Virtual PBX Manual



⏱️Tiempo de lectura: 22 minutos, 25 segundos

Summary of contents

This time we will show you the Gesditel phone system user manual. 

If you wish, in addition to consulting the user manual for the telephone system, you can also consult the manuals for agents and administrators.

WHAT CAN A VIRTUAL PBX DO FOR MY BUSINESS?

The virtual IP PBX service is equipped with software tools accessible from the Internet to guarantee the control of consumption and telephone traffic without the need to install additional software.

In order to have access to all this information, we must perform a proper configuration of our PBX. There are tasks that can be configured from the terminal itself and others from the control panel of the PBX.

1. WEB PANEL: a web access is provided (control panel) and one or more administrative profiles with login (user and password) from which you can perform many tasks that we will explain later.

2. TELEPHONE TERMINAL: on the other hand, GESDITEL also allows to perform many useful actions directly from the telephone terminals, through the use of some service codes.

3.Most of these codes are standardized, so you can probably use them whatever your IP telephony or virtual PBX operator. Customers of our telephone services can use them with 100% security.

At this point of the Virtual PBX Manual, we will approach the configuration of our virtual PBX from the two options highlighted above: panel and terminal.

 

HOW TO CONFIGURE THE WEB PANEL OF THE VIRTUAL PBX? – VIRTUAL PBX MANUAL

In this Virtual PBX Manual we will explain step by step which tasks for the control of your PBX you can configure from the web panel.

We can access to the web panel as follows:

    • Enter the web address: https://centralita.gesditel.es or click on this link.
    • Once in the dashboard you must register using the username and password that your assigned consultant will send you, and click on the green button called “Sign in.”

Once we enter inside the web panel, we can see all the configuration options of it. We will indicate below tab by tab how to perform the configuration of the functions of our Virtual PBX:

1. HOW TO INSERT SCHEDULES AND HOLIDAYS IN THE VIRTUAL PBX?

Here we will create the schedules in which the locutions of our business hours or absence in the establishment due to holidays must appear. We access this option by clicking on this second tab of the web panel:

manual-centralita-virtual-hours-holidays

 

As we can see in the image below, in this tab we have 3 options:

1 – Create new timetable.
2 – Delete existing timetable.
3 – Edit existing timetable.

 

manual-centralita-virtual-horarios

 

Now, let’s further develop the first option:

  • HOW TO CREATE A NEW SCHEDULE IN THE VIRTUAL PBX?

From the SCHEDULES AND HOLIDAYS tab, click on the “New” button in the upper right corner.

 

manual-centralita-create-new-schedule

 

In the following view, the panel will be displayed as follows:

 

manual-centralita-virtual-creacion-horario-opciones

 

As we can see, in the cases of creating a new timetable a simple interface with 3 different creators is available:

 

1. WEEK:

We will perform the creation of the new timetable by selecting time slots in week view.

We will create the new timetable by selecting time slots in week view.

 

manual-central-schedules

2. CALENDAR:

We will define the schedules according to the selection of full days in a calendar, this option is very useful to define a special schedule in working holiday days.

 

manual-centralita-virtual-gestion-horarios

 

IMPORTANT: We recommend creating two different holiday calendars as shown in the image, one dedicated to local holidays and the other to national holidays (as these holidays are irremovable, the same every year).

 

holiday-calendar-central-virtual

 

  • HOW TO CREATE A NATIONAL HOLIDAY SCHEDULE IN THE VIRTUAL PBX?

As we have commented in the previous section, in the case of a national holiday (only this one, since it is irremovable), we recommend defining an exclusive schedule.

– We create a new schedule:

 

manual-central-schedule-create-new-schedule

 

– We define the day / days of special schedule: from the “calendar” tab, select the day / days with special schedule and click on “Add new holiday for all years”:

– We define the day / days of special schedule: from the “calendar” tab, select the day / days with special schedule and click on “Add new holiday for all years”:

 

manual-centralita-virtual-horario-festivo-nacional

 

– In the window that appears next, we select again month and day with the help of the drop-down menu. We must not forget to click on the “Save” button.

 

national-holiday-timetable-virtual-central

 

– Once we have saved the new holiday we have entered, the following window will show us again the calendar panel, where we can visualize the holidays entered and if we agree that they are correct, we must go back to “Save” to confirm:

 

confirm-national-holiday-virtual-calendar-panel

 

– Delete holiday: if on the other hand we realize that the holiday entered is incorrect, simply click on the trash symbol to delete it and again, click on “Save” so that the changes are confirmed.

– Delete holiday: if on the other hand we realize that the holiday entered is incorrect, simply click on the trash symbol to delete it and again, click on “Save” so that the changes are confirmed.

 

delete-festive-central-virtual

 

3. CUSTOMIZED:

To start, click on the “add a line” option.

 

virtual-switchboard-virtual-schedule-custom-create

 

At this point, we will open a new panel where we will define all the aspects of our schedule from start to finish: days, hours, months.

 

centralita-virtual-gestion-horarios

 

In this and all other cases, do not forget to click on the Save button at the end.

 

virtual-switchboard-configure-custom-timetable

 

2. HOW TO INSERT LOCATIONS INTO THE VIRTUAL PBX?

The system allows self-management of our voiceovers. We can access the tab from “voiceovers” as follows:

 

manual-centralita-gestion-locutions

 

1 – How to create a new voice mail in the virtual pbx?

The system allows us to create customized voiceovers.

To start the new voicemail, click on the green button at the top right:

 

new-locution-locution-central-box

 

Next, we assign this new locution an internally recognizable name and we can:

– record it directly into the platform in our own voice,- upload a file in .wav format with the voiceover already recorded outside the platform,

– upload a file in .wav format with the voiceover already recorded outside the platform,

– or enter an alternative text that will be voiced by the platform’s virtual assistant.

Let’s look at it below:

 

locucion grabar centralita virtual

 

2 – How to delete a locution in the virtual PBX?

On the other hand, once the voiceovers have been created, we can perform other actions such as: delete them, edit them, download them, listen to them.

To delete a voice-over, simply click on the “trash” button of the voice-over in question.

manual-centralita-eliminar-locucion

3 – How to download a voice-over in Wav format in the Virtual PBX?

We can download the voice-over file in wav format as shown in the image.

 

centralita-virtual-descargar-wav

 

4 – How to edit a voice-over (modify voice-over text or name) in the virtual pbx?

You have the possibility to edit a previously created voice-over to adapt it to a new data that you need. We do it by clicking on the pencil option as we show.

 

ceentralita-virtual-editar-locucion

 

At that moment a new window opens where we see the options of:

 

– Name: here we change the identifying name that we assign to the locution. This is a data that we only see internally as an identifier.

 

virtual switchboard-change-locution-name

 

– Automatic text: in this section we write the text that we want to be voiced by the virtual assistant. Sometimes for words that are difficult to pronounce, we recommend that the text or certain words are written as they sound, as it will facilitate understanding when listening to the virtual assistant.

centralita-virtual-cambiar-text-descriptivo-locucion

 

IMPORTANT: if we are going to add a telephone number to our voice-over, so that the speaker can understand what the assistant is playing and in a paused way, we must separate each number by semicolon and space. At the end, we recommend entering a “we repeat” and replaying the phone number. An example would be like this:

 

numero-telefono-texto-automatico-centralita-virtual

 

– Language: we have the option to choose the language in which the virtual assistant will communicate and play the inserted alternative text. Also, if we have a gender preference, we can define whether we want the voice of a female or a male virtual assistant. To define all this, simply click on the drop-down menu and select the appropriate one.

centralita-virtual-cambiar-idioma-locucion

 

– Record voice-over / upload voice-over: the system gives us the option to upload or record directly on the platform and with our voice the message we want to be played. To do this we click on either of the two desired options:

centralita-virtual-grabar-subir-locucion

 

– Save: to finish confirming all our changes, we must not forget to click on “Save”.

 

centralita-virtual-guard-locucion-editada

 

5 – Play voice-over from the browser:

We can listen to the final result of our recorded / uploaded or voiced message by the virtual assistant by clicking on the playback symbol as shown.

Listen to the final result of our recorded / uploaded or voiced message by the virtual assistant by clicking on the playback symbol as shown.

 

centralita-virtual-escuchar-locucion

 

3. HOW TO INSERT STANDBY MUSIC INTO THE VIRTUAL PBX?

The system also has a custom music playlist manager that can be assigned to call groups.

From the interface it will be possible to create, edit and delete music lists from audio files.

 

manual-centralita-listas-musicales

4. HOW TO MANAGE CALL LOGGING IN THE VIRTUAL PBX?

4.1. How to search for calls in the Virtual PBX?

The “Call Log” tab will allow us to search for calls in our saved history according to various parameters.

Clicking on the blue button called “Filter” (top right) will display a powerful call filter where you can search for a call:

  • By date. By clicking on the “from date” and/or “to date” button and selecting from the calendar a start date and an end date to narrow the search to a specific date range.
  • From time. By clicking on the “from hour” and/or “to hour” button and selecting hour and minute to narrow the search to a specific time range.
  • According to the direction of the call: incoming call, outgoing call, incoming and outgoing or external outgoing (external outgoing call is the one to fixed or mobile destinations with short numbering)

IMPORTANT:

  • Filter of answered or unanswered calls: by activating this filter you can find calls that your customers have made to you and have not been answered by any of your agents, or calls that your salespeople have made and no one has answered.

  • Filter by call type. You can choose between outgoing or incoming calls to/from: national destination, mobile, toll free number, smart network (80X and 90X), International, Other national destinations (destinations with special pricing, such as medical appointment assignment)….
  • Filter by queue: if we go to the bottom of the call log filters option, we realize that we can also filter by agent queue. Click on the queue filter box and the available queues will appear (the queues are created by our provider, GESDITEL in this case, from its advanced panel). We can also define if we want to see the answered calls, unanswered calls or all calls:

filter-x-tail-centralita

Once you have selected and applied the appropriate filters, the system will display the calls that meet those parameters.

You can download the filter by clicking the green “Download CSV” button and a document will be generated with all the information of the calls. You can also re-filter other parameters by clicking the blue “Filter” button. Finally, you can clear the filter by pressing the red button and start filtering again.

 

4.2. How to consult consumptions performed in the virtual pbx?

The platform will have advanced filters that will allow to consult in real time the consumption made by each of the extensions, groups, origin-destination, type of call (national, fixed, mobile, internal, special numbering, international…) etc.

 

filter-virtual-central-phone

 

It is possible to export all the consumption filters and call history from the “Download CSV” button.

 

descargar-csv-filtro-cola-centralita-virtual

 

4.3. How to record calls in the virtual pbx?

The system gives us the option to record calls automatically. If we have this feature enabled, we can search for any call we are interested in listening to after it has been made. We use any of the previously exposed filters and once the call is located, we listen to it where it is shown:

recordings-call-central-virtual

 

IMPORTANT: note that if we wish, we can also download the recording of the specific call. We do this by clicking on the following option:

 

download-call-recording-virtual-central-phone

5. HOW TO ADMINISTER CONTACTS IN THE VIRTUAL PBX?

The system supports remote contact calendars.

It will be possible to create contact books from the PBX and automatically synchronize them with all terminals (this feature is available on some makes and models, including a variety of Yealink terminals).

From the PBX panel you can create, modify and delete contacts that will be automatically synchronized with the telephone terminals, modifying the telephone number by the name of the person in the call history.

 

5.1. How to create contacts in the virtual PBX?

Once you have clicked on the button, you will access the cloud address book. To create a new contact click on the green “Contacts” button.

 

configure-virtual-power-desk-agenda

 

Now you must type the contact’s name and phone number in the cell provided, and click the “Save” button.

IMPORTANT: all the contacts you create in this platform will be automatically synchronized with all the terminals in your phone system. If any of them gets damaged, they will be synchronized again when you change the terminal. In this way your contacts will be safe and available to your entire work team.

You must configure your terminal beforehand to synchronize all contacts to all phones associated with the call center / contact center. You can read below how to synchronize the remote phonebook of your phone in the associated link.

This cloud contacts option is compatible with your phone’s personal address book. When accessing the personal address book only you will be able to see your contacts, which will be in the phone’s memory (if the phone breaks down you will lose the contacts). However, the remote address book will be available to your entire team. They will only be able to read contacts from their handsets. To create new contacts, you must access the web.

 

5.2. How to search for contacts in the virtual PBX?

To search for a contact you must type the name of the contact you want to search for and click on the magnifying glass icon indicated below.

If the contact’s name is in the address book, it will appear on the screen.

By clicking on the green icon with a white pencil inside the contact’s tab we can edit it and modify its name or phone number.

 

6. HOW TO ACCESS THE VOICE MAILBOX OF THE VIRTUAL PBX?

Access voicemails online: This option will only be available if we do not send the voicemails to your email, or if we send them, but keep the copy on your phone system’s web site.

To access the voicemails you must click on the “Voicemail” option.

Once here, you can listen to each of the messages by clicking on the musical note icon. You will hear the message left by your client directly from the web, without the need to install any audio player.

You can also download the message by clicking on the green button below. Doing so will download an mp3 file to your computer.

Messages that you have not “read” (in this case it would be more correct to say downloaded or listened to) are displayed with a green icon of a closed envelope.

By clicking on this icon you can mark it as read.

To make a multiple selection of messages you can use the “Mark all” link.

And then mark all messages as read at once. To do this you must click the green “mark as read” button.

You can also delete messages that you are not interested in saving by selecting them and clicking the red “delete” button. It is also possible to use the “mark all” link and then click on “delete” to delete all messages at once.

IMPORTANT: Each voicemail box will be associated with an extension.

It is possible to configure the voice mailboxes so that the received messages remain in the PBX platform, to arrive by mail to an email address assigned to that mailbox along with the recorded audio, or for both cases.

To facilitate the management of voice messages, the PBX has a panel in which you can mark as read, as unread – one or more messages, delete them, download the audio or play them from the browser itself.

 

configurar-centralita-virtual-buzon-voz-voice

 

7. HOW TO CREATE CONFERENCE ROOMS IN THE VIRTUAL PBX?

From the system you will be able to create as many conference rooms as you need quickly and easily. Thanks to these rooms it will be possible to invite to group conferences, both internal staff and any external person, either by configuring this room in a DDI or by making a call to the “external” person and transferring it to the associated extension.

To start the creation of a room, click on the corresponding tab and then, on the upper right button “New room”.

 

centralita-virtual-sala-conferencia

 

In the window that appears next, we fill in all the data indicated.

IMPORTANT: To secure these rooms it will be possible to configure PIN access for guests and administrator, so that the room is not available until the administrator does not access it and log in with your PIN.

 

configurar-centralita-virtual-multiconference

 

 

As always, do not forget to click on the “Save” button to confirm the creation of the room.

 

8. HOW TO CONFIGURE THE VIRTUAL PBX PANEL?

At this point of the Virtual PBX Manual and once you are in the web panel, go to the “Configuration” tab, we will explain below the most important points of the panel configuration for optimal telephone management and control of the behavior of the associated extensions.

8.1. How to create, edit, delete and duplicate interactive menus in the virtual PBX?

The system will allow you to easily create, edit, delete and duplicate interactive menus. We access it from the “Configuration” tab. tab, select the extension where you want to create the interactive menu (for example, in our case, Customer Service) and then click on the “configuration” button:

creacion-menu-interactivo-centralita-virtual

 

Once inside, we find the following panel. Next, we click on “Interactive Menu”:

 

access-interactive-menu-interactive-central-viertual

 

Once inside the interactive menu option, we can see previously created menus that we can edit or create new ones from the “New Interactive Menu” option:

 

new-interactive-menu-virtual-center

 

As indicated above, to create the new interactive menu, click on the “New interactive menu” option. These interactive menus will consist of:

1 – Name of the menu.
2 – Welcome voice-over (optional).
3 – What happens if you check an invalid option (by default the call is cut off, but from the drop-down, we can assign another subsequent task such as: go to leave voicemail message, transfer the call to another extension, add it to a queue, switch to another interactive menu…). When an invalid option is checked, we also have the option to define that all options are repeated.
4 – Options available in the menu. It will be associated to a number of one or several digits with an action (group, queue, extension, locution, mailbox…).

5 – Possibility to activate direct dialing to one of the extensions, or not.
6 – Timeout before transferring the call to the configured destination. Here we also have the option to define that all options are repeated.
7 – What happens if the waiting time expires without any option being checked (by default the call is cut off, but from the drop-down, we can assign another subsequent task such as: go to leave voicemail message, transfer the call to another extension, add it to a queue, switch to another interactive menu…).

 

manual-centralita-virtual-menus-inactivos

 

IMPORTANT: on point 4 we must emphasize that the normal thing is to associate the options to a single digit.

Example: if we want to transfer a call to a department: “to talk to administration dial 1”.

First click on “add option to menu”:

 

add-menu-option-menu-centralita

 

Next we select the digit 1 which in the case of the example will be the one assigned for Administration:

 

dial-digit-menu-interactive-switchboard

 

But we must take into account that iPhone phones come with a factory default that duplicates the selected option, for example: the user wants to talk to administration and dials the number 1, well, in his phone will appear marked “11”.

For this reason, all menu options should be duplicated, i.e., we will create the normal rule with the digit “1” to transfer the call to Administration and the rule for iPhone, in which we will define that if “11” is dialed, the call to Administration will be transferred as well.

If we look, in the digits screen, only the numbers from 1 to 9 appear. In this case, we will click on “advanced”:

advanced-error-iphone-central-virtual-virtual

 

Now we can write numbers of more than one digit, “11” in the case of the example. Click on validate to confirm.

 

error-iphone-centralita-virtual

 

With this update of our interactive menu, the bug for iPhone phones will be fixed.

8.2. How to create, modify or duplicate call groups in the virtual PBX?

The system will allow editing call groups according to preferences. Each call group will consist of the following elements:

1 – Group name.
2 – Group welcome voiceover (previously created).
3 – Music on hold for the group (previously created).
4 – Extensions that are part of the group (to add them, we must add them all in bulk mode or by selecting the desired ones by pressing the + symbol).
5 – Ring time of the extensions in the group.
6 – Type of ring of the extensions in the group (at the same time, sequentially, …).
7 – What happens if no extension is registered or do not pick up the call (by default the call is cut off, but from the drop-down, we can assign another subsequent task such as: move to leave voicemail message, transfer the call to another extension, add it to a queue, switch to another interactive menu …).

 

configure-call-group-central-group

 

8.3. How to configure the DDIs in the virtual PBX?

This function will allow us to self-manage all your DDIs independently, allowing us to associate each DDI to one or several schedules, and within each schedule to execute a different behavior as appropriate.

Each DDI will have the following configuration options:

1 – Configuration: from this button we will access the DDI configurator.

2 – Summary: pressing this button displays a summary of the time/function operation of this DDI.

3 – Fast forwarding: allows you to configure an unconditional forwarding quickly and easily. We will develop this section step by step in the next point (8.4.).

 

virtual switchboard-configuration-ddis

 

By pressing button 1 (Configuration) you will access the DDI visual configuration menu. From this menu you can self-manage the operation of the DDI by associating each schedule to a behavior.

 

8.4. How to manage the time rules: how they work, how they are created, edited and deleted in the virtual PBX?

The time rules will define the actions that the virtual PBX will carry out according to the schedules defined by us.

For example, by means of the rules we can define the locutions that users will hear when making a call to our virtual PBX. If it is a holiday, they will hear the locution defined for that day, and if it is a work day, they will hear the usual locution.

The PBX will manage the schedules starting from the highest and will go down to the lowest schedule. For the wizard to read the rule correctly, we must place the most punctual timetable (holidays) to the most generic (daily) first. If we need to reorder the time rules so that the wizard can read them as we have indicated, we can move them by clicking in the upper left corner of the rule and dragging with the mouse to the appropriate position:

 

move-time-rule-central-virtual

 

In case a time slot coexists in two different time slots, the switchboard will give priority to the one in the higher position.

 

switchboard-configuration-ddis

 

To create a time rule, go to the configuration tab and click again on configuration. The next step will be to select the “New time rule” option:

 

new-time-rule-virtual-server

 

Next, we choose from the drop-down menu the timetable for which we want to create the new rule. We choose in this case for example the previously created “national holidays” and save to confirm:

 

define-timetable-new-rule-central-office

 

Once we have selected the schedule we are going to work with in this new rule and saved the changes, the system will show us again the configuration panel with the new rule created and the predefined values created (keep on hold). To edit these predefined values, click on the pencil as shown below:

 

edit-time-rule-standby

 

In the new editing window that appears, we will define the action to be performed with the selected schedule.

We should know that, apart from defining a locution, there are many more actions that can be defined in the rules, such as: put the call in a specific queue, define a specific interactive menu for a selected schedule… We detail all the possible actions below:

 

  • Extension
  • Call group
  • Queue
  • Conference room
  • Time action
  • Mailbox
  • Mailbox without locution
  • Customized mailbox
  • Interactive menu
  • Locution
  • Call in
  • End call
  • External request
  • Outside request
  • Custom action
  • Internal tone

Depending on the selected action, we will see the options to perform with each of them.

Our objective in this case is to assign a specific locution (previously created) that our interlocutors will hear when making a call on national holidays. We select Action: locution + desired locution:

 

define-time-rule-central-branch

 

Finally, when we want to delete a time rule, it is very simple. From the configuration panel we click on the top right corner where the trash can icon appears. This rule will then disappear immediately.

remove-time-rule-virtual-central-board

8.5. How to activate and deactivate the fast forwarding in the virtual PBX?

The quick forwarding function of extensions can be found in the configuration tab of our web panel.

  • How to SET a QUICK DEVOTE:

First, we enter the configuration section of our web panel. We look for the extension that we want to divert and click on the option that indicates “Quick divert”:

First, we enter the configuration section of our web panel.

 

create-quick-forwarding-virtual-central-panel

 

When you click on “Fast forward” of the extension to be forwarded, a new tab appears where you can enter the number or extension to which you want to forward the call. Click on the “Activate fast forwarding” button to confirm:

 

creacion-desvio-rapido-centralita

 

Then, we will see again the system panel where all the extensions are located and we can confirm that the forwarding is done correctly and to the desired phone number, if we realize at that moment that there is an error in the phone, we have a shortcut to the option to edit it:

 

confirmation-desvío-rapido-centralita

 

  • How to REMOVE a QUICK DEVOTE?:

Once we are in the Configuration screen of the web panel of our virtual PBX / call center, we will identify the extension or number to which we want to remove the forwarding. We can easily see in red a direct link that if we click on, it automatically disables the function:

 

quitar-desvio-desvío-rapido-centralita

 

We confirm that the deviation cancellation is correctly done, since they disappear from the extension in question (usual view).

 

panel-principal-desvios-centralita

8.5. How to control the telephone management and the behavior of the extensions in the virtual pbx?

From the configuration section, you can also perform the following functions to keep track of the telephone management and the behavior of the extensions:

1) Modify the voice mailboxes of each of the extensions, as well as the notifications received.

2) Modify the voice mailboxes of each of the extensions, as well as the notifications received.

3) Modify the Ring time of each extension.

4) Limit calls to any predefined blacklist, as well as create new blacklists to prohibit limiting the consumption of certain phone extensions.

5) Enable/disable call waiting for each of the extensions.

 

manual-centralita-virtual-panel

 

8.6. How to create and co-configure custom mailboxes in the virtual pbx?

There are companies that request this voicemail service so that their customers have the option to leave a message if the call cannot be answered. The voicemail boxes will be associated to a corporate email where the person in charge will receive an email with the transcription of the message.

Now, these voice mailboxes can be customized. We show you below how to do it.

Now, these voicemails can be customized.

The route to create the customized voicemail according to extension / department is as follows: click on the configuration tab and on the configuration button of the desired extension (in our case for the example, we select SAC):

 

buzon-voz-personalizado-centralita-virtual

 

Once inside, on the right side of the panel, we select Mailbox and then the “custom mailbox” tab:

 

route-custom-mailboxes

 

We can see in the new panel, all the mailboxes already created previously (if any). We create a new one by clicking on the “New custom mailbox” button:

 

new-custom-mailbox

 

In the new tab we will identify the new mailbox with a name (internally recognizable), the voice we want to activate and the extension or department we want to associate it to. We must not forget to save the changes to confirm everything.

 

define-customized-mailbox-centralita

 

9. HOW TO MANAGE THE CALL CENTER / CONTACT CENTER MODULE OF THE VIRTUAL PBX?

There may be a module of those listed below that you can not view from your panel, this is because this service is not contracted by your company or is not necessary for your service.

 

9.1. How to create, edit, delete and duplicate interactive menus of the virtual PBX?

The system will allow to easily create, edit, delete and duplicate interactive menus.

These interactive menus will consist of:

1 – Menu name.
2 – Welcome voice-over (optional).
3 – What happens if you check an invalid option.
4 – Options available in the menu. It will be associated to a single or multi-digit number with an action (group, queue, extension, voice mail, mailbox…).
5 – Possibility to activate direct dialing to one of the extensions, or not.
6 – Waiting time before transferring the call to the configured destination.
7 – What happens if the waiting time expires without any option being dialed.

 

manual-centralita-virtual-menus-inactivos

 

9.2. How to assign agents to queues in the virtual PBX?

The system will allow to manage call queues.

Designated administrators will be able to link and unlink telephone agents to existing queues by simply selecting and saving them.

 

manual-centralita-virtual-asignacion-agentes-colas

 

9.3. How to generate queue statistics in the virtual PBX?

The system will allow administrators to access a powerful filter that will generate statistics according to the parameters indicated.

1 – Statistics start date.

2 – Statistics end date.

3 – Statistics start time.

4 – End time of the statistic.

5 – Queues from which you want to obtain statistics.

6 – Way of grouping the data (by hours, by days or by days and hours).

In addition, you will have options to unify graphs and quick filters (filter weeks, monthly, today, yesterday…).

 

manual-centralita-virtual-statistics-tail

Result of a queue statistic:

1 – Statistical graph with sent, received, attended and unattended calls, grouped by hour. The view can be modified according to our needs, we use the filter by checking and unchecking the available options.
2 – Statistical information of incoming calls answered.
3 – Statistical information of unanswered incoming calls.
4 – Statistical information of outgoing calls.
5 – Statistics export buttons to XLS or CSV.

.

graphical-statistics-tail

9.4. How to generate agent statistics in the virtual PBX?

You will also have statistical filters with which you will be able to visualize the performance of a particular agent or of the telephone agents associated to the queues

1- Selection of agents.
2- Selection of start date and time.
3- Selection of end date and time.
4- Filter button.

 

centralita-virtual-estadisticas-agentes

 

Example of an agent filter:

1- Filter calls sorted by time. You can modify the view according to our needs, we use the filter by checking and unchecking the available options.
2- Statistical information of incoming calls.
3- Statistical information of outgoing calls.
4- Buttons for downloading statistics in XLS or CSV.

 

statistics-agent-filter

9.5. How to generate queue summaries in the virtual PBX?

A complete customizable dashboard will also be available that will show real-time information about the status of each queue.

 

summary-queues

 

Agents: paused, queued, out of queue.
Incoming calls: ringing, in conversation, abandoned, on hold.
Outgoing calls: Ringing, in conversation.
Daily total summaries: incoming and outgoing calls, answered, unanswered…

 

10. HOW TO CONFIGURE THE AGENTS TAB IN THE VIRTUAL PBX?

The Agents tab is not general to all virtual PBXs, it is an extra service that only some companies need and hire, such as those dedicated to telemarketing. So if in your web panel you do not find this functionality, it may be normal.

From the Agents tab we can see the positions and agents of our PBX and perform actions such as those described below. To access the Agent options, we select the indicated tab in our web panel:

 

agents-virtual-switchboard

 

First, we see the Agent Positions that are available in our PBX. To get more information about each of them and edit their content, click on the three dots on the right corner of the post we want to work with:

 

jobs-agent-virtual-switchboard

Once we click on those 3 points, it will show us actions to be performed on that post as the following:

  • Show queues of which it is a member: by clicking on this option, it will show us the queues in which this post is active (extension). To remove it from a specific queue, simply click on the trash can icon “remove from queue”:

 

remove-queue-post-virtual-central-queue

  • Pause
    • Lunch
    • Toilet
    • Breakfast
    • Supplementary work
    • Exit (deactivate)
    • Activate do not disturb (to stop receiving calls during the time we keep this option active on the workstation).
  • Status history: which will give us information about the times in which this post has been active or paused. It will be explained in depth in point 11.
  • Agent report: using filters by day / agent, we will obtain performance reports of the post. We will dedicate point 12 to explain it in depth.

In the next section of this window, we will see the agents of our PBX:

  • Registered agents: these are the agents that are in an assigned position.
  • Unregistered agents: are available agents who do not have an assigned position, they can be active or not. They can change their position, since they have an agent identification ID.

 

agents-registered-virtual-central-desk

 

As we can see, in this window we have an overview of what is happening in our virtual PBX: the available agents, those who are on pause, those who are busy on the phone (with the number they are in contact with and the time of the call…), etc.

Now, if we choose a particular agent (registered or not) and click on the three dots in the upper right corner, we access all the information of the agent in question:

.

options-agents-call-center

 

  • Show queues of which it is a member: by clicking on this option, we will see the queues in which that agent is operating. From here, we have the option to remove it directly from a queue. We simply have to click on the trash can icon “remove from queue” to do so.

 

 

pull-queue-agent-call-center

 

Other options to perform from here directly are: “activate do not disturb” or access the status history and agent report (both points will be explained below – 11 and 12).

 

11. HOW TO VIEW STATUS HISTORY IN THE VIRTUAL PBX?

From the “Status History” tab we can pull up status reports of active, paused (and cause), available jobs. We use the filters by filling in date / time / post / available agent data to narrow down our search and get the specific statistics / data we need:

 

historico-estados-centralita-vitual

 

11. HOW WILL YOU GENERATE AN AGENT REPORT IN VRTUAL PBX?

As in the previous point about Status History, from the “Agent Report” tab we can get statistics about the performance of our agents. We use the filter again to define specific agents and dates from to.

 

report-agent-virtual-central-agent

We will obtain as a result a visual statistic as well as specific information of the agent in question: number of incoming calls attended, average conversation time, waiting time, number of outgoing calls… etc.

report-agent-call-center

 

If we go a little down in the screen, we can also see a summary of the agent’s status history in the selected day (his available time, his pauses…). By clicking where we indicate “view calls”, we will access the detailed list of incoming calls, outgoing calls and all relevant information about calls in that agent / selected date:

.
listing-calls-agent

 

A device that connects one or more telephone lines with various telephones installed in the premises

of the same entity.

Switchboard, according to the RAE

.

GESDITEL has the most advanced control panels (Virtual PBX) on the market, but in addition to offering its customers this possibility, it also allows to perform many quite useful actions directly from the telephone terminals, through the use of some service codes.

Most of these codes are standardized, so you can probably use them whatever your IP telephony or virtual PBX operator. Customers of our telephone services can use them with 100% security.

Some of the features that the use of these codes allows (as long as they have administrative permissions to use them) are:

 

1. HOW TO CAPTURE CALLS FROM THE VIRTUAL PBX?

 

Description
Group Capture *8 Your default capture group call will be captured.
Direct capture ** The call ringing at the extension will be captured

 


 

2. HOW TO MANAGE THE VOICE MAILBOX IN THE VIRTUAL PBX?

 

Action Code Description
Access with extension and pin *98 The extension number and pin of the mailbox will be requested
Access with pin *97 The mailbox pin will be requested and the extension from which it is dialed will be used as the extension
Mailbox action *620 Extension’s mailbox action is executed (for use in forwarding)
Mailbox action without locution *621 Extension’s unvoiced mailbox action is executed (for use in turnouts)

 

* The default PIN is :1234

 

3. WHAT ARE THE NAVIGATION CODES OF THE VIRTUAL PBX?

3.1. WHAT ARE THE NAVIGATION CODES FOR THE VOICE MAILBOX MENU IN THE VIRTUAL PBX?

Main menu

Listening to saved messages.

Code Action
1 Listen to new messages
2 Listen to saved messages
5 Access configuration menu
# Exit

 

Playback control
Code Action
7 Delete message
2 Save message Save message
# Exit
0 Pause
1 Reset playback Restart playback
6 Speed up audio Speed up audio
4 Delay audio Delay audio

 

Saved message
Code Action
1 Listen to message
2 Save message Save message
3 Save message Save message
# Exit

 

Listen to message
Code Action
1 Listen
2 Save
7 Delete
4 Email
# Exit

 

Setup menu

Code Action
1 Record voiceover
2 Choose voice-over Select voice-over
3 Record name Select name
6 Change password Change password
0 Exit to the main menu Exit to main menu

 

3.2. WHAT ARE THE NAVIGATION CODES FOR DEVIATIONS IN THE VIRTUAL PBX?

 

Type Code Description
Inconditional *21 Forward all calls to
Busy *22 Forward all calls to if the destination is busy
If no answer *23 Forward all calls to if destination does not answer
If not available *24 Forward all calls to if destination is not available
Remove forwarding *20 Delete all existing diverts of any type

 

3.3. WHAT ARE THE NAVIGATION CODES FOR THE DO NOT DISTURB FUNCTION IN THE VIRTUAL PBX?

Type Code Description
Activate *251 Activate do not disturb
Disable *250 Disable do not disturb
Switch (toggle) *252 If active, disables it and if not active, enables it

 

4. WHAT ARE THE OPTIONS OF THE “LISTEN” ACTION IN THE VIRTUAL PBX?

Initially, when executing the action, we will enter so that we will listen to the conversation in progress, but we will not be able to intervene (spy), whatever we say through the terminal, will not be heard by the two interlocutors of the conversation. If we want to intervene in the conversation, we will have 3 options:

 

Action Digit to press Extension The other party
Talk to the other interlocutor 1 Don’t listen to the one who spies Listens to the one who spies
Whisper to the extension 2 Listen to the one who spooks Does not listen to the one who spies
Conference to 3 3 Listen to the one who spies Listen to the one spy
Back to just spy 0 Does not listen to the one who spies Does not listen to the one who spies

 

5. HOW TO MANAGE QUEUES IN THE VIRTUAL PBX?

 

Action Code Description
Exit queue *2750 The flagging agent will exit the specified queue
Enter queue *2751 The flagging agent will enter the specified queue

 

6. HOW TO MANAGE AGENTS IN THE VIRTUAL PBX?

 

Action Code Description
Exit system *2700 The flagging agent will go to “Logged Off”
Logging on to the system *2701 The agent marking it will go to “Available”
Rest *2703 The agent marking it will go to “On Break”

 

7. WHAT OTHER ACTION CODES CAN WE USE IN THE VIRTUAL PBX?

 

Action Code Description
Echo test *43 Everything said (for test)
Say extension *65 It will be indicated with a locution which extension it is
Record voice-over *29 A beep will be played at which point the voice-over will be recorded at the number indicated in (you can see the number on your panel)
Listen locution *63 The voice-over with the number indicated in (you can see the number on your panel)
Listen *26 Enter listen mode to extension [extension number

 

Some of the features that require special permissions, such as “eavesdropping” on a call, will likely not work until we activate those permissions, but our customers can activate them from their online panel, or by contacting our support department, either through our website, or by using the telephone channel.

We hope this Virtual PBX Configuration Manual has been useful. Note again that the configuration from the terminal has been done based on a Yealink phone, but the service codes used are universal and should not vary even if you are configuring from a different terminal.

We recommend once again to follow our “manuals” section where solutions to all kind of problems and objections related to the terminals are offered.

(Votos: 1 )