey etc. )

8.4: Disable “Daylight Saving Time”.

8.4: Save the changes and click “Confirm.



Setting up DSSkey’s on reception phones.

Step 1: Log into the Yealink account by inserting the IP address in a web browser.

Note: To log into the device, the user will need the IP address (refer to the devices configuration manual)

Step 2: Navigate to the DSSKey tab. Select the Memory key on the left or on the expansion module navigate to the EXT key.

Step 3: Change the “Type” to BLF, add the name/ label (if there is an expansion module) 

Step 4: Set a value to the extension that is being assigned to the BLF key

4.1: Type should be BLF

4.2: Value should have extension number followed by a tilde sign and the tenant name

4.3: Label can be a display name to identify the extension linked to the key

4.4: Line should be the account number which the extension is registered on

4.5: Extension should have extension number followed by a tilde sign and the tenant name

 


How to enable RTP encryption on Yealink.

Step 1: Enable it on the extension in the matrix. (Please ask Euphoria Support to do this)

Step 2: Log into the Yealink account by inserting the IP address in a web browser.

Note: To log into the device, the user will need the IP address (refer to the devices configuration manual)

Step 3: Click on Account settings and change the Transport to TLS, and the Server port to 5061

Step 4: Double-check in Settings under SIP (if the phone supports it) that the TLS SIP Port is 5061

Step 5: In Account settings under the Advanced tab, Set RTP Encryption (SRTP) to Compulsory.

Step 6: Click on Security settings and Disable "Only Accept Trusted Certificates" 

Note: There will be a padlock on the phone's display when making a call out.



Step 1:  Log into the Yealink account by inserting the IP address in a web browser.

Note: To log into the device, the user will need the IP address (Refer to the devices configuration manual.)

Step 2:  Set up the Dsskeys.

Step 3:  Ensure the log on/off buttons (Label) are configured on the phone.

Step 4: Log in to the TMS to get the Agent code and pin.

4.1: Click on the Extension Manager menu item.

4.2: Click on the Extension submenu.

4.3: Select the extension that you want to change.

            4.4: Click on the Details tab at the top.

            4.5: Scroll down to “Provision settings“.

Note: The code and pin needed will display; click save before proceeding.

Step 5: Log in to the phone and add in the pin and code. 

Note: To get to the dot; please press the * button twice (XXXX {.} XX)

Step 6: Once the details are entered, the extension will be logged in.



Fanvil

Setup of a Fanvil Phone

Step 1: Connect the Fanvil device to the network (modem/router/switch/network point) using an Ethernet cable (ensure the PC is connected to the same network as the Fanvil device)

Step 2: Locate the IP address 

2.1: On Fanvil X3SP

  • Press the  "OK" button on Fanvil X3SP or

  • Press the soft menu button "i" or

  • Long-pressing button "2" on the Fanvil X3P. 

2.2: On Fanvil X1P

  • Press "Menu" >> "Status" or the "Down" navigation key.

Step 3: Launch the web browser and type the IP address into the URL bar.

Step 4: Log in to the device using the following details :

  • Username: admin          

  • Password: admin

Step 5: On the dashboard, click on “Line”. Select the line to set the extension up on.

Step 6: Fill in the following fields

  • Server Address: PBX SIP Server

  • Server Port: 5060

  • Authentication User: SIP Username

  • Authentication Password: SIP Password

  • Username: SIP Username

  • Display User: SIP Username

  • Realm: PBX SIP Server

Step 7: Activate the account by clicking on the Activate tick box.

Once all fields are updated and settings applied, the extension will register and show online on the Realtime monitor in the TMS.

Step 8: Set the Audio codec to G729AB: 

  • In the “Line” section, expand the Codecs Settings category

  • Only keep the G729AB codec in the Enabled section and move all other codecs to the Disabled section by clicking on the arrows.

Step 9: Add the Time and Date – Click on Phone settings, then select the Time/date tab to ensure daylight savings is disabled.

Note: only set this up if a static IP address is needed for the device. With a DHCP, this step can be skipped as the phone should be registered.



Gigaset 

Setup of a Gigaset Phone 

Register an extension to a Gigaset device via the Web Interface of the Gigaset IP Phone.

Step 1:  Log into the handset - Openithe Gigaset  Browser and insert the IP Address. (By default, the phone is set on DHCP, to get the IP address, you would need to press the button on the base station once, and it should page/ring the phone with the IP address. The pin by default should be “0000“)

Step 2: Navigate to “Settings”.

Step 3: Get the SIP Credentials

Step 4: Set the SIP credentials.

4.1: Click on the telephony option.

4.2: Click on the registrations/extensions section. 

4.3: Navigate to the SIP details, then to  “IP1“, and click on the edit button.

4.4: Enter the SIP credentials.

Step 5: Click on the “Show advanced settings” button.

Step 6: Fill in the necessary fields (What are these fields?)

Step 7: Save all information by clicking “Set” at the bottom.

Step 8: Set the audio codec. (Selected the G729 audio codec.)

8.1:  Click on “Audio” and show “advanced settings”.

8.2: Set any other extensions with the same Audio codec.

8.3: Click on “Set” to save the changes.

Step 9: Setup the mailbox.

9.1: Click “Network Mailboxes” and fill in the fields

Step 10: If network changes need to be made (static or DHCP), do so by clicking on Network, then IP configuration: 



Setting up Grandstream ATA Adapter. 

Step 1: Search the network for the device by using an application like an Advanced IP scanner. If you manage your own network, you should pick up the device on your DHCP server.

Step 2: Go to the  Browsers URL  login screen - By default, the login password should be “admin”.

Step 3: Click on “FXS port 1”.

Step 4: Get the SIP Credentials How to Get Sip Credentials.

Step 5: Set up the extension/device (Only fill in where specified.)

Step 6: Set up the SIP account.

Step 7: Set up the DTMF.

7.1: Look for the “Preferred DTMF Method” and enter the values as specified.

Step 8: Set the Audio codec.

8.1:  Click on “Preferred Vocode” and set it to G729. 

8.3: Click on “Apply” to save the changes and then on “Update”.

Step 9: Configure the time server.

9.1:Click on the basic settings tab. Then time settings. 

9.2: Configure the date and time settings to ntp1.euphoria.co.za.

Step 10: Configure the network -  By default, the IP setup on the device is set to DHCP

10.1: if needed, change the network under the “Basic settings” tab. 



Telkom Forwarding/ Diverting/ Pointing

How to Activate 'Forward Call' on your Telkom Landline. 

This is for customers who cannot port their number and would like to forward their number to another DID.

The Telkom Account Holder must do the following:

 

Step 1: Send the below letter on your company letterhead to Telkom

 

To: Telkom Pty (Ltd)              

(Insert Date)

(Insert Account Number)

 

To Whom It May Concern

 

I (Insert Director’s name and designation) hereby request that the forward call facility be activated on the following Telkom analogue line (Insert Number).

 

Kind Regards,

________________________________

(Insert Directors Name)

(Insert Designation)

(Insert contact number)

 

Step 2: Once Telkom confirms that the forward call feature is active, do the following:

2.1: Pick up your Telkom handset

2.2: Dial *21*[The Number Euphoria has allocated to you]#

2.3: An automated voice will confirm that call forwarding is active. 

 

Note: To cancel call forwarding, dial *21# and listen to the voice prompts.

Important things to remember:

1. The process has to be completed on a Customers Telkom phone

2. Number from Telkom needs to point to a Geographical Euphoria number - No 087 numbers

3. Ensure Call Diverting/Forwarding is activated on the Telkom account. Call Telkom Business on 10217 to confirm this.



Can I use a Telkom Smart Access 0860 or 0861 number with Euphoria Telecom?

Yes, by means of Virtual Access through ECN.  Tellico, unfortunately, does not offer this.


Virtual Access (VAS) is aimed at organisations that are interested in reducing the costs associated with owning Telkom’s 086 numbers and the infrastructure to host these.  


Calls made to the applicable 086 number will be forwarded to a PRI on the ECN Network then sent to the destination number on the Euphoria platform.  Making use of VAS significantly reduces the costs associated with the forwarding of calls.


For Virtual Access to work, the client will need a Euphoria DID to link the 086 number.  This can be the 087 account number (ECN) or a new DID issued by Euphoria, for which costs will apply.  Alternatively, the target number can be ported from Telkom to Euphoria.  This is the Geographical number linked to the 086 number.


If a client opts to port the target number, VAS can only be activated once the number has been successfully ported to the Euphoria platform.

Clients are to be aware that there will be some downtime due to the implementation of VAS; however, this will be kept to an absolute minimum.


VAS requests are to be submitted in writing to porting@euphoria.co.za.

The client is to supply the following for us to assist:

086 Number in question

Telkom bill with the 086 number displayed. (not older than three months)

VAS authorisation letter.  See the template below for easy reference.  

This information is to be supplied on the client’s company letterhead.


Date


To Whom It May Concern 

 

I hereby request VAS be activated, as per the numbers below:

 

SmartAccess Number ->Euphoria Destination Number

 

Please advise once this has been completed.

 

 Kind Regards 

 

Client Name and Signature


The request will be submitted to ECN on receipt of the necessary documentation.  ECN will submit the information to their technical team, who will provide us with an authorisation letter and routing table, which the client is to forward to smartaccess@bcx.co.za forE.g. Telkom to update the routing accordingly.


If porting of the target number is necessary, the normal porting process will apply.  Lead time is 7 - 21 days for porting.


Euphoria can offer you an 086 number from the Euphoria Telecom network on request; however, these numbers are often recycled. The process can take up to 2 months; therefore, we do not recommend this.



Can I use a Telkom 0800 toll-free number with Euphoria Telecom?

Unless your clients call from a Telkom landline to this 0800 number, it will not be Toll-Free. 90%

of calls are made on cellular networks and hence largely makes the perception of free calls null and void.


Effectively what 0800 means is that it will be a free call if you call from the same network provider, e.g.: 

Euphoria to Euphoria or Telkom to Telkom will not incur costs; however, Telkom to Euphoria, or vice versa, will incur costs.


Euphoria can source an 0800 number that runs on the Euphoria Telecom network in very special cases; however, we would prefer you opt for an average number as you will actually be skewing the perception of free to your clients.



I use an 086 number, and I am not receiving any inbound calls.

In this scenario, it is most likely that there is a problem with your Smart Call account with Telkom.


Some reasons could be:


1. Overdue account.

2. Telkom has a routing issue, so the calls are not reaching your Cloud PBX. This would need to be resolved by Telkom.


The best way to test this scenario is by dialling the destination number on the Euphoria platform.  If this rings in the normal way, it confirms your Cloud PBX is working as it should.  Following this, dial your 086 number and see if the call manages to route to the destination number on the Euphoria platform. If unsuccessful, the issue lies with Telkom, and the client is to escalate the necessary to them for resolution.  Any Euphoria related issues will be escalated to ECN by the Porting Department.


Migrating your customers to an 087 or Geographical number provided by Euphoria Telecom would simplify the process of receiving calls and reduce your overall telecom costs.



GNP - Porting

What is GNP - Porting? 

Geographic Number Portability is the ability to keep a GEOGRAPHIC number even if you change Network Providers. GNP is restricted to GEOGRAPHIC NUMBERS only, which are also known as landline or fixed numbers. GNP excludes 0860, 0800, 0861, 087, 085 numbers, service provider-specific numbers (e.g. 1023) and mobile numbers.




What are the different Types of GNP Requests?

1.Individual GNP Requests

This is a GNP Request relating to GEOGRAPHIC NUMBERS not allocated to the end-user as part of a PRI / BRI ISDN / e.g. ADSL, Junction Lines etc. (Generally No infrastructure involved)


2. Managed GNP Requests

This is a GNP Request relating to GEOGRAPHIC NUMBERS allocated to the end-user as part of a PRI /BRI ISDN, i.e. any number/s that involve Telkom Infrastructure and require a Telkom technician to be scheduled to do the network switch over in person.

 


Why should I port my Geographic numbers?

Geographic numbers should be ported, either because they appear on your marketing material, are the number/s your clients have come to know, or are the number/s which you advertise.



Am I able to Port a number that is currently still in contract with my current Service Provider?

You can port numbers still in the contract; however, you will remain liable for the contract with your current Service Provider until the contract period has ended. Alternatively, you can pay a cancellation fee with most Service Providers to terminate the contract. Amounts and conditions will vary depending on your contract with your current Service Provider.  

 

 

What is the process to port my number to Euphoria Telecom?

Port requests are to be submitted in writing to porting@euphoria.co.za.

Geographic Number Porting is a sensitive process; however, we are here to assist you and facilitate the process; therefore, please ensure that you comply with and supply the following: 

  • A copy of the ID of the account holder on the current service provider account, i.e. Telkom account holder. 

  • A copy of your most recent service provider invoice, including the Telephony Details page, displays the numbers you wish to port to verify ownership. (not older than three months)

  • There are service providers who do not display the numbers on the invoice.  In these instances, you can ask that they confirm the number/s linked to voice or VOIP services.

  • A list of the numbers you intend on porting to Euphoria Telecom.

 

Important Information: 

  • Number porting is dependent on Telkom and/or participating service providers, with a lead time of 7 to 21 working days. 

  • In terms of numbers being ported with ADSL functionality, Telkom has 72 hours to activate the replacement ADSL number; therefore, your ADSL could be disconnected during this time. 

  • You will need to state that you would like to keep the ADSL functionality should you be porting a number associated with an ADSL line. 

  • Please notify us before the initiation of your port if the number you are porting is connected to an alarm system. 

  • Telkom and participating service providers will reject your port request if: 

  • Your account is in arrears. 

  • If you are moving offices resulting in a change of area should you disclose this information, Telkom can block your request, which will result in the forfeiture of your number. 

  • A wholesale line is a third party form of connectivity hosted on a Telkom line (e.g. Mweb ADSL). The wholesale line will either need to be cancelled, moved to an alternative number with Telkom, or a new number will need to be ordered, and the line moved over. This will need to take place before your port request is initiated. 

  • When a number is ported, minor routing issues can be encountered. Therefore we recommend testing from multiple networks such as Telkom, Cell C, MTN and Vodacom. Please inform us of any issues so that we can contact the relevant network provider/s for their assistance in resolving these issues. 

  • Please note that you may receive calls on your new system during the day of porting. This is due to routing changes on the voice networks in preparation for porting. 

Once all the required documentation has been supplied, the Porting Department will prepare a Port Application for you to sign.  If this is signed electronically, the validation, as well as the date and time stamp, are required.  Once signed and returned, this will be submitted to the Porting Authorities for acceptance or rejection.  This can take up to 7 working days. If accepted, the Porting Authorities will provide Euphoria with three possible port dates.  We will liaise with our Production Team and yourself and determine a suitable date for all.  The port expires 14 days after the last possible port date if porting to ECN.  The port expires after 48 hours if porting to Tellico.  The Porting Department will move the applicable number/s to the Euphoria platform between 16:00 and 17:00 on the agreed port date.  The transfer of the number from the current service provider to Euphoria will occur anytime between 17:00 and 23:59 on the agreed port date.  Testing will be conducted between 08:00 and 09:00 the next working day.

 

Please Note:

We recommend conducting your own tests from alternative networks such as Vodacom, Cell C or MTN, to ensure that they have updated their routing tables accordingly.  Should you experience any difficulties? Please send the information to support@euphoria.co.za.  We will then make contact with the relevant service providers and facilitate the necessary.

 

Telkom has a 30 Day Cancellation Policy; you may receive a further invoice for payment as a result.  It is the clients’ responsibility to cancel any services that are no longer required and ensure Telkom's billing is correct.  We are unfortunately unable to update or cancel any services on your behalf.

 

Please click on the link below should you require information on setting your ported number as your outgoing caller ID.

How do I change my default caller ID? 

 

Porting on a Friday is possible; however, we do not recommend this as testing can only occur on the next working day.

An authorisation letter will be required, should an internal or external number move apply, instead of Porting.

 


Reasons for a Port Application being Rejected

Valid Rejection Reasons as per ICASA Requirements:-


According to Regulation 4 (9) of the Functional Specification for Geographic

Number Portability under the Number Portability Regulations, a donor operator

(ECN in this instance) may reject a request to port an individual number or a

number block only on the following grounds:-


a) the number or number block is not a valid number or number block on the

donor operator’s network or the number block is not used exclusively by the

The entity requesting the porting;


b) the number or number block is excluded from number portability under

regulation 3;


c) the account number in the request is not the account number used by the

donor operator for the number of digits or number block for which porting is

requested;


d) the subscriber is already subject to suspension of outgoing or incoming calls

because of failure to pay a bill;


e) the number or number block is already subject to a porting process;


f) the number or number block has already been ported in the last two months;


g) any other reason agreed to by the Authority and notified to the operators in

Writing.


h)  the current service provider has not registered their numbers with The Number Portability Company


According to Regulation 4 (11) of the Functional Specification for Geographic

Number Portability under the Number Portability Regulations, a donor operator

may not reject a request to port a number or number block because

the subscriber still owes money, nor may they delay the porting until the debt

is collected, unless the subscriber is already subject to suspension of

outgoing or incoming calls because of a failure to pay a bill.

 

Note: Port requests are only reloaded once we receive confirmation and proof from the customer that the rejection reason was resolved.

 

 

How long does it take to port?

The standard porting turn-around time is 7-21 working days. 

Once our Porting Department has received all the correct paperwork, the Port Application will be submitted to our porting authorities within 24 hours. Our porting authority will then be in contact with your current Service Provider for approval, who then has seven working days to respond to the port request with an acceptance or a rejection reason.

 

If our Porting Department has not received port date options or a valid rejection by COB on the 7th working day, our Porting Department will then escalate your port request to the porting authority. Our porting authority will then be in contact with your current Service Provider regarding the non-response.

 


Will the service with my current Service Provider be automatically cancelled or cancelled by the Euphoria Porting Department?  

  • I acknowledge that it will remain my responsibility to cancel my lines/contract with my current service provider should porting not end in an automatic cancellation 30 days after porting.

  • For a customer porting a PRI/BRI, we need the following (in addition to the standard requirements): 

  • A letter from the customer stating every number they want to port, that they are aware that any numbers not ported will be lost and CANNOT be reinstated.  The letter must also instruct the current service provider to either keep the infrastructure or cancel the infrastructure 30 days after porting.

  • Please note to keep the infrastructure, the customer must keep 100 DDI’s on the PRI.

  • The current service provider will continue to charge the customer the service fees for 30 days after porting. If they continue to charge after this date,

  •  the customer will have to take this up with the service provider themselves as we cannot amend anything on an account, not in our company’s name. For a

  • A customer porting an ADSL line, we need the following (in addition to the standard requirements):  A letter stating what must happen to the DSL functionality:

  • Option 1:  Replace the number being ported with a new number to keep the DSL functionality, i.e., assign a new number

  • Option 2:  State that they are happy to lose the DSL functionality (i.e., once porting is complete, they will not be able to ask for a port back and reactivate the DSL)

 

 

I have ADSL on the same line as the number I want to port; how do I keep my ADSL?

  • In terms of numbers being ported with ADSL functionality, Telkom has 72 hours to activate the replacement ADSL number; therefore, your ADSL could be disconnected during this time. 

  • You will need to state that you would like to keep the ADSL functionality should you be porting a number associated with an ADSL line. 

When a line is cancelled, all Telkom services (i.e. ADSL) running over that line are also cancelled unless you have stated that you wish to keep the additional functionality. This will be confirmed on the Port Application Authorisation Letter. Our Porting Department will then request that Telkom assign a new number for the ADSL if you have chosen to keep the ADSL functionality. 

 

How do I port my Telkom BRI (Basic Rate Interface) numbers to Euphoria Telecom?

 

A BRI is simply a line offered by Telkom that gives you two channels instead of one. They are generally packaged with a set of 30 numbers that can be used for marketing purposes or direct dialling to each employee.

 

Any number that is not ported will result in the infrastructure being cancelled and the remainder of the range being lost and non-recoverable.  E.g. A customer cannot port 25 of its 30 BRI numbers now and request to port the remaining five numbers two weeks later. Upon completing the port request, the customer forgoes these numbers and has no right to them anymore.

 

If 25 numbers are ported to Euphoria, the block must remain intact if porting to another service provider later, i.e., 25 numbers will need to port away.

 

If you are under contract term for the BRI, Telkom will not allow you to cancel it. You may port the numbers; however,  you will still have to pay Telkom for the remainder of the contract term.

NB - The costs involved in porting a BRI number differ from those of a standard port, as the port of a BRI number is managed (i.e., a Telkom technician has to come onsite to port the numbers). The cost to port BRI number/s is a block fee of R750.00 excl VAT and an additional R65.00 excl VAT per number.

 

Individual numbers may be ported from a BRI.

 

 

How do I port my PRI (Primary Rate Interface) to Euphoria Telecom?

Telkom has to make an appointment to visit your offices and remove the PRI interface from your premises for the port to take effect. This can delay the porting process.

 

A PRI is simply a line offered by Telkom that gives you 30 channels (voice line) instead of one. They are generally packaged with a set of 30 numbers that can be used for marketing purposes or direct dialling to each employee. 

 

Any number that is not ported will result in the infrastructure being cancelled and the remainder of the range being lost and non-recoverable.  E.g. A customer cannot port 250 of its 300 PRI numbers now and request to port the remaining 50 numbers two weeks later. Upon completing the port request, the customer forgoes these numbers and has no right to them anymore.

 

If you are under contract term for the PRI, Telkom will not allow you to cancel it. You may port the numbers; however, you will still have to pay Telkom for the remainder of the contract term. 

NB - The costs involved in porting a PRI number differ from those of a standard port, as the port of a PRI number is managed (i.e., a Telkom technician has to come onsite to port the numbers). The cost to port PRI number/s is a block fee of R750.00 excl VAT and an additional R65.00 excl VAT per number.

 

Individual numbers may be ported from a PRI.

 


If I am not happy with Euphoria’s quality of service after I have ported, can I reverse the port and move back to my old service provider?

The NPC (Number Portability Company) states that once a number has been ported, there is a two-month “freeze” period on porting those numbers again; you will therefore not be able to port to a new service provider during this time; however, a port reversal is possible.  This will allow you to port the number back to your original service provider.  The port reversal process can take anywhere between 1 and 3 weeks. Should a port reversal not be actioned within the freeze period and you wish to move the number from one service provider to another, a standard porting process applies.

 

Immediate port reversals are only available in certain fraudulent cases and are not allowed when a customer is unhappy with the new service provider’s quality of service.

 


How do I Port numbers on multiple accounts with different directors as the account holders?

The rule of porting is that one telephone bill equates to one port application. Therefore, if you have three separate telephone bills with five numbers on each that need to be ported, three separate port applications will need to be completed and signed by the relevant accounts holders of each telephone bill. 



Number Moves

What is a Number Move? 

A Number Move is a process of moving a number from one Service Provider to another on the same Network. Ie. ECN is a Network provider with multiple Service Providers that Resell their minutes. If a customer wishes to move their number from “ECN Service Provider A” to “ECN Service Provider B” (remaining on the same network), then the process would be classified as a Number Move. 



What are the different Types of Number Moves?

External Number Move

An External Number Move is a process of moving a number from one Service Provider to another on the same network. This process involves third parties.


Internal Number Move

An Internal Number Move is a process of moving a number from one Euphoria PBX to another. This process is completed entirely by Euphoria staff and does not involve any third parties. 




What is the process to move my number from my current service provider to Euphoria?


Number move requests are to be submitted in writing to porting@euphoria.co.za

An external number move applies in this scenario.


Please follow the steps below for us to process your request. 

Step 1 - Please e-mail the following documentation to porting@euphoria.co.za 

  1. A copy of the ID related to the current Telephone Providers account.

  2. A copy of your latest Telephone Provider's Invoice

  3. A Number Move Letter of Authorisation

Step 2 - Please complete the below on your Company Letterhead:

-----------------------------------------------------------------------

(On Company Letterhead)

To Whom It May Concern: MOVING GEOGRAPHIC NUMBERS 

I, [Customer Name], hereby permit [Current Provider] -   to move the following number/s to Euphoria Telecom (Pty) Ltd.

I accept that a 30-day notice applies to our current service provider.

The number ranges we want moved are:• <+27*********>

Kind Regards

[Name]

[Position]

--------------------------------------------------------------------------------

NB - Notes and Risks associated with Number Porting. Please ensure you read these points below carefully:

Moving of numbers is dependent on participating service providers, and as a result, it can take 5 – 7 working days.

Participating Service Providers will refuse the porting request (and you will lose the number)if: 

  • Your account is in arrears; 

  • You cancel your service or line related to the number being ported before the porting process has been completed.

Once the number move application has been submitted, our number move authorities will revert to us within seven working days to advise if the request was accepted or rejected and will request you to provide an exact time and date for the number move to take place. 

The move will occur at the specified time and date provided, and after that, all calls should route through your Euphoria PBX.


What is the process to move my number from one Euphoria PBX to another?

Number move requests are to be submitted in writing to porting@euphoria.co.za

An internal number move applies in this scenario.


An authorisation letter will be required.  See the template below for easy reference.  This information is to be supplied on the client’s company letterhead.


Internal Number Move:

--------------------------------------------------------------------------------------------

(On Company Letterhead)

(Date)

To Whom It May Concern: MOVING GEOGRAPHIC NUMBERS INTERNALLY

I, [Customer Name] hereby permit, Euphoria Telecom to move the following number/s from [Company's Name] PBX to [Company's Name] PBX

The number/s we want moved is/are:

• <+27*********>

Kind regards,

[Name][Position]

-------------------------------------------------------------------------------------------------

Once received, the Porting Department will confirm a suitable date and time for the number/s to be moved.

Please allow 48 hours, after receipt of the required documentation, for an internal number move to be completed.



How long does it take to move my number?

External Number Move - 5-7 working days

Internal Number Move - 48 hours



Network Configuration

Basic Euphoria Network Config - LTE, DSL & Bridge



Basic Euphoria Network Config - LTE & DSL





Basic Euphoria Network Config - LTE




How to install The External Phone Client.

Step 1: Click on the Agent menu item.

Step 2: Click on the Agent Workspace sub-menu item.

Step 3: Click on the External Phone client  - A popup will say that it is not installed with a link to download it. 

Step 4: Click on the link that will download the app. Once the app has been downloaded, click on the setup file to start the installation.

Step 5: Ensure the External Phone Client is running in the background  - The External Phone Client icon will show in your PC’s bottom right quick menu. 



Why does my External Phone Client say it Can Not Connect?

  • The external client may need to update.

  • It’s not running in the background and needs to be opened.



Getting started with Euphoria WebRTC

WebRTC (Web Real-Time Communication) is an API definition drafted by the World Wide Web Consortium (W3C) that supports browser-to-browser applications for voice calling, video chat, and P2P file sharing without the need for either internal or external plugins.


Your Euphoria PBX that you are currently using to make and receive calls is capable of making and receiving calls via Secure WebSockets, a module of WebRTC. You will need to familiarize yourself with  WebRTC and Secure WebSockets  to continue.


Technical Specs and Requirements

Euphoria Allows for Secure WebSocket connections on port 443. If you normally communicate with your PBX at pbx4.euphoria.co.za on the regular SIP port of 5060, you can also establish a Secure WebSocket connection on port 443. e.g.  wss://pbx4.euphoria.co.za:443. Connections using Secure WebSockets are protected via TLS.


Euphoria does not support non-secure WebSocket connections.

RTP media is transmitted over UDP ports 30000-40000. (With non-WebSocket connections, like 5060, RTP would normally use port 10000-20000). Additionally, RTP media offered by your Web Browser is normally secured with SAVPF/TLS.


The Audio codec used by most modern browsers will be OPUS. Euphoria supports opus audio codec, however, you will need to contact your support or sales consultant to have this option enabled. (Browsers will also offer ulaw and alaw - these two codecs are not recommended, and also have to be enabled by contacting Euphoria.)


The Video codec used by Chrome will be VP8/9 and Mozilla will be H264. Trans-coding video is not possible and as a result, the video will not be possible via this method. An alternate video conferencing solution is available if required.


A STUN server is also available at the same PBX URL. e.g., if you register with pbx3.euphoria.co.za, then the stun server will be stun:pbx3.euphoria.co.za


Building a browser-based phone


There are two popular JavaScript libraries that enable full telephone functionality like call set-up, DTMF, call answer etc.

Option 1) SIPjs:  https://sipjs.com

SIPjs is easy to use fast to get going script-library, it can handle most calling features. It is recommended to use SIPjs JavaScript library to build a browser-based phone, for simple use case scenarios. (At the time of writing, hold and un-hold were not possible).


Option 2) JsSIP:  http://jssip.net/

JsSIP is a more powerful script library but can be more complicated to set up. It is recommended to use JsSIP JavaScript library to build more feature-rich scenarios.



Can I use two ViBE routers on the same WAN connection?

No

The vibe Headend Server maps the public WAN IP of the link /connection to the mac address of the CPE.


Hence if you put two vibe routers on the same wan link, the head end server will be using the first link to connect and

map the incoming IP to the mac address. The second ViBE CPE will be ignored by the ViBE server.



What is change management?

When Euphoria manages a clients' phone system on their behalf, this is charged every month. R300 per month for 2 hours of Change Manage. This includes a 90-day cancellation. 

Should you require more Change Management hours, this can be arranged with our Administration Department. The above does not include onsite support. 



Can I use a DID (telephone number) to receive FAXES? FAX2EMAIL

Yes, we offer integrated fax to email services


You may use a telephone number (DID) assigned to your account to receive faxes.

If you do not have a spare number to use, you will need to order a new DID number by emailing sales@euphoria.co.za, including the email address you want the faxes to be delivered to. You may have multiple fax numbers sending faxes to the same email address.


The fax services are offered in partnership with http://www.virtual-fax.co.za

All faxes are stored for five years online.


Every fax to email number comes with an online webmail account. 

To login


Go to http://login.virfax.co.za

Username: email account

Password: your fax number



Can I send faxes to traditional fax machines?

The answer is yes, but we suggest rather scanning the document and emailing it to the recipient.


If you need to send faxes to traditional fax numbers, you can.

 

You will need to open an account with http://www.virtual-fax.co.za

Once your account is open, you can send faxes to traditional fax machines from your email application, such as outlook.

 

Step 1: Open your email application

Step 2: Attach the scanned document to the email.

Step 3: Send the email to yourfaxnumber@faxsend.co.za (0871234567@faxsend.co.za)



How can I test the quality of my Adsl connection?

We have created an application to test your Internet Connection.


This will give us insight into the quality of the Adsl exchange you are using over your data line. We will be able to give you an informed opinion of the Adsl exchange and if it will be acceptable for business voice. 


Please note that an ADSL connection can never offer the quality and reliability of a Diginet or Fibre connection.


To install, follow these instructions.

Step 1: Download the file attached to this article below.

Step 2: Run the file and click next until complete.

Step 3: Launch the application.

Step 4: Click Start on the bottom right.

Step 5: Let the application run for at least 1hr.

Step 6: Click stop after an hour

Step 7: Enter a name and support@euphoria.co.za for the email.


We will receive the file, and we can analyse the data. It will give us a good indication if your area can sustain a good quality VOIP connection.



Can I share voice and data over a single ADSL line?

99% of the time, the answer is NO

 

The problem with sharing voice and data is you have no control over how the line is being used. If three other people send an email while you are on a voice call using the same line. Your conversation will disappear momentarily, break up or sound like speaking underwater. 

 

Another reason we do not like sharing voice and data is that you have to use a data ISP. This means your voice traffic will be routed over a third party network, which may have congestion or non-prioritisation of voice traffic. In simpler terms, we have much less control over where your voice is travelling, so there is a much higher chance of having quality problems.

 

The only time the answer is yes is when you are using a single extension at a remote office location such as your home or satellite office. This is not guaranteed to work, but since there will be such low use on the line, it will likely work perfectly most of the time. 

 

We would say yes because only a person affected on a specific day cannot be contacted on the office extension due to the ADSL line being down or congested. It is quite easy to contact this person on a mobile phone, and they may simply make calls on via mobile until the line is back to normal. We see these single extension offices as a perk of the cloud PBX, 

 

If your satellite office is mission-critical, then we suggest ordering a dedicated voice line from Euphoria Telecom with built-in failover in the case of a disaster. 



1MB Line works better than, e.g. 2MB Line

When using VOIP, it is recommended to be on a 1MB ADSL line rather than, for example, a 2MB or 10MB line.


The reason for this being that the smaller line is more synchronised with regards to uploading speed & downloading speed.e.g. When using a 1MB line, your statistics might look something like this: 


Uploading-speed: 700Kb/s       

Download speed: 300Kb/s


When using a 1MB line, your statistics might look something like this: 

Uploading-speed: 900Kb/s       

Download speed: 1500 Kb/s

Thus due to stability incompatibility in the larger line is not ideal for calls, Call quality will become degraded. 



Which ADSL routers are compatible with VOIP?

http://www.easyofficephone.com/support/router-compatibility