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FAQs


The following is a listing of some of the more common questions asked about Virtual PBX®. If you don’t find your answer here, contact us by calling 1-888-825-0800 and we’ll be happy to answer any questions you may have.
The following procedures are most relevent to users with System Administrator access.
Please click on a topic to expand or collapse the solution.
basic configuration
  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 Update Button 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 Help Button 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 Update Button button to save your changes.
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the ADMIN tab.
  3. Click on the Call Recording link in the gray boxes on the left side of the page. If you do not see this link (below the Day/Night Mode link), call recording is not yet enabled for your system. Please contact our support department to have it enabled.
  4. Select the options you want.
  5. Click the Update Button button to save your changes.
The above settings apply to calls that are routed directly to extensions and not through ACD queues. To set options for call recording in ACD queues, take these steps:
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the ADMIN tab.
  3. Click on the ACD Queues link in the gray boxes on the left side of the page.
  4. Click on the Config link, at the right, for the ACD queue you want to configure.
  5. Scroll to the bottom of the page.
  6. Select the setting you want in the Call Recording section on the left side of the page.
  7. Click the Update Button button on the
For more information about using call recording features, view one of these videos:
  1. Call Recording for Systems Administrators
  2. Call Recording for Extension Users
  1. Create an ACD queue, named “Live Operator” using ConfigWizard (link at the bottom of the Auto-Attendant Advanced Configuration screen in the Admin tab). Set this queue to have a very short wait time.
  2. Create a mail-only extension that is not allowed to receive messages, and assign this extension as the queue operator extension for the queue created in step 1.
  3. Go to Admin>Phone Numbers, and click Edit for the phone number(s) for which the operator will be answering calls. In the Ring-To Location at the bottom left, select the “Live Operator” queue as the destination for incoming calls.
  4. Have the live operator(s) log into the operator queue when available to take calls and log out at the end of the day.
  5. When an operator is logged in, calls will automatically ring to the operator. When no one is logged in, the calls will bounce to the mail-only extension and then to the auto-attendant menu.
  6. To do this properly, you should probably have a short auto-attendant greeting such as “Thank you for calling ACME Corporation, please hold while we connect your call”, and a more detailed VMail Return greeting that tells people options for extensions and or queues that they can dial direct.
  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 Get Offset Button button.
  7. Click the Update Button 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 Help Button button if you need further information about
    the fields on the page.
  7. Click the Update Button 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 Update Button 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 Update Button 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.
    strong>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 Update Button 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 Update Button 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 Update Button 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 Update Button 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 Update Button 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 Update Button 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 Update Button 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 Update Button 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 Update Button 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 Update Button 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 Help Button 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 Update Button 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 Update Button 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 Help Button 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 Update Button 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 Update Button 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. Select Yes for Enable Conference Bridge for the System
  5. Assign an auto-attendant menu option for callers to press to enter the conference bridge – usually this is the 9 key. You will probably want to change your auto-attendant greeting so callers will know which digit to press to enter a conference. You can modify your greeting through the RECORDINGS tab.
  6. Enable conference privileges for all extensions by clicking on the selection box or individually by clicking on the Edit button.
  7. Click the Update Button button to save your changes.
advanced configuration
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the ADMIN tab.
  3. Click on AutoRoute from the left menu.
  4. Click on the Create New link that appears below AutoRoute.
  5. Fill in the information on the page according to the ? icon in the upper right.
  6. Click the Update Button button to save your changes.
To delete an AutoRoute, perform steps 1-3 above then do the following:
  1. Locate an AutoRoute number that you would like deleted.
  2. In the right-most column corresponding to the number click on the Delete link.
  3. Click the Update Button button to confirm the delete.

AutoRoute numbers can be modified based on the Caller ID of the incoming call; on a routing action, where the number is blocked or sent to a location in the system; and the specific destination based on the routing action.

  • Caller ID: At any time an AutoRoute number can be modified to be 4,5,6,7 or 11 digits in length. Respectively, this corresponds to:
    • 1+ a 3-digit Area Code
    • 1+ a 3-digit Area Code + 1st digit of the prefix
    • 1+ a 3-digit Area Code + 2 digits of the prefix
    • 1+ a 3-digit Area Code + 3 digit prefix
    • The complete phone number
  • Route Action: Once the CallerID is verified a call can be blocked, or, sent to the system operator; a specific extension or the extension’s voicemail or faxmail; or any available ACD queue.
  • Destination: When calls are sent to an extension or an available queue, which specific extension or queue can be defined and changed at any time.

Use AutoRoute when you know that there are certain numbers that you would like blocked or redirected to specific individuals or departments. Here are some usage sceanarios:

  • Acme Cogs and Widgets are proud to offer a dedicated customer service team. To support the team they create a list of area codes in the areas that they have customers. Calls arriving from these area codes are sent to departments of sales agents that understand the unique needs of those regions.
  • MegaMail takes their customer support experience even further. They enter the contact phone numbers of their VIP customers and send those callers to dedicated employee extensions that only handle the most important accounts.
  • Mom’s Cookies is plagued by telemarketers despite the do-not-call list. She makes a note of their CallerID when they call and adds them to an AutoRoute list that blocks them completely if they call again.
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the ADMIN tab.
  3. Click on Day/Night Mode from the left menu.
  4. Click on the radio button next to Manual to switch to Night Mode.
  5. Choose a routing for calls during Night Mode by selecting either Normal or To Voicemail.
  6. Click the Update Button button to save your changes.
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the ADMIN tab.
  3. Click on Day/Night Mode from the left menu.
  4. Click on the radio button next to Scheduled to create a set of business hours for your system.
  5. For each day of the week, choose an Option, set your business hours using the Start of Day and End of Day menus, then select the call routing.
    • Click the button next to Scheduled to set your VirtualPBX to automatically switch the Day/Night mode.
    • Choose Scheduled to activate the time settings below the Start of Day and End of Day columns. These pull-downs represent your business hours in a 24-hour format. Set your business hours accordingly.
    • Choose Closed to establish those days that you do not have business hours.
    • Choose Open all day to set days that require 24-hour operation.
  6. Click the Update Button button to save your changes.

Whereas AutoRoute utilizes CallerID and your some predefined routing information to send a caller to specific destinations in the Virtual PBX, SelectRoute prompts your callers for some unique input that you designate. For example, a virtual call center might have their customers enter a zip code or an account number. Based on a table of available data, calls can then be directed to specific locations in a Virtual PBX much like AutoRoute.

SelectRoute is used when you want your callers to provide a piece of information before they are routed to specific locations in a Virtual PBX. The possibilities are almost limitless but they begin with what information your business needs. This information is stored as your SelectRoute Data.

SelectRoute Data is simply a table of unique numbers that correspond to information that you can reliably expect your users to enter. Individual SelectRoute entries are 1-10 digits and can be whatever pertinent data you require. For example, account numbers, zip codes, special promotional codes, etc.. Here are some usage scenarios:

  • PhoneFixers provides an in-home/in-office service that helps peoples fix their broken cell phones. To facilitate the needs of their repair people in the field, they’ve implemented a SelectRoute table with entries for the area codes that they service. Callers that reach PhoneFixers are prompted to enter their area code, and the call is then forwarded to a department of field service personnel in the area code the caller enters.
  • Restaurant Supply like to send out bi-monthly mailers that inform the eateries they service about new items and special inventory sales. They include special codes in every mailer that a potential customer can use to find out further information. These special codes are also stored as SelectRoute data in Restaurant Supply’s Virtual PBX. When callers utilize this code, they are sent to a special message-only extension where they can hear unique call-in information, leave a message, or reserve products.
  • Frequent-Fly Hawaii is a travel agency that offers specialized services for their returning customer, part of which is a dedicated agent. They maintain a list of SelectRoute entries that correspond to account numbeers that have booked more than a couple of trips. Returning customers that call the Frequent-Fly Hawaii reservation line can enter their account number and be sent to a specific that can count on to handle their travel needs.

If you would like to add SelectRoute to your system, please contact our Support team at 888-825-0800, option ‘2’.

The following information assumes that you have added the SelectRoute option to your system.

  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the ADMIN tab.
  3. Click on SelectRoute from the left menu.
  4. Click on the Create New link that appears below SelectRoute.
  5. Enter a value in the first text box. This column will be labeled something unique based on your system.
  6. Select a Route Type.
  7. If you’ve chosen Queue ID or Extension ID you’ll be able to choose one of your system’s queue; or you can enter a specific employee’s extension.
  8. Click the Update Button button to save your changes.

For any given SelectRoute entry you can add or delete the entry or change the extension or queue that it is directed towards.