Users in Evo Voice are endpoints capable of making and receiving phone calls and chat messages. These users may also be referred to as Devices or Extensions in some systems.
In Evo Voice, a User can represent:
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An operator logging into the HostedSuite Console.
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Individuals using the mobile app.
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Users utilizing the softphone feature.
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SIP devices like Polycom phones or SIP-based softphones.
Creating a User:
To create a user:
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Navigate to the Endpoints section in Evo Voice and click on "New Endpoint" > "User".
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Fill in the following fields:
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Customer: Is this user associated with a specific customer?
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First Name/Last Name: Descriptive names for caller ID, etc.
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Email Address/Password: Used for signing into the App/Soft Phone and configuring HostedSuite.
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Mode: Choose from Soft Phone, SIP phone, or Flow (unless specifically for a SIP device, set to Soft Phone).
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Click "OK" after specifying all fields.
User Flow:
Assigning a Flow to a User is crucial, as the User's flow is executed when attempting to make outbound calls or chat messages. For instance:
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When clicking the Dial button in the app and entering a phone number.
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When a SIP device dials a number.
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When an operator in the HostedSuite console dials out/transfers.
Extensions:
Evo Voice does not operate with traditional extensions by default, but it can be configured to work that way if desired.
User Flow Examples:
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Simple User Flow Example:
Create a Flow named "Users" and assign it to the User. Add a Say node to the Flow, which echoes back whatever the user tries to dial.
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Realistic User Flow Example:
Use the String Match node to compare dialed numbers. For example, dialing 4000 rings Alex, 4001 rings Patrick, and any other number attempts to connect to the outside world.
Note: Extensions can be reused in different flows without causing conflicts.
Understanding User flows is essential as they dictate the actions when users attempt to dial out or engage in communication.
SIP Phones
When a user is configured as a SIP Phone, the SIP tab becomes enabled, displaying information similar to the following:
Note: The SIP password used for the SIP device is different from the password configured earlier when creating the User. You can reveal the SIP password by clicking the Eyeball icon next to the password field.
Configuring SIP Devices
Here's an example configuration for a Polycom device:
Please use the Domain field for all SIP server settings (Outbound Proxy, Registrar, etc.). If all fields are entered correctly, your SIP device should REGISTER successfully.
e911
To enable emergency dialing on a SIP Phone, refer to the dedicated E911 topic.
Troubleshooting SIP Devices
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Nothing happens when you dial: Ensure that you have assigned a Flow to the User Endpoint. The User's flow determines the action when dialing out.
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Device doesn't REGISTER: Verify that you are using the password shown on the SIP tab, as it differs from the one used during user creation. Additionally, ensure that you enter a fully qualified username (e.g., user@domain) as shown in the Polycom example.
Flow Mode Users
Flow Mode is a user mode that works differently from Soft Phone and SIP modes and is not commonly used.
How Soft Phone and SIP Modes Work
In Soft Phone and SIP modes, the Flow and its settings associated with the user are always used when that user makes an outgoing call. For example, when a SIP phone or the app dials a number, the user’s Flow is automatically applied.
How Flow Mode Is Different
Flow Mode works differently. Flow Mode users cannot sign in directly. Instead, they can be called through a Dial Node, which will trigger the Flow specified for that user.
Example Use Case: Auto Attendant Flow
Imagine you want to create a call tree (Auto Attendant) with extensions. Normally, your Prompt Node might be used to ask the caller to press a number for different options. Without Flow Mode, you can’t easily dial into this Flow from your SIP phone without complex configuration.
With Flow Mode:
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You can create a Flow Mode User and assign the Auto Attendant Flow to that user.
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Configure your main outgoing flow for SIP/Soft Phone users to dial by extension.
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When someone dials the Flow Mode user's extension, the Dial Node won't simply call that user. Instead, it will execute the Flow assigned to the user.
Flow Mode User Analogy
Think of a Flow Mode user as someone who has forwarded their phone to a specific Flow. Dialing this user’s extension won’t call the user directly but will execute the Flow with the settings specified for that user.
Important Notes
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Multiple Flow Mode Users: If you have more than one Flow Mode user in the Dial Node, only the first one in the list will be used, and the others will be ignored.
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Not Commonly Used: Flow Mode is a special use case and typically does not need to be understood or configured by most users.
In summary, Flow Mode allows for advanced configurations using Dial Nodes to trigger specific flows, like Auto Attendant, based on user extensions.