VirtualPBX.Com tutorials expand on the "VirtualPBX User Guide" in a more conversational manner for special topics of interest to our users in order to give explicit instructions and examples of the use of certain features.

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General

All settings are only changed after the Submit button at the bottom has been clicked.

Automatic Call Distribution (ACD) Queue Activity

There are three ACD queues: Sales, Technical Support, and Overflow. There are 6, 3, and 7 employees respectively logged into each. Since 4 people are marked as Available in Sales, two people in the Sales queue are taking calls. Similarily one person is taking a Support call. There are no extensions in the queues marked as Unavailable, and there are no customers waiting in the queues.

System Extension List

This shows a list of the company employees, their extenstions, and the status of each extension. An extension owner's name will only appear in this list after he has set up his Extension Web-Management page for the first time. Notice that there are two extensions with System-Administrator privilidge, that three employees have their extensions marked as Unavailable (All calls automatically go to Voice Mail), and that various extensions are logged into the ACD (Sales, etc.) queues. The ACD operator extensions (491, 492, etc.) should always be marked Unavailable since they are only there for the queue's Voice Mail.

This company has had its employees log into the queues so that a customer almost never has to wait. They want nothing to do with the "Your-call-is-very-important-to-us" crowd. Employees are logged into the Sales and Support queues in numbers sufficient to handle the average call peaks, but there are seven employees logged into the Overflow queue. These seven go about their work; but should either Sales or Support become full, they will receive the Overflow call. Thus no customer ever has to wait in this company unless the in-bound traffic suddenly becomes unusually large.

Notice that with this VirtualPBX ACD queue structure, the company spends no extra money. This is because employees can be anywhere and go about their normal work when no call is there; and since they wish to speak with every caller, no addition time is spent.

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Miscellaneous Settings

The "Ring no answer timeout" setting determines the time that a number is tried before going on to the next number when "Follow-me-calling" is turned on.

The "DTMF directory listing type" determines whether the voice prompt asks the caller to spell the last name, the first name, or give the zip code.

It is possible to set the time that the call was received in the Envelope Voice or Fax Mail information to be either Pacific time or to be the caller's time zone.

Message Limits

These are the limits on Voice and Fax Mail storage as explained in the comments under the boxes.

SUBMIT BUTTON

The "Submit" button must be clicked to send any desired changes to the VirtualPBX system.

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