Dialplan

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Contents

Call Waiting

There is an indication tone when receiving a second call during a call. Using the R-button of an analog phone you can switch between the two calls. VoIP phones usually provide a button for the second line. If there are more than two calls at the same time, any additional calls will go straight to voicemail.


Applications

AskoziaPBX comes with a couple of pre-configured applications. These are helpful little programs, such as a wake-up call application, which can be reached by dialing a certain extension. With some basic knowledge of the Asterisk Dialplan, additional applications can easily be added. Like a telephone, applications can have an external number assigned in the provider routing settings.

Below you will see a description of the default applications included with AskoziaPBX.

Applications' overview
  • Read Extension is reachable under 000063. The application reads back the extension of the phone you call from.
  • Read IP is already well known from the installation. Reachable under 000047, the application reads the telephone systems' IP address aloud. The breaks in the message correspond to the periods in the IP address. This means "123, break, 12, break, 12, break, 123" matches the IP address "123.12.12.123". The IP address is repeated until you hang up.
  • Echo sends audio back to the user to determine the connection latency. Basically you hear what you say. The number of the application is 00003246. It is mostly used for testing purposes.
  • With Milliwatt, reachable under 000064554, you can test the connection's quality. The application produces a constant 1000Hz tone. The clearer the tone the better the connection's quality.
  • By dialing 000086, you can reach the Voicemail System. You can listen to your voicemail and record personal voicemail greetings.
  • To set up Call Forwarding dial 000023. The application asks you to enter the phone number to which you would like to forward your calls. Enter the number by using your dial pad. Afterwards hang up. All incoming calls to this number are now forwarded to the entered number.To cancel call forwarding, dial 000023 again. A signal tone will indicate that call forwarding has been canceled.
  • Weasels is reachable under 00009327357. The application reads back the "Weasels have eaten our phone system." text and disconnects afterwards.
  • Transfer to voicemail allows you to transfer a call to a certain phone's voicemail. A typical use case is when you receive a call for a colleague which is already speaking on a phone. To transfer a call to a certain voicemail dial 000086 directly followed by the extension the message is intended for.
  • 000023*X.*X. forwards calls exactly like 000023. But with the attachment of the *, directly followed by the wished extensions, it is possible to decline the forwarding phone and the recieving phone. The first *X. is for the forwarding phone, the second for the recieving phone. To make BLFs and the speed dials working with this application, the applications' code has to be entered in the phone account settings like shown in the picture below.
How to enter application code into Speed Dials
  • With 0000363! plus the own extension, configured on a BLF, the status of the phone can be supervised by every phone which has set the phones extension on a BLF. This application does not work for agents in queues.


You might have noticed that the numbers for the applications were not chosen by chance. 000063 spells out "0000ME" on the telephone key pad, 000047 spells "0000IP", 00003246 spells "0000ECHO" and so on.


Edit Applications

It is possible to edit the pre-configured applications. To do so, click on Askozia edit.png in the application overview.

You can change the Extension and the Name of the application. The Logic can of course also be changed. Learn more about that in the next section.

General settings for dialplan applications

For public access, check allow this number to be reached over the Internet. You can use a friendlier alias instead of the extension number. This function is available for all telephone types, conference rooms and applications.

Security settings for dialplan applications

Click Save to finish the configuration.


Add Applications

AskoziaPBX applications are made of multiple Asterisk Dailplan Applications and there is a large number of ready to run applications available. Since this is confusing we will refer to AskoziaPBX applications as applications and Asterisk Dialplan Applications as functions. For example, Answer(), NoOP(), Set() and Wait() are functions. These single purpose functions from Asterisk are then combined in AskoziaPBX to form a more powerful AskoziaPBX application. To add a new AskoziaPBX application click on Askozia add.png in the applications overview.

In just a few steps you can create your own applications. First, specify an Extension and a Name for the application. The application's logic is then entered in the the textfield below. Please note that only one command per line is allowed.

Plaintext application logic

The picture is an example of a simple application. After dialing the extension you hear a beep. Now, you can enter any desired number with the keypad of your phone. After not having entered anything for five seconds, AskoziaPBX reads the entered sequence back to you and ends the connection. A description of the Asterisk functions used in this example follows.

  • Answer() tells Asterisk to answer the channel if it is ringing.
  • NoOP() does nothing except print the text in parentheses on the Asterisk command line interface (CLI). The output of the Asterisk CLI can be found in the AskoziaPBX Logs.

In this case the output is „call answered, setting digit timeout“. This function is very useful for the debugging of applications.

  • Set(TIMEOUT(digit)=5) initializes the internal Asterisk variable for digit-timeouts with 5.

In other words, the time limit between keypresses is 5 seconds.

  • Wait(1) waits for the amount of time in seconds specified in the parenthesis.

During this period all keystrokes are ignored.

  • NoOP(playing beep) prints the text „playing beep“ on the Asterisk CLI.
  • Playback(beep) plays the specified sound file. In this case, a beep.
  • NoOp(reading digits) prints the text „reading digits“ on the Asterisk CLI.
  • Read(mydigits) reads the individual numbers (DTMF/ dual tone multi-frequency) of the keys pressed by the user.
  • NoOp(saying digits) prints the text „saying digits“ on the Asterisk CLI.
  • SayDigits(${mydigits}) reads the digits back to the user in the selected language.
  • NoOp(hanging up) prints the text „hanging up“ on the Asterisk CLI.
  • Hangup() hangs up the calling channel.

Click Save to finish the configuration.


Listen-In Applications

These are additional applications to listen in on calls, e.g. for Call Centers. These applications are not included by default in AskoziaPBX, but can be added manually by means of the following steps.

1. Press the Escape key to open the Integrator Panel. Select Configuration files -> modules.conf -> load => app_chanspy.so.

2. Enter the following command within the Asterisk Manager Interface (AMI) tab.

module load app_chanspy.so

3. Go to Dialplan -> Applications -> Plaintext and add the following applications.

Name: Manager: Listen to agent
Number: *83X.
Application logic: 1,ChanSpy(SIP/${EXTEN:3},q)
Name: Manager: Whisper to agent only
Number: *82X.
Application logic: 1,ChanSpy(SIP/${EXTEN:3},qw)
Name: Manager: Whisper to agent and customer (Barge)
Number: *81X.
Application logic: 1,ChanSpy(SIP/${EXTEN:3},qB)

4. In consequence of the previous modifications, you can now use the following numbers.

  • *83X to listen to an agent (e.g. *83102)
  • *82X to whisper to an agent only (e.g. *82102)
  • *81X to barge to an agent and customer (e.g. *81102)


Call Flow Editor

Information about the Call Flow Editor are provided in the separate Call Flow Editor section of the Wiki. It can be found in the lower part of the navigation bar on the left. Getting Started with the Call Flow Editor provides an introduction. A complete list of modules with detailed descriptions is provided in the Modules chapter. The Templates chapter provides descriptions of all templates delivered with the Call Flow Editor.


Call Groups

Call groups serve the purpose to logically combine telephones. For example, all telephones of one department can be defined as a group and receive a shared extension. If the call group is called, all telephones belonging to that group ring at the same time. Any member of the group can take the call. If nobody answers the call, the call is forwarded to the voicemail of the first group member in the list. The first group member gets a missed call notification as well.

The principle of call groups offers huge advantages for companies. For customers, it does not matter in the first place to which member of staff he or she talks to first as long as the extension is not busy all the time. Using call groups increases the chance to get hold of a member of staff on the first try.

To add a new call group, click Askozia add.png in the call group overview. Click Askozia edit.png to edit an already existing call group.

Call groups overview

Specify Name and Extension for the call group. Check Missed Calls to get calls, answered by someone else, shown on the phones displays. If the number should be reachable over the Internet, check the box next to this option. Optionally, you can assign an alias. Also you can optionally assign a Description which helps specify the purpose of this call group.

Ring Length sets the number of seconds the phone will ring before giving up or going to voicemail. If you choose "indefinitely", the call is never answered by voicemail. Every other possible setting forwards the call after giving up to the voicemail of the group member who is first on the list (if configured). In this case, it would be Barbara's voicemail.

Edit Call Group

Using drag-and-drop, members can be added to or removed from a call group.

Night Switch Exception makes the call group available from the outside, even when the night switch is activated. Phone Book Exception makes this call group unavailable in the local phone book which is transfered to all auto-configured phones registered with Askozia.

Click Save to finish the configuration.


Hunt Groups

Hunt groups serve the purpose to logically combine telephones. For example, all telephones of a department can be defined as a group and receive a shared extension. If the hunt group is called, all telephones belonging to that group ring one after the other in a pre-defined order. You can specify a timeout for each phone to determine how long each phone rings.

Within the hunt group overview, click Askozia add.png to add a new hunt group. To edit an already existing hunt group, click Askozia edit.png.

Hunt Groups Overview

Specify Name and Extension for this call group. If the number should be reachable over the Internet, check the box next to this option. Optionally, you can assign an alias. Also you can optionally assign a Description which helps specify the purpose of this call group.

The Ring Length per phone is specified in seconds. If you would like to use different ring lengths for different phones, you need to separate the values with commas. Example: A hunt group consists of five phones. The first two phones should ring for 10 seconds each and all following phones for 20 seconds each. The specified ring length is then 10,10,20.

Edit Hunt Group

Using drag-and-drop you can manage members in a hunt group.

Night Switch Exception makes the hunt group available from the outside, even when the night switch is activated. Phone Book Exception makes this hunt group unavailable in the local phone book which is transfered to all auto-configured phones registered with Askozia.

Click Save to finish the configuration.


Night and Holiday Switch

The Night and holiday switch allows to automatically forward calls to a certain extension during the night, weekends or holidays. Alternatively, a message can be uploaded to be played when the night switch is active. According to the type selected in the General settings, further options appear as explained in the following subsections.

Types of night and holiday time switch


Holidays

If no additional night switch is to be defined, the type only holidays can be selected. The Action drop-down list allows to either play a holiday message or forward calls to an internal number.

Holiday switch

A new holiday can be specified by clicking on Dialplan night switch add holiday eng.png. Doing so, opens the Edit Holiday menu. Enter the name of the holiday and optionally uncheck providers that should not be affected by this holiday. This means, that calls coming in through these providers, will be routed as during normal business hours. Define the period of the holiday(s) by entering both its beginning end end date and click on save to save your settings and return to the night and holiday switch settings.

Edit holiday

Under Holiday Message, a message can be uploaded to be played to callers on the specified holidays. Click on Browse to select and upload the desired file stored on you local computer. Alternatively, record a message with a phone registered with AskoziaPBX by calling 0000767.

Holiday switch message


Manual and Automated Night Switch

By choosing manual night switch + holidays in the type drop-down list, you can set up the manual night switch additionally to your holiday settings. The manual night switch can be activated and deactivated by dialing 000064448 (0000night) on a phone registered with AskoziaPBX. It is recommended to assign this number to a speed dial.

Manual night switch

Alternatively to the manual night switch, you can choose automated night switch + holidays in the type drop-down list to set up the automated night switch additionally to your holiday settings. Choose the period(s) the night switch should apply for. Periods can be added by clicking on Askozia add.png, and deleted by clicking on Askozia delete.png.

Automated night switch

When activating the manual or automated night switch, you can choose between two actions. The first options is to forward calls to an internal number that can be assigned to phones but also call groups, call flows and applications.

Night switch, call forwarding

Instead of forwarding calls, you can upload a message to be played to callers when the night switch is activated. Click on Browse to select and upload the desired file stored on you local computer. Alternatively, record a message by dialing 0000766 on a phone registered with AskoziaPBX.

Night switch message


Pickup Groups

Call groups serve the purpose of logically combining phones into pickup groups. This enables people working in the same office to pickup the calls of their neighbours on their own phones. Members of a pickup group can answer calls of other members by dialing *8.

Overview Pickup Groups

Click on Askozia add.png to set up a new pickup group. By clicking on Askozia edit.png, the configuration of an existing pickup group can be edited. Clicking on Askozia delete.png deletes the specific pickup group.

Choose a Name for the pickup group. Optionally you can assign a Description for your own reference which is ignored by AskoziaPBX. Using drag-and-drop you can manage members in a pickup group.

Manage Members of a Pickup Group

Click Save to finish the configuration.

The following video shows how to pick up a call.


For Snom phones, a speed dial button has to be configured in the auto-configuration section of the phone's account. Enter extension|*8 in Number as shown in the example below.

Pick up speed dial


Transfers

AskoziaPBX offers two types of transfers: Attended and Blind. When using attended transfers you can talk to the person you want to transfer the call to, before you actually transfer the call. The caller is on hold in the meantime. After the person who initiated the transfer hangs up, the new parties are connected.

Hot keys for call transfers

Here is an example: Steve calls Phil. But Steve actually wants to talk to Ann. Phil dials **105 (105 is Ann's extension). Phil explains to Ann what Steve wants to discuss, while Steve is on hold. When Phil hangs up, Steve is automatically transferred to Ann. That is an attended transfer.

The following video shows how to do an attended transfer.

When Steve calls Phil repeatedly, even though he actually wants to talk to Ann, Phil might transfer Steve to Ann without further notice. This is a blind transfer, initiated by ##.

The following video shows how to do a blind transfer.

*67 followed by the desired number blocks the outgoing callerID for this, next call.

Call Parking

The next example explains call parking: The trainee Marvin takes a call. He can not help the person calling and is not sure where to transfer the call to. To ask his training supervisor Peter for advice first, Marvin parks the call. To do so, he dials ##700. AskoziaPBX then tells him the parking position of the call. By default this is between 701 und 720. In this case it is "709". Either Marvin or any other member of staff can now pick up the call by dialing 709.

Call parking

Timeouts

For all types of transfers, timeouts are defined, which you can adjust to your personal needs. All of the following values are default values. For attended transfers the timeout is 15 seconds. The maximal time allowed to pass between two keyspresses when entering ## or ** for transfers is 500 milliseconds or 0.5 seconds. When transferring calls, the timeout between the keystrokes when entering an extension is three seconds. The maximum parking time is 30 seconds. If the call is not picked up within 30 seconds it is transferred back to the person who parked it.

Timeouts for call transfers

Click Save to finish the configuration.


Print Dialplan

If you click on Askozia dialplan print.png in the upper part of the navigation, you get into the dialplan overview. It states all internal phones, conference rooms and applications with their extensions, names and descriptions. Use your web browser's print menu to print out the dialplan.

Printable Dialplan
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