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Knowledgebase : SUMO PBX helpfiles
ACCOUNT NUMBER(S): This field takes extension number(s) and/or DID number(s). The number of DIDs that can be entered into this field is unlimited. NAME: This field allows you to create an alias so that you can quickly identify the Account among othe...
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This page displays all active calls on the system. * The type of codec in use is indicated by the icon to the far right. * Calls can be disconnected by clicking the red X. [1] Links: ------ [1] http://sumo.io/Active.png
* RINGBACK TONE: ―Regular ringback tone when agent rings: The caller will hear the agent ringing.―No ringback tone, continue playing music: Instead of hearing a ringback tone, the caller will hear music. If an agent is no longer at his desk but has ...
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Caller options allow the caller to exit the agent group queue and connect to another destination. To give the caller this option, use the Caller Options fields to map telephone keypad numbers to other extensions or phone numbers. Once extensions o...
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Night service is used to redirect calls to other extensions or phone numbers during certain times of the day/night or other events that are outside normal business hours. Before night service can be used, a service flag account must be created for each...
The agent group's Outbound Calling page allows the agent group admin to set up outbound numbers for agent dialing. Once the outbound numbers have been configured for the agent group, users can initiate calling using the "ACD outbound calling" star code...
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* ALL AGENTS FOR THIS ACD: Enter the extension numbers of the agents who will comprise the agent group. Extension numbers should be entered in the order in which the system should call them. This field can also be left empty; however, callers waiting...
The SOAP interface allows you to use external logic to control the queue behavior.
* AGENT SELECTION ALGORITHM: The agent selection algorithm allows you to establish the method that will be used by the system when connecting a caller to an agent. Choose from the following options: Random: This algorithm randomly selects the next a...
BLOCK CALLER-ID (*67) Block Caller-ID (*67) allows users to keep their phone number and name hidden from the parties they call. It also prevents called parties from looking the user up in an address book and initiating a callback. Calls from one exten...
The identity and behavior of the auto attendant are discussed in this section. Identity settings allow you to determine how the auto attendant can be reached by outside callers (e.g., extension number, DID number, or a combination of both). Behavior se...
The Dial-by-Name feature allows callers to enter numbers from their telephone keypad. The system will search for corresponding names: * INPUT THAT TRIGGERS NAME SEARCH: Specify the number that the user will be required to press in order to access t...
Night service is used to redirect calls to other extensions or phone numbers during certain times of the day/night or other events that are outside normal business hours. Before night service can be used, a Service Flag account must be created for each...
The timeout functionality allows you to provide callers with a way to exit the auto attendant when calling from phones with no dual-tone multi-frequency (DTMF) signaling (i.e., Touch-Tone). Without DTMF signaling, callers aren't able to press the auto ...
Welcome messages (or "greetings") are used in several places in the system. From the auto attendant's IVR settings, you can configure the account so that you can control which announcement plays when callers reach the auto attendant. A single auto...
* CMC AUTHENTICATION FOR OUTBOUND CALLS: This setting works in tandem with the "C" checkbox located in the dial plan. When the "C" is checked on a particular trunk in the dial plan, this domain setting will be used to generate the CMC for the CDR whe...
The buttons on snom phones can be programmed to do a wide range of functionality. This functionality is listed in the following table. The various features are added to button profiles, which are then assigned to extensions. BUTTONS ARE PART OF PLUG ...
Call monitoring features must be used with caution. Please consult corporate and government regulations to determine whether these features are permitted in your environment. Illegal listening to phone calls is a severe crime, and system administrators...
* DEFAULT CDR LISTING SIZE: A Call Detail Record (CDR) is a record that is produced by the system and contains the details of calls that have terminated on the system. CDRs include the date and time the call started, the number that made the call, th...
Call forwarding allows users to forward their calls to another number. Multiple methods are available for doing this. HOT DESKING (*70) Hot desking can minimize the need for office space and is often used as a cost-reduction method. It allows mult...
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The Call Log provides up-to-the-second information for calls made to and from your extension. Each entry in the call log contains the following information: * Time the call was started. * Number the call was made from (display names are included...
* DIAL PLAN: Choose the dial plan that you would like the system to use when routing calls to an outside provider. If the system uses the SOAP interface for placing outbound calls, it needs to know which dial plan to use. If the system uses the intern...
These settings allow you to configure a cell phone to your extension. Cell phone integration is different from having two phones registered to the same extension. Registering two phones to the same extension allows you to merely receive calls at one of...
The feature codes used in this section are related to cell phone use (*51, *52, or *00) but they cannot be executed from the cell phone. RETRIEVE CALL FROM CELL PHONE (*51) This feature allows you to pick up an in-process cell phone call from your ...
CO-lines can serve multiple purposes on the system. They allow you to channelize a trunk and can be used in a way similar to the CO-lines of traditional TDM-based PBX systems. Although snom ONE runs calls through SIP trunks over computer networks inste...
TAG NAME (EX: COLINE, PORT, LINE, ETC): This is the tag name that is received from the gateway when this CO-Line was selected for the inbound call. TAG VALUE: This is the value that is received from the gateway when this CO-Line was selected for inb...
TAG NAME (EX: COLINE, PORT, LINE, ETC): This is the tag name that is sent to the gateway when this CO-Line is selected for the outbound call. TAG VALUE: This is the value that is sent to the gateway when this CO-Line is selected for outbound call. ...
A conference room or conference server is normally an expensive add-on with traditional phone systems. With the SUMO PBX telephone system, you can have your own conference rooms within your own system. Several types of conferencing can be used on the s...
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* ACCOUNTS PAGE SIZE: This setting determines how many accounts appear on one page. The options range from 25-1000 accounts (all accounts can be viewed if desired). * HIDE ALIASED ACCOUNTS UNDER ACCOUNTS PAGE: This setting allows you to hide all...
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The domain address book allows users on the same domain to easily call each other and to see who's calling. Users can search for contacts from either the web interface or from their IP phones. From the address book, contacts can be whitelisted or blac...
The domain address book allows users on the same domain to easily call each other and to see who's calling. Users can search for contacts from either the web interface or from their IP phones. From the address book, contacts can be whitelisted or blac...
* NAME OF THE DOMAIN: This field allows you to give the domain a descriptive name. The name can contain special characters and spaces and may include upper and lowercase characters. The name will be used by the system when sending emails with call da...
This page provides important information about the domain.
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EXTENSION BUTTON LIST The button profile that has been assigned to you can be customized. Following is a list of button types that you can choose from. Simply make the modification within the existing profile and click SAVE AS CUSTOM. BUTTON TY...
The "Preview and Customize" section of the buttons page displays the current button profile that has been assigned to the user. If the TYPE dropdown displays NOT ASSIGNED, you can assign a profile to the extension using the CHOOSE PROFILE downdrop at t...
Permission settings allow administrators to define which features the extension can use. The permissions to jump into calls and listen to conversations may be legally restricted in certain countries, so use extra caution here. The permission to overrid...
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* EMAIL ADDRESS (E.G. ABC@COMPANY.COM): This feature allows users to integrate their email account with their extension account. Voicemail messages will be sent to the user's email account according to the settings chosen below (a semicolon is require...
Every extension has a voice mailbox on SUMO PBX; however, the administrator can disable users' mailboxes and use an external mailbox, such as Microsoft Exchange. This section applies only to the voice mailbox of the system. Mailbox settings are located...
Users can record greetings using the Record Greetings star code (*98). The administrator can also upload pre-recorded greetings from the user's extension Mailbox page. To Record Greetings Using *98: * From the telephone keypad, enter *98. * Ente...
Redirection settings allow users to forward their calls to other extensions or phone numbers. These settings are detailed below: * DO NOT DISTURB: This setting allows users to tell the system to leave their phone silent for all calls, both internal...
The Registration tab is used to control the registrations for the account. You may register one or more devices for one extension. When an extension is called, the system will call all registered extensions in parallel. The first extension that picks t...
* CHANGE NAMES IN TO/FROM-HEADERS: Usually it is okay if the system changes the names in the To/From headers in the SIP packets. For example, this makes sense when the address book matches the caller-ID and the system should present the address book e...
ADMINISTRATOR * DIAL PLAN: Dial plans determine which trunks are used for outbound calls. Dial plans that are available on the domain show up in this dial plan dropdown. * ANI: ANI (Automatic Number Identification) is a service that tells the reci...
Behavior settings allow you to control numerous account behaviors. You can choose a ring melody, a display header, and music on hold source. You can also enter a safety net phone number that will be used if no one picks up a call. Other settings are he...
NIGHT SERVICE Night service allows you to redirect calls to other extensions during off-hours, meetings, etc. Before you can use night service, you need to create a Service Flag account. * SERVICE FLAG ACCOUNT: Once you have created the account, e...
A hunt group is a set of extension numbers that are embedded inside a single virtual extension. Incoming calls are rotated through the pool of extensions until someone answers and the caller is connected. (Cell phones can also be configured to be inclu...
The Instant Message feature allows users to display an instant message (IM) on the screen of snom phones. Although snom phones cannot generate IMs, they can display them. This feature comes in handy when users need to pass information along to someone ...
Use the following information when configuring an IVR node: * WAV FILE: An external recorded announcement can be uploaded in wave format (8-kHz Mono, 16-bit files). Announcements can also be recorded by dialing *98888, where 888 is the IVR node acc...
The logfile enables you to track system activity, as it enables you to see how the system interprets the input that is received by the system. Following is a sample logfile and the syntax that is associated with logfiles.
REDIAL A NUMBER (*66) Redial (*66) allows you to redial the last number that was called from your phone. The Call Log can also be used to dial the last number dialed. CALL RETURN (*69) Call Return (*69) will dial the number of the call that was r...
At midnight, the system can perform several maintenance tasks, including the generation and sending of CDR reports. * SEND DAILY CDR REPORT TO: The system sends daily CDR reports to the email addresses listed in this field. Use semicolons between...
* RING MELODY FOR AGENTS: It is important to set the ring melody so that the phone knows which one to play and so that agents will be able to distinguish regular calls from agent group calls. ―Custom 1 through 4: Custom ringtones allow users in an a...
SHOW ACCOUNT BALANCE (*61) This feature allows users to hear the balance of their pre-paid calling card account. To get the balance, users simply enter *61 (followed by the confirm button) from the extension the pre-paid card is configured to. WAKE...
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Monitoring settings for the agent group are listed below: * PERMISSIONS TO MONITOR THIS ACCOUNT: Enter the extensions that are permitted to monitor this agent group account. * QUEUE MANAGER: This setting allows you to assign an extension as qu...
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* ACCOUNT NUMBER(S): This field takes extension number(s) and/or DID number(s). The number of DIDs that can be entered into this field is unlimited. This information can be changed at any time. * STREAMING MODE: This setting allows you to determine...
A park orbit is like a parking lot. It provides a holding place where calls can be parked while the callee is being located. Once a call has been parked on a park orbit, it can be retrieved by other users, which is very different than if the call had b...
Address books allow users to see who's calling. They can also be used to expedite billing (when a CMC is used) and to speed-dial contacts. The personal address book is visible to the user only. To create a new address book entry, enter the informati...
When the system automatically generates files for the configuration of extensions, it needs a few settings from the domain. * DEFAULT PNP DIALPLAN SCHEME: This setting allows you to set auto-dial and configure timeout-based dialing. These settings ...
This section allows you to define domain-level call recording settings. Recorded calls will be saved in the recordings directory. * RECORD INCOMING CALLS FROM HUNT GROUP: This setting controls the recording on an extension (applies to calls comin...
Once a conference account has been created, users can schedule conferences from their own accounts: * Click the CONFERENCES tab. * Populate the form using the following information: NAME: This field allows participants to know the subject of th...
Service flags give companies professional methods for handling callers who call after normal business hours. These options include: * Night service, which redirects callers to the extension or phone number of the person covering the business during...
The Direct Destinations feature is somewhat like a built-in version of the IVR system. To direct inbound calls to specified extensions, you can use the pre-configured destination fields and link them to pre-recorded announcements and user input options...
Downloadable pdf here http://sumofiber.com/pdf/SUMOPBX-quick-reference-star-codes.pdf [1] Star codes are two-digit numbers prefixed with a star (*) and are used to instruct the system. You can access the complete list by logging into your account a...
Calls can be transferred using the Transfer button on the phone or star codes. The system supports two types of call transfers: blind transfer and attended transfer. BLIND TRANSFER When the user activates a blind transfer, the call is transferre...
The email settings on this page allow users to receive emails as notification of all incoming calls on their extension. Users can also request an audio file, or WAV file, of voicemail that has been left on their extension. Email settings are located in...
The STATUS tab allows the user to quickly assess the status of the following settings: * DO NOT DISTURB: This field will be set to true if the extension is on DND mode. * AGENT LOGGED IN: This field shows whether the extension is logged into an ...
The Missed Calls list allows users to view calls that were attempted to their extension but did not connect. If display names are available, the system will display them here. The length of the list is set by the administrator from CDR listing size set...
From the VOICEMAIL tab, you can retrieve your voicemail messages. You can also listen to phone conversations you have recorded using either the record button on your phone or the *95/*96 star codes from the telephone keypad.
SEND VOICEMAIL TO EMAIL ACCOUNT (*95/*96) If you have an email account on the system, you can forward your voicemail to your email account. To activate this feature, dial *95 and press the confirm button on the telephone keypad. To deactivate, dial *9...
Downloadable pdf here: http://sumofiber.com/pdf/SUMOPBX-QuickReferenceVoicemail.pdf [1] * TIME UNTIL USER'S MAILBOX PICKS UP: This setting defines the number of seconds the system will wait before redirecting a call to a user's mailbox when there'...