Questions & Answers. Sangoma Webinar: Building Your Contact Center with FreePBX / PBXact UC. November 2, 2016

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1 Questions & Answers Sangoma Webinar: Building Your Contact Center with FreePBX / PBXact UC November 2, 2016 Q: Can we integrate your systems to ours (e.g. CRM) via API? A: We do not provide a CTI link API per say. FreePBX embeds Asterisk and the AMI interface of Asterisk can be used. There are vendors out there that provide products that convert AMI to TAPI for instance Please note that this is offered with FreePBX and not with PBXact as PBXact is a closed system. Here is a link for more information on the asterisk AMI: Q: Are the IVR recordings available in other languages, like Spanish? A: Multiple languages are available including Spanish. We have a list of supported languages: You will need to enable the language first via the 'Sound Recordings' then go into the recording module to create your recording. Then use it for IVR announcement. See an example screenshot below from the PBX GUI. You can also create your also create your own database of recordings and associate a language to each one (Module System recordings).

2 You can also associate language attributes in your call flows. For instance you can define a specific inbound route to a language, and as far you have the specific language activated you can enforce that language for all system announcements for any call entering on this route.

3 Q: Did you say there was a smart phone app? Like for IOS? A: We do not have a smartphone app as of yet. We have Zulu UC as a desktop widget which simulates a softphone and is an extension companion that provide you call control from your Windows, Mac or Linux desktop. However, at this point what we provide is UC as an HTTP based interface, designed to run in any browser including smart phones and tablets. It is an embedded webrtc phone. Q: Does Zulu UC also provide DSS/BLF monitoring abilities on the Windows based program? A: No. For this capability you can use XactView Dashboard for your Windows Computer for this and much more capability. Here is a link to XactView: Q: Is is possible to queue into callback? A: Yes. Queue Call-back (which is part of Virtual Queue plus module) will have the call part of the same queue which the phone call was part of before the hangup and/or can be adjusted to be placed into another queue/route as you wish. Here is a link to more information: Q: What is the phone APP called for cell phones that controls Time Conditions? A: The Phone App is called Time Conditions however it is not a mobile phone app. It is an app for VoIP IP phones such as Sangoma IP Phones and other vendors. Q: Do you support the softphones? A: FreePBX and PBXact UC are compatible with all SIP clients. If the softphone is a SIP client, which typically is, yes. Q: Is it possible to have phone apps available for desktops? A: This is not available at the moment. We are discussing this on a future roadmap. Q: When you said web call back you mean connected my PBX with my website? A: Correct. The HTML box that you place on your website is connected to the PBX so that when a visitor inserts their phone number in the box, it informs your PBX to call that visitor and connect with an agent. Here is a link to further information on web call back: One of the beauties of this feature is that you are creating Direct Inbound routes to any addressable destination in your PBX. You don t even need a dedicated DID if calls are going to be triggered from a website. This feature is much more cost effective that publishing a toll free number in your website.

4 Q: What is EHS stand for? A: Electronic hook switch - so this means the answer button on the headset controls the phone directly. Q: What appliance is used to send sms? A: This is supported if you are using our SIP trunking service called SIPStation which is available in USA and Canada only. Q: Do phone apps only work on Sangoma phones, or will they work on other brands as well? A: Phone Apps work on other phone brands as well. The list of supported brands is available on our wiki: Q: I'm in the EST and I'd like to purchase a FreePBX 60 but it looks like the PBXact is a better price point with all the software included. Who can I talk to and does the software come with a 25 year license? A: To connect with our sales team you will find a Request to Quote button on our sangoma.com website. You can use the following link to Request a Quote and fill in the details : Q: Can the IVR use TTS rather than custom recording? A: Certainly. Text to Speech is built into FreePBX and PBXact UC out-of-the-box. Its very easy to use, simply select the Text to Speech module from the webgui, type in the text you want, then the destination you want that played in. You have a choice of destination and TTS Engines as well. Here is a link to more information: Q: Can you have different IVR based on time of day? A: Yes. You can use the Time Conditions Module built into FreePBX and PBXact Uc out-of-the-box. You can specify as many time conditions you want and based on that you can have whichever IVR you want to be used at that time. Here is a link to further information: Q: Do we have root access to appliances to apply our desired changes to asterisk config files? A: Yes, root access is available but keep in mind that any additional software that you may want to add or configs to adjust, using root access will change the advertised storage and performance capacity by Sangoma. And for PBXact this can also Void warranty and/or support for the product should anything go wrong. Q: With Queue, can there be an action based on no agents logged in? A: Yes. There is a specific section within the Queue Module for this. The option is called join Empty. You can restrict new callers if agents are not logged into the queue or if agents are logged in but are all paused, unavailable...etc. Here is a link for more information:

5 Q: Can a caller select a different language? A: Yes. You can setup a multi-language IVR very easily with one IVR. Here are the steps required: 1. From the webgui navigate to Admin System Recordings, create a new IVR recording and upload all the languages you require. 2. Navigate to Admin Sound Languages and download all the language files. 3. Navigate to Applications Languages and verify your languages are visible. 4. Set the Destination field to use the main time condition which is used to check the office hours. 5. Navigate to Applications IVR and create a new IVR and create an option for your Language (or languages if you want to support more than one alternative). Q: If a caller selects French, if they are transferred to a person s VM, will the mailbox play a French greeting and will all the prompts be in French? A: In a multi-ivr setup, if the caller is transferred to a user s voic , the language that voic was recorded in will be played. So if you select a user who is of French speaking language only, they would have their voic most likely in French, so it will be played in French. The multi-ivr setup and global language options in FreePBX are independent of a user s voic language. Q: How can we define a Static agent? A: Static agents can be defined within the Queue Module of FreePBX / PBXact UC. From within the Queue module, there are multiple tabs with many options. Simply click on the Queue Agents tab where you will be presented with static agent and Dynamic Agents areas to insert agents. Here is a link to creating static/dynamic agents: Q: Can the Agent manually change the time condition? eg: we close early for some reason and have to go to the after hours IVR. A: Yes, the Agent can do this using the phone app from either the Sangoma phone or any other phone. You can also restrict this feature to specific users as well if you don t want all your agents having this capability. Here is a link to more information: Q: How easy is it to play prompts in different languages, based on options picked in the IVR? And alert the agent receiving the call to the language picked so they can answer accordingly (I suppose this would be a prefix of sorts)? A: Please refer to one of the previous questions for details. You can basically use one IVR to setup a multi-language IVR. Based on the selection the caller uses, they can be routed to the queue with a prefix created, indicating the language. You can use CID prefix which is an option available within the Queue module in the PBX. You can create something like French: <caller Id of caller> then the agent will see the caller is French speaking on the phone s display.

6 Q: Does the system have Holidays? We would play a specific announcement when the business is taking a holiday (Christmas Day, New Years Day, etc). A: Yes. You can create Time Groups for each of your closed times (or use just one group for all). Your system time will be compared against these time groups. Then you can create time conditions which will use these time groups. The Time condition has basically two destinations, one if the time of the call matches the time group assigned, and another if there is no match. Then setup your IVR to point to the Time Conditions destination. For more information: Time Groups: Time Conditions: Q: Are there APIs using which Agent Interface can be customized? A: Yes, you can use the AMI interface that is embedded in Asterisk, which is part of FreePBX. It can be used for Dialers, CRM and Management console integration. For more information, here is a link to further documentation: Q: Is it possible to tag calls as they move through the IVR and report on the tags separately? For example, if there are multiple routes in the IVR to the same queue, I'd like to be able to see which route (options selected) are most popular. A: We do not have this feature built into the product. This would require some development work and you can definitely create a feature request to have our team take a look at including this.to open a feature request please navigate to the following site to connect with our Engineers and create your submission: Q: Does Web Call Back use Captcha or some form of authentication? A: No. Aside from phone number validation you will need to implement security within your web code. You can easily create php code to hide your PBX details. If you wish to also customize the webcall back code we do provide those details: Q: Is redirection service something running in Sangoma cloud? A: Yes. It is a free service in the cloud owned by Sangoma to be used to redirect Sangoma IP Phones to their respective PBX setups. It is used upon first setup of your Sangoma IP phone which maps the MAC address of the Phone to the EndPoint Manager of your PBX automatically. For more information, please visit: Q: Is Hot Desking only available to agents, or can it be used for all users? A: Hot Desking is available to all users, not just agents. Any user that has been given permission to use Hot desking can use it from any IP Phone that has the hot desking app installed. For more information, please visit:

7 Q: Is it possible to use hot desk and queue login without using Sangoma ip phone? Softphone? A: Yes. You will simply need to purchase the Phone app license and install the phone app on your phones. For a list of supported phones please visit: Q: It would be nice if the HA was active-active, but this is great to have in any case. Can they be at different sites? A: They need to be side by side (the heartbeat is a direct ethernet connection between dedicated Eth ports). Q: Can HA work in different WAN? A: Yes, using different routes. But the HA provides a virtual IP address to the cluster. Q: Are there training videos that show how to program the system for these features? A: All instructional material can be found on our wiki: wiki.freepbx.org or wiki2.sangoma.com Q: Are there any trial licenses to test these paid features before purchase? A: Depending on the module in questions, we are open to working with you here. Please contact our sales team to receive further details. You can sales at sales@sangoma.com 2016 Sangoma Technologies. All Rights Reserved