Set up your own IVR if you need to routing incoming calls via an auto attendant.

1. Go to Settings > PBX > Call Features > IVR, click Add to add an IVR or edit the default IVR.
2. Edit the Basic settings of the IVR.
   
   • Number: PBX treats IVR as an extension; you can dial this extension number to reach the IVR from internal extensions.
   • Name: Set a name for the IVR.
   • Prompt: Use the default IVR prompt or select your custom IVR prompt.
   • Prompt Repeat Count: Set how many times the prompt will be played.
   • Response Timeout: Set how long the PBX will wait for the caller to operate.
   • Digit Timeout: After the user enters a digit, the user needs to enter the next digit within the timeout.
   • Dial Extensions: Whether to allow callers to dial extension numbers via IVR.
   • Dial Outbound Routes: Whether to allow callers to dial outbound calls via IVR.
     Note: This option is useful if you interconnect two PBXs. The callers can dial the other PBX’s extension number via the IVR. In this solution, you need to configure the appropriate outbound route and inbound route in both of the two connected PBXs.
   • Dial to Check Voicemail: Whether to allow users to check voicemail via IVR.
     Note: This option is for the users who work out of the office. They can call in the PBX and check their voicemail messages via the IVR.
3. Click Key Press Event tab, set the destination based on callers key presses.

   The following Key Press destination are supported:

   • Hang up
   • Extension
   • Voicemail
   • IVR
   • Ring Group
   • Queue
   • Conference
   • External Number
   • DISA
   • Callback
   • Fax to Email
   • Dial by Name
   • Custom Prompt
4. On the Key Press Event page, set the Timeout destination and the Invalid Destination.
   
   • Timeout: If callers do not make an entry within the Prompt Repeat Count, they will be transferred to the Timeout destination.
   • Invalid: If callers enter a digit that is not defined in the IVR, they will be transferred to the Invalid destination.
5. Click Save and Apply.

When users call in the PBX IVR, the users would operate following by the IVR prompt. The PBX system has one default IVR prompt, you can change the IVR prompt to your audio file.

1. Upload a custom prompt or record a custom prompt on the PBX web interface.
2. Go to Settings > PBX > Call Features > IVR, edit your IVR.
3. Select the Prompt to your custom prompt.
4. Set the Prompt Repeat Count.
5. Click Save and Apply.

If you need to change one audio clip in the IVR prompt frequently. You can divide your IVR prompt to multiple audio clips, and change the desired audio clip when you need to change the IVR prompt.

1. Go to Settings > PBX > Voice Prompts > Custom Prompts, click Upload to upload your IVR prompt clips.
   
2. Go to Settings > PBX > Call Features > IVR, edit your IVR.
3. Select the Prompt to the IVR prompt clip1.
4. Click  , and select the Prompt to your IVR prompt clip2.
5. Click  , and select the Prompt to your IVR prompt clip3.
   
6. Click Save and Apply.

1. Go to Settings > PBX > Call Features > Ring Group, click Add.
2. Configure the ring group.
   • Number: Use the default number or change the number.
   • Name: Give a name for the ring group to help you identify it.
   • Ring Strategy:
     • Ring All Simultaneously: Ring all the available extensions simultaneously.
     • Ring Sequentially: Ring each extension in the group one at a time.
   • Seconds to ring each member: Define how long the system will wait to ring next member.
   • Members: Select the desired extensions to the Selected box.
   • Failover Destination: Define what will happen if none of the members in the ring group answer the call in the defined time.
3. Click Save and Apply.

Add a simple call queue.

1. Go to Settings > PBX > Call Features > Queue, click Add.
2. Specify a Name and Number for the queue.
3. Select a Ring Strategy for the call.
   • Ringing All: Ring All available Agents simultaneously until one answer.
   • Least Recent: Ring the Agent which was least recently called.
   • Fewest Calls: Ring the Agent with the fewest completed calls.
   • Random: Ring a Random Agent.
   • Rememory: Round Robin with Memory,Remembers where it left off in the last ring pass.
   • Linear: Rings interfaces in the order specicied in the configuration file.
4. Select Failover Destination, define what should happen if the call does not get answered by an agent.
5. Select Static Agents for the queue.
   
   • Dynamic agents: A dynamic agent can log in or log out a queue at any time.
   • Static agents: A static agents will always stay in the queue.
6. Set the Agent Timeout, define how long the phone should keep ringing before it considers the call unanswered by that agent.
7. Click Save and Apply.

In a call center scenario, a supervisor can set BLF keys to monitor if the agents are in a specific queue. An agent can also set a BLF key to monitor his own status.

1. Log in the phone web interface, go to Function Keys > Line Key.
2. Set a BLF key to monitor extension 1001.
   
   • Type: Set to BLF.
   • Value: The BLF key format is *75[EXT_NUM]*[QUEUE_NUM]. In this example, set to *751001*6700.
   • Account: Select the account that has an extension registered to the PBX.
3. Click SaveSet.

   Check the BLF LED status:

   Note: Different brands of IP phone may have different LED indications.

   • Green LED: The agent 1001 is not in the queue 6700.
   • Red LED: The agent 1001 is in the queue 6700.
   • BLF LED is off: Check if your configurations are correct.

    

To make a conference call, you should add a conference on the PBX first.

1. Go to Settings > PBX > Call Features > Conference, click Add.
2. On the configuration page, configure the Conference.
   
   • Number: The extension users need to dial this number to join the conference.
   • Name: Set a name for the conference.
   • Participant Password: Optional. If the password is set, users need to input the correct PIN to join this conference.
   • Wait for Moderator: If this option is checked, the conference participants could not hear each other until the moderator joins in the conference.
   • Sound Prompt: Select the sound prompt used for the login and logout of conference members.
   • Allow Participant to Invite: Whether to allow the participants to invite users to join the conference.
   • Moderator Password: The moderator doesn’t need to enter a password to join the conference. If a user enter this password to join the conference, he/she will act as the conference moderator.
   • Member Moderators: Select the conference moderators.
3. Click Save and Apply.

Both the PBX extension users and the external users can join the conference.

1. For the PBX extension users, dial the conference number to join the conference room.
2. For the external users, you need to set the inbound route destination to a conference first, then the external users call to the PBX, their calls will be routed to the conference.
   

You can set a BLF key of Extension Call Pickup on your phone. The BLF key will show the real-time status of the extension. When the extension is ringing, you can press the BLF key to pick up the call.

1. Set a BLF key to monitor and pick up an extension.
   1. Log in the phone web interface, go to Dsskey page.
   2. Set the BLF key as below.
      
      • Type: Select BLF.
      • Value: Enter the extension number that you want to monitor.
      • Line: Choose the line where your extension is registered on.
      • Extension: Enter the feature code of extension pickup. The default code is *04.
   3. Click Confirm.
2. To get notified when the monitored extension has an incoming call, set visual alerts and audio alerts for the BLF Pickup.
   
   1. On the phone web page, go to Phone > Features > Call Pickup.
   2. In the Visual Alert for BLF Pickup, select Enabled.
      When a call reaches the monitored extension, you can see the incoming caller ID on your phone.
   3. In the Audio Alert for BLF Pickup, select Enabled.

      A “beep” sound will remind you of an incoming call for the monitored extension.

   4. Click Confirm.

Generally, You can set the extension users who are in the same department in a pickup group.

1. Go to Settings > PBX > Call Features > Pickup Group, click Add.
2. Set the pickup group.
   
   • Name: Give the group a name to help you identify it.
   • Member: Select the desired extensions from Available box to Selected box.
3. Click Save and Apply.

You can set a BLF key for Group Call Pickup on your IP phone. When your group member’s phone is ringing, you can press the BLF key to quickly pick up the call.

1. Log in the phone web interface, go to Dsskey page.
2. Set the BLF key as below.
   
   • Type: BLF
   • Value: Enter the feature code of group pickup. The default code is *4.
   • Label: Set a label that you want to display on the phone screen.
   • Line: Choose the line where your extension is registered on.
3. Click Confirm.
   If your configuration is correct, the BLF LED will turn green.

If you want to tell the new person about the caller’s issue and give any background information before transferring the call, you can choose attended transfer.

1. During the call with person A, dial *3 on your phone.
   You will hear the prompt “transfer” and the dial tone.
2. Dial C’s number.
   C’s phone is ringing. After C answers the call, the call between you and C is established. In this time, the call between you and A is held.
3. Hang up your call, the call between A and C is established.

If you don’t need to consult the new person who you want to transfer the call to, you can perform a blind transfer. Your call will be ended after you transfer the call.

1. During the call with person A, dial *03 on your phone.
   You will hear the prompt “transfer” and the dial tone.
2. Dial C’s number and hang up.
   C’s phone is ringing. After C answers the call, the call between A and C is established.

Add a Callback rule and set Inbound Route destination to the Callback rule.

1. Add a Callback rule.
   1. Go to Settings > PBX > Call Features > Callback, click Add.
   2. On the Callback configuration page, finish the callback settings.
      
      • Name: Set a name for the Callback.
      • Callback Through: Select which trunk to use when calling back.
        Note: Make sure that you have set up an outbound route for the trunk, or callback will fail. If the Register-Trunk is used for Callback, make sure the From User is configured, or callback would fail.
      • Delay Before Callback: How long to wait before calling back the caller.
      • Strip: Optional. How many digits will be stripped from the call in number before the callback is placed.

        Note: You do not need to configure Strip if the trunk supports calling back with the Caller ID directly.

        For example, user 5503301 calls in the PBX, the caller ID displays 05503301. To call back to the user, you should set strip 1 digit so that the PBX will call back to 5503301.

      • Prepend: Optional. The digits added before a callback number before the callback is placed.

        Note: You do not need to configure Prepend if the trunk supports calling back with the Caller ID directly.

        For example, user 15880232154 calls in the PBX, the caller ID displays 15880232154. To call back to the long-distance number 15880232154 through the selected trunk, you should add digit 9 before the number. In this case, set Prepend to 9.

      • Destination: Where the callback will direct the caller to.
   3. Click Save and Apply.
2. Set Inbound Route destination to callback.
   1. Go to Settings > PBX > Call Control > Inbound Route, edit your inbound route.
   2. Set the Inbound Destination to the Callback.
      
   3. Click Save and Apply.
3. Test callback.
   Make an inbound call to the PBX trunk, after you hear the ring tone, hangup the call, the PBX will call back to you.

Add a DISA and set the Inbound Route destination to DISA.

1. Add a DISA.
   1. Go to Settings > PBX > Call Features > DISA, click Add.
   2. On the DISA configuration page, finish the DISA configurations.
      
      • Name: Set the DISA name.
      • Password: Set password for the DISA.
      • Response Timeout: The maximum amount of time it will wait before hanging up if the user has dialled an incomplete or invalid number.
      • Digit Timeout: The maximum amount of time permitted between digits.
      • Member Outbound Routes: Select the outbound routes that can be accessed from the DISA.
   3. Click Save and Apply.
2. Set Inbound Route destination to DISA.
   1. Go to Settings > PBX > Call Control > Inbound Route, edit your inbound route.
   2. Set the Inbound Destination to the DISA.
      
   3. Click Save and Apply.
3. Test DISA.
   1. Make an inbound call to the PBX, you will get a dial tone after inputting a correct DISA pin code.
   2. Dial the external number that you want to call.

Paging is used to make an announcement over the speakerphone to a phone or group of phones. The called parties will not ring, but instead answer immediately into speakerphone mode.

1. Go to Settings > PBX > Call Features > Paging/Intercom, click Add.
2. Set a 1-Way paging group.
   
   • Number: Use the default or specify an number for the paging group.
   • Name: Enter a name for the paging group.
   • Type: Choose 1-Way Paging.
   • Dial * to Answer: If this option is checked, the paging group members can dial * to talk to the paging initiator.
     Note: When a member dials *, the group announcement will terminate, and the member who dials * can have a private call with the paging initiator.
   • Member: Choose the group members to the Selected box.
3. Click Save and Apply.

Extension users can dial the intercom feature code to make an intercom to a specific extension, the called party can respond immediately without picking up the handset.

You can set a BLF key of Call Parking on your phone. The BLF key will show the real-time status of the parking slot. If the parking slot is vacant, you can press the BLF key to park a call to the parking slot.

1. Log in the phone web interface, go to Dsskey page.
2. Set the BLF key as below.
   
   • Type: Select BLF.
   • Value: Enter the parking slot number.
   • Line: Select the line where your extension is registered on.
   • Extension: Enter the feature code of Direct Call Parking. The default code is *06.
3. Click Confirm.

By default, when you retrieve a parked call, the call-park slot number (e.g. 6900) will be displayed on the phone. To display the original caller ID of the user who you were talking to, you need to configure SIP settings to get caller ID from Remote- Party-ID SIP header.

1. On PBX, enable Send Remote Party ID.
   1. Go to Settings > PBX > General > SIP > Advanced.
   2. Check the option Send Remote Party ID option.
   3. Click Save and Apply.
2. On the IP phone that you will use to retrieve a parked call, configure the Caller ID Source.
   Note: We take Yealink T29G v46.83.0.50 as an example below.
   
   1. Log in the phone web interface, go to Account > Advanced.
   2. In the Account, select the account where the extension is registered.
   3. In the Caller ID Source field, select RPID-FROM.
   4. Click Confirm.

You can assign one or more trunks to receive faxes, and tell your customers to send faxes to the dedicated trunk number.

1. Go to Settings > PBX > Call Control > Inbound Route, click Add.
2. On the configuration page, select the dedicated trunk to the Selected box.
   Note: The selected trunk will be used to receive faxes only, users cannot make audio calls through the selected trunk.
   
3. Set the Destination to Fax to Email.
   
4. Click Save and Apply.

The PBX has a default email template for Fax to Email. You can edit the template according to your needs.

1. Go to Settings > System > Email > Email Template, click  beside Fax to Email.
   On the Edit Template page, the description of variables and the default email contents are displayed.
   
2. Edit the email subject and email contents.
   Note: The variable names are unchangeable.
   
3. Click Save and Apply.