Configuring IP Desk Phone Settings

  • You must have Modify rights to IP Desk Phone Service.

  • You must have rights to create or to modify extensions.

  • You must have rights to view built-in IVRs.

You use this procedure to define the IVR number and other desk phone-related settings.

  1. On the System Configurator main screen, choose System Services > IP Desk Phone Settings.
  2. Configure the settings according to the following table.

    Field

    Function

    ETC IVR Number

    Enter an IVR number that is within the built-in IVR number range.

    This field is mandatory.

    Note: Make sure you don't use any national emergency number as an IVR, a user, or a queue number.

    Use ETC-Controlled Desk Phones as MTD Terminal

    Select this option if you want users to be able to use External Terminal Controller (ETC) -controlled desk phones in Multiterminal Desktop (MTD) mode.

    Enable Supervisor Functions with MTD Terminal

    Select this option if you want the terminal in MTD mode to be able to use the supervisor functions.

    Block Direct Calls to MTD Terminal

    Select this option if you want to block direct calls to ETC-controlled desk phones that are in MTD mode. The calls are blocked using the cause code 34.

    Restriction Cause Code

    Enter the cause code for rejecting calls only if you want to use some other cause code than the default value 34.

    Attach Desk Phone Users to All Queues

    Select this option if you want that users who register to the system from desk phones are logged on to all available queues.

    Pass Unknown DTMF Service Codes

    Select this option if you want a call that is made with a supplementary code not recognized by ETC (for example##**) to be allowed to proceed by ETC instead of ETC rejecting it.
  3. In the Advanced Settings block, define DTMF characters that desk phone users can use for simulating softphone functions.

    Since there are two start DTMF characters (Presence Change Start DTMF and One Queue Start DTMF), make sure that they have different values to avoid a situation in which profile and queue DTMF characters overlap.

    Field

    Function

    Presence Change Start DTMF

    Define the character that is used for changing the presence profile. The default value is #.

    The profiles and their corresponding DTMF characters are defined in User and Role Management > User Settings Template > DTMF Mapping for Presence Profiles, see Mapping DTMFs for Presence Profiles.

    Away Status DTMF

    Define the character pattern that is used for setting an absence profile. The default value is #9.

    Ready Status DTMF

    Define the character pattern that is used for changing the user status to Ready. The default value is #2.

    Not-Ready Status DTMF

    Define the character pattern that is used for changing the user status to Not-Ready. The default value is #3.

    Attach to All Queues DTMF

    Define the character pattern that is used for attaching the user to all queues they have rights to. The default value is **.

    Detach from All Queues DTMF

    Define the character pattern that is used for detaching the user from all queues they have rights to. The default value is *#.

    One Queue Start DTMF

    Define the character that is used to start the string that attaches user to a single queue. The default value is *. For example, with default values the attaching string is *[queue number]*.

    Attach One Queue End Character DTMF

    Define the character that is used to end the string that attaches user to a single queue. The default value is *.

    Detach One Queue End Character DTMF

    Define the character that is used to end the string that detaches a user from a single queue. The default value is #.
  4. Save your entries.