Account Activation Checklist
Adding Online Users
Key Features and Benefits
Music On Hold
VO Self-Care Main Screen
Send Extension Details
Account Activation Checklist
Please follow the instructions below, checking off each completed step on the list to ensure proper set-up of your account.
Account and Billing Configuration
Go to setting >> Account and Update Information
Change Password to preferred password if needed
Go to setting >> Billing and Update Payment information
Add credit to account for usage charges
Verify Basic Extensions, 0 and 8 are added
Add new employee extension if needed
Enable the 'Forward Calls' option for department and employee extensions
Add a forwarding number (or multiple forwarding numbers)
Configure the forwarding number
Configure voicemail options
Enable call announcement for a forwarding number (optional)
Phone Number Configuration
Verify Telephone Number is added in Phone Number section
Purchase additional Phone Number as needed
Verify the main and after-hours greetings
Configure a phone number
Make a test call to the main Virtual Office phone number
This section allows users to perform online payments and manage personal
Change company name, first name, last name, and address
Change credit card information
Make online payment
Change web interface language
Adjust time zone
Figure 69. The 'Account' section
Adding Online Users
This section allows adding new extension users. Your Virtual Office administrator can create new online access accounts for extension users. An extension user can log in to the web interface to check their voice mail messages, list of recent calls, call recordings, manage forwarding configuration for their extension, and send faxes.
Figure 72. Adding a user
Extension users can log in into Virtual Office at the same link. When a new extension login is created the user will receive an email with a one-time login link. Following the link will allow to change the password.
A user can have access to multiple extensions.
Key Features and Benefits
Virtual Office key benefits include:
No hardware or software needed
Options to use any softphone or IP phone
No installation required
Unlimited number of virtual extensions
Support multiple Virtual Office Phone Numbers
Configurable voice prompts, recorded from a web interface or uploaded from file
Voicemail to email
Fax-in and Fax-out (Fax to Email and Email to Fax)
Auto-Attendant and Custom Auto Attendant
Flexible options for outbound calling
User friendly mobile calling and more
Sagecom Cloud Virtual Office is the ideal solution for small businesses looking to enjoy a feature-rich, efficient and global presence telecom solution without extensive cost implications and hardware or software requirement.
Configuring Virtual Office takes minutes and does not require technical
With Virtual Office, you do not need to own SIP phones or ATAs, as all calls
are routed to existing mobile or fixed-line phone numbers.
You have the option to configure your own business hours, and create a
flexible “active period” for calls, then sending after-hours calls to Voice
All IVR prompts can be recorded online or uploaded from a file.
Virtual Office can be added to your existing telecom services; there is no
need to discontinue services from your existing provider or port phone
This section allows users to manage a “block list” of numbers. This call block list
can include individual numbers or area codes. If the caller’s number is on the
block list, the incoming call to that phone number will be automatically dropped.
The call will not be shown in the Inbox. It is possible to exclude specific numbers
from the block list. For example, you can block the 1800 area code but exclude the number 18005559377.
Call Blocking is effective for all your Virtual Office phone numbers.
Figure 71. Call Block management
Calls - Outbound Calls
Outbound Calls section shows the calls that were made by extensions. The Outbound Calls section has several filters:
Time Frame (Today/Yesterday/Last Week/Past 30 days/Past 60 days)
A call entry contains information about the Caller-ID, Destination, Extension, and
Figure 7. The Outbound Calls
Making a Payment
The payment can be made on the Settings ⇨ Account page in the corresponding
section. To make a payment, please make sure to enter your credit card
information in the 'Billing Information' section first. You can select to pay the
amount equal to the current balance or enter the amount manually.
The paid amount will be credited to your balance immediately
Figure 70. Online Payment
Please contact your customer service to learn more about available payment
Inbox is a single location for all received voicemail and FAX messages. The Inbox section has several filters:
Time Frame (Today/Yesterday/Last Week/Past 30 days/Past 60 days)
A voicemail message entry contains the caller's number, time of the call, and an extension that was dialed. It is possible to attach a note to each message. To attach a note please click on the Info icon next to the message. A voicemail message can be saved as an MP3 file or forwarded to an email address with the audio file attached.
Figure 2. Voicemail Details
A message can be played online without the need to download it. Click on the 'Play' button next to the needed message.
Figure 3. The 'Play' button
Dial-by-Name directory is a convenient way of reaching a person without knowing
their extension number. New extensions are added to the directory automatically.
You should only define the extension first name and last name in the extension
Figure 66. Dial-by-Name Directory
The caller can dial and then use their touchtone keypad to dial the first three
letters of the extension last name. For example, for the last name "Doe" the caller
should dial .
To make the extension available via Dial Directory, enable it in the Extension 8
settings as it is shown in Figure 66 above.
In summary, if your Virtual Phone number is configured to play the main greeting,
and the caller reaches it and dials 8, they can reach the extension user if they
spell the user's last name via their touchtone keypad.
Virtual Office enables the use of several greeting types:
Main Greeting (is played during business hours)
After hours greeting (is played when the IVR is not active)
Main greeting can be uploaded or recorded. The file should be in MP3 or WAV
format. Maximum file size is 2 Mb.
To record a new greeting, you should have a microphone connected to the
computer. Your browser must be HTML 5 compatible or have the latest Adobe
Flash Player™ installed.
By default, IVR is always active. It is possible to define the needed active period.
Figure 67. Main greeting configuration
One main greeting can be used for multiple DID numbers.
Calls - Inbound Calls
Inbound Calls section shows all received and missed calls. The Inbound Calls section has several filters:
Time Frame (Today/Yesterday/Last Week/Past 30 days/Past 60 days)
A call entry contains information about the Caller, Destination, Extension, and Call Duration.
Figure 4. Inbound Calls
Please click on the Info icon next to the call entry to see the detailed call information and quickly block the caller.
The list of calls can be exported as a CSV (comma-separated values) file. Please use the 'Download List' link at the top of the page.
Figure 5. Call Details
The 'Calls' menu item has a missed calls badge. To reset the number of calls
shown in the badge, please follow the steps:
1. Go to the 'Inbound Calls' section.
2. Select 'Missed' from the 'Type' drop-down list.
3. Click on 'Apply'.
Figure 6. Missed Calls Badge
Emergency Calls(Available at selective locations)
You can define the address information for your Virtual Office phone numbers and assign extensions to them to show the selected number as CLI (Calling Line
Identification) in emergency calls and report the configured location during the
call to the emergency service operator. The phone number selected in the
extension settings will be used in all other outbound calls. This option can be
configured on the Settings ⇨ Emergency Calls page.
The configuration steps are:
Enable the 'SIP Phone' extra on the Settings ⇨ Extras page.
Go to Settings ⇨ Emergency Calls.
If you have just enabled the SIP Phone extra, please refresh the page to see the
Emergency Calls page. If you still do not see this page, please contact customer service.
Click on 'Edit' next to the needed Virtual Office phone number.
Figure 62. Emergency Calls
Fill in and save the address information.
Figure 63. Address information
Select the phone number from the list and save the changes.
You can select the needed phone number from the extension record drop-down list or drag the icon on the left side and drop it under the phone number header to select the needed location.
Music on Hold
Music on Hold (MOH) is played to the caller when the call is transferred to an
extension. There is default music on hold already configured, however the Virtual
Office user can upload their own MP3 or WAV format music file. Maximum file size is 5 Mb.
Figure 68. Music on Hold configuration
VO Self-Care Care Main Screen
Virtual Office interface is divided into several main sections:
Figure 1.Virtual Office Main Menu
You can configure a few prompt types for each menu:
Intro: A welcome message which plays right after the caller reaches the menu.
During your call it is played only once.
Menu: A greeting which enumerates all available menu options (e.g., 'Press 1 for sales, press 2 for technical support'). When it is being played, the system expects
to receive input from the caller. If it is not provided, the menu prompt is repeated
two more times.
Timeout: If the system did not receive any input while the menu prompt was
being played - the timeout prompt is played.
Figure 59. Menu greetings
After this, the 'Menu' greeting will be played, listing all the available options (e.g.,
'Press 1 for sales, press 2 for technical support'), and the auto attendant will
collect the digits dialed by the caller.
If no input is received (timeout), the 'Timeout' action is performed. If the 'Timeout'
option has not been configured beforehand, the system plays the greeting about a
missing input and takes the caller to the previous step (i.e., plays the 'Menu' greeting and collects the input).
The caller's input will match the corresponding menu option action to be performed. There are four actions you can configure for each menu option (please refer to Figure 60):
Disabled: the 'Disabled' action informs the caller that the selection is
unavailable and plays the 'Menu' greeting.
Transfer: choose the extension to transfer calls to.
Voicemail: choose this action to send calls to a voicemail box.
Menu: choose another menu to forward calls to.
Figure 60. Possible actions for a menu event (event 2 in this case)
Adding a New Menu
In the 'Menus' window, you can add a new menu, such as greetings in different
languages, e.g., English and Spanish. The configuration steps in this case will be:
Click on 'Add Menu', define its 'Name' and 'Period' (Figure 61, the menu
'Spanish Working Hours').
Figure 61. Add a new menu
Click on 'Edit' next to this newly created menu.
Click on 'Greetings' to upload the Spanish greetings (see Figure 59).
Click on 'Edit' next to the needed event to configure events.
Make sure to click on 'Save' under the menu name.
Repeat the same steps to add the 'English Working Hours' menu.
Click on 'Edit' next to the 'ROOT' menu.
Upload the 'Menu' greeting which will prompt the callers to choose the
preferred language ("Press 1 to proceed in English, press 2 for Spanish").
Click on 'Edit' next to event 1 and set its action to 'Menu English Working
Click on 'Edit' next to event 2 and set its action to 'Menu Spanish Working
Make sure other events (except for 'Fax') are set to 'Disabled'.
Send Extension Details
You can send an extension SIP registration details and a QR code via email to
users without access to the Virtual Office portal.
If the 'SIP Phone' extra is enabled, you will see the 'Send extension details' button
next to the QR code.
Figure 64. Send extension details
Once clicked, a new modal window will appear where by default an email address
of the extension is specified. It can be modified if needed. In addition, the window
will show you a text area which is the body of the email to be sent.
Figure 65. 'To' and 'Body' of the 'Send extension details' email
The values between square brackets (e.g., [extension:id]) are tokens and will be
replaced by actual values like an extension ID, extension name, account ID, service password. They should not be adjusted unless you wish to remove any of them or move them to a different place in the text.
An extension is normally a short 1-3 digits internal number which can be used to
receive/make calls, receive voicemails, forward them to other internal numbers
(extensions), or external numbers.
Virtual Office introduces two extension types:
A department extension can be used to initiate a call to a group of numbers. For
example, the caller hears a welcome message 'Welcome to our company. Press 1
for Sales, press 2 for Support'. When the caller makes a selection (e.g. Enters 1),
the call can be forwarded to a group of up to 5 phone numbers that can start ring
simultaneously (these settings are configurable).
An employee extension is usually a three-digit number used to call an individual employee’s phone.
Please follow the steps below to begin configuring extensions. It is a more
detailed version of the steps from the Account Activation Checklist.
Step 1: Create a new employee extension
1.1 Go to the 'Extensions' page.
1.2 Click on the 'Add Extension' button in the 'Employee Extensions' section.
A new extension will be added. By default, if it is the first employee extension, its
number will be 700.
Figure 8.Add a new employee extension
To change an extension ID, go to the extension settings (the 'Edit' button next to
the extension), and choose the desired value from the 'Extension #' list in the
'General Information' section. If neither of the listed values fits, you can use the
'Custom' option. Please refer to Figure 9 below.
Figure 9.Change an extension ID
Step 2: Make sure the 'Forward Calls' option is enabled for this extension
2.1 Click on 'Edit' next to the extension.
2.2 In the 'General Information' section, enable the 'Forward Calls' option.
2.3 Specify the 'Last Name' value for the extension. This is mandatory.
2.4 Click on 'Save & Close'.
Figure 10.Enable the 'Forward calls' option
Step 3: Add a forwarding number (or multiple forwarding numbers)
3.1 Click on 'Edit' next to the extension.
3.2 In the 'Forwarding Extensions & Numbers' section, click on 'Add a forwarding number'.
Figure 11.The 'Add a forwarding number' button
3.3 In the 'Add forwarding number' window, add a number where calls to this extension will be forwarded to, for example your cell phone number.
Figure 12.Add a forwarding number
3.4 Choose the order in which forwarding numbers will ring (the option 'How would you like your calls to forward?' in the 'Forwarding Extensions & Numbers' section). The following values are possible:
∙ In order one by one
∙ In random order one by one
∙ All numbers simultaneously
NOTE: The value 'All numbers simultaneously' will appear in the list if you enable the extra feature 'Simultaneous Ringing' in Settings ⇨ Extras. If you use the option 'In order one by one', you can re-order the forwarding numbers by clicking on the 're-order' icon next to the 'Add a forwarding number' button. This will invoke a new modal window where you can drag the numbers to make them take the needed position.
Figure 13.Reorder icon
Figure 14.Reorder window
Step 4: Configure the forwarding number
4.1 Click on 'Edit' next to the forwarding number.
Figure 15.Configure 'Display Number Prefix' and 'Display Name Prefix'
'Display Number Prefix' and 'Display Name Prefix' are useful when you have
multiple extensions forwarding calls to the same number and need to know from
which extension the call was delivered to this number.
For instance, your extensions 1 and 2 forward calls to your cell phone, and your
main greeting plays ‘Press 1 for Sales, press 2 for Support'. When you receive
calls, it would be helpful to know from which extension the call is forwarded. In
this case, you can specify '11' as the display number prefix in the forwarding
number settings of extension 1, and '22' as the display number prefix in the
forwarding number settings of extension 2 accordingly. Now when the caller
1777555555 calls your Virtual Office phone number and chooses option 2, you will
see the caller's number as 221777555555 on your phone.
'Display Name Prefix' can be used for the above described scenario as well.
4.2 Choose 'Forwarding number schedule' from the drop-down list:
∙ M-F, 9-5
∙ Sat & Sun, 9-5
∙ Custom Schedule
4.3 Specify 'Forwarding Options':
∙ Calls will connect to you as soon as you pick up.
∙ Calls will be announced when you pick up: the call will not be picked up at
once, the IVR will announce if you would like to accept, reject, or send the
call to voicemail.
Figure 16. Forwarding number schedule and forwarding options
Step 5: Configure voicemail options
5.1 Click on 'Edit' next to the extension.
5.2 In the 'General Information' section, enable 'Voicemail'.
Figure 17. Enable voicemail
5.3 In the section 'Where do you want voicemail emailed to', choose How would
you like your messages to send?
∙ None: the message will be kept in the local inbox, no notification will be
sent to a remote email address.
∙ Forward: the message will be deleted from the local inbox and sent to a
remote email address.
∙ Notify: the message will be kept in the local inbox, a notification will be
sent to a remote email address.
∙ Copy: the message will be forwarded to a remote email address, a copy of
the message will be kept in the local inbox.
5.4 Define an email address where 'Messages will be sent as attachments to'.
Figure 18. Where do you want voicemail emailed to?
5.5 Click on 'New greeting' in the 'Voicemail greeting' section to record or upload an audio file for your voicemail greeting. You can upload a recording using MP3 or WAV files. The maximum file size is 2Mb.
Figure 19. The 'New greeting' button
Step 6: Enable call announcement for a forwarding number (optional)
6.1 Click on the 'Unannounced' link under the extension next to the needed
Figure 20.Unannounced link
With this option turned on, calls forwarded to the 'Announced' number will be
announced, that is, you will be able to choose an action for an incoming call:
accept, reject, or send to voicemail.
You can make use of the 'SIP Phone' feature to register an extension on an IP
phone or softphone. More details about this feature may be found in the SIP
Phone section of this guide.
Configuring Phone Numbers
A phone number in Virtual Office is not directly associated with a phone line in
contrast to a traditional telephone number which is associated with a single line at a specific location.
A Virtual Office phone number can be programmed to route incoming calls to an
extension or to play the main greeting, your auto attendant. The auto attendant acts as an automated receptionist. Callers hear recordings that prompt them to choose a menu option.
The auto attendant allows forwarding calls to extensions, dial by name in the company directory, and set up caller options during hours your business is closed.
Step 1: Purchase a new phone number if Phone Number is not assigned during online sign-up OR if you need additional phone number
1.1 Go to Settings ⇨ Phone Numbers.
1.2 Click on 'Add Number'.
1.3 Choose a number.
Figure 21. The ‘Add Number’ modal
Step 2: Configure the main greeting and the after-hours greetings
By default, a phone number is configured to play the main greeting. When callers
dial your number, an auto attendant will instruct them which menu option to choose to reach a specific extension.
Options 0 and 8 transfer calls to extensions 0 and 8 accordingly. These extensions are created by Virtual Office during the initial setup, and cannot be deleted. Extension 0 is used as the main ‘CEO’ extension, it inherits your main number (default redirect number) that was used during signing up. Extension 8 is used for Dial by Name directory. Please refer to the ‘Dial by Name Directory’ section for more details.
Other numeric options, namely, from 1 to 7 and 9, are disabled by default. When
you create department extensions, they will be assigned to these options.
Your main greeting can include a welcome message and instructions like ‘Press 1
for Sales, press 2 for Support’. When the caller presses 2, they are redirected to a
department extension 2.
2.1 Go to Settings ⇨ Greetings.
Figure 22. Settings ⇨ Greetings
2.2 Click on 'New greeting'.
Figure 23. New greeting
2.3 Upload an audio file for your greeting file by clicking on 'Upload file' or click on 'Record' to record a new greeting.
Figure 24.Upload or record a greeting
NOTE - The uploaded or recorded greeting gets enabled automatically
2.4 Under the 'New greeting' button, choose 'Options after greeting' (what
should be done if there is no input after your greeting has played):
∙ Repeat greeting (default)
∙ Transfer to extension
Figure 25. Options after greeting
2.5 Define business hours during which your main greeting will be active:
∙ M-F, 9-5
∙ Sat & Sun, 9-5
∙ Custom Schedule
Figure 26. Business hours schedule
When the main greeting is not active, the 'After-hours greeting' will be played. By
analogy with the main greeting configuration, you can upload or record an after-
hours greeting and define options after greeting.
Figure 27.After-hours greeting
Step 3: Configure a phone number
3.1 Go to Settings ⇨ Phone Numbers.
Figure 28.Settings ⇨ Phone Numbers
3.2 Click on 'Edit' next to the number.
Figure 29. Edit a phone number
3.3 Choose 'Caller ID Display':
Caller's Number: you will see the caller's number on your phone screen for incoming calls.
Virtual Office Number: your Virtual Office phone number will be displayed on the screen so you can see which one of your numbers the caller dialed. It may be useful when you have multiple numbers in different areas and need to know where the caller calls you from.
Step 4: Configure fax options for your phone number
If the system detects that a fax is being sent to your phone number, instead of
playing an audio greeting, the fax will be sent to your voicemail inbox. Below you
will find the steps on how to configure phone number options related to fax.
4.1 Go to Settings ⇨ Phone Numbers.
4.2 Click on 'Edit' next to the number.
Figure 30. Phone number options
4.3 Choose 'Notification Action':
None: no notification about faxes will be sent to the specified email
Forward: all the fax documents you receive will be forwarded to the
specified email address.
Notify: the notification about the received fax will be sent to the specified
Copy: you will get a copy of the received fax documents.
4.4 Specify 'Notification Email'.
4.5 Specify the format of 'Fax File':
a single PDF or TIFF file;
one PNG or TIFF file per page.
Figure 31. Download fax
Time Zone: choose the time zone in which the phone number will operate.
That is, the schedule of the main and after-hours greetings will work according to this time zone.
Tag: if you have multiple phone numbers, a tag can be used to filter the
incoming calls list. For instance, numbers X and Y are tagged as 'main',
the other two numbers have the tag 'area'. You can use the tag on the
'Inbound Calls' page to find calls to phone numbers tagged as 'main'.
Figure 32.Phone number other options
Figure 33. Filtering of inbound calls by tags
This section allows managing additional services. You can enable or disable the
needed services on the Settings ⇨ Extras page.
Figure 34. Settings ⇨ Extras
You may be charged an activation fee (if any) and recurring monthly fees. As
soon as the feature is enabled, please make sure to refresh the page.
The following features are considered extras:
∙ Call Recording
∙ Simultaneous Ringing
∙ Email to Fax
∙ Dial Out
∙ SIP Phone
∙ Number Extra Settings
Figure 35.Extra features
The following sections describe Extras in detail.
Call Recording allows you to record calls. Once this extra is added, you can
enable Call Recording per extension on the 'Extensions' screen. All calls will be
Call recordings are kept for 60 days. To make this option available in the extension settings, please go to Settings ⇨ Extras and click on 'Enable' next to 'Call Recording'.
Figure 36.Enable the 'Call Recording' extra
Once done, you can go to the extension settings and enable this feature as shown
in Figure 37 below.
Figure 37. Enable call recording in extension settings
Recordings can be downloaded under the Calls ⇨ Recorded Calls section.
Figure 38. Recorded calls section
Consider the following situation: for some reason, you do not have an Internet
connection now, however, you need to call your customer and would like to call
from your company phone number. With Dial Out, you can dial a special access
number from your mobile or fixed-line phone. You will receive a recorded
greeting prompting you to enter the number you wish to call. The recipient of the
call will see your company's phone number as your Caller ID.
To configure this feature, please follow the steps below:
1. Enable the 'Dial Out' extra on the Settings ⇨ Extras page.
2. Refresh the page and go to Settings ⇨ Dial Out Numbers.
Figure 39. Settings ⇨ Dial Out Numbers
3. Click on 'Add Dial Out Number' and define the following options (please check Figure 41 below):
Will call from: specify the number from where you will call the access
number. For example, your mobile or fixed-line phone number.
Nickname: specify the nickname (label) for this number, it will be shown
on the 'Dial Out Numbers' page.
Show number as: choose one of your Virtual Office phone numbers that
will be used as your caller ID.
Figure 40. Dial Out Numbers page
Figure 41. Adding a Dial Out number
If you would like to change your caller ID when you call from your extension, you should set this up in the extension settings. Specify the needed Virtual Office phone number in the 'SIP Phone' section ⇨ 'What number will show when you place a call?'
The list of calls made via Dial Out may be seen on the Calls ⇨Dial Out page.
Figure 42. 'Dial Out' in the 'Calls' section
Figure 43. Dial Out calls
Each Virtual Office extension can be registered on an IP phone or softphone for
you to make and receive calls with this extension.
To make this option available in the extension settings, please go to Settings ⇨
Extras and click on 'Enable' next to 'SIP Phone'. Once done, you can go to the
extension settings ⇨ 'General Information' section and enable this feature as
shown in the image below.
Figure 44. Enabling the 'SIP Phone' feature in the extension settings
As soon as the option is enabled and the changes are saved, a new 'SIP Phone'
section will appear.
Mobyx Mobile Softphone App
Mobyx is a convenient Mobile Softphone app for both Android and Apple devices.
You can download it for free from both Google Play and iTunes, and use it as part
of your Virtual Office when you enable the SIP Phone option described above.
If Mobyx is installed on your phone, you can scan the QR code or enter the login
and password manually in the Mobyx application.
If the SIP Phone option is enabled, the extension can be registered on any IP
phone or softphone, not only Mobyx.
Figure below shows how the SIP phone extra configuration looks like in the extension settings.
Figure 45. SIP Phone settings
Each Virtual Office extension can be registered on our WebRTC Softphone.
WebRTC is a web-based softphone that enables you to make and receive calls via a compatible web browser. Only certain browsers are capable of supporting
Google Chrome (Windows, Mac, Linux, Android)
Chromium (Windows, Mac, Linux)
Firefox (Windows, Mac, Linux)
Opera (Windows, Mac, Linux)
To make the 'WebRTC' page appear in the main menu, please go to Settings ⇨
Extras and click on 'Enable' next to 'WebRTC'.
Figure 46. WebRTC in the main menu
WebRTC dialer will work only if the 'SIP Phone' extra is enabled.
To use WebRTC, please go to the 'WebRTC' page and choose an extension from
where you wish to call and dial the destination number. Remember you must use
a WebRTC-capable browser from the list shown above.
Figure 47. WebRTC dialer
The drop-down list on the 'WebRTC' page will show only those extensions which have the 'SIP Phone' extra enabled.
The Conferencing service allows you to create and manage conference bridges
for both scheduled and impromptu meetings.
Please follow the steps below to enable and configure the conference service:
1. Go to Settings ⇨ Extras and enable 'Conferencing'.
Figure 48. Enable Conferencing
2. Refresh the page and go to Settings ⇨ Conference Rooms.
3. Click on 'Add Conference Room'.
4. Fill in the following fields:
Conference room name: a text description of the conference room.
Moderator PIN: the code used by the conference moderator.
User PIN: the code to enter the conference room.
Conference Start Date/Time: specifies the date and time when the
conference will start. By default, a room can be used right after its
Figure 49. Adding a new conference room
The 'Advanced Configuration' allows configuring the following options:
Music On Hold (MOH): allows selecting a music file from the drop-down
Maximum Participants: specify the maximum number of participants who
can enter the room. The Moderator can enter the room anytime, even if the limit was reached.
Maximum Duration (minutes): it specifies the maximum time that the
conference is active. A recording will be played to notify all participants 5
minutes before the end of a session.
Mute Options: specify the muting policy for the room.
Announce Names: announces the name of a new participant who enters
Conference Recording: activates the conversation recording. The
recording is available for download in MP3 format for 14 days.
Active: This setting must be activated in order for conference participants
to access the conference room.
Wait for Moderator: if the option is enabled, conference participants will
not be allowed to enter the room until the moderator arrives.
Announce Joining/Leaving: plays announcement when a participant joins
or leaves the room.
Single Caller MOH: This can be used to determine whether to play Music
on Hold to a single person in a conference room. So, a single caller will
not hear silence, but will hear music unless one more person joins the
Lock the Conference if Empty: the room will be locked if not in use.
Announce participants: at the time of joining the conference, the IVR
announces the number of participants in the room.
Figure 50. Conference rooms
Figure 51. Conference Extension
When the room is added it will be assigned an extension number and will appear in the Other Extensions section (Figure 51). Any Virtual Office extension user can dial the conference room number internally or your Virtual Office phone number can be forwarded to the conference extension (see Figure 52).
Figure 52. Configure a Virtual Office phone number to transfer to a conference extension
You can invite participants to join the conference meeting by sending an invitation. Please click on 'Invite' next to the conference room (see Figure 50 above). You should specify the following information:
Sender Email: an email address which will be seen as 'From', it is not mandatory to specify the existing address if you do not expect any
response. For instance, it can be 'firstname.lastname@example.org'.
Recipients Emails: to whom the invitation will be sent.
Dial-In Numbers: if you configured one of your Virtual Office phone
numbers to transfer calls to a conference extension, select it from this
drop-down list. It is mandatory if you invite users who are not your Virtual
Office members (see Figure 53 below).
Message: the invitation text.
Tokens: you can use tokens inside your message, they will be replaced
with actual data (see Figure 53 below).
Figure 53. Conference Invitation window/ Conference Tokens
An example of a conference invitation:
Please join us for our monthly conference call.
Please dial [dids] and enter the PIN [conf: pin].
Conference Start Time:
Number Extra Settings
Every Virtual Office phone number (Settings ⇨ Phone Numbers) can have one of
Play my Main Greeting: when the number is called, the caller will hear the
recorded IVR greeting and will select an extension to call.
Transfer to Extension: the call will be transferred directly to the selected
Custom Configuration: This enables a full featured Auto Attendant.
To make the 'Custom Configuration' option available in the phone number
settings, please go to Settings ⇨ Extras and enable 'Number Extra Settings'.
Figure 54. Enable 'Number Extra Settings'
Once done, you will see the option 'Custom Configuration' in the phone number
settings (Settings ⇨ Phone Numbers ⇨ Edit) as it is shown in Figure 55 below:
Figure 55. Enable 'Custom Configuration' in the number settings
When you are done with enabling this feature, you can follow the steps below to
configure an auto attendant for your phone number:
Click on 'Settings' next to the phone number, the 'Menus' window will open
(please refer to Figure 56 below).
Figure 56. Custom Configuration settings
By default, two menus are pre-created: ROOT and After Hours. The ROOT menu is always active, meaning callers can reach it at any time. If you need to define different settings for after business hours, you can perform the following steps:
Click on 'Edit' next to the needed menu (we will modify ROOT in our
Find the action 'Not Active', click on 'Edit', choose 'Menu After Hours' from
the 'Action' drop-down list and save the changes (Figure 57)
Figure 57. Configure the 'Not Active' action
The 'Not Active' action gets activated when the ROOT menu is offline. Now, our
ROOT menu is always active, let us define a business hours schedule for it:
Choose the appropriate value from the 'Period' drop-down list or use the
'Custom Schedule' option to define your own period (Figure 58). The possible
Sat & Sun, 9-5
Always Not Active
Figure 58. Change the ROOT menu period
Click on 'Save' in the 'ROOT' section (Figure 58).
Now make sure to configure the 'After Hours' menu by adjusting its options and
uploading the needed greetings. The following options are available in each menu
(they correspond to available keys on the phone dial pad):
Not Active: if the current menu is not active.
0-9, #, *: the user selection on a phone dial pad.
Timeout: no selection received from the user.
The 'Fax' option defaults to 'Voicemail', and it must not be modified.