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.
• Disable: All the extensions can NOT be reached via the IVR.
• Allow All Extensions: All the extensions are allowed to be reached via the IVR.
• Allowed Extensions: Only the extensions in the Selected box can be reached via the IVR.
• Restricted Extensions: The extensions in the Selected box can NOT be reached via the IVR.
• Dial By Name: Whether to allow callers to dial by name via the IVR.
• Disable: All the extensions can NOT be dialed by name via the IVR.
• Allow All Extensions: All the extensions are allowed to be dialed by name via the IVR.
• Allowed Extensions: Only the extensions in the Selected box can be dialed by name via the IVR.
• Restricted Extensions: The extensions in the Selected box can NOT be dialed by name via the IVR.

Note:

• The Dial by Name in the Key Press destinations is only available when the Dial By Name in the Basic page is enabled.
• If you change the Dial By Name feature to Disable in the Basic page when the Key Press destination has been set to Dial by Name, the Keypress destination will be restored to the default null option.

• Dial Branches' Extensions if Multisite Interconnect is enabled: If you check this option, when the PBX is connected to other PBX systems via Multisite Interconnect feature, callers can directly call to the extensions that are connected to other PBX systems.
• 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.
• Enable Remote IVR Feature Code: Whether to allow users to dial in IVR, enter remote IVR feature code (#9) and the password to replace the voice prompt of IVR.
• Note: If IVR prompt is replaced successfully, the previous voice prompts will be removed, and only the new voice prompt will be retained.
• Click Key Press Event tab, set the destination based on callers' key presses.

The following Key Press destinations are supported:

• Hang up
• Extension
• Voicemail
• IVR
• Ring Group
• Queue
• Conference
• External Number
• DISA
• Callback
• Fax to Email
• Dial by Name
• Custom Prompt

1. 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.

1. 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.

1. Go to Settings > PBX > Call Features > IVR, edit your IVR.
2. Select the Prompt to the IVR prompt clip1.
3. Click

, and select the Prompt to your IVR prompt clip2.

1. Click

, and select the Prompt to your IVR prompt clip3.

1. 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.

Allow Users to Change IVR Prompt Remotely

This topic describes how to allow users to change IVR prompt remotely.

Background information

Users may need to change IVR prompt in an emergency (for example, unable to log in to the PBX in bad weather). Yeastar Cloud PBX allows users to change IVR prompt remotely without logging in to PBX with a computer, and just call in by phone and record a new greeting.

Procedure

1. Log in to the PBX web interface, go to Settings > PBX > Call Features > IVR, edit a desired IVR.
2. Select the checkbox of Enable Remote IVR Feature Code.
3. In the Password field, enter a password for authentication.Uers need to enter the password to change VR prompt.
4. Click Save and Apply.

Result

Users can dial in IVR, enter the IVR prompt feature code (#9) and password, and follow the voice prompt to record a new IVR prompt on their phones. If IVR prompt is replaced successfully, the previous voice prompt will be removed, and only the new voice prompt will be retained.

Dial by Name

You can set the IVR Keypress to Dial by Name, and uses together with the IVR prompt to guide callers to search the desired extension by name.

Prerequisites

The PBX system only supports query of English letters, so the Dial By Name feature can only search the extension users whose caller ID name is composed of English letters or Mandarin phonetic symbols.

Configure 'Dial By Name' feature

If there is an extension name matched, the system will only play the letters. You can record the extension name by yourself to optimize the feature experience.

Configure the extension name.Note: Dial By Name only supports extension caller ID names composed of English letters or Mandarin phonetic symbols.

1. Log in to the PBX web interface, go to Settings > PBX > Extensions, double click to edit the desired extension.
2. On the Basic page, configure the Caller ID name.

1. Click Save and Apply.
2. Record the voice of the extension name.
3. Dial the voicemail feature code (default *2) on the IP phone where the extensions are registered, enter the password.
4. Press 0 to enter the Mailbox options.
5. Press 3 to record the extension name. Record after the beep tone and press the pound key (#) when done.
6. Select whether to save the recording.

• Press 1 to save the recording.
• Press 2 to listen to the recording.
• Press 3 to re-record.

1. Configure an IVR key event destination to Dial by Name.
2. Go to Settings > PBX > Call Features > IVR to edit the desired IVR.
3. On the Basic page, enable the Dial By Name feature by selecting any of the following options.

• Allow All Extensions: All the extensions are allowed to be dialed by name via the IVR.
• Allowed Extensions: Only the extensions in the Selected box can be dialed by name via the IVR.
• Restricted Extensions: The extensions in the Selected box can NOT be dialed by name via the IVR.

On the Key Press Event page, set a key event to Dial by Name

Note: You also need to configure the IVR prompt, so it can guide users to press the relevant keys to enter the Dial By Name feature.

1. Click Save and Apply.

How to dial by name

1. When an external user calls to the PBX system and then accesses to an IVR, he can enter the Dial By Name feature by pressing the relevant keys according to the IVR prompt.
2. The system prompt will guide users to enter the first 3 letters of extensions' caller ID name.

For example, to search an extension user with the name "Carol", you need to press 227 (indicating 'C' 'A' 'R') on your phone.

Results

• If there is a matched extension, the system will play the extension caller ID name and extension number, and ask the external users to press 1 if the result is the desired extension, or press * if it is not.
• If the extension is not allowed to dial by name, the system will play a prompt: "This extension doesn't enable dialing by name" and then hang up the call.

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 24x7 services, such as Doctor Answering Services and IT Support Services.For Doctor Answering ServicesWhen 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 ServicesWhen 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.

1. Enter the external number, such as a Doctor Answering Service number or a mobile phone number.

1. Click Save and Apply.

Block or Limit Dialing to Specific Extensions through an IVR

This topic describes how to restrict callers from direct dialing to extensions through an IVR.

Scenarios

An IVR can be used as a simple way to screen and answer incoming calls or direct callers to a specific destination. For the following scenarios, you may need to restrict callers from directly dialing extensions through an IVR.Scenario 1: Blocking dialing to a boss's extensionThere is an IVR which allows callers to reach all the extensions in your office; but the boss only wants to answer calls forwarded by the secretary.Scenario 2: Limit dialing to a specific departmentThere is an IVR specially set up for Sales Department, all the incoming calls to the IVR are expected to be routed to sales personnels.

Procedure

1. Go to Settings > PBX > Call Features > IVR, click

to edit an IVR.

1. Click the Basic tab.
2. In the Dial Extensions drop-down list, choose a type and select the desired extensions.

• Restricted Extensions: To block callers from dialing to specific extensions, choose Restricted Extensions, and select the desired extensions from Available box to Selected box.
• Allowed Extensions: To allow callers to reach specific extensions, choose Allowed Extensions, and select the desired extensions from Available box to Selected box.

1. 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.

1. 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. Optional: In the Password field, enter a password for dynamic agent to log in and log out of the queue.
4. 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 specified in the configuration file.

1. Select Failover Destination, define what should happen if the call does not get answered by an agent.
2. 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.

1. Set the Agent Timeout, define how long the phone should keep ringing before it considers the call unanswered by that agent.
2. 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

Call Experience Settings

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 CodeNote: 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.

1. 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 agents' status in a specific queue. An agent can also set a BLF key to monitor his or her own status.

This topic is based on Htek UC912 v2.0.4.4.33.

We will set a BLF key to monitor status of agent 1001 in queue 6700.

1. Log in to the phone web interface, go to Function Keys > Line Key.
2. Set two BLF keys to monitor extension 1001.

• Type: Set to BLF.
• Value: The BLF key format is *{feature_code}{extension_number}*{queue_number}.
• To monitor login or logout status of extension 1001, set BLF key to *751001*6700.
• To monitor pause or unpause status of extension 1001, set BLF key to *0751001*6700.
• Account: Select the account that has an extension registered to the PBX.

1. Click SaveSet.Check the BLF LED status:Note: Different brands of IP phone may have different LED indications.

• Green: The agent 1001 logs in to the queue and unpauses queue calls, the BLF LED illuminates solid green.
• Red: The agent 1001 logs out of the queue, the BLF LED illuminates solid red.
• Flashing Red: The agent 1001 pauses receiving queue calls, the BLF LED flashes red.
• Off: The BLF key does not subscribe the agent's status. Check if your configurations are correct or if the agent's extension is registered.

Pause or Unpause Queue Calls

Both static agents and dynamic agents can pause queue calls when they are away from desk, or unpause queue calls when they are ready to take calls.

Background information

The default feature code for pausing or unpausing queue calls is *075. You can NOT change the feature code. (To check the feature code, go to Settings > PBX > General > Feature Code > Queue > Switch Agent's Pause Status.)

Procedure

Refer to the following instructions on how an agent can pause or unpause his or her service in a specific queue:

• To pause his or her service in a specific queue, an agent should dial *075{queue_number}.For example, dial *0756700 to pause service in queue 6700.
• To unpause his or her service in a specific queue, an agent should dial *075{queue_number}.For example, dial *0756700 to unpause service in queue 6700.

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.
• Enable Conference Menu: If this option is checked, users can press * to enter Conference Voice Menu to manage the conference during a conference call.
• Enable Music On Hold: If this option is checked, the system will play a hold music when there is only one participant in the conference.
• Member Moderators: Select the conference moderators.

1. 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.

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.
2. Log in the phone web interface, go to Dsskey page.
3. 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.

1. 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.

1. 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.

1. Click Save and Apply.
2. Pick up A Group Member's Call by BLF
3. 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.
4. Prerequisites
5. Make sure that a pick up group is set up on the PBX. For more information, see Add a Pickup Group.
6. Procedure
7. The following instructions take Yealink T27G v69.82.0.20 as an example.
8. Log in the phone web interface, go to Dsskey page.
9. 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.

1. Click Confirm.

Result

The BLF key doesn't monitor the call status of your group members. If you notice that one of your group member's call is ringing, you can press the BLF key directly to pick the call.

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.

Set up Call Force Drop

Call Force Drop feature makes it possible for the authorized users to force disconnect an extension's ongoing call. To allow users to achieve this, you need to configure a feature code for Call Force Drop feature and grant the permission to users.

Procedure

1. Log in to the PBX web interface, go to Settings > PBX > General, click Feature Code tab.
2. Configure a feature code for Call Force Drop feature.

1. In the Force Drop section, select the checkbox of Call Force Drop.
2. Retain the default feature code (*94) or configure a code according to your needs.
3. Grant Call Force Drop permission to a user.

1. Click Set Extension Permission.
2. Select the desired extensions from the Available box to the Selected box.
3. Click Save.
4. Click Save and Apply.

Result

The selected users can dial *{feature_code}+{extension_number} on his or her phone to disconnect ongoing calls on the target extension.

Force Drop an Extension's Call

The authorized users can dial a feature code to force drop an extension's ongoing call.

Background information

The default feature code for Call Force Drop is *94. To check or change the feature code, go to Settings > PBX > General > Feature Code > Force Drop > Call Force Drop.

Scenario

Call Force Drop is a feature that can be applied in the following scenario:

Employee A (Ext.2000) and Employee B (Ext.3000) are in a call; Leader C (Ext.1000) has urgent things to confirm with Employee A.

In this case, Leader C can forcibly disconnect the call between Employee A and Employee B, and place another call to Employee A.

Prerequisites

Grant Call Force Drop permission to the desired user.

In this case, grant the permission to Leader C (Ext.1000).

Procedure

To force drop the call of Employee A (Ext.2000), do as follows:

1. Leader C (Ext.1000) dials *{feature_code}+{extension_number} on his or her phone.In this case, Leader C dials *942000.

Result

The ongoing call between Employee A and Employee B is disconnected, and each user is prompted as follows:

• Leader C (Ext.1000) would hear a prompt "Call force drop succeeded.".
• Employee A (Ext.2000) would hear a prompt "This call was forced to be dropped".
• Employee B (Ext.3000) would hear a busy tone, and the call would be ended.

Hot Desking Overview

Hot desking allows multiple users to share a phone. Users can log in to the hot-desking phone,and place calls or answer calls by their own extension numbers. This topic describes the features and benefits, use cases, limitations, and supported phone models.

Features and benefits

• For the extension users with flexible schedules, or work in multiple locations, they can use a hot-desking phone to make secure, high-quality calls by their own extensions.
• For companies, they can share phones among employees to reduce the investment in facilities and phone hardware.

Use cases

• Call centerFor agents who work on a flexible schedule, they can share a hot-desking phone at different time periods, make and receive calls on their own extensions.
• Shared officeFor employees who work flexibly anywhere, such as the sales, they can use the hot-desking phone in the meeting room and make calls to their customers by their own extensions, without physically migrating their own phones or re-registering their own extensions.
• Headquarters and branchFor employees who work between the two places, they can log in to the hot-desking phone with their extensions to make and receive calls, instead of allocating private phones in both places.

Hot desking code

The extension user can dial the hot desking code to log in to or log out of a hot-desking phone as a guest.You can view or change the hot desking code on PBX web interface: Settings > PBX > General > Feature Code.

The default hot desking code:

• Guest In: *93
• Guest Out: *093

Limitations

• Only the phone with hot desking enabled can act as a shared phone.
• The extension user can only use the extension with hot desking enabled to log in to the hot-desking phone as a guest.
• A hot-desking phone without an extension logged only allows the users to dial the emergency number.

Supported phone models

Hot desking is applicable on the following phones:

Set up a Hot-desking Phone

This topic describes how to set up a phone for hot desking.

Prerequisites

Hot-desking feature is only supported on specific Yealink phones.

Procedure

To set up a hot-desking phone, you need to use Auto Provisioning.

1. Log in to PBX web interface, go to Auto Provisioning, scan phones.All the detected phones appear on the Device List page.
2. Select the desired phone, click

.

1. In the Hot-desking Phone drop-down list, select Enabled.

The following settings are automatically configured for the phone:

Account: The first line is activated and a virtual extension is assigned to the line.

Note: Virtual extension format: HostExt{virtual_num}, the {virtual_num} indicates the virtual number assigned to the virtual extension.

Line Key:

LineKey1 is configured as speed dial key for guest login.

LineKey2 is configured as speed dial key for guest logout.

1. Note: For SIP-T19P_E2 and SIP-T56A, you need to manually configure speed dial keys on the phones for guest login and logout.
2. Click Save and reboot the phone.
3. After the phone restarts, you need to fill in the user name and password of the virtual extension.

Check the virtual extension assigned to the phone on Auto Provisioning page, then fill in the user name and password.

• User Name: he + {virtual_num}. For example, the virtual extension is HostExt0004, then the user name is he0004.
• Password: {virtual_num}. For example, the virtual extension is HostExt0004, then the password is 0004.

Result

After the phone is set up as a hot-desking phone, the phone can be used only for emergency calls.

The phone is not ready for use until a user logs in to the phone.

Disable Hot Desking and Assign an Extension to a Phone

This topic describes how to disable hot desking and assign an extension to a phone.

Procedure

1. Log in to PBX web interface, go to Auto Provisioning.
2. Disable hot desking for the phone.

Click

beside the hot-desking phone to clear the configurations.

Hot desking is disabled on the phone, and the users can not log in to the phone.

1. Assign an extension to the phone.
2. Add or scan the phone again, and then click

beside the phone.

1. In the Account tab, select a desired extension.
2. Click Save and reboot the phone.

Enable Hot Desking for an Extension User

This topic describes how to enable hot desking for an extension.

Procedure

1. Log in to PBX web interface, go to Settings > Extensions, edit the desired extension.
2. Click the Features tab.
3. Select the checkbox of Enable Hot Desking.
4. Configure automatic logout of hot desking.

• Log out of Queue: If the extension user is an agent of a queue, when the extension user logs out of a phone for hot desking, the system automatically logs the agent out of the queue.
• Automatic Guest Out: Set when to log the extension user out of a hot-desking phone.
• Never: Disable automatic logout of a hot-desking phone.
• After/hr/min: Specify a time period to log the user out of a phone after the extension user logs in.
• At Daily: Specify a fixed time to log the user out of a phone every day.

1. Click Save and Apply.

Disable Hot Desking for an Extension User

This topic describes how to disable hot desking for an extension user.

Procedure

1. Log in to PBX web interface, go to Settings > Extensions, edit an extension.
2. Click the Features tab.
3. Unselect the checkbox of Enable Hot Desking.

1. Click Save and Apply.The extension user will not be able to log in to a hot-desking phone.

Log in to a Hot-desking Phone

This topic describes how to log in to a hot-desking phone as a guest.

Prerequisites

• You have enabled hot desking for an extension.
• You have set up a hot-desking phone.
• If the users have their own phones, and may occasionally log in to a hot-desking phone, you need to set concurrent Registrations.

Method 1: Dial feature code to log in to a hot-desking phone

1. On a hot desking phone, dial the guest in code (*93).
2. Follow the voice prompt, enter the extension number followed by # key (for example, 1012#).Tip: To quickly log in to the phone, you can dial the guest in code followed by extension number (for example, *931012).
3. Follow the voice prompt, enter the voicemail PIN followed by # key.The phone registers the extension after a moment.

Method 2: Press a key to log in to a hot-desking phone

When auto provisioning the hot-desking phone, the system assigns a speed dial key for login, you can press the Guest In speed dial key to log in to the phone.Note: For SIP-T19P_E2 and SIP-T56A, you need to manually configure speed dial keys on the phone for login and logout.

1. On a hot desking phone, press the Guest In speed dial key.
2. Follow the voice prompt, enter the extension number followed by # key (for example, 1012#).
3. Follow the voice prompt, enter the voicemail PIN followed by # key.The phone registers the extension after a moment.Troubleshooting: If failed to log in to the hot-desking phone by pressing the Guest In key, you can check if the Guest In feature code configured for the key has been changed.

ResultAfter you log in to the phone, you have the following permissions to use the phone:

• Make calls from the phone.
• Receive calls on the phone.
• Query and use personal contacts on the phone.

Log out of a Hot-desking Phone

This topic describes how to log out of a hot-desking phone.

Prerequisites

• You have enabled hot desking for an extension.
• You have set up a hot-desking phone.

Method 1: Dial the feature code to log out of a hot-desking phone

1. On a hot-desking phone, dial the guest out code (*093).The extension is de-registered from the hot-desking phone.

Method 2: Press a key to log out of a hot-desking phone

When auto provisioning the hot-desking phone, the system assigns a speed dial key for guest logout, you can press the Guest Out speed dial key to log out of the phone.Note: For SIP-T19P_E2 and SIP-T56A, you need to manually configure speed dial keys on the phone for guest login and logout.

1. On a hot-desking phone, press the Guest Out speed dial key.

The extension is de-registered from the hot-desking phone.Troubleshooting: If failed to log out of the hot-desking phone by pressing the Guest Out key, you can check if the Guest Out feature code configured for the key has been changed.

Result

After you log out of the hot-desking phone, you can only make emergency calls from the phone.Note: If the user forgets to log out, after another user logs in to the hot-desking phone, the previous user would be logged out automatically.

Configure Automatic Logout of Hot Desking

This topic describes how to enable and disable automatic logout of a hot-desking phone.

Enable automatic logout of hot desking

1. Log in to PBX web interface, go to Settings > Extensions, edit an extension.
2. Click the Features tab.
3. Set when to automatically log the extension user out of a hot-desking phone.

• After/hr/min: Specify a time period to log the extension out of a phone automatically after the extension user logs in.
• At Daily: Specify a fixed time to log the extension out of a phone automatically every day.

1. Click Save and Apply.

Disable automatic logout of hot desking

1. Log in to PBX web interface, go to Settings > Extensions, edit an extension.
2. Click the Features tab.
3. In the Automatic Guest Out field, select Never.
4. Click Save and Apply.

Manage Hot-desking Phones

This topic describes how to manage hot-desking phones on the PBX web interface, including monitor the hot-desking status and log a user out of a hot-desking phone.

Monitor hot-desking phone status

You can monitor the hot-desking phone status, and know who is working on the hot-desking phone.

1. Log in to PBX web interface, go to Auto Provisioning.
2. In the Device List, find the hot-desking phone.

Note: The MAC address with HD is a hot desking phone.

1. In the Guest Out column, check the hot-desking phone status.

: An extension user has logged in to the hot-desking phone.

: No extension user logs in to the hot-desking phone.

1. In the Extension column, check who is working on the hot-desking phone.

As the following figure shows:

• Extension user Bella (1016) has logged in to the hot-desking phone SIP-T56A.
• The hot-desking phone SIP-T19PE2 is idle without any user logs in.

Force log a user out of a hot-desking phone

1. Log in to PBX web interface, go to Auto Provisioning.
2. Select the hot-desking phone, click

.

The user is logged out of the hot-desking phone.

Busy Camp-on

Busy Camp-on is a busy-call handling method. When the callee's phone is busy, the caller can camp the call on PBX, the PBX informs the caller as soon as the callee's phone becomes available, and re-establishes the call to save the caller's waiting time.

Prerequisite

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

Sample ApplicationJohn and Tom are in different offices, 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 "*079".
4. The PBX calls John as soon as Tom hangs up and his extension becomes available.
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 codeLog in to 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.
2. Go to Settings > PBX > Call Features > Callback, click Add.
3. 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.

1. Click Save and Apply.

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.

1. Click Save and Apply.
2. 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.

1. 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.
2. Go to Settings > PBX > Call Features > DISA, click Add.
3. 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.

1. Click Save and Apply.

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.

1. Click Save and Apply.
2. Test DISA.
3. Make an inbound call to the PBX, you will get a dial tone after inputting a correct DISA pin code.
4. 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 > Paging/Intercom, click Add.
2. Set a 1-Way paging group.

• Number: Use the default or specify a number for the paging group.
• Name: Enter a name for the paging group.
• Type: Choose 1-Way Paging.
• Prompt: Optional. To play a prompt before making an announcement, you can choose a custom prompt.Note: If you want to customize a new prompt, refer to Upload a Custom Prompt or Record a Custom Prompt.
• Dial * to Answer: This feature is NOT supported for 1-Way paging. If this option is checked, the group announcement will be terminated directly when a member dials *.
• Member: Choose the group members to the Selected box.

1. 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 > Paging/Intercom, click Add.
2. Set a 2-Way intercom group.

• Number: Use the default or specify a 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.

1. Click Save and Apply.When you dial the intercom group number, the members in the group will automatically join the conference by speakerphone mode.

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.

Configure a Scheduled Paging or Intercom

A scheduled paging or intercom allows an extension user or Yeastar Cloud PBX to make an announcement on the specified date and time. This topic describes how to configure a scheduled paging or intercom.

Prerequisites

• At least one paging or intercom group is set up.
• Set up 1-Way Paging
• Set up 2-Way Intercom

Procedure

1. Go to Settings > PBX > Call Features > Paging/Intercom > Scheduled Paging/Intercom, click Add.
2. Configure a scheduled paging or intercom group.

• Paging/Intercom: Select the desired paging group or intercom group.
• Caller: Select who will make the announcement.
• {extension_user}: The extension user will make the announcement.On the specified date and time, the PBX will place a call to remind the user to make an announcement. When the user answers the call, the PBX will call group members.Note: If the user rejects the call, the announcement will be cancelled.
• None: Yeastar Cloud PBX will automatically make the announcement.On the specified date and time, the PBX will call group members and play the specified custom prompt. After the prompt ends, the PBX hangs up the call. The option can be applied to school bells, church bells and so on.Note: The option is available only when a custom prompt is assigned to the selected paging group or intercom group.
• Start Date: Set the start date of the scheduled paging call or intercom call.
• Time: Set the start time of the scheduled paging call or intercom call. You can set up to 8 timings simultaneously, which means that the paging call or intercom call can be placed at different time on the same day.
• Days of Week: Select the days of week. The scheduled paging call or intercom call will be weekly placed on the specified days of week.

1. Click Save and Apply.

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.

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.

1. 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.
2. Go to Settings > PBX > General > SIP > Advanced.
3. Check the option Send Remote Party ID option.
4. Click Save and Apply.
5. 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 AttributeIf this option is enabled, no T.38 attributes will be added in re-invite SDP packet.
• Error CorrectionError Correction Mode (ECM) for the Fax.
• T.38 Max BitRateT38 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.

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 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.

1. Click Save and Apply.

dit '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.

Edit the email subject and email contents.

Note: The variable names are unchangeable.

1. 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.

1. 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.

Blocklist/Allowlist

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

What is Blocklist and Allowlist

We briefly introduce the definitions of blocklist and allowlist as follows.

• BlocklistThe blocklist is used to filter phone numbers. If a phone number is added to the blocklist, the system blocks incoming or outgoing calls for the phone number.
• AllowlistThe allowlist is used to add trusted phone numbers. If a phone number is added to the allowlist, the system allows incoming or outgoing calls for the phone number.Note: The allowlist has a higher priority than the blocklist.

Blocklist/Allowlist Setting

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

• System Blocklist and Allowlist

Log in the PBX web interface as an administrator, and go to Settings > PBX > Call Features > Blocklist/Allowlist to set blocklist and allowlist.Yeastar Cloud PBX supports to block or allow three types of numbers:

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

Log in the PBX web interface by extension accounts, the extension users can view the system blocklist and allowlist that is set by the administrator.Note: Extension users can add personal blocklist and allowlist for their extensions according to their needs.

• Blocklist/Allowlist PriorityPriority of blocklist/allowlist: system allowlist > system blocklist> personal allowlist > personal blocklist.

Blocklist Example

We demonstrate a few examples of blocklist 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 blocklist 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).

Allowlist Example

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

For example, assume you've added 5XXX (extension numbers of R&D team) to blocklist 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 allowlist as follows.