Call Sequence Options Defined
- Kelli Higdon
On the AutoAnswer -> Edit Call Menu. What the different steps you can add to the sequence do.
Note: You can click on any blue-highlighted term for more information on that item.
- 1 Check Voicemail
- 2 Dial Phones in Blast Group
- 3 Enter password to continue
- 4 Forward call to number
- 5 Go to Name-Directory
- 6 Go to Queue
- 7 Go to extension (FWD=yes/no, vm=no)
- 8 Go to submenu/ext. by Caller-ID number
- 9 Go to submenu/ext. by number dialed
- 10 Go to submenu/ext. by schedule
- 11 Go to submenu/ext. instantly
- 12 Go to voice mailbox
- 13 Hang-up
- 14 Play Music-on-Hold - disallow Keypress
- 15 Play Voice Prompt - allow Keypress
- 16 Play Voice Prompt - disallow Keypress
- 17 Run Script
- 18 Set Digit Timeout
- 19 Set Music-on-Hold Playlist
- 20 Set incoming Caller-ID name
- 21 Wait - allow Keypress
- 22 Wait - disallow Keypress
Check Voicemail
Sends the caller to the voicemail system. The system asks for the mailbox and numeric password defined in the Extension configuration under Voicemail Password. Generally, employees use this option to retrieve their voicemail from outside the office.
Most customers place this option in a “hidden” submenu not announced to public callers. In other words, the keypress option is there, but they simply do not mention it in their voice prompts.
Dial Phones in Blast Group
Rings phones in the blast group for a set amount of time, and play ringing or music-on-hold to the outside caller. If a call to the blast group goes unanswered, the call will continue to the next step in the sequence.
Enter password to continue
Requires: Enterprise / Professional Edition or higher.
The caller can only go to the next step in the sequence by dialing the correct password. Password-protected submenus are often used in conjunction with Conference Bridges.
Forward call to number
Forwards the call immediately to the number specified in the field.
Go to Name-Directory
Directs the caller to the Name Directory. The available options for this step allow the caller to search by last name or first name.
Go to Queue
Requires: Call Center Edition or higher.
Directs the caller to a particular Queue for a configurable period of time. You can specify that the caller hear ringing or music while they wait. Queues are configured under the A.C.D. tab.
Go to extension (FWD=yes/no, vm=no)
Voicemail disabled: Directs the caller to an extension but does not allow the caller to go to Voicemail. If you choose 'fwd=yes' then the system will respect forwarding rules configured for the extension (if any).
Caveat: "Forward=yes" respects all aspects of call forwarding, including the default FindMe "forward to my voicemail" sequence. So calls to FindMe-enabled extensions will go into voicemail unless you pick "Forward=no".
Go to submenu/ext. by Caller-ID number
Directs the caller to the specified submenu or extension only if the first part of the Caller-ID matches the number specified in the field. For example, one could potentially use this to filter all calls from a certain area code, or a specific number.
Go to submenu/ext. by number dialed
Requires: Enterprise / Professional Edition or higher.
Directs the caller to the specified submenu or extension by the number dialed. One can automatically direct callers to different submenus based on the number they called to reach the PBX. This can be handy for different departments, or even running different companies on the same PBX.
As another example, a customer could set up a special “hotline” that would direct callers to a submenu when they call a particular phone number or analog phone port. Many customers route sales calls this way when they run a campaign using an 800 number (will depend on Caller ID received from the carrier).
Go to submenu/ext. by schedule
Directs the caller to the specified submenu or extension only if the schedule selected is valid.
Go to submenu/ext. instantly
Directs the caller to the specified submenu or extension under all circumstances.
Go to voice mailbox
Directs the caller to the specified mailbox but does not ring the associated extension. This option is also useful in combination with Voicemail-only Extensions.
Hang-up
The PBX will automatically hang up after a few moments if it reaches the end of a call sequence, but it doesn't hurt to explicitly specify that the call should be hung up at this point, to free up your trunks.
Play Music-on-Hold - disallow Keypress
Plays hold music for a specified period of time but does not allow the caller to escape by pressing any button. In general, this option should be used only if you are “forcing” the caller to wait for a period of time (e.g. if you have rung an extension that is busy and the caller has opted to ring it again after a set amount of time).
Play Voice Prompt - allow Keypress
Play the selected voice prompt and allow keypresses that interrupt the prompt and execute the matching option listed in “Keypress Options”.
Play Voice Prompt - disallow Keypress
Play the selected voice prompt and do not allow keypresses that interrupt the prompt and execute the matching option listed in “Keypress Options”. Usually you want to allow keypresses, unless you have a specific reason for preventing the caller from interrupting the voice prompt.
Run Script
Requires Call Center Edition or higher.
Runs a specified AGI script. Custom AGI scripting goes beyond the scope of this wiki. Fonality Support will not assist you with writing, modifying or troubleshooting custom AGIs. If you would like to consult our API for creating your own scripts, please consult the FON Script Interface.
Set Digit Timeout
If found, this sets the amount of time that the system will wait for a keypress. Otherwise, see "Wait - allow Keypress" below.
Set Music-on-Hold Playlist
Change the Music-on-Hold playlist from one playlist to another.
Set incoming Caller-ID name
Changes the incoming Caller-ID name to the string specified. This can be useful to see which department or call menu a caller came through before ringing your phone, so you can answer the call appropriately.
Caller-ID comes on two rows. For example, if Fonality calls you, you might see something like this on your phone:
FONALITY
310-861-4300
"Set incoming Caller-ID name" only modifies the caller's name. So if Fonality called in, and pressed "0" for the operator, you would see this come up on your phone:
operator
310-861-4300
This string can take the following variables, as shown:
${CALLERIDNAME} - The incoming Caller-ID name reported by the telephone company.
${NUMBER} - The DNIS (or DIDs) number reported by the telephone company. Usually the last 2-4 digits of the number dialed by the caller. DNIS is only reported to the system using BRI or PRI (T1/E1) trunks.
${CALLERIDNUM} - The incoming Caller-ID number reported by the telephone company.
Wait - allow Keypress
Simply wait for a specified period of time and allow interruption and execution of a keypress. An expectant pause. Recommended after a voice prompt, to give the caller a chance to dial something.
Wait - disallow Keypress
Simply wait for a specified period of time and but do not allow interruption by keypress. Usually you want to allow keypresses, unless you have a specific reason for preventing the caller from dialing anything.