XMission Wiki - User contributions [en]

XMission E-Fax Services

2026-03-17T15:58:30Z

Danzmo: /* Send from Email */

<H2> **XMission E-Fax Solution is an add-on service that requires users to subscribe to additional paid services to access this feature. </h2>

XMission offers E-Fax Solutions to both our Residential and Business Customers. For our Residential subscribers, adding E-Fax to your XMission Services is the only way to guarantee Fax service with XMission. As we do not support or guarantee Physical Faxing on our VoIP Product.

Our E-Fax enables users to transmit faxes through the following channels:
* Email services (e.g., Zimbra, Gmail, Outlook, Thunderbird, Mac Mail, etc.).
* XMission’s online portal (https://call.xmission.com).

To incorporate E-Fax into your XMission Voice services, kindly contact our sales department for registration.

== Send from Email ==

In order to send faxes via email XMission will need to authorize email address. XMission does encourage that we only authorized 1 address, however we can add up to three email addresses.

''If multiple users require access to sending faxes, we recommend creating an outgoing distribution list called fax@yourdomain.com.''

To send faxes via Email:

# Open your email service
# Click to compose or start a new email
# The “To:” address should be formatted as follows: <phonenumber sending to>@fax.io.
#: '''For example:''' 18019871234@fax.io.
# To include a cover letter, enter the “Fax Subject” in your email platform’s “Subject Box.”
#: Any additional content for the cover letter should be typed into the email body..
#: [[File:e-fax email send.png|600px]]
# If you do not wish to add a cover letter:
#: Leave the "Subject Box" in your Email Platform blank.
# If the subject filed is left blank, any content entered into the email body will be treated as your fax document.
#; Attachments will be ignored.
# To fax pre-paired documents, simply attach them to the email..

* Please NOTE The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

== Send from Portal ==

To send a fax from the online portal, users will need to log into [https://wiki.xmission.com/XMission_Voice_Portal call.xmission.com].

# Click on "Fax" Button.
# Click "Send Fax".
# Click "Browse" button and locate file from the local machine(Computer).
# Leave the CallerID dropdown alone. ''(Unless you have multiple Fax Number with XMission)''
# Type in the Phone Number for the destination.
# Check optional box "Add Cover Letter"
#: Using Cover Letter - Fill in all optional fields.
#; [[File:CallXM-FaxCover.png|600px]]
# Click "Send".

* You are able to add a SINGLE file only. So if you have to fax multiple pages, it will be required to scan or combine those pages into a single file.
* The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

[[Category:Voice Troubleshooting]]
[[Category:VoIP]]

XMission E-Fax Services

2026-03-17T15:54:56Z

Danzmo: /* Send from Portal */

<H2> **XMission E-Fax Solution is an add-on service that requires users to subscribe to additional paid services to access this feature. </h2>

XMission offers E-Fax Solutions to both our Residential and Business Customers. For our Residential subscribers, adding E-Fax to your XMission Services is the only way to guarantee Fax service with XMission. As we do not support or guarantee Physical Faxing on our VoIP Product.

Our E-Fax enables users to transmit faxes through the following channels:
* Email services (e.g., Zimbra, Gmail, Outlook, Thunderbird, Mac Mail, etc.).
* XMission’s online portal (https://call.xmission.com).

To incorporate E-Fax into your XMission Voice services, kindly contact our sales department for registration.

== Send from Email ==

In order to send faxes via email XMission will need to authorize email address. XMission does encourage that we only authorized 1 address, however we can add up to three email addresses.
''** if multiple users require access to sending faxes, we recommend creating an outgoing distribution list called fax@yourdomain.com.''

To send faxes via Email:

# Open your email service
# Click to compose or start a new email
# The “To:” address should be formatted as follows: <phonenumber sending to>@fax.io.
#: '''For example:''' 18019871234@fax.io.
# To include a cover letter, enter the “Fax Subject” in your email platform’s “Subject Box.”
#: Any additional content for the cover letter should be typed into the email body..
#: [[File:e-fax email send.png|600px]]
# If you do not wish to add a cover letter:
#: Leave the "Subject Box" in your Email Platform blank.
# If the subject filed is left blank, any content entered into the email body will be treated as your fax document.
#; Attachments will be ignored.
# To fax pre-paired documents, simply attach them to the email..

* Please NOTE The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

== Send from Portal ==

To send a fax from the online portal, users will need to log into [https://wiki.xmission.com/XMission_Voice_Portal call.xmission.com].

# Click on "Fax" Button.
# Click "Send Fax".
# Click "Browse" button and locate file from the local machine(Computer).
# Leave the CallerID dropdown alone. ''(Unless you have multiple Fax Number with XMission)''
# Type in the Phone Number for the destination.
# Check optional box "Add Cover Letter"
#: Using Cover Letter - Fill in all optional fields.
#; [[File:CallXM-FaxCover.png|600px]]
# Click "Send".

* You are able to add a SINGLE file only. So if you have to fax multiple pages, it will be required to scan or combine those pages into a single file.
* The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

[[Category:Voice Troubleshooting]]
[[Category:VoIP]]

XMission E-Fax Services

2026-03-17T15:43:21Z

Danzmo:

<H2> **XMission E-Fax Solution is an add-on service that requires users to subscribe to additional paid services to access this feature. </h2>

XMission offers E-Fax Solutions to both our Residential and Business Customers. For our Residential subscribers, adding E-Fax to your XMission Services is the only way to guarantee Fax service with XMission. As we do not support or guarantee Physical Faxing on our VoIP Product.

Our E-Fax enables users to transmit faxes through the following channels:
* Email services (e.g., Zimbra, Gmail, Outlook, Thunderbird, Mac Mail, etc.).
* XMission’s online portal (https://call.xmission.com).

To incorporate E-Fax into your XMission Voice services, kindly contact our sales department for registration.

== Send from Email ==

In order to send faxes via email XMission will need to authorize email address. XMission does encourage that we only authorized 1 address, however we can add up to three email addresses.
''** if multiple users require access to sending faxes, we recommend creating an outgoing distribution list called fax@yourdomain.com.''

To send faxes via Email:

# Open your email service
# Click to compose or start a new email
# The “To:” address should be formatted as follows: <phonenumber sending to>@fax.io.
#: '''For example:''' 18019871234@fax.io.
# To include a cover letter, enter the “Fax Subject” in your email platform’s “Subject Box.”
#: Any additional content for the cover letter should be typed into the email body..
#: [[File:e-fax email send.png|600px]]
# If you do not wish to add a cover letter:
#: Leave the "Subject Box" in your Email Platform blank.
# If the subject filed is left blank, any content entered into the email body will be treated as your fax document.
#; Attachments will be ignored.
# To fax pre-paired documents, simply attach them to the email..

* Please NOTE The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

== Send from Portal ==

To send a fax from the online portal, users will need to log into call.xm.

# Click on "Fax" Button.
# Click "Send Fax".
# Click "Browse" button and locate file from the local machine(Computer).
# Leave the CallerID dropdown alone. ''(Unless you have multiple Fax Number with XMission)''
# Type in the Phone Number for the destination.
# Check optional box "Add Cover Letter"
#: Using Cover Letter - Fill in all optional fields.
#; [[File:CallXM-FaxCover.png|600px]]
# Click "Send".

* You are able to add a SINGLE file only. So if you have to fax multiple pages, it will be required to scan or combine those pages into a single file.
* The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

[[Category:Voice Troubleshooting]]
[[Category:VoIP]]

File:E-fax email send.png

2026-03-17T15:41:57Z

Danzmo:

Spam Calls

2026-03-13T19:03:52Z

Danzmo:

Due to the surge in unwanted calls in recent years, numerous services have emerged to compile databases of known or suspected spam callers. Each service employs its own methodology for determining which numbers to include in the database. Some common methods include:

* The frequency of calls received from your number.
* The duration of calls associated with your number.
* The age of your call history for calls received from your number.
* The destination area codes for calls received from your number.

Based on these various factors, the receiving carrier may decide to add your number to their database for an unspecified duration. While your number is in their database, calls from your number to their subscribers will be automatically marked as “Spam.” However, there is no centralized database or service that can be checked to determine whether your number will be marked as spam.

''Note:'' While you subscribe to XMission Voice, XMission is not responsible for monitoring your number or verifying that Caller ID Services have your phone number in their database. If you’re concerned about your number being flagged or marked as “Spam,” there are companies that monitor your number for a monthly fee. We have no affiliation with any of these companies and cannot recommend any.

= XMission Voice and "Spam" Calls =

XMission’s Voice Service and Spam Protection features aim to reduce aggressive, overbearing, and downright annoying “spam” calls. While XMission has consistently worked to mitigate these calls, some still manage to bypass our measures. In March 2020, the FCC and other organizations introduced the STIR/SHAKEN framework, a program designed to collect reported numbers for abuse and illegal activities. This framework utilizes a global database to facilitate reporting, blocking, and identifying whether a caller’s number originates from a known source or is “spam/spoofed.” Effective October 1, 2021, XMission Voice will fully participate in this program, ensuring that calls are signed and reported. This information should provide clarity on the program’s purpose.

== What is STIR/SHAKEN ==

STIR/SHAKEN is a framework comprising interconnected standards. Its acronyms represent the Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using toKENs (SHAKEN) standards. Essentially, calls traversing interconnected phone networks will have their caller ID “signed” as legitimate by originating carriers and validated by other carriers before reaching consumers. STIR/SHAKEN digitally validates the handoff of phone calls passing through the intricate web of networks, enabling the phone company of the consumer receiving the call to verify that the displayed Caller ID number is indeed the originator of the call.

For further information, please visit [https://www.fcc.gov/call-authentication FCC Combat Spoof/Spam Calls].

= How does this affect you?=

Remember that the spam marking system is currently influenced by the receiving carrier. Just because your number appears as spam with one carrier doesn’t mean it will be flagged as spam for all carriers. If your number is flagged as a suspected spam caller, you’ll need to identify the receiving carrier and contact them for removal. Many services offer online forms for this purpose. All phone calls received or made are required to have a digital signature from XMission and are included with your Voice Services.

''Note:'' Please be aware that Call Forwarding, Call Blocking, and other Telephone Features can alter XMission’s digital signature, causing your calls to be flagged as “Spam”. We recommend using our XMission Mobile Voice App to receive calls outside of your designated service.

* [[XMission Mobile Voice]]

=== Incoming Phone Calls ===

Before a phone call is delivered to your home, XMission will scan the incoming number through our "Robocall Mitigation Database". If a caller has a specific spam score, callers will automatically be sent to Voicemail. Otherwise all calls will follow your Answering Rules from the [https://wiki.xmission.com/XMission_Voice_Portal online portal].

=== Outgoing Phone Calls ===

Unfortunately, there are too many unknown factors, as well as Caller ID applications, to list the exact reason or how your call has been flagged as “Spam.” While XMission recognizes the importance of your phone number and wants to help ensure that your calls are not ignored, dismissed, or redirected due to a “Spam” flag, we are not responsible for the reputation of your Caller ID. This will require you to identify the receiving carrier and contact them for removal. Many services offer online forms for removal.

It’s important to note that there is no centralized database or server that all the different providers use.

We have provided some links for T-Mobile and Verizon that will require your office to submit requests to remove the flag from their services. Additionally, there is a well-known third-party organization (First Orion or Hiya) that has established relationships with many telecom providers to assist with Business Caller ID reputation management. They can remove the flag across multiple carriers for you at no cost. Unfortunately, XMission is unable to submit these requests on your behalf.

* T-Mobile: [https://callreporting.t-mobile.com/ T-Mobile Call Reporting]
* Verizon: [https://www.voicespamfeedback.com/vsf/ Verizon Wireless Feedback Reports]
* First Orion: [https://firstorion.com/register-your-number Business CallerID Reputation Services]
* Hiya: [https://hiyahelp.zendesk.com/hc/en-us/p/request_hub CallerID Reputation Services]

Spam Calls

2026-03-13T19:02:39Z

Danzmo:

Due to the surge in unwanted calls in recent years, numerous services have emerged to compile databases of known or suspected spam callers. Each service employs its own methodology for determining which numbers to include in the database. Some common methods include:

* The frequency of calls received from your number.
* The duration of calls associated with your number.
* The age of your call history for calls received from your number.
* The destination area codes for calls received from your number.

Based on these various factors, the receiving carrier may decide to add your number to their database for an unspecified duration. While your number is in their database, calls from your number to their subscribers will be automatically marked as “Spam.” However, there is no centralized database or service that can be checked to determine whether your number will be marked as spam.

''Note:'' While you subscribe to XMission Voice, XMission is not responsible for monitoring your number or verifying that Caller ID Services have your phone number in their database. If you’re concerned about your number being flagged or marked as “Spam,” there are companies that monitor your number for a monthly fee. We have no affiliation with any of these companies and cannot recommend any.

= XMission Voice and "Spam" Calls =

XMission’s Voice Service and Spam Protection features aim to reduce aggressive, overbearing, and downright annoying “spam” calls. While XMission has consistently worked to mitigate these calls, some still manage to bypass our measures. In March 2020, the FCC and other organizations introduced the STIR/SHAKEN framework, a program designed to collect reported numbers for abuse and illegal activities. This framework utilizes a global database to facilitate reporting, blocking, and identifying whether a caller’s number originates from a known source or is “spam/spoofed.” Effective October 1, 2021, XMission Voice will fully participate in this program, ensuring that calls are signed and reported. This information should provide clarity on the program’s purpose.

== What is STIR/SHAKEN ==

STIR/SHAKEN is a framework comprising interconnected standards. Its acronyms represent the Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using toKENs (SHAKEN) standards. Essentially, calls traversing interconnected phone networks will have their caller ID “signed” as legitimate by originating carriers and validated by other carriers before reaching consumers. STIR/SHAKEN digitally validates the handoff of phone calls passing through the intricate web of networks, enabling the phone company of the consumer receiving the call to verify that the displayed Caller ID number is indeed the originator of the call.

For further information, please visit [https://www.fcc.gov/call-authentication FCC Combat Spoof/Spam Calls].

= How does this affect you?==

Remember that the spam marking system is currently influenced by the receiving carrier. Just because your number appears as spam with one carrier doesn’t mean it will be flagged as spam for all carriers. If your number is flagged as a suspected spam caller, you’ll need to identify the receiving carrier and contact them for removal. Many services offer online forms for this purpose. All phone calls received or made are required to have a digital signature from XMission and are included with your Voice Services.

''Note:'' Please be aware that Call Forwarding, Call Blocking, and other Telephone Features can alter XMission’s digital signature, causing your calls to be flagged as “Spam”. We recommend using our XMission Mobile Voice App to receive calls outside of your designated service.

* [[XMission Mobile Voice]]

=== Incoming Phone Calls ===

Before a phone call is delivered to your home, XMission will scan the incoming number through our "Robocall Mitigation Database". If a caller has a specific spam score, callers will automatically be sent to Voicemail. Otherwise all calls will follow your Answering Rules from the [https://wiki.xmission.com/XMission_Voice_Portal online portal].

=== Outgoing Phone Calls ===

Unfortunately, there are too many unknown factors, as well as Caller ID applications, to list the exact reason or how your call has been flagged as “Spam.” While XMission recognizes the importance of your phone number and wants to help ensure that your calls are not ignored, dismissed, or redirected due to a “Spam” flag, we are not responsible for the reputation of your Caller ID. This will require you to identify the receiving carrier and contact them for removal. Many services offer online forms for removal.

It’s important to note that there is no centralized database or server that all the different providers use.

We have provided some links for T-Mobile and Verizon that will require your office to submit requests to remove the flag from their services. Additionally, there is a well-known third-party organization (First Orion or Hiya) that has established relationships with many telecom providers to assist with Business Caller ID reputation management. They can remove the flag across multiple carriers for you at no cost. Unfortunately, XMission is unable to submit these requests on your behalf.

* T-Mobile: [https://callreporting.t-mobile.com/ T-Mobile Call Reporting]
* Verizon: [https://www.voicespamfeedback.com/vsf/ Verizon Wireless Feedback Reports]
* First Orion: [https://firstorion.com/register-your-number Business CallerID Reputation Services]
* Hiya: [https://hiyahelp.zendesk.com/hc/en-us/p/request_hub CallerID Reputation Services]

XMission Mobile Voice

2025-07-31T18:10:02Z

Danzmo: /* Login */

XMission Mobile Voice App

The XMission mobile voice app gives you access to your voice service on the go. You are able to turn your WiFi and/or Cellular serviced Smartphone or Tablet into your home phone from anywhere in the world. In order to use the XMission Mobile Voice it is required you have a valid and active voice subscription. The quality of service is dependent upon your WiFi or 3G/4G/LTE/5G service, and XMission can not guarantee service in roaming or edge service areas.

== Install App ==
The XMission Mobile Voice App is only available on Apple iOS and Android devices. To install the app, search for ''XMission Voice'' or tap on the respective link below:

* Apple iOS - [https://apps.apple.com/us/app/xmission-mobile-voice/id1185326222 [[File:IOS_App_Store.png|100px]]]
* Android - [https://play.google.com/store/apps/details?id=com.xmission.voice [[File:GooglePlay_Store.png|100px]]]

== Login ==

Once installed, launch the voice app. If the app asks for permission to access your location, please allow it. This enables the app to gather information about the ambient wifi network.

After all app permissions are allowed you will be presented with a login screen:

[[File:MobileVoice_login.png]]

You will log in with the same credentials as you use for our [https://call.xmission.com Voice Portal]. The Login Name is your phone number and password set up from your welcome email. (If you have not requested access to our Voice Portal please contact XMission Support.)

After your first login you'll be prompted to allow some additional permissions.
* ''NOTE: These permissions are optional, however the app may not work fully if you deny some or all of the permissions.''

{|
|- style="vertical-align:top;"
| [[File:MobileVoice_Notifications.png]]
| [[File:MobileVoice_LocalNetwork.png]]
| [[File:MobileVoice_Siri.png]]
|- style="vertical-align:top;"
| style="width: 300px;padding:5px;" | Notifications - Required to notify you of any incoming calls, messages or alerts from XMission.
| style="width: 300px;padding:5px;" | Connect to devices on your local network - Allows multiple mobile devices to sync together.
| style="width: 300px;padding:5px;" | Use Siri (iOS Devices) - allows you to use "Hey Siri"
|- style="vertical-align:top;"
| [[File:MobileVoice_Contacts.png]]
| [[File:MobileVoice_Microphone.png]]
|- style="vertical-align:top;"
| style="width: 300px;padding:5px;" | Access your contacts - Allows the app to use your mobile devices contact list already stored.
| style="width: 300px;padding:5px;" | Access to the Microphone - Required access.
|}

== How to use XMission Mobile Voice ==

[[File:MobileVoice_Menubar.png]]

Along the bottom of the screen you have 5 menu options:
* Contacts - Access your digital contacts stored at [https://call.xmission.com call.xmission.com] as well as your phones contact list.
* Voicemail - Access your voicemail
* Chat - Use to chat with someone at home logged into the XMission Voice Portal
* Call History - The call logs for your XMission Voice usage
* More
: [[File:MobileVoice_Menubar_More.png]]
:* Answering Rules - Allows you to see what are your current answering rules.
:* Greetings - Your voicemail greeting recordings.
:* Settings - Mobile App Settings
:* About - App Version
:* Log out

=== Contacts ===
The contacts button will allow you to view contacts you have added, created or imported via the Voice Portal. If you provided permissions to allow access to your device contacts you'll be able to view your saved contacts list.

[[File:MobileVoice_Contactsbutton.png]]

* My Contacts - Switch between your online and phone contact lists.
* Search - will search both your online and phone contacts.
* Sort - change the order that your online contacts are listed.
* Add - will add new contacts to your online contact list.

=== Voicemail ===
The Voicemail button will let you listen to your current voicemails as well as save or delete messages.

[[File:MobileVoice_VMbutton.png]]

=== Chat ===

The XMission Voice Portal allows for you to use a Instant Message feature between your home computer and mobile device.

[[File:MobileVoice_Chatbutton.png]]

=== Call History ===

The Call History button will display all the call logs wether they are made from your phone or mobile app. You will be able to filter your history by:
* Outbound
* Inbound
* Missed

[[File:MobileVoice_Historybutton.png]]

=== More ===
* Answering Rules: This will have to me managed online from our Voice Portal. Using the mobile app you can not create, edit or delete rules.
: [[File:MobileVoice_Answerrules.png]]
* Greetings: This will let you listen to your current Greeting, you are able to create, edit or delete your greetings.
: [[File:MobileVoice_Greetings.png]]
* Settings: Will provide a quick forward to your cell phone and allow you to turn off mobile data usage. If you turn off Mobile Data Usage your device must be on WiFi.
: [[File:MobileVoice_Settings.png]]
* About - App Version
* Log out

[[category: VoIP]]

XMission Mobile Voice

2025-07-31T18:09:45Z

Danzmo: /* Login */

XMission Mobile Voice App

The XMission mobile voice app gives you access to your voice service on the go. You are able to turn your WiFi and/or Cellular serviced Smartphone or Tablet into your home phone from anywhere in the world. In order to use the XMission Mobile Voice it is required you have a valid and active voice subscription. The quality of service is dependent upon your WiFi or 3G/4G/LTE/5G service, and XMission can not guarantee service in roaming or edge service areas.

== Install App ==
The XMission Mobile Voice App is only available on Apple iOS and Android devices. To install the app, search for ''XMission Voice'' or tap on the respective link below:

* Apple iOS - [https://apps.apple.com/us/app/xmission-mobile-voice/id1185326222 [[File:IOS_App_Store.png|100px]]]
* Android - [https://play.google.com/store/apps/details?id=com.xmission.voice [[File:GooglePlay_Store.png|100px]]]

== Login ==

Once installed, launch the voice app. If the app asks for permission to access your location, please allow it. This enables the app to gather information about the ambient wifi network.

After all app permissions are allowed you will be presented with a login screen:

[[File:MobileVoice_login.png]]

You will log in with the same credentials as you use for our [https://call.xmission.com Voice Portal]. The Login Name is your phone number and password set up from your welcome email. (If you have not requested access to our Voice Portal please contact XMission Support.)

After your first login you'll be prompted to allow some additional permissions.
* ''NOTE" These permissions are optional, however the app may not work fully if you deny some or all of the permissions.''

{|
|- style="vertical-align:top;"
| [[File:MobileVoice_Notifications.png]]
| [[File:MobileVoice_LocalNetwork.png]]
| [[File:MobileVoice_Siri.png]]
|- style="vertical-align:top;"
| style="width: 300px;padding:5px;" | Notifications - Required to notify you of any incoming calls, messages or alerts from XMission.
| style="width: 300px;padding:5px;" | Connect to devices on your local network - Allows multiple mobile devices to sync together.
| style="width: 300px;padding:5px;" | Use Siri (iOS Devices) - allows you to use "Hey Siri"
|- style="vertical-align:top;"
| [[File:MobileVoice_Contacts.png]]
| [[File:MobileVoice_Microphone.png]]
|- style="vertical-align:top;"
| style="width: 300px;padding:5px;" | Access your contacts - Allows the app to use your mobile devices contact list already stored.
| style="width: 300px;padding:5px;" | Access to the Microphone - Required access.
|}

== How to use XMission Mobile Voice ==

[[File:MobileVoice_Menubar.png]]

Along the bottom of the screen you have 5 menu options:
* Contacts - Access your digital contacts stored at [https://call.xmission.com call.xmission.com] as well as your phones contact list.
* Voicemail - Access your voicemail
* Chat - Use to chat with someone at home logged into the XMission Voice Portal
* Call History - The call logs for your XMission Voice usage
* More
: [[File:MobileVoice_Menubar_More.png]]
:* Answering Rules - Allows you to see what are your current answering rules.
:* Greetings - Your voicemail greeting recordings.
:* Settings - Mobile App Settings
:* About - App Version
:* Log out

=== Contacts ===
The contacts button will allow you to view contacts you have added, created or imported via the Voice Portal. If you provided permissions to allow access to your device contacts you'll be able to view your saved contacts list.

[[File:MobileVoice_Contactsbutton.png]]

* My Contacts - Switch between your online and phone contact lists.
* Search - will search both your online and phone contacts.
* Sort - change the order that your online contacts are listed.
* Add - will add new contacts to your online contact list.

=== Voicemail ===
The Voicemail button will let you listen to your current voicemails as well as save or delete messages.

[[File:MobileVoice_VMbutton.png]]

=== Chat ===

The XMission Voice Portal allows for you to use a Instant Message feature between your home computer and mobile device.

[[File:MobileVoice_Chatbutton.png]]

=== Call History ===

The Call History button will display all the call logs wether they are made from your phone or mobile app. You will be able to filter your history by:
* Outbound
* Inbound
* Missed

[[File:MobileVoice_Historybutton.png]]

=== More ===
* Answering Rules: This will have to me managed online from our Voice Portal. Using the mobile app you can not create, edit or delete rules.
: [[File:MobileVoice_Answerrules.png]]
* Greetings: This will let you listen to your current Greeting, you are able to create, edit or delete your greetings.
: [[File:MobileVoice_Greetings.png]]
* Settings: Will provide a quick forward to your cell phone and allow you to turn off mobile data usage. If you turn off Mobile Data Usage your device must be on WiFi.
: [[File:MobileVoice_Settings.png]]
* About - App Version
* Log out

[[category: VoIP]]

XMission HostedPBX

2025-07-31T17:41:50Z

Danzmo: /* Usable Extensions */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|700px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|700px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|700px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|700px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6900 || Available Use || Available to use for any extension option.
|-
| 6901 - 6999 || Call Logic || Used only for PBX Administration.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 07<extension> || Dial 07101 || Directed Pickup, Picks up caller from ringing extension or park.
|-
| 08<extensoon> || Dial 08100 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission Voice Portal

2025-03-27T16:28:06Z

Danzmo: /* Export Contacts */

== Tutorial Video ==
* [https://www.youtube.com/watch?v=UmWxF7EDfxo Tutorial Video]

== Logging in ==

If you have not been given access to the Voice Portal please contact XMission Support to get your login provisioned. A valid Email Address is required to log in to our Voice Portal.

Visit [http://call.xmission.com call.xmission.com] to log into the voice portal

[[File:00-voip-login.jpg]]

Here you will log in with your phone number and the password you set up from your initial email.

== Home Tab ==
[[File:01-voip-home.jpg]]

* Navigation bar will appear on top with areas of interest
* The home screen shows you an over view of recent activity
* Recent voicemail will appear on top
* Recent call history will appear below any voicemail
* Answering rules will appear on the right

== Messages Tab ==
[[File:02-voip-messages.jpg]]

* Messages Tab will show you recent voicemail messages that you may have.
* You have the ability to change the type of message to display - New - Saved - Trash

[[File:02.5-voip-messages.jpg]]

=== Voicemail Settings ===
[[File:04-voip-enablevmail.jpg]]

==== Disable Voicemail ====
Here you can disable your voicemail by unchecking the Enable Voicemail option.

==== Greetings ====
* You can also update your Voicemail Greeting by selecting one from the drop down or recording a new one.
* You can also update your Recorded Name

==== Email Notifications ====
* You have the option to send email notifications by selecting the option you want from the drop down menu.

=== Access your Voicemail while away ===
Dial your phone number and press * then your pin

== Contacts Tab ==
[[File:05-voip-contacts.jpg]]

* This tab will show any contacts that you have setup or have received phone calls from and you have added to your contacts.
* To add a contact click the Add Contact Button

=== Add Contact ===
[[File:05.1-voip-contacts.jpg]]

* Click on Add Contact from the Contacts tab
* Here you can add a contact by filling out the form. First Name, Last Name, Work, Mobile, Home numbers and email.
* Click on Save when you are done.

=== Import Contacts ===
'' PLEASE NOTE: This feature is not available for XMission Residential Voice and Basic Business Voice Services. If this feature is needed for operation, please speak with an XMission Sales Agent about XMission Hosted Phone Services. ''

[[File:05.2-voip-contacts.jpg]]

* Click on Import from the Contacts tab
* Here you can browse your local machine for a Outlook CSV file, or Google or Apple vCards to import into your contact list.

=== Export Contacts ===
'' PLEASE NOTE: This feature is not available for XMission Residential Voice and Basic Business Voice Services. If this feature is needed for operation, please speak with an XMission Sales Agent about XMission Hosted Phone Services. ''

[[File:05.3-voip-contacts.jpg]]

* Click on Export from the Contacts tab
* Here you can export your contact as a Outlook CSV format, or Google or Apple vCards

== Answering Rules Tab ==
[[File:06-voip-ansrules.jpg]]

=== Adjust Ring Time ===
* Under the Answering Rules Tab you will see Ring for ? Seconds - You can adjust this to what ever fits your needs.
'''NOTE''' if you have disabled your voicemail and want your phone to ring enough times for your own voicemail to pick up. Make sure to adjust this to about 60 seconds. This will give the system enough time to ring for your voicemail to pickup.

=== Allow / Block Numbers ===
[[File:06.1-voip-ansrules.jpg]]

* Click on Allow / Block from the Answering Rules Tab
* The left side is for Allowed Numbers. Add a number then click the + sign to add a number to your allowed list
* The right side is for Blocked Numbers. Add a number then click the + sign to add a number to your blocked list.
* To automatically block Anonymous or unknown numbers place a check in the check box. Then click Done.

=== Add Rule ===
* After you have created a Time Frame, you can then add an Answering Rule.
* Click Add Rule from the Answering Rules Tab
* Select the Time Frame you created from the drop down.
'''NOTE''' If no items appear in the drop down menu then you have to create a Time Frame First. See the section below.
* Select Enable to enable this rule
* Chose the options you want for this rule
[[File:06.2-voip-ansrules.jpg]]

==== Do not disturb ====
* Following the above directions
* Check the box for Do not disturb
* Click Save when done.

==== Call Forwarding ====
* Following the above directions
* Choose your desired choice for your call Forwarding. Most common is Always.
* Then enter in the number you wish to forward you calls to. (It is required to include the 1 before the area code of the number you wish to forward to. IE 18019876543)
* Click Save when done.

== Time Frames Tab ==
[[File:07-voip-timeFrames.jpg]]

* This will display any answering rules you have set up.

=== Setting up a Time Frame ===
* Click Add Time Frame from the Time Frames Tab
* First you will need to give your Time Frame a name
* Next Select When:

==== Always ====
* This will perform your take all the time with no restrictions
* Click save when done
[[File:07.1-voip-timeFrames.jpg]]

==== Days of the week and times ====
* This will open up another window like below where you can select the days of the week and times.
[[File:07.2-voip-timeFrames.jpg]]

==== Specific Dates or Ranges ====
* This will allow you to select a specific date range to apply your call rules.
[[File:07.3-voip-timeFrames.jpg]]

== Call History Tab==
* The Call History Tab will show you all of your incoming and outgoing calls. Depending how busy you have been you may or may not see anything in here. However you can select the Filters button to adjust the date range.
[[File:08-voip-callHistory.jpg]]

=== Adjusting Call History Range ===
* Select Filters Button under the Call History Tab
* Select your From Date and your To Date - '''NOTE''' Limit is 30 days
* If you know the number you are looking for you can put that in the Dialed Number field.
* Call Type: Inbound, Outbound, Missed
[[File:08.1-voip-callHistory.jpg]]

== Profile ==
* In the upper right corner click on your name to edit your Profile Settings.
[[File:09-voip-profile.jpg]]

=== Update Name ===
* You are able to update you First and Last Name and your Timezone
* '''NOTE''' This does not affect your caller ID information
[[File:09.1-voip-profile.jpg]]

=== Update Password ===
* You are able to update your Password for logging into the control panel and also your email address. You can also add additional email addresses.
[[File:09.2-voip-profile.jpg]]

=== Update Pin ===
* Here you can set a new Pin for your voicemail
'''NOTE''' - your default pin is 1221

[[File:09.3-voip-profile.jpg]]

== Webphone ==
* Select Webphone from the upper right corner of the Call Portal
* This will open up a second window like the image below.
[[File:10-voip-webphone.jpg]]

=== Dial Out ===
* Clicking the keypad on the screen will open a dial pad to dial out
* A Microphone and Speakers are required to use the Webphone.
[[File:10.1-voip-webphone.jpg]]

=== Voicemail Tab ===
* The middle tab will allow you to see any voicemail messages
[[File:10.2-voip-webphone.jpg]]

=== Call History ===
* The last tab will show you your current call history
[[File:10.3-voip-webphone.jpg]]

[[Category: VoIP]]

XMission Voice Portal

2025-03-27T16:27:58Z

Danzmo: /* Import Contacts */

== Tutorial Video ==
* [https://www.youtube.com/watch?v=UmWxF7EDfxo Tutorial Video]

== Logging in ==

If you have not been given access to the Voice Portal please contact XMission Support to get your login provisioned. A valid Email Address is required to log in to our Voice Portal.

Visit [http://call.xmission.com call.xmission.com] to log into the voice portal

[[File:00-voip-login.jpg]]

Here you will log in with your phone number and the password you set up from your initial email.

== Home Tab ==
[[File:01-voip-home.jpg]]

* Navigation bar will appear on top with areas of interest
* The home screen shows you an over view of recent activity
* Recent voicemail will appear on top
* Recent call history will appear below any voicemail
* Answering rules will appear on the right

== Messages Tab ==
[[File:02-voip-messages.jpg]]

* Messages Tab will show you recent voicemail messages that you may have.
* You have the ability to change the type of message to display - New - Saved - Trash

[[File:02.5-voip-messages.jpg]]

=== Voicemail Settings ===
[[File:04-voip-enablevmail.jpg]]

==== Disable Voicemail ====
Here you can disable your voicemail by unchecking the Enable Voicemail option.

==== Greetings ====
* You can also update your Voicemail Greeting by selecting one from the drop down or recording a new one.
* You can also update your Recorded Name

==== Email Notifications ====
* You have the option to send email notifications by selecting the option you want from the drop down menu.

=== Access your Voicemail while away ===
Dial your phone number and press * then your pin

== Contacts Tab ==
[[File:05-voip-contacts.jpg]]

* This tab will show any contacts that you have setup or have received phone calls from and you have added to your contacts.
* To add a contact click the Add Contact Button

=== Add Contact ===
[[File:05.1-voip-contacts.jpg]]

* Click on Add Contact from the Contacts tab
* Here you can add a contact by filling out the form. First Name, Last Name, Work, Mobile, Home numbers and email.
* Click on Save when you are done.

=== Import Contacts ===
'' PLEASE NOTE: This feature is not available for XMission Residential Voice and Basic Business Voice Services. If this feature is needed for operation, please speak with an XMission Sales Agent about XMission Hosted Phone Services. ''

[[File:05.2-voip-contacts.jpg]]

* Click on Import from the Contacts tab
* Here you can browse your local machine for a Outlook CSV file, or Google or Apple vCards to import into your contact list.

=== Export Contacts ===
[[File:05.3-voip-contacts.jpg]]

* Click on Export from the Contacts tab
* Here you can export your contact as a Outlook CSV format, or Google or Apple vCards

== Answering Rules Tab ==
[[File:06-voip-ansrules.jpg]]

=== Adjust Ring Time ===
* Under the Answering Rules Tab you will see Ring for ? Seconds - You can adjust this to what ever fits your needs.
'''NOTE''' if you have disabled your voicemail and want your phone to ring enough times for your own voicemail to pick up. Make sure to adjust this to about 60 seconds. This will give the system enough time to ring for your voicemail to pickup.

=== Allow / Block Numbers ===
[[File:06.1-voip-ansrules.jpg]]

* Click on Allow / Block from the Answering Rules Tab
* The left side is for Allowed Numbers. Add a number then click the + sign to add a number to your allowed list
* The right side is for Blocked Numbers. Add a number then click the + sign to add a number to your blocked list.
* To automatically block Anonymous or unknown numbers place a check in the check box. Then click Done.

=== Add Rule ===
* After you have created a Time Frame, you can then add an Answering Rule.
* Click Add Rule from the Answering Rules Tab
* Select the Time Frame you created from the drop down.
'''NOTE''' If no items appear in the drop down menu then you have to create a Time Frame First. See the section below.
* Select Enable to enable this rule
* Chose the options you want for this rule
[[File:06.2-voip-ansrules.jpg]]

==== Do not disturb ====
* Following the above directions
* Check the box for Do not disturb
* Click Save when done.

==== Call Forwarding ====
* Following the above directions
* Choose your desired choice for your call Forwarding. Most common is Always.
* Then enter in the number you wish to forward you calls to. (It is required to include the 1 before the area code of the number you wish to forward to. IE 18019876543)
* Click Save when done.

== Time Frames Tab ==
[[File:07-voip-timeFrames.jpg]]

* This will display any answering rules you have set up.

=== Setting up a Time Frame ===
* Click Add Time Frame from the Time Frames Tab
* First you will need to give your Time Frame a name
* Next Select When:

==== Always ====
* This will perform your take all the time with no restrictions
* Click save when done
[[File:07.1-voip-timeFrames.jpg]]

==== Days of the week and times ====
* This will open up another window like below where you can select the days of the week and times.
[[File:07.2-voip-timeFrames.jpg]]

==== Specific Dates or Ranges ====
* This will allow you to select a specific date range to apply your call rules.
[[File:07.3-voip-timeFrames.jpg]]

== Call History Tab==
* The Call History Tab will show you all of your incoming and outgoing calls. Depending how busy you have been you may or may not see anything in here. However you can select the Filters button to adjust the date range.
[[File:08-voip-callHistory.jpg]]

=== Adjusting Call History Range ===
* Select Filters Button under the Call History Tab
* Select your From Date and your To Date - '''NOTE''' Limit is 30 days
* If you know the number you are looking for you can put that in the Dialed Number field.
* Call Type: Inbound, Outbound, Missed
[[File:08.1-voip-callHistory.jpg]]

== Profile ==
* In the upper right corner click on your name to edit your Profile Settings.
[[File:09-voip-profile.jpg]]

=== Update Name ===
* You are able to update you First and Last Name and your Timezone
* '''NOTE''' This does not affect your caller ID information
[[File:09.1-voip-profile.jpg]]

=== Update Password ===
* You are able to update your Password for logging into the control panel and also your email address. You can also add additional email addresses.
[[File:09.2-voip-profile.jpg]]

=== Update Pin ===
* Here you can set a new Pin for your voicemail
'''NOTE''' - your default pin is 1221

[[File:09.3-voip-profile.jpg]]

== Webphone ==
* Select Webphone from the upper right corner of the Call Portal
* This will open up a second window like the image below.
[[File:10-voip-webphone.jpg]]

=== Dial Out ===
* Clicking the keypad on the screen will open a dial pad to dial out
* A Microphone and Speakers are required to use the Webphone.
[[File:10.1-voip-webphone.jpg]]

=== Voicemail Tab ===
* The middle tab will allow you to see any voicemail messages
[[File:10.2-voip-webphone.jpg]]

=== Call History ===
* The last tab will show you your current call history
[[File:10.3-voip-webphone.jpg]]

[[Category: VoIP]]

XMission Voice

2025-01-10T17:35:06Z

Danzmo: /* XMission Voice Support */

__NOTOC__
== About XMission Voice ==

For fifteen years, Utah residents and businesses have trusted XMission
to provide them with the highest-quality Internet services available;
now, we feel privileged to offer you multi-featured, reliable phone
service paired with the friendly, responsive customer support you
deserve.

Unlike traditional phone companies, XMission has employees ready to
assist you 24/7 from our local, Salt Lake City office. Because we
thoroughly test all of our services--and use them ourselves--we know
that you will have a positive experience with XMission Voice. However,
if you do require help at any time, please feel free to contact our
technicians via phone, email, or chat. You won't wait on hold for
hours, and we won't leave your issue unresolved.

With XMission Voice, you receive the best features of traditional
phone service plus several exciting new features available only
through Voice over IP technology. You can access features by either
entering access codes using your touch-tone phone, or by accessing the VoIP Phone Features located inside our customer portal at [https://call.xmission.com https://call.xmission.com]

If you would like more information about XMission Voice, please contact our
Sales department at 801-539-0852, 1-877-XMISSION or use our
[https://livesupport.xmission.com Livesupport] chat. Sales is
available Monday-Friday between 9am and 5pm.

Please note: XMission Voice is not compatible with alarm systems. You will need to keep your POTS land line for alarm service, or contact your alarm provider to see if they can upgrade your system with newer wireless equipment. Also, we are unable to guarantee that XMission Voice service will work properly with any device which utilizes a modem for communication, such as set top boxes (Tivo, satellite receivers, etc), home security systems, medical alert and monitoring systems, TDD, and fax systems.

== XMission Voice Support ==
*[[XMission Voice Portal]] User Portal
*[[Voicemail]]
*[[XMission Mobile Voice]]
*[[XMission HostedPBX]] Business Hosted PBX
*[[XMission E-Fax Services]] Electronic Fax (E-Fax)
*[[Spam Calls]]
*[[XMission Voice Frequently Asked Questions]]
*[[Voice Troubleshooting]]
*[[Access Codes]] (VSC or Star Codes)
*[[International Calling And Rates]]
*[[Important Information Regarding 911 Calls]]
*[[Sonicwall Configuration for XMission Voice]] (HostedPBX Business customers only)

[[Category:VoIP]]

XMission E-Fax Services

2025-01-10T17:32:43Z

Danzmo: /* Send from Email */

The XMission E-Fax Solution is an add-on service that requires users to subscribe to additional paid services to access this feature.

Our E-Fax enables users to transmit faxes through the following channels:
* XMission’s online portal (https://call.xmission.com).
* E-mail services (e.g., Zimbra, Gmail, Outlook, Thunderbird, Mac Mail, etc.).

To incorporate E-Fax into your XMission Voice services, kindly contact our sales department for registration

== Send from Portal ==

To send a fax from the online portal, users will need to log into call.xm.

# Click on "Fax" Button.
# Click "Send Fax".
# Click "Browse" button and locate file from the local machine(Computer).
# Leave the CallerID dropdown alone. ''(Unless you have multiple Fax Number with XMission)''
# Type in the Phone Number for the destination.
# Check optional box "Add Cover Letter"
#: Using Cover Letter - Fill in all optional fields.
#; [[File:CallXM-FaxCover.png|600px]]
# Click "Send".

* You are able to add a SINGLE file only. So if you have to fax multiple pages, it will be required to scan or combine those pages into a single file.
* The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

== Send from Email ==

To authorize usage of XMission, please provide your email address. We can add up to three email addresses. If multiple users require access to sending faxes, we recommend creating an outgoing distribution list called fax@yourdomain.com.

To send faxes via Email:

# Open your email service
# Click to compose or start a new email
# The “To:” address should be formatted as follows: <phonenumber sending to>@fax.io. For example, 18019871234@fax.io.
# To include a cover letter, enter the “Fax Subject” in your email platform’s “Subject Box.” Any additional content for the cover letter should be typed into the email body..
#* If you do not wish to add a cover letter:
# Leave the "Subject Box" in your Email Platform blank.
# If the subject filed is left blank, any content entered into the email body will be treated as your fax document. Attachments will be ignored.
# To fax pre-paired documents, simply attach them to the email..

* The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

[[Category:Voice Troubleshooting]]
[[Category:VoIP]]

XMission E-Fax Services

2025-01-10T17:22:16Z

Danzmo:

XMission E-Fax Services

2025-01-10T17:08:28Z

Danzmo: Created page with "XMission E-Fax Solution is a add-on service and requires paid for services to have access to this service. Our E-Fax allows users to send faxes via: * XMission [https://cal..."

XMission E-Fax Solution is a add-on service and requires paid for services to have access to this service.

Our E-Fax allows users to send faxes via:
* XMission [https://call.xmission.com online portal].
* E-Mail Account services (IE: Zimbra, GMail, Outlook, Thunderbird, Mac Mail, etc).

If you wish to add E-Fax to your XMission Voice services, please contact our sales department to get registered.

== Send from Portal ==

To send a fax from the online portal, users will need to log into call.xm.

# Click on "Fax" Button.
# Click "Send Fax".
# Click "Browse" button and locate file from the local machine(Computer).
# Leave the CallerID dropdown alone. ''(Unless you have multiple Fax Number with XMission)''
# Type in the Phone Number for the destination.
# Check optional box "Add Cover Letter"
#: Using Cover Letter - Fill in all optional fields.
#; [[File:CallXM-FaxCover.png|600px]]
# Click "Send".

* You are able to add a SINGLE file only. So if you have to fax multiple pages, it will be required to scan or combine those pages into a single file.
* The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

== Send from Email ==

XMission will need to know your E-Mail Address to authorize usage. We can add up-to 3 email address' but recommend if multiple users need access to sending Fax to set up a outgoing distribution list called fax@yourdomain.com.

To send faxes via Email:

# Open your email service
# Click to compose or start a new email
# the TO: Address is as follows
#: <phonenumber sending to>@fax.io
#: Example: 18019871234@fax.io
#* To add a cover letter:
# Enter in the Fax Subject in your E-Mail Platform's "Subject Box".
# Any additional content for the cover letter you will type into the E-Mail Body
#* If you do not wish to add a cover letter:
# Leave the "Subject Box" in your Email Platform blank.
#* '''(IF the subject filed is left blank)''' anything entered into the E-Mail Body will be treated as your fax document. Attachments will be ignored.
#* If you wish to fax pre-paired documents, simply attach them to the email.

* The system will accept .pdf, .doc, .docx, .jpg, .png, .tif, .odt, .txt files ONLY.

File:CallXM-FaxCover.png

2025-01-10T16:58:49Z

Danzmo:

XMission HostedPBX

2023-08-11T15:09:43Z

Danzmo: /* PBX Star Codes */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|700px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|700px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|700px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|700px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 07<extension> || Dial 07101 || Directed Pickup, Picks up caller from ringing extension or park.
|-
| 08<extensoon> || Dial 08100 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

SIP ALG

2023-05-30T20:00:46Z

Danzmo: /* How to disable SIP ALG/HELPER? */

== XMission Voice and SIP ALG ==

Using XMission Voice on a different Internet service or through your own router can create quality issues with your voice services. This is often caused by a software protocol called SIP ALG or SIP HELPER depending on the equipment being used. XMission requires this build in protocol to be disabled in order to ensure service is properly working.

=== What is SIP ALG/HELPER? ===

This protocol assists with rewriting voice traffic to show that it is being NATed. In other words, instead of headers being sent the call is coming from an IP address of:

* 10.x.x.x
* 192.168.x.x
* 172.16.x.x

This shows the public IP address when the call is coming from the router's public IP address (IE: 166.70.x.x)

[[File:SIP-ALG-packets.png|600px]]

Using the image above, you can see how Internet traffic sends voice calls with and without SIP ALG/HELPER. The highlighted area is where the traffic gets changed.

=== Why SIP ALG/HELPER is not needed ===

Most voice providers (including XMission) have a public switch or server that is a go-between. In other words, the Telephone Adapters (TAs) or IP Phones that are provided by XMission connect to this switch prior to reaching the actual voice system to make and receive phone calls. Because we are configured for this, calls are by default tagged with a public IP address and do not require one from your equipment.

=== What happens with SIP ALG/HELPER? ===

Having SIP ALG enabled on your equipment can make it so the onsite equipment drops the registered device (TA) during the ringing process of phone calls. When this happens the following could be true:
* One-way audio: The caller not using XMission Voice can be heard, but the XMission Voice user cannot be heard.
* Outgoing calls fail: Calls get 404 or dead air when trying to dial out. Most calls don't even reach call.xmission.com call history.
* Incoming calls fail to ring: The signal to tell the handset to ring on incoming calls is blocked and callers end up going to voicemail.
* Device registration fails entirely.

=== How to disable SIP ALG/HELPER? ===

This protocol is typically found inside the web interface of your personal router/firewall under the advanced settings. It can often be found under:
* NAT forwarding
* QoS
* Security
* Firewall
* WAN settings

Please review the following to disable the protocol:

{| class="wikitable"
|-
|TP-Link Archer Routers (Archer Series):
# Log in to routers web interface (tplinkwiki.net)
# Click on Advanced
# Locate NAT Forwarding (or Firewall)
# ALG
# Uncheck "Enable SIP ALG"
# Save
|-
|Netgear Router (with Genie):
# Log in to router web interface (routerlogin.net)
# Click on Advanced
# Locate the Setup Menu
# Click WAN Settings (or Setup)
# Uncheck the "Enable SIP ALG"
# Save
|-
|Asus Routers (with ZenWiFi):
# Log in to routers web interface (router.asus.com)
# Click on WAN under Advanced Settings
# Click on NAT Passthrough Tab
# Select Disabled on SIP Passthrough
# Apply
|-
|Linksys/Cisco Routers (with Smart Wifi):
# Log in to router web interface (192.168.0.1 unless otherwise LAN IP has been changed)
# Click on Administration
# Under the Management Tab
# Select the Disabled button
# Save
|-
|}

* For unlisted routers, please contact XMission Support for additional help.

Voice Troubleshooting

2023-05-30T19:49:50Z

Danzmo: /* XMission Voice with your Personal Router */

== XMission Voice Troublesooting and Help ==

Here you will find some common answers for troubleshooting or using your XMission Voice service. If you have gone through all of the troubleshooting steps and still find that you are having issues, or your issue is not covered in this section, please contact our 24 hour Technical Support department. If at all possible, please contact Technical Support on a separate line such as a cell phone, with a phone plugged into the telephone adapter nearby. Before calling Technical Support, please try a "powercycle" by unplugging the black power cable from the back of the telephone adapter, and leaving it unplugged for exactly 1 minute.

''My service was just installed, or I've connected my telephone adapter for the first time. I have no dial tone, and calls to my XMission Voice number go straight to voicemail''

Check the lights on the front of your telephone adapter. The POWER, and PHONE 1 (and PHONE 2 if you have 2 lines) lights should be lit up green and the ETHERNET light should be blinking. If none of the lights are lit up, make sure the power cable is plugged in securely to the back of the telephone adapter. If ETHERNET is not blinking, but the POWER light is blinking, check to see if the ethernet cable between the telephone adapter, the UTOPIA access portal (for UTOPIA customers) or your router/switch (DSL customers) is secure. Try using a different cable if you're able to.

For DSL customers: Check to see if you have internet access by trying to visit any webpage on a computer plugged into your modem, or check the DSL light on your modem to see if it is blinking (indicating no valid DSL signal from CenturyLink).

''I can make calls from my XMission Voice line just fine, but when people try to call me, all they get is a busy signal''

You may have accidentally enabled the DND (Do Not Disturb) feature on your line. Try dialing *79 on your phone.

Call forwarding may have been enabled but going to a line which is busy. Try disabling call forwarding by dialing *73

The telephone adapter you are using may be an older model which may be causing the problem. If the adapter says Handytone 286 on it, please contact XMission Support to have the telephone adapter replaced for free.

''I notice that calls are noisy, scratchy and generally of low quality (Or callers tell me that my voice sounds far away, scratchy or noisy)''

Please take a single corded phone over to the telephone adapter, and plug it into the PHONE 1 port on the back of the unit, and try your call again. If you find that the call issues have gone away, then the home phone wiring may be to blame (for UTOPIA customers) or the cordless phone you were using is experiencing interference.

For DSL customers: Try stopping all internet activity and then try your call again. If the quality improves, you may need to contact XMission Technical Support so that we may walk you through enabling QOS on your DSL modem, which will prioritize voice data over other types of data.

''I've used the call forwarding, call blocking, or other star code feature with providers in the past, but when I use call forwarding with XMission Voice, I do not hear a dial tone after entering the option to confirm that the option has been enabled.''

This is normal. You will not hear a confirmation tone, but after about 30 seconds or so, you should hear a busy signal.

''I'm trying to use 2 different star codes at once (such as caller ID blocking, and call waiting disable) but all I get is a busy tone after I start to dial the second star code''

You cannot stack star codes on top of each other using the phone. However, these features can be enabled all at once using the phone options portal through your computer's web browser.

''How can I check my voicemail when I'm away from home?''

The easiest way would be to use http://voice.xmission.com . You can access that address and your voice mail as well as your phone options from any internet connected computer in the world. Alternately, you can dial your XMission Voice phone number, and press star (*) when you hear your voicemail greeting.

''My CALLER ID display shows the phone number of the person who is calling, but is showing UNKNOWN as their name, or My CALLER ID display is showing the wrong date/time.''

Contact XMission Technical support to fix this issue.

''I use my own answering device for voice messages. How can I turn off the XMission Voicemail forwarding?''

If you have the voice portal enabled, you can do this from the phone options, forwarding options. If you do not have the voice portal enabled, please contact XMission Technical Support and we can disable the voice mail forwarding for you.

''I want my phone to ring more than 4 times before the call goes to voicemail.''

If you have the voice portal enabled, you can extend the amount of time it takes before a call is forwarded to voice mail. This length is not measured in number of rings, but in seconds (Default is 22 seconds, which equals 4 rings) and you can set a max time of 60 seconds. If you do not have the voice portal enabled, please contact XMission Technical Support and we can set the forward time for you.

''I am having trouble sending or receiving faxes, or establishing a data connection using a dial up modem.''

XMission Voice does not officially support faxing or other data transmission over VoIP. There are many limitations which will not allow us to guarantee that these services will work properly with XMission Voice. However, we can make changes in your telephone adapter that may allow you to send and receive faxes easier. You will also want to consult your fax machine's instruction manual to determine how to lower the connection speed of your fax machine to 9600 baud or slower.

If customers do require the ability to fax, we recommend that they purchase a different telephone adapter (Sipura SPA-2100) which supports the t.38 faxing codec. XMission Voice does not provide this adapter and it will have to be purchased separately. Even with this adapter, we are still unable to guarantee 100% fax compatibility.

XMission Voice does not support and cannot guarantee compatibility with devices which use a modem to communicate. This includes dial up modems, set top boxes (such as Tivo, Satellite receives and such) or any other modem device.

== XMission Voice with your Personal Router ==

XMission Voice is sold to be used on XMission Internet, however it can used on non-XMission (mostly for business services) connections and through your personal equipment. However most consumer based routers have a protocol called SIP ALG in place that can cause issues with your voice service. If you are having issues with:
* One way audio
* Device registration
* Call Quality issues
Please review our documentation on what SIP ALG is and how to disable it.

* [https://wiki.xmission.com/SIP_ALG Disable SIP ALG]

== XMission Voice over DSL specific issues ==
These are issues which will only affect XMission Voice customers who are receiving the service over their DSL modem

''How can I plug multiple phones into the telephone adapter?''

At this time, XMission can only support a single phone plugged into the telephone adapter's PHONE 1 port, or one phone plugged into PHONE 1 and one phone plugged into PHONE 2 for 2 phone numbers. We recommend purchasing a cordless phone basestation which has the ability to expand up to several cordless handsets.

''My DSL modem only has one ethernet port on it which is already being used by my computer''

You will need to purchase an ethernet switch which will allow you to plug multiple devices into your DSL modem.

== XMission Voice Portal ==
For issues regarding the voice portal and accessing your phone options. You can access these features at http://voice.xmission.com

''I've tried to access voice.xmission.com but it's telling me that my PIN code is invalid, or is saying that I need to change my pin code''

Please pick up your XMission Voice line and dial *98, followed by option 0, and then option 5, to change your voicemail PIN code. For security reasons, we do not allow access to voice.xmission.com using the default pin code.

''Where is the play button? How do I listen to my voice mail?''

Simply click on the CALLER ID info of the call you wish to listen to. Playback should begin immediately, and you will also be presented with a bar below the CALLER ID info and a timer to the right which indicates which part of the message you're listening to. TO pause, click on the CALLER ID info again.

''I cannot listen to my voicemail when I click on the text. All I get is a dialog which wants me to download a file''

The security software on your computer is blocking flash from playing within web pages. Try disabling the software or allowing voice.xmission.com on the security software.

You may have a flash blocker enabled on your web browser. Try disabling it for voice.xmission.com or allowing voice.xmission.com for that plugin.

You may not have the flash plugin installed for your web browser. Visit http://get.adobe.com/flashplayer to download the plugin for your browser.

You may be using an older browser which does not support flash or the code for the voice portal. We recommend the latest version of [http://www.getfirefox.com Mozlla Firefox] or [http://www.google.com/chrome Google Chrome]

''Can I download my voice mail?''

Yes! Simply right click on the CALLER ID text, and select the Save Link As or Save File As or Save Location As (this option may be different depending on your browser). You should be presented with a dialog which allows you to specify the location where you wish to save the file. Clicking on Save will begin the download.

''Can I have my voice messages emailed to me?''

Yes! Under the voice portal, in Voicemail Options, make sure that the email address where you wish to receive these voice messages sent to is entered in that field, and then under Attach Audio, select Yes. Please note that these emails will take up much more space in your mailbox than a normal email would. You will want to check with your email provider to see how much email storage space you have available to you, and check your email to clear out messages so that you do not go over your storage quota.

''After listening to a message in the voice portal, I still get the dial tone on my XMission Voice phone which indicates that I still have new messages.''

When you listen to messages in the voice portal, the messages are not marked as listened to.

''I looked in the Call Log, but I don't see every call that's made from my XMission Voice number''

The Call Log only logs calls which have gone to your voicemail either directly or after ringing several times.

[[Category:VoIP]]

Voice Troubleshooting

2023-05-30T19:36:16Z

Danzmo: /* XMission Voice Troublesooting and Help */

== XMission Voice Troublesooting and Help ==

Here you will find some common answers for troubleshooting or using your XMission Voice service. If you have gone through all of the troubleshooting steps and still find that you are having issues, or your issue is not covered in this section, please contact our 24 hour Technical Support department. If at all possible, please contact Technical Support on a separate line such as a cell phone, with a phone plugged into the telephone adapter nearby. Before calling Technical Support, please try a "powercycle" by unplugging the black power cable from the back of the telephone adapter, and leaving it unplugged for exactly 1 minute.

''My service was just installed, or I've connected my telephone adapter for the first time. I have no dial tone, and calls to my XMission Voice number go straight to voicemail''

Check the lights on the front of your telephone adapter. The POWER, and PHONE 1 (and PHONE 2 if you have 2 lines) lights should be lit up green and the ETHERNET light should be blinking. If none of the lights are lit up, make sure the power cable is plugged in securely to the back of the telephone adapter. If ETHERNET is not blinking, but the POWER light is blinking, check to see if the ethernet cable between the telephone adapter, the UTOPIA access portal (for UTOPIA customers) or your router/switch (DSL customers) is secure. Try using a different cable if you're able to.

For DSL customers: Check to see if you have internet access by trying to visit any webpage on a computer plugged into your modem, or check the DSL light on your modem to see if it is blinking (indicating no valid DSL signal from CenturyLink).

''I can make calls from my XMission Voice line just fine, but when people try to call me, all they get is a busy signal''

You may have accidentally enabled the DND (Do Not Disturb) feature on your line. Try dialing *79 on your phone.

Call forwarding may have been enabled but going to a line which is busy. Try disabling call forwarding by dialing *73

The telephone adapter you are using may be an older model which may be causing the problem. If the adapter says Handytone 286 on it, please contact XMission Support to have the telephone adapter replaced for free.

''I notice that calls are noisy, scratchy and generally of low quality (Or callers tell me that my voice sounds far away, scratchy or noisy)''

Please take a single corded phone over to the telephone adapter, and plug it into the PHONE 1 port on the back of the unit, and try your call again. If you find that the call issues have gone away, then the home phone wiring may be to blame (for UTOPIA customers) or the cordless phone you were using is experiencing interference.

For DSL customers: Try stopping all internet activity and then try your call again. If the quality improves, you may need to contact XMission Technical Support so that we may walk you through enabling QOS on your DSL modem, which will prioritize voice data over other types of data.

''I've used the call forwarding, call blocking, or other star code feature with providers in the past, but when I use call forwarding with XMission Voice, I do not hear a dial tone after entering the option to confirm that the option has been enabled.''

This is normal. You will not hear a confirmation tone, but after about 30 seconds or so, you should hear a busy signal.

''I'm trying to use 2 different star codes at once (such as caller ID blocking, and call waiting disable) but all I get is a busy tone after I start to dial the second star code''

You cannot stack star codes on top of each other using the phone. However, these features can be enabled all at once using the phone options portal through your computer's web browser.

''How can I check my voicemail when I'm away from home?''

The easiest way would be to use http://voice.xmission.com . You can access that address and your voice mail as well as your phone options from any internet connected computer in the world. Alternately, you can dial your XMission Voice phone number, and press star (*) when you hear your voicemail greeting.

''My CALLER ID display shows the phone number of the person who is calling, but is showing UNKNOWN as their name, or My CALLER ID display is showing the wrong date/time.''

Contact XMission Technical support to fix this issue.

''I use my own answering device for voice messages. How can I turn off the XMission Voicemail forwarding?''

If you have the voice portal enabled, you can do this from the phone options, forwarding options. If you do not have the voice portal enabled, please contact XMission Technical Support and we can disable the voice mail forwarding for you.

''I want my phone to ring more than 4 times before the call goes to voicemail.''

If you have the voice portal enabled, you can extend the amount of time it takes before a call is forwarded to voice mail. This length is not measured in number of rings, but in seconds (Default is 22 seconds, which equals 4 rings) and you can set a max time of 60 seconds. If you do not have the voice portal enabled, please contact XMission Technical Support and we can set the forward time for you.

''I am having trouble sending or receiving faxes, or establishing a data connection using a dial up modem.''

XMission Voice does not officially support faxing or other data transmission over VoIP. There are many limitations which will not allow us to guarantee that these services will work properly with XMission Voice. However, we can make changes in your telephone adapter that may allow you to send and receive faxes easier. You will also want to consult your fax machine's instruction manual to determine how to lower the connection speed of your fax machine to 9600 baud or slower.

If customers do require the ability to fax, we recommend that they purchase a different telephone adapter (Sipura SPA-2100) which supports the t.38 faxing codec. XMission Voice does not provide this adapter and it will have to be purchased separately. Even with this adapter, we are still unable to guarantee 100% fax compatibility.

XMission Voice does not support and cannot guarantee compatibility with devices which use a modem to communicate. This includes dial up modems, set top boxes (such as Tivo, Satellite receives and such) or any other modem device.

== XMission Voice with your Personal Router ==

XMission Voice is able to be used on non-XMission connections and through your personal equipment. However most consumer based routers have a protocol called SIP ALG in place that can cause issues with your voice service. If you are having issues with:
* One way audio
* Device registration
* Call Quality issues
Please review our documentation on what SIP ALG is and how to disable it.

* [https://wiki.xmission.com/SIP_ALG Disable SIP ALG]

== XMission Voice over DSL specific issues ==
These are issues which will only affect XMission Voice customers who are receiving the service over their DSL modem

''How can I plug multiple phones into the telephone adapter?''

At this time, XMission can only support a single phone plugged into the telephone adapter's PHONE 1 port, or one phone plugged into PHONE 1 and one phone plugged into PHONE 2 for 2 phone numbers. We recommend purchasing a cordless phone basestation which has the ability to expand up to several cordless handsets.

''My DSL modem only has one ethernet port on it which is already being used by my computer''

You will need to purchase an ethernet switch which will allow you to plug multiple devices into your DSL modem.

== XMission Voice Portal ==
For issues regarding the voice portal and accessing your phone options. You can access these features at http://voice.xmission.com

''I've tried to access voice.xmission.com but it's telling me that my PIN code is invalid, or is saying that I need to change my pin code''

Please pick up your XMission Voice line and dial *98, followed by option 0, and then option 5, to change your voicemail PIN code. For security reasons, we do not allow access to voice.xmission.com using the default pin code.

''Where is the play button? How do I listen to my voice mail?''

Simply click on the CALLER ID info of the call you wish to listen to. Playback should begin immediately, and you will also be presented with a bar below the CALLER ID info and a timer to the right which indicates which part of the message you're listening to. TO pause, click on the CALLER ID info again.

''I cannot listen to my voicemail when I click on the text. All I get is a dialog which wants me to download a file''

The security software on your computer is blocking flash from playing within web pages. Try disabling the software or allowing voice.xmission.com on the security software.

You may have a flash blocker enabled on your web browser. Try disabling it for voice.xmission.com or allowing voice.xmission.com for that plugin.

You may not have the flash plugin installed for your web browser. Visit http://get.adobe.com/flashplayer to download the plugin for your browser.

You may be using an older browser which does not support flash or the code for the voice portal. We recommend the latest version of [http://www.getfirefox.com Mozlla Firefox] or [http://www.google.com/chrome Google Chrome]

''Can I download my voice mail?''

Yes! Simply right click on the CALLER ID text, and select the Save Link As or Save File As or Save Location As (this option may be different depending on your browser). You should be presented with a dialog which allows you to specify the location where you wish to save the file. Clicking on Save will begin the download.

''Can I have my voice messages emailed to me?''

Yes! Under the voice portal, in Voicemail Options, make sure that the email address where you wish to receive these voice messages sent to is entered in that field, and then under Attach Audio, select Yes. Please note that these emails will take up much more space in your mailbox than a normal email would. You will want to check with your email provider to see how much email storage space you have available to you, and check your email to clear out messages so that you do not go over your storage quota.

''After listening to a message in the voice portal, I still get the dial tone on my XMission Voice phone which indicates that I still have new messages.''

When you listen to messages in the voice portal, the messages are not marked as listened to.

''I looked in the Call Log, but I don't see every call that's made from my XMission Voice number''

The Call Log only logs calls which have gone to your voicemail either directly or after ringing several times.

[[Category:VoIP]]

SIP ALG

2023-05-30T19:32:55Z

Danzmo: Created page with "== XMission Voice and SIP ALG == Using XMission Voice on a different Internet service or through your own router can create quality issues with your voice services. This is o..."

== XMission Voice and SIP ALG ==

Using XMission Voice on a different Internet service or through your own router can create quality issues with your voice services. This is often caused by a software protocol called SIP ALG or SIP HELPER depending on the equipment being used. XMission requires this build in protocol to be disabled in order to ensure service is properly working.

=== What is SIP ALG/HELPER? ===

This protocol assists with rewriting voice traffic to show that it is being NATed. In other words, instead of headers being sent the call is coming from an IP address of:

* 10.x.x.x
* 192.168.x.x
* 172.16.x.x

This shows the public IP address when the call is coming from the router's public IP address (IE: 166.70.x.x)

[[File:SIP-ALG-packets.png|600px]]

Using the image above, you can see how Internet traffic sends voice calls with and without SIP ALG/HELPER. The highlighted area is where the traffic gets changed.

=== Why SIP ALG/HELPER is not needed ===

Most voice providers (including XMission) have a public switch or server that is a go-between. In other words, the Telephone Adapters (TAs) or IP Phones that are provided by XMission connect to this switch prior to reaching the actual voice system to make and receive phone calls. Because we are configured for this, calls are by default tagged with a public IP address and do not require one from your equipment.

=== What happens with SIP ALG/HELPER? ===

Having SIP ALG enabled on your equipment can make it so the onsite equipment drops the registered device (TA) during the ringing process of phone calls. When this happens the following could be true:
* One-way audio: The caller not using XMission Voice can be heard, but the XMission Voice user cannot be heard.
* Outgoing calls fail: Calls get 404 or dead air when trying to dial out. Most calls don't even reach call.xmission.com call history.
* Incoming calls fail to ring: The signal to tell the handset to ring on incoming calls is blocked and callers end up going to voicemail.
* Device registration fails entirely.

=== How to disable SIP ALG/HELPER? ===

This protocol is typically found inside the web interface of your personal router/firewall under the advanced settings. It can often be found under:
* NAT forwarding
* QoS
* Security
* Firewall
* WAN settings

Please review the following to disable the protocol:

{| class="wikitable"
|-
|TP-Link Archer Routers:
# Log in to routers web interface (tplinkwiki.net)
# Click on Advanced
# Locate NAT Forwarding (or Firewall)
# ALG
# Uncheck "Enable SIP ALG"
# Save
|-
|Netgear Router (with Genie)
# Log in to router web interface (routerlogin.net)
# Click on Advanced
# Locate the Setup Menu
# Click WAN Settings (or Setup)
# Uncheck the "Enable SIP ALG"
# Save
|-
|Asus Routers:
# Log in to routers web interface (router.asus.com)
# Click on WAN under Advanced Settings
# Click on NAT Passthrough Tab
# Select Disabled on SIP Passthrough
# Apply
|-
|Linksys/Cisco Routers:
# Log in to router web interface (192.168.0.1 unless otherwise LAN IP has been changed)
# Click on Administration
# Under the Management Tab
# Select the Disabled button
# Save
|-
|}

* For unlisted routers, please contact XMission Support for additional help.

File:SIP-ALG-packets.png

2023-05-30T19:32:18Z

Danzmo:

XMission HostedPBX

2023-01-03T21:49:38Z

Danzmo: /* PBX Star Codes */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|700px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|700px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|700px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|700px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 07<extension> || Dial 07101 || Directed Pickup, Picks up caller from ringing extension or park.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission Voice

2022-08-18T15:49:35Z

Danzmo: /* XMission Voice Support */

__NOTOC__
== About XMission Voice ==

For fifteen years, Utah residents and businesses have trusted XMission
to provide them with the highest-quality Internet services available;
now, we feel privileged to offer you multi-featured, reliable phone
service paired with the friendly, responsive customer support you
deserve.

Unlike traditional phone companies, XMission has employees ready to
assist you 24/7 from our local, Salt Lake City office. Because we
thoroughly test all of our services--and use them ourselves--we know
that you will have a positive experience with XMission Voice. However,
if you do require help at any time, please feel free to contact our
technicians via phone, email, or chat. You won't wait on hold for
hours, and we won't leave your issue unresolved.

With XMission Voice, you receive the best features of traditional
phone service plus several exciting new features available only
through Voice over IP technology. You can access features by either
entering access codes using your touch-tone phone, or by accessing the VoIP Phone Features located inside our customer portal at [https://call.xmission.com https://call.xmission.com]

If you would like more information about XMission Voice, please contact our
Sales department at 801-539-0852, 1-877-XMISSION or use our
[https://livesupport.xmission.com Livesupport] chat. Sales is
available Monday-Friday between 9am and 5pm.

Please note: XMission Voice is not compatible with alarm systems. You will need to keep your POTS land line for alarm service, or contact your alarm provider to see if they can upgrade your system with newer wireless equipment. Also, we are unable to guarantee that XMission Voice service will work properly with any device which utilizes a modem for communication, such as set top boxes (Tivo, satellite receivers, etc), home security systems, medical alert and monitoring systems, TDD, and fax systems.

== XMission Voice Support ==
*[[XMission Voice Portal]] User Portal
*[[Voicemail]]
*[[XMission Mobile Voice]]
*[[XMission HostedPBX]] Business Hosted PBX
*[[Spam Calls]]
*[[XMission Voice Frequently Asked Questions]]
*[[Voice Troubleshooting]]
*[[Access Codes]] (VSC or Star Codes)
*[[International Calling And Rates]]
*[[Important Information Regarding 911 Calls]]
*[[Sonicwall Configuration for XMission Voice]] (HostedPBX Business customers only)

[[Category:VoIP]]

Sonicwall Configuration for XMission Voice

2022-08-17T15:36:58Z

Danzmo: /* Create Address Group for Voice Services */

If you have a Sonicwall and are using XMission Business or HostedPBX Voice Service you may come into issues such as:

* Registration failure
* Slow to dial out
* Non-clear HD Voice quality
* and more.

We suggest that the following settings are set up in the Sonicwall Device.

''NOTE: depending on the model and firmware, the images may not match.''

== Consistent NAT ==

# Click on VoIP
# Click on Settings
# Select the checkbox for Enable consistent NAT
# Every other checkbox on this page should be unchecked
#: [[File:Consistent_Nat.png|600px]]
# Click Accept

== Advanced Firewall Settings ==

# Click on Firewall Settings
# Click on Advanced
# Select the check boxes for Enable Stealth Mode and Randomize IP ID
#: [[File:Advanced_Firewall.png]]
# Click Accept

== Create Custom VoIP Services ==
# Under Network > Services click Add...
# Fill the popup as follows:
#:* Name: VoIP RTP
#:* Protocol: UDP
#:* Port Range: 3000 - 65000
#:* Sub Type: None
# Click Add
#: [[File:Custom_Voip.png|400px]]
# Click on Service Groups > Add Group...
# Name: VOIP Services
# Add the following services to the right box
#:* SIP
#:* VoIP RTP
#:* Click Add
#: [[File:Custom_Voip(2).png|400px]]

== Create LAN > WAN Rule for Services ==
# Navigate to Firewall > Access Rules
# Click on Matrix
# Click on the arrow under LAN > WAN
# Click on Add...
#:* Source Port: Any
#:* Service: VOIP Services
#:* Source: Any
#:* Destination: Any
#:* Users Included: All
#:* Users Excluded: None
#:* Schedule: Always On
#:* Comment: QoS for VoIP Phones
#:* Enable Logging: True
#:* Allow Fragmented Packets: True
#: [[File:Lan_Wan_Rule.png|600px]]
# Click on the Advanced tab
#:* UDP Connection Inactivity Timeout (seconds): 90
# [[File:Lan_Wan_Rule(2).png|600px]]

== Create Address Group for Voice Services ==
# Click Firewall > Address Objects > Add
# Fill out the following:
#:* Name: Name of the Assignment
#:* Zone Assignment: WAN
#:* Type: Host
#:* IP Address:
#::: (SLC) SUMOFIBER colocation: 198.91.51.90
#::: (SLC) XMISSION colocation: 208.83.224.245
#::: (LAS) SWITCH colocation: 162.252.224.11
# Add each IP Address for Voice Services as an Address Object
#: [[File:Address_Group.png|400px]]
# Create an Address Group and add the address objects that were created
#:* Name: Voice Services

== Excluding Voice Services IPs under Security Services (if applicable) ==
# Click Security Services
# Check each Service and see if it is enabled
# If so, you need to enable the Exclusion List on each service and set it to Voice Services
# Example: Content Filter
:# [[File:Exclude_Services.png]]
# Once you exclude it, click Accept

Sonicwall Configuration for XMission Voice

2022-08-17T15:36:09Z

Danzmo: /* Create LAN > WAN Rule for Services */

If you have a Sonicwall and are using XMission Business or HostedPBX Voice Service you may come into issues such as:

* Registration failure
* Slow to dial out
* Non-clear HD Voice quality
* and more.

We suggest that the following settings are set up in the Sonicwall Device.

''NOTE: depending on the model and firmware, the images may not match.''

== Consistent NAT ==

# Click on VoIP
# Click on Settings
# Select the checkbox for Enable consistent NAT
# Every other checkbox on this page should be unchecked
#: [[File:Consistent_Nat.png|600px]]
# Click Accept

== Advanced Firewall Settings ==

# Click on Firewall Settings
# Click on Advanced
# Select the check boxes for Enable Stealth Mode and Randomize IP ID
#: [[File:Advanced_Firewall.png]]
# Click Accept

== Create Custom VoIP Services ==
# Under Network > Services click Add...
# Fill the popup as follows:
#:* Name: VoIP RTP
#:* Protocol: UDP
#:* Port Range: 3000 - 65000
#:* Sub Type: None
# Click Add
#: [[File:Custom_Voip.png|400px]]
# Click on Service Groups > Add Group...
# Name: VOIP Services
# Add the following services to the right box
#:* SIP
#:* VoIP RTP
#:* Click Add
#: [[File:Custom_Voip(2).png|400px]]

== Create LAN > WAN Rule for Services ==
# Navigate to Firewall > Access Rules
# Click on Matrix
# Click on the arrow under LAN > WAN
# Click on Add...
#:* Source Port: Any
#:* Service: VOIP Services
#:* Source: Any
#:* Destination: Any
#:* Users Included: All
#:* Users Excluded: None
#:* Schedule: Always On
#:* Comment: QoS for VoIP Phones
#:* Enable Logging: True
#:* Allow Fragmented Packets: True
#: [[File:Lan_Wan_Rule.png|600px]]
# Click on the Advanced tab
#:* UDP Connection Inactivity Timeout (seconds): 90
# [[File:Lan_Wan_Rule(2).png|600px]]

== Create Address Group for Voice Services ==
# Click Firewall > Address Objects > Add
# Fill out the following:
:* Name: Name of the Assignment
:* Zone Assignment: WAN
:* Type: Host
:* IP Address:
::(SLC) SUMOFIBER colocation: 198.91.51.90
::(SLC) XMISSION colocation: 208.83.224.245
::(LAS) SWITCH colocation: 162.252.224.11
# Add each IP Address for Voice Services as an Address Object
:# [[File:Address_Group.png]]
# Create an Address Group and add the address objects that were created
:* Name: Voice Services

== Excluding Voice Services IPs under Security Services (if applicable) ==
# Click Security Services
# Check each Service and see if it is enabled
# If so, you need to enable the Exclusion List on each service and set it to Voice Services
# Example: Content Filter
:# [[File:Exclude_Services.png]]
# Once you exclude it, click Accept

Sonicwall Configuration for XMission Voice

2022-08-17T15:35:14Z

Danzmo: /* Create Custom VoIP Services */

If you have a Sonicwall and are using XMission Business or HostedPBX Voice Service you may come into issues such as:

* Registration failure
* Slow to dial out
* Non-clear HD Voice quality
* and more.

We suggest that the following settings are set up in the Sonicwall Device.

''NOTE: depending on the model and firmware, the images may not match.''

== Consistent NAT ==

# Click on VoIP
# Click on Settings
# Select the checkbox for Enable consistent NAT
# Every other checkbox on this page should be unchecked
#: [[File:Consistent_Nat.png|600px]]
# Click Accept

== Advanced Firewall Settings ==

# Click on Firewall Settings
# Click on Advanced
# Select the check boxes for Enable Stealth Mode and Randomize IP ID
#: [[File:Advanced_Firewall.png]]
# Click Accept

== Create Custom VoIP Services ==
# Under Network > Services click Add...
# Fill the popup as follows:
#:* Name: VoIP RTP
#:* Protocol: UDP
#:* Port Range: 3000 - 65000
#:* Sub Type: None
# Click Add
#: [[File:Custom_Voip.png|400px]]
# Click on Service Groups > Add Group...
# Name: VOIP Services
# Add the following services to the right box
#:* SIP
#:* VoIP RTP
#:* Click Add
#: [[File:Custom_Voip(2).png|400px]]

== Create LAN > WAN Rule for Services ==
# Navigate to Firewall > Access Rules
# Click on Matrix
# Click on the arrow under LAN > WAN
# Click on Add...
:* Source Port: Any
:* Service: VOIP Services
:* Source: Any
:* Destination: Any
:* Users Included: All
:* Users Excluded: None
:* Schedule: Always On
:* Comment: QoS for VoIP Phones
:* Enable Logging: True
:* Allow Fragmented Packets: True
:# [[File:Lan_Wan_Rule.png]]
# Click on the Advanced tab
:* UDP Connection Inactivity Timeout (seconds): 90
[[File:Lan_Wan_Rule(2).png]]

== Create Address Group for Voice Services ==
# Click Firewall > Address Objects > Add
# Fill out the following:
:* Name: Name of the Assignment
:* Zone Assignment: WAN
:* Type: Host
:* IP Address:
::(SLC) SUMOFIBER colocation: 198.91.51.90
::(SLC) XMISSION colocation: 208.83.224.245
::(LAS) SWITCH colocation: 162.252.224.11
# Add each IP Address for Voice Services as an Address Object
:# [[File:Address_Group.png]]
# Create an Address Group and add the address objects that were created
:* Name: Voice Services

== Excluding Voice Services IPs under Security Services (if applicable) ==
# Click Security Services
# Check each Service and see if it is enabled
# If so, you need to enable the Exclusion List on each service and set it to Voice Services
# Example: Content Filter
:# [[File:Exclude_Services.png]]
# Once you exclude it, click Accept

Sonicwall Configuration for XMission Voice

2022-08-17T15:34:29Z

Danzmo: /* Advanced Firewall Settings */

If you have a Sonicwall and are using XMission Business or HostedPBX Voice Service you may come into issues such as:

* Registration failure
* Slow to dial out
* Non-clear HD Voice quality
* and more.

We suggest that the following settings are set up in the Sonicwall Device.

''NOTE: depending on the model and firmware, the images may not match.''

== Consistent NAT ==

# Click on VoIP
# Click on Settings
# Select the checkbox for Enable consistent NAT
# Every other checkbox on this page should be unchecked
#: [[File:Consistent_Nat.png|600px]]
# Click Accept

== Advanced Firewall Settings ==

# Click on Firewall Settings
# Click on Advanced
# Select the check boxes for Enable Stealth Mode and Randomize IP ID
#: [[File:Advanced_Firewall.png]]
# Click Accept

== Create Custom VoIP Services ==
# Under Network > Services click Add...
# Fill the popup as follows:
:* Name: VoIP RTP
:* Protocol: UDP
:* Port Range: 3000 - 65000
:* Sub Type: None
# Click Add
:# [[File:Custom_Voip.png]]
# Click on Service Groups > Add Group...
# Name: VOIP Services
# Add the following services to the right box
:* SIP
:* VoIP RTP
:* Click Add
[[File:Custom_Voip(2).png]]

== Create LAN > WAN Rule for Services ==
# Navigate to Firewall > Access Rules
# Click on Matrix
# Click on the arrow under LAN > WAN
# Click on Add...
:* Source Port: Any
:* Service: VOIP Services
:* Source: Any
:* Destination: Any
:* Users Included: All
:* Users Excluded: None
:* Schedule: Always On
:* Comment: QoS for VoIP Phones
:* Enable Logging: True
:* Allow Fragmented Packets: True
:# [[File:Lan_Wan_Rule.png]]
# Click on the Advanced tab
:* UDP Connection Inactivity Timeout (seconds): 90
[[File:Lan_Wan_Rule(2).png]]

== Create Address Group for Voice Services ==
# Click Firewall > Address Objects > Add
# Fill out the following:
:* Name: Name of the Assignment
:* Zone Assignment: WAN
:* Type: Host
:* IP Address:
::(SLC) SUMOFIBER colocation: 198.91.51.90
::(SLC) XMISSION colocation: 208.83.224.245
::(LAS) SWITCH colocation: 162.252.224.11
# Add each IP Address for Voice Services as an Address Object
:# [[File:Address_Group.png]]
# Create an Address Group and add the address objects that were created
:* Name: Voice Services

== Excluding Voice Services IPs under Security Services (if applicable) ==
# Click Security Services
# Check each Service and see if it is enabled
# If so, you need to enable the Exclusion List on each service and set it to Voice Services
# Example: Content Filter
:# [[File:Exclude_Services.png]]
# Once you exclude it, click Accept

Sonicwall Configuration for XMission Voice

2022-08-17T15:34:16Z

Danzmo: /* Advanced Firewall Settings */

If you have a Sonicwall and are using XMission Business or HostedPBX Voice Service you may come into issues such as:

* Registration failure
* Slow to dial out
* Non-clear HD Voice quality
* and more.

We suggest that the following settings are set up in the Sonicwall Device.

''NOTE: depending on the model and firmware, the images may not match.''

== Consistent NAT ==

# Click on VoIP
# Click on Settings
# Select the checkbox for Enable consistent NAT
# Every other checkbox on this page should be unchecked
#: [[File:Consistent_Nat.png|600px]]
# Click Accept

== Advanced Firewall Settings ==

# Click on Firewall Settings
# Click on Advanced
# Select the check boxes for Enable Stealth Mode and Randomize IP ID
#: [[File:Advanced_Firewall.png|600px]]
# Click Accept

== Create Custom VoIP Services ==
# Under Network > Services click Add...
# Fill the popup as follows:
:* Name: VoIP RTP
:* Protocol: UDP
:* Port Range: 3000 - 65000
:* Sub Type: None
# Click Add
:# [[File:Custom_Voip.png]]
# Click on Service Groups > Add Group...
# Name: VOIP Services
# Add the following services to the right box
:* SIP
:* VoIP RTP
:* Click Add
[[File:Custom_Voip(2).png]]

== Create LAN > WAN Rule for Services ==
# Navigate to Firewall > Access Rules
# Click on Matrix
# Click on the arrow under LAN > WAN
# Click on Add...
:* Source Port: Any
:* Service: VOIP Services
:* Source: Any
:* Destination: Any
:* Users Included: All
:* Users Excluded: None
:* Schedule: Always On
:* Comment: QoS for VoIP Phones
:* Enable Logging: True
:* Allow Fragmented Packets: True
:# [[File:Lan_Wan_Rule.png]]
# Click on the Advanced tab
:* UDP Connection Inactivity Timeout (seconds): 90
[[File:Lan_Wan_Rule(2).png]]

== Create Address Group for Voice Services ==
# Click Firewall > Address Objects > Add
# Fill out the following:
:* Name: Name of the Assignment
:* Zone Assignment: WAN
:* Type: Host
:* IP Address:
::(SLC) SUMOFIBER colocation: 198.91.51.90
::(SLC) XMISSION colocation: 208.83.224.245
::(LAS) SWITCH colocation: 162.252.224.11
# Add each IP Address for Voice Services as an Address Object
:# [[File:Address_Group.png]]
# Create an Address Group and add the address objects that were created
:* Name: Voice Services

== Excluding Voice Services IPs under Security Services (if applicable) ==
# Click Security Services
# Check each Service and see if it is enabled
# If so, you need to enable the Exclusion List on each service and set it to Voice Services
# Example: Content Filter
:# [[File:Exclude_Services.png]]
# Once you exclude it, click Accept

Sonicwall Configuration for XMission Voice

2022-08-17T15:34:02Z

Danzmo: /* Consistent NAT */

If you have a Sonicwall and are using XMission Business or HostedPBX Voice Service you may come into issues such as:

* Registration failure
* Slow to dial out
* Non-clear HD Voice quality
* and more.

We suggest that the following settings are set up in the Sonicwall Device.

''NOTE: depending on the model and firmware, the images may not match.''

== Consistent NAT ==

# Click on VoIP
# Click on Settings
# Select the checkbox for Enable consistent NAT
# Every other checkbox on this page should be unchecked
#: [[File:Consistent_Nat.png|600px]]
# Click Accept

== Advanced Firewall Settings ==

# Click on Firewall Settings
# Click on Advanced
# Select the check boxes for Enable Stealth Modeand Randomize IP ID
:# [[File:Advanced_Firewall.png]]
# Click Accept

== Create Custom VoIP Services ==
# Under Network > Services click Add...
# Fill the popup as follows:
:* Name: VoIP RTP
:* Protocol: UDP
:* Port Range: 3000 - 65000
:* Sub Type: None
# Click Add
:# [[File:Custom_Voip.png]]
# Click on Service Groups > Add Group...
# Name: VOIP Services
# Add the following services to the right box
:* SIP
:* VoIP RTP
:* Click Add
[[File:Custom_Voip(2).png]]

== Create LAN > WAN Rule for Services ==
# Navigate to Firewall > Access Rules
# Click on Matrix
# Click on the arrow under LAN > WAN
# Click on Add...
:* Source Port: Any
:* Service: VOIP Services
:* Source: Any
:* Destination: Any
:* Users Included: All
:* Users Excluded: None
:* Schedule: Always On
:* Comment: QoS for VoIP Phones
:* Enable Logging: True
:* Allow Fragmented Packets: True
:# [[File:Lan_Wan_Rule.png]]
# Click on the Advanced tab
:* UDP Connection Inactivity Timeout (seconds): 90
[[File:Lan_Wan_Rule(2).png]]

== Create Address Group for Voice Services ==
# Click Firewall > Address Objects > Add
# Fill out the following:
:* Name: Name of the Assignment
:* Zone Assignment: WAN
:* Type: Host
:* IP Address:
::(SLC) SUMOFIBER colocation: 198.91.51.90
::(SLC) XMISSION colocation: 208.83.224.245
::(LAS) SWITCH colocation: 162.252.224.11
# Add each IP Address for Voice Services as an Address Object
:# [[File:Address_Group.png]]
# Create an Address Group and add the address objects that were created
:* Name: Voice Services

== Excluding Voice Services IPs under Security Services (if applicable) ==
# Click Security Services
# Check each Service and see if it is enabled
# If so, you need to enable the Exclusion List on each service and set it to Voice Services
# Example: Content Filter
:# [[File:Exclude_Services.png]]
# Once you exclude it, click Accept

Sonicwall Configuration for XMission Voice

2022-08-17T15:33:37Z

Danzmo: Created page with "If you have a Sonicwall and are using XMission Business or HostedPBX Voice Service you may come into issues such as: * Registration failure * Slow to dial out * Non-clear HD..."

If you have a Sonicwall and are using XMission Business or HostedPBX Voice Service you may come into issues such as:

* Registration failure
* Slow to dial out
* Non-clear HD Voice quality
* and more.

We suggest that the following settings are set up in the Sonicwall Device.

''NOTE: depending on the model and firmware, the images may not match.''

== Consistent NAT ==

# Click on VoIP
# Click on Settings
# Select the checkbox for Enable consistent NAT
# Every other checkbox on this page should be unchecked
:# [[File:Consistent_Nat.png]]
# Click Accept

== Advanced Firewall Settings ==

# Click on Firewall Settings
# Click on Advanced
# Select the check boxes for Enable Stealth Modeand Randomize IP ID
:# [[File:Advanced_Firewall.png]]
# Click Accept

== Create Custom VoIP Services ==
# Under Network > Services click Add...
# Fill the popup as follows:
:* Name: VoIP RTP
:* Protocol: UDP
:* Port Range: 3000 - 65000
:* Sub Type: None
# Click Add
:# [[File:Custom_Voip.png]]
# Click on Service Groups > Add Group...
# Name: VOIP Services
# Add the following services to the right box
:* SIP
:* VoIP RTP
:* Click Add
[[File:Custom_Voip(2).png]]

== Create LAN > WAN Rule for Services ==
# Navigate to Firewall > Access Rules
# Click on Matrix
# Click on the arrow under LAN > WAN
# Click on Add...
:* Source Port: Any
:* Service: VOIP Services
:* Source: Any
:* Destination: Any
:* Users Included: All
:* Users Excluded: None
:* Schedule: Always On
:* Comment: QoS for VoIP Phones
:* Enable Logging: True
:* Allow Fragmented Packets: True
:# [[File:Lan_Wan_Rule.png]]
# Click on the Advanced tab
:* UDP Connection Inactivity Timeout (seconds): 90
[[File:Lan_Wan_Rule(2).png]]

== Create Address Group for Voice Services ==
# Click Firewall > Address Objects > Add
# Fill out the following:
:* Name: Name of the Assignment
:* Zone Assignment: WAN
:* Type: Host
:* IP Address:
::(SLC) SUMOFIBER colocation: 198.91.51.90
::(SLC) XMISSION colocation: 208.83.224.245
::(LAS) SWITCH colocation: 162.252.224.11
# Add each IP Address for Voice Services as an Address Object
:# [[File:Address_Group.png]]
# Create an Address Group and add the address objects that were created
:* Name: Voice Services

== Excluding Voice Services IPs under Security Services (if applicable) ==
# Click Security Services
# Check each Service and see if it is enabled
# If so, you need to enable the Exclusion List on each service and set it to Voice Services
# Example: Content Filter
:# [[File:Exclude_Services.png]]
# Once you exclude it, click Accept

File:Exclude Services.png

2022-08-17T15:33:18Z

Danzmo:

File:Address Group.png

2022-08-17T15:33:03Z

Danzmo:

File:Lan Wan Rule(2).png

2022-08-17T15:32:15Z

Danzmo:

File:Lan Wan Rule.png

2022-08-17T15:31:55Z

Danzmo:

File:Custom Voip(2).png

2022-08-17T15:31:29Z

Danzmo:

File:Custom Voip.png

2022-08-17T15:31:10Z

Danzmo:

File:Advanced Firewall.png

2022-08-17T15:30:32Z

Danzmo:

File:Consistent Nat.png

2022-08-17T15:30:08Z

Danzmo:

Spam Calls

2022-08-09T18:05:52Z

Danzmo: /* How does this affect you? */

=Spam Calls =

We all know about "spam" calls and how they can be aggressive, overbearing, and downright annoying. XMission has always tried our best to provide features that can help decrease these calls, but as we know some still get through. Back in March, 2020, the FCC and other organizations created a program that started to collect reported numbers for abuse and illegal activity. This is called the STIR/SHAKEN framework and it uses a worldwide database to help report, block, and indicate if a caller's number is coming from a known source or is "spam/spoofed". Starting October 1, 2021 XMission Voice will be fully participating in this program and calls will be signed and reported. What does this exactly mean? Hopefully this information will help you understand.

== What is STIR/SHAKEN? ==

STIR/SHAKEN is a framework of interconnected standards. STIR/SHAKEN are acronyms for the Secure Telephone Identity Revisited (STIR) and Signature-based
Handling of Asserted Information Using toKENs (SHAKEN) standards. This means that calls traveling through interconnected phone networks would have their caller ID "signed" as legitimate by originating carriers and validated by other carriers before reaching consumers. STIR/SHAKEN digitally validates the handoff of phone calls passing through the complex web of networks, allowing the phone company of the consumer receiving the call to verify that a call is in fact from the number displayed on Caller ID.

For more information please visit [https://www.fcc.gov/call-authentication FCC Combat Spoof/Spam Calls]

== How does this affect you? ==

All phone calls are required to have a digital signature from XMission, this includes both incoming and outgoing phone calls.

=== Incoming Phone Calls ===

Before a phone call is delivered to your home, XMission will scan the incoming number through the national "Robocall Mitigation Database". If a caller has a specific spam score, callers will automatically be sent to Voicemail. Otherwise all calls will follow your Answering Rules from the [https://wiki.xmission.com/XMission_Voice_Portal online portal].

=== Outgoing Phone Calls ===

Be aware that your number might be reported as a "spam" number and you not know it. This can be caused by a number of reasons and some are:

* Age/Length of time you've used the same number.
* Who you register the number with (raffles, online memberships, phone subscriptions, etc).
* Usage (who you call, length of calls, long distance/international dialing).

Unfortunately, there are too many unknowns to list them all and XMission is not responsible for the reputation of your Caller ID. However, there are some things you can do if your number is being reported as Spam or Spoofed.

You will need to find out who the receiving carrier is and contact them for removal. Many services have online forms for removal. We have listed some below.

Sites to report errors:

* [https://www.freecallerregistry.com/fcr/ Free Call Registry]
* [https://hiyahelp.zendesk.com/hc/en-us/requests/new?ticket_form_id=824667 AT&T]
* [https://callreporting.t-mobile.com/ T-Mobile]
* [https://www.voicespamfeedback.com/vsf/ Verizon Wireless]

If your calls are being marked as Spam when calling other providers please contact our support department so we can report the spam detection as an error.

XMission Voice

2022-06-08T16:27:25Z

Danzmo: /* XMission Voice Support */

__NOTOC__
== About XMission Voice ==

For fifteen years, Utah residents and businesses have trusted XMission
to provide them with the highest-quality Internet services available;
now, we feel privileged to offer you multi-featured, reliable phone
service paired with the friendly, responsive customer support you
deserve.

Unlike traditional phone companies, XMission has employees ready to
assist you 24/7 from our local, Salt Lake City office. Because we
thoroughly test all of our services--and use them ourselves--we know
that you will have a positive experience with XMission Voice. However,
if you do require help at any time, please feel free to contact our
technicians via phone, email, or chat. You won't wait on hold for
hours, and we won't leave your issue unresolved.

With XMission Voice, you receive the best features of traditional
phone service plus several exciting new features available only
through Voice over IP technology. You can access features by either
entering access codes using your touch-tone phone, or by accessing the VoIP Phone Features located inside our customer portal at [https://call.xmission.com https://call.xmission.com]

If you would like more information about XMission Voice, please contact our
Sales department at 801-539-0852, 1-877-XMISSION or use our
[https://livesupport.xmission.com Livesupport] chat. Sales is
available Monday-Friday between 9am and 5pm.

Please note: XMission Voice is not compatible with alarm systems. You will need to keep your POTS land line for alarm service, or contact your alarm provider to see if they can upgrade your system with newer wireless equipment. Also, we are unable to guarantee that XMission Voice service will work properly with any device which utilizes a modem for communication, such as set top boxes (Tivo, satellite receivers, etc), home security systems, medical alert and monitoring systems, TDD, and fax systems.

== XMission Voice Support ==
*[[XMission Voice Portal]] User Portal
*[[Voicemail]]
*[[XMission Mobile Voice]]
*[[XMission HostedPBX]] Business Hosted PBX
*[[Spam Calls]]
*[[XMission Voice Frequently Asked Questions]]
*[[Voice Troubleshooting]]
*[[Access Codes]] (VSC or Star Codes)
*[[International Calling And Rates]]
*[[Important Information Regarding 911 Calls]]

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T15:06:27Z

Danzmo: /* Call History */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|700px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|700px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|700px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|700px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T15:00:24Z

Danzmo: /* Emergency Numbers */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|700px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|700px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|700px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|600px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T15:00:12Z

Danzmo: /* Fax Accounts */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|700px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|700px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|500px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|600px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T15:00:03Z

Danzmo: /* Phone Hardware */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|700px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|500px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|500px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|600px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T14:59:48Z

Danzmo: /* SMS Numbers */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|500px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|500px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|500px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|600px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T14:55:02Z

Danzmo: /* Inventory */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|700px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|700px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

[[File:Sms.png|500px]]

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|500px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|500px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|500px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|600px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T14:54:49Z

Danzmo: /* Upload new Music */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|700px]]
* Click on Add Music
: [[File:Addmusic.png|700px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|500px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|500px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

[[File:Sms.png|500px]]

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|500px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|500px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|500px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|600px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T14:54:39Z

Danzmo: /* Specified Dates, Example */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|700px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|500px]]
* Click on Add Music
: [[File:Addmusic.png|500px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|500px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|500px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

[[File:Sms.png|500px]]

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|500px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|500px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|500px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|600px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]

XMission HostedPBX

2022-06-08T14:54:14Z

Danzmo: /* Time Frames */

Welcome to your new Hosted PBX service by XMission. This service offers a suite of features to support your growing business. This page provides instruction on your new system and how to manage options via the Hosted PBX portal. We recommend [mailto:voip@xmission.com emailing] all change requests to our XMission Voice team to avoid any unintentional service disruptions.

XMission Hosted PBX includes:

* Auto Attendant (IVR) — A welcome recording allowing callers to press designated buttons to contact specific desk(s).
* Call Queue — These work with the attendant, where "Press 1 for Sales" calls assigned extensions only.
* Individual Voicemail — Each desk phone has its own voicemail
* Individual Online Portal — Each desk phone has its own login to manage call routing, eg. desk to mobile.
* Voicemail to Email

We suggest visiting our [https://xmission.com/business_phone website] for additional information on all the features and functions available.

NOTE: User administration requires "Office Manager" access the Hosted PBX portal. By default administrative permissions are only provided upon request. If you or a team member wish to make edits, please contact XMission to be granted access.

Below we cover the features available in the online portal. We cover how to add/edit/remove options from your Hosted PBX service.

= Users =

The "Users" button is the central management location for all created extensions. The primary use is to add/edit/delete extensions from your PBX.

NOTE: XMission regularly audits extensions the PBX service. Making changes in this section may affect your voice billing. 

== Add Users ==

* Click the "Users" button.
: [[File:AddUsers.png|700px]]

* Click on "Add User".
* Fill out the required fields on the pop-up window:
:[[File:uploadedProfile.png|500px]]

:* First Name—First name of person or resource. (Required)
:* Last Name—Last name of person or resource. (Required)
:* Extension—Extension number for user. This cannot be changed later.
:: We suggest using three digit extensions, 100–400. 
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Department—Create departmental logins if wanted. (Optional)
:* Email Addresses—Valid email addresses are required. XMission has options available that will allow for system notifications if applicable.
:* User Scope—Select from below:
:: Beware each user scope provides different access to the control portal. Some scopes provide "administrator" access that can break or prevent service from working. 
::* Basic User—Default for most users
::* Call Center Agent—Has call center facilities on dashboard. (May require additional billing.)
::* Call Center Supervisor—Has call center supervisor facilities on dashboard. (May require additional billing.)
::* Office Manager—Used for customer administrator. (Has additional permissions, should be used likely.)

:* Enable Voicemail—Check if customer will need voicemail.
:* Add Phone Extension—Only check if this extension will have a handset or softphone associated.
:* New Password—Enter a password for the user. (Optional)
:* Confirm Password—Re-enter password. (Optional)
:* Voicemail PIN—At least four digits, numbers only. (Required)

* Click "Add User".

== Manage Users ==

Please note that after users are created you will notice warning bubbles next to each user. This is intended to allow for easy management and for knowing what is happening with each user/extension in your PBX.

* New—This indicates that the user has an email, but no PIN or portal password.
* Setup Required—This indicates that the user does not have an email address
* Password Required—This indicates that the user does not have a portal password set.

[[File:Manageuser.png|700px]]

=== Profile ===

Profile is also known as the "User Contact Card" From here you are able to edit permissions and other minor information for each extension.

[[File:UploadProfile.png|500px]]

==== Profile Information ====

* First Name—First name of person or resource. (Required)
* Last Name—Last name of person or resource. (Required)
* Login Name—Used to log in to users' [https://wiki.xmission.com/XMission_Voice_Portal control portal]. (Cannot be changed)
* Department—Create departmental logins if wanted. (Optional)
* Time Zone—Phone hardware uses this to set the correct time and date to display.
* User's Scope—Please refer to [[#Add_Users | "Add User"]] for scope definition.
* Directory Options—Dial by directory options.

=== Answering Rules ===

In this section you are able to edit how the phone will accept a call. Please review XMission's help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Answering_Rules_Tab Answering Rules].

=== Voicemail ===

Voicemail is optional and can be enabled/disabled for each user. Our voicemail by default allows for 10MB of voicemail storage. (10MB is about 25 2/3 min messages) Please review our help pages on proper configuration on [https://wiki.xmission.com/XMission_Voice_Portal#Voicemail_Settings Voicemail]

[[File:uploadVoicemail.png|500px]]

=== Phone ===

Your PBX service requires IP-based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

NOTE: Please contact XMission's voice team to make any changes in this section of the profile as not all phone makes and models are supported. Our team can assist with configuration to complete new phone registrations. 

What to look for to ensure users' phones will work correctly:

[[File:uploadPhone.png|700px]]

* Green Checkmark—Means the phone hardware is properly registered with XMission.
* Device Type—The make and model of the requested hardware.
* IP Address—Internal IP Address (XMission use only) .
* MAC Address—The hardware identification (required for proper registration, can be a MAC Address or S/N). 
* Line—How many extensions are assigned to that hardware.

=== Advanced ===

In this section you are able to reset the user's profile to defaults, send emails out to gain access to the control portal, and force reset user passwords.

[[File:Advanced.png|700px]]

* User Status—This should mirror what you see under the "User's Button" with the warning bubble and operational information.
* Reset User—Deletes and resets the user to system defaults.
* Sent Welcome Email—Sends an email to the user's notification address to grant access to their unique online control portal.
* Force Password Reset—Please check the box below "Automatically send recovery email ..." if using this button. It will force the user, via email notification, to reset their password.

= Conference =

A conference bridge allows a multiple participants on a single call. The most common form of bridge allows customers to dial into a virtual meeting room from their own phone. Meeting rooms can hold many callers based upon your specific call plan. This feature is different than three-way calling and does not require a conference phone to be configured.

== Add a Conference Bridge ==

* Click "Conferences" Button.
: [[File:Conference.png|700px]]

* Click on Add Conference.
:[[File:Addconference.png|700px]]

* Fill out the required pop-up window:
:* Name—Enter a name for the conference bridge like "{Your Business Name} Bridge".
:* Type—Dedicated conference bridge. (Please do not use individual bridges without direct numbers to extensions)
:* Extension—Select an available extension number between 9200 and 9299. (Required conference extensions)
:* Direct Phone Number—Select a direct phone number from your PBX inventory to use for the bridge if available.
:* Leader PIN—Required PIN to create bridge. (4 to 6 digit Leader PIN)
:* Participant PIN—Required PIN for callers to join the bridge. (4 to 6 digit Participant PIN)
:* Max Participants—You can restrict the number of callers that can join a bridge. By default we limit it to 15 callers.
:* Minimum Participants—Required amount of callers including the "Leader" for the bridge to start.
:* Options:
::* Require Leader to start—Please use if you have a direct dial number assigned.
::* Announce Participants arrivals/departures—Please use if you have more than five callers on the bridge.
::* Prompt all participants for their name—Please use if you are going to announce arrivals/departures.

* Click Save.

= Auto Attendant =

An Auto Attendant, also known as an IVR, helps automate your calls and provides multiple options for individuals that call your company's direct dial options. This can also be added for simple pre-call recordings, remote voicemail access, and dial by directory.

== How to Create ==
=== Add Attendant Extension ===

* Click "Auto Attendants".
* Click "Add Attendant".
: [[File:Attendant.png|700px]]
* Fill in the required information on the pop-up window.
:* Name—This will be the name of your attendant. We suggest using your business name such as "XMission Attendant". (Special characters are not allowed)
:* Extension—This needs to be a unique extension in the PBX system. We suggest using four digit extensions for system features, such as 6000-6009.
:: Please review our suggested [[#Extension_and_Reserved_Extension_List | Extension and Reserved Extension List]]. 
:* Timeframe - If you've enabled timeframes with the voice admin, you can select "Business Hours", otherwise select "Default".
* Click Continue.

Once the "attendant extension" has been created the system should have auto-loaded you into the New Attendant Settings.

[[File:Newattendant.png|700px]]

=== Attendant Settings ===
The Attendant Extension is broken into two sections.

==== Intro ====

Once created the Auto Attendant Name and Extension can not be changed or edited. If you are required to change this information, it will require a new attendant be made and the old one deleted.

* Intro Greetings—This is intended to be the opening message for your attendant. Intro Greeting button is where you add/edit the welcome recording customers hear when calling in. To set up this recording please press the "speaker" button.

==== Manage Greetings Menu ====

To start with adding the greeting you'll click the "Add Greeting" button at the bottom of the pop-up window

Please add the greeting using one of the following options:

* Text-to-Speech—Type what you want the recording to say and generate an automated recording out of your choice of various voices. By clicking on the "play button" next to the voice option, you are able to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from you local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once you've finished the "Done" button should highlight for you to click.

Timeframe—If you've enabled timeframes with the voice admin you can select "Business Hours", otherwise select "Default"

Once finished simply click "Save/Upload/Call" to add your greeting to the menu and click "Done" at the bottom of the pop-up window.

[[File:Timeframe.png|500px]]

===== Example Scripts =====

 Intro / Greeting 

* Hello and thank you for calling [Company Name], [mission statement or slogan]. This call may be monitored and recorded for training or quality assurance purposes.

* Thank you for calling [Company Name], where [mission statement or slogan]. Please be aware that our office hours are [published business hours]. Please listen carefully as menu options may have changed.

==== Dial Menu ====
This section is where we create the menu options and establish call routing.

==== Menu Prompt ====

Menu Prompt advises the customer on navigation options. Example, "Press 1, for Support. Press 2, for Sales..."

To add greetings you will click the "pencil button" under the Menu Prompt title.

[[File:Menuprompt.png|700px]]

Please add the prompt using one of the following options:

* Text-to-Speech—Type what you want the recording to say. This generates an automated recording as announce by a pre-configured voice of your choosing. Click the "play button" next to the voice option to preview the recording.
* Upload—Allows you to use software to perfect your recording and upload. The recording must be in .wav or .MP3 file from your local computer.
* Record—You'll be asked to enter any extension number for the system to call you.
When recording by call, you will receive a phone call and get an automated voice asking you to record your greeting and press # when finished. Once finished, the "Done" button should highlight for you to click.

Once finished simply click "Save/Upload/Call".

[[File:Menuprompt2.png|500px]]

===== Example Scripts =====

 Menu / Dial Button 

* If you know the extension you'd like to reach you may dial it at any time. For Accounting, press 1. For Sales, press 2. For Support, press 3. Otherwise please stay on the line and you will be connected with an operator.
* To speak with the operator, press 0 at any time. For sales, press 1. For technical support, press 2. For billing, press 3. For information about our company, press 4. To repeat this message, press 9.

==== Dial Pad Menu ====

You will want to match your recording to the corresponding buttons to route the caller to the correct destination. You will see an icon for each option available.
[[File:Dialpadmenu2.png|700px]]

* User—Transfer call to any user or extension configured under "Users".
* Conference—Transfer call to any conference bridge, configured under "Conferences".
* Call Queue—Transfer call to any call queue, configured under "Call Queues".
* Directory—Plays a company directory with dial-by-name. The directory uses the first and last name entered when extensions are created.
* Voicemail—Sends call directly to an extensions voicemail box. (Do not use "Enable Enhanced Voicemail")
* Voicemail Management—Allows caller to access any extension voicemail and change administrative options. (Requires extension number and password for access.)
* External Number—Calls an external phone number. If forwarding a call to an external number please include a "1" in the number. (IE: 18015390852)
* Play Message—Plays a recorded message, then gives you the option to transfer the caller.
* Repeat Prompt—Repeats Menu Prompt
* Add Tier—Adds another level of Auto Attendant menus
* Options—Additional options. You must have the number options set and saved before setting these.
:* Dial by Extension—Allow dial-by-extension or not.
:* In no key pressed—Option to follow if no key is pressed.
:* If unassigned key pressed—Option to follow if a wrong key is pressed.

=== Save and Apply ===

* Click on the " Save " button located at the bottom of the screen.

Now to apply the attendant for incoming calls to use.

[[File:Inventory.png|700px]]

* Click on "Inventory" button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Auto Attendant"
: [[File:Treatment.png|500px]]
* In the field below enter the extension number of the Auto Attendant you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start getting the recording.

= Call Queues =

Call queues are used to help manage high traffic. With queues you can use a single number to route to multiple extensions by placing the caller in queue until the next available user is free. This is often used instead of having the caller listen to a busy signal or sending them to voicemail. While in a queue, callers can hear music on hold or custom company announcements.

=== Types of Call Queues ===
* Round-robin (longest idle)—Routes callers to the available agent that has been idle longest.
* Ring All—Routes callers to all available agents at the same time.
* Linear Hunt—Routes callers to the available agents in a predefined order.
* Linear Cascade—Routes callers to groups of available agents in a predefined order.
* Call Park—Places the caller on hold until an agent retrieves them. (Please review additional information regarding [[#Call_Park | Call Park]]).

=== Important Information ===

* Only online agents can be part of an active queue.
:* If a device is not registered than the agent will be considered to be offline.
:* Icon colors represent agent status: grey = offline, green = online, red = online but currently taking a call.
* Agents that are a part of multiple queues can prioritize one queue over another.
* Queues can have unique music on hold, otherwise our default music on hold will be played.

== Add Call Queue ==

When adding queues, please be aware there are four configuration menus that are required to ensure call routing is completed correctly.

=== Basic Menu ===

This is the basic extension configuration for the queue:

* Click the "Call Queues" button.
: [[File:Callqueues.png|700px]]
* Click "Add Call Queue".
:[[File:XMpbx_addqueue.png|700px]]
* Fill in required information on pop-up:
:* Name—Enter the name of the queue (e.g. Sales, Support, Accounting).
:* Extension—Choose an extension between 6000 and 6100 (Required Queue extensions).
:* Department—Used for departmental logins (Optional)
:* Type—Select type of call queue (Please refer to the options above.)
:: Please note that the following options do not apply to the "Call Park" call type. 
:* Phone Number—Select an available number from "Inventory". (optional, please see [[#Save_and_Apply_2 | Save and Apply]])
:* Record Calls (Call recording has to be enabled by XMission, If you wish to use this, please contact XMission Support). If you select YES you will have the option to record calls.
:* Statistics—If you select Yes the system will generate call queue-related information for the call center supervisor.
* Click "Next".

=== Pre Queue Options ===

Queue configuration prior to routing the customer to the available "Queue Type".

* Require Agents—Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to "Forward if Unavailable" destination.
* Queue Audio—Allows choice between music on hold or ringback playing while in the queue.
* Require intro MOH—Please keep this set to "No". Plays a complete initial greeting before placing callers in the the queue.
* Max Expected Wait (sec)—The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait. (Default is unlimited)
* Max Queue Length—Maximum amount of callers allowed in the queue before it is full and unavailable to new callers. (Default is unlimited)
* Allow Callback Option—Allows the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
* Forward if unavailable—Where to send calls if the queue is unavailable. (Typically sent to a users voicemail.)

[[File:Prequeueoptions.png|500px]]

=== In Queue Options ===

Queue configuration for callers waiting in queue.

* Queue Ring Timeout (sec)—How long the queue will attempt to ring agents before following "Forward if unanswered". (Default 30 sec)
* Logout agent on missed call - How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout. (Default is 15 seconds)
* Forward if unanswered—Where to send the call if agents fail to answer before the Queue Ring Timeout.
* Voicemail—Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. Typically companies do not wish use queue voicemails and often we set this to a user's voicemail. However, if you wish to use queue voicemail, this will also trigger the system message “Please continue to hold or Press 2 to leave a voicemail.” and then return the call back to the queue if nothing is pressed.

[[File:Inqueueoptions.png|500px]]

== Save and Apply ==

* Click on the "add" button located at the bottom of the screen.

If you wish for direct dial or a phone number to call directly into the queue, or if you did not select an available number in the "Basic" set up, you need to apply the queue for incoming calls to use. Otherwise, the queue will be available for Dial Pad Menu of your Auto Attendant.

[[File:Inventory.png|700px]]

* Click on "Inventory" Button
* Click on the "Edit" icon at the right of the phone number you wish to use
* Change treatment to "Call Queue"
: [[File:Callqueuetreatment.png|500px]]
* In the field below enter the extension number of the Call Queue you wish to use.
* Click Save

Once you click "Save" incoming calls should immediately start.

=== Add Agents ===

Call Queues will default with no agents assigned to them. To ensure callers ring to agents you'll need to:

* Click on "Call Queues" Button.
: [[File:Callqueues.png|700px]]
* Click on the "Person icon" of the call queue you want to add agents too.
* Click on Add Agents.
: [[File:Addagent.png|500px]]
* Fill out the required filed on the pop-up:
:* Add Agent(s) by —Select available agents to add in a drop-down box or be able to enter the name/extension.
:* Agent Extension—Type in or click in the box to select the users you want added to the queue. (You'll select them one by one)
:* Status—Queue status of availability. XMission defaults to Online. (please don't change).
:: Note: the agent options will alter depending on the queue type selected. This example is for "Round Robin"
:* Wrap up time (sec)—Gives the user a break between waiting callers to be routed to them. (Default setting is 0 sec)
:* Max Simultaneous Calls—Allows the queue to assign more than one call to them. (Default setting is 1)
:* Max SMS Sessions—This feature is disabled by default.
:* Queue Priority for agent—If you have a user extension in more than one queue, this allows you to assign priority over another. (Default setting is 1)
:* Request Confirmation—If checked, this requires a user to press 1 to accept the call from the queue.
:* Auto Answer—If checked, the call will be routed to the user extension and automatically be answered on Speaker or Headset.
: [[File:Saveagent.png|500px]]
* Click Save Agent.
* Click Done

== Call Park ==

Call park is a feature that allows you to put a call on hold at one telephone set and continue the conversation from any other telephone set.

Example: Think of when you are at the grocery store and you hear the announcement "Call for produce on 121". This means the phone operator placed a call on "park 121" so a store employee in produce can pick up that call.

We offer two kinds of Call Park Queues:

* Directed—This is the traditional call parking feature where one user simply transfers the caller to a specific Call Park so another user is able to retrieve this call somewhere else in the office.
* Dynamic—This is an advanced feature where the system determines what "Park Extension" will be used. The user will transfer the caller by dialing *** and the system will transfer the caller to any available queue. After the call has transferred, the system will announce the location.

=== Create Call Park Queue ===

* Click "Call Queues"
* Click on "Add Call Queue"
* Fill out the required information on the pop-up window:
:* Name—Can be any word(s) that is descriptive of the purpose. We suggest {Park 1, Park 2, etc}
:* Extension—The extension must be between 700 and 729.
:: Queues in 710-729 have Ringback enabled, if a call sits in park longer then 2 min, it will complete a "ring all" transfer.
:* Type—Select Call Park
* Click on Add

Repeat the steps above for each additional call park you wish to have.

= Time Frames =

Time Frames is a very powerful tool in the PBX Software. This is used to determine at what time calls are routed. Typically this is used for organizations that wish to have Auto Attendants and Call Queues to operate during specific hours such as:

* Business Hours
* After Hours
* Holiday Hours
* Weekend Hours

[[File:Preferredtimeframe.png|700px]]

To ensure proper routing, please [mailto:voip@xmission.com email] a request that contains:

* Hours of Operation.
:* Business Hours, After Hours, etc.
* Preferred routing during each operation.
:* Business Hours, All calls reach <preferred ring configuration>.

However, in situations of Holiday Hours or Emergency Hours, using "Office Manager" allows you to add/edit/remove Time Frame configurations. Please use caution when making changes in Time Frames.

== Creating Time Frame ==

* Click on "Time Frames".
: [[File:Clickontimeframes.png|700px]]
* Click "Add Time Frame".
: [[File:Addtimeframe.png|700px]]
* Enter a name for the time frame.
: [[File:Nametimeframe.png|700px]]
* Select how you would like to configure the time frame:
:* Always—Applies 24/7, default call routing, most likely would never use this option.
:* Days of the Week and Times—Setting a range of days and times. We mostly use this for Business Hours.
:* Specific dates or ranges—Specified dates in the future. Used for holidays or scheduled closings.
*Click Save

=== Days of the Week, Example ===

* Click Add Time Frame
* Name—"Business Hours"
* When—Days of the week and times
* Select the checkboxes:
:* Monday, Tuesday, Wednesday, Thursday, and Friday.
: The system will default to 9 AM to 5 PM for each day.
:* Alter hours to match business hours.
* Click Save.

[[File:Daysoftheweek.png|500px]]

=== Specified Dates, Example ===

* Click Add Time Frame
* Name—Holidays
* When—Specific dates or ranges
* Click the calendar icon to select the date and time for each date you want to add.
:* For additional dates use the green add icon at the right
* Click Save.

[[File:Specifieddates.png|500px]]

= Music On Hold =

XMission PBX software comes with default hold music for Queues, Users and Conferences. However, our default hold music may not apply perfectly to your business. Requirements for "Music on Hold" are:

* Any licensed music owned can be uploaded to the system.
:* XMission is not responsible to verify licensing of music and copyright fees.
* Files must be .MP3 or .WAV file format.
* 8KHz Mono Audio and encoded in 8-bit PCM u-law

To help ensure any music uploaded has been edited for 8KHz Mono Audio and encoded in 8-bit PCM u-law usage, we recommend using this [https://g711.org/ free online] program.

== Upload new Music ==

NOTE: This uploads the music to the "Global" PBX. Each user has the same button to upload music for their extension only.

* Click on "Music On Hold"
: [[File:Musiconhold.png|500px]]
* Click on Add Music
: [[File:Addmusic.png|500px]]
:* Click on "Browse"
:* Locate and select your .MP3 or .WAV file from your computer.
:* Enter a Song Name
* Click Upload

The page will refresh and you will see your newly uploaded selection.

= Inventory =

The "Inventory" section of the portal is a central location for your entire service. Entering this section and making unauthorized edits can break the PBX service. It is strongly suggested to send your requests to [mailto:voip@xmission.com XMission] for proper configuration.

[[File:Inventory.png|500px]]

== Phone Numbers ==

Under the Phone Number tab you'll be able to see all the outside numbers assigned to your service. Through this you'll be able to see how those numbers are routed:

[[File:Phonenumbers.png|500px]]

To help understand how numbers are routed:

* Treatment—This is determining what form of service that number will be used for.
:* Available Number—The number is available to be routed to a final location. If the number is called, a recording will play "The number is currently not in service."
:* User—The number is assigned to a specific extension as a "Direct Dial".
:* Fax—No longer in use.
:* Conference—The number is assigned to a Conference Bridge.
:* Call Queue—The number is a direct dial to call queues.
:* Auto Attendant—The number will use the Auto Attendant.
:* Fax Server—Fax Numbers can only be used for fax when assigned to this service. No voice option is available.

* Destination—The assigned extension for the above services.

== SMS Numbers ==

Currently XMission does not provide SMS functionality. This is a feature that will be available in the future.

[[File:Sms.png|500px]]

== Phone Hardware ==

Requires IP Based phones that are not firmware- or carrier-locked. XMission supports a variety of phone brands.

* Avaya
* Cisco
* Polycom
* Yealink
* And More

Please contact XMission's voice team if you wish to make any changes or edits in this section of the profile as not all phone makes and models are supported. Our team will research and assist in additional configurations on the phone to get registration.

[[File:Phonehardware.png|500px]]

== Fax Accounts ==

XMission fax services will be assigned via the Fax Account tab. XMission-registered devices are required.

[[File:Faxaccounts.png|500px]]

== Emergency Numbers ==

E911 location services. In this tab we ensure that emergency services will dispatch to the correct location. While "Office Managers" are able to edit the location services, XMission strongly recommends contacting your sales executive to make proper adjustments to E911 locations.

[[File:E911.png|500px]]

= Call History =

Call History is available for each user on our [https://wiki.xmission.com/XMission_Voice_Portal#Call_History_Tab XMission Voice Portal] help page.

When logged in as the Office Manager you are able to see the entire call history on each individual extension. The search process is the same, but includes more options.

[[File:Callhistory.png|600px]]

= Extension and Reserved Extension List =

== Usable Extensions ==

Suggested Extension options:

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 100 - 399 || User Extensions || 3 digit extensions for phone hardware.
|-
| 500 - 699 || User Extensions || 3 digit extensions for phone hardware.
|-
| 700 - 729 || Park Call Queue || Reserved for Call Queue Type "Call Park".
|-
| 800 - 899 || User Extensions || 3 digit extensions for phone hardware.
|-
| 1000 - 4999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 6000 - 6099 || Call Queue || Suggested extensions for Call Queue options.
|-
| 6100 - 6199 || Auto Attendant || Suggested extensions for Attendant options.
|-
| 6200 - 6999 || Available Use || Available to use for any extension option.
|-
| 8000 - 8999 || User Extensions || 4 digit extensions for phone hardware.
|-
| 9200 - 9299 || Conference || Suggested extension for conference bridge usage.
|-
|}

== Pre-reserved extensions ==
Reserved Extensions (not available for use outside of specified description)

{| class="wikitable" style= "background-color: #ivory;"
! Number !! Description !! Usage
|-
| 000 - 099 || Internal Use || Pre-defined software usage and dial plans.
|-
| 411 || Directory Information || National 411 Directory look up. (Additional charges may occur if used)
|-
| 400 - 499 || System Services || Reserved for software programing / National Hotlines
|-
| 730 - 799 || System Failure || Reserved to prevent failure with Call Park.
|-
| 900 - 999 || System Failure || Reserved to prevent E911 conflicts.
|-
| 911 || Emergency Services || Emergency 911 dispatch.
|-
| 988 || Hot Line || National Suicide Prevention hotline.
|-
| 5000 - 5999 || System Services || Reserved for Voicemail and other system functionality.
|-
| 7000 - 7990 || System Failure || Reserved to prevent service failure.
|-
| 9000 - 9199 || System Features || Reserved for system functionality.
|-
| 9300 - 9999 || System Features || Reserved for system functionality.
|-
|}

= PBX Star Codes =

These Star Codes are available for all PBX Customers and should be available in real time. If a code does not work for you please notify the XMission voice team at voip@xmission.com.

{| class="wikitable" style= "background-color: #ivory;"
! Star Code !! Example !! Description
|-
| *35<extension> || Dial *35101 || Extension Pickup—Answer a call that is ringing at another extension.
|-
| *36 || Dial *36 || PBX Pickup—Answer any ringing call within the system.
|-
| *55<extension> || Dial *55701 || Call Park Pickup—Answer a call from Park if not programed on the phone.
|-
| *67<external number> || Dial *678015390852 || Caller ID blocking—Anonymous Caller ID.
|-
| *72<external number> || Dial *7218015390852 || Call Forwarding—Enable call forwarding per extension. (Dialing a 1 before the area code is required)
|-
| *73 || Dial *73 || Call Forwarding—Disabled call forwarding per extension.
|-
| *97 || Dial *97 || Voicemail Access.
|-
|}

System Feature Codes

{| class="wikitable" style= "background-color: #ivory;"
! Code !! Example !! Description
|-
| 03<extension> || Transfer/Dial 03101 || Connects directly to extension voicemail.
|-
| 700 - 719 || Transfer/Dial 701 || Transfer/Pickups caller in Call Park.
|-
| 99<extension> || Dial 99101 || Activates intercom if phone hardware has been provisioned for intercom service.
|-
| 5001 || Dial 5000 || Connects you to global voicemail.
|-
|}

[[Category:VoIP]]