Business Voice Portal - Destinations User Guide

Ring Groups

Ring Groups provide the ability to ring one or more extensions simultaneously. 

When adding Extension to a Ring Group, if the phone has multiple lines, the system provides the ability to select which line appearance is used.

The Ring Group can be accessed via an Internal Direct Dial number. This is particularly convenient when testing the configuration. Remember to set the period of time your group will ring before reaching your Failover options. For example a ring time of 36 seconds is approximately 6 rings. The Failover option supports up to 9 levels of failover. Remember that selecting another extension or Voicemail is regarded as an end point and as such no further Failover options can be selected.

You can display the Ring Group name to Members on incoming calls. This is particularly useful to distinguish between different types of calls using the phone display e.g. Operator Ring Grp being an “Operator” call.

Adding or Edit Ring Groups

To add a new Ring Group, access Destinations, select   Add New Ring Group, enter the name of the new Ring Group then follow the steps below.

To edit an existing Ring Group, access Destinations and select an existing ring group.

Add	Edit
Open	Open

Configure Ring Groups

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Filters - If the Extensions list is very large the list can be filtered down by adding search criteria.

Members - This is the list of extensions that have already been added to the Ring group. 

• To remove a Member select 1 or more members, then click the   →   icon.

• To add Members select 1 or more extensions from Extensions, then click the   ←   icon.

Line Appearance - If the extension is a multi-line device, before adding the extension, click the Line Appearance field to select which Line Appearance is to be used.

Internal Direct Dial for this Ring Group - The extension in this field allows for accessing the Ring Group from within the company.

Display ring group name to members in incoming calls - Select this option to display the Ring Group name to members, on incoming calls.

Ring for 36 seconds - This is the length of time the call will ring before going to the failover option. The default is 36 seconds.

FAILOVER - 

• Go to - Select a failover destination.

• Timeout - length of time before failing over to the value in the Go To field.

• Go to - Final failover destination. Default is Hangup.

Note: Multiple failover options can be set up by replacing the Hangup option with a selected destination. Once a destination has been selected a new failover option will be added with Hangup as the option. 

Queues

A Queue provides the ability to ring Members one at a time in sequential order or to ring all Members. Callers placed in Queue will hear either a Message or Music On Hold, if enabled in the under the On-Hold Options. 

Adding or Edit Queues

To add a new Queue, access Destinations, select   Add New Queue, enter the name of the new Queue then follow the steps below.

To edit an existing Queue, access Destinations and select an existing Queue.

Configure Queues

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Filters - If the Extensions list is very large the list can be filtered down by adding search criteria.

Members - This is the list of extensions that have already been added to the Queue. 

• To remove a Member select 1 or more members, then click the   →   icon.

• To add Members select 1 or more extensions from Extensions, then click the   ←   icon.

Line Appearance - If the extension is a multi-line device, before adding the extension, click the Line Appearance field to select which Line Appearance is to be used.

Internal Direct Dial for this Queue - The extension in this field allows for accessing the Queue from within the company.

Display Queue name to members in incoming calls - Select this option to display the Queue name to members, on incoming calls.

Ring for 36 seconds - This is the length of time the call will ring before going to the failover option. The default is 36 seconds.

Ring Strategy - Two options are available: Round Robin or Ring All. 

Ring each extension for NN seconds - Enter the number seconds each destination will ring before shifting to the next destination.

MESSAGE - If you would like to play a message before entering the queue, define it here.

OPERATOR - By default, a Queue will use your default operator. Use this option to change the operator setting for this queue:

MUSIC ON HOLD - By default, a Queue will use your default music on hold. Use this option to change the music on hold setting for this queue. For help with creating recordings See the Recordings section in this guide.

FAILOVER - 

• Go to - Select a failover destination.

• Timeout - length of time before failing over to the value in the Go To field.

• Go to - Final failover destination. Default is Hangup.

Note: Multiple failover options can be set up by replacing the Hangup option with a selected destination. Once a destination has been selected a new failover option will be added with Hangup as the option. 

Recordings

A Recording is used as a prompt or message that can be played to a caller when entering a Queue or during any stage of Failover in a Ring Group or Queue. A recording can also be used to provide customized access to a Conference Room. The recording can be created by following the prompts and either dialing internally using a StarPhone or by dialing the 800 number and using an access pin. Once recorded the user can play back, save or re-record. You may also Upload a pre-recorded message in WAV or MP3 format.

 Adding or Edit Queues

To add a new Recording, access Destinations, select   Add New Recording, enter the name of the new Recording then follow the steps below.

To edit an existing Recording, access Destinations and select an existing Recording.

Configuring Recordings

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Internal Direct Dial for this Ring Group - The extension in this field allows for accessing this Destination from within the company.

Pause for  5  seconds after playing - This is the length of time the system will wait before going to the failover option. This time starts when the recording has finished playing. The default is 5 seconds.

MESSAGE - Enter the description for the Message / Recording. This is for reference purposes only.

I would like to record this message now. - Click this link to record the message. A popup will be displayed with options for recording.

Upload Message - Click this link to Upload a previously recorded message in WAV or MP3 format.

FAILOVER - 

• Go to - Select a failover destination.

• Timeout - length of time before failing over to the value in the Go To field.

• Go to - Final failover destination. Default is Hangup.

Note: Multiple failover options can be set up by replacing the Hangup option with a selected destination. Once a destination has been selected a new failover option will be added with Hangup as the option. 

Applications

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:

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 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 individuals 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.

 Adding or Edit Applications

To add a new Application/Dial External Number, access Destinations, select   Add New Dial External Number  , enter the External Number to be dialed, then follow the steps below.

To edit an existing Application, access Destinations and select an existing application.

Configuring Applications

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Note: The Company Directory and Voicemail application can only have the extension number updated.

Internal Direct Dial for this Application - The extension number is defaulted by the systems.

Label -  optionally a label can be added.

CallerID - Select an option from the drop down list.

Ring for - Enter the number of seconds to ring before going into failover. 

FAILOVER - 

• Go to - Select a failover destination.

• Timeout - Enter the length of time before failing over to the value in the Go To field.

• Go to - Final failover destination. Default is Hangup.

Note: Multiple failover options can be set up by replacing the Hangup option with a selected destination. Once a destination has been selected a new failover option will be added with Hangup as the option. 

Automated Attendants

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, 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

 Adding or Edit Automated Attendants

To add a new Automated Attendants, access Destinations, select   Add New Automated Attendant, enter the name of the new Automated Attendant then follow the steps below.

To edit an existing Automated Attendant, access Destinations and select an existing Automated Attendant.

Configuring Automated Attendants

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Internal Direct Dial for this Automated Attendant - The extension in this field allows for accessing this Destination from within the company.

Wait for  5  seconds after playing - This is the length of time the system will wait before going to the failover option. This time starts when the menu has finished playing. The default is 5 seconds.

Additional Dial Options - Select the Dial Options the caller is able to use when calling into the Automated Attendant. By default, the caller can dial an extension and the extension can be across multiple locations.. Any of the options available here can be checked/unchecked as desired.

MESSAGE - Enter the description for the Message / Recording. This is for reference purposes only.

I would like to record this message now. - Click this link to record the message. A popup will be displayed with options for recording.

Upload Message - Click this link to Upload a previously recorded message in WAV or MP3 format.

FAILOVER - 

• Go to - Select a failover destination.

• Timeout - length of time before failing over to the value in the Go To field.

• Go to - Final failover destination. Default is Hangup.

Note: Multiple failover options can be set up by replacing the Hangup option with a selected destination. Once a destination has been selected a new failover option will be added with Hangup as the option. 

Paging Groups

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

Adding or Edit Paging Groups

To add a new Paging Group, access Destinations, select   Add New Paging Group, enter the name of the new Paging Group then follow the steps below.

To edit an existing Paging Group, access Destinations and select an existing Paging Group.

Configure Paging Groups

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Filters - If the Extensions list is very large the list can be filtered down by adding search criteria.

Members - This is the list of extensions that have already been added to the Paging Group. 

• To remove a Member select 1 or more members, then click the   →   icon.

• To add Members select 1 or more extensions from Extensions, then click the   ←   icon.

Line Appearance - If the extension is a multi-line device, before adding the extension, click the Line Appearance field to select which Line Appearance is to be used.

Internal Direct Dial for this Paging Group - The extension in this field allows for accessing the Paging Group from within the company.

Page Group Timeout - Set the number of seconds before the page Group will timeout and hang up. The default is 30 seconds.

Voicemail Groups

A Voicemail Group provides the functionality to deliver voicemail messages to multiple extensions simultaneously. The Voicemail indicator will illuminate on all extensions in the group when a caller leaves a message. The message is delivered to each voicemail group member and the voicemail group mailbox. A good example for use of this feature would be to create a “Company” voicemail group to send a message to all users. For help with voicemail set up, reference the Business Voice - Voicemail Guide.

Adding or Edit Paging Groups

To add a new Voicemail Group, access Destinations, select   Add New Voicemail Group, enter the name of the new Voicemail Group then follow the steps below.

To edit an existing Voicemail Group, access Destinations and select an existing Voicemail Group.

Configure Voicemail Groups

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Filters - If the Extensions list is very large the list can be filtered down by adding search criteria.

Members - This is the list of extensions that have already been added to the Paging Group. 

• To remove a Member select 1 or more members, then click the   →   icon.

• To add Members select 1 or more extensions from Extensions, then click the   ←   icon.

Internal Direct Dial for this Voicemail Group - The extension in this field allows for accessing the Paging Group from within the company.

PIN - This pin allows you to log in to this Voicemail Box.

Would you like voicemail to this group also sent to an email address/pager/cell phone - Select Yes or No. if Yes is selected the following additional fields are displayed:

• Email Address - Enter a valid email Address to  send the message to.

• Pager Address - Enter a valid pager or Cell Number to send the message to.

• Automatically Delete voicemail after being emailed -  Select Yes or No.

Delete Voicemail after this many days - Set the number of days before the voicemail messages are deleted. 

Conference Rooms

The system provides the facility to create Conference Rooms that multiple callers can access. Callers are connected together as per a normal conference facility. If configured, users will be prompted for a PIN. To access the room via an external line point a DID to the Conference Room via the Incoming Call Routing option. You may also connect an incoming caller to the Conference Room using the Internal Direct Dial number or by configuring an Incoming Call Route with the Conference Room as the destination.

Adding or Editing Conference Rooms

To add a new Voicemail Group, access Destinations, select   Add New Conference Room, enter the name of the new Voicemail Group then follow the steps below.

To edit an existing Voicemail Group, access Destinations and select an existing Voicemail Group.

Configure Conference Rooms

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Internal Direct Dial for this Voicemail Group - The extension in this field allows for accessing the Paging Group from within the company.

Participant PIN - Visitor to the conference room must enter the PIN before entering the conference. 

Linear Hunt Groups

Adding or Edit Linear Hunt Groups

To add a new Linear Hunt Group, access Destinations, select   Add New Linear Hunt Group, enter the name of the new Linear Hunt Group then follow the steps below.

To edit an existing Linear Hunt Group, access Destinations and select an existing Linear Hunt Group.

Configure Linear Hunt Group

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Filters - If the Extensions list is very large the list can be filtered down by adding search criteria.

Members - This is the list of extensions that have already been added to the Ring group. 

• To remove a Member select 1 or more members, then click the   →   icon.

• To add Members select 1 or more extensions from Extensions, then click the   ←   icon.

Line Appearance - If the extension is a multi-line device, before adding the extension, click the Line Appearance field to select which Line Appearance is to be used.

Internal Direct Dial for this Linear Hunt Group - The extension in this field allows for accessing the Ring Group from within the company.

Ring for 36 seconds - This is the length of time the call will ring before going to the failover option. The default is 36 seconds.

FAILOVER - 

• Go to - Select a failover destination.

• Timeout - length of time before failing over to the value in the Go To field.

• Go to - Final failover destination. Default is Hangup.

Note: Multiple failover options can be set up by replacing the Hangup option with a selected destination. Once a destination has been selected a new failover option will be added with Hangup as the option. 

Configure Linear Hunt Groups

DTMF Capture

To add a new DTMF Capture, access Destinations, select   Add New DTMF Capture  , enter the name of the new Linear Hunt Group then follow the steps below.

To edit an existing DTMF Capture, access Destinations and select an existing DTMF Capture.

Configure DTMF Capture

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Internal Direct Dial for this DTMF Capture - The extension in this field allows for accessing the Ring Group from within the company.

PROMPT OPTIONS

• Minimum digits - The minimum number of DTMF digits expected.

• Maximum digits - The maximum number of DTMF digits expected.

• Number of Attempts - The number of attempts allowed for digits max/min validations.

• Terminator Key(s) - Terminator value to complete DTMF entry i.e. a 3 digit pin with a Maximum digits set at 4.

• Bailout Sequence - Determine the Bailout / abort option if required.

• Data Validation - The option selected for validating DTMF entry. Sangoma provides 4 as follows:

  • Sangoma API for backend system data validation

  • Basic URL (max 4096 characters) e.g. we can define a URL like http://www.example.com/?pin=%CAPTURE% and if the caller enters 1234, the application will place an HTTP request to http://www.example.com/?pin=1234 The application examines the HTTP status code that is returned on the request.  200 is a successful request and routes to the Success Destination. Anything else is considered a failed request and is routed to the Failure Destination.

  • Advanced URL (max 4096 characters) e.g. we can define a URL like http://www.example.com/?pin=%CAPTURE% and if the caller enters 1234, the application will place an HTTP request to http://www.example.com/?pin=1234 The application examines the return data (in JSON format) and makes its routing decision on the "value" property that is returned. The value must be valid JSON and numeric. Any undefined value or negative response from the URL is considered a failed request and is routed to the Failure Destination.

  • Comma Separated (max 255 characters). This provides a very simple but effective way to valid DTMF entry especially when testing "Success / Failure" logic prior to a more complex API or Custom / Advanced URL setup. Valid matches are any combination of numbers, #, and *

    • Tokens: The API, Basic URL, and Advanced URL options support the following tokens in URL strings:

      • %CAPTURE% -- the DTMF that the user enters

      • %CALLERIDNUMBER% -- the Caller ID Number presented by the caller

      • %CALLERIDNAME% -- the Caller ID Name presented by the caller

DESTINATIONS

• Success - Route to a Success Destination based upon successful DTMF data captured lookup / validation.  

• Failure - Route to a Failure Destination based upon unsuccessful DTMF capture lookup.  

• Bailout - Route to a Bailout Destination based upon the correct Bailout code.

MESSAGE - Enter the description for the Message / Recording. This is for reference purposes only.

I would like to record this message now. - Click this link to record the message. A popup will be displayed with options for recording.

Upload Message - Click this link to Upload a previously recorded message in WAV or MP3 format.

Starship Port Groups

To add a new Starship Port Group, access Destinations, select   Add New Starship Port Group, enter the name of the new Starship Port Group then follow the steps below.

To edit an existing Starship Port Group, access Destinations and select an existing Starship Port Group.

Configure Starship Port Group

Update the following fields then Click   SAVE CHANGES TO SYSTEM.

Destination name - The Destination name can be edited.

Filters - If the Extensions list is very large the list can be filtered down by adding search criteria.

Members - This is the list of extensions that have already been added to the Ring group. 

• To remove a Member select 1 or more members, then click the   →   icon.

• To add Members select 1 or more extensions from Extensions, then click the   ←   icon.