How many phones can Twilio ring at the same time?
You can find the extended call forwarding function in the easybell cloud telephone system in your customer portal. It is activated in the call forwarding settings within an extension. To do this, simply click on "Activate extended call forwarding".
- In the mask of the extended call forwarding you first have to create profiles. The actual routing process with which the end devices are addressed is then specified in the profiles. To create profiles, please click on "New Profile".
- Please assign a meaningful name here ("profile designation"). You can also define a color to make the subsequent processing of the profiles clearer. Now individual steps are added to the profile, which are then processed in sequence when an incoming call is received.
- The individual steps are also given their own name, which is used later for administration.
- Next, the goal of this step needs to be determined. Various options are available for this purpose:
Note: Please note that the selection options always relate to the end devices that are assigned to the respective extension.
All end devices: All terminals assigned to the extension ring in parallel.
Selection of end devices: Another mask opens in which the desired end devices can be selected.
Announcement / answering machine: It is forwarded to an announcement or the answering machine of the extension.
External call forwarding: An external number can be specified to which calls are forwarded. Please note that this option uses another trunk line.
- In addition, a forwarding time is specified in seconds. This sets the time for which this step is carried out. After this time has elapsed, the system jumps to the next step in the list.
Note: The "Infinite" checkbox causes a never-ending signaling for the current step. This is set automatically for the "Announcement / answering machine" item, since further forwarding is not necessary here.
- Click on "Save" to apply the settings.
The chain of steps can be extended as required with "Add step". The applications and possibilities that are available here will be explained later under the point "Application examples".
Once all the steps of a profile have been created, all that remains is the "profile assignment". Here it is determined at what point in time which profile is active.
Important: At times for which no profile has been selected, the extension can be reached without restriction and with all end devices in parallel!
- In the "List view", please click on "New time allocation".
- Another mask opens in which you can now configure the respective profile, one or more days and the start and end time in which the profile will be active.
- By clicking on "Add" the data will be adopted.
- Back in the list view, existing assignments can be deleted or edited individually.
- Alternatively, the profiles can be selected in the "Calendar view" and configured by marking the time fields.
- With the selection "Delete" it is possible to undo erroneous markings.
- Existing assignments are changed by selecting another profile.
- Complete the configuration by clicking on “Save”.
In the following we would like to give you a few examples and show you how the configuration of these typical cases can be implemented.
Extension with several terminals
This process is already indicated in the screenshots of the general configuration. It is one of the most common scenarios that have been requested by our customers. Here an extension (in our example the "management") has several terminals. One is the office phone and one is the application on a smartphone. In the example shown above, "All devices" was selected as the forwarding destination. In this way, very simply, the two end devices are addressed in parallel. In the example, the devices will ring for 15 seconds before the call is ended with a busy signal.
Another possibility is to address the telephones of the extension one after the other. To do this, the first step is to set the forwarding destination to "Select end devices" and select the office phone from the list that appears. Here, too, we set the duration to "15 seconds" and then "save" the settings.
Then we add a second step to the profile and again select "Select end devices" as the target. "Cell phone management" is now activated in the device selection. The duration for this step should be selected a little longer, since depending on the current connection of the mobile device, a delayed connection may follow. With "Save" you apply the settings.
The chaining of several steps can now be expanded as required. To complete our first example, a further step with a forwarding to the management's answering machine is added. To do this, the destination is set to "Announcement / answering machine". The "Duration" is now automatically hidden. The desired announcement can now be selected in the lower area of the mask. Notification type and notification medium can be set as usual.
When the third step has been saved, the profile looks like this:
- A call is received on the extension, first the office telephone of the management rings for 15 seconds.
- The call is then forwarded to the easybell VoIP to go app on the management's smartphone.
- If the call is not accepted, the answering machine responds 25 seconds later and the caller can leave a message.
Please do not forget to save the settings for the profile here again.
Different behavior within and outside of business hours
In order to be able to distinguish between work and break times and / or after work, different profiles must be used. In this example, a control center is used in which (except for the management) all terminal devices of the company are integrated. The devices all ring in parallel, there is only a distinction between “working hours”, “break time” and “after work”.
As a first step, three profiles are created, which are given unique names. Appropriate colors make the administrator's work easier.
“Working time” has configured “All devices” as the target and has an infinite duration. This ensures that all the end devices involved are addressed in parallel when a call is received on the "control center" extension.
An announcement is activated for the “Pause” profile. This deactivates the entry of the duration.
The third profile is named "after work" and forwards all calls to the answering machine of the "switchboard" extension. Callers can leave a message. The duration of the forwarding is also deactivated here.
After all profiles have been created, we determine the times. In the example, the applies
- Working hours: Mon - Fri, 8:00 a.m. - 4:30 p.m.
- Break: Mon - Fri, 12:00 pm - 12:30 pm
- End of working day: everything outside of working hours
Escalating call sequences
Another very popular scenario is escalating call sequences. Initially, only a certain number of terminals are signaled. If the call cannot be accepted within the defined time, a larger group of end devices will follow that want to take over. In our example, we end the escalation with a signal on an external cell phone number.
The scenario is as follows:
- A call comes in to a support hotline.
- At first only one telephone rings (Support01).
- After a defined time, an additional device rings (Support01 and Support 02).
- Again after a further defined time, a third telephone rings (Support01, Support02, Support03).
- If the call is not accepted from this group either, “emergency cell phone numbers” are notified.
The setup is surprisingly easy. It only has to be ensured that the three support telephones are made available in an extension. A forwarding profile is now created in the extension, which is named "Support Escalation" in the example. There are four steps added to this profile. Support01, Support02 and Support03 each signal the grouping of telephones for 15 seconds. One telephone is added to the signaling for each step.
The fourth step then escalates the call so that it is routed to a number of external numbers. In our example these are two cell phone numbers. With a click on the "plus" symbol, additional target numbers can be entered here that will receive the call when this step occurs. Please note that one line of your tariff is used for each external number.
Since separate time regulations can be defined for each extension, it is possible to react flexibly to the application.
Forwarding calls to other extensions
If an extension only has one terminal device, which should be able to forward to another extension, this can be implemented via the forwarding destination "External call forwarding". The application example is as follows:
- A call comes in to the extension "Sales", which only has one terminal device.
- First, the sales telephone rings for 20 seconds.
- If the device does not accept the call, it is forwarded to the extension "Marketing".
For this purpose, a profile with two steps is created in the "Sales" extension: Step one is the signaling on your own device, which is configured for 20 seconds.
In the second step, an "external call forwarding" is activated as the destination, which leads to the number of the desired destination extension. In the example, the sales department (202) forwards to the marketing department (internal 204) with the number 03023 ... 4.
Of course, these examples can also be combined, creating a long list of areas of application. It is important to note that the periods that are not occupied by profiles do NOT include any forwarding. This means that the terminals are all signaled in parallel without any further logic that is stored in the respective extension.
If this point is observed, there are only few limits to the variety of applications.
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