Extension Manager focuses on individual extension set up as well as the extension settings for queues, extension capabilities, and agent configuration. 



Extensions

The extension page allows the admin to see all the active extensions in their respective company groups. To access an extension choose the group and then click on the extension itself. 


 

Extension settings

Settings for the various extension functions are configured in a number of tabs, depending on the features enabled for that extension.



The Extension default tab shows realtime details including registration status, line latency, and live IP address of an extension. 


Underneath this are the basic details of the extension.

Basic Details  
  • Picture - A picture of the user can be uploaded in place of the default icon

  • Full Name - This is displayed on internal calls. 

  • External Caller ID Display - Used when an outbound call is made, the external Caller ID Name and number are sent together as the Caller ID (CLI). The “Randomise” option is available to extensions that have agent functionality enabled, which will then select a random CLI from the pool specified on the Agent tab. Note: If the PBX is configured not to allow for a personalised Caller ID, the global Caller ID will override any settings here. 

  • Hide Caller ID - Enables anonymous Caller ID on outgoing calls.

  • SIP Password - Pressing the “Send Password” button will email a new SIP device password to the email configured on this account.

  • Account/Agent code - Used to “tag” an agent in call records. 

  • Administrative Group - Used for display purposes to group extensions on various screens throughout the TMS. 

  • Budget - Allows financial limits to be applied to an extension for a defined period - daily, weekly or monthly. When the extension reaches this limit, it will no longer be able to make calls, only receive.

  • Prevent Spy - A setting that prevents other extensions from using the Listen, Whisper or Barge functionality on this extension.

  • Require PIN to dial out - Prompts the user to enter a PIN code when dialing out. This PIN code is the same code used for the extension’s voicemail, and voicemail must be activated for this function to operate correctly.

  • Require Hotdesk to dial out - Uses a feature code, username and PIN (generally a special mailbox needs to be created for this purpose, refer to mailboxes section for more detail) to dial out, but enables the user to dial from any extension.


Outbound dialling restrictions

This allows the client to control the outbound permissions of an extension, and includes controls like “International dialling” or “Internal calls only” and configurable options “Blacklist”, “Whitelist” or “Country/Pattern List”. These are covered in more detail under the “Dialling Restrictions” chapter.

 

Voicemail Settings

Enabling voicemail on an extension allows configuration of the ring-time before the call is sent to voicemail, the mailbox pin, and email configuration. Email settings include whether messages should be delivered to email, the email address for delivery, and whether to delete the message after mailing. Voicemail messages will be saved on the system for 2 weeks and then deleted. 


 Provisioning

These are settings for the physical phone device, allowing the device to connect to a provisioning server on booting and retrieve its configuration. 

  • Phone Mac Address is the physical address of the device, this can normally be found on the side of the packaging or a sticker, generally on the underside of the device. 

  • Phone IP Address is used to statically set an IP address for this device (this will be provided by the IT Administrator). 

  • Phone Model is for the selection of the model of the physical device, this is critical for the correct settings to be used within the configuration template. 

  • Provision Code allows the user to provision any phone with their extension details. To do this, a programmable key on the phone is set to the URL https://provisioning.euphoria.co.za/XmlBrowser/AgentLogin.xml labelled Login and another labelled Logoff set to the URL https://provisioning.euphoria.co.za/XmlBrowser/Logoff.xml. To use this feature, simply press the Login button, and enter the Provision Code provided and enter the Provision PIN, and the phone will then be provisioned for that specified extension.



Queues

An extension user can be added to a queue from this tab by selecting the Add to Queue button. The pop up allows a user to choose the queue. (Allocate a penalty  - Feature to come.)


Forwarding

With call forwarding, 3 options that can be enabled:

  1. Call forwarding Always - An incoming call will forward to the allocated destination.

  2. Call forwarding on Busy - An incoming call will only forward if the extension is busy. 

  3. Find me follow me - This setting will override the voicemail configuration and allow a call to be forwarded on. There are 4 parts to the configuration of Find Me/Follow Me:

    1. When does the forward occur:

      1. The extension is not answered within a specified length of time

      2. Bypasses the extension entirely and goes directly to the forward

    2. Where is the forward being sent to:

      1. This allows an incoming call to be forwarded to up to five different numbers

    3. How

      1. Ring strategy - the forward destinations to be tried sequentially for a specified time limit, or all at the same time

    4. Miscellaneous

      1. Let Callers know the call is being forwarded

      2. Confirm Call Acceptance - The caller will receive a voice prompt with the forwarded call to press “1” to accept or “2” to decline. 

      3. Use Original Caller’s Caller ID when forwarding


Blocking

Enabling this function will block all incoming calls and only allow provided exceptions. Exceptions are in two formats:

  • Declared, up to three numbers can be added as an exception.

  • Undeclared, anonymous numbers can be allowed.


When blocking, 4 options are available as to how the caller experiences this:

  • Send caller to voicemail immediately

  • Play busy to caller

  • Play ringing to caller

  • Playing ringing to caller before sending to voicemail


Registrations

This allows a user to register up to two additional devices, like a mobile phone or second desk phone. The additional device can be used to dial out. It cannot, however, receive a call to this extension only (i.e. without dialling the parent extension) as it does not have a dialable number. The secondary device can, however, ring when the main extension rings allowing the user to answer it as per normal.

Troubleshoot

This tab shows the availability and reliability of an extension. If an extension becomes unreachable, the information is logged, and displayed here. This is a good indication of limited or degraded connectivity.


Remember: If an extension is unavailable, it is not able to accept calls - calling out may still be possible, however.


Agent    

If an extension has the Agent feature enabled, this is where an administrator will enable agent functions. These functions are:


  • Agent Pin

  • Auto Logoff after (Hours), amount of hours after an agent logs in that they will be automatically logged off if they have forgotten to do so.

  • Time Offset: Timezone

  • Outbound queue, which is used to collate statistics for outbound calls.

  • Randomise Pool

  • Auto Answer, for the Agent Workspace embedded phone, forcing an answer immediately. 

  • Agent Workspace options, such as “Allow Mute”, “Allow Hold”, “Allow Mic Adjustment” enable an administrator to have more control over agent actions.





Groups

Groups allow an administrator to bundle extensions together by their own criteria, these could be things such as branches, positions or departments. These groups are purely an aid within the TMS, but do not affect the workings of the PBX. Groups can allow the administrator to better analyse costing and usage. 


The page also indicates how many extensions are not assigned to a group, by showing them as “Unassigned”, and provides a link to the extension manager to be able to assign them.



To create a group, click on the “Add Group” and provide a name for the new group. Once the name is saved, extensions can be added to the group by selecting the “Assignment” button. From here extensions can be dragged over to the “Assigned” pane to add them. 



Provisioning

Provisioning page enables provisioning templates to be created, edited and deleted. Reseller clients will also see templates provided by their reseller but these cannot be edited or deleted. It is these templates that are selected from in the extension settings as explored in 5.1.1.4, and allow the physical phone device to self-configure on booting. 

 

The content of the template depends on the model of the phone, sample templates are available upon request.



Call Detail Records (CDR)

Within the CDR page, an administrator will be able to view all incoming and outgoing calls across the entire account. Various search criteria are also available, these options include the dates, CRM tags, extension filter and “Only Answered” calls. Once filters have been set, the “Display” button will apply them. 

 

The records will display in order of date and time. Each record shows the destination, call duration and whether the call was answered or not. A CRM Tag can be linked to each record, and is then searchable via the previously mentioned filters. More details can be viewed via a tooltip, accessible by clicking on the date and time field. 

 

If a call has been recorded, a “Play” icon will be displayed, where it can be listened to and analysed further via a pop-up window.  Comments can be created here, and the call can be downloaded. Some calls will not have a play button due to the following reasons: 


  • The extension does not have call recording activated

  • The call went to voicemail or was cut off without answer. 

  • The call was very recent and is still being synced. 


CDR page results can also be exported and printed. Printing results will only print what is visible on the screen, whilst exporting will give the full result set. 



Call Recordings

This page shows an administrator details of only calls that have been recorded, showing recording size, and quick link to download and a play button, which has the same pop-up as previously seen in CDR pages. 



Callbacks 

Call backs can be of two types:


  • Instant

  • Scheduled


An instant call back can be created when calling an extension that is busy, and the caller wishes them to return the call when they hang up. An instant call back is created when certain conditions are met:

  1. Call Waiting is disabled

  2. Call Forwarding is disabled

  3. A busy message is present

  4. The extension is busy on a call

  5. The caller selects to create a callback


The callback will be initiated when the originally called extension hangs up, and the call will display a prefix of “Callback” to avoid any possible confusion.


A scheduled callback is created via agent features such as dispositioning in the Agent Workspace when the agent chooses a time and date desired for the callback. At the scheduled time (or as soon as possible thereafter when the agent is available) the call will be placed to the set number, and also prefixed with “Callback” to the agent.


The Callback page shows callbacks that are present in the system, instant or scheduled and gives an Administrator the ability to change the details, for example, which agent should it be required.