Functions

In the Functions section you will find different components that will allow you to define your PBX performances. By dragging the icon corresponding to each function into the work grid and joining the component as indicated for each of them, you can set up how you wish the calls to be taken in a swift and simple way. Each function can be pulled down on the call plan as many times as it is deemed fit.

The different components available in the Functions section are described below.

Play Audio

This component illustrates in a simple way how the call plan and the PBX work. You can associate a sound file to the component (MP3 or WAV) and when a call passes through it, the person on the phone will hear the file’s playback.

To associate the file to the component, click on the microphone icon on the left of the component. This way, you will access a simple sound file library that makes it possible for files to be played, uploaded and deleted. Select the file to be played back at the point where you place the component and click on select. Remember that if you upload a new file and you cannot see it, you must press Reload.


Dial plan - Functions - Play AudioZoom


IVR

This component makes it possible for calls to be forwarded depending on the number dialed by the caller. It must generally be accompanied by a Play Audio or Text to Speech prior to informing the caller that he must press certain numbers. The paradigmatic case is the typical PBX speech saying: "Press 1 if you want to speak with the business department, press 2 if you want to speak with the management department...". After playing back something similar, you must place the IVR component and fill in as many numbers and diversions as it is deemed fit.

The component has 2 tabs in the top, Keys and Repeat. In the Keys tab the plus sign icon will add a new possibility to the component and the minus sign will eliminate the one corresponding to the line where it is. In the dialogue boxes you must indicate the number or numbers that must be dialed so that the call is diverted by the connector to the right of the number. If none of the numbers match the options given, the call will be diverted by the lower connector.


Dial plan - Functions - IVRZoom


You can use the Repeat key to indicate the time to wait for the message prior to IVR to be repeated again and the number of times it must be repeated before the call is directed by the lower connector if the caller has not pressed any correct option.


Dial plan - Functions - IVRZoom


Text to Speech

It works similarly to the Play Audio component, but instead of indicating the sound file to play back, you can write a text that will be read by an automatic speaker. The main advantage of this component lies in that it allows reading of Session variables. If you want to read a numeric variable number by number, you must enter the character # before the session variable. Example, You are calling from number #{CALLERID(NAME)}.

If you want to insert a pause between the text, you can do it with the word "silencebreak" for a short silence or "longsilence" for a longer pause (without the quotes).

Dial plan - Functions - Text to SpeechZoom


Ring all

As its name indicates, it is a component that makes it possible for a call to be diverted through all its lateral connectors. The call will be forwarded to the connector that picks ups the call first. It will be useful if you want to divert the call to several extensions so that it is picked up by the one that is available or if you want to call an extension and a mobile number simultaneously in case the person associated with the extension is not in the company at a given moment.

The component has three tabs on the top. First the Extensions tab where, like with other multiple components, you can add new connections clicking on the plus sign icon and delete them by clicking on the minus sign. Each lateral connector will presuppose that a call will be made to the extension or external number associated to said connector. The lower connector will be taken if none of the extensions or numbers is available.


Dial plan - Functions - Ring allZoom


The second tab is the Policy tab. This window will allow you to define the waiting time after which the call will be diverted by the lower connector and whether you want all the calls to be made simultaneously or one by one


Dial plan - Functions - Ring allZoom


The last tab, Exit, enables the calling user to cancel the call to the extension at any moment by pressing a number on his phone and the call will be forwarded to the extension number indicated on the field Go to extension. This performance is useful if, before calling the extensions, the user is notified with a speech to “please hold, or press 0 to leave a message in the voice mail”. The following image illustrates an example of this performance.


Dial plan - Functions - Ring allZoom

Queue

Queue component allows you to distribute incoming calls between extensions and external numbers. When a caller arrives to the queue it will be hold with music until one operator can attend it. Queue component will call all operators following a defined strategy.

Configuration options are these:


Name: enter here a name to identify the queue.

Strategy: this value determines how will try to call operators that belong to the queue (extensions or external numbers). These are the available strategies:

  • Ring all: queue will call all operators simultaneously.
  • Round robin: it will call operators following a predefined sequence.
  • Last recent: operator with most time without attending calls will be the first one to be called.
  • Fewest calls: operator with fewest calls attended will be the first one to be called.
  • Random: call will be forwarded to a random operator.

Priority: this field represents the priority has this queue over other to forward a call to an operator.

Call to: in this field you can define which operators will attend this queue. These are available options:

  • All extensions: all extensiones defined in the PBX will receive calls from this queue.
  • Groups: select a group with extensions or "Call external number" componentes that will receive calls from this queue. You can define new groups in the "Visibility groups" tab in the left panel. One you have created a new group you can add extensions or "Call external number" components to this group clicking on the groups management icon in the top right corner of each component and selecting the group in the queue column.


Enable periodic notificacions: if enabled a notificacion will be played each several seconds while the caller is not attended.


Max time waiting: this field defines the maximum time a caller will be waiting without be attended in the queue. When finished this time, call will be forwarded to the next component.

Wrapup time: if you want operator to have a time between hangup a call and receive a new one you can define it here.

Max num callers: here you can define how many callers can be in the queue simultaneously between be forwarded to the next component.

Use queue without agents logged in: if there is no operators logged in and you enable this oprtion callers will be entered in the queue.

Leave callers when no members available: if a caller is waiting in the queue and all operators leave the queue, the caller will leave the queue and forwarded to the next component.

Record call

If you place this component on the path of a call, it will be recorded from the point where this component is and you will be able to access its sound file from the Calls module.


Dial plan - Functions - Record callsZoom


Call an external number

This component makes a call outside the PBX; it will be useful if you need a call to be forwarded to an alternative number, for instance, a mobile phone. If the telephone does not answer the call (rejects it or is busy) it will continue along the connector located at the bottom if is connected to another component; contrariwise, the call will be hung up.

Si marca la casilla "Permitir transferir llamadas", el número al que se desvíe la llamada podrá hacer transferencias a otros números a través de la centralita marcando "#".

It is also possible to make a call using a session variable containing the number to dial; it may be useful if you want to make calls to more expensive destinations using the PBX rates and save beforehand the number to be dialed in the variable using the component Set variable.


Dial plan - Functions - Call an external numberZoom


If CallerID

The If CallerID component enables to divert the calls depending on the telephone number of the incoming call. It is useful to differentiate certain specific telephones so as to give them special treatment. If the caller’s number is not among those indicated, the call will be diverted by the lower connector. You can add new number by clicking the plus sign and delete them clicking on the minus sign. When a call comes from the number indicated, it will be diverted by the connector to the right.

Value to compare can be the first digits of the number (ie: to forward the call depending on landline/mobile or geographic prefixes) or an exact number. To enter an exact number match the value should be between simple quotes (ei: '911123123').


Dial plan - Functions - If CallerIDZoom


If time

With this practical component, you can divert the calls depending on the time, day and month in which they are made. Use it, for example, to notify the caller that he is not calling during office hours. Like with other components having different conditions, use the plus sign to add new time ranges and the minus sign to delete them. If the call is made at a specified hour, it will be diverted by the lateral connector and if it does not comply with any of the hours, by the lower one.


Dial plan - Functions - If timeZoom


To define new hours click on the calendar icon to the right of the hour name. A window will pop up allowing you to enter:

  • Tag: the name of the hours entered, for example, type Tomorrow if you are going to define hours for tomorrow.
  • From Hour: indicate the beginning of the period to be defined in terms of hours. For instance, if your hours start at 8 in the morning, enter 8 : 00.
  • To Hour: To Hour: the hour at which the hours entered finish. For instance, if your hours finish at 2 in the afternoon, enter 14 : 00.
  • From day of the week: the day of the week from which this period is valid. If you work Monday to Friday, enter Monday.
  • To day of the week: enter the day of the week in which the period defined finishes. In the above case, Friday .
  • From month and To month: enter the months in which the period indicated is valid. For instance, you can use this option to define a period that finishes in a given month.


Dial plan - Functions - HoraZoom


Voice Mail

Use this component to send the call to the voice mail of the extension indicated.


Dial plan - Functions - Voice MailZoom


Call extension

This component waits for the caller to enter the number of the extension he wants to speak with. It may be useful to previously add a Play Audio or Text to speechcomponent to notify the caller that he is expected to enter the extension number.


Dial plan - Functions - Call extensionZoom


Add tag

The Add tag component enables you to sort your calls for a later search in the Calls module. Place the component on the path of the calls you wish to tag and the calls will be marked with the tag selected. For example, you may use it to identify what calls go to each department in your company. To search the calls with a given tag, go to the Calls module and click on the top right of the tag you wish to filter. It is also possible to export calls with their corresponding tags.


Dial plan - Functions - Add tagZoom


Callback

It allows calls to be made to the outside through the PBX thereby taking advantage of the service’s rates for your international calls. When a call is received by this component, the call will be hung up and a while later the caller will receive a call from the PBX. This call will enable you to dial the number you wish. If you want to prevent unknown numbers from reaching this point and so make calls at your expense, you may use a If CallerID component before it to identify the numbers permitted.


Dial plan - Functions - CallbackZoom


Call URL

This component enables you to make calls to an Internet URL with the parameters indicated and collect a result. It can be useful to call an application in your web that saves a log of the calls received in your internal management system. In URL, enter the page you wish to call (it can be a php or asp). In Parameters, enter the variables and their values as you would in a GET request by HTTP. In the Parameters field, it is possible to use environment variables.

The response given by the URL is saved in the environment variable {URLRESPONSE}, but you must keep in mind that it will be crushed by the next Call URL component that is executed. Make sure that the response given by your page is a string or a numeric value. If the called URL returns more than one line (separated by \n), then each of the lines will be stored in several variables: {URLRESPONSE}, {URLRESPONSE2}, {URLRESPONSE3}...

For example, if you wish to save a calls log indicating the department and the caller’s telephone. The URL would be for example http://www.yourweb.com/newcall.php and the parameters like department=1&callerid={CALLERID(NAME)}.


Dial plan - Functions - Call URLZoom


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