Any organization (the operator or their occupiers) that is located at a site may have multiple phone numbers. Each phone number: can be associated with a device (perhaps a handset on a particular user's desk or available in a shared area), may be used via a softphone app, can be assigned to a particular user or team member, and so on.

Each phone number also has frequently configured settings (extension features), including call and voicemail settings. Note: Many of these settings can also be configured on the experience apps or directly on the device.

Configure a phone number

Before you begin

The occupier or operator must have at least one allocated phone number in the RESERVED state. See Allocate phone numbers.
The occupier or operator needs sufficient available telephony services to allow activation. See Add services.

Accessing phone number details

Access the phone number details for either the operator or an occupier:
- To access the telephony details for the operator:
  1. Click Account in the main menu.
  2. Select the Telephony tab.
  3. Select the <site>.
    The main number and the list of phone numbers that have been allocated (reserved) for the operator are visible in the main editor.
- To access the telephony details for an occupier:
  1. Click Occupiers in the main menu.
  2. Select the <occupier name>.
  3. Select the Telephony tab.
  4. Select the <site>.
    The main number and the list of phone numbers that have been allocated (reserved) for this occupier are visible in the main editor.
If the list of phone numbers is not visible (the number of phone numbers is presented), click the drop-down icon.
Hover your cursor over a row to view the configuration options for that phone number.

Tip: You can search for and filter the phone numbers in this view using the fields to the right of "PHONE NUMBERS". You can also download a CSV file containing details of all visible phone numbers. For more information, see Filters.

Activate a phone number and log in to a handset

Information: You can change all of the phone number settings over the lifetime of the device, but these are the settings that you need to configure to get your phone into service with the default configuration (minimum first steps).

Activate a phone number.
If a phone number is currently in the RESERVED state, but you want to use it to consume voice services, you need to activate it. Only a phone number in the ACTIVE state can be used to consume voice services.
Note: If your phone numbers were automatically allocated in response to adding a voice service, they will already be ACTIVE and will not need to be activated.
Log in to a handset or set up and log in to a softphone app:
1. Log in to a handset:
  - Where the handset is a digital device, log the phone number in to the handset remotely from the essensys Platform. For instructions, see Login/Logout from handset.
  - Where the handset is not a digital device, log the phone number in to the handset manually.
2. Enable softphone.
  Optionally, you can enable a softphone app. This allows occupier users or account team members to make and receive calls from anywhere in the world using their assigned phone number.

The phone number should be activated and in use with the default configuration at this point.

Configure a phone number

These are the phone number settings that will typically be updated a number of times over the phone number's lifetime. Many of these settings can be updated on the handset as well as using the essensys Platform.

Assign a phone number to a user or team member.
Assign an active phone number to a particular occupier user or operator team member.
Assignment typically indicates that the phone number is associated with a device on a particular user's desk, that they use to make and receive calls.
Supply a name (label) for the phone number.
Use a two-part name to identify (or label) a phone number/handset. This label will be visible in the phone number list and on the logged in device.
Set phone number features.
Update phone number configurations that affect users, such as call settings or voicemail configuration.
Reset PIN.
Reset the PIN to the Default PIN value. This PIN is used to access this phone number's voicemail mail box, device handset, and voice portal.

Note: You can also view a summary of the settings associated with the active phone number. See View all phone number details.

Phone numbers - static list

The Occupier or Account Telephony pages show the list of phone numbers for an occupier or account at a selected site.

Occupier or Account Telephony details (top)

At the top of the page are read-only details that are specific to the organization (occupier or operator) at the selected site.

Field	Description
Occupier or Account name	The name of the organization whose telephony page this is.
Site name	The site that the devices are located at.
Conferencing	A Conference bridge allows a group of people to participate in a conference call from their own phone line anywhere in the world. The bridge works like a virtual meeting room, with participants calling in to the shared phone number and then typing a specific ID and PIN to enter a conference call (virtual meeting room) with other callers. For more information about conferencing, including steps to add or modify your details, see Conference numbers. Note: This option is only available when the occupier or operator has one or more allocated phone numbers.
Call recording	Shows a list of phone numbers that currently have call recording enabled. Calls to these numbers are recorded, and the recordings are stored for a time-limited period. For more information about call recording, including steps to add or modify your details, see Call recording. Note: This option is only available when the occupier or operator has one or more allocated phone numbers.
Request a telephony configuration change	There are a number of complex telephony configurations that can be set up or updated in essensys Platform on your behalf. In each case, you will raise a telephony support case in essensys Platform with the correct data to allow us to set the configuration up for you. Note: This option is only available when the occupier or operator has one or more allocated phone numbers.
Authorization code	Enter this numeric code to enable non-emergency calling from handsets whose use is restricted using the authorization code dialing functionality. Notes: The authorization code dialing functionality is enabled on one or more handsets in the phone settings, or by contacting essensys. Users cannot make standard outbound calls from restricted handsets without entering the authorization code. Calls to Reception and Emergency numbers are unaffected. This functionality is most useful for phones that are placed in communal areas. Warning: Enabling the authorization code dialing functionality on a phone number, disables all Call Forwarding options. Note: This code is only available when the occupier or operator has the authorization code functionality enabled at this site.
Decommission status: Decommissioned Decommission pending Decommission failed	If you see any of the decommission statuses at the top-right of the Occupiers > Telephony page, the occupier is being or has been decommissioned: If there are phone numbers in this page, the decommission has not completed and the numbers are not yet fully deallocated. All controls relating to the numbers are disabled. If there are no phone numbers in this page, the numbers have been deallocated from the occupier and set into the cooldown state as part of the decommission process. The site search facility is disabled. For more information, see Decommissioning an occupier.

Phone numbers list (bottom)

Filters (top-right)

Note: Filters are cumulative. This means that selecting to show only Active phone numbers and only Assigned numbers results in you seeing those phone numbers that are both Active and Assigned.

Field	Description
Status filter: All statuses <status name>	Filter the list to include only those phone numbers with a particular status. All statuses - includes phone numbers in any of the possible statuses. That is, it does not filter the results. <status name> - Select to filter the list to show only phone numbers in a particular state. For details of possible phone number statuses: Phone number status reference. Note: You can only select statuses that are present in the unfiltered phone number list.
Assignment filter: Show all Assigned Unassigned	Filter the list to include only those phone numbers that are: Assigned to a particular user or team member. Unassigned. That is, not assigned to a particular user or team member.
Export phone numbers	Download phone numbers to a CSV file. The downloaded phone numbers include: The main number. The phone number list, with the filters selected on the page applied. Example: If you have filtered the page to show only Reserved phone numbers, the exported CSV will contain details of the main number and all of the reserved phone numbers.
Search	Search the list of phone numbers for either the whole value or partial value of the phone number. Tip: Do not include any spaces in the searched number.

Static details

Each phone number presented in the list has the following static details:

Field	Description
Phone number status	Status of this phone number. For more information, see Phone number status reference.
Phone number	The long number. Note: This is typically a number for a desk phone at the organization.
Extension	The internal extension number.
Assignment: Unassigned <Link> Text	Indicates the assignment status of the phone number. Can be one of: Unassigned - The phone number is not assigned to an occupier user or operator team member. <Link> - The phone number is assigned to either an occupier user or operator team member. The linked text is the name of the assigned user or the handset label/name. Click to open the user details page. Text - The phone number is not assigned to a user or team member. The text is the handset label/name.
Warnings and information: Update in progress User locked out	Warnings and status information about the phone number. Update in progress indicates that a requested change to the phone number is in progress. Click Refresh to refresh the page. User locked out indicates that the phone number is locked and cannot be allocated to a different occupier or operator. Tip: If an update is in progress for an extended period, you can view details of the tasks and raise a support case (if necessary) in Operations > Tasks.

Phone number controls (buttons)

Each phone number presented on this page may have the following buttons or controls to enable changes:

Field	Description
View telephone details	Opens the view all details page for an active phone number.
Assign phone number to a user or team member: Assign Unassign	Assign active phone number to an occupier user or operator team member. Unassign an assigned phone number.
Name the handset	Update the name / label associated with the active phone number. This label is used in essensys Platform: Where an active phone number is not assigned to a user or team member. Where an active phone number is assigned to a user or team member. In this case it appears in place of the user or team member name. This label is also displayed on the device itself.
Device set up	View the handset details associated with this active phone number. Tip: You can see the device types for each of your handsets, and the MAC addresses that identify non-digital device types here. Contact us about changes to the device set up.
Phone number features	Configure the phone number features associated with this active phone number. Note: Includes specifying voicemail, call forwarding, and call settings.
Enable softphone	Enable softphone on this active and assigned phone number.
Login/Logout from the Handset	Where the active phone number is associated with a digital handset you can: Log in to the handset. Allow the user of a particular handset to receive calls to this phone number. Log out of the handset. Stop calls to the phone number being routed to the handset. This releases the phone ID back into the pool of available IDs so that the handset can be associated with another phone number. Tip: Only digital (flex) device types enable this remote log in functionality. You can check your device type in the device set up page.
Reset PIN	Reset the PIN for logging in to the voicemail mail box, device handset, and voice portal for this phone number. This action sets the PIN back to the Default PIN value.
Activate the phone number for use: Activate Deactivate	Activate reserved phone number. Deactivate active, unassigned, phone number.

essensys Platform - Telephony

essensys Platform - Telephony - Phone number details - Activate

essensys Platform - Telephony - Phone number details - Assign to a user or team member

essensys Platform - Telephony - Phone number details - Enable softphone

essensys Platform - Telephony - Phone number details - View all details