Difference between revisions of "Training: Class of Service"

Revision as of 14:03, 11 December 2023

Class of Service (CoS) Training Module - IPitomy Communications

At IPitomy Communications, the Class of Service (CoS) feature is a fundamental aspect of our call management strategy. It allows for the customization of dialing permissions and call handling to suit specific operational needs. This training module provides comprehensive guidance on the effective utilization of CoS in various scenarios.

Introduction to Class of Service

Class of Service in IPitomy systems is a configuration of dialing permissions assigned to individual extensions. This feature enables the control of outbound routes for CoS members and can include restrictions on specific internal extensions, menus, groups, and conference rooms.

Usage examples

CoS for Different Physical Locations

In environments with multiple locations, each may require distinct e911 settings or local caller IDs. A unique CoS can be created for each location, encompassing all standard dialing routes and a custom 911 route that employs the location's registered e911 phone number, ensuring accurate information is relayed to emergency services.

Managing Dialing Permissions

CoS is instrumental in managing specific dialing permissions, such as restricting international calls. Different CoS categories can be created based on dialing permissions, where standard routes (7, 10, 11-digit dialing) are universally available, but access to international dialing is limited to authorized users.

Call Recording Management

CoS can also be used to manage call recording settings. Various user groups can have unique CoS settings, differentiating between routes set to record calls and those that are not, addressing both compliance and privacy concerns.

Internal Dialing Restrictions

Implementing internal dialing restrictions is a key application of CoS, exemplified in setups like a lobby courtesy phone. Such a CoS configuration would allow calls to internal menus or reception groups while barring all external dialing.

Shared Hosted Systems

In shared PBX environments, CoS ensures the segregation of different organizations. Each organization's CoS restricts dialing to their specific destinations, such as extensions, groups, and conferences, maintaining privacy and security in a shared system.

Action Items

Acquaintance with the CoS interface in the IPitomy system.
Understanding the specific communication needs of the organization or client for effective CoS customization.
Periodic review and update of CoS settings to reflect the changing needs of the organization.

Conclusion

Class of Service is a vital and versatile feature in IPitomy systems, offering precise control over call handling and permissions. Mastery and effective implementation of CoS are key to optimizing our communication solutions.

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-== Class of Service Introduction ==
+== Class of Service (CoS) Training Module - IPitomy Communications ==
-A class of service (CoS) is effectively a group of dialing permissions that can be applied to individual extensions. Primarily they manage which outbound routes can be dialed by members of that CoS, but restrictions can also be applied to allow/prevent calling specific extensions, menus, groups, and conferences internally as well.
+At IPitomy Communications, the Class of Service (CoS) feature is a fundamental aspect of our call management strategy. It allows for the customization of dialing permissions and call handling to suit specific operational needs. This training module provides comprehensive guidance on the effective utilization of CoS in various scenarios.
+==== Introduction to Class of Service ====
+Class of Service in IPitomy systems is a configuration of dialing permissions assigned to individual extensions. This feature enables the control of outbound routes for CoS members and can include restrictions on specific internal extensions, menus, groups, and conference rooms.
 [[File:CoS edit page.JPG|File:CoS edit page.JPG]]
 == Usage examples ==
-=== Different physical locations, need different e911 or local callerID ===
-In this situation, you might have groups of extensions that need to use a specific outbound callerID name or number that differs from what's set in their extensions callerID section, such as when calling 911.
-You can create a different class of service for each physical location, and add all the normal dialing routes since those don't need to be different, and create a custom 911 route for each physical location that disallows extension callerID override, instead specifying that location's e911 registered phone number, so that the correct address comes up on emergency services.
-=== Different permissions, such as restricting International dialing to a specific group of employees ===
-Here you might create different classes of users based on what they are and are not allowed to dial, such as international.  In this case, you might grant both classes of service all the standard routes, such as 7, 10, and 11 digit dialing, but ONLY add international dialing to the class of service that the authorized users will be using.
-=== Recording calls on some groups of employees but not everyone ===
+==== CoS for Different Physical Locations ====
+In environments with multiple locations, each may require distinct e911 settings or local caller IDs. A unique CoS can be created for each location, encompassing all standard dialing routes and a custom 911 route that employs the location's registered e911 phone number, ensuring accurate information is relayed to emergency services.
-Just like the previous example, you could create different classes of users, each with their own class of service, but unlike the other examples where you add the common routes used by everyone, you'd create new unique 7/10/11 digit routes for each class, one version set as being recorded, the other version set as NOT being recorded (under recording applications, by adding the recorded routes to the recording job).  This way, for example, standard outbound calls might be recorded, but management or executive calls can be excluded.  In each case, this avoids having users remember extra dialing codes to access the correct routes.
+==== Managing Dialing Permissions ====
+CoS is instrumental in managing specific dialing permissions, such as restricting international calls. Different CoS categories can be created based on dialing permissions, where standard routes (7, 10, 11-digit dialing) are universally available, but access to international dialing is limited to authorized users.
+==== Call Recording Management ====
+CoS can also be used to manage call recording settings. Various user groups can have unique CoS settings, differentiating between routes set to record calls and those that are not, addressing both compliance and privacy concerns.
-=== Internal dialing restrictions, such as for a lobby courtesy phone ===
+==== Internal Dialing Restrictions ====
+Implementing internal dialing restrictions is a key application of CoS, exemplified in setups like a lobby courtesy phone. Such a CoS configuration would allow calls to internal menus or reception groups while barring all external dialing.
-A great use of internal dialing restrictions comes from the idea of a lobby courtesy phone, with a printed list of permissible destinations that can be dialed, for when someone isn't available to greet visitors in person, for example.  You might have it able to dial a menu with some easy options, or dial a "reception" ring group that calls various users able to help the guest, or whatever else might be suitable for the organization's needs, but not let it call outside numbers at all, by not including any routes.
+==== Shared Hosted Systems ====
+In shared PBX environments, CoS ensures the segregation of different organizations. Each organization's CoS restricts dialing to their specific destinations, such as extensions, groups, and conferences, maintaining privacy and security in a shared system.
+==== Action Items ====
-=== Shared hosted systems ===
+* Acquaintance with the CoS interface in the IPitomy system.
+* Understanding the specific communication needs of the organization or client for effective CoS customization.
+* Periodic review and update of CoS settings to reflect the changing needs of the organization.
-A single PBX can also be a shared host to multiple different organizations who do not interact with each other.  These separate organizations can be effectively sandboxed and kept apart through the use of organization-wide classes of service.  For these, you would not only create separate routes as necessary, but also restrict ALL internal dialing to destinations "owned" by that organization, such as extensions, groups, menus, and conferences.  Under the Dialable Extensions box where they are selected as restricted, there is a checkbox for "apply class of service on save".  This applies this class of service to each of the extensions selected as allowed to be dialed, making it easier to quickly apply the class to all the extensions of an organization rather than editing each one by one.
+==== Conclusion ====
+Class of Service is a vital and versatile feature in IPitomy systems, offering precise control over call handling and permissions. Mastery and effective implementation of CoS are key to optimizing our communication solutions.
 [[Category:Training]]