[ADD] Misc: VoIP Axivox Dial Plan Edits

closes odoo/documentation#7650

X-original-commit: 5ea7d3aa16
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
Signed-off-by: Timothy Kukulka (tiku) <tiku@odoo.com>

content/applications/general/voip.rst

@@ -1,11 +1,20 @@
-:nosearch:
+:show-content:
+:hide-page-toc:
+:show-toc:
 
 ===================================
 VoIP (Voice over Internet Protocol)
 ===================================
 
+.. seealso::
+   For more information, reference the `Odoo eLearning (video tutorials) on VoIP
+   <https://www.odoo.com/slides/voip-voice-over-ip-315>`_
+
 .. toctree::
    :titlesonly:
 
    voip/onsip
    voip/axivox
+   voip/voip_widget
+   voip/devices_integrations
+   voip/transfer_forward

content/applications/general/voip/axivox.rst

@@ -1,85 +1,17 @@
-=====================================
-Use VoIP services in Odoo with Axivox
-=====================================
+:nosearch:
 
-Introduction
-============
+====================
+Axivox configuration
+====================
 
-Odoo VoIP can be set up to work together with `Axivox <https://www.axivox.com/>`_. In that case, an
-Asterisk server is not necessary as the infrastructure, as it is hosted and managed by Axivox.
+.. toctree::
+   :titlesonly:
 
-To use this service, `contact Axivox <https://www.axivox.com/contact/>`_ to open an account. Before
-doing so, verify that Axivox covers your area and the areas you wish to call.
-
-Configuration
-=============
-
-Go to :menuselection:`Apps` and install the **VoIP Module**.
-
-.. image:: axivox/voip-installation.png
-   :align: center
-   :alt: VoIP module installation on an Odoo database
-
-Go to :menuselection:`Settings --> General Settings --> Integrations`, and fill out the **Asterisk
-(VoIP)** field:
-
-- **PBX Server IP**: set the domain created by Axivox for your account (e.g.,
-  *yourcompany.axivox.com*)
-- **WebSocket**: type in ``wss://pabx.axivox.com:3443``
-- **VoIP Environment**: set as *Production*
-
-.. image:: axivox/voip-configuration.png
-   :align: center
-   :alt: Integration of Axivox as VoIP provider in an Odoo database
-
-Configure the VOIP user in the Odoo's user
-------------------------------------------
-
-Go to :menuselection:`Settings --> Users & Companies --> Users`, then open the user's form you want
-to configure. Under the **Preferences** tab, fill out the section **PBX Configuration**:
-
-- **SIP Login / Browser's Extension**: the Axivox *username*
-- **SIP Password**: the Axivox *SIP Password*
-
-.. image:: axivox/odoo-user.png
-   :align: center
-   :alt: Integration of Axivox user in the Odoo user preference
-
-.. note::
-   You can find all this information by logging in at https://manage.axivox.com/, selecting the user
-   you want to configure, and referring to the fields as pictured below.
-
-   .. image:: axivox/manager-sip.png
-      :align: center
-      :alt: SIP credentials in the Axivox manager
-
-Phone Calls
-===========
-
-You can make phone calls by clicking on the phone icon in the navigation bar.
-
-You can also receive phone calls. Odoo rings and displays a notification.
-
-.. note::
-   Your number is the one provided by Axivox.
-
-.. image:: axivox/incoming-call.png
-   :align: center
-   :alt: Incoming VoIP call in Odoo
-
-.. tip::
-   If you see a *Missing Parameter* message in the **Odoo softphone**, refresh your Odoo window and
-   try again.
-
-   .. image:: axivox/missing-parameter.png
-      :align: center
-      :alt: "Missing Parameter" error message in the Odoo softphone
-
-.. tip::
-   If you see an *Incorrect Number* message in the Odoo softphone, make sure to use the
-   international format, leading with the plus (+) sign followed by the international country code.
-   E.g., +16506913277 (where +1 is the international prefix for the United States).
-
-   .. image:: axivox/incorrect-number.png
-      :align: center
-      :alt: "Incorrect Number" error message in the Odoo softphone
+   axivox/axivox_config
+   axivox/manage_users
+   axivox/vm_audio_messages
+   axivox/dynamic_caller_id
+   axivox/conference_calls
+   axivox/dial_plan_basics
+   axivox/dial_plan_advanced
+   axivox/call_queues

content/applications/general/voip/axivox/axivox_config.rst

@@ -0,0 +1,73 @@
+=================================
+VoIP services in Odoo with Axivox
+=================================
+
+Introduction
+============
+
+Odoo VoIP (Voice over Internet Protocol) can be set up to work together with `Axivox
+<https://www.axivox.com/>`_. In that case, an Asterisk server is **not** necessary, as the
+infrastructure is hosted and managed by Axivox.
+
+To use this service, `contact Axivox <https://www.axivox.com/contact/>`_ to open an account. Before
+doing so, verify that Axivox covers the company's area, along with the areas the company's users
+wish to call.
+
+Configuration
+=============
+
+To configure Axivox in Odoo, go to the :menuselection:`Apps` application, and search for `VoIP`.
+Then, install the :guilabel:`VoIP` module.
+
+Next, go to :menuselection:`Settings app --> General Settings --> Integrations section`, and fill
+out the :guilabel:`Asterisk (VoIP)` field:
+
+- :guilabel:`OnSIP Domain`: set the domain created by Axivox for the account (e.g.,
+  `yourcompany.axivox.com`)
+- :guilabel:`WebSocket`: type in `wss://pabx.axivox.com:3443`
+- :guilabel:`VoIP Environment`: set as :guilabel:`Production`
+
+.. image:: axivox_config/voip-configuration.png
+   :align: center
+   :alt: Integration of Axivox as VoIP provider in an Odoo database.
+
+.. tip::
+   Access the domain on the Axivox administrative panel by navigating to `https://manage.axivox.com/
+   <https://manage.axivox.com/>`_. After logging into the portal, go to :menuselection:`Users -->
+   Edit (next to any user) --> SIP Identifiers tab --> Domain`.
+
+Configure VoIP user in Odoo
+---------------------------
+
+Next, the user is configured in Odoo, which **must** take place for every Axivox/Odoo user using
+VoIP.
+
+In Odoo, go to :menuselection:`Settings app --> Users & Companies --> Users`, then open the desired
+user's form to configure :abbr:`VoIP (Voice over Internet Protocol)`. Under the
+:guilabel:`Preferences` tab, fill out the :guilabel:`VOIP Configuration` section:
+
+- :guilabel:`SIP Login` / :guilabel:`Browser's Extension`: (Axivox) :guilabel:`SIP username`
+- :guilabel:`Handset Extension`: SIP external phone extension
+- :guilabel:`SIP Password`: (Axivox) :guilabel:`SIP Password`
+- :guilabel:`Mobile call`: method to make calls on a mobile device
+- :guilabel:`OnSIP authorization User`: (Axivox) :guilabel:`SIP username`
+- :guilabel:`Always Redirect to Handset`: option to always transfer phone calls to handset
+- :guilabel:`Reject All Incoming Calls`: option to reject all incoming calls
+
+.. image:: axivox_config/odoo-user.png
+   :align: center
+   :alt: Integration of Axivox user in the Odoo user preference.
+
+.. tip::
+   Access the domain on the Axivox administrative panel by navigating to `https://manage.axivox.com/
+   <https://manage.axivox.com/>`_. After logging into the portal, go to :menuselection:`Users -->
+   Edit (next to the user) --> SIP Identifiers tab --> SIP username / SIP password`.
+
+   .. image:: axivox_config/manager-sip.png
+      :align: center
+      :alt: SIP credentials in the Axivox manager.
+
+.. important::
+   When entering the :guilabel:`SIP Password` into the user's :guilabel:`Preferences` tab, this
+   value **must** be typed out manually and **not** pasted in. Pasting in causes a `401 server
+   rejection error`.

content/applications/general/voip/axivox/call_queues.rst

@@ -0,0 +1,245 @@
+===========
+Call queues
+===========
+
+A call queue is a system that organizes and routes incoming calls. When customers call a business,
+and all of the agents are busy, the call queue lines up the callers in sequential order, based on
+the time they called in.
+
+The callers then wait on hold to be connected to the next available call center agent.
+
+Implementing a call queue system reduces stress for employees, and helps build brand trust with
+customers. Many companies use call queues to set expectations with customers, and to distribute the
+workload equally amongst employees.
+
+This document covers the process required to configure call queues (with advanced settings), as well
+as how to log into a call queue from the Odoo database.
+
+.. seealso::
+   :ref:`voip/axivox/music_on_hold`
+
+Add a queue
+===========
+
+To add a call queue in Axivox, navigate to the `Axivox management console
+<https://manage.axivox.com>`_. In the left menu, click :guilabel:`Queues`. Next, click
+:guilabel:`Add a queue`. Doing so reveals a blank :guilabel:`New queue` form with various fields to
+fill out.
+
+Name
+----
+
+Once the :guilabel:`New queue` page appears, enter the :guilabel:`Name` of the queue.
+
+Internal extension
+------------------
+
+Choose an :guilabel:`Internal extension` for the queue. This is a number to be dialed by users of
+the database to reach the login prompt for the queue.
+
+Strategy
+--------
+
+Next, is the :guilabel:`Strategy` field. This field determines the call routing of received calls
+into this queue.
+
+The following choices are available in the :guilabel:`Strategy` drop-down menu:
+
+- :guilabel:`Call all available agents`
+- :guilabel:`Calls the agent who has received the call for the longest time`
+- :guilabel:`Calls the agent who has received the least call`
+- :guilabel:`Call a random agent`
+- :guilabel:`Call agents one after the other`
+- :guilabel:`Call agents one after the other starting with the first in the list`
+
+Choose a strategy that best meets the company's needs for customers in the queue.
+
+Maximum waiting time in seconds
+-------------------------------
+
+In the :guilabel:`Maximum waiting time in seconds` field, determine the longest time a customer
+waits in the queue before going to a voicemail, or wherever else they are directed to in a dial
+plan. Enter a time in seconds.
+
+Maximum duration of ringing at an agent
+---------------------------------------
+
+In the :guilabel:`Maximum duration of ringing at an agent` field, determine the longest time an
+individual agent's line rings before moving on to another agent, or moving to the next step in the
+dial plan. Enter a time in seconds.
+
+.. seealso::
+   For more information on dial plans, visit:
+
+   - :doc:`dial_plan_basics`
+   - :doc:`dial_plan_advanced`
+
+Adding agents
+-------------
+
+The final two fields on the :guilabel:`New queue` form revolve around adding agents. Adding
+:guilabel:`Static agents` and :guilabel:`Dynamic agents` are two pre-configured methods for adding
+agents onto the call queue during the configuration.
+
+.. _voip/axivox/static-agents:
+
+Static agents
+~~~~~~~~~~~~~
+
+When :guilabel:`Static agents` are added, these agents are automatically added to the queue without
+the need to log in to receive calls.
+
+.. _voip/axivox/dynamic-agents:
+
+Dynamic agents
+~~~~~~~~~~~~~~
+
+When :guilabel:`Dynamic agents` are added, these agents have the ability to log into this queue.
+They are **not** logged-in automatically, and **must** log in to receive calls.
+
+Be sure to :guilabel:`Save` the changes, and click :guilabel:`Apply changes` in the upper-right
+corner to implement the change in production.
+
+Agent connection
+================
+
+There are three ways call agents can connect to an Axivox call queue:
+
+#. Dynamic agents connect automatically.
+#. Manager logs in specific agent(s), via the `Axivox management console
+   <https://manage.axivox.com>`_.
+#. Agent connects to the queue in Odoo, via the *VoIP* widget.
+
+.. seealso::
+   See the documentation on setting :ref:`voip/axivox/dynamic-agents` in the `Axivox management
+   console <https://manage.axivox.com>`_.
+
+Connect via Axivox queue
+------------------------
+
+After the initial configuration of the call queue is completed, with the changes saved and
+implemented, a manager can log into the `Axivox management console <https://manage.axivox.com>`_ and
+connect dynamic agents to the queue manually.
+
+To connect an agent, click :guilabel:`Queues`, located in the left-hand column. Doing so reveals the
+:guilabel:`Queues` dashboard, with a few different columns listed:
+
+- :guilabel:`Name`: name of the queue.
+- :guilabel:`Extension`: number of the extension to be dialed to reach the queue.
+- :guilabel:`Agent Connection`: number to dial to log into the queue.
+- :guilabel:`Agent disconnection`: number to dial to log out of the queue.
+- :guilabel:`Connected Agents`: name of agent connected to the queue.
+
+The following buttons are also available on the :guilabel:`Queues` dashboard:
+
+- :guilabel:`Connect an agent`: manually connect an agent to the queue.
+- :guilabel:`Report`: run a report on the queue.
+- :guilabel:`Delete`: delete the queue.
+- :guilabel:`Edit`: make changes to the settings of the queue.
+
+When agents are connected to the queue, or are live with a customer, they are displayed under the
+:guilabel:`Connected Agents` column.
+
+If they are static agents, they **always** show up as connected.
+
+Connect an agent by clicking the orange button labeled, :guilabel:`Connect an agent`. Then, select
+the desired agent's name from the drop-down menu, and click :guilabel:`Connect`.
+
+.. image:: call_queues/call-queue.png
+   :align: center
+   :alt: Call queue with connected agents column highlighted and connect an agent and report buttons
+         highlighted.
+
+.. seealso::
+   For more information on static and dynamic agents, see this documentation:
+
+   - :ref:`voip/axivox/static-agents`
+   - :ref:`voip/axivox/dynamic-agents`
+
+Report
+~~~~~~
+
+Click :guilabel:`Report` to check on the reporting for a particular queue, in order to see who
+connected when, and what phone calls came in and out of the queue. This information is showcased on
+a separate :guilabel:`Queue report` page, when the green :guilabel:`Report` button is clicked.
+
+Reports can be customized by date in the :guilabel:`Period` field, and specified in the
+:guilabel:`From` and :guilabel:`to` fields. The information can be organized by :guilabel:`Event
+type`, and :guilabel:`Call ID`.
+
+When the custom configurations have been entered, click :guilabel:`Apply`.
+
+Each report can be exported to a :abbr:`CSV (comma separated value)` file for further use and
+analysis, via the :guilabel:`Export to CSV` button.
+
+When the :guilabel:`Event type` field is clicked, a drop-down menu appears with the following
+options:
+
+- :guilabel:`The caller quit`
+- :guilabel:`An agent is connecting`
+- :guilabel:`An agent is disconnecting`
+- :guilabel:`The call was terminated (agent hangs up)`
+- :guilabel:`The call was terminated (caller hangs up)`
+- :guilabel:`The caller is connected to an agent.`
+- :guilabel:`Someone is entering the queue`
+- :guilabel:`The caller exits the queue (no agent is connected)`
+- :guilabel:`The caller exits the queue (timeout)`
+- :guilabel:`No one is answering`
+- :guilabel:`No one is answering, the caller hangs up`
+- :guilabel:`Transfer`
+- :guilabel:`Blind Transfer`
+
+.. image:: call_queues/event-type.png
+   :align: center
+   :alt: Event types in the Axivox queue reporting feature.
+
+There is no limit to how many options can be selected from the :guilabel:`Event type` drop-down
+menu.
+
+Clicking :guilabel:`Check all` selects all the available options from the drop-down menu, and
+clicking :guilabel:`Uncheck all` removes all selections from the drop-down menu.
+
+To select an individual :guilabel:`Event type`, click on the desired option in the drop-down menu.
+
+.. image:: call_queues/report.png
+   :align: center
+   :alt: Axivox queue report with result, event type, and period highlighted.
+
+Connect to queue on Odoo
+------------------------
+
+Dynamic agents can connect manually to the Axivox call queue from the Odoo *VoIP* widget, once the
+*VoIP* app is configured for the individual user in Odoo.
+
+.. seealso::
+   :doc:`axivox_config`
+
+To access the Odoo *VoIP* widget, click the :guilabel:`📞 (phone)` icon in the upper-right corner of
+the screen, from any window within Odoo.
+
+.. seealso::
+   For more information on the Odoo *VoIP* widget, see this documentation: :doc:`../voip_widget`
+
+For an agent to connect to the call queue, simply dial the :guilabel:`Agent connection` number, and
+press the green call button :guilabel:`📞 (phone)` icon in the *VoIP* widget. Then, the agent hears
+a short, two-second message indicating the agent is logged in. The call automatically ends
+(disconnects).
+
+To view the connected agents in a call queue, navigate to the `Axivox management console
+<https://manage.axivox.com>`_, and click :guilabel:`Queues`, located in the left-hand column.
+
+Then, click the green :guilabel:`Refresh` button at the top of the :guilabel:`Connected agents`
+column. Any agent (static or dynamic) that is connected to the queue currently, appears in the
+column next to the queue they are logged into.
+
+To log out of the queue, open the Odoo *VoIP* widget, dial the :guilabel:`Agent disconnection`
+number, and press the green call button :guilabel:`📞 (phone)` icon. The agent is disconnected from
+the queue after a short, two-second message.
+
+To manually log a dynamic agent out of a call queue, navigate to the `Axivox management console
+<https://manage.axivox.com>`_, and click :guilabel:`Queues`, located in the left-hand column. Then,
+click the green :guilabel:`Refresh` button at the top of the :guilabel:`Connected agents` column.
+
+To disconnect an agent manually, click the red :guilabel:`Disconnect` button, and they are
+immediately disconnected. This can be helpful in situations where agents forget to log out at the
+end of the day.

content/applications/general/voip/axivox/conference_calls.rst

@@ -0,0 +1,98 @@
+================
+Conference calls
+================
+
+Conference calls help employees connect quickly and efficiently, so matters can be discussed in an
+open forum of sorts. Attendees can be limited, via a sign-in code. That way, confidential matters
+stay private.
+
+This document covers the configuration of conference calls in Axivox for use in Odoo *VoIP*.
+
+Add a virtual conference
+========================
+
+To add a virtual conference room, navigate to the `Axivox management console
+<https://manage.axivox.com>`_. After logging in, click on :guilabel:`Conferences` in the menu on the
+left.
+
+Next, click the green button labeled, :guilabel:`Add a conference`, and a :guilabel:`New conference`
+form appears.
+
+.. image:: conference_calls/new-conference.png
+   :align: center
+   :alt: New conference form on Axivox.
+
+From here, fill in the :guilabel:`Name` field, and set an :guilabel:`Internal extension`.
+
+The internal extension is what everyone in the network uses to quickly dial into the conference
+call, instead of typing in the whole phone number.
+
+.. tip::
+   Pick a number between three and five digits long, making it easy to remember and dial.
+
+Next, set the :guilabel:`Access code`, if the conference room requires security. This is a password
+to get into the conference, once the extension for the conference is dialed. Immediately after
+dialing the extension, a digital receptionist prompts for the :guilabel:`Access code`.
+
+In the :guilabel:`Administrator extension` field, click the drop-down menu, and select the user's
+extension that manages the call.
+
+Finally, in the :guilabel:`Wait for the administrator to start the conference` field, click the
+drop-down menu, and select :guilabel:`Yes` or :guilabel:`No`.
+
+Should the selection be :guilabel:`Yes`, then nobody is allowed to utilize the virtual conference
+room until the administrator is present, and logged into the conference call.
+
+When all fields are filled in, be sure to :guilabel:`Save` the configuration. Then, click
+:guilabel:`Apply changes` in the upper-right corner to implement the change in production.
+
+Upon doing so, the conference is added, and the Axivox administrator has the option to
+:guilabel:`Delete` or :guilabel:`Edit` the conference from the Axivox :guilabel:`Conference` main
+dashboard.
+
+To invite an Axivox user to a specific conference call, click :guilabel:`Invite` to the right of the
+desired conference, and proceed to enter the extension or phone number of the invitee in the pop-up
+window that appears.
+
+Once the extension or number is added into the :guilabel:`Please enter the phone number of the
+person you want to invite` field, click the green :guilabel:`Invite` button, and the recipient
+immediately receives a phone call, automatically linking them to the conference.
+
+.. image:: conference_calls/conference-invite.png
+   :align: center
+   :alt: New conference form on Axivox.
+
+Incoming numbers
+================
+
+To open a conference to a wider audience, an Axivox conference can be linked to *Incoming numbers*.
+
+To do that, log into the `Axivox management console <https://manage.axivox.com>`_, and click
+:guilabel:`Incoming numbers` in the menu on the left.
+
+On the :guilabel:`Incoming numbers` dashboard, click :guilabel:`Edit` to the far-right of the
+:guilabel:`Number` to which the conference should be attached.
+
+Then, under the first field, labeled, :guilabel:`Destination type for voice call`, click the
+drop-down menu, and select :guilabel:`Conference`.
+
+Next, in the :guilabel:`Conference` field, click the drop-down menu, and select the specific
+conference that should be attached to this incoming number.
+
+Now, whenever this incoming number is dialed, the caller is let into the conference, if there is not
+an :guilabel:`Access code` required. If there *is* an :guilabel:`Access code` required, the caller
+is then prompted to enter the :guilabel:`Access code` to enter the conference.
+
+Start call in Odoo
+==================
+
+Anywhere in the Odoo database, open the *VoIP* widget, by clicking the :guilabel:`📞 (phone)` icon,
+located in the upper-right corner. Then, dial the specific extension number for the conference, and
+click the :guilabel:`📞 (phone)` icon.
+
+.. image:: conference_calls/phone-widget.png
+   :align: center
+   :alt: Connecting to a conference extension using the Odoo VoIP widget.
+
+Once the digital receptionist answers, enter the :guilabel:`Access code` (if needed), and press the
+:guilabel:`# (pound)` icon/key.

content/applications/general/voip/axivox/dial_plan_advanced.rst

@@ -0,0 +1,411 @@
+===================
+Advanced dial plans
+===================
+
+Typically, companies have a lot of incoming calls every day, but many do not want their teams to
+answer calls 24 hours a day, 7 days a week.
+
+By using Axivox advanced dial plan features, the process can be automated, and routing can be set up
+for all scenarios. This way, customers are never left waiting, or frustrated, because they cannot
+get in touch with anyone.
+
+By utilizing the advanced elements in dial plans, companies can automate call routing for certain
+days or times, like company holidays. Companies can also allow callers to enter extensions
+themselves, and get transferred automatically using a digital receptionist. This way, an
+administrative team does **not** have to be available around the clock.
+
+There is even the option to route callers, depending on where they are calling from in the world,
+thus maximizing efficiency.
+
+.. important::
+   For more information on basic dial plans, and how to add elements, visit :doc:`dial_plan_basics`.
+
+.. warning::
+   Using a browser add-on for spelling may hinder the use of the visual editor in dial plans. Do
+   **not** use a translator with the Axivox management console.
+
+Advanced elements
+=================
+
+In Axivox dial plans (as described in :doc:`dial_plan_basics`), there are two advanced elements that
+can be used.
+
+- :guilabel:`Record`: recording feature is enabled (requires plan change, enabled in Axivox
+  settings).
+- :guilabel:`Caller ID`: replace the caller ID by the called number or free text.
+
+To add one of these elements, navigate to the :guilabel:`Dial plans` page, located in the menu on
+the left side of the `Axivox management console <https://manage.axivox.com>`_.
+
+Next, click on the :guilabel:`Visual Editor` button to the right of the desired dial plan to edit
+it. Finally, open the :guilabel:`New element` drop-down menu, select the element, and click
+:guilabel:`Add`.
+
+.. image:: dial_plan_advanced/visual-editor.png
+   :align: center
+   :alt: Visual editor for a dial plan in Axivox, with Add and the dispatcher element highlighted.
+
+For more information, visit :ref:`voip/axivox/dial_plans`.
+
+.. important::
+   The :guilabel:`Record` element records calls that are routed through this element, and requires
+   an additional plan change in Axivox.
+
+To enable recording on Axivox, navigate to :guilabel:`Settings` in the `Axivox management console
+<https://manage.axivox.com>`_. Then, go to the :guilabel:`Recording` drop-down menu, near the bottom
+of the page. From there, select :guilabel:`Enabled` from the drop-down menu to enable recording
+using the :guilabel:`Record` element in a dial plan.
+
+.. tip::
+   If the :guilabel:`Recording` drop-down menu is unavailable and unable to change, then consult
+   Axivox to enable the feature.
+
+The :guilabel:`Caller ID` element allows for the replacement of the caller ID downstream, after
+routing.
+
+Upon adding the :guilabel:`Caller ID` element to the dial plan, and double-clicking it to configure
+it, two options appear.
+
+The first is a :guilabel:`Free text` field, where any text can be input to replace the caller ID.
+The second option is :guilabel:`Replace the caller ID by the called number`. This option replaces
+the caller's ID with the :guilabel:`Incoming number`.
+
+.. tip::
+   A company may want to use the :guilabel:`Caller ID` element to replace the :guilabel:`Incoming
+   number`, so employees, or outside transfers, cannot see the number, and information is kept
+   private.
+
+Basic routing elements
+======================
+
+Basic routing elements in Axivox dial plans provide extension-based routing. This can be done by
+adding either a *Menu* to numerically link the dial-by-numbers to an action, or by using a *Digital
+Receptionist* to automatically route or listen for an extension, based on a key input from the
+caller.
+
+The main difference between the two elements is that the *Digital Receptionist* does **not** need to
+be pre-configured numerically with actions. Instead, it acts as a virtual receptionist.
+
+- :guilabel:`Menu`: add a dial-by-number directory and configured downstream actions (not
+  terminal). For example, a dial-by-numbers function could feature an element, wherein clicking '2'
+  takes the caller to the element linked to '2' on the Menu element in the dial plan.
+- :guilabel:`Digital Receptionist`: attach a virtual dispatcher to listen for extensions.
+
+To add one of these elements, navigate to the :guilabel:`Dial plans` page, located in the menu on
+the left side of the `Axivox management console <https://manage.axivox.com>`_. Next, click on the
+:guilabel:`Visual Editor` button to the right of the dial plan, to edit the dial plan. Then, open
+the :guilabel:`New element` drop-down menu, select the element, and click :guilabel:`Add`.
+
+For more information, visit :ref:`voip/axivox/dial_plans`.
+
+Digital receptionist scenario
+-----------------------------
+
+The *Digital Receptionist* element is a listen-feature that accurately routes callers through a dial
+plan, based on the extension they enter, via the key pad.
+
+Set a *Digital Receptionist* to eliminate the need of a team, or live receptionist, to be on-call
+all the time. With that element in place, calls now reach their destination, without a real person
+interjecting.
+
+After adding the :guilabel:`Digital Receptionist` element to a dial plan, connect the appropriate
+endpoints, and double-click on the element to set the :guilabel:`Timeout` on the
+:guilabel:`receptionist` pop-up window that appears.
+
+The :guilabel:`Timeout` can be set in `5` second increments, from `5` seconds to `60` seconds.
+
+.. important::
+   The :guilabel:`Digital Receptionist` element **requires** a :guilabel:`Play a file` element on
+   either side of it, to explain what action to take, and when a wrong extension is entered.
+
+.. example::
+   While customizing a dial plan in a :guilabel:`Dialplan Editor` pop-up window, add a
+   :guilabel:`Menu` element, with a :guilabel:`Greeting message` that might read, `Press star to
+   dial an extension`.
+
+   Then, on the :guilabel:`Menu` element, for the :guilabel:`* (star)` option, link a
+   :guilabel:`Play a file` element, that plays an :guilabel:`Audio message` saying, 'Enter the
+   extension of the person you are trying to reach'.
+
+   Following the first :guilabel:`Play a file` element, add the :guilabel:`Digital Receptionist`
+   element, followed by another :guilabel:`Play a file` element, which states, 'That is not a valid
+   extension'.
+
+   This last element is in place to close the loop, should the caller not enter a correct extension.
+
+   Finally, this last :guilabel:`Play a file` element is looped back into the :guilabel:`Menu`
+   element.
+
+   .. image:: dial_plan_advanced/receptionist.png
+      :align: center
+      :alt: A digital receptionist element highlighted in an example dial plan.
+
+.. important::
+   Dial plan elements can be configured by double-clicking them, and selecting different features
+   of the Axivox console to them.
+
+   For example, an :guilabel:`Audio message` needs to be made, and then selected in a
+   :guilabel:`Play a file` or :guilabel:`Menu` element.
+
+   For more information, see this documentation :ref:`voip/axivox/audio_messages`.
+
+Advanced routing elements
+=========================
+
+Advanced routing elements route calls automatically as they are received into the incoming
+number(s). This can be configured using geo-location, whitelisting, or time-based variables. Calls
+pass through a filter prior to their final destination, and are routed, based on the set
+variable(s).
+
+The following are advanced routing elements:
+
+- :guilabel:`Dispatcher`: create a call filter to route traffic, based on the geo-location of the
+  caller ID.
+- :guilabel:`Access List`: create a tailored access list, with VIP customer preference.
+- :guilabel:`Time Condition`: create time conditions to route incoming traffic around holidays, or
+  other sensitive time-frames.
+
+.. tip::
+   Whitelisting is a technical term used to create a list of allowed numbers. Conversely,
+   blacklisting is used to create a list of denied numbers.
+
+To add one of these elements, navigate to the :guilabel:`Dial plans` page, located in the menu on
+the left side of the `Axivox management console <https://manage.axivox.com>`_. Next, click on the
+:guilabel:`Visual Editor` button to the right of the dial plan, to edit the dial plan. Then, open
+the :guilabel:`New element` drop-down menu, select the element, and click :guilabel:`Add`. For more
+information, visit :ref:`voip/axivox/dial_plans`.
+
+Dispatcher scenario
+-------------------
+
+A *Dispatcher* element is a dial plan feature that directs calls, based on region or geo-location.
+In most cases, the :guilabel:`Dispatcher` element in a dial plan is linked to the :guilabel:`Start`
+element, in order to filter or screen calls as they come into an incoming number.
+
+Double-click the :guilabel:`Dispatcher` element in the :guilabel:`Dialplan Editor` pop-up window to
+configure it.
+
+This element checks numbers (routed through this element), according to regular expressions. To add
+a regular expression, click :guilabel:`Add a line` on the bottom of the :guilabel:`Dispatcher`
+pop-up window.
+
+Then, under :guilabel:`Name`, enter a recognizable name to identify this expression. This is the
+name that appears in the :guilabel:`Dispatcher` element on the dial plan showcased in the
+:guilabel:`Dialplan Editor` pop-up window.
+
+In the :guilabel:`Regular expression` field, enter the country code, or area code, which Axivox
+should route for incoming calls. This is especially helpful when a company would like to filter
+their customers to certain queues, or users based on the customer's geo-location.
+
+To specify all numbers behind a certain country code, or area code, include `\d+` after the country
+code, or country code + area code.
+
+.. image:: dial_plan_advanced/dispatcher.png
+   :align: center
+   :alt: Dispatcher configuration panel, with name, regular expression and add a line highlighted.
+
+.. example::
+  - `02\\d+`: validates the numbers starting with `02`
+  - `00\\d+`: validates all numbers beginning with `00`
+  - `0052\\d+` validates all numbers beginning with `0052` (Mexico country code)
+  - `001716\\d+`: validates all numbers beginning with `001716` (USA country code + Western New York
+    area code)
+
+.. tip::
+   A regular expression (shortened to "regex" or "regexp"), sometimes referred to as a "rational
+   expression," is a sequence of characters that specifies a match pattern in text. In other words,
+   a match is made within the given range of numbers.
+
+When the desired configurations are complete on the :guilabel:`Dispatcher` pop-up window, be sure to
+click :guilabel:`Save`.
+
+Upon doing so, the :guilabel:`Dispatcher` element appears with different routes available to
+configure, based on the :guilabel:`Regular Expressions` that were set.
+
+Attach these routes to any :guilabel:`New element` in the :guilabel:`Dialplan Editor` pop-up window.
+
+By default, there is an :guilabel:`Unknown` path that appears on the :guilabel:`Dispatcher` element
+after setting at least one :guilabel:`Regular Expression`.
+
+Calls follow this route/path when their number does not match any :guilabel:`Regular Expression` set
+on the :guilabel:`Dispatcher` element.
+
+.. image:: dial_plan_advanced/dispatcher-element.png
+   :align: center
+   :alt: Dial plan with dispatcher element highlighted.
+
+Time condition scenario
+-----------------------
+
+When a :guilabel:`Time Condition` element is added to a dial plan, it has a simple :guilabel:`True`
+and :guilabel:`False` routing.
+
+After adding the :guilabel:`Time Condition` element to a dial plan, double-click it to configure the
+variables. :guilabel:`Hour/Minute`, :guilabel:`Days of the week`, :guilabel:`Day of the month`, and
+:guilabel:`Month` can all be configured.
+
+If the time which the caller contacts the incoming number matches the set time conditions, then the
+:guilabel:`True` path is followed, otherwise the :guilabel:`False` path is followed.
+
+.. example::
+   For a company that is closed yearly for the American Independence Day holiday (July 4th) the
+   following time conditions should be set:
+
+   - :guilabel:`Hour/Minute` - `0:0 to 23:59`
+   - :guilabel:`Day of the week` - `All to All`
+   - :guilabel:`Day of the month` - `From 4 to 4`
+   - :guilabel:`Month` - `July`
+
+The :guilabel:`Time Condition` element is especially useful for holidays, weekends, and to set
+working hours. When a caller reaches a destination where they can be helped, either with a real
+person or voicemail, this reduces wasted time and hangups.
+
+.. image:: dial_plan_advanced/time-condition.png
+   :align: center
+   :alt: Time condition element set in a dial plan on Axivox. Time condition is highlighted.
+
+.. important::
+   To set the :guilabel:`Timezone` that the :guilabel:`Time Condition` operates under, navigate to
+   `Axivox management console <https://manage.axivox.com>`_, and click :guilabel:`Settings` in the
+   menu on the left. Then, set the :guilabel:`Timezone` using the second field from the bottom, by
+   clicking the drop-down menu.
+
+Access list scenario
+--------------------
+
+An *Access List* element in a dial plan allows for the routing of certain numbers, and disallows
+(denies) other numbers.
+
+After adding an :guilabel:`Access List` element to a dial plan, it can be configured by
+double-clicking on the element directly in the :guilabel:`Dialplan Editor` pop-up window.
+
+Two fields appear where regular expressions can based in the :guilabel:`Allow` and :guilabel:`Deny`
+fields of the :guilabel:`Access List` pop-up window.
+
+.. example::
+   For a very important customer, their number can be set in the :guilabel:`Allow` field, and these
+   callers can be sent directly to management.
+
+.. tip::
+   A regular expression (shortened to "regex" or "regexp"), sometimes also referred to as a
+   "rational expression," is a sequence of characters that specifies a match pattern in text.
+
+.. image:: dial_plan_advanced/access-config.png
+   :align: center
+   :alt: Access list element configuration with the allow/deny fields highlighted.
+
+.. example::
+   - `2\\d\\d`: validates numbers from `200 to 299`
+   - `02\\d*`: validates all numbers beginning with `02`
+   - `0017165551212`: validates the number (`0017165551212`)
+
+After setting the :guilabel:`Allow` and :guilabel:`Deny` fields with regular expressions or numbers,
+click :guilabel:`Save` on the :guilabel:`Access List` pop-up window.
+
+Then, on the :guilabel:`Access list` element in the dial plan, three paths (or routes) are available
+to link to further actions.
+
+Unknown calls can be routed through the regular menu flow by adding a :guilabel:`Menu` element, and
+connecting it to the :guilabel:`Unknown` path. :guilabel:`Refused` calls can be routed to the
+:guilabel:`Hang up` element. Lastly, :guilabel:`Authorized` callers can be sent to a specific
+extension or queue.
+
+.. image:: dial_plan_advanced/access-list.png
+   :align: center
+   :alt: Access list element highlighted in an example dial plan.
+
+Switches
+========
+
+A *Switch* element in Axivox is a simple activated/deactivated route action.
+
+These can be activated or chosen quickly, allowing for quick routing changes, without altering the
+dial plan.
+
+Alternate routes can be configured, so that in a moments notice, they can be switched to. This could
+be for new availability, or to adjust traffic flow for any number of reasons.
+
+Axivox allows for a simple on/off switch, and a multi-switch, which can have several paths to choose
+from.
+
+- :guilabel:`Switch`: a manual on/off control that can divert traffic, based on whether it is opened
+  (on) or closed (off).
+- :guilabel:`Multi-Switch`: a mechanism to create paths, and turn them on and off, to divert
+  incoming calls.
+
+Basic switch
+------------
+
+A :guilabel:`Switch` can be set in the `Axivox management console <https://manage.axivox.com>`_ by
+navigating to :guilabel:`Switches` in the left menu. To create a new switch click :guilabel:`Add a
+switch` from the :guilabel:`Switches` dashboard, configure a :guilabel:`Name` for it, and click
+:guilabel:`Save`.
+
+Then, toggle the desired switch to either :guilabel:`On` or :guilabel:`Off`, from the
+:guilabel:`State` column on the :guilabel:`Switches` dashboard.
+
+This :guilabel:`On` / :guilabel:`Off` state automatically routes traffic in a dial plan, in which
+this switch is set.
+
+The traffic travels to the :guilabel:`Active` route when :guilabel:`On` is toggled in the switch.
+The call traffic travels to the :guilabel:`Inactive` route when :guilabel:`Off` is toggled in the
+switch.
+
+Changes can be made on the fly, just be sure to click :guilabel:`Apply changes` to implement the
+them.
+
+Add a switch to dial plan
+~~~~~~~~~~~~~~~~~~~~~~~~~
+
+To add a :guilabel:`Switch` to a dial plan, navigate to `Axivox management console
+<https://manage.axivox.com>`_, and click on :guilabel:`Dial plans` in the left menu. Then, click
+:guilabel:`Visual Editor` next to the desired dial plan to open the :guilabel:`Dialplan Editor`
+pop-up window.
+
+Then, from the :guilabel:`New element` drop-down menu, select :guilabel:`Switch`, and then click
+:guilabel:`Add`. Double-click on the element to further configure the :guilabel:`Switch` element.
+
+.. image:: dial_plan_advanced/switch.png
+   :align: center
+   :alt: Switch configuration in a dial plan, with inactive and active routes highlighted.
+
+Multi-switch
+------------
+
+A *Multi-Switch* element in Axivox is a switch where multiple paths can be configured, and switched
+between.
+
+To configure and set a :guilabel:`Multi-Switch` element, navigate to `Axivox management console
+<https://manage.axivox.com>`_. Then, click on the :guilabel:`Switches` menu item in the left menu.
+
+Toggle to the :guilabel:`Multi-switch` tab to create, or set, a pre-configured
+:guilabel:`Multi-Switch` element.
+
+To create a new :guilabel:`Multi-Switch`, click :guilabel:`Create new`. Then, enter a
+:guilabel:`Name` for the element, and then enter the :guilabel:`Available choice`. Enter one
+:guilabel:`Available choice` per line. Do **not** duplicate any entries.
+
+Remember to click :guilabel:`Save` when done.
+
+To select the :guilabel:`State` of the :guilabel:`Multi-Switch`, click the drop-down menu next to
+the :guilabel:`Multi-Switch` name, under the :guilabel:`Multi-switch` tab on the
+:guilabel:`Switches` dashboard.
+
+The :guilabel:`State` chosen is the route that is followed in the dial plan. The :guilabel:`State`
+can be edited on the fly, just be sure to click :guilabel:`Apply changes`.
+
+Add a multi-switch to dial plan
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+To add a :guilabel:`Multi-Switch` element to a dial plan, navigate to `Axivox management console
+<https://manage.axivox.com>`_, and click :guilabel:`Dial plans` in the left menu.
+
+Then, select or create a dial plan. Next, click :guilabel:`Visual Editor` on the desired dial plan.
+
+On the :guilabel:`Dialplan Editor` pop-up window that appears, click on the :guilabel:`New element`
+drop-down menu, and select :guilabel:`Multi-Switch`. Then, click :guilabel:`Add`. Double-click on
+the element to further configure the :guilabel:`Switch` element.
+
+.. image:: dial_plan_advanced/multi-switch.png
+   :align: center
+   :alt: Multi-switch configuration in a dial plan, with chosen route highlighted.

content/applications/general/voip/axivox/dial_plan_basics.rst

@@ -0,0 +1,204 @@
+================
+Dial plan basics
+================
+
+When someone calls a business, they might need to get in contact with customer support, a sales
+team, or even a person's direct line. The caller might also be in search of some information about
+the business, such as store hours. Or, they might want to leave a voicemail, so someone from the
+company can call them back. With dial plans in Axivox, a company can manage how incoming calls like
+this are handled.
+
+Using proper call architecture through a dial plan, callers get directed to the right people, or to
+the right information, in a quick, efficient manner.
+
+This document covers the basic configuration of dial plans in Axivox.
+
+.. seealso::
+   For more information on advanced dial plans, visit :doc:`dial_plan_advanced`.
+
+.. important::
+   Using a browser add-on for spelling may hinder the use of the visual editor in dial plans. Do not
+   use a translator with the Axivox management console.
+
+.. _voip/axivox/dial_plans:
+
+Dial plans
+==========
+
+Access dial plans by navigating to `Axivox management console <https://manage.axivox.com>`_, and
+clicking on :guilabel:`Dial plans` from the menu on the left.
+
+To add a new dial plan from the :guilabel:`Dial plan` page, click the green button labeled,
+:guilabel:`Add a new dial plan`.
+
+.. note::
+   Axivox has no limit to the number of dial plans that can be created. These can be added, and
+   improved upon, at any time. This allows for sandboxes to be created with many different
+   configurations.
+
+.. image:: dial_plan_basics/dial-plan-edits.png
+   :align: center
+   :alt: Dial plan dashboard with the edit features and Add a dial plan button highlighted.
+
+To edit an existing dial plan, choose one of the following options to the right of the saved dial
+plan:
+
+#. :guilabel:`Delete`: this action deletes the attached dial plan.
+#. :guilabel:`Edit`: this action allows the user to edit the dial plan.
+#. :guilabel:`Visual Editor`: this action opens a visual editor window, where the dial plan
+   architecture can be viewed and edited.
+#. :guilabel:`Duplicate`: this action duplicates the dial plan, and puts it at the bottom of the
+   list, with an extension of one number (+1) larger than the original extension.
+
+Dialplan editor (visual editor)
+-------------------------------
+
+When the :guilabel:`Visual Editor` button is clicked for a dial plan on the :guilabel:`Dial plan`
+page, a pop-up :guilabel:`Dialplan Editor` window appears.
+
+This pop-up window is the primary place where the architecture, or structure, of the dial plan is
+configured. In this window, a :abbr:`GUI (graphical user interface)` appears, where various dial
+plan elements can be configured and linked together.
+
+.. image:: dial_plan_basics/dial-plan-visual.png
+   :align: center
+   :alt: Visual editor for an example dial plan, with the new element, Add, and Save buttons
+         highlighted.
+
+.. important::
+   New dial plans come blank with :guilabel:`New element` options for the user to :guilabel:`Add`
+   and :guilabel:`Save`.
+
+   The method for saving in the :guilabel:`Dialplan Editor` is different from saving any other edits
+   in the Axivox management console because the :guilabel:`Save` button **must** be pressed before
+   closing the :menuselection:`Visual editor`.
+
+   Then, before these changes can take place on the Axivox platform, the user **must** click
+   :guilabel:`Apply changes` in the upper-right corner of the :guilabel:`Dial plan` page.
+
+From the :guilabel:`Dialplan Editor` pop-up window, users can add a new element to the dial plan. To
+do that, open the :guilabel:`New element` drop-down menu, and select the desired element. Then,
+click :guilabel:`Add`.
+
+Doing so adds that element to the visual editor display of the dial plan being modified. This
+element can be moved where desired amongst the other elements present in the dial plan.
+
+Connect elements in the dial plan by clicking and dragging outward from the :guilabel:`(open
+circle)` icon on the right side of the element. Doing so reveals an :guilabel:`(arrow)` icon.
+Proceed to drag this :guilabel:`(arrow)` icon to the desired element in the dial plan that it is
+meant to connect with.
+
+Connect the :guilabel:`(arrow)` icon to the circle on the left side of the desired element.
+
+Calls displayed in the dial plan flow from left-to-right in the element.
+
+In order to further configure a :guilabel:`New element`, double-click on the element inside the dial
+plan, to reveal a subsequent pop-up window, wherein additional customizations can be entered.
+
+Each element has a different configuration pop-up window that appears when double-clicked.
+
+.. important::
+   All elements **must** have a final destination in the dial plan in order to close a loop. This
+   can be accomplished by implementing the :guilabel:`Hang up` element, or looping the element back
+   to a :guilabel:`Menu` element or :guilabel:`Digital Receptionist` element elsewhere in the dial
+   plan.
+
+   .. image:: dial_plan_basics/loop-back.png
+      :align: center
+      :alt: Dial plan, shown with highlight looping open end back to the beginning of the menu
+            element.
+
+Once all desired dial plan elements and configurations are complete, remember to click
+:guilabel:`Save` before exiting the :guilabel:`Dialplan Editor` pop-up window. Then, click
+:guilabel:`Apply changes` on the :guilabel:`Dial plans` page to ensure they are implemented into
+Axivox production.
+
+Dial plan elements
+------------------
+
+The following elements are available in the :guilabel:`New element` drop-down menu, while designing
+a dial plan in the :guilabel:`Dialplan Editor` pop-up window.
+
+Basic elements
+~~~~~~~~~~~~~~
+
+These are the basic elements that are used in simple dial plans in Axivox:
+
+- :guilabel:`Call`: call an extension or queue.
+- :guilabel:`Play a file`: play an audio file or voice greeting.
+- :guilabel:`Voicemail`: forward to a voicemail (terminal).
+- :guilabel:`Hang up`: hang up the call (terminal).
+- :guilabel:`Queue`: attach a call queue with a group of users to answer a call.
+- :guilabel:`Conference`: add a conference room for a caller to connect to.
+
+Basic routing elements
+~~~~~~~~~~~~~~~~~~~~~~
+
+Routing elements change or route the path of a caller, these are some basic routing elements used in
+Axivox:
+
+- :guilabel:`Menu`: add a dial-by-number directory and configure downstream actions (not terminal).
+- :guilabel:`Switch`: attach a manual on/off control that can divert traffic based on whether it is
+  opened (On) or closed (Off).
+- :guilabel:`Digital Receptionist`: attach a virtual dispatcher to listen for extensions to connect
+  to.
+
+Advanced routing elements
+~~~~~~~~~~~~~~~~~~~~~~~~~
+
+These are the more advanced elements that route calls in Axivox:
+
+- :guilabel:`Dispatcher`: create a call filter to route traffic based on the geo-location of the
+  caller ID.
+- :guilabel:`Access List`: create a tailored access list with VIP customer preference.
+- :guilabel:`Time Condition`: create time conditions to route incoming traffic around holidays, or
+  other sensitive time-frames.
+- :guilabel:`Multi-Switch`: a mechanism to create paths, and turn them on and off, to divert
+  incoming calls.
+
+Advanced elements
+~~~~~~~~~~~~~~~~~
+
+The following are more advanced elements (not routing) in Axivox:
+
+- :guilabel:`Record`: recording feature is enabled (requires plan change, enabled in Axivox
+  settings).
+- :guilabel:`Caller ID`: replace the caller ID by the called number or free text.
+
+.. important::
+   Dial plan elements can be configured by double-clicking them, and linking different aspects of
+   the Axivox console to them.
+
+Attach to incoming number
+=========================
+
+To attach an existing dial plan to an incoming number, go to `Axivox management console
+<https://manage.axivox.com>`_ , and click on :guilabel:`Incoming numbers`.
+
+Next, click :guilabel:`Edit` next to the number to which the dial plan should be attached.
+
+Doing so reveals a separate page wherein that number's dial plan can be modified. To do that, select
+:guilabel:`Dial plan` from the :guilabel:`Destination type for voice call` field drop-down menu.
+Then, choose the desired dial plan from the :guilabel:`Dial plan` field that appears.
+
+With that in place, that means when that specific number calls in, the configured dial plan is
+activated, and runs through the prompts to properly route the caller.
+
+Finally, :guilabel:`Save` the changes, and click :guilabel:`Apply changes` in the upper-right
+corner.
+
+Basic dial plan scenario
+------------------------
+
+The following showcases a basic dial plan scenario for call routing, where additional elements can
+be added to expand the setup. This basic dial plan scenario includes the following linked elements
+:menuselection:`Start --> Play a file --> Menu --> (Hang-up, Calls, Queues, Conferences) -->
+(Voicemail, Hang-up)`.
+
+.. image:: dial_plan_basics/basic-scenario.png
+   :align: center
+   :alt: Basic dial plan configuration.
+
+.. seealso::
+   This setup does **not** include any basic or advanced call routing. For more information on call
+   routing, reference this documentation: :doc:`dial_plan_advanced`.

content/applications/general/voip/axivox/dynamic_caller_id.rst

@@ -0,0 +1,113 @@
+=================
+Dynamic caller ID
+=================
+
+*Caller ID* identifies the caller when they make a phone call. It allows the recipient of the call
+to see what number the caller is calling from. Caller ID shows users and clients who is calling, so
+they can choose to pick up or decline the call.
+
+Axivox offers a dynamic caller ID option to choose which number is displayed on outgoing calls.
+
+International numbers can be purchased to do business transactions internationally, via a phone
+call, from a number that has an area code or country code of the destination being called. By
+displaying a local number, this can increase customer engagement.
+
+Some companies have many employees making calls from a call center. These employees are not always
+available to receive a return phone call from a prospective customer. In this case, :abbr:`VoIP
+(Voice over Internet Protocol)` can be configured in such a way that dynamic caller ID shows the
+main company phone number, so any number of employees in the group can answer the call. This way, a
+call is never missed.
+
+.. _voip/axivox/dynamic-caller-id-default:
+
+Default outgoing number
+=======================
+
+In Axivox a *default number* can be set. This is a company's main number. This means, when anyone
+from the company (user/employee) calls a number outside the company, the default outgoing number
+shows up automatically on the caller ID.
+
+If someone from outside the company tries to call back a user/employee, they are then funneled back
+through the main line (default number). If there is a dial plan set up, they are prompted to make
+selections. This is especially helpful in cases where employees change positions frequently, or if
+they leave the company.
+
+.. seealso::
+   - :doc:`dial_plan_basics`
+   - :doc:`dial_plan_advanced`
+
+To access the default number, go to the `Axivox management console <https://manage.axivox.com>`_,
+and log in. Then, click into :guilabel:`Settings` in the left menu, and navigate to
+:guilabel:`Default outgoing number`.
+
+From here, change the :guilabel:`Default outgoing number` by clicking the drop-down menu, and making
+a selection from the incoming phone numbers available on Axivox.
+
+Be sure to :guilabel:`Save` the changes, then click :guilabel:`Apply changes` in the upper-right
+corner of the :guilabel:`General Settings` page to implement the change.
+
+The :guilabel:`Default outgoing number` is what shows up by default in the Axivox management portal.
+However, the outgoing number can also be configured differently at the user level.
+
+Users
+-----
+
+To configure the outgoing number at the user level, log in to the `Axivox management console
+<https://manage.axivox.com>`_. Next, click :guilabel:`Users` from the menu on the left, and then
+click :guilabel:`Edit` to the right of the user that is to be configured.
+
+Under :guilabel:`Outgoing number`, click the drop-down menu to select either the :guilabel:`Default
+outgoing number` (as specified here: :ref:`voip/axivox/dynamic-caller-id-default`), or any of the
+incoming numbers on the Axivox account.
+
+Choosing the :guilabel:`Default` selection in the :guilabel:`Outgoing number` drop-down menu ensures
+this user has the :guilabel:`Default outgoing number` shown on their caller ID when making calls.
+
+If a specific number is chosen, and that number is assigned to this user under :guilabel:`Incoming
+numbers` (in the Axivox console's menu on the left), that means this user has a direct line for
+customers to reach them.
+
+Once the desired changes are complete, be sure to click :guilabel:`Save`, then click
+:guilabel:`Apply changes` in the upper-right corner to implement the change.
+
+.. tip::
+   By default, when creating a new user in Axivox, the :guilabel:`Outgoing number` is automatically
+   set to :guilabel:`Default`.
+
+Advanced options
+----------------
+
+To access the :guilabel:`Advanced options`, navigate to the :guilabel:`Settings` option in the menu
+on the left of the `Axivox management console <https://manage.axivox.com>`_. Then, click
+:guilabel:`Advanced options` to the right of :guilabel:`Default outgoing number`.
+
+By default, there are not any advanced rules set. To create one, click the green :guilabel:`+
+(plus)` icon. Doing so reveals a line with two blank fields. From here, different caller IDs can be
+set up, depending on what location the user/employee is calling from.
+
+To create a rule, first set the :guilabel:`Destination prefix` in the first empty field. This is the
+country code, complete with zero(s) in front of it. Then, in the second empty field, select the
+phone number that should be used for calling out from that country code.
+
+.. important::
+   Check the box for :guilabel:`Apply advanced rules even for users with a default outgoing number
+   configured` to allow these rules to take precedent over all other outgoing configurations.
+
+.. tip::
+   The order of the rules can be modified by dragging-and-dropping them into another order. The
+   first matching rule is applied.
+
+.. example::
+   For example, a company wants all users/employees to utilize the configured number for Great
+   Britain when calling from the `0044` country code (Great Britain).
+
+   To accomplish that, simply type in `0044` into the :guilabel:`Destination prefix` field, and
+   select the number starting with the `+44` country code. Order the rules as necessary, and select
+   the checkbox to supersede all other rules, if needed.
+
+   .. image:: dynamic_caller_id/advanced-callerid.png
+      :align: center
+      :alt: Advanced options for the default outgoing number.
+
+Once the desired configurations are complete, be sure to click :guilabel:`Save`, then click
+:guilabel:`Apply changes` in the upper-right corner to implement the change.

content/applications/general/voip/axivox/manage_users.rst

@@ -0,0 +1,346 @@
+======================
+Manage users in Axivox
+======================
+
+Managing Axivox :abbr:`VoIP (Voice over Internet Protocol)` users is an important part of setting up
+:abbr:`VoIP (Voice over Internet Protocol)` in an Odoo database. Each Axivox user has a unique name,
+phone number and/or extension, and a voicemail. This way, they can be reached in a variety of
+convenient ways.
+
+Axivox users are organized in a simple, straightforward way in the Axivox console, so an
+administrator can manage users quickly and easily.
+
+.. note::
+   This documentation covers how to configure everything through a provider called, Axivox.
+   Depending on the chosen VoIP provider, the processes to manage users may be different.
+
+Overview
+========
+
+Begin at the Axivox management console by navigating to `https://manage.axivox.com
+<https://manage.axivox.com>`_. Log in with the appropriate administrator credentials.
+
+.. note::
+   Actions in the Axivox management console **must** be double-saved, in order for the changes to
+   take effect. To save any changes, click :guilabel:`Save` in the individualized changes screen.
+   Then, to implement those changes, click the :guilabel:`Apply Changes` button in the upper-right
+   corner of the console.
+
+.. _voip/axivox/incoming_number:
+
+Incoming numbers
+----------------
+
+Incoming numbers are all the numbers a company is paying to use to receive calls.
+
+Click on :menuselection:`Incoming numbers` from the menu on the left of the Axivox management
+console. Doing so reveals the :guilabel:`Incoming numbers` page, where all the incoming numbers are
+listed, along with their :guilabel:`Destination` and SMS information.
+
+The :guilabel:`Destination` determines the action that is taken, or the path the caller follows when
+dialing said numbers.
+
+To edit the :guilabel:`Destination`, click the :guilabel:`Edit` button to the far-right of the
+incoming number line to be modified. Then, on the :guilabel:`Edit number` page that appears, the
+:guilabel:`Destination type for voice call` can be changed.
+
+The options available in the :guilabel:`Destination type for voice call` drop-down menu are as
+follows:
+
+- :guilabel:`Not configured`
+- :guilabel:`Extension`
+- :guilabel:`Dial plan`
+- :guilabel:`Voicemail`
+- :guilabel:`Hang up`
+- :guilabel:`Conference`
+
+Depending on the selection made in the :guilabel:`Destination type for voice call` drop-down menu, a
+second, selection-specific drop-down menu is populated with further configuration options.
+Additionally, more fields are revealed, based on the selection made in the :guilabel:`Destination
+type for voice call` drop-down menu.
+
+Once the desired configurations are complete, click :guilabel:`Save`, then click :guilabel:`Apply
+changes` in the upper-right corner to implement them.
+
+New users
+=========
+
+Every employee using :abbr:`VoIP (Voice over Internet Protocol)` at the company needs an Axivox user
+account associated with them.
+
+To view existing users in the Axivox management console, click :guilabel:`Users` from the menu on
+the left of the console. Every user has a :guilabel:`Number`, :guilabel:`Name`, option for a
+:guilabel:`Voicemail`, and an :guilabel:`Outgoing number` specified.
+
+To create a new user in the Axivox console, click :guilabel:`Add a user` to reveal a :guilabel:`New
+user` form. The following tabs are available for configuring the new user:
+
+- :guilabel:`General`: basic information, including the extension of the user, can be set.
+- :guilabel:`Forwardings`: internal forwards on 'no answer' or busy signals.
+- :guilabel:`Follow Me`: external forward configuration.
+- :guilabel:`Keys`: set hot-keys within the :abbr:`VoIP (Voice over Internet Protocol)` system.
+- :guilabel:`SIP Identifiers`: :abbr:`SIP (Session Initiation Protocol)` username and password for
+  external configuration.
+- :guilabel:`Permissions`: set access rights for users in the Axivox management console.
+
+General tab
+-----------
+
+Under the :guilabel:`General` tab of the :guilabel:`New user` form, in the :guilabel:`Extension`
+field, input an extension that is unique to the user. This is the number internal users dial to
+reach a specific employee.
+
+In the :guilabel:`Name` field, input the employee name.
+
+Next, fill out the :guilabel:`Email address of the user` field. A valid email address for the
+employee should be added here, where the user receives business emails.
+
+In the :guilabel:`GSM number` field, enter an alternative number at which the user can be reached.
+Be sure to include the country code.
+
+.. note::
+   A country code is a locator code that allows access to the desired country's phone system. The
+   country code is dialed first, prior to the target number. Each country in the world has its own
+   specific country code.
+
+   For a list of comprehensive country codes, visit: `https://countrycode.org
+   <https://countrycode.org>`_.
+
+.. image:: manage_users/general-tab.png
+   :align: center
+   :alt: General tab layout in the Axivox management console.
+
+In the :guilabel:`Voicemail` field, select either :guilabel:`Yes` or :guilabel:`No` from the
+drop-down menu.
+
+In the :guilabel:`Directory` field, the administrator has the option to leave it blank, by making no
+changes, or selecting :guilabel:`Default` from the drop-down menu. The :guilabel:`Directory` is used
+in the *Digital Receptionist* feature element of a dial-plan.
+
+At the bottom of the :guilabel:`General` tab, there are two separate options with selection boxes.
+
+The first option is :guilabel:`This user can receive multiple calls at the same time`. By selecting
+this option, users are able to receive calls when on another call.
+
+The second option, :guilabel:`This user must log-in to call`, provides the option to make it
+mandatory for the user to log in.
+
+.. note::
+   If a company uses physical VoIP phones on desks, and wants their employees to be able to log in
+   from *any* phone or desk in the office, they would make the selection for :guilabel:`This user
+   must log-in to call`.
+
+Once the desired configurations are complete, click :guilabel:`Save`, then click :guilabel:`Apply
+changes` in the upper-right corner.
+
+.. _voip/axivox/forwardings_tab:
+
+Forwardings tab
+---------------
+
+Under the :guilabel:`Forwardings` tab of the :guilabel:`New user` form, a company can decide what
+happens if someone calls a user, and the call is not answered.
+
+.. important::
+   Forwardings are disabled when the :guilabel:`Follow Me` option is enabled.
+
+For example, under the :guilabel:`Forwarding on no answer` field, when the button for :guilabel:`Add
+a destination` is selected, the option to add a specific user or phone number is revealed. After
+entering the :guilabel:`Destination`, a specific time frame can be selected by sliding the
+:guilabel:`seconds bar` to the desired ring time.
+
+Additional :guilabel:`Destinations` can be added on with different ring times.
+
+.. note::
+   Ring times can be staggered, so the call is forwarded to another user after the first user does
+   not pick up the call. The option to :guilabel:`Send to voicemail as a last resort` is available
+   to the administrator, should the :guilabel:`Destinations` not pick up.
+
+Under the :guilabel:`Forwarding on busy` field, an administrator can :guilabel:`Add a destination`.
+When clicked, they can then set the :guilabel:`Destination` (user) and time frame. Should the
+original user's :abbr:`VoIP (Voice over Internet Protocol)` extension, or incoming number, be busy,
+the call is forwarded to the destination(s).
+
+.. image:: manage_users/forwardings-tab.png
+   :align: center
+   :alt: Manage forwarding calls to different users or phone numbers in the Forwardings tab.
+
+When the desired configurations are complete, click :guilabel:`Save`, then click :guilabel:`Apply
+changes` in the upper-right corner of the page.
+
+Follow Me tab
+-------------
+
+When the :guilabel:`Follow Me` option is selected, under the :guilabel:`Follow Me` tab of the
+:guilabel:`New user` form, no :menuselection:`Forwardings` can be made.
+
+Also, when the :guilabel:`Follow Me` option is selected, the :guilabel:`Add a destination` button
+can be selected to add users, or a destination phone number, to the original user's account. That
+way, these added numbers ring when a call is received.
+
+After entering the :guilabel:`Destination`, a specific time frame can be made by sliding the
+:guilabel:`seconds bar` to the desired ring time. Additional :guilabel:`Destinations` can be added
+with different ring times.
+
+.. note::
+   The original user's :abbr:`VoIP (Voice over Internet Protocol)` number does **not** ring with
+   this option selected. Ring times can also be staggered, so the call is forwarded to another user
+   after the first user does not pick up the call.
+
+.. image:: manage_users/follow-me-tab.png
+   :align: center
+   :alt: Ring destinations like different users or phone numbers from the Follow Me tab.
+
+.. important::
+   The Odoo mobile app, or another :abbr:`SIP (Session Initiation Protocol)` mobile client, allows
+   for simultaneous ringing of the user's extension or incoming number. For more information, visit
+   the :doc:`VoIP Mobile Integrations <../devices_integrations>` documentation.
+
+Once all desired configurations are complete, click :guilabel:`Save`, then click :guilabel:`Apply
+changes` in the upper-right corner.
+
+Keys tab
+--------
+
+Under the :guilabel:`Keys` tab of the :guilabel:`New user` form, speed dial actions for the user can
+be configured. Some more advanced options are available, as well.
+
+The following options are available to set to numerical values `1-20`.
+
+These actions can be set on each number:
+
+- :guilabel:`Not configured`: the default action, which is nothing.
+- :guilabel:`BLF (Busy lamp fields)`: this action shows the status of other users' phones connected
+  to the Axivox phone system. This is primarily used on a desk-phone.
+- :guilabel:`Quick Call`: this action allows for a speed-dial of an external number.
+- :guilabel:`Line`: this action allows the user to call another user.
+- :guilabel:`Switch`: this action allows the user to switch between calls from a desk-phone.
+- :guilabel:`Pickup`: this action allows the user to pick up an incoming call from a desk-phone.
+
+.. image:: manage_users/user-keys.png
+   :align: center
+   :alt: Manage user page with Keys tab highlighted and number 2 key drop-down menu selected (with
+         highlight)
+
+Once all the desired configurations are complete, click :guilabel:`Save`, then click
+:guilabel:`Apply changes` in the upper-right corner.
+
+.. important::
+   Many of the preceding options have secondary options available, as well, that can be used to link
+   a user, or external phone number. These **must** be filled out in conjunction with the initial
+   action.
+
+.. note::
+   The :guilabel:`Number of keys` field can be changed by entering in the desired numerical value in
+   the :guilabel:`Number of keys` field, located at the top of the :guilabel:`Keys` tab of the
+   :guilabel:`New user` form.
+
+SIP Identifiers tab
+-------------------
+
+*SIP*, which stands for Session Initiation Protocol telephony, allows one to make and receive calls
+through an internet connection. The :guilabel:`SIP Identifiers` tab on the :guilabel:`New user`
+form, contains credentials needed to configure Axivox users in Odoo and/or a different :abbr:`SIP
+(Session Initiation Protocol)` mobile client.
+
+.. seealso::
+   See the documentation on configuring Axivox, using the SIP identifiers:
+
+   - :doc:`Use VoIP services in Odoo with Axivox <axivox_config>`
+   - :doc:`Axivox Mobile Integrations <../devices_integrations>`
+
+Under the :guilabel:`SIP Identifiers` tab, the :guilabel:`SIP username` field represents the user's
+information that was entered in the :guilabel:`Extension` field, under the :guilabel:`General` tab.
+
+The :guilabel:`Domain` field is assigned to the company by the Axivox representative.
+
+The value in the :guilabel:`SIP Password` field is unique for every Axivox user. This value is used
+to sign into Axivox on Odoo, and for any mobile :abbr:`SIP (Session Initiation Protocol)` clients.
+
+.. image:: manage_users/sip-identifiers-tab.png
+   :align: center
+   :alt: Important credentials used for external configurations of Axivox VoIP.
+
+The value listed in the :guilabel:`Address of the proxy server` field is typically:
+`pabx.axivox.com`, but is subject to change by Axivox, so be sure to check the :guilabel:`SIP
+Identifiers` tab for the most accurate value.
+
+Once all desired configurations have been made, click :guilabel:`Save`, then click :guilabel:`Apply
+changes` in the upper-right corner.
+
+Permissions tab
+---------------
+
+Under the :guilabel:`Permissions` tab of a :guilabel:`New user` form, a :guilabel:`Username` and
+:guilabel:`Password` can be entered for the user.
+
+Beneath those fields, the following permissions can be granted to Axivox users for portal access:
+
+- :guilabel:`User portal access`
+- :guilabel:`User management`
+- :guilabel:`Administrator access`
+- :guilabel:`Phone management`
+- :guilabel:`User group management`
+- :guilabel:`Phone number management`
+- :guilabel:`Dial plan management`
+- :guilabel:`Pickup group management`
+- :guilabel:`Switch management`
+- :guilabel:`Conference management`
+- :guilabel:`Queue management`
+- :guilabel:`Voicemail management`
+- :guilabel:`Audio messages management`
+- :guilabel:`Music on hold management`
+- :guilabel:`Directory management`
+- :guilabel:`Call list`
+- :guilabel:`Connected user list`
+- :guilabel:`Global settings`
+- :guilabel:`Apply changes button`
+- :guilabel:`Invoice download`
+- :guilabel:`Invoice details`
+- :guilabel:`Blacklist management`
+- :guilabel:`Conference participant management`
+
+To access credentials for the Axivox user portal, navigate to the top of the
+:menuselection:`Permissions` tab. Then, copy the :guilabel:`Username`, and enter the correct
+:guilabel:`Password` for the individual user. There is a minimum of 8 characters for a user
+password.
+
+.. note::
+   These are the same permissions granted to the Axivox administrator that are listed in the menu on
+   the left in the Axivox management console. Should a selection state :guilabel:`No`, or
+   :guilabel:`No access`, then the menu option does **not** populate for the user.
+
+Once all the desired configurations are complete, click :guilabel:`Save`, then click
+:guilabel:`Apply changes` in the upper-right corner.
+
+Upon finishing the setup for a new user, an :ref:`voip/axivox/incoming_number` can be linked.
+
+.. image:: manage_users/user-permissions.png
+   :align: center
+   :alt: Manage a user page, with the permissions tab highlighted, along with the first permission
+         highlighted indicating a no selection.
+
+.. _voip/axivox/user_groups:
+
+User groups
+===========
+
+A user group is a grouping of Axivox users that can be linked to a queue for call center
+capability.
+
+To begin using user groups, navigate to `https://manage.axivox.com <https://manage.axivox.com>`_.
+
+Then, log in with the appropriate administrator credentials. From the menu on the left of the Axivox
+administrative panel, click into :guilabel:`User Groups`.
+
+To add a user group from the :guilabel:`User Groups` page, click :guilabel:`Add a group`.
+
+Next, name the group, by entering text into the :guilabel:`Name` field. Then, add a member to the
+group by typing the first few letters of the user's name into the :guilabel:`Members` field. The
+user populates in a drop-down menu below the field. Then, click on the desired user, and they are
+added to the user group.
+
+Repeat this process to add more users to the group.
+
+Once all desired configurations are complete, click :guilabel:`Save`, then click :guilabel:`Apply
+changes` in the upper-right corner.

content/applications/general/voip/axivox/vm_audio_messages.rst

@@ -0,0 +1,263 @@
+=============================
+Voicemails and audio messages
+=============================
+
+.. _axivox_admin: https://manage.axivox.com/
+
+Managing voicemail is an important part of any business. A company needs to access their messages
+with ease, and stay on top of any missed calls. Recording audio messages, like thanking a caller for
+reaching out, or directing them to the right extension, is also a great way to personalize the
+business interaction, and set the tone with the customer.
+
+This document covers the configuration of both voicemail and audio messages in the Axivox
+administrative portal.
+
+.. _voip/axivox/global_language:
+
+Set global language
+===================
+
+To start using voicemails and audio messages with Axivox, the global language should be set in the
+Axivox admin portal settings. To do that, navigate to `manage.axivox.com <axivox_admin_>`_. After
+logging into the portal, go to :menuselection:`Settings --> Global language (e.g.: voicemail
+messages,...)`.
+
+From here, set the language to either: :guilabel:`Francais`, :guilabel:`English`,
+:guilabel:`Espanol`, or :guilabel:`Deutsch`.
+
+Then, click :guilabel:`Save`, followed by :guilabel:`Apply changes` in the upper-right corner of the
+:guilabel:`General Settings` page to implement the change into production.
+
+.. _voip/axivox/activate_voicemail:
+
+Activate voicemail
+==================
+
+In order for a user to utilize voicemail in Axivox, the voicemail feature **must** be turned on in
+the Axivox administrative portal. To begin using voicemail with a user, navigate to
+`manage.axivox.com <axivox_admin_>`_. Then, log in with the appropriate administrator credentials.
+
+On the left menu of the Axivox administrative panel, click into :guilabel:`Users`.
+
+Then, click into the specific user the voicemail should be activated for. Under the section marked,
+:guilabel:`Voicemail`, open the drop-down menu, and click on :guilabel:`Yes`.
+
+Lastly, :guilabel:`Save` the change, then click :guilabel:`Apply changes` in the upper-right corner
+of the screen.
+
+Voicemail
+=========
+
+The next step is to set up the individual voicemail boxes on the Axivox administrative portal. To
+access the portal, visit `manage.axivox.com <axivox_admin_>`_ and log in. Then, navigate to
+:menuselection:`Voicemails`, located in the menu on the left.
+
+If the voicemail option was activated in the user profile, using this process
+:ref:`voip/axivox/activate_voicemail`, then a voicemail is automatically created on the
+:guilabel:`Voicemails` page.
+
+.. tip::
+   It should be noted that some of the administrative portal language is in French, as Axivox is a
+   Belgian company. The global language is still set to one of the four options as seen here:
+   :ref:`voip/axivox/global_language`.
+
+Manually create voicemail
+-------------------------
+
+To manually create a new voicemail box, click :guilabel:`Add a voicemail` on the
+:guilabel:`Voicemails` page. Or, edit an existing voicemail box, by clicking :guilabel:`Edit` to the
+far-right of an existing voicemail box on the :guilabel:`Voicemails` page.
+
+.. example::
+   Suppose a sales or support team needs a general voicemail box. The voicemail would need to be
+   created manually, and attached to an incoming number.
+
+The new, manually-created voicemail box should be attached to an incoming number, so it can receive
+messages. To do so, navigate to :menuselection:`Incoming numbers`, located in the menu on the left.
+Then, click :guilabel:`Edit` to the far-right of the specific number the voicemail should be linked
+to.
+
+In the :guilabel:`Destination type for voice call` field, click the drop-down menu, and select
+:guilabel:`Voicemail`. Then, open the drop-down menu on the next line labeled,
+:guilabel:`Voicemail`, and select the manually-created voicemail box.
+
+.. important::
+   If an incoming number is capable of receiving SMS/text messages, an additional field,
+   :guilabel:`Destination email address for Incoming SMS`, is present.
+
+   To determine whether an incoming number is capable of receiving SMS/text messages, click
+   :guilabel:`Incoming numbers` from the menu on the left, then check the :guilabel:`SMS compatible`
+   column for the incoming number.
+
+Then, if applicable, in the field labeled, :guilabel:`Destination email address for Incoming SMS`,
+enter an email to which incoming text messages sent to the incoming number can be received. Some
+incoming numbers (US +1) in Axivox are capable of receiving text messages from individuals and
+automated numbers.
+
+Should this field be left empty, the default destination address is used, instead (as previously set
+in the beginning of the process for manually creating a voicemail).
+
+Once all desired configurations are complete, click :guilabel:`Save`, then click :guilabel:`Apply
+changes` in the upper-right corner of the screen to implement the change into production.
+
+Notifications
+-------------
+
+Now, whenever a voicemail is received on any of the automatically pre-configured or manually-linked
+voicemail boxes, an email is sent to the user's email address, as listed in the
+:guilabel:`Voicemails` page, or in the user's Axivox profile.
+
+This information can be accessed by navigating to :menuselection:`Users` in the left menu, and
+clicking :guilabel:`Edit` next to the specific user in question.
+
+.. _voip/axivox/vm_forwarding:
+
+Forwarding to voicemail
+=======================
+
+In Axivox, there are also numerous forwarding settings for a user. To access these forwarding
+settings, go to `manage.axivox.com <axivox_admin_>`_ and log in.
+
+Next, navigate to :menuselection:`Users`, located in the menu on the left.
+
+From there, click into the specific user the forwarding should be added to. Then, open the
+:guilabel:`Forwardings` tab.
+
+If the user is busy on another call, or away from the phone, there is an option present in this tab
+to :guilabel:`Send to voicemail as a last resort`, located in the :guilabel:`Forwarding on no
+answer` and :guilabel:`Forwarding on busy` fields.
+
+.. image:: vm_audio_messages/forwardings.png
+   :align: center
+   :alt: Send to voicemail as a last resort options highlighted on the Forwardings tab of the user.
+
+If the :guilabel:`Send to voicemail as a last resort` box is ticked, when the forwarding actions
+stated in each section are not successful, the caller is routed to the voicemail set on the
+particular user.
+
+.. seealso::
+   For more information on forwarding and transfers, visit :ref:`voip/axivox/forwardings_tab`.
+
+When all the desired configurations are complete, click :guilabel:`Save`, then click
+:guilabel:`Apply changes` in the upper-right corner of the screen to implement the change.
+
+.. _voip/axivox/audio_messages:
+
+Audio messages
+==============
+
+It is possible to add audio messages *before* a customer's call is even taken, to inform them about
+the waiting time for deliveries, the availability of a product, or any other important promotional
+messages.
+
+To record an audio message in Axivox, navigate to `manage.axivox.com <axivox_admin_>`_ and log in.
+
+Next, click on :guilabel:`Audio messages` in the menu on the left. From the :guilabel:`Audio
+messages` page, click :guilabel:`Add a message`.
+
+Type in a :guilabel:`Name`, and click :guilabel:`Save`.
+
+Upon clicking :guilabel:`Save`, the browser redirects back to the main :guilabel:`Audio messages`
+page, where the newly-created message can be found on the list.
+
+There are two different ways to make the audio message. The user could either record the message
+over the phone, or type the message (in text), and select a computer-generated speaker to read the
+message.
+
+Record audio message
+--------------------
+
+To record an audio message over the phone, click the orange button labeled,
+:guilabel:`Record/Listen`, located to the right of the desired message on the list to record, on the
+:guilabel:`Audio messages` page.
+
+When clicked, a :guilabel:`Record / listen to a message` pop-up window appears. From here, the
+message is then recorded, via one of the extensions that is associated with the user. Under
+:guilabel:`Extension to use for message management` field, click the drop-down menu, and select the
+extension where Axivox should call to record the message.
+
+Then, click :guilabel:`OK` to begin the call.
+
+.. note::
+   The user **must** be active in the production database with :abbr:`VoIP (Voice over Internet
+   Protocol)` configured. To configure :abbr:`VoIP (Voice over Internet Protocol)` for a user, see
+   this documentation: :doc:`axivox_config`.
+
+Upon connecting to the Axivox audio recorder management line, a recorded French-speaking operator
+provides the following options:
+
+#. Press `1` to record a message.
+#. Press `2` to listen to the current message.
+
+Press either `1` or `2`, depending on whether or not there is already a message present in the
+system for this particular audio message that requires a review, before recording a new one.
+
+Record the new audio message after pressing `1`, then press `#` to end the recording.
+
+The French-speaking operator returns to the line presenting the first set of questions again:
+
+#. Press `1` to record a message.
+#. Press `2` to listen to the current message.
+
+Press `#` to end the call.
+
+Write audio message
+-------------------
+
+To type the message, and select a computerized speaker to say the text, navigate to the
+:menuselection:`Audio messages` in the menu on the left.
+
+From the :guilabel:`Audio messages` page, select the blue button labeled, :guilabel:`Text message`,
+next to the corresponding audio message :guilabel:`Name` that the message should be attached to.
+
+Doing so reveals a :guilabel:`Convert text to message` pop-up window.
+
+From the :guilabel:`Convert to text message` pop-up window, click the drop-down menu next to the
+field labeled, :guilabel:`Voice`, and select an option for the :guilabel:`Text` to be read in.
+
+After the :guilabel:`Voice` selection has been made, and the message has been written in the
+:guilabel:`Text` field, click :guilabel:`Generate` to process the audio file.
+
+The text is read in the same language it is written in the :guilabel:`Text` field. Should the
+language differ in the :guilabel:`Voice` field, then an accent is used by the computerized speaker.
+
+Finally, when these steps are complete, click :guilabel:`Save` to save the audio message.
+
+To implement the changes, click :guilabel:`Apply changes` in the upper-right corner of the screen.
+
+.. image:: vm_audio_messages/sample-message.png
+   :align: center
+   :alt:  Convert text to message window with voice, text, generate button and save highlighted.
+
+.. tip::
+   To set a greeting or audio message in a dial plan element double-click on the element. This could
+   be a :guilabel:`Play a file` element, or a :guilabel:`Menu` element, in which the caller should
+   encounter an urgent message, or a dial-by-number directory.
+
+   For more information on dial plans see this documentation: :doc:`dial_plan_basics` or
+   :doc:`dial_plan_advanced`.
+
+.. _voip/axivox/music_on_hold:
+
+Music on-hold
+=============
+
+Axivox has the option to add custom hold music to the call whenever a caller is waiting for their
+call to be answered. To add hold music to the Axivox administrative portal, navigate to the
+`manage.axivox.com <axivox_admin_>`_, and log in.
+
+Then, click on :guilabel:`Music on hold` from the menu on the left, and a :guilabel:`Change the
+music on hold` pop-up window appears.
+
+On the :guilabel:`Change the music on hold` pop-up window, click the :guilabel:`Choose File` button
+to select an MP3 (MPEG Audio Layer 3) or WAV (Waveform Audio File Format ) file to be uploaded.
+
+.. note::
+   Only :abbr:`MP3 (MPEG Audio Layer 3)` or :abbr:`WAV (Waveform Audio File Format)` files can be
+   uploaded to the Axivox administrative portal.
+
+Once the file is selected, the :guilabel:`Progression` bar shows an upload status. When this
+activity completes, the window can be closed, by clicking :guilabel:`Close`.
+
+When the desired changes are complete, click :guilabel:`Apply changes` in the upper-right corner of
+the screen.

content/applications/general/voip/devices_integrations.rst

@@ -0,0 +1,196 @@
+========================
+Devices and integrations
+========================
+
+:abbr:`VoIP (Voice over Internet Protocol)` can be used on many different devices, such as a
+computer, tablet, mobile phone, and many more. This is helpful in that it reduces costs, and
+employees can work from anywhere in the world, so long as they have a broadband internet connection.
+
+Odoo *VoIP* is SIP (Session Initiation Protocol) compatible, which means it can be used with *any*
+:abbr:`SIP (Session Initiation Protocol)` compatible application.
+
+This document covers the process of setting up Odoo *VoIP* across different devices and
+integrations.
+
+Odoo is fully-integrated with all Odoo apps, allowing users to click into any app, and schedule a
+call as an activity in the chatter.
+
+.. example::
+   For example, in the *CRM* app, a user can click into an opportunity, and click on
+   :guilabel:`Activities` in the chatter.
+
+   Next, they can choose :guilabel:`Call`, and under :guilabel:`Due Date`, they can select a date.
+
+   Once they click :guilabel:`Save`, an activity shows up in the chatter.
+
+   Should the :guilabel:`Due Date` be for today's date, the activity shows up in the :abbr:`VoIP
+   (Voice over Internet Protocol)` widget.
+
+   .. image:: devices_integrations/crm-voip-widget.png
+      :align: center
+      :alt: View of CRM leads and the option to schedule an activity for Odoo Discuss.
+
+Odoo VoIP (laptop/desktop computer)
+===================================
+
+The Odoo *VoIP* (Voice over Internet Protocol) module and widget can be used from any browser on a
+laptop or desktop device. Simply click on the :guilabel:`📞 (phone)` icon in the upper-right corner,
+while in the Odoo database, and the widget appears.
+
+.. seealso::
+   To see how to use the :abbr:`VoIP (Voice over Internet Protocol)` widget on a desktop/laptop
+   computer, check out this documentation: :doc:`voip_widget`.
+
+Odoo VoIP (tablet/mobile device)
+================================
+
+The Odoo *VoIP* app can be used on tablets and mobile phones, through the Odoo Android or Apple IOS
+applications. Additionally, a mobile web browser can be used to access the database.
+
+.. warning::
+   Odoo Android and Apple IOS applications are no longer being maintained by Odoo on the Android and
+   Apple portals. This means Odoo support only handles limited scopes of Odoo Android or Apple IOS
+   support tickets.
+
+.. important::
+   While outgoing calls can be placed using Odoo on a mobile device, be aware that Odoo is **not** a
+   full :abbr:`VoIP (Voice over Internet Protocol)` application, and does **not** ring on incoming
+   calls. If the user needs to be reachable on a mobile device at all times, an app, like Zoiper,
+   should be used. Apps like that stay connected in the background at all times.
+
+   For more information, see this documentation: :ref:`voip/zoiper`.
+
+While in the mobile application on a mobile device/tablet, access the Odoo *VoIP* widget, by tapping
+on the :guilabel:`📞 (phone)` icon in the upper-right corner. The widget appears in the lower-left
+corner.
+
+When first making a call from the tablet using the mobile application, the user is prompted to
+:guilabel:`Allow` the database to use the microphone. Click :guilabel:`Allow` when prompted to
+continue with the call using the microphone.
+
+This step is **necessary**, whether using the mobile Odoo application or web browser.
+
+.. image:: devices_integrations/allow-mic.png
+   :align: center
+   :alt: Allow the database to access the microphone.
+
+Odoo then asks how to make the call. The two options are : :guilabel:`VOIP` or :guilabel:`Phone`
+(should the tablet be enabled for calling). Click the box next to :guilabel:`Remember ?` should this
+decision be the default moving forward.
+
+.. image:: devices_integrations/voip-phone.png
+   :align: center
+   :alt: Window prompt to choose whether to use VOIP or the devices phone to make the call.
+
+Here is the layout of what the Odoo *VoIP* app looks like on a mobile device:
+
+.. image:: devices_integrations/voip-odoo-dashboard.png
+   :align: center
+   :alt: Layout of what the VoIP app looks like on the a mobile device.
+
+.. _voip/zoiper:
+
+Zoiper Lite
+===========
+
+*Zoiper Lite* is a free :abbr:`VoIP (Voice over Internet Protocol)` :abbr:`SIP (Session Initiation
+Protocol)` dialer with voice and video.
+
+To start using the *Zoiper* app, download it to the device, via the `Zoiper download page
+<https://www.zoiper.com/en/voip-softphone/download/current>`_.
+
+A mobile device is the most common installation, and this document covers how to set up on the
+*Zoiper* IOS application. Screenshots and steps may differ depending on the set up conditions.
+
+After installing the *Zoiper* application on the mobile phone, open the application, and tap on
+:guilabel:`Settings`. Navigate to :menuselection:`Accounts`, and tap on the :guilabel:`+ (plus)`
+icon to add an account.
+
+If the :abbr:`VoIP (Voice over Internet Protocol)` account is already set up, then click
+:guilabel:`Yes`. This means an account username and password has already been produced.
+
+.. image:: devices_integrations/account-settings-zoiper-group.png
+   :align: center
+   :alt: Zoiper account setup, shown in the view from a mobile device.
+
+Next, tap on :guilabel:`Select a provider`. On the screen that populates, tap :guilabel:`Country`,
+in the upper-right corner, to narrow the providers down to a specific country. Choose the country
+for the provider that is being configured, then find the :guilabel:`Provider`, and select it.
+
+.. example::
+   If the provider being configured is *Axivox*, then select :guilabel:`Belgium`. Then, choose
+   :guilabel:`Axivox` as the provider.
+
+.. image:: devices_integrations/provider-zoiper-odoo.png
+   :align: center
+   :alt: Zoiper account setup, choosing the provider.
+
+Under :abbr:`SIP (Session Initiation Protocol)` options, enter the :guilabel:`Account name`,
+:guilabel:`Domain`, :guilabel:`Username`, and :guilabel:`Password`. All this information varies,
+based on the account.
+
+.. tip::
+   To access this information, via the *Axivox* portal, navigate to :menuselection:`Users --> Choose
+   user --> Edit --> SIP Identifiers tab`. The :guilabel:`SIP username`, :guilabel:`Domain`,
+   :guilabel:`SIP password`, and :guilabel:`Address of the proxy server` are all present in this
+   tab.
+
+.. list-table::
+   :header-rows: 1
+
+   * - Zoiper Field
+     - Axivox Field
+   * - Account name
+     - *Can be anything*
+   * - Domain
+     - Domain
+   * - Username
+     - SIP username
+   * - Password
+     - SIP password
+
+Once this account information is entered, click the green :guilabel:`Register` button at the top of
+the screen. Once the registration information is checked, *Zoiper* populates a message, stating
+:guilabel:`Registration Status: OK`.
+
+At this point, *Zoiper* is now set up to make phone calls using the :abbr:`VoIP (Voice over Internet
+Protocol)` service.
+
+.. image:: devices_integrations/sip-options-zoiper.png
+   :align: center
+   :alt: Zoiper account setup, registration successful.
+
+Linphone
+========
+
+*Linphone* is an open-source :abbr:`VoIP (Voice over Internet Protocol)` :abbr:`SIP (Session
+Initiation Protocol)` softphone, used for voice, video, messaging (group and individual), as well as
+conference calls.
+
+To start using the *Linphone* app, download it to the device, via the `Linphone download page
+<https://new.linphone.org/technical-corner/linphone?qt-technical_corner=2#qt-technical_corner>`_.
+
+A mobile device is the most common installation, and this document covers how to set up the
+*Linphone* IOS application. Screenshots and steps may differ depending on the circumstances.
+
+To begin configuring *Linphone* for use with a :abbr:`SIP (Session Initiation Protocol)` provider,
+first open *Linphone*, and an assistant screen appears.
+
+From this screen, select :guilabel:`Use SIP Account`. Then, on the following screen, enter the
+:guilabel:`Username`, :guilabel:`Password`, :guilabel:`Domain`, and :guilabel:`Display Name`. Once
+complete, press :guilabel:`Login`.
+
+At this point, *Linphone* is ready to start making calls, once there is a green button at the top of
+the application screen that reads, :guilabel:`Connected`.
+
+.. image:: devices_integrations/linphone-odoo-setup.png
+   :align: center
+   :alt: Linphone account setup, registration successful.
+
+.. tip::
+   *Linphone* makes a variety of applications for mobile and desktop devices in operating systems,
+   such as Windows, Linux, Apple, and Android. Because *Linphone* is an open-source project, many
+   new updates are released on a regular basis.
+
+   See `Linphone's wiki-documentation page
+   <https://wiki.linphone.org/xwiki/wiki/public/view/Linphone/>`_.

content/applications/general/voip/transfer_forward.rst

@@ -0,0 +1,147 @@
+==========================================
+Make, receive, transfer, and forward calls
+==========================================
+
+Calling prospective clients, customers, or colleagues is an essential part of any business. A
+company also needs to be available when customers call, in order to build trust and make
+connections.
+
+This document covers how to make, receive, transfer, and forward calls with Odoo *VoIP*.
+
+Make calls
+==========
+
+Starting on the Odoo dashboard, a call can be made by opening the phone widget in the the
+upper-right corner, which is represented by a :guilabel:`📞 (phone)` icon.
+
+Then, a user can click on the :guilabel:`Contacts` tab, and click into any contact in the database
+to make a call.
+
+Additionally, one can also use the :guilabel:`Search bar` in the :guilabel:`VOIP` pop-up window to
+find any desired contact.
+
+.. image:: transfer_forward/widget-operation.png
+   :align: center
+   :alt: Using the VoIP phone widget to make calls.
+
+To manually make a call, click the :guilabel:`⌨️ (keyboard)` icon, and proceed to manually key in
+the desired number. Do not forget to lead with the :guilabel:`+ (plus)` icon, followed by the
+international country code.
+
+.. example::
+   For the United States of America, the country code and :guilabel:`+ (plus)` icon, would look like
+   this: `+1`. If one were to dial Belgium, the number would be prefixed by `+32`, and for Great
+   Britain it would be `+44`.
+
+After entering the full number, with the required :guilabel:`+ (plus)` icon prefix and country code,
+click the green :guilabel:`📞 (phone)` icon to start the call. When finished, click the red
+:guilabel:`📞 (phone)` icon to end the call.
+
+.. image:: transfer_forward/manual-call.png
+   :align: center
+   :alt: Using the VoIP phone widget to make calls.
+
+Receive calls
+=============
+
+An incoming call automatically opens the *VoIP* widget, when a user is using the Odoo database.
+Should the database be open in another tab, a sound plays (the sound **must** be activated on the
+device).
+
+Once back to the tab, the calling screen of the *VoIP* phone widget appears.
+
+Click the green :guilabel:`📞 (phone)` icon to pick up the call, or the red :guilabel:`📞 (phone)`
+icon to reject the call.
+
+.. image:: transfer_forward/incoming-call.png
+   :align: center
+   :alt: Incoming call on the VoIP widget, with the call answer and call reject buttons highlighted.
+
+Add to call queue
+=================
+
+All the contacts and customers that need to be called can be seen in one place with the Odoo *VoIP*
+phone widget, under the :guilabel:`Next activities` tab.
+
+.. image:: transfer_forward/next-activities.png
+   :align: center
+   :alt: VoIP widget with next activities highlighted, showing tasks below.
+
+To add a call to the :guilabel:`Next activities` tab, click the green :guilabel:`📞 (phone)` icon,
+while in kanban view of the *CRM* application.
+
+To remove them from the call queue, hover over the opportunity that has a call scheduled, and click
+the red :guilabel:`📞 (phone)` icon that appears with the :guilabel:`- (minus)` icon.
+
+When navigating back to the *VoIP* phone widget, **only** the calls that are scheduled immediately
+for that day appear in the queue under the :guilabel:`Next Activities` tab of the *VoIP* pop-up
+widget.
+
+.. image:: transfer_forward/add-call-queue.png
+   :align: center
+   :alt: Adding a call to the next activities tab in the VoIP phone widget.
+
+The :guilabel:`Next Activities` tab of the *VoIP* phone widget is integrated with the following Odoo
+apps: *CRM*, *Project*, and *Helpdesk*.
+
+A call can be added in the chatter of records within those applications.
+
+To manually add a call, via the chatter, click :guilabel:`Activities` (next to the :guilabel:`🕗
+(clock)` icon). Under :guilabel:`Activity Type`, select :guilabel:`Call` from the drop-down menu
+that appears.
+
+Next, set a :guilabel:`Due Date`, and add a :guilabel:`Summary`.
+
+Lastly, change the :guilabel:`Assigned to` field to the person that should make the call. Whomever
+is set in this last field (:guilabel:`Assigned to`) has this call show up in their :guilabel:`Next
+Activities` call queue in the Odoo *VoIP* phone widget.
+
+.. important::
+   Only calls for the immediate day (today's date) appear in the :guilabel:`Next Activities` tab of
+   the *VoIP* phone widget for that specific user.
+
+If specified, click :guilabel:`Save` or :guilabel:`Open Calendar` to complete the scheduling of the
+call.
+
+Transfer calls
+==============
+
+A call can be transferred from one user to another in the Odoo *VoIP* phone widget. However, this
+can **only** occur after speaking to the caller first. Without picking up the call in the Odoo
+*VoIP* phone widget, the only way to transfer a call is automatically though the provider
+console/portal.
+
+.. seealso::
+   For more information on transfers, visit :ref:`voip/axivox/forwardings_tab`.
+
+To transfer a call within the Odoo *VoIP* phone widget, first, answer the call using the green
+:guilabel:`📞 (phone)` icon.
+
+Once the incoming call is answered, click the :guilabel:`↔ (left-right arrow)` icon. Then, enter the
+extension of the user the call should be forwarded to. Finally, click :guilabel:`Transfer` to route
+the call to that phone number.
+
+.. tip::
+   To find the extension for a user, consult the :abbr:`VoIP (Voice over Internet Protocol)`
+   administrator, or, if the user has *Settings* access rights to *Administration*, navigate to
+   :menuselection:`Settings App --> Manage Users --> Select the user --> Preferences --> VOIP -->
+   VoIP username / Extension number`.
+
+   For more information on access rights, visit: :doc:`../users/access_rights`.
+
+.. image:: transfer_forward/transfer.png
+   :align: center
+   :alt: Transferring a call within the phone widget, with the transfer buttons highlighted.
+
+Forward calls
+=============
+
+To forward a call within the Odoo *VoIP* phone widget, first, answer the call using the green
+:guilabel:`📞 (phone)` icon. Once the incoming call is answered, click the :guilabel:`↔ (left-right
+arrow)` icon.
+
+Then, enter the full phone number of the user the call should be forwarded to. Finally, click
+:guilabel:`Transfer` to route the call to that phone number.
+
+.. seealso::
+   For more information on forwarding, visit :ref:`voip/axivox/forwardings_tab`.

content/applications/general/voip/voip_widget.rst

@@ -0,0 +1,111 @@
+===========
+VoIP widget
+===========
+
+The *VoIP* widget is an add-on made available to Odoo users through the *VoIP* module. It is used to
+incorporate virtual telephony into the database. The widget is the control center for making and
+managing calls in Odoo.
+
+Phone calls
+===========
+
+To make phone calls while in the Odoo database, click the :guilabel:`📞 (phone)` icon, located in
+the top navigation bar.
+
+When clicked, a :guilabel:`VOIP` pop-up widget appears in the lower-left corner of the Odoo
+database. The widget allows users to freely navigate throughout the database, while making and
+receiving calls.
+
+When receiving calls in Odoo, the :guilabel:`VOIP` widget rings,and displays a notification. To
+close the widget, click the :guilabel:`X (close)` icon in the upper-right of the widget's screen.
+
+.. note::
+   The :abbr:`VoIP (Voice over Internet Protocol)` number is the one provided by Axivox. It can be
+   accessed by navigating to `https://manage.axivox.com/ <https://manage.axivox.com/>`_. After
+   logging into the portal, go to :menuselection:`Users --> Outgoing number` (column).
+
+.. image:: voip_widget/call.png
+   :align: center
+   :alt: VoIP call in Odoo.
+
+Troubleshooting
+===============
+
+.. tip::
+   If a *Missing Parameter* error message appears in the Odoo *VoIP* widget, refresh the Odoo
+   window, and try again.
+
+   .. image:: voip_widget/missing-parameter.png
+      :align: center
+      :alt: "Missing Parameter" error message in the Odoo softphone.
+
+.. tip::
+   If an *Incorrect Number* error message appears in the Odoo *VoIP* widget, make sure to use the
+   international format, leading with the :guilabel:`+ (plus)` sign, followed by the international
+   country code.
+
+   (E.g., +16506913277, where `+1` is the international prefix for the United States.)
+
+   .. image:: voip_widget/incorrect-number.png
+      :align: center
+      :alt: "Incorrect Number" error message in the Odoo softphone.
+
+Tabs
+====
+
+In all, there are three tabs (:guilabel:`Recent`, :guilabel:`Next Activities`, and
+:guilabel:`Contacts`) present in the *VoIP* widget, which are used for managing calls and day-to-day
+activities in Odoo.
+
+Recent
+------
+
+Under the :guilabel:`Recent` tab of the *VoIP* widget, the call history for the user is available.
+This includes incoming and outgoing calls. Any number can be clicked to begin a call.
+
+Next activities
+---------------
+
+Under the :guilabel:`Next Activities` tab of the *VoIP* widget, a user can see any activities
+assigned to them, and which ones are due to be completed for the day.
+
+Click an activity from this tab to perform any actions including: Sending an email, accessing their
+contact, scheduling another activity, or accessing a linked record (such as a Sales Order,
+Lead/Opportunity, or Project Task).
+
+The user can also mark the activity as complete, edit the details of the activity, or cancel it.
+
+To call the customer related to a scheduled activity, click the :guilabel:`📞 (phone)` icon, or
+click the :guilabel:`⌨️ (keyboard)` icon to dial another number for the customer.
+
+.. image:: voip_widget/activity-widget.png
+   :align: center
+   :alt: Activity control center on the VoIP widget.
+
+Some other icons appear in the *VoIP* widget, categorized by two sections: :guilabel:`Document` and
+:guilabel:`Activity`.
+
+Under the :guilabel:`Document` section, from right to left:
+
+- :guilabel:`➣ (paper airplane)` icon: sends an email
+- :guilabel:`👤 (person icon)` icon: redirects to the contact card
+- :guilabel:`📄 (document)` icon: redirects to the attached record in Odoo
+- :guilabel:`🕓 (clock)` icon: schedule an activity
+
+Under the :guilabel:`Activity` section, from left to right:
+
+- :guilabel:`✔️ (checkmark)` icon: mark activity as done
+- :guilabel:`✏️ (pencil)` icon: edit the activity
+- :guilabel:`✖️ (cancel)` icon: cancel the activity
+
+Contacts
+--------
+
+Under the :guilabel:`Contacts` tab of the *VoIP* widget, a user can access a contact in the
+*Contacts* app.
+
+Any contact can easily be called by clicking into the contact from the *VoIP* widget's
+:guilabel:`Contacts` tab.
+
+A search feature is also available in the upper-right side of the widget, represented by a
+:guilabel:`🔍 (magnifying glass)` icon.