Display name

Assigns a name to the extension

Mandatory field (for every target type), can be up to 50 characters.
Please note that the display name may not contain the following special characters: &$!?=|"{}.

The display name is not only used in the Admin portal. It’s also used in the following areas:

• It will be shown as the line presentation on the end-user phone that is using this extension (if the device used is a certified device)

• It will appear in the company phone directory

• It will be shown on phone displays when making or receiving internal calls (caller line information)

• It will be used when configuring function keys on devices (Busy Lamp Field, Intercom, etc.)

• It will be shown in call logs (e.g missed, outgoing or incoming calls)

Bear in mind that it might not be practical to set the display name to something too long that would not fit in the restricted space that is available on the display of telephone handsets. 

Extension (internal number)

Assigns an internal extension number.

It is a short number that an end user dials to make internal calls to colleagues or services. While present on all target types, it’s a mandatory field only on phone extension.

Extension numbers are assigned to targets and not to a person or a device. In turn, a phone extension target will be assigned to one or more devices.

The extension number length can be anything between 1 and 20 digits, although we would recommend a maximum of 6 digits.

The extension number must be exclusively comprised of digits between 0 and 9. Note that *(star) and # (hash) are not allowed, as these are used for special code dialling. 

Please note that an extension number cannot start with 0 (zero) or be 0. This is because 0 is the default external dialling prefix (or 9 in the UK and Ireland, where 9 is used as the external dialling prefix). 

Email address

Adds a valid email address (optional field).

The email address assigned to the extension is used for:

• setting up linked extensions

• sending notifications if there is a new voicemail message

Preferred outbound trunk (toggle)

Activates/deactivates the option to set the preferred outbound trunk for outgoing calls

Preferred outbound trunk

Selects the default trunk (default outside line) for outgoing calls

Ideally, the selected outbound trunk should match one of the inbound numbers configured for this extension.

Number signalling (CLIP/CLIR)

Selects the caller information displayed to the other party:

• Show whole number (CLIP, Caller Line ID Presentation): One of the DDI numbers configured for this extension. If the extension is configured with only one inbound number and the preferred outbound trunk is in the same DDI range, this inbound number will be shown. However, if the extension is configured with more than one DDI in the same range, than you have to specify which DDI should be shown.

• Show base number (CLIP): The first DDI number from the range of the preferred outbound trunk will be shown

• Hide number (CLIR, Caller Line ID Restriction): The number will be withheld, external parties will see the calls as anonymous

• Signal pilot (CLIP): Part of the number will be shown. For example, it is possible to dial 020794600 if the DDI number range is 020794600 (00–99). 020794600 is the signal pilot. Should the DDI number range not support this feature, the Show base number scenario will apply.

You can change your CLIR/CLIP settings using:

• Star codes

• XML menus on your phone handset (if supported by the device)

• DFN VoIP Centrex apps

Add configuration

Assigns one or more DDIs (inbound numbers)

1. Select a trunk (number range).

2. Select a DDI number from the trunk.
   Please note that you can add more than one DDI number.
   Please note that the range will show all the numbers, even those which have been assigned to another target (they have a target name underneath). In this case, the system will remove the number from the previous target and assign it to the target you are currently configuring.

3. Specify caller ID.
   Please note that if you add more than one DDI number but only want one number to be shown when making outbound calls, you can select which DDI number will be shown to external parties.

Add devices

Adds one or more devices to the phone extension

Please note that if there is only one device assigned to the extension, it will automatically become the primary device for this extension.

Remove other softphone devices when logging into a softphone

Unassigns all other softphones already assigned to the phone extension

When this option is enabled, it means that upon logging into a softphone device, all other softphones already assigned to the phone extension will be automatically unassigned.

This option is very useful when end users share PCs, and to avoid a phone extension reaching the maximum number of devices allowed by the license/subscription, just because end users are not properly logging out of their softphones.

Dial prefix

Selects the external line prefix that end users need to dial when making external calls

You can select between

• Default: The phone extension will inherit the dial prefix from the device the call is made from

• 0: Standard outside line prefix in most European countries

• 9: Standard outside line prefix in the UK and Ireland 

Language

 Selects the language

The default language is always set to German, and this can be changed based on your requirements.

You can also change the language in

• DFN VoIP Centrex apps

• User profile application

Time zone

Selects the time zone

You can inherit the time zone configuration from the tenant configuration or select a different time zone from the drop-down list. 

The time zone information is used for two purposes:

• The voice mailbox configuration ensures that the timestamp used by the voicemail system when announcing the date and time a message was left for this extension is in the correct time zone. Please note that end users will need to enable the “announce date/time” option on their voicemail. configuration for this option to work.

• In the call history lists in the DFN VoIP Centrex app suite.

Use TPS for outbound calls

Only available for the UK

Only enabled on the C account, not the K account level

Country for emergency calls (only applies to mobile site devices)

Only applicable to mobile sites

In the example here, there are only two options: Automatic and GB. This is because there is only one mobile site configured on this tenant (see Sites), and the country is set to GB. If a tenant has several mobile sites in different countries, they all appear in the drop-down list.

If you select the Automatic option, the system will derive the country from the default outbound trunk. In our example, there is only one trunk (hence it is the default outbound trunk), the geographical settings of which derive from the mobile site, which is set to GB.

PIN

Voicemail PIN; only accepts numerical values, min. 4 characters

Please note that all phone extensions must have a PIN and if you do not change it, it will be randomly assigned to you. The default PIN is random. Therefore, make sure to set your PIN and remember it, as there is no “Forgot PIN” function available in the system.

The PIN length depends on the minimum and maximum length settings configured under Tenant.

The voicemail PIN is used for more than just accessing voicemail. It’s also used to:

• Log in to the voicemail system to:

  • Retrieve voicemail messages (up to 99 voicemail messages can be retained with an individual message capacity of 180 seconds each)

  • Configure voicemail options via the phone, e.g. to change voicemail greetings

• Log in to a phone using the XML menu (hot-desking)

Announce caller ID

Activates/deactivates announcing the phone number (caller ID) of the person who has left a voicemail message on the phone extension mailbox

This is only used when the end user calls the voicemail system to retrieve voice messages. 

This setting can be changed in:

• The voicemail system mailbox options

• DFN VoIP Centrex apps

Announce date and time

Activates/deactivates announcing date and time the voicemail message was recorded and left on the phone extension mailbox

This is only used when the end user calls the voicemail system to retrieve voice messages. 

This setting can be changed in:

• The voicemail system mailbox options

• DFN VoIP Centrex apps

Send via email

Automatically sends an email with a recorded message attached as a WAV. file

Please note that for this setting to work, you have to have added a valid email address under General.

Please note that this setting can also be changed in the DFN VoIP Centrex apps.

Delete after sending

Only active if Send via email has been activated

Deletes the voicemail message from the system inbox once the email with the recorded message has been sent

Please note that the messages will be permanently deleted.

Please note that this setting can also be changed in the DFN VoIP Centrex apps.

‌Display voicemail transcription

‌Activates/deactivates automatic voicemail transcription for this extension

Please note that this setting can only be active if voicemail transcription has been activated for all the extensions of the tenant under Tenant > General > Voicemails, see Voicemails, Geographical settings and Call recording. If voicemail transcription has been activated at the tenant level, yet you do not want this particular extension to have it, you can deactivate it here.

Individual voicemail greetings

Allow you to customise the inbox messages for an inbound caller to the extension

For any of the four options to work, you need to upload an audio file with a maximum size of 7 MB in the MP3 or WAV format.

There are four inbox message types available:

• Always play this voicemail greeting: This is a temporary greeting, and it will override all other greeting options, even if they are toggled on

• Play voicemail greeting when busy: This is a busy voicemail greeting and will only be played if the phone extension is considered to be busy. 

  For the extension to be busy, all devices on the extension would have to return a busy signal when a call is sent to them, or the phone extension would have to have reached the maximum number of calls allowed per extension. For this to happen, one of the following conditions would have to be met:

  • The end user is already on a call, and call waiting is disabled on the phone extension configuration

  • Call waiting is enabled on the phone extension, and the end user has already reached the maximum number of concurrent calls, which is currently set to 5

    If none of the criteria above are met, the unavailable greeting will be played.

• Play voicemail greeting when unavailable: The unavailable greeting is played when a call is not answered, yet the extension is not deemed to be busy. With the exception of temporary greetings, this is the most played greeting type.

• Play name recording in system voicemail greetings: The name greeting is used in the absence of any other greeting. This option is meant for end users to record their name and nothing but their name (e.g. John Doe). The voicemail system will then automatically adapt to the situation and insert the recorded name into the message that is played to the caller.

Voicemail greetings are optional. If no greeting is recorded, the voicemail system will automatically play a standard message using the extension number information instead of the recorded name.

Signalled number on external call forwarding

Selects which phone number should be presented to the party that the incoming call is being transferred to

There are three options to choose from:

• Number of caller: This is the default setting. This option presents the phone number of the caller (internal or external) to the party the call is being transferred to.
  Please note that for calls that are being forwarded to an external number, this might also work, but not always, as the option is not supported by all the PSTN carriers. Furthermore, should the caller's number be withheld (anonymous), the DDI of the extension initiating the last call forward will be shown.

• Number of callee: This option presents the phone number that was called (internal extension number or DDI) to the party the call is transferred to. For example, an extension could be forwarding to another extension, which forwards to an external number. This option will ensure that the original number that was called will be passed through.

• Number of this extension: This option presents the phone number for the extension that is responsible for the last forwarding. It presents an internal extension number or a DDI if the call is forwarded externally.

CTI

Sets what type of CTI the extension has access to

Please note that this has to be enabled under Tenant.

There are the following options:

• no CTI

• nCTI Premium

• nCTI Premium CRM

• nCTI Standard Windows

• nCTI Standard CRM Windows

• nSTI Standard MAC

Cost centre

Assigns a cost centre to the extension; max. length is 50 characters

This option is useful for accounting purposes as it allows costs to be assigned to departments and cost centres.

Please note that the cost centre is not the same as the project code. 

Extension is a call centre agent (NMonitoring Queues)

Activates/deactivates monitoring this extension in NMonitoring Queues

Only visible if NMonitoring Queues is included in the tenant contract.

Allow recording (direct calls)

Selects if the user can record a call via a star code

Please note that this option is only available for direct calls and not queues, skill services etc.

There are the following options:

• Never

• On demand

The recordings will be sent to the configured email address.

Calling profile

Sets outbound call permissions

There are four options:

• Intern: The extension can only make calls to other extension numbers on the same customer account. It will not be able to make calls to DDI.

• Local: The extension can make internal and external calls to numbers that are in the same area code as the trunk used to make the call.

• National: The extension can make internal, local and national calls to numbers that are in the same area code as the trunk used to make the call.

• International: The extension can make internal, local, national and international calls.

Allow to access contacts

Activates/deactivates permission to access contacts under the tenant

Enable intercom

Activates/deactivates the intercom function on this phone extension

When activated, other extensions can dial this extension in the intercom mode. The intercom mode means that only the primary device of this extension will be called. Please note that devices that do not support this feature will ring until a call is manually answered.

Allow Ncontrol login

Activates/deactivates the usage of Ncontrol

This setting allows you to overwrite the default setting configured on this tenant.

Enable Click-to-Dial

Configures Click-to-Dial

There are three options:

• On

• Off

• Inherit tenant configuration

This setting allows you to overwrite the default setting configured on this tenant.

Request voicemail PIN for external calls

Activates/deactivates the request of the voicemail PIN input

Please note that not all devices support this feature.

Enable callback on busy/not available

Activates/deactivates callback on busy/not available

Please note that this option is only available for internal calls.

Number guessing

Defines how many digits you need to enter before the device starts to display matching numbers from the call history

Only available for desktop phones.

There are three options:

• Deactivated

• After 4 digits

• After 6 digits

This setting can be changed using the XML menu on the desktop phone.

Auto-dial timeout

Sets a delay in seconds before the call is automatically initiated after the number has been entered, but you did not press the send or call button

Only available for desktop phones.

There are five options:

• Deactivated (default). We recommend keeping this setting as the device might start dialling an incomplete number, for example.

• After 2 seconds

• After 5 seconds

• After 10 seconds

• After 15 seconds

This setting can be changed using the XML menu on the desktop phone.

Return call after failed transfer

Sets the timeout in seconds after which a transferred call that has not been answered is returned to the extension that has transferred the call

This setting is deactivated by default.

Call waiting indication

Activates/deactivates call waiting indication for this extension

When deactivated, and the extension is in a call, new incoming calls will follow the Busy call forwarding configuration. 

When activated, you will be informed that another call is waiting. If this second call is unanswered, it will follow the Not available call forwarding configuration.

Use different extension number for internal calls

Activates/deactivates the use of another target's extension number as the extension number for internal calls

Parallel ringing

Activates/deactivates parallel ringing

This option can be used to call another phone extension, external number or a contact simultaneously when a call comes in.

Hide phone extension in contacts

Activates/deactivates the option to hide the extension in the directory

Voice recording

Activates/deactivates voice recording

Please note that this setting is separate from the standard or on-demand voice recording feature. This recording option is available if you have a subscription or add-on, e.g. Neorecording.

Add skill

Adds the extension to a skill service

Please note that a phone extension can be a member of multiple skill services.

Active

Activates/deactivates the extension in the skill service

Skill levels

Sets the skill level of the extension in each skill service it is a member.

Logged in as agent for skill set

Activates/deactivates the option to log in to this phone extension to the skill set

Key

Specifies which physical button the key is assigned to

Please note that if you already have function keys configured, the system will suggest the next available number here.

Type

Selects the function key type

There are five options available:

• Intercom: Allows sending an announcement to an individual or a selected group of primary devices. 

• BLF (Busy Lamp Field): Allows for configuring an associated extension. When pressed, the button will show a visual indication of the target status, e.g. busy, away, or available.
  Please note that this option is only available for phone extensions and that the drop-down list uses your contacts.

• Service: Sets a quick dial into a target service from a drop-down menu. Please note that target services, e.g. group, queue or skills, need to be configured beforehand.

• Speed dial: Assigns an external number to a button. When pressed, the button will initiate a call to the configured number. Only available for external numbers.

• Function code: Assigns a function code (star code) to a button, for example, to access voicemail.

Target

Enters the function code for the function key

Name

Sets a name for the function key that will be shown on the device

Bear in mind that the space on the device to display a key name might be limited.

Display name

Assigns a name to the extension

Mandatory field (for every target type), can be up to 50 characters.

Extension (internal number)

Assigns an internal extension number.

Unlike for phone extensions, this field is not mandatory for an eFax extension and can be left blank.

Email address

Assigns an email address

An email address is required on all eFax extensions. This is the email the fax server will forward the faxes it has received to. Often this is a shared address or an email distribution list.

Make sure that the email address needs to be able to receive emails from external sources.

Custom header text

Adds a text to the fax header, which appears at the top of each page when sending a fax

Delete after sent

Activates/deactivates the deletion of an eFax from the fax server after it has been forwarded via email

Please note that if this option is activated, the faxes will be permanently deleted from the server.

T.30 tax identifier

Sets the fax identification shown on the recipient's fax display if it supports the T.30 standard

The maximum length for this field is 30 characters. If this field is left blank, the outbound caller line identification for this eFax extension will be used.

Display name    

Assigns a name to the conference.

Mandatory field, can be up to 50 characters.

The same rules apply as in Section Phone extensions. 

Extension    

Assigns an internal extension number.

Please note that assigning an extension number is not mandatory, so this field can be left blank.

Bear in mind that the extension number is also the conference room number.

If you decide to assign an extension number, bear in mind that the same rules apply as in Section Phone extensions.

Add configuration

Assigns one or more DDIs (inbound numbers) to the conference service

For more information, see External numbers (DDI).

Language

Selects the language for the conference service. Please note that the default language is set to German.

Play music 

Activates/deactivates the option to play music if there is only one participant present

Participant PIN

Sets a PIN to join the meeting.

Please note that the PIN is autogenerated and unique for each conference.

Signal join/leave

Plays the acoustic signal to other participants when a participant joins or leaves the conference.

Announce join/leave

Asks new participants for their names.

The names of new participants are then announced to the participants when they join or leave the conference.

Announce count

Informs about the number of people that are already connected to the conference room.

The announcement takes place after entering the PIN, but before being connected to the conference.

Permanently muted

Mutes all participants; only the host can talk.

Wait for host

When activated, locks all communication until a host joins the conference.

End on host leave

When activated, ends the conference when the last host leaves.

Bear in mind that if a host has joined the conference from their mobile phone and the connection is lost, the conference call will end and all the participants will be disconnected.

Display name

Assigns a name to the group.

Mandatory field, can be up to 50 characters.

The same rules apply as in Section Phone extensions. 

Extension

Assigns an internal extension number.

Please note that assigning an extension number is not mandatory, so this field can be left blank.

If you decide to assign an extension number, please bear in mind that the same rules and guidance apply here as for phone extensions, see Phone extensions. 

Pick-up group

Activates/deactivates the option for group members to answer their co-workers' calls.

When enabled, the group service will be a pick-up group as well as a ring group. Members of the group will be able to pick up calls for other phone extensions within that group, either using a function key or function code (star code 3 or 3 + extension number).

Redirect after timeout

Activates/deactivates redirecting a call after a specified timeout; optional setting.

The default value is 15.

The timeout delay is used to specify how long, in seconds, the telephone system will make the phone extensions that are members of that group ring. 

Most telephone handsets are configured with a hard timeout setting, upon which the phone will give up and reject the call (stop ringing). Note that this value depends on the handset manufacturer, so there is no guarantee that all phones will ring for the same length of time if you use different device manufacturers and models.

Bear in mind that, unlike other services, the ring group won’t try to deliver calls to the phone extensions again. It will only try once and give up.

Timeout (seconds)

Sets a timeout for the group after which the call is redirected.

Action on timeout

Selects an automatic action on timeout from a drop-down list

The options are

• Busy

• Hang up

• Forward to target

The action on timeout will be used when:

• The timeout has been reached, and the call hasn’t been answered by any group members

• All devices for all phone extensions have rejected the call. This could be because:

  • The call has been ringing for longer than the manufacturer's hard-coded timeout in the device

  • The device is not currently reachable (unregistered)

  • The device is on DND

Target

Selects a redirection target from a drop-down list.

Please note that you can redirect the call either to a phone extension or its voicemail.

Please note that you can only select an existing target from the drop-down list, and you won’t be able to set the destination to an external number. Should you need to do so, you will need to configure a phone extension with a default call forwarding configured to that external phone number and then select that phone extension as a destination.

Display name

Assigns a name to the queue.

Extension

Assigns an internal extension number.

Please note that assigning an extension number is not mandatory, so this field can be left blank.

If you decide to assign an extension number, please bear in mind that the same rules and guidance apply here as for phone extensions, see Phone extensions. 

Queue type

Selects the type of a queue, inbound or to monitor outbound calls.

The options are:

• Inbound queue

• Outbound call monitor. 

Please note that if you have selected Outbound call monitor, the next option, Priority, won't matter and will disappear.

Priority

Sets the value for priority (weight).

This setting allows you to prioritise queues. The default value is 0, which means no priority. You can set this value between 0 and 255.

Please remember that the higher the value, the higher the priority. For example, a queue with the value of 1 has priority over a queue with the value of 0.

Please note that this is a way to prioritise a queue above other queues and not a way to prioritise calls.

Device status

Agent availability

Primary device is on a call

Not available

Primary cevice is ringing

Not available

Primary device is dialling a call, but has not yet placed it

Available

Device other than primary is on a call

Available

Primary device is on DND

Available

Primary device is not registered

Available

Queue timeout

Activates/deactivates queue timeout to determine how long, in seconds, a call stays in the queue

Timeout

Sets a time in seconds for how long a call stays in the queue

The default is 30. The maximum value is 9,999 seconds (2 hours 46 minutes and 39 seconds).

Action on timeout

Selects an automatic action on timeout from a drop-down list.

The options are:

• Busy

• Hang up

• Forward to target

• The default configuration is Busy.

The action on timeout will be used when:

• The timeout has been reached, and the call hasn’t been answered by any agents.

Target

Selects a redirection target from a drop-down list.

Please note that you can only select an existing target from the drop-down list, and you won’t be able to set the destination to an external number.

Action when no agent is subscribed

Determines what happens if a call enters a queue with no agents within the queue.

The options are:

• Busy

• Hang up

• Forward to target

• Accept the call to the queue anyway

The default value is Accept call to the queue anyway. This means that the callers can start queueing even if no agents are logged into the queue. We recommend setting this to another option. Please note that if this option is enabled and an agent is part of the queue but is not available, this setting will be ignored.

Initial announcement

Selects an initial announcement to be played when a caller joins the queue.

If configured, the announcement will be played once and only once.

You can select an announcement from a drop-down list.

Please note that

• The announcement will be played whole and cannot be interrupted.

• The ACD won’t try to find an available member to distribute the call to until the whole announcement has finished playing.

Periodic announcement

Selects a periodic announcement to be played when a caller is on hold.

You can select an announcement from a drop-down list.

Delay (seconds)

Specifies the interval in seconds between periodic announcements.

The default value is 30.

Bear in mind that the periodic announcement interval needs to be set to a greater value than the announcement duration. Setting an interval value that is less than the announcement duration might break the queue, meaning that callers are unable to join.

Queue position

Activates/deactivates announcing the position of a call in the queue.

Delay (seconds)

Specifies the interval (in seconds) at which the callers will hear a message informing them of their position in the queue.

The default value is 30. The maximum value is 999.

Music on hold

Selects what the caller will hear when in the queue.

The options are:

• Default music on hold for the tenant

• Ringing tone

• Custom

Custom music on hold

Selects an announcement of the type Music on hold.

Selection strategy

Selects a strategy for an incoming call to be distributed to an agent.

You can select a strategy from a drop-down list. The options are:

• Ring all: The ACD will call all agents seen as available. If an agent becomes available after the distribution started, the ACD will not attempt to distribute the call to this agent. It will, however, start distributing the next call waiting in the queue to all available agents at that time.

  We recommend avoiding using this strategy on queues with more than a few members, as waiting time with this strategy tends to be longer than with other strategies.

• Round robin: The round robin strategy will distribute the first call in the rotation to the first agent in the list, then the second, etc. Subsequent calls will be distributed to the agent in the list after the last one who answered.

• Random: The ACD will pick a member at random.

• Longest idle: The ACD will select the member that has received a call from this queue the longest time ago.

• Least used: The ACD will look for the member who has answered the least number of calls for this queue.

Activate timeout per agent (seconds)

Specifies the time how long, in seconds, ACD will make the primary device of the agent ring before pulling the call back into the queue, ready to be distributed again (can only be configured when selecting Round robin or Random).

The default value is 30.

Delay the next call after agent timeout (seconds)

Specifies the time in seconds to hold the call in the queue before trying to connect it to another available agent.

The default value is 30.

Activate wrap-up time per agent (seconds)

Specifies the time required by an agent after a call has ended to complete any work directly associated with the call.

Wrap-up time (seconds)

Specifies the wrap-up time in seconds.

The default value is 60.

Hold duration

Activates/deactivates a message indicating how long the call has been in the queue for.

Please note that the caller will be connected only once the agent has heard this message.

Announcement to agent

When activated, plays the selected announcement to agents before connecting the caller to them.

For example, this announcement can be used to inform the agent about which queue/service the caller came from.

Please note that it only draws from the pool of General announcements.

Display name

Assigns a name to the IVR.

Mandatory field, can be up to 50 characters.

The same rules apply as in Section Phone extensions. 

Extension

Assigns an internal extension number.

Please note that assigning an extension number is not mandatory, so this field can be left blank.

If you decide to assign an extension number, bear in mind that the same rules apply as in Section Phone extensions. 

Play announcement

Activates selecting the announcement.

You can configure only one announcement, which will be played when a caller joins the service.

Announcement

Selects the announcement which will be played when a caller joins the service.

Please note that this can only be a general announcement, not music on hold.

Bear in mind that although the field is not mandatory, you should always select an announcement to be played by the IVR service; otherwise, the DFN cloud telephone system will answer the call but won’t play any audio, which could be very confusing to the caller and lead to complaints.

Maximum number of digits

Selects the maximum number of digits (between 1 and 10) for this IVR service.

Unlike with some other telephony systems, the DFN IVR service allows you to configure key assignments to options that have more than one digit.

The default option is 1, which means that the IVR will expect the caller to type in one digit before starting to look for a destination to forward the call to.

The maximum value for this field is 10, which means that the system would either start looking for a destination once the caller has entered 10 digits on their keypad, or will wait for about 5 seconds after the first digit is entered before checking if the destination is configured.

Please note that this setting works in conjunction with Forward call to extension.

Forward call to extension

Activates / deactivates forwarding a call to an extension.

If activated: If the entered number does not match any of the existing caller response options, the number will be used as an extension number, and the call will be forwarded to the extension.

Add caller response options

Adds a caller response option.

You need to configure the following two options:

1. Caller response: Desired input or response from the caller.

2. The destination where the call will be forwarded to after the caller has entered the correct sequence defined in Step 1.

To add a caller response option:

1. Add a Caller response option. Please note that you can add a number that is smaller than or equal to the maximum number of digits. For example, if you set the maximum number of digits to 1, you can only add one digit to a caller response option. If you set the maximum number of digits to 3, you can add between 1 and 3 digits.
   Please note that the sequence can be 1 to 10 digits and should only include numbers from 1 to 9.
   You can also use the * or # signs, but only on their own, not in combination with numbers. For example, #100 is not possible.

2. Select the action for the caller response options between:
   • Hang up
   • Repeat: Repeats the option given by the IVR.
   • Retrieve voicemails: The system will repeat the announcement from the beginning until the caller responds or hangs up.
   • Forward to target: Please note that you can only select an existing target from the drop-down list and won't be able to set the destination to an external number.

Timeout

Activates/deactivates an automatic action when a caller has not entered any response option.

Timeout (seconds)

Specifies the interval (in seconds, between 1 and 999) after which the action on timeout will take place.

The default value is 15. The maximum value is 999.

Please note that the timeout will only kick in once the announcement has fully played. That means, if the announcement is 15 seconds and the timeout is set to 5, the IVR won't initiate the action on timeout until after 20 seconds.

Action on timeout

Selects an automatic action on timeout.

Action on timeout will be used after the announcement has been fully played, the timeout in seconds has expired, and

• the caller has not entered any digits on their phone keypad,
  or

• the number sequence entered by the caller is not valid, and the timeout timer is reset.

Target

Selects a target to which the call will be forwarded.

The options are:

• Busy

• Hang up

• Repeat

• Forward to target: Please note that you can only select an existing target from the drop-down list, and you won't be able to set the destination to an external number.

Display name

Assigns a name to the Time Control service.

Mandatory field, can be up to 50 characters.

The same rules apply as in Section Phone extensions. 

Extension

Assigns an internal extension number.

Please note that assigning an extension number is not mandatory, so this field can be left blank.

If you decide to assign an extension number, bear in mind that the same rules apply as in Section Phone extensions. 

Time zone

Selects the time zone for the Time Control service

You can inherit the time zone configuration from the tenant configuration or select a different time zone from the drop-down list.

From weekday

Selects the starting day for the period during which calls will be routed according to the defined action if within the time interval

To weekday

Selects the ending day for the period during which calls will be routed according to the defined action if within the time interval

Please note that From weekday and To weekday are a range rather than individual settings.

Start time on each day

Selects the start time on each day for the period during which calls will be routed according to the defined action if within the time interval

End time on each day

Selects the end time on each day for the period during which calls will be routed according to the defined action if within the time interval

Please note that the start and end time apply to each day individually. For example, if you set the From weekday to Monday and To weekday to Tuesday, and Start time to 8:00 and End time to 18:00, then the days and times will be Monday 8.00 to 18:00 and Tuesday 8:00 to 18:00.

Action if within time intervals

Selects an action if a call happens within the selected time interval

The options are:

• Busy

• Hang up

• Forward to target: Please note that you can only select an existing target from the drop-down list and won't be able to set the destination to an external number.

Action if outside time intervals

Selects an action if a call happens outside the selected time interval

The options are:

• Busy

• Hang up

  • Forward to target: Please note that you can only select an existing target from the drop-down list and won't be able to set the destination to an external number.

Bypass time evaluation

Activates / deactivates to bypass the time evaluation and forward the call directly to the selected target

Optional setting, only applies to the time range, not the day range. That means that the service will ignore the set time range and will only evaluate the day range.

You select which action takes place, which is inherited from the earlier configuration.

The options are: 

• Target if within time interval (for example, all calls will be forwarded to the selected target between 8:00 and 18:00)

• Target if outside time interval (for example, all calls will be forwarded to the selected target when a call comes earlier than 8:00 and later than 18:00)

Add date

Adds a single date or a date range when calls are permanently forwarded

Please note that when a date range is added, the portal will automatically convert it into individual date ranges.

Action

Selects an action that is performed on the selected date/date range

The options are:

• Forward to 'if within time interval'

• Forward to 'if outside time interval'

Name

Assigns a name to the announcement

Mandatory field, can be up to 50 characters.

The same rules apply as in Section Phone extensions. 

Type

Selects the announcement type

The options are:

• General announcement: Messages to help callers navigate through the telephony system. For example, it can be an initial announcement to inform the caller that they are in a queue, of their position in the queue, etc.
  Please note that this type is generally an audio message and not music.

• Music on hold: Music played while a caller is on hold. This is a general Music on hold type and can be used for any service configuration.

• Music on hold (queue): Music on hold is configurable for a queue service only.

• Music on hold (skill): Music on hold is configurable for a skill service only.

Audio file

Uploads an audio file

Please note that only MP3 and WAV files are supported, and the maximum file size is 7 MB.

Bear in mind that you can replace the audio file when editing an already existing announcement.

Full name

Assigns a name to the contact

Phone number

Assigns a phone number to the contact

Please note that phone numbers must be entered using the Microsoft notation, i.e. country code, area code and the subscriber number.

Private mode

Activates / deactivates the visibility limitation of a contact

When deactivated, the contact will be visible for all extensions. When activated, it will be searcheable only by the extensions set in the exception list.

Edit exception list

Adds / removes extensions