A queueing system is the most-used PBX service where users take the calls determined by the set call strategy - so a group of users are receiving calls incoming to the queue based on a set strategy. See our video below on how to create a new queue and edit its settings, or refer to the step-by-step guide below it!

How to create a queue

To create a queue... 

1. Click the plus sign on the top left corner, then select Queuing system
2. Name your queue, choose its country, and select a number for it (and an invoice place, if needed)
3. Click Create PBX service
4. And the queue is created!

How to set up a queue

Once the queue is created, there still are some settings you need to configure for the queue to work, so let's see how it works!

1. On the top of the queue, you can see the name and the number of the queue (point 1. in the above picture)
2. If needed, you can edit your queue's opening hours by clicking the clock icon (point 2. in the above picture). When adding opening hours to a queue, specify the hours when the queue is closed. Note that you must set opening hours for a future time; past times are not permitted
   1. Assuming this queue operates from 8 AM to 6 PM, begin by clicking on 6 PM on the calendar. Confirm that "PBX mode Closed" is chosen, then specify the preferred start time for this mode. You can configure recurring opening hours, for instance, from 6 PM today until 8 AM tomorrow. These hours can repeat daily, weekly, or every weekday, with weekends excluded. Upon saving, the system will automatically apply these opening hours to all calendar years, starting from the current date
3. When a call comes in, if the queue is open, it will be directed here. Click the tile to access the queue's settings (point 3. in the above picture).
   1. Members are needed to answer calls in this queue, so click Add members and select the users you wish to add to this queue
   2. Outline the calling strategy by clicking the tab Treatment of calls to the queuing system. This dictates how calls are distributed among the queue members. Click here to read more about our different call strategies! 
   3. Call length indicates the duration of a call attempt. For instance, with a randomized call strategy, the system tries to reach one queue member for 22 seconds. If there is no answer, the call is then directed to the next available queue member
   4. If needed, you can also define a maximum waiting time, which means there is a limit to how long a caller will wait before their call is either answered or forwarded
   5. In the For callers section, you can configure welcome messages and other informative recordings for callers
   6. For members of the queuing system, you have other settings, e.g. you can choose which number is displayed to them when a call comes in
   7. In Advanced Settings, for example you have the option to enable this number as the display number for the queue members
4. If the queue is closed, the call will follow a predetermined path (see point 4. in the above picture). By clicking the note icon, you can configure the call's destination and subsequent actions when it arrives at a closed queue

An IVR lets your customers select which queue to redirect calls to by selecting a specific number - and the number determines where the call is routed to. See our video below on how to create a new IVR and edit its settings, or refer to the step-by-step guide below it!

How to create an IVR

To create an IVR... 

1. Click the plus sign on the top left corner, then select IVR
2. Name your IVR, choose its country, and select a number for it (and an invoice place, if needed)
3. Click Create PBX service
4. And the IVR is created!

How to set up an IVR

When thinking about setting up an IVR PBX service, there are few cornerstones you have to consider. Let us see how to configure an IVR:

1. On the top you can see the name and the number of the IVR (point 1. in the above picture)
2. If needed, you can edit your IVR's opening hours by clicking the clock icon (point 2. in the above picture). When adding opening hours to a IVR, specify the hours when the IVR is closed. Note that you must set opening hours for a future time; past times are not permitted
   1. Assuming this IVR operates from 8 AM to 6 PM, begin by clicking on 6 PM on the calendar. Confirm that the PBX mode Closed is chosen, then specify the preferred start time for this mode. You can also configure recurring opening hours in one go
3. Click the tile to access the IVR's settings for when the IVR is open(point 3. in the above picture)
   1. Here it is important to add a recording to the section Sound before keypad option, and this means that this recording will be played to the caller. Here we suggest that you explain the different options within the IVR where calls can be routed
      1. Simply select a recording from the list, or add a new sound by clicking on Add sound
4. When the keypad options are set, you can choose what should happen to calls routed to the different destinations (point 4. in the above picture). By clicking a tile, you can choose from different options regarding what should happen to the call and where it is redirected
5. If the IVR is closed, the call will follow a predetermined path. By clicking the note icon, we can configure the call's destination and subsequent actions when it arrives at a closed IVR

Shared voicemail is a voicemail box that can be added to your PBX services. By doing so, your customers can leave you a message directly in the PBX service. See our video below on how to create a new shared voicemail box and edit its settings, or refer to the step-by-step guide below it!

How to create a shared voicemail

To create a shared voicemail... 

1. Click the plus sign on the top left corner, then select Shared voicemail
2. Name your Shared voicemail, choose its country, and select a number for it (and an invoice place, if needed)
3. Click Create PBX service
4. And the shared voicemail is created!

How to set up a shared voicemail

After, the system automatically creates a shared voicemail box and by clicking the tile, you can start configuring its settings:

• Description is the actual name of the shared voicemail box
• Sound that is played is the recording which is played to the person leaving a voicemail message. Here we recommend to add a recording which informs the user to leave a message
• Spoken language is the language you can set to the shared voicemail
• Notifications here you can choose to receive an email of each new voicemail message left in the shared voicemail box, and here you can also add the email address these emails should be sent to. Alternatively, you can also have automatic transcription made of the voicemail message added in the email
• You can also choose to get an SMS of each new voicemail message - simply fill in the mobile number in here
• Call routings - by clicking here, you can create configure call routings for specific numbers, which are coming to the shared voicemail box

Fax-to-PDF is a service where you can receive your faxes as PDFs to a selected email. See our video below on how to create a new Fax-to-PDF connection and edit its settings, or refer to the step-by-step guide below it!

How to create a Fax-to-PDF service

To create a Fax-to-PDF service... 

1. Click the plus sign on the top left corner, then select Fax-to-PDF
2. Name your Fax-to-PDF service, choose its country, and select a number for it (and an invoice place, if needed)
3. Click Create PBX service
4. And the fax-to-PDF service is created!

How to set up a fax-to-PDF service

Once the Fax-to-PDF service is created, After, by clicking the tile, you can start configuring its settings:

1. Under Description you can change the name of the fax-to-PDF service
2. Under Recipient you can add users who should receive new faxes as PDFs. Simply add the recipient's email in the field and click on Add fax receiver

Shared extension is a service to connect your analogue phones and faxes to Telavox through an ATA box. See our video below on how to create a new shared extension and edit its settings, or refer to the step-by-step guide below it!

How to create a shared extension

To create a shared extension... 

1. Click the plus sign on the top left corner, then select shared extension
2. Name your shared extension, choose its country, and select a number for it (and an invoice place, if needed)
3. Click Create PBX service
4. And the shared extension is created!

How to set up a shared extension

Once the PBX service is created, you can then assign a terminal to the shared extension and start using the terminal with it. Please note that you have to have the terminal added in the Hardware tab before you can assign it in the shared extension.

How to add a new terminal in the Admin portal

1. Go to the tab Hardware
2. Click on Add hardware and then Add your own terminal
3. Select the brand and model from the drop down menu, and then add your terminal’s MAC address to the text field and click Next
4. Select who will be allowed to make changes to the device - either only the administrator or the user who uses the terminal and the administrator and click Next
5. Select the user who should use the terminal, as well as a description for the device, for example where it is used and click Next
6. The last thing to do is to check that the filled in information is correct - and then simply confirm the information and click on Add terminal. Then the terminal is added to your terminals list and can be used to be connected to a shared extension