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Creating an Extension
To create an extension, navigate to Setup > Manage, then click Create Extension.Select the type of extension from the Extension Type dropdown. Options are listed under these types: User Extensions, Feature Extensions, and Feature Code Extensions. If you are creating a feature-code type, you also need to select a Feature Type.Click the Create Extension button to create the new extension and display its settings page. After you have completed the settings, click Create Extension to save the extension and go back to the Create SIP Extension page.
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Feature Extensions
IVR Extensions
Interactive Voice Response (IVR) extensions presents a menu to the caller, or performs an action. (This is also known as ‘Auto-Attendant’ in some PBX systems.) You must have an IVR to create an IVR extension. For information about setting up IVRs, see IVR Editor. The default extension 800 is set with the IVR menu Example IVR. You can customize that IVR, or create your own.
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Click Save IVR Extension when finished.
Call Queue Extension
A Call Queue extension lets an incoming call ring a group of extensions so any one of those extensions can pick up the call. There are four tabs under which you define the Call Queue.
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A Call Queue extension lets an incoming call ring a group of extensions so that any one of those extensions can pick up the call. It displays theCreate Call Queuepage with four tabs:Queue Information and Members;Caller Experience;In Queue Call Routing; and Permissions; and Queue Information and Members tab
Queue Information and Members (tab)
Queue Setup. Enter the basic information about this queue in the following fields:
Queue Extension. Enter a unique number for this extension. For information about the extension-number length, see Extension Settings.
Queue Name. Enter the name of the queue (e.g., Sales or Customer Service).
Ringing Strategy. Select one of the following strategies:
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Receive calls while on a call. Yes indicates that you want this to be true. By default, queues do not ring members who are already on a call.
NOTE: Your phone must be able to support multiple simultaneous calls for this feature to work properly.
Caller Experience tab
The Caller Experience settings offer options for what happens when a caller is waiting in the queue.
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Caller Experience
Queue Callers Hear. Indicates whether callers should hear ringing or Music On Hold while they are waiting in the queue. If you select Ringing, then Music On Hold and Announcements options are not available.
Music On Hold Group. Indicates the Music On Hold Group you want to play for callers waiting in this queue.
Announce Position in Queue. If YES, the caller hears an announcement when they enter the queue, and the announcement says what the caller’s position is in the queue. The announcement is repeated depending on the Announcement Frequency setting. If NO, the caller hears Music on Hold with no position announcement.
Announce Estimated Hold Time in Position Announcements. If YES, the caller hears an estimated hold time along with his position in the queue. The estimated hold time is derived from how many other calls are in the queue and the average time it took to answer previous calls.
Announcement Frequency. This is the number of seconds between announcements.
Manage Queue Announcements
There are various announcement sounds that are played to the caller when he or she is waiting in a queue. All of these sounds can be customized for this queue. Each announcement listed here has a description, and a sound-file dropdown to select the sound that plays when this announcement is triggered. The sound-file dropdown automatically lists all of the sound files in the Sound Manager’s Call Queue folder. For more information, see “Sound Manager."
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Language: Plays all announcements from sound files of this language. To use the language that has been set for this current call, select Use call language. If you are only using one language in Switchvox, use this setting. To use a specific language for these announcements in this queue, select that language.
You are next: The call is now first in line and will be answered by the next available representative.
Caller Number: This announces to the caller what numeric place he/she has in the answer queue.
Calls waiting: Waiting to speak to a representative.
Hold time: Announces to the caller the current estimated hold time.
Minutes: Minutes
Thank you: Issues this message: Thank you for your patience
In Queue Call Routing tab
The In Queue Call Routing settings determine any alternative call routing.
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If a caller has been waiting in the queue for [] seconds, route the caller to extension [], enter a number of seconds, and the extension. If this is left blank, callers remain in the queue indefinitely.
If there aren't any members logged into the queue, route all incoming queue calls to extension [], enter an extension. If this is left blank, callers are kept waiting in the queue until a queue member logs in.
If there are [] unanswered calls in the queue, route all new incoming queue calls to extension [], enter a number and an extension. If this is left blank, there can be any numbers of callers waiting in the queue.
If a queue call has passed through the Ringing Strategy [] times without being answered then route that call to extension [], enter a number and an extension. If this is left blank, callers remain in the queue indefinitely. The effect of this setting depends on the Ringing Strategy. For example, if the Ringing Strategy is Ring All, then the call rings all queue members and that is considered one pass through the strategy. If the Ringing Strategy is Round Robin, then the call rings each queue member, and once all queue members have been tried, that is considered one pass through the strategy.
While in a queue allow caller to dial a 0 to be routed to extension [], enter an extension if you want this to be true. Note: Click the People icon to select from a list of available extensions.
Permissions tab
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Sets the permission level for extensions to display this queue in the Queue Panel on their Switchboard.
Adds extensions or extension groups with one of the following permission levels:
My Status: Lets the extension open this queue panel and display his call information for today.
Overview: Lets the extension open this queue panel and display his call information for today, and an overview of all the queue information for today.
Detailed View: Lets the extension open this queue panel and display his call information for today, an overview of all the queue information for today, and the members and callers in the queue.
Simple Conference Room Extensions
This extension provides a single conference room for anyone who calls or is transferred to this Conference Room Extension This is the unique number for this extension. For information about the extension-number length, see “Settings.”
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Play Sound when people enter and leave. YES indicates you want a sound to play as callers enter and exit the conference.
Play Music On Hold when only one person is in the conference. YES indicates Music On Hold will be played when there is only one person in the conference.
Participants may press # to be sent to extension. This is the extension number to transfer calls to when a caller presses # in a conference.