ToolBox -

 

Extensions

Extensions are essentially the phone numbers you give to the phones connected to the PBX, which are the extensions of the PBX. That is how one phone of the PBX can call another and how external calls can be directed to a particular extension etc. Extensions have a wide selection of settings.

Creating New Extensions

To create extensions:

    • Go to your selected domain in the PBX web interface.

  • Go to extensions by clicking on Extensions under Accounts as shown above.
  • On top, click the tab Create to create new extension(s).
  • Populate the fields for each of the extensions you want to create using the information shown below:
    • Number: This field takes an extension number and/or alias, i.e., a DID number. When entering DIDs as aliases to an extension number, use the following syntax: 505/9781234567/9781234567. To create multiple accounts at the same time, use a space between them: 505 506 507Note: Extension numbers should range from 2 to 4 digits. The number of digits must correspond to the PnP Dialplan Scheme setting so that the phone will allow the user to enter the required number of digits before it begins processing the call.
    • First Name, Last Name: The First name and Last name fields will be displayed for all internal and external calls (international characters are permitted).
    • PIN: The PIN is used in several areas of the system (e.g., when a user accesses the voicemail system from another extension or from an outside line, when calling into the system from the cell phone, when using the calling card feature, and when hot desking). When you create extensions, you can leave the PIN field empty and opt to have users set up their own PINs. Once a PIN has been set up, no one other than a user who registers with the extension credentials will be able to go to the mailbox.
    • MAC: Here you enter the MAC address of the phone (device) that you want to tie to this extension. The device will then get all its provisioning information based on this extension. You can also select ‘*’ here which will tie this extension to the MAC of any device that requests first. You can also leave it blank if you don’t want extension specific information delivered to a device during provisioning.
    • Select the dial plan from the dropdown for the extension, which it will use.
    • Of course, all these settings can also be changed later on after the extension(s) have been created.
  • Press Create.
  • The extension(s) will be created which you can see in the “extensions list” or in “all accounts list”, where you can enter each extension just by clicking it, in order to modify it if you want, as explained below.

Configuring an Extension

    • Go to your selected domain in the web interface.
    • Go to Extensions
    • Click on any extension from the list that you want to change.

    • There are many settings divided into tabs:

    • The first tab is List which shows the list of extensions in case you want to choose another one.
    • The next tab is Create which, as explained above, is for creating new extension(s).
    • The next tab is General which has all the general settings of the extension.
    • The next tab is Redirection which has all settings involving redirection of the extension like DND, call forwarding, cell phone inclusion etc.
    • The next tab is Mailbox which has all the mailbox settings, including interface for uploading the greeting wave files, and shows the voicemails of the extension.
    • The next tab is Email for setting up the email address and other email settings of the extension.
    • The next tab is Registration for settings related to registrations for the extension. You may register one or more devices for one extension. When an extension is called, the system will call all registered devices in parallel. The first device that picks the call up will get the call, and the other devices will receive a CANCEL message.
    • The next tab is Permission where you can define what permissions the extension has. The permission to manage the domain should be given only to persons who are allowed to change passwords, create or delete accounts, change dial plans and rates, and so forth. The permissions to jump into calls and listen to conversations may be legally restricted in certain countries; please use extra caution here. This feature can be completely disabled by the license key for the system. The permission to override DND is useful for assistant extensions that are responsible for screening calls. Please define the permissions as a list of extensions, separated by space. You may use wildcards, for example “*” to match all extensions of the domain.
    • The next tab is Buttons for setting up the buttons of the device that will register to this extension. Here you can specify which button profile you want to assign to the extension. You may select Automatic which will automatically assign the correct default profile based on the snom phone type. Or you may also select any other profile, default or any other profile that you may have created (you can create or change any of the profiles in theButtons page of the domain, see Buttons for more details). Or you may define an extension-specific profile. If you are using a selected profile (default or otherwise) you may turn this into an extension specific profile by editing it and saving at the bottom of this page.
    • The next tab is Customize which lets you change the look and feel for this user. It also allows you to change the web pages & phone config templates, etc.

Explanation and Use of Some of the Settings Under Some Tabs

General

  • Dial plan: Dial plans determine which trunks are used for outbound calls. Dial plans that are available on the domain show up in this dial plan dropdown.
  • ANI: ANI (Automatic Number Identification) is a service that tells the recipient of a telephone call which telephone number made the call. In most cases, the ANI is used in the From field in the SIP packets or the caller-ID. Each domain can be configured with a default ANI or you can specify a unique ANI here.
  • ANI for emergency calls: When this field is populated, this ANI will serve as the callback number when an emergency number has been dialed. If this setting is not populated, the system will use the user’s EPID setting as the callback. (See also the Emergency Destination Number setting.)
  • Send daily CDR report to: Enter the extension number(s) that should receive the CDR report for this extension. Use semicolons between multiple email addresses, since email addresses may contain spaces (e.g., Fred Feuerstein <ff@domain.com>; Carl Clements <cc@domain.com>).
  • Show following ACD queues: This setting is directly related to the Queue Manager setting that is part of the agent group account. A queue manager is a user who monitors agent groups.
  • Use ACD dialplan when logged in as an agent: This setting is useful for agents making outbound calls. When this setting is enabled, the dialplan selected under ACD will be used instead of the dialplan designated for that user’s extension.
  • Number ACD groups this extension can log into: This setting allows the admin to restrict the number of agent groups the agent can be logged into at any one time.
  • Maximum number of CDRs: This setting allows the admin to control the number of CDRs that a particular user can retain. The admin can also control the accumulative number of CDRs that are stored on the disk (see also the domain’sMaximum number of CDRs setting).
  • First name and Last name: These fields will be displayed for all internal and external calls (international characters are permitted).
  • Position: This field is for the user’s position/job function in the company.
  • Company name: This field is reserved for the company name.
  • SIP Password: The SIP password influences the connection between the VoIP phone and the system. Users should not change this password, as it will interfere with access to other registered SIP devices (e.g., soft phone).
  • Web Password: This password is used to access the web interface. Note: Use a combination of letters and digits and even a symbol to ensure password security. After you’ve entered a new password, the current HTTP session will stay valid until your next login. Permanent cookies will be invalidated on the next login.
  • PIN: The user’s PIN will be used in several areas of the system (e.g., when accessing their voicemail from an outside phone, when using the calling card account, and when hot desking). For optimum security, users should be required to use at least five digits.
  • Timezone: This setting tells the system the user’s time zone. It will affect the time stamps of the mailbox and all other time stamps related to the extension. When using the extension from a time zone that differs from the domain’s time zone, users will need to override the domain setting.
  • IVR Language: This setting controls the language of voice prompts delivered by the system, as well as the language that is displayed on the LCD of the user’s phone. (Callers will not hear the language when calling into the user’s mailbox.)
  • Web Language: This setting allows users to control the language of the web interface and in the emails they receive from the system. Users can override this setting during their initial login to the web interface.
  • Upload picture: The uploaded picture will be displayed whenever the user calls another extension within the same domain (as long as the other extension has picture-displaying capability). To facilitate easier picture upload during the call setup, users should use a thumbnail image size. The format of the picture depends on phone model. For snom 370 phones, use a grayscale BMP image. For models that can display color photos, use a JPEG image. The system will display the picture on the landing page of the snom ONE web interface.
  • Watch the calls of the following extensions: This feature allows users to watch the presence of an extension(s). The system will automatically generate configuration files of the extensions specified. Note: Wildcard patterns are permitted in this field. If only a star is used, the system will place all extensions of the domain into its call-watching list.
  • Watch the presence of the following extensions (* for all): This setting is similar to the previous setting, but it doesn’t provision calls. Instead, it asks the device to subscribe to the presence state of the listed extensions. The system will forward the presence state of the phones, but the phones themselves will be responsible for generating the presence information.
  • Permissions to monitor the account: This setting allows the administrator to specify the accounts that a user is permitted to see the status of, including active calls. By default, all extensions are allowed to see the status of other extensions. A user can either list the extensions (e.g., 511, 518, 523, 522, 513) or use wildcards to match multiple extensions (e.g., 5*).
  • Explicitly specify park orbit preference: This setting allows users to specify a list of park orbits that can be used for parking calls. When park orbits have been entered into this field and the user executes the Call Park (*85) feature, the system chooses the first available orbit. When a star (*) is entered into this field, the system will have no preference list to draw from, and the user will be required to enter the number of the park orbit after entering *85.
  • Explicitly specify pickup preference: This setting allows users to specify the accounts that will be picked up when they execute the Call Pickup (*87) feature. This setting is especially useful when extensions have been grouped with certain agent groups and hunt groups, as it will prevent the wrong calls from being picked up. If a star (*) is entered into this field, the system will have no preference list to draw from and will require a park orbit number after the *87.
  • Block outgoing caller-ID: This setting allows the user to control whether their caller-ID is shown when making outbound calls.
  • Enable Call Waiting: This setting allows the user to turn Call Waiting on and off.
  • Wakeup time: This field allows users to receive automatic wakeup calls from the system. Though this feature is used primarily in hospitality environments, it can also be used on an individual basis. A wakeup call can also be activated using star code *62.
  • Phone address book preference: This setting allows users to upload contacts from the domain and personal address books to their phones.
  • Include local extensions in the phone address book: This setting allows users to add extension numbers from the system to their phone.

Redirection

  • Do not disturb: This setting allows users to tell the system to leave their phone silent for all calls, both internal and external, and even calls from the hunt group. Only extensions with permission to override DND will be able to call the extension. DND override is an administrator setting. An extension on DND can place outbound calls at all times. You can also set DND using the *78 star code.
  • Incoming anonymous calls: This setting controls the treatment of incoming calls; however, it does not affect internal calls or calls from a hunt group or agent group. See also the Black List (*92) feature.
?No special treatment: All calls are sent directly to the user’s extension.
Reject Call: The caller will be informed that the user does not accept anonymous calls and will not be put through to the extension.
Pretend to be busy: This setting prevents the call from going through but does not tell the caller why.
Ask for name: The caller is prompted for his or her name and then put on hold while the extension is called. After the system reads out the recorded name, the user can decide whether to accept the call, send it to the mailbox, or reject it.
Ask for name even if the caller-ID is present: This setting requests the caller’s name, even if the caller-ID is available. Only white list callers will be put directly through.
  • Hot Desking at: This setting allows users to specify an extension where they will pick up their calls. All calls (including calls from an agent group or hunt group) will be sent to this extension. For more information on hot desking.
  • Call forward all calls to: This setting allows users to redirect all calls to another extension. Only calls that are headed directly to the user’s extension will be affected by this setting. If a user is part of a hunt group, agent group, or paging group, calls originating from these groups will not be redirected.
  • Call forward calls when busy to: This setting allows users to forward all calls to the extension that is specified, only when the extension is busy. This condition is true if either the phone itself signals that it is busy or if the lines parameter has been set for the extension and this number has been reached. If this settings contains the word “busy”, the system will not redirect the setting, instead attempt to send a busy signal to the caller if the call was not already connected.
  • Call forward on no answer to: This setting allows users to redirect all calls after there has been no answer for a predefined period. The waiting period is defined in the domain but can be overridden by the Call forward no answer timeout setting (next bullet item). (If the mailbox picks up earlier, this setting will have no effect; if the call is redirected, the mailbox timeout will be cancelled.)
  • Call forward no answer timeout: This setting determines how long the system will wait for the user to answer the phone before forwarding the call (default is 10 seconds). This field is effective only if the Call forward on no answer field has been set.
  • Call forward when not registered: This setting allows the user to specify where calls will be forwarded if the user’s extension is no longer registered for any reason. If the user is part of a hunt group, agent group, or paging group, calls originating from these groups will not be redirected.
  • Record incoming calls from extension: This setting controls the recording on an extension (applies to calls coming from another extension for the entire domain).
  • Record outgoing calls to internal numbers: This setting controls the recording on an extension (applies to calls going to another extension for the entire domain).
  • Record outgoing calls to external numbers: This setting controls the recording on an extension (applies to calls going to external numbers for the entire domain).
  • Record outgoing calls to emergency numbers: This setting controls the recording on an extension (applies to calls going to an emergency number).

Mailbox

Every extension has a voice mailbox; however, the administrator can disable users’ mailboxes and use an external mailbox, such as Microsoft Exchange. This section applies only to the voice mailbox of the system. This tab has all the mailbox settings, including interface for uploading the greeting wave files, and shows the voicemails of the extension.

  • Mailbox Enabled: From this setting, users can enable or disable their voice mailbox. If it is disabled, callers will not be able to leave messages and the user will be unable to use the mailbox functions. If FAX is selected, this mailbox will not play any announcement and instead wait for the FAX signal (available since version 5.0.3).
  • Time until mailbox picks up: This setting allows users to specify how long the system should wait before redirecting calls to the user’s voicemail. If Call forward no answer timeout has been set, the shorter timeout will be executed first. If Include the cell phone in calls to extension has been set (see Redirection settings), the system must be given enough time to call the user’s cell phone (which may take 10 or more seconds) and enough time for the user to view the caller-ID. The default is 20 seconds.
  • Maximum number of messages: This setting allows the user to specify the maximum number of voicemail messages that should be stored at any one time. If the maximum has been reached and a caller wants to leave a new voicemail message, the system will attempt to delete a saved message. If space is still unavailable, the system will inform the caller that the mailbox is full.
  • Announcement Mode: From this setting, users can choose an announcement that callers will hear when reaching the their extension.
—Anonymous Announcement: The caller will hear the number of the extension.
—Name Announcement: The caller will hear the recorded name of the extension, if one is available.
—Personal Announcement: The caller will hear the recorded announcement of the extension, if one is available.
  • Allow Access for Extensions: This setting allows users to create a group mailbox. A group mailbox can be used for anything from a joint boss/secretary mailbox to a place to collect after-hours calls or holiday calls. All parties will be notified of incoming messages by the MWI that is located on their individual phone (see MWI below). Users can listen to the messages from either their own voice mailbox or by dialing into the shared mailbox from an outside phone or an outside line on their own phone for instructions on accessing voicemail from an outside phone). Dialing directly into the shared mailbox allows users to hear messages that were called into the shared extension only (i.e., the messages will not be mixed with the user’s own voicemail messages). Users will need the PIN of the shared mailbox when accessing it directly. When entering multiple extensions into this field, use a space as a separator (e.g., 101 102).
  • Send message waiting indication: When this feature is activated, users will receive a message waiting indicator (MWI)—a blinking light on their phone—that notifies them of a new message. Once the user has listened to the message, a solid light will replace the blinking light. This enables the system to alert the user the next time a new message has arrived. Star code *99 will clear the message indicator even if messages have not been read.
  • Call cell phone when new message arrives: If users have decided against forwarding their calls to their cell phone but still want to be alerted when a new message arrives on their extension, they can activate this feature. Once a caller has left a message, the system will call the user on the cell phone. After the announcement, the user must press 1 to hear the message.
  • Mailbox Escape Account (overrides domain setting): This setting gives users the option of changing the direction that a call will take once the caller presses 0 to speak with the operator. The extension that is entered into this field will receive the calls that the user thinks are directed to the operator.
  • Group Extension: This setting is similar to the Allow Access for Extensions setting; however, if one of the parties reads the voicemail of a group extension, the other parties will not be impacted. The phone’s MWI (message waiting indicator) will remain lit. This feature ensures that all users who are part of the group mailbox are properly notified of important information.

Hint: Even if you set “Announcement Mode” to “Personal Announcement” the system will play in some situations additional announcements.
To get rid of these you have to deactivate “Offer Camp On” and set “Mailbox Explanation Prompt” to “Not on Personal recording” in the domains voicemail-settings, for further information have a look here: Voicemail.

Email

The email settings on this tab allow users to receive emails as notification of all incoming calls on their extension. Users can also request an audio file, or WAV file, of voicemail that has been left on their extension.

  • Email Address (e.g. abc@company.com): This feature allows users to integrate their email account with their extension account. Voicemail messages will be sent to the user’s email account according to the settings chosen below (a semicolon is required when entering multiple email addresses into this field).
  • Send a mailbox message by email:
Do not send an email: No email will be sent. This option should be used when the user prefers to use only the phone to receive voicemail messages.
Send emails without attachments: Email notifications will be sent to the user for every voicemail that is received. This provides somewhat of a visual voice mailbox. The user will see the name and number of the caller and the date and time that the call arrived. To retrieve the voicemail itself, the user will need to call into the voicemail. The benefit of this mode is that emails that are relatively short can easily be read using mobile devices that support reading emails.
Send message as attachment: The user’s actual voicemails will be attached to the email notifications. This option should be selected if email is being used throughout the day and a personal computer is being used to process the email.
  • After sending a message: This setting allows users to decide what to do with a voicemail message after it has been emailed to them:
Keep message as new message: The message will remain in the user’s mailbox as a new message. This option has the potential danger of eventually overfilling the voice mailbox. Administrators can use the Voicemail Size setting to restrict the number of voicemail messages.
Mark message as read: The message will remain in the user’s mailbox, but the system will drop the oldest message to make room for new messages if the mailbox becomes full. The disadvantage of this mode is that the message waiting indicator will not alert the user of new messages.
Delete the message: The message will be deleted after the email has been sent. This keeps the mailbox clean, but because the system does not store voicemail messages permanently, the user will need to listen to the messages from the email client.
  • Send email on missed calls: When this setting has been activated, the system sends the user an email for each missed call. Calls to a hunt group or agent group are not included.
  • Send email record for all calls: When this setting is activated, the system sends the user an email for all calls. This feature is useful for keeping track of a group sales extension, a telemarketing campaign, or calls made to a new employee’s extension. (When both “missed calls” and “all calls” have been activated, the user will receive two emails for each missed call.)
  • Send email on status changes: The user will be notified of all status changes (e.g., toggling the DND status, changing the registration status, etc.).

Registration

The registration tab is used to control the registrations for the account. You may register one or more devices for one extension. When an extension is called, the system will call all registered extensions in parallel. The first extension that picks the call up will get the call, and the other extensions will receive a CANCEL message.

  • Trusted IP Addresses: This setting dictates which IP address or addresses can be registered to this extension. The system will accept registrations only from the specified IP addresses. For example, if the extension has been set to 192.168.1.2 and 192.168.1.5 tries to register, it will be denied with a 403 forbidden message. Use a space as a separator when entering multiple IP addresses. To indicate subnets, use a slash and the number of significant bits behind it (e.g., 192.168.2.0/24).
  • Bind to MAC Address: This field is used to bind the registration to a specific user agent. The MAC address is located on the back of the phones and begins with 0004 for snom phones.
  • Parameters 1 through 3: Parameters 1 through 3 allow you to configure fixed values that can be used in conjunction with the “External Voicemail System” setting at the domain level. Without using these parameter settings, using a value of 7$u in the “External Voicemail System” setting tells the PBX to prefix the user name (number) with a “7” before sending it to an external voicemail system. If you prefer to set a fixed value (e.g., 555) for the user name, set one of the parameters to a specific extension (e.g., 555) and link it to the “External Voicemail System” setting by entering 7$1 (if using parameter 1) into the “External Voicemail System” setting. The PBX will then use 7555 for the ANI. These Parameter settings can also be used during the dial plan replacement operation. By default, the PBX uses “\r” in the dial plan replacement to substitute “trunk registrar.” Similarly, you can use “\x” to use the value set in Parameter 1, “\y” to use the value set in Parameter 2, and “\z” to use the value set in Parameter 3.
  • EPID: EndPoint Identifier is a random number created by the system and functions as a callback number. The EPID is sent on all 911 calls, enabling the PSAP to call the extension back directly if the phone is disconnected or the person hangs up. The EPID is essentially a DID for that extension and ensures that a returned call will reach the extension from which the call originated even if there is an auto attendant in the middle. This works to enable 911’s E911 service. A general callback number for all users across the domain can also be set using the ANI for emergency setting. (See also Emergency Destination Number on this page, and the Emergency Numbers settings.)
  • Lines: The lines parameter is used during provisioning to tell the phone how many line keys it should allocate (whenever applicable). The line feature is also used to restrict the number of calls that an extension can make. For example, if 1 is used in this field, then calls cannot be made simultaneously from both the office phone and the home office phone. During an active call, the system will neither page the extension nor perform intercom calls to that extension.
  • Max. number of concurrent registrations per extensions: This setting is used to restricted the number of phones that can be registered to an extension. This is useful for service providers or enterprises that want to ensure only one phone is registered per extension.
  • Credit for outbound calls: This setting allows you to place a limit on outbound calling for the extension only. You can also place a limit on outbound calling at the domain level settings.
  • Override Codec Preference: This setting allows you to specify the codec preference for the extension. This setting is useful for a remote phone with limited bandwidth, as you can force a low bit rate codec like GSM or G.729 to be used on the extension. The format for this setting is similar to the Port Setup section of the system.
  • Emergency Destination Number: This setting is used when you are running the extension in a remote location where a different police department should be called. You will need to find the Public Safety Answering Point (PSAP) for this number; however, it is not a guarantee that a call will be routed there, so ensure that this is tested or approved if your carrier does not have 911 service. Once this setting has been populated, the number entered into this field will be dialed once a user dials an emergency number configured in the Emergency Numbers setting.
  • Log Registration Changes: This setting allows the domain administrator to specify a log level for registration log messages specifically for the extension. This setting makes tracking down registration problems easier. You can also decide who should receive an email when the registration status does change—the administrator, the user, or both.

Current Registrations

Displayed at the bottom of the Registrations page are the current registrations (if any exist) for the account. Important information includes the type of registration, the registered contact address (as indicated in the registration message), and the length of time the contact has been registered. “REGISTER” in the Type field indicates a standard registration for receiving calls. Other registrations address specific event types, like message waiting indications.

Clearing registrations: To clear all registrations, use the link at the bottom the page. Be sure to refresh the registration from the user agent so that you are able to call it.

Sending a reboot request: You may also send a reboot request to the phone by clicking the check sync link.

This way, you don’t have to use the web interface of the device or even go to the phone to reboot it (for example, to read new configuration data).

Manual registrations: You can also add a registration manually. Manual registrations are useful for devices like Microsoft speech server that do not support registrations.

Static registrations: Static registrations can be used to call any other number.

Permission

Permission settings allow administrators to define which features the extension can use. The permissions to jump into calls and listen to conversations may be legally restricted in certain countries, so use extra caution here. The permission to override DND is useful for assistant extensions that are responsible for screening calls.

Note: When entering extensions in this section, use a space as a separator if specifying multiple extensions. You may use wildcards, for example, an asterisk (*), to match all extensions of the domain.

Administration Permissions

  • Domain Administrator: The permission to manage the domain should be given only to those who are allowed to change passwords, create or delete accounts, change dial plans and rates, and so forth.

Call Permissions

  • Barge into calls of the following extensions: Call Barge-in allows a third party to barge into an in-process call. Typically, this third person is either a secretary contacting the boss or possibly a co-worker in the next cube who needs help on a call. The permissions to jump into calls and listen to conversations may be legally restricted in certain countries; please use extra caution here. Once permission has been set, Call Barge-in can be activated using the *81 star code.
  • Teaching (whisper mode) for the following extensions: Call Teach mode allows a third party on a line with only one of the parties knowing. This is typically useful in a call center when a trainer wants to offer tips to a new agent without the customer knowing. Once permission has been set, Call Teach can be activated using the *82 star code.
  • Listen in on calls of the following extensions: In Listen-In mode, a third party can listen in without being detected. The two parties speaking to each other are not aware of the listen-in. Users with permission to use Listen-in can activate it using the *83 star code.
  • Call the following extensions even if DND is set: If this flag is set, the account will be permitted to call the extension indicated in this field, even if that extension is currently on DND. This applies only to DND which has been set on the system. The permission to override DND is useful for extensions being used by assistants who are responsible for screening calls.
  • Intercom to the following extensions: This feature is used for communicating with one other person. The two parties must each have their own extension number. (Intercom will not work between two phones that are registered to the same extension.) Users with permission to intercom can activate it using the *90 star code.
  • Domain accounts that can be put into night mode: This feature enables users to forward domain accounts (e.g., auto attendant, hunt group, etc.) to their own extension. Domain accounts that are entered into this field can be put into night mode by this user. Star code *80 is used to activate this feature.
  • May clean up the following extensions: This feature enables an extension to clean up other extensions and is useful in a hotel implementation where voicemail must be cleaned out and greetings reset. Star code *84 is used to activate this feature.
  • Only the following extensions may call this extension: This feature can be used to limit the users who can call another user’s extension.

Buttons

This tab is for setting up the buttons of the device that will register to this extension. Here you can specify which button profile you want to assign to the extension. You may select Automatic which will automatically assign the correct default profile based on the snom phone type. Or you may also select any other profile, default or any other profile that you may have created (you can create or change any of the profiles in the Buttons page of the domain, see Buttons for more details). Or you may define an extension-specific profile. If you are using a selected profile (default or otherwise) you may turn this into an extension specific profile by editing it and saving at the bottom of this page.