IPC Solutions Communication Manager - Customer Administrator Guide

Version 1.0
Last Updated: February 2026

Table of Contents

1. Introduction
2. Getting Started
3. How the System Works
   • Call Flow Overview
   • Day Mode vs Night Mode
   • How Audio, Announcements, and Routing Connect
   • User Devices and Extensions
   • Directory Ecosystem
   • Permissions Model
4. User-Level Features
5. Extensions
6. Call Routing
   • Call Groups
   • Direct Indials (DIDs)
7. Features
   • System Directory
   • Speed Dials
   • System Call Forward
   • Directory Import
   • Call Reporting
   • Announcements
   • MeetMe Conferencing
   • Event Scheduler
8. Tools
   • Audio Files
   • Phone Interaction
   • Features State
9. Managing Individual User Settings
10. Common Scenarios
    • Setting Up After-Hours Routing
    • Redirecting Calls for a Holiday Closure
    • Adding a New Team Member to Call Routing
    • Investigating a Missed or Lost Call
    • Setting Up an IVR Menu
    • Bulk Updating the Company Directory
11. Tips and Best Practices
12. Troubleshooting

Introduction

Welcome to the Customer Administrator Guide for the IPC Solutions Communication Manager. As a Customer Administrator ( staff-level access), you have elevated privileges beyond a standard user, allowing you to manage extensions, call routing, system features, and individual user settings for your organization.

What You Can Do

In addition to all standard user features, you have access to:

• Extensions: View and manage all extensions on the system
• Call Groups: Edit ring group, hunt group, page group, and IVR members
• Direct Indials: Manage how incoming phone numbers are routed
• System Directory: Manage the shared company directory
• Speed Dials: Configure system-wide speed dial codes
• System Call Forward: Set call forwarding for groups and announcements
• Directory Import: Import contacts via CSV into the company directory
• Call Reporting: View and filter detailed call records and recordings
• Announcements: Manage system announcements and their audio
• MeetMe Conferencing: Configure conference rooms and participants
• Event Scheduler: Schedule automated events for groups and announcements
• Audio Files: Upload, rename, and manage audio files for announcements and music on hold
• Phone Interaction: Remotely view and control Yealink desk phones
• Features State: Toggle night switch and group busy states
• User Settings: Edit settings for any user (name, call forwarding, dialplan, etc.)

What Requires Your System Administrator

Some actions are restricted to your system administrator (admin-level access):

• Creating or deleting extensions
• Creating or deleting call groups
• Deleting MeetMe conferences
• Changing maximum MeetMe participants
• Network, firewall, and VPN configuration
• System upgrades and backups
• Portal user management
• Advanced system configuration

Getting Started

Logging In

1. Navigate to your organization's portal URL (typically [your-company].ipcportal.tel)
2. Enter your email address and password
3. Click the login button

Navigation

The sidebar menu on the left provides access to all features. Items are organized into categories:

• Call Routing: Call Groups, Direct Indials
• Features: System Directory, Speed Dials, System Call Forward, Directory Import, Call Reporting, Announcements, MeetMe Conferencing, Event Scheduler
• Tools: Audio Files, Phone Interaction, Features State

Standard user features (Directory, Call Log, Voicemail, Settings) are also available at the top of the sidebar.

How the System Works

This section explains how the key components of the Communication Manager fit together. Understanding these concepts will make the page-by-page reference sections much easier to follow.

Call Flow Overview

Every incoming call follows a path through the system. The simplest path looks like this:

In practice, most call flows include additional steps such as announcements, groups, and forwarding rules:

Key Routing Components

How a Call Reaches a User's Devices

When a call reaches an extension, the system checks the user's device and forwarding settings:

Simultaneous ring controls which devices ring and when:

• Immediate: Device rings as soon as the call arrives
• Delayed (seconds): Device starts ringing after a delay (e.g., mobile rings 10 seconds after deskphone)
• Disabled: Device does not ring

At least one device must be set to ring.

Day Mode vs Night Mode

DIDs support two routing paths — day mode and night mode. A night switch controls which path is active.

Night Groups

Each DID is assigned a night group (a two-digit number like 00, 01, 02). This allows you to control different DIDs independently:

• Night Group 00: Main office number — toggle for lunch breaks
• Night Group 01: Sales line — toggle for after-hours
• Night Group 02: Support line — toggle independently

You toggle night switches from the Features State page, or automate them with the Event Scheduler.

Alternate Destinations

Both day and night modes support alternate destinations with date ranges. These are temporary overrides useful for:

• Holiday closures (redirect to a holiday announcement for Dec 25-Jan 2)
• Office events (redirect to mobile for a specific afternoon)

Alternate destinations take priority over the standard destination when the current date/time falls within the configured range.

How Audio, Announcements, and Routing Connect

Audio files, announcements, and routing components form a dependency chain:

The typical workflow for setting up an announcement in a call flow:

1. Upload or record audio → Audio Files page (or use TTS/browser recording on the Announcements page)
2. Create/edit the announcement → Announcements page — select the audio source and set a redirect destination
3. Point a DID or group to the announcement → DIDs or Call Groups page — set the announcement as the destination

User Devices and Extensions

Each user (identified by a primary extension number like 201) can have multiple devices:

Key points:

• All devices share the same extension number, voicemail, and call forwarding settings
• Simultaneous ring settings control which devices ring and in what order
• Changes to phone configuration (templates, line keys, etc.) require a resync to push to the physical device
• Softphone provisioning is managed separately and tied to the user's email address

Directory Ecosystem

The system has several directory sources that serve different purposes:

Permissions Model

The system has three access levels. Each level includes all permissions of the levels below it:

User-Level Features

As a Customer Administrator, you have full access to all standard user features (Directory, Call Log, Voicemail, Settings, Password Management, and Softphone Help). For detailed documentation on these features, refer to the * User Guide*.

Your staff-level access provides the following enhancements over standard users:

• Directory: You can view and manage the personal directory for any extension (not just your own) by selecting the extension from the User Configuration page
• Voicemail: You can access and manage voicemail for any extension via the User Configuration page
• Settings: You can view and edit settings for any user on the system ( see Managing Individual User Settings)

Extensions

Menu Location: Extensions (sidebar)

The Extensions page provides an overview of all extensions configured on the system. This is a read-only view for Customer Administrators — creating and deleting extensions requires administrator access.

What You Can See

For each extension, the page displays:

• Extension Number: The dial code for the user
• Name: The user's display name
• Status: Whether the extension is active, registered, or offline
• Device Types: What devices are configured (deskphone, softphone, etc.)
• Comments: Any notes associated with the extension

What You Can Do

• View extension details: Click on an extension to see its full configuration
• Search: Use the search box to filter extensions by number or name
• Edit user settings: Click through to edit individual user settings ( see Managing Individual User Settings)

Call Routing

Call Groups

Menu Location: Call Routing > Call Groups

Call Groups define how incoming calls are distributed to multiple extensions. The system supports several group types:

Group Types

• Ring Group: Rings all members simultaneously until someone answers
• Hunt Group: Rings members one at a time in sequence, with a configurable no-answer timer per member
• Page Group: Pages all members simultaneously (one-way audio broadcast)
• IVR (Interactive Voice Response): Presents callers with a menu of options (press 1 for sales, press 2 for support, etc.)

How a Hunt Group Works

A hunt group tries each member in order. If a member doesn't answer within their no-answer timer, the call moves to the next member. If no one answers, the call goes to the group's no-answer destination.

By contrast, a ring group rings all members at the same time — whoever picks up first gets the call.

Viewing Groups

The groups table shows:

• Group Name: The display name of the group
• Group Dial Code: The number to dial to reach the group
• Group Type: Ring Group, Hunt Group, Page Group, or IVR

Editing a Group

1. Click the Edit button next to the group
2. A modal will open with the group configuration

Fields you can edit:

• Group Name: The display name (required)
• Members: Add or remove members from the group

Fields that are read-only for Customer Administrators:

• External Caller ID
• No Answer Destination
• No Answer Timer (for ring groups)
• Dial Options
• Music On Hold Class
• Comment

Note: You cannot create new groups or delete existing groups. Contact your system administrator for these changes.

Editing Group Members

For Ring Groups, Hunt Groups, and Page Groups:

1. Click Edit on the group
2. Use the member dropdown to select extensions or phone numbers
3. Click Add New to add additional members
4. Click the red minus button to remove a member
5. For Hunt Groups, you can set a per-member No Answer Timer (how long each member rings before moving to the next)
6. Click Save or Save and Exit

For Page Groups — there are two member modes:

• Specific Members: Manually select which extensions to page
• All Members: Page all extensions, with an optional exclusion list

For IVR Groups:

1. Click Edit on the IVR
2. For each digit (0-9 and *), you can set:
   • Destination: The extension or number to route to
   • Post Announcement: An announcement played before connecting
   • Caller ID Name: A label prepended to the caller's name
   • PRO (Priority Override): Override priority for this selection

DialPlan

Each group has a DialPlan setting that determines what outbound calling permissions apply when calls transit through the group. This is typically set by your system administrator.

Direct Indials (DIDs)

Menu Location: Call Routing > Direct Indials

Direct Indials (DIDs) define how incoming phone numbers from your carrier are routed to extensions, groups, or other destinations on the system.

Viewing DIDs

The DID table shows:

• Indial Number: The incoming phone number
• Caller ID Name: The display name for incoming calls
• Dialplan: The calling permissions for this DID
• Daydest: Where calls go during business hours
• Daydest Alt: Alternate day destination (time-based)
• Nightdest: Where calls go after hours
• Nightdest Alt: Alternate night destination (time-based)
• Nightgroup: Which night switch group controls day/night mode

Adding or Editing a DID

1. Click Add New or Edit on an existing DID
2. Configure the following fields:

Alternate Destinations with Date Ranges

You can set temporary alternate destinations for both day and night modes:

1. Enter the alternate destination number
2. Click the date range field and select start and end dates/times
3. Select the appropriate timezone
4. The alternate destination will only be active during the specified period

This is useful for temporary redirects during holidays, office closures, or special events.

Searching DIDs

Use the search box at the top to filter DIDs by number, name, or destination.

Features

System Directory

Menu Location: Features > System Directory

The System Directory is the shared company-wide contact list that appears on all users' phones and in the portal directory.

Adding a Contact

1. Click Add Contact
2. Fill in the contact details:
   • Name: Contact's full name (required)
   • Group: Category for organizing contacts (defaults to "all")
   • Work: Work phone number
   • Home: Home phone number
   • Mobile: Mobile phone number
3. Click Save

Editing a Contact

1. Find the contact in the list
2. Click Edit
3. Update the information
4. Click Save

Deleting Contacts

• Single: Click Delete on the contact
• Multiple: Check the boxes next to contacts, then click Delete Selected

Syncing to Phones

After making changes, contacts are automatically synced to all desk phones and softphone applications. You can also click Reprovision Softphone to force a sync.

Speed Dials

Menu Location: Features > Speed Dials

Speed Dials allow users to dial a short two-digit code (00-99) to reach frequently called numbers.

Configuring Speed Dials

The page displays a grid of all 100 speed dial codes (00-99). For each code:

1. Enter a Name to identify the speed dial
2. Enter the Number to dial when the code is used
3. Click Save at the bottom of the page

Tips:

• Both name and number are required for each entry
• Leave both fields empty to clear a speed dial
• The system will suggest contacts from the System Directory as you type
• Phone numbers are automatically formatted to E.164 format

System Call Forward

Menu Location: Features > System Call Forward

System Call Forward allows you to set call forwarding on groups and announcements at the system level. This is different from individual user call forwarding.

How It Works

The page lists all groups and announcements with their current forwarding destination:

• Name: The group or announcement name
• Dial Code: The number used to reach it
• Destination: Where calls are currently forwarded to (blank means no forwarding)

Setting a Forward

1. Find the group or announcement in the list
2. Use the dropdown or type a destination number in the Destination field
3. Options include:
   • VOICEMAIL: Forward to voicemail
   • Any extension number
   • Any mobile number
4. Click Save

Clearing a Forward

1. Clear the destination field (leave it blank)
2. Click Save

Searching

Use the search box to filter by name, dial code, or current forwarding destination.

Directory Import

Menu Location: Features > Directory Import

Directory Import allows you to bulk-import contacts into the company LDAP directory from a CSV file.

Import Process

1. Download the example CSV: Click Download Example CSV File to get the correct format
2. Prepare your CSV: Fill in contact details following the template columns
3. Upload: Click Browse to select your CSV file, then click Upload
4. Review: Check for any errors or warnings in the upload results
5. Write to Directory: Click Write to Directory to import the contacts into the system

Important: Writing to the directory will overwrite all existing contacts in the LDAP directory. Make sure your CSV contains all contacts you want to keep.

CSV Format

The CSV file should include columns for:

• First name, surname, and/or organization
• Phone numbers (work, mobile, home)
• Email address
• Location and address details

The exact column names depend on your system's import configuration. Use the example CSV as a reference.

Call Reporting

Menu Location: Features > Call Reporting

Call Reporting provides detailed records of all calls on the system, including call recordings and transcriptions.

Viewing Call Records

1. Select a Report from the dropdown (if multiple reports are configured)
2. Use the filter fields to narrow results:
   • Date range
   • Source or destination number
   • Call type
3. Click Search to load results

Call Record Details

Each record shows:

• Start Time: When the call began
• Answered Time: When the call was answered
• End Time: When the call ended
• Duration: Total call length
• Answered Duration: Time the call was connected
• Source Name/Number: Who made the call
• Dialled Number: What was dialled
• Destination Number: Where the call was routed

Call Details and Events

Click on a call record to view detailed events for that call, including:

• Application start, answer, pickup, transfer, and end events
• Channel information
• Associated call recordings

Example: Reading a Call Event Trace

Here's what a typical inbound call looks like in the event view — this helps you understand what each event means when investigating calls:

Tips for reading events:

• APP_START: A component began processing the call
• ANSWER: The call was connected to a person
• APP_END: A component finished (either answered elsewhere, timed out, or hung up)
• Events are listed chronologically — read top to bottom to follow the call's journey
• If you see no ANSWER event, the call was never picked up

Call Recordings

If call recording is enabled, you can:

• Play recordings directly in the browser
• Download recordings for offline use
• Generate transcriptions (if transcription is enabled on your system)

Exporting Data

• Export to CSV: Click the export button to download call records as a CSV file
• Export call events: Download detailed event data for individual calls

Saved Filters

You can save frequently used filter combinations:

1. Set your desired filters
2. Click Save Filter and give it a name
3. Load saved filters from the dropdown to quickly apply them
4. Delete saved filters you no longer need

Announcements

Menu Location: Features > Announcements

Announcements are pre-recorded messages that can be played to callers (e.g., welcome messages, on-hold information, after-hours messages).

Viewing Announcements

The announcements page lists all configured announcements with:

• Dial Code: The code used to access the announcement
• Name: The announcement's display name
• Audio Status: Whether audio has been recorded
• Redirect: If the announcement redirects to another destination after playing

Editing an Announcement

1. Click Edit on an announcement
2. Configure the following:

Audio Source Options

1. Record on Phone: Dial the announcement code from your phone and follow the prompts to record
2. Use Audio File: Select a pre-uploaded audio file from the system
3. Record on Browser: Use your computer's microphone to record directly in the portal
4. Text-to-Speech (if enabled): Type the announcement text and select a voice to generate audio automatically

Text-to-Speech Tips

• Keep messages clear and concise
• Use proper punctuation for natural pauses
• Select a voice that suits your organization's tone
• The script has a character limit — keep messages focused

Deleting Announcements

When deleting, you have three options:

• Delete All: Remove both the configuration and audio files
• Delete Configuration Only: Remove the configuration but keep audio files
• Delete Files Only: Remove audio files but keep the configuration

MeetMe Conferencing

Menu Location: Features > MeetMe Conferencing

MeetMe Conferencing allows you to set up conference rooms where multiple participants can join a call.

Viewing Conferences

The conference list shows:

• Conference Name: Display name
• Dial Code: The number to dial to join
• Welcome Announcement: The announcement played when joining

Editing a Conference

1. Click Edit on a conference
2. Configure:
   • Name: Conference display name (required)
   • Welcome Announcement: Select an announcement to play when participants join
   • Authorised Participants: Add external phone numbers that are allowed to join

Note: Only your system administrator can create new conferences, delete conferences, or change the maximum number of participants.

Authorised Participants

To restrict who can join a conference from external numbers:

1. Click Add Authorised Participant
2. Enter the external phone number
3. Only numbers in this list will be allowed to join from outside the system

Event Scheduler

Menu Location: Features > Event Scheduler

The Event Scheduler allows you to automate actions at specific times, such as activating call forwarding, changing announcements, or switching night mode.

Note: The Event Scheduler must be enabled by your system administrator. If you see a message that it hasn't been enabled, contact your administrator.

Profiles

Profiles define a date range during which events are active:

1. Click Add Profile
2. Enter:
   • Name: Profile name (e.g., "Christmas 2026")
   • Start Date: When the profile becomes active
   • End Date: When the profile expires (optional)
   • Comments: Notes about the profile
3. Click Save

Events

Events are scheduled actions within a profile:

1. Click Add Event within a profile
2. Configure:
   • Name: Event name
   • Schedule Type: Choose between a specific date or recurring days of the week
   • Time: When the event should trigger
   • Action Parameters: What the event should do (e.g., redirect a group, change an announcement)
3. Click Save

Testing Events

You can test an event immediately by clicking the Test button. This will execute the event's action right away, regardless of the schedule.

Tools

Audio Files

Menu Location: Tools > Audio Files

The Audio Files page lets you manage audio files used for announcements and music on hold.

File Categories

• Announcement: Audio files stored in the announcement directory
• Music on Hold (MoH): Audio files for hold music, organized into classes (MoH1 through MoH5)

Uploading Audio

1. Click Upload
2. Select the destination category (Announcement, MoH1-MoH5)
3. Enter a name for the file
4. Select the audio file from your computer
5. Choose a volume level:
   • 0.2: Default for music on hold
   • 0.6: Default for announcements
   • Higher values for louder playback
6. Click Upload

The system will automatically convert the audio to the correct formats for the phone system.

Managing Files

• Rename: Click the edit button to rename a file
• Duplicate: Create a copy of an existing file
• Delete: Remove a file (files in use by announcements cannot be deleted)
• Bulk Delete: Check multiple files and click Delete Selected

Note: Files that are currently in use by an announcement will show a usage indicator and cannot be deleted until the announcement is updated.

Phone Interaction

Menu Location: Tools > Phone Interaction

Phone Interaction allows you to remotely view and control Yealink desk phones on the system.

Using Phone Interaction

1. Select a phone from the dropdown (shows extension number and name)
2. The phone's screen will be displayed in the portal
3. Use the on-screen buttons to interact with the phone:
   • Line keys: Press line keys on the left and right sides
   • Navigation: Use directional buttons
   • Function keys: Access phone menus and features
4. Enter commands in the command field for advanced control

This is useful for:

• Remotely checking phone status
• Troubleshooting phone issues without being physically present
• Configuring phone settings remotely

Note: This feature only works with Yealink phones that are currently online and registered.

Features State

Menu Location: Tools > Features State

The Features State page allows you to toggle system-wide feature states.

Available States

Night Switch: Controls day/night mode for different groups

• ON (red): Night mode is active — calls follow night routing
• OFF (green): Day mode is active — calls follow day routing

All Group Busy: Sets all-busy state for groups

• ON (red): Group is set to busy — calls follow busy routing
• OFF (green): Group is operating normally

Toggling a State

1. Find the feature in the list
2. Click the ON/OFF button to toggle the state
3. The change takes effect immediately

Managing Individual User Settings

As a Customer Administrator, you can access and edit settings for any user on the system. Navigate to a user by clicking their extension in the Extensions page, or go to Settings and select a different extension.

Fields You Can Edit

In addition to all standard user settings, you have access to:

General Tab

Call Forwarding Tab

All standard call forwarding options, plus:

Silent Monitor Tab

Configure call monitoring relationships:

• Supervisor Recipients: Extensions this user can silently monitor
• Recipient Supervisors: Extensions that can silently monitor this user

Voicemail Tab

All standard voicemail settings, plus the ability to:

• Reset Mailbox: Clear all voicemail settings and messages for the user
• Change voicemail mailbox assignment: Point to a shared mailbox

Resyncing a Phone

After making changes that affect phone configuration, click Resync to push the changes to the user's desk phone immediately.

Common Scenarios

These walkthroughs cover tasks that Customer Administrators frequently need to perform. Each scenario spans multiple pages and references the concepts from How the System Works.

Setting Up After-Hours Routing

Goal: Callers hear a closed message and go to voicemail outside business hours.

Pages involved: Announcements, Audio Files, DIDs, Features State, (optionally) Event Scheduler

Steps:

1. Create the after-hours audio

   • Go to Audio Files and upload a recording, or go to Announcements and use Text-to-Speech or browser recording
   • Example message: "Thank you for calling Acme Corp. Our office is currently closed. Please leave a message after the tone."

2. Create or edit the after-hours announcement

   • Go to Announcements
   • Set the audio source to the file you just created
   • Set the Redirect to the voicemail extension (or a specific user's extension)

3. Configure the DID's night destination

   • Go to Direct Indials
   • Edit the relevant DID
   • Set Nightdest to the after-hours announcement's dial code
   • Note the Nightgroup number (e.g., 00)

4. Toggle night mode manually (if needed)

   • Go to Features State
   • Find the matching night switch group and toggle it ON

5. Automate with the Event Scheduler (optional)

   • Go to Event Scheduler
   • Create a profile (e.g., "Business Hours")
   • Add events to toggle the night switch ON at 5:00 PM and OFF at 8:30 AM on weekdays

Redirecting Calls for a Holiday Closure

Goal: All calls to the main number are temporarily redirected to a holiday message for a specific date range, without changing the permanent routing.

Pages involved: Announcements, Audio Files, DIDs

Steps:

1. Create a holiday announcement

   • Go to Announcements and create a new announcement (or edit an existing holiday one)
   • Record or generate the message: "Our office is closed for the holiday period from December 25th to January 2nd. We will return your call when we reopen."
   • Set the Redirect to voicemail or leave blank to hang up after the message

2. Set the alternate destination on the DID

   • Go to Direct Indials
   • Edit the main DID
   • In Daydest Alt, enter the holiday announcement's dial code
   • Click the date range field and set: Dec 25, 2026 00:00 to Jan 2, 2027 23:59
   • Select the correct timezone
   • Do the same for Nightdest Alt if you want the holiday message to override night routing too

3. No need to touch Features State — the alternate destination activates and deactivates automatically based on the date range

Tip: Set this up a few days in advance and verify the date range is correct. The alternate destination will automatically take priority during the specified period and revert when it expires.

Adding a New Team Member to Call Routing

Goal: A new employee has been set up by the system administrator. You need to configure their settings and add them to the appropriate groups.

Pages involved: Extensions, User Settings, Call Groups

Steps:

1. Configure the user's settings

   • Go to Extensions and click on the new user
   • Set their Name, Email, and Mobile number
   • Configure Simultaneous Ring (which devices should ring and in what order)
   • Set up Call Forwarding (e.g., CFN to voicemail or mobile after 20 seconds)
   • Configure Voicemail settings and PIN
   • Set the appropriate Pickup Groups so they can answer colleagues' phones
   • Click Save

2. Add them to the relevant call groups

   • Go to Call Groups
   • Edit each group they should be part of (e.g., Sales Ring Group, All Staff Page Group)
   • Add their extension number to the Members list
   • Click Save

3. Update the System Directory (if needed)

   • Go to System Directory
   • Add or verify their contact entry with name and phone numbers

4. Resync their phone

   • Go back to their user settings and click Resync to push the configuration to their desk phone

Investigating a Missed or Lost Call

Goal: A customer reports they called but nobody answered. You need to find out what happened.

Pages involved: Call Reporting, Call Groups, User Settings, Features State

Steps:

1. Find the call in Call Reporting

   • Go to Call Reporting
   • Filter by the caller's number or the approximate date/time
   • Click on the call record to view the Call Events

2. Trace the call path

   • The events will show each step: which DID received the call, which group or announcement it was routed to, which extensions were rung, and how the call ended
   • Look for:
     • Was the call answered? Check for an "answer" event
     • Did it ring the right group? Check the destination in the events
     • Did it ring the right extensions? Check which channels were created
     • How did it end? Look for "hangup" — was it caller hangup, timeout, or busy?

3. Check the likely causes based on what you find:

4. Fix the issue — based on your findings, update the relevant settings (forwarding, group members, night switch, DID routing)

Setting Up an IVR Menu

Goal: Callers to the main number hear a menu: "Press 1 for Sales, Press 2 for Support, Press 3 for Accounts."

Pages involved: Announcements, Audio Files, Call Groups (IVR), DIDs

Steps:

1. Create the IVR prompt announcement

   • Go to Announcements and create a new announcement
   • Record or generate: "Welcome to Acme Corp. Press 1 for Sales, Press 2 for Support, Press 3 for Accounts, or hold for reception."
   • Leave Redirect blank (the IVR handles routing)

2. Configure the IVR group

   • Go to Call Groups and edit the IVR
   • Set the Announcement to the prompt you just created
   • Configure each digit:
     • 1 → Sales Ring Group dial code
     • 2 → Support Hunt Group dial code
     • 3 → Accounts extension
     • Timeout → Reception extension (for callers who don't press anything)

3. Point the DID to the IVR

   • Go to Direct Indials
   • Edit the main number's DID
   • Set Daydest to the IVR's dial code

Bulk Updating the Company Directory

Goal: The company has hired several new staff or changed office numbers. You need to update the company-wide directory.

Pages involved: Directory Import, System Directory

Steps:

1. Export the current directory (if needed for reference)

   • Go to Directory Import and click Download Example CSV File to get the format

2. Prepare the CSV

   • Fill in all contacts (new and existing) following the template format
   • Include name, phone numbers, email, and organization details

3. Upload and import

   • Go to Directory Import
   • Upload the CSV file
   • Review the preview for errors
   • Click Write to Directory

Warning: The import replaces all existing contacts in the LDAP directory. Make sure your CSV includes everyone, not just the new additions.

4. Verify and supplement
   • Go to System Directory to verify key contacts appear correctly
   • Add any additional contacts that don't belong in the LDAP import (e.g., internal-only contacts)

Tips and Best Practices

Call Routing

• Test changes: After modifying groups or DIDs, make a test call to verify routing works correctly
• Document changes: Use the comment fields to note why changes were made
• Plan DID changes: Coordinate DID routing changes with your team to avoid disruption
• Use alternate destinations: Set up alternate DID destinations for holidays and closures in advance

Announcements

• Keep messages concise: Callers appreciate brief, clear announcements
• Update regularly: Review announcements periodically to ensure information is current
• Use TTS for drafts: Use text-to-speech to quickly test announcement wording before recording a professional version
• Backup audio: Before deleting announcement files, consider keeping backups

User Management

• Consistent naming: Use a consistent naming convention for extensions
• Call forwarding review: Periodically review system call forwards to ensure they're still appropriate
• Pickup groups: Organize pickup groups logically by team or department
• Call recording compliance: Ensure call recording settings comply with your organization's policies and local regulations

Event Scheduler

• Test before relying: Always test scheduled events before the actual date
• Set end dates: Use profile end dates to ensure temporary schedules don't persist indefinitely
• Document events: Use comments to explain what each event does and why

Troubleshooting

Common Issues

Cannot Edit Group Options

Problem: Some group fields appear as read-only.

Explanation: As a Customer Administrator, you can edit group members but not advanced options like External Caller ID, No Answer Destination, or Dial Options. Contact your system administrator to change these settings.

Cannot Create or Delete Groups

Problem: There is no "Add New" or "Delete" button on the groups page.

Explanation: Creating and deleting groups requires administrator access. Contact your system administrator.

DID Changes Not Taking Effect

Problem: After editing a DID, calls are still routing to the old destination.

Solutions:

• Verify the change was saved (check for a success message)
• Wait a few seconds for the change to propagate
• Check if there's an alternate destination with a date range that's overriding your setting
• Verify the night switch state matches your expected routing (day vs. night)

Audio File Upload Fails

Problem: Audio file upload shows an error.

Solutions:

• Ensure the file is in a supported format (WAV, MP3)
• Check that the file is not too large
• Verify the filename doesn't conflict with an existing file
• Try a different volume setting

Phone Interaction Not Working

Problem: Cannot see the phone screen or send commands.

Solutions:

• Verify the phone is a Yealink model
• Check that the phone is online and registered
• Try selecting the phone again from the dropdown
• The phone may be behind a network that blocks remote access

Event Scheduler Not Available

Problem: The Event Scheduler page shows a message that it hasn't been enabled.

Solution: Contact your system administrator to enable the Event Scheduler for your system.

Call Recording Not Available

Problem: Call recordings are not appearing in Call Reporting.

Solutions:

• Verify call recording is enabled for the relevant DID or extension
• Check the call recording type settings (incoming, outgoing, internal)
• Recording storage may be full — contact your system administrator

Getting Additional Help

If you encounter issues beyond what's covered here:

1. Check the User Guide: For standard user features, refer to docs/user-guide.md
2. Document the Problem: Note what you were trying to do, the page you were on, and any error messages
3. Contact Your System Administrator: Provide details including extension numbers and steps to reproduce the issue

Appendix: Feature Access Summary

For user-level features (Directory, Call Log, Voicemail, Settings, Password Management, Softphone Help), refer to the * User Guide*.

End of Customer Administrator Guide

For standard user features, refer to the User Guide. For system administration tasks, contact your system administrator.