PBX Portal
- 5 categories
- 65 articles
Setting up your First Customer
Describes the essentials for setting up the SkySwitch Partner to begin using the PBX portal.
Last updated on December 5, 2024 at 5:26 PM
SkySwitch Partner Dashboard (Dashmanager)
An introduction to the Reseller Dashboard and an overview of the various components and features available.
Last updated on October 24, 2024 at 2:12 PM
Button Builder
An overview of the features and use of the Button Builder found within the PBX portal that allows users to configure buttons on supported phones using a WYSIWYG (What you see is what you get) UI.
Last updated on February 7, 2025 at 11:28 AM
Add a SIP Phone to a User
This details how to add a SIP phone to a user either via auto-provisioning or manually adding the phone to the user's profile.
Last updated on March 5, 2025 at 6:04 PM
WebCentrex (PBX) Introduction
An introductory document to the SkySwitch Web Centrex (PBX) solution.
Last updated on November 4, 2022 at 8:05 PM
Enable/Disable Voicemail Transcription
Voicemail Transcription is a premium feature that can be enabled at the Domain-Level or User-Level by a Reseller or Office Manager. This feature transcribes voicemail messages into written text, although it is not always completely accurate due to factors such as background noise or dialects and accents.
Last updated on March 6, 2025 at 1:35 PM
Adding Messages to Music on Hold
This article provides a guide on how to add a greeting or message to be played at specific intervals in music on hold using Audacity software.
Last updated on March 2, 2023 at 5:27 PM
Change Outbound Caller ID for a PBX User
How to set up outbound Caller ID for a number; this article also contains some information on how CNAM works.
Last updated on December 1, 2022 at 5:49 PM
Attendant Console
The Attendant Console is a feature that connects your PBX to a web UI, allowing you to manage presence, transfers, parking, and queues. The feature is not enabled by default and can be turned on or off via the Branding tab, and it is available from the user bar at the top-right side of the PBX portal.
Last updated on May 30, 2023 at 6:57 PM
Bulk Import Users and Devices
The SkySwitch Platform offers Bulk Import Tools to add medium or large customers with five or more seats quickly and easily via a spreadsheet.
Last updated on December 11, 2024 at 7:12 PM
Why are there multiple lines on a VoIP Phone?
This article discusses how VoIP phones differ from PSTN phones, with a major innovation being the use of multiple lines on a single device. In VoIP, a 'line' is a username, and most phones in the market allow for 6 to 8 simultaneous calls per username, which can be limited as desired.
Last updated on September 3, 2024 at 3:06 PM
Dial Plans
This article provides an overview of Dial Plans and their significance in telephony. Dial Plans are sequences of characters used to filter, allow, disallow or manipulate dialed numbers.
Last updated on March 2, 2023 at 4:54 PM
Conference Controls
This article lists various star code conference actions that can be used by leaders who are logged in to a conference bridge, including toggling mute, adding participants, starting and stopping recording, adjusting volume levels, announcing active participants, and muting and unmuting all participants.
Last updated on August 13, 2024 at 11:48 AM
Distinctive Ring
This article describes how to configure distinctive rings on Polycom, Yealink, and Grandstream GXP phones for different department calls, enabling users to identify the caller's identity without checking the Caller ID. Additionally, it provides steps to configure distinctive rings for inbound external calls based on the inbound DID, and for internal calls by assigning all users to an internal department, so unique rings can be used when users with supported SIP devices call another extension within the same domain.
Last updated on November 15, 2024 at 1:15 PM
Account Codes
The Account Code feature is used for tracking and billing purposes in phone systems, typically requested by law firms.
Last updated on March 3, 2023 at 3:36 PM
Working with Voicemail
This article provides information on accessing voicemail on a PBX phone system. The default voicemail numbers are 5000 and 5001, and This article also lists PIN numbers that are blocked for security reasons. Enhanced voicemail allows the caller to try a different extension before leaving a message, and users can set a maximum data limit for voicemail storage. This article also includes instructions for setting up a general voicemail account.
Last updated on March 12, 2025 at 9:42 PM
Activate Night Mode
This article provides step-by-step instructions on how to configure a night mode answering rule on a phone system, which can be activated or deactivated by using star codes.
Last updated on April 25, 2023 at 6:06 PM
What is Enhanced Voicemail?
This article describes Enhanced Voicemail, a feature that allows callers to try a different extension before leaving a message. When this feature is enabled, callers hear a prompt that gives them the option to dial another extension or leave a voicemail message.
Last updated on February 28, 2025 at 10:22 PM
Setting up a General (Shared) Voicemail Account
This article explains how to activate Message Waiting Indicator (MWI) for a shared voicemail account on multiple phones by creating the shared account as an additional line on the desired extensions. However, all devices connected to a shared voicemail account will impact the MWI status, and the configuration will cost one seat license to add the device(s) to the "Shared Voicemail" user.
Last updated on September 27, 2024 at 6:47 PM
How to Setup a Ring Group (aka Hunt Group)
This article explains the concept of a Hunt Group or Ring Group, which is used for distributing phone calls from a single DID to a group of several extensions and/or external numbers. This article provides a step-by-step guide for configuring a Hunt Group, including creating a routing user, configuring simultaneous ring groups, and editing answering rules.
Last updated on March 12, 2025 at 3:21 PM
VMail Notify (Nag)
This article discusses VMail Notify, a feature that allows PBX users to configure repeat calls until voicemail messages have been read. The feature is aimed at users who are out of the office or require call reminders.
Last updated on October 25, 2024 at 6:01 PM
Change the Timezone in Call Records and Voicemails
This article explains that all time information in a portal, including call history records, voicemail timestamps, and answering rule timeframes, is controlled by the timezone associated with a specific user login. Users must adjust their timezone settings to reflect their desired timezone and are warned not to make changes to certain domain users without creating a request to support.
Last updated on March 6, 2025 at 3:00 PM
Configure Shared Line Appearance (SLA)
This article explains the concept of Shared Line Appearance (SLA), a feature that mimics traditional KSU interfaces. SLA enables users to hold and unhold calls from any phone and put calls on hold and pick up calls from any line. This article also explains the rules of SLA and provides an example of how to set it up with up to 12 lines on each device.
Last updated on July 10, 2024 at 3:57 PM
Add Provisioning Server URL onto a SIP Device
An overview of the provisioning process for SIP phones.
Last updated on February 24, 2025 at 3:16 PM
Source for Music on Hold
This article simply states that Bensound offers a collection of royalty-free music on hold audio files, which can be accessed at their website.
Last updated on April 30, 2024 at 5:26 PM
Music on Hold (MoH) Management
The article discusses Music on Hold (MoH) settings for multiple users or Queues, including user access and MoH settings for domains, users, queues, and sites. MoH settings such as enabling MoH, randomizing music, and playing an introductory greeting are also discussed. The article explains how to add music on hold and the behavior of MoH, including chaining MoH behavior and volume control. It also warns against using commercial music without proper licensing and directs users to a selection of Royalty Free music to avoid legal penalties. The article also notes that music on hold for conference bridges is fixed and not configurable.
Last updated on September 5, 2024 at 5:23 PM
Forward Queued Calls to Voicemail
This article explains the four possible voicemail destinations for calls in a Call Queue, including setting up a Forward-To or Forward-if-Unanswered number, the Queue Owner's voicemail, and the option for callers to leave a voicemail by pressing 2.
Last updated on March 2, 2023 at 6:07 PM
Add, Remove, or Modify a Dashmanager User
This article outlines how to add, remove, or modify a user in your reseller dashmanager and how to request that a Partner User have access rights changes or be moved up to have admin rights for the dashmanager.
Last updated on February 17, 2025 at 7:14 PM
How to Configure Call Queues (ACD)
This article details the five types of call queues available, including Round-robin, Ring All, Linear Hunt, Linear Cascade, and Call Park. The article explains that administrators can customize each queue to suit their business needs, enabling callers to be placed in a queue until the next available agent is free.
Last updated on June 26, 2024 at 5:11 PM
Dashmanager 2FA Login
For a more secure method of logging in to the dashmanager, a user may use 2FA (Two Factor Authentication) to log in. When 2FA is enabled, the user will first log in with their username and password, they will then be prompted for a 2FA code that has been sent to them.
Last updated on December 18, 2024 at 9:47 PM
Conference Bridges
This article explains the two types of conference bridges: the Dedicated Conference Bridge and the Owned Conference Bridge. The Dedicated Conference Bridge is suitable for use by several people and can be managed by an Office Manager or higher, while the Owned Conference Bridge is best for an individual user who can then manage the participants and settings from their user portal.
Last updated on March 2, 2023 at 5:37 PM
Differences between Residential and Non-Residential (Business) Domain
This article provides a comparison of the features offered by two different types of domains: residential and non-residential/business. The features compared include extension to extension calling, voicemail, remote voicemail access, operator forwarding, contacts, presence panel, and departments.
Last updated on January 3, 2024 at 4:40 PM
Direct Inward System Access (DISA)
This article explains what a Direct Inward System Access (DISA) application is and how it can be used to allow external callers to use internal PBX phone systems.
Last updated on March 2, 2023 at 5:34 PM
Handling Hung Calls
This article describes how to handle"Hung calls", which are calls that appear as active on a switch but are not actually active due to an undetermined call state resulting from the failure of an IP packet to update the switch. The switch will terminate the call after a period of time, but in some cases, support may need to manually terminate the call.
Last updated on March 6, 2023 at 11:31 PM
Hot Desking (aka Hoteling)
This article explains the concept of Hot Desking, where multiple users can share a single device or physical workspace and receive phone calls. The platform mentioned in this article offers certain rules to be followed while setting up the devices for hot desking, including disabling feature sync, creating user accounts for each physical user, logging in and out of the extension, etc.
Last updated on March 2, 2023 at 6:11 PM
Call Parking with Ringback
This article provides instructions on how to configure and use the Ringback feature in Call Park Queues for parked calls, as well as how to set the timer for system prompts that allow callers to leave voicemail. It also explains the use of star codes for dynamic call parking and provides information on the range of extensions where call parks must be created to work with the system default settings.
Last updated on December 21, 2023 at 6:50 PM
How phone numbers are associated with dropdown in User Profile
In the PBX Portal, user profile Caller IDs are populated based on numbers in the PBX inventory. Numbers are available as existing Direct Inward Dialing (DID) or ported-in numbers that are successfully integrated into the domain. If a user's phone number is manually imported and later replaced by another number from the dropdown, the original number will no longer appear in the user's profile, reflecting the system's reliance on either inventory data or the most recently selected number.
Last updated on April 11, 2024 at 1:44 PM
Time of Day (TOD) Routing
This article explains how to route DIDs based on the time of day; directly from the DID Inventory edit modal within the Portal. This article includes the process of adding the required UI configs and using the feature within the portal.
Last updated on July 8, 2024 at 5:06 PM
PBX Hardware Inventory
The PBX Hardware Inventory is a powerful tool that allows you to manage an inventory of phone hardware for a customer. This page explains how it works, and answers some frequently asked questions. There are also helpful troubleshooting resources found on this page.
Last updated on June 6, 2024 at 5:37 PM
SkySwitch Provisioning Server (NDP)
The SkySwitch Provisioning Server (NDP) enables remote provisioning of SIP devices and fine-tuning of the configuration profiles sent to supported devices by creating overrides. It is not necessary to use the provisioning server, as basic phone auto-configuration can be done using the PBX portal, but the server provides greater control over device features through device overrides.
Last updated on April 24, 2024 at 2:25 PM
Caller ID Prefix
This article explains how the Caller ID Prefix field can be useful for identifying which number was dialed when multiple DID's are pointed to the same extension or ring group. It allows adding characters to the Caller's ID.
Last updated on March 6, 2025 at 3:34 PM
Moving to a different Geo Node
This article serves as a guide for those who are selected to move to a different primary Geo-redundant node. The SkySwitch Team will make most of the changes required, with zero to minimal downtime, and provide instructions for reconfiguring devices that do not move over automatically.
Last updated on May 20, 2024 at 2:42 PM
Incoming Call Pop Out
This article explains that when an incoming call is received while logged into a branded portal or dashboard, the user can either accept or reject the call.
Last updated on March 6, 2023 at 6:18 PM
Allowing or Blocking Callers
The Answering Rules page has an Allow/Block button that allows you to permit or block calls from certain numbers. Using this feature, you can block unwanted calls to your phone, as well as calls from anonymous and unwanted numbers. Allowed numbers bypass user Do Not Disturb and Call Screening rules to ring through immediately.
Last updated on March 4, 2025 at 6:53 PM
How to Update an Auto-Attendant Greeting by Telephone
This article explains how to update the menu greeting of an Auto Attendant by dialing an access code from a registered device. Each greeting has a unique access code that can be found by managing the menu prompt from the relevant auto-attendant configuration page.
Last updated on May 20, 2024 at 11:55 PM
Answering Rules
This article provides instructions on how to create answering rules in order to screen callers, forward calls, and ring multiple numbers simultaneously on a phone system.
Last updated on March 5, 2025 at 7:29 PM
User Roles - PBX Manager Portal Overview
This article explains the various PBX user roles and their limitations. Users can be assigned different user scopes, which include no portal access, simple user, basic user, and office manager/IT.
Last updated on February 3, 2025 at 4:30 PM
How Do I Configure and Use Shared Contacts?
This article explains how to use the Shared Contacts feature in the Portal that allows Office Manager and higher scopes to create and manage a group of contacts that can be viewed by all users within a domain.
Last updated on October 9, 2024 at 8:47 PM
SIP Coloring Rules
This article provides a file download link for Wireshark users to apply SIP coloring rules to their network packet capture analysis. Users are instructed not to edit the file outside of Wireshark and to ensure that the file does not have a file extension.
Last updated on March 6, 2023 at 7:49 PM
How to use SIPTAPI
This article provides instructions for setting up SIP TAPI, a Windows layer that allows native applications to initiate telephone calls through a standard programming interface.
Last updated on March 6, 2023 at 9:10 PM
Feature Requests with SkySwitch
This article explains how SkySwitch handles feature requests submitted by its partners.
Last updated on July 31, 2024 at 6:55 PM
811 - Call Before You Dig
This article explains the importance of calling 811 before digging to avoid unintentionally hitting underground utility lines, which can cause injury, property damage, service outages, and fines.
Last updated on March 6, 2023 at 11:38 PM
Add or Update SMS Number in Profile
This article provides instructions for Dashmanager users to add a valid US phone number to their profile for SMS verification purposes upon login.
Last updated on March 6, 2023 at 11:39 PM
Time Frame Toggle with Application-Aware BLF
The Time Frame Toggle feature can be enabled on individual users via Button Builder. This allows an individual user to enable and disable their own answering rules with a button on their phone. The phone button will show as a green when the answering rule is enabled, and red when the answering rule is disabled.
Last updated on March 29, 2023 at 10:04 PM
Agent Status Toggle with Application-Aware BLF
The Agent Status Toggle Button can be enabled for Call Center Agents to log in and out of Call Queues while showing their status on a BLF button, with the button showing as green when the agent is logged in and red when they are logged out. The setup can only be done through Button Builder, and the Queue Toggle will log the agent in and out of all associated queues.
Last updated on March 7, 2023 at 4:00 PM
Auto Attendant Timers
This article explains how to set timers on Auto-Attendants, which include 'Timeout before first key press', 'Timeout after last key press', and 'Maximum key presses to collect', with default times of 4 seconds, 3 seconds, and unlimited respectively.
Last updated on May 20, 2024 at 11:57 PM
Setting up a 611 Customer Service Line
This article explains how to set up a customer support line by creating a user on a reseller domain and forwarding calls to a telephone number within the system. Customers can reach the support line by dialing 611 from any phone registered under the reseller account, and the process involves sending a support ticket to request the creation of the 611 user, editing the answering rules to forward calls to a DID associated with a user in a different domain, and not adding or deleting any users from the primary 0000 domain.
Last updated on December 2, 2024 at 10:26 PM
Dial Permissions
This article provides a list of various Dial Permissions that determine a user's ability to make calls based on the rules set for each permission.
Last updated on February 7, 2025 at 7:28 PM
Audit Logs
This article explains how to access and use audit logs in the PBX Portal for tracking changes made within the system.
Last updated on March 13, 2024 at 4:18 PM
Scheduled CDR Exports
This article explains how to schedule exports for Call Detail Records (CDR) at the reseller and domain levels using the reporting tabs.
Last updated on March 6, 2025 at 5:34 PM
Auto Attendant Language Feature
The PBX portal now allows for setting different languages for the prompts on the first and second tier of the Auto Attendant by adding UI Configs in the Branding tab of the portal. This feature enables the Auto Attendant to handle multiple languages and includes a drop-down in the AA designer for language selection on each tier of the AA.
Last updated on May 20, 2024 at 11:56 PM
Enabling Teams Connector SSO Admin Access from within Dashmanager
This article provides instructions on how to enable Teams Connector Dashmanager SSO Admin Access. To enable the access, users need to fill in their TeamMate Admin Username and Password in the Teams Connector Admin section and click the Save button. This article also outlines how to enable the access for other users.
Last updated on August 8, 2024 at 1:58 PM
Why does my voicemail show it's from a Routing User, or a User and not the actual person who left the voicemail?
This article discusses a possible cause of an issue where voicemail shows the wrong caller information. This issue can occur due to Call Transfer and failover, and the solution is to ensure that all devices are registered to the same node.
Last updated on March 8, 2023 at 8:47 PM
Route DID by ANI
This article provides a guide for setting up the Route by ANI (Automatic Number Identification) feature, which enables incoming calls to be routed based on the caller's phone number (ANI), callee's phone number (DNIS), and the domain of the call.
Last updated on March 3, 2025 at 10:17 PM
Cradle to Grave
This guide explains Cradle to Grave and how to access this feature within the PBX Portal.
Last updated on July 30, 2024 at 6:29 PM