PBX Manager is where the bulk of the system setup and configuration is done. This section needs to be completed to ensure correct functionality for all other sections of the TMS. Extensions, managers, groups and roles can only be created, enabled and used once this setup and configuration is complete. 



PBX Settings

Basic Settings

The PBX settings are global to the company’s account settings, which can affect all extensions and calls. 


For each call, there is a Caller ID number, and for systems that support showing text, a Caller ID Name. These settings provide the default, at a customer level, for outgoing calls. For anonymous calling, apply the “Hide Caller ID” button. 


For Caller ID to be used at an extension level, the PBX admin should select “Allow Personal Caller ID”, this allows extension level settings to take precedence. 


In multi-branch environments be wary of customer level Caller IDs, as the call may return to the incorrect office. 


The default hold music is the base global music in TMS, which will be used across the board, including on outbound calls, queues and hunt lists. This can be overwritten on an individual basis for queues or hunt lists. 


The sound and language pack is the system voice that will play to internal and external callers. Customised voice messages can be recorded for the IVR menus, however, when the TMS system uses options like “Voicemail Administration”, the system voice will be used.  


The next 3 settings are related to the parking lot - a hold

that can be retrieved from any extension. To retrieve parked calls, users need to be advised of the incoming calls’ parking number. Users can then dial the parking lot number from any extension.


To park a call, it must be transferred to the parking lot extension shown on the PBX settings page. The PBX admin must set the “Parking Lot Timeout”, which is the maximum time a call will be on hold before it returns to the extension that parked it. This is also called the “Hold Time”. 


Pickup groups

Pickup groups are useful when the company has a segmented layout. Pickup groups enable a call to be picked up at any extension that is part of the group. Users can pick up calls by dialling the pickup feature code. 


To add a pickup group, select an unused group number from the selector (from 0 to 40), then click on the extensions that are members of this group. When the code is dialled, it will ring at any extension that is part of the group. When more than one call is made to a pickup group, the system will put the calls through in order of which call was received first.



Feature Codes

Feature codes are preset key sequences (shortcuts) that enable extension users to access a function. There are several functions that can be tied to a feature code. 


For example: A shortcut key can be created to enable a pause code, speed dial, or to transfer a call to a queue. The system will respond with interactive voice prompts. These are set up according to the company’s needs by the Euphoria pre-production team during the initial setup that is completed before go-live.



Pause Codes

Pause codes are used to indicate why a participant/agent is not available for calls and can be set according to the company’s needs. 


Pause codes can be created by a PBX admin and used by any extension enabled to do so. To create a new pause code the admin needs to specify a name, a code (number), a threshold and whether it is Productive or not. Pause codes can be used via the Agent Workspace interface or via feature codes, with the numeric code specified.  


A threshold is set on each particular pause reason and is there to indicate the maximum expected duration that the pause should be active, i.e. to indicate when an agent has gone over their allotted pause time. When this happens, an alert will be created and flag the agent in Realtime Monitor.


A pause can be productive or unproductive. For example: 

  • Productive: An agent is not available to take calls but is working on other matters, like meetings or training.
  • Unproductive: The agent is not working and is on a lunch or a bathroom break. 



Voice Recordings

Voice recordings are the media files that play at different points in a user’s IVR Menu or inbound route. They can also be used for queue announcements.


There are 3 ways a recording can be created:


  • Upload a message from the administrator’s browser

  • Download the Voice Menu Recorder application from within TMS and upload a recording. 

  • Dial the feature code *31 to record a message. 

 

The computer’s microphone is used to record a voice recording in the browser or the Voice Menu Recorder app. Select the “Record” button to record your voice. If nothing is recorded, check that the microphone is connected and the browser supports this option.


To upload a voice recording, the user can choose a file from their computer by selecting “Browse” and choosing an MP3 or WAV file to upload. The file cannot be bigger than 5MB.


The user can rename any voice recording file by clicking on the “Edit” button. Users can listen to any recording by selecting “Play” in the list overview. Recordings that are in use by other elements in TMS (queues, IVRs etc) cannot be deleted. 



Music on Hold

Music on Hold (MoH) files play when a caller is on hold. 


To add these, create a folder to house the music files, and give the folder a name and description. Files in a folder can be sorted alphabetically or randomly. 


Once the folder is created, music files can be added by selecting them from the administrator’s computer. The same restrictions apply to Music on Hold files as voice recordings.


It is possible to have multiple folders, with different files for different purposes. For instance, individual queues can have different music. Music on Hold does not have to be music only, and can include advertisements or announcements, for example. 



Queues

Call queues coordinate incoming calls. Employees who are members of a queue will receive calls in a specific order, depending on that queue’s settings. Queues are useful when there are many callers and few agents, as well as for statistical purposes, for example understanding how long a client waited before they spoke to an agent, or which agents are fielding more calls.


The queues list shows queue names and descriptions. A PBX admin can edit a queue or delete it if it is not currently in use. Queues can be set up to play announcements and music when callers are waiting. 

  

When creating a queue, give the queue a name, a description and choose whether it is an inbound or outbound queue. Each queue type has very different features. 


Outbound Queue Features

  • Outgoing queues are virtual queues and not actual queues. These merely use the queue events to create statistics and reporting functionality on outbound calls. 

  • Service Level Agreements (SLAs) set out how long agents should wait before hanging up a call. SLAs are set up by the company to ensure its agents adhere to the company’s requirement of how long agents should wait for a call to be answered. 

  • Dispositions can be enabled or disabled, and an admin can add disposition tags as outlined in the campaign manager section.

  • Admins can add members to the queue. 

Inbound Queue Features

  • Entry Conditions: 

    • Maximum Callers: This sets the maximum size of the queue. If a queue is full, callers will be sent to the next step in the dial plan. 

    • Callers can enter this queue: This option allows the admin to control entry to a queue. 

    • Note: If a caller is prevented from entering a queue because there are too many callers or no available agents, the system will continue to the next entry in the hunt list. If the call was not directed to the queue by a hunt list, the call may fail. If a queue is not part of a hunt list, we recommend that the “Regardless of Agent/Member Presence and Availability” option should be used. 

  • Position and Hold Time Announcement: These options can be enabled to automatically inform callers of estimated hold times and their position in the queue. An admin can set how often this announcement should play. The announcement frequency is timed from the beginning of the announcement. 

  • Periodic Announcement: A recording can be played to callers after a specified amount of time. This can be chosen from the list of voice recordings that have been loaded to the system.

  • Connections and Ring Strategy:

    • Weight/Importance: This allows the administrator to prioritise queues for incoming calls, the lower the weight, the higher the priority a queue will have over others. For example, if calls arrive simultaneously in two queues, the one with the higher priority will be handled first.

    • Connect to Agents in Parallel: Sets whether calls are connected to agents in parallel or in sequence. In other words, each call is considered as it arrives, regardless of its position in the queue as opposed to processing in serial where only the call first in line is considered. This is highly recommended for all queues.

    • Ring Strategy: Determines how to distribute a call to agents, for example, try each agent in round-robin fashion or ring all phones at once.

    • Ring Busy Agents: Sets whether or not a call should be sent to an agent who already has a call in progress.

    • Agent Ring Timeout: Determines how many times to ring an agent before moving on. 

    • Retry: Specifies how long to wait before trying the next agent. 

  • Agent/Member Settings:

    • Report Hold Time: The agent can receive a message played to them stating how long a caller was on hold. 

    • Announcement: The agent can have an announcement played to them when the call connects. This is useful if an agent is a member of two queues at the same time, for example, as the queue name can be announced. 

    • Wrap-up Time: How long after a call an agent is considered unavailable. This allows for dispositions and wrap-up admin work to be completed before the next call. 

  • Service Level Agreement (SLA): Most call centres commit that a certain percentage of calls will be answered within a chosen time period. This does not affect the time a caller is allowed in a queue, but rather provides reporting on whether or not the agents are sticking to the SLA. This is more fully described in the analytics chapter.

  • Miscellaneous:

    • Music on Hold: The administrator can choose the hold music.

    • Queue context: This allows callers to press a number on their keypad to execute a function. For example: Press zero at any time to leave a voice message. The options listed are IVR menus, and the IVR needs to be prepared and enabled before this function can be used. 

  • Dispositions: Can either be enabled/disabled for queues. From here an admin can add disposition tags as described in detail in the campaign manager sub-section.


When the administrator clicks on the “Add members” button, a dropdown will appear where the admin can choose the extension as well as the penalty. This provides a mechanism for prioritising available agents inside a queue. The higher the penalty, the less an agent will be considered for selection.


Once an admin has created a queue, the TMS will be updated and the queue will come into effect immediately. 


To assist admins to manage queues, the main queue page features a queue overview. Here admins can see the queue name, type and description, and can edit, delete or add a webhook to the queue. 


Adding a Webhook 

Webhooks are ways of integrating into applications at certain times before/during/after a  call. Webhooks need to be set up in the Integration Centre sub-menu, under the API & Integration Menu, before they can be used. Webhooks will be discussed further in the API & Integration Menu.



Conference Rooms

A conference room is a location that multiple members can dial into in order to have a single conversation. Callers can join a conference room from inside (by transfer or feature code) or from outside the company using a direct line, making it a very flexible tool.The conference room is protected by a PIN number so that only invited parties can join a call. 


The main conference room page shows a list of all existing conference rooms. Permanent conference rooms are fixed rooms which can be used for any meeting at any time.


When a conference room is added, a room number has to be created. A description can be added for each conference room, which will be shown on the main conference page. Admins can set a PIN and a participant limit to avoid the facility being abused. There are 2 PIN options: 


  • PIN: This identifies an entrant as a normal user to be added to a conference. 

  • Administrator PIN: Allows the user to perform certain administration functions within the conference room. 


A number of conference options can be enabled:

  • Wait until an administrator enters the conference: Will not allow normal users to enter until a conference administrator is present.

  • Quiet: Does not play prompts on entry and exit.

  • Prompt user for their name on entry

  • Announce user(s) count on joining a conference: Will announce the number of participants when someone joins the conference.



Mailboxes

The mailbox page presents a list of the company’s mailboxes. The list includes mailboxes for each extension and special mailboxes. 


Extension mailboxes cannot be edited from this page, and are covered in the relevant chapter.


Special mailboxes are not linked to any extension and are often used for a communal voicemail - like after hours support. Special mailboxes can also be used for Hot Desking, which allows users to use an extension as their own by providing credentials as they provide a username (mailbox number) and password (PIN) combination that can be used for authentication..


 Special mailbox features:

  • Mailbox number 

  • Mailbox owner’s name 

  • PIN to listen to mailbox messages 

  • Email address for message notifications (if enabled)

  • Deletion: The admin can set whether a message is deleted after the voicemail is delivered. Mailbox messages are automatically deleted after 3 months



Hunt Lists

A hunt list is a sequence of actions that will be executed in a predetermined order. The order of actions is important, as they are processed sequentially. 

 

The main page shows existing hunt lists with their name, description and the “edit” and “delete”  buttons. To create new hunt lists, select the “add hunt list” button and add a name and description to indicate what the list will be used for.  


When creating a hunt list, the first thing the administrator decides is what to do when a call goes unanswered. This becomes the final step in the hunt list thereafter. 


There is no limit to the number of steps that can be added to a hunt list, and the order can be changed at any time by moving an option up or down. The 3 options are:

  • Announcement

  • Ring Group

  • Queue


The following settings are available for each option:

  • Announcement

    • Announcement: Chosen from the list of available recordings in the system.

  • Ring Group

    • Extensions to ring as well as other numbers such as cellphone/other external numbers. 

    • Ignore transfers: This will prevent the system from sending the caller to voicemail. This should always be enabled to send the caller to the next step in the hunt list. 

    • Ring time: How long it rings before the announcement is played. 

  • Queue

    • How long to wait in a queue: the maximum length of time the caller should be kept waiting in a queue before they are moved to the next step. 

    • Play ringtone: Play a ringing tone to the caller instead of hold music.



IVR Menus

Interactive Voice Response (IVR), also known as an "Automated Attendant", is a menu system that allows people to interact using dual-tone multifrequency (DTMF) tones on the caller's keypad. IVR systems generally respond with a pre-recorded audio file at each step to direct users further. 


IVR systems allow the caller to direct themselves to their required destination using the keys on their phone, for example "Select ‘1’ for Sales, or ‘2’ for Support”. Each selection/digit within an IVR can be set to a particular destination. 


Admins can create and link IVRs. These linked IVRs can direct callers to a range of different endpoints. To inform a caller what number to press, the administrator needs to activate the relevant “Announcement To Play” from the list available.


To create the IVR, the keypad mapping section needs to be configured. Each key can be configured to perform an action. Certain non-numeric options are also available:

  • Timeout - is used when a caller does not press any keys. 

  • Invalid - is used when a caller presses an unassigned option. 


When either of these two options occurs, the admin may want to repeat the menu or play an announcement and then repeat the menu. 


The general parameters on an IVR are:

  • Menu timeout: The amount of time in seconds that the caller has to press a key option. If the  caller does not press a key the “Key Press Timeout” menu option will automatically be selected.

  • Key press timeout: The time the system will wait between key presses, for example, if a sequence of digits is being entered.

  • Extension/feature codes dialling at menu: Enables the system to redirect the call to an extension or a feature codeKey press timeout also affects this as extensions are typically 3 digits long and the wait time will ensure that the entire extension is taken into account. 


Note: If this menu is used first on an inbound route, the ring time before playing an announcement will be used. This means the system will ring for the same amount of time as it would before playing an announcement.



Inbound Routes

Inbound Routes is a list of actions that determine how a call coming into the company will be handled. These actions can be to send the call to an extension, queue, IVR or a preset script.  


Routes can be set as operator-based or time-based. Time-based actions happen automatically depending on a schedule or given time and date, whereas operator-based can be manually adjusted. For example - a receptionist might toggle between office hours and after hours, or a route may automatically go from office to after-hours based on time and day of the week. 


With inbound routes, “handlers” refers to the set of conditions that will govern whether a call matches a route or not. An “Any” or “Catch All” handler is a default that will match any condition.




The left hand pane shows the available DIDs mapped to the PBX. Each DID will have a route already mapped, but may not have any actions configured. 


To drill down into the tree structure, select a DID. As a level is selected, the corresponding information will show in the right hand pane. There are 4 levels. It is possible to have multiples of a single type of handler present in routing (for example multiple time conditions) but not across types. In other words it is not possible to have time-based conditions on an operator-based route or vice versa. 


The order in which handlers are listed is the order in which the system will execute them. This order can be changed as needed. Once it finds a match, the system won’t try further handlers.


Inbound Routes Settings

The initial level of settings allows the administrator to choose between time-based and operator-based type routes. It is important to note that the order of the handlers affects which is executed, and that types of handlers cannot be mixed within an Inbound Route. If the handler type is set to blank, the route will be removed.


Time-based Handlers
  • There are 3 preset schedule options for quick and convenient selection.

  • Date and time can be modified for the new handler option (the * represents the “any” option). 

  • When a handler is created, the system will automatically create a default action that simply hangs up the call. 


Operator-based Handlers
  • Controlled manually by an operator (e.g. receptionist)

  • It’s recommended to always use the “Any” handler at the end of a route. 

Route Level Settings

When the action group is set to operator-based, the handler can be set as either “Day”,”Night”, “Temp” or “Any”. It is useful to always end with an “Any” handler to cover any hours outside of those the administrator might have specified with other handlers. The “Temp” handler is often used as a routing handler for occasions such as company functions or public holidays.


When the Action group is set to time-based, the handler date and time can be be chosen from 3 presets:

  • Catch-All, which represents any time and date.

  • Weekend, which includes Saturday and Sunday, at any time.

  • Office Hours, which includes Monday to Friday, from 8am to 5pm.


Once a time-based handler is chosen, it can be customised to suit requirements. 


Note that once a route level setting is chosen, a “Hangup” action will be created by default, and should be modified to the desired action.


Action Level Settings

Action level settings allow the administrator to choose from a list of actions:

  • Queue

  • Huntlist

  • IVR/Menu

  • Extension

  • Feature Code

  • Reroute Call, which allows the user to forward the call to another number, such as a mobile number for after hours support.

  • Play File and Hangup

  • Hangup


These topics are covered in their relevant sections in this user guide.


Action Details

Parameter level settings include any settings for the previously chosen action. The parameters required for each action are outlined below:


Queue/Huntlist/IVR/Extension Action Parameters

These 4 actions all have similar parameters, with the exception of choosing the particular corresponding destination, i.e. when Queue action is taken, choose the relevant queue.

  • Select destination

  • Prepend to CallerID - This is an optional parameter allowing a text string to be inserted before the CallerID which will show up on the screen when presented to a device. For example, this is useful in showing queue names to agents when they belong to multiple queues.


   Feature Code Action Parameters

This is an advanced topic, which requires an understanding of feature codes, and their parameters, and will be covered more in depth in its own chapter.

  • Specify feature code

  • Input parameters according to the specified feature code


 Reroute Call Action Parameters
  • Provide the destination number


Play File and Hangup Parameters
  • Select file to play


After the appropriate actions and parameters have been set, click “Apply”.