How can I configure a user?

Sign in at and go to the Users section. Click on Change next to the user that you would like to configure.

The following dialogue box will appear.

  • Account details.
    • Name.
      Shows first name, last name and title. Click on Change to change the name/title.
    • Location.
      Shows the user’s country and local telephone area code. Click on Change to change the location.
    • My phone numbers.
      Shows all phone numbers connected to the user including:
    • Local phone numbers
      Numbers anywhere in the world – assigned to the user.
    • Internal number.
      Shows the user’s extension number (internal telephone number). Click on Change to change the user’s extension.
    • Email.
      Shows the user’s email address(es) used for signing in, notifications etc.. Click on Change to change or add email addresses.
    • Password.
      Click on Change to change the user’s password.
    • Call thru.
      Shows the user’s credentials for accessing Call thru. Click on Change to change the user’s PIN for accessing Call thru.
  • Calls to….
    Shows how calls to the user will be handled first – and in case of no answer. Click on Change for more details and options.
  • Phones.
    Lists all regular phones (mobile phones etc.) and IP-phones that the user can answer calls at. If incoming calls are sent to the „User’s phones“, then all active phones in the list will start ringing.

    • Mobile phone.
      Multiple mobile phones and landline numbers can be added to the list.
    • IP phones.
      Shows if the user has any IP phones connected to the Sonetel phone system.. Click on View to see more details:
If you click on „view“, you will see the details of all IP-phones connected by the user, including type of phone, IP-address and time when the phone last registered with Sonetel.
  • User preferences.
    • When I call. Define what number (CLI) to show when the user makes a call. Click for more options
  • User type.
    Click on Change to change the privileges of the user from Regular user to Admin or vice versa. Only Admins can add users  and phone numbers and make payments.


 Changing the user’s name and location

If you click on Change next to the user’s name, in their settings, then you get this view.

  • First name.
    Enter your first name here.
  • Last name.
    Enter your last name here.
  • Title.
    Enter your work title, such as CEO or Account manager etc.
  • Country.
    Select your home country. Having the right country selected ensures that you can make calls within your country without first entering the country prefix.
  • Local area code.
    If you enter the local area code of the city where you live, you can call local numbers without dialing the area code. In some countries Local area codes are no longer used.


Changing the user’s extension



The extension is a 3-digit internal telephone number that allows users to have free voice/video calls with each other.

Calls are only free if the person making and answering the call uses an IP-telephony phone.

In most cases, the extension is nothing that you will need to bother about as it is more of an „old school“ feature used in the traditional PBX world.


Configuring how calls to the user should be connected

Each user has access to the same settings and can sign in at to make changes themselves.


The default behavior when there is a call to one of the user’s phone numbers is to:

  1. Make all the user’s phones (IP phones and mobile phone) ring at the same time.
  2. If the user does not answer, forward the call to their voice mail (voice mail is sent to the user’s email address)

You can however change this so that it works exactly as the user wants.


First do this


The following optional actions are available.

  1. Ring My phones.
    This is the standard option. It rings all the phones (that are not disabled) in the section My phones. This includes both IP-phones, mobile phones etc. They will ring for the time defined.
  2. Ring all my phones (even disabled).
    Makes all the user’s phones ring – even if you have marked them as „Disabled“ in the section My phones. They will ring for the time defined.
  3. Ring My IP phones.
    Makes only the user’s IP phones ring for the time defined.
  4. Ring [name of phone].
    If you have entered your mobile phone number among „My phones“ then it will appear here for selection.
  5. Forward calls to my voicemail.
    Sends calls right to the user’s voicemail-to-email box.
  6. Forward calls to a user.
    Allows you to select another user in the company to send the call to. The call will then be handled in accordance with that user’s settings.
  7. Forward calls to a phone number.
    Allows you to enter a regular phone number that the call should be sent to. It will be ringing for the time you define.
  8. Forward calls to a Voice app.
    Allows you to select a Voice response service of your company that calls should be sent to.
  9. Forward calls to a SIP address.
    Allows you to enter a SIP address such as that calls should ring at for the length of time you define.
  10. Disconnect.
    Plays the message „The person you are calling is currently not available. Please try again later“ and then hangs up the call.

Depending on the action selected, you will have different options appear.

  1. During XX seconds.
    Allows you to define how long it should be ringing, before the system should follow the instructions for „No answer“ (see below).
  2. Show the number….
    Allows you to select if you want to see the phone number of the caller – or the number they called on your phone.


If no answer


If the action defined in First do this leads to no answer, the system will handle the call as you define here.

The actions available in case of no answer are the same as in the First do this section (see above).

If there still is no answer (after this second attempt) the following message is played: „The person you are calling is currently not available. Please try again later“. The call is thereafter disconnected.

The CLI setting (what number to show) is inherited from the “First do this” setting. The timer settings are default until the ringing times out. i.e for calls to regular phone numbers it takes 40 seconds and for the IP phones it rings for 3 ring signals, 12 seconds.

To customize the voice email greeting message, the user can call *11 from the Sonetel iPhone or Android app or any IP-telephone.


User Preferences – selecting what number to show when calling

In the User settings, in the section „Alicia preferences“ (or whatever the first name of the user is) it is possible to click on Change, in order to define what phone number to show when the user makes calls.

  • None.
    The person you call will not see any phone number.
  • Automatic.
    The system will automatically use the best number available in the following order:

    1. Any local phone number assigned to the user that matches the country they are calling to.
    2. Any other local phone number assigned to the user
    3. Any local phone number owned by your company that matches the country the user is calling to.
    4. Any local phone number owned by your company.
    5. Other. Select among all phone numbers owned by your company.