Once the extension has been added to the account & the agent/device is paired to the extension
Please see - Associating the extension with the user
Here, you can change the rules and how the extension acts,
these rules are used for when calls come into the extension as a DDI (direct dial in)
OR
if an internal call is being made to this extension.
- Voicemail to Email - using a valid email address in this field, if a voicemail goes to the inbox of this extension, a copy of the voicemail will be sent with an audio file of the voicemail and transcript of what was said
-
Call Limit / Call Waiting Action - when a call comes into this extension while on a call, it will hit this action & you can select from the following actions:
- Busy Tone - the caller will hear a busy tone and the call will end
- Voicemail Busy Message - the caller can leave a voicemail (the extension's voicemail must be setup)
- Select Extension or Leave Voicemail - the caller can select the extension to send the call to or leave a voicemail
- Ignore the Call Limit - (default action) allows call waiting. the 2nd call will be held until the extension is ready to take the call
- Trigger the Busy Action - if a 2nd call comes into the extension, it will action the DDI Busy Action
-
Timeout Action - when a call hits the timeout value, it will action the following options:
- Voicemail - the caller can leave a voicemail (the extension's voicemail must be setup)
- Busy Tone - the caller will hear a busy tone and the call will end
- Diverts to another Extension/Shortcode/DDI - you can select the extension to divert the call to/ use a shortcode / send the call to another number (including external/mobile numbers if you wish)
-
DDI Busy Action - when a call comes into this extension while on a call, it will hit this action & you can select from the following actions:
- Voicemail - the caller can leave a voicemail (the extension's voicemail must be setup)
- Busy Tone - the caller will hear a busy tone and the call will end
- Diverts to another Extension/Shortcode/DDI - you can select the extension to divert the call to/ use a shortcode / send the call to another number (including external/mobile numbers if you wish)
-
Device Monitor - using a valid email address in this field, you will receive an email notification to this specified address if the extension goes offline for more than 5 minutes.
please note - this will only work between the hours of 09:00 to 17:00 in the GMT time zone.
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Allow to be listened to / Allow to listen to others without PIN - only available on premium/enterprise subscriptions, please see more here
Live Call Monitoring