phone.systems™ Description

phone.systems™ is a fully-featured, cloud-based virtual PBX that is specifically designed to interconnect with any service provider. There is no special hardware to purchase and maintain, and phone.systems™ is compatible with all landlines, mobile phones and computers, SIP devices and multi-line desktop phones. Multiple users, remote offices and telecommuters become part of a highly flexible, scalable and cost-effective phone system, supported by essential PBX services such as voice menus, voicemail to email, conferencing, time and caller routing, internal extensions and more.

The user interface for phone.systems™ is specifically designed for simplicity and ease-of-use. No special training or expertise is required, and voice systems are instantaneously activated as call flows are configured via an intuitive, drag-and-drop graphical web interface. In addition, separate instances of phone.systems™ may be simply and securely interconnected wherever they are in the world via the Interlink feature, allowing remote offices and users to behave as a single telephone network.

phone.systems™ is applicable for both business and personal use, and configurations cover a wide range of applications from simple home use through to complex, multi-branch voice systems.

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Feature List Overview

phone.systems™ includes the following features:

PBX and call management

  • Internal numbers - extension numbers that are directly accessible to system users.
  • Ring groups - redirect incoming external or internal calls to different destinations included in the ring (or hunt) group.
  • Voice menus - automated attendant system or Interactive Voice Response allows callers to listen to a recording and navigate to different destinations using their dial pad.
  • Audio playback - play customized audio messages to callers.
  • Conference calling - multiple callers can partake in a conference call.
  • Voicemail - a mailbox in which callers may leave voice messages, which are then sent to a specified email address.
  • Call recording​ - calls are recorded, including for SIP line and SIM card contact methods (if applicable), with the call contents being sent to a predefined email address or a third party cloud account.
  • Caller blacklists - block incoming calls received on specific phone numbers.
  • Call queuing - place incoming calls in a queue before passing those calls to queue members.
  • Time routing​ - incoming calls are forwarded to different destinations, according to the day and time of the call.
  • Caller routing​ - incoming calls are forwarded to different destinations, depending on the originating phone number.
  • Event notifications - users receive alerts via email when specified events occur.
  • Configurable feature codes​​ - for accessing system functions such as call transfers and call pickup directly from the phone.
  • Call forwarding options​ - forward incoming calls to any phone number or VoIP destination.

User interface, system management and special features

  • Graphical user interface - call flows are configured via an easy-to-use, intuitive, drag-and-drop graphical web interface.
  • Remote management - system management is achieved via a web-based interface, accessible from anywhere in the world.
  • Instant activation - voice configurations are instantaneously activated as they are graphically assembled, providing an immediate access to the voice system.
  • Built-in contact center - for managing contacts and contact methods used by phone.systems™.
  • Built-in media center - for uploading audio files, recording messages and managing playlists that are used by phone.systems™.
  • Receive calls on one or many phone numbers - add phone numbers used for inbound calling directly from the management interface.
  • SIP trunk configuration​ - Add and configure inbound and outbound SIP trunks directly from the management interface.
  • Call logs - access to detailed call history, with optional date filters.
  • Call statistics - access to detailed call statistics and charts.
  • Interconnect multiple instances of phone.systems​™​ - unify remote offices into a single phone network with free internal calls using the secure Interlink​ feature.
  • Multi-language support - for global applications of phone.systems™.
  • Third-party compatibility - the ​phone.systems™ platform is specifically designed to seamlessly interconnect with any SIP-standard compatible VoIP service provider, hardware or software.
  • Integrated call.center​™ SIP softphone - optional iOS, Android, Windows and MacOS compatible softphone, including a secure management portal.
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Using the phone.systems™ Control Panel

phone.systems™ is quickly and easily configured via a graphical web interface, with drag-and-drop objects being connected together to define the call flows and the functionality of the PBX.

The components used in building phone.systems™ applications are as follows:

  • Object - there are a number of different objects, with each object performing a specified PBX function such as voicemail, time routing or conferencing.
  • Menu - a menu listing the various objects that are used in building the call flow, as well as providing access to supplementary configuration menus.
  • Workspace - an area where the objects are placed and the call flows assembled.
  • Workspace Tab Menu - for displaying the different pages of the PBX workspace.
  • Trash - for removing objects from the workspace.
  • Cables - used to logically connect objects together to define call flows.

The initial phone.systems™ configuration screen consists of four main components: the center Workspace where the PBX logic is assembled, the main Menu on the left-hand side of the screen, the Workspace Tab Menu along the top of the screen, and Trash in the lower right-hand corner.

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Menu

The menu serves as a listing of the various objects that may be used in setting up the PBX, and also provides access to additional configuration menus. Note that this menu may be minimized to create a larger workspace by clicking on the icon at the top of that menu. In addition, clicking on the button opens an additional Settings menu that includes options for configuring contacts, editing media content, adding inbound trunks and phone numbers, setting up Interlinks and more.

The options for the Settings menu are:

  • General Settings - Select the language for the phone.systems™ menus, with the options being English, Russian, Lithuanian and Latvian. Also, choose the time zone that is applicable for time-stamping of call records and time routing of incoming calls.
  • Contact Center - Add and edit contacts and contact methods that will be used by the various phone.systems™ objects menu. See the section Using the Contact Center for further details.
  • Interlink - Multiple instances of phone.systems™ may be securely interconnected via the Interlink feature. Users are able to directly and transparently dial out to internal numbers on other phone.systems™ accounts, just as if they were on the same PBX system. To connect to another phone.systems™ account, follow the on-screen instructions to generate an Interlink Authorization Key, and then provide this code to the administrator of the remote system to complete the connection. Alternatively, the Interlink Authorization Key that has been supplied by the administrator of the remote phone.systems™ may be entered.
  • Internal Numbers - Display a list of all the currently configured Internal Numbers (extensions), together with the names of the objects that these numbers are connected to.
  • Call Logs - Display CDRs (Call Detail Records) and call usage charts. CDRs may be selected according to the call direction (inbound or outbound), and filters such as the source and destination phone numbers, gateway, call contact or date range may be applied.
  • Media Center - Upload files, record messages and create, modify and delete playlists that are used by phone.systems™. Playlists consist of pre-recorded music, commercials or any other messages that may be played to the caller while they wait for their call to be answered. See the section Using the Media Center for further details.
  • Feature Codes - Configure phone system feature codes such as for DTMF transfers, call pickup and "record on demand".
  • Delivery Methods - List and configure methods that may be used for the delivery of audio and text files generated by phone.systemsTM. These files include voicemail and notification messages, as well as the contents of recorded calls. Delivery method options are Email, Dropbox, FTP and Google Drive. See the section Adding and Configuring Delivery Methods for further details.
  • Outbound Trunks (if enabled) - Configure the routes and gateways for outbound SIP trunks to be used by phone.systems™. See the section Configuring Outbound Trunks for further details.
  • Incoming Trunks (if enabled) - Configure inbound SIP trunks to be used by phone.systems™. See the section Configuring Incoming Trunks for further details.
  • Phone Numbers - Add and manage phone numbers that are used for inbound calling and for displaying as a caller ID when making outbound calls on SIP devices.
  • call.center (if enabled) - Configure and manage call.center™ SIP-based softphones apps that are integrated with phone.systems™.
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Workspace

The workspace is used to assemble call flows. Objects are dragged from the menu onto the workspace, configured and then logically connected via "cables" to build the required voice system.

To select an object, position the mouse over the required object in the menu. Drag that object from the menu over the workspace, and release it where required.

Once objects have been positioned on the workspace, a configuration dialog box will be automatically opened on the right-hand side of the workspace. All required fields must be completed, and then the object is saved onto the workspace by pressing the button.

Objects that have been positioned on the workspace may be dragged and re-positioned as required.

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Workspace Tab Menu

phone.systems™ allows the user to segment a voice system into logical groups and functions that may be arranged over multiple workspace pages. This feature is very useful when building complex voice systems, such as a PBX for a multi-branch business. The various workspace pages are accessed via the tabs on the Workspace Tab Menu, and tabs may be added, deleted or repositioned as required. In addition, the tabs may be labeled so as to define the functionality of each workspace page. Note that when phone.systems™ is initially activated, there is a single tab denoted as Default. This tab may be renamed, but cannot be deleted.

A new workspace page may be added by clicking on the icon at the top right-hand edge of the Workspace Tab Menu.

A window is opened in which the name of the new tab must be entered, and the Tab Menu is updated by clicking on the button.

A new, blank workspace is created, and is accessed by selecting the tab.

Placing the mouse over a tab name displays two icons, and . The name of the tab may be changed by clicking on the icon, which opens a tab configuration window. Clicking on the icon deletes the tab. Note that a tab and associated workspace page cannot be deleted if there are phone.systems™ objects on that page.

Tab positions may be changed within the Workspace Tab Menu by "dragging" tags horizontally along the tag listing bar.

More information regarding the usage of multiple workspaces is detailed in the section The Workspace Tab Menu and Multiple Pages.

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Trash

Trash allows the user to delete objects that have been previously placed on the workspace. To delete an object, drag that object over the trash and then release it.

Note that a counter of the number of items currently in the trash is displayed (in this case 2 objects)

Clicking on the trash allows users to view items that had previously placed in the bin.

The trash has a recycle facility, where trashed items may be recovered by simply selecting the objects and dragging them back onto the workspace.

The button serves to permanently delete all objects that are currently in the trash. Note that the trash is automatically emptied on logout, and deleted items may not be recovered on the next login.

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Objects

There are number of different types of objects, each performing a specified function or set of functions. These objects may be arranged and inter-connected in a wide variety of combinations, with calls being passed from one object to another as required.

Objects are dragged from the menu onto the workspace, and once an object has been added to the workspace, it must be configured. Configuration options for all objects are specified in the section Object Configuration.

Each object has either one or two sockets which are shown as small protrusions on the left and/or right-hand sides of the object. These sockets are used for connecting the objects together via cables.

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Cables

Cables are used to logically interconnect the objects that have been placed in the workspace area, thereby defining the call flows and the functionality of the PBX.

To create a cable, place the mouse over the right-hand socket of an object, and use the mouse to "drag" a cable from that socket towards the left-hand socket of the destination object.

Once the end of the cable is over the left-hand socket of the destination object, release the cable and the two objects will be logically connected as required.

IMPORTANT - phone.systems™ includes an intelligent cabling configuration assistant that serves to simplify the connection logic between objects by indicating possible cable attachment points. In the figure below, once a cable has been generated from the Phone Number object, all valid connection options on the workspace are shown by the available objects having their left-hand sockets colored green. The cable may be connected to any one of these sockets.

To remove a cable and logically disconnect two objects, place the mouse pointer over that cable until the "delete cable" icon appears in the center of the cable. Click on that icon to complete the removal of the cable.

In some cases, multiple cables may be generated from the exit (right-hand) socket of an object, and these cables are connected to various objects as required by the call flow. For example, when configuring a voice menu, there are three different logical options for the cables that are generated from the right-hand side of this object:

  • Calls are forwarded to objects according to the extension number entered by the caller.

  • Calls are forwarded to a specific object if the caller enters an invalid extension number.

  • Calls are forwarded to a specific object if the caller does not enter an extension number within a defined timeout period.

In the illustration below showing the cabling from a Voice Menu object, once the voice message has been played to the incoming caller, if the caller presses “100” then the call will be forwarded to the sales ring group, and if “200” is pressed, then the call will be forwarded to the support ring group. Invalid extension and timeout conditions (denoted as i and t respectively on the cables) are forwarded to specified Audio Playback objects where appropriate messages are played to the caller.

Note that the allocated extension numbers may be changed by clicking on the configured number displayed on the cable. A configuration dialog window is opened, and a new extension number may be entered.

Similarly, when using Time Router or Caller Routing objects, the two cables exiting the right-hand side of the routing object form part of the “Yes/No” decision logic. For example, for a Time Router object, the “Yes” option defines the routing of calls if those calls are received within the configured day/time interval, and the “No” option defines routing in the case of a time period match failure.

In the illustration below using a Time Routing object, if the incoming call is received within the configured day/time parameters, then the call will be forwarded to Sales. Otherwise, the call will be forwarded to an Audio Playback object where a pre-recorded "after-hours" message is played to the caller.

It is important to note that if a cable is not connected to the right-hand side of an object, then the call will be terminated if the PBX logic attempts to pass that call to adjacent objects. For example, in the illustration below, an incoming call is forwarded to an Audio Playback object where a message is played to the caller. Because the right-hand side of the Audio Playback object does not have a cable connected to another object, the call will be terminated as soon as that message has been played.

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Object Configuration

Once an object is dragged from the menu and released onto the workspace, a configuration dialog box is automatically opened. Each object has a specific set of configuration requirements, and the object will only be usable once the configuration has been successfully completed. Note that if the user chooses not to configure the object but instead selects , then that object will be removed from the workspace.

Once an object has been configured, then clicking on that object will display selected configuration details. For example, clicking on the Conference Room object expands that object, showing the required participation PIN code.

In addition, the configuration of an object may be modified by clicking on the icon on the right-hand side of that object.

The functions and configuration options for the different types of objects are detailed below.

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Phone Number

The Phone Number object is configured with a phone number on which incoming calls are to be received.

The information to be entered for this object is:

  • The name of the Phone Number object. This aids in identifying this number on the workspace, for example, "Toll-Free London".

  • The virtual number, which may be selected from a list of previously added, unused phone numbers. In addition, a new number may be entered by selecting the option.

    Phone numbers are entered in E.164 format:

    <CountryCode> <City/AreaCode> <LocalNumber>

    The country code is 1-3 digits long, while the length of the city/area code and local number may vary. Some examples of phone numbers in E.164 are 14162223333 for Toronto, Canada and 60321345678 for Kuala Lumpur, Malaysia.

    A specified phone number may only be allocated to a single Phone Number object, and may not be reused by other such objects.

    Note that phone numbers may be added and deleted by using the option under the Settings menu.

A simple usage example of the Phone Number object is shown below, where incoming calls from a toll-free London phone number are forwarded to the sales department ring group. Note that the appropriate country flag is displayed on the Phone Number object.

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Internal Number

The Internal Number object is used for internal dialing as an extension number. This facility allows users to call each other directly and to reach selected objects (such as Conference and Voice Menu objects) via internally-assigned extension numbers. Note that one Internal Number object must be created for each internal extension required, and extension numbers cannot be duplicated on multiple Internal Number objects.

Internal numbers may be made accessible to other instances of phone.systems™ that are interconnected via the Interlink feature. In addition, internal numbers are optionally used as internal caller IDs by SIP devices when making outbound calls to other extensions within the phone.systems™ network.

The information to be entered for this object is:

  • The name of the Internal Number object, for example, "Conference Internal Number".

  • An internal number (extension number) that will be used for internal dialing (1 to 4 digits).

  • The option to make this internal number private (accessible only to this instance of phone.systems™), or public (accessible to other instances of phone.systems™ via the Interlink feature). By default, internal numbers are public.

A simple usage example of the Internal Number object is shown below, where an internal extension number is dialed by phone.systems™ users to access the company's conferencing facility.

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Ring Group

The Ring Group object redirecs incoming external or internal calls to be to different destinations included in the ring (or hunt) group. These destinations consist of contacts, such as people, departments and their various contact methods, such as phone numbers (landline or mobile) and VoIP connections.

Multiple contacts and contact methods may be included as call destinations within a single Ring Group object, and the ring times and ring sequences for the selected contacts/contact methods are fully configurable. If the first contact/contact method is busy or remains unanswered for the set time period, the call is passed to the next device, and so on through the list of contact methods. Alternatively, all destinations in the ring group may be configured to ring simultaneously.

The contacts and their various contact methods to be used by Ring Group objects may be either configured when assembling the ring group, or may be pre-configured using the Contact Center found under the Settings menu (see the section Using the Contact Center for further details).

The Ring Group object includes the ability to configure playlists as both "music-on-hold" and "music-ringback-tone"" , so that pre-recorded music, messages, commercials or any other audio clips may be played to callers.

The information to be entered for this object is:

  • The name of the Ring Group object, for example "Sales Ring Group".

  • Contacts, defining a ring destination or multiple ring destinations to which incoming calls will be forwarded. Each ring destination consists of a contact and an associated contact method, and may be directly configured from the Ring Group object or may be pre-configured by using the Contact Center. The section Using the Contact Center provides full details on how to configure contacts and contact methods.

    Selecting allows the user to add a ring destination from a drop-down menu of pre-configured contacts and their associated contact methods. Alternatively, a new contact may be added by selecting .

Once the ring destinations have been added to the Ring Group object, the ring times and, if applicable, the ring sequences may be configured. The ring times for each contact method are shown on a 60 second timeline bar, and each contact method may be placed as required along the timeline bar. This is achieved by positioning the mouse over the selected contact method, and then "dragging" the contact method along the timeline bar to the required position. Note that at least one of the contact methods must have a ring time starting at the zero second mark.

In addition, the ring start and end times for each contact method may be changed by "stretching" or "shrinking" that contact method. To do this, place the mouse over the left or right-hand edge of the contact method, and re-size that contact method by "dragging" the mouse in a left or right-hand direction as required.

The tab is used to include media as both "music-on-hold" and "ringback tone" playlists. This allows pre-recorded music, messages, commercials or any other audio clips to be played to callers before their call is answered (ringback tone), or while an active call is put on hold (music-on-hold). The section Using the Media Center provides full details on how to configure and manage media files.

It should be noted that playlists must be pre-configured in the Media Center before adding objects to the workspace such as Ring Groups, which may include the use of these audio files.

The only cable exiting the Ring Group object is for a “timeout” condition, defining the path if that call is not answered within the maximum configured ring time.

A simple usage example of the Ring Group object is shown below, where an incoming call is directed to the Sales Ring Group. If the call is unanswered within the maximum configured ring time, then that call is forwarded to voicemail.

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Voice Menu

The Voice Menu object is used for implementing an IVR (Interactive Voice Response) or automated attendant system, allowing callers to listen to a recording and navigate to different destinations using their dial pad. This objects plays the role of a receptionist, and includes the ability to play key messages and pass information to callers.

On receiving an incoming call, the Voice Menu plays an audio message, prompting the caller to enter an extension number. The call is then passed to the connecting object with the matching extension number. Logic is included so that erroneously entered extensions or caller-entry timeouts may be properly handled.

The information to be entered for this object is:

  • The name of the Voice Menu object, for example, "Sales Voice Menu"

  • An audio file that may be uploaded from a local drive (in .mp3/.wav/.flac/.ogg format), may be recorded directly, or may be selected from files/playlists previously uploaded into the phone.systems™ Media Center (see Section "Using the Media Center"). Typically this audio message would include information pertaining to extension numbers that are to be entered by the caller on their dial pad in order to connect with people or departments.

  • A timeout (maximum 2 minutes), defining the time that the caller has to enter an extension number using their dial pad. This timer starts immediately after the audio message has been played and if it expires, then the call is forwarded according to the "Reached the timeout limit" logic as described below. The timeout value is changed by positioning the mouse over the right-hand edge of the timeout bar, and then "dragging" the edge in a left or right direction to change its setting. Note that if this timeout is set to zero, then the audio message is immediately replayed on reaching the timeout limit.

It is important to note that cables exiting from the right-hand socket of the Voice Menu object serve three possible functions:

  • Extension - The cable forwards incoming calls to the appropriate object in response to a valid extension number entered by the caller.

  • IVR invalid selection - The cable forwards incoming calls to a specified object (such as an Audio Playback object) if the caller enters an invalid extension number.

  • Reached the timeout limit - The cable forwards incoming calls to a specified object (such as an Audio Playback object) if the caller does not enter an extension number within the defined timeout period. If no "Reached the timeout limit" forwarding has been defined, then the audio message is immediately replayed if the timeout limit is reached.

When a cable is generated from a Voice Menu object and is connected to another object, a configuration menu is automatically displayed, prompting the user to select the Connection type ("Extension", "IVR invalid choice" or "Reached the timeout limit") for that cable.

If a Connection type "Extension" is selected, an extension number must be entered to match the instructions in the voice message that is played to the caller. This extension number will be displayed on the cable that connects the Voice Menu object to the adjacent object.

In the usage example of the Voice Menu object shown below, a voice message is played to the caller, with the instructions “Press 100 for sales, and 200 for support". If the caller presses “100”, then the call will be forwarded to the sales ring group, and if “200” is pressed, then the call will be forwarded to the support ring group. Invalid extension and timeout conditions are forwarded to specified Audio Playback objects where appropriate messages are played to the caller.

Extension numbers may be changed by clicking on the configured number displayed on the cable. A configuration dialog window will be opened, and a new extension number may be entered.

It should be noted that in the case where the caller enters an invalid extension number or a timeout occurs, the call may be "looped" back to the Voice Menu object. This will cause the instructions regarding valid extension numbers to be replayed to the caller, and the caller will have an additional opportunity to contact the desired party. In the illustration below, calls generating error conditions are forwarded to Audio Playback objects where specified messages are played to the caller (for example, a message "You have entered an invalid extension number"). On completion of this audio playback, the call is returned to the Voice Menu object.

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Audio Playback

Audio Playback allows an audio message such as a voice recording or music-on-hold to be played to callers. After the audio file has been played, the call is passed to object connected to the right-hand socket of the Audio Playback object.

The information to be entered for this object is:

  • The name of the Audio Playback object.

  • An audio message that should be played to the caller. Generally, this audio file will have previously been uploaded from a local drive or recorded, and stored in the phone.systems™ Media Center (see Section "Using the Media Center"). New files may be added to the Media Center by selecting the option in the "File" dropdown menu.

A usage example for the Audio Playback object is shown below, where a voice message is played to the caller, following which the call is passed to a Ring Group object (“Mike Brown”) for further processing.

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Conference

The Conference object allows multiple callers to partake in a conference call. phonesystems™ includes real-time management of conferences, and participants may be muted and removed from the conference by an administrator.

The information to be entered for this object is:

  • The name of the Conference object.

  • A PIN code for accessing the conference room, with a length of four to six digits. All callers wishing to take part in the conference must enter this PIN code correctly.

Once a conference is active, clicking on the icon on the Conference object opens a configuration window and allows for the real-time management of conferences.

Phone numbers of the participants may be viewed, and participants may be muted (by using the button) and removed from the conference (by using the button).

A simple usage example of the Conference object is shown below, where multiple international phone numbers as well as an internal number provide access to the conference facility.

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Voicemail

The Voicemail object serves as a mailbox in which callers may leave voice messages, which are then immediately sent to a specified destination on the termination of each call.

The information to be entered for this object is:

  • The name of the Voicemail object.

  • The delivery method for the voicemail audio message, with the options being Email, Dropbox, FTP or Google Drive. If the required delivery method has not previously been configured by using the Delivery Methods option listed under the "Settings" menu, a delivery method may be added by selecting the option in the dropdown menu. See the section Adding and Configuring Delivery Methods for further details.

  • An audio message that should be played to the caller. Generally, this audio file will have previously been uploaded from a local drive or recorded, and stored in the phone.systems™ Media Center (see Section "Using the Media Center"). However, new files may be added to the Media Center by selecting the option in the "File" dropdown menu.

A simple usage example of the Voicemail object is shown below, where an incoming call is forwarded to the ring group Mike Brown. If Mike does not answer the call within the defined ring timeout period, then that call is sent to voicemail.

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Call Recorder

The Call Recorder object allows phone calls to be recorded. The call contents are sent to a predefined destination immediately after the termination of each call.

The information to be entered for this object is:

  • The name of the Call Recorder object.

  • The delivery method for the file containing the contents of the recorded call, with the options being Dropbox, FTP or Google Drive. If the required delivery method has not previously been configured by using the Delivery Methods option listed under the "Settings" menu, a delivery method may be added by selecting the option in the dropdown menu. See the section Adding and Configuring Delivery Methods for further details.

A usage example for the Call Recorder object is shown below, where this object is inserted between a Phone Number and Ring Group object. All incoming calls to Mike Brown are recorded, and the audio file is forwarded to a predefined email address immediately after the termination of each call.

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Caller Router

The Caller Router object allows incoming calls to be forwarded to different objects, depending on the originating phone number or CLI (Calling Line Identity). Users have the option of matching complete phone numbers, or forwarding calls according to number prefixes.

Caller routing is based on a simple “Allow/Disallow” logic, depending on the setting of the "behavior" indicator associated with each listed number/prefix. The Caller Router object must be connected to two child objects such as Ring Group or Voicemail objects, to which calls are forwarded according to this “Allow/Disallow” logic.

The Caller Router object includes both green ("Allow") and red ("Disallow") right-hand sockets for cable generation. A cable originating from the green socket corresponds to the “Allow” option, while a cable originating from the red socket corresponds to the “Disallow” option.

In the figure below, the Caller Router object is configured to include the phone number prefixes 1416, 1647 and 1437, with the "behavior" set to "Allow" for all the listed prefixes. Therefore, if incoming calls are received with a CLI matching any of these prefixes, then those calls are routed via the green socket to the Toronto Voice Menu. All other incoming calls are sent to the Ontario Voice Menu.

The information to be entered for this object is:

  • The name of the Caller Router object.

  • An algorithm to be used for number routing, with the options being "Prefix" or "Number". "Prefix" matches are determined according to "number starts with" logic, while "Number" matches require an exact CLI match.

  • A list of phone number/s or prefix/es required for the caller routing logic, together with an “Allow/Disallow” indicator that defines the call routing behavior. There are no limitations on the format (such as E.164) or the number of digits used in listing these phone numbers/prefixes, so as to allow for maximum flexibility in CLI matching. Multiple numbers or prefixes may be added as required.

In the figure above, incoming calls with a CLI prefix of 1416, or 1647 will be forwarded to the object connected to the green ("Allow") socket of the Caller Router object, while calls having a prefix of 1514 will be forwarded to the object connected to the red ("Disallow") socket.

Note that unless the incoming CLI matches a phone number or prefix with the "behavior" indicator set to "Allow", those calls will be forwarded to the object connected to the red ("Disallow") socket.

Phone numbers or prefixes previously added to the Caller Router object may be deleted by clicking on the icon to the right of the number.

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Blacklist

The Blacklist object is used to block incoming calls received on specific phone numbers. If the calling number exactly matches a blacklisted phone number, then the incoming call will fail and will not be passed to objects connected to the right-hand side of the Blacklist object.

The information to be entered for this object is:

  • The name of the Blacklist object.

  • The blacklisted phone number/s. There are no limitations on the format (such as E.164) or the number of digits used in listing these phone numbers, so as to allow for maximum flexibility in CLI matching. Multiple numbers may be added as required.

Phone numbers previously added to the Blacklist object may be deleted by clicking on the icon to the right of the number.

A simple usage example of the Blacklist object is shown below, where the blacklist filter is applied to all incoming calls before those calls are processed by the companies' voice menu.

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Queue

The Queue object causes incoming calls to be placed in a queue before those calls are passed on to queue members (destinations). This allows a large number of calls to be handled, such as in a call center. The Queue object includes a ring strategy that is used to define how the calls are divided between queue destinations. Music or other messages may be played to callers while they are waiting in the queue, and ringback tones are supported, allowing audio clips to be played to callers before their call is answered.

The Queue object includes multiple destinations to which calls are forwarded as per the selected ring strategy, and these destinations are added to the Queue object as "contacts". The only cable exiting the Queue object is for a “queue timeout”, defining the call path if the queue wait time exceeds the maximum configured value.

In the figure below, incoming calls are forwarded to the Queue object, which includes three queue destinations. If a call is not answered within the configured queue timeout, then that call is sent to voice mail.

The information to be entered for this object is:

  • The name of the Queue object.

  • The ring strategy to be used for this queue.

    The options for the ring strategy are as follows:

    • Round robin – calls are allocated to members using a round robin policy, noting the last member who answered a call.

    • Ring all - ring all available queue members simultaneously until one answers.

    • Random – randomly ring a single queue member.

    Additional ring strategies such as least recent and fewest calls will be implemented in future versions.

  • The queue timeout, which defines the maximum time that a call may remain in the queue without being answered before that call is forwarded according to the “queue timeout” logic. Valid values are from 00:00 to 15:00 (fifteen minutes). Note that if there is no call path defined for such a timeout event, then the call will be terminated on the occurrence of a “queue timeout”.

  • Contacts, which define the queue members or destinations. Each queue destination consists of a contact and an associated contact method, and these contacts may be directly configured from the Queue object or may be pre-configured by using the Contact Center. The section Using the Contact Center provides full details on how to configure contacts and contact methods.

  • The tab is used to include media as both "music-on-hold" and "ringback tone" playlists. This allows pre-recorded music, messages, commercials or any other audio clips to be played to callers before their call is answered (ringback tone), or while an active call is put on hold (music-on-hold). The section Using the Media Center provides full details on how to configure and manage media files.

It should be noted that playlists must be pre-configured in the Media Center before adding objects to the workspace such as Queues, which may require these audio files.

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Time Router

The Time Router object allows incoming calls to be forwarded to different objects, depending on user-defined day and time intervals.

This object includes flexible time intervals, and call routing is based on a simple “Yes/No” logic. The Time Router object must be connected to two child objects such as Ring Group or Voicemail objects to which calls are forwarded according to this “Yes/No” logic.

A cable originating from the green socket on the right-hand side of the Time Router object corresponds to the “Yes” option, defining the routing of calls that are received within the configured day/time interval. A cable originating from the red socket corresponds to the “No” option, defining the routing of calls that are received outside of the configured day/time interval.

In the figure below, if incoming calls are received within the configured day/time parameters, then those calls will be forwarded to the sales queue. Otherwise, the calls will be forwarded to the Voicemail object where a pre-recorded "after hours" message is played to the caller, and the caller may leave voice mail.

The information to be entered for this object is:

  • The name of the Time Router object.

  • The time zone that is applicable to the configured time routing intervals.

  • The time routing intervals. By selecting , day/time intervals are created, defining the days of the week and the start/stop times for which incoming calls will be routed according to “Yes/No” logic. For each time interval, the day/days of the week to be included in this rule must be selected by clicking on that particular day, highlighting it in blue. Thereafter, "from" and "to" times must be configured for this interval. Times may be configured by using the simple time-selection menu provided, or may be entered manually in the form HH:MM using a 24-hour format.

    Each Time Router object may have multiple time intervals, allowing highly flexible options for forwarding calls. In the figure below, two time intervals have been configured, with incoming calls received from Monday to Friday from 08:00 am to 05:00 pm, as well as calls on Saturday from 09:00 am to 01:00 pm being sent to the object connected to the cable labeled "Yes".

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Notification

The Notification object is used to provide alerts via email when a specified event occurs. For example, a notification may be issued when a caller joins a conference or when a queue timeout occur.

The information to be entered for this object is:

  • The name of the Noticiations object.

  • The delivery method for the notification message, with the only option being Email. If the required email address has not previously been configured by using the Delivery Methods option listed under the "Settings" menu, a delivery method may be added by selecting the option in the dropdown menu. See the section Adding and Configuring Delivery Methods for further details.

A simple usage example of the Notification object is shown below. Calls that are not answered by any of the members of the sales queue within the defined timeout period are passed to the Notification object, and a notification email is issued.

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phone.systems™ Usage Examples

phone.systems™ objects may be arranged and logically connected in an unlimited number of combinations that will satisfy a wide variety of voice system specifications. Below are some basic configurations examples that will assist the user to understand the various objects, their functionality and the versatility of phone.systems™.

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For Personal/Small Business Use

Incoming calls to the assigned phone number are directed to a Ring Group object ("Mike Brown"), where the calls are forwarded to Mike's configured contact numbers ("Work" and "Mobile") in a defined sequence. If the call is not answered, then that call is directed to voice mail. The caller leaves a message that is sent to a specified e-mail address.

In the above example, this Ring Group object is configured for the following logic:

  • On receiving an incoming call, first ring Mike's work phone for 30 seconds.

  • If the work phone is not answered (or the line is busy), then ring Mike’s mobile phone for 30 seconds.

  • If there is still no answer, then forward the call to voice mail.

Note that the ring sequence and ring times for each contact method are configurable.

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For Small Businesses and Groups

Incoming calls to multiple phone numbers are directed to the Voice Menu object, and a previously recorded, custom message is played. This message serves to provide the caller with further options regarding the routing of their call via extension numbers, for example, “Press 1 for Mike, 2 for Pete”. If neither Mikenor Pete answer the incoming call within the defined timeouts, then that call is sent to their personal voice mail. In the case that callers do not select a valid extension option or if they do not provide keypad input within the defined timeoutperiod, the Voice Menu object directs those calls to Audio Playback objects where messages are played to callers.

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For Medium-Size Businesses

phone.systems™ objects may be simply added and configured to meet the evolving needs and functions of a business, with the Voice Menu object being used to direct phone calls to various departments and personnel, whether they be local or remote.

In the scenario shown below, calls to multiple phone numbers are directed to a Voice Menu object functioning as the main switchboard. Calls are then forwarded to secondary Voice Menus, where extension numbers entered by the callers direct those calls to specific personnel in the sales or technical support departments.

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The Workspace Tab Menu and Multiple Pages

phone.systems™ allows users to segment voice systems into logical groups and functions that may be arranged over multiple workspace pages. This feature is very useful when building complex voice systems, such as a virtual PBX for a multi-branch business.

As detailed in the section Workspace Tab Menu, additional workspace pages may be added as required, and the various workspace pages are accessed via the tabs on the Workspace Tab Menu.

This section serves to illustrate how to use multiple workspace pages in order to build advanced voice scenarios.

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Moving Objects between Workspace Pages

Objects may be moved between workspace pages. In the illustration below, two workspace pages are available: Default and Sales, with the Default workspace comprising a number of objects, including an object "Sales Voice Menu". Note that the name of the active workspace page (i.e., the page that is currently being displayed) is shown in blue, including a blue underline.

If it is required that the voice system logic for the sales division should be assembled on the Sales workspace page, then the "Sales Voice Menu" object should be moved to that page. To achieve this, "drag" the "Sales Voice Menu" object over the Sales workspace tab, until that tab is shown in blue to indicate that the Sales workspace is active. Do not release the object.

Continue "dragging" the "Sales Voice Menu" object downwards into the active Sales workspace, and release that object in the desired position on the workspace. Further assembly of the voice system logic for the sales division may now continue on this workspace.

Note that re-selecting the Default workspace tab shows the objects remaining on this page. The "Sales Voice Menu" object is no longer present, as it has been moved to the Sales workspace page.

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Generating Cables Between Objects on Different Workspace Pages

Partial voice scenarios assembled on different workspace pages must be interconnected in order to build complete voice systems. In the example above, calls must be passed from the "Main Voice Menu" on the Default workspace page to the "Sales Voice Menu" on the Sales workspace page.

To generate a cable between these two objects, "drag" a cable from the right-hand socket of the "Main Voice Menu" object, placing the mouse pointer over the Sales workspace tab, until that tab is shown in blue to indicate that the Sales workspace is active. Do not release the cable.

Continue "dragging" the cable downwards into the active Sales workspace, and position that cable over the left-hand socket of the "Sales Voice Menu" object. Release the cable.

The cable connection between the "Main Voice Menu" on the Default workspace page and the "Sales Voice Menu" on the Sales workspace page is now complete.

The logical connectivity between objects on different workspace pages is represented by a cable terminating in a icon. By clicking on this icon, the alternate workspace page associated with this connection will be displayed.

Note that if two objects on the same workspace page are connected, then moving one of the objects to a different workspace page will not disconnect the objects. Instead, these objects will remain connected, with the icon indicating the cable continuity over the different workspace pages.

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Usage Example - Multiple Workspace Pages

In the PBX configuration below, the main voice menu directs incoming calls to either a sales or support departmental voice menu, and then these calls are further distributed to members within each department.

This PBX configuration may be logically divided into three separate functional groups:

  • The main PBX logic consisting of the incoming phone numbers and the main voice menu.

  • The PBX logic for the sales division (starting with the sales Voice Menu object).

  • The PBX logic for the support division (starting with the support Voice Menu object).

In order to segment this voice scenario, additional workspace pages must be added and workspace tabs are labeled Main, Sales and Support.

In order to logically segment this voice system, objects on the Main workspace page may now be moved to other workspace pages as detailed in the section "Moving Objects between Workspace Pages" above.

IMPORTANT: Instead of assembling the complete voice system on a single workspace page and then moving objects to other pages, it is easier and more practical to first create the required workspace pages and assemble the voice "sub-systems" on each of those pages. Once this has been done, then the partial voice scenarios on different workspace pages may be interconnected as described in the section "Generating Cables Between Objects on Different Workspace Pages".

Referring to the voice scenario described above, the logical segmentation results in three separate workspaces pages as follows:

  • The Main workspace

  • The Sales workspace

  • The Support workspace

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Using the Contact Center

The Contact Center manages the contacts and contact methods used by phone.systems™. Specifically, the entries in the Contact Center serve to list the destinations (such as people and departments) to which incoming calls are redirected, and also the methods (such as landline/mobile phones or SIP devices) by which these destinations are contacted.

The Contact Center is accessed by clicking on the button at the bottom of the main menu on the left-hand side of the workspace. This opens the Settings menu on the right-hand side of the page, which includes the option.

It should be noted that contacts and contact methods may be pre-configured in the Contact Center before adding objects such as Ring Groups (which require these contacts for call forwarding) to the workspace. However, the Contact Center is made available to users during object configuration, and contacts/contact methods may be added and edited at that time.

There are two components for each contact:

  • The actual contact, such as a person or a department of an enterprise. The contact is identified by a first and last name.

  • The contact methods associated with the contact. Multiple contact methods may be allocated to each contact, and the options are:

    • Email - Used by objects such as Voicemail and Record to specify the email address to which files containing voice messages and recorded call content are sent.

    • Phone Number - Lists the phone numbers (landline or mobile) to which calls should be forwarded.

    • SIP Forwarding - Allows the forwarding of calls to a SIP network, such as that of an ITSP.

    • SIP Line - Calls are forwarded to a VoIP end-device, such as a softphone. SIP credentials such as username, password and domain are provided by phone.systems™ for configuration of the SIP device. The SIP line contact method supports internal dialing and outbound calling, as well as optional call recording

  • Each contact method includes a Label (for example, Work, Home, Office, Mobile) that serves to identify the contact method, as well as the required configuration details for that particular contact method.

A typical list of contacts is shown below, together with the number of contact methods configured for each contact. Each configured and their contact methods. may be edited by clicking on the icon next to that contact, and new contacts may be added by selecting the option.

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Creating a new contact

Selecting the option within the Contact Center window opens a menu for creating a new contact. The first and last names for the contact must be entered, and contact methods may be added.

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Adding a new contact method

Selecting the option within the contact window opens a menu for adding a new contact method. Once the required contact method has been selected from the drop-down list, configuration details for that particular contact method must be entered.

The configuration details for each of the contact methods are as follows:

Contact method: Email

The information to be entered is:

  • A label (or identifier) for this email address contact method, for example, "Mike-gmail". An existing label may be chosen, or a new label may be defined by selecting .

  • The email address.

Contact method: Phone Number

The information to be entered is:

  • A label (or identifier) for this Phone Number contact method, for example, "Mobile". An existing label may be chosen, or a new label may be defined by selecting .

  • The actual phone number, in E.164 format:

    <CountryCode> <City/AreaCode> <LocalNumber>

    The country code is 1-3 digits long, while the length of the city/area code and local number may vary. Some examples of phone numbers in E.164 are 14162223333 for Toronto, Canada and 60321345678 for Kuala Lumpur, Malaysia.

Contact method: SIP Forwarding

The information to be entered is:

  • A label (or identifier) for this SIP Forwarding contact method, for example, "Global SIP". An existing label may be chosen, or a new label may be defined by selecting .

  • The username, domain and port number for the SIP service, obtained from the service provider or system administrator.

Contact method: SIP Line

The information to be entered is:

  • A label (or identifier) for this SIP Line contact method, for example, "Mike-Softphone". An existing label may be chosen, or a new label may be defined by selecting .

  • The caller ID name, which will be displayed on end devices that support this feature. By default, this name is the same as the actual contact name to which this contact method is attributed.

  • An optional Internal caller ID number may be selected from the dropdown menu of the extensions configured for Internal Number objects that are currently on the workspace. This number will be displayed as the Caller ID when making outbound calls to other extensions within the phone.systems™ network.

    Note: The dropdown list of internal numbers that is displayed consists of numbers (or extensions) allocated to configured Internal Number objects. Therefore it is recommended that Internal Number objects be configured and placed on the workspace prior to adding SIP Line contact methods.

  • The option to enable outbound calling from this SIP device. By default, outbound calling is disabled

    If outbound calling is enabled, an external caller ID must be selected that defines the phone number to be displayed as the Caller ID when making outbound calls. This Caller ID may be chosen from the dropdown menu that lists numbers previously added to phone.systemsTM by using the Phone Number option under the "Settings" menu. Therefore, it is recommended that phone numbers should be added prior to configuring SIP Line contact methods.

  • The option to enable call recording on this SIP Line, including the ability to define the recording direction (inbound and/or outbound) and to record internal and/or external calls, as well as a "record on demand" feature, where the user dials a predefined feature code to activate call recording.

    The delivery method for the file containing the contents of the recorded call must be defined, with the options being Dropbox or FTP. If the required delivery method has not previously been configured by using the Delivery Methods option listed under the "Settings" menu, a delivery method may be added by selecting the option in the dropdown menu. See the section Adding and Configuring Delivery Methods for further details. By default, call recording is disabled.

    Note that by default, call recording is disabled.

    IMPORTANT: If the "record on demand" feature is to be enabled, then the code used to activate call recording must first be configured by accessing under the Settings menu.

    When using this feature code to enable call recording, a sound effect is played to the initiator to indicate that code was accepted and call is being recorded.

    On completion of the configuration of a SIP Line contact method, the SIP credentials may be viewed by selecting , or the device may be added to the call.centerTM secure management portal for SIP softphones by selecting .

    Note that the SIP credentials such as username, password and domain that are required for configuring a SIP device are automatically generated by phone.systemsTM. These credentials may be accessed as required by clicking on the icon next to the contact method to display the full SIP configuration.

    Clicking on the icon next to the Username, Password and Domain fields copies that data to a clipboard to record those details for use in configuring the SIP device.

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Editing and deleting contacts and contact methods

The phone.systemsTM Contact Center provides full flexibility in editing and deleting contacts and contact methods. However, it is important that dependencies must be considered when attempting to delete there parameters. Contacts and contact methods cannot be deleted if objects on the workspace or other configuration attributes are dependant on the parameter that you wish to delete. The phone.systemsTM logic will determine if dependencies exist and, if necessary, prevent contacts and contact methods from being deleted.

For example, in the figure below, the user is attempting to delete the contact "Mike Brown". However, the operation will fail, as the contact method "Mike-Softphone" is dependant on the contact "Mike Brown". Therefore, the contact method "Mike-Softphone" should first be deleted, after which the contact "Mike Brown" may be deleted (if that contact is not in use by any object on the workspace).

Similarly, in the figures below, the contact "John Smith" has a single phone number contact method (labeled "Work"), and that contact method is in use by a Ring Group object. It is logical that neither the contact "John Smith" nor the contact method "Work" may be deleted while these parameters are being used by the Ring Group object. Therefore, any attempt to delete these parameters will fail until they are no longer in use by any objects on the workspace.

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Using the Media Center

The Media Center allows users to manage audio files and compile playlists. These audio files are used by objects such as Voice Menu, Audio Playback and Ring Group to play messages and/or music to waiting callers. Audio files of maximum size 15 megabytes may be uploaded from a local drive (in .mp3/.wav/.flac/.ogg format), or may be recorded directly.

These audio files and playlists are used for general purposes such as music-on-hold, or may serve a specific function such in the case of a Voice Menu object, where a message directs callers to press numbers on their phone in order to be connected with people or departments.

The Media Center is accessed by clicking on the button at the bottom of the main menu on the left-hand side of the workspace. This opens the Settings menu on the right-hand side of the page, which includes the option.

It should be noted that audio files and playlists may be pre-configured in the Media Center before adding objects such as Voice Menus to the workspace, which require these audio files. However, the Media Center is made available to users during object configuration, and audio files and playlists may be managed at that time.

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Uploading files

Selecting the option within the Media Center window opens a menu allowing users to select and upload an audio file from a local/networked drive or removable media.

Selecting the menu option displays a list of the media files that have been uploaded or directly recorded. The audio file length (in seconds) is shown, and the message may be played back by clicking on the icon.

Selecting the icon to the right of each listed file allows users to change the name of the file, or delete that file from the Media Center. New audio files are added by clicking on .

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Recording messages

Selecting the option within the Media Center window opens a menu allowing users to directly record audio messages on the host device that includes an audio input.

A name must be provided for the audio file, and recording is activated and completed by clicking on the and icons respectively. The audio file is saved for later use by selecting .

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Creating playlists

Selecting the menu option displays the configured playlists, and new playlist may be created by selecting the icon or by clicking on . A name must be provided for new playlist, after which files may be added to that playlist.

Once a playlist has been created, clicking on the icon to the right of the playlist allows users to edit the name of that playlist, add or delete files from the playlist, or delete the entire playlist.

Files are added to the playlist by selecting . All previously uploaded or recorded audio files are listed, and they may be selected and added to the playlist one at a time.

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Editing and deleting media files and playlists

The phone.systems™ Media Center provides full flexibility in editing and deleting media files and playlists. However, it is important that dependencies must be considered when attempting to delete files and playlists. Parameters cannot be deleted if objects on the workspace or other configuration attributes are dependant on the parameter that you wish to delete. The phone.systems™ logic will determine if dependencies exist, and, if necessary, prevent parameters from being deleted.

For example, in the figures below, a Ring Group "Main Sales Ring Group" includes a music-on-hold playlist called "Sales Ring Group Playlist". It is logical this playlist may be not deleted while it is in use by the Ring Group object. Therefore, any attempt to delete this playlist will fail, until this playlist is no longer in use by any objects on the workspace.

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Adding and Configuring Delivery Methods

Delivery Methods define how audio and text files generated by phone.systemsTM are delivered to users. These files include voicemail and notification messages, as well as the contents of recorded calls. The delivery methods supported are Email, Dropbox, FTP and Google Drive.

The Delivery Methods options for the various phone.systems™ objects are as follows:

  • Voicemail object - Email, Dropbox, FTP or Google Drive

  • Call Recorder object - Dropbox, FTP or Google Drive

  • Notification object - Email

The configuration and management of Delivery Methods is accessed by selecting the option listed under the "Settings" menu. In addition, new Delivery Methods may be added as required during object configuration by selecting the option.

Note that there are nine optional, dynamic fields that may be used to provide important information regarding the Email message or file delivered, and these fields are automatically updated by phone.systemsTM with the relevant information on the creation of each message or file.

For the Email delivery method, these dynamic fields may be included in the subject and the text body of the email. For Dropbox, FTP or Google Drive delivery methods, the dynamic fields are used to define the file name

The dynamic fields are:

  • %{src_number} - the source (caller) phone number

  • %{src_name} - the source (caller) name

  • %{dst_number} - the destination (called) phone number

  • %{service_name} - the name of the service (or object type such as Voicemail, Notification Call Recorder) that generated this file

  • %{call_time} - the full date and time of the call

  • %{call_year} - the year of the call

  • %{call_month} - the month of the call

  • %{call_day} - the day of the call

  • %{call_hour} - the hour of the call

The configuration options for each Delivery Method are as follows:

Delivery Method: Email

The information to be entered is:

  • A friendly name for identifying this Delivery Method.

  • The email address to which the message should be sent.

  • The subject to be included in the email.

  • The email message text, including the optional, dynamic fields as detailed above.

Dellivery Method: Dropbox

The information to be entered is:

  • A friendly name for identifying this Delivery Method.

  • The format of the file name to be stored in the Dropbox, including the optional, dynamic fields as detailed above.

Note that the user must have an existing Dropbox account in order to use this Delivery Method, and must be signed into that Dropbox account by selecting

Delivery Method: FTP

The information to be entered is:

  • A friendly name for identifying this Delivery Method.

  • The FTP address to which the message should be sent.

  • The port number used for connecting to the FTP server.

  • The name of the directory in which the files should be stored on the FTP server.

  • An option to operate the FTP in an active or passive mode. By default, the active mode is enabled.

  • Enable or disable anonymous FTP. By default, anonymous FTP is disabled.

  • The Username and Password for access to the FTP server.

  • The format of the file name to be stored on the FTP server, including the optional, dynamic fields as detailed above.

Delivery Method: Google Drive

The information to be entered is:

  • A friendly name for identifying this Delivery Method.

  • The format of the file name to be stored in Google Drive, including the optional, dynamic fields as detailed above.

Note that the user must have an existing Google Drive account in order to use this Delivery Method, and must be signed into that Google Drive account by selecting

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Configuring Outbound Trunks

Adding and configuring routes and gateways for outbound SIP trunks is achieved by selecting the option from the "Settings" menu (if enabled), allowing phone.systems™ to seamlessly interconnect with any SIP standard compatible VoIP service provider.

Gateway configuration parameters such as username, password, host name (or IP address of the VoIP gateway) and port number must be entered, and these details are obtained from the service provider or system administrator.

Highly flexible rules are available for the modification of outbound CLIs, allowing users to implement rewrite rules such as adding prefixes to numbers or deleting country codes from numbers on a per-route or per-gateway basis.

Full configuration options are included, with multiple routes being able to share outbound gateways if required.

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Configuring Incoming Trunks

Selecting the option from the "Settings" menu (if enabled) allows the addition and configuration of inbound trunks for interconnecting phone.systems™ to VoIP service providers.

Both UDP and TCP transport protocols are supported, and optional SIP registration may be enabled with parameters such as domain, port, username and password being obtained from the service provider or system administrator.

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Configuring Softphones for use with phone.systems™

Softphones allow the user to receive calls and to make outbound calls over the Internet from a computer or smart device. This software acts as a phone interface, allowing users to dial numbers and carry out other phone related functions via a screen (such as a computer or smart phone) using a mouse, keypad or keyboard.

Softphone applications may be downloaded from a variety of providers, and are easily configured to become seamless components of the phone.systems™ PBX. phone.systems™ is compatible with all SIP-compliant softphones, including the call.center™ softphone which is highly integrated into phone.systems™.

The SIP line contact method is used to add softphones as a component of phone.systems™ (see the section Using the Contact Center for details). The SIP credentials such as username, password and domain that are required for configuring a SIP device are automatically generated by phone.systems™. Clicking on the icon next to the Username, Password and Domain fields copies the configuration data to a clipboard for convenient use in configuring the SIP device.

Once the softphone is configured with the required credentials and the SIP account is activated on that device, then that softphone will be automatically connected to phone.systems™ and is usable as an integrated end-device.

Note - If this softphone is also to be used for outbound calling, then the Enable outbound calls option must be enabled in the contact method configuration screen shown above.

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