Users

The users are activated and set up in the UCServer administration.

If a phone is assigned to the user, the functions of the buttons can be pre-assigned for this phone.

If the user is a member of a "queue" (group with type "iQueue"), skills can be defined for the user.

Keys

The function keys offer Voice Services users quick and easy access to frequently used standard functions and actions on the end devices, for example:

• Call a predefined telephone number (internal or external)
• Call pick-up (call grabbing)
• Switching call forwarding on and off
• Logging on to and off from a group
• Initiate automatic callback
• Park calls
• Activate or deactivate the idle function/DND

Screenshot configuration example - Example of function keys created

Transferring the key assignment to the user's telephone is optional when saving or accepting the configuration.

However, whether the function keys can be used on the telephone depends on the telephone model.

If the phone device is assigned to a user, the function keys are only updated there if the phone model supports the "Hot Desking BLF" option, otherwise the function keys are only available after restarting the phone.

You can add new buttons either by dragging and dropping them from the selection list on the right-hand side or by clicking the "Add button" button in the window at the bottom left.
If all the columns shown are filled, you can also create a new column by dragging and dropping a new function buttononto the dividing line between the existing function buttons.

Some function button types are only available if certain requirements are met. For example, the "Group logon/logoff" button type is only available if the user is also a member of a group.

If an extension or add-on module is used for a telephone, it is automatically filled with function keys as soon as all available keys on the user's telephone are filled. If no function keys are to be transferred to a telephone, these keys must be filled with function keys of the "Empty key" type.

Busy light field

This function key type is linked to the primary internal call number of another user or group. This makes it easy to read the various statuses of the user/group using the busy light field:

• Telephony (reachable / active incoming call / busy / wrap-up time)
• Fixed call forwarding
• DND
• Status message from the user

This function button type displays the status in different colours. Depending on the signalled status, selecting the busy lamp field triggers a different action:

Signalling behaviour of the function key

The display and function of a busy light field depends on the type of end device.

Direct dialling

This function key type is used to assign telephone numbers outside the telephone system. These can be entered manually or selected from the address book. They can also be used to transfer control codes to the provider, e.g. to set call forwarding in the exchange or to use other service features.

A possibly existing outside line access does not have to be entered.

Forwarding individual numbers

This function key can be used to switch on or off any configured call forwarding for individual numbers. If the corresponding rights are set for the user, call forwarding for group numbers can also be controlled via this button type.

This option can only be used to control the telephone system's always call forwarding.

Signalling behaviour of the function key

Forwarding all numbers

When configuring this function key, you can choose between the following 3 types of call forwarding:

• Always
• Busy
• Timeout

This function key is used to activate or deactivate all diversions set up for a specific diversion type. Activation or deactivation applies to all numbers assigned to the user, with the exception of group numbers.

Signalling behaviour of the function key

Forwarding numbers

When configuring this function key, one or more internal and external numbers can be selected. If the function key is activated, all incoming calls to this number are immediately forwarded to the configured forwarding destination. This function key cannot be used to forward group numbers.

Signalling behaviour of the function key

Log in/log out group

With this function key, the user can log in or out of one or more groups. The function is only available for groups in which the user is also a member.

Signalling behaviour of the function key

It is recommended not to assign more than 5 groups in parallel to a function button of this type.

DND Do not disturb

This function button type can only be assigned once to a function button. For this reason, the corresponding selection option in the list of function key types is inactive or greyed out after the first key creation.

This function key activates the idle function on the telephone system so that all incoming calls are rejected for the user.

If call forwarding is configured for the called number in the event of a timeout, this takes effect immediately and not after the configured time has elapsed.

Signalling behaviour of the function key

Call-back on busy

This function button type can only be assigned to a function button once per user. For this reason, the corresponding selection option in the list of function button types is inactive or greyed out after the first button creation.

This function key can be used to trigger the automatic call-back function. The function key flashes when the destination number of an internal or external call is busy. The user can now activate the automatic callback function of the telephone system by pressing the key. This option is also available up to 30 seconds after the call attempt has already ended.
In the first step, the telephone system will now attempt to reach the destination number 5 times every 10 seconds. If these first 5 attempts are unsuccessful, e.g. because the destination number is still busy, the retry interval is increased to 20 seconds and continues for 60 minutes. After these 60 minutes have elapsed, the automatic callback function is deactivated.

Signalling behaviour of the function key

Park & Orbit

This function key can be used to move calls to predefined waiting locations. The telephone system provides 100 waiting places (00 to 99) on which only one call can be parked at a time. A separate function key must be created for each of the waiting slots.
In contrast to normal call holding, other users also have access to the waiting slots and can pick up the calls parked there independently. To do this, however, the users must have function keys with the corresponding waiting position numbers.

Signalling behaviour of the function key

Show phone number

With this function key, the user can specify which of their phone numbers is displayed to the called party when a call is made. It is also possible to suppress the phone number.

A separate button must be created for each phone number assigned to the user so that the user can select the corresponding phone number.

Example screenshot: Function key for dialling a number or suppressing a number

Signalling behaviour of the function key

Phone menu: Address book

This function key can be used to set up access to the address books.

Beispiel Screenshot: Funktionstaste Telefonmenü Adressbuch bearbeiten 

The first drop-down menu View can be used to select whether access to the address book should be purely read-only (contact list) or as a search (contact search).

The search is performed as a full-text search. For example, a search for "fo" not only displays all address book entries that begin with "fo", but all data records that contain the search parameter "fo" anywhere.

"Central" must be selected in the second drop-down menu directory.

Phone menu: Call lists

This function key can be used to set up access to the various call lists of the respective user. Only the 3 call lists of the user listed below are currently available for selection.

Example screenshot: Phone menu function key Edit call lists - incoming, missed, outgoing

DTMF

This function key can be used to configure individual DTMF tones or a sequence of DTMF tones that are to be signalled in an active call, for example.

A frequent area of application is, for example, the opening of a door lock using a defined DTMF tone sequence.

Phone-based URL

This function key type can be used to call up a freely configurable URL via http. This can be used to address a Raspberry Pi, for example, which triggers a further action when a URL is called.

We recommend that only experienced administrators use this function key type and that they also observe the manufacturer's documentation.

• Fanvil documentation from the manufacturer
• Snom documentation from the manufacturer
• Panasonic documentation from the manufacturer
• Yealink

Empty button

This function key is used for visual organisation and can be used, for example, to display headings for departments or dividing lines.

Moving and removing function keys

You can select one or more function keys by clicking the mouse while holding down the Ctrl key. You can also select several function keys by dragging the mouse over the key area while holding down the left-hand key. The selected area is highlighted in orange while dragging.
The selected function keys can now be moved and arranged on the contact areas on the left using drag & drop. In the same way, complete columns can also be swapped with each other using their contact areas above the column header.
To remove selected function keys, right-click in the selected area and then click on the Delete selection option. Alternatively, individual function keys can be deleted via the editing menu .

Skills

Skills that can be used in an iQueue with activated skill-based routing can be configured for a user in this tab.

New skills can be added using the buttons or New skill.

Example screenshot: Configuration - Users - Edit skills

The newly configured skills are saved using the Save button. The Close button is used to discard the changes made. The skills created in this way are now available to all users and can be added at any time.
Existing skills can be edited at any time using the button.

Changes (e.g. customisation of the name) for a specific skill are always valid for all users.