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PBXww by DID HQ – The Ultimate Tool for Handling Incoming Phone Calls


PBXww is a powerful tool for managing and directing incoming phone calls. The PBXww platform is designed to give the user flexibility, freedom and control over how calls to their virtual numbers are handled.


The PBXww is applicable for personal and business use, and operates as the customer's own hosted telephony service. 

By using PBXww control panel customers are able to easily do the following:



  • Receive calls from one or many local numbers;

  • Forward calls to any phone number or VoIP destination;

  • Play back custom recorded messages to callers;

  • Direct calls using extension numbers;

  • Send calls to a voice-mail box;

  • Send voice-mail messages to selected email addresses;

  • Receive faxes and forward them to an email address;

  • Access a dial tone from configured DID numbers;

  • Host conference calls.


Using the PBXww Control Panel


PBXww is quickly and easily configured via web interface, with drag-and-drop objects being connected together to control exactly how the call progresses. 

The components used in building PBXww applications are as follows:



  • Object is an element that performs specified functions in building an PBXww application for the customer.

  • Palette is the location where the objects to be used are listed.

  • Cables are used to connect objects together.

  • Workspace is an area where the objects are assembled.

  • Trash is used for removing objects from the workspace.


The initial PBXww configuration screen consists of three components: Palette on the upper left corner, Trash in the lower right corner, and the center Workspace in which the voice management system will be assembled.


Palette


The Palette serves as a listing of all the types of objects that may be used in setting up the call forwarding system for the customer.


PBXww U G Palette 1.jpg


In order to use a specific Object, drag it from the Palette and release this it over the Workspace.


PBXww U G Palette 2.jpg


Object


There are number of different types of Objects, each performing a specified function or set of functions.


PBXww objects may be arranged and inter-connected in a wide variety of combinations, with calls being passed from one object to another as required.


Once an Object has been added to the workspace, it must be configured.


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A single click on the unconfigured object will display a notice “You need to configure this component”. To configure Object, click the “configure” icon and enter the required information.


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Configuration options for the all object types are specified in the next section of this document.


Each Object contains either one of two sockets, which are shown as small protrusions on the left and/or right sides of the Object.


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These sockets are used for connecting the objects together via Cables.


Cables


Cables are used to logically connect the Objects that have been placed in the Workspace area.


To create a сable, click the right-hand socket of an object, and this сable will follow your mouse pointer around the Workspace.


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To connect two objects together, place the pointer with the attached сable over the left socket of another Object and click on it. 

The usage of Cables connecting a Voice Menu to other objects is of particular importance. These cables are automatically given extension numbers (shown as a number in a circle on each cable). This allows customers to define how calls should be forwarded according to the extension number entered at the voice prompt.


To change the extension number, click the Cable number and enter the required information. To remove a previously connected Cable, place the pointer over the Cable, until it changes color, and then click on that cable.


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The Cable will now become detached and may be redirected to another Objects. To delete the Cable, click on it once more.


Trash


Trash allows the user to delete objects that have been previously placed on the Workspace. Drag any object over the Trash and then release it in order to delete that item.


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Object Configuration


Calls are passed from object to object, with each object performing a specified function or set of functions. PBXww objects fulfill almost any need that customers may have on their phone systems.


The configuration options for the different types of objects are discussed below.


Phone Number


The Phone Number object is configured with a virtual number on which incoming calls are to be received.


PBXww U G PhoneNumber 1.jpg


When you open the Phone Number object for configuration, a list of previously purchased, unconfigured DIDs will be displayed (country and area codes). You may click on any of these phone numbers to select the DID for this object. In addition, the Phone Number object allows the user to purchase additional DIDs. Note that a single phone number should be selected for this object.


PBXww U G PhoneNumber 2.jpg


Voice Menu


The Voice Menu object is used for implementing an IVR (Interactive Voice Response) or automated attendant system. The Voice Menu plays a recorded or uploaded message and allows the caller to enter an extension number, with the call then being passed to the connecting object with the matching extension number.


PBXww U G VoiceMenu 1.jpg


The information to be entered for this object is:



  • The name of the Voice Menu.


PBXww U G VoiceMenu 2.jpg



  • A voice message that may either be recorded directly,or may be uploaded from an existing file. Typically this message would include information pertaining to extension numbers that are to be pressed by the called in order to connect with people or departments.


PBXww U G VoiceMenu 3.jpg


In order to record a message, follow the simple instructions shown.


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Alternatively, a voice message in .wav format may be uploaded.


Once the voice message has been recorded or uploaded, its length in seconds will be displayed on the right-hand side of the configured Voice Menu. To play back this message, click on the arrowhead icon in the centre of the Voice Menu object.


A simple usage example of the Voice Menu object is shown below, where a voice message is played to the caller, with the instructions “Press 1 for Mike and 2 for Pete”.


PBXww U G VoiceMenu 5.jpg



It is important to note that the extension numbers may be edited as required. Simply click on the extension number on the connecting cable and edit that number. Valid extension numbers are from 1 to 999. PBXww U G VoiceMenu 6.jpg


Person


Person is an object configured with a single phone number or a series of phone numbers to which incoming calls are forwarded.


Multiple numbers may be configured as a hunt group, and calls are sent sequentially to the listed phone numbers. If the first phone number is busy or remains unanswered for a configurable time period, the call goes to the next phone, and so on through the list of extensions. Additionally, unanswered calls can be forwarded to voice mail.


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The information to be entered for this object is:



  • The name of the person to whom the calls must be forwarded.


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  • The forwarding method (Land Line, Mobile, Voice over IP or Google Talk).


PBXww U G Person 3.png


Once you have selected a forwarding option, you must fill in the necessary information required for that option (phone number, SIP URI, Skype name or email address). The Person object may be configured with multiple contact methods by clicking the “+” sign.


PBXww U G Person 4.png


These multiple contact methods act as a hunt group, and the ring times and sequences are configurable by stretching and dragging the contact icons along the displayed timeline bar.


PBXww U G Person 5.png


Voicemail


Voicemail is a mailbox in which callers may leave voice messages, which are then sent to the specified email address.


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The information to be entered for this object is:



  • The email address to which the voicemail should be sent.


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  • A voice message that should be played for the caller. Note that this message may either be recorded directly, or may be uploaded from an existing file.


Once voice message has been recorded or uploaded, its length in seconds will be displayed on the right-hand side of the configured Voicemail. To play back the message, click the arrowhead icon.


Conference


The Conference object allows multiple callers to partake in a conference call. A PIN code for access to the conference room must be entered.


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Fax


The Fax object allows received faxes to be forwarded to an e-mail address, which is entered in the object configuration.


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Blacklist


The Blacklist object is used to block incoming calls received on specific numbers.


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The information to be entered for this object is:



  • The name of a list.

  • Choose whether or not you wish to include a Global Blacklist in your filter.


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  • A phone number that should be included in the Blacklist.


The Blacklist object may be configured with multiple numbers by clicking the “+” sign.


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Dial Tone Access


The Dial Tone Access object is used to provide outbound dialing access from the system using the customer's account. Calls placed to a phone number connected to the Dial Tone Access object will provide a dial tone following successful PIN authentication. The customer may then dial out, with phone numbers being entered in E.164 format (country code + network + number). This methodology is also known as DISA (Direct System Inward Access).


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The information to be entered for this object is a PIN code.


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Notification


The Notification object is used to provide alerts when a specified event occurs. For example, the user may wish to be notified by receiving an SMS when a caller joins a conference or when a fax is received.


PBXww U G Notification 1.jpg


A name for the Notification object is required, after which a notification method must be selected (Email or SMS).


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For notifications via email, a valid email address must be entered.


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Customized notification text for the email may be entered, with auto-fill fields (caller’s number and called number) available so as to provide additional important notification details.


PBXww U G Notification 4.jpg



For notifications via SMS, a valid phone number must be entered in E.164 format. E.164 is an internationally recognized standard for phone numbers, with a general format:


<CountryCode><City/AreaCode><LocalNumber>


The country code is 1-3 digits long, while the city/area code and local number length can vary. Some examples of phone numbers in E.164 are:


14162223333 for Toronto, Canada


60321345678 for Kuala Lumpur, Malaysia


Customized notification text for the SMS may be entered, up to a maximum of 140 characters.


Please note that any notifications sent via SMS will be automatically billed at a rate equivalent to two minutes voice calling according to the user’s specified pricing plan.


 


Time Routing


The Time Routing object allows incoming calls to be forwarded to different objects, depending on user-defined day and time specifications. This object includes flexible time rules, and call routing is based on a simple “Yes/No” logic.


PBXww U G TimeRouting 1.jpg


A name for the Time Routing object is required, and the relevant time zone should then be selected.


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Clicking on the “+” sign on this object allows the user to add time routing logic.


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The user is able to define multiple rules for each Time Routing object, resulting in the sophisticated management and routing of calls.


Time rules are created for each day of the week, defining the start and stop times for which incoming calls will be routed according to “Yes/No” logic.


PBXww U G TimeRouting 5.jpg


Clicking on the right-hand socket of the Time Routing object generates two cables: a “Yes” option which defines the routing of calls if a day/time match occurs, and a “No” option which defines routing in the case of a failure in the day/time match. These cables are then connected to other objects such as Person or Voicemail objects so as to complete the time routing requirements.


PBXww U G TimeRouting 6.jpg


If necessary, previously added time routing rules may be deleted by clicking on the “-” sign to the right of the rule.


Record


The Record object allows you to record phone calls. The call contents are sent to a predefined email address as an attachment after the termination of each call.


PBXww U G Record 1.jpg


A name for the Record object must be supplied, and a valid email address must be entered to which the call contents will be sent. A usage example for the Record object is shown below, where this object is inserted between a Phone Number and Person object so that all incoming calls are recorded.


PBXww U G Record 2.jpg


 


Playback


Playback allows you to create a voice recording for later playback to callers, and also functions as a text-to-speech utility.


PBXww U G PlayBack 1.jpg


A name for the Playback object must be entered, following which you can either select the text-to-speech or audio message options.


PBXww U G PlayBack 2.jpg



The text-to-speech option allows you to enter text that will be converted into speech. Over forty different languages are currently supported, and auto-fill fields (caller’s number and called number) are included so as to provide additional important details.


Firstly, select the language into which the entered text should be converted prior to playback.


PBXww U G PlayBack 3.jpg



You are required to enter a text message that will be converted to speech. Note the availability of optional auto-fill fields.


PBXww U G PlayBack 4.jpg



A usage example for the Playback object is shown below, where a voice message is played to the caller, following which the call is passed to a Person object for further processing.


PBXww U G PlayBack 5.jpg



If you wish to create a voice recording for later playback, select the “Audio Message” option. You are given the option of creating a new recording, or uploading an existing voice message.


PBXww U G PlayBack 6.jpg


PBXww Usage Examples


PBXww objects can be arranged and logically connected in limitless combinations that will fulfil all incoming phone call requirements. We have listed some basic configurations that will assist you in understanding the various components and their functionality.


A Basic Combination


Incoming calls to the assigned Phone Number are connected directly to Voicemail. The caller leaves a message that is sent to specified e-mail address.


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For Personal Use


Incoming calls to the assigned Phone Number are directed to the Person, where the calls are forwarded to selected contact numbers.


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For example, this Person object may be configured for the following logic:



  • On receiving an incoming call, first ring Mike’s home phone for 30 seconds.

  • If there is no answer from that phone (or the line is busy), then ring Mike’s mobile phone for 20 seconds.

  • If there is no answer, then forward the call to voice mail.


Note: the number of seconds that each designated phone number should ring is configurable.


===For Small Businesses and Groups===



Incoming calls to the assigned Phone Number are directed to the Voice Menu, and a previously recorded custom message is played. This message serves to provide the caller with further options regarding the routing of their call via extension numbers.


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Typically, this Voice Menu is used to forward calls to a Person or a Voicemail. An example of recorded message for such an object would be “Press 1 for Mike, 2 for Peter and 3 to go directly to voicemail”.


For Medium-Size Businesses


PBXww objects can be simply added and configured to meet your evolving needs and staff functions. The Voice Menu object may used to direct phone calls to various departments and personnel both inside your offices and at remote locations.


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