Home / Clearly CloudPBX / Client Level

Client Level


 

Client level login is where most of the PBX related call flow settings are handled for Clearly Cloud.  The Client Level is linked to a Customer or Entity and belongs under a Reseller.

Underneath Client are the Users/Extensions for that Client, the user can log in at a User Level.

  • Reseller Login
    • Client Login
      • User Login

 

Logging In

  • Navigate to your perspective URL on where your Client is hosted, for example, https://w.clearlyip.cloud. Login with your Username and Password. Your Cloud URL, Username and Password were emailed to you from our Portal when you signed up for this Client Location. You can retrieve the the Cloud URL and Username from the Clearly Portal at https://trunking.clearlyip.com under the Location and use the forgot password link on the Login URL if you are not sure of your Password.
  • Once Logged in, you will see all the Client’s information that you logged in as.

My Account (Changing your Login Details)

  • Click on the My Account menu option
  • Account - From here, you can change your First and Last Name, Email Address, which is also your Login username.

  • Password - Here is where you can change your Client level password.

  • OTP - Here is where you can enable (One Time Password) or also know as (2 Factor Login) for a user.  The supported ways for OTP is 
    • SMS - Provide a SMS capable number that after your login with your username and password we will send a SMS with your One Time Password as the additional login factor.

    • Email - Provide a Email Address that after your login with your username and password we will send a Email with your One Time Password as the additional login factor.

    • Authenticator App - Download and install on your Mobile or Compute the Authenticator app which is a 3rd party 2 Factor Login app and scan the QR code generated here from your app.

    • Backup Codes - Clicking this button will reveal backup codes that you can store somewhere safe to be used in the event that you are not able to use your 2 Factory option above such as loosing your Cell Phone if you are setup with SMS as your 2 Factor.


  • SIP - Here is where we can see our Client Realm and Outbound Proxy for this client in the event you need to register a SIP device manually. 

Limited Clients

  • Limited Clients allow you to create additional Client Logins and set what they can see from a menu perspective in CloudPBX.
  • Click on the Limited Client menu Option.
  • From here, you can create, view, and edit existing Limited Clients
    • For Each Limited Client, you can provide the following information.
      • Main Tab
        • First and Last Name - First and Last Name of this Limited Client.
        • Email - This is the Email address we will use for password reset and also the username to login as this limited user.
        • Language - Select your Language from the drop-down for the Web GUI
        • Password - Set or Change the password.

      • Disable a Feature
        • From here, you can pick which menus are disabled for the Client from the Client GUI by checking the box next to each menu you want to restrict the Limited Client from seeing when logged in.

      • Restrict Departments

 

Users

  • Users are utilized in 2 ways in CloudPBX.  A user has a login to the End User Level login for CloudPBX and Call Panel. A user is also set up with an extension on the CloudPBX that allows them to connect one or more Desk or SoftPhone to the CloudPBX Client they are under.
  • Click on the Limited Client menu Option.
  • From here, you can create, view, and edit existing Users.
  • To log in as a User into the User Level login, you can highlight any user and click on the Connect As User button at the top. You will now be logged in as that end User and can see all the things that the user would see as outlined in the documentation here for a User Level login
    • When creating or editing a User, the User Settings are broken into numerous sections as outlined here:
      • General
        • Contact Information
          • First and Last Name - First and Last Name of this User
        • User Settings
          • Email - This is the Email address we will use for a password reset. This is also the username to login as this user into the CloudPBX Web Interface as an End User, Call Panel, and Clearly Anywhere mobile app.
          • Profile - What Profile this User is linked to for permissions. See Profile Section for more explanation on how profiles work.
          • Web Interface Password - Set the password used for this User to Login to the CloudPBX Web Interface as an End User, Call Panel, and the Clearly Anywhere mobile app.
          • Voicemail Pin - Voicemail Numeric only password for accessing this user’s extension voicemail box.
          • Department - Optionally link this user to a Department. See Department Section for more information on how Departments work
          • Language - Pick from which Language the Web GUI will be shown in a drop-down of support languages.
          • Phone Settings
          • Extension - What Extension number you want to assign for this user.
          • SIP Password - The SIP Password for this extension. If you generate a new one, all devices for this extension will need to be re-provisioned with the updated SIP password.

      • Advanced
        • Caller ID
          • Internal Caller ID Name - The Caller ID Name is used by default when an extension calls another extension on the system
          • Internal Caller ID Number - The Caller ID Number is used by default when an extension calls another extension on the system.
          • External Caller ID Name - The Caller ID Name is used by default when an extension calls an outside number. If this is not set, the user will use the Global Caller ID set for this Client in the Settings module as outlined here.
          • External Caller ID Number - The Caller ID Number used by default when an extension calls an outside number. If this is not set, the user will use the Global Caller ID set for this Client in the Settings module as outlined here.
        • Time Zone - User’s time zone. Used for Voicemail, Time Stamp purposes, and Call Details when logged in as a User, not a Client.
        • Custom Destination on Unavailable - By default, if the user does not answer an inbound call to their extension, the caller will be directed to the user’s unavailable voicemail greeting. You can override that destination to be any PBX destination instead of the user’s voicemail box, including a different user’s voicemail box.
        • Custom Destination Busy - By default, if the user does not answer an inbound call to their extension and they are on ANOTHER call, the caller will be directed to the user’s busy voicemail greeting. You can override that destination to be any PBX destination instead of the user’s voicemail box, including a different user’s voicemail box.
        • Voicemail Option 0 Destination - While a user is leaving a voicemail, they have an option of pressing 0 to be connected to an operator. Here is where you can override the Client level default Destination if someone presses 0 from the voicemail system. The Client Level Global default Destination is defined in the Settings module as outlined below.
        • Emergency Calls - Here is where we define the Caller ID handling when someone calls 911.
          • Use Default Emergency Caller ID - If enabled, this user will use the Global Emergency settings for Call-back Profiles and Dispatchable Locations as defined in the Settings module below.
          • Default Callback Profile - If not using the Default Emergency Caller ID settings above, here is where you can pick from a list of Call-back Profiles that have been created for your Client. For more information on Emergency Call-back Profiles, please review the Emergency Caller ID module below here.
          • Default Dispatchable Location - If not using the Default Emergency Caller ID settings above, this is where you can pick from a list of Dispatchable Locations that have been created for your Client. For more information on Dispatchable Location, please review the Emergency Caller ID module below here.
        • Dial Timeout - How many seconds to try and call the user before timing out to the Unavailable Destination, which by default is the Users Voicemail box unless defined differently above in the setting.
        • Exclude from directory - Exclude this user from the built in Dial By Name Directory.  For more information on the Directory click here.

      • Status
        • Status
          • Forward Number - This lets you define a phone number you want all calls forwarded to. If blank, then you have no call forwarding enabled, and callers will ring your extension.
          • Follow Me Number - This lets you define one or more numbers you want to be called when your extension is called.
          • Do Not Disturb - If set to Off, inbound callers will reach your devices. If set to On, all inbound callers will be sent right to your busy voicemail greeting.
          • Call Waiting - If set to On and you are on an active call already, and an additional call comes for your user in that call will be sent to your extension as an additional new call. If turned Off and you are on an active call, and an additional call comes in for your user, the caller will be sent to your busy voicemail greeting.

        • Follow Me Settings
          • Press 1 to Accept the Call - If a call is sent to an external number such as your Cell Phone, this will require you to press 1 before the caller is transferred upon you answering the call from your external number. This is done to keep the caller from going to your cell phone voicemail box if your cell phone is turned off or out of range.
          • Use Company CallerID - When calling an external phone number, the system will send the Inbound Callers Caller ID as the outbound call, thereby passing the caller’s ID to the final destination. Turning this setting on will force the system to override that with the user’s external Caller ID (Your company number or an extension) that your Client Admin has setup for your user.
          • Delay between devices - This is how long we should wait before calling your FollowMe list of numbers. If you set this to a setting like 5 seconds, then the first 5 seconds will be just your desk phone ringing, and only if you do not answer after 5 seconds will it start to ring the numbers in your Follow Me list above.
          • Ring Timeout - How long to call all the numbers in the Follow Me list above before giving up and sending the call to your Users voicemail box.

      • Whitelist
        • Extension List - The white list allows you to define a list of extensions allowed to dial this user. Only the extensions listed here are allowed to dial this user. If empty, anybody can dial this user.

      • Voicemail
        • Voicemail Settings
          • Voicemail Limit - Here, you can set how many voicemail messages a specific user can store in their voicemail box. This number is pulled from the Voicemail Limit field in the Client level Settings module as outlined here. This field becomes an override to that global setting; if you change it here, it will override the global client setting.
          • Disable VM Rotate - By default, if the user reaches the voicemail limit, the system will delete the oldest voicemail each time a new voicemail is left. Enabling this option will disable this feature, and a user will not be able to receive new voicemails once they reach this limit until they delete some of their existing voicemails.
        • Voicemail To Email
          • Enable Notification - Enable the ability to get Notifications for new voicemails through email.
          • Use Login Email - This will set up voicemail to email notifications to just the Email address of this user and an attachment of the actual voicemail file. If you enable this, you can only send it to this email address; if you want to send it to more than one email address, you need to use the “Send notification to” field below instead. If you enable this, the “Send notification to” field will be hidden.
          • Send notification to - Provide a custom list of email addresses to send voicemail to email notifications to. If you define more than one here, separate them by commas.
          • Send short notification to - Provide a list of email addresses to send voicemail notifications without attaching a copy of the voicemail as an attachment.
          • Delete voicemail after notification - If enabled, the voicemail message will be deleted once the email notification has been sent from the CloudPBX system.
          • Enable Transcription - If enabled, your voicemail file will be sent to a 3rd party transcription API service to transcribe the audio file and include a transcription of the voicemail in the email notification above.
          • Enable Translation - If enabled, the above Transcription will be translated to French.

      • Permissions

Permissions

Permissions Overview

  • Permissions are primarily used to determine what level of access a User has in Call Panel but can also be used by the CloudPBX API to interact as a User with our APIs. So some Permission Rules that seem odd for Call Panel exist as they are generic permissions for our documented API that you can use to interact as a User.
  • Permission rules are created every time a new User, Queue, or Conference Room is created for your Client.
  • Once a Permission rule has been created, you have to apply that rule to a Permission Group that users will inherit as shown below or at a per User level as shown above in the User Overview as an override to the Permission Group.

Click on the Permission menu option.
  • From here, we can see a list of all of our permissions that have been created.

Permission Rules

Permission Rules

  • Each time a User, Queue, or Conference Room is created for your Client, a rule for that specific User, Queue, and Conference Room will be auto-created here for you.
  • For each rule, you can define the following information:
    • Permission Name - Name of this permission Rule
    • Permission Module - What feature module this rule applies to
    • Permission Rule - What action this rule for that module applies to. For example, if it’s for a conference room, you might set this as a rule that says users in the call panel that have this rule in their permission group can call the conference as defined in the value field below. The most common Rules are the four below.
      • The most common Rules are the four below.
        • Write - This means the user can edit, create, or delete for the module above using the API for all the module’s destinations the rule is for.
        • Read - This means the user can view the module above using the API for all the module’s destinations the rule is for.

        • Write_For - This means the user can edit, create or delete within the module above using the API for the specific destination as defined in the Value field.

        • Read_For - This means the user can view the module above using the API for the specific destination as defined in the Value field.

    • Value - Drop-down to select which User, Conf Room, Queue, or other destination this rule applies would enable or disable that global permission.

  • A example of some rules to help better understand the Permission Rules are

    • Conference Rooms

      • Let’s say we have the following two conference rooms created for this Client.

        • Test Conference 1001

        • Test 2 Conference 1002

      • This would generate the following rules automatically for the Conference Room module.

        • Conferences - read - This would allow any user setup for this permission to Read the settings related to this Client’s conference rooms.

        • conferences - read for - <1002> Test 2 - This would allow any user setup for this permission to Read the settings related to conference room 1002

        • conferences - read for - <1001> Test - This would enable any user to set up for this permission to Read the settings related to conference room 1001

        • conferences - write - This would allow any user setup for this permission to Edit, Delete or Create ALL conference rooms of this Client.

        • conferences - write for - <1002> Test 2 - This would allow any user setup for this permission to Edit or Delete the settings related to conference room 1002

        • conferences - write for - <1001> Test - This would allow any user setup for this permission to Edit or Delete the settings related to conference room 1001

        • conferences - callconference - This would enable any user to set up for this permission to Call ANY conference room for this Client from Call Panel or the API

        • conferences - callconference_for - <1002> Test 2 - This would allow any user setup for this permission to Call conference room 1002 from Call Panel or the API

        • conferences - callconference_for - <1001> Test - This would enable any user to set up for this permission to Call conference room 1001 from Call Panel or the API

        • conferences – co-invite - This would allow any user setup for this permission to Invite Callers into ANY conference room for this Client from Call Panel or the API

        • conferences - confinvite_for - <1002> Test 2 - This would allow any user setup for this permission to Invite Callers into conference room 1002 from Call Panel or the API

        • conferences - confinvite_for - <1001> Test - This would allow any user setup for this permission to Invite Callers into conference room 1001 from Call Panel or the API

Permission Groups

Permission Groups Overview

  • Here is where we take different permissions, put them into groups, and pick which users are part of this permission group.
  • If you have two conflicting permissions, the most restrictive one will win out.
    • An example of this we will use below is for conference rooms. Let’s say in our example company we have 2 General Conference rooms created.

      • Test Conference 1001

      • Test 2 Conference 1002

    • The system would of created the following 3 Read rules automatically for conference rooms

      • conferences - read for - <1002> Test 2

      • conferences - read for - <1001> Test

      • conferences - read

    • If we added the following two rules in the Permission Group, we would only view the 1001 conference room, not the 1002, as the 1001 is more restrictive than the generic “conferences - read” rule 1002 would not be shown.

      • conferences - read for - <1001> Test

      • conferences - read

    • If the Permission Group had just the following rule, all users of this permission group could see ALL conference rooms on the system as we do not have a more restrictive rule limiting a conference room.

      • conferences - read

Click on the Permission Groups menu Option.

  • From here, we can see a list of all of our Permission Groups that are created.

Managing Permission Groups

  • Creating or Editing an existing Permission Group will bring up a screen like this.
  • From here, we can move Users into this permission group under the Users > Select Section. Users added to Selected will be part of this Permission Group. Users in the Available Group are not part of this Permission Group but can be moved to the Selected heading to be part of this Group.
  • Under the Permissions section, we can see under the Available Heading a list of all Permissions that can be moved to the Selected Heading and be part of this Permission Group.
  • Press Save when done to save these changes

Destination Aliases

  • From this page, you can assign an extension number to a destination. You will then be able to dial the extension number or transfer a call to this number to call the destination directly.
  • Destination Aliases are usually used for Destinations that do not have their own extension numbers, but you want to be able to dial them directly from a Phone.
  • Click on the Destination Aliases menu Option.
  • You will now see a list of existing Destination Aliases for this Client and will see some included ones that we auto-create for you.
  • From here, you can Add, Delete or Edit any Alias. In our example, we will add a new Destination Alias for our Queue to transfer callers from our Desk Phone directly into the Sales Queue that we already set up on the system for this Client. Click on the Add Alias button at the top.
  • Provide an Extension Number that can be dialed to use this Alias.
  • Pick the Destination of Queue, and then the Sales Queue and press Apply to save your changes. You can now dial 908 from your phone to reach the Sales Queue.

Call Details

  • This page contains the logs of every call made or received from every extension. You can filter calls by using the search fields and export the log to a spreadsheet. CDR export to CSV is limited to 100 000 records.
  • Click on the Call Details menu Option.
  • From here, we can see information on each call, such as
    • Date and Time, Duration, User involved in the call, and Caller ID of who they were on a call with.

  • If the call were set up to be recorded, you would see the following Play Icon to play the Call Recording.
  • If the call were NOT set up to be recorded, you would see the following Grey out Icon showing you the call was not recorded.

You can also highlight any Call Record and click on the Download Recording or Delete Recording button above.

Active Calls

  • Click on the Active Calls menu Option
  • This page will show you all active calls on the system for this Client at anytime. This page does auto-refresh every 5 seconds to get you the most current Active Calls at anytime.

Emergency Caller ID

  • Emergency Caller ID is broken into two tabs at the top.

    • Call-back Profile - Has a Call Back Phone Number and Company Name. When calling 911, your Client tells us which Emergency Call Back Profile and which Emergency Dispatchable Location we send to the 911 center for each call. A single Call Back Profile can have one or more Dispatchable Locations associated with it. The Call Back Profile is how the 911 center can know the Caller ID of who is calling them and where they can call back if need be, and the Emergency Dispatchable Location tells the 911 center where you are physically located.

    • Dispatchable Locations - This is a unique Physical Address. When calling 911, we send the Emergency Call Back Profile and the Emergency Dispatchable Location to the PSAP. You can have a single Call Back Profile as defined above and 5 Dispatchable Locations. For example, each Location would be a different identifier or address such as “Northeast Corner” or “Suite 5” or “2nd Floor West Wing”; but all part of the same primary address/building with the same Call-Back Number that is in the Call Back Profile below.

  • The information in these tabs is auto-created and controlled by the Emergency services you have purchased for this Client from the Clearly Cloud Portal.

  • This module will not let you edit any of the Emergency Caller ID information, which can only be done from the Clearly Cloud Portal account.

  • From here, we can see a list of what Call-back Profiles and Dispatchable Locations we have set up, and from within the User Settings, as outlined above here, you can map each user to their correct location.

  • You can also set a Global Call-back Profile and Dispatchable Location for each Client that all users will use by default unless overridden at a User Settings level, as shown in the Settings Section below

  • Click on the Emergency Caller ID menu Option.

Conferences

  • This page allows you to create audio conference rooms that are available to users and outside callers. To access a conference, simply dial the conference extension number and enter the PIN, or you can route callers through DIDs or IVRs into specific Conference rooms.
  • You do not need to create a conference room for each user as they receive a personal conference room already. They can see their personal conference room details when they log into Clearly Cloud at a User Level or into Call Panel.
  • Click on the Conferences menu Option.
  • From here you can see all the non Personal conference rooms that are setup for this Client.
  • You can edit or delete any conference room by highlighting the conference room and pressing the edit or delete buttons at the top.
  • For each conference room, you can set the following details.
    • Name - Friendly Name for this Conference Room.
    • Extension - Extension Number for this Conference Room. Once set up, you will be able to dial this Conference Room extension number to join the conference or transfer callers to it.
    • Admin PIN - PIN for when a Admin user joins, so we know they are a Admin User and not a Non-Admin User
    • User PIN - Pin for when a Non-Admin user joins the call, so we know they are not an Admin User.
    • Max Participants - Maximum number of Callers allowed in this Conference Room at any one time.
    • Wait for Admin - If enabled, non-Admin Users will be left on hold until the Admin User joins the Conference Room. They will not be able to hear each other or participate in the Conference Room until a user calls in and uses the Admin PIN to join the conference.
    • Announce Join/Leave - When enabled, this will prompt each user to state their Name on joining, and it will play the User’s Name when they enter and leave the conference.
    • Denoise - Attempts to remove background noise from the Conference Room; this action may also remove valid callers trying to talk.
    • Music When Empty - Enabling this will play MOH when only one caller is in the Conference Room, so they do not get just dead air otherwise since no other callers have joined yet.
    • MOH - Which Music On Hold category of music should be played. MOH Categories are managed in the Music On Hold section below.
    • Announce User Count - If enabled, will announce the number of users in the conference room to the caller when they enter.
    • Announce User Count To All - If enabled, this will announce the number of users in the conference room to the Caller and all Users already in the Conference room each time a user joins.
    • Announce Only User - If enabled, it will play the number of users in the conference room only if the conference room was empty before the user calling in.
    • Announcement - Set an Audio File that can be played to the user when they join the conference room.
  • Press the Save button when done to save your changes.

Video Conferences

  • Video Conferences is a licensed add-on for your Client and is currently considered an Early Preview release.
  • Click on the Video Conferences menu Option

DID

  • This section will display to you all the Phone Numbers that have been purchased for this Client. You can not add Numbers here direct. All Numbers here are provided by the Clearly Cloud Portal, where you can buy numbers and cancel numbers at any time.
  • This module allows you to route all purchased DIDs to the specific destinations on your PBX, such as Users, Queues, IVRs, or Time Conditions.
  • Click on the DID menu Option
  • From here, you will see a list of all DIDs (Phone Numbers) that are set up for your Client and where they are currently routing to.
  • You can highlight any Number and Press the Edit button to edit the details of the number.
  • For each number, you can edit the following fields.
    • Name - A friendly descriptive name for this number
    • Prefix - Allows you set a Caller ID Name prefix added to all calls that come in from this DID.
    • Language – Choose which language sound prompts you want to use for any system recordings that are played when this DID is routed to a recording that is set up with more than one language support.
    • Destination - The module you want to route this call to, for example, Conferences, Ring Groups, Queues, Extensions, or any other destination module.
    • Target - Which specific Target within the destination you want to route the call to. For example, if you picked Conferences as the destination, we could pick which Conference Room the call is routing to.
  • Press the Apply button when done to save your changes.
  • To cancel a Number, or purchase new Numbers review the documentation on Clearly Cloud Portal

Departments

  • Departments let you group users into Departments. They work together with Limited Clients as outlined above to restrict what Users and Queues a Limited Client can see when logging in.
  • When creating a User, as outlined in this document, you can pick which Department they belong to.
  • When creating a Queue as outlined in this document, you can optionally pick what Department the Queue belongs to.
  • Click on the Departments menu Option
  • From here, you can see a list of all Departments that have been created, and you can see how many Users and Queues are linked to each Department.
  • You can edit or delete any Department by highlighting the Department and pressing the edit or delete buttons at the top.
  • Pressing the Add Department button will let you create a Department by simply giving the Department a name and pressing the Apply button 

Ring Groups

  • Ring Groups allows you to create a grouping of extensions or external phones that can be called at once by dialing the Ring Group’s extension number or routing calls to the Ring Group from IVRs or DIDs.
  • Click on the Ring Groups menu Option
  • From here, you can see a list of all the Ring Groups that are set up for this Client.
  • You can edit or delete any Ring Group by highlighting the Ring Group and pressing the edit or delete buttons at the top.
  • When creating a Ring Group, you can set the following options for each Ring Group
    • Group Name - Friendly Name for this Ring Group

    • Group Extension - Which extension number is assigned to this Ring Group so you can call it directly from your phone or transfer callers to this Ring Group.

    • Ring Strategy

      • Ring All - Will call all numbers in the list below simultaneously for the duration of time that has been specified in the Dial Timeout field. If no one answers the call, the caller will be routed to the Failure Destination below.

      • Hunt - Will call all of the numbers in the list below one at a time for the duration of time specified in the Dial Timeout field. If no one answers the call, the caller will be routed to the Failure Destination below.

    • Dial Timeout - Time in seconds to ring the numbers in the list below. If nobody answers the call during that set time, the caller will be routed to the Failure Destination below.

    • Caller ID Prefix - A prefix added to the Caller ID Name sent to the extension in the list below.

      • This is a great way to know where the call came from. For example, the Sales Ring Group, by adding Sales here and to the Caller ID name portion of the inbound Caller ID, will be prefixed with the word “Sales” when it calls the extensions below

    • Extensions In The Group - What extensions or external phone numbers are part of this Ring Group and will be dialed when a Caller is routed to this Ring Group. Separate each number by a comma.

    • Allow Forward - If an extension in this list has Call Forward enabled should we honor the Call Forward rules when someone is routed to that extension from this Ring Group.

    • User Company Caller ID - If enabled, the system will use the Client’s primary Caller ID when calling the external phone number. If not enabled, it will pass the Caller ID of the inbound call to the External Phone number. This is only used when calling External Phone numbers, not internal extensions. Internal Extensions will always show the Caller ID of who called into the Ring Group.

    • Failure Destination – Determines where to send the caller if nobody in the Number list of Extensions and External Numbers answers the call after the Dial Timeout period.
  • Press the Apply button to save your changes

Time Conditions

  • From this page, you can create automated schedules for handling calls based on time of day. Once you have a Time Condition created, you will need to route your calls into the Time Condition from places like DIDs or IVRs.
  • Click on the Time Conditions menu Option
  • From here, you will see the Time Conditions you have created
  • You can edit or delete any Time Condition by highlighting the Time Condition and pressing the edit or delete buttons at the top.
  • Press the Add Time Condition button to create a new Time Condition
  • Within a Time Condition, you will have 3 Tabs as explained below
    • Settings
    • Planning
    • Exceptions
  • Settings Tab - These are your general settings for this Time Condition, such as Name and where to route calls to when the Time Condition is matched and unmatched
    • Name - Name this Time Condition for your reference.
    • Use time condition for follow-me - If this is enabled, then this Time Condition will not have True and False Destinations and will be used by End Users to set their Follow Me to tie to this Time Condition. The logic would be anything that matches True will turn off Follow Me, and anything that matches False would turn on Follow Me for that user. It is a way for an End User to force their Follow Me to only be enabled outside business hours. Only an End User can set their Follow Me to honor the Time Condition if the Time Condition is Enabled for this through the End User login.
    • Conditions True Destination - Where to route the caller to if this Time Condition is matched
    • Conditions False Destination - Where to route the caller to if this Time Condition is unmatched
    • Enabled - Enable or disable this time condition. If disabled, the call will always be sent to the True Destination
  • Planning Tab - Here is where the logic is applied to determine if the caller should go to the True or False Destination.
    • Weekdays Conditions - This is where we define our Open and Close hours on a per day of the week basis of Monday thru Sunday.
      • Click on each day of the week, and you can set the Start and End Times. If you are closed for a period like a Lunch Break, you can define that Start and End time for a Break, and that time will be considered closed.
      • You can click on the Closed button to quickly mark the whole day as closed.
      • Anytime a caller makes a call that falls between your Closed time, it will be matched to the False Destination, and any calls that fall between your Open time will be matched to the True Destination.
      • Date Range - Here, you can optionally set specific Start and End Dates indicating when this Time Condition will be active. If you leave this blank, it will apply to all days of each year.

If you wanted to set this only to be active for January 1st thru March 31st, 2021, you could set the Start and End dates here. All calls received here after March 31st would automatically go to the False destination. All calls received between January 1st and March 31st, 2021, would be matched to True destination.

  • Exception Tab - The exceptions list allows you to provide exceptions to the standard Planning Weekdays Conditions described before. This is mainly used to define specific days of the year, such as a holiday, that you would be closed all day.
    • From here, you can define the Date and the Start and End time for that date that you will be closed. Unlike Planning Weekdays Conditions, the Start and End times will match the False Destination, not the True Destination, since this is an exception rule.
    • You can define one or more Exception rules here

Calling Queues

  •  
  • If you need a solution to manage incoming calls and have customers waiting on the line until an agent picks up the call, you can create a Calling Queue entry. This will allow you to have multiple calls on hold, queued by first-in, first-out order until agents become available.
    Queues consist of:
    • Incoming calls being placed in the Queue

    • Agents that answer the Queue

    • A strategy for how to handle the Queue and divide calls between agents

    • Music played while waiting in the Queue

    • Agents are the extensions or users answering the calls that have been placed into a specific queue. An agent logs in, indicating that they are now ready to take calls. An inbound call is sent to a queue, which is then transferred to an available agent.
    • Click on the Calling Queues menu Option
    • We will now see a list of Calling Queues that are set up on this Client. This list will include which agents are members of that Queue and those current agents’ current state.
      • You can edit or delete any Queue by highlighting the Queue and pressing the edit or delete buttons at the top.
      • Pressing the Add button will allow us to create a new Queue

      • For each Queue, we have the following settings broken into the following tabs

        • General

        • Advanced

        • Timing

        • Capacity

        • Position Announcements

        • Periodic Announcements

      • General Tab

        • Identification

          • Name - Name for this Queue

          • Agents - Agents who are part of this Queue and can Log In, Log Out, Pause, and Unpause

          • Department - Optional Department this Queue belongs to. See the Department section of this documentation for more information on how Departments are used.

        • General Options

          • Strategy - Here, you can pick which Ring Strategy the Queue will use to try and call the agents.

            • Ringall - Will ring all agents logged into the Queue and not paused and not on a active call

            • Leastrecent - Ring the single-agent who least recently hung up a call in this Queue

            • Fewest calls - Ring the single-agent with the fewest completed calls in this Queue. 

            • Random - Will pick a random agent to call, and if they do not answer in the Agent Timeout time, try another random agent until the Queue Timeout is met.

            • rrmemory - Take turns ringing each Agent while remembers where the last pass was left off.

            • wrandom - Ring a random agent, but uses the Agent’s penalty when calculating their metric (low penalty = high chance of ringing)

          • Auto Fill - If enabled and you have more than one caller in Queue waiting for an agent, the system will attempt to deliver more than one call at a time to available agents. If you disable this, the system will only try to find a free agent for one caller at a time.

          • Queue Timeout - How long in seconds the caller can wait in Queue to have their call answered before sending the caller to the Fail-over Destination

          • Queue Weight - If an agent belongs to more than 1 Queue, the Queue with a higher weight will attempt to deliver the call to agents with queues that have a higher weight.

          • Ring Mode - If enabled, ringing will be played versus Music On Hold

          • Pick a music on hold group - What MOH group of files to play while a caller is waiting on hold. See the MOH section for more information on how to control MOH files.

          • Prefix - Caller ID Name prefix that will be added to all inbound calls when ringing the Agent.

        • Fail-over Destination

          • Destination - Destination to route the caller to if the call is not answered before the Queue Timeout setting above.

        • Destination on press a key

          • Destination - Destination to route caller too if they press any key on their phone while on hold. This destination only works if you have a Periodic Announcements set as defined below and only works while that announcement is being played.
      • Advanced Tab
        • Auto Pause - If an agent does not answer a queue call, we can auto-pause that Agent based on the options below.
          • No - If an agent does not answer a queue call, we will NOT auto-pause them.
          • Yes - If an agent does not answer a queue call, we WILL auto-pause them only in the Queue they missed the call in.
          • All - If an agent does not answer a queue call, we WILL auto-pause them in ALL queues they are logged into.
        • Auto Pause Delay - If using auto-pause above by default, an agent missing a single queue call will kick in auto-pause. Here you can set a delay that says the Agent must have been idle for X seconds since they last accepted a queue call before they will be auto paused.
        • Ring In Use - If enabled, the Queue will send an agent on an active call, an additional attempt of a new call. If disabled, the Queue will attempt not to send additional calls to agents on active queue calls.
        • Allow Forward - If a user has call forwarding enabled and this option is checked, the Queue will follow the user’s call forwarding settings.
        • Shared Last Call - If enabled, this will allow the system to honor wrap up times across multiple queues by sharing the last call info of agents across all queues for agents who are logged into more than one Queue at a time.
        • Use Company CallerID - If calling an agent is an External number and not an Extension on the system, checking this box will force the Caller ID to be the companies Global Caller ID, defined in the Settings module outline here. If this is not enabled, the system will set the Caller ID as the incoming caller’s Caller ID information.
      • Timing Tab
        • Agent Timeout - How long to ring the Agent for in seconds before trying the next Agent or Group of agents based on the Ring Strategy as defined above
        • Retry Delay - How long to wait between trying a new agent in seconds after the Agent Timeout above is met.
        • Connection Delay - Do you want to add a delay in seconds after an agent answers an incoming queue call before connecting the caller to the Agent.
        • Wrap Up Time - After an Agent has hung up with a queued caller, how long in seconds do we want to wait before trying to send that Agent another queue call.
        • Capacity Tab
          • Max Callers - Maximum number of callers who are allowed to be waiting in the Queue for an agent. 0 means unlimited. If set to a number, and that number is met, any new callers trying to join the Queue will be routed to the Fail-Over Destination of that Queue.
          • Join Empty - Can a caller join a queue if it has no agents logged in to the Queue. If not enabled and a caller tries to join a queue with no agents logged in, the caller will be routed to the Fail-Over Destination of the Queue
          • Leave When Empty - If all agents log out of the Queue and the Queue still has callers waiting in Queue enabling, this will cause all abandoned callers to be routed to the Fail-Over Destination of the Queue once all agents have logged out of the Queue.
          • Position Announcements Tab - This option will play to the callers waiting in queue things like their Estimated Hold Time and their current position in Queue.
            • Announce Frequency - How often in seconds should we announce the below settings
            • Announce Hold Time - Each time this announcement runs based on the frequency defined above, do you want to inform the caller of the estimated hold time.
              • Yes - Setting to yes will have it play the estimated hold time each time the Announcement Frequency runs
              • No - Setting to No will have it never play the estimated hold time.
              • Once - Setting to One will only announce the estimated hold time the first time the announcement happens and will not announce the hold time each frequency after that.
            • Announce Position - Here, we can define if we want to announce the caller’s position in the Queue based on the Frequency settings above.
              • Yes - Will announce to the caller their current position in the Queue each time based on the Announce Frequency above.
              • No - Will never announce to the caller their current position in Queue.
              • Limit - Will only announce the caller’s position in Queue if their position is below the Announce Position Limit set below.
              • More - Behaves like Yes option above except if the Position of the Caller is higher than the Announce Position Limit below the system will only say there are more than X callers waiting in Queue ahead of you with X being the Announce Position Limit below.
              • Announce Position Limit - A numeric value used with the Announce Position setting above when set to Limit or More.
          • Periodic Announcements Tab - This option will allow playing custom periodic announcements for callers waiting in Queue. Periodic announcements are played only when there are two and more users in Queue.
            • Announcement - Pick which announcement you want playing to the callers on a period basis. The drop-down of Announcements is controlled through the Announcement module on your CloudPBX, as documented here.
            • Frequency in seconds - How often in seconds should this announcement be played.
            • Relative frequency - By default, the frequency in seconds above will take that setting and subtract the length of your announcement. If this is enabled, it will take the frequency in seconds and add on the announcement length on how often to play the announcement to callers.

      Queue Member Pause Codes

      •  
      • Click on the Queue Member Pause Codes menu Option

      Queue Reports

      •  
      • Click on the Queue Reports menu Option

      Digital Receptionists (IVR)

      • A digital receptionist (or Interactive Voice Response, IVR) is an automated telephony system that interacts with users on the phone. It allows a caller to pick any IVR entry to route calls to specific destinations of the PBX.

      • When creating an IVR, you will need to record an announcement that is played to the caller, instructing them of the options they have to pick from. See below on how you set up an announcement.

      • Click on the Digital Receptionists menu Option
      • From here, you can see a list of all the IVRs that are set up for this Client
      • Highlighting a IVR allows you to edit or delete the IVR using the buttons at the top
      • Click on the Add Digital Receptionist button at the top to create a new IVR.
      • The IVR feature is broken into 3 tabs at the top
         
      • Main Tab - This contains information about the IVR, such as announcements to play and different settings that apply to the whole OVR
      • Invalid/Timeout Tab - Where to send the caller to if they enter a invalid option or no option at all after the timeout settings from the Main Tab
      • Options Tab – Shows what input options the IVR has, such as Press 1 for Sales and 2 for Support, and how those options are routed.
        • Main Tab
          • Name - Name of your new IVR
          • Pre-Announcement - Announcement that is played right before the Main Announcement below. You can pick from any created Announcement on the system
          • Main Announcement - Main Announcement that is played to the caller instructing the caller on the options that can dial. You can pick from any created Announcement on the system
          • Allow Extension Dial - If enabled, a caller can dial any user extension directly from this IVR.
          • Allow Destination Alias Dial - If enabled, a caller can dial any Destination Alias setup for this Client from this IVR; without having to create an option in the IVR explicitly for that Destination Alias.
          • Allow Conference Dial - If enabled, a caller can dial any Conference Room Number setup for this Client from this IVR without creating an option in the IVR explicitly for that Conference Room.
          • Allows Personal Conference Dial - If enabled, a caller can dial any Personal Conference Room Number set up for this Client from this IVR without creating an option in the IVR explicitly for that Personal Conference Room.
          • Allow Ring Group Dial - If enabled, a caller can dial any ring group setup for this Client from this IVR without creating an option in the IVR explicitly for that Ring Group.
          • Delay - How long to wait after the announcement has been played in seconds, before considering the caller Timed out and going to the timeout option.
          • Repeat - How many times to let them loop through the announcement without pressing any valid option before considering the caller Timed out and going to the timeout option.
          • Invalid Message - Optional message to play to a caller if they press an invalid option before routing them to the Invalid call handling option as defined in the Invalid/Timeout Tab below.
          • Timeout Message - Optional message to play to a caller if they press an invalid option before routing them to the Invalid call handling option as defined in the Invalid/Timeout Tab below.
          • Prefix - You can optionally provide a Caller ID Name prefix here that will be added to the Caller ID Name when the call is routed to an extension on the CloudPBX.
        • Invalid/Timeout Tab

          • Timeout Destination - Where to route the caller to if the Timeout Delay and Repeat settings has been met from the Main tab without the caller inputting any options

            • Destination - What module you want to route this call to, such as Conferences, Ring Groups, Queues, Extensions, or any other destination module.

            • Target - What specific Target within the destination you want to route the call to. For example, if you picked Conferences as the destination, we would pick which Conference Room the call is routing to.

            • Return to IVR - If checked, this option will replay the IVR message and ignore the Destination and Target

          • Invalid - Where to route the caller to if they press an invalid entry from the IVR.

            • Destination - What module you want to route this call to, such as Conferences, Ring Groups, Queues, Extensions, or any other destination module.

            • Target - What specific Target within the destination you want to route the call to. For example, if you picked Conferences as the destination, we would pick which Conference Room the call is routing to.

            • Return to IVR - If checked, this option will replay the IVR message and ignore the Destination and Target.

        • Options Tab - Click on Add Option button to add a new option or click on any existing option and press the Edit or Delete button to Edit or Delete the option.
          • Adding or Editing a Option will allow you to set the following fields:
            • Input - This is the number dialed on the keypad that will match to this entry
            • Prefix - You can optionally provide a Caller ID Name prefix added to the Caller ID Name when the call is routed to an extension on the CloudPBX if the caller pressed this option.
            • Destination - Determines which module you want to route this call to, such as Conferences, Ring Groups, Queues, Extensions, or any other destination module.
            • Target - What specific Target within the destination you want to route the call to. For example, if you picked Conferences as the destination, we would choose which Conference Room the call is routing to.
            • Return to IVR - If checked, this option will replay the IVR message and ignore the Destination and Target. This is used when you want to give your IVR an option; like to hear your options again, press 9.

      Announcements

      • Announcements are where we manage all the audio files that we would play to a caller, such as our Digital Receptionist/IVRs or other modules that can play an audio file.
      • You can create Announcements in 3 different ways.

        • Upload a WAV file

        • Use Text to Speech application built into your CloudPBX

        • Record through your phone by calling *60

      • Click on the Announcements menu Option.
      • You can see a list of all the Announcements set up for this Client, and if anything is using the announcement.

      • Click on the Add Announcement button
        • Browse on your local computer to the WAV file you want to upload and name this Announcement and press Upload when done.

      Add Announcement using Text to Speech

      • Click the Add Text To Speech Announcement
      • Provide the following information
        • Name - Name the Announcement file we will create using Text to Speech
        • Voice Type - Pick from different male and female voices we have available.
        • Text Type - Usually Plain Text, but if you want to handle special breaks and formatting, you can use Speech Synthesis Markup Language (SSML) as documented here
        • Speed - Normally left at the default speed, you can increase the speed to make it play the audio faster.
        • Pitch - Here, you can change the audio pitch used on the voice if you want.
        • Volume - here, you can increase or decrease the volume level you want to record the announcement.
        • Text to Speech - Here is where you define the Text you want us to convert to Speech using all the settings above.
      • If you press the Build and Listen button, you can listen to the announcement before having it saved as a local announcement by pressing Apply.

        • You can tweak your settings above and press the Build and Listen button, and once happy with all the settings, press Apply to save this announcement.

      Record Greeting through your phone

      • From your phone, you can dial *60, which will prompt you to record your announcement. 
      • You will receive instructions on how to start the recording and save it. 
      • Once saved, it will playback the PIN for the recording you just saved
      • You can now navigate to the Announcement tab here and view and rename the announcement based on the PIN saved for this new announcement by highlighting the new announcement and pressing the Edit Announcement button.

      Music On Hold (MOH)

      • The Music On Hold menu option allows you to manage the MP3 files used for Music On Hold, also known as MOH.
      • You can listen to existing MOH files, delete or add new ones and group your MOH files into Groups that can be used in places like Calling Queues and Conference Rooms to pick which MOH files are played.
      • The Default group contains the audio file(s) that will be played when a caller is put on hold by all the users under the client account. 
      • Click on the Music On Hold menu Option.
      • From here, you can see a list of all MOH files that have been uploaded for your Client
        |
      • Highlighting a MOH file allows you to edit, delete or Listen to the MOH file using the buttons at the top
      • When creating a new MOH file, you can set the following fields:
        • MP3 File - Here is where you browse onto your local computer and pick the MP3 file you want to upload.
        • Name - Provide a friendly name for this MOH file.
        • Group Name - When adding a new MOH file, you can define what Group the file belongs to, and inside Calling Queues and Conference Rooms, you can specify the Group they will use. The Default group is used by all Users of this Client when putting a caller on hold or park.
        • Volume - The level you want this file to be played to the caller.
      • To listen to an existing file, you can highlight it from your list of MOH files and press the Stream/Download button


      Dial Profiles

      • With a regular expression, you can define a set of extensions blocked for a given user profile. User Profiles are created at a Reseller Level and shared with a Client. Only your Reseller can create new User Profiles. The users assigned to this profile won’t be able to call the extensions defined by the regular expression. Double-click an item in the list to edit it. When you are done, click ‘Apply’ to save your modifications.

      • Click on the Dial Profiles menu Option
      • Click the Add button at the top
      • This will add a new row for you.
      • You can now Name this Dial Pattern rule, pick which User Profile group it applies to, and in the extension (s) To Group-define what extensions the users of this User Profile are blocked from calling.
      • Press the Update button to save your changes

      External Extensions

      •  
      • If you are a client that has more than one Client on CloudPBX, here is where we can set up the ability to allow calling between extensions on two different clients. To set this up, you will need to know the Extension Range and Realm of the other Client you want to dial directly from your extensions.

      • Click on the External Extensions menu Option.

      External Extension > Ranges Tab

      • Here we can see a list of Extension Ranges we have setup that match to other Clients on CloudPBX you want to be able to direct dial their extension from your extension
      • Highlighting a Extension Range allows you to edit or delete that Extension Range using the buttons at the top
      • Clicking on the Add button will let us create a new range
      • Below are the fields we need information on to set this up
        • Name - Friendly Name on this Extension Range. Usually, something that identifies who the other Client is you are creating this pairing with.
        • From Extension - The start of the extension range
        • To Extension - The end of the extension range.
        • Destination Realm - The Full realm of the Client these extensions belong to on the same CloudPBX that you are on. If you are not sure what the realm is of the other Client, you will need to log in as that Client into CloudPBX and look at the top of the page where it shows Logged in as XXX and XXX is that Clients Realm.
        • Prefix - What prefix you will dial to match to this range. For example I will put 99 here which means to call any of the users in this range on this realm I would dial 99102 to call 102 on this realm

      External Extension > Detail Tab

  • We can see all the actual extensions and prefixes we can dial based on the Range groups created above on this tab.

Feature Codes

  • Here you can see a list of this Client’s feature codes that users can dial.
  • Click on the Feature Codes menu Option.
  • You will now see a list of all feature codes, click on any of them to change the feature code.
  • In addition to the editable feature codes, the following feature codes are available
    • direct voicemail call 
      • *EXT
    • call pickup
      • **EXT
    • chan spy
      • ***EXT

Dial Patterns

  • Click on the Dial Patterns menu Option
  • From here you can add rules like adding an area code to 7-digit numbers for users that aren't accustomed to dialing with an area code.
    1. Matching Expression = "^\d{7}$"
    2. Substitution Expression = "^([0-9]{7})$"
    3. Replacement Expression = "1920\1"
     Cloud7Digit

Inbound Call Rules

  • From this page, you can manage your inbound call filtering rules based on the caller’s Caller ID through a regular expression. If caller ID matches your condition, your call will be redirected to destination true; otherwise, to destination false. For this rule to be applied, you have to route an inbound DID to this new rule.
  • Click on the Inbound Call Rules menu Option
  • From here we can see a list of Rule that we have created on this Client already.
  • To add a new rule click on the Add Button
  • For each rule, you can define the following fields.
    • Name - Provide a friendly Name for this filter.
    • Match Caller ID Number - Provide the Caller ID Number in regex form to match against the Caller ID of the incoming call.
    • Destination if the condition is true - If the inbound Caller ID number matches against this regex, we will route the call to this destination
    • Caller ID Prefix if the condition is true -  If the inbound Caller ID number matches against this regex, we can optionally prepend the Caller ID Name of the caller with this field.
    • Destination if the condition is false -  If the inbound Caller ID number does NOT matches against this regex, we will route the call to this destination
    • Caller ID Prefix if the condition is false - If the inbound Caller ID number does NOT match against this regex, we can optionally prepend the Caller ID Name of the caller with this field.
  • Press the Apply Button to save your changes
  • Now that we have a rule, we need to go into an inbound DID record and route the call through this rule by picking the destination to be Inbound Filtering and the Target to be this new rule we just created for the DID we want this rule applied against.

Phone Numbers to Block

  • On this page, you can provide Phone Numbers you want to block from calling you. It’s a Black List per Client of numbers to block.
  • Click on the Phone Numbers to Block menu Option.
  • From here, you can see a list of existing Numbers that are being blocked
  • You can highlight any number to edit or delete the block with the buttons at the top
  • Pressing the Add Phone Number to Block button will allow you to block a new number
  • Provide the phone number you want to block and press the Save button

Toggle Destinations

  • From this page, you can manage your destination toggles. Toggle destination has two destinations of Target A and Target B; you can switch from one to another with the following two options
    • by dialing *44*ID (you can find the ID in this grid)
      • from this page by clicking the arrow button
      • You can see which mode you are in at any time by looking at the rule and seeing if Destination A or B is highlighted in Green. The Green one is the active mode

Click on the Toggle Destinations menu Option

  • From here we can see a list of existing Toggles we have created and what mode they are in and switch the mode as outlined above.
  • Highlighting an existing Toggle will let you use the Edit and Delete buttons at the top for that Toggle
  • Press the Add Destination Toggle button to create a new Toggle
  • From here you give the Toggle a name and pick the two destinations you want to be able to manually switch between.
  • Press the Save button when done
  • Now that we have a Toggle Destination created, we need to go into an inbound DID record. We want to route the call through this Toggle by picking the destination, Destination Toggle, and Target to be this new Toggle we just created for the DID we want this rule applied against.

Voicemail Broadcasts

  • From here, you can send an audio recording directly to the voicemail boxes of selected users. 

  • Click on the Voicemail Broadcasts menu Option.

  • You can either send an audio file to a specific user’s voicemail boxes or create a Mailing List. A Mailing List lets you send audio files by picking the list you have made and uploading the audio file without defining the voicemail boxes each time.

Sending a Voicemail Broadcast

  • You can click on any Mailing List group to have it auto-populate the Select Users list on who will get the voicemail message you want to send. You can manually move Users from the Available Users list to the Selected Users list.
  • Once you have one or more users in the Select User list, you can use the Select Wav file button to upload the audio file you want to send to all the users.
  • Press the Apply button to send the voicemail file.
  • You will get a pop up notification showing the Voicemail Broadcast is sending.

My Mailing List

  • From here, we can Create, Edit, or Delete a predefined Mailing List that contains groups of users that you can quickly send blast voicemail messages to.
  • Click that Add button under My Mailing List
  • Provide a name for the Mailing list and press the Apply button
  • Click on the Mailing List name to highlight it
  • Now under the Available and Select Users list, move over the users from the Available Users list to the Selected Users list for all the users you want to be part of your new Mailing List we just created.
  • Press the Save button to save those users to the List you highlighted.

Custom Caller ID

  • From this page, you set up a custom caller id based on a prefix. This allows you to change the outbound caller ID sent by calling the number you want to dial but adding the prefix in front of the number first. 
  • Click on the Customer Caller ID menu Option
  • From here we will see a list of Caller ID rules that have already been created.
  • Highlighting an existing Caller ID rule will let you use the Edit and Delete buttons at the top for that Custom Caller ID rule
  • Click on the Add Customer Caller ID button to create a new Caller ID rule
  • From here, we can define the following information for each rule
    • Rule Name - A friendly name to identify this Caller ID rule
    • Phone Number to Display - This will be the Phone Number we set as your Caller ID Number when this rule is used.
    • Name to Display - This will be the Name we set as your Caller ID Name when this rule is used
    • Prefix - This is the prefix the user will dial to match this rule. For example, if I set this prefix to 999, then any time I call a number but add a 999 in front of the number I am calling, this rule will apply to that number.
    • Destination -If you leave this blank, then the rule will apply to all numbers that match the prefix when making an outbound call. If you set a number here, the rule will only apply to that phone number you define here.
  • Press the Apply button to save your changes

Settings

  • The settings section for a Client is where many different general settings are set and can be viewed and changed.

  • Click on the Settings menu Option

  • The settings section is broken into three tabs of information

    • General

    • Caller ID

    • Preferences

  • General Tab
    • Language - you can pick the default language you want the GUI to be shown in for this Client
    • Available Destinations - Will show the Number prefixes such as Area Codes for US and Canada that this Client is set up with to dial. This is read-only, and only your Reseller or Clearly IP can change these settings.
    • Voicemail Option 0 Default Destination - While a user is leaving a voicemail, they have an option of pressing 0 to be connected to an operator. Here is where you define what the destination is if someone presses 0 from the voicemail system. This destination is a global destination that all Users will use unless, at the user level, you override this option on a per User basis as outlined here.

  • Caller ID Tab

    • Default External Caller ID

      • Name - The Caller ID Name that is used by default when an extension calls an outside number. This can be overridden at a per User level, but this is the default if the user has no override set.

      • Number - The Caller ID Number that is used by default when an extension calls an outside number. This can be overridden at a per User level, but this is the default if the user has no override set.

    • Default Emergency Caller ID - The drop-downs here are provided by the Emergency Caller ID module of your CloudPBX

      • Default Callback Profile - This Lets you pick which Call-back Profile is the default to be used when an extension calls 911. This can be overridden at a per User level, but this is the default if the user has no override set.

      • Default Dispatchable Location – This lets you pick which Dispatchable Location is the default to be used when an extension calls 911. This can be overridden at a per User level, but this is the default if the user has no override set. 

    • Subnet & Caller ID - This lets you set different External Caller IDs based on the device's IP Address network making a call.

      • Anything set here will override what the user has set and the Default External Caller ID defined above.
    • Preferences Tab - This Lets you set a bunch of more advanced settings related to the Client, as outlined below
      • Voicemail File Limit - The number of voicemails a user can store at any time. If this number is reached, no new voicemails will be able to be left for the user.
      • Default Post Greeting Vm Instructions - Enabling this will have the system play the following message after your personal voicemail greeting is played to the caller. “Please leave your message after the tone, when done hang up or press the pound key’"
      • Use the busy message rather than the unavailable message in your user's voicemailbox. - If this is enabled, it will force all callers who reach your user's voicemail boxes to hear only the busy message. This allows your users to only record one voicemail greeting versus recording one greeting for unavailable and one for busy.
      • International PIN Dialing - Enabling this will require your users when calling a International Number to enter their voicemail password before they can complete the outbound international call
      • Set up your parking extension - Here is where we define the extension number that we transfer calls to when we want to park a caller. This feature will set aside ten slots for parking, starting after the parking extension. For instance, if the parking extension is 700, 701 to 710 will be set aside as parking slots.
      • Parking Timeout - How long in seconds can a caller sit in parking before the call is considered timeout with nobody picking up the parked call. The system will return the parked caller to the person that parked the call.

Phone Registration Status

  • Here we can see a list of all active registered phones and devices for this client domain
  • Click on the Phone Registration Status menu Option

Phone Registration Logs

  • Here is a log output of all SIP registration attempts to register against your Client Domain
  • Click on the Phone Registration Logs menu Option
  • Here we can view and search all SIP registration attempts for this client domain. A status of 1 means it was successful in registration

Sign Out

  • To Sign Out from the Client portal Click on the Sign Out menu Option
  • You will now be signed out and taken back to a Login page

Below are Guides that do not relate to specific menu options in Clearly Cloud but help expand on specific features.

Dial By Name Directory

  • The Dial By Name Directory known as "Directory" can be set as a destination in your IVR.   It allows a caller to enter the first 3 or more letters of a users first or last name and the system will prompt the caller back with all users who match that entry who is not excluded from the Directory.
  • Inside the Advanced Tab of a User you can exclude the User from being included in the Directory as outlined here.


  • To route an inbound Caller to the Directory we will add an option in the digital receptionist module of your Clearly Cloud system by modify your digital receptionist and adding a new option routed to the Directory.  You can review more in-depth documentation on the Digital Receptionist here.


  • Now when a caller reached your IVR and presses option 3 they will be prompted to Enter the first 3 letters of the users first or last name and all matches will be played back and the caller will be prompted to pick one of the matches or continue entering more letters.  
    • By default the system will play back the users voicemail name if recorded for each match and if no Voicemail Name is recorded it will spell the users first and last name.

 Bulk Import Users with CSV

  • If you need to create a large amount of users you can use the Import feature under the User Tab to bulk import from CSV your users.  
  • Navigate to the Users menu option and click on the Import button


  • Click on the Select CSV file button and pick from your local computer the CSV file you want to import from

  • Click on the import button and the system will now import all the users from your CSV.  If any errors are found they will be displayed below

  • For a sample Import file we recommend that you create a User manually in the GUI and than use the Export button to export the existing users to use as a guide when importing new users.


  • When importing a new user you will leave the ID field blank in the CSV and the system will auto generate the ID field.   On your export when you open the file you will see in row 1 a header of all the fields.  Any column in the header with a * is a required field that you must provide when importing.




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