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Example peoplefone HOSTED

Initial situation

Here is an example of some possibilities and the costs for a company.
In the manual you will find the corresponding settings in the virtual PBX peoplefone HOSTED.

Example: Company Müller AG

The company has 6 employees and needs 6 telephones and 1 fax. 1 employee works half-time from home (second office). The company wants a main number, a fax number and each employee should have their own telephone number. The sales team wants a direct phone number. For incoming calls, all the telephone sets of the seller should ring at the same time. The support team only wants an internal speed dial number. For repairs and complaints, the main number is called and then transferred internally. Mrs. Jost is the first point of contact. She can solve simple questions herself, otherwise she transfers the callers to the support team. There Mr. Baumann takes over first, then Mr. Rieder and afterwards the sales team. If all are busy or unavailable, the call goes back to the control panel / answering machine. From Monday – Friday the official office hours are from 08:00-12:00 and 14:00-18:00. The main number is handled by Silvia Jost first. Outside of the working hours, an answering machine is activated. On Saturday and Sunday from 07:00-19:00 an on-call service will be set up. This first goes to the mobile number of the first employee. If this employee does not answer, then the call will be redirected to another employee, etc. The sales team, with their own telephone numbers, are always available in the office during the mornings from 08:00-12:00. After that they are out all afternoon. In the morning, it should therefore ring in the office on all sales departments phones; In the afternoon calls should go to the main number.

The user Peter Meier has the following needs:

  • He wants every call to be redirected to his mobile if he is “offline” or has no internet.
  • He wants a call to be routed to the sales team if he’s already on the phone.
  • He wants the call forwarded to his second office if he does not pick up after 1 minute (60 seconds).

The company does not want to buy a new fax because they only receive but do not need to send faxes.

Costs

In this case we would recommend the virtual PBX peoplefone HOSTED.
Thus, you wouldn’t have any installation costs.
You would need:

  • Internet connection
  • 6 telephones IP
  • (No fax – there is a Fax2Email function)
  • Subscription peoplefone HOSTED

Registration – Login

Register on the peoplefone website – Business – Virtual Solution – Registration and Login or via the following link

Enter your address details and proceed to read and accept the terms and conditions. You will then receive an e-mail to activate the account.
After you have confirmed by clicking on the link, you will receive a welcome e-mail. With your login e-mail and your password, you can log in at any time via the following link

As a new customer, you must first define your needs:

  • Number of users
  • Number of phone numbers
  • Subscription period; Choose 1 month TEST and you get a test credit, user and test numbers.

Example: Company Müller AG

The company has 6 employees and needs 6 telephones and 1 fax. 1 employee works half-time from home. The company wants a main number, a fax number and each employee should have their own telephone number.

Account peoplefone

Profile

The address data including login e-mail and your own password can be changed at any time. Under “Additional Settings” you will find additional options for the administration of the peoplefone account. For example, here you define the number of digits for the internal speed dial number.

My subscriptions

In “My subscriptions” you will find an overview of the number of users and phone numbers that have been subscribed. You can also see until when the subscription is paid and thus also how long it is valid.

Payments

You can always recharge your credit via credit card or Paypal.
With e-banking, Postfinance or with a payment slip, you have to initiate the payment yourself and it can take up to 4 working days for the bank transfer to arrive at our bank. For every payment you will find a receipt as PDF.

Call history

Every call is shown under your call history with duration and tariff.
You can transfer an evaluation of a period to Excel yourself.

HOSTED Configuration

Users

In the first step, you create a user for each employee with a telephone. The internal speed dial number is automatically assigned by the system or you can define it yourself. You can change the information of the users at any time by clicking on the followig icon in your account: «»

You can use the other 3 symbols to set further functions, which are described in the following subsections.

The description ‘Offline’ shows that the associated terminal is not yet configured or not connected. Once your peoplefone HOSTED is set up, all users should be ‘Online’.

Forwarding / Voice Mail

MWI – Message Waiting Indicator

peoplefone now also supports the MWI with active voicemail. All provisioned phones from SNOM, Yealink, Mitel, Panasonic and Gigaset are supported. This function shows you whether you have received a new voicemail message. This is indicated by a flashing LED light on the phone. The new messages can be called up directly using the button provided on the phone.

Examples:

  1. User Peter Meier wants every call to be redirected to his mobile if he is “offline” or has no internet.
  2. User Peter Meier wants the call to be forwarded to his second office if he does not pick up after 1 minute (60 seconds).
  3. User Peter Meier wants a call to be routed to the sales team if he is already in a call.

If you want to define redirects / voicemail with different times, go to Time Routing. Example 3 can not be created until the group “Sales” has been created. If you want to change a rule, you must delete it «» and add it again. You can pause a rule at any time by clicking «», click the «» button if you want to reactivate it.

In the Voicemail section, you can set your PIN code, the language and the desired answering machine option (sending an e-mail or recording to voicemail) and upload your own message (wav file). If you do not yet have your own announcement, first activate the voicemail, call yourself and then proceed to record your own announcement.

Personal directory

Each user can insert frequently used telephone numbers in their own phonebook.

Provisioning

Operating Instructions Autoconfiguration.
Here are some recommended devices for auto-provisioning, i. E. automatically adopting the configuration via the system. All you need to do is connect the device to the Internet and enter the MAC address / serial number.

Fax to Email / Email to Fax

Example: The company will not buy a new fax because they only receive faxes but do not need to send faxes.

Thus, the “Fax2Email” function is sufficient. A fax will be sent via e-mail as an attached PDF. To do this, create a new user under -> Users / Devices with the name “Fax”, enter the direct fax number and convert the account by clicking on «». You only need to enable the “Fax to Email” feature. For the function “E-mail to fax” (ie sending a fax via e-mail), you should enter your e-mail and your password in the fields above.

Example

  • To/A: Enter the fax number followed by “@p-fax.com” for Switzerland, “@p-fax.de” for peoplefone Germany and “@p-fax.at” for peoplefone Austria; You can enter several recipients.
  • Cc and Bcc These fields are not taken into account
  • Betreff: Enter your password here

You can now write an e-mail text and attach PDF files to it. You can send multiple PDFs. The limit is 20 MB per PDF file and a maximum of 30 MB per e-mail

Groups

For more information about Groups please click on the following link.

Example: The sales team wants a direct phone number. For incoming calls, all the telephones of the sales team should ring at the same time. The support team only needs an internal speed dial number. For repairs and complaints, the main number is called. Ms. Jost is the first point of contact. She can solve simple questions herself, otherwise she transfers the caller to the support team. There Mr. Baumann takes over first, then Mr. Rieder and afterwards the sales team. If all are busy or unavailable, the call goes back to the control panel / voicemail.

Time Routings

Example: From Monday – Friday the official office hours are from 08:00-12:00 and 14:00-18:00. The main number is handled by Silvia Jost first. Outside of the working hours, an answering machine is activated. On Saturday and Sunday from 07:00-19:00 an on-call service will be set up. This first call goes to the mobile number of the first employee. If this employee does not answer, then the call will be redirected to another employee, etc. The sales team, with their own telephone numbers, are always available in the office during the mornings from 08:00-12:00. After that they are out all afternoon. A separate time routing is created for the sales team. A call will be directed to the sales group from Mondays to Fridays between 08:00 and 12:00. When a call comes in to the sales department in the morning, all the sales numbers must ring simultaneously. In the afternoon the calls must be redirected to the switchboard.

Define time ranges

First, you must define the desired time ranges / time windows. Click on the days of the week and the squares to define the time bar.

Define time routing

Here you can set the rules for this example:

For the on call person, another group is created.
Go to -> Groups -> Add.
As a name, we enter “On Call” and fill out the mobile phone numbers of the employees in the desired order.

Tip: For the duration of the destination number, pay attention to whether this is a VoIP number or an external landline / mobile number. For external numbers, the structure of the call can already take 4-5 seconds (until it rings at the called party). We therefore advise you, as a precaution, to set a minimum duration of 20 seconds for external destination numbers!.

Here you enter the main number.

For the destination numbers, you now take the time ranges and define the rules. During office hours (“VM / NM office hours”), secretary Silvia Jost picks up the phone. On Saturday / Sunday it goes to the person “On Call” (“weekend patch”). Outside these times it gets redirected to the answering machine.

Now you can create the second routing schedule for the sales team.
Here the direct phone number for the sales department is entered.
During office hours In the morning, all incoming calls go directly to the sales team, after that to the main number. For the main number, the first scheduled routing rule is then applied. Thus, “schedule routing” would be entered at the standard destination number type.

Assign time routings to the number

Now, under HOSTED configuration, go to “Assign phone numbers”.

Select a time routing defined by you for the main number in order to activate time routing.

IVR / Announcement

This guide will allow you to configure an interactive voice server (IVR) in your HOSTED account. When you call the main number of a company, very often an announcement prompts you to choose the language. Once the choice is made, a second announcement lists the different departments in the chosen language. This system is effective in redirecting customers to the right department or collaborators without using a secretary.

Ce guide vous permettra de configurer un serveur vocal interactif sur votre compte HOSTED. Lors d’un appel sur le numéro principal d’une entreprise, très souvent une annonce propose de choisir la langue. Une fois que le choix est effectué, une seconde annonce énumère les différents départements dans la langue choisie. Ce système est efficace pour rediriger les clients vers le bon département ou collaborateur sans faire appel à une secrétaire. We will use this scenario as an example. Before starting to configure this feature, it is necessary to establish a diagram detailing the structure.

Define the different groups and users. 

Record voice announcements in wav format using a computer. 

Buy IVR nodes 

  • For this example you need 4 nodes. Go to “Functions” >> “IVR / Message” and select 4 nodes in the scroll-down menu.

Configuration of the IVR 

  • After purchasing the nodes, return to “Functions” - “IVR / Message”. Click on “Add IVR”.  Start with the first node. 
  • Node “French” : For technical support press 1; For the sales department press 2; For the picket service press 3. Upload the audio file containing the voice recording. 
  • Define the destination for each key: for key n°1 select the group “Support”; for key n°2 select the group “Sales”; for key n°3 select the group “Picket”

The advanced options allow you to customize the behavior of the interactive voice server.

If there is no selection: 

  • After 60 seconds the announcement is repeated (by default)
  • You can upload a new voice message 

In case of a timeout : 

  • After 180 seconds the call is disconnected (by default)
  • You can select a specific destination to which the call will be routed after 180 seconds

If there is no valid selection : 

  • The original message will be played (by default)
  • Playing the uploaded message, allows you to select a message that you want to play during an invalid selection 
  • If the selection is invalid, it is possible to reroute the call towards a user or group 
  • Creation of the node “German”: Define the sub-nodes and upload the audio file with the German announcement. 
  • Creation of the node “English”: Define the sub-nodes and upload the audio file with the English announcement. 
  • Here is an overview of the three nodes: 
  • Now, you can configure the node at the root of the IVR. The node with the language selection. Click on “Add IVR”. Name the node and upload the announcement audio file. 

Assign the phone number(s)

  • All that is left to do, is to assign the phone number(s) to the main IVR.

Phone numbers

In the overview, you will find all the telephone numbers for incoming calls and the corresponding allocation to the users / devices or groups. You can change the assignments at any time under each chapter («HOSTED Configuration» «User») for each user. When making any changes, also pay attention to the corresponding displayed phone number for outgoing calls.

Company phonebook

You can use the company phonebook to centralize your company contacts.
For more information please click on the following link.

Music on hold

You can define a type of music for callers to listen to whilst on hold. You can use wav and mp3 files as music. The maximum allowed file size is 16 MB.

Telephone conference

For a multi-party telephone conversation, you can enable the conference call feature for a specified period of time. They all receive the same dial-in number, a conference number and a conference PIN. All participants dial in and pay their providers the appropriate local landline tariff (free of charge among peoplefone members). There are no additional costs for the participants.
Please check peoplefone CONF for more information.