Overview: Voice container in Call Settings (App)

This article provides an overview of the softphone voice settings in App.

Overview

The Voice container (Settings > Edit Profile > Call Settings > Voice container) is where you can configure your voice settings for calls in App.

The fields in this container can also be configured by your admin. When a field is modified, either by you in App or by your admin in Console, that change overrides the previously configured setting. When you or your admin update a setting, reload App to ensure the new setting is actively being applied.

See below for details on each configurable field.

Container breakdown

Extension Calls Route To

Use this dropdown to set the inbound route for calls made to your DID or extension. The following routing options are available:

• IP Endpoints: Routes all calls made to your DID or extension to your IP endpoints, like your desk phone(s) and/or your WebRTC phone. WebRTC must be enabled for calls to route to your softphone.

• Mobile: Routes all calls made to your DID or extension to the mobile phone number configured to your account. You can add a mobile number in the Basic container of your profile settings (Settings > Profile Settings > Profile > Basic container).

• Forward Number: Routes all calls made to your DID or extension to the forwarding phone number (like a home phone number) configured to your account.

• Queue: Routes all calls made to your DID or extension to the queue that’s configured to your user profile. See User Queue field in Overview: Voice container in Users (Console) to learn how to configure a queue for the user. 

All calls become interactions that can be analyzed through analytics and reporting. If you do not have a queue set by your admin, then your calls default to your IP Endpoint(s).

• All: 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. 

Note: ‘All’ doesn’t include routing to Queue.

• SIP: Routes calls through your SIP connection configured by your admin in 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.

Queue/Ring Group Calls Route To

Use this dropdown to set the location for the system to ring when receiving an interaction from a queue or receiving a call as a part of a ring group. The following routing options are available:

• IP Endpoints - Routes system calls to all of your IP endpoints, like your desk phone(s) and/or WebRTC phone.

• Mobile - Routes all system calls to your mobile phone number, if it’s added to your account’s basic profile settings.

• FW (Forward Number) - Routes system calls to your external forwarding phone number (like a home phone number) associated with your account.

• SIP: Routes calls through your SIP connection configured by your admin in 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.

Status Routing - Busy

Use this dropdown to choose where to route DID and extension calls when you are logged into App, but are unable to respond to calls. Examples of this include when you’re in a meeting, completing training, or working on a project. 

You can send calls to the following destinations:

• IP Endpoints

• Mobile

• Queue

• Forward Number

• Voicemail

• All

Status Routing - Away

Use this dropdown to choose where to route DID and extension calls when you logged into App, but are unable to respond to calls. Examples of this include when you’re on lunch or using the restroom. 

You can send calls to the following destinations:

• IP Endpoints

• Mobile

• Queue

• Forward Number

• Voicemail

• All

Status Routing - Offline

Use this dropdown to choose where to route DID and extension calls when you are not logged in to App. 

You can send calls to the following destinations:

• IP Endpoints

• Mobile

• Queue

• Forward Number

• Voicemail

• All

App Click To Call

Use this dropdown to define where a call is created when you click on a phone number or extension. This includes using the directory or call history.

The following options are available:

• Endpoint Routing: Click-to-call phone calls are created from all IP endpoints associated with your account. 

If you are provisioned a deskphone, and have webRTC enabled, both of these will ring when the call is created.

• WebRTC (Here): Click-to-call phone calls are created only through your webRTC (softphone). 

WebRTC must be enabled to create a call with click-to-call.

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.

Ring Time

The Ring Time field controls how long your phone line rings before the call is automatically directed to your voicemail.

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.

• 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.

• 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.

• 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.

• 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.

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.

Location

The Location menu is where you define your current office and E911 location.

Voice Auth Method

The Voice Auth Method menu allows you to choose which authentication method to use to sign into an available desk phone, and access your voicemail if you are sharing a desk phone. The following options are available:

• MFA: Select MFA (multi-factor authentication) to receive a code on your mobile device to type into the shared desk phone to access your voicemail.

• PIN: Select PIN to use a custom code to access your voicemail on a shared desk phone. After selecting this option, a PIN text field will appear. Use this field to create your custom PIN.

PIN

The PIN field appears if you select PIN from the Voice Auth Method menu. This field lets you choose a pin to use for signing into an available desk phone and accessing your voicemail. The PIN can only contain numbers and must be longer than one character in length.

Read more

• Overview: Auto Answer (App)

• Overview: WebRTC Audio container in Profile Settings (App)