Yeastar Cloud PBX Call control

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Emergency Number

Add an Emergency Number

To ensure that the extension users can make emergency calls at any time, you need to add emergency numbers on Yeastar Cloud PBX. You can also set an alert to notify the emergency contacts that an emergency call has been dialed.

Note: Emergency calls have the highest priority. If the trunk used to make emergency calls is busy, the PBX will terminate the ongoing call, and place the emergency call.
  1. Go to Settings > PBX > Emergency Number, click Add.
  2. In the Emergency Number field, enter the emergency number.
  3. In the Trunk field, set the trunk to make emergency calls.
    1. In the drop-down list, select a trunk.
    2. Optional: If the selected trunk needs a prepended number before the emergency number, enter a prepended number in the Prepend field.
      For example, if your trunk needs a prepended number 0 before the emergency number 911, users should dial 0911 to make the emergency call. To comply with the user’s dialing habit, you can set the Prepend as 0. In this way, users can dial 911 as they usually do.
    3. Optional: Click  to add another trunk.
      Note: If the first trunk cannot work properly, the PBX will use the second trunk to make calls.
  4. In the Notification field, select the notification contact.
    If someone makes emergency calls through the PBX, the contacts will receive notification calls on their extensions.
    1. In the drop-down list, select a contact.
    2. Optional: Click  to add another contact.
  5. Click Save and Apply.

 

Manage Emergency Numbers

After you add emergency numbers, you can edit or delete them.

Edit an emergency number

  1. Go to Settings > PBX > Emergency Number, click  beside the emergency number that you want to edit.
  2. Edit information of emergency number.
  3. Click Save and Apply.

Delete an emergency number

  1. Go to Settings > PBX > Emergency Number, click  beside the emergency number that you want to delete.
  2. In the pop-up window, click Yes to delete the selected emergency number.
  3. Click Apply.

Time Conditions Overview

A Time Condition is a time group, which can be applied to outbound routes and inbound routes. You can use Time Condition to control calls based on date and time.

What is a Time Condition used for?

A Time Condition contains a time group.

  • Apply Time Condition to an Inbound Route

    Time Condition is typically used to control the destination of an inbound call based on the date and time.

    You can select a Time Condition and set a corresponding destination for an inbound route. When a call reaches the PBX, PBX will route the call to the destination when the current system time matches the time defined in the Time Condition.

  • Apply Time Condition to an Outbound Route

    You can also apply Time Condition to an outbound route to limit when the users can use the outbound route.

 

Set Time Conditions

A Time Condition is a time group, which can be applied to outbound routes and inbound routes. This topic describes how to set office hours, non-office hours, and holidays on Yeastar Cloud PBX.

Set office hours

Add a Time Condition according to your office hours. Apply this Time Condition to inbound routes to route incoming calls during office hours to the corresponding destination.

  1. Go to Settings > PBX > Call Control > Time Conditions > Time Conditions, click Add.
  2. In the Name field, enter a name to help you identify it.
  3. In the Time field, set the time according to your office time.
  4. Click  to add another time period.
  5. In the Days of Week field, select your office days.

  6. If you want to apply the time period(s) to specific dates, select the checkbox of Advanced Options, and set the month and the days of month.
    Note: Advanced Options is disabled by default, which means that the time period(s) will be applied throughout the year.
  7. Click Save and Apply.

Set non-office hours

PBX has a default Time Condition-Other Time. Generally, when you’re configuring an inbound route, you can set one destination for office hours, and set the other destination for Other Time.

However, you may need to add another Time Condition to route incoming calls to other destinations due to company’s schedule. For example, you want all incoming calls during lunch break to be routed to the receptionist. In this way, employees can enjoy nap time without missing any important calls.

In this case, you can add another Time Condition for non-office hours.

  1. Go to Settings > PBX > Call Control > Time Conditions > Time Conditions, click Add.
  2. In the Name field, enter a name to help you identify it.
  3. In the Time field, set the time according to your non-office time.
  4. Click  to add another time period.
  5. In the Days of Week field, select your office days.

  6. If you want to apply the time period(s) to specific dates, select the checkbox of Advanced Options, and set the month and the days of month.
    Note: Advanced Options is disabled by default, which means that the time period(s) will be applied throughout the year.
  7. Click Save and Apply.

Set holidays

You can add a group of holidays and set a Time Condition destination like an IVR for the holidays on your inbound route. When a customer calls to your company during holidays, the PBX will route the call to the IVR and inform your customers that you are on vacation.

  1. Go to Settings > PBX > Call Control > Time Conditions > Holiday, click Add.
  2. In the Name field, enter a name to help you identify it.
  3. In the Type field, select a type.

    • By Date: If the holiday such as Chinese Spring Festival varies every year, select this type.
    • By Month: If the holiday such Chinese National Day always falls on the same calendar date, select this type.
    • By Week: If the holiday such as Thanksgiving Day always falls on the same week, select this type.
  4. In the Start Date field, select the start date of the holiday.
  5. In the End Date field, select the end date of the holiday.
  6. Click Save and Apply.

 

Manage Time Conditions

After you create Time Conditions, you can apply them to inbound routes or outbound routes. You can also edit or delete the Time Conditions.

Apply a Time Condition to an Inbound Route

You can apply a Time Condition to an inbound route to route inbound calls to different destinations according to your business hours and schedule.

  1. Go to Settings > PBX > Call Control > Inbound Routes, click  beside the inbound route that you want to edit.
  2. On the Inbound Route page, select the checkbox of Enable Time Condition.
  3. Click , and select a Time Condition from the drop-down list.
  4. Select destination from the drop-down list.

    Inbound calls will be routed to the pre-configured destination if the date and time of the calls match the time condition.

  5. Click Save and Apply.

Apply a Time Condition to an Outbound Route

You can apply a Time Condition to an outbound route to limit when the extension users can make outbound calls.

  1. Go to Settings > PBX > Call Control > Outbound Routes, click  beside the outbound route that you want to edit.
  2. On the Outbound Routes page, select the Time Condition which will be applied to the outbound route.

    Only in this time period can extension users make outbound calls via this outbound route.

  3. Click Save and Apply.

Edit a Time Condition

  1. Go to Settings > PBX > Call Control > Time Conditions, click  beside the Time Condition that you want to edit.
  2. Change Time Condition settings according to your needs.
  3. Click Save and Apply.

Delete a Time Condition

After deleting a Time Condition, related configurations of the Time Condition in both inbound routes and outbound routes will be deleted automatically.

  1. Go to Settings > PBX > Call Control > Time Conditions, click  beside the Time Condition that you want to delete.
  2. On the pop-up window, click Yes and Apply.

Time Condition Examples

In this topic, we offer you configuration examples of Time Conditions to help you understand how to set office hours, non-office hours, holidays and apply these Time Conditions to inbound routes and outbound routes.

Office hours & non-office hours example

Assume that your office hours are Monday – Friday from 9:00 to 18:00, and the lunch break starts from 12:00 to 13:00.

According to your office hours, you can set two Time Conditions as follows..

  • Office hours

  • Lunch break

Holiday examples

Yeastar Cloud PBX supports 3 types of holidays.

  • Set a Holiday by Date

    If date of a holiday varies every year, you can set a holiday by date.

    For example, Chinese Spring Festival falls on February 15th-21st. You can set the holiday as follows.

  • Set a Holiday by Month

    If a holiday always falls on the same date, you can set a holiday by month.

    For example, Christmas falls on December 25th every year. You can set the holiday as follows.

  • Set a Holiday by Week

    If a holiday always falls on the same week, you can set a holiday by week.

    For example, Thanksgiving Day falls on the 4th week of November. You can set the holiday as follows.

Route inbound calls based on Time Conditions

On Inbound Route page, enable Enable Time Condition, click  to add Time Conditions, and set corresponding destinations.

For example, the following table is a schedule of Time Conditions for a company.

Time Condition Destination
Office hours IVR
Lunch break Extension 1000
Holiday Holiday IVR
Other time Voicemail
Note: All holidays will be integrated into one Holiday, you don’t have to select holidays one by one from Time Condition on inbound routes.

You can set Time Conditions as follows.

Restrict when to make outbound calls

On Outbound Routes page, select Time Condition, which means that only in this time period can extension users make outbound calls via this outbound route.

 

Time Condition Override

The Time Condition Override function is used to switch the inbound call routing against the Time Condition. An authorised user can dial Time Condition feature code to override the time condition.

Scenarios

Company A sets day time condition and night time condition in an inbound route with different destinations.

The staffs occasionally leave early or someone needs to enable the night time condition manually. In this scenario, the staffs can dial override feature code to override the time condition.

Time Condition feature code

When you enable and add Time Condition on an inbound route, you will see the default generated feature code for the Time Condition. If you want to disable Time Condition Override, dial the Reset feature code *800.

You can go to Settings > PBX > General > Feature Code > Time Condition to change the feature code prefix.

Set extension permission to override Time Condition

By default, users have no permission to override Time Condition. You can set which extension users can override Time Condition.

  1. Go to Settings > PBX > General > Feature Code > Time Condition, click Set Extension Permission.

  2. Select the desired extensions from Available box to Selected box.
  3. Click Save and Apply.

 

Monitor Time Condition State

You can set a BLF key on your phone to quickly override Time Condition and monitor the Time Condition state.

We take Yealink T53W v95.0.0.0.0.0.1 as an example to explain how to set BLF keys to monitor Time Condition state.
  1. Set Time Condition Override permission for the extension that is registered on the IP phone.
    1. Log in PBX interface, go to Settings > PBX > General > Feature Code > Time Condition, click Set Extension Permission.
    2. Select the desired extension from Available box to Selected box.
    3. Click Save and Apply.
  2. Set BLF keys on the phone where the extension is registered.
    1. Log in the phone web interface, go to DSS Key > Memory Key.
    2. Set Key Type as BLF.
    3. Set Key Value as feature code of Time Condition.
    4. Select the Line as the extension registered line.
    5. Optional: In the Extension field, enter a description of the key.
    6. Click Confirm.

    The BLF LED will show the Time Condition state.

    • Red: The PBX is using this Time Condition; inbound calls go to the destination of the Time Condition.
    • Green: This Time Condition is not in use.
  3. Press a BLF key to override Time Condition, the BLF LED turns to red.

    You can also log in the PBX web interface, and check the Time Condition state on configuration page of Inbound Routes. If the state shows , it indicates that the PBX is using the Time Condition, and route all incoming calls to destination of the Time Condition.

Inbound Route Overview

An inbound route is used to tell the PBX where to route inbound calls based on the caller’s phone number or the DID number. Inbound routes are often used in conjunction with time conditions and an IVR.

DID routing & Caller ID routing

Yeastar Cloud PBX allows two specific types of inbound routing: DID Routing and Caller ID Routing. You can set both DID routing and Caller ID routing for an inbound route, or set one of the routing types.

If you don’t specify DID numbers and Caller ID numbers on the inbound route, the inbound route will match and route all inbound calls to a pre-configured internal destination on the PBX.

Inbound routes can send inbound calls to destinations as follows:

  • Hang up
  • Extension
  • Extension Range
  • Voicemail
  • IVR
  • Ring Group
  • Queue
  • Conference
  • DISA
  • Callback
  • Outbound Route
  • Fax to Email

 

Add an Inbound Route

To receive external calls on Yeastar Cloud PBX, you need to set up at least one inbound route.

The PBX has a default inbound route. When users call to the selected trunk, the PBX will route the call to an IVR. You can delete the default inbound route, then add a new one to configure settings according to your needs.
  1. Go to Settings > PBX > Call Control > Inbound Routes, click Add.
  2. In the Name field, enter a name to help you identify it.
  3. Optional: In the DID Pattern field, enter a DID number or a DID pattern if you want to route inbound calls based on DID numbers.
    The PBX will route the call only when the caller dials the matched numbers.
    Note: Leave this blank to match calls with any or no DID info.
  4. Optional: In the Caller ID Pattern field, enter a Caller ID or a Caller ID pattern if you want to route inbound calls based on Caller IDs.
    The PBX will route the call only when the caller ID number matches the Caller ID Pattern.
    Note: Leave this blank to match calls with any or no caller ID info.
  5. In the Member Trunks field, select the desired trunk from Available box to the Selected box.
    The PBX will route the inbound call when the caller calls the number of the selected trunk.
  6. If you allow the inbound calls to be routed to a desired destination without time limit, configure the following settings:
    1. Uncheck the checkbox of Enable Time Condition.
    2. Select the Destination.
  7. If you allow the inbound calls to be routed to different destinations based on time condition, configure the following settings:
    1. Select the checkbox of Enable Time Condition.
    2. Click , select a Time Condition and the destination.

      If an inbound call reaches the PBX during the time period, PBX will route the call to the selected destination.

    3. Optional: Click  to set another time condition and destination.
    4. Set the destination for Other Time.

      If an inbound call reaches the PBX beyond the time periods that are defined in the above Time Conditions, PBX will route the call to the selected destination.

  8. Optional: In the Distinctive Ringtone field, enter the ringtone name. Distinctive Ringtone helps users recognize where the call is from.
    Note: Distinctive Ringtone feature needs support from the IP phones.

    For example, the IP phone has a ringtone called “Family”. You can enter “Family” in the Distinctive Ringtone field. When a call reaches the IP phone through this inbound route, the IP phone plays the “Family” ringtone.

  9. Optional: Select the checkbox of Enable Fax Detection. PBX will send the fax to Fax Destination if a fax tone is detected.
    • Extension: PBX will send the fax to Fax Destination if a fax tone is detected.
    • Fax to Email: PBX will send the fax as an attachment to the specified email address. An email address can be associated with extensions or be customized address.
      Note: If you want to send fax to email, make sure system email is configured correctly.
  10. Click Save and Apply.

Manage Inbound Routes

After you create inbound routes, you can adjust the priority of the inbound routes. You can also edit or delete the inbound routes.

Adjust priority of inbound routes

A trunk can be selected to multiple inbound routes. When users call to the selected trunk, the PBX will route the call through the inbound route with higher priority. You can adjust the priority of inbound routes according to your needs.

  1. Go to Settings > PBX > Call Control > Inbound Routes.
  2. Click  to adjust the priority of your inbound routes.

Edit an inbound route

  1. Go to Settings > PBX > Call Control > Inbound Routes.
  2. Click  beside the inbound route that you want to edit.
  3. Edit the inbound route.
  4. Click Save and Apply.

Delete an inbound route

  1. Go to Settings > PBX > Call Control > Inbound Routes.
  2. Click  beside the inbound route that you want to delete.
  3. On the pop-up window, click Yes and Apply.

Import Inbound Routes

You can import inbound routes to quickly set up inbound routing on Yeastar Cloud PBX.

  1. Go to Settings > PBX > Call Control > Inbound Routes, click Import.
  2. Click Download the Template, add the inbound routes information in the template file.

    Note:

    • The imported file should be a UTF-8 .csv file.
    • For requirements of the import parameters, refer to Import Parameters – Inbound Routes.
  3. Click Browse to upload the template file.
  4. Click Import.

Change Inbound Caller ID

By default, the Inbound caller ID on Yeastar Cloud PBX displays the caller’s phone number, you can change the inbound caller ID with Adapt Caller ID feature.

Adapt Caller ID feature is supported on each trunk. Go to Settings > PBX > Trunks, click Adapt Caller ID tab on the trunk edit page to configure the settings.

Example 1

Company A wants to add a digit 0 to the 11-digit incoming caller ID number that begins with digit 1 for quick redial purposes.

For example, company A wants to display 012345678910 instead of 12345678910.

In this case, you can configure Adapt Caller ID on trunk 1, and set the rules as follows:

  • Patterns: 1.
  • Strip: Leave it blank.
  • Prepend: 0

Example 2

Company B wants all Xiamen numbers to be displayed as local number without Xiamen area code (0592) that is received through the trunk 2.

For example, company B wants to display number 5503301 instead of 05925503301.

In this case, you can configure Adapt Caller ID on trunk 2, and set the rules as follows:

  • Patterns: 0592.
  • Strip: 4
  • Prepend: Leave it blank.

Inbound Route Examples

This topic provides sample configurations that will help you understand DID setting and Caller ID setting of inbound routes.

Note: The following examples ignore time condition, you can set time condition according to your needs.

Inbound route without limit

Any calls to the selected trunk will be routed to the inbound route destination. You can set an inbound route as follows:

  • Name: Set a name to help you identify it.
  • Member Trunks: Select desired trunk(s).
  • Destination: Set the destination.

    Leave all other fields blank.

Inbound route based on a DID number

If a trunk has multiple DID numbers, you can add multiple inbound routes that based on different DID numbers. When users dial different DID numbers, they will be routed to different destinations.

The following example shows an inbound route based on DID number 5503301.

  • Name: Set a name to help you identify it. For DID routes, you can set the name as the DID number, which helps you identify the route.
  • DID Pattern: 5503301
  • Member Trunks: Select the trunk that has the DID number.
  • Destination: Set the destination.

    Leave all other fields blank.

Inbound route based on consecutive DID numbers

If a trunk has multiple consecutive DID numbers, you can quickly set the DID number range in an inbound route to route calls to different destinations based on the DID numbers.

The following example shows an inbound route based on DID range 5503301-5503305, which will route calls to extension 1001-1005.

  • Name: Set a name to help you identify it.
  • DID Pattern: 5503301-5503305
  • Member Trunk: Select the trunk that has the DID numbers.
  • Destination: Select Extension Range, and enter the extension range 1001-1005.

    Leave all other fields blank.

Inbound route based on Caller ID

By default, PBX routes inbound calls without limit. If you set Caller ID Pattern, PBX will route calls only when the users’ caller ID numbers match the Caller ID Pattern.

In the following example, the inbound route will route caller ID numbers that start with digit 1 to the destination. For example, number 532352584 that doesn’t start with digit 1 can not call in the system through this inbound route.

  • Name: Set a name to help you identify it.

  • Caller ID Pattern: 1.

  • Member Trunks: Select desired trunk(s).

  • Destination: Select a destination.

    Leave all other fields blank.

Inbound route based on Caller ID and DID numbers

If you set both DID pattern and Caller ID pattern for an inbound route, PBX will check if the DID numbers and the user’s caller ID number match the DID pattern and Caller ID pattern. Only the matched incoming calls can be routed to the pre-configured destination.

In the following example, when users dial 5503301 with phone number starting with digit 1, the inbound call will be routed to the destination.

  • Name: Set a name to help you identify it.

  • Caller ID Pattern: 1.

  • DID Pattern: 5503301

  • Member Trunk: Select desired trunk(s).

  • Destination: Select a destination.

    Leave all other fields blank.

Route Inbound Calls Based on DID

This topic describes what is DID numbers and how to configure inbound routes on Yeastar Cloud PBX to route inbound calls based on DID.

DID numbers

DID (Direct Inward Dialing) is a telephone service that allows outside users to reach a certain destination instead of going to a receptionist or a queue and needing to dial an extension number.

DID numbers are provided by the trunk provider.

The trunk provider usually assigns a range of numbers to the VoIP trunk or the physical trunk. There is an extra charge for the DID numbers. Contact your trunk provider for more information about DID numbers.

Configure DID routing – single DID

Bind a DID number to an inbound destination.

Example:

You purchased two DID numbers from the SIP trunk provider: 5503301 and 5503302.

To route inbound calls to different destinations based on different DID numbers, you can set up two inbound routes for the two DID numbers.

  1. Inbound Route ToSales for DID number 5503301.

    • Name: Set a name to help you identify it.
    • DID Pattern: Enter the DID number 5503301.
    • Caller ID Pattern: Leave it blank, which means no limit on caller’s Caller ID.
    • Member Trunks: Select the trunk that is bound with the DID number.
    • Destination: Select the desired destination. When users dial the DID number 5503301, the call will be routed to the destination.
  2. Inbound Route ToSupport for DID number 5503302.

    • Name: Set a name to help you identify it.
    • DID Pattern: Enter the DID number 5503302.
    • Caller ID Pattern: Leave it blank, which means no limit on caller’s Caller ID.
    • Member Trunks: Select the trunk that is bound with the DID number.
    • Destination: Select the desired destination. When users dial the DID number 5503302, the call will be routed to the destination.

Configure DID routing – multiple DIDs

You can assign DID numbers to extension users one by one. When an outside user dials an DID number, the user can reach a specific extension directly.

Note: The DID numbers should be consecutive DID numbers.

Example: You purchased 10 DID numbers from the SIP trunk provider: 8823201-8823210.

To assign the DID numbers one by one to extension 1001-1010 , you can configure the inbound route as follows.

  • Name: Set a name to help you identify it.
  • DID Pattern: Enter the DID range 8823201-8823210.
  • Caller ID Pattern: Leave it blank, which means no limit on caller’s Caller ID.
  • Member Trunks: Select the trunk that is bound with the DID numbers.
  • Destination: Select Extension Range, and enter the extension range 1001-1010.
    Note: The number of extensions and DID numbers must be the same.

 

Route Inbound Calls Based on Caller ID

This topic describes what is Caller ID routing and how to configure inbound routes on Yeastar Cloud PBX to route inbound calls based on Caller ID.

Caller ID routing

Caller ID (Caller Identification) is a telephone service that displays a caller’s phone number on the called party’s phone device before the call is answered.

Caller ID routing allows users to accept or reject calls based on the caller’s phone number. Inbound calls which match the Caller ID pattern on PBX will be routed to the pre-configured destination. For those unmatched, calls can not be established.

Scenarios

A company is dedicated to offering targeted service for different regions, the company hopes that the Caller ID of inbound calls can be identified and the calls can be routed to responsible employees. In this case, you can set Caller ID patterns for inbound routes.

Configuration Example

Company A assigns pre-sales business in France to Rose, and pre-sales business in America to Mike. Refer to the following table and related configuration figures.

Name Extension Responsible Country Area Code
Rose 1000 France 0033
Mike 2000 America 001

Configure Caller ID pattern for Rose

  • Name: Set a name to help you identify it.
  • Caller ID Pattern: Enter the caller ID pattern 0033..
  • Member Trunks: Select the trunk that is bound with the caller ID pattern.
  • Destination: Select the desired destination. When a caller calls to the trunk with the caller ID starting with 0033, the call will be routed to extension 1000.

Configure Caller ID pattern for Mike

  • Name: Set a name to help you identify it.
  • Caller ID Pattern: Enter the caller ID pattern 001..
  • Member Trunks: Select the trunk that is bound with the caller ID pattern.
  • Destination: Select the desired destination. When a caller calls to the trunk with the caller ID starting with 001, the call will be routed to extension 2000.

 

Distinguish Inbound Calls by Ring Tones

Distinctive ringtone distinguishes calls from different inbound routes. You can set distinctive ringtones on different inbound routes. When a user hears the ringtone of an incoming call, he/she may notice the intention of the call.

Note: Distinctive Ringtone feature needs support from the IP phones. We take Yealink phone as an example.
  1. Log in the phone web interface, go to Settings > Ring, select a ringtone and set the name.

    1. In the Internal Ringer Text field, enter the ringtone name.
    2. In the Internal Ringer File drop-down list, select a ringtone file.
    3. Click Confirm to save the settings.
  2. Log in the PBX web interface, go to Settings > PBX > Call Control > Inbound Routes, select an inbound route to edit.

    1. In the Distinctive Ringtone field, enter the ringtone name that is configured on IP phone.
    2. Click Save and Apply.
When a call comes through the inbound route, the phone will play corresponding ringtone.

Distinguish Inbound Calls by DNIS Name

DNIS (Dialed Number Identification Service) is used to identify where the incoming call is from. You can set different DNIS names for different trunks or set different DID numbers and DNIS names for a trunk. When external users make outbound calls to PBX, extension users can identify incoming call by DNIS name.

  1. Go to Settings > PBX > Trunks, click  beside the trunk that you want to edit.
  2. On the Basic page, enter the trunk DID number, and set the DNIS Name for the DID number.
    Note: For VoIP Peer Trunk, click Advanced tab to find the DID settings.
  3. If the trunk has another DID number, click  to add a DID number and set a DNIS name.

    For example, a VoIP trunk has 3 DID numbers. 5503301 for Support, 5503302 for Sales, and 5503303 for Marketing. When external users dial a DID number, extension users can notice the intention by DNIS name displayed on an IP phone.

  4. Click Save and Apply.
Make a call to the trunk of the PBX, the user who receives the call will see the incoming caller ID and the DNIS name of the trunk.

 

Distinguish Inbound Calls by Caller ID

When inbound calls are routed from a ring group/queue or an IVR, Yeastar Cloud PBX can display the name of ring group/queue/IVR. When the extension user receives a call from the ring group/queue/IVR, he/she may notice the intention of the inbound call.

For example:

Set up two Ring Groups according to your organization, one is named as Sales, the other is named as Support.

You can set up two inbound routes to route incoming calls to different destinations by different trunks, and enable Distinctive Caller ID feature.

  • When external users call to PBX, and IP phones of Sales members ring, “Sales” will be displayed on IP phones.
  • When external users call to PBX, and IP phones of Support members ring, “Support” will be displayed on IP phones.
  1. Go to PBX > General > Preferences, select the checkbox of Distinctive Caller ID.
  2. Click Save and Apply.

 

Outbound Route Overview

An outbound route is used to tell the PBX which extension users are allowed to make outbound calls and which trunk to use for the outbound calls.

How does an outbound route work?

Every time user dials a number, PBX will do the following in strict order:

  1. Examine the number user dialed.
  2. Compare the dialed number with the pattern that you have defined in route 1.
    • If it matches, PBX will route the call out using the associated trunk.
    • If it does not match, PBX will match the number with the pattern that you have defined in route 2, and so on .

 

Dial Patterns of Outbound Route

This topic describes dial pattern settings of Outbound Route to help you understand and configure the dial patterns of Outbound Route.

Pattern

A pattern specifies routing rules to route a call based on the digits dialed by a user. The PBX matches a dial pattern and routes the call out based on the dial pattern.

Pattern Description
X Refers to any digit between 0 and 9.
Z Refers to any digit between 1 and 9.
N Refers to any digit between 2 and 9.
[###] Refers to any digit in the brackets, example [123] would match the numbers 1, 2, or 3.

Range of numbers can be specified with a dash, example [136-8] would match the numbers 1, 3, 6, 7, and 8.
. Wildcard . matches one or more numbers.

Example 9011. matches any numbers starting with 9011 (excluding 9011 itself).
!

Wildcard ! matches none or more than one characters.

Example 9011! matches any numbers starting with 9011 (including 9011 itself).

Strip

Strip is an optional setting, it defines how many digits will be stripped from the front of the dialed number before the call is placed.

Example:

If you set Pattern as 9. and set Strip as 1.

If a user wants to call number 1588902923, he/she should dial 91588902923. The PBX will strip digit 9 from the dialed number, and call the number 1588902923.

Prepend

Prepend is an optional setting. The prepend will be added to the beginning of a successful match. If the dialed number matches the Pattern, the prepend will be added to the beginning of the number before placing the call.

Example:

If a trunk requires 10-digit dialing, but users are more comfortable with 7-digit dialing, you can prepend a 3-digit area code to all 7-digit phone numbers before the calls are placed.

Prefix and dial patterns

Scenarios
Prefix setting appears when you are configuring the following settings:
How to configure Prefix
You need to configure Prefix according to the dial pattern settings on your outbound route. If the Prefix is not configured correctly, the PBX cannot call to the external number successfully.
  • Leave Prefix setting blank

    If the Strip of outbound route is not set, you don’t have to add a prefix before the phone number.

    As the following figure shows, only the destination number that starts with digit 1 can be called out through this outbound route.

    For example, to call number 125451, you should dial the number 125451 directly.

  • Add prefix before a number

    If Strip is set, you need to set the prefix according to the Patterns.

    As the following figure shows, to make calls through the outbound route, you need to add prefix 9 before the number, and the destination number should start with digit 1.

    For example, to call number 125451, you should add prefix 9 before the number 125451.

 

Add an Outbound Route

To allow users to make outbound calls through trunks, you need to set up at least one outbound route on the PBX.

The PBX has a default outbound route with dial pattern X. that allows users to dial any outgoing numbers. You can delete the default outbound route, then add a new one to configure settings according to your needs.
  1. Go to Settings > PBX > Call Control > Outbound Routes, click Add.
  2. On the configuration page, configure an outbound route according to your needs.
    • Name: Enter a name to help you identify it.
    • Dial Patterns: Used to match the digits that users dial. When the dialed numbers match a dial pattern, PBX will route the call out through matched outbound route.
      Pattern Description
      X Refers to any digit between 0 and 9.
      Z Refers to any digit between 1 and 9.
      N Refers to any digit between 2 and 9.
      [###] Refers to any digit in the brackets.
      . Wildcard . matches one or more numbers.
      ! Wildcard ! matches none or more than one characters.
    • Member Trunks: Select a trunk to make outbound calls. If the dialed number matches a dial pattern of the outbound route, PBX will route the call out through selected trunk.
    • Extensions: Select which extensions are allowed to use this outbound route.
    • Password: Optional. Set a password for the outbound route. If a password is set, users are required to enter a password when they try to make outbound calls through this route.
      • None: No password is needed.
      • PIN List: Select a PIN list. Users are required to enter a password in the PIN list when they try to make outbound calls through this outbound route.
      • Single Pin: Enter a password. Users are required to enter the password when they try to make outbound calls through this outbound route.
    • Rrmemory Hunt: Optional.
      • If the feature is enabled, PBX will remember which trunk was used last time, and then use the next available trunk to call out.

        For example, PBX uses the first trunk to call out, then it will use the second trunk to call out next time.

      • If the feature is disabled, PBX will use trunks orderly to call out.
    • Time Condition: Optional. You can define during which time period can users use this outbound route. By default, users can call out through the outbound route at any time.
  3. Click Save and Apply.
Note: After you finish the outbound route configurations, you need to check and adjust the priority of your outbound routes, so that PBX can match and route the call out through the proper outbound route.

Outbound Route Examples

This topic provides sample configurations that will help you understand dial patterns of outbound route.

Route Name: Domestic

In Xiamen, China, local numbers are all 7-digit numbers and the numbers do not start with 0, such as 5503305.

For long-distance calls, you need to dial the 4-digit area code and local numbers, such as 0595-5503305. The area code in China is in the format of 0ZXX, the first digit is 0, and the second digit cannot be 0.

Pattern Strip Prepend Description
90ZXX. 1 Leave it blank.

This is for a long-distance call.

The long-distance number starts with 0, and users should dial 9 before the number.

Note: Before placing the call, PBX will strip the leading digit 9.

Example: To call number 05955503303, the user should dial 905955503303.
9ZXXXXXX 1 Leave it blank.

This is for a local call.

The local number starts with digit 1-9, and users should dial 9 before the number.

Note: Before placing the call, PBX will strip the leading digit 9.

Example: To call number 5503301, the user should dial 95503301.

Route Name: Mobile

All mobile phone numbers in China are 11-digit numbers and start with digit 1, such as 15880260666.

Pattern Strip Prepend Description
1XXXXXXXXXX Leave it blank. Leave it blank. Users can dial the mobile number as they usually do.

Example: To call number 15880260666, dial 15880260666.

Route Name: International_Call

All international numbers start with digits 00.

Pattern Strip Prepend Description
00. Leave it blank. Leave it blank. Numbers start with digits 00 will go through this outbound route.

Example: To call number 16262023379, dial 001626202379.

 

Import Outbound Routes

You can import outbound routes to quickly set up outbound routing on Yeastar Cloud PBX.

  1. Go to Settings > PBX > Call Control > Outbound Routes, click Import.
  2. Click Download the Template, add the outbound routes information in the template file.

    Note:

    • The imported file should be a UTF-8 .csv file.
    • For requirements of the import parameters, refer to Import Parameters – Outbound Routes.
  3. Click Browse to upload the template file.
  4. Click Import.

Manage Outbound Routes

After you create outbound routes, you can adjust the priority of the outbound routes. You can also edit or delete the outbound routes.

Adjust priority of outbound routes

When a user places a call, if the dialed number matches multiple dial patterns, the outbound route with the highest priority will be used. You can adjust the priority of outbound routes to route calls through proper outbound routes, greatly saving calling cost for your company.

Note: The route priority is important, especially if there is some overlap. For example, the number 5503305 matches both a dial pattern of ZXXXXXX and X., the PBX will send the call through the outbound route with the highest priority.

Example:

When users dial 05503301, both of the two outbound routes match 05503301:

  • Outbound Route-Long-distance call: The dial pattern is 0XXXXXXX and uses trunk 1.
  • Outbound Route-Local call: The dial pattern is X. and uses trunk 2.

To call 5503301 through trunk 1, you need to prioritize the outbound route of “Long-distance call”; or PBX will match the outbound route of “Local call” and route the call out using trunk 2.

  1. Go to Settings > PBX > Call Control > Outbound Routes.
  2. Click the buttons  to adjust the priority of your outbound routes.
    Note: PBX will match outbound route from top to bottom.

  • : Put this outbound route at the top.
  • : Move this outbound route upward.
  • : Move this outbound route downward.
  • : Put this outbound at the bottom.

Edit an outbound route

  1. Go to Settings > PBX > Call Control > Outbound Routes.
  2. Click  beside the outbound route that you want to edit.
  3. Edit the outbound route.
  4. Click Save and Apply.

Delete an outbound route

  1. Go to Settings > PBX > Call Control > Outbound Routes.
  2. Click  beside the outbound route that you want to delete.
  3. On the pop-up window, click Yes and Apply.
    Note: After you delete the outbound route, extension users can not make outbound calls through this outbound route.

Outbound Restriction Overview

Outbound Restriction is used to limit how many outbound calls extension users can make within specified time period.

Scenarios

Avoid toll fraud

Most toll fraud is committed from the outside. Hackers may attack the system by registering to extensions and making outbound calls frequently.

With the Outbound Restriction rules, if extension users make outbound calls over the limited frequency, the extensions will be blocked and unable to make outbound calls.

Default outbound restriction rule

The PBX has a default rule to limit users to make maximum 5 outbound calls in 1 minute. You can add another Outbound Restriction rule according to your needs.

Note: We recommend that you keep the default Outbound Restriction rule.

Cancel restriction of outbound calls

If a user makes outbound calls over the limit, the extension will be locked and prohibited from making outbound calls. On Extensions list, the extension status will display .

Double click the icon , the extension will be able to make outbound calls again.

 

Add a Rule to Restrict Outbound Calls

The PBX has a default rule to limit users to make maximum 5 outbound calls in 1 minute. You can add an Outbound Restriction rule to define how many outbound calls the extension users can make during a period of time.

  1. Go to Settings > PBX > Call Control > Outbound Restriction, click Add.
  2. On the configuration page, configure an outbound restriction rule according to your needs.

    • Name: Enter a name to help you identify it.
    • Time Limit(min): Set time in minutes to limit the number of outbound calls during the time period.
    • Number of Calls Limit: Set the number of outbound calls during the specified time period. For example, set Time Limit(min) to 5, Number of Calls Limit to 10. It means if the selected extension users make outbound calls over 10 times in 5 minutes, the extension(s) will be locked and can not make outbound calls.
    • Member Extensions: Select extensions which will be restricted by the rule.
  3. Click Save and Apply.

 

Manage Outbound Restriction Rules

After you create restriction rules, you can edit or delete them.

Edit an outbound restriction rule

  1. Go to Settings > PBX > Call Control > Outbound Restriction.
  2. Click  beside the outbound restriction rule that you want to edit.
  3. Edit the outbound restriction rule.
  4. Click Save and Apply.

Delete an outbound restriction rule

  1. Go to Settings > PBX > Call Control > Outbound Restriction.
  2. Click  beside the outbound restriction rule that you want to delete.
  3. On the pop-up window, click Yes and Apply.

 

AutoCLIP Overview

AutoCLIP (Auto Calling Line Identity Presentation) is an intelligent call matching feature. You can configure AutoCLIP to route inbound calls to original extensions, which will promote your customer satisfaction and work efficiency.

Scenarios

Assume sales representatives in your company often make outbound calls to customers for promotion. More or less, some customers may miss the calls. When customers call back, the calls are routed to the reception or business auto attendant. Neither reception/business auto attendant nor the customers know who placed the call.

With AutoCLIP feature, the PBX can redirect the calls to the original extension users who placed the calls when customers call back.

How does the PBX redirect calls to original extensions?

  1. When extension users make outbound calls, the PBX automatically stores the records to AutoCLIP routing table.
  2. When customers call in the PBX, PBX will search the phone numbers from the AutoCLIP routing table.
    • If there’re matched records in AutoCLIP routing table, the calls will be routed to corresponding extensions.
    • If there’re not matched records in AutoCLIP routing table, the calls will be routed to the destination specified in inbound routes.

 

Configure AutoCLIP to Route Inbound Calls to Original Extensions

With AutoCLIP feature on Yeastar Cloud PBX, the PBX can route inbound calls from customers to original extensions users who placed the calls. This intelligent call matching feature can greatly improve work efficiency and customer satisfaction.

Note:

  • Enable caller ID feature for the trunk that you want to configure AutoCLIP routes, or the PBX can not distinguish the caller ID and perform AutoCLIP.
  • If many extension users make outbound calls to the same external user, PBX will only match the last extension user that placed the call when the external user calls back.
  1. Go to Settings > PBX > Call Control > AutoCLIP Routes.
  2. In the Member Trunks field, select the trunk(s) from Available box to the Selected box.
  3. Configure the AutoCLIP settings according to your needs.
    • Delete Used Records: Select this option, PBX will perform AutoCLIP as follows:
      1. When receiving an external call from customer A, the PBX will search the record from AutoCLIP list, and redirect the call to the original extension user that placed the call.
      2. PBX will delete the AutoCLIP record.
      3. When receiving an external call from customer A again, PBX will always route the call to the destination specified by the inbound route instead of searching the record from AutoCLIP list.
      4. If extension users of PBX make outbound calls to customer A again, PBX will generate AutoCLIP record again.
        Note: To restrict PBX from routing all inbound calls from a certain customer to the same extension user, select Delete Used Records.
    • Record Keep Time: Set how long records can be kept in AutoCLIP list. If keep time of a certain record over the value, PBX will automatically delete the record.
    • Only Keep Missed Call Records: Select this option. Only unconnected outbound calls (missed calls on the called party) will be recorded in AutoCLIP list.
    • Digit Match: The default value is 7, which means if the digit of caller ID is less than or equal to 7, the PBX will match the whole phone number with all phone numbers in AutoCLIP list. If the digit of caller ID over 7, the PBX will match the last 7 digits of phone number with all phone numbers in AutoCLIP list.

      Example:

      1. Extension user 2000 makes an outbound call to customer 15880270666, and an AutoCLIP record is generated.
      2. When the customer calls in the PBX, the caller ID displays +8615880270666, where +86 stands for country code. To make sure the PBX can exactly match the phone number in AutoCLIP list, you should set Digit Match to 11.
      3. If the last 11 digits of +8615880270666 exactly match the phone number in AutoCLIP list, the PBX will route the call to extension 2000.
    • Match Outgoing Trunk: Select this option. The PBX will route the call to the original extension only when the trunk number dialed by external users matches the trunk that used to place the call earlier.

      Example:

      Extension user (1000) uses trunk1 to call external user (15880273600). PBX will route the call to extension (1000) only when the external user (15880273600) calls the phone number of trunk1.

  4. Click Save and Apply.
  5. Test AutoCLIP routes.

    Extension user uses the trunk with AutoCLIP feature to call external users out.

PBX generates an AutoCLIP record when extension user uses the trunk with AutoCLIP feature to call external users out. On the AutoCLIP Routes page, click View AutoCLIP List to view AutoCLIP record.

Share Trunks by SLA

 

SLA Overview

SLA (Shared Line Appearance) feature helps users share and monitor SIP trunks. After enabling SLA feature for a trunk, the trunk works as the exclusive line for SLA station and is unavailable in both inbound routes and outbound routes.

SLA trunk refers to the trunk with SLA feature enabled. SLA station refers to an extension which is bound with a SLA trunk.

  • When an SLA station makes an outbound call through SLA trunk, other members sharing the SLA trunk can monitor the trunk state by BLF keys LED on phone devices.
  • When receiving an external call from SLA trunk, all extensions sharing the SLA trunk will ring.
    Note: If Allow Barge feature is enabled on an SLA trunk, all members can place and join multi-party calls.

After setting up SLA stations on PBX and configuring BLF keys on IP phones, users can monitor SLA trunks, receive calls from SLA trunks, and make outbound calls through SLA trunks.

Make outbound calls

SLA station can monitor the status of SLA trunk according to BLF keys status.

Note: For different phone models, there may be some difference in the status of BLF keys.
  • If the BLF key used to monitor SLA trunk turns green, it indicates that the trunk is available, and the associated SLA station can make outbound calls through this trunk.

    To make outbound calls, the SLA station should press BLF key first, and dial the external number out after hearing a dial tone.

  • If the BLF key used to monitor SLA trunk turns red, it indicates that the trunk is in use. Other SLA stations can not use the trunk to make outbound calls now.

Handle incoming calls

When an external call reaches the SLA trunk, all phones of associated SLA stations will ring, and BLF keys on phone devices will flash in red. Any SLA stations can answer the call by pressing BLF keys.

Barge-in an active call

If Allow Barge is enabled for an SLA trunk, other SLA stations are allowed to join an active call.

When an SLA station is in a call with other users using this SLA trunk, other SLA stations can join the active call by pressing the BLF key.

Hold and retrieve calls

During the call, the SLA station can press the BLF key to hold and retrieve the call. Whether an SLA station can retrieve a call or not depends on the Hold Access.

Note: Hold Access of SLA station has a higher priority than the Hold Access of a trunk.
  • If Hold Access is set to Open, other stations that share the trunk can press BLF key to retrieve the call.
  • If Hold Access is set to Private, the call can be retrieved only by the station that previously put the call on hold.

    SLA Sample Configuration

    In a boss-assistant scenario, sometimes assistant needs to answer calls for the boss. So boss and assistant need to share a trunk. In this topic, we introduce how to configure SLA trunk and SLA station on Yeastar Cloud PBX based on a boss-assistant scenario.

    Assume that the boss’s phone is extension 2000 and the assistant’s phone is extension 1000. The shared trunk name is “sipabc” and the trunk number is 5503305.

    Note: SLA feature should be used in conjunction with BLF keys on phone devices.

    You can set up a shared trunk as follows.

    1. Enable SLA feature.
      1. Go to Settings > PBX > Trunks, click  beside the trunk that you want to enable SLA.
      2. On the Basic page, select Enable SLA and configure the SLA settings.

        • Enable SLA: Select this option to enable SLA on the trunk.
        • Allow Barge: Optional. Whether to allow other SLA stations that share the trunk to join the ongoing call by pressing the BLF key on phone devices.
        • Hold Access: Whether to allow any SLA stations to retrieve a call that’s put on hold.
          • Open: Any SLA stations that share the trunk can retrieve the call.
          • Private: The call can be retrieved only by the SLA station that previously put the call on hold.
        • Failover Destination: The unanswered calls will be routed to the destination.
          • Hang up
          • Extension
          • Voicemail
          • IVR
          • Ring Group
          • Queue
      3. Click Save and Apply.
    2. Add two SLA stations for the same SLA trunk. One SLA station for the boss’s extension 2000, the other SLA station for the assistant’s extension 1000.
      1. Go to Settings > PBX > Call Control > SLA, click Add.
      2. On the SLA Station configuration page, set SLA station for the boss.

        • Station Name: Set a name to help you identify it.
        • Station: Select the boss’s extension 2000.
        • Associated SLA Trunks: Select SLA trunk from the Available box to the Selected box.
        • Ring Timeout(s): Set the timeout in seconds. When receiving an inbound call, the phone of the SLA station will ring until timeout. The default value is 30s.
        • Ring Delay(s): Set the time delay in seconds. Phone of the SLA station will delay ringing after the time defined. The time of Ring Delay(s) can not be longer than the time of Ring Timeout(s). The default value is 0s.
        • Hold Access:Whether to allow any SLA stations to retrieve a call that’s put on hold.
          • Open: Any SLA stations that share the line can retrieve the call.
          • Private: The call can be retrieved only by the SLA station that previously put the call on hold.
      3. Click Save and Apply.
      4. Repeat steps a to c to set the other SLA station for the assistant.

        Note: In the Station field, select the assistant’s extension 1000.

    3. On the boss’s IP phone (extension 2000), configure a BLF key to monitor SLA trunk.

      Note: We take an Yealink IP phone as an example.

      1. Log in the phone web interface, go to DSS key > Line Key to set a BLF key for the boss.
      2. Select a key to configure.

        • Type: Select BLF.
        • Value: Enter {ext_num}_{trunk_name}. In this example, enter 2000_sipabc.

          Note:

          • {ext_num} stands for extension number.
          • {trunk_name} stands for trunk name.
        • Line: Select the line which the extension registers to.
        • Extension: Optional. You can enter the key name to help you identify it.
      3. Click Confirm.
    4. On the assistant’s IP phone (extension 1000), configure a BLF key to monitor SLA trunk.
      Note: We take an Yealink IP phone as an example.
      1. Log in the phone web interface, go to DSS key > Line Key to set a BLF key for the assistant.
      2. Select a key to configure.

        • Type: Select BLF.
        • Value: Enter {ext_num}_{trunk_name}. In this example, enter 1000_sipabc.

          Note:

          • {ext_num} stands for extension number.
          • {trunk_name} stands for trunk name.
        • Line: Select the line which the extension registers to.
        • Extension: Optional. You can enter the key name to help you identify it.
      3. Click Confirm.

      If the configuration is correct, you can see the BLF key LED is on.

      • Green: The trunk is available.
      • Red: The trunk is busy.

    The boss and assistant can share the trunk by SLA.

    Previous: Yeastar Cloud PBX SIP Trunk
    Next: Yeastar Cloud PBX Call Features

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