How to ...

 

... Configure Call Forwarding?

Follow-Me Forwarding Mode

Simple Forwarding

... Define a Time Period Using the Wizard?

… Enable End Users to Manage the Answering Mode via IVR?

... Configure Call Screening?

... Create Extra DIDs as Aliases?

Generate Multiple Aliases

... Limit the Number of Concurrent Calls for a Specific Customer?

Configure Extension Dialing Bypassing Menu Prompt?

… Configure Immediate Redirect to Call Queues

 

... Configure Call Forwarding?

Follow-Me Forwarding Mode

Using follow-me you can forward calls to multiple destinations. You can also configure it so that each of these destinations will be active in its own time period. For example, let’s suppose you want to redirect all your calls from 8 p.m. till 8 a.m. to your cell phone (e.g. 35644890079) in case your IP phone is offline.

 

1.      In the Help Desk section of the Admin-Index page, choose Account Info and search for the desired account.

2.      Go to the Service Configuration tab to enable forwarding:

o   Forward Mode – Specify Follow-Me.

o   Default Answering Mode – Specify Forward only.

 

Configure follow-me forwarding mode

 

Specify default answering mode

 

3.      The additional Follow-Me tab now appears on the screen. Choose this tab.

4.      Click  Add to add the number on which you want to receive forwarded calls.

 

Define the period when the number is active

5.      Enter the following information:

·       Order - Select the order for redirecting a call:

o   If you set As listed, then every active number will be called, from the first number to the last one.

o   If you would like to call all numbers from the list simultaneously, use Simultaneous.

o   For random order, select Random.

o   If you want to call the destination numbers based on the percentage specified, use Percentage Split.

·       Name – Type in a name for the follow-me number (the cell phone number in the example).

·       Destination – Enter a number for redirecting calls (e.g. 35644890079).

·       Calling Party Display – Choose how to display the caller’s info during forwarding:

o   Select Caller Number and Name to see the phone number and the name of the original caller.

o   If you choose Caller Number and Forwarder Name, then the phone number of the caller and the forwarder’s name will be displayed.

o   To see the phone number and the name of the forwarder, select Forwarder Number and Name.

·       Active – Define the period when the number is active and is allowed to receive a forwarded call. Click the Active link or wizard  icon to create a period. If you want the follow-me number to be active permanently, click the Always button while on the Period Wizard page. See the ... define a time period using the wizard? section for more details.

·       Timeout – Set the amount of seconds to wait before a call is forwarded to the next number in the list if the call is not answered.

·       Off – If you wish to temporarily disable forwarding to this follow-me number, check this option.

 

Add more numbers

 

6.      Click the disc_add Save icon to save the results of your work.

7.      Repeat steps 5-7 until all the desired follow-me numbers have been added.

This is similar to follow-me mode, but has a few extra options that allow you to route calls to SIP URI. For example, suppose you want to redirect your calls to SIP URI from 1 pm till 3 pm. To do this, follow the steps below:

 

1.      In the Help Desk section of the Admin-Index page, choose Account Info and search for the desired account.

2.      Go to the Service Configuration tab to enable forwarding:

o   Forward Mode – Specify Advanced Forwarding.

o   Default Answering Mode – Specify the method of processing incoming calls. Choose Forward only if you do not want the call to go to voicemail if not answered. Otherwise, choose Forward then voicemail here.

 

Advanced Forwarding Mode

 

3.      The additional Follow Me tab now appears on the screen. Choose this tab.

4.      Click  Add to add the number on which you want to receive forwarded calls.

5.      Enter the information needed. The fields are very similar to those for adding a follow-me number as described above.

6.      Below are additional fields that are not available when adding a follow-me number.

·       SIP Proxy – Select SIP proxies from the drop-down menu (the SIP proxies that are available for a certain customer should be specified in the Addressees field in the Incoming Calls section on the customer’s Service Configuration tab).

·       Transport Protocol - Enables you to choose the UDP or TCP transport protocol. You can use the TCP protocol instead of UDP for SIP communications for PBXs which do not support UDP.

·       Keep Original CLD – Check this option to ensure that the originally dialed number is present in the call information when forwarding a call to another account.

 

Add a mumber

 

7.      Click the disc_add Save icon to save the results of your work.

Simple Forwarding

The simplest type of forwarding is when you specify a single phone number to which all calls will be sent. For example, if you wish to redirect all your calls to 18185551219, use simple forwarding.

 

1.      In the Help Desk section of the Admin-Index page, choose Account Info and search for the desired account.

2.      Go to the Service Configuration tab to enable forwarding:

o   Forward Mode – Select Simple Forwarding.

o   Default Answering Mode – Specify Forward only or Forward then Voicemail if you want your calls to be forwarded to voicemail if not answered.

 

Simple forwarding

 

3.      Go to the Forward tab.

4.      Click  Add to add the number on which you want to receive forwarded calls.

5.      Enter the following information:

·       Forward To – The number you wish the calls to be forwarded to.

·       Timeout – Set how long the IP phone will ring before a call goes to voicemail (if Forward then voicemail is set in the Default Answering Mode field) or is disconnected.

·       Keep Original CLD – If this is checked, then the originally dialed number will be preserved during forwarding.

·       Calling Party Display – Choose one of the ways to display the caller’s info during forwarding (a detailed description of each option is given above).

·       Limit Simultaneous Calls To – Specify the allowed number of concurrent calls here. When an account tries to place a call beyond the allowed limit, it will be rejected.

 

Enter the forwarding information

 

6.      Click the disc_add Save icon.

... Define a Time Period Using the Wizard?

Using the period definition wizard, you can easily define the time period when a number (e.g. a follow-me number) will be active. If you want the number to be active permanently, click the Always button at the bottom of the Period Wizard page. Otherwise, define the desired period. The following example illustrates the process of creating a period that starts at 8pm and lasts until 8am the next morning on workdays.

 

1.      On the first page of the wizard, select 8 pm in the From box and 8 am in the Until box. Then click Next.

 

Define a time period using the wizard

 

2.      Select Workdays in the Day of week box and click Next to go to the next page.

 

Select the day of week

 

3.      Click Skip on the following two pages defining Day of month and Month.

 

Add days of the month

 

Add monthes

 

Finish

 

4.      Click Finish to complete the period definition. If you wish to set one more definition for this period, click Add another definition to this period.

… Enable End Users to Manage the Answering Mode via IVR?

This chapter demonstrates how to enable end users to choose a method for processing incoming calls using a special IVR.

Create an IVR Application and Associate an Access Number

Define which IVR application launches when an end user dials an access number to manage answering mode.

1.      In the http://www.portaone.com/resources/documentation/MR51/Prepaid_Services/Prepaid_Calling_Cards_(Using_a_PortaSIP_Media_Server)/image038.jpg Routing section of the PortaBilling® main page, choose IVR Applications.

2.      Click the add Add button.

 

Create Call forwarding management IVR

 

3.      Fill in the following fields:

·       Name – Type the desired name for the IVR application (e.g. Call forwarding).

·       Application type – Select Call forwarding management.

4.      Click the save_add Save icon on the left side of the row.

5.      Click on the application’s name to further configure this IVR application.

 

Check the IVR application

 

6.      To add an access number, click the https://demo.portaone.com:442/images/icons/add.gif Add button.

7.      In the Access Numbers field, type in the number to be dialed by an end user.

 

Add the access number

 

8.      Click the save_add Save icon on the left-hand side of the row.

Modify a Product

To allow end users to define a method of processing incoming calls by themselves, modify the service configuration within the product assigned to them.

1.        In the  Rating section of the PortaBilling® main page, choose Products.

2.        Click on the product’s name to enter the Edit Product screen.

3.        Select the Service Configuration tab.

4.        Click on the Incoming Calls section.

5.        Select Enabled for the Unified Messaging service feature.

 

Enable Unified Messaging

 

6.        Select the End-users check box for the Call Forwarding service feature.

 

Enable end users to manage the answering mode via IVR

 

NOTE: Enabling the End-users check box for Call Forwarding is mandatory to permit end users to modify how to process incoming calls via an IVR and their account self-care interface. To permit end users to modify the method for processing incoming calls only via an IVR, restrict them to accessing only the account self-care interface.

7.        Click save_close Save & Close.

... Configure Call Screening?

On the Call Screening page you can define and view a list of rules for handling incoming calls.

 

Let’s consider this example: during off-hours, the calls received to your extension from VIP partners need to be forwarded to your mobile phone. To configure this, perform the following steps:

1. In the Help Desk section of the Admin-Index page, choose Account Info and search for the desired account.

2. Go to the Service Configuration tab to enable call screening:

 

Configure call screening

 

3. Go to the Call Screening tab. To create a rule it is necessary to adjust the following filters:

·       From – Allows you to select a condition that is applicable to an incoming phone number (phone number of a person trying to contact you).

·       To – Allows you to select a condition applicable to a dialed phone number (one of your phone numbers).

·       Time Window – Allows you to select a condition applicable to the time when a call is made.

NOTE: From, To and Time Window are links. Click them to adjust the filters for callers, callees and a time framework, accordingly.

·       Action – Specifies which actions should be taken if a particular phone call satisfies the conditions for this rule.

·       Off – Allows you to temporarily disable a rule without actually deleting it (so it can be used later on).

 

4. Click on the From link and add the numbers of the calls that will be forwarded to your mobile phone.

 

Add the numbers of the calls that will be forwarded to your mobile phone

 

5. On the Caller’s Number Filters page click the Add button to add a new filter group.

 

Add a new filter group

 

6. Type the group’s name. In this case it is VIP partners.

7. Click the disc_add Save button.

 

 Save changes

 

8. Click the Add button to add phone numbers to this group.

NOTE: If you need to add a group of numbers that start with the same prefix, use the % character at the end to specify that the current string is the prefix.

Add phone numbers to the group

 

9. Click Wor2222 Save & Close.

10. Click the Close button to go back to the call screening page.

 

Close the caller's number filters page

 

Adjust the time framework

 

11. Click the Time Window link to adjust the time framework for when the rule will be applied. 

12. Type the name of the time filter. In this case it is Night&Weekend. Use the Period Wizard to adjust the time framework for the filter. Please refer to the How to ... define a time period using the wizard? section for detailed instructions about adjusting the Period Wizard.

13. Click WorA7F3 Save & Close.

 

Fill in the time info

 

Once the required filters are adjusted you can create the call screening rule.

 

1. Click the Add button to add the new rule.

2. Select the required filters from the lists:

·       From – Choose the VIP partners group;

·       To – Choose Any Callee;

·       Time Window – Choose the Night&Weekend filter;

·       Action – Choose Forward Only. Refer to the Simple Forwarding section of this document for instructions on how to configure forwarding to your mobile number.

 

3. Click Wor76A9 Save & Close.

 

Create the call screening rule

 

Repeat the previous steps to create more call screening rules if necessary.

... Create Extra DIDs as Aliases?

You can you use phone numbers (e.g. DIDs 12061234567, 18007778881 and 16041225504) to forward incoming calls to the main (IP PBX) account. To do that, add those numbers as aliases and leave the default value for the Allow Authentication parameter.

 

Create Aliases Manually

1.      Open the Account Info form for an existing account, and go to the Aliases tab:

 

Create Extra DIDs as aliases

 

Select the DID number

 

Save and close

 

2.      Click  Add to create a new alias for the current account.

3.      From the Alias Role list, select Phone line.

4.      Click the Alias ID link. You will see a pool of available DID numbers in the DID Number Select window.

5.      Click on a DID number to add it.

6.      Leave the Allow Authentication checkbox empty.

7.      Click save Save.

8.      Repeat steps 2-5 to add additional aliases.

9.      Click save_close Save & Close.

 

_Hint_Glasses TIP: You can associate the above-mentioned phone numbers to a single account (e.g. 44201234505) and then register those numbers on separate IP phones. This allows your users to make and receive outgoing and incoming calls. To do that, add those numbers as aliases and enable the Allow authentication parameter.

 

Generate Multiple Aliases

To create multiple aliases use the Alias Generator tool.

1.      Open the Account Info form for an existing account, and go to the Aliases tab:

 

Generate multiple aliases

 

2.      Click  Add to create a new alias for the current account.

3.      Click the Generate Aliases button.

 

Generate aliases

 

Fill in the aliases info

 

4.      Specify the generation parameters in the Alias Generator window:

·       Number of accounts – Number of aliases to be generated.

·       Allow Authentication / Registration – Leave this check box clear.

·       Generation Method – Select a DID Inventory option.

·       Pricing Batch – Select a corresponding pricing batch from the Pricing Batch menu.

·       If you wish, you can manually enter the starting DID or use the dialog box, e.g. if you want to make sure that the customer’s phone range starts with a “round” phone number such as 00, followed by 01, 02, etc.

5.      Click  Generate to initiate the alias generation process.

... Limit the Number of Concurrent Calls for a Specific Customer?

1.      In the Participants section of the Admin-Index page, choose Customers.

2.      On the Customer Management page, choose the specified customer.

3.      Click on the Screen385 Sites button.

4.      On the Customer Sites page, click  Add to create a customer site.

5.      Type a descriptive name of the site in the Site Name field and click Submit.

6.      Choose Yes from the Limit Simultaneous Calls list.

7.      Define the Max Number of Simultaneous Calls parameter to allow up to a specific number of concurrent calls for the accounts of this customer.

 

Limit the number of concurrent calls for a specific Customer

 

Define the parameters

 

8.      Click save_close Save & Close.

 

 

… Configure Extension Dialing Bypassing Menu Prompt?

By using the Bypass Menu Prompt to Dial Extension functionality, you can allow callers to dial a known extension once they hear the menu prompt. To do this, follow the steps below:

 

1.      Go to the Account Self-Care Portal.

2.      On the Auto Attendant page of the IP Centrex tab open the ROOT menu.

3.      On the General tab specify when the ROOT menu is active.

4.      Enable the Allow callers to dial a known extension directly option.

 

Dial extesion directly setup

 

5.      Adjusts the Interdigit timeout when entering an extension option value. This is the maximum number of seconds the system waits till a user dials the second and following digits of an extension.

6.      Click save_close Save.

 

Note that the enabled Allow callers to dial a known extension directly option disables the Dial Extension Directly menu action.

… Configure Immediate Redirect to Call Queues

This allows you to automatically place callers on the predefined call queue once a call to an auto attendant has been connected. To do this, follow the steps below:

 

1.      Go to the Account Self-Care Portal.

2.      On the Auto Attendant page of the IP Centrex tab open the ROOT menu.

3.      On the Actions tab select:

·       User Input – No input

·       Timeout – 0

·       Action – Queue “Name”.

 

 

Immediate redirect to call queues setup

 

4.      Click save_close Save.