Overview
PBX Portal
Our Cloud PBX offering promises to minimise management and operational headaches, while improving client relationships and ensuring seamless communications across all your devices. Ideally suited to businesses that want a single source of communication, combined with collaboration and mobility, our platform integrates fully with Cisco, Yealink and Polycom phones.
With our suite of Unified Communications mobility apps, you take your extension and collaboration suite with you. Whether you are working from home, a coffee shop, restaurant or airport, being away from the office should not hinder your ability to communicate with your teams, clients and suppliers.
Our PBX Portal enables our clients and partners to manage their Cloud PBX from one central location, from anywhere in the world.
Below you will find some videos we’ve created which will help you better navigate and understand some of the many features our PBX Portal has to offer.
Video Guides
Video Guides
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How to update an extension name
To update names on CloudPBX extensions, we are going to log in to our management portal and navigate to the site where the extension is based.
We can then select the edit button on the extension we would like to update. By selecting Amend Contact from the Contact table, we can update the details of this contact as required. If the user is receiving emails, this will be affected by any changes made here.
The name change should take effect within an hour of updating it, however the handset can be rebooted to force an update immediately.
Please feel free to contact us if you have any questions! -
Extension Forwards
Here we will cover the process of setting a forward on a Cloud PBX extension.
Once we have logged in to our management portal, we can select the site where the extension is based.
We can then search for the extension which we would like to forward and update the configuration by selecting the edit button. Under the call features menu, there are multiple available forwards that can be configured.
The destination number to which we would like to forward calls needs to first be set, then we can activate the forward by turning it on.
Call forward always will forward any calls made to the extension.
Call forward busy will forward calls received while the line is busy unless call waiting is activated.
Call forward no answer will forward calls after a specified number of rings - each ring is equal to six seconds.
Call forward unreachable will forward calls in the instance of a power or connectivity outage, this is especially useful for load shedding season.
Please let us know if you have any questions! -
Do Not Disturb
To add the Do Not Disturb service to a CloudPBX extension, we will navigate to the relevant extension's configuration page, by selecting the edit button on the extension which requires DND.
By selecting the Services menu, we can add Do Not Disturb from the Services table, if it has already been added.
In the Call Features menu, we can then enable or disable DND. This can also be toggled from the extension's handset.
Please feel free to contact us if you have any questions! -
Cloud PBX Voicemail
To manage voicemail on a CloudPBX extension, we need to navigate to the site where our extension is based.
We can update the configuration on the extension by selecting the edit button, where we are able to access the voicemail menu.
Here we have access to various options for the voicemail service.
Under redirect options, we can configure when the extensions voicemail will be presented to callers.
In message delivery, we can define how voicemails will be accessed. Dial-in access allows an extension to call the voice portal on the site to access to voicemails and update the greeting message.
Voicemail to email forwards all voicemails to a specified email address.
Message waiting indicator activates a voicemail indicator on the handset of the extension.
Message Notification Email will send an email to a specified address when a voicemail is received. This is not necessary if using voicemail to email.
We also have access to upload a message greeting. These should be uploaded as a mono channel, 16bit and 16khz wav files. This message can also be updated via the voice portal.
An administrator is also able to reset the voice portal password in this menu. Please ensure that the constraints are followed when specifying a password.
If you have any questions, please feel free to contact us! -
Pickup Groups
Pickup groups allow users to pull calls from within a group of extensions. Once configured, a user can access this feature by dialling *98#.
These are configured on a site level. Under the services tab, we can select the configure button on "Call Pickup". To create a group we will select add, where we are presented with extensions available to be added to the group.
We first need to create a descriptive name for the group, before we can move users from the Available column to the selected column.
Once complete we can save this by selecting the update button.
Please note, users can only be in one pickup group at a time.
To use the pickup group, a user can dial *98# in order to pickup a call ringing on any of the other users' phones.
Please don't hesitate to contact us if you require any additional assistance. -
Call Centre User Management
In order to add users to Cloud PBX Call Centres, we will select the site where both our extension and call centre are based.
Once on the site, we will select the edit button on the extension we would like to add to a call centre.
We then need to confirm that the service is available on the extension. In the Services menu, we need to confirm that the extension has the service "Call Center - Per Agent Package".
If this service is assigned, we can navigate to the Call Control menu, and select the Call Centre's configure button.
We can then assign one or more call centres to this extension, by selecting them in the available column and moving them to the selected column. To save the changes we will then select the update button.
Take care to ensure that the join button is selected before proceeding, as the extension will not receive calls if it has not joined the call centre.
If you have any questions, feel free to contact us! -
Call Detail Records
Call detail records, or CDRs, are a record of all incoming and outgoing calls for your enterprise.
We can use them to search for specific numbers, filtering based on dates and times in order to assist with auditing and managing costs within your company.
We can access these by selecting the calls menu while on the site you would like to search.
Here we can filter calls based on fields such as date, source number, destination number, and call type.
In the Call Type dropdown, we have the option to select from billable calls, incoming calls, outgoing calls or all calls.
The number type option will filter based on the numbers textbox.
Here we can select from A number, which is the source number, B number, which is the destination number, any number, account code, or extension.
We can also filter based on a date period. The maximum filterable period is 1 month at a time. The detailed records are stored for the past 3 months, if you require historic records, please contact our support team.
If the report is requested to be downloaded, an email will be sent to the user to notify them that it is being processed. Once ready, it can be downloaded by navigating back to the main portal menu and selecting the files menu.
We can filter these based on the date and download our search results as an .xlsx file, which can then be opened in Excel or a similar spreadsheet viewer. -
Scheduling Reports
Reports can be configured to run on a daily, weekly or monthly basis. There are a multitude of formats available for you to easily meet your specific requirements.
Different reports are available depending on if they are generated at an enterprise level or a site level.
To schedule a report, we will first navigate to the reports menu.
Here any existing reports will be displayed and can be edited. We are going to select the new report button to create a new scheduled report.
Here we can see the reports available, in this example, we are going to schedule a billing summary for the previous month.
As we are scheduling future reports, the date must be set to a future date. Once this has been selected, we can specify how often the report should recur. We are able to set it to daily, weekly and monthly as well as specify a time that the report should run.
On the next page, we are to select which users should receive the report. By holding the control button while selecting recipients, we can have the report sent to more than one user.
To finalise the report, we will select the confirm button.
If you have any questions, please feel free to contact us! -
Cloud PBX Ring Strategies
We have 5 available ring hunt policies available for CloudPBX Hunt Groups and Call Centres: Circular, Regular, Simultaneous, Uniform and Weighted.
Our most commonly used policy is Simultaneous. This rings all agents at the same time, where the first agent to answer handles the call.
The Circular policy hunts through agents in the order they appear in the list, continuing from the last agent to receive a call. When the end of the list is reached, it loops back to the top and continues until all agents have been presented with a call.
The Regular policy hunts through agents in the order they appear in the list, starting from the top every time.
The Uniform policy hunts through agents, starting with the agent who has been idle the longest and ending with the agent who most recently answered a call.
The Weighted policy hunts through agents based on percentages you assign on the group's Profile. This policy is very powerful but requires careful configuration.
If you have any questions, feel free to contact us! -
Huntgroup User Management
To add users to a hunt group, we will first need to navigate to the site where it is based.
On the site, we can select the edit button on the hunt group that we would like to assign additional extensions to.
Here we will select the Hunt Group option to update the assigned extensions.
We will then select Amend Agents in order to add or remove users from the hunt group.
We first need to click on the filter button to show the extensions available to the hunt group.
We can then select extensions in the available column and move them to the selected column.
This can then be completed by selecting the update button.
If you have any questions, feel free to contact us! -
Hunt Group Forwards
To configure a forward on a hunt group, we will first need to navigate to the site where it is based.
We can select the edit button on the hunt group to update its configuration.
Here we will select the Hunt Group menu to configure the forward.
We recommend noting these details in the event of needing to revert any changes.
To set up forward a, we first need to activate the "Forward Call" option.
We can then specify where we would like to forward all calls inbound to by updating the "Forwarding Number".
As we want the calls to be forwarded immediately, we are going to set the Forward Call After option to zero seconds.
This can also be used to forward calls that are not answered in a specified amount of time.
We also have an option to activate a forward if the hunt group becomes unreachable
If you have any questions, feel free to contact us! -
Call Centre Forwards
To update forwards on a CloudPBX Call Centre, we are first going to log in to our management portal. The site where our call centre is based can then be selected.
On the site, we can select the edit button on the call centre we would like to forward, to update its configuration.
Then we can navigate to the Call Routing menu to configure the forward.
We recommend noting these details in the event of needing to revert any changes.
To set a forward up, we first need to change the overflow action to "Transfer to Phone Number".
Once this has been selected, we can update the "Overflow Number" to be the destination to which we would like to forward all calls inbound calls.
We also have the option to forward calls after a specified amount of time. By selecting "Enable overflow after calls wait", we can specify a time before calls are forwarded.
This can also be used to forward calls that are not answered in a specified amount of time.
If you have any questions, feel free to contact us! -
Account codes
When configuring account codes for Cloud PBX extensions, there are 2 sections where they must be configured. The account code must first be configured for billing in the account code menu, then the calling plan menu should be updated.
When removing account codes, they must first be removed from the calling plan menu, before being removed from the account code menu.
Once on the relevant site, we can navigate to the account code menu. Here we can select the add button and specify how many codes need to be added.
We recommend using at least a name and surname for each code for billing purposes. Please ensure to note the details as the information here should correlate with the outgoing calling plan.
We can then specify the start date, which would be today's date in most cases. To finalise we can confirm the information, after which it will be provisioned.
The next step is to update the calling plan. After navigating back to the relevant site, we can scroll down to the calling plan table and select the amend button.
The outgoing call plan allows for us to specify whether different billing level calls are allowed, require authorisation, or are blocked.
After specifying the requirements here, we are able to specify account codes. Take care to use the same information as what was used in the previous configuration. This can then be finalised and the account codes will be provisioned and can be used immediately.
To remove these, please ensure they are first removed from the outgoing call plan before also being removed in the account codes menu.
If you have any questions, please feel free to contact us! -
Outgoing Calling Plan
Outgoing calling plans are used to configure whether sites or extensions are able to make calls to various destination groups. We are also able to use these to require authorisation for making calls.
On a site level, we can scroll down to the calling plan table.
By selecting the amend button, we are presented with the outgoing calling plan.
Here we can specify whether certain call categories are allowed, require authorisation or are blocked.
In this example, we are going to enforce authorisation for dialling international numbers and block calls being transferred to an international destination.
We also have the option to block calls from being forwarded to external numbers, by removing the check from "Can be forwarded outside site".
On the following page we can then specify account codes, please make sure to watch the account codes video before making any changes here.
By pressing next, we can then confirm the outgoing calling plan and any changes will be provisioned.
We can also modify this on an extension level. If for example, one extension should require authorisation to make any outgoing calls, we can do this by changing all the fields to "auth".
Please note, changes made on an extension level are not applied to the entire site.
Please don't hesitate to contact us if you require any additional assistance.
