Update Date: May 2023
Created By: Marizane Brummer
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.
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 Default External Caller ID number, and for systems that support showing text, a Default External 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 User should select “Allow Personal Caller ID”, this allows extension level settings to take precedence. Without this checkbox selected, Caller ID settings at an extension level will not be visible.
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 available on the TMS, which will be used across the board, including on outbound calls and queues. This can be overwritten on an individual basis for queues.
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 three 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”.
Parkin lot selection is the method by which calls will be put on hold. For example, if 3 calls are parked, they will be in parking lot 701, 702 and 703 when “Always Increment is chosen. When “Always first is chosen the calls will be parked in the parking lot option even if it is not in numeric order from the last parked call.
Pickup groups
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 select the extensions that are to be members of this group. When the group code is dialled, it will pick up a call ringing at any extension that is part of the group. When more than one call is ringing on group extensions, the system will pick up the calls in the order in which they were received.
Articles Related “How To” Document Links:
How to add a Huntlist/IVR/ or Queue to the Inbound routes.
PBX Settings