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Business Voice - Portal - Destinations User Guide

Business Voice - Portal - Destinations User Guide

Table of Contents

Overview

The Destinations page allows administrators to view, manage, and create call destinations for a selected customer location. Destinations define how calls are routed within the system, including the following:

  • Ring Groups, 

  • Queues, 

  • Recordings, 

  • Applications, 

  • Automated Attendants, 

  • Paging Groups, 

  • Voicemail Groups

  • Conference Rooms

  • Linear Hunt Groups

  • DTMF Captures

Accessing Destinations

  • Access the Business Voice portal and select the CONFIGURATION option at the top of the page.

  • Search and select the required location.

  • In the left side menu:

    • Select Call Configuration.

    • Select Distinations.

  • The Destinations Overview page is displayed with a list of currently created destinations.

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Destinations Overview

Destinations List

The main table displays all configured destinations with the following columns:

  • Destination Number – The Destination extension

  • Destination Name – Friendly name of the destination

  • Destination Type – Type of call handling (Ring Group, Queue, Voicemail Group, etc.)

  • Actions – Click the three-dot (⋮) icon to:

    • Edit the configured settings for the destination.

    • Duplicate the destination

    • Delete the destination

    • Note: The available options vary by destination type.

Filtering and Search

  • Destination Type Filter - Use the dropdown to filter destinations by type or view all.

  • Search Bar - Search by destination name to quickly locate a destination.

Add a Destination

  1. Click + ADD DESTINATION button.

  2. Select the destination type.

  3. Configure the required settings and save the destination.

See below for more details on configuring each destination type.

Edit a Destination

  1. Click the More  ( ⋮ ) icon in the Action column for the destination to be edited.

  2. Configure the required settings and save the destination.

See below for more details on configuring each destination type.

Pagination Controls

Located at the bottom of the page:

  • Rows per page – Adjust how many destinations are displayed.

  • Page navigation – Move between pages or jump to a specific page.

Configuring Destination Types

Ring Groups

A Ring Group allows incoming calls to ring multiple extensions simultaneously. The following explains how to configure the ring group’s options, members, and failover behavior.

Navigation Bar

Located on the left side of the window:

  • Options – Configure the destination’s basic details.

  • Members – Manage the extensions that will receive a call when the destination is called.

  • Failover Chain – Define what happens if the call is not answered. Reference the Configuring Failover Chains at the end of this guide for configuration instructions.

  • Destination Usage – View where this destination is referenced elsewhere in the system. For more information, reference the Understanding the Destination Usage Sections.

Options Section

Destination Name - Enter the name to identify the destination throughout the system. Example: Ring All (After Hours).

Destination Number - Enter an extension number that is unique within the location used to reach this destination. The system will default this to the next available extension number (Example: 8019).

Display Destination Name - Select Yes or No to indicate whether the destination name should appear on the caller's phone display.

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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Members Section

The Members section is used to add or remove extensions that will receive calls when the group is dialed.

Members Panel (Left)

  • Displays all currently assigned members of the group.

  • Members are grouped by location (e.g., Demo Location, Second Location).

  • Click on a location to expand or collapse its list of extensions.

Extensions Panel (Right)

  • Displays unassigned extensions that can be added to the group.

Adding Members

  1. In the Extensions panel, select a location and an extension.

  2. Click the << button to move it to the Members panel.

  3. Repeat to add multiple members.

Removing Members

  1. Select the extension in the Members panel.

  2. Click the >> button to remove it from the group.

  3. The extension returns to the Extensions panel.

Saving Changes

  • Click Save to apply the changes to the group.

  • Click Cancel to discard unsaved changes.

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Queue

A Queue provides the ability to ring all members, or in a round robin sequence. Callers placed in the Queue will hear either a Message or Music On Hold, if enabled in the On-Hold Options. 

Navigation Bar

Located on the left side of the window:

  • Options – Configure the destination’s basic details.

  • Agents – Manage the extensions that will receive calls when the destination is reached.
    Note: CX Queues do not require agents.

  • Announcements - Configure the message to play before a caller enters the queue.
    Note: CX Queues do not require announcements.

  • Failover Chain – Define what happens if the call is not answered. Reference the Configuring Failover Chains at the end of this guide for configuration instructions.

  • Destination Usage – View where this destination is referenced elsewhere in the system. For more information, reference the Understanding the Destination Usage Sections.

Options Section

Destination Name - Enter the name to identify the destination throughout the system. (Example: local robin Q)
Destination Number - Enter an extension number that is unique within the location used to reach this destination. The system will default this to the next available extension number (Example: 8021).

Display Destination Name - Select Yes or No to indicate whether the destination name should appear on the caller's phone display.
Ring Strategy - Select how calls are distributed to group members. Options are Ring All or Round Robin (example: Ring All).
Ring each extension for - Enter how long the group rings before the failover process begins (Example: 12).
On Hold Music - Select the music to play while the call is on hold (Example: default).
Operator - If the caller presses 0, select the operator setting for this queue (Example: Default).

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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Agents Section

The Agents section is used to add or remove extensions that will receive calls when the group is dialed.

Agents Panel (Left)

  • Displays all currently assigned agents of the ring group.

  • Members are grouped by location (e.g., Demo Location, Second Location).

  • Click on a location to expand or collapse its list of extensions.

Extensions Panel (Right)

  • Displays available extensions that can be added to the ring group.

  • Use the Select Location dropdown to switch between locations.

  • Only extensions not already assigned appear here.

Adding Agents

  1. Select the desired location from the Select Location dropdown.

  2. Click an extension in the Extensions panel.

  3. Click the << button to move it to the Agents panel.

  4. Repeat as needed to add multiple Agents.

Removing Agents

  1. Select the extension in the Agents panel.

  2. Click the >> button to remove it from the group.

  3. The extension returns to the Extensions panel.

Saving Changes

  • Click Save to apply member changes to the group.

  • Click Cancel to discard unsaved changes.

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Announcements

This section allows you to define a message to play before a caller enters the queue.

Please review the Business Voice Audio File Specification article before uploading a new file.

Upload Message - Select this option to upload an existing message.

  • Click the Upload_icon-20251219-114545.png UPLOAD A MESSAGE button.

  • Select the file with the message to be uploaded.

Record Message - Select this option to record a new message.

  • After selecting this option, follow the directions presented on the screen.

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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CX Queue

A CX Queue routes an inbound call to the Sangoma CX application. 

Navigation Bar

Located on the left side of the window:

  • Options – Configure the destination’s basic details.

  • Failover Chain – Define what happens if the call is not answered. Reference the Configuring Failover Chains at the end of this guide for configuration instructions.

  • Destination Usage – View where this destination is referenced elsewhere in the system. For more information, reference the Understanding the Destination Usage Sections.

Options Section

Destination Name - Enter the name to identify the destination throughout the system. (Example: local robin Q)
Destination Number - Enter an extension number that is unique within the location used to reach this destination. The system will default this to the next available extension number (Example: 8094).

Destination ID - Enter the Sangoma CX DID to redirect the call to the Sangoma CX Queue.

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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Recording

The Recording Destination is to route a caller to a recording and normally then hang up the call.

Navigation Bar

Located on the left side of the window:

  • Options – Configure the destination’s basic details.

  • Message – Configure the recording to be used in this destination.

  • Failover Chain – Define what happens if the call is not answered. Reference the Configuring Failover Chains at the end of this guide for configuration instructions.

  • Destination Usage – View where this destination is referenced elsewhere in the system. For more information, reference the Understanding the Destination Usage Sections.

Options Section

Destination Name - Enter the name to identify the destination throughout the system. (Example: 000 Recording)

Destination Number - Enter an extension number that is unique within the location used to reach this destination. The system will default this to the next available extension number (Example: 8020).

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

image-20251217-143517.png

 

Message

This section allows you to create a recording for use in this destination.

Upload Message - Select this option to upload an existing message.

  • Click the Upload_icon-20251219-114545.png UPLOAD A MESSAGE button.

  • Select the file with the message to be uploaded.

Record Message - Select this option to record a new message.

  • After selecting this option, follow the directions presented on the screen.

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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Application

You can enter external numbers for the system to dial “Dial External Number”. These “Applications” can be used wherever a Failover selection exists. The Internal Direct Dial number allocated to each Dial External Number by the system may be used in extension Find-Me / Follow-Me configurations. The system automatically creates 2 system wide Applications:

When a site is initially created, the following applications are automatically created:

Company Directory - This can be used as a menu option and will automatically play the directory application. This operates requiring the caller to enter the first 3 letters of the person’s first or last name. The Directory Sort Order is set in the section Additional Location Information, along with the ability to enable Multi-Location Directory, a feature that allows callers to search the directory on all systems associated with your location. When a successful selection/match has been made, the system will call the individual's phone.

Voice Mail Access - This can also be used as a menu option and will provide system users with a generic Voice Mail access to the system. The user is prompted for Mail Box and Password. This is particularly useful for providing system users with Voicemail access when remote from the Business Voice system. Local users can also dial the Internal Direct Dial number from any StarPhone to access their voicemail.

Navigation Bar

Located on the left side of the window:

  • Options – Configure the destination’s basic details.

  • Failover Chain – Define what happens if the call is not answered. Reference the Configuring Failover Chains at the end of this guide for configuration instructions.

  • Destination Usage – View where this destination is referenced elsewhere in the system. For more information, reference the Understanding the Destination Usage Sections.

Options Section

Destination Name - Enter the name to identify the destination throughout the system. (Example: 000 Recording)

Label - Adding a label can help ID the app. The Label will be added to the Destination name in the Destination list.

Destination Number - Enter an extension number that is unique within the location used to reach this destination. The system will default this to the next available extension number (Example: 883).

External Number - Optionally, enter an External Number to forward calls to.

Caller ID - Select either Pass Original Caller ID or Use Location Default.

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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Automated Attendant

An automated attendant is a recorded message that initially greets callers and allows them to dial an extension or navigate a menu to reach the desired person or department. Each digit 0-9, the # key, and the * key can be configured with an action. These actions can include items such as a ring group of members of a department, dialing an extension directory, listening to a recorded message, or reaching the “Operator” function. (Note) Any new Auto Attendant menu will require a recording. Please create or upload a recording to enable the menu to work correctly.

Navigation Bar

Located on the left side of the window:

  • Options – Configure the destination’s basic details and the additional dialing options.

  • Configuration - Assign destinations to keys on the caller’s dial pad.

  • Message – Define a message to play to help the caller identify which keys to use to access the required destination.

  • Failover Chain – Define what happens if the call is not answered. Reference the Configuring Failover Chains at the end of this guide for configuration instructions.

  • Destination Usage – View where this destination is referenced elsewhere in the system. For more information, reference the Understanding the Destination Usage Sections.

Options Section

Destination Name - Enter the name to identify the destination throughout the system. (Example: 000 Recording)

Destination Number - Enter an extension number that is unique within the location used to reach this destination. The system will default this to the next available extension number (Example: 8018).

Additional Dial Options - Select the settings that allows callers to reach specific destinations by dialing the internal direct number of an extension or destination.

 

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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Configuration Section

In this section, you set destinations for keys on the caller’s dial pad.

Configuration - Select a Location and Destination to be reached for the desired Dial Pad key. (Example: Demo Location - Ring All)

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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Once a dial pad key has been configured, you can view the details of that destination by clicking the Details button.

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Message Section

This section allows you to define a message to play to help the caller identify which keys to use to access the required destination.

Upload Message - Select this option to upload an existing message.

  • Click the Upload_icon-20251219-114545.png UPLOAD A MESSAGE button.

  • Select the file with the message to be uploaded.

Record Message - Select this option to record a new message.

  • After selecting this option, follow the directions presented on the screen.

 

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

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Paging Group

A Paging Group provides the ability to directly connect to group members via the telephone’s external speaker. This feature is particularly useful for company-wide alerts or for a specific group of employees. The members phones will alert/ring once the paging group is accessed.

Navigation Bar

Located on the left side of the window:

  • Options – Configure the destination’s basic details.

  • Message – Manage the extensions that will receive a call when the destination is called.

  • Destination Usage – View where this destination is referenced elsewhere in the system. For more information, reference the Understanding the Destination Usage Sections.

Option Section

Destination Name - Enter the name to identify the destination throughout the system. (Example: 000 Recording)

Destination Number - Enter an extension number that is unique within the location used to reach this destination. The system will default this to the next available extension number (Example: 803).

Multicast Paging Group - Select Yes or No.
A Multicast Paging Group sends and receives broadcast messages over a multicast IP and port.

If Multicast Paging Group is set to Yes, the Page Group Timeout field is replaced with the Multicast Paging Group Channel field.

Multicast Paging Group Channel - Select the desired channel.

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Page Group Timeout (seconds) - Enter the time in seconds before the call is terminated. (Example: 30)

Saving or Canceling Changes

  • SAVE – Applies changes to the ring group

  • CANCEL – Discards any unsaved changes

NON-Multicast Pageing Options

Multicast Pageing Available

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Members Section

The Members section is used to add or remove extensions that will receive calls when the group is dialed.

Members Panel (Left)

  • Displays all currently assigned members of the group.

  • Members are grouped by location (e.g., Demo Location, Second Location).

  • Click on a location to expand or collapse its list of extensions.

Extensions Panel (Right)

  • Displays available extensions that can be added to the group.