Connecting the agent to a Movistar Fusión Digital phone system

The portal is at fusiondigital.movistar.es. You sign in with the MSxxxxxx user or the email given at installation, and the first password arrives by SMS on the admin mobile. You can also reach it from your Movistar customer area, in the Fusión block.

At the top you have Sedes, Gestiones, Contactos and Ayuda. Everything in this guide is under Sedes, inside your site.

Under «Líneas fijas de la sede» there is one card per line with the extension (the short number, like 2001), the name and the public number, the long nine-digit one.

The extension only exists inside the phone system. The public number can be dialled from outside, and it is the one the agent needs. If a card shows a forwarding icon in front of the extension, that line has a forward set right now.

Clicking a card shows the buttons Datos generales, Desvíos (forwarding), Buzón de voz (voicemail) and Llamadas recientes.

If the extension belongs to a hunt group, Extensión de grupo also appears. Inside you see the group, with a name like GS_ followed by digits, and its cabecera de grupo, which is the group’s number. A hunt group rings one person and, if nobody answers, the next.

Typically the main number is a fixed line with no handset, sometimes called cabecera, with a Siempre (always) forward to the hunt group’s extension.

To check, open the main number’s line and click Desvíos. If it says Siempre, A una extensión, with the group’s name, that is your setup. Take a screenshot of that screen before touching anything, since it is how you put it back.

The hunt group’s number, so calls ring in the same order as always, or an extension’s public number if the call must reach one specific person. Call that number from a mobile first and check it rings properly.

Never the main number. It will be forwarded to the agent, and the call would come straight back to it. And since a group takes time to move from one person to the next, raise the ring duration on that agent transfer, for example to 45 seconds.

First test the agent by calling the inbound line the panel gives you under Phone numbers. You have not touched anything at Movistar yet.

Then, in the portal, open the main number’s line, click Desvíos and, under Siempre, switch A una extensión to A otro número. Type the inbound line and click GUARDAR CAMBIOS. If you have a Fuera de horario (out of hours) forward, review it, because it overrides Siempre. Call the main number from a mobile and the agent should answer.

On the same Desvíos screen, set it back to Siempre, A una extensión, with the group’s one, as in your screenshot, and save. Everything goes back to how it was.

Leave the main number alone. In the hunt group, under Configuración y locuciones, the Desatendidas (unanswered) section has an Acción a realizar. Choose to send the call to another destination and enter the inbound line, and the agent only takes what nobody answers.

In that case the agent should not pass the call back to the group, which has already rung. Have it pass the call to an extension’s public number or take a message.

You do not need to set the days again. Open the line where your voicemail is today, or your hunt group, and go into Desvíos. Under Fuera de horario, in each forward you have (usually the weekly schedule and Vacaciones y festivos), switch the voicemail to A otro número, type the inbound line and save. The calendar stays the same, only where the call goes changes.

In the agent, set the business hours and tick on each transfer that it should not transfer outside business hours, so it does not try to pass you calls while you are closed. If you have the day and night mode that Movistar sets up, the Fuera de horario option does not show and only Movistar can change that destination, on 1489.

Their phone shows the inbound line, not the caller’s number. The agent tells them who is calling before connecting them.