Auto Attendant:
An automated attendant is a recorded message that initially greets callers and allows them to dial an extension or navigate a menu to reach the desired person or department. Each digit 0-9, the # key, and the * key can be configured with an action. These actions can include items such as a ring group of members of a department, dialing an extension directory, listening to a recorded message, reaching the “Operator” function. (Note) Any new Auto Attendant menu will require a recording. Please create or upload a recording to enable the menu to work correctly
CAC (Call Accounting Code):
A CAC provides the ability to account for calls based upon number dialed and call duration. This information is reflected in the Call Detail Records (Reports). Typical application would be when a customer charges back to a client. The codes are enabled and added in the Phone System Configuration / Extensions section of the portal. If enabled the system prompts for the Call Accounting Code. However calls can be made without using a CAC simply by pressing # when prompted.
Destinations:
Ring Groups, Queues, Recordings, Applications, Menus, Paging Groups, Voicemail Groups and Conference Rooms are all classed as Destinations. Calls can be directed toward Destinations.
Failover:
Is a feature that allows another call routing action for Ring Groups, Queues, Recordings, Dial External Number (Application) and Menus. E.g. If a caller reaches a Ring Group that rings for 36 seconds use the Failover option to determine how that call is handled after the initial ring time has expired. You can set 9 levels of Failover. Extensions and Mailboxes are endpoints and as such no further Failover option is configurable.
Internal Direct Dial:
All Destinations are given an Internal Direct Dial (IDD) number by the Cloud One PBX system. You may use this 2/3/4 digit number to locally dial a Ring Group, Queue, Recording, Application, Menu, Paging Group, Voicemail Group and Conference Room to test or use within your application.
Location Information:
The Location Information link provides access to detailed information about your system. Use this link to enter/modify Location address information, Billing Contact information, Business Hours/Schedule, After Hours Contacts and Company Directory preferences.
MOH - Music/Message On Hold
Pre recorded music or messages can be uploaded onto the system for playback when callers are on hold. Use the On-Hold Options link to access the up load feature. Many popular formats are supported e.g.
- 128bps MP3
- 160bps AC3
- 160bps MP2
- 16bit Level5 FLAC
- 16bit PCM WAV
- 180bps WMA
- Apple Signed 16bit PCM AIFF
- GSM WAV
- OGG
PAC (Personal Authorization Code):
A PAC provides the ability to ensure all phone users enter a code to dial any non local (> than 7 digits) number. A call cannot be completed without a valid code. This information will be reflected in the Call Detail Records (Reports). This feature is enabled via the Phone System Configuration / Location Information section of the Portal. PAC codes are entered in the same Location Information page.
Queue:
A Queue provides the ability to ring Members in a sequential operation i.e. one at a time. The Queue logic algorithm used is “Round Robin with memory”. Callers placed in Queue will hear Message or Music on hold if enabled in the Advanced Settings features available under the On-Hold Options link in the Cloud One PBX Operator portal. Music or Message on hold (MOH) can be set as queue specific. There are 9 levels of Failover available when using Queues. These are set in the same manner as Ring Groups. You can record a message that callers hear prior to entering the Queue. You can display the Queue name to Members on incoming calls. This is particularly useful to distinguish between different types of calls using the phone display e.g. Queue 1, Queue Priority etc.
Recording:
A Recording is used as a prompt or message that can be played to a caller when entering a Queue or during any stage of Failover in a Ring Group or Queue. A recording can also be used to provide customized access to a Conference Room. The recording can be created by following the prompts and either dialing internally using a Phone or by dialing the 800 number and using an access pin. Once recorded the user can play back, save or re record. You may also upload a pre recorded message in many popular formats e.g.
- 128bps MP3
- 160bps AC3
- 160bps MP2
- 16bit Level5 FLAC
- 16bit PCM WAV
- 180bps WMA
- Apple Signed 16bit PCM AIFF
- GSM WAV
- OGG
Operator/Casual Panel:
A powerful presence management application with call control from Cloud One PBX. Currently available for Operator (Used by Operators/Administrators/Managers/Call Center) and Casual (Basic user version). (Note) the Operator version provides additional features e.g. Call Steal, multiple extension line appearances.
Packet loss :
Packet Loss occurs when the maximum capacity of bandwidth is reached and an Internet connection becomes overloaded with data or traffic. Packet loss sounds like an echo when speaking on a VoIP phone. Your hosted VoIP PBX should not allow for more than 1 or 2% of packet loss, and obviously the less the better. If you are experiencing packet loss than you should consider cutting down on tasks which overload your VoIP service.
Jitter :
Jitter can be recognized by a delay in your speech and/or the speech of the person you are speaking to. Jitter occurs because the packets of voice data are received at the wrong time. Jitter can occur due to power surges, bandwidth congestion, or other irregularities in the system.
Analog Backup:
This feature, if configured on your system, can provide access to 911, 411 and limited outdialing via a traditional analog line in the event of an internet failure.
Call Park:
Call Park is a feature that enables users to “Park” callers and then handle another call/action. This feature is enabled via the Location Information link. To park a call and retrieve from a different phone The system provides up to 99 park positions. When the caller is “Parked” they will hear Message / Music on hold if enabled on your system. To retrieve the call, select the programmed park key or dial the retrieval code to reconnect to the call. If the call remains parked for longer than the System Call Park Timeout the call will ring back on the originating extension.
Conference Rooms:
The system provides the facility to create Conference Rooms that multiple callers can access. Callers are connected together as per a normal conference facility. If configured, users will be prompted for a PIN. To access the room via an external line point a DID to the Conference Room via the Incoming Call Routing option. To access the Conference Room internally use the Internal Direct Dial number.
DID’s / Numbers:
A DID (Direct Inward Dial) is a telephone number on the Cloud One PBX system.
Find-Me / Follow-Me:
Users are provided with powerful functionality to re direct calls via an intuitive web screen. Callers will follow the Find-Me / Follow-Me configuration, if set, to locate their party. There are 3 configuration styles available for this functionality:- Find Me (Immediate) Calls are immediately diverted / forwarded to an alternative number. Find Me (Sequential) Calls can follow a sequence of ringing up to 4 alternative numbers in turn with varying timeout values. Find Me (All) Calls can ring up to 4 alternative numbers simultaneously.
Lines:
Are the number of concurrent, out of Cloud One PBX network calls, your system is configured with. This is for both outbound and inbound.
Menu:
Multiple Menus can be created within your system. See Section Auto Attendant. Each digit 0-9, the # key, and the * key can be configured with an action. These actions can include items such as a ring group of members of a department, accessing a queue, dialing an extension directory, listening to a recorded message, reaching the “Operator” function. (Note) Any new Auto Attendant menu will require a recording. Please create or upload a recording to enable the menu to work correctly.
Operator:
The Operator function, if configured on your system, will determine the action / call treatment for callers who press “0” when listening to a user’s voicemail box or the company directory, reaching the Auto Attendant (if enabled) or holding in a queue (if enabled). This is the setting for the default operator action. Pressing “0” on an extension will route the call to the Operator setting. Specific actions can be set for individual queues or Auto Attendant menus.
Paging Group:
A Paging Group provides the ability to directly connect to group Members phones via the telephone’s external speaker. The member receives an initial alert prior to connection. This feature is particularly useful for company wide alerts or to specific groups of people. (Note) It is not recommended that you create large paging groups using this method due to system resource constraints. For larger applications Cloud One PBX recommends the use of external paging equipment that can be connected to the Cloud One PBX system via a separate analog SPA 3102 adapter. Please contact the support organization for details.
Receptionist Mode:
On a standard setting incoming calls will always be delivered to the first line key unless the system has been configured to point a DID / Line to a specific line appearance on the phone. With a user busy on a call, notification of a subsequent call will be via a call waiting tone in the ear and a phone display change. This is not always convenient or practical for a busy administrator. Use the Receptionist Mode option, available, to ensure that incoming calls to the extension will roll down the line keys.
Ring Group:
A Ring Group provides the ability to ring one or more phones simultaneously. Members are added to the Ring Group via the Destinations link or when editing menus using the tool set icon . When adding Members to the Ring Group the system provides the ability to select which line appearance is used on the phone (If your phone has multiple lines). This is particularly useful if a distinctive ring is set on that phone for the line appearance used. If this is set the user will receive a different visual and audible notification based upon which line is calling. The Ring Group can be accessed via an Internal Direct Dial number. This is particularly convenient when testing the configuration. Remember to set the period of time your group will ring before reaching your Failover options. For example a ring time of 36 seconds is approximately 6 rings. The Failover option supports up to 9 levels of failover. Remember that selecting another extension or Voicemail is regarded as an end point and as such no further Failover options can be selected. You can display the Ring Group name to Members on incoming calls.
Latency :
Latency refers the routes call data must travel over the internet and through network connections to reach your hosted VoIP service provider. When you make a call using your hosted VoIP service, that data is broken up into little packets and dispersed through certain channels of the Internet. Latency is the time between the moment a voice packet is transmitted and the moment it reaches its destination.
Telecommuting :
Telecommuting is the act of a remote employee using telecommunications technology in order to interact with an employer or office environment opposed to physically working in the office. With advances in hosted VoIP technology telecommuting is becoming increasing popular. Telecommuters can now easily plug in a VoIP phone and access all of the same telecom technology that they can while at the office. Benefits of telecommuting include reduction of travel expense, savings on office space costs and utilities, and the ability to pull from a greater talent pool.