PBX Admin Manual

PBX Admin Manual Page 1 of 63

IP-PBX Administrator Manual

Version 20110318

Table of Contents

Table of Contents.................................. ............ 1 Your IP-PBX ........................................ .............. 3 Who Should Read this Manual ........................ . 3 PBX Basic Features ................................. ......... 3 PBX Optional Features .............................. ....... 3 Terminology ........................................ .............. 4

User Account .................................................. 4 Extension........................................................ 4 Device Lines ................................................... 4 Phone Numbers (TNs, DIDs, & TFNs) ............. 4

Browsing the PBX Admin UI.......................... ... 4 Quickly Add a New User ............................. ...... 4 Login to the AVCP .................................. .......... 5 AVCP – System Management Tab.................... 6 General Page....................................... .............. 7

General Actions .............................................. 8 Manage General Options ................................ 8 PBX Options ................................................... 8 User Default Options....................................... 8 Manage PBX Numbers Pages......................... 8 Add a New Main Number to the PBX............... 9 Set a Main Number as Default Caller ID .......... 9 Free a Main Number ..................................... 10 Manage Music on Hold Recordings ............... 11 Add a Recording ........................................... 11 Change Play Order ....................................... 11 Review Recordings ....................................... 11 Add Speed Dials ........................................... 12 Manage Device Config .................................. 12

Divisions .......................................... ............... 13 911 Locations Pages................................ ....... 14

Add a New 911 Location ............................... 14 Edit a 911 Location Address.......................... 14 Delete a 911 Location ................................... 15 Link a 911 Location with your Users .............. 15

Numbers Pages...................................... ......... 17 Search for Numbers ...................................... 17 Attach Available Number to User Account ..... 18 Free or Quarantine a Taken Number ............. 20

Devices Pages...................................... ........... 21 Search for Devices........................................ 21 Add a Device ................................................ 22 Manage Device Lines.................................... 26 Add Device Lines .......................................... 26 Modify a Device Line..................................... 26 Delete a Device Line ..................................... 26 Lock a Device Line........................................ 26 Device Line Registration Status..................... 26 Manage Device Parameters Page ................. 27 Manage Config.............................................. 27

User Accounts Pages ................................ ..... 28


Search for User Accounts ..............................29 Add a New User Account ...............................30 Configure a New User Account ......................32 Edit an Existing User Account ........................32 Delete a User Account ...................................32 Lock / Unlock a User Account ........................32 Additional Account Options ............................32 Manage CallBlast Setup.................................33 Manage ACD Queue......................................34 Manage Music On Hold..................................34 Manage Numbers ..........................................34 Manage Security............................................35 Manage Speed Dial .......................................35 Manage User Options ....................................35 Switch to User ...............................................35

Call Groups Pages.................................. .........36 Add New Call Group ......................................37 Delete a Call Group .......................................37 Edit a Call Group ...........................................37 Manage Device Lines in a Call Group ............37 Manage Music On Hold..................................38 Manage Numbers in a Call Group ..................38

Intercom Groups Pages .............................. ....40 Add a New Intercom Group............................40 Edit an Intercom Group..................................40 Delete an Intercom Group..............................41

Conference Pages ................................... ........42 Create a Conference......................................42 Edit a Conference ..........................................42 Manage Conference Bridges..........................42 Create a Conference Bridge...........................42 Edit a Conference Bridge ...............................42 Delete a Conference Bridge ...........................43 Manage Numbers in a Conference.................43

Automated Attendant ................................ ......44 Menu Tree .....................................................44 Root Menus ...................................................45 Create Root Menus........................................45 Modify a Menu ...............................................46 Create Menu Actions .....................................46 On Digit and On Timeout ...............................47 Action Types..................................................47 Schedule an Action........................................49 Recording Menu Prompt From a Phone .........49

Prompts............................................ ................50 Create a Prompt ............................................50 Edit or Listen to a Prompt...............................50 Delete a Prompt.............................................51

Automatic Call Distribution (ACD) .................. 52 Create an ACD Queue...................................52 Edit an ACD Queue .......................................53 Delete an ACD Queue ...................................53 Manage ACD Numbers ..................................53 Add an Agent to an ACD Queue ....................53 Edit an Agent .................................................54 Delete an Agent .............................................54

ACD Monitor........................................ ............ 55 ACD Monitor Agent Color Codes................... 55 User Access to ACD Monitor ......................... 55

ACD Reports ........................................ ........... 56 ACD Agent Report ........................................ 56 ACD Queue Report ....................................... 57

Call Records Tab................................... .......... 58 Search for a Call ........................................... 58 Search Fields................................................ 58

Messages Tab ....................................... .......... 59 Video Voicemail ............................................ 59 Voicemail RSS.............................................. 59

Account Codes ...................................... ......... 60 General Setup............................................... 60 Defining Account Codes................................ 60 Call Records ................................................. 60 User overrides .............................................. 60 User's Account Code access......................... 61 User's Call Activity screen ............................. 61

Configure IP Phones................................ ....... 62 Configure a Generic IP Phone....................... 62


Your IP-PBX

Congratulations! Your company has chosen a Voice-over-Internet-based, hosted Private Branch Exchange (PBX) to serve its telecommunications needs. As the PBX administrator, you will work with your Service Provider (SP) to configure and manage all aspects of your PBX.

Who Should Read this Manual

This manual describes the features of the PBX and use of the browser-based Administrator VoIP Control Panel (AVCP). The manual is intended for PBX Administrators who configure and manage user accounts on the PBX.

Note: This manual is NOT intended for day-to-day use of the PBX or individual user account self-management. These items are covered in the companion PBX User Manual.

PBX Basic Features

• Internet-based Administrator VoIP Control Panel (AVCP) for managing all features

• Voicemail sent to email as MP3 attachment

• Voicemail notification sent to alpha pager or SMS-enabled mobile phone

• Access voicemail from email, end-user VCP or any phone

• Message-waiting indicator

• Direct Inward Dial (DID) numbers with any desired area code or even many different countries for any or all extensions

• Any number of DIDs per user all ring to the same extension

• Toll-free numbers ring to any desired extension

• Unlimited extension-to-extension dialing anywhere in the world

• Music on hold

• Call park/Call pick-up

• Do not disturb (DND)

• Multiple line appearances on multi-line phone

• Local time zone management

• Call transfer (blind and supervised)

• CallBlast – intelligent combination of “find me follow me” features

• 3-way conferencing

• Call waiting

• Caller-ID and call waiting Caller-ID

• Enhanced Caller-ID (Caller Name)

• Customizable call allow/restrict rules per extension

• Softphone can be used as a “roaming” extension anywhere on the planet

• Full 911 coverage in US and Canada

• Both broadcast intercom to specified groups and direct intercom, which can be public or private (devices must have a speakerphone)

PBX Optional Features

• Auto-attendant (company directory configured by first or last name)

• Custom prompts on auto-attendant

• Time-of-day and day-of-week announcements on auto-attendant

• Multi-level prompts

• Inbound faxes sent to individual email addresses as PDF attachments

• Outbound faxes sent from most Windows applications

• Call Groups (either Ring or Hunt)

• Automatic Call Distribution (ACD) queues and reporting

• Custom messaging or music on hold for individual ACD queues and/or Call Groups

• Conference bridge

• Operator station with over 100 extensions in a busy-lamp field either as a software dashboard or a physical Enterprise IP phone with expansion modules

• Account Code to organize call usage.

• Divisions within a company can be represented on the PBX.


Terminology

The following terms are important to know when using the PBX and AVCP.

User Account

The end-user account stores basic information (e.g., user name, password, extension number(s), phone number(s), and feature set). Each User Account is uniquely identified by an Extension number.

Extension

An extension is a three to six-digit number that is used for short digit dialing from the Auto-attendant main menu or from one extension to another. Extensions must be unique within a PBX – you can’t have two extensions 4002, for example.

Shorter, one and two-digit extensions are used for special purposes, such as Call Park, Call Groups, ACD Queues and Broadcast Intercom Groups.

Managing and using your PBX is easier if you are consistent in how you add new extensions. For example, it’s easier if all user extensions are the same length (four is perhaps the most common length for end-user extensions). Also, using the last three or four digits of the main DID on that account as the extension number makes it much easier to remember.

Making all ACD Queue, Call Group and Intercom Group extensions 2 digits in length makes them easier to remember and to distinguish, as well.

Device Lines

Device Lines are anything that can make and/or receive a voice or video call. It can be a port on a physical IP phone or video phone, a Softphone or an Analog Telephone Adapter (ATA) connected to an analog phone in someone’s home office. Unlike extensions, multiple users can share the same physical device line and multiple device lines can be tied to one user account. If an IP phone has two lines, it counts as two Device Lines.

Phone Numbers (TNs, DIDs, & TFNs)

Phone numbers that can be in your IP-PBX include existing Telephone Numbers that you have ported or transferred, new numbers or DIDs (even ones from outside the US and Canada), and new or ported Toll-free numbers (TFNs). The word Number is used throughout to mean any of these

different types of phones numbers, and Numbers is used to indicate a collection of any of them.

Browsing the PBX Admin UI

This PBX Admin interface is best used with Microsoft Internet Explorer 7.0 and higher, with Apple Safari browser 3.0 and higher, or with Firefox browser 3.0 and higher.

Quickly Add a New User

Add a new User Account with at least one extension (create new extension if needed).

Attach an available Device Line to the user account (get a new device line or free up an existing device line if none available).

Attach a Number to the Device Line (get a new number or free up an existing number if none available).

Verify account settings and voicemail as necessary.

Provision the user’s Device (IP phone, ATA, etc.) and connect the Device to the Internet.

They should be able to make and receive calls.


Login to the AVCP

To use the Administrator VoIP Control Panel, you first need to know the web address, or URL, of your AVCP, which your Service Provider will give you. Enter that into the address line of your browser, and you will see your login page, as shown below.

To gain access to the AVCP from this page:

• Enter your User ID

• Enter your Password

• Click Enter

The system verifies your login credentials and brings you to the System Management tab of the AVCP, as shown in the next section of this manual.

If you have forgotten your Password, click the Reset Password link, then enter your User ID and the email address for the account, and a new Password will be emailed to you immediately.

Note: The Password Recovery process changes your password completely, so you’ll have to remember this new one going forward or change it using the Admin Accounts page.

VCP Login Screen

AVCP – System Management Tab

Following is a screenshot of the first AVCP page you will see once you have logged in – the System Management tab with the General page.

This page allows you to configure and manage global PBX features and functions.

All the menu items are discussed in the sections that follow.

General Tab

The System Management tab has a PBX Settings pane where you can manage most of the functions and features of your PBX. We’ll discuss each one in detail, but, in brief, the menu options are:

General — View and configure general pan-PBX settings.

Divisions — Create divisions for organizing your User accounts and Devices in your company.

911 Locations — Manage the 911 Emergency addresses for each of your end-users.

Numbers — Assign numbers to users and extensions within the PBX. These numbers are provided to the PBX owner by your SP. In most cases they are 10-digit phone numbers from the US or Canada, but can also be numbers from outside the US or toll-free numbers.

Devices — Configure, assign and manage devices. The different types of devices include: IP phones, Softphones, video phones, and ATAs.

User Accounts — Create and manage user accounts, where specific end user information and preferences are stored.

Call Groups — Create and manage different call groups, both Ring (simultaneous) and Hunt (sequential).

Intercom Groups — Configure intercom groups.

Conference — Set up and manage combinations of participant and moderator codes for conference calls.

Menu Tree — Create multi level menus for the PBX.

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Prompts — Manage custom prompts.

ACD — Create and manage Automated Call Distribution queues.

ACD Monitor — Report on the activity of your ACD queues.

The following manual sections have detailed descriptions of each of these items.

General Page

After your order is processed, the new PBX is created and ready to configure. Click on the General menu item in the PBX Settings pane and the page above appears.

Many of the fields will be pre-populated by your SP, while you must configure others. Ones that you either must configure and can only change globally have a single asterisk (*) following the field name – e.g., Call Park*.

Global parameters that can be overridden by you for an individual end-user but cannot be changed by the end-user themselves have two asterisks (**) following the field name – e.g., PSTN Calls are Allowed** . Ones that can be overridden by either you or the end-user have three asterisks (***) following the field name – e.g., Time Zone***.

After you have made any changes or entered new data, you need click the Actions: Update button in the upper rights corner of the screen to save and apply your changes.

Here are the fields and their respective functions:

• General Name* is the name of your PBX.

• Domain Name is the URL you entered into your browser to get to the AVCP.

• Ext./Ph. Numbers lists all the main phone number(s) that ring to the auto-attendant or primary extension of your PBX. Note: The boldface number is the main PBX number that is the default CallerID for all outbound calls that don’t have a user-specified CallerID. The 3 to 6-digit extension number in this list (100 to 100000) provides a shortcut for all users to dial the main PBX directory.

• The Time Zone*** of your PBX determines the time/date stamp on all calls and voicemails as well as the time

zone used for the scheduling of the PBXes Menu Tree.

• The default Country Code*** of your PBX.

• The default Area Code*** allows 7-digit dialing within that area code. The PBX application will prepend the Country Code plus this area code if a user only dials 7 digits.

• Keep Voicemail for specifies the maximum number of days that unsaved voicemail I kept. Save Voicemail for specifies the maximum numbers of days that saved voicemail is kept. Note: Voicemail can be saved by users to their local machines for indefinite storage.

• Max. Voicemail Length specifies the maximum number of seconds any voicemail can be. Max. Number of Voicemails specifies the maximum number of total voicemails that an individual can have before the mailbox is full and no more can be taken.

• The Call Park Extension* is the extension that any user on the PBX can call and speak to a caller parked there. For details on all PBX functions, including Call Park, please refer to the companion PBX User Manual. Briefly - to use the call park function, the user does a supervised call transfer to the call park extension. The PBX plays back the extension number on which the call is parked (for example, 991). Any user on the PBX can then retrieve the call by dialing that extension. The party on hold hears music until someone picks up the call.

• Directory Type* is how user names will be sorted in your company directory - either by last name, first name, or first and last name – and therefore accessible by a caller. If you select None from the dropdown, the PBX will not have a directory of names.

• Default PSAP Phone is your phone number that will be reported for 911 services.

• Main PBX Menu* allows you to select which menu to direct PBX calls into. Clicking on the speaker to the right of the


selected item plays the prompt. If you have created a customized Automated Attendant in the Menu Tree, you would normally set this to ‘PBX Menu’.

General Actions

The Actions pane in the upper right corner of the General page has options such as: Update , Manage Account Codes, Manage Device Config, Manage General Options, Manage Music On Hold, Manage Numbers, and Manage Speed Dial . Clicking Update saves any changes you make on the General tab, as we’ve covered earlier.

Manage General Options

Listed below are a few of the options you will see, other options will be available. Some options may have a help icon next to the description, click on it for more information. PBX Options

• In the PBX Options section, Max Simultaneous Calls for PBX , Max PSTN Outbound Calls, and Max Simultaneous Outbound Calls for PBX are all set to Unlimited for most PBXes.

• Max Page Size (# of rows) is usually set to no more than 150, which makes Number, Call Record and other queries perform much better.

• Max Speed Dial Numbers specifies the number of speed dials allowed.

• Time of Staying in Park (secs) You can set the number of seconds a call will be allowed to be parked. If the call is parked longer then the specified time the Park Timeout Action will happen.

• Park Timeout Action The Park Timeout Action allows you to specify the action to take when a call has been parked for too long. Possible options are, Hang Up – drops the call. Dial Back User – sends the call back to the person who parked the call. Dial Back Device – sends the call back to the device which parked the call. Go To PBX Menu – sends the call into the Main PBX Menu.

• Max. Speed Dial Number** controls the number of speed dial numbers.

User Default Options

• In the Default User Options section, Max Simultaneous Calls* and Max PSTN Outbound Calls* are both set to Unlimited, but you can set either or both to No More Than a particular number if you want to restrict your users globally.

• Music On Hold** set to Enabled means the Music on Hold selections will play for all users.

• Attendant Console ** set to Enabled means the Attendant Console will be available to all users, if disabled the user will only see the Phone Book.

• PSTN calls are allowed** set to Enabled means that all users will be able to make PSTN Calls

• Forward to PSTN numbers is allowed** set to Enabled allows your users to forward their calls to a PSTN number.

• International calls are allowed** set to Enabled allows your users to make international calls.

• Forward to international number is allowed** set to Enabled allows your users to forward their calls to international numbers.

• Audio Content in Emails** can be set to As Attachment or As Link . When set to As Attachment, the recording is including as an mp3 within the email. This can be a problem for some Email servers if you have large recordings. When set to As Link, a web URL is included in the Email that allows the user to play the recordings directly from our servers.

Manage PBX Numbers Pages

Clicking Manage Numbers opens the page shown below, which allows you to attach Main Numbers to and free Main Numbers from your PBX - both DIDs and TFNs.

Main Numbers are those that go directly to the Auto-attendant.


Manage PBX Numbers Page

Add a New Main Number to the PBX

1. The Available Numbers dropdown list shows you all the unassigned numbers that are available for you to attach as additional “main” numbers on your PBX.

2. Select the DID or TFN you want and then click Actions: Attach . The number will then appear in the Existing PBX Numbers list below of numbers already attached to the PBX.

Set a Main Number as Default Caller ID

1. From the Number column locate the number you want to set as the default Caller ID.

2. Click the Edit icon in the Actions column, and the following screen appears.

3. Check the Make this Number the Default Caller ID checkbox and click Actions: Update .

4. The Default Caller ID column for this number will now display Yes, meaning that this number is now the default caller ID displayed on all outbound calls from this PBX.

Note: You do not have to set any Default Caller ID for your PBX, but many people you call will have their phones set to automatically reject anonymous phone calls or send them directly to voicemail.


Set Default Caller ID

Free a Main Number

1. From the Manage PBX Numbers page, locate the Number you want to free from the list.

2. The simplest way is to click the Detach icon in the Actions column next to that Number.

Confirm your action in the dialog box, and you’ll get confirmation that the Number was released. Freed numbers go back into the general pool of Available Numbers.

3. Or you can click the Edit icon in the Actions column next to that Number and then Detach in the Actions pane. You’ll get the same dialog box and confirmation of Number release.

4. Click Return to General in the Actions pane to go back the General screen.


Manage Music on Hold Recordings

Clicking Manage Music on Hold from the Actions pane opens the page below and allows you to add or delete music recordings. The recommended format for audio is a 16 bit WAV file encoded as Mono 8000 Hz. (MP3 encoded as Mono 8000 Hz 128K/bps can also be accepted, but the WAV file is higher quality).

Manage Music On Hold

Add a Recording

1. Type a name into the Name field

2. Click browse to locate the recording on your machine that you wish to add and click Open.

3. Click Add from the Actions pane and your recording will be added to the PBX.

Change Play Order 1. Click Switch to random play to make your

recordings play in random order.

2. Click Switch to sequential play to make your recordings play in the order listed (top to bottom).

3. From the Order column, click the up arrow ( ) to move recording up in playlist, and click the down arrow ( ) to move recording down.

Review Recordings

When you have selected an existing recording you can press the play button or download the recording back to your machine.


Manage Speed Dial

Clicking Manage Speed Dial from Actions pane will open the page shown below. Speed dials allow you to map 1 or 2 digit codes to numbers.

Manage Speed Dial

Add Speed Dials

To add a new speed dial enter the code (ex: 03), and number (ex: 800-544-1234) in the fields above. The speed dial will be saved when you click Add .

Note: Some numbers have special meanings – e.g., 00 and 99. Creating Speed Dial code 99 would prevent any user from parking calls and 00 would prevent any user from accessing voicemail!

Manage Device Config

This tab allows you to choose default device configurations for the entire PBX. For more information on Device Configurations look in the Devices Pages section under Manage Config.


Divisions

Division is an optional feature where you can segment your Numbers, Users, Call Groups, etc into sub units that represent a structure for your business needs. For example you could have Los Angles and Chicago divisions (or Sales and Development).

By setting up divisions you gain the following:

• Billing will be broken down by divisions

• Administrator access will be limited to the division in which they are a member.

• Division can have with own main number as well as their own Attendant Console.

• Divisions have their own set of default values such as Timezone, Country Code, and Area Code.

After create a division, you will be able to assign number to the division as well as the users.

Note: It is important to point out that you will continue need an administrator for the whole PBX so you must not assign all of them to divisions!


911 Locations Pages

Clicking on the Locations menu item in the PBX Settings pane brings up the Manage 911 Locations page, which you see below. These pages allow you to Add, Change or Delete physical locations where your users are, which is critical information if they need to dial 911 for Emergency Services.

911 Emergency Calling is not automatic with VoIP service. If the address of a specific Device or User is not correct, or is not updated when they move, then emergency personnel may be significantly delayed in responding to a 911 call.

We strongly recommend having alternate means of calling emergency services, such as a traditional landline or mobile phone, as these are often more secure ways of contacting 911.

Manage 911 Locations

Add a New 911 Location

1. Enter the Description of the 911 Location. Examples could be Main Office, Tom’s Home Office, New York Downtown, etc.

2. Click Add in the Actions pane and the new Location will be added to the list at the bottom of the page.

3. Make sure you then Edit the new Location so there is an address associated with it (see instructions in the next section).

Edit a 911 Location Address

1. Click the Edit icon in the Actions column of the 911 Location Name you wish to edit. All the 911 Address input fields appear, as seen on the top of the Edit 911 Location Address screens show below. If the Location was previously entered and accepted, the current address will appear. Note: Until an address has been entered and accepted for a

Location, all fields appear blank and the error message “The specified location does not exist” will appear since this location has never been registered for 911 Emergency Calling.

2. 911 Addresses are verified against national databases that are not very forgiving in terms of data integrity. For example, Boulevard must always be entered as BL, and Street as ST.

3. Check the Main PBX Location checkbox if this location is the main one. This then becomes the default Location for all added Device Lines.

4. Street # and Street Name must be entered as two different fields. Entering them as one field will cause an error.

5. Address Type choices are quite specific: None (for a stand-alone house), Apartment, Building, Department, Unit, Office, Room, Slip


(for a boat), Trailer, etc. Choose the appropriate one.

6. Address Type # is then the Apartment, Unit, Office, Trailer, etc. number.

7. City, State, ZIP Code, and Country must be correctly entered to be accepted.

8. Here is how you would enter the following address: 2020 Washington Avenue, Unit #1 Santa Monica, CA 90064 USA

9. Once you feel you are done, click the Validate button. The program then checks to see if this is a valid address from the 911 Database point of view. If it is, you will get a confirmation that this Location is a valid one. You then click the Update Address button to finish registering this 911 Location Address.

10. If it’s not a valid address, but is reasonably close to one(s) the 911 Database knows, you’ll get a list back of suggested valid addresses you can choose from, as you can see on the bottom of the Edit 911 Location Address screens on the next page.

11. Either correct any mistakes, or accept one of the suggested alternatives on the dropdown list, then click the Validate button again.

12. Once you’ve gotten a confirmation that this Location is a valid one, click the Update Address button to finish registering this 911 Location Address.

Delete a 911 Location

1. Click the Delete icon in the Actions column of the 911 Location Name you wish to delete.

2. Confirm your action is the dialog box, and you’ll get confirmation that the Location was deleted.

Link a 911 Location with your Users

911 Locations are linked with Devices, not with Users, as Users can of course move more easily than Devices can. We will cover linking 911 Locations with Devices in the Devices section of this manual.


Edit 911 Location Address


Numbers Pages

Clicking on the Numbers menu item in the PBX Settings pane brings up the Numbers Page , which will be blank unless there are very few numbers associated with the PBX.

Numbers Page (Search for Numbers)

These pages allow you to:

• Search for existing Numbers

• Attach Numbers to User Accounts

• Free assigned Numbers so they can be moved to a different user.

• Quarantine Numbers so they cannot be assigned to any user.

• See the Status of all Numbers on this PBX.

Numbers that can be in your IP-PBX include existing Telephone Numbers that you have ported or transferred, new numbers or DIDs (even ones

from outside the US and Canada), and new or ported Toll-free numbers (TFNs).

Your first step is to find the number or numbers that you want to work with. For this you use the different fields in the Search pane below the PBX Settings pane.

Search for Numbers

The fields in the Search pane are:

• Status: Choices are All, Taken, Available, and Quarantined. Taken means those currently assigned; Available means those available to be assigned; Quarantined means those neither assigned nor


available; and you can probably figure out what All means.

• Country: Select the country from the drop-down menu. Only those countries from which you have Numbers will appear. Select All to find all countries. If a country isn’t in the list, you don’t have any Numbers from there.

• Area Code: Select the area code from the drop-down menu. Only those Area Codes from which you have Numbers will appear. Select All to find all Area Codes. If the Area Code isn’t in the list, you don’t have any Numbers from there.

• Number: Enter the number you’re looking for (without dashes). Enter any part of the number from one digit to all of them in order to find related groups of numbers. Note: Since this field supports “string” searches, if you enter 212, you will get all numbers starting with 212, but also will get 310-212-7777, for example, because it contains the string 212.

• Click the Search button once you’re ready. If more than 100 records are found, you will get this error message: Due to the possible high number of results, please enter some search criteria.

• You can search on any or all of these fields. For example, to find all available numbers in the US or Canada from Area Code 234, you would enter the following search criteria:

Attach Available Number to User Account

1. Select Available from the Status dropdown.

2. Click Search . The Existing Numbers page appears, as you see below, per the Search parameters (US and Available).

3. Locate the Number you want. Click on the Edit icon in the Actions column next to that Number. The Manage Numbers (Attach) page appears, as you see in the 2nd page below.

4. Note: The geographical region of the Number is shown along with the Account that it is Attached to.

5. Start typing the name of the account in the Account field. After a few characters, the Account field displays all accounts starting with those letters in a dropdown. Choose one of the names or continue to type a new one.

6. Click Attach in the Actions pane. A message saying that the number was successfully attached to the account appears. Note: If a message appears saying that the number did not attach successfully, check and reenter the account name.


Existing Numbers Page (Available:US/Canada:All Sear ch Criteria)

Manage Numbers Page (Edit/Attach Number)


Free or Quarantine a Taken Number

1. Select the Taken option from the Status drop-down menu. Next, select the Country , Area Code , and Number criteria you want to search on.

2. Click the Search button. The Existing Numbers Page displays all the numbers that meet the Search criteria, as shown in the next screen below.

3. The simplest way to free a number is to click the Detach icon in the Actions column next to the Number you wish to free. Confirm your action is the dialog box, and you’ll get confirmation that the Number was released from the Account. Freed numbers go back into the general pool of Available Numbers.

4. Or to free a number, you can click the Edit icon in the Actions column next to that Number and then Detach in the Actions pane. You’ll get the same dialog box and confirmation of the Number being released.

5. To Quarantine a number (make it neither assigned to an account nor free), click the Edit icon in the Actions column next to that Number and then click the Quarantine Number checkbox and enter a comment (e.g.: reserved for marketing).

Note: If a number does not have a Delete icon in the Actions column or Free command in the Actions pane, you cannot free or quarantine it. For example, the last number in a user account.

Existing Numbers Page (Taken:US/Canada:847 Search C riteria)


Devices Pages

Clicking on the Devices menu item in the PBX Settings pane first brings up the Add Devices page below.

Manage Devices Page


• Search for existing Devices

• Add Devices to your PBX.

• Provision those Devices, including line settings, default Codecs, Fax protocols inter-digit Timeout and SIP Port number.

Your first step is to find the Device or Devices that you want to work with. For this you use the different fields in the Search pane below the PBX Settings pane.

Search for Devices


• Device Status: Select All to find all devices, Registered for ones in use, Not Registered or Expired for unused ones.

• Device Type: Select All or select any specific Device Type. Only those Device Types that you have will appear.

• MAC Address: Enter anything from the first digit through the entire MAC address


of the device(s) you wish to find. This is a string search, so entering 06AA will find MAC addresses 06AA29483BF00 as well as 000EB06AA2233.

• Line Name: Enter enough of the Line Name to find what you’re looking for. This is a string search, so entering L02 will find every Line Name contained L02, no matter where it occurs in the Line Name.

• Description: Enter the Device Description that was entered when this Device was originally added and provisioned. Keep Descriptions clear and unambiguous.

• Ext./Ph. Number: Enter the number you’re looking for (without dashes). Enter any part of the number from one digit to all of them in order to find related groups of numbers. Note: Since this field supports “string” searches, if you enter 212, you will get all numbers starting with 212, but also will get 310-212-7777, for example, because it contains the string 212.

• Click the Search button once you’re ready. If more than 100 records are found, you will need to enter further search criteria.

• To find all Linksys 1001 ATAs that have MAC Addresses containing 000E08BA5 and have attached numbers beginning with 213, you would enter the following search criteria:

Add a Device

A typical way to add a device is the following:

• Choose the Device Type – e.g., Linksys SPA941 or Grandstream XV3000.

• Enter a Description of the phone – e.g., John Smith or Telemarketing 1.

• Enter the device MAC Address . This allows provisioning to be automatic. The device will check periodically with the PBX for the settings you have defined here and load them.

• Enter Serial Number (optional – helps keep track of the devices)

• Supply the Admin Password . It is always a good idea to enter some kind of Admin Password for the device to prevent users from accidentally modifying the settings from the device.

• In the Device Line area, click the ‘Generate line settings for the user account ’. The system will automatically generate the Line Name, Auth Name, Auth Password and description values.

• Start typing the name of the account in the Account field. After a few characters, the Account field displays all accounts starting with those letters in a dropdown. Choose one of the names or continue to type a new one.

• Select a 911 location.

• Click on the Add link in the Actions pane. A message appears above the fields saying whether the system added the device successfully.

• If the message says that the system did not add the device, check the syntax of the phone number, authentication name and password and make sure they are correct.

• When added correctly, the device appears on the list of added numbers at the bottom of the window.

• Click the Go to Add link to activate another device.

Note: You can choose to manually configure the Line Name and Authorization settings. The following syntax is an example and a good


practice only. You decide on the syntax. If you have questions, contact your Service Provider.

• In the Line Name field, enter the extension number in the following syntax: 4-digit extension number + D01L01 for example: 1115D01L01. The “D” means device number and the “L” means the line number. The numbers that follow D and L are the number of the device and line, respectively.

• In the Auth Name field, enter the authentication name. You can use the following simple rule to create authentication name: au + 4-digit extension + D01L01 number – e.g., au1115D01L01.

• In the Auth Password field, enter the authentication password for the device. Please keep in mind that this is a security item and must be kept confidential. Get All Information about a Device. Leaving the password blank will generate a random password for you.

Use the Search pane to find the device you want to update. Enter either the device description or any phone number associated with the device.

Click Search . The Available Devices appear.

Available Devices Page

To get full information on any Device, click the Information icon , and you’ll get something that looks like the screen below. All details about the

Device – Maximum number of lines, the number of lines available, what numbers are assigned, what account this device belongs to, when it was


provisioned and if it’s currently Registered or not (ready for use) – are summarized and presented for you.

The information icon itself is color coded to indicate the registration status of the device.

• - Green the device is correctly registered.

• - Yellow the device has never been registered.

• - Red the device’s registration has expired! The device might be unplugged or lost internet access.

Click Info Icon for Any Device

In the Device Info dialog you can see additional information including:

• When the device last Auto provisioned • IP address which the device has registered • Reported device user agent • If or when the device will expire

When you click on the Show Registration Events button in the Device Info dialog a new window will open and you will see the recent hourly registration events. If the device is having trouble staying registered you will see unregister events as well as the Call-ID changing. You might also see various IP Address, this could mean you have multiple devices using the same credentials (which is NOT allowed) this would cause erratic behavior.

There are two other buttons available in the Actions column (if the device is registered and

supports the request) these buttons are

Resync Device and Check Device . The Resync button sends a request to the device

asking it to Auto Provision again. This operation will reboot the device if you have changed the parameters in VCP. Most devices will wait until the device is not on a call. The Check Device button simply sends a short SIP message to the device to confirm it is connected, generally any response other then timeout is successful.


Manage a Device

To change the device information, click on the Edit icon in the Actions column next to the Device you wish. You’ll be back to the Manage Devices page with the details of this Device showing, as in the next screen. After you make any changes click Actions: Update .

Manage Device


Manage Device Lines

Once you have selected your device by clicking on the Edit icon , the lines for the device appear in a list but you cannot modify them from this page. Click Manage Device Lines from the Actions panel , from this ‘Manage Device Lines’ page you

will see the lines listed below, as in the next screen.

Add Device Lines

Adding a device line from this page is very much like adding a device line from device page. See Add a Device earlier in this manual.

Manage Device Lines

Modify a Device Line

1. Click the Edit Line icon in the Actions column of the Device Line you wish to modify.

2. You will see a screen like the one above with all the fields filled in. On this screen you can see the registration settings and the 911 location for the device line.

3. After you make any changes click Actions: Update .

Delete a Device Line

1. Click the Delete Line icon in the Actions column of the Device Line you wish to delete.

2. Confirm your action is the dialog box, and you’ll get confirmation that the Device Line was deleted.

Lock a Device Line

To Lock a Device Line, click on the Lock icon in the Actions column next to the Device Line you wish. Once you click on this icon, the line still appears in the list but you cannot dial it and you cannot dial from it. To unlock the Device Line simply click on the Unlock icon .

Device Line Registration Status

Click on the Information icon to get technical information about the line such as time and place of the last registration, the type of the device registered, etc. This information can be helpful in troubleshooting registration issues.

The information icon itself is color coded to indicate the registration status of the device line.

• - Green the device is correctly registered.


• - Yellow the device has never been registered.

• - Red the device’s registration has expired! Could be unplugged or has lost internet access.

Manage Device Parameters Page

Devices that are automatically provisioned by the PBX server have had the MAC Address supplied in the Device Page. In addition to the standard registration information the system can adjust other settings for a device. Click Manage Parameters in the Actions pane of the Devices page to load the Device Parameters screen shown next

Device Parameters

The Parameters for each device type are different. Generally they will have options for handling NTP Servers, Daylight savings, Codec preferences and other device specific options, Clicking Update in the Actions pane will add or delete custom parameters set for the selected device. The parameters will be loaded into the device next time the device checks provisioning. This could take an 24 hours unless you resync the device or manually reset the device.

Note: this page is available only for devices for which auto-provisioning is supported and MAC address is provided.

Manage Config

Devices Configuration settings allow you to adjust a configuration to handle a generic need. By choosing a configuration set you alter the default values for a device to allow for the specific need.

Some of the configurations available are:


• Attendant Console BLF – other lines or lines on the side car are set to indicate the status of users on the PBX. The Users to monitor and the order are chosen by how you configured the Attendant Console.

• Broken DNS – sets the outbound proxy and the configuration servers to be ip addresses. Useful if you plan to use the device in an area with and DNS server that doesn’t work correctly.

• Low Bandwidth – Reorders the codecs so that lower quality/smaller data packets codecs are given priority over high quality/larger data packets.

• PBX Phonebook – enables the phonebook feature of the phone to pull usernames and phone numbers from your PBX server.

Note: This feature requires Auto Provisioning and some configurations might not be implemented on all device types. Adding a configuration to a device will require the device to be restarted or resynced so that the new provisioning parameters will be used.

User Accounts Pages

Clicking on the User Accounts menu item in the PBX Settings pane first brings up the Manage User Accounts screen below.


Manage User Accounts (Add Account)


• Search for User Accounts

• Create or Delete accounts

• Edit the information and permissions on accounts

• Lock accounts so they cannot make or receive any phone calls

• View any of the end-user’s VCP to help them trouble-shoot problems they might have with CallBlast configuration or Voicemail management

Your first step is to find the account or accounts that you want to work with. For this you use the different fields in the Search pane below the PBX Settings pane.

Search for User Accounts


• First Name: Enter the first few letters up to the full first name.

• Last Name: Enter the first few letters up to the full last name.

• Email: Enter the first few letters up to the full email address.

• Ext./Ph.Number: Enter the first few digits up to the full number of the extension or any number on the account (without dashes).

• Click the Search button once you’re ready. If more than 100 records are found, you will get this error message: Due to the possible high number of results, please enter some search criteria.

• You can search on any or all of these fields. For example, to find all accounts where the first name starts with “Da”, the last name starts with “Sm”, and whose phone number begins with “310”, you would enter the following search criteria:


This search would return David Smith, Danielle Smithens, and Daryl Smirnoff, assuming they all had numbers or extensions that began with 310.

Add a New User Account

1. Clicking on the User Accounts menu item in the PBX Settings pane brings up the Manage User Accounts screen we saw above.

2. Enter a three to six digit extension in the Extension field. As noted at the beginning of this manual, managing and using your PBX is easier if you are consistent in how you add new extensions. For example, it’s easier if all user extensions are the same length. Also, using the last three or four digits of the main DID on that account as the extension number makes it much easier to remember.

3. Enter the first and last name of the user in the First Name and Last Name fields, respectively. These are information fields used for billing, Enhanced Caller ID (On-net calls and PSTN calls where available), automated attendant directory searching and other bookkeeping purposes. The account may not be for a person – e.g., you might enter Downstairs in First Name and Cafeteria in Last Name.

4. Select the Type; Regular or Voicemail-only . With Voicemail-only option selected the user will not be able answer or make calls, the user will only be able to listen to voicemails. Note: You will not be able to edit this choice later, you will have to delete and recreate the User if you want to change it.

5. Select the desired Service Plan for the user. If you are offered more then one, choose the one that best fits your needs. Note: Changes to the Service Plan will take effect on the next billing cycle.

6. Click on the Add button in the Actions pane to create the new user account. If the extension you used is not unique in our PBX, you’ll get an error message and have to change that number.

7. Once you create the account, a confirmation message appears at the top of the screen and the User Information screen seen below appears. The values from the PBX Defaults are automatically entered in their appropriate fields.


Manage User Accounts (Configure New Account)


Configure a New User Account

1. Assign the user’s Password and confirm in the Repeat Password field. Note: An account without a password is not usable.

2. Change the default Area Code if appropriate. This is the area code that this user calls most often, so they can use 7-digit dialing within this area code if they wish.

3. Enter the user’s Email Address and check Send Messages to Email if they wish to receive their voicemail as MP3 attachments.

In SMS Address enter the user’s alpha pager or mobile phone SMS address and check Send SMS Notification if they wish to have voicemail notification delivered to either of those devices.

Note: SMS addresses are in fact email addresses for example: (your number)@tmobmail.net or (your number)@mmode.com. A phone/pager number alone will not work.

Type Regular or Voicemail-only . With Voicemail-only option selected the user will not be able answer or make calls, the user will only be able to listen to voicemails. Note: You will not be able to edit this choice later, you will have to delete and recreate the User if you want to change it.

Voicemail Dialog allows you to override the standard Voicemail messaging to redirect it to a customized Automated Attendant for the user. Select the Permissions for this user account (User or Admin), and change the Time Zone , if appropriate. Time Zone is used to show the correct date and time on call records and voicemails for where the user is located.

Check Directory Listed checkbox to list this user in the company directory.

You may choose which number associated with the user to use as the Caller ID number. The numbers available be the numbers assigned to the user, the PBX numbers and if they belong to a Division, CallGroup, or ACD those number will be also available to choose from.

Click Update from the Actions pane to save this new User Account.

Edit an Existing User Account

1. Click the User Accounts menu item in the PBX Settings pane.

2. In the Search pane, enter the name, extension, or phone number of the account you with to edit in the appropriate field(s).

3. Click the Search button. The account displays in the middle of the screen, either by itself or in the Available User Accounts list if your search brought up more than one user.

4. Click the Edit icon in the Actions column next to the account you wish to edit. The Mange User Account screen appears.

5. Change whatever user information needs changing — you might change the name to another username or reset the user’s password if they have totally forgotten theirs.

6. Click Update in the Actions pane to save any changes.

Delete a User Account

1. Click the User Accounts menu item in the PBX Settings pane.

2. In the Search pane, enter the name, extension, or phone number of the account you with to edit in the appropriate field(s).

3. Click the Search button. The account displays in the middle of the screen, either by itself or in the Available User Accounts list if your search brought up more than one user.

4. Click the Delete icon in the Actions column next to the account you wish to edit. Confirm your action is the dialog box, and you’ll get confirmation that the account was successfully deleted.

Lock / Unlock a User Account

You may Lock a user account to disable that user’s service. Search for the user as above and click the Lock icon in the Actions column next to the account you wish Lock, You can Unlock a user by clicking the Unlock icon in the Actions column if the account was locked.

Additional Account Options

From the Manage User Accounts screen, you can also select under the Actions pane:

• Manage CallBlast

• Manage ACD Queue

• Manage Music On Hold

• Manage Numbers


• Manage Security

• Manage Speed Dial

• Manage User Options

• Switch to User

Manage CallBlast Setup

Selecting Manage CallBlast allows you to configure this user’s CallBlast setup. Configuring CallBlast can be a challenge for some users, which is why you have access to it, either from the screen you see below or from their end-user VCP, which you can access by selecting Switch to User.

Manage CallBlast Destinations (Initial Setup)

To use the destinations feature:

• Enter the User’s Primary VoIP number in the Phone field. This would be a device line which you can lookup in the Devices.

• Select Primary VoIP from the Type drop down menu for this first selection.

• Enter the Number of Rings that the Device should ring before it goes to your PBX voicemail.

• Enter the Rings Delay that the phone will wait before it starts ringing (usually 0 for the Primary VoIP line).

• Enter the Intercom Role for this destination. None, Public, or Private. None will not allow any intercom requests for this user to be sent to this destination, Public will enable two way conversation. Private will prevent the person issuing the intercom request from hearing the user. To call a user’s intercoms, dial 01 followed by the user’s ID.

• Select the Active checkbox to activate this number for use.

• Click the Add button from the Actions pane. The phone number and settings display in the Available CallBlast Destinations table.

• Enter up to four other Phones that calls to his Primary VoIP Number will be CallBlasted to, with appropriate Number of Rings and Rings Delay.

• You can choose to disable a specific call blast if you are currently on a call by checking the “Disable Call Waiting” option.

• If you want to remove any of the Phones, click the Delete icon in the Actions column to remove this destination.

• To view and change any CallBlast Destination, click on the Edit icon from the Actions column, make the appropriate changes, and then click Update .


The screen below shows our new User with two CallBlast Destinations configured and active (in

addition to his Primary VoIP line.

Manage CallBlast Destinations (Post Setup)

Manage ACD Queue

Selecting Manage ACD Queue allows you to designate this User as an Available Agent for ACD, or as an ACD Supervisor. In addition, it allows you to set the Unanswered Calls Limit which will cause the user to be logged out of the ACD queue, if they fail to answer a number of calls. You can also check on the agent’s current status, call totals and the log in/out time.


Selecting Manage Music On Hold page allows you to customize the playlist for calls when they are put on hold by this user. See the Manage Music on Hold Recordings for the General page for more information.

Manage Numbers

Selecting Manage Numbers from the Manage User Accounts screen is the same as selecting the Numbers menu item and searching for this particular User. See the section on Numbers earlier in this manual for details.


Manage Security

Selecting Manage Security allows you to restrict access to some VCP features. If your user is an Administrator you could set their Security Group to “Admin Lite”, this will restrict them to limited abilities as an Administrator. You can then fine tune the permissions via the Manage Permissions Action. We do not at this time have any Security Groups for regular users, but we do have a few permissions you can manage.

Manage User Security

From the Manage Permissions Action we get to the Manage Security Permissions page, in the example below we can see that the user is member of the Group “Admin Lite” and that the group has limited his access to Add and Delete User Accounts. As this point you can adjust the permissions further to restrict the lock feature or allow the user to add or delete. Note there are other Categories of permissions you can control.

Manage Security Permissions

Manage Speed Dial

Selecting Manage Speed Dial allows you to edit Speed Dial numbers specific to the user. See Manage Speed Dial in the General Page area for similar information.

Manage User Options

The User Options page allows you to adjust many of the options for the user. See the Manage General Options for a description of this type of page. Here are some examples of the options you can see:

Max Simultaneous Calls and Max PSTN Outbound Calls are defaulted to whatever your PBX global value is (usually Unlimited).

PSTN Calls are Allowed gives the user the ability to dial outside numbers.

Forward to PSTN number is allowed allows the user to forward their calls to an outside number,

International Calls are Allowed gives you the option to prevent the user from calling international numbers.

Music on Hold is defaulted to your PBX global value. Change if you wish.

Audio Content In Emails allows you to specific whether the user will get a mp3 attachment or a link to a mp3 to download in their email for their voicemails.

Attendant Console enabled will allow the user to use the Attendant Console to monitor and intercept calls. When this option is disabled the user will only see a phonebook.

Switch to User

Selecting Switch to User from the Manage User Accounts screen brings up the individual User’s VoIP Control Panel (VCP). Details of the end-user VCP are contained in the companion PBX User manual. Being able to go directly to the User’s VCP allows you to help them with any problems they may be having with CallBlast configuration or feature selection.

It also allows you to more quickly find any Call Records or Voicemails for this particular User.


Call Groups Pages

Clicking on the Call Groups menu item in the PBX Settings pane first brings up the Manage Call Groups Page you see next.

Manage Call Groups (Add Call Group)


• Add new or Delete existing Call Groups

• Edit the Numbers, Device Lines and parameters of call groups


Add New Call Group

• Enter the Extension number you want to access this Call Group. Remember – extensions must be unique within your PBX, so you cannot enter an extension number that is in use elsewhere.

• Enter appropriate Description (Sales, Support, etc.).

• The Type can be Simultaneous (all Devices ring at the same time) or Sequential (Devices are rung in designated order). These two are also sometimes referred to as Ring Groups and Hunt Groups.

• The Lines to call allows you to choose how to handle lines that are currently active on a call. The options are: Dial idle lines only, Dial idle lines first then dial busy lines, or Dial all lines.

• Rings Per Phone and Rings Per Call are identical in a Simultaneous Group, but they should be different in a Sequential Group unless you want only the first phone in that Group to be rung. 5 and 5 for a Simultaneous Group means that all phones will ring 5 times before the call is then dealt with as you determine in the next section. 3 and 12 for a Sequential Group would mean that up to 4 phones will ring for 3 times each before the call is processed further.

• Greeting is a dropdown showing you all the announcement choices you have loaded in your PBX. For details on this, see the later manual section on PBX Prompts . The Greeting is played if the call goes to Voicemail.

• Voicemail Settings gives you four choices for what to do with the call if the Rings per Call is exhausted. Disable simply disconnects the call. Send to Email Address sends the voicemail as an MP3 attachment to the designated email address. Put into User Mailbox directs the call to that User’s mailbox. Switch to Menu will transfer the call into an Automated Attendant menu.

• Click Add in the Actions pane to add this new Call Group, which then appears in the Available Call Groups section at the bottom of the screen.

Delete a Call Group

• Click the Delete icon next to the Call Group you wish to delete.

Note: This cannot be undone, so choose wisely!

Edit a Call Group

• Click the Edit icon next to the Call Group you wish to edit. The Group shows up as on the next screen.

• From this screen, you can change the basic parameters of a Call Group – Description , Type , Rings per Phone and Rings per Call , Lines to call , Greeting and Voicemail Settings .

• Click Update when you’re done to save any changes.

Manage Device Lines in a Call Group

• Click the Manage Device Lines link in the Actions pane from the Manage Call Groups screen while you have a Call Group selected, and the next screen appears.

• To Delete a Device Line from this Call Group, click the Delete icon in the Actions column next to the Device Line in question.

• To Edit a Device Line, click the Edit icon in the Actions column. The only

parameters you can change are the Device Order (the order in which the device rings in a Sequential Call Group), and whether the device is Active or not.

• To Add a Device Line, begin typing in the Device Line name. After the first character or two, a dropdown appears of all appropriate Device Lines, as shown in the 2nd screen below. Select the one you want, enter the Device Order , and then click Add from the Actions pane.


Manage Call Group Device Lines (Add Line)


Clicking on the Manage Music On Hold link allows you to review the hold music that is played for calls to the group when a call is placed on hold. See the Music On Hold section in the General section for more details on using any Music On Hold feature.

Manage Numbers in a Call Group

• Click the Manage Numbers link in the Actions pane from the Manage Call Groups screen, and the next screen appears.

• To Delete a Number from this Call Group, click the Delete icon in the Actions column next to the Number in question.

• To Edit a Number, click the Edit icon in the Actions column. The only parameter you can change is the Default Caller ID for this Call Group. Check the checkbox, if appropriate, and then select Update to save your choice.

• To Add a Number, select one from the Available Numbers dropdown, then click Attach from the Actions pane.


Manage Call Group Numbers


Intercom Groups Pages

Clicking on the Intercom Groups menu item in the PBX Settings pane first brings up the Manage Intercom Groups screen below.

Note: For user intercoms see Intercom Role in the User Accounts CallBlast section.

Manage Intercom Groups (Add Intercom Group)


• Add a new Intercom Group

• Edit or Delete existing Intercom Groups

• Add members to an existing Intercom Group

Add a New Intercom Group

1. Enter a unique one to six digit extension in the Extension field. This extension will access the Intercom Group. Making Intercom Group extensions all the same number of digits, possibly even all starting with the same number, will make remembering them vastly easier. Once you have entered and saved a Group, you cannot change the extension.

2. Enter a Description of the Group – perhaps Collections or Sales.

3. Click Add to add the new Group.

Edit an Intercom Group

1. Clicking on the Intercom Groups menu item in the PBX Settings pane brings up the Manage Intercom Groups Page above.

2. Click the Edit icon next to the Intercom Group you wish to edit. The only thing you can edit directly here is the name of the Group. But if you click on Manage Members in the Actions pane, you get the following first screen.

3. To Add a Member (really a Device Line), begin typing in the Device Line name. After the first character or two, a dropdown appears of all appropriate Device Lines, as shown in the 2nd screen below. Select the one you want, then click Add from the Actions pane.

4. To Delete a Member, click the Delete icon next to the Member in question. To Edit a Member, click the Edit icon .


Manage Intercom Members (Edit/Delete Member)

Delete an Intercom Group

1. Clicking on the Intercom Groups menu item in the PBX Settings pane brings up the Manage Intercom Groups screen above.

2. Click the Delete icon in the Actions column next to the Group you wish to delete.


Conference Pages

Clicking on the Conference menu item in the PBX Settings pane first brings up the Manage Conferences screen below.

Manage Conferences


• Manage your PBX Conference Bridges

• Manage the Numbers that lead to your Conference

Create a Conference

1. Clicking on the Conference menu item in the PBX Settings pane.

2. Enter a unique one to six digit extension in the Extension field. This extension will access the Conference area. Once you have entered and saved, you cannot change the extension!

3. Enter a Description of the Conference – perhaps Our Conference.

4. You can also upload from your computer a customized audio Prompt to greet the caller to the conference and suggest they enter their conference code.

5. Click Add to add the new Conference.

Edit a Conference

1. Clicking on the Conference menu item in the PBX Settings pane brings up the Manage Conference Page above.

2. The only thing you can edit here is the name of the Conference. You can also change the greeting prompt that is played.

Manage Conference Bridges

Conference Bridges allow you to define Moderator and Participant codes for a Bridge. Create a Conference Bridge

1. Click on the Conference menu item in the PBX Settings pane.

2. Click on the Manage Bridges in the Action pane to bring up the Manage Conference Bridges screen below.

3. Enter a Description for the Bridge – perhaps Sales Conference or Board Members.

4. Pick a unique four to ten digit conference codes for both the Moderator and Participant codes.

5. Click Add to add the new Conference Bridge.

Edit a Conference Bridge

1. Click on the Conference menu item in the PBX Settings pane.

2. Click on the Manage Bridges in the Action pane to bring up the Manage Conference Bridges screen below.

3. Locate the Conference Bridge you want to edit in the Available Conference Bridges list and click the Edit icon ( ) for that bridge.


4. Change the Description, Access codes or Disable it.

5. Click Update to save your changes.

Delete a Conference Bridge

1. Click on the Conference menu item in the PBX Settings pane brings up the Manage Conference screen above.

2. Click on the Manage Bridges Action brings up the Available Conference Bridges screen below.

3. Click the Delete icon ( ) in the Actions column next to the Conference Bridge you wish to delete.

Manage Numbers in a Conference

Selecting Manage Numbers from the Manage Conference screen is similar to Managing number is other areas. See the section on Numbers earlier in this manual for details.

Manage Conference Bridges


Automated Attendant

The Automated Attendant feature allows you to create a phone menu system that automatically answers phone calls and directs them though a

menu system so the caller can get connected to the desired destination.

The recommended format for recordings used within the Menu Tree is Mono 8000 Hz, 128 K/bps (mp3 or wave).

Menu Tree Example

The user interface of this section is rather different then the rest of the site. An example Menu Tree is shown above.

Menu Tree

In this example you can see we have a tree on the left side. This tree allows you to expand and collapse details of the Menu Tree. When you click on the Menu Tree in the PBX Settings menu the Menu Tree is collapsed so you can only see ‘PBX Menu’ item as well as any Root Menus at the next level. To expand details of a tree branch click on

the plus button and the collapse a branch click on the minus button.

Within the tree you may have items that are only active depending on a schedule. These items

have a schedule icon.

You will also see some items that have brackets e.g.: [1]. These brackets show that a key press is required to active this option.


Clicking on the item in the tree on the left will cause the screen on the right to update to show details of the item you clicked on.

Root Menus

In the previous example we have two Root menus (Main Business and Main Off Hours). The ‘Main Business’ Root menu has a schedule associated

with it so that it will only be used during specific hours. While the ‘Main Off Hours’ Root menu has no schedule which means that when a call comes in outside of the previous schedules the Root menu without a schedule will be used as default.

The first time you click on the Menu Tree menu item in the PBX Settings pane the New Menu Tree screen shown.

New Menu Tree

Create Root Menus

On a new PBX system the menu is empty. The “PBX Menu” would normally be the entry point for the main PBX Numbers. To add Root Menus:

1. Click on the PBX Menu on the left side of the Menu Tree editor.

2. Enter the name of the new Root Menu in the field New Menu Description . e.g.: ‘Main’ or ‘Main Off Hours’,

3. Press the Create new root button.

Note: Normally you have very few of these Root Menus. If you have more then one, you must have a schedule defined so that the system knows which menu to use.

Note: If you need to create a menu for a Call Group or User you can create a Root Menu with a name such as ‘Johns Menu’. To make sure it is not used by the Main PBX numbers, enable the Schedule option without any hours selected. This trick will cause the Main PBX Numbers to think it is outside of the schedule. The Call Group or User will not use this schedule. If the Call Group or User needs a schedule they can be set at a lower level.


Modify a Menu

After creating a new Root menu or new submenus you can adjust the options for those menus.

1. Click on the Menu you want to edit on the left side in the tree. e.g., click on ‘Main’.

2. The right side of the screen will update to show your current settings for the menu you selected, as see below.

3. On the right side, choose a Prompt Type of ‘Custom Recording’ and then press the browse button to locate the recording you want to use.

4. In Repeats field, enter the number of times to repeat the audio prompt.

5. If you want to allow the caller to directly dial extensions from this level of the menu enable Support Extensions .

6. To support the directory search feature enable the Support Directory option and enter a prefix. Normally the prefix is the # key, however you may enter digits or the * key.

7. The Support Special Extensions option should be left UNCHECKED at this time.

8. When you are done making changes, click the Save Menu button at the bottom right.

The Support Extensions allows callers to directly dial an extension number if they already know the number.

The Support Directory feature can search by First or Last name. This choice is made on the General tab under the Directory Type setting.

First Root Menu (Main)

Create Menu Actions

Once you have Root menus or submenus, you can add Actions . These actions tell the PBX Auto-attendant what to do based on input from the caller.

1. Click on the Menu you want to edit on the left side of the Menu Tree editor. e.g.: click on ‘Holiday Main Menu’.

2. The right side of the screen will update to show your current settings for the menu you selected, as shown above.

3. Click the Create new Action… button in the lower right.

4. The right side of the screen will update to show a new action for you to define, as shown below.


Create New Action

5. Next, choose ether On Digits or On Timeout , depending on whether you want the Action to occur if the caller presses a certain key or you want th Action to occur if the caller does nothing at all. If you want to define what happens when a caller presses the 0 key, select the On Digits radio button and enter 0 in the text field next to it, as shown above.

6. Choose the desired Action type from the dropdown list:

All Action types are explained fully in a later section of this manual.

7. In this example, if the caller presses 0 you want to connect them to a User who will act as an operator, and so choose the Action of ‘Call to User’. You will then be asked for the user’s id or name.

8. If you want to tie a schedule to this action, check the Schedule checkbox. Scheduling Actions will be explained fully in a later section.

9. When you’re done, click the Save Action button.

On Digit and On Timeout

The On Digit option allows you to specify keys the caller will enter for this action to activate. The keys can be any number of digits or the pound # or asterisks * keys.

The On Timeout option allows you to decide what happens after the Action (usually a Prompt) has finished playing the specified number of times and the caller hasn’t done anything.

Action Types

Here are the Actions you can choose from:

Action What the PBX Does

Further information required

No Action Take no action None. Go To Menu

Goes to a specified menu

Select a menu name from the dropdown list

Go Back Goes back to the previous menu level

None

Go Home Goes to the home menu

None

Call to User

Routes caller to a specified extension

Enter an extension

Leave Message

Routes caller to a specified

Enter an extension


for User user’s mailbox Check Messages in User Mailbox

Allows caller to check a specified mailbox for messages

Enter an extension

Call to Group

Routes caller to a Call Group

Select an existing group name from the dropdown list

Leave Message to Group

Allows caller to leave a mes-sage for a Call Group


Check Messages in Group

Allows caller to check a speci-fied Call Group’s mailbox for messages


Call to ACD

Routes caller to an ACD queue

Select an existing ACD queue from the dropdown list

Leave Message to ACD

Allows caller to leave a mes-sage for an ACD queue


Check Messages in ACD

Allows caller to check a speci-fied ACD queue for mes-sages


Dial Phone Number

Dials a specific phone number

Phone number (including 011 if needed)

Note: To create a new submenu from an action you need to first create and save the action as a No Action action. Then change the Action to Go to Menu and for a Menu choose Create New Menu… . The system will then update the bottom right section to allow you to define this new menu. Fill it out as if you are creating a Root menu and press the Save Menu button in the lower right.


Schedule an Action

If you have enabled the Schedule option for the action the following interface appears.

Scheduled Action

This sample schedule has Monday through Friday hours of 7:30AM to 7:30PM, Saturday hours of 9:30AM to 5:30PM, and isn’t scheduled at all for Sunday.

Clicking on the intersection of a day of the week and an hour will cause the schedule to change. Each click will cause the schedule to alternate between the following options.

Nothing scheduled for this hour

The whole hour will be scheduled

The first half hour will be scheduled

The last half hour will be scheduled

Note : Scheduling uses the PBX’s time zone set in the General tab.

Recording Menu Prompt From a Phone

You can record the menu’s audio prompt from your phone, rather then uploading them. Start by dialing your main number for the PBX and navigating to the menu you want to re-record. Then dial **, you will then be prompted to login using an id with administrative privileges. You will then be prompted to record a new prompt and given the option to save the new recording.


Prompts

The PBX Prompts feature allows you to set up greeting prompts that the caller hears when using the PBX. You can also upload custom prompts in MP3 or WAV file formats. The recommended format for audio is Mono 8000 Hz, 128 K/bps (MP3 or WAV).

The primary use of Prompts is for the Voicemail greeting in Call Groups.

Create a Prompt

1. Clicking on the Prompt menu item in the PBX Settings pane brings up the Manage Prompts screen above.

2. Enter the prompt name the in Prompt Name field.

3. Select Greeting from the Prompt Type dropdown.

4. Click the Browse button to upload the prompt in MP3 or WAV file format from your computer.

5. Click the Add button in the Actions pane to add this Prompt to the Available Prompts list.

Edit or Listen to a Prompt

1. From the Manage Prompts screen, select the prompt you want to edit or play in the Available Prompts list.

2. Click the Edit icon next to the prompt you wish to edit. This brings up the details of the prompt in question, as you see below. You can change the name of the prompt, prompt type or the actual recording itself.

3. To listen to a prompt, click on the Play icon .

You can also click the Download icon next to the prompt file name to download the prompt to your computer.

4. Click Update when you’re done to save any changes.

Manage Prompts


Delete a Prompt

1. From the Manage Prompts screen above, find the prompt you want to delete in the Available Prompts list.

2. Click the Delete icon in the Actions column next to that prompt.

3. Confirm the deletion in the dialog box by clicking OK.

Edit or Listen to Prompts


Automatic Call Distribution (ACD)

The optional ACD feature allows you to set up as many Automatic Call Distribution queues as you need. Click on the ACD link and the ACD main screen appears.

Create an ACD Queue

1. Enter the name of the ACD queue in the Name field, e.g.: Support.

2. Enter a three to six digit extension in the Extension field. As noted at the beginning of this manual, managing and using your PBX is easier if you are consistent in how you add

new extensions. For example, it’s easier if all user extensions are the same length, and all ACD and Call Group extensions are a different length.

3. Enter and verify the Password for this ACD queue.

Manage ACDs


4. Choose the call delivery Strategy for this queue. This determines in what order incoming calls are delivered to the agents in this queue. Your choices are Least Recent (whoever received their most recent call the longest time ago), Fewest Calls (whoever has taken the fewest calls during the current day), or Random (self-explanatory).

5. In the Response field, enter the number of seconds the Agent has to respond to the call before it is given to the next available agent.

6. In the Max Queue Size field, enter the number of calls that are allowed to be waiting in this queue. Once this number is reached, the queue is full, and new calls will be sent directly to Voicemail for that queue or into an Overflow Queue (if one has been selected).

7. If your agents require Wrap Up Time to complete tasks after a call, enter that number of seconds in this field. During this time, an agent is marked as unavailable for an inbound call even though they are no longer talking on the phone.

8. If this queue is full, additional incoming calls will be sent to whatever Overflow Queue has been specified. For example, if all of your agents in your Spanish Language queue also speak English, you could have the English queue overflow into the Spanish queue.

9. The Play Monitoring Message checkbox allows you to disable the “Your call may be monitored” message to people waiting in the queue.

10. To customize the Voicemail greeting use the Voicemail Greeting field to select and upload the MP3 or WAV file to be played.

11. Enter the Email address for Voicemail delivery into the Send to Email Address field.

12. Click on Add in the Actions pane and the new ACD queue will appear in the Available ACDs list at the bottom of the screen.

Edit an ACD Queue

1. From the Manage ACDs screen above, find the ACD queue you want to edit in the Available ACDs list.

2. Click the Edit icon next to the ACD queue you wish to edit. You be able to change everything except for the extension.

3. Click Update when you’re done to save your changes.

Delete an ACD Queue

1. From the Manage ACDs screen above, find the ACD queue you want to delete in the Available ACDs list.

2. Click the Delete icon in the Actions column next to that queue.


Manage ACD Numbers

Normally you would have callers enter any ACD queue via the Automated Attendant (Menu Tree). However, you can specify a phone number (or numbers) that will lead directly to the ACD queue.

1. From the Manage ACDs screen above, find the ACD queue you want to edit in the Available ACDs list.

2. Click the Edit icon next to the ACD queue you wish to edit.

3. Click Manage Numbers in the Actions pane, and you’ll get an interface that is similar to Managing numbers in other areas of the PBX. See the section on Numbers earlier in this manual for details.

4. From here, you can select from the Available Numbers dropdown a number that can then be Attached to the ACD queue and will ring directly to it.

Add an Agent to an ACD Queue

1. To add an Agent to an ACD Queue, you must first ACD-enable them from the User Accounts tab in the PBX Settings pane. See the User Accounts section earlier in this manual for details.

2. From the Manage ACDs screen above, find the ACD queue you want to add agents to in the Available ACDs list, and click the Edit icon next to that queue.

3. Select Manage Agents from the Action pane, and you’ll see the screen below.

4. Choose from the Available Agents dropdown.

5. Select a Skills level. Agents with a higher skill level get more calls. If you do not want to use this feature, just leave all the agents at level 1.


6. If you wish to have this agent’s calls recorded for training or quality control purposes, check the Monitoring checkbox. All recordings will be sent to this queue’s email address for voicemail.

7. Press Add to Add the Agent to this queue.

Edit an Agent

1. From the ACD Agents screen, find the ACD Agent you want to edit in the Available ACD Agents list.

2. Click the Edit icon next to that Agent. You can change the Agent’s Skills Level or Monitoring status.

3. Click Update when you’re done to save changes.

Note: The Agent names that are in bold are supervisors. The Status column indicates if the agent is logged in and if they are on a call.

Delete an Agent

1. From the ACD Agents screen, find the ACD Agent you want to edit in the Available ACD Agents list.

2. Click the Delete icon in the Actions column next to the ACD agent you wish to delete from the ACD queue.


ACD Agents


ACD Monitor

The ACD Monitor feature allows you to check the status of your ACD queues. Click on the link in the PBX Settings pane, and the ACD Monitor screen appears:

The top section of the ACD Monitor shows all your ACD Queues and their settings.

• Strategy shows the queue’s call delivery method.

• Queued Calls shows the number of calls waiting in the queue.

• The field max_len is Max Queue Size - the number of calls allowed to be waiting in that particular queue.

• Timeout is the number of seconds an agent has to answer the call before it is sent to the next agent.

The bottom section of the ACD Monitor shows the ACD Agents. The number in the cell at the intersection of Agent name and Queue name is the Agent’s Skill Level for that Queue.

ACD Monitor Agent Color Codes

Green – Agent is available.

Red – Agent is not logged in.

Yellow – Agent has a call ringing or is on a call.

Dark Blue – Agent is wrapping up after completing a call.

Light Blue – Agent has missed a call and is in wrap up time.

User Access to ACD Monitor

User may also have access to the ACD Monitor if they have their supervisor option checked. The ACD Monitor will be available to them in the Great Option Tab.

ACD Monitor


ACD Reports

The ACD Reports tab allows you to review activity of the users or queues of the ACD system. The Search pane allows you to specify the criteria for the report.

You can generate a report for a specific date range, ACD queue and report type (Agent or Queue).

You can also specify the output format of the report. Default generates an interactive web report. Excel and CSV will give you a downloadable version of the data that you can use to do any custom analysis.

ACD Agent Report

The sample ACD Agent Report below shows the activity of all Agents for the dates 11/02/2008 through 11/03/2008 for all queues.

Answered column shows the number of calls the agent has answered.

Abandoned shows the number of calls that were sent to the agent and the agent failed to answer the call before it timed out.

Idle shows the time logged into the ACD in which they were not on a call, wrapping up or timed out.

Wrap Up time shows the total wrap up time after a call. (An agent can cancel remain wrap up time, see the Using ACD section)

On Call shows the time spent on the calls.

Timed Out shows the time in which the agent been removed from the queue after they have missed a call.

Note: The Agent named ‘None’ is to keep a count of the number of calls that where made when no agents are available in the queues.

ACD Agent Report


ACD Queue Report

The sample ACD Queue Report below shows the activity of all Queues for the dates 11/02/2008 through 11/03/2008.

This report is first displayed in a collapsed state with only the first row (November 2008 in this example) showing. To see more detail, click on the labels in the All Queues column. The screen above has already been drilled down to see all of the details for Monday.

There are totals for the number of calls Received , Answered and Abandoned . There is also average and longest Wait Time as well as average and longest Call Time.

Login to ACD

To initially log into the ACD system dial 09 or dial 09 followed by your User ID. The ACD system will answer and (if you haven’t supplied your User ID) will prompt you for your User ID and then the Password for that User ID.

Hard and Soft Logout from ACD

To logout of the ACD system dial 09 once again. The ACD system will prompt you for the type of logout. Dial 1 to do a Hard Logout, which you use if you’re going home for the day. Dial 2 for a Soft Logout, which is used if you’re going on break and will be back in a reasonably short period fo time.

Soft Login to ACD

To log back in after a break or if the system automatically put you into Soft Logout (due to not answering your calls) dial 09. The ACD system will prompt you for Hard logout or Soft login. Dial 2 to Soft Login.

Force End Wrap Up Time

If the ACD queue has a long wrap up time and you do not require the rest of it, you can cancel the remaining wrap up time by dialing 09. If you are in wrap up time, the ACD system will prompt you to Dial 3 to cut wrap up time short and become available again.

ACD Queue Report


Call Records Tab

The Call Records tab allows you to view and search for calls on the PBX. Click the Call Records tab and the following screen appears. The main area of the screen is empty until you use the search function to search for calls.

Search for a Call

Choose from the fields and dropdowns for use in your search. See the table below the Call Records Tab screen for field and dropdown descriptions. Click on the Search button to retrieve your records. All dates and times are displayed in your chosen time zone.

Search Fields

Related Number - Search by user’s extension number. This will pull records for all numbers associated with the user.

From Number - Specify all or part of a number that placed calls.

To Number - Specify all or part of a called number.

Call Type - Search based on the following call types: All – both inbound and outbound calls. Inbound – only inbound calls. Outbound – only outbound calls. On Net – only calls within your PBX.

Start Date/Time - Specify a range based on the date of the call.

End Date/Time - Show all the calls for a specified period of time prior to To Date – for example, last day, last two days, last week, etc.

Format Type - Default displays the call details on-screen, and CSV exports the information in a format readable by Microsoft Excel.

Call Records Tab


Messages Tab

The Messages tab allows you to view and listen to your personal voicemail (the logged-in Administrator). It’s the only personal tab in the PBX Admin VCP, and shows you exactly what you’d see if you logged in to your personal user VCP. The tab allows you to:

• Listen to your voicemail from the VCP with an MP3 player, such as Windows Media Player or iTunes.

• Save voicemail messages indefinitely within the VCP. You can save messages to your local computer if you have chosen the email option, or by saving the MP3 file that’s played.

• Delete unwanted voicemail messages (they will disappear overnight).

The voicemail table has the following fields for each record:

• Listen , clicking which plays the Voicemail.

• Status – New, Played, Deleted or Saved.

• From Number – who left the voicemail

• Date, Time and Duration

• Select Checkbox – used prior to clicking Save or Delete. Click the upper right checkbox to select all records.

The capacity of your voicemail box and the length of time unsaved messages are kept are noted at the bottom of the screen.

Video Voicemail

Video Voicemails function in the same manor of traditional Voicemails. When listed they show a thumbnail of the first frame of the video with a speaker button on top of them. Pressing the speaker button will open a new window with a Flash video player where you can pause, rewind, and download the video.

Voicemail RSS

To use this feature make sure that the “Voicemail RSS” option under General PBX Settings is set to “Enabled”. RSS Voicemail is currently not available for single-user VoIP service.

In general, RSS feeds are used for websites with frequently changing content. One example is an RSS feed to an IP phone with an LCD screen to display current news or weather.

Voicemail RSS gives users an additional method of receiving voicemail in addition to their phone, their web-based VCP and their email inbox. In all those cases, the user has to perform a few actions to retrieve voicemail. If the user is using RSS for any other type of information, adding voicemail RSS feed to the list of feeds for that user will be very convenient. As an aside, modern HDTVs support RSS feeds so the user can receive their voicemail on their TV.

Older Blackberries can play MP3 and other audio files from the web pages, but cannot play them if they are email attachments. The only way to deliver voicemail to the older Blackberry GUI is via an RSS feed.

To view all the voicemails for a user, go to the Voicemail Tab of the individual user’s VCP, and

click the RSS icon .

To send the RSS feed to a mobile phone click Send RSS Feed to email, and follow the instructions.

Note: RSS readers interpret feeds in different ways. Some readers may only show you a list of voicemails with a link to open a webpage to access a particular message. Others readers may allow you to play the audio or video directly from the list.


Account Codes

The optional Account Code feature allows you to setup your PBX to associate a billing account codes with phone calls. When you enable Account Codes for calls, you will be prompted (after you dial a number) for a valid Account Code, after you dial the Account Code, press # to continue with the call. General Setup

In the General tab under PBX Settings you can adjust the PBX wide settings for Account Codes. In the Account Codes section you can choose the Type, Code Length, and calls that require Account Codes. The Type field allows you to choose between Optional and Mandatory, the Mandatory setting requires that the user enter a valid Account Code. Optional allows the user to opt out. The Code Length field allows you to choose the minimum size of an Account Code, valid values are 3 to 16 digits.

The Affected Calls field allows you to choose the type of calls that will be asked for an Account Code. Options are All Calls, Calls Outside of PBX or Only Calls with Prefix. If you choose the Call with Prefix option, you will be asked to enter a dialing prefix which will trigger the system to ask for the Account Code. For example if you had a prefix of 11 and dialed 11 1 310 555-1212 the PBX would ask you to dial your Account Code before completing the call. If you set the Type to Optional, you can specify a Bypass Prefix. This would allow you to have a dialing prefix that would bypass the request for an Account Code. For example you could set it to 11 so any call prefixed with 11 would not be asked for an Account Code.

Defining Account Codes

To create your Account Codes, you will see in the General tab an Action called Manage Account Codes (in the upper right). Clicking on that link will show you a tab that allows you to enter your Account Codes and Descriptions.

Call Records

In the Administrator’s Call Records tab you can search for calls by Account Code as well as see the Account Code used for each call. User overrides

The Administrator can configure a user to have different settings then the PBX’s default Account Code settings. On the User Account tab (when a user is selected) you will see the Account Codes Exception option to disable the Account Code feature for the user or to allow the user to have a specific exception prefix.

Administrator’s page for Managing Account Codes

Settings on General tab for Account Codes

User Account option for Account Codes


User's Account Code access

You can allow the users to manage account codes. To configure, locate the user on the User Accounts tab. You will see an option called 'Account Code Permissions'. You can choose to allow the user to view all Account Codes, Edit the descriptions or Full access to add / remove or edit. The user's account code screen (when enabled) is accessible via the "Great Option's" tab.

User's Call Activity screen

In the User’s Call Activity tab you can search for calls by Account Code as well as see the Account Code used for each call.

User Account option to allow editing of Account Codes

User’s tab for editing for Account Codes (via Great Options)

User’s Call Activity screen for Account Codes


Configure IP Phones

The IP-PBX currently provides Automatic Provisioning for the following IP Phones:

Cisco: 7940, 7960, SPA508G

Grandstream: GXP2000, GXP2020, GXV3000, GXV3006,GXV3140

Linksys: SPA941, SPA942, SPA962

Polycom: IP330, IP335, IP501, IP550, IP650

Snom: 200, 360, 870, M3

Other devices will become available as demand and time permit.

If you are not using Automatic Provisioning, you will need to manually configure each IP phone so that the phone will work with your PBX.

Configure a Generic IP Phone

We’ll cover configuring a generic IP Phone in this manual. The details of configuring specific IP Phones will be handled in separate manuals by manufacturer – Grandstream, Linksys, etc.

Configuration of IP phone includes setting up common parameters as well as specific VoIP values related to your service. We assume that the particular device line(s) are already provisioned in your PBX.

The common network parameters include things like:

• IP address of the phone. This could be static or dynamic (from a DHCP server). While we recommend using DHCP, it is up to each network administrator to decide which to use.

• Time Zone.

• Device mode. Some of the devices have dual network ports: WAN and LAN. In this case, the WAN port has to be connected to the external network and the LAN port can be used in bridge or router mode. The most common usage in this case is when the IP phone performs bridge functions for the user’s computer.

• NTP server(s).

• Please refer to particular device manual for additional details.

The VoIP service specific parameters include two parts – general and line related authorization values.

Values of line related parameters may be retrieved from the “Manage Lines” screen. See Manage Device Lines chapter in this manual.

• Line Number is applicable for devices that have multiple lines.

• Line Name is also known as SIP User ID or just User ID.

• Auth[orization] Name can be called also Authenticate ID or something similar.

• Auth[orization] Password can be called just Password. Please be aware that most devices also have web or other device access password(s).

The main General Parameters include, but are not limited to:

• SIP Server, Registration Proxy, or Proxy all mean the same thing. Use your PBX domain name for this. You also may need to specify Proxy port number, which is 5060.

• Outbound Proxy, which sometimes is also called simply Proxy. In most cases you will need to use outbound.voippbxsite.net and specify port 7060.

• SIP transport has to be set to UDP.

• Please disable all VoIP NAT traversal related settings. The most common are STUN and Keep Alive. In case of CISCO 79xx phones NAT traversal has to be set to Yes.

• We recommend requiring SIP registration and disabling outgoing calls without SIP registration.

• We recommend Unregister on Reboot .

• We recommend that Registration Expiration be set to one hour.

• Local SIP port can be anything, but we highly recommend to not use port 5060, which is the default on many devices. The reason for this is that some routers don’t allow RTP packets to use that port, effectively disabling VoIP.

• Local RTP port is irrelevant.

• Set Refer to Use Target Contact to Yes.

• Transfer on Conference Hang-up – we recommend to set it to No. Setting to Yes


would allow originator of three way call to get out of the call (hang-up) and remote parties will be able to continue talking.

• Validate Incoming SIP Message should be Yes.

• DTMF Payload has to be via RFC2833 type 101.

• Call Features (*XX codes) have to be disabled on the device. In some phones there is a list of all of them, and in other there is just one selection box/button. We provide all Call Features (* features) from our application, so having them enabled on the phone produces a conflict.

• Call Waiting has to be Enabled in the device.

• Subscribe to MWI (Message Waiting Indicator) has to be set to No.

• VAD (Voice Activation Detection) we recommend to be set to No.

• Ptime has to be set to 20 milliseconds. (Grandstream devices call this Voice Frames per TX and should be set to 2).

For additional details and specific configuration for the some of the supported devices please refer to the manufacturer-specific manuals.

Documents

PBX Admin Manual