3. DDI & Trunks
3.1 Trunks
Trunks
The trunks list will show you all available trunks or number ranges that are available on the customer account.
Please note that it is not possible to add a trunk as they are predefined at the time of the contract.
Under Trunks, you have the following options:
Trunk | Read-only |
Trunk identification number | Can be used by end users to make outbound calls and display inbound calls to/from a non-default trunk Please note that changing this number may affect end users. Therefore, we recommend informing end users before changing a trunk identification number. |
Drop extension | Assigns a drop extension (from a drop-down menu) We recommend configuring a drop extension for all trunks. To understand why the drop extension is important, you need to understand what happens when an inbound call is made to a DDI that is not currently configured with a destination. If a call is received for a DDI which is not configured as an inbound number on any target, the NFON telephone system will return a "NOT FOUND" message to the upstream carrier. In most cases, this translates to the caller getting the following message from their telephone provider: "The number you have called is not recognised. Please check the number and try again". This often leads to unnecessary support calls, as the customer thinks that something is not working or that there is a fault in their telephone system. This can be avoided by ensuring that all calls to all of the customer DDIs are properly routed by configuring a drop extension. The drop extension is often the customer's main number (e.g. phone extension for reception/switchboard). It could also be configured to play an automated message (IVR), informing the caller that the number they have dialled is not currently in service. |
Inbound blocklist profile | Assigns blocklist profiles (from a drop-down menu) A blocklist profile enables the creation of rules to block incoming calls. This feature only applies to external, not internal calls. |
3.2 DDIs
DDIs
The DDI list shows all DDI numbers configured in the customer account individually and their current destination, or target.
Under DDIs, you can change a DDI destination by editing an entry and then selecting an existing target as a destination.
This can be very useful and a time saver if you've imported extension configuration into the portal from a CSV file, as inbound numbers (DDI) cannot be imported using this method. If an extension is configured with a DDI against it, the change will be reflected under DDIs.
The DDI list will also allow you to look for spare DDI numbers in a customer account.
Voicemail service
The voicemail service allows users to connect to the voicemail system to retrieve their voicemail messages while being outside the office.
If configured on a DDI, users can dial this DDI number and will be connected to the voicemail system.
From there, they will be prompted to enter their extension number and then their voicemail PIN.
Note that this is not required if someone uses a softphone or NFON mobile app, as they will be able to retrieve their voicemail messages by calling the voicemail system on *791.