Phone Systems #

Each customer account must have at least 1 phone system connection configured. ~.Dimensions.~ will monitor the phone system and track all call activity (and Agent events if licensed).

To simplify the process of setting up phone system connections, PBX Templates can be created and used to pre-populate new customer accounts with the required connection information. Where possible it is good practice to use PBX Templates to minimize input errors and to help ~.Dimensions.~ minimize load on the target phone system.

The table below lists the available phone system connection types. Follow the 'Config' link to view the configuration information required for a specific type:

Multiple or Sub Accounts

Where supported, additional phone system connections can be added to the same Customer tenant. This allows customers to view reports for calls/status across all systems, providing a single access point for monitoring users and customer experience.

If a customer's phone system is configured in with sub accounts, these can automatically be monitored by enabling the 'Auto provision sub accounts' option. This option is only available when adding a new connection and when NOT using a PBX Template.

When the 'Auto provision sub accounts' is enabled, any new accounts added to the customer's parent will automatically be monitored without further configuration. All calls will be monitored at the parent and sub account level.

note

The 'Auto provision sub accounts' only works for a customer with a single level of sub accounts. Any sub accounts beyond one level down will not be monitored.

tip

If there is no option to add additional connections or the 'Auto provision sub accounts' option is not visible, they may not have been enabled on your license. Please contact support for more information.

note

Sub account monitoring is only available on Customer accounts and is not to be used on Reseller accounts.