Access and Configure the GEM-PHONE

In this FAQ, we will cover the following topics:

1. Accessing GEM-PHONE

2. GEM-PHONE Dashboard Tools

2.1. Extensions

2.2. Departments

3. Configurations

3.1. Default Language

3.2. PBX Interactive Voice Response (IVR) Greeting

3.3. PBX Hold Music

3.4. PBX Fallback Number

3.5. Human Resources and Extension That Will Receive Calls

1. Accessing GEM-PHONE

For the phone icon to appear in the upper-right corner of the screen, between the Light / Dark and Open Chat icons, you must have access to the GEM-PHONE module. To begin setup, click the phone icon.

Please enter the following information:

• Country (Canada or United States)
• Area code (optional)

Next, click the green Enable phone system button.

The green button will show the word Processing and the following message will appear at the bottom of the window: “Searching for available numbers, creating the application, purchasing the number, and saving the configuration. This may take ~10 seconds…” 

GEM-PHONE will assign phone numbers and automatically create extensions for all users of this system.

2. GEM-PHONE Dashboard Tools

After enabling the phone system, a new window will appear each time you click the phone icon. This time, the window will display the following tabs:

• Extensions

• Departments

• Voicemails

• Call History

In addition, you'll find the phone number and extension at the bottom of the page.

Click the button next to the phone to open the dial pad. Buttons to clear everything or one number at a time will also appear.

When you make a call, a small window will appear in the upper-right corner of the screen, next to the phone icon. The window will display the name (if the client is registered in the system), the phone number, the hang-up button, and the dial pad.

Calls made and received will be displayed in the Call History tab. Click the green phone icon to return the call, or click the trash can icon to delete the call from your call history.

Voicemails received will be displayed in the Call History tab. You will also have the following options: 

• Listen to the message

• Download the audio as an MP3

• View the client list

• Return the call

• Delete the voicemail

2.1. Extensions

The first time you open the list of extensions—when you first access GEM-PHONE—the list will be generated by the system. You can make internal calls between users of the system by clicking the green phone icon.

The window with the call will appear, displaying the user's name and extension number.

2.2. Departments

To ensure the greeting message informs clients that there are different departments to which the call can be transferred directly, click the phone icon and select the Departments tab. Then, click +New Department.

Next, assign a name and extension number, then add the users who will receive the call to the new department. Click Save.

Once the department is fully configured, the following options will be available:

• Phone icon: Call the department directly;

• Pencil icon: Edit department information (name, extension, and users);

• Trash can: Delete the department.

For example, during the call, the message will be as follows: “Press 1 for Sales, 2 for Support, or hold until an agent is available.” The call will be visible only to the users selected in each department.

3. Configurations

Only users with administrator privileges can access the GEM-PHONE menu and make changes to the configurations (gear icon).

Note: All changes made in Configurations are saved automatically.

In the Configurations menu, you can customize the following information:

3.1. default language;

3.2. PBX interactive voice response (IVR) greeting;

3.3. PBX hold music;

3.4. PBX fallback message;

3.5. the human resource and extension that will receive calls.

3.1. Default Language

In the Configurations menu, select the language that the phone system will use when interacting with callers. This setting controls all automated voice prompts, including the welcome message, call transfer announcements (such as “connecting you to…”), and voicemail instructions. Choose the language that best matches your clients’’ needs. The available options are English (United States) (en-US), French (Canada) (fr-CA), French (France) (fr-FR), and Spanish (Mexico) (es-MX). 

Then, when the “PBX Ask for Language” option is enabled, the PBX prompts callers to select their preferred language before proceeding. Instead of immediately using the Interactive Voice Response (IVR) system’s default language, the caller hears a language selection menu (for example: “For English, press 1. For French, press 2.”). You can choose two languages from the four available:

• en-US (English - United States)
• fr-CA (French - Canada)
• fr-FR (French - France)
• es-MX (Spanish - Mexico)

In summary:

3.2. PBX Interactive Voice Response (IVR) Greeting

In the PBX Interactive Voice Response (IVR) Greeting, you will see the language option(s) you selected in the previous menu. In our example, we selected two options (the maximum possible). You will see the PBX IVR text label field, and the following buttons:

You can keep the same message in both languages and choose the same synthetic (AI) voice.

3.3. PBX Hold Music

In this section of the settings, you will find the following buttons:

3.4. PBX Fallback Number

This field can be used to specify the number to which calls will be forwarded when:

• the PBX is unavailable;
• no users are available;
• a system failure occurs.

3.5. Human Resources and Extension That Will Receive Calls

In this menu, you can also change users' extension numbers. The Receive Calls column lists the extensions that can receive calls. If, for various reasons, you do not want a user to receive calls, simply uncheck the option in the Receive Calls column.

When the Receive Calls option is checked for all users, as soon as a call is received, the system displays the call window for all users until one of them answers. In our example, Anne and Julia  received the call.

User 1

User 2