Overview: Voice container in Users (Console)

Console  > Account > Users > Overview: Voice container in Users (Console)

This article provides an overview of the Voice container on a user's configuration page in Console.

Overview

In Console, the Voice container on a user’s configuration page is where you configure general call settings for a user.

Voice container in the queue workspace

In Console, navigate to Account > Users > [User] > Voice container.

Some settings in the Voice container are also available to users via the Call Settings container in App. When a user changes any of these settings in App, the setting also changes in Console.

Note: A user's personal configuration overrides any setting set in the Voice container.

The following fields in the Voice container are configurable by a user from App:

If a user was set up with a template that defines Voice settings and the user changes any voice settings from App, then the user will become disconnected from the user template. This means that the updates to the template will no longer cascade down to the user.

Container breakdown

Voice container

Extension Calls Route To

Set the inbound route for calls made to the user's DID or extension. The following routing options are available:

Queue/Ring Group Calls Route To: 

The Queue/Ring Group Calls Route To menu is where you set the location for the system to ring when the system calls the user who is either in queue and/or in a ring group. These are the routing options for these types of calls:

User Queue

The User Queue menu is where you define which queue manages calls if the user decides to route DID and extension calls directly to a queue or if the user routes calls based on their user availability status to a queue. This menu can be connected to the Extension Calls Route To, Queue/Ring Group Calls Route To fields in the Voice container, and/or the Status Routing-Away, Status Routing-Busy, or Status Routing - Offline fields in the Status container. 

Note: If a queue is not defined in this field and the user configures their settings to route calls to 'Queue', the settings default to 'Endpoints' instead.

App Click To Call

The App Click To Call menu is where you define where a call is created when a user clicks on a phone number or extension in App. For example, this click-to-call functionality is used when clicking a coworker's extension in the directory, clicking a phone number in your softphone call history, etc. The App Click To Call menu includes two options for where the call is created:

FW Number (Forward Number)

The FW Number input field where you define the external phone number where the user is routing to for phone or queue calls. This field can be connected to the Extension Calls Route To, Queue/Ring Group Calls Route To fields in the Voice container, and/or the Status Routing-Away, Status Routing-Busy, or Status Routing - Offline fields in the Status container.

Ring Time (Seconds)

The Ring Time (Seconds) input field that controls how long the user's phone line rings before the call is automatically redirected, either to the user's voicemail for direct calls or back to the queue for interactions.

Call Recording

The Call Recording menu where you decide whether UC phone calls are recorded for the user. This relates to the call recording settings for inbound and outbound phone calls to the user's extension or DID. This menu includes the call recording options: 'Inbound', 'Outbound', 'Always', and 'None'. 

Note: This menu doesn't include the call recording settings for interactions managed in a queue. Those call recording settings are configured under the queue's settings (Console > Queues > [Queue] > Queue container.

Caller ID

The Caller ID menu is where you select the phone number that is displayed for the called party when the user calls out from their extension and/or DID.

Extension

The Extension input field is where you update and view the user's extension number.

The extension must be a unique number containing 3-6 digits and can’t contain non-numerical values.

Music On Hold

The Music On Hold menu allows you to define which audio file is played when this user places a softphone call on hold. The options in this menu include: 'Default' and any audio files that you've uploaded to your account. The menu is automatically set to 'Default' which plays the default music that comes with your account.

SIP Trunk 

The SIP Trunk menu allows you to assign a SIP Trunk (Session Initiation Protocol) to this user. SIP Trunks are first configured to your account by an administrator under the SIP Trunks workspace under the Account menu (Console > Account Sip Trunks). Once configured, they populate in this menu. This means that the menu options vary depending on the SIP Trunks configured to your account. If there isn't a SIP Trunk configured to your account, then this menu is blank.

SIP Translation

The SIP Translation field allows you to link an avaya.cx account extension to an existing PBX extension. Once linked, you will only receive calls on the PBX extension. You will no longer receive calls on the softphone extension.

You must route calls to SIP in the Extension Calls Route To field to enable SIP Translation.

For example, if your avaya.cx account extension is 107, but your existing PBX extension is 5101, input '5101' into the SIP Translation field. Any calls made to ext. 107 will be routed to your 5101 extension.

Use Case

Take a look at the settings in each field for a user who works in a queue that handles outbound voice interactions. An explanation for each setting is included below each setting.

Voice container configuration for use case

This is also important in case the user’s role changes and they do need to accept queue calls.

Voice container

Status container

Since none of these settings are set to ‘Queue’, this field can be left in its default ‘- -’ status. If any of these settings were to change to ‘Queue’ in the future, while this field was in its default ‘- -’ status, calls would be routed to endpoints.

When someone initiates a call to the user through the softphone directory, the call will ring the WebRTC (softphone) and any IP endpoints, like a desk phone, that are set up for the user. If ‘WebRTC’ was chosen instead of ‘Endpoints’, calls to the user initiated through the softphone directory would only route through the softphone, not through any IP endpoints.

Voice container

Status container

Since none of these settings are set to ‘FW Number’, this setting doesn’t need to be configured and can be left blank. If any of these settings were to change to ‘FW Number’ in the future, while this field was blank, calls would be routed to endpoints.

Ring Time is commonly set between 15-30 seconds.

When the user is working in their queue, the queue’s call recording settings apply. This means user Call Recording settings work independently of Queue Call Recording settings.