Hosted PBX Setup

Basic Concept of PortaUM (article from PortaUM Admin PDF)

- PortaUM’s auto attendant is composed of a set of menus.

- All the menus are identical in every respect, except for the ROOT

menu, which is always present and cannot be deleted, and whose

name cannot be changed.

- When a caller dials the system, auto attendant will answer (connect)

the call and proceed to the ROOT menu.

- If a user tries to access a menu which is not currently active, the

action specified in the Not Active configuration parameter will be

performed; for instance, the user may be automatically forwarded to

an “after hours” menu.

- The Intro prompt (e.g. “Welcome to Globalink Inc, a VoIP solutions

company!”) is played when a user enters a menu for the first time.

- After this, the Menu prompt will be played, listing all the available

options (e.g. “Press 1 for sales, press 2 for technical support”), and

auto attendant will collect the digits dialed by the user on his phone

touchpad.

- If no input is received (timeout), the Default prompt is played and

the dialog reverts to the previous step (i.e. plays the Menu prompt

and collects the user’s input).

- The user’s input will be matched with the corresponding menu items,

and the action associated with this item will be performed. The

following actions are possible:

o Default – Plays the Default prompt from the current menu

and returns to the “Play Menu prompt” step (this is the action

used for all menu items where the initial value has not been

modified).

o Transfer – Transfers the call to a given telephone number or

extension. The phone number should be entered in the same

format as the customer would use to dial it from an IP phone

in his IP Centrex environment; for example, to transfer a call

to extension 123, simply enter 123.

o Transfer to E.164 Number – Transfers the call to a given

number. The number should be specified in E.164 format: the

country code, followed by the area code, and then the number

(e.g. 16045551234 for Canada).

o Transfer to Extension – Transfers the call to an extension

number entered by the caller from his phone. To prevent

abuse (e.g. someone attempting to enter a long-distance

number in this way), you can specify the maximum allowed

number of digits in an extension (Max Size).

o Transfer to Voicemail – Switches to voicemail mode. This

should be designated as an action for the “Fax” event, in order

to allow storage of received faxes.

o Menu – Transfers the user to the selected menu.

o Directory – Launches this company’s dial-by-name directory.

o Queue – Transfers the call to the specified call queue.

- You may select whether the corresponding Before Action prompt is

to be played prior to the action.