General notions and basic setups¶
- Steps to correctly set up the PBX
- How Queues work?
- How do I choose the right call distribution strategy?
- How to add contacts in PBX CRM?
- Users status setup
- Special numbers and available services
Permissions and Restriction¶
- How to permit access to a new or unconfirmed IP?
- User permissions
- How to restrict an outbound route to a user?
- How to limit the duration of incoming calls?
- How to limit the duration of outgoing calls?
- Default value for outbound minutes limit
- How to block calls from certain clients (Blacklist)?
- How do I set up a direct line for incoming calls from a certain number?
- How to create a dedicated inbound route for a user?
- Transfer a call to another user (attended transfer or blind transfer)
- How can an unanswered call be returned to the agent who initiated the Attended transfer?
- How to take a call or transfer with priority a call waiting in a queue?
- Transferring a call to a user's dedicated queue
- How to allow callers to make a straight call to an extension number?
- How to set up a FallBack Extension?
- How to set up Queue Fallback if the default queue is not responding?
- Call Back Last Agent
- How to restrict outbound calls based on destination?
- How to hide identity for outbound calls?
- How to set the same identity for all outbound calls?
- How to deactivate override function of the Outbound number for Inbound number initially used by the client?
- How to assign a dedicated external number to each department?
- How to set rules for outbound international numbers?
- How to set the outbound number according to its project using dialing codes?
Missed calls recovery¶
- Missed calls alert setup via email
- How to recover missed calls?
- Missed calls notifications and recovery
- How to enable automated callback retries?
- Email address is set up but I don't receive the missed call alerts
Integration of mobile phones to PBX¶
- Set Fallback number to receive all queue calls simultaneously on SIP and on mobile phone
- How can an user receive internal calls on their extension and on mobile phone, simultaneously?
- How to take all calls in a queue only on mobile phones?
- Override all queues destination with mobile numbers
- Automatic SMS notifications on fallback number
Reports and Monitoring¶
- How to verify the number of inbound calls an user had in a given time?
- How to view the number of rejected calls an user had in a given time?
- I cannot view user status statistics
- How to spy on a call in progress?
- How to disable automatic recording for certain calls?
- How to listen to recorded calls?
- How to create a customized report?
- How to view a report on missed calls?
- How to create a report on abandoned calls?
- Purge CDR Data
Sound files and Music Settings¶
- How to change the message played outside working hours (closed)
- How to change the default music on hold
- How to change the welcome message
- How do I set messages played in queues or contexts in various languages?
- Music on hold - Copyright
- How to associate a dedicated user to a caller?
- How to create a dedicated queue for an user?
- How do I set the Direct line option?
- How to make a transfer if the Softphone doesn't allow this option?
- How to receive voice mails
- How to listen to received voice mails?
- How do you set the work schedule for special days or holidays?
- How to divert calls to an alternative destination, outside working hours?
- How to set up a fallback queue in IVR
- How to set up a conference?
- How to create an automated outbound campaign?
- How to integrate a callback form to PBX?
- Ensure call continuity by setting an emergency queue
- How can I send SMS using While1 Voice?
- Personal Data Deletion
- Call Recordings Retention Period
- Configure call recording explicit consent
- How to access call recordings of a deleted user
Technical Support Incidents¶
- The softphone is set up on users’ mobiles but it is not working
- The phones have started receiving calls from atypical caller IDs
- How to deactivate Inbound Calls per IP on phones (Yealink or Zoiper)?
- When should I restart PBX?
- I receive calls but I can’t make calls
- Inbound calls are not recorded
- How to sumbit a support ticket correctly?
- Emails sent by PBX are not received
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