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Setting up User Features

Configure the features for each user in the Smart PBX. Enables or disable settings for call forwarding, hot desking and so on.

Important

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

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.

    user features

  3. Select the feature you want to enable or edit.

Info

Some features have feature codes to enable/disable them after you've set them up. Under each feature in the sections that follow, you can select the "Short Codes" tab to see the shortcode setup, if any. Some features do not have associated short codes and others require only a short code with no additional set up. To view/change or enable default short codes for your account, see Feature Codes

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 toggle 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.

Privacy

  • *67 - to block your caller ID from being displayed to the call recipient.

Info

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

Call forwarding

Set up call forwarding to divert calls to another number. Divert incoming calls even if none your devices are registered by using "Failover Mode".

Info

Failover mode will only work if all devices for that user are unregistered. If a call comes into a registered device and Call Forwarding is set up in "Failover Mode" then the divert will not happen and the call will continue ringing on the registered device.

  1. Go to Smart PBX > 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, select mobile phone or desk phone. 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 user number that was forwarded.

Cisco Phones

  • *772 - Enable call forwarding
  • *773 - Disable call forwarding
  • *774 - Toggle call forwarding on and off

All other phones

  • *72 - Enable call forwarding
  • *73 - Disable call forwarding
  • *74 - Toggle call forward on and off

Hot desking

Multiple users can use a single phone during different time periods using hot-desking. Hot-desking enables you to log in and receive all your calls to any phone that is registered to the account. Whoever is usually configured on this device doesn't receive any calls when another user is logged in using hot-desking.

  1. Go to Smart PBX > Users > User Features for the user that you want to update.

  2. Click Hot-Desking and enable the feature by using the toggle.

    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

  • *11 - Enable hot desking
  • *12 - Disable hot desking
  • *13 - Toggle hot desking

Login to hot desk

  • Dial *11 from the phone (or hotdesk login code if you’ve changed it).
  • If you have a PIN configured, enter the pin, followed by #.
  • After you log in, the hot-desk phone receives your incoming calls and you get information about any voicemails.

Logout of hot desk

  • Dial *12 from the phone (or hotdesk logout code if you’ve changed it).
  • Enter your ID and pin to logout.
  • After you log out, the phone stops receiving your inbound calls, voicemail updates, and other features. Incoming calls go straight to voicemail (unless the user is permitted to be logged into multiple phones at once). Logging out of a hot desk phone doesn’t make you inactive (you can still dial out), but it prevents inbound calls and voicemails from ringing that phone.

Voicemail box

Voicemail is enabled by default, and voicemail boxes are typically set up when the user is added to the hosted PBX. For more information see Voicemail Boxes.

To change voicemail pin or email address

  1. Go to Smart PBX > User > Users Settings.
  2. Change the pin or email address for notifications as shown and click Save.

To add multiple email recipients

  1. Go to Smart PBX > Voicemail Box > Edit > Advanced > Recipients.
  2. Click +Add New Recipient to include additional email addresses for voicemail notifications.

Direct to voicemail (do-not-disturb) If you don't want to be disturbed, send all calls directly to voicemail.

  1. Press Tran (transfer)
  2. Press ** plus the extension number of the recipient.
  3. Calls will go straight to voicemail.

Alternatively, set Do Not Disturb on all your devices using the portal.

Check voicemail

  • *97 - enter the extension of the voicemail box and you will be prompted to enter your password followed by #.

Best Practice

IP Telecom recommends configuring your voicemail box to delete voicemails after the email notification has been sent with the recording. If you don't have this setting, your voicemail box might become full with messages you have listened to in the email but haven't removed from your voicemail box. For instructions, see Delete voicemails from phone automatically.

Faxbox (fax to email)

Fax to email for hosted PBX can be set up in a combination of the following ways:

  • Receive fax only
  • Send and receive fax (requires a faxbox setup)
  • Single user (only one user can send and receive fax)
  • Multi-user (anyone in the office can send/receive)

Important

The maximum size limit for documents sent as fax sent to email is 10MB. This cannot be changed.

Configuring fax-to-email for hosted PBX

Add a user in the SmartPBX to represent a general fax number (multi-user) or use an existing user if all faxes will be sent and received by them (single user). See Adding a user.

Create a faxbox in SmartPBX > Users.

  1. Select the user that you added and click in the User Features column.
  2. Click Faxbox and enable the feature by using the toggle.
  3. Specify the fax number.
  4. Save your changes.

Create a Faxbox in Callflows > Fax boxes, see Adding a faxbox.

Create a callflow in the Callflows app using the fax number pointing to the ‘Receive Fax’ option and select fax user as recipient.

  1. Go to Callflows > Callflows.
  2. Click Add Callflow.
  3. Add the number where the faxes should be received.
  4. From the "Actions" on the right hand side, click Advanced.
  5. Drag the Receive Fax action over to the new callflow.
  6. Click for the menu, and from the Which user? dropdown, select the fax user.
  7. Check the box for Enable T.38.

Sending and receiving faxes using faxbox

To send a fax, check the following prerequisites:

  1. Check that you have a faxbox service set up on your account, see Adding a faxbox.
  2. You should have a unique domain for sending faxes. You or your portal administrator can check this in Callflow App > Fax Boxes > Select fax box > Advanced > SMTP.

To send a fax using faxbox

  1. Create a blank email with no subject.
  2. In the "To" field of the email, enter the fax number as digits only followed by the custom address set for your company: {faxnumber}@{uniquedomain} e.g. 0123456789@1a2b3c4d5e6f.companyname.ie
  3. Attach a single PDF to the email containing the fax content.
  4. Check that you have added the attachment, otherwise the fax will not succeed.
  5. Ensure that there are no other attachments such as pictures (email signatures count as a picture).
  6. Send the email.

To receive a fax using faxbox

Create a callflow using fax number pointing to ‘Receive Fax’ option and select fax box as recipient.

  1. Go to Callflows > Callflows.
  2. Click Add Callflow.
  3. Add the number where the faxes should be received.
  4. From the "Actions" on the right hand side, click Advanced.
  5. Drag the Fax Box action over to the new callflow.
  6. Click for the menu dropdown, select the fax box required.

Important

Fax to email for SIP trunk is not supported, contact IP Telecom Support for assistance with this.

Conference bridge

The hosted PBX account has a main conference number which is configured at Smart PBX > Main Number > Main Conference Number. Each user must enable the conference bridge feature and then set up a personal conference room number.

To set up a personal conference room number:

  1. Go to Smart PBX > Users > User Features for the user that you want to update.
  2. Click Conference Bridge and enable the feature by using the toggle.

  3. The main conference number is assigned. Add your own personal conference room number (this is freetext).

  4. Click Save.

  5. When you create a conference call, provide the main conference number and your personal room number to the meeting invitees.

Info

If you want to create a conference facility that up to 15 callers can join, you can set this up in the Callflows application. See Creating a conference service.

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 Smart PBX > Users > User Features for the user that you want to update.
  2. Click Find me, Follow me and enable the feature by using the toggle.
  3. Choose the device on which to apply "find me follow me".
  4. Deselect the "Do not ring" checkbox and drag the toggle to the number of seconds that the device should ring for.

  5. Check the "Do not ring" checkbox for any device that you don't want to ring. (SIP devices do not ring by default.)

  6. 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.

  7. Save your changes.

Important

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.

Hold music

Customise hold music per user. If a caller is put on hold by that user they will hear the custom music, even if the call was transferred from another device. There are no short codes associated with the hold music feature.

  1. Go to Smart PBX > Users > User Features for the user that you want to update.

  2. Click Music-On-Hold and enable the feature by using the toggle.

  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

Call recording

Record incoming and outgoing calls within your VoIP account or externally.

Info

The phone recording system is extremely flexible, but this flexibility allows multiple combinations of configuration options. IP Telecom strongly advises that you test exactly what is being recorded after you set up your call recording configuration and again after you make any changes. Contact our support team for advice on changes that you are considering.

  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 toggle.
  3. Turn on the specific type of call that you want to record.
  4. Leave the URL field blank. Access the recording in the Call Recording application.
  5. Select the file format and the maximum duration of the recording.
  6. Click Save.

To pause recording during a call, you can use shortcodes to stop and restart recording:

  • *9 to stop recording
  • *7 to restart recording

Every restart command will start a new recording and every stop command will stop the latest started recording.

Warning

If the "force record entire account" setting is enabled, the recording will not be stopped at all.

Do-not-disturb

Enable do-not-disturb to divert all incoming calls for this user directly to voicemail. Alternatively, use the shortcode for "Direct to Voicemail".

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

Direct to voicemail (do-not-disturb) If you don't want to be disturbed, send all calls directly to voicemail.

  1. Press Tran (transfer)
  2. Press ** plus the extension number of the recipient.
  3. Calls will go straight to voicemail.

Intercom or two-way communication

"Intercom" or "two-way" is a feature enabled by short code only that allows you to dial a phone and have the phone automatically go to speakerphone mode. The intercom feature is useful for announcing callers or paging individuals who might not be near their phone. Most phones support intercom, however some may not and the feature can also be disabled on most phones directly.

  • *0 - to answer your phone hands free (if your phone supports intercom)

Move

"Move" is a feature is enabled by short code only that changes the device you're using during a call.

For example:

  • You are driving and started a call on your mobile phone and now you’re back at your desk you want to move the call to a different phone
  • Your call is running overtime and you need to head out to pick up your kids but don’t want to miss out on the rest of the conversation
  • You need to answer the door down three flights of stairs and your call is on a softphone on your desktop, so you want to move it to a mobile device.
  1. 6683 - dial 6683 (without asterix) from the device that you want to move TO.
  2. The system will scan for your in-progress call and "move" it to the phone you are currently dialling from. The call will terminate on device A and move to device B.

Notes

  • Both devices must be assigned to the same user.
  • The devices must be in the same account.

Parking

If you have multiple incoming calls for various recipients, temporarily place calls in a "parking space" using the shortcode and parking space extension. Let the recipient know to pick up the call from the parking space.

Best Practice

Park calls in extension numbers to make it easier to remember, for example, if you want to park a call for Person A at extension 101. You could transfer the call to *3101, and let them know. When Person A is ready to take the call, they simply call *3101 from any phone. Alternatively, each department could have a parking number, for example, sales might park in 500, with a BLF set up to know when they have a call there.

To park a call

  1. Press Tran key (transfer)
  2. Dial *31 and Tran key again to place the call in parking slot 1. 3. Hang up the call and the caller will be placed on hold until you retrieve it.
  3. To use more parking slots use *32 for slot 2, *33 for slot 3, and so on

To pick up a call

  1. Dial *31 from any handset.

To simplify call parking Configure a busy lamp field (BLF) soft key using *31, see Set BLF manually on device.

Note

The length of time a call stays parked is configurable, contact IP Telecom support for details.

Next action

Use the Next Action feature if you want the call to return to the main menu or be forwarded to group if the call isn't answered.

  1. Go to Smart PBX > Users > User Features.

  2. Click Next Action and use the toggle to enable.

  3. Select where you want to route the call if it's not answered.

  4. Click Save Changes.

Note

If the forwarding options are greyed out when you first enable the feature, click save changes and this will reveal the full menu.

More information