PBX Overview

A PBX lets people within an organization share telephone lines. This is usually achieved through extensions. A PBX also provides auto attendant, voicemail, call queues, and more advanced call routing.

Watch: https://youtu.be/QBT6zP-_aIQ

Extensions and Groups

Each agent can have an extension. We recommend using the numbers starting with 7 or 8 and with the same length, such as 700, 701, etc. The reason is to avoid conflict with the press 1 or press 2 for auto attendant. An extension group is simply a collection of extensions, such as a sales group and a support group. These groups are used for better setting up auto attendant.

Ex. Go to Setup, Agent, Agent Profile to add an agent for your account. Then go to Setup, PBX to set extension for each agent. Add an extension group called All to contain every extension.

auto attendant

An auto attendant automatically distributes calls based on caller choices. To add an auto attendant, go to Setup, PBX, IVR app page.

Ex. Create the following auto attendant, when a call is received, the PBX system plays the following: “thank you for calling. If you know the party’s extension, please enter it now. otherwise, press 1 for sales, and press 2 for support”. If 1 is pressed, the system plays “you reached the sales department” and do a queued transfer to the sales extension group. If 2 is pressed, direct transfer the call to your own extension.

Ex. Create an auto attendant that queued transfer to a group without caller presses a key.

Make sure to select the newly designed auto attendant for the incoming phone number. (in Setup, PBX, IVR app page)

Call in and see how your auto attendant performs.