Configuring Simultaneous Ring Mode (SRM) settings

You can configure Communication Panel to use an external audio device, such as mobile phone or Public Branch Exchange (PBX) extension, for call handling. This feature is called Simultaneous ring mode (SRM). For supported features and limitations, see Simultaneous ring mode in CP.
Note:
To ensure you have the correct and supported SRM configuration and behavior in place, use the quick configuration method of Configure SRM as described below.

Prerequisites

To configure SRM:

  • You must have permission to modify user settings templates.

  • If defining a user’s device number, you must also have permission to modify user settings.

Configuration

  1. Go to User and Role Management > User Settings Template > [template] > Simultaneous ring mode (SRM) and select one of the options in the Configure SRM menu:

    • With Softphone: agents can use either Communication Panel or their phone device for calls

    • Without Softphone: agents can only use their phone device for calls

    When Deny User-Level Modifications is enabled, the settings will appear grayed out:

    • in CP

      and

    • in SC where the template-defined settings are marked with an asterisk (*).

  2. To define the user's SRM device number, go to User and Role Management > Users > [user] > Simultaneous ring mode (SRM) > SRM Device's Phone Number and enter the device number used for receiving calls.

    Users can also add their device phone number themselves in > User menu > Settings > Simultaneous ring mode (SRM) and external agent settings.

    The table below explains the SRM settings in detail.

    Field

    Function

    Settings common for user settings templates and users:

    Use SRM / MTD

    Select this option if you want that the MTD/SRM is activated.

    If Deny User-Level Modifications is disabled, Communication Panel users are allowed to change the Enable Simultaneous Ring Mode setting from Communication Panel > Settings.

    Use softphone for inbound calls

    Select this option if you want the user’s softphone extension number to be used. This is required to answer conversations from Communication Panel while simultaneous ring mode is enabled.

    Note:

    This SC setting is also applied when the user selects Enable simultaneous ring mode in Communication Panel settings.

    Use SRM device number for inbound calls

    Activate this option to use the simultaneous ring mode device for receiving calls. This enables Use for Inbound Calls in Communication Panel.

    If Deny User-Level Modifications is disabled, Communication Panel users are allowed to change the Use for incoming calls setting from Communication Panel > User menu > Settings.

    SRM Device's phone number

    If you selected the Use SRM device number for inbound calls option, enter the additional phone number. The number in this field will be shown in Communication Panel's Phone Number for Simultaneous Ring field. You can change the phone number in both Communication Panel and System Configurator. The system updates the change into both interfaces. The number is defined at user level.

    If Deny User-Level Modifications is disabled, Communication Panel users are allowed to change the defind number from the Phone number for simultaneous ring setting in Communication Panel > User menu > Settings.

    Device for Outbound Calls

    Choose which device is used for making outbound calls. For Simultaneous Ring Mode in Communication Panel, choose SRM Device's Phone Number from the dropdown so the Simultaneous Ring Mode device is used or to disable the setting and use the audio device of Communication Panel, choose the empty value.

    If Deny User-Level Modifications is disabled, Communication Panel users are allowed to change the Use for outgoing calls setting from Communication Panel > User menu > Settings.

    In user settings templates only:
    Disable Accept Button if using SRM Select this option if you want to prevent Communication Panel agents using Simultaneous Ring Mode (SRM) from accepting calls through the user interface (softphone). This means that the agent can only accept inbound calls from the external audio device. The agent can still decline a call from the user interface or external device.
  3. Save your entries.