Example 5 - Create a company switchboard to include personnel in different locations plus inbound fax receipt and distribution

user requirements

There are three partners (Tom, Dick and Harry) in my business (ABC Engineering), all of whom work from different locations. I want to present a single point of contact to our customers that provides a professional image. I also want to receive faxes on my main number and send them to my email.

step-by-step set-up instructions

This example is based on the Callagenix Switchboard service. During this set-up you will create fax, information line and call diversion services.

It uses mailboxes to store and forward faxes and introduces the concept of calling services from services.

1. From the Services menu, create a service of type Switchboard - call it something like ABC Engineering Switchboard.
2. Edit the Welcome prompt for the ABC Engineering Switchboard to say the message you wish to provide. Typically this should say something like 'Thank you for calling A B C Engineers'.
3. Edit the Menu options prompt to provide information on the extension numbers the caller should enter to reach the relevant partner. Typically this should say something like 'To be transferred to Tom press 1, for Dick press 2 or for Harry press 3.'.
4. Back to the Services menu; create a service of type Call diversion- call it something like Tom Divert.
5. Edit the Divert Preamble (not Welcome) prompt for the Tom Divert service to say something like 'Transferring you to Tom please hold.'. Set the other prompts in this service as you require.
6. In the Divert section of the Tom Divert service set-up, enter the number where Tom can be reached. Set the No answer timeout to some sensible figure (the call will go to the mailbox you define after this time expires ) and ensure that the Auto acceptance option is turned off. With this option turned off calls to this number will be presented to Tom telling him who is calling (if known) and which service they called (defined by the Answer Prompt). This will be followed by an option to accept or reject the call. Set up a Mailbox for Tom using his email address (see Example 3, Items 6 to 8 for instructions on how to set up a mailbox).
7. Repeat Items 5 to 7 for Dick and Harry. You should now have 4 services, Tom Divert, Dick Divert, Harry Divert and ABC Engineering Switchboard.
8. From the Services menu, create a service of type Fax- call it something like ABC Fax.
9. In the Fax Settings option of ABC Fax select the mailbox you wish to use to store any incoming faxes. You can use any of your existing mailboxes if you wish or you can create a new one to keep your faxes separate. Change the Fax ID setting to 'ABC Engineering' if you want to label your responses to any calling fax machines.
10. Back in the ABC Engineering Switchboard service do the following:

• Set the Fax service in the Call Answer options to the ABC Fax service. This service will now run whenever an incoming fax is detected on the line.
• In Option 1 of the switchboard service, Select Tom Divert as the service to run. The options to return to the switchboard and Disable the '*' key should be set off. The option to not play the welcome message should be set on.
• In Option 2 of the switchboard service, Select Dick Divert as the service to run. The other options should be set as per Option 1.
• In Option 3 of the switchboard service, Select Harry Divert as the service to run. The other options should be set as per Option 1.
• Change any of the Call Answer options as you require to save caller information, add to call counters etc

11. As per previous examples you should now test the service using the test number and PIN, modifying it as required until you are satisfied it is doing what you expect.
12. When you are satisfied you should then get the type of number you want to use to run this service (as described in Making a Service Live) and purchase the relevant operating voucher depending on expected call volumes.

Back to index