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Emily R

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  1. until
    Calling all Erlang Developers! Join the SpawnFest annual 48 hour online software development contest ... in which teams around the world get exactly one weekend to create the best BEAM-based applications (think Erlang!). More information is HERE You can look into previous winning projects HERE 2600Hz is proud to be sponsors for this event, get those coding juices flowing!
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    Join the only North American conference to cover all of the BEAM Languages, including Erlang and Elixir. NOTE! This year you can attend in person, or online. For more information, click HERE
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    Join our own Patrick Sullivan and Clint Mohs at the Cloud Comms Summit in Chicago! We are proud to say they are both speaking...Wednesday is the big day! 9:00 - 9:15, Clint Mohs Fireside Chat 9:15 - 9:45, Patrick Sullivan "Enabling Service Provider Success" Sign up here: https://cavellgroup.com/events/ccs-us/
  4. Join 2600Hz co-founder and CEO Patrick Sullivan for his keynote address! Yes! He will be caffeine-ready to speak at 6:30am PDT on March 9, about "The Convergence of Cloud Comms" To Register for the Cloud Comms Summit Click on the link below: https://cavellgroup.com/events/ccs-london/ About Cloud Comms Summit Cavell Group are proud to announce we are returning to in-person events next March for Cloud Comms Summit London 2022! We are excited to meet the industry once again, at our beautiful chosen venue, Leonardo Royal Hotel London St Paul’s. The Summit will be filled with keynotes, panels, networking and discussions we will be delivering a uniquely insightful experience for the service providers and vendors in the cloud communications industry. We look forward to seeing you there!
  5. Happy Holidays! Our offices will be closed January. 17, to honor Martin Luther King. If you experience major operational emergency and support is required, Please first submit a ticket to support@2600hz.com then call our support line at (415) 886-7950 to escalate it. For all other support requests, you may submit a ticket by emailing support@2600hz.com and your ticket will be handled when we return on Tuesday, July 6th.
  6. Happy New Year! Our offices will be closed Dec. 31, to welcome 2022. If you experience major operational emergency and support is required, Please first submit a ticket to support@2600hz.com then call our support line at (415) 886-7950 to escalate it. For all other support requests, you may submit a ticket by emailing support@2600hz.com and your ticket will be handled when we return on Tuesday, July 6th.
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    Happy Holidays! Our offices will be closed Dec. 24 and Dec. 27 to honor Hanukkah, Christmas, and Kwanzaa holidays If you experience major operational emergency and support is required, Please first submit a ticket to support@2600hz.com then call our support line at (415) 886-7950 to escalate it. For all other support requests, you may submit a ticket by emailing support@2600hz.com and your ticket will be handled when we return on Tuesday, July 6th.
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    Thursday and Friday is Thanksgiving weekend in the US. Our offices will be closed. If you experience major operational emergency and support is required, Please first submit a ticket to support@2600hz.com then call our support line at (415) 886-7950 to escalate it. For all other support requests, you may submit a ticket by emailing support@2600hz.com and your ticket will be handled when we return on Tuesday, July 6th.
  9. We have both a Private Cloud and Global Infrastructure customers beta testing this now!; if you want to also test it, please click here.
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    This is a call with James and (at times) additional guest 2600Hz engineers to talk all things 2600Hz with developers from around our community. 9:30-10:00 Pacific (16:30-17:00 UTC) Typically every other Tuesday Join us on Townhall https://parley.2600hz.com/?autocall=community If you don't automatically join, then you can use the dial pad to "Enter an extension" to type in "community" (without the quotes) and press the 'handset' button to dial.
  11. Welcome to the 2600Hz Guide to Getting Started with MS Teams! We’ve partnered with TeamMate Technology to provide MS Teams direct routing integration to our Hosted, Private, and Global customers. This article will provide you with all the information that you need to get started. Rather than reinventing the wheel, we will be providing you links to TeamMate Technology’s extensive documentation on setting up TeamMate connector along with some tips and tricks of our own. Pricing Once you Integrate MSTeams using TeamMate technology you will see additional charges to your account. This will be based on the number of users you sign up for the integration: Your KAZOO user/device license plus $2.50 for each Teams integration Includes the costs of TeamMate Does NOT include Microsoft Phone system licenses for end users A Microsoft Phone System license or comparable add-on license is needed. Get more info on that here. If you can commit to a volume of 1,000 Teams integrated users/devices, please contact sales@2600Hz.com for a volume discount. Onboarding Resellers - Onboarding is required to enable your account to manage your own Enterprises. To initiate your Reseller onboarding, please complete the Microsoft Teams Reseller Onboarding Form and email it to ps@2600hz.com:Microsoft Teams Reseller Onboarding Form.docx Once we receive the completed form and process your request, you will receive an invitation email from us containing a link and pin number for registering to the TeamMate reseller portal. Resellers can then guide Enterprise MS Office administrators in the following configurations. There are a few preliminary steps we suggest you and your customers take before beginning the registration process, please visit the following link. Enterprises/Customers - Your Reseller is responsible for creating your Enterprise in the TeamMate portal. Once completed, you’re ready to begin the Enterprise registration process. A great starting point is the following TeamMate’s step-by-step guide: TeamMate PBX Connector Installation Step-by-Step Guide Companion video A few tips: When selecting the PBX Type, you may see both an option for “Kazoo” and an option for “2600Hz-Freeswitch”. Please select “Kazoo”. You may need to restart Teams in order for the dialpad to show up. Closing MS Teams may minimize Teams in your system tray and not completely exit the application. (This threw me for a loop!) Be sure to completely exit and restart Teams. Additional Resources TeamMate Technology provides extensive documentation on the MS Teams integration. Here are a few that we found most helpful: An excellent walkthrough of the process: TeamMate Provisioning All reseller documentation: https://connecttoteams.elevio.help/en/categories/3-reseller Documentation on the reseller portal: https://connecttoteams.elevio.help/en/articles/3 Knowledge base: https://connecttoteams.elevio.help/en Branding tutorial: TeamMate Reseller Branding Settings Step-by-step guide: https://connecttoteams.elevio.help/en/articles/4 Understanding the Portals The TeamMate provisioning portals can be a little overwhelming at first, so we created a diagram to help clarify the roles of each portal: https://miro.com/welcomeonboard/R2pPc3pRQXE5WnFWRTZwUDFzUVBXWTF6S2NuVVNDaXJhRnhRU2ZiaW1SSTF4dlVMTXJFRXpXVFM4b0NTVTZWMnwzMDc0NDU3MzQ2MTI0MTU5MTI3 For additional information about the roles of the various portals, see: https://connecttoteams.elevio.help/en/articles/8-reseller-login-vs-enterprise-login Thank You! If you have any feedback, please let us know!
  12. hi -- Thanks for your questions... don't see an immediate plan for either, but will pass that on. Let me see if I can release the source for the Call Center Pro manual for you to use as a starting point. There is an effort underway to develop tutorials, I'll foward your request.
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    2600Hz is a proud sponsor of this event! About Cloud Comms Summit Cavell Group and the Cloud Communications Alliance are proud to announce we are returning to in-person events this September for Cloud Comms Summit US 2021 in Scottsdale, AZ. Across 3 days of keynotes, panels, networking and discussions we will be delivering a uniquely insightful experience for the service providers and vendors in the cloud communications industry. Website is Here Register Here
  14. Today is Labor Day in US. Our offices will be closed. If you experience major operational emergency and support is required{ Please first submit a ticket to support@2600hz.com then call our support line at (415) 886-7950 to escalate it. For all other support requests, you may submit a ticket by emailing support@2600hz.com and your ticket will be handled when we return on Tuesday, September 7th.
  15. Today is Independence Day in US. Our offices will be closed. If you experience major operational emergency and support is required{ Please first submit a ticket to support@2600hz.com then call our support line at (415) 886-7950 to escalate it. For all other support requests, you may submit a ticket by emailing support@2600hz.com and your ticket will be handled when we return on Tuesday, July 6th.
  16. Today is the Juneteenth the US. Our offices will be closed. Holiday Background On June 19th, 1865, the Emancipation Proclamation— which had been issued on January 1, 1863— was read to enslaved African-Americans in Texas by Gordon Granger. This date signifies the emancipation of the last remaining enslaved people in the Confederacy. This was 2.5 years after the Emancipation Proclamation and while history after this date was still fraught with Jim Crow and other discriminatory practices, Juneteenth is seen as a day of celebration. Texas was the last Confederate State to have the proclamation announced, after the end of the American Civil War in April of that year. 2600Hz started honoring this day last year, and just recently the US Senate voted unanimously to declare it a holiday also. If you experience major operational emergency and support is required Please first submit a ticket to support@2600hz.com then call our support line at (415) 886-7950 to escalate it. For all other support requests, you may submit a ticket by emailing support@2600hz.com and your ticket will be handled when we return on Monday, June 21st.
  17. Fax User Stories An account wants to set up several fax stations within the office for their users to access and send faxes from. A user wants to receive faxes by email. An account wants to include a fax to email option where all faxes are send to a single email address. Overview of Fax applications and Settings There are several applications in KAZOO that can access the set up and manageent of virtual “Fax Boxes”. Fax boxes can be assigned to each user and/or to a Main phone number. They can be sent and received via email addresses. SmartPBX provides settings to create fax boxes, including Assign fax numbers to your main number and/or an individual user. Assign virtual fax boxes to users. Assign email addresses for incoming and outgoing faxes. Add a physical fax device to your account. Callflows enables some advanced features for your fax setup including Integrating it into a callflow. Enabling a fax # and email tied to the Main number. Defining multiple faxbox options for a single user. Faxes is a portal for account managers to View the status of inbound and outbound faxes that are assigned to a particular account or user. Define a storage mechanism for all faxes in the account. Check and identify fax completion and/or errors. Setting up your Main Account Fax Box using SmartPBX From the Main Number menu in SmartPBX, you are given the option to set a Main Faxbox Number. You can assign a number from your inventory or buy a new one. Once a Fax Number is assigned, it will ask for a Main Faxbox email to send all fax notifications to. Make sure to save. You number will display both in this section, and on the home screen dashboard. Main Menu View Dashboard View NOTES: Once this is set up, incoming faxes to this main number will be forwarded to the email you defined. If you want to send a fax using the same main number, you will need to add some settings in Callflows. Check out the community forum post describing this, HERE. (Thank you community!) Setting up your Personal User Fax Box If you want to dedicate a fax number and box to a specific user (a “user” could be a person or “support line” or “sales department”), follow these steps. In SmartPBX, select the Users tab and find the user to add a faxbox to, or create a new user. Click In the field below “User Features” next to the User you want to edit. You will see a menu that includes Faxbox (a white button means not yet set up, a green button means there are settings applied). In the next screen, toggle to “Enable” the Faxbox. You will see a dialog box similar to this one. I NOTES: The Fax to email number selected will send the email to your user email as set in SmartPBX. The email to Fax will show you the syntax for sending an email to a fax machine. You will need to cop this exactly. By selecting the “Show Help” link at the bottom, you can access a field to enter your destination number; it will populate in the emails sent to string. This is an easy way to copy and paste the whole “To” email address to your email window. To send a fax, your attachment must be in .pdf or .tiff format. Important if you manage carriers. Outbound fax calls are set with a "fax" flag and thus carriers that you want to be available for handling outbound fax calls must be configured with the "fax" flag. Caution, there is a "Require Flags" option which means that carrier will only handle calls with listed flags. This option you most likely do NOT want checked. If you see an error "no available resources" it is likely this flag is not configured on a carrier. Make sure to SAVE those changes! Once your changes have been saved, you should see a Fax icon displayed in your User Features field. Setting up a Fax Device in SmartPBX. In SmartPBX you can also add a physical fax machine to your account and manage its settings. Go to the Devices tab and select Add device. Select Fax Basic Settings tab Device Name The T38 mode your fax should be set at. NOTE: T38 is a protocol for older fax machines to pair with newer fax protocols. It converts traditional analog fax data (PSTN or T.30) to digital data format. Auto-detect will decide if the T-38 protocol is needed. This is helpful if you do not know whether the end device is analog or digital. Always force will automatically convert data to digital. Disabled means there will be no T-38 conversion. Enable (or not) a notification to the account manager if the fax becomes unregistered Assign a user. Advanced Settings tab Audio: If you are using a fax machine that also supports voice calls, you will want to set the codecs. You can get this information from your fax documentation. Restrictions Set outbound fax calling restrictions for Toll / Tollfree / International / Emergency, etc. Emergency Caller ID If the fax does not support voice calls, it’s unlikely you’ll need to set this. If it does, provide a local number that is at the same physical address as the machine. Once you have set up your physical fax device, it will display in your Devices list in SmartPBX. You can temporarily disable it here with the toggle. You can also update its settings by selecting the wrench icon. Additional Faxbox Settings in CallflowS While the Basic settings you define in SmartPBX are saved in Callflows, there are some more advanced faxbox settings available in the Callflows application commonly used as part of a callflow configuration. These are found in the Fax Boxes Advanced Tab. CallerID This adds some fields SMTP Permissions List This setting allows you to expand your permissions for outgoing fax domains. Custom SMTP Address By adding a custom SMTP address you can force the fax to be sent from an email address other than your user name or device name address. This is how you can set up a faxbox to be from a main email address. Options The Retries option sets how many attempts outgoing faxes should make before failing The Fax Timezone allows you to set a single time stamp on your outgoing faxes. Using Fax Manager to manage Fax Activity and documents The Fax Manager application is a portal to view and manage your fax activity, including: Check fax logs to verify success / failure of fax transmissions Search for fax attachments Manage an external storage system for faxes. This is useful for large volume faxes and can also be a requirement for HIPAA privacy considerations. When you select the Faxes application you should see an opening screen similar to this one: Inbound Faxes This is the default screen. If you select a faxbox from the dropdown you should see a list of the inbound fax activity. Outbound Faxes This will display the same interface, with a list of outbound fax activity. email to Fax logs This will display any outgoing email to fax attempts. To troubleshoot any failed attempts It will indicate how many faxboxes are recognized in your account and, using the dropdown allow you to review the activity in each faxbox. If you need to review the detailed log of events, select the eye icon to the right and you should see a full log of the call: Storing Faxes If you have set up an external storage service such as Google Drive or AWS Connector, an overview of its settings would be displayed here. For more information on how to set up a storage system, you can review this document. Frequently Asked Questions If you are having trouble sending faxes, please consider the following questions: What is the size of your fax attachments? (Current limits are set at 3mb) Are any other accounts/ faxboxes reporting similar issues? Approximately when was this first reported? Are the issues with both inbound and outbound faxes? Are the issues associated with a single number or all faxboxes? Are the outgoing attachments in .pdf or .tiff? Does retrying the fax generate the same error? If yes, have they tried sending with a different file attachment? Does the fax machine send an “end of Fax” signal? In isolated cases the system will consider this a “failed call” even if it receives the full message. Is there a maximum file size for sending faxes? Currently KAZOO limits attachments to 3mb, so it is best to keep your fax file under that. My Faxbox is missing its outbound smtp information OSticket # 260019813 I am getting a "Timed out waiting for the first message" notification when I try to fax. My fax setup is receiving faxes but not sending them. What should I look for? If you are using the Branding application for this account, check the setting in your branding configuration for "Realm Suffix." Make sure you have a complete xxxx.yyyy.com URL. Do you need to assign a codec to your fax machine? If your fax machine can also send and receive voice calls, you must assign a codec for the audio to work. Check the owner manual or the box to see which audio codec(s) it supports. Where are fax documents typically stored? If you use an external storage solution, and structure all of your outbound fax API requests to specifically only use your external storage solution, fax documents will not be stored anywhere on 2600hz systems. If an external storage solution is not utilized with the API calls for outbound faxes, or if a faxbox is used, copies of the documents being transmitted will be retained in the MODB, and we cannot guarantee secure deletion practices, even with using the API to submit DELETE requests, due to the nature of our database management systems. Do outbound faxes ever get stored in a 2600hz MODB, even when fax box is configured? Yes, the MODB is used to manage documents and metadata for logging and management purposes, as well as convenience to the user, specifically with faxbox usage and default API usage. If a fax is stored in the MODB and we send an API call to delete the outbound fax, is there a chance the fax is still retained in the 2600hz infrastructure in any backup of the MODB? Yes, this is an inherent possibility due to the nature of our database management processes. When using a third party storage system like Amazon's S3, what do we store on couch for faxes (incoming/outgoing)? We store from/to and fax statistics, not the document/content. When FreeSwitch processes a fax transmission, does it store the file in 'tmp' or does it just stream it from fax_file_proxy? These are stored in 'tmp'. If FreeSwitch does store the file in 'tmp', does it remove it after transmitting or does it rely on tmpwatch to do that? FreeSwitch removes the file after transmitting. Only the to/from and statistics metadata is stored in the database. The means of bypassing the MODB and document storage on our systems is via the API and the external storage solution I mentioned previously; this is the only means to be assured that no documents are stored anywhere on 2600hz systems. Here is more information in our documentation in this area: https://docs.2600hz.com/kazoo_dev/applications/fax/doc/README/#kazoo-fax-converter-and-attachment-storage-handling-and-configuration Link to documentation for how to set up external storage solutions for use with out platform: https://docs.2600hz.com/kazoo_dev/doc/blog/storage/ If I use the API Fax calls, does this automatically connect to the KAZOO faxboxes? If you use a direct API call, make sure your syntax for saving faxes is correct. An example is below: /accounts/:account_id/faxboxes/:faxbox_id/faxes/outbox If I use an external storage system, can I still view the logs for incoming and outgoing faxes in the Faxes app? if a faxbox were utilized, it changes the original proposed implementation from this request. To clarify, if you use an external storage solution, and structure all of your outbound fax API requests to specifically only use your external storage solution, fax documents will not be stored anywhere on 2600hz systems. If an external storage solution is not utilized with the API calls for outbound faxes, or if a faxbox is used, copies of the documents being transmitted will be retained in the MODB, and we cannot guarantee secure deletion practices, even with using the API to submit DELETE requests, due to the nature of our database management systems. ·Do outbound faxes ever get stored in a 2600hz MODB, even when fax box is configured? Yes, the MODB is used to manage documents and metadata for logging and management purposes, as well as convenience to the user, specifically with faxbox usage and default API usage. If a storage system is used, do you save any of the fax data in your database? We store from/to and fax transmission statistics, not the document/content. During the transmission process documents are stored in a temporary file then deleted when the transmission is complete. There is a way to bypass the database and document storage eintirely on our systems via the API; this is the only means to be assured that no documents are stored anywhere on 2600hz systems. Here is more information in our documentation in this area: Below are some links that further outline these considerations. Note, the 2600Hz support team does not provide support for these advanced features. https://docs.2600hz.com/kazoo_dev/applications/fax/doc/README/#kazoo-fax-converter-and-attachment-storage-handling-and-configuration https://docs.2600hz.com/kazoo_dev/doc/blog/storage/ Related Articles SmartPBX User Guide Callflows Reference Guide API References docs.2600hz.com Fax - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Faxes - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com/user-guides SmartPBX Faxbox docs.2600hz.com Call Detail Records - Kazoo API Reference REST API Reference for Kazoo Crossbar API Notes on fax-specific call records
  18. Overview The SmartPBX and Callflows applications in KAZOO access many of the same settings for users, devices, numbers, groups, and voicemails. Which application you use to manage these settings depends largely on the end result you are looking for. Notes: The first step is to set up your account using the Accounts Manager app. The notes below assume your initial settings have been configured and as an admin you want to refine/edit/update these. To help decide on what application to use when, refer to this document, Monster App Choices: When to use SmartPBX v. Callflows v. APIs Reference Grid Comparing Settings The reference grid below can be used as a companion document that summarizes what and where some of these settings live in ach application, and highlights some of the differences in access between the two. The colored text denotes the following: Blue Text = Available in SmartPBX but not Callflows Orange Text = Available in Callflows, not SmartPBX NOTE: The settings are saved to the same database regardless of where they are entered. In most cases if you change a setting in SmartPBX it will change in Callflows, and vice-versa. SmartPBX Callflows Account Settings Caller ID in Numbers below Blacklist managed in separate app. Music on Hold (Dashboard) Caller-ID Music on Hold, Main Number Preflow Outbound Flags, Dynamic | Static Numbers Numbers in Use & Spare Numbers Caller ID Outbound Name Caller ID Inbound Name (toggle on/off) e911 - set address and email Prepend SMS Services on/off MMS Services on/off Sync. – update to other apps. Spare Numbers Buy / Port / Sync. Set under Account Settings Internal | External Name and Number e911 Users Create User First / Last Name Main Ext. # must assign in SmartPBX to register comm.io Login email Create Voicebox Include in Directory Send emails to alternate address Send credentials to user Privilege - Admin or User Timezone Language Ringing Timeout Main Ext. # Caller ID Privacy User Features Caller-ID Number On | Off set display Call Forwarding On | Off | Failover leave VM on forwarded numbers = Require key press in Callflows Hot Desking On | Off | Pin | Multiple dev. Voicemail box On | Off | Transcribe | send to email | Delete | attach to email Faxbox On | Off | send to email Conference Bridge On | Off | room # | enable video Find Me/Follow Me On | Off | Distribute Music on Hold On | Off | Set | Upload Call Recording On | Off | Define personal inb/out/intern/extern |Acct. Default DND On | Off Add Device Add Extension Add Phone Number Basic First / Last Name email Privilege Voicemail to email Caller ID In-House | Outbound Name / Number Add Devices Caller ID Presence ID Caller ID Name/Number Inbound/Outbound Emergency Options Verified User Timezone Music on Hold Hide from Contact List Record this agent Call Forward Enable/Disable - Redirect to Failover (will forward anyway if no other options are available Bypass user’s phones Require Key press Requiring the key press is the mechanism that prevents the forwarded call from terminating in the forwarded number's voicemail box Keep original Caller ID Direct Calls only Password Mgt. Set new Hot Desking Enable | set ID PIN Stay logged in Displays Endpoint devices Restrictions Toll Free | Toll | Emergency | US | Carribean | International | Unknown. Devices shown each dialog Groups Create New | Name, Ext. multiple phone #s dialing repeats Features Call Recording: Enable | Disable Set URL / Format / Time Limit Ringback: Enable | Disable select / upload media Next Action if no-one answers to Menu, Group, User, Device Allow Call Forward group member can forward call to diff. device Caller ID Prepend Name / Number Create New Name / User / Device Main Number Set Main Account Number Caller ID | e911 | Prepend | Messaging | Sync Office Hours set 24hrs or Custom Define Mon - Sun uniquely Set office holidays Set Incoming Call Handling Open | Lunch | After Hours | Holidays Set Main Conference # Set Main Faxbox # Import / Download .csv Account Settings Caller ID Internal / External | e911 Blacklists Misc Music on hold Preflow Inbound / Outbound flags Menu Name / Prompt Record PIN Allow caller to dial extensions, select unique message Whitelist / Blacklist Regex Greeting edit/create / stream Redials | Timeouts for dialing or interdigit dials | set extension length Allow outside dialling Suppress playing invalid entry Time of Day - Holiday Name / Repeat / Start-Stop Enable trigger, based on time or force on/off Time of Day Sets - Select Rules Devices Add Device (details depend on device) Audio | Video | Restrictions | e911 | Miscellaneous Enable / Disable Device Edit Device Add Device Device Nickname Audio | Video | Restrictions | e911 | Miscellaneous VoIP phones can set internal/external ringtones and enable T.38 Notify when unregistered Voicemail Boxes Add Voicemail Box Name | Number | PIN Options Timezone Media extension to save in Require PIN AutoLogin Skip Greeting Skip Instructions Announce only Delete after notify Attach messages to email Transcribe message Configure via menu Recipients - who to email notification Greeting media Media – set / upload Temporary – set / upload Add Voicemail Box Name | Number | PIN Assign to an owner Messages - Unavailable | Temp. set as streaming Options Already setup require PIN AutoLogin Skip Greeting Skip Instructions Announce only Delete after notify Configure via menu enable Fast Forward and Rewind Sort by oldest msg. first Attach messages Transcribe messages Recipients Faxbox Set in Main Faxbox or User Settings Main Faxbox Inbound email User Faxbox Fax to email email to fax Rest is set in add Fax Device, or on actual fax machine. Create Faxbox Name | Assign to Notifications, Inbound | Outbound Caller ID Name and # Fax Header Fax Identity SMTP Permissions list Custom SMTP Address (allows for setting multiple faxboxes) # Retries Timezone Feature Codes Available Feature Codes Read only, set in Accounts Mgr. Feature Codes Can reset and turn off/on here Call Logs View logs per day, week, month, custom Access in SmartPBX Blacklist Access in Blacklist App Create Name Anonymous ON/OFF Add Number Activate in Account Settings Conference Access in Conferences App and/or set basic ID under User Settings set custom conference greeting Add Name | Assign | PIN Options Join Muted | Deaf Play Entry | Exit Tone Enable Video Conferences Assign Conference Server Numbers Directory Automatic, select options to add/hide from directory for each user/device Can download from Dashboard Add Name | Assign Users min / max letters/numbers to input for search Confirm match Sort by First / Last Name Media Available as setting under each device, user, etc. Add / Upload / Save messages enable streamable Text to Speech option Create or type text Choose voice Additional Resources SmartPBX User Guide Monster Apps Choices: When to use SmartPBX v. Callflows v. APIs Advanced Callflow configurations and setup API References docs.2600hz.com Callflows - Kazoo API Reference REST API Reference for Kazoo Crossbar API
  19. About Callflows Callflows is an application that exposes our APIs in a GUI format, enabling very complex and custom call routing plans when needed. It is used in addition to the SmartPBX app to supplement the basic call routing configurations available there. See the user stories below as examples: User Stories An account has multiple geographic locations and needs to create Unique office hours and holiday schedules Different language defaults Different answering notices depending on incoming call source and time of day A series of sub-menus and selections (press 1 for support, then 2 for apps and 3 for service issues) An account wants to set up multiple call center queues (for support and sales for example) An account wants to customize incoming call sequences based on unique variables, such as phone number, holidays, etc. An account wants to route incoming fax calls based on time of day or prepend number Before You Start Before you start to implement custom callflows, confirm your settings in SmartPBX. This will ensure you have the newest fields and settings configured for your account. In addition the Callflows application accesses and writes settings data that can affect many other applications. It is important the manager working with Callflows has a strong knowledge of how these applications work together and what ripple effects can occur when working with and changing these settings. Accessing Callflows Once your account is created in SmartPBX, go to the applications menu and select Callflows. If it’s not displayed, Try searching for it in the Search Apps field to your left. Select the App Exchange button, find Callflows there, and select it. Then use the toggle to enable it. If you still don’t see it, contact your system administrator. Your Callflows Dashboard The “home page” to the Callflows dashboard will look like this. The large Callflows selection brings you to the home screen where you can build a callflow. The smaller selections help define attributes for each “flow.” You can access them here, or when you select one of these actions, by picking Edit / Advanced options. Building a Callflow When you click on Callflows you will see a brief tutorial for creating a new process and to the left a list of existing callflows assigned to your account and the option to add a new one. It outlines the following steps: Add a Callflow (create new) Enter phone number / extension(s) tied to this process Drag your action into the diagram Save your changes A more detailed look at these steps is outlined below: Add a Callflow Select the Add callflow button in the left menu bar. You will see a “blank screen” waiting to be filled, and the Actions menu to the right. Click the black bar to assign a number to your callflow. NOTE: if you want to edit an existing callflow, select the edit pencil in the blue bar, upper right. Select either a phone number in your account (you can buy one also) an existing extension shown in the dropdown enter a new extension Your selection(s) will display in the black title bar and you are ready to add your actions! NOTES: Your callflow cannot be saved until you add at least one action. When first saved, your callflow will display its name as the first extension number you have entered. If you want to change the name, select the edit icon at the top right of the blue callflow bar. Enter a unique name, and decide if you want it displayed as a “contact” and in SmartPBX’s main number list options. Next, review the Actions shown on the right menu bar. NOTES: The Basic Menu, with the most popular actions is displayed and open by default. To view additional actions available click on the drop down arrow of the eight additional topics. For a complete listing of the Actions available in this menu and the parameters they request, see below. Drag the actions to your “palette” in the order you want the callflow to take. “Drop” it onto the last action you have identified, and it will connect below. Depending on the action you choose, you will need to enter additional information to a dialog box that will pop up. Some actions trigger dual dialog boxes to display, for example the “Menu” action allows you to enter several menu items. Make sure to save each dialog box entry! See notes above on how to name your callflow. To remove a block, click on the x at the top right. Sample Callflow Below is a sample that uses basic actions only. It provides a submenu set of options to go to a ring group, to a generic Support Voicemail box, or to a “home” voicemail box. Callflows Actions Available An overview of all the possible callflow actions that are available to use is below. NOTES: Many of the Settings and Advanced settings values can be defined in SmartPBX; those values will display here. If you change the settings in callflows as part of your configuration the changes will also appear in SmartPBX. Make sure your changes will not affect what has already been defined there (such as Time of Day and Holidays). Menu Action What it does Initial Settings Dialog Advanced Settings Dialogs (accessible from Callflows home page) Media Play an audio file such as a greeting Can create, upload, or Text to Speech files Can assign Persona for TTS voice Can set stream option Settings also available in SmartPBX Ring Group Assign Users, Devices, and Groups to a Ring Group Set ring strategy to concurrent or sequential Set Ringback destination Set number of times to ring members before ringback Conference Connect caller to a conference call Set conference name, extension, PIN #s, Join & Exit conference tones Enable Video Conferencing (added costs) User Connect a call to a User Define how many rings to try before moving on. set email notification for voicemails Inbound/outbound Caller ID Shows devices currently assigned Allows assigning new devices Full advanced menu Voicemail Direct a caller to leave a voicemail message. Assign mailbox Advanced settings for accessing voicemail: auto-login, voicemail usage options Menu Ask a caller to select a menu option or dial an extension Device Ring a cell phone, VoIP, or other device Distinctive Ring Sets distinctive ring for incoming call Callflow Transfers call to another saved callflow Page Group “Page” or Ring several VoIP or cell groups Set audio one or two-way Add users, devices or groups to list Set CAV Allows you to provide key variables as custom application variables Missed Call Alert Allows you to assign users receive email notification for unanswered inbound calls that do not result in a voicemail message. Enter a list of emails separated by commas, or select users from the list below. and SAVE! Manual Presence Text to Speech Allows you to enter a text that will be converted to speech. Select voice and language Sleep Set a pause before the next action Define length in seconds Language Assign a language Group Pickup set Group pickup feature to a user, a group, or a device Pivot enable a pivot routine (common uses are to access data from another source) Dynamically route calls based on external data as provided by a 3rd party server Receives Fax Sends a fax to a specific user Enable T.387 option for faxes on devices Accesses User Options to review fax settings Collect DTMF Enables the collection of a DTMF for following steps. Timeouts are measured in milliseconds Collection name is to store as a key. If empty default back end is used. Interdigit Timeout is how long to wait between entries Max digits defines how many to wait for Terminator key to enter when finished Timeout is how long to wait for first entry DISA Settings to allow outbound calls to be made from an external source as if it were coming from the business account. Time settings are in seconds. PIN enter the code for enabling DISA Retries set how many tries to enter the correct PIN Interdigit is the time allowed between digit entries Max Digits is the maximum amount of digits allowed to be dialed as the external #. Preconnect Audio is what the caller hears after entering # before connection Keep original Caller-ID If checked, the originating Caller ID will be preserved. Response Return a custom SIP error code for troubleshooting and/or for announcing error to caller. Any media added will be played when an error occurs. e.g. “that extension is no longer in service” Conference Service Transfer the caller to the conference call service, asks for conference # and PIN #. Check Voicemail Sets option to check a group or personal voicemail. Fax Boxes connects to fax box Global Carrier Route calls to the phone network through pre-configured service providers Common use is for fully hosted environment where reseller doesn’t have to use their own carriers. Account Carrier Route calls to the phone network through a configured SIP provider, Google Voice or a physical digital/analog line Directory Ask callers to enter the first 3 letters of the person they’re trying to reach. Assign specific directory; rules for # input; Sort options Webhook Trigger a webhook call at any level of the callflow to get “real time” info on the callflow behavior. Time of Day Actions Select a Timezone Enable Time of Day Rules Select a Time of Day “rule”, e.g. a specific holiday or holiday type. Disable Time of Day Rules Reset Time of Day Ring Group Toggle Allows caller to login and logout of ringroups dynamically Hot Desk Toggle Enable / Disable Hotdesking, and Toggle. DND Dynamic Caller ID Enables you to set your caller ID on your phone and it will read that. Prepend Caller ID Add some text in front of your caller ID Reset Prepend Resets all your prepended text before the Caller ID Call Recording Starts and stops Call Recording Frequently Asked Questions What is the difference between these two applications? They are the same. Advanced Callflows was introduced as a newer version of Callflows. The code has since been merged, and the name simplified. Mentions of Advanced Callflows are only due to legacy habits. Can one callflow call another callflow? Yes! One of the action buttons in the Basic menu is “Callflow” which lets you define an existing callflow to connect to. Is there a limit to the number of steps I can add to a callflow? No, however the more steps there are the more time will lapse as the steps progress. We recommend shorter Callflow configurations. This way each callflow can be reused as sub-flows for different instances. You will want to test the callflow once you’ve created it to make sure it isn’t too slow. I tried to create a callflow using our main number, and it says the number is already in use. How can you make a callflow for your main phone line?? (not using the SmartPBX, but by using the Advanced Callflow app). Advanced Callflows provides added flexibility in setting where your calls go based on the incoming call number or extension. If your number is showing "Already in Use", try the following: Look to see if SmartPBX automatically created a callflow from your main number when it was installed. Look for the "Used_by" attribute next to the number for a clue to its assignments Most people will create a new callflow with an extension to direct calls. If you do this, Make sure the checkbox on the menu screen is checked for "Allow caller to dial extensions." When you create the callflow, click on the bar at the top of the callflow name, with the little edit button Check the box that says "Make this callflow available to the Main Number" Return to SmartPBX and navigate tot he Main Number Incoming Call Routing option. You should see the new callflow option. I created an IVR call flow in SmartPBX and now want to edit that using some of the more advanced Callflows features. Where can I access the SmartPBX callflow? ”Callflows” developed in SmartPBX are currently not accessible within callflows. If you want to create a more detailed callflow than SmartPBX offers, you will need to create it from scratch in the Callflows app and point your SmartPBX (holiday hours greetings for example) to the callflow you create. Is there any way to manually override a Main Number callflow if, for example we want to hold an impromptu all-hands meeting for a quick half hour during the day? There are several suggestions for achieving this discussed in our community forum here. How can I set up a system where one option in my menu is to “repeat the menu options?” Earlier versions of KAZOO allowed you to point to the same callflow as an option. This however caused unfriendly infinite loops and has been disabled. The current best option is to create another callflow that points back to the original callflow (call it a loopback callflow) then reference the loopback in the original. How can I create a callflow using extension 0? The SmartPBX automatically creates the Main Callflow with extension 0; it is not configurable for other callflows. When I have a horizontal list of callflow options, what order does the callflow take? The callflow will process the options from Left to Right. If for example you have a Time of Day process and list Morning hours | Evening hours | Holidays the flow will not take advance to Holidays if the other flow options apply. We recommend putting your Holiday option first. Note also in this example, these values can be set in SmartPBX, and the precedence for holidays is already set. What happens if a caller doesn’t select an option in the menu system? By default the menu system is set to allow 3 “misdials” (or no entry) and will replay the menu after 10 seconds. To change these settings, go to the menu action, and select Advanced Options. You can manage the threshold for the amount of retries and the length of time between tries there. What does “Require Key Press” mean in the Advanced User menu? Requiring the key press is the mechanism that prevents the forwarded call from terminating in the forwarded number's voicemail box. It is the same trigger or setting as “Leave voicemail on forwarded numbers.” where by turning this off you enable an option for voicemail at a separate station. So, disabled “require key press” = leave voicemail on forwarded numbers”. When I set up my user profile in Callflows it does not associate a “Main Extension” to my user. How do I add one? The association for “main extension” to a user is a new field in SmartPBX and is not captured in Callflows. This can cause an error when setting up comm.io that says “Cannot read properties “Numbers” of undefined.” If you get this error message while setting up comm.io, follow these steps: Launch your SmartPBX application Click on Users tab in the left menu bar Find the name you want to use comm.io with. It will likely show "None" in the field. Add your extension and save your setting. Return to the comm.io setup and the error should be gone. Related Articles SmartPBX User Guide Setting up a Virtual Receptionist Advanced Callflow configurations and setup API References docs.2600hz.com Callflows - Kazoo API Reference REST API Reference for Kazoo Crossbar API ###
  20. Below is an overview of Caller ID features and functions and how is integrated within the KAZOO platform. User Stories A user wishes to see information about an incoming caller A user wishes to assign a unique name and/or phone number to outgoing calls based on the device or extension used. For example, if the extension is a mobile number, to set an outgoing “ID” to display as “XYZ Mobile.” An account wants to clarify when and how fees are assigned for Caller ID services. An account or user wants to assign a unique “prepending ID” to incoming calls based on its area code, or even its unique number. One example might be to prepend all incoming calls from a priority customer with “PRIORITY”. An account wants to filter out nefarious phone numbers based on its incoming caller ID. An Account has departments (such as sales, with a main support number). So customers don't have an internal number to call back directly, display the group’s main number and not the specific number of the associate. About Caller ID To an end user Caller ID typically is associated with the display of a number (and sometimes a name) identifying the source of an incoming call. Caller ID is a service offered by your phone provider; it is either included as part of a broader “plan” or (less often in current systems) it is provided as an added line item with a monthly stipend. To service providers Caller ID information is provided to the phone companies by independent databases who collect their data from phone contracts, directory assistance lists, and other means. For numbers outside of a company’s own data, (e.g. for Verizon to get a Sprint CallerID) they pay a fee for the data and attach the information to the call data. Recent fees have been a penny for each lookup (or call). Initially, this was a “line item add-on” for users, however more recently the fees they pay are passed on to the user are included as part of a larger package. Landline v. VoIP v. Cell Phone Caller ID In the world of landlines Caller ID Name is controlled by the receiving carrier. If a customer with an old-school landline receives a call, and subscribes to their local phone company's Caller ID Name service, the RECEIVING phone company will lookup the name of the caller in the LIDB system, which is like a national Caller ID database. This system costs money to insert entries into, and money to get them out of, so each time a call is received by the RECEIVING phone company, they have to actually pay a "dip" charge to lookup who the caller's name is. This is why this is a pay service. This is controlled by the LIDB. 2600Hz charges $5 to update this DB for your numbers. This has to be set in advance and allowed 48 hours to propagate and can't be changed on the fly or sent with the SIP packet. In the world of VoIP Caller ID Name is still controlled by the receiving carrier. In this case however if the receiving carrier is interconnected all the way through via a fully IP based network, then to save money some of them SKIP the lookup in the LIDB and instead use what is on the SIP packet. This is a choice they make. If they do this, it means that the LIDB setting will be ignored, and what you send in the IP packet is what they will use. And then there’s cell phones Cell phone carriers don't support any of this and use their own database, which is often a hodgepodge of data they've scraped off the white pages, the web and the LIDB (or sometimes they just don't offer Caller ID Name at all). Most cell phone carriers don't even show names on received calls from landlines or VoIP circuits. Caller ID Technical Terms The “Caller ID” term users associate with the name and number displayed on their phone or in their PBX system is one of many related terms associated with the Caller ID process. Below is a list of some of thse related terms: Caller ID (CID) Technically this term refers only to the number provided by the database service used, or (in the past), arbitrarily set by the user. In some cases the name is also included. Calling Name Presentation (CNAM) A service that adds the name associated with the phone number. Billing Number (BPN) This refers to the number associated with the billing name. Automatic Number Identification. (ANI) This is the originating number that has been assigned a physical address. It is used for e911 routing and identification and must be assigned for each account. Direct Inward Dial number (DID) This term is used within a PBX system. It refers to a range of phone numbers that are allocated to a specific PBX system, associated with one or more phone lines. When a call comes through a phone line to a PBX system, it then routes to an internal extension or “DID”. Line Identification Database (LIDB) This is a generic term for a variety of independent databases that store caller ID names tied to a specific number. When a service is looking for a number not in its local inventory it makes a call to one of these external services. Caller ID v. CNAME v. DID CNAME is the Name attached to the Provider service CallerID is the alias or added name and number applied to the CNAME DID is “Master Number” phone line provided by the telco company that is associated with a range of numbers it allocates to it in a PBX system. Caller ID and FCC Regulations Caller ID - Real and Spoofs In most PBX systems, and through other “hack” techniques, there are features that allow users to add a unique name and phone numbers to the caller ID field that overrides the real phone number in the callee’s display. This has increasingly been used for spam phone calls and robocalls - a caller will set an identity phone number that represents a local friend or family member to bypass human filtering. Over 25 Billion calls were tracked by the FCC in the first nine months of 2019. Caller ID SPAM Laws - STIR/SHAKEN The FCC has been adding new laws to help suppress these practices and protect the consumer from nefarious uses. The most recent law is to require service providers to use a suite of protocols called STIR/SHAKEN (short for Secure Telephone Identity Revisited and Secure Handling of Asserted information using toKENs). This law requires telephone providers to guarantee the Caller ID and ownership of all phone numbers they service using a token. The deadline for large carriers in the US to implement this is June 30, 2021. If the service providers are caught not certifying they are subject to a hefty fee. Caller ID Standards in KAZOO KAZOO allows for Caller ID to be set per device, user or entire account. Caller ID should be set on each user if they have a unique DID. In KAZOO, the following is an overview of 2600Hz standards for setting Caller-ID values. Caller ID data in SIP Headers Some networks and providers transmit the Caller ID data they know from their internal data in their softphone, or SIP packet data. This is a way to avoid using the independent databases, but may or may not be supported and retained by the receiving carrier and passed on to the receiver. 2600Hz does include the data it finds in your account related to caller ID in its SIP packet, and sends it “upstream” to the provider. Some providers forward this added data while others only forward the initial DID information. STIR/SHAKEN Support Historically, the strategy to filter spam and robocalls was through a reputation-based protocol. We had allowed personal additions to the outgoing caller ID field and implemented checks to catch spam and spoof activity. We are in the process of updating our protocols with token based certifications per the new law and expect to implement it to meet the FCC deadline. NOTE: Our implementation will only be certifiable with numbers purchased through 2600Hz. If you are a BYOC customer and acquire your numbers through a separate source, it is your responsibility to ensure your numbers are certified. Caller ID Preferences Caller ID can be set in multiple places, so it’s important to understand how you can send a Caller ID. When an outbound call is made from the system, KAZOO decides what Caller-ID to display in the following order: Check device first, then user, then account. Use whichever we find first. Some example use cases below: If Caller ID is set explicitly on the device, use it. This is useful if a single user has devices in two different locations If no Caller ID was set on the device (see #1), check if Caller ID is set on the user who owns the device. If so, use it. This allows a single user with multiple devices to have the same Caller-ID across all their devices, even if they change their device or utilize Hot-Desking to login and out of a device If No Caller ID was on the device (see #1) OR the user (see #2), check if the Caller ID is set on the account. If it is, use it. This allows a generic account “main number” to be used when #1 and #2 are not set. You can intentionally not set Caller ID on ANY user or device to always have EVERYONE’S caller ID show up the same way across the entire account, or use this feature as a “fall back” for phones that don’t have a direct dial number or don’t want their Caller ID to show up Sample Routing Diagram Below is an overview diagram of the routing of calls and the Caller ID Terms related Caller ID related Terms in Monster UI Dynamic Caller ID This is a separate app that enables (legal) spoofing. Emergency Caller ID Assigns number and physical location for Emergency 911 calls Faxbox Caller ID Assigns a name and number to a faxbox that gets printed on fax Hot Desking ID Assigns an ID to a device so it can be hot-desked to another device In-House ID ID for calls within an account, name and number/ext.? A user can indicate whether they see the original CallerID sent from the provider or an edited callerID assigned within the account. Sometimes this includes a pre-pended string added in a call queue or other setting as a way to filter incoming call. Inbound ID Enables viewing an incoming caller ID Outbound ID Sets your ID for outbound calls When KAZOO makes a call, it starts by using the assigned DID number, and then adds any personalizations it finds. It looks in this order: Device → User → Number → Account Prepend ID Inbound Assigns a text string to an inbound call based on its number (e.g. all calls from Spain, all calls from support, or a specific customer, etc) In KAZOO’s SmartPBX and Callflows applications there is an option to “prepend” a caller-ID, for both incoming and outgoing calls. This field is only used within the account, for internal reference. It is a helpful tool to identify calls to/from different departments, and calls to/from specific clients or services. Prepend ID Outbound Assigns a text string to an outbound call based on its number (e.g. all calls to Spain, all calls to support, or to a specific customer, etc) In KAZOO’s SmartPBX and Callflows applications there is an option to “prepend” a caller-ID, for both incoming and outgoing calls. This field is only used within the account, for internal reference. It is a helpful tool to identify calls to/from different departments, and calls to/from specific clients or services. Presence ID In callflows under device CallerID Preserve Caller ID Keeps the original CallerID when a call is forwarded for example, instead of using the more recent endpoint. Notes If you change the Caller ID for a DID in SmartPBX (for example if a new employee takes over an existing number) it can take up to 24 hours for the re-registration to take effect. When KAZOO makes a call with caller ID number, it first checks the SmartPBX setting and will use that. The receiving carrier decides whether they use the ID we have defined or the DID from a different directory (e.g. LIDB) Where to find Caller ID Settings in the Monster UI Applications Unless otherwise stated, if you add or change a setting in one application, it will be reflected in another (for example, changing your device Caller ID in SmartPBX will also change the setting in Callflows). Application Where to find the setting What it does Accounts Numbers Features Control Center User | Caller ID Privacy Sets privacy settings for User’s outgoing calls SmartPBX Numbers | Gear Settings - Caller ID Users | Gear Settings - Caller ID Groups | Caller ID Prepend Main Number | Gear Settings - Caller ID Devices | Wrench icon | Advanced Devices | Wrench icon | Advanced | Privacy Feature Codes | Feature Code Button Setting Sets outbound ID info for a specific number Enables inbound ID info to display on screen Assigns outbound ID Assigns CallerID Prepend to specific incoming # string. Sets outgoing Caller ID for Main Number Enables inbound ID to display on the screen. Keep ID preserves the ID attached to the User Caller ID Privacy determines what is displayed in outbound calls off-network. NOTE: This may vary depending on your device. View-only field set by the phone configuration in Provisioner. CallFlows Account Settings | Caller ID Account Settings | Feature Codes Device | Advanced Settings Faxbox | Caller ID User | Basic User | Advanced User | Hot Desking Sets the CallerID at the Account level / Main Number Sets the Emergency CallerID for the Main Number Sets Privacy Feature Code NOTE: Check with your device manufacturer for conflicts. Defines -- Presence ID -- In House Name and # -- Outbound Name and # -- Emergency Name and # Sets -- Fax box outgoing name -- Fax box outgoing phone Sets -- in house name and # -- outbound calls name and # Sets additional fields to above including -- Presence ID -- Emergency Name and # Sets # ID for Hot Desking In order to enable hot-desking from another device, a numeric number or # is required. Number Manager Spare Numbers & Numbers in Use | Gear Caller-ID Prepend Setup e911 Location Sets Outgoing Caller ID for Main Number Enables Inbound ID to display on the screen Accesses / Saves same data field as Smart PBX Text field appears before number when receiving a call. Used to better identify which # called when you use more than one. Assign a physical location to this number for e911 emergency services. Req’d for Kari’s Law Provisioner Defines if caller name or number should be displayed first in the device. Notes on Setting Caller ID in KAZOO KAZOO allows for Caller ID to be set per device, user or entire account. Caller ID should be set on each user if they have a unique DID. Caller ID doesn’t need to reflect anything related to the callflow being used or even the particular person making calls. It must simply be a valid Caller ID that can be presented to the person being called. If you have departments (such as sales, with a main support number) and you want to avoid customers calling back representatives directly, you should consider displaying the group’s main number and not the specific number of the associate. You must ensure Caller-ID is set correctly for the “Emergency Caller ID” on the account in order for 911 to work. A general account Caller ID should always be set, otherwise features may not work properly. Caller ID Priorities and Hierarchies When KAZOO makes an outbound call, it starts by using the assigned DID number, and then adds any personalizations it finds. It looks in this order: Device → User → Number → Account Caller ID can be set in multiple places, so it’s important to understand how you can send a Caller ID. When an outbound call is made from the system, we decide what Caller-ID to display in the following order: Check device first, then user, then account. Use whichever we find first. The use cases are as follows: If Caller ID is set explicitly on the device, use it. This is useful if a single user has devices in two different locations If no Caller ID was set on the device (see #1), check if Caller ID is set on the user who owns the device. If so, use it. This allows a single user with multiple devices to have the same Caller-ID across all their devices, even if they change their device or use Hot-Desking to log in and out of a device If No Caller ID was on the device (see #1) OR the user (see #2), check if the Caller ID is set on the account. If it is, use it. This allows a generic account “main number” to be used when #1 and #2 are not set. You can intentionally not set Caller ID on ANY user or device to always have EVERYONE’S caller ID show up the same way across the entire account, or use this feature as a “fall back” for phones that don’t have a direct dial number or don’t want their Caller ID to show up. FAQs: Troubleshooting Caller ID Issues If I have a caller ID set for my Bria phone, and a different one set in my user preferences in SmartPBX, which ID will be displayed when I make a call out? KAZOO will look to the ID attached to your device first, your user second, and the account last. In this case, if you set the CallerID for your device within KAZOO, the device ID will be the one transmitted. I want my caller ID to show a single value regardless if I use my cell phone, my Bria, or my softphone. The most simple solution for this is to only define your caller ID at the User level. Leave the device level fields blank, as KAZOO will look there first, and if nothing is found move up the chain to the user level. How can I set my account so that all outgoing calls show our Account name only, and not the name of the User or device? First, review the section above that describes different Caller ID lookup steps for landline, VoIP, and Cell phone registrations. If you have landlines in your account, set the LIDB and pay the $5 charge so landlines will receive a name that is mapped to a phone number Make sure, at minimum, there is a Caller ID Name set on the account-level and on the user-level for all of your users and accounts, and a Caller ID Number. Also ensure that whatever you set here also matches what you set in #1. Please note that what a receiving party chooses to display is their choice and not something we can control, but we do control what's in the SIP packet and the LIDB - which you can update in your GUI How can I control the outbound Caller ID? If you use SmartPBX the Users configuration controls the Caller ID Name and Number. Advanced Callflows allows you to manually edit the Caller ID Name and Number for device, user and account. Those are the only two things ever used to determine outbound Caller ID. The CNAM set on the number is never paid attention to. A third option to control outbound CallerIDs is to use the Dynamic Caller ID application. There is more information on that here. Can I update the CallerID information that is in the LIDB library? You can send a request to update the LIDB library from the Numbers application. Note that when making calls after you change the setting it make take up to 48 hours for the receiving end to see. your change. The timing depends on the status of various caches and the timing of your request within the carrier cycles. API Docs related to Caller ID docs.2600hz.com Accounts API - Kazoo API Reference REST API Reference for Kazoo Crossbar API Users - Kazoo API Reference REST API Reference for Kazoo Crossbar API Devices - Kazoo API Reference REST API Reference for Kazoo Crossbar API Phone Numbers API - Kazoo API Reference REST API Reference for Kazoo Crossbar API Hot or Not: *Call rating* - Kazoo API Reference REST API Reference for Kazoo Crossbar API Disa - Kazoo API Reference REST API Reference for Kazoo Crossbar API Check cid - Kazoo API Reference REST API Reference for Kazoo Crossbar API Callflow Dynamic CID - Kazoo API Reference REST API Reference for Kazoo Crossbar API Caller ID Privacy - Kazoo API Reference REST API Reference for Kazoo Crossbar API Caller ID Privacy - Kazoo API Reference REST API Reference for Kazoo Crossbar API
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    Come join our Product Focus Group Meeting - hosted by 2600Hz Product Team 11-12:30 Pacific Daylight Time Register using the link below https://attendee.gotowebinar.com/register/8844618183239542544 Proposed agenda We hope to include some straw polls to gauge your priorities... and of course we invite ideas and comments on any other topics at the end, Introductions System Configuration - What system configuration settings do you use/access? We're working on a solution to give Private Cloud and Global Infrastructure customers easier access to system configuration settings (for example, how long notifications are displayed, how long trial acconts last, text to speech settings, etc. We have some wireframes for updates we'd like your feedback on. SS certificate management: What's your pain points with this? How can we make it less painful? Holiday Management, revisited. Sneak Peek of Something Exciting!! 👀 Open Discussion / Food Fight. And ... remember to update our Product Roadmap ! make sure to REVIEW, ADD, and VOTE HERE for your personal priorities for updates in KAZOO.
  22. Please join our community by commenting on existing posts AND by creating new ones within one of the categories listed. Below is an overview of how to add new posts, and also some tips and tricks on formatting... Stage your text and open its window While you can create your post directly in the WYSIWYG editor, some find it easier to stage your submission in a local word processor or text editor first. Once it's ready open that window and move it to the side. Open the Community pages and Log in to your Community Account Make sure you are logged in to the community. Your ability to engage in forums is based on your credentials; partners can join and create additional forum posts reserved for them. Find your Community Forum page, HERE. Choose the Community Forum that seems to make the most sense for your topic. Look for the Post New Topic button. If you do not see it, your credentials need to be updated; you can try a different forum or ask support or your sales representative to update your account. Add information in the fields shown by the arrows below. Tags are optional, but really useful for searches. Write your information in directly using the WYSIWYG, or copy/paste your post. Review your entry! Here are some things you may want to update/edit once the posting is saved: Font size The typical font size used in the forums is 16 for easy reading. You can either set the font size before you paste and/or type or select all the text and change it once you're ready to post. Image Management: If the images do not carry over, copy/paste them manually or upload by selecting choose files next to the paperclip at the bottom. if the images look too big (or too small) double-click on them while in edit mode, and reset the size. 5-600 works well for main screens and 350 for popups. If you resize make sure “keep original aspect ratio” is checked. If you wish to remove an image, note that deleting may only move it to the bottom of the entry and as a very large image! To solve this, you can: Simply resize the unwanted image (see above) at the bottom to a small 5 x 5 pixels. Permanently delete the image from your profile menu -- select "My Attachments" and delete that image there. You will see a broken image icon in your post, you can then delete that permanently. Links If you include links within your text, it's a best practice to set your link so it opens in a new window. To do this, highlight the link text, click on it, and select the tab that says Target. Then select "New Window" and select OK to save. SAVE !! If you want to edit your post now or later, choose the Edit command at the bottom of the posting, then select "Submit Topic," a fancy word for saving.
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    WooHoo! 2600Hz is a Gold Sponsor to this event -- NOTE: All times are Central European Times Register HERE On March 17th, 2600Hz COO and Co-Founder Patrick Sullivan will take the main stage to present "Staying Ahead in a Competitive Market" — a keynote presentation in which he will share how Service Providers can differentiate their offering and will discuss the importance of integrations, automations, and customizations in creating growth opportunities. Sullivan will also participate in the panel discussion "Innovation in the Roaring 20's" where he will provide insight into what developments the industry should be expecting and what impact they will have on Service Providers.
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    A chance to learn from the masters of Erlang ... Enjoy three half-days of real-world, practical applications of Erlang, Elexir, and the Beam, all within the context of high-performance and massively-scalable distributed systems. Code BEAM V America will be held at Pacific Standard Time (PST) to suit attendees on both the US West and East Coast. As always community and social interaction will be at the core of the event to enable everyone to connect and interact to share the same experience as with our physical conferences. View the program and buy tickets here: https://codesync.global/conferences/code-beam-v-america-2021/
  25. User Story A user wants to add an extension to its personal settings. Overview Users can be assigned multiple extensions. This can be helpful to track the source of calls, for example if a user is part of a sales channel as well as an internal channel. These settings are best defined and managed in SmartPBX. Add Multiple Extensions in SmartPBX To add an extension to a User Name, Select Users from the side menu in the SmartPBX dashboard. Click in the Extension field area next to the User name. Select Add an extension and enter the new number. Select Save Changes. You will see a new icon display in the extension field indicating more than one extension has been assigned. Frequently Asked Questions Is there a maximum amount of extensions I can add to a specific user? Technically, no – however it may be a bit of a tracking and management challenge to have more than a few. What are some use cases for multiple extensions? At times a user may want to dedicate an extension to a specific type of incoming call, such as support, and/or have the flexibility to forward only one extension to a different device, such as a home or personal device.
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