System Preferences

Preferences are system-wide settings that apply to every extension and call on your Cloud Voice phone system. To reach them, go to PBX Settings > Preferences.

Basic preferences

Setting	Description
Device Name	The name of the phone system. Cloud Voice uses it as the sender name on any email the system sends out.
Name Display Format	Controls how an extension user’s name and a contact’s name are displayed. Choose one of: First Name Last Name with Space Inbetween, Last Name First Name with Space Inbetween, or Last Name First Name without Space Inbetween.
Max Call Duration (s)	The longest an active call is allowed to run system-wide. Once a call hits this limit, it is disconnected. Defaults to 10800.
Tone Region	Pick your country, or the nearest one to it, so the correct default dial, busy, and ring tones are used.

Note

For outbound calls, the Max Call Duration (s) value set on the calling extension overrides this global limit.

Organization management

Setting	Description
Organization Management	Turn this on to group extension users into organizations.
Company Name	Your company name. It becomes the name of the root (top-level) organization.

Caller ID name

Caller ID name display rules

These rules decide how the caller’s name is shown when a call comes in.

Cloud Voice App (web and desktop) and extension endpoints (such as IP phones and softphones). Choose one:

• Show both the matched contact name and the caller ID name carried by the caller.
• Show only the matched contact name.
• Show only the caller ID name carried by the caller. If the caller sends a number with no name, the matched contact name is shown instead.

Note

These rules currently affect only the incoming-call screen and the in-call interface.

Note

When Display Call Feature Name or Display DID/DDI Name is enabled, the distinctive name is inserted between the matched contact name and the caller ID name in the first option, and placed in front of the matched contact name or caller ID name in the third option.

Cloud Voice App (mobile). Choose one:

• Show both the local contact name and the name carried in the From header of the SIP (Session Initiation Protocol) message. SIP is the signaling that sets up each call, and the From header is where the caller’s name and number travel.
• Show only the local contact name.
• Show only the name carried in the SIP message’s From header. If that value is a number, the local contact name is shown instead.

Note

For this rule to take effect in the mobile app, users must update to at least these versions:

• Cloud Voice App for iOS: version 5.21.3 or later
• Cloud Voice App for Android: version 5.21.7 or later

Distinctive Caller ID name

Setting	Description
Display Call Feature Name	When enabled, the caller ID shows the originating name for calls that reach a user through a ring group, queue, IVR (Interactive Voice Response menu), or call flow.
Display DID/DDI Name	When enabled, the caller ID shows the DID / DDI name of the trunk the call arrived on. DID (Direct Inward Dialing) and DDI (Direct Dialling In) are the same thing: a phone number on a trunk that routes straight to a destination.
Display the Diversion SIP Header for Extension Forwarding	When enabled, if a call to an extension is forwarded straight to the destination type configured under Extension Forwarding with Diversion SIP Header, the caller ID shows the name and number of the extension that forwarded the call.

Note

The forwarding information appears on both SIP endpoints and the Cloud Voice App. For it to display correctly in the app, users need at least these versions:

• Cloud Voice App for desktop: version 1.22.4 or later
• Cloud Voice App for iOS: version 5.25.15 or later
• Cloud Voice App for Android: version 5.25.14 or later

Masked number

Choose the scenarios in which external numbers are hidden. When masking applies, the number shown in the call window and in call logs is masked.

Note

• Masking works on IP phones, softphones, and the Cloud Voice App. External numbers are not masked on analog phones.
• Numbers shorter than 6 digits are never masked.
• You cannot call back a masked number.

Setting	Description
Calls initiated via “Open API”	When enabled, the destination number is masked when a third-party application places an external call through the API (Application Programming Interface, the connection other software uses to control the phone system).
Calls initiated via “Speed Dial”	When enabled, the destination number is masked when a user places an external call using Speed Dial.
Calls initiated via “Click to Call”	When enabled, the destination number is masked when a user places a call with click-to-call through the Cloud Voice Chrome extension. The extension must be version 4.11.1 or later.
Incoming Calls	When enabled, external numbers are masked on inbound calls.

Call notes

Choose the call scenarios in which users can attach tags and remarks to a call.

Setting	Description
Calls from Queue	When enabled, queue agents can add tags and remarks during a queue call or its wrap-up time, then review or edit those notes later in the matching call log.
Calls from Ring Group	When enabled, ring group members can add tags and remarks during a ring group call, then review or edit them later in the matching call log.
Calls to Voicemail	When enabled, users can add tags and remarks to calls that were routed to their extension’s voicemail, from the matching call log. For calls sent to a group voicemail, only administrators can add or edit notes, in the call detail records (CDR).
Calls to Extensions	When enabled, users can add tags and remarks during calls they answer, then review or edit them later in the matching call log.
Outbound Calls	When enabled, users can add tags and remarks during outbound calls they place, then review or edit them later in the matching call log.

Presence

Define custom presence statuses so extension users can signal their availability. Presence syncs across the Cloud Voice App at these versions or later:

• Cloud Voice App for iOS: version 5.15.8 or later
• Cloud Voice App for Android: version 5.15.4 or later
• Cloud Voice App for Windows: version 1.13.3 or later
• Cloud Voice App for Mac: version 1.13.3 or later

Tip

It is recommended to keep the default configuration for the Do Not Disturb status. In this status every incoming call is routed to the designated destination, and the user does not receive calls from queues, ring groups, or paging groups.

Filter number

When this option is on, the system strips every special character from a dialed number, keeping only digits and the +, *, and # symbols, before sending the number to the trunk.

Note

• If the outbound route used for the call has number adaptation configured, filtering runs after the number is adapted.
• This setting affects call-rate matching, but it does not affect the emergency-calling prefix.

DTMF

DTMF (Dual-Tone Multi-Frequency) is the tone a phone sends when a key on the dial pad is pressed. Auto attendants, IVR menus, and voicemail systems listen for these tones to know which digit the caller entered. The settings below control how the system generates and forwards them.

Setting	Description
DTMF Passthrough	When enabled, the system passes DTMF tones straight to the far end without processing them.
DTMF Duration (ms)	How long, in milliseconds, each DTMF signal the system sends lasts. Defaults to 120.
DTMF Gap (ms)	The interval, in milliseconds, between two DTMF signals the system sends. Defaults to 120.

Extension preferences

The table below lists the default extension ranges. You can adjust any range to suit your numbering plan.

Note

• The system treats each of the following as an extension, and users can dial its number to reach it directly.
• A user extension can be up to 11 characters long; every other extension type is limited to 7 characters.

Extension Type	Default Range
User Extension	1000 - 5999
Parking Extension	6000 - 6099
Group Voicemail Extension	6100 - 6199
IVR Extension	6200 - 6299
Ring Group Extension	6300 - 6399
Queue Extension	6400 - 6499
Conference Extension	6500 - 6599
Paging Extension	6600 - 6699
Account Trunk	6700 - 6799
WebRTC Trunk Number	6800 - 6899
Call Flow	6900 - 6999
AI Receptionist	7000 - 7099