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User Features

You can customise the features that are configured for each user in the Smart PBX. Settings such as caller ID, call forwarding, hot desking and so on can be enabled or disabled per user.


The settings that you apply under user features in the Smart PBX will automatically update any configuration in place for that user in the Callflow app.

To add or update user features:

  1. Go to Smart PBX > Users
  2. Click the User Features column for the user that you want to update.
  3. Click the feature you want to change:

    user features

Setting up caller ID

Turn on the caller ID feature if you want the users direct phone number to display as their outbound caller ID. If you don't enable this feature, then the main company number will show as the number they are calling from.

  1. Go to _Smart PBX > Users
  2. Select the user that you want to update and click the User Features column.

  3. Click Caller-ID and use the slider to enable the feature.

  4. If there is more than one phone number (DDI) assigned to the users, select from the dropdown which number should be displayed as the outbound caller ID.

  5. Save your changes.


If you want to use a phone number that is not assigned to the user, see Setting outbound caller ID.

Setting up call forwarding

Set up call forwarding to divert calls to another number. You can divert incoming calls even if none your devices are registered by using Failover Mode. You can enable call forwarding using the shortcodes, see Feature Codes. However, for additional options, use the SmartPBX to set up this feature.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Call Forwarding and set the User Call Forwarding Settings to On or Failover Mode. callforwarding
  3. From the dropdown, choose to forward all calls to a mobile phone or desk phone.

    NOTE: To forward to an extension, choose Desk Phone and enter the extension in the number field.

  4. Enter the forwarding number including the country code (+353 for Ireland).
  5. Check the boxes for the following options:

    • Leave voicemails on forwarded numbers: check this to leave voicemails in your forwarded numbers, for example if you want the voicemail on your mobile phone. However, if you want the voicemail to stay on the PBX, do not check this. IMPORTANT: To leave voicemails on forwarded numbers, your ringing timeout must be set to minimum 30 seconds. If you save your feature setting at this point you will be redirected to the user settings. You can set ringing timeout at Users > User Settings > Ringing Timeout.
    • Forward direct calls only: check this to forward calls that come into your extension or any DDI you might have assigned, but not calls that originate from groups.
    • Keep original caller ID: check this to see the number that called originally instead of the number that was used to reach you.

Setting up hot-desking

Hot-desking enables you to log in to any phone that is registered to the account. If you are logged into through hot-desking, all your calls go to the device that is logged in. Whoever is usually configured on this device doesn't receive any calls when another user is logged in using hot-desking.

NOTE: Before adding hot desking as a user feature, you must verify that the hot-desking short codes are enabled, see Hot-desking.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Hot-Desking and enable the feature by using the slider. hotdesking
  3. Enter a four digit hotdesk ID (this is freetext).
  4. Add a pin for security (optional).
  5. Check the box to allow a user to login on multiple devices (optional). If enabled, you can use the toggle hot desking feature code to toggle between multiple phones.

hot desk pin

Logging into a hot desk phone

You can login to a phone using your hot-desk login feature code (default *11) from any device in the system. That phone is then be re-assigned to you and all calls, voicemails, and other features behave as if the phone is normally yours.

To login:

  • Dial *11 from the phone (or hotdesk login code if you’ve changed it).
  • If the user has a PIN configured, there is be a voice prompt requesting the PIN. Enter the pin, followed by #.
  • You will hear a confirmation that the user is now logged in and you will get information about any voicemails.

Logging out of a hot desk phone

Logging out of a hot desk phone doesn’t make you inactive (they can still dial out), but it remove you from being assigned to that phone, effectively preventing inbound calls and voicemails from ringing that phone.

To logout:

  • Dial *12 from the phone (or hotdesk logout code if you’ve changed it).
  • You will hear a confirmation that you are now logged out.
  • After you have logged out, all calls will go to voicemail.

Setting up your voicemail box

Voicemail is enabled by default, you can move the slider to disable the voicemail box or the voicemail to email feature for any user.

NOTE: You can change the email address where voicemail notifications are sent at User > Users Settings, or add multiple recipients under Voicemail Box > Edit > Advanced > Recipients.

Setting up fax to email per user

You can add a faxbox to receive or send faxes by email. Faxes are converted to email and sent to your inbox. Email attachments are sent to your fax number.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Faxbox and enable the feature by using the slider.
  3. Specify the fax number. faxbox
  4. Save your changes.

To use the email to fax service, see How do I send a fax.

NOTE: You cannot use fax on a SIP Trunk account, but we have an alternative service Setting up fax to email for SIP trunk.

Setting up a conference bridge

Before adding the conference bridge to a user, you must first set up a main conference number at Main Number > Main Conference Number.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Conference Bridge and enable the feature by using the slider.
  3. The main conference number is assigned. Add your own personal conference room number (this is freetext).
  4. When you create a conference call, you must provide the main conference number and your personal room number to the meeting invitees.
  5. Save your changes.

To use the conference service, see Creating a conference service.

Setting up find me, follow me

The Find me, Follow me feature enables you to specify which device should ring and for how long during incoming calls. For example, if you have MS Teams and a softphone and a deskphone, and you are on call in Teams, when you receive another call to your DDI it will overlap and ring on softphone plus desk phone even though you are on a call. To prevent the incoming calls overlap, use find me follow me.

NOTE: If the Find me, follow me ringing duration is different to the user-level ringing duration, then the Find me, Follow me settings will apply.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Find me, Follow me and enable the feature by using the slider.
  3. Choose the device to apply find me, follow me. Deselect the "Do not ring" checkbox and drag the slider to the number of seconds that the device should ring for.
  4. Check the "Do not ring" checkbox for any device that you don't want to ring. (SIP devices do not ring by default.)
  5. If you have multiple devices, you can click Distribute to have each device ring for 30 seconds consecutively in the order that they appear in the UI. Alternatively, you can randomly assign ring duration.
  6. Save your changes.


The "find me follow me" feature only works for calls made directly to that user's extension or DDI in the Smart PBX. If you reach the user through a callflow configuration, then the "find me follow me" feature will not work.

Setting hold music

You can enable hold music per user. If the caller is put on hold by that user they will hear the music that is configured for them, even if the call was transferred from another device.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Music-On-Hold and enable the feature by using the slider.

  3. From the dropdown menu, select one of the music options.

  4. Alternatively, you can upload custom music from an audio file (mp3 or wav).

  5. Save your changes.

See also: Add hold music for account

Setting customized call recording

You can enable recording of all calls you make and receive to callers within your VoIP account or externally.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Customized Call Recording and enable the feature using the slider.
  3. Turn on the specific type of call that you want to record.
  4. Leave the URL field blank. You can access the recording in the Call Recording application.
  5. Select the file format and the maximum duration of the recording.
  6. Save your changes.

Setting up do-not-disturb

You can apply a do not disturb feature to the user. All calls to this user will go directly to voicemail. You can also set this up from your phone using the shortcode for Direct to Voicemail. See Feature Codes.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Do Not Disturb and enable the feature by using the slider.
  3. Save your changes.

Find your MAC address

To find your MAC address, do one of the following:

  1. Look for the twelve-digit serial number over the barcode on the back of your phone or the MAC address sticker.
  2. On Cisco phones, press Settings > Network Configuration.
  3. Use the Menu option:

    • Press Menu.
    • Select Status.
    • Select Network.
    • Select Ethernet.