Pre-Call Application
This feature allows you to trigger a specific action before any outgoing call is made by an extension.

How to Create the Flow:

1. First, make sure the flow is connected to the extension.
2. When setting up the flow, choose "Custom Action" as the event.
3. Then, select “Pre-Call Application.”

• Create the Flow Based on Your Needs

You can customize the flow to fit your specific requirements. Here’s an example of a flow that's already set up:

1. When an extension makes an outgoing call, the "Pre-Call Application" event is triggered.
2. A message is played before the call connects.
3. After the message, the call connects and then ends.

• Connect the flow to the Extension

• In the Phone system
• View System
• Go to Admin tools 
• Choose the extension that would be connect to flow
• Edit extension

• Click Application and click configuration

• Choose the flow that needs to be connected to ext and click Save

Caller ID when Forwarding

Owner/Admins can determine which Caller ID will be displayed on the transferred/forwarded destination for the users.

• For external forward Caller ID:
  • Assigned Number: extension assigned Caller ID.
  • Caller Number: original caller number.

Caller ID when Transferring

Owner/Admins can determine which Caller ID will be displayed on the transferred destination for the users.

• For external transfer Caller ID:
  • Assigned Number: extension assigned Caller ID.
  • Caller Number: original caller number.

Private Caller ID

Allow users to choose Private as their Caller ID when making outbound calls.

Auto Attendant Numbers

Allow users to choose the assigned auto-attendant numbers as their caller ID when making outbound calls.

Randomize Caller ID:

This feature allows you to randomize the selected Auto Attendant numbers as caller IDs. This will apply to the following scenarios:

• Normal Outgoing Calls (Extension directly makes Outgoing Calls)
• Caller ID when Transferring externally - Assigned Caller ID
• Caller ID when Forwarding externally - Assigned Caller ID
• Campaign Outbound Contact Center - Respective Extension Caller ID

Due to regulations in several countries, 1 Caller ID cannot be displayed simultaneously (1 Caller ID cannot be used in 2 or more calls at the same time), So, 

• When a Phone-System-Extension initiates a call, the system will automatically assign the next available Caller ID from the pool in a Round-robin method. 
• Once all Caller IDs have been used, the system will loop back the first Caller ID in the pool.

Limitations:

• If the total of Auto Attendant numbers in the Pool are less than the total Phone System Extensions in the Organization, system will not allow to set randomize Caller ID feature.
• If the total of Auto Attendant numbers in the Pool are greater than the total Phone System Extensions in the Organization, system will allow to set randomize Caller ID.

Example:

Prerequisites:

• Caller ID Pool: N1, N2, N3, N4, N5
• Extensions: 100,101, 102, 103
• Phone System Admin enabled these 5 numbers as Caller ID Randomize for these 4 extensions.

Assign the created call rules to user:

• Inbound Call Rule - Users have the option to choose “None” as their inbound call rule.
• Outbound Call Rule
• Passcode:
  • A chain of digits that users have to press when they call to a specific destination.
    • Process: Dial a number to passcode-required countries > Enter the passcode after the prompt message > Call connected.
    • Passcode should be between 4-8 digits. 
  • Click HERE to find out more about how passcode works with your country whitelist.

Supervisor can set call recording notification sound for the user by checking “Play periodically when recording” for the users to notify them that the call is being recorded.

• User must be assigned Call recording license to use this function
• User must enable Call recording in their settings for incoming / outgoing calls
• This beep sound will be heard by both Caller and Callee

Compliance tab also supports Beep sound for both External  / Internal Call Transfer.

• The Beep Sound for Incoming and Outgoing will be played when both parties are connected.
• For external call transfer, it follows the setting of the Phone System Extension
• For internal call transfer (both are Phone System Extensions), it follows the setting of the extension who initiated the call.

• Call Waiting:
  • This feature helps users to be notified that another caller is trying to get through their line while they are currently engaged on a call. 
  • Users are able to choose whether to accept or reject the new call or keep talking on the line.

When there are incoming calls ringing directly to the Extension’s devices, the system will check the followings 

• Call States:
  • Free
  • Others: Dialing, Talking, Holding
• Call Waiting:
  • Disabled: 1 Concurrent Call 
  • Enabled: 2 Concurrent Calls

In case the incoming call reaches the Concurrent call limit of the Extension (3rd call), the call will drop and show status as “Failed”.

• Auto Answer Calls

This feature supports auto answer incoming calls for extension, which will be controlled by Phone System Admin. Users will see a prompt in their desktop app when this function is enabled.

• Callback

This feature supports Auto Callback feature for 1 specific use case when a user is busy on another line so that every call will be handled.

Phone system extension can only enable either call waiting or call back. These two features cannot work at the same time.

Call flow:

• Direct incoming call to Phone System Extension, who is talking with another
• This extension enabled the callback feature. 
• For the incoming call to that extension that cannot be handled, the caller will hear a message: “Hi, I'm currently busy. Please press 1 to request a call back, or press 2 to end the call. Thank you.”
• Press 1 or 2 to request a callback or end the call.
  • 1 = After the extension is free → The System will trigger a Call back.
  • 2 = The call will end as a Missed Call

• Debug Mode:
  • If this mode is turned on, users using Mobile and Desktop App will be able to submit app logs whenever they face problems with the apps. This will help our technical team identify the issue faster.
• Android Background:
  • This option allows the Admin/Owner to hide the android background icon on the mobile app.
    • For existing users its enabled by default. 
    • For new users its disabled by default.

(Please note that the user must refresh the app after enabling/disabling android background.)

Grant permission for users to view contacts belonging to the connected organizations.

• Call Recording:
  1. Allow users to configure the Call Recording settings by themselves. 
  2. Allow users to access their own Call Recording files. 
• DNC:
  • Allow users to configure the DNC settings by themselves. 

• Personal Configuration:
  • Personal configuration determines whether a user with a Phone System Base License can access Phone System - View - Me or not. The Owner of the Organization and Admin with Phone System Permission Group has access to control these settings.
  • By Default, all Users who have been assigned a Phone System base license at provisioning steps can access the Phone System - View - Me.
  • After the Owner or Phone System Admins disable the access feature:
    • Users cannot access the Phone System - View - Me on the Web Portal anymore
    • Users can still access their assigned Mobile or Desktop apps.

Allow User to select Public Holiday at User level & Organization level:

• No Holiday: Not follow any Public and Customized Holidays. If users choose this option, they won’t have any Public Holidays to follow.
• Follow the Organization’s Holiday: Applicable for both Public and Customized Holidays.This extension will follow Organization's Public Holiday
• Follow the Personal Holiday: Select a Public Holiday by Country. If users choose this option, they are allowed to select the Public Holiday of a specific country.

Allow the Owner/Admin of the Organization to set Usage Limit in Duration (minutes) for Normal Phone System Extension (without the Contact Center license assigned). The limit will automatically reset on the 1st day of the next month.

• If the Limit is reached before the extension makes the outgoing call
  >> The call will not go through
  >> The caller will hear a warning Message: “Your extension has reached limit usage this month. Please contact your admin to assist further."
  >> Display call hangup reason: "Reached Usage limit"
   
• If the Limit is reached during the ongoing call
  >> Do not drop the call
  >> Let the user finish/end the call by himself
  >> The next call will be blocked due to Usage Limit being exceeded

Note:

If the extension is assigned the license for Contact Center, disable the button and DO NOT allow the user to toggle on/off