USER MANUAL EVCOFFICE PBX. Easy Voip Call Inc.

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1 USER MANUAL EVCOFFICE PBX Easy Voip Call Inc.

2 Contents 1. Admin user Sign up and your first log in to the portal Adding users Mobile Phone Extension numbers Branches Voip Devices Call recording My Profile Profile details Branch and extension numbers Voip devices Caller ID Ringback timeout Click to call me Company Directory Contact info Mute Contacts Web contacts Mobile contacts Phone numbers Adding a number Inbound routing Route types Time spans Extensions Click to call links Company and personal c2c links Adding Click to call link Time spans Voice and Video calls Encryption and media path Video calls During a call features Transfer

3 10.2 Multiple Calls Three way calling (ad-hoc conference) Chats Offline history Delivery and read confirmation SMS Typing notification Notifications Attachments Image Video Audio File Geo-location Share contact (vcard) Reply Forward Star Channels Channel picture and name Delivery and read confirmation Adding guest members Audio conference Dial in access Presence Visual voic Welcome greeting Received voic messages Voic to Speech to text transcription Find me and Do Not Disturb Autoattendants receptionist Menu numbers Call groups Members Algorithm

4 17.3 Ring timeout Ending action Call parks Call queues Greetings Recording from the portal Uploading a file Text to speech Call recordings Account and Billing Account menu Plans Bundles minute plans Virtual numbers (DIDs) subscriptions Payments Device provisioning Softkeys Speed dial Busy Lamp Field BLF Forward Transfer Conference Call park Contacts Integrations Salesforce VUC Portal

5 1. Admin user Sign up and your first log in to the portal In the EVCOFFICE PBX, addresses are the users logins. The given when creating a company account will become the admin user. The admin has access to additional functions which are grouped under the Settings menu. During the sign up you need to enter the total number of users. The number includes the admin account and accounts for your colleagues. This limit can be changed later from the Settings/Account menu. In order to verify your address, the system will send you an with an activation link. Click on it to activate the account and be redirected to the portal. When you log in for the first time as the admin account your first task should be to create accounts for your colleagues. To do so enough is to put their addresses in the form on the initial screen. The platform will send them welcome s with login details. Remember that the EVCOFFICE PBX is best when used both on the web and on mobile, therefore you should also add phone numbers when creating new users. The platform will send them SMS with link to download the app and the provisioning code. When the app is launched first time it asks for the code. On android it will read the code automatically from the SMS. Adding phone numbers in this stage is optional. Each user can add his phone number himself after logging in to the portal and then to the My profile section. 4

6 2. Adding users User accounts can be managed from the Settings/Users menu. There is the list of all existing users which can be modified or removed. You can also add new accounts from there. The limit in the total number of account is shown in the Settings/Account menu and can also be changed from there. If you need to extend the limit, simply click on + icon to add more. Then proceed as per instruction on the screen as it will require changing your current monthly subscription value. When adding a new account, the required fields are and last name. 5

7 2.1 Mobile Phone Adding a mobile phone number will make the EVCOFFICE PBX platform send SMS with verification code to that number. The SMS contains the code and a link to download the mobile app so besides the verification it is also an easy way to get your colleagues download the app. Once downloaded they only have to enter the code (on Android devices the code should be read from SMS automatically) to get their app fully provisioned with their EVCOFFICE PBX account. In addition, since the number if now verified a user can set it as his caller ID for offnet calls (offnet means calls to external contacts, not within the EVCOFFICE PBX service. It applies not only for the calls made from the app but for all calls made from any device or from the portal. Adding the mobile number is optional. The users still will be able to use the mobile app by logging in with the and password which is same as for the portal. The caller ID can be a company number, or you can purchase an additional phone number or numbers and assign to users in the Settings/Numbers menu. 6

8 2.2 Extension numbers Extension is a short number associated with a user. They can be also assigned to other PBX objects which will be described later. A single user can have multiple different extensions. Using extensions is common when people are calling to your company numbers which are connected to auto-attendants. A caller can then dial directly the extension number of a given user or extension number that he knows is of for example a sales department. Using extensions is also very often when using hardware desktop phones as it is just way more convenient to dial a short number instead of entering username. In EVCOFFICE PBX service the phones use a contact book which synchronized with the server but still in some cases using extensions may be faster. 7

9 2.3 Branches Branches allow to group users into separate units. Their role is twofold. First, the users in the company directory are grouped by branches. The second is related to extension numbers. Each branch has own numbering so the short numbers, for example three digits extension number, have to be unique only within the branch, not within the whole company. By default, all newly created users belong to the branch default with prefix 10. Full extension number is represented by the branch prefix and the short number separated by * character. For example, 10*100 or 10*101 or 20*100. If users are in the same branch they can call each other using short numbers only, without dialing the branch prefix. For example, the user A has extension 10*100 and user B extension 10*101. A can call B by dialing 101. And the opposite way B can dial 100 to reach A. Using branches is optional. Since all users will be under the default branch they all can call using the short numbers only. In this case leave the Branch drop down on the default branch and click on the plus button below the Extension field to add a new number. To manage branches or create new ones click on the Branches button in the Settings\Users menu. You will find this button above the users list. 8

10 2.4 Voip Devices EVCOFFICE PBX combines all ways of communications. Users can make calls from the web portal, mobile apps or from a desktop voip phones whichever way they like. The hardware devices are very useful in many businesses especially the models equipped in set of additional PBX functions. You can learn about the models offered by us and recommended to use with EVCOFFICE PBX service. To place an order, contact our sales team. More about configuring a device for a user will be described in Provisioning section. 9

11 2.5 Call recording Tick this option if you want all offnet calls, both inbound and outbound, of the user to be recorded. it does not apply to onnet i.e. user to user calls as they are always encrypted. Only offnet calls will be recorded. The recordings can be listened directly from the Settings/Recordings menu. This menu is available only to the admin user. 10

12 3. My Profile Each user can modify his profile settings through the My profile menu. To get there click on the avatar in the left top corner and choose My profile from the menu. The picture below shows the fields and setting options included in this menu. On top of the screen is a set of buttons leading to certain features screens. They will be described in greater details in separate sections of this document. 11

13 3.1 Profile details A user can set his profile details seen by other users. To add a profile picture (avatar) click on the default picture and choose whether you want to use a camera or upload a previously stored file. A user can also add or modify his mobile number if he wishes to use this number as his caller ID when making calls from the EVCOFFICE PBX platform. As described earlier here, clicking SEND CODE will make the system send an SMS with verification code. 12

14 3.2 Branch and extension numbers Besides the profile details My profile includes the Branch and Extension numbers which are read only as they can be set only by the admin user. Branch can be a department within the company or a physical location. It makes using the company directory easier. Also, using branches simplifies the internal numbering plans as explained in the Adding users section. If you do not want to use branches all users will be assigned to the default branch. Extension numbers cannot be modified or added from the My profile menu. Only the admin can do it from the Settings/Users menu. Here a user can see his extensions. 13

15 3.3 Voip devices Voip devices table shows the devices assigned to the user. On the picture, the two devices are in provisioned state which means that the devices are ready to use. When you add a new VoIP phone (Yealink) you need to enter MAC address and choose the caller ID and optionally configure other options. The newly added device will stay in pending state until you connect the device to network and reboot it. 14

16 3.4 Caller ID Caller ID is the number shown to the called parties when calling offnet numbers. A user can choose one of the numbers assigned to the company i.e. the default company line added during the signup process or a number purchased from the Settings\Accounts. Only the admin user can purchase phone numbers. From the numbers assigned to the company the ones which can be used as caller ID by a user are those which are: - Explicitly mapped to the user in the Settings\Numbers menu - Mapped to an autoattendant - Shared with other user using time routing In addition, a user can set as caller ID his own mobile number under condition that the number has been verified. 15

17 3.5 Ringback timeout Ringback timeout is the time for which an incoming call can ring on your devices. When it elapses, the rules defined in Find me menu will be triggered. By default, incoming calls are directed to voic . 16

18 3.6 Click to call me The click to call me feature creates a link which you can put on a website or include in your signature as an easy way of contacting you either through a call or text. Click on the pen icon to open the configuration panel. Name this is for you only to recognize calls coming from this particular click to call link. The calls will be shown as c2c_name_(display_name), where display_name is the name entered by the caller when prompted after clicking the link. My name shown to the caller it is the name shown on the top of the page which open after clicking the click to call link. Chat- this option enables chat on the click to call page. To see what the click to call page looks like click on the arrow icon. Click on the copy icon to get the link copied to your clipboard. 17

19 4. Company Directory The company directory stores records of every user that belong to the company account. The list view in the sidebar shows the names of the users with their status texts. You can use branches filter to see your colleagues from certain branch only. There is also a search function which instantly filters the results. Click on a row representing a user and the chat view will open on the right. This is the main panel showing all the past communication events in a form of conversation. More on the internal communication among users is explained in further chapters. On the top bar you can see real-time presence status of the user. 18

20 4.1 Contact info To see user profile, click on the profile or click on the menu icon on the right of the bar and choose Contact info. 19

21 The Last seen is shown when the user s status is offline. The offline/online statuses refer only to mobile apps and web portal and indicate when a user is logged in. Still you can call an offline user as the platform supports PUSH notifications and as long as he is connected to internet the call or chat will reach him. Channels in common shows the list of channels shared by you and the user. Starred messages group all the messages that you have marked as starred in this conversation. 20

22 4.2 Mute This function disables sounds notifications for calls and messages sent by this user. If you check Mute in the portal the function will work on all your devices. 21

23 5. Contacts Contacts menu lets you browse the web phone book i.e. Web contacts and your mobile contacts synced with your mobile phone. To synchronize mobile contacts and upload them to the platform a user has to allow for this either during the first start of the mobile app or later from the Settings\Sync contacts menu. If you upload the contacts, you can at any moment remove them by ticking off the sync contacts option in the mobile app settings. Both the web and mobile contacts are private only the user created or uploaded them will see them. You can choose which contacts you want to see by clicking the filter box under the Search field. The default option is All. You can expand it and you will see the Web contacts and list of your devices. If you did not allow the mobile contacts to be uploaded from your mobile app the contacts list for the device will be empty. 22

24 5.1 Web contacts You can add contacts through the portal. They will be available on the web and also on your mobile apps. Click on the plus button to add a new contact. To see contact details, click on the menu on the right side of the top bar. To start a call or to send an SMS click on the contact. The chat window will open on the right. 23

25 24

26 5.2 Mobile contacts Mobile contacts will appear in the portal only if you allow for them to be synced with the server. You can do it during the logging in process on the first start of the app. Or in the settings\sync with web menu. The mobile contacts cannot be modified in the portal. They are synced only one way. If you modify a contact on the mobile it will be updated on the server. If you decide to remove the contacts from the server just go to Settings\sync with web menu on your mobile app and tick off the option. In the portal to see the change you will need to refresh the page. 25

27 6. Phone numbers The EVCOFFICE PBX allows you to buy a phone number from any of 65 supported countries and more than 8000 cities. Already during the signup one or more phone numbers are assigned to your account. You can then add more numbers directly from the portal. The process is fully automated. The moment you place an order the number is assigned to your company account. By default, the numbers are routed to the admin user. You can configure inbound routing from the Settings\Numbers menu. 26

28 6.1 Adding a number Only company s admin can order new numbers. Buying numbers is not available with the Trial package. You need to upgrade your account to paid subscription in the Settings\Account menu. To buy a number go to Settings\Numbers menu and click on the Add phone number. Choose country and an area from the drop-down list. Per each country there is a monthly fee which will be added to your subscription once you confirm the purchase. 27

29 To see the monthly cost for all numbers, go to the Settings\Account menu and click on Manage Phone Numbers button. If you want to resign from a number, you can remove it from that panel. 28

30 6.2 Inbound routing If someone calls a newly added number, it will ring on the admin device. To change the routing go to Settings\Numbers and find the entry representing given phone number. If you want to select another user just click on the route name list and select another user. There are also other route types that may be useful in your company. 29

31 6.2.1 Route types Route types supported by EVCOFFICE PBX platform: User Autoattendant Call group Call parking Intercom group Group voic To change the route type, click on the drop-down list, select which one you want to use and then click on the Route name list. The content of the Route name list changes depending on the selected Route type. Users For the type User, the Route name list comprises of the company s users. If you select a user all calls for that number will be routed to the user s account. If the user is reachable it will ring on his device or web. If not, it will trigger the action set by the user in his My profile\find me menu. Autoattendant For this type, you can select one of the Autoattendant scenarios created in the Settings\Autoattendant menu. A caller will hear the IVR prompt which will guide him through the next steps. Call group Incoming calls will ring on all phones in the selected group simultaneously or sequentially, depending on the chosen method. You can choose a group defined beforehand in the Settings\Call groups. Call parking The incoming call will be automatically parked on the chosen parking. Users can subscribe to a parking so when a new call is parked they will get notification and can pick up the call. On Yealink devices notification is signaled by a blinking led on the button with the call park subscription. Pressing the button makes the Yealink answer the call. Parked calls can also be picked up by direct dialing. You can read more here. 30

32 Intercom group When this type is selected the call will be automatically answered in intercom mode i.e. the devices will put the call on speaker in receive only mode. Group voic For this type, you need to select a call group. A caller is asked to leave a voic which will be then copied to voic boxes of all members of the chosen call group. 31

33 6.2.2 Time spans This feature allows you to set different routing depending on day of the week and time of the day. For example, the main route is user Sean. You can add time span exceptions which define routing which will be valid only in the defined days and hours. On the picture below for the work days after office hours the inbound calls will be routed to autoattendant s scenario with name Reception. On weekends calls will be routed to autoattendant s scenario with name Offline. 32

34 7. Extensions Extensions are short three digits numbers plus two digits branch prefix. Within the same branch you do not need to dial the prefix. If you do not use branches all extensions are created in the default branch. Extensions can be assigned to: Users (it makes easier to dial manually from a device) Call park extension is needed for direct pick up Call group Group intercom Extensions are shown in the Settings\Numbers menu. When adding a new extension choose a branch of leave default if you do not use branches. Then define extension number - has to be unique within branch. Next choose the route type and select the route object. 33

35 8. Click to call links The click to call feature enables communication directly from a web browser simply by clicking a link. It is another dimension of your business phone line. You can generate a link in VUC portal and place it on your website, associate it with a "call me" button or use in your signature. Website visitors or recipients do not have to sign in or download any additional software as the entire app is based on technology supported by browsers. HD audio Video Instant messaging When creating a click to call link you can decide what options should be allowed. You can let your customers chat with you or even have a video conference while browsing your website. Both calls and chats will be received on your smartphone UC app, on your browser or even you can answer a call on your Yealink phone. The answering rules will work too - if a c2c link is directed to a user his answering rules will be used like for any other incoming call. 34

36 8.1 Company and personal c2c links There is no limit in the number of c2c links for a company account. There are two types of the links: personal c2c link pointed to a user c2c link generated by the company UC admin pointed to a user or call group Each regular user can have only one c2c link created and managed by him or herself from the My profile menu. This is a user direct line. 35

37 8.2 Adding Click to call link The c2c links can be also added from the Settings\Numbers menu. The admin can create links which are pointing to either a user or a call group. They are used for different purposes, for example, to be placed on a "contact sales" web page, another link for "contact support" and so on. You may want to route the calls to a group to make sure that there is always someone available to take care of a visitor. The admin can also add more links pointing to the same user. It is an equivalent of having multiple extensions - each for a different mapping. On an incoming call, the display name field will show the name of the c2c link that was used to initiate the call. 36

38 8.3 Time spans You can define exceptions using Time Spans and define when the inbound calls or chats should be diverted to other users or call group. 37

39 9. Voice and Video calls From EVCOFFICE PBX you can call other users as well as phone numbers from other networks (mobile or landline). User to user calls are referred to as free, both in the portal and mobile apps. Free onnet calls- limited to the company users, enabling greater capabilities Paid offnet calls calls and SMSs to external numbers. Calls can be started from contacts, company directory or the recent history menu by clicking an icon representing voice call or video call. Video icon is available only for the onnet calls. User to user audio calling uses HD voice codec which is also dynamically adjusting to different network conditions. The call button by default initiate onnet call. If you want to call external phone numbers hover mouse over the button and you will see the menu with the paid call option. You can also click on the avatar which will open the contact info panel with the list of all user s phone numbers. You can also make a call from the dialpad. To open it go to the Recents menu and click on the dialpad icon in the lower part of the list. The dialpad lets you enter a phone number and make a call or send SMS to it. 38

40 9.1 Encryption and media path Calls made between users using our mobile apps or portal are fully encrypted using DTLS/SRTP. The portal and the apps use the ICE mechanism for establishing media path. They always try to connect first in peer to peer mode, so the media audio and video, are sent directly between users, without going to the server. If you are in the same local WIFI almost for sure the media path will stay within the network and thus the quality of the connection should be perfect. 39

41 9.2 Video calls To start video call, click on the video icon next to the call button. The button is shown only for the onnet contacts. While in the video call, you can click on the full screen icon. 40

42 10. During a call features An active call is shown in the left top corner, on the sidebar. Below the picture of the called contact there are call icons: hold video (enables video, available only for user to user calls) transfer end call 41

43 10.1 Transfer Transfer lets you send a connected call to another number - either onnet or offnet. The caller is put on hold while the call is being transferred. 42

44 10.2 Multiple Calls The portal and mobile apps support two connected calls at the same time. While in a call you can initiate a new one. The first call will be put on hold, the second call will be active. Another case is that you receive second call during an active call. If you answer the first call will be put on hold. The status of the calls active or on hold, is shown on the top of the sidebar. Click on a call to switch between calls. The clicked call will become active and the other will be put on hold. 43

45 10.3 Three way calling (ad-hoc conference) Two simultaneous calls can be merged into a conference by clicking the merge button. A new channel is created with the name Conf call by username initiating the conference with all three parties added as channel s members. The conference initiator and other onnet members will automatically connect to the channel s audio bridge. If a call is of offnet type it will be transferred to the bridge and will be shown in the channel as guest member. Once the conference is created you can add other users or invite non-company users by or send PIN for dial in access. More on the channel s audio conferencing is described here. 44

46 11. Chats Chat panel shows all the communication events with the contact. There are bubbles representing messages, calls, voic s and attachments. Messages exchanged among users are referred to as chats. Messages sent to offnet numbers are referred to as SMS. When you open a chat panel with a company user the default message type will be chat. 45

47 11.1 Offline history All chats are stored on the server. The offline history is synced across all devices. Even if you receive a chat on for example portal it will be on your mobile app too. 46

48 11.2 Delivery and read confirmation When a chat is received by the other user you will get a delivery confirmation which is represented by a double blue tick on the message bubble. One blue tick indicates only that the chat has been received by the EVCOFFICE PBX cloud platform. When a user open chat containing the received message, the sender will get read confirmation and the double ticks will change color to dark blue. Chat s delivery statuses: Sent one blue tick, message reached the platform Delivered two gray ticks, message reached the destination device Read two ticks change color to blue, the receiver opened chat window with the message 47

49 11.3 SMS SMS can be sent to offnet phone numbers from contacts or entered in the dialpad. To send an SMS to a user click on the link button left to the chat input box. It will let you choose between chat or SMS. SMS shows caller ID in the same way as phone calls. Go to my profile menu to choose caller ID. SMSs do not support delivery or read confirmation. 48

50 11.4 Typing notification When you are chatting with another user you can see when he is writing a response. It is shown as a small pen icon just above the input text box in the chat panel. 49

51 11.5 Notifications Notifications are shown in two cases: When the portal is open but you are on another tab or the browser is in background under another app which is in front. When the portal is closed In both cases the browser must be open. Notifications are sent for the following events: chat channel message incoming call missed call new voic When you click on the notification popup it will take you to the browser s tab with the portal. If there is no active portal session, the browser will open the portal in new tab. 50

52 11.6 Attachments Attachments can be sent from the chat panel. They are available only for the chat messages, not for SMS. To send an attachment click on the clip icon on the top bar. For sending files or images you can also drop a file directly on the chat panel. 51

53 Image This feature allows to send pictures taken directly from web camera. 52

54 Video Uses web camera to record short video clips. Up to 10 seconds duration. 53

55 Audio Starts recording. To end just click on the send icon. To cancel just close the panel by clicking the x button. 54

56 File Click on the file icon opens your system file manager from where you can pick a file. Another way is to drag and drop a file to the chat panel. A multiple attachment window will open which allows you to add more different types of attachments to be sent. In the above example a pdf file is chosen. Its preview is shown in the multiple attachments panel. Supported file formats include: Office documents Excel sheets Pdf Bitmap and other graphical formats Mp4 Mp3 Zip 55

57 Geo-location Click on the location icon to send your current location. The location is shown using google map inside the chat panel. 56

58 Share contact (vcard) Contacts are sent in VCARD 3.0 format. Click on the Send contact icon and select the contact to send from the list. When you receive a contact you can add it to your address book by clicking on the plus icon or download it as vcf file which can be added to 3 rd party address book. 57

59 11.7 Reply This function lets you answer a message. It will be shown on the other side in a special way with the message being answered on top of your response. To reply click on the menu icon in the chat bubble. From the popup menu choose Answer. The message to be answered will be shown above the input box where you can enter your response. The Reply feature is available also in Channels. 58

60 11.8 Forward A message or multiple messages can be forwarded to another user or to a channel. Click on a menu icon on a message and from menu choose Forward. Another way is to click on the menu icon on the right side of the chat s top bar and choose from the menu Select messages. Then select messages to be forwarded and press the arrow icon. In next step choose from the list a contact or channel where the message will be forwarded to. 59

61 11.9 Star Each chat can be mark as starred. Click on the menu icon on the chat and choose Mark as starred option. This is a way to group important messages from a given chat. The list of starred messages can be seen from the Contact info panel. 60

62 12. Channels Channels are collaboration tools. They group people that work together on a given project channel members. A channel member can be: Company user Guest user - person invited by (non-company guest user) Members are selected when creating a new channel or can be added to an existing channel. To create a new channel, click on the plus icon in the channel list view. To add new members to existing channel click on the plus member icon located above the members column in the channel main view. This icon is visible only by the channel s admins. An admin is by default the user who has created the channel. One channel can have multiple admins. One admin can grant admin role to another member. Admins can add and remove members. All channels are permanent. They exist until there is at least one member. Members can leave channel by clicking on the leave button in the channel info panel. When an admin leaves a channel and there are no other admin members the system automatically assigns admin role to the first member from the list. Channels support all the chat functions available in one to one chat. 61

63 12.1 Channel picture and name An admin can add a picture which will be shown to all other members. A channel can also have a name its subject. 62

64 12.2 Delivery and read confirmation The confirmations are shown to the sender only when all the members have confirmed. To see a status for a message you can click on menu icon on the message and choose Message info option. You will see detailed information on who has already confirmed the delivery and when and also the read status per each member. 63

65 12.3 Adding guest members Guest members are people that are not the platform users. They do not need an account on EVCOFFICE PBX. You can add guest members when creating a new channel or later by clicking the add member icon. To add guest member, enter her address in the input box above the list of company contacts in the create new channel view. The EVCOFFICE PBX system will send an with a link to the channel. Each link is unique per address and cannot be shared. It allows the guest member to come back to the channel and any moment and always be recognized as the same guest member. Clicking the link will open the channel view in guest mode. It is the same view as for company users with the difference that all other company menus are not available. Only the channel, the list of members and all channel functions are available. The guest member can receive notifications same way as regular user. 64

66 12.4 Audio conference Each user can connect to channel s audio bridge. To do so click on the call icon on the top bar. Users connected with audio are shown on the member list with a speaker icon next to their profile picture. When a member connects to audio bridge a notification is shown in the channel conversation panel. When you connect to audio bridge before other members the system will automatically make calls to other members. If there are already other members connected, you will see Join ongoing call button on the top bar. While in a conference you can add other members or offnet phone numbers to the call by clicking the plus icon on the top bar. You can add other members of the channel as well as other company users which are not members of the channel. When you add a phone number the system will call the number and connect to the conference. Such a number will be shown in the list as guest member. If you open a chat with another user while in the conference, there will be a button Add to call on the top bar which lets you add the user to the ongoing conference. 65

67 12.5 Dial in access Members and guest members can access the conference through the dial in number if only this option is enabled. Tick the checkbox allow phone access to enable. The checkbox is shown on the first panel when creating new channel and in the channel info panel for existing channels. You can change this setting at any moment. Dial in access is useful especially for guest members if they cannot access through browser. Instead they just dial the access number and enter PIN when asked by the IVR system. All this information i.e. the access numbers and conference PIN are sent in to guest members. 66

68 13. Presence Presence lets you see other users status as well as share your current availability and other short information. The status can be set to: Available Busy Away The status text is a short note which will be displayed next to your avatar in the Company directory panel view. You can change your presence information by clicking your profile picture in the top bar menu. If a user is offline and he has not set Busy or Away status the system will show him as offline with gray status icon. In addition, there is an information when the user was last time seen online. 67

69 14. Visual voic To enable voic , go to the My profile and then click Find me button. If your settings are default you should see the entry like in the below picture. The rule means that for all calls, from any number and any DID, the call will be diverted to voic if not answered. 68

70 14.1 Welcome greeting Users can record own welcome greeting. Using the Find me feature a user can set personalized greetings for different caller IDs. To record a greeting click on the Record greeting option in the Find me edit panel. Recorded greeting will be played for this rule. To manage the recorded greetings or to record the default voic greeting click on Greetings button in My profile menu. 69

71 You can record a greeting directly from web or upload an mp3 or wav file. 70

72 14.2 Received voic messages Voic messages are shown in the chat panel of a contact or company user who left the voic . You can play the message directly from the portal. Messages can be downloaded as mp3 file to your hard drive. To see the list of all voic s from all contacts and company users go to My profile menu and click Voic button. 71

73 From this menu, you can see all voic s ordered by date. Messages can be played or downloaded as mp3. 72

74 14.3 Voic to To enable voic to function, tick the checkbox above the voic s table in the My profile\voic s menu. New messages will be sent to your as attachments in mp3 format (the address is set in the My profile menu). 73

75 14.4 Speech to text transcription You can receive your voic s over chat as a text transcription. To enable this option, go to MyProfile and click on the Enable transcription checkbox. When a caller leaves you a voice message you will get a chat with it transcribed just after the new voic notification. 74

76 15. Find me and Do Not Disturb The find me feature allows users to configure actions on unanswered incoming calls. The actions are: Divert to voic Forward to another number or company user Fax box Different actions can be defined for different caller IDs. To configure Find me rules go to My profile menu and click Find me buton. Click the Add button and fill the fields in the Rule panel: 75

77 From defines the caller ID for which the rule will be triggered. Leave blank if you want the rule to work for all callers. The caller ID can be entered manually, for example for the external numbers, or be selected from the company directory. Priority rules with the same From value have to have different priorities. 0 denotes the highest priority. For example, if the highest priority rule triggers the call forward action and the call fails, the next rule, with lower priority, is processed. Response defines the action associated with the rule. Can be voic or call forwarding. To - if the selected action is Forward to, enter here the phone number to which the call will be sent. If voic is chosen, the To field lets you select the voic s welcome greeting. This setting overrides you default voic greeting set in the My profile. Thus, you can set personalized greetings for different callers. DND Do Not Disturb. When enabled, the rule will be triggered the moment the call arrives, without trying to connect to the user. For example, if you check the DND checkbox for the voic rule, with the From set to any, the system will be sending all the incoming calls straight to voic box, without ringing on your side. Note: the platform supports PUSH notification services for mobile clients. When you close the app still the system will try to send PUSH notification first and only after timeout (30 sec) it will proceed with the Find me rules. 76

78 16. Autoattendants receptionist Autoattendant is an IVR scenario that assists callers and lets them connect to an appropriate person. A company can have multiple auto attendant scenarios. They can be created and managed from Settings\Auto attendant menu. A scenario has following properties: Name a description of the scenario Welcome greeting optional, a greeting played when a caller connects to the scenario Assign phone number optional, lets you hook a number or numbers to the scenario, when called the autoattendant will answer and proceed with the scenario. A scenario can also be a menu option and in that case, it does not need a phone number. Direct extension dialing lets callers dial an extension number within the PBX Menu numbers lets a caller press a number associated with an action, for example press 1 to connect to sales, press 2 to connect to support 77

79 Non-activity timeout how long the IVR will wait for caller to dial a menu number of extension; when elapsed the on timeout action is triggered. Invalid input when a caller dials a number that does not match any of the menu numbers nor the extension numbers (if extension dialing is allowed) On timeout or invalid input action: play greeting choose a greeting to be played, if you choose to repeat scenario again you can play for example No number was chosen, press 1 to connect repeat scenario define how many times the scenario can be processed, when this number is reached the scenario moves to the ending action Ending action: play greeting and : disconnect dial menu number you can choose which menu number will be dialed. For example, you may want the caller to be connected with default operator if no menu number pressed. 78

80 16.1 Menu numbers Menu numbers are mapped with actions. Menu numbers can be in any order e.g.: 1 to connect with Sales hunt group 2 to connect with support receptionist 30 to connect to external number 0 to connect with an operator (user) Menu numbers can trigger following actions: - another auto attendant scenario - call a user - call an external number - connect to a fax box - connect to user voic - connect to group voic - call a hunt group If a caller pressed a number that does not match any of the menu numbers: a) If the option allow extensions dialing is enabled the system will check if the dialed number is an extension and will try to connect. If there is no extension, the invalid input action will be triggered b) On invalid input action will be triggered 79

81 17. Call groups Call group lets distribute incoming calls to several users (group members). To create and manage groups go to Settings\Call groups menu. A group can be associated with a phone number or extension through the Settings/Numbers menu or can be assigned to an auto attendant menu numbers. When a call arrives to a number which is assigned to a call group, the system starts sending calls to the group s members according to the defined algorithm. Note: members Find me settings are not used for calls directed to call group. That means that a call cannot be forwarded to user s voic or other number defined in her Find me rules. 80

82 17.1 Members Members are the company users assigned to the group. One user can be assigned to many different groups. 81

83 17.2 Algorithm Specifies which member will be selected for the call. Simultaneous the system rings all members at the same time Circular the system remembers the member who answered the previous call and tries to send the call to the next member in the list 82

84 17.3 Ring timeout Defines the maximum time when the caller waits for the call to be answered. When timeout occurs, the system moves to the ending action. 83

85 17.4 Ending action You can choose a greeting to be played and the action that follows. The action can end the call or dial an input (menu number). The dial input option works only if the hunt group is reached through the auto attendant menu. If the hunt group is called directly this setting is ignored. 84

86 18. Call parks Call parking is a feature that allows a user to put a call on hold and let other user pick it up and continue conversation. The call park feature is usually activated by pressing a preprogrammed button on a phone which transfers the current conversation to a parking extension number and immediately puts the conversation on hold. This event is called parking the call and the call is said to have parked onto a certain extension. The call can later be retrieved by dialing the parking extension number. If no one picks up the parked call within the defined time, the system will transfer the parked call back to the person who originally parked the call. In the Settings/Call parks menu you can create and manage call parks. Each park has its name and timeout. To assign an extension number, go to the Settings/Numbers menu. 85

87 19. Call queues Call queue is a feature that places all callers to a shared parking and then initiate a group call to the queue's members (agents). To configure a queue you need to: choose an existing call parking or create a new one. choose a greeting that will be played while a caller is waiting to be picked up add members that will be receiving calls You can have multiple queues assigned to different phone numbers or scenario's short numbers. Calls from a queue can be picked up by: - Answering a group call - BLF - Direct pickup from parking, just dial the associated parking extension 86

88 87

89 20. Greetings This menu lets the admin to manage the greetings used in various features such as auto attendant or call group. Note: the greetings defined in the Settings/Greetings menu are not personal user s greetings which are managed from the My Profile menu. The greetings can be recorded directly from the VUC portal or be uploaded as audio files. 88

90 20.1 Recording from the portal When recording a new greeting you need to specify the name of the greeting and then press record icon on the right (below the name input field). The record button will change to the stop icon. After recording you can play it back and if all ok upload to the system by pressing the cloud icon. 89

91 20.2 Uploading a file Supported formats include mp3 and wav. Click on the upload button at the top and select an audio file. After being compressed the file is uploaded to the system. 90

92 20.3 Text to speech Using this function, you can create greetings by simply entering the text. Go to the Greetings menu and press Text to Speech button. Enter the greeting's name. Type the greeting text. Choose a voice from the list. Click on Convert. After a moment the conversion should be done and a play button should appear in the bottom left. Click on it to listen the greeting. If it is ok, click save to store the greeting. 91

93 21. Call recordings An admin user can enable call recording option per user. To do it go to Settings/Users menu, click on a user and in the edit view tick the Record offnet calls. The recordings can be managed from Settings/Call recordings menu. They are available only for the admin user. You can: Listen to recorded conversation directly from web Download a recording as mp3 file Remove a recording 92

94 22. Account and Billing 22.1 Account menu The account menu is available only to admin users and is in the Company settings menu. 93

95 22.2 Plans When you sign up to the EVCOFFICE PBX, you choose the service plan. The offered plans differ in price per user and the number of included minutes. You can see what is your current plan and you can choose another plan by clicking on the Change button and selecting another plan from the list. If you have a trial plan you can upgrade to a paid one. Below, you can add or remove user licenses by clicking the plus or minus buttons. When you add the total price will increase. It is the amount you will be charged per month. If you agree click on the Modify subscription button below the table. If you want to decrease the number of user licenses make sure that the number of users in the PBX/Users is not higher than the number of subscriptions you want to change to. Otherwise the system will ask you to remove the appropriate number of users first. Note: there is a minute plan that comes with each subscription. The minute plans add up and are shared by all users within the company The payments for the user s subscriptions are made automatically through Paypal. If for some reason the subscription payment cannot be processed you will receive a notification. In such case please contact our support to prevent disruption of the service. 94

96 22.3 Bundles minute plans A minute plan is a bundle of minutes to certain country or countries which is sold at certain price. The plans have expiry date one month. After that time the minutes are removed. If the plan is successfully prolonged for the next month the minutes are added to the company account again. The payments for the plan s subscriptions are made automatically through Paypal. If for some reason the subscription payment cannot be processed, you will receive a notification. In such case please contact our support to prevent disruption of the service. Note: the minute plans are assigned to the company account and are shared by all the company s users. It applies to the plans that come with the user subscriptions too. The minute plans have also the plus and minus icons next to them. They let you purchase more plans or decrease their number. If you decrease, the system will not bill you for the removed plans on the next payment date. 95

97 22.4 Virtual numbers (DIDs) subscriptions A virtual number (DID) can be ordered from the Numbers menu. In the Account menu you can see the list of all DID numbers and associated monthly costs by clicking on Manage Phone Numbers button. Click the Add number button to start the wizard, same as from the Numbers menu described earlier. You can also remove numbers. In the case of removal, the change will take effect from the next payment date. Ordered virtual numbers are active and ready to use immediately after placing the order. 96

98 22.5 Payments The payments menu contains: Payments history Recurring payments Invoices Invoices are generated monthly at the first day of each month. They include all the paid items. The Recurring payments menu shows the subscription historical payments and the payments due in next payment cycle. 97

99 23. Device provisioning The platform supports VoIP desktop phones (VoIP devices). The recommended brand is Yealink but on request other devices can be added such as Polycom. Each user can have multiple devices assigned to his account. They all will register to the service using the same account. Devices can be added: - by admin user through the Users menu; Admin can manage devices of other users - by a user through the My Profile menu To add a device, you need to click on the plus icon and then enter the following: MAC address it is a unique address of each device, usually can be found on a sticker on device Caller ID you can choose a number from the list; the number will be used as caller ID for calls made from the device Click the Save button and then reboot the device. The device will connect to the provisioning server and download the account configuration. After that it should show the account name on its display and be ready to use. On the list of devices the status should be now Provisioned. Note: you need to enter provisioning server address in the device s settings. When you have a device shipped by us it is already configured. If bought from another source make sure that the provisioning server address is set to 98

100 23.1 Softkeys Softkeys are the buttons around the LCD display or on the device s extension module. In some models, they are also displayed on the screen. Softkeys can be associated with different actions which will be triggered when a button is pressed. To define softkeys actions click on a device in the VoIP devices list and then click on Add softkey. The number of all keys is limited to 30. How many keys can be defined in your device will depend on the device s model and can be less than this number. 99

101 Softkey s actions include: Speed dial BLF Forward Transfer Conference Call park Depending on what action is chosen there are different options available in the list in the Details column. 100

102 23.2 Speed dial The available options are: User choose a username from the list in the next column. Pressing the key will make a call to the user Call group choose a call park name from the list. Pressing the key will call the group and pick up the parked call Group intercom choose the call group from the list. Pressing the key will make the intercom call which is answered automatically on all devices in the group in the receive only mode. Channel choose the channel name from the list. Pressing the key will connect to the audio bridge of the channel External number enter a phone number which you want to dial when pressing the key 101

103 23.3 Busy Lamp Field BLF BLF lets you see when a monitored user, chosen from the list of users, is in one of the following states: incoming call the lamp next to the key blinks in red color; pressing the key in this state will pick up the call. It is useful when you know that the other user cannot take the call and you answer on your phone instead call connected the lamp is solid red idle the lamp is solid green 102

104 23.4 Forward Call forwarding can be set to direct incoming calls to: another user external number channel audio bridge Works for incoming calls, when the key is pressed the call is forwarded to selected destination. 103

105 23.5 Transfer Available options for the Transfer action are: user channel audio bridge external number Transfer works for connected calls. When the key is pressed the call will be transferred to predefined destination. 104

106 23.6 Conference This action creates an adhoc 3 party conference with the connected call and a predefined user or external number. 105

107 23.7 Call park Choose a call park from the list. The role of this function is following: to monitor the call park when there is a call parked the lamp will blink. Pressing the key in this state will pick up the call to transfer the connected call to the call park - when you are in a call and press the key the connected call will be transferred to the call park and put on hold. A call can be picked up by another user who is monitoring the call park. 106

108 23.8 Contacts A provisioned device downloads the contact directory from the platform. There are three directory types: Company directory contains the company users Contacts contacts created in the cloud (from VUC portal) and contacts shared from mobile apps Channels list of available channels, selecting a channel will make a call to the channel s audio bridge To open the directory, click on the button labeled Contacts (below the LCD display) and then choose one of the directory and navigate using the buttons below to find a contact and make a call. 107

109 24. Integrations The UC/PBX platform provides integrations with 3 rd party systems. To enable an integration, go to Company settings and click on Integrations. 108

110 25. Salesforce Integrating with Salesforce required several steps to be done on both VUC and in your Salesforce account. There are two parts of the integration: Web phone element accessible directly from Salesforce portal it lets you make and receive calls without leaving the Salesforce. For inbound calls it opens the contact page for recognized caller IDs API to API integration, create tickets for both inbound and outbound calls made from any device works with desktop phones or our mobile apps 109

111 25.1 VUC Portal In the VUC portal go click on Salesforce integration. Then, in next step choose either the Service Cloud or Sales Cloud configuration. They differ in how new tickets are created. Next, you can choose for which inbound numbers (DIDs) tickets will be created. For example, you may want to add to salesforce information about incoming calls to your main business line only. 110

112 For outbound calls, you can select that only calls made by some of the company users will be added to Salesforce. 111

113 In last step, you can change the default mapping of the calls states versus tickets statuses (on the right). For example, for a new outgoing call that is now in ringing state (not yet connected) a corresponding ticket will be created with status NEW. When call is connected the ticket status will be updated to WORKING. 112

114 113

End User Guide. FastFind Links. Using Your Desk Phone. Using the User Web Portal. Voic . Answering Rules and Time Frames. Contacts.

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