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How can I realize the CheSe Service with XPhone?

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Overview

Many PBX systems offer the option of mapping a “CheSe” configuration.

Requirements such as these are implemented:

  • The boss decides whether calls to his number ring at his office or at the secretary's office.
  • The secretary can call the boss on his direct extension at any time.
  • The boss can call any employee directly.

 

If the boss and secretary each have AnyDevice-Only lines in an XPhone Connect environment, the CheSe functions of the PBX can no longer be used because the lines are only operated on the XPhone Call Controller (XCC).

The CheSe logic must therefore be implemented by the XPhone Connect system.

This section describes how this can be implemented with the help of XPhone TeamDesk and the clever use of “on-board resources” (= dialing parameters)

 

The TeamDesk approach

The concept is described here using an example with specific telephone numbers.

 

Previously: CheSe via PBX

These numbers were assigned in the CheSe circuit on the PBX:

Boss                        +49(69)7755-400
Secretary           +49(69)7755-402

 

New: CheSe via TeamDesk

The boss receives a new “secret” number -401. His former extension is used for a newly created TeamDesk “Secretariat”:

TeamDesk „Secretariat“    +49(69)7755-400
Boss                                       +49(69)7755-401
Secretary                           +49(69)7755-402

The boss and secretary are assigned to the TeamDesk “Secretariat”. Both are assigned the roles “Team leader” and “Member” for full flexibility:

Typically, all members are assigned to the queue (including the boss) so that everyone can decide for themselves whether they want to take calls or not.

Since all members also have the team leader role, anyone can change this via their Connect Client if required.

 

Invisible boss number

The boss's “secret” extension -401 should not appear anywhere in contact searches.

This is achieved by manipulating the dialing parameters with a DisplayToDisplay rule by simply forcing the display of -400 instead of -401. And if someone does choose -401, they will be redirected to -400 with a DisplayToDialable rule:

Employees therefore always see the TeamDesk number -400 in the boss's contact card.

 

Special treatment for the secretary

The secretary may of course call her boss on his direct extension -401! And she should also be allowed to see this number in the contact card.

This is achieved by creating a separate dialling parameter for the secretary and the manager, in which the above special rules are NOT(!) entered.

While all employees use the standard dialling parameter, the lines of the boss and secretary receive their own dialling parameter “CheSe” without special rules.

Otherwise, the dialling parameters are of course identical to the others, as the lines are on the same SIP gateway:

 

Boss signals the TeamDesk number outgoing

When the boss calls someone, he usually does not want to signal his “secret” extension -401 but the TeamDesk number -400.

He achieves this by making a suitable AssistedDialCLIP setting on his line as required (this must be set up by an XPhone administrator):

 

External callers -> TeamDesk

The previous settings mainly affect internal calls. External callers can still dial -401 directly.

For these cases, a redirection rule must be entered on the PBX or SBC to redirect such calls to the TeamDesk -400.

 

How the boss works

In accordance with the settings described above, the boss does not receive any direct calls. However, he can switch to “Ready” in the TeamDesk at any time and thus receive calls as a TeamDesk member.

The distribution strategy of the TeamDesk determines the call behavior in detail. With the “Group call” setting, all registered members, i.e. the boss and secretary, will always receive calls at the same time.

In the settings of his client, the boss determines how calls should be handled in certain situations. Example: Redirecting external calls to the TeamDesk and simply rejecting internal calls would look like this:

In order to be protected from all calls, the boss can divert all calls to the TeamDesk. Disadvantage: even the secretary can no longer call him:

Alternatively, he only forwards external calls to the TeamDesk. This has the - perhaps decisive - advantage that he can still be reached by his secretary:

 

How the secretary works

The secretary is typically registered as “Ready” in the TeamDesk during her working hours (this also works from the home office!):

She takes the calls for the secretary's office and forwards them to the boss if necessary (to his direct extension -401).

She logs out of the TeamDesk when she finishes work. She informs her boss beforehand (if he is still in the office) so that he can switch to the TeamDesk himself to take calls directly. If he does not do this, the TeamDesk (-400) remains unoccupied and the settings for unavailability take effect (e.g. forwarding to a voicemail or an overflow).

 

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