Answerpoint
About
As an alternative way, answerpoint can be used through their PSTN calling features. This has the advantage that the user does not have to install an app and that it tends to work better when data connectivity is not as good as telephony cell phone service. Similar to SIP VoIP phones, they can be used to receive and make phone calls. However the call is not routed natively routes through a SIP network, the answerpoint typically uses a mobile phone standard like GSM or CDMA.
The settings for the answerpoint allow you to configure one or more phones to your extension. Answerpoint integration is different from having two phones registered to the same extension. Registering two phones to the same extension allows you to merely receive calls at one of two locations, while answerpoint integration allows you to receive calls at any location, as well as be reached at numerous phone numbers. Answerpoint configuration allows you to be accessible at all times, even in the event of a power failure. If the office extension (or remote extension) is disconnected from the system, calls will automatically be sent to your cell phone. Once the phone is reconnected, incoming calls will automatically be rerouted to the extension.
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Answerpoint Defined
From the PBX point of view an answerpoint is just a telephone number. That means that users can also enter regular phone numbers in the cell phone field. The PBX will call those numbers anyway.
The PBX assumes that the answerpoint can receive SMS messages. When 2-way SMS is available for the tenant, notifications will be sent through SMS messages. This can be turned off if not needed (see below).
Settings
Phone Number
In this setting, the user can put one or more phone numbers.
When calling extension directly
When someone calls the extension directly (which means not through a hunt group or agent group), the PBX can include the answerpoint immediately, not at all or after a certain time. This makes it possible to start the answerpoint call only if the call was not picked up on the users end device like a SIP phone. If the VoIP phone is not registered, the PBX will not wait until the time has elapsed.
Include in Hunt Group calls?
When a call hits a hunt group, the service can include the answerpoint in the group call. In this case there is no option to delay the call, however the user can include the answerpoint when the SIP phone / device is not registered. This is a great option for the service when there is a risk that an office gets temporarily offline due to internet or power failure, calls will not be missed.
Include for web callback?
When using the click to dial feature from the web browser (within the user portal), this setting controls if the answerpoint should also be included in the callback. As with the earlier settings, the callback can be made even if the SIP phone / device is not registered.
When calling extension in a call queue
Similar to the previous setting, the answerpoint can also be included in agents call queues.
Offer special menu when answered
This setting provides users with additional menu options when answering a call from an answerpoint. These options are detailed in the following diagram:
- If the user presses
1, the call gets connected to the answerpoint. Until then, the caller will continue to hear the ringback tone. - Pressing
2will reject the call. The system will then apply the rules when the extension would send a busy signal - Pressing
3will send the caller to voicemail. - When pressing
4, the system will prompt for the number to redirect to. The number must end with the pound key ("#"). - If the user presses
5, the call gets parked, as if the user accepts the call and then dials the call park star code. - When pressing
6, the call is added to the list of callback numbers. This is useful to stack up numbers that can be called back, e.g. on the way home or driving. - The digit
0can be used to send the call to the default auto attendant.
Personal Assistant
This setting defines what the system should do when an incoming call is received from the answerpoint number. It can either offer a Personal Assistant or just apply the general rule for routing incoming calls. If Personal Assistant is enabled, the system offers the following options:
0: If there are one or more parked calls, the option0will connect you to the parked call1: The caller can start a new outbound call by dialling from his mobile keypad2: If there are no parked calls, the caller can ask the system for a callback. This will then drop the ongoing call and the system will then callback the user and guide the user to make an outbound call.2: If there is a parked call, offer the possibility to transfer the call3: If there are no parked calls, go to the mailbox3: If there is a parked call, offer the possibility to put the calls into a conference (not yet supported)4: If there are no parked calls, go to the default auto attendant. This can be used to dial internal numbers.4: If there are two parked calls, offer the possibility to connect the two parked calls.5: Call the next number on the callback list.6: If the account is enabled to make outbound calls, it can be retrieved with this option.
Send text messages to answerpoint
When 2-way SMS is available for the tenant, notifications will be sent through SMS messages.
Star Codes
Retrieve a call from the answerpoint (*51)
This feature allows users to pick up an in-process phone call on their extension phone. This feature can be used only for calls that have been made from the answerpoint number (through the Personal Virtual Assistant) or which have been redirected to the answerpoint. Calls that have been made directly to the user's phone number (without involving the system) cannot be picked up on the user's extension phone.
When a call has been placed using your answerpoint number, and you are ready to pick the call up from your desk phone, dial
*51 from your desk phone.💡
Want to know how to place an outbound call using your answerpoint number? Refer to this article - Untitled
Move current call to your answerpoint (*52)
This feature allows users to move a current call from the extension phone to their answerpoint.
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Note: Answerpoint must be enabled and the users answerpoint phone number must be configured before this feature can be used.
- Place the call on hold
- Dial
*52from your desk phone - Answer the call on your mobile phone