How to Connect and Configure Phone Systems in HostedSuite
HostedSuite supports connecting to multiple types of phone systems.
To connect a phone system, please contact our support team for assistance with the configuration.
Once configured, you can create a new Phone System connection by navigating to Phones > Phone Systems.
Accessing Phone Systems
With an administrator account, you can access or edit the existing phone system configurations by following these steps:
-
In the Phones menu, select Phone Systems.
-
In the list of phone systems, click the name of the phone system you'd like to view.
Please check our list of compatible systems by clicking this link.
Common Settings
The following fields are common to all phone system configurations:
| Name | Description |
|---|---|
| Name | The name of this phone system (e.g., Dallas Mitel). |
| Run On Server | The server this phone system will connect from. Typically, there will be only one server per customer, but sometimes multiple copies of the server software will be installed at different CoLos. |
| Time Zone | The time zone that this phone system is in. This is used for determining the actual time of call records. |
| Centers | The center(s) that this phone system services. Select the center that this phone system services if there are multiple phone systems for different centers. Select each center if a single phone system is used for all centers. |
| Phone System Type | The type of phone system that HostedSuite will connect to. |
Phone System Specific Settings
Under the Connection and Devices sections, you will get different options based on the type of Phone System you select. For more information, see the phone system specific settings.
Settings Section
| Name | Description |
|---|---|
| External Calls Prefix | A digit to prepend external calls with, e.g., 9, typically left blank. |
| # Call Boxes | The number of call boxes to show in the console (6 is recommended). |
| Shared Call Visibility | Determines how/when shared calls are displayed after being answered by another operator in phone systems where calls are shared on lines. |
| Play Ring on Incoming Call | Check this if you want the browser to play a ringtone on incoming calls. Requires Adobe Flash to be installed. |
| Simulate Blind Transfer for Internal/External Numbers | ADVANCED - leave unchecked. |
| Show Window on Screen Pop | Determines whether the browser will "pop" on an incoming call. See Browser_Popping for more information. |
| Clear Screen on Hangup | When checked, HostedSuite will clear the client's information from the screen when a call is disconnected. |
Screen Pop Settings Section
| Name | Description |
|---|---|
| Identify Callers from Database | When checked, HostedSuite will attempt to identify incoming callers from the database. |
| Screen Pop on Caller Name | When checked, the Caller Name field for the incoming call is used to find a client to pop. |
| Screen Pop on Caller Number | When checked, the Caller Number (ANI) for the incoming call is used to find a client to pop. |
| Screen Pop on Trunk | When checked, the incoming trunk for the incoming call is used to find a client to pop. Currently only supported on Intertel (Serial). |
| Screen Pop Delimiter | The character in the screen pop data used to find the actual screen pop. For example, if Screen Pop on Caller Name is checked and the incoming caller name looks like "EVOTECH - 5551212" where EVOTECH is the screen pop, you would use a "-" as the screen pop delimiter. |
| Screen Pop Pattern | A regular expression used to match the screen pop from the screen pop field. This is an advanced setting and should only be set by Evo Technologies support. |