Phone Line

A phone line object in Xelion the central object for routing calls. In its heart are a list of extensions this phone line receives calls to, and a list of phones that are rang when a call is received.

Among other things it contains:

call queues
auto attendant
line hunting
wallboard
security settings for call logs
and many more settings

The user settings are set in the XCCUserPhoneLine object.

Fields

Name Type Notes

Name	Type	Notes
externalNumber	`String`	The number set for caller when calling an external number
allowedNumbers	`[Allowed Number]`	Allowed external numbers.
callerName	`String`	The caller name associated with this phone line.
extensions	`[Telecom Address]`	Extensions that are associated with this phone line
users	`[Connected User]`	Relation object that holds users that are associated with this phone line.
phones	`[Connected Phone]`	Relation object that holds telephones that are associated with this phone line. If the line is user based, only extra single phones are added here
lineHuntingPolicy	`Line Hunting Policy`	The line hunting policy.
lineHuntingTimeout	`Integer`	Time out for line hunting.
ringLastTalkedToFirst	`Boolean`	Try to connect first with the phone that last talked to the calling number.
associatedAddressable	`Addressable`	The addressable that owns this line.
autoAttendantOn	`Boolean`	Switch auto attendant menu on.
autoAttendant	`Auto Attendant`	The auto attendant configuration of a phone line
defaultFallback	`Phone Line`	Redirection to another PhoneLine. The redirection is recursive, thus if the timeout of the target phoneLine expires then the target phoneLine’s fallback phoneLine is tried.
userPhoneLine	`User Phone Line`	The user settings.
dayNightMode	`Day Night Mode`	The day night mode configuration of the phone line, this configures the behaviour of the line on specific time. For example during and after working hours.
hideInPhoneList	`Boolean`	Don’t show this line in presence list.
showWaitingQueue	`Boolean`	Show the waiting queue / activate the wallboard.
processQueueInOrder	`Boolean`	Process calls in queue in chronological order.
maxQueueLength	`Integer`	specify maximum number of waiting calls in the queue.
dtmfBreakoutEnabled	`Boolean`	set true when a person that is waiting in the queue can exit the queue by a DTMF code
toWhenNotAnsweredIfNoFreeAgent	`Boolean`	queue option: go to "when not answered" setting if no agent is available (fallback, voicemail, missed call)
dtmfDigitQueueCallback	`String`	for a queued call: on this dtmf digit: # 1. a auto attendent menu is presented to let the user change the callback number # 2. the call is hungup but its queue position is kept # 3. the caller is called back when the call can be processed
callQueueWrapupTime	`Integer`	Wrapup time in call queue.
agentCallsHandledThreshold	`Integer`
saveCallRecording	`Boolean`	save call recording in call log
doNotRecordInternalCalls	`Boolean`	do not record internal calls in call log
managers	`[Phone Line Manager]`	Define managers for this line. Non administrator users can change certain values of this line.
limitAccessToCallRecording	`Boolean`	If true then only the call recording users can see and edit call recordings.
callRecordingUsers	`[User Profile]`	the users that can listen to the call recordings
voicemailRecipientAddress	`Telecom Address`	receiver email address for mailed voicemails.
enableVoicemailToEmail	`Boolean`	Enable mailing voicemail attachments. This feature is available only when the global flag is enabled in XCCDefaults.
voicemailDeliveryNumber	`String`	the number to dial to deliver voicemails to
enableVoicemailDelivery	`Boolean`	enable voicemail delivery, call a number to play the voicemail
voicemailDeliveryMessage	`Audio Message`	The message that is played before the voicemail is delivered
voicemailDeliveryTimeout	`Integer`	voicemail delivery timeout (minutes) don’t try to deliver voicemails after this time
unlimitedChannelCount	`Boolean`	The line is not limited by the limits on number of channels that are declared in XCCDefaults: - maxActiveChannels - reservedIncomingChannelsCount
announcementEnabled	`Boolean`	Set announcement to callee on call on.
callerAnnouncementEnabled	`Boolean`	Set announcement to caller on call on.
announcement	`Audio Message`	An announcement to play when this phoneline is answered by the agent
callerAnnouncement	`Audio Message`	An announcement to play when this phoneline is called
hideNumbers	`Boolean`	Hide the called numbers for outgoing calls.
isChatable	`Boolean`	This phone line can be reached by chat.
groupChatActive	`Boolean`	The phone line users can group chat.
isCreatedForGroupChat	`Boolean`	This phone line is created for group chat.
chatHuntingPolicy	`Line Hunting Policy`	Policy for chat agent hunting, if not hunting policy is selected the chats are directly delivered to the agents for once
chatHuntingTimeout	`Integer`	Time out for chat hunting
chatIdleTimeout	`Integer`	Number of seconds before chat session becomes idle
chatEndedTimeout	`Integer`	Number of seconds before chat session is ended
chatHeartbeatInterval	`Integer`	Number of seconds between chat session heartbeat messages
chatHeartbeatMessage	`String`	The contents of the chat heartbeat message
chatNoAgentsAvailableMessage	`String`	Message when no agents are available to answer the chat
chatAutoReplies	`[Chat Auto Reply]`	automatic transfer, forward incoming call to other line based on incoming number
enableVoicemailSms	`Boolean`	Enable SMS messages for new voicemails.
isConferenceRoom	`Boolean`	A line that is a conference room, transfers incoming calls to a conference room. If there are phones connected to this line, then these phones are called and put in the conference room when the first caller joins the conference room.
conferenceRoomCallerId	`String`	For conference-room lines (see isConferenceRoom): the caller id for an incoming call for this line.
conferenceRoomListenOnly	`Boolean`	For conference-room lines (see isConferenceRoom): the phones in this line are added to the conference in a listen-only mode
manualWrapUp	`Boolean`	the wrap up time can be manualy changed
connectFirstAvailable	`Boolean`	when line hunting, choose the first available phone to connect
forwardCallerIdMap	`[Caller Id Mapping]`	automatic transfer, forward incoming call to other line based on incoming number
musicOnHoldCategory	`Music On Hold Category`	the music played when line is set on hold.
answerWithMusicOnHold	`Music On Hold Category`	the music played when line is answered by the queue.
positionReportPolicy	`Position Report Policy`	policy for reporting the number of persons waiting in the queue
positionReportTime	`Integer`	time between reporting the callers position in the queue
positionMOH	`Music On Hold Category`	the audio played when reporting the callers position in the queue first file is played when nobody is waiting second file is played when there is one person waiting third file is played when there are two persons waiting this goes on, until the last file, the last file is replayed if there are no more files.
wallboardResetTime	`String`	time where the wallboard should be resetted, should be formatted as 00:00 and is not in UTC time
onlyExternalCalls	`Boolean`	only show external calls on the wallboard
missedCallThreshold	`Integer`	number of seconds ringing before call is marked as missed
durationThresholdMin	`Integer`	value (in seconds) when an active call turns orange.
durationThreshold	`Integer`	value (in seconds) when an active call turns red.
agentShowInbound	`Boolean`	show the number of incoming calls per agent
agentShowOutbound	`Boolean`	show the number of outgoing calls per agent
agentShowTotal	`Boolean`	show the total calls(inbound, outbound) per agent
agentShowChatStats	`Boolean`	show some chat-related stats per agent
wallboardEntries	`[Wallboard Entry]`	the wallboard entry parameters that are shown on the wallboard
callLogUsers	`[User Profile]`	the users that can read the call logs
trafficClasses	`[Traffic Class Phone Line]`	traffic classes for this line. use to block to call certain numbers from this line when set the global traffic classes are ignored.
afterCallTypes	`[Rel Phone Line After Call Type]`	after call types for this line. these types can be chosen as after call types for calls with this line.
additionalVoicemailEmailText	`String`	the additional voicemail to email text
wallboard	`Wallboard`	wallboard reference, security of this object is used for wallboard visibility
unreadRecentContactsCount	`Integer`	number of unread recent contacts
activeTodoListItemsCount	`Integer`	number of active items on the phone line todo list
minNumberOfActiveUsersInLine	`Integer`	The minimum number of users that are active in the line (incoming enabled).
enableTodoList	`Boolean`	Enable the phone line to do list
enableVoicemailTranscribe	`Boolean`	Enable the voicemail transcription

externalNumber

String

The number set for caller when calling an external number

allowedNumbers

[Allowed Number]

Allowed external numbers.

callerName

String

The caller name associated with this phone line.

extensions

[Telecom Address]

Extensions that are associated with this phone line

users

[Connected User]

Relation object that holds users that are associated with this phone line.

phones

[Connected Phone]

Relation object that holds telephones that are associated with this phone line. If the line is user based, only extra single phones are added here

lineHuntingPolicy

Line Hunting Policy

The line hunting policy.

lineHuntingTimeout

Integer

Time out for line hunting.

ringLastTalkedToFirst

Boolean

Try to connect first with the phone that last talked to the calling number.

associatedAddressable

Addressable

The addressable that owns this line.

autoAttendantOn

Boolean

Switch auto attendant menu on.

autoAttendant

Auto Attendant

The auto attendant configuration of a phone line

defaultFallback

Phone Line

Redirection to another PhoneLine. The redirection is recursive, thus if the timeout of the target phoneLine expires then the target phoneLine’s fallback phoneLine is tried.

userPhoneLine

User Phone Line

The user settings.

dayNightMode

Day Night Mode

The day night mode configuration of the phone line, this configures the behaviour of the line on specific time. For example during and after working hours.

hideInPhoneList

Boolean

Don’t show this line in presence list.

showWaitingQueue

Boolean

Show the waiting queue / activate the wallboard.

processQueueInOrder

Boolean

Process calls in queue in chronological order.

maxQueueLength

Integer

specify maximum number of waiting calls in the queue.

dtmfBreakoutEnabled

Boolean

set true when a person that is waiting in the queue can exit the queue by a DTMF code

toWhenNotAnsweredIfNoFreeAgent

Boolean

queue option: go to "when not answered" setting if no agent is available (fallback, voicemail, missed call)

dtmfDigitQueueCallback

String

for a queued call: on this dtmf digit:
# 1. a auto attendent menu is presented to let the user change the callback number
# 2. the call is hungup but its queue position is kept
# 3. the caller is called back when the call can be processed

callQueueWrapupTime

Integer

Wrapup time in call queue.

agentCallsHandledThreshold

Integer

saveCallRecording

Boolean

save call recording in call log

doNotRecordInternalCalls

Boolean

do not record internal calls in call log

managers

[Phone Line Manager]

Define managers for this line. Non administrator users can change certain values of this line.

limitAccessToCallRecording

Boolean

If true then only the call recording users can see and edit call recordings.

callRecordingUsers

[User Profile]

the users that can listen to the call recordings

voicemailRecipientAddress

Telecom Address

receiver email address for mailed voicemails.

enableVoicemailToEmail

Boolean

Enable mailing voicemail attachments. This feature is available only when the global flag is enabled in XCCDefaults.

voicemailDeliveryNumber

String

the number to dial to deliver voicemails to

enableVoicemailDelivery

Boolean

enable voicemail delivery, call a number to play the voicemail

voicemailDeliveryMessage

Audio Message

The message that is played before the voicemail is delivered

voicemailDeliveryTimeout

Integer

voicemail delivery timeout (minutes) don’t try to deliver voicemails after this time

unlimitedChannelCount

Boolean

The line is not limited by the limits on number of channels that are declared in XCCDefaults: - maxActiveChannels - reservedIncomingChannelsCount

announcementEnabled

Boolean

Set announcement to callee on call on.

callerAnnouncementEnabled

Boolean

Set announcement to caller on call on.

announcement

Audio Message

An announcement to play when this phoneline is answered by the agent

callerAnnouncement

Audio Message

An announcement to play when this phoneline is called

hideNumbers

Boolean

Hide the called numbers for outgoing calls.

isChatable

Boolean

This phone line can be reached by chat.

groupChatActive

Boolean

The phone line users can group chat.

isCreatedForGroupChat

Boolean

This phone line is created for group chat.

chatHuntingPolicy

Line Hunting Policy

Policy for chat agent hunting, if not hunting policy is selected the chats are directly delivered to the agents for once

chatHuntingTimeout

Integer

Time out for chat hunting

chatIdleTimeout

Integer

Number of seconds before chat session becomes idle

chatEndedTimeout

Integer

Number of seconds before chat session is ended

chatHeartbeatInterval

Integer

Number of seconds between chat session heartbeat messages

chatHeartbeatMessage

String

The contents of the chat heartbeat message

chatNoAgentsAvailableMessage

String

Message when no agents are available to answer the chat

chatAutoReplies

[Chat Auto Reply]

automatic transfer, forward incoming call to other line based on incoming number

enableVoicemailSms

Boolean

Enable SMS messages for new voicemails.

isConferenceRoom

Boolean

A line that is a conference room, transfers incoming calls to a conference room. If there are phones connected to this line, then these phones are called and put in the conference room when the first caller joins the conference room.

conferenceRoomCallerId

String

For conference-room lines (see isConferenceRoom): the caller id for an incoming call for this line.

conferenceRoomListenOnly

Boolean

For conference-room lines (see isConferenceRoom): the phones in this line are added to the conference in a listen-only mode

manualWrapUp

Boolean

the wrap up time can be manualy changed

connectFirstAvailable

Boolean

when line hunting, choose the first available phone to connect

forwardCallerIdMap

[Caller Id Mapping]

automatic transfer, forward incoming call to other line based on incoming number

musicOnHoldCategory

Music On Hold Category

the music played when line is set on hold.

answerWithMusicOnHold

Music On Hold Category

the music played when line is answered by the queue.

positionReportPolicy

Position Report Policy

policy for reporting the number of persons waiting in the queue

positionReportTime

Integer

time between reporting the callers position in the queue

positionMOH

Music On Hold Category

the audio played when reporting the callers position in the queue
first file is played when nobody is waiting
second file is played when there is one person waiting
third file is played when there are two persons waiting
this goes on, until the last file, the last file is replayed if there are no more files.

wallboardResetTime

String

time where the wallboard should be resetted, should be formatted as 00:00 and is not in UTC time

onlyExternalCalls

Boolean

only show external calls on the wallboard

missedCallThreshold

Integer

number of seconds ringing before call is marked as missed

durationThresholdMin

Integer

value (in seconds) when an active call turns orange.

durationThreshold

Integer

value (in seconds) when an active call turns red.

agentShowInbound

Boolean

show the number of incoming calls per agent

agentShowOutbound

Boolean

show the number of outgoing calls per agent

agentShowTotal

Boolean

show the total calls(inbound, outbound) per agent

agentShowChatStats

Boolean

show some chat-related stats per agent

wallboardEntries

[Wallboard Entry]

the wallboard entry parameters that are shown on the wallboard

callLogUsers

[User Profile]

the users that can read the call logs

trafficClasses

[Traffic Class Phone Line]

traffic classes for this line. use to block to call certain numbers from this line
when set the global traffic classes are ignored.

afterCallTypes

[Rel Phone Line After Call Type]

after call types for this line. these types can be chosen as after call types for calls with this line.

additionalVoicemailEmailText

String

the additional voicemail to email text

wallboard

Wallboard

wallboard reference, security of this object is used for wallboard visibility

unreadRecentContactsCount

Integer

number of unread recent contacts

activeTodoListItemsCount

Integer

number of active items on the phone line todo list

minNumberOfActiveUsersInLine

Integer

The minimum number of users that are active in the line (incoming enabled).

enableTodoList

Boolean

Enable the phone line to do list

enableVoicemailTranscribe

Boolean

Enable the voicemail transcription