Using Axon virtual PBX and IVM AA with Multi Extensions

[John_0029]

Hi All,

I am in desperate need of some guidance here. Here is what I would like to do.

When a call comes in I can take the call via PC headset. While on the line with the customer another call comes in and is automatically forwarded to the next available extension and placed on hold where they will hear an on hold message that I will record. They will stay there listening to that message until I am done with the first caller and can then select to answer one of the holding lines.

 

I would also like to give the holding caller an option to press some keys on their phone to leave a message if they don't wish to hold.

 

So the recording might say "Thanks for calling, please hold for the next available rep or press 2 at any time to leave a message and we will return your call as soon as possible. You may continue to hold and your call will be answered in the order it was recieved. Blah Blah Blah more on hold talk and messages about our company".

 

Please let me know if you need more info to be able to help me.

 

Thanks in advance,

John

[John_0029]

It seems like this is working when I place a test call to my business number from my cell I hear the IVM default message that says replace this message with one of your own.

 

How am I supposed to answer the call and speak to the caller with my pc headset?

 

Thanks,

John

[pythonpoole]

The best way is to use IVM in combination with Axon. Axon allows you to have full control over call routing for your phone system, you can easily set-up ring groups that can phone multiple extensions for incoming calls.

 

The basic idea is IVM answers the call, asks the caller if he/she wants to hold or leave a message. If the former, IVM forwards to Axon which is set-up with all the softphone extensions. If the latter it goes straight to the IVM mailbox.

 

By the way, as for your question about taking calls with your headset, you will need softphone software such as NCH's Express Talk or another SIP compatible softphone.

[John_0029]

Thank you for the reply. I just found out that I need Voip for this to work. I have signed up for VoicePulse but did it just in time to have to wait until Monday to activate my account. Errrrr.

 

Guess I'll be back then.

Thanks again,

John

[pythonpoole]

You actually don't need a VoIP service to make this work, although it would probably make it easier. IVM can connect directly to traditional analogue phone lines with either a Voice Modem or Telephony Board. Axon however is primarily VoIP based and to use analogue lines with it, you'll need an FXO adapter or a Telephony Board in combination with FXO converter software like NCH Carousel.

[John_0029]

Okay. I have just set up through "Flowroute". I made an out going test call and it worked! When I call the DID number that I bought from them I get a message from the local phone company saying that the call cant be completed as dialed.

 

Is the following something that I need to configure there? What will I have to do to get inbound calls?

 

This is right off of their website for setting up inbound calls.

 

[John_0029]

One of the admins from Flowroute emailed me with this message. Please tell me how to do this.

 

I sent a test call to this number and it seems that your PBX is

returning a 404 not found error to our servers. Make sure that your PBX

is configured to handle calls coming in for this DID. This usually means

routing it to a phone/extension on your PBX.

 

 

Thank you,

John

[pythonpoole]

You can try sip:<your Axon extension or group here>@<your ip address here>

 

Example: sip:700@100.55.55.12

 

If that doesn't work, your firewall may be blocking the connection to Axon.