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:
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.
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.
Supply details of your handset or softphone app and log in:
Set up device / handset details.
Supply details of the handset that the phone number is associated with. Where the handset is a digital device, this procedure may also log the phone number in to the handset.
Optionally, after setting up your handset details, 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 handset. This label will be visible in the phone number list and on the logged in device.
Set extension features.
Update phone number configurations that affect users, such as call settings or voicemail configuration.
Log out of handset.
If the phone number is logged in to one of the digital device types, you can log in and out of the handset remotely using the essensys Platform. Note: For these device types, log in happens when you set up your device / handset details.
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 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.
Occupier or Account name
The name of the organization whose telephony page this is.
The site that the devices are located at.
Enter this numeric code to enable non-emergency calling from handsets whose use is restricted using the authorization code dialing functionality.
Warning: Enabling the authorization code dialing functionality on a phone number, disables all Call Forwarding options.
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:
For more information, see Decommissioning an occupier.
Phone numbers list (bottom)
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.
Filter the list to include only those phone numbers with a particular status.
Note: You can only select statuses that are present in the unfiltered phone number list.
Filter the list to include only those phone numbers that are:
Export phone numbers
Download phone numbers to a CSV file.
The downloaded phone numbers include:
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 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.
Each phone number presented in the list has the following static details:
Phone number status
Status of this phone number.
For more information, see Phone number status reference.
The long number.
The internal extension number.
Indicates the assignment status of the phone number. Can be one of:
Warnings and information:
Warnings and status information about the phone number.
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:
Opens the view all details page for an active phone number.
Update the name (label):
Configure the handset details associated with this active phone number.
You must perform this task after you have activated a phone number.
Note: This process logs in automatically to digital devices. Users without digital devices will need to log in via their handset.
Configure the extension features associated with this active phone number.
Note: Includes enabling specifying voicemail settings, call forwarding, and call settings.
Enable softphone on this active and assigned phone number.
Where the active phone number is logged in to a digital handset (device details), log out from the handset and release the phone ID back into the pool of available IDs.
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.