Overview: Voice settings (Edify App)
This article provides an overview of the softphone voice settings in Edify App.
In this article
The Voice container within the Call Settings tab of your profile settings in Edify App is where you can configure your voice settings. This container allows you to define how you want to manage calls through Edify.
All of the fields in this container can also be configured by your Edify admin. When a field is modified, either by you in Edify App or by your Edify admin in Edify Console, that change overrides the previously configured setting. When you or your admin update a setting, reload Edify App to ensure the new setting is actively being applied.
This container is where you can define where calls made to your extension or DID are routed to ring (Extension Calls Route To), define which of your calls are recorded (Call Recording), configure the length of time your calls ring for (Ring Time), and set your voice authentication method amongst other things.
For more detail on each configurable field, reference the descriptions below.
A. Extension Calls Route To: The Extension Calls Route To menu is where you set the inbound route for calls made to your DID or extension. These are the routing options for these types of calls:
a. IP Endpoints: The IP Endpoints option routes all calls made to your DID or extension to all of your IP endpoints, like your desk phone(s) (if you have one provisioned to your account) and/or your WebRTC phone. Note that you need WebRTC enabled for calls to route to your softphone.
b. Mobile: The Mobile option routes all calls made to your DID or extension to the mobile phone number configured to your account, likely your cell phone number. Therefore, add your cell phone number in the Basic container of your profile settings.
c. Forward Number: The Forward Number option routes all calls made to your DID or extension to the forwarding phone number (like a home phone number) configured to your account.
d. Queue: The Queue option routes all calls made to yourDID or extension to the queue that’s configured to your user profile by your Edify admin in Console. By routing your calls to a queue, this turns all calls into interactions that can be analyzed through analytics and reporting. If you do not have a queue set by your Edify admin, then your calls default to your IP Endpoint(s).
e. All: The All option routes all inbound calls made to your DID or extension to all phone numbers configured to your profile which include IP Endpoints, Mobile, and External Forwarding Number. If you have a forwarding number, a mobile number, a desk phone, and WebRTC enabled, then all four of these connections ring when receiving an inbound call. If you have selected ‘All’, it is important to note that this setting does not include routing to Queue.
f. SIP: The SIP option routes calls through your SIP connection configured by your Edify admin in Edify Console. If you do not have a SIP Trunk configured for your user, this setting is not available for to you to select. If you select ‘SIP’ as your routing method and your connection is not configured correctly, you can’t make or receive calls successfully.
B. Queue/Ring Group Calls Route To: The Queue/Ring Group Calls Route To menu is where you set the location for Edify to ring when receiving an interaction from a queue or when receiving a call as a part of a ring group. These types of calls have the following routing options:
a. IP Endpoints - The IP Endpoints option routes system calls to all of your IP endpoints, like your desk phone(s) and/or WebRTC phone.
b. Mobile - The Mobile option routes all system calls to your mobile phone number, if it’s added to your account’s profile settings.
c. FW (Forward Number) - The FW option routes system calls to your external forwarding phone number (like a home phone number) associated with your account.
d. SIP: The SIP option routes calls through your SIP connection configured by your Edify admin in Edify Console. If you do not have a SIP Trunk configured for your user, this setting is not available to you to select. If you select ‘SIP’ as your routing method and your connection is not configured correctly, you can’t make or receive calls successfully.
C. Status Routing: The Status Routing menus give you the ability to route DID or extension calls based on your availability status. This gives you more options around where best to manage a call based on how you’re working. For example, if you want to create a “do not disturb” experience when you’re busy, set Status Routing - Busy to “Voicemail”, which sends calls straight to your voicemail when your user status is set to ‘Busy’. Or, when you’re not online with Edify, you can send calls to your cell phone. So, in these cases, set Status Routing - Offline to “Mobile”. These are the four user availability status options: ‘Available’, ‘Away’, ‘Busy’, and ‘Offline’. There are only three Status Routing menus (Away, Busy, and Offline) because when you are set to ‘Available’ status, your calls route based on the Ext. Route Calls To menu setting. Each of these availability statuses can trigger different call routing options. These routing options include: ‘IP Endpoints’, ‘FW Number’, ‘Mobile’, ‘Queue’, and ‘All’.
a. Away: The Away status indicates that you are on the clock but are not available to respond to communications or calls, like when you are taking a meal break or using the restroom. When “Away”, you can configure the Status Routing - Away menu to route calls received when you’re set to “Away” to any of these destinations: IP Endpoints, FW Number, Mobile, Queue, or All.
b. Busy: The Busy status indicates that you are on the clock and working, but are in a meeting, completing training, focused on a project, etc. So, you’re not ready to respond to communications or calls. When set to “Busy”, you can configure the Status Routing - Busy menu to route calls received when your user is set to “Busy” to send to any of these destinations: IP Endpoints, FW Number, Mobile, Queue, or All.
c. Offline: The Offline status indicates that you are off the clock and not logged into Edify. When set to “Offline”, you can configure the Status Routing - Offline menu to route calls to any of these destinations: IP Endpoints, FW Number, Mobile, Queue, or All.
D. App Click To Call: The App Click To Call menu is where you define where a call is created when a user clicks on a phone number or extension in Edify App. For example, this click-to-call functionality is used when clicking a coworker’s extension in the directory, clicking a phone number in your softphone call history, etc. The App Click To Call menu includes two options for where the call is created:
a. IP Endpoints: When the IP Endpoints option is selected, then this means the click-to-call phone call is created from all IP endpoints associated with your account. If you are provisioned a deskphone, and have webRTC enabled, both of these endpoints ring when the call is created after clicking on an extension or phone number.
b. WebRTC: When the WebRTC option is selected, then this means the click-to-call phone call is created only through your webRTC, or softphone. You must have webRTC enabled in your profile settings to successfully create this call after clicking on an extension or phone number.
E. External Forwarding Number: The External Forwarding Number field where you define the external phone number where you are routing to for phone or queue calls. This field is connected to the Extension Calls Route To and Queue/Ring Group Calls Route To fields, so configure this field when you are routing direct or queue calls to External Forwarding Number.
F. Ring Time: The Ring Time field controls how long your phone line rings before the call is automatically directed to your voicemail.
G. Call Recording: The Call Recording menu where you decide whether your UC phone calls are recorded or not. More specifically, this menu relates to the call recording settings for the phone calls delivered to your extension or DID and/or created from your extension or DID. This menu includes these call recording options: ‘Inbound’, ‘Outbound’, ‘Always’, and ‘None’. It’s important to note that this menu doesn’t include the call recording settings for phone calls managed through a queue. Those are queue calls, so the call recording settings are configured under the queue’s settings.
a. Inbound: The Inbound option tells the system to record all the UC phone calls you receive, which are the phone calls delivered to your extension and/or your DID.
b. Outbound: The Outbound option tells the system to record all UC phone calls you create, which are all the calls created from your extension and/or your DID.
c. Always: The Always option tells the system to record all of your UC phone calls. So, you have all inbound and outbound phone calls recorded.
d. None: The None option tells the system to not record any of your UC phone calls. So, you don't have any inbound or outbound UC phone calls recorded.
H. Default Outbound Queue: The Default Outbound Queue menu is where you can select the specific queue that automatically populates when you create an outbound call, as long as you have queue access in Edify.
I. Location: The Location menu is where you define your current office and emergency dialing location.
J. Voice Auth Method: The Voice Auth Method menu allows you to choose which authentication method you want to use for the purpose of accessing your voicemail in the event you participate in shared desks at your office. This allows you to sign into an available desk phone therefore allowing your company the option to have employees share phones across working shift changes. The menu options here are ‘MFA’ and ‘PIN’.
a. MFA: Selecting MFA in this menu signals to Edify that it must send you a code to your mobile device for you to be able to gain access to your voicemail through the shared desk phone.
b. PIN: Selecting PIN in this menu signals to Edify that you want to use a custom code, selected by you to access your voicemail when using shared desk phones. When selecting ‘PIN’ you must also configure a pin number to the PIN field.
K. PIN: The PIN field allows you to define the pin number you want to use when “hot-desking”, or sharing desk phones with other employees who all work varying shifts. Your pin number is made up of exclusively numbers, can be as long or as short as you want, and allows you to access your voicemails from any shared desk phone.