6. NIA FrontDesk
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Welcome!
This documentation will help you to optimise the use of the Admin Portal.
Subject to alterations
Version 3 / 03/2026 (EN)
| Type | Icon/Character | Description |
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WARNING |  | NOTE: Information that is useful but not critical to the reader.
CAUTION: Tells the reader to proceed with caution.
WARNING: Stronger than CAUTION; means "don't do this" or that this step could be irreversible, e.g., result in permanent data loss. |
| TIP |
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| Procedure | 1. 2. 3. | Procedures are numbered steps to perform an action, where the order of the steps is relevant. |
| Result of procedure/action | ⇒ | Indicates the result of an action//procedure. |
| Lists | • • | Used for listings and items where the order of steps is irrelevant. |
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To use the Administration Portal, you have to log in with your NFON X powered by Telekom username and password. These are the same credentials you would use at https://nfon.telekom.net.
Enter your username (your email) and password (which have been provided to you by NFON).
Click Sign in.
⇒ Once logged in, you will see the Tenant configuration page.
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After you have logged in / selected a tenant to edit, you will see the following:
Main menu on the left
Selected setting in the middle (depending on the menu item you have selected in the menu on the lef)
User-specific information (when clicking on your username or icon)
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There are 5 sections in the menu on the left (in this example; this may vary depending on your contract, permissions, configuration etc.):
Tenant (General, Contractual)
Configuration (Devices, Announcements, Inbound Blocklist Profiles, Trunks, Contacts, DDIs and Provisioning IP Allowlisting)
Extensions (Phones and eFaxes)
Services (Time Controls, Groups, Skills, Queues, IVRs and Conferences)
Sites (Mobile and Customer)
You can search in the menu in the search field at the top.
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Most menus have similar options. You can:
Add a new entry
Search for an entry
Import or export a CSV file
Select how many entries you want to have on the page
Delete, clone, edit an entry or copy it to a clipboard
When editing an entry, you can:
Click on a stepper or use a scroll bar to quickly navigate to a specific section
Hide/show sections and quicklist
See the quicklist
When editing one or multiple entries, a quicklist opens on the right. You can:
Switch between items
Change the position of the items per drag-and-drop
Close items (please note that by closing an item you will exit the edit mode)
Clicking on your username or avatar, you can:
Access user profile
Open the access scope selection dialogue (if you can access multiple access scopes)
Open shortcuts
Log out
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Under Tenant, there are two main sections of configuration:
General
Contractual (Subscriptions & Limits)
General
Under General, you get the first information about the account:
Name | Name of the tenant (read-only) It is defined when the tenant is created and cannot be changed. |
Support password | Password the technical contact has to provide when contacting the Support Team to identify they have access rights to the account. It is defined when the tenant is created but can be changed at a later date. |
Email of the tenant's technical contact or team (read-only) It is defined when the account is created and cannot be changed. | |
Phone number | Mobile phone number of the tenant's technical contact or team This field can be left blank or filled at a later date. |
Pilot mode
Under Pilot mode, you can read the disclaimer of what you are activating. When activating the pilot mode, you receive access to features that have not been rolled out yet.
In this section, you can:
activate pilot mode
deactivate pilot mode
Call handling
Call handling allows you to enable various key features for the account:
Length of trunk identification number | Selects the maximum number of DID ranges (trunks) that can be configured on this customer account. It can be set to one, two, three or four digits, i.e. up to 10 trunks (0–9), 100 trunks (0–99), 1000 trunks (0–999) and 10000 trunks (0–9999). For instance, if you set the length to one digit, the customer will only be able to have up to 10 (trunks) on their account. This setting will also be used for outbound trunk configuration in Phone Extensions. |
Enable intercom | Allows the device to be used as an intercom. Activating this setting only allows this feature to be configured later under Extensions. |
Use speed dial | Activates/deactivates the use of speed dial. With speed dial, you can dial 2 followed by a number to select an entry of a pre-defined speed dial list. You can then set a speed dial length. This is the digit length of the speed dial codes for the customer. This can either be 1, 2, 3 or 4 digits. For example, by selecting a speed dial length of "2", up to 100 speed dials (00–99) can be added to the phone system, which can then be used by dialling 2+speed dial. By default, speed dial length is set to 9 which means that the feature is disabled. Please note that there is no msection in the Administration Portal to manage and maintain the list of speed dials. Speed dials must be uploaded as a .csv file. This option is available under Contacts and Extensions. When clicking on Import CSV, you can either import a file or download a template. |
Dial with prefix | By default, this feature is enabled, and you cannot change it in the K account. Please note that in most European countries, Health & Safety legislation requires employers to ensure that emergency services can be called from any business phones by dialling 999 or 112, without having to enter an external line prefix to make the call. |
Callback on busy/not available | Activates/deactivates callback on busy/not available. It only applies to internal calls and must be activated for a phone extension as well. |
Use project number | Activates/deactivates the use of project number and sets the project number length. This feature allows to record and charge call expenses according to, for example, customers, using project numbers. You will need to enter the project number before making an external call, e.g. *9 + project number + phone number. |
Play announcement before entering a conference | Activates a default announcement before entering a conference room. |
Snom: transfer on hangup | Specific feature for snom devices. You can select between mixed, on and off. When set to on, it will transfer a call to another target upon hanging up. |
Enable click-to-dial | Allows you to place calls directly from the user app, e.g. PC or mobile client, to be picked up with a desktop phone. |
Network handling
Under Network handling, you have the following options:
Disable T.38 for fax | Activates/deactivates to globally disable the T.38 fax protocol for all inbound and outbound calls, including the eFax service. Faxes will be transmitted using G.711 (audio) only. |
Alternative SIP port | Activates/deactivates using a non-default port setting for SIP, which can help avoid firewall problems. |
SIP transport protocol | Allows defining over which transport protocol devices/apps on this site communicate. Please note that in most cases, TLS is a chargeable feature charged per device. Please note that if this setting is reset, all end-user certified devices will reboot.
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Provision site VLAN settings | Activates/deactivates the connection of deskphones to a business VLAN network. |
Device handling
Under Device handling, you have the following options:
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Password-protect phone web interface | Security feature for desktop phones which activates/deactivates protection of the configuration set up during provisioning. Password protection will prevent changes made by end users, which may disable the device or impact required settings. |
Disable PC / data port | Locks the PC / data port at the back of the phone, so that the built-in switch bridge is disabled. By default, this option is disabled. When enabled, end users won't be able to use the phone as a network bridge to connect their computer to the network. When disabled, end users will be able to use the phone as a network bridge to connect their computer to the network. |
Softphone device creation password | When you first install a softphone, you are required to enter this password during the setup process to authorise the installation. You have to change this password, as the default password is unknown. |
Integration
Under Integration, you can see whether CTI is activated or deactivated on the tenant (read-only). To enable it on a target, this setting must be configured later under Extensions.
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Voicemails
Under Voicemails, you have the following options:
Minimum length of voicemail PIN (toggle) | Activates the possibility to set an individual minimum length of the voicemail PIN different from the operator's default value of 6 |
Minimum length of voicemail PIN (digits) | Selects any length between 4 and 32 digits from the drop-down menu |
Maximum length of voicemail PIN (toggle) | Activates the possibility to set an individual maximum length of the voicemail PIN different from the operator's default value of 8 |
Maximum length of voicemail PIN (digits) | Selects any length between 4 and 32 digits from the drop-down menu |
Transcribe voicemails (AI) | Activates automatic voicemail transcription Active by default for all extensions. Please note that if you want to deactivate this setting for a specific extension, you have to do it under Extensions > Phone extensions, see Voicemail. Please be aware that if this setting is deactivated, it is not possible to activate it individually for a specific extension. |
Geographical settings
Under Geographical settings, you have the following options:
Time zone | The time zone settings are inherited from the operator, distributor or white-label reseller.
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Add direct call emergency numbers | Sets direct call emergency numbers. |
Call recording
Under Call recording, you can activate Deutsche Telekom's ad-hoc call recording feature that records calls upon user request (on-demand recording). Dial *1 to start or end recording.
Please note that
these recordings are not permanent and are emailed to the user afterwards in either .mp3 or .wav format (according to the audio format you have selected)
this setting is not related to permanent call recording (recording all calls for a phone extension).
With Inform at the start of a call recording, you can configure who should be notified that the call is about to be recorded using the drop-down box.
Please note that in some countries, there are legal requirements for all parties to be formally notified that a call is about to be recorded.
Should you activate Inform at the start of a call recording, you need to upload an announcement that will be played each time a user dials *1.
Contractual: General
Depending on the contract, with some customer accounts you will see Contractual (Subscriptions & Limits) section consisting of two tabs, General and Subscriptions. Both sections are read-only and serve for visibility. These sections are pre-configured.
Under General, you can see
maximum number of phone extensions that can be created on the tenant
maximum number of eFax extensions that can be created on the tenant
whether Coaching is enabled/disabled
whether Nmonitoring Queues is enabled/disabled
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Contractual: Subscriptions
Under Subscriptions, you can see
which paid subscriptions are active on the tenant
how many subscriptions are in use
total number of subscriptions
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Under Sites, there are two main sections of configuration:
Mobile site
For customer account
Under each section, you can see a list of all sites configured for the customer.
Sites are used in devices and trunks (DID / DDI ranges) configuration. All devices and trunks must be attached to a site.
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IMPORTANT
Make sure that sites are configured correctly before starting to configure extensions, devices or services.
Changing site settings will most likely initiate a reboot of all devices configured against the site!
NOTE
Note that phone extensions are not linked to site settings, however, devices attached to phone extensions are!
Phone extensions will use the trunk / DID range settings when making outbound calls, except when making a call to emergency services. In this instance, the telephone system will use the site address to provide location information to the emergency services.
Before configuring sites
Before configuring the sites, make sure that
all the customer sites are listed in the Administration Portal.
sites are added into the portal by Deutsche Telekom customer services, as the address details must be properly validated. This is mainly because site configuration is used when a call is made to the emergency services.
It's the responsibility of the customer and the reseller / partner to ensure that all sites are configured properly.
NOTE
Note that if a site address is removed from the Admin Portal, each device associated with it will have its site set to blank. This can cause issues, so be careful when requesting these changes.
If a site is missing or address details are incorrect, please contact Deutsche Telekom customer services, who will add new sites or change details for you.
Site configuration is used for routing calls to the emergency services. Check that the address details for all sites are correct and contact Deutsche Telekom if this is not the case.
General
When a customer account is created by Deutsche Telekom , the first site created is always the mobile site. The mobile site is used to associate devices such as the Deutsche Telekom Mobile client, which by definition are roaming.
Please remember that the first and default site that is created is always a mobile site and you cannot change the details or country of this site.
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Sites: Geographical settings
Under Geographical settings, you have the following options:
Public space use | Reduces the function range of the telephone handset. Typically, the following functions will be disabled when the Public space use option has been selected:
Please note that
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Automatic hot-desking | Applies to softphones and allows to log into different workstation devices rather than be assigned to a specific location. When you log into a different softphone, it automatically becomes your primary device. This feature is similar to Remove other softphone devices when logging into a softphone under Extensions. The difference is that automatic hot-desking does not log out other softphones when set at the site level. |
Dial prefix | Please note that in the UK and Ireland, this setting needs to be changed from 0 to 9. Most other countries use 0 to get an outside line. Please note that Deutsche Telekom softphone clients, Skype for Business and Deutsche Telekom mobile applications do not require an outside line prefix, as this will be added automatically. Desk phones, however, do. This is mainly because some desk phones are incapable of holding complex dial rules settings, and it would be impractical for end users to have a different experience depending on the desk phone model they are using. |
Language | Can be inherited from tenant configuration. In this case, select Default. |
Time zone | Can be inherited from tenant configuration. In this case, select Inherit tenant configuration. The time zone setting will be used by devices that are configured against the site and will ensure that the phone display and the call history logs show the correct time information. |
Sites: SIP
Under SIP, you have the following options:
SIP transport protocol | It is similar to what is available under Tenant > General. However, this setting can be overwritten on a per-site basis, if required. You have the option to inherit the SIP settings from those you configured under Tenant, or you can overwrite these settings by selecting UDP or TLS. Please note that the TCP option will also be shown if it has been globally configured by Deutsche Telekom. Please note that
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Codec profile | Changes the codec profile between Standard and HD codec. External calls will most likely fall back to standard codec (G.711) as their default, as not all PSTN carriers support high definition. It is advised that you keep it as Standard G.711. Please note that Deutsche Telekom only supports the following codecs:
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Enable reinvite | Read-only and not configurable at a customer level, and can only be changed by a reseller, distributor or Deutsche Telekom Support. Keeps internal calls in the local (company) network. |
NAT | Read-only and not configurable at a customer level, and can only be changed by a reseller, distributor or Deutsche Telekom Support. Please note that most phones will need NAT (Network Address Translation) enabled to function properly. |
Sites: Network
Under Network, you have the following options:
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Port speed | Defines the port speed of desktop phones. Auto_Sensing is the default setting and can be changed to Full_100M if required. |
NTP server | Defines the time server used to adjust the time on devices. |
Syslog monitoring
Syslog monitoring allows customers to collect traffic data against devices which Support teams can use later for troubleshooting. Note that this is only applicable for physical devices.
Under Syslog monitoring, you have the following options:
Level | Defines the monitoring level. You can select between Off, Detailed, Minimal and Moderate depending on your monitoring needs. |
Server | Internal/external IP address/hostname of a syslog server to collect logfiles. Please note that
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Until | Sets the end date for collecting logfiles. This prevents the server from being filled with potentially large data files, in particular, when the level is set to Detailed. |
uaCSTA
uaCSTA configuration is used by some of Deutsche Telekom CTI products.
Under uaCSTA, you have the following options:
Server | Hostname or IP address of the uaCSTA server. |
Port | Defines the port (number between 1 and 65535). |
Protocol | Selects the protocol used to connect to the uaCSTA server. You can select between TCP, UDP and TLS. |
Password | Defines the password used to connect to the uaCSTA server. |
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Trunks
The trunks list will show you all available trunks or number ranges that are available on the customer account.
Please note that it is not possible to add a trunk as they are predefined at the time of the contract.
Under Trunks, you have the following options:
Trunk | Read-only |
Trunk identification number | Can be used by end users to make outbound calls and display inbound calls to/from a non-default trunk Please note that changing this number may affect end users. Therefore, we recommend informing end users before changing a trunk identification number. |
Drop extension | Assigns a drop extension (from a drop-down menu) We recommend configuring a drop extension for all trunks. To understand why the drop extension is important, you need to understand what happens when an inbound call is made to a DDI that is not currently configured with a destination. If a call is received for a DDI which is not configured as an inbound number on any target, the Deutsche Telekom telephone system will return a "NOT FOUND" message to the upstream carrier. In most cases, this translates to the caller getting the following message from their telephone provider: "The number you have called is not recognised. Please check the number and try again". This often leads to unnecessary support calls, as the customer thinks that something is not working or that there is a fault in their telephone system. This can be avoided by ensuring that all calls to all of the customer DDIs are properly routed by configuring a drop extension. The drop extension is often the customer's main number (e.g. phone extension for reception/switchboard). It could also be configured to play an automated message (IVR), informing the caller that the number they have dialled is not currently in service. |
Inbound blocklist profile | Assigns blocklist profiles (from a drop-down menu) A blocklist profile enables the creation of rules to block incoming calls. This feature only applies to external, not internal calls. |
DDIs
The DDI list shows all DDI numbers configured in the customer account individually and their current destination, or target.
Under DDIs, you can change a DDI destination by editing an entry and then selecting an existing target as a destination.
This can be very useful and a time saver if you've imported extension configuration into the portal from a CSV file, as inbound numbers (DDI) cannot be imported using this method. If an extension is configured with a DDI against it, the change will be reflected under DDIs.
The DDI list will also allow you to look for spare DDI numbers in a customer account.
Voicemail service
The voicemail service allows users to connect to the voicemail system to retrieve their voicemail messages while being outside the office.
If configured on a DDI, users can dial this DDI number and will be connected to the voicemail system.
From there, they will be prompted to enter their extension number and then their voicemail PIN.
Note that this is not required if someone uses a softphone or Deutsche Telekom mobile app, as they will be able to retrieve their voicemail messages by calling the voicemail system on *791.
Devices types
At Deutsche Telekom, there are two main categories of devices:
certified devices
any other SIP devices, or unprovisioned SIP devices
Note
Please note that if a device is not listed under certified devices, or if you have manually configured it, Deutsche Telekom will not support it. Devices like that are referred to as unprovisioned SIP devices.
Provisioning
Provisioning is the process of automatically and remotely configuring a device without having to directly interact with it on-site. This feature is only available for devices that are certified by Deutsche Telekom.
The provisioning process includes:
authorisation (checking that the device is configured on a customer account)
firmware management (upgrading / downgrading the device firmware, if required)
pushing configuration to the device:
SIP settings (e.g. SIP proxy server, voice encryption)
device configuration (e.g. dial plan options)
line and phone display information
additional features
soft keys configuration (e.g. voicemail button, XML menus)
function keys (e.g. speed dials, Busy Lamp Field)
refreshing the configuration on a regular basis or when a change has occurred (e.g. a user has logged into the device)
Types of provisioning
zero-touch provisioning
auto provisioning
Please note that devices that are not provisioned and are configured manually are referred to as unprovisioned SIP devices.
Zero-touch provisioning
Devices that support zero-touch provisioning just configure themselves, straight out of the box, without any human intervention, as long as they have been added to the Deutsche Telekom Admin Portal in advance. This is the most common type of provisioning available for Deutsche Telekom-certified devices.
The process is as follows:
Order the phone from Deutsche Telekom
Get it delivered straight from a distributor
Get the device out of the box
Plug the device into a network with internet access
⇒ The device configures itself and is ready to use.
In other words, zero-touch provisioning is plug-and-play.
Auto provisioning
Some Deutsche Telekom-certified devices don't quite support zero-touch provisioning. In this case, the devices need to be manually configured.
The process is as follows:
Order the phone from Deutsche Telekom
Get it delivered straight from a distributor
Get the device out of the box
Plug the device into a network with internet access
Log in to the device web interface
Set the provisioning address to Deutsche Telekom
⇒ The device reboots and starts configuring itself, and is ready to use.
Please note that both zero-touch provisioning and auto provisioning use two-factor authentication.
Overview
There are various editing options once a device has been added and saved in the Admin Portal. In this section, you can see all the devices that have been configured in the telephone system.
In this view, you can:
Add a new entry
Select one, several or all entries
Edit, activate, delete or edit an entry or copy it to a clipboard
Export a CSV file
Refresh the table
Select how many entries you want to have on the page
In this table, you can see and filter according to:
The device status (registration information)
Whether the device has been activated / deactivated
The device type, e.g. snom, Yealink, Zebra
MAC/ID of the device
Extension the device has been assigned to
Site the device has been assigned to
Date the device has been created
General
In this section, you will learn how to install and configure a new device as well as get an overview of each configurable feature within devices.
Please note that the process described below relates to certified devices. Adding unprovisioned devices is slightly different and will be described at the end of this section.
1. Click Add device.
2. Select a brand and model (e.g. Yealink T53W).
⇒ A configuration section will open.
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3. Enter a MAC address.
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Important
If you get an "Already in use" error message when adding a device, this means that a device with the same MAC address has already been added to the Admin Portal. Make sure to check whether you have transferred the device from another customer or the device has been added to your own account for testing.
Important
When transferring devices from another communication provider:
If the device has already been registered with the alternative provider, you will get an error message when the device will try to download the configuration details from the redirection server. The alternative provider needs to make sure they have deleted (and unblocked) the device from the manufacturer's server as well as their portal.
4. Choose a firmware version.
The most recent version is selected automatically.
5. Set if the trunk ID is visible/not visible on incoming calls.
Please note that it is possible to inherit options which have been configured under Sites. It is also possible to overrite the site settings on this device.
6. Activate HTTPS for phone web user interface to use HTTPS.
Please note that this feature is only available for Snom, Yealink, Polycom, Cisco/Linksys and Spectralink devices.
7. Define which site the device is assigned to.
It is paramount to select a site, as it allows to inherit site settings, which is crucial for emergency calls.
8. Activate to inherit site configuration.
If you untick this option, you will be able to configure your own settings for this device, e.g. geographical or network settings.
For more information on Geographical settings, SIP, Network, Syslog monitoring and uaCSTa, see Sites.
Important
Assigning a device to a site is crucial.
Other than getting the site default configuration settings, the site information is also used by the Deutsche Telekom cloud telephone system when a user makes a call to an emergency service number. That means that the telephone system will use the site address to provide location information to the emergency services
Make sure that all devices are configured to the right address and that if a device is moved to another site, its configuration will need to be amended to reflect this change.
Roaming devices (devices that are rarely at the same location) should be configured against the mobile site.
Network settings for devices
If you want to enable VLAN tagging, make sure that Provision site VLAN settings is activated under the Tenant configuration. If this setting is not activated under Tenant, the feature will not function as intended.
Ringtone
Under Ringtones, on devices that support the feature, you can configure ringtones for:
External numbers (a ringtone for when the device receives an external call)
Internal numbers (a ringtone for when the device receives an internal call)
Group, queue or skill services (a ringtone for when the device receives a call via a group or queue /skill service)
You can either set them to mute or select one of the ringtones from the drop-down menu.
Note
Please note that it is not possible to configure ringtones on all devices for at least one of the following reasons:
The device doesn't support distinctive ringtones
The device manufacturer has not provided a way to configure distinctive ringtones via provisioning
The manufacturer has recently added support for distinctive ringtones, and Deutsche Telekom is still working on making the feature available to customers
Adding an unprovisioned SIP device
The process of adding an unprovisioned SIP device is very similar to that of a certified device, with the following differences:
The selected device type is always Unprovisioned SIP device.
The MAC address must be unique, yet it can be customised for identification, e.g. the brand and/or model.
You cannot set the firmware version.
Once the device is created, it is not possible to edit it, however, you can activate / deactivate and delete the device from the portal.
Assigning a device to an extension
Adding a device to the portal doesn't automatically assign it to an existing extension. Newly added devices are unassigned. Manually assigning a device to an extension must be done from the extension configuration screen.
A majority of Deutsche Telekom-certified devices support hot-desking (i.e. users can log in and out of the device using the Deutsche Telekom XML menu), which means that it is often faster to train users on how to log on and off using the XML menu, rather than having to go around looking for which phone needs to be assigned to which extension.
Note that not all Deutsche Telekom-certified devices support hot-desking. This is often due to the device not supporting external XML menus. In this case, the device will need to be manually assigned to an extension by an administrator.
Unprovisioned SIP devices will also need to be manually assigned to an extension. Users will never be able to log in or out of these devices. This is one more reason to avoid using unprovisioned devices.
Authentication
When editing a device after it has been created and added to the Admin Portal, you will have more options than when adding a new device.
For the majority of certified devices, Authentication will be the only additional configuration option available.
Under Authentication, you can:
See the activation status of the device
See the Authentication PIN (The PIN is entered on the device as part of the two-factor authentication. It is randomly generated and used during provisioning; for more information, see Provisioning IP Allowlisting)
Disable the token check (for 30 minutes). This allows the device to be allowed-listed for 30 minutes for resetting and reprovisioning, without the need to enter the PIN.
Reset / Re-enable (voice) authentication on the device. When this option is ticked, it will set the status from "successful" to "needed". This option is used if you want to block a device remotely, but not to remove it from the Admin Portal, or to troubleshoot authentication.
DHCP
There is an additional configuration option available for DECT devices, DHCP (Dynamic Host Configuration Protocol).
Please note that this feature is typical for older devices and might not be available for every DECT device.
Under DHCP, you can set individual network settings which are device and customer-specific. These include IP address, Network mask, Default gateway, Primary and Secondary DNS and MTU (Maximum Transmission Unit).
Deleting an existing device
To delete a device from the Admin Portal, you have to deactivate it first. Please note that after deactivation:
Devices that have been deactivated won't be able to make or receive new calls
Active calls won't be dropped.
To permanently delete a device, click on the Delete icon. Please note that after deletion all active calls ill be dropped.
Important
You should be cautious if the device you're deactivating is still assigned to a phone extension.
It is highly recommended to unassign devices from extensions before deactivating them.
Important
Please note that it is not possible to edit the MAC address of an existing device. If the MAC address of an existing device is incorrect, you will have to delete and then add the device again to the Admin Portal.
Adding a softphone
Once you have installed and configured a softphone or a mobile client, they are automatically added to the portal.
The installation process for a softphone is done from the end-user computer.
To install a softphone:
Go to https://my.nfon.telekom.net/en/service/downloads.
Select a relevant softphone client, i.e. for Windows or MAC OS.Download the installer.
Install the application on your PC. Please note that you need administrator rights to be able to do so.
Register the softphone using your credentials (your K account user name and device creation password).
There are two versions of Nsoftphone for Windows: Standard and Premium. You can select the version you require during the installation process. Please note that, unlike the Standard version, the Premium one is never included in any license.
Please note that the Nsoftphone Standard is non-terminal-server compatible. It can, however, be used on a Virtual Desktop Infrastructure (VDI).
Adding a mobile client
The installation process of a mobile client is very similar to that of a softphone.
To install a mobile app:
Go to Play Store or to the iOS App Store.
Search for NFON X powered by Telekom mobile.
Follow the app installation process.
Register the app using your credentials.
Important
When installing a mobile app, please note that
The NFON X powered by Telekom Mobile app cannot be used without a SIM card
A valid mobile phone number is required when adding an NFON X powered by Telekom mobile device into the Admin Portal
Should a dummy number be entered into the portal, NFON X powered by Telekom support reserves the right to delete the device without prior notice.
Important
When a call to the emergency services is made from the NFON X powered by Telekom mobile app, the application will automatically hand over the call to the mobile carrier. This means that the call will not go through the NFON X powered by Telekom telephone system.
Please note that
Calls to emergency services numbers ignore permission and preferred outbound trunk configuration.
When a call is made to an emergency services phone number, the system will ignore the extension permission, as well as the preferred outbound trunk configuration.
The telephone system will instead use the site information of the device that is used to make the call to present the relevant CLI to the emergency services.
However, note that only calls to emergency services rely on the device being configured to the correct site. For all other calls, the decision to allow or deny the call to go through will be based on the outbound trunk being used.
When the NFON X powered by Telekom telephone system is unable to contact an NFON X powered by Telekom mobile app over data, calls will be automatically forwarded to the GSM number registered in the Admin Portal.
Number formatting
It is important to use correct international number formatting to avoid configuration issues during device provisioning.
E.164 is the international telephone numbering format that ensures that each device has a globally unique number. This is what allows phone calls and text messages to be correctly routed to individual phones in different countries.
E.164 numbers are formatted [+] [country code] [subscriber number including area code] and can have a maximum of fifteen digits.
Here are some examples:
+491522881739
+442079461000
+331990089726
Please note that
E.164 numbers don't contain any special characters
E.164 numbers don't contain the country long distance dial code (0)
The NFON X powered by Telekom configuration system and Admin Portal use a number formatting which is a derivation of the Microsoft number formatting. A further segmentation of numbers is created to define number ranges within a SIP trunk before defining what individual DDI numbers are.
For example, in a number +4420794601(00–19), the SIP trunk contains 20 individual DDI numbers (00–19).
Provisioning IP Allowlisting
In this section, you will find information about Provisioning IP Allowlisting. This configuration option specifically refers to physical devices.
When a device, e.g. a desktop phone, is initially plugged into the network, it contacts the manufacturer's redirection service over an IP address. To be directed to the Deutsche Telekom provisioning service, it will register on the Deutsche Telekom platform and download the relevant phone configuration.
With multi-factor authentication, however, the device will attempt to allowlist, or authorise the IP address it is contacting to register and start provisioning. Deutsche Telekom uses multi-factor authentication for security on its platform. For example, a Yealink deskphone, when plugged in, will ask for a PIN before it can be registered and provisioned.
If a device has been added to the account but has not been plugged in yet, you can configure authentication settings for the device provisioning, see Authentication. You will need to enter a PIN (which is a randomly generated PIN) on the device during multi-factor authentication. Only after you have entered the PIN will the device be registered and provisioned.
Provisioning IP Allowlisting makes it possible to set whether an IP address is temporarily or permanently allowlisted, so that devices will not need to authenticate.
Under Configuration > Provisioning IP Allowlisting, you can see a list of entries which have already been configured.
In this section, you can see:
which IP address the device will register with during provisioning
whether the IP address is temporarily or permanently allowlisted
the date the IP address is allowlisted until
the description that has been added for the IP address.
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Adding a new IP allowlist entry
To add a new IP allowlist entry:
Click Add IP allowlist entry.
Select whether the allowlisting is Temporary or Permanent. Please note that Temporary is a default setting.
If you have selected Temporary in Step 2, set an end date for the allowlisting.
Add a description (typically, a name) for the whitelisting.
Click Save or Save and create new.
Overview
In this section, you will learn about phone extensions and eFax extensions.
Overview
Phone extensions are targets. They are the most important of all the target types that are supported by the Deutsche Telekom telephone system and only one of two targets that can make calls to external destinations.
Under Extensions > Phones, you can see a list of all phone extensions that have been configured for the tenant.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete or edit an entry or copy it to a clipboard (you can also edit an entry by double-clicking on it)
Import a CSV file
Export a CSV file
Select how many entries you want to have on the page
Search for a phone extension
Important
Before deleting a target, make sure to check if any other target is referencing it, for example, an eFax, IVR or a skill service, as it will change the configuration of the latter.
General
Under General, you have the following options:
Display name | Assigns a name to the extension Mandatory field (for every target type), can be up to 50 characters. The display name is not only used in the Admin portal. It’s also used in the following areas:
Bear in mind that it might not be practical to set the display name to something too long that would not fit in the restricted space that is available on the display of telephone handsets. |
Extension (internal number) | Assigns an internal extension number. It is a short number that an end user dials to make internal calls to colleagues or services. While present on all target types, it’s a mandatory field only on phone extension. Extension numbers are assigned to targets and not to a person or a device. In turn, a phone extension target will be assigned to one or more devices. The extension number length can be anything between 1 and 20 digits, although we would recommend a maximum of 6 digits. The extension number must be exclusively comprised of digits between 0 and 9. Note that *(star) and # (hash) are not allowed, as these are used for special code dialling. Please note that an extension number cannot start with 0 (zero) or be 0. This is because 0 is the default external dialling prefix (or 9 in the UK and Ireland, where 9 is used as the external dialling prefix). |
Email address | Adds a valid email address (optional field). The email address assigned to the extension is used for:
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Important
Please make sure that you enter a valid email address, as the system does not recognise whether it a valid address, only that it is correctly formatted.
External numbers/DDI
External numbers or DDIs (also known as inbound numbers) allow external callers to reach the phone extension directly without the need to be transferred by an operator or receptionist.
Under External numbers/DDI, you have the following options:
Preferred outbound trunk (toggle) | Activates/deactivates the option to set the preferred outbound trunk for outgoing calls |
Preferred outbound trunk | Selects the default trunk (default outside line) for outgoing calls Ideally, the selected outbound trunk should match one of the inbound numbers configured for this extension. |
Number signalling (CLIP/CLIR) | Selects the caller information displayed to the other party:
You can change your CLIR/CLIP settings using:
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Add configuration | Assigns one or more DDIs (inbound numbers)
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Important
Please note that calls to emergency numbers ignore permission and preferred outbound trunk configuration. The system will use the site information of the device instead. For this reason, make sure that the device is configured to the correct site.
Devices
You can assign one or more devices to a phone extension.
Please note that
You can only assign devices to a phone extension
The maximum number of devices you can assign to a phone extension varies depending on the license / subscription type that is configured in the customer account. For example, some licences / subscriptions will only allow for one device to be assigned to a phone extension, while others will allow for up to 3 or even up to 9 devices.
The license / subscription type for phone extensions applies to the whole account and not to individual extensions.
You don’t have to assign a device when configuring a phone extension because:
The phone extension will never be used on a device and its only purpose is to forward calls somewhere else
End users will use the hot-desking feature and will log in and out of devices using the XML menus
Under Devices, you have the following options:
Add devices | Adds one or more devices to the phone extension Please note that if there is only one device assigned to the extension, it will automatically become the primary device for this extension. |
Remove other softphone devices when logging into a softphone | Unassigns all other softphones already assigned to the phone extension When this option is enabled, it means that upon logging into a softphone device, all other softphones already assigned to the phone extension will be automatically unassigned. This option is very useful when end users share PCs, and to avoid a phone extension reaching the maximum number of devices allowed by the license/subscription, just because end users are not properly logging out of their softphones. |
When assinging a device to a phone extension, please note that
Only devices that aren’t already assigned to a phone extension will appear in the list
You can filter the list by entering a part of the device ID or the MAC address
When adding the first device to a phone extension, it will automatically become the extension primary device
The list will show all unassigned devices, including devices that have been deactivated. If you select a device that has been deactivated and this device is also the primary device, calls to this phone extension will fail
Primary devices
The primary device indicates which device is the primary device for the phone extension.
The primary device is used by some target types, such as queue or skill services, to know which of the end-user devices should be rung when a call comes in. Please note that by default, for incoming internal and external calls directly to the extension, all of the devices that are attached to it will ring, not just the primary device.
Devices that have been deactivated should be removed from phone extension configuration.
End users can select the primary device for their phone extension by:
Dialling star code from the phone they want to set as the primary device
Using the XML menu on a device (if supported)
Geographical settings
Under Geographical settings, you have the following options:
Dial prefix | Selects the external line prefix that end users need to dial when making external calls You can select between
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Language | Selects the language The default language is always set to German, and this can be changed based on your requirements. You can also change the language in
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Time zone | Selects the time zone You can inherit the time zone configuration from the tenant configuration or select a different time zone from the drop-down list. The time zone information is used for two purposes:
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Use TPS for outbound calls | Only available for the UK Only enabled on the C account, not the K account level |
Country for emergency calls (only applies to mobile site devices) | Only applicable to mobile sites In the example here, there are only two options: Automatic and GB. This is because there is only one mobile site configured on this tenant (see Sites), and the country is set to GB. If a tenant has several mobile sites in different countries, they all appear in the drop-down list. If you select the Automatic option, the system will derive the country from the default outbound trunk. In our example, there is only one trunk (hence it is the default outbound trunk), the geographical settings of which derive from the mobile site, which is set to GB. |
Voicemail
In this section, you will learn how to configure the phone extension voicemail.
Please note that
All phone extensions have a voicemail box and it isn’t possible to fully deactivate it
You cannot have a voicemail box without having a phone extension
Phone extension is the only target that can have a voicemail box
The maximum duration of a single voicemail message is 180 seconds
Voicemail messages can be stored for up to 30 days, after which the system will automatically delete them.
Under Voicemail, you have the following options:
PIN | Voicemail PIN; only accepts numerical values, min. 4 characters Please note that all phone extensions must have a PIN and if you do not change it, it will be randomly assigned to you. The default PIN is random. Therefore, make sure to set your PIN and remember it, as there is no “Forgot PIN” function available in the system. The PIN length depends on the minimum and maximum length settings configured under Tenant. The voicemail PIN is used for more than just accessing voicemail. It’s also used to:
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Announce caller ID | Activates/deactivates announcing the phone number (caller ID) of the person who has left a voicemail message on the phone extension mailbox This is only used when the end user calls the voicemail system to retrieve voice messages. This setting can be changed in:
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Announce date and time | Activates/deactivates announcing date and time the voicemail message was recorded and left on the phone extension mailbox This is only used when the end user calls the voicemail system to retrieve voice messages. This setting can be changed in:
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Send via email | Automatically sends an email with a recorded message attached as a WAV. file Please note that for this setting to work, you have to have added a valid email address under General. Please note that this setting can also be changed in the NFON X powered by Telekom apps. |
Delete after sending | Only active if Send via email has been activated Deletes the voicemail message from the system inbox once the email with the recorded message has been sent Please note that the messages will be permanently deleted. Please note that this setting can also be changed in the NFON X powered by Telekom apps. |
Display voicemail transcription | Activates/deactivates automatic voicemail transcription for this extension Please note that this setting can only be active if voicemail transcription has been activated for all the extensions of the tenant under Tenant > General > Voicemails, see Voicemails, Geographical settings and Call recording. If voicemail transcription has been activated at the tenant level, yet you do not want this particular extension to have it, you can deactivate it here. |
Individual voicemail greetings | Allow you to customise the inbox messages for an inbound caller to the extension For any of the four options to work, you need to upload an audio file with a maximum size of 7 MB in the MP3 or WAV format. There are four inbox message types available:
Voicemail greetings are optional. If no greeting is recorded, the voicemail system will automatically play a standard message using the extension number information instead of the recorded name. |
Important
Please note that a voicemail box can store up to a maximum of 100 messages. When this limit is reached, the user will be notified by email that their mailbox is full.
Please note that voicemail messages of less than 2 seconds are likely to be automatically deleted by the voicemail system.
Call forwarding
Under Call forwarding, there are two main sections:
General settings
Profiles and rules
General settings
Under General settings, you have the following options:
Signalled number on external call forwarding | Selects which phone number should be presented to the party that the incoming call is being transferred to There are three options to choose from:
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Profiles and rules
In this section, you will get an overview of how to create a call forwarding profile.
Please note that a default call forwarding profile is automatically created for each new phone extension. You cannot rename this profile or change its star code from 0.
Adding a new call forwarding profile
To add a new call forwarding profile:
Click Add profile.
Add a Profile name.
You can freely name the profile.Assign a number between 1 and 9 to the profile.
Please note that this number is important because it will be used to activate the profile by dialling a star code from any device attached to the phone extension.
Please note that you can change this number at a later date.Click Confirm settings.
To activate a new call forwarding profile:
Toggle it on.
Please note that only one profile can be active at any time.
Call forwarding profile rule sets
Within each call forwarding profile, you can configure a set of rules.
The system automatically configures a set of rules named Any which covers all call types. You can edit these rules and configure options for Always, Busy, No answer and Not registered.
To add a new set of rules:
Click Add rule.
Select a Source type, for example, Anonymous calls (if you do not want to receive anonymous calls).
There are four source types: All internal calls, Anonymous calls, Specific internal calls and Specific external calls.Go to the Rules tab.
Activate one of the four rules (in the example, Always).
Select an action for incoming calls.
There are 5 action options: Busy, Hang up, Own voicemail, Forward to target and Forward to external number.
In the example, you want your extension to hang up if you receive anonymous calls, so you select Hang up.Click Confirm settings.
⇒ You will now see two sets of rules under one profile. You can collapse and expand the sets of rules.
Note
Please note that there is only one set of rules available for the default call forwarding profile and that you cannot add further rules to it. However, you can edit the default set of rules.
Tip
Please note that you can add up to 9 call forwarding profiles of your own. Each of these profiles can have at least five different sets of rules.
The system automatically creates a rule set which applies to all inbound calls, and you can add a set of rule for each of the inbound call sources.
Source types
The individual call forwarding rules work the same way. However, sources work differently, depending on the source type:
All internal calls: Applies to all inbound calls from an internal number to this extension
Anonymous: Applies to all inbound calls (internal and external) to this extension
Specific internal calls: Allows to select a single internal extension and specify what happens if you receive calls from this extension. For example, you can set all calls to hang up if you receive calls from this extension.
Specific external calls: Allows to select a specific area code and specify what happens. Please note that you cannot specify a specific number, only a number that starts with a specific area code.
Note
Please note that you can only add one rule for internal and anonymous calls. You can add more than one rule for specific internal and external rules.
Call forwarding types
There are four types of call forwarding profiles:
Always: Forwards calls to this phone extension to another destination. If activated, overrites all other call forwarding rules.
If this option is disabled, calls will be sent to all devices that are currently assigned to your phone extension. Devices that are set to DND won't ring.
If No action is set as the destination and the rule is toggled on, then the system will behave as if the rule were deactivated.Busy: Forwards calls to this phone extension to another destination if your extension is in use and has reached the maximum number of concurrent calls
For the extension to be considered busy, one the following conditions would have to be met:The end user is already on a call and call waiting is disabled on the phone extension configuration
Call waiting is enabled on the phone extension and the end user has already reached the maximum number of concurrent calls, which is currently set to 5
If none of this criteria is met, the Busy call forwarding rule will not apply.
If No action is set as the destination and the rule is toggled on, then the system will behave as if the rule were deactivated.
No answer: Forwards calls when the call is not answered and the timeout has been reached
We recommend configuring the timeout (in seconds). The default timeout value is 20. You can configure any value between 15 and 59 seconds. Please note that if the value is set to 0, the call forwarding will be disabled.
Please note that if all the devices assigned to the phone extension are set to DND, the system will aply the No answer call forwarding profile.
If this option is disabled, the system will return "Request Terminated" or "Temporarily Unavailable" SIP response to the caller.Not registered: Forwards calls if all devices that are associated with this phone extension are not registered (not contactable) or if their registration has expired
A device is considered not registered if it is no longer reachable by the telephone system.
Action types
There are five types of actions:
No Action
This option means that the call forwarding is disabled and the telephone system won't attempt any further action.Busy
This option makes the PABX return a busy signal to the caller. This option forces the telephone system to return a busy SIP response. If the call is already connected, for example. when the call has been transferred, then the telephone system will play a busy tone for 10 seconds and then disconnect the call, returning a busy SIP reason for the call termination.Hang Up
This option instructs the system to respond with a SIP message type of "Declined".Own Voicemail
This option forwards calls to this phone extension own voicemail.Forward to target
This option forwards calls to any type of target, for example, configured contacts and internal extensions. You can search the drop-down list by name or extension number.Forward to external number
This option forwards calls to an external destination. Make sure that the extension is configured to allow external numbers in call forwarding. Make sure that the number the call is forwarded to includes the external line prefix, otherwise the call will fail.
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Contractual & Billing
Under Contractual & Billing, you have the following options:
CTI | Sets what type of CTI the extension has access to Please note that this has to be enabled under Tenant. There are the following options:
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Cost centre | Assigns a cost centre to the extension; max. length is 50 characters This option is useful for accounting purposes as it allows costs to be assigned to departments and cost centres. Please note that the cost centre is not the same as the project code. |
Extension is a call centre agent (NMonitoring Queues) | Activates/deactivates monitoring this extension in NMonitoring Queues Only visible if NMonitoring Queues is included in the tenant contract.
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Allow recording (direct calls) | Selects if the user can record a call via a star code Please note that this option is only available for direct calls and not queues, skill services etc. There are the following options:
The recordings will be sent to the configured email address. |
Permissions
Under Permissions, you have the following options:
Calling profile | Sets outbound call permissions There are four options:
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Allow to access contacts | Activates/deactivates permission to access contacts under the tenant |
Enable intercom | Activates/deactivates the intercom function on this phone extension When activated, other extensions can dial this extension in the intercom mode. The intercom mode means that only the primary device of this extension will be called. Please note that devices that do not support this feature will ring until a call is manually answered. |
Allow Ncontrol login | Activates/deactivates the usage of Ncontrol This setting allows you to overwrite the default setting configured on this tenant. |
Enable Click-to-Dial | Configures Click-to-Dial There are three options:
This setting allows you to overwrite the default setting configured on this tenant. |
Request voicemail PIN for external calls | Activates/deactivates the request of the voicemail PIN input Please note that not all devices support this feature. |
Enable callback on busy/not available | Activates/deactivates callback on busy/not available Please note that this option is only available for internal calls. |
Tip
Please note that all external calls are also matched against a list of barred prefixes and phone numbers. These are mainly prefixes that are extremely expensive or phone numbers that have been reported as part of a scam or fraud.
Deutsche Telekom also uses various mechanisms to check for potential fraud. For example, the system automatically changes the permission to intern if the extension makes over 25 euros worth of calls within 60 minutes. Please note that this restriction can only be changed by the administrator of the portal.
Call configuration
Under Call configuration, you have the following options:
Number guessing | Defines how many digits you need to enter before the device starts to display matching numbers from the call history Only available for desktop phones. There are three options:
This setting can be changed using the XML menu on the desktop phone. |
Auto-dial timeout | Sets a delay in seconds before the call is automatically initiated after the number has been entered, but you did not press the send or call button Only available for desktop phones. There are five options:
This setting can be changed using the XML menu on the desktop phone. |
Return call after failed transfer | Sets the timeout in seconds after which a transferred call that has not been answered is returned to the extension that has transferred the call This setting is deactivated by default. |
Call waiting indication | Activates/deactivates call waiting indication for this extension When deactivated, and the extension is in a call, new incoming calls will follow the Busy call forwarding configuration. When activated, you will be informed that another call is waiting. If this second call is unanswered, it will follow the Not available call forwarding configuration. |
Use different extension number for internal calls | Activates/deactivates the use of another target's extension number as the extension number for internal calls |
Parallel ringing | Activates/deactivates parallel ringing This option can be used to call another phone extension, external number or a contact simultaneously when a call comes in. |
Hide phone extension in contacts | Activates/deactivates the option to hide the extension in the directory |
Voice recording | Activates/deactivates voice recording Please note that this setting is separate from the standard or on-demand voice recording feature. This recording option is available if you have a subscription or add-on, e.g. Neorecording. |
Skills
In this section, you will get an overview of how to make an extension a member of a skill service. Skills are described in detail under Skills.
Under Skills, you have the following options:
Add skill | Adds the extension to a skill service Please note that a phone extension can be a member of multiple skill services. |
Active | Activates/deactivates the extension in the skill service |
Skill levels | Sets the skill level of the extension in each skill service it is a member. |
Logged in as agent for skill set | Activates/deactivates the option to log in to this phone extension to the skill set |
Function keys
Function keys refer to the physical buttons on devices, e.g. desktop phones. # and * are examples of function keys.
The number and type of function keys depend on the device type.
In this section, you will get an overview of how to add a function key and the different types of function keys.
Click Add function keys to have the following options:
Key | Specifies which physical button the key is assigned to Please note that if you already have function keys configured, the system will suggest the next available number here. |
Type | Selects the function key type There are five options available:
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Target | Enters the function code for the function key |
Name | Sets a name for the function key that will be shown on the device Bear in mind that the space on the device to display a key name might be limited. |
Overview
In this section, you will get an overview of the configuration settings for an eFax extension.
An eFax is a virtual fax where conventional faxes are received by the telephony system and then forwarded to a pre-configured email address as an attachment.
eFax is listed as an extension, not as a service. eFax is the second and last extension type in the Deutsche Telekom cloud telephony system and the only other target type that can make outbound calls.
An eFax extension also allows end users to send faxes. Please note that it’s also possible to send faxes using a special printer driver that is compatible with the Deutsche Telekom cloud telephony system eFax subsystem.
Under Extensions > eFaxes, you can see a list of all eFax extensions that have been configured for the tenant.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete or edit an entry or copy it to a clipboard (you can also edit an entry by double-clicking on it)
Import a CSV file
Export a CSV file
Select how many entries you want to have on the page
Search for an eFax extension
Note
Please note that the configuration of an eFax extension is very similar to that of a phone extension. For this reason, the following sections will only cover the settings that have not been previously described under Phone extensions.
General
Please note that the same rules and guidance apply here as for phone extensions, unless specified otherwise.
Under General, you have the following options:
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Display name | Assigns a name to the extension Mandatory field (for every target type), can be up to 50 characters. |
Extension (internal number) | Assigns an internal extension number. Unlike for phone extensions, this field is not mandatory for an eFax extension and can be left blank. |
External numbers/DDI
You can configure one or more inbound numbers for an eFax extension as well as outbound numbers.
Please note that the same rules and guidance apply here as for phone extensions, see External numbers (DDI).
Geographical settings
Please note that the same rules and guidance apply here as for phone extensions, see Geographical settings.
Please make sure that the language and the time zone on an eFax extension are set appropriately.
We recommend keeping the Dial prefix set to Default. If set to any other value, the extension might not be able to send eFaxes externally.
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Fax server login
In this section, you will get an overview of how to subscribe to this eFax extension.
Login and Server are greyed out and you cannot change them.
You will, however, need to set a PIN, which will be used to subscribe to this eFax extension from the NFON X powered by Telekom apps. This is a mandatory field. For end users to be able to use an eFax extension to send faxes, they will need to subscribe to it. To do so, they need to know the fax login and its PIN.
Please note that the login details will change upon saving a new eFax extension. Therefore, we recommend setting the PIN to something simple and easy for team members to remember, as these details will be shared amongst users. The rules around the minimum and maximum length for the PIN are identical to the ones already covered in the phone extension section.
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Configuration
This section is very similar to what has been described for phone extensions. All of these settings are required to configure the extension for calling externally.
Please note that the same rules and guidance apply for Calling profile and Cost centre as for phone extensions.
Other options are:
Email address | Assigns an email address An email address is required on all eFax extensions. This is the email the fax server will forward the faxes it has received to. Often this is a shared address or an email distribution list. Make sure that the email address needs to be able to receive emails from external sources. |
Custom header text | Adds a text to the fax header, which appears at the top of each page when sending a fax |
Delete after sent | Activates/deactivates the deletion of an eFax from the fax server after it has been forwarded via email Please note that if this option is activated, the faxes will be permanently deleted from the server. |
T.30 tax identifier | Sets the fax identification shown on the recipient's fax display if it supports the T.30 standard The maximum length for this field is 30 characters. If this field is left blank, the outbound caller line identification for this eFax extension will be used. |
Content coming soon.
Under Services, you will learn about managing the following services:
Conference service
Group service
Queue service
Skill service
IVR service
Time control service
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Overview
In this section, you will learn how to configure a conference service.
A conference service is a virtual conference room that allows up to 50 participants to join a conference concurrently. The Deutsche Telekom conference service is based on the meet-me concept: The “room” doesn’t need to be booked, no one has to wait in order to be added to the conference and the conference stays up even after the last participant has left the room.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete or edit an entry or copy it to a clipboard (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Search for a conference
TIP
You have the option of cloning a conference if you want to duplicate the conference with the same or similar settings.
Important
Please note that
It is not currently possible to elevate a participant to become a host. So, if needed, the user will need to hang up and dial in again using the host PIN to join the conference
A conference cannot make outbound calls, only extensions can (phone or eFax)
When a host adds a participant to a conference, they will use their extension to make the outbound call and call charges will be recorded against that user extension.
General
Under General, you have the following options:
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Display name | Assigns a name to the conference. Mandatory field, can be up to 50 characters. The same rules apply as in Section Phone extensions. |
Extension | Assigns an internal extension number. Please note that assigning an extension number is not mandatory, so this field can be left blank. Bear in mind that the extension number is also the conference room number. If you decide to assign an extension number, bear in mind that the same rules apply as in Section Phone extensions. |
External numbers
Under External numbers, you have the following options:
Add configuration | Assigns one or more DDIs (inbound numbers) to the conference service For more information, see External numbers (DDI). |
Conference options
Under Conference options, you have the following options:
Language | Selects the language for the conference service. Please note that the default language is set to German. |
Play music | Activates/deactivates the option to play music if there is only one participant present |
Participant options
Participant and host options are very similar. However, participants have a limited set of options compared to moderators.
Under Participant options, you have the following:
Participant PIN | Sets a PIN to join the meeting. Please note that the PIN is autogenerated and unique for each conference. |
Signal join/leave | Plays the acoustic signal to other participants when a participant joins or leaves the conference. |
Announce join/leave | Asks new participants for their names. The names of new participants are then announced to the participants when they join or leave the conference. |
Announce count | Informs about the number of people that are already connected to the conference room. The announcement takes place after entering the PIN, but before being connected to the conference. |
Permanently muted | Mutes all participants; only the host can talk. |
Host options
Since the participant and host options are very similar, the ones already described under Participant options will not be further explored in this section.
Under Host options, you have the following options unique to the hosts:
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Wait for host | When activated, locks all communication until a host joins the conference. |
End on host leave | When activated, ends the conference when the last host leaves. Bear in mind that if a host has joined the conference from their mobile phone and the connection is lost, the conference call will end and all the participants will be disconnected. |
Overview
In this section, you will learn how to configure a group service.
A group service is the first of three services that enable you to distribute calls to a group of phone extensions, the other two being the queue and skill services.
A group service can have up to two purposes:
It can be a ring group
It can be a pick-up group.
At the very least, it will be a ring group, even if you haven’t configured an extension number or an inbound number for it. This is because, it’s always possible to dial a service target using a function code.
A ring group will ring all extensions that are a member of the group at the same time. It will also ring all devices that are associated to these extensions, so use this with caution. Furthermore, if the phone extensions configured in the ring group have call waiting enabled, the ring group will present calls to these extensions as well.
Please note that ring groups are not affected by the call forwarding settings on phone extensions that are a member of the group. This means that if one of the extensions was set up with a call forwarding always to voicemail, for example, it will ignore it and still make the devices associated with this extension ring, unless the devices on that extension are all on DND.
Please note that on the Deutsche Telekom cloud telephone system, a phone extension can be a member of more than one ring group.
A pick-up group allows users to pick up a call that is ringing on another phone extension that is part of the same group. This includes calls that are coming via the ACD (queue or skill services).
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete or edit an entry or copy it to a clipboard (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Search for a group
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You have the option of cloning a group if you want to duplicate the group with the same or similar settings.
General
Under General, you have the following options:
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Display name | Assigns a name to the group. Mandatory field, can be up to 50 characters. The same rules apply as in Section Phone extensions. |
Extension | Assigns an internal extension number. Please note that assigning an extension number is not mandatory, so this field can be left blank. If you decide to assign an extension number, please bear in mind that the same rules and guidance apply here as for phone extensions, see Phone extensions. |
Pick-up group | Activates/deactivates the option for group members to answer their co-workers' calls. When enabled, the group service will be a pick-up group as well as a ring group. Members of the group will be able to pick up calls for other phone extensions within that group, either using a function key or function code (star code 3 or 3 + extension number). |
External numbers
Under External numbers, you can add one or more DDIs (inbound numbers) to the group service.
Please note that the same rules and guidance apply here as for phone extensions, see External numbers (DDI).
Group members
In this section, you can configure phone extensions that are part of the group service.
Under Group members, you can add or delete group members.
Important
Please note that
- You can only select phone extensions to be part of the group
- Group members can only be managed via the Admin Portal: End users cannot add or remove themselves from the group using star codes, XML Menus or the NFON X powered by Telekom apps.
Options
Under Options, you have the following:
Redirect after timeout | Activates/deactivates redirecting a call after a specified timeout; optional setting. The default value is 15. The timeout delay is used to specify how long, in seconds, the telephone system will make the phone extensions that are members of that group ring. Most telephone handsets are configured with a hard timeout setting, upon which the phone will give up and reject the call (stop ringing). Note that this value depends on the handset manufacturer, so there is no guarantee that all phones will ring for the same length of time if you use different device manufacturers and models. Bear in mind that, unlike other services, the ring group won’t try to deliver calls to the phone extensions again. It will only try once and give up. |
Timeout (seconds) | Sets a timeout for the group after which the call is redirected. |
Action on timeout | Selects an automatic action on timeout from a drop-down list The options are
The action on timeout will be used when:
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Target | Selects a redirection target from a drop-down list. Please note that you can redirect the call either to a phone extension or its voicemail. Please note that you can only select an existing target from the drop-down list, and you won’t be able to set the destination to an external number. Should you need to do so, you will need to configure a phone extension with a default call forwarding configured to that external phone number and then select that phone extension as a destination. |
Important
Bear in mind that if the call the ring group is trying to deliver is an inbound call from an external caller, some mobile or landline telephone providers have timeout settings of their own that dictates how long they will try to connect a call before giving up. For instance, many mobile phone service providers will cancel the call attempt if a call is not connected within 60 seconds.
Therefore, never leave something to chance and always configure a timeout delay.
[We would recommend setting the timeout delay to value between 15 (this will give a chance to the end user to answer the call) and 60 seconds (you don’t get dropped calls by the caller telephone provider).
Important
You should be particularly cautious when using ring groups in conjunction with the NFON X powered by Telekom mobile client.
Bear in mind that should the mobile client be unreachable over a data connection (3/4G or Wi-Fi), the NFON X powered by Telekom mobile app controller will attempt to reach the mobile by calling its GSM / mobile number.
What does this mean in the ring group context? If one of the devices on a phone extension is an NFON X powered by Telekom mobile client, which is not currently reachable over the data connection, there is a risk that the call coming via the ring group will end up in the mobile phone voicemail box. Furthermore, the caller could hear the following message from the mobile network on which that mobile phone is connected: “This mobile phone is not accepting calls at present. Try to call again later or try sending an SMS”.
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Please note that the ring group will stop ringing all the other members as soon as someone from the group answers the call.
You can use Busy Lamp Field buttons to pick up calls:
When a call rings on another phone extension and, if the phone extension of the user trying to pick up that call is in the same group, pressing the flashing BLF button on their phone handset will initiate a directed pick-up.
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Overview
In this section, you will learn how to configure and manage a queue service.
Automatic Call Distribution (ACD), or call queuing, provides a way for a telephony system to queue up incoming calls, internal and/or external. The ACD aggregates multiple calls into a holding pattern and assigns each call a rank that determines the order in which that call should be delivered to an available member (typically, first in first out). When a member becomes available, the highest-ranked call in the queue is delivered to that member, and everyone else in the queue moves up a rank.
The advantage of ACD to the callers is that they don’t have to keep dialling back trying to reach someone, and the advantages to the organisations are that they are able to better service their customers and to temporarily handle situations where there are more callers than there are people available to answer the calls.
While there are two types of queues (inbound and outbound) that can be configured on the Deutsche Telekom Telephone System, we will mainly concentrate on the inbound queue in this section.
There are two types of queues on the Deutsche Telekom cloud telephone system:
Inbound queues
Outbound queues
An inbound queue is when the telephone system routes incoming calls to queue members who are shown as ready (or open), in a pre-programmed sequence. In contrast, an outbound queue is formed merely to collect the outbound call statistics for the queue members, to generate call analytics information. The outbound queue doesn’t route or distribute calls in any way.
Members are phone extensions which can join or leave a queue using the methods listed below, without supervisory control or pre-approval:
Dialling a star code from their phone extension
Using the XML menu on a device (on certified devices and if supported)
NFON X powered by Telekom app.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete or edit an entry or copy it to a clipboard (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Search for a queue
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You have the option of cloning a queue if you want to duplicate the queue with the same or similar settings.
General
Under General, you have the following options:
Display name | Assigns a name to the queue. |
Extension | Assigns an internal extension number. Please note that assigning an extension number is not mandatory, so this field can be left blank. If you decide to assign an extension number, please bear in mind that the same rules and guidance apply here as for phone extensions, see Phone extensions. |
Queue type | Selects the type of a queue, inbound or to monitor outbound calls. The options are:
Please note that if you have selected Outbound call monitor, the next option, Priority, won't matter and will disappear. |
Priority | Sets the value for priority (weight). This setting allows you to prioritise queues. The default value is 0, which means no priority. You can set this value between 0 and 255. Please remember that the higher the value, the higher the priority. For example, a queue with the value of 1 has priority over a queue with the value of 0. Please note that this is a way to prioritise a queue above other queues and not a way to prioritise calls. |
External numbers
Under External numbers, you can add one or more DDIs (inbound numbers) to the queue service, just like with conference or group services.
Please note that the same rules and guidance apply here as for phone extensions, see External numbers (DDI).
Agents logged in
In this section, you can add or delete queue members. The process is similar to that described under Groups.
Under Queues, however, there is an additional option, Penalty.
Within a queue, you can penalise members to lower their preference for being called when there are people waiting in a particular queue. For example, you could penalise queue members when you want them to be a member of a queue, yet to be used only when the queue gets full enough that all of the preferred agents are unavailable. The higher the penalty, the lower the preference.
By defining different penalties for each member of the queue, we can help control the preference for where calls are delivered, yet still ensure that other queue members will be available to answer calls if the preferred member is unavailable.
The default value for the penalty is 1, and the maximum value is 10.
There are a few very important rules regarding the use of penalty in conjunction with call distribution:
In most cases, the ACD will not attempt to deliver calls to members with the higher penalty whilst members with a lower penalty are available, even if these members have not answered the call
If the ACD has started to deliver calls to members with a higher penalty, but a member with a lower penalty becomes available, it will stop and try the lowest priority members again (this happens only if the timeout per member option is set to anything other than 0).
Where are calls distributed to?
There is a difference in the way the ACD distributes calls to members, when compared to a group service. A group service will deliver calls to all members simultaneously and on all their devices. In contrast, the ACD will only deliver calls to a members' primary device.
You can set ot change the primary device using:
Admin Portal
A function code (star code) from the device the end user wants to make their primary device
The XML menu of the device the end user wants to make their primary device, if supported by the device
The NFON X powered by Telekom app.
Call forwarding configuration on queue members' phone extension
Same as the group services, the ACD will ignore any call forwarding or parallel ringing (forking) configuration when placing calls to queue members. Instead, you will define how long the ACD will try for in the Agent options section.
Important
When is an agent available?
To be available, the agent's primary device must not be on a call.
If the device is already on a call, even if that call didn’t come via the queue, the ACD will see that the device is busy and will consider it not to be available.
In contrast, if the agent is in the middle of dialling a number, but hasn’t yet placed the call, the ACD will consider the device to be available.
If the device is on DND, the ACD will consider the agent to be available. Please bear in mind that the ACD is not aware of the status and that the DND information is device-based and the central telephone system or server has no view of it.
In short, the ACD doesn’t monitor the phone extension, but rather checks if there is a call in progress on the primary device to determine if the agent is available or not.
If the device is not currently registered or not reachable, the ACD is not aware of this information and will consider the agent to be available.
If the agent is on a call, but using another device than their primary device, for example, the NFON X powered by Telekom mobile client, the ACD checks if there is an active call on the primary device to determine if an agent is available or not. So, if an agent is making a call from another device, the ACD will consider the agent to be available.
Device status | Agent availability |
Primary device is on a call | Not available |
Primary cevice is ringing | Not available |
Primary device is dialling a call, but has not yet placed it | Available |
Device other than primary is on a call | Available |
Primary device is on DND | Available |
Primary device is not registered | Available |
Queue options
Under Queue options, you have the following options:
Queue timeout | Activates/deactivates queue timeout to determine how long, in seconds, a call stays in the queue |
Timeout | Sets a time in seconds for how long a call stays in the queue The default is 30. The maximum value is 9,999 seconds (2 hours 46 minutes and 39 seconds). |
Action on timeout | Selects an automatic action on timeout from a drop-down list. The options are:
The action on timeout will be used when:
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Target | Selects a redirection target from a drop-down list. Please note that you can only select an existing target from the drop-down list, and you won’t be able to set the destination to an external number. |
Action when no agent is subscribed | Determines what happens if a call enters a queue with no agents within the queue. The options are:
The default value is Accept call to the queue anyway. This means that the callers can start queueing even if no agents are logged into the queue. We recommend setting this to another option. Please note that if this option is enabled and an agent is part of the queue but is not available, this setting will be ignored. |
Caller options
The Caller options are settings that will allow you to configure what the caller will hear when joining the queue.
Please note that to be able to use the options described below, you will need to have previously added announcements.
Under Caller options, you have the following:
Initial announcement | Selects an initial announcement to be played when a caller joins the queue. If configured, the announcement will be played once and only once. You can select an announcement from a drop-down list. Please note that
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Periodic announcement | Selects a periodic announcement to be played when a caller is on hold. You can select an announcement from a drop-down list. |
Delay (seconds) | Specifies the interval in seconds between periodic announcements. The default value is 30. Bear in mind that the periodic announcement interval needs to be set to a greater value than the announcement duration. Setting an interval value that is less than the announcement duration might break the queue, meaning that callers are unable to join. |
Queue position | Activates/deactivates announcing the position of a call in the queue.
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Delay (seconds) | Specifies the interval (in seconds) at which the callers will hear a message informing them of their position in the queue. The default value is 30. The maximum value is 999. |
Music on hold | Selects what the caller will hear when in the queue. The options are:
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Custom music on hold | Selects an announcement of the type Music on hold. |
Agent options
The Agent options are settings that will allow you to configure the ACD behaviour for distributing calls to agents.
The ACD distributes incoming calls in the order of arrival to the first available agent. The system answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available agent.
Please note that:
The ACD will always distribute calls in sequence: Longest call waiting will be first to be distributed to agents (first in / first out)
The ACD is capable of distributing multiple calls at once (i.e. it won’t wait for the first call to be answered by aan agent to start distributing another call)
Calls that are being distributed are no longer considered to be waiting in the queue
When the ACD has attempted to distribute a call, and none of the agents have answered, the call will go back into the queue to be picked up for distribution by the ACD again.
Under Agent options, you have the following:
Selection strategy | Selects a strategy for an incoming call to be distributed to an agent. You can select a strategy from a drop-down list. The options are:
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Activate timeout per agent (seconds) | Specifies the time how long, in seconds, ACD will make the primary device of the agent ring before pulling the call back into the queue, ready to be distributed again (can only be configured when selecting Round robin or Random). The default value is 30. |
Delay the next call after agent timeout (seconds) | Specifies the time in seconds to hold the call in the queue before trying to connect it to another available agent. The default value is 30. |
Activate wrap-up time per agent (seconds) | Specifies the time required by an agent after a call has ended to complete any work directly associated with the call.
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Wrap-up time (seconds) | Specifies the wrap-up time in seconds. The default value is 60. |
Hold duration | Activates/deactivates a message indicating how long the call has been in the queue for. Please note that the caller will be connected only once the agent has heard this message. |
Announcement to agent | When activated, plays the selected announcement to agents before connecting the caller to them. For example, this announcement can be used to inform the agent about which queue/service the caller came from. Please note that it only draws from the pool of General announcements. |
Please remember the following:
You should avoid configuring a queue that callers can join even if no agents are logged in
You should always configure a queuing timeout and an action on timeout for calls to go to when this timeout is reached
Calls coming via a queue can get picked up by other extensions, but only if they're in the same pick-up group
The ACD will ignore any call forwarding configuration on agent phone extensions
You should always configure a timeout per agent that gives enough time for agents to answer the phone, without setting it up to a value that’s too high and increase waiting time
You should stay away from using the Ring all strategy
Always configure all timeout options on a queue service
Overview
In this section, you will learn how to create and manage queue profiles. A queue profile is a set of individual queues which allows an egent to log in and out of all the queues in the set simultaneously, without the need to log in or out of each of them individually.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete an entry or copy it to a clipboard or copy text from a cell (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Search for a queue profile
NOTE
Please note that the penalties are saved when an agent logs in or out of the queues using the new queue profile interface in the user apps.
Penalties are NOT saved when logging in our out of queues by any other means, for example, individual queues or star codes.
General
Under General, you have the following options:
Display name | Assigns a name to the queue profile |
Colour | Selects a colour to identify your queue profile |
Queues
Under Queues, you have the following options:
Add queues to profile | Adds one or several queues to your queue profile |
Visibility
Under Visibility, you have the following options:
Private mode | Activates / deactivates the visibility limitation of queue profile When deactivated, the queue profile will be visible for all phone extensions of this tenant. When activated, it will be visible only for phone extensions which have been added. |
Overview
In this section, you will learn how to configure and manage a skill service.
The skill service is using the ACD in exactly the same way the queue service does. It does, however, use a different method when it comes to configuring agents and then selecting them when a call comes in.
There are two main differences between a queue and skill service:
Skill weight works in exactly the opposite way as the penalty weight
Agents cannot remove themselves from the skill service.
Since all the other settings are exactly the same as with queues, this section will only describe the options different to those in queue services.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete or edit an entry or copy it to a clipboard (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Search for a skill
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You have the option of cloning a skill if you want to duplicate the skill with the same or similar settings.
Skill level
In contrast to a queue, where you penalise agents to lower their preference for being called, in the skill service, agents with the highest skill level will be called first. For example, you would configure the skill in such a way that people with the most skill for a particular service will be called before people with less skills.
The default value for the skill level is 1, with the maximum value is 10.
By defining a different skill level for each member of the service, we can help control the preference for where callers are delivered, yet still ensure that other agents will be available to answer calls if the preferred agent is unavailable.
Please bear in mind that:
In most cases, the ACD will not attempt to deliver calls to agents with lower skills whilst agents with a higher skill are available, even if these agents have not answered the call
If the ACD has started to deliver calls to agents with a lower skill, but an agent with a higher skill becomes available, it will stop and try the highest skilled agents again.
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Subscribing/unsubscribing from a skill service
Bear in mind that phone extensions can be a member of multiple skill services.
Adding a phone extension to a skill service can be done via:
Skills
Phone extensions
Unlike the queue services, phone extensions / end users cannot add or remove themselves from a skill service. The will need to login or logout from their skill set.
There is currently only one method available for end users to subscribe or unsubscribe from their skill set:
Using function codes (star codes).
The system doesn’t actually remove the agent from the list and will remember the skill level that was configured via the Admin Portal. When the agents unsubscribe from the service, it means they are still listed under it, but are no longer receiving calls. Please note that the agent can still stay logged into their device but unsubscribe from the skill.
Agents will only be able to subscribe or unsubscribe from their entire skill set and won’t be able to pick which skill service they’re a member of.
Under Extension > Phones > Skills, you can see what skills an agent is a member of. An administrator can toggle the button on to make an agent an active member of the skill, or toggle it off, in which case the agent won't receive any calls even when subscribed to a skill. Logged in as agent for skill set subscribes the agent into the skill set. So, if an agent has unsubscribed from a skill using a star code, an administrator can subscribe the agent using this option.
Overview
In this section, you will learn how to configure and manage an IVR service.
An IVR service is the first of two services that manage inbound call flows.
IVR stands for Interactive Voice Response and is often referred to as voice menus. It’s used to describe a system where a caller navigates through a system by using the touch-tone keys on their telephone keypad. An IVR is essentially an announcement / series of announcements. The caller is given the choice of several interactive features, for example: "For Sales, press 1", "For Technical Support, press 2" etc. very much the same as you would get if you were calling your mobile network provider or an online retailer, etc.
When the caller presses a key on their phone keypad, the phone emits two tones, known as DTMF tones. DTMF stands for Dual Tone Multi-Frequency. The Deutsche Telekom cloud telephone system recognises the DTMF tones and responds accordingly.
Please note that despite what the name seems to imply, the IVR service doesn’t provide any capabilities for voice or speech recognition, and will only recognise DTMF tones to navigate the menus.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete or edit an entry or copy it to a clipboard (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Search for an IVR
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You have the option of cloning an IVR if you want to duplicate the IVR with the same or similar settings.
General
Under General, you have the following options:
)
Display name | Assigns a name to the IVR. Mandatory field, can be up to 50 characters. The same rules apply as in Section Phone extensions. |
Extension | Assigns an internal extension number. Please note that assigning an extension number is not mandatory, so this field can be left blank. If you decide to assign an extension number, bear in mind that the same rules apply as in Section Phone extensions. |
External numbers
Under External numbers, you can add one or more DDIs (inbound numbers) to the IVR service.
Please note that the same rules and guidance apply here as for phone extensions, see External numbers (DDI).
Announcement
Under Announcement, you have the following options:
Play announcement | Activates selecting the announcement. You can configure only one announcement, which will be played when a caller joins the service. |
Announcement | Selects the announcement which will be played when a caller joins the service. Please note that this can only be a general announcement, not music on hold. Bear in mind that although the field is not mandatory, you should always select an announcement to be played by the IVR service; otherwise, the Deutsche Telekom cloud telephone system will answer the call but won’t play any audio, which could be very confusing to the caller and lead to complaints. |
Caller response options
The Caller response options are settings that will allow you to configure an IVR.
Under Caller responce options, you have the following:
Maximum number of digits | Selects the maximum number of digits (between 1 and 10) for this IVR service. Unlike with some other telephony systems, the Deutsche Telekom IVR service allows you to configure key assignments to options that have more than one digit. The default option is 1, which means that the IVR will expect the caller to type in one digit before starting to look for a destination to forward the call to. The maximum value for this field is 10, which means that the system would either start looking for a destination once the caller has entered 10 digits on their keypad, or will wait for about 5 seconds after the first digit is entered before checking if the destination is configured. Please note that this setting works in conjunction with Forward call to extension. |
Forward call to extension | Activates / deactivates forwarding a call to an extension. If activated: If the entered number does not match any of the existing caller response options, the number will be used as an extension number, and the call will be forwarded to the extension. |
Add caller response options | Adds a caller response option. You need to configure the following two options:
To add a caller response option:
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Timeout | Activates/deactivates an automatic action when a caller has not entered any response option. |
Timeout (seconds) | Specifies the interval (in seconds, between 1 and 999) after which the action on timeout will take place. The default value is 15. The maximum value is 999. Please note that the timeout will only kick in once the announcement has fully played. That means, if the announcement is 15 seconds and the timeout is set to 5, the IVR won't initiate the action on timeout until after 20 seconds. |
Action on timeout | Selects an automatic action on timeout. Action on timeout will be used after the announcement has been fully played, the timeout in seconds has expired, and
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Target | Selects a target to which the call will be forwarded. The options are:
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Important
Make sure that
you have selected an announcement to be played by the IVR service
that the maximum number of digits is greater than or equal to the maximum extension length
you have configured a timeout and action on timeout.
Overview
In this section, you will learn how to configure and manage a Time Control service.
A Time Control service is the second of two services that manage inbound call flows. It is based on the time of the day and day of the week. Therefore, a Time Control service is actually two sevices merged into one:
Time of the day routing
Day of the week routing.
A Time Control service will allow you to control the destination of incoming calls based upon the day of the week and the time of the day. It’s also logic-based (in the timeframe specified) and binary (in or out / on or off).
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, clone, delete or edit an entry or copy it to a clipboard (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Search for an IVR
TIP
You have the option of cloning a Time Control service if you want to duplicate the Time Control service with the same or similar settings.
General
Under General, you have the following options:
)
Display name | Assigns a name to the Time Control service. Mandatory field, can be up to 50 characters. The same rules apply as in Section Phone extensions. |
Extension | Assigns an internal extension number. Please note that assigning an extension number is not mandatory, so this field can be left blank. If you decide to assign an extension number, bear in mind that the same rules apply as in Section Phone extensions. |
Geographical settings
Under Geographical settings, you configure the time zone, which is crucial for configuring a Time Control service.
Under Geographical settings, you have the following options:
Time zone | Selects the time zone for the Time Control service You can inherit the time zone configuration from the tenant configuration or select a different time zone from the drop-down list. |
External numbers
Under External numbers, you can add one or more DDIs (inbound numbers) to the Time Control service.
Please note that the same rules and guidance apply here as for phone extensions, see External numbers (DDI).
Rules
Under Rules, you can configure several rules which interact with each other.
The following options are available:
From weekday | Selects the starting day for the period during which calls will be routed according to the defined action if within the time interval |
To weekday | Selects the ending day for the period during which calls will be routed according to the defined action if within the time interval Please note that From weekday and To weekday are a range rather than individual settings. |
Start time on each day | Selects the start time on each day for the period during which calls will be routed according to the defined action if within the time interval |
End time on each day | Selects the end time on each day for the period during which calls will be routed according to the defined action if within the time interval Please note that the start and end time apply to each day individually. For example, if you set the From weekday to Monday and To weekday to Tuesday, and Start time to 8:00 and End time to 18:00, then the days and times will be Monday 8.00 to 18:00 and Tuesday 8:00 to 18:00. |
Action if within time intervals | Selects an action if a call happens within the selected time interval The options are:
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Action if outside time intervals | Selects an action if a call happens outside the selected time interval The options are:
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Bypass time evaluation | Activates / deactivates to bypass the time evaluation and forward the call directly to the selected target Optional setting, only applies to the time range, not the day range. That means that the service will ignore the set time range and will only evaluate the day range. You select which action takes place, which is inherited from the earlier configuration. The options are:
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Important
Please note that the time of day
defines a range per day
is the first to be evaluated by the system when routing a call.
Please note that the system does not evaluate seconds, and the time shown is inclusive, for example, if the end time is set to 18:00, it means until 18:00:59 and not 17:59:59.
Setting a Time Control service to span over midnight
For example, you would like to set a day range from Sunday to Monday, with the time interval spanning across midnight, then you will need to set the time intervals for each respective day as 00:00 to 23:59, i.e. Sunday: 00:00 to 23:59 and Monday: 00:00 to 23:59.
Exception dates
Setting exception dates allows you to specify whole days or ranges on which the set time routing should be bypassed. Bear in mind that an exception will apply to a whole day, i.e. from 00:00:00 to 23:59:50.
This setting is used, for example, in case of public holidays, if the businesses are closed on a certain date/date range for the whole day.
Under Exception dates, you have the following options:
Add date | Adds a single date or a date range when calls are permanently forwarded Please note that when a date range is added, the portal will automatically convert it into individual date ranges. |
Action | Selects an action that is performed on the selected date/date range The options are:
|
In this section, you will learn how to set up and manage:
Announcements
Contacts
Inbound blocklist profiles
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Overview
Announcements are pre-recorded audio messages or music. These are required to ensure that all callers into services, for example, are hearing the targeted messages/ announcements / dedicated music.
Under Configuration > Announcements, you can see a list of all announcements that have been added for the tenant. Please note that announcements which have been uploaded in other configurations screens, for example, a queue or an IVR service, are also listed and can be managed in this section.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
Edit, play, delete or download an entry or copy it to clipboard (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Search for an announcement
Important
Before deleting an announcement, make sure to check if any other target is referencing it, for example, an IVR, queue or a skill service, as it will change the configuration of the latter.
General
Under General, you have the following options:
Name | Assigns a name to the announcement Mandatory field, can be up to 50 characters. The same rules apply as in Section Phone extensions. |
Type | Selects the announcement type The options are:
|
Audio file | Uploads an audio file Please note that only MP3 and WAV files are supported, and the maximum file size is 7 MB. Bear in mind that you can replace the audio file when editing an already existing announcement. |
Note
Bear in mind that personal voicemail announcements or greetings are not part of announcements and are configured directly under each extension.
Please note that when uploading an audio file for the Music on hold option, the system will replace the default Music on hold file.
Overview
Under Contacts, you can set up and manage contacts.
Please note that we distinguish between:
company contacts / phonebook, configured in the Admin Portal
private contacts / phonebook, configured by individual users in their NFON X powered by Telekom user apps.
These two types of contacts can be combined so that they are accessible from certified devices or the NFON X powered by Telekom apps.
In this section, you will learn how to manage contacts in the Admin Portal only.
In this view, you can:
Add a new entry
Delete all contacts
Select one, several or all entries and delete them
Edit, call, delete an entry or copy it to clipboard (you can also edit an entry by double-clicking on it)
Import a CSV file
Export a CSV file
Select how many entries you want to have on the page
Search for a contact
General
Under General, you have the following options:
)
Full name | Assigns a name to the contact |
Phone number | Assigns a phone number to the contact Please note that phone numbers must be entered using the Microsoft notation, i.e. country code, area code and the subscriber number. |
Visibility
Under Visibility, you have the following options:
Private mode | Activates / deactivates the visibility limitation of a contact When deactivated, the contact will be visible for all extensions. When activated, it will be searcheable only by the extensions set in the exception list. |
Edit exception list | Adds / removes exten |
Inbound blocklist profiles
Under Inbound Blocklist Profiles, you can create rules that block incoming phone calls. Please note that it applies to external numbers, which is helpful for spam, fishing etc.
In this view, you can:
Add a new entry
Select one, several or all entries and delete them
See which Inblound Blocklist profiles are used in a trunk or multiple trunks (the number after Yes indicates how many)
Edit and delete an entry or copy it to clipboard (you can also edit an entry by double-clicking on it)
Select how many entries you want to have on the page
Adding an inbound blocklist profile
Under General, you have the following option:
Name | Assigns a name to the inbound blocklist profile |
Under Rules > Add rule, you have the following option:
Name | Assigns a name to the rule |
Prefix | Enters a prefix to be blocked, starting with + and area code |
Under Trunks > Add, you have the following option:
Trunk | Selects a trunk to be added to this inbound blocklist profile |