Yeastar Cloud PBX Call Features

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IVR

Like most organisations, where possible, we would like to route incoming calls an Auto Attendant. You can create one or more IVR (Auto Attendant) on the system to achieve it.

When calls are routed to an IVR, the system will play a recording prompting them what options the callers can enter such as “Welcome to XX, for sales press 1, for Technical Support press 2”.

Set up an IVR

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.

 

Set an IVR Prompt

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.

Change IVR Prompt Clip

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.

For example, your IVR prompt is like the following:

” Thank you for calling Yeastar. We are currently closed in observance of Holiday Name. We will return on Date. If you got something urgent, please press 1 to contact our support. To leave a voicemail, please press 2.”

The second sentence is what your would change frequently. You can divide the IVR prompt to 3 clips.

  • Clip 1: Thank you for calling Yeastar.
  • Clip 2: We are currently closed in observance of Holiday Name. We will return on Date
  • Clip 3: If you got something urgent, please press 1 to contact our support. To leave a voicemail, please press 2.
  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.
Next time, when you want to change the IVR prompt, you can change the desired prompt clip instead of changing the whole IVR prompt.

Dial by Name

You can set the IVR Keypress to “Dial by Name”, that will allow the callers to find the person by entering the first 3 letters of extensions’ first name.

To use Dial by Name, you need to do the followings:

  • Specify names for extensions on the PBX.

  • Better to instruct the callers to use the feature in the IVR prompt.

  1. Go to Settings > PBX > Call Features > IVR, edit your IVR.
  2. Click Key Press Event tab, set a key action to Dial by Name.
  3. Click Save and Apply.

 

Forward Incoming Calls to an External Number with IVR

Set the IVR Keypress destination to an external number to route calls from IVR to an external number.

Scenarios

Forward Incoming Calls to an External Number with IVR is typical and important for 24×7 services, such as Doctor Answering Services and IT Support Services.

For Doctor Answering Services
When a patient calls in an hospital IVR, the patient can press a key to reach the external Doctor Answering Service to schedule an appointment or ask health questions and medical questions.
For IT Support Services
When your customers call in your office IVR after hours, you can give them an option to connect to an emergency support line. This emergency support line can be a Maintenance Engineer’s mobile phone number.

Before you begin

Update your IVR prompt that would instruct callers to press a key to the external number.

To update your IVR prompt, you can upload custom prompt or record custom prompt.

Procedures

  1. Log in PBX web interface, go to Settings > PBX > Call Features > IVR, edit your IVR.
  2. In the Basic tab, select the updated IVR prompt.
  3. In Key Press Event tab, select a key to set keypress destination to External Number.
  4. In the Prefix field, enter prefix of outbound route so that PBX can successfully route incoming calls to external number.
    • If the Strip of outbound route is not set, you don’t have to set the Prefix.
    • If the Strip of outbound route is set, you need to set the Prefix according to the Patterns of outbound route.
  5. Enter the external number, such as a Doctor Answering Service number or a mobile phone number.

  6. Click Save and Apply.

 

Ring Group

A ring group helps you to ring a group of extensions in a variety of ring strategies. For example, you could define all the technical support guys’ extensions in a ring group and ring the support guys one by one.

 

Add a Ring Group

  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.

 

Queue

Queues are designed to receiving calls in a call center.

A queue is like a virtual waiting room, in which callers wait in line to talk with the available agent. Once the caller called in PBX and reached the queue, he/she will hear hold music and prompts, while the queue sends out the call to the logged-in and available agents. A number of configuration options on the queue help you to control how the incoming calls are routed to the agents and what callers hear and do while waiting in the line.

Queue Agents

Yeastar Cloud PBX supports dynamic agents and static agents.

  • Static Agent: A static agent always stays in a queue to receive incoming calls.
  • Dynamic Agent: A dynamic agent can log in a queue or log out a queue at any time.

On the Queue configuration page, the unselected agents act as dynamic agents.

 

Add a Queue

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.
It is done for a simple call queue, for more information of queue settings, refer to Queue Settings.

Queue Settings

References of basic queue settings and caller experience settings.

Basic Queue Settings

Option Description
Number Use this number to dial into the queue, or transfer callers to this number to put them into the queue.
Name Give this queue a brief name to help you identify it.
Password You can require agents to enter a password before they can login to this queue.
Ring Strategy

This option sets the Ringing Strategy for this Queue.

  • 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.
Failover Destination Set the failover destination.
Static Agents

Select static agent of the queue. The static agents will always stay in the queue.

Note:

  • The static agent is not allowed to log in and log out the queue.
  • The unselected users are dynamic agents.
Agent Timeout The number of seconds an agent’s phone can ring before we consider it a timeout. If you wish to customize, enter the value in the text box directly.
Ring In Use If set to no, unchecked, the queue will avoid sending calls to members whose device are known to be “in use”.
Agent Announcement Announcement played to the Agent prior to bridging in the caller.
Retry The number of seconds to wait before trying all the phones again. If you wish to customize, enter the value in the text box directly.
Wrap-up Time How many seconds after the completion of a call an Agent will have before the Queue can ring them with a new call .If you wish to customize, enter the value in the text box directly. Input 0 for no delay.

Call Experience Settings

Caller Settings
Music On Hold Select the “Music on Hold” playlist for this Queue.
Caller Max Wait Time Select the maximum number of seconds a caller can wait in a queue before being pulled out. If you wish to customize, enter the value in the text box directly. Input 0 for unlimited.
Leave When Empty If enabled, callers already on hold will be forced out of a queue when no agents available.
Join Empty If enabled, callers can join a queue that has no agents.
Join Announcement Announcement played to callers once prior to joining the queue.
Agent ID Announcement Announcement played to the callers to prompt the agent ID. The agent is who will answer the call.

  • [None]: The system will not announce the agent ID.
  • [Default]: The system will play the prompt “{extension number} will be connected. Please wait”. The {extension number} is the extension number of the agent.
  • Custom Prompt: If you choose your custom prompt. The system will play “{extension number}” + your custom prompt.
Satisfaction Survey Prompt When the agent hangs up, the system will play the prompt to ask the caller to rate their satisfaction scale.
Caller Position Announcements
Announce Position Announce position of caller in the queue.
Announce Hold Time Enabling this option causes PBX to announce the hold time to the caller periodically based on the frequency timer. Either yes or no; hold time will be announced after one minute.
Frequency How often to announce queue position and estimated hold time.
Periodic Announcements
Prompt Select a prompt file to play periodically.
Frequency How often to play the periodic announcements.
Events
Key Once the events settings are configured, the callers are able to press the key to enter the destination you set. Usually, a prompt should be set on Periodic Announcements to guide the callers to press the key.

 

Log in/out a Queue

A dynamic agent can log in or log out a queue at any time.

Log in/out a Queue by Feature Code

Note: If the static agents try to log out a queue, the system will play a prompt “Agent logged out, goodbye”; But actually, the agent is still in the queue.
  • To log in a queue, dial [QUEUE_NUM]*.

    For example, dynamic agent 1000 dials 6700* to log in the queue 6700.

  • To log out a queue, dial [QUEUE_NUM]**.

    For example, dynamic agent 1000 dials 6700** to log out the queue 6700.

  • Dial *75[QUEUE_NUM] to log in a queue.

    For example, dynamic agent dials *756700 to log in the queue 6700.

  • Dial *75[QUEUE_NUM] again to log out a queue.

    For example, dynamic agent dials *756700 again to log out the queue 6700.

Log in/out a Queue by BLF Key

A dynamic agent can set a BLF key on his/her IP phone to quickly log in or log out a queue.

For example, on the phone of a dynamic agent, set a BLF key to quickly log in or log out queue 6700.

The following instructions are based on the Htek UC912 v2.0.4.4.33.

  1. Log in the phone web interface, go to Function Keys > Line Key.
  2. Set a BLF key to log in or log out queue 6700.

    • Type: Set to BLF.
    • Value: The BLF key format is *75[QUEUE_NUM]. In this example, set to *756700.
    • Account: Select the account that is registered to the extension number of the agent.
  3. Click SaveSet.

Now, the agent can press the BLF key to switch his/her status in the queue.

  • When the prompt “agent logged out,goodbye.” is played, the agent is logged out of the queue.
  • When the prompt “agent logged in, goodbye.” is played, the agent is logged in the queue.

Monitor Agent Status by BLF

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.

This topic is based on the Htek UC912 v2.0.4.4.33.

Note: Monitoring agent status is supported in the firmware version 30.8.0.8 or later.

We will set a BLF key to monitor if the agent 1001 is in the queue 6700 or not.

  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.

     

Conference

Conference calls increase employee efficiency and productivity, and provide a more cost-effective way to hold meetings.

Conference members can dial * to access to the settings options and the admin can kick the last user out and lock the conference room.

Add a Conference

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.

 

Join a Conference

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.

Conference Voice Menu

During the conference call, the users could manage the conference by pressing * key on their phones to access voice menu for conference room.

Conference Moderator Voice Menu
1 Mute/ un-mute yourself.
2 Lock /unlock the conference.
3 Eject the last user.
4 Decrease the conference volume.
6 Increase the conference volume.
7 Decrease your volume.
8 Exit the voice menu.
9 Increase your volume.
Conference Users IVR Menu
1 Mute/ un-mute yourself.
4 Decrease the conference volume.
6 Increase the conference volume.
7 Decrease your volume.
8 Exit the voice menu.
9 Increase your volume.

Call Pickup

Call Pickup is a feature that allows a user to answer an incoming call that rings on a telephone other than the user’s own.

 

Extension Call Pickup

When a user wants to pick up a call that is ringing at the other extension that is not in the same pickup group, the user can dial “Extension Pickup feature code (default *04) + Extension Number” to pick up the call.

Extension Call Pickup Feature Code

The default Extension Call Pickup feature code is *04.

You can change the code on Settings > PBX > General > Feature Code > Extension Pickup.

Operation

Dial *04[EXT_NUM] to pick up a call.

For example, the ringing extension number is 1000, you should dial *041000 to pick up the call.

Pick up an Extension’s Call by BLF

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.

We take Yealink T27G v69.82.0.20 as an example below.

  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.
If your configuration is correct, the BLF LED will turn green.

When the monitored extension has an incoming call, the followings occur on your phone, press BLF key to pick up the call.

  • The phone plays a warning tone.
  • The BLF LED turns red.

Group Call Pickup

If extension users are in the same pickup group, they can dial the Group Call Pickup feature code (default *4) to pick up the group member’s incoming call.

Group Call Pickup Feature Code

The default Group Pickup feature code is *4.

You can change the code on Settings > PBX > General > Feature Code > Call Pickup.

Add a Pickup Group

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.

Pick up A Group Member’s Call by BLF

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.

We take Yealink T27G v69.82.0.20 as an example below.

  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.

 

Call Transfer

Yeastar Cloud PBX supports Attended Transfer and Blind Transfer, users can dial the feature code to transfer a call on their phones.

Attended Transfer (Default feature code *3)

An attended transfer, also called consult transfer or warm transfer, is when you speak with the new person before the call is transferred. You can tell the new person about the caller’s issue and give any background information before transferring the call (without the caller hearing).

Blind Transfer (Default feature code *03)

A blind transfer is when you transfer the caller to another person without speaking to the new person first.

Attended Transfer

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.

Scenario: You (B) are talking with A, then transfer the call to C.

  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.

 

Blind Transfer

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.

Scenario: You (B) are talking with A, then transfer the call the C.

  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.

 

Busy Camp-on

Busy Camp-on is busy-call handling method. When the callee’s phone is busy or there is no answer, the caller can camps the call on PBX, the PBX informs the caller as soon as the callee’s phone becomes available, and re-establishes the call to saves the caller’s waiting time.

Prerequisite

The Busy Camp-on feature is only applicable for the call between extensions.

Sample Application

John and Tom are not in the same office, John uses extension 1000, and Tom uses extension 1001.

  1. John calls Tom.
  2. Tom is busy in a call or cannot answer the incoming call; John hangs up, stops waiting for answering.
  3. John dials “*791001” to camp the call on.
    Note: To cancel camping, dial “*0791001”.
  4. Once Tom hangs up and the extension becomes available, the PBX will call John.
  5. When John answers the call from PBX, the PBX will recall Tom.
  6. Tom answers the call the call from PBX. The call will be established between John and Tom.

Busy Camp-on code

Log in the PBX web interface, go to Settings > PBX > General > Feature Code, you can view or change the busy camp-on code.

The default busy camp-on code:

  • Enable Busy Camp-on code: *79
  • Disable Busy Camp-on code: *079

Callback

Callback feature allows callers to hang up and get called back to the PBX. Callback feature could reduce the cost for the users who work out of the office using their own mobile phones.

Set up Callback

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

Note: Make sure that the Caller ID service is enabled on the callback trunk. If the PBX cannot recognize the inbound caller ID, callback will fail.
  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.

Speed Dial

Sometimes you may just need to call someone quickly without having to look up his/her phone number. You can by simply define a shortcut number. You can use Speed Dial feature to place a call by pressing a reduced number of keys.

Add a Speed Dial Number

  1. Go to Settings > PBX > Call Features > Speed Dial, click Add.
  2. On the configuration page, configure the Speed Dial.
    • Speed Dial Code: Speed dialing number.
    • Phone Number: The phone number that you want to call.
      Note: You need to add the outbound dial prefix before the phone number if you want to call an external number.
  3. Click Save and Apply.

Speed Dial Example

Assume that you have an outbound route set as below, and you will dial speed number 111 to reach an external number 15990234988 through the route.

You need to set the Speed Dial as below:

Dial *99111 on your phone to call the number 15990234988. *99 is the default feature code for speed dial.

 

DISA

DISA (Direct Inward System Access) allows users outside the office to make calls through the PBX’s trunks. For the staffs who are outside the office, they can use DISA feature to take advantage of lower long-distance rates that are provided by the PBX trunks.

Set up DISA

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.

 

Intercom/Paging

The Paging and Intercom features allow you to make an announcement to a group of extensions. The called parties do not need to pick up the handset as the audio will be played via the phone speakers.

Set up 1-Way Paging

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.

Note: Paging is typically one way for announcements only.
  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.
When you dial the paging group number, the members in the group will hear the announcement.

Set up 2-Way Intercom

2-way intercom is used to make a multi-party conference. The called parties will automatically answer the call into speakerphone mode and join the conference.

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

Set up 1-Way Multicast Paging

Multicast Paging allows you to easily and quickly broadcast instant audio announcements to phone users who are listening to the same multicast IP address of the PBX.

When you make a Multicast Paging, the PBX sends Real-time Transport Protocol (RTP) streams to the IP phones without involving SIP signaling. The phones that will receive the RTP streams don’t need to register SIP extensions.

Note:

  • The IP phone that will receive 1-way multicast paging should support Multicast Paging feature.
  • The Multicast Paging is one-way audio call.
  1. Set a 1-way Multicast Paging on the PBX.
    1. Go to Settings > PBX > Call Features > Paging/Intercom, click Add.
    2. Set a 1-Way multicast paging.
      • Number: Use the default or specify an number for the paging group.
      • Name: Enter a name for the paging group.
      • Type: Choose 1-Way Multicast Paging.
      • IP of Multicast Channel: Enter the multicast IP address and port (e.g. 224.255.255.255:1000).
        Note: The range of multicast IP address is 224.0.0.0 – 239.255.255.255.
    3. Click Save and Apply.
  2. Set Multicast Paging on each of your IP phone.
    In the following, we take Yealink T27G as an example.
    1. Log in the phone web interface, go to Directory > Multicast IP.
    2. In the Multicast Listening section, enter the same multicast IP address and port of the PBX.
    3. Click Confirm.
When you dial the paging group number, the members in the group will automatically answer the call into speakerphone mode.

Note: If the multicast paging doesn’t work, check the following:

  • Multicast IP address and port are in the correct range.
  • If the PBX and IP phones are in different IP segments (e.g. PBX is in 192.168.5.X IP segment, IP phones are in 192.168.3.X IP segment), check if your router supports IP Multicast in different IP segments.

 

Make an Announcement to a Specific User

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.

The default Intercom feature code is *5.

Note: In this way, the audio is two way, both the caller and called party can hear each other.

Extension user 2000 makes an intercom call to extension user 1000.

  1. Dial *51000 on the phone of extension 2000.

    The call on extension 1000 will be answered automatically.

Call Parking

Call Parking is a feature that allows you to suspend a call for an extended period of time and then retrieve that call from any extension.

Scenarios

During a call with clients, extension users may need to check information somewhere else. In such case, extension users can park the call temporarily and retrieve the call by any extensions when getting things done.

Settings of Call Parking

Go to Settings > PBX > General > Feature Code > Call Parking, you can modify the feature code, parking extension range, and parking time.

We provide default settings of call parking as follows.

Settings Descriptions
Call Parking The default feature code is *6. During a call, dial *6 on your phone, the system will automatically assign a parking slot number to the call.
Directed Call Parking The default feature code is *06. During a call, dial “06+parking slot number”, the call will be parked to the designated parking slot number.
Parking Extension Range Specify the range of parking extension where a call will be parked. The default value is 6900-6999.

Note: The rang of parking extension must be different from existing extension ranges (Settings > PBX > General > Preferences > Extension Preferences).
Parking Timeout (s) Specify the time that a call can be parked before it is retrieved by other extensions. The default value is 60s.

Note: Parking Timeout must be longer than 30s.
Timeout Destination

If a parked call hasn’t been retrieved before the parking timeout, PBX will route the call to the designated destination.

  • Original Parker:The call will be routed to the user who parks this call.
  • Extension: Te call will be routed to the designated extension number.
  • Extension’s Voicemail: The call will be routed to the designated extension’s voicemail.
  • Custom Number: The call will be routed to the designated number.

Call Parking (Default feature code: *6)

You can dial the feature code of Call Parking to get the parking slot number, then dial the parking slot number on another phone to retrieve the call.

Example:

  1. During a call, dial *6 on your phone, the system will prompt you that the parking slot number is 6900.
  2. Dial 6900 on another phone to retrieve the call.

Direct Call Parking (Default feature code: *06)

If you get a parking slot number from your administrator, you can dial the “feature code of Direct Call Parking+parking slot number” to park the call to the slot.

Example:

  1. During a call, dial *066900 to park the call to slot 6900.
  2. Dial 6900 on another phone to retrieve the call.

Park Calls by BLF

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.

We take Yealink T27G v69.82.0.20 as an example below.

  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.
  • When the parking slot is vacant, the BLF LED is green.

    Press the BLF key to park a call to the parking slot.

  • When the parking slot is occupied, the BLF LED is red.

 

Configure Call Parking Caller ID

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.
Test call parking. When you retrieve the parked call from the IP phone, the phone screen will display the parking slot number for 1 or 2 seconds, then display the original caller ID.

The following call flow shows how the IP phone gets caller ID when a user retrieves a parked call.

  1. A user dials parking slot number 6900 on IP phone to retrieve a parked call.
  2. PBX sends a Re-INVITE packet that contains Remote-Party-ID.
  3. The IP phone gets the caller ID from the Remote-Party-ID header.

Fax

Yeastar Cloud PBX supports Fax over IP. You can send or receive a fax via a physical fax machine or receive a fax over the network.

What is T.38 Fax over IP?

T.38 is a protocol for sending faxes over a voice over IP (VoIP) network or the Internet in real time.

T.38 protocol defines the transport of data (a fax) between PSTN fax terminals through a fax gateway, between two Internet-aware fax terminals, or from a PSTN fax terminal through a fax gateway to an Internet-aware fax terminal. A T.38 stream is sometimes referred to as Fax over IP (FoIP).

PSTN fax terminals traditionally use the T.30 protocol to send analog data. To exchange analog fax data with a PSTN terminal over the Internet, the T.38 protocol first converts analog data into digital data. The protocol then converts the data back to analog on the receiving end if the receiver is a PSTN fax terminal.

T.38 Fax Settings

If the Fax over IP doesn’t work, you can go to Settings > PBX > General > SIP > T.38 to change the T.38 settings.

  • No Re-invite SDP Add T.38 Attribute

    If this option is enabled, no T.38 attributes will be added in re-invite SDP packet.

  • Error Correction

    Error Correction Mode (ECM) for the Fax.

  • T.38 Max BitRate

    T38 Max Bit Rate.

Fax to Email

Fax to Email feature helps you receive faxes on your smart phone or computer. Yeastar Cloud PBX will convert the received fax and forward it to an extension user’s email.

Steps to Configure ‘Fax to Email’

  1. Configure the PBX System Email.

    Make sure the PBX system email works, or the PBX cannot forward the received faxes to an extension user’s email.

  2. Check if the extension user’s email is configured.

  3. Configure the destination of your inbound route.
    • If you want to receive fax via fax detection, set the Destination to IVR, and set Fax Destination to Fax to Email.

    • If you want to receive fax through a private trunk, set the Destination to Fax to Email.

     

Receive Fax through a Dedicated Trunk

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.
Users can dial the number of the dedicated trunk, then send fax to the PBX.

Receive Fax via Fax Detection

If you want to receive calls and also receive faxes through a trunk, you can set fax detection on your inbound route.

  1. Go to Settings > PBX > Call Control > Inbound Route, configure your inbound route.
  2. Select the trunk to the Selected box.
  3. Set the Destination to IVR.
  4. Check the option Enable Fax Detection.
  5. Set the Fax Destination to Fax to Email.
  6. Click Save and Apply.

 

Edit ‘Fax to Email’ Template

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.

PIN List

PIN List is used to manage lists of PINs (numerical passwords) that can be used to access restricted features such as outbound route and DISA.

Add a PIN list

  1. Go to Settings > PBX > Call Features, click More to display more call features.
  2. Click PIN List.
  3. On the Add PIN List page, configure the following settings:

    • Name: Set a name for the PIN list.
    • Record In CDR: When a PIN code has been used, whether to display the PIN code in the relevant CDR.
    • PIN List: Enter the PIN codes. Press Enter key to add multiple PIN codes.
  4. Click Save and Apply.

Apply a PIN list

You can apply a PIN list to an outbound route or a DISA to restrict users dialling outbound calls. When a PIN list is applied to an outbound route or a DISA, users need to dial the correct PIN to place the outbound calls.

 

 

Blacklist/Whitelist

Yeastar Cloud PBX allows you to blacklist and whitelist IP addresses. This article briefly introduces the definitions and basic settings of blacklist and whitelist, and provides related configuration examples.

What is Blacklist and Whitelist

We briefly introduce the definitions of blacklist and whitelist as follows.

  • Blacklist

    The blacklist is used to filter phone numbers. If a phone number is added to the blacklist, the system blocks incoming or outgoing calls for the phone number.

  • Whitelist

    The whitelist is used to add trusted phone numbers. If a phone number is added to the whitelist, the system allows incoming or outgoing calls for the phone number.

    Note: The whitelist has a higher priority than the blacklist.

Blacklist/Whitelist Setting

Yeastar Cloud PBX supports system blacklist/whitelist and personal blacklist/whitelist. You can set a global system blacklist/whitelist to apply to all extensions. Extension users can also log in the PBX web interface by their accounts, and set blacklist/whitelist for their own extensions.

  • System Blacklist and Whitelist

    Log in the PBX web interface as an administrator, and go to Settings > PBX > Call Features > Blacklist/Whitelist to set blacklist and whitelist.

    Yeastar Cloud PBX supports to block or allow three types of numbers:

    • Inbound: If blacklist type is set to Inbound, the number can not call in the system; if whitelist type is set to Inbound, the number can call in the system.
    • Outbound: Extension users can not call the number whose blacklist type is Outbound; extension users can call the number whose whitelist type is Outbound.
    • Both: Neither inbound calls nor outbound calls are allowed for the number whose blacklist type is Both; both inbound calls and outbound calls are allowed for the number whose whitelist type is Both.
  • Personal Blacklist and Whitelist

    Log in the PBX web interface by extension accounts, the extension users can view the system blacklist and whitelist that is set by the administrator.

    Note: Extension users can add personal blacklist and whitelist for their extensions according to their needs.
  • Blacklist/Whitelist Priority

    Priority of blacklist/whitelist: system whitelist > system blacklist> personal whitelist > personal blacklist.

Blacklist Example

We demonstrate a few examples of blacklist as follows.

Prohibit inbound calls from external numbers

For example, 10086 and 1008611 are not allowed to call in PBX. You can add the two numbers to blacklist as follows.

Prohibit inbound calls and outbound calls

For example, 10086 and 1008611 are not allowed to call in PBX, and all extensions on PBX are not allowed to call out 10086 and 1008611.

Prohibit selected extensions or extension groups from calling certain numbers

  • Prohibit extension group (Sales) from calling 10086 and 1008611.

    Note: You can add an extension group in advance for quick selection.

  • Prohibit all extensions from calling 10086 and 1008611.

  • Prohibit extensions from calling numbers with specified extension format

    For example, prohibit extension group (sales) from calling R&D team (all extension numbers are in the format 5XXX).

Whitelist Example

The whitelist has a higher priority than the blacklist, so you can use whitelist to filter trusted phone numbers from blacklist, and allow inbound/outbound calls for the phone numbers.

For example, assume you’ve added 5XXX (extension numbers of R&D team) to blacklist to prohibit sales from calling R&D teams, but you want to allow sales to call extension 5001. In this case, you can add 5001 to whitelist as follows.

 

 

 

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