vpbx Configuration Guide

vpbx Configuration Guide What is vpbx? vpbx is the Netelip virtual PBX that will allow you to admin and automate your incoming calls in an easy and autonomous way. This first vpbx version will increase added value to your company comunications. In next version, we will grant vpbx with advanced options that will increase your competitivity. We are interested in knowing your opinion, send your suggestions for next updating to soporte@netelip.com Differences between Virtual PBX and IP PBX Virtual PBX functionalities are similar to those of the IP PBX. The main difference is that virtual PBXs are hosted on the web so users do not need to buy, install or maintain a physical unit, with such high costs that this entails. For just 1 for extension, fast, simple and using the setting wizard, you can create your own PBX hosted on our servers that will allow you to define how to receive your calls. 1

Advantages Saving vpbx with 0 cost for Netelip users. No investment costs and no technical difficulty. The best rates for external calls to any destination. Free calls between extensions joining offices under same PBX. No extra costs linked to physical PBXs (electricity, refrigeration, specialized technical personnel, etc) Creating an extension on the mobile, so stop paying for calls forwarded to your mobile number. Confort Wherever you are, do not miss a single call, you could set up: - Send calls to any extension group or to a certain calls queue. - Provide a personal locution or voice mail. - Call rejection. VPBX adjustments and changes in real time. Simply and fast parameters modifications set on the extension or phone number. Each user can customize their extension. Mobility Attend your phone calls on your mobile, IP phones, analog phone connected to IP adapter, or even on any computer provided with Internet connection. Link offices in different physical locations anywhere in the world, improving daily communications. To create now your own vpbx, we suggest you to read the following manual carefully so that setting process will be even clearer. Go ahead! CONCEPT DEFINITIONS Vpbx SETTING WIZARD: Assistant that will guide you to create a basis vpbx through few steps. Services: Customize your voice mail, listen your voice messages and access to multiconference. These options and others like Call on hold can be also available on your IP device. Extension: Each extension created corresponds to a terminal position. Also allows to set time and restriction for outgoing calls. Extensions group: Useful for certain group/department, where incoming calls can be received to all of the group users at the same time. Call will be attended by the first user that picks up. IVR: Corresponds to a virtual receptionist who answers the call, welcoming and redirects depending on the department, language or time schedule. Up to a maximum of 10 levels. You can also manage waiting time before be attended or number of retries in case nobody answer. Calls queue: Service that allows to certain extensions receive incoming calls according to a define strategy. Numbering (DID routing): It is necessary to indicate the geographical numbers which routing line must follow within your vpbx (Towards a receptionist IVR, to a certain locution or skip directly to voice mail). There is an option to reject certain kind of incoming calls to DIDs. Calls filter: Create filters to restrict incoming and outgoing calls according to its prefix or telephone number. Time schedule: Create different timing for certain period of the year or holidays if incoming calls depend on them. Sounds: This section will contain audio files with locutions uploaded to create IVR and Music on Hold files. Each file must be 2MB as maximum. 2 3

FEATURES vpbx Multiple incoming channels through Netelip numbers (DIDs). Creation up to 100 extensions. Voice mail accessible to customization. Routing plan for each telephone number. Welcome locution and Music on Hold customizable. Simultaneous calls. Calls forwarding to landline and mobile numbers. Calls queue. Filters by days and time Schedule. Restriction for incoming/outgoing calls. Call transfer between extensions. Conferencies room. Instant messaging. Files exchange. Extensions status indicator. Route to Sections vpbx HOME Summary of settings configured on different sections. SERVICES Voice mail: Dial *97 on your telephone to access to voicemail settings. Record with your own voice busy or non available messages. Also you could listen messages left on your voicemail. Conferencies room: Dial *98 on your telephone to access to conferencies room where few extensions can comunicate between them. Calls tranfers: Dial #extension number# to transfer a external call to any other extension. It is not possible to transfer an internal call to any other extension or group. EXTENSIONS AND GROUP Create an extension for every position. vpbx will give a predetermined number to identify each extension. User and password given by vpbx for each extension, is required to configure telephone IP or telephone adapters. Select filter/restriction for outgoing calls in every extension. To create a filter must access to Calls filters. Call routing to any extension or group extensions. After 60 seconds with no answer, call will be disconnected or voicemail if active. You can create a group if you wish calls coming from certain number ring over all extensions at the same time. Voicemail automatic response. Call forwarding set up. Locution automatic response. After locution, call is disconnected. Call set up on a queue to be attended by some extensions. Link a call with a virtual recepcionist (IVR) who will indicate the caller to get to the receiver suitable. Hang up/finish call without be attended. 4 5

IVR Virtual receptionist will manage calls: Answering with a welcome message previously stored in Sounds. To do this, check the Welcome Message Checking if calls are linked to a time schedule to be attended. 1. If a call no needs to be linked to a schedule, do not check Time schedule and simply select one of the actions from Route to or add options on the keyboard, so the caller is directed more accurately to desired extension or department, by dialing a key number. To create options on keyboard, do not check Actions. You can create up to 10 options on the keyboard. 2. Each department IVR has also set a filter based on the time called. See IVR 1 for administration where the call is routed to a predefined queue if the call is within schedule. In case the call is outside the scheduled, call is diverted to the extension of a softphone. For IVR 2 telephone support the call is forwarded to the extension of a mobile, if it comes within the schedule. In case call is out of hours, we have defined pops voicemail personalized of that extension on the phone, so you can leave a message. IVR WELCOME 2. If a call needs to be linked to a schedule, check Time Schedule and then define what to do when receiving calls in time or out time. We may link together multiple IVR, up to 10 as maximum. So receptionist will guide the call based on different criteria in each IVR. EXAMPLE FOR 3 IVR CONFIGURATION 1. On this example, we have defined that calls are answered by a welcomes locutions and invites the caller to dial 1 for the administration department and 2 for the accounting department. See the first IVR Welcome, where depending on what you dial, call will be diverted to a different IVR created for each department. This IVR has call options and no checked time schedule. 6 7

IVR 1 FOR ADMINISTRATION CALLS QUEUE This service allows you to define a strategy, so calls can be receipt by certain members (extensions). Strategies are predefined already on your vpbx that means new ones can not be added. 1. Ring to all members queue. Call will be attended for the first member that hangs up. 2. A turn for each member. By correlative turns, calls will be routed to each member. If extension on its turn is busy, the call will ring to next turn in queue. 3. Previous strategy with memory: It is the same as above but with difference that saves if any extension did not attend their turn for being busy, sending next call as soon as that extension becomes free. 4. The newest member: System assigns call to longest extension without attending calls. 5. The member with fewer calls received: System releases the call to the extension that has attended less calls. 6. Member selected at random: Assigns calls with random system among queue members. IVR 2 FOR TELEPHONE SUPPORT EXAMPLE CALLS QUEUE For administration department, we have created a call queue Cola Admon. España with 2 members. It is defined to distribute calls by turns. 8 9

CALL FILTER In this section, we store different types of filters. The filters for incoming calls are selected on Numbering and for outgoing calls must be made in each extension: 1. Deny all but 2. Accept all but In this way, you can create up to 10 exceptions in each filter, depending on the prefix or telephone number of incoming (DID) or outbound (extension) call. NUMBERING To link your Netelip telephone numbers (DIDs) with your vpbx, you firstly need to select option vpbx next to your number. Access from your private area to Telephone numbers and Edit. Now your telephone numbers must appear on this option from your vpbx, so you can route incoming calls. From this section you can choose a language, so locutions by default showed by vpbx (voice mail, unavailable, busy lines, etc.) are heard in the selected language. EXAMPLE FILTER Accep all but TO MOBILE NUMBERS. It is important indicating prefix or number with international format. Means, in case of Spanish numbers or prefixes, you must indicate it with prefix 34, 0034 or without prefix. As call can be showed originally using these 3 formats. In this case, let s create a filter to refuse/restrict call with a mobile number as origin or destination. You can also select a call filter to reject or accept only certain calls. In case of rejection, the caller hears a tone of busy and immediately the voicemail, if enabled voicemail Netelip account. Now and using the same type of filter, let s refuse calls coming or made to landline number 952000000. 10 11

TIME SCHEDULE - 5 different time schedule - By days, period or schedule. If you find it difficult to create your own audio files for locutions, we have created a player very simple to use to make it even easier. From option Add locution you will find a field to insert your text, select the voice type and click OK. In its simplest form, you will have created a file with the desired content for the different locutions of your vpbx. EXAMPLE for a Christmas schedule: Set a schedule Monday to Friday, from 10.00 to 22.00 and from 15th December to 30th January. Regarding the different music to use, we also have created a small repository predefined. Listen some of our options and decide if any suits you to be included as music on hold on your vpbx. SOUNDS This option will store a maximum of 10 audio files that your vpbx will manage. 12 13

vpbx FAQS 1. I have a free number 900 and would like to deny incoming calls from mobile numbers as origin. How do I set this restriction? You must create a Call filter into All but, indicating as filter prefixes 346, 00346 or 6 corresponding to Spanish mobiles. Afterwards, you must select this filter to your Telephone number from Numbering. 2. How can I transfer call between extensions? Just have to dial # number of extension and # again. 3. How do I manage to make incoming calls ring in several vpbx extensions at the same time? You would need to create a Call queue to that extensions group, selecting as strategy Ring on all member s queue. Like this, call will ring on all extensions at the same time and will be answered by the first person that hangs up. 4. Can I personalize my voicemail? Yes you can. Go to voice mail menu just by dialing *97. Select option 0 for voicemail configuration options and you will be able to personalize message for busy, non available or Welcome. 5. In case an extension is busy or unable to answer a call, How do I configure vpbx to make the call ring into another extension or telephone number? At the moment, is not possible. We are working on develop this option in next updatings. 14