14 May 2022
Cloud PBX combines the best in traditional phone system features with modern Internet Protocol (IP) capabilities. In this guide, you will learn how to make full use of the Framework IT Hosted VoIP User Web Portal. This powerful web portal can be used for managing voicemail, call routing, and more.
Desktop call controls appear when making or receiving a call. These controls allow you to see who is calling and manage a current call.
Incoming calls appear in a window in the portal similar to the one in Figure 2‑2. This window shows the caller ID name and number, along with Reject and Answer buttons.
Figure 2‑3 shows an active call window that displays the caller ID and call time. The three controls at the bottom of the window let you hold, hang up, or transfer the call. If you select transfer, a field appears for entering the extension of the recipient. If you prefix the recipient’s extension number with 03, the call goes straight to voicemail.
The Home page of your portal provides an at-a-glance view of everything going on with your extension. Table 2‑1 describes the areas on the Home page.
Field |
Description |
New Messages |
Shows new messages. You can play messages, click to call back, download, save, and delete. To see all the controls, hover over the message. |
Recent Call History |
Color-coded icons show your recent calls. · Green icon = outbound call. · Red icon = missed inbound calls. · Blue icon = inbound received calls. To call back a number, click the phone number. |
Status Message |
Allows you to enter a status message that appears to other users of the portal. |
Active Answering Rule |
Your extension can have multiple answering rules. For example, you might ring your phone in one mode or forward to your cell in another mode. In this field, you can which answering rule is the active rule. |
Active Phones |
Your extension may have multiple phones (for example, one in the office and one at home). This field shows which handsets are currently online. |
You configure voicemail using the Messages page. This page has two tabs for handling voicemail:
To display the Messages page, click the Messages icon at the top of the page.
The Messages tab allows you to manage your new, saved, and deleted voicemail, as well as greetings and other settings.
Like the Home page, you can play messages, click a number to call it back, and download, save, forward, and delete messages. To see all the controls available, hover the mouse pointer over a message.
The New drop-down list allows you to review New, Saved, and Trash (recently deleted) messages.
Clicking the Settings tab displays options for controlling your voicemail order, timestamps, greetings, and voicemail to email.
Field |
Description |
Enable Voicemail check box |
Enables (check) or disables (uncheck) voicemail. |
Inbox |
These options affect audio voicemail (calling in) but not the portal. Sort Voicemail inbox by latest first = plays your newest messages first.· Announce voicemail received time = plays the timestamp of the message. Announce incoming call ID = plays the caller ID number if available. Operator Forward = option to press 0 in a mailbox greeting and be directed elsewhere. |
Greetings |
Allows you to select an active voicemail greeting, listen to it, and record a new greeting. To select the active voicemail greeting, click it from the pull-down menu and click Save. |
Unified Messaging |
Provides the following selections for adjusting your voicemail to email settings. None = no email is sent when voicemail is left. Send w/ hyperlink = a link to the voicemail is emailed to you. Send w/ brief hyperlink = a link to the voicemail in plaintext is emailed to you. Send w/ attachment (storage option) = an email is sent to you with the audio file of the message attached. The storage option allows you to leave messages in your inbox as new, move to saved, or move to trash. Send w/ brief attachment (storage option) = an email is sent to you in plaintext with the audio file of the message attached. The storage option allows you to leave messages in your inbox as new, move to saved, or move to trash. |
Next to New Greeting, click Record. (The Browse button changes to a Call me at field.)
If your company has a dial-by-name directory, you must record your name for the directory to be found. You can click the play button to listen to your current name recording on your PC, or click the speaker button to record or upload a new name recording.
Though Answering Rules and Time Frames are separate tabs, they are so interconnected that describing them together makes sense.
Time frames allow you to control the scheduling of the system. You configure time frames using the Time Frames page. To display this page, click the Time Frames icon at the top of the page.
Three common time frames are:
Time frames can be both shared (system-wide and set by the administrator) or personal to your extension. You can add a time frame to your extension by clicking Add Time Frame.
After you set up your time frames, you can create different answering rules for your time frames. You configure answering rules using the Answering Rules page. To display this page, click the Answering Rules icon at the top of the page.
The left side of the Answering page has a Rings for n seconds drop-down list that allows you to specify the maximum ring time (one ring is generally 5 seconds). When that time expires, the caller will be forwarded to the Call Forward When Unanswered rule if defined; otherwise, the caller will be forwarded to voicemail if enabled. The right side of the Answering Rules page has buttons for adding answering rules and specifying allowed and blocked numbers.
Field |
Description |
Time Frame |
Select the time frame when this answering rule will apply. |
Do not disturb |
No phone rings, goes straight to voicemail if available. |
Call screening |
Prompts caller to say their name, lets you screen the call before accepting. |
Call Forwarding Always |
Immediately forwards to the number specified. See “Call Forward Drop-down Options” below. |
Call Forwarding On Active |
Forward calls to the number specified when you have one or more calls active. See “Call Forward Drop-down Options” below. |
Call Forwarding When Busy |
Forwards calls to the number specified when your extension has used all available call paths. See “Call Forward Drop-down Options” below. |
Call Forwarding When Unanswered |
Forwards calls to the number specified if the call is not answered after the specified ring timeout. See “Call Forward Drop-down Options” below. |
Call Forwarding When Offline |
Automatically forwards if your desk phone loses communication (such as during a power outage). See “Call Forward Drop-down Options” below. |
Simultaneous ring |
Rings many phones at once. Check box options allow you to: · Include the user’s extension. · Ring all your user’s phones. · Use the option “Answer confirmation for offnet numbers” to ensure that a person — and not voicemail — answers simrings to a cell/landline by prompting the answering party to press 1 to accept the call. An icon to the right of this option allows you to specify a ring delay. Note: A simring rings handsets, not users. So, for example, if 111 is listed, the simring will ring handset 111. If user 111 has a call forward set to their cell, however, the simring will not occur at the cell since simring rings handsets, not users. |
Just ring user’s extension |
Rings just your phone. |
When entering an extension as a call forward option, a drop-down list allows you to forward the call to specific resources associated with that extension. Some options may not appear, depending on the features associated with the extension.
Field |
Description |
Handset |
Bypasses the user answering rules and forwards to the handset associated with the specified user. |
User |
Forwards to the user at that extension and follows the user’s answering rules. |
Voicemail |
Forwards to voicemail at the specified extension. |
Queue |
Forwards to the queue associated with that user. |
Autoattendant |
Forwards to the auto attendant associated with that user. |
Conference |
Forwards to a Conference bridge |
At the top of the page is the ring timeout selection. This option specifies the number of seconds that your phones will ring or forwarding rule before going to voicemail (when available).
The Answering Rules page has an Allow/Block button that allows you to permit or block calls from certain numbers. Using this feature, you can block unwanted calls to your phone, as well as calls from anonymous and unwanted numbers. Allowed numbers bypass user Do Not Disturb and Call Screening rules to ring through immediately.
By default, contacts contain all the extensions on your system. However, you can add contacts to enable easier access to everyone you need to reach.
You configure contacts using the Contacts page.
The All pull-down list allows you to search contacts by group. Using this list, you can select groups to search such as Favorites, Departments, Available, Busy, and more. Selecting a group filters the contacts on the page to show only the ones located in the group selected.
The Enter a name or extension field below the drop-down list allows you to search by contact name or extension. Entering a name or extension in this field filters the contacts on the page to show only the ones that match your entry. Click the X in this field to delete your entry and redisplay all contacts.
The Add Contact button allows you to add a contact one at a time. These are for external contacts only. Your contact list will automatically update with your internal extensions.
Import will allow you to select a file from your PC, the import can accept CSVs from Microsoft Outlook and Gmail as well as vCards.
When hovering over a contact, a light gray star appears next to the contact name. Clicking the star selects the contact as a favorite and changes the color of the star to yellow.
When hovering over a contact you’ll see an edit button on the far right, click that button to edit the contact.
The Phones page allows you to manage your phones. To display the Phones page, click the Phones icon at the top of the page:
Each row shows a phone that has been added to the system, along with:
Clicking the Refresh button updates the information shown on the page.
The page has an Add Phone button that adds phones to your system. This task usually is performed by administrators and is not described in this guide.
Music on Hold allows you to specify personal music on hold for your extension. You configure music on hold files using the Music On Hold page. To display this page, click the Music on Hold icon at the top of the page
The Add Music button allows you to add music on hold files. When you add music on hold files, the file name appears on the Music On Hold page, along with the duration and file size. The Settings button allows you to play an introductory greeting.
If you hover over a file you can see options to play the file, download the file, edit the name, or delete the file. If multiple files are uploaded you can rearrange them using the arrows at the left of the page.
The Call History page shows a log of all your extensions calls. It also provides tools to filter and export data.
The left side uses color-coded icons to represent call status:
Moving your screen pointer over an icon displays a tooltip with the call status. For example:
You can click a number in the Number column dial back the number. Clicking the Refresh button updates the information shown on the page.
To display the Call History page, click the Call History icon at the top of the page.
The following figure shows an example of the Call History page. The sections following the figure describe the Filters and Export buttons.
The Filters button allows you to filter the information displayed in the Call History page, so you can view only the information that interests you.
Clicking the Profile link at the top-right of the page displays the Profile page. From this page, you can configure the settings below.
Field |
Description |
First Name |
The first name and last name will be shown in contacts and used in the dial by name directory. |
Last Name |
|
Timezone |
Your local time zone. |
Email Address(es) |
Address used for email, password resets, etc. To add email addresses, click the button to add fields for entering more email addresses. |
Record User’s Calls |
Select whether the calls for this user will be recorded (Yes) or not recorded (No). |
Directory Options |
Enables or disables announce in auto directory and list in directory features. Announce in Audio directory = check to include the user in the dial-by-name directory. List in Directory = check to add user to the internal extensions list (contacts). |
Caller ID Information |
|
Area Code |
Local area code for 7 digit dialing associated with the user. |
Caller ID |
For outbound calls, this is the number that recipients will see. |
911 Caller ID |
For calls to 911, this is the e911-enabled number the 911 agent will see. |
Change Password |
|
New Password |
Password for voicemail and the portal. Avoid using common codes like 0000 or 1234. For security, each typed password character is masked by a dot. Please keep this number secure. We will never call you to request your passcode. |
Do you have more questions on VoIP? Click here to learn more about VoIP at Framework IT.