Offisky Phone System Introduction and Concepts

Description:

Offisky phone system is a cloud based, extensive featured, and highly customized phone system which designed to fulfill most business operation requirements for small to medium size businesses. System administrators can be able to configure Offisky phone system to incorporate with different business environments or requirements. By incorporated with Offisky multi-user application panel, administrators can provide true web-based, multi-user environment and allow individual users to access and use the phone system as a day to day business operations. Each users phone panel can be able to see the status of their co-workers (even for multiple location businesses), which makes internal communication must efficient and effective. The contact center features (such as call center queue, customer case control, contact book, etc) which can bring the business phone system into a different level. Haven't mention about so many well known benefits with cloud based phone system solution (which we will not covered here). It is really an all in one business communication solution for any small to medium size businesses. What it needs is the system administrator to enable it, and configure it to the business.


Understand Basic Concepts:

Before get into further details about individual configuration panel for Offisky phone system, you must understand the basic concept of how it works. Its very simple but you must understand it before move on to your actual design.

Concept 1: Always create an "Executing Element" then map the number to "Execute it".

For example:

In a project, you have a team of support people, and you want to create an internal extension number to call the team.

So now, what you need to do:

1. Create a "Call Group" (Executing Element), and map all the phones which is belongs to this support team in it.


2. Create a "Number", and map this number to ring the call group.

It works the same way for external phone number too. For example:

Under the same situation, you want to create an external phone number to call the team.

So now, what you need to do:

1. Create a "Call Group" (Executing Element), and map all the phones which is belongs to this support team in it (if you already have one, you can re-use it).


2. Map the "Phone Number" to ring this call group.

Concept 2: An "Executing Element" can be a part of another "Executing Element".

For example:

Let's say when someone call phone number 1234567890, you want to start ringing all your reception phones, if no one answer, then enter into Voicemail A.

So now, what you need to do:

1. Create a "Call Group" (Executing Element), and map all the reception phones into this group.


2. Create a "Voicemail A" (Executing Element).


3. Create an "Interactive Voice Responder (IVR)" (Executing Element), and perform the sequence: Start ringing this reception call group, if no one answer, then enter into Voicemail A.


4. Map the "Phone Number" 1234567890 to this new "IVR".

Concept 3: Extension and Extension Number is different.

In Offisky phone system, extension and extension number is a different concept. The phone system is connected by 1 or more "Device(s)" (also known as an "Extension"), and you can create a internal number to dial to it (which this number becomes an "Extension Number"). The "Device" does not need to have a number by default, however, if you wish to dial to that number, you must have a way to connect to it (Example: a number to map to that "Device", or a call group which will call into that "Device"). The "Device" is one of the "Executing Element" in the system, and once it is registered, it will be available map by any one of your execution.


For example:

If you wish to connect your desk IP Phone (SIP) to the network, and set internal extension 1001 to connect to it.

What you need to do:

1. Create or have an existing "Device" account (Executing Element) ready for your phone registration.


2. Configure your desk phone to register to the "Device" account.


3. Create the number "1001" and map it to ring this "Device Account".

Call Group Example:

If you already have a reception call group and wish to add a new IP Phone (SIP) to it.

What you need to do:

1. Create or have an existing "Device" account (Executing Element) ready for your phone registration.


2. Configure your new reception phone to register to the "Device" account.


3. Add this "Device Account" into the existing reception call group.


4. Please notice this new IP Phone is now part the reception call group and will ring with the group, but no direct number can call into this phone.

Other Useful Tips.

• Just to understand, users / callers can only dial numbers, if you only have the Executing Element exist, but do not have a number (extension or phone number) to map to it, the "Executing Element" will never got "Executed".


• As the best practice, always map to "Executing Element" instead of number (phone / extension), unless there is a valid reason. Since chances of changing phone number after a period of time is more than the "Executing Element". Mapping "Executing Element" instead of number can avoid when the number is being changed of use in the future, but forgot to change back the all the "Executing Element" associated to it. Example: If you have an extension number 1234 mapped to Call Group A, and you are now creating IVR to call this call group, you should set the IVR to ring the call group instead of dial the number 1234, in case 1234 may change its mapping in the future.

Important Terminologies:

• Device / Extension is the digital end point which connect to your Offisky phone system to simulate dialing. For example: IP Phones, ATA Converters, Software Phone, SIP Phone Apps, etc.


• Internal / Extension Number is the internal number only be used within your Offisky phone system (for some traditional phone system, this is referring to the "Extension").


• Phone Number is the number use outside of your Offisky phone system to reach to other destination, or allow other destination to reach to your Offisky phone system. Example: your office phone number, your cell phone number, etc.


• Internal / Extension Call When call is made from one internal extension / device to another within your Offisky phone system.


• External / Phone Call When call is made into the outside phone network (A.K.A. PSTN Network), such as calling other company, call to your cell phone, etc.


• Route in External Phone Lines meaning the calling plan used by your account. It can be per-minute charge base or per month base, depending on your needs.