Operator Configuration

The Operator’s Profile section allows you to configure the operator settings.

To manage the settings of an operator, go to the PBX Management > Setup > Operators section, select the operator and click the “Configure” button in the “Action” column. 

The following sections can be configured: 

General Settings

Call Settings

SIP Settings

Tracking

Voicemail

FMFM

 

General Settings

The “General Settings” tab allows you to manage the general settings of the operator.

The following general settings are available:

• Login: Enter a login for the operator in the system.
• Status: Select the current status of the operator in the system (Active, Deleted, Disabled). Note: If you select the “Deleted” status for the Operator, the Operator will be deleted from the system.
• Email: The email address provided during the user’s registration.
• First name: Enter the first name of the operator.
• Last name: Enter the last name of the operator. 
• Department: Select the related department. Note: At least one department should be selected.

Click the “Save” button to complete the settings.

Call Settings

The “Call Settings” tab allows you to manage call processing settings, such as, the possibility to process internal and external calls, Caller ID, FMFM option, and call recordings. 

The following call settings are available:

• Call Options: Select the type of outgoing calls that can be initiated by the operator (All, Disabled, Internal). You can select one of the following options to assign the call options for the operator:

• • All: An operator can contact both internal and external numbers.
  • Disabled: An operator can’t initiate any outgoing calls. But it is possible to receive incoming calls.
  • Internal: An operator can contact only internal numbers provided in the system.

• International Calls: Change the operator`s permission to initiate outgoing international calls (Enabled, Disabled). Note: By default the permission is disabled.
• Extension: Select the internal extension number of the operator (only for the internal calls between the operators in the system).
• Caller ID: Enter the name of the operator for the outgoing internal calls.
  The text or number is displayed on the receiving end of the SIP phone. The name of the operator is shown as a default option.
• External Caller ID: Select the phone number for the external outgoing calls. The number is displayed on the receiving end of the dialed contact. 
• Call Recording: Select an option to enable or disable the call recording:

• • All: Record all types of calls.
  • Disabled: Disable the call recording option.
  • Incoming: Record only incoming calls.
  • Outgoing: Record only outgoing calls.
• FMFM (Find Me Follow Me): Select the redirect option in case of the operator’s unavailability (Disabled, Enabled).

• Numerical Data Redaction: Select the option to enable or disable the Numerical Data Redaction feature (Use Call Group Settings, Disabled, Enabled). Note: This configuration is disabled by default. To configure this feature you need to enable this feature in the System Subscriptions section. Read more about the Numerical Data Redaction in this Knowledge Base article.
• Keyword Search: Select the option to enable or disable the Keyword Search feature (Use Call Group Settings, Disabled, Enabled). Note: This configuration is disabled by default. To configure the Keyword Search feature you need to enable this feature in the System Subscriptions section. Read more about the Keyword Search in this Knowledge Base article.

Click the “Save” button to complete the settings.

SIP Settings

The “SIP Settings” tab allows you to manage the SIP configuration. Read more about the SIP Trunking in this Knowledge Base article. 

The following SIP settings are available:

• Login: The SIP Login of the operator used for the IP Phone authorization in Phonexa’s PBX. To copy the operator`s login to the clipboard press the “Copy to clipboard” button.
• Password: The password used for the IP Phone authorization in Phonexa’s PBX. To generate a new password, click the “Refresh” button in the same tab. 
• SIP Domain: The gateway for the IP Phone authorization in Phonexa’s PBX. To copy the domain to the clipboard press the “Copy to clipboard” button.

Click the “Save” button to complete the settings.

Tracking

The “Tracking” tab allows you to monitor the various events in the system (e.g., inbound call, call ended, call transferred, etc.) and set the actions to be automatically triggered by them.

To add a rule to the list, click the “Add Rule” button and fill in the following fields in the “Add Rule” pop-up window:

• Action: Select the “Ping URL” option.
• Trigger: Select the event that triggers the action:

• • [PBX] Call Ended: The call was ended.
  • [PBX] Call Transferred: The call was transferred to the predefined route.
  • [PBX] Inbound Call: Incoming call has occurred.
  • [PBX] Operator Answered: The call was answered by the operator. 
  • [PBX] Outbound Call: Outgoing call has occurred.
  • [PBX] Postback Triggered: A postback was triggered.

Click the “Config rule” button to move to the next step of the settings. Depending on the selected trigger, you will need to complete the corresponding settings.

Voicemail

The “Voicemail” tab allows you to manage the Voicemail settings.

The following voicemail settings are available:

• PIN Code: Enter the pin code of the related voicemail. The pin code is required for accessing the voicemail box via the call from the external phone number. The user is dialing the specific phone number, entering the pin code, and getting access to the voicemail. 

• Source: Select the source of the voicemail greeting file. You can upload the file from your PC using the “Upload” option, or select the file using the “Media library” option. 

• Greeting Audio File: Select the audio for the voicemail greeting (if enabled). To play the uploaded audio file, click the “Play” button. To download the uploaded file, click the “Download” button. To remove the audio file, click the “Delete” button, and in the pop-up window click the “Yes, delete” button to confirm. 

To receive email notifications about new voicemail messages, mark the “Enable Email notification” checkbox. 

To receive a voicemail via email as an attachment, mark the “Send Recording in the attachment” checkbox. This option will be displayed if the “Enable Email Notification” checkbox is marked. 

Click the “Save” button to complete the settings.

FMFM (Find Me Follow Me)

The “FMFM” tab allows you to configure the settings for the redirect option in case of the operator’s unavailability. 

To add a new FMFM action, click the “Add Rule” button and fill out the following fields in the “Add Rule” pop-up window:

• Action: You can select the scenario of the call proceeding in the event of the operator’s unavailability:
  • Transfer to Operator: The call will be transferred to the specific operator (the “Operator” field) after the timeout is reached (the “Timeout” field). 
  • Transfer to Phone: The call will be transferred to the specified external phone number (the “External Phone” field) after the timeout is reached (the “Timeout” field). 
  • Transfer to Queue: The call will be transferred to the calls’ queue (the “Queue” field). 
  • Transfer to SIP trunk: The call will be transferred to the specified trunk (the “SIP trunk” field) under the particular trunk number (the “Trunk Number” field) after the timeout is reached (the “Timeout” field). Read more about the SIP Trunk option in this Knowledge Base article.
  • Transfer to Voicemail: The call will be transferred to the operator’s voicemail. 

Click the “Add” button to complete the action.

You can create and manage the chain of transfers in case of the operator’s unavailability. 

Three options for FMFM order management are available:

1. Use the arrow up/arrow down buttons to move the option through the list.
2. Enter the number that represents the order in the chain in the corresponding field of the record.
3.  Move the record through the list by using the drag and drop option (the three dots element at the beginning of the record). 

Note: An option to push the call forward after the voicemail is also available. For this, the caller should press the “#” button on the keypad of his phone. 

To save the added FMFM settings, click the “Save” button. 

To discard the FMFM settings, click the “Cancel” button. 

To delete the action from the FMFMF list, click the “Delete” button in the corresponding step.

To delete the whole flow of the FMFM, click the “Clear All” button. Click the “Delete” button in the “Clear all” pop-up window to complete the action.