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9bx user guide

PBX & Call Center

Advanced features

Blocked numbers, conference rooms, paging and hot desking, and feature codes and security.

Contents

All four pages are under Phone → Advanced and need the matching permission (Blocked numbers, Conference rooms, Paging groups / Hot desk, Phone system settings).

Blocked numbers

What it is for: refuse spam callers, and stop anyone dialling numbers they must not call.

Where: Advanced → Blocked numbers

Item Meaning
Block a number Add a number. Match: Exact number or Starts with (a prefix). Any number format works.
What to block Incoming, Outgoing or Both ways.
What the caller gets Busy, Number not reachable or Drop silently.
Reason A note for your team.
List Number, Blocks, Caller gets, Blocked calls and last hit, Added by. Filter by Stops callers, Stops dialling, Both ways only.
Unblock Removes it after confirmation.

Blocking applies before everything else. Extensions that dial a blocked number get "403 Forbidden"; an extension can be exempted in its call settings. Every block is logged. You can also block a number from a row in Call history.

Task, block a spam caller: press Block a number, enter the number, choose Exact number, Incoming, Busy, add a reason and save.

Conference rooms

What it is for: dial-in rooms where several people talk on one call.

Where: Advanced → Conference rooms. Plans may limit rooms ("N of M rooms used").

Item Meaning
Add room Room number, Maximum people, Member PIN, Moderator PIN, Mute people when they join, Wait for a moderator, Room is on. If Wait for a moderator is on, set a moderator PIN, otherwise nobody can start the room.
Live tab Participants with name, time in the room, Talking or Muted. Buttons: Mute / Unmute, Remove from room, Lock / Unlock the room (nobody else can join).
History tab Past sessions with who joined and left, a Timeline, and Export as CSV.

Task, host a team call: press Add room, set number 800 and a member PIN, save. Share "dial 800, PIN 4321". Open the Live tab to mute or remove people.

Paging and hot desking

Where: Advanced → Paging & hot desk, two tabs.

Paging groups: dial the group's number to speak to every phone in it. Phones answer on the speaker by themselves; nobody can talk back. Fields: Number (2 to 10 digits, unique), Members (the phones paged), Who may page, Paging group on.

Hot desking: lets staff log in to any shared desk phone and take their own extension with them.

Item Meaning
List Each desk phone with Hot desk On/Off, Logged in now, Own line. Filters: All phones, Hot desk on, Someone logged in.
Log someone in Choose an extension; the phone restarts on that line. If the extension is logged in elsewhere, that login ends.
Log out The phone returns to its own line.
Login history Who logged in or out, how and why (phone, auto-logout, replaced, panel, hot desking switched off).
Auto-logout Log everyone out at a time each day, or Never log out automatically.

Hot desking needs IP desk phones (see Phone devices).

Feature codes and security

Where: Advanced → Feature codes & security. Save or Discard changes at the top. Sections:

Section What you set
Feature codes Star codes dialled from a phone: Check voicemail, Check any mailbox, Forward all calls on/off, Do not disturb on/off, Call waiting on/off, Park a call (slots shown), Group pickup (*8), Directed pickup, Echo test, Queue log in / out, Queue break on / off, Intercom, Hot desk log in/out. Each code can be changed or reset to default.
Toll-fraud protection Daily caps for international Calls per day and Minutes per day, and Alert emails. Without caps a stolen password can run up a large bill.
Caller name Add a company or client tag to the caller name shown on phones.
Music on hold Default music on hold.
Queue break reasons The reasons agents can pick when pausing.
Call wrap-up Ask agents for a wrap-up: Off, Optional or Required, with a Longest hold.
Call recovery Keep the caller waiting after an agent's page reloads, Waiting time, Resume automatically, and If the agent does not come back: Agent's voicemail, A queue or Hang up.
Call recordings Keep recordings for N days or forever (your plan sets the maximum). Calls on legal hold are never removed; removal runs every night.
After-call survey The Question, Intro and Thank you prompts shared by all queues, and IVR menus that ask.
Outside-call guard and emergency numbers Outside call minutes per hour limit, Emergency numbers that are always callable, Allow international calls.
Consent announcement The message played before ringing on numbers that turn it on, for example "This call may be recorded".

Example scenario

Padma Net Support sets international calls to 10 per day and 30 minutes per day with alerts to the IT manager, blocks a known robocall prefix 0900 for both directions, creates conference room 800 for the Monday meeting, and turns on hot desking for the three shared reception phones.

Tips

  • Set the international caps before opening international routes.
  • Choose Required wrap-up only where it matters; it holds new calls briefly.
  • Give moderators a different PIN from members.

Troubleshooting

Problem Fix
"Your plan's room limit is reached." Delete a room or upgrade.
Nobody can start a conference Wait for a moderator is on but no moderator PIN is set.
Hot desk login does nothing The phone must have hot desking on and be online; it restarts within a moment.
A feature code does not work Check the code under Feature codes; some can be switched off.