Comms Enterprise Interface

From Taridium

Latest revision as of 19:29, 27 January 2017

The comms Enterprise Interface provides access to your Virtual PBX configuration. You can use the interface to view call information, configure your call routing, DIDs and applications. You can access the enterprise interface with these two methods:

Enterprise Panel
http(s)://[service provider]/ent/[enterprise ID]

Replace [service provider] with the name of your service provider and [enterprise ID] with the ID of your enterprise and login with your username and password. Your system might also require a two factor authentication. You will be asked to enter this number after a successful username and password authentication.

or

Service Login
http(s)://[service provider]/service

Replace [service provider] with the name of your service provider. Select Login To > Enterprise Panel and enter the e-mail address and password associated with your account. Your system might also require a two factor authentication. You will be asked to enter this number after a successful username and password authentication.

Overview

Depending on your configuration this will be the main landing when accessing the enterprise interface and show activity information. See below:

Activity

The Activity section will show recent activity of your PBX. Particular details are provided as calls over time (last 30 days) and 24hr activity.

Place Calls

The Placed Calls section will display your placed calls. This includes Date & Time, From, To, Duration, Call Disposition > indicated by a symbol (hover over the symbol to display the meaning), Recording (optional) and Cost (optional).

Received Calls

The Received Calls section will display your placed calls. This includes Date & Time, From, To, Duration, Call Disposition > indicated by a symbol (hover over the symbol to display the meaning), Recording (optional) and Cost (optional).

Received calls display will also indicate if a call has been forwarded with an F display. This same call will then also be displayed in the Placed Calls list.

If you would like to export your calls, you can use the export link at the bottom of the page. You can export up to 10,000 records in CSV format.

Invoices

only displayed if enabled by your provider

This section will display your monthly service invoices.

Rates

only displayed if enabled by your provider

This section will display the current calling rates for your system.

Extensions

The Extensions section allows you to view, create and manage your extensions.

Manage Extensions

Displays the configured extensions. If configured extensions can also be displayed by Organization. See Organization below. The Status display will indicate whether the phone/device is successfully registered. Hover over the symbol to get more information about the status. An S will indicate if further supplemental/softphone extensions have been configured in the User Panel. Use the Add Extension button at the bottom of the page to add a new extension. The number of configurable extensions might be restricted by your service provider. You can search extensions by number, name, DID (if assigned) or MAC address. Take note that MAC addresses need to be entered complete and follow the following format: AA:BB:CC:DD:EE:FF. Use the stats link to display pertinent call information, or select multiple extensions for aggregate call information. See stats link at the bottom of the list. You can always use the Panel link to log into the User Panel for the selected extension.

Use the Add Extension button at the bottom of the list to create a new extension.

Create/Edit Extensions

When creating an extension you will need to enter at least a name and extension. This will create a simple mailbox (if enabled). Assign a DID/DDI (direct number) and use the + button to add further virtual DIDs. Use the Hide From Directory checkbox to prevent the extension from being searchable in the dial-by-name directory and the User Panel. Further settings can be displayed with the show more settings link. Depending on your configuration you will have the ability set access to the extension User Panel which will either require a PIN or PIN and password. You will have to select a Device Type and enter a MAC address for automatic provisioning. Check with your service provider for further details. A device type can also be configured manually. Click on Show SIP Details to display the username and password. You will also need the proxy or switch IP address or DNS name. Consult with your service provider.

Where available, use the Edit Sidecar to configure your phone's sidecar/expansion module. This feature requires automatic provisioning as described above.

Organization

Organizations are logical extension groups. They can be used to group extensions (by assigning them to an organization). They can have a default caller ID name and number. Click on the stats link to get aggregate call details. Organizations can also be used as dial-by-name groups in the IVR Directory application.

Provisioning

Provisioning allows you to manage multiple extensions in one go. Use the Reset Voicemail PINs functionality to reset all PINs and send a notification e-mail to the users. You can also download and upload extension lists. Take care to follow the exact CSV Provisioning Format. In particular make sure that the provided template name is the exact template name available on the system. You will have a chance to review your uploaded list prior to provisioning.

Trunks

This will only be displayed if enabled by your provider.

Trunks allow you to connect other VoIP systems to your virtual PBX. Trunks have the ability, like phones/devices to call local extensions and receive and place off-net calls.

Manage Trunks

This section allows you to create, manage and view your trunks. Depending on the trunk type, you will see if the trunk is registered correctly. The list will also display the DID/DDIs assigned and what call limits have been set up. Trunks also keep track of the number of concurrent calls (all time high). Click on the stats link to show call details for the selected trunk.

About DIDs and Timeout/Failover

You can control how comms routes inbound trunk calls directed to specific DIDs. When adding DIDs using the + button you can both set a failover and timeout destination. Use the route button to set a timeout or failover destination.

Failover and timeout destinations should be of the format SIP/[trunk IP or name] and can also contain the ${did} variable. Here are a few examples on how to set failover or timeout destinations:

• SIP/acme-trunk-2/${did}
• SIP/${did}@acme-trunk-2
• SIP/${did}@sip.example.com

About Call Limits and Concurrent Usage

The call limit (Channel Limit) indicates how many calls can be placed concurrently. This includes both inbound and outbound call paths. If enabled, you will also see how many concurrent calls have been placed through the the trunk. This is an all time high that will help you set appropriate limits.

Provisioning

Provisioning allows you to upload a CSV file that contains a list of trunks to be created. You will have the opportunity to review the trunks prior to provisioning. Take care to provide the exact DID(s) when assigning to a trunk. These DIDs need to be available in the enterprise prior to provisioning. You can assign multiple the DIDs by repeating the trunk definition and re-using the same provisioning ID.

Groups

Groups are groups of extensions. They can be used for a number of configurations. Each group is always assigned an extension and mailbox.

Manage Groups

Use the Manage Groups section to create, manage and view your groups. Your groups will be listed like regular user extensions and indicate the DIDs and the members which have been assigned. The Stats link will provide consolidated call information for a group.

Use the Add Group button at the bottom to add a new group.

Create/Edit Groups

A group needs to have at least a name and extension. This will create a simple extension with a mailbox. Group types can be 1. ring only which will only ring the assigned members and time out, 2. ring & mailbox which will ring the members and then go to the group mailbox, 3. mailbox only which will use the mailbox of the group as greeting and optionally deliver the message to the group members, or 4. page group where members will be called with the paging headers enabled in an attempt to page all members. Note that this option requires phones that support SIP paging.

When using ring options, it is important to consider how the members are rung. This is done using the Ring Strategy setting. When ringall is selected the voicemail/ring delay is used. When sequential or round robin is used, then the Ring extensions for setting is used.

Please note that extensions can be rung as devices (also known as channel) or as extension. The difference is that a member rung as an extension is rung in the same way as calling that extension. This will include any forwarding settings, voicemail delays etc. for that extension. This can cause unexpected behavior, when for example a user rejects a call and sends the call to his or her own mailbox instead of the group mailbox. Thus it is almost always preferable to set up groups which ring the member phones only. This can be done either by selecting primary channel (default value) or all channels. Ringing all channels will include any additional softphones, or supplemental devices that have been set up for the member extension. Use the Forward Requests > ignore setting to prevent users from redirecting calls on their phone.

If a group times out and has no voicemail box configured, either through type ring & mailbox or mailbox only it will hit the Upon Timeout setting. Select the appropriate continuation for the call, or use do nothing/hangup. This will then disconnect the call.

IVRs

IVRs or interactive voice response, are applications that behave as menus. These are sometimes also referred to as auto-attendants.

Manage IVRs

This section allows you create, manage and view your auto-attendants. This will list your DID/DDIs and any hour settings.

Click on Add IVR to create a new IVR.

Create/Edit IVRs

An IVR requires at least a name and a Main Prompt. You can add prompts through Features > Voice Prompts. IVRs can also optionally be assigned an extension. This can be used for internal calls, or more complex routing configurations. Use the Direct Dial option to allow callers to enter an extension at any time vs any of the menu options. You can also use a CID Name Prepend string to indicate to the receiving party which option was selected.

If an IVR times out and no default extension/group is selected, it will hit the Upon Timeout setting. Select the appropriate continuation for the call, or use do nothing/hangup. This will then disconnect the call.

IVR Input

The IVR Input section allows you to create, manage and view IVR input configurations. IVR inputs are dialogs which allow you to record DTMF information (numbers entered on the phone keypad) and pass it on to a 3rd party application.

Click on Add IVR Input to create a new IVR Input.

Create/Edit IVR Input

An IVR input requires at least a name and a query prompt. You can add prompts through Features > Voice Prompts. IVR Inputs can also optionally be assigned an extension. This can be used for internal calls, or more complex routing configurations. Inputs can be validated against an external data source using simple HTTP requests or validated against a static passcode list.

The result can then be passed to another URL as a GET request. Multiple variables can be passed along for further processing downstream.

Conditions

Conditions are configurations by which a call is routed. A condition can be a time condition or a toggle condition. Toggle conditions use an user controllable on/off switch to route calls.

Manage Conditions

This section lists your conditions and indicates the type of condition and the DID/DDIs assigned to it. The State value indicates whether the condition is on or off. A Toggle Extension indicates the assigned extension which is used to toggle the condition on/off - if applicable.

Click on the Add Condition button at the bottom to add a new condition.

Create/Edit Conditions

A condition requires at least a name and if toggle type also a toggle extension. When using time based switching times can be set either for every day or individually on per weekday basis. An optional calendar based selection can also be used to feed an iCalendar or Google Calendar XML data source. On combined use the toggle acts as an override to the current time based setting and the condition will be reset to follow time when the time condition matches again. When using toggle or combined types the Toggle Condition will be display with green (on), red (off) or gray (following time). Please note that the Toggle Extension can be assigned to multiple conditions, thus allowing the switching of multiple conditions with a single call.

Queues

Call queues allow you to distribute incoming calls to specific resources (agents or members). ACDs (automatic call distribution) hold queued calls in First In, First Out order until agents become available.

Manage Queues

This section allows you to create, manage and view your call queues. The list will display basic configuration settings such as extension, name and strategy. Click on the Stats link for detailed reporting.

Call queues are similar to extension groups, but also keep track of incoming calls. It is important to understand that call queues only work efficiently if the members (also known as agents) are available to answer their phone when a call is assigned. The system will assume that any phone that is available (unpaused) is ready to take a call. If this cannot be guaranteed the more simple extension groups provide a better call distribution method.

Click on Add Queue to add a new Queue.

Create/Edit Queue

A call queue requires at least a name and one or more members. Use the Ring Strategy to define how calls are distributed to members. Note that ring all will always ring all phones unless they are already on the phone. A maximum queue length can be defined to prevent very long wait times. Calls will be sent to the timeout option, if set. Use the Numeric ID to set a pause/unpause star code. This will allow members (agents) to log on/log off a specific or multiple queues.

Members can be active (unpaused) or inactive (paused). Member should always pause themselves if they aren't available to take calls. A penalty value can be set to reduce the weight of the queue member. This allows you to reduce the number of calls sent to the member if other members are available.

If a Queue times out, or if no member is available to take a call, or if the queue length has been reached it will hit the Upon Timeout setting. Select the appropriate continuation for the call, or use do nothing/hangup. This will then disconnect the call.

Features

Features control the general settings of your Virtual PBX.

Manage Features

Some of these features might not be available on your system.

The Manage Features section displays various general settings and features that can be configured for your PBX.

Voicemail

This section controls the maximum number of messages per mailbox and how often messages should automatically be purged from mailboxes.

Voice Prompts

This section allows you to upload or generate voice prompts for use in your IVRs, Call Queues and other applications. If set you will also be able to easily re-record your voice prompts using the re-record star code. Click on the speaker symbol to listen to your recordings.

• Click on Upload Voice Prompt to upload a file. Standard WAV and MP3 files are supported.
• Click on the Generate Prompt link to create a voice prompt using the speech synthesizer.

Software Clients

The software clients list provides you with a selection of approved softphones.

Music On Hold

This section allows you to upload your music on hold files. You can define up to 5 additional music on hold classes. Files will be played back in random order.

Click on Add File to upload a file. Standard WAV and MP3 files are supported.

Conference Rooms

Conference rooms are multi-party call conference rooms. You can specify an access PIN and also a leader PIN. The leader PIN allows you to limit use of the conference room until the leader PIN is used for access.

Holidays

The holiday rules allow you to preset a number of days that can be used in your IVRs and Conditions to route calls accordingly.

Service IVR

The service IVR is a special IVR that allows you to access your system via an external number (DID/DDI). Access can be limited to DISA only (direct inward system access) which provides the caller with a dialtone. Both options can also be recorded.

Call Recording

This section configures your call recording settings. You can record incoming calls, outgoing calls and internal calls. These are global settings for all enterprise calls. The Scope allows you to also record calls that haven't been bridged. Normally the system will only record calls that have an ongoing conversation to conserve recording space.

Use the notification settings to get notified when your storage reaches 80% and 100% capacity. This will require a general notification e-mail to be set.

API

Please contact your service provider for further details on how to use this API.

Call Accounting

Call accounting allows you to keep track of calls with a so called preselect code. Calls placed with the preselect code will be listed in the Calls table for the account. These calls can then be exported as CSV files.

LDAP Directory

The LDAP directory enables you to integrate your virtual PBX with your LDAP directory service. This will automatically update mobile phones, e-mail addresses and names of existing extensions.

Enterprise Blacklist

The enterprise blacklist allows you to block incoming calls based on caller ID number and caller ID name.

For a caller ID to match make sure the caller ID is exactly the same as the one presented in the call logs, or on your phone. Alternatively use a matching pattern. Patterns need to be defined with an underscore (_).

• • X matches any digit from 0-9
  • Z matches any digit from 1-9
  • N matches any digit from 2-9
  • [1237-9] matches any digit or letter in the brackets (in this example, 1,2,3,7,8,9)
  • . wildcard, matches one or more characters

Example: _7[04-9]XX. will match numbers starting with 7 which are followed by digits: 0, 4-9 and followed by at least three more digits.

Internal Extensions

The internal extensions list will provide you with a concise list of all your extensions. Use the Go To link to go the application that uses the extension.

Enterprise DIDs

The enterprise DID/DDI table lists all configured and available enterprise DIDs. Click on the Function link to go to the appropriate application. Unused DID/DDIs can also be directly forwarded to any extension or number by clicking on the forwarding symbol (arrow).

Dialing Settings

Enterprise Dialing Settings control global dialing settings such as caller ID name and number and call restrictions. PINs can be set for international or outbound calling, or can be restricted to specific account codes. See Call Accounting

DTMF Codes

DMTF Codes list all DMTF (star codes) that are configured and available on your system. These can be dialed from any on-system phone. You can use the edit permissions button to disable specific star codes that you want to make unavailable.

User Panel

The End User Panel Features Permissions allows you to enabled/disable certain User Panel features. This is where users can access their extension settings, call records and voicemail with their extension number and voicemail PIN. Changes to feature permissions require a new login to take effect. Restrictions to features don't apply to administrator logins. The disabled features will be indicated with a yellow border.

Account Settings

Depending your service provider configuration, this will allow you to control your account settings, including your current login password and e-mail address.

Access Control

The Access Control section gives you access to all individual users that have the permission to access your enterprise.

Manage Users

Use this feature to control who has access to your Virtual PBX. You can enable/disable a user, send a new password or restrict the user to view only access.

Logout

Logs the user out from the interface.