Multi-user business & PBX guide

This guide explains the Safe2Call multi-user business portal at https://safe2call.tech/vuc/. It covers company administration, employee accounts, incoming call routing and everyday use. The portal currently displays UC connectel.

Administrators use the Company menu to manage the shared PBX. Employees use Contacts, Chats, Recents and My profile for their own service. Available controls depend on the permissions granted to the signed-in account.

How to use this manual

New company setup and employee onboarding: sections 2 to 5.

Main number routing and opening hours: sections 6 and 7.

Greetings, IVRs, call groups and queues: sections 8 to 11.

Call parking, handsets and company settings: sections 12 to 14.

Reports, recording and subscriptions: section 15.

Staff calling and personal settings: sections 16 to 18.

Worked call flow, troubleshooting and release checks: sections 19 to 21.

Before applying a change

Record the current configuration and the intended result. Create the destination before routing a live number to it. Make one change at a time, select Save when ready and reopen the record to verify it. Test with ordinary internal and external calls, including unanswered and out-of-hours calls.

This guide gives the observed menu names and form fields. Behaviour that needs a live test or a Safe2Call service-specific value is identified explicitly. Keep passwords, SIP credentials and tokenised calling links out of shared documentation.

Support

Use your agreed Safe2Call support channel. Provide the affected extension or telephone number, date and time, handset or app model, error text and whether the problem affects incoming, outgoing or internal calls. Do not send passwords or PINs.

Company section

Purpose

Users

Create and edit employee accounts, extensions, call settings and permissions.

Branches

Organise the company into branches with names and prefixes.

Numbers & extensions

Assign destinations to external numbers and internal extension routes.

Autoattendant

Create recorded menus and digit destinations.

Queues

Configure waiting callers, agent members and call distribution.

Call groups

Configure a group of users and its ringing behaviour.

Call parkings

Create named parking resources and timeouts.

Greetings

Create shared audio by upload, recording or text to speech.

Settings

Set extension number length and default music on hold.

Subscriptions

Review the current plan and available switching controls.

VoIP devices

Register supported devices and assign them to users.

Billing

Review company usage, charges and call records.

Recordings

Review company call recordings.

Employee and account menus

Contacts, Chats and Recents support communication. My profile expands to My profile, Greetings, Find me, Faxes and Speed dials. Account expands to Top up, Phone numbers, Payments, Billing, Rates, Recordings, Invoices and Voicemails.

The user menu provides My profile, Status and Logout. The phone icon opens a Calls dialpad. Dashboard shows completed, failed, incoming and missed calls today, plus online/offline user and call charts. Check the displayed statistics time before interpreting the figures.

Prepare the company information

Employee first name, surname, work email and required access.

Branch names and the proposed extension scheme.

Existing and new external telephone numbers.

Supported handsets or apps for each employee.

Department membership and the preferred call distribution.

Weekly opening hours, out-of-hours destination and holiday requirements.

Voicemail recipients, prompts and hold music.

Outgoing call restrictions and recording requirements.

Recommended setup order

1. Review Company > Subscriptions and confirm the required users, numbers and features are included.
2. Set the extension number length and plan branch prefixes before assigning extensions.
3. Create branches and users. Grant each user only the required permissions.
4. Create shared greetings, then call groups, queues and autoattendants.
5. Assign handsets to users and confirm registration.
6. Configure internal extension routes and the external number destinations.
7. Set weekly timespans and any intended future routing changes.
8. Test the full call flow before directing customers to it.

Keep a configuration record

Maintain a list of each user, extension, device MAC, external number destination, department membership and routing schedule. Record the previous destination before changing a live number so it can be restored quickly.

Separate account access from calling

A WEB password controls portal sign-in. SIP login and SIP password are device credentials. Portal permissions control what the user can see or manage; they should not be assumed to authorise every calling destination. Review call restrictions separately.

Create an employee account

1. Open Company > Users and select Add.
2. In Personal data, enter Email, First Name, Last Name and Phone as required. First Name is validated as required. Complete City, Country and Time zone where appropriate.
3. Choose Settings and select Branch.
4. Enter the required Extensions using the company extension scheme. Resolve any Extension field is required message.
5. Provide SIP login, SIP password and WEB password through your approved account setup process. Keep them private.
6. Set Caller ID, Ring timeout, Music on hold and Voicemail greeting as required.
7. Review Block OFFNET calls, Record OFFNET calls, Can show their own recordings, Enable voicemail to email and Enable voicemail transcription.
8. Choose Permissions and grant only the required access.
9. Select Save when the form is valid. Search for the new user and reopen the record to verify the result.
10. Supply the employee with approved sign-in and device setup instructions through a secure channel. Test an internal and external call.

OFFNET is the form label for calls outside the internal system. Confirm which destinations the service treats as OFFNET and how blocking and recording affect them. Do not assume emergency calling is covered by a general call restriction.

Edit an existing user

1. Use Search for anyone in Company > Users.
2. Double-click the intended user entry to open its User dialog.
3. Update the relevant Personal data or Settings fields.
4. Review the extension, caller ID and any groups or queues affected by the change.
5. Save, reopen and test the affected function.

Existing users also have Find me and Greetings tabs. These tabs were disabled in the new-user form, so create the user first before configuring their routing and greetings.

Review permissions

1. Open the existing user and choose Permissions.
2. Expand the relevant categories. The form provides Check all, Uncheck all, Expand all and Collapse all.
3. Review Welcome, Contacts, Chat, Recents, Profile, Account and Company categories and their available child permissions.
4. Choose access needed for the employee role. Avoid using Check all for ordinary staff.
5. Save and verify access using the intended user account.

Company permissions can expose shared administration. Grant them only to an authorised administrator. Account and recording permissions can expose usage or recordings; review these alongside the user setting Can show their own recordings.

Import users

Company > Users includes Import. Before using it, obtain the current supported file format, required columns, password handling and duplicate behaviour from Safe2Call or the import screen. Check the proposed records and test a small batch in a separate test environment before a large import.

Handle a departing employee

1. Record the user extension, devices, number routes, voicemail handling and department membership.
2. Agree where future calls should go. Update number and extension routes and remove the user from groups and queues as appropriate.
3. Review the user access and credentials using the approved offboarding process.
4. Retain required voicemail and recordings according to the company retention policy.
5. If deleting the user is appropriate, use the user record Delete control or More > Delete and read any confirmation.
6. Test the main number and affected departments afterwards.

Do not assume deleted users, contacts or records can be restored. Deleting a user should follow rerouting and retention decisions. The portal review did not establish a dedicated disable-user control or a deletion recovery mechanism.

Create or edit a branch

1. Open Company > Branches.
2. Use the Add action beside Company or the intended parent branch to create a branch.
3. Enter Name and Prefix in the Company branch form.
4. Save and check the branch appears in the hierarchy.
5. Assign employees to the branch in Company > Users > Settings.

Select an existing branch to edit its Name or Prefix. The form includes Delete, and the branch hierarchy offers Remove. Check user and extension dependencies before removing a branch.

Extension number length

Company > Settings includes Extension number length with its own Save action. Choose the intended length before creating extensions. The inspected company used a three-digit setting; this is an account setting, not a requirement for every Safe2Call company.

Internal numbers and external numbers

Item

Meaning

User extension

An internal number assigned to an employee in their Settings.

Extension route

An internal dialling destination managed in Numbers & extensions > Extensions.

Branch prefix

A branch value used in extension allocation. Confirm how it combines with the extension number.

External number

A public telephone number listed under Numbers and routed to a PBX destination.

Example numbering plan

A company might reserve one range for staff and another for service destinations such as Reception or Sales. These are planning examples only. Check available numbers, branch-prefix behaviour and reserved codes before adopting a range. Avoid assigning the same effective extension to multiple routes.

Change the destination of an incoming number

1. Open Company > Numbers & extensions > Numbers.
2. Find the number using Search. Review Number, Route type, Route name and Using timespan.
3. Select the intended row to open its Number dialog.
4. In General, review Phone number and Description.
5. Choose Route type, then select the destination offered for that type.
6. For a single destination, leave Use timespan off. For scheduled routing, follow section 7.
7. Save, reopen the record and test an incoming call from outside the company.

Available route type

Typical purpose

User

Send the call to an employee.

Autoattendant

Send the caller to a menu.

Voicemail

Send the call to a voicemail destination.

Fax box

Send the call to a fax destination.

Call group

Ring the selected group.

Group voicemail

Send the call to a shared voicemail destination.

Call parking

Route to a parking resource where configured.

Group intercom

Use an intercom destination where configured.

Queue

Send the caller to a waiting queue.

Add an internal extension route

1. Choose the Extensions tab and select Add.
2. Select Branch prefix and enter Extension number.
3. Select Route type and complete its destination fields.
4. Save and verify Extension, Route type, Route name and Using timespan in the list.
5. Test by dialling the extension from another company user.

Create the target user, menu, group or queue before assigning its route. For new public numbers or porting, use the available Account > Phone numbers process or Safe2Call support; internal extension creation does not order a public number.

Set weekly routing

1. Open Company > Numbers & extensions and select the intended number.
2. In General, enable Use timespan. The Timespan tab becomes available.
3. Choose Timespan to view Monday to Sunday against an hourly grid.
4. Use Modify, shown as a pencil on a time block, to edit that block.
5. Choose Route type and its destination. Set From hour and To hour. The editor can display the end of the day as 24:00.
6. Save the time block, then review the whole week.
7. Save the parent Number record to commit the complete routing configuration.
8. Reopen the number and confirm Using timespan and the intended destinations. Test within and outside the opening period.

When first enabled, the grid can populate with full-day blocks for the current destination. Do not assume enabling Use timespan alone creates business hours. The inspected full-day editor showed 00:00 to 24:00; a hover label could display 00:00 to 00:00, so verify the editor values.

Example business hours

For a Monday-to-Friday 09:00-to-17:00 service, plan an open-hours block to Reception or an autoattendant and closed-hours blocks to the chosen voicemail or closed message. Ensure every day and time has the intended destination. Confirm the editor procedure for adding blocks and its handling of gaps or overlaps before relying on the schedule.

Schedule a future change

1. Open the number and choose Future changes.
2. Select Add.
3. In Number future change, set Date from, Route type and its destination.
4. Enable Use timespan if the future change needs a weekly schedule.
5. Review and save the future change, then save the parent number if required.
6. Check the entry under Date from and arrange a test after its effective date.

The future-change form exposed a start date, not an expiry date. Do not treat it as an automatically ending holiday override. Plan a return change and confirm the company time zone and effective-time behaviour with Safe2Call.

Upload a shared greeting

1. Open Company > Greetings and select Add.
2. Enter Name.
3. Choose From file and supply the audio using DROP FILES HERE.
4. Wait for upload and validation, then Save.
5. Check the File name list and select the greeting in the intended menu, group or queue.

Record a greeting

1. Open Company > Greetings > Add and enter Name.
2. Choose Record and use the presented recording control.
3. Allow microphone access if required and intended. Record in a quiet room.
4. Use the completion and review controls shown, then Save.
5. Assign the greeting to the intended call-flow object and test it.

Create text to speech

1. Open Company > Greetings > Add and enter Name.
2. Choose Text to speech.
3. Select Voice and enter Text. Both are validated as required.
4. Select CONVERT. Review the generated result using any playback control offered.
5. Save the greeting and assign it to the intended destination.

Confirm approved audio formats, limits, available voices and any conversion charges with Safe2Call. Creating audio does not activate it in a call flow.

Suggested prompts

Main menu: Thank you for calling our company. For Sales, press 1. For Support, press 2. For Reception, press 0.

Closed message: Our office is currently closed. Please leave your name, telephone number and a short message, and we will return your call during our opening hours.

Music on hold

Choose Company > Settings > Default music on hold for shared hold audio. User Settings also offers Music on hold. Use audio the business is entitled to use. Confirm the effect of Apply before using it to distribute a default to existing users.

Create a menu

1. Create the spoken prompt in Company > Greetings first.
2. Open Company > Autoattendant and select Add.
3. In General, enter Name and review Phone number and Greeting.
4. Choose whether to Allow to dial by an extension number.
5. Set Timeout and the handling for On timeout or invalid input.
6. Configure the Play selection, scenario repeat Times and Ending action, including any ending Play selection and the action after and.
7. Choose Menu and select Add to create a digit entry.
8. Enter Menu, select Route type and complete the destination fields.
9. Repeat for every advertised choice, then Save.
10. Route the intended incoming number or extension to the saved Autoattendant and test every digit, no-input and invalid-input path.

Menu destination types

The Menu route selector offers External number, User, Autoattendant, Voicemail, Call group, Group voicemail, Queue and Channel. Use the destination field presented after choosing the type. Confirm the purpose and availability of Channel with Safe2Call before using it.

Example menu

Menu entry

Destination

1

Sales call group or queue

2

Support call group or queue

0

Reception user or call group

The example is a design choice, not an existing account configuration. The recorded prompt must match the actual entries. Avoid routing a digit back to the same menu unless the caller has an intentional way to exit.

Review failure paths

Set a clear ending action so a caller who presses nothing or an invalid digit does not repeat indefinitely. Confirm timeout units, repeat limits and the available ending actions before deployment. External destinations can create an additional chargeable call leg.

Create a department ring group

1. Open Company > Call groups and select Add.
2. Enter Name, such as Reception.
3. Review Phone number and select a number only as required for your design.
4. Choose whether to Transmit ringback and select Greeting if needed.
5. Select Algorithm: Forking or Circular hunting.
6. Set Ring timeout using the service-approved unit and value.
7. Select Members. Check all intended users are present and available.
8. Configure Ending action, including the Play selection and the action after and. The inspected form initially displayed Disconnect.
9. Save and route a number, menu entry or extension to the group.
10. Test which phones ring, the ringing duration and the ending action when nobody answers.

Choose the ringing behaviour

Forking generally refers to offering a call to multiple destinations at once; Circular hunting generally refers to trying destinations in a rotating sequence. Confirm the precise member-order and availability behaviour on Safe2Call with a test before relying on either algorithm.

Change group membership

1. Open the saved group from its Name list.
2. Review Members and add or remove the intended employee.
3. Check Algorithm, Ring timeout and Ending action still suit the group.
4. Save and test a call to the group.

Group or queue

A call group is suitable for offering a call to a set of users. A queue adds waiting and agent distribution controls. Use a queue when you need callers to wait for an available agent, subject to the service behaviour and limits confirmed by Safe2Call.

Configure voicemail or another fallback where offered if you do not want an unanswered call to end. Test both when all users are busy and when their devices are offline.

Create a queue

1. Open Company > Queues and select Add.
2. Enter Name and select Greeting as required.
3. Select Members who will answer queue calls.
4. Set Timeout, Agent ring timeout, Agent non-activity timeout and Agent delay time using the units and ranges confirmed by Safe2Call.
5. Choose Strategy.
6. Save and route an incoming number, autoattendant entry or extension to the queue.
7. Test with available agents, busy agents, no answering agent and more than one waiting caller.

Strategy offered

Selection consideration

Ring ALL

Offer to all eligible agents, subject to verified behaviour.

Longest idle agent

Prefer the agent idle for longest.

Round robin

Rotate offers among eligible agents.

Top down

Use the configured priority or ordering; confirm how it is determined.

Agent with least talk time

Prefer the least accumulated talk time.

Agent with fewest calls

Prefer the lowest call count.

Sequentially by agent order

Follow the configured member order.

Random

Select an eligible agent randomly.

Ring progressively

Expand the ringing offer progressively; confirm timing and order.

Timeouts and availability

Agent ring timeout controls an individual offer; overall Timeout controls a queue-related waiting limit. Agent delay time and Agent non-activity timeout affect agent handling. Confirm exact units, reset intervals, offer behaviour and whether availability status excludes an agent.

The inspected queue form did not expose an overflow destination or an agent login/logout control. Obtain the supported overflow and agent availability procedure before promising those functions. Test what the caller hears at the queue timeout.

Create a parking resource

1. Open Company > Call parkings and select Add.
2. Enter Name and Timeout. Name is required.
3. Save and verify Name and Timeout in the list.
4. If your design requires a diallable destination, configure an extension route with Route type Call parking.
5. Obtain the supported park and retrieve procedure for the handset or app from Safe2Call.
6. Test with two staff phones using an ordinary call, including what happens at the timeout.

Creating a parking resource is an administration task. Parking or retrieving a live call is an endpoint operation. The portal form does not specify the feature code, retrieval code or timeout-return destination; do not assume a code from another PBX will work.

Shared voicemail and intercom

Numbers & extensions includes Group voicemail and Group intercom route types. Confirm which existing resources the selectors offer, how membership is managed and which users can access them. No separate creation section for these resources was exposed in the Company menu.

Fax destinations

Numbers & extensions includes Fax box. Confirm fax activation, email handling and supported formats before using the route. The employee Faxes section provides Received and Sent views and email-related settings.

Avoid an ambiguous route

Use clear names such as Reception parking or Sales voicemail. Before reusing or deleting a destination, check every external number, internal extension, autoattendant entry and time block that points to it. A route label alone does not prove that the destination has been fully configured.

Assign a company handset

1. Confirm the handset model and provisioning method are supported by Safe2Call.
2. Find its MAC address on the label or device network-information screen.
3. Open Company > VoIP devices and select Add.
4. In General, enter MAC, select Vendor and Model, and select User.
5. Save and check MAC, User and Status in the list.
6. Connect the handset to its approved power and network connection.
7. Follow the device provisioning or restart instructions issued by Safe2Call.
8. Confirm registration, then test an internal call, outgoing call and incoming call.

The vendor selector offered akuvox, Fanvil, grandstream and yealink. Model support depends on the Model selector and Safe2Call provisioning. Do not assume every model from a listed vendor is supported.

Replace a handset

Record the old device assignment and user extension first. Add or update the replacement device with the correct MAC and User, follow provisioning instructions and test it. Remove the old device assignment only after the replacement works and according to the available record controls.

Manual SIP or app setup

User Settings provides SIP login and SIP password. Obtain the registrar/server, transport, port, outbound proxy if needed and approved app instructions from Safe2Call. Do not use the portal address as a presumed SIP registrar. WEB password is for portal login, not a substitute for SIP credentials.

Device registration problems

Check power, network address, MAC, vendor/model and User assignment. Ask Safe2Call to check provisioning and SIP registration. Avoid a factory reset until the recovery procedure is available. Multiple-device support, simultaneous calls and softphone installation need the supported-device or app guide.

Set extension number length

1. Open Company > Settings.
2. Review Extension number length and the existing numbering plan.
3. Enter the approved length and use its Save control.
4. Review all existing extensions and routes for compatibility; test internal dialling.

Changing length after users and routes exist can disrupt dialling. Confirm migration behaviour and any reserved extensions with Safe2Call before making that change.

Set default hold music

1. Open Company > Settings.
2. Select Default music on hold and use the associated Save.
3. Review the separate Apply control. Confirm whether it changes existing users, which users it affects and whether it overrides individual choices.
4. Use Apply only when that scope matches the intended change.
5. Test hold audio on a normal call.

Maintain call flows

Keep prompts consistent with the current menu choices and business hours.

Update group and queue membership when employees join or leave.

Review future routing changes before holidays and after reopening.

Record the destination before changing a live number.

Check user-specific Find me rules if company routing appears correct but calls go elsewhere.

Keep one authorised administrator accountable for permissions and shared settings.

Rollback

If a routing change fails, restore the previous destination and schedule, save it and test incoming calls. Do not delete the previous resource until the replacement has been verified. A screenshot or written configuration record can help an authorised administrator restore values, but keep customer and credential information private.

Review company usage

1. Open Company > Billing.
2. Select Show filters.
3. Set Date from and Date to. Narrow by Number, Caller ID or Billing type if needed.
4. Review Caller ID, Outbound caller ID, Called number, Description, Call start, Call end, Effective duration, Duration, Cost and Type.
5. Use Show entries and the page controls to review further records.
6. Use Export where offered and follow the format options shown. Store usage records securely.

Company reports have a wider scope than the individual Account reports. Confirm currency, tariff inclusions, billing increments and the difference between Duration and Effective duration with Safe2Call before interpreting charges.

Manage recording access

Company > Recordings lists Date, Caller ID, Called number, Display name, Duration and Direction. User Settings includes Record OFFNET calls and Can show their own recordings. Review these and portal Permissions together. Recording availability is not established solely by the presence of a menu.

Obtain the supported playback, download, deletion and retention procedure for populated recording records. Follow the company recording and caller-notification policy. The portal inspection did not test live recording or retrieve audio.

Review the plan

Company > Subscriptions displays the current subscription, user and DID figures, and SWITCH. Review available plans and charges before changing a subscription. The inspected company displayed Trial; those account-specific figures are not a customer price list or a confirmed interpretation of licence limits.

Payments invoices and rates

Account > Payments provides transactions; Invoices provides issued documents; Rates provides destination lookup; Top up provides available balance actions. Confirm the financial scope and currency for the signed-in account. Public-number purchases, subscription changes and payments should be completed by an authorised account holder after reviewing all terms.

Sign in and sign out

1. Open https://safe2call.tech/vuc/.
2. Enter your UserName and Password and select LOG IN.
3. Use only your own assigned account.
4. When finished on a shared computer, open User settings and select Logout.

Use Forgot Password if offered or contact your company administrator. My profile provides Change password. Keep web and SIP credentials private.

Make a browser call

1. Open the phone icon on the right side of the portal.
2. Expand Dialpad in the Calls panel.
3. Enter the internal extension or external destination in the approved format.
4. Check the number and select the handset icon.
5. Allow microphone access only when you intend to use browser calling. Check your headset and audio devices.

Call a colleague or contact

Open Contacts, search for the intended person and select Call. For internal dialling, use the extension provided by your administrator. Video and chat require compatible recipients and an enabled service; ordinary telephone numbers should not be assumed to support either.

Receive hold and transfer calls

Use the answer control on your registered handset or application. Use its active-call mute, hold, transfer and end controls as offered. For a consultation transfer, speak to the colleague before completing the transfer; for a direct transfer, follow the endpoint procedure. Obtain model-specific button sequences from Safe2Call.

Keep the handset or app online and check availability and Do Not Disturb if calls do not ring. Portal status, handset DND and queue eligibility can interact differently; confirm your company procedure.

Update your profile

Open My profile > My profile > Personal data. Review Name, Last name, Phone number, Email, Gender, Country, City and Date of birth in YYYY-MM-DD format. Save changes when the form is valid.

Review personal calling settings

Settings displays SIP password, Branch, Extensions, Assigned phone numbers, Caller ID, Music on hold, Voicemail greeting, Ring timeout, Time zone, Enable voicemail to email and Enable voicemail transcription. Change only settings your administrator has authorised. Confirm how voicemail delivery uses your profile email and whether transcription is included.

Set incoming-call rules

1. Open My profile > Find me, or ask the administrator to open your user record > Find me.
2. Select Add and review From, DID number, Priority, Response and To.
3. Choose the intended response and destination, then review Offline, Busy, No answer and DND.
4. Confirm rule matching, priority order, number format and timeout units with the administrator.
5. Save and test the selected conditions with an ordinary call.

The administrator can see a user rule list with From, DID number, Priority, Response, To and DND. A company number can route to a user whose own Find me rule then affects the outcome. Check both layers when troubleshooting.

Voicemail and greetings

Choose a saved Voicemail greeting in Settings. Use personal Greetings for available audio creation controls and Account > Voicemails for received messages. Configure email and transcription only when enabled for the account. Obtain handset voicemail access and PIN procedures from Safe2Call.

Click to call and devices

My profile contains Click to call and VoIP devices tabs. Keep generated links private because they can contain access tokens. Personal VoIP devices lists the user device MAC and Status; administrators manage assignment under Company > VoIP devices.

Maintain contacts

1. Open Contacts and use the available Add contact control.
2. Enter the required name and phone details. Add additional phone entries where offered.
3. Save the contact and find it again using Search for anyone.
4. Use starred views for frequently contacted people. Check the intended record before editing or deleting it.

Contacts, Chats and Recents are user-facing communication sections. Use company Users for employee account creation; adding an address-book contact does not create a PBX user.

Conversations and recent calls

Open Chats to find or start a conversation and verify the recipient before sending. Open Recents for the call/message timeline. Use Billing for detailed duration and charges. Confirm SMS or external video support before promising those functions.

Speed dials

1. Open My profile > Speed dials and select Add.
2. Select the shortcut and enter Telephone number and an optional Nickname.
3. Save and verify the record.
4. Use the dialling sequence supplied by Safe2Call for your endpoint. Do not assume a star or hash code.

Fax handling

My profile > Faxes provides received/sent records and Settings for delivery attempts, retry interval, authorised email for email to fax and forwarding email for fax to email. Confirm activation, units, attachment formats, addressing and charges before use.

Availability and permissions

Use the status choices offered by User settings and follow company guidance for breaks and queue availability. If Company is missing, ask an authorised administrator to review permissions. Do not use another employee password to gain administration access.

Example call flow

This example routes the main number to a business menu during office hours, with Sales and Support destinations and voicemail outside opening hours. It is a proposed design, not a description of the inspected company configuration.

1. Create Sales and Support users, assign extensions and verify their phones register.
2. Create shared main-menu and closed-hours greetings.
3. Create a Sales call group and a Support queue with the intended members.
4. Create an Autoattendant with Menu 1 to Sales, Menu 2 to Support and Menu 0 to Reception. Set no-input and invalid-input handling.
5. Create internal extension routes for service destinations if required.
6. Open the main number and enable Use timespan.
7. Configure office-hour blocks to the Autoattendant and closed-hour blocks to the chosen voicemail destination.
8. Save the complete routing configuration and test before announcing the number.

Acceptance test checklist

Test

Expected result to record

Internal user call

Correct extension rings and audio works both ways.

External outgoing call

Allowed destination connects with the intended caller ID.

Main number in hours

Main prompt plays and each advertised digit works.

No input and invalid input

The configured repeat and ending behaviour occurs.

All group members busy or offline

The expected fallback occurs.

Queue with waiting callers

Strategy, ringing offers and timeout behave as intended.

Out of hours and weekend

The closed-hours destination is used.

Voicemail

Message arrives in the intended mailbox and email if enabled.

Call parking

Another authorised endpoint retrieves the test call.

Future routing change

The change and planned return take effect correctly.

Record the date, time, extension, external test number and result. Avoid emergency numbers as test destinations. Resolve failures before moving a live customer number to the new flow.

Problem

Checks

Company menu missing

Check permissions and reload after an administrator updates access.

User cannot be saved

Check First Name, required Extensions and validation messages. Review the complete form.

Phone not registered

Check power, network, MAC, vendor/model, User assignment and provisioning.

Internal extension fails

Check extension length, branch prefix, duplicate routes and destination assignment.

Incoming calls ring the wrong user

Review Numbers route, Timespan, Future changes and the target user Find me rules.

Opening hours fail

Check every day/block, From hour, To hour, time zone and parent Number Save.

Menu digit fails

Check the Menu value, route destination and prompt. Test no-input and invalid-input handling.

Group member never rings

Check Members, algorithm, registration, busy/DND and ring timeout.

Queue agent does not ring

Check Members, strategy, agent timing, registration and verified availability procedure.

Calls cannot leave the PBX

Review Block OFFNET calls, number format, subscription and permitted destinations.

Voicemail email missing

Check profile email, voicemail-to-email setting, routing and junk folder.

Recording missing

Check Record OFFNET calls, permissions, date filters and service activation.

No or one-way audio

Check microphone permission, headset/audio selection and network connectivity.

Unexpected charges

Use Company Billing filters and confirm currency, inclusions and forwarded call legs.

Escalate with an example

Provide an affected extension and telephone number, exact time, handset/app model, intended route and actual outcome. Include checks already performed. Share necessary call details privately through the agreed support channel.