Multi-user business & PBX FAQ

Where do business users sign in?

Open https://safe2call.tech/vuc/ and use your assigned UserName and Password.

What is UC connectel?

It is the label currently displayed by the Safe2Call business portal.

Why can I not see Company?

Company visibility depends on account permissions. Ask your administrator to review access and refresh after an update.

Does adding a contact create an employee account?

No. Use Company > Users to create a PBX user. Contacts is the communication address book.

What does Dashboard show?

Daily completed, failed, incoming and missed call totals, plus user online/offline and call charts. Check the displayed statistics time.

How do I add an employee?

Open Company > Users > Add. Complete Personal data, Settings and Permissions, including the required name and extension, then Save.

How do I edit a user?

Search Company > Users and double-click the intended user entry. Update the relevant tab and Save.

Why are Find me and Greetings disabled for a new user?

Those tabs were disabled in the new-user form. Save the user first, then reopen the existing record.

How do I import several users?

Use Company > Users > Import after confirming the supported file format, required columns and duplicate/password behaviour.

How should I remove a leaver?

Reroute calls, review group and queue membership, retain required records and revoke access through your approved process before deleting the intended user.

Where do I set permissions?

Open a Company user record > Permissions. Expand categories and grant only the required child access.

Should I use Check all?

Reserve broad access for authorised roles. Ordinary staff should receive only the permissions they need.

What is the WEB password?

It is the portal sign-in password. It is separate from SIP device credentials.

What are SIP login and SIP password?

They are credentials used by supported SIP handsets/apps. Obtain the server and setup parameters from Safe2Call.

What does Block OFFNET calls do?

It is an external-call restriction setting. Confirm which destinations count as OFFNET and the service behaviour before enabling it.

How do I create a branch?

Use Company > Branches and its Add action. Enter Name and Prefix, then assign users to the branch.

How do I set extension length?

Open Company > Settings > Extension number length and use its Save control. Check existing extensions before changing it.

How do I change an employee extension?

Edit the user Settings > Extensions, Save and review number routes and device configuration before testing.

How do I create an extension for a queue or group?

Open Numbers & extensions > Extensions > Add. Choose Branch prefix, Extension number, Route type and its destination.

Can an external number and an extension be the same thing?

They are different resources. Public numbers receive external calls; internal extension routes select PBX destinations.

How do I change where the main number rings?

Open Company > Numbers & extensions > Numbers, select the row, change Route type and destination, Save and test externally.

Can I send a number directly to a queue?

Queue is an available Route type. Create the queue first, then select it as the destination.

How do I set opening hours?

Enable Use timespan on the number, open Timespan and configure each day/time block and destination. Save the blocks and parent record.

What happens when I first enable Use timespan?

The grid can start with full-day blocks for the current destination. Enabling the checkbox alone does not create business hours.

How do I edit a time block?

Use its Modify pencil. Set Route type, destination, From hour and To hour, then save and review the weekly grid.

Why does a full-day block show 00:00 to 00:00 on hover?

The inspected full-day editor showed 00:00 to 24:00 despite that hover label. Check the editor values.

How do I arrange holiday routing?

Use Future changes for an effective-date route where suitable. Confirm return routing and time zone; the form did not expose an expiry date.

Why do calls go to the wrong person despite the number route?

Check Timespan, Future changes and the target user Find me rules as well as the direct number destination.

Can I route to shared voicemail or intercom?

Group voicemail and Group intercom are available route types. Confirm resource setup, membership and access procedures.

How do I keep an existing public number?

Arrange porting with Safe2Call before cancelling the existing service. Internal extension setup does not port a number.

Where do I create company prompts?

Use Company > Greetings. Personal Greetings is a separate user section.

Can I upload a recorded file?

Yes. Select Add, enter Name and use From file > DROP FILES HERE. Confirm approved audio formats and limits.

Can the system read a written greeting?

Company Greetings offers Text to speech. Select Voice, enter Text, use CONVERT, review the result and Save.

How do I create press 1 for Sales?

Create an Autoattendant prompt, then add a Menu entry 1 with Route type Call group or Queue and the Sales destination.

Can callers dial an extension from the menu?

General provides Allow to dial by an extension number. Enable it only when intended and test extension dialling.

Where do I set invalid-input behaviour?

Use Autoattendant General > On timeout or invalid input, scenario repeat Times and Ending action.

What destinations can a menu entry use?

External number, User, Autoattendant, Voicemail, Call group, Group voicemail, Queue and Channel were offered.

What is Channel in an IVR route?

The option is visible, but its service-specific purpose should be confirmed with Safe2Call before use.

Does creating a prompt activate it?

No. Select the saved greeting in the intended user, menu, group or queue and test the call flow.

How do I change hold music?

Use Company > Settings > Default music on hold. Confirm the separate Apply action scope before changing existing users.

How do I create a ring group?

Use Company > Call groups > Add. Set Name, Members, Algorithm, Ring timeout and Ending action, then route calls to it.

What algorithms are offered?

Forking and Circular hunting. Verify simultaneous/rotating ringing and member-order behaviour with a test.

Why does the group disconnect when nobody answers?

Review Ending action. The inspected form initially displayed Disconnect; configure the available fallback required by your design.

How do I create a queue?

Use Company > Queues > Add. Set Name, Greeting, Members, timing fields and Strategy, Save and assign a route.

Which queue strategies are available?

Ring ALL, Longest idle agent, Round robin, Top down, Agent with least talk time, Agent with fewest calls, Sequentially by agent order, Random and Ring progressively.

What is Agent ring timeout?

It controls the time for an agent offer. Confirm its units and interaction with overall queue Timeout.

Can agents log in and out of a queue?

Obtain the supported procedure from Safe2Call. The inspected queue form did not expose an agent login/logout control.

How do I set queue overflow?

Confirm the supported overflow procedure with Safe2Call. No overflow destination was exposed in the inspected form.

How do I create call parking?

Use Company > Call parkings > Add, enter Name and Timeout, then configure an extension route if required.

What codes park and retrieve a call?

Use the codes or endpoint procedure supplied by Safe2Call. They are not specified by the parking configuration form.

How do I assign a handset to an employee?

Use Company > VoIP devices > Add. Enter MAC, Vendor and Model, choose User, Save and follow provisioning instructions.

Which vendors are offered?

akuvox, Fanvil, grandstream and yealink. Confirm the specific model in the selector and with Safe2Call.

Does a saved device record mean the phone is registered?

No. Check its Status and verify internal, outgoing and incoming calls.

Where does an employee see their devices?

My profile > My profile > VoIP devices lists MAC and Status. Administrators use the Company device section.

Can I use a desktop or mobile app?

Ask Safe2Call for supported app names, setup parameters and instructions. Do not assume the portal URL is the SIP server.

How do I forward one employee's calls?

Use the user Find me rules, from the personal menu or their Company user record. Confirm priority, matching and call charges before saving.

How do I email voicemail?

User Settings offers Enable voicemail to email. Confirm the recipient profile email and delivery behaviour, then test a message.

Can voicemail be transcribed?

Enable voicemail transcription is offered. Confirm service inclusion, language support and delivery before relying on it.

How do I record external calls?

User Settings includes Record OFFNET calls. Confirm service behaviour and your recording/notification policy before enabling it.

How do I restrict recording access?

Review Can show their own recordings and portal Permissions. Company recording access should be limited to authorised roles.

Where do I see company call usage?

Open Company > Billing and filter by dates, Number, Caller ID and Billing type.

What does Effective duration mean?

It is a duration reported in billing. Confirm rounding and charging increments and how it differs from Duration.

Where are company recordings?

Open Company > Recordings. The list includes date, caller/called number, display name, duration and direction.

Where are invoices?

Use Account > Invoices. Account > Payments shows transactions; Company > Billing shows company usage.

How do I change subscription?

Company > Subscriptions provides SWITCH. Review all plan terms and costs before an authorised account holder completes a change.

Are forwarded or external IVR calls free?

Do not assume so. Confirm whether additional call legs are included and their charges.

Why is a phone not ringing?

Check registration, company route/schedule, group/queue membership, user Find me and DND/availability.

Why is Save disabled?

Check required fields and validation messages, including name and extension, and whether a value has changed.

Why is there no sound?

Check microphone permission, headset selection and network. Report which direction has no audio.

What should I test before going live?

Internal and external calls, every menu digit, no/invalid input, busy/offline users, queue timeout, out of hours, voicemail and any future change.

Will the PBX work during an outage?

Internet calling depends on power and connectivity. Confirm backup/alternative calling arrangements with Safe2Call.

Can we rely on it for emergency calls?

Confirm emergency calling availability and registered-address procedures with Safe2Call. Never dial emergency numbers merely to test.