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.
The affected features are:
Speed dial
IVR (Interactive voice response or Auto attendant)
Conference numbers (conference bridge)
Hunt group
Site schedule
Call recording
Tips:
Telephony configuration changes that you can make yourself are described in:
You can also raise a ticket to request other voice configuration changes using the "Other support case" option.
Wherever this article indicates that you can add a "phone number", this could be a phone number, extension number, or international number. International numbers may need to be enabled and may attract different charges. For assistance, contact us.
This article describes how to make a request for essensys to update your Telephony configuration. Once the request is raised, you can monitor and manage the request using the standard Support pages. For more information, see Raise a support case.
Request telephony configuration changes
Accessing the Telephony page
To access the telephony details for a site:
Click Spaces in the main menu.
Select the <site name>.
Select the Telephony tab.
The full list of phone numbers for the selected site are displayed in the main editor.
To access the telephony details for the operator:
Click Account in the main menu.
Select the Telephony tab.
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:
Click Occupiers in the main menu.
Select the <occupier name>.
Select the Telephony tab.
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.
Request a telephony configuration change (raise a case)
From the top-right, click Request a telephony configuration change > <option>.
Note: This option is only available when the occupier or operator has one or more allocated phone numbers.Check the basic information for your new support case.
Note: Most fields are automatically populated with voice details; essensys need this information to be able to progress the case. For more information, see New support case details.Provide a Description that contains enough information for essensys to be able to action your request.
For details of the information you need to supply, see the <option> below:IVR (Interactive voice response or Auto attendant)
Other support case (for any other telephony query or issue)
Click Save.
The case is created in the essensys Platform for resolution by essensys. You will receive an email notification once the case is raised.
Tip: For some of the more complex configuration options you may need to reply to the notification email with more details.
New support case details
Most fields are populated automatically, and cannot be edited where one of the specific <options> (not "other support case") is selected. These fixed values ensure that the sufficient information is supplied to the essensys support team.
Field | Description |
Occupier / Operator name | The name of the organization associated with this case:
|
Contact | The name of the user that is raising the case in the essensys Platform. Note: This user will receive an email notification once the case is raised. |
Case area | Fixed value: Move changes. For "other support case", you can reset this value. |
Case reason | Fixed value: Voice. For "other support case", you can reset this value. |
Subject | Fixed value: Add <option> to voice service, where <option> is replaced with the selected voice service. Example: 'Add IVR to voice service'. For "other support case", you can reset this value. |
Description | You need to provide a description that contains sufficient details for essensys to set up your configuration correctly.
|
Further information
Once a case is created, you can monitor and add comments and attachments to it in the support pages. For details, see Raise a support case.
Tip: You can also raise a new Telephony case in the standard support case page. Refer to the values above to guide your selections.