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Lines & Devices (Admin Center)

Usage and Access

The Lines & Devices options let you manage a user's internal phone line(s) and any physical phones connected to it. Internal lines are six digits long but regular ten-digit phone numbers can be associated with them using the Direct Phone Numbers feature.

The feature is a category of the Users & Phones options. Because it has its own six settings sub-categories we gave it a separate article to keep things simpler. Find the main User & Phones article here.

Access Lines & Devices by selecting a user at Admin Center Menu>Users & Phones  and expanding the Lines & Devices category. If the list of lines for the user is empty you would want to add a new line (see next). 

Select  to edit an existing line and open its settings.

Select    to delete a line. This cannot be undone and even if you immediately create a new line for the user its number will not be the same as the one you deleted!

Adding a New Lines

Select ADD DEVICE to add a new line to the selected user. 

You will be prompted to CONFIRM the billing of the new line to your phone system account. 

The line number will be automatically generated by the system based on an ongoing sequence. 

You will be directed to the settings screen (see next) so you can finish setting up the line and its devices.

Lines & Devices Settings

Edit a line or create a new one to show its settings screen. There are six expandable settings categories. When making changes you need to make sure to SAVE each category separately.

On the top-right you can use the arrows to select the next or previous line without having to go back to the list of lines.

General Info

Description: This is useful if the user has several lines, so you can detail what is each one used for.

Owner: The owner is the currently selected or created user. If you change it the line will disappear from the user's list of lines and you will have to find it under the list of lines of the new user you selected.

Internal Caller ID: This caller ID is shown only for internal calls to other phone system users.

You can use ten-digit numbers, other internal line numbers, and even extension, or:

  • Default will assign the default phone system caller ID that can be selected from Account>Account Settings>Default Caller ID.

  • Unknown to hide the caller ID.

  • Original: if the call is transferred, the original number of the caller is retained and the recipient will see this number instead of any caller IDs that would have been otherwise assigned to the call.

  • Original (must own the number): this is the same as the Original option except the recipient will only see the original number if it is considered to be owned by the person who placed the call. With external calls, the caller is always considered the owner.

Internal Caller Name: Enter any name or description that you want to be shown next to the user's internal caller ID on the line.

External caller ID: This caller ID is shown only when the user dials or transfers calls to external recipients and therefore you can only use ten-digit numbers for it. You can also select the other options as those available for the internal caller ID, but they will only apply if a ten-digit number is applied. 

External Caller Name: Enter any name or description that you want to be shown next to the user's line external caller ID.

E911 Location: E911 stands for Enhanced 911. It is a solution that allows VoIP (and mobile) users to be connected to emergency services personnel (such as police, ambulance, or the fire department) by dialing 911 on virtual phone systems, just as if they were using a regular landline.

Since the E911 system cannot locate a user based on his internal phone line or caller ID, you need to provide a phone number here that has had a physical address registration for it. This would usually be the main number of your company. Learn more about E911 registration requirements for E911 here.

Enable call recordings: This will enable call recording for both inbound and outbound calls on the line.

If the user has a direct phone number, call recording can also be enabled on it separately and will apply only inbound calls to that number. Enabling both call recordings options may create duplicate call recording records.

Call recrodings can be viewed and played in the Call History Report screen.

Device Info

Here you can see information and manage and provision physical SIP phones to work with the phone line. 

The desktop and mobile versions of the TeleConsole are considered as a device when using the relevant line and will be listed automatically here when the user signs in. The MAC address is not relevant in such a case and you also do not need to perform any provisioning. 

Disconnecting and Rebooting Devices

Disconnecting the device ends its connection with the Telebroad server, but this will be re-established if the device is rebooted or if the user signs out and signs back in.

Rebooting a device will bring the phone back to its last configured state. Rebooting has no effect on the TeleConsole app (or the mobile/desktop device that is running it) but it can help clear the connection and is often the administrator's first tool for troubleshooting. 

Setup and Provisioning

Provisioning configures a SIP phone to authenticate with a SIP server, applies specific preferences, and provides the user with telephony services and settings like extensions, lines, time zone and format, alerts, BLF and speed dial, voicemail, etc. You can read more about provisioning here.

Telebroad will usually provision your phones when initially setting up your account, but with the Admin Center you can make additional configurations and tailor phones to specific user needs.

Before provisioning, you should configure and define all the user's and phone features and preferences (including softkeys that are discussed next), but if you forget something you can always provision the phone again. 

Finding a Phone's Mac Address

To provision a phone you need to know its MAC address, which uniquely identifies it. Find it by looking for a sticker on the back or bottom of the phone. The MAC address is the 12-digit hexadecimal number, just above the bar code. 

If the sticker is missing you can log in to the phone's web user interface and find the MAC address there (we have user guides on how to do this for most of the phones we support.)

If you have to provision a lot of phones, collecting the MAC address manually can be very counterproductive. Consider, therefore, getting either a MAC address barcode scanner or a software tool that can collect all MAC addresses on your local network.

Provisioning a Phone

Select Setup & Provisioning to start the provisioning process. 

Start by selecting a phone brand Yealink, Polycom, Cisco, or Other. Your selection will change the content of the Provisioning template drop-down list to include only relevant items.

The template is a configuration file that can be edited to enable or disable various features, rules, and resources. In addition to general configuration files for each phone model, it is possible to create configurations for individual phones or groups of phones in the company. 

Enter the MAC Address for the phone you want to provision. You can enter multiple addresses separated by spaces to provision multiple phones.

Provisioning data: Provides details of specific resource folders on the provisioning server or additional  settings for your phone system that are not covered by the template file and Admin Center configuration. 

This will initially be provided by Telebroad's support team, but if you already have a data file you can edit it to fit your needs and enable (1 value) or disable (0 value) various features.

Only allow from these IP addresses: Leave this blank to allow provisioning for any IP address or provide IP address(s) to limit provisioning to only certain sectors of your network (you still need to provide MAC addresses regardless).

You can provide multiple addresses separated by spaces or commas. An address range can be specified with a slash symbol, for example

Device Softkeys

While a hard key (like a number on the keypad) has a fixed function, a phone's soft key (or line keys) can change its function contextually or based on the user's requirements.

With the Device Sofkey settings you can define the destinations for the soft keys before you provision the user's phone to apply these definitions.

Edit an existing key with   or select ADD KEY to define a new one.

Enter the Device Softkey number. This gets automatically filled in in a sequence (1,2,3...) to correspond to the first, second, third, etc. soft keys on the phone, but you can skip numbers if you wish. You can refer to our Telephone Keys Layouts and Quick Reference Guides articles for information about soft keys on phone models we support.

Advanced Settings

Ring Tone: Inbound callers will hear a ring tone while waiting for the caller to answer when you select Play Ringing. They will hear the default music (see below) when you select Play Music on Hold

Allow Login To Line Remotely: Select a user who can remotely log in and update the line's preferences. This can be the same user who owns the line or a different one, like an administrator. Select none to disable remote login. You also need to set up PIN for this to work.

Remote Login PIN: Enter and confirm a PIN to allow a user to remotely update the line's preferences. Leave these empty to prevent updating the lines.

For this to work you need to create an extension with a default calling route of the "Number menu" (found under the Predefined features destinations). When a user calls that extension, he can enter his line number and a PIN and follow the prompts 

Enable call screeningCall screening gives the user an idea about the identity of a caller so he can decide to accept the call or not. 

Enable the feature by selecting:

  • Play caller ID: The system will play the caller ID of the caller to the user before he decides to take the call.

  • Ask caller to record (his) name: The system will prompt the caller to record his name and play it to the user before he decides to take the call.

  • No: to disable call screening. Note that this may override forwarding. If you don't want to override use...

  • Unchanged (defaults to no): Disables call screening without affecting any routing.

Maximum calls to/from telephone line per day: Select a limit of calls for the line or select No limit. Limiting the number of calls may be useful for a metered extension subscription (although inbound calls are always free even with our metered plans). When a user reaches the outbound call limit he will hear a message "You are not allowed to dial this number". 

Send owner email of missed calls: This quick toggle will automatically email the owner of the line about any missed calls. The Missed Call Notifications settings (see below) provide more specific options and let you email other users as well, which is helpful if the line is shared or used by a group.

Allow to enter line in IVR menus: Toggle this on to allow callers to dial the line number from IVR menus and reach the user directly. You should include a prompt in the IVR menu like "If you know your party's extension you may enter it any time".

You also need to make sure that the relevant IVR menu general settings option of Allow to enter extensions at any time is enabled. Otherwise trying to dial an extension or a line will just make selections from the IVR menu (so if a user tries to reach extension 113840 he will just be connected to the department, queue, or other function assigned to the 1 key.)

Block Calls without Caller ID: This is a screening feature that automatically rejects callers who hide their caller ID. 

Do not disturb: When enabled, calls will be automatically routed to voicemail.

You can leave the choice of blocking calls or rejecting them with Do not Disturb to the user and let him enable these on his physical phone or TeleConsole app.

See the relevant phone user guide. For Poly phones search our knowledge base for "Auto reject". For Yealink phones search our knowledge base for "Call rejection".

On the TeleConsole it is not possible to block anonymous caller IDs, but specific phone numbers can be blocked from the Calls Log options.

Default Music

Select to listen to the current music(or sound/announcement) callers hear when the line rings. Change the current music with Select Music or select Use Default to go back to the system's default music (the default music can be configured by going to Account>Account Settings>Default music on hold).

Each music selection can contain up to 10 audio files that will play in a sequence. When you select or change the music you can use the arrow buttons to switch back and forth between those files (indicated as 1/3 in the following example.)

On the Edit Music screen you can select Add Music to go to the Voice Features>Audio Files>Music on Hold screen. Here you can upload, record, or use text-to-speech to create music on hold. See more about music and audio files here.

Forwarding Settings

Forward incoming calls to: Select a destination type and (if applicable) enter the Destination to route calls to from the line.

Use the same destination on busy or unregistered: Toggle this on to hide the "On busy" and "On unregistered" options. 

If disabled, calls for busy or unregistered users will be forwarded to the same destination as specified for "Forward incoming calls to:".

On no answer: Select a Forward to: destination type and (if applicable) enter the Destination to forward calls to when the user doesn't answer a call.

On busy: Select a Forward to: destination type and (if applicable) enter the Destination to forward calls to when the user is busy with another call (this option is hidden if "Use the same destination on busy or unregistered" is enabled).

On unregistred: Select a Forward to: destination type and (if applicable) enter the Destination to forward calls to when the user is not signed in to his TeleConsole app or phone (this option is hidden if "Use the same destination on busy or unregistered" is enabled).

Follow in hunt groups, page groups, and queues: Toggle this on to allow forwarding of indirect calls that the user receives from hunt groups, page groups, or queues.

Missed Calls Notifications

If you just want to notify the owner of the line about all missed calls it is easier to use the "Send owner email of missed calls" option in the advanced setting.

The settings here, however, allow you to notify other users (helpful if the line is shared) and send three types of notifications.

Select   to edit an existing notification or    to remove it. 

Select ADD to create a new notification. 

When creating or editing a notification, provide the recipient's name and email (only one per notification) and select if to notify only for calls from outside callers or direct calls only (meaning the call was not routed from a group, queue, etc.)

You can use the Active toggle to disable the notification without deleting it. 

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