Frequently Asked Questions

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN TAB tab.
3. Locate the Music On Hold settings.
4. Click the button.
5. Select a music category from the Select Music Category listing.
6. To hear a preview of a particular song, click on a selection below the Song Title column.
7. Click the radio button next to the song you want to use for Music On Hold.
8. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN TAB tab.
3. Locate the Call Preview Detail settings.
4. Click on the button to determine which Call Preview Detail settings to use.
5. Once you have determined your settings, click the checkbox next to each option that you would like your extension owners to hear.
6. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN TAB tab.
3. Click on the Advanced Configurationlink near the top of the page.
4. Locate the System Time settings.
5. If you know the time difference between your time zone and GMT (Greenwich Mean Time), you can select that value from the list below the System Time Offset From GMT heading.
6. If you do not know the time difference between your time zone and GMT (Greewich Mean Time), click the button.
7. Click the button to save your changes.

To add an extension, perform the following steps:

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN TAB tab.
3. Click on the Extensions link from the menu on the left side of the page.
4. Click on the Create New link from the menu on the left side of the page.
5. Enter all the required information on the Create Extension screen.
6. Click on the button if you need further information about the fields on the page.
7. Click the button to save your changes.

To remove an extension, perform the following steps:

1. Repeat steps 1 - 3 from the procedure above.
2. From the list of extensions, locate the extension you would like to remove.
3. Click the Delete link from the right-most column.
4. Click the button on the Delete Extension page to save your changes.

Note: Please be aware that once an extension is deleted, all the information it contained cannot be recovered. In addition, voicemails and faxmails associated with the extension are also permanently deleted and unrecoverable.

System administrators can change the following settings on each extension:

1. Enable or disable a caller's ability to leave an Extension Owner a voicemail message.
2. Give the extension owner system administrator access to the Virtual PBX.
3. Create an extension that only acts as a mailbox for voicemail and faxmail messages.
4. Determine whether or not the extension owner's name appears on the web and phone based company directories.
5. Blocks an extension owner from changing their settings.
6. Force the extension owner to re-record their name and greeting.
7. Change where a user can receive outbound calls from the Virtual PBX.
8. Change a user's dialing privileges.

Changing an extension's settings

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Extensions from the left menu.
4. From the list of extensions, locate the extension owner that you would like to edit.
5. Click the Edit link for the chosen extension.
6. The window that pops-up is known as the Extensions Manager. Click on the CONFIG tab inside the Extensions Manager.
7. Locate the Settings options.
8. Click the checkbox by each option that you would like to enable or disble for the extension.
9. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Extensions link from the menu on the left side of the page.
4. From the list of extensions, locate the extension owner that needs further outbound connection privileges.
5. Click the Edit link for the chosen extension.
6. The window that pops-up is known as the Extensions Manager. Click on the CONFIG tab inside the Extensions Manager.
7. Locate the Outbound Connection Privilege settings.
8. From the list of locations, choose where you want to extend the outbound connections.
9. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Extensions link from the menu on the left side of the page.
4. From the list of extensions, locate the extension owner needing further dialing privileges.
5. Click the Edit link for the chosen extension.
6. The window that pops-up is known as the Extension Manager. Click on the CONFIG tab inside the Extensions Manager.
7. Locate the Outbound Dialing Privilege settings.
8. From the list of locations, choose where you want to extend the extension owner's outbound dialing privilege.
9. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Extensions link from the menu on the left side of the page.
4. From the list of extensions, locate the Extension Owner that requiring the password change.
5. Click the Edit link for the chosen extension.
6. The window that pops-up is known as the Extensions Manager. Click on the CONFIG tab inside the Extensions Manager.
7. Locate the Profile Information settings.
8. Enter a password in the text boxes below the Phone Password and Web Password headings.
   NOTE: Phone passwords should be between 4-10 characters, numbers only.
   Web passwords are case-sensitive and should be between 6-32 characters in length, alpha-numeric and special characters are allowed.
9. Enter your password(s) again in the text boxes below the Confirm headings.
10. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Extensions link from the menu on the left side of the page.
4. Complete the procedure to add a new extension.
   Note: When creating the new extension, make sure that you choose Mail only from the Extension Type listing on the Create Extension page.
5. From the list of extensions, locate the extension you just created.
6. Click the Edit link for your chosen extension.
7. The window that pops-up is known as the Extension Manager. Click on the CONFIG tab inside the Extensions Manager.
8. Locate the Settings options.
9. Click No next to the Allowed To Receive Voice Mail option.
10. Click the button to save your changes.

When a caller reaches this extension, an outgoing message is played after which the caller is returned to the auto-attendant.

The easiest way to understand extensions and ACD queues is to regard an extension as belonging to an individual in your company, while an ACD queue is meant for groups of individuals or a department. An incoming caller can reach an individual by simply entering that person's extension number. But, if a caller knows what they need but not whom to talk to, they can access an ACD queue with a number of people that might be able to assist them. Further, An ACD queue allows an employee in your company to be a part of many departments while still allowing their extension to be reached by individual callers that require that employee specifically.

System administrators can log an extension owner into and out of an ACD queue either through the Extensions Manager or through the specific ACD Queue's Extensions Login/Management list.

ACD queue login/logout through the Extensions Manager

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. From the list of extensions, locate the Extension Owner that you would like to login/logout of an ACD queue.
4. Click the Edit link for the extension.
5. The window that pops-up is known as the Extension Manager. By default, the CALL ROUTING tab will be open.
6. Locate the ACD Queues settings.
7. Below the Login column, any ACD queue that an extension owner is logged into will have a check by the Name of the queue. Any ACD queue that an extension owner is not logged into will not have a check by the Name of the queue.
   Click on an "unchecked" checkbox to log an extension owner into an ACD queue.
   Click on a "checked" checkbox to log an extension owner out of an ACD queue.
   
8. Click the button to save your changes.

ACD queue login/logout through an ACD Queue's Extensions Login/Management list

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on ACD Queues from the left menu.
4. From your list of ACD queues, locate the queue where your extenions owner needs to be logged-in/out.
5. Click the Manage link for the chosen queue.
6. Locate the name of the extension owner that needs to be logged-in/out.
7. Click the checkbox from the Login Column of the ACD Queue's Extensions Login/Management list to enter an extension owner into a queue.
8. Click the checkbox from the Login Column of the ACD Queue's Extensions Login/Management list again to remove an extension owner from a queue.
9. Click the button to save your changes.

When a new extension is created, including extensions that have system administrator privileges, the Skills Based Ranking for that extension is set to Blocked. Once an extension has been given a ranking, the extension owner can be entered into an ACD queue. To enable Skills Based ranking for and ACD queue and to change an extension owners Skills Based Ranking, follow the procedures detailed below.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on ACD Queues from the left menu.
4. From your list of ACD queues, locate the queue that requires Skills-Based Ranking.
5. Click the Config link for the chosen queue.
6. Click the Advanced ACD Queue Options link at the top of the page.
7. Locate the Skills Based Ranking settings.
8. Click the Enable option to activate Skills-Based Ranking for the queue.
9. Click the Disable option to deactivate Skills-Based Ranking for the queue.
10. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on ACD Queues from the left menu.
4. From your list of ACD queues, locate the queue that you want the extension owner to access.
5. Click the Manage link for the chosen queue.
6. Locate the extension owner from the ACD Queue's Extensions Login/Management listing.
7. From the Rank colum for the extension, choose a ranking for the extension.
8. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on ACD Queues from the left menu.
4. From your list of ACD queues, locate the queue that needs its name changed.
5. Click the Config link for the chosen queue.
6. Locate the Queue Name settings.
7. Enter the new queue name into the available text box.
8. Click the button to save your changes.

Note: These changes do not effect the spoken queue name that extension owners hear when they receive a call from the ACD queue they are logged into.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on ACD Queues from the left menu.
4. From your list of ACD queues, locate the queue that needs its music on hold modified.
5. Click the Config link for the chosen queue.
6. Locate the Music On Hold settings.
7. Click the button.
8. Select a music category from the Select Music Category listing.
9. To hear a preview of a particular song, click on a selection below the Song Title column.
10. Click the radio button next to the song you want to use for Music On Hold.
11. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on ACD Queues from the left menu.
4. Click on the Advanced ACD Queue Options link below the ACD Queue Configuration heading.
5. Locate the Call Preview Detail settings.
6. Click on the button to help you determine which Call Preview Detail settings to use.
7. Once you have determined your settings, click the checkbox next to each option that you would like your extension owners to hear when they receive a call from and ACD queue.
8. Click the button to save your changes.

By default, a Virtual PBX is not setup to receive faxes on an ACD queue. However, an ACD queue can be configured to receive a fax by performing the following procedure.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on ACD Queues from the left menu.
4. Click on the Advanced ACD Queue Options link below the ACD Queue Configuration heading.
5. Locate the Faxes to Queue Operator Settings settings.
6. Click the checkbox next to Listen for faxes during music on hold
7. Click the button to save your changes.

NOTE:You must have System Administrator privileges to perform the following steps.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Phone Numbers from the left menu.
4. From your list of phone numbers, locate the number that must be edited.
5. Click the Edit link from right-most column.
6. From the Phone Number Configuration page, locate the Ring-To Location settings.
7. Click on the button to help you determine which Ring-To Location setting to use.
8. Click the radio button next to the desired Ring-To Location.
9. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Phone Numbers from the left menu.
4. From your list of phone numbers, locate the number that you would like to identify by name.
5. Click the Edit link from right-most column.
6. From the Phone Number Configuration page, locate the Phone Number Name setting.
7. Enter the new name for the phone number in the text box provided.
   Note: a Phone Number Name can have a maximum of 32 characters.
8. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Conferencing from the left menu.
4. Click on the Bridge Config link below Conferencing.
5. Below the Conference Privileges settings, locate the Conference Bridge Enabled option.
6. Click Yes to enable conferencing.
7. Click No to disable conferencing.
8. Click the button to save your changes.

1. Login at https://vconsole.virtualpbx.com/
2. Click on the ADMIN tab.
3. Click on Conferencing from the left menu.
4. Click on the Bridge Config link below Conferencing.
5. Below the Conference Privileges settings, locate the Set Extension Conference Privileges option.
6. Click the button.
7. From the Extension Conference Privilges list, locate the extension owner that needs access to conferencing.
8. From the Status column for the extension owner, click Enable to activate conferencing for the extension owner.
9. Click Disable to deactivate conferencing for the extension owner.
10. Click the button to save your changes.