¶ Call Block
Call block is used to block calls from unwanted callers, such as telemarketers and spam calls. When a call comes from a number that is blocked, the caller receives 3 tones informing them that the number they called is "not in service", hoping to trick them and delist the phone number from their call lists.
In the Call Block Dashboard screen, you will see a list of any/all numbers that have been blocked.
To add a number to the call block list, click +ADD in the top right corner.
You can enter a phone number manually on the new page that has shown up, but easier is if you just recently received the call, you will see it at the bottom of the screen as part of the Recent Calls list. Click the checkbox next to the number you would like to block and then click BLOCK on the right side of the screen. The number is now blocked.
¶ Call Detail Records
Details about each and every call within your PBX instance on HUCS is accessible on the Call Detail Records page. At the top of the page you can set search parameters/filters to find details on a particular call record.
At the bottom half of the page are the records of every call with a date/time stamp.
¶ Call Flow
Call Flow allows administrators to create new Feature Codes to allow their users to manually switch between options/destinations. This could be useful if a system administrator wanted to give their receptionist the manual control ability to send all incoming calls to a pre-determined wireless handset instead of their desk phone while they are on break. When they return, they would be able to reverse the manual control.
¶ IVR Menus
IVRs (Interactive Voice Response) are the basis of menus within a PBX / phone system. IVRs are used to help direct callers to a particular destination.
Access IVRs via Applications -> IVR Menus
- Name: a unique name for the IVR
- Extension: a unique extension number for the IVR. Typically IVRs use 700 extensions.
- Greet Long: the recording / music file played when a caller enters the IVR.
- Options:
- Option: the dialcode / number to be pressed by the caller for the particular destination
- Destination: when the option number is dialled, where to send the caller to
- Order: order list of the menu options
- Description: human-readable text field to help describe the purpose of the Option / Destination
- Timeout: number of seconds (in milliseconds) to wait for caller input after the Greet Long is finished playing before sending the caller to the Exit Action.
- Exit Action: destination to send the caller to if no option or if an invalid option is pressed
- Direct Dial: allow/deny the ability to directly enter an extension number if the caller knows it. If set to Deny, the caller will be forced to enter one of the Options created above.
- Caller ID Name Prefix: add a (short) prefix to the caller ID, so the destinations will know that the caller came from this particular IVR.
- Enabled: set whether this IVR is Enabled (True) or Disabled (False)
¶ Recordings
Recordings section is used to create/upload your own custom recordings, such as directions for an IVR.
Access Recordings via Applications -> Recordings
To create a new Recording:
- Dial
*732 - Enter the unique PIN number. Typically, your System Installer will set the PIN to your main building address. Check your System Installer handover documents to confirm your PIN.
- Enter a recording slot number. There are up to 9 slots available to make multiple recordings in succession.
- Start recording at the beep.
- When done recording, press # to finish and listen to the recording.
Once a recording is completed, it is strongly recommended that the Recording Name and File Name be changed so the recording is not overwritten in the future. You can then use this recording in any of the other system Applications, such as IVRs, Ring Groups, Time Conditions, etc.
Each recording default name is “recording” + slot number chosen. In the above example, recording1.wav is the recording saved in slot 1. Click on the recording1.wav to access the recording properties to rename:
Change the Recording Name to something descriptive of the recording, you can use spaces for punctuation. Change the File Name to an abbreviated version of your Recording Name, no spaces or special characters allowed. Click Save in the top right corner to save/apply these name changes.
You can use the Tools next to each recording to Play live through your browser or download as a .WAV file to your computer.
¶ Ring Groups
Ring Groups are used to ring/call multiple extensions concurrently. For example, Ring Groups could used as a "reception" group of phones/extensions, or a "Support team" group of phones/extensions.
Access Ring Groups via Applications -> Ring Groups
Ring Groups are typically assigned extensions with a starting number of 600, but might be customized for your particular instance.
To edit a Ring Group, click on the extension number.
- Name: The name of the Ring Group
- Extension: the extension number of the Ring Group. Must be unique within the system.
- Greeting: (Optional) play a recording to the caller prior to ringing out to the destinations below.
- Strategy: How the system should direct calls to destinations. Default is Sequence
- Destinations: enter in extensions or external 10-digit numbers as destinations. You can configure individual timeouts for each entry as well as checking whether the system should Prompt to confirm calls (i.e. to prevent cellular phone voicemail from receiving the call).
- Timeout Destination: where the caller should be directed to if no one in the Ring Group answers the call.
- Call Timeout: timeout (in seconds) prior to sending the caller to the Timeout Destination.
- Distinctive Ring: (Optional) set a unique distinctive ringtone for SIP extensions listed as Destinations. This is phone-type dependent. For Yealink Phones, some valid options are listed below. Other options may be available depending on the SIP phone connected. Contact your System Installer to confirm programming options available for your phone.
alert\_info=ringtone-Ring1.wav
alert\_info=ringtone-Ring2.wav
alert\_info=ringtone-Ring3.wav
¶ Time Conditions
Time Conditions are used to set automations within the system to happen at certain hours of the day, days of the week, weeks of a month or any other unique timeframe throughout the year.
Access Time Conditions via Applications -> Time Conditions
Name: a unique name for the Time Condition
Extension: provide a unique extension within the system.
Settings:
- Condition: choose the type of time condition you would like to use
- Value: the start day/date/time of the Condition chosen
- Range: the end day/date/time of the Condition chosen
- Dropdown menu: choose the destination if the above Condition/Value/Range are met
Multiple Settings/Criteria for a Time Condition can be used! Click the + Sign to the right of the first Setting to add another Setting option.
Presets: Canadian (BC) holidays are listed as presets. Check each date that you want to exclude from the Settings above.
Alternate Destination: if the incoming call does not meet any of the Settings above, set the destination for the call.
¶ Voicemail
On the Voicemail Applications page, you can globally manage each extensions' voicemail settings without having to go into each individual extension's settings.
- On the main Voicemail page you can directly configure an extensions settings by clicking on the extension number.
- Alternately, you can directly manage the extensions' voicemails by clicking on the Messages (x) link.
- Lastly, you can control the extension's greetings (recordings) by clicking on the Greetings link.
For example, if an extension has too many messages stored and you need to manually delete, you can click on the extension's Messages (x) link and be presented with a list of all their voicemails:
Here, you can click the checkbox on the left next to a voicemail and then click DELETE in the top right corner. You will also have the option to play the voicemail as well as download it as a WAV file to your computer.