Advanced Hosted Services

1. Inventory

 The Inventory icon as seen to the left in figure 5.8 is where you can control where Phone Numbers are routed for voice calls and SMS messages. This is also where you can configure devices to user’s accounts. Clicking the Inventory icon will take you to the Inventory Phone Numbers tab as seen in figure 5.8.a

1.  Phone Numbers tab

This will take you to the Phone Numbers tab where all the Phone Numbers available to your organization are listed. 

Clicking the Edit icon next to the phone number as seen in figure 5.8.1 will allow you to change control what or application will be handling the call. 

1. Treatment

The treatment drop-down as seen in figure 5.8.1.1 allows you to select what application is going to be handling the call such as a User, Call Queue or Auto Attendant.
Once the Treatment has been selected from the drop-down a User field will appear and allow you to enter the user’s extension as the destination. 

5.8.1.1

1. Available Number

This option will keep the number available and will have the phone number appear in the drop down for application options offering for a direct number to be selected.

1. User

User will allow you to select a user’s extension in the organization to route the calls to.

1. Conference

Conference will allow you to select a conference bridge to send the call to.

1. Call Queues

Call Queues will allow you to select a call queue to route the phone number to. It will also let you select the options to:

1. Announcement for callers:

   1. No announcement 

will not play any announcement to the caller being routed to the queue. 

1. Announce number of callers in queue 

 Will let the caller know how may number of callers in the queue are ahead of them.

1. Announce average expected wait time  

Calculates from the previous call how long it expects the new caller to wait before reaching an agent and provides the caller with an estimate wait time.

1. Voicemail

Selecting Voicemail as the application will allow you to send the caller to a voicemail box of a user on the system. You will also see the option Enable enhanced voicemail appear. When enabling it will allow the caller to press 0 to be routed out of the voicemail box.

1. Auto Attendant

When selecting Auto Attendant the Auto Attendant field appears which will allow you to select which Auto Attendant you would like the call routed to.

1. SIP Trunk

SIP Trunk will allow you to route calls to another SIP trunk if any are configured for your organization.

1. PSTN Number

This option allows you to route the call to another phone number for the call to be sent to. Helpful if you need to route calls to a 3^rd party call center.

1. Enable Time Frame

The Enable Time Frame Option will allow you to configure the phone number to route the call to different destinations throughout the day based off the time frame selected. After selecting yes as seen in figure 5.8.2 the Select time frame for new rule and Timezone drop downs appear. Here you select a time frame from the drop down then select the application and destination you would like the call routed to.

5.8.2

1. Caller ID Prefix

You can add a prefix to the caller ID before sending it to the destination to help rely information to the person receiving the call such as which telephone number the call came in over. 

1. Notes

Notes allow you to add a description to the telephone number that can help you identify what this number is used for in the future. 

1. Filter

The Filter button as seen in figure 5.8.a allows you to search for Phone Numbers based on the Phone Number, Treatment, Destination, or Status. Clicking the filter button will display the Phone Number Filters window as seen in figure 5.8.5.

5.8.5

1.  Export

You can also Export your Phone Numbers into a CSV file by clicking the Export button as seen in figure 5.8.6 and saving the file to your computer. 

1.  SMS Numbers tab

The SMS Numbers tab as seen in figure 5.8.7 will allow you to point numbers provisioned to allow SMS messages to a User’s extension number on the system. 

Clicking the edit to the right of the number will bring up the Edit window as seen in figure 5.8.7.a and allow you to select the destination you would like to route the SMS messages to. 

1.  Phone Hardware tab

The Phone Hardware tab as seen in figure 5.8.8 below, will list all the devices configured on your organization.

5.8.8

1. Add Phone

You can add phones to your organization and point them to Users by clicking the Add Phone button as seen in figure 5.8.8 above. When you click on the Add phone button the Add Phone window will appear as seen in figure 5.8.9 below. 

5.8.9

Selecting the Model of the device we want to add. Then entering the MAC Address of the device. The user field will appear and allow you select a user you would like to associate the device with.

The Notes field allows us to add additional information we may find helpful.

1. Advanced tab

The Advanced tab appears after selecting the device as seen in figure 5.8.10. 

1. Directory

The directory drop down as seen in figure 5.8.10 allows for you to configure if the device display by first name or last name. If you would like to use the company directory or your favorite contacts displayed on the device directory.
 

After the device has been created you can click the Edit icon and The Advanced tab will appear allowing you to configure the device with a Directory. 

1. Overrides

Override field as seen in figure 5.8.10 allows you to add device manufacture overrides to the device configuration file to enable or manipulate features the device manufacturer offers.  
 

1. Export

The Export button on the Phone Hardware tab allows you to Export your list of devices into a .csv file. You can also Import a .csv file to bulk create extensions.

1. 5.8.12

     SNAPbuilder

The SNAPbuilder icon as seen in figure 5.8.12 will take you to the SNAPbuilder as seen in figure 5.8.12.a and allows you to configure the device line keys with: 

• Line Appearance
• Shared Line Appearance
• User BLF
• Call Park 
• Speed Dial
• Queue Toggle
• Time Frame Toggle

5.8.12.a