Application Server Group Web Interface

Administration Guide – Part 2

(User Administration Procedures)

Release 23.0
Document Version 1
 BroadWorks® Guide

Copyright Notice
Copyright© 2018 BroadSoft, Inc.
All rights reserved.
Any technical documentation that is made available by BroadSoft, Inc. is proprietary and
confidential and is considered the copyrighted work of BroadSoft, Inc.
This publication is for distribution under BroadSoft non-disclosure agreement only. No
part of this publication may be duplicated without the express written permission of
BroadSoft, Inc., 9737 Washingtonian Boulevard, Suite 350, Gaithersburg, MD 20878.
BroadSoft reserves the right to make changes without prior notice.
Trademarks
Any product names mentioned in this document may be trademarks or registered
trademarks of BroadSoft or their respective companies and are hereby acknowledged.
This document is printed in the United States of America.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 2 OF 519
 Document Revision History

Release Version Reason for Change Date Author

14.0 1 Split this document from the July 12, 2006 Gillian Horgan
Application Server Group Web
Interface – Part 1, which documents
department and group tasks.

14.0 1 Added content and screens for the August 24, 2006 Robb Surridge
IMS Public Identities feature.

14.0 1 Edited document. September 1, 2006 Patricia Renaud

14.0 2 Updated document, including October 16, 2006 Margot Hovey

EV 37673.

14.0 2 Edited document. October 16, 2006 Patricia Renaud

14.0 3 Updated document for Client March 13, 2007 Leif R. Montin
Management System (CMS)
features.

14.0 3 Edited changes. March 16, 2007 Patricia Renaud

14.0 4 Updated acronyms for CS-AS and May 15, 2007 Robb Surridge
CS-MS in acronym table
(EV 39295).

14.0 4 Edited changes and published June 5, 2007 Andrea

document. Fitzwilliam

14.0 5 Updated document for Releases May 31, 2008 Patricia Renaud
14.sp1 through 14.sp6. Also
removed information related to the
Client Management System (CMS).

14.0 5 Edited changes and published May 31, 2008 Patricia Renaud
document.

15.0 1 Updated document for May 31, 2008 Roberta Boyle

Release 15.0.

15.0 1 Reviewed document. June 23, 2008 Patricia Renaud

15.0 1 Updated section 5.15 Trunk Group September 4, 2008 Roberta Boyle
for EV 67302.

15.0 1 Updated the following sections for September 4, 2008 Roberta Boyle
EV 67122:
4.2.4 Manage User Addresses
4.3.3 Configure Alternate Numbers
4.5.12.3 Modify Shared Call
Appearance Location
4.9.2 Configure Fax Messaging

15.0 1 Updated section on Call Center for September 25, 2008 Roberta Boyle
EV 67122.

15.0 1 Edited changes and published September 30, 2008 Andrea

document. Fitzwilliam

16.0 1 Updated document for December 30, 2008 Goska Auerbach

Release 16.0.

16.0 1 Updated document with additional May 26, 2009 Goska Auerbach
changes for Release 16.0.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 3 OF 519
 Release Version Reason for Change Date Author

16.0 1 Edited changes and published August 28, 2009 Margot Hovey-
document. Ritter

17.0 1 Updated document for September 14, 2009 Goska Auerbach

Release 17.0.

17.0 1 Added section 4.2.12 Configure November 19, 2009 Goska Auerbach
Call Application Policies for
EV 101701.

17.0 1 Reorganized the document to align December 11, 2009 Goska Auerbach
with other web administration
guides.

17.0 1 Added section 4.9.4 Configure February 12, 2010 Goska Auerbach
Voice Messaging for EV 105048.

17.0 1 Updated document for EV 106080. March 16, 2010 Goska Auerbach

17.0 1 Updated document for EVs 110256 April 14, 2010 Goska Auerbach
and 109959.

17.0 1 Edited changes and published April 28, 2010 Andrea

document. Fitzwilliam

17.0 2 Updated section 6.1.2.4 Add Call April 30, 2010 Goska Auerbach
Center with Wizard and added
section 6.1.2.4.4 Change Call
Center User ID for EV 110154.

17.0 2 Updated sections 5.1 Access Group May 21, 2010 Goska Auerbach
– Services Menu, 6.1.3.8
Customize Call Center
Announcements, 6.1.3.12.3 Add
DNIS, 6.1.3.12.5 Modify or Delete
DNIS, 5.14.6.4 Modify or Delete
DNIS Number, 5.14.7 Configure
Failover Policy, and 5.14.9
Configure Routing Policies for
EV 112244 and section 5.15 Trunk
Group for EV 112549.

17.0 2 Edited changes and published May 31, 2010 Andrea

document. Fitzwilliam

18.0 1 Updated document for June 3, 2010 Goska Auerbach

Release 18.0.

18.0 1 Updated sections 4.6.3 Configure December 13, 2011 Goska Auerbach
Outgoing Calling Plan and 4.6.5
Configure Outgoing Digit Plan for
EV 155940.

18.0 1 Updated section 6 Configure Call December 14, 2011 Goska Auerbach
Centers for EV 156146.

18.0 1 Updated section 5.15.1 Add Trunk December 14, 2011 Goska Auerbach
Group for EV 156177.

18.0 1 Edited changes and published December 28, 2011 Jessica Boyle
document.

19.0 1 Updated document for release 19.0 January 9, 2012 Goska Auerbach

19.0 1 Updated section 5.2.4 Configure January 10, 2012 Goska Auerbach
Addresses for Virtual User.

19.0 1 Updated section 4.1.3 Add User for September 18, 2012 Goska Auerbach
EV 173244.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 4 OF 519
 Release Version Reason for Change Date Author

19.0 1 Updated section 5.10 Find- December 3, 2012 Goska Auerbach

me/Follow-me for EV 180373.

19.0 1 Updated sections 4.8.3 Create December 10, 2012 Goska Auerbach
Conference with Restricted Number
of Participants and 6.3.4.2
Schedule Reports for
EV 180942.

19.0 1 Edited changes and published December 13, 2012 Patricia Renaud
document.

19.0 2 Corrected section numbering. December 20, 2012 Goska Auerbach

19.0 2 Edited changes and published January 7, 2013 Patricia Renaud

document.

20.0 1 Updated document for January 8, 2013 Goska Auerbach

Release 20.0.

20.0 1 Updated section 5.6.4 Configure February 6, 2013 Goska Auerbach

Directory Number Hunting for
EV 184128.

20.0 1 Edited changes and published December 6, 2013 Jessica Boyle

document.

21.0 1 Updated document for Release January 3, 2014 Goska Auerbach

21.0.

21.0 1 Updated the BroadSoft legal notice. October 15, 2014 Goska Auerbach

21.0 1 Edited changes. December 15, 2014 Joan Renaud

21.0 1 Updated sections 5.9.2 Add December 16, 2014 Goska Auerbach
Collaborate Bridge and 5.9.3 Modify
or Delete Collaborate Bridge for
EV 244910.

21.0 1 Edited changes. December 16, 2014 Joan Renaud

21.0 1 Rebranded and published December 18, 2014 Joan Renaud

document.

21.0 2 Made editorial changes. January 21, 2015 Goska Auerbach

21.0 2 Edited changes and published February 19, 2015 Andrea

document. Fitzwilliam

22.0 1 Updated document for February 19, 2015 Goska Auerbach

Release 22.0.

22.0 1 Edited changes and published December 12, 2016 Jessica Boyle
document.

23.0 1 Updated document for January 4, 2017 Goska Auerbach

Release 23.0.

23.0 1 Removed section 4.11.4 Enable September 26, 2017 Goska Auerbach
and Disable Prepaid for PR-56645.

23.0 1 Restructured section 1 Summary of October 23, 2017 Goska Auerbach

Changes.

23.0 1 Updated document for PR-59936 to October 20, 2018 Goska Auerbach
specify that some BroadWorks
identifiers cannot contain slashes or
backslashes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 5 OF 519
 Release Version Reason for Change Date Author

23.0 1 Edited changes, rebranded November 16, 2018. Andrea

document, and sent document for Fitzwilliam
publishing.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 6 OF 519
 Table of Contents

INTRODUCTION....................................................................................................................................... 20
1 Summary of Changes .................................................................................................................... 21
1.1 Changes for Release 23.0 ........................................................................................................ 21
1.2 Changes for Release 22.0 ........................................................................................................ 22
1.3 Changes for Release 21.0 ........................................................................................................ 22
1.4 Changes for Release 20.0 ........................................................................................................ 23
1.5 Changes for Release 19.0 ........................................................................................................ 25
1.6 Changes for Release 18.0 ........................................................................................................ 26
1.7 Changes for Release 17.0 ........................................................................................................ 27
1.8 Changes for Release 16.0 ........................................................................................................ 29
1.9 Changes for Release 15.0, Document Version 1 .................................................................... 29
1.10 Changes for Releases 14.sp1 through 14.sp6 ........................................................................ 30
2 About This Guide ........................................................................................................................... 31
3 Group Administrator Tasks and Responsibilities.................................................................... 32
3.1 Group Home Page .................................................................................................................... 32
3.2 Privacy Policy............................................................................................................................. 33
GROUP ADMINISTRATION.................................................................................................................... 34
4 Configure Users ............................................................................................................................. 35
4.1 Group – Users Page.................................................................................................................. 36
4.1.1 Access Group – Users Page............................................................................................ 37
4.1.2 List Users .......................................................................................................................... 37
4.1.3 Add User ........................................................................................................................... 38
4.2 User – Profile Menu ................................................................................................................... 42
4.2.1 Access User – Profile Menu............................................................................................. 43
4.2.2 Modify User Profile or Delete User .................................................................................. 44
4.2.3 Change User ID ................................................................................................................ 46
4.2.4 Manage User Addresses ................................................................................................. 47
4.2.5 Reset User Password....................................................................................................... 56
4.2.6 Revoke Authentication Tokens ........................................................................................ 57
4.2.7 Configure Direct Route ..................................................................................................... 58
4.2.8 Configure Route List ......................................................................................................... 59
4.2.9 Assign or Unassign User Services .................................................................................. 62
4.2.10 Assign Call Centers .......................................................................................................... 63
4.2.11 Assign Route Point Supervisors ...................................................................................... 64
4.2.12 Configure Call Application Policies .................................................................................. 65
4.2.13 Configure Call Processing Policies .................................................................................. 66
4.2.14 Configure Device Policies ................................................................................................ 70
4.2.15 View or Assign Office Zone and Primary Zone ............................................................... 71

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 7 OF 519
 4.3 User – Incoming Calls Menu ..................................................................................................... 73
4.3.1 Access User – Incoming Calls Menu ............................................................................... 73
4.3.2 Configure Custom Ringback User Profiles ..................................................................... 74
4.3.3 Configure Alternate Numbers .......................................................................................... 82
4.3.4 Configure Terminating Alternate Trunk Identity .............................................................. 83
4.4 User – Outgoing Calls Menu ..................................................................................................... 84
4.4.1 Access User – Outgoing Calls Menu ............................................................................... 84
4.4.2 Configure Calling Party Category .................................................................................... 85
4.4.3 Configure Resource Priority ............................................................................................. 86
4.5 User – Call Control..................................................................................................................... 86
4.5.1 Access Users – Call Control Menu .................................................................................. 87
4.5.2 Configure Directed Call Pickup with Barge-in Options ................................................... 88
4.5.3 Configure Communication Barring User-Control ............................................................ 89
4.5.4 Configure Advice of Charge ............................................................................................. 90
4.5.5 Configure BroadWorks Mobility ....................................................................................... 91
4.5.6 Configure Call Center Defaults ........................................................................................ 98
4.5.7 Configure Charge Number............................................................................................. 100
4.5.8 Configure Flexible Seating Guest Device ..................................................................... 101
4.5.9 Configure Group Night Forwarding................................................................................ 102
4.5.10 Configure Hoteling Host ................................................................................................. 103
4.5.11 Turn Physical Location On or Off................................................................................... 105
4.5.12 Configure Shared Call Appearance Locations.............................................................. 105
4.5.13 Configure Video Add-On ................................................................................................ 115
4.6 User – Calling Plans Menu...................................................................................................... 117
4.6.1 Access User – Calling Plans Menu................................................................................ 118
4.6.2 Configure Incoming Calling Plan ................................................................................... 119
4.6.3 Configure Outgoing Calling Plan ................................................................................... 120
4.6.4 Configure Outgoing Authorization Codes...................................................................... 123
4.6.5 Configure Outgoing Digit Plan ....................................................................................... 126
4.6.6 Configure Transfer Numbers ......................................................................................... 129
4.6.7 Configure Outgoing Pinhole Digit Plan .......................................................................... 130
4.7 User – Client Applications Menu ............................................................................................. 134
4.7.1 Access User – Client Applications Menu....................................................................... 134
4.7.2 Configure Busy Lamp Field............................................................................................ 135
4.8 User – Meet-Me Conferencing Menu ..................................................................................... 136
4.8.1 Access the User – Meet-Me Conferencing Menu ......................................................... 136
4.8.2 Restrict Number of Conference Participants................................................................. 138
4.8.3 Create Conference with Restricted Number of Participants ........................................ 139
4.9 User – Messaging Menu ......................................................................................................... 144
4.9.1 Access User – Messaging Menu ................................................................................... 144
4.9.2 Configure Fax Messaging .............................................................................................. 145
4.9.3 Configure Integrated IM&P ............................................................................................ 146

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 8 OF 519
 4.9.4 Configure Voice Messaging ........................................................................................... 147
4.10 User – Communication Barring Menu (Enterprise Users)..................................................... 150
4.10.1 Access User – Communication Barring Menu .............................................................. 150
4.10.2 Assign Communication Barring Profile .......................................................................... 151
4.11 User – Utilities Menu ............................................................................................................... 152
4.11.1 Access User – Utilities Menu.......................................................................................... 152
4.11.2 Disable Feature Access Codes ..................................................................................... 153
4.11.3 Intercept User ................................................................................................................. 154
4.11.4 Assign Security Classification Level .............................................................................. 157
5 Configure Services as Virtual Users......................................................................................... 159
5.1 Access Group – Services Menu ............................................................................................. 160
5.2 Configure Shared Tasks ......................................................................................................... 161
5.2.1 List Virtual Users ............................................................................................................. 161
5.2.2 Display Profile Menu Page for Selected Virtual User ................................................... 162
5.2.3 Activate or Deactivate Virtual User ................................................................................ 163
5.2.4 Configure Addresses for Virtual User ............................................................................ 163
5.2.5 Configure Announcement Repository for Virtual User (AS Mode) .............................. 165
5.2.6 Add or Modify One or More Portal Passwords ............................................................. 168
5.2.7 Configure Voice Portal ................................................................................................... 168
5.2.8 Configure Privacy ........................................................................................................... 169
5.2.9 Configure Call Recording Mode .................................................................................... 170
5.3 Auto Attendant ......................................................................................................................... 171
5.3.1 List Auto Attendants ....................................................................................................... 172
5.3.2 Add Auto Attendant ........................................................................................................ 173
5.3.3 Access Auto Attendant Profile Menu ............................................................................. 177
5.3.4 Manage Submenus (Standard Auto Attendant) ........................................................... 177
5.3.5 Access Auto Attendant Menus Menu (AS Mode) ......................................................... 186
5.3.6 Define Business Hours Service ..................................................................................... 186
5.3.7 Define After Hours Service............................................................................................. 192
5.3.8 Define Holiday Service (Standard Auto Attendant) ...................................................... 195
5.3.9 Modify or Delete Auto Attendant .................................................................................... 197
5.4 Call Park ................................................................................................................................... 199
5.4.1 Configure Call Park and Group Call Park Settings ....................................................... 199
5.4.2 Assign Alternate Recall User for Call Park .................................................................... 201
5.4.3 Add Call Park Group ...................................................................................................... 202
5.4.4 Modify or Delete Call Park Group .................................................................................. 204
5.4.5 Assign Alternate Recall User for Call Park Group ........................................................ 205
5.5 Call Pickup ............................................................................................................................... 206
5.5.1 Add Call Pickup Group ................................................................................................... 206
5.5.2 Modify or Delete Call Pickup Group .............................................................................. 207
5.6 Hunt Group .............................................................................................................................. 209
5.6.1 Add Hunt Group .............................................................................................................. 210

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 9 OF 519
 5.6.2 Configure SMDI Message Desk Service....................................................................... 214
5.6.3 Configure Weighted Call Distribution............................................................................. 217
5.6.4 Configure Directory Number Hunting ............................................................................ 218
5.6.5 Modify or Delete Hunt Group ......................................................................................... 220
5.7 VoiceXML................................................................................................................................. 222
5.7.1 Add VoiceXML User ....................................................................................................... 222
5.7.2 View VoiceXML User Profile Menu ............................................................................... 224
5.7.3 Configure VoiceXML Addresses.................................................................................... 225
5.7.4 Modify VoiceXML User Profile or Delete VoiceXML User............................................ 227
5.8 BroadWorks Anywhere ........................................................................................................... 227
5.8.1 Add BroadWorks Anywhere Portal ................................................................................ 227
5.8.2 Modify or Delete BroadWorks Anywhere Portal ........................................................... 229
5.9 Collaborate Bridges ................................................................................................................. 231
5.9.1 List Collaborate Bridges ................................................................................................. 231
5.9.2 Add Collaborate Bridge .................................................................................................. 232
5.9.3 Modify or Delete Collaborate Bridge.............................................................................. 235
5.10 Find-me/Follow-me.................................................................................................................. 237
5.10.1 Add Find-me/Follow-me Group ..................................................................................... 237
5.10.2 View Find-me/Follow-me Group Profile Menu .............................................................. 239
5.10.3 List and Order Alerting Groups for Find-me/Follow-me Group .................................... 240
5.10.4 Create Alerting Group for Find-me/Follow-me Group .................................................. 241
5.10.5 View and Manage Selective Criteria for Alerting Group ............................................... 243
5.10.6 Add Selective Criteria Entry for Alerting Group ............................................................. 244
5.10.7 Modify or Delete Selective Criteria Entry for Alerting Group ........................................ 246
5.10.8 Modify or Delete Alerting Group .................................................................................... 247
5.10.9 Modify Find-me/Follow-me Group Profile or Delete Find-me/Follow-me Group ........ 248
5.11 Flexible Seating Host............................................................................................................... 249
5.11.1 Add Flexible Seating Host .............................................................................................. 249
5.11.2 View Flexible Seating Host Profile Menu ...................................................................... 251
5.11.3 Configure Flexible Seating Host Addresses ................................................................. 252
5.11.4 Configure Flexible Seating Host Routing Policies ........................................................ 254
5.11.5 Configure Host-Guest Association Settings .................................................................. 255
5.11.6 Modify Flexible Seating Host Profile or Delete Flexible Seating Host ......................... 256
5.12 Group Paging........................................................................................................................... 257
5.12.1 Add Paging Group .......................................................................................................... 257
5.12.2 View Paging Group Profile Menu .................................................................................. 259
5.12.3 Modify or Delete Paging Group ..................................................................................... 260
5.12.4 Configure Paging Group Targets................................................................................... 260
5.12.5 Configure Paging Group Originators ............................................................................. 262
5.13 Instant Group Call .................................................................................................................... 263
5.13.1 Add Instant Group Call ................................................................................................... 263
5.13.2 Modify or Delete Instant Group Call .............................................................................. 265

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 10 OF 519
 5.14 Route Point .............................................................................................................................. 266
5.14.1 Add Route Point.............................................................................................................. 267
5.14.2 Access Route Point – Profile Menu ............................................................................... 269
5.14.3 Modify Route Point Profile or Delete Route Point ......................................................... 270
5.14.4 Configure Music/Video On Hold .................................................................................... 271
5.14.5 Configure Distinctive Ringing ......................................................................................... 273
5.14.6 Configure DNIS Numbers .............................................................................................. 274
5.14.7 Configure Failover Policy ............................................................................................... 280
5.14.8 Configure Route Point Disposition Codes ..................................................................... 282
5.14.9 Configure Routing Policies ............................................................................................. 286
5.15 Trunk Group ............................................................................................................................. 296
5.15.1 Add Trunk Group ............................................................................................................ 297
5.15.2 View Trunk Group Profile Menu .................................................................................... 304
5.15.3 Modify Trunk Group Profile or Delete Trunk Group ...................................................... 306
5.15.4 View Trunk Group Users and Change Pilot User ......................................................... 307
5.15.5 Configure Call Forwarding Always Action ..................................................................... 308
5.15.6 Configure Capacity Management and View Performance Measurements................. 310
5.15.7 Configure Stateful Trunk Group Rerouting.................................................................... 313
5.15.8 Configure Unreachable Destination .............................................................................. 315
5.15.9 Add Users in Bulk Using Directory Numbers ................................................................ 317
5.15.10 Add Users in Bulk Using Extensions ........................................................................... 319
5.15.11 View Tasks to Add Users in Bulk ................................................................................. 321
5.15.12 Display Status of or Delete Bulk Task ......................................................................... 322
5.15.13 View Registrations for Pilot User.................................................................................. 323
5.15.14 Configure Security Classification ................................................................................. 323
6 Configure Call Centers ................................................................................................................ 325
6.1 Call Centers ............................................................................................................................. 328
6.1.1 Access Group – Call Centers Page ............................................................................... 329
6.1.2 Add Call Center .............................................................................................................. 329
6.1.3 Call Center – Profile Menu ............................................................................................. 359
6.1.4 Call Center – Routing Policies Menu ............................................................................. 405
6.2 Group-level Settings ................................................................................................................ 423
6.2.1 Agent Default Settings (All Services)............................................................................. 424
6.2.2 Agent Threshold Profiles (Call Center – Premium and Call Center – Standard) ........ 425
6.2.3 Agent Unavailable Codes (Call Center – Standard, Call Center – Premium,
and Route Point) ........................................................................................................... 430
6.2.4 Call Disposition Codes (Call Center – Premium and Route Point) .............................. 434
6.2.5 Routing Priority Settings (All Call Center Services) ...................................................... 437
6.3 Reporting (Standard and Premium Call Centers).................................................................. 439
6.3.1 External Reporting Settings ........................................................................................... 439
6.3.2 Report Branding.............................................................................................................. 440
6.3.3 Report Templates ........................................................................................................... 441

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 11 OF 519
 6.3.4 Scheduled Reports ......................................................................................................... 445
7 Configure Meet-Me Conferencing ............................................................................................. 453
7.1 Access Meet-Me Conferencing Menu .................................................................................... 453
7.2 Meet-Me Conference Ports ..................................................................................................... 454
7.2.1 List Conference Ports ..................................................................................................... 454
7.3 Meet-Me Conference Bridges................................................................................................. 454
7.3.1 Add Meet-Me Conference Bridge .................................................................................. 455
7.3.2 Modify or Delete Meet-Me Conference Bridge ............................................................. 458
8 Loudspeaker Paging ................................................................................................................... 460
8.1 Add Loudspeaker Paging as User.......................................................................................... 460
Acronyms and Abbreviations ............................................................................................................. 461
Index .............................................................................................................................................. 511

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 12 OF 519
 Table of Figures

Figure 1 Group Administrator Home Page.............................................................................................. 32

Figure 2 Group Administrator Home Page with Privacy Policy Link ...................................................... 33
Figure 3 Group – Users ............................................................................................................................ 37
Figure 4 Group – Users ............................................................................................................................ 37
Figure 5 Group – Users Add .................................................................................................................... 38
Figure 6 User – Profile Menu ................................................................................................................... 43
Figure 7 User – Profile (AS Mode)........................................................................................................... 44
Figure 8 User – Profile (XS Mode)........................................................................................................... 44
Figure 9 User – Change User ID ............................................................................................................. 46
Figure 10 User – Addresses .................................................................................................................... 47
Figure 11 User – Addresses (Read-only Access to Phone Numbers/Extensions)............................... 47
Figure 12 User Addresses – Identity/Device Profile Option (AS Mode) ................................................ 48
Figure 13 Identity/Device Profile with Static Registration and Static Line/Port Ordering Enabled ....... 48
Figure 14 Identity/Device Profile with Static Registration and Path Header Support Enabled............. 49
Figure 15 User Addresses – Identity/Device Profile Option (XS Mode) ................................................ 49
Figure 16 User Addresses – New Identity/Device Profile (AS Mode) .................................................... 50
Figure 17 User Addresses – New Identity/Device Profile (XS Mode) .................................................... 51
Figure 18 User Addresses – Identity/Device Profile with Advanced Settings Link ............................... 52
Figure 19 User Addresses – Identity/Device Profile with Visual Device Management Link ................. 52
Figure 20 User – Addresses Advanced Settings (AS Mode) ................................................................. 53
Figure 21 User – Addresses Advanced Settings (XS Mode) ................................................................. 53
Figure 22 User Addresses – Trunking ..................................................................................................... 54
Figure 23 User Addresses – Trunking (IMS Deployments).................................................................... 54
Figure 24 User Addresses – Trunking (Trunk with Static Registration Capable Device Assigned)..... 54
Figure 25 User Addresses – Trunking with Static Registration and Path Header Support Enabled ... 54
Figure 26 User – Passwords (AS Mode)................................................................................................. 56
Figure 27 User – Passwords (XS Mode)................................................................................................. 56
Figure 28 User – Passwords (AS Mode)................................................................................................. 57
Figure 29 User – Direct Route ................................................................................................................. 58
Figure 30 User – Route List ..................................................................................................................... 60
Figure 31 User – Assign Services ........................................................................................................... 62
Figure 32 User – Assign Call Centers ..................................................................................................... 63
Figure 33 User – Assign Route Point Supervisors.................................................................................. 64
Figure 34 User – Call Application Policies ............................................................................................... 65
Figure 35 User – Call Processing Policies (AS Mode) ........................................................................... 66
Figure 36 User – Call Processing Policies (XS Mode) ........................................................................... 67
Figure 37 User – Device Policies (AS Mode) .......................................................................................... 70
Figure 38 User – Device Policies (XS Mode) .......................................................................................... 70
Figure 39 User – Office Zone ................................................................................................................... 72
Figure 40 User – Office Zone (Read-only) .............................................................................................. 72
Figure 41 User – Incoming Calls Menu (Top of Page) ........................................................................... 73
Figure 42 User – Custom Ringback User ............................................................................................... 74
Figure 43 User – Custom Ringback User Add........................................................................................ 76
Figure 44 User – Custom Ringback User Modify ................................................................................... 78
Figure 45 User – Custom Ringback User Modify – Initial Ringback ...................................................... 79
Figure 46 User – Custom Ringback User Modify – Waiting Ringback .................................................. 80
Figure 47 User – Alternate Numbers ....................................................................................................... 82
Figure 48 User – Terminating Alternate Trunk Identity........................................................................... 83
Figure 49 User – Outgoing Calls Menu ................................................................................................... 84
Figure 50 User – Calling Party Category................................................................................................. 85
Figure 51 User – Resource Priority ......................................................................................................... 86
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 13 OF 519
 Figure 52 User – Call Control ................................................................................................................... 87
Figure 53 User – Directed Call Pickup with Barge-in.............................................................................. 88
Figure 54 User – Communication Barring User-Control......................................................................... 89
Figure 55 User – Communication Barring User-Control (User Locked Out)......................................... 89
Figure 56 User – Advice of Charge ......................................................................................................... 90
Figure 57 User – BroadWorks Mobility .................................................................................................... 91
Figure 58 User – BroadWorks Mobility – Mobile Identity (Network Profile)........................................... 93
Figure 59 User – BroadWorks Mobility – Mobile Identity (Identity/Device Profile – AS Mode) ............ 94
Figure 60 User – BroadWorks Mobility – Mobile Identity (Identity/Device Profile –
IMS Deployment or Hybrid Mode) ...................................................................................................... 95
Figure 61 User – Call Centers.................................................................................................................. 98
Figure 62 User – Call Centers (Call Center with Skill-based Routing) .................................................. 99
Figure 63 User – Charge Number ......................................................................................................... 100
Figure 64 User – Flexible Seating Guest............................................................................................... 101
Figure 65 User – Group Night Forwarding ............................................................................................ 102
Figure 66 User – Hoteling Host (Service Provider Group) ................................................................... 103
Figure 67 User – Hoteling Host (Enterprise Group) ............................................................................. 104
Figure 68 User – Physical Location ....................................................................................................... 105
Figure 69 User – Shared Call Appearance (AS Mode) ........................................................................ 106
Figure 70 User – Shared Call Appearance (XS Mode) ........................................................................ 107
Figure 71 User – Shared Call Appearance Add (AS Mode) ................................................................ 108
Figure 72 User – Shared Call Appearance Add (AS Mode – IMS Deployments) .............................. 108
Figure 73 User – Shared Call Appearance Add (XS Mode) ................................................................ 109
Figure 74 User – Shared Call Appearance Modify (AS Mode) ............................................................ 112
Figure 75 User – Shared Call Appearance Modify (XS Mode) ............................................................ 113
Figure 76 User – Video Add-On ............................................................................................................ 115
Figure 77 User – Calling Plans Menu .................................................................................................... 118
Figure 78 User – Incoming Calling Plan ................................................................................................ 119
Figure 79 User – (Enhanced) Outgoing Calling Plan – Originating Calls ............................................ 120
Figure 80 User – Outgoing Calling Plan – Originating Calls ................................................................. 121
Figure 81 User – Outgoing Calling Plan – Initiating Call Forwards/Transfers ..................................... 122
Figure 82 User – Outgoing Calling Plan – Being Forwarded/Transferred........................................... 122
Figure 83 User – Outgoing Calling Plan – Call Me Now Calls ............................................................. 123
Figure 84 User – Outgoing Authorization Codes .................................................................................. 124
Figure 85 User – Outgoing Authorization Codes (Custom Settings Disabled) .................................... 124
Figure 86 User – Codes Management Add .......................................................................................... 125
Figure 87 User – (Enhanced) Outgoing Digit Plan – Originating Calls ................................................ 126
Figure 88 User – Outgoing Digit Plan – Originating Calls ..................................................................... 127
Figure 89 User – Outgoing Digit Plan – Initiating Call Forwards/Transfers ......................................... 128
Figure 90 User – Outgoing Digit Plan – Call Me Now Calls.................................................................. 128
Figure 91 User – Transfer Numbers ...................................................................................................... 129
Figure 92 User – Outgoing Pinhole Digit Plan – Originating Calls ....................................................... 131
Figure 93 User – Outgoing Pinhole Digit Plan – Initiating Call Forwards/Transfers............................ 132
Figure 94 User – Outgoing Pinhole Digit Plan – Call Me Now Calls .................................................... 132
Figure 95 User – Client Applications Menu ........................................................................................... 134
Figure 96 User – Busy Lamp Field ........................................................................................................ 135
Figure 97 User – Meet-Me Conferencing Menu ................................................................................... 136
Figure 98 User – Meet-Me Conference Modify ..................................................................................... 138
Figure 99 User – Meet-Me Conference Add ......................................................................................... 139
Figure 100 Meet-Me Conference Add – Schedule (Reservationless Conference) ............................ 140
Figure 101 Meet-Me Conference Add – Schedule (One-time Conference)........................................ 141
Figure 102 Meet-Me Conference Add – Schedule (Recurring Daily Conference).............................. 141
Figure 103 Meet-Me Conference Add – Schedule (Recurring Weekly Conference) ......................... 141

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 14 OF 519
 Figure 104 Meet-Me Conference Add – Schedule (Recurring Monthly Conference)......................... 142
Figure 105 Meet-Me Conference Add – Schedule (Recurring Yearly Conference) ........................... 142
Figure 106 User – Messaging Menu ..................................................................................................... 144
Figure 107 User – Fax Messaging ........................................................................................................ 145
Figure 108 User – Integrated IM&P (Disabled) ..................................................................................... 146
Figure 109 User – Integrated IM&P (Enabled) ...................................................................................... 147
Figure 110 User – Voice Management Advanced Settings ................................................................. 148
Figure 111 User – Communication Barring Menu ................................................................................ 150
Figure 112 User – Communication Barring Profiles ............................................................................. 151
Figure 113 User – Utilities Menu ............................................................................................................ 152
Figure 114 User – Feature Access Codes ............................................................................................ 153
Figure 115 User – Intercept User .......................................................................................................... 155
Figure 116 User – Security Classification .............................................................................................. 157
Figure 117 Group – Services Menu (Top of Page)............................................................................... 160
Figure 118 Group – Call Pickup............................................................................................................. 161
Figure 119 Auto Attendant – Profile....................................................................................................... 162
Figure 120 Group – Auto Attendant....................................................................................................... 163
Figure 121 Auto Attendant – Addresses ............................................................................................... 163
Figure 122 Auto Attendant – Addresses (IMS Deployments) .............................................................. 164
Figure 123 Auto Attendant – Announcement Repository ..................................................................... 165
Figure 124 Auto Attendant – Announcement Repository Add ............................................................. 166
Figure 125 Auto Attendant – Announcement Repository Modify ......................................................... 166
Figure 126 Auto Attendant – Announcement Repository ..................................................................... 167
Figure 127 Hunt Group – Passwords .................................................................................................... 168
Figure 128 Hunt Group – Voice Portal .................................................................................................. 168
Figure 129 Auto Attendant – Privacy ..................................................................................................... 169
Figure 130 Auto Attendant – Call Recording ......................................................................................... 170
Figure 131 Group – Auto Attendant (AS Mode) .................................................................................... 172
Figure 132 Group – Auto Attendant Add (Basic) .................................................................................. 173
Figure 133 Group – Auto Attendant Add (Standard) ............................................................................ 173
Figure 134 Group – Auto Attendant Add (XS Mode) ............................................................................ 174
Figure 135 (Standard) Auto Attendant – Profile Menu.......................................................................... 177
Figure 136 Auto Attendant – Auto Attendant Submenus ..................................................................... 178
Figure 137 Auto Attendant – Auto Attendant Submenu Add ............................................................... 179
Figure 138 Auto Attendant – Auto Attendant Submenu Modify ........................................................... 183
Figure 139 Auto Attendant – Auto Attendant Submenu Modify ........................................................... 184
Figure 140 Auto Attendant – Auto Attendant Submenu Modify – Usage ............................................ 185
Figure 141 (Standard) Auto Attendant – Menus Menu......................................................................... 186
Figure 142 Auto Attendant – Business Hours Menu (AS Mode) ......................................................... 187
Figure 143 Auto Attendant – Business Hours Menu (XS Mode) ......................................................... 188
Figure 144 (Standard) Auto Attendant – After Hours Menu (AS Mode) .............................................. 192
Figure 145 Auto Attendant – After Hours Menu (XS Mode) ................................................................. 193
Figure 146 Auto Attendant – Holiday Service ....................................................................................... 195
Figure 147 Auto Attendant – Auto Attendant Modify (AS Mode) ......................................................... 197
Figure 148 Auto Attendant – Auto Attendant Modify (XS Mode) ......................................................... 197
Figure 149 Group – Call Park ................................................................................................................ 199
Figure 150 Group – (Call Park) Select Alternate Recall User .............................................................. 201
Figure 151 Group – Group Call Park Add ............................................................................................. 202
Figure 152 Group – Group Call Park Modify......................................................................................... 204
Figure 153 Group – Group Call Park Modify – Alternate Recall User.................................................. 205
Figure 154 Group – Call Pickup Add ..................................................................................................... 206
Figure 155 Group – Call Pickup Modify................................................................................................. 208
Figure 156 Group – Hunt Group Add .................................................................................................... 210

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 15 OF 519
 Figure 157 SMDI Message Desk........................................................................................................... 214
Figure 158 Hunt Group – SMDI Message Desk ................................................................................... 215
Figure 159 Hunt Group – SMDI Message Desk Add ........................................................................... 216
Figure 160 Hunt Group – Weighted Call Distribution ........................................................................... 217
Figure 161 Hunt Group – Directory Number Hunting ........................................................................... 218
Figure 162 Hunt Group – Profile Menu ................................................................................................. 220
Figure 163 Hunt Group – Hunt Group Profile........................................................................................ 221
Figure 164 Group – VoiceXML Add....................................................................................................... 222
Figure 165 VoiceXML – Profile Menu .................................................................................................... 224
Figure 166 VoiceXML – VoiceXML Addresses ..................................................................................... 225
Figure 167 VoiceXML – VoiceXML Modify............................................................................................ 227
Figure 168 Group – BroadWorks Anywhere Add ................................................................................. 228
Figure 169 BroadWorks Anywhere – BroadWorks Anywhere Modify................................................. 230
Figure 170 Group – Collaborate Bridges ............................................................................................... 232
Figure 171 Group – Collaborate Bridge Add ......................................................................................... 232
Figure 172 (Default) Collaborate Bridge – Collaborate Bridge Profile ................................................. 235
Figure 173 Collaborate Bridge – Collaborate Bridge Profile................................................................. 236
Figure 174 Group – Find-me/Follow-me Add........................................................................................ 237
Figure 175 Find-me/Follow-me Group – Profile Menu ......................................................................... 239
Figure 176 Find-me/Follow-me Group – Alerting Groups .................................................................... 240
Figure 177 Find-me/Follow-me Group – Alerting Group Add .............................................................. 241
Figure 178 Find-me/Follow-me Group – Alerting Group Selective Criteria ......................................... 243
Figure 179 Find-me/Follow-me Group – Alerting Group Selective Criteria Add ................................. 244
Figure 180 Find-me/Follow-me Group – Alerting Group Selective Criteria Modify ............................. 246
Figure 181 Find-me/Follow-me Group – Alerting Group Modify .......................................................... 247
Figure 182 Find-me/Follow-me Group – Find-me/Follow-me Profile................................................... 248
Figure 183 Group – Flexible Seating Host Add..................................................................................... 249
Figure 184 Flexible Seating Host – Profile ............................................................................................ 251
Figure 185 Flexible Seating Host – Flexible Seating Host Addresses................................................. 252
Figure 186 Flexible Seating Host – Flexible Seating Host Routing Policies........................................ 254
Figure 187 Flexible Seating Host – Flexible Seating Host Guest Association .................................... 255
Figure 188 Flexible Seating Host – Flexible Seating Host Profile ........................................................ 256
Figure 189 Group – Paging Group Add................................................................................................. 257
Figure 190 Paging Group – Profile Menu .............................................................................................. 259
Figure 191 Paging Group – Paging Group Modify................................................................................ 260
Figure 192 Paging Group – Paging Group Targets .............................................................................. 261
Figure 193 Paging Group – Paging Group Originators ........................................................................ 262
Figure 194 Group – Instant Group Call Add ......................................................................................... 263
Figure 195 Instant Group Call – Instant Group Call Profile .................................................................. 265
Figure 196 Group – Route Point (Service Provider) ............................................................................. 267
Figure 197 Group – Route Point Add .................................................................................................... 267
Figure 198 Route Point – Profile Menu ................................................................................................. 269
Figure 199 Route Point – Route Point Profile ....................................................................................... 270
Figure 200 Route Point – Music/Video On Hold ................................................................................... 271
Figure 201 Route Point – Music/Video On Hold (External Source) ..................................................... 272
Figure 202 Route Point – Distinctive Ringing ........................................................................................ 273
Figure 203 Route Point – Route Point DNIS ......................................................................................... 274
Figure 204 Route Point – Add DNIS ...................................................................................................... 275
Figure 205 Route Point – Modify DNIS – Music On Hold Message .................................................... 276
Figure 206 Route Point – Modify DNIS – Music On Hold Message (External Source) ...................... 277
Figure 207 Route Point – Modify DNIS ................................................................................................. 278
Figure 208 Route Point DNIS – Agent Usage ...................................................................................... 279
Figure 209 Route Point – Failover Policy .............................................................................................. 280
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 16 OF 519
 Figure 210 Route Point – Call Disposition Codes ................................................................................. 282
Figure 211 Route Point – Call Disposition Codes Add ......................................................................... 282
Figure 212 Route Point – Call Disposition Codes Modify..................................................................... 283
Figure 213 Route Point – Call Disposition Codes ................................................................................. 284
Figure 214 Route Point – Call Disposition Codes ................................................................................. 285
Figure 215 Route Point – Routing Policies Menu ................................................................................. 286
Figure 216 Route Point – Forced Forwarding ....................................................................................... 287
Figure 217 Route Point – Holiday Service............................................................................................. 289
Figure 218 Route Point – Night Service ................................................................................................ 291
Figure 219 Route Point – Bounced Calls .............................................................................................. 293
Figure 220 Route Point – Overflow........................................................................................................ 294
Figure 221 Group – Trunk Group .......................................................................................................... 296
Figure 222 Group – Trunk Group Add .................................................................................................. 297
Figure 223 Group – Trunk Group Add (Additional Options in IMS Deployments) .............................. 298
Figure 224 Group – Trunk Group with Identity Device Profile .............................................................. 301
Figure 225 Group – Trunk Group Add with Add Pilot User .................................................................. 302
Figure 226 Trunk Group – Profile Menu ................................................................................................ 304
Figure 227 Trunk Group – Trunk Group Modify.................................................................................... 306
Figure 228 Trunk Group – Trunk Group Modify (Bottom of Page) ...................................................... 307
Figure 229 Trunk Group – Call Forwarding Always .............................................................................. 308
Figure 230 Trunk Group – Capacity Management ............................................................................... 310
Figure 231 Trunk Group – Stateful Trunk Group Rerouting ................................................................. 313
Figure 232 Trunk Group – Unreachable Destination ............................................................................ 315
Figure 233 Trunk Group – Create Trunk Group Users using DNs ...................................................... 317
Figure 234 Trunk Group – Create Trunk Group Users using Extensions ........................................... 319
Figure 235 Trunk Group – Trunk Group User Creation ....................................................................... 321
Figure 236 Trunk Group – Trunk Group User Creation Status ............................................................ 322
Figure 237 Trunk Group – Pilot User Registrations .............................................................................. 323
Figure 238 Trunk Group – Security Classification ................................................................................ 324
Figure 239 Group – Call Center Menu (Service Provider Group with Call Center –
Premium Service) .............................................................................................................................. 327
Figure 240 Group – Call Centers (Service Provider) ............................................................................ 329
Figure 241 Group – Call Center Add (Basic) ........................................................................................ 330
Figure 242 Group – Call Center Add (Standard) .................................................................................. 333
Figure 243 Group – Call Center Add (Premium)................................................................................... 334
Figure 244 Group – Call Centers ........................................................................................................... 337
Figure 245 Call Center Setup: Select Call Center Type ...................................................................... 338
Figure 246 Call Center Setup (Basic Call Center): Step 1 of 3 – Configure Call Center Profile ....... 338
Figure 247 Call Center Setup (Basic Call Center): Step 2 of 3 – Configure Addresses .................... 341
Figure 248 Call Center Setup (Basic Call Center): Step 3 of 3 – Assign Agents ............................... 342
Figure 249 Call Center Setup: Select the Call Center Type................................................................ 343
Figure 250 Call Center Setup (Standard Call Center): Step 1 of 5 – Configure Call Center Profile . 343
Figure 251 Call Center Setup (Standard Call Center): Step 2 of 5 – Configure Addresses.............. 344
Figure 252 Call Center Setup (Standard Call Center): Step 3 of 5 – Assign Agents......................... 345
Figure 253 Call Center Setup (Standard Call Center): Step 4 of 5 – Assign Supervisors................. 346
Figure 254 Call Center Setup (Standard Call Center): Step 5 of 5 – Assign Agents to Supervisors 347
Figure 255 Call Center Setup: Select the Call Center Type................................................................ 348
Figure 256 Call Center Setup (Premium Call Center): Step 1 of 5 – Configure Call Center Profile . 348
Figure 257 Call Center Setup (Premium Call Center): Step 2 of 5 – Configure DNIS Parameters .. 351
Figure 258 Call Center Setup (Premium Call Center): Modify DNIS .................................................. 352
Figure 259 Call Center Setup (Premium Call Center): Add DNIS ...................................................... 353
Figure 260 Call Center Setup (Premium Call Center): Modify DNIS .................................................. 354
Figure 261 Call Center Setup (Premium Call Center): Step 3 of 5 – Assign Agents ......................... 354
Figure 262 Call Center Setup (Premium Call Center): Step 4 of 5 – Assign Supervisors................. 355
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 17 OF 519
 Figure 263 Call Center Setup (Premium Call Center): Step 5 of 5 – Assign Agents to Supervisors 356
Figure 264 Call Center Setup (Premium Call Center): Step 1 of 5 – Configure Call Center Profile . 358
Figure 265 Call Center Setup: Change User ID .................................................................................. 358
Figure 266 Call Center – Profile Menu (Premium Call Center) ............................................................ 360
Figure 267 Call Center – Call Center Profile (Premium Call Center) ................................................... 361
Figure 268 Call Center – Change User ID ............................................................................................ 362
Figure 269 Call Center – Upgrade Call Center ..................................................................................... 363
Figure 270 Call Center – Agents ............................................................................................................ 364
Figure 271 Call Center – Call Disposition Codes .................................................................................. 365
Figure 272 Call Center – Call Disposition Codes Add .......................................................................... 366
Figure 273 Call Center – Call Disposition Codes Modify...................................................................... 367
Figure 274 Call Center – Call Disposition Codes .................................................................................. 368
Figure 275 Call Center – Call Disposition Codes .................................................................................. 369
Figure 276 Call Center – Supervisors ................................................................................................... 370
Figure 277 Call Center – Supervised Agents ........................................................................................ 371
Figure 278 Call Center – Thresholds ..................................................................................................... 372
Figure 279 Call Center – Call Center Status & Statistics ..................................................................... 374
Figure 280 Call Center – Call Center Status & Statistics – Queue Status........................................... 375
Figure 281 Call Center – Call Center Status & Statistics – Queue & Agent Statistics ........................ 376
Figure 282 Call Center – Announcements – Entrance Message ......................................................... 379
Figure 283 Call Center – Announcements – Estimated Wait Message............................................... 380
Figure 284 Call Center – Announcements – Comfort Message........................................................... 381
Figure 285 Premium Call Center – Announcements – Music On Hold Message ............................... 382
Figure 286 Premium Call Center – Announcements – Music On Hold Message (External Source) . 383
Figure 287 Basic/Standard Call Center – Announcements – Music On Hold Message ..................... 385
Figure 288 Basic/Standard Call Center – Announcements – Music On Hold Message
(External Source)............................................................................................................................... 386
Figure 289 Call Center – Announcements – Call Whisper Message................................................... 387
Figure 290 Call Center – Weighted Call Distribution ............................................................................ 388
Figure 291 Call Center – Directory Number Hunting ............................................................................ 389
Figure 292 Call Center – Distinctive Ringing ......................................................................................... 391
Figure 293 Call Center – Call Center DNIS........................................................................................... 392
Figure 294 Call Center – Call Center DNIS (General Settings) ........................................................... 393
Figure 295 Call Center – Add DNIS....................................................................................................... 394
Figure 296 Call Center – DNIS Announcements – Entrance Message ............................................... 396
Figure 297 Call Center – DNIS Announcements – Estimated Wait Message..................................... 397
Figure 298 Call Center – DNIS Announcements – Comfort Message ................................................ 398
Figure 299 Call Center – DNIS Announcements – Music On Hold Message ..................................... 399
Figure 300 Call Center – DNIS Announcements – Music On Hold Message (External Source) ....... 400
Figure 301 Call Center – DNIS Announcements – Call Whisper Message......................................... 401
Figure 302 Call Center – Modify DNIS .................................................................................................. 402
Figure 303 Call Center – Modify DNIS (Primary DNIS) ........................................................................ 403
Figure 304 Call Center DNIS – Agent Usage........................................................................................ 404
Figure 305 Call Center – Queue Status Notification ............................................................................. 404
Figure 306 Call Center – Routing Policies Menu (Premium Call Center)............................................ 405
Figure 307 (Premium) Call Center – Forced Forwarding ..................................................................... 407
Figure 308 (Premium) Call Center – Holiday Service ........................................................................... 409
Figure 309 (Premium) Call Center – Night Service............................................................................... 411
Figure 310 Call Center – Overflow......................................................................................................... 413
Figure 311 (Basic) Call Center – Bounced Calls .................................................................................. 414
Figure 312 (Standard) Call Center – Bounced Calls ............................................................................ 415
Figure 313 (Premium) Call Center – Bounced Calls............................................................................. 415

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 18 OF 519
 Figure 314 (Standard) Call Center – Stranded Calls ............................................................................ 416
Figure 315 (Premium) Call Center – Stranded Calls ............................................................................ 417
Figure 316 (Standard) Call Center – Stranded Calls – Unavailable..................................................... 419
Figure 317 (Premium) Call Center – Stranded Calls – Unavailable..................................................... 420
Figure 318 Call Center – Comfort Message Bypass ............................................................................ 422
Figure 319 Group – Agent Default Settings (Call Center – Premium Service).................................... 424
Figure 320 Group – Agent Threshold Profiles....................................................................................... 425
Figure 321 Group – Agent Threshold Profile Add ................................................................................. 426
Figure 322 Group – Agent Threshold Profile Modify ............................................................................ 429
Figure 323 Group – Agent Unavailable Codes (Call Center – Premium Service) .............................. 430
Figure 324 Group – Agent Unavailable Codes ..................................................................................... 432
Figure 325 Group – Agent Unavailable Codes Add ............................................................................. 433
Figure 326 Group – Agent Unavailable Codes Modify ......................................................................... 433
Figure 327 Group – Call Disposition Codes .......................................................................................... 434
Figure 328 Group – Call Disposition Codes Add .................................................................................. 435
Figure 329 Group – Call Disposition Codes Modify .............................................................................. 436
Figure 330 Group – Call Disposition Codes Usage .............................................................................. 437
Figure 331 Group – Call Center Routing Policies ................................................................................. 438
Figure 332 Group – Call Center External Reporting Settings .............................................................. 439
Figure 333 Group – Report Branding .................................................................................................... 440
Figure 334 Group – Report Templates .................................................................................................. 441
Figure 335 Group – Report Template Add ............................................................................................ 442
Figure 336 Group – Report Template Modify........................................................................................ 444
Figure 337 Group – Report Template Modify – Usage......................................................................... 445
Figure 338 Group – Scheduled Reports................................................................................................ 446
Figure 339 Group – Scheduled Report Add .......................................................................................... 447
Figure 340 Scheduled Report Add – Daily Recurrence Pattern .......................................................... 448
Figure 341 Scheduled Report Add – Weekly Recurrence Pattern ...................................................... 448
Figure 342 Scheduled Report Add – Monthly Recurrence Pattern ..................................................... 448
Figure 343 Scheduled Report Add – Yearly Recurrence Pattern ........................................................ 449
Figure 344 Scheduled Report Add – Recurrence Range..................................................................... 449
Figure 345 Group – Scheduled Report Modify (Top of Page) ............................................................. 451
Figure 346 Group – Meet-Me Conferencing Menu ............................................................................... 453
Figure 347 Group – Meet-Me Conference Ports .................................................................................. 454
Figure 348 Group – Meet-Me Conference Bridge Add......................................................................... 455
Figure 349 Meet-Me Conference Bridge – Meet-Me Conference Bridge Profile ................................ 458

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 19 OF 519
 INTRODUCTION

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 20 OF 519
 1 Summary of Changes

This section describes the changes to this document for each release and document
version.

1.1 Changes for Release 23.0

This section describes the changes to this document for each document version of
Release 23.0.
Changes for Release 23.0, Document Version 1
This version of the document includes the following changes:
 Updated section 4.5.12 Configure Shared Call Appearance Locations for the Call
Park and Recall Enhancements Port to Execution Server Feature Description
(FR 8313).
 Updated section 4.2.4 Manage User Addresses for the Physical Location for SIP
Trunking Users Feature Description (FR 12083).
 Added section 4.3.4 Configure Terminating Alternate Trunk Identity for the
Terminating Alternate Trunk Identity Feature Description (FR 11960).
 Updated section 4.2.2 Modify User Profile or Delete User for the Option to
Enable/Disable Video at User/Line Level Feature Description (FR 12923).
 Removed section 4.11.4 Enable and Disable Prepaid for PR-56645.
 Updated section 4.2.5 Reset User Password and added section 4.2.6 Revoke
Authentication Tokens for the Long-Lived Authentication Token Feature Description
(FR 13421).
 Updated section 4.5.5 Configure BroadWorks Mobility for the Mobile Network
Integration Enhancements Feature Description (FR 11050).
 Updated section 4.5.5.2 Configure Mobile Device for the Hybrid Application Server for
Mobility Deployments Feature Description (FR 13171).
 Updated document for the Path Header Support Feature Description (FR 16331).
 Updated section 4.5.5.2 Configure Mobile Device for the Mobility Persona-based
Translations Feature Description (FR 16716).
 Updated section 4.9.3 Configure Integrated IM&P for the Decouple User ID from
IM&P ID Feature Description (FR 15793).
 Added section 4.4.3 Configure Resource Priority for the Resource Priority Header
Support for Network Calls Feature Description (FR 15842).
 Updated section 5.15.1 Add Trunk Group for the SIP Trunking Enhancement Feature
Description (FR 17119).
 Updated section 4.8 User – Meet-Me Conferencing Menu for the Container Option
Conversions Call Recording-Conferencing-Push Notification Enhancements Feature
Description (FR 17535).
 Updated section 3.2 Privacy Policy for the GDPR Privacy Link for CommPilot Feature
Description (FR 17705).
 Updated document for PR-59936 to specify that some BroadWorks identifiers cannot
contain slashes or backslashes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 21 OF 519
 1.2 Changes for Release 22.0
This section describes the changes to this document for each document version of
Release 22.0.
Changes for Release 22.0, Document Version 1
This version of the document includes the following changes:
 Updated section 4.2.13 Configure Call Processing Policies for the Phone List Lookup
for Incoming Calls Feature Description (FR 2294).
 Updated section 4.11.3 Intercept User for the Intercept Group User Enhancements
Feature Description (FR 2296).
 Updated section 4.2.14 Configure Device Policies for the Shared Call Appearance
Policy Enhancement Feature Description (FRs 6954, 7052, and 7057).
 Added section 4.2.7 Configure Direct Route for the Direct Route Service Feature
Description (FR 6847).
 Updated section 5.9.2 Add Collaborate Bridge for the Increase UVS Maximum
Number of Participants Feature Description (PR 7288).
 Updated section 4.2.8 Configure Route List for the Route List Enhancements Feature
Description (FR 8976).
 Updated section 4.3.2 Configure Custom Ringback User Profiles for the Selective
Criteria Enhancements for Called Number Feature Description (FR 210650).
 Updated sections 4.2.4 Manage User Addresses, 4.5.12.2 Add Shared Call
Appearance Location, and 4.5.12.3 Modify Shared Call Appearance Location for the
Option to Enable/Disable Video at Device Level Feature Description (FR 4381).
 Added section 5.14.6.5 View Agents Use of DNIS.
 Updated document for the End Of Maintenance Product Removal Feature Description
(FR 7191).
 Updated section 4.9.4.1 Modify Voice Mailbox Size to clarify how the mailbox size is
calculated.

1.3 Changes for Release 21.0

This section describes the changes to this document for each document version of
Release 21.0.
Changes for Release 21.0, Document Version 2
This version of the document includes editorial changes.
Changes for Release 21.0, Document Version 1
This version of the document includes the following changes:
 Updated section 5.15.8 Configure Unreachable Destination for the Increase
Unreachable Destination Timeout for Trunk Groups Feature Description (EV 208576).
 Added section 4.11.2 Disable Feature Access Codes for the Disabling of Feature
Access Code Feature Description (EV 173606).
 Updated section 4.5.5 Configure BroadWorks Mobility for the BroadWorks Mobility
Persona Management Feature Description (EVs 203930, 210450, 213818, and
210489).
 Added allowed values for most settings and revised indexing.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 22 OF 519
  Updated section 5.10 Find-me/Follow-me for the Selective Criteria Enhancements for
Called Number Feature Description (EV 210650).
 Updated section 4.2.14 Configure Device Policies for the Call Decline Device Policy
Feature Description (EV 194286).
 Updated sections 4.1.3 Add User, 4.2.2 Modify User Profile or Delete User, 5.3.2 Add
Auto Attendant, 5.3.9 Modify or Delete Auto Attendant, 5.6.1 Add Hunt Group, 5.6.5
Modify or Delete Hunt Group, 5.7.1 Add VoiceXML User, 5.7.4 Modify VoiceXML
User Profile or Delete VoiceXML User, 5.8 BroadWorks Anywhere, 5.10.1 Add Find-
me/Follow-me Group, 5.10.9 Modify Find-me/Follow-me Group Profile or Delete Find-
me/Follow-me Group, 5.11.1 Add Flexible Seating Host, 5.11.6 Modify Flexible
Seating Host Profile or Delete Flexible Seating Host, 5.12.1 Add Paging Group, 5.12.3
Modify or Delete Paging Group, 5.12.5 Configure Paging Group Originators, 5.14.1
Add Route Point, 5.14.3 Modify Route Point Profile or Delete Route Point, 5.15.1 Add
Trunk Group, 6.1.2 Add Call Center, 6.1.3.2 Modify Call Center Profile or Delete Call
Center, and 7.3 Meet-Me Conference Bridges for the Configurable CLID
Enhancements Feature Description (EV 194913).
 Added section 4.2.8 Configure Route List and modified sections 4.2.4 Manage User
Addresses and 5.15.1 Add Trunk Group for the Enterprise Trunk Enhancements
Feature Description (EVs 198534, 220706, and 221238).
 Updated section 5.15.7 Configure Stateful Trunk Group Rerouting for the Trunk
Group Availability Status Enhancements Feature Description (EV 201156).
 Updated sections 4.2.4 Manage User Addresses and 4.5.12.2 Add Shared Call
Appearance Location for the Support for SIP Instance Tag to Identify Device Feature
Description (EV 227867).
 Changed references to the BroadWorks Application Server User Web Interface
Administration Guide to BroadWorks User Web Interface Administration Guide as the
document has been renamed.
 Added section 5.9 Collaborate Bridges and updated section 4.3.3 Configure Alternate
Numbers for the Video Collaboration Feature Description (EV 214095).
 Updated sections 5.15.1 Add Trunk Group and 5.15.3 Modify Trunk Group Profile or
Delete Trunk Group for the Connected Identity Support for Trunk Users Feature
Description (EV 206992).
 Updated sections 5.15.1 Add Trunk Group and 5.15.6 Configure Capacity
Management and View Performance Measurements for the Enterprise Trunk and
Trunk Group Capacity Management Enhancements Feature Description
(EV 231974).
 Updated sections 5.9.2 Add Collaborate Bridge and 5.9.3 Modify or Delete
Collaborate Bridge for EV 244910.

1.4 Changes for Release 20.0

This section describes the changes to this document for each document version of
Release 20.0.
Changes for Release 20.0, Document Version 1
This version of the document includes the following changes:
 Added section 4.10 User – Communication Barring Menu for the Hierarchical
Communication Barring Enhancements Feature Description (EV 156691).

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 23 OF 519
  Added section 5.7 VoiceXML and updated section 5 Configure Services as Virtual
Users for the VoiceXML/CC XML Service Feature Description (EV 163578).
 Updated section 6.1.4 Call Center – Routing Policies Menu for the Call Center Basic
Bounced Policy Feature Description (EV 173574).
 Updated sections 5.6.4 Configure Directory Number Hunting and 6.1.3.10 Configure
Directory Number Hunting for the Directory Number Hunting Enhancements Feature
Description (EVs 170958 and 174627).
 Updated section 5.6.4 Configure Directory Number Hunting for EV 184128.
 Updated sections 5.15.1 Add Trunk Group and 5.15.3 Modify Trunk Group Profile or
Delete Trunk Group for the Unscreened Presentation Identity Support for Screened
Trunk Group User Feature Description (EV 173898).
 Updated sections 4.1.3 Add User and 4.2.2 Modify User Profile or Delete User for the
Name Dialing Policy for Auto Attendant Feature Description (EV 178323).
 Added sections 4.11.4 Assign Security Classification Level and 5.15.14 Configure
Security Classification, and updated section 4.2.14 Configure Device Policies for the
Visual Security Classification for Active Call Feature Description (EV 170974).
 Added sections 5.11 Flexible Seating Host and 4.5.8 Configure Flexible Seating
Guest Device for the Flexible Seating Feature Description (EV 114601).
 Updated section 4.2.14 Configure Device Policies for the Executive and Assistant
Services Feature Description (EV 160554).
 Updated sections 5.3.2 Add Auto Attendant and 5.3.9 Modify or Delete Auto
Attendant for the Configurable First Digit Timeout for Auto Attendant Feature
Description (EV 175572).
 Updated sections 4.2.4 Manage User Addresses, 4.5.12.3 Modify Shared Call
Appearance Location, 5.11.3 Configure Flexible Seating Host Addresses, and 4.5.8
Configure Flexible Seating Guest Device for the Visual Device Management Support
Feature Description (EV 177199).
 Updated section 5.2.9 Configure Call Recording Mode for the Call Recording Voice
Mail Recording Feature Description (EV 170964).
 Updated sections 5.3.3 Access Auto Attendant Profile Menu, 5.11.2 View Flexible
Seating Host Profile Menu, 5.12.2 View Paging Group Profile Menu, 5.14.2 Access
Route Point – Profile Menu, and 6.1.3 Call Center – Profile Menu for the for the Virtual
Subscriber Assigned Services Reconciliation Feature Description (EV 113342).
 Moved the BroadWorks Anywhere section from the BroadWorks Application Server
Group Web Interface Administration Guide – Part 1.
 Updated sections 5.3 Auto Attendant, 5.6 Hunt Group, 5.7 VoiceXML, 5.8
BroadWorks Anywhere, 5.10 Find-me/Follow-me, 5.11 Flexible Seating Host, 5.12
Group Paging, 5.14 Route Point, 6.1.2 Add Call Center, 6.1.3.2 Modify Call Center
Profile or Delete Call Center, and 7.3 Meet-Me Conference Bridges for the Call
Processing Control Enhancements Feature Description (EV 178322).
 Updated section 4.5.5 Configure BroadWorks Mobility for the Mobility Service
Enhancement Feature Description (EV 181182).
 Updated section 4.2.14 Configure Device Policies for the Call Recording Controls for
IP Phones Feature Description (EV 170963).
 Updated section 5.6 Hunt Group for the Hunt Group Call Busy Feature Description
(EV 173577).

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 24 OF 519
  Added section 5.2.5 Configure Announcement Repository and updated sections 4.2.1
Access User – Profile Menu, 5.2.1 List Virtual Users, 5.2.7 Configure Voice Portal, 5.3
Auto Attendant, 4.3.2 Configure Custom Ringback User Profiles, 5.7 VoiceXML, 5.10
Find-me/Follow-me, 5.12 Group Paging, 5.14 Route Point, 6.1.3.1 Access Call Center
– Profile Menu, 6.1.3.8 Customize Call Center Announcements and 6.1.3.12.4
Configure DNIS Announcements for the Announcement Repository Feature
Description (EV 179248).

1.5 Changes for Release 19.0

This section describes the changes to this document for each document version of
Release 19.0.
Changes for Release 19.0, Document Version 2
This version of the document includes the following change:
 Corrected section numbering.
Changes for Release 19.0, Document Version 1
This version of the document includes the following changes:
 Updated section 5.2.4 Configure Addresses for Virtual User.
 Added section 5.10 Find-me/Follow-me and modified section 5.1 Access Group –
Services Menu for the Find-me/Follow-me Service Feature Description (EV 125258).
 Updated section 5.6 Hunt Group for the Hunt Group Call Busy Feature Description
(EV 146324).
 Updated sections 4.5.6 Configure Call Center Defaults, 6.1.4 Call Center – Routing
Policies Menu, 6.2.1.1 Configure Agent Default Settings, and 6.2.3.1 Configure Agent
Unavailable Codes Settings for the Call Center Agent Not Reachable Stranded Policy
Feature Description (EV 149564).
 Added section 4.5.9 Configure Group Night Forwarding for the Group Night
Forwarding Service Feature Description (EV 155570).
 Updated sections 4.2.4 Manage User Addresses, 4.5.12.2 Add Shared Call
Appearance Location, 4.5.13 Configure Video Add-On 5.14.4, Configure Music/Video
On Hold, 5.14.6.3 Configure DNIS Music/Video On Hold Message, 6.1.3.8.5
Customize Music On Hold Message, and 6.1.3.12.4.4 Configure DNIS Music On Hold
Message for the Device Management LinePort Ordering Enhancement Feature
Description (EV 152312).
 Updated sections 6.1.3.8.3 Customize Estimated Wait Message and 6.1.3.12.4.2
Configure DNIS Estimated Wait Message for the Call Center Updated Queue Wait
Time/Location Feature Description (EV 149566).
 Updated sections 4.5.6 Configure Call Center Defaults and 6 Configure Call Centers
for the Call Center Skill Based Routing Feature Description (EV 150771).
 Added sections 4.5.6 Configure Call Center Defaults, 6.1.3.6 Configure Call Center
Thresholds, and 6.2.2 Agent Threshold Profiles (Call Center – Premium and Call
Center – Standard) for the Call Center Thresholds and Alerts Feature Description
(EVs 150062 and 149950).
 Updated section 7.3 Meet-Me Conference Bridges for the Meet-Me Maximum
Scheduled Conference Duration Feature Description (EV 150784) and the Meet-Me
Security PIN Feature Description (EVs 150790 and 150792).
 Updated section 5.3.2 Add Auto Attendant for the Auto Attendant Transfer to
Voicemail and Play Announcement Feature Description (EVs 154398 and 154399).
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 25 OF 519
  Updated section 6 Configure Call Centers for the Remove CCRS Support Feature
Description (EV 154550) and for EV 180777.
 Updated section 4.2.13 Configure Call Processing Policies for the Unicode Character
Support for Calling Line ID Feature Description (EV 118760).
 Added and updated section 4.8 User – Meet-Me Conferencing Me and updated
section 6.3.4.2 Schedule Reports for the Schedule User Interface Improvements
Feature Description (EV 158330) and for EV 180942.
 Updated section 5.15 Trunk Group for the Business Trunking License Utilization
Reports Feature Description (EV 160255), 2B Channel Transfer Support Feature
Description (EV 120178), and Trunk Group Performance Measurements Feature
Description (EV 166299).
 Updated section 5.3 Auto Attendant for the Auto Attendant Enhancements Feature
Description (EV 154400).
 Updated section 4.2.4 Manage User Addresses for the Primary Line Controls Feature
Description (EV 165936) and for EV 180732.
 Updated section 4.1.3 Add User for EV 173244.
 Updated section 5.10 Find-me/Follow-me for EV 180373.

1.6 Changes for Release 18.0

This section describes the changes to this document for each document version of
Release 18.0.
Changes for Release 18.0, Document Version 1
This version of the document includes the following changes:
 Updated section 5 Configure Services as Virtual Users, added section 5.12 Group
Paging, and modified section 4.5.12 Configure Shared Call Appearance Locations for
the Group Paging Feature Description (EV 92408).
 Updated section 5.4 Call Park for the Call Park and Recall Enhancements Feature
Description (EV 66066).
 Restructured information about configuring Call Center and created section 6
Configure Call Centers for the Call Center Reporting Feature Description (EV 98107).
 Added section 7 Configure Meet-Me Conferencing for the Meet-Me Conferencing,
Part 1 Feature Description (EV 110764), the Meet-Me Conference Delegates Support
Feature Description (EV 142877), and the Meet-Me Conference Notification
Enhancements Feature Description (EV 142050).
 Updated section 4.9.2 Configure Fax Messaging for the Fax Alias Feature Description
(EV 101583).
 Updated section 4.2.13 Configure Call Processing Policies for the Dialable Caller ID
Feature Description (100929) and the Calling Line Identity Compliance
Enhancements Feature Description (EV 116923).
 Updated section 6.1.2 Add Call Center for the Basic and Standard Call Center
Enhancement Feature Description (EV 118563).
 Updated section 5.6 Hunt Group for the Configurable Hunt Group Name Presentation
Feature Description (EV 113687) and the Call Forwarding Not Reachable For Hunt
Groups Feature Description (EV 140685).

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 26 OF 519
  Updated section 5.15 Trunk Group for the Stateful Trunk Group Failover Feature
Description (EV 106848), Trunking Enhancements Feature Description (EV 129343),
and Calling Line Identity Compliance Enhancements Feature Description
(EV 116923).
 Added section 4.5.5 Configure BroadWorks Mobility for the BroadWorks Mobility
Feature Description (EV 119810).
 Updated section 4.6 User – Calling Plans Menu for the Outgoing Calling Plan Dial
Restriction Override Patterns Feature Description (EV 115681) and the Call Me Now
Feature Description (EV 97691).
 Updated section 6.1.2.4.3 Add Premium Call Center with Wizard for EV 127718.
 Updated sections 4.2.4 Manage User Addresses and 5.15 Trunk Group for the
Device Profile Enhancements Multiple Static Contacts Per Device Feature Description
(EV 129338).
 Updated sections 5.2 Configure Shared Tasks and 6.1.3 Call Center – Profile Menu
for the Call Recording Interface Feature Description (EV 46941).
 Updated sections 4.2 User – Profile Menu and 4.5.12 Configure Shared Call
Appearance Locations and added section 4.2.14 Configure Device Policies for the
Device Feature Synchronization Enhancements Feature Description (EV 115685).
 Updated sections 4.1.2 List Users, 5.15.4 View Trunk Group Users and Change Pilot
User, and 6.1.3.12 Configure DNIS (Premium Call Centers) for the Search by
Extension and User ID Feature Description (57599).
 Added section 5.2.8 Configure Privacy for the Service Instance Privacy Feature
Description (EV 113339).
 Updated section 4.9 User – Messaging Menu and added section 4.9.3 Configure
Integrated IM&P for the BroadCloud IM&P Interconnect Support Feature Description
(EV 114602).
 Updated section 4.2.13 Configure Call Processing Policies for the Department Calling
Line ID Override Feature Description (EV 126077).
 Updated sections 4.6.3 Configure Outgoing Calling Plan and 4.6.5 Configure
Outgoing Digit Plan for EV 155940.
 Updated section 6 Configure Call Centers for EV 156146.
 Updated section 5.15.1 Add Trunk Group for EV 156177.

1.7 Changes for Release 17.0

This section describes the changes to this document for each document version of
Release 17.0
Changes for Release 17.0, Document Version 2
This version of the document includes the following changes:
 Updated section 6.1.2.4 Add Call Center with Wizard and added section 6.1.2.4.4
Change Call Center User ID for EV 110154.
 Updated sections 5.1 Access Group – Services Menu, 6.1.3.8 Customize Call Center
Announcements, 6.1.3.12.3 Add DNIS, 6.1.3.12.5 Modify or Delete DNIS, 5.14.6.4
Modify or Delete DNIS Number, 5.14.7 Configure Failover Policy, and 5.14.9
Configure Routing Policies for EV 112244.
 Updated section 5.15 Trunk Group for EV 112549.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 27 OF 519
 Changes for Release 17.0, Document Version 1
This version of the document includes the following changes:
 Added sections 4.2.10 Assign Call Centers, 6.1.3.11 Configure Distinctive Ringing,
6.1.3.12 Configure DNIS (Premium Call Centers), and 6.1.3.5.1 Assign Agents to
Supervise (Standard and Premium Call Centers), and updated sections 4.5.6
Configure Call Center Defaults, 6.1.4.6 Configure Bounced Calls Policy, and 6.1.4
Call Center – Routing Policies for the Call Center Enhancements II Feature
Description.
 Updated section 4.11.3 Intercept User for the Intercept Enhancements Feature
Description (EV 91795).
 Added section 4.5.3 Configure Communication Barring User-Control for the
Communication Barring User-Control Feature Description (EV 51781).
 Updated section 4.2.13 Configure Call Processing Policies for the Calling Name and
Number Delivery Split Feature Description (EV 95515).
 Updated sections 5.15.1 Add Trunk Group and 5.15.3 Modify Trunk Group Profile or
Delete Trunk Group for the Calling Line ID Security Feature Description (EV 95368).
 Updated sections 4.2.4 Manage User Addresses, 4.3.3 Configure Alternate Numbers,
4.9.2 Configure Fax Messaging, and 5.2.4 Configure Addresses for Virtual User for
the Variable Length and Longer Extension Feature Description (EV 95518).
 Updated section 4.1.3 Add User.
 Added section 4.2.12 Configure Call Application Policies for EV 101701.
 Added section 6.1.3.9 Configure Weighted Call Distribution for EV 100215.
 Added section 6.2.3 Agent Unavailable Codes (Call Center – Standard, Call Center –
Premium, and Route Point) and updated sections 4.5.6 Configure Call Center
Defaults and 6.1.2 Add Call Center for the Call Center Unavailability Codes Feature
Description (EV 98105).
 Updated section 4.5.2 Configure Directed Call Pickup with Barge-in Options for the
Call Center Barge-in Enhancements Feature Description (EV 98104).
 Added sections on configuring call center and group-level disposition codes for the
Call Center Disposition Codes Feature Description (EV 98106).
 Modified the description in section 4.11.3 Intercept User for EV 104090.
 Modified section 5.15 Trunk Group for the Business Trunking Enhancements Feature
Description (EV 100155).
 Added section 4.2.15 View or Assign Office Zone and Primary Zone for the Location-
based Calling Restrictions Feature Description (EV 101360).
 Added sections 5.14 Route Point and 4.2.11 Assign Route Point Supervisors for the
Network CTI Integration Feature Description (EV 87520).
 Added section 6.1.3.13 Configure Queue Status Notification for the Call Center Status
Event Package Feature Description (EV 100149).
 Added section 4.9.4 Configure Voice Messaging for EV 105048.
 Added sections 6.1.3.8.3 Customize Estimated Wait Message and 6.1.3.12.4.2
Configure DNIS Estimated Wait Message and updated sections 6.1.3.8 Customize
Call Center Announcements and 6.1.3.12 Configure DNIS (Premium Call Centers) for
the Call Center Entrance Message Enhancement Feature Description (EV 102347).

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 28 OF 519
  Updated sections 6.2.5 Routing Priority Settings (All Call Center Services), 6.1.2 Add
Call Center, and 6.1.3.2 Modify Call Center Profile or Delete Call Center for
EV 106080.
 Updated section 6.1.2.4 Add Call Center with Wizard for EV 110154 and section
6.1.3.13 Configure Queue Status Notification (Premium Call Centers) for EV 110256.
 Updated sections 6.1.3.8.3 Customize Estimated Wait Message and 6.1.3.12.4.2
Configure DNIS Estimated Wait Message for EV 109959.

1.8 Changes for Release 16.0

This section describes the changes to this document for each document version of
Release 16.0.
Changes for Release 16.0, Document Version 1
This version of the document includes the following changes:
 Added section 4.2.13 Configure Call Processing Policies for the CLID and COLP
Enhancements Feature Description.
 Modified section 4.5.2 Configure Directed Call Pickup with Barge-in Options for the
Barge-In FAC Feature Description.
 Added section 4.5.7 Configure Charge Number and modified sections 4.2.4 Manage
User Addresses and 5.15 Trunk Group for the Enterprise Trunking Feature
Description.
 Modified section 4.3.2 Configure Custom Ringback User Profiles for the User-Defined
Custom Ringback and Music On Hold Feature Description.
 Modified section 4.5.6 Configure Call Center Defaults for the Call Center Statistics
Enhancements Feature Description and the Call Center Enhancements Feature
Description.
 Added section 4.11.4 Enable and Disable Prepaid for the IMS Accounting Ro
Interface Feature Description.
 Updated section 4.4.2 Configure Calling Party Category for the Configurable Calling
Party Category Values Feature Description.
 Updated sections 4.1.3 Add User and 4.2.2 Modify User Profile or Delete User for the
Communication Barring Fixed Feature Description.
 Added section 4.5.4 Configure Advice of Charge for the Advice of Charge Feature
Description.
 Updated document for EV 98586, EV 98907, and EV 98434.

1.9 Changes for Release 15.0, Document Version 1

The following changes were made to this document for Release 15.0:
 Updated section 5.15 Trunk Group for EV 67302.
 Updated section 4.5.12.3 Modify Shared Call Appearance Location and section on
Call Center for EV 67122.
 Made changes to section 5.15.8 Configure Unreachable Destination for the Alarm
Management Rework Feature Description.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 29 OF 519
 1.10 Changes for Releases 14.sp1 through 14.sp6
This document includes the following changes for Releases 14.sp1 through 14.sp6.
Release 14.sp6
The following changes were made to this document for Release 14.sp6:
 Made changes to section 6.1.3.8 Customize Call Center Announcements for the
Internal External Music On Hold Feature Description.
 Removed information related to the Client Management System (CMS).
Release 14.sp5
The following changes were made to this document for Release 14.sp5:
 Made changes to section 5.15.6 Configure Capacity Management for the Trunk
Group Hosted Users Feature Description.
Release 14.sp4
The following changes were made to this document for Release 14.sp4:
 Added section 5.4 Call Park for the Group Call Park Feature Description.
 Modified section 4.5.10 Configure Hoteling Host for the Hoteling Timer Enhancements
Feature Description.
 Modified section 5.15 Trunk Group for the Trunk Group Pilot Users Feature
Description.
Release 14.sp3
The following changes were made to this document for Release 14.sp3:
 Modified section 6 Configure Call Centers for the Call Center Architecture
Enhancements Feature Description.
 Modified section 4 Configure Users for the Telephone Number Inventory Feature
Description.
Release 14.sp2
The following changes were made to this document for Release 14.sp2:
 Modified document as an administrator can allow termination and origination of calls
for each Shared Call Appearance. For more information, see section 4.5.12
Configure Shared Call Appearance Locations.
Release 14.sp1
The following changes were made to this document for Release 14.sp1:
 Added sections 5.15.6 Configure Capacity Management and 5.15.8 Configure
Unreachable Destination for the Business Trunking Enhancements Feature
Description.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 30 OF 519
 2 About This Guide

The BroadWorks Application Server Group Web Interface Administration Guide – Part 2 is
designed to assist group and department administrators with management of all
BroadWorks user administration functions. Detailed instructions for each function and
page of the BroadWorks system can be found both in the guide and in the online help,
which is available using the Help link on each web page.

NOTE: For information about management of all BroadWorks group and department
administration functions, see the BroadWorks Application Server Group Web Interface
Administration Guide – Part 1.

This guide assumes administrators are familiar with the procedures in the BroadWorks
Getting Started Web Interface Administration Guide.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 31 OF 519
 3 Group Administrator Tasks and Responsibilities

A group administrator, using the web portal, performs these user tasks:
 Configure users
 Configure services as virtual users
 Assist or train users in personal service configuration
Users can customize and configure their own services, which reduces the cost and need
for customer service. Self-managed customers also benefit from reduced lag time for
service orders. The design of the system allows for the possibility of requesting and
receiving new services, additional numbers, and expanded access online.

3.1 Group Home Page

This is the Home page of a group administrator. This page shows the menu items that are
used to create and modify user, profile information, and administrators for your group ID.
To display this page, click the Home link in the upper right-hand corner of the page.

Figure 1 Group Administrator Home Page

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 32 OF 519
 3.2 Privacy Policy
Your system can be configured by the system administrator to display the privacy policy
on the web portal. If it is enabled, the Privacy Policy link appears on every page in the
upper right-hand corner.

Figure 2 Group Administrator Home Page with Privacy Policy Link

When you click the link, a new page appears displaying the service provider’s privacy
policy related to the end user’s personal data processing.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 33 OF 519
 GROUP ADMINISTRATION

This section contains the following chapters:

 Configure Users
 Configure Services as Virtual Users
 Configure Call Centers
 Configure Meet-Me Conferencing
 Loudspeaker Paging

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 34 OF 519
 4 Configure Users

This chapter describes functions required to create and manage users and to assign user
services.

NOTE: This document contains the user procedures that only the group administrator can
perform. Users can customize and configure their own services. For descriptions on how users
use the user option menus to complete the configuration of their environment, see the
BroadWorks User Web Interface Administration Guide.

This chapter describes how to perform the following user-related functions:

 List Users
 Add User
 Modify User Profile or Delete User
 Change User ID
 Manage User Addresses
 Reset User Password
 Revoke Authentication Tokens
 Configure Direct Route
 Configure Route List
 Assign or Unassign User Services
 Assign Call Centers
 Assign Route Point Supervisors
 Configure Call Application Policies
 Configure Call Processing Policies
 Configure Device Policies
 View or Assign Office Zone and Primary Zone
 Configure Custom Ringback User Profiles
 Configure Alternate Numbers
 Configure Terminating Alternate Trunk Identity
 Configure Calling Party Category
 Configure Directed Call Pickup with Barge-in Options
 Configure Communication Barring User-Control
 Configure Advice of Charge
 Configure BroadWorks Mobility
 Configure Call Center Defaults
 Configure Charge Number
 Configure Flexible Seating Guest Device

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 35 OF 519
  Configure Group Night Forwarding
 Configure Hoteling Host
 Turn Physical Location On or Off
 Configure Shared Call Appearance Locations
 Configure Video Add-On
 Configure Incoming Calling Plan
 Configure Outgoing Calling Plan
 Configure Outgoing Authorization Codes
 Configure Outgoing Digit Plan
 Configure Transfer Numbers
 Configure Outgoing Pinhole Digit Plan
 Configure Busy Lamp Field
 Restrict Number of Conference Participants
 Create Conference with Restricted Number of Participants
 Configure Fax Messaging
 Configure Integrated IM&P
 Configure Voice Messaging
 Assign Communication Barring Profile
 Disable Feature Access Codes
 Intercept User
 Assign Security Classification Level

4.1 Group – Users Page

The Group – Users page lists the users in your group. Use the Group – Users page to
access and perform the following functions:
 List Users
 Add User
You also use this page to access configuration pages for specific users, once you add
these users to your group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 36 OF 519
 4.1.1 Access Group – Users Page
Use the Group – Users page to list and add users in your group.

Figure 3 Group – Users

1) On your Home page, in the Options list, click Profile. The Group – Profile menu page
appears.
2) Click Users. The Group – Users page appears.
3) To return to your Home page click Group or Home.

4.1.2 List Users

Use the Group – Users page to list the users in the group. On this page, you can search
for a particular user. From this page, you can add a user or select a user to be modified or
deleted, change a user password, or assign services to or unassign services from a user.

NOTE: The system can be configured to allow user authentication to be performed by an

external server. When external activation is on, and you are not allowed to add users, no Add
button appears on this page.

Figure 4 Group – Users

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 37 OF 519
 1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
2) To display the list of users, click Search. The Group – Users page with the list of
users and search criteria boxes appears.
The Groups – Users page is a list page that contains an advanced search. The User
ID, Last Name, First Name, Phone Number, Extension, Department, and whether the
user is In Trunk Group appear for each user. Depending on the number of pages of
data in a list, you can present the data several different ways. You can click the
headings of a column to change the sort order of items in the column, use the input
boxes to specify search criteria, or click the page links, for example, Next or
Previous. The advanced search lets you define specific search criteria to narrow
your search and display a manageable list. For more information on defining search
criteria, see the BroadWorks Getting Started Web Interface Administration Guide.
3) To display the previous page, click OK or Cancel.

4.1.3 Add User

Use the Group – Users Add page to add a user.

NOTE 1: BroadSoft recommends a maximum of 10,000 users per group on the system. This
helps improve database queries and other tasks, which take longer as the group size increases.

NOTE 2: The system can be configured to allow user authentication to be performed by an

external server. When external authentication is active, no password fields appear on this page.

Figure 5 Group – Users Add

1) On the Group – Profile menu page, click Users. The Group – Users page appears.
2) Click Add. The Group – Users Add page appears.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 38 OF 519
 3) Type information for the user. Required data is indicated with an asterisk (*).
Following is a table of the input boxes and the data required for each box. To move
from one box to another, use the TAB key on the keyboard or click in the next box.

Setting Name Allowed Values Description Example

Service (Read-only) The service provider or enterprise SP01

Provider or for the group.
Enterprise

Group (Read-only) The name of the group.

User ID * 6 through 80 characters. The user's login ID. bob123

Can only contain letters,
digits, single quotes,
periods, semicolons, or
the following symbols:
#, $, %, &, +, -, =, ?, |, _,
~, !, `, ^, {, }.

Domain * The drop-down list The domain name. The group abcompany.co
displays all domains default domain name appears m
available for the group. first.

Last Name 1 through 30 characters. The last name of the user. Smith

First Name 1 through 30 characters. The first name of the user. Bob

Calling Line ID 1 through 30 characters. The last name of the user for the
Last Name * Cannot contain % and + calling line ID (CLID).
symbols, backslashes,
double quotes, or
extended ASCII
characters.

Calling Line ID 1 through 30 characters. The first name of the user for the
First Name * Cannot contain % and + CLID.
symbols, backslashes,
double quotes, or
extended ASCII
characters.

Name Dialing 1 through 30 characters. The last name to use when a Smith
Last Name Cannot contain % and + caller dials by name using Auto
symbols, backslashes, Attendant.
double quotes, or NOTE: This box appears only if
extended ASCII the group is granted full access to
characters. name dialing fields.

Name Dialing 1 through 30 characters. The first name to use when a Robert
First Name Cannot contain % and + caller dials by name using Auto
symbols, backslashes, Attendant.
double quotes, or NOTE: This box appears only if
extended ASCII the group is granted full access to
characters. name dialing fields.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 39 OF 519
 Setting Name Allowed Values Description Example

Calling Line ID 1 through 20 digits (3 The phone number for the user’s 4105559999
Phone Number through 22 digits in CLID.
E.164 format, including NOTE 1: This box appears only if
the plus (+) character). the Calling Line ID policy in effect
Spaces and dashes are for the user is set to use a
allowed and do not configurable CLID.
count toward the length
of the phone number. NOTE 2: Upon saving, the CLID
phone number is stored either as
entered or after being normalized
to E.164 format. The format is
decided by the system
administrator and specified below
the text box.

Hiragana Last 1 through 30 characters. Enter a character-based name.

Name This input box is designed for
specific markets. It does not
appear unless configured by the
system administrator.

Hiragana First 1 through 30 characters. Enter a character-based name.

Name This input box is designed for
specific markets. It does not
appear unless configured by the
system administrator.

Initial Password Follow the password Type the initial password for the *******
rules for your group, as user.
specified on the Group –
Password Rules page.

Re-type Initial Same as Initial Type the initial password again. *******
Password Password.

Department The drop-down list The department of the user. Marketing

displays all departments NOTE: You cannot assign a user
in your group, and if to more than one department.
your group is part of an
enterprise, all
departments created at
the enterprise level by
your enterprise
administrator.

Language The drop-down list Language in which service English

displays all languages announcements and treatments
configured for your for incoming and outgoing calls
system. for the user are played.
Default is English (U.S. English)
unless provisioned otherwise.

Time Zone The drop-down list The time zone. (GMT-05:00) –

displays all available US Indiana
time zones.

Network Class The drop-down list The network class of service the Business
of Service displays the network user is assigned to, which Standard
classes of service that determines how user’s calls are
can be assigned to the processed.
user. Network classes of service are
defined by the system
administrator. You can use the
classes assigned to your group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 40 OF 519
 Setting Name Allowed Values Description Example

Additional Information

Title 1 through 50 characters. The title of the user. Marketing

Director

Pager 1 through 30 characters. The pager number of the user. 4105558888

or
17175551234

Mobile 2 through 30 digits (3 The mobile phone number of the 4105559999

through 22 digits in user.
E.164 format including
the leading +). Spaces
and dashes are allowed
but are not included in
the number.

E-mail 3 through 80 characters A valid email address. joe@broadsoft

in user@domain format. .com
Can contain only one @
symbol, letters, digits,
and the following
characters: !, #, $, %, &,
*, +, -, /, =, _, {, }, |, ~, `,
., ?, ^, or single quotes.

Yahoo ID 1 through 50 characters. The user’s Instant Messaging joeMarketing

Yahoo ID.

Location 1 through 80 characters. The user’s specific location (for 12-103

example floor number or cubicle
number).

Address 2 lines, maximum 80 The street address of the user 123 Main
characters each. (the company address). There Street
are two lines for information such Suite 701
as a suite or office number.

City 1 through 50 characters. The city. Baltimore

State/Province The drop-down box lists The state or province. MD

the available choices.

Zip/Postal Code 1 through 50 characters. The zip or postal code. 20877

Country 1 through 50 characters. The country. United States

NOTE: Remind users to change their passwords after they log in to the system for the first time.

4) To save your changes and display the previous page, click OK.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 41 OF 519
 4.2 User – Profile Menu
This section describes the functions on the User – Profile menu that only administrators
can perform.
Use the User – Profile menu page to perform the following user functions:
 Modify User Profile or Delete User
 Change User ID
 Manage User Addresses
 Reset User Password
 Revoke Authentication Tokens
 Configure Direct Route
 Configure Route List
 Assign or Unassign User Services
 Assign Call Centers
 Assign Route Point Supervisors
 Configure Call Application Policies
 Configure Call Processing Policies
 Configure Device Policies
 View or Assign Office Zone and Primary Zone

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 42 OF 519
 4.2.1 Access User – Profile Menu
Use the User – Profile menu page to display the pages to modify a user profile, to delete a
user, to change a user password, or to assign or unassign user services.

Figure 6 User – Profile Menu

1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
3) Click Edit or any item on the row for the user to access. The User – Profile menu
page appears.
4) To display your Home page, click Group or Home.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 43 OF 519
 4.2.2 Modify User Profile or Delete User
Use the User – Profile page to modify a user profile or to delete a user.

Figure 7 User – Profile (AS Mode)

Figure 8 User – Profile (XS Mode)

1) For a selected user, on the Profile menu, click Profile. The User – Profile page
appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 44 OF 519
 2) To delete the user, click Delete. A warning dialog box appears.

NOTE: If the user is a pilot user for a trunk group, there is no Delete button.

3) Click OK to confirm the deletion, or Cancel to keep the user.

WARNING: This action cannot be undone. Once OK has been clicked, the selected user is
permanently deleted.

4) To edit the user’s profile information, type or select data on the page. An asterisk (*)
indicates required data. For more information about this page and the data input
boxes, see section 4.1.3 Add User.

NOTE 1: If you change the selection for Language, for the change to be effective on the web
interface, the user must log out and then log in again. For the voice prompts during calls, the
change is effective on the next call to or from the user.

NOTE 2: In XS Mode, the Allow Video Calls read-only option specifies whether the user can
make and receive video calls. To change this option, you need to contact the system
administrator.

5) To create or modify Instant Messaging and Presence (IM&P) credentials for the user,
enter the following information as required.

NOTE: The IM&P ID can only be modified if the user has the Third-Party IM&P service assigned
and either does not have the Integrated IM&P service assigned or the Integrated IM&P service is
not active.

Setting Name Values Description Example

IM&P ID 1 through 50 The user’s IM&P ID. This field is jsmith@acme.bc.im

characters. read-only if the user has the
Integrated IM&P service activated.

IM&P Password 1 through 50 Type the IM&P password for the *******
characters. user.

Re-type IM&P Same as IM&P Type the IM&P password again. *******
Password Password.

6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 45 OF 519
 4.2.3 Change User ID
Use the User – Change User ID page to change a user ID and domain.

Figure 9 User – Change User ID

1) For a selected user, click Profile. The User – Profile page appears.
2) Click Change User ID (link in top right of page). The User – Change User ID page
appears.
3) Type the new user ID, which can be from 6 through 80 characters in length and can
only contain letters, digits, single quotes, and the following symbols: #, $, %, &, *, +, -,
=, ?, ;, ., |, _, ~, !, `, ^, {, }.
4) Select the domain name from the drop-down list, which displays all domains
configured for the group. The group default domain name appears first.
5) Save your changes. Click OK.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 46 OF 519
 4.2.4 Manage User Addresses
Use the User – Addresses page to configure the user’s telephone number, extension, and
other identities that are used when making and receiving calls.
The length of the extension may vary depending on the extension settings configured for
your group and different users may have extensions of different lengths.
The telephone number and extension fields may be read-only if you have been assigned
read-only access to phone numbers and extensions.

Figure 10 User – Addresses

Figure 11 User – Addresses (Read-only Access to Phone Numbers/Extensions)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 47 OF 519
 1) For a selected user, click Addresses. The User – Addresses page appears.
2) Select a phone number and/or enter an extension for the user. The allowed extension
length is specified on your group's Utilities – Extension Dialing page. The activation
status of the assigned phone number is displayed to the right of the number under the
Activated column. The status is not shown if the phone number is set to “None”.
3) Use the Aliases controls to specify up to three additional SIP addresses to associate
with the user. Calls directed to any of these aliases are redirected to the assigned
user. For each alias to add, type the user part of the address and select the domain
from the drop-down list. The user part can be from 1 through 80 characters and can
only contain letters, digits, and the following characters: -, _, ., !, ~, *, (, ), or single
quotes. For each alias to add, type the user part and select the domain from the drop-
down list.
4) Select one of the following options:
− Select Identity/Device Profile to assign a specific identity/device profile to the user.
− Select Trunking to assign the user to a trunk group.
− Select None otherwise.

NOTE: If the user is a trunk group pilot user, the Identity/Device Profile and None options are
disabled.

5) If you selected Identity/Device Profile, a new area of controls appears.

Figure 12 User Addresses – Identity/Device Profile Option (AS Mode)

Figure 13 Identity/Device Profile with Static Registration and Static Line/Port Ordering Enabled

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 48 OF 519
 Figure 14 Identity/Device Profile with Static Registration and Path Header Support Enabled

Figure 15 User Addresses – Identity/Device Profile Option (XS Mode)

− Enter the required identity/device profile information as follows.

Setting Name Values Description

Identity/Device Profile Area

Identity/Device The drop-down box lists The name of the identity/device profile to
Profile Name * the available assign to this user. You can select an
identity/device profiles. existing identity/device profile, or you may
select New Identity/Device Profile to create a
new identity/device profile on this page. See
the following table for details.

Line/Port * A valid line/port, The user's line number or SIP address,

maximum 161 depending on the identity/device profile type
characters in you selected.
user@domain format. Not available in IMS deployments.
The user part can
contain a leading +,
letters, digits, and the
following characters: -,
_, !, ~, *, (, ), periods,
and single quotes.
The drop-down box lists
the available domains.

Public Identity Maximum 161 The user's SIP address.

characters in Only available in IMS deployments.
user@domain format.
The user part can only
contain letters, digits,
and the following
characters: -, _, !, ~, *, (,
), periods, and single
quotes.
The available domains
are listed in the drop-
down box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 49 OF 519
 Setting Name Values Description

Private Identity Maximum 161 The user's private SIP address.

characters in Only available in XS mode.
user@domain format.
The user part can only
contain letters, digits,
and the following
characters: -, _, !, ~, *, (,
), periods, and single
quotes.
The domain part can
only contain letters,
digits, periods, colons,
dashes, and square
brackets.

Port Number The drop-down list The port number on the device. You select
displays the ports the port number from the list of ports
available on the device. available on the device.
Note that the Port Number field is only
displayed when static line ordering is enabled
for the identity/device type.

Contact Can only contain letters, Up to five contact addresses for the user.
digits, and the following Only available for identity/device profile types
characters: -, _, !, ~, *, (, that allow static registrations.
), &, =, +, $, ?, /, period, In IMS deployments, multiple contacts are
semicolon, or single not allowed.
quotes.

Path The format should follow Routing information to the device, one for
the RFC 3327 each configured contact. Used when Path
specification. header support is enabled.

− To modify a selected identity/device profile, click Apply to save your changes and
then click the Configure Identity/Device Profile link. The Identity/Device Profile
Modify page appears.

NOTE: You can only modify identity/device profiles defined for your group.

− To define a new identity/device profile to assign to the user, select the New
Identity/Device Profile (Group) option from the Identity/Device Profile Name drop-
down list. The Identity/Device Profile area displays the following additional fields
for you to configure:

Figure 16 User Addresses – New Identity/Device Profile (AS Mode)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 50 OF 519
 Figure 17 User Addresses – New Identity/Device Profile (XS Mode)

Setting Name Values Description

New Identity/Device 1 through 80 characters. A descriptive name for the new

Profile Name identity/device profile.

Identity/Device The drop-down list The identity/device profile type to use as a

Profile Type displays the list of basis for your new identity/device profile.
available identity/device
profile types.

Host Name/IP 1 through 80 characters. The network address of the new

Address Cannot contain a space or identity/device profile.
@. Not available in IMS deployments.

Port 1025 through 65535. The IP port used by the new

identity/device profile on the host specified
above.
Not available in IMS deployments.

Mac Address 12 characters containing The MAC address of the hardware

only uppercase letters represented by the identity/device profile.
and digits. Not available in IMS deployments.

Line/Port A valid line/port, The user's line, port number, or SIP

maximum 161 characters address, depending on the identity/device
in user@domain format. profile type you selected.
The user part can contain Not available in IMS deployments.
a leading +, letters, digits,
and the following
characters: -, _, !, ~, *, (,
), periods, and single
quotes.
The drop-down box lists
the available domains.

Public Identity Maximum 161 characters The user's SIP address.

in user@domain format. Only available in IMS deployments.
The user part can only
contain letters, digits, and
the following characters: -
, _, !, ~, *, (, ), periods,
and single quotes.
The available domains
are listed in the drop-
down box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 51 OF 519
 Setting Name Values Description

Private Identity Maximum 161 characters The user's private SIP address.
in user@domain format. Only available in XS mode.
The user part can only
contain letters, digits, and
the following characters: -
, _, !, ~, *, (, ), periods,
and single quotes.
The domain part can only
contain letters, digits,
periods, colons, dashes,
and square brackets.

Port Number The drop-down list The device port number. Note that the
displays the ports Port Number field is only displayed when
available on the device. static line ordering is enabled for the
identity/device type.

Contact Can only contain letters, Up to five contact addresses for the user.
digits, and the following Only available for identity/device profile
characters: -, _, !, ~, *, (, types that allow static registrations.
), &, =, +, $, ?, /, period, In IMS deployments, multiple contacts are
semicolon, or single not allowed.
quotes.

Path The format should follow Routing information to the device, one for
the RFC 3327 each configured contact. Used when Path
specification. header support is enabled.

− Click Apply to save your changes. Your changes are saved and new links
appear.

Figure 18 User Addresses – Identity/Device Profile with Advanced Settings Link

Figure 19 User Addresses – Identity/Device Profile with Visual Device Management Link

− If the device can be configured using Visual Device Management, click the
Configure Device via Visual Device Management link to access the tool.
− To configure line control settings, click the Advanced Settings link. The User –
Addresses Advanced Settings page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 52 OF 519
 Figure 20 User – Addresses Advanced Settings (AS Mode)

Figure 21 User – Addresses Advanced Settings (XS Mode)

− To allow call originations from the user's main line, check Allow Origination
from this location.
− To allow terminations from the user's main line, check Allow Termination from
this location.
− In XS mode, check Allow Video Calls from this location to allow video calls to
and from the user's main line. Note that the user can change this setting.
− Click Apply or OK. Apply save your changes. OK saves your changes and
displays the User – Profile page.
Click Apply and then Cancel to save your changes and return to the User –
Addresses page.
Or click Cancel to exit without saving and return to the User – Addresses
page.
6) If you selected Trunk Group, a new area appears, allowing you to specify the trunk
group that you want to assign to the user.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 53 OF 519
 Figure 22 User Addresses – Trunking

Figure 23 User Addresses – Trunking (IMS Deployments)

Figure 24 User Addresses – Trunking (Trunk with Static Registration Capable Device Assigned)

Figure 25 User Addresses – Trunking with Static Registration and Path Header Support Enabled

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 54 OF 519
 − Enter the trunk group information as follows.
Field Available Values Description

Trunk Group * The drop-down box lists the The trunk group to assign this user to.
available trunk groups. You can select any trunk group configured
for your group.

Line/Port * A valid line/port, maximum 161 The user’s line, port number, or SIP
characters in user@domain address, depending on the identity/device
format. profile assigned to the selected trunk
The user part can contain a group.
leading +, letters, digits, and the Not available in IMS deployments.
following characters: -, _, !, ~, *,
(, ), periods, and single quotes.
The drop-down box lists the
available domains.

Public Identity Maximum 161 characters in The user's SIP address.

user@domain format. The user Only available in IMS deployments.
part can only contain letters,
digits, and the following
characters: -, _, !, ~, *, (, ),
periods, and single quotes.
The available domains are listed
in the drop-down box.

Contact Can only contain letters, digits, Up to five contact addresses for the user.
and the following characters: -, Only available for identity/device profile
_, !, ~, *, (, ), &, =, +, $, ?, /, types that allow static registrations.
periods, semicolons, or single In IMS deployments, multiple contacts are
quotes. not allowed.

Path The format should follow the Routing information to the device, one for
RFC 3327 specification. each configured contact. Used when Path
header support is enabled.

Alternate 1 through 80 characters. If the terminating subscriber has an

Trunk Identity alternate trunk identity, then the
Application Server uses this identity
instead of the subscriber’s DN to form the
URI for the To header (and possibly the
Request-URI).
In IMS deployments, you can also select a
domain for the alternate trunk identity.

Enterprise The drop-down box lists the The enterprise trunk to assign to this user.
Trunk available enterprise trunks. You can select any enterprise trunk
configured for your group or enterprise.

Physical 1 through 1024 characters. The physical location of a trunking user.

Location If configured, it takes precedence over any
physical location configured against the
trunking device profile.

− Check None to assign the user no identity/device profile or trunk.

7) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 55 OF 519
 4.2.5 Reset User Password
Use the User – Passwords page to reset a user password for the web portal or the voice
portal. Users can change their passwords, but they have to remember their current
password to do this and the password cannot have expired.

NOTE 1: The system can be configured to allow user authentication to be performed by an

external server. When external authentication is active, you can set only the voice portal
password on this page.

NOTE 2: The option to set the voice portal password (Set portal password) appears only if the
user has the Voice Messaging service.

Figure 26 User – Passwords (AS Mode)

Figure 27 User – Passwords (XS Mode)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 56 OF 519
 1) For a selected user, click Passwords. The User – Passwords page appears
2) Select the type of password: Click the button for the type you want. The Set voice
portal button appears only for users with the Voice Messaging service.
3) Type the new password in the Reset Password text boxes. Follow the password
rules for your group.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.2.6 Revoke Authentication Tokens

Use the User – Passwords page to revoke authentication tokens issued for the user to
access the BroadWorks web portal from client applications, such as UC-One. When the
tokens are successfully revoked, the user is prompted to enter their user ID and password
to access BroadWorks from any client that uses long-lived tokens to authenticate the user.
This functionality applies only to AS mode.

Figure 28 User – Passwords (AS Mode)

1) For a selected user, click Passwords. The User – Passwords page appears.
2) Make sure that the Set web access password option is selected.
3) Click the Revoke Previously Issued Long Lived Tokens link.

NOTE: Clicking the link clears any changes you made on this page. To save the changes, click
Apply before you click the link.

4) In the dialog box that appears, confirm your action. When the tokens are successfully
revoked, a confirmation message appears.
5) Click OK to exit the page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 57 OF 519
 4.2.7 Configure Direct Route
Use the User – Direct Route page to configure the Direct Route service for a trunking user
account.
The Direct Route service enables BroadWorks to route network-originated calls directly to
a Private Branch Exchange (PBX) identified by a trunk group identifier without identifying a
BroadWorks user from a lookup of the called number.
BroadWorks applies a one-call-per-session policy for a direct route calls, both terminating
and originating. That is, BroadWorks processes the calls in unmapped sessions. This
allows to process direct route calls with greater concurrency, which improves call
throughout for high call volume. This is appropriate for example, for an Interactive Voice
Response (IVR) system in the enterprise. However, because the sessions are
unmapped, BroadWorks cannot provide certain services that involve two or more calls,
such as Three-Way Calling.

Figure 29 User – Direct Route

1) For a selected user account, click Direct Route. The User – Direct Route page
appears.
2) For Outgoing DTG Policy configuration option select one of the following options:
− Select Use Direct Route DTG to use a DTG identifier defined for the Direct Route
service.
− Select Use Trunk Group DTG to use the DTG identifier defined for the terminating
trunk group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 58 OF 519
 3) For Outgoing Trunk Identity Policy configuration option select one of the following
options:
− Select Use Direct Route Trunk Identity, to use a trunk group identifier defined for
the Direct Route service.
− Select Use Trunk Group Trunk Identity, to use the trunk group identifier defined
for the terminating trunk group.
4) Configure up to ten direct route identifiers. For each direct route identifier to configure,
do the following:
− For Direct Route Parameter, select DTG or Trunk Identity.

NOTE: This attribute indicates whether the direct route identifier value is used with the dtg
parameter or the tgrp and trunk-context parameters.

− If you selected DTG, enter the value of a DTG identifier in the Direct Route Value
text box.
− If you selected Trunk Identity, enter the user part of a trunk group identifier in the
Direct Route Value text box and select a domain from the drop-down list.
5) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.2.8 Configure Route List

Use the User – Route List page to configure the Route List service for a trunking user
profile.
The Route List service is used to quickly provision a new site and provide connectivity to
all users on a Private Branch Exchange (PBX). It is typically not assigned to a regular
user, but rather to a trunk user profile that is used as a conduit to handle trunking calls for
all the phone numbers associated with the Route List service of that user profile. These
numbers represent trunking users without their own BroadWorks user profile.
Using the Route List service, directory numbers for trunking users without their own
BroadWorks user profiles can be associated with and handled by a single user profile
instead of requiring an individual BroadWorks user profile for each directory number. The
association is done by assigning ranges of phone numbers or number prefixes to the
profile. Phone numbers that fall into the range or match an assigned prefix are served by
the profile.
The Route List service functionality is only active when enterprise trunk number ranges or
enterprise trunk number prefixes have been assigned to the service and the user profile is
assigned to an enterprise trunk.
The route list user profile provides a way to apply connectivity-related services, such as
call screening. However, because the user profile is shared among multiple users on the
PBX, the route list user should not have user-centric services, such as Voice Messaging.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 59 OF 519
 If a user needs user-centric services such as Voice Messaging, they need to be assigned
an individual profile. To migrate a single user from the shared user profile to an individual
profile, you simply need to create the new BroadWorks user profile and assign the user’s
phone number to it. This works because BroadWorks, when identifying the calling or
called user, looks for an individually assigned phone number before looking for a number
that matches a number prefix or is within a number range assigned to a Route List service
of a shared user profile.
If your group is part of a service provider, you can view the number ranges assigned to
your group on the Group – Enterprise Trunk Number Ranges page. If your group is part of
an enterprise, you can use any number ranges assigned to your enterprise.
If your group is part of a service provider, you can view the number prefixes assigned to
your group on the Group – Enterprise Trunk Number Prefixes page. If your group is part
of an enterprise, you can use any number prefixes assigned to your enterprise.

Figure 30 User – Route List

1) For a selected trunking user profile, click Route List. The User – Route List page
appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 60 OF 519
 2) To treat call originations and PBX redirections from numbers matching a prefix or
within a range assigned to the Route List as screened, check the Treat Originations
and PBX Redirections as Screened box.
3) To use the phone numbers matching a prefix or within a range assigned to the Route
List for non-emergency calls, check the Use Route List Identity for Non-Emergency
Calls box.
4) To use the phone numbers matching a prefix or within a range assigned to the Route
List for emergency calls, check the Use Route List Identity for Emergency Calls box.
5) Assign enterprise trunk number ranges.
− To assign selected number ranges, in the Available Number Ranges column,
select the ranges and then click Add >.
− To assign all available number ranges at once, click Add All >>.
You can select some or all of the items in the column. Item names are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
− To unassign some number ranges, select the number ranges in the Assigned
Number Ranges column and click Remove <; or to remove all number ranges,
click Remove All <<.
6) Assign enterprise trunk number prefixes.
− To assign selected number prefixes, in the Available Number Prefixes column,
select the prefixes and then click Add >.
− To assign all available number prefixes at once, click Add All >>.
You can select some or all of the items in the column. Item names are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
− To unassign some number prefixes, select the number prefixes in the Assigned
Number Prefixes column and click Remove <; or to remove all number prefixes,
click Remove All <<.
7) To save your changes click Apply or OK. Apply saves your changes. OK saves your
changes and returns to the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 61 OF 519
 4.2.9 Assign or Unassign User Services
Use the User – Assign Services page to assign services to or unassign services from a
user (or a virtual user).

NOTE: You can assign only services that your service provider has authorized for your group
and which you have assigned to the group.

Figure 31 User – Assign Services

1) For a selected user, click Assign Services. The Assign Services page appears.
2) Assign service packs and user services:
− In the Available Service Packs or Available Services columns, select the items to
be assigned. You can select some or all of the items in a column. Item names
are listed in alphabetical order. To select several items in sequential order, click
the first name, hold down the SHIFT key on the keyboard, and click the last
name. To select several items, but not in a particular order, click the names while
holding down the CTRL key on the keyboard.
− To assign the selected items, click Add. To assign all items (unselected) at once,
click Add All.
3) Unassign service packs and user services.
Select the items in the User Service Packs or User Services column and click
Remove <. To unassign all items (unselected) at once, click Remove All.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page. To exit without saving, select another page
or click Cancel to display the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 62 OF 519
 4.2.10 Assign Call Centers
Use the User – Assign Call Centers page to assign a selected user to one or more call
centers as an agent.

Figure 32 User – Assign Call Centers

1) For a selected user, click Assign Call Centers. The User – Assign Call Centers
page appears.
2) Assign the user to call centers.
− To assign the user to all available call centers at once, click Add All.
− To assign the user to selected call centers, in the Available Call Centers column,
select the call centers and click Add.
You can select some or all of the items in the column. Item names are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
− To unassign users from specific call centers, select the call centers in the
Assigned Call Centers column and click Remove <; or, to remove the user from
all call centers, click Remove All <<.
3) To save your changes click Apply or OK. Apply saves your changes. OK saves your
changes and returns to the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 63 OF 519
 4.2.11 Assign Route Point Supervisors
Use the User – Assign Route Point Supervisors page to assign route point supervisors to
a route point agent.

NOTE: There is no explicit association between route points and users in BroadWorks. Any
user who has been assigned the Call Center – Premium service can be an agent in a route
point, and any user can be a supervisor. To supervise agents, a user must have agents
assigned to them. To barge in on agents’ calls, supervisors must have the Directed Call Pickup
with Barge-in and Call Center Monitoring services assigned. Agents can escalate calls to users
who have been assigned as their supervisors.

Figure 33 User – Assign Route Point Supervisors

1) For a selected user, click Profile. The User - Profile menu page appears.
2) Click Assign Route Point Supervisors. The User – Assign Route Point Supervisors
page appears.
3) Assign supervisors to the user.
− To assign all available supervisors, click Add All.
− To assign specific supervisors, in the Available Supervisors column, select the
supervisors and click Add.
To select several items in sequential order, click the first item, hold down the
SHIFT key, and click the last item. To select several items, but not in a particular
order, click the items while holding down the CTRL key on the keyboard.
− To unassign specific supervisors from the user, select the supervisors in the
Assigned Supervisors column and click Remove <; or, to unassign all
supervisors, click Remove All <<.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 64 OF 519
 4) Click Apply or OK. Apply saves your changes. OK saves your changes and returns
to the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.2.12 Configure Call Application Policies

Use the User – Call Application Policies page to enable Open Client Interface-Client (OCI-
C) applications for a user. The page lists all the OCI-C applications configured on the
system that are not enabled system-wide and must be enabled for users individually.
The applications are configured by your system administrator.

Figure 34 User – Call Application Policies

1) For a selected user, click Call Application Policies. The User – Call Application
Policies page appears.
2) Check the Enabled box for each application that you want to enable for the user.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 65 OF 519
 4.2.13 Configure Call Processing Policies
Use the User – Call Processing Policies page to configure the BroadWorks call processing
behavior. Group administrators are only able to modify the Calling Line ID Call Processing
Policies.

NOTE: On a per-call basis, the system selects the policy to use based on the level at which the
policies are configured. If the user policies are not configured, the system uses the policies
defined at the group level.

Figure 35 User – Call Processing Policies (AS Mode)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 66 OF 519
 Figure 36 User – Call Processing Policies (XS Mode)

1) For a selected user, click Call Processing Policies. The User – Call Processing
Policies page appears.
2) Select the options for the policies you want to enable as described in the following
table.
Field Description

Use User Calling Line Id Policy This option allows you to specify whether group or user-
Use Group Calling Line Id Policy level Calling Line ID policy should be used.
 Select Use User Calling Line ID Policy to use the policy
configured on this page.
 Select Use Group Calling Line ID Policy to use the group
policy.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 67 OF 519
 Field Description

External Calls (AS mode): This option allows you to override the Calling Line ID policy
 Use user phone number for settings for non-emergency calls for a selected user.
Calling Line Identity  Check Use user phone number for Calling Line Identity to
 Use configurable CLID for send the user’s phone number as calling line ID for outgoing
Calling Line Identity non-emergency calls.
 Use group/department phone  Check Use configurable CLID for Calling Line Identity to
number for Calling Line Identity send the user’s custom calling line ID phone number for
outgoing non-emergency calls. You need to define this
number on the user’s Profile page.
 Check Use group/department phone number for Calling
Line Identity to send the group or department phone number
as calling line ID for outgoing non-emergency calls. The
department phone number is used if the user belongs to a
department that has a phone number assigned; otherwise,
the group phone number is used. This option is enabled
only if there is a group phone number configured (at the
Group – Profile level). The group number, if available,
appears on this page.

Non-Emergency Calls (XS mode): This option allows you to specify the Calling Line ID policy
 Use user phone number for settings for non-emergency calls at the group level.
Calling Line Identity  Click Use user phone number for Calling Line Identity to
 Use configurable CLID for send the user’s phone number as calling line identity.
Calling Line Identity  Click Use configurable CLID for Calling Line Identity to send
 Use group phone number for the user’s custom calling line ID as calling line identity.
Calling Line Identity
 Check Use group phone number for Calling Line Identity to
send the group phone number as calling line identity. This
option is enabled only if there is a group phone number
configured (at the Group – Profile level). The group number,
if available, appears on this page.

Emergency Calls: This option allows you to override the Calling Line ID policy
 Use user phone number for settings for emergency calls at the user level.
Calling Line Identity  Check Use user phone number for Calling Line Identity to
 Use configurable CLID for send the user’s phone number as calling line ID for outgoing
Calling Line Identity non-emergency calls.
 Use group/department phone  Check Use configurable CLID for Calling Line Identity to
number for Calling Line Identity send the user’s custom calling line ID phone number for
outgoing non-emergency calls. You need to define this
number on the user’s Profile page.
 Check Use group/department phone number for Calling
Line Identity to send the group or department phone number
as calling line ID for outgoing emergency calls. The
department phone number is used if the user belongs to a
department that has a phone number assigned; otherwise,
the group phone number is used. This option is enabled
only if there is a group phone number configured (at the
Group – Profile level). The group number, if available,
appears on this page.
Use group name for Calling Line Check this option to use the group name for the user’s
Identity calling line identity.

Allow Department Name Override Check this option to allow the use of the department name
instead of the group calling line ID name for the user’s
calling line identity. Note that this option is only available
when the Use group name for Calling Line Identity option is
checked.

Block Calling Name for External Select this option to block the user’s calling name when the
Calls user makes a call to an external destination.

Calling Line ID Group Number This is a read-only field. It displays, if available, the calling
line identity number of the user’s group. If the group phone
number is not configured, this field is empty and the settings
that require group phone number are disabled.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 68 OF 519
 Field Description

Calling Line ID Group Name This is a read-only field. Depending on the configuration, it
can display the group name or the group calling line identity
name, or it can be empty. If this field is empty, the settings
that require group name are disabled.

Dialable Caller ID (AS mode)

Use User Dialable Caller ID This policy allows you to decide whether the user or group
Policy Dialable Caller ID policy should be used for the user.
Use Group Dialable Caller ID  Select Use Group Dialable Caller ID Policy to use the group
Policy policy.
 Select Use User Dialable Caller ID Policy to use the policy
defined on this page.

Dialable Caller ID: On/Off Check On to enable or check Off to disable the use of
dialable caller ID.

Phone List Lookup (AS mode)

Use User Phone List Lookup This policy allows you to decide whether the user or group
Policy Phone List Lookup policy should be used for the user.
Use Group Phone List Lookup  Select Use Group Phone List Lookup Policy to use the
Policy group policy.
 Select Use User Phone List Lookup Policy to use the policy
defined on this page.
Phone List Lookup: On/Off Check On to enable or check Off to disable phone list
lookup.

3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 69 OF 519
 4.2.14 Configure Device Policies
Use the User – Device Policies page to view or modify the device policies for the user.

Figure 37 User – Device Policies (AS Mode)

Figure 38 User – Device Policies (XS Mode)

1) For a selected user, click Device Policies. The User – Device Policies page
appears.
2) In AS mode, select one of the two line policies:
− Single User Private and Shared Lines: When this policy is selected, you can
enable or disable device feature synchronization.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 70 OF 519
 − To enable device feature synchronization, check the Enable Device Feature
Synchronization box. To disable it, uncheck the box.
− To stop ringing at all the Shared Call Appearance, Flexible Seating Guest,
and BroadWorks Mobility locations in addition to the primary location when
the user declines the call at one of these locations, check Enable Call
Decline. Otherwise, uncheck the box.
− Multiple User Shared Lines (when Shared Call Appearance is assigned and
configured with devices owned by more than one user): When this policy is
selected, device feature synchronization is automatically disabled, except for the
services you select by checking one or more of the following options:
− Enable ACD
− Enable Call Forwarding Always
− Enable Call Forwarding Busy
− Enable Call Forwarding No Answer
− Enable Do Not Disturb
− Enable Executive
− Enable Executive-Assistant
− Enable Security Classification
− Enable Call Recording

NOTE: The selected policy applies to all devices assigned to the user.

3) In XS mode, check Enable Call Decline to stop ringing at all Share Call Appearance
locations in addition to the primary location when the user declines the call at one of
these locations. Otherwise, uncheck the box.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.2.15 View or Assign Office Zone and Primary Zone

Use the User – Office Zone page to view and configure an office zone and primary zone
for a selected user.
Your group must have office zones assigned and the user must have the Location-based
Calling Restrictions service assigned for this page to be accessible.
The Location-based Calling Restrictions service allows mobile users to specify calling
restrictions based on their location in the mobile network.

NOTE: Only administrators with full access to office zones can configure office zones and
primary zones. Users with read-only access can only view this page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 71 OF 519
 Figure 39 User – Office Zone

Figure 40 User – Office Zone (Read-only)

1) For a selected user, click Office Zone. The User – Office Zone page appears.
2) Select the Office Zone and the Primary Zone for the user from the drop-down lists.
By default, Office Zone and Primary Zone are set to “None”. Once an office zone and
a primary zone have been selected for a user, these values can be modified but can
no longer be set to “None”.
3) Click Apply or OK. Apply saves your changes. OK saves your changes and returns
to the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 72 OF 519
 4.3 User – Incoming Calls Menu
After you have added users, configured their initial passwords, and assigned services and
Call Processing Policies to them, use menu items on the User – Incoming Calls menu to
perform the following configuration tasks (which only you can do for a user):
 Configure Custom Ringback User Profiles
 Configure Alternate Numbers
 Configure Terminating Alternate Trunk Identity

4.3.1 Access User – Incoming Calls Menu

Use the User – Incoming Calls menu page to configure user functions related to incoming
calls.

Figure 41 User – Incoming Calls Menu (Top of Page)

1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
3) Click Edit or any item on the row for the user. The User – Profile menu page
appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 73 OF 519
 4) Click Incoming Calls. The User – Incoming Calls menu page appears.
5) To display your Home page, click Group or Home.

4.3.2 Configure Custom Ringback User Profiles

Use the User – Custom Ringback User page to:
 List or Activate/Deactivate Custom Ringback User Profiles
 Add Custom Ringback User Profile
 Modify Custom Ringback User Profile
 Delete Custom Ringback User Entry

4.3.2.1 List or Activate/Deactivate Custom Ringback User Profiles

Use the User – Custom Ringback User page to list or activate or deactivate custom
ringback user profiles for the selected user. The Active, Description, Time Schedule, and
Calls From appear for each custom ringback profile.

NOTE: Video ringback is only available if the Customer Ringback Video service is assigned.
Otherwise, only the Audio Ringback options appear on the Custom Ringback pages.

Figure 42 User – Custom Ringback User

1) For a selected user, click Incoming Calls. The User – Incoming Calls menu page
appears.
2) Click Custom Ringback User. The User – Custom Ringback User page appears.
3) To activate a custom ringback, select Active.
4) To deactivate a custom ringback, unselect Active.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 74 OF 519
 4.3.2.2 Add Custom Ringback User Profile
Use the User – Custom Ringback User Add page to add a custom ringback user profile for
the selected user. The Custom Ringback service allows you to customize the ringback
that is played to the user’s callers.

NOTE: Group administrators are permitted to add custom ringback profiles that access files
through an URL.

The Customer Ringback User Add page contains the following tabs:
 General – Use this tab to create a new ringback entry with default ringback settings.
 Initial Ringback – Use this tab to modify audio and video ringback media settings for
the initial calls.
 Waiting Ringback (optional) – Use this tab to modify ringback settings for call
waiting. Waiting Ringback tab will be displayed only when both Call Waiting and
Custom Ringback User – Call Waiting features are assigned.

NOTE: Selecting the Initial Ringback or Waiting Ringback tabs displays the corresponding tab on
the Custom Ringback User Modify page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 75 OF 519
 Figure 43 User – Custom Ringback User Add

1) For a selected user, click Incoming Calls. The User – Incoming Calls menu page
appears.
2) Click Custom Ringback User. The User – Custom Ringback User page appears.
3) Click Add. The User- Custom Ringback User Add page appears.
4) In the Description text box, type a description for the Custom Ringback entry. The
description can be 1 through 50 characters and cannot contain the slash (“/”) or
backslash (“\”) characters.
5) Select Play custom ringback or Do not play custom ringback to enable or disable this
entry.
6) From the drop-down list, choose the Selected Time Schedule for this entry.
7) From the drop-down list, choose the Selected Holiday Schedule for this entry.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 76 OF 519
 8) In the Calls From section select from the following:
− To play the custom ringback for all callers, click Any Phone Number.
− To specify callers, click Following phone numbers and:
− Specify whether Custom Ringback should be played to any private number.
− Specify whether Custom Ringback should be played to any unavailable
number.
− To enter specific phone numbers, click the cursor in the text box and type the
complete phone number which should trigger the entry. Enter up to 12
numbers for each entry.

NOTE: You can use wildcard characters. The "?" is a wildcard character that can replace a
single digit anywhere in a digit string. A trailing "*" represents a digit string and can only appear
at the end of a string containing digits and "?" wildcard characters.

Example: 45055512?4, 450555??34, 4505?5*`

9) Specify the telephone numbers to which to accept calls by moving them to the
Selected Call To Numbers column. When no numbers are selected, this criterion is
ignored.
− In the Available Call To Numbers column, select the numbers and click Add >.
Or to select all numbers, click Add All >>.
− To remove some numbers from the Selected Call To Numbers column, select the
numbers and click Remove <. Or to remove all numbers, click Remove All <<.
You can select some or all of the items in a column. To select several items in
sequential order, click the first item, hold down the SHIFT key on the keyboard,
and then click the last item. To select several items, but not in a particular order,
click the items while holding down the CTRL key on the keyboard.
10) Save your changes. Click OK or Initial Ringback. OK saves your changes and
displays the previous page. Initial Ringback displays the Custom Ringback User
Modify page where you can modify the media for the custom ringback.
To exit without saving, select another page or click Cancel to display the previous
page.

4.3.2.3 Modify Custom Ringback User Profile

Use the User – Custom Ringback User Modify page to modify a custom ringback user
profile for the selected user.

NOTE: Group administrators are permitted to add custom ringback profiles that access files
through an URL.

The Customer Ringback User Modify page contains the following tabs:
 General – Use this tab to modify general settings or a ringback entry.
 Initial Ringback – Use this tab to modify audio and video ringback media settings for
the initial calls.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 77 OF 519
  Waiting Ringback (optional) – Use this tab to modify ringback settings for call
waiting. The Waiting Ringback tab is displayed only when both Call Waiting and
Custom Ringback User – Call Waiting features are assigned.

Figure 44 User – Custom Ringback User Modify

1) For the selected user, click Incoming Calls. The User – Incoming Calls menu page
appears.
2) Click Custom Ringback User. The User – Custom Ringback User page appears.
3) Click Edit or any item on the row for the entry to modify. The User – Custom
Ringback User Modify page appears.
4) Type or select information for the profile. For the description of the settings available
on this page, see section 4.3.2.2 Add Custom Ringback User Profile.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 78 OF 519
 5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.3.2.3.1 Modify Ringback Media Settings for Initial Calls

Use the Initial Ringback tab on the User – Custom Ringback User Modify page to modify
audio and video ringback media settings for the initial calls.

NOTE 1: The Video Ringback section is shown only when the Custom Ringback User – Video
feature is assigned to the user.

NOTE 2: For video ringback, you must specify a custom video ringback file (not Default) and the
user must have a video-capable phone. In all other cases, if you specify a custom audio
ringback file, that is played. Otherwise, the default audio file is plays.

Figure 45 User – Custom Ringback User Modify – Initial Ringback

1) On the User – Custom Ringback User Modify page, click Initial Ringback.
2) Specify the audio ringback file, the video ringback file, or both files, as applicable:
− To use the default ringback, click No Personal Ringback. For video ringback, the
default setting plays the audio file (not video).
− To select the URL, click URL and type the URL address. The URL should be in
the following format: http/https://<domain name/IP address>[<:port>][path].

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 79 OF 519
 − To select a personal ringback file, click Personal Ringback and select a file from
the drop-down list.

NOTE: The maximum duration of a ringback file is 120 seconds.

3) Save your changes. Click OK or another tab. OK saves your changes and displays
the previous page. Clicking another tab displays the selected page.
To exit without saving, select another page or click Cancel to display the previous page.

4.3.2.3.2 Modify Ringback Media Settings for Call Waiting

Use the Waiting Ringback tab on the User – Custom Ringback User Modify page to
modify audio and video ringback media settings for call waiting.

NOTE: The Waiting Ringback tab is displayed only when both Call Waiting and Custom
Ringback User – Call Waiting features are assigned. The Video Ringback section is shown only
when Custom Ringback User – Video feature assigned.

Figure 46 User – Custom Ringback User Modify – Waiting Ringback

1) On the User – Custom Ringback User Modify page, click Waiting Ringback.
2) Specify the audio ringback file, the video ringback file, or both files, as applicable:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 80 OF 519
 NOTE: If the No Personal Ringback option is selected, BroadWorks uses the same user-defined
media source for both initial calls and waiting calls. For video ringback, you must specify a
custom video ringback file and the user must have a video-capable phone. In all other cases, if
you specified a custom audio ringback file, that audio file is plays. Otherwise, the default audio
file is plays.

− To use the default ringback, click No Personal Ringback. For video ringback, the
Default setting plays the audio file (no video).
− To select the URL, click URL and type the URL address. The URL should be in
the following format: http/https://<domain name/IP address>[<:port>][path].
− To select a personal ringback file, click Personal Ringback and then select a file
from the drop-down list.

NOTE: The maximum duration of a ringback file is 120 seconds.

3) Save your changes. Click OK or another tab. OK saves your changes and displays
the previous page. Clicking another tab displays the selected page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.3.2.4 Delete Custom Ringback User Entry

Use the Custom Ringback User Modify page to delete a custom ringback user entry.
1) On the User – Incoming Calls menu page, click Custom Ringback User. The User –
Custom Ringback User page appears.
2) Click the Edit link next to the selection you want to modify or delete. The User –
Custom Ringback User Modify page appears.
3) To remove an entry, click Delete. The entry is deleted and the User – Custom
Ringback User page appears.
To exit without saving, select another page or click Cancel to display the previous
page.

WARNING: This action cannot be undone. Once you click Delete, the instance is permanently
deleted.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 81 OF 519
 4.3.3 Configure Alternate Numbers
Use the User – Alternate Numbers page to add, modify, or delete up to ten alternate
numbers for a user. A user with alternate numbers can receive calls to their alternate
numbers or extensions on their primary phone.

Figure 47 User – Alternate Numbers

1) For a selected user, click Incoming Calls. The User – Incoming Calls menu page
appears.
2) Click Alternate Numbers. The User – Alternate Numbers page appears.
3) To turn the Distinctive Ring on or off for calls to alternate numbers, check On or Off.
4) To configure a phone number, from the Phone Number drop-down list, select and add
an alternate phone number.
The activation status of the assigned phone number is displayed to the right of the
number under the Activated column. The status is not shown if the phone number is
set to “None”.

NOTE: A user can have any combination of phone numbers and extensions.

5) To configure an extension, type an extension or modify the current one. Extensions

can vary in length within the limits configured for your group.
6) From the Ring Pattern drop-down list, select a ring pattern. You can select from the
following four ring patterns:
− Normal
− Long-Long
− Short-Short-Long

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 82 OF 519
 − Short-Long-Short
7) In the Description text box, enter a description that explains the purpose of that
alternate number.
Note that the user can modify the ring pattern and the description of their alternate
phone numbers.
8) From the Phone Number drop-down list, select another number to modify a phone
number.
9) To modify an extension, delete the existing extension in the Extension text box and
type the new extension.
10) From the drop-down list, select “None” to delete a phone number.
11) To delete an extension, highlight the extension and delete it.
12) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

NOTE: There are different Call Waiting ring patterns associated with each of the four Alternate
Number ring patterns. If the user has the Call Waiting feature assigned and enabled, the call
waiting ring pattern is based on the Alternate Number ring pattern selected.

4.3.4 Configure Terminating Alternate Trunk Identity

Use the User – Terminating Alternate Trunk Identity page to configure the terminating
trunk identity for a user. The terminating trunk identity is used when terminating a call to
the primary endpoint and it does not have to be unique. It is similar to the alternate trunk
identity, but is used for terminating calls only. The terminating trunk identity has a higher
precedence than the alternate trunk identity.

Figure 48 User – Terminating Alternate Trunk Identity

1) For a selected user, click Incoming Calls. The User – Incoming Calls menu page
appears.
2) Click Terminating Alternate Trunk Identity. The User – Terminating Alternate
Trunk Identity page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 83 OF 519
 3) Enter the terminating trunk identity for the user. The identity is used exactly as it is
provisioned. For example, if the device endpoint is not E.164 capable but the
terminating trunk identity is provisioned in E.164 format, the value is sent to the device
in E.164 format anyway.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.4 User – Outgoing Calls Menu

Use items on the User – Outgoing Calls menu to perform configuration tasks related to
outgoing calls (which only you can do for a user):
 Configure Calling Party Category
 Configure Resource Priority

4.4.1 Access User – Outgoing Calls Menu

You use the User – Outgoing Calls menu page to perform user management functions
related to outgoing calls.

Figure 49 User – Outgoing Calls Menu

1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 84 OF 519
 2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
3) Click Edit or any item on the row for the user. The User – Profile menu page
appears.
4) Click Outgoing Calls. The User – Outgoing Calls menu page appears.
5) To display your Home page, click Group or Home.

4.4.2 Configure Calling Party Category

Use the User – Calling Party Category page to select the category to be associated with
all originating, forwarded, and transferred calls from a user to any PSTN party or to
another BroadWorks subscriber with the same service in a different BroadWorks group.
The category you select is included in the signaling for all the user’s calls and helps
identify the outgoing calling policies of the user. Calling Party Category is a user service.

NOTE: The system is delivered with default Calling Party Categories. However, they can be
customized and localized at the system level. Contact your system administrator with questions
about the calling party categories available in your system.

Figure 50 User – Calling Party Category

1) For a selected user, click Outgoing Calls. The User – Outgoing Calls menu page
appears.
2) Click Calling Party Category. The User – Calling Party Category page appears.
3) Select the category from the drop-down list.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.
The default categories are listed below. However, the system administrator can customize
the categories. Contact your system administrator about the calling party categories
available in your system.
 Special: The user is always routed to an operator services system.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 85 OF 519
  Hospital: The user is calling from a hospital.
 Hotel: The user is calling from a hotel or motel.
 Prison: The user is calling from a prison.
 Payphone: The user is calling from a pay phone (private).
 Ordinary: The user has no special characteristics (default).

4.4.3 Configure Resource Priority

Use the User – Resource Priority page to assign a resource priority to the user. When the
user originates a call that terminates to a network destination, the resource priority is sent
to the network destination and is used to decide the priority of the call.

Figure 51 User – Resource Priority

1) For a selected user, click Outgoing Calls. The User – Outgoing Calls menu page
appears.
2) Click Resource Priority. The User – Resource Priority page appears.
3) To use the system default resource priority, check Use system default resource
priority. Or to assign a different resource priority to the user, select the priority from
the drop-down list.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.5 User – Call Control

Use items on the Users – Call Control menu to perform the following configuration tasks
(that only you can do for the user):
 Configure Directed Call Pickup with Barge-in Options
 Configure Communication Barring User-Control
 Configure Advice of Charge
 Configure BroadWorks Mobility
 Configure Call Center Defaults

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 86 OF 519
  Configure Charge Number
 Configure Flexible Seating Guest
 Configure Group Night Forwarding
 Configure Hoteling Host
 Turn Physical Location On or Off
 Configure Shared Call Appearance Locations
 Configure Video Add-On

4.5.1 Access Users – Call Control Menu

You use the Users – Call Control menu page to perform user management functions
related to call control.

Figure 52 User – Call Control

1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 87 OF 519
 2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
3) Click Edit or any item on the row for the user. The User – Profile menu page
appears.
4) Click Call Control. The User – Call Control menu page appears.
5) To display your Home page, click Group or Home.

4.5.2 Configure Directed Call Pickup with Barge-in Options

Use the User – Directed Call Pickup with Barge-in page to turn the warning tone and
automatic target selection for barge-in on or off for a selected user. A user with the
Directed Call Pickup with Barge-in service can barge in on a call directed to or originating
from another user in the same group as long as the second user has only that one call. A
feature access code controls use of the Directed Call Pickup with Barge-in service.

Figure 53 User – Directed Call Pickup with Barge-in

1) For the selected user, click Call Control. The User – Call Control menu page
appears.
2) Click Directed Call Pickup with Barge-in. The User – Directed Call Pickup with
Barge-in page appears.
3) To turn the Warning Tone feature on or off for barge-in calls to other users in the
same group, check On or Off.
4) To turn the Automatic Target Selection feature on or off for barge-in calls to other
users in the same group, check On or Off.
5) To enable or disable Silent Monitoring Warning Tone, check On or Off. When the
warning tone is enabled, other users in your group hear a warning tone when you
start to silently monitor their call. This option is displayed only for users that have the
Call Center Monitoring service assigned.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 88 OF 519
 To exit without saving, select another page or click Cancel to display the previous
page.

4.5.3 Configure Communication Barring User-Control

Use the User – Communication Barring User-Control page to change the Communication
Barring Personal Identification Number (PIN) for the user.

Figure 54 User – Communication Barring User-Control

Figure 55 User – Communication Barring User-Control (User Locked Out)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 89 OF 519
 1) For a selected user, click Outgoing Calls. The User – Outgoing Calls menu page
appears.
2) Click Communication Barring User-Control. The User – Communication Barring
User-Control page appears.
3) To change the user’s PIN, enter the new PIN for the user. The PIN must satisfy the
passcode criteria specified on the Group – Passcode Rules page.
4) To change the active profile, select a profile from the Active Communication Barring
Profile drop-down list.
5) To clear the lockout, click the Reset Lockout link. The link is only visible while the
user is locked out.
6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel.

4.5.4 Configure Advice of Charge

Use the User – Advice of Charge page to configure the Advice of Charge service settings
for a user. Advice of Charge allows users to get charge information messages to their
phone.

Figure 56 User – Advice of Charge

1) On the User – Call Control menu page, click Advice of Charge. The User – Advice
of Charge page appears.
2) To activate Advice of Charge, click On; to deactivate it, click Off.
3) For the Type parameter, which specifies the way charge information is be delivered to
your phone, click During Call to receive charge information during calls, or click End of
Call to receive charge information at the end of calls.
4) To save your changes, click Apply. To save your changes and display the previous
page, click OK.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 90 OF 519
 4.5.5 Configure BroadWorks Mobility
Use the User – BroadWorks Mobility page to configure the user's mobile phones and
identities for the BroadWorks Mobility service. The user can have up to ten mobile
phones, each with its own settings. On this page you can also configure user-level
BroadWorks Mobility settings. This allows you to override the enterprise or group settings
at the user level.
Use the User – BroadWorks Mobility page to:
 Configure General Service Settings and Add Mobile Devices
 Configure Mobile Device

NOTE: For information on configuring other BroadWorks Mobility settings (such as alerting and
call anchoring), see the BroadWorks User Web Interface Administration Guide. These settings
can be configured by the user.

4.5.5.1 Configure General Service Settings and Add Mobile Devices

Figure 57 User – BroadWorks Mobility

1) On the User – Call Control menu page, click BroadWorks Mobility. The User –
BroadWorks Mobility page appears.
2) To enable the service select On; to disable it, select Off. Note that you cannot enable
the service unless there is at least one mobile device configured for the user.
3) To allow the user to configure call anchoring, check the Use Mobile Identity Call
Anchoring Controls box.
4) To prevent calls to user's own mobile devices, check Prevent Calls To User's Own
Mobile Identities box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 91 OF 519
 5) For each mobile device to add for the user, do the following:
− From the Mobile Number drop-down list, select a mobile phone number.
− Click Add. The number appears in the list at the bottom of the page.
− To configure the mobile identity for the device, follow the procedure in the
following section.
6) To specify the primary device, check the Primary Mobile Identity box in the row of the
selected device. By default, the first device you add for the user becomes their
primary mobile device.
7) Click Apply or OK. Apply saves your changes. OK saves the changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 92 OF 519
 4.5.5.2 Configure Mobile Device
You use the User – BroadWorks Mobility – Mobile Identity page to specify the types of
calls allowed for the selected mobile device. You can use the settings configured for the
group or specify on this page whether call originations and/or terminations are allowed for
the selected mobile device.

Figure 58 User – BroadWorks Mobility – Mobile Identity (Network Profile)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 93 OF 519
 Figure 59 User – BroadWorks Mobility – Mobile Identity (Identity/Device Profile – AS Mode)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 94 OF 519
 Figure 60 User – BroadWorks Mobility – Mobile Identity (Identity/Device Profile – IMS Deployment or Hybrid Mode)

1) On the User – Call Control menu page, click BroadWorks Mobility. The User –
BroadWorks Mobility page appears.
2) Click Edit in the row of the mobile identity to configure. The BroadWorks Mobility –
Mobile Identity page appears. The General tab is displayed by default.
3) In the Description text box, enter the description of the mobile identity.
4) Select zero or more of the following options. Note that some options can be modified
by the user.
Option Name Description

Alert for Agent Calls This parameter specifies whether to make the mobile
phone ring when a hunt group, call center, or route point
for which the user is an agent distributes a call to them.

Alert for Click To Dial Calls This parameter specifies whether to make the mobile
phone ring for Click To Dial calls.

Alert for Group Paging Calls This parameter specifies whether to make the mobile
phone ring when the user is paged.

Use Mobility Calling Line ID This parameter specifies whether to use the mobile
phone number as calling line identity when the user
makes a call from this mobile device.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 95 OF 519
 Option Name Description

Use Mobility Connected Identity This parameter specifies whether to use the mobile
number as connected identity for to the mobile device.
The mobile location has to have the Use Mobility Calling
Line ID option enabled as well for this option to be
effective. The mobile number is used as connected
identity regardless of whether the call is answered at the
mobile or fixed device.

Enable Diversion Inhibitor This parameter specifies whether to prevent unanswered

incoming calls from being redirected.

Require Answer Confirmation This parameter specifies whether to require the user to
enter a confirmation digit before the mobile call leg
answered by the user is completed.

Use BroadWorks-based Call Control This parameter specifies whether the call control should
Services be performed by BroadWorks and not by the mobile
device.

Enable Direct Routing This parameter specifies whether direct routing is

enabled for this mobile identity.

Mark CDRs as Intra-Enterprise/Group This parameter specifies whether calls made directly to
Calls the mobile identity from other BroadWorks users within
the same enterprise or group should be recorded as
intra-enterprise/group calls in the call detail record.

5) For Profile Type select one the following options:

− Network Profile to specify that the mobile identity should be processed as a
network device
− Identity/Device Profile to specify that the mobile identity should be processed as
an access device
6) If you selected Network Profile, enter an alternate outbound phone number or SIP-
URI. If the number is configured, BroadWorks uses this value to populate the
Request-URI and To headers when terminating a call to the mobile identity.
7) If you selected Identity/Device Profile, a new area of controls appears.
− Enter the required identity/device profile information as shown in the following
table.
Setting Name Values Description

Identity/Device Profile Area

Identity/Device The drop-down box lists The name of the identity/device profile to
Profile Name * the available assign to this user. You can select an
identity/device profiles. existing identity/device profile or you may
select New Identity/Device Profile to create a
new identity/device profile on this page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 96 OF 519
 Setting Name Values Description

Line/Port A valid line/port, The user’s line number or SIP address,

maximum 161 depending on the identity/device profile type
characters in you selected.
user@domain format. Not available in IMS deployments or in
The user part can Hybrid mode.
contain a leading +,
letters, digits, and the
following characters: -,
_, !, ~, *, (, ), periods,
and single quotes.
The drop-down box lists
the available domains.

Public Identity Maximum 161 The user’s SIP address.

characters in Available in IMS deployments and in Hybrid
user@domain format. mode.
The user part can only
contain letters, digits,
and the following
characters: -, _, !, ~, *, (,
), periods, and single
quotes.
The available domains
are listed in the drop-
down box.

Contact Can only contain letters, Up to five contact addresses for the user.
digits, and the following Only available for identity/device profile types
characters: -, _, !, ~, *, (, that allow static registrations.
), &, =, +, $, ?, /, period, In IMS deployments and in Hybrid mode,
semicolon, or single multiple contacts are not allowed.
quotes.

Path The format should follow Routing information to the device, one for
the RFC 3327 each configured contact. Used when Path
specification. header support is enabled.

− To modify a selected identity/device profile, click Apply to save your changes and
then click the Configure Identity/Device Profile link. The Identity/Device Profile
Modify page appears.

NOTE: You can only modify identity/device profiles defined for your group.

8) In the BroadWorks Mobility Configuration section, select one of the following User
Level options:
− Select Group Settings to use the BroadWorks Mobility settings defined for the
group.
− Select User Settings to use the BroadWorks Mobility settings defined on this page
and configure the settings as follows:
− Check Deny Call Originations to block outgoing calls from the mobile device.
− Check Deny Call Terminations to block incoming calls to the mobile device.
− In the Network Translation Index text box, enter the Network Translation
Index (NTI) used to route calls from this device. The NTI configured on this
page overrides the NTI configured at a higher level. The device has to have
the Use Mobility Calling Line ID option enabled for the NTI to be used.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 97 OF 519
 9) Click Apply or OK. Apply saves your changes. OK saves the changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

NOTE: For information on configuring alerting and call anchoring for a mobile device, see the
BroadWorks User Web Interface Administration Guide. These settings can be configured by the
user.

4.5.6 Configure Call Center Defaults

Use the User – Call Centers page to configure user-level call center defaults. This allows
you to overwrite at the user level the default settings used for the enterprise or group.

Figure 61 User – Call Centers

For a user with any Call Center service:

1) On the User – Call Control menu page, click Call Centers. The User – Call Centers
page appears.
2) For the Use Guard Timer Settings option, click Default to use system or group default,
or click User to configure the guard timer settings at the user level.
3) In you selected User, click Enable guard timer and select the amount of time from the
drop-down list to enable the guard timer for the user.
4) Select or unselect the Join Call Center box of the row for the call center you want the
user to join.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 98 OF 519
 In addition, for a user with the Call Center – Premium or Call Center – Standard
service:
5) Select the user’s ACD state from the ACD State drop-down list.
6) If you changed the user’s ACD state to Unavailable, select an Unavailable Code from
the drop-down list.

NOTE: This option is enabled only if the Agent Unavailable Codes feature is enabled for the
group (on the Group – Agent Unavailable Codes page) and if the user’s ACD state is set to
“Unavailable”. For more information, see the BroadWorks Application Server Group Web
Interface Administration Guide – Part 1 (for service provider groups) or the BroadWorks
Application Server Enterprise Web Interface Administration Guide (for enterprise groups).

7) For the Agent Threshold Profile option, select a threshold profile from the drop-down
list. You define agent threshold profiles on the Group – Agent Threshold Profiles
page. For more information, see section 6.2.2 Agent Threshold Profiles (Call Center –
Premium and Call Center – Standard).
8) For the Use Agent Unavailable Settings option, check Default to use system or group
defaults or check User to use the user’s availability settings configured on this page
and configure the settings as follows:
− Check Force agent to unavailable on Do Not Disturb activation to automatically
change the user’s ACD status to “Unavailable”, when the user activates the Do
Not Disturb service.
− Check Force agent to unavailable after <X> consecutive bounced calls and then
select the number of bounced calls from the drop-down list to automatically
change the user’s ACD status to “Unavailable” when the user fails to answer the
set number of consecutive call center calls.
− Check Force agent to unavailable on not reachable to automatically change the
user’s ACD status to “Unavailable” when the user becomes unreachable.
In addition, for a user with the Call Center – Premium service:
− Select Force agent to unavailable on personal calls if you want the user’s ACD
status to automatically change to “Unavailable” when the user is on a private call.
9) To allow the user to make outgoing calls from a call center number, check Make
outgoing calls as and select the call center or Dialed Number Identification Service
(DNIS) name from the drop-down list.

NOTE: If the agent is removed from a call center and the number belonging to that call center
is selected for outgoing calls, the Make outgoing calls as option is automatically unchecked.
The available numbers are the DNIS numbers of the Premium call centers the agent is
assigned to that allow outgoing calls made by agents.

10) To modify the agent’s skill level for a call center with skill-based routing, select the new
skill level from the drop-down list on the row for the call center.

Figure 62 User – Call Centers (Call Center with Skill-based Routing)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 99 OF 519
 For a user with any Call Center service:
11) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.5.7 Configure Charge Number

The Charge Number option allows you to assign a charge number to a user. When
assigned, the charge number is included in the Call Detail Records (CDRs) generated for
the user’s originating calls and included in the SIP INVITEs of the calls originated by the
user.
Use the User – Charge Number page to configure a charge number for the user.

Figure 63 User – Charge Number

1) For the selected user, click Call Control. The User – Call Control menu page
appears.
2) Click Charge Number. The User – Charge Number page appears.
3) Select the charge number from the drop-down list.
4) Select Use Charge Number For Enhanced Translations if you want the Application
Server to send the charge number to the Network Server (by including it in the From
header).
5) Click Include Charge Number for Network Calls if you want the Application Server to
add a Charge or P-Charge-Info header to the SIP INVITE sent to the network for the
outgoing calls.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 100 OF 519
 4.5.8 Configure Flexible Seating Guest Device
Use the Profile tab on the User – Flexible Seating Guest page to configure a device profile
for a selected user's Flexible Seating Guest service. A device profile is required to enable
the Flexible Seating Guest service.
Flexible Seating Guest allows the user to associate their guest device profile with a host.
The user can then log in to a host phone and have the host phone provisioned with the
guest device profile settings, allowing the user to have the same calling experience as if
they were using their own phone device.
The device profile configuration cannot be changed when the user is associated with a
host. The Unlock Phone PIN Code and Device Profile configuration settings are disabled
during an association.

Figure 64 User – Flexible Seating Guest

1) For a selected user, click Call Control. The User – Call Control menu page appears.
2) Click Flexible Seating Guest. The User – Flexible Seating Guest page appears.
The Profile tab is displayed by default.
3) Enter the required identity/device profile information as shown in the following table.
Field Name Values Description

Identity/Device The drop-down list displays The name of the identity/device profile to
Profile Name available identity/device profiles. assign to the user's Flexible Seating
Guest service.

Line/Port A valid line/port, maximum 161 The user's line number or SIP address,
characters in user@domain depending on the identity/device profile
format. type you selected.
The user part can contain a
leading +, letters, digits, and the
following characters: -, _, !, ~, *,
(, ), periods, and single quotes.
The drop-down box lists the
available domains.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 101 OF 519
 Field Name Values Description

Contact Can only contain letters, digits, Contact address. Only available for
and the following characters: -, _, identity/device profile types that allow
!, ~, *, (, ), &, =, +, $, ?, /, periods, static registrations.
semicolons, or single quotes.

Path The format should follow the RFC Routing information to the device, one for
3327 specification. each configured contact. Used when
Path header support is enabled.

4) If the Configure Device via Visual Device Management link is available, you can use it
to configure the device using a graphical device management tool. To do so, click
Apply to save your changes and then click the link to access the tool.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.5.9 Configure Group Night Forwarding

Use the User – Group Night Forwarding page to configure the Group Night Forwarding
service for the user.
Group Night Forwarding allows the user's external incoming calls to be redirected to a
specified destination. The destination is configured at the group level.

Figure 65 User – Group Night Forwarding

1) For a selected user, click Call Control. The User – Call Control menu page appears.
2) Click Group Night Forwarding. The User – Group Night Forwarding page appears.
3) To enable the service, select On, to disable it select Off, or to use the group-level
setting, select Use Group Setting. The current value of the setting is displayed next to
this option.

NOTE: The user-level setting takes precedence over the group-level setting.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 102 OF 519
 4) To save the changes, click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.5.10 Configure Hoteling Host

Use the User – Hoteling Host page to configure a user account and its associated device
as a host for temporary guest users.

NOTE: A user may not be both a hoteling host and a hoteling guest at the same time. If both of
these services are assigned to a user, that user will be unable to accept any guests or associate
with any hosts until one of these services is unassigned.

Figure 66 User – Hoteling Host (Service Provider Group)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 103 OF 519
 Figure 67 User – Hoteling Host (Enterprise Group)

1) For a selected user, click Call Control. The User – Call Control menu page appears.
2) Click Hoteling Host. The User – Hoteling Host page appears.
3) To enable the service, check On, to disable it check Off.
4) In the Association Limit box, specify the maximum length of time in hours (from 1
through 999) guests may associate themselves with this user account. If the
association limit is not enforced, the guest user is allowed to associate with the Host
user indefinitely. If the association limit is enforced, the guest user has a defined
amount of time that they are allowed to associate with the Host user.
5) If your group is part of an enterprise, use the Access Level to determine the scope of
the host. Select Enterprise to allow users in your enterprise to associate themselves
with this user account, or select Group to restrict access to this host only for users
within your group.
6) If a guest is currently associated with this user account, the Associated Guest area of
the page displays the identity of the guest user.
7) Click Force Release to disassociate the listed guest from this host.
8) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 104 OF 519
 4.5.11 Turn Physical Location On or Off
Use the User – Physical Location page to turn the Physical Location service on or off for a
selected user. A user with the Physical Location user service must make their calls from
the identity/device profile for which a physical location has been configured. If the user
makes a call from another identity/device profile, the call will not go through.

Figure 68 User – Physical Location

1) For a selected user, click Call Control. The User – Call Control menu page appears.
2) Click Physical Location. The User – Physical Location page appears.
3) To turn the service on or off, check On or Off.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.5.12 Configure Shared Call Appearance Locations

Use the Shared Call Appearance (SCA) item on the User – Call Control menu to:
 Configure Shared Call Appearance Settings
 Add Shared Call Appearance Location
 Modify Shared Call Appearance Location
The Shared Call Appearance service allows you to provision up to 35 locations
(identity/device profiles) for a user. These locations share the same line appearance, so
they all behave as extensions of a single line, or user.
One of these provisioned locations is the user’s primary location, while the other locations
are called alternate locations. Users can be assigned any identity/device profile for their
primary and alternate locations.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 105 OF 519
 4.5.12.1 Configure Shared Call Appearance Settings
Use the User – Shared Call Appearance page to list the shared call appearance
identity/device profiles assigned to the user, or to delete an identity/device profile from the
user’s account. From this page you can also access the page to configure device policies
for the user.

Figure 69 User – Shared Call Appearance (AS Mode)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 106 OF 519
 Figure 70 User – Shared Call Appearance (XS Mode)

1) For a selected user, click Call Control. The User – Call Control menu page appears.
2) Click Shared Call Appearance. The User – Shared Call Appearance page appears.
3) To configure device policies, click the Configure device policies link. The User –
Device Policies page appears. For more information, see section 4.2.14 Configure
Device Policies.
4) To delete a shared call appearance location, select the Delete box in the
corresponding row.
5) To alert all the shared call appearance locations when the user places calls from a
Click To Dial-enabled client, select the Alert all appearances for Click-to-Dial calls box.
6) In AS mode, to alert all the shared call appearance locations for group paging calls,
select the Alert all appearances for Group Paging calls box.
7) Select Allow Call Retrieve from another location to dial a feature access code to
retrieve an existing active call from another location.
8) To allow each of the shared call appearance locations to be used while the user is on
a call, click On next to the Multiple Call Arrangement option. Otherwise, once a user
is on a call, only that shared call appearance location can be used.

NOTE: This button appears only if the user is assigned this service.

9) Check Allow bridging between locations to allow bridging. This allows one or more
users to pick up the device at a user’s shared call appearance locations and barge in
on the user’s current call.
10) Check Enable Call Park notification to alert all shared call appearance locations when
a call is parked at the user’s extension.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 107 OF 519
 11) For Bridge Warning tone, select from the following:

− None
− Barge-in only
− Barge-in and repeat every 30 seconds
Barge-in and Barge-in and repeat every 30 seconds alert all the users on a call that
the call has been bridged.
12) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.5.12.2 Add Shared Call Appearance Location

Use the User – Shared Call Appearance Add page to add a shared call appearance
location for a user.

Figure 71 User – Shared Call Appearance Add (AS Mode)

Figure 72 User – Shared Call Appearance Add (AS Mode – IMS Deployments)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 108 OF 519
 Figure 73 User – Shared Call Appearance Add (XS Mode)

1) For a selected user, click Call Control. The User – Call Control menu page appears.
2) Click Shared Call Appearance. The User – Shared Call Appearance page appears.
3) Click Add. The User – Shared Call Appearance Add page appears.
4) Enter values for the fields in the following table.
Field Name Values Description

Identity/Device The drop-down list displays The name of the identity/device profile
Profile Name available identity/device to assign to this shared call appearance
profiles. location. You may select any
identity/device profile configured on the
system, or you may select "New
Identity/Device Profile" to create a new
identity/device profile by providing
additional settings on this page. See
the following table for details.

Line/Port A valid line/port, maximum The line number or SIP address of the
161 characters in new shared call appearance location,
user@domain format. depending on the identity/device profile
The user part can contain a type you selected.
leading +, letters, digits, and Not available in IMS deployments.
the following characters: -, _,
!, ~, *, (, ), periods, and single
quotes.
The drop-down box lists the
available domains.

Public Identity Maximum 161 characters in The SIP address of the new shared call
user@domain format. The appearance location.
user part can only contain Only available in IMS deployments.
letters, digits, and the
following characters: -, _, !,
~, *, (, ), periods, and single
quotes.
The available domains are
listed in the drop-down box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 109 OF 519
 Field Name Values Description

Private Identity Maximum 161 characters in The user's private SIP address.
user@domain format. The Only available in XS mode.
user part can only contain
letters, digits, and the
following characters: -, _, !,
~, *, (, ), periods, and single
quotes.
The domain part can only
contain letters, digits, periods,
colons, dashes, and square
brackets.

Port Number The drop-down list displays The device port number to assign to this
the ports available on the location.
device. Note that the Port Number field is only
displayed when static line ordering is
enabled for the identity/device type.

Contact Can only contain letters, A SIP contact address for the new
digits, and the following shared call appearance location. Only
characters: -, _, !, ~, *, (, ), &, available for identity/device profile types
=, +, $, ?, /, period, that allow static registrations.
semicolon, or single quotes.

Path The format should follow the Routing information to the device, one
RFC 3327 specification. for each configured contact. Used
when Path header support is enabled.

If you choose to create a new identity/device profile, you must configure the new
identity/device profile using the following settings.
Field Values Description

New Identity/Device 1 through 80 characters. A descriptive name for the new

Profile Name * identity/device profile.

Identity/Device The drop-down list displays The type of identity/device profile to use
Profile Type * the list of available as a basis for your new identity/device
identity/device profile types. profile.

Host Name/IP 1 through 80 characters. The network address of the new

Address Cannot contain spaces or the identity/device profile.
@ symbol. Not available in IMS deployments.

Port 1025 through 65535 The IP port used by the new

identity/device profile on the host
specified above.
Not available in IMS deployments.

Mac Address 12 characters containing only The MAC address of the hardware
uppercase letters and digits. represented by the identity/device
profile.
Not available in IMS deployments.

Line/Port A valid line/port, maximum The line, port number, or SIP address of
161 characters in the new shared call appearance
user@domain format. location, depending on the
The user part can contain a identity/device profile type you selected.
leading +, letters, digits, and Not available in IMS deployments.
the following characters: -, _,
!, ~, *, (, ), periods, and single
quotes.
The drop-down box lists the
available domains.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 110 OF 519
 Field Values Description

Public Identity Maximum 161 characters in The SIP address of the new shared call
user@domain format. The appearance location.
user part can only contain Only available in IMS deployments.
letters, digits, and the
following characters: -, _, !, ~,
*, (, ), periods, and single
quotes.
The available domains are
listed in the drop-down box.

Private Identity Maximum 161 characters in The user's private SIP address.
user@domain format. The Only available in XS mode.
user part can only contain
letters, digits, and the
following characters: -, _, !, ~,
*, (, ), periods, and single
quotes.
The domain part can only
contain letters, digits, periods,
colons, dashes, and square
brackets.

Port Number The drop-down list displays The device port number to assign to this
the ports available on the location. You select the port number
device. from the list of ports available on the
device.
Note that the Port Number field is only
displayed when static line ordering is
enabled for the identity/device type.

Contact Can only contain letters, digits, A SIP contact address for the new
and the following characters: - shared call appearance location. Only
, _, !, ~, *, (, ), &, =, +, $, ?, /, available for identity/device profile types
periods, semicolons, or single that allow static registrations.
quotes.

Path The format should follow the Routing information to the device, one for
RFC 3327 specification. each configured contact. Used when
Path header support is enabled.

5) To enable this location, check the Enable this location box.

6) To allow call originations from this location, check the Allow Origination from this
location box. Typically, this configuration is performed when the location is added to
the Shared Call Appearance service profile. If the option is disabled for a Shared Call
Appearance location, then originations from that location are denied and the call is
released with cause FORBIDDEN. This option does not impact the ability of the user
to make an emergency or repair call from that location.
7) To allow call terminations to this location, check the Allow Termination to this location
box. Typically, this configuration is performed when the location is added to the
Shared Call Appearance service profile. If the option is disabled for a Shared Call
Appearance location, then the location is not alerted when the user receives a call.
The location is marked as unreachable.
For the Click To Dial scenario, the user’s primary location is initially alerted, and the
call origination proceeds when the user answers from the primary location. If the Alert
all appearances for click-to-dial calls option is enabled, then the primary and alternate
locations are alerted and the user proceeds with the call origination by answering any
of the alerted locations. If the Allow termination option is disabled for a Shared Call
Appearance location, then that location is not alerted for the Click To Dial scenario.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 111 OF 519
 8) In XS mode, check the Allow Video Calls for this location box to allow video calls for
this location. If the option is disabled for a Shared Call Appearance location, the user
can only make and receive audio calls using this location. The goal is to avoid using
too much data for users with limited data plans. Note that the user has the option to
modify this setting.
9) Save your changes. Click OK. OK saves your changes and displays the previous
page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.5.12.3 Modify Shared Call Appearance Location

Use the User – Shared Call Appearance Modify page to modify or delete a shared call
appearance location for a user.

Figure 74 User – Shared Call Appearance Modify (AS Mode)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 112 OF 519
 Figure 75 User – Shared Call Appearance Modify (XS Mode)
1) On the User – Call Control menu page, click Shared Call Appearance. The User –
Shared Call Appearance page appears.
This page is a list page. Depending on the number of pages of data in a list, list
pages allow you to search several different ways. You can click the heading of a
column to change the sort order of items in the column, use the input boxes below the
data to specify search criteria, or click the page links, for example, Next or Previous.
For more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide.
2) Click Edit or any item on the row for the shared call appearance location. The User –
Shared Call Appearance Modify page appears.
3) To delete the shared call appearance location, click Delete. The previous page
appears.

WARNING: The delete function cannot be undone. Once you click Delete, your deletion is final.
Click Cancel if you want to avoid a deletion.

4) To configure the identity/device profile used by this location, click Configure

Identity/Device Profile. The Group – Identity/Device Profile Modify page appears.
For more information on configuring identity/device profiles, see the BroadWorks
Application Server Group Web Interface Administration Guide – Part 1.

NOTE: If you do not have the administrative privileges required to modify the identity/device
profile, you see “Not Configurable”.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 113 OF 519
 5) Select the following location control options:
− Enable this location
− Allow Origination from this location – If the option is disabled for a Shared Call
Appearance location, then originations from this location are denied and the call is
released with cause FORBIDDEN. This option does not impact the ability of the
user to make an emergency or repair call from this location.
− Allow Termination to this location – If the option is disabled for a Shared Call
Appearance location, then the location is not alerted when the user receives a
call.
For a Click To Dial call, the user’s primary location is alerted, and the call
origination proceeds when the user answers from the primary location. If the Alert
all appearances for click-to-dial calls option is enabled, then the primary and
alternate locations are alerted and the user proceeds with the call origination by
answering any of the alerted locations. If the Allow termination option is disabled
for a Shared Call Appearance location, then this location is not alerted for Click To
Dial calls.
− In XS mode, check the Allow Video Calls for this location box to allow video calls
for this location. If the option is disabled for a Shared Call Appearance location,
the user can only make and receive audio calls using this location. The goal is to
avoid using too much data for users with limited data plans. Note that the user
has the option to modify this setting.
6) If the Configure Device via Visual Device Management link is available, you can use it
to configure the device using a graphical device management tool. To do so, click
Apply to save your changes and then click the link to access the tool.
7) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 114 OF 519
 4.5.13 Configure Video Add-On
Use the User – Video Add-On page to configure an identity/device profile for a selected
user’s Video Add-On service. With the Video Add-On service, a user can receive the
video portion of calls on a different device or network element than his or her usual
telephone. For example, the user can answer an incoming video call on his or her
Remote Office phone, while viewing the video portion of the call on his or her home
computer screen.
Users can enable and disable this service for themselves, and can configure the time-out
value for incoming video calls, but only an administrator may provision an identity/device
profile for the service.

Figure 76 User – Video Add-On

1) For a selected user, click Call Control. The User – Call Control menu page appears.
2) Click Video Add-On. The User – Video Add-On page appears.
3) To enable the service check On, to disable it check Off.
4) Select the maximum delay time for video calls from the Maximum Originating Call
Delay drop-down list.
5) Specify an identity/device profile for the service.
− Check Identity/Device Profile to assign a specific identity/device profile to the
user. When you click this button, a new area of controls appears, allowing you to
specify the identity/device profile.
Field Values Description

Identity/Device The drop-down list displays The name of the identity/device

Profile Name * available identity/device profiles. profile to assign to this user. You
may select any video-enabled
identity/device profile configured
on the system, or you may select
“New Identity/Device Profile” to
create a new identity/device profile
by providing additional settings on
this page. See the following table
for details.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 115 OF 519
 Field Values Description

Line/Port * A valid line/port, maximum 161 The user's line, port number, or
characters in user@domain SIP address, depending on the
format. identity/device profile type you
The user part can contain a selected.
leading +, letters, digits, and the Not available in IMS deployments.
following characters: -, _, !, ~, *, (,
), periods, and single quotes.
The drop-down box lists the
available domains.

Public Identity Maximum 161 characters in The user's SIP address.

user@domain format. The user Only available in IMS
part can only contain letters, digits, deployments.
and the following characters: -, _,
!, ~, *, (, ), periods, and single
quotes.
The available domains are listed in
the drop-down box.

Port Number The drop-down list displays the The device port number. You
ports available on the device. select the port number from the list
of ports available on the device.
Note that the Port Number field is
only displayed when static line
ordering is enabled for the
identity/device profile type.

Contact Can only contain letters, digits, and A SIP contact address for the
the following characters: -, _, !, ~, user. Only available for
*, (, ), &, =, +, $, ?, /, periods, identity/device profile types that
semicolons, or single quotes. allow static registrations.

Path The format should follow the RFC Routing information to the device,
3327 specification. one for each configured contact.
Used when Path header support is
enabled.

You can also re-configure the identity/device profile assigned to the user by
clicking Configure Identity/Device Profile, if shown. The Identity/Device Profile
Modify page displays.
If you choose to create a new identity/device profile, you must configure the new
identity/device profile using the following settings.
Field Values Description

New Identity/Device 1 through 80 characters. A descriptive name for the new

Profile Name * identity/device profile.

Identity/Device The drop-down list displays the The type of identity/device profile
Profile Type * available identity/device profile to use as a basis for your new
types. identity/device profile. Only video-
enabled identity/device profile
types are listed.

Host Name/IP 1 through 80 characters. Cannot The network address of the new
Address contain spaces or the @ symbol. identity/device profile.
Not available in IMS deployments.

Port 1025 through 65535 The IP port used by the new

identity/device profile on the host
specified above.
Not available in IMS deployments.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 116 OF 519
 Field Values Description

MAC Address 12 characters containing only The MAC address of the hardware
uppercase letters and digits. represented by the identity/device
profile.
Not available in IMS deployments.

Line/Port Maximum 161 characters in The user's line, port number, or

user@domain format. SIP address, depending on the
The user part can contain a identity/device profile type you
leading +, letters, digits, and the selected.
following characters: -, _, !, ~, *, Not available in IMS deployments.
(, ), periods, and single quotes.
The drop-down box lists the
available domains.

Public Identity Maximum 161 characters in The user's SIP address.

user@domain format. The user Only available in IMS deployments.
part can only contain letters,
digits, and the following
characters: -, _, !, ~, *, (, ),
periods, and single quotes.
The available domains are listed
in the drop-down box.

Port Number The drop-down list displays the The device port number. You
ports available on the device. select the port number from the list
of ports available on the device.
Note that the Port Number field is
only displayed when static line
ordering is enabled for the
identity/device profile type.

Contact Can only contain letters, digits, A SIP contact address for the user.
and the following characters: -, _, Only available for identity/device
!, ~, *, (, ), &, =, +, $, ?, /, periods, profile types that allow static
semicolons, or single quotes. registrations.

Path The format should follow the RFC Routing information to the device,
3327 specification. one for each configured contact.
Used when Path header support is
enabled.

− Check None to assign the user no identity/device profile.

6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.6 User – Calling Plans Menu

Use the items on the Users – Calling Plans menu to perform the following configuration
tasks (that only you can do for the user):
 Configure Incoming Calling Plan
 Configure Outgoing Calling Plan
 Configure Outgoing Authorization Codes
 Configure Outgoing Digit Plan
 Configure Transfer Numbers

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 117 OF 519
  Configure Outgoing Pinhole Digit Plan

4.6.1 Access User – Calling Plans Menu

You use the Users – Calling Plan menu page to perform user management functions
related to calling plans.

Figure 77 User – Calling Plans Menu

1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
This page is a list page. Depending on the number of pages of data in a list, list
pages allow you to search several different ways. You can click the heading of a
column to change the sort order of items in the column, use the input boxes to specify
search criteria, or click the page links, for example, Next or Previous. For more
information on defining search criteria, see the BroadWorks Getting Started Web
Interface Administration Guide.
3) Click Edit or any item on the row for the user. The User – Profile menu page
appears.
4) Click Calling Plans. The User – Calling Plans menu page appears.
5) To display your Home page, click Group or Home.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 118 OF 519
 4.6.2 Configure Incoming Calling Plan
Use the User – Incoming Calling Plan page to configure or change the incoming calling
restrictions for a selected user.

Figure 78 User – Incoming Calling Plan

1) For a selected user, click Calling Plans. The User – Calling Plans menu page
appears.
2) Click Incoming Calling Plan. The User – Incoming Calling Plan page appears.
3) To make the user settings editable, select the Custom Settings check box.
4) In the Calls From Within Group, Collect Calls, and any rules for digit string numbers,
select (allow) or unselect (prevent) the Permitted check box for the user, for one or
more of the call types.
5) In the Calls From Outside Group drop-down list, choose one of these settings:
“Y” Allows user to receive all calls from outside the group.
“P” Allows user to receive calls from outside the group only if the outside call is
transferred or forwarded to the user by another user inside the group.
“N” Prevents user from receiving all calls from outside the group, even if the outside
call has been transferred or forwarded by a user inside the group.

NOTE: Fully restricted users ("N" for Calls From Outside Group) cannot pick up outside calls in
their call pickup group or outside calls parked by a user in their group.

6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page. To exit without saving, select another page
or click Cancel to display the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 119 OF 519
 4.6.3 Configure Outgoing Calling Plan
Use the User – Outgoing Calling Plan page to configure or change the outgoing calling
restrictions for a selected user.
This page contains the following tabs.
Tab Description

Originating Calls You use this tab to configure the types of calls the user is allowed to make.
Depending on the Outgoing Calling Plan service assigned to your group
(Outgoing Calling Plan or Enhanced Outgoing Calling Plan) the
information on this tab changes as illustrated in Figure 79 and Figure 80.

Initiating Call Depending on the system configuration you use this tab either to configure
Forwards/Transfers the types of calls the user is allowed to forward and transfer or only the
or types of calls the user is allowed to forward.
Initiating Call Forwards The system can be configured to assign a unique set of call types for calls
a user transfers or forwards (system default). The system can also be
configured to apply a unique set of call types only for calls a user forwards.

Being You use this tab to specify whether user’s calls can be forwarded or
Forwarded/Transferred transferred outside the user’s group.

Call Me Now You use this tab to configure the types of calls the user is allowed to make
for the Call Me Now service. This tab only appears if the Call Me Now
service has been authorized for your group.

Figure 79 User – (Enhanced) Outgoing Calling Plan – Originating Calls

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 120 OF 519
 Figure 80 User – Outgoing Calling Plan – Originating Calls

1) For a selected user, click Calling Plans. The User – Calling Plans menu page
appears.
2) Click Outgoing Calling Plan. The User – Outgoing Calling Plan page appears. The
Originating Calls tab is displayed by default.
3) To make the user settings editable, select the Custom Settings check box.
4) Edit the Originating Calls settings.
− If your group has been assigned the Outgoing Calling Plan service, for each call
type listed check or uncheck the Permitted check box to allow or block the call
type.
− If your group has been assigned the Enhanced Outgoing Calling Plan service, for
each type of call listed, select “Y”, “N”, “A”, or “TX”:
− “Y” or “N” means the user can or cannot make that type of outgoing call.
− “A” means the user must enter an authorization code to make that type of
outgoing call.
− “TX” (where X = 1, 2, or 3) means that the user is transferred to the specified
transfer number upon attempting to make that type of outgoing call.
For information on configuring transfer numbers for use on this page, see section
4.6.6 Configure Transfer Numbers.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 121 OF 519
 Figure 81 User – Outgoing Calling Plan – Initiating Call Forwards/Transfers

5) To edit the call forwarding and/or transfer settings, click the Initiating Call
Forwards/Transfers tab or the Initiating Call Forwards tab.
6) To make the user settings editable, check the Custom Settings box.
7) Configure the settings as follows.
− To allow a call type, select the Permitted check box.
− To prevent a call type, unselect the Permitted check box.

Figure 82 User – Outgoing Calling Plan – Being Forwarded/Transferred

8) To edit the Being Forwarded/Transferred settings, click the Being

Forwarded/Transferred tab.
9) To make the user settings editable, check the Custom Settings box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 122 OF 519
 10) To allow or prevent user’s calls from being forwarded or transferred outside the user’s
group, select or deselect the Permitted check box.

Figure 83 User – Outgoing Calling Plan – Call Me Now Calls

11) To edit the Call Me Now settings (if applicable), click the Call Me Now tab.
12) To make the user settings editable, check the Custom Settings box.
13) Configure the settings as follows:
− To allow a call type, select the Permitted check box.
− To prevent a call type, unselect the Permitted check box.
14) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

4.6.4 Configure Outgoing Authorization Codes

Use the User – Outgoing Authorization Codes page to:
 List and Delete User Outgoing Authorization Codes
 Add Outgoing Authorization Code

4.6.4.1 List and Delete User Outgoing Authorization Codes

Use the User – Outgoing Authorization Codes page to list and delete the outgoing
authorization codes currently assigned to the selected user.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 123 OF 519
 Figure 84 User – Outgoing Authorization Codes

Figure 85 User – Outgoing Authorization Codes (Custom Settings Disabled)

1) For a selected user, click Calling Plans. The User – Calling Plans menu page
appears.
2) Click Outgoing Authorization Codes. The User – Outgoing Authorization Codes
page appears. The page lists any outgoing authorization codes currently assigned to
the selected user.
3) To make the user settings editable, select the Custom Settings check box and click
Apply to save your change. You cannot add or delete user authorization codes
unless customization is enabled.
4) To delete a code, select Delete and click Apply.
5) To display the previous page, click OK or Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 124 OF 519
 NOTE: Unselecting the Custom Settings box and saving your changes (by clicking OK or
Apply) deletes all custom authorization codes currently assigned to the selected user.

4.6.4.2 Add Outgoing Authorization Code

Use the User – Codes Management Add page to add an authorization code for the
selected user.

Figure 86 User – Codes Management Add

1) For a selected user, click Calling Plans. The User – Calling Plans menu page
appears.
2) Click Outgoing Authorization Codes. The User – Outgoing Authorization Codes
page appears.
3) To make the user settings editable, select the Custom Settings check box and click
Apply to save your change. You cannot add or delete user authorization codes
unless customization is enabled.
4) Click Add. The User – Codes Management Add page appears. If you click Add
without enabling customization, an error message appears.
5) Enter the new authorization code, with a brief description if desired. An authorization
code must be an integer from 2 through 14 digits.
6) Click OK. The User – Outgoing Authorization Codes page appears, listing your new
authorization code.
7) To display the previous page, click OK or Cancel.

NOTE: Unselecting the Custom Settings box and saving your changes (by clicking OK or
Apply) deletes all custom authorization codes currently assigned to the selected user.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 125 OF 519
 4.6.5 Configure Outgoing Digit Plan
Use the User – Outgoing Digit Plan page to configure or change the outgoing calling
restrictions based on the phone number patterns for a selected user.
For information on configuring the call types (digit strings) listed on this page, see the
BroadWorks Application Server Group Web Interface Administration Guide – Part 1. This
page contains the following tabs.
Tab Description

Originating Calls You use this tab to configure the types of calls the user is allowed to make.
Depending on the Outgoing Calling Plan service assigned to your group
(Outgoing Calling Plan or Enhanced Outgoing Calling Plan) the
information on this tab changes as illustrated in Figure 87 and Figure 88.

Initiating Call The system can be configured to assign a unique set of call types for calls
Forwards/Transfers a user transfers or forwards (system default). The system can also be
or configured to apply a unique set of call types only for calls a user forwards.
Initiating Call Forwards Depending on the system configuration you use this tab either to configure
the types of calls the user is allowed to forward and transfer or only the
types of calls the user is allowed to forward.

Call Me Now You use this tab to configure the types of calls the user is allowed to
establish for the Call Me Now service. This tab only appears if the Call Me
Now service has been authorized for your group.

Figure 87 User – (Enhanced) Outgoing Digit Plan – Originating Calls

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 126 OF 519
 Figure 88 User – Outgoing Digit Plan – Originating Calls

1) For a selected user, click Calling Plans. The User – Calling Plans menu page
appears.
2) Click Outgoing Digit Plan. The User – Outgoing Digit Plan page appears. The
Originating Calls tab is displayed by default.
3) To make the user settings editable, select the Custom Settings check box.
4) Configure the setting for originating calls.
− If your group has been assigned the Outgoing Calling Plan service, for each call
type listed check or uncheck the Permitted check box to allow or block the call
type.
− If your group has been assigned the Enhanced Outgoing Calling Plan service, for
each type of call listed, select “Y”, “N”, “A”, or “TX”:
− “Y” or “N” means the user can or cannot make that type of outgoing call.
− “A” means the user must enter an authorization code to make that type of
outgoing call.
− “TX” (where X = 1, 2, or 3) means that the user is transferred to the specified
transfer number upon attempting to make that type of outgoing call.
For information on configuring transfer numbers for use on this page, see section
4.6.6 Configure Transfer Numbers.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 127 OF 519
 Figure 89 User – Outgoing Digit Plan – Initiating Call Forwards/Transfers

5) To edit the settings for forwarding and or/transferring calls, click the Initiating Call
Forwards/Transfers tab or the Initiating Call Forwards tab.
6) To make the user settings editable, select the Custom Settings check box.
7) Configure the settings as follows:
− To allow a call type, select the Permitted check box.
− To prevent a call type, unselect the Permitted select box.

Figure 90 User – Outgoing Digit Plan – Call Me Now Calls

8) To edit the settings for Call Me Now calls, if applicable, click the Call Me Now tab.
9) To make the user settings editable, select the Custom Settings check box.
10) Configure the settings as follows:
− To allow a call type, select the Permitted check box.
− To prevent a call type, unselect the Permitted select box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 128 OF 519
 11) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.6.6 Configure Transfer Numbers

Use the User – Transfer Numbers page to configure or change the transfer numbers used
in the selected user’s Outgoing Calling Plan. You can configure up to three transfer
numbers for use with the selected user’s outgoing calls.

Figure 91 User – Transfer Numbers

1) For a selected user, click Calling Plans. The User – Calling Plans menu page
appears.
2) Click Transfer Numbers. The User – Transfer Numbers page appears.
3) To make the user settings editable, select the Custom Settings check box.
4) Enter the desired numbers in the boxes provided. An outgoing phone number must
be from 2 through 30 digits and can contain only digits or be in E.164 format.
Additional spaces and dashes are allowed but are not included in the number.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

NOTE: Unselecting the Custom Settings box and saving your changes (by clicking OK or
Apply) deletes all transfer numbers currently assigned to the selected user.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 129 OF 519
 4.6.7 Configure Outgoing Pinhole Digit Plan
Use the User – Outgoing Pinhole Digit Plan page to override the outgoing calling
restrictions imposed by the Outgoing Calling Plan and Outgoing Digit Plan for a selected
user. For information on configuring the call types listed on this page, see the
BroadWorks Application Server Group Web Interface Administration Guide – Part 1.
For information on configuring transfer numbers for use on this page, see section 4.6.6
Configure Transfer Numbers.
The Outgoing Pinhole Digit Plan allows you to override calling restrictions imposed by the
Outgoing Calling Plan and Outgoing Digit Plan at the group, department, or user level.
When a call is placed, the number is checked against assigned pinhole digit strings
(whether assigned to the individual user or to their department or group) before applying
the Outgoing Calling Plan and Outgoing Digit Plan screening services. If the number
matches any assigned pinhole digit pattern, the call that would otherwise be blocked by
the Outgoing Calling Plan or Outgoing Digit Plan may be allowed.
Note that if a user does not have individual assignments, their department pinhole digit
string settings take effect. If the user is not assigned to a department, then the group
default assignments take effect.
This page contains the tabs shown in the following table.
Tab Description

Originating Calls You use this tab to configure the types of calls the
user is allowed to make.

Initiating Call Forwards/Transfers The system can be configured to assign a unique

or set of call types for calls a user transfers or
forwards (system default). The system can also
Initiating Call Forwards be configured to apply a unique set of call types
only for calls a user forwards.
Depending on the system configuration you use
this tab either to configure the types of calls the
user is allowed to forward and transfer or only the
types of calls the user is allowed to forward.

Call Me Now You use this tab to configure the types of calls the
user is allowed to make for the Call Me Now
service. This tab only appears if the Call Me Now
service has been authorized for your group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 130 OF 519
 Figure 92 User – Outgoing Pinhole Digit Plan – Originating Calls

1) For a selected user, click Calling Plans. The User – Calling Plans menu page
appears.
2) Click Outgoing Pinhole Digit Plan. The User – Outgoing Pinhole Digit Plan page
appears. The Originating Calls tab is displayed by default.
3) To make the user settings editable, select the Custom Settings check box.
4) Configure the setting for originating calls. For each type of call listed, select “Y”, “N”,
“A”, or “TX”:
− “Y” or “N” means the user can or cannot make that type of outgoing call.
− “A” means the user must enter an authorization code to make that type of
outgoing call.
− “TX” (where X = 1, 2, or 3) means that the user is transferred to the specified
transfer number upon attempting to make that type of outgoing call.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 131 OF 519
 Figure 93 User – Outgoing Pinhole Digit Plan – Initiating Call Forwards/Transfers

5) To edit the settings for forwarding and or/transferring calls, click the Initiating Call
Forwards/Transfers tab or the Initiating Call Forwards tab.
6) To make the user settings editable, select the Custom Settings check box.
7) Configure the settings as follows:
− To allow a call type, select the Permitted check box.
− To prevent a call type, unselect the Permitted select box.

Figure 94 User – Outgoing Pinhole Digit Plan – Call Me Now Calls

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 132 OF 519
 8) To edit the settings for Call Me Now calls, click the Call Me Now tab.
9) To make the user settings editable, select the Custom Settings check box.
10) Configure the settings as follows:
− To allow a call type, select the Permitted check box.
− To prevent a call type, unselect the Permitted select box.
11) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 133 OF 519
 4.7 User – Client Applications Menu
Use the items on the User – Client Applications menu to configure the following tasks (that
only you can do for the user):
 Configure Busy Lamp Field

4.7.1 Access User – Client Applications Menu

You use the User – Client Applications menu to perform user management functions
related to client applications.

Figure 95 User – Client Applications Menu

1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
This page is a list page. Depending on the number of pages of data in a list, list
pages allow you to search several different ways. You can click the heading of a
column to change the sort order of items in the column, use the input boxes to specify
search criteria, or click the page links, for example, Next or Previous. For more

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 134 OF 519
 information on defining search criteria, see the BroadWorks Getting Started Web
Interface Administration Guide.
3) Click Edit or any item on the row for the user. The User – Profile menu page
appears.
4) Click Client Applications. The User – Client Applications menu page appears.
5) To display your Home page, click Group or Home.

4.7.2 Configure Busy Lamp Field

Use the User – Busy Lamp Field page to allow users to configure and view their Busy
Lamp Field list.
The Busy Lamp Field (BLF) lets users monitor the hook status and remote party
information of users through the display of an attendant console phone.
Group administrators provision the list of monitored users with SIP phones available for
users to monitor in either their group or enterprise.

Figure 96 User – Busy Lamp Field

1) For a selected user, click Client Applications. The User – Client Applications menu
page appears.
2) Click Busy Lamp Field. The User – Busy Lamp Field page appears.
3) Type the name to associate with the list of users to monitor and select the domain
from the drop-down list. The name can only contain a leading plus sign, letters,
numbers, and the following characters: -, _, !, ~, *, (, ), periods, or single quotes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 135 OF 519
 The SIP-URI address must be unique within the system among all SIP-URIs assigned
to monitoring lists for the Busy Lamp Field service.
4) Add users to the group:
− To find a user, enter search criteria in the fields provided and click Search. For
more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide.
− In the Available Users column, select the users to be assigned. You can select
some or all of the items in a column. Item names are listed in alphabetical order.
To select several items in sequential order, click the first name, hold down the
SHIFT key on the keyboard, and click the last name. To select several items, but
not in a particular order, click the names while holding down the CTRL key on the
keyboard.
− To assign the selected users, click Add >. To move all users (unselected) at
once, click Add All >>.
5) Remove assigned users.
In the Assigned Users column, select the users and click Remove. To move all users
(unselected) at once, click Remove All.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

4.8 User – Meet-Me Conferencing Menu

Use the User – Meet-Me Conferencing menu page to perform the following user
management functions (that only you can do for the user):
 Restrict Number of Conference Participants
 Create Conference with Restricted Number of Participants

4.8.1 Access the User – Meet-Me Conferencing Menu

You use the User – Meet-Me Conferencing menu page to perform user management
functions related to Meet-Me Conferencing.

Figure 97 User – Meet-Me Conferencing Menu

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 136 OF 519
 1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
This page is a list page. Depending on the number of pages of data in a list, list
pages allow you to search several different ways. You can click the heading of a
column to change the sort order of items in the column, use the input boxes to specify
search criteria, or click the page links, for example, Next or Previous. For more
information on defining search criteria, see the BroadWorks Getting Started Web
Interface Administration Guide.
3) Click Edit or any item on the row for the user. The User - Profile menu page appears.
4) In the Options list, click Meet-Me Conferencing. The User – Meet-Me Conferencing
menu page appears.
5) To display your Home page, click Group or Home.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 137 OF 519
 4.8.2 Restrict Number of Conference Participants
Use the User – Meet-Me Conference Modify page to restrict the number of participants in
an existing conference.

Figure 98 User – Meet-Me Conference Modify

1) On the User – Meet-Me Conferencing menu page, click Conferences. The User –
Meet-Me Conferences page appears.
2) In the row of the conference to edit, click Edit. The User – Meet-Me Conference
Modify page appears.
3) Check Restrict number of participants to <X> and enter the number in the text box.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page. To exit without saving, select another page
or click Cancel to display the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 138 OF 519
 4.8.3 Create Conference with Restricted Number of Participants
You use the User – Meet-Me Conference Add page to create a conference with the
restricted number of participants on behalf of a user. The user for whom you create the
conference becomes its host.

Figure 99 User – Meet-Me Conference Add

1) On the User – Meet-Me Conferencing menu page, click Conferences. The User –
Meet-Me Conferences page appears.
2) Click Add. The User – Meet-Me Conference Add page appears.
3) From the Bridge Name drop-down list, select the bridge to use for this conference.
4) In the Title text box, enter the conference title (from 1 through 80 characters).
5) In the Estimated number of participants text box, enter the estimated number of
participants the conference may have.
You can enter a number from 1 through 294 but not higher than the maximum
number of ports available on the bridge on which this conference is hosted and not
higher that the number you enter in the Restrict number of participants text box.
6) Check Restrict number of participants to <X> check box and enter the number in the
text box. You can enter a number from 1 through 294 but not higher than the
maximum number of ports available on the bridge on which this conference is hosted.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 139 OF 519
 7) You can also impose additional restrictions on the conference by checking one or
more of the following options:
− Mute all attendees on entry
− End conference when host departs
− Moderator required to start conference
− Enable Security pin
− Allow Unique Identifier
− Allow participant unmute in Automatic Lecture Mode
8) Specify how to notify the conference attendees when other attendees join or leave the
conference. For When attendees join/leave, select one of the following options:
− Play tone
− Play recorded name
− No notification

NOTE: For conferences with more than 147 attendees; attendees are muted on entry, and the
entry/exit tones and name announcements are disabled.

However, if you check the Allow participant unmute in Automatic Lecture Mode option,
participants have the ability to mute and unmute themselves using *1. This ability is limited to
100 unmuted participants in Automatic Lecture Mode.

9) Specify the type of conference you want to create. Select One Time, Recurring, or
Reservationless.
10) Specify the conference time. In the Conference Time section, configure the following:

NOTE: The conference cannot be scheduled to last longer that the maximum conference
duration configured for the bridge.

For a reservationless conference:

Figure 100 Meet-Me Conference Add – Schedule (Reservationless Conference)

− Specify the start date of the conference. In the Start Date box, enter the date in
month/day/year format or select the date from the pop-up calendar.
− Specify the end date of the conference. For End Date, select Never or Date, if
Never is an option. If you selected Date (or if Date is the only option), enter the
date in month/day/year format or select the date from the pop-up calendar.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 140 OF 519
 For a one-time conference:

Figure 101 Meet-Me Conference Add – Schedule (One-time Conference)

− Specify the date of the conference. In the Start Date box, enter the date in
month/day/year format or select the date from the pop-up calendar.
− Specify the time of day the conference is scheduled to run. In the Start Time box,
type a time (HH:MM, 0 < HH < 12, 00 <= MM < = 59) and select AM or PM from
the drop-down list.
− Specify the Duration of the conference by selecting the number of hours and
minutes from the drop-down lists.
For a recurring conference

Figure 102 Meet-Me Conference Add – Schedule (Recurring Daily Conference)

Figure 103 Meet-Me Conference Add – Schedule (Recurring Weekly Conference)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 141 OF 519
 Figure 104 Meet-Me Conference Add – Schedule (Recurring Monthly Conference)

Figure 105 Meet-Me Conference Add – Schedule (Recurring Yearly Conference)

− Specify the start date of the conference. In the Start Date box, enter the date in
month/day/year format or select the date from the pop-up calendar.
− Specify the time of day the conference is scheduled to run. In the Start Time box,
type the time (HH:MM, 0 < HH < 12, 00 <= MM < = 59) and select AM or PM from
the drop-down list.
− Specify the Duration of the conference by selecting the number of hours and
minutes from the drop-down lists.
− Enter the recurrence pattern. From the Recurs drop-down list, select the type of
recurrence from the following options:
− Daily and specify the frequency of occurrence in days (from 1 through 999).
− Weekly and specify the frequency of occurrence in weeks (from 1 through
999), and the day or days of the week on which the conference should run.
− Monthly and specify the frequency of occurrence in months (from 1 through
999) and the day for the recurrence of the conference. For the day of
recurrence, select one of the following options:
− To schedule the conference on a specific day of the month, for example
the 27th, check Day <X> of the month and enter the day from 1 through
31. If you select 29, 30, or 31, the occurrence will fall on the last day of
the month for months that are shorter than 29, 30, or 31 days
respectively.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 142 OF 519
 − To schedule the conference on a specific day of the week within the
month, for example the Second Monday of the month, check The <Xth>
<Day-of-Week> of the month, and select Xth and Day-of-Week from the
drop-down lists.
− Yearly and specify the frequency of occurrence in years (from 1 through 99),
for example every two (2) years, and the day for the recurrence from the
following options:
− To schedule the conference on a specific day of the year, check Day
<X> of <Month>, enter a valid day, and select the month. For example, if
you select April, you can enter a day from 1 through 30, and if you select
February, you can enter a day from 1 through 29.
− To schedule the conference on a specific day of the week and month, for
example the first Sunday of January, check The <Xth> <Day-of-Week>
of <Month> and select Xth, Day-of-Week, and Month from the drop-down
lists.
− Specify when the conference should end. In the Recurrence Range section,
select one of the following options for End:
− Never to run the conference continuously (if this option is available).
− After <X> occurrences to end the conference after specified number of
occurrences, from 1 through 999.
− Date to end the conference on a specific date and select the date from the
calendar.
11) Click OK. OK saves your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 143 OF 519
 4.9 User – Messaging Menu
Use the items on the User – Messaging menu to perform the following user management
functions (that only you can do for the user):
 Configure Fax Messaging
 Configure Integrated IM&P
 Configure Voice Messaging

4.9.1 Access User – Messaging Menu

You use the User – Messaging menu page to perform user management functions related
to messaging.

Figure 106 User – Messaging Menu

1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 144 OF 519
 3) This page is a list page. Depending on the number of pages of data in a list, list
pages allow you to search several different ways. You can click the heading of a
column to change the sort order of items in the column, use the input boxes to specify
search criteria, or click the page links, for example, Next or Previous. For more
information on defining search criteria, see the BroadWorks Getting Started Web
Interface Administration Guide.
4) Click Edit or any item on the row for the user. The User - Profile menu page appears.
5) Click Messaging. The User - Messaging menu page appears.
6) To display your Home page, click Group or Home.

4.9.2 Configure Fax Messaging

Use the User – Fax Messaging page to configure Fax Messaging for a specific user. To
configure Fax Messaging, you turn the Fax Messaging service on or off and you configure
the directory number for receiving fax messages. Users can also enable and disable this
service for themselves.

NOTE: To use Fax Messaging, a user must also be assigned the Voice Messaging User
service. A user’s Fax Messaging service inherits the configured settings for their Voice
Messaging User service. That is, fax messages are handled in the same way as the user’s
voice and video messages.

Figure 107 User – Fax Messaging

1) For a selected user, click Messaging. The User – Messaging menu page appears.
2) Click Fax Messaging. The User – Fax Messaging page appears.
3) Use the Fax Messaging control to enable the service for the user. Check On to
enable the service. Check Off to disable the service.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 145 OF 519
 4) Select the phone number to receive fax messages for the user. This is a required
field; the service cannot be enabled without configuring the phone number. After you
select the number, the extension appears automatically but could be changed if
required. Extensions can vary in length within the limits configured for your group.
The activation status of the assigned phone number is displayed to the right of the
number. The status is not shown if the phone number is set to “None”.
5) Configure up to three aliases. Any call to one of these aliases is considered by the
system as an incoming fax call for the user. For each alias to add, type the user part
of the address and select the domain from the drop-down list. The user part can be
from 1 through 80 characters and can only contain letters, digits, and the following
characters: -, _, !, ~, *, (, ), periods, or single quotes.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

4.9.3 Configure Integrated IM&P

Use the User – Integrated IM&P page to enable or disable the Integrated IM&P service for
the user.

Figure 108 User – Integrated IM&P (Disabled)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 146 OF 519
 Figure 109 User – Integrated IM&P (Enabled)

1) For a selected user, click Messaging. The User – Messaging menu page appears.
2) Click Integrated IM&P. The User – Integrated IM&P page appears.
3) Use the Integrated IM&P control to enable the service for the user. Check On to
enable the service. Check Off to disable the service.
4) To select the user ID on which to base the IM&P ID for the user:
− Disable the service. The ID can only be modified when the service is disabled.
− Select a new ID from the drop-down list.
− Enable the service. This step is important to perform; otherwise, your change will
be lost.
5) To regenerate the IM&P ID password, click the Regenerate IM&P Password link.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

4.9.4 Configure Voice Messaging

Use the User – Voice Management Advanced Settings page to configure voice messaging
settings for the user.
Users can configure their voice message themselves with two exceptions. First, when the
Allow users to configure their Voice Mail Advanced Settings option on your group’s Voice
Messaging page is deactivated, users cannot configure advanced settings for their Voice
Messaging service. Second, even if they have access to their Voice Management
Advanced Settings page, they cannot change the maximum mailbox size on the system’s
or group’s mail server. Use the procedures in this section to:
 Modify Voice Mailbox Size
 Modify Advanced Settings

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 147 OF 519
 4.9.4.1 Modify Voice Mailbox Size
Use the User – Voice Management Advanced Settings page to configure the maximum
size of the user’s voice mailbox.

NOTE: You cannot modify the user’s mailbox size if your group uses the system’s mail server.
Only your administrator can change the mailbox size on the system mail server.

Figure 110 User – Voice Management Advanced Settings

1) For a selected user, click Messaging. The User – Messaging menu page appears.
2) Click Voice Management. The User – Voice Management page appears.
3) Click the Advanced Settings (Also saves current screen data) link. The User –
Voice Management Advanced Settings page appears.
4) From the Full Mailbox Limit drop-down list, select the size of the voice mailbox in
minutes for this user.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 148 OF 519
 NOTE: The actual total length of messages a mailbox can contain varies depending on the
codecs used to record the messages. The time in minutes limit assumes 330 KB of data per
minute. Therefore, for example, a (video) message recorded with a codec that uses 3300 KB of
data per minute will use up 10 times more of the mailbox space than 330 KB per minute
assumed in this configuration.

5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel.

4.9.4.2 Modify Advanced Settings

Use the User – Voice Management Advanced Settings page to configure the users’
advanced settings.

NOTE: Depending whether the Allow users to configure their Voice Mail Advanced Settings
option on your group’s Voice Messaging page is enabled or disabled the users in your group
may or may not have access to this page to set the advanced settings for their Voice Messaging
service.

1) For a selected user, click Messaging. The User – Messaging menu page appears.
2) Click Voice Management. The User – Voice Management page appears.
3) Click the Advanced Settings (Also saves current screen data) link. The User –
Voice Management Advanced Settings page appears.
4) If the user will use a personal server for their messages, go to step 8 of this
procedure. Otherwise, check the Group's Mail Server.
5) Enter the user’s email address. The email address must be from 3 through 80
characters in user@domain format. It can contain only one @ symbol, letters, digits,
and the following characters: !, #, $, %, &, *, +, -, /, =, _, {, }, |, ~, `, ., ?, ^, or single
quotes.
6) Enter the user’s user ID (from 1 through 80 characters) and password (from 1 through
40 characters) for the group’s mail server.
7) Go to step 14) of this procedure.
8) If the user wants to use a personal server for their messages, check a Personal Mail
Server.
9) Type the IP address or the fully qualified name of the mail server hosting the email
account for the user’s voice messages.
10) From the drop-down list, select the protocol that must be used to connect to the
account, either "POP3" or "IMAP".
11) Select Delete all messages marked for deletion when using IMAP to permanently
delete all messages marked for deletion.
12) Type the user’s email address. The email address must be from 3 through 80
characters in user@domain format. It can contain only one @ symbol, letters, digits,
and the following characters: !, #, $, %, &, *, +, -, /, =, _, {, }, |, ~, `, ., ?, ^, or single
quotes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 149 OF 519
 13) Type the user’s user ID (from 1 through 80 characters) and password (from 1 through
40 characters) for the personal mail server.
14) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.10 User – Communication Barring Menu (Enterprise Users)

Use the User – Communication Barring menu to configure the following settings for the
user (that only you can do for the user)
 Assign Communication Barring Profile
This menu is available only for users in an enterprise.

4.10.1 Access User – Communication Barring Menu

You use the User – Communication Barring menu page to assign a communication
barring profile to the user.

Figure 111 User – Communication Barring Menu

1) On the Group – Profile menu page, click Users. The Group – Users page with search
criteria boxes appears.
2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
3) Click Edit or any item on the row for the user. The User – Profile menu page
appears.
4) Click Communication Barring. The User – Communication Barring menu page
appears.
5) To display your Home page, click Group or Home.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 150 OF 519
 4.10.2 Assign Communication Barring Profile
You use the User – Communication Barring Profiles page to assign a communication
barring profile to the user.

Figure 112 User – Communication Barring Profiles

1) On the User – Communication Barring menu page, click Assign Profile. The User –
Communication Barring Profiles page appears.
2) Select the communication barring profile to use for the user:
− To use the group-level setting, select Use the Group Communication Barring
profile setting.
− To use the communication profile configured on this page, select Use this
Communication Barring profile and select a profile from the drop-down list.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 151 OF 519
 4.11 User – Utilities Menu
Use the items on the Users – Utilities menu to configure the following user management
functions (that only you can do for the user):
 Disable Feature Access Codes
 Intercept User
 Assign Security Classification Level

4.11.1 Access User – Utilities Menu

You use the User – Utilities menu page to perform user management functions related to
various utilities, such as configuring user intercept and assigning service security level for
the user.

Figure 113 User – Utilities Menu

1) On the Group – Profile menu page, click Users. The Group – Users page appears.
2) To display the list of users, enter the search criteria and click Search. The Group –
Users page displays the list of users that satisfy the criteria you entered.
3) Click Edit or any item on the row for the user. The User – Profile menu page
appears.
4) Click Utilities. The User – Utilities menu page appears.
5) To display your Home page, click Group or Home.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 152 OF 519
 4.11.2 Disable Feature Access Codes
Use the User – Feature Access Codes page to disable selected feature access code for a
specific user.
When a service is assigned to a user, the associated feature access codes are
automatically made available to the user unless they were disabled for your group.

Figure 114 User – Feature Access Codes

1) For a selected user, click Utilities. The User – Utilities menu page appears.
2) Click Feature Access Codes. The User – Feature Access Codes page appears.
3) To disable a feature access code, uncheck the Enable box in the row of the feature
access code. Or to enable back a disabled feature access code, check the Enable
box in the row of the feature access code.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 153 OF 519
 4.11.3 Intercept User
Use the User – Intercept User page to block some or all calls to and from a specific user.
For example, you can block outgoing calls but allow incoming calls for that user, or send
incoming calls to the user’s voice mail. You can also configure the announcements played
to callers for incoming and outgoing calls and include a new or alternate phone number.

NOTE 1: The maximum length allowed for .WAV and .MOV files is five minutes.

NOTE 2: The default announcement is the same for inbound and outbound calls.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 154 OF 519
 Figure 115 User – Intercept User

1) For a selected user, click Utilities. The User – Utilities menu page appears.
2) Click Intercept User. The User – Intercept User page appears.
3) Use the Intercept User control to determine whether the system will block this user’s
calls. Check On to block this user’s calls. Click Off to return the user’s account to
normal service.
4) If you chose On, configure the remaining controls as needed.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 155 OF 519
 Inbound Announcements:
− Select Default Announcement to play the following announcement: “The number
you are trying to reach is out of service.”
− To upload a custom announcement, select Personal Announcement and type the
path and file name of a .WAV file with your greeting in the Load Personal Audio
Announcement text box, or click Browse to select a file on your computer. If your
Intercept Group service has video support enabled, you can also type the path
and file name of a .MOV file with your greeting in the Load Personal Video
Announcement text box, or click Browse to select a file on your computer.
Inbound Call Options:
− Select one of the following interception options for inbound calls:
− Intercept All Inbound Calls: This option blocks all inbound calls and enables
the Route to Voice Mail, Play new Phone Number, and Transfer on “0” to
Phone Number options.
− Allow Inbound Calls from System-Defined Phone Numbers: When this
option is enabled, a matching incoming calling number terminates to the
intercepted user's phone. This allows certain types of inbound calls, such as
calls from Public Safety Answering Point (PSAP) callback and customer care,
to be routed to intercepted user.
− Allow Inbound Calls (Partial Intercept): This option allows the intercepted
user to receive calls and disables Route to Voice Mail, Play new Phone
Number, and Transfer on “0” to Phone Number.
If you selected this option, check or uncheck Use Alternate Outbound
Blocking Announcement to specify whether the alternate announcement,
which informs the user that they can receive but cannot make calls, should
be played to the intercepted user when they try to make a call. This option
only applies if Allow Inbound Calls (Partial Intercept) is selected.
− To exempt inbound mobile calls from being intercepted by BroadWorks, check
Exempt Inbound Mobility Calls. This option applies regardless of the interception
option selected.
− Specify how to treat allowed calls by checking or unchecking Disable Parallel
Ringing to Network Locations. This option disables parallel ringing to the
intercepted user's alternate network locations on allowed inbound calls.
It applies if either Allow Inbound Calls from System-Defined Phone Numbers or
Allow Inbound Calls (Partial Intercept) is selected.
− Specify how to treat blocked calls by checking or unchecking the following
options. These options apply if either Intercept All Inbound Calls or Allow Inbound
Calls from System-Defined Phone Numbers is selected.
− Route to Voice Mail: When this option is selected, the Play new Phone
Number and Transfer on “0” to Phone Number options do not apply. This
option sends inbound calls to the intercepted user's voice mail instead of
playing an announcement.
− Play new Phone Number, and then type the number in the text box. The
number can be in the national (1 through 20 digits) or E.164 format
(+<country code>[-]<national number>). Spaces and dashes are allowed but
do not count toward the number's length. When this option is selected,
callers of the intercepted calls (to this user) are played a new or alternate
phone number.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 156 OF 519
 − Transfer on "0" to Phone Number, and then type the number in the text box. The
number can be in the national (1 through 20 digits) or E.164 format (+<country
code>[-]<national number>). Spaces and dashes are allowed but do not count
toward the number's length.
Outbound Call Options:
− Select one of the following interception options for outbound calls:
− Block All Outbound Calls to block all outbound calls made by the user.
− Allow Outbound Local Calls to allow the user to make outbound local calls.
− Allow Outbound Enterprise/Group Calls: This option allows the intercepted
user to make outbound calls within their group (if the user is part of a service
provider) or enterprise (if the user is part of an enterprise).
− To exempt outbound mobile calls from being intercepted by BroadWorks, check
Exempt Outbound Mobility Calls. This option applies regardless of the
interception option selected.
− Specify how to treat blocked calls by checking or unchecking Route to Phone
Number. If you checked the option add the number in the text box where you
want to route the intercepted calls. The phone number for outgoing calls must be
between one through 30 digits and can include feature access code prefixes. It
can also be in E.164 format (+<country code>-<national number>). Spaces and
dashes are allowed but are not included in the length.
When this option is checked, all intercepted outbound calls (made by this user)
are routed to the provided phone number.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

4.11.4 Assign Security Classification Level

You use the User – Security Classification page to assign a security classification level to
the user.

Figure 116 User – Security Classification

1) On the User – Utilities menu page for a selected user, click Security Classification.
The User – Security Classification page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 157 OF 519
 2) From the Security Classification drop-down list, select the security classification level
to assign to the user.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 158 OF 519
 5 Configure Services as Virtual Users

You configure some services on the Group – Services menu page by creating service
instances (virtual users), which have many of the same attributes as a regular user.
This chapter contains sections that correspond to items on the Group – Services menu
page that are configured as virtual users.
These services are:
 Basic menu
This menu displays the items that all group administrators can use.
− Auto Attendant
− Call Park
− Call Pickup
− Hunt Group
− VoiceXML
 Advanced menu
This menu displays the items that group administrators can use only if such functions
have been assigned to them:
− BroadWorks Anywhere
− Collaborate Bridges
− Find-me/Follow-me
− Flexible Seating Host
− Group Paging
− Configure Paging Group Originators
− Route Point
− Trunk Group
In addition, call centers and Meet-Me conference bridges are also configured by creating
service instances. The Call Center and Meet-Me Conferencing services have their own
menu pages and are covered in the following sections:
 For information about Call Center service configuration, see section 6 Configure Call
Centers.
 For information about Meet-Me Conferencing service configuration, see section 7
Configure Meet-Me Conferencing.
Most virtual users share some administrative tasks, such as activation and deactivation.
These tasks are listed in section 5.2 Configure Shared Tasks.
Virtual users also have administrative tasks that are specific to that type of virtual user,
such as the ability to specify greetings for Auto Attendants. These tasks are listed for each
type of virtual user in their respective sections.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 159 OF 519
 Most virtual users also share configuration tasks that are performed for all users, such as
assigning and configuring services or configuring the Outgoing Calling Plan. These tasks
are described in the appropriate subsection in section 4 Configure Users. For example,
configuring the Outgoing Calling Plan is described in section 4.6.3 Configure Outgoing
Calling Plan.
Virtual users also share personal service configuration tasks with all users, that is, tasks
that regular users perform themselves, such as enabling or disabling forwarding of calls.
For information on how to perform those tasks, see the BroadWorks User Web Interface
Administration Guide.

5.1 Access Group – Services Menu

Use the items on the Group – Services menu page to configure services as virtual users.

Figure 117 Group – Services Menu (Top of Page)

On your Home page, on the Options list, click Services. The Group – Services menu
page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 160 OF 519
 5.2 Configure Shared Tasks
Most virtual users share the following administrative tasks:
 List Virtual Users
 Display Profile Menu Page for Selected Virtual User
 Activate or Deactivate Virtual User
 Configure Addresses for Virtual User
 Add or Modify One or More Portal Passwords
 Configure Voice Portal
 Configure Privacy
 Configure Call Recording Mode

5.2.1 List Virtual Users

Use the menu items on the Group – Services menu page to display the list of one type of
virtual user currently configured for your group. On this page, you can also activate or
deactivate some virtual users (for example, Auto Attendants). From this page, you can
add another user of the same type or modify, delete, or configure a selected user.

Figure 118 Group – Call Pickup

1) On the Group – Services menu page, click <Virtual User Name>, for example, Call
Pickup. The page that lists the virtual users of the selected service appears.
2) To display the options for your Home page, click Group or Home.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 161 OF 519
 5.2.2 Display Profile Menu Page for Selected Virtual User
Some virtual uses have their own Profile menu and Profile page. The Profile menu lists
menu items you use to configure the virtual user.

Figure 119 Auto Attendant – Profile

1) On the Group – Services menu page, click <Virtual User Name>, for example, Hunt
Group. The page that lists the virtual users of the selected service appears.
2) Click Edit or any item on the row for the virtual user.
− If you can configure a number of attributes for the virtual user, the Profile menu
page for the user appears.
− Otherwise, the Modify page for the user appears.
3) To display the options for your Home page, click Group or Home.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 162 OF 519
 5.2.3 Activate or Deactivate Virtual User
Use the Activate check box on a list page for a virtual user to activate or deactivate most
virtual users. From this page, you can add another user of the same type or modify,
delete, or configure a selected user.

Figure 120 Group – Auto Attendant

1) On the Group – Services menu page, click <Virtual User Name>, for example, Auto
Attendant. The page that lists the virtual users of the selected service appears.
2) To activate or deactivate a user, select or unselect the Active box.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.2.4 Configure Addresses for Virtual User

Use the Profile – Addresses page to set addressing information for a selected virtual user,
such as a telephone number, extension, public identity (IMS deployments), and SIP
aliases.

Figure 121 Auto Attendant – Addresses

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 163 OF 519
 Figure 122 Auto Attendant – Addresses (IMS Deployments)

1) For a selected virtual user, on its Profile menu, click Addresses. The Profile –
Addresses page appears.
2) Enter data in the fields provided.
Field Values Description

Phone Number The drop-down list displays The telephone number of the virtual user.
available phone numbers.

Extension Can vary in length within The extension of the virtual user. If you select
the limits configured for the phone number, the extension is
your group. automatically set to the last digits of the phone
number. The number of digits depends on the
default extension length set for your group.
You can modify the extension, if needed.

Public Identity Maximum 161 characters The SIP address of the virtual user.
in user@domain format. Only available in IMS deployments.
The user part can only
contain letters, digits, and
the following characters: -,
_, !, ~, *, (, ), periods, and
single quotes.
The available domains are
listed in the drop-down box.

Aliases Maximum 161 characters Additional SIP addresses for the virtual user.
in user@domain format. Calls directed to any of these addresses will be
The user part can only redirected to the virtual user’s primary SIP
contain letters, digits, and address.
the following characters: -,
_, !, ~, *, (, ), periods, and
single quotes.
The available domains are
listed in the drop-down box.

3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 164 OF 519
 To exit without saving, click Cancel or select another page.

5.2.5 Configure Announcement Repository for Virtual User (AS Mode)

Use this menu item on the Profile menu page to manage the Announcement Repository
for a selected virtual user.

5.2.5.1 List Announcements

Use the Profile – Announcement Repository page to list the announcements configured for
a selected virtual user.
This page is a list page. Depending on the number of pages of data in a list, list pages
allow you to search several different ways. You can click the heading of a column to
change the sort order of items in the column, use the input boxes to specify search criteria,
or click the page links, for example, Next or Previous. For more information on defining
search criteria, see the BroadWorks Getting Started Web Interface Administration Guide.

Figure 123 Auto Attendant – Announcement Repository

1) On the selected user’s Profile menu, click Announcement Repository. The Profile –
Announcement Repository page appears. The Audio tab is displayed by default.
2) To view the video announcements, click Video.
3) To search for specific announcements, enter your search criteria and click Search.
Announcements are listed with their size and media type.
To display all audio or video announcements, click Search without entering any
criteria.
4) To display the previous page, click OK or Cancel.

5.2.5.2 Add Announcements

Use the Profile – Announcement Repository Add page to add an audio or video
announcement for a selected virtual user. After you have added an announcement, you
can associate it with the user's services. An announcement can be associated with more
than one service.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 165 OF 519
 Figure 124 Auto Attendant – Announcement Repository Add

1) For a selected virtual user, on its Profile menu, click Announcement Repository.
The Profile – Announcement Repository page appears.
2) Click Add. The Profile – Announcement Repository Add page appears.
3) Type the name of the audio or video announcement.
4) To upload an announcement file, type the path and file name of an audio or video file
with your greeting in the Upload Announcement File text box or click Browse to select
a file on your computer.
5) To save your changes and display the previous page, click OK.
To exit without saving, click Cancel or select another page.

5.2.5.3 Modify Announcements

Use the Profile – Announcement Repository Modify page to modify an audio or video
announcement for a selected virtual user.

Figure 125 Auto Attendant – Announcement Repository Modify

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 166 OF 519
 1) For a selected virtual user, on its Profile menu, click Announcement Repository.
The Profile – Announcement Repository page appears. The Audio tab is displayed by
default.
2) To modify a video announcement, click the Video tab.
3) Click Edit or any item in the row for the announcement. The Profile – Announcement
Repository Modify page appears.
4) Modify the announcement as required. For information on the fields available on this
page, see section 5.2.5.2 Add Announcements.
5) Click Apply or OK. Apply saves your changes. OK saves your changes and returns
to the previous page.
To exit without changing, click Cancel or select another page.

5.2.5.4 Delete Announcements

Use the Profile – Announcement Repository page to list the announcements configured for
a selected virtual subscriber.

Figure 126 Auto Attendant – Announcement Repository

1) For a selected virtual user, on its Profile menu, click Announcement Repository.
The Profile – Announcement Repository page appears. The Audio tab is displayed by
default.
2) To display video announcements, click Video.
3) Check the Delete box in the row of the announcements to delete.

NOTE: You cannot delete an announcement that is associated with a service.

4) Click Apply or OK. Apply saves your changes. OK saves your changes and returns
to the previous page.
To exit without changing, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 167 OF 519
 5.2.6 Add or Modify One or More Portal Passwords
Use the Profile – Passwords page to add or change the password for the web portal, the
voice portal, or both portals, for a virtual user.

Figure 127 Hunt Group – Passwords

1) For a selected user, on its Profile menu, click Password. The Passwords page
appears.
2) Type and retype the password in the Reset Password text boxes.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.2.7 Configure Voice Portal

Use the Profile – Voice Portal page to upload the audio file that contains the personalized
name for a virtual user. The personalized name is used in the Auto Attendant and Voice
Messaging services for the user. You can also enable the auto-login to the voice portal
with this page.

Figure 128 Hunt Group – Voice Portal

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 168 OF 519
 1) On the Profile menu page for a selected virtual user, click Voice Portal. The Voice
Portal page appears.
2) To provide a personalized name, select a file with your name from the drop-down list.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

5.2.8 Configure Privacy

Use the Profile – Privacy page to configure the privacy settings for the virtual user.
By default, all virtual user names and numbers appear in group and enterprise directory
listings. These listings are accessible via the User – Utilities menu. The Profile – Privacy
menu page allows you to eliminate their name from these directory listings.

NOTE: The Privacy service hides the virtual user name and number from other users in your
own group/enterprise and from group administrators. It does not remove it from people’s
personal directories.

Figure 129 Auto Attendant – Privacy

NOTE: To configure privacy settings for a virtual user, you first need to assign the Privacy
service to the user. For information about assigning services to a user, see section 4.2.9 Assign
or Unassign User Services.

1) On the Profile menu page for a selected virtual user, click Privacy. The Privacy page
appears.
2) To exclude the virtual users’ name and information from the group or enterprise
directory, check Enable Directory Privacy.
3) To make this virtual user unavailable for Auto Attendant extension dialing, check Auto
Attendant Extension Dialing Privacy.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 169 OF 519
 4) To make this virtual user unavailable for Auto Attendant name dialing, check Auto
Attendant Name Dialing Privacy.
5) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

5.2.9 Configure Call Recording Mode

Use the Call Control – Call Recording page to set the recording mode for the Auto
Attendant, Call Center, or Route Point virtual user.

Figure 130 Auto Attendant – Call Recording

NOTE: This page only appears if the virtual user has been assigned the Call Recording service.

1) On the Call Control menu page for a selected virtual user, click Call Recording. The
Call Recording page appears.
2) Set the recording mode:
− To record all calls, check Always.
− To disable recording of calls, check Never.
3) To record calls to the virtual user’s voice mailbox, check the Record Voice Messaging
box.

NOTE: This check box is only displayed if the virtual user has been assigned the Voice
Messaging User service.

4) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 170 OF 519
 5.3 Auto Attendant
An Auto Attendant serves as an automated receptionist that answers the phone and
provides a personalized message to callers. It can be configured to provide callers with
the option to connect to the operator, dial by name or extension, leave a message, listen
to recorded announcements, or connect to configurable extensions.
The type of Auto Attendant you can create depends on the Auto Attendant service
authorized to your group and your system configuration, and can be:
 In XS mode, Auto Attendant.
 In AS mode, Auto Attendant – Basic or Auto Attendant – Standard.
A Basic Auto Attendant or an Auto Attendant can be used in a standalone or multilevel
configuration.
 For a standalone configuration, the service can transfer calls to another number,
access extension dialing, access name dialing, or connect to the operator.
 For a multilevel configuration, one Auto Attendant functions as the top-level (entry)
service. From this level, other Auto Attendants function at the departmental level.
Finally, additional Auto Attendants can function at the individual user level. Phone
numbers in the dialing menu on an upper level lead to the phone numbers for Auto
Attendants at the next level down.
A Standard Auto Attendant has a multilevel configuration option built in.
Auto Attendant has the following specific administrative procedures:
 Add Auto Attendant
 Access Auto Attendant Profile Menu
 Access Auto Attendant Menus Menu
 Define Business Hours Service
 Define After Hours Service
 Define Holiday Service (Standard Auto Attendant)
 Manage Submenus (Standard Auto Attendant)
 Modify or Delete Auto Attendant

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 171 OF 519
 5.3.1 List Auto Attendants
You use the Group – Auto Attendant page to list the Auto Attendants defined for your
group.

Figure 131 Group – Auto Attendant (AS Mode)

On the Group – Services menu page, click Auto Attendant. The Group – Auto Attendant
page appears.
The following information is provided for each Auto Attendant.
Column Description

Active A checkmark in this column indicates that the Auto Attendant is active. It can be
activated or deactivated by checking or unchecking the box.

Name The name of the Auto Attendant.

Type The Auto Attendant's type: Basic or Standard. Not available in XS mode.

Video A checkmark in this column indicates that the video service is enabled for the
Auto Attendant. For a Basic Auto Attendant, this option is available only if the
group has the Auto Attendant – Basic Video service assigned. For an Auto
Attendant, this option is available only if the group has the Auto Attendant –
Video service assigned.

Phone Number The Auto Attendant’s phone number.

Extension The Auto Attendant’s extension.

Department The Auto Attendant's department. When this field is empty, the Auto Attendant
belongs to the group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 172 OF 519
 5.3.2 Add Auto Attendant
Use the Group – Auto Attendant Add page to add an Auto Attendant.

Figure 132 Group – Auto Attendant Add (Basic)

Figure 133 Group – Auto Attendant Add (Standard)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 173 OF 519
 Figure 134 Group – Auto Attendant Add (XS Mode)

1) On the Group – Services menu page, click Auto Attendant. The Group – Auto
Attendant page appears.
2) To add an Auto Attendant, click Add; to add a Standard Auto Attendant, click Add
Standard; to add a Basic Auto Attendant, click Add Basic. The Group – Auto
Attendant Add page appears.

NOTE: The Add buttons that are available to you depend on the Auto Attendant service
authorized to your group and your system configuration.

3) Type or select information for the Auto Attendant as described in the following table.
An asterisk (*) indicates required data.
Field Values Description

Auto 6 through 80 characters. Can Type an ID in the input box for the Auto
Attendant ID only contain letters, digits, single Attendant.
* quotes, periods, semicolons, or
the following symbols: #, $, %, &,
+, -, /, =, ?, |, _, ~, !, `, ^, {, }.

Domain The drop-down box lists the Click the drop-down arrow to choose a domain
available domains. for the Auto Attendant.

Name 1 through 30 characters. Can Type a name for the Auto Attendant.
contain special characters and
spaces.

Calling Line 1 through 30 characters. Cannot Type the last name to be displayed on lines with
ID Last contain % and + symbols, Caller ID.
Name backslashes, double quotes, or
extended ASCII characters.

Calling Line 1 through 30 characters. Cannot Type the first name to be displayed on lines
ID First contain % and + symbols, with Caller ID.
Name backslashes, double quotes, or
extended ASCII characters.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 174 OF 519
 Field Values Description

Calling Line 1 through 20 digits in the national Enter the phone number to use for calling line
ID Phone format or 3 through 22 characters ID services.
Number (not in E.164 format. Spaces and NOTE 1: This input box only appears when the
available in dashes are allowed but do not CLID policy in effect for the virtual subscriber is
XS mode) count toward the length of the to use a configurable CLID.
phone number.
NOTE 2: Upon saving, the CLID phone number
is stored either as entered or after being
normalized to E.164 format. The format is
decided by the system administrator and
specified below the text box.

Hiragana 1 through 30 characters. Enter a character-based name. This input box

Last Name is designed for specific markets. It does not
appear unless configured by the system
administrator.

Hiragana 1 through 30 characters. Enter a character-based name. This input box

First Name is designed for specific markets. It does not
appear unless configured by the system
administrator.

Department The drop-down list displays all The department of the user.
departments in your group, and if NOTE: You cannot assign an attendant to
your group is part of an more than one department.
enterprise, all departments
created at the enterprise level by
your enterprise administrator.

Language The drop-down box lists all Language in which service announcements and
languages configured for your treatments for incoming and outgoing calls for
system. the user are played.
Default is English (U.S. English) unless
provisioned otherwise.

Time Zone The drop-down box lists time Click the drop-down arrow to choose a time
zones from which to choose. zone for the Auto Attendant.

Network The drop-down box lists network Click the drop-down arrow to choose a network
Class of classes of service assigned to class of service for the Auto Attendant.
Service (not your group.
available in
XS mode)

Enable Video This is a check box. Select this box to play video greetings for calls.
Support For an Auto Attendant or a Basic Auto
Attendant, this check box is present only when
the Auto Attendant – Video or Auto Attendant –
Basic Video group service is assigned to the
group.

Business The drop-down box lists the time Select the time schedule that defines the
Hours (Auto schedules available for your business hours for the Auto Attendant. During
Attendant or group. non-business hours, callers hear the After
Basic Auto Hours greeting and dialing menu. For more
Attendant) information on defining schedules, see
Schedules in the BroadWorks Application
Server Group Web Interface Administration
Guide – Part 1.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 175 OF 519
 Field Values Description

Holiday The drop-down box lists the Select the holiday schedule for the Auto
Schedule holiday schedules available for Attendant.
(Auto your group. On a scheduled holiday, callers hear the After
Attendant or Hours greeting and dialing menu.
Basic Auto
Attendant) For more information on defining schedules,
see Schedules in the BroadWorks Application
Server Group Web Interface Administration
Guide – Part 1.

Scope of Group, Department Specify whether extension dialing applies

extension across the department, group, or enterprise (if
dialing your group is part of an enterprise) of the Auto
Attendant.

Scope of Group, Department Specify whether name dialing applies across

name dialing the department, group, or enterprise (if your
group is part of an enterprise) of the Auto
Attendant.

Name Dialing LastName + FirstName, Define how a caller should say the name of the
Entries LastName + FirstName and person they want to reach:
FirstName + LastName LastName + FirstName
The caller must first say the last name of the
person and then say the first name.
LastName + FirstName and FirstName +
LastName
The caller can say either the last name and
then the first name of the person, or the first
name and then the last name.

Transfer to The number of seconds can be Enter the time is seconds after which the call is
the operator from 1 through 60. transferred to the operator if the caller does not
after <X> select an option (enter a digit) from the Auto
seconds of Attendant main menu after the initial message.
inactivity (not
available in
XS mode)

4) Save your changes. Click OK. In AS mode, the Group – Auto Attendant page
appears. In XS mode, the Group – Business Hours Menu page appears. For
information on defining business hours menu, see section 5.3.6 Define Business
Hours Service.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 176 OF 519
 5.3.3 Access Auto Attendant Profile Menu
Once an Auto Attendant is created, use the Auto Attendant – Profile menu to access the
pages where you can view and configure Auto Attendant information.

Figure 135 (Standard) Auto Attendant – Profile Menu

On the Group – Auto Attendant page, click Edit or any item on the row for the Auto
Attendant. The Auto Attendant – Profile menu page appears.

NOTE: The Submenus menu item only appears for Standard Auto Attendants.

5.3.4 Manage Submenus (Standard Auto Attendant)

You use submenus to define multilevel menus for Standard Auto Attendants.
The Standard Auto Attendant has the following administrative procedures for managing
submenus:
 List or Delete Submenus
 Add Submenu
 Modify Submenu from Within Another Menu
 Modify or Delete Submenu
 View Submenu Usage

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 177 OF 519
 5.3.4.1 List or Delete Submenus
You use the Auto Attendant – Auto Attendant Submenus page to view the submenus
defined for a selected Auto Attendant.

Figure 136 Auto Attendant – Auto Attendant Submenus

1) On the Auto Attendant – Profile menu page for the selected Auto Attendant, click
Submenus. The Auto Attendant – Auto Attendant Submenus page appears.
2) To delete a submenu, check the Delete box on the row of the submenu to delete.
3) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.

WARNING: The Delete operation is final and cannot be undone.

NOTE: You cannot delete a submenu that is in use. You must first remove the submenu from
any menu where it is currently used. You can see the submenu usage on the Usage tab of the
Auto Attendant Submenu Modify page.

To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 178 OF 519
 5.3.4.2 Add Submenu
Use the Auto Attendant – Auto Attendant Submenu Add page to create a submenu for the
Auto Attendant.

NOTE: BroadWorks accepts .WAV and .WMA audio file formats and .MOV and .3GP video file
formats.

Figure 137 Auto Attendant – Auto Attendant Submenu Add

1) On the Auto Attendant – Profile menu page for the selected Auto Attendant, click
Submenus. The Auto Attendant – Auto Attendant Submenus page appears.
2) Click Add. The Auto Attendant – Auto Attendant Submenu Add page appears.
3) In the Submenu ID text box, enter an identifier for the submenu. You can enter from 1
through 40 characters including spaces.
4) Configure the greeting for the submenu. The greeting is played when the user selects
the submenu.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 179 OF 519
 − Select Default Greeting to play a generic system recording. Callers hear a
greeting similar to the following:
To return to the previous menu, press 9.
− Select Personal Greeting to play a custom recording. Select an audio file with
your greeting from the Audio drop-down list. If your Auto Attendant has video
support enabled, you can also select a video file with your greeting from the Video
drop-down list. Callers hear a custom recording, such as the following:
You have reached the customer service department of ABC Distributing. To dial
an extension, press 1. To use our automated name directory, press 2. To place
an order, press 3. To listen to our current specials, press 4. To repeat this menu,
press the pound key. To go back to the previous menu, press the star key. To
reach an operator, press 0 or stay on the line.
5) Enable or disable extension dialing at any time. Check or uncheck Enable extension
dialing at any time. Enabling this feature allows the caller to dial an extension without
having to select an option first. The caller can interrupt the greeting.
6) Specify menu options for callers. Options for callers include the ability to reach the
operator, reach company employees by extension or by name, leave a voice
message, or listen to an announcement.
The following table explains the data to provide for each option.
Field Description

Key A key on a telephone keypad to which you can assign an action. You can define
a menu option for each numeric key, one for the * key and one for the # key.

Description Optional description of the menu option.

Action An action performed when the key is pressed by the caller.

Action Data Some actions require you to specify additional information, such as a phone
number, audio file, or submenu. A box in the Action Data column appears for
options that require additional data.

The options in the following table may be included in the submenu.

Key Description Action Prompt and What Happens

0 Group Transfer to “Please stay on the line while your call is transferred
operator operator to the operator.”
Call is transferred to the number in the Action Data
column.

1 Dial by Extension "Please dial the extension of the party you are trying
extension dialing to reach."
Access to extension dialing is provided.

2 Dial by name Name dialing "Using the keys on the touchtone phone, enter the
name of the person you wish to reach."
Access to name dialing is provided.

3 Current Play "This month's specials include 20% off on all our
specials announcement winter equipment. You can obtain additional 10% by
shopping online. For details, visit our website at
www.abcdistributing.com."
Call returns to the current menu.

4 Orders call Transfer with “Please wait while your call is transferred to Orders.”
center prompt Call is transferred to the number in the Action Data
column.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 180 OF 519
 Key Description Action Prompt and What Happens

# Listen to Repeat menu Menu greeting is played.

menu

* Previous Return to The greeting for the previous menu is played.

menu previous
menu.

5-9 Not defined --- Menu greeting is played.

− For each menu option you want to define, select an action from the drop-down list
in the Action column, and provide a short text description for each option in the
Description column. The Action control offers the following choices.
Action Explanation

Transfer with prompt This informs the caller that they are being transferred and
transfers the call to the phone number you provide in the Action
Data column.

Transfer without prompt This transfers the call to the phone number you provide in the
Action Data column without playing any prompt to the caller.

Transfer to operator The caller is played a message informing them that they are being
transferred to the operator and the call is transferred to the
number in the Action Data column.

Transfer to submenu The caller is transferred to the submenu and played the greeting
(Standard Auto Attendant) defined for that submenu.

Name dialing The caller is provided with access to name dialing and asked to
enter the name of the party they are trying to reach.

Extension dialing The caller is provided with access to extension dialing and asked
to provide an extension.

Transfer to mailbox The caller is asked for an extension and then transferred to the
voice mailbox at that extension.

Play announcement The announcement provided in the Action Data column is played
to the caller and the call returns to the current menu.

Repeat menu The menu options are played to the caller.

Return to previous menu The caller is transferred to the previous menu and the greeting for
the previous menu is played.

Exit The caller is thanked for calling and the call is released.

-- Indicates that no action has been selected. Menu greeting is

played to the caller.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 181 OF 519
 − If applicable, provide action data:
− If you selected an action that requires a phone number, enter a phone
number in the Phone Number text box. Phone numbers can include feature
access code prefixes (*##) to activate the following feature access code
services: Calling Line ID Delivery Blocking per Call, Calling Line ID Delivery
per Call, Direct Voice Mail Transfer, Speed Dial 8, Speed Dial 100, or
Diversion Inhibitor. For example, if you enter the feature access code for
Speed Dial 8, the call transfers directly to the digits mapped for the provided
speed code.
− If you selected an action that requires an audio file, select a file with your
greeting from the Audio drop-down list. If your Auto Attendant has video
support enabled, you can also select a file from the Video drop-down list.
− If you selected Transfer to Submenu, select a submenu from the drop-down
list. Note that the list is empty if submenus have not been created. To make
modifications to the selected submenu, click Configure Submenu. Your
current changes are saved and the Auto Attendant Submenu Modify page for
the selected submenu appears. To modify the submenu, see section 5.3.4.3
Modify Submenu from Within Another Menu.
7) Click OK. OK saves your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 182 OF 519
 5.3.4.3 Modify Submenu from Within Another Menu
You use the Auto Attendant Submenu Modify page to modify a submenu from inside
another menu.

Figure 138 Auto Attendant – Auto Attendant Submenu Modify

1) Modify information as required. For information about the settings on this page, see
section 5.3.4.2 Add Submenu.
2) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the page for the menu from which you came to this page.
To cancel your changes click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 183 OF 519
 5.3.4.4 Modify or Delete Submenu
You use the Auto Attendant – Auto Attendant Submenu Modify page to modify or delete a
selected submenu.

Figure 139 Auto Attendant – Auto Attendant Submenu Modify

1) On the Auto Attendant – Profile menu page for the selected Auto Attendant, click
Submenus. The Auto Attendant – Auto Attendant Submenus page appears.
2) Click Edit on the row of the submenu to modify. The Auto Attendant – Auto Attendant
Submenu Modify page appears.
3) To delete the submenu, click Delete. The previous page appears.

NOTE: You cannot delete a submenu that is in use. You must first remove the submenu from
any menu where it is currently used. You can see the submenu usage on the Usage tab.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 184 OF 519
 4) Modify information as required. For information about the options available on this
page, see section 5.3.4.2 Add Submenu.
5) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

5.3.4.5 View Submenu Usage

You use the Auto Attendant – Auto Attendant Submenu Usage page to view the menus
and submenus that use a selected submenu.

Figure 140 Auto Attendant – Auto Attendant Submenu Modify – Usage

1) On the Auto Attendant – Profile menu page for the selected Auto Attendant, click
Submenus. The Auto Attendant – Auto Attendant Submenus page appears.
2) Click Edit in the row of the target submenu. The Auto Attendant – Auto Attendant
Submenu Modify page appears.
3) Click the Usage tab.
4) Click OK to return to the previous page.
Or to edit a menu that uses this submenu, click Edit in the row of the submenu to edit.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 185 OF 519
 5.3.5 Access Auto Attendant Menus Menu (AS Mode)
You use the Auto Attendant – Menus page to define fist-level greetings and menu options
for a selected Auto Attendant.

Figure 141 (Standard) Auto Attendant – Menus Menu

On the Auto Attendant – Profile menu page, in the Options list click Menus to access the
Auto Attendant – Menus menu page.
The Holiday Menu item only appears for Standard Auto Attendants.

5.3.6 Define Business Hours Service

Use the Auto Attendant – Business Hours Menu page to select the business hours
greeting for the Auto Attendant and to specify the dialing menu of prompts and actions to
be used during business hours. An example of a dialing prompt is “Dial 1 to reach
Marketing”.

NOTE: BroadWorks accepts .WAV and .WMA audio file formats and .MOV and .3GP video file
formats.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 186 OF 519
 Figure 142 Auto Attendant – Business Hours Menu (AS Mode)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 187 OF 519
 Figure 143 Auto Attendant – Business Hours Menu (XS Mode)

1) In AS mode, select Menus from the Options list and click Business Hours Menu on
the Auto Attendant – Menus menu page. The Auto Attendant – Business Hours Menu
page appears.
2) Specify business hours greeting:
− Select Default Greeting to play a generic system recording that does not identify
your company by name. Callers hear a greeting similar to the following:
Welcome. Your call is being answered by an automated attendant.
If you know your party's extension, press 1.
To use our automated name directory, press 2.
If you would like to speak with an operator, press 0.
Thank you for calling.
− Select Personal Greeting to play a custom recording.
− In AS mode, select an audio file with your greeting from the Audio drop-down
list. If your Auto Attendant has video support enabled, you can also select a
video file with your greeting from the Video drop-down list.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 188 OF 519
 − In XS mode, type the path and file name of a .WAV file with your greeting in
the Browse for a new audio greeting text box, or click Browse to select a file
on your computer. If your Auto Attendant has video support enabled, you
can also type the path and file name of a .MOV file with your greeting in the
Browse for a new video greeting text box, or click Browse to select a file on
your computer.
Callers hear a custom recording, such as the following:
Welcome to ABC Distributing. If you know the extension of the party you are
trying to reach, dial it now. To use our automated name directory, press 2. To
reach customer service, press 3. To reach the operator, press 0, or stay on the
line.

NOTE: You can also record personal greetings for the Auto Attendant using the group voice
portal.

3) Enable or disable first-level extension dialing. Check or uncheck Enable first-level

extension dialing. Enabling this feature is more convenient for callers who know the
extension of the person they want to reach.
4) Specify menu options for callers. Options for callers include the ability to reach the
operator, reach company employees by extension or by name, reach company
departments or other pre-configured destinations, leave voice messages, or listen to
announcements.
The following table explains the data to provide for each option.
Field Description

Key A key on a telephone keypad to which you can assign an action. You can
define a menu option for each numeric key, one for the * key and one for
the # key.

Description Optional description of the menu option.

Action An action performed when the key is pressed by the caller.

Action Data Some actions also require you to specify additional information, such as a
phone number, audio file, or submenu. Controls in the Action Data column
appear for options that require additional data.

For example, the menu for an Auto Attendant or Basic Auto Attendant might include
these options.
Key Description Action Prompt and What Happens

0 Group Transfer to “Please stay on the line while your call is transferred
operator operator to the operator.”
Call is transferred to the number in the Action Data
column.

1 Dial by Extension "Please dial the extension of the party you are trying
extension dialing to reach."
Access to extension dialing is provided.

2 Dial by Name "Using the keys on the touchtone phone, enter the
name dialing name of the person you wish to reach."
Access to name dialing is provided.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 189 OF 519
 Key Description Action Prompt and What Happens

3 Customer Transfer “Please wait while your call is transferred to Customer

Service with prompt Service.”
department Call is transferred to the number in the Action Data
column.

4-9, *, Not defined --- Menu greeting is played.

#

The menu for a Standard Auto Attendant might include the following options.
Key Description Action Prompt and What Happens

0 Group Transfer to “Please wait while your call is transferred to the

operator operator operator.”
Call is transferred to the number in the Action Data
column.

1 Dial by Extension "Please dial the extension of the party you are trying
extension dialing to reach."
Access to extension dialing is provided.

2 Dial by Name dialing "Using the keys on the touchtone phone, enter the
name name of the person you wish to reach."
Access to name dialing is provided.

3 Customer Transfer to Call is transferred to the submenu specified in the

Service submenu Action Data column and the submenu greeting is
department played.

4-9, Not defined --- Menu greeting is played.

*, #

− For each menu option you want to define, select an action from the drop-down list
in the Action column. The following actions are available to choose from.
Action Explanation

Transfer with prompt This informs the caller that they are being transferred
and transfers the call to the phone number you
provide in the Action Data column.

Transfer without prompt This transfers the call to the phone number you
provide in the Action Data column without playing any
prompt to the caller.

Transfer to operator The caller is played a message informing them that

they are being transferred to the operator and the call
is transferred to the number in the Action Data
column.

Transfer to submenu (Standard Auto The caller is transferred to the submenu and played
Attendant) the greeting defined for that submenu.

Name dialing The caller is provided with access to name dialing and
asked to enter the name of the party they are trying to
reach.

Extension dialing The caller is provided with access to extension dialing

and asked to provide an extension.

Transfer to mailbox (not available in The caller is asked for an extension and then
XS mode) transferred to the voice mailbox at that extension.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 190 OF 519
 Action Explanation

Play announcement (not available in The announcement provided in the Action Data
XS mode) column is played to the caller and the call returns to
the current menu.

Repeat menu The menu options are played to the caller.

Exit The caller is thanked for calling and the call is

released.

-- Indicates no action has been selected. Menu greeting

is played to the caller.

− For actions that require additional data, provide the data as follows:
− If you selected an action that requires a phone number, enter a phone
number in the Phone Number text box. Phone numbers can include Feature
Access Code prefixes (*##) to activate the following Feature Access Code
services: Calling Line ID Delivery Blocking per Call, Calling Line ID Delivery
per Call, Direct Voice Mail Transfer, Speed Dial 8, Speed Dial 100, or
Diversion Inhibitor. For example, if you enter the Feature Access Code for
Speed Dial 8, the call transfers directly to the digits mapped for the provided
speed code.
− If you selected an action that requires an audio or video file:
− In AS mode, select a file with your greeting from the Audio drop-down
list. If your Auto Attendant has video support enabled, you can also
select a file from the Video drop-down list
− In XS mode, type the path and file name of a .WAV or .WMA file with
your greeting in the Audio File text box, or click Browse to select a file on
your computer. Type the path and file name of a .MOV or .3GP file with
your greeting in the Video File text box, or click Browse to select a file on
your computer.
In addition, for a Standard Auto Attendant:
− If you selected Transfer to Submenu, select a submenu from the drop-down
list. Note that the list is empty if submenus have not been created. To create
a submenu, see section 5.3.4.2 Add Submenu. To make modifications to the
selected submenu, click Configure Submenu. Your current changes are
saved and the Auto Attendant Submenu Modify page for the selected
submenu appears. To modify the submenu, see section see section 5.3.4.3
Modify Submenu from Within Another Menu.
5) Save your changes.
− In AS mode, click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
− In XS mode, click OK. OK saves your changes and displays the Group – After
Hours Menu page. For information on defining the after-hours menu, see section
5.3.7 Define After Hours Service.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 191 OF 519
 5.3.7 Define After Hours Service
Use the Auto Attendant – After Hours Menu page to select the greeting and dialing menu
(prompts and actions) to be used outside business hours. An example of a dialing prompt
is “We are closed. Dial 0 to reach the operator.”

NOTE: BroadWorks accepts .WAV and .WMA audio file formats and .MOV and .3GP video file
formats.

Figure 144 (Standard) Auto Attendant – After Hours Menu (AS Mode)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 192 OF 519
 Figure 145 Auto Attendant – After Hours Menu (XS Mode)

1) In AS mode, select Menus from the Options list and click After Hours Menu. The
Auto Attendant – After Hours Menu page appears.
2) Select after hours greeting from the following options:
− Check Default Greeting to play a generic system recording that does not identify
your company by name. Callers hear a greeting similar to the following:
Welcome. Our offices are now closed.
If you know your party's extension, press 1.
To use our automated name directory, press 2.
Thank you for calling.
− Select Personal Greeting to play a custom recording.
− In AS mode, select an audio file with your greeting from the Audio drop-down
list. If your Auto Attendant has video support enabled, you can also select a
video file with your greeting from the Video drop-down list.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 193 OF 519
 − In XS mode, type the path and file name of a .WAV file with your greeting in
the Browse for a new audio greeting text box, or click Browse to select a file
on your computer. If your Auto Attendant has video support enabled, you
can also type the path and file name of a .MOV file with your greeting in the
Browse for a new video greeting text box, or click Browse to select a file on
your computer.
Callers hear the personal greeting you recorded, such as:
Welcome to ABC Distributing. Our offices are now closed. To leave a message
at an extension, press 1. To use our automated name directory, press 2. For our
regular business hours, press 3. Thank you for calling.

NOTE: You can also record personal greetings for the Auto Attendant using the group voice
portal.

3) Enable or disable first-level extension dialing:

− Check or uncheck Enable first-level extension dialing. Enabling this feature is
more convenient for callers who know the extension of the person they want to
reach.
4) Specify the business hours. Select a time schedule from the Business Hours drop-
down list. The greeting and dialing menu defined on this page apply outside business
hours.
5) Specify menu options for callers. For available settings, see section 5.3.6 Define
Business Hours Service.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 194 OF 519
 5.3.8 Define Holiday Service (Standard Auto Attendant)
Use the Auto Attendant – Holiday Menu page to select the greeting and dialing menu
(prompts and actions) to be used during holidays. An example of a dialing prompt is “We
are closed. Dial 0 to reach the operator.”

NOTE: BroadWorks accepts .WAV and .WMA audio file formats and .MOV and .3GP video file
formats.

Figure 146 Auto Attendant – Holiday Service

1) On the Auto Attendant – Profile menu page, select Routing Policies from the Options
list. The Auto Attendant – Routing Policies menu page appears.
2) Click Holiday Menu. The Auto Attendant – Holiday Menu page appears.
3) Select holiday greeting from the following options:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 195 OF 519
 − Check Default Greeting to play a generic system recording that does not identify
your company by name. Callers hear a greeting similar to the following:
Welcome. Our offices are now closed.
If you know your party's extension, press 1.
To use our automated name directory, press 2.
Thank you for calling.
− Select Personal Greeting to play a custom recording. Select an audio file with
your greeting from the Audio drop-down list. If your Auto Attendant has video
support enabled, you can also select a video file with your greeting from the Video
drop-down list. Callers hear a custom recording, such as the following:
Welcome to ABC Distributing. Our offices are closed for holidays. To leave a
message at an extension, dial 1. For our regular business hours, press 3. Thank
you for calling.

NOTE: You can also record personal greetings for the Auto Attendant using the group voice
portal.

4) Enable or disable first-level extension dialing. Check or uncheck Enable first-level

extension dialing. Enabling this feature is more convenient for callers who know the
extension of the person they want to reach.
5) Specify the holiday schedule. Select a holiday schedule from the Holiday Schedule
drop-down list. The greeting and dialing menu defined on this page apply during the
holiday schedule.
6) Specify the menu options for callers. For available settings, see section 5.3.6 Define
Business Hours Service.
7) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 196 OF 519
 5.3.9 Modify or Delete Auto Attendant
Use the Group – Auto Attendant Modify page to modify or delete an Auto Attendant. From
this page, you modify the greeting and dialing menu for the business hours of the Auto
Attendant.

Figure 147 Auto Attendant – Auto Attendant Modify (AS Mode)

Figure 148 Auto Attendant – Auto Attendant Modify (XS Mode)

1) On the Group – Services menu page, click Auto Attendant. The Group – Auto
Attendant page appears.
2) Click Edit or any item on the row for the Auto Attendant. The Group – Auto Attendant
Modify page appears.
3) To delete the Auto Attendant, click Delete. The previous page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 197 OF 519
 4) To change the Auto Attendant ID, click Change User ID. The Group – Change User
ID page appears. Enter the new Auto Attendant ID, select the domain from the drop-
down list, and then click OK. The ID must be from 6 through 80 characters and can
only contain letters, digits, single quotes or the following symbols: #, $, %, &, *, +, -, /,
=, ?, ;, ., |, _, ~, !, `, ^, {, }.
5) To modify information for the Auto Attendant, type or select information as described
in section 5.3.2 Add Auto Attendant.
6) Click Apply or OK. Apply saves you changes. OK saves your changes and displays
the previous page.
To exit without saving, select another page or click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 198 OF 519
 5.4 Call Park
The Call Park service allows the user to park a call against an extension so that any
member of the group or enterprise can retrieve it.
The Group Call Park service provides a hunting mechanism so that when parking a call,
the service hunts for an available user in the parking user’s Call Park group as a place to
park the call instead of trying only one user.
You use the following specific administrative procedures to configure Call Park and Group
Call Park services:
 Configure Call Park and Group Call Park Settings
 Assign Alternate Recall User for Call Park
 Add Call Park Group
 Modify or Delete Call Park Group
 Assign Alternate Recall User for Call Park Group

5.4.1 Configure Call Park and Group Call Park Settings

Use the Group – Call Park page to configure Call Park and Group Call Park settings for
the group. The page also displays the Call Park groups and provides an entry way for
new Call Park groups to be added and existing Call Park groups to be modified.

Figure 149 Group – Call Park

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 199 OF 519
 1) On the Group – Services menu page, click Call Park. The Group – Call Park page
appears.
Settings for Call Park:
2) Select the recall option, which determines where the parked call is sent when the
recall timer expires. For Recall To select from the following:
− Alert parking user only to alert only the user who parked the call.
− Alert parking user first, then alternate user to first alert the user who parked the
call and then alert the alternate user if the parking user does not answer the
recall.
− Alert alternate user only to alert only the alternate user.

NOTE: The Recall To setting is initially set to Alert parking user only. You can only change the
setting after you assign an alternate recall user. To assign an alternate recall user for Call Park,
follow the procedure in section 5.4.2 Assign Alternate Recall User for Call Park.

Settings for Group Call Park:

3) In the Display Timer drop-down list, select the time in seconds.
The Display Timer option controls how long the Application Server waits before
automatically releasing the call that is used to park a call with Group Call Park. The
Display Timer has a range from 2 through 15 seconds. The default is “45” seconds.
4) To announce to the parking user the phone number or extension of the destination
against which the call has been parked, check Enable parked destination
announcement.

NOTE: There is a single parked destination-announcement option. Individual Call Park groups
do not have their own parked destination-announcement options.

Settings for All Parked Calls:

5) Select the ring pattern for recalled calls from the Ring Pattern for Recalled Calls drop-
down list. This allows users to distinguish between new and recalled calls.
6) Configure the time after which the parked call is recalled. In the Recall Timer box,
enter the recall time in seconds. The Recall Timer has a range from 30 through 600
seconds. The default is “45” seconds.
7) Configure the time after which the alternate user is called (if configured). In the Alert
Alternate Recall User Wait Time box enter the time in seconds. This timer has a
range from 30 through 600 seconds. The default is “45” seconds.
8) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 200 OF 519
 5.4.2 Assign Alternate Recall User for Call Park

NOTE: Only a hunt group can be used as an alternate recall user.

Use the Group – Assign Alternate Recall User page to specify a hunt group to which a call
can be presented, in addition to or instead of the parking user, when the call is recalled.
This setting applies to the Call Park service. To configure alternate recall users for a Call
Park group, see section 5.4.5 Assign Alternate Recall User for Call Park Group.

Figure 150 Group – (Call Park) Select Alternate Recall User

1) On the Group – Services menu page, click Call Park. The Group – Call Park page
appears.
2) Click the Select Alternate Recall User link. The Group – Select Alternate Recall
User page appears. This also saves any changes you made on the Call Park page.
3) Use the search function to find available hunt groups.
4) In the Available Hunt Groups column, select a hunt group and click Select >. The
selected hunt group appears in the Selected Hunt Group column.

NOTE: There can only be one alternate recall user (hunt group), so if there already is an
alternate hunt group selected, it will be replaced by the one you select.

5) To remove the hunt group from the Selected User column, click Remove <.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 201 OF 519
 NOTE: The remove operation will fail if either Alert parking user first, then alternate user or Alert
alternate user only is selected for the Recall To setting on the Group –Call Park page. You need
to select Alert parking user only before performing the remove operation.

6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

5.4.3 Add Call Park Group

Use this page to create a Call Park group. Each group must have a unique name, and a
user can only be in one Call Park group. Required fields are marked with an asterisk (*).

Figure 151 Group – Group Call Park Add

1) On the Group – Services menu page, click Call Park. The Group – Call Park page
appears.
2) Click Add. The Group Call Park Add page appears.
3) In the Group Name text box, specify a group name, from 1 through 80 characters.
4) Select the recall option, which determines where the parked call is sent when the
recall timer expires. For Recall To select from the following:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 202 OF 519
 − Alert parking user only to alert only the user who parked the call
− Alert parking user first, then alternate user to first recall the user who parked the
call and the alternate user if the parking user does not answer the recall
− Alert alternate user only to alert only the alternate user

NOTE: The default is Alert parking user only. You can only change the setting after you assign
an alternate recall user to the Call Park group. To assign an alternate recall user, follow the
procedure in section 5.4.5 Assign Alternate Recall User for Call Park Group.

5) Add users to the Call Park group:

− To find a desired user, enter search criteria and click Search. For more
information on defining search criteria, see the BroadWorks Getting Started Web
Interface Administration Guide.
− In the Available Users column, select the users to assign and click Add >. Or to
assign all available users, click Add All >>.
You can select some or all of the items in a column. Item names are listed in
alphabetical order. To select several items in sequential order, click the first name,
hold down the SHIFT key on the keyboard, and click the last name. To select several
items, but not in a particular order, click the names while holding down the CTRL key
on the keyboard.
6) To remove one or more assigned users, in the Assigned Users column, select the
users and click Remove. Or to remove all assigned users, click Remove All.
7) Save your changes. Click OK. OK saves your changes and displays the previous
page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 203 OF 519
 5.4.4 Modify or Delete Call Park Group
You use this page to modify or delete a Call Park group. A group must have a unique
name and a user can only be in one Call Park group.

Figure 152 Group – Group Call Park Modify

1) On the Group – Services menu page, click Call Park. The Group – Call Park page
appears.
2) Click Edit or any item on the row for the Call Park group. The Group – Call Park
Modify page appears.
3) To delete the Call Park group, click Delete. The previous page appears.
4) Make the required changes. For information about the options available on this page,
see section 5.4.3 Add Call Park Group.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 204 OF 519
 5.4.5 Assign Alternate Recall User for Call Park Group

NOTE: For the Group Call Park service, you assign alternate recall users individually to each
Call Park group.

You use the Alternate Recall User tab on the Group – Call Park Add or Group – Call Park
Modify page to assign an alternate user for the selected Call Park group.

Figure 153 Group – Group Call Park Modify – Alternate Recall User

1) On the Group – Call Park Modify or Group – Call Park Add page, click Alternate
Recall User.
2) Use the search function to find available hunt groups.
3) In the Available Hunt Groups column, select a hunt group and click Add >. The
selected hunt group appears in the Selected Hunt Group column.
4) To remove the hunt group from the Selected Hunt Group column, click Remove <.

NOTE: The remove operation will fail if either Alert parking user first, then alternate user or Alert
alternate user only is selected for the Recall To setting on the Profile tab for the Call Park group.
You need to select Alert parking user only before performing the remove operation.

5) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 205 OF 519
 5.5 Call Pickup
The Call Pickup service enables a user to answer any ringing line within their pickup
group. A pickup group is a set of users to which an assigned call pickup service applies.
To pick up a ringing call, a user dials the call pickup star code. The user is then connected
to the caller. If more than one line in the pickup group is ringing, the call that has been
ringing the longest is answered.
More than one Call Pickup group can be established within a business group. Users can
belong to only one pickup group.
This type of virtual user has the following specific administrative procedures:
 Add Call Pickup Group
 Modify or Delete Call Pickup Group

5.5.1 Add Call Pickup Group

Use the Group – Call Pickup Add page to add a call pickup group to your group. On this
page, only users not already assigned to a Call Pickup group appear in the Available
Users column.
After Call Pickup has been set up, the user must dial the feature access code assigned for
this service. This code appears in the user’s Home page.

Figure 154 Group – Call Pickup Add

1) On the Group – Services menu page, click Call Pickup. The Group – Call Pickup
page appears.
2) Click Add. The Group – Call Pickup Add page appears.
3) Type the group name, from 1 through 80 characters.
4) Add users to the group:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 206 OF 519
 − To find a desired user, enter search criteria in the fields provided and click
Search. For more information on defining search criteria, see the BroadWorks
Getting Started Web Interface Administration Guide.
− In the Available Users column, select the users to be assigned. You can select
some or all of the items in a column. Item names are listed in alphabetical order.
To select several items in sequential order, click the first name, hold down the
SHIFT key on the keyboard, and click the last name. To select several items, but
not in a particular order, click the names while holding down the CTRL key on the
keyboard.
− To assign the selected users, click Add >. To move all users (unselected) at
once, click Add All >>.
5) Remove assigned users.
In the Assigned Users column, select the users and click Remove. To move all users
(unselected) at once, click Remove All.
6) Save your changes. Click OK. OK saves your changes and displays the previous
page.
To exit without saving, click Cancel or select another page.

5.5.2 Modify or Delete Call Pickup Group

Use the Group – Call Pickup Modify page to modify or delete a call pickup group in your
group. On this page, only users not already assigned to a call pickup group appear in the
Available Users column.

NOTE: To change the assignment of a user from one group to another, unassign the user from
the first group and then assign the user to his/her new group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 207 OF 519
 Figure 155 Group – Call Pickup Modify

1) On the Group – Services menu page, click Call Pickup. The Group – Call Pickup
page appears.
2) Click Edit or any item on the row for the call pickup group. The Group – Call Pickup
Modify page appears.
3) To delete the call pickup group, click Delete. The previous page appears.
4) Edit the group name, as required.
5) Add users to the group:
− To find a desired user, enter search criteria in the fields provided and click
Search. For more information on defining search criteria, see the BroadWorks
Getting Started Web Interface Administration Guide.
− In the Available Users column, select the users to be assigned. You can select
some or all of the items in a column. Item names are listed in alphabetical order.
To select several items in sequential order, click the first name, hold down the
SHIFT key on the keyboard, and click the last name. To select several items, but
not in a particular order, click the names while holding down the CTRL key on the
keyboard.
− To assign the selected users, click Add. To assign all users (unselected) at once,
click Add All.
6) Remove users from the group.
On the Assigned Users column, select the users and click Remove. To move all
users (unselected) at once, click Remove All.
7) Save your changes. Click OK. OK saves your changes and displays the previous
page. To exit without saving, select another page or click Cancel to display the
previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 208 OF 519
 5.6 Hunt Group
The Hunt Group service routes incoming calls that are not directed to a specific user
number to the next available user in the hunt group, according the Group Policy settings
for that hunt group.
This type of virtual user has the following specific administrative procedures:
 Add Hunt Group
 Configure SMDI Message Desk Service
 Configure Weighted Call Distribution
 Configure Directory Number Hunting
 Modify or Delete Hunt Group

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 209 OF 519
 5.6.1 Add Hunt Group
Use the Group – Hunt Group Add page to create a new hunt group and to enter basic
information for the hunt group. A hunt group is a virtual user and you provision it with
many of the attributes a user has.

Figure 156 Group – Hunt Group Add

1) On the Group – Services menu page, click Hunt Group. The Group – Hunt Group
page appears.
2) Click Add. The Group – Hunt Group Add page appears.
3) Type or select information for the hunt group. An asterisk (*) indicates required data.
Note that the Hiragana Last Name and Hiragana First Name input boxes are
designed for specific markets. They do not appear unless configured by your system
administrator.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 210 OF 519
 Field Values Description

Hunt Group ID * 6 through 80 characters. Can Enter a unique ID for the hunt group.
only contain letters, digits,
single quotes, periods,
semicolons, or the following
symbols: #, $, %, &, +, -, /, =,
?, |, _, ~, !, `, ^, {, }.

Domain The domain must be selected Select a domain from the drop-down list.
from the drop-down list of
domains available for your
group.

Name * 1 through 30 characters. Can Enter the name for the hunt group.
contain special characters
and spaces.

Calling Line ID 1 through 30 characters. Enter the last name to use for calling line
Last Name * Cannot contain % and + ID services.
symbols, backslashes, double
quotes, or extended ASCII
characters.

Calling Line ID 1 through 30 characters. Enter the first name to use for calling line
First Name * Cannot contain % and + ID services.
symbols, backslashes, double
quotes, or extended ASCII
characters.

Calling Line ID 1 through 20 digits in the Enter the phone number to use for calling
Phone Number national format or 3 through line ID services.
(not available in 22 characters in E.164 NOTE 1: The box only appears when the
XS mode) format. Spaces and dashes CLID policy in effect for the virtual
are allowed and do not count subscriber is to use a configurable CLID.
toward the length of the
phone number. NOTE 2: Upon saving, the CLID phone
number is stored either as entered or after
being normalized to E.164 format. The
format is decided by the system
administrator and specified below the text
box.

Hiragana Last 1 through 30 characters. Enter a character-based name. This input

Name box is designed for specific markets. It
does not appear unless configured by the
system administrator.

Hiragana First 1 through 30 characters. Enter a character-based name. This input

Name box is designed for specific markets. It
does not appear unless configured by the
system administrator.

Department The drop-down list displays Select a department if you want the hunt
all departments in your group, group to belong to a department.
and if your group is part of an
enterprise, all departments
created at the enterprise level
by your enterprise
administrator.

Language The drop-down box lists all Select the language in which service-
languages configured for your specific messages are played during calls
system. to the hunt group.
Default is English (U.S. English) unless
configured otherwise.

Time Zone The drop-down box lists time Click the drop-down arrow to choose a
zones from which to choose. time zone for the hunt group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 211 OF 519
 Field Values Description

Network Class of The drop-down box lists Select the network class of service from
Service (not network classes of service the drop-down list.
available in XS assigned to your group.
mode)

4) Select or unselect the Allow Call Waiting on Agents box. When the Directory Number
Hunting service has been assigned to a hunt group, you can assign Call Waiting to
hunt group agents so that they can handle more than one call directed to them,
regardless of their Call Waiting service status.
5) Check Allow members to control Group Busy to allow group members to control the
hunt group’s busy status.
6) Check Enable Group Busy to make the hunt group busy. When this policy is enabled,
calls to the hunting group receive busy treatment.
7) If you checked Enable Group Busy, you can also check Apply Group Busy When
Terminating Call to Agent to always apply the Enable Group Busy policy when calls
are made through the directory hunting number.
8) The Group Policy options configure the call distribution pattern for incoming calls.
Click the button for the type of setup you want.
Policy Description

Regular Sends incoming calls to the next available user in the hunt group.

Circular Sends incoming calls to users according to their position in a list. After
a call has been sent to the last user on the list, the next call is sent to
the user at the top of the list.

Simultaneous Sends incoming calls to all user numbers at the same time. Once the
call has been answered, the remaining calls to other users are
released.

Uniform Sends the current incoming call to the user who has been idle the
longest. After a user has answered a call, they are moved to the
bottom of the call queue.

Weighted Call Assigns calls randomly to users according to percentages you assign
Distribution on the Hunt Group – Weighted Call Distribution page.

9) The No Answer Settings specify how the service behaves if an agent does not answer
a call.
Input Box Description

Skip to next agent Select this box to have the system pass incoming unanswered calls to
after X rings the next user determined by the current group policy after the specified
number of rings.

Forward call after Select this box to forward calls that have not been answered by any
waiting X seconds user after the specified number of seconds to the specified phone
number. This box accepts values from 0 through 7200 seconds
(2 hours).

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 212 OF 519
 Input Box Description

Calls Forward to Enter the number where you want to transfer calls not answered in the
time specified by the Forward call after waiting X seconds control. If
this number is not one assigned to the group, type the complete
number: + <country code> <national number>.
Enter the FAC before the number to initiate one of the following
services:
 Calling Line ID Delivery Blocking per Call
 Calling Line ID Delivery Blocking Allowing per Call
 Direct Voice Mail Transfer

10) The Not Reachable Settings specify how the service behaves if a user is not
reachable.
Input Box Description

Enable Call Select this box to forward calls to the specified phone number when all
Forwarding Not agents are unreachable.
Reachable  When the Call Forwarding Not Reachable policy is enabled and all
agents are unreachable and not busy, the call is forwarded to the
specified phone number.
 When the Call Forwarding Not Reachable policy is enabled, the Make
Hunt Group busy when all available agents are not reachable setting is
not checked, and some agents are busy and the remaining agents are
unreachable, the call is sent to the unreachable destination.
 When the Call Forwarding Not Reachable policy is enabled, the Make
Hunt Group busy when all available agents are not reachable setting is
checked, and some agents are busy and the remaining agents are
unreachable, the call receives busy treatment.
Call Forward to Enter the number where you want the calls to be forwarded when all
agents are unreachable. If this number is not one assigned to the
group, type the complete number: + <country code> <national number>.

Make Hunt Group Check this box to apply busy treatment to calls when all available
busy when all agents are not reachable.
available agents This setting is ignored if Enable Call Forwarding Not Reachable setting
are not reachable is not checked.

11) Specify the hunt group's Calling Line ID presentation.

− Select Use the system default CLID configuration to use the setting defined at the
system level (displayed in parenthesis).
− Select Customize the CLID for this Hunt Group to use the setting defined on this
page and check or uncheck Include the Hunt Group Name in the CLID.
12) Assign users as members for the hunt group. If your group is part of an enterprise,
your hunt group may include any user in the enterprise.
− To find a desired user, enter search criteria in the fields provided and click
Search. For more information on defining search criteria, see the BroadWorks
Getting Started Web Interface Administration Guide.
− In the Available Users column, select the users to be assigned. You can select
some or all of the items in a column. Item names are listed in alphabetical order.
To select several items in sequential order, click the first name, hold down the
SHIFT key on the keyboard, and click the last name. To select several items, but
not in a particular order, click the names while holding down the CTRL key on the
keyboard.
− To assign the selected users, click Add. To assign all users, click Add All.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 213 OF 519
 13) Order assigned users. To change a user’s position on the list, select the user in the
Assigned Users column and click Move Up or Move Down until you place the user at
the desired position.
When the circular distribution policy is used, calls are assigned to users in the order
established on this page.
14) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.6.2 Configure SMDI Message Desk Service

The Simplified Message Desk Interface (SMDI) Message Desk service is assigned
exclusively to BroadWorks hunt groups to support a legacy voice mail system over an
analog interface. The analog interface consists of a legacy voice mail system phone
number and an SMDI interface.
For calls terminating on the hunt group, the SMDI Message Desk service sends the
following information about the call to the voice mail system over the analog interface:
 Calling number
 Called number
 Redirection information
This information is used by the voice mail system to redirect the calling party to the user’s
mailbox and provide the correct greeting.
The following figure shows how the SMDI Message Desk service allows BroadWorks to
interface to an external voice messaging system (VMS) accessed over an analog
interface.

Figure 157 SMDI Message Desk

In this configuration the:

 Analog lines of the legacy VMS are connected to an access gateway hosted by the
Application Server. Each analog line is mapped to a user/phone number in
BroadWorks.
 Voice mail server is the number of a hunt group in BroadWorks.
 SMDI Message Desk service provides the voice mail server with the redirection
information for the incoming call.
To provide this service, the group administrator needs to:
 Configure the access gateway for the group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 214 OF 519
  Define a user for each line of the VMS. Each of these users is assigned one of the
lines of the access gateway. To add users, see section 4.1.3 Add User.
 Define and configure a hunt group. This is the hunt group to be used to select a line
among the lines of the VMS. To achieve this, the users configured to represent each
line of the VMS must be added to the list of hunt group members. The phone number
given to the hunt group is the voice mail server address (as used in for Third-Party
Voice Mail Support). Although this application typically uses the “Regular” hunting
policy, all other hunting policies except for “simultaneous” are supported. For the
procedure to add and configure a hunt group, see section 5.6.1 Add Hunt Group.
 Assign the SMDI Message Desk service to the hunt group. For the procedure to
assign the service, see section 4.2.9 Assign or Unassign User Services.
 Configure the SMDI Message Desk service as follows:
− Enable the service.
− Assign a three-digit Message Desk Number. This number is included as a field
in the SMDI Call History Messages and is used by the VMS to uniquely identify
the hunt group.
− Enter a list of terminal servers to which the SMDI messages are sent. Each
terminal server is defined by a name, IP address, and port. These fields are
mandatory. If the list of terminal servers is empty, an alarm is generated at call
processing time.
 Configure the Third-Party Voice Mail Support service to use the phone number of the
newly created hunt group as voice mail server address. For the procedure to turn on
Third-Party Voice Mail Support service, see the BroadWorks Application Server
Group Web Interface Administration Guide – Part 1.
Configure the SMDI Message Desk Service

Figure 158 Hunt Group – SMDI Message Desk

1) On the Group – Services menu page, click Hunt Group. The Group – Hunt Group
page appears.
2) Click Edit or any item on the row for the hunt group. The Hunt Group – Profile menu
page appears.
3) Click the Incoming Calls option (left side of page). The Incoming Calls menu appears.
4) Click SMDI Message Desk. The SMDI Message Desk page appears.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 215 OF 519
 5) To turn the SMDI Message Desk service on, click “On”.
6) Type the message desk number in the input box. Message desk numbers are three
characters from 000 through 999. (If a message desk number is not provided, the
SMDI Message Desk service cannot be turned on.)
7) To apply your changes, click Apply.
To add terminal servers:
8) On the SMDI Message Desk page, click Add. The SMDI Message Desk Add page
appears.

Figure 159 Hunt Group – SMDI Message Desk Add

9) In the Name input box, type the name of the terminal server. This can be from 1
through 40 characters long and can contain special characters and spaces.
10) In the Address input box, type the terminal server address, which is an IP address or
host name and can be from 2 through 80 characters in length. Spaces and the “@”
symbol are not permitted.
11) In the Port input box, type the number of the port; this is a numeric value from 1
through 65536.
12) To save your changes, click OK. The SMDI Message Desk page appears.
13) To add another terminal server, repeat this procedure.
-or-
14) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 216 OF 519
 5.6.3 Configure Weighted Call Distribution
Use the Hunt Group – Weighted Call Distribution page to configure the Call Distribution
policy within your hunt group.
You can assign a percentage value to each user in the hunt group. When a new call
comes in, the system is more or less likely to assign that call to a given user according to
the values you set on this page. Users already occupied with a call are not included in the
random determination.

NOTE: The percentage values represent the statistical likelihood of each user receiving the next
incoming call. They are not exact guarantees or quotas.

Figure 160 Hunt Group – Weighted Call Distribution

1) On the Group – Services menu page, click Hunt Group. The Group – Hunt Group
page appears.
2) Click Edit or any item on the row for the Call Center. The Hunt Group – Profile menu
page appears.
3) Click Weighted Call Distribution. The Hunt Group – Weighted Call Distribution page
appears. This link will only appear if you have enabled the Weighted Call Distribution
policy on the profile page for this hunt group.
4) Assign a percentage value for each user in your hunt group using the input boxes
provided. The values must add up to exactly 100.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 217 OF 519
 5.6.4 Configure Directory Number Hunting
Use the Hunt Group – Directory Number Hunting page to configure Directory Number
Hunting for a hunt group.
When the hunt group has the Directory Number Hunting service assigned, you can
configure a Directory Number Hunting group for the hunt group.
The Directory Number Hunting service allows direct calls to an agent who is a member of
a Directory Number Hunting group to be handled by the hunt group policies, and the called
agent when unavailable can be skipped.
In addition, the service can be configured to allow calls to terminate to the agent’s device
first and/or to use the original agent’s service for busy and unanswered calls.

NOTE: A user can be assigned to only one Directory Number Hunting group.

Figure 161 Hunt Group – Directory Number Hunting

1) On the Group – Services menu page, click Hunt Group. The Group – Hunt Group
page appears.
2) Click Edit or any item on the row for the hunt group. The Hunt Group – Profile menu
page appears.
3) Click Directory Number Hunting. The Hunt Group – Directory Number Hunting
page appears.
4) Specify whether a direct call to an agent who is a member of the Directory Number
Hunting group, should be presented directly to the agent.
− To present the call to the agent first, check the Terminate Call to Agent First box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 218 OF 519
 − To redirect the call to the hunt group, uncheck the box.
5) For calls to an agent who is a member of the Directory Number Hunting group, specify
whether to use the hunt group’s or the agent’s service settings for busy and
unanswered calls when hunting is complete.
− To use the agent’s service settings, check Use Original Agent services for Busy
and No Answer call.
− To use the hunt group’s settings, unselect the box.
6) Assign members of the hunt group to the Directory Number Hunting group.
− In the Available Users column, select the users to be assigned to the Directory
Number Hunting group. You can select some or all of the items in a column.
Item names are listed in alphabetical order. To select several items in sequential
order, click the first name, hold down the SHIFT key on the keyboard, and click
the last name. To select several items, but not in a particular order, click the
names while holding down the CTRL key on the keyboard.
− To assign the selected users, click Add. To assign all users (unselected) at once,
click Add All.
7) Unassign users.
− In the Assigned Users column, select the users and click Remove. To unassign
all users (unselected) at once, click Remove All.
8) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 219 OF 519
 5.6.5 Modify or Delete Hunt Group
The Hunt Group – Hunt Group Profile page is used to modify the profile information for a
hunt group or to delete a hunt group.

Figure 162 Hunt Group – Profile Menu

1) On the Group – Services menu page, click Hunt Group. The Group – Hunt Group
page appears.
2) Click Edit or any item on the row for the hunt group. The Hunt Group – Profile menu
page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 220 OF 519
 Figure 163 Hunt Group – Hunt Group Profile

3) Click Profile. The Group – Hunt Group Profile page appears.

4) To delete the hunt group, click Delete. The previous page appears.
5) To change the hunt group ID, click Change User ID (upper right on page). The
Group – Change User ID page appears. Enter the new hunt group ID, select the
domain from the drop-down list, and then click OK.
6) To modify the profile information, type or select information for the hunt group. An
asterisk (*) indicates required data. For information about the fields on this page, see
section 5.6.1 Add Hunt Group.
7) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 221 OF 519
 5.7 VoiceXML
The VoiceXML service allows you to define VoiceXML virtual users used to apply XML
scripts. VoiceXML users are configured with a device and typical addressing options
(such as Public Service Identity, Directory Number, extension, and so on).
The VoiceXML user has the following administrative procedures:
 Add VoiceXML User
 View VoiceXML User Profile Menu
 Configure VoiceXML Addresses
 Modify VoiceXML User Profile or Delete VoiceXML User

5.7.1 Add VoiceXML User

Use the Group – VoiceXML Add page to add a new VoiceXML user for your group.

Figure 164 Group – VoiceXML Add

1) On the Group – Services menu page, click VoiceXML. The Group – VoiceXML page
appears.
2) Click Add. The Group – VoiceXML Add page appears.
3) Type or select information for the VoiceXML user. An asterisk (*) indicates required
data.
Note that the Hiragana Last Name and Hiragana First Name input boxes are
designed for specific markets. They do not appear unless configured by your system
administrator.
Field Values Description

VoiceXML ID * 6 through 80 characters. Can Enter a unique ID for the VoiceXML

only contain letters, digits, user.
single quotes, periods,
semicolons, or the following
symbols: #, $, %, &, +, -, /, =,
?, |, _, ~, !, `, ^, {, }.

Domain The drop-down box lists Select a domain from the drop-down
domains available for your list.
group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 222 OF 519
 Field Values Description

Name * 1 through 30 characters. Can Enter the name for the VoiceXML
contain special characters user.
and spaces.

Calling Line ID Last 1 through 30 characters. Enter the last name to use for calling
Name * Cannot contain % and + line ID services.
symbols, backslashes, double
quotes, or extended ASCII
characters.

Calling Line ID First 1 through 30 characters. Enter the first name to use for calling
Name * Cannot contain % and + line ID services.
symbols, backslashes, double
quotes, or extended ASCII
characters.

Calling Line ID Phone 1 through 20 digits in the Enter the phone number to use for
Number (not available national format or 3 through calling line ID services.
in XS mode) 22 characters in E.164 NOTE 1: The box only appears when
format. Spaces and dashes the CLID policy in effect for the virtual
are allowed and do not count subscriber is to use a configurable
toward the length of the CLID.
phone number.
NOTE 2: Upon saving, the CLID
phone number is stored either as
entered or after being normalized to
E.164 format. The format is decided
by the system administrator and
specified below the text box.

Hiragana Last Name 1 through 30 characters. Enter a character-based name. This

input box is designed for specific
markets. It does not appear unless
configured by the system
administrator.

Hiragana First Name 1 through 30 characters. Enter a character-based name. This

input box is designed for specific
markets. It does not appear unless
configured by the system
administrator.

Department The drop-down list displays Select a department if you want the
all departments in your group, VoiceXML user to belong to a
and if your group is part of an department.
enterprise, all departments
created at the enterprise level
by your enterprise
administrator.

Language The drop-down box lists all Select the language in which service-
languages configured for your specific messages are played during
system. calls to the VoiceXML user.
Default is English (U.S. English)
unless configured otherwise.

Time Zone The drop-down box lists time Click the drop-down arrow to choose
zones from which to choose. a time zone for the VoiceXML user.

Network Class of The drop-down box lists Select the network class of service for
Service (not available network classes of service the VoiceXML user from the drop-
in XS mode) assigned to your group. down list.

4) Click OK. This creates the user and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 223 OF 519
 5.7.2 View VoiceXML User Profile Menu
Once the VoiceXML user is created, use the VoiceXML – Profile menu to access the
pages where you can view and configure VoiceXML user information.

Figure 165 VoiceXML – Profile Menu

On the Group – VoiceXML page, click Edit or any item on the row of the VoiceXML user to
edit. The VoiceXML – Profile menu page for the selected VoiceXML user appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 224 OF 519
 5.7.3 Configure VoiceXML Addresses
Use the VoiceXML – VoiceXML Addresses page to configure addresses for a selected
VoiceXML user.

Figure 166 VoiceXML – VoiceXML Addresses

1) On the VoiceXML – Profile menu page of the selected user, click Addresses. The
VoiceXML – Voice XML Addresses page appears.
2) Enter data in the fields provided.
Field Values Description

Phone Number The drop-down list displays The telephone number of the virtual user.
available phone numbers.

Extension Extensions can vary in The extension of the virtual user. If you select
length within the limits the phone number, the extension is
configured for your group. automatically set to the last digits of the phone
number. The number of digits depends on the
default extension length set for your group. You
can modify the extension, if needed. Extensions
can vary in length within the limits configured for
your group.

Public Identity Maximum 161 characters in The SIP address of the virtual user.
user@domain format. The Only available in IMS deployments.
user part can only contain
letters, digits, and the
following characters: -, _, !,
~, *, (, ), periods, and single
quotes.
The available domains are
listed in the drop-down box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 225 OF 519
 Field Values Description

Aliases Maximum 161 characters in Additional SIP addresses for the virtual user.
user@domain format. The Calls directed to any of these addresses will be
user part can only contain redirected to the virtual user’s primary SIP
letters, digits, and the address.
following characters: -, _, !,
~, *, (, ), periods, and single
quotes.
The available domains are
listed in the drop-down box.

3) Select one of the following options:

− Select Identity/Device Profile to assign a specific identity/device profile to the
VoiceXML user.
− Select None otherwise.
4) If you selected Identity/Device Profile a new area of controls appears. Enter the
required identity/device profile information as follows.
Field Values Description

Identity/Device The drop-down list displays the The name of the identity/device profile to assign
Profile Name identity/device profiles to this virtual user. You can select an available
available for your group. identity/device profile from the drop-down list.

Line/Port A valid line/port, maximum 161 The user’s line number or SIP address,
characters in user@domain depending on the identity/device profile type
format. you selected.
The user part can contain a Not available in IMS deployments.
leading +, letters, digits, and
the following characters: -, _, !,
~, *, (, ), periods, and single
quotes.
The drop-down box lists the
available domains.

Contact Can only contain letters, digits, Contact address. Only available for
and the following characters: -, identity/device profile types that allow static
_, !, ~, *, (, ), &, =, +, $, ?, /, registrations.
periods, semicolons, or single
quotes.

Path The format should follow the Routing information to the device, one for each
RFC 3327 specification. configured contact. Used when Path header
support is enabled.

5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 226 OF 519
 5.7.4 Modify VoiceXML User Profile or Delete VoiceXML User
Use the VoiceXML – VoiceXML Modify page to modify the profile of a selected VoiceXML
user or to delete the user.

Figure 167 VoiceXML – VoiceXML Modify

1) On the VoiceXML – Profile menu page for the selected user, click Profile. The
VoiceXML – VoiceXML Modify page appears.
2) To delete the VoiceXML user, click Delete. The user is deleted and the Group –
VoiceXML page appears.

WARNING: The Delete operation is final and cannot be undone.

3) To modify the profile of the VoiceXML user, change information as required. For
information about the fields available on this page, see section 5.7.1 Add VoiceXML
User.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

5.8 BroadWorks Anywhere

The BroadWorks Anywhere portal is a virtual user service that handles incoming calls from
the BroadWorks Anywhere locations and prompts users for the destination address.
This type of virtual user has the following specific administrative procedures:
 Add BroadWorks Anywhere Portal
 Modify or Delete BroadWorks Anywhere Portal

5.8.1 Add BroadWorks Anywhere Portal

Use the Group – BroadWorks Anywhere Add page to add a new BroadWorks Anywhere
portal.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 227 OF 519
 Figure 168 Group – BroadWorks Anywhere Add

1) On the Group – Services menu page, click BroadWorks Anywhere. The Group –
BroadWorks Anywhere page appears.
2) Click Add. The BroadWorks Anywhere Add page appears.
3) In the BroadWorks Anywhere ID text box, type in the ID and select the domain from
the domain drop-down list. The ID must be from 6 through 80 characters and can
only contain letters, digits, single quotes, periods, semicolons, or the following
symbols: #, $, %, &, +, -, /, =, ?, |, _, ~, !, `, ^, {, }.
4) In the Name text box, type in a name for the BroadWorks Anywhere portal. This can
be from 1 through 40 characters and can contain special characters and spaces.
5) In the Calling Line ID Last Name and Calling Line ID First Name text boxes, type in
the display names, which can be from 1 through 30 characters, and cannot contain %
and + symbols, backslashes, double quotes, or extended ASCII characters.
6) In the Calling Line ID Phone Number text box, type in the display phone number. The
number can be from 1 through 20 digits (3 through 22 in E.164 format). Spaces and
dashes are allowed and do not count toward the length of the phone number. Upon
saving, the CLID phone number is stored either as entered or after being normalized
to E.164 format. The format is decided by the system administrator and specified
below the text box. The box only appears when the CLID policy in effect for the virtual
subscriber is to use a configurable CLID. (This setting is not available in XS mode.)
7) In the Department drop-down list, select a department for the BroadWorks Anywhere
portal. Select “None” to assign the portal to the group.

NOTE: Assigning the BroadWorks Anywhere portal to a department allows department

administrators to modify it.

8) In the Language drop-down list, select the language in which service-specific

messages are played during calls to the BroadWorks Anywhere portal. The default
language is English (U.S. English) unless configured otherwise.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 228 OF 519
 9) In the Time Zone drop-down list, select the time zone.
10) From the Network Class of Service drop-down list, select the network class of service
for the BroadWorks Anywhere portal. (This setting is not available in XS mode.)
11) Select who can use the BroadWorks Anywhere portal:

− Users in Service Provider allows all users configured in the same service provider
as the portal can originate calls through the portal.
− Users in Group allows only users configured in the same group as the portal can
originate calls through the portal.

NOTE: Users in Service Provider changes to Users in Enterprise when logged in as an

Enterprise.

12) For Prompt to Confirm Calling Location, select from the following types of prompts to
confirm the calling location:
− Never Prompt
− Always Prompt
− Prompt If Not Available
− Select Silent Prompt Mode to make the prompts for calling address, password,
and destination address silent. The silent prompt mode is useful if the portal is
expected to be accessed from devices that use automatic dialers, for example,
BroadWorks Assistant–Mobile.
− Select Prompt for Passcode to have the portal prompt for a password once the
user is identified.
13) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.8.2 Modify or Delete BroadWorks Anywhere Portal

Use the Group – BroadWorks Anywhere Modify page to modify the profile of the
BroadWorks Anywhere Portal or to delete BroadWorks Anywhere portal.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 229 OF 519
 Figure 169 BroadWorks Anywhere – BroadWorks Anywhere Modify

1) On the Group – Services menu page, click BroadWorks Anywhere. The Group –
BroadWorks Anywhere page appears listing BroadWorks Anywhere portals
configured for your group.
2) Click Edit on any item on the row of the portal to edit. The Group – BroadWorks
Anywhere Modify page appears.
3) To delete the BroadWorks Anywhere portal, click Delete. The previous page
appears.

WARNING: The Delete operation is final and cannot be undone.

4) Modify information as required. For information about the fields available on this
page, see section 5.8.1 Add BroadWorks Anywhere Portal.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 230 OF 519
 5.9 Collaborate Bridges
The Collaborate – Audio and Collaborate – Video services allow a user to integrate audio
and video conferences into their multi-user chat rooms on the UC-One client.
A collaborate bridge is the media resource that chat room users used to have an audio or
video collaboration session. The bridge optionally contains phone numbers or extensions
for guests to join.
When the Collaborate – Audio service is authorized to the group, a default bridge is
automatically created that services all users not specifically configured to use a different
bridge. You can also create additional bridges that can be configured to serve a subset of
users such as a department.
The default bridge cannot be deleted. It is deleted automatically when the service is
unauthorized from the group.
When users are assigned the Collaborate – Audio service, they are automatically
assigned to the default bridge. Users must be assigned to exactly one bridge. When they
are assigned to a bridge, they are automatically removed from the previous bridge, and
when they are removed from a bridge, they are automatically reassigned to the default
bridge.
You use the Group – Collaborate Bridges page to access pages used to manage
collaborate bridges for your group.
A collaborate bridge is a virtual user and shares some configuration tasks that are
performed for all users, such as assigning services and configuring the Outgoing Calling
Plan. These tasks are described in the appropriate subsection in section 4 Configure
Users. For example, configuring the Outgoing Calling Plan is described in section 4.6.3
Configure Outgoing Calling Plan.
Collaborate bridges share personal service configuration tasks with users, that is, tasks
that regular users perform themselves, such as enabling or disabling forwarding of calls.
For information on how to perform those tasks, see the BroadWorks User Web Interface
Administration Guide.
Collaborate bridges also share some administrative tasks with other virtual users. These
tasks are described in section 5.2 Configure Shared Tasks.
This section describes how to perform the following administrative procedures to manage
collaborate bridges:
 List Collaborate Bridges
 Add Collaborate Bridge
 Modify or Delete Collaborate Bridge

5.9.1 List Collaborate Bridges

Use the Group – Collaborate Bridges page to list collaborate bridges defined for your
group.
There are two types of bridges. The default bridge, created automatically when the
Collaborate – Audio service is authorized to the group and the bridges you define.
The default bridge is denoted by a checkmark in the Default column.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 231 OF 519
 Figure 170 Group – Collaborate Bridges

1) On the Group – Services menu page, click Collaborate Bridges. The Group –
Collaborate Bridges page appears.
2) To return to be pervious page, click OK.

5.9.2 Add Collaborate Bridge

Use the Group – Collaborate Bridge Add page to create a new collaborate bridge.

Figure 171 Group – Collaborate Bridge Add

1) On the Group – Services menu page, click Collaborate Bridges. The Group –
Collaborate Bridges page appears.
2) Click Add. The Group – Collaborate Bridge Add page appears.
3) Type or select information for the bridge. An asterisk (*) indicates required data.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 232 OF 519
 Note that the Hiragana Last Name and Hiragana First Name input boxes are
designed for specific markets. They do not appear unless configured by your system
administrator.
Field Values Description

Collaborate Bridge Maximum 161 characters in Enter a unique ID for the bridge and
ID * user@domain format. The user select a domain from the drop-down
part must be from 6 through 80 list.
characters and can only contain
letters, digits, single quotes,
periods, semicolons, or the
following symbols: #, $, %, &, +, -
, /, =, ?, |, _, ~, !, `, ^, {, }.
The drop-down box lists the
domains available for your group.

Name * 1 through 30 Unicode characters. Enter the name for the bridge.

Calling Line ID Last 1 through 30 ASCII characters. Enter the last name to use for calling
Name * Cannot contain % or + symbols, line ID services.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID First 1 through 30 ASCII characters. Enter the first name to use for calling
Name * Cannot contain % or + symbols, line ID services.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID 1 through 20 digits in the national Enter the phone number to use for
Phone Number format or 3 through 22 characters calling line ID services.
in E.164 format. Spaces and NOTE: This input box only appears
dashes are allowed and do not when the CLID policy in effect for the
count toward the length of the virtual subscriber is to use a
phone number. configurable CLID.

Hiragana Last 1 through 30 Unicode characters. Enter a character-based name. This

Name input box is designed for specific
markets. It does not appear unless
configured by the system
administrator.

Hiragana First 1 through 30 Unicode characters. Enter a character-based name. This

Name input box is designed for specific
markets. It does not appear unless
configured by the system
administrator.

Department The drop-down box lists the Select a department if you want the
available departments in your bridge to belong to a department.
group, and if your group is part of
an enterprise, all departments
created at the enterprise level by
your enterprise administrator.

Language The drop-down box lists all Select the language in which service-
languages configured for your specific messages are played during
system. calls to the bridge.
Default is English (U.S. English)
unless configured otherwise.

Time Zone The drop-down box lists time Click the drop-down arrow to choose
zones from which to choose. a time zone for the bridge.

Network Class of The drop-down box lists network Select the network class of service
Service classes of service assigned to from the drop-down list.
your group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 233 OF 519
 4) Specify the maximum number of participants allowed on this bridge. For Maximum
Participants for this Bridge, select one of the following options:
− Unlimited
− Limited To and enter the number of participants in the text box (from 3 through
999,999)
5) Specify the maximum number of participants allowed in a single room on this bridge.
In the Maximum Collaborate Room Participants text box, enter a number. The
number can be from 3 through the system-defined maximum, (which can be at most
145).
If the system-level maximum changes to a value lower than the current setting for the
bridge, the bridge is updated with the new system value.
6) To allow outdial, check Support outdial. To disallow it, deselect the check box.
If the outdial is disabled at the system level, the Support outdial option is grayed out
and disabled at the bridge level.
7) Search for available users to assign to the bridge. Click Search to display all
available users or enter your search criteria and then click Search to display specific
available users. Assigned users can own rooms on this bridge.
8) Assign users to the bridge. In the Available Users column, select the names and then
click Add >. The selected users are moved to the Collaborate Owners column.
Note that a user can be assigned to only one collaborate bridge, so users assigned to
this bridge are automatically removed from their previous bridge.
9) Using Add, Add All, Remove, and Remove All, move users between the Available
Users and Collaborate Owners columns until only the users you want to be room
owners are listed in the Collaborate Owners column.
10) Click OK. This creates the bridge and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 234 OF 519
 5.9.3 Modify or Delete Collaborate Bridge
Use the Collaborate Bridge – Collaborate Bridge Profile page to modify the profile
information for a collaborate bridge or to delete the bridge.

NOTE: You cannot delete the default bridge or add or remove users from the default bridge.

Figure 172 (Default) Collaborate Bridge – Collaborate Bridge Profile

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 235 OF 519
 Figure 173 Collaborate Bridge – Collaborate Bridge Profile

1) On the Group – Services menu page, click Collaborate Bridges. The Group –
Collaborate Bridges page appears.
2) Click Edit in the row of the bridge to edit. The Collaborate Bridge – Collaborate
Bridge Profile page appears.
3) To delete the bridge, click Delete. The bridge is deleted and the Group – Collaborate
Bridges page appears.

WARNING: The Delete operation is final and cannot be undone.

4) Modify information as required. For information about the options available on this
page, see section 5.9.2 Add Collaborate Bridge.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 236 OF 519
 5.10 Find-me/Follow-me
The Find-me/Follow-me service allows you to define a series of alerting groups through
which to route inbound calls. A Find-me/Follow-me group consists of an ordered set of
alerting groups each containing a list of users and external devices to be simultaneously
rung. When a Find-me/Follow-me group receives a call, the service sequentially
advances though the list of alerting groups until the call is answered or all the groups have
been alerted.
The Find-me/Follow-me group has the following administrative procedures:
 Add Find-me/Follow-me Group
 View Find-me/Follow-me Group Profile Menu
 List and Order Alerting Groups for Find-me/Follow-me Group
 Create Alerting Group for Find-me/Follow-me Group
 View and Manage Selective Criteria for Alerting Group
 Add Selective Criteria Entry for Alerting Group
 Modify or Delete Selective Criteria Entry for Alerting Group
 Modify or Delete Alerting Group
 Modify Find-me/Follow-me Group

5.10.1 Add Find-me/Follow-me Group

Use the Group – Find-me/Follow-me Add page to create a new Find-me/Follow-me group.

Figure 174 Group – Find-me/Follow-me Add

1) On the Group – Services menu page, click Find-Me/Follow-me. The Group – Find-
me/Follow-me page appears.
2) Click Add. The Group – Find-me/Follow-me Add page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 237 OF 519
 3) Type or select information for the Find-me/Follow-me group. An asterisk (*) indicates
required data.
Note that the Hiragana Last Name and Hiragana First Name input boxes are
designed for specific markets. They do not appear unless configured by your system
administrator.
Field Values Description

Find-me/Follow-me Maximum 161 characters in Enter a unique ID for the Find-

Group ID * user@domain format. The user me/Follow-me group and select a
part must be from 6 through 80 domain from the drop-down list.
characters and can only contain
letters, digits, single quotes,
periods, semicolons, or the
following symbols: #, $, %, &, +, -
, /, =, ?, |, _, ~, !, `, ^, {, }.
The drop-down box lists the
domains available for your group.

Name * 1 through 30 Unicode characters. Enter the name for the Find-
me/Follow-me group.

Calling Line ID Last 1 through 30 ASCII characters. Enter the last name to use for
Name * Cannot contain % or + symbols, calling line ID services.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID First 1 through 30 ASCII characters. Enter the first name to use for
Name * Cannot contain % or + symbols, calling line ID services.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID 1 through 20 digits in the national Enter the phone number to use for
Phone Number format or 3 through 22 characters calling line ID services.
in E.164 format. Spaces and NOTE 1: This input box only
dashes are allowed and do not appears when the CLID policy in
count toward the length of the effect for the virtual subscriber is to
phone number. use a configurable CLID.
NOTE 2: Upon saving, the CLID
phone number is stored either as
entered or after being normalized to
E.164 format. The format is decided
by the system administrator and
specified below the text box.

Hiragana Last 1 through 30 Unicode characters. Enter a character-based name.

Name This input box is designed for
specific markets. It does not appear
unless configured by the system
administrator.

Hiragana First 1 through 30 Unicode characters. Enter a character-based name.

Name This input box is designed for
specific markets. It does not appear
unless configured by the system
administrator.

Department The drop-down box lists the Select a department if you want the
available departments in your Find-me/Follow-me group to belong
group, and if your group is part of to a department.
an enterprise, all departments
created at the enterprise level by
your enterprise administrator.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 238 OF 519
 Field Values Description

Language The drop-down box lists all Select the language in which
languages configured for your service-specific messages are
system. played during calls to the Find-
me/Follow-me group.
Default is English (U.S. English)
unless configured otherwise.

Time Zone The drop-down box lists time Click the drop-down arrow to
zones from which to choose. choose a time zone for the Find-
me/Follow-me group.

Network Class of The drop-down box lists network Select the network class of service
Service classes of service assigned to from the drop-down list.
your group.

4) Click OK. This creates the group and displays the previous page. To complete the
minimum configuration, assign a phone number to the Find-me/Follow-me group and
configure and order alerting groups.
To exit without saving, select another page or click Cancel to display the previous
page.

5.10.2 View Find-me/Follow-me Group Profile Menu

Once a Find-me/Follow-me group is created, use the Find-me/Follow-me – Profile menu
page to access the pages where you can view and configure the Find-Me/Follow-me
group.

Figure 175 Find-me/Follow-me Group – Profile Menu

1) On the Group – Services menu page, click Find-me/Follow-me. The Group – Find-
me/Follow-me page appears.
2) Click Edit or any item on the row for the Find-me/Follow-me group. The Find-
me/Follow-me Group – Profile menu page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 239 OF 519
 5.10.3 List and Order Alerting Groups for Find-me/Follow-me Group
Use the Find-me/Follow-me Group – Alerting Groups page to view and order the list of
alerting groups for a Find-me/Follow-me group. When a Find-me/Follow-me group
receives a call, the service rings alerting groups in the order specified on this page.

Figure 176 Find-me/Follow-me Group – Alerting Groups

1) On the Find-me/Follow-me Group – Profile menu page for a selected Find-me/Follow-

me group, click Alerting Groups. The Find-me/Follow-me Group – Alerting Groups
page appears.
2) To change the order of alerting groups, enter the new priority for each group (from
one through the current number of groups, which can be at most five) in the Order text
box. For example, if you created three groups, you can assign numbers 1, 2, and 3 to
them. When you apply the changes the alerting groups are renumbered and ordered
accordingly.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 240 OF 519
 5.10.4 Create Alerting Group for Find-me/Follow-me Group
Use the Find-me/Follow-me Group – Alerting Group Add page to add an alerting group to
a Find-me/Follow-me group.

Figure 177 Find-me/Follow-me Group – Alerting Group Add

NOTE: You can create up to five alerting groups. When you reach five, the Add button is
disabled.

1) On the Find-me/Follow-me Group – Profile menu page for a selected Find-me/Follow-

me group, click Alerting Groups. The Find-me/Follow-me Group – Alerting Groups
page appears.
2) Click Add. The Find-me/Follow-me Group – Alerting Group Add page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 241 OF 519
 3) In the Alerting Group Name text box, enter the name for the alerting group. This is a
required field, which can be from 1 through 40 characters.
4) Enter the description of the alerting group.
5) Check or uncheck the following options:
− Enable Diversion Inhibitor to prevent calls from being redirected again by the user
or an external device.
− Require Answer Confirmation to prompt the user to enter a confirmation digit
before completing the call leg answered by the user.
6) Specify the delay before ringing the next alerting group when there is no answer.
From the Number of rings before attempting next alerting group drop-down list, select
the number of rings.
7) Select up to ten users and/or devices to ring as part of this alerting group. A
combination of up to ten phone numbers/SIP-URIs and BroadWorks users can be
configured for an alerting group.
− To add phone numbers, enter the numbers in the Phone Number/SIP-URI
section. The phone number can be in the national or E.164 format. You can
enter any BroadWorks or external number, but BroadWorks users entered here
are considered external numbers.
− To add BroadWorks users, select the users in the BroadWorks Users section as
follows:
− Use the search function to find available users.
− In the Available Users column, select the desired names and click Add. Or
to add all available users to the alerting group, click Add All.
− To unassign some users, select the names in the Assigned Users column
and click Remove <. Or to unassign all users, click Remove All.
8) To define selective criteria for the alerting group, click the Selective Criteria tab and
follow the instructions in section 5.10.6 Add Selective Criteria Entry for Alerting Group.
This also saves the information on the current page.
9) To save your changes and exit the page, click OK.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 242 OF 519
 5.10.5 View and Manage Selective Criteria for Alerting Group
You use the Find-me/Follow-me Group – Alerting Group Selective Criteria page to view
and manage selective criteria for a selected alerting group.
Selective criteria are used to determine when to ring the alerting group. You can define
multiple selective criteria for each alerting group.

Figure 178 Find-me/Follow-me Group – Alerting Group Selective Criteria

1) On the Find-me/Follow-me Group – Alerting Group Add or Find-me/Follow-me Group

– Alerting Group Modify page, click the Selective Criteria tab. The Find-me/Follow-me
Group – Alerting Group Selective Criteria page appears.
2) To activate or deactivate a selective criteria entry, check the Active box on the line for
the entry.
3) To save your changes, click Apply or OK. Apply saves your changes. To save your
changes, click OK. OK saves your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.
To add a selective criteria entry, see section 5.10.6 Add Selective Criteria Entry for
Alerting Group.
To modify or delete an existing selective criteria entry, see section 5.10.7 Modify or Delete
Selective Criteria Entry for Alerting Group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 243 OF 519
 5.10.6 Add Selective Criteria Entry for Alerting Group
Use the Find-me/Follow-me Group – Alerting Group Selective Criteria Add page to add a
selective criteria entry for a selected alerting group.
You define selective criteria to specify under what conditions this alerting group should be
alerted.

Figure 179 Find-me/Follow-me Group – Alerting Group Selective Criteria Add

1) On the Find-me/Follow-me Group – Alerting Group Add or Find-me/Follow-me Group

– Alerting Group Modify page, click the Selective Criteria tab. The Find-me/Follow-me
Group – Alerting Group Selective Criteria page appears.
2) Click Add. The Find-me/Follow-me Group – Alerting Group Selective Criteria Add
page appears.
3) In the Description text box, type a description for the selective criteria entry that
reminds you why you set this entry. This is a required field. The description can be
from 1 through 40 characters and cannot contain the slash (“/”) or backslash (“\”)
characters.
4) To ring this alerting group when an incoming call satisfies the criteria in this entry,
check Alert; or check Do not alert otherwise.
5) From the Selected Time Schedule drop-down list, select the time schedule you want
to use for this entry.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 244 OF 519
 6) From the Selected Holiday Schedule drop-down list, select the holiday schedule you
want to use for this entry.

NOTE: You define your time and holiday schedules on the User – Schedules page. If you have
not set any schedules, your choices are “Every Day All Day” time schedule and time schedules
and holiday schedules that your group administrator has set. If your group is part of an
enterprise, you can also use schedules defined by your enterprise administrator.

7) In the Calls From section, specify the originating numbers for which to ring this alerting
group. Select one of the following options:
− To alert your locations for calls from any external phone number, check Any
phone number.
− To alert your locations for calls from specific call numbers, check Following phone
numbers and specify the numbers as follows:
− Check Any private number to alert the alerting group when the Find-
me/Follow-me group receives a call from a private phone number.
− Select Any unavailable number to alert the alerting group when the Find-
me/Follow-me group receives a call from an unavailable phone number.
− Enter up to 12 phone numbers that should alert this alerting group.
Note that you can use wildcard characters. The “?” is a wildcard character
that can replace a single digit anywhere in a digit string. A trailing “*”
represents a digit string and can only appear at the end of a string containing
digits and “?” wildcard characters.
Example: 45055512?4, 450555??34, 4505?5*
8) In the Calls to section, specify the terminating numbers assigned to the Find-
me/Follow-me group for which to ring this alerting group. When no numbers are
selected, this criterion is ignored.
− In the Available Call to Numbers column, select the numbers and then click Add
>. Or to select all numbers, click Add All >>.
− To remove some numbers from the Selected Call To Numbers column, select the
numbers to remove and then click Remove <. To remove all numbers from the
Selected Call To Numbers column, click Remove All <<.
You can select some or all of the items in a column. To select several items in
sequential order, click the first item, hold down the SHIFT key on the keyboard,
and click the last item. To select several items, but not in a particular order, click
the items while holding down the CTRL key on the keyboard.
9) Click OK. OK saves your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 245 OF 519
 5.10.7 Modify or Delete Selective Criteria Entry for Alerting Group
Use the Find-me/Follow-me Group – Alerting Group Selective Criteria Modify page to
modify or delete a selective criteria entry for a selected alerting group.

Figure 180 Find-me/Follow-me Group – Alerting Group Selective Criteria Modify

1) On the Find-me/Follow-me Group – Alerting Group Modify page, click the Selective
Criteria tab. The Find-me/Follow-me Group – Alerting Group Selective Criteria page
appears.
2) Click Edit in the row for the selective criteria entry to modify. The Find-me/Follow-me
Group – Alerting Group Selective Criteria Modify page appears.
3) To delete the entry, click Delete. The entry is deleted and the previous page appears.

WARNING: The Delete operation is final and cannot be undone.

4) To modify the entry, edit information as required. For information on the fields
available on this page, see section 5.10.6 Add Selective Criteria Entry for Alerting
Group.
5) Click OK. OK saves your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 246 OF 519
 5.10.8 Modify or Delete Alerting Group
Use the Find-me/Follow-me Group – Alerting Group Modify page to modify an alerting
group.

Figure 181 Find-me/Follow-me Group – Alerting Group Modify

1) On the Find-me/Follow-me Group – Profile menu page for a selected Find-me/Follow-

me group, click Alerting Groups. The Find-me/Follow-me Group – Alerting Groups
page appears.
2) Click Edit in the row of the alerting group. The Find-me/Follow-me Group – Alerting
Group Modify page appears.
3) To delete the alerting group, click Delete. The group is deleted and the previous page
appears.

WARNING: The Delete operation is final and cannot be undone.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 247 OF 519
 4) To modify the alerting group, change information as required. For information on the
fields available on this page, see section 5.10.4 Create Alerting Group for Find-
me/Follow-me Group.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

5.10.9 Modify Find-me/Follow-me Group Profile or Delete Find-me/Follow-me Group

You use the Find-me/Follow-me Group – Find-me/Follow-me Profile page to modify the
profile for a selected Find-me/Follow-me group or to delete the Find-me/Follow-me group.

Figure 182 Find-me/Follow-me Group – Find-me/Follow-me Profile

1) On the Find-me/Follow-me Group – Profile menu page for a selected Find-me/Follow-

me group, click Profile. The Find-me/Follow-me Group – Find-me/Follow-me Profile
page appears.
2) To delete the Find-me/Follow-me group, click Delete. The group is deleted and the
previous page appears.

WARNING: The Delete operation is final and cannot be undone.

3) To modify the profile of the Find-me/Follow-me group, change information as

required. For information about the fields available on this page, see section 5.10.1
Add Find-me/Follow-me Group.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 248 OF 519
 5.11 Flexible Seating Host
Flexible Seating Host allows you to create virtual users that can be associated with a
device to serve as a host for temporary guest users. When a guest logs in to a host
phone the host phone is provisioned with the guest’s device profile (device profile
associated with the guest user’s Flexible Seating Guest service) allowing the guest to
have the same calling experience as if they were using their own device.
The user can continue using their own device while associated with a host.
Your group has to have the Flexible Seating Guest service authorized to create hosts.
This type of virtual user has the following specific administrative procedures:
 Add Flexible Seating Host
 View Flexible Seating Host Profile Menu
 Configure Flexible Seating Host Addresses
 Configure Flexible Seating Host Routing Policies
 Configure Host-Guest Association Settings
 Modify Flexible Seating Host Profile or Delete Flexible Seating Host

5.11.1 Add Flexible Seating Host

Use the Group – Flexible Seating Host Add page to create a new host.

Figure 183 Group – Flexible Seating Host Add

1) On the Group – Flexible Seating Host page, click Add. The Group – Flexible Seating
Host Add page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 249 OF 519
 2) Type or select information for the host. An asterisk (*) indicates required data.
Note that the Hiragana Last Name and Hiragana First Name input boxes are
designed for specific markets. They do not appear unless configured by your system
administrator.
Field Values Description

Flexible Seating Maximum 161 characters in Enter a unique ID for the host and
Host ID * user@domain format. The select a domain from the drop-down list.
user part must be from 6
through 80 characters and can
only contain letters, digits,
single quotes, periods,
semicolons, or the following
symbols: #, $, %, &, +, -, /, =,
?, |, _, ~, !, `, ^, {, }.
The drop-down box lists the
domains available for your
group.

Name * 1 through 30 Unicode Enter the name for the host.

characters.

Calling Line ID 1 through 30 ASCII characters. Enter the last name to use for calling
Last Name * Cannot contain % or + line ID services.
symbols, backslashes, double
quotes, or extended ASCII
characters.

Calling Line ID 1 through 30 ASCII characters. Enter the first name to use for calling
First Name * Cannot contain % or + line ID services.
symbols, backslashes, double
quotes, or extended ASCII
characters.

Calling Line ID 1 through 20 digits in the Enter the phone number to use for
Phone Number national format or 3 through 22 calling line ID services.
characters in E.164 format. NOTE 1: The box only appears when
Spaces and dashes are the CLID policy in effect for the virtual
allowed and do not count subscriber is to use a configurable
toward the length of the phone CLID.
number.
NOTE 2: Upon saving, the CLID phone
number is stored either as entered or
after being normalized to E.164 format.
The format is decided by the system
administrator and specified below the
text box.

Hiragana Last 1 through 30 Unicode Enter a character-based name. This

Name characters. input box is designed for specific
markets. It does not appear unless
configured by the system administrator.

Hiragana First 1 through 30 Unicode Enter a character-based name. This

Name characters. input box is designed for specific
markets. It does not appear unless
configured by the system administrator.

Department The drop-down box lists the Select a department if you want the
available departments in your host to belong to a department.
group, and if your group is part
of an enterprise, all
departments created at the
enterprise level by your
enterprise administrator.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 250 OF 519
 Field Values Description

Language The drop-down box lists all Select the language in which service-
languages configured for your specific messages are played.
system. Default is English (U.S. English) unless
configured otherwise.

Time Zone The drop-down box lists time Click the drop-down arrow to choose a
zones from which to choose. time zone for the host.

Network Class of The drop-down box lists Select the network class of service for
Service network classes of service this virtual user from the drop-down list.
assigned to your group.

3) Click OK. The virtual user is created and the previous page appears.
4) To exit without saving, select another page or click Cancel to display the previous
page.
5) To complete the minimum configuration, assign a device and a phone number to the
host. For details, see section 5.11.3 Configure Flexible Seating Host Addresses.

5.11.2 View Flexible Seating Host Profile Menu

Once the host is created, use the Flexible Seating Host – Profile menu to access the
pages where you can view and configure the host's settings and services.

Figure 184 Flexible Seating Host – Profile

On the Group – Flexible Seating Host page, click Edit or any item on the row of the host to
edit. The Flexible Seating Host – Profile menu page for the selected host appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 251 OF 519
 5.11.3 Configure Flexible Seating Host Addresses
Use the Flexible Seating Host – Addresses page to configure addresses for a selected
host.

Figure 185 Flexible Seating Host – Flexible Seating Host Addresses

1) On the Flexible Seating Host – Profile menu page of the selected host, click
Addresses. The Flexible Seating Host – Flexible Seating Host Addresses page
appears.
2) Enter data in the fields provided.
Field Values Description

Phone Number The drop-down list displays The telephone number of the virtual user.
available phone numbers.

Extension Digit string. Must be unique The extension of the virtual user. If you
within your group or enterprise select the phone number, the extension is
and follow the length rules for automatically set to the last digits of the
your group. phone number. The number of digits
depends on the default extension length
set for your group. You can modify the
extension, if needed. Extensions can vary
in length within the limits configured for
your group.

Public Identity Maximum 161 characters in The SIP address of the virtual user.
user@domain format. The Only available in IMS deployments.
user part can only contain
letters, digits, and the following
characters: -, _, !, ~, *, (, ),
periods, and single quotes.
The available domains are
listed in the drop-down box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 252 OF 519
 Field Values Description

Aliases Maximum 161 characters in Additional SIP addresses for the virtual
user@domain format. The user. Calls directed to any of these
user part can only contain addresses will be redirected to the virtual
letters, digits, and the following user’s primary SIP address.
characters: -, _, !, ~, *, (, ),
periods, and single quotes.
The drop-down box lists the
domains available for your
group.

3) Select one of the following options:

− Select Identity/Device Profile to assign a specific identity/device profile to the
virtual user.
− Select None otherwise.
4) If you selected Identity/Device Profile a new area of controls appears. Enter the
required identity/device profile information as follows.
Field Values Description

Identity/Device The drop-down list displays The name of the identity/device profile to
Profile Name * the available identity/device assign to this virtual user.
profiles.

Line/Port * Maximum 161 characters in The user’s line number or SIP address,
user@domain format. depending on the identity/device profile type
The user part can contain a you selected.
leading +, letters, digits, and Not available in IMS deployments.
the following characters: -, _,
!, ~, *, (, ), periods, and single
quotes.
The drop-down box lists the
available domains.

Contact 1 through 1020 characters. Up to five contact addresses. Only

Can only contain letters, available for identity/device profile types that
digits, and the following allow static registrations.
characters: &, =, +, $, ?, /, -, In IMS deployments, multiple contacts are
_, !, ~, *, (, ), @, periods, not allowed.
commas, colons, semicolons,
or single quotes.

Path The format should follow the Routing information to the device, one for
RFC 3327 specification. each configured contact. Used when Path
header support is enabled.

5) If the Configure Device via Visual Device Management link is available, you can use it
to configure the device using a graphical device management tool. To do so, click
Apply to save your changes and then click the link to access the tool.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 253 OF 519
 5.11.4 Configure Flexible Seating Host Routing Policies
Use the Flexible Seating Host – Routing Policies page to configure routing policies for a
selected host.

Figure 186 Flexible Seating Host – Flexible Seating Host Routing Policies

1) On the Flexible Seating Host – Profile menu page of a selected host, click Routing
Policies. The Flexible Seating Host – Flexible Seating Host Routing Policies page
appears.
2) To allow emergency calls from the host’s device, check the Allow Emergency Calls
box.
3) To allow calls to the voice portal from the host’s device, check the Allow Calls to Voice
Portal box.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 254 OF 519
 5.11.5 Configure Host-Guest Association Settings
Use the Flexible Seating Host – Flexible Seating Host Guest Association page to set the
host-guest association settings and see the guest currently associated with the host.

Figure 187 Flexible Seating Host – Flexible Seating Host Guest Association

1) On the Flexible Seating Host – Profile menu page for a selected host, click Guest
Association. The Flexible Seating Host – Flexible Seating Host Guest Association
page appears.
2) To impose a limit on the association time, check the Enforce Association Limit <X>
Hours and enter the number of hours, from 1 through 999, in the text box.
Note that the association time limit is required even if the Enforce Association Limit
check box is disabled.
3) For an enterprise, specify whether users can associate with a host from another group
in the enterprise.
− To restrict the association to users in the same group, select Group.
− To allow users to associate with hosts in another group, select Enterprise.
4) To end the association between this host and the current guest, click the Force
Release (Also saves current screen data) link.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 255 OF 519
 5.11.6 Modify Flexible Seating Host Profile or Delete Flexible Seating Host
Use the Flexible Seating Host – Profile page to modify the profile of a selected host or
delete the host.

Figure 188 Flexible Seating Host – Flexible Seating Host Profile

1) On the Flexible Seating Host – Profile menu page of a selected host, click Profile.
The Flexible Seating Host – Flexible Seating Host Profile page appears.
2) To delete the host, click Delete. The host is deleted and the previous page appears.

WARNING: The Delete operation is final and cannot be undone.

3) To modify the host's profile information, enter the new data as required. For
information on the fields available on this page, see section 5.11.1 Add Flexible
Seating Host.
4) To modify the host's user ID, click the Change User ID (Also saves current screen
data) link.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 256 OF 519
 5.12 Group Paging
Paging groups are groups of users that can be paged simultaneously by an authorized
user, called originator.
A paging group is an instance of the Group Paging service and is assigned a phone
number, a list of originators (users who are allowed to page this group), and a list of
targets (users who are paged).
When an originator dials the paging group’s phone number or extension, the Group
Paging service alerts all targets in the paging group and connects them into a multi-way
conference with the originator.
To use the service, you need at a minimum to create a paging group, assign a phone
number and/or extension to it, and specify its targets and originators.
This type of virtual user has the following specific administrative procedures:
 Add Paging Group
 View Paging Group Profile Menu
 Modify or Delete Paging Group
 Error! Reference source not found.
 Configure Paging Group Targets

5.12.1 Add Paging Group

Use the Group – Paging Group Add page to create a new paging group.

Figure 189 Group – Paging Group Add

1) On the Group – Group Paging page, click Add. The Group – Paging Group Add page
appears.
2) Type or select information for the paging group. An asterisk (*) indicates required
data.
Note that the Hiragana Last Name and Hiragana First Name input boxes are
designed for specific markets. They do not appear unless configured by your system
administrator.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 257 OF 519
 Field Value Description

Paging Group Maximum 161 characters in Enter a unique paging group ID and
ID * user@domain format. The user select a domain from the drop-down list.
part must be from 6 through 80
characters and can only contain
letters, digits, single quotes,
periods, semicolons, or the
following symbols: #, $, %, &, +,
-, /, =, ?, |, _, ~, !, `, ^, {, }.
The drop-down box lists the
domains available for your
group.

Name * 1 through 30 Unicode Enter the name for the paging group.
characters.

Calling Line ID 1 through 30 ASCII characters. Enter the last name to use for calling line
Last Name * Cannot contain % or + symbols, ID services.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID 1 through 30 ASCII characters. Enter the first name to use for calling line
First Name * Cannot contain % or + symbols, ID services.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID 1 through 20 digits in the Enter the phone number to use for calling
Phone Number national format or 3 through 22 line ID services.
characters in E.164 format. NOTE 1: This input box only appears
Spaces and dashes are allowed when the CLID policy in effect for the
and do not count toward the virtual subscriber is to use a configurable
length of the phone number. CLID.
NOTE 2: Upon saving, the CLID phone
number is stored either as entered or
after being normalized to E.164 format.
The format is decided by the system
administrator and specified below the text
box.

Hiragana Last 1 through 30 Unicode Enter a character-based name. This

Name characters. input box is designed for specific
markets. It does not appear unless
configured by the system administrator.

Hiragana First 1 through 30 Unicode Enter a character-based name. This

Name characters. input box is designed for specific
markets. It does not appear unless
configured by the system administrator.

Department The drop-down box lists the Select a department if you want the
available departments in your paging group to belong to a department.
group, and if your group is part
of an enterprise, all departments
created at the enterprise level by
your enterprise administrator.

Language The drop-down box lists all Select the language in which service-
languages configured for your specific messages are played during
system. calls to the paging group.
Default is English (U.S. English) unless
configured otherwise.

Time Zone The drop-down box lists time Click the drop-down arrow to choose a
zones from which to choose. time zone for the paging group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 258 OF 519
 Field Value Description

Network Class The drop-down box lists network Click the drop-down list to choose the
of Service classes of service assigned to network class of service for the paging
your group. group.

Calling Line ID Originating user with prefix can Specify whether the paging group’s or
to deliver be from 1 through 30 characters. the originator’s CLID should be delivered
when a paging call is placed. If you
selected Originating user with prefix, you
can enter the prefix to add before the
originator’s CLID, for example “Call
from:”. Note that the prefix can be
empty.

Confirmation The drop-down box lists the Specify the time-out in seconds for a
tone sending allowed values. confirmation tone to be sent by the paged
timeout. users.

3) Click OK. This creates the paging group and displays the previous page. To
complete the minimum configuration, assign a phone number, originators, and targets
to the paging group.
To exit without saving, select another page or click Cancel to display the previous
page.

5.12.2 View Paging Group Profile Menu

Once a paging group is created, use the Paging Group – Profile menu page to access the
pages where you can view and configure the paging group.

Figure 190 Paging Group – Profile Menu

1) On the Group – Services menu page, click Group Paging. The Group – Group
Paging page appears.
2) Click Edit or any item on the row for the paging group. The Paging Group – Profile
menu page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 259 OF 519
 5.12.3 Modify or Delete Paging Group
Use the Paging Group – Paging Group Modify page to modify the profile of a paging group
or to delete a paging group.

Figure 191 Paging Group – Paging Group Modify

1) On the Paging Group – Profile menu page, click Profile. The Paging Group – Paging
Group Modify page appears.
2) To delete the paging group, click Delete. The previous page appears.

WARNING: The Delete operation is final and cannot be undone.

3) Modify information as required. For information about the settings on this page, see
section 5.12.1 Add Paging Group.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

5.12.4 Configure Paging Group Targets

Paging group targets are users who are paged when a call is made to the paging group.
A paging group can be included as a target of another paging group as long as it does not
itself contain a paging group as a target. In other words, nesting of level one is allowed
when selecting paging group targets. The maximum allowed number of targets in a
paging group is displayed on the Group – Group Paging Targets Capacity page accessed
from the Group – Resources menu page.
Use the Paging Group – Paging Group Targets page to configure targets for the selected
group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 260 OF 519
 Figure 192 Paging Group – Paging Group Targets

1) On the Paging Group – Profile menu page, click Targets. The Group – Paging Group
Targets page appears.
2) Configure the targets:
− Use the search function to find available users.
− In the Available Targets column, select the desired names and click Add. Or to
assign all available users as targets, click Add All.
− To unassign some targets, select the names to unassign in the Assigned Targets
column and click Remove. Or to unassign all targets, click Remove All.
3) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 261 OF 519
 5.12.5 Configure Paging Group Originators
Use the Paging Group – Paging Group Originators page to configure originators for a
selected paging group. Paging group originators are users who can page the paging
group.

Figure 193 Paging Group – Paging Group Originators

1) On the Paging Group – Profile menu page, click Originators. The Group – Paging
Group Originators page appears.
2) Configure the originators:
− Use the search function to find available users.
− In the Available Originators column, select the desired names and click Add. Or
to assign all available users as originators, click Add All.
− To unassign some originators, select the names to unassign in the Assigned
Originators column and click Remove. Or to unassign all originators, click
Remove All.
3) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 262 OF 519
 5.13 Instant Group Call
Instant group calls are groups of users that you can call on-demand.
An instant group call is a virtual user (an instance of the Instant Group Call service) and
you provision it with many of the attributes a user has.
This type of virtual user has the following specific administrative procedures:
 Add Instant Group Call
 Modify or Delete Instant Group Call

5.13.1 Add Instant Group Call

Use the Group – Instant Group Call Add page to add the basic information for a new
instant group call.

Figure 194 Group – Instant Group Call Add

1) On the Group – Services menu page, click Instant Group Call. The Group – Instant
Group Call page appears.
2) Click Add. The Group – Instant Group Call Add page appears.
3) Type or select information for the instant group call. An asterisk (*) indicates required
data.
Note that the Hiragana Last Name and Hiragana First Name input boxes are
designed for specific markets. They do not appear unless configured by your system
administrator.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 263 OF 519
 Field Values Description

Instant Group Maximum 161 characters in Enter a unique ID and select a domain
Call ID * user@domain format. The user from the drop-down list.
part must be from 6 through 80
characters and can only contain
letters, digits, single quotes,
periods, semicolons, and the
following characters: #, $, %, &,
+, -, /, =, ?, |, _, ~, !, `, ^, {, }.
The drop-down box lists domains
available for your group.

Name * 1 through 30 characters. Can Enter the name for the Instant Group
contain special characters and Call.
spaces.

Calling Line ID 1 through 30 characters. Cannot Enter the last name to use for calling line
Last Name * contain % and + symbols, ID services.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID 1 through 30 characters. Cannot Enter the first name to use for calling line
First Name * contain % and + symbols, ID services.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID 1 through 20 digits in the national Enter the phone number to use for calling
Phone Number format or 3 through 22 characters line ID services.
in E.164 format. Spaces and NOTE 1: This input box only appears
dashes are allowed and do not when the CLID policy in effect for the
count toward the length of the virtual subscriber is to use a configurable
phone number. CLID.
NOTE 2: Upon saving, the CLID phone
number is stored either as entered or
after being normalized to E.164 format.
The format is decided by the system
administrator and specified below the text
box.

Hiragana Last 1 through 30 characters. Enter a character-based name. This

Name input box is designed for specific
markets. It does not appear unless
configured by the system administrator.

Hiragana First 1 through 30 characters. Enter a character-based name. This

Name input box is designed for specific
markets. It does not appear unless
configured by the system administrator.

Department The drop-down list displays all Select a department if you want the
departments in your group, and if Instant Group Call to belong to a
your group is part of an department.
enterprise, all departments
created at the enterprise level by
your enterprise administrator.

Language The drop-down box lists all Select the language in which service-
languages configured for your specific messages are played during
system. calls to the Instant Group Call.
Default is English (U.S. English) unless
configured otherwise.

Time Zone The drop-down box lists time Click the drop-down arrow to choose a
zones from which to choose. time zone for the Instant Group Call.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 264 OF 519
 Field Values Description

Network Class The drop-down box lists network Click the drop-down list to choose the
of Service classes of service assigned to network class of service for the Instant
your group. Group Call.

− Select Enable Maximum Call Time for Unanswered Calls and type the number of
minutes in the input box.
− Enter the users' phone numbers or SIP-URI addresses in separate input boxes to
include in the User Call Group List.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number.
You can prefix phone numbers with the feature access code for Calling Line ID
Blocking, Calling Line ID Delivery, or Diversion Inhibitor to activate these features.
The SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits and the following
characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The domain
part can be either a domain name or an IP address.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.13.2 Modify or Delete Instant Group Call

The Instant Group Call – Instant Group Call Profile page is used to modify the profile
information for an Instant Group Call or to delete an Instant Group Call.

Figure 195 Instant Group Call – Instant Group Call Profile

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 265 OF 519
 1) On the Group – Services menu page, click Instant Group Call. The Group – Instant
Group Call page appears.
2) Click Edit or any item on the row for the Instant Group Call. The Instant Group Call –
Profile menu page appears.
3) Click Profile. The Group – Instant Group Call Profile page appears.
4) To delete the Instant Group Call, click Delete. The previous page appears.
5) To change the Instant Group Call ID, click Change User ID. The Group – Change
User ID page appears. Enter the new Instant Group Call ID, select the domain from
the drop-down list, and then click OK.
6) To modify the profile information, type or select information for the Instant Group Call.
An asterisk (*) indicates required data. For information on the fields available on this
page, see section 5.13.1 Add Instant Group Call.
7) Modify the Instant Group Call User List:
− To add a number to the list, enter the phone number or SIP/URI address in the
Phone Number / SIP-URI input box and click Add. Prefix phone numbers with
the feature access code for Calling Line ID Blocking, Calling Line ID Allow, or
Diversion Inhibitor to activate these features.
− To remove a number from the list, check the delete box next to the number and
click Delete.
8) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel.

5.14 Route Point

The Route Point service is used by a remote application (for example, an external call
center) to queue and route calls. It provides functionality similar to that of the Call Center –
Premium service but it does not perform call distribution and reporting functions. Route
Point provides the following functions:
 Queuing of incoming calls
 Sending notifications to the remote application about the incoming calls
 Handling call management actions from the remote application and applying those
actions to specific calls in the queue
This type of virtual user has the following specific administrative procedures:
 Add Route Point
 Access Route Point – Profile Menu
 Modify Route Point Profile or Delete Route Point
 Configure Music/Video On Hold
 Configure Distinctive Ringing
 Configure DNIS Numbers
 View Agents Use of DNIS
 Configure Failover Policy
 Configure Route Point Disposition Codes

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 266 OF 519
  Configure Routing Policies
You use the Group – Route Point page to perform configuration tasks related to your
group’s route points.
For a service provider group this page contains links to configure Agent Default Settings,
Agent Unavailable Codes, and Call Disposition Codes.
These settings are shared with the Call Center service and described in the appropriate
subsection in section 6 Configure Call Centers.

Figure 196 Group – Route Point (Service Provider)

5.14.1 Add Route Point

Use the Group – Route Point Add page to add a new route point.

Figure 197 Group – Route Point Add

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 267 OF 519
 1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears.
2) Click Add. The Group – Route Point Add page appears.
− Enter the route point name that will appear on the list of route points.
3) Type or select information for the route point. An asterisk (*) indicates required data.
− In Route Point ID, enter the login ID and select the domain from the drop-down
list. The ID must be from 6 through 80 characters and can only contain letters,
digits, single quotes, periods, semicolons, or the following symbols: #, $, %, &, +,
-, =, ?, |, _, ~, !, `, ^, {, }.
− In the Name box, enter the name, from 1 through 30 characters, that will appear
on the list of route points.
− Enter the display names for Calling Line ID services. These can be from 1
through 30 characters and cannot contain % and + symbols, backslashes, double
quotes, or extended ASCII characters.
− Enter the phone number for Calling Line ID services. The phone number can be
from 2 through 20 digits in the national format (3 through 22 characters in E.164
format). Spaces and dashes are allowed and do not count toward the length of
the phone number. Upon saving, the CLID phone number is stored either as
entered or after being normalized to E.164 format. The format is decided by the
system administrator and specified below the text box. Note that this box only
appears when the CLID policy in effect for the virtual subscriber is to use a
configurable CLID.

NOTE: The Hiragana Last Name and Hiragana First Name input boxes are designed for specific
markets. They do not appear unless configured by your system administrator.

− Enter and confirm the route point password.

NOTE: Input for the password fields appears as asterisks (*).

− Optionally, select a department from the drop-down list, which displays all
departments in your group, and if your group is part of an enterprise, all
departments created at the enterprise level by your enterprise administrator.
− From the Language drop-down list, select the language in which service-specific
messages are played during calls to the route point.
The system default is English (U.S. English) unless configured otherwise.
− Select the time zone for the route point.
− Select the network class of service for the route point. This determines the type
of calls allowed for the route point.
− For Bandwidth and QoS Settings, select the preferred announcement/music
codec for internal and external calls, from the corresponding drop-down lists.
− Configure the following Route Point Settings:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 268 OF 519
 − In the Queue Length, enter the maximum number of calls (from 0 through
525) that can wait in the route point queue.
− Check Enable video support to enable video support for the route point.
− Check Play Ringing when offering call to play the ringing tone to the caller
when the call is being offered to an agent.
− Enter the following Agent Settings to configure how the service behaves if an
agent does not answer a call:
− Check Enable maximum ACD wrap-up timer, and enter the time in minutes
and seconds to set the maximum time an agent can be in the wrap-up state.
− Check Automatically set agent state to <State> after call, and select an ACD
state from the drop-down list to automatically change the agent’s state to the
selected state when they complete a call.
− If you selected “Unavailable” in the previous step and the Agent Unavailable
Codes feature is enabled for your group or enterprise, select a code from the
drop-down list.
− Check Automatically answer calls after waiting <X> seconds, and enter the
time in seconds (from 1 through 10) to allow calls to agents to be
automatically answered after the specified amount of time and rendered over
the device’s speaker and microphone.
4) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without changing, click Cancel or select another page.

5.14.2 Access Route Point – Profile Menu

Once a route point is created, use the Route Point – Profile menu to access the pages
where you can view and configure route point information.

Figure 198 Route Point – Profile Menu

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 269 OF 519
 1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing route points for the group.
2) Click Edit or any item on the row for the route point. The Route Point – Profile menu
for the selected route point appears.

5.14.3 Modify Route Point Profile or Delete Route Point

The Route Point – Profile page is used to modify route point profile information or to delete
a route point. From this page, you can also access pages that allow you to change the
route point ID.

Figure 199 Route Point – Route Point Profile

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears listing route points for the group.
2) Click Edit or any item in the row for the Route Point. The Route Point – Profile menu
for the selected route point page appears.
3) Click Profile. The Route Point – Profile page appears.
4) To delete the route point, click Delete. The route point is deleted and previous page
appears.
5) Modify the Route Point profile settings as required. For more information about the
different Route Point Profile settings, see section 5.14.1 Add Route Point.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 270 OF 519
 5.14.4 Configure Music/Video On Hold
Use the Route Point – Music/Video On Hold page to customize route point voice prompts
played to callers waiting in the queue.

Figure 200 Route Point – Music/Video On Hold

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing route points for the group.
2) Click Edit or any item in the row for the Route Point. The Route Point – Profile menu
for the selected route point page appears.
3) Click Music/Video On Hold. The Route Point – Music/Video On Hold page appears.
4) For the Audio or Video input, select from the following options:
− Default
− URL, and then enter up to four addresses in the provided text boxes. The URLs
should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.
− External Source, and then select Identity/Device profile. A new area appears
where you can specify the identity/device profile to use.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 271 OF 519
 Figure 201 Route Point – Music/Video On Hold (External Source)

− Enter values for the following fields, as applicable.

Field Values Description

Identity/Device The drop-down list displays the The name of the identity/device profile for
Profile Name * available identity/device the external Music On Hold source.
profiles.

Line/Port * A valid line/port, maximum 161 The line number or SIP address of the
characters in user@domain external music source, depending on the
format. identity/device profile type you selected.
The user part can contain a Not available in IMS deployments.
leading +, letters, digits and the
following characters: -, _, !, ~,
*, (, ), periods, and single
quotes.
The drop-down box lists the
available domains.

Public Identity Maximum 161 characters in The SIP address of the external music
user@domain format. The user source.
part can only contain letters, Only available in IMS deployments.
digits, and the following
characters: -, _, !, ~, *, (, ),
periods, and single quotes.
The available domains are
listed in the drop-down box.

Port Number The drop-down list displays the The device port number for the external
ports available on the device. music source. Note that the Port number
field is only displayed when the static line
ordering mode is enabled for the
identity/device type.

Contact Can only contain letters, digits, A SIP contact address for the external
and the following characters: -, music source. Only available for
_, !, ~, *, (, ), &, =, +, $, ?, /, identity/device profile types that allow
periods, semicolons, or single static registrations.
quotes.

Path The format should follow the Routing information to the device, one for
RFC 3327 specification. each configured contact. Used when Path
header support is enabled.

5) To save your changes, click Apply or OK. Apply save your changes. OK saves your
changes and displays the previous screen.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 272 OF 519
 5.14.5 Configure Distinctive Ringing
Use the Route Point – Distinctive Ringing page to configure the Distinctive Ringing policy
for the Route Point.

Figure 202 Route Point – Distinctive Ringing

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing the route points for the group.
2) Click Edit or any item on the row for the route point. The Route Point – Profile menu
page appears.
3) Click Distinctive Ringing. The Route Point – Distinctive Ringing page appears.
4) To enable distinctive ringing, check Enable distinctive ringing for route point calls.
5) From the Ring Pattern drop-down list, select the ringing pattern for the route point.
6) From the Ringing Pattern for forced delivered route point calls drop-down list, select
the ringing pattern for the force-delivered calls.
7) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 273 OF 519
 5.14.6 Configure DNIS Numbers
Use the Route Point – DNIS page to view and configure the Dialed Number Identification
Service (DNIS) numbers and their settings for the selected route point.

5.14.6.1 View DNIS Numbers and Configure DNIS Display Settings

Use the Route Point – DNIS page to view the route point DNIS numbers and to configure
the route point-level DNIS display settings.

Figure 203 Route Point – Route Point DNIS

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing the route points for your group.
2) Click Edit or any item on the row for the route point. The Route Point – Profile menu
page appears.
3) Click DNIS. The Route Point – Route Point DNIS page appears, listing the DNIS
numbers for the selected route point.
4) Configure DNIS display settings. Check the options you want:
− Display DNIS Number to agent when presenting call instead of Calling Number
− Display DNIS Name to agent when presenting call instead of Calling Name

NOTE: You can use these settings to provide the agent with more information about the nature
of the call.

5) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or display another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 274 OF 519
 5.14.6.2 Assign and Configure DNIS Number
Use the Route Point – Add DNIS page to assign and configure a DNIS for the selected
route point.

Figure 204 Route Point – Add DNIS

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing the group route points.
2) Click Edit or any item on the row for the route point. The Route Point – Profile menu
page appears.
3) Click DNIS. The Route Point – Route Point DNIS page appears.
4) Click Add. The Route Point – DNIS Add page appears.
5) Enter a name for the DNIS. The name can be from 1 through 40 characters and
cannot contain the slash (“/”) or backslash (“\”) characters.
6) Select the phone number from the drop-down list.
7) If required, modify the extension. Extensions can vary in length within the limits
configured for your group.
8) Enter the calling line ID phone number. A phone number used for outgoing calls must
contain only digits or be an E.164 formatted number. It can be from 2 through 30
digits (3 through 22 digits in E.164 format including the plus sign). Additional spaces
and dashes are allowed but will not be included in the number.
9) To use a custom calling line name, check Use custom Calling Line name settings, and
enter the calling line first and last name. Each can be from 1 through 30 characters
and cannot contain percent or plus symbols, backslashes, double quotes, or extended
ASCII characters.
10) To play a custom announcement to callers in the route point queue who called this
DNIS, check Use custom DNIS music/video on hold settings.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 275 OF 519
 NOTE: If you checked the Use custom DNIS music/video on hold settings option, follow the
instructions in section 5.14.6.3 Configure DNIS Music/Video On Hold Message to configure the
custom announcement.

11) To allow outgoing calls to be made from this number, check Allow outgoing route
point.
12) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

5.14.6.3 Configure DNIS Music/Video On Hold Message

Use the Music On Hold Message tab on the Route Point – Add DNIS or Route Point –
Modify DNIS page to configure the custom announcement played to callers waiting in the
Route Point queue who called this DNIS.

Figure 205 Route Point – Modify DNIS – Music On Hold Message

1) On the Route Point – Add DNIS or Route Point – Modify DNIS page, click the Music
On Hold Message tab.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 276 OF 519
 2) For the Audio or Video input, select from the following options:
− Default
− URL, and then enter up to four addresses in the provided text boxes. The URLs
should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.
− External Source, and then select Identity/Device profile. A new area appears
where you can specify the identity/device profile to use.

Figure 206 Route Point – Modify DNIS – Music On Hold Message (External Source)

− Enter values for the following fields, as applicable.

Field Values Description

Identity/Device Profile Name The drop-down list displays The name of the
the identity/device profiles identity/device profile for the
available for your group. external Music On Hold
source.

Line/Port A valid line/port, maximum The line number or SIP

161 characters in address of the external music
user@domain format. source, depending on the
The user part can contain a identity/device profile type
leading +, letters, digits, and you selected.
the following characters: -, _, Not available in IMS
!, ~, *, (, ), periods, and single deployments.
quotes.
The drop-down box lists the
available domains.

Public Identity Maximum 161 characters in The SIP address of the

user@domain format. The external music source.
user part can only contain Only available in IMS
letters, digits, and the deployments.
following characters: -, _, !,
~, *, (, ), periods, and single
quotes.
The available domains are
listed in the drop-down box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 277 OF 519
 Field Values Description

Port Number The drop-down list displays The device port number for
the ports available on the the external music source.
device. You can select the port
number from the list of ports
available on the device.
Note that the Port number
field is only displayed when
the static line ordering mode
is enabled for the
identity/device type.

Contact Can only contain letters, digits, A SIP contact address for the
and the following characters: - external music source. Only
, _, !, ~, *, (, ), &, =, +, $, ?, /, available for identity/device
periods, semicolons, or single profile types that allow static
quotes. registrations.

Path The format should follow the Routing information to the

RFC 3327 specification. device, one for each
configured contact. Used
when Path header support is
enabled.

3) To save your changes, click Apply or OK. Apply save your changes. OK saves your
changes and displays the previous screen.
4) To exit without saving, click Cancel or select another page.

5.14.6.4 Modify or Delete DNIS Number

Use the Route Point – Modify DNIS page to delete a DNIS number or modify DNIS
number settings for the selected route point.

Figure 207 Route Point – Modify DNIS

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 278 OF 519
 1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing the group route points.
2) Click Edit or any item on the row for the route point. The Route Point – Profile menu
page appears.
3) Click DNIS. The Route Point – Route Point DNIS page appears.
4) Click any item in the row for the DNIS number you want to delete or modify. The
Route Point – Modify DNIS page appears.
5) To delete the DNIS, click Delete. The DNIS is deleted and the previous page
appears.

NOTE 1: You cannot delete the primary DNIS.

NOTE 2: You cannot delete a DNIS if an agent has configured this DNIS as the agent’s number
for making outgoing calls. If you try to delete such a DNIS, you get an error message.

WARNING: The delete operation is final. Once you click Delete, you cannot cancel the
operation.

6) To modify the DNIS configuration settings, click the Configure DNIS tab, and to modify
the DNIS custom announcement settings, click the Music On Hold Message tab. For
information about the settings on these tabs see sections 5.14.6.2 Assign and
Configure DNIS Number and 5.14.6.3 Configure DNIS Music/Video On Hold
Message.

5.14.6.5 View Agents Use of DNIS

Use the Route Point (DNIS) – Agent Usage page to view the list of agents who selected to
use the DNIS as their calling line ID for outgoing calls. The user has to have the Call
Center – Premium service assigned to be able to use this feature.

Figure 208 Route Point DNIS – Agent Usage

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing the group route points.
2) Click Edit or any item on the row for the route point. The Route Point – Profile menu
page appears.
3) Click DNIS. The Route Point – Route Point DNIS page appears.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 279 OF 519
 4) Click any item in the row for the DNIS number you want to delete or modify. The
Route Point – Modify DNIS page appears.
5) Click the View Agent Usage (Also saves current screen data) link. The Route
Point DNIS – Agent Usage page appears.
6) To return to the previous page, click OK.

5.14.7 Configure Failover Policy

A Failover policy can be configured for a route point, which enables call transfer to a
specified destination during external system failure. When a route point is in failover
mode, all calls are routed to the configured failover destination. In addition, a Per-Call
Failover policy can be configured, to route failed calls - calls that for any reason have not
been answered within configured time - to an alternate destination. When the route point
is in Failover mode, the Route Point Failover policy takes precedence over the Per-Call
Failover policy.
A route point is in failover mode if the external system monitoring the route point has failed
or when a manual failover has been performed on the route point. The route point status
changes from “Normal” to “Failover”.
Use the Route Point – Failover Policy page to configure the failover settings for the route
point.

Figure 209 Route Point – Failover Policy

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing the group route points.
2) Click Edit or any item on the row for the route point. The Route Point – Profile menu
page appears.
3) Click Failover Policy. The Route Point – Failover Policy page appears.
4) Configure failover settings:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 280 OF 519
 − To enable failover support, check On for Enable failover support. To disable it,
check Off.
− From the Route Point External System drop-down list, select the external system
to monitor. When the selected system fails, the route point state changes from
“Normal” to “Failover”.

NOTE: If the list is empty, ask your service provider/enterprise or system administrator to assign
route point external systems to your group. You can also consult the list of route point external
systems for your group on the Resources – Route Point External Systems page.

− In the Failover phone number/SIP-URI, enter the destination where to route calls
during failover.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be from 1 through 80 characters and can be either a domain
name or an IP address.

NOTE: The read-only Status field indicates the status of the route point, which can be “Normal”
or “Failover”.

5) For the Per-Call Failover Settings configure the following:

− In Call failure timeout, enter the time in seconds after which a call is consider as
failed.
− In Outbound call failure timeout, enter the time in seconds after which an
outbound call is considered as failed.
− In Failover phone number/SIP-URI, enter the number where to forward failed
calls.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be from 1 through 80 characters and can be either a domain
name or an IP address.
6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 281 OF 519
 5.14.8 Configure Route Point Disposition Codes
Use the Route Point – Call Disposition Codes page to configure disposition codes for the
route point.

NOTE: From this page, you can also view and use group-level disposition codes, but you
cannot modify them.

Figure 210 Route Point – Call Disposition Codes

5.14.8.1 Add Disposition Code

Use the Route Point – Call Disposition Code Add page to add a route point disposition
code.

Figure 211 Route Point – Call Disposition Codes Add

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears.
2) Click Edit on the row for the route point. The Route Point – Profile menu appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 282 OF 519
 3) Click Disposition Codes. The Route Point – Call Disposition Codes page appears.
4) Click Add. The Route Point – Call Disposition Codes Add page appears.
5) Enter the code. The code can be 1 through 10 characters and cannot contain the
slash (“/”) or backslash (“\”) characters. This is a required field.
6) Enter the code description.
7) To activate the code, check the Active box.
8) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and returns to the previous page. To exit without saving, click Cancel
or select another page.

5.14.8.2 Modify or Delete Disposition Code

Use the Route Point – Call Disposition Code Modify page to delete or modify a route point
call disposition code.

NOTE: You can only modify or delete route point disposition codes from this page.

Figure 212 Route Point – Call Disposition Codes Modify

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears.
2) Click Edit on the row for the route point. The Route Point – Profile menu appears.
3) Click Disposition Codes. The Route Point – Call Disposition Codes page appears.
4) Click Edit on the row for the disposition code you want. The Route Point – Call
Disposition Code Modify page appears.
5) To delete the disposition code, click Delete. The disposition code is deleted and the
previous page appears.

WARNING: The Delete operation is final. You cannot undo it.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 283 OF 519
 6) To modify the code, change information as required. For a description of the fields on
this page, see section 5.14.8.1 Add Disposition Code.
7) To save your changes, click OK.
To exit without changing, click Cancel or select another page.

5.14.8.3 Activate or Deactivate Disposition Codes

Use the Route Point – Call Disposition Codes page to activate or deactivate route point
disposition codes.

Figure 213 Route Point – Call Disposition Codes

1) On the Group – Services menu page, click Call Center. The Group – Route Point
page appears.
2) Click Disposition Codes. The Route Point – Call Disposition Codes page appears.
3) To activate a disposition code, check the Active box in the row for the code. To
deactivate a code, uncheck the box.

NOTE: You can only activate or deactivate route point disposition codes from this page.

4) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and returns to the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 284 OF 519
 5.14.8.4 Configure Disposition Codes Defaults
Use the Route Point – Call Disposition Codes page to configure default call disposition
codes settings for the selected route point.

Figure 214 Route Point – Call Disposition Codes

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears.
2) Click Disposition Codes. The Route Point – Call Disposition Codes page appears.
3) To enable the use of the disposition codes for the route point, check Enable Call
Disposition Codes.
4) To use the group and route point disposition codes, check Use group codes in
addition to route point codes. To use only the route point disposition codes, uncheck
the box.
5) To force the use of disposition codes for the route point, check Force use of call
disposition codes with Default Code and select the default disposition code from the
drop-down list.
6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and returns to the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 285 OF 519
 5.14.9 Configure Routing Policies
Routing policies specify how calls are routed to agents and queued when no agent is
available to take the call.
The following routing policies can be configured for a routing point:
 Automatic Call Distribution (ACD) Policies
− Forced Forwarding
− Holiday Service
− Night Service
 Queued Calls Policies
− Bounced Calls
− Overflow
Use the Route Point – Routing Policies menu page to access pages to configure Route
Point Routing policies.

Figure 215 Route Point – Routing Policies Menu

1) On the Group – Services menu page, click Route Point. The Group – Route Point
page appears, listing the group route points.
2) Click Edit or any item on the row for the route point. The Route Point – Profile menu
page appears.
3) In Options, click Routing Policies. The Route Point – Routing Policies menu page
appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 286 OF 519
 5.14.9.1 Forced Forwarding
Use the Route Point – Forced Forwarding page to configure the Forced Forwarding policy
for the route point.

Figure 216 Route Point – Forced Forwarding

1) On the Route Point – Routing Policies menu page, click Forced Forwarding. The
Route Point – Forced Forwarding page appears.
2) To enable Forced Forwarding, check On. To disable it check Off.
3) If you enabled the service, enter the phone number or SIP-URI where you want the
calls forwarded.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164 format).
Spaces and dashes are allowed but are not included in the number. The SIP-URI
must be in the user@domain format. The user part can be from 1 through 80
characters and can contain a leading +, letters, digits, and the following characters: !,
~, *, (, ), dash, underscore, period, or single quotes. The domain part can be from 1
through 80 characters and can be either a domain name or an IP address.
4) To enable configuration of Forced Forwarding through feature access codes, check
Allow feature access codes to configure forced forwarding.
5) To play an announcement to the caller before forwarding the call, check Play
announcement before forwarding.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 287 OF 519
 6) For the Audio and Video setting, select from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes
The URL addresses should be in the following format: http/https://<domain
name/IP address>[<:port>][path], for example,
http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

7) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 288 OF 519
 5.14.9.2 Holiday Service
Use the Route Point – Holiday Service page to configure the Holiday Service policy for the
route point.

Figure 217 Route Point – Holiday Service

1) On the Route Point – Routing Policies menu page, click Holiday Service. The Route
Point – Holiday Service page appears.
2) For Action, select from the following options:
− Select None if you do not want the call to be treated differently during holiday
schedule.
− Select Perform busy treatment if you want calls to receive busy treatment during
the holiday schedule.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 289 OF 519
 − Select Transfer to phone number/SIP-URI and then enter the number where you
want the calls to be forwarded during the holiday schedule.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be from 1 through 80 characters and can be either a domain
name or an IP address.
3) From the Holiday Schedule drop-down list, select the schedule.
4) If you want an announcement to be played before applying the action, check Play
announcement before holiday service action.
5) Select the Audio or Video announcement from the following options:
− Default
− URL, and then enter up to four addresses in the provided text boxes.
The URL addresses should be in the following format: http/https://<domain
name/IP address>[<:port>][path], for example,
http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 290 OF 519
 5.14.9.3 Night Service
Use the Route Point – Night Service page to configure the Night Service policy for the
route point.

Figure 218 Route Point – Night Service

1) On the Route Point – Routing Policies menu page, click Night Service. The Call
Center – Night Service page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 291 OF 519
 2) For the Action settings, select from the following:
− Select None if you do not want the call to be treated differently during the night
schedule.
− Select Perform busy treatment if you want the calls to receive busy treatment
during the night schedule.
− Select Transfer to phone number/SIP-URI and then enter the number where you
want the calls to be forwarded during the night schedule.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be from 1 through 80 characters and can be either a domain
name or an IP address.
3) For Force night service now regardless of business hours schedule, check On to
enable night service immediately or Off to return to regular night schedule.
4) From the Business Hours drop-down list, select the business hours.
5) To allow Night Service Override using feature access codes, check Allow feature
access codes to manually override night service.
6) Check Play announcement before night service action to play an announcement to
callers before applying the configured action to the call.
7) Select the announcement to play in manual override mode from the following:
− Normal announcement
− Manual mode announcement
8) For the Normal Mode Audio, Normal Mode Video, Manual Mode Audio, and Manual
Mode Video, select the files to be played to callers from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes.
The URL addresses should be in the following format: http/https://<domain
name/IP address>[<:port>][path], for example,
http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

9) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 292 OF 519
 5.14.9.4 Bounced Calls
Use the Route Point – Bounced Calls page to configure the Bounced Calls policy for the
route point.

Figure 219 Route Point – Bounced Calls

1) On the Route Point – Routing Policies menu page, click Bounced Calls. The Call
Center – Bounced Calls page appears.
2) Decide whether to bounce unanswered calls. To bounce calls, select Bounce calls
after <number> rings and enter the number of rings to bounce calls unanswered by
agents within the specified number of rings. The number must be from 1 through 20.
3) Select Transfer to phone number / SIP-URI to transfer bounced calls to the specified
destination and enter the destination in the text box.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164 format).
Spaces and dashes are allowed but are not included in the number. The SIP-URI
must be in the user@domain format. The user part can be from 1 through 80
characters and can contain a leading +, letters, digits, and the following characters: !,
~, *, (, ), dash, underscore, period, or single quotes. The domain part can be either a
domain name or an IP address.
4) Select Bounce calls if agent becomes unavailable while routing the call if you want the
call to bounce if the agent becomes unavailable while the call is offered.
5) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and returns to the previous page.
6) To exit without changing, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 293 OF 519
 5.14.9.5 Overflow
Use the Route Point – Overflow page to configure the Overflow policy for the route point.

Figure 220 Route Point – Overflow

1) On the Route Point – Routing Policies menu page, click Overflow. The Call Center –
Overflow page appears.
2) Configure the Action settings. Select from the following:
− Perform busy treatment
− Transfer to phone number/SIP-URI, and enter the number in the text box
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be from 1 through 80 characters and can be either a domain
name or an IP address.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 294 OF 519
 − Play ringing until caller hangs up
3) To enable call overflow, check Enable overflow after calls, wait <X> seconds, and
enter the number of seconds (from 0 through 7200) in the text box.
4) To play an announcement before applying overflow treatment to a call, select Play
announcement before overflow processing.
5) To configure the announcement, select from the following Audio and Video options:
− Default
− URL, and then enter up to four addresses in the provided text boxes.
The URL addresses should be in the following format: http/https://<domain
name/IP address>[<:port>][path], for example,
http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 295 OF 519
 5.15 Trunk Group
The Trunk Group service allows trunk group members to place a defined number of
simultaneous calls from a limited number of resources. You configure the service by
creating trunk groups and assigning resources and users to them.

Figure 221 Group – Trunk Group

This type of virtual user has the following specific administrative procedures:
 Add Trunk Group
 View Trunk Group Profile Menu
 Modify Trunk Group Profile or Delete Trunk Group
 View Trunk Group Users and Change Pilot User
 Configure Call Forwarding Always
 Configure Capacity Management
 Configure Stateful Trunk Group Rerouting
 Configure Unreachable Destination
 Add Users in Bulk Using Directory Numbers
 Add Users in Bulk Using Extensions
 View Tasks to Add Users in Bulk
 Display Status of or Delete Bulk Task
 View Registrations for Pilot User
 Configure Security Classification

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 296 OF 519
 5.15.1 Add Trunk Group
Use the Group – Trunk Group Add page to add the basic information for a new trunk
group. A trunk group is itself a virtual user and you provision it with many of the attributes
a user has.

Figure 222 Group – Trunk Group Add

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 297 OF 519
 Figure 223 Group – Trunk Group Add (Additional Options in IMS Deployments)

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Add. The Group – Trunk Group Add page appears.
3) In the Name text box, type in a name for the trunk group (from 1 through 30
characters). This is a required field.
4) Optionally, from the Department drop-down list select a department.
5) Configure the maximum number of calls options. These options configure the
maximum number of simultaneous calls as well as the maximum number of incoming
and outgoing calls. Required information is marked with an asterisk.
Input Box Allowed Values Description

Maximum Active 1 through Number of The maximum number of active

Calls Allowed * Business Trunking License calls allowed in the trunk group.
Units for this Group. To see The maximum number of active
the number of business calls cannot exceed the number
trunking license units of business trunking license
authorized to your group, see units allocated to your group or
the Resources – Trunking enterprise (if your group is part
Call Capacity page. of an enterprise).

Maximum Active 0 through Maximum Active The maximum number of active

Incoming Calls Calls Allowed. incoming calls. The maximum
NOTE: You can set the number of active incoming calls
maximum number of active cannot exceed the maximum
incoming calls to “0” to number of active calls.
indicate that the trunk group
only accepts originating calls.
However, if you set both the
maximum number of active
incoming calls and the
maximum number of active
outgoing calls to “0”, the trunk
group is not able to accept
any calls.

Maximum Active 0 through Maximum Active The maximum number of active

Outgoing Calls Calls Allowed. outgoing calls. The maximum
NOTE: You can set the number of active outgoing calls
maximum number of active cannot exceed the maximum
outgoing calls to “0” to number of active calls.
indicate that the trunk group
only accepts terminating calls.
However, if you set both the
maximum number of active
incoming calls and the
maximum number of active
outgoing calls to “0”, the trunk
group is not able to accept
any calls.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 298 OF 519
 6) To enable authentication:
− Select Enable Authentication.
− Type the Authentication User Name of the device (from 1 through 80 characters).
− In the Type New Authentication Password and Re-type New Authentication
Password enter the password of the device. The password must be from 5
through 60 characters.
7) Configure the trunk group identity options.
Input Box Description

Trunk Group Identity When forming the terminating INVITE request, the Application
Server may add a parameter to the Request-URI to indicate the
trunk group identity.
It can be a maximum of 161 characters in user@domain format.
The user part must be from 6 through 80 characters and can only
contain letters, digits, single quotes, periods, semicolons, or the
following symbols: #, $, %, &, +, -, /, =, ?, |, _, ~, !, `, ^, {, }.
The drop-down box lists the domains available for your group.

OTG/DTG Identity Originating trunk group (OTG) identity/destination trunk group

(DTG) identity (1 through 20 characters).

Enable Trunk Group Prefix Check this option and enter the prefix to make the Application
Server add trunk group-specific prefix to the destination address
(1 through 15 digits).

Allow calls directly to trunk Check this option to allow translations of the called number to be
group with Trunk Identity performed using trunk group identity.

Allow calls directly to trunk Check this option to allow translations of the called number to be
group with DTG Identity performed using DTG identity.

Include Trunk Identity for If a call terminates on a trunk group, the Application Server may
Calls to Trunk Group use the tgrp and trunk-context parameters to identify the
destination trunk group. If Include Trunk Identity for Calls to
Trunk Group is enabled for the trunk group, the Application
Server adds to the user part of the Request-URI the tgrp
parameter with a value taken from the user part of the trunk
group identity, and a trunk-context parameter with a value taken
from the domain part of the trunk group identity. An INVITE can
include the dtg and tgrp parameters, as they are independent
from each other.

Include DTG Identity for The Application Server uses the dtg parameter for Enterprise
Calls to Trunk Group Trunk terminations to identify the destination trunk group. If
Include DTG Identity for Calls to Trunk Group is enabled for the
trunk group, the Application Server adds the dtg parameter to the
Request-URI. An INVITE can include both a dtg and tgrp
parameter, as the configuration parameters are independent from
one another.

Include Trunk Identity for Check this option to allow trunk group identity information to be
Calls from Trunk Group included in the INVITE for trunk group-originated calls terminating
to the networks side.

Include OTG Identity for Check this option to allow OTG identity information to be included
Calls from Trunk Group in the INVITE for trunk group-originated calls terminating to the
networks side.

Enable Network Address This field is read-only and cannot be changed.

Identity

Allow Unscreened Calls Check this option to allow calls to continue even though a user
has not been identified on the trunk group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 299 OF 519
 Input Box Description

Allow Unscreened Check this option to allow emergency calls to continue even
Emergency Calls though a user has not been identified on the trunk group.

Route to Peering Domain Check this option to specify that the Peering Domain should be
used to rewrite the host portion of the outgoing message’s
Request-URI and, if enabled, P-Called-Party-ID.

Peering Domain The domain to be used in trunk group addressing for outgoing
calls. If you checked the Route to Peering Domain box, select a
Peering Domain from the drop-down list. The list contains all the
domains assigned to the group.

Pilot User Call Optimization Select the Pilot User Call Optimization Policy from the following
Policy options:
 Select Optimize for User Services not to apply one-call-per-
session processing for calls to or from that trunk group’s pilot user.
This means the pilot user can use all the services that the other
trunking users can use, such as Three-Way Calling.
 Select Optimize for High Call Volume to apply one-call-per-
session processing for calls to or from that trunk group’s pilot user,
which improves call throughput at the expense of limited user
services.
Note that you cannot disable this policy.

Trunk Group User Lookup Select the Trunk Group User Lookup Policy from the following
Policy options:
 Select Use default System Policy to use the system default policy.
 Select Use this Trunk Group Policy to use the policy configured
on this page, and select Basic Lookup, Extended Lookup, or
Basic Lookup Prefer From from the drop-down list.
Calling Line Identity Source Specify the calling line identity source policy for screened
for Screened Trunk Group external call originations from the drop-down list:
Calls Policy  Select Use default System Policy to use the system default policy.
 Select Use this Trunk Group Policy to use the policy configured
on this page, and select Profile Name and Profile Number,
Received Name and Profile Number, or Received Name and
Received Number from the drop-down list.
When the Pilot User Calling Line Identity for External Calls Usage
policy is set to “All Originating Calls”, it has precedence over this
policy.
This policy does not apply to emergency calls.

Pilot User Calling Line Select the Pilot User Calling Line Asserted Identity Usage Policy
Asserted Identity Usage from the following options:
Policy  Select Use default System Policy to use the system default policy.
 Select Use this Trunk Group Policy to use the policy defined on
this page, and select "All Originating Calls" or "Unscreened
Originating Calls" from the drop-down list.
Note that you cannot disable this policy.

Support Connected Identity Select the Support Connected Identity Policy from the following
Policy options:
 Select Use default System Policy to use the system default policy.
 Select Use this Trunk Group Policy to use the policy defined on
this page and select “Enabled” or “Disabled” from the drop-down
list.
Implicit Registration Set Select the Implicit Registration Set Support Policy from the
Support Policy following options:
(IMS deployments)  Select Use default System Policy to use the system default policy.
 Select Use this Trunk Group Policy to use the policy defined on
this page and select a policy from the drop-down list.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 300 OF 519
 Input Box Description

SIP Identity for Pilot and Select the SIP Identity for Pilot and Proxy Trunk Modes Policy
Proxy Trunk Modes Policy from the following options:
(IMS deployments)  Select Use default System Policy to use the system default policy.
 Select Use this Trunk Group Policy to use the policy defined on
this page and select a policy from the drop-down list.
Pilot User Calling Line Select the usage policy for the pilot user calling line identity for
Identity for External Calls external calls from the drop-down list:
Usage Policy  Select No Calls if you do not want the pilot user’s CLID used for
any external calls on a trunk group. The originating BroadWorks
user’s CLID will be used, if available; otherwise, the received
CLID will be used.
 Select All Originating Calls to have the pilot user’s CLID used for
all outbound external calls on a trunk group.
 Select Unscreened Originating Calls to have the pilot user’s CLID
used for unscreened outbound originating calls (that is originating
external calls for which BroadWorks is unable to identify a
BroadWorks user as the originator) and the originating
BroadWorks user’s CLID in all other cases.
This policy has precedence over the Calling Line Identity Source
for Screened Trunk Group Calls Policy when it is set to “All
Originating Calls”.

Pilot User Calling Line Select the usage policy for the pilot user calling line identity for
Identity Usage for Emergency emergency calls from the drop-down list:
Calls Policy  Select No Calls if you do not want the pilot user’s CLID used for
any emergency calls on a trunk group. The originating
BroadWorks user’s CLID will be used, if available; otherwise, the
received CLID will be used.
 Select All Originating Calls to have the pilot user’s CLID used for
all originating emergency calls received via the trunk group.
 Select Unscreened Originating Calls to have the pilot user’s CLID
used for unscreened originating emergency calls from the trunk
group (that is originating emergency calls for which BroadWorks
is unable to identify a BroadWorks user as the originator) and the
originating BroadWorks user’s CLID in all other cases.

Pilot User Charge Number Select the usage policy for the pilot user charge number from the
Usage Policy drop-down list:
 If you select No Calls the charge number associated with the pilot
user of the trunk group is ignored, that is the capability is disabled.
 If you select All Originating Calls, the pilot user's charge number is
used for any call originated on the trunk group.
 If you select Unscreened Originating Calls, the pilot user’s charge
number is used only for unscreened originations (that is,
originations from non-BroadWorks users).

8) Select the device category. You can select “Identity/Device Profile” or “None”. “None”
is selected by default.

Figure 224 Group – Trunk Group with Identity Device Profile

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 301 OF 519
 9) If you have selected Identity/Device Profile:
− Select the device from the Identity/Device Profile Name drop-down list.
− If you want to add a pilot user, select Add Pilot User. A new area for the pilot user
appears.

Figure 225 Group – Trunk Group Add with Add Pilot User

− If you selected Add Pilot User, add the Pilot User information as shown in the
following table.
Setting Name Values Description

User ID * 6 through 80 The pilot user’s login ID.

characters. Can only
contain letters, digits,
single quotes, periods,
semicolons, or the
following symbols: #, $,
%, &, +, -, =, ?, |, _, ~, !,
`, ^, {, }.

Domain * The drop-down list The domain name. The group default domain
displays all domains name appears first.
available for the group.

Last Name 1 through 30 The last name of the user.

characters.

First Name 1 through 30 The first name of the user.

characters.

Calling Line ID 1 through 30 The last name of the user for the calling line ID
Last Name * characters. Cannot (CLID).
contain % and +
symbols, backslashes,
double quotes, or
extended ASCII
characters.

Calling Line ID 1 through 30 The first name of the user for the CLID.
First Name * characters. Cannot
contain % and +
symbols, backslashes,
double quotes, or
extended ASCII
characters.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 302 OF 519
 Setting Name Values Description

Calling Line ID 1 through 20 digits in The phone number that appears as the user’s
Phone Number the national format (3 caller ID. Upon saving, the CLID phone
through 22 characters in number is stored either as entered or after
E.164 format). Spaces being normalized to E.164 format. The format
and dashes are allowed is decided by the system administrator and
and do not count toward specified below the text box.
the length of the phone Your group’s Calling Line ID policy must allow
number. the use of configurable CLID for calling line
identity.
Upon saving, the CLID phone number is
stored either as entered or after being
normalized to E.164 format. The format is
decided by the system administrator and
specified below the text box.

Initial Password Follow the password Type the initial password for the user.
rules for your group, as
specified on the Group
– Password Rules page.

Re-type Initial Same as Initial Type the initial password again.

Password Password.

Department The drop-down list The department of the user.

displays all departments NOTE: You cannot assign a user to more
in your group, and if than one department.
your group is part of an
enterprise, all
departments created at
the enterprise level by
your enterprise
administrator.

Language The drop-down list Language in which service announcements

displays all languages and treatments for incoming and outgoing calls
configured for your for the user are played.
system. Default is English (U.S. English) unless
provisioned otherwise.

Time Zone The drop-down list The time zone.

displays all available
time zones.

Network Class of The drop-down list The network class of service the user is
Service displays the network assigned to, which determines how user’s
classes of service that calls are processed.
can be assigned to the Network classes of service are defined by the
user. system administrator. You can use the
classes assigned to your group.

Line/Port A valid line/port, The line number or SIP address of the external
maximum 161 music source, depending on the
characters in identity/device profile type you selected.
user@domain format. Not available in IMS deployments.
The user part can
contain a leading +,
letters, digits, and the
following characters: -,
_, !, ~, *, (, ), periods,
and single quotes.
The drop-down box lists
the available domains.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 303 OF 519
 Setting Name Values Description

Public Identity Maximum 161 The SIP address of the external music source.
characters in Only available in IMS deployments.
user@domain format.
The user part can only
contain letters, digits,
and the following
characters: -, _, !, ~, *,
(, ), periods, and single
quotes.
The available domains
are listed in the drop-
down box.

Contact Can only contain letters, Up to five contact addresses for the user.
digits, and the following Only available for identity/device profile types
characters: -, _, !, ~, *, that allow static registrations.
(, ), &, =, +, $, ?, /, In IMS deployments, multiple contacts are not
period, semicolon, or allowed.
single quotes.

Path The format should Routing information to the device, one for each
follow the RFC 3327 configured contact. Used when Path header
specification. support is enabled.

10) Save your changes. Click OK. OK saves your changes and displays the previous
page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.15.2 View Trunk Group Profile Menu

Use the Trunk Group – Profile menu page to view and modify trunk group information.

Figure 226 Trunk Group – Profile Menu

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 304 OF 519
 1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 305 OF 519
 5.15.3 Modify Trunk Group Profile or Delete Trunk Group
The Trunk Group – Trunk Group Modify page is used to modify the profile information for a
trunk group or to delete a trunk group.

Figure 227 Trunk Group – Trunk Group Modify

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 306 OF 519
 1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Profile. The Trunk Group – Trunk Group Modify page appears.
4) To delete the trunk group, click Delete. The previous page appears.

NOTE: The delete will fail if there are users still assigned to it or if it is being referenced as
reroute trunk group.

WARNING: The delete function cannot be undone. Once you click Delete, your deletion is final.
Click Cancel if you want to avoid a deletion.

5) Modify information as required. For information about the fields on this page, see
section 5.15.1 Add Trunk Group.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

5.15.4 View Trunk Group Users and Change Pilot User

Use the Trunk Group – Trunk Group Modify page to view the users in a trunk group. From
this page, you can also access the profile of a trunk group user.

Figure 228 Trunk Group – Trunk Group Modify (Bottom of Page)

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Profile. The Trunk Group – Trunk Group Modify page appears.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 307 OF 519
 4) Search for users.
The Groups – Trunk Group Modify page is a page that contains an advanced search.
The User ID, Last Name, First Name, Phone Number, Extension, and Department
appear for each user. Depending on the number of pages of data on a list, you can
present the data several different ways. You can click the headings of a column to
change the sort order of items in the column, use the input boxes to specify search
criteria, or click the page links, for example, Next or Previous.
The advanced search lets you define specific search criteria to narrow your search
and display a manageable list. For more information on defining search criteria, see
the BroadWorks Getting Started Web Interface Administration Guide.
5) To access the User – Profile menu page for a trunk group user, click Edit in the row
for the target user.
6) To change the pilot user for the trunk group, check the Pilot User box in the row for
the new pilot user. Since there can only be one pilot user, when a new user is chosen
as a pilot user, the existing pilot user’s Pilot User check box is cleared.
7) To deselect the pilot user, uncheck the Pilot User box for the current pilot user.
8) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.15.5 Configure Call Forwarding Always Action

Use the Trunk Group – Call Forwarding Always page to configure the Call Forwarding
Always action for a trunk group.

Figure 229 Trunk Group – Call Forwarding Always

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Call Forwarding Always. The Trunk Group – Call Forwarding Always page
appears.
4) For Call Forwarding Always Action, select from the following:
− Select None if not action is required.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 308 OF 519
 − Select Forward to Phone Number/SIP-URI and enter the phone number or SIP-
URI if you want the calls to be forwarded to a phone number/SIP-URI. A phone
number can be from 2 through 30 digits (3 through 22 digits in E.164 format).
Spaces and dashes are allowed but are not included in the number. The SIP-URI
must be in the user@domain format. The user part can be from 1 through 80
characters and can contain a leading +, letters, digits, and the following
characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The domain
part can be either a domain name or an IP address.
− Select Reroute to Trunk Group and select the trunk group from the drop-down list
if you want the calls to be rerouted to a trunk group.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 309 OF 519
 5.15.6 Configure Capacity Management and View Performance Measurements
Use the Trunk Group – Capacity Management page to configure the maximum bursting
capacity and capacity exceeded parameters for a trunk group.
This page also displays the following trunk group performance measurements, which
allow you to monitor trunk group utilization in real time:
 Total Active Calls
 Total Active Incoming Calls
 Total Active Outgoing Calls

Figure 230 Trunk Group – Capacity Management

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 310 OF 519
 2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Capacity Management. The Trunk Group – Capacity Management page
appears.
4) For Bursting Capacity, select On or Off. When the bursting capacity is enabled, the
total calls for bursting maximum active calls are required.
5) Configure the capacity for the Maximum Active Calls and Bursting Maximum Active
Calls.
− In the *Total Calls text boxes, enter the number of calls in the Maximum Active
Calls and Bursting Maximum Active Calls columns. These are required fields
when bursting capacity is enabled. Maximum Active Calls cannot exceed the
number of Business Trunking License Units (for service provider groups) or the
maximum trunk group capacity (for enterprise groups) for your group. The
Bursting Maximum Active Calls cannot be more than a percentage of Maximum
Active Calls licensed for your system. (The default is 25 %.) The sum of Bursting
Maximum Active Calls for all trunk groups in your group cannot exceed the
bursting call capacity allocated to your group. You can view your group's trunking
call capacity on the Resources – Trunking Call Capacity page.

NOTE: The bursting maximum incoming calls and bursting maximum outgoing calls must be
less than or equal to the bursting maximum total calls. If the bursting maximum incoming calls or
outgoing calls is configured, the maximum incoming calls or outgoing calls must also be
configured.

− In the Incoming Calls text boxes, enter the number of calls in the Maximum Active
Calls and Bursting Maximum Active Calls columns.
− In the Outgoing Calls text boxes, enter the number of calls in the Maximum Active
Calls and Bursting Maximum Active Calls columns.

NOTE: You can set the maximum number of active incoming calls to “0” to indicate that the
trunk group can only accept originating calls. You can also set the maximum number of active
outgoing calls to “0” to indicate that the trunk group can only accept originating calls. However, if
you set both the maximum number of active incoming calls and the maximum number of active
outgoing calls to “0”, the trunk group is not able to accept any calls.

6) Configure the Incoming Capacity Exceeded Action, select from the following:
− None
− Forward to Phone Number/SIP-URI and then enter the number or URI in the text
box
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be either a domain name or an IP address.
− Reroute to Trunk Group and then select the trunk group from the drop-down list

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 311 OF 519
 NOTE: The current trunk group should not be in the Reroute Trunk Group drop-down list. If the
group belongs to an enterprise, the Reroute Trunk Group drop-down list includes all the trunk
groups in the enterprise. In addition, the group ID of the trunk group is provided in parentheses
when the trunk group is in a different group.

7) For Capacity Exceeded Alarm Initial Value, enter the number of calls (from 0 through
2147483647) in the text box.
This is a required field. If the Capacity Exceeded Counter is greater than the
configured threshold Capacity Exceeded Alarm Initial Value, and the Capacity
Exceeded Alarm Offset Value is not “0”, then the system generates an SNMP trap.
8) For Capacity Exceeded Alarm Offset Value, enter the number of calls (from 0 through
2147483647) in the text box. This is a required field.
9) Search for users.
The Groups – Trunk Group Capacity Management page is a page that contains an
advanced search. Depending on the number of pages of data on a list, you can
present the data several different ways. You can click the headings of a column to
change the sort order of items in the column, use the input boxes to specify search
criteria, or click the page links, for example, Next or Previous. The advanced search
lets you define specific search criteria to narrow your search and display a
manageable list. For more information on defining search criteria, see the
BroadWorks Getting Started Web Interface Administration Guide.
10) Assign hosted users by placing them in the Assigned Hosted Users column.

− To assign all users, click Add All.

− To assign specific users, select the users in Available Hosted Users column and
click Add.
− To unassign all users, click Remove All.
− To unassign specific users, select the users in Assigned Hosted Users column
and click Remove.
To select several items in sequential order, click the first item, hold down the
SHIFT key on the keyboard, and click the last item. To select several items, but
not in a particular order, click the names while holding down the CTRL key on the
keyboard.
11) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 312 OF 519
 5.15.7 Configure Stateful Trunk Group Rerouting
Use the Trunk Group – Stateful Trunk Group Rerouting page to configure the stateful
rerouting parameters for a trunk group.

Figure 231 Trunk Group – Stateful Trunk Group Rerouting

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Stateful Trunk Group Rerouting. The Trunk Group – Stateful Trunk Group
Rerouting page appears.
4) Configure the parameters on this page as follows.
Input Box Allowed Values Description

Trunk Group State N/A. This is a read-only field. It displays the current state of the
trunk group.

Enable Stateful Trunk N/A. This is a check box. Check this option to enable trunk
Group Rerouting group failover to an available trunk
group within the Enterprise Trunk
for call routing when the trunk
group becomes unavailable.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 313 OF 519
 Input Box Allowed Values Description

Send Continuous N/A. This is a check box. Check this option to enable trunk
Options Message group pooling to detect when the
trunk group becomes unavailable.
This is effective only when Enable
Stateful Trunk Group Rerouting is
checked.

Send Continuous 30 through 86400 Specify the frequency of sending

Options Message continuous pooling messages to
Every <X> seconds * the pilot user when trunk group is
available.
This is effective only when Send
Continuous Options Message is
checked.

Send Failure Options 10 through 86400 Specify the frequency of sending

Message Every <X> continuous pooling messages to
seconds * pilot user when trunk group is
unavailable.
This is effective only when Enable
Stateful Trunk Group Rerouting is
checked.

Failure Threshold 1 through 60 Specify the number of consecutive

Counter * unsuccessful pings that have to
occur before the trunk group is
considered unavailable.
This is effective only when Send
Continuous Options Message is
checked.

Success Threshold 1 through 60 Specify the number of consecutive

Counter * successful pings that have to occur
before the trunk group is
considered available.
This is effective only when Enable
Stateful Trunk Group Rerouting is
checked.

Invite Failure 1 through 60 Specify the number of unreachable

Threshold Counter * SIP INVITEs that must occur within
Invite Failure Threshold Window
set on this page for a trunk group
to be considered unavailable.
This is effective only when Enable
Stateful Trunk Group Rerouting is
checked.

Invite Failure 30 through 240 Specify the length of the INVITE

Threshold Window * failure threshold window (in
seconds).
This is effective only when Enable
Stateful Trunk Group Rerouting is
checked.

5) Configure successful SIP OPTIONS response status codes.

− To use the system-level status codes, select the Use default System Status
Codes option.
− To use the trunk group-level status codes defined on this page, select Use this
Trunk Group Status Codes and define the codes. You need to define at least one
code to be able to select this option and you can also use code patterns.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 314 OF 519
 − To define trunk group-level status codes, enter each code or code pattern in the
Successful Options Message Response Status Codes box and then click Add.
The code appears at the bottom of the page.
A status code pattern is a three-digit string ranging from “000” through “999”. A
status code pattern consists of the digits 0 through 9 and the following wildcard
characters:
? – Denotes any single digit. For example, "2??" matches any three-digit string
beginning with "2". "?" cannot be used within brackets.
[] – Denotes a single digit that satisfies the specified range of digits. A
consecutive range is indicated with a hyphen "-", while a nonconsecutive range is
indicated with a comma “,”. Hyphens and commas can be used in combination,
for example "[5-7,9]". Brackets cannot be nested. "?" cannot be used within
brackets.
− To delete a code or code pattern, check the Delete box in the row of the code.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves you
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.15.8 Configure Unreachable Destination

Use the Trunk Group – Capacity Management page to configure the maximum, bursting
capacity and capacity exceeded parameters for a trunk group.

Figure 232 Trunk Group – Unreachable Destination

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Unreachable Destination. The Trunk Group – Unreachable Destination page
appears.
4) In the Unreachable Destination Timeout text box, enter the duration for the time-out in
seconds (from 1 through 255). The default is “6”.
5) For Unreachable Destination Action, select from the following:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 315 OF 519
 − None
− Forward to Phone Number/SIP-URI and then enter the number in the text box.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be either a domain name or an IP address.
− Reroute to Trunk Group and then select the trunk group from the drop-down list.

NOTE: The current trunk group should not be in the Reroute to Trunk Group drop-down list. If
the group belongs to an enterprise, the Reroute to Trunk Group drop-down list includes all trunk
groups in the enterprise. In addition, when the trunk group is in a different group, the group ID of
the trunk group is provided in parentheses.

6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves you
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 316 OF 519
 5.15.9 Add Users in Bulk Using Directory Numbers
Use the Group – Create Trunk Group Users using DNs page to add information for a
group of users (identified by directory numbers) to a trunk group.

Figure 233 Trunk Group – Create Trunk Group Users using DNs

For the group of users being added in bulk:

 The department, time zone, and language of the trunk group are used.
 The user ID format, line/port format, and contact information can be specified as the
extension, the national directory number (no country code), or the E164 version of the
directory number.
 The directory number or extension will be used for the Hiragana first name/last name
if Hiragana support is enabled.
 The password will be either the directory number or the extension and the password
rules do not prevent the users from being added.
To add users by specifying DNs:
1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Trunk Group User Creation. The Trunk Group – Trunk Group User Creation
page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 317 OF 519
 4) Click Add Using DNs. The Group – Create Trunk Group Users using DNs page
appears.
5) Type or select information for the task and group of users. An asterisk (*) indicates
required data.
− Enter the task name (from 1 through 60 characters).
− Select the User ID Format. Choose the National DN or E164 Format (No Plus).
− Select the formats. The Populate Contact and Contact Format fields are
available only if the identity/device profile configured for the trunk group supports
static registrations.
6) Add directory numbers for the group of users:
− In the Available Range(s) column, select the ranges from which you want to add
numbers to the group of users. You can select some or all of the items in a
column. Item names are listed in numeric or alphabetical order. To select
several items in sequential order, click the first item, hold down the SHIFT key on
the keyboard, and click the last item. To select several items, but not in a
particular order, click the names while holding down the CTRL key on the
keyboard.
− To display the numbers in the selected ranges in the Available Phone Number(s)
column, click Add >.
− In the Available Phone Number(s) column, select the numbers to be assigned to
the group of users.
− To assign the selected items, click Add. To assign all items (unselected) at once,
click Add All. The assigned numbers appear in the Assign to Trunk Group
column.
7) Remove assigned numbers.
In the Assign to Trunk Group column, select the numbers and click Remove. To
move all numbers (unselected) at once, click Remove All.
8) Add service packs to the group of users:
− In the Available Service Packs column, select the packs to be assigned. You can
select some or all of the items in a column. Item names are listed in numeric or
alphabetical order. To select several items in sequential order, click the first item,
hold down the SHIFT key on the keyboard, and click the last item. To select
several items, but not in a particular order, click the names while holding down the
CTRL key on the keyboard.
− To assign the selected items, click Add. To assign all items (unselected) at once,
click Add All.
9) Remove assigned packs.
In the Assigned Service Packs column, select the packs and click Remove. To move
all packs (unselected) at once, click Remove All.
10) Add user services to the group:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 318 OF 519
 − In the Available User Services column, select the services for the group of users.
You can select some or all of the items in a column. Item names are listed in
numeric or alphabetical order. To select several items in sequential order, click
the first item, hold down the SHIFT key on the keyboard, and click the last item.
To select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
− To assign the selected items, click Add. To assign all items (unselected) at once,
click Add All.
11) Remove assigned services.
In the Assigned User Services column, select the services and click Remove. To
move all services (unselected) at once, click Remove All.
12) Save your changes. Click OK. OK saves your changes and displays the previous
page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.15.10 Add Users in Bulk Using Extensions

Use the Group – Create Trunk Group Users using Extensions page to add information for
a group of users (identified by extensions) to a trunk group.

Figure 234 Trunk Group – Create Trunk Group Users using Extensions

For the group of users being added in bulk:

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 319 OF 519
  The department, time zone, and language of the trunk group are used.
 The user ID format, line/port format, and contact information can be specified only as
the extension.
 The directory number or extension will be used for the Hiragana first name/last name
if Hiragana support is enabled.
 The password will be either the directory number or the extension and the password
rules do not prevent the users from being added.
To add users by specifying extension ranges:
1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Trunk Group User Creation. The Trunk Group – Trunk Group User Creation
page appears.
4) Click Add Using Extensions. The Group – Create Trunk Group Users using
Extensions page appears.
5) Type or select information for the group of users. An asterisk (*) indicates required
data.
− Enter the task name (from 1 through 60 characters).
− Select the User ID Format. Select a domain from the drop-down list.
− Select the Line/Port format. Select a domain from the drop-down list.
6) Add extension ranges to the group: for each range type the beginning extension in the
box on the left and the ending extension in the box on the right. The extension length
is as specified on your group's Utilities – Extension Dialing page.
7) Add service packs to the group of users:
− In the Available Service Packs column, select the packs for the group of users.
You can select some or all of the items in a column. Item names are listed in
numeric or alphabetical order. To select several items in sequential order, click
the first item, hold down the SHIFT key on the keyboard, and click the last item.
To select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
− To assign the selected items, click Add. To assign all items (unselected) at once,
click Add All.
8) Remove assigned packs.
In the Assigned Service Packs column, select the packs and click Remove. To move
all packs (unselected) at once, click Remove All.
9) Add user services to the group of users:
− In the Available User Services column, select the services for the group of users.
You can select some or all of the items in a column. Item names are listed in
numeric or alphabetical order. To select several items in sequential order, click
the first item, hold down the SHIFT key on the keyboard, and click the last item.
To select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 320 OF 519
 − To assign the selected items, click Add. To assign all items (unselected) at once,
click Add All.
10) Remove assigned services.
In the Assigned User Services column, select the services and click Remove. To
move all services (unselected) at once, click Remove All.
11) Save your changes. Click OK. OK saves your changes and displays the previous
page.
To exit without saving, select another page or click Cancel to display the previous
page.

5.15.11 View Tasks to Add Users in Bulk

Use the Group – Trunk Group User Creation page to view the tasks that add users in bulk
to a trunk group. From this page, you can add a task to add users using directory
numbers or extensions. You can also view the status of a task or delete a completed task.

Figure 235 Trunk Group – Trunk Group User Creation

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Trunk Group User Creation. The Trunk Group – Trunk Group User Creation
page appears.
For each task, this page shows the number of users to be created in a task; for
executing tasks, the number of users currently added; and, for completed tasks, the
number of users added, the number not added, and the number of errors.
The status of a user-creation task is one of these:
− Pending: The task has not begun.
− Executing: The task is in progress.
− Completed: The task has been completed.
To display the options for your Home page, click Group or Home.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 321 OF 519
 5.15.12 Display Status of or Delete Bulk Task
Use the Group – Trunk Group User Creation Status page to display the status of a task or
to delete a completed task. From this page, you can display the report for the task.

Figure 236 Trunk Group – Trunk Group User Creation Status

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) Click Trunk Group User Creation. The Trunk Group – Trunk Group User Creation
page appears.
For each task, this page shows the number of users to be created in a task; for
executing tasks, the number of users currently added; and, for completed tasks, the
number of users added, the number not added, and the number of errors.
The status of a user-creation task is one of these:
− Pending: The task has not begun.
− Executing: The task is in progress.
− Completed: The task has been completed.
4) Click Edit or any item on the row for the task. The Trunk Group – Trunk Group User
Creation Status page appears displaying the information about the task you selected.
5) To display the report about the task, click Click here for task report.
6) To delete the task, click Delete. The previous page appears.

NOTE: You can delete only completed tasks.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 322 OF 519
 5.15.13 View Registrations for Pilot User
The Trunk Group – Trunk Group Pilot User Registrations page displays the static and
dynamic registrations for the pilot user of the trunk group.

Figure 237 Trunk Group – Pilot User Registrations

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) In the Options menu, click Utilities. The Trunk Group – Utilities menu page appears.
4) Click Pilot User Registrations. The Trunk Group – Pilot User Registrations page
appears.
5) Click OK to return to the previous page.

5.15.14 Configure Security Classification

Use the Trunk Group – Security Classification page to assign a default security
classification level to a selected trunk group.
The trunk group default security classification level is used to classify trunk group calls in
the following scenarios:
 The BroadWorks user associated with the trunk group without a Security
Classification service assigned. This applies to the trunk group pilot user and the
trunk group hosted users.
 Unscreened trunk group originations when the trunk group pilot user does not have
the Security Classification service assigned.

NOTE: If there are multiple routes to a PBX, each of these trunk groups should be assigned
the same default trunk group security classification level so that all calls to/from the PBX are
classified the same way regardless of the selected trunk group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 323 OF 519
 Figure 238 Trunk Group – Security Classification

1) On the Group – Services menu page, click Trunk Group. The Group – Trunk Group
page appears.
2) Click Edit or any item on the row for the trunk group. The Trunk Group – Profile menu
page appears.
3) In the Options menu, click Utilities. The Trunk Group – Utilities menu page appears.
4) Click Security Classification. The Trunk Group – Security Classification page
appears.
5) From the Default Security Classification drop-down list, select the security
classification level for the trunk group.
6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 324 OF 519
 6 Configure Call Centers

The BroadWorks Call Center solution automatically processes incoming calls received by
a single phone number by distributing them to a group of agents. It places incoming calls
in a queue if all agent lines are busy.
The Call Center feature provides three levels of service:
 Call Center – Basic – The Call Center – Basic service provides basic queuing
capabilities, distributing calls to devices and people. It is an inexpensive solution for
multi-receptionist and other environments that require basic queuing capability.
 Call Center – Standard – The Call Center – Standard service provides, in addition to
queuing capabilities, such features as agent states, supervisor function, and reporting.
 Call Center – Premium – The Call Center – Premium service is the most feature-rich
Call Center solution. In addition to the capabilities of the standard offering, it provides
features such as Night Service, Forced Forwarding, and DNIS support. It is intended
to meet the needs of most Call Center environments.
The following table summarizes the three offerings and the functionality provided by each.
Feature Basic Standard Premium

Maximum Calls in Queue 25 50 525

Music On Hold/Comfort/Entrance Announcements X X X

Whisper Announcement X

Announcement Customization X X X

Distinctive Ringing X X X

Entrance Message Announcement X X X

Status and Statistics Reporting X X

 Basic Reporting
 Enhanced Reporting
 Canned and Custom Report Templates
 Scheduling Reports
Resetting Call Statistics X X X

Agent State and Unavailability Codes Support X X

Disposition Codes X

Agent and Supervisor Clients Support X X

Basic Routing Policies X X X

 Overflow

Standard Routing Policies X X

 Bounced Calls
 Stranded Calls

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 325 OF 519
 Feature Basic Standard Premium

Premium Routing Policies X

 Forced Delivery of Calls
 Night Service
 Holiday Service
 Forced Forwarding
 Comfort Bypass Messaging
DNIS Support X

Call Recording X X X

This chapter describes the administrative procedures used to configure and manage the
Call Center service.
You configure the Call Center service by creating and configuring individual service
instances (virtual users).
Call centers share some administrative tasks, such as activation and deactivation, with
other virtual users. For information, see section 5 Configure Services as Virtual Users.
This section only describes tasks that are specific to call centers, that is, Call Center virtual
users.
In addition, for service provider groups, this section describes how to configure group-level
settings and manage the Call Center Reporting feature.

NOTE: For enterprise groups, group-level settings and Call Center Reporting settings are
managed by your enterprise administrator.

You use the Group – Call Center menu to manage the Call Center service for your group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 326 OF 519
 Figure 239 Group – Call Center Menu (Service Provider Group with Call Center – Premium Service)

This chapter contains sections that correspond to each item on the Group – Call Center
menu page.
 Basic menu
The Call Centers menu item is used to configure and manage individual call centers.
The remaining menu items are used to configure group-level settings for the Call
Center service and apply only to service provider groups.
− Call Centers
− Agent Default Settings (All Services)
− Agent Threshold Profiles (Call Center – Premium and Call Center – Standard)
− Agent Unavailable Codes (Call Center – Standard, Call Center – Premium, and
Route Point)
− Call Disposition Codes (Call Center – Premium and Route Point)
− Routing Priority Settings (All Call Center Services)
 Reports menu
This menu contains items used to configure and manage group-level Call Center
Reporting.
− External Reporting Settings
− Report Branding
− Report Templates
− Scheduled Reports
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 327 OF 519
 6.1 Call Centers
The Group – Call Centers page provides an entry way for managing call centers for your
group.
The type of call centers you can create depends on the level of Call Center service
authorized to your group (Call Center – Basic, Call Center – Standard, or Call Center –
Premium). In addition, users have to be configured with the appropriate Call Center
service (Basic, Standard, or Premium) before they can be assigned as agents to a call
center of that type.

NOTE: When authorization for a given call center service is revoked from a group, the call
centers that are no longer eligible are removed.

The initial creation of a call center typically consists of the following:

 To create a Basic call center, configure the Profile, Addresses, Agents, and
Announcements tabs. Additionally, Overflow routing policy can be configured.
 To create a Standard call center, configure the Profile, Addresses, Supervisors,
Agents, and Announcements tabs. Additionally, the Stranded Calls, Bounced Calls,
and Overflow policies can be configured.
 To create a Premium call center, configure the Profile, Addresses, Supervisors,
Agents, and Announcements tabs. Additionally, the Stranded Calls, Bounced Calls,
Overflow, Forced Forwarding, Night Service, Holiday Service, and Comfort Bypass
policies can be configured.
A call center is a virtual user and shares some configuration tasks that are performed for
all users, such as assigning services and configuring the Outgoing Calling Plan. These
tasks are described in the appropriate subsection in section 4 Configure Users. For
example, configuring the Outgoing Calling Plan is described in section 4.6.3 Configure
Outgoing Calling Plan.
Call centers share personal service configuration tasks with users, that is, tasks that
regular users perform themselves, such as enabling or disabling forwarding of calls. For
information on how to perform those tasks, see the BroadWorks User Web Interface
Administration Guide.
Call centers also share some administrative tasks with other virtual users, such as
activation and deactivation. These tasks are listed in section 5.2 Configure Shared Tasks.
This section describes how to perform the following administrative procedures to manage
call centers.
 Add Call Center
 Modify Call Center Profile or Delete Call Center
 Assign or Unassign Agents
 Configure Call Center Disposition Codes (Premium Call Centers)
 Assign or Unassign Supervisors (Standard and Premium Call Centers)
 View Call Center Status and Statistics (Standard and Premium Call Centers)
 Customize Call Center Announcements
 Configure Weighted Call Distribution
 Configure Distinctive Ringing
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 328 OF 519
  Configure DNIS (Premium Call Centers)
 Configure Queue Status Notification (Premium Call Centers)
 Configure Forced Forwarding (Premium Call Centers)
 Configure Holiday Service (Premium Call Centers)
 Configure Night Service (Premium Call Centers)
 Configure Overflow Policy
 Configure Bounced Calls Policy
 Configure Stranded Calls Policy (Standard and Premium Call Centers)
 Configure Comfort Message Bypass (Premium Call Centers)

6.1.1 Access Group – Call Centers Page

You use the Group – Call Centers page to manage call centers.

Figure 240 Group – Call Centers (Service Provider)

To access the Group – Call Centers menu page, on the Group – Call Center menu page,
click Call Centers.

6.1.2 Add Call Center

Use the Group – Call Center Add page to create a call center. You use a different button,
to access the Group – Call Center Add page, depending on the type of call center you
want to create.
This section explains how to add a Basic, Standard, or Premium call center either
manually or using the Call Center Setup Wizard.

NOTE: If your group has more than one call center, it is good practice to verify and possibly
change the routing priority order after adding a new call center, to ensure that that call centers
are prioritized correctly. You use the Group – Call Center Routing Policies page to manage the
routing priorities of your call centers. For more information, see section 6.2.5 Routing Priority
Settings.

If your group is part of an enterprise, ask your enterprise administrator to verify or change the
routing priorities of your call centers.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 329 OF 519
 6.1.2.1 Add Basic Call Center

Figure 241 Group – Call Center Add (Basic)

1) On the Group – Services menu page, click Call Center. The Group – Call Centers
page appears.
2) Click Add Basic. The Group – Call Center Add page for a Basic call center appears.
3) Type or select information for the call center. An asterisk (*) indicates required data.
− Enter the call center ID and select the domain from the drop-down list. The ID
must be from 6 through 80 characters and can only contain letters, digits, single
quotes, periods, semicolons, or the following symbols: #, $, %, &, +, -, =, ?, |, _,
~, !, `, ^, {, }.
− Enter the call center name (from 1 through 30 characters) which will appear on
the list of call centers.
− Enter the last and first name for calling line identity. Each can be from 1 through
30 characters and cannot contain % and + symbols, backslashes, double quotes,
or extended ASCII characters.
− Enter the phone number for Calling Line ID services. Note that this box only
appears when the CLID policy in effect for the virtual subscriber is to use a
configurable CLID. The phone number can be from 1 through 20 digits (3
through 22 including the leading + sign in E.164 format). Spaces and dashes are
allowed and do not count toward the length of the phone number. Upon saving,
the CLID phone number is stored either as entered or after being normalized to
E.164 format. The format is decided by the system administrator and specified
below the text box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 330 OF 519
 NOTE: Note that the Hiragana Last Name and Hiragana First Name input boxes are designed
for specific markets. They do not appear unless configured by your system administrator.

− Enter and confirm the call center password. Follow the password rules for your
group.

NOTE: Input for the password fields appear as asterisks (*).

− Optionally, select a department from the drop-down list, which displays all
departments in your group, and if your group is part of an enterprise, all
departments created at the enterprise level by your enterprise administrator.
− From the Language drop-down list, select the language in which service-specific
messages are played during calls to the call center.
The system default is English (U.S. English) unless configured otherwise.
− Select the time zone for the call center.
− Select the network class of service for the call center. This determines the type of
calls allowed for the call center.
− Select the Group Policy, which configures the call distribution pattern for incoming
calls, by selecting one of the following options. Note that if you selected Skill
Based as the routing type, Group Policy for the call center can only be “Circular”,
“Regular”, or “Uniform”.
Policy Description

Circular Sends incoming calls to agents according to their position in a list.

After a call has been sent to the last agent on the list, the next call is
sent to the agent at the top of the list.

Regular Sends incoming calls to the next available agent.

Simultaneous Sends incoming calls to all agent numbers at the same time. Once the
call has been answered, the remaining calls to other agents are
released.

Uniform Sends the current incoming call to the agent who has been idle the
longest. After an agent has answered a call, he/she is moved to the
bottom of the call queue.

Weighted Call Assigns calls randomly to agents according to percentages you assign
Distribution on the Call Center – Weighted Call Distribution page.

− For Bandwidth and QoS Settings, select the preferred announcement / music
codec for internal and external calls, from the corresponding drop-down lists.
− For Call Center Settings, provide the following attributes.
Input Box Description

Queue Length The limit for the number of calls that can wait to be transferred to the
next agent. The queue length must be from 1 through 25 for a Basic
call center, from 1 through 50 for a Standard call center, and from 1
through 525 for a Premium call center.

Enable video support Select this box to enable video support.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 331 OF 519
 Input Box Description

Play Ringing when Select the box to play the ringing tone to the caller when the call is
offering call being offered to an agent.

Allow callers to dial Select this box, to allow callers to drop out of queue by entering a
<digit> to escape out predefined digit. Enter the digit (corresponding to a key on the phone
of queue keypad) in the space provided; the default value is “0”.

Reset caller statistics Select this box if you want the wait timer to be restarted for calls that
upon entry to queue have been transferred to a queue. When this option is checked, a call
transferred to a queue is treated as a new call and placed at the bottom
of the queue. When the option is not checked, the waiting time
accumulated for a call up to the transfer point is preserved and taken
into account when placing and prioritizing the call in the new queue.

− Enter the following Agent Settings to configure how the service behaves if an
agent does not answer a call or wants to log out from the center.
Input Box Description

Allow agents to join Select this box to allow agents to join the call center. A check mark
Call Centers indicates that the feature is enabled.

Allow Call Waiting on Select or unselect Allow Call Waiting on Agents. When Directory
Agents Number Hunting has been assigned to a call center, you can assign
Call Waiting to call center agents so that they can handle more than
one call directed to them, regardless of their Call Waiting feature
status.

4) To save your changes, click OK. OK saves your changes and displays the previous
page.
To exit without saving, select another page or click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 332 OF 519
 6.1.2.2 Add Standard Call Center

Figure 242 Group – Call Center Add (Standard)

1) On the Group – Services menu page, click Call Center. The Group – Call Center
page appears.
2) Click Add Standard. The Group – Call Center Add page for the Standard Call Center
appears.
3) Enter information as specified in section 6.1.2.1 Add Basic Call Center.
4) In addition, check Enable Call Center External Reporting, in the Reporting Settings
section, to enable external reporting for the call center.
5) In the Agent Settings section:
− Select Enable calls to agents in wrap-up state if you want to allow calls to be
forwarded to agents who are wrapping up the previous call.
− Select Enable maximum ACD wrap-up timer: <minutes>:<seconds>
(minutes:seconds) and enter the time (from 1 through 3600 seconds) to set the
maximum time an agent can be in the wrap-up state.
− Select Automatically set agent state to <State> after call and select the ACD state
from the drop-down list to automatically change the agent’s state to the selected
state when they complete a call.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 333 OF 519
 − If you selected “Unavailable” in the previous step and the Agent Unavailable
Codes feature is enabled for your group or enterprise, select an agent unavailable
code from the drop-down list. The code you select is automatically assigned to
agents after calls.
6) Click OK. OK saves your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.2.3 Add Premium Call Center

Figure 243 Group – Call Center Add (Premium)

1) On the Group – Services menu page, click Call Center. The Group – Call Center
page appears.
2) Click Add Premium. The Group – Call Center Add page for the Premium call center
appears.
3) Type or select information for the call center. An asterisk (*) indicates required data.
− Enter the call center ID and select the domain from the drop-down list. The ID
must be from 6 through 80 characters and can only contain letters, digits, single
quotes, periods, semicolons, or the following symbols: #, $, %, &, +, -, =, ?, |, _,
~, !, `, ^, {, }.
− Enter the call center name (from 1 through 30 characters) which will appear on
the list of call centers.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 334 OF 519
 − Enter the last and first name for calling line identity. Each can be from 1 through
30 characters and cannot contain % and + symbols, backslashes, double quotes,
or extended ASCII characters.
− Enter the phone number for Calling Line ID services. The phone number can be
from 1 through 20 digits (3 through 22 including the leading + sign in E.164
format). Spaces and dashes are allowed but do not count toward the length of
the phone number. Upon saving, the CLID phone number will be stored either as
entered or after being normalized to E.164 format. The format is decided by the
system administrator and specified below the text box. Note that this box only
appears when the CLID policy in effect for the virtual subscriber is to use a
configurable CLID.

NOTE: Note that the Hiragana Last Name and Hiragana First Name input boxes are designed
for specific markets. They do not appear unless configured by your system administrator.

− Enter and confirm the call center password. Follow the password rules for your
group.

NOTE: Input for the password fields appear as asterisks (*).

− Optionally, select a department from the drop-down list, which displays all
departments in your group, and if your group is part of an enterprise, all
departments created at the enterprise level by your enterprise administrator.
− From the Language drop-down list, select the language in which service-specific
messages are played during calls to the call center.
The system default is English (U.S. English) unless configured otherwise.
− Select the time zone for the call center.
− Select the network class of service for the call center. This determines the type of
calls allowed for the call center.
− Select the Routing Type, which determines whether calls are distributed to agents
based on agents’ skills or on the priority of the calls. You can select Skill Based
or Priority Based.
In the skill-based model, a skill level is assigned to each agent for each Premium
call center they are staffing. When the agent becomes available to receive a call
from one of those call centers, the call from the call center where the agent is
most skilled is offered to the agent. This way, agents work where they can be the
most effective.
To assign skill levels to agents, see section 6.1.3.3 Assign or Unassign Agents.
− Select the Group Policy, which configures the call distribution pattern for incoming
calls, by selecting one of the following options. If you selected Skill Based as the
routing type, you can only select Circular, Regular, or Uniform as the routing
policy for the call center.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 335 OF 519
 Policy Description

Circular Sends incoming calls to agents according to their position in a list.

After a call has been sent to the last agent on the list, the next call is
sent to the agent at the top of the list.

Regular Sends incoming calls to the next available agent.

Simultaneous Sends incoming calls to all agent numbers at the same time. Once the
call has been answered, the remaining calls to other agents are
released.

Uniform Sends the current incoming call to the agent who has been idle the
longest. After an agent has answered a call, he/she is moved to the
bottom of the call queue.

Weighted Call Assigns calls randomly to agents according to percentages you assign
Distribution on the Call Center – Weighted Call Distribution page.

− For Bandwidth and QoS Settings, select the preferred announcement/music

codec for internal and external calls, from the corresponding drop-down lists.
− For Call Center Settings, configure the following attributes:
Input Box Description

Queue Length The limit for the number of calls that can wait to be transferred to the
next agent. The queue length for the Premium call center must be
from 1 through 525.

Enable video support Select this box to enable video support.

Play Ringing when Select the box to play the ringing tone to the caller when the call is
offering call being offered to an agent.

Allow callers to dial Select this box to allow callers to drop out of queue by entering a
<digit> to escape out predefined digit. Enter the digit (corresponding on a key on the phone
of queue keypad) in the space provided; the default value is “0”.

Reset caller statistics Select this box if you want the wait timer to be restarted for calls that
upon entry to queue have been transferred to a queue. When this option is checked, a call
transferred to a queue is treated as a new call and placed at the
bottom of the queue. When the option is not checked, the waiting
time accumulated for a call up to the transfer point is preserved and
taken into account when placing and prioritizing the call in the new
queue.

4) Check Enable Call Center External Reporting, in the Reporting Settings section, to
enable external reporting for the call center.
− Enter the following Agent Settings to configure how the service behaves if an
agent does not answer a call or wants to log out from the center.
Input Box Description

Allow agents to join Select this box to allow agents to join the call center. A check mark
Call Centers indicates that the feature is enabled.

Allow Call Waiting on Select or unselect Allow Call Waiting on Agents. When Directory
agents Number Hunting has been assigned to a call center, you can assign
Call Waiting to call center agents so that they can handle more than
one call directed to them, regardless of their Call Waiting feature
status.

Enable calls to agents Select or unselect Enable calls to agents in wrap-up state. When this
in wrap-up state: option is selected calls can be forwarded to agents who are wrapping
<Min>:<Sec> up the previous call.
(minutes:seconds)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 336 OF 519
 Input Box Description

Enable maximum ACD Select this option and specify the maximum time in minutes and
wrap-up timer seconds (from 1 through 3600) an agent can be in the wrap-up state.

Automatically set Select this option and select the ACD state from the drop-down list to
agent state to <state> automatically change the agent’s state to the selected state when
after call they complete a call.
If you selected “Unavailable” and the Agent Unavailable Codes
feature is enabled for your group or enterprise, select an agent
unavailable code from the drop-down list. The code you select is
automatically assigned to agents after calls.

Automatically answer Select this option and enter the time in seconds (from 1 through 10)
calls after waiting to allow calls to agents to be automatically answered after the
<seconds> seconds specified amount of time and rendered over the device’s speaker and
microphone.

5) Click OK. OK saves your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.2.4 Add Call Center with Wizard

Use the Call Center Setup pages accessible from the Group – Call Center page by
clicking the Add Call Center Wizard button to create a call center.

Figure 244 Group – Call Centers

The following sections describe how to:

 Add Basic Call Center with Wizard
 Add Standard Call Center with Wizard
 Add Premium Call Center with Wizard
The number of pages in the Call Center Setup Wizard depends on the type of call center
you are creating.

NOTE: At any step of the procedure, you can go back to a previously configured page and
modify the data you entered.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 337 OF 519
 6.1.2.4.1 Add Basic Call Center with Wizard

1) On the Group – Call Center page, click Add Call Center Wizard. The Call Center
Setup: Select the Call Center Type page appears. This is the first page of the Call
Center Setup Wizard.

Figure 245 Call Center Setup: Select Call Center Type

2) From the Call Center Type options, select Basic, and then click Next. The Call Center
Setup: Step 1 of 3 – Configure Call Center Profile page appears.
To cancel the operation and exit the wizard, click Cancel.
Configure Call Center Profile

Figure 246 Call Center Setup (Basic Call Center): Step 1 of 3 – Configure Call Center Profile

3) Type or select information for the call center. An asterisk (*) indicates required data.
− Enter the call center ID and select the domain from the drop-down list. The ID
must be from 6 through 80 characters and can only contain letters, digits, single
quotes, periods, semicolons, or the following symbols: #, $, %, &, +, -, =, ?, |, _,
~, !, `, ^, {, }.
− Enter the call center name (from 1 through 30 characters) that appears on the list
of call centers.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 338 OF 519
 − Enter the last and first name for calling line identity. Each can be from 1 through
30 characters and cannot contain % and + symbols, backslashes, double quotes,
or extended ASCII characters.
− Enter the phone number for Calling Line ID services. Note that this box only
appears when the CLID policy in effect for the virtual subscriber is to use a
configurable CLID. The phone number can be from 1 through 20 digits (3
through 22 including the leading + sign in E.164 format). Spaces and dashes are
allowed but do not count toward the length of the phone number. Upon saving,
the CLID phone number will be stored either as entered or after being normalized
to E.164 format. The format is decided by the system administrator and specified
below the text box.

NOTE: The Hiragana Last Name and Hiragana First Name input boxes are designed for specific
markets. They do not appear unless configured by your system administrator.

− Enter and confirm the call center password. Follow the password rules for your
group.

NOTE: Input for the password fields appear as asterisks (*).

− Optionally, select a department from the drop-down list that displays all
departments in your group, and if your group is part of an enterprise, all
departments created at the enterprise level by your enterprise administrator.
− From the Language drop-down list, select the language in which service-specific
messages are played during calls to the call center.
The system default is English (U.S. English) unless configured otherwise.
− Select the time zone for the call center.
− Select the network class of service for the call center. This determines the type of
calls allowed for the call center.
− Select the Group Policy, which configures the call distribution pattern for incoming
calls, by selecting one of the following options.
Policy Description

Circular Sends incoming calls to agents according to their position on a list.

After a call has been sent to the last agent on the list, the next call is
sent to the agent at the top of the list.

Regular Sends incoming calls to the next available agent.

Simultaneous Sends incoming calls to all agent numbers at the same time. Once
the call has been answered, the remaining calls to other agents are
released.

Uniform Sends the current incoming call to the agent who has been idle the
longest. After an agent has answered a call, the agent is moved to
the bottom of the call queue.

Weighted Call Assigns calls randomly to agents according to percentages you

Distribution assign on the Call Center – Weighted Call Distribution page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 339 OF 519
 − For Bandwidth and QoS Settings, select the preferred announcement/music
codec for internal and external calls, from the corresponding drop-down lists.
− For Call Center Settings, provide the following attributes.
Input Box Description

Queue Length The limit for the number of calls that can wait to be transferred to the
next agent. The queue length must be from 1 through 25 for a Basic
call center, from 1 through 50 for a Standard call center, and from 1
through 525 for a Premium call center.

Enable video support Select this box to enable video support.

Play Ringing when Select the box to play the ringing tone to the caller when the call is
offering call being offered to an agent.

Allow callers to dial Select this box, to allow callers to drop out of queue by entering a
<digit> to escape out predefined digit. Enter the digit (corresponding to a key on the phone
of queue keypad) in the space provided; the default value is “0”.

Reset caller statistics Select this box if you want the wait timer to be restarted for calls that
upon entry to queue have been transferred to a queue. When the option is checked, a call
transferred to a queue is treated as a new call and placed at the
bottom of the queue. When the option is not checked, the waiting
time accumulated for a call up to the transfer point is preserved and
taken into account when placing and prioritizing the call in the new
queue.

− Enter the following Agent Settings to configure how the service behaves if an
agent does not answer a call or wants to log out from the center.
Input Box Description

Allow agents to join Select this box to allow agents to join the call center. A check mark
Call Centers indicates that the feature is on.

Allow Call Waiting on Select or unselect Allow Call Waiting on Agents. When Directory
Agents Number Hunting has been assigned to a call center, you can assign
Call Waiting to call center agents so that they can handle more than
one call directed to them, regardless of their Call Waiting feature
status.

4) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 2 of 3 – Configure Addresses page appears.
To save the information and exit the wizard, click Finish. To exit the wizard without
saving this information, click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 340 OF 519
 Configure Addresses

Figure 247 Call Center Setup (Basic Call Center): Step 2 of 3 – Configure Addresses

5) Select the call center phone number from the list and/or enter the call center
extension. Extensions can vary in length within the limits configured for your group.
For more information, see your group's Utilities – Extension Dialing page.
6) Enter up to three SIP addresses to associate with the call center. Calls directed to
any of these aliases are redirected to the call center’s main number. For each alias to
add, type the user part of the address and then select the domain from the drop-down
list. The user part can be from 1 through 80 characters and can only contain letters,
digits, and the following characters: -, _, ., !, ~, *, (, ), or single quotes. For each alias
to add, type the user part and then select the domain from the drop-down list.
7) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 3 of 3 – Assign Agents page appears.
To go back to the previous page without saving, click < Back. To save the
information and exit the wizard, click Finish. To exit the wizard without saving this
information, click Cancel.
If you click < Back, the Call Center Setup: Step 1 of 3 – Configure Call Center Profile
page appears displaying a link that allows you to change the call center’s user ID. For
information, see section 6.1.3.2.1 Change Call Center ID.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 341 OF 519
 Assign Agents

Figure 248 Call Center Setup (Basic Call Center): Step 3 of 3 – Assign Agents

8) Find available users:

− To find all available users, click Search.
− To find specific available users, enter search criteria and then click Search.
For more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide.
9) Select agents to assign:
− To assign all the available agents, click Add All.
− To assign specific agents, in the Available Agents column, select the users to
assign as agents and click Add.
You can select some or all of the items in a column. Items are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
10) To save this information and complete the setup, click Finish.
To go back to the previous page without saving, click < Back. To exit the wizard
without saving this information, click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 342 OF 519
 6.1.2.4.2 Add Standard Call Center with Wizard

1) On the Group – Call Center page, click Add Call Center Wizard. The Call Center
Setup: Select the Call Center Type page appears.

Figure 249 Call Center Setup: Select the Call Center Type

2) For Call Center Type, select Standard, and then click Next. The Call Center Setup:
Step 1 of 5 – Configure Call Center Profile page appears.
Configure Call Center Profile

Figure 250 Call Center Setup (Standard Call Center): Step 1 of 5 – Configure Call Center Profile

3) Enter the call center profile information as specified in section 6.1.2.4.1 Add Basic Call
Center with Wizard.
4) In addition, check Enable Call Center External Reporting (in the Reporting Settings
section) to enable external reporting for the call center.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 343 OF 519
 5) In the Agent Settings section:
− Select Enable calls to agents in wrap-up state if you want to allow calls to be
forwarded to agents who are wrapping up the previous call.
− Select Enable maximum ACD wrap-up timer: <minutes>:<seconds>
(minutes:seconds) to set the maximum time (from 1 through 3600 seconds) an
agent can be in the wrap-up state.
− Select Automatically set agent state to <State> after call and select the ACD state
from the drop-down list to automatically change the agent’s state to the selected
state when they complete a call.
− If you selected “Unavailable” in the previous step and the Agent Unavailable
Codes feature is enabled for your group or enterprise, select an agent unavailable
code from the drop-down list. The code you select is automatically assigned to
agents after calls.
6) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 2 of 5 – Configure Addresses page appears.
7) To save the information and exit the wizard, click Finish. To exit the wizard without
saving this information, click Cancel.
Configure Addresses

Figure 251 Call Center Setup (Standard Call Center): Step 2 of 5 – Configure Addresses

8) Select the call center phone number and/or an extension. The allowed extension
length for your group can be viewed on your group's Utilities – Extension Dialing page.
9) Enter up to three SIP addresses to associate with the call center. Calls directed to
any of these aliases are redirected to the call center’s main number. For each alias to
add, type the user part of the address and then select the domain from the drop-down
list. The user part can be from 1 through 80 characters and can only contain letters,
digits, and the following characters: -, _, ., !, ~, *, (, ), or single quotes. For each alias
to add, type the user part and then select the domain from the drop-down list.
10) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 3 of 5 – Assign Agents page appears.
To go back to the previous page without saving, click Back. To save the information
and exit the wizard, click Finish. To exit the wizard without saving this information,
click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 344 OF 519
 Assign Agents

Figure 252 Call Center Setup (Standard Call Center): Step 3 of 5 – Assign Agents

11) Find available users:

− To find all available users, click Search.

− To find specific available users, enter search criteria and then click Search.
For more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide.
12) Select agents to assign:

− To assign all the available agents, click Add All.

− To assign specific agents, in the Available Agents column, select the users to
assign as agents and click Add.
You can select some or all of the items in a column. Items are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
13) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 4 of 5 – Assign Supervisors page appears.
To go back to the previous page without saving, click Back. To save the information
and exit the wizard, click Finish. To exit the wizard without saving this information,
click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 345 OF 519
 Assign Supervisors

Figure 253 Call Center Setup (Standard Call Center): Step 4 of 5 – Assign Supervisors

14) Find available users:

− To find all available users, click Search.

− To find specific available users, enter search criteria and then click Search.
For more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide.
15) Select users to assign as supervisors:

− To assign all the available users, click Add All.

− To assign specific users, in the Available Supervisors column, select the users to
assign as supervisors and click Add.
You can select some or all of the items in a column. Items are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
16) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 5 of 5 – Assign Agents to Supervisors page appears.
To go back to the previous page without saving, click Back. To save the information
and exit the wizard, click Finish. To exit the wizard without saving this information,
click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 346 OF 519
 Assign Agents to Supervisors

Figure 254 Call Center Setup (Standard Call Center): Step 5 of 5 – Assign Agents to Supervisors

17) From the Supervisors drop-down list, select the supervisor to whom you want to
assign agents.
18) Search for available agents. To list all available agents, click Search. Or, to search
for specific available agents, enter your search criteria and then click Search. For
more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide. The agents that match your criteria appear in
the Available Agents column.
19) Assign agents to the selected supervisor:

− To assign all agents, click Add All.

− To assign specific agents, select the agents in the Available Agents column and
click Add.
You can select some or all of the items in a column. Item names are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard
20) Click Apply.
21) Repeat steps 17) to 20) for the remaining supervisors.
22) To save this information and complete the setup, click Finish.
To go back to the previous page without saving, click < Back. To exit the wizard
without saving this information, click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 347 OF 519
 6.1.2.4.3 Add Premium Call Center with Wizard

1) On the Group – Call Center page, click Add Call Center Wizard. The Call Center
Setup – Select the Call Center Type page appears.

Figure 255 Call Center Setup: Select the Call Center Type

2) For Call Center Type, select Premium, and then click Next. The Call Center Setup:
Step 1 of 5 – Configure Call Center Profile page appears.
Configure Call Center Profile

Figure 256 Call Center Setup (Premium Call Center): Step 1 of 5 – Configure Call Center Profile

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 348 OF 519
 3) Type or select information for the call center. An asterisk (*) indicates required data.
− Enter the call center ID and select the domain from the drop-down list. The ID
must be from 6 through 80 characters and can only contain letters, digits, single
quotes, periods, semicolons, or the following symbols: #, $, %, &, +, -, =, ?, |, _,
~, !, `, ^, {, }.
− Enter the call center name (from 1 through 30 characters) that appears on the list
of call centers.
− Enter the last and first name for calling line identity. Each can be from 1 through
30 characters and cannot contain % and + symbols, backslashes, double quotes,
or extended ASCII characters.
− Enter the phone number for Calling Line ID services. The phone number can be
from 1 through 20 digits (3 through 22 including the leading + sign in E.164
format). Spaces and dashes are allowed but do not count toward the length of
the phone number. Upon saving, the CLID phone number will be stored either as
entered or after being normalized to E.164 format. The format is decided by the
system administrator and specified below the text box. Note that this box only
appears when the CLID policy in effect for the virtual subscriber is to use a
configurable CLID.

NOTE: The Hiragana Last Name and Hiragana First Name input boxes are designed for specific
markets. They do not appear unless configured by your system administrator.

− Enter and confirm the call center password. Follow the password rules for your
group.

NOTE: Input for the password fields appear as asterisks (*).

− Optionally, select a department from the drop-down list that displays all
departments in your group, and if your group is part of an enterprise, all
departments created at the enterprise level by your enterprise administrator.
− From the Language drop-down list, select the language in which service-specific
messages are played during calls to the call center.
The system default is English (U.S. English) unless configured otherwise.
− Select the time zone for the call center.
− Select the network class of service for the call center. This determines the type of
calls allowed for the call center.
− Select the Routing Type, which determines whether calls are distributed to agents
based on agents’ skills or on the priority of the calls. You can select Skill Based
or Priority Based.
Skill-based routing allows you to ensure that agents work where they can be the
most effective. This is achieved by assigning skill levels to agents. When the
agent becomes available to receive a call from, the call from the call center where
the agent is most skilled is offered to the agent. You assign skills to agents in
Step 3 of 5 of this procedure.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 349 OF 519
 − Select the Group Policy, which configures the call distribution pattern for incoming
calls, by selecting one of the following options. If you selected Skill Based as the
routing type, you can only select Circular, Regular, or Uniform as the routing
policy for the call center.
Policy Description

Circular Sends incoming calls to agents according to their position on a list.

After a call has been sent to the last agent on the list, the next call is
sent to the agent at the top of the list.

Regular Sends incoming calls to the next available agent.

Simultaneous Sends incoming calls to all agent numbers at the same time. Once the
call has been answered, the remaining calls to other agents are
released.

Uniform Sends the current incoming call to the agent who has been idle the
longest. After an agent has answered a call, the agent is moved to the
bottom of the call queue.

Weighted Call Assigns calls randomly to agents according to percentages you assign
Distribution on the Call Center – Weighted Call Distribution page.

− For Bandwidth and QoS Settings, select the preferred announcement/music

codec for internal and external calls, from the corresponding drop-down lists.
− For Call Center Settings, provide the following attributes.
Input Box Description

Queue Length The limit for the number of calls that can wait to be transferred to the
next agent. The queue length for the Premium call center must be from
1 through 525.

Enable video support Select this box to enable video support.

Play Ringing when Select the box to play the ringing tone to the caller when the call is
offering call being offered to an agent.

Allow callers to dial Select this box, to allow callers to drop out of queue by entering a
<digit> to escape out predefined digit. Enter the digit (corresponding to a key on the phone
of queue keypad) in the space provided; the default value is “0”.

Reset caller statistics Select this box if you want the wait timer to be restarted for calls that
upon entry to queue have been transferred to a queue. When the option is checked, a call
transferred to a queue is treated as a new call and placed at the bottom
of the queue. When the option is not checked, the waiting time
accumulated for a call up to the transfer point is preserved and taken
into account when placing and prioritizing the call in the new queue.

− Enter the following Agent Settings to configure how the service behaves if an
agent does not answer a call or wants to log out from the center.
Input Box Description

Allow agents to join Select this box to allow agents to join the call center. A check mark
Call Centers indicates that the feature is enabled.

Allow Call Waiting on Select or unselect Allow Call Waiting on Agents. When Directory
Agents Number Hunting has been assigned to a call center, you can assign
Call Waiting to call center agents so that they can handle more than
one call directed to them, regardless of their Call Waiting feature status.

Enable calls to Select or unselect Enable calls to agents in wrap-up state. When this
agents in wrap-up option is selected calls can be forwarded to agents who are wrapping
state up the previous call.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 350 OF 519
 Input Box Description

Enable maximum Select this option and specify the maximum time in minutes and
ACD wrap-up timer: seconds (from 1 through 3600) an agent can be in the wrap-up state.
<Min>:<Sec>

Automatically set Select this option and select the ACD state from the drop-down list to
agent state to automatically change the agent’s state to the selected state when they
<State> after call complete a call.
If you selected “Unavailable” and the Agent Unavailable Codes feature
is enabled for your group or enterprise, select an agent unavailable
code from the drop-down list. The code you select is automatically
assigned to agents after calls.

Automatically Select this option and enter the time in seconds (from 1 through 10) to
answer calls after allow calls to agents to be automatically answered after the specified
waiting <seconds> amount of time and rendered over the device’s speaker and
seconds microphone.

4) In addition, check Enable Call Center External Reporting (in the Reporting Settings
section) to enable external reporting for the call center.
5) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 2 of 5 – Configure DNIS Parameters page appears.
To save the information and exit the wizard, click Finish. To exit the wizard without
saving this information, click Cancel.
Configure DNIS Parameters

Figure 257 Call Center Setup (Premium Call Center): Step 2 of 5 – Configure DNIS Parameters

6) For DNIS Display settings, check one or more of the following options:
− Display DNIS Number to agent when presenting a call instead of Calling Number
− Display DNIS Name to agent when presenting a call instead of Calling Name
7) For DNIS Priority settings, check one or more of the following options:
− Automatically promote calls with Priority 1 to Priority 0 after waiting <X> seconds,
and enter the waiting time in seconds (from 1 through 1800).

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 351 OF 519
 − Automatically promote calls with Priority 2 to Priority 1 after waiting <X> seconds,
and enter the waiting time in seconds (from 1 through 1800).
− Automatically promote calls with Priority 3 to Priority 2 after waiting <X> seconds,
and enter the waiting time in seconds (from 1 through 1800).
8) To assign a phone number to the call center, click Edit in the line for the call center.
This saves the settings on the current page and the Call Center Setup: Modify DNIS
page appears.

Figure 258 Call Center Setup (Premium Call Center): Modify DNIS

9) From the Phone Number drop-down list, select the phone number for the call center
and/or enter an extension. When you select a phone number, the system assigns the
last digits of the phone number as extension. You can modify if required. Note that
extensions can vary in length within the limits configured for your group. You can
consult the extension rules for your group on your group's Utilities – Extension Dialing
page.
10) Select a priority from the drop-down list. This determines the priority of calls to this
number in relation to calls to other DNIS numbers in this call center.
11) Enter the calling line ID number for the call center. The phone number can be from 1
through 20 digits (3 through 22 including the leading + sign in E.164 format). Spaces
and dashes are allowed but do not count toward the length of the phone number.
12) To use custom calling line name settings, check Use custom Calling Line name
settings and enter the calling line last and first name. Each can be from 1 through 30
characters and cannot contain % and + symbols, backslashes, double quotes, or
extended ASCII characters.
13) To allow agents to use this phone number for making calls, check Allow outgoing call
center call.
14) Click OK. The previous page appears.
15) To assign a (non-Primary) DNIS to the call center, click Add Another DNIS. This
saves the settings on this page and the Call Center Setup – Add DNIS page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 352 OF 519
 Figure 259 Call Center Setup (Premium Call Center): Add DNIS

16) Enter a name for the DNIS (from 1 through 40 characters).

17) From the drop-down list, select the phone number for the DNIS and/or enter an
extension. Extensions can vary in length within the limits configured for your group.
18) Select a priority from the drop-down list.
19) Enter the calling line ID number for the DNIS. The phone number can be from 1
through 20 digits (3 through 22 including the leading + sign in E.164 format). Spaces
and dashes are allowed and do not count toward the length of the phone number.
20) To use custom calling line ID name, check Use custom Calling Line name settings
and enter the calling line last and first name. Each can be from 1 through 30
characters and cannot contain % and + symbols, backslashes, double quotes, or
extended ASCII characters.
21) To allow agents to use this number for making calls, check Allow outgoing call center
call.
22) Click OK. The previous page appears.
23) To add another DNIS, repeat steps 15) to 22).
24) To modify a DNIS, click Edit in the row for the DNIS. This saves the changes on the
current page and the Call Center Setup – Modify DNIS page appears.
25) Modify the information as required. See steps 15) to 22) for information about the
parameters that can be changed on this page. Note that you cannot change the
DNIS name for the primary DNIS.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 353 OF 519
 Figure 260 Call Center Setup (Premium Call Center): Modify DNIS

26) Click OK. The previous page appears.

27) To save information on this page and display the next setup page, click Next. The
Call Center Setup: Step 3 of 5 – Assign Agents page appears.
28) To go back to the previous page without saving, click Back. To save the information
and exit the wizard, click Finish. To exit the wizard without saving this information,
click Cancel.
Assign Agents

Figure 261 Call Center Setup (Premium Call Center): Step 3 of 5 – Assign Agents

29) If the call center uses skill-based routing, select the skill level from the drop-down list.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 354 OF 519
 30) Find available users:

− To find all available users, click Search.

− To find specific available users, enter search criteria and then click Search.
For more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide.
31) Select users to assign as agents (with the selected skill level, if applicable):

− To assign all the available users, click Add All.

− To assign specific users, in the Available Agents column, select users to assign
as agents and click Add.
You can select some or all of the items in a column. Items are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
32) To assign agents with a different skill level, repeat steps 29) to 31).
33) To unassign users, select users in the Assigned Agents column. Then, to unassign
the selected users, click Remove; to assign all users (unselected) at once, click
Remove All.
34) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 4 of 5 – Assign Supervisors page appears.
35) To go back to the previous page without saving, click Back. To save the information
and exit the wizard, click Finish. To exit the wizard without saving this information,
click Cancel.
Assign Supervisors

Figure 262 Call Center Setup (Premium Call Center): Step 4 of 5 – Assign Supervisors

36) Find available users:

− To find all available users, click Search.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 355 OF 519
 − To find specific available users, enter search criteria and then click Search.
For more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide.
37) Select users to assign as supervisors:

− To assign all the available users, click Add All.

− To assign specific users, in the Available Supervisors column, select the users to
assign as supervisors and click Add.
You can select some or all of the items in a column. Items are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
38) To save this information and display the next setup page, click Next. The Call Center
Setup: Step 5 of 5 – Assign Agents to Supervisors page appears.
39) To go back to the previous page without saving, click Back. To save the information
and exit the wizard, click Finish. To exit the wizard without saving this information,
click Cancel.
Assign Agents to Supervisors

Figure 263 Call Center Setup (Premium Call Center): Step 5 of 5 – Assign Agents to Supervisors

40) From the Supervisors drop-down list, select the supervisor to whom you want to
assign agents.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 356 OF 519
 41) Search for available agents. To list all available agents, click Search. Or, to search
for specific available agents, enter your search criteria and then click Search. For
more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide. The agents that match your criteria appear in
the Available Agents column.
42) Assign agents to the selected supervisor:

− To assign all agents, click Add All.

− To assign specific agents, select the agents and click Add.
You can select some or all of the items in a column. Item names are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard
43) Click Apply.
44) Repeat steps 40) to 43) for the remaining supervisors.
45) To save this information and complete the setup, click Finish.
46) To go back to the previous page without saving, click Back. To exit the wizard
without saving this information, click Cancel.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 357 OF 519
 6.1.2.4.4 Change Call Center User ID

When you go back to step 1 of the wizard, the page displays the Change User ID (Also
saves current screen data) link, which you can use to change the user ID of the call
center. The link appears only if you arrive at this page from the previous step.

Figure 264 Call Center Setup (Premium Call Center): Step 1 of 5 – Configure Call Center Profile

1) To modify the user ID of the call center you are creating, click the Change User ID
(Also saves current screen data) link. The Call Center Setup: Change User ID page
appears.

Figure 265 Call Center Setup: Change User ID

2) Enter the new ID for the call center. The ID must be from 6 through 80 characters and
can only contain letters, digits, single quotes, periods, semicolons, or the following
symbols: #, $, %, &, +, -, =, ?, |, _, ~, !, `, ^, {, }.
3) To change the domain, select a new domain form the drop-down list.
4) To save your changes and go to the previous page, click OK.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 358 OF 519
 To exit without saving and go back to the previous page, click Cancel.

6.1.3 Call Center – Profile Menu

Use the Call Center – Profile menu page to perform the following functions for a selected
call center:
 Modify Call Center Profile or Delete Call Center
 Assign or Unassign Agents
 Configure Call Center Disposition Codes (Premium Call Centers)
 Assign or Unassign Supervisors (Standard and Premium Call Centers)
 Configure Call Center Thresholds (Standard and Premium Call Centers)
 View Call Center Status and Statistics (Standard and Premium Call Centers)
 Customize Call Center Announcements
 Configure Weighted Call Distribution
 Configure Directory Number Hunting
 Configure Distinctive Ringing
 Configure DNIS (Premium Call Centers)
 Configure Queue Status Notification (Premium Call Centers)
The administrative procedures you perform for a call center depend on the type of call
center and services that you have. This section describes all call center specific
procedures and, if a procedure applies only to a specific context (group type, call center
type, and so on), the context is clearly identified.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 359 OF 519
 6.1.3.1 Access Call Center – Profile Menu
Once a call center is created, use the Call Center – Profile menu to access the pages
where you can view and configure call center information.
The available menu items depend on the call center type and services assigned to your
group. The following page shows an example page for a Premium call center.

Figure 266 Call Center – Profile Menu (Premium Call Center)

1) On the Group – Services menu page, click Call Center. The Group – Call Center
page appears, listing call centers for the group.
2) Click Edit or any item on the row for the Call Center. The Call Center – Profile menu
page for the selected call center appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 360 OF 519
 6.1.3.2 Modify Call Center Profile or Delete Call Center
The Call Center – Call Center Profile page is used to modify call center profile information
or to delete a call center. From this page, you can also access pages that allow you to
change the call center ID and upgrade the call center.

Figure 267 Call Center – Call Center Profile (Premium Call Center)

1) On the Call Center – Profile menu page for the selected call center, click Profile. The
Call Center Profile page appears.
2) To delete the call center, click Delete. The call center is deleted and previous page
appears.

NOTE: When you delete a call center, the routing priorities of the remaining call centers may
become non-contiguous.

If your group is part of a service provider, use the Group – Call Center Routing Policies page to
make the routing priorities of your call centers contiguous. For more information, see section
6.2.5 Routing Priority Settings (All Call Center Services).

If your group is part of an enterprise, ask your enterprise administrator to set the routing priorities
of your call centers.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 361 OF 519
 3) Modify the Call Center profile settings as required. For more information about the
different Call Center Profile settings, see section 6.1.2 Add Call Center.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

6.1.3.2.1 Change Call Center ID

Use the Call Center – Change User ID page to modify the ID of a call center.

Figure 268 Call Center – Change User ID

1) On the Call Center – Profile menu page for the selected call center, click Profile. The
Call Center – Profile page appears.
2) Click Change User ID. The changes you made so far are saved and the Call Center
– Change User ID page appears.
3) Enter the new ID for the call center. The ID must be from 6 through 80 characters and
can only contain letters, digits, single quotes, periods, semicolons, or the following
symbols: #, $, %, &, +, -, =, ?, |, _, ~, !, `, ^, {, }.
4) You can also change the call center domain by selecting it from the drop-down list
following the "@" sign.
5) Click OK. The Call Center – Profile page appears with the new Call Center ID.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 362 OF 519
 6.1.3.2.2 Upgrade Call Center

The Call Center – Upgrade Call Center page allows the administrator to upgrade the Call
Center for enhanced functionality. The drop-down list shows the possible upgrade types.
A Basic call center can be upgraded to either Standard or Premium. A Standard call
center can be upgraded to Premium. The Find Unlicensed Agents button allows you to
view any agents assigned to this call center who do not have the necessary licenses to
allow the call center upgrade.

Figure 269 Call Center – Upgrade Call Center

1) On the Call Center – Profile menu page for the selected call center, click Profile. The
Call Center – Profile page appears.
2) Click Upgrade Call Center Type. The changes you made so far are saved and the
Call Center – Upgrade Call Center page appears.
3) From the Call Center Type drop-down list, select the type of call center.
4) Click Find Unlicensed Agents to find whether there are any agents assigned to this
call center that do not have the necessary services assigned to allow the upgrade.
For more information on assigning services to users, see section 4.2.9 Assign or
Unassign User Services.
5) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 363 OF 519
 6.1.3.3 Assign or Unassign Agents
Users in the same group or enterprise are available if they have been assigned an
appropriate Call Center service.
 Users with Call Center - Basic may be assigned to Basic call centers.
 Users with Call Center - Standard may be assigned to Basic or Standard call centers.
 Users with Call Center - Premium may be assigned to any call center.
For more information on assigning services to users, see section 4.2.9 Assign or Unassign
User Services.

NOTE: Unassigning the Call Center (Basic, Standard, or Premium) service from an agent
automatically removes the agent from the Call Center(s) for which they are no longer licensed.

Use the Call Center – Agents page to assign to or unassign users from the call center.

Figure 270 Call Center – Agents

1) On the Call Center – Profile menu page for the selected call center, click Agents.
The Call Center – Agents page appears.
2) If the call center uses skill-based routing, select the skill level from the drop-down list.
3) Find available users:
− To find all available users, click Search.
− To find specific available users, enter search criteria and then click Search.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 364 OF 519
 For more information on defining search criteria, see the BroadWorks Getting Started
Web Interface Administration Guide.
4) Select users to assign as agents (with the selected skill level, if applicable):
− To assign all the available users, click Add All.
− To assign specific users, in the Available Agents column, select users to assign
as agents and click Add.
You can select some or all of the items in a column. Items are listed in
alphabetical order. To select several items in sequential order, click the first
name, hold down the SHIFT key on the keyboard, and click the last name. To
select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
5) To assign agents with a different skill level, repeat steps 2) to 4).
6) To unassign users, select users in the Assigned Agents column. Then, to unassign
the selected users, click Remove; to assign all users (unselected) at once, click
Remove All.
7) Click Apply to save your changes, or click OK to save your changes and return to the
previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.3.4 Configure Call Center Disposition Codes (Premium Call Centers)

Use the Call Center – Call Disposition Codes page to configure call disposition codes for a
selected call center.

NOTE: From this page, you can view or use group or enterprise-level disposition codes, but you
cannot modify them.

Figure 271 Call Center – Call Disposition Codes

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 365 OF 519
 6.1.3.4.1 Add Disposition Code

Use the Call Center – Call Disposition Code Add page to add a call center disposition
code.

Figure 272 Call Center – Call Disposition Codes Add

1) On the Call Center – Profile menu page for the selected call center, click Disposition
Codes. The Call Center – Call Disposition Codes page appears.
2) Click Add. The Call Center – Call Disposition Codes Add page appears.
3) Enter the code (from 1 through 10 characters). This is a required field.
4) Enter the code description.
5) To activate the code, check the Active box.
6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and returns to the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 366 OF 519
 6.1.3.4.2 Modify or Delete Disposition Code

Use the Call Center – Call Disposition Code Modify page to delete or modify a call center
disposition code.

NOTE: You can only modify or delete call center disposition codes from this page.

Figure 273 Call Center – Call Disposition Codes Modify

1) On the Call Center – Profile menu page for the selected call center, click Disposition
Codes. The Call Center – Call Disposition Codes page appears.
2) Click Edit on the row for the disposition code you want. The Call Center – Call
Disposition Code Modify page appears.
3) To delete the disposition code, click Delete. The disposition code is deleted and the
previous page appears.

WARNING: The delete operation is final. You cannot undo it.

4) To modify the code, change information as required. For a description of the fields on
this page, see section 6.2.4.2 Add Group-level Disposition Code.
5) To save your changes, click OK.
To exit without changing, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 367 OF 519
 6.1.3.4.3 Activate or Deactivate Disposition Codes

Use the Call Center – Call Disposition Codes page to activate or deactivate call center
disposition codes.

Figure 274 Call Center – Call Disposition Codes

1) On the Call Center – Profile menu page for the selected call center, click Disposition
Codes. The Call Center – Call Disposition Codes page appears.
2) To activate a disposition code, check the Active box in the row for the code. To
deactivate a code, uncheck the box.

NOTE: You can only activate or deactivate call center disposition codes from this page.

3) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and returns to the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 368 OF 519
 6.1.3.4.4 Configure Disposition Codes Defaults

Use the Call Center – Call Disposition Codes page to configure default disposition codes
settings for the selected call center.

Figure 275 Call Center – Call Disposition Codes

1) On the Call Center – Profile menu page for the selected call center, click Disposition
Codes. The Call Center – Call Disposition Codes page appears.
2) To enable the use of the disposition codes for the call center, check Enable Call
Disposition Codes.
3) To use the group and call center disposition codes, check Use group codes in
addition to call center code. To use only the call center disposition codes, uncheck
the box.
4) To force the use of disposition codes for the call center, check Force use of call
disposition codes with Default Code and select the default disposition code from the
drop-down list.
5) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and returns to the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 369 OF 519
 6.1.3.5 Assign or Unassign Supervisors (Standard and Premium Call Centers)
This procedure applies only to Standard and Premium call centers.
Use the Call Center – Supervisors page to assign or unassign the users who supervise
agents in this call center. A supervisor can be any member of the group or enterprise and
can be assigned to more than one call center. A supervisor then selects agents to
supervise.

Figure 276 Call Center – Supervisors

1) On the Call Center – Profile menu page for the selected call center, click
Supervisors. The Call Center – Supervisors page appears.
2) Assign supervisors for the call center.
− In the Available Supervisors column, select the supervisors to be assigned to the
call center. You can select some or all of the items in a column. Item names are
listed in alphabetical order. To select several items in sequential order, click the
first name, hold down the SHIFT key on the keyboard, and click the last name.
To select several items, but not in a particular order, click the names while holding
down the CTRL key on the keyboard.
− To assign the selected supervisors, click Add. To assign all supervisors
(unselected) at once, click Add All.
3) To unassign supervisors, in the Assigned Supervisors column, select the supervisors
and click Remove. To unassign all supervisors (unselected) at once, click Remove
All.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 370 OF 519
 6.1.3.5.1 Assign Agents to Supervise (Standard and Premium Call Centers)

Use the Supervisors – Supervised Agents page to assign or unassign the agents to be
supervised by a supervisor.

Figure 277 Call Center – Supervised Agents

1) On the Call Center – Profile menu page for the selected call center, click
Supervisors. The Call Center – Supervisors page appears.
2) Click the Assign Agents tab. The Call Center – Supervised Agents page appears.
3) From the Supervisors drop-down list, select the supervisor to whom you want to
assign agents to supervise.
4) Assign agents to be supervised.
− To assign all agents, click Add All.
− To assign the specific agents, in the Available Agents column, select the agents
and click Add >.
To select several agents in sequential order, click the first name, hold down the
SHIFT key, and click the last name. To select several agents, but not in a
particular order, click the names while holding down the CTRL key.
5) Repeat steps 3) and 4) for other supervisors.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 371 OF 519
 6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page. To exit without saving, click Cancel or
select another page.

6.1.3.6 Configure Call Center Thresholds (Standard and Premium Call Centers)
Use the Call Center – Thresholds page to view and configure thresholds for various
statistical measurements collected for the call center.
You can specify a yellow and a red threshold for each measurement for which thresholds
can be set. A yellow threshold has to be assigned a lower value than the corresponding
red threshold.
When a threshold is crossed, an alert of the corresponding color is sent to the Call Center
client application, which is used to provide a visual indicator to appropriate users.
In addition, you can configure up to eight email addresses where to send notifications
when a threshold is crossed.

Figure 278 Call Center – Thresholds

1) On the Call Center – Profile menu page for the selected call center, click Thresholds.
The Call Center – Thresholds page appears.
2) For each statistical measurement listed on this page, you can configure a yellow
threshold and/or a red threshold in hours and minutes. A threshold cannot be set to
zero, and a yellow threshold must be assigned a lower value than the corresponding
red threshold. You can leave a field empty if you do not want to assign a threshold.
The following table lists measurements for which thresholds can be configured.
Measurement Allowed Values Notes

Current Calls in 1 through 525 The number of calls in queue.

Queue

Current Longest 00:01 through 1440:00 (up The longest waiting time for calls
Waiting Call to a day) currently in queue.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 372 OF 519
 Measurement Allowed Values Notes

Estimated Wait Time 00:01 through 1440:00 (up The estimated wait time for calls in
to a day) queue.

Average Handling 00:01 through 1440:00 (up The average time spent on a call.
Time to a day)

Average Speed Of 00:01 through 1440:00 (up The average time a call waits in queue
Answer to a day) before being answered.

3) To send email notification(s) when a threshold is crossed, check Enable Email

Notification and enter up to eight email addresses where notifications should be sent.
The email address must be from 3 through 80 characters in user@domain format. It
can contain only one @ symbol, letters, digits, and the following characters: !, #, $, %,
&, *, +, -, /, =, _, {, }, |, ~, `, ., ?, ^, or single quotes.
4) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

6.1.3.7 View Call Center Status and Statistics (Standard and Premium Call Centers)
Use the Call Center – Call Center Status & Statistics page to view the status and statistics
of activity for this call center for today and yesterday and, as required, configure email
statistics reporting.
The Call Center Status and Statistics page has three tabs:
 Statistics Report Settings – Use this tab to configure email statistics report settings.
 Queue Status – Use this page to view the call center queue status.
 Queue & Agent Statistics – Use this page to generate and view queue and agent
statistics.
Clicking on a tab other than the current tab saves your changes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 373 OF 519
 6.1.3.7.1 Configure Statistics Report Settings

Use the Call Center Status & Statistics – Statistics Report tab to view and configure the
Call Center statistics report settings. The lowest reporting granularity is determined by the
value of the statistics sampling period configured at the system level.

Figure 279 Call Center – Call Center Status & Statistics

1) On the Call Center – Profile menu page for the selected call center, click Status and
Statistics. The Call Center – Status and Statistics page appears. The Statistics
Report Settings tab is displayed by default.
2) Configure statistics reporting:
− To enable or disable daily statistics reporting, select, or unselect Daily Report.
− Select the statistics source, which determines whether the Application Server
accumulates statistics for the call center, and what data source is used to
generate the web-based statistics reports. From the Statistics Source drop-down
list, select one of the following options:
− None: Statistics are not accumulated on the Application Server for this call
center and web-based statistics are not available.
− AS: Statistics are accumulated on the Application Server for this call center.
The data used for web-based statistics reports is retrieved from the
Application Server database.
− External: Statistics are not accumulated on the Application Server for this call
center but are stored in a centralized database.

NOTE: The External option is only available if external reporting is enabled for the call center.

− Select the Reporting Period for the collection of statistics.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 374 OF 519
 − Type one or two email addresses to receive the daily statistics report via email.
The email address must be from 3 through 80 characters in user@domain
format. It can contain only one @ symbol, letters, digits, and the following
characters: !, #, $, %, &, *, +, -, /, =, _, {, }, |, ~, `, ., ?, ^, or single quotes.
3) Save your changes. Click Apply, OK, or another tab. Apply saves your changes.
OK saves your changes and displays the previous page. Selecting another tab saves
your changes and displays the tab you selected.
To exit without saving, select another page or click Cancel to display the previous
page.

NOTE: Clicking another tab saves your changes, but clicking another page ignores your
changes.

6.1.3.7.2 View Call Center Queue Status

Use the Call Center Status & Statistics – Queue Status tab to view the call center queue
status.

Figure 280 Call Center – Call Center Status & Statistics – Queue Status

1) On the Call Center Status & Statistics page, click the Queue Status tab. The Call
Center Status & Statistics – Queue Status page appears.
2) Click OK to return to the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 375 OF 519
 6.1.3.7.3 Generate and View Queue and Agent Statistics

Use the Call Center Status & Statistics – Queue and Agent Statistics tab to request the
queue and agent statistics for any given time period within the 48 hour-retention period.

Figure 281 Call Center – Call Center Status & Statistics – Queue & Agent Statistics

1) On the Call Center Status & Statistics page, click the Queue & Agent Statistics tab.
2) Select Display current –time statistics to display statistics for the period ending at the
present time.
3) Enter the start date and time.
4) If you did not select Display current –time statistics, enter the end date and time.
5) Click Apply to view the statistics for the selected period.
6) View queue statistics, which provide the following information.
Statistic Description

Number of busy overflows This is the number of calls that came in after the queue limit was
exceeded. Such calls are likely forwarded to voice mail.

Number of calls answered This is the total number of calls answered handled by an agent.

Number of calls abandoned This is the total number of calls for which the caller has hung up or
selected to leave a message before an agent became available.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 376 OF 519
 Statistic Description

Number of calls transferred This is the total number of calls that are transferred out of the Call
Center queue.
Typically, a call is transferred from a given Call Center queue to
another Call Center queue using a client application (for example,
using the BroadWorks Supervisor client).

Number of calls timed out This is the total number of calls that remain unanswered and that
are forwarded out of the Call Center queue upon time-out.

Average wait time This is the average amount of time that callers spend waiting for
the next available agent to answer the call.

Average abandonment time This is the average time that callers spend waiting for an agent
before hanging up or selecting the option to leave a message.

Average number of agents This is the average number of agents staffed during the period for
staffed this Call Center instance.
An agent who has joined the Call Center campaign and who is not
in the sign-out state is considered as staffed.

Average number of agents This is the average number of agents who were in the talking state
talking during the period for this Call Center instance.

7) View statistics for individual agents, which are as follows.

Statistic Description

Number of calls handled This is the total number of calls that the agent has handled.
This statistic accounts for all Call Center calls that are released by
the agent during the specified period.

Average call time This is the average time that an agent spends on calls from the
Call Center instance.
This statistic accounts for all Call Center calls that are released or
transferred by the agent during the specified period.
If the agent transfers a call (for example, to another queue), then
the call time only accounts for the time spent on the call by the
agent prior to the call transfer. In previous releases, the call time
after the call transfer would be allocated to both the redirecting
agent and the agent answering the call from the other queue. This
behavior is changed upon upgrade and is not activatable.

Number of calls unanswered This is the total number of calls extended to the agent that are not
answered (for any reason other than because the agent is busy).
Notice that for a single call to a Call Center instance, an agent may
be rung multiple times as the call can be placed in the queue and
presented to the agent again. Therefore, this statistic may be
incremented more than once for a given call to the Call Center
instance.

Total Talk Time The amount of time that the agent was busy handling calls for this
Call Center instance.

Total staffed time The amount of time that the agent has joined the Call Center
instance and was not in the sign-out state.

8) Click OK or Cancel to return to the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 377 OF 519
 6.1.3.8 Customize Call Center Announcements
Use the Call Center – Announcements page to customize the call center voice and video
prompts that are played to callers while they are waiting in queues.
The following prompts can be customized:
 Entrance Message
 Estimated Wait Message
 Comfort Message
 Music On Hold Message
 Whisper Message (Premium Call Center)

NOTE 1: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add or Call Center Profile page.

NOTE 2: You can configure up to four files/URLs for each message. All four announcements
are chained and played back to the caller one after another.

If you select one or more defaults, these announcements or music sources are played.
Message System Announcement or Audio Source

Entrance message Your call is very important to us; please wait for the next
available agent, or press zero to leave a message.

Estimated wait message There are two possible default announcements for the
estimated wait message:
 Your call should be answered in approximately <X> minutes;
please hold.
 You are caller number <X> in the queue; please hold.
Periodic comfort message Your call is very important to us; please wait for the next
available agent.

Music/Video On Hold Audio source selected for the Music/Video On Hold service. To
enable Music/Video On Hold, see the BroadWorks Application
Server Group Web Interface Administration Guide – Part 1.

Call whisper message New call from queue.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 378 OF 519
 6.1.3.8.1 Access Announcements Page

1) On the Call Center – Profile menu page for the selected call center, click
Announcements. The Call Center – Announcements page appears.
2) To return to the previous page, click Cancel.

6.1.3.8.2 Customize Entrance Message

Use the Announcements – Entrance Message page to customize the entrance message.

Figure 282 Call Center – Announcements – Entrance Message

1) On the Announcements page, click Entrance Message. The Call Center –

Announcements (Entrance Message) page appears.
2) To play the entrance message to callers, check Play entrance message.
3) To play the message to completion before transferring or re-ordering the call, check
Entrance message is mandatory when played.
4) Select the Audio or Video files to use in the message from the following:
− Default
− URL, and then enter up to four URL address in the provided text boxes.
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 379 OF 519
 NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.

6.1.3.8.3 Customize Estimated Wait Message

Use the Announcements – Estimated Wait Message page to customize the estimated wait
message.

Figure 283 Call Center – Announcements – Estimated Wait Message

1) On the Announcements page, click Estimated Wait Message. The Call Center –
Announcements (Estimated Wait Message) page appears.
2) To play the estimated wait message to callers when the call is placed in a queue,
check Enable estimated wait message for queued calls.
3) To play the message periodically at specified intervals, check Play updated wait
message every X seconds and enter the period in the text box. The number must be
from 10 through 600.
4) Select and configure the message option you want to use for this call center:
− To announce their position in the queue to callers, check Announce Queue
position and in the Play message for callers in queue position <X> or lower text
box, enter the maximum queue position to play this announcement to. The
number must be from 1 through 100.
− To play the high-volume message to callers whose position in the queue is
higher than the configured maximum, check Play high volume message.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 380 OF 519
 − To announce their approximate waiting time to callers, check the Announce wait
time and in the Play message for callers with wait time of <X> minutes or lower
text box, enter the maximum waiting time (in minutes) during which the message
can play. The number must be from 1 through 100.
− To play the high-volume message to callers whose estimated waiting time is
longer than the configured maximum, check Play high volume message.
− In the Default handling time text box, enter the estimated handling time per
call (in minutes) to use when calculating the waiting time. The number must
be from 1 through 100.

NOTE: The estimated waiting time = ([position in queue * average call handling time] / [number
of agents available or wrap-up]). The default handling time is used when the average call
handling time is not available.

5) To save your changes, click Apply or OK. Apply saves your changes and OK saves
your changes and displays the previous page.
6) To exit without saving, click Cancel or select another page.

6.1.3.8.4 Customize Comfort Message

Use the Announcements – Comfort Message page to customize the comfort message.

Figure 284 Call Center – Announcements – Comfort Message

1) On the Announcements page, click Comfort Message. The Call Center –

Announcements (Comfort Message) page appears.
2) To play the comfort message to callers, check Play comfort message.
3) Specify the time between comfort messages; in the Time Between Messages text
box, enter the time in seconds. The number must be from 10 through 600.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 381 OF 519
 NOTE: The Time Between Messages option determines how frequently these messages are
played.

4) Specify the Audio or Video files to use in comfort messages, selecting from the
following:
− Default
− URL, and then enter up to four addresses in the provided text boxes
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.

6.1.3.8.5 Customize Music On Hold Message

Use the Announcements – Music On Hold Message page to customize the Music On
Hold message.

Figure 285 Premium Call Center – Announcements – Music On Hold Message

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 382 OF 519
 1) On the Announcements page, click Music On Hold Message. The Call Center –
Announcements (Music On Hold Message) page appears.
2) To play the Music On Hold message, check Enable music or video on hold for queued
calls.
3) Select the Audio or Video files to use in the Music On Hold messages from the
following:
− Default
− URL, and then enter up to four addresses in the provided text boxes.
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.
− External Source, and then select Identity/Device profile. A new area appears
where you can specify the identity/device profile to use.

Figure 286 Premium Call Center – Announcements – Music On Hold Message (External Source)

− Enter values for the following fields, as applicable. An asterisk (*) indicates
required data.
Field Allowed Values Description

Identity/Device Profile Name The drop-down list displays The name of the
the available identity/device identity/device profile for the
profiles. external Music On Hold
source.

Line/Port * A valid line/port, maximum The line number or SIP

161 characters in address of the external music
user@domain format. source, depending on the
The user part can contain a identity/device profile type
leading +, letters, digits and you selected.
the following characters: -, _, Not available in IMS
!, ~, *, (, ), periods, and single deployments.
quotes.
The drop-down box lists the
available domains.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 383 OF 519
 Field Allowed Values Description

Public Identity Maximum 161 characters in The SIP address of the

user@domain format. The external music source.
user part can only contain Only available in IMS
letters, digits, and the deployments.
following characters: -, _, !,
~, *, (, ), periods, and single
quotes.
The available domains are
listed in the drop-down box.

Port Number The drop-down list displays The device port number for
the ports available on the the external music source.
device. You can select the port
number from the list of ports
available on the device.
Note that the Port Number
field is only displayed when
the static line ordering mode
is enabled for the
identity/device type.

Contact Can only contain letters, A SIP contact address for the
digits, and the following external music source. Only
characters: -, _, !, ~, *, (, ), &, available for identity/device
=, +, $, ?, /, period, profile types that allow static
semicolon, or single quotes. registrations.

Path The format should follow the Routing information to the

RFC 3327 specification. device associated with the
contact address. Used when
Path header support is
enabled.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 384 OF 519
 For Basic and Standard call centers

NOTE: You can play different messages to internal and external callers.

Figure 287 Basic/Standard Call Center – Announcements – Music On Hold Message

4) To use a different message for internal calls, check Use Alternate Source for Internal
Calls.
5) Select the Internal Audio or Internal Video files to use in the Music On Hold messages
from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 385 OF 519
 The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.
− External Source, and then select Identity/Device profile. A new area appears
where you can specify the identity/device profile to use.

Figure 288 Basic/Standard Call Center – Announcements – Music On Hold Message (External Source)

− Enter values for the following fields, as applicable.

Field Values Description

Identity/Device The drop-down list displays The name of the identity/device profile for the
Profile Name the available identity/device external Music On Hold source.
profiles.

Line/Port * A valid line/port, maximum The line number or SIP address of the
161 characters in external music source, depending on the
user@domain format. identity/device profile type you selected.
The user part can contain a Not available in IMS deployments.
leading +, letters, digits and
the following characters: -,
_, !, ~, *, (, ), periods, and
single quotes.
The drop-down box lists the
available domains.

Public Identity Maximum 161 characters in The SIP address of the external music source.
user@domain format. The Only available in IMS deployments.
user part can only contain
letters, digits, and the
following characters: -, _, !,
~, *, (, ), periods, and single
quotes.
The available domains are
listed in the drop-down box.

Port Number The drop-down list displays The device port number for the external music
the ports available on the source. Note that the Port number field is only
device. displayed when the static line ordering mode
is enabled for the identity/device type.

Contact Can only contain letters, A SIP contact address for the external music
digits, and the following source. Only available for identity/device
characters: -, _, !, ~, *, (, ), profile types that allow static registrations.
&, =, +, $, ?, /, period,
semicolon, or single quotes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 386 OF 519
 Field Values Description

Path The format should follow the Routing information to the device associated
RFC 3327 specification. with the contact address. Used when Path
header support is enabled.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

For all call centers

6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.3.8.6 Customize Call Whisper Message (Premium Call Center)

Use the Announcements – Call Whisper Message page to customize the message played
to agents when offering them a call.

Figure 289 Call Center – Announcements – Call Whisper Message

1) On the Announcements page, click Call Whisper Message. The Call Center –
Announcements (Call Whisper Message) page appears.
2) To play the whisper message, check Play call whisper message.
3) Select the Audio or Video files to use in the Music On Hold messages:
− Default
− URL, and then enter up to four addresses in the provided text boxes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 387 OF 519
 The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.3.9 Configure Weighted Call Distribution

If you selected Weighted Call Distribution as Group Policy for your call center, the
Weighted Call Distribution menu item appears on the call center’s profile page.
You can assign a percentage value to each user in the hunt group. When a new call
comes in, the system is more or less likely to assign that call to a given user according to
the values you set on this page. Users already occupied with a call are not included in the
random determination.

NOTE: The percentage values represent the statistical likelihood of each user receiving the next
incoming call. They are not exact guarantees or quotas. Agents assigned a value of “0” may be
presented with calls as a last resort if all other non-zero agents are unavailable.

To make sure that an agent assigned to a call center does not receive calls, the agent should
either sign out or set their status to “Unavailable”.

Use the Call Center – Weighted Call Distribution page to configure the Weighted Call
Distribution policy within your call center.

Figure 290 Call Center – Weighted Call Distribution

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 388 OF 519
 To configure weighted call distribution for the call center:
1) On the Call Center – Profile menu page for the selected call center, click Weighted
Call Distribution. The Call Center – Weighted Call Distribution page appears. This
link only appears if you have enabled the Weighted Call Distribution policy on the
profile page for this call center.
2) Assign a percentage value for each user in your call center using the input boxes
provided. The values must add up to exactly 100.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.3.10 Configure Directory Number Hunting

Use the Call Center – Directory Number Hunting page to configure a Directory Number
Hunting group for a selected call center.
If the call center has the Directory Number Hunting service assigned, you can assign call
center agents to a Directory Number Hunting group.
The Directory Number Hunting service allows direct calls to an agent to be handled by the
call center policies, and the called agent when unavailable can be skipped.
In addition, the service can be configured to allow calls to an agent to terminate to the
agent’s device first and/or to use the original agent’s services for busy and unanswered
calls.

NOTE: A user can be assigned to only one Directory Number Hunting group.

Figure 291 Call Center – Directory Number Hunting

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 389 OF 519
 1) On the Call Center – Profile menu page for the selected call center, click Directory
Number Hunting. The Call Center – Directory Number Hunting page appears.
2) Specify whether a direct call to an agent who is a member of the Directory Number
Hunting group, should be presented directly to the agent.
− To present the call to the agent first, check the Terminate Call to Agent First box.
− To redirect the call to the call center, uncheck the box.
3) For calls to an agent who is a member of the Directory Number Hunting group, specify
whether to use the call center's or the agent’s service settings for busy and
unanswered calls when hunting is complete.
− To use the user’s service settings, check Use Original Agent services for Busy
and No Answer call.
− To use the call center’s settings, unselect the box.
4) Assign call center agents to the Directory Number Hunting group.
− In the Available Users column, select the agents to assign to the Directory
Number Hunting group and click Add.
You can select some or all of the items in a column. Item names are listed in
alphabetical order. To select several items in sequential order, click the first item,
hold down the SHIFT key on the keyboard, and click the last item. To select
several items, but not in a particular order, click the items while holding down the
CTRL key on the keyboard.
− To assign all users, click Add All.
− To unassign some users, in the Assigned Users column, select the users and
click Remove. To unassign all users, click Remove All.
5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.3.11 Configure Distinctive Ringing

Use the Call Center – Distinctive Ringing page to configure the Call Center Ringing
policies.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 390 OF 519
 Figure 292 Call Center – Distinctive Ringing

1) On the Group – Services menu page, click Call Center. The Group – Call Center
page appears, listing the call centers for the group.
2) Click Edit or any item on the row for the target call center. The Call Center – Profile
menu page appears.
3) Click Distinctive Ringing. The Call Center – Distinctive Ringing page appears.
4) To enable distinctive ringing, check Enable distinctive ringing for call center calls.
5) From the Ring Pattern drop-down list, select the ringing pattern for the call center.
In addition, for call center of type Premium:
6) From the Ringing Pattern for forced delivered call center calls drop-down list, select
the ringing pattern for the force-delivered calls.
For any call center
Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page. To exit without saving, select another page
or click Cancel to display the previous page.

6.1.3.12 Configure DNIS (Premium Call Centers)

A call center can be assigned up to 63 different Dialed Number Identification Service
(DNIS) telephone numbers in addition to the call center primary number. The primary
number is also considered a call center DNIS number and referred to as primary DNIS.
Using DNIS numbers allows prioritizing call center calls so that more important calls are
distributed to agents first. To prioritize calls, you assign priorities to the different DNIS
numbers associated with the call center. When a call comes in on a given DNIS number,
it is assigned the priority associated with the number. To prevent lower priority calls from
being stranded, you can configure calls to be promoted to a higher priority after waiting in
queue a specified amount of time.
Various DNIS settings are configurable at the queue level or per DNIS.
The following figure shows the Call Center DNIS page where you can view and manage
the call center DNIS numbers.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 391 OF 519
 Figure 293 Call Center – Call Center DNIS

The call center DNIS numbers, including the call center primary number, are listed at the
bottom of the page along with the following information.
Column Label Description

Name The name given to the DNIS number and displayed to agents when presenting
calls. The primary number is denoted by “(Primary)” next to its name.

Phone Number The DNIS telephone number

Extension The DNIS extension

Priority The priority assigned to the DNIS number and associated with calls received on
that number. It is used to prioritize call center calls. The priority is a number
from 0 through 3, with 0 representing the highest and 3 the lowest priority.

You can also customize announcements for each DNIS.

Use the following administrative procedures to manage the call center DNIS numbers:
 Access Call Center DNIS Page
 Configure Call Center-level DNIS Settings
 Add DNIS
 Configure DNIS Announcements
 Modify or Delete DNIS
 View Agent Usage

6.1.3.12.1 Access Call Center DNIS Page

Use the DNIS link on the Call Center – Profile menu page to access the call center DNIS
page.
1) On the Group – Services menu page, click Call Center. The Group – Call Center
page appears, listing call centers for the group.
2) Click Edit or any item on the row for the call center. The Call Center – Profile menu
page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 392 OF 519
 3) From the Advanced menu, select DNIS. The Call Center – Call Center DNIS page
appears.
4) To return to the previous page, click Cancel.

6.1.3.12.2 Configure Call Center-level DNIS Settings

Use the Call Center – Call Center DNIS page to configure the call center-level DNIS
settings.

Figure 294 Call Center – Call Center DNIS (General Settings)

On the Call Center DNIS page of the selected call center:

1) Configure DNIS display settings:
− Check Display DNIS Number to agent when presenting call instead of Calling
Number to display the DNIS number of the DNIS, which received the call to agent
instead of the calling number.
− Check Display DNIS Name to agent when presenting call instead of Calling
Name to display to the agent the name of the DNIS on which the call was
received instead of the calling name.
2) To prevent calls from being stranded in the queue, configure DNIS Priority settings:
− Check Automatically promote calls with priority 1 to priority 0 after waiting <X1>
seconds, and enter the number of seconds (from 1 through 1800) after which to
promote calls.
− Check Automatically promote calls with priority 2 to priority 1 after waiting <X2>
seconds, and enter the number of seconds (from 1 through 1800) after which to
promote calls.
− Check Automatically promote calls with priority 3 to priority 2 after waiting <X3>
seconds, and enter the number of seconds (from 1 through 1800) after which to
promote calls.

NOTE: To promote high-priority calls faster than low-priority calls, set X1 < X2 < X3.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 393 OF 519
 3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.3.12.3 Add DNIS

Use the Call Center – Add DNIS page to assign a DNIS number to the call center and to
configure its settings.

NOTE: The call center phone number, which is also a primary DNIS, is not configured on this
page. To configure the phone number for the call center, use the Call Center – Addresses page.

Figure 295 Call Center – Add DNIS

1) On the Call Center – Call Center DNIS page of the selected call center, click Add.
The Call Center – Add DNIS page appears.
2) Enter the name by which you want to identify the DNIS, such as “Reception” or “Help
Desk”. The name must be from 1 through 40 characters.
3) From the list of available numbers, select the DNIS phone number.

NOTE: If number activation is enabled, the activation status of the selected phone number is
displayed to the right of the number.

4) Enter the DNIS extension. Extensions can vary in length within the limits configured
for your group.
5) From the drop-down list, select the DNIS priority.
6) Enter the DNIS calling line ID phone number. A phone number used for outgoing
calls must contain only digits or be an E.164 formatted number. It can be from 2
through 30 digits (3 through 22 digits in E.164 format including the plus sign).
Additional spaces and dashes are allowed but are not included in the number.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 394 OF 519
 7) To use custom calling line name:
− Check Use custom Calling Line name settings.
− Enter the Calling Line ID Last Name and Calling Line ID First Name.
Each name can be from 1 through 30 characters and cannot contain percent or
plus symbols, backslashes, double quotes, or extended ASCII characters.
8) To use custom messages for the DNIS number, check Use custom DNIS
announcement settings.

NOTE: For information on configuring DNIS custom messages, see section 6.1.3.12.4
Configure DNIS Announcements.

9) To allow agents to use the DNIS number to make calls, check Allow outgoing call
center call.
10) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.3.12.4 Configure DNIS Announcements

Use the Call Center – DNIS Announcements page to customize the call center voice and
video prompts that are played to callers while they are waiting in queue.
The following prompts can be customized:
 Entrance Message
 Estimated Wait Message
 Comfort Message
 Music On Hold Message
 Whisper Message (Premium Call Center)

NOTE 1: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add or Call Center Profile pages.

NOTE 2: You can configure up to four files/URLs for each message. All four announcements
are chained and played back to the caller one after another.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 395 OF 519
 6.1.3.12.4.1 Configure DNIS Entrance Message
Use the DNIS Announcements – Entrance Message page to configure the entrance
message for the selected DNIS.

Figure 296 Call Center – DNIS Announcements – Entrance Message

1) On the Call Center – Add DNIS, Call Center – Modify DNIS, or Call Center – DNIS
Announcements page, click Entrance Message.
2) To play the entrance message, check Play entrance message.
3) To play the entrance message to completion, when started, check Entrance message
is mandatory when played.
4) Select the Audio or Video files to be played to callers from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page. To exit without saving, select another page
or click Cancel to display the previous page.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 396 OF 519
 6.1.3.12.4.2 Configure DNIS Estimated Wait Message
Use the DNIS Announcements – Estimated Wait Message page to configure the
estimated wait message for the selected DNIS.

Figure 297 Call Center – DNIS Announcements – Estimated Wait Message

1) On the Call Center – Add DNIS, Call Center – Modify DNIS, or Call Center – DNIS
Announcements page, click Estimated Wait Message.
2) To play the estimated wait message to callers, check Enable estimated wait message
for queued calls.
3) To play the message periodically at specified intervals, check Play updated wait
message every X seconds and enter the period in the text box. The number must be
from 1 through 600.
4) Select and configure the message option you want to use for this DNIS:
− To announce their position in the queue to callers, check Announce Queue
position and in the Play message for callers in queue position <X> or lower text
box, enter the maximum queue position to play this announcement to. The
number must be from 1 through 100.
To play the high-volume message to callers whose position in the queue is higher
than the configured maximum, check Play high volume message.
− To announce their approximate waiting time to callers, check the Announce wait
time and in the Play message for callers with wait time of <X> minutes or lower
text box, enter the maximum waiting time (in minutes) during which the message
can play. The number must be from 1 through 100.
− To play the high-volume message to callers whose estimated waiting time is
longer than the configured maximum, check Play high volume message.
− In the Default handling time text box, enter the estimated handling time per
call (in minutes) to use when calculating the waiting time. The number must
be from 1 through 100.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 397 OF 519
 NOTE: The estimated waiting time = ([position in queue * average call handling time] / [number
of agents available or wrap-up]). The default handling time is used when the average call
handling time is not available.

5) To save your changes, click Apply or OK. Apply saves your changes and OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.
6.1.3.12.4.3 Configure DNIS Comfort Message
Use the DNIS Announcements – Comfort Message page to configure the comfort
message for the selected DNIS.

Figure 298 Call Center – DNIS Announcements – Comfort Message

1) On the Call Center – Add DNIS, Call Center – Modify DNIS, or Call Center – DNIS
Announcements page, click Comfort Message.
2) To play the comfort message, check Play comfort message.
3) In the Time Between Messages <X> seconds box, enter the amount of time in
seconds required to elapse before replaying the message. The number must be from
10 through 600.
4) Select the Audio or Video files to be played to callers from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 398 OF 519
 Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

5) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.
6.1.3.12.4.4 Configure DNIS Music On Hold Message
Use the DNIS Announcements – Music On Hold Message page to configure the Music On
Hold message for the selected DNIS.

Figure 299 Call Center – DNIS Announcements – Music On Hold Message

1) On the Call Center – Add DNIS, Call Center – Modify DNIS, or Call Center – DNIS
Announcements page, click the Music On Hold Message tab.
2) To play Music/Video On Hold for queued calls, check Enable music or video on hold
for queued calls.
3) Select the Audio or Video files to be played to callers from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 399 OF 519
 Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.
− External Source, and then select Identity/Device profile. A new area appears
where you can specify the identity/device profile to use.

Figure 300 Call Center – DNIS Announcements – Music On Hold Message (External Source)

− Enter values for the following fields, as applicable. An asterisk (*) indicates
required data.
Field Values Description

Identity/Device The drop-down list displays The name of the identity/device profile for the
Profile Name * the available identity/device external Music On Hold source.
profiles.

Line/Port * A valid line/port, maximum The line number or SIP address of the
161 characters in external music source, depending on the
user@domain format. identity/device profile type you selected.
The user part can contain a Not available in IMS deployments.
leading +, letters, digits and
the following characters: -, _,
!, ~, *, (, ), periods, and single
quotes.
The drop-down box lists the
available domains.

Public Identity Maximum 161 characters in The SIP address of the external music
user@domain format. The source.
user part can only contain Only available in IMS deployments.
letters, digits, and the
following characters: -, _, !, ~,
*, (, ), periods, and single
quotes.
The available domains are
listed in the drop-down box.

Port Number The drop-down list displays The device port number for the external
the ports available on the music source. You can select the port
device. number from the list of ports available on the
device.
Note that the Port Number field is only
displayed when the static line ordering mode
is enabled for the identity/device type.

Contact Can only contain letters, A SIP contact address for the external music
digits, and the following source. Only available for identity/device
characters: -, _, !, ~, *, (, ), &, profile types that allow static registrations.
=, +, $, ?, /, period,
semicolon, or single quotes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 400 OF 519
 Field Values Description

Path The format should follow the Routing information to the device associated
RFC 3327 specification. with the contact address. Used when Path
header support is enabled.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.
6.1.3.12.4.5 Configure DNIS Call Whisper Message
Use the DNIS Announcements – Call Whisper Message page to configure the DNIS call
whisper message played to the agent when offering a call.

Figure 301 Call Center – DNIS Announcements – Call Whisper Message

1) On the Call Center – Add DNIS, Call Center – Modify DNIS, or Call Center – DNIS
Announcements page, click the Call Whisper Message tab.
2) To play the call whisper message when offering calls to agents, check Play call
whisper message.
3) Select the Audio or Video files to be played to callers from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 401 OF 519
 − Custom, and then select up to four custom files from the File1 up to File4 drop-
down lists.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE 1: The whisper message typically includes information about the DNIS number on which
the call was received.

NOTE 2: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.3.12.5 Modify or Delete DNIS

Use the Call Center – Modify DNIS page to modify DNIS number settings.

Figure 302 Call Center – Modify DNIS

NOTE: You cannot change the name, phone number, or extension of a primary DNIS, as
illustrated in the following figure. The name of the primary DNIS is the call center name.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 402 OF 519
 Figure 303 Call Center – Modify DNIS (Primary DNIS)

To modify a DNIS
1) On the Call Center DNIS page for the selected call center, click any item in the row for
the DNIS you want to modify. The Call Center – Modify DNIS page appears.
2) To delete the DNIS, click Delete. The DNIS is deleted and the Call Center DNIS
page appears.

NOTE 1: You cannot delete the primary DNIS.

NOTE 2: A DNIS cannot be deleted if an agent has configured the DNIS as the agent’s number
for outgoing calls. If you try to delete such a DNIS, you get an error message.

WARNING: The delete action cannot be undone. Once Delete has been clicked, the DNIS is
permanently disassociated from the call center and all the associated settings are lost.

3) To modify the DNIS settings, enter or modify information as required. For information
about the different fields, see section 6.1.3.12.3 Add DNIS.
4) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 403 OF 519
 6.1.3.12.6 View Agent Usage

Use the Call Center – Agent Usage page to view the agents who use a selected DNIS.

Figure 304 Call Center DNIS – Agent Usage

1) On the Call Center DNIS page for the selected call center, click any item in the row for
the DNIS you want to modify. The Call Center – Modify DNIS page appears.
2) Click the View Agent Usage link. The DNIS – Agent Usage page appears listing
users who selected this DNIS as their outgoing call number.
3) To return to the previous page, click OK.

6.1.3.13 Configure Queue Status Notification (Premium Call Centers)

A call center monitoring and synchronization mechanism on BroadWorks allows agents to
get notified of the status of the call center queues they are staffing, that is, of the queues
they are assigned to and joined, and to modify call handling appropriately.
Use the Call Center – Queue Status Notification page, to configure queue status
notification settings for the selected call center.

Figure 305 Call Center – Queue Status Notification

1) On the Group – Services menu page, click Call Center. The Group – Call Center
page appears, listing call centers for the group.
2) Click Edit or any item in the row for the target call center. The Call Center – Profile
page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 404 OF 519
 3) Click Queue Status Notification. The Call Center – Queue Status Notification page
appears.
4) Check Enable notification of queue status to agent devices to enable notification of
agents of the call center status.
5) For High volume notification thresholds, set call thresholds that trigger the sending of
notification to agents.
− To set a threshold on the number of calls in queue, check Number of calls in
queue and enter the number.
− To set a threshold on the longest waiting time, check Longest waiting time and
enter the time in seconds.
6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

6.1.4 Call Center – Routing Policies Menu

Use the Call Center – Routing Policies menu page to view and configure routing policies
for Standard and Premium call centers.

Figure 306 Call Center – Routing Policies Menu (Premium Call Center)

Routing policies specify how calls are routed to agents and queued when no agent is
available to take the call.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 405 OF 519
 The following routing policies can be configured for call centers:
 Automatic Call Distribution (ACD) Policies
− Configure Forced Forwarding (Premium Call Centers)
− Configure Holiday Service (Premium Call Centers)
− Configure Night Service (Premium Call Centers)
 Queuing Policies
− Configure Overflow Policy
− Configure Bounced Calls Policy
− Configure Stranded Calls Policy (Standard and Premium Call Centers)
− Configure Stranded Calls – Unavailable Policy (Standard and Premium Call
Centers)
− Configure Comfort Message Bypass (Premium Call Centers)

NOTE: The only routing policy for Basic call centers is Overflow. Basic call centers do not have
a Routing Policies menu page. The Call Center – Overflow page for a call center of type Basic
can be accessed from the Call Center – Profiles menu page.

6.1.4.1 Access Call Center – Routing Policies Menu

1) On the Group – Services menu page, click Call Center. The Group – Call Center
page appears, listing call centers for the group.
2) Click Edit or any item on the row for the call center. The Call Center – Profile menu
for the selected call center appears.
3) Click Routing Policies. The Call Center – Routing Policies menu page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 406 OF 519
 6.1.4.2 Configure Forced Forwarding (Premium Call Centers)
Use the Call Center – Forced Forwarding page to configure the call center to temporarily
divert new incoming calls to a different route independently of the Night Service route.
Forced Forwarding does not affect calls already in the queue.
This service is only available for Premium call centers.

Figure 307 (Premium) Call Center – Forced Forwarding

1) On the Call Center – Routing Policies menu page, click Forced Forwarding. The
Call Center – Forced Forwarding page appears.
2) For Forced Forwarding, select On or Off to enable or disable forced forwarding.
3) Define where you would like calls forwarded. In the Calls Forward to phone
number/SIP-URI text box, enter the phone number or SIP-URI where to forward calls.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164 format).
Spaces and dashes are allowed but are not included in the number. The SIP-URI
must be in the user@domain format. The user part can be from 1 through 80
characters and can contain a leading +, letters, digits, and the following characters: !,
~, *, (, ), dash, underscore, period, or single quotes. The domain part can be from 1
through 80 characters and can be either a domain name or an IP address.
4) Select or unselect Allow feature access codes to configure forced forwarding to allow
or forbid the use of feature access codes.
5) Select or unselect Play announcement before forwarding to specify if an
announcement should be played before forwarding a call.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 407 OF 519
 6) Select the audio or video file to be played to the caller from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes.
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

7) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 408 OF 519
 6.1.4.3 Configure Holiday Service (Premium Call Centers)
Use the Call Center – Holiday Service page to configure a call center to route calls
differently during holidays.
This service is only available for Premium call centers.

Figure 308 (Premium) Call Center – Holiday Service

1) On the Call Center – Routing Policies menu page, click Holiday Service. The Call
Center – Holiday Service page appears.
2) For the Action settings, select from the following:
− Select None if you do not want call to be treated differently during holidays.
− Select Perform busy treatment if you want calls to receive busy treatment during
holidays.
− Select Transfer to phone number/SIP-URI: and then enter the phone number or
SIP-URI where you want the calls to be forwarded during holidays.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be from 1 through 80 characters and can be either a domain
name or an IP address.
3) Select the holiday schedule from the Holiday Schedule drop-down list.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 409 OF 519
 4) Check Play announcement before holiday service action to play an announcement to
callers before applying the configured action.
5) Select the Audio or Video files to be played to callers from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes.
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 410 OF 519
 6.1.4.4 Configure Night Service (Premium Call Centers)
Use the Call Center – Night Service page to configure the call center to route calls
differently during the night hours.
This service is only available for Premium call centers.

Figure 309 (Premium) Call Center – Night Service

1) On the Call Center – Routing Policies menu page, click Night Service. The Call
Center – Night Service page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 411 OF 519
 2) For the Action settings, select from the following:
− Select None if you do not want call to be treated differently during holidays.
− Select Perform busy treatment if you want calls to receive busy treatment during
holidays.
− Select Transfer to phone number/SIP-URI: and then enter the SIP-URI where you
want the calls to be forwarded during holidays.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be from 1 through 80 characters and can be either a domain
name or an IP address.
3) For Force night service now regardless of business hours schedule, check On to
enable night service immediately or Off to return to regular night schedule.
4) From the Business Hours drop-down list, select the business hours.
5) To allow Night Service Override using FACs, check Allow feature access codes to
manually override night service.
6) Check Play announcement before night service action to play an announcement to
users before applying the configured action to the call.
7) Select the announcement to play in manual override mode from the following:
− Normal announcement
− Manual mode announcement
8) Select the Normal Mode Audio, Normal Mode Video, Manual Mode Audio, and
Manual Mode Video files to be played to callers from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

9) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 412 OF 519
 6.1.4.5 Configure Overflow Policy
Use the Call Center – Overflow page to configure the call center routing policy when a
large number of calls have been received or calls have been waiting longer than the
configured threshold.

Figure 310 Call Center – Overflow

1) On the Call Center – Routing Policies menu page, click Overflow. The Call Center –
Overflow page appears.
2) Configure the Action settings. Select from the following:
− Perform busy treatment
− Transfer to phone number/SIP-URI and enter the number in the text box
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be from 1 through 80 characters and can be either a domain
name or an IP address.
− Play ringing until caller hangs up
3) Select or unselect Enable overflow after calls, wait <X> seconds and enter the
number of seconds in the text box. The number must be from 0 through 7200.
4) Select or unselect Play announcement before overflow processing.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 413 OF 519
 5) For Audio and Video files, select from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes.
The URLs should be in the following format: http/https://<domain name/IP
address>[<:port>][path], for example, http://abcdistributing.com/announcements.
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

6) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
Click Cancel to exit without saving and display the previous page.

6.1.4.6 Configure Bounced Calls Policy

Use the Call Center – Bounced Calls page to configure the call center routing policy for
calls unanswered by agents.
The available settings depend on your Call Center service. The settings that apply to a
specific call center are identified in the procedure.

Figure 311 (Basic) Call Center – Bounced Calls

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 414 OF 519
 Figure 312 (Standard) Call Center – Bounced Calls

Figure 313 (Premium) Call Center – Bounced Calls

1) On the Call Center – Routing Policies menu page, click Bounced Calls. The Call
Center – Bounced Calls page appears.
2) Decide whether to bounce unanswered calls. Select Bounce calls after <number>
rings and enter the number of rings to bounce calls unanswered by agents within
<number> of rings. The number must be from 1 through 20.
In addition, for a Standard Call Center:
3) Select Bounce calls if agent becomes unavailable while routing the call, if you want
the call to bounce if the agent becomes unavailable while the call is offered.
4) Select Alert agent if call is on hold for longer than <number> seconds, and enter the
amount of time in seconds if you want agents to be alerted about long-held calls. The
number must be from 30 through 600.
5) Decide whether to bounce long-held calls. Select Bounce calls after being on hold by
agent for longer than <number> seconds, and enter the number of seconds to bounce
calls that are on hold longer than the specified number of seconds. The number must
be from 30 through 600.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 415 OF 519
 In addition, for a Premium Call Center:
6) Decide whether to transfer unanswered calls. Select Transfer to phone number/SIP-
URI and enter the phone number or SIP-URI to which you want to transfer
unanswered calls.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164 format).
Spaces and dashes are allowed but are not included in the number. The SIP-URI
must be in the user@domain format. The user part can be from 1 through 80
characters and can contain a leading +, letters, digits, and the following characters: !,
~, *, (, ), dash, underscore, period, or single quotes. The domain part can be from 1
through 80 characters and can be either a domain name or an IP address.
7) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.1.4.7 Configure Stranded Calls Policy (Standard and Premium Call Centers)
Use the Call Center – Stranded Calls page to configure the call center routing policy for
calls stranded in queue when all the agents have signed-out or left the queue (joined out).
The available settings depend on your Call Center service. The following two figures
show the Call Center – Stranded Calls page for the Standard and Premium call centers.
Follow the corresponding procedures to configure stranded calls for a Standard or
Premium call center.

Figure 314 (Standard) Call Center – Stranded Calls

To configure the policy for a Standard call center:

1) On the Call Center – Routing Policies page, click Stranded Calls. The Call Center –
Stranded Calls page appears.
2) Select from the following:
− Select Leave in queue to leave stranded calls in the call center queue.
− Select Perform busy treatment to apply busy treatment to stranded calls.
− Select Transfer to phone number/SIP-URI and then enter the SIP-URI in the text
box to transfer stranded calls to the specified phone number or URI.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 416 OF 519
 A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be either a domain name or an IP address.
3) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

Figure 315 (Premium) Call Center – Stranded Calls

To configure the policy for a Premium call center:

1) On the Call Center – Routing Policies menu page, click Stranded Calls. The Call
Center – Stranded Calls page appears.
2) Select from the following:
− Select Leave in queue to leave stranded calls in the call center queue.
− Select Perform busy treatment to apply busy treatment to stranded calls.
− Select Transfer to phone number/SIP-URI and enter the number in the text box to
transfer stranded calls to the specified phone number or URI.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 417 OF 519
 A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be either a domain name or an IP address.
− Select Night Service to transfer calls to the Night Service.
− Select Play ringing until caller hangs up to play ringing until the call ends.
− Select Play announcement until caller hangs up to play announcement until the
call ends.
3) For the Audio or Video files, select from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes. A URL
should be in the following format: http/https://<domain name/IP
address>[<:port>][path].
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

4) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 418 OF 519
 6.1.4.8 Configure Stranded Calls – Unavailable Policy (Standard and Premium Call Centers)
Use the Call Center – Stranded Calls – Unavailable page to configure the call center
routing policy for calls stranded in queue when call agents are unavailable.
The available settings depend on your Call Center service. The following two figures
show the Call Center – Stranded Calls – Unavailable page for the Standard and Premium
call centers. Follow the corresponding procedures to configure stranded calls for a
Standard or Premium call center.

Figure 316 (Standard) Call Center – Stranded Calls – Unavailable

To configure the policy for a Standard call center:

1) On the Call Center – Routing Policies menu page for the call center, click Stranded
Calls – Unavailable. The Call Center – Stranded Calls – Unavailable page appears.
2) Specify when the policy applies.
− To apply the policy when all agents are unavailable, uncheck the check box.
− To apply the policy when all agents are unavailable and at least a specified
number of agents have their unavailable code set to a specified code, check the
check box, enter the number of agents, and select the code from the drop-down
list.
3) Select the action to take when the policy applies.
− To leave the call in queue, select Leave in queue.
− To apply busy treatment, select Perform busy treatment.
− To transfer the call to a specified phone number, select Transfer to phone number
/ SIP-URI and enter the phone number or URI in the text box.
A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be either a domain name or an IP address.
4) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, click Cancel or select another page.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 419 OF 519
 Figure 317 (Premium) Call Center – Stranded Calls – Unavailable

To configure the policy for a Premium Call Center:

1) On the Call Center – Routing Policies menu page for the call center, click Stranded
Calls – Unavailable. The Call Center – Stranded Calls – Unavailable page appears.
2) Specify when the policy applies.
− To apply the policy when all agents are unavailable, uncheck the check box.
− To apply the policy when all agents are unavailable and at least a specified
number of agents have their unavailable code set to a specified code, check the
check box, enter the number of agents, and select the code from the drop-down
list.
3) Select the action to take.
− To leave the call in queue, check Leave in queue.
− To apply busy treatment, check Perform busy treatment.
− To transfer the call to a specified call number, check Transfer to phone number /
SIP-URI and enter the phone number or URI in the text box.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 420 OF 519
 A phone number can be from 2 through 30 digits (3 through 22 digits in E.164
format). Spaces and dashes are allowed but are not included in the number. The
SIP-URI must be in the user@domain format. The user part can be from 1
through 80 characters and can contain a leading +, letters, digits, and the
following characters: !, ~, *, (, ), dash, underscore, period, or single quotes. The
domain part can be either a domain name or an IP address.
− To force the Night Service, check Night Service.
− To play ringing, check Play ringing until caller hangs up.
− To play an announcement, check Play announcement until caller hangs up and
configure the Audio section.
4) To configure the announcement to play to the user, select one of the following
options:
− Default, to play a default announcement.
− URL and enter up to four URL addresses where to access the announcement. A
URL should be in the following format: http/https://<domain name/IP
address>[<:port>][path].
− Custom and upload up to four audio files from your computer.

NOTE: The URLs/files you specify will be played in the order in which they are listed on this
page.

5) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 421 OF 519
 6.1.4.9 Configure Comfort Message Bypass (Premium Call Centers)
Use the Call Center – Comfort Message Bypass page to configure the call center to play
ringing and/or a different message instead of music and comfort messages if the call is
expected to be answered quickly. This service is only available to Premium call centers.

Figure 318 Call Center – Comfort Message Bypass

1) On the Call Center – Routing Policies menu page, click Comfort Messages Bypass.
The Call Center – Comfort Messages Bypass page appears.
2) For Comfort message bypass, select On or Off to enable or disable bypassing comfort
messages.
3) Define the maximum allowed waiting time for bypassing comfort messages, by
entering the number of seconds for the Bypass comfort message when estimated wait
time is less than <X> seconds setting.
4) To play an announcement to callers after ringing for the configured amount of time,
check Play announcement after ringing for <X> seconds and enter the number of
seconds after which to play the announcement.
5) Select the Audio or Video files to be played to callers from the following:
− Default
− URL, and then enter up to four addresses in the provided text boxes. A URL
should be in the following format: http/https://<domain name/IP
address>[<:port>][path].
− Custom, and then select up to four custom files by clicking Browse next to each
entry and then finding and selecting the files.
Click Clear next to an entry to clear the corresponding text box. This only clears
the display and does not save changes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 422 OF 519
 NOTE: The video configuration controls are not shown when the video capability has been
disabled on the Call Center Add and Profile pages.

6) To save your changes, click Apply or OK. Apply saves your changes. OK saves
your changes and displays the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

6.2 Group-level Settings

This section describes the tasks performed to configure group-level settings for the Call
Center and Route Point services. It applies only to service provider groups.

NOTE: If your group is part of an enterprise, your enterprise administrator configures these
settings.

Links to the following pages from the Group – Call Center menu page are included in this
section:
 Agent Default Settings (All Services)
 Agent Threshold Profiles (Call Center – Premium and Call Center – Standard)
 Agent Unavailable Codes (Call Center – Standard, Call Center – Premium, and Route
Point)
 Call Disposition Codes (Call Center – Premium and Route Point)
 Routing Priority Settings (All Call Center Services)

NOTE: The pages that apply to the Route Point service can also be accessed from the Group –
Route Point page. When you configure a setting, the result is the same independently of how
the page was accessed.

The settings to configure for your group depend on the services your group has been
authorized. The settings that apply to specific services are identified in each section.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 423 OF 519
 6.2.1 Agent Default Settings (All Services)
Use the Group – Agent Default Settings page to configure agent default settings for your
group.

Figure 319 Group – Agent Default Settings (Call Center – Premium Service)

6.2.1.1 Configure Agent Default Settings

1) On the Group – Call Center menu page, click Agent Default Settings. The Group –
Agent Default Settings page appears.
2) Select or type the information as applicable to your type of service:
For All Call Center Services:
− For the Use Guard Timer Setting, select Default to use the system default, or
select Group to use the guard timer defined for the group.
− If you selected Group, select Enable guard timer for <x> seconds, and select
the number of seconds from the drop-down list.
In addition, for Call Center – Standard, Call Center – Premium, and Route Point
Services:
− For the Use Agent Unavailable Settings, select Default to use the system default
settings, or select Group to use the settings defined on this page and configure
the following:
− Check Force Agent to unavailable on Do Not Disturb activation to change the
agent's status to "Unavailable" when the agent activates the Do Not Disturb
service.
− Check Force agent to unavailable after <number> consecutive bounces and
select the number of bounces from the drop-down list to change the agent's
status to unavailable after the agent fails to answer the set number of
consecutive Call Center/Route Point calls.
− Check Force agent to unavailable on not reachable to change the agent's
status to unavailable when the agent becomes unreachable.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 424 OF 519
 In addition, for Call Center – Premium and Route Point Services:
− Check Force Agent to unavailable on personal calls to change the agent's
status to "Unavailable" when the agent is on a personal call.
3) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
4) To exit without saving, select another page or click Cancel to display the previous
page.

6.2.2 Agent Threshold Profiles (Call Center – Premium and Call Center – Standard)
Use this item on the Group – Call Center menu page to configure thresholds for various
statistical measurements about agents’ performance.

NOTE: If your group is part of an enterprise, your enterprise administrator configures agent
thresholds profiles for all groups in the enterprise.

An agent threshold profile consists of a set of thresholds and a list of agents to which
those thresholds apply.
For each measurement that can have thresholds set, you can configure a yellow threshold
and a red threshold, with the red threshold having higher severity.
When a threshold is crossed, the system sends an alert to the Call Center client, so that it
can display a visible indicator of the appropriate color to the user.
In addition, agent threshold profiles allow you to configure up to eight email addresses
where a notification should be sent when a threshold configured in this profile is crossed.
An agent can be assigned to only one profile. A default profile without any thresholds is
automatically created by the system. This profile applies to all agents who are not
assigned to any other profile. If you remove an agent from a profile, the agent is
automatically assigned to the default profile. The only way to remove the agent from the
default profile is to assign the agent to another profile.

6.2.2.1 View Agent Threshold Profiles

Use the Group – Agent Thresholds Profiles page to view agent thresholds profiles defined
for your group.

Figure 320 Group – Agent Threshold Profiles

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 425 OF 519
 1) On the Group – Call Center menu page, click Agent Threshold Profiles. The Group
– Agent Threshold Profiles page appears.
2) Click OK. The previous page appears.

6.2.2.2 Add Agent Threshold Profile

Use the Group – Agent Threshold Profile Add page to define a new agent threshold profile
for your group.

Figure 321 Group – Agent Threshold Profile Add

1) On the Group – Call Center menu page, click Agent Threshold Profiles. The Group
– Agent Threshold Profiles page appears.
2) Click Add. The Group – Agent Threshold Profile Add page appears.
3) Enter a name and a description of the profile.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 426 OF 519
 4) For each statistical measurement listed on this page, you can configure a yellow
threshold and/or a red threshold in hours and minutes. A threshold cannot be set to
"0:00", and a yellow threshold must be assigned a lower value than the corresponding
red threshold. You can leave a field empty if you do not want to assign a threshold.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 427 OF 519
 The following table lists the measurements for which thresholds can be configured.
Measurement Allowed Values Notes

Current Call State 00:01 through 1440:00 (up to a When the agent is idle, this is the time
Idle Time day) that has elapsed since the agent has
become idle.

Current Call State 00:01 through 1440:00 (up to a When the agent is on a call, this is the
On-Call Time day) time the agent has spent on the
current call. If the agent is involved in
multiple calls, this is the time spent on
the longest call.

Current Agent State 00:01 through 1440:00 (up to a When the agent is unavailable, this is
Unavailable Time day) the time that has elapsed since the
agent has become unavailable or
since that agent last updated their
unavailable code.

Average Busy In 00:01 through 1440:00 (up to a The average time spent by an agent
day) on an incoming ACD call since the last
sign-in.

Average Busy Out 00:01 through 1440:00 (up to a The average time spent by an agent
day) on an outgoing ACD call since the last
sign-in.

Average Wrap-Up 00:01 through 1440:00 (up to a The average time spent by an agent to
day) wrap up a call since the last sign-in.

5) To send email notifications when a threshold in this profile is crossed, check the
Enable Email Notification check box and enter up to eight email addresses. The
email address must be from 3 through 80 characters in user@domain format. It can
contain only one @ symbol, letters, digits, and the following characters: !, #, $, %, &,
*, +, -, /, =, _, {, }, |, ~, `, ., ?, ^, or single quotes.
6) Use the search function to find available agents.
7) To assign agents to the profile, select the agents in the Available Agents column and
click Add >. Or to select all agents click Add All >>.
8) To remove some assigned agents, select the agents to remove in the Assigned
Agents column and click Remove <. Or to remove all assigned agents, click Remove
All <<.

NOTE: When an agent is assigned to a profile, they are automatically unassigned from the
previous profile to which they were assigned. When an agent is unassigned from a profile, they
are automatically assigned to the default profile.

An agent cannot be explicitly unassigned from the default profile. To unassign an agent from the
default profile, you have to assign the agent to another profile.

9) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without changing, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 428 OF 519
 6.2.2.3 Modify Agent Threshold Profile
Use the Group – Agent Threshold Profile Modify page to modify an existing agent
threshold profile.

Figure 322 Group – Agent Threshold Profile Modify

1) On the Group – Call Center menu page, click Agent Threshold Profiles. The Group
– Agent Threshold Profiles page appears.
2) Click Edit on the row of the profile to edit. The Group – Agent Threshold Profile
Modify page appears.
To delete the profile, click Delete. The previous page appears.

WARNING: The Delete operation is final and cannot be undone.

3) Modify profile information as required. For information about the settings that can be
configured for a profile, see section 6.2.2.2 Add Agent Threshold Profile.
4) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page. To exit without changing, click Cancel or select another page.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 429 OF 519
 6.2.3 Agent Unavailable Codes (Call Center – Standard, Call Center – Premium, and
Route Point)
Agent unavailable codes can be used to better track agents’ unavailability. You may
require agents in your group who change their status to Unavailable to enter an
unavailability that explains the reason for their unavailability. You can also configure the
feature to automatically assign a predefined unavailable code to agents in specific
situations, such as receiving a personal call or activating the Do Not Disturb service.
Use the Group – Agent Unavailable Codes page to configure agent unavailable codes for
your group.

NOTE: If your group is part of an enterprise, your enterprise administrator configures agent
unavailable codes for all groups in the enterprise.

Use the following administrative procedures to manage the agent unavailable codes for
your group:
 Configure Agent Unavailable Codes Settings
 View, Activate, or Deactivate Agent Unavailable Codes
 Add Agent Unavailable Code
 Modify or Delete Agent Unavailable Code

Figure 323 Group – Agent Unavailable Codes (Call Center – Premium Service)

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 430 OF 519
 6.2.3.1 Configure Agent Unavailable Codes Settings
Use the Group – Agent Unavailable Codes page to enable the use of agent unavailable
codes for your group and to configure unavailable codes defaults.
1) On the Group – Call Center menu page, click Agent Unavailable Codes. The Group
– Agent Unavailable Codes page appears.
2) Configure the settings as follows.
Parameter Description

Enable Agent Check or uncheck this option to enable or disable agent unavailable
Unavailable Codes codes. When disabled, agent unavailable codes received from any
client or device are ignored and no error is generated.

Default Code on Do Select a code from the drop-down list. When this code is configured,
Not Disturb activation it is automatically assigned to agents when their ACD state changes
to “Unavailable” on activation of the Do Not Disturb service. If no
code is configured and Force use of Agent Unavailable Codes is
enabled, the generic default code set on this page is used.

Default Code on Select a code from the drop-down list. When this code is configured,
personal calls it is automatically assigned to agents when they make or receive
(Premium call centers personal calls. If no code is specified and Force use of Agent
and route points) Unavailable Codes is enabled, the generic default code set on this
page is used.

Default Code on Select a code from the drop-down list. When this code is configured,
consecutive bounces it is automatically assigned to agents when a configurable number of
consecutive calls delivered to them bounce. If no code is specified
and Force use of Agent Unavailable Codes is enabled, the generic
default code (set on this page) is used.

Default code on not Select a code from the drop-down list. When this code is configured,
reachable it is automatically assigned to agents when they become
unreachable. If no code is specified and Force use of Agent
Unavailable Codes is enabled, the generic default code (set on this
page) is used.

Force use of Agent Check this option to force the use of agent unavailable codes; then
Unavailable Codes select a default code. A default code must be specified if Force use
with Default Code of Agent Unavailable Codes is checked. When this option is
enabled, this generic agent unavailable code is used when a code is
required but no code or an invalid code is provided.

3) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without changing, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 431 OF 519
 6.2.3.2 View, Activate, or Deactivate Agent Unavailable Codes
Use the Group – Agent Unavailable Codes page to view, enable, or disable agent
unavailable codes.

Figure 324 Group – Agent Unavailable Codes

1) On the Group – Call Center menu page, click Agent Unavailable Codes. The Group
– Agent Unavailable Codes page appears.
2) To activate a code, check the Active box in the row for the code. To deactivate the
code, deselect the box.
3) To save your changes click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 432 OF 519
 6.2.3.3 Add Agent Unavailable Code
Use the Group – Agent Unavailable Codes Add page to add an agent unavailable code.

Figure 325 Group – Agent Unavailable Codes Add

1) On the Group – Call Center menu page, click Agent Unavailable Codes. The Group
– Agent Unavailable Codes page appears.
2) Click Add. The Group – Agent Unavailable Codes Add page appears.
3) Enter the code name and description. The name must be unique in your group and
can be from one through ten characters.
4) To activate the code, check Active.
5) Click OK. OK saves your changes and displays the previous page.
To exit without changing, click Cancel or select another page.

6.2.3.4 Modify or Delete Agent Unavailable Code

Use the Group – Agent Unavailable Codes Modify page to edit or delete an agent
unavailable code.

Figure 326 Group – Agent Unavailable Codes Modify

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 433 OF 519
 1) On the Group – Call Center menu page, click Agent Unavailable Codes. The Group
– Agent Unavailable Codes page appears.
2) Click Edit in the row for the code you want to modify or delete. The Group – Agent
Unavailable Codes Modify page appears.
3) To delete the code, click Delete. The code is deleted and the previous page appears.

WARNING: The Delete operation is final and cannot be undone.

4) To modify the code, change information as required.

5) Click OK. OK saves your changes and displays the previous page.
To exit without changing, click Cancel or select another page.

6.2.4 Call Disposition Codes (Call Center – Premium and Route Point)
Disposition codes are additional attributes that can be applied to inbound and outbound
calls to tag calls with comments, results, and so on. More than one disposition code can
be assigned to a call.
Disposition codes can be defined at the group level, in which case they apply to all route
points and Premium call centers in the group, or at the call center or route point level, in
which case they apply only to the call center or route point where they are defined.
Use the Group – Call Disposition Codes page to configure group-level disposition codes.

Figure 327 Group – Call Disposition Codes

Use the following administrative procedures to configure the group-level disposition codes:
 View, Activate, or Deactivate Group-level Disposition Codes
 Add Group-level Disposition Code
 Modify or Delete Disposition Code
 View Call Disposition Code Usage

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 434 OF 519
 6.2.4.1 View, Activate, or Deactivate Group-level Disposition Codes
Use the Group – Call Disposition Codes page to view, activate, and deactivate call
disposition codes for your group.
1) On the Group – Call Center menu page, click Disposition Codes. The Group – Call
Disposition Codes page appears.
2) To activate a code, check the Active box in the row for the code. To deactivate the
code, deselect the box.
3) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

6.2.4.2 Add Group-level Disposition Code

Use the Group – Call Disposition Code Add page to add a group-level disposition code.

Figure 328 Group – Call Disposition Codes Add

1) On the Group – Call Center menu page, click Disposition Codes. The Group – Call
Disposition Codes page appears.
2) Click Add. The Group – Call Disposition Codes Add page appears.
3) To make the code active, check the Active box.
4) Enter the code. The code has to be unique in your group and can be from 1 through
10 characters.
5) Enter the description of the code.
6) Click OK. OK saves your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 435 OF 519
 6.2.4.3 Modify or Delete Disposition Code
Use the Group – Call Disposition Codes Modify page to modify or delete a group-level
disposition code.

Figure 329 Group – Call Disposition Codes Modify

1) On the Group – Call Center menu page, click Disposition Codes. The Group – Call
Disposition Codes page appears.
2) Click Edit in the row for the disposition code you want to modify or delete. The Group
– Call Disposition Codes Modify page appears.
3) To delete the code, click Delete. The code is deleted and the previous page appears.

WARNING: The Delete operation is final and cannot be undone.

4) To modify the code, change information as required. For information about the
parameters on this page, see section 6.2.4.2 Add Group-level Disposition Code.
5) Click OK. OK saves your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 436 OF 519
 6.2.4.4 View Call Disposition Code Usage
Use the Usage tab on the Group – Call Disposition Code Modify page to view a disposition
code usage.

Figure 330 Group – Call Disposition Codes Usage

1) On the Group – Call Center menu page, click Disposition Codes. The Group – Call
Disposition Codes page appears.
2) Click Edit in the row for the disposition code you want to view. The Group – Call
Disposition Codes Modify page appears.
3) Click the Usage tab. The page displays the usage of the selected disposition code.
4) Click OK.

6.2.5 Routing Priority Settings (All Call Center Services)

Use the Group – Call Center Routing Policies page to select the routing policy for your
group call centers and to prioritize the call centers in your group.
When you add a call center, it is automatically assigned the lowest priority. To change
that, assign it the priority you want.
When you delete a call center, the routing priorities of the remaining call centers may
become non-contiguous. To make them contiguous, refresh the list.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 437 OF 519
 6.2.5.1 Set Routing Policy and Order Call Centers
Use the Group – Call Center Routing Policies page to select the routing policy for the call
centers in your group and to assign priorities to the call centers in the group.

Figure 331 Group – Call Center Routing Policies

1) On the Group – Call Center menu page, click Routing Priority Settings. The Group
– Routing Priority Settings page appears.
2) Select the routing policy to apply when routing Call Center calls to agents from the
following:
− Longest Wait Time to first answer calls that have been waiting the longest
− Priority Order to answer all the calls in a higher priority queue before answering
any call in a lower priority queue
3) Place the call centers in order of priority. For each call center, enter its priority in the
Priority text box, where 1 is the highest priority, 2 is the second highest priority, and so
on. You can enter any whole or decimal number.
When you apply the changes, the call centers are renumbered from 1 to n, in the
relative order assigned by you and reordered accordingly. For example, if there are
two call centers: A and B, and you assign priority 7 to call center A and priority 3.5 to
call center B, the call center B will be listed first with priority 1 and the call center A will
be listed second with priority 2.
4) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, select another page or click Cancel to display the previous
page.

NOTE: If call center priorities have become non-contiguous even though you did not renumber
them, for example, when a call center is deleted, clicking Apply or OK on this page will assign
contiguous priorities to the call centers, while preserving their order of priority.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 438 OF 519
 6.3 Reporting (Standard and Premium Call Centers)
This section describes the tasks performed to configure and manage Call Center
Reporting. It applies only to service provider groups.

NOTE: If your group is part of an enterprise, your enterprise administrator configures these
settings.

Links to the following pages from the Call Center menu page are included in this section:
 External Reporting Settings
 Report Branding
 Report Templates
 Scheduled Reports

6.3.1 External Reporting Settings

Use this menu item on the Group – Call Center menu page to configure external reporting
settings for your group.
External reporting settings allow you to specify whether to store Call Center statistics in a
centralized database and whether reporting is enabled for the call centers in your group.

6.3.1.1 Configure External Reporting Settings

Use the Group – Call Center External Reporting Settings page to enable or disable
external reporting for your group.

Figure 332 Group – Call Center External Reporting Settings

1) On the Group – Call Center menu page, click External Reporting Settings. The
Group – Call Center External Reporting Settings page appears.
2) For External Reporting select one of the following options:
− Select Enhanced to store reporting data in a centralized database and enable
Call Center reporting.
− Select Off to disable Call Center reporting and collect statistics on the local server.
3) Save your changes. Click Apply or OK. Apply saves your changes. OK saves your
changes and displays the previous page. To exit without saving, click Cancel to
display the previous page.
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 439 OF 519
 6.3.2 Report Branding
Use this menu item on the Group – Call Center menu page to personalize report branding
for your group. You can customize the header and footer of the reports.
To use custom branding, define a custom branding file and store it in a location you can
access while performing the procedure in this section.
The branding template is an XSL-FO document that defines the contents of headers and
footers through the use of specific XML tags. The XSL-FO file can be created using the
Oracle Business Intelligence Publisher Add-in for Microsoft Word in the same way that the
style templates are created. The same header and footer must be defined for all pages of
the report. For more information, see the BroadWorks Call Center Reports Customization
Guide and BroadWorks Call Center Solution Guide.

6.3.2.1 Customize Report Branding

Use the Group – Report Branding page to customize Call Center report branding for your
group.

Figure 333 Group – Report Branding

1) On the Group – Call Center menu page, click Report Branding. The Group – Report
Branding page appears.
2) To use system-level branding, check System. Or to define custom branding for your
group, check Custom and click Browse to find and upload a custom branding file.
3) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, click Cancel to display the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 440 OF 519
 6.3.3 Report Templates
Use this menu item on the Group – Call Center menu page to manage custom report
templates for your group. BroadWorks provides canned report templates, but also allows
administrators to define additional templates. When generating reports, you can use
templates made available by the system administrator. In addition, you can define custom
templates that satisfy particular needs of your organization.
This section provides the following procedures for managing custom report templates for
your group:
 List Report Templates
 Add Report Template
 Modify, Delete, Enable, or Disable Report Template
 View Report Template Usage

6.3.3.1 List Report Templates

Use the Group – Report Templates page to list report templates created for your group.

Figure 334 Group – Report Templates

1) On the Group – Call Center menu page, click Report Templates. The Group –
Report Templates page appears listing group-level templates. The template type
specifies whether the template is used to generate agent or call center reports.
2) Click OK to return to the previous page.

6.3.3.2 Add Report Template

You use the Group – Report Template Add page to create a custom report template for
your group.
Before you add a report template, you need to:
 Identify data requirements for the reports and select the appropriate data template.
The data template determines whether the report template is an agent or call center
report template, a real-time or historical report template, and whether it is an interval-
based report template or not.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 441 OF 519
  Design a style template you want to use for the reports generated using this template.
The style template is an XSL-FO document designed using the Oracle Business
Intelligence Publisher Add-in for Microsoft Word. For more information, see the
BroadWorks Call Center Reports Customization Guide.

Figure 335 Group – Report Template Add

1) On the Group – Call Center menu page, click Report Templates. The Group –
Report Templates page appears.
2) Click Add. The Group – Report Template Add page appears.
3) Provide a name and description for the template (up to 80 characters each).
4) From the Data Template drop-down list, select the data template to use for this report
template.

NOTE: Once the template is created, the data template selection cannot be modified.

5) Upload the style template. Click the Browse button to the right of Style Template and
then select the style template to upload.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 442 OF 519
 6) To make the template available for report generation, check Enable for Report
Generation.
7) If you selected a data template of type Agent, specify who can use the template in
addition to administrators. For Scope, select:
− Supervisors only to allow only supervisors to use the template.
− Supervisors and Agents to allow call center supervisors and agents to use the
template.
8) For Interval scope, specify whether the template will be used for real-time or historical
reports. This option can only be set if the selected data template is a real-time data
template. Otherwise, the report template is defined as historical and the scope cannot
be changed.
9) Provide the filtering variables, if applicable. For Filtering Variables, enter the filter
number and the required values. The filtering variables further refine the set of data
used for report generation. The number and type of filtering variables depends on the
data template selected.
− Filter Number is an index that references a specific filter for the selected data
template.
− Value 1 through Value 5 are the filtering values used in the selected filter during
report generation and depend on the filter you select.

NOTE: Currently, all filters require only zero or one value to be provided. Values “2” through “4”
are designed to allow future changes.

10) Specify which optional parameters to include in the report. In the Input Parameters
section, do the following for each optional parameter:
− Check Required to include the parameter in the report. When a parameter is set
to Required, a value must be supplied when generating a report.
− Check Hidden to ignore the parameter.
11) Click OK. OK saves your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 443 OF 519
 6.3.3.3 Modify, Delete, Enable, or Disable Report Template
You use the Group – Report Template Modify page to modify, delete, enable, or disable a
custom report template.

Figure 336 Group – Report Template Modify

1) On the Group – Call Center menu page, click Report Templates. The Group –
Report Templates page appears.
2) Click Edit in the row for the template you want to modify or delete. The Group –
Report Template Modify page appears.
3) Modify information as required. See section 6.3.3.2 Add Report Template for
information about the options available on this page.
4) Click OK or Apply. Apply saves your changes. OK saves your changes and displays
the previous page.
5) To exit without saving, click Cancel to display the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 444 OF 519
 6.3.3.4 View Report Template Usage
Use the Usage tab on the Group – Report Template Modify page to view the reports
scheduled using a selected report template. The page lists all the scheduled reports that
are using the template. The Edit link navigates you to the Call Center – Scheduled Report
Modify page of the selected report.

Figure 337 Group – Report Template Modify – Usage

1) On the Group – Call Center menu page, click Report Templates. The Group –
Report Templates page appears.
2) Click Edit in the row for the template for which you want to view usage. The Group –
Report Template Modify page appears.
3) Click the Usage tab. A list of reports scheduled using this template appears.
4) To access a specific report, click Edit in the row for the report.
5) Click OK to return to the previous page.

6.3.4 Scheduled Reports

You use this item on the Group – Call Center menu page to schedule reports and to view,
delete, or modify scheduled reports for your group.
The Call Center Reporting feature allows you to schedule reports about the call centers
and agents in your group. Reports can be scheduled to run only once or to run
periodically according to the specified schedule.
A scheduled report is called active when is has occurrences scheduled to run in the future.
When all occurrences of the report have run, the report is called completed. Completed
reports are deleted after a time period configured by the system administrator. You can
view both active and completed reports, as long as they are not deleted. You can also
reschedule a completed report to make it active again.
Reports are generated at the specified time and sent to the email address indicated in the
scheduled report request.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 445 OF 519
 6.3.4.1 View Scheduled Reports
You use the Group – Scheduled Reports page to view a list of scheduled reports created
within your group. This includes scheduled reports created at the group and individual
user (supervisor or agent) level.
The Active tab (default) displays the reports that still have occurrences scheduled to run in
the future. The Completed tab displays the reports for which all occurrences have run.

Figure 338 Group – Scheduled Reports

1) On the Group – Call Center menu page, click Scheduled Reports. The Group –
Scheduled Reports page appears, listing active reports.
2) To view the completed reports, click the Completed tab.
3) Click OK to return to the previous page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 446 OF 519
 6.3.4.2 Schedule Reports
You use the Group – Scheduled Report Add page to schedule a report.
The options available on this page depend on the report template you choose, the type of
report: Agent or Call Center, and the recurrence pattern you choose for the report.

Figure 339 Group – Scheduled Report Add

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 447 OF 519
 1) On the Group – Call Center menu page, click Scheduled Reports. The Group –
Scheduled Reports page appears.
2) Click Add. The Group – Scheduled Report Add page appears.
3) Provide a name and description for the report (maximum 80 characters each).
4) Select a report template. From the Report Template Name drop-down list, select the
report template to use for this report.
Scheduling Details:
5) Specify the recurrence pattern of the report. From the Recurs drop-down list, select
one of the following options:
− Never to make it a one-time report.
− Daily and specify the start date and the time to run the report and the frequency of
occurrence in days from 1 through 999.

Figure 340 Scheduled Report Add – Daily Recurrence Pattern

− Weekly and specify the start date, the time to generate the report, the frequency
of occurrence in weeks (from 1 through 999), and the day or days of the week on
which the report should run.

Figure 341 Scheduled Report Add – Weekly Recurrence Pattern

− Monthly and specify the start date, the time to run the report, the frequency of
occurrence in months (from 1 through 999), and the day and the day for the
recurrence of the report from the following options:
− To schedule the report on a specific day of the month, for example the 27th,
check Day <X> of the month and enter the day from 1 through 31. If you
select 29, 30, or 31, the occurrence will fall on the last day of the month for
months that are shorter than 29, 30, or 31 days respectively.
− To schedule the report on a specific day of the week within the month, for
example the second Monday of the month, check The <Xth> <Day-of-Week>
of the month, and select Xth and Day-of-Week from the drop-down lists.

Figure 342 Scheduled Report Add – Monthly Recurrence Pattern

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 448 OF 519
 − Yearly and specify the start date, the time to run the report, the frequency of
occurrence in years, for example every two (2) years, and the day for the
recurrence of the report from the following options:
− To schedule the report on a specific day of the year, check Day <X> of
<Month>, enter the day, and select the month. For example, if you select
April, you can enter a day from 1 through 30, and if you select February, you
can enter a day from 1 through 29.
− To schedule the report on a specific day of the week and month, for example
the first Sunday of January, check The <Xth> <Day-of-Week> of <Month>
and select Xth, Day-of-Week, and Month from the drop-down lists.

Figure 343 Scheduled Report Add – Yearly Recurrence Pattern

6) Specify when the report should run. In the Report Time section, provide the following
information:
− From the Time Zone drop-down list, select a time zone.
− For a non-recurrent report, specify the actual date and time to generate the report.
− For a recurrent report, specify when the report should be generated for the first
time. The subsequent times are determined by the recurrence pattern and range.
7) For recurring reports, specify when the report generation should end. In the
Recurrence Range section, select one of the following options:
− Never to run the report continuously.
− After <X> occurrences to end the report generation after X occurrences and
enter the number of occurrences from 1 through 999.
− Date to end the report generation on a specific date and enter a date in the
MM/DD/YYYY format.

Figure 344 Scheduled Report Add – Recurrence Range

Report Details
8) For a call center report, specify whether the report data should be grouped by call
center or by DNIS.
9) Select the sampling period. The sampling period is only applicable to interval-based
report templates. It can be one of the following: every quarter hour, every half hour,
hourly, daily, weekly, or monthly.
10) Select the report time zone from the drop-down list.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 449 OF 519
 11) Select the date and time format. The selected format is used for all dates that appear
in the generated report.
12) Specify the report time frame, that is, the period for which you are requesting the
report. The report time frame always has a beginning date and time and an end date
and time.
− For a non-recurrent report, specify the actual dates and times.
− For a recurring report, select the time frame relative to the report generation time,
for example, the previous month, previous five days, and so on; at the time of
report generation, the time frame is converted to absolute dates and times.
13) For a weekly sampling period, select the day of the week when the sampling should
start. This is only applicable for interval-based report templates.
14) Select the file format of the report, which can be either XLS or PDF.
Agent/Call Center Selection:
15) Depending on the report type, select either agents or call centers to include in the
report.
− To run the report for all agents/call centers in your group, check the Include All
Agents or Include All Call Centers box.

NOTE: If you check this box you cannot select agents/call centers individually.

− To include specific agents/call centers, use the search function to display

available agents/call centers, select agents/call centers in the Available
Agents/Call Centers column, and click Add >. Or to select all agents/call centers,
click Add All >>.

NOTE: An explicit list of agents/call centers cannot have more than 100 elements.

− To exclude some agents/call centers from the report, select the agents to remove
in the Selected Agents/Call Centers for the report column and click Remove. Or
to remove all selected agents, click Remove All.

NOTE: Agents deleted from a call center can be included in the report. They are identified by a
“*” next to their name.

Performance Parameters:
16) Enter or select a value/option for each required performance parameter.
The number and type of parameters depends on the selected report template. Some
reports do not have any performance parameters.
Destinations for Report Generation:
17) In the E-Mail Address text box, enter the email address to send the report to. The
email address must be from 3 through 80 characters in user@domain format. It can
contain only one @ symbol, letters, digits, and the following characters: !, #, $, %, &,
*, +, -, /, =, _, {,}, |, ~, `, ., ?, ^, or single quotes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 450 OF 519
 18) In the Additional E-Mail addresses text box, enter up to eight additional email
addresses where to send the report.
19) Click OK. OK saves your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

6.3.4.3 Modify or Delete Scheduled Report

You use the Group – Scheduled Report Modify page to modify or delete a scheduled
report. You can modify both active and completed reports.
Completed reports are removed from the system after a time period configured by the
system administrator. However, as long as a report exists in the system, it can be
modified and rescheduled to run in the future. In such a case, the status of the report
changes to active.

Figure 345 Group – Scheduled Report Modify (Top of Page)

1) On the Group – Call Centers page, click Scheduled Reports. The Group –
Scheduled Reports page appears.
2) Click Edit in the row for the report to modify. The Group – Scheduled Report Modify
page appears.
3) To delete a scheduled report, click Delete. The report is deleted and the previous
page appears.

WARNING: This operation is final and cannot be undone.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 451 OF 519
 4) To modify a report, change information as required. For information about the
settings available on this page, see section 6.3.4.2 Schedule Reports.
5) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 452 OF 519
 7 Configure Meet-Me Conferencing

The Meet-Me Conferencing service allows you to create conference bridges and
designate conference hosts who can then create and manage conferences.
This chapter contains sections that correspond to items on the Group – Meet-Me
Conferencing menu page.

Figure 346 Group – Meet-Me Conferencing Menu

The Group – Meet-Me Conferencing menu contains the following items:

 Meet-Me Conference Ports
 Meet-Me Conference Bridges

7.1 Access Meet-Me Conferencing Menu

Use the Group – Meet-Me Conferencing menu page to view Meet-Me Conferencing ports
assigned to your group and to configure and manage Meet-Me Conferencing bridges for
your group.
On your Home page, in the Options list, click Meet-Me Conferencing. The Group –
Meet-Me Conferencing menu page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 453 OF 519
 7.2 Meet-Me Conference Ports
Use this item on the Group – Meet-Me Conferencing menu page to list the conference
ports for your group.

7.2.1 List Conference Ports

The Group – Meet-Me Conference Ports page displays the number of conference ports
allocated to your group.

Figure 347 Group – Meet-Me Conference Ports

1) On the Group – Meet-Me Conferencing menu page, click Meet-Me Conference

Ports. The Group – Meet-Me Conference Ports page appears.
2) Note the number allocated to your group. This is the total number of ports that you
can allocate to Meet-Me conference bridges in your group.
3) To display the previous page, click OK.

7.3 Meet-Me Conference Bridges

You use the Group – Meet-Me Conference Bridges page to access pages used to
manage Meet-Me conference bridges for your group.
A Meet-Me conference bridge is a virtual user and shares some configuration tasks that
are performed for all users, such as assigning services and configuring the Outgoing
Calling Plan. These tasks are described in the appropriate subsection in section
4 Configure Users. For example, configuring the Outgoing Calling Plan is described in
section 4.6.3 Configure Outgoing Calling Plan.
Meet-Me conference bridges share personal service configuration tasks with users, that is,
tasks that regular users perform themselves, such as enabling or disabling forwarding of
calls. For information on how to perform those tasks, see the BroadWorks User Web
Interface Administration Guide.
Meet-Me conference bridges also share some administrative tasks with other virtual users.
These tasks are described in section 5.2 Configure Shared Tasks.
This section describes how to perform the following specific administrative procedures to
manage Meet-Me conference bridges:
 Add Meet-Me Conference Bridge
 Modify or Delete Meet-Me Conference Bridge

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 454 OF 519
 7.3.1 Add Meet-Me Conference Bridge
Use the Group – Meet-Me Conference Bridge Add page, to create a Meet-Me conference
bridge for your group.

Figure 348 Group – Meet-Me Conference Bridge Add

1) On the Group – Meet-Me Conferencing menu page, click Meet-Me Conference

Bridges. The Group – Meet-Me Conference Bridges page appears.
2) Click Add. The Group – Meet-Me Conference Bridge Add page appears.
3) Type or select information for the bridge. Following is a table of the input boxes and
the data required for each. Required data is indicated with an asterisk (*).
Input Box Name Allowed Values Description

Conference Maximum 161 characters in A unique identifier of the

Bridge ID * user@domain format. The user part conference bridge.
must be from 6 through 80 characters
and can only contain letters, digits,
single quotes, periods, semicolons, or
the following symbols: #, $, %, &, +, -
, =, ?, |, _, ~, !, `, ^, {, }.
The drop-down box lists the domains
available for your group.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 455 OF 519
 Input Box Name Allowed Values Description

Name 1 through 30 characters. The display name of the

conference bridge.

Calling Line ID 1 through 30 characters. Cannot The last name to use for the
Last Name contain % and + symbols, calling line identity.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID 1 through 30 characters. Cannot The first name to use for the
First Name contain % and + symbols, calling line identity.
backslashes, double quotes, or
extended ASCII characters.

Calling Line ID 1 through 20 digits (3 through 22 The phone number to use for the
Phone Number digits including the leading + sign in calling line identity.
E.164 format). Spaces and dashes NOTE 1: This input box only
are allowed and do not count toward appears when the CLID policy in
the length of the phone number. effect for the virtual subscriber is
to use a configurable CLID.
NOTE 2: Upon saving, the CLID
phone number is stored either as
entered or after being normalized
to E.164 format. The format is
decided by the system
administrator and specified below
the text box.

Department The drop-down list displays all The department that owns the
departments in your group, and if bridge. Assigning a conference
your group is part of an enterprise, all bridge to a department allows
departments created at the enterprise department administrators to
level by your enterprise administrator. modify the bridge.

Language The drop-down box lists all Language in which service

languages configured for your announcements and treatments
system. are played.

Time Zone The drop-down box lists time zones The time zone of the bridge.
from which to choose.

Network Class of The drop-down box lists network The network class of service to
Service classes of service assigned to your assign to this conference bridge,
group. which determines how outgoing
and transferred calls are
processed.
Network classes of service are
defined by the system
administrator. You can use the
classes assigned to your group.

Security PIN 4 through 12 The length of the security PIN

Length that the participants must provide
to join the conference.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 456 OF 519
 Input Box Name Allowed Values Description

Operator Phone A phone number can be from 2 The phone number or SIP-URI
Number / SIP-URI through 30 digits (3 through 22 digits where calls to the operator during
including the leading plus sign in a conference are transferred.
E.164 format). Spaces and dashes
are allowed but are not included in
the number.
A SIP-URI must be in the
user@domain format. The user part
can be from 1 through 80 characters
and can contain a leading +, letters,
digits, and the following characters: !,
~, *, (, ), dash, underscore, period, or
single quotes. The domain part can
be either a domain name or an IP
address.

Maximum Ports Not applicable. This is a read-only A read-only field that specifies the
Available For This field. maximum number of ports that
Bridge can be allocated to this bridge.

Allocated Ports 2 through Maximum Ports Available The number or ports available on
To This Bridge For This Bridge. this bridge. It cannot exceed the
Maximum Ports Available For
This Bridge.

Allow Individual This is a check box. Checking this option allows out-
Outdial dialing to individual participants
for conferences defined on this
bridge.

Maximum 00:15 through 23:45 The maximum allowed duration

Conference for conferences created on this
Duration bridge.
NOTE: When this parameter is
later modified, it cannot be
changed to a value that is lower
than the length of any existing
conference on this bridge.

Maximum 00:15 through 23:45 The maximum allowed duration of

Scheduled scheduled conferences defined
Conference on this bridge. It cannot be set to
Duration a value that is greater than the
Maximum Conference Duration.
NOTE: When this parameter is
later modified, it cannot be
changed to a value that is lower
than the length of any existing
scheduled conference on this
bridge.

Play Warning 1 through 15 When this option is defined, a

Prompt <X> warning announcement is played
minutes before <X> minutes before the
the conference scheduled end of the conference
end. to make participants aware that
the conference will be forcefully
terminated by the system.
However, the conference can be
forcefully terminated only if the
maximum conference duration is
set. If Maximum Conference
Duration is set and a warning
announcement is not enabled
then it is automatically enabled
and set to “10” minutes.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 457 OF 519
 4) Use the search function to display users who can be assigned as conference hosts.
5) Assign users as hosts on this bridge. In the Available Users column, select the
names you want and click Add. Or to assign all available users, click Add All.
6) To remove some of the assigned hosts, select users in the Conference Hosts column
and click Remove. Or to remove all assigned hosts, click Remove All.
7) Click OK. OK saves your changes and displays the previous page.
To exit without saving, click Cancel or select another page.

7.3.2 Modify or Delete Meet-Me Conference Bridge

Use the Meet-Me Conference Bridge – Meet-Me Conference Bridge Profile page to
modify a Meet-Me conference bridge profile information or to delete a bridge.

Figure 349 Meet-Me Conference Bridge – Meet-Me Conference Bridge Profile

1) On the Meet-Me Conference Bridge – Profile menu page, click Profile. The Meet-Me
Conference Bridge – Meet-Me Conference Bridge Profile page appears.
2) To delete the bridge, click Delete. The previous page appears.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 458 OF 519
 3) To change the bridge ID, click Change User ID. On the Meet-Me Conference Bridge
– Change User ID page that appears; enter the new conference bridge ID, select the
domain from the drop-down list, and then click OK.
4) To modify the profile information for the bridge, type or select new information. See
section 7.3.1 Add Meet-Me Conference Bridge for information about the editable fields
on this page.
5) Click Apply or OK. Apply saves your changes. OK saves your changes and displays
the previous page.
To exit without saving, click Cancel or select another page.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 459 OF 519
 8 Loudspeaker Paging

The Loudspeaker Paging service enables group members to access an intercom paging
system by dialing a group extension. The paging system is configured in BroadWorks as
a user and connected to the access gateway using a standard analog interface. A user
who wants to access the paging loudspeaker dials the paging system extension number
and is connected to the paging loudspeaker system. By assigning the Selective Call
Acceptance service to the paging system user, BroadWorks allows only assigned users
access to the paging system. Users allowed to access the paging system are added to
the Selective Call Acceptance list of the paging system.
The access gateway is set up with one port reserved for the paging system and the others
assigned to the users. The paging system consists of a telephone access module, a
paging amplifier, and the loudspeaker system. The telephone access module is the
interface component from the telephone system to the paging system. The telephone
paging amplifier amplifies the signal delivered to the loudspeaker system. Paging system
equipment is available from Bogen Communications, Inc. Following is a list of the
equipment:
 Telephone Access Module Model (TAM-B)
 Telephone Paging Amplifier (TPU-35B, TPU-60B, or TPU-100B)

8.1 Add Loudspeaker Paging as User

For information on the procedures referred to in the following steps, see section.
1) Add a new user account representing the loudspeaker.
2) On the Users – Addresses page for the new user, specify a phone number and
extension for the loudspeaker account.
3) Select an identity/device profile for the new user that represents an IAD/Gateway
device, and specify a port number.
4) Assign these services to the new user:
− Selective Call Acceptance
− Call Management

NOTE: For Selective Call Acceptance, type the description and select the days and times that
the calling criteria are valid. In the Specific phone numbers boxes, add the national phone
number of the users allowed to access the paging system.

5) Configure Incoming Calling Plan for paging user to accept calls only from within the
group. For more information, see section 4.6.2 Configure Incoming Calling Plan.
6) Configure the Outgoing Calling Plan so that calls cannot originate from the paging
phone number (no checked call type check boxes). For more information, see section
4.6.3 Configure Outgoing Calling Plan.

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 460 OF 519
 Acronyms and Abbreviations

This section lists the acronyms and abbreviations found in BroadWorks documents, web
interfaces, and online help. The acronyms and abbreviations are listed in alphabetical
order along with their meanings.

2BCT 2 B-Channel Transfer

2FA Two-Factor Authentication
3DES Triple Digital Encryption Standard
3GP 3GP (3GPP File Format)
3GPP 3rd Generation Partnership Project
3PCC Third-Party Call Control
3PCR Third-Party Call Recording
3WC Three-Way Calling
4CIF Four Times the Common Intermediate Format
AA Auto Attendant
AAA Authentication, Authorization, and Accounting
AAC Account/Authorization Code
AAC Advanced Audio Coding
AAL ATM Adaptation Layer
AAST Average Answer Setup Time
ABNF Augmented Backus-Naur Format
AC Active Calls
AC Alarm Count
AC Attendant Console
ACA Accounting Answer
ACB Automatic Callback
ACC Agent Call Control
ACC Advanced Call Control
ACD Automatic Call Distribution
ACFS ASM Cluster File System
ACgPN Additional Calling Party Number
ACI Alternate Call Indicator
ACL Access Control List
ACM Address Complete Message
ACM Audio Compression Manager
ACR Accounting Request
ACR Anonymous Call Rejection

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 461 OF 519
 ACS Advanced Communications Server
ACS Assertion Consumer Service
ACST Average Call Setup Time
ACW After Call Work
ADDS Active Directory Domain Services
ADFS Active Directory Federated Services
Admin Administrator
ADSL Asymmetric Digital Subscriber Line
AE Assistant–Enterprise
AES Advanced Encryption Standard
AGA Admin Group Add
AGC Automatic Gain Control
AGD Admin Group Delete
AH Authentication Header
AHR Automatic Hold Retrieve
AHT Average Handling Time
AHTBCL Average Hold Time Before Call Loss
AJAX Asynchronous JavaScript and XML
AJP Apache JServ Protocol
AKA Also Known As
ALaw ITU Standard for Analog to Digital Audio Data Conversion
ALG Application Layer Gateway
ALI Automatic Location Identification
ALI DB Automatic Location Identification Database
ALPN Application Layer Protocol Negotiation
ALTC Alternative Connectivity
AMR Adaptive Multi-Rate
AMR-NB Adaptive Multi-Rate Narrowband
AMR-WB Adaptive Multi-Rate Wideband
AMS Access Mediation Server
ANAB Average Number of Agents Busy
ANALO Average Number of Agents Logged Off
ANI Access-Network-Info
ANI Automatic Number Identification
ANLYZD AnalyzedInformation INVOKE Operation
anlyzd AnalyzedInformation RETURN RESULT Component

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 462 OF 519
 ANN Announcement
ANR Application Not Responsive
ANSI American National Standards Institute
AoC Advice of Charge
AoCC Advice of Charge – Binding/actual information
AoC-D Advice of Charge – During call
AoC-E Advice of Charge – End of call
AoCI Advice of Charge – Non-binding/estimation
AoC-S Advice of Charge − Start of communication
AoR Address of Record
AORT Average OCI Response Time
AP Application Patch
AP Authentication Proxy
API Application Programming Interface
APM Access Policy Manager
APN Application Processing Node
APNs Apple Push Notification service
APPN Advanced Peer-to-Peer Networking
ARP Address Resolution Protocol
ARPA Advanced Research Projects Agency
ARPU Average Revenue Per Unit
ARS Automatic bitRate Selection
ART Answer Response Time
AS Application Server
AS TAS Application Server Telephony Application Server
ASA Abort-Session-Answer
ASA Admin Service Provider Add
ASA Average Speed of Answer
ASCF SIP interface between Application Server and SCF
ASCII American Standard Code for Information Interchange
ASD Admin Service Provider Delete
ASLR Address Space Layout Randomization
ASM Automatic Storage Management
ASN Abstract Syntax Notation
ASN.1 Abstract Syntax Notation 1
ASP Application Server Process

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 463 OF 519
 ASP AC ASP Active Message
ASPAC Application Service Part Active
ASR Abort-Session-Request
ASR Application Server Redundancy
ASR Application Server Registration
ASR Automated Speech Recognition
ASRQD Average SIP Redirection Queue Delay
ATA Analog Telephone Adapters
ATABC Amount of Time Agent Busy With Call
ATALO Amount of Time Each Agent Logged Off
ATALOI Amount of Time Each Agent Logged On and Idle
ATASC Average Time Agents Spends on Call
ATCF Access Transfer Control Function
ATI Alternate Trunk Identity
ATI Any Time Interrogation
ATM Asynchronous Transfer Mode
ATQ Average Time in Queue
ATU-STI Access Transfer Update − Session Transfer Identifier
AUA Admin User Add
AUCX Audit Connection
AUD Admin User Delete
AUEP Audit Endpoint
AVC Video Compression (Advanced Video Coding)
AVP Attribute-Value Pair
AVP Audio Visual Profile
AVPF Audio Visual Profile with Feedback
B2BUA Back-to-Back User Agent
BA BroadWorks Anywhere
BAM Business Activity Monitoring
BC Bouncy Castle
BC Business Communicator
BCCT BroadWorks Common Communication Transport
BCD Binary-Coded Decimal
BCF Border Control Function
BCFKS Bouncy Castle-Formatted Keystores
BCL Basic Call Log

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 464 OF 519
 BCO Busy Camp On
BCSM DP Basic Call State Model Detection Point
BE Back End
BE Back End Server
BEP Back End Processor
BER Basic Encoding Rules
BFCP Binary Floor Control Protocol
BGCF Border Gateway Control Function
BHCA Busy Hour Call Attempts
BI Business Intelligence
BICC Bearer Independent Call Control
BIO Basic Input/Output
BLF Busy Lamp Field
BM BroadWorks Mobility
BME BroadSoft Media Engine
BNF Backus-Naur Format
BOM Byte Order Mark
BOSH Bidirectional-streams Over Synchronous HTTP
BPS Bits Per Second
BRI Basic Rate Interface
BS Billing System
BSAM Basic Sequential Access Method
BSD Berkeley Software Distribution
BSS Business SIP Services
BTLU Business Trunking License Unit
BW BroadWorks
BWAMS BroadWorks Assistant–Mobile Service
BWAR BroadWorks Application aRchive
BWCCA BroadWorks Call Center Agent
BWCCS BroadWorks Call Center Supervisor
BWECCR BroadWorks Enhanced Call Center Reporting
BWTCSPI BroadWorks Sametime Telephony Control Service Provider
Interface
C2DM Cloud to Device Messaging
CA Certification Authority
CaaS Communications-as-a-Service

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 465 OF 519
 CAC Carrier Access Code
CALA Central America/Latin America (Spanish)
CALEA Communication Assistance for the Law Enforcement Act
CALLP Call a Prototyped Procedure or Program
CAMA Centralized Automatic Message Accounting
CAMEL Customized Applications for Mobile Network Enhanced Logic
CAP Client Application Protocol (Note anytime you see CAP and Xsi
described together, CAP will almost always be referring to Client
Application Protocol.)
CAP CAMEL Application Part
CAP Carrierless Amplitude and Phase Modulations
CAP-C Client Application Protocol-Client
CAP-S- Client Application Protocol-Server-Call Center
CallCenter
CAPTCHA Completely Automated Public Turing test to tell Computers and
Humans Apart
CAS Conferencing Application Server or Channel Associated
Signaling
CAT Customized Alerting Tone
CBC Call by Call
CBC Cipher-Block Chaining
CBF Communication Barring – Fixed
CB-UC Communication Barring User-Control
CC Country Code
CC Call Category
CCA Call Center Agent
CCA Call Center Agent License
CCA Credit Control Answer
CC-APDU Call Content Delivery – Application Protocol Data Unit
CCBS Completion of Communications to Busy Subscriber
CCC Call Content Channels
CCC Client Call Control
CCCF Call Continuity Control Function
CCF Charging Collection Function (used for off-line charging)
CCFH Credit-Control-Failure-Handling
CCLID CC Link Identifier
CCLink Call Content Link
CCM CommPilot Call Manager

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 466 OF 519
 CCM Call Capacity Management
CCNR Completion of Communications by No Reply
CCPRI Call Center Public Reporting Interface
CCR Call Center Reporting
CCR Credit Control Request
CCRS Call Center Reporting Server
CCR-U Credit-Control-Request-Update
CCS Call Center Supervisor
CCS Call Center Supervisor License
CCSR Call Center Supervisor Reporting License
CCT Common Communication Transport
CCXML Call Control eXtensible Markup Language
CD Call Deflection
CD Compact Disc
CD Conference Duration
CDC Call Data Channel
CDF Charging Data Function
CDIV Communication Diversion
CDMA Code-Division Multiple Access
CDP Charge Determination Point
CDR Call Detail Record
CDR Charging Data Record
CD-ROM Compact Disc Read-Only Memory
CDS Call Detail Server
CEA Capabilities-Exchange-Answer
CentOS Community Enterprise Operating System
CER Capabilities-Exchange-Request
CERN Conseil Européen pour la Recherche Nucléaire
CF Collection Function
CF Call Forward
CFA Call Forwarding Always
CFA Charging Function Addresses
CFB Call Forwarding Busy
CFE Customer Furnished Equipment
CFGNA Call Forwarding Group No Answer
CFGNRc Call Forwarding Group Not Reachable

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 467 OF 519
 CFNA Call Forwarding No Answer
CFNR Call Forwarding Not Reachable
CFNRc Call Forwarding Not Reachable
CFNRY Call Forwarding No Reply (No Answer)
CFS Call Forwarding Selective
CFUNR Call Forwarding Unreachable
CFW Control Channel Framework
CFW Control Framework
CFW Media Control Channel Framework
CFWD Call Forward
CGC Collaborate Guest Client
CGF Carrier Grade Framework
CGF Charging Gateway Function
CGI Common Gateway Interface
CGP Charge Generation Point
CgPN Calling Party Number
CHAP Challenge-Handshake Authentication Protocol
CI Cell Identification or Cell Identity
CI Charge Indicator
CI Code Inspection
CIC Carrier Identification Code
CID Communication Identifier (related to Lawful Intercept Interface)
CID Calling Number Identification
CIDB Calling Line ID Blocking
CIDR Classless Inter-Domain Routing
CIF Common Intermediate Format
CIN Communication Identity Number
CIS Center for Internet Security
CJK Chinese, Japanese, and Korean
Class Custom Local Area Signaling Service
CLEC Competitive Local Exchange Carrier
CLI Command Line Interface
CLIB Calling Line ID Blocking
CLID Calling Line ID
CLIO Calling Line ID Blocking Override
CLIP Calling Line Identification Presentation

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 468 OF 519
 CLIR Calling Line Identification Restriction
CLNP Connectionless Network Protocol
CLS Congestion Level Subvariable
CM Call Manager
CM Configuration Manager
CM/AC Call Manager/Attendant Console
CMA Congestion Management Applied
CMAS or Client Management Access Server (NOT Application Server)
CM-AS
CMI Client Management Interface
CMPS or Client Management Profile Server
CM-PS
CMR Congestion Management Requested
CMR Codec Mode Request
CMS Conferencing Media Server
CMS Concurrent Mark Sweep (which is a phase of the Java Garbage
collector)
CMS Call Management Servers Call Management Servers
C-MSISDN Correlation Mobile Subscriber ISDN Number
CMVP Cryptographic Module Validation Program
CN Call Notify
CN Common Name
CN Core Network
CNAM Caller ID with NAMe
CNAM Caller Name Retrieval Service
CNAP Calling Name Presentation
COLP Connected Line Identification Presentation
COLR Connected Line Identification Restriction
COM Component Object Model
CONF Conference
COP Capacity Operating Point
CORBA Common Object Request Broker Architecture
CORS Cross-Origin Resource Sharing
COS Class of Service
COT Customer Originated Trace
CP Call Pickup
CPC Calling Party Category

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 469 OF 519
 CPCF Content Provider Charging Function
CPCM CommPilot Call Manager
CPCS Common Part Convergence Sub-Layer
CPD Call Progress Detection
CPE Customer Premises Equipment
CPE CommPilot Express
CPG Call Progress Message
CPL Call Processing Language
CPP CommPilot Push Protocol
CPR Call Park Retrieve
CPS Calls Per Second
CPSF Call Processing Service Function
CPU Central Processing Unit
CR Call Rate
CR Call Recording
CR Change Request
CRC Cyclic Redundancy Check
CRCX Create Connection
CRLF Carriage Return Line Feed
CRM Customer Relationship Management
CRN Contingency Routing Number
CRS Call Recording Server
CRS Cluster Ready Services
CS Conferencing Server
CS Circuit Switched
CS-AS Conferencing Server–Application Server
CSCF Call Session Control Function
CSEL Carrier Selection
CSeq Command Sequence
CSI CAMEL Subscription Information
CSI Client Service Interface
CSMA/CD Carrier Sense Multiple Access with Collision Detection
CS-MGW Circuit-Switched Media GateWay
CS-MS Conferencing Server–Media Server
CSP Concerned Signaling Point
CSR Certificate Signing Request

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 470 OF 519
 CSRF Cross-Site Request Forgery
CSRN Circuit-Switched Domain Routing Number
CSS Cascading Style Sheets
CSS Cluster Synchronization Service
CSS Concerned Subsystem
CSTA Computer Supported Telecommunications Applications
CSV Comma-Separated Value
CT CAC Cut Through
CT Call Transfer
CT Call Type
C-TEP CAP Top End Processor
CTI Computer Telephony Integration
CUG Closed User Group
CW Call Waiting
CW Communication Waiting
CWC City-Wide Center
CWC City-Wide Centrex
CWMP Customer Premises Equipment (CPE) WAN Management
Protocol
CWT Call Waiting Tone
DAS Destination Application Server
DAS Direct-Attached Storage
DB Database
DBA Doing Business As
DBA Database Administrator
dBm The power ratio in decibel (dB) of the measured power
referenced to one milliwatt (mW)
Dbmo The level of a signal as specified in dBm0 is the level of that
signal (in dBm) as measured at the reference point of the
network.
DBMS Database Management System
DBR Domain-Based Routing
DBR Dynamic Bit Rate
DBS Database Server
DbS Database Server
DCE Data Circuit Terminating Equipment
DCE Distributed Computing Environment
DCE Data Communications Equipment
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 471 OF 519
 DCL Data Control Language
DCLID Dialable Caller ID
DCN Oracle Database Change Notification
DDE Dialed Digit Extraction
DDFH Direct-Debiting-Failure-Handling
DDL Data Definition Language
DDNS Dynamic Domain Name System
DEN Directory-Enabled Networking
DES Data Encryption Standard
DF Do Not Fragment Bit
DFN Diameter Front Node
DFS Distributed File Service
DGC Distributed Group Call
DGMGRL Data Guard Command Line Interface (software product)
DH Diffie-Hellman
DHCP Dynamic Host Configuration Protocol
DI Diversion Inhibitor
DID Direct Inward Dialing
DiffServ Differentiated Services
DIMM Dual In-line Memory Module
DIT Directory Information Tree
DITA Darwin Information Typing Architecture
DITA-OT DITA Open Toolkit
DKS Device Key Synchronization
DLC Data Link Control
DLCI Data Link Connection Identifier
DLCX Delete Connection
DLL Dynamic Link Library
DLSw Data Link Switching
DM Device Management
DME Distributed Management Environment
DMG Disk Image file
DMH Dual Mode Handset
DMI Digit Manipulation Index
DMI Desktop Management Interface
DML Data Manipulation Language

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 472 OF 519
 DMOB Device Management On BroadWorks
NOTE: Do not use this term; use Device Management instead.
DMR Downward Message Routing
DMS Device Management Service
DMS Device Management System
DMTF Desktop Management Task Force
DMTP3 Distributed MTP3
DMZ Demilitarized Zone
DN Directory Number
DN Distinguished Name
DNC Distributed Network Calls
DND Do Not Disturb
DNH Directory Number Hunting
DNIS Dialed Number Identification Service
DNR Domain Name Resolver
DNS Directory Name Service (This is more generic than Domain
Name System.)
DNS Domain Name Service
DNS Domain Name System
DOD Direct Outward Dialing
DOI Domain of Interpretation
DOM Document Object Model
DOS Disk Operating System
DoS Denial of Service
DP IF Detection Point Information Flow
DPA Disconnect-Peer-Answer
DPC Destination Point Code
DPR Disconnect-Peer-Request
DPT Dynamic Packet Trunks
DPUBI Directed Call Pickup with Barge-in
DSA Digital Signature Algorithm
DSAP Destination Service Access Point
DSCP Differentiated Services Code Point
DSI Deployment Studio Image
DSL Digital Subscriber Line
DSN Database Store Name
DSO Data Source Object

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 473 OF 519
 DSP Digital Signal Processor
DSP Deployment Studio Project
DSR Direct Signal Reporting
DSS Digital Signature Standard
DST Daylight Savings Time
DST Deployment Studio Template
DT Desktop
DTAF Device Type Archive File
DTAG Deutsche Telecom AG
DTD Document Type Definition
DTE Data Terminal Equipment
DTG Destination Trunk Group
DTLS Datagram Transport Layer Security
DTMF Dual-Tone Multi-Frequency
DTP Data Transfer Process
DTP Deployment Test Plan
DTX Discontinuous Transmission
DUT Device Under Test
DV Digital Video
DWR Device-Watchdog-Request
E 164 An ITU-T recommendation for international telecommunication
numbering
E1 European Equivalent to North America T1
E911 Emergency 911
EA Equal Access
EA External Authentication
EA Ending Announcement
EACD Enhanced Automatic Call Distribution
EC2 Elastic Compute Cloud (Amazon)
ECC Elliptic Curve Cryptography
ECCR Enhanced Call Center Reporting
ECDH Elliptic Curve Diffie-Hellman
ECDHE Elliptic Curve Diffie-Hellman Ephemeral
ECDSA Elliptic Curve Digital Signature Algorithm
ECF Event Charging Function (used for online charging)
ECL Enhanced Call Log

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 474 OF 519
 E-CLIP External Calling Line ID Delivery
ECLPQI Enhanced Call Logs Public Query Interface
ECMA European Computer Manufacturers Association
ECN Expensive Call Notification
ECN Explicit Congestion Notification
E-CSCF Emergency Call Session Control Function
ECT Explicit Call Transfer
ECT Explicit Communication Transfer
ECUR Event Charging with Unit Reservation
EDCDIC Extended Binary Communication Data Interchange Code
EDT Eastern Daylight Time
EG711 Enhanced G.711
EGP Exterior Gateway Protocol
eHRPD evolved High Rate Packet Data
EIP Elastic IP (Amazon)
EM Emergency
EMEA Europe, Middle East, and Africa
eMLPP Enhanced Multi-Level Precedence and Preemption
eMPS Enhanced Multimedia Priority Service
EMS Element Management System
EMSF Element Management Service Function
eMTA Embedded Media Terminal Adapters
EMTA Embedded Multimedia Terminal Adaptors
EN Event Notification
ENUM E.164 Number Mapping
EOCP Enhanced Outgoing Calling Plan
EOL End of Line
EP Emergency Patch
ERB Embedded Ruby
ERDB ESZ Routing Database
ERMES European Radio Messaging System
ERN Encryption Registration Number
ERP Enterprise Resource Planning
E-SBC Enterprise Session Border Controller
ESCA Enhanced Shared Call Appearance
ESGW Emergency Service Gateway

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 475 OF 519
 ESME External Short Messaging Entity
ESN Emergency Service Number
ESP Encapsulating Security Payload
ESPOSREQ Emergency Positioning Request
ESQK Emergency Services Query Key
ESRN Emergency Services Routing Number
ESXi Enterprise-class, type-1 hypervisor developed by VMware for
deploying and serving virtual computers
ESZ Emergency Service Zone
ETSI European Telecommunications Standards Institute
EULA End-User License Agreement
EV ExtraView
EVRC Enhanced Variable Rate Codec
EVRC0 EVRC-A Header-Free Payload Format
EVRC-A Enhanced Variable Rate Codec A (signifies the initial EVRC
version)
EVRCNW EVRC-NW Interleave/Bundle Payload Format
EVRC-NW Enhanced Variable Rate Codec – Narrowband Wideband
EVRCNW0 EVRC-NW Header-Free Payload Format
EWM Estimated Wait Message
EWS External Web Server
EWT Estimated Wait Time
EWT Expected Wait Time
FA Flexible Alerting
FAC Feature Access Codes
FAN Fast Application Notification
FAQ Frequently Asked Questions
FCAPS Fault, Configuration, Accounting, Performance, and Security
FCC Federal Communications Commission
FCF Fast Connection Failover
FCI Feedback Control Information
FCI Furnish Charging Information
FCOF Forwarding Counter Override feature
FDDI Fiber Distributed Data Interface
FE Front End (server)
FE Functional Element
FEAM Functional Entity Access Manager

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 476 OF 519
 FEC Forward Error Correction
FEC Front-End Clipping
FedRAMP Federal Risk and Authorization Management Program
FEP Front End Processor
FIFO First In, First Out
FIR Full Intra Request
FLP Fixed Line Persona
FLV Flash Video
FMC Fixed-Mobile Convergence

FMFM Find-me/Follow-me
fmtp fmtp is defined in RFC 4566 and updates the initial definition in
RFC 2327. It is never expanded as it is part of the protocol
rather than an acronym. It is registered with IANA as fmtp.
FP Fixpack
Fps or FPS Frames per Second
FPU Floating Point Unit
FQDN Fully Qualified Domain Name
FR Failure Rate
FR Frame Relay
FR Feature Request
FRA Flash Recover Area
FS Functional Specification
FSK Frequency Shift Keying
FTP File Transfer Protocol
FTTH Fiber to the home
FX Firefox
FXO Foreign eXchange Office
FXS Foreign eXchange Subscriber
GA Group Administrator
GA Generally Available
GAL Exchange Global Address List
GAN GETS-AN
GB Gigabyte
GbE Gigabit Ethernet
GC Garbage Collection
GC Group Call
GCI Global Cell Identification

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 477 OF 519
 GCLID Group Calling Line Identity
GCM Google Cloud Messaging
GCP Group Call Park
GDPR General Data Protection Regulation
GETS Government Emergency Telecommunications Service
GETS-AN GETS Access Number
GETS-AS GETS Application Server
GETS-FC GETS Feature Code
GETS-NT GETS Number Translation
GETS-PDN GETS Pseudo Destination Number
GGP Gateway-to-Gateway Protocol
GGSN GPRS Gateway Support Node
GID Group ID
GIF Graphics Interchange Format
GIN Generate Implicit Numbers
GIPS Global IP Solutions
GMSC Gateway Mobile Switching Center
GMT Greenwich Mean Time
GN Generic Number
GNT GETS-NT
GOP Group of Pictures
GP Grace Period
GPL General Public License
G-PON Gigabit-capable Passive Optical Network
GPRS General Packet Radio Service
GRID Oracle Grid Infrastructure
GRUU Globally Routable User Agent URI
GSM Group Spéciale Mobile
GSM Global System for Mobile Communications
gsmSCF GSM Service Control Function
gsmSRF GSM Specialized Resource Function
gsmSSF GSM Service Switching Function
GSSAPI Generic Security Services Application Program Interface
GT Global Title
GTD Generic Transparency Descriptor
GTI Global Title Indicator

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 478 OF 519
 GTT Global Title Translation
GUI Graphical User Interface
GVP Group Voice Portal
GW Gateway
GWT Google Widget Toolkit
HA High Availability
HCB Hierarchical Communication Barring
HD High Definition
HDD Hard Disk Drive
HDLC High-level Data Link Control
HDPI High-Density Screen
HERFP Heterogeneous Error Response Forking Problem
HEX Hexadecimal
HFC Hold For Enquire
HID Human Interface Device
HIPCOM Hosted IP Communications
HLR Home Location Register
HM Health Manager
HMAC Hashed Message Authentication Code
HMC Hosted Messaging and Collaboration
hPBX Hosted Private Branch Exchange
HPLMN Home Public Land Mobile Network
HPR High Performance Routing
HSQL-DB HyperSQL Database
HSS Home Subscriber Server
HTML Hypertext Markup Language
HTTP Hypertext Transfer Protocol
HTTP/S Hypertext Transfer Protocol or Hypertext Transfer Protocol
Secure Sockets
HTTPD Hypertext Transfer Protocol Daemon
HTTPS Hypertext Transfer Protocol Secure Sockets
HTTP NIO Hypertext Transfer Protocol Non-Blocking Input/Output
Hz Hertz
HZS Hazelcast Server
I/O Input/Output
IAB Internet Activities Board

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 479 OF 519
 IAC Interpret As Command
IAD Integrated Access Device
IAM Initial Address Message
IANA Internet Assigned Numbers Authority
IAP Intercept Access Point
IC Instant Conferencing
ICA Independent Computing Architecture
ICE Interactive Connectivity Establishment
ICID IMS Charging Identity
I-CLIP Internal Calling Line ID Delivery
ICM Incoming Call Management
ICMP Internet Control Message Protocol
ICP Incoming Calling Plan
ICS IMS Centralized Services
ICSA In-Call Service Activation
I-CSCF Interrogating Call Session Control Function
ICSI IMS Communication Service Identifier
ICSS Internet Connection Secure Server
ICV Integrity Check Value
IDD International Direct Dial
IDE Integrated Development Environment
IDEA International Data Encryption Algorithm
IDFA Advertising Identifier
IDLC Integrated Data Link Control
IdP Identity Provider
IDP Shorter form of INITDP
IDR Instantaneous Decoder Refresh
IDRP Inter-Domain Routing Protocol
IE Information Element
IE Internet Explorer
IEC InterExchange Carrier
IEC International Electrotechnical Commission
IEC Immediate Event Charging
IEEE Institute of Electrical and Electronics Engineers
IESG Internet Engineering Steering Group
IETF Internet Engineering Task Force

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 480 OF 519
 IF Interface
iFC initial Filter Criteria
IFC Initial Filter Criteria
I-Frame Intra-Frame
IGC Instant Group Call
IGMP Internet Group Management Protocol
IGP Interior Gateway Protocol
IIOP Internet Inter-ORB Protocol
IIP Instantiation Input Parameter
IKE Internet Key Exchange
iLBC internet Low Bitrate Codec
ILEC Incumbent Local Exchange Carrier
IM Instant Messaging
IM IP Multimedia
IM&P Instant Messaging and Presence (See note for “IMP” in row that
follows.)
IMAP Internet Message Access Protocol
IMCN IP Multimedia Core Network
IMF Internet Message Format
IMP Instant Messaging and Presence (Note that in 2013, IMP was
used at times, instead of IM&P.) When used as a service,
feature, or item that already exists, use “IM&P”. If it is actually
used for names of items in the system such as containers,
subsystem, and instances, then it is okay to use “IMP”.
IMRN Intermediate Routing Number (This may be an old and incorrect
expansion. Editors should check and ask the document owner,
when they see this expansion in documents, whether this
expansion is correct.)
IMRN IP Multimedia Routing Number
IMRN IP Multimedia Subsystem (IMS) Routing Number
IMS Information Management System
IMS IP Multimedia Subsystem
IMSI International Mobile Subscriber Identity
IMS-GWF IP Multimedia Subsystem Gateway Function
IMS-MGW IP Multimedia Subsystem Media Gateway Function
IN International
IN Intelligent Network
INDG Invalid Digit Range
INIT Initiation

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 481 OF 519
 INITDP Initial Detection Point
InitialDP Initial Detection Point
INSC Intelligent Network Service Control
InterLATA Crossing over and terminating in another Local Access Transport
Area
InterProcess
Communication
IntraLATA Originating and terminating in the same Local Access Transport
Area
IO Input Output
IOI Inter-operator Identifier
IOPS Input/Output Operations Per Second
iOS iPhone Operating System (iPhone OS)
IOT Interoperability Testing
IP Internet Protocol
IPA IPA iPhone (or iOS) Application Archive
IPC Interprocess Communication
IPDC Internet Protocol Device Control
IPEI International Portable Equipment Identity
IPNet Internet Protocol Network
IP-PBX Internet Protocol-Private Branch Exchange
IPsec Internet Protocol Security
IPSec IP Security Architecture
IPSP IP Signaling Point
IPTEL IP Telephony
IPTOS IP Type of Service
IPTV Internet Protocol Television
IPv4 Internet Protocol Version 4
IPv6 Internet Protocol Version 6
IPX Internet Packet Exchange
IQ Info/Query Stanza
IRFT Internet Research Task Force
IRI Intercept Related Information
IRS Implicit Registration Set
IS Interim Standard
ISA Industry Standard Architecture
iSAC internet Speech Audio Codec

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 482 OF 519
 ISAKMP Internet Security Association and Key Management Protocol
ISC IMS Service Control
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
ISP Internet Service Provider
ISR Integrated Services Router
IST Immediate Service Termination
IST Incremental State Transfer
ISUP Integrated Services User Part
ISUP IAM ISUP Initial Address Message
ISV Independent Software Vendor
IT Inactive Test
IT Information Technology
ITMS iTunes Music Store
ITSO International Technical Support Organization
ITU International Telecommunications Union
ITU-T International Telecommunication Union – Telecommunication
Standardization Sector
IV Initialization Vector
IVR Interactive Voice Response
IXC Inter Exchange Carrier
JAR Java Application Resource
JAR Java ARchive
JASS JumpStart Architecture and Security Scripts
JDBC Java Database Connection
JDBC Java Database Connectivity
JDK Java Development Kit
JID Jabber Identifier
JIP Jurisdiction Information Parameter
JIT Java Just-in-Time Compiler
JMAPI Java Management
JNDI Java Naming and Directory Interface
JNLP Java Network Launch Protocol
JPEG Joint Photographic Experts Group
JRE Java Runtime Environment
JSON JavaScript Object Notation

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 483 OF 519
 JSP JavaServer Pages
JSSE Java Secure Socket Extension
JVM Java Virtual Machine
JWS Java Web Start
JWT JSON Web Token
KB Kilobyte
Kbps Kilobits per Second
KDC Key Distribution Center
kHz Kilohertz
KLM Kernel-based Virtual Machine
KPI Key Performance Indicator
KTS Key Telephone System
KVM Kernel-based Virtual Machine
L2F Layer 2 Forwarding
L2TP Layer 2 Tunneling Protocol
LAC Location Area Code
LAES Lawfully Authorized Electronic Surveillance
LAI Location Area Identification
LAN Local Area Network
LAPB Link Access Protocol Balanced
LATA Local Access Transport Area
LCA Local Calling Area
LCD Liquid Crystal Display
LCP Link Control Protocol
LCR Location-Based Calling Restrictions
LCS Microsoft Live Communications Service - Microsoft Office Live
Communications Server
LD Long Distance
LDAP Lightweight Directory Access Protocol
LDAPS Lightweight Directory Access Over SSL
LDCAE Long Duration Call Accounting Events
LDIF LDAP Data Interchange Format
LDIF LDAP Directory Interchange Format
ldpi Low-Density Screen
LEA Law Enforcement Agency
LEA/MD Law Enforcement Agency/Mediation Device

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 484 OF 519
 LEC Local Exchange Carrier
LED Light-Emitting Diode
LERG Local Exchange Routing Guide
LGPL Lesser General Public License
LI Lawful Intercept
LIE Location Information Element
LIID Lawful Interception Identifier
LIS Location Information Server
LIS ID Location Information Server Identifier
LK Location Key
LLC Logical Link Layer
LLDP Link Layer Discovery Protocol
LM License Manager
LMDB Lightning Memory-Mapped Database
LMS Learning Management System
LNP Local Number Portability
LNRD Last Number Redial
LO Location Object
LO Local
LOA Letter of Agreement
LOCREQ Location Request INVOKE Operation
locreq Location Request RETURN RESULT Component
LPO Local Processor Outage
LPS Local Premium Service
Lr Loose Route
LRO Last Routing Option
LRS License Reporting Server
LRU Least Recently Used
LSAP Link Service Access Point
LSSGR LATA Switching Systems Generic Requirements
LTE Long-Term Evolution
LTM Local Traffic Manager
M3UA Message Transfer Part (MTP) Level 3 User Adaptation
MAC Media Access Control
MAC Message Authentication Code
MAC address Media Access Control Address

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 485 OF 519
 MACD Move-Add-Change-Delete
MACs Moves, Adds, and Changes
MALI Message Archival Lawful Intercept
MAP Mobile Application Part
MAPI Messaging Application Programming Interface
MAST Maximum Answer Setup Time
MB Maintenance Build
MB Megabyte
Mb Megabit
MBps Megabytes per Second
Mbps Megabits per Second
MC Message Center
MCA Multiple Call Arrangement
MCC Mobile Country Code
MCD Maximum Conference Duration
MCID Malicious Communication Identification
MCST Maximum Call Setup Time
MCT Malicious Call Trace
MCU Multipoint Control Unit
MD Mediation Device
MD5 Message Digest 5 Algorithm
MDCX Modify Connection
MDN Mobile DN
mdpi Medium-Density Screen
MEDGACO Media Gateway Control
MEED Mobile Extension to Extension Dialing
MF Mobile Forwarding
MGC Media Gateway Controller
MGC/F Media Gateway Controller Function
MGCF Media Gateway Control Function
MGCP Media Gateway Control Protocol
MHGBWNRc Make Hunt Group Busy When All Available Agents are Not
Reachable
MHTML MIME Hypertext Markup Language
MHz Megahertz
MIB Management Information Base

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 486 OF 519
 MIDI Musical Instrument Digital Interface
MIME Multipurpose Internet Mail Extensions
MIN Mobile Identification Number
MLD Multicast Listener Discovery
MLHG Multi-Line Hunt Group
MLP Mobile Line Persona
MLPP Multi-Level Precedence and Preemption
MM Mobile Manager
MMC Meet-Me Conference
MMS Multimedia Messaging Service
MMTel Multimedia Telephony
MMTEL- MMTEL-Services
Services
MNC Mobile Network Code
MNO Mobile Network Operator
MO Managed Object
MO Mobile Origination
MOC Microsoft Office Communications
MOH Music On Hold
MOSPF Multicast Open Shortest Path First
MOV QuickTime Multimedia Movie File Format
MP Maintenance Patch
MP Play-Collect Category
MP3 MPEG Audio Layer 3
MPC Multi-Path Channel
MPEG Moving Pictures Experts Group
MPLS Multiprotocol Label Switching
MPM Multi-Processing Modules
MPOA Multiprotocol Over ATM
MPS Messages Per Second
MPTN Multiprotocol Transport Network
MPTY Multiparty Service
MRCP Media Resource Control Protocol
MRF Media Resource Function
MRFC Multimedia Resource Function Controller
MRFC Media Resource Function Controller

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 487 OF 519
 MRFP Multimedia Resource Function Processor
MS Media Server
MS Microsoft
MS Milliseconds
MS Mobile Subscriber
MSAG Master Street Address Guide
MSBG Multi-service Business Gateway
MSC Mobile Service Center
MSC Mobile Switching Center
MS-CHAP v2 Microsoft Challenge Handshake Authentication Protocol
version 2
MSCID Mobile Switching Center Identification
MSCML Media Server Control Markup Language
MSDN Mobile Subscriber Directory Number
MSE Media Service Edge
MSEC Milliseconds
MSFE Media Server Front End
MSGDIR MessageDirective INVOKE Operation
msgdir MessageDirective RETURN RESULT Component
MSI Microsoft Installer
MSIN Mobile Subscription Identification Number
MSISDN Mobile Station ISDN Number
MSISDN Mobile Subscriber ISDN Number
MSN Microsoft Network
MSN Multiple Subscriber Number
MSO Multiple Service Operators
MSO Multi System Operator
MSP Programmable Switch
MSR Multiservice Switch Router
MSRN Mobile Station Roaming Number
MSRN Mobile Subscriber Roaming Number
MSRP Message Session Relay Protocol
MSRQD Maximum SIP Redirection Queue Delay
MSS Media Server Selection
MSU Message Signaling Unit
MT Mobile Termination

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 488 OF 519
 MTA Message Transfer Agent
MTAS Mobile Telephone Activation System
MTP Message Transfer Part
MTTR Mean Time To Recover
MTU Maximum Transmission Unit
MUC Multi-User Chat
MVC Model-View-Controller
MVNO Mobile Virtual Network Operators
MVS Multiple Virtual Storage Operating System
MWI Message Waiting Indicator or Indication
MX Mail Exchanger
NACK Negative Acknowledgement
NADP North American Dial Plan
NAI Nature of Address Indicator
NAI Network Access Identifier
NANP North American Numbering Plan
NAPTR Naming Authority Pointer
NAS Network-Attached Storage
NAT Network Address Translation
NC Non-Call Category
NCF Network Computing Framework
NCNAA Number of Calls Not Answered By Agent
NCOS Network Class of Service
NETCONF Network Configuration
NCP Network Control Protocol
NCR Numeric Character Reference
NCS Network-based Call Signaling
NCS Network Call Signaling
NCSA National Computer Security Association
NDC National Destination Code
NDD National Dialing Digit
NDIS Network Driver Interface Specification
NDS Network Database Server
NE Network Element
NEBS Network Equipment Building Standards
NETANN NETwork ANNouncements

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 489 OF 519
 NetBIOS Network Basic Input/Output System
NFI Network Function Interface
NFM Network Function Manager
NFS Network File System
NFV Network Function Virtualization
NFVI Network Function Virtualization Infrastructure
NFVO Network Function Virtualization Orchestrator
NGN Next Generation Network
NGW Network Gateway
NI Network Indicator
NIC Network Information Center
NIC Network Interface Card
NID Network Identification
NIO New I/O
NIO Non-Blocking Input/Output
NIS Network Information Systems
NIST National Institute of Standards and Technology
NLF Network Location Function
NMS Network Management System
NNACL NPA-NXX Active Code List
NNTP Network News Transfer Protocol
NOA Nature Of Address
NOC Network Operations Center
NON Nature of Number
NOS Network Operating System
NP Numbering Plan
NP Number Portability
NPA Numbering Plan Area
NPDB Number Portability Database
NPI Numbering Plan Indicator
NPLR Number Portability Location Register
NPS Network Policy Server (MS Active Directory)
NPS Notification Push Server
NRS Network Resource Selection
NS Network Server
NSAP Network Service Access Point

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 490 OF 519
 NSF National Science Foundation
NSIS Nullsoft Scriptable Install System
NSOCI Network Server Open Client Interface
NSOSS Network Server Operations Support System
NSPS Network Server Provisioning Server
NSS Name Service Switch
NSS Network Security Service
NSSync Network Server Synchronization
NSXS Network Server Execution Server

NTFS NT File System (used with Windows NT)

NTI Network Translation Index
NTLM Windows NT LAN Manager
NTP Network Time Protocol
NUC Non-upward Compatible
NVP Network Voice Portal
NVT Network Virtual Terminal
NWC N-Way Calling
OA Operator Assisted
OAC Outgoing Access Code
OAC Outside Access Code
OAI Originating Access Identifier
oaid Originating Access Identifier
OAMP Operations, Administration, Maintenance, and Provisioning
OAP Operator Assisted Plus
OBCI Optional Backward Call Indicator
OC Office Communicator
OCF Online Charging Function
OCI Open Client Interface
OCI TXNS OCI Transactions
OCI-C Open Client Interface-Call Control
OCI-P Open Client Interface-Provisioning
OCI-R Open Client Interface-Reporting
OCN Original Called Number
OCP Outgoing Calling Plan
OCS Online Charging System
OCS Open Client Server

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 491 OF 519
 OCS Office Communications Server (Microsoft)
O-CSI Origination CAMEL Subscription Information
ODB Operator Determined Barring
ODBC Open Database Connectivity
ODI Open Datalink Interface
ODI Original Dialog Identifier
ODM Original Device Manufacturer
ODP Outgoing Digit Plan
OEL Oracle Enterprise Linux (a software product)
OEM Original Equipment Manufacturer
OID Object Identifier
OIP Originating Identity Presentation
OIR Originating Identity Restriction
OLI Originating Line Information
OMA Open Mobile Alliance
OMCI ONT Management and Control Interface
ONC Open Network Computing
ONT Optical Network Terminal
OOD Out-of-Dialog
OOTB Out-of-the-Blue
OPC Originating Point Code
OPDP Outgoing Pinhole Digit Plan
OpenGL Open Graphics Library
OR Optimal Routing
ORB Object Request Broker
ORREQ Origination Request INVOKE Operation
orreq Origination Request RETURN RESULT Component
OS Operating System
OSA Open Systems Adapter
OSA Open Service Access
OSF Open Software Foundation
OSI Open Systems Interconnect
OSN Open Solution Network
OSPF Open Shortest Path First
OSPM Operating System-level Performance Measurement
OSS Operations Support System

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 492 OF 519
 OSSP OSS Protocol
OT Originating Treatment
OTA Over-The-Air
OTG Originating Trunk Group
OU Organization Unit
OZA Office Zone Announcement
P2P Peer to Peer
PA Provisioning Adapter
PA Provisioning Application
PaaS Platform as a Service
PAC Proxy Auto Configuration
PAD Packet Assembler/Disassembler
PAI P-Asserted-Identity
PAID P-Asserted-Identity
PAM Presence and Availability Management
PAM Pluggable Authentication Modules
PANI P-Access-Network-Info
PAP Password Authentication Protocol
PAS Premier Access Solution
PB Patch Bundle
PBX Private Branch Exchange
PC Personal Computer
P-CFA P-Charging-Function-Addresses
PCM Pulse Code Modulation
PCMM PacketCable Multimedia
PCMU Pulse Code Modulation mu-law
PCPI P-Called-Party-ID
P-CSCF Proxy Call Session Control Function
PCT Pre-Call Typing
PCV P-Charging-Vector
PDA Personal Digital Assistant
PDF Portable Document Format
PDN Pilot Directory Number
PDN Pseudo Destination Number
PDP Private Dial Plan
PDSN Packet Data Serving Node

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 493 OF 519
 PDU Protocol Data Unit
PE Phone Editor
PEM Privacy-Enhanced Mail
P-Frame Predicted-Frame
P-Frame Predicted-Frame
PHP Hypertext Preprocessor
PI Protocol Interpreter
PII Personally Identifiable Information
PIC Points In Call
PIC Preferred Inter-exchange Carrier
PIC Primary Inter-exchange Carrier
PID Protocol Identifier
PIDF Presence Information Data Format
PIDF LO Presence Information Data Form – Location Object
PIM Personal Information Manager
PIM Protocol Independent Multicast
PIN Personal Identification Number
PINX Private Integrated Services Network eXchanges
PiP Picture in Picture
PISN Private Integrated Services Networks
PIU Ports in Use
PIV Personal Identity Verification
PKC Public Key Certificate
PKCS Public Key Cryptosystem
PKI Public Key Infrastructure
PLI Picture Loss Indication
PLMN Public Land Mobile Network
PM Performance Measurement
PM Project Management
PM Product Manager
PM Project Manager
PMT Protocol Monitor Tool
PMTU Path Maximum Transfer Unit
PNA Push-Notification-Answer
PNG Portable Network Graphics
PNNI Private Network-to-Network Interface

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 494 OF 519
 PnP Plug and Play
PNR Push-Notification-Request
PoC Push To Talk over Cellular (Part of the Instant Group Call
Capabilities)
POP Point Of Presence
POP Post Office Protocol (for example POP3)
POTS Plain Old Telephone Service
PPI P-Preferred-Identity
PPP Point-to-Point Protocol
PPPoE Point-to-Point Protocol over Ethernet
Pps Packets Per Second
PPTP Point-to-Point Tunneling Protocol
PRACK Provisional Response Acknowledgement
PRC People’s Republic of China
PRC Remote Procedure Call
PRFX Prefixing Digits
PRI Primary Rate Interface
PRI Public Reporting Interface
PS Packet Switch
PS Professional Services
PS Profile Server
PS Provisioning Server
PSAP Public Service Access Point
PSAP Public Safety Answering Point
PSDN Public Switched Data Network
PSI Preparing SSF Instructions
PSI Public Service Identities
PSM Phone Status Monitoring
PSTN Public Switched Telephone Network
PSU Patch Set Update
PSUI P-Served-User-Identity
PTPS Provisioning Transactions Per Second
PTR PTR stands for a particular type of resource record that can be
queried for via DNS (for example, a pointer to another part of the
domain namespace). This explanation has been included in this
table not to put in the documents that are edited, but rather to record
the fact that this has been looked into.

PTT Push To Talk

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 495 OF 519
 PUI Public User Identity
PUR Profile Update Request
PVC Permanent Virtual Circuit
PVEC Polycom Video Error Concealment
PVI PriVate user Identity
PVP Provisioning Validation Protocol
PWD Print Working Directory
PX Pixel
PXS Phone Xtension Service
PXT Phone Xtension
PZID Packet Zone Identification
QA Quality Assurance
QCIF Quarter Common Intermediate Format
QFS Quick File System
QLLC Qualified Logical Link Control
QML Qt Meta Language
QoP Quality of Protection
QoS Quality of Service
QSIG Q (point of the ISDN model) Signaling
QVGA Quarter Video Graphics Array
RAA Re-Auth-Answer
RAC Real Application Cluster
RACF Resource Access Control Facility
RADIUS Remote Authentication Dial-In User Service
RAID Redundant Array of Independent Disks
RAM Random Access Memory
RAR Re-Auth-Request
RARP Reverse Address Resolution Protocol
RAS Registration, Admission, and Status Protocol
RAS Remote Access Service
RBOC Regional Bell Operating Company
RBT Ringback Tone
RC Release Candidate
RC Rate Center
RC Release Complete
RC4 Rivest Cipher 4

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 496 OF 519
 RCC Remote Call Control
RCF Registration Confirmation
RCF Remote Call Forward
RCS Rich Communications Suite
RDB Reporting Database
RDBMS Relational Database Management System
RDN Relative Distinguished Names
RDP Remote Desktop Protocol
REDREQ Redirection Request
Regex Regular Expression
REMB Receiver Estimated Max Bitrate
REST Representational State Transfer
REXEC Remote Execution Command Protocol
RFC Request for Comments
RFN Rating Function Application
RFP Request for Proposal
RGB Red Green Blue
RGBA Red Green Blue Alpha
RHEL Red Hat Enterprise Linux
RIP Routing Information Protocol
RIPE Réseaux IP Européens
RISC Reduced Instruction-Set Computer
RLM Radio Link Management
RLM Restriction Level M
RMAN Oracle Recovery Manager
RMI Remote Method Invocation
RMPS REGISTER Messages Per Second
RN Routing Number
RO Read-Only
RO Remote Office
RoHS Restriction of Hazardous Substance
ROI Return on Investment
ROM Read-Only Memory
RP Route Point
RPC Remote Procedure Call
RPID Remote-Party-ID

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 497 OF 519
 RPM RPM Package Manager
RPM Revolutions Per Minute
RPO Remote Processor Outage
RPS Registrations Per Second
RPSI Reference Picture Selection Indication
RQNT Notification Request
RR Receiver Report
RR Retransmission Rate
RR Resource Record
RRD Round-Robin Database
RRQ Read Request
RRQ Registration Request
RS Redirect Server
RS Reporting Service
RS Resource Server
RSA Rivest-Shamir-Adleman
RSH Remote Shell
RSIP Realm-specific Internet Protocol
RSLM Remote Subscriber Line Module
RSLM Restriction Sublevel M
RST Residential SIP Telephony
RSU Rolling Schema Upgrade
RSVP Resource Reservation Protocol
RTCP Real-Time Control Protocol
RTCP RTP Control Protocol
RTF Rich Text Format
RTMP Real Time Messaging Protocol
RTO Retransmission Time-out
RTP Real-Time Transport Protocol
RTSP Real-Time Streaming Protocol
RTT Round Trip Delay Time
RTTI Real-time Tariff Information
RTTTL Ring Tone Text Transfer Language
RU Rack Unit
R-URI Request Uniform Resource Identifier
r-value Resource-Priority Value

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 498 OF 519
 RW Read/Write
SA System Administrator
SA Security Association
SA Service Association
SA Subscriber Agent
SaaS Software as a Service
SAC Service Access Code
SAC Sustained Authorization Codes
SAC Session Admission Control
SACK Selective Acknowledgement
SAG Session Agent Group
SAML Security Assertion Markup Language
SAN Storage Area Network
SAN Subject Alternate Name
SAP Service Access Point
SAR System Activity Reporting
SAS Serial Attached SCSI
SAS Source Application Server
SASL Simple Authentication and Security Layer
SAVP Secure Audio Video Profile
SAVPF Secure Audio Video Profile with Feedback
SAX Simple API for XML
SBC Session Border Controller
SCA Selective Call Acceptance
SCA Shared Call Appearance
SCAN Single Client Access Name
SCAP Shared Call Appearance
SCC Service Centralization and Continuity
SCC AS PSI Service Centralization and Continuity Application Server Public
DN Service Identity Directory Number
SCCF Subscriber Content Charging Function
SCCP Signaling Connection Control Part
SCCP Simple Conference Control Protocol
SCCP Skinny Call Control Protocol
SCE Service Creation Environment
SCF Selective Call Forwarding

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 499 OF 519
 SCF Service Control Function
SCF Session Continuity Function
SCIM Service Capability Interaction Manager
SCORM Sharable Content Object Reference Model
SCP Service Control Point
SCP Simple Control Protocol
SCP Secure Copy
SCP Signaling Control Point
SCR Selective Call Rejection
SCRL Service Center Routing List
S-CSCF Serving – Call Session Control Function
SCSI Small Computer System Interface
SCTP Stream Control Transmission Protocol
SCTP/IP Stream Control Transmission Protocol/Internet Protocol
SCUR Session Charging with Unit Reservation
SD Standard Definition
SDES Source Description Packet
SDH Synchronous Digital Hierarchy
SDK Software Development Kit
SDLC Synchronous Data Link Control
SDP Session Definition Protocol
SDP Session Description Protocol
SDR Session Data Replication
SEI Supplemental Enhancement Information
SET Secure Electronic Transaction
SFF Small Form Factor
SFTP Secure File Transfer Protocol
SG Signaling Gateway
SGML Standard Generalized Markup Language
SGP Signaling Gateway Process
SGW Signaling Gateway
Sh The interface between an IP Multimedia Subsystem (IMS)
Application Server (AS) and an IMS Home Subscriber Server
(HSS)
SHA Secure Hash Algorithm
SHLR Smart Home Location Register
S-HTTP Secure Hypertext Transfer Protocol

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 500 OF 519
 SID Silence Indicator
SID System Identification
SIGTRAN Signaling Transport Protocol Stack over IP
SIMPLE Session Initiation Messaging and Presence Leveraging
Enhancements
SIO Service Information Octet
SIP Session Initiation Protocol
SIPREC SIP Recording
SISR Semantic Interpretation for Speech Recognition
SIT Special Information Tone
SIU Signaling Interface Unit
SK Service Key
SKU Stock Keeping Unit
SLA Service-Level Agreement
SLC Single Level Cell
SLF Subscription Locator Functional
SLI Slice Lost Indication
SLIP Serial Line Internet Protocol
SLP SUPL Location Platform
SLS Signaling Link Selection
SLTM Signaling Link Text Message
SMAP Software Management Application Protocol
SMB Small Medium Business
SMC Short Message Service Short Code
SMC Standard Management Committee
SMDI Simplified Message Desk Interface
SMDPP Short Message Delivery Peer-to-Peer
SMDR Station Management Server
SME Short Message Entity
SME Small to Medium-sized Enterprises
SME System Management Entity
SMF Service Management Facility
SMI Structure of Management Information
S-MIME Secure Multipurpose Internet Mail Extension
SMPP Short Message Peer-to-Peer Protocol
SMS Short Message Service
SMSC Short Message Service Center

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 501 OF 519
 SMS-C Short Message Service Center
SMSDPP Short Message Service Delivery Point to Point INVOKE
Operation
smsdpp Short Message Service Delivery Point to Point RETURN
RESULT component
SMTP Simple Mail Transfer Protocol
SMTPS Single or Simple Mail Transfer Protocol Secure
SN Significant Numbers
SN Subscriber Number
SNA System Network Architecture
SNA Subscribe-Notifications-Answer
SNAP Simple Network-enabled Auto-Provisioning

SNAP Subnetwork Access Protocol

SNI Server Name Indication
SNMP Simple Network Management Protocol
SNR Subscribe-Notifications-Request
SNTP Simple Network Time Protocol
SOA Start of Authority
SOA Suppression of Announcement
SOAP Simple Object Access Protocol
SOC Span of Control
SOHO Small-Office/Home-Office
SONET Synchronous Optical Network
SORM Russian acronym for Lawful Intercept (LI)
SP Service Provider
SP Server Process
SPAN Services and Protocols for Advanced Networks
SPC Self Point Code
SPC Signaling Point Code
SPE Service Price Enquiry
SPE Service Provider Equipment
SPI Security Parameter Index
SPNP Support of Private Numbering Plan
SQCIF Sub-Quarter Common Interchange Format
SQL Structured Query Language
SR Selective Router
SR Sender Report

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 502 OF 519
 SRF Specialized Resource Function
SRGS Speech Recognition Grammar Specification
SRI Send Routing Information
SRT Setup Response Time
SRTP Secure Real-time Transport Protocol
SRV Service Locator
SRV Service Record
SRVCC Single Radio Voice Call Continuity
SS Subsystem
SS Supplementary Services
SS7 Signaling System 7
SSAP Source Service Access Point
SS-CSI Supplementary Services Notification CAMEL Subscription
Information
SSD Solid State Drive
SSE Signaling Service Edge
SSF Service Switching Function
SSH Secure Shell
SSHA Salted Secure Hash Algorithm
SSI Supplementary-Service-Information
SSID Shared Subscription ID
SSL Secure Sockets Layer
SSN Subsystem Number
SSO Single Sign-On
SSP Switch-to-Switch Protocol
SSP Service Switching Point
SSRC Synchronization Source Identifier
SSRC Synchronization Source
SST State Snapshot Transfer
STI Session Transfer Identifier
STN/STN-SR Session Transfer Number/Session Transfer Number for Single
Radio
STNC Station Code
STP Signal Transfer Point
STUN Session Traversal Utilities for NAT
STUN Simple Traversal of UDP through NAT
SUID Set Owner User ID

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 503 OF 519
 SUPL Secure User Plane Location
SUT System Under Test
SVC Switched Virtual Circuit
SVG Scalable Vector Graphics
SVP System Voice Portal
SW Software
SWManager Software Manager
T&C Terms and Conditions
T1 Trunk level 1
TAC Technical Assistance Center
T-ADS Terminating Access Domain Selection
TAI Terminating Access Identifier
taid Terminating Access Identifier
TAPI Telephony
TAS Telephony Application Server
TB Terabyte
TBCD Telephony Binary Code Decimal
TC Total Calls
TC Transactional Capabilities
TCAP Transactional Capabilities Application Part
TCC Trunking Call Capacity
TCP Transmission Control Protocol
TCP/IP Transmission Control Protocol/Internet Protocol
T-CSI Terminating Call State Indication
TCSPI Telephony Control Service Provider Interface
TDM Time Division Multiplexing
TDMA Time Division Multiple Access
TDP Trigger Detection Points
TEP Top End Processor
TF Toll Free
TFP Transfer Prohibited
TFTP Trivial File Transfer Protocol
TGID Trunk Group ID
TGRP Trunk Group
TIAS Transport Independent Application Specific
TIP Terminating Identity Presentation

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 504 OF 519
 TIPHON Telecommunications and Internet Protocol Harmonization Over
Networks
TIR Terminating Identity Restriction
TISPAN Telecommunications and Internet Converged Services and
Protocols for Advanced Networking
TLD Tag Library Descriptor
TLDN Temporary Local Directory Number
TLDN Temporary Location Directory Number
TLPB Transport-Layer Protocol Boundary
TLS Transport Layer Security
TLV Tag Length Value
TMN Telecommunications Management Network
TN Telephone Number
TO Toll
TOI Total Order Isolation
TON Type of Network Information
TON Type of Number
TOS Type of Service
TP Technology Platform
TPA Telephony Presence Adapter
TPS Transactions Per Second
TPS Toll Premium Services
TPVM Third-Party Voice Mail
TR Terminating Redirection
TRA Transfer Allowed
TRD Transit Routing Domain
TRMT Treatment
TSD Two-Stage Dialing
TT Termination Treatment
TT TimesTen
TTL Time to Live
TTRep TimesTen Replication
TTS Text-to-Speech
TUI Telephony User Interface
TZ Time Zone
UA User Agent
UAA User Authority Agent

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 505 OF 519
 UAC User Access Control
UAC User Agent Client
uaCSTA User Agent Computer Supported Telecommunications
Applications
UAR User Authentication Request

UAS User Agent Server

UC Unified Communications
UCaaS Unified Communications as a Service
UCD Uniform Call Distribution
UCD University of California at Davis
UCEP UC-One Enterprise Portal
UCS Unified Computing System
UCS Universal Character Set
UDA User-Data-Answer
UDID Unique Device ID
UDP User Datagram Protocol
UDPTL User Datagram Protocol Transport Layer
UDR User-Data-Request
UE Unit Equipment
UE User Equipment
UFS UNIX File System
UG User Get
UI User Interaction
UI User Interface
UID Unique Identifier
Uid Unique Identifier
UIQ User Interface Quartz
uLaw North American Standard for Analog to Digital Audio Data
Conversion
UM Unified Messaging
UMP User Managed Privacy
UMR Upward Message Routing
UMS Messaging Server (Note that this had been called Collaborate
Messaging Server previously and before that, United Messaging
Server.)
UNDT Undetermined Destination
UO User Originating

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 506 OF 519
 UPF Upgrade Policy File
UPN User Principal Name
URI Uniform Resource Identifier
URL Uniform Resource Locator
URN Uniform Resource Name
US User Set
USB Universal Serial Bus
USM User-based Security Model
USS Sharing Server (Note that this had been called Collaborate
Sharing Server previously and before that, United Sharing
Server.)
UT Universal Time
UTC Coordinated Universal Time
UTF UCS Transformation Format
UUI User-to-User Information
UUID Universal Unique Identifier
UUID Universally Unique Identifier
UUS User-to-User Signaling
UVS Video Server
UX User Experience
V&H Vertical and Horizontal
VACM View-based Access Control Model
VAD Voice Activity Detection
VAIL VoIP Application Interface Layer
VAO Video Add-On
VAR Value-Added Reseller
VBE-BE Video Bridge – Back End
VBE-FE Video Bridge – Front End
VBV Video Buffering Verifier
VC Virtual Circuit
vCard Virtual (business) Card
VCC Voice Call Continuity
VCC-AS Voice Call Continuity Application Server
VCPU Virtual Central Processing Unit
VDB Validation Database
VDN VCC Domain Transfer Directory Number
VFS Virtual File System

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 507 OF 519
 VGA Video Graphics Array
VIM Virtual Infrastructure Manager
VIP Virtual IP
VLAN Virtual Local Area Network
VLR Visitor Location Register
VLS Virtual Licensing Server
VM Virtual Machine
VM Voice Mail
VM Voice Messaging
VMD Voice Mail Deposit
VMR Voice Mail Retrieval
VMR Violation Monitoring and Removal
VMS Voice Mail System
VMSC Visiting MSC
VNB Verbindungsnetzbertreiber
VNF Virtual Network Function
VNFC Virtual Network Function Component
VNFCD Virtual Network Function Component Descriptor
VNFD Virtual Network Function Descriptor
VNFM Virtual Network Function Manager
VoIP Voice over Internet Protocol
VoIP ATA Voice over IP Analog Telephony Adapter
VoLTE Voice over Long-Term Evolution
VON Virtual On-Net
VoSIP Voice Over Secure Internet Protocol
VoWiFi Voice over WiFi
VP Voice Portal
VP8 Video compression format owned by Google and created by On2
Technologies
VP9 Video coding format developed by Google. VP9 is a successor
to VP8.
VPB Virtual Patch Bundle
VPC Voice Portal Calling
VPC VoIP Positioning Center
VPE Visual Policy Editor
VPN Virtual Private Network
VRML Virtual Reality Modeling Language

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 508 OF 519
 VRRP Virtual Router Redundancy Protocol
VSA Vendor-specific Attributes
VSP Voice over IP Service Provider
VSP Virtual System Partition
Vsub Virtual Subscriber (Vsub should not be used in documentation
such as FDs (which are externalized) as this is a BroadSoft
internal term).
VTAM Virtual Telecommunications Access Method
VT-CSI VMSC Terminating CSI
VTR Verify Translation and Routing
VTRI Verify Translation and Routing Input
VXML Voice Extensible Markup Language
VZB Verizon Business
W3C World Wide Web Consortium
WAN Wide Area Network
WAP Wireless Application Protocol
WAR Web Application ARchive
WAS Web-based Authentication Server
WAV Waveform Audio File Format (file extension)
Webapp Web Application
WebDAV Web-based Distributed Authoring and Versioning
WebP An image format that provides lossless and lossy compression
for images on the web
WebRTC Web Real-Time Communication
WiFi Wireless Fidelity
WIN Wireless Intelligent Network
WIX Windows Installer XML
WLAN Wireless Local Area Network
WLSS WebLogic SIP Server
WMA Windows Media Audio File Format
WPA Warning Prompt Announcement
WPF Warning Prompt Final
WRS WebRTC Server
WS Web Server
WSDL Web Service Description Language
WSP Wireless Session Protocol
WSP Wholesale Protocol

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 509 OF 519
 WTS Windows Terminal Services
WWW World Wide Web
X.25 CCITT Packet Switching Standard
X.400 CCITT and ISO Message-Handling Service Standard
X.500 ITU and ISO Directory Service Standard
X.509 ITU and ISO Digital Certificate Standard
X11 X Window System Version 11
XA Execution Application
XAS eXternal Database Application Server
XCAP XML Configuration Access Protocol
XDCR Cross Data Center Replication
Xdp Xtended Developer Program
xDSL External Digital Subscriber Line
XFS “X” File System (Default File System created by Silicon
Graphics)
XLA Transaction Log (TimesTen term)
XLS Excel File Format
XML eXtensible Markup Language
XMPP Extensible Messaging and Presence Protocol
XOIP X-Origin-IP
XR Extended Report
XS Execution Server
XSA Execution Server − Amplify
XSD XML Schema Definition
Xsi Xtended Services Interface
XSL Extensible Stylesheet Language
XSLT Extensible Stylesheet Language Transformation
Xsp Xtended Services Platform
XSS Cross-Site Scripting
XTAS eXtensible Text Analysis Suite
XWF Xtended Widget Framework
YAML YAML Ain’t Markup Language

ZFS Z File System

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 510 OF 519
Index

Activating. See Enabling and disabling Thresholds, configuring, 434

Adding Unavailable codes, 439
Agent unavailable codes, 442 Activating and deactivating, 441
Announcements, virtual users, 171 Adding, 442
Authorization codes, user, 130 General settings, 440
Auto Attendants, 179 Modifying and deleting, 443
BroadWorks Anywhere portals, 233 Alerting groups, Find-me/Follow-me, 246
Call centers, 336 Alternate numbers, user, 84
Basic, 337 Alternate recall number, Call Park, 207, 211
Premium, 341 Announcements
Standard, 340 Auto Attendants
Using wizard, 344 After hours, 198
Call disposition codes Business hours, 192
Call center, 373 Holiday, 201
Group level, 445 Call centers
Route point, 289 Comfort, 388
Call Park groups, 208 Customizing, 385
Call Pickup groups, 212 Entrance, 386
Collaborate bridges, 238 Estimated Wait, 387
Find-me/Follow-me Music/Video On Hold, 390
Alerting groups, 247 Whisper, 395
Groups, 243 DNIS, call center
Selective criteria, 250 Comfort, 406
Flexible Seating hosts, 255 Entrance, 404
Hunt groups, 216 Estimated Wait, 405
Instant group calls, 269 Music/Video On Hold, 408
Loudspeaker Paging user, 470 Whisper, 410
Meet-Me conference bridges, 465 Repository, virtual users, 170
Mobile devices for user, 95 Adding, 171
Paging groups, 263 Deleting, 173
Report templates, Call Center, 451 Listing, 170
Route points, 273 Modifying, 172
Shared Call Appearance locations, user, 112 Route points
Trunk group users in bulk, 324, 326, 328 DNIS, Music/Video On Hold, 282
Trunk groups, 304 Music/Video On Hold, 277
Users, 38
Assigning
VoiceXML users, 228
Agents
Addresses, configuring Call centers, 65, 371
Flexible Seating host, 258 Supervisors, call center, 378
Users, 47 Alternate recall user, Call Park group, 207, 211
Virtual users, 169 Charge number to user, 103
VoiceXML, 231 Communication barring profile to user, 156
Administrators, responsibilities, 32 Directory Number Hunting group
Advice of Charge, user, turning on and off, 94 Call center agents, 397
After hours service Hunt group agents, 224
Auto Attendant, 198 DNIS numbers, call centers, 402
Call centers, 420 Enterprise trunk numbers to Route List, 61
Route points, 298 Office zone and primary zone, user, 73
Agents Resource priority to user, 89
Call centers, assigning, 65, 371 Security classification
Default settings, 433 Trunk groups, 330
Statistics, 383 Users, 162
Supervisors, assigning Services to users, 64
Call centers, 378 Supervisors
Route points, 66 To agents, route points, 66

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 511 OF 519
 To call centers, 377 Call disposition codes, 443
User to call centers, 65 Activating and deactivating, 375
Authentication tokens, revoking for user, 58 Adding, 373
Authorization codes, user calls, 128 Defaults, configuring, 376
Modifying or deleting, 374
Auto Attendants, 177
Creating, 336, 344
Adding, 179
Basic, 337, 345
After hours service, 198
Premium, 341, 355
Business hours service, 192
Standard, 340, 350
Holiday service, 201
Deleting, 368
Listing, 178
Directory Number Hunting group, 397
Modifying and deleting, 203
Disposition codes, configuring, 372
Profile menu, 183
Distinctive ringing, 399
Submenus, 183
DNIS numbers, 399, 401
Creating, 185
Announcements, 403
Deleting, 190
Assigning and configuring, 402
Listing, 184
Display and priority settings, 401
Modifying, 190
Modifying and deleting, 411
Viewing usage, 191
ID, modifying, 369
Barring user calls, 92 Overview, 335
Basic call centers, 337 Prioritizing for routing, 447
Bounced Calls policy Profile, modifying, 368
Call centers, 423 Queue status
Route points, 300 Notification, 413
Branding Call Center reports, 450 Viewing, 382
BroadWorks Anywhere portals, 233 Reports, 455
Adding, 233 Modifying and deleting, 461
Modifying and deleting, 235 Scheduling, 457
BroadWorks Mobility Viewing, 456
Mobile devices Ring pattern, 399
Adding, 95 Routing policies, 414
Configuring, 96 Bounced Calls, 423
Turning on and off, 94 Comfort Message Bypass, 431
Forced Forwarding, 416
BroadWorks, group administrator role, 32 Holiday Service, 418
Business hours service, Auto Attendant, 192 Longest Wait, 447
Busy Lamp Field, user, 140 Night Service, 420
Call application policies, user, 67 Overflow, 422
Call Center service Priority Order, 447
Agent defaults, 433 Stranded Calls, 425
Default routing policy, 447 Stranded Calls – Unavailable, 428
External reporting, enabling and disabling, 449 Weighted Call Distribution, 396
Overview, 332 Statistics, 380
Reports Agents, 383
Branding, 450 Queue, 383
Templates, 451 Report settings, 381
Thresholds, agent statistics, 434 Supervisors
Unavailable codes, agents, 439 Agents, assigning, 378
User, default settings, 101 Assigning, 377
Call centers Thresholds, configuring, 379
Agents Upgrading, 370
Assigning, 65 Users, assigning, 65
Queues, assigning, 371 Call disposition codes
Supervisors, assigning, 378 Call centers, 372, 443
Weight, assigning, 396 Activating and deactivating, 375
Announcements, 385 Adding, 373
Comfort, 388, 406 Defaults, configuring, 376
Entrance, 386, 404 Group level, 443
Estimated Wait, 387, 405 Activating and deactivating, 444
Music/Video On Hold, 390, 408 Adding, 445
Whisper, 395, 410 Modifying and deleting, 446

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 512 OF 519
 Usage, 447 Deleting
Route points, 289, 443 Agent unavailable codes,
Activating and deactivating, 291 call centers, 443
Adding, 289 Announcements, virtual users, 173
Defaults, configuring, 292 Authorization codes, user, 129
Modifying and deleting, 290 Auto Attendants, 203
Call distribution BroadWorks Anywhere portals, 235
Call centers, 396 Call centers, 368
Hunt groups, 223 Call disposition codes
Call Forwarding Always, trunk group, 315 Call center, 374
Call Park groups, 205 Group level, 446
Adding, 208 Route point, 290
Alternate recall user, 207, 211 Call Park groups, 210
Modifying and deleting, 210 Call Pickup groups, 213
Collaborate bridges, 241
Call Pickup groups, 212
DNIS numbers
Adding, 212
Call center, 411
Modifying or deleting, 213
Route point, 285
Call Processing Policies, user, 68 Find-me/Follow-me
Call recording, virtual users, 176 Alerting groups, 253
Calling Party Category, user, 88 Groups, 254
Calling plans, user, 121 Selective criteria, 252
Incoming calls, 123 Flexible Seating hosts, 262
Outgoing calls Hunt groups, 226
Authorization codes, 128 Instant group calls, 271
Digit-based rules, 131 Meet-Me conference bridges, 468
General rules, 124 Paging groups, 266
Overriding restrictions, 135 Report templates, Call Center, 454
Pinhole rules, 135 Route points, 276
Transfer numbers, 134 Scheduled reports, call centers, 461
Capacity management, trunk groups, 317 Shared Call Appearance locations, 110, 116
Charge number, configuring for user, 103 Trunk groups, 313
Users, 44
Client applications, user, 139 VoiceXML user, 233
Collaborate bridges, 237 Device policies, user, 72
Adding, 238
Listing, 237 Dialed number identification service. See DNIS
Modifying or deleting, 241 numbers
Comfort message, call centers Direct Route, 59
Bypassing, 431 Directed Call Pickup with Barge-in, user, 91
DNIS, 406 Directory Number Hunting group
Main, 388 Call center agents, assigning, 397
Communication barring, user Hunt group agents, assigning, 224
PIN, resetting, 92 Disabling. See Enabling and disabling
Profile, assigning, 92, 155 Distinctive ringing
Conferencing. See Meet-Me Conferencing Call centers, 399
Configuring Route point, 279
Services as virtual users, 164 DNIS numbers, 399
Users, 35 Call centers, 401
Creating, call centers, 336 Announcements, 403
Custom Ringback User profiles, 76 Assigning and configuring, 402
Activating and deactivating, 76 Comfort message, 406
Adding, 77 Display and priority settings, 401
Deleting, 83 Entrance message, 404
Initial ringback, 77, 80, 81 Estimated Wait message, 405
Modifying, 79 Modifying and deleting, 411
Waiting ringback, 77, 80, 82 Music/Video On Hold message, 408
Deactivating. See Enabling and disabling Usage by agents, 413
Whisper message, 410
Defaults, call disposition codes, Route points, 280
route point, 292 Agent usage, viewing, 286

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 513 OF 519
 Assigning, 281 Group Paging, 263
Display settings, configuring, 280 Guest host association,
Modifying and deleting, 285
Flexible Seating, 261
Music On Hold, 282
Holiday service
Enabling and disabling
Auto Attendant, 201
Agent unavailable codes, 441
Call centers, 418
Call Center
Route points, 296
Report templates, 454
Reporting, 449 Hosts
Call disposition codes Flexible Seating, 255
Call center, 375 Hoteling, 107
Group level, 444 Hoteling hosts, configuring, 107
Route point, 291 Hunt groups, 215
Custom Ringback User profiles, 76 Adding, 216
Feature access codes, user, 158 Agents
User services Assigning weights, 223
Advice of Charge, 94 Ordering, 220
Directed Call Pickup with Barge-in, 91 Call Park alternate recall users, 207
Fax Messaging, 150 Directory Number Hunting group, assigning
Virtual users, 168 agents, 224
Entrance message Modifying and deleting, 226
Call center, 386 Ordering agents, 220
Call center DNIS, 404 SMDI Message Desk, 220
Estimated Wait message Weighted call distribution, 223
Call center, 387 ID, modifying
DNIS, call center, 405 Call center, 365
External reporting. See Reports, Call Center Call Center, 369
User, 46
Failover policy, route points, 287
Identity/device profiles, users, assigning, 49
Fax Messaging, user, 150
Incoming Calling Plan, configuring for user, 123
Feature access codes, user, 158
Incoming calls, user services, 75
Find-me/Follow-me groups, 243
Adding, 243 Instant Group Call, 269
Alerting groups Adding, 269
Adding, 247 Modifying or deleting, 271
Deleting, 253 Instant messaging, 151
Listing, 246 Integrated IM&P, user, 151
Modifying, 253 Intercepting users, 159
Selective criteria, 249, 250, 252 Listing
Modifying or deleting, 254 Announcements, virtual users, 170
Viewing profile, 245 Authorization codes, user, 129
Flexible Seating, 255 Auto Attendant submenus, 184
Guest device, configuring for user, 104 Auto Attendants, 178
Hosts Call Center report templates, 451
Adding, 255 Collaborate bridges, 237
Addresses, 258 Find-me/Follow-me
Guest association, 261 Alerting groups,, 246
Modifying and deleting, 262 Selective criteria, 249
Routing policies, 260 Scheduled Call Center reports, 456
Viewing profile, 257 Trunk group users, 314
Forced Forwarding policy Users, 37
Call centers, 416 Virtual users, 166
Route points, 294 Longest Wait policy, call centers, 447
Greetings. See Announcements Loudspeaker Paging service, group, 470
Group Maximum number of users, 38
Administrator, responsibilities, 32 Meet-Me Conferencing
Maximum size, 38 Group, 463
Services, 164 Bridges, managing, 464, 465, 468
Group Call Park, 205 Ports, number allocated, 464
Group Night Forwarding, turning on or off, 105 User, 142

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 514 OF 519
 Conference participants, maximum, 143 Meet-Me conference bridges, 468
Conference, creating restricted, 144 Paging groups, 266
Menus Report templates, Call Center, 454
Auto Attendant Route points, 276
Menus, 192 DNIS numbers, 285
Profile, 183 Scheduled reports, call centers, 461
Call Center Shared Call Appearance, user
Profile, 366, 367 General settings, 110
Routing Policies, 414 Locations, 116
Find-me/Follow-me Group Profile, 245 Trunk groups, 313
Flexible Seating Host Profile, 257 User ID, 46
Group User profile, 44
Call Center, 333 VoiceXML user profile, 233
Meet-Me Conferencing, 463 Music/Video On Hold
Services, 165 Call center, 390
Paging Group Profile, 265 Call center DNIS, 408
Route Point Profile, 275 Route point, 277
Trunk Group Profile, 311 Route point DNIS, 282
User Night service
Call Control, 89 Auto Attendant, 198
Calling Plans, 121 Call centers, 420
Client Applications, 139 Route points, 298
Communication Barring, 155 Numbers, configuring
Incoming calls, 75 Users, 47
Meet-Me Conferencing, 142 Virtual users, 169
Messaging, 149
Office zone, assigning to user, 73
Outgoing calls, 87
Profile, 42 Ordering
Utilities, 157 Call centers, 447
Virtual user, Profile, 167 Find-me/Follow-me alerting groups,, 246
VoiceXML user, 230 Originators, paging groups, 268
Messages. See Announcements Outgoing calls, user
Messaging Calling plans
Fax, user configuration, 150 Digit-based rules, 131
Integrated IM&P, 151 General rules, 124
Voice mail, user, 152 Overriding restrictions, 135
Transfer numbers, 134
Mobile devices
Communication barring profile, 92
User, adding, 95
Services, 87
User, configuring, 96
Overflow policy
Modifying
Call centers, 422
Agent unavailable codes, 443
Route points, 301
Announcements, virtual users, 172
Auto Attendants, 190, 203 Paging
BroadWorks Anywhere portals, 235 Groups, 263
Call centers Adding, 263
DNIS numbers, 411 Modifying and deleting, 266
ID, 365, 369 Originators, 268
Profile, 368 Targets, 266
Call disposition codes Loudspeaker, 470
Call center, 374 Passcode, user voice portal, 57
Group level, 446 Passwords
Route point, 290 External, 38
Call Park groups, 210 IM&P, 44
Call Pickup groups, 213 Initial, creating for users, 38
Collaborate bridges, 241 Resetting
Find-me/Follow-me alerting groups, 253 Users, 57
Find-me/Follow-me groups, 254 Virtual users, 174
Find-me/Follow-me selective criteria, 252 Trunk group user, bulk adding, 304
Flexible Seating hosts, 262 Voice mail, 154
Hunt groups, 226
Instant group calls, 271
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 515 OF 519
Physical Location service, user, Templates, 451
turning on or off, 109 Adding, 451
Enabling and disabling, 454
Pilot user, trunk group, 314
Listing, 451
Policies Modifying and deleting, 454
Call centers, 414 Usage, 455
Bounced Calls, 423 Viewing, 380
Comfort Message Bypass, 431
Resetting password
Forced Forwarding, 416
User, 57, 85
Holiday Service, 418
Virtual user, 174
Night Service, 420
Overflow, 422 Resource Priority, user, 89
Stranded Calls, 425 Revoking authentication tokens for user, 58
Stranded Calls – Unavailable, 428 Ring pattern, call centers, 399
Weighted Call Distribution, 396 Ringback. See Custom ringback
Call Processing, 68 Ringing, route point, 279
Device, 72 Route List, 61
Flexible seating hosts, routing, 260
Hunt group routing, 218 Route Point service, group, 272
Route points, 293 Route points
Bounced Calls, 300 Adding, 273
Failover, 287 Agent defaults, 433
Forced Forwarding, 294 Agent unavailable codes, 439
Holiday Service, 296 Agents, Supervisors, assigning, 66
Night Service, 298 Call disposition codes, 289, 443
Overflow, 301 Activating or deactivating, 291
Portals Adding, 289
BroadWorks Anywhere, 233 Defaults, configuring, 292
Web, resetting passwords, 57, 174 Modifying and deleting, 290
Distinctive ringing, 279
Ports allocated to group, DNIS numbers, 280
Meet-Me Conferencing, 464 Agent usage, viewing, 286
Premium call centers, 341 Assigning, 281
Agent statistics, thresholds, 434 Display settings, configuring, 280
Agent unavailable codes, 439 Modifying and deleting, 285
Call disposition codes, 443 Music On Hold, 282
Queue status notification, 413 Modifying and deleting, 276
Reports, 449 Music/Video On Hold, 277
Routing policies Routing policies, 293
Comfort Message Bypass, 431 Bounced Calls, 300
Forced Forwarding, 416 Failover, 287
Holiday Service, 418 Forced Forwarding, 294
Night Service, 420 Holiday Service, 296
Stranded Calls, 425 Night Service, 298
Stranded Calls – Unavailable, 428 Overflow, 301
Primary zone, assigning to user, 73 Supervisors, Agents, assigning, 66
Priority Order policy, call centers, 447 Routing policies. See Policies
Privacy Policy, 33 Scheduling reports, call centers, 455, 457
Privacy settings, virtual users, 175 Listing, 456
Profile, user, 44 Modifying or deleting, 461
Queue status notification, call center, 413 Security classification
Trunk groups, 330
Recording calls, virtual users, 176 Users, 162
Registrations, trunk group pilot user, 330 Service instances. See Virtual users
Reports, Call Center, 380, 449, 455 Services
Branding, 450 Group, 164
Enabling and disabling, 449 Auto Attendant, 177
Generating, 383 BroadWorks Anywhere, 233
Listing, 456 Call Center, 332
Modifying or deleting, 461 Call Park, 205
Scheduling, 457 Call Pickup, 212
Statistics, configuring, 381
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 516 OF 519
 Collaborate, 237 Creating, 185
Find-me/Follow-me, 243 Listing, 184
Flexible Seating Host, 255 Modifying, 190
Group Paging, 263 Viewing usage, 191
Hunt Group, 215 Supervisors
Instant Group Call, 269 Agents, assigning
Listing, 165 Call centers, 378
Loudspeaker Paging, 470 Route points, 66
Meet-Me Conferencing, 463 Call centers, assigning, 377
Route Point, 272 Targets, paging groups, 266
Trunk Group, 303
Templates, Call Center reports, 451
VoiceXML, 228
Adding, 451
User
Enabling and disabling, 454
Advice of Charge, 94
Listing, 451
Alternate Numbers, 84
Modifying and deleting, 454
Assigning and unassigning, 64
BroadWorks Mobility, 94 Terminating alternate trunk identity, 85
Busy Lamp Field, 140 Thresholds, configuring
Call Center, 101 Agents, 434
Calling Party Category, 88 Call centers, 379
Charge Number, 103 Transfer numbers, user outgoing calls, 134
Communication Barring User-Control, 92 Trunk Group service, group, 303
Custom Ringback User, 76 Trunk groups
Direct Route, 59 Adding, 304
Directed Call Pickup with Barge-in, 91 Bulk user creation
Fax Messaging, 150 Completed tasks, deleting, 329
Flexible Seating Guest, 104 Directory numbers, with, 324
Group Night Forwarding, 105 Extensions, with, 326
Hoteling Host, 107 Status, 329
Integrated IM&P, 151 Viewing creation tasks, 328
Intercept User, 159 Call Forwarding Always, 315
Meet-Me Conferencing, 142 Capacity management, 317
Physical Location, 109 Modifying and deleting, 313
Resource Priority, 89 Pilot user
Route List, 61 Changing, 314
Security Classification, 162 Registrations, 330
Shared Call Appearance, 109 Rerouting, 320
Video Add-On, 119 Security classification, 330
Voice Messaging, 152 Stateful trunk group rerouting, 320
Shared Call Appearance, user, 109 Terminating alternate identity, 85
General settings, 110 Unreachable destination, 322
Locations Users
Adding, 112 Assigning, 54
Deleting, 110, 116 Bulk creation, 324, 326, 328
Modifying, 116 Listing, 314
Shared tasks, virtual users, 166 Unreachable destination, trunk groups, 322
SMDI Message Desk, hunt group, 220 Upgrading call centers, 370
Standard call centers, 340 Usage
Agent statistics, setting thresholds, 434 Auto Attendant submenus, 191
Agent unavailable codes, 439 Call Center report templates, 455
Reports, 449 Call disposition codes, group, 447
Routing policies Users
Night Service, 425 Adding, 38
Stranded Calls – Unavailable, 428 Addresses, configuring, 47
Stateful rerouting, trunk groups, 320 Advice of Charge, turning on and off, 94
Statistics, call centers, 380 Alternate numbers, assigning, 84
Stranded Calls – Unavailable policy, Authentication tokens, revoking, 58
call centers, 428 Authorization codes, 128
BroadWorks Mobility, 94
Stranded Calls policy, call centers, 425 Busy Lamp Field, 140
Submenus, Auto Attendant, 183 Call centers
APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00
©
2018 BROADSOFT, INC. PAGE 517 OF 519
 Assigning, 65 Intercept User, 159
Default settings, 101 Physical Location, 109
Call control applications, enabling, 67 Resource Priority, 89
Call control services, 89 Security Classification, 162
Calling party category, assigning, 88 Shared Call Appearance, 109
Calling plans, 121 Video Add-On, 119
Incoming, 123 Voice Messaging, 152
Outgoing, 124, 128, 131, 134, 135 Shared Call Appearance, 109, 110
Transfer numbers, 134 Trunk group bulk creation, 324, 326, 328
Charge number, configuring, 103 Trunk group, assigning, 54
Client applications, 139 Utilities, 157
Communication barring Video Add-On, 119
PIN, resetting, 92 Voice Messaging, 152
Profile, 155 Video Add-On, user, 119
Configuring, 35 Viewing. See also Listing
Custom ringback, 76 Call Center status and statistics, 380
Deleting, 44 Meet-Me Conferencing, number of ports, 464
Device policies, 72
Virtual users, 164
Directed Call Pickup with Barge-in,
Activating or deactivating, 168
turning on or off, 91
Addresses, configuring, 169
Fax Messaging, 150
Announcement repository, managing, 170
Flexible Seating Guest, 104
Auto Attendants, 177
Group Night Forwarding, 105
Call centers, 332
Hoteling hosts, configuring, 107
Call Pickup groups, 212
ID, modifying, 46
Collaborate bridges, 237
Identity/device profile, assigning, 49
Find-me/Follow-me groups, 243
Incoming calls
Flexible Seating hosts, 255
Calling plan, 123
Hunt groups, 215
Services, 75
Instant group calls, 269
Integrated IM&P, 151
Listing, 166
Intercepting, 159
Meet-Me conferences, 463
Listing, 37
Paging groups, 263
Maximum number in group, 38
Password, resetting, 174
Meet-Me Conferencing, 142
Privacy settings, 175
Messaging services, 149
Recording calls, 176
Outgoing calls
Route points, 272
Calling plans, 124, 128, 131, 134, 135
Shared tasks, 166
Services, 87
Trunk groups, 303
Password, resetting, 57
Voice portal name, 175
Physical Location, 109
VoiceXML, 228
Profile, modifying, 44
Resource priority, assigning, 89 Voice Messaging service, user, 152
Route point supervisors, assigning, 66 Mailbox size, 153
Security classification, 162 Message handling, 154
Services Voice portal
Advice of Charge, 94 Name, virtual users, 175
Alternate Numbers, 84 Password
Assigning and unassigning, 64 User, 57
BroadWorks Mobility, 94 Virtual user, 174
Busy Lamp Field, 140 VoiceXML users, 228
Call Center, 101 Adding, 228
Calling Party Category, 88 Addresses, configuring, 231
Charge Number, 103 Modifying and deleting, 233
Communication Barring User-Control, 92 Web portal password
Custom Ringback, 76 User, 57
Directed Call Pickup with Barge-in, 91 Virtual user, 174
Fax Messaging, 150 Weighted call distribution
Flexible Seating Guest, 104 Call centers, 396
Group Night Forwarding, 105 Hunt groups, 223
Hoteling Host, 107
Whisper message
Integrated IM&P, 151
Call center, 395

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 518 OF 519
 Call center DNIS, 410
Wizard, call center creation, 344

APPLICATION SERVER GROUP WEB INTERFACE ADMINISTRATION GUIDE – PART 2 10-BD5015-00

©
2018 BROADSOFT, INC. PAGE 519 OF 519