Introduction

activeSWITCH End User Guide

activeSWITCH system is a scalable telephony solution featuring a range of traditional telephony and emerging VoIP technologies. The creation of a national/global voice networks in addition to a complete range of Analog, Digital, and VoIP channels, all fully supported. Functionality includes: Voicemail, IVR, ACD Queues, Real time all recording/monitoring, Conferences, Auto Provisioning, Music on Hold and much more.

Login


In order to login into the online self-care point your browser to: http://$IPADDRESS/ (For Example: http://192.168.1.1/)

Email:

Login

Email address as supplied with system extension

Example: john@domain.com

Field Type: String, [0-9]

Password:

Extension Password

Field Type: [0-9]

Administration Interface

Administration Interface
Administration Interface

My Details


User can manage his email account and PIN associated with his extension.

NOTE: If user has voicemail account only(no system extension), this feature will be disabled.

E-mail:

My Details

User email address associated with the extension. Used for system notifications

Example: john@domain.com

Field Type: String, [0-9]

PIN (Personal Identification Number):

Auto generated (4 – four) digit number that allows access to voicemail

Example: 5816

Field Type: Display

Directory


The directory will show any extension’s name and number if that extension has the ‘Show in Directory’ option set to Yes.

Directory
Directory
  • Search:

If you have many extensions in a Directory, you can search them by Name, E-mail, or Extension number([a-z][0-9])

  • Name:

Whether to allow searching by extension name(Check box)

  • Extension:

Whether to allow searching by extension number(Check box)

  • E-mail:

Whether to allow searching by e-mails of extension(Check box)

Voicemail


User can manage voice messages left on his extension from this location.

Open:

Opens user folder

Example: Select a folder and click ‘Open’ to display its content

Field Type: Button

Voicemail
Voicemail

Move:

Moves voice messages

Example: Select a voice message. Select destination folder. Click ‘Move’ button

Field Type: Button

Forward:

Forwards message to other user voice inbox

Example: Check a box next to a voice message and click ‘Forward’. Enter destination extension and click ‘OK’

Field Type: Button

Listen:

Plays a voice message

Example: Check a box next to a message and click ‘Play’ to play message in your browser

Field Type: Button

Download:

Download selected voice message to folder locally (converts message to mp3)

Example: Check a box next to a message and click ‘download’ to download and play message in favorite audio player

Field Type: Button

Delete:

Deletes a voice message

Example: Check a box next to a message and click ‘Delete’

Field Type: Button

Msg:

Voicemail message identification number

Example: 0000

Field Type: Display

Caller:

Identifies the user who has left the message by his name and extension number

Example: “BobReilly” <5000>

Field Type: Display

Date:

Time/Date a voicemail has been received in inbox

Example: 13 Apr 2006 15:12

Field Type: Display

Duration:

Time duration of voice message

Example: 00:18

Field Type: Display

Voicemail Options
Once the user is transferred to party’s voice box ‘Please leave a detail message after the tone. If you would like to speak to the operator, press 0’ message will be heard.

User has two options:

  1. To leave a voice message that is ended by pressing # key or by hanging up, or
  2. To reach an operator by dialing 0

If 0 is dialed ‘Press 1 to accept this recording, otherwise please continue to hold’ message will be heard.

User has two options:

  1. Press 1 to save your message and dial the operator. ‘Please hold while i try that extension’ message played.
  2. Continue to hold to delete your message and dial the operator. ‘Message deleted, please hold while i try that extension’ message played.

These options are standard voicemail options with all voicemail settings set to ‘Yes’.

1 Read voicemail messages 

2 Change folders

0 Mailbox options
1 Record your unavailable message
2 Record your busy message
3 Record your name
4 Record your temporary message (new in Asterisk v1.2)
5 Change your password

*Return to the main menu

3 Advanced options (with option to reply; introduced in Asterisk CVS Head April 28, 2004 with ‘enhanced voicemail’)

1 Reply
2 Call back(1)
3 Envelope
4 Outgoing call(1)

4 Play previous message

5 Repeat current message

6 Play next message

7 Delete current message

8 Forward message to another mailbox

9 Save message in a folder

*Help; during msg playback: Rewind

#Exit; during msg playback: Skip forward

** Help

*# Exit

After recording a message (incoming message, busy/unavailable greeting, or name)

1 Accept
2 Review
3 Re-record

0 Reach operator(1) (not available when recording greetings/name)

Enhanced Services


Precedence

Enhanced services are ordered by priority (marked by numbers 01, 02 …). A higher priority equals higher precedence of the enhanced service. For example, due to the similarity of ‘Follow Me’ and ‘Group Hunt’ services, if both are enabled, ‘Follow Me’ will be executed due to higher precedence and not the ‘Group Hunt’.

Accessibility options
Accessibility options

Each service has two or more accessibility options:

Unavailable

Unavailable
Unavailable

Available

Available
Available

PIN Required

PIN Required
PIN Required

To enable specific service, press select button next to the available icon for that particular service and click save. If service requires additional settings edit button next to it will become available. Pressing the edit button will open up a window with additional options for that specific service.

CallerID

Custom Caller ID displayed on the UAD/Phone display of the called party. Any information provided here will override the default Caller ID (Extension number and user name)

  • System/Network Caller ID

Information provided here will replace default Caller ID information on the System/Network level. Set this option to ‘JaKe 2007’ and call extension 1005, for example. On the display of the 1005 UAD/Phone, ‘JaKe 2007’ will be displayed as a caller id information on system/network level.([a-z][0-9])

Caller ID Options
Caller ID Options

  • Emergency CallerID:

CallerID entered here will be used only for calls to Emergency Services numbers as set on your activeSWITCH system.
([a-z][0-9])

  • Allowed list of CallerIDs (via App and Access Code)

You can add list of CallerIDs that you would like to allow to be used for outbound calls. This option can be used from Communicator desktop by simply selecting caller ID number from the list in your Communicator client. Although, this option is impractical to use on the deskphone itself you can still use it by entering 65[Caller ID number as entered in the list]*[Number you wish to dial] on your dialpad. If you have a Caller ID number 02033998800 added to this list, and you would like to dial number 0019542788470 using this caller ID you would have to dial *65020339988000019542788470

Allowed list of CallerIDs
Allowed list of CallerIDs
  • Trunk CallerID

For each trunk available on the system, there will be a field in which you may set a custom Caller ID that is used when calling over that specific trunk.(ex. John Cricthon)
([a-z][0-9])

  • Privacy

What anonymity to use when setting CallerID on a trunk. If selected option contains Privacy ID that field will be added to SIP header.

  • Anonymous – puts “anonymous <anonymous>” in trunk CallerID field, which means that CallerID name and number will be anonymous when dialing out of that trunk.
  • Anonymous with Privacy ID – Same as above but adds Privacy ID to SIP header.
  • Anonymous with number – Set anonymous CID name but allow showing number.
  • Anonymous with number and Privacy ID – Same as above but adds Privacy ID to SIP header. (Select box)

Call Pickup

This service enables user to pickup ringing calls of the same call group. Dial ‘*8’ to pickup a call from the same call group, or ‘*88 + $EXTENSION’ to pickup calls from different call groups.

Call Pickup
Call Pickup

(Option buttons)

Example:

Extension A:

  • Call Group = 1
  • Pickup Group = 3,4

Extension B:

  • Call Group = 2
  • Pickup Group = 1
  • If A is ringing, B can pick up the ringing call by dialing ‘*8’.
  • If B is ringing, A cannot pickup the ringing call because B’s call group = 2, and A can pickup only call groups 3 and 4.

TIP:

Grouping works only within a technology (SIP to SIP or IAX to IAX).

Last Caller options

Last Caller

This service will dial the last extension that was calling you. For example, dial ‘*149’ to hear the extension number and then press ‘1’ to call that number.

Last Caller options
Last Caller options

NOTE: Access code for this service can be customized through ‘Settings: Access Codes’

Call Filters & Blocking

This service filters and blocks all incoming calls based on a set of rules. For example, calls can be filtered based on whether they are anonymous or belong to a specific caller or telemarketer.

TIP:

Access code for this service can be customized through ‘Settings: Access Codes’.

Call Filters & Blocking Options
Call Filters & Blocking Options
  • Caller Number

Anonymous caller or defined number which will be sent to the destination. Anonymous caller or when you click on the PLUS sign you will have a new line in which you could set a number like 062123456.(Select box)

  • Destination Type

Type of the destination to where the call with the Caller Number will be directed. If the chosen type is ‘Always Busy’, once the extension set in Caller Number dials in, the Busy signal will be heard.NOTE: Any number of callers can be added by clicking on the plus icon. (Select box)

  • Destination

This is where you enter the destination to which you want to direct calls if a suitable type is chosen like: Call Forwarding or Voicemail. Also if a type was Ring tone then you could set a Custom ringtone for known UAD registered on this extension.

(ex. 1008 or <Simple-2>)

([a-z][0-9])

When a call comes in, it is handled in a way defined by the Destination Type select box.

For Anonymous callers:

  • Call Forward

Incoming call is forwarded to a given number in the Destination field.

  • Privacy Manager

To reach you, anonymous caller must set their CallerID.

  • Always Busy

You are always busy for anonymous callers.

  • Voicemail

Anonymous caller is forwarded to a given extension’s voicemail.

  • Not in service

Called number is ‘Not in service’.

  • Ring Tone

With this option, it is possible to set a custom ring tone for anonymous callers (or known ones, too).


For specific extensions:

  • Call Forward Number

Incoming call is forwarded to a given number in the Destination field.

  • No Answer

Incoming call isn’t answered.

  • Busy

You are busy for incoming calls from this extension.

  • Voicemail

Incoming call is forwarded to a given extension’s voicemail.

  • Not in service

Called number is ‘Not in service’.

  • Ring Tone

With this option, it is possible to set a custom ring tone for this caller.

Setting custom ring tones

When the Ring Tone is selected as a Destination Type, enter the following into the Destination field:


For AASTRA phones:<Bellcore-drX> – where X is a number of the ring tone, usually [1-5]

For CISCO phones<Bellcore-drX> – where X is a number of ring tone

For LINKSYS phones: Enter a name for the ring tone, Simple-5 or Classic-2 for example

For POLYCOM phones: You need to edit sip.cfg and ipmid.cfg. In the sip.cfg file, look for the line with these variables:

<alertInfo voIpProt.SIP.alertinfo.1.value="SIP".alertInfo.1.class="8" …>

‘value’ and ‘class’ are important. With ‘class’ you choose which ring class you will use, when you set ‘value’ as sip header.

In this specific case, sending SIP header with the value ‘sales’ [SIPAddHeader(Alert-Info: Sales)] will cause the telephone to use a ring tone which is set in class 8 in ipmid.cfg file. In ipmid.cfg, class 8 line looks like this:

<SALES se.rt.8.name="Sales" se.rt.8.type="ring" se.rt.8.ringer="3" se.rt.8.callWait="6" se.re.8.mod="0">

So in our case, the phone will use ring tone No. 3.

Signs like empty spaces or ” signs are not allowed in ring tone names, but they can be used with a backslash in front ( like \” ). Most phones support only default, not custom ring tones.

Do Not Disturb

This service temporarily redirects all incoming calls to a set destination number. For example, if you wish not to be disturbed, you may activate this service, Set ‘Destination’=’Voicemail’, enter ‘1000’ in the field bellow and set ‘Duration’=’1’. This will redirect all calls coming to your extension to voice inbox of the extension 1000.

  • Do Not Disturb

Activate the DND service.(Not Active/Temporary/Permanent).(Option button)

Do not disturb
Do not disturb
  • Destination

Destination to be dialed once DND is enabled.(ex. Select between ‘Voicemail’ or ‘Call forward’. If Voicemail is set, then in the field bellow type the voice mailbox number, ‘1002’ for example).([0-9])

  • Duration

If you choose to activate DND temporarly, here you can set time in hours DND service will be active for.(ex. Set ‘1’ to enable the service for one hour).([0-9])

Call Screening

As the name suggests, if this option is turned on in Enhanced Services of the extension, it will offer Call Screening for that extension in the following manner:

  • Call Screening must be enabled in the Enhanced Services of the extension
  • Add one or more destinations to the Call Screening list
  • When someone calls that extension, one will be presented with a choice:
  1. Say your name and wait while the call is being made to one of the destinations in the Call Screening
  2. Leave a Voicemail to the called extension
  • If a caller presses ‘1’, he will say his name and destinations in Call Screening will ring at the same time for ‘Timeout’ amount of time. If no one answers the call, the original caller will get the voicemail of the called extension
  • If any destination answers the call, it will be presented with the following options:
  • If you press ‘1’ the caller will be connected to the answering destination.
  • If you press ‘2’ the caller will be able to leave a message to the called extensions voicemail.
  • If you press ‘3’, you will be able to send a call to another phone number.
  • If you press ‘4’, you will say a short message explaining why you are unavailable for example, and that message will be played to the caller after which he’ll be able to leave a voicemail.
  • Destination

Number(s) which the Call Screening will call.(ex. 1004)([0-9])

Call Screening
Call Screening
  • Timeout

Number of seconds during which the Destination(s) will ring.(ex. 32)([0-9])

  • Dial options

Additional dial options when calling the Destination(s).(ex. t)([a-z])

  • Dial Type

Simultaneous – All set destinations will ring at the same time.Sequental – Each destination will ring one at the time, after the timeout call will move to next destination in line.

  • Preamble

Preamble will play pre-recorded message before greeting, if selected from the drop down list. Message file name have to start with “pivr-” in order to be displayed in the list.

  • Greeting

Here you can select a custom greeting message for your Call Screening. The message file has to start with “pivr_” and has to be uploaded to the sounds folder.

NOTE: You can dial *301 to record the greeting using your extension (alternatively you can upload any prerecorded sound file using activeSWITCH sound converter). By default messages recorded this way will be named in this format “greeeting-MONTH-DD-YYYY-hh-mm-ss”, for example “greeting-Feb-24-2013-12-29-36”. In order to get this greeting displayed in Preamble or Greeting list, you will have to rename it so filename starts with “pivr-” for Preamble or “pivr_” for Greeting. In order to do this you will have to navigate to System -> Sound Files in your activeSWITCH GUI and select “G” from the Letter drop-down list. Select checkbox next to your recorded greeting, change the name to preferred value and click Rename button. This will rename your file and it should now be available in the drop-down list.

  • Pause before recording (sec)

Number of seconds to pause before the recorded caller name is played.(ex. 2)([0-9])

  • Max recording length (sec):

Max length of recording in seconds.([0-9])

  • Greeting with name:

(Yes, No)

  • Last Destination

This is the last destination that is called if all others from the ‘Destination’ list don’t answer.(ex. 8877)([0-9])

  • Is Voicemail

Whether Last Destination is Voicemail. (Check box)

Call Forwarding

This service forwards calls to other extensions depending on the extension response/status. For example, calls can be forwarded to other extensions (local/remote) or voice boxes unconditionally, or only if the extension is busy, nobody answers the call, or the line is unavailable.

If none of the destinations answer, the call is directed to the extension’s voicemail.

TIP:

Access code for ‘Unconditional Call Forwarding’ can be customized through ‘Settings: Access Codes’.

  • Play Call Forwarding Message

Notify users of a transfer being made.(ex. If this option is set to ‘Yes’, the caller would hear a ‘Please wait, your call is being forwarded. You’re not being charged for the forwarding part of the call’ message, notifying user that a transfer is being made).(Option buttons)

Call Forwarding options
Call Forwarding options
  • Allow ES CallerID

Allows a callee to see the call as if the current extension is making it.(ex. If this option is set to ‘Yes’ the callee will see the extension from which call is forwarded, otherwise it will see the original caller).(Option buttons)

  • Unconditional

Forward all incoming calls.(ex. Calls can be forwarded to other extension numbers (Local or Remote) and to local voicemail boxes no matter who is calling. The voicemail box of the current extension is the default Destination Type).

  • Busy

Forward all incoming calls if the extension is busy.(ex. Calls can be forwarded to other extension numbers (Local or Remote) and to local voicemail boxes if the line has reached the maximum incoming calls limit. The voicemail box of the current extension is the default Destination Type).(Option buttons)

  • No Answer

Forward all incoming calls if the extension doesn’t answer the incoming call.(ex. Calls can be forwarded to other extension numbers (Local or Remote) and to local voicemail boxes if no one answers the call. The voicemail box of the current extension is the default Destination Type).(Option buttons)

  • Line Unavailable

Forward all incoming calls if the line is unavailable.(ex. In case your line gets cut off or for any reason you cannot connect the UAD/Phone to the system, all calls that were supposed to reach you can be redirected to the extension/voice box number set here. The voicemail box of the current extension is the default Destination Type).(Option buttons)

  • Destinations

In this field you will enter destinations to which you want to forward current calls depending on your extension’s state. You can enter multiple destinations for each state, but they need to be separated by timeout seconds, meaning that when first extension in the list hasn’t answered in timeout seconds, the next one is ringing and so on.(ex. 2222)([0-9])

  • Timeout

Ring time in seconds. After that the current destination will stop ringing.

(ex. 15)([0-9])

Follow Me

This service rings all the provided destinations in a sequence. If call is not answered by any of the provided extensions, it gets transferred to the ‘Last Destination’ extension, which can be Voicemail if ‘Is Voicemail’ option is selected.

TIP:

If placing calls to a mobile/proper number it may take 2-3 seconds until the call is placed over DAHDI

  • Destination

Local/Proper/Mobile numbers to be dialed.(ex. 1005, 1006, 1007, 1008)([0-9])

Follow me options
Follow me options
  • Timeout

Ring time in seconds.(ex. The time in seconds that destinations will ring. If the call is not answered during this period, it gets transferred to the next priority number).([0-9])

  • Dial Options

Additional call properties.(ex. This service can be assigned additional call properties, such as allowing the called party to transfer the call, etc).([a-z])

  • Confirm Calls

With this option enabled you can make sure that the call is answered by a person, not a voicemail. (e.g. If the call is answered by a mobile phone the person picking up the call needs to press 1(or another key on the phone) to answer the phone. If that key is not pressed all phones will keep ringing because call is considered unanswered.)(Check box)

  • Last Destination

The last destination number dialed if none of the ‘Priority’ numbers answers the call.(ex. Set this field to 1005. If none of the extensions answer, extension 1005 is dialed).([0-9])

  • Is Voicemail

Select whether or not the Last Destination is a Voicemail box.(ex. Yes)(Check box)

Dial Options:

  • t – Allow the called user to transfer the call by hitting #
  • T – Allow the calling user to transfer the call by hitting #
  • r – Generate a ring tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don’t insert this by default into all of your dial statements as you are killing call progress information for the user. You almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. ‘r’ makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so.
  • R – Indicate ringing to the calling party when the called party indicates ringing, pass no audio until answered. This is available only if you are using kapejod’s bristuff.
  • m – Provide Music on Hold to the calling party until the called channel answers. This is mutually exclusive with option ‘r’, obviously. Use m(class) to specify a class for the music on hold.
  • o – Restore the Asterisk v1.0 Caller ID behavior (send the original caller’s ID) in Asterisk v1.2 (default: send this extension’s number)
  • j – Asterisk 1.2 and later: Jump to priority n+101 if all of the requested channels are busy (just like behavior in Asterisk 1.0.x)
  • M (x) – Executes the macro (x) upon connect of the call (i.e. when the called party answers)
  • h – Allow the called party to hang up by dialing *
  • H – Allow the caller to hang up by dialing *
  • C – Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command
  • P (x) – Use the Privacy Manager, using x as the database (x is optional)
  • g – When the called party hangs up, exit to execute more commands in the current context.
  • G (context^exten^pri) – If the call is answered, transfer both parties to the specified priority; however it seems the calling party is transferred to priority x, and the called party to priority x+1
  • A (x) – Play an announcement (x.gsm) to the called party.
  • S (n) – Hang up the call n seconds AFTER the called party picks up.
  • d: – This flag trumps the ‘H’ flag and intercepts any dtmf while waiting for the call to be answered and returns that value on the spot. This allows you to dial a 1-digit exit extension while waiting for the call to be answered – see also RetryDial
  • D(digits) – After the called party answers, send digits as a DTMF stream, then connect the call to the originating channel.
  • L (x[:y][:z]) – Limit the call to ‘x’ ms, warning when ‘y’ ms are left, repeated every ‘z’ ms) Only ‘x’ is required, ‘y’ and ‘z’ are optional. The following special variables are optional for limit calls: (pasted from app_dial.c)
    • + LIMIT_PLAYAUDIO_CALLER – yes|no (default yes) – Play sounds to the caller.
    • + LIMIT_PLAYAUDIO_CALLEE – yes|no – Play sounds to the called party.
    • + LIMIT_TIMEOUT_FILE – File to play when time is up.
    • + LIMIT_CONNECT_FILE – File to play when the call begins.
    • + LIMIT_WARNING_FILE – File to play as warning if ‘y’ is defined. If LIMIT_WARNING_FILE is not defined, then the default behavior is to announce (‘You have [XX minutes] YY seconds’).
  • f – forces callerid to be set as the extension of the line making/redirecting the outgoing call. For example, some PSTNs don’t allow callerids from other extensions than the ones that are assigned to you.
  • w – Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon)
  • W – Allow the calling user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon)

Group Hunt

This service rings all provided destinations at the same time. If the call is not answered by any of the provided extensions, the call gets transferred to the ‘Last Destination’ extension which can be Voicemail if the ‘Is Voicemail’ option is selected.

When the called number picks up, system will ask if the user wants to accept the call or reject it. If user accepts the call that was already answered by someone else, system will play the message which notifies the user about said situation.

Group Hunt options
Group Hunt options

TIP:

If placing calls to a mobile/proper number it may take 2-3 seconds until the call is placed over DAHDI.

  • Destination

Local/Proper/Mobile numbers to be dialed.(ex. Enabling this option for extension 1005 and setting some Destinations will ring them all for Timeout seconds).([0-9])

  • Suspend

Suspend the destination from the group.(ex. e.g. If you check this option for extension 1005, it will be no more a part of the group hunt).

  • Timeout

Ring time in seconds.(ex. Time in seconds all destinations will ring).([0-9])

  • Dial Options

Additional call properties.(ex. This service can be assigned to additional call properties, such as allowing the called party to transfer the call, etc).([a-z])

  • Confirm Calls

With this option enabled you can make sure that the call is answered by a person, not a voicemail. (e.g. If the call is answered by a mobile phone the person picking up the call needs to press 1(or another key on the phone) to answer the phone. If that key is not pressed all phones will keep ringing because call is considered unanswered.)(Check box)

  • Last Destination

The last destination number dialed if none of the ‘Priority’ numbers answer the call.(ex. Set this field to 1005. If none of the priority extensions answer, extension 1005 is dialed).([0-9])

  • Is Voicemail

Select whether or not the Last Destination is a Voicemail box.(ex. Yes)(Check box)

Dial Options:

  • t – Allow the called user to transfer the call by hitting #
  • T – Allow the calling user to transfer the call by hitting #
  • r – Generate a ringing tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don’t insert this by default into all your dial statements as you are killing call progress information for the user. Really, you almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. ‘r’ makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so.
  • R – Indicate ringing to the calling party when the called party indicates ringing, pass no audio until answered. This is available only if you are using kapejod’s bristuff.
  • m – Provide Music on Hold to the calling party until the called channel answers. This is mutually exclusive with option ‘r’, obviously. Use m(class) to specify a class for the music on hold.
  • o – Restore the Asterisk v1.0 Caller ID behavior (send the original caller’s ID) in Asterisk v1.2 (default: send this extension’s number)
  • j – Asterisk 1.2 and later: Jump to priority n+101 if all of the requested channels were busy (just like behaviour in Asterisk 1.0.x)
  • M (x) – Executes the macro (x) upon connect of the call (i.e. when the called party answers)
  • h – Allow the called party to hang up by dialing *
  • H – Allow the caller to hang up by dialing *
  • C – Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command
  • P (x) – Use the Privacy Manager, using x as the database (x is optional)
  • g – When the called party hangs up, exit to execute more commands in the current context.
  • G (context^exten^pri) – If the call is answered, transfer both parties to the specified priority; however it seems the calling party is transferred to priority x, and the called party to priority x+1
  • A (x) – Play an announcement (x.gsm) to the called party.
  • S (n) – Hang up the call n seconds AFTER the called party picks up.
  • d: – This flag trumps the ‘H’ flag and intercepts any dtmf while waiting for the call to be answered and returns that value on the spot. This allows you to dial a 1-digit exit extension while waiting for the call to be answered – see also RetryDial
  • D(digits) – After the called party answers, send digits as a DTMF stream, then connect the call to the originating channel.
  • L (x[:y][:z]) – Limit the call to ‘x’ ms, warning when ‘y’ ms are left, repeated every ‘z’ ms) Only ‘x’ is required, ‘y’ and ‘z’ are optional. The following special variables are optional for limit calls: (pasted from app_dial.c)
    • + LIMIT_PLAYAUDIO_CALLER – yes|no (default yes) – Play sounds to the caller.
    • + LIMIT_PLAYAUDIO_CALLEE – yes|no – Play sounds to the called party.
    • + LIMIT_TIMEOUT_FILE – File to play when the time is up.
    • + LIMIT_CONNECT_FILE – File to play when the call begins.
    • + LIMIT_WARNING_FILE – File to play as a warning if ‘y’ is defined. If LIMIT_WARNING_FILE is not defined, then the default behavior is to announce (‘You have [XX minutes] YY seconds’).
  • f – forces callerid to be set as the extension of the line making/redirecting the outgoing call. For example, some PSTNs don’t allow callerids from other extensions than the ones that are assigned to you.
  • w – Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon)
  • W – Allow the calling user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon)

Mobile Numbers

activeSWITCH 4.0 introduced Mobile Numbers option in integration with Communicator. With Mobile Numbers, you can assign Mobile Numbers you would like to receive calls on when not in the office. This option is available also in version 4.1

If you enable Mobile Numbers service and add a number to the mobile numbers list it will be displayed in Communicator as one of destinations you can be reached on.

Mobile Numbers
Mobile Numbers

Speakerphone Page

  • Enter extensions here

This service enables the message to transmit to multiple phones by dialing ‘*399’.Example:Set this field to ‘1000,1001,1002’ for example. Now dial*399. Extensions 1000,1001,1002 will be paged. If UAD/Phone supports it, the call will automatically go to the speakerphone, otherwise it will just ring.([0-9])

Speakerphone page
Speakerphone page
  • Quite mode

Does not play beep to a caller. Normally you won’t use this, but if you have an external amplifier that provides its own tone, you may want to set this option.

TIP: Phones by default have 10 seconds to auto answer.

NOTE: With addition of multiple registration to a single extension, paging had to be modified. In activeSWITCH 5 if more than one deskphone or third party softphone application is registered to a single activeSWITCH extension at the same time, Speakerphone paging will be disabled for that extension. This is expected behavior and a tradeoff users must accept when registering more than one deskphone to their extension.

Registration of Xinix World Communicator applications, desktop and mobile, will not affect paging.

Speakerphone Page Groups

Speakerphone Page Groups service enables permissions for a specific extension to page multiple extensions by dialing ‘*600’.

(ex. Dial *600 + paging group extension number to page all extensions assigned to this paging group)

Speakerphone Page Groups
Speakerphone Page Groups

Directory / BLF List

The Directory/BLF List is used to enter list of extensions you would like to have as contacts. When used with the Busy Line Field enabled phone, you can select some of those extensions to be monitored by your BLF buttons on your phone.

Directory/BLF List
Directory/BLF List

Speed Dial

Speed Dial service allows you to assign a short code (up to 3-digits) to numbers you frequently dial so you don’t have to type full number every time. To use Speed Dial you must dial *130 in front of your assigned short code (*130XX).

  • Code (XXX)

One to three digit code which is entered after the Speed Dial access code, *130 as default.(ex. 22)([0-9])

Speed Dial page
Speed Dial page
  • Speed Dial Name

The short description of the Destination to which this Code points.(Sales-John)([a-z][0-9])

  • Destination

Destination to which this Code is pointing.(ex.1005)([0-9])

CSV Upload is used when you have all the codes written in simple CSV file in form:

  • Code,Name,Destination

CSV Download is used when you want to download the already set Dial Codes in CSV file.

Instant Recording

This service enables instant call recording which can be started anytime during the conversation, by dialing *159.

  • Silent

Should parties in conversations be informed that calls are being recorded.(ex. With active ‘Instant Recording’ service, dial *159 anytime during the active call. From the point when you dial this code, the call will be recorded).(Option buttons)

Instant recording settings
Instant recording settings
  • E-mail recording

With this option, you can allow the system to send each recorded file that was activated with Instant recording *159 on the e-mail of the extension that has activated it.
(ex. Yes, No)
(Option buttons)

This service enables the user to delete recorded calls via ‘Self Care: CDR’. For example, with this option enabled, the user logs into self-care navigate to ‘CDR’, selects the recorded message and clicks on ‘Advanced: Delete Recordings’.

Delete recordings
Delete recordings

Listen to Recordings

This service allows a user to listen recorded calls by downloading them from Online Self Care portal or by dialing access code *159 on your phone and then pressing numbers 1-9 for last 9 recordings, 1 being the newest.

Listen to recordings
Listen to recordings

For example, with this option enabled, the user logs into Self Care, navigates to ‘CDR’, selects a recorded message, and clicks on Listen’ button. The selected sound file will be downloaded to the local computer from where it can be played in your preferred audio player. To listen for last 9 recordings on your extension, dial *170 from your phone and then enter a number between 1-9 to play the recording, where pressing 1 would play the last call recording and 9 would play the oldest.

Remote Access

This service enables users to access the system from remote locations. For example:

  1. Set one of the Destination fields in IVR to Remote Access. Set its accompanying Extension field to Destinations (if you want to call remote numbers). Save IVR.
  2. Edit the Enhanced Services of the extension that you want to authenticate as, and enable Remote Access. Click on Save and then on Edit next to that option.
  3. You can authenticate by CallerID that you can set in that list, and additionally ask for PIN of that extension, or if you want any CallerID you can leave that field empty and click on Require Extension PIN field to just authenticate by extensions PIN.
  4. In addition, you can set the timeout and outgoing dial options that are used when dialing a number.
Remote Access
Remote Access

Call Monitoring

This service monitors active calls in real time.

For example, extensions 1000 and 1001 are in conversation. Extension 1005 dials ‘*199 1000’. From that moment, the active call and all other calls made by extension 1000 will be monitored by extension 1005, until 1005 hangs up.

  • Extension

Extension number that is to be monitored. If you wish to monitor extension 1000, just provide the extension number here. If activeSWITCH contains hundreds of extensions it would be impractical to type all of them here.

Monitoring settings
Monitoring settings
  • NOTE: By typing ‘ALL’ in this field, you’ll be able to monitor all activeSWITCH extensions

([0-9] [ALL])

  • Quiet Mode

Select whether to play monitoring message or not(ex. Yes, No, N/A)(Option buttons)

  • Permission

Sets the way the monitored extension is accessedExample:

  • Access Granted – Monitor without providing PIN
  • PIN Required – Ask for PIN before monitoring other extension
  • No Access – Don’t monitor this extension, but leave it in the ‘Monitoring’ window.

(Option buttons)

  • Monitor Options

Sets the monitor option that you want to useExample:

  • Listening – user can only listen to the calls
  • Whispering – user can listen to the conversation and talk only to the monitored extension
  • Barging – user can listen and talk to both parties on call
  • All (Dynamic mode) – dynamically choose what mode of monitoring you want to use by pressing (default set to 4):

4 – Listening5 – Whispering6 – Barging(Option buttons)

Phone Callback

Phone callback allows you to set up a one or more Caller IDs that will be matched once call enters your activeSWITCH. After caller ID is matched, the call is dropped and you will receive the call from activeSWITCH. Once you answer the call you will hear prompt “Please dial the number you wish to call” and be able to dial any destination as if you were using your office phone.

  • CallerID

CallerID which activeSWITCH detects and then calls back the number provided.
(ex. 035123456)
([0-9])

Phone Callback
Phone Callback
  • Number

Number which will be called back when CallerID is detected.(ex. 062345678)([0-9])

For this to work, you need to set a DID used just for Phone Callback. You enter the DID number which the user will call and as a Destination you choose Phone Callback. It is important to know that a trunk used in that DID is the only one from which the call can come into the system and use the feature.

Operation times

If this option is turned on, the user will be able to switch system level operation times on or off, by using the *401/*402 access codes. The user has the ability to reset Operation Times using *403 access code.

Operation times
Operation times

CDR


CDR (Call Detail Records) for all placed or received calls on the system. In addition to normal operation, an authorized user is able to perform additional actions such as extensive search, listen to recorded calls, call any destinations listed and access advanced features.

From:

Extension number call was made from

Example: 1111

Field Type: Display

CDR
CDR

Destination:

Extension number call was made to

Example: 5000

Field Type: Display

Date/Time:

Date and time when call was made

Example: 03 May 2006 10:12:52

Field Type: Display

Duration:

Call duration displayed as Hours:Minutes:Seconds

Example: 00:00:09

Field Type: Display

Status:

Displays call status

Example: Answered

Field Type: Display

activeSWITCH 5.0 End User Guide

This icon is displayed once a call is recorded and ‘Delete’ or ‘Listen’ enhanced service is active

activeSWITCH 5.0 End User Guide

 This is a box used with the CDR commands to select a desired call

NOTE: Disk Space Used By Call Recording: With continuously tone 60 seconds:

  • wav49 = 84.5kb
  • wav = 833.0kb
  • gsm = 85.0kb

With continuously silent tone (without sound) 60 seconds:

  • wav49 = 84.0kb
  • wav = 827.0kb
  • gsm = 84.0kb

Search/Filter:

Search call details by: date range, status, and type

Example: Click to see search options

Field Type: Button

Search/Filter
Search/Filter

Date Range:

Select a date from which to start the listing

Example: Click on a calendar icon and select desired date


Select a date with which to end the listing

Example: Click on a calendar icon and select desired date

Field Type: Button


Type:

Select calls by a call type Example:

  • All
  • Outgoing
  • Incoming

Field Type: Select box


Status:

Display calls by desired status Example:

  • All
  • Answered
  • Not Answered
  • Busy
  • Error

Field Type: Select box

activeSWITCH 5.0 End User Guide


NOTE: After setting search filter be sure to click  search icon

Listen

Listen:

Listen recorded calls

activeSWITCH 5.0 End User Guide

Example: Select a call record with ‘recorded’  icon and click this button to listen

Field Type: Button

Call:

Calls one of the destinations listed

Example: Select a call record and click ‘Call’ button. Provide ‘Destination’ extension anc click ‘Call’ icon next to a destination

Field Type: Button

Call
Call

NOTE: After selecting desired destination be sure to click call icon

Delete Recording:

Deletes recorded calls

Example: Select a recorded call(with ‘recorded’ icon next to it) and click this button

Field Type: Button

Advanced
Advanced

NOTE: For this command extension enhanced service has to be set.


Download CSV:

Download .csv(comma separated value) file with all call details to local computer

Example: Click this button, confirm the download by clicking ‘Yes’

Field Type: Button

Voicemail Features


Voicemail features manage user’s telephone messages with the ability to forward and review voice messages, pager notification, custom time zone and much more.

Settings
Settings
  • Send E-mail

Whether activeSWITCH will send you an e-mail when voicemail is received.

  • Pager e-mail

Pager email address associated with the voicemail. If set, new voicemail message notification will be sent to this email. This field cannot be modified.Example: john@domain.com

  • Greeting message

Greeting message played to users before they are allowed to leave a messageExample: altzheimers.gsmField Type: Drop down select box

  • Unavailable message

Uploads unavailable message from local computer. Press Choose File to select audio file on your hard drive.Example: C:\music\unavail.wav

  • Reset Unavailable message

In case you replaced default Unavailable message with your personalized message, but now you would like to revert it, select Yes and press Save button.

  • Busy message

Uploads busy message from local computer. Press Choose File to select audio file on your hard drive.Example: C:\music\busy.wav

  • Reset Busy message

In case you replaced default Busy message with your personalized message, but now you would like to revert it, select Yes and press Save button.

NOTE: Unavailable/Busy message supports: WAV, wav and gsm files only.

  • Skip Instructions

Skips the instructions on how to leave a voice messageExample: Yes, No, N/AField Type: Select box

  • Attach:

Send voice files as attachments to notification emailExample: Yes, No, N/AField Type: Options buttons

  • Delete After E-mailing

Delete voice message from system after it has been sent on user’s email address. ‘Attach’ has to be set to ‘Yes’Example: Yes, No, N/AField Type: Options buttons

  • Say CallerID

Announce extension from which a voice message has been leftExample: Yes, No, N/AField Type: Options buttons

  • Allow Review mode

Allow user to review voice message before committing it permanently to voice inbox.Example: Yes, No, N/AField Type: Options buttons

  • Allow Operator

Allow operator to be reached from voice inbox by pressing ‘0’Example: Yes, No, N/AField Type: Options buttons

  • Operator Extension

Local extension number that acts as an operator. Once the user dials ‘0’, ‘Please hold while i try that extension’ will be heard and call will be transferred to the operator extension. ‘Allow Operator’ must be set to ‘Yes’Example: 1002Field Type: [0-9]

  • Play Envelope message

Announce date/time when a voice message has been leftExample: Yes, No, N/AField Type: Options buttons

  • Hide from directory

This option will display or hide the extension from HTTP Directory.Example: Yes, No, N/A

  • Rings to answer

How many times phone will ring before calls will get forwarded to voicemail. (NOTE: 1 ring = 5 seconds)Example: 5Field Type: [0-9]

  • Voicemail Delay

Delay a number of seconds before asking user for ‘Password’. Solves the ‘half-played’ file problem.Example: 2Field Type: [0-9]

  • Timezone:

Set correct date/time format and messages played to user when in voice inboxExample: USA – CentralField Type: Select box

NOTE: Timezones are set as in ‘/usr/share/zoneinfo’ system directory

Help


A click on ‘Help’ button opens activeSWITCH online help manual.

Logout


Logs user out of the Online Self Care.

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