PortSIP Knowledge Base
  • PortSIP Communications Solution
    • What is PortSIP?
    • The Advantages of PortSIP PBX vs. Other PBXs
    • Cloud PBX Empowering Service Providers
    • Simplifying Unified Communications with WebRTC and SIP
    • What is CPaaS? Communications Platform as a Service Explained
    • UCaaS is Unified Communications as a Service
    • PortSIP PBX Administration Guide
      • Overview
      • PortSIP Security Features
      • Summary of Changes
      • Before Started
      • 1 Installation of the PortSIP PBX
        • Installation of PortSIP PBX v22.x
          • Install PortSIP PBX on Linux
          • Install PortSIP IM Server on Linux
          • Install PortSIP PBX on Windows
          • Upgrade to the Latest Version Within v22.x on Linux
          • Upgrade to the Latest v22.x on Windows
          • Upgrade v16.x to the Latest v22.x on Linux
        • Installation of PortSIP PBX v16.x
          • Upgrade to the Latest v16.x Release
      • 2 Configuring the PortSIP PBX
      • 3 Tenant Management
        • Password and Sign-In Security
      • 4 Phone Device Management
        • Managing Phones
        • Auto Provisioning Security
        • Custom IP Phone Template
        • Bulk Importing Users and Auto Provisioning IP Phones
        • Zero Touch Provisioning Phones
        • Provision Phone Using PnP
        • PnP Auto Provisioning IP Phone Multicast Debug
        • Provision Phone Using RPS
        • Provision Phone Using DHCP Option 66
        • Provision Phone Using TFTP
        • Provisioning Cisco 79xx IP Phones
        • Provision Fanvil DECT IP Phones
        • Provision Yealink DECT IP Phones
        • Provision SNOM DECT IP Phones
        • Configuring Private RPS Account
      • 5 User Management
        • Users
        • How to Configure the Endpoints?
        • User Groups
        • DND and Automatic Callback
        • Speed Dial 8
        • Speed Dial 100
      • 6 Transport Management
      • 7 Trunk Management
        • Configuring SIP Trunk
        • Handle Outbound Calls Through SIP Trunk
      • 8 Call Route Management
        • Configuring Inbound Rule
        • Configuring Outbound Rule
      • 9 Configuring PortSIP SBC
        • Topology
        • Summary of Changes
        • Installation PortSIP SBC v11.x
        • Installation PortSIP SBC v10.x
        • Configuring PortSIP SBC for WebRTC
        • Upgrade to the Latest v11.x Release
        • Upgrade to the Latest v10.x Release
      • 10 Configuring SBC for MS Teams
        • Architecture
        • Configuring Microsoft Teams
        • Configuring SBC and PBX
        • Configure an SBC for Multiple Tenants
      • 11 Deploy the SBC Cluster
      • 12 Configuring Virtual Receptionist
        • Managing Virtual Receptionist
        • Visual IVR Editor Guide
        • Direct Inward System Access (DISA)
      • 13 Configuring Ring Group
      • 14 Call Parking
        • PortSIP Call Parking Feature
        • Using Call Parking Feature
        • Using Enhanced Call Park on Fanvil IP Phones
        • Using Enhanced Call Park on Yealink IP Phones
        • Using Enhanced Call Park on Grandstream IP Phones
        • Using Enhanced Call Park on SNOM IP Phones
        • Using Enhanced Call Park on Dinstar IP Phones
        • Using Enhanced Call Park on Htek IP Phones
      • 15 Shared Voicemail
      • 16 Call Queue
        • Configuring Call Queue
        • Configuring Queue Callback
        • Agent States and Work Modes
        • Skills-Based Routing
        • Silent Monitoring
        • Wallboards
      • 17 Roles and Permissions
      • 18 E164 Number Processing
      • 19 Billing
      • 20 CDR and Call Recordings
        • CDR
        • Call Recordings
        • CDR Field Descriptions
      • 21 Call Reports
      • 22 Dealers
      • 23 Feature Access Codes
      • 24 Call Pickup
      • 25 Meetings
        • Joining a Meeting with the Invite Link
      • 26 Hot Desking
      • 27 STIR/SHAKEN
        • Configuring STIR/SHAKEN
      • 28 Digital Engagement Channels
        • SMS Channel
        • WhatsApp Channel
        • Manage SMS/WhatsApp Message Conversations
      • 29 Integrations
        • Microsoft 365 Integration
        • Google Workspace Integration
      • 30 Office Hours and Holiday Schedule
        • Configuring Office Hours and Holiday Schedule
        • Routing Calls Based on Office Hours and Holidays
      • 31 Configuring Email Notifications
      • 32 Night Mode
      • PBX and SIP Trunk using PortSIP SBC
      • SIP Header Manipulation
      • Rebranding PortSIP PBX, SBC
      • System Service Extension Numbers
      • Certificates for TLS/HTTPS/WebRTC
        • Preparing TLS Certificates
        • Update Certificates
      • Backup and Restore: An Essential Guide
        • Backup and Restore PortSIP PBX
        • Backup and Restore PortSIP SBC
      • Storing Into AWS S3
      • Storing Into Azure Blob Storage
      • Trace Server - A Better Way to Monitoring SIP Messages and QoS for PortSIP PBX
    • Configuring SIP Trunks
      • QuestBlue SIP Trunk
        • Purchase a DID on QuestBlue Platform
        • Configuring QuestBlue IP Authentication Trunk
        • Configuring QuestBlue Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • QuestBlue SMS Integration
      • Twilio SIP Trunk
        • Purchase a DID on the Twilio
        • Configuring Twilio Register Based Trunk
        • Configuring Twilio Interconnect Trunk
        • Configuring Outbound & Inbound Calls
        • Twilio SMS Integration
      • Telnyx SIP Trunk
        • Purchase a DID on Telnyx Platform
        • Configuring Telnyx IP Authentication Trunk
        • Configuring Telnyx Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Telnyx SMS Integration
      • Vonage SIP Trunk
        • Purchase a DID on Vonage Platform
        • Configuring Vonage IP Authentication Trunk
        • Configuring Vonage Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Vonage SMS Integration
      • VoIP.ms SIP Trunk
        • Purchase a DID on VoIP.ms
        • Configuring VoIP.ms Register Based Trunk
        • Configuring Outbound & Inbound Calls
        • VoIP.ms SMS Integration
      • Voxtelesys SIP Trunk
        • Purchase a DID on Voxtelesys Platform
        • Configuring Voxtelesys IP Authentication Trunk
        • Configuring Voxtelesys Register Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Voxtelesys SMS Integration
      • Wavix SIP Trunk
        • Purchase a DID on Wavix Platform
        • Configuring Wavix IP Authentication Trunk
        • Configuring Wavix Digest Trunk
        • Configuring Outbound & Inbound Calls
        • Wavix SMS Integration
      • VoIP Innovations SIP Trunk
        • Purchase a DID on VoIP Innovations Platform
        • Configuring VoIP Innovations IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • VoIP Innovations SMS Integration
      • Bandwidth SIP Trunk
        • Purchase a DID on Bandwidth Platform
        • Configuring Bandwidth IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Bandwidth SMS Integration
      • Flowroute SIP Trunk
        • Purchase a DID on Flowroute Platform
        • Configuring Flowroute IP Authentication Trunk
        • Configuring Outbound & Inbound Calls
        • Flowroute SMS Integration
      • Gamma SIP Trunk
      • Aire Networks SIP Trunk
      • VoiceMeUp SIP Trunk
        • Configuring VoiceMeUp Trunk
        • VoiceMeUp SMS Integration
    • PBX Cluster (v22.x)
      • Topology
      • Preparing Cluster Servers
      • Configuring Cluster Servers
      • Managing Cluster
    • High Availability (v22.x)
      • High Availability and Sclability On-Premise
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on Ubuntu
        • Upgrading High Availability Installation
        • Scaling Servers On-Premise for High Availability
        • Scaling SBC On-Premise for High Availability
        • Scaling IM Server On-Premise for High Availability
      • High Availability and Scalability on AWS
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on AWS
        • Upgrading High Availability Installation
        • Increase Size of EBS Volume
        • Scaling Servers on AWS for High Availability
    • PBX Cluster(v16.x)
      • Topology
      • Preparing Cluster Servers
      • Configuring Cluster Servers
      • Managing Cluster
      • Configuring Cluster Servers for High Availability
    • High Availability (v16.x)
      • High Availability for On-Premise
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on Ubuntu
        • Upgrading High Availability Installation
      • High Availability and Scalability on AWS
        • PortSIP PBX High Availability Architecture
        • High Availability Installations on AWS
        • Upgrading High Availability Installations
        • Increase Size of EBS Volume
        • Scaling Servers on AWS for HA
    • FAQ
      • Troubleshooting Call Issues
      • How to Activate License key?
      • What File Format Is Required for PortSIP PBX Prompt?
      • What is the Multi-Tenant PBX?
      • Is the PortSIP PBX built on Asterisk, FreeSwitch?
      • What is the SBC?
      • What is the PBX? Features, Benefits
      • What is Direct Inward Dialing (DID)?
      • What is the DID Pool?
      • What are IP Phones Work with PortSIP PBX?
      • Hardware Specifications
      • How to Adjust the REST API Rate Limit?
      • SIP Status Code of Response
      • What is SIP ALG and Why You Need to Disable It?
      • Essential Factors for Choosing a Could PBX Solution
      • Migrate from legacy FCM APIs to HTTP v1 for Android Push Notifications
      • PortSIP SDK License Agreement
      • PortSIP Software End-User License Agreement
  • Apps Guides
    • PortSIP ONE Desktop App
      • Sign in to PBX
      • Calls, Messages, and Voicemails
      • Customize Your Caller ID
      • SMS and WhatsApp Messaging
      • Click to Call
      • Calling from Another Device
      • Change Your Call Queue Status
    • PortSIP ONE Mobile App
      • Sign in to PBX
      • Calls, Messages, and Voicemails
      • Customize Your Caller ID
      • SMS and WhatsApp Messaging
      • Change Your Call Queue Status
    • PortSIP Softphone
  • DEVELOPING WITH PORTSIP
    • Getting Started
    • Calling APIs
      • User Manual for Windows
      • User Manual for iOS
      • User Manual for Android
      • User Manual for macOS
    • REST APIs
      • Version 22.2
        • Get Started
          • Schema
          • Authentication and Authorization
          • HTTP verbs
          • Summary Representations
          • Resource ID
          • Query Options Overview
          • Detailed representations
          • Timezones
          • API Response
          • Error Handling
          • Resource Synchronization
          • Personal Contacts Synchronization
        • Authentication
        • Administrations
        • Extensions
        • Authentication
        • Tenants
        • Call Queues
        • Billing
        • CTI
        • Call Sessions
        • Call Detail Records
        • Conference
        • Contact
        • Emergency Numbers
        • Extensions
        • Files
        • Blobs
        • Trunks
        • Inbound Rules
        • Outbound rules
        • Virtual Receptionists
        • Media Server
        • MOH
        • Automatic Callback
        • Auto Provisioning
        • Push Notification
        • Ring Groups
        • Shared Voicemails
        • Security
        • Feature Access Codes
        • Voicemails
        • Call Park
        • Call Pickup
        • Hot Desking
        • External Message
        • Notification
        • Troubleshooting
        • Microsoft 365
        • Models
      • Version 22.1
        • About
        • API reference
          • Info
          • Login
            • By microsoft
          • Logout
          • Network
          • Sbc
            • Token
              • Destroy
          • Im
            • Token
              • Destroy
          • Dealers
            • Password
            • Destroy
          • Mobile push
            • Destroy
          • Ip filters
            • Destroy
            • Export
          • Transports
            • Destroy
            • Status
          • Tenants
            • Switch
            • Dealers
              • Destroy
            • Destroy
          • Tenant
            • Status
            • Notification
              • Test email
            • Password policy
            • Billing
            • Balance
            • Custom headers
          • Conference servers
            • Status
            • Destroy
          • Media servers
            • Status
            • Destroy
          • License
          • Key
          • Brand
          • Dealer
            • Status
            • Username
            • Password
          • Roles
            • Destroy
          • User
            • Password
            • Extension password
            • Profile
            • Status
            • Presence
            • Balance
            • Greetings
              • Enable
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              • Destroy
            • Phones
              • Destroy
            • Cdrs
              • Sync tokens
                • Diff
            • External messages
            • Recordings
              • Destroy
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
            • Meetings
              • Destroy
              • Status
              • Mute
              • Unmute
              • Lock
              • Unlock
              • Start
              • Stop
              • Start recording
              • Stop recording
              • Participants
                • Layout
                • Invite
                • Mute
                • Unmute
                • Chairman
                • Position
                • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Contacts
              • Favorite
              • Unfavorite
              • Destroy
              • Sync tokens
                • Diff
            • Call queues
              • Agent
            • Outbound caller ids
            • Ring groups
            • Business contacts
              • Favorite
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              • Sync tokens
                • Diff
            • Extension contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
          • Users
            • Profile
            • Password
            • Extension password
            • Role
            • Ms365 binding
              • Destroy
            • Destroy
            • Status
              • Destroy status
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Call queues
              • Agent
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
          • Extension numbers
          • Groups
            • Destroy
            • Members
              • Destroy
          • Voicemails
            • Set read
            • Set unread
            • Destroy
          • Recordings
            • Destroy
          • Call queue servers
            • Status
            • Destroy
          • Call queues
            • Status
            • Destroy
            • Waiting
              • Pickup
            • Agents
          • Exclusive numbers
            • Destroy
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              • Agents
              • Destroy
            • Export
          • Vip numbers
            • Destroy
            • Export
          • Call queue blacklisted numbers
            • Destroy
            • Export
          • Call queue blacklist prompts
          • Sessions
            • Directly
            • Hold
            • Unhold
            • Refer
            • Attended refer
            • Destroy
          • Conference rooms
            • Destroy
            • Status
            • Mute
            • Unmute
            • Lock
            • Unlock
            • Start recording
            • Stop recording
            • Participants
              • Layout
              • Invite
              • Mute
              • Unmute
              • Chairman
              • Position
              • Destroy
            • Recordings
              • Destroy
              • Set read
              • Set unread
          • Contacts
            • Destroy
            • Export
          • Emergency numbers
            • Destroy
          • Files
            • Destroy
          • Blobs
            • Uploads
              • Append
              • Complete
              • Status
              • Destroy
          • Inbound rules
            • Destroy
            • Export
          • Moh server
            • Musics
              • Destroy
          • Monitor
          • Monitor groups
            • Destroy
            • Members
              • Destroy
            • Managers
              • Destroy
          • Call park
          • Call park groups
            • Destroy
            • Members
              • Destroy
          • Call pickup groups
            • Destroy
            • Members
          • Voicemail
          • Acb
          • Outbound rules
            • Destroy
            • Export
            • Applied groups
              • Destroy
          • Phone models
          • Phones
            • Reprovision
            • Assignee
            • Reboot
            • Reject
          • Dect phone models
          • Dect phones
            • Destroy
            • Members
          • Providers
            • Status
            • Destroy
            • Export
            • Assignees
              • Destroy
          • Ring groups
            • Agents
            • Destroy
          • Shared voicemails
            • Destroy
            • Voicemails
              • Set read
              • Set unread
              • Destroy
            • Greetings
              • Enable
              • Disable
              • Destroy
          • Holidays
            • Destroy
          • Allowed country codes
          • Disallowed codes
            • Destroy
            • Export
          • Blacklisted numbers
            • Destroy
            • Export
          • Call rates
            • Destroy
            • Export
          • Ivr servers
            • Status
            • Destroy
          • Ivrs
            • Status
            • Destroy
            • Action urls
              • Destroy
          • Hotdesking
            • Status
            • Logout
            • Destroy
          • Sms
            • Destroy
          • Whatsapp
            • Destroy
          • Cdrs
          • Calllogs
          • External messages
          • Call reports
            • Destroy
          • Completed call reports
            • Destroy
          • Feature access codes
          • Default email templates
          • Custom email templates
          • Audit logs
          • Event logs
          • Ms365
            • Certificate
            • Users
          • Google
          • Admin
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            • Password
            • Settings
            • Notification
              • Test email
            • Ms365
              • Certificate
            • Google
          • Templates
            • Phones
              • Destroy
        • Specification
      • Version 22.0
        • About
        • API reference
          • Info
          • Login
            • By microsoft
          • Logout
          • Network
          • Sbc
            • Token
              • Destroy
          • Im
            • Token
              • Destroy
          • Dealers
            • Password
            • Destroy
          • Mobile push
            • Destroy
          • Ip filters
            • Destroy
            • Export
          • Transports
            • Destroy
            • Status
          • Tenants
            • Switch
            • Dealers
              • Destroy
            • Destroy
          • Tenant
            • Status
            • Notification
            • Password policy
            • Billing
            • Balance
            • Custom headers
          • Conference servers
            • Status
            • Destroy
          • Media servers
            • Status
            • Destroy
          • License
          • Key
          • Brand
          • Dealer
            • Status
            • Username
            • Password
          • Roles
            • Destroy
          • User
            • Password
            • Extension password
            • Profile
            • Status
            • Presence
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Cdrs
              • Sync tokens
                • Diff
            • Recordings
              • Destroy
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
            • Meetings
              • Destroy
              • Status
              • Mute
              • Unmute
              • Lock
              • Unlock
              • Start
              • Stop
              • Start recording
              • Stop recording
              • Participants
                • Layout
                • Invite
                • Mute
                • Unmute
                • Chairman
                • Position
                • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Contacts
              • Favorite
              • Unfavorite
              • Destroy
              • Sync tokens
                • Diff
            • Call queues
              • Agent
            • Outbound caller ids
            • Ring groups
            • Business contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
            • Extension contacts
              • Favorite
              • Unfavorite
              • Sync tokens
                • Diff
          • Users
            • Profile
            • Password
            • Extension password
            • Role
            • Ms365 binding
              • Destroy
            • Destroy
            • Status
              • Destroy status
            • Balance
            • Greetings
              • Enable
              • Disable
              • Destroy
            • Phones
              • Destroy
            • Holidays
              • Destroy
            • Global holidays
            • Call queues
              • Agent
            • Speed dial 8
              • Destroy
            • Speed dial 100
              • Destroy
          • Extension numbers
          • Groups
            • Destroy
            • Members
              • Destroy
          • Voicemails
            • Set read
            • Set unread
            • Destroy
          • Recordings
            • Destroy
          • Call queue servers
            • Status
            • Destroy
          • Call queues
            • Status
            • Destroy
            • Waiting
              • Pickup
            • Agents
          • Exclusive numbers
            • Destroy
            • Call queues
              • Agents
              • Destroy
            • Export
          • Vip numbers
            • Destroy
            • Export
          • Call queue blacklisted numbers
            • Destroy
            • Export
          • Call queue blacklist prompts
          • Sessions
            • Directly
            • Hold
            • Unhold
            • Refer
            • Attended refer
            • Destroy
          • Conference rooms
            • Destroy
            • Status
            • Mute
            • Unmute
            • Lock
            • Unlock
            • Start recording
            • Stop recording
            • Participants
              • Layout
              • Invite
              • Mute
              • Unmute
              • Chairman
              • Position
              • Destroy
            • Recordings
              • Destroy
              • Set read
              • Set unread
          • Contacts
            • Destroy
            • Export
          • Emergency numbers
            • Destroy
          • Files
            • Destroy
          • Blobs
            • Uploads
              • Append
              • Complete
              • Status
              • Destroy
          • Inbound rules
            • Destroy
            • Export
          • Moh server
            • Musics
              • Destroy
          • Monitor
          • Monitor groups
            • Destroy
            • Members
              • Destroy
            • Managers
              • Destroy
          • Call park
          • Call park groups
            • Destroy
            • Members
              • Destroy
          • Call pickup groups
            • Destroy
            • Members
          • Voicemail
          • Acb
          • Outbound rules
            • Destroy
            • Export
            • Applied groups
              • Destroy
          • Phone models
          • Phones
            • Reprovision
            • Assignee
            • Reboot
            • Reject
          • Dect phone models
          • Dect phones
            • Destroy
            • Members
          • Providers
            • Status
            • Destroy
            • Export
            • Assignees
              • Destroy
          • Ring groups
            • Agents
            • Destroy
          • Shared voicemails
            • Destroy
            • Voicemails
              • Set read
              • Set unread
              • Destroy
            • Greetings
              • Enable
              • Disable
              • Destroy
          • Holidays
            • Destroy
          • Allowed country codes
          • Disallowed codes
            • Destroy
            • Export
          • Blacklisted numbers
            • Destroy
            • Export
          • Call rates
            • Destroy
            • Export
          • Ivr servers
            • Status
            • Destroy
          • Ivrs
            • Status
            • Destroy
            • Action urls
              • Destroy
          • Hotdesking
            • Status
            • Logout
            • Destroy
          • Sms
            • Destroy
          • Whatsapp
            • Destroy
          • Cdrs
          • Call reports
            • Destroy
          • Completed call reports
            • Destroy
          • Feature access codes
          • Default email templates
          • Custom email templates
          • Audit logs
          • Event logs
          • Test email
          • Ms365
            • Certificate
            • Users
          • Admin
            • Status
            • Username
            • Password
            • Settings
            • Notification
          • Templates
            • Phones
              • Destroy
        • Specification
      • Authentication
      • Accessing CDRs and Recordings
    • Call Control APIs
    • Messaging APIs
      • Protocol
      • API Examples
    • WSI: Pub/Sub
    • Webhook Events
      • Registering a Webhook
      • Receiving Events via a Webhook
      • Event Reference
    • Mobile Push Notifications
      • How Do Push Notifications Work with PortSIP PBX?
      • Integrating the Push Notifications in Native iOS APP
      • Integrating the Push Notifications in Android APP
  • PBX v12.x (EOL)
    • PortSIP PBX v12.x is EOL
    • High Availability
      • PortSIP PBX High Availability
      • UCaaS High Availability
      • Deploy the PortSIP PBX HA on AWS
      • Deploy PortSIP PBX HA for CentOS
      • Deploy PortSIP PBX HA for Ubuntu
      • Migrate the HA data
    • Push Notifications
      • How do push notifications work with PortSIP PBX?
      • Implement the PUSH notifications in Xamarin iOS APP with PortSIP PBX 12.x
      • Implement the PUSH notifications in native iOS APP with PortSIP PBX 12.x
      • Implement PUSH notifications in Android APP with PortSIP PBX 12.x
      • Implement PUSH notifications in Xamarin Android APP with PortSIP PBX 12.x
    • Tutorials
      • REST API Examples
      • Trace server - A Better Way to Debug PortSIP UC
      • Setup SSL Certificates for HTTPS/WebRTC
      • Going Real-Time with PortSIP PBX Pub/Sub
      • Upgrade PortSIP PBX for offline
      • PortSIP UC Architecture
      • PortSIP PBX Features
      • PortSIP Security Feature
      • Hardware Specifications
      • Setup PortSIP PBX for Linux
      • Upgrade PortSIP PBX
      • Upgrade PortSIP PBX v12.x to the v12.8.7
      • Add Extended Media Server
      • Store the recording files to AWS S3
      • Configure Notifications for Kubernetes
      • Rebranding PortSIP PBX
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On this page
  • Recording a Menu Prompt
  • Creating a Virtual Receptionist
  • Menu Options
  • User Input
  • Office Hours
  • Holidays
  • Direct Destinations
  • Allowing Callers to Dial a Known Extension Directly
  • Sending HTTP Request to WebHook
  • HTTP Request Message
  • HTTP Response Message
  1. PortSIP Communications Solution
  2. PortSIP PBX Administration Guide
  3. 12 Configuring Virtual Receptionist

Managing Virtual Receptionist

Previous12 Configuring Virtual ReceptionistNextVisual IVR Editor Guide

Last updated 15 days ago

Recording a Menu Prompt

Before creating your virtual receptionist, you must decide the menu options you wish to offer the caller and record the announcement. A sample would be, "Welcome to XYZ. For sales, press 1. For support, press 2 or stay on the line for an operator".

It is recommended to put the number the user should press after the option, i.e. "For sales, press 1", rather than “press 1 for sales". This is because the user will wait for the desired option and then "register" what number to press.

For the prompt file format, please refer to

Creating a Virtual Receptionist

You can create multiple digital receptionists and link them to a particular line.

To create a virtual receptionist:

  1. Navigate to the Advanced Services > Virtual Receptionist option in the Web Portal menu, then click the Add button.

  2. On the General tab, enter the name and extension number for the virtual receptionist.

  3. By default, the PBX uses a system-predefined audio file for the prompt. To use a custom file, click the Browse button and select a previously recorded file for the prompt menu. Additionally, you can select the prompt language for the virtual receptionist under Virtual Receptionist Language.

  4. Prompt When Call is Transferring: This is the prompt file that will be played when the call is being transferred after the caller presses a DTMF key.

  5. Virtual Receptionist Language: This is the language used for the prompt files.

  6. Gap Time Between DTMF Digits (Seconds): This is the time the virtual attendant will wait before searching for an account that matches the entered digits. If the account does not exist, the system will play an announcement indicating that the extension does not exist.

  7. DISA PIN: If you want to set the DISA feature within the virtual receptionist, you can set the PIN for accessing the DISA feature. For more details, please refer to .

  8. Verify the PIN for DISA: This indicates whether the virtual receptionist should verify the PIN for DISA.

  9. In the Destination for Night Mode section, you can define how incoming calls should be handled when Night Mode is active for a tenant. For detailed configuration instructions, please refer to the section of this guide.

  10. Timeout (Seconds): This allows you to specify how long the virtual receptionist should wait for a DTMF input. If no input is received, it will automatically perform the default action. This is for callers who do not understand the menu or who do not have a DTMF-capable phone.

  11. Call Failure: If the caller enters a DTMF value or key that IVR will refers the call to it, if the refer fails then action fails. In this Call Failure section, you can define how the call should be handled in such cases.

Menu Options

In the Menu Options tab, you specify actions and the extension number or system extension number for each of the numeric keys input by the caller via DTMF. If the action is directed to a specific extension, ring group, call queue, or another virtual receptionist, please also select the target extension number you desire.

User Input

This option allows you to control when the virtual attendant will start searching for an extension that matches the user’s input. The following behavior is expected when the caller presses the DTMF key 2:

  • If the current time is within office hours, the call will be forwarded to extension 2001.

  • If it’s outside of office hours, the call will be hung up.

  • If it’s during holidays, the call will be forwarded to the voicemail of extension 102.

The virtual attendant will wait until the caller’s digit sequence matches an existing account. Once a match is found, the virtual attendant will initiate a call to that extension. This mechanism is beneficial when accounts of varying lengths are used. However, it might be frustrating for callers who enter a non-existing number, as the virtual attendant will never start the search.

If the caller presses the DTMF tones that do not match the single pre-configured DTMF tone, it will not to triggered the failure rule.

Office Hours

Define the office hours for this DTMF input by clicking the Office Hours button, you have two options:

  • Use the default Global Office Hours from the tenant scope.

  • Specify custom office hours by selecting the Use specific Office Hours option.

By default, a DTMF input will follow the office hours set at the tenant level.

Holidays

Set the holidays for this DTMF input by clicking the Holidays button. You can select a holiday list from the tenant scope by clicking the Select Holidays button.

Direct Destinations

The Direct Destinations feature is somewhat like a built-in version of the IVR system.

To direct inbound calls to specified extensions, you can use the pre-configured destination fields and link them to pre-recorded announcements and user input options.

Using the sample shown below, the virtual receptionist’s welcome message will be as follows: "For Sales, press 1. For Support, press 2. For all other inquiries, press 0." (The user input options are linked to extensions 8003, 8000, and 8001.)

For simple virtual receptionist configurations, a direct destination is an excellent choice. However, for virtual receptionists that require advanced IVR development and functionality, the use of an IVR node is advised.

Once the direct destination links are set up, the system will dial the destination number whenever a caller inputs the number associated with it. For instance as in the above screenshot, if a caller presses 2, the call will be routed to extension 8001.

By appending a pound sign to the direct destination (e.g., "2#"), the system will pause for 3 seconds before dialing the direct destination. This feature is particularly useful for extension numbers in the 100 range (101, 102, etc.). The 3-second delay ensures that the system processes the caller’s complete input (e.g., 101) rather than just the first digit.

  • User Input: This number can be a single digit or multiple digits. However, the system dials direct destinations immediately after a user has entered their keypad input. This can cause overlap issues between a direct destination and an extension number. For instance, extensions beginning with '1' would conflict with a direct destination of '1', as the system would be unable to dial the extension number. To avoid this, choose extension numbers that do not overlap with direct destinations or mailbox and outbound call prefixes. The extension range 4xx through 7xx is a good choice.

    • If it’s challenging to change the extension assignments (e.g., business cards with extension numbers have already been distributed), a timeout mechanism can be employed. By appending a pound sign to the direct destination (e.g., '1#'), the system will pause for 3 seconds before dialing the destination.

  • Destination Extension: This number can be either an internal number (e.g., an extension or conference room).

Allowing Callers to Dial a Known Extension Directly

Whilst a virtual receptionist prompt is playing, a caller can enter the extension number directly to be connected to an extension immediately. This allows callers who know their party’s extension to avoid going through a receptionist. This option is enabled by default. If you wish to make use of this feature, simply instruct your callers by explaining this in the voice prompt.

For example, “Welcome to Company XYZ. If you know your party's extension number, you may enter it now, otherwise, for sales press 1. For support press 2”.

Sending HTTP Request to WebHook

When creating a virtual receptionist, the user has three tabs: Virtual Receptionist, Action URL, and Outbound Caller ID. In the Virtual Receptionist tab, the user can configure a common Virtual Receptionist and define WebHook and relevant actions in the Action URL.

Action URL is applied as in the below scenario:

When users dial the pre-configured DTMF key, the Virtual Receptionist will send an HTTP request to a third-party server as defined by the URL and parse the destination extension number in the response message from the third-party server to forward the call to the target extension.

  • Name: Enter a user-friendly name for the Action URL. This field is mandatory.

  • Type: Choose the method to trigger the Action URL. PortSIP PBX allows triggering it with the user-inputted DTMF key or caller number. Depending on his request, the user may choose DTMF or Caller Number. Once DTMF is chosen, if the DTMF entered is a replica of the DTMF specified in the Virtual Receptionist tab, PBX will always invalidate settings in Virtual Receptionist and handle the call as defined in the Action URL.

  • DTMF match list/ Caller number match list: Depending on the selection in Action Type, the user may specify the DTMF match number or Caller number match list. Users may enter a semicolon-separated list of numbers at one time, e.g. “101;102;103”. The entered number must be unique and must not be duplicated.

    The match list also can specify a number range, for example, 860000-880000, it’s used for the below scenario: someone calls the virtual receptionist and enters his bank card number. If the number falls in the matched DTMF range, the virtual receptionist will call the action URL to return some values to indicate the next actions.

    Once an item of the Action URL is triggered, an HTTP request will be sent to the third-party server. Users may specify the username and password for authentication in the Credentials for HTTP Basic authentication section (not mandatory), and choose the method for sending HTTP requests in the POST or GET. Fields Connection timeout and Timeout for waiting for response are filled to set up the timeout value for communication between the Virtual Receptionist and WebHook server.

  • Request URL: The WebHook URL to be executed will be entered here when the preset action is triggered. The virtual Receptionist will send an HTTP request to this URL and process the call depending on the HTTP response.

  • Additional Headers: Allows to set the additional HTTP headers when sending requests to the WebHook. For example, if we want to add the key1:value, and key2:value2 headers, enter them as the key1:value1&key2:value2.

HTTP Request Message

PortSIP has defined the following parameters to form the HTTP request message to WebHook in JSON format:

  • from: Caller’s number, i.e. the caller number who’s calling to Virtual Receptionist

  • to: Callee’s number, i.e. the extension number for the Virtual Receptionist

  • input: DTMF inputted by the user

  • from_name: The display name of the caller. It will be empty if no value is provided

  • account_name: Name of the Virtual Receptionist

Assuming that we have created a Virtual Receptionist with the number 888 and named Sales, and its Action URL is defined as follows:

  • Name: Action1

  • Action Type: DTMF

  • DTMF match list: 22;33

  • HTTP method: GET

  • Request URL: http://www.appserver.com/dest.php

When extension 101 (display name Jason) calls 888, Virtual Receptionist 888 will auto-answer the call and play a prompt to the caller. As extension 101 dials DTMF 22, the Virtual Receptionist will send the below HTTP request in the GET method to: http://www.appserver.com/dest.php?from=101&to=888&input=22&from_name=Jason&account_name=Sales

If POST is chosen for the HTTP method, the Virtual Receptionist will send the below HTTP request in JSON format by means of POST:

{
"from" : "101",
"to" : "888",
"input": "22",
"from_name" : "Jason",
"account_name" : "Sales"
}

HTTP Response Message

PortSIP PBX has defined the following response to HTTP requests sent by Virtual Receptionist as follows:

  • status_code: 200 or other possible status code, of which 200 represents a successful request and others refers to failure.

  • action: Values including "call", "hangup", and "repeat" indicate the action to be taken by Virtual Receptionist.

    • call – To forward the call to the number as defined in "destination"

    • hangup – To hang up the call directly

    • repeat – To repeat the prompt message

  • destination: The destination callee number. It’s valid only if the value for "action" is set as "call"; otherwise it will be ignored.

{
"status_code" : 200,
"action" : "call",
"destination" : "222"
}

Once the Virtual Receptionist has received the response as above, it will forward the call to extension 222 which is indicated in the JSON response.

What's the file format required for the PortSIP PBX prompt files?
Direct Inward System Access
Night Mode