Portal Basics - Call Routing

Incoming calls are received by Incoming Routes. The calls are then delivered to a module. Each module receives a call and also contains a destination if the call is not answered. The only modules missing an alternative destination if the call is not received are voicemail modules and fax adapter modules (neither shown below).

• The voicemail module will receive the call, play a recording, accept a voicemail message and disconnect the call.
• The fax module will play a fax tone, receive a fax and disconnect the call.

Incoming Routes module will receive a call from the Public Switch Telephone Network then deliver the call to another module based on the Destination set.

The following options are configurable via the Support Portal.

• Phone Number - Phone numbers containing a green background are configured. Phone numbers containing a red background are not configured.
• Call Tag - This code will appear on the phone display while the phone is ringing. This Call Tag may be replaced if set on another module before the call is delivered to the phone. Call Tags should be limited to 3 numbers or letters.
• Play Ringing - If enabled the caller will hear ringing until the call is answered unless another module receiving the call changes this setting.
• Hold Music - If Play Ringing is set to DISABLED then the selected hold music will play. This is usually DEFAULT. Contact Support if you would like to purchase alternative hold music options.
• Destination - Select the module or destination where the call should be sent after settings above are applied.
• If the Destination is indexed then you will see 2 right carrots next to each destination. Clicking on this icon will scroll your page to the destination set on this number.
• Save Changes - Click the icon to save any modifications to the number.

Toggle Codes module will receive a call and choose between the DAY MODE destination or NIGHT MODE destination. Dialing the MANUAL TOGGLE CODE or manually selecting the Current Destination will route calls between these 2 destinations.

Toggle Codes may set the Current Destination automatically based on time of day and day of week by contacting Customer Support.

• If the Current Destination is managed automatically then setting the Current Destination will only be temporary until overridden by the system based on the time preferences set by Customer Support.
• If you would prefer to manage the Current Destination manually then please Contact Support and request manual configuration be restored to the default settings.

The following options are configurable via the Support Portal.

• Description - Brief description for this Toggle Code to help you and Customer Support identify the Toggle Code.
• Manual Toggle Code - Code to dial on your phone to toggle the Current Destination between Day Mode Destination and Night Mode Destination.
• Day Mode Destination - Destination where calls are sent if the Toggle Code's Current Destination is set to DAY MODE.
• Night Mode Destination - Destination where calls are sent if the Toggle Code's Current Destination is set to NIGHT MODE.
• Current Destination - Allows you to select manually set the current destination to either the Day Mode Destination or Night Mode Destination.

The purpose of the Queues module is to receive calls from another module, ring multiple desk phones or voice adapters and if no answer deliver the call to another module or destination.

The following options are configurable via the Support Portal.

• Queue Description - Brief description for this queue or group of phones. This is usually a department name, description for this group of phones or description for the module order.
• Phones to Ring - Check the box to the left of each extension number to ring.
• Dynamic Members - This is an advanced option is for advanced users. Check the box next to each phone with permission to dynamic login or logout of the queue.
• Caller ID Tag - This code will appear on the phone display while the phone is ringing. This Call Tag may be replaced if set on another module before the call is delivered to the phone. Call Tags should be limited to 3 numbers or letters.
• Play Recording Before Ringing Phones - This recording is played to callers before the phones begin to ring. This is usually a welcome message, warning the call may be recorded or some other information or instructions for the caller. Customers who need to upload or request a custom recording should contact Customer Support.
• Caller Hears Ringing or Music - Choose if the caller should hear ringing while the phones are ringing or hear hold music while the phones are ringing.
• Select Hold Music, If Enabled - If Caller Hears Ringing or Music is set to Music then choose the music callers should hear. If you would like to purchase or upload custom hold music then contact Customer Support. This is normally set to Default.
• Enable Opt Out IVR, Frequency - This is usually set to OPT OUT IVR DISABLED. If not set to DISABLED then IVR specified by OPT OUT IVR, IF ENABLED will play at the interval selected offering callers an opportunity to exit the queue and be forwarded to another destination. If enabled the Frequency should exceed the minimum duration of the IVR's Audio Recording length. The Opt Out IVR is limited to a single option with a single digit.
• Opt Out IVR, If Enabled - Select the IVR to be used as the Opt Out IVR if enabled by Enable Opt out IVR, Frequency option above.
• Call Waiting - Enable or Disable call waiting. If Enabled then phones occupied on an existing call will hear a call waiting tone if this feature is supported by their device. if Disabled then phones occupied on an existing call will not hear a call waiting tone.
• How Long To Ring Phones - Maximum number of seconds to ring phones before call forwarded too Next Destination If No Answer.
• Next Destination If No Answer - The destination where the call is forwarded if not answered within the amount of time specified by How Long To Ring Phones has expired.

Click SAVE CHANGES when all modifications are complete.

The purpose of the Ring Groups module is to receive calls from another module, ring 4 digit extension numbers and/or 10 digit phone numbers and if no answer deliver the call to another module or destination.

The following options are configurable via the Support Portal.

• Ring Group Description - Brief description for this ring gorup or group of phones/numbers. This is usually a department name, phone number calls are being forwarded too or description for the module order.
• How Long To Ring Phones - Number of seconds to ring phones before caller is forwarded to Next Destination If No Answer. If ringing external numbers such as cell phones then How Long To Ring Phones must be sufficient time for the receiving carrier to locate the phone on their network, wait for the phone to ring and sufficient time to be answered. If Prompt To Accept Call is ENABLED then How Long To Ring Phones must contain a sufficient amount of time for the number to ring, answered by a human being and accepted before the call is disconnected.
• Play Recording Before Ringing Phones - This recording is played to callers before the phones begin to ring. This is usually a welcome message, warning the call may be recorded or some other information or instructions for the caller. Customers who need to upload or request a custom recording should contact Customer Support.
• Human Must Answer - If YES calls forwarded to non-Helix Telecom numbers must answer and press 1 to accept the call before How Long To Ring Phones expires. This option does not apply when forwarding to 4 digit extension numbers.
• Next Destination If No Answer - The destination where the call is forwarded if not answered within the amount of time specified by How Long To Ring Phones has expired.
• Phones and Numbers to Ring for Ring Group - Enter a comma separated list of 4 digit extension numbers and 10 digit phone numbers, without spaces, to forward the caller too. The Phones and Numbers will continue to ring until the call is answered/accepted or the How Long To Ring Phones expires.

The purpose of an Auto Attendant is to play a recording prompting callers to enter digits on their keypad. Based on the digits entered the Auto Attendant will forward calls to a destination.

The following options are configurable via the Support Portal.

• IVR Description - Brief description for this IVR or Auto Attendant. This is usually a department name, description for this menu or description for the module order.
• How Long To Wait For Caller - How many seconds to wait for the caller to enter some digits on their phone after the Audio Recording has completed playing.
• Repeat Menu While Waiting - Should the recording repeat if the caller does not enter any digits on their phone.
• Repeat Menu On Invalid - Should the recording repeat if the caller entered digits that do not match an option found in the list of possible options below.
• How Many Times To Repeat - If Repeat Menu While Waiting or Repeat Menu On Invalid are Yes then how many times should the menu repeat before forwarding the call to the destination configured below.
• Add 2 Digit Extension Dialing - If set to Yes then callers who enter the last 2 digit of the extension number will be forwarded to the associated extension number. Adding or removing extension numbers requires manually updating the IVR options below or re-enabling this option to automatically update the IVR.
• Add 3 Digit Extension Dialing - If set to YES then callers who enter the first digit of the extension number followed by the last 2 digits of the extension number will be forwarded to the associated extension number. Adding or removing extension numbers requires manually updating the IVR options below or re-enabling this option to automatically update the IVR.
• Add 4 Digit Extension Dialing - If set to YES then the caller who enters the 4 digit extension number will be forwarded to the associated extension number. Adding or removing extension numbers requires manually updating the IVR options below or re-enabling this option to automatically update the IVR.
• Option Caller Dials - Options must match the digits entered by the caller.
• Destination When Dialed - Destination call is forwarded too when a matching Option Caller Dials is entered by the caller.

The following Option Caller Dials are considered valid:

• If Option Caller Dials is configured and between 0 and 999999999 the caller will be forwarded to the Destination When Dialed;
• If option t is configured then callers will be forwarded to the destination selected after Audio Recording is played How Many Times To Repeat and How Long To Wait For Caller has expired.
• If option i is configured then callers will be forwarded to Destination When Dialed after the caller enters invalid Options Caller Dials on their keypad after How Many Times To Repeat.

The purpose of an Announcement or Recording is to play a recording then forward the caller to the destination.

The following options are configurable via the Support Portal.

• Announcement Description - Brief description for this recording.
• Destination After Recording Plays - Destination where caller is forwarded after the audio file completes playing to the caller.

Conference rooms allow participants to speak in a group setting. Conference Rooms are accessed by dialing the 7 digit conference room number using the same method as a 4 digit extension, setting the Conference Room as a Inbound Routes destination or as a IVR destination.

The following options are configurable via the Support Portal.

• Conference Description - Brief description for this conference.
• User Access Pin - Numeric pin code between 1 and 10 digits required for access to the conference. If this option is set then all callers must enter a valid pin code to access this conference room. If Admin Access Pin is set and User Access Pin is not set then callers must press pound (# sign key) when prompted for a pin to access the conference.
• Admin Access Pin - If this option is set then all callers must enter a pin code to access this conference room. Admins must enter a valid Admin Access Pin to enter the conference as an administrator. This is an advanced feature and should not be set.
• Maximum Number of Participants - Maximum number of callers who may join the conference. Contact the Sales Department to modify this setting.
• Announce Join/Leave - If YES then callers will be prompted to speak their name when entering the conference. The caller will then be announced when joining or leaving the conference.
• Play Music When Alone - If YES the first caller will hear hold music until one or more additional callers joins the conference.