Lines and Line Groups Management
Purpose and Scope
The Lines and Line Groups management screen enables the definition, configuration, grouping, and organization of all telecom lines (trunks) used in the VoIP infrastructure for use in dialing plans. This screen allows operator connections to be added into the system via IP-to-IP or REGISTER methods, defines the necessary codecs and transport protocols, and makes it possible to create line groups that gather multiple lines under a single logical entity.
Navigation and Access
Menu Path: System Management > Lines
Role Requirement: Admin privileges or equivalent special permissions
Prerequisites: Operator-provided IP, Port, username/password, codec information, etc.
Screen Structure
Left Panel (Line Groups): Lists existing line groups, with the number next to each group indicating how many lines it contains. Even a single line must be grouped.
Center Panel (Line Management): Detailed list of all added lines. Columns include Line Name, Type, Prefix, Outbound Caller ID, IP, Port, and codecs in use.
Top Toolbar: Contains search bar, refresh button, and “+Add” button.
Modal Windows:
Add Line Group: Enter group name and select lines to include.
Add Line: Select line type (IP or REGISTER), enter connection and authentication details, configure codecs and limits.
Line Addition Operations
IP Type Line
Line Name: The name visible inside the system.
Line Type: IP-to-IP connection.
Outbound Caller ID: The number shown to the callee during outbound calls.
Prefix: Fixed digits/strings added before the dialed number.
Transfer Caller ID: The number shown during transfers.
{RemoteNumber}variable can be used to forward the original caller’s number.Inbound/Outbound Call Limit: Maximum number of simultaneous calls per line.
IP and Port: Operator device or PBX IP and port number.
Transport Type: UDP/TCP.
Codec: ULAW, ALAW, G729 (others may be added if needed).
REGISTER Type Line
Same as IP type, with additional fields:
Username and Password: SIP credentials provided by the operator.
Note: Codec selection must be compatible with the peer system; otherwise, the call cannot be established.
Line Groups Logic
Lines do not work individually; they must be grouped for use in dialing plans.
A line can belong to multiple groups.
Strategies (Round Robin, Sequential, Random, etc.) are supported in the background; not selectable from the UI yet.
Operational scenario: Multiple operator lines can be grouped together for load balancing or cost optimization.
Bulk Line Addition
Multiple lines can be added using an Excel template.
The template must include all fields such as IP, Port, username/password, prefix, codecs, etc.
This method is ideal for adding a large number of lines quickly.
Usage Scenario
Obtain required technical information from the operator.
Add the line via the Add Line modal.
Create a line group and include the line.
Use the line group in the dialing plan.
Configure prefix and Caller ID variables if necessary.
Important Technical Notes
{RemoteNumber}preserves the caller ID only in IP-to-IP PBX connections.Legally, operators only allow their own provided numbers to be used as Caller ID.
Inbound/Outbound Call Limit is not yet enforced but will be activated in the future.
No automatic failover mechanism exists; if a line fails, users must retry manually.
Dial Plan Management Screen
Purpose and Scope
The Dial Plan screen defines how outbound calls are routed, under which conditions, and with what authorization. Plans defined here work alongside operator routing, call classifications, hold music, survey integrations, and international call permissions.
Navigation and Access
Menu Path: System Management > Dial Plan
Role Requirement: Admin or users with relevant configuration permissions
Prerequisites: Target queues, line groups, and required music/survey definitions must exist beforehand.
Screen Structure
Left Panel (Plan List): Displays all defined dial plans. Each row shows Name, Queue, Survey status, International permission status, and creation date.
Right Panel (Add/Edit): Contains two modes:
Classification Type:
Defines call authorization based on call type (e.g., Local, Long-distance, International).
Route Type:
Defines specific outbound lines for internal extensions or desk phones.
Classification Type Fields
Classification: Defines the call type (Local, Long-distance, etc.). Authorization is based on classification.
Queue: The queue to which this dial plan is attached.
Line Group: Line or line group to use for outbound calls.
Hold Music: Music to be played during call hold.
Survey: Post-call survey. If selected, the survey button appears for the agent after the call.
International Call:
Checked: Number is sent as entered by the user (with prefix/plus).
Unchecked: Last 10 digits are used, sent in national format.
Note: Operator must allow international calls; otherwise, they fail. E.164 format is recommended.
Route Type Fields
Display Name: Route name.
Line: The specific line used.
Outbound Number: Caller ID shown during the call.
Record Audio: If enabled, call audio is recorded (default: usually always on).
Technical Notes
Numbers with 4 digits or fewer are treated as internal calls.
Surveys linked to plans require agent confirmation before sending.
Route type does not use line groups; only single lines.
Announcements Management Screen
Purpose and Scope
The Announcements screen manages voice assets (custom audio files or TTS-generated) used in IVR flows, queues, or other operation points. It supports creation, storage, preview, and management of announcements, with the ability to flag assets as either hold music or regular announcements.
Navigation and Access
Menu Path: System Management > Announcements
Role Requirement: Admin (or announcement management privileges)
Prerequisites:
For TTS: Provider configuration with API key/account info and network access.
For file upload: Compliance with telecom-supported formats.
Screen Anatomy
List Area: Columns include Announcement Name, Internal Name, Created By, Date. Each row has Play (preview) and … menu.
Top Bar: Search, column visibility icon, and +Add button.
Pagination: Available at bottom.
Row Options (…):
Export: Download voice asset.
Usage Locations: Lists where the announcement is used (IVR, Survey, etc.).
Edit: Update display name and internal name.
Delete: Removes announcement if not in use.
Add Announcement — File
Announcement Name: Required.
Audio File: Required. Recommended format: Mono, 8000 Hz, 16-bit PCM, .wav. Other formats (e.g., .mp3) are converted automatically.
Hold Music: If checked, asset is available only in hold contexts.
Add Announcement — TTS
Announcement Name: Required.
Provider: Required. Lists only preconfigured providers.
Text: Content to be read.
System generates audio via provider API and saves asset with display & internal name.
Preview and Playback
Inline preview with Play button.
If unavailable due to environment/network restrictions, use Export to download.
Usage Scenarios
Create IVR Announcement (TTS): Select TTS > Provider > Enter text > Save > Use in IVR.
Upload Queue Hold Music: Select File > Upload > Check Hold Music > Save > Use in Queue.
Routing Screen
Purpose and Scope
The Routing screen defines inbound call rules (DNIS/DID) for directing operator-delivered calls to internal targets (IVR, Queue, or Contact). Without rules, inbound calls are declined by the Call Manager.
Navigation and Access
Menu Path: System Management > Routing
Role Requirement: Admin or inbound routing permission
Prerequisites:
CallerID/DID format must be confirmed with the operator.
IVR/Queue/Contact targets must be predefined.
Screen Anatomy
Columns: Number, Target, Name.
Top Toolbar: Search, column visibility icon, +Add button.
Row Menu (…): Edit, Delete, Bulk Edit.
Add Routing Rule (Modal)
Number: Must match operator-delivered format exactly.
Target: IVR, Queue, or Contact.
Name: For reporting/readability.
Hold Music: Optional; Queue setting takes precedence.
Target-based Call Flow
IVR: Enters IVR flow, conditions processed there.
Queue: Bypasses IVR; directly routed to queue.
Contact: Routed to defined user/device. Original caller ID can be passed if
{RemoteNumber}is supported.
Time Condition Management Screen
Purpose and Scope
The Time Condition module defines rules for routing calls based on day/hour/month ranges (e.g., business hours, lunch breaks, campaigns, holidays).
Important: Time conditions work only inside IVR. If target is a Queue (IVR bypassed), they are ignored.
Navigation and Access
Menu Path: System Management > Time Condition
Role Requirement: Admin or call flow/rule configuration permission
Prerequisites: IVR must contain nodes that use these conditions with proper matched/unmatched branches connected.
Screen Anatomy
List: All defined conditions, showing Name, Description/Range summary, Creator, Date.
Controls: Search, +Add, Row Menu (Edit/Delete).
Add Time Condition (Modal)
Fields: Name, Start Day, End Day, Start Time, End Time, Start Month, End Month, Start Day of Month, End Day of Month.
Logic: Condition matches only if all criteria (day, time, month, day-of-month) are satisfied.
Multiple Range Examples
Weekday Office Hours & Lunch: Define separate conditions for morning, afternoon, and lunch.
Public/Religious Holidays: Either update a single “Holiday” condition each time or create multiple specific ones.
Night Shifts: Split across midnight (22:00–23:59 and 00:00–06:00).
Best Practices
Place specific conditions first (e.g., Holiday), then general ones (e.g., Business Hours).
Always connect both Matched and Unmatched branches in IVR.
Use real calendar dates for accuracy (consider 28/30/31 days).
FAQ
Why is condition not working? Possibly because Queue is used directly instead of IVR.
Why wrong branch? Order of conditions is incorrect; reorder from specific to general.
How to handle lunch breaks? Create a separate condition.
How to handle overnight hours? Split into two conditions.