State of knowledge

March 2024

Requirement: ProCall 8 Enterprise from version 8.4

Please refer to the current product range..

System requirements must be met before ProCall Voice Services can be put into operation. 

ProCall Voice Services are an add-on to ProCall Enterprise. 

Licensing and activation

Licensing and activation is performed in the estos UCConnect Portal.

Prerequisites

the menu for setting up voice services is displayed after a menu change or restart of the UCServer administrator, if the following requirements are met:

  • The UCServer has been connected to the UCConnect account.
  • The license for Voice Services has been imported.
  • The telephone system is displayed as "started" in UCConnect.
  • The SIP trunk has been assigned and configured  (via "Configure STARFACE Connect" in the UCConnect portal).

It is obligatory to activate the SIP trunk of STARFACE. Without specifying billing data, the dialed numbers can be used for 30 days.

Porting of existing numbers is possible free of charge.

Telephone number support

Phone number support / version info

From ProCall Version 8.3.0 with add-on ProCall Voice Services 2310

3-digit extensions are supported by default.
Support for 4-digit numbers is generally possible, but must be checked on a case-by-case basis.

The extensions -110, -112, -115 must not be set up as internal extensions, as these  special and emergency numbers are given directly to the exchange when dialing internally, 
If these extensions are to be accessible from outside, they can be assigned to a group as a second phone number .

Up to ProCall versions <8.3

ProCall Voice Services support one call header with 2-digit number range (e.g. +49 8151 36856 00-99) or a single number.e.g. +49 8151 36856 00-99) or individual numbers, if these are in a closed block (consecutive numbers). The extensions 1 to 9 cannot be assigned to any user or group. Any existing central dial-in number can be assigned to the IVR system and a group.

Setup in UCServer Administrator

Initial setup

When the requirements mentioned above are met, a new menu item appears in the UCServer Administrator: "Voice Services".

As soon as the SIP trunk with the phone numbers has been entered in the telephone system and is available, it is displayed in the "Initial setup" menu item.

Until the final number is available, 10 test numbers are available in the +49 3222 range.


An initial setup must be carried out for each exchange line header used in the Voice Services.

Example screenshot: UCServer Administration – Voice Services – Initial setup – Configure phone system

You can specify whether users with a phone number from the selected range:

  • Should also be activated for ProCall and
  • Whether a SIP line should be created automatically and made available for use as a softphone.

Use the "Set up system" button to start the process for setting up the telephone system and estos ProCall for your users.

The following actions are performed:

  • Location in the UCServer is created
  • SIP lines in the UCServer are created
  • Users who have a phone number in the selected range are assigned a softphone line

This process can take 1-3 minutes, depending on the number of phone numbers.

Once the process is completed, the users with assigned line can immediately use ProCall with softphone.

Drop location

A "drop location" can be specified for calls to numbers that are not assigned to a user or no end device is registered. It should be ensured that a end device is always active on this number or that valid call forwarding is set up.

Set up users and assign phone numbers

Activate the user for ProCall and estos Voice Services.

For each user, there is an own voice mailbox. Voice messages left by callers are sent to the e-mail address stored for the user.
Make sure that the user has a valid e-mail address entered. Otherwise, the user will not be informed that there is a new voice message.

The user can set up and query the voice mailbox by calling up the function integrated in the ProCall Client for Windows or by dialing *9 directly on the telephone.

The voice mailbox can be deactivated under "Services".

Example screenshot: Settings for users – General user settings – Enable users for ProCall Voice Services.

Assign the user a phone number from the "Voice Services" number range.

Example screenshot: Settings for users – Telephone numbers – User's phone numbers – Choose line...

If "Softphone active" is activated for the user, a SIP line is created by saving and accepting the settings and the user can immediately use ProCall with Softphone.


If several phone numbers are assigned to the user, the phone number defined as the "default line" on the ProCall client is always signaled on all lines for outgoing calls.


Set up groups – Collective group/call group – Activate answering machine

You can activate the groups displayed in the UCServer as a "hunt group" or also "call group".

Open or create a group and activate it as a "hunt group".

Example screenshot: Settings for group – Is a hunt group

The "Voice Services" tab is displayed.

Select the phone number where the group should be available.

You can also give the group an externally dialable call number with a 1-digit extension. This call number must be typed in.

Example screenshot: Voice Services – General group settings – Group call number 

On the "Monitor groups" tab, activate the "Display this group as well" checkbox (1) so that the members have all other group members in the ProCall Monitor.

In order for users to see the status, they must have at least the "Team member" authorization level among themselves.

Users can now see who is logged in to the group and who is not by looking at the icon (2).

Example screenshot: Monitor group settings – Display this group as well


Optional: Store greeting for voice mailbox

Optionally, you can store an announcement for the answering machine function (voice mailbox), which is played outside the specified times when a call is received.

Via "Add" you can add the individual entries and set the days and times.

Example screenshot – Voice services – Group settings – Group call number – Set time switching

Specify the announcement as a .wav-Datei.

After saving and applying the configuration, all group members for whom ProCall Voice Services are activated can log in and out of this group in ProCall client for Windows.

IVR setup - Phone number - Key assignment - Voice menu - Announcements

ProCall Voice Services include a single-level Interactive voice menu for IVR – Interactive voice response. 
The caller can be connected directly to the desired participant via the telephone keys.

To set it up, open the "Interactive Voice Menu (IVR)" menu item in the UCServer Administrator.

Select a phone number under which the IVR system should be reachable.

Specify the destinations for keys 0 to 9.

Beispiel Screenshot – UCServer Administration – Voice Services – Interactive voice response – Set up IVR

  • Internal destination numbers must be entered as extension numbers.
  • External phone numbers must be specified in international format.

Specify an announcement file as a .wav file containing the greeting announcement and the individual selection items.

You can also optionally store announcements here for specified times when the voice menu is inactive.

Properties for .wav files

.wav files

should have the following properties for being used in groups and for IVR: 

  • Mono
  • 8kHz
  • 16 Bit
  • PCM

Further information

ProCall Voice Services

Activate ProCall Voice Services in the UCConnect portal

Activate ProCall Voice Services – guide – best practice for estos partners

ProCall Voice Services – setting up end devices

ProCall Voice Services – supported end devices

ProCall Voice Services – how can I change the number of users?