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


Extensions

The extension page allows the admin to create and see all the active extensions in their respective company groups. To access an extension, choose the group and then click on the extension itself. The search bar can also be used to find a specific extension or name.


The page also indicates how many extensions are not assigned to a group by showing them in the ungrouped group.




Creation of an extension

Admin users and Managers have the ability to create new extensions.  After creation, any configuration changes needed can be applied as is described in the sections following.


When selecting the “Create Extension option”, the page will display any extensions that are pending payment. Prepaid clients will find this useful as items will only be activated after payment. The page also shows the last extension created, which is handy if extensions are being created sequentially.



To create a new extension, choose a type from the drop-down,  the options available will depend on your provider. Give the new extension a name and a number. 


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


 If Multiple extensions are created,  they will collect on a single pro-rata invoice during the course of a day, which can either be obtained and settled immediately, or it will be emailed to your accounts personnel after midnight. The pro-rata invoice can be found in the Billing and Accounts menu item,  on the Orders page.  Once paid, the extension will be available for use. 


When an extension is created in a post-paid account, an alert asks the user to confirm that they understand that this action will affect their monthly costs. 


Once the extension is available for use,  further configuration is possible.


Extension Details

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

 



The Extension details tab shows realtime details, including registration status, line latency, (the time in milliseconds that it takes for a data packet to travel from the phone to the server), and the 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 with 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, these settings will not be visible. 

  • 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,  but still be able to 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 dialling 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 the mailboxes section for more detail) to dial out, but enables the user to dial from any extension.

  • Phone Engine - To log in to the Agent Workspace, the agent will need a phone engine to transport the calls between the workspace and the server. Two such engines are available, the External Client or WebRTC. When one of these options are chosen, the agent will not be able to change the engine within the agent workspace. A third possibility is available called “Optional”, and this allows the agent to choose which engine to use when they are in the agent workspace. 




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 “Block list”, “Allow List”, or “Country/Pattern List”. These are covered in more detail under the “Dialling Restrictions” chapter. 

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 device’s physical address; this can typically 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 (the IT Administrator will provide this). 

  • Phone Model is for selecting the physical device model; 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. The phone will then be provisioned for that specified extension.

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Integration

By ticking this box, the user is allowing Euphoria Advanced Desktop Phone to integrate with the 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 and add a penalty for the extension. Queues can also be removed for the extension from this page. 

 



            All the queues that the user is in will display in the content window. The information of each queue shown is the

             queue name, whether it is active or not, if it is inbound or outbound and any description of the queue. 

       


Voicemail

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 1 month and then deleted. 



Call 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.