HOWTO Operation Times

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Revision as of 16:16, 17 November 2020 by Nedim Mehmedovic (Talk | contribs)

Operation times can be set on a many different locations on the PBXware. These locations are listed below for both editions:


For MT​:

On Master Tenant Level:​

Master Tenant -> edit Master Tenant -> General Settings (section) -> Operation Times

On Tenant Level:​

Master Tenant -> edit any Tenant -> General Settings (section) -> Operation Times

On DID Level:​

Any Tenant -> DIDs -> Operation Times

For CC​:

​On Server Level:​

Settings -> Servers -> edit Server -> General Settings (section) -> Operation Times

On DID Level:​

DIDs -> Operation Times


Also, Operation Times could be set on the following destinations as well:

  • Queues
  • IVRs
  • Ring Groups
  • Extensions

Since on almost every location the layout for OT settings is the same, this document should be covering all the required details for the setup. Only difference is the extension where there are some additional options which will be explained later in the document.

The screenshot below is displaying operation times that can be seen on each of the mentioned destinations except on the extension. As mentioned, when setting an OT on extension, there will be additional options which will be explained later in a document. Below the screenshot there is an explanation for each of the listed fields.

Operation Times

CSV Upload

Click on this button to upload Operation Times configuration from a csv file. CSV Download Click on this button to download Operation Times configuration as a csv file.

Download CSV Template

Downloading the CSV Template button should provide a file that already contains necessary headers which should help one in creation of the CSV files which can be uploaded by clicking on the ‘CSV Upload’ button.

Operation Times Active

This option is only available on Master tenant and defines whether OT will be active.

Operation Times Active

Enable operation times

  • On​ -> if set, Operation Times rules will be applied on this destination in particular.
  • Off​ -> if set, Operation Times rules set on this location will not be applied and the calls will go through, if not defined otherwise.
  • Inherit​ -> if set, Operation Times rules will be inherited from the level above.

For example:​ if one would set OT on a tenant level, those rules will be inherited from the master tenant

Default Destination

Set here a destination to which all calls should be redirected in case the call comes in outside the working hours and if it’s not defined otherwise with additional rules available.

Is Voicemail

If this is checked, a call should go to the voicemail of the default destination if a default destination is called.

Greeting

Choose a Greeting sound file that should be played to callers during the closed dates. (Example of the file: greeting-***)

Closed Dates

Sets the specific date/s when all calls are redirected to the 'Default Destination'. If the 'Destination' field in the Closed dates is set, calls will go to the set destination instead of the default one.

Custom Destinations

Redirects all calls received during set days/hours (i.e. weekend) to the extension provided as destination.

o ​- If this checkbox is enabled, greeting that is set will be played for each destination set except when the call comes during the open hours.

Open dates

Sets the system's working hours. If any call is received during the hours that are not defined here, the call will be redirected to the 'Default Destination'. To better understand all of the mentioned settings, please check out the screenshot below where all the mentioned fields are populated with test examples. Each of the mentioned fields is described for it’s current functionality.

Open Dates

As mentioned above, on this screenshot we have Operation Times enabled on one of the destinations, in this case on the DID level. In this particular example, if a call comes in during work-hours, which are set to be from 08:00 until 17:00 o’clock, the call will be routed properly to a dialed destination.

In case the call comes in outside work-hours, the call should be redirected to the ‘Default Destination’ which, in this example, is extension 100. Also, since the ‘Is Voicemail’ checkbox is enabled, the call would go to the voicemail box of that extension in particular instead of dialing extension 100 directly.

Furthermore, if a call comes in between 12:00 and 13:00 o’clock, for example during the lunch break, the call would be redirected to the destination 300. Also, as the ‘o’ checkbox is enabled, the caller would be listening to the greeting that is set on the ‘Greeting’ section. In case the call comes in during mentioned dates set in the ‘Closed Dates’ section the call would be redirected to the 200 destination.

Access Codes

There are some additional options available for OT via access codes. These options are described below.

Open Operation Times

User will dial '​*401​' to open systems operation times For example: During closed times, users would dial mentioned access code to open operation times and thus become available.

Close Operation Times

User will dial '​*402​' to close systems operation times For example: During open times, users would dial mentioned access code to close operation times and thus become unavailable. Then rules set in the operation times settings will be applied.

Reset Operation Times

User will dial '​*403​' to reset systems operation times and to restore rules entered in settings.

Midnight Reset

Users have the ability to set the operation times midnight reset option to one of the following choices:

  • Yes​ -> If set, access codes will be reset at midnight
  • No​ -> If set, midnight reset will be skipped
  • Not Set ​-> If set, the same action will be performed as if this was set to ‘Yes’ since midnight reset is enabled by default.

Furthermore, all of the mentioned access codes can be used in a combination with a DID in case one would not want to open/close or reset operation times on a global level and would want to do so on a DID level. For example​: Dialing ​“*401+DID”​ would open operation times only for a certain DID. The same goes for *402 & *403.

BLFs

There are some additional settings related to the operation times that can be set via BLF buttons. These are explained below:

Open/Close: *404

Users can program a BLF key on their phone to *404 in order to monitor Operation Times status and to use it to enable or disable Operation Times rules. For example​: if a user stays in the office after the Operation Times rules activate for off hours, the BLF will notify the user of the changed state by turning on the BLF light or changing its color (behavior will depend on the device used).

Once *404 is provisioned as BLF pressing the button will toggle Operation times ON or OFF, the same as if user dialed *401/*402.

Close/reset: *405

To reset Operation Times rules, user will have to dial *405 manually. Dialling mentioned access code would use the initial operation times settings that were set initially.

IMPORTANT: System operation times ES has to be enabled for this to work.

Furthermore, both mentioned BLFs can be used in a combination with a DID in case one would not want to open/close or reset operation times on a global level and would want to do so on a DID level.

For example​: Dialing ​“*404+DID”​ would open operation times only for a certain DID. The same goes for *405.

Operation Times on Extensions

As mentioned before in this document, there are few additional options related to the operation times on the extension.

To set operation times on extension one would need to navigate to the following path:

For CC​:

Home -> Extensions -> Edit extension in question -> Enhance services -> Enable Operation Times -> Press Save -> Edit Operation Times

For MT​:

Tenant in question -> Home -> Extensions -> Edit extension in question -> Enhance services -> Enable Operation Times -> Press Save -> Edit Operation Times

A screenshot below is presenting how the operation times look like on the extension. Below the screenshot, each of these listed options are described.

Extension's Operation Times Settings

Enabling operation times on the extension gives the user the ability to set different call redirections based on the operation times rules that are set. Here you can set up a destination to which the call should be redirected and also time and days when you want to redirect the same.

CSV Upload

Click on this button to upload Operation Times configuration from a csv file.

CSV Download

Click on this button to download Operation Times configuration as a csv file.

Download CSV Template

Downloading the CSV Template button should provide a file that already contains necessary headers which should help one in creation of the CSV files which can be uploaded by clicking on the ‘CSV Upload’ button.

Destination

Set here a destination to which all calls should be redirected throughout the duration of the ‘Close Dates’

Days

Specify days during which ‘Operation times’ rules will be applied.

From

Specify the exact time from which ‘Operation times’ rules will be applied.

To

Specify the exact time when ‘Operation times’ rules will stop to apply.

OPTIONS section

Timeout (sec)

Time set here describes the amount of seconds that extension will ring before the call is considered as unanswered.

Dial options

Add here advanced dial options for all incoming calls. Please see a detailed list of all available dial options below: https://wiki.bicomsystems.com/PBXware_5.2_Extensions#Dial_Options

Dial type

Defines whether all destinations will ring at the same time or one by one:

  • Simultaneous​ - All destinations will ring at the same time
  • Sequential​ - Destinations will ring one at a time, after the timeout call will move to the next destination in line

Confirm calls

With this option enabled you can make sure that the call is answered by a person and not by a voicemail.

For example: When picking up the call person needs to press ‘1’ (or another key on the phone) to answer the call. If that key is not pressed the phone will keep ringing because it will be considered as unanswered.

Last Destination section

Last Destination

This is the last destination that is called if all others from the ​'Destination'​ list do not answer. Last destination can also be a voicemail if you check the option ‘​Is Voicemail​’. For example: If this field is set to 100 and none of the extensions answer, extension 100 will be dialed.

Last Destination

Is Voicemail By checking this option voicemail will be set as a Last Destination instead as it is shown on the screenshot below.