Overview: Voice container in Users (Console)

This article provides an overview of the Voice container on a user's configuration page in Console.

Overview

In Console, the Voice container on a user’s configuration page is where you configure general call settings for a user.

Some settings in the Voice container are also available to users via the Call Settings container in App. When a user changes any of these settings in App, the setting also changes in Console.

Note: A user's personal configuration overrides any setting set in the Voice container.

The following fields in the Voice container are configurable by a user from App:

• App Click To Call

• Call Recording

• Caller ID

• Extension Calls Route To

• FW Number

• Queue/Ring Group Calls Route To

• Ring Time

If a user was set up with a template that defines Voice settings and the user changes any voice settings from App, then the user will become disconnected from the user template. This means that the updates to the template will no longer cascade down to the user.

Container breakdown

Extension Calls Route To

Set the inbound route for calls made to the user's DID or extension. The following routing options are available:

• Endpoints: Routes all calls made to the user's DID or extension to all IP endpoints associated with the user, like the user's desk phone(s) (if you have provisioned one to their user) and the user's softphone (webRTC). Note that the user needs to enable webRTC for calls to route successfully to their softphone.

• Mobile: Routes all calls made to the user's DID or extension to the mobile phone number associated with their account, likely the user's cell phone number. Therefore, add the user's cell phone number under the Basic container or instruct the user to add their cell phone number in their profile setting of App.

• Forward Number: Routes all calls made to the user's DID or extension to the forwarding phone number (like a home phone number) associated with the user. Add the forwarding number in the FW Number field, or instruct the user to add the phone number by updating the FW Number field under Call Settings in App.

• Queue: Routes all calls made to the user's DID or extension to the queue that's selected from the User Queue menu. By routing a user's calls to a queue, this turns all calls into interactions that can be analyzed through Analytics and Reports.

• All: Routes all inbound calls made to the user's DID or extension to all phone numbers associated with the user which include: IP Endpoints, Mobile, SIP, and FW. This means if the user has a forwarding number, a mobile number, a deskphone, and webRTC enabled, all four of these connections ring when receiving an inbound call. If you have selected 'All', it’s important to note that this setting does not 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 you. 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: 

The Queue/Ring Group Calls Route To menu is where you set the location for the system to ring when the system calls the user who is either in queue and/or in a ring group. These are the routing options for these types of calls:

• Endpoints: Routes system calls to all the IP endpoints associated with the user, like the user's deskphone(s) and softphone (webRTC).

• Mobile: Routes all system calls to the user's mobile phone number if it's added to their account. So, add the user's cell phone number under the Basic container or instruct the user to add their cell phone number under Profile in the App.

• FW Number (Forward Number): Routes system calls to the user to the forwarding phone number (like a home phone number) associated with the user. So, add the forwarding number in the FW Number field, or instruct the user to add the phone number herself under the FW Number field under Call Settings in App.

• 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 you. If you select 'SIP' as your routing method and your connection is not configured correctly, you can't make or receive calls successfully.

User Queue

The User Queue menu is where you define which queue manages calls if the user decides to route DID and extension calls directly to a queue or if the user routes calls based on their user availability status to a queue. This menu can be connected to the Extension Calls Route To, Queue/Ring Group Calls Route To fields in the Voice container, and/or the Status Routing-Away, Status Routing-Busy, or Status Routing - Offline fields in the Status container. 

Note: If a queue is not defined in this field and the user configures their settings to route calls to 'Queue', the settings default to 'Endpoints' instead.

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 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:

• Endpoints: The click-to-call phone call is created from all IP endpoints associated with the user's account. If the user is provisioned a deskphone, and has webRTC enabled, then both of these endpoints ring when the call is created after clicking on an extension or phone number.

• WebRTC: The click-to-call phone call is created only through the user's webRTC, or softphone. The user must have webRTC enabled in their profile settings to successfully create this call after clicking on an extension or phone number.

FW Number (Forward Number)

The FW Number input field where you define the external phone number where the user is routing to for phone or queue calls. This field can be connected to the Extension Calls Route To, Queue/Ring Group Calls Route To fields in the Voice container, and/or the Status Routing-Away, Status Routing-Busy, or Status Routing - Offline fields in the Status container.

Ring Time (Seconds)

The Ring Time (Seconds) input field that controls how long the user's phone line rings before the call is automatically redirected, either to the user's voicemail for direct calls or back to the queue for interactions.

Call Recording

The Call Recording menu where you decide whether UC phone calls are recorded for the user. This relates to the call recording settings for inbound and outbound phone calls to the user's extension or DID. This menu includes the call recording options: 'Inbound', 'Outbound', 'Always', and 'None'. 

Note: This menu doesn't include the call recording settings for interactions managed in a queue. Those call recording settings are configured under the queue's settings (Console > Queues > [Queue] > Queue container.

• Inbound: Selecting 'Inbound' tells the system to record all the UC phone calls made to the user, which are the phone calls delivered to the user's extension and/or DID.

• Outbound: Selecting 'Outbound' tells the system to record all UC phone calls created by the user, which are all the calls created from the user's extension and/or DID.

• Always: Selecting 'Always' tells the system to record all of the inbound and outbound UC phone calls for this user.

• None: Selecting 'None' tells the system to not record any of the user's inbound or outbound UC phone calls.

Caller ID

The Caller ID menu is where you select the phone number that is displayed for the called party when the user calls out from their extension and/or DID.

Extension

The Extension input field is where you update and view the user's extension number.

The extension must be a unique number containing 3-6 digits and can’t contain non-numerical values.

Music On Hold

The Music On Hold menu allows you to define which audio file is played when this user places a softphone call on hold. The options in this menu include: 'Default' and any audio files that you've uploaded to your account. The menu is automatically set to 'Default' which plays the default music that comes with your account.

SIP Trunk 

The SIP Trunk menu allows you to assign a SIP Trunk (Session Initiation Protocol) to this user. SIP Trunks are first configured to your account by an administrator under the SIP Trunks workspace under the Account menu (Console > Account Sip Trunks). Once configured, they populate in this menu. This means that the menu options vary depending on the SIP Trunks configured to your account. If there isn't a SIP Trunk configured to your account, then this menu is blank.

SIP Translation

The SIP Translation field allows you to link an avaya.cx account extension to an existing PBX extension. Once linked, you will only receive calls on the PBX extension. You will no longer receive calls on the softphone extension.

You must route calls to SIP in the Extension Calls Route To field to enable SIP Translation.

For example, if your avaya.cx account extension is 107, but your existing PBX extension is 5101, input '5101' into the SIP Translation field. Any calls made to ext. 107 will be routed to your 5101 extension.

Use Case

Take a look at the settings in each field for a user who works in a queue that handles outbound voice interactions. An explanation for each setting is included below each setting.

• Extension Calls Route To - Endpoints

  • • The user should be able to accept calls to their extension on the softphone and on any deskphone that they have. Select Endpoints so the user can accept calls both ways.

• Queue/Ring Group Calls Route To - Endpoints

  • • Even though this user currently works in a queue that only handles outbound interactions, they may be part of a ring group. Select endpoints to let them receive ring group calls through the softphone or a deskphone.

This is also important in case the user’s role changes and they do need to accept queue calls.

• User Queue - - -

  • • If the following settings were set to ‘Queue’, it would be necessary to define which queue to route the calls to.

Voice container

• • • • • Extension Calls Route To Endpoints

        • Queue/Ring Group Calls Route To Endpoints

Status container

• • • • • Status Routing - Busy Voicemail

        • Status Routing - Away Voicemail

        • Status Routing - Offline Voicemail

Since none of these settings are set to ‘Queue’, this field can be left in its default ‘- -’ status. If any of these settings were to change to ‘Queue’ in the future, while this field was in its default ‘- -’ status, calls would be routed to endpoints.

• App Click To Call - Endpoints

  • • Since this user should be able to accept calls on the softphone and on a desk phone, set App Click to Call to ‘Endpoints’.

When someone initiates a call to the user through the softphone directory, the call will ring the WebRTC (softphone) and any IP endpoints, like a desk phone, that are set up for the user. If ‘WebRTC’ was chosen instead of ‘Endpoints’, calls to the user initiated through the softphone directory would only route through the softphone, not through any IP endpoints.

• FW Number - - -

  • • If the following settings were set to ‘FW Number’, it would be necessary to define what number to route these calls to.

Voice container

• • • • • Extension Calls Route To

        • Queue/Ring Group Calls Route To

Status container

• • • • • Status Routing - Busy

        • Status Routing - Away

        • Status Routing - Offline

Since none of these settings are set to ‘FW Number’, this setting doesn’t need to be configured and can be left blank. If any of these settings were to change to ‘FW Number’ in the future, while this field was blank, calls would be routed to endpoints.

• Ring Time (Seconds) - 20

  • • The user should have enough time to answer an incoming call even if they are working on another task. Set Ring Time to 20 seconds to give the user plenty of time to answer the phone before the call ends or is sent to voicemail.

Ring Time is commonly set between 15-30 seconds.

• Call Recording - None

  • • In this case it is unnecessary to record calls the user makes outside of a queue. Because of this, set call recording to ‘None’.

When the user is working in their queue, the queue’s call recording settings apply. This means user Call Recording settings work independently of Queue Call Recording settings.

• Caller ID - 317-562-0417

  • • Set the user’s Caller ID to the organization’s standard caller ID for users. If the user makes a non-queue call outside of the organization ‘317-562-0417’ will be displayed. When the user makes an outbound queue call outside of the organization, the queue’s caller ID will be displayed.

• Extension - 107

  • • Choose a unique extension that follows your organization’s extension numbering conventions. The number 107 works here.

• Music On Hold - Default

  • • Select ‘Default’ for music on hold because custom music isn’t needed for this user’s outbound calls. When the user makes outbound calls in the queue, the queue’s Music On Hold settings will apply.

• SIP Trunk - - -

  • • Leave this blank since a SIP Trunk was not configured to connect the SIP server to the avaya.cx network.

• SIP Translation - - -

  • • Leave this blank since a SIP trunk was not configured to connect the SIP server to the avaya.cx network. There’s no need for SIP translation.

Read more

• Overview: Routing extension calls (Console)

• Upload music files for wait and hold music (Console)