Manage Extensions

This is part 2 of the Manage Extensions Switchvox article. Part 1 can be found here. 

Outgoing Call Rules

Specifies which call rules this extension is allowed to use. To assign a call rule to the extension, simply type the rule in the box, or click the Find Outgoing Call Rules icon to display a list of rules. From here, you may set the extension to either Allow or Deny the use of this rule. If you want the extension to ignore the rule completely, then do not add it to the list. 

Assignments

Allows you to assign extensions groups, Switchboard layouts, and contact tags to this extension. To assign any of these items, use the search box, or click Find Extension Groups to see a full list of available options in the appropriate tab.

To save all of the changes you have made, click on Save SIP Extension. You will then be taken to the Manage Extensions page, where you can see the extension that was just created.

Bulk-Modify Extensions

Allows you to modify a group of extensions simultaneously. 

• Phone Extensions

Here you may find the phone extensions you wish to modify by entering them in the search box, or by clicking Add Members to see a full list of extensions.
 

If you added a member you do not need, select the extension and click Delete. 
 

• Phone-Extension Fields

Now select the fields to modify in the Phone Extension Fields. The options available are: 

• Profile Information

• Phone Settings

• Permissions

• Outgoing Call Rules

• Assignment

To save any changes you have made, click Save Modifications. 
 

Import Extensions

Allows you to create and update multiple SIP or virtual extensions. 

• CSV

Switchvox uses comma-separated value, or CSV, file format. There are several rules to follow when creating the CSV:

1. The first row of the file must be a header row with labels for each column. 

2. Each subsequent row should be an extension that contains the extension values.

3. Depending on the type of extension you are working with (SIP or virtual), different column labels and extension values are required or accepted. 

4. You may use a file that has additional columns as long as the required column labels and extension values are correct. Switchvox will ignore any additional information.

5. The order of the column labels in the header is not important, but the extension values of each row must match the order of the labels. 

6. If you are working with SIP extensions, the value of phone_password cannot cannot be the same as extension. 

7. f you are working with SIP extensions, the phone_password column-label is required but it is recommended that you leave the extension value empty so that Switchvox can manage phone passwords for you. 

Below are some examples of how to CSV file should look. 
 

• Add Import

When you are ready to import your file, click Add File and select the CSV file from your computer, then select:

• Extension Type- SIP or Virtual. 

• Extension Template

• On Duplicate Extension- what will happen if there is an extension listed in the CSV file that is already in use. The options are 'Skip', 'Delete and Recreate', or 'Update Information'.

Once finished, click Evaluate Import.
 

• Bulk Import Overview

Upon import, Switchvox will evaluate the file format, the headers, and check for duplicates. A report is generated that shows how many extensions will be created, how many are duplicates, and how many are invalid and cannot be created. After the evaluation, click Process Bulk Import to proceed with the import.
 

• Bulk Creation Report

Once processed, the Bulk Creation Report will show what was created, what failed, or what was skipped. 
 

The Created Extensions tab shows the successful imports, while the Creation Failed tab shows which imports failed and why.
 

You may now create the failed extensions manually, or correct the CSV file, and import them again. 

Manage Phones Feature

Manage Phones allows the administrator to add and manage additional phones. Additional phones are assigned to the user's main extension when a user needs multiple phones to make and receive calls. You may assign up to 5 additional devices to a user's main extension. Note: the Manage Phones feature replaces the Converged Phones feature starting in Switchvox version 6.6; a separate Switchvox subscription is no longer required to create a SIP extension for a Digium desk phone or Swtichvox softphone when converged with the user's main phone extension.

• Creating Additional Phones

To create additional phones, click on the Manage Phones action icon for the extension you want to manage. 
 

This will display options to create a new Digium phone extension or to add a number for an external device. First, add an additional Digium desk phone to be converged to the main extension.  
 

From here, complete the following information:

• Extension Field- enter a unique extension. 

• Phone- from the drop-down menu, select 'Digium Desktop Phone' which will display the Mac Address field

• Mac Address- enter the Mac address of the Digium phone you want converged with this main extension. 

• Acknowledge Rapid Transfer- if you want to acknowledge calls when transferred between devices, set this to 'Yes'.

• Label- enter a label for this device.

• Rapid Transfer Key- select the Rapid Transfer key that will be used in the in-call menu to transfer calls between devices.  

Once you have finished, click Save.
 

• Softphone

To create a softphone that is converged with your main extension, click Create Phone. 
 

From here, follow the steps taken to add a Digium desk phone, with a few changes:

• Extension- enter a unique extension.

• Phone- from the drop-down menu, select 'Switchvox Softphone', which will display the email address that is associated with the user's main extension. Set the toggle switch to 'Yes' to send an email invite so that we may configure the Switchvox softphone on your mobile device.  

• Acknowledge Rapid Transfer- toggle to 'Yes' if you want to acknowledge calls when transferred between devices.

• Label- enter a label for this device.

• Rapid Transfer Key- select the Rapid Transfer key that will be used in the in-call menu to transfer calls between devices. 

Once you have finished, click Save.
 

• Adding an External Number

Click Add External Number to converge an external device. 
 

Complete the following information:

• Prefix- enter any required prefix digits.

• External Number- enter the 10-digit number for your device.

• Acknowledge Rapid Transfer- if you want to acknowledge calls when transferred between devices, toggle this to 'Yes'.

• Label- enter a label for this device.

• Rapid Transfer Key- select the Rapid Transfer key that will be used in the in-call menu to transfer calls between devices. 

Once you have finished, click Save.

After adding your additional phone, a list of all of your Managed Phones will be displayed. From here, you can edit or delete your additional phone. 

• Viewing Additional Phones

If you go back to the Manage Extensions page, you will see a headset icon next to the extension you added an additional phone to. This indicates that there are additional phones associated with this extension. 
 

The additional phone extensions also show which main extension they are associated with. 

The available actions allow you to manage and delete additional phones. Note: you cannot log into these type of extensions as a user, nor may you create or alter user call roles. 

Additional Phone Expected Behavior

The following are expected behavior for additional phone extensions: 

• All Switchvox voicemail messages and faxes go to the main phone's mailbox.

• Caller ID is always that of the main phone, as long as the call originates from Switchvox.

• Call Logs are included in the main phone's call logs.

• In the Switchboard of the main extension, the Current Calls widget includes the calls for the additional phones. 

• In another user's Switchboard, you appear busy on your main phone.

• From the InCall Menu, you may easily transfer between your phones. 

InCall Menu

The InCall Menu allows a user to easily transfer calls between their additional phones to perform assisted or blind transfers to other Switchvox users or to record calls on demand. Below is a flow chart to help you visualize the structure of the InCall Menu.

The InCall Menu is a list of commands to activate different features. In order to access the InCall Menu during a call, press ** on the phone's dial pad. To transfer the call to one of the converged devices, enter the rapid transfer key number that was assigned to that device. For example, if you had selected '2' as the rapid transfer key for your mobile phone, you would press ** 2 to transfer the call to your mobile phone. 

To access one of the other features available in the in call menu, press # then 1 to transfer the call to another Switchvox extension, press # 2 to transfer the call to voicemail, or # 3 to record the call.

A great example for using the InCall Menu and converged devices is when you have started a call on your desk phone with a customer, then need to leave for an offsite meeting. Instead of hanging up and attempting to call the customer back on your softphone, simply access the InCall Menu by pressing ** 3 to seamlessly transfer the call to your softphone without the customer even knowing the difference.

Note: after adding additional phones, you may consider adjusting your call roles so that incoming calls ring the additional phones appropriately. An additional phone only has one call role, and that is all calls are forwarded to the main phone.