VTG-Vault/Training/03 FreePBX.md

FreePBX is the server that is used to configure all the settings needed to customize each phone server.   Setting up Extensions 

• Difference between Ring Groups and Queues 

• Proper Configuration of Time Conditions 

• Directory Setup 

• What is DISA and how is it useful 

• Music on Hold and conversion 

• Paging and Intercom Setup 

• System Recordings with Announcements 

• Setting up an IVR 

Difference Between Ring Groups and Queues 

Ring Group 

• Rings a group of phones for a set amount of time until someone answers or the timeout option happens.   

• Max of 60 seconds 

• Only static agents can be added.  

Queue  

• Rings a group of phone for a set amount of time until someone answers or the time option happens. 

• No limit on caller being on hold 

• Static or Dynamic Agents can be assigned to allow users to log in and out of the queue 

• Breakout menus can be added to allow for an Auto Attendant to be added 

• Follow me settings can be used when ringing the extension. 

Time Conditions 

To create a Time condition you must first create a Time Group 

• Description – Name for the Time Condition i.e Holliday or work hours. 

• Time to Start – This is the starting time to match starting time of day.  i.e. 08:00 or 00:00 for midnight 

• Time to Finish – This is the ending time to match end of day. i.e. 17:00 or 23:59 to include all night 

• Week Day Start – Mon – Sun choice 

• Week Day finish – Mon – Sun choice 

• Month Day start – This is 1 – 31 (useful for holiday time) 

• Month Day finish – This is 1 – 31 (useful for holiday time) 

• Month start – This is Jan – Dec (useful for holiday time or being closed over a months' time) 

• Month finish – This is Jan – Dec (useful for holiday time or being closed over a months' time) 

• After clicking Submit you can go back into the Time group and add another option. (useful for holiday time or different shift hours like Saturday hours) 

• Time Condition name – Descriptive name of the time condition 

• Enable Override Code – This will generate a feature code and also a hint that can be used as a BLF on a phone to put the time condition to Green (Time Matches) or Red (Time Does not match 

• Time Group – This is for the time group that we just created or one already in the system. 

• Destination if time matches – This is any created destination in the phone system. 

• Destination if time does not match – this is any created destination in the phone system. (Time conditions can be pointed at other time conditions) 

Directory 

• Directory Name – Simple name given to the directory 

• Directory Description – Detailed Description of current directory 

• CallerID Name Prefix – This will prepend to the callers CID to let them know it came from the directory. 

• Alert Info – Allows for a changing of the ringer on the phone. 

• Announcement – This allows you to add a custom announcement to the directory for callers to hear before searching the directory. (Default asks the caller to dial the first 3 digits of the persons first or last name.)  

• Invalid Retires – Number of times a person can enter a name that doesn’t match in the directory before going to Invalid destination 

• Invalid Destination – Any configured destination in the phone system 

• Return to IVR – If this option is also checked in the IVR and they came from an IVR then instead of going to the Invalid Destination it will return them to the IVR 

• Announce Extension – Will play back the extension of the name they entered before sending them to the extension 

• Directory Entries – If you click the green plus a dropdown will appear that will allow you to choose any extension on the phone system there is also an option for a custom option 

• Custom Option – Allows for entry of a custom name and a custom destination this can also be an external number and will follow the outbound routes if extension doesn’t exist on the system. 

• Name Announcement – Text to speech will try to sound out the name of the person called, Spell Name option will spell the name as it is typed out in the Name box, and you also have the option to use one of the system recordings set on the system 

• Names can be separated with a space.  i.e. if a person's extension is labeled Thomas but they go by Tom you can add both names to the name field.  

• There is an option to add all users also but it will add on to the current list and not just add the ones that are missing. 

DISA (Direct Inward System Access) 

Allows People to call into the main IVR and press the number associated with DISA and it will mask their number when making calls out 

• DISA name – Descriptive name given to the DISA. 

• PIN – Password set to be able to call out 

• Response Timeout – The maximum time before hanging up if the user has dialed an incomplete or invalid number 

• Digit Timeout – The maximum time between digits when dialing. 

• Caller ID – This is the outgoing caller ID for the DISA.  

• Format can be NXXNXXXXXX or “company name”   

• Allow Hangup – Allow hangup by pressing the incall hangup code of ** while in call and make a new call without dialing back in. 

Music on Hold 

•  Same drag and drop as the system recordings 

• These are the files that will play while callers are on hold or waiting in queues. 

• Due to copyright laws these cannot be just any music you must own right to the files. 

Paging Groups and Intercom 

• Paging Extension – Any number that isn’t already assigned to another option or extension 

• Group Description – Detailed name of Paging Group 

• Device List – Choose multiple extensions with the Ctrl Key (version 2.9 and older) Drag and drop extensions (version 2.10 and newer) 

• Alert Tone -Normally set as default, unless specified wanting another ringer  

• Speaker Volume Override – Leave as Default 

• Busy Extensions 

  • Skip will skip extensions that are currently on the phone 

  • Force will ring that extension regardless if they are on the phone or not 

  • Whisper – Will try to use chanspy and break into a phone call. 

  • Duplex – Will allow user to talk back 

  • This takes up a lot of CPU when it is enabled and should be limited to 5 extensions 

  • You can also run into echo issues if phones are near each other 

• Default Page Group – Allows the adding of extensions to the group from the extension screen.  Only one default group can be active.