Add a New Extension |
1. Enter the Extension Number.
2. Select the Extension Type from the drop-down list:
● Message Taking: The Message Taking extension can be used to present information and then allow your caller to leave a message. By far the greatest use for this type of extension is for Lead Capture. With a Message Taking extension you can spend a few minutes exciting the caller about your Product or Service 24/7 and then give them an immediate outlet to demonstrate their interest by leaving a message with their contact info for you to call them back.
● Greeting Only: The Greeting Only extension can be used to present an audio message for your callers to listen to. A Greeting Only extension is the ultimate tool when it comes to providing Product/Service information, testimonials and other types of information around the clock. This feature is your 24/7 Information Hotline!
● Q&A: The Question and Answer extension allows you to record multiple questions, each followed by a beep in order to record an answer from the caller. This feature is great for 24/7 automated order taking and surveys.
● Fax on Demand: The Fax-On-Demand extension can be used to give prospects immediate access to your order forms, product or company details, directories, written testimonials, or any other printable information you would like to have accessible to your callers 24/7. When the caller dials a Fax-On-Demand extension, he will hear a short description of the documents and will be prompted to enter his fax number. iTeleCenter will automatically call the fax number and deliver the document you have uploaded onto that extension.
● PBX: The Virtual PBX extension is designed to ring to a specific person rather than a mailbox. You can assign specific VPBX extensions to each of your employees, departments, sub-contractors and even third party support vendors.
● ACD: The Automatic Call Distribution (ACD) extension allows you to use your iTeleCenter to distribute calls to a defined list of PBX extensions. Set up your PBX extensions with Call Forwarding to the participant’s phone number or numbers, set up an ACD Extension, and assign PBX extensions to that ACD extension. Watch calls come into your ACD extension and route to a participant’s extension. You can set the distribution to Round Robin or Next Available, monitor calls in the queue, and view statistics including average wait time.
NOTE: Once you select the extension type, the screen will refresh with the fields for that extension type.
1. Enter the Extension Description.
2. Click the Save button to save the description.
3. Choose from the options available to add a greeting to the extension:
● To upload a Greeting recording file:
a. Click the Upload WAV/MP3 File tab.
b. Enter the path for the recording file you wish to upload in the Upload File text box or click the Browse button to find the file.
NOTE: To ensure the best quality for playback, we recommend one of the following formats:
● MP3 (256 bit, mono)
● WAV (8000 Hz, 8 bit, mono PCM)
● WAV (8000 Hz, 8 bit, mono CCITT U-Law)
● To make a recording using your computer’s microphone:
a. Click the Record with Microphone tab.
NOTE: If your computer has more than one microphone, there will be a drop-down so you can choose which mic to use to record your greeting.
b. Click the red Start Recording button to begin recording. Click the Stop Recording button when you have finished recording. Click the Play Recording button to review the audio you have just recorded.
c. Click the Upload your Recorded Greeting button to upload the recording for your greeting.
● To assign a Greeting from another iTeleCenter or Extension, click the Assign a Greeting tab.
● To assign a Greeting from another extension, select the Assign Greeting from another Extension Box option and select the extension from the corresponding drop-down list.
● To assign a Greeting from another iTeleCenter, select the Assign a Greeting from another iTeleCenter option, and enter the iTeleCenter number in the corresponding text box.
4. Click the Save button to save the new extension.
● To record a greeting on the phone, log in to your iTeleCenter using the Phone and follow these prompts:
● Press 4 to Modify your Configuration
● Press 4 to program your extension
● Enter the extension number you want to modify from 1 through 9999
● Press 1 to modify the extension
● Press 1 for message taking extension
● Press 1 record your greeting
1. Enter the Extension Description.
2. Click the Save button to save the new extension.
NOTE: You must use the phone interface to record the greeting and questions for a Q&A extension. Log in to your iTeleCenter and follow these prompts:
● Press 4 to Modify your Configuration
● Press 4 to program your extension
● Enter the extension number you want to modify from 1 through 9999
● Press 1 to modify the extension
● Press 3 for Q & A extension
● You will be prompted to press any key to begin recording your introduction greeting. Be sure to inform callers that they can press the pound key to go to the next question and that they can press the star key to go back to the previous question.
● Press the pound key when you’ve finished recording your introduction. After you press the pound key, you will be prompted to
● Press 1 to accept the greeting you recorded
● Press 2 to review the greeting you recorded
● Press 3 to rerecord the greeting you recorded
● Press 4 to append the greeting you recorded with an additional recording and then continue.
● Once you accept the introduction greeting, you will then be prompted to record your first question.
● Press any key to begin recording your question. Press the pound key when finished. After you press the pound key, you will be prompted to:
● Press 1 to accept the question you recorded
● Press 2 to review the question you recorded
● Press 3 to rerecord the question you recorded
● Press 4 to append the question you recorded with an additional recording and then continue.
● Once you accept your question recording, press 1 to record another question.
● Continue until you finish recording your questions, and when you are done, press the star key.
1. Enter the Extension Description.
● To upload the Fax file, enter the path for the file you want to upload in the Upload File text box or click the Browse button to find the file.
NOTE:
● If your document has password protection, you must remove the password protection before uploading the document for FaxOut.
● To ensure proper functioning, the file must be in one of the following formats: DOC, TXT, PDF, XLS, CSV.
2. Click the Save button to save the uploaded file.
3. Choose from the options available to add a greeting to the extension.
4. Click the Save button to save the new extension.
● To record a greeting on the phone, log in to your iTeleCenter using the Phone and follow these prompts:
a. Press 4 to Modify your Configuration
b. Press 4 to program your extension
c. Enter the extension number you want to modify from 1 through 9999
d. Press 1 to modify the extension
e. Press 4 for FOD extension
f. Press 1 record your greeting
1. Enter the Belongs to First Name and Last Name.
2. Enter the 4 to 6 digit passcode.
3. Retype the passcode.
4. Click the Save button to save the new extension.
1. Enter the Extension Name.
2. Enter the 4 to 6 digit Passcode.
3. Retype the Passcode.
4. Enter the Extension Description.
5. Select the Call Distribution Type:
● Round Robin – If you select Round Robin, calls will be distributed evenly to the PBX extensions you assign to the ACD. If the PBX Extension Call Forwarding Number is busy, the caller will be sent to voicemail.
● Next Available – If you select Next Available, calls will be given to the next PBX extension that is available to take the call.
6. Select the Call Wrap Up Time: Call Wrap Up Time gives the PBX extension extra time after hanging up from a call before making the PBX extension available for the next call.
7. Select the time interval to Repeat the Leave a Message prompt.
8. Select the on hold time. Calls will be sent to voicemail when they are on hold for this time period.
9. Click the Save button to save the new extension.
NOTE: After you create the extension, you should go the Extension Boxes screen and click the Configure link for the ACD extension to assign PBX extensions to the ACD, set up the ACD’s prompts and set up the notifications for the ACD. To learn more about setting up ACD Extensions, click here.